NG911 CPE for ANGEN RFP

April

2014This RFP is for a Hosted, Next Generation 911 call delivery, over the ANGEN ASA network for Emergency Communications Districts in the State of Alabama. Economies of scale are expected.

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Table of Contents Cover Sheet 1Table of Contents 2Table of Contents 3Table of Contents 4Table of Contents 5

Introduction 6Intent 6District Stakeholders 7Key Dates 7Additional information regarding the RFP 7

Contact Information 7Respondent Responsibility 7Respondent Contact Information 7Respondent Support Requirements 8Proposal Submittal and Structure 8Proposal Clarification 8Proposal Presentation Requirements 8Proposal Aids Guideline 8Proposal Term 8Proposal Addenda 9Proposal Modification 9Proposal Rejection 9Contract Includes Proposal 9RFP Rejection/Cancellation 9Proof of Insurance 9Performance Bond 9System Completion 9System Completion Delay–Penalty 10Delivery of Goods 10Dispute Resolution 10Familiarization with Local Conditions 10Indemnification 10Selection Announcement 10

Proposal Evaluation 11Typical evaluation criteria 11Important Factors 11

Requirements Compliance 12Next Generation Compatibility 12Network Requirements 13ANI/ALI Controller/Host Requirements 14

CPE—System Monitor 14CPE – Recommended Standards 15

Workstation Requirements 15Stakeholder Purchase or Lease PSAP Workstation Equipment 15Monthly Recurring Costs 15

Manufacturer Upgrade Clause to NG9-1-1 15Manufacturer Support Requirements 15Warranty and Maintenance 16

ANI / ALI Controller Service 16General Requirements 16General Requirements 17

PSAP Installation 18

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Additional Terminations 18Common Labeling/Numbering Schemes 18Data Patch Panel 18Dedicated Wiring 18Alarm Placement 18Answering Position Equipment 18Cables 18Console Equipment Cable Extensions 18Responsibility for Equipment 19Site Clean-up 19Subcontractors 19Removal of Items 19Headset/Handset Interface 19Malware and Virus Protection 19Remote Maintenance 19Transient Voltage Surge Suppression (TVSS) 19TVSS - UL Listed 20TVSS - Clamping Voltage 20TVSS - Degradation of Service 20Grounding 20Uninterruptible Power Supply (UPS) / Backup Generator 20

Management Information System (MIS) 20Training Plan 21Training – Management Information System 21Training - ANI/ALI Controller Maintenance 21Equipment System Manuals 21

Section Deliverables Statement 21Controller / Workstation Features 21

Automatic Call Distribution (ACD) Ring Feature 21ACD Bypass - Selective Answer 22Alternate Routing 22Abandoned Call Information 22Active Call Priority Queue Management 22ALI Caching 22Call Information 22Call/Line Indicators 23Call Back 22Call Back - Automatic Prefix 23Call Back - Group Configuration 23Call Feature - Answer Control 23Call Feature – Disconnect 23Call Feature – Hold 23Call Feature - Hold – PSAP defined Timeout 23Call Feature - Hold – Retrieval 23Call Feature - Hold – Storage 24Call Feature - Monitor – Workstation Access 24Call Feature - Monitor – Station Access 24Call Feature - Join– Workstation Access 24Call Feature - Join– Station Access 24Call Feature - Barge In- Workstation Access 24Call Feature - Barge In- Station Access 24Call Feature - Muting-Workstation Access 24Call Feature - Privacy- Workstation Access 24Caller ID 25Conference Calling 25Conference Call Setup 25

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Conference 25IRR 25Error ANI Spills 25System-wide Speed Calling 25Speed Dialing – Quantity 25Speed Dialing - Primary & Secondary 25Speed Dial – Libraries 26Speed Dial – Library Search 26Speed Dial – Icons 26Speed Dialing – Alphanumeric 26Speed Dialing - Mouse / Keyboard 26Speed Dial - Workstation - Preprogrammed List 26Speed Dial - Workstation- List Button 26Speed Dial - Workstation- Updates 26Security - System Log-on - Prompts / Features 26Security - Unauthorized Access 27TDD / TTY – Detection 27TDD / TTY - Communication - Position Keyboard 27TDD / TTY – Preprogramming 27TDD / TTY – Conferencing 27TDD / TTY – Interface 27TDD / TTY - Call Transfer 27TDD / TTY - ADA Requirements 27TDD / TTY - Message Length 28TDD / TTY – Compliance 28Transfer – Intelligent 28Transfer - Central Office 28Transfer - PSAP to PSAP 28Transfer - Unsupervised 28Wireless text (TXT) Messaging and Video Presentation 28Wireless - Queue Management 28Wireless and VoIP Call Handling 29Wireless - Auto ALI Re-bid 29Workstation - ALI Display – Advance 29Workstation - ALI Calls in Queue View 29Workstation - ALI Display - Simplified Call Wrap-Up 29Workstation - ALI Parsing 29Workstation - Other Applications 29Workstation - Other Applications - Applications List 29Workstation - Other Applications - Alert 30Workstation – Trunk / Line Status 30Workstation - Intercom 30Workstation - Instant Messaging 30Workstation - Instant Messaging- Storage and Retrieval 30

Selective Routing Services 30Wireline 30Wireless 30System Performance 31Data Management 31Security 31Preliminary Testing Plan 32Project Management 32Project Plan 32Progress Reports 32Oversights / Failures / Unexpected Events 33

Repair Process 33

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System Availability 33Repair Logging / Reporting 33Repair Tracking 33Response Time–Interruption of Service 33Response Time–Non-interruption of Service 33Single Point of Contact 33Site History Log 33Support–Escalation Procedures 34Technician Availability 34Technician Experience 34Technicians List 34System Software Backups 34Restoration 34

Optional Items Proposal 34Intellectual Property 35Patent Infringement 35Attachment A 36Attachment B 37Attachment C 38Attachment D Pricing 39

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Introduction

IntentThis Request for Proposal is for IP based system reporting, time synchronization system, network services and related components to include but not limited to (mapping). The Emergency Communications Districts( ECD) are looking for qualified proposals to include customization of specs, modifications in equipment and design based on the individual ECD requirements, etc. Workstations that will connect to the Controller from each Public Safety Answering Point (PSAP) site will be a separate section of this proposal and each of the listed ECD. ECD’s reserve the ultimate right to select the vendor(s) and to purchase workstations from this proposal. All hardware and software quoted for the Controller or Host will have to support the specified number of workstations in Attachment A, plus allow 50% expansion growth for additional workstations.

ECD Stakeholders1 Butler County, AL ECD 7 Crenshaw County, AL ECD2 Chilton County, AL ECD 8 Dale County, AL ECD3 City of Daleville, AL ECD 9 Geneva County, AL ECD4 City of Enterprise, AL ECD 10 Henry County, AL ECD5 Coffee County, AL ECD 11 Dothan/Houston County, AL ECD6 Covington County, AL ECD

1. The Districts listed above have recognized their present equipment is in need of replacement or upgrading due to the lack of software support on critical components as identified by their current equipment provider. Equally important in the decision to replace the present solution is the inability of the present equipment to support the pending Alabama Next Generation Emergency Network (ANGEN) services which will be provided over a private state network known as Alabama Super Computer (ASA). In order to meet the combined ECDs efforts to achieve a higher quantity-based purchase, as well as to establish a higher level of interoperability in preparation for ANGEN services.

2. To accomplish these goals, the Districts are soliciting Proposals for a common ANI / ALI controller service provided by a host/remote or similar configuration. It is the Districts intention to purchase or lease the remote workstation equipment individually and in a shared effort purchase or lease the PSAP ANI / ALI controller support equipment.

3. The continuing growth of wireline, wireless, Voice over Internet Protocol (VoIP) and alarm company contacts, as well as the need for automated methods to manage the work force and support the ever increasing need for interoperability and reporting requirements, are all considerations when the Districts review the proposal response.

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4. It is the intent to purchase or lease common equipment housed in and maintained by the provider. It is the intent to purchase geographically diverse equipment. It is the intent to house the equipment purchase or leased near the Alabama Super Computer provided ANGEN Alabama Core Call Routing Facilities (ACCRF) sites in a secure facility.

