LFCHD Voice over IP Phone System

Click below to download the request for proposal.


If you have issues posting your response please email rfp.voip@lfchd.org.

Questions will be accepted until March 1st 2024 at 11:59 pm. All answers will be posted below.


Question: What is the highest total number of agents that could be on the phone at any one given time?

Answer: Over the past 30 days we have a max of 8 agents signed on at the same time. I would, however, plan for at least 10.

Question: At peak, what is the highest number of concurrent calls?

Answer: I am unable to run a report that will tell me the highest number of concurrent calls, however we get an average of 130 calls daily.

Question: What term would you like to see on the proposed agreement and contract with the proposed Cloud Based Phone System?

Answer: We can sign up to a 5 year contract.

Question: Do you prefer monthly or annual billing?

Answer: We do not have a preference.

Question: For phone devices, do you want to purchase them or rent them?

Answer: I think I would prefer that we purchased the devices. However, if it’s not too difficult to include both prices then do.

Question: What is the existing phone system?

Answer: It is currently a cloud based hosted system.

Question: Who is the current telco service provider?

Answer: Broadcom

Question: How many numbers will need to be ported?

Answer: 300-400 numbers.

Question: Dedicated phone cabling? If so, is it Cat 5 or better w/ RJ-45 terminations at each end?

Answer: yes to both.

Question: Do they have gigabit PoE network switches w/ open ports for all phones?

Answer: yes

Question: What type of Internet Services are at both offices and who are the ISPs?

Answer: dedicated 1GB bi-directional fiber, Metronet and Accelecom are the providers.

Question: What type of equipment will be required?

Answer: We will need only phones and fax ata devices.

Question: Do they currently have telephones or softphones today?

Answer: Mix of both, but mostly physical phones.

Question: If so, what are they using?

Answer: Currently using Webex as softphones and polycom phones for physical phones.

Question: Are they experiencing any call quality issues currently? 

Answer: Not currently.

Question: Can the company use a shared web-fax account or does each user need an individual one? 

Answer: We currently share 14, or so, shared fax numbers.

Question: How many call center agents?

Answer: 1 call center 20 agents.

Question: When would they want the installation (during business hours, weekends, etc.)?

Answer: After hours would be best.

Question: Can LFCHD provide details of the phone extensions list in number 7 by location (desk phone, conference room, breakroom, or other location)?

Answer: Yes

Question: How many of the extension use 3-digit or 4-digit dialing?

Answer: All of our extensions are 4 digit extensions.

Question: If 4 or more, are they open to moving away from it and just using Dial by name or hot keys on a desk phone? 

Answer: Yes, I think this would be ok.

Question: How many current desk phones are in use and what are their makes and model?

Answer: Phone models are Polycom VVX-311 PoE  qty 105, VVX-411 PoE qty 22, VVX-501 qty 10.

Question: Are there any overhead paging requirements?

Answer: Yes

Question: Do any of the digital faxes connect to an analog fax machine?

Answer: They are fax ata boxes.

Question: Do you have a hybrid workforce? Meaning, do any of the remote workers also work in the office a few days per week? If so, how many are hybrid vs how many are fully remote?

Answer: Yes, up to 40 employees.

Question: Would you like to have the telephones shipped or delivered to your office that would arrive
pre-programmed for your staff to deploy (As in swapping out the old phone for new ones)?

Answer: Yes, if possible.

Question: Would you like our team to do an onsite installation?

Answer: No.

Question: Would you want the new telephones shipped (also pre-programmed) to your WFH/Remote

Answer: No, we do not need phones shipped to WFH/REMOTE staff. We will use a softphone or application for offsite staff.

Question: Do you prefer end user training? Some options include: Live/in-person, we provide end user tutorial videos, video conference with a trainer?

Answer: For our needs some video conference training with a trainer would be helpful and also end user training videos would be helpful to be of reference.

Response Form

Complete the form below to submit your response. All responses will remain sealed until March 8th 2024 at 5:00 pm EST.

This RFP has expired, and is no longer accepting responses.