Provision of Shoretel Telephony Maintenance and Support

Wyre Forest District Council wish to appoint a Contractor to provide Maintenance and Support for the Shoretel Telephony Infrastructure and software. The appointment will be by way of competitive Tender. Submissions are requested for both a 3 Year and 5 Year contract. Wyre Forest District Council (WFDC) under took a complete refresh of its Telephony infrastructure in 2011 and now uses Shoretel switches and associated software to deliver its telephony, Unified Communications and Call Centre requirements. WFDC currently run a ShoreTel IP telephony system. The system is currently running version 14.2 on a virtual server. All VOIP traffic has QoS and is fully encrypted across the network. The call centre is running on ShoreTel Enterprise Call Centre 9. Incoming and outgoing calls are routed down two 30 channel ISDN 30 lines. Home workers are linked back into the ShoreTel system via IP230g VPN handsets and a pair of ShoreTel 5300LF VPN concentrators. Additional functionality: • Conferencing and Instant Messaging facilities are provided by an SA-100 conference bridge • Call recording is provided by Computertel Carina Call Recording linked to our incoming ISDN30, only incoming calls to the call centre are recorded. • Text messaging is provided via Processflows TMS and is integrated with Outlook. • Call logging is provided via CTI Proteus system

The deadline for submission to Due North: http://procontract.due-north.com is 5pm Friday 9th September 2016

Additional information: The Council is using the e-procurement portal known as the Due North Pro-Contract portal https://procontract.due-north.com to conduct this procurement exercise. To gain access to the Invitation to Tender document, please visit the above website. Tenderers will need to electronically submit an expression of interest and an electronic copy of the ITT will be sent as an attachment. If you have any problems or queries gaining access to the Pro-Contract portal please contact The Service desk on 01670 597136 who are available between the hours of 08:30 and 17:30 Monday to Friday (excluding UK Public Holidays).