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R-12-10-11-G2 - 10/11/2012 RESOLUTION NO. R-12-10-11-G2 WHEREAS, the City of Round Rock ("City") desires to purchase systems engineering, planning services, design services, software, implementation and execution phase services for the Cisco Voice System Expansion Project, and WHEREAS, the City is a member of the State Department of Information Resources ("DIR"), and WHEREAS, Presidio Networked Solutions, Inc. is an approved vendor of the DIR, and WHEREAS, the City of Round Rock desires to approve the Planning Completion and Acceptance document with Presidio Networked Solutions Inc. that delineates the contractual obligations relative to the Cisco Voice System Expansion Project,Now Therefore BE IT RESOLVED BY THE COUNCIL OF THE CITY OF ROUND ROCK, TEXAS, That the Mayor is hereby authorized and directed to execute on behalf of the City a document entitled "Planning Completion and Acceptance" with Presidio Networked Solutions Inc., a copy of said document being attached hereto as Exhibit"A" and incorporated herein for all purposes. The City Council hereby finds and declares that written notice of the date, hour, place and subject of the meeting at which this Resolution was adopted was posted and that such meeting was open to the public as required by law at all times during which this Resolution and the subject matter hereof were discussed, considered and formally acted upon, all as required by the Open Meetings Act, Chapter 551, Texas Government Code, as amended. RESOLVED this 11th day of October, 2012. rn ALAN MCGRAW, Mayor City of Round Rock, Texas ATTEST: SARA L. WHITE, City Clerk O:\wdox\SCClnts\0112\1204\MUNICIPAL\00259421.DOC c 3 EXHIBIT "Aa s' up"' R a i s F 3 f E I ESI D 1 $7, 3 � 7 k mg,.vt t Cisco Voice System Expansion _ S s City of Round Rock September 28, 2012 i i Cisco Voice System Expansion Planning Completion and Acceptance P R C S I ® I Planning Team Presidio Inc. Name Company/Function Phone E-mail Roger Haney Director of Professional Services 512-795-7142 rhanev@presidio.com Brett Marlier Account Manager 512-961-3958 bmarlier@presidio.com Derrick Roeske Project Manager 512-795-7138 droeske@presidio.com Ted Kilgore Sr.Consulting Engineer 703-975-6062 tkilgore@presidio.com Chris Hill Sr.Consulting Engineer 210-424-3941 chill@presidio.com Thomas Lansdell Consulting Principal 512-795-7132 tlansdell(c@presidio.com City of Round Rock Name Company/Function Phone E-mail Heath Douglas City of Round Rock 512-801-4520 hdouglas@roundrocktexas.gov John Bader City of Round Rock 512-671-2750 ibader@roundrocktexas.goy Brooks Bennett City of Round Rock 512-671-2731 bbennett@roundrocktexas.gov Tommy Sauceda City of Round Rock 512-844-4035 tsauceda@roundrocktexas.gov Revision: 3.0 Confidential and Proprietary Page 2 of 9 Cisco Voice System Expansion Planning Completion and Acceptance P R E S I ® I Revision History Revision Revision Date Name Notes 1.0 9-10-2012 Derrick Roeske Initial Customer Draft 2.0 9-17-2012 Derrick Roeske Added Reference to DIR-SDD-1386 Contract and Removed Standard T&Cs 3.0 9-28-2012 Derrick Roeske Updated T&Cs Notices: O 2012 INX LLC All Rights Reserved. This document and its contents are the confidential and proprietary intellectual property of INX LLC and may not be duplicated, redistributed or displayed to any third party without the express written consent of INX LLC. Other product and company names mentioned herein may be the trademarks of their respective owners. Revision: 3.0 Confidential and Proprietary Page 3 of 9 Cisco Voice System Expansion Planning Completion and Acceptance 1" R E S I ® I 1. Planning Documents 1.1.Introduction This Planning Completion and Acceptance document signifies agreement on successful completion of the Planning/Design for the Cisco Voice System Expansion for the City of Round Rock as well as the Scope of Work to be performed during the Execution Phase. 1.2.Planning/Design Documents (Attachments) The attached documents) represent the complete plan and design for the Execution of this project: • Systems Engineering Report dated September 7, 2012 with Revision#2.0 • Draft Execution Timeline—TBD Once SE is reviewed and finalized—Placeholder 1.3.Execution Phase Scope of Work See the attached Systems Engineering Report dated September 7, 2012 with Revision#2.0 for a description of the Execution Tasks/Scope of Work. 1.4.Execution Phase Deliverables Below is a summary of the Execution Phase Deliverables Key Focus Key Activities Deliverables • Execution • Installation • Final Project Documentation • Configuration • Testing • Go Live • Freeze Period • Milestone • Communicate milestone • Milestone Completion and Completion and completion for professional Acceptance document at end of Acceptance services Step VII • Project • Communicate project completion • Project Completion and Acceptance Completion and which signifies closure of project document Acceptance See the attached Systems Engineering Report dated September 7, 2012 with Revision#2.0 for a description of the Execution Tasks/Scope of Work. Revision: 3.0 Confidential and Proprietary Page 4 of 9 Cisco Voice System Expansion Planning Completion and Acceptance P R E S I ® I 1.5.Change Management Process Presidio emphasizes detailed planning and design prior to any complex systems project. One of the reasons for this approach is to avoid any change orders during the Execution Phase that could affect budget, schedules, or business interruptions. During and upon completion of the Planning Phase INX will review all detailed system design and features so that when implementation begins there will be no surprises. However, there are times when a change order will be requested by the client upon completion of the Planning Phase and if this happens the change request will be considered an addendum to this document and the attached Planning documents and will be performed accordingly. Revision: 3.0 Confidential and Proprietary Page 5 of 9 Cisco Voice System Expansion Planning Completion and Acceptance P R C S I ® I 2. Pricing Presidio will invoice the City of Round Rock based on the project milestones listed below: Milestone Milestone Description Fixed or Amount No. Estimated 1 Presidio Services:Completion of Steps I-VII Fixed $56,955.00 2 Presidio Services:Steps VIII-XI-Project Completion Fixed $26,795.00 GRAND TOTAL Fixed $83,750.00 Expenses-any travel and incidental expenses incurred by Presidio in association with the execution of this document are included in the pricing listed above. Revision: 3.0 Confidential and Proprietary Page 6 of 9 Cisco Voice System Expansion Planning Completion and Acceptance P R E S I ® I 3. Terms and Conditions 1) This Proposal is governed by the terms and conditions established in DIR Contract Number DIR- SDD-1386, between INX LLC and the State of Texas Department of Information Resources. 2) In addition to the terms and conditions outlined in the Texas DIR-SDD-1386 which govern this project,the proposed UC Design is based on Presidio and Cisco best practices.The Presidio Project team is confident and believes that the proposed design and solution will meet the City of Round Rock's needs based on the information received from the City of Round Rock and discovered during the Planning/Design phase of the Strategic Engagement Framework(SEF) process. Presidio has provided the City of Round Rock with a Fixed Price contract based on the Systems Engineering document, version 2.0, which includes the final design and scope of work. If Presidio has.not included hardware items that are required to implement the proposed design, Presidio will provide these items at no cost to City of Round Rock. 4 F t ti S a E 8 Revision: 3.0 Confidential and Proprietary Page 7 of 9 F i 4 Cisco Voice System Expansion Planning Completion and Acceptance P" R L S I ® I 4. Authorization to Proceed The use of signatures on this Planning Completion and Acceptance document is to ensure agreement on successful completion of the Planning of Phase of this project as well as the work to be performed during the Execution. Presidio's signature signifies our commitment to continue with the project as described in this document. Please review this document and all attachments thoroughly, as they will be the basis for all work performed by Presidio on this project. City of Round Rock Signature Date Printed Name&Title INX LLC,a wholly owned subsidiary of Presidio Networked Solutions, Inc. Signature Date Printed Name&Title Please sign and return the entire document to fax number 512-795-7194 or bmarlier@presidio.com. Thank you! Revision:3.0 Confidential and Proprietary Page 8 of 9 Cisco Voice System Expansion Planning Completion and Acceptance PR E S I ® I 5. Attachments 5.1.Systems Engineering Report 5.2.Draft Timeline l E Revision: 3.0 Confidential and Proprietary Page 9 of 9 r s PEsoi Cisco Voice System Expansion City of Round Rock, TX ( CoRR ) September 7, 2012 Cisco Voice System Expansion-Systems Engineering Report P R E S I ® 1 Planning Team Presidio Inc. Name Company/Function Phone E-mail Roger Haney Director of Professional Services 512-795-7142 rhanev@presidio.com Brett Marlier Account Manager 512-961-3958 bmarlier(a@presidio.com Derrick Roeske Project Manager 512-795-7138 droeske@presidio.com Ted Kilgore Sr. Consulting Engineer 703-975-6062 tkilgore@presidio.com Chris Hill Sr. Consulting Engineer 210-424-3941 chill@presidio.com Thomas Lansdell Consulting Principal 512-795-7132 tlansdell@presidio.com City of Round Rock Name Company/Function Phone E-mail Heath Douglas City of Round Rock 512-801-4520 hdouelas@roundrocktexas.eov John Bader City of Round Rock 512-671-2750 jbader@roundrocktexas.eov Brooks Bennett City of Round Rock 512-671-2731 bbennett@roundrocktexas.gov Tommy Sauceda City of Round Rock 512-844-4035 tsauceda@roundrocktexas.gov i Revision History Revision Revision Date Name Notes j 1.0 8/31/12 Derrick Roeske Customer Draft Submittal 2.0 9/7/12 Derrick Roeske Final Customer Submittal Notices: O 2012 INX LLC All Rights Reserved. This document and its contents are the confidential and proprietary intellectual property of INX LLC and may not be duplicated, redistributed or displayed to any third party without the express written consent of INX LLC. Other product and company names mentioned herein may be the trademarks of their respective owners. Revision: 2.0 Confidential and Proprietary Page 2 of 56 i � . �mVo�e��m ��n-��noEr�n�h��po� � RESU DU0 � Contents { 1. Executive Overview~~~~..~..~~.~~-~-.'~~~~-..~..~~...~~.~.~..-._~...~~~~._~~~~.~~'4 � 1.1. Introduction.........................................................................................................................................4 1.2. Situation..............................................................................................................................................4 � 13. OientCnnsderatiuns----------------------------------------..5 1.4. Solution Overview...............................................................................................................................S � 1.5. Systems Engineering Report Sections...............................................................................................12 3. Analysis and 13 ^ 2.1. Site Information.................................................................................................................................13 2.2. Network Infrastructure......................................................................................................................14 23. Facilities.............................................................................................................................................18 � 2.4. Telephony Components....................................................................................................................2O � 2.5. Cisco LIC onUCS................................................................................................................................26 � ~ 2.6. Backup and Disaster Recovery..........................................................................................................Z9 / ' Z.[ Phone Features.—'-----.-------_..--._---------.--.—'-----'--3U � 2.8. Voicemail........................................................................................................................................... ^ 2/3. Additional LIC Applications................................................................................................................35 � 2.10. Ucensing---------------------------------------------37 ^ 2.11. Maintenance.................................................................................................................................37 ` 2.12. Policies and Access........................................................................................................................38 3. 39 � 3.1. Project Logistics.................................................................................................................................39 IZ. Project Management.........................................................................................................................39 3.3. Deployment Steps.............................................................................................................................41 4. Detailed Scope mfWork 43 4.1. Presidio Tasks for Phase|..................................................................................................................4] 42. CoRRTasks.........................................................................................................................................47 43. Out ofScope Tasks............................................................................................................................B] �x S. ----~Plmn - 61 -- ` 5.1 CoRRLIC System Knowledge Transfer...............................................................................................51 S.Z. User Training([rain-the-Trained......................................................................................................S1 6. Final Project 53 � 7. Support Plan...........................................................................................................................................54 � 7.1 Initial GwLive Support and Freeze Period.........................................................................................54 � ��m��num�t� 56 � . ~~—'_____---_—.--_--_—..—_'__—____-----_-_-_--_--.... ` 8.1. Call Center Call Flow VbioDiagrams.................................................................................................56 � 8.2. Auto Attendant Call Flow VbioDiagrams..........................................................................................56 � 83. LIC 5EDesign Workbook....................................................................................................................S6 � Revision: 2.0 Confidential and Proprietary Page 3ofS6 ' � Cisco Voice System Expansion-Systems Engineering Report P R E S I ®I 1. Executive Overview 1.1. Introduction Presidio has been invited to work with the City of Round Rock,TX(CoRR) in their ongoing effort to migrate from a traditional PBX to a Voice over IP solution that takes advantage of the many feature benefits provided by this advanced technology. After several months of detailed discussions between Presidio,Cisco, and CoRR,a complete solution has been fully defined. This Systems Engineering Report documents the detailed planning and design performed by the Planning Team as part of this project. As such this document provides a detailed roadmap for the design and sets the stage for a successful Execution Phase. The following workshops have been conducted for planning and the output of these workshops has been incorporated into this document: • Network Architecture • Facilities • Telephony • Voice Messaging • Conferencing • Contact Center • Applications • Policy and Access • Phone Features • Accessibility • Training • Project Logistics . Support 1.2. Situation CoRR has recently undergone an upgrade of their old phone system to an NEC-based VolP solution and have decided that the new system does not satisfactorily meet the requirements of their user base. Call quality issues and the inability of the NEC system to place and maintain calls have caused a great deal of frustration and put a heavy strain on the users as well as the IT Department. After considerable thought and effort,CoRR has decided that they need to switch to a more established and proven VolP solution architecture. In this effort,CoRR has engaged Presidio/Cisco to design and deploy a highly available VoIP solution to replace the NEC phone system. Cisco's Unified Communications Manager version 8.6 has been chosen as the foundation of the new environment. The new solution suite will include a fully integrated host of functions including VoIP call control using Cisco Unified Communications Manager (CUCM),voicemail integrated with MS Exchange Cisco Unity Connection (CUCN), Unified Contact Center Express (UCCX),Cisco Unified Presence(CUPS), mobility services(jabber Mobile),call recording(Callrex),attendant console(Bridge Communications),and comprehensive management/reporting tools(Variphy). Revision: 2.0 Confidential and Proprietary Page 4 of 56 i Cisco Voice System Expansion-Systems Engineering Report P R IG.S I ® 1 The Cisco solution will be deployed in a virtual environment on two new Unified Computing System (UCS)servers in parallel to the NEC system with all users and features configured before end user migration is begun. Due to their ongoing negotiations with NEC about the future of their VolP environment,CoRR has expressed a desire to keep the old and new phone systems completely separated from each other. To facilitate this,during the migration,the Cisco and NEC systems will not be directly connected via a QSIG trunk so all inter-PBX calling will be directed to the PSTN network. In order to simplify the user experience during the transition, Presidio will configure translation patterns on the Cisco switch to facilitate 5-digit extension dialing of users residing on the legacy system. Caller ID information will appear on the destination phone as it does on all outbound calls. Because of the overall instability of the current system,CoRR would like to migrate all of the users and services to the Cisco solution as quickly as possible. To facilitate this move,several major tasks must be completed in 12 steps. 1. Pre-Installation 2. Equipment Staging 3. Load Appliances 4. Configuration and Integration 5. Equipment Migration 6. Phone Deployment 7. User Migration 8. Contact Center Express Implementation 9. Jabber Implementation 10. Variphy Insight Enterprise Implementation 11. System Knowledge Transfer 12. Documentation and Project Closure 1.3. Client Considerations CoRR has stressed the sensitivity of this effort because of the issues associated with the NEC R deployment. They have also expressed a desire to get everyone onto the new system as quickly as f possible while ensuring a smooth transition. Based on these requirements,the design will focus on migrating the majority of the users first,followed by the ones needing the more advanced features, such as Contact Center. We believe that this strategy will give CoRR the fastest relief from their current issues while minimizing any potential risks. r k 1.4. Solution Overview } The overall solution will be based on Cisco Unified Communications Manager(CUCM)version 8. CUCM will act as the foundation for all other UC applications. Although there is no immediate need for large-scale future growth,the solution will be designed to scale beyond the current target of 519 phones. Voicemail will be provided by Cisco Unity Connection (CUCN)version 8. Call Center will be provided by Cisco Unified Contact Center Express (CUCCX)version 8. Fully integrated presence Revision: 2.0 Confidential and Proprietary Page 5 of 56 f Cisco Voice System Expansion-Systems Engineering Report PRESI ® 1 ® i I services will be provided by Cisco Unified Presence Server(CUPS)version 8. Mobility services will be provided by Cisco Jabber Mobile. Also,third-party applications will be installed to perform additional functions. Call recording will be provided by Enghouse's CallRex software. Attendant console services will be provided by Bridge Communication's Bridge Operator Console. Advanced reporting and control functions will be 1 provided by Variphy's Insight for Enterprises version 5. Figure 1 below shows a high-level overview of the proposed call flow design representing all locations,Telco connectivity, hardware placement,and NEC integration. a s f i 1 t a s 3 3 3 i 3 1 S i i S 1 i I i I i Revision: 2.0 Confidential and Proprietary Page 6 of 56 i Cisco Voice System Expansion-Systems Engineering Report P R E S I ® I O NEC IP PBX TW Telecom PSTN During migration all inter-system calls will flow through the Q� �+ PSTN network ti Ali Cisco 2951 Cisco 2951 Voice Gateway Voice Gateway UCS C210 UCS C210 Subscriber Publisher&Subscriber i Cisco VG224 Cisco VG224 Analog Gateway Analog Gateway l�J I Cisco IP Phones hi Cisco IP Phones i Police Department Normal City Halt Voice Over IP Calls Over 1Gb Fiber 1 McConico Remaining 20 Remote Sites Cisco IP Phones Cisco IP Phones Cisco 2911 Cisco 2901 Voice Gateway Voice Gateway SRST&911 Calls SRST&911 Calls Over 2 x FXO Over 2 x FXO AT&T AT&T PSTN PSTN s figure s —Proposed Call Flow i Revision: 2.0 Confidential and Proprietary Page 7 of 56 i t i P Cisco Voice System Expansion-Systems Engineering Report P R G S I ®I 1.4.1. Cisco Unified Communications Manager(CUCM) CUCM will be redundantly deployed on Cisco UCS C210 appliances at the City Hall and Police Department locations.A CUCM Publisher and Subscriber will be deployed at City Hall and a redundant CUCM Subscriber will be deployed at the Police Department. All CUCM Subscriber servers will host trivial File Transfer Protocol (TFTP)and Music on Hold (MOH). 1.4.2. Cisco Unified Contact Center Express(UCCX) UCCX will be deployed as a redundant pair with one virtual server running on each UCS C210 servers at City Hall and the Police Department. The agent scripts will be recreated from the documentation provided by CoRR and the.WAV file prompts will be imported into the new system to eliminate the need to document and re-record them. All agent and supervisor software must be deployed and all users will need to be trained on its use. i 1.4.3. Cisco Unity Connection(CUCN) CUCN will be redundantly deployed on Cisco UCS210 appliances at the City Hall and Police Department locations. With redundant servers,CUCN will be configured for high availability, resulting in doubled port capacity and robust operation. Access to voicemail messages from the old system is not necessary due to the current Exchange integration. All new mailboxes will be configured with a password matching the user extension. All of the Auto Attendant prompts will be recreated from the documentation and .WAV file prompts imported. 4 1.4.4. Survivable Remote Site Telephony(SRST) In addition to building redundancy into the Communications Manager server farm,SRST will be s implemented at 21 remote sites to allow voice communications to continue in the event of a network outage. s The voice gateway at each of the remote sites maintains communications with the UCM servers 3 at City Hall and PD. When this communication is lost,the local gateway routes all internal and E external calls through the two FXO lines it terminates. The UCM server at the main sites route all calls destined for the affected site out through the PRI links attached to its local gateway. t This allows for internal VoIP calls to continue but through the PSTN network instead of the data WAN. When data communications are restored,the gateways and UCM servers revert back to the standard mode of operations for all calls. E I 1.4.5. Cisco UC on Cisco UCS I Cisco UCS servers have been added to this solution as the new UC Voice Server Platform. Below 4 is a brief description of Cisco's UC on UCS. 1 UC stands for Cisco Unified Communications. It is a set of communications and collaboration applications and appliances that offer Voice and Video over IP(VoIP), IP Communications, IP Telephony, mobile applications,customer care,Telepresence,conferencing, Revision: 2.0 Confidential and Proprietary Page 8 of 56 e4 t 1 F ti i i f I n � Cisco Voice System Expansion-Systems Engineering Report P R E S I ® 1 ® I I ) voicemail/messaging, presences and enterprise social software. UCS stands for Cisco Unified Computing System. It offers customers an integrated, unified and highly manageable computing infrastructure for running enterprise and service provider applications. "Virtual UC on UCS" refers to the solution of running Virtual UC applications on UCS infrastructure. Each UCS C210 server will host 4 virtual machines: I 77� 711 Ci I - bor)artment UCM Publisher UCM Subscriber UCM Subscriber Unified Presence F Contact Center Express Contact Center Express Unity Connections Unity Connections table 1 — UCS VM List 1 1.4.6. Cisco Integrated Services Router Generation 2(ISRG2) The ISRG2 routers have been included in this solution to meet telephony requirements in 22 locations. At the City Hall and Police Department locations,Cisco 2951 routers will terminate the 2 new PRI circuits coming into each site from TW Telecom. These 4 circuits will be the primary links into the PSTN network for all sites. For all sites other than City Hall and the Police Department,Cisco 2901 routers will serve as an interface into the PSTN for all local 911 calls. They also provide Survivable Remote Site Telephony(SRST)functionality in the event of a network outage that prevents devices from communicating with the primary PSTN locations. Each of these routers will terminate 2 FXO lines for 911 and SRST calls. f To provide SRST services to its larger number of devices,the McConico location will use a Cisco 2911 router in place of the 2901. All other functions will be the same. 1.4.7. Cisco Unified Presence Server(CUPS) Cisco Unified Presence Server will be installed on the UCS C210 host at the Police Department. $ This application will provide City of Round Rock employees presence status for other employees of the organization. Examples of these are"On a call"or"In a meeting". CUPS also provides Instant Messaging capabilities to end users as well as a click-to-call solution for the enterprise. i i 1.4.8. Cisco Jabber Mobile Cisco Jabber will be deployed to enable a feature-rich mobility solution. This provides the ability to extend the VoIP environment to both corporate and personal mobile devices such as Wad, _ iPhone,Android, etc. Users will have direct access to their corporate IP phone from either WiFi or any public cellular network with seamless switching between them to optimize call quality. All Jabber Mobile calls will access the VolP network through the Cisco ASA pair at City Hall. The ASA pairs at City Hall and the Police Department will be upgraded from version 8.2 to version 8.4 to support Cisco's Secure Connect which allows Jabberto manage the VPN tunnel. This provides the end user with a seamless mobility experience. Revision: 2.0 Confidential and Proprietary Page 9 of 56 Cisco Voice System Expansion-Systems Engineering Report f R G J I V 1 0 Minimum system requirements for Jabber vary by application version and can be found on Cisco's website. A brief summary is shown in Table 2 below. .. XP SP3/Win 77Gh2 GB 256 MB 10.6.8 1 GB 300 MB '.• ioS 5.1.1 N/A N/A N/A o - iOS 5.1.1 N/A N/A N/A table 2—Jabber Client Requirements Cisco Jabber for Android is officially supported on the following devices: •Samsung Galaxy Nexus running Android Version 4.04 • Samsung Galaxy S II (AT&T) running Android Version 2.3 • Samsung Galaxy S II (NTT Docomo) running Android Version 2.3 •Samsung Galaxy S i9000(model number GT-19000) running Android Version 2.3 •Samsung Galaxy ACE(model number GT-S5830L) running Android Version 2.3 •Samsung Galaxy Tab international version (model number GT-P1000) running Android Version 2.3 Note:Although not officially supported,the Cisco Jabber application runs on many Android devices with various degrees of limitations depending on the device.Consult the Cisco Support Forums at http:Hsupportforums.cisco.com if you encounter problems with unsupported devices. Blackberry users can have access to Jabber's Instant Message function only. A compatibility matrix can be found on Cisco's website at the following address: http://www.cisco.com/en/US/customer/prod/collateral/voicesw/ps6789/ps7290/psll763/data sheet c78-677119.html i 1.4.9. Bridge Operator Console Operators at City Hall will utilize Bridge Communication's Bridge Operator Console software to manage the large volume of calls coming into the main line. With this software,operators will be able to route calls to appropriate personnel both blindly and in a managed fashion. They will have full visibility of the call status of the users they are routing to and the ability to reroute calls when necessary. To support this solution,CoRR will need to provide a virtual machine running outside of the UCS C210 boxes. This server will run the BOC Connector service needed by the Operator clients. The minimum specs of this VM are: Minimum if SQL database is on separate box • Windows 2003-2008 R2(32 or 64 if TAPI Supports it) • 2 Processors or vCPUs • 2GB RAM Revision: 2.0 Confidential and Proprietary Page 10 of 56 Cisco Voice System Expansion-Systems Engineering Report f"' R E S I ® 1 • 60GB Thin Provisioned • Gigabit or better NIC Suggested if SQL is on the same box • Windows 2003-2008 R2(32 or 64 if TAPI Supports it) • 3 Processors or vCPUs • 3GB RAM • 100GB Thin Provisioned • Gigabit or better NIC 1.4.10. Enghouse CallRex Call Recording CallRex Call Recording software includes both active conference-based and passive call recording methods.Active call recording is a server-side solution that does not require client- enabled software,and simplifies deployments for companies with multiple sites and mixed vendor communication environments. CallRex Call Recording further improves customers' ability to securely capture customer interactions and monitor calls for process improvement To support this solution,CoRR will need to provide a virtual machine running outside of the UCS C210 boxes to run the CallRex Server. The minimum specs for this server are: Supported Server Operating Systems • Windows Server 2008 x86,Windows Server 2008 x64*,Windows Server 2008 x64 R2*, Windows Server 2003,Windows Server 2003 R2 Network Interface Cards • 2-100/1000 MB NICs(One is required for a dedicated connection to the data switch,the other for client/internet connection.) Storage Requirements • 97.5 KB per minute of recording • 170 hours per GB Under 50 Simultaneous Recordings(Dedicated Server) • Processor: Dual core consumer grade or better • Memory:2 GB memory(minimum) • Hard drive: 100+GB,7200 RPM minimum 1.4.11. Variphy Insight Enterprise In order to provide a robust reporting and issue resolution solution, Presidio will install Variphy's Insight Enterprise version 5. Insight greatly reduces the time and effort necessary to determine the root cause of call issues allowing for a quicker and more complete resolution. To support this solution, CoRR will need to provide a virtual machine running outside of the UCS C210 boxes to run the Insight server. The minimum specs for this server are: • Windows 2000 or newer (Linux also) • 3GB+ Memory Revision: 2.0 Confidential and Proprietary Page 11 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®1 0 • 10GB+ Hard Disk Space 1.5. Systems Engineering Report Sections Section 2:Analysis and Recommendations _ Analysis of the current voice network is the result of a kickoff meeting and design workshops between Presidio and CoRR Design and configuration recommendations take into account network analysis, project goals,CoRR preferences and industry best practices. Section 3:Deployment Strategy This section outlines the implementation strategy and the specific phases for this project. Section 4:Detailed Scope of Work This section lists the detailed scope of work for each phase of this project. Included are Presidio tasks,CoRR tasks, and tasks considered outside the scope of this project. Section 5:Training Plan In addition to informal knowledge transfer during this project this section outlines the plan for both administrator training and end user training. Section 6:Final Project Documentation This section defines the specific deliverables that will be included prior to completion of Phase I of this project. Section 7.Support Plan This section defines both the project Freeze Period plan(also known as Day One Support)and the ongoing Solution Support plan (also known as Day Two Support). A well-planned and executed initial support system is critical for project success and user adoption. The Freeze Periods are specific periods of time and well defined from a go-live event to formal project and/or phase closure. It is important to have a qualified, efficient, and timely support structure in place at the end of the Freeze Periods to maintain optimal operating conditions and to make sure the solution continues to add value overtime. i i a I i " 9 i i i I r Revision: 2.0 Confidential and Proprietary Page 12 of 56 I i Cisco Voice System Expansion-Systems Engineering Report P R G S I ® I 2. Analysis and Recommendations 2.1. Site Information 2.1.1. Sites Included As Part Of This Project Table 3 below shows a list of all sites included in this project • e � • City Hall 221 E. Main St. Round Rock TX Police Department 2701 N. Mays St. Round Rock TX PARD Yard 221 E. Main St. Round Rock TX Business Center 231 E. Main St. Round Rock TX Library 216 E. Main St. Round Rock TX CMRC 1600 Gattis School Rd. Round Rock TX McConico 301 W. Bagdad Bldg. 1 Round Rock TX Central Fire 203 Commerce Blvd. Round Rock TX Fire Station 2 200 W. Bagdad Round Rock TX Fire Station 3 1991 Rawhide Dr. Round Rock TX i Fire Station 4 3300 Gattis School Rd. Round Rock TX I Fire Station 5 350 Deepwood Dr. Round Rock TX Fire Station 6 2919 Joe DiMaggio Round Rock TX Fire Station 7 2811 Oakmont Blvd. Round Rock TX Luther Peterson 910 Luther Peterson Place Round Rock TX Vehicle Maintenance 901 Luther Peterson Place Round Rock TX 212 Commerce 212 Commerce Blvd. Round Rock TX 2015 Lamar Drive 2015 N. Lamar Ave. Round Rock TX Public Works 2008 Enterprise Dr. Round Rock TX Water Plant 5200 North IH 35 Round Rock TX Utility Support 5200 North lH 35 Round Rock TX BACA 301 W. Bagdad Bldg. 2 Round Rock TX table 3—List of Sites i a 2.1.2. Sites Not Included As Part Of Phase 1 of This Project • All other sites See the All Sites tab in the UC SE Workbook Revision: 2.0 Confidential and Proprietary Page 13 of 56 j i i i Cisco Voice System Expansion-Systems Engineering Report P R C S I ® I 2.2. Network Infrastructure 2.2.1. Design Overview/Diagrams The CoRR network is designed as a ring architecture running over dark fiber between sites. All pieces of network equipment are Cisco Catalyst 6500 or 3750 switches. Larger sites have redundancy built in while smaller sites rely on single 3750's. 2.2.1.1. WAN Architecture • All infrastructure related to this engagement is Cisco • Most of the sites are connected to each other over a fiber Ethernet in a multi-ring topology running at 1Gbps. This provides WAN redundancy to these sites in case of a port failure or fiber cut. • There are some instances of a configured link in the ring being down which compromises the ring, but does not fully isolate any one device. For example, McConico is configured to uplink to both Fire Station 2 and BACA. The link to BACA is down,so McConico is single-homed and reliant on the Fire Station 2 3750 which only has one power supply. This is a risk that should be removed by resolving the BACA uplink issue. • Some smaller sites rely on single 1Gbps fiber connectivity and are therefore susceptible to data link failure. • The Water Plant site connects to the Public Works site via a 54Mbps wireless bridge. A fiber link between these sites is planned for the future. • All connectivity between sites is done at Layer 3 using EIGRP with the exception of the Water Plant which connects via Layer 2. • The Police Department network is protected by a Cisco ASA pair. F 2.2.1.2. LAN Architecture r P • The LAN architecture is setup in a traditional Core and Access level topology with the t Core terminating the WAN links and the Access switches connecting to the Core switches. • In several of the smaller sites a single switch functions as the Core and Access switch. • All inter-switch LAN links connect at layer-3 and utilize EIGRP for router learning. The only exceptions to this model are the EOC switches at the Police Department. These devices connect back to the PD MDF via single layer-2 uplinks. S • All LAN segments in this phase support 1Gbps or higher connectivity • CoRR provides Core redundancy at the City Hall and Police Department sites. City Hall uses a VSS pair of Cisco 6504 switches and the Police Department uses an independent pair of 6503's running GLBP for gateway redundancy. i • There are known issues with the Ethernet hardware in the Police Department core switches. Cisco TAC case number 622877399 uncovered packet loss issues caused by the 8:1 oversubscription rate on the WS-X6148-GE-TX line cards. o This is a generation 1 Gigabit Ethernet line card that utilizes the shared bus I f backplane instead of the higher-capacity fabric backplane. These cards are End of Life/End of Sale(EOL/EOS) i I Revision: 2.0 Confidential and Proprietary Page 14 of 56 I t t Cisco Voice System Expansion-Systems Engineering Report P R E J I ® 1 E o The ports on these cards are 8:1 oversubscribed on the 6Gbps link to the shared bus. 6 Groups of 8 ports all share a single 1Gbps link to the bus. These groups t' are organized as ports 1-8,9-16, 17-24, etc. It is the contention for the 1Gbps ASIC within each port group that is causing the problems. o These line cards are fitted with a Centralized Forwarding Card(CFC)which R means all port-to-port communication must be handled by the Supervisor instead of locally on the blade which contributes to the contention issues. Cisco's Distributed Forwarding Card (DFC)improves performance by removing traffic from the backplane uplinks. • Additionally,there are two more issues facing the Police Department core: o The current SUP720-BASE modules are EOL/EOS E o After the UCS servers are added to the Police Department core switches,there will be no available Ethernet ports for future requirements. Unless a significant number of ports are set to be freed up in the near future,a long-term plan should be developed for the expansion/modernization of the Police Department i core. The lack of available rack space is an issue that will complicate the move to larger chassis. • Presidio recommends that CoRR replace the current WS-X6148-GE-TX with WS-X6748- GE-TX line cards with WS-6700-DFC3 daughter cards. This will improve the performance ' of all servers including the VoIP infrastructure. • Once this project is completed, Presidio also recommends developing a plan to upgrade the Supervisor Modules and 6503-E chassis to 6506-E's. These upgrades are not necessary to support this engagement and will delay the implementation. i • CoRR has standardized on Cisco 3750 access switches at the access layer and at the smaller sites. 