Cerium Networks_ Proposal Response_for Unified Communications as a ServiceCity of Kalispell
Request for Proposal
for
Unified Communications as a Service
Submitted By:
Cerium Networks, Inc.
Contact:
Krystle Shoop
kshoop@ceriumnetworks.com
(509) 344-5834
June 2, 2023
City of Kalispell
Unified Communications as a Service RFP 6/2/202
Contents
Cover letter
3.3.1 General Information ............................................................................................................................ 1
3.3.2 Relevant Company Experience ............................................................................................................ 1
3.3.3 Company Qualifications ....................................................................................................................... 3
3.3.4 Contract Understanding and Approach ............................................................................................... 3
3.3.5 Approach to Contract Management .................................................................................................... 4
3.3.6 Proposal for Project ............................................................................................................................. 4
3.3.7 Other Factors ..................................................................................................................................... 15
Appendices
Appendix A
Cerium Organization Chart
Proposed Team Resumes
Appendix B
Solution Design Drawings
High-Level Design Visualization
Platform Operational Modes
Appendix C
Signed Exhibit B Data Security Certification
June 2, 2023
City of Kalispell, MT
City Clerk
201 First Avenue East, Kalispell, MT 59901
RE: Unified Communications as a Service RFP
Cerium Networks Inc. (Cerium) appreciates the opportunity to respond and participate in the City of
Kalispell’s RFQ for UCaaS. We believe the Cisco Webex Calling solution we are recommending is the best
fit for fulfilling your current needs, with the flexibility and extensibility to achieve your long-term
objectives. We also believe that Cerium is the best technology partner to deliver the business outcomes
you need to get the biggest return from your technology investments.
The proposed Webex Calling cloud-based phone system will provide the City with essential business
calling capabilities for desktop, mobile, and remote workers, delivered from Cisco’s global Webex
collaboration platform. Webex Calling leverages cloud delivery to provide flexibility, rapid innovation,
predictable operating expenses, and instant scalability. Our design offers enhanced security and
compliance, high availability, and resilience while delivering cost savings and accelerated adoption.
Cerium acknowledges receipt of Addendums 1 and 2.
Cerium is a trusted technology partner to hundreds of organizations across the Western United States. Our
consultative approach, deep technical expertise, and strong strategic partnerships with tier-one manufacturers
enable us to address complex challenges with cost-effective real-world solutions. We are driven by a passion
for providing exceptional service and delivering results exceeding your expectations. Our extensive skills
and experience set us apart as the ideal partner for this project.
Thank you for considering our proposal. On behalf of the Cerium Networks team, we look forward to
building a mutually successful partnership with the City and helping you align your technology
investments with your business objectives.
Best Regards,
Jamie Harris
Cerium Networks
Director of Technical Response
jharris@ceriumnetworks.com
(800) 545-3324
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3.3.1 General Information
Description of Company
Founded in 2000, Cerium Networks is headquartered in Spokane, WA, and operates from seven offices across the Northwest and in the Philippines, including Seattle, Spokane, Beaverton, Boise, Billings, Helena, and with our support centers located in Spokane, WA and in Manilla Philippines. We employ
more than 190 of the most elite and highly skilled professionals in the industry. We offer a broad
portfolio of unified communication and collaboration solutions, contact center platforms, enterprise data center and networking infrastructure, and security solutions for mid-sized to large-sized organizations across all industry sectors. Cerium provides proactive managed services and dedicated IT
support, user adoption and training services, application development, and a wide range of consulting
services, from network and security audits and assessment to planning, development, design,
implementation, and integration services.
Legal company organization; organization chart with names
Legal Company Name: Cerium Networks, Inc.
Cerium Networks, Inc. (Cerium) was launched in the State of Washington in October of 2000, became a Washington “S” corporation in 2005, and was Incorporated in the State of Washington in January of 2006. Cerium’s organization chart is included as an attachment to our response in Appendix A. Note this
organization chart has been modified to illustrate the roles relevant to this response.
List of applicable Montana Licenses
Cerium is licensed and authorized to operate in all 50 states of the United States. Cerium Networks, Inc. is registered in Montana with an entity type of Foreign Profit Corporation with a status of Active-Good Standing. Filing number F048893. Formed in Washington; qualification date 7/10/2006. Date Registered
12/23/2005. Registered agent: Noncommercial RA00235157.
3.3.2 Relevant Company Experience
a. Applicant’s overall reputation, service capabilities and quality as it relates to this Proposal.
At Cerium, we take immense pride in our unwavering commitment to excellence, which has earned us a
stellar reputation in the industry. As a leading UCaaS solution provider, we deliver unparalleled quality and exceptional service capabilities to our valued clients. We have a proven track record of successfully planning, designing, and deploying HIPPA, PCI, and CJIS-compliant solutions over 23 years. Our proven
processes for UCaaS projects transcend deployment methods, encompassing on-premises, cloud, and
hybrid, and are independent of specific considerations for different manufacturers. The following references provide a representative cross-section of different types of UCaaS solutions and different types of clients that demonstrate our qualifications relating to this proposal.
b. Provide three references.
Planned Parenthood
Cerium deployed Cisco Webex Calling and Webex Contact Center for Planned Parenthood’s
Northwest Division, including 28 locations across Alaska, Idaho, and Washington. Users were
migrated from legacy on-premises PBXs, legacy network telephony solutions, and Windstream to Webex Calling on Flex-3, 36-month subscription. Cerium helped with discovery, system design, device provisioning, migration, testing, pre-cutover services, post-cutover services, user adoption, training,
and administrative handoff for the secure, HIPPA-compliant Webex solution.
Contact: Sonny Pike, Director of IT, 206.328.7726 ext7726 Email: sonny.pike@ppgnhaik.org
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Logan Health – Kalispell MT
Logan Health (formerly Kalispell Regional Healthcare) is a 343-bed healthcare system located in Kalispell, Montana, serving more than 190,000 people within a geographical region of 20,000 square miles, employing over 4,000 team members. Cerium helped Logan Health with a phased deployment of a highly secure, HIPPA-compliant Cisco Unified Communication Manager to replace their aging
Nortel system. The new solution features Cisco Unity Connections, Cisco Emergency Responder, Cisco Unified Contact Center Express, and Calabrio Call Recording. The project included SIP Trunk redundancy to migrate Logan Health from TDM to Highly Available SIP Trunks. The phased deployment ensured a seamless migration with minimal impact on users. Cerium user adoption and
training services played a crucial role in helping users leverage the full potential of their new systems. Cerium also worked with Logan Health to replace over 1,400 phones. Cerium provides Logan Health with proactive managed services and dedicated 24x7x365 support.
Contact: Jay Metzger, IS Technical Manager - Email: jmetzger@logan.org *
* Please note- Logan Health’s preferred method of contact is email.