Key Dates

Event Proposed Date / TimePublish Proposal 4/30/2014Pre-Proposal conference vendor attendance mandatory 5/22/2014Deadline for Submission of Questions 6/6/2014Deadline for submitting Proposal Response 7/7/2014Proposal Response Review by Districts 7/10/2014Respondents Oral Interview / Presentations To be Determined Final Proposal Response Review by Districts To be DeterminedNegotiations and Final Configuration To be DeterminedRFP Award To be Determined

Additional information regarding the RFP1. Contact Information

Any questions are requested to be emailed to Lon E. Jones prior to deadline for submission of questions. Presentations will be scheduled by Lon E. Jones after the Proposals have been reviewed.

Lon E. Jones, 911 Coordinator501 S Main Street

Enterprise, AL 36330Phone: (334)348-2697

Email: ljones@enterptisepd.com

2. Respondent ResponsibilityThe respondents to this Proposal shall assume full responsibility for timely delivery at the location designated. Respondents are responsible for all costs incurred in the development and submission of their Proposal. The Districts assumes no contractual obligation because of the issuance of this Proposal, the preparation or submission of a Proposal by a respondent, the evaluation of an accepted Proposal, or the selection of finalists. The Districts are not contractually bound until a written contract for the purchase of hardware, software and installation of hardware and software is executed.

3. Respondent Contact InformationAll respondents shall provide the name, address, telephone number, facsimile number, and email address of the person who should be contacted concerning questions regarding the Proposal submitted and all communications regarding the Proposal.

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4. Respondent Support RequirementsVendors interested in submitting a Proposal shall provide a list of qualifications of the vendor and/or the staff of the vendor’s organization who will be involved in the project. Vendor will identify one key person as project manager with overall responsibility for all activities.

5. Proposal Submittal and StructureAll proposals must be sealed and clearly marked – “Hosted Next Generation 911 ANGEN Proposal”. The Original Proposal and, a soft copy (in Microsoft Word) are requested to be sent to the following address:

The City of EnterpriseAttn: Lon E. Jones

P.O. Box 311000Enterprise, AL 36331 – 1000

Use this RFP as a form; answer each item directly under the item, Comply, Non Compliance, Comply with Exceptions or Comply with Alternatives. Only written, hard copy and soft copies of the responses shall be accepted. Soft copies may be submitted on a thumb drive or a CD/DVD. Pricing must also be submitted separately as a hard copy and a soft copy on an Excel spreadsheet. Oral, email, telephone or telegraphic proposals are invalid and will not receive consideration. The proposal must be signed by duly authorized officer of the respondent. Sealed proposals must be received no later than the 4pm, 7/7/2014. Refer to Key Dates section above. Late responses will not be accepted.

6. Proposal ClarificationThe Districts reserve the right to seek clarification of proposals. Vendors must designate a contact person and telephone number for questions that may arise during the proposal evaluation period.

7. Proposal Presentation RequirementsThe vendors may or may not be requested to present their proposed solution and be prepared to answer any concerns or questions. Their presentation must represent a complete solution proposed and must include a migration plan with timelines and service support methods. Exact dates and times will be determined by the number of proposals received. Final coordination of dates and times will be determined by Lon Jones. The vendor’s presentation will be limited to one hour and 15 minutes.

8. Proposal Aids GuidelineThe use of organized and clutter free diagrams, pictures and other aids are encouraged. Each requirement must be fully responded to within the section stating the requirement, beginning at section 15. The reader must not be directed to refer to other parts of the proposal to read any part of the response.

9. Proposal TermAll submitted proposals must be binding for a period of 180 days from the proposal submission deadline.

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10. Proposal AddendaThe Districts may issue addenda related to this proposal prior to the proposal deadline for the purpose of making clarifications and answering questions. The addenda will be emailed to vendors.

11. Proposal ModificationProposals may be modified, withdrawn, and/or re-submitted in writing prior to the deadline for proposal submission by an authorized representative of the respondent or by formal written notice. After this deadline, no modifications, withdrawals or re-submissions may be made for any reason.

12. Proposal RejectionAny proposal which does not meet the necessary criteria, or for which a fixed dollar amount cannot be precisely determined, will be considered non-responsive and may be rejected.

13. Contract Includes ProposalThe proposal submitted in response to this RFP will be included as part of the final contract with the selected vendor and amended during final negotiations.

14. RFP Rejection/CancellationThe Districts reserve the right to reject any and all proposals received as a result of this RFP and to cancel this solicitation if doing so would be in the public interest. The Districts also reserve the right to accept a proposal or proposals in whole or in part. A vendor will be held to the terms submitted in its Proposal, but may be required to reduce costs depending upon services that the Districts determine to be unnecessary or for which the Districts decides to assume responsibility.

15. Proof of InsuranceAll proposers and subcontractors are required to provide proof of insurance and a performance bond as part of contract.

16. Performance BondProposal will require the selected vendor to purchase a Performance Bond in the amount of the award payable to. This Bond is to provide assurance that the selected vendor will complete the installation and acceptance testing of the system to the specifications listed in this RFP. The selected vendor will be required to purchase the Performance Bond and deliver a copy of such bond within five (5) working days of the signing of the final executed contract. The Bond shall remain in effect until final acceptance of the system.

17. System Completion The equipment must be installed at each ECD and the acceptance phase started within 180 days from the date of award. In the event delays occur, a written request for an extension of installation time must be submitted. The request must contain the nature of the delay, anticipated time of completion and the effect the delay will have on the overall system completion. Each of the District’s will respond to the request with a written reply.

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18. System Completion Delay-PenaltyIn the event that the system is not installed and the acceptance phase started within the specified time, the penalty shall be 1% reduction of the total purchase amount each work day the system is delayed.

19. Delivery of GoodsDistricts reserve the right to inspect and have any goods tested after delivery for compliance with the specifications. Notice of latent defects, which would make the items unfit for the purposes for which they are required, may be given at any time within one year after discovery of the defects.

20. Dispute ResolutionAll disputes that arise under this contract which cannot be resolved between the vendor and any of the Districts will be resolved by a Court of competent jurisdiction.

21. Familiarization with Local ConditionsEach vendor for services must further represent that the vendor is familiar with the local conditions under which the work is to be done and has correlated their observations with the requirements of the proposal documents. Vendor will also list all interface connections supported by their equipment and what if any charges are associated with each. (PRI, 1FB, DID, DSI, VOIP)

22. IndemnificationThe vendor must indemnify and hold harmless of any and all of the Districts and its agents, officers and employees from any and all claims, damages, losses, expenses, including but not limited to attorney’s fees, arising out of or resulting from the performance of this contract, provided that any such claims, damage, loss or expense:

22.1 Is attributable to bodily injury, sickness, disease or death, or to injury to or destruction of

tangible property (other than goods, materials, and equipment furnished under this contract) including the loss of use resulting there from, and

22.2 Is caused in whole or in part by any negligent act or omission of the vendor, any subcontractor, or anyone directly employed by any of them or anyone for whose acts they may be liable, regardless of whether or not it is caused in part by a party indemnified hereunder.

In any and all claims against the Districts or any of its officers or employees by an employee of the contractor, any subcontractor, anyone directly or indirectly employed by any of them or anyone for whose acts they may be liable, the indemnification obligation under this paragraph , shall not be limited in any way by any limitation of the amount or type of damages, compensation, or benefits payable by or for the vendor or any subcontractor under worker’s or workmen’s compensation acts, disability benefit acts, or other employee acts.

23. Selection Announcement The tentative selection of a vendor will be announced to the selected vendor by telephone and in writing and to non-selected vendors in writing. All communication with the Districts about this RFP must cease after deadline for receipt of questions.

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24. Proposal EvaluationTypical evaluation criteriaProposals will be evaluated using the criteria detailed below:

24.1 Functional and operational compliance with this RFP24.2 Service, including project management, implementation, maintenance and training 24.3 System feasibility, concept and suitability, including use of open systems, and Commercial Off

The Shelf (COTS) products24.4 Flexibility, ease of modification or change, ability to configure the system without custom programming24.5 Demonstration, including benchmark demonstrations and/or reference site visits24.6 System Costs24.7 Product functionality, user interface integration

Important FactorsFactors that are important to include, but not limited to: 1. Adherence to proposal format and providing complete information within the proposal2. Conformity of equipment to desired specifications3. Level of integration within the entire system4. System performance/response times5. Quality references and credentials6. Proposing proven fielded products7. Service, warranty and maintenance commitment8. Proposed maintenance costs for entire system9. Feasibility, timeliness and quality of proposed product and schedule10. Financial stability and resources of the vendor11. Experience and technical expertise of staff12. Functionality that meets the requirements of the RFP 13. Favorable demonstration of components of the proposed system14. Favorable site visits15. Completeness of solution16. Quality of documentation and training17. Future capabilities/interoperability of the entire system18. Economic feasibility and justification of costs19. Price of proposed system as it relates to current and future needs20. Options, and their costs to the proposed system21. Freedom from premature obsolescence22. Implementation and growth plan

The following sub-sections describe the expected requirement to meet the needs of the Districts. These sections represent technical and operational requirements that the Districts are requesting be addressed in the proposals.