2.2.2. Voice Service Provider/Circuit IDs DID to PRI Mappings • See Voice Circuit Tab in SE Workbook • CoRR will provision 4 new PRI circuits for use in the Cisco architecture. • Two circuits will be connected to the 2951 router at City Hall and the other two on the 2951 at the Police Department. • The circuits will be configured as two separate trunk groups with TW Telecom Trunk Group Overflow service to allow all inbound calls to overflow to the opposite site's trunk when the local trunk is full. 2.2.3. Bandwidth, Latency, and QoS 2.2.3.1. LAN Overview ■ All LAN switch links are sufficient to support all data and VoIP traffic. 4 ■ QoS has been deployed on all access layer switches 2.2.3.2. WAN Overview • All WAN connections meet the minimum requirements defined in the UC SRND • Average latency between any two points in the network is below 10 ms Revision: 2.0 Confidential and Proprietary Page 15 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E J I ® I O • Bandwidth utilization is less than 5%on all fiber links • Link redundancy exists at the major sites with only a few smaller sites relying on single link connectivity 2.2.3.3. LAN Recommendations • Auto QoS o Auto QoS should be used on uplinks with the"auto qos voip trust'command o Globally,SRND4 QoS should be enabled to utilize the most current QoS recommendations from Cisco. Uplink and Access ports should then be set accordingly. --enter globally— auto qos srnd4 interface<uplink to switch or router> auto qos voip trust interface<access port> auto qos voip cisco-phone • Trusting o Configuring the trust command on access ports will conditionally trust QoS information from an endpoint when the switch has determined the end device j is an IP Phone o The following link goes into detail based on best practice recommendations from the Medianet Campus design guide: http:J/www.cisco.com/en/US/docs/solutions/Enterprise/WAN and MAN/QoS SRND 40/QoSCampus 40.html#wp1098633 o Conditional Trusting should be deployed on all access ports using the mis qos trust device cisco-phone command o DSCP/COS trusting will be enabled automatically when using the auto qos command i i o Because CoRR uses all Layer-3 uplinks,the trust setting on all uplink ports should be changed to trust DSCP instead of COS i k --enter globally— x interface<access port> mis qos trust dscp • Queuing o Egress queuing ensures all traffic receives the appropriate level of service 4 o For queuing to work properly,all traffic must be marked correctly 4 o The following link goes into detail based on best practice recommendations from the Medianet Campus design guide: R http://www.cisco.com/en/US/docs/solutions/Enterprise/WAN and MAN/QoS SRND 40/QoSCampus 40.html#wp1099462 r Revision: 2.0 Confidential and Proprietary Page 16 of 56 i f Cisco Voice System Expansion-Systems Engineering Report f R E S i ® I 2.2.4. Network Protocols 2.2.4.1. Layer 2 Protocols ■ Cisco Discovery Protocol(CDP) 2.2.4.2. Layer 3 Protocols ■ All traffic is IP,and the only routed traffic is ipv4 ■ EIGRP is the only layer-3 routing protocol in use 2.2.5. Network Services 2.2.5.1. DHCP ■ DHCP for the entire organization is provided centrally at the City Hall and Police Department sites ■ Lease times for all existing VolP scopes will be extended to 1 week to match Cisco SRND recommendations and to provide seamless SRST operations throughout a network outage ■ Option 150 will be added to the existing VolP scopes to specify two Trivial File Transfer Protocol(TFTP)servers. This option will be ignored by the NEC IP phones. ■ Option 140 will be left in place to continue to service the NEC VoIP environment. This option will be ignored by the Cisco IP phones. ■ IP helpers will be configured on all L3 interfaces facing voice endpoints ■ All DHCP will remain centralized 2.2.5.2. Domain Name System(DNS) 1 ■ DNS is served by Microsoft Active Directory integrated DNS ■ The voice system uses the Microsoft Active Directory servers for DNS resolution 2.2.5.3. Network Time Protocol(NTP) 9 a ■ A centralized Netclock appliance will provide NTP services for the VolP environment 2.2.5.4. Multicast i • Currently only parts of the network have multicast enabled in sparse-dense mode • Multicast will not be enhanced as part of this project 2.2.5.5. Simple Network Management Protocol(SNMP) i ■ SNMP strings will be configured to integrate with current NMS s 2.2.6. IP/VLAN Schema I See the IP-VLAN Schema tab in the SE Design Workbook for details. 2.2.6.1. IP Subnetting Schema ■ The new Cisco IP phones will continue to use the existing voice VLANs so no changes are required of the IP schema i Revision: 2.0 Confidential and Proprietary Page 17 of 56 9 (J 4 E f g(R i n I: Cisco Voice System Expansion-Systems Engineering Report PRESI ® I ® € 2.2.6.2. VLAN Schema ` ■ The new Cisco IP phones will continue to use the existing voice VLANs so no changes are required of the VLAN schema 2.2.7. Equipment List,IP Addresses, IOS Revisions, and Feature Sets See the Hardware Overview tab in the UC SE Design Workbook for device details. ' 2.2.8. High Availability • The CoRR network provides a multi-ring topology between sites • Core layers are redundant in most locations • Most access layer switches are redundantly connected to the core layer • All servers will have redundant power supplies • All sites that rely on single 3750 switches will not be HA 2.2.9. Security Considerations • Currently,CoRR uses Telnet to manage its entire network infrastructure. This allows authentication and configuration information to pass through the network without encryption. All devices should be modified to be Secure Shell(SSH)enabled with Telnet disabled • All access to the Police Department network is required to go through an ASA pair. Once these ASAs are upgraded to v8.4,full testing will need to be performed to ensure that all voice traffic is able to traverse the link. • External users require encryption if access is required to internal resources o Mobile devices and home users with soft phones will use the same form of network access to become part of the voice system. I 2.2.10. Growth Planning f • No more than 3-5%growth is expected over the next 5 years 2.2.11. Other Considerations • The two Cisco ASA pairs at City Hall and the Police Department will need to be upgraded from version 8.2 to version 8.4 to support Cisco's Secure Connect used by Jabber Mobile. Beginning in version 8.3,there are significant changes to the way NAT and ACLS are coded. Once the upgrades are complete,care needs to be taken to verify the full functionality of the firewalls with special attention given to the static NAT translations of Police Dispatch PC's at the Hughes Satellite DMZ interface. 2.3. Facilities a 2.3.1. Racks 1 See the Environmental tab in the UC SE Design Workbook 3 r� 3 Revision: 2.0 Confidential and Proprietary Page 18 of 56 Cisco Voice System Expansion-Systems Engineering Report P R G S I ® I CoRR is responsible for providing adequate Rack space for the solution. • At the time of the planning phase,available rack space in the main site datacenters was limited but adequate to support the new equipment. • Some remote locations do not have adequate rack space to support the 2901 voice gateways. At these locations,the Cisco router will be temporarily mounted until the NEC equipment can be safely removed. 2.3.2. Power and UPS See the Environmental tab in the UC SE Design Workbook CoRR is responsible for providing adequate power and backup power for the solution. • An additional PDU must be installed in the server rack in the Police Department datacenter. An available 220v outlet is adjacent to the rack and CoRR has committed to installing the PDU prior to the execution phase. 2.3.3. Device Cabling Termination and Connectivity Because the end users are currently running on a VoIP solution,the station cables at each desk are already in use. A careful plan will have to be put into place to schedule the roll-out of the new phones in conjunction with the migration of the user DID's to the new telco PRIs connecting to the Cisco voice gateways. The method used for this process will be determined on a department-by-department basis based on their unique requirements. I 2.3.4. Phones Each Cisco IP phone comes with one(1)six-foot(6')station cord. If longer cords are necessary to meet end user requirements,CoRR will provide replacements. r 2.3.5. Switches P CoRR has standardized on the use of Cisco 3750 switches for their Network Access Layer. These switches combined with the(Class 3 Model *15.4 Watts at Start Up)of phones being deployed,7945,7965 and 7937,constitutes a solid solution for POE delivery and port capacity. • There are several 48-port switches that do not support class 3 POE on all ports. At the t current POE utilization,all are adequate. If any additional POE requirements are I identified,attention needs to be paid to these devices to assess when they will need to be upgraded to 3750-X models that support full POE. Table 4 shows a list of switches that are close to POE capacity: �•wer • •set Switch I ••- .0 . • Business Center MDF 1 WS-C3750G-48PS-S 80.7 f Police Department IDF 2 1 WS-C3750E-48PD-S 69.4 Police Department IDF 2 4 WS-C3750G-48PS-S 139 Revision: 2.0 Confidential and Proprietary Page 19 of 56 s i t Cisco Voice System Expansion-Systems Engineering Report P 1`C E S I ® 1 0 Police Department I IDF 2 I 5 ( WS-C3750G-48PS-S I 31.2 table 4—Potential POE Issues • The amount of POE required at McConico cannot be accurately determined at this time because several users are migrating from soft phones to new IP phones. Soft phones do not require POE and do not show in the switch's CDP table so it is impossible to determine how these users are distributed across the 3750 switches. Presidio will work with CoRR to move the connections between switches wherever necessary. 2.3.6. Routers/Voice Gateways/UCS Servers ■ Cisco UCS servers can have up to 4 gig interfaces in an etherchannel for UC traffic. A separate interface or two etherchanneled together should be dedicated to the VM management interface. ■ Where possible, Presidio recommends that all Voice Gateways be dual connected to the access layer using etherchannel with loopback address for the interface binding ■ All Appliances will require network connectivity ■ All Cisco Digital Gateways will be configured using H.323 See Hardware tab of UC SE Workbook for hardware details 2.4. Telephony Components 2.4.1. Call Processing 2.4.1.1. Current Call Control ■ CoRR currently runs all of their phones on a newly installed NEC Univerge SV8500 running MA4000 software version 10.3.2 build 107336. The goal of this engagement is to stand up a parallel Cisco UCM and migrate all users over to it. ■ The Cisco servers will not directly connect to the NEC PBX at any time during the project. All calls between the systems will be routed through the PSTN network. a ■ Cisco Digital Voice Gateways will be deployed at all but one of the sites affected by this project. These devices will handle PSTN terminations and provide the mechanism for SRST communications during network outages. ■ Currently CoRR is using G711 across its network. i 2.4.2. Dial Plan While a comprehensive understanding of the CoRR dial plan has been developed in this phase, User Worksheets will be used in the execution phase to identify each user's coverage and l features requirements. As a function of this engagement,the current dial plan will be replicated on the new solution as-is. Large-scale changes to the environment will be negotiated as a change request or as a separate project. i { Revision: 2.0 Confidential and Proprietary Page 20 of 56 i t tt�� Cisco Voice System Expansion-Systems Engineering Report P R E S ' ® 1 : 2.4.2.1. Extension Lengths F ■ Extensions are 5 digits in length and are comprised of a 1 or 2+the last 4 digits of their DID. ■ CoRR currently provides 2 line extensions to each user to allow outbound calls while their main line is in use. The Cisco solution allows multiple calls to occur on a single line so the second extension is no longer necessary. All users will be installed with their main line extension only. 2.4.2.2. Overlapping Extensions c ■ There are currently no overlapping extensions at CoRR, but the DID ranges in use do expose them to future overlap issues. I i 2.4.2.3. External Number Access Code t ■ Users dial 9 to dial over the PSTN is ■ To prevent 911 misdials, it is recommended that a different external access number be chosen. A common alternative is to use the number 8 instead of 9. ■ CoRR has decided to keep 9 for dialing over the PSTN 2.4.2.4. DID and Extension Mapping i See the DID and Extension tab in the UC SE Workbook r ■ All DIDs are directly mapped to extensions k ■ Internal extensions exist for non-DID applications 2.4.3. Telecommunications and Circuits See Voice Circuit tab in the UC SE Design Workbook 9 a • City Hall and the Police Department act as the two focal points for PSTN access via TW Telecom provided PRIs. 20 remote sites have 2 FXO ports each that provide 911 service • Currently,3 PRIs are configured as a single trunk group servicing both major sites. 2 of the PRIs terminate at the Police Department and 1 at City Hall. } _ • The new solution will include 2 PRIs at each major site. The trunk group will be broken into two groups;one for each site with inbound calls routed to the appropriate location s. by TW Telecom. • In addition to local 911 services,the FXO ports at each remote site will provide SRST connectivity in the Cisco solution. 2.4.4. Voice Gateways See Voice Gateway tab in the UC SE Design Workbook i 2.4.5. Call Restrictions 2.4.5.1. Calling Restriction ■ Access Codes will not be used to restrict outbound domestic toll calls j ■ A universal access code will be used for all international calls Revision: 2.0 Confidential and Proprietary Page 21 of 56 Cisco Voice System Expansion-Systems Engineering Report P R G S I ®I 0 ■ All phones with the exception of common area phones will be able to dial Long Distance 'f Additionally,the User Cut-Sheet that is finalized in the Execution Phase will also define each phones Class of Service ■ Voicemail Systems will be restricted from Dialing internationally ■ Device Line Call FWD options will restrict LD by default and can be modified on a case by case basis ■ Pay services such as 411 and 900 numbers will be blocked as a part of this project 2.4.6. CallerlD 2.4.6.1. Inbound CallerlD ■ Incoming CallerlD will display name and number when provided 2.4.6.2. Outbound CallerlD ■ All outbound calls will register as defined on User Cut Sheet ■ Outgoing calls to the PSTN will display caller name and number except where defined in the UC SE Design Workbook ■ Some users in the Police Department will not provide any outbound caller ID information 2.4.6.3. Internal CallerlD 3 ■ Users will see the extension and name of the person calling g I 2.4.7. Directory Services x • The Cisco Unified Communications system will integrate with Microsoft AD • All users will be updated with first name, last name, userid,department, and IP Phone fields • CoRR will use the"IP Phone"field which is filled out with the 5-digit extension x o NOTE: Users wishing to be hidden from the directory should not have the IP Phone field populated,or specify the main number instead of the personal extension. This can also impact services such as advanced audio conferencing, mobility,and user access to CUCM features. A second account with the correct extension would be required to enable this functionality. 2.4.8. Music on Hold • An existing Musac system will be connected to UCM to provide MOH services. • The linked via a Barix Annuncicom 200 leveraging Multicast 2.4.9. Conferencing The Cisco Unified Communications system is capable of multiple user conferences, both internal and external.There are two(2)types of conferences supported: 5 Revision: 2.0 Confidential and Proprietary Page 22 of 56 e; ( n cc Cisco Voice System Expansion-Systems Engineering Report P R C S I V I 0 2.4.9.1. Ad-Hoc Conferencing An Ad-Hoc Conference is a phone-to-phone(s)conference,which is the most secure. The "conference controller"controls Ad-Hoc conferences. When you initiate an Ad-Hoc conference,Cisco Communications Manager considers you the conference controller. Only a conference controller can add participants to a conference. The conference controller can add any number of parties to the conference, up to the maximum number of participants (internal or external)specified for Ad-Hoc conferences.Software Conference Bridging will be used to allow for up to 30 participants in an Ad-Hoc meeting. 2.4.9.2. Meet-Me Conferencing i Meet-Me conferencing is not a requirement of this engagement and will not be configured. 2.4.10. Call Reporting Call reporting will be provided by the Variphy Insight Enterprise server. Insight greatly reduces the time and effort necessary to determine the root cause of call issues allowing for a quicker and more complete resolution. ( 2.4.11. Paging 2.4.11.1. Overhead Paging • The CUCM system will tie into an overhead paging system at the Recreation Center(CMRC)via a port on the new VG204 gateway? • The CMRC paging system is a Valcom V 2924-A 2.4.12. Analog Devices • Presidio will install Voice Gateway devices(VG202,VG204,or VG224)at each site to provide analog service for local devices I • The majority of analog requirements come from fax machines which are Kyocera TASKalfa copier/fax machines of the following model numbers: o 255 o 1135 o 3050ci o 4500i o 5500i I o 5550ci o 6500i 0 8000i • The configuration protocol used will be based on the required analog features identified i prior to each Cut-Over via the Cut-Sheets • MGCP is preferred configuration protocol for Analog Gateways i i • Alarm systems,elevator and other analog devices not mentioned above will be standalone and will not be integrated into the Cisco system. Revision: 2.0 Confidential and Proprietary Page 23 of 56 Cisco Voice System Expansion-Systems Engineering Report fi R E S I ®I 2.4.13. Auto Attendants ■ There are 29 Auto Attendants exist on the current system. Table 5 provides a summary list: Extension A Police PD Volunteers 12821 512-671-2821 All 24 hrs. Finance Purchasing 12861 512-671-2861 M-F 8 a.m.to 5 p.m. Building Construction and Facility General Services Maintenance 12890 512-671-2890 M-F 8a.m.to5p.m. Parks and Recreation Parks and Recreation Rain Out Line 12898 512-671-2898 All 24 hrs. Utilities and Environmental Services Boil Water Notice 13142 512-341-3142 All 24 hrs. 5 a.m.to 10 p.m.M-F 7 a.m.to 7 p.m.Sat Parks and Recreation Clay Madsen Rec Center 13220 512-218-3220 All 10 am.To 6 p.m.Sun Library Library Youth Services 13275 512-218-3275 All 24 hrs. Library LibraryCheck In Room 13277 512-218-3277 All 24 hrs. Administration City of Round Rock 15400 512-218-5400 M-F 8 a.m.to 5 p.m. Administration Administration 15401 512-218-5401 M-F 8 a.m.to 5 P.M. Planning and Development Services Planning 15428 512-218-5428 M-F 8 a.m.to 5 p.m. Human Resources Human Resources 15490 512-218-5490 M-F 8 a.m.to 5 p.m. Parks and Recreation Baca Center 15499 512-218-5499 All 24 hrs. Police Police Main Number 15500 512-218-5500 M-F 8a.m.to5p.m. Parks and Recreation Parks and Recreation 15540 512-218-5540 M-F 8 a.m.to 5 p.m. l Inspections Services Building Inspections 15550 512-218-5550 M-F 8 a.m.to 5 p.m. s Public Works 15555 512-218-5555 M-F 7 a.m.to 5 p.m. i Utilities and Environmental y Services Utility Administration 15556 512-218-5556 M-F 8 a.m.to 5 p.m. Utilities and Environmental 8a.m.to 5 p.m.M-Thur i Services Environmental Services 15559 512-218-5559 M-F 8 a.m.to 4 p.m.Friday Utilities and Environmental 8 a.m.to 5 p.m.M-Thur 3 Services Environmental Lab 15561 512-218-5561 M-F 8 a.m.to 4 p.m.Friday General Services Vehicle Maintenance 15565 512-218-5565 M-F 8a.m.to5p.m. Utilities and Environmental Services Water Treatment Plant 15582 512-218-5582 All 24 hrs. Fire Department Fire Department 15590 512-218-5590 M-F 8a.m.to5 p.m. Library Library 2nd Floor Public Desk 17000 512-218-7000 M-F 8:30 a.m.to 5 p.m. Library Library Circulation Downstairs 17001 512-218-7001 All 24 hrs. Library Administration(currently 9 a.m.to 6 p.m.M Thur Library shared with Dora Owens) 17005 512-218-7005 M-F 9 a.m.to 5 p.m.Friday Planning and Development E Services DSO 17043 512-218-7043 M-F 8 a.m.to 5 p.m. Transportation Transportation Administration 17044 512-218-7044 M-F 8 a.m.to 5 p.m. Utilities and Environmental $ 9 Services Stormwater 17046 512-218-7046 M-F 8 a.m.to 5 p.m. ) table 5—Auto Attendant List x: F ■ CoRR has provided thorough documentation of approx. 14 of the 29 Auto Attendant trees in their current VolP solution. The remaining ones will be documented by CoRR to ensure a thorough migration. 3 Revision: 2.0 Confidential and Proprietary Page 24 of 56 i 4 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®1 0 is E ■ The current Auto Attendant trees will be replicated in the CUM platform as-is. CoRR will provide.WAV file versions of all prompts in the current Auto Attendants. f These files will be imported into the CUCN solution to avoid the need to document and re-record them. 2.4.14. Caller Pick Groups f • CoRR has stated that there are undefined requirements for user Pick Groups in various locations throughout the enterprise. • Pick group requirements will be identified on the User Worksheets during the execution i ( phase. • All necessary pick groups will be configured as a part of this project. ( t 2.4.15. Fire/Alarm System Integration • Fire alarms and elevator phones will remain as stand-alone and will not be serviced by the Cisco voice gateway devices mentioned in section 2.4.12. : 2.4.16. Emergency Call Services(911/E911) p • Under all circumstances, local PSTN connectivity will be used to provide 911 services • No E911 solution will be configured as a part of this engagement • Users will be able to dial 911 and 9,911 to get access to 911 services s i 2.4.17. High Availability The solution must provide a redundant level of service for all critical components. The following forms of redundancy have been included in the design: i • Call Processing o Redundant CUCM appliances have been included in the solution to provide Unified Communication services from the City Hall and Police Department sites. o Should any remote site lose connectivity to the CoRR network,the local voice gateway will provide Survivable Remote Site Telephony services for all phones in that location. Users will be able to place calls internally and will have limited outbound dialing for 911 and local calls. • Telecom Provider o TW Telecom's Trunk Group Overflow service will be used to allow calls to fail over to the opposite site's trunk group during a local trunk outage or when the local trunk group is fully utilized. The failover will be limited to 1 of the 2 local PRI's to ensure that excess calls at one site do not cause the opposite site to lose all connectivity. o The two trunk groups will be split between two different TW Telecom switches. The City Hall trunk group will terminate on the switch in Montopolis and the Police Department trunk group will terminate on a switch at their facility off of Rt.1(Mopac). • Voicemail Revision: 2.0 Confidential and Proprietary Page 25 of 56 t Cisco Voice System Expansion-Systems Engineering Report P R E S ' ®I I i o Redundant Cisco Unity Connection (CUCN)appliances have been included in the solution to provide redundant Voice Mail service from City Hall and PD • 911 o Each site will have local 911 service through redundant FXO links directly to the PSTN e f • Call Center o Redundant Cisco Unified Contact Center Express(CUCCX) appliances have been included in the solution to provide redundant Call Center service from City Hall and PD s 2.5. Cisco UC on UCS Cisco UCS servers chosen by CoRR meet Cisco's Tested Reference Configurations (TRC) i requirements. For more information on these configuration requirements please see link below. http://docwiki.cisco.com/wiki/Tested_Reference_Configurations_(TRC) • 2 x UCS-C210M2-VCD2 o Dual E5640(2.53 GHz,8 total physical cores available to apps) o 48GB(12x4GB,after ESXi 46 GB total physical RAM available to apps) o DAS (2 disks RAID1)for VMware o DAS(8 disks RAIDS)for UC apps o 947 GB available to apps after RAID/VMFS overhead, not counting VM overhead o 1GbE NIC • UCS-C210M2-VCD2 Supports the following UC Versions. CoRR will run supported versions on all UC applications. o CUCM ■ 8.0(2+) ■ 8.5(x) ■ 8.6(x) o CUCN ■ 8.0(2)and later o U CCX ■ 8.0(2)and later ■ 8.5(1)and later 2.5.1.1. OVA Templates(Virtual Machine Templates) A virtual machine template defines the configuration of the virtual machine's virtual hardware.Open Virtualization Format (OVF) is an open standard for describing a virtual machine template, and Open Virtualization Archive(OVA)is an open standard to package and distribute these templates. Files in OVA format have an extension of".ova". Revision: 2.0 Confidential and Proprietary Page 26 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E J I ® 1 Cisco Unified Communications applications must use one of the supported virtual machine configurations. Below are the OVA templates that will be used by CoRR's UC on UCS infrastructure. CUCM OVA Download Location: http://docwiki.cisco.com/wiki/OVA_Template_Details_for_Unifed_CM_Release_8.6 • Numbers of Users=7500 • vCPU Cores=2 (with 1300 MHz reservation) • CPU Core Speed=2.53+GHz • vRAM =6 GB (with all 6 GB reserved) • vDisk=2 x 80 GB disks with pre-aligned disk partitions o vDisk 1=Operating System+app binaries o vDisk 2=Logs • vNIC= 1 UCCX OVA Download Location: http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_(includi ng_OVA/OVF_Templates)#Cisco_Unified_Contact_Center Express • Numbers of Users=300 • vCPU Cores=2 • CPU Core Speed=2.53+GHz • vRAM =4 GB • vDisk=2x 146 GB o vDisk 1=Operating System and Unified CCX binaries o vDisk 2=RAID 1 mirror will be setup between vDisk 1 and vDisk 2 • vNIC= 1 CUCN OVA Download Location: http://docwiki.cisco.com/wiki/OVA_Template_Details_for_Unity_Connection_Release_8.6.2 • Numbers of Users=5000 • vCPU Cores=2(with 5.06 GHz reservation) • CPU Core Speed=2.53+GHz • vRAM =6 GB • vDisk=2 x 200 GB disks with pre-aligned disk partitions �` • vNIC= 1 CUCN OVA Limits Limits for Active/Active Cluster Configuration: Revision: 2.0 Confidential and Proprietary Page 27 of 56 Cisco Voice System Expansion-Systems Engineering Report P R C S I ® f ■ 200 ports G.711 or G.729a(combined TUI,VUI,or TTS) ■ 50 ports iLBC or G.722 2.5.1.2. Physical port mapping to Network Access Layer City Hall City Hall will have one UCS uplinked to the WS-X6748-GE-TX blades in both of the VSS 6504 switches. • Access Switch Hostname: CityHallVSS/10.1.10.1 'r • Switch Ports: Gil/4/3,Gil/4/4,Gi2/4/3,Gi2/4/4 Police Department The Police Department will have one UCS uplinked to a WS-X6148-GE-TX blades in both of the core 6503 switches. Port utilization in the PD core is very tight with only 3 total ports available on each switch. There are no available expansion slots on the core switch chassis. • Access Switch Hostname: PD-MDF-Corel/10.10.100.2 cl Switch Ports: Gi3/18,Gi3/19 o Since both of these ports reside within the same port group on the line card, consideration should be given to moving another server to allow them to be split into separate groups to gain the full 2Gbps of throughput. • Access Switch Hostname: PD-MDF-Core2/10.10.100.3 cl Switch Ports: Gi3/15,Gi3/16 cl Since both of these ports reside within the same port group on the line card, consideration should be given to moving another server to allow them to be split into separate groups to gain the full 2Gbps of throughput. 2.5.1.3. Diagrams of Logical Mapping of ESX virtual resources to UC App Instance UCS-C210M2-VCD2 has 2 Physical CPUs and 8 Cores. Figure 2 represents the mapping between the UC applications and the Virtual Resources as defined by the chosen OVA Virtual Machine Templates. ClIVIC ClIVIC 13i Call Manager , ESXl 5.0 _ UCCX ESXI UC Applications Contact center UC Applications PRIMARY SECONDARY Volpe Mail i•^ I ®® i• I F IM PRESENCE UCS C210 UCS C210 City Hall Police Department Revision: 2.0 Confidential and Proprietary Page 28 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®I figure 2— UC on UCS Application Distribution 2.6. Backup and Disaster Recovery It is important to have a thorough backup and recovery plan be in place for the solution. Failing to do so can result in a complete loss of data. 2.6.1. Cisco Unified Communications Manager(CUCM) The Disaster Recovery System (DRS),which can be invoked from CUCM Administration, provides full data backup and restore capabilities for all servers in a Cisco Unified Communications Manager cluster.The Disaster Recovery System allows you to perform regularly scheduled automatic or user-invoked data backups. The Disaster Recovery System performs a cluster-level backup,which means that it collects backups for all servers in a Cisco Unified Communications Manager cluster to a central location and archives the backup data to physical storage device.To accomplish a full cluster backup,all CUCM servers must have access to the SFTP server. DRS restores its own settings (backup device settings and schedule settings)as part of the platform backup/restore. DRS backs up and restores drfDevice.xml and drfSchedule.xml files. When the server is restored with these files,you do not need to reconfigure DRS backup device and schedule. To back up data to a remote device on the network,CoRR will provide an SFTP server that is configured.Cisco allows you to use any SFTP server product but recommends SFTP products that have been certified with Cisco through the Cisco Technology Developer Partner program (CIDP).CTDP partners,such as GlobaISCAPE,certify their products with specified version of Cisco Unified Communications Manager. For information on which vendors have certified their products with your version of Cisco Unified Communications Manager, refer to the following URL:http://www.globalscape.com/gsftps/cisco.aspx 2.6.2. Cisco Unified Contact Center Express(CUCCX) To back up data to a remote device on the network,CoRR will provide an SFTP server that is configured and accessible from the Cisco Unified Contact Center Express node on which you intend to run the backup. Cisco allows you to use any SFTP server product but recommends SFTP products that have been certified with Cisco through the Cisco Technology Developer Partner program (CIDP).CTDP partners,such as GlobaISCAPE,certify their products with specified version of Cisco Unified Contact Center Express Disaster Recovery System Administration Guide for Cisco Unified Contact Center Express Release 8.5 How to Access the Disaster Recovery System http://www.cisco.com/en/US/docs/voice ip comm/cust contact/contact center/crs/express 8 5/config uration/guide/uccx851drs.pdf Revision: 2.0 Confidential and Proprietary Page 29 of 56 Cisco Voice System Expansion-Systems Engineering Report iP" R G S I ® I 2.6.2.1. 3rd Party Applications The 3`d party applications support various methods for backups and will be covered in detail during the vendor training. FTP and SFTP have been identified above as backup methods. The third method would be through NFS. A combination of these three methods will be used to support backup of the 3`d party applications. 2.6.2.2. Cisco IOS devices All IOS devices require TFTP or SFTP for backup. The devices in this solution will be added to CoRR's existing backup solution for IOS devices. 2.7. Phone Features 2.7.1. Phone Feature Template A standard set of features have been agreed upon. For a list of features,see the Phone Features tab in the UC SE Workbook. 2.7.2. Phone Background(s) Phone Background is the image displayed on the phones LCD 2.7.2.1. Phone Images ■ CoRR will provide Presidio with a background they would like to use 2.7.3. Call Waiting 2.7.3.1. Multiple Calls Supported • Standard template for phones will support 2 simultaneous incoming calls with 2 additional lines reserved for outgoing calls. • Main lines will be modified to accept additional calls based on the coverage provided by the department • Any Cisco Unified Contact Center agents will be configured to only accept one call at a time 2.7.3.2. Secondary Call Settings • Secondary calls will beep and display callerlD on the screen 2.7.4. Intercom • Intercom requires a dedicated button for any phone using the feature • Intercom is not a requirement of this engagement but it will be evaluated for use by Executive Assistants 2.7.5. Phone Counts and Types The following are the recommended phone models and approximate quantities based on numbers provided by CoRR. Final phone quantities will be confirmed once User Cut Sheets are Revision: 2.0 Confidential and Proprietary Page 30 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®I O confirmed.Jabber Soft phones will be used as a part of this project and have been purchased by CoRR. Table 6 shows a list of IP phones to be deployed: Picture oil WOM 9971 }` City Hall/PD 5 Summary:Hi video capable phone,connects to workstation,enhanced color resolution,6 tri-color LED buttons,802.11a/b/g wireless uplink capable Display:High Res–640x480 video Ethernet Switch:Yes–10/100/1000 Speaker Phone:Yes–2-way Protocol Support:SCCP Caw, , - City Hall/PD/Bus tTruwp.r iott .w�)ro � Ctr/McConico/ Cent Fire/Luther 7965G Peterson/ 26 Commerce/Pub Works/Water --` Plant/BACA Summary:6 line EA staff,connects to workstation;enhanced color resolution with backlit buttons #of Buttons:6 Display:High Res Ethernet Switch:Yes–10/100/1000 Speaker Phone:Yes–2-way Protocol Support:SCCP City Hall/PD/Bus Ctr/Library/CMRC/ McConico/Cent a Fire/FS6/Luther 7945G S `� Peterson/Veh 420 +: — Maint/Commerce/ Lamar/Public ------ Works/Util r Supt/BACA Summary:2 line main staff,connects to workstation;enhanced color resolution with backlit buttons #of Buttons:2 Display:Yes–high res,color Ethernet Switch:Yes–10/100/1000 Speaker Phone:Yes–2 way Protocol Support:SCCP,SIP Revision: 2.0 Confidential and Proprietary Page 31 of 56 : Cisco Voice System Expansion-Systems Engineering Report PRESI ® IO f i City Hall/PD/Bus 3 Ctr/McConico/ 7937G Cent Fire/ 18 Q Commerce/Public v K Works Summary:Hi end conference phone with optional external mic kit Display:High Res Ethernet Switch:No Speaker Phone:Yes-ONLY Protocol Support:SCCP City Hall/PD/ McConico/Luther Peterson/Veh 3905 Maint/FS 1- 12 7/Commerce/ Lamar Summary:Lobby or common area phone Display:2-line Text LCD Ethernet Switch:Yes—10/100 Speaker Phone:Yes—2-way Protocol Support:SCCP,SIP City Hall/PD/Bus Ctr/McConico/ 7925G y Commerce/Pub 5 Works/BACA Summary:Wireless IP phone Display:High Res Ethernet Switch:No Speaker Phone:Yes—2-way Protocol Support:SCCP t table 6—IP Phone Models 2.7.6. Phone Attachments 2.7.6.1. PC Connectivity ■ PCs will connect through the Ethernet switch contained in the back of the phones 2.7.6.2. Wired Headsets ■ Many headsets are currently used throughout CoRR. Most 4-6 line headsets are compatible with the Cisco IP phones, but must be tested by CoRR to confirm functionality. ■ CoRR has standardized on these models: Fully Supported • Plantronics H141N-U10 • Plantronics DuoSet Convertible Noise Canceling Headset Plantronics Revision: 2.0 Confidential and Proprietary Page 32 of 56 Cisco Voice System Expansion-Systems Engineering Report P ice. E S I ® I O ■ CoRR will provide additional or replacement headsets as required. 