City of Bellevue, WA
The City of Bellevue engaged Cerium Networks to assist with its migration from Skype to Microsoft
Teams. Cerium provided planning, delivery, and support services rooted in Microsoft’s Operational Framework. Cerium installed and configured a pair of high-availability AudioCodes M800C session border controllers (AudioCodes for survivability same as for City of Kalispell) for use with Microsoft Teams Direct Routing and the City of Bellevue’s SIP phone services provider. Cerium created the
necessary hybrid configurations between the existing Skype for Business on-premises system and
Teams located in Office 365. Microsoft Teams services were configured including Enterprise Voice, Conferencing, Communications Credits, and E-911 services. Cerium then created a single Teams-Based Auto Attendant and Call Queue. Cerium provided first day of business helpdesk support to
handle any project-related issues during the proof-of-concept phase. The Cerium Learning Center
provided two sessions of classroom-based training and provided as-built documentation for the solution. Cerium is engaged in ongoing projects with City of Bellevue.
Contact: Garrett Solberg, Network Services Manager, 415.452.6980, email: gsolberg@bellevuewa.gov
Wyo-Ben
Having previously implemented Webex Meeting and Webex Messaging for Wyo-Ben, Cerium, is in the
process of implementing Webex Calling for Wyo-Ben, a manufacturing company headquartered in
Billings, MT and with five locations. Wyo-Ben is migrating from an out-of-date, on-premises Cisco solution to Cisco Webex Flex-3 subscriptions for simpler administration, rapid feature deployment, and greater resiliency. The project includes converting their current PSTN services to Zayo for direct connections with Webex calling plan services through number porting activities and new number
acquisitions. In addition to cut-over, configuration, and migration services, Cerium will provide post-
cut services, training and adoption services, and ongoing managed services.
Contact: Dan Reas, Information Systems Manager, 406.869.8301, email: dreas@wyoben.com
c. List and describe any litigation; arbitration; claims filed by your firm.
Not applicable. In over 23 years in business, Cerium has never been involved in litigation, arbitration, or claims filed against us due to a contract dispute or negligence claims.
d. Applicant’s capacity and intent to proceed without delay if selected
Cerium has a dedicated team of professionals committed to delivering high-quality results in a timely and efficient manner. We have the resources and expertise to take on this project and deliver exceptional outcomes in the proposed timeline.
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3.3.3 Company Qualifications
a. Describe the company’s history in the industry.
With over 23 years of proven experience delivering unified communication, team collaboration, and contact center solutions, Cerium has established its reputation as a reliable and capable technology partner. Our extensive experience and depth of knowledge enable us to exceed customer expectations
and deliver exceptional results. We are strategically aligned with and maintain the highest certifications
with a wide range of industry-leading technology manufacturers, including Cisco Gold Certified Partner,
Microsoft Partner Gold Status, Dell Technologies Gold Partner, and Avaya Diamond Edge Partner.
We have a proven track record of helping government agencies of all sizes modernize their mission-
critical infrastructure systems to improve services and provide innovative user experiences. We
understand the unique challenges faced by government agencies, and we know the ins-and-outs of designing and deploying state-of-the-art systems. State and local government agencies partner with Cerium because of our depth of experience and proven success in delivering and supporting cost-
effective solutions that optimize their technology investments.
b. Briefly describe certifications and licensure held by the company in the state of Montana.
Cerium Networks, Inc. is registered in Montana with an entity type of Foreign Profit Corporation with a status of Active-Good Standing. Filing number F048893. Formed in Washington; qualification date
7/10/2006. Date Registered 12/23/2005. Registered agent: Noncommercial RA00235157.
c. Identify all short-term and long-term subcontractors and their roles in the proposed solution.
Not applicable. Cerium will not be using subcontractors to deliver the proposed solution.
d. Identify all 3rd party vendors and their role in the proposed solution.
Not applicable. Cerium will not be using 3rd party vendors to deliver the proposed solution.
3.3.4 Contract Understanding and Approach
a. Describe your understanding of the scope of work and your particular expertise in this area.
Years of experience have provided Cerium with valuable insight into the specific tasks, responsibilities,
and resources needed to successfully roll out new UCaaS solutions. Having completed dozens of UCaaS
projects for clients across all industry sectors, we understand the complexities of UCaaS and know there is no one-fits-all solution. Our extensive project management and quality control expertise in providing tailored UCaaS solutions enables Cerium to proactively identify potential risks, remove obstacles, and
ensure a non-disruptive migration. Cerium can provide end-to-end support, from planning, design, and
implementation to user adoption and ongoing maintenance and support.
Cerium is a Cisco Gold Certified Partner with several partner specializations reflecting our depth of skills across Cisco’s wide range of technologies and
architectures. Cerium’s strategic partnership with Cisco and our specialized
knowledge of Cisco technologies and best practices ensure quality and reliable results. With access to the latest training and resources from Cisco, Cerium has a high level of technical expertise and can provide you with the
best possible solutions and services. Our close strategic relationship with
Cisco enables Cerium to provide our clients with the latest Cisco hardware, software, and services. With direct access to Cisco’s technical support resources, Cerium support engineers can quickly resolve any issues that may arise. Cerium experts have earned over 125 Cisco
Certifications, including:
• Cisco Certified Network/Design Associate (CCNA/CCDA)
• Cisco Certified Network/Design Professional (CCNP/CCDP)
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• Cisco Certified Internetwork Expert (CCIE) credentials in Security, Routing and Switching,
Collaboration, and Voice
Resumes of key project personnel are provided in Appendix A.
b. Identify any potential issues your company may face in providing services within Flathead County.
Cerium is well versed in working in Montana and the potential challenges traveling to and from sites in
Flathead County, including:
• Geographical Challenges: Flathead County is a large, somewhat remote, rural area with rugged
terrain and limited infrastructure.
• Seasonal Variations: Flathead County can experience severe weather conditions which may
hamper travel.
c. Identify and discuss methods to mitigate these difficulties.
With UCaaS solutions, such as Webex Calling, the majority of monitoring, management, and support activities are performed remotely. However, in the rare event onsite support is required, Cerium has the local resources to overcome travel challenges. With an office in Helena and our headquarters
strategically located in Spokane, we have abundant resources less than a four-hour drive from Kalispell.
3.3.5 Approach to Contract Management
a. Describe your approach in initiating and establishing the service that meets the City’s needs.
Cerium takes a consultative approach to ensure our service meets our client’s needs. We will work hard
to understand your business objectives and challenges to provide customized solutions that address your specific requirements. We will be responsive, reliable, and proactive in addressing your inquiries and concerns. We will strive to exceed your expectations at every interaction and regularly solicit
feedback from the City to understand your satisfaction levels, identify areas for improvement, and
refine our services. Cerium will provide you with a mechanism to formally escalate issues to appropriate resources for resolution in the unlikely event our service is not meeting your needs.
b. Describe systems used for planning, scheduling, estimating and managing manpower.
Cerium understands that effective resource planning is essential to the success of any project. We have
extensive project planning experience and robust capacity planning tools that enable us to accurately measure and forecast utilization and capacity for each resource role.
c. Describe the firm’s experience in maintaining training and certifications of personnel.
Investing in our solution architects, engineers, developers, and project managers is a core Cerium
business strategy. Cerium has specific programs and incentives that encourage our employees to get certified and supports them through the training and certification testing process and rewards them for their accomplishments.