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25. Requirements Compliance25.1 Vendors shall respond as either COMPLY, NOT COMPLY or Exception to the items below. In

addition, vendors are required to provide detailed responses immediately following each requirement.

25.2 If a vendor takes EXCEPTION to a particular item, they shall provide an alternative recommendation for how they intend to meet the requirement. If a vendor’s proposal does not fully meet any requirement, there must be a section labeled “exceptions to requirements.” In this section, every requirement that the proposal does not fully meet must be revealed and a proposed solution shall be offered.

25.3 Provision for an “exception to requirements” section is not to be construed as a willingness to accept proposals, which do not meet all requirements. It is recognized that a potential vendor may be able to provide a solution that exceeds the functionality desired, in a manner that has not been considered by the Districts. It is strongly recommended that all submitted proposals meet all requirements identified in this RFP.

25.4 New network system features in the RFP are specified as requirements as they represent an essential feature to providing 911 services. Required features are represented by the use of the words: “must”, “requirement” or “required”.

25.5 Some features may be listed as desirable. These features are desirable but not required. They are represented by the words: “desired” or “desirable”. Desirables will be considered when evaluating proposals, but only after requirements are addressed.

25.6 It is the intent of this RFP to procure an IP-enabled ANGEN compliant 911 controller, includinghardware, software, networks, and components, to support all current VoIP, wireless and wireline 911calls. It must be scalable to support future ANGEN911 IP features and requirements.

25.7 Requirements as listed in this RFP section are not all-inclusive but are meant to provide a granular index of network requirements for the ANGEN network. Other sections provide requirements relating to project items that are not necessarily network technologically related.

25.8 Vendors responding to this RFP are required to provide detailed responses immediately following each requirement.

26. Next Generation Compatibility This document provides the minimum requirements that the proposal will need to address when offering the ANI/ALI controller, workstation options for NG911 functionality and compatibility. It is not the intent of this document to provide details that would focus a vendor’s solutions toward one particular technology. The vendor must provide their individual solution(s) and products configured in a manner that utilizes the latest NENA and Association of Public Safety Communications Officials (APCO) NG911 recommendations. The selected vendor will be responsible to interface with the ANGEN 911 network as it is implemented and evolves. The selected vendor will be required to provide a letter

stating their acceptance with this requirement.

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27. Network Requirements27.1 The ANGEN board will provide a secure IP network over the Alabama Supercomputer Authority

(ASA) network to deliver Emergency 911 call delivery to the PSAP locations. 27.2 The vendor guaranties and is responsible for all IP network connections between the 2 hosted

controllers to the ANGEN network. The ASA network provides connectivity between the PSAP locations and the 2 ANGEN servers.

27.3 The vendor shall provide a geo diverse redundant hosted ANGEN compliant ANI/ALI controller equipment and CPE PSAP equipment.

27.4 This secure IP network (ANGEN-ASA) will be configured with additional bandwidth to support MIS functions and Mapping interconnections.

27.5 The vendor shall provide detailed bandwidth requirements to operate the system. The bandwidth requirements may be separated by application being transported. Example would be, 911 VOIP call delivery has priority over MIS traffic.

27.6 The vendor shall provide a detailed network diagram showing connections for each component proposed.

27.7 Administration lines will be considered on a per PSAP basis. A price must be included for a local interface to PSTN phone service for those ECDS who desire to use the solution for public phone service.

27.8 Administration lines are integral to any failover configuration and shall remain locally survivable at each PSAP location in the event of a system outage. The vendor proposed design shall provide this capability in their solution. A drawing shall be included in the description.

27.9 IP connections between the 2 hosted controller locations will be an ESInet partition on the NGEN-ASA network.

27.10 The ASA network being provided will include all routers, firewalls and network monitoring. An RJ45 Ethernet interface will be provided to the ANI/ALI controller vendor. IP routing addressing information will be provided.

27.11 The vendor shall provide coordination with ASA connections to the controllers.27.12 Additional equipment beyond the IP connectivity being provided by ASA will be the selected

vendor’s responsibility. Examples would be any gateway required to convert the IP information into another format for Fire Walls / Session Boarder Controllers / CAD / Mapping / Voice Recorder connections or analog voice connections at each PSAP location.

27.13 The vendor shall be required to accept incoming emergency 9-1-1 calls on the ANGEN-ASA network using the TCP protocol. UDP will not be acceptable. Emergency Services networks using the ANGEN specifications.

27.14 CAMA Trunks serving each PSAP will have to be relocated to each proposed host site. The vendor is required to document how they handle this relocation and all costs to each District for the relocation of the CAMA Trunks.

27.15 ALI Circuits serving each PSAP will have to be relocated to each proposed host site. The vendor is required to document how they handle this relocation and all costs to each District for the relocation of the ALI Circuits. Due to the proposal hosted configuration of this RFP, it is expected that the number of ALI circuits be reduced.

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28. ANI/ALI Controller/Host Requirements28.1 Each ANI/ALI controller service, time synchronization system, MIS, and other support

components shall be housed in a facility somewhere within the State of Alabama (for example Huntsville, Montgomery). This facility shall be a hardened facility that is able to withstand flooding and other weather-related problems. The facilities shall be secure, with secure access and security cameras monitoring entrances, exits and other key areas. Access reports and video surveillance records shall be available and archived for one year.

28.2 The host center shall allow 24/7 access to service personnel and be supported by emergency generator back-up electrical power, as well as UPS back-up power.

28.3 Temperature and humidity monitoring shall occur.28.4 Fire alarms, fire suppression and AC power monitoring shall occur.28.5 There shall be 2 hosted facilities for the ANI/ALI controller equipment. The hosted facilities

shall be geographically diverse. In the event of a problem at one host center, the other host center shall be capable of supporting at least 100% of the 911 traffic to the PSAP’s. Network entrance facilities providing connectivity to the host facility shall be supported via diverse telephone entrance facilities.

28.6 The vendor shall describe the host facility’s including any features not listed above. Vendors shall include an AutoCad (or equivalent) drawing of the hosted facility. Vendor will include the proposed CPE solution to the remote PSAP’S.

28.7 ANI / ALI controllers and associated devices require replacement at each PSAP location within the Districts. While designing solutions, vendors responding to the ANI / ALI controller requirements of this RFP shall reply to this section and address all of the technical requests outlined in this section. Vendors are encouraged to offer alternate suggestions that address the Districts requirements.

28.8 The ANI / ALI controllers shall use VoIP switching technology. The system shall be capable of supporting online monitoring, system administration and maintenance positions, either locally or remotely through a standard switched telephone line or Virtual Private Network (VPN) IP solution.

28.9 The Controllers, Workstations, MIS/CAD/Voice recording ports, and other servers connected to network are required to utilize a NENA recommended timing source. The proposal shall quote a NENA recommended timing source.

28.10 Spares for the Controllers shall be locally stocked. Vendor shall provide an inventory list of recommended spare equipment and proposed location of such equipment.

28.11 The vendor shall have insurance to cover the equipment from loss – property and casualty especially loss to lighting and flood. The vendor shall attach a certificate of insurance to this proposal.

29. CPE- System MonitorThe CPE system shall be equipped with a monitoring capability located at the provider’s equipment location. The system shall be capable of providing information in a type of display format that supports monitoring of all voltages, and system alarms of the communication equipment. Upon a failure condition, the system monitor shall display an alarm message. Major or critical and user-defined alarms shall alert PSAP and support personnel from any of the PSAP locations via SMTP, SMS and /or email.

