Specifications include, but are not limited to: Core hardware such as processors, power supplies, hard drive systems, network interface cards, etc., of the proposed solution shall be redundant and fault tolerant to avoid single points of failure. The proposed solution shall be capable of surviving the loss of any single critical component. Thus, the proposed solution shall avoid a “single point of failure” with redundant core components in an “active/ active” configuration that includes duplicated power supplies and other required elements to eliminate system outage. Due to the nature of the contact center and the calls we service, the phone system, the proposed solution shall have, “seven nines” 99.99999% availability. Individual solution components may have availability five nines availability, as long as telephony service is maintained at seven nines. Support shall be available seven days per week, 365 days per year, with immediate response time in the event of any stop-work outage. The proposed solution shall support redundant network connectivity to two upstream devices via ether channel attachment (802.1AX) for any on-site equipment other than hardware telephones. The proposed solution shall be within three AS-hops from local broadband access providers in the Austin Area. The proposed solution shall have QOS for call quality for any network connections carrying voice from the provider to the contact centers and Austin Energy’s corporate headquarters. The proposed solution shall adhere to ITU-T H.323 and have the ability to use any compatible codecs, including G.729, G.711, or G7.22. The proposed solution shall provide the ability to use an alternate route that will leverage the Austin Energy Metro-Area Network and City of Austin network (GAATN) to distribute calls to the users. The proposed solution shall perform data backup and storage such that no data is lost in case of system failure. The proposed solution will define acceptable maximum jitter, latency, and packet retransmit/drop percentages to support a high quality customer experience. The proposed solution will deliver a system architecture diagram that shows all connections (showing all ports, protocols, and hosts) between the solution and UCC and Austin-3-1-1 agent locations.