3.3.6 Proposal for Project
a. Provide a work schedule with beginning and ending times that meet the scope criteria.
Task Start Finish
PLAN 06/30/23 09/29/23
Project Kick Off 06/30/23 06/30/23
Equipment Procurement And Shipment 09/25/23 09/29/23
Discovery 07/03/23 07/14/23
IMPLEMENT 09/04/23 10/23/23
Flex Subscription RTU Activation (Initial Onboarding) 10/02/23 10/02/23
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Cisco Voice Gateway 10/02/23 10/04/23
Deploy - ISR Installation (Cerium Installation) 10/02/23 10/02/23
Configure - SIP/Cube Configuration Standard 10/03/23 10/03/23
Configure - Survivable Remote Site Telephony (SRST) 10/04/23 10/04/23
Webex Services 10/05/23 10/11/23
Initial Control Hub Provisioning 10/05/23 10/05/23
User Import - Directory Connector Service Enablement (LDAP Sync) 10/06/23 10/11/23
Webex Calling 09/04/23 10/23/23
Discovery & Station Review (Engineering-Led) - 250 Users 09/04/23 09/04/23
Site Provisioning - Per Site Or Location 10/05/23 10/05/23
Device Provisioning - Advanced (Per Device) 10/06/23 10/09/23
Hunt-Group Provisioning 10/06/23 10/06/23
Auto-Attend Provisioning - Standard - (Each) 10/09/23 10/10/23
Sip Trunk & Dial-Plan Configuration To Local SBC 10/11/23 10/12/23
Phone Placement 10/12/23 10/16/23
Day 1 10/12/23 10/13/23
Day 2 10/13/23 10/16/23
Enhanced E911 Configuration (RedSky) 10/12/23 10/13/23
Cutover Activities 10/12/23 10/17/23
Go No Go 10/12/23 10/13/23
Go Live 10/16/23 10/17/23
Post Cut Services 10/17/23 10/23/23
Day 1 Technical Support (3 days) 10/17/23 10/20/23
Administrative Hand-Off 10/20/23 10/20/23
AudioCodes Knowledge Transfer 10/20/23 10/20/23
Documentation Hand Off 10/20/23 10/23/23
AudioCodes - SBCs 10/02/23 10/09/23
Discovery 10/02/23 10/02/23
Enhanced Media Gateway Staging 10/03/23 10/03/23
SIP Integration With PSTN 10/03/23 10/03/23
E-SBC 1+1 Redundancy Configuration 10/04/23 10/04/23
Sip Integration With PBX: Dial Plan And Routing Configuration 10/04/23 10/04/23
MediaPack Deployment 10/04/23 10/06/23
Elin Gateway Configuration For E911 Services 10/06/23 10/09/23
Training 10/17/23 10/20/23
HAND OFF/ CLOSE OUT 10/23/23 10/23/23
CSC Hand Off 10/23/23 10/23/23
Close Out call 10/23/23 10/23/23
b. Provide a full schedule of proposed work methods, including following industry standard “best practices” for implementation of a hosted solution that meet the scope criteria.
Proposed work methods/best practices for implementing Cisco Webex Calling include:
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1. Involving all stakeholders in thorough discovery and planning to get a comprehensive understanding of your requirements, goals, project milestones, and existing infrastructure.
2. Assessing your network infrastructure to ensure that it is ready for Webex Calling traffic, including
bandwidth, network switches, routers, and firewalls 3. Setting up quality of service (QoS) policies to prioritize voice traffic 4. Provision the user and device licenses, and set the City up on the Cisco Webex platform
5. Configuring calling features, including voicemail, call forwarding, call queues, auto-attendant, and
other essential features 6. Testing the system to ensure it is functioning correctly (including call quality and network performance) and resolving any issues that may arise
7. Training your users on how to use Webex Calling effectively, including how to use the various
calling features, troubleshoot common issues, and use the Webex Calling app. 8. Conducting a thorough project handoff and knowledge transfer that ensures your team has the knowledge and skills necessary to manage the system effectively
c. Provide the solution design and configuration, orders (services and equipment), provider services
installed and tested, equipment placement and testing, and training within the full schedule.
Our full schedule of services is listed in the Project Schedule in section 3.3.67. See the Full Schedule of Costs below and Cerium’s High-Level Design Visualization drawing provided in Appendix B for additional
information.
d. Provide a full schedule of costs for each component of the work scope to include all start-up costs and all recurring costs for Years 1 through Year 5, expenses (if applicable) for travel, lodging, and meals, at Federal per diem rates (preferred).
Category- Subscription / Support Qty Annual Cost 5- Year Cost
Subscription -Annualized
CUBE Standard Trunk Session Licenses 50 $ 1,077.50 $ 5,387.50
Webex Calling Professional 120 $ 11,584.74 $ 57,923.70
AudioCodes Annual Support (24x7) 9 $ 4,213.97 $ 21,069.86
(4) Mediant 800 Pair, (5) MP114, (1) C8300
OPTIONAL: Cisco IP Phone Support (4) 8861s, (1) 8832s, (4) 8875s, (2)
6825s. no support included for 8851s $ 830.30 $ 4,151.50
Total Annual & 5 Year Subscription + Support $ 17,706.51 $ 88,532.56
Category- One-Time Project Qty One-time
One-Time Hardware Purchases Cisco IP Phones -Cisco 8851 102 $ 22,062.60 Cisco IP Phones -Cisco 8861 4 $ 1,005.32 Cisco IP Phone - Cisco 8861 Expansion Mod 4 $ 718.96 Cisco IP Phones -Cisco 8832 1 $ 605.20 Cisco IP Phones -Cisco 8875 4 $ 1,533.64 Cisco IP Phones -Cisco 6825 Bundle 1 $ 253.13 Cisco IP Phones -Cisco 6825 Single 1 $ 125.93 Wall Mounts (12) Power Supplies (8) $ 597.68 AudioCodes Session Border Controllers 9 $ 16,639.08 One-Time Project Expenses Project Deployment Services -One-time $ 33,316.00 Project Adoption/Training -One-time $ 4,420.00 Travel & Living Expenses -One-time* $ 4,870.00 *Lodging: $2,430.00 / Meals $680 / Airfare $1300 / Rental $460 Total One-Time Project Costs $ 86,147.54
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Cerium Managed Services Qty Year 1 Year 2+
Cerium Essential Manage Services Collab-Monitoring, Alarming / Issue
Response $ 2,461.36 $ 1,831.36
Cerium Essential System Collab - System Management / Patching
AudioCodes $ 2,772.00 $ 2,772.00
Optional: MAC Support - 2 hours per month (24 hours Annual) $ 3,600.00 $ 3,600.00
e. Provide a list of warranties or warranty policy with a list of restrictions in warranties.
Cisco Webex Calling provides a limited lifetime warranty for its products and services. This warranty
covers defects in material and workmanship under normal use and service. If a product or service is found to be defective within the warranty period, Cisco will repair or replace the product or service at no charge. Warranty restrictions include:
• Only applicable to Cisco-branded products and services purchased directly from Cisco or an authorized reseller.
