Closed ATM View - 10/017-01
Unified Telecommunications Hardware and Implementation Services
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Canberra, Sydney, Melbourne, Adelaide, Perth, Brisbane, Darwin
The Civil Aviation Safety Authority (CASA) is seeking through this Request for Tender (RFT) to identify a value for money provider who will supply and install a solution that will involve the replacement of the existing PABX-based systems with a purely Internet Protocol (IP) based voice communication system that includes a call centre, unified messaging (integrated voicemail, e-mail, SMS, instant messaging and fax), presence awareness, and integration with existing video conferencing equipment where possible.
CASA requires the provision of goods and service to successfully implement a Unified Communications solution. The implementation will include the design of a complete system, procurement of the hardware, configuration of the systems and integration as described below, complete testing and a full set of operational documentation. The solution should be scalable to allow for an increase in CASA's user base and it is desired to have a serviceable life of over five years.
CASA requires that each respondent will provide a cost for each stage of the technical solution. The proposed stages are:
(a) Stage 1 – Core Telephony - The implementation of core telephony including central telephony servers, voice mail system (including integration with Outlook/Exchange and any client side software installs), devices in regional offices to support local survivability, hardware to support analogue devices, call accounting software, switchboard software and hardware, software for administration and management of the core telephony system, required telephone handsets and associated services.
(b) Stage 2 – Contact Centre - The implementation of the contact centre including required servers and software, configuration of the contact centre components as per CASA specified requirements and integration with CASA data sources as per CASA specified requirements.
(c) Stage 3 – Unified Communications - The implementation of a Unified Communications capability integrated with the core telephony. This includes required servers and software to allow tracking of the presence status for staff, instant messaging capability and any integration with the voice mail system routing rules. This stage will cover deployment of the solution to endpoint desktop and laptops as well as required mobile devices.
As detailed in Attachment B of the RFT documentation