VoIP and Unified Communications System Replacement

Syracuse City is soliciting proposals for a comprehensive Voice over IP (VoIP) and Unified Communications system replacement. The selected vendor will be responsible for the system's design and implementation, including providing necessary phone hardware, configuring and migrating existing data, offering training to city staff, and ensuring ongoing support and maintenance. The proposed solution must support current operational workflows across multiple city facilities, offering scalability, reliability, redundancy, and modern communication features. The existing environment includes an on-premises Mitel telephone system serving seven locations, approximately 110 IP phones, and various auto-attendants, workgroups, and hunt groups. The new system must be capable of handling at least 30 concurrent SIP call sessions and support all existing direct inward dial (DID) ranges. Key functional requirements include multi-level auto-attendants, workgroups, hunt groups, shared departmental lines, call queues, voicemail-to-email, eFax functionality, desktop and mobile softphone applications, and a web-based administration portal. Public safety and survivability are critical, with requirements for voice survivability during outages, fire station paging survivability, and analog device survivability. The solution must also support compliant outbound emergency calling (E911) and meet Kari's Law and RAYBAUM'S Act requirements. The system must operate within the city's existing shared voice/data network configuration, with proposed IP desk phones featuring 1Gbps Ethernet pass-through ports. The city expects a detailed migration plan, robust reliability and redundancy features, comprehensive security measures, thorough training and support, and clearly defined Service Level Agreements (SLAs). Pricing must cover all hardware, licensing, implementation, support, and optional services over an initial five-year agreement term, with potential renewal periods.