Objectives

The primary objective of this tender is to appoint a qualified and experienced service provider to supply, implement, and maintain a managed and hosted Microsoft Teams telephony system on a rental basis for a period of 36 months. The solution aims to modernize the organization's communication infrastructure, enhance internal and external communication, support remote and flexible working, and reduce telecommunication costs by replacing traditional phone lines with a unified voice, video, email, and messaging platform.

Scope

The scope of the project includes:

• Supply, configure, implement, and maintain a cloud-based, fully managed MS Teams telephony solution.
• Deploy two MS Teams-compatible switchboard operator consoles with headsets.
• Provide MS Teams-compatible headsets for all staff.
• Implement a Telephone Management System (TMS).
• Supply, configure, and support network switches.
• Support and maintain collaboration services, including integration with existing systems.
• Support security, geographic number porting, and ongoing training and skills transfer.
• Provide ongoing support, maintenance, and risk management throughout the contract duration.
• Include geographic number porting, security measures, and user training as part of the project.

Technical Requirements

The solution must include the following minimum features and functionalities:

• Cloud auto attendants for call routing and menu systems.
• Cloud call queues with management features like greetings and music on hold.
• Music on hold during PSTN calls.
• Call answer/initiate, forwarding, and group call pickup.
• Call transfer, call park, and retrieval.
• Call phone number dialing, caller ID with detailed information, and device switching.
• Federated calling and video calling capabilities.
• Cloud voicemail with transcription and customizable greetings.
• Distinctive ring alerts, shared lines, busy-on-busy handling, call blocking, and common area phones.
• Media bypass support for performance optimization.
• Security features including end-to-end encryption, firewalls, and threat monitoring.
• Number porting, migration, and minimal disruption during deployment.
• Integration with existing systems and future API support.
• Provision of hardware such as switchboards, headsets, and network switches.
• Training, skills transfer, and ongoing support services.

Skills Requirements

The bidder must demonstrate:

• Proven experience in designing, supplying, installing, configuring, and maintaining MS Teams telephony systems, with at least five (5) years of relevant experience.
• Provision of reference letters from at least five (5) clients within South Africa, indicating successful project implementation and duration.
• Capability to develop and execute detailed project implementation methodologies, including system design, security, integration, and support plans.
• Strong project management skills, with CVs or profiles of the Project Manager and Technical Lead highlighting relevant ICT project experience.
• Ability to provide comprehensive training, documentation, and ongoing technical support.
• Compliance with all technical, security, and legal requirements specified in the tender documentation.