2.7.6.3. Wireless Headsets ■ Many wireless headsets are compatible with Cisco IP phones, but the hookswitch typically does not work. Specific headset recommendations have been provided to CoRR,which will ensure proper functionality of the hookswitch. ■ CoRR has standardized on these models: Fully Supported • Plantronics CS50-USB Wireless Headset for VoIP Softphones • CS70N/HL10 Professional Wireless Office Headset System with Lifter Partially Supported • Plantronics CS50 900 MHz Wireless Office Headset System (requires either HL10 lifter or APC-4 hook switch for full functionality) ■ CoRR will provide additional or replacement headsets as required. 2.7.6.4. Hearing Aid Devices ■ Some users require the use of hearing assistance devices.The Cisco IP phones meet FCC, ADA,and Section 508 guidelines for compatibility with hearing-aids. ■ See the following URL for more information on Accessibility: http://www.cisco.com/en/US/docs/voice ip comm/cuipph/all models/accessibility/en glish/user/guide/access 70.html 2.7.7. Analog Phone Features • All targeted analog interfaces for fax devices will be configured as basic analog lines to meet their simple analog requirements.. 2.7.8. Mobility Features 2.7.8.1. Extension Mobility(EM) Extension Mobility service gives a user the ability to"login"to a phone and have it become their extension. • Extension Mobility will be configured for the Emergency Operations Center. This feature can be enabled for additional users on an as needed basis. 2.7.8.2. Mobile Connect(Single Number Reach) ' Mobile Connect allows a user to have multiple devices ring when their main number rings. An example would be having a mobile device ring while a desk phone is ringing. Due to the nature of Mobile Connect, additional channels are consumed on PRIs each time the feature is used. For each remote destination added to a Mobile Connect profile,an additional PRI channel is required to ring the device if it is external to the system. • A cut-sheet will determine what users are configured,the schedule to enable the feature,and what their remote destination will be • Although it is possible to allow the end user to control their own profile,due to security concerns, it is recommended that the end user not be allowed to modify their settings. Revision: 2.0 Confidential and Proprietary Page 33 of 56 d �y ee gg Cisco Voice System Expansion-Systems Engineering Report P R E J B ® 1 0 R s e 2.7.9. Web Page Access i 2.7.9.1. Web Access To Change Phone Settings I i ■ Users will have access to phone settings via the web page 2.7.9.2. User Access on Web Page Users will have access to the following settings: ■ Call Forwarding • Enables end user to view and modify call forward settings based on different conditions including forward all,forward busy,forward no answer,forward no coverage,and forward unregistered ■ Speed Dial Configuration • Provides an interface to view and edit speed dial buttons on phones that use them. Phones without additional buttons for speed dial can still use this page to configure abbreviated dial numbers. ■ Show Locale for Phone Setting • The default locale for the system will be"English, United States". This will show when a user clicks on the device tab of the user page. ■ Show Locale for Web Pages Settings • The default locale for the system will be"English, United States". This will show when a user clicks on the"User Settings Configuration" menu. ■ Show Change Password Options • Under the"User Settings Configuration"tab,users will have the option to change their PIN. The user password will not be an option since this is managed by Active Directory. ■ Download Plug in Option j • Certain plug-ins can be made available for the end user to download,which simplifies deployment of end user applications. No end user plug-ins are required at this time,and the feature will not be visible. ■ Directory • Provides the user with a web interface to search other users in the directory ■ Mobility(Single Number Reach) • Users will have read-only access to mobility settings. This will allow them to see what destination has been configured along with any time schedules. 2.7.10. Personal Speed Dials • No specific speed dials have been identified as a part of this project, but they can be added on an as-needed basis. • After deployment,the speed dials will be managed by the end user via the web interface Revision: 2.0 Confidential and Proprietary Page 34 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S ' ® 1 2.7.11. CHWCall This feature is provided by Cisco in the form of a "Widget"that can be installed on the user PC. The widget provides links within applications so a number can be dialed by clicking on it with the computer mouse. With the appropriate settings configured,the widget is able to control the user's phone and place the call for them. • Click-to-call functions will be provided by Cisco Jabber,so the standard widget will not be configured or installed. 2.7.12. Quality Reporting Tool(QRT) With QRT,a user is able to press a softkey on the phone when experiencing poor call quality. The end result is a report generated in the system that details the date/time of the call,and the path taken.Critical information such as call quality experienced is also included in the report. • Because Variphy Insight will be in use,the QRT button will be not be configured initially, but can be added as required by the CoRR Help Desk 2.7.13. Call Forwarding OffNet 2.7.13.1. Current Call Forwarding Process ■ Call forward will only be enabled for internal extensions unless Off Net CFW is specified on Cut-Sheet ■ Off-Net to Off-Net Transfers will be disabled to prevent Toll Fraud 2.8. Voicemail 2.8.1. Voicemail System • Currently,a Zeacom server running version 5.1.0.550 provides all CoRR Voicemail. • Cisco Unity Connection will be used to provide voicemail for users migrated to the Unified Communications system. • The existing Voicemail Solution also acts as the FAX server for CoRR. This service is no longer required by CoRR but can be addressed at a later date. • Access to legacy voicemails on the NEC system will not be provided as a part of this solution. 2.9. Additional UCApplications 2.9.1. Unified Presence • Presidio will deploy Cisco's Unified Presence Server(CUPS) on the UCS server at the Police Department site. • All users requiring presence services will use Cisco's Jabber for Windows client on their corporate computer. CoRR will deploy this software to the user systems in conjunction with the IP phone deployment. Revision: 2.0 Confidential and Proprietary Page 35 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E J 0 ® I • CoRR will also remove all NEC-related software from the user workstations at the time of the Jabber roll-out. 2.9.2. Mobility Services • In addition to serving as a presence client,Cisco Jabber will also function as the basis for integrated voice mobility services. • The security perimeter of the CoRR network will be upgraded to support Cisco's Secure Connect which allows mobile versions of Jabber to manage the secure tunneling required to provide secure access to VoIP resources. • Presidio will utilize certificates-based authentication to provide a simpler and smoother end-user experience. 2.9.3. Contact Center ■ There are currently 2 Call Centers configured on the NEC system. Table 7 shows a summary of these IVR scripts. Department Utility Billing City Hall 6 1 512.218.5450 Municipal Courts 1 McConico 6 1 512.218.5480 table 7—Existing Call Centers ■ Two Spanish-speaking agents cover all call centers for callers that select the Spanish option in the IVR. A skill set will be created on the new system to provide this coverage. ■ Priority routing is handled based on Longest On Hold ■ Integrated call recording will be provided to all agents and supervisors in the Call Center queues. All calls will be recorded from start to end, but only those calls selected by agents will be retained. ■ CoRR has provided thorough documentation of all of the IVR scripts in their current Call Center solution. ■ The current Call Center scripts will be replicated in the UCCX platform as-is. ■ CoRR will provide.WAV file versions of all prompts in the current IVR scripts. These files will be imported into the UCCX solution to avoid the need to document and re-record them. 2.9.3.1. High Availability ■ Redundant UCCX call center servers will be deployed to ensure survivability of a site failure ■ The primary UCCX Server Instance will be placed at City Hall and the secondary UCCX at the Police Department ■ The servers work in a warm standby fashion,which means if the primary server fails,the standby server takes over immediately • During failover,agents will be logged out and queued calls will be dropped Revision: 2.0 Confidential and Proprietary Page 36 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®1 0 I t 2.9.3.2. Growth Planning ■ Functions such as call recording and reporting have limited capacity,and should be looked at closely when adding additional resources to the solution e 2.9.4. Attendant Console i ■ CoRR currently has 3 Operators using NEC's Operator Console. ■ Presidio will deploy Bridge Communication's Bridge Operator Console Server to integrate with the Cisco solution ■ CoRR will deploy the Operator Console software to the user workstations 2.10.Licensing { See Licensing tab in the UC SE Design Workbook 2.11.Maintenance 2.11.1. SMARTnet • SMARTnet is a service offered by Cisco to provide technical support and hardware replacement • All hardware has been quoted with one year of 8x5xNBD SMARTnet 2.11.2. Essential Operate Service Software Support(ESW) • The Cisco Unified Communications Essential Operate Service provides minor release software updates to make sure your applications run smoothly and are always up-to- date.You also gain 24-hour access to a team of Cisco engineers and certified partners that can quickly identify and resolve Cisco Unified Communications application software problems. • One year of ESW has been included in the solution • For additional information, please refer to the following URL: http://www.cisco.com/en/US/services/ps2961/ s2664/services data sheet0900aecd8O 42826b.pdf 2.11.3. Cisco Unified Communications Software Subscription (UCSS) • Cisco UCSS is a product that once purchased allows customers to receive major software version upgrades without cost for the duration of the subscription. It is available as a one-,two-,three-or five-year subscription.A valid Cisco Unified Communications Operate Services contract must be either in place or purchased with the Cisco Unified Communications Software Subscription. • One year of UCSS has been included in the solution • For additional information, please refer to the following URL: http•//www cisco com/en/US/prod/collateral/voicesw/`ps6882/ps9158/net brochure09 00aecd804a2bc8.html Revision: 2.0 Confidential and Proprietary Page 37 of 56 f E { cee Cisco Voice System Expansion-Systems Engineering Report P R C J I ® I O I 2.12.Policies and Access 2.12.1. Remote In-Band Access • VPN access will be provided to Presidio engineers once they have been cleared for access • Access will be to all network and voice specific resources i 2.12.2. UCM User Password and PIN • Password is controlled by Active Directory • PIN is controlled by CUCM • TBD 2.12.3. Unity User Password and PIN • Password is controlled by Active Directory • PIN is controlled by Unity Connection • TBD 2.12.4. Presence User ID Naming Convention • Based on Active Directory 2.12.5. UCM User ID Convention • All User IDs are determined by Active Directory Revision: 2.0 Confidential and Proprietary Page 38 of 56 IOCisco Voice System Expansion-Systems Engineering Report 1"" R E S I V 3. Deployment Strategy 3.1. Project Logistics 3.1.1. Equipment Shipping Destination • The equipment has been shipped to the CoRR City Hall site • CoRR will be hold all equipment prior to staging and configuration 3.1.2. Equipment Staging Location • The equipment will be staged at City Hall where it will be inventoried,configured and prepped by Presidio 3.1.3. Packaging and Equipment Removal • Presidio will be responsible for unpacking equipment and disposal of packing material • A dumpster located outside City Hall will be used to dispose of all packing material 3.1.4. Site Access • Presidio engineers will be given access badges with all necessary access to the facilities and datacenter 3.1.5. Documents Repository and Sharing • Documents created and managed by Presidio will be shared by email and/or hard copy • Current information and documentation incorporated into Presidio deliverables will be provided by CoRR in electronic format 3.2. Project Management 3.2.1. Issue List/Action Items Register: • Presidio will manage an Issues List/Action Items Register that includes key project issues and action items that may or may not be tracked via the Project schedule, but that requires additional discussion and may impact the project schedule if not completed on time. 3.2.2. Project Status Meeting/Call: • Presidio Project Manager will conduct a weekly status meeting or call in order to review open issues and project schedule updates. We'll also discuss tasks completed the following week and tasks expected to be completed the week of the call. 3.2.3. Project Status Report • Presidio Project Manager will provide CoRR Project Manager a weekly or bi-weekly status report based on a mutually agreed upon format. Revision: 2.0 Confidential and Proprietary Page 39 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ®I • This high level report summarizes project status including key Project indicators on Schedule, budget,scope, resources as well as major project milestones and issues. 3.2.4. Project Schedule • Presidio Project will maintain a MS Project Plan that includes main project tasks with start and finish dates, responsible party and tasks dependencies. Revision: 2.0 Confidential and Proprietary Page 40 of 56 i i s nn i Cisco Voice System Expansion-Systems Engineering Report P R E S I ® I O i f i z I I 3.3. Deployment Steps G The components of this project will be deployed in the following steps: i 3.3.1. Step I—Pre-Installation All outstanding information (marked TBD in this document)and tasks required prior to installation and configuration(e.g. completion of the UC User Configuration Worksheet)will be collected and performed during this step. Critical components such as license registration and hardware inventory take place in this step as well. k 3.3.2. Step 11—Equipment Staging Hardware will be staged and connected in the City Hall datacenter for configuration. Parallel VRF routing will be setup to simulate the entire WAN IP schema enabling seamless equipment i moves from City Hall to all remote sites. Y f 3.3.3. Step 111—Load Appliances i In this step,all operating systems will be loaded on the appliances and servers.The initial configuration will be performed at this point as well. 3.3.4. Step IV—Configuration and Integration The final build out of all applications takes place in this phase.All systems are integrated 3 together and configured with all operational parameters. 3.3.S. Step V—Equipment Migration to Remote Sites The fully configured servers and routers will be turned down and migrated to their appropriate final location. 3.3.6. Step VI—Phone Deployment All departments that are included in Phase I will receive their phones,software,and other miscellaneous equipment. The deployment strategy handles each department individually. In the cases where no available Ethernet jack is present,the phones will be delivered but not attached to the network. 3.3.7. Step Vll—User Migration Presidio will coordinate with TW Telecom and CoRR to migrate groups of users from the NEC to Cisco VoIP systems. This step is to include all non-Contact Center agents and supervisors who will be migrated as a part of step 7. 3.3.8. Step Vlll—Contact Center Express Implementation UCCX will be installed on the UCS servers and all scripts configured. CallRex call recording will be installed. All Agent and Supervisor desktops will be loaded with the Cisco Agent Desktop Revision: 2.0 Confidential and Proprietary Page 41 of 56 ( Y: i Cisco Voice System Expansion-Systems Engineering Report P S ' ® I (CAD)software. All UCCX agents and supervisor DID's will be migrated with the coordination of TW Telecom and CoRR. 3.3.9. Step IX—Jabber Mobile Implementation The components necessary to support Jabber will be installed and deployed. The necessary networking changes will be made and tested. 3.3.10. Step X—Variphy Insight Enterprise Implementation Insight Enterprise will be installed on the Virtual Machine provided by CoRR and all associated configurations will be applied. 3.3.11. Step XI—System Knowledge Transfer Presidio will also conduct several sessions with CoRR to discuss the details of the UC deployment once all of the work has been completed. 3.3.12. Step XII—Documentation and Project Closure Upon completion of the last location Presidio will complete final documentation and,at the end f of the final Freeze Period,meet with CoRR to formally close this project. Revision: 2.0 Confidential and Proprietary Page 42 of 56 I Cisco Voice System Expansion-Systems Engineering Report PR G S I ® 1 0 4. Detailed Scope of Work 4.1. Presidio Tasks for Phase I 4.1.1. Step I—Pre-Installation ❑ Complete all items in UC SE Design Workbook marked TBD ❑ Finalize DID migration schedule and submit to TW Telecom ❑ Site specific configuration review with CoRR IT for user worksheet creation ❑ Inventory all equipment ❑ Register all licenses and UCSS o Presidio will register all licenses included in the Bill of Materials for Phase I o License additions outside of the Bill of Materials will be handled by CoRR ❑ Confirm all rack, power,and network requirements have been met ❑ Confirm new PRI circuits are in place ❑ Create initial testing and acceptance plan ❑ Define Knowledge Transfer plan 4.1.2. Step 11—Equipment Staging ❑ Remove gear from boxes and dispose of boxes ❑ Rack UCS C210 servers in their associated datacenter and install associated hardware ❑ Stage all 29x1 routers in the City Hall datacenter ❑ Connect power, KVM,and network cables as necessary 4.1.3. Step/it—Load Appliances and Network Changes(High Overview) ❑ Replace the current WS-X6148-GE-TX with WS-X6748-GE-TX line cards with WS-6700- DFC3 daughter cards (Weekend/Afterhours for Extended outage) ❑ 3—CUCM Instances ❑ 1—CUPS Instance ❑ 2—UCCXInstances ❑ 2—CUCN Instances ❑ 1—Bridge Operator Console Server ❑ Install operating system and system application software ❑ Perform IOS or OS upgrades as needed ❑ Install licenses 4.1.3.1. Load UCS Servers ❑ City Hall—UCS C210 M2 o ESX Server Revision: 2.0 Confidential and Proprietary Page 43 of 56 I i (`rte £ Cisco Voice System Expansion-Systems Engineering Report R E S ' ® I ® I ■ Server Build instances include CUCM Pub&Sub, UCCX Primary, CUCN Primary ■ Configure Access to Network s 3 ■ Verify Firmware for ESX ■ Install ESX on UCS s ■ Install OVA on ESX and disable Interrupt Mapping on ESX ❑ Police Department—UCS C210 M2 o ESX Server 2 ■ Server Build instances include CUCM Pub,CUPS, UCCX Secondary, CUCN Secondary ■ Verify Firmware for ESX ■ Configure Access to Network ■ Install ESX on UCS ■ Install OVA on ESX and disable Interrupt Mapping on ESX 4.1.3.2. Add Digital Voice Gateways ❑ Planning including testing and acceptance plan ❑ City Hall o Cisco 2951 o Configure Serial Interfaces for PRI Links o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ Police Department o Cisco 2951 o Configure Serial Interfaces for PRI Links o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ McConico o Cisco 2911 o Configure FXO ports for 911 and SRST o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ Remaining 19 Remote Sites o Cisco 2901 o Configure FXO ports for 911 and SRST o Configure AAA for Secure Access and Auditing ❑ Go Live and freeze period support Revision: 2.0 Confidential and Proprietary Page 44 of 56 I f 3 Cisco Voice System Expansion-Systems Engineering Report PR E J I ® I O r 4.1.4. Step IV—Configuration and Integration 4.1.4.1. Configure Cisco Application Suite I ❑ CUCM Config o Regions o MoH o Conference i o MRLG a o Calling Search Spaces o Partions o Phy Locations o Locations o Device Pool o Codec o CMM Groups o Route Groups o Call Pickup Groups ❑ Planning to include testing and acceptance plan ❑ Import users from cut-sheet using fake MAC addresses ❑ City Hall—UCS C210 M2 o ESX Server ■ Install CUCM Application • Configure Publisher as first Cluster Member in CUCM • Configure Subscriber as Cluster Member in CUCM • Verify DB Replication ■ Install CUCN Application • Configure CUCN as Primary in CUCN • Configure integration with CUCM • Configure integration with Active Directory ❑ Police Department—UCS C210 M2 o ESX Server 2 ■ Install CUCM Application • Configure Subscriber as Cluster Member in CUCM • Verify DB Replication ■ Install CUCN Application • Configure CUCN as Secondary in CUCN • Verify DB Replication • Configure integration with CUCM Revision: 2.0 Confidential and Proprietary Page 45 of 56 Cisco Voice System Expansion-Systems Engineering Report P R G S i D 1 ■ Configure integration with Active Directory ■ Install CUPS Application 4.1.5. Step V—Equipment Migration to Remote Sites ❑ Shutdown Police Department and Remote Site Routers and prepare for transport ❑ CoRR to transport all routers to remote sites ❑ Rack routers and connect to production networks ❑ Verify connectivity 4.1.6. Step VI—Phone Deployments ❑ Planning including testing and acceptance plan Perform the steps listed below for each of the remote locations: ❑ Scan in any VG202 or VG 204 analog gateways ❑ Configure PLAR SRST ❑ Configure SIP services for cordless phones in the Fire Stations ❑ Provide Train-the-Trainer as outlined in Training Plan,Section 5 below 4.1.7. Step Vll—User Migration ❑ Coordinate groups of DID migrations with CoRR and TW Telecom ❑ Preliminary Test(not a replacement for the Acceptance Plan) 0 911 ■ Address registration ■ Onsite notification 0 911 callback o Outbound calls ■ callerlD o Inbound calls ■ callerlD o NEC Integration ■ callerlD o SRST—simulate loss of uplink ■ 911/local ❑ Go-Live and Day One Freeze Period Support(ASSUMING UPTO 9 CUTOVER GROUPS ❑ Submit Milestone Completion&Acceptance Document 4.1.8. Step Vlll—Contact Center Express Implementation ❑ Install UCCX on UCS server at City Hall as primary ❑ Install UCCX on UCS server at the Police Department ❑ Configure UCCX system parameters for High Availability Revision: 2.0 Confidential and Proprietary Page 46 of 56 i Cisco Voice System Expansion-Systems Engineering Report P R E S I ® I ❑ Configure the Call Center scripts based on the documentation provided by CoRR ❑ Verify DB replication ❑ Test HA failover ❑ Install CaIIRex call recording software on VM server provided by CoRR ❑ Install Cisco Agent Desktop(CAD)software on Agent and Supervisor desktop computers ❑ Coordinate the migration of Agent DIDs to the Cisco PRI circuits ❑ Train Agents and Supervisors on the use of CAD and CaIIRex ❑ Submit Milestone Completion&Acceptance Document 4.1.9. Step IX—Jabber Mobile Implementation ❑ Upgrade the ASA pairs at City Hall and the Police Department from version 8.2 to 8.4 ❑ Test traffic flow and security ❑ Install certificates to support Secure Connect ❑ Configure system parameters based on best practices ❑ Configure integration with CUCM ❑ Configure integration with Active Directory 4.1.10. Step X—Variphy Insight Enterprise Implementation ❑ Install Insight Enterprise on VM server provided by CoRR ❑ Configure system parameters based on best practices ❑ Configure integration with CUCM 4.1.11. Step XI—System Knowledge Transfer ❑ Provide Knowledge Transfer Sessions defined in step 1 4.1.12. Step XII—Documentation and Phase 1 Project Closure ❑ Update all documentation as described in Section 6—Final Documentation ❑ Send Project Completion and Acceptance Document ❑ Documentation Delivered &Completion &Acceptance 4.2. CoRR Tasks 4.2.1. Step I—Pre-Installation ❑ Work with Presidio to complete items in UC SE Design Workbook ❑ Coordinate the badging process for all Presidio engineers ❑ Scan in any phones—Assuming we are using TAPS for Cisco IP Phones ❑ Provide completed User Configuration Worksheets by site and Missing AA Call Flow ❑ Provide fully configured ESX Virtual Machines matching the minimum spec's defined in section 4.1 for the following services: Revision: 2.0 Confidential and Proprietary Page 47 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E J ' ® ' 0 o Bridge Operator Console Server o CallRex Call Recording Server o Variphy Insight Enterprise Server ❑ Provide an SFTP server to be used as a backup tool for CUCN and UCCX servers ❑ Provide packing slips and all other relevant shipping information ❑ Provide necessary power, rack space, network cabling/connectivity,and HVAC ❑ Assist in development of test plan for cutovers ❑ Complete any departmental interviews and final configuration/planning details as required ❑ Order new equipment as needed ❑ Inventory all equipment and attach CoRR asset tags if required 4.2.2. Step 11—Equipment Staging ❑ Coordinate transfer of equipment to appropriate buildings ❑ Configure all network interfaces for UC hardware ❑ Identify location for power connections ❑ Assist in staging all hardware ❑ Assist in connecting power, KVM,and network cables 4.2.3. Step 111—Load Appliances ❑ Supply IP addresses for all network devices ❑ Supply VLANs for all Voice Infrastructure devices ❑ Assist in software loading for all locations 4.2.4. Step IV—Configuration and Integrations ❑ NEC Support where necessary ❑ Assist in configuration of all components included in the Unified Communications project ❑ Approve Milestone Completion &Acceptance 4.2.5. Step V—Equipment Migration to Remote Sites ❑ Transport equipment to remote sites ❑ Resolve any site access issues for Presidio engineers ❑ Assist in rack and stack activities ❑ Patch all end user interfaces with CoRR provided patch cords ❑ Provide Amphenol cables to connect to Cisco analog gateway and cross connect any 66 block terminations for all analog devices. 4.2.6. Step VI—Phone Deployment Perform the following steps for each group of users when they move Revision: 2.0 Confidential and Proprietary Page 48 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S 0 ® 1 0 ❑ Provide completed user cut-sheets ❑ Verify equipment delivered to appropriate location ❑ Deploy IP phones to user desks and connect to network(Can be temporary if necessary) ❑ Use the TAPS tool to log in and associate the phone to the user ❑ Ensure all updates occur on the IP phone ❑ Connect and test all wired and wireless headsets ❑ Unplug the phone and reconnect the NEC phone where necessary ❑ Deploy Cisco software on user workstations o NOTE: Requires administrative rights ❑ Provide cabling where applicable ❑ Provide staff for placement of phones, including common area, conference,wireless, and desk and test per agreed upon test plan 4.2.7. Step Vll—User Migration ❑ Coordinate maintenance windows to coincide with cutover schedule ❑ Assist in Preliminary Testing ❑ Approve Milestone Completion &Acceptance Document and Progress Billing 4.2.8. Step Vlll—Contact Center Express Implementation ❑ Assist in configuration of all components included in the Unified Communications project ❑ Approve Milestone Completion&Acceptance 4.2.9. Step IX—Jabber Mobile Implementation ❑ Push Jabber client software to the user workstations ❑ Provide corporate mobile devices for testing ❑ Assist in testing of traffic patterns after ASA upgrades 4.2.10. Step X—Variphy Insight Enterprise Implementation ❑ none 4.2.11. Step V1—System Knowledge Transfer ❑ Schedule and participate in Knowledge Transfer Sessions 4.2.12. Step VII—Documentation and Project Closure ❑ Approve Milestone Completion &Acceptance ❑ Approve Project Closure Revision: 2.0 Confidential and Proprietary Page 49 of 56 I x 3 f 1 3 Cisco Voice System Expansion-Systems Engineering Report PRESI ® IO 4.3. Out of Scope Tasks The following tasks are outside the scope for Phase I of this project: B Any tasks not included in the Detailed Scope of Work section above B Detailed Logical or Physical drawings of CoRR network 0 FAX Server B Cisco Emergency Responder Revision: 2.0 Confidential and Proprietary Page 50 of 56 I E Cisco Voice System Expansion-Systems Engineering Report P R cc cc G J I ® I i i i 5. Training Plan - 5.1. CoRR UC System Knowledge Transfer In addition to informal knowledge transfer during this project, Knowledge Transfer will be broken up into the following sessions: Knowledge Transfer Session Duration Location Session 1 Up to 4hrs Location at CoRR Review the following systems with CoRR: Facility-TBD • CUCM • CUCN • CUCCX Session 2 Up to Ors Location at CoRR Review the following systems with CoRR: Facility-TBD • UCS • CUPS/Jabber Session 3-3`d Party Applications Up to 2 hrs Location at CoRR • CallRex Call Recording Facility-TBD • Variphy Session 4—Review final documentation and changes Approx. Location at CoRR to UC System since initial sessions prior to project 2-3hrs Facility-TBD closure 5.2. User Training(Train-the-Trainer) CoRR has requested Train-the-Trainer training for Phase I of this project. The following Train-the- Trainer sessions are included in Phase I. Presidio has supplied basic quick guides that CoRR will modify as well as develop other training aids. Training Sessions Approx. Location Duration Train the trainer—Basic Phone Use 2 x 3hr Location at CoRR Facility TBD Revision: 2.0 Confidential and Proprietary Page 51 of 56 Cisco Voice System Expansion-Systems Engineering Report P R G J I ® I O Sessions Train the trainer—Call Center Training 2 x 3hr Location at CoRR Agent Training(1hr) Sessions Facility TBD Supervisor Training(2hrs) Train the Trainer—CUPS/Jabber None None Presidio will provide Cisco generated user documentation and CoRR will create Quickguide for users after Knowledge Transfer completed Revision: 2.0 Confidential and Proprietary Page 52 of 56 Cisco Voice System Expansion-Systems Engineering Report P R G S I V I O 6. Final Project Documentation Final documentation will be provided upon completion of this project and will consist of the following: • Updated Visio Diagrams included in this document in PDF format • High Level Topology diagram by main site • Updated spreadsheets(e.g. UC SE Design Workbook)with user information,device details,and deployment specifics • Provide current configurations and backups Revision: 2.0 Confidential and Proprietary Page 53 of 56 I E Cisco Voice System Expansion-Systems Engineering Report P R C S I D IOi 7. Support Plan { 7.1. Initial Go Live Support and Freeze Period 3 A well planned and executed initial support system is critical for project success and user adoption. The project Freeze Period is a specific period of time and well-defined plan from a go-live event to formal project and/or phase closure. At the completion of the Freeze Period all project related tasks should be completed and Solution Support begins. All changes to the system during the Freeze Period should either be performed by Presidio or approved by Presidio prior to implementation. During this period,troubleshooting issues that are a result of project implementation are included in the cost of this project. Also,any"minor"changes to the system during this period are included in the cost of this project. "Minor"changes are modifications of features invoked as part of the project, as defined within this document and Scope of Work. "Major" changes include the invocation of features not included in this project,and/or additions to existing features that were not agreed upon prior to the close of the Planning Phase of this project. Any"major"changes to the system as a result of a design change requested,and/or an item requested in addition to those defined in the Scope of Work within this document,would be handled by a Project Change Request. Such changes may either be treated as an add-on phase to the project,or delayed until after the Freeze Period is complete. At the end of the designated Freeze Period,Solution Support will begin. The Presidio project team will meet with CoRR to formally close the project or phase. 7.1.1. Number and Duration of Freeze Periods • Presidio is planning around 9 cutover groupings and freeze periods • The freeze period applies to each grouping separately. Each freeze period will last for 1- 2 days depending on the size of the cutover. • CoRR telecom support staff and the CoRR Help Desk should be the initial contact for all issues and will escalate to Presidio as required. 7.1.2. First Day of Live System—"Go Live"Day • Go Live applies to each group of users/departments as they are cutover • Presidio will provide a senior network engineer onsite or remote who will be focused on making sure all systems are stable and functioning properly • CoRR will provide support personnel as required to assist with user issue resolution or training reinforcement 7.1.3. Second Day of Freeze Period(if required) • Presidio will provide a senior network engineer onsite or remote who will be focused on making sure all systems are stable and functioning properly • CoRR will provide support personnel as required to assist with user issue resolution or training reinforcement Revision: 2.0 Confidential and Proprietary Page 54 of 56 i ��yy i Cisco Voice System Expansion-Systems Engineering Report P R E S I ® I O 7.1.4. Remote Access During Freeze Period • CoRR will provide Presidio with remote secure access for troubleshooting or maintenance by Presidio engineers during the Freeze Period. Revision: 2.0 Confidential and Proprietary Page 55 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I ® I 8. Attachments 8.1. Call Center Call Flow Visio Diagrams 8.2. Auto Attendant Call Flow Visio Diagrams 8.3. UC SE Design Workbook Revision: 2.0 Confidential and Proprietary Page 56 of 56 City of Round Rock Cisco Voice System Expansion Project ID Task Name Start Finish Predecessors lResource Names 1 a. PLANNING PHASE APPROVED Fri 10/12/12 Fri 10/12/12; .... 2 0 EXECUTION PHASE KICK OFF TBD _. _... ......... ............ .. Mon 10/15/12 Tue 10/16/12.1 3 ;1.1 1.Step I–Pre-installation Mon 10/15/12 Fri 11/9112 ---� Wed 10/17/12 Fn 11/9/121 2 Chris[50%]CoRR[50°/1 4 0 Complete all Mems in UC SE Design Workbook marked TBD _ .. 9. 5 0 ration schedule and submit to TW Telco Wed 10/17/12 Tue 10/23/1211 2 Ted[15%J Finalize DID mi .... ..... ..6 Site Specific Configuration Review for User Worksheet Creation Thu 10/25/12 Mon 11/5/12 5 CoRR[3%]Ted[17%] j 7 Provide completed User Configuration Worksheets and Missing AA Call Flows Mon 11/5/12 Mon 11/5/12 6FF CoRR -- -- – -- on 10/15/12 Mon 10/15/121 2SS Ted 8 � Inventoryall equipment RR ....... .. ---- on 10/15/12 Tue 10/16/12';8 'Co RR " Scan in all IP phones I 10 Register all licenses and UCS Tue 10/16112 _g _.. _ Tue 10/16/12 — --- Tue 10/16/12 Tue 10/16/12 9 Ted I 11 o Presidio will register all licenses included in the Bill of Materials 7/1210 Ted I 12 " Confirm all rack,power,and network requirements have been met Wed 10/17/12 Wed 10/17/1210 _ _ 1 _. 