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ITEM: AUTHORIZATION TO UTILIZE A GENERAL SERVICES ADMINISTRATION (GSA) CONTRACT AS A BASIS FOR PRICING FOR THE PURCHASE OF A NEW TELEPHONE SYSTEM
REQUEST: Authorization to utilize GSA contract #GS-35F-0085U as a basis for pricing for the purchase of a new telephone system from Windstream Communications in the amount of $197,534.82.
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EXPLANATION: The IT Department is seeking authorization to utilize GSA contract #GS-35F-0085U, as a basis for pricing, for the purchase of a new Shoretel telephone system from Windstream Communications in the amount of $197,534.82. The current Avaya telephone system was purchased in 2010 and is not meeting the needs of Village employees, the Customer Service Department, Utilities Department, Emergency Operations Support and ultimately Village residents. The current Avaya Telephone system has a limitation of 38 concurrent calls that the Village can take inbound and outbound. This restriction has been an ongoing issue described as "the black hole". Callers impacted by the 38 call limitation go unanswered and unrouted. There have been numerous vendor support workarounds that continue to fail. Additionally, the manufacturer support for the existing Avaya telephone system hardware and software is currently at end of life. Upgrading the existing system will cost considerable amounts of money and resources. Instead, staff recommends procuring a new phone system that meets business needs, eliminates the 38 call restriction, is scalable as the Village moves forward, has true redundancy, and meets Emergency Operations Center requirements.
The implementation of a new Shoretel VOIP/SIP telephone system will include:
* Fail Safe Architecture (N+1 redundancy) = Always UP technology
* Emergency Operations Center Failover and Failback
* Business-Critical Reliability
* New and Improved Customer Service Call Center Functionality
* New Voicemail Technology
* Call Detail Reporting
* End User Ease of Use
* Eas...
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