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HomeMy WebLinkAboutDS Teams Voice Implementation xantrion.com | (866) 926-8746 Confidential 1 Statement of Work City of San Rafael Teams Voice Implementation Proposal Date: May 16th, 2024 Table of Contents 1. Summary ........................................................................................................................................................................... 2 2. Prerequisites ..................................................................................................................................................................... 2 3. Deliverables ...................................................................................................................................................................... 2 4. Tasks & Scope of Work ..................................................................................................................................................... 2 5. Assumptions & Notes ....................................................................................................................................................... 4 6. Project Schedule ............................................................................................................................................................... 4 7. Project Budget .................................................................................................................................................................. 5 8. Payment Terms & Timing ................................................................................................................................................. 5 9. Acceptance ....................................................................................................................................................................... 5 DocuSign Envelope ID: 586E72F7-1A41-4724-8840-1221EB59E287 xantrion.com | (866) 926-8746 Confidential 2 1. Summary 1.1. Overview San Rafael wants to migrate their phone system from an end-of-life Shortel on-premise system to a VOIP cloud solution using a partnership between Microsoft Teams Voice and CallTower. San Rafael needs assistance strategically leading the migration project on behalf of the City to ensure a successful migration. 2. Prerequisites 2.1. Licensing Microsoft Teams Phone Standard for GCC or Microsoft 365 G5 GCC are required. 2.2. Compatibility Proposed phones, headsets, and webcams need to be compatible with Teams. 2.3. Participation Participation by Digital Services, the CallTower project team, and the Packet Fusion project team. 3. Deliverables 3.1. Implementation Plan and Hardware Decisions Come to an agreement on an implementation plan for migration schedule, hardware types for various roles, assist with porting or grant Xantrion porting authority, and assist with the communication plan. 3.2. Downtime Outages will occur during the porting of DIDs. 4. Tasks & Scope of Work The Xantrion project team will perform each of the following tasks: DocuSign Envelope ID: 586E72F7-1A41-4724-8840-1221EB59E287 xantrion.com | (866) 926-8746 Confidential 3 4.1. Research and Information Gathering 4.1.1. Assist PacketFusion with completing their Phase 1: Discovery portion of the agreement; tasks listed below: 4.1.1.1. Audit of existing telephone lines by Department and determine which lines are active. Identify which lines can be deactivated and will not be part of the migration. 4.1.1.2. Review staff needs by Department and determine phone types 4.1.1.3. Review As-Is environment 4.1.1.4. Inventory of existing lines by Department per user 4.1.1.5. Identify standards for determining which roles get handsets and which rely on PCs and mobile devices 4.1.1.6. Establish Department-level implementation plan 4.1.1.7. Review needs for phone trees, call queues, and architecture of Citywide phone network 4.1.1.8. Emergency Operations Center requirements 4.1.1.9. Police, Fire, Public Works, Code/Building Inspectors, Parking Services – out in the field communication requirements 4.1.2. Summarize the findings of the Phase 1: Discovery and provide recommendations to Digital Services for approval of an implementation plan 4.2. Xantrion Technical Configuration 4.2.1. Hardware 4.2.1.1. After hardware is selected, order equipment 4.2.1.2. Deploy up to 150 new physical phones 4.2.1.3. Remove and e-waste roughly 360 legacy phones 4.2.1.4. Remove and e-waste 18 ShoreTel switches 4.2.1.5. Decommission ShoreTel server 4.2.2. Networking 4.2.2.1. Implement LAN/ WAN network configurations recommended by CallTower and PacketFusion 4.2.2.2. Decommission legacy phone LAN/ WAN network configurations 4.2.3. Microsoft Identity and Security 4.2.3.1. Provision common area phone accounts 4.2.3.2. Configure conditional access policies for phones to securely bypass MFA requirements when located in trusted San Rafael facilities 4.2.4. Licenses 4.2.4.1. Evaluate licensing types, quantities required, and procurement options; recommend best choices 4.2.4.2. Execute the purchase of licenses with selected reseller 4.2.4.3. Assign Teams Phone System licenses to the appropriate users in the Microsoft tenant 4.2.5. Configure CallTower as an Operator Connect partner in the Microsoft tenant 4.2.6. Provide technical resources where gaps arise between CallTower and PacketFusion DocuSign Envelope ID: 586E72F7-1A41-4724-8840-1221EB59E287 xantrion.com | (866) 926-8746 Confidential 4 4.3. Create Documentation for Ongoing Support 4.3.1. Document Microsoft Teams Voice and CallTower configuration settings 4.3.2. Create documentation for provisioning DIDs, phones, auto attendants, call queues, etc. 4.3.3. Update Xantrion documentation for user provisioning and terminations for phones 4.4. Client Strategy, Project Management, Meetings 4.4.1. Create project in Xantrion Internal Systems 4.4.2. Allocate project technical and project resources 4.4.3. Schedule and attend project kickoff, discovery, and check-in meetings 4.4.4. Provide project planning documents and teams channel for collaboration 4.4.5. Audit, evaluate and document licensing requirements 4.4.6. Create implementation plan for approval for Digital Services 4.4.7. Create communication plan for staff 4.4.8. Manage CallTower and PacketFusion teams to ensure timeline of implementation plan is being met 4.4.9. Create migration schedule(s) and manage the DID porting process 4.4.10. Assign and schedule project tickets in Xantrion’s project management system 4.4.11. Review project progress, budget, and time entries 4.4.12. Request and follow up on quality assurance 4.4.13. Provide project closure 5. Assumptions & Notes • The quote assumes no more than 150 physical phones will be deployed by Xantrion. Webcams and headset deployment are not included in this quote. • The quote assumes that Packet Fusion delivers on their scopes of the proposal. If Xantrion is required to perform any of their responsibilities, there would be a change order request. • The labor costs associated with this engagement are an estimate. If, during the project, an overage in labor is anticipated, Xantrion will communicate this to the client stakeholder associated with the project, for approval before proceeding. 6. Project Schedule Milestone or Deliverable Party Timing Project Kickoff Meetings Xantrion/CallTower/PacketFusion/Digital Week 1 Requirements Gathering Xantrion/PacketFusion Week 2 - 3 Get approval for implementation plan Xantrion/CallTower/PacketFusion/Digital Week 4 Supervise Migration Xantrion/CallTower/PacketFusion Week 4-8 DocuSign Envelope ID: 586E72F7-1A41-4724-8840-1221EB59E287 xantrion.com | (866) 926-8746 Confidential 5 Create/Update Documentation Xantrion Week 4-10 Quality Control Review & Project Closure Xantrion Week 10 7. Project Budget Xantrion Labor One-Time Costs Total Estimated Cost Not to Exceed: $57,000 Total One-Time Cost Total $57,000 8. Payment Terms & Timing The labor costs associated with this engagement will be billed on a “Not to Exceed” basis. If the scope of the project expands, a change order may be issued. An invoice will be generated based monthly for work completed. 9. Acceptance The terms and conditions of the General Service Agreement apply in full to the services and products provided under this Statement of Work. Signed Printed Title Company Date DocuSign Envelope ID: 586E72F7-1A41-4724-8840-1221EB59E287 City of San Rafael Assistant City Manager Angela Robinson Piñon 6/12/2024