13 " Confirm new PRI circuits are in place Wed 10/17/12 Wed 10/17/12 12 Ted ; 14 ` Create initial testing and acceptance plan Wed 10/17/12, Wed 10/31/12;13 ;Chris[6%] 15 Define Knowledge Transfer plan _ I _.. . ....... _.... _ Wed 10/17/12 Wed 10/17/1212 Chris - Wed 10/17/12 Fri 10/19/1215 16 1 1 2 Step 11 Equipment Staging _ 1. 1. .. - 17 " Remove gear from boxes and dispose of boxes Wed 10/17/12 Thu 10/18/1215 Ted[25%]Chris[25%] 1 .... 18 Build New VLANs assigned to a new VRF to simulate the production network Thu 10/18/12 Thu 10/18/12 17 Ted I -- - --- Thu 10/18)12 F 11 n 10/19/12 18 Ted[17%]Chris[33%j 19 ` Stage all equipment in the City Hall datacenter __ _ 20 Connect power,KVM and network cables as necessary ..... .. .. Fn 10/19/12 Fri 10/19/1219 Ted[25%]Chris 21 1 1 3.Step III Load Appliances(High Ova n 10/19/12 Wed 1117/12 I Fri 16 22 [3 Replace with WS-X6748-GE-TX line cards with WS 6700 DFC3 daughter cards Fn 11/2/12 Sat 11/3/12 Ted[50%] 1 ._ .._. ..._ ... ._ i 23 3–CUCM Instances Fri 10/19/12 Mon 10/22/12,16 Chris .. Mon 10/22/12 Tue 10/23/1223 Chris 24 1–CUPS Instance __ _.. ' . ....... . ...... ...... 25 " 2–UCCX Instances Tue 10/23!12 Wed 10/24/12 24 Chris I _26 . _. .. ............. ..._......_ ..._. _..__._ __ 26 2–CUCN InstancesWed 10/24/12 Wed 10/24/12;7.25 Chris I ... ..... . Thu 10/25/12, 27 1–Bridge Operator Console Server Thu 10/25!12'26 Chris Wed 10!24/12 ' Thu 10/25/12 28 " Install operating system and system application software ,,27 ;Chris � 29 Perform IDS or OS upgrades as needed Thu 10/25/12' Thu 10/25/12',28 Chris ' 30 " Install license Thu 10/25/12, Thu 10125/12.29 Chris 31 1.1.3.1.Load UCS Server Thu 10/25/12 Fri 110126/11210 32 " City Hall–UCS C210 M2 Thu 10/25112; Fri 10126/12!30 33 o ESX Server Thu 10/25/12 Fri 10/26/12130 Chris .... ...... .................._... _. -- Fri 10/26112 Fri 10126/12,32 34 " Police Department–UCS C210 M2 1 35 o ESX Server 2 ... Fri 10/26/12 Fri 10/26/12 32 Chris 1 __ 36 1.1.3.2.Preconfigure Digital Voice Gateways ._. I .... ...... .... .... .............................._. ....._ . ......... ..... Fri 10/26/12 Wed 1117/12 35 37 Planning including testing and acceptance plan i Fri 10/26/12 Wed 10/31/12 Chds[8%] ....................................................... ....... ..... ... ._...... , 38 Crty Hall Fri 10/26/12 Mon 10/29/12!35 _._._._. 39 o Cisco 2951 Fn 112 ..2 Fn 10/26/12'35 Chris ___.... g..._... 40 o Confi ure Serial Interfaces for PRI Link Fri 10/26/12. Fri0/2 16/12;39 Chris i Wed 10/3/12 Page 1 CoRR Draft Timeline v.2b.mpp City of Round Rock E S 1 Cisco Voice System Expansion Project ID Task Name Start Finish Predecessors !Resource Names 41 o Configure AAA for Secure Access and Auditing Mon 10/29/12, . ... .. ..... ....... . _ Fri 10/26/12 40 (Chris F 42 Police Department n 10/26/12 on 10/29/12 . ... ........ __ M Chns I 43 o Cisco 2951 Fn 10/26/12 Fri 10/26!12 44 o Configure Serial Interfaces for PRI Link Fn 10/26/12 Fri 10/26/12 43 Chris _. _.._. - - -- Fri 10/26/12 Mon 10/29/12144 Chris 45 o Configure AAA for Secure Access and Auditing . .... .. . . .... _..... ... ...... 46 McConic .. /12' .__ .. ' _. Fn 10/26/12 Mon 10/29 � 47 [� o Cisco 2911 Fn 10/26/12 Fn 10/26/12 Chris -- — 48 o Configure FXO ports for 911 and SRST Fn 10/26/12 Fn 10/26/12 47 'Chris ..... . - Fri 10/26/12 Mon 10/29/12 48 Chris 4g o Configure AAA for Secure Access and Auditing , 50 " Remaining 19 Remote Sites Thu 11/1/12. Wed 1117/12, 51 d o Cisco 2901 Thu 11/1/12 Mon 11/5/12 Chris[20%] I 52 o Configure FXO ports for 911 and SRST Tue 11/6/12 Tue 11/6/12151 Chris j 53 o Configure AAA for Secure Access and Auditing Wed 11/7/12' Wed 11/7/12152 Chris 54 ..1.1.4.Step IV–Configuration and Integration Mon 9!3/12; Thu 11/15112 55 1.1.4.1.Configure Cisco Application Suite - Mon 913/12 Mon 11 5 --- - ...... Mon 9/3/12 Mon 9/3/12 Chris 56 Planning to include testing and acceptance plan _.. _ . 57 Import users from cut-sheet using fake MAC addresses Mon 11/5/12 Mon 11/5/12 56 6FS 1 day Chns 58 City Hall UCS C210 M2 Mon 1115112 Mon 1115/12 57 ............ 59 o ESX Server Mon 11/5/12 Mon 11/5/12:57 Chns 60 Police Department–UCS C210 M2Mon 11/5/12 Thu 11115112i69,22 I 61 o Rack and Build ESX Server 2 Mon 11/5/12 Tue 11/6/12,59 Chris _ Mon 11/12/12 Thu 11/15/12 62 n[j' SCHEDULING CONTINGENCY _. 63 11-11.5.Step V Equipment Migration to Remote Sites Tue 11/6/12 Mon 11119112,61 .. ...... .._....- p p Tue 11/6/12 Tue 11/6/12 CORR[25%] 64 CoRR to transport 2951 Router to Police Department datacenter .._ .. .. _ Rack Sat 11/17/12 Sat 11/17/1264 Chris 65 [3 Rack UCS and router and connect to production network1. 1.1. 1. ._.._..... - - --. .__.. . 66 Reconfigure VM s to use production VLANs Sat 11/17!12 Sun 11/18/12 65 Chris ....... 1 _. Sun 11/18/12 66 ,Chris _� 67 Verify connectivity and DB replication Sun 11/18/12 68 0 " CoRR to transport 2911 and 2901 routers to remote sites Sun 11/18/12 Sun 11/18l12.67SS iCoRR[200%) 69 " Rack routers and connect to production networks Sun 11/18/12' Mon 11/19/12f68 Chris[20%],CoRR[55°il 70 " Verify connectivity Mon 11/19/12 Mon 11/19/12169 Chris[75%],CoRR I 72 n Submit TW Ticket for CH Trunk Group Wed 2/20/13 71 P P P Y y PP Fri 10/26/12, CoRR ' 71 1.1.6.Ste VI/Ste VII–Phone De to ments,User Cutover,Da One Su ort Mon 10/15/1on 2 � Mon 10/15/12 73 © Submit TW Ticket for PD Trunk GroupM Fri 10/26/12172SS CoRR ....... ... _... __........_ . __. _ . _. _._ ......... 74 [.J Provide Train the Trainer Sessions Tue 11/20/12 Wed 11/21/12'70 Chris , 75 [� SCHEDULING CONTINGENCY-THANKSGIVING HOLIDAY Thu 11/22/12 Mon 11126112,74 I 76 Group 1 I .......... . y -.1.1................... . Tue 11/27/12 Wed 12/5/12 Tue 11/27/12 Wed 11/28/12;74 CoRR 77 Train all Cit Hall Uers - . .. .... ....... . 1 - Thu 11/29/12 Frill/30/1277 CoRR 78 0 Train Business Center Users .........._..__ __ _ /12'78S 71 Cutover City Hall Fri 11/30/12 Fn 11/30 S,73,74 Chns CoRR ; __. ... 80 Cutover Business Center Sat 12/1/12 Sat 12/1/12;79 Chns,CoRR Wed 10/3/12 Page 2 CoRR Draft Timeline v.2b.mpp City of Round Rock (� Cisco Voice System Expansion Project PREJ ID $ Task Name Start Finish Predecessors (Resource Names 810 Day 1 Support Mon 12/3/12 Wed 12/5/12 80 !Chris,CoRR ... i .... 82 Group 2 u 12/6/121 on 12/10/12 I .. ......... .... ............... ... .... .. . .. Thu 12/6%12: Mon 12/6/12 81 .._.. .:... CoRR 83 [.� Train&Cut 2015 Lamar _ I 84 Train&Cut Water Plant Thu 12/6/12; Fri 12/7/12183 Chris,CoRR I /1284 Chns CoRR ._ 85 ® Train&Cut GACA _ 86 ® Day..l.Support /12185 ..__. Chns CoRR Fn 12/7/12 Sun 12/9 Mon 12/10/12 Mon 12110 87 Group 3 Wed 12/12/12 Mon 12/17/12 -- _.. , 88 0 Train Police Department Users Wed 12/12/12 Thu 12/13/12186 CoRR I 89 [�{ Train CMRC/LP/Comm Users Wed 12/12/12; Wed 12/12/12 88FS-2 days CoRR 90 Cut Police Department Fri 12/14/12 Fri 12/14/12 89SS Chris,CoRR _... ._........ _._ _...... '-91 R Day 1 Support Sat 12/15/12 Mon 12/17/1290 ,CoRR,Chris 92 Group 4 Wed 12/19/12 Wed 12/26/12 93 [.j Train&Cut CMRC Wed 12/19/12 Wed 12/19/12,91 Chris,CoRR I 94 Train&Cut Luther Peterson Thu 12/20/12 Thu 12/20/1293 ;Chris,CoRR F96 Train&Cut 212 Commerce Fri 12/21/12: Fri 12/21/12;94 Chris,CoRR ' Day 1 Support Wed 12/26/12 Wed 12/26/12 95 Chris,CoRGroup 5 Wed 1/2113 Mon 1/14113 Train all Library UsersWed 1/2/13 Thu 1/3/13 96 CoRR _. .in all Public Works Users Fri 1/4/131 Mon 1/7/13r98 ;CoRR I 100Train Util Sup/Veh Maint/PARD Users Tue 1/8/13 Tue 1/8/13!99 CoRR ... ........ ..... ... _...... 101 0 Cut Library Fn 1/11/13 Sat 1/12/13100SS Chns,CoRR 102 [n3 Cut Public Works Sun 1/13/13 Sun 1/13/13101 'Chris,CoRR 103 ® Day 1 Support Sun 1/13/13 Mon 1/14/11102 ;Chris,CoRR 104 Group 6 Wed 1116113 Fri 1/18/13 _ ....._. __. ._.. ... ..._... _... ....... Wed 1/16/13 [E-11, 05 a Train&Cut Unlit Support Wed 1/16/131103 Chns,CoRR --� ... Y PP _ 06 Train&Cut Vehicle Mamt Wed 1/16/13 Wed 1/16/13.105SS Chris,CoRR __.. . __.._..... __..... _....... _......... ...... ....... 07 [� train&but PARD Yard Thu 1/17/13 Thu 1/17/13 106SS Chris,CoRR 08- Day 1 Support Fri 1/18/13 Fri 1/18/1 31 107 !Chns,CoRR 09 Group 7 Tue 1/22/13, Tue 1/29/13; 110 C3 Train all McConico Users Tue 1/22/13 Thu 1/24/13 108 CoRR I 111 Train Central Fire Users Fri 1/25/13 Fri 1/25/13;110 ,CoRR 112 0 Cut McConico Fri 1/25/13; Sat 1/26/13i111SS iChns 113 Day 1 Support Mon 1/28/13 Tue 1/29/13 112 Chris,CoRR t _. .. 114 Group 8 Thu 1/31/13 Wed 216113 115 [� Train and Cut Central Fire Users Thu 1/31/13 Thu 1/31/13113 Chris,CoRR 116Train&Cut FS 2 Users Fn 2/1/13 Fri 2/1/13115 'Chris,CoRR ....... . ... ..... 117 C3 Train&Cut FS 6 Users Mon 2/4/13 Mon 2/4/13116 Chris,CoRR I _ .. 118 ® Day 1 Support117 Chris,CoRR Tue 2/5/13 ed 2/6/13 119 Group 9 Mon 2111/13 Fri 2115113 120 Train&Cut FS 3 Users Mon 2/11/13' Mon 2/11/13;118 Chris,CoRR —I Wed 10/3/12 Page 3 CoRR Draft Timeline v.2b.mpp City of Round Rock ® ® E S I I Cisco Voice System Expansion Project �� II��.• ID Task Name Start Finish Predecessors Resource Names I 121 Train&Cut FS 4 UsersTue 2/12/13 Tue 2/12/13,120 Chris,CoRR................. ................................................... . ............... ....._....... ......_........................................ ._.. ....._......__ 122 in&Cut FS 5 Users Wed 2/13/13 Wed 2/1 3/1 3 1 2 1 Chns,CoRR .. ._................_.._ ....... . ...................... ............. ......... .. ......... _..... .. .... .... 123 Train&Cut FS 7 Users Thu 2/14%13, Thu 2/14/131122 Chris,CoRR 124 Day 1 Support Fri 2/15/13; Fri 2/15/13123 ,Chris,CoRR I 125 Milestone Completion and Acceptance Submittal&Approval ®® 126 11.1.8.Step VIII—Contact Center Express Implementation Th I Tue 2 u 127 Q Install UCCX on UCS server at City Hail as primary Tue 2/19/13 Tue 2/19/13124 Chns[75%] 1 128 Install Tue on UCS server at the Police Department Tue 2/19/13 Tue 2/19/13 127 Chns[75%] ... . . . ..... ...... .. .......... ......... 129 " Configure UCCX system parameters for High Availability Wed 2/20/13Wed 2/20/13'128 Chris[25%] 130 " Configure the Call Center scripts based on the documentation provided by CoRR Wed 2/20/13 Mon 2/25/13;129 Chris[67%] _.... _ ... __ _......_ 131 " Verify DB replication Mon 2/25/13 Mon 2/25/13;130 Chris[25%] I 132 Test HA failover Tue 2/26/13 Tue 2/26/131131 Chris I 133 Install CaIIRex call recording software on VM server provided by CoRR Tue 2/26/13 Thu 2/28/131132 ;Chris[l9%] 134 " Install Cisco Agent Desktop(CAD)software on Agent and Supervisor desktop computer Thu 2/28/13 Mon 3/4/131133 ;Chris[50%] 135 Coordinate the migration of Agent DIDs to the Cisco PRI circuit Mon 3/4/13 Mon 3/4113 134 Chris[75%] 136 Train Agents and Supervisors on the use of CAD and CaIIRex Tue 3/5/13 Wed 3/6/13'135 Chris(50%J i 137 Submit Milestone Completion&Acceptance Document Thu 3/7/13 Thu 3/7/13'136 Chns[l3%] ... .... .... ........................... 138 1.1.9.Step IX—Jabber Mobile Implementation Fri 318/13 Mon 3/18113 _ . .. ._. 139 Upgrade the ASA pairs at City Hall and the Police Department from version 8.2 to 8.x Fri 3/8/13 Mon 3/11/13 137 Chris 140 Test traffic flow and security Tue 3/12/13 Tue 3/12/13!139 Chns[75%] 141 Configure system parameters based on best practices Tue 3/12/13 Tue 3/12/13140 Chris j 142 Configure integration with CUCM ed 3/13/13 Wed 3/13/13,141 Chns[50%] 9 9 Directory 143 Configure integration with Active Directo Wed 3!13!13 Wed 3/13!13142 Chns[50%] I ...._. ............. ....... .... ....... .... ...... .. ... ........ 144 Work with CoRR to push the Jabber client software to the user workstation Thu 3!14/13 Mon 3/18/13'143 :Chris[17%] ..._.. 145 1 1 10 Step X Varlphy Insight Enterprise Implementation Tue 3119113 Thu 3/21113 .. ... ...... ....... .... " ___ _.. Tue 3/19/13' Tue 3/19/13;144 Chris[50%] 9 Insight Y parameters provided P Y 147 Configure ure sys em parlamete s based on bespractices Wed 3/20/13' Wed 3!20/13,146 Chris[38%] 148 " Configure integration with CUCM Thu 3/21/13; Thu 3/21/13;147 :Chris 149 1.1.11.Step XI—System Knowledge Transfer Thu 11122112; Mon 3/25/131, 150 Provide Knowledge Transfer Session 1 Thu 11/22/12 Thu 11/22/1274 Chris I 151 Provide Knowledge Transfer Session 2 Fri 11/23/12: Fri 11/23/12150 ,Chris T52 Provide Knowledge Transfer Session 3 Sat 11/24/12; Sat 11/24/12;151 'Chris 153 Provide Knowledge Transfer Session 4 Thu 3/21/13 Mon 3/25/13148 Chris I .... . ..._.._ __. _. . ....... __... 154 1.1.12.Step XII—Documentation and Phase I Project Closure Fri 3122113 Thu 3128113 M3/25/131153F 155 F Chris[50%] 156 Send Project Completion and Acceptance Document and Final Documentation Tue 3/26/13 Tue 3126/13155 Derrick I .......... .... ........................ .... ._.... ..... .. ...................................................................... ..__........................... ..... .. 157 0 Project Closure Metemg Wed 3/27/13, Wed 3/27/13;156 ;Derrick 158 Eg CoRR Approve Wed 10/3/12 Page 4 CoRR Draft Timeline v.2b.mpp Y j; t DIR Contract No. DIR-SDD-1367 f Vendor Contract No. ¢y 7. STATE OF TEXAS DEPARTMENT OF INFORMATION RESOURCES CONTRACT FOR PRODUCTS AND RELATED SERVICES Presidio Networked Solutions Incorporated 1. Introduction z k A. Parties r This Contract for products and related services is entered into between the State of Texas, acting by and through the Department of Information Resources (hereinafter"DIR")with its principal place of business at 300 West 15`h Street, Suite 1300, Austin, Texas 78701, r and Presidio Networked Solutions Incorporated (hereinafter "Vendor"), with its principal place of business at 7601 Ora Glen Drive, St. 100, Greenbelt,Maryland 20770. s B. Compliance with Procurement Laws This Contract is the result of compliance with applicable procurement laws of the State of Texas. DIR issued a solicitation on the Comptroller of Public Accounts' Electronic State Business Daily, Request for Offer (RFO) DIR-SDD-TMP-153, on December 18, 2009, V for Data Communications & Telecommunications Networking Equipment and Related Services. Upon execution of this Contract, a notice of award for RFO DIR-SDD-TMP- 153 shall be posted by DIR on the Electronic State Business Daily. C. Order of Precedence This Contract; Appendix A, Standard Terms and Conditions For Products and Related Services Contracts; Appendix B, Vendor's Historically Underutilized Businesses 4 Subcontracting Plan; Appendix C, Pricing Index; Exhibit 1, Vendor's Response to RFO DIR-SDD-TMP-153, including all addenda; and Exhibit 2, RFO DIR-SDD-TMP-153, x including all addenda; are incorporated by reference and constitute the entire agreement between DIR and Vendor. In the event of a conflict between the documents listed in this y paragraph, the controlling document shall be this Contract, then Appendix A, then Appendix B, then Appendix C, then Exhibit 1, and finally Exhibit 2. In the event and to the extent any provisions contained in multiple documents address the same or substantially the same subject matter but do not actually conflict, the more recent provisions shall be deemed to have superseded earlier provisions. 2. Term of Contract The term of this Contract shall be one (1) year commencing on the last date of approval by DIR and Vendor. Prior to expiration of the original term, DIR and Vendor may extend the Contract, upon mutual agreement, for up to three (3) optional one-year terms. r Page I of 10 } tz� S 4 DIR Contract No. DIR-SDD-1367 Vendor Contract No. 3. Product and Service Offerings A. Products Products available under this Contract are limited to Data Communications & h Telecommunications Networking Equipment and Related Services as specified in 1 Appendix C, Pricing Index. Vendor may incorporate changes to their product offering; however, any changes must be within the scope of products awarded based on the posting described in Section 1.13 above. Vendor may not add a manufacturer's } product line which was not included in the Vendor's response to the solicitation described in Section 1.13 above. B. Services Services available under this Contract are limited to those services specifically related k i to Data Communications &Telecommunications Networking Equipment and Related Services as specified in Appendix C, Pricing Index. Vendor may incorporate changes to their service offering; however, any changes must be within the scope of services G awarded based on the posting described in Section 1.13 above. g S 4. Pricing A. Manufacturer's Suggested Retail Price(MSRP) MSRP is defined as the product sales price suggested by the manufacturer or publisher of a product. F B. Customer Discount a The minimum Customer discount for all products and services will be the percentage off MSRP as specified in Appendix C. Customer Discount includes the DIR administrative Fee specified in Section 5. C. Customer Price i 4 1)The price to the Customer shall be calculated as follows: Y I> Customer Price=MSRP—Customer Discount 2) Customers purchasing products and services under this Contract may negotiate more advantageous pricing or participate in special promotional offers. In such event, I a copy of such better offerings shall be furnished to DIR upon request. 3) If pricing for products or services available under this Contract are provided at a lower price to: (i) an eligible Customer who is not purchasing those products or services under this Contract or (ii) any other entity or consortia authorized by Texas I law to sell said products and services to eligible Customers, then the available Customer Price in this Contract shall be adjusted to that lower price. This Contract shall be amended within ten (10) business days to reflect the lower price. Page 2 of 10 { E s f I DIR Contract No. DIR-SDD-1367 Vendor Contract No. D. DIR Administrative Fee The administrative fee specified in Section 5 below shall not be broken out as a separate line item when pricing or invoice is provided to Customer. E. Shipping and Handling Fees The price to the Customer under this Contract shall include all shipping and handling 4 fees. Shipments will be Free On Board Customer's destination. No additional fees shall be charged to the Customer for standard shipping and handling. If the Customer requests expedited delivery, Customer will be responsible for any charges for expedited delivery. i. F. Tax-Exempt As per Section 151.309, Texas Tax Code, Customers under this Contract are exempt s from the assessment of State sales, use and excise taxes. Further, Customers under this Contract are exempt from Federal Excise Taxes, 26 United States Code Sections , 4253(1) and (j). G. Travel Expense Reimbursement Pricing for services provided under this Contract are exclusive of any travel expenses that may be incurred in the performance of those services. Travel expense reimbursement may include personal vehicle mileage or commercial coach transportation, hotel accommodations, parking and meals; provided, however, the amount of reimbursement by Customers shall not exceed the amounts authorized for state employees as adopted by each Customer; and provided, further, that all reimbursement rates shall not exceed the maximum rates established for state employees under the current State Travel Management Program. Travel time may not be included as part of the amounts payable by Customer for any services rendered under this Contract. The DIR administrative fee specified in Section 5 below is not x applicable to travel expense reimbursement. Anticipated travel expenses must be pre- approved in writing by Customer. H. Changes to Prices Vendor may change the price of any product or service at any time, based upon changes to the MSRP, but discount levels shall remain consistent with the discount levels specified in this Contract. Price decreases shall take effect automatically during the term of this Contract and shall be passed onto the Customer immediately. k a: t 5. DIR Administrative Fee i A) The administrative fee to be paid by the Vendor to DIR based on the dollar value of x' all sales to Customers pursuant to this Contract is one percent (1.00%). Payment will be calculated for all sales, net of returns and credits. For example, the administrative fee for sales totaling $100,000 shall be $1,000. Page 3 of 10 } e; l: DIR Contract No. DIR-SDD-1367 s Vendor Contract No. B) All prices quoted to Customers shall include the administrative fee. DIR reserves the right to change this fee upwards or downwards during the term of this Contract, upon written notice to Vendor. Any change in the administrative fee shall be incorporated in the price to the Customer. x 6. Notification All notices under this Contract shall be sent to a party at the respective address indicated below. If sent to the State: Sherri Parks, Director Contracting&Procurement Services Department of Information Resources 300 West 15`h Street, Suite 1300 Austin, Texas 78701 Phone: (512)475-4700 §' Facsimile: (512) 475-4759 Email: sherri.parksgdir.state.tx.us If sent to the Vendor: Jackie Arnett Presidio Networked Solutions Incorporated 7601 Ora Glen Drive, St. 100 Greenbelt, Maryland 20770 i Phone: (301) 313-2000 x' Facsimile: (301) 313-0820 Email: jarnett@presidio.com i' 7. Software License h A. Shrink/Click-wrap License Agreement Regardless of any other provision or other license terms which may be issued by t Vendor after the effective date of this Contract, and irrespective of whether any such k' provisions have been proposed prior to or after the issuance of a Purchase Order for products licensed under this Contract, or the fact that such other agreement may be affixed to or accompany software upon delivery (shrink-wrap), the terms and conditions set forth in this Contract shall supersede and govern the license terms between Customers and Vendor. It is the Customer's responsibility to read the Shrink/Click-wrap License Agreement and determine if the Customer accepts ; the license terms as amended by this Contract. If the Customer does not agree with the license terms, Customer shall be responsible for negotiating with the t reseller to obtain additional changes in the Shrink/Click-wrap License Agreement language from the software publisher. Y Page 4 of 10 Y. 3 d-- DIR Contract No. DIR-SDD-1367 Vendor Contract No. 8. Intellectual Property Matters A.Definitions 1." Work Product" means any and all deliverables produced by Vendor for Customer under a Statement of Work issued pursuant to this Contract, including any and all tangible or intangible items or things that have been or will be prepared, created, developed, invented or conceived at any time following the effective date of the Contract, including but not limited to any (i) works of authorship (such as manuals, instructions, printed material, graphics, artwork, images, illustrations, photographs, 3 computer programs, computer software,.scripts, object code, source code or other programming code, HTML code, flow charts, notes, outlines, lists, compilations, F manuscripts, writings, pictorial materials, schematics, formulae, processes, algorithms, data, information, multimedia files, text web pages or web sites, other written or machine readable expression of such works fixed in any tangible media, and all other copyrightable works), (ii) trademarks, service marks, trade dress, trade names, logos, or other indicia of source or origin, (iii) ideas, designs, concepts, x personality rights, methods, processes, techniques, apparatuses, inventions, formulas, discoveries, or improvements, including any patents, trade secrets and know-how, (iv) domain names, (v) any copies, and similar or derivative works to any of the foregoing, (vi) all documentation and materials related to any of the foregoing, (vii) all other goods, services or deliverables to be provided to Customer under the Contract or a Statement of Work, and (viii) all Intellectual Property Rights in any of the foregoing, and which are or were created, prepared, developed, invented or conceived for the use or benefit of Customer in connection with this Contract or a Statement of Work, or with funds appropriated by or for Customer or Customer's benefit: (a) by any Vendor personnel or Customer personnel, or (b) any Customer =' personnel who then became personnel to Vendor or any of its affiliates or subcontractors, where, although creation or reduction-to-practice is completed while the person is affiliated with Vendor or its personnel, any portion of same was created, invented or conceived by such person while affiliated with Customer. 2. "Intellectual Property Rights" means the worldwide legal rights or interests evidenced by or embodied in: (i) any idea, design, concept, personality right, method, process, technique, apparatus, invention, discovery, or improvement, including any i patents, trade secrets, and know-how; (ii) any work of authorship, including any s` copyrights, moral rights or neighboring rights; (iii) any trademark, service mark,trade y dress, trade name, or other indicia of source or origin; (iv) domain name registrations; and (v) any other proprietary or similar rights. The Intellectual Property Rights of a party include all worldwide legal rights or interests that the party may have acquired by assignment or license with the right to grant sublicenses. 3. "Statement of Work" means a document signed by Customer and Vendor describing a specific set of activities and/or deliverables, which may include Work Product and Intellectual Property Rights, that Vendor is to provide Customer, issued pursuant to the Contract. Page 5 of 10 DIR Contract No. DIR-SDD-1367 Vendor Contract No. 4. "Third Party IP" means the Intellectual Property Rights of any third party not a party to this Contract, and which is not directly or indirectly providing any goods or services to Customer under this Contract. 5. "Vendor IP" shall mean all tangible or intangible items or things, including the Intellectual Property Rights therein, created or developed by Vendor (a) prior to providing any Services or Work Product to Customer and prior to receiving any documents, materials, information or funding from or on behalf of Customer relating to the Services or Work Product, or(b) after the Effective Date of the Contract if such tangible or intangible items or things were independently developed by Vendor outside Vendor's provision of Services or Work Product for Customer hereunder and were not created, prepared, developed, invented or conceived by any Customer personnel who then became personnel to Vendor or any of its affiliates or subcontractors, where, although creation or reduction-to-practice is completed while the person is affiliated with Vendor or its personnel, any portion of same was created, invented or conceived by such person while affiliated with Customer. B. Ownership. As between Vendor and Customer, the Work Product and Intellectual Property Rights therein are and shall be owned exclusively by Customer, and not Vendor. Vendor specifically agrees that the Work Product shall be considered "works made for hire" and that the Work Product shall, upon creation, be owned exclusively by Customer. To the extent that the Work Product, under applicable law, may not be considered works made for hire, Vendor hereby agrees that the Contract effectively transfers, grants, conveys, assigns, and relinquishes exclusively to Customer all right, title and interest in and to all r ownership rights in the Work Product, and all Intellectual Property Rights in the Work Product, without the necessity of any further consideration, and Customer shall be entitled to obtain and hold in its own name all Intellectual Property Rights in and to the Work Product. Vendor acknowledges that Vendor and Customer do not intend Vendor to be a joint author of the Work Product within the meaning of the Copyright Act of 1976. Customer shall have access, during normal business hours (Monday thru Friday, 8AM to 5PM) and upon reasonable prior notice to Vendor, to all Vendor materials, premises and computer files containing the Work Product. Vendor and Customer, as appropriate, will cooperate with one another and execute such other documents as may be reasonably appropriate to achieve the objectives herein. No license or other right is granted hereunder to any Third Party IP, except as may be incorporated in the Work Product by Vendor. C. Further Actions. Vendor, upon request and without further consideration, shall perform any acts that may be deemed reasonably necessary or desirable by Customer to evidence more fully the transfer of ownership and/or registration of all Intellectual Property Rights in all Work F' Product to Customer to the fullest extent possible, including but not limited to the execution, acknowledgement and delivery of such further documents in a form v determined by Customer. In the event Customer shall be unable to obtain Vendor's signature due to the dissolution of Vendor or Vendor's unreasonable failure to respond to Page 6 of 10 s 4 DIR Contract No. DIR-SDD-1367 Vendor Contract No. Customer's repeated requests for such signature on any document reasonably necessary for any purpose set forth in the foregoing sentence, Vendor hereby irrevocably designates and appoints Customer and its duly authorized officers and agents as Vendor's agent and Vendor's attorney-in-fact to act for and in Vendor's behalf and stead to execute and file any such document and to do all other lawfully permitted acts to further any such purpose ` with the same force and effect as if executed and delivered by Vendor, provided however that no such grant of right to Customer is applicable if Vendor fails to execute any document due to a good faith dispute by Vendor with respect to such document. It is understood that such power is coupled with an interest and is therefore irrevocable. Customer shall have the full and sole power to prosecute such applications and to take all other action concerning the Work Product, and Vendor shall cooperate, at Customer's sole expense, in the preparation and prosecution of all such applications and in any legal actions and proceedings concerning the Work Product. D. Waiver of Moral Rights. Vendor hereby irrevocably and forever waives, and agrees never to assert, any Moral Rights in or to the Work Product which Vendor may now have or which may accrue to Vendor's benefit under U.S. or foreign copyright or other laws and any and all other residual rights and benefits which arise under any other applicable law now in force or hereafter enacted. Vendor acknowledges the receipt of equitable compensation for its I assignment and waiver of such Moral Rights. The term "Moral Rights" shall mean any and all rights of paternity or integrity of the Work Product and the right to object to any modification, translation or use of the Work Product, and any similar rights existing s under the judicial or statutory law of any country in the world or under any treaty, regardless of whether or not such right is denominated or referred to as a moral right. E. Confidentiality. All documents, information and materials forwarded to Vendor by Customer for use in and preparation of the Work Product, shall be deemed the confidential information of Customer, and subject to the license granted by Customer to Vendor under sub-paragraph H. hereunder, Vendor shall not use, disclose, or permit any person to use or obtain the Work Product, or any portion thereof, in any manner without the prior written approval of 4 Customer. F. Injunctive Relief. The Contract is intended to protect Customer's proprietary rights pertaining to the Work F Product, and the Intellectual Property Rights therein, and any misuse of such rights would { cause substantial and irreparable harm to Customer's business. Therefore, Vendor acknowledges and stipulates that a court of competent jurisdiction may immediately enjoin any material breach of the intellectual property, use, and confidentiality provisions of this Contract, upon a request by Customer, without requiring proof of irreparable injury as same should be presumed. G. Return of Materials Pertaining to Work Product. Upon the request of Customer, but in any event upon termination or expiration of this Contract or a Statement of Work, Vendor shall surrender to Customer all documents and X Page 7 of 10 DIR Contract No. DIR-SDD-1367 Vendor Contract No. things pertaining to the Work Product, including but not limited to drafts, memoranda, notes, records, drawings, manuals, computer software, reports, data, and all other documents or materials (and copies of same) generated or developed by Vendor or furnished by Customer to Vendor, including all materials embodying the Work Product, any Customer confidential information, or Intellectual Property Rights in such Work Product, regardless of whether complete or incomplete. This section is intended to apply to all Work Product as well as to all documents and things furnished to Vendor by Customer or by anyone else that pertains to the Work Product. H. Vendor License to Use. Customer hereby grants to Vendor a non-transferable, non-exclusive, royalty-free, fully paid-up license to use any Work Product solely as necessary to provide the Services to Customer. Except as provided in this Section, neither Vendor nor any Subcontractor shall have the right to use the Work Product in connection with the provision of services to its other customers without the prior written consent of Customer, which consent may be withheld in Customer's sole discretion. I. Third-Party Underlying and Derivative Works. To the extent that any Vendor IP or Third Party IP are embodied or reflected in the Work 1 Product, or are necessary to provide the Services, Vendor hereby grants to the Customer, f or shall obtain from the applicable third party for Customer's benefit, the irrevocable, perpetual, non-exclusive, worldwide, royalty-free right and license, for Customer's internal business purposes only, to (i) use, execute, reproduce, display, perform, distribute copies of, and prepare derivative works based upon such Vendor IP or Third Party IP and any derivative works thereof embodied in or delivered to Customer in conjunction with the Work Product, and (ii) authorize others to do any or all of the foregoing. Vendor agrees to notify Customer on delivery of the Work Product or Services if such materials include any Third Party IP. On request, Vendor shall provide i Customer with documentation indicating a third party's written approval for Vendor to use any Third Party IP that may be embodied or reflected in the Work Product. J.Agreement with Subcontracts. g Vendor agrees that it shall have written agreement(s) that are consistent with the provisions hereof related to Work Product and Intellectual Property Rights with any employees, agents, consultants, contractors or subcontractors providing Services or Work Product pursuant to the Contract, prior to their providing such Services or Work Product, and that it shall maintain such written agreements at all times during performance of this Contract, which are sufficient to support all performance and grants of rights by Vendor. Copies of such agreements shall be provided to the Customer promptly upon request. z: K. License to Customer. Vendor grants to Customer, a perpetual, irrevocable, royalty free license, solely for the i Customer's internal business purposes, to use, copy, modify, display, perform (by any means), transmit and prepare derivative works of any Vendor IP embodied in or delivered to Customer in conjunction with the Work Product. The foregoing license includes the right to sublicense third parties, solely for the purpose of engaging such third parties to Page 8 of 10 s a DIR Contract No. DIR-SDD-1367 Vendor Contract No. assist or carryout Customer's internal business use of the Work Product. Except for the preceding license, all rights in Vendor IP remain in Vendor. L. Vendor Development Rights. To the extent not inconsistent with Customer's rights in the Work Product or as set forth herein, nothing in this Contract shall preclude Vendor from developing for itself, or for others, materials which are competitive with those produced as a result of the Services provided hereunder, provided that no Work Product is utilized, and no Intellectual Property Rights of Customer therein are infringed by such competitive materials. To the extent that Vendor wishes to use the Work Product, or acquire licensed rights in certain Intellectual Property Rights of Customer therein in order to offer competitive goods or services to third parties, Vendor and Customer agree to negotiate in good faith regarding an appropriate license and royalty agreement to allow for such. i 9. Authorized Exceptions to Appendix A,Standard Terms and Conditions for Product and Related Services Contracts. 