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30. CPE – Recommended Standards All equipment proposed shall comply, where applicable, with industry standards such as NEC, United Laboratories (UL) approval, ISO, OSI, IEEE, ANSI, EIA, TIA, (including ANSI / EIA / TIA-568 Commercial Building Telecommunications Wiring Standards), ANGEN-ASA standards etc. Proposed equipment shall be compatible with NENA/APCO standards and standard telephony protocol(s), where applicable.

31. Workstation RequirementsVendors shall provide in detail minimum specifications (including Hardware and Software) for workstations that will be needed to attach to the host equipment. Workstation hardware will be equipped with 2 Flat Screen Monitors and voice answering hardware. One screen will display 911 calls and one screen will display the map. Screens will not be required for just telephone positions.

32. Stakeholder Lease or Purchase PSAP Workstation EquipmentEach of the Districts will be responsible for the lease of the remote on-site PSAP workstation equipment respectively. The proposed solution is required to be priced at the component level, all equipment necessary to connect the ANI/ALI controller to the PSAP. It is requested to quote “Portable Workstation(s)”. The requirement for “Portable Workstation(s)”- this hardware/software solution shall allow a District to connect from another location and/or at the PSAP during special events to ANI/ALI controller using telephone lines or IP VPN connections.

33. Monthly Recurring CostsAny monthly recurring costs for each stakeholder that are not included in the equipment pricing are to be detailed in the pricing document for each stakeholder.

34. Manufacturer Upgrade Clause to NG911The vendor shall include all hardware and software upgrades in the specified maintenance pricing. The ANI/ALI controller will initially be installed with CAMA interfaces to the existing selective routers but be transitioned at a later date to the NG911 over ANGEN-ASA. This proposal shall include all pricing to support the connections to the new system as well as transition costs. This will include all labor, software, hardware and services. The Districts shall not pay additional upgrade costs including labor outside of the specified maintenance pricing.

35. Manufacturer Support RequirementsProposed ANI/ALI equipment manufacturer is required to meet or exceed 5 years of manufacturer support. It is a requirement that a letter signed by a manufacture company official be included in this proposal. Non-ANI/ALI controller system manufactured equipment such as PC’s Microsoft Operating Systems (OS), monitors, miscellaneous equipment, etc, are required to be supported by the vendor for 5 years or greater. It is a requirement that this specification be acknowledged in a letter included in this proposal from an authorized representative, of the proposing manufacturer.

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36. Warranty and MaintenanceA minimum of a one-year warranty period is required for all hardware, software, and ancillary equipment provided by the successful vendor. The one-year period will commence upon final acceptance of the system. The vendor must provide maintenance for all hardware, software upgrades, and other critical component maintenance on the entire system for a period of 5 years. The proposal should also include a 5 year maintenance plan to maintain the operation of the ANI/ALI controller, and its components. The proposal shall be for 24x7 on all equipment & software. The proposal should include any discounts for all Districts.

37. ANI/ALI Controller ServiceThe proposed systems and services that are inherently upgradeable will be given preference over ones that cannot easily be upgraded. This flexibility will allow the system to stay in useful service longer. PC-based systems shall use an open, Windows – based architecture. If a proposed system is proprietary, the vendor shall show good reason for their advantage.

38. General Requirements38.1 System shall be reliable with no single points of failure. The ANI/ALI controller equipment

shall interface to the existing mapping applications or be upgraded to the vendors mapping system at no cost to the District. Any proposer provided mapping system must be upgradable for future map additions. The Districts mapping vendors are listed in the table below:

38.2 System shall interface to the existing CAD systems and be upgradeable for future systems. The

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Agency Name Existing Mapping

Butler County, AL ECD GeoComChilton County, AL ECD GeoComCity of Daleville, AL ECD LASCity of Enterprise, AL ECD LASCoffee County, AL ECD LASCovington County, AL ECD MapInfoCrenshaw County, AL ECD LASDale County, AL ECD MicrodataGeneva County, AL ECD LASHenry County, AL ECD LASHenry County, AL ECD LASHouston County, City of Dothan, AL ECD Looking Glass

Districts CAD systems are listed in the table below:

38.3 The system shall interface to Voice Recorders or related devices using RS-232.38.4 System installation shall be performed professionally, and extensive acceptance testing shall be

well documented.38.5 Workstations shall be capable of interfacing and support a common headset or handset for

telephone and radio access.38.6 Workstations shall be user profile configurable for custom incoming and outgoing volume

control.38.7 The 911 and administrative call-alert tones shall be clearly distinguishable.38.8 Individual PSAP user configurable statistical reporting for incoming and outgoing calls, 911

calls and administrative calls is required.38.9 Wireless call-handling shall be advanced to limit the impact of wireless call storms on call

processing and future scalability.38.10 ALI re-bid shall be automatic or manual depending on each Districts configuration, to assure

accurate wireless location information.38.11 The system must support TDD function with pre-programmed messages.38.12 The system must be supported, by a minimum two-hour on site response time with appropriately

factory trained personnel to each controller location or each PSAP if the problem cannot be remotely corrected.

PSAP Installation

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Agency Name Existing CADButler County, AL ECD Montgomery Technology CAD  MTCChilton County, AL ECD  Southern SoftwareCity of Daleville, AL ECD SUNGUARDCity of Enterprise, AL ECD Computer Information Systems CISCoffee County, AL ECD LASCovington County, AL ECD GLOBALCrenshaw County, AL ECD LASDale County, AL ECD GENERAL DATABASE VOLICTY NDMGeneva County, AL ECD LASHenry County, AL ECD LASHenry County, AL ECD GENERAL DATABASE VOLICTY NDMHouston County/Dothan, AL ECD HTE PUBLIC SAFTEY / SUNGUARD

39. Additional TerminationsAny PSAP termination point such as jacks, patch panels and cables will be labeled and identified by circuit number, position, port, etc.

40. Common Labeling/Numbering SchemesThe proposer shall see that all equipment, wiring, and terminations are labeled in a fashion that relates to the common name for network connections rather than, or in addition to, proprietary or internal numbering schemes. Labeling schemes are required to be approved by the individual District staff during the installation process.

41. Data Patch PanelAll workstations, ALI links, maintenance terminals, etc. shall be terminated on a vendor-provided data patch panel to allow for end user patch cord fault isolation.

42. Dedicated Wiring Vender shall be responsible to provide dedicated CAD / Mapping / Voice Recorder port jacks near the PSAP-owned CAD, mapping systems, logging recorder and third-party mapping equipment.

43. Alarm PlacementAll system alarms are required to be monitored in the call-taking / dispatch area of the communications center by the vendor and the PSAP.

44. Answering Position EquipmentThe proposed system will provide users the ability to perform required and routine telephony functions with a minimum impact and/or conflict with Computer Aided Dispatch (CAD) and/or radio operations and other associated equipment.

45. CablesAll cables, including those to printers, modems, terminals, etc., will have connectors at both ends in order to facilitate movement of the equipment. Appropriate shielding is required.

46. Console Equipment Cable Extensions At a minimum, the user will be provided the capability to answer, release and transfer incoming calls with a single mouse-click. If the proposed solution requires new console equipment, since the installation of PCs can vary, it is a requirement to include, at a minimum, 10-foot video, keyboard, mouse and speaker extension cables for each PSAP workstation if needed, in this Proposal.

47. Responsibility for Equipment The vendor is required to assume complete responsibility for any tools, test equipment and/or other items that are the property of the vendor throughout the implementation phase of the contract. The purchaser, in

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essence being the Districts, assumes no responsibility for lost or damaged items that the vendor may leave on the premises for the system unless negligently lost or damaged by the purchaser.

48. Site Clean-UpVendor is required to perform clean-up tasks after each phase of the upgrade or construction/installation. The condition of the premises where installation is taking place must, at the end of each day, be restored as nearly as possible to original condition. It is understood that some items will be left for the next day’s work; however, the condition of the site must be such that the operation of the existing communication/computer facilities at the site shall not be impaired by ongoing construction, and/or installation materials by ongoing construction, and/or installation materials left haphazardly throughout the premises. All trash will be removed, agency trash cans / dumpster will not be used unless agreed to by individual PSAP.

49. Subcontractors

Proposers must state in their proposal any subcontract activities that are required in the design, supply or implementation of the proposed system.

