- What type of sets can be used with VoIP? Only Spirit VoIP sets? Cordless analog sets?
- How are VoIP phone numbers, physically moved by users without our knowledge, tracked for 911 updates and for keeping database records accurate?
- Will Spirit assist in the needs assessment and cut over processes to VoIP?
- Where will the inventory for the VoIP equipment be maintained?
- Will the VoIP work order and trouble reporting processes be handled by the Charleston CIO Office? If not, explain new procedures for VoIP and Spirit.
- Confirm that we can install VOIP in just an office, just entire building, or the entire campus.
- How will the network upgrade needed to support this additional traffic be funded?
- How will the VOIP phones be powered at the desk location and will a UPS be provided within the phone?
- Who secures the VOIP solution including compliance with federals regulations?
- What are the maintenance outage procedures?
- How will faxing work with the VOIP solution? Will faxing work on VOIP since faxes use analog lines? Will we still have to have analog for this type of service? Alarms? Elevator emergency lines? Service level agreement from CIO and/or spirit?
- UPS battery backups needed?
- What is the voice mail retention?
- Is Outlook 2007 required?
- Who is going on the system?
- What is the impact on bandwidth?
- Is UPS a requirement?
- Is managed MPLS service required?
- Is EC500 tied to a particular cell phone vendor?
- Will EC500 calls/minutes be charged against my cell phone minutes?
- Are wireless phones available?
- Do we have the option of purchasing or leasing the phones?
- Is there a softphone offering?
- Is there a cordless phone option?
- Will there be call center training?
- How will this offering benefit smaller agencies [less than 20 employees]?
- What is the minimum cabling requirement?
- Can voice mail messages be forwarded from the legacy to IP platform if not all sites have migrated?
- Is Spirit managing down to the port level?
- What does Unified Messaging work with [i.e., Groupwise?]
- How are network assessments handled for multi-building complexes?
- Will we be able to get call detail on local calls?
- What about long distance usage reports?
- Is SIP supported/required?
- Will I have to pay for a network assessment? How much?
- What is the minimum bandwidth?
- What is the cost of QoS?
- Can I change my own features without a service order?
- Who supports phone sets?
- Can we grandfather existing IP phones we already have?
- When will Phase I / Phase II of Spirit's Order Management System be ready? Do I have to use it? Is it secure?
- Are there redundant communication servers?
- Can IP phones be password protected?
- Is there a base install charge when installing multiple phones?
- If my T-1 is already "full" or close to maximum utilization, will I need to upgrade the circuit?
- Can I use compression to reduce bandwidth needs?
- What is considered "long distance"?
- Can I keep unlisted numbers?
- What types of charges are associated with the new phones: install, software changes, etc?
- Can I use DSL? What about backup wireless, etc.
- How can I establish redundancy/backup?
- Is there a cost for the cost analysis?
- How is Spirit providing access to devices such as fax machines?
- Does integrated messaging require an appliance or connection to Exchange?
- Can I re-use existing analog sets?
- Can I get anything for old phones?
- How long is this contract?
- How do I get IP addresses to phones inside my network?
- Are Cisco phones certified?
- What if I have employees who work in the office of another agency?
- Will same equipment be deployed in all areas [local telco]?
- What if I move a phone to another location?
- Will calling cards still be in effect?
- Will long distance overage be billed at the current rate?
- What encompasses unified messaging?
1. What type of sets can be used with VoIP? Only Spirit VoIP sets? Cordless analog sets?
Spirit has a wide range of sets available. Currently the following IP Phones are certified:
AVAYA: 1603,1608,1616,4602,4610,4621,4625,9610,9620,9630,9640,9650,4690
Cisco: Not at this time Spirit working to certify on network
Polycom: None at this time Spirit working to certify on network
2. How are VoIP phone numbers, physically moved by users without our knowledge, tracked for 911 updates and for keeping database records accurate?