• Not applicable to products or services that have been modified, altered, or repaired by anyone other than Cisco or its authorized representatives.
• Does not cover damage caused by misuse, abuse, neglect, accidents, or natural disasters.
• Does not cover consumable items such as batteries, cables, or other items that have a limited
lifespan.
• Does not cover software/firmware issues that are caused by user error or third-party software.
• Does not cover damage caused by unauthorized attempts to access or modify products or services.
• Does not cover compatibility issues with third-party software or hardware that were not disclosed
by the customer at the time of purchase.
f. Provide service level agreements and response times in service level agreements.
Webex guarantees an uptime of at least 99.9% for its service, excluding planned maintenance windows
and other exceptions. Support response time targets based on the severity of the issue:
Severity 1 (critical): Webex's goal is to respond within 15 minutes of a customer's report and to provide ongoing updates until the issue is resolved.
Severity 2 (urgent): Webex's goal is to respond within 30 minutes of a customer's report and to
provide ongoing updates until the issue is resolved.
Severity 3 (normal): Webex's goal is to respond within 60 minutes of a customer's report and to provide ongoing updates until the issue is resolved.
Severity 4 (low): Webex's goal is to respond within 4 hours of a customer's report and to provide
ongoing updates until the issue is resolved.
Cisco may periodically update Webex SLAs and response times to reflect changes in the service or customer needs.
g. Provide a full description of the proposed UCaaS solution and describe how it meets the
requirements of this RFP including the following:
• Identify the manufacturer/provider of the proposed solution.
Cisco Webex Calling through the Cisco Collaboration Flex Plan. Enterprise Agreement for Webex
Calling Professional licenses providing a full feature set, including unified communications (Webex Calling), mobility (desktop and mobile clients with support for multiple devices), team collaboration in Webex App.
• Detail the cloud architecture solution components and interactions that are being proposed.
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Webex Calling’s cloud architecture consists of various components that work together to deliver the service:
o Cisco Webex Calling Control Hub: Centralized web-based management portal for configuring
and managing Webex Calling user management, call routing, device provisioning, and overall system administration. o Webex Calling Service: The core service infrastructure is hosted in the Cisco Webex cloud
includes the necessary hardware, software, and networking components to reliably handle
call processing, call routing, signaling, media handling, and other essential telephony functions. o Webex Calling Devices: Devices to access the Webex Calling service, including IP phones,
softphones (software-based clients), desktop/mobile applications, and conference room
devices. o PSTN Connectivity: Webex Calling supports PSTN connections for making and receiving calls to non-Webex Calling users.
o Security and Compliance: The Webex Calling cloud architecture incorporates robust security
measures, including encryption of media streams, secure user authentication, and adherence to industry-specific compliance standards.
• Provide a system diagram of components and connectivity to City’s environment.
See attached Appendix B – High Level Design Visualization diagram.
3. Clearly identify if the proposed UCaaS solution requires on-premises hardware and if so, where it will be physically located.
Exhibit B – System Diagram, details the on-premises hardware required at each location. In addition to that hardware, the Webex Application (software) will be installed to City computer assets enable softphone capabilities, directory services, and other desktop features.
4. Provide minimal and ideal Internet bandwidth and performance requirements.
Minimal Internet Bandwidth and Performance Requirements for Webex Calling:
• For audio-only calls: a minimum of 64 kbps bandwidth per call is required.
• For video calls: a minimum of 384 kbps bandwidth per call is required.
• For screen sharing: a minimum of 128 kbps bandwidth is required.
• Required maximum latency of 150 ms and a maximum packet loss rate of 1%.
Ideal Internet Bandwidth and Performance Requirements for Webex Calling:
• For audio-only calls: a minimum of 100 kbps per call is recommended for optimal audio quality.
• For video calls: a minimum of 1 Mbps per call is recommended for optimal video quality.
• For screen sharing: a minimum of 2 Mbps is recommended for optimal performance.
• Recommended maximum latency of 50 ms and a maximum packet loss rate of 0.1%.
These requirements are general guidelines, and the actual bandwidth and performance required may
vary depending on factors such as the number of participants, the type of call (audio, video, or screen
sharing), and the network conditions.
5. Provide options and/or ways to increase voice clarity or call quality.
Options for improving voice clarity and call quality for Cisco Webex Calling include:
• Use a high-quality microphone and headset: A good quality microphone and headset can help to reduce background noise and improve voice clarity. A noise-canceling headset can also help to
block out unwanted sounds.
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• Improve network connection: A stable and reliable internet connection is crucial for good call
quality. Using a wired connection instead of a wireless connection, closing other bandwidth-intensive applications, and checking network speeds can help to improve call quality.
• Adjust audio settings: Within the Webex Calling application, users can adjust the audio settings to optimize voice clarity. Users can adjust the volume, echo cancellation, noise suppression, and other audio settings to improve the quality of the call.
• Optimize room acoustics: Poor room acoustics can lead to echo and reverberation, which can affect call quality. Using sound-absorbing materials or moving to a quieter location can help to improve call quality.
• Upgrade network infrastructure: For large organizations, upgrading network infrastructure, such as switches, routers, and firewalls, can help to improve call quality and reliability.
6. Describe the overall advantages of the proposed solution.
Cisco Webex Calling provides a flexible, scalable, and reliable communication solution that can help
enhance collaboration and productivity while reducing the need for on-site IT staff and hardware. Advantages over traditional on-premises phone systems include:
• Controls: Webex Calling offers centralized controls and management, allowing administrators to easily provision, manage, and monitor the system from a single interface.
• Upgrades: With a cloud-based solution, upgrades and updates are easily implemented by Cisco, without the need for on-site staff to perform manual updates. This ensures your system is always up-to-date with the latest features and security patches.
• Scalability: Webex Calling is highly scalable, enabling you to add or remove users as needed, to easily scale up or down to meet changing needs, without additional hardware or infrastructure.
• Functionality: Webex Calling offers a wide range of advanced features, such as video conferencing, screen sharing, call recording, and voicemail-to-email. These features enhance communication and collaboration among team members, no matter where they are located.
• Reliability: Webex Calling is built on a highly reliable and redundant infrastructure, ensuring that the system is always available when needed. Additionally, Cisco offers 24/7 support and monitoring to quickly address any issues that may arise.
• Security and Compliance: Your Webex Calling solution will leverage data centers located in the continental U.S. with strictly controlled access to the environment.
AudioCodes Session Border Controllers (SBCs) enable secure reliable SIP routing and interconnect
between the design elements and provide a local survivability capability to the local/site level that cannot be done with Cisco alone. They act as secure gateways, protecting against malicious attacks and unauthorized access with features like encryption, authentication, and firewall traversal, ensuring the confidentiality and integrity of communications. AudioCodes SBCs offer load balancing and redundancy
features, allowing for efficient utilization of resources and ensuring high availability.
7. Provide the system’s record of reliability, availability, and maintainability.
Cisco Webex is a widely used and well-established cloud-based collaboration platform with a strong record of reliability, availability, and maintainability and a well-established reputation for delivering
high-quality communication services. Cisco's commitment to maintaining the reliability and availability
of the platform ensures that customers can depend on Webex for their critical communication needs.