50. Removal of Items All items rejected must be removed immediately by the vendor at the expense and risk of the vendor. If the vendor fails or refuses to remove the rejected items, they may be sold by the Districts and the proceeds used to cover all related expense incurred by the Districts.

51. Headset/Handset InterfaceThe proposed solution shall allow for the use of both handsets and headsets. Proposed solution shall allow for a “dual-jack” configuration to allow up to 2 persons to interact with the caller.

52. Malware and Virus Protection

The proposal shall include malware and virus protection for all servers and workstations. Regular updates of the software are required. Please detail the frequency of updates, and how they are delivered to the remote workstations. Costs for updates shall be included in maintenance pricing.

53. Remote Maintenance It is a requirement that all equipment support remote maintenance access via a protected and firewalled Internet VPN or similar solution. Remote entry into the system will be limited to those authorized through the system administrator function and be password protected. The Districts utilizing the proposed system shall be notified in advance for all maintenance, and upgrades to the proposed equipment.

54. Transient Voltage Surge Suppression (TVSS)It is a requirement that all telephone equipped ports that connect to, or could connect to private or lease line facility including CO POTS, 9-1-1 trunks, DS1 facilities, IP Gateway, IP circuits via fiber or any other lines terminating on the system are protected by external secondary TVSS devices.

55. TVSS -UL Listed These devices must be United Laboratories (UL) listed as TVSS or Transient Voltage Surge Suppressors. These devices shall meet or exceed UL standard 479A.

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56. TVSS -Clamping Voltage The TVSS devices must list a clamping voltage of 230 volts (.23kV) or less for plug-in TVSS, or commensurate with the service voltage on hard-wired TVSS.

57. TVSS – Degradation of ServiceIt is required that the TVSS will in no way degrade the audio signaling to the workstation.

58. Grounding All equipment connected to the proposed system shall be grounded and meet or exceed all grounding standards.

59. Uninterruptible Power Supply (UPS)/Backup Generator All proposals shall include the power requirements that meet each of the Districts emergency voltage requirements to continue operations during a power outage. Existing UPS/generator for each PSAP will be assessed by vendor to determine if more backup voltage is needed by the PSAP

60. Management Information System (MIS) 60.1 The proposal shall include a MIS component. The MIS shall collect, store and collate data into \

individual PSAP reports, enabling interpretation and evaluation of performance, trends, traffic capacities, etc. It shall also demonstrate robust security features including audit tracking and have a clear, concise plan for archival of the data collected. Users shall be restricted to their PSAPs records

60.2 The proposed equipment shall support a MIS solution that provides detailed reports, utilizing District-provided benchmarks including, but not limited to:60.2.1 Number of calls not answered within “X” number of seconds 60.2.2 Percent of calls not answered within “X” number of seconds

60.3 Number and percent of calls for the following categories: 60.3.1 Based on ECD(s)60.3.2 Based on position(s) 60.3.3 Based on agent(s)60.3.4 Based on trunk(s) or line(s) 60.3.5 Based on groups of positions 60.3.6 Based on groups of trunks or lines 60.3.7 Based on time of day 60.3.8 Based on shift duration 60.3.9 Based on day of week 60.3.10 Based on week, month, quarter 60.3.11 Based on abandoned calls 60.3.12 Based on outbound calls

61. Training Plan The vendor must identify any training required or recommended, length of course and location. Onsite

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training is preferred, either at a central location or each of the Districts and must be offered whenever practical.

62. Training-Management Information SystemEach District shall be trained on how to utilize the new interface and the MIS component. The vendor shall describe the training packages included in the initial pricing. If further training is needed the individual District will contact the vendor for additional training, availability, cost and delivery of onsite training.

63. Training-ANI/ALI Controller MaintenanceEach District desires to perform basic add moves, and changes for administrative lines. The vendor shall provide the initial training packages that would support this type of activity. If further training is needed for this activity the individual District will contact the vendor for additional training, availability, cost and delivery of onsite training.

64. Equipment System Manuals The vendor shall provide each District one complete set and one electronic copy, or one CD of manuals for all equipment procured and supplied as part of the contract in addition to one complete set of all manuals per PSAP.

Section Deliverables Statement

65. Controller/Workstation Features65.1 The following sub-sections describe the expected deliverables for the project. These sections also

represent technical and operational requirements that are required to be addressed in order for a proposal to be accepted. Some items may expand on or simply reiterate requirements found in previous sections of this document but may require emphasis or may also apply to solutions in this venue without deviating from the intent of those previous requirements.

65.2 The Districts understand that not all of the items listed below reside on or are functions of the controller, but are items/functions that are currently available to one or more of the Districts. None of the Districts wish to lose functionally or features that are currently available.

66. Automatic Call Distribution (ACD) Ring FeatureThe vendor shall describe in detail, the ACD ring features available in their system. This shall include different types of ring cadence between 9-1-1 calls and administrative line calls. Each District must have the ability to set ACD settings as needed. Call answer queue should be same at each PSAP.

67. ACD Bypass -Selective Answer The CPE must present calls on the trunk buttons or icons with concise ALI and call age information that

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would allow call-takers the ability to over-ride any ACD feature and selectively answer calls based on key information such as location via ALI or time in queue in a non-ACD mode.

68. Alternate Routing The ANI/ALI controller systems must have the ability to Alternate Route 9-1-1 or Administrative calls and maintain ANI/ALI or Caller ID to a designated alternate, Agent Group or Alternate networked PSAP when:

1. All Agents are busy at the targeted group of workstations 2. All call takers are logged in or out 3. Based on a pre-programmed no answer timeout

69. Abandoned Call InformationThe ANI/ALI controller system must be capable of collecting the ANI digits and processing the ALI lookup regardless of the condition of the call (i.e. online or hung up). The ANI/ ALI controller system must collect the digits immediately after any seizure event on the 9-1-1 trunk and then process the ALI lookup. The ANI/ALI of the abandoned caller must be available for viewing by the call taker.

70. Active Call Priority Queue Management The system must automatically prioritize active calls over abandoned calls in the 9-1-1 Longest Ringing9-1-1 queue. It shall also be possible to process abandoned calls by clicking on a dedicated “Abandoned Calls” button on the answering position to avoid keeping them in the queue for too long. Vendors shall also describe how this process works with wireless calls.

71. ALI Caching The system must be able to store ALI data received from third party ALI databases (i.e. Telco ALI database). The system must send stored (cached) ALI information in response to subsequent queries for the same information providing faster ALI display on call-taking workstations in the event that a call is transferred to another workstation.

72. Call InformationThe workstation must display the ANI/ALI or Caller ID information of any active 9-1-1 or administrative call. It must also provide additional information on the call such as the ANI decoded, the ESN number, the circuit id or name, the status of the 9-1-1 caller (online or hung up), and call statistics (number of emergency calls waiting in the ACD queue and on hold).

73. Call/Line Indicators The answering position must indicate incoming emergency and non-emergency calls by both audible and visual means. 9-1-1 trunks must have a different audible and visual signal from other call types. The Call type audio is required to utilize speakers that are preferably built into the proposed monitors. The answering position shall also have the ability to visually display the status (idle, busy, ringing, on hold and out of service) of each emergency and non-emergency line.

74. Call Back

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The ANI/ALI controller system must have the ability via a single key or icon to ring back (call) a Wireline, Wireless, TTD/TTY or VoIP 9-1-1 caller by utilizing the ANI or Caller ID received or embedded in the ALI response. The ANI or embedded ANI must be utilized to call back a 9-1-1 caller by dialing the callers telephone number received during the E9-1-1 call setup. This could be a shared feature with a few outbound lines at the Host Switch. The proposer must describe in detail how this function works.

75. Call Back-Automatic Prefix The ANI/ALI controller system must support an automatic method to prefix the ANI callback format to meet the requirements for toll calls and access PBX/Centrex lines when necessary.

76. Call Back–Group ConfigurationThe call back group must have the option to be configured exclusively for callbacks and not utilized for general system speed or outgoing call applications, if the PSAP desires this configuration.

77. Call Feature-Answer Control The call-taking application must offer a feature button that allows a call-taker to put them in and out of “live” work-state so that the position can selectively answer 9-1-1 calls when the call-taker is in a training environment.

78. Call Feature–Disconnect Call takers must be capable of releasing an existing 9-1-1 call at any time, regardless of whether the calling party has hung up.

