Objectives

The primary objective of this tender is to appoint a qualified service provider responsible for the supply, installation, and ongoing maintenance of a comprehensive Unified Communications (UC) platform for Mossel Bay Municipality. The system aims to modernize and consolidate various communication tools—such as voice, video, messaging, and collaboration—into a single, scalable, secure, and interoperable platform. It should support open standards (e.g., SIP), facilitate seamless integration with existing systems (like CRM and ERP), and support both on-premise and cloud deployment options. The ultimate goal is to enhance operational efficiency, improve communication workflows across all departments, and ensure secure, reliable, and flexible communication services for the municipality's diverse operational needs.

Scope

The scope of the tender encompasses:

• Provision of a software-based UC system supporting voice, video, messaging, and collaboration tools.
• Installation, configuration, and deployment of the UC platform, including all necessary hardware, software licenses, and support services for a minimum of three (3) years.
• Support for both on-premise and cloud hosting, with options for deployment on platforms such as AWS, Azure, or equivalent.
• Provision of features including SIP-based telephony, auto-attendant, call routing, queuing, monitoring, recording, and analytics.
• Support for at least 48 concurrent voice calls, scalable up to 1,000 extensions, with flexible licensing models (per-user or per-device).
• Integration capabilities with existing communication channels and third-party systems such as CRM, messaging platforms, and helpdesk systems.
• Provision of training, documentation, and ongoing technical support, including rapid response for critical issues.
• Provision of detailed project plans, system architecture diagrams, and performance indicators for implementation and evaluation.

Technical Requirements

The technical specifications and requirements for the UC system include:

• Interoperability: Support for SIP open standards, compatibility with a wide range of IP phones, gateways, and SIP trunk providers.
• System Scalability: Support for a minimum of 48 concurrent calls, scalable to 1,000 extensions, with flexible licensing options.
• Core Features: Desktop and mobile applications (Windows, macOS, iOS, Android), softphone client, call parking, call transfer, call forwarding, call queuing, and detailed call logging.
• Auto Attendant & IVR: Multi-level IVR, customizable greetings, time-based routing, DTMF recognition, and fallback options.
• Collaboration Tools: Virtual whiteboards, file sharing, session recording, and seamless escalation to voice/video calls.
• Integration: Compatibility with Microsoft 365, Google Workspace, and CRM systems; open APIs for third-party integrations.
• Security & Data Protection: Secure storage and transmission of communication data, support for TLS/SRTP, and protection against common VoIP attacks.
• System Management: Web-based management console, remote provisioning, hot desking, scheduled backups, inbuilt failover, and standby licenses.
• Hardware & Infrastructure: Minimum server specifications for on-premise deployment (CPU, RAM, storage, network interfaces), with provisions for virtualization and backup power.
• Support & Maintenance: 24/7 support with a maximum 2-hour response time for critical issues, regular updates, and local support via certified partners.
• Performance & Reliability: System must be fully operational within 90 days of contract signing, with KPIs including system uptime, voice quality, and feature compliance.