• Reliability: Cisco Webex is built on a highly reliable and redundant infrastructure that ensures
service availability and continuity. Cisco Webex operates a distributed cloud architecture, with multiple data centers worldwide, designed to deliver high availability, resiliency, and disaster recovery capabilities. Cisco Webex has a 99.99% uptime SLA (Service Level Agreement) which
demonstrates the high level of reliability of the platform.
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• Availability: Cisco Webex is designed to be highly available, with 24/7 monitoring and support to
quickly address any issues that may arise. The platform is built with redundant components and failover mechanisms, ensuring that service is not impacted in the event of a failure.
• Maintainability: Cisco Webex is designed for easy maintenance and is updated by Cisco without the need for on-site IT staff. Cisco provides regular updates and upgrades to the platform, including security patches and feature enhancements seamlessly without service disruptions.
8. Provide SLAs. Describe the manufacturer’s process for maintenance and support.
Cisco offers a comprehensive Service Level Agreement (SLA) for the maintenance and support of its Webex Calling platform, which outlines the company's commitment to providing a reliable and robust communication solution to its customers. The SLA includes the following:
• Availability: Cisco guarantees a 99.99% uptime for Webex Calling. In the event of any unscheduled downtime, Cisco will provide a service credit to customers, based on the length of the outage and the impact on service.
• Performance: Cisco guarantees that Webex Calling will meet its published performance specifications, including call quality, audio delay, and latency. If the performance falls below these specifications, Cisco will investigate and work to resolve the issue promptly.
• Response time: Cisco guarantees a maximum response time for technical support requests, based on the severity of the issue. For critical issues, such as complete service outages, Cisco guarantees
a response time of 15 minutes or less. For less severe issues, Cisco guarantees a response time of
one hour or less.
• Escalation procedures: Cisco has well-defined escalation procedures in place to ensure that issues
are resolved promptly and efficiently. These procedures include escalation to higher tiers of technical support and escalation to management if necessary.
• Regular updates: Cisco provides regular updates to customers on the status of any issues and the
progress of their resolution. Customers can also access a self-service portal to track the status of their support requests.
Cisco has a robust process for maintenance and support of Webex Calling that ensures a reliable and
robust communication solution. Processes Cisco has in place for maintenance and support of Webex
Calling include:
• Ongoing monitoring: Cisco Webex Calling is continuously monitored by Cisco to identify any issues
that may arise. Cisco uses advanced analytics and monitoring tools to detect and resolve issues proactively before they can impact service.
• Regular software updates: Cisco Webex Calling receives regular updates and patches to ensure
that the system is up-to-date with the latest features, functionality, and security enhancements. These updates are delivered seamlessly to customers without any disruption to service.
• 24/7 technical support: Cisco provides 24/7 technical support to customers, with a range of support options, including phone, email, and chat. Cisco's support team is staffed by experienced professionals who are trained to quickly resolve issues and answer questions.
• Regular health checks: Cisco performs regular health checks on the Webex Calling platform to ensure that it is operating optimally. These health checks include performance testing, security assessments, and vulnerability scans.
• Remote diagnostics: Cisco has advanced diagnostic tools that can remotely diagnose and troubleshoot issues with the Webex Calling platform. This allows for quick and efficient resolution
of issues without the need for on-site IT staff.
9. Provide the schedule of new feature/functionality release to the UCaaS solution.
Cisco Webex is a constantly evolving platform, with new features and functionality being added on a regular basis. Cisco typically releases new updates for Webex every few months, with major releases
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11
typically occurring once or twice a year. These updates are delivered seamlessly to customers through the cloud-based Webex platform, without the need for any additional hardware or software updates.
Cisco provides advance notice of upcoming releases and expected release dates through official
channels, such as the Webex website, release notes, and communications to customers. Customers can also provide feedback on features and functionality they would like to see in future releases through Cisco's user feedback programs.
10. Explain if and/or when the City will be charged for any upgrades to the UCaaS.
Webex Calling will periodically check for newer versions and automatically upgrade the app at no cost to the City. However, In some cases, upgrades to additional features or functionality may involve an additional cost. These upgrades could include adding more users, accessing advanced calling features, or
expanding the service to cover more locations.
11. Explain how data backups of the proposed solution are completed and the frequency of backups.
Cisco Webex Calling provides regular data backups to ensure that customer data is protected and can be recovered in the event of a data loss or disaster. Cisco performs daily backups, with incremental backups
occurring every few hours. This means that any changes made to the customer data throughout the day
are backed up several times per day, providing a more granular recovery point.
Cisco’s cloud-based backup solution ensures your data is backed up securely and can be recovered quickly in the event of a disaster. It utilizes a combination of hardware redundancy, data replication, and geographically dispersed data centers to ensure high availability and reliability. Cisco also provides you
with the ability to restore your data from backups as needed, either through self-service tools or
technical support. You can restore all data or select specific data types or time ranges to restore.
12. Identify specifically what data is backed up.
Cisco Webex Calling backs up the data necessary for the operation and management of your system.
Data protected through regular backups to ensure that it can be recovered in the event of a data loss or
disaster includes:
• User account information: This includes user profiles, contact lists, authentication and
authorization data, and account settings.
• Call logs and recordings: This includes information about calls made and received, such as call
duration, participant information, and call recordings.
• Voicemail: This includes recorded voicemail messages and associated metadata, such as
timestamps and sender information.
• Configuration data: This includes information about your system configuration, such as call routing
rules, device settings, and other system preferences.
• Analytics data: This includes data related to system performance and usage, such as call quality metrics, network performance data, and other performance-related information.
• Security-related data: This includes data related to security events and policies, such as login attempts, security breaches, and other security-related incidents.
13. Explain how to remediate and revert changes to recover deleted data and/or configurations.
To remediate and revert changes to recover deleted data and/or configurations from Cisco Webex Calling backup:
• Identify the cause: Determine what changes caused the deletion of the data or configurations. This may involve reviewing logs or user activity reports.
• Isolate affected systems: Once you have identified the changes made, isolate the affected systems
to prevent further changes or data loss.
• Restore from Backup - From the Admin Portal:
1. Click on the "Settings" option in the left-hand menu.
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2. Under the "Backups" section, click on the "Download Backup" button to download the backup file to your computer.
3. Extract the downloaded backup file to a location on your computer.
4. In the Admin Portal, click on the "Devices" option in the left-hand menu. 5. Select the device or devices that you want to restore from the backup. 6. Click on the "Actions" button and select "Restore Configuration".
7. Browse to the location where you extracted the backup file and select the appropriate file.
8. Click on "Restore" to begin the restore process. 9. Wait for the restore process to complete.
• Verify the restore: After the restore has been completed, verify that the data or configurations have been restored correctly. Test the affected systems to ensure they are functioning properly.
• Document the remediation: Document the steps taken to remediate the issue, including any
changes made to prevent future data loss. This will help you respond more quickly and effectively if a similar issue occurs in the future.