79. Call Feature–Hold The answering position must allow the call taker to place up to three 9-1-1 or administrative calls on hold with a single keystroke or mouse click. The duration the call that is on hold and the user that placed the call on hold must be available to the individual agent or system agents.

80. Call Feature-Hold–PSAP defined Timeout Timeout of calls based on user defined parameters shall represent the call to the agent that originally placed the call on hold and then after a different no answer time out present the call to the group and maintain the age of the call and inform the answering agent that the call was previously on hold.

81. Call Feature-Hold–Retrieval To assist in retrieving the proper call, any call taker must be presented with a list of calls on hold, showing the ANI, the ESN, the trunk number, the time, and date at which each call was placed on hold. Call takers must also have the capability of retrieving 9-1-1 calls that have been placed on hold at another call takers’ position.

82. Call Feature-Hold–Storage

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The ANI/ALI controller system must store the ANI/ALI information while the call is on hold, hence avoiding repetition of the ALI request.

83. Call Feature-Monitor–Workstation Access Any authorized call taker or supervisor log on profile must have the ability to listen to another call taker’s telephone conversation from any workstation.

84. Call Feature-Monitor–Station Access It is required that monitoring shall be performed from authorized system phones in addition to Supervisor workstations.

85. Call Feature– Join–Workstation Access Any authorized call taker or supervisor must have the ability to enter an in progress call taker conversation from a system workstation, either from the click-free monitor mode as detailed earlier or initially from an idle state. The call taker, supervisor and caller are then part of a multi-way conference.

86. Call Feature-Join–Station Access Any authorized call taker or supervisor must have the ability to enter into an existing call by clicking on the appropriate icon, activating a soft button or entering a feature code. This feature shall be controlled by system logon. Please describe how the proposed solution meets these requirements.

87. Call Feature–Barge-In Workstation AccessAny call taker or supervisor must have the ability to barge into an existing call by clicking on the appropriate circuit indicator on their workstation screen. Upon entering any 9-1-1 or administrative call for which ANI/ALI or Caller ID information is available, such information shall be immediately displayed on the call taker’s display.

88. Call Feature-Barge In-Station Access Any authorized call taker or supervisor VoIP Station must have the ability to barge into an existing call by clicking on the appropriate icon, activating a soft button or entering a feature code.

89. Call Feature–Muting-Workstation Access Any call taker must have the ability to block the caller from hearing and talking with the remaining parties in the conference.

90. Call Feature-Privacy-Workstation Access Any call taker must have the ability to block the caller from hearing any conversation from the remaining parties in the conference. The caller's conversation shall continue to be heard from the remaining parties.

91. Caller ID

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The ANI/ALI controller system must be capable of providing the name and telephone number of the caller, on both digital, IP and analog telephone lines.

92. Conference Calling The ANI/ALI controller system must provide the call taker the ability to remain on a call and add a new party (i.e. Language Line Services) to the conversation without regard to the type of line or trunk. Conferencing must not degrade the quality of the audio. Any party must be able to drop out of the conference, leaving the others talking as long as at least one of the other parties possesses central office trunk supervision on his/her connection. This feature is required to support up to three parties in any combination of inside or outside parties.

93. Conference Call SetupConferences must be activated by using a single keystroke without putting the caller on hold in a non-attended fashion. The caller may or may not remain online at all times. The system must allow a minimum of three parties to be placed in a conference simultaneously.

94. Conference An icon or window must contain an indication for each party involved in the conference beside the call taker. Each status icon must provide the following indications: line number, trunk number, privacy mode, mute mode, and TDD/TTY.

95. IRR Call takers must have the ability to playback calls and radio traffic.

96. Error ANI Spills When an erroneous ANI spill is received, the ANI/ ALI controller system must forward all of the ANI digits received to the call taker.

97. System Wide Speed Calling The answering position must allow the call taker to automatically dial a pre-programmed system-wide speed dial number with the push of a single button.

98. Speed Dialing-Quantity The system must provide for a minimum of 2500 system-wide speed calling numbers.

99. Speed Dialing–Primary & SecondarySpeed dialing must be capable of performing primary and secondary dialing for dialing, transfers, conferences, and other functions, such as, long distance access, card numbers, and PIN access.

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100. Speed Dial–LibrariesSpeed Dial Libraries must be stored in a database that resides on a network storage solution or support a method that any update is communicated to all workstations and not require individual updates.

101. Speed Dial–Library SearchUsers must have the ability to search the speed dial library for a given entry by typing the first few letters of the entry.

102. Speed Dial–Icons Speed dial locations must be displayed as a button or icon. Each button or icon must provide access to a single entry, a group of entries, or a group of groups. Management must have the ability to assign the descriptive label that appears on the buttons.

103. Speed Dialing–Alphanumeric Speed dialing must support the ability to dial alphanumerically, for example: 1-800-EXAMPLE.

104. Speed Dialing–Mouse/Keyboard Speed dial access must be available by either a simple mouse click, keyboard entry, or a combination of both.

105. Speed Dial-Workstation-Preprogrammed List The call taker speed dial must allow the call taker to quickly access frequently called telephone numbers from a pre-programmed list. Each list must be properly identified with a descriptive tab such as Hospital, Administrative, and General. The call taker shall simply click on the list tab in order to select the corresponding speed dial list and speed dial number.

106. Speed Dial–Workstation-List Button Each speed dial entry in the speed dial list must be assignable to a button on the call-taker’s screen. Each entry must also be capable of being directed to dial on the currently selected circuit, a particular circuit, or group of circuits.

107. Speed Dial–Workstation-Updates The call taker speed dial library is required to be available in a manner that District personnel can easily update all of the workstations. It is highly preferred that the workstations do not require to be placed out of service to update the list. It is preferred that the workstation utilize a common speed dial file, that would be collocated on one of the dedicated servers instead of individual files on each workstation.

108. Security–System Log–on–Prompts/FeaturesThe system is required to provide log-on capability. Each call-taker must be prompted to log-on based on a user name and password. Upon successful completion, all personalized features, IRR, functions, call routing by call type and capabilities must be made available to the call-taker. In addition, a separate administrative login must provide all MIS and Call Detail reports from any workstation.

109. Security-Unauthorized Access

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The proposer must submit a solution with security features to satisfy each District network security requirements (using, for example, routers or firewalls).

110. TDD/TTY-Detection The ANI/ALI controller system must be capable of detecting and alerting PSAP personnel that an emergency calls originating from Telecommunication Devices for the Deaf/Text Telephone (TDD/TTY) equipment has been detected.

111. TDD/TTY-Communication-Position Keyboard The ANI/ALI controller system must allow call takers to communicate with TDD/ TTY callers directly from their 9-1-1 answering position keyboard, without requiring the use of any external device. Call takers must also be capable of manually connecting to emergency calls originating from ASCII-type TDD/TTY equipment, as well as originating both Baudot protocol and ASCII protocol calls from their answering position.

112. TDD/TTY–Preprogramming The answering position must allow users to store and access (send) a minimum of 20 pre-programmed TDD/TTY messages, as well as to print the previous TDD/TTY conversations. The pre-programmed messages must be grouped under separate event type tabs for quick reference, such as Police, Fire, EMS and General.

113. TDD/TTY–ConferencingThe call taker is also required to have the ability to create a conference between the TDD/TTY caller and a minimum of three other parties in either 9-1-1 call-taking mode or administrative call-taking mode.

114. TDD/TTY–Interface The TDD/TTY feature must display the caller and the call taker's conversation separately as it takes place

(real-time). It must also contain all the user pre-programmable messages grouped into related categories such as Fire, EMS, and general.

115. TDD/TTY–Call Transfer TDD/TTY function must allow a call taker to transfer a TDD/TTY call to another call taker position. For example, if a call is answered by a fire call-taker/dispatcher, it may need to be transferred to either a police call-taker/dispatcher to appropriately handle the call.

116. TDD/TTY-ADA Requirements The TDD/TTY function must allow the call taker to alter its operation to comply with ADA requirements for HCO (Hearing Carry Over) and VCO (Voice Carry Over) calls. Controls to allow the selection of the appropriate mode must be available in the TDD/TTY window or display at all times.

117. TDD/TTY-Message Length The length of the message and number of characters received or transmitted is required to be unlimited.

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118. TDD/TTY–Compliance The TDD/TTY interface proposed must comply with all existing and known future FCC and/or legal requirements.