Every physical location has a unique IP address assigned to it on the MPLS network. These unique IP addresses are tied to the main BTN number for 911 purposes. In the event of an Emergency the Communication Manager will send the number and addresses from the specific site where the phone is currently registered within the State MPLS network. In non-emergency operation the caller id and caller name are sent instead of the BTN. We will also be able to physically track the numbers and phones by registered IP address.
3. Will Spirit assist in the needs assessment and cut over processes to VoIP?
Spirit will provide the needs assessment and documentation to support it to the agency. Spirit will also provide a detailed implementation plan for each cutover.
4. Where will the inventory for the VoIP equipment be maintained?
The inventory of IP equipment will be maintained by Spirit.
5. Will the VoIP work order and trouble reporting processes be handled by the Charleston CIO Office? If not, explain new procedures for VoIP and Spirit.
Spirit Communications is the single point of contact (SPOC) for all orders and troubles relating to IP Telephony.
Spirit Communications Account Team members will meet with all agencies and universities to begin the discussions to IP Telephony. The Account Team will first complete a cost analysis which compares the current local service and long distance environment with the new IP Telephony environment.
Once this is reviewed with the customer, a network assessment will be ordered by Spirit. The results and recommendations will be reviewed with the customer and posted to a web site for future reference. Once any updates to the network infrastructure is complete and the network is certified, then IP Telephony orders can be issued.
Spirit Communications Account Team members will review telephone sets, button appearances, features, etc with each agency and institution as the time approaches to enter the orders.
All VoIP orders will be entered and worked through the new on-line Spirit Order Management System (SOMS). Spirit will provide training on this new system to all agencies and universities.
Troubles will be reported, monitored and closed by the Spirit Network Operations Center.
6. Confirm that we can install VOIP in just an office, just entire building, or the entire campus.
Yes to all of the above. However the users will need to understand all of the ramifications of doing individual office to VoIP as it relates to Dial-Plan etc..
7. How will the network upgrade needed to support this additional traffic be funded?
A network assessment will be conducted by Spirit or CIO personnel. If needed, the upgrade will be funded by the agency.
8. How will the VOIP phones be powered at the desk location and will a UPS be provided within the phone?
This will be part of the network assessment. Our recommendation is POE in the LAN so that this becomes a non issue. If a UPS is required it will be funded by the Agency.
9. Who secures the VOIP solution including compliance with federals regulations?
The VoIP solution is based upon a private, secure, MPLS network. Security of the VoIP platform hosted at Spirit Communications is the responsibility of Spirit.
10. What are the maintenance outage procedures?
The Following is our maintenance outage procedure. This is how downtime is scheduled.
Routine maintenance outages:
Spirit Communications will perform service-affecting routine and preventive maintenance activities in the following manner.
1) Seventy-two (72) hours notifications will be sent via E-mail to customers and CIO if so desired
2) A detailed Method of Procedure (MOP) will be provided to the customer prior to any such activity being performed
3) All maintenance activity and MOP activity will be under the direction and management of Spirit Communications Network Control Center (NOC).
Technology refreshes:
Software releases, maintenance patches and any potential service affecting enhancements will be handled in same above manner.
Intrusive testing and troubleshooting:
Spirit Communications will perform testing and troubleshooting procedures only when permission from the customer has been provided.
Planning process:
Joint round-table discussions will be held during CofC /Spirit Communications meetings in order to maximize input from end CofC and allow customer input for improved efficiencies. These monthly meetings will also be a forum to discuss proactive and preventative maintenance programs.
Emergency maintenance notification:
Spirit Communications may elect to perform emergency maintenances to eliminate potential outages. Sufficient notifications will be sent but may be inside of the normal seventy-two (72) hour notice. Emergency maintenance windows will only be scheduled with Spirit Communications management approval.
11. How will faxing work with the VOIP solution? Will faxing work on VOIP since faxes use analog lines? Will we still have to have analog for this type of service? Alarms? Elevator emergency lines? Service level agreement from CIO and/or spirit?