• Take steps to prevent future data loss or accidental deletion. Examples include implementing
stricter access controls, backup and recovery procedures, and user training.
Note: Restoring from backup may overwrite any changes made since the backup was taken.
14. Describe the system storage for voicemail and for call recordings. How is storage managed?
• Equature Integration: Webex Calling will integrate with the existing Equature recording platform for police and other public safety call recording requirements.
• Dubber Go: Available for users not on the Equature platform, Dubber Go offers access to unlimited call recordings that are stored for 30 days. Users can access and manage their recordings from
their Dubber portal.
• Analytics Data: User/device content used for reports and analytics is maintained for 13 months, after which it is rolled over. Data for the troubleshooting module is maintained for 21 days before
roll-over.
15. Describe the voice mail and call recording retention options.
VoiceMail and Call Recording Retention:
• Retention policies and options for Equature will not change.
• Dubber Go call recordings are typically retained for 30 days. However, options for defining
retention policies based on your specific needs, compliance requirements, and legal obligations
can be implemented for an additional cost.
16. Describe how recorded data moves through the system from creation to deletion.
For users with Equature, call recording data is captured by Webex Calling, then forked and sent via SIP
trunk to secure the same Equature storage facilities where it is stored today.
For Dubber Go users, the call recording data is securely stored at Dubber Go facilities.
17. Describe how recorded call data is secured at rest and in transit.
Cisco Webex Calling uses a range of security measures to secure recorded call data both at rest and in
transit. All Webex Calling communications are encrypted, protected by access controls using secure authentication protocols. Recorded call data in transit is secured by the City’s network infrastructure. The AudioCodes SBCs support Transport Layer Security (TLS) for encryption to provide secure communication over your networks.
The proposed solution will use the same Equature advanced security features already approved for the
City’s call recording data at rest.
18. Describe access to call recordings by an end user.
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13
Equature users will follow the same steps and use the same features for accessing call recordings in use today. Dubber Go users will access call recordings via the Dubber Go portal.
19. Describe access to call recordings by an administrative user.
Administrators will access Equature call recordings via the same mechanisms they use today.
Administrators can access Dubber Go call recording data via the Dubber Go portal to search for and retrieve call recordings for playback, analysis, and export.
20. Describe how the system is considered scalable and capable of changing in size and scope.
One of the key benefits of Cisco Webex Calling is that it allows you to easily add new users and locations as your organization grows or changes. When a new building requires phone and fax services, adding them to the Cisco Webex Calling system can be done quickly and easily. Because Cisco Webex Calling is a
cloud-based service, all the necessary infrastructure and software is provided by Cisco and hosted in
their data centers. New phone lines or users can be added quickly and easily through the Cisco Webex Calling administration portal. Similarly, phone lines or users can be removed just as easily. To add a new building to Cisco Webex Calling, you simply provision new phones and fax machines and connect them
to the internet. Once online, they can be configured to connect to the Cisco Webex Calling service for
access to the same advanced calling features and functionality available to other users on the system.
21. If applicable, identify any additional system licensing and hardware/network requirements that would be required for additional City facilities.
Additional locations may require additional Cisco Flex user licenses to accommodate new users.
AudioCodes SIP session licenses may be needed based on call density.
22. Describe if the proposed IP phones are proprietary brand name phones.
Cisco 8800 Series phones meet or exceed all of the specific requirements for this RFP. The advanced Cisco 8800 series phones provide flexible deployment options: on-premises, cloud, and Cisco pre-
approved third-party UCaaS providers.
• Cisco 8832 - Conferencing station for large meeting rooms and executive offices
• Cisco 8851 – Collaboration endpoint combining high-fidelity, reliable, secure, and scalable VoIP communications with Cisco Intelligent Proximity for telephony integration for personal mobile
devices to support small to large enterprise businesses.
• Cisco 8861 – Similar to the 8851 with higher resolution, a larger screen, Bluetooth support, five additional programmable buttons, a USB port, and Wi-Fi connectivity.
• Cisco Video Phone 8875 - Premium desk collaboration device with deep Webex integrations and cloud connection. It has a 7” touch screen to strengthen interactions with rich telephony features,
Webex’s iconic interface design, an HD 1080p autofocus camera, and Smart Audio noise
cancellation for high-quality video and audio experiences.
In our experience, many users do not need all of the features listed in the RFP and may be satisfied with less expensive phone options. After additional discovery to understand how specific features are used,
we can recommend more effective options to save costs.
h. Adequate resources must be made available post-cutover for a minimum of 3 days on-site, as needed, to resolve issues.
Cerium has allocated adequate resources for post-cutover training, knowledge transfer, and support.
i. A Test and Acceptance document for review and approval by the City of Kalispell
Cerium will provide a Test and Acceptance document for review and approval.
j. The following documentation must be presented post-installation at the conclusion of the project.
City of Kalispell Proposal Response
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14
Cerium will provide documents detailing the final as-built inventory and configuration, including system and all user profiles, along with a detailed description of ongoing support resources post installation
such as knowledge base, website, user guides, and web-based training.
k. Detail all proposed annual maintenance and support of the products and services that are included with the subscription license. Vendor to propose day 2 support for the UCaaS solution.
Annual maintenance and support included with your subscriptions include:
• Software updates, including bug fixes, security patches, and new features
• Technical support, including troubleshooting, configuration, and general Webex Calling inquiries
• Access to user guides and a knowledge base with helpful resources for using and managing Webex
Calling.
Day 2 support includes:
Cerium Essential Managed Services. Setup and ongoing monitoring and maintenance costs are detailed in the Schedule of Costs section.
l. Describe how patches and/or updates are provided, supported, and coordinated with the City’s IT
team.
Cisco Webex Calling provides regular patches and updates to ensure that the service remains reliable, secure, and up-to-date with the latest technology. Following is how patches and updates are provided,
supported, and coordinated with Cisco Webex users:
• Notification of Updates: Cisco notifies users of updates through email notifications, in-app notifications, and posts on the Webex website. The notifications typically include information on
the upcoming update, its features and improvements, and the expected rollout schedule.
• Coordinated Update Process: Cisco coordinates the update process to ensure that users are not
impacted during critical business hours. The updates are generally rolled out during non-business
hours to minimize any potential disruptions. The updates are typically done in stages, with a small group of users receiving the update first to ensure that there are no major issues before the update is rolled out to the rest of the users.
• Impact on Service: Most updates are designed to be non-disruptive and should not impact service. However, updates to underlying infrastructure or security features requiring service disruptions, users get advanced notice and Cisco provides guidance for minimizing the impact.
• Support During the Update Process: Cisco provides documentation, training, and support resources to help users understand the update process and any changes that may be required.
m. Explain the surefire resiliency option(s) that can be built into the proposed system.
The proposed solution features Georedundant Highly Available SBCs paired with a Survivable Gateway for VOIP phones and locally registered analog devices with failure sensing closure switches which when triggered bond local PSTN circuits to local analog telephones. We have built in support for hardware
failures, site failures, WAN failure, Webex service failure, and LAN failure (for analog devices).