119. Transfer–Intelligent The intelligent transfer button must be able to be pre-programmed so that the feature allows a PSAP to develop a single Standard Operation Procedure (SOP) for transferring calls regardless of the type of incoming port that is supporting the call or the type of telephone facilities.

119.1 Example: The system will be supporting 9-1-1 Tandem trunks, POTS lines with Centrex transfer features and Ring-down lines. The system is required to have the ability to support all of the various different digit strings and maintain the original ANI when feasible. It is required that the feature support different incoming call types.

120. Transfer-Central Office The ANI/ALI controller system must provide the capability for an established E9-1-1 call to be transferred by the call taker, via the E9-1-1 tandem office, with a minimum of mouse clicks or via one button, to another PSAP or some other destination.

121. Transfer–PSAP–to-PSAPANI/ALI controller system is required to provide the capability of transferring a 9-1-1 call that is received via a digital, analog or IP interface that provides ANI/ALI, or Caller ID to an alternate PSAP that is networked via the proposed PSAP to PSAP network solution. The transferred call must transmit the original ANI/ALI or Caller ID to the alternate networked PSAP.

122. Transfer-Unsupervised Proposer is required to provide unsupervised transfers without utilizing a tandem feature. After the loss of current, lack of ground or after the outbound call on hook status is detected, the call is required to release. This specification is required to support any inbound or outbound lines.

123. Wireless text (TXT) Messaging and Video PresentationThe workstation must be capable of receiving and transmitting Wireless TXT messages as well as accepting wireless video images as the standards are ratified. If the system is not presently capable, the ANI/ALI Controller and/or Workstations must be capable of supporting this feature without additional costs to the Districts.

124. Wireless–Queue Management

The ANI/ALI controller system must keep only one call in the 9-1-1 Longest Ringing queue for any given Calling Party Number (CPN). The new call with the identical CPN must replace the existing one in the queue and keep its priority.

125. Wireless and VoIP Call Handling

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Wireless and VoIP calls must be presented and include all standard call-handling features. Handling of wireless and VoIP calls must be transparent to the call taker in that all telephony features and functions at the call taker position are the same as that of a wireline call. Single step ring back is mandatory, as well as Automatic ALI re-bid. The call taker must not be required to perform a manual ANI ring back or manual ALI queries for wireless calls.

126. Wireless-Auto ALI Re-bid The system is required to automatically update Latitude/Longitude (X/Y) coordinates at regular PSAP determined intervals to the port that is supporting the third party mapping solution. This feature must be configurable as to the number and frequency of intervals on a per wireless provider basis.

127. Workstation–ALI Display-AdvanceThe system must provide the ability to display ALI information to the call-taker before the call is answered.

128. Workstation-ALI Calls in Queue View The system must allow supervisors and/or call-takers to view, in real time, concise ALI information of all9-1-1 calls in queue at the PSAP. The system must be capable of providing queue information at each workstation similar to a reader board functionality where the color of each queue description line indicates the current threshold (number of calls waiting) reached by that queue. Selective answer provides this functionality.

129. Workstation-ALI Display-Simplified Call Wrap-Up The system must keep ALI information on the workstation screen after a call is completed giving call-takers the opportunity to reference the information even after the caller has hung up.

130. Workstation–ALI ParsingThe system must guarantee that ALI data is appropriately and consistently displayed when interfacing with different ALI providers that send their information in various formats (i.e. Wireline, Wireless and VoIP). This unique call identifier is required to be searchable in the MIS reports.

131. Workstation-Other Applications The system is required to provide an open API interface to support other software applications that would reside on the same PC console to receive information from the 9-1-1 system. This interface must provide, as a minimum, the following types of information to client programs: call status and ANI/ALI information.

132. Workstation-Other Applications-Applications ListEach proposer must indicate and make available copies of their respective APIs and furnish a list of applications that have been interfaced to their PC console software. Types of applications may include (but are not limited to): IRR and or Mapping by 3rd party vendors.

133. Workstation–Other Applications-AlertThe answering position must alert the call-taker when a 9-1-1 call arrives in the event that the call-taker is

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using another application, and it must be possible for the call-taker to switch to the 9-1-1 application with the click of one button.

134. Workstation–Trunk/Line Status The system must provide trunk and line status from any console in the system. Information such as active, on hold, available, working user, working position, call duration, and other call specific information must be provided.

135. Workstation-Intercom The system must provide an internal intercom. Users and supervisors must have the capability to select whether the intercom audio is routed to their headset or handset. Use of the intercom feature must occur with a minimal number of keystrokes or mouse clicks.

136. Workstation-Instant Messaging Instant Messaging (IM) must be available from each PSAP workstation and be configurable or disabled according to individual PSAP requirements. Instant Messaging (IM) is required to be supported between any networked PSAP.

137. Workstation-Instant Messaging-Storage and Retrieval All Instant Messaging (IM) must be identified, stored and accessible by authorized PSAP personnel from a common location within each PSAP for up to one year.

Selective Routing Services

138. WirelineThe current selective routing services are currently supported by CenturyLink and AT&T. ANI/ALI

controllers are located at an existing host or at each PSAP. In the near future selective routing services will be provided by ANGEN, in Phase 3. The vendor is not to replace selective routing wire line service until ANGEN Phase 3 is ready. As migration to ANGEN 9-1-1 over ASA network occurs the vendor will be required to coordinate and make that transition. Software and hardware required for this integration shall be included in the RFP response.

139. WirelessCurrently, the Districts are under contract with CenturyLink or AT&T for wireless selective routing and PSAP trunks. In order to support existing requirements, multiple interfaces are available from CenturyLink or AT&T including SIP and CAMA. Current trunking estimates can be obtained from CenturyLink or AT&T. As migration to ANGEN 9-1-1 over ASA network occurs the selected vendor will be required to coordinate and make that transition. All software and hardware required for this integration shall be included in the RFP response.

140. System Performance

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140.1 The system must provide the capability to monitor, analyze, test, and log system performance data in accordance with known standards and best practices.

140.2 The system must provide the capability to collect system performance results and to execute performance trend analysis.

140.3 The system must provide the capability to establish alarm thresholds for critical services and to generate critical service alarms to the remotes and administrative personnel identified by

the Districts.

141. Data Management

If the system uses a DBMS to perform required functions, the following requirements apply:

141.1 The DBMS must provide the capability to alter the logical database structure(s). The system must provide mechanisms to support error correction.

141.2 The system must provide data storage capacity to maintain five years of data in an off-line archive.

141.3 The DBMS must provide the capability to archive data automatically to near-line and off-line data storage using data archive rules.

141.4 The DBMS must provide the capability for a database administrator to manually initiate an archive of specified data.

141.5 The DBMS must provide the capability to generate a summary report of the archived data.

141.6 The DBMS must log the history of all add, deletes, and changes to a database record.

141.7 The DBMS must support the access to other internal and external databases.

142. Security142.1 The system must certify/authenticate that the originating provider or other responsible party has been

granted permission to deliver calls. Strong authentication must be deployed with current best practices. 142.2 The system must provide the capability to monitor network security and to detect, analyze, and log

identified and potential security threats to the system devices and network.142.3 The system must provide the capability to manage security audit data. 142.4 The system must secure routing information against unauthorized modification. Remote or the District

management personnel must be the only entities who can authorize a change to routing information. 142.5 The system will be required to comply with the security standards in the ANGEN- PSAP user agreement. 142.6 The vendor should comply with the NENA NG-SEC security document where applicable.

143. Preliminary Testing Plan A preliminary acceptance testing plan is required in this RFP response. Testing must include a measurable testing process for each functional and technical aspect of the specifications listed in the vendor's proposal

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response.

144. Project ManagementIt is required that the vendor assign Project Manager(s), who are familiar with 9-1-1 networks, IP networks, as well as the proposed system. Bi-weekly project meeting will be conducted on site and/or via conference call as determined. It is a requirement that the proposal include the Project Manager’s resume with references and experiences on similar projects.

145. Project PlanThe selected vendor is required to submit a narrative that details the complete Project Plan. The plan must include details on how the present 9-1-1 service and operation will not be interrupted during the conversion process. Major areas of concern are as follows:

145.1 ANI/ALI controller system installation. 145.2 Analog and IP Network interface testing to gateways and PSAP location. 145.3 LI, interface testing. 145.4 CAD, Logging Recorder interfaces, Admin lines and PBX lines interface testing. 145.5 Detailed Acceptance Test Plan (ATP) for all IP and Analog Network functions and ANI/ALI

controller systems. 145.6 Gantt (or equivalent) chart is required showing projected project timeline.