4 No exceptions. E } CC 7 5 f ti 1 1' Page 9 of 10 s f'. DIR Contract No. DIR-SDD-1367 Vendor Contract No. This Contract is executed to be effective as of the date of last signature. Presidio Networked Solutions Incorporated Authorized By: signature on file Name: Jackie Arnett Title: Executive Director Date: 05-18-2010 k The State of Texas, acting by and through the Department of Information Resources Authorized By: signature on file } Name: Cindy Reed Title: Deputy Executive Director Operations & Statewide Technology Sourcing 3 Date: 05-20-2010 k' Legal: _cjk 05-19-2010 k E' i V t Page 10 of 10 APPENDIX C-PRICING INDEX TO DIR-SDD-1367 Amd 1 Presidio Networked Solutions,Inc. Customer Discount % off Manufacturer/Product Line/Product Category MSRP Hardware Cisco 44.85% IronPort 24.00% Maintenance Smartnet 19.75% Smartnet for Education(K-12 and Higher Education) .75% 31 Cisco Maintenance 11.75% Cisco Maintenance for Education (K-12 and Higher Education) 31.75% Technical Services Senior Architect/Engineer(CCIE or equivalent) $187.63/hour Network Architect/Engineer $164.17/hour General Tech/Engineer $140.72/hour Project Manager $121.96/hour t! 4 F f S G EXECUTED ORIGINAL DOCUMENT FOLLOW s Pp 5 i t f { E f 3 f F PRESIDIO Cisco Voice System Expansion City of Round Rock September 28, 2012 f Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO { R Planning Team Presidio Inc. Name Company/Function Phone E-mail Roger Haney Director of Professional Services 512-795-7142 rhaney presidio.com E 3 9 Brett Marlier Account Manager 512-961-3958 bmarlier@Presidio.com Derrick Roeske Project Manager 512-795-7138 droeske@presidio.com Ted Kilgore Sr.Consulting Engineer 703-975-6062 tkilgore presidio.com Chris Hill Sr. Consulting Engineer 210-424-3941 chill presidio.com Thomas Lansdell Consulting Principal 512-795-7132 tlansdell@presidio.com City of Round Rock Name Company/Function Phone E-mail Heath Douglas City of Round Rock 512-801-4520 hdouglas@roundrocktexas.gov John Bader City of Round Rock 512-671-2750 ibader@roundrocktexas.gov Brooks Bennett City of Round Rock 512-671-2731 bbennett@roundrocktexas.gov Tommy Sauceda City of Round Rock 512-844-4035 tsauceda@roundrocktexas.gov Revision: 3.0 Confidential and Proprietary Page 2 of 9 i f Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO Revision History l Notes Revision Revision Date Name 1.0 9-10-2012 Derrick Roeske Initial Customer Draft 2.0 9-17-2012 Derrick Roeske Added Reference to DIR-SDD-1386 Contract and Removed Standard T&Cs 3.0 9-28-2012 Derrick Roeskel Updated T&Cs Notices: O 2012 INX LLCAII Rights Reserved. This document and its contents are the confidential and proprietary intellectual property of INX LLC and may not be duplicated, redistributed or displayed to any third party without the express written consent of INX LLC. Other product and company names mentioned herein may be the trademarks of their respective owners. Revision: 3.0 Confidential and Proprietary Page 3 of 9 Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO 1. Planning Documents i 1.1.Introduction This Planning Completion and Acceptance document signifies agreement on successful completion of the Planning/Design for the Cisco Voice System Expansion for the City of Round Rock as well as the Scope of Work to be performed during the Execution Phase. 1.2.Planning/Design Documents (Attachments) The attached documents) represent the complete plan and design for the Execution of this project: • Systems Engineering Report dated September 7, 2012 with Revision#2.0 • Draft Execution Timeline—TBD Once SE is reviewed and finalized—Placeholder 1.3.Execution Phase Scope of Work See the attached Systems Engineering Report dated September 7, 2012 with Revision#2.0 for a description of the Execution Tasks/Scope of Work. 1.4.Execution Phase Deliverables Below is a summary of the Execution Phase Deliverables Key Focus Key Activities Deliverables • Execution • Installation • Final Project Documentation • Configuration • Testing • Go Live • Freeze Period • Milestone • Communicate milestone • Milestone Completion and Completion and completion for professional Acceptance document at end of Acceptance services Step VII • Project • Communicate project completion • Project Completion and Acceptance Completion and which signifies closure of project document Acceptance See the attached Systems Engineering Report dated September 7, 2012 with Revision#2.0 for a description of the Execution Tasks/Scope of Work. Revision: 3.0 Confidential and Proprietary Page 4 of 9 S C } Y Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO s r t r 1.5.Change Management Process Presidio emphasizes detailed planning and design prior to any complex systems project. One of the reasons for this approach is to avoid any change orders during the Execution Phase that could affect budget, schedules, or business interruptions. During and upon completion of the Planning Phase INX will review all detailed system design and features so that when implementation begins there will be no surprises. However,there are times when a change order will be requested by the client upon completion of the Planning Phase and if this happens the change request will be considered an addendum to this document and the attached Planning documents and will be performed E s accordingly. Revision: 3.0 Confidential and Proprietary Page 5 of 9 s s PRESIDIO Cisco Voice System Expansion Planning Completion and Acceptance t f 2. Pricing Presidio will invoice the City of Round Rock based on the project milestones listed below: # i Milestone Milestone Description Fixed or Amount No. Estimated I 1 Presidio Services:Completion of Steps I-VII Fixed $56,955.00 2 Presidio Services:Steps VIII-xi-Project Completion Fixed $26,795.00 GRAND TOTAL Fixed $83,750.00 Expenses-any travel and incidental expenses incurred by Presidio in association with the execution of this document are included in the pricing listed above. Revision: 3.0 Confidential and Proprietary Page 6 of 9 f l Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO 3. Terms and Conditions i 1) This Proposal is governed by the terms and conditions established in DIR Contract Number DIR- SDD-1386, between INX LLC and the State of Texas Department of Information Resources. 2) In addition to the terms and conditions outlined in the Texas DIR-SDD-1386 which govern this project, the proposed UC Design is based on Presidio and Cisco best practices.The Presidio Project team is confident and believes that the proposed design and solution will meet the City of Round Rock's needs based on the information received from the City of Round Rock and discovered during the Planning/Design phase of the Strategic Engagement Framework(SEF) process. Presidio has provided the City of Round Rock with a Fixed Price contract based on the Systems Engineering document, version 2.0, which includes the final design and scope of work. If Presidio has not included hardware items that are required to implement the proposed design, Presidio will provide these items at no cost to City of Round Rock. Revision: 3.0 Confidential and Proprietary Page 7 of 9 fi k 5 PRESIDIO Cisco Voice System Expansion Planning Completion and Acceptance r 4. Authorization to Proceed The use of signatures on this Planning Completion and Acceptance document is to ensure agreement on t successful completion of the Planning of Phase of this project as well as the work to be performed during the Execution. Presidio's signature signifies our commitment to continue with the project as described in this document. Please review this document and all attachments thoroughly, as they will be the basis for all { work performed by Presidio on this project. City of Round Rock (I M Signature Date Printed Name&Title INX LLC a wholly owned subsidiary of Presidio Networked Solutions, Inc. Signat e Date Printed Name &Title Please sign and return the entire document to fax number 512-795-7194 or bmarlier@presidio.com. Thank you! Revision: 3.0 Confidential and Proprietary Page 8 of 9 i c Cisco Voice System Expansion Planning Completion and Acceptance PRESIDIO E 5. Attachments 5.1.Systems Engineering Report P 5.2.Draft Timeline i Revision: 3.0 Confidential and Proprietary Page 9 of 9 PRESIDIO , \ti A r 7 Yw$"'.Y r. 5h53 Cisco Voice System Expansion City of Round Rock , TX ( CORR ) September 7, 2012 I r 4 PRESIDIO Cisco Voice System Expansion-Systems Engineering Report s Planning Team F i Presidio Inc. 3 Name Company/Function Phone E-mail Roger Haney Director of Professional Services 512-795-7142 rhanev(@presidio.com Brett Marlier Account Manager 512-961-3958 bmarlier presidio.com i Derrick Roeske Project Manager 512-795-7138 droes ke presidio.com II Ted Kilgore Sr.Consulting Engineer 703-975-6062 rkilpore@presidio.com Chris Hill Sr. Consulting Engineer 210-424-3941 chill@presidio.com Thomas Lansdell Consulting Principal 512-795-7132 tiansdeliCcppresidio.com City of Round Rock Name Company/Function Phone E-mail Heath Douglas City of Round Rock 512-801-4520 hdouglas@roundrocktexas.gov John Bader City of Round Rock 512-671-2750 ibader roundrocktexas.go_v Brooks Bennett City of Round Rock 512-671-2731 bbennett@roundrocktexas.gov Tommy Sauceda City of Round Rock 512-844-4035 tsauceda@roundrocktexas.gov Revision History Revision Revision Date Name Notes 1.0 8/31/12 Derrick Roeske Customer Draft Submittal 2.0 9/7/12 Derrick Roeske Final Customer Submittal Notices: @ 2012 INX LLCAII Rights Reserved. This document and its contents are the confidential and proprietary intellectual property of INX LLC and may not be duplicated, redistributed or displayed to any third party without the express written consent of INX LLC. Other product and company names mentioned herein may be the trademarks of their respective owners. Revision: 2.0 Confidential and Proprietary Page 2 of 56 1` Cisco Voice System Expansion-Systems Engineering Report PRESIDIO [ Contents 1. Executive Overview................................................................................................................................4 1.1. Introduction.........................................................................................................................................4 1.2. Situation..............................................................................................................................................4 1.3. Client Considerations..........................................................................................................................5 1.4. Solution Overview...............................................................................................................................5 1.5. Systems Engineering Report Sections...............................................................................................12 2. Analysis and Recommendations.....................................................................................................13 2.1. Site Information.................................................................................................................................13 2.2. Network Infrastructure......................................................................................................................14 2.3. Facilities.............................................................................................................................................18 2.4. Telephony Components....................................................................................................................20 2.5. Cisco UC on UCS................................................................................................................................26 2.6. Backup and Disaster Recovery.............................................................................................. ............ 29 2.7. Phone Features..................................................................................................................................30 2.8. Voicemail...........................................................................................................................................35 2.9. Additional UC Applications................................................................................................................35 2.10. Licensing........................................................................................................................................37 2.11. Maintenance.................................................................................................................................37 2.12. Policies and Access........................................................................................................................38 3. Deployment Strategy.............................................................................................................. ............ 39 3.1. Project Logistics.................................................................................................................................39 3.2. Project Management.........................................................................................................................39 3.3. Deployment Steps.............................................................................................................................41 4. Detailed Scope of Work......................................................................................................................43 4.1. Presidio Tasks for Phase I..................................................................................................................43 4.2. CoRR Tasks.........................................................................................................................................47 4.3. Out of Scope Tasks............................................................................................................................50 5. Training Plan -...................................................................................................................................... 51 5.1. CoRR UC System Knowledge Transfer...............................................................................................51 5.2. User Training(Train-the-Trainer) ......................................................................................................51 6. Final Project Documentation...........................................................................................................53 7. Support Plan...........................................................................................................................................54 7.1. Initial Go Live Support and Freeze Period.........................................................................................54 8. Attachments...........................................................................................................................................56 8.1. Call Center Call Flow Visio Diagrams.................................................................................................56 8.2. Auto Attendant Call Flow Visio Diagrams..........................................................................................56 8.3. UC SE Design Workbook....................................................................................................................56 Revision: 2.0 Confidential and Proprietary Page 3 of 56 i 's Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ( 1. Executive Overview 1.1. Introduction Presidio has been invited to work with the City of Round Rock,TX(CoRR) in their ongoing effort to migrate from a traditional PBX to a Voice over IP solution that takes advantage of the many feature benefits provided by this advanced technology. After several months of detailed discussions between Presidio,Cisco, and CoRR, a complete solution has been fully defined. This Systems Engineering Report documents the detailed planning and design performed by the Planning Team as part of this project. As such this document provides a detailed roadmap for the design and sets the stage for a successful Execution Phase. The following workshops have been conducted for planning and the output of these workshops has been incorporated into this document: • Network Architecture • Facilities • Telephony • Voice Messaging • Conferencing • Contact Center • Applications • Policy and Access • Phone Features • Accessibility • Training • Project Logistics • Support 1.2. Situation CoRR has recently undergone an upgrade of their old phone system to an NEC-based VolP solution and have decided that the new system does not satisfactorily meet the requirements of their user base. Call quality issues and the inability of the NEC system to place and maintain calls have caused a great deal of frustration and put a heavy strain on the users as well as the IT Department. After considerable thought and effort, CoRR has decided that they need to switch to a more established and proven VoIP solution architecture. In this effort,CoRR has engaged Presidio/Cisco to design and deploy a highly available VoIP solution to replace the NEC phone system. Cisco's Unified Communications Manager version 8.6 has been chosen as the foundation of the new environment. The new solution suite will include a fully integrated host of functions including VolP call control using Cisco Unified Communications Manager (cUCM),voicemail integrated with MS Exchange Cisco Unity Connection (CUCN), Unified Contact Center Express (UCCX),Cisco Unified Presence (CUPS), mobility services(Jabber Mobile), call recording(Callrex),attendant console(Bridge Communications),and comprehensive management/reporting tools (Variphy). Revision: 2.0 Confidential and Proprietary Page 4 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO The Cisco solution will be deployed in a virtual environment on two new Unified Computing System (UCS)servers in parallel to the NEC system with all users and features configured before end user migration is begun. Due to their ongoing negotiations with NEC about the future of their VOIP environment,CoRR has expressed a desire to keep the old and new phone systems completely separated from each other. To facilitate this,during the migration,the Cisco and NEC systems will not be directly connected via a QSIG trunk so all inter-PBX calling will be directed to the PSTN network. In order to simplify the user experience during the transition, Presidio will configure translation patterns on the Cisco switch to facilitate 5-digit extension dialing of users residing on the legacy system. Caller ID information will appear on the destination phone as it does on all outbound calls. Because of the overall instability of the current system,CoRR would like to migrate all of the users and services to the Cisco solution as quickly as possible. To facilitate this move, several major tasks must be completed in 12 steps. 1. Pre-Installation 2. Equipment Staging 3. Load Appliances 4. Configuration and Integration 5. Equipment Migration 6. Phone Deployment 7. User Migration 8. Contact Center Express Implementation 9. Jabber Implementation 10. Variphy Insight Enterprise Implementation 11. System Knowledge Transfer 12. Documentation and Project Closure 1.3. Client Considerations CoRR has stressed the sensitivity of this effort because of the issues associated with the NEC deployment. They have also expressed a desire to get everyone onto the new system as quickly as possible while ensuring a smooth transition. Based on these requirements,the design will focus on migrating the majority of the users first,followed by the ones needing the more advanced features, such as Contact Center. We believe that this strategy will give CoRR the fastest relief from their current issues while minimizing any potential risks. 1.4. Solution Overview The overall solution will be based on Cisco Unified Communications Manager(CUCM)version 8. CUCM will act as the foundation for all other UC applications. Although there is no immediate need for large-scale future growth,the solution will be designed to scale beyond the current target of 519 phones. Voicemail will be provided by Cisco Unity Connection (CUCN)version 8. Call Center will be provided by Cisco Unified Contact Center Express (CUCCX)version 8. Fully integrated presence Revision: 2.0 Confidential and Proprietary Page 5 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO services will be provided by Cisco Unified Presence Server(CUPS)version 8. Mobility services will be provided by Cisco Jabber Mobile. Also,third-party applications will be installed to perform additional functions. Call recording will be dant console services will be provided by Bridge provided by Enghouse's CallRex software. Atten Communication's Bridge Operator Console. Advanced reporting and control functions will be provided by Variphy's Insight for Enterprises version 5. Figure 1 below shows a high-level overview of the proposed call flow design representing all locations,Telco connectivity, hardware placement,and NEC integration. Revision: 2.0 Confidential and Proprietary Page 6 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO L ry NEC IP pR� 4 PBX x TW Telecom PSTN During migration all inter-system calls will flow through the z+ PSTN network Q� A� N Cisco 2951 Cisco 2951 Voice Gateway VoiceGGateew®waa�y UCS C210 UCS C210 Publisher&Subscriber Subscriber Cisco VG224 Cisco VG224 Analog Gateway Analog Gateway Cisco IP Phones Cisco IP Phones Police Department Normal City Hall Voice Over IP Calls Over 1Gb Fiber Remaining 20 McConico Remote Sites Cisco IP Phones Cisco IP Phones Cisco 2911 Cisco 2901 Voice Gateway Voice Gateway SRST&911 Calls SRST&911 Calls Over 2 x FXO Over 2 x FXO AT&T AT&T PSTN PSTN figure 1 —Proposed Call Flow Revision: 2.0 Confidential and Proprietary Page 7 of 56 I 3 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ) 1.4.1. Cisco Unified Communications Manager(CUCM) CUCM will be redundantly deployed on Cisco UCS C210 appliances at the City Hall and Police Department locations.A CUCM Publisher and Subscriber will be deployed at City Hall and a redundant CUCM Subscriber will be deployed at the Police Department. All CUCM Subscriber servers will host trivial File Transfer Protocol (TFTP) and Music on Hold (MOH). 1.4.2. Cisco Unified Contact Center Express (UCCX) UCCX will be deployed as a redundant pair with one virtual server running on each UCS C210 servers at City Hall and the Police Department. The agent scripts will be recreated from the documentation provided by CoRR and the.WAV file prompts will be imported into the new system to eliminate the need to document and re-record them. All agent and supervisor software must be deployed and all users will need to be trained on its use. 1.4.3. Cisco Unity Connection (CUCN) CUCN will be redundantly deployed on Cisco UCS210 appliances at the City Hall and Police Department locations. With redundant servers,CUCN will be configured for high availability, resulting in doubled port capacity and robust operation. Access to voicemail messages from the old system is not necessary due to the current Exchange integration. All new mailboxes will be configured with a password matching the user extension. All of the Auto Attendant prompts will be recreated from the documentation and .WAV file prompts imported. 1.4.4. Survivable Remote Site Telephony(SRST) In addition to building redundancy into the Communications Manager server farm,SRST will be implemented at 21 remote sites to allow voice communications to continue in the event of a network outage. The voice gateway at each of the remote sites maintains communications with the UCM servers at City Hall and PD. When this communication is lost,the local gateway routes all internal and external calls through the two FXO lines it terminates. The UCM server at the main sites route all calls destined for the affected site out through the PRI links attached to its local gateway. This allows for internal VoIP calls to continue but through the PSTN network instead of the data WAN. When data communications are restored,the gateways and UCM servers revert back to the standard mode of operations for all calls. 1.4.5. Cisco UC on Cisco UCS Cisco UCS servers have been added to this solution as the new UC Voice Server Platform. Below is a brief description of Cisco's UC on UCS. UC stands for Cisco Unified Communications. It is a set of communications and collaboration applications and appliances that offer Voice and Video over IP (VoIP), IP Communications, IP Telephony, mobile applications,customer care,Telepresence, conferencing, Revision: 2.0 Confidential and Proprietary Page 8 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO voicemail/messaging, presences and enterprise social software. UCS stands for Cisco Unified Computing System. It offers customers an integrated, unified and highly manageable computing infrastructure for running enterprise and service provider applications. "Virtual UC on UCS" refers to the solution of running Virtual UC applications on UCS infrastructure. Each UCS C210 server will host 4 virtual machines: City Hall Police Department UCM Publisher UCM Subscriber UCM Subscriber Unified Presence Contact Center Express Contact Center Express Unity Connections Unity Connections table i — UCS VM List 1.4.6. Cisco Integrated Services Router Generation 2 (ISRG2) The ISRG2 routers have been included in this solution to meet telephony requirements in 22 locations. At the City Hall and Police Department locations,Cisco 2951 routers will terminate the 2 new PRI circuits coming into each site from TW Telecom. These 4 circuits will be the primary links into the PSTN network for all sites. For all sites other than City Hall and the Police Department,Cisco 2901 routers will serve as an interface into the PSTN for all local 911 calls. They also provide Survivable Remote Site Telephony(SRST)functionality in the event of a network outage that prevents devices from communicating with the primary PSTN locations. Each of these routers will terminate 2 FXO lines for 911 and SRST calls. To provide SRST services to its larger number of devices,the McConico location will use a Cisco 2911 router in place of the 2901. All other functions will be the same. 1.4.7. Cisco Unified Presence Server(CUPS) Cisco Unified Presence Server will be installed on the UCS C210 host at the Police Department. This application will provide City of Round Rock employees presence status for other employees of the organization. Examples of these are"On a call" or"In a meeting'. CUPS also provides Instant Messaging capabilities to end users as well as a click-to-call solution for the enterprise. 1.4.8. Cisco Jabber Mobile Cisco Jabber will be deployed to enable a feature-rich mobility solution. This provides the ability to extend the VoIP environment to both corporate and personal mobile devices such as Wad, e from either WiFi Whone,Android,etc. Users will have direct access to their corporate IP phon or any public cellular network with seamless switching between them to optimize call quality. All Jabber Mobile calls will access the VoIP network through the Cisco ASA pair at City Hall. The ASA pairs at City Hall and the Police Department will be upgraded from version 8.2 to version 8.4 to support Cisco's Secure Connect which allows Jabber to manage the VPN tunnel. This provides the end user with a seamless mobility experience. Revision: 2.0 Confidential and Proprietary Page 9 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO Minimum system requirements for Jabber vary by application version and can be found on Cisco's website. A brief summary is shown in Table 2 below. CIS CPU RAM D � WindowsXP SP3/Win 7 2G z 2 GB 256 MB 10.6.8 Core 2 Duo 1 GB 300 MB Mac•, i05 5.1.1 N/A N/A N/A iPhon- iOS 5.1.1 N/A N/A N/A table 2—Jabber Client Requirements Cisco Jabber for Android is officially supported on the following devices: • Samsung Galaxy Nexus running Android Version 4.04 • Samsung Galaxy S II (AT&T) running Android Version 2.3 • Samsung Galaxy S II (NTT Docomo) running Android Version 2.3 • Samsung Galaxy S i9000(model number GT-19000) running Android Version 2.3 • Samsung Galaxy ACE (model number GT-S5830L) running Android Version 2.3 • Samsung Galaxy Tab international version (model number GT-P1000) running Android Version 2.3 Note:Although not officially supported,the Cisco Jabber application runs on many Android devices with various degrees of limitations depending on the device. Consult the Cisco Support Forums at http•//supportforums.cisco.com if you encounter problems with unsupported devices. Blackberry users can have access to Jabber's Instant Message function only. A compatibility matrix can be found on Cisco's website at the following address: http //www cisco com/en/US/customer/prod/collateral/voiceswZps6789/ps7290/ps11763 data sheet c78-677119.html 1.4.9. Bridge Operator Console Operators at City Hall will utilize Bridge Communication's Bridge Operator Console software to manage the large volume of calls coming into the main line. With this software,operators will be able to route calls to appropriate personnel both blindly and in a managed fashion. They will have full visibility of the call status of the users they are routing to and the ability to reroute calls when necessary. To support this solution,CoRR will need to provide a virtual machine running outside of the UCS C210 boxes. This server will run the BOC Connector service needed by the Operator clients. The minimum specs of this VM are: Minimum if SQL database is on separate box • Windows 2003 -2008 R2 (32 or 64 if TAPI Supports it) • 2 Processors or vCPUs • 2GB RAM Revision: 2.0 Confidential and Proprietary Page 10 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO k • 60GB Thin Provisioned • Gigabit or better NIC Suggested if SQL is on the same box g Windows 2003-2008 R2 (32 or 64 if TAPI Supports it) • 3 Processors or vCPUs • 3GB RAM • 10OGB Thin Provisioned Gigabit or better NIC 1.4.10. Enghouse CaIIRex Call Recording CaIIRex Call Recording software includes both active conference-based and passive call recording methods.Active call recording is a server-side solution that does not require client enabled software,and simplifies deployments for companies with multiple sites and mixed vendor communication environments. CaIIRex Call Recording further improves customers' ability to securely capture customer interactions and monitor calls for process improvement To support this solution, CoRR will need to provide a virtual machine running outside of the UCS C210 boxes to run the CaIIRex Server. The minimum specs for this server are: Supported Server Operating Systems • Windows Server 2008 x86,Windows Server 2008 x64*,Windows Server 2008 x64 R2*, Windows Server 2003,Windows Server 2003 R2 Network Interface Cards 2-100/1000 MB NICs(One is required for a dedicated connection to the data switch,the other for client/internet connection.) Storage Requirements 97.5 KB per minute of recording • 170 hours per GB Under 50 Simultaneous Recordings(Dedicated Server) • Processor:Dual core consumer grade or better • Memory: 2 GB memory (minimum) • Hard drive: 100+GB,7200 RPM minimum 1.4.11. Variphy Insight Enterprise In order to provide a robust reporting and issue resolution solution, Presidio will install Variphy's Insight Enterprise version 5. Insight greatly reduces the time and effort necessary to determine the root cause of call issues allowing for a quicker and more complete resolution. To support this solution,CoRR will need to provide a virtual machine running outside of the UCS C210 boxes to run the Insight server. The minimum specs for this server are: Windows 2000 or newer (Linux also) 3GB+ Memory Revision: 2.0 Confidential and Proprietary Page 11 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO i 10GB+ Hard Disk Space 1.5. Systems Engineering Report Sections Section 2:Analysis and Recommendations Analysis of the current voice network is the result of a kickoff meeting and design workshops between Presidio and CoRR Design and configuration recommendations take into account network analysis, project goals,CoRR preferences and industry best practices. Section 3:Deployment Strategy This section outlines the implementation strategy and the specific phases for this project. Section 4:Detailed Scope of Work This section lists the detailed scope of work for each phase of this project. Included are Presidio tasks,CoRR tasks, and tasks considered outside the scope of this project. Section 5:Training Plan In addition to informal knowledge transfer during this project this section outlines the plan for both administrator training and end user training. Section 6:Final Project Documentation This section defines the specific deliverables that will be included prior to completion of Phase I of this project. Section 7:Support Plan This section defines both the project Freeze Period plan (also known as Day One Support)and the ongoing Solution Support plan (also known as Day Two Support). A well planned and executed initial support system is critical for project success and user adoption. The Freeze Periods are specific periods of time and well defined from a go-live event to formal project an phase closure. It is important to have a qualified, efficient, and timely support structure in place at the end of the Freeze Periods to maintain optimal operating conditions and to make sure the solution continues to add value overtime. Revision: 2.0 Confidential and Proprietary Page 12 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2. Analysis and Recommendations 2.1. Site information 2.1.1. Sites Included As Part Of This Project Table 3 below shows a list of all sites included in this project - City State Location Address City Hall 221 E. Main St. Round Rock TX Police Department 2701 N. Mays St. Round Rock TX PARD Yard 221 E. Main St. Round Rock TX Business Center 231 E. Main St. Round Rock TX Library 216 E. Main St. Round Rock TX CMRC 1600 Gattis School Rd. Round Rock TX McConico 301 W. Bagdad Bldg. 1 Round Rock TX Central Fire 203 Commerce Blvd. Round Rock TX Fire Station 2 200 W. Bagdad Round Rock TX Fire Station 3 1991 Rawhide Dr. Round Rock TX Fire Station 4 3300 Gattis School Rd. Round Rock TX Fire Station 5 350 Deepwood Dr. Round Rock TX Fire Station 6 2919 Joe DiMaggio Round Rock TX Fire Station 7 2811 Oakmont Blvd. Round Rock TX Luther Peterson 910 Luther Peterson Place Round Rock TX Vehicle Maintenance 901 Luther Peterson Place Round Rock TX 212 Commerce 212 Commerce Blvd. Round Rock TX 2015 Lamar Drive 2015 N. Lamar Ave. Round Rock TX Public Works 2008 Enterprise Dr. Round Rock TX Water Plant 5200 North IH 35 Round Rock TX Utility Support 5200 North IH 35 Round Rock TX BACA 301 W. Bagdad Bldg. 2 Round Rock TX table 3—List of Sites 2.1.2. Sites Not Included As Part Of Phase 1 of This Project All other sites See the All Sites tab in the UC SE Workbook Revision: 2.0 Confidential and Proprietary Page 13 of 56 I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.2. Network Infrastructure 2.2.1. Design Overview/Diagrams The CoRR network is designed as a ring architecture running over darkfiber between sites. All pieces of network equipment are Cisco Catalyst 6500 or 3750 switches. Larger sites have redundancy built in while smaller sites rely on single 3750's. 2.2.1.1. WAN Architecture • All infrastructure related to this engagement is Cisco • Most of the sites are connected to each other over a fiber Ethernet in a multi-ring topology running at 1Gbps. This provides WAN redundancy to these sites in case of a port failure or fiber cut. • There are some instances of a configured link in the ring being down which compromises the ring, but does not fully isolate any one device. For example, McConico is configured to uplink to both Fire Station 2 and BACA. The link to BACA is down,so McConico is single-homed and reliant on the Fire Station 2 3750 which only has one power supply. This is a risk that should be removed by resolving the BACA uplink issue. • Some smaller sites rely on single 1Gbps fiber connectivity and are therefore susceptible to data link failure. The Water Plant site connects to the Public Works site via a 54Mbps wireless bridge. A fiber link between these sites is planned for the future. • All connectivity between sites is done at Layer 3 using EIGRP with the exception of the Water Plant which connects via Layer 2. The Police Department network is protected by a Cisco ASA pair. 2.2.1.2. LAN Architecture The LAN architecture is setup in a traditional Core and Access level topology with the Core terminating the WAN links and the Access switches connecting to the Core switches. In several of the smaller sites a single switch functions as the Core and Access switch. • All inter-switch LAN links connect at layer-3 and utilize EIGRP for router learning. The only exceptions to this model are the EOC switches at the Police Department. These devices connect back to the PD MDF via single layer-2 uplinks. All LAN segments in this phase support 1Gbps or higher connectivity CoRR provides Core redundancy at the City Hall and Police Department sites. City Hall uses a VSS pair of Cisco 6504 switches and the Police Department uses an independent pair of 6503's running GLBP for gateway redundancy. There are known issues with the Ethernet hardware in the Police Department core switches. Cisco TAC case number 622877399 uncovered packet loss issues caused by the 8:1 oversubscription rate on the WS-X6148-GE-TX line cards. o This is a generation 1 Gigabit Ethernet line card that utilizes the shared bus backplane instead of the higher-capacity fabric backplane. These cards are End of Life/End of Sale(EOL/EOS) Revision: 2.0 Confidential and Proprietary Page 14 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO o The ports on these cards are 8:1 oversubscribed on the 6Gbps link to the shared bus. 6 Groups of 8 ports all share a single 1Gbps link to the bus. These groups are organized as ports 1-8,9-16, 17-24,etc. It is the contention for the 1Gbps ASIC within each port group that is causing the problems. o These line cards are fitted with a Centralized Forwarding Card (CFC)which means all port-to-port communication must be handled by the Supervisor instead of locally on the blade which contributes to the contention issues. Cisco's Distributed Forwarding Card (DFC) improves performance by removing traffic from the backplane uplinks. Additionally,there are two more issues facing the Police Department core: o The current SUP720-BASE modules are EOL/EOS o After the UCS servers are added to the Police Department core switches,there will be no available Ethernet ports for future requirements. Unless a significant number of ports are set to be freed up in the near future,a long term plan should be developed for the expansion/modernization of the Police Department core. The lack of available rack space is an issue that will complicate the move to larger chassis. • Presidio recommends that CoRR replace the current WS-X6148-GE-TX with WS X6748 GE-TX line cards with WS-6700-DFC3 daughter cards. This will improve the performance of all servers including the VolP infrastructure. • Once this project is completed, Presidio also recommends developing a plan to upgrade the Supervisor Modules and 6503-E chassis to 6506-E's. These upgrades are not necessary to support this engagement and will delay the implementation. • CoRR has standardized on Cisco 3750 access switches at the access layer and at the ' smaller sites. 