Webex Calling supports several resiliency options, including:
• Deploying redundant Infrastructure across multiple data centers or geographically distributed
locations ensures that if one location experiences an issue, the service seamlessly switches to another location.
• High availability architecture designed with redundant hardware, network connections, and
failover mechanisms ensures the service remains operational if components or connections fail.
• Support for comprehensive disaster recovery with backup systems and procedures to recover
quickly from disasters or disruptions.
• Features for incorporating emergency routing and call forwarding features.
City of Kalispell Proposal Response
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15
• Mobile and softphone applications allow users to access the communication system from
smartphones or tablets, enabling remote access and communication, even if the primary office location is inaccessible during an emergency.
• Mechanisms for prioritizing specific calls during emergencies to ensure critical calls, such as those
related to governance or emergency response coordination, receive precedence over regular calls.
n. Provide a system diagram for the proposed resiliency option(s).
See the attached Platform Operational Modes Drawing included in Appendix B – Solution Design
Drawings.
o. Provide a detailed list of all the required equipment, including software, hardware components, and/or rack-able network equipment that will be required for the proposed resiliency options.
Equipment required for resiliency at each site includes:
City Hall:
• 1 - Cisco C8300-1N1S-6T Survivability Gateway
• 2 - AudioCodes Mediant 800c Session Border Controllers (HA Pair)
• 2 - AudioCodes MediaPack 114 - 2FXS, 2FXO VoIP Gateway
Public Safety Building:
• 2 - AudioCodes Mediant 800c Session Border Controllers (HA Pair)
• 2 - AudioCodes MediaPack 114 (2FXS/2FXO) VoIP Gateway
Parks & Rec, Fire Stn 62,
City Shops Complex, &
Wastewater Treatment:
• 1 - AudioCodes MediaPack 114 - 2FXS/2FXO VoIP Gateway at each
location
p. Review Exhibit B Data Security Certification and include with the proposal.
Cerium has reviewed and understands the conditions described in Exhibit B, Data Security Certification. We have signed and included the Exhibit with our response.
3.3.7 Other Factors
a. Current contracts and ability to proceed promptly.
Cerium understands the importance of delivering our services on time and meeting your expectations. While we have ongoing contracts with other clients, we have structured our operations in a way that
allows us to handle multiple projects simultaneously without compromising quality or timeliness.
Cerium is committed to dedicating the necessary resources and expertise to ensure your project progresses as planned. We have carefully assessed our workload and capacity, and we are confident in our ability to maintain our high standards of service while meeting deadlines.
b. Willingness to abide by the City’s needs and requirements with few or no objections or changes.
Cerium is committed to meeting the City’s needs and requirements with the highest level of professionalism and dedication. We believe it is important to understand your concerns, and we are willing to make necessary adjustments to ensure your satisfaction. Our goal is to deliver exceptional
results that consistently exceed your expectations, with as few objections or changes as possible.
c. Relevant factors impacting the quality and value of service.
While delivering exceptional service is our goal, it is essential to acknowledge that external factors can occasionally present challenges. However, our agile and adaptable approach enables us to quickly respond to such situations and find alternative solutions that maintain our service’s high quality and
value.
Appendix A
Cerium Organization Chart
Proposed Team Resumes
Brian Kramer
Director of Support Services
Cerium Learning
Center
Jessica Colmenares
Director Project
Management
Organization
Grant Rice
VP of Technology
Avaya, Cisco & Microsoft
William Junkermier
VP of Finance, Operations,
Legal and Compliance
Mike Portera, Principle Program
Manager
Michael J Smith, Sr. Project
Manager
Amber Waller, Sr. Project
Manager
Ryan Bronstad, Project Manager
Joshua Porter, Project Manager
Debbie Zatowsky, Project
Manager
Angie O’Donnell, Project
Manager (Contractor)
Joan McNamara, Project
Manager (Contractor)
Keegan Sutton, Project Manager
(Contractor)
Mary Richardson, Project
Manager (Contractor)
Michelle Sager, Project Manager
(Contractor)
JoAnn Hustad. Project
Coordinator
Angela Daniels, Project
Coordinator
Catie Moderie, Project
Coordinator
Grace Songco, Project
Coordinator
Barbara Cohen, Project
Coordinator (Contractor)
CSC Support Engineers:
Steve Seler, Supervisor
Ben Shuman, Network Op.
Engineer
Daniel Haun, Sr CSC Support
Engineer
Support Engineers:
Austin Aiken
Martin Black
Zachary Dalton
David Galles
Shannon Jones
James Larson
Andrew Mosyagin
Ryan Osmon,
Kevin Crosby
Gilbert Franco
Joe Hankins
Jeffrey Little
Jeremy Mccullough
Bill Paro
Dennis Perkins
Gary Roberts
Alvin Yu
Susan Anderson
VP, Technical Sales
Ryan Clabaugh, Director of
Collaboration Systems
Kyle Brown, MSFT Solution
Architect
Eric Diaz, Contact Center
Consultant
Tara Jones, CC Business Analyst
Heather Ross, Manager
Heather Von Fricke,
Adoption Specialist
Stacy Coontz, Adoption
Specialist
Chris Whelan
Sr. VP Sales
Steven Fisher, Sr Account
Executive
Jamie Harris, Account
Executive
Michelle Rice, Marketing
Manager
Todd Jones, Sr. Account
Executive
Scott Petersen, Sr.
Account Executive
Sidney Ballard, Account
Executive
James Wilson, Account
Executive
Jeremy Wherle, Account
Executive
Kristina Goddard, Sales
Manager
Curtis Mackey, Account
Manager
Shane Austin, Sales
Support Associate
Maddy Simmelink, Sales
Support Associate
James Farmer, Client
Manager
Stacy Sharp, Account
Manager
Brandt Gunning, Account
Manager
Roger Junkermier
President
Shannon Behm,
Support Operations Manager
Scott Mellish, CSC Event Queue
Lead
Jamaal Carter, CSC Supp Case
Agent
Cameron Pedersen, CSC Supp
Case Agent
Samantha Thornton, CSC Supp
Case Agent
Jason Valenza- CSC Support
Case Agent
Erica Finley, MAC Coordinator
Karla Fletcher, MAC
Coordinator
Skyler Frandsen, Support Case
Eng.
Dennard Beale, MAC
Coordinator Ryan Watt, Technical Sales
Support Manager
Danielle Gilb, Annuity Quote
Specialist
William Thompson, Design
Engineer
Kevin Heide, Director of
Enterprise Networking
Len Ledford, Solution Architect
J Zucchetto, Avaya Bus Practice
Lead
Michael McCabe, Solution
Architect
Penny Ames, Design Specialist
Matt Newkirk, Contracts
Administrator
Nic Thompson, Design Engineer
Gail Lambrecht, Maintenance
Support Specialist
Cherry Coballes, Renewals
Support Specialist
John Eckstein Operations
Analyst
Daniel Perkins, CSC Service
Delivery Coordinator
Alicia Saunders, CSC Service
Delivery Coordinator
Wes Henry Director of IT/
Dev Ops
Nicholas Battalia, Development
Engineer
Benjamin Brougher, Software
Developer
Max Towery, Software Developer
Douglas Yount, Software
Developer
Daniel Millward Apprentice
Shane Ramos, Apprentice
Matthew Pirro, Apprentice
Avery LaVair , Apprentice
John Goodbrake, Helpdesk
Analyst
Kyle Upton, Network
Administrator
Alex Lakey, Sr System
Administrator
Matt Voss, Director of Sales
David Diaz, Account
Executive
Emma Gilley Account
Executive
Krystle Shoop, Account
Executive
Reed Wortman, Account
Executive
Rodney McNew, Sr Account
Manager
Mark Vogl, Sr. Collaboration Engineer
Brandon Adams, Systems Engineer
Chase Kinser, Systems Engineer
Brian Kramer, Director of Eng. Svs.
