Provision of Shoretel Telephony Maintenance and Support

Tender description

Wyre Forest District Council wish to appoint a Contractor to provide Maintenance and Support for the Shoretel Telephony Infrastructure and software. The appointment will be by way of competitive Tender. Submissions are requested for both a 3 Year and 5 Year contract. Wyre Forest District Council (WFDC) under took a complete refresh of its Telephony infrastructure in 2011 and now uses Shoretel switches and associated software to deliver its telephony, Unified Communications and Call Centre requirements. WFDC currently run a ShoreTel IP telephony system. The system is currently running version 14.2 on a virtual server. All VOIP traffic has QoS and is fully encrypted across the network. The call centre is running on ShoreTel Enterprise Call Centre 9. Incoming and outgoing calls are routed down two 30 channel ISDN 30 lines. Home workers are linked back into the ShoreTel system via IP230g VPN handsets and a pair of ShoreTel 5300LF VPN concentrators. Additional functionality: • Conferencing and Instant Messaging facilities are provided by an SA-100 conference bridge • Call recording is provided by Computertel Carina Call Recording linked to our incoming ISDN30, only incoming calls to the call centre are recorded. • Text messaging is provided via Processflows TMS and is integrated with Outlook. • Call logging is provided via CTI Proteus system. Keywords: system, support, maintenance, telephony, software, Shoretel