2.2.2. Voice Service Provider/Circuit IDs/DID to PRI Mappings • See Voice Circuit Tab in SE Workbook • CoRR will provision 4 new PRI circuits for use in the Cisco architecture. Two circuits will be connected to the 2951 router at City Hall and the other two on the 2951 at the Police Department. • The circuits will be configured as two separate trunk groups with TW Telecom Trunk Group Overflow service to allow all inbound calls to overflow to the opposite site's trunk when the local trunk is full. 2.2.3. Bandwidth, Latency, and QoS 2.2.3.1. LAN Overview ■ All LAN switch links are sufficient to support all data and VolP traffic. ■ QoS has been deployed on all access layer switches 2.2.3.2. WAN Overview • All WAN connections meet the minimum requirements defined in the UC SRND Average latency between any two points in the network is below 10 ms Revision: 2.0 Confidential and Proprietary Page 15 of 56 I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO • Bandwidth utilization is less than 5%on all fiber links • Link redundancy exists at the major sites with only a few smaller sites relying on single link connectivity 2.2.3.3. LAN Recommendations Auto QOS o Auto QOS should be used on uplinks with the"auto qos voip trust" command o Globally, SRND4 QoS should be enabled to utilize the most current QOS recommendations from Cisco. Uplink and Access ports should then be set accordingly. --enter globally— auto qos srnd4 interface<uplink to switch or router> auto qos voip trust interface<access port> auto qos voip cisco-phone Trusting o Configuring the trust command on access ports will conditionally trust QOS information from an endpoint when the switch has determined the end device is an IP Phone o The following link goes into detail based on best practice recommendations from the Medianet Campus design guide: http://www.cisco.com/enjUS/docs/solutions/EnterpriselW N and MAN/QoS SRND 40/QoSCampus 40 html#wp1098633 o Conditional Trusting should be deployed on all access ports using the mis qos trust device cisco-phone command o DSCP/COS trusting will be enabled automatically when using the auto qos command o Because CoRR uses all Layer-3 uplinks,the trust setting on all uplink ports should be changed to trust DSCP instead of COS --enter globally— interface<access port> mis qos trust dscp Queuing o Egress queuing ensures all traffic receives the appropriate level of service o For queuing to work properly,all traffic must be marked correctly o The following link goes into detail based on best practice recommendations from the Medianet Campus design guide: http://www.cisco.com/enjUS/docs/solut ons/Enterprise/WAN and MAN/QoS SRND 40/QoSCampus 40 html#wp1099462 Revision: 2.0 Confidential and Proprietary Page 16 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO t 2.2.4. Network Protocols 2.2.4.1. Layer 2 Protocols ■ Cisco Discovery Protocol (CDP) 2.2.4.2. Layer 3 Protocols ■ All traffic is IP,and the only routed traffic is ipv4 ■ EIGRP is the only layer-3 routing protocol in use 2.2.5. Network Services 1.2.5.1. DHCP ■ DHCP for the entire organization is provided centrally at the City Hall and Police Department sites ■ Lease times for all existing VolP scopes will be extended to 1 week to match Cisco SRND recommendations and to provide seamless SRST operations throughout a network outage ■ Option 150 will be added to the existing VolP scopes to specify two Trivial File Transfer Protocol(TFTP)servers. This option will be ignored by the NEC IP phones. ■ Option 140 will be left in place to continue to service the NEC VolP environment. This option will be ignored by the Cisco IP phones. ■ IP helpers will be configured on all L3 interfaces facing voice endpoints ■ All DHCP will remain centralized 2.2.5.2. Domain Name System(DNS) ■ DNS is served by Microsoft Active Directory integrated DNS ■ The voice system uses the Microsoft Active Directory servers for DNS resolution 2.2.5.3. Network Time Protocol(NTP) ■ A centralized Netclock appliance will provide NTP services for the VolP environment 2.2.5.4. Multicast • k have multicast enabled in sparse-dense mode Currently only parts of the networ • Multicast will not be enhanced as part of this project 2.2.5.5. Simple Network Management Protocol(SNMP) ■ SNMP strings will be configured to integrate with current NMS 2.2.6. IP/VLAN Schema See the IP-VLAN Schema tab in the SE Design Workbook for details. 2.1.6.1. IP Subnetting Schema ■ The new Cisco IP phones will continue to use the existing voice VLANs so no changes are required of the IP schema Revision: 2.0 Confidential and Proprietary Page 17 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.2.6.2. VLAN Schema ■ The new Cisco IP phones will continue to use the existing voice VLANs so no changes are required of the VLAN schema 2.2.7. Equipment List, IP Addresses, IOS Revisions, and Feature Sets See the Hardware Overview tab in the UC SE Design Workbook for device details. 2.2.8. High Availability • The CoRR network provides a multi-ring topology between sites • Core layers are redundant in most locations Most access layer switches are redundantly connected to the core layer All servers will have redundant power supplies • All sites that rely on single 3750 switches will not be HA 2.2.9. Security Considerations • Currently,CoRR uses Telnet to manage its entire network infrastructure. This allows authentication and configuration information to pass through the network without encryption. All devices should be modified to be Secure Shell (SSH)enabled with Telnet disabled • All access to the Police Department network is required to go through an ASA pair. Once these ASAs are upgraded to v8.4,full testing will need to be performed to ensure that all voice traffic is able to traverse the link. • External users require encryption if access is required to internal resources o Mobile devices and home users with soft phones will use the same form of network access to become part of the voice system. 2.2.10. Growth Planning • No more than 3-5%growth is expected over the next 5 years 2.2.11. Other Considerations • The two Cisco ASA pairs at City Hall and the Police Department will need to be upgraded from version 8.2 to version 8.4 to support Cisco's Secure Connect used by Jabber Mobile. Beginning in version 8.3,there are significant changes to the way NAT and ACLs are coded. Once the upgrades are complete, care needs to be taken to verify the full functionality of the firewalls with special attention given to the static NAT translations of Police Dispatch PC's at the Hughes Satellite DMZ interface. 2.3. Facilities 2.3.1. Racks See the Environmental tab in the UC SE Design Workbook Revision: 2.0 Confidential and Proprietary Page 18 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO CoRR is responsible for providing adequate Rack space for the solution. • At the time of the planning phase, available rack space in the main site datacenters was limited but adequate to support the new equipment. • Some remote locations do not have adequate rack space to support the 2901 voice gateways. At these locations,the Cisco router will be temporarily mounted until the NEC equipment can be safely removed. 2.3.2. Power and UPS See the Environmental tab in the UC SE Design Workbook CoRR is responsible for providing adequate power and backup power for the solution. • An additional PDU must be installed in the server rack in the Police Department datacenter. An available 220v outlet is adjacent to the rack and CoRR has committed to installing the PDU prior to the execution phase. 2.3.3. Device Cabling Termination and Connectivity Because the end users are currently running on a VoIP solution,the station cables at each desk are already in use. A careful plan will have to be put into place to schedule the roll-out of the new phones in conjunction with the migration of the user DID's to the new telco PRIs connecting to the Cisco voice gateways. The method used for this process will be determined on a department-by-department basis based on their unique requirements. 2.3.4. Phones Each Cisco IP phone comes with one (1) six-foot (6')station cord. If longer cords are necessary to meet end user requirements, CoRR will provide replacements. 2.3.5. Switches CoRR has standardized on the use of Cisco 3750 switches for their Network Access Layer. These switches combined with the (Class 3 Model *15.4 Watts at Start Up)of phones being deployed,7945, 7965 and 7937, constitutes a solid solution for POE delivery and port capacity. • There are several 48-port switches that do not support class 3 POE on all ports. At the current POE utilization,all are adequate. If any additional POE requirements are identified, attention needs to be paid to these devices to assess when they will need to be upgraded to 3750-X models that support full POE. Table 4 shows a list of switches that are close to POE capacity: PowerAvailable Closet Switch Model Building Business Center MDF 1 WS-C3750G-48PS-S 80.7 WS-C3750E-48P 1 S 69.4 Police Department IDF 2 1 139 Police Department IDF 2 4 WS C3750G-48PS-S Revision: 2.0 Confidential and Proprietary Page 19 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO Police Department I IDF 2 I 5 WS-C3750G-48PS-S I 31.2 table 4—Potential POE Issues The amount of POE required at McConico cannot be accurately determined at this time because several users are migrating from soft phones to new IP phones. Soft phones do not require POE and do not show in the switch's CDP table so it is impossible to determine how these users are distributed across the 3750 switches. Presidio will work with CoRR to move the connections between switches wherever necessary. 2.3.6. Routers/Voice Gateways/UCS Servers ■ Cisco UCS servers can have up to 4 gig interfaces in an etherchannel for UC traffic. A separate interface or two etherchanneled together should be dedicated to the VM management interface. ■ Where possible,Presidio recommends that all Voice Gateways be dual connected to the access layer using etherchannel with loopback address for the interface binding ■ All Appliances will require network connectivity ■ All Cisco Digital Gateways will be configured using H.323 See Hardware tab of UC SE Workbook for hardware details 2.4. Telephony Components 2.4.1. Call Processing 1.4.1.1. Current Call Control ■ CoRR currently runs all of their phones on a newly installed NEC Univerge SV8500 running MA4000 software version 10.3.2 build 107336. The goal of this engagement is to stand up a parallel Cisco UCM and migrate all users over to it. ■ The Cisco servers will not directly connect to the NEC PBX at any time during the project. be routed through the PSTN network. All calls between the systems will ■ Cisco Digital Voice Gateways will be deployed at all but one of the sites affected by this project. These devices will handle PSTN terminations and provide the mechanism for SRST communications during network outages. ■ Currently CoRR is using G711 across its network. 2.4.2. Dial Plan While a comprehensive understanding of the CoRR dial plan has been developed in this phase, User Worksheets will be used in the execution phase to identify each user's coverage and features requirements. As a function of this engagement,the current dial plan will be replicated on the new solution as-is. Large-scale changes to the environment will be negotiated as a change request or as a separate project. Revision: 2.0 Confidential and Proprietary Page 20 of 56 Cisco Voice System Expansion -Systems Engineering Report PRESIDIO 2.4.1.1. Extension Lengths ■ Extensions are 5 digits in length and are comprised of a 1 or 2+the last 4 digits of their I DID. ■ CoRR currently provides 2 line extensions to each use to allow outbound calls while their main line is in use. The Cisco solution allows multiple calls to occur on a single line so the second extension is no longer necessary. All users will be installed with their main line extension only. 2.4.2.2. Overlapping Extensions ■ There are currently no overlapping extensions at CoRR, but the DID ranges in use do expose them to future overlap issues. 2.4.1.3. External Number Access Code ■ Users dial 9 to dial over the PSTN ■ To prevent 911 misdials, it is recommended that a different external access number be chosen. A common alternative is to use the number 8 instead of 9. ■ CoRR has decided to keep 9 for dialing over the PSTN 2.4.2.4. DID and Extension Mapping See the DID and Extension tab in the UC SE Workbook ■ All DIDs are directly mapped to extensions ■ Internal extensions exist for non-DID applications 2.4.3. Telecommunications and Circuits See Voice Circuit tab in the UC SE Design Workbook City Hall and the Police Department act as the two focal points for PSTN access via TW Telecom provided PRIs. 20 remote sites have 2 FXO ports each that provide 911 service ■ Currently,3 PRIs are configured as a single trunk group servicing both major sites. 2 of the PRIs terminate at the Police Department and 1 at City Hall. ■ The new solution will include 2 PRIs at each major site. The trunk group will be broken into two groups;one for each site with inbound calls routed to the appropriate location by TW Telecom. ■ In addition to local 911 services,the FXO ports at each remote site will provide SRST connectivity in the Cisco solution. 2.4.4. Voice Gateways See Voice Gateway tab in the UC SE Design Workbook 2.4.5. Call Restrictions 2.4.5.1. Calling Restriction ■ Access Codes will not be used to restrict outbound domestic toll calls ■ A universal access code will be used for all international calls Revision: 2.0 Confidential and Proprietary Page 21 of 56 t k Cisco Voice System Expansion-Systems Engineering Report PRESIDIO a ■ All phones with the exception of common area phones will be able to dial Long Distance ■ Additionally,the User Cut-Sheet that is finalized in the Execution Phase will also define each phones Class of Service ■ Voicemail Systems will be restricted from Dialing internationally ■ Device Line Call FWD options will restrict LD by default and can be modified on a case by case basis ■ mbers will be blocked as a part of this project Pay services such as 411 and 900 nu 2.4.6. CallerlD 2.4.6.1. Inbound CallerlD ;.4.6.2. Incoming callerlD will display name and number when provided Outbound CallerlD ■ All outbound calls will register as defined on User Cut Sheet ■ Outgoing calls to the PSTN will display caller name and number except where defined in the UC SE Design Workbook ■ Some users in the Police Department will not provide any outbound caller ID information 2.4.6.3. Internal CallerlD ■ Users will see the extension and name of the person calling 2.4.7. Directory Services ■ The Cisco Unified Communications system will integrate with Microsoft AD ■ All users will be updated with first name, last name, userid,department,and IP Phone fields ■ CoRR will use the "IP Phone"field which is filled out with the 5-digit extension o NOTE: Users wishing to be hidden from the directory should not have the IP Phone field populated,or specify the main number instead of the personal extension. This can also impact services such as advanced audio conferencing, mobility,and user access to CUCM features. A second account with the correct extension would be required to enable this functionality. 2.4.8. Music on Hold An existing Musac system will be connected to UCM to provide MOH services. The linked via a Barix Annuncicom 200 leveraging Multicast 2.4.9. Conferencing The Cisco Unified Communications system is capable of multiple user conferences, both internal and external.There are two(2)types of conferences supported: Revision: 2.0 Confidential and Proprietary Page 22 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.4.9.1. Ad-Hoc Conferencing An Ad-Hoc Conference is a phone-to-phone(s)conference,which is the most secure. The "conference controller" controls Ad-Hoc conferences. When you initiate an Ad-Hoc conference, Cisco Communications Manager considers you the conference controller. Only a conference controller can add participants to a conference. The conference controller can add any number of parties to the conference, up to the maximum number of participants (internal or external)specified for Ad-Hoc conferences.Software Conference Bridging will be used to allow for up to 30 participants in an Ad-Hoc meeting. 2.4.9.2. Meet-Me Conferencing Meet-Me conferencing is not a requirement of this engagement and will not be configured. 2.4.10. Call Reporting Call reporting will be provided by the Variphy Insight Enterprise server. Insight greatly reduces the time and effort necessary to determine the root cause of call issues allowing for a quicker and more complete resolution. 2.4.11. Paging 2.4.11.1. Overhead Paging The CUCM system will tie into an overhead paging system at the Recreation Center(CMRC)via a port on the new VG204 gateway? • The CMRC paging system is a Valcom V 2924-A 2.4.12. Analog Devices • Presidio will install Voice Gateway devices(VG202,VG204,or VG224)at each site to provide analog service for local devices • The majority of analog requirements come from fax machines which are Kyocera TASKalfa copier/fax machines of the following model numbers: o 255 o 1135 o 3050ci o 4500i 0 5500i o 5550ci o 6500i 0 80001 The configuration protocol used will be based on the required analog features identified prior to each Cut-Over via the Cut-Sheets MGCP is preferred configuration protocol for Analog Gateways Alarm systems, elevator and other analog devices not mentioned above will be standalone and will not be integrated into the Cisco system. Revision: 2.0 Confidential and Proprietary Page 23 of 56 E Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.4.13. Auto Attendants ■ There are 29 Auto Attendants exist on the current system. Table 5 provides a summary list: Extension Business Department Extension Description ,. Days Business Hours Police PDVolunteers 12821 512-671-2821 All 24 rs. Finance Purchasing 12861 512-671-2861 M-F ga.m.to S .m. Building Construction and Facility General Services Maintenance 12890 512-671-2890 M-F 8a.m.to 5 p.m. Parks and Recreation Parks and Recreation Rain Out Line 12898 512-671-2898 All 24 hrs. Utilities and Environmental Services Boil Water Notice 13142 512-341-3142 All 24hrs. 5 a.m.to 10 P.m.M-F 7 a.m.to 7 p.m.Sat Parks and Recreation Clay Madsen Rec Center 13220 512-218-3220 All lOam.To- 6 .m.5un Library LibraryYouthServices 13275 512-218-3275 All 24hrs. Libra ChecklnRoom 13277 512-218-3277 All 24 Librahrs. Administration City of Round Rock 15400 512-218-5400 M-F 8 a.m.to 5 .m. Administration Administration 15401 512-218-5401 M-F 8a.m.to 5 .m. Planning and Development Services Plannin 15428 512-218-5428 M-F 8a.m.to 5 .m. Human Resources Human Resources 15490 512-218-5490 M-F ga.m.to5p.m. 5499 512-218-5499 All 24hrs. Parks and Recreation Baca Center 1 Police Police Main Number 15500 512-218-5500 M-F 8 a.m.to 5 .m. Parks and Recreation Parks and Recreation 15540 512-218-5540 M-F Ins ections Services Building Inspections 15550 512-218-5550 M-F Public Works 1 15555 512-218-5555 Utilities and Environmental Services Utility Administration 15556 512-218-5556 M-F Sa.m.to5 .m. 8 a.m.to 5 p.m.M-Thur Utilities and Environmental M-F S 4 p.m. Services Environmental Services 15559 512-218-5559 8a.m.to5pm.M-Th ur Utilities and Environmental Services EnvironmentalLab 15561 512-218-5561 M-F Sa.m.to4 .m.Friday General Services Vehicle Maintenance 15565 512-218-5565 M-F Utilities and Environmental Services Water Treatment Plant 15582 512-218-5582 All 24hrs. Fire De artment Fire De artment 15590 512-218-5590 M-F 5 Libra Libra 2nd Floor Public Desk 17000 512-218-7000 M-F 8:30a.30a.m.to p..m. Libra Libra Circulation Downstairs 17001 512-218-7001 All 24hrs. Library Administration(currently 9 a.m.to 6 p.m.M-Thur Library shared with Dora Owens) 17005 512-218-7005 M-F 9 a.m.to 5 p.m.Friday Planning and Development 17043 512-218-704M-1:M- Services DSO 8a.m.to 5 p.m. Transportation Trans ortation Administration 17044 512-218-7044 M-F 8a.m.to 5 .m. Utilities and Environmental 17046 512-218-7046 M-F Sa.m.to 5 .m. Services Stormwater table 5—Auto Attendant List ■ CoRR has provided thorough documentation of approx. 14 of the 29 Auto Attendant trees in their current VOW solution. The remaining ones will be documented by CoRR to ensure a thorough migration. Revision: 2.0 Confidential and Proprietary Page 24 of 56 1 f- Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ■ The current Auto Attendant trees will be replicated in the CUCN platform as-is. ■ CoRR will provide .WAV file versions of all prompts in the current Auto Attendants. These files will be imported into the CUCN solution to avoid the need to document and re-record them. 2.4.14. Caller Pick Groups • CoRR has stated that there are undefined requirements for user Pick Groups in various locations throughout the enterprise. • Pick group requirements will be identified on the User Worksheets during the execution phase. All necessary pick groups will be configured as a part of this project. 2.4.15. Fire/Alarm System Integration • Fire alarms and elevator phones will remain as stand-alone and will not be serviced by the Cisco voice gateway devices mentioned in section 2.4.12. 2.4.16. Emergency Call Services(911/E911) • Under all circumstances, local PSTN connectivity will be used to provide 911 services • No E911 solution will be configured as a part of this engagement • Users will be able to dial 911 and 9,911 to get access to 911 services 2.4.17. High Availability The solution must provide a redundant level of service for all critical components. The following forms of redundancy have been included in the design: • Call Processing o Redundant CUCM appliances have been included in the solution to provide Unified Communication services from the City Hall and Police Department sites. o Should any remote site lose connectivity to the CoRR network,the local voice gateway will provide Survivable Remote Site Telephony services for all phones in that location. Users will be able to place calls internally and will have limited outbound dialing for 911 and local calls. • Telecom Provider o TW Telecom's Trunk Group Overflow service will be used to allow calls to fail over to the opposite site's trunk group during a local trunk outage or when the local trunk group is fully utilized. The failover will be limited to 1 of the 2 local PRI's to ensure that excess calls at one site do not cause the opposite site to lose all connectivity. o The two trunk groups will be split between two different TW Telecom switches. The City Hall trunk group will terminate on the switch in Montopolis and the Police Department trunk group will terminate on a switch at their facility off of Rt.1(Mopac). • Voicemail Revision: 2.0 Confidential and Proprietary Page 25 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESID IO o Redundant Cisco Unity Connection (CUCN)appliances have been included in the solution to provide redundant Voice Mail service from City Hall and PD • 911 o Each site will have local 911 service through redundant FXO links directly to the PSTN • Call Center o Redundant Cisco Unified Contact Center Express (CUCCX) appliances have been included in the solution to provide redundant Call Center service from City Hall and PD 2.5. Cisco UC on UCS Cisco UCS servers chosen by CoRR meet Cisco's Tested Reference Configurations(TRC) requirements. For more information on these configuration requirements please see link below. http://docwiki.cisco.com/wiki/Tested_Reference_Configu rations_(TRC) • 2 x UCS-C210M2-VCD2 o Dual E5640(2.53 GHz, 8 total physical cores available to apps) o 48GB(12x4GB,after ESXi 46 GB total physical RAM available to apps) o DAS (2 disks RAID1)for VMware o DAS(8 disks RAIDS)for UC apps o 947 GB available to apps after RAID/VMFS overhead, not counting VM overhead o 1GbE NIC UCS-C210M2-VCD2 Supports the following UC Versions. CoRR will run supported versions on all UC applications. o CUCM ■ 8.0(2+) ■ 8.5(x) ■ 8.6(x) o CUCN ■ 8.0(2)and later o UCCX ■ 8.0(2)and later ■ 8.5(1) and later 2.5.1.1. OVA Templates(Virtual Machine Templates) A virtual machine template defines the configuration of the virtual machine's virtual hardware. Open Virtualization Format (OVF) is an open standard for describing a virtual machine template,and Open Virtualization Archive (OVA) is an open standard to package and distribute these templates. Files in OVA format have an extension of".ova". Revision: 2.0 Confidential and Proprietary Page 26 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO Cisco Unified Communications applications must use one of the supported virtual machine configurations. Below are the OVA templates that will be used by CoRR's UC on UCS infrastructure. CUCM OVA Download Location: http://docwiki.cisco.com/wiki/OVA_Tem plate_Details_for_U nifed_CM_Release_8.6 • Numbers of Users=7500 • vCPU Cores=2 (with 1300 MHz reservation) • CPU Core Speed =2.53+GHz vRAM =6 GB (with all 6 GB reserved) • vDisk= 2 x 80 GB disks with pre-aligned disk partitions o vDisk 1=Operating System +app binaries o vDisk 2= Logs • vNIC= 1 UCCX OVA Download Location: http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_(includi ng_OVA/OVF_Templates)#Cisco_U nified_Contact_Center_Express • Numbers of Users=300 • vCPU Cores=2 • CPU Core Speed =2.53+GHz • vRAM =4 GB • vDisk=2x 146 GB o vDisk 1=Operating System and Unified CCX binaries o vDisk 2= RAID 1 mirror will be setup between vDisk land vDisk 2 • vNIC= 1 CUCN OVA Download Location: http://docwiki.cisco.com/wiki/OVA_Template_Detai is_for_U n ity_Connection_Release_8.6.2 • Numbers of Users=5000 vCPU Cores=2 (with 5.06 GHz reservation) • CPU Core Speed =2.53+GHz • vRAM =6 GB • vDisk=2 x 200 GB disks with pre-aligned disk partitions • vNIC= 1 CUCN OVA Limits Limits for Active/Active Cluster Configuration: Revision: 2.0 Confidential and Proprietary Page 27 of 56 C g. Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ■ 200 ports G.711 or G.729a (combined TUI,VUI,or TTS) ■ 50 ports iLBC or G.722 2.5.1.2. Physical port mapping to Network Access Layer City Hall City Hall will have one UCS uplinked to the WS-X6748-GE-TX blades in both of the VSS 6504 switches. • Access Switch Hostname: CityHaIIVSS/10.1.10.1 • Switch Ports: Gil/4/3,Gil/4/4,Gi2/4/3,Gi2/4/4 Police Department The Police Department will have one UCS uplinked to a WS-X6148-GE-TX blades in both of the core 6503 switches. Port utilization in the PD core is very tight with only 3 total ports available on each switch. There are no available expansion slots on the core switch chassis. • Access Switch Hostname: PD-MDF-Corel/10.10.100.2 o Switch Ports: 03/18,03/19 o Since both of these ports reside within the same port group on the line card, consideration should be given to moving another server to allow them to be split into separate groups to gain the full 2Gbps of throughput. • Access Switch Hostname: PD-MDF-Corel/ 10.10.100.3 o Switch Ports: Gi3/15,Gi3/16 o Since both of these ports reside within the same port group on the line card, consideration should be given to moving another server to allow them to be split into separate groups to gain the full 2Gbps of throughput. 2.5.1.3. Diagrams of Logical Mapping of ESX virtual resources to UC App Instance UCS-C210M2-VCD2 has 2 Physical CPUs and 8 Cores. Figure 2 represents the mapping between the UC applications and the Virtual Resources as defined by the chosen OVA Virtual Machine Templates. Call Man- • • If L=X UC Applications Contact Center UC Applications SEGANDPRY: PPoMARY Voice Mail IM PRESENCE $3 D DCS 0210 CS 0210 City Hall Police Department Revision: 2.0 Confidential and Proprietary Page 28 of 56 f Cisco Voice System Expansion-Systems Engineering Report PRESIDIO € figure 2— UC on UCS Application Distribution 2.6. Backup and Disaster Recovery It is important to have a thorough backup and recovery plan be in place for the solution. Failing to do so can result in a complete loss of data. 2.6.1. Cisco Unified Communications Manager(CUCM) The Disaster Recovery System (DRS),which can be invoked from CUCM Administration, provides full data backup and restore capabilities for all servers in a Cisco Unified Communications Manager cluster.The Disaster Recovery System allows you to perform regularly scheduled automatic or user-invoked data backups. The Disaster Recovery System performs a cluster-level backup,which means that it collects backups for all servers in a Cisco Unified Communications Manager cluster to a central location and archives the backup data to physical storage device.To accomplish a full cluster backup, all CUCM servers must have access to the SFTP server. DRS restores its own settings (backup device settings and schedule settings) as part of the platform backup/restore. DRS backs up and restores drfDevice.xml and drfSchedule.xml files. When the server is restored with these files,you do not need to reconfigure DRS backup device and schedule. To back up data to a remote device on the network, CoRR will provide an SFTP server that is configured. Cisco allows you to use any SFTP server product but recommends SFTP products that have been certified with Cisco through the Cisco Technology Developer Partner program (CTDP).CTDP partners,such as GlobalSCAPE,certify their products with specified version of ` Cisco Unified Communications Manager. For information on which vendors have certified their products with your version of Cisco Unified Communications Manager, refer to the following URL: http,//www.globalscape.com/gsftpsZcisco.aspx 2.6.2. Cisco Unified Contact Center Express(CUCCX) To back up data to a remote device on the network,CoRR will provide an SFTP server that is configured and accessible from the Cisco Unified Contact Center Express node on which you intend to run the backup. Cisco allows you to use any SFTP server product but recommends SFTP products that have been certified with Cisco through the Cisco Technology Developer Partner program (CIDP).CTDP partners,such as GlobalSCAPE, certify their products with specified version of Cisco Unified Contact Center Express Disaster Recovery System Administration Guide for Cisco Unified Contact Center Express Release 8.5 How to Access the Disaster Recovery System http://www.cisco.com/en/`USIdocs/voice ip comm/cust contact/contact center/crs/express 8 5/config uration/guide/uccx851drs.pdf Revision: 2.0 Confidential and Proprietary Page 29 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.6.2.1. 3rd Party Applications The 3rd party applications support various methods for backups and will be covered in detail during the vendor training. FTP and SFTP have been identified above as backup methods. The third method would be through NFS. A combination of these three methods will be used to support backup of the 3rd party applications. 2.6.2.2. Cisco/OS devices All IOS devices require TFTP or SFTP for backup. The devices in this solution will be added to CoRR's existing backup solution for IOS devices. 2.7. Phone Features 2.7.1. Phone Feature Template A standard set of features have been agreed upon. For a list of features,see the Phone Features tab in the UC SE Workbook. 2.7.2. Phone Background(s) Phone Background is the image displayed on the phones LCD 2.7.1.1. Phone Images ■ CoRR will provide Presidio with a background they would like to use 2.7.3. Call Waiting 2.7.3.1. Multiple Calls Supported ■ Standard template for phones will support 2 simultaneous incoming calls with 2 additional lines reserved for outgoing calls. ■ Main lines will be modified to accept additional calls based on the coverage provided by the department ■ Any Cisco Unified Contact Center agents will be configured to only accept one call at a time 2.7.3.1. Secondary Call Settings ■ Secondary calls will beep and display callerlD on the screen 2.7.4. Intercom ■ Intercom requires a dedicated button for any phone using the feature ■ Intercom is not a requirement of this engagement but it will be evaluated for use by Executive Assistants 2.7.5. Phone Counts and Types The following are the recommended phone models and approximate quantities based on numbers provided by CoRR. Final phone quantities will be confirmed once User Cut Sheets are Revision: 2.0 Confidential and Proprietary Page 30 of 56 L Cisco Voice System Expansion-Systems Engineering Report PRESIDIO confirmed.Jabber Soft phones will be used as a part of this project and have been purchased by CoRR. Table 6 shows a list of IP phones to be deployed: City Hall/PD 5 9971 .Y Summary: Hi video capable phone,connects to workstation,enhanced color resolution,6 tri-color LED buttons,802.11a/b/g wireless uplink capable Display:High Res—640x480 video Ethernet Switch:Yes—10/100/1000 Speaker Phone:Yes—2-way Protocol Support:SCCP x rte. " City Hall/PD/Bus Ctr/McConico/ •�'' CentFire/Luther Peterson/ 26 7965G Commerce/Pub Works/Water Plant/BACA workstation;enhanced color resolution with backlit buttons Summary:6 line EA staff,connects to #of Buttons:6 Display:High Res Ethernet Switch:Yes—10/100/1000 Speaker Phone:Yes—2-way Protocol Support:SCCP City Hall/PD/Bus » Ctr/Library/CMRC/ Al McConico/Cent le a Fire/FS6/Luther Peterson/Veh 420 7945G Maint/Commerce/ fc�i Lamar/Public — Works/Util Supt/BACA Summary:2 line main staff,connects to workstation;enhanced color resolution with backlit buttons #of Buttons:2 Display:Yes—high res,color Ethernet Switch:Yes—10/100/1000 Speaker Phone:Yes—2 way Protocol Support:SCCP,SIP Revision: 2.0 Confidential and Proprietary Page 31 of 56 t I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO City Hall/PD/Bus Ctr/McConicoco/ Cent Fire/ 18 7937G Commerce Public Works Summary:Hi end conference phone with optional external mic kit Display:High Res Ethernet Switch:No Speaker Phone:Yes-ONLY Protocol Support:SCCP City Hall/PD/ McConico/Luther Peterson/Veh 12 3905 Maint/FS 1- 7/Commerce/ Lamar Summary:Lobby or common area phone Display:2-line Text LCD Ethernet Switch:Yes—10/100 Speaker Phone:Yes—2-way Protocol Support:SCCP,SIP City Hall/PD/Bus Ctr/McConico/ 5 7925G Commerce/Pub Works/GACA Summary:Wireless IP phone Display:High Res Ethernet Switch:No Speaker Phone:Yes—2-way Protocol Support:SCCP table 6—IP Phone Models 2.7.6. Phone Attachments 2.7.6.1. PC Connectivity ■ PCs will connect through the Ethernet switch contained in the back of the phones 2.7.6.2. Wired Headsets ■ Many headsets are currently used throughout CoRR. Most 4-6 line headsets are compatible with the Cisco IP phones, but must be tested by CoRR to confirm functionality. ■ CoRR has standardized on these models: Fully Supported • Plantronics H141N-U10 • Plantronics DuoSet Convertible Noise Canceling Headset Plantronics Revision: 2.0 Confidential and Proprietary Page 32 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ■ CoRR will provide additional or replacement headsets as required. 