There are different ways to provide fax service and that will determine the type of line required. There are analog interfaces/adapters on IP systems. As part of the Network Assessment we may recommend Alarm Lines/Modems/Emergency Lines remain on Analog 1FB(s). Some of these can move to analog interfaces/adapters as determined by end user requirements.
12. UPS battery backups needed?
Environmental requirements will be included in the documentation during network assessments. UPS Power is recommended.
13. What is the voice mail retention?
Spirit Communications offers 3 options for voice mail storage. Voice mail is retained indefinitely until deleted. However, when voice mails surpass the mailbox limit, no additional voice mail messages can be left.
Basic voice mail 15/2:00 messages
Extended voice mail 40/2:00 messages
Expanded voice mail 100/2:00 messages
Customers also have the option of adding unified communications to the voice mailbox of choice. Unified communications integrates voice mail as a wave file in a users e-mail box. A user can save the wave file and then delete the message from the voice mailbox, thus freeing up the mailbox space.
14. Is Outlook 2007 required?
No
15. Who is going on the system?
The new IP Telephony Contract is available for all State Agencies and Universities in the State of South Carolina. City/County Governments and the K-12/Library community can also utilize this new contract.
16. What is the impact on bandwidth?
The Bandwidth on a per call basis is approximately 84 kb full duplex. Spirit also offers compression (G.729) which would reduce the bandwidth impact to approximately 28 kbps per call.
17. Is UPS a requirement?
Not a requirement, but a strong recommendation.
18. Is managed MPLS service required?
MPLS is required but managed router service is not.
19. Is EC500 tied to a particular cell phone vendor?
No
20. Will EC500 calls/minutes be charged against my cell phone minutes?
If a call is extended to your cell phone, yes.
21. Are wireless phones available?
Yes
22. Do we have the option of purchasing or leasing the phones?
Yes. You can purchase or Lease the IP Phones. Lease terms are for 24 and 36 months.
23. Is there a softphone offering?
Yes, a license will have to be purchased for each soft phone user.
24. Is there a cordless phone option?
Yes
25. Will there be call center training?
Yes
26. How will this offering benefit smaller agencies [less than 20 employees]?
Smaller agencies will have many benefits related to IP Telephony. These benefits include simplified infrastructure, reduced operating costs,improved productivity, statewide feature set and integrated local and long distance service.
27. What is the minimum cabling requirement?
CAT 5
28. Can voice mail messages be forwarded from the legacy to IP platform if not all sites have migrated?
No
29. Is Spirit managing down to the port level?
No
30. What does Unified Messaging work with [i.e., Groupwise?]
Groupwise and Outlook
31. How are network assessments handled for multi-building complexes?
Network assessments are conducted on a per LAN network basis. If a LAN network spans multiple buildings but is considered one network then the assessment will be based on the number of LAN ports in the network.
32. Will we be able to get call detail on local calls?
No
33. What about long distance usage reports?
Yes
34. Is SIP supported/required?
SIP is supported and will be primary protocol. H.323 will also be supported.
35. Will I have to pay for a network assessment? How much?
Customers will incur a one-time charge for the network assessment.
The charge for the network assessment is based on the users at each site:
1 100 users $ 900.00
101 999 users $ 1,800.00
1000 more users $12,000.00
36. What is the minimum bandwidth?
T-1 MPLS with Premium QoS
37. What is the cost of QoS?
Premium QoS is an element of the MPLS contract. The additional amount for premium QoS is dependant on the speed of the access circuit.
38. Can I change my own features without a service order?
No
39. Who supports phone sets?
All phones purchased from Spirit Communications will have a one year warranty, after that year there is an optional maintenance fee based on each individual phone. If a phone is leased the maintenance service is mandatory.
40. Can we grandfather existing IP phones we already have?
Those phones will have to be certified and approved on Spirits AVAYA Platform. This will be answered on a case by case basis.
