This serves as Addendum No. 3 and becomes part of the original Request for Proposals package. It must be signed and returned with your RFP response. The Proposal deadline will remain the same.
QUESTIONS:
*Answers below italicized.
1. Is there a registration process that vendor needs to do to be able to bid on this RFP?
No, there is no registration process to submit a bid.
2.Per the RFP section “i. Organizational Background” you stated “We currently support approximately 176 users”. Is there anything additional that I need to take into account for the proposal like:
- 176 Premium users lines- ICLS frequently adds new staff, so number of
users will increase. - Conference rooms- Not needed.
- Common Area (Breakrooms, hallways, lobbies etc)- Not needed.
- Miscellaneous lines (Door buzzer/Elevators/Overhead PA Systems etc.)-
Not needed. - Fax lines 14 fax lines
- Buildings- 3 total buildings. Telecommunications are not needed for buildings.
3.Can the RFP response be submitted as a standard PDF document including the proposal?
Yes.
4.Call routing by location, schedule, or staff availability. Define requirements for “Staff availability”. We have FindMe to customize how calls route to a user. Can do this based on time-of-day, or whitelist. It does not work based on user status (i.e. DND, offline, etc). We can do routing based on location (number dialed, or area code of customer calling), and of course schedule.
We have general staff availability between 8:30 a.m-5:00 p.m. Intake lines are available from 8:45 a.m.-4:45 p.m.
5.Call queues, overflow routing, and voicemail management. Define voicemail management. Can manage user’s voicemail settings from admin panel, but not delete their voicemails or listen to them as admin. –
a. Call routing: Interested in a system that can handle all inbound calls. For call routing, we need to route calls based on location and department or predefined call flows that we create.
b. Call Queues: Call queues require the ability to place callers in a queue when staff are unavailable. They should hear hold music or option for recorded message when on hold. Also like to explore options for callers to leave a call back number if all lines are busy.
c. Overflow routing: Regarding overflow routing, if the call is not answered or routed within a defined time frame the system must allow the call to go to another staff member or location OR leave call back number. If they call and all lines are busy, we want them to be able to leave a call back number.
d. Voicemail management: staff can manage their own voicemail.
6.Call analytics and reporting. Can we get more details on what type of analytics and/or reports are most important to them? We need basic call analytics to help determine and see detailed records for inbound and outbound calls to clients.
7.Secure data transmission and controls. Define secure data. Is this encrypted calls (SRTP/SSL)?- We want encrypted calls.
8.From an end user requirements perspective, how many of the end users require a Mobile Application, Desktop App, Softphone etc. vs just having a Phone with Voice Mail/Voice Mail to Email? What is the % mix? No softphones. 100% desktop app with possibility of using a mobile application.
9.How is the system currently Trunked today, or more specifically, what’s the max number of concurrent calls you receive at one time. – We receive on average 400 calls per day with 122 accepted calls.
Proposals are due Monday, March 16, 2026.
Acknowledgement of Receipt of Addendum #3