2.7.6.3. Wireless Headsets ■ Many wireless headsets are compatible with Cisco IP phones, but the hookswitch 4 typically does not work. Specific headset recommendations have been provided to CoRR,which will ensure proper functionality of the hookswitch. ■ CoRR has standardized on these models: Fully Supported • Plantronics CS50-USB Wireless Headset for VolP Softphones • CS70N/HL10 Professional Wireless Office Headset System with Lifter Partially Supported • Plantronics CS50 900 MHz Wireless Office Headset System (requires either HL10 lifter or APC-4 hook switch for full functionality) ■ CoRR will provide additional or replacement headsets as required. 1.7.6.4. Hearing Aid Devices ■ Some users require the use of hearing assistance devices.The Cisco IP phones meet FCC, ADA,and Section 508 guidelines for compatibility with hearing-aids. ■ See the following URL for more information on Accessibility: http://www.cisco.com/enjUS/`docs/voice ip comm/cuipph/all mode ls/accessibilit en glish/user/guide/access 70.html 2.7.7. Analog Phone Features • All targeted analog interfaces for fax devices will be configured as basic analog lines to meet their simple analog requirements.. 2.7.8. Mobility Features 1.7.8.1. Extension Mobility(EM) Extension Mobility service gives a user the ability to "login"to a phone and have it become their extension. Extension Mobility will be configured for the Emergency Operations Center. This feature can be enabled for additional users on an as needed basis. 2.7.8.2. Mobile Connect(Single Number Reach) Mobile Conned allows a user to have multiple devices ring when their main number rings. An example would be having a mobile device ring while a desk phone is ringing. Due to the nature of Mobile Connect, additional channels are consumed on PRIs each time the feature is used. For each remote destination added to a Mobile Conned profile, an additional PRI channel is required to ring the device if it is external to the system. • A cut-sheet will determine what users are configured,the schedule to enable the feature,and what their remote destination will be • Although it is possible to allow the end user to control their own profile,due to security concerns,it is recommended that the end user not be allowed to modify their settings. Revision: 2.0 Confidential and Proprietary Page 33 of 56 h PRESIDIO Cisco Voice System Expansion-Systems Engineering Report i 2.7.9. Web Page Access 2.7.9.1. Web Access To Change Phone Settings ■ Users will have access to phone settings via the web page 2.7.9.2. User Access on Web Page Users will have access to the following settings: i ■ Call Forwarding • Enables end user to view and modify call forward settings based on different conditions including forward all,forward busy,forward no answer,forward no coverage, and forward unregistered ■ Speed Dial Configuration • Provides an interface to view and edit speed dial buttons on phones that use them. Phones without additional buttons for speed dial can still use this page to configure abbreviated dial numbers. ■ Show Locale for Phone Setting The default locale for the system will be"English, United States'. This will show when a user clicks on the device tab of the user page. ■ Show Locale for Web Pages Settings • The default locale for the system will be"English, United States". This will show when a user clicks on the "User Settings Configuration" menu. ■ Show Change Password Options • Under the"User Settings Configuration"tab,users will have the option to change their PIN. The user password will not be an option since this is managed by Active Directory. ■ Download Plug in Option Certain plug-ins can be made available for the end user to download,which simplifies deployment of end user applications. No end user plug-ins are required at this time,and the feature will not be visible. ■ Directory • Provides the user with a web interface to search other users in the directory ■ Mobility(Single Number Reach) • Users will have read-only access to mobility settings. This will allow them to see what destination has been configured along with any time schedules. 2.7.10. Personal Speed Dials • No specific speed dials have been identified as a part of this project, but they can be added on an as-needed basis. • After deployment,the speed dials will be managed by the end user via the web interface Revision: 2.0 Confidential and Proprietary Page 34 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.7.11. Click2Call This feature is provided by Cisco in the form of a "Widget"that can be installed on the user PC. The widget provides links within applications so a number can be dialed by clicking on it with the computer mouse. With the appropriate settings configured,the widget is able to control the user's phone and place the call for them. • Click-to-call functions will be provided by Cisco Jabber, so the standard widget will not be configured or installed. 2.7.12. Quality Reporting Tool(QRT) With QRT,a user is able to press a softkey on the phone when experiencing poor call quality. The end result is a report generated in the system that details the date/time of the call,and the path taken.Critical information such as call quality experienced is also included in the report. • Because Variphy Insight will be in use,the QRT button will be not be configured initially, but can be added as required by the CoRR Help Desk 2.7.13. Call Forwarding OffNet 2.7.13.1. Current Call Forwarding Process ■ Call forward will only be enabled for internal extensions unless Off Net CFW is specified on Cut-Sheet ■ Off-Net to Off-Net Transfers will be disabled to prevent Toll Fraud 2.8. Voicemail 2.8.1. Voicemail System • Currently, a Zeacom server running version 5.1.0.550 provides all CoRR Voicemail. • Cisco Unity Connection will be used to provide voicemail for users migrated to the Unified Communications system. • The existing Voicemail Solution also acts as the FAX server for CoRR. This service is no longer required by CoRR but can be addressed at a later date. Access to legacy voicemails on the NEC system will not be provided as a part of this solution. 2.9. Additional UCApplications 2.9.1. Unified Presence • Presidio will deploy Cisco's Unified Presence Server(CUPS)on the UCS server at the Police Department site. • All users requiring presence services will use Cisco's Jabber for Windows client on their corporate computer. CoRR will deploy this software to the user systems in conjunction with the IP phone deployment. Revision: 2.0 Confidential and Proprietary Page 35 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO • CoRR will also remove all NEC-related software from the user workstations at the time of the Jabber roll-out. 2.9.2. Mobility Services • In addition to serving as a presence client, Cisco Jabber will also function as the basis for integrated voice mobility services. • The security perimeter of the CoRR network will be upgraded to support Cisco's Secure Connect which allows mobile versions of Jabber to manage the secure tunneling required to provide secure access to VolP resources. • Presidio will utilize certificates-based authentication to provide a simpler and smoother end-user experience. 1.9.3. Contact Center ■ There are currently 2 Call Centers configured on the NEC system. Table 7 shows a summary of these IVR scripts. Utility Billing City Hall 6 1 512.218.5460 Municipal Courts McConicc 6 1 512.218.5480 table 7—Existing Call Centers ■ Two Spanish-speaking agents cover all call centers for callers that select the Spanish option in the IVR. A skill set will be created on the new system to provide this coverage. ■ Priority routing is handled based on Longest On Hold ■ Integrated call recording will be provided to all agents and supervisors in the Call Center queues. All calls will be recorded from start to end, but only those calls selected by agents will be retained. ■ CoRR has provided thorough documentation of all of the IVR scripts in their current Call Center solution. ■ The current Call Center scripts will be replicated in the UCCX platform as-is. ■ CoRR will provide .WAV file versions of all prompts in the current IVR scripts. These files will be imported into the UCCX solution to avoid the need to document and re-record them. 2.9.3.1. High Availability ■ Redundant UCCX call center servers will be deployed to ensure survivability of a site failure ■ The primary UCCX Server Instance will be placed at City Hall and the secondary UCCX at the Police Department ■ The servers work in a warm standby fashion,which means if the primary server fails,the standby server takes over immediately • During failover,agents will be logged out and queued calls will be dropped Revision: 2.0 Confidential and Proprietary Page 36 of 56 s s i Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 2.9.3.2. Growth Planning j ■ Functions such as call recording and reporting have limited capacity, and should be looked at closely when adding additional resources to the solution i 2.9.4. Attendant Console ■ CoRR currently has 3 Operators using NEC's Operator Console. ■ Presidio will deploy Bridge Communication's Bridge Operator Console Server to integrate with the Cisco solution ■ CoRR will deploy the Operator Console software to the user workstations 2.10.Licensing See Licensing tab in the UC SE Design Workbook 2.11.Maintenance 2.11.1. SMARTnet • SMARTnet is a service offered by Cisco to provide technical support and hardware replacement • All hardware has been quoted with one year of 8x5xNBD SMARTnet 2.11.2. Essential Operate Service Software Support(ESW) The Cisco Unified Communications Essential Operate Service provides minor release software updates to make sure your applications run smoothly and are always up-to- date. You also gain 24-hour access to a team of Cisco engineers and certified partners that can quickly identify and resolve Cisco Unified Communications application software problems. • One year of ESW has been included in the solution • For additional information, please refer to the following URL: http://www.ciscO.Com/en/USLservices/ps2961/ps2664/services data sheet0900aecd80 42826b.pdf 2.11.3. Cisco Unified Communications Software Subscription (UCSS) • Cisco UCSS is a product that once purchased allows customers to receive major software version upgrades without cost for the duration of the subscription. It is available as a one-,two-,three-or five-year subscription.A valid Cisco Unified Communications Operate Services contract must be either in place or purchased with the Cisco Unified Communications Software Subscription. • One year of UCSS has been included in the solution • For additional information, please refer to the following URL: http //www cisco com/en/US/prod/collateral/voicesw/ps6882/ps9158/net brochure09 00aecd804a2bc8.htmi Revision: 2.0 Confidential and Proprietary Page 37 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESI DIO 2.12.Policies and Access I 2.12.1. Remote In-Band Access • VPN access will be provided to Presidio engineers once they have been cleared for access • Access will be to all network and voice specific resources 2.12.2. UCM User Password and PIN • Password is controlled by Active Directory PIN is controlled by CUCM • TBD 2.12.3. Unity User Password and PIN • Password is controlled by Active Directory • PIN is controlled by Unity Connection • TBD 2.12.4. Presence User ID Naming Convention • Based on Active Directory 2.12.5. UCM User ID Convention • All User IDs are determined by Active Directory Revision: 2.0 Confidential and Proprietary Page 38 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 3. Deployment Strategy 3.1. Project Logistics 3.1.1. Equipment Shipping Destination • The equipment has been shipped to the CoRR City Hall site • CoRR will be hold all equipment prior to staging and configuration 3.1.2. Equipment Staging Location • The equipment will be staged at City Hall where it will be inventoried, configured and prepped by Presidio 3.1.3. Packaging and Equipment Removal • Presidio will be responsible for unpacking equipment and disposal of packing material • A dumpster located outside City Hall will be used to dispose of all packing material 3.1.4. Site Access • Presidio engineers will be given access badges with all necessary access to the facilities and datacenter 3.1.5. Documents Repository and Sharing • Documents created and managed by Presidio will be shared by email and/or hard copy • Current information and documentation incorporated into Presidio deliverables will be provided by CoRR in electronic format 3.2. Project Management 3.2.1. Issue List/Action Items Register., Presidio will manage an Issues List/Action Items Register that includes key project issues and action items that may or may not be tracked via the Project schedule, but that requires additional discussion and may impact the project schedule if not completed on time. 3.2.2. Project Status Meeting/Call: • Presidio Project Manager will conduct a weekly status meeting or call in order to review open issues and project schedule updates. We'll also discuss tasks completed the following week and tasks expected to be completed the week of the call. 3.2.3. Project Status Report Presidio Project Manager will provide CoRR Project Manager a weekly or bi-weekly status report based on a mutually agreed upon format. Revision: 2.0 Confidential and Proprietary Page 39 of 56 E Report P R E S I D I O Cisco Voice System Expansion-Systems Engineering p This high level report summarizes project status including key Project indicators on i Schedule, budget,scope, resources as well as major project milestones and issues. 3.2.4. Project Schedule Presidio Project will maintain a MS Project Plan that includes main project tasks with start and finish dates, responsible party and tasks dependencies. Revision: 2.0 Confidential and Proprietary Page 40 of 56 F t egy B t d Cisco Voice System Expansion-Systems Engineering Report PRESIDIO c i t 3.3. Deployment Steps The components of this project will be deployed in the following steps: 3.3.1. Step 1—Pre-Installation All outstanding information (marked TBD in this document) and tasks required prior to installation and configuration (e.g. completion of the UC User Configuration Worksheet)will be collected and performed during this step. Critical components such as license registration and hardware inventory take place in this step as well. 3.3.2. Step 11—Equipment Staging Hardware will be staged and connected in the City Hall datacenter for configuration. Parallel VRF routing will be setup to simulate the entire WAN IP schema enabling seamless equipment moves from City Hall to all remote sites. 3.3.3. Step 111—Load Appliances In this step,all operating systems will be loaded on the appliances and servers.The initial configuration will be performed at this point as well. 3.3.4. Step IV—Configuration and Integration The final build out of all applications takes place in this phase.All systems are integrated together and configured with all operational parameters. 3.3.5. Step V—Equipment Migration to Remote Sites The fully configured servers and routers will be turned down and migrated to their appropriate final location. 3.3.6. Step VI—Phone Deployment All departments that are included in Phase I will receive their phones,software, and other miscellaneous equipment. The deployment strategy handles each department individually. In the cases where no available Ethernet jack is present,the phones will be delivered but not attached to the network. 3.3.7. Step Vll—User Migration Presidio will coordinate with TW Telecom and CoRR to migrate groups of users from the NEC to Cisco Vow systems. This step is to include all non-Contact Center agents and supervisors who will be migrated as a part of step 7. 3.3.8. Step Vlll—Contact Center Express Implementation UCCX will be installed on the UCS servers and all scripts configured. CallRex call recording will be installed. All Agent and Supervisor desktops will be loaded with the Cisco Agent Desktop Revision: 2.0 Confidential and Proprietary Page 41 of 56 i Cisco Voice System Expansion-Systems Engineering Report PRESIDIO d (CAD)software. All UCCX agents and supervisor DID's will be migrated with the coordination of TW Telecom and CoRR. I f { 3.3.9. Step IX—Jabber Mobile Implementation The components necessary to support Jabber will be installed and deployed. The necessary networking changes will be made and tested. 3.3.10. Step X— Variphy Insight Enterprise Implementation Insight Enterprise will be installed on the Virtual Machine provided by CoRR and all associated configurations will be applied. 3.3.11. Step XI—System Knowledge Transfer Presidio will also conduct several sessions with CoRR to discuss the details of the UC deployment once all of the work has been completed. 3.3.12. Step X11—Documentation and Project Closure Upon completion of the last location Presidio will complete final documentation and,at the end of the final Freeze Period, meet with CoRR to formally close this project. Revision: 2.0 Confidential and Proprietary Page 42 of 56 d e E rF( s Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 4. Detailed Scope of Work 4.1. Presidio Tasks for Phase I 4.1.1. Step 1—Pre-Installation ❑ Complete all items in UC SE Design Workbook marked TBD ❑ Finalize DID migration schedule and submit to TW Telecom ❑ Site specific configuration review with CoRR IT for user worksheet creation ❑ Inventory all equipment ❑ Register all licenses and UCSS o Presidio will register all licenses included in the Bill of Materials for Phase I o License additions outside of the Bill of Materials will be handled by CoRR ❑ Confirm all rack, power, and network requirements have been met ❑ Confirm new PRI circuits are in place ❑ Create initial testing and acceptance plan ❑ Define Knowledge Transfer plan 4.1.2. Step 11—Equipment Staging ❑ Remove gear from boxes and dispose of boxes ❑ Rack UCS C210 servers in their associated datacenter and install associated hardware ❑ Stage all 29x1 routers in the City Hall datacenter ❑ Connect power, KVM, and network cables as necessary 4.1.3. Step III—Load Appliances and Network Changes (High Overview) ❑ Replace the current WS-X6148-GE-TX with WS-X6748-GE-TX line cards with WS-6700- DFC3 daughter cards (Weekend/Afterhours for Extended outage) ❑ 3—CUCM Instances ❑ 1—CUPS Instance ❑ 2—UCCX Instances ❑ 2—CUCN Instances ❑ 1—Bridge Operator Console Server ❑ Install operating system and system application software ❑ Perform IOS or OS upgrades as needed ❑ Install licenses 4.1.3.1. Load UCS Servers ❑ City Hall—UCS C210 M2 o ESX Server Revision: 2.0 Confidential and Proprietary Page 43 of 56 Cisco Voice System Expansion -Systems Engineering Report PRESIDIO ■ Server Build instances include CUCM Pub&Sub, UCCX Primary, CUCN Primary ■ Configure Access to Network ■ Verify Firmware for ESX ■ Install ESX on UCS ■ Install OVA on ESX and disable Interrupt Mapping on ESX ❑ Police Department—UCS C210 M2 o ESX Server 2 ■ Server Build instances include CUCM Pub, CUPS, UCCX Secondary, CUCN Secondary ■ Verify Firmware for ESX ■ Configure Access to Network ■ Install ESX on UCS ■ Install OVA on ESX and disable Interrupt Mapping on ESX 4.1.3.2. Add Digital Voice Gateways ❑ Planning including testing and acceptance plan ❑ City Hall o Cisco 2951 o Configure Serial Interfaces for PRI Links o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ Police Department o Cisco 2951 o Configure Serial Interfaces for PRI Links o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ McConico o Cisco 2911 o Configure FXO ports for 911 and SRST o Configure AAA for Secure Access and Auditing o Go Live and freeze period support ❑ Remaining 19 Remote Sites o Cisco 2901 o Configure FXO ports for 911 and SRST o Configure AAA for Secure Access and Auditing ❑ Go Live and freeze period support Revision: 2.0 Confidential and Proprietary Page 44 of 56 i Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 4.1.4. Step IV—Configuration and Integration 4.1.4.1. Configure Cisco Application Suite I ❑ CUCM Config o Regions o MoH o Conference o MRLG o Calling Search Spaces o Partions o Phy Locations o Locations o Device Pool o Codec o CMM Groups o Route Groups o Call Pickup Groups ❑ Planning to include testing and acceptance plan ❑ Import users from cut-sheet using fake MAC addresses ❑ City Hall—UCS C210 M2 o ESX Server ■ Install CUCM Application • Configure Publisher as first Cluster Member in CUCM • Configure Subscriber as Cluster Member in CUCM • Verify DB Replication ■ Install CUCN Application Configure CUCN as Primary in CUCN • Configure integration with CUCM • Configure integration with Active Directory ❑ Police Department—UCS C210 M2 o ESX Server 2 ■ Install CUCM Application • Configure Subscriber as Cluster Member in CUCM • Verify DB Replication ■ Install CUCN Application • Configure CUCN as Secondary in CUCN • Verify DB Replication • Configure integration with CUCM Revision: 2.0 Confidential and Proprietary Page 45 of 56 I a i Cisco Voice System Expansion-Systems Engineering Report PRESIDIO I 1 f • Configure integration with Active Directory ; I ■ Install CUPS Application 4.1.5. Step V—Equipment Migration to Remote Sites ❑ Shutdown Police Department and Remote Site Routers and prepare for transport ❑ CoRR to transport all routers to remote sites ❑ Rack routers and connect to production networks ❑ Verify connectivity 4.1.6. Step VI—Phone Deployments ❑ Planning including testing and acceptance plan Perform the steps listed below for each of the remote locations: ❑ Scan in any VG202 or VG 204 analog gateways ❑ Configure PLAR SRST ❑ Configure SIP services for cordless phones in the Fire Stations ❑ Provide Train-the-Trainer as outlined in Training Plan,Section 5 below 4.1.7. Step VII—User Migration ❑ Coordinate groups of DID migrations with CoRR and TW Telecom ❑ Preliminary Test(not a replacement for the Acceptance Plan) 0 911 ■ Address registration ■ Onsite notification o 911 callback o Outbound calls ■ callerlD o Inbound calls ■ callerlD o NEC Integration ■ callerlD o SRST—simulateloss of uplink ■ 911/local ❑ Go-Live and Day One Freeze Period Support(ASSUMING UPTO 9 CUTOVER GROUPS ❑ Submit Milestone Completion &Acceptance Document 4.1.8. Step Vlll—Contact Center Express Implementation ❑ Install UCCX on UCS server at City Hall as primary ❑ Install UCCX on UCS server at the Police Department ❑ Configure UCCX system parameters for High Availability Revision: 2.0 Confidential and Proprietary Page 46 of 56 s Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ❑ Configure the Call Center scripts based on the documentation provided by CoRR ❑ Verify DB replication ❑ Test HA failover ❑ Install CallRex call recording software on VM server provided by CoRR ❑ Install Cisco Agent Desktop (CAD)software on Agent and Supervisor desktop computers ❑ Coordinate the migration of Agent DIDs to the Cisco PRI circuits ❑ Train Agents and Supervisors on the use of CAD and CallRex ❑ Submit Milestone Completion &Acceptance Document 4.1.9. Step IX—jabber Mobile Implementation ❑ Upgrade the ASA pairs at City Hall and the Police Department from version 8.2 to 8.4 ❑ Test traffic flow and security ❑ Install certificates to support Secure Connect ❑ Configure system parameters based on best practices ❑ Configure integration with CUCM ❑ Configure integration with Active Directory 4.1.10. Step X—Variphy Insight Enterprise Implementation ❑ Install Insight Enterprise on VM server provided by CoRR ❑ Configure system parameters based on best practices ❑ Configure integration with CUCM 4.1.11. Step XI—System Knowledge Transfer ❑ Provide Knowledge Transfer Sessions defined in step 1 4.1.12. Step X11—Documentation and Phase 1 Project Closure ❑ Update all documentation as described in Section 6—Final Documentation ❑ Send Project Completion and Acceptance Document ❑ Documentation Delivered &Completion &Acceptance 4.2. CoRR Tasks 4.2.1. Step I—Pre-Installation ❑ Work with Presidio to complete items in UC SE Design Workbook ❑ Coordinate the badging process for all Presidio engineers ❑ Scan in any phones—Assuming we are using TAPS for Cisco IP Phones ❑ Provide completed User Configuration Worksheets by site and Missing AA Call Flow ❑ Provide fully configured ESX Virtual Machines matching the minimum spec's defined in section 4.1 for the following services: Revision: 2.0 Confidential and Proprietary Page 47 of 56 I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO o Bridge Operator Console Server o CallRex Call Recording Server C o Variphy Insight Enterprise Server ❑ Provide an SFTP server to be used as a backup tool for CUCN and UCCX servers ❑ Provide packing slips and all other relevant shipping information ❑ Provide necessary power, rack space, network cabling/connectivity,and HVAC ❑ Assist in development of test plan for cutovers ❑ Complete any departmental interviews and final configuration/planning details as required ❑ Order new equipment as needed ❑ Inventory all equipment and attach CoRR asset tags if required 4.2.2. Step 11—Equipment Staging ❑ Coordinate transfer of equipment to appropriate buildings ❑ Configure all network interfaces for UC hardware ❑ Identify location for power connections ❑ Assist in staging all hardware ❑ Assist in connecting power, KVM, and network cables 4.2.3. Step 111—Load Appliances ❑ Supply IP addresses for all network devices ❑ Supply VLANs for all Voice Infrastructure devices ❑ Assist in software loading for all locations 4.2.4. Step IV—Configuration and Integrations ❑ NEC Support where necessary ❑ Assist in configuration of all components included in the Unified Communications project ❑ Approve Milestone Completion &Acceptance 4.2.5. Step V—Equipment Migration to Remote Sites ❑ Transport equipment to remote sites ❑ Resolve any site access issues for Presidio engineers ❑ Assist in rack and stack activities ❑ Patch all end user interfaces with CoRR provided patch cords ❑ Provide Amphenol cables to connect to Cisco analog gateway and cross connect any 66 block terminations for all analog devices. 4.2.6. Step VI—Phone Deployment Perform the following steps for each group of users when they move Revision: 2.0 Confidential and Proprietary Page 48 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ❑ Provide completed user cut-sheets ❑ Verify equipment delivered to appropriate location ❑ Deploy IP phones to user desks and connect to network(Can be temporary if necessary) ❑ Use the TAPS tool to log in and associate the phone to the user ❑ Ensure all updates occur on the IP phone ❑ Connect and test all wired and wireless headsets ❑ Unplug the phone and reconnect the NEC phone where necessary ❑ Deploy Cisco software on user workstations o NOTE: Requires administrative rights ❑ Provide cabling where applicable ❑ Provide staff for placement of phones, including common area, conference,wireless, and desk and test per agreed upon test plan 4.2.7. Step VII—User Migration ❑ Coordinate maintenance windows to coincide with cutover schedule ❑ Assist in Preliminary Testing ❑ Approve Milestone Completion &Acceptance Document and Progress Billing 4.2.8. Step Vlll—Contact Center Express Implementation ❑ Assist in configuration of all components included in the Unified Communications project ❑ Approve Milestone Completion &Acceptance 4.2.9. Step IX—Jabber Mobile Implementation ❑ Push Jabber client software to the user workstations ❑ Provide corporate mobile devices for testing ❑ Assist in testing of traffic patterns after ASA upgrades 4.2.10. Step X— Variphy Insight Enterprise Implementation ❑ none 4.2.11. Step VI—System Knowledge Transfer ❑ Schedule and participate in Knowledge Transfer Sessions 4.2.12. Step VII—Documentation and Project Closure ❑ Approve Milestone Completion &Acceptance ❑ Approve Project Closure Revision: 2.0 Confidential and Proprietary Page 49 of 56 Cisco Voice System Expansion-Systems Engineering Report P R E S I D I O i 4.3. Out of Scope Tasks The following tasks are outside the scope for Phase I of this project: B Any tasks not included in the Detailed Scope of Work section above 0 Detailed Logical or Physical drawings of CoRR network B FAX Server B Cisco Emergency Responder Revision: 2.0 Confidential and Proprietary Page 50 of 56 I t PRESIDIO Cisco Voice System Expansion-Systems Engineering Report } S. Training Plan - 5.1. ORR UC System Knowledge Transfer In addition to informal knowledge transfer during this project, Knowledge Transfer will be broken up into the following sessions: FReviewthe fer Session Duration �caticm Up to 4hrs Locaton at CoRR Facility TBD ng systems with CoRR: • CUCM • CUCN • CUCCX Session 2 Up to Ors Location at CoRR Facility-TBD Review the following systems with CoRR: • UCS • CUPS/Jabber Session 3-3`d Party Applications Up to 2 hrs Location at CoRR Facility-TBD • CallRex Call Recording • Variphy Session 4—Review final documentation and changes Approx. Location at CoRR to UC System since initial sessions prior to project Facility TBD 2-3hrs closure 5.2. User Training (Train-the-Trainer) CoRR has requested Train-the-Trainer training for Phase I of this project. The following Train-the- Trainer sessions are included in Phase I. Presidio has supplied basic quick guides that CoRR will modify as well as develop other training aids. Training Sessions Approx. Location Duration Train the trainer—Basic Phone Use 2 x 3hr Location at CoRR Facility TBD Revision: 2.0 Confidential and Proprietary Page 51 of 56 s ( I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO ------------ Sessions rTraine trainer—Call Center Training 2 x 3hr Location at CoRR Sessions Facility TBD Agent Training(1hr) Supervisor Training(2hrs) Train the Trainer—CUPS/Jabber None None Presidio will provide Cisco generated user documentation and CoRR will create Quickguide for users after Knowledge Transfer completed Revision: 2.0 Confidential and Proprietary Page 52 of 56 a Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 's t I 6. Final Project Documentation Final documentation will be provided upon completion of this project and will consist of the following: • Updated Visio Diagrams included in this document in PDF format • High Level Topology diagram by main site • Updated spreadsheets(e.g. UC SE Design Workbook)with user information, device details, and deployment specifics • Provide current configurations and backups Revision: 2.0 Confidential and Proprietary Page 53 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO � 7. Support Plan 7.1. Initial Go Live Support and Freeze Period A well planned and executed initial support system is critical for project success and user adoption. The project Freeze Period is a specific period of time and well-defined plan from a go-live event to formal project and/or phase closure. At the completion of the Freeze Period all project related tasks should be completed and Solution Support begins. All changes to the system during the Freeze Period should either be performed by Presidio or approved by Presidio prior to implementation. During this period,troubleshooting issues that area result of project implementation are included in the cost of this project. Also, any"minor' changes to the system during this period are included in the cost of this project. "Minor' changes are modifications of features invoked as part of the project, as defined within this document and Scope of Work. "Major" changes include the invocation of features not included in this project,and/or additions to existing features that were not agreed upon prior to the close of the Planning Phase of this project. Any"major" changes to the system as a result of a design change requested,and/or an item requested in addition to those defined in the Scope of Work within this document,would be handled by a Project Change Request. Such changes may either be treated as an add-on phase to the project,or delayed until after the Freeze Period is complete. At the end of the designated Freeze Period, Solution Support will begin. The Presidio project team will meet with CoRR to formally close the project or phase. 7.1.1. Number and Duration of Freeze Periods Presidio is planning around 9 cutover groupings and freeze periods • The freeze period applies to each grouping separately. Each freeze period will last for 1- 2 days depending on the size of the cutover. CoRR telecom support staff and the CoRR Help Desk should be the initial contact for all issues and will escalate to Presidio as required. 7.1.2. First Day of Live System— "Go Live"Day • Go Live applies to each group of users/departments as they are cutover • Presidio will provide a senior network engineer onsite or remote who will be focused on making sure all systems are stable and functioning properly CoRR will provide support personnel as required to assist with user issue resolution or training reinforcement 7.1.3. Second Day of Freeze Period(if required) Presidio will provide a senior network engineer onsite or remote who will be focused on making sure all systems are stable and functioning properly • CoRR will provide support personnel as required to assist with user issue resolution or training reinforcement Revision: 2.0 Confidential and Proprietary Page 54 of 56 Cisco Voice System Expansion-Systems Engineering Report PRESIDIO 7.1.4. Remote Access During Freeze Period • CoRR will provide Presidio with remote secure access for troubleshooting or maintenance by Presidio engineers during the Freeze Period. Revision: 2.0 Confidential and Proprietary Page 55 of 56 I Cisco Voice System Expansion-Systems Engineering Report PRESIDIO i I 8. Attachments 8.1. Call Center Call Flow Visio Diagrams 8.2. Auto Attendant Call Flow Visio Diagrams 8.3. UC SE Design Workbook Revision: 2.0 Confidential and Proprietary Page 56 of 56 City of Round Rock p R E S I D 1 C)_ Cisco Voice System Expansion Project StaA Finish ;Predecessors '.Resource Names ID 's ;Task Name . Fri 10/12/17 Fri 10/12/12 1 PLANNING PHASE APPROVED _. - Mon 10/15/12 Tue 10/16/12.1 —21E3 EXECUTION-PHASE KICK-OFF-TBD - Man 10/15/12 Fri 11/9112 3 I.I.J.Step I-Pre-Installation __ Fri 11/9/12 1,2 50%],CoRR 50°i q „ " Complete all items in UC SE Design Workbook marked TBD Wed 10/17/12 - Chris[ [ . 5 ® Finalize DID migration schedule and submit to TW Telco Wed 10/17/12 Tue 10/23/12 1,2 Ted[15°h] CoRR 3%,Ted 17% g ® Site Specific Configuration Review for User Worksheet Creation Thu 10/25/12 Mon 11/5/12 5 [ 1 [ 1 7 i Provide wmpletedUser Configuration Worksheets and Missing AA Call Flows Mon 11/5/12 Mon 11/5/126FF CoRR Mon 10/15/12 Mon 10/15/121,2SS Ted g © Inventory all equipment _ CoRR 8 " Scan in all IP phones Mon 10/15/12 Tue 10/16/12 8 9 Tue 10/16/12 Tue 10/16/12 110 " Register all licenses and UCS Tue 10/16/12 Tue 10/16/12 9 Ted 11 ; o Presidio will register all licenses included in the Bill of Materials Ted Wed 10/17/12 Wed 10/17/1210 —12- Confirm all rack,power,and network requirements have been met Wed 10/17/12 Wed 10/17/1212 Ted j 3— Confirm new PRI circuits are in place Wed 10/17/12 Wed 10/31/12'13 Chr s6%I ] Create initial testing and acceptance plan Wed 10/17/12 Wed 10/17/12 12 Chris_. 15 Define Knowledge Transfer plan Wed 10/17112 Fri 10/19/1215 16 1.1.2.Step II-Equipment Staging Ted[25%,Chris 25% 17 Remove gear from boxes and dispose of boxes Wed 10/17/12 Thu 10/18/12 15 Ted[17°�]Chris[33%] ' 1 g Build New VLANs assigned to a new VRF to simulate the production network Thu 10/18/12 Thu 10/18112 1 7 19 Stage all equipment in the City Hall datacenter Thu 10/18/12 Fri 10/19112 1 8 Ted ] [ ] Ted 25%,Chris 20 Connect power,KVM,and network cables as necessary Fri 10/19/12 Fn 10/19/1219 [ Fri 10/19/12 Wed 11/7/1216 21 1.1.3.Step III-Load Appliances(High Overview) Fri 11/2/12 Sat 11/3/12 Ted[50%] Replace with WS-X6748-GE-TX line cards with WS-6700-DFC3 daughter cards _ 22 [� - -- Fri 10/19/12 Mon 10/22/12 16 Chris 23 3-CUCMInstances _ Mon 10/22/12 Tue 10/23/12 23 Chris 1 -CUPS Instance -- - Tue 10/23/12 Wed 10/24/12 24 Chris 25. 