41. When will Phase I / Phase II of Spirits Order Management System be ready? Do I have to use it? Is it secure?
Phase I will be available to the new IP customers immediately following their transition to the new IP platform. The initial transition will be handled by a project manager from Spirit and will be entered into this order entry system by Spirit. After the initial transition all MACD orders will be entered by the customer. The training in this system will be conducted by agency and scheduled as a standard task during process phase.
Phase II will be available by approximately December 1st. This phase will allow all customers to enter their current CIO PBX orders into the same portal they enter their IP orders. This phase will also allow trouble reporting via the same portal. The training for this function will be performed at the same time as initial transition project Phase I training for all agencies transitioning a site after December 1st, 2008.
42. Are there redundant communication servers?
Yes
43. Can IP phones be password protected?
No
44. Is there a base install charge when installing multiple phones?
Yes, $25.00 per phone.
45. If my T-1 is already full or close to maximum utilization, will I need to upgrade the circuit?
Yes
46. Can I use compression to reduce bandwidth needs?
Yes
47. What is considered long distance?
LATA wide is free
IP Phone to IP Phone is free
Calls to other LATAs that are not IP phones on the network are long distance
Interstate is long distance (free minute pool applies)
International minutes are not a part of the pool
48. Can I keep unlisted numbers?
Yes
49. What types of charges are associated with the new phones install, software changes, etc?
Just a $25.00 Installation fee per phone.
50. Can I use DSL? What about backup wireless, etc.
DSL backup and wireless backup can be used but voice quality may be severely impacted. When operating in this mode.
51. How can I establish redundancy/backup?
There are several different methods for establishing redundancy and backup to your primary service. One option is to select Surviable DT as an option for your location which will allow you to make and receive calls even if your MPLS service is down. Another method would be to purchase MPLS DSL backup into the MPLS network in the event your primary MPLS link failed. In the event of a failure you could have calls routed to Auto Attendant and have them answered at another office that is still operating. There are many other options available and it would be best to bring this issue up in meetings with your Spirit team prior to the Network Assessment.
52. Is there a cost for the cost analysis?
No
53. How is Spirit providing access to devices such as fax machines?
We are terminating FAX lines and overhead paging requirements into Avaya gateways designed for this application. These calls are then converted to IP and ride the MPLS network like other VoIP calls.
54. Does integrated messaging require an appliance or connection to Exchange?
Integrated messaging requires a client/applicant on the end-users workstation.
55. Can I re-use existing analog sets?
No
56. Can I get anything for old phones?
Check with Div. of State Information Technology.
57. How long is this contract?
Five year with two one-year renewals.
58. How do I get IP addresses to phones inside my network?
Spirit Communications will assign a unique block of IP addresses for each network/location that customers can distribute via DHCP pools on a VLAN for VoIP only. If required customer can also utilize static IP addresses on a per phone basis.
59. Are Cisco phones certified?
Not at this time.
60. What if I have employees who work in the office of another agency?
It may depend on how those employees are connected back to the network. Do they utilize the LAN of the Host agency? Do they have their own network which connects back to your host? These types of questions are normally resolved during the network Assessment.
61. Will same equipment be deployed in all areas [local telco]?
No, equipment deployed is site specific.
62. What if I move a phone to another location?
The customer will be responsible for the E-911 information to be updated for emergency purposes.
63. Will calling cards still be in effect?
Yes
64. Will long distance overage be billed at the current rate?
Yes
65. What encompasses unified messaging?
This is an addition to the voice mailbox that a user chooses. Voicemail is integrated with your PC (your email inbox) via a wave file that can be saved and stored independently from the voice mailbox. Unified communications (messaging) also allows the Find Me, Follow Me feature.
What Our Clients
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"Working with Spirit Communications has been one of the best decisions I have made in my 20 plus years of being in the technology field. Each and every employee we work with from the field to the corporate office has been professional and cares about us as a customer but treat us like family."