146. Progress Reports146.1 The awarded vendor must email progress reports bi-weekly, or as requested. At a minimum, each

progress report must contain:

146.2 A clear and complete account of the work performed in the reporting period and an outline of the work to be performed during the next reporting period.

146.3 A bar chart or visual display showing the work accomplished by task versus the planned schedule of work specified by the contract and/or the cost schedule.

146.4 A discussion of any problems encountered or anticipated that might affect the completion of the contract within the time and fiscal constraints set forth in the contract, together with recommended solutions to such problems; or a comment that no problems were encountered.

146.5 A chart showing incremental costs for the reporting period for all services compared to the proposed timeline and the cost schedule or as required.

146.6 Any other pertinent information, i.e., analysis data.

147. Oversights/Failures/Unexpected Events All costs that result in oversights, equipment failures, and/or unexpected events that affect the vendor’s ability to fulfill the contract requirements remain the responsibility of the vendor.

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Repair Process

148. System Availability The System shall be collectively available for 9-1-1 call delivery 99.999 percent of the time, except when network outages occur.

149. Repair Logging/Reporting Vendor must explain the process to log and report all trouble reports and outages to the PSAP. Include in the response the frequency, delivery method, and what information is to be provided to the PSAP to ensure proper response.

150. Repair Tracking Vendor must describe the methods that are used to track system problems or errors and problem resolution timelines locally. Complete trouble history must be available when requested, web access is highly desirable

151. Response Time–Interruption of Service If the failure is interrupting the delivery of 9-1-1 calls, the responsible party must provide a qualified technician, on site at the controller or at the PSAP (depending on the issue), ready and equipped to handle the problem, within two hours of notification. It is required that the qualified technician will notify the PSAP that they are in route by a return call within 15 minutes to the PSAP, during normal business hours, 30 minutes is acceptable for after hour call outs. The vendor must describe in detail the ability to meet these requirements and how this will be accomplished.

152. Response Time–Non-interruption of Service Response time for any equipment failure that does not interrupt delivery of 9-1-1 calls must be within eight hours of notification, with a qualified technician ready and equipped to handle the problem.

153. Single Point of ContactThe successful vendor must be the single point of contact for any CPE or Network problems terminating on the solution that is proposed in this RFP.

154. Site History LogThe vendor must describe the method that would be utilized to maintain a site log that tracks problems, resolutions and upgrades that were performed both on site and remotely.

155. Support–Escalation Procedures

The vendor must describe the process and procedures that would be utilized by PSAP personnel when issues require escalation. Provide a copy of trouble escalation procedures complete with the names, titles,

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addresses, and telephone numbers of the persons who are to be notified. Include information for after hour escalation as well. The vendor shall keep this notification list up-to-date with each PSAP.

156. Technician AvailabilityTechnicians will be available remotely and/or on site as required twenty four hours a day, seven days a week.

157. Technician ExperienceThe vendor is required to provide the relevant employment history and training of technicians who will be servicing this contract including name and years of experience in the industry. Depending on the security requirements of the Districts any technician personnel will be subject to criminal background check before they can service the equipment.

158. Technicians List158.1 The vendor is required to provide a list of support technicians with the following information: 158.2 List must include number of certified technicians and levels of experience on the proposed solution

within two hours travel distance of each ANI/ALI controller/PSAP location.158.3 List and provide contact information for all of the systems that the vendor is currently supporting

within the State of Alabama. It is a requirement that the vendors have the necessary technical expertise and proven experience with similar equipment and configuration as proposed.

159. System Software BackupsThe vendor is required to configure all devices in a manner that the operating system, applications, system configuration and user defined data bases if applicable should be available should any component require a total replacement.

160. RestorationThe vendor must describe the intervals at which workstations, servers and ANI/ALI controller system(s) backups are performed during warranty and maintenance so that total restoration can be performed if a component needs to be replaced. It is recommended the vendor use a program that will duplicate the hard disk drive of a workstation to a CD so that a full restoration of the workstation can be completed quickly with one or two CD’s as an example. The vendor must explain in detail how the restoration will be accomplished on the workstations, servers and ANI/ALI controller if applicable.

161. Optional Items ProposalProposers are required to list by item name, description, unit cost, all available options for any items that may be included in the CPE installation in addition to the required options throughout this RFP.

162. Intellectual PropertyPSAPs have the right to unlimited exclusive use of all Intellectual property created as a result of this project.

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163. Patent InfringementVendor guaranties all districts will not be libel for any patent infringement law suits resulting from their use or district use of patents being contested.

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Attachment A

ECD District Facts & Proposed Needs

Agency Name CAMA TRUNKS

Admin Lines

Ring down Lines

Workstations (Positions) Proposed

Portable Workstations

(Positions) Proposed

1 Butler County, AL ECD 6 4 0 3 0

2 Chilton County, AL ECD 5 3 0 8 3

3 City of Daleville, AL ECD 4 3 0 2  

4 City of Enterprise, AL ECD 6 4 3 2 0

5 Coffee County, AL ECD 4 3 0 2  

6 Covington County, AL ECD 5 4 0 4  

7 Crenshaw County, AL ECD 5 4 0 2  

8 Dale County, AL ECD 8 12 3 4 1

9 Geneva County, AL ECD 6 3 0 3 0

10 Henry County, AL ECD 5 4 0 3 0

11 Dothan/Houston County, AL ECD 18 8 5 12  72 52 11 45 4

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Attachment BPSAP Location Table

Agency Name Name Title Address Phone

Butler County, AL ECD Sharon Robinson Director 1000 S Conecuh, St Greenville, AL 334-382-9911

Chilton County, AL ECD Dan Wright Director 500 2nd Ave North Clanton, AL 205-294-0911

City of Daleville, AL ECD Harvey Mathis Director 730 S Daleville Ave Daleville, AL 334-598-4442

City of Dothan / Houston County AL ECD Steve Collins Director 210 N. Saint Andrews St Dothan, AL 334-435-4774

City of Enterprise, AL ECD Lon E Jones Coordinator 501 S Main St Enterprise, AL 334-348-2697

Coffee County, AL ECD Marvin McWayne Coordinator 8 County Complex New Brockton, AL 334-894-4252

Covington County, AL ECD Kristi Stamnes Director 300 West Watson St Andalusia, AL 334-427-4911

Crenshaw County, AL ECD Scott Stricklin Director 21 S Falmar Ave Luverne, AL (334)335-4831

Dale County, AL ECD Larry Daniels Director 119 W Reynolds St Ozark, AL 334-445-9444

Geneva County, AL ECD Jeremy Williams Director 392 County Road 41 Hartford, AL 334-684-6947

Henry County, AL ECD Chad Sowell Director 101 E Washington St Abbeville, AL 334-585-1911

Henry County, AL ECD Chad Sowell Director 9 Park St Headland, AL 334-585-1911

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Attachment C

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Agency Name Existing Mapping

Butler County, AL ECD GeoComChilton County, AL ECD GeoComCity of Daleville, AL ECD LASCity of Enterprise, AL ECD LASCoffee County, AL ECD LASCovington County, AL ECD MapInfoCrenshaw County, AL ECD LASDale County, AL ECD MicrodataGeneva County, AL ECD LASHenry County, AL ECD LASHenry County, AL ECD LASHouston County, City of Dothan, AL ECD Looking Glass

Attachment DPricing

1 Primary PSAP/Hosted Site1.1 System controller/workstation hardware/software, Mapping interface compatible with all ECDs, Call Statistic Reporting  1.2 Network connectivity hardware/software/VPN  1.3 Installation  1.4 Project Management  1.5 Training  1.6 First year software license/maintenance/call center  1.7 First year on – site support  

2 Performance Bond  

3 Total base price  

4 Options4.1 Additional System controller/workstation hardware/software, mapping interface compatible with all ECDs, Call Statistic Reporting  4.2 Remote monitoring  4.3 Touch screen monitors  4.4 Large format monitors  4.5 Automatic Call Detail Record (CDR) Printer  4.6 System Activity Monitor  

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