2-UCCX Instances _. 'Chris Wed 10/24/12 Wed 10/24/12 25 262-CUCN Instances Chris i Wed 10/24/12 Thu 10/25/12.26 27 1-Bridge Operator Console Server Thu 10/25/12 Thu 10/25/12 27 Chris 28 i Install operating system and system application software Thu 10/25/12 Thu 10/25/12 28 Chris 29 Perform IDS or OS upgrades as needed Thu 10/25/12 Thu 10/25/1229 Chris 30 Install license Thu 10/25/12 Fri 10/26/12 30 3j 1.1.3.1.Load UCS Server 32 " City Hall-UCS C210 M2 Thu 10/25/12 Fri 10126112 30 --- Thu 10/25/12 Fri 10/26/12 30 Chris 33 , o ESX Server _ Fri 10/26/12 Fri 10126112 32 34 " Police Department-UCS C210 M2 Fri 10/26/12 Fri 10/26/12 32 Chris o ESX Server 2 35 Fri 10/26/12 Wed 11/7/12 35 36 1.1.3.2.Preconfigure Digital Voice Gateways Fri 10/26/12 Wed 10/31/12 Chris[8%] Planning including testing and acceptance plan Fri 10/26/12 Mon 10/29/12 35 38 ' City Hall Chris o all 2951 Fri 10/26/12 Fri 10/26/12 35 _ _ ] 39 Fri 10/26/12 Fn 10/26/12 39 Chris 40 o Configure Serial Interfaces for PRI Link ._- Page 1 CoRR Draft Timeline v.2b.mpp Wed 10/3/12 City of Round Rock P R E S I D 10 Cisco Voice System Expansion Project Start sh Predecessors !Resource Names ID ! ;Task Name ' Q Fri 10/26/12 Mon 10/29/12 40 Chris 41 o Configure AAA for Secure Access and Auditing _ - Fri 10/26/12 Mon 10/29/12 42 " Police Department Fri 10/26/12 Fri 10/26/12 Chris 43 ;� o Cisco 2951 _ Fri 10/26/12 Fri 10/26/17A3 Chris qq i o Configure Serial Interfaces for PRI Link Fri 10/26/12 Mon 10/29/12 44 Chris !. 45 o Configure AAA for Secure Access and Auditing Fri 10/26/12 Mon 10/29/12 46 McConicFr 10/26/12 Fr 10/26/12 Chris 47 y(3 o Cisco 2911 Fri 10/26/12 Fri 10/26/12 47 Chris 48 ( o Configure FXO ports for 911 and SRST Fri 10/26/12 Mon 10/29/12 48 Chris 49 l o Configure AAA for Secure Access and Auditing ; 50 " Remaining 19 Remote Sites Thu 1111/12 Wed 11/7/12 Thu 11/1/12 Mon 1115/12 Chris[20°h] 51 '3 o Cisco 2901 Tue 1116/12 Tue 11/6/12'51 Chris 52 1 o Configure FXO ports for 911 and SRST Wed 11!7/12 Wed 11/7/1252 Chris 53 o Configure AAA for Secure Access and Auditing Mon 9/3/12 Thu 11/15/12 54 % 1.1.4.Step IV-Configuration and Integration Mon 913/12 Mon 11/5/12 -5-5- 1.1.4.1.Configure Cisco Application Suite Mon 9/3/12 Mon 9/3/12 Chris 56 Planning to include testing and acceptance plan Mon 11/5/12 Mon 11/5/12 56,6FS-1 day Chris 57 " Import users from cut-sheet using fake MAC addresses Mon 11/5/12 Mon 1116112 57 58 City Hall-UCS C210 M2 Mon 11/5/12 Mon 11/5/12 57 Chris 59 ' o ESX Server Mon 11/5/12 Thu 11/15/7259,22 ' 60 •' Police Department-UCS C210 M2 _ Chris Mon 11/5/12 Tue 11/6/12 59 61o RaGc and Build ESX Server 2 _ Mon 11/12/12Thu 11/15/12 62 i0 SCHEDULING CONTINGENCY - Tue 11/6112 Mon 11/19112 61 6325%1.1.5.Step V-Equipment Migration to Remote Sites Tue 11/6/12 Tue 11/6/12 CoRR �• [ °] 64 CoRR to transport 2951 Router to Police Department datacenter Chris Sat 71/17/12 Sat 11/17/1264 65 ;0 Rack UCS and router and connect to production network Sat 11/17/12 Sun 11/18/12 65 Chris 66 Reconfigure VM's to use production VLANs Sun 11118/12 Sun 11/18/12 66 Chris 67 i Verify connectivity and DB replication CoRR[200%] Sun 11/18/12 Sun 11/18112'67SS 68 CoRR to transport 2911 and 2901 routers to remote sites Chris 20%,CoRR 55°/ Rack routers and connect to production networks Sun 11/18/12 Mon 11/19/1268 [ ] [ 69 Q Mon 11/19/12 Mon 11/19112 69 Chris[75°],CoRR 70 Verify connectivity Mon 10/16/12 Wed 2120/13 -7 1.1.6.Step VI/StepVll-Phone Deployments,User Cutover,Day One Support Mon 10/15/12 Fri 10/26/12. CoRR 72.... Submit TW Ticket for CH Trunk Group Mon 10/15/12 Fri 10/26/1272SS CoRR -- 73 ; Submit TW Ticket for PD Trunk Group Tue 11/20/12 Wed 11/21/12 70 .Chris 7qProvide Train the Trainer Sessions Thu 11/22/12 Mon 11/26/12 74 --- 75 SCHEDULING CONTINGENCY-THANKSGIVING HOLIDAY Tue 11/27/12 Wed 1215112 76 Group/ Tue 11/27/12 Wed 11/28/12 74 CoRR 77 a�i Train all City.Hall Uers _. . . -- - -. - - - Thu 11/29112 Fri 11/30/12 77 CoRR - — Tram Business Center Users 76 (Q Fri 11/30112 Fri 11/30/12 78SS,73,74 Chns,CoRR 79 a, Cutover City Hall Chris,CoRR Sat 12/1112 Sat 12/1/12 79 800 Cutover Business Center - CoRR Draft Timeline v.2b.mpp Page 2 Wed 10/3/12 City of Round Rock P R E S I D I O Cisco Voice System Expansion Project Start ' Finish iPredecessors :Resource Names ID ;Task Name l Mon 12/33/12 Wed 12/5/1280 - Chris,CoRR.. 81 10 Day 1 Support _. _. _.. ... Thu 12/6/12 Mon 12/10/12 82 Group 2 _ Thu 12/6/12 Thu 12/6/1281 Chris,CoRR 83 i0 Train&Cut 2015 Lamar _- Chris,CoRR Train& Chris,CoRR Cut Water Plant Thu 12/6/12 Fri 12/7/12 83 84 Fri 12/7/12 Sun 12/9/12 84 85 ;0 Train&Cut BACA Mon 12/10/12 Mon 12/10/12 85 Chris,CoRR Day 1 Support 86 _ �® p Wed 12112/12 Mon 12/17/12 , 87 j Group 3 Wed 12/12/12 Thu 12/13/1286 CoRR 88 Train Police Department Users a(]a Train CMRC/LP/Comm Users Wed 12/12/12 Wed 12/12/12 88FS-2 days CoRR 89 ' Fri 12/14/12 Fri 12/14/12 89SS Chris,CoRR 90 Cut Police Department Sat 12/15/12 Mon 12/17/12 90 CoRR,Chris 91 Day 1 Support Wed 12/19/12 Wed 12126/12 -9-2-1 Group 4 Wed 12/19/12 Wed 12/19/12.91 Chris,CoRR 93_ID Train&Cut CMRC Chris,CoRR Train&Cut Luther PeteThu 12/20/12 Thu 12/20/1293 hPeterson 94 Fri 12/21/12 Fri 12/21/12 94 Chris,CoRR Train&Cut 212 Commerce 95 ; Chris,CoRR Wed 12/26/12 Wed 12/26/1295 96 %® Day 1 Support Wed 112113 Mon 1/14/13 97 Group 5 Wed 1/2/13 Thu 1/3/13 96 CoRR gg ,0 Train all Library Users Fri 1/4/13 Mon 1/7/13 98 CoRR gg Train all Public Works Users CoRR 100 j Train Util SupNeh Malnt/PARD Users Chris,CoRR Tue 1/8113 Tue 1/8/1399 Fri 1/11/13 Sat 1/12/13100SS 101 . Cut Library Sun 1/13/13 Sun 1/13113 101 Chris,CoRR 102 Cut Public Works Sun 1/13/13 Mon 1/14/13 102 Chris,CoRR 103 '0 Day 1 Support Wed 1/16/13 Fri 1118113 104 Group 6 Wed 1/16/13 Wed 1/16/13 103 Chris,CoRR 105i«� Train&Cut Utility Support Train&Cut Vehicle Maint Wed 1/16/13 Wed 1/16/13105SS Chris,CoRR 106 ; Thu 1/17/13 Thu 1/17/13106SS Chds,CoRR -1-07ER Train&Cut PARD Yard Mpg Day 1 Support Fri 1/18/13 Fri 1/1 8/13 107 Chris,CoRR Tue 1122113 Tue 1129113 109 Group 7 Tue 1/22/13 Thu 1/24/13108 CoRR Train all McConico Users Fri 1/25/13 Fri 1/25/13110 CoRR Train Central Fire Users Fri 1/25/13 Sat 1/26/13111 SS Chris Cut McConico 112 Q Mon 1/28/13 Tue 1/29/13112 Chris,CoRR 113 ID Day 1 Support J Thu 1/31/13 Wed 2/6/13. 114 Group 8 Thu 1/31/13 Thu 1/31/13'113 Chris,CoRR Train and Cut Central Fire Users 115 IO Fri 2/1/13 Fri 2/1/1 3 11 5 Chris,CoRR 116 Train&Cut FS 2 Users _ Chris,CoRR Train&Cut FS 6 Users Mon 2/4/13 Mon 2/4/13 116 117 i[.� Tue 2/5/13 Wed 2/6/13 117 Chris,CoRR 118 •0 Day 1 Support - Mon 2/11/13 Fri 2/15/13 119 j Group 9 --- - -Mon 2/11/13 Mon 2/11/13 118 Chris,CoRR 120 'Q Train&Cut FS 3 Users _..__..._ —.--. _._. CoRR Draft Timeline v.2b.mpp Page 3 Wed 10/3/12 City of Round Rock P R E S I D I O . Cisco Voice System Expansion Project Start Finish ,Predecessors ;Resource Names ID ', ;Task Name I Tue 2/12/13 Tue 2/12/13 120 Chris,CoRR 121 Train&Cut FS 4 Users - Wed 2/13/13 Wed 2/13/13 121 Chris,CoRR 122 Train&Cut FS 5 Users _ Chris,CoRR Thu 2/14/13 Thu 2/14/13 122 123 I Train&Cut FS 7 Users Fri 2/15/13 Fr 2/15/13123 " Chris,CoRR 124 Day 1 Support mYrn re' 125 Tue 2/19113 Thu 317113 126 1.1.8.Step VIII--Contact Center Express Implementation Tue 2/19/13 Tue 2/19/13124 Chns75%[ ] 127 iQ Install UCCX on UCS server at City Hall as primary Chris 75% Install UCCon UCS server at the Police Department Tue 2/19113 Tue 2/19/13127 [ 1 X 128 _ Chris 25°k] 129 Configure UCCX System parameters for High Availability Wed 2/20/13 We 2/20/13128 Chris[ 25%] 2/20/13 Mon 2/25/13129 Chris[67°h ] 130 Configure the Call Center scripts based on the documentation provided by CoRR 25% Mon 2125/13 Mon 2/25/13130 Chr s[ ) 131 " Verify DB replicationTue 2/26/13 Tue 2/26/13 131 ..Chris 132 " Test HA failover .Chris 19% Tue 2/26/13 Thu 2/28/13.132 [ 1 133 Install CaIIRex call recording software on VM server provided by CoRR Chris 50°h] 134 " Install Cisco Agent Desktop(CAD)software on Agent and Supervisor desktop computer Thu 2/28/13 Mon 3/4/13 133 Chris[75°k Mon 3/4/13 Mon 3/4/13 134 Chris[75%] 135 " Coordinate the migration of Agent DIDs to the Cisco PRI circuit Tue 3/5/13 Wed 3/6/1Chns50°h3 135 Chris[50%] 136 Train Agents and Supervisors on the use of CAD and CaIIRex Thu 3/7/13 Thu 3/7/13136 Chns[l3%0] 137 " Submit Milestone Completion&Acceptance Document - Fri 318/13 Mon 3118113 138 1.1.9.Step IX-Jabber Mobile Implementation Fri 3/8/13 Mon 3/11/13 137 Chris Upgrade the ASA pa; irs at City Hall and the Police Department from version 8.2 to 8.x Chris75%1 Tue 3/12/13 Tue 3/12/13 139 Chris[ 75%] 140 Test traffic Sow and security - Tue 3/12/13 Tue 3/12/13 140 Chris 141 Configure system parameters based on best practices Wed 3/13/13 Wed 3/13/13 Chris[50% 141 ] -142— Configure integration with CUCM Wed 3113/13 Wed 3/13/13 142 Chris[50%°] 143 Configure integration with Active DirectoryChris[17%1 Thu 3/14/13 Mon 3/18/13 143 144 Work with CoRR to push the Jabber client software to the user workstation Tue 3119173 Thu 3/21113 145 ; 1.1.10.Step X-Variphy Insight Enterprise Implementation - Tue 3/19/13 Tue 3/19/13 144 Chris[50%] 146 Install Insight Enterprise on VM server provided by CoR Chris[38% 147 Configure system parameters basedon best practices , Wed 3/20/13 Wed 3/20/13 146 1 Thu 3/21/13 Thu 3/21/13 147 Chris 146 Configure integration with CUCM y Thu 11/22/12 Mon 3125113 1 149 1. .11.Step XI-System Knowledge Transfer Thu 11/22/12 Thu 11/22/12 74 Chris 150 Provide Knowledge Transfer Session 1Fri 11/23/12 Fri 11/23/12 150 Chris 15j Provide Knowledge Transfer Session 2 Provide Knowledge Transfer Session 3 Sat 11/24/12 Sat 11/24/12 151 Chris d 1 11 5 11 2 Thu 3/21/13 Mon 3/25/13148 Chris 153 Provide Knowledge Transfer Session 4 f Fri 3/22/13 Thu 3128113 154 i 1.1.12.Step XII-Documentation and Phase I Project Closure Fri 3/22/13 Mon 3/25/13 153FF Chris[50%] 155 Update all documentation as described in Section 6-Final Documentation Tue 3/26/13 Tue 3/26/13 155 Derrick 156 ;� Send Project Completion and Acceptance Document and Final Documentation Wed 3/27/13' Wed 3/27/13 156 Derrick 157 .0 Project Closure Meteing - = ■"mrn'rrrd CoRR Draft Timeline v.2b.mpp Page 4 Wed 10/3/12 r i DIR Contract No. DIR-SDD-1367 f Vendor Contract No. i STATE OF TEXAS DEPARTMENT OF INFORMATION RESOURCES CONTRACT FOR PRODUCTS AND RELATED SERVICES Presidio Networked Solutions Incorporated 1. Introduction A. Parties This Contract for products and related services is entered into between the State of Texas, acting by and through the Department of Information Resources (hereinafter "DIR") with its principal place of business at 300 West 15`h Street, Suite 1300, Austin, Texas 78701, and Presidio Networked Solutions Incorporated (hereinafter "Vendor"), with its principal place of business at 7601 Ora Glen Drive, St. 100, Greenbelt, Maryland 20770. B. Compliance with Procurement Laws This Contract is the result of compliance with applicable procurement laws of the State of Texas. DIR issued a solicitation on the Comptroller of Public Accounts' Electronic State Business Daily, Request for Offer (RFO) DIR-SDD-TMP-153, on December 18, 2009, for Data Communications & Telecommunications Networking Equipment and Related Services. Upon execution of this Contract, a notice of award for RFO DIR-SDD-TMP- 153 shall be posted by DIR on the Electronic State Business Daily. C. Order of Precedence This Contract; Appendix A, Standard Terms and Conditions For Products and Related Services Contracts; Appendix B, Vendor's Historically Underutilized Businesses Subcontracting Plan; Appendix C, Pricing Index; Exhibit 1, Vendor's Response to RFO DIR-SDD-TMP-153, including all addenda; and Exhibit 2, RFO DIR-SDD-TMP-153, including all addenda; are incorporated by reference and constitute the entire agreement between DIR and Vendor. In the event of a conflict between the documents listed in this paragraph, the controlling document shall be this Contract, then Appendix A, then Appendix B, then Appendix C, then Exhibit 1, and finally Exhibit 2. In the event and to the extent any provisions contained in multiple documents address the same or substantially the same subject matter but do not actually conflict, the more recent provisions shall be deemed to have superseded earlier provisions. 2. Term of Contract The term of this Contract shall be one (1) year commencing on the last date of approval by DIR and Vendor. Prior to expiration of the original term, DIR and Vendor may extend the Contract, upon mutual agreement, for up to three (3) optional one-year terms. Page 1 of 10 K f DIR Contract No. DIR-SDD-1367 } 4 t Vendor Contract No. 3. Product and Service Offerings A. Products Products available under this Contract are limited to Data Communications & Telecommunications Networking Equipment and Related Services as specified in Appendix C, Pricing Index. Vendor may incorporate changes to their product offering; however, any changes must be within the scope of products awarded based on the posting described in Section 1.13 above. Vendor may not add a manufacturer's product line which was not included in the Vendor's response to the solicitation described in Section 1.13 above. B. Services Services available under this Contract are limited to those services specifically related to Data Communications & Telecommunications Networking Equipment and Related Services as specified in Appendix C, Pricing Index. Vendor may incorporate changes to their service offering; however, any changes must be within the scope of services awarded based on the posting described in Section 1.13 above. 4. Pricing A. Manufacturer's Suggested Retail Price(MSRP) MSRP is defined as the product sales price suggested by the manufacturer or publisher of a product. B. Customer Discount The minimum Customer discount for all products and services will be the percentage off MSRP as specified in Appendix C. Customer Discount includes the DIR administrative Fee specified in Section 5. C. Customer Price 1)The price to the Customer shall be calculated as follows: Customer Price=MSRP—Customer Discount 2) Customers purchasing products and services under this Contract may negotiate more advantageous pricing or participate in special promotional offers. In such event, a copy of such better offerings shall be furnished to DIR upon request. 3) If pricing for products or services available under this Contract are provided at a lower price to: (i) an eligible Customer who is not purchasing those products or services under this Contract or (ii) any other entity or consortia authorized by Texas law to sell said products and services to eligible Customers, then the available Customer Price in this Contract shall be adjusted to that lower price. This Contract shall be amended within ten (10) business days to reflect the lower price. Page 2 of 10 t E f DIR Contract No. DIR-SDD-1367 Vendor Contract No. € i D. DIR Administrative Fee The administrative fee specified in Section 5 below shall not be broken out as a separate line item when pricing or invoice is provided to Customer. E. Shipping and Handling Fees The price to the Customer under this Contract shall include all shipping and handling fees. Shipments will be Free On Board Customer's destination. No additional fees shall be charged to the Customer for standard shipping and handling. If the Customer requests expedited delivery, Customer will be responsible for any charges for expedited delivery. F. Tax-Exempt As per Section 151.309, Texas Tax Code, Customers under this Contract are exempt from the assessment of State sales, use and excise taxes. Further, Customers under this Contract are exempt from Federal Excise Taxes, 26 United States Code Sections 4253(1) and 0). G. Travel Expense Reimbursement Pricing for services provided under this Contract are exclusive of any travel expenses that may be incurred in the performance of those services. Travel expense reimbursement may include personal vehicle mileage or commercial coach transportation, hotel accommodations, parking and meals; provided, however, the amount of reimbursement by Customers shall not exceed the amounts authorized for state employees as adopted by each Customer; and provided, further, that all reimbursement rates shall not exceed the maximum rates established for state employees under the current State Travel Management Program. Travel time may not be included as part of the amounts payable by Customer for any services rendered under this Contract. The DIR administrative fee specified in Section 5 below is not applicable to travel expense reimbursement. Anticipated travel expenses must be pre- approved in writing by Customer. H. Changes to Prices Vendor may change the price of any product or service at any time, based upon changes to the MSRP, but discount levels shall remain consistent with the discount levels specified in this Contract. Price decreases shall take effect automatically during the term of this Contract and shall be passed onto the Customer immediately. 5. DIR Administrative Fee A) The administrative fee to be paid by the Vendor to DIR based on the dollar value of all sales to Customers pursuant to this Contract is one percent (1.00%). Payment will be calculated for all sales, net of returns and credits. For example, the administrative fee for sales totaling $100,000 shall be $1,000. Page 3 of 10 t t DIR Contract No. DIR-SDD-1367 b E E Vendor Contract No. r B) All prices quoted to Customers shall include the administrative fee. DIR reserves the right to change this fee upwards or downwards during the term of this Contract, upon written notice to Vendor. Any change in the administrative fee shall be incorporated in the price to the Customer. 6. Notification All notices under this Contract shall be sent to a party at the respective address indicated below. If sent to the State: Sherri Parks, Director Contracting & Procurement Services Department of Information Resources 300 West 15`h Street, Suite 1300 Austin, Texas 78701 Phone: (512)475-4700 Facsimile: (512) 475-4759 Email: sherri parks&dir.state.tx.us If sent to the Vendor: Jackie Arnett Presidio Networked Solutions Incorporated 7601 Ora Glen Drive, St. 100 Greenbelt, Maryland 20770 Phone: (301) 313-2000 Facsimile: (301) 313-0820 Email: jarnett2presidio.com 7. Software License A. Shrink/Click-wrap License Agreement Regardless of any other provision or other license terms which may be issued by Vendor after the effective date of this Contract, and irrespective of whether any such provisions have been proposed prior to or after the issuance of a Purchase Order for products licensed under this Contract, or the fact that such other agreement may be affixed to or accompany software upon delivery (shrink-wrap), the terms and conditions set forth in this Contract shall supersede and govern the license terms between Customers and Vendor. It is the Customer's responsibility to read the Shrink/Click-wrap License Agreement and determine if the Customer accepts the license terms as amended by this Contract. If the Customer does not agree with the license terms, Customer shall be responsible for negotiating with the reseller to obtain additional changes in the Shrink/Click-wrap License Agreement language from the software publisher. Page 4 of 10 i DIR Contract No. DIR-SDD-1367 I s is Vendor Contract No. 1 r 8. Intellectual Property Matters A. Definitions I." Work Product" means any and all deliverables produced by Vendor for Customer under a Statement of Work issued pursuant to this Contract, including any and all tangible or intangible items or things that have been or will be prepared, created, developed, invented or conceived at any time following the effective date of the Contract, including but not limited to any (i) works of authorship (such as manuals, instructions, printed material, graphics, artwork, images, illustrations, photographs, computer programs, computer software, scripts, object code, source code or other programming code, HTML code, flow charts, notes, outlines, lists, compilations, manuscripts, writings, pictorial materials, schematics, formulae, processes, algorithms, data, information, multimedia files, text web pages or web sites, other written or machine readable expression of such works fixed in any tangible media, and all other copyrightable works), (ii) trademarks, service marks, trade dress, trade names, logos, or other indicia of source or origin, (iii) ideas, designs, concepts, personality rights, methods, processes, techniques, apparatuses, inventions, formulas, discoveries, or improvements, including any patents, trade secrets and know-how, (iv) domain names, (v) any copies, and similar or derivative works to any of the foregoing, (vi) all documentation and materials related to any of the foregoing, (vii) all other goods, services or deliverables to be provided to Customer under the Contract or a Statement of Work, and (viii) all Intellectual Property Rights in any of the foregoing, and which are or were created, prepared, developed, invented or conceived for the use or benefit of Customer in connection with this Contract or a Statement of Work, or with funds appropriated by or for Customer or Customer's benefit: (a) by any Vendor personnel or Customer personnel, or (b) any Customer personnel who then became personnel to Vendor or any of its affiliates or subcontractors, where, although creation or reduction-to-practice is completed while the person is affiliated with Vendor or its personnel, any portion of same was created, invented or conceived by such person while affiliated with Customer. 2. "Intellectual Property Rights" means the worldwide legal rights or interests evidenced by or embodied in: (i) any idea, design, concept, personality right, method, process, technique, apparatus, invention, discovery, or improvement, including any patents, trade secrets, and know-how; (ii) any work of authorship, including any copyrights, moral rights or neighboring rights; (iii) any trademark, service mark, trade dress, trade name, or other indicia of source or origin; (iv) domain name registrations; and (v) any other proprietary or similar rights. The Intellectual Property Rights of a party include all worldwide legal rights or interests that the party may have acquired by assignment or license with the right to grant sublicenses. 3. "Statement of Work" means a document signed by Customer and Vendor describing a specific set of activities and/or deliverables, which may include Work Product and Intellectual Property Rights, that Vendor is to provide Customer, issued pursuant to the Contract. Page 5 of 10 t k E i DIR Contract No. DIR-SDD-1367 P I Vendor Contract No. Y 4. "Third Party IP" means the Intellectual Property Rights of any third party not a party to this Contract, and which is not directly or indirectly providing any goods or ` services to Customer under this Contract. 5. "Vendor IP" shall mean all tangible or intangible items or things, including the Intellectual Property Rights therein, created or developed by Vendor (a) prior to i providing any Services or Work Product to Customer and prior to receiving any documents, materials, information or funding from or on behalf of Customer relating to the Services or Work Product, or(b) after the Effective Date of the Contract if such tangible or intangible items or things were independently developed by Vendor outside Vendor's provision of Services or Work Product for Customer hereunder and were not created, prepared, developed, invented or conceived by any Customer personnel who then became personnel to Vendor or any of its affiliates or subcontractors, where, although creation or reduction-to-practice is completed while the person is affiliated with Vendor or its personnel, any portion of same was created, invented or conceived by such person while affiliated with Customer. B. Ownership. As between Vendor and Customer, the Work Product and Intellectual Property Rights therein are and shall be owned exclusively by Customer, and not Vendor. Vendor specifically agrees that the Work Product shall be considered "works made for hire" and that the Work Product shall, upon creation, be owned exclusively by Customer. To the extent that the Work Product, under applicable law, may not be considered works made for hire, Vendor hereby agrees that the Contract effectively transfers, grants, conveys, assigns, and relinquishes exclusively to Customer all right, title and interest in and to all ownership rights in the Work Product, and all Intellectual Property Rights in the Work Product, without the necessity of any further consideration, and Customer shall be entitled to obtain and hold in its own name all Intellectual Property Rights in and to the Work Product. Vendor acknowledges that Vendor and Customer do not intend Vendor to be a joint author of the Work Product within the meaning of the Copyright Act of 1976. Customer shall have access, during normal business hours (Monday thru Friday, 8AM to 5PM) and upon reasonable prior notice to Vendor, to all Vendor materials, premises and computer files containing the Work Product. Vendor and Customer, as appropriate, will cooperate with one another and execute such other documents as may be reasonably appropriate to achieve the objectives herein. No license or other right is granted hereunder to any Third Party IP, except as may be incorporated in the Work Product by Vendor. C. Further Actions. Vendor, upon request and without further consideration, shall perform any acts that may be deemed reasonably necessary or desirable by Customer to evidence more fully the transfer of ownership and/or registration of all Intellectual Property Rights in all Work Product to Customer to the fullest extent possible, including but not limited to the execution, acknowledgement and delivery of such further documents in a form determined by Customer. In the event Customer shall be unable to obtain Vendor's signature due to the dissolution of Vendor or Vendor's unreasonable failure to respond to Page 6 of 10 1 { i DIR Contract No. DIR-SDD-1367 f Vendor Contract No. i Customer's repeated requests for such signature on any document reasonably necessary for any purpose set forth in the foregoing sentence, Vendor hereby irrevocably designates and appoints Customer and its duly authorized officers and agents as Vendor's agent and Vendor's attorney-in-fact to act for and in Vendor's behalf and stead to execute and file any such document and to do all other lawfully permitted acts to further any such purpose with the same force and effect as if executed and delivered by Vendor, provided however E that no such grant of right to Customer is applicable if Vendor fails to execute any document due to a good faith dispute by Vendor with respect to such document. It is understood that such power is coupled with an interest and is therefore irrevocable. Customer shall have the full and sole power to prosecute such applications and to take all j other action concerning the Work Product, and Vendor shall cooperate, at Customer's f sole expense, in the preparation and prosecution of all such applications and in any legal actions and proceedings concerning the Work Product. i i 3 D. Waiver of Moral Rights. 1 Vendor hereby irrevocably and forever waives, and agrees never to assert, any Moral Rights in or to the Work Product which Vendor may now have or which may accrue to Vendor's benefit under U.S. or foreign copyright or other laws and any and all other i residual rights and benefits which arise under any other applicable law now in force or hereafter enacted. Vendor acknowledges the receipt of equitable compensation for its assignment and waiver of such Moral Rights. The term "Moral Rights" shall mean any and all rights of paternity or integrity of the Work Product and the right to object to any modification, translation or use of the Work Product, and any similar rights existing under the judicial or statutory law of any country in the world or under any treaty, regardless of whether or not such right is denominated or referred to as a moral right. E. Confidentiality. All documents, information and materials forwarded to Vendor by Customer for use in and preparation of the Work Product, shall be deemed the confidential information of Customer, and subject to the license granted by Customer to Vendor under sub-paragraph H. hereunder, Vendor shall not use, disclose, or permit any person to use or obtain the Work Product, or any portion thereof, in any manner without the prior written approval of Customer. i F. Injunctive Relief. The Contract is intended to protect Customer's proprietary rights pertaining to the Work Product, and the Intellectual Property Rights therein, and any misuse of such rights would cause substantial and irreparable harm to Customer's business. Therefore, Vendor acknowledges and stipulates that a court of competent jurisdiction may immediately enjoin any material breach of the intellectual property, use, and confidentiality provisions of this Contract, upon a request by Customer, without requiring proof of irreparable injury as same should be presumed. G. Return of Materials Pertaining to Work Product. Upon the request of Customer, but in any event upon termination or expiration of this Contract or a Statement of Work, Vendor shall surrender to Customer all documents and Page 7 of 10 4 y DIR Contract No. DIR-SDD-1367 Vendor Contract No. E s things pertaining to the Work Product, including but not limited to drafts, memoranda, notes, records, drawings, manuals, computer software, reports, data, and all other documents or materials (and copies of same) generated or developed by Vendor or } furnished by Customer to Vendor, including all materials embodying the Work Product, any Customer confidential information, or Intellectual Property Rights in such Work I Product, regardless of whether complete or incomplete. This section is intended to apply to all Work Product as well as to all documents and things furnished to Vendor by Customer or by anyone else that pertains to the Work Product. f H. Vendor License to Use. Customer hereby grants to Vendor a non-transferable, non-exclusive, royalty-free, fully paid-up license to use any Work Product solely as necessary to provide the Services to Customer. Except as provided in this Section, neither Vendor nor any Subcontractor shall have the right to use the Work Product in connection with the provision of services s to its other customers without the prior written consent of Customer, which consent may E be withheld in Customer's sole discretion. i z I. Third-Party Underlying and Derivative Works. To the extent that any Vendor IP or Third Party IP are embodied or reflected in the Work Product, or are necessary to provide the Services, Vendor hereby grants to the Customer, r or shall obtain from the applicable third party for Customer's benefit, the irrevocable, perpetual, non-exclusive, worldwide, royalty-free right and license, for Customer's internal business purposes only, to (i) use, execute, reproduce, display, perform, distribute copies of, and prepare derivative works based upon such Vendor IP or Third Party IP and any derivative works thereof embodied in or delivered to Customer in conjunction with the Work Product, and (ii) authorize others to do any or all of the foregoing. Vendor agrees to notify Customer on delivery of the Work Product or Services if such materials include any Third Party IP. On request, Vendor shall provide Customer with documentation indicating a third party's written approval for Vendor to use any Third Party IP that may be embodied or reflected in the Work Product. J. Agreement with Subcontracts. Vendor agrees that it shall have written agreement(s) that are consistent with the provisions hereof related to Work Product and Intellectual Property Rights with any employees, agents, consultants, contractors or subcontractors providing Services or Work Product pursuant to the Contract, prior to their providing such Services or Work Product, and that it shall maintain such written agreements at all times during performance of this Contract, which are sufficient to support all performance and grants of rights by Vendor. Copies of such agreements shall be provided to the Customer promptly upon request. K. License to Customer. Vendor grants to Customer, a perpetual, irrevocable, royalty free license, solely for the Customer's internal business purposes, to use, copy, modify, display, perform (by any means), transmit and prepare derivative works of any Vendor IP embodied in or delivered to Customer in conjunction with the Work Product. The foregoing license includes the right to sublicense third parties, solely for the purpose of engaging such third parties to Page 8 of 10 s `s z x DIR Contract No. DIR-SDD-1367 w Y Vendor Contract No. d s assist or carryout Customer's internal business use of the Work Product. Except for the preceding license, all rights in Vendor IP remain in Vendor. i L. Vendor Development Rights. To the extent not inconsistent with Customer's rights in the Work Product or as set forth herein, nothing in this Contract shall preclude Vendor from developing for itself, or for others, materials which are competitive with those produced as a result of the Services provided hereunder, provided that no Work Product is utilized, and no Intellectual Property Rights of Customer therein are infringed by such competitive materials. To the s extent that Vendor wishes to use the Work Product, or acquire licensed rights in certain Intellectual Property Rights of Customer therein in order to offer competitive goods or services to third parties, Vendor and Customer agree to negotiate in good faith regarding an appropriate license and royalty agreement to allow for such. F d t 9. Authorized Exceptions to Appendix A, Standard Terms and Conditions for Product A and Related Services Contracts. E No exceptions. c s r { 1 i i s E I t i s c i { k i z t i t f t i s i l 3 r Page 9 of 10 f, e F t I DIR Contract No. DIR-SDD-1367 t Vendor Contract No. This Contract is executed to be effective as of the date of last signature. Presidio Networked Solutions Incorporated 5 Authorized By: signature on file { Name: Jackie Arnett 4 s Title: Executive Director t i Date: 05-18-2010 P i r The State of Texas, acting by and through the Department of Information Resources Authorized By: _signature on file i Name: Cindy Reed i Title: Deputy Executive Director Operations & Statewide Technology Sourcing i Date: 05-20-2010 Legal: cjk 05-19-2010 c Page 10 of 10 i r I i APPENDIX C - PRICING INDEX TO DIR-SDD-1367 Amd 1 Presidio Networked Solutions, Inc. Customer Discount % off Manufacturer/Product Line/Product Category MSRP [ Hardware Cisco 44.85% IronPort 24.00% Maintenance Smartnet 19.75% f Smartnet for Education (K-12 and Higher Education) 31.75% Cisco Maintenance 19.75% Cisco Maintenance for Education (K-12 and Higher Education) 31.75% f Technical Services Senior Architect/Engineer(CCIE or equivalent) $187.63/hour I Network Architect/Engineer $164.17/hour General Tech/Engineer $140.72/hour Project Manager $121.96/hour f F t F E t r k 0 I f {yC t F F I k I 1 F I t 4I 1 i } i l k E C ROUND ROCK,TEXAS Cit y Council Agenda Summary Sheet PURPOSE.PASSION.PROSPERITY. Agenda Item No. G2. Consider a resolution authorizing the Mayor to execute the Planning Completion and Agenda Caption: Acceptance document with Presidio Networked Solutions Inc. Meeting Date: October 11, 2012 Department: Information Technology Staff Person making presentation: Brooks Bennett Chief Information Officer Item Summary: This agreement is for the engineering and professional services necessary to replace the City of Round Rock's { existing, improperly functioning telephone system. x The services as part of this agreement include: • Installing redundant servers at City Hall and the Police Department for high availability in the event that one system goes down • Installation, configuration and testing of IP phone service at 25 different City facilities • Configuring unified communication services including voicemail functionality • Installing contact center functionality for Municipal Court and Utility Billing • Defining a training and knowledge transfer plan • Providing documentation for configuration and installation of all equipment The City of Round Rock has a solid track record of partnering with Presidio on technology projects, including a network overhaul in 2009.This project will begin immediately and is anticipated to be completed by April, 2013. f Cost: $83,750 Source of Funds: General Self-Financed Construction Y>> f Recommended Action: Approval t z" i i