Ian Zahller, Implementation Engineer
Kevin Nelson, Sr. Sys. Engineer
Joseph Blanchard, Network Security
Systems Engineer
Zach Feingold, Sr. Sys. Engineer
Daniel Eckhoff, Network Security
Systems Engineer
Benjamin Lilagan, Sr. Systems
Engineer
Erik Routson, Data Center Solutions
Engineer
Art Tumanik, Sr Collaboration
Solutions Engineer
Brett Larkins, Sr Network Engineer
Will Davis, Implementation Engineer
Cody Vandever, Implementation
Engineer
Azamat Rustamov, Systems Engineer
Eric Dillon, Systems Engineer
Aaron Berriochoa, Implementation
Eng.
Cisco Team
Microsoft Team
Jennifer Willey, Director of Avaya
Engineering
Mike Manker, Mgr. Avaya
Engineering
Tom Shirley, Technical Mgr.
Jason Dalton, Support Engineer
Thomas Comfort, Avaya Sol. Arch
Robert Aberle, Implementation
Eng.
Brian Murphy, Implementation
Eng.
John Neely, Implementation Eng.
Chad Weaver, Implementation
Eng.
Andrew Nelson, IPO Tech Co
Lead
Mike Durand, Network Engineer
Randy Carroll, Solutions Engineer
Mike Rose, Solutions Engineering
Manager
Randy Blackburn, Systems
Engineer
Stephen Dunaway, Sys. Engineer
Todd Havrilka, Systems Engineer
Chris Kerklaan, Systems Engineer
Brent A Schmidt, Systems
Engineer
Dustin Tuss, Systems Engineer
Shawn Epps, Systems Engineer
Berlin Parker, Systems Engineer
Victor Chiappetta, Systems
Engineer
Bobbi Nunley, Warehouse
Admin.
Avaya Team
Jennifer Willey, Director of Avaya
Engineering
Mike Manker, Mgr. Avaya
Engineering
Tom Shirley, Technical Mgr.
Jason Dalton, Support Engineer
Thomas Comfort, Avaya Sol. Arch
Robert Aberle, Implementation
Eng.
Brian Murphy, Implementation
Eng.
John Neely, Implementation Eng.
Chad Weaver, Implementation
Eng.
Andrew Nelson, IPO Tech Co
Lead
Mike Durand, Network Engineer
Randy Carroll, Solutions Engineer
Mike Rose, Solutions Engineering
Manager
Randy Blackburn, Systems
Engineer
Stephen Dunaway, Sys. Engineer
Todd Havrilka, Systems Engineer
Chris Kerklaan, Systems Engineer
Brent A Schmidt, Systems
Engineer
Dustin Tuss, Systems Engineer
Shawn Epps, Systems Engineer
Berlin Parker, Systems Engineer
Victor Chiappetta, Systems
Engineer
Bobbi Nunley, Warehouse
Admin.
Avaya Team
Cerium Networks Organization Prepared for the
City of Kalispell Proposal Response
City of Kalispell
Unified Communications as a Service RFP 6/2/202
Proposed Team Resumes
Mark Vogl, Senior Collaboration Engineer
As a senior collaboration engineer, Mark has expertise in integrating and
supporting multiple voice platforms. Mark’s current specialization is in the area
of Cloud Calling and Collaboration Systems which includes all of the necessary
components to integrate these modern platforms seamlessly with premise and
legacy-based systems.
Mark holds the strategic Microsoft Certified Solutions Master certification, among
his advanced credentials, Mark is one of only a few MCSM-certified engineers in
the United States.
Mark works alongside our sales team, and Solutions Architects, understanding our clients’ business
issues and recommending technology solutions (products and services) to solve them.
Education
Montana State University – Bozeman, MT
Certifications & Training
• Microsoft Certified Solutions Master (MCSM)
• AudioCodes Certified Professional (ACP) – SBC Interworking
• Microsoft 365 Certified: Teams Voice Engineer Expert
• Cisco Webex Calling Administration Professional
• Cisco Webex Contact Center Expert
• Microsoft Certified Systems Engineer (MCSE)- Productivity
• Microsoft Certified Systems Engineer with Messaging Specialization (MCSE+M)
• Avaya Certified Associate (ACA)-Implement
Tenure
Mark has 20+ years of experience installing and configuring Microsoft products and joined Cerium in
2005.
City of Kalispell
Unified Communications as a Service RFP 6/2/202
Ryan Clabaugh, CCIE, Director of Collaboration Solutions
Ryan attained the CCIE Collaboration credential in 2012, certifying that he has
met the rigorous standards that Cisco Systems places on engineers in the top
echelon of all networking professionals.
Ryan has both designed and deployed complex solutions across the
Collaboration, Security, and Routing/Switching technology stacks for clients
spanning the State & Local Government, Public Utility, Financial, Healthcare, Gaming, and Enterprise
verticals.
Ryan’s role focuses on pre-sale practice management of multiple manufacturer solutions (e.g., Cisco,
Microsoft, Genesys, and others) and the pre-sale solution presentation, technical designs, and
contracts presented by Cerium Networks to our Clients
Certifications
• Genesys Cloud Certified Professional
• Cisco Certified Internetwork Expert (CCIE) – Collaboration (#33665)
• Cisco Certified Network Associate (CCNA) Security
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Design Associate (CCDA)
• VMware Certified Associate – Data Center Virtualization (VCA-DCV)
• IronPort Certified Security Associate
• Certified Meraki Network Associate (CMNA)
Education
• Eastern Washington University, Cheney, WA
• Gonzaga University, Spokane WA – School of Leadership Studies
Tenure
Tenure Ryan has 19 years of industry experience and joined Cerium in 2008.
City of Kalispell
Unified Communications as a Service RFP 6/2/202
Kevin Nelson, Cisco Implementation Engineer, CCIE #53760
Kevin is an IT Professional with extensive Cisco voice and network engineering experience,
a comprehensive troubleshooting background, and solid team leadership skills. Kevin’s
focus is on deploying solutions based on client and architecture requirements. He has
demonstrated success implementing solutions across multiple technologies, including
Cisco Collaboration, Security (firewalls), Routing, and Switching.
Certifications & Training
• Cisco - CCIE Collaboration - #53760
• Cisco Certified Voice Professional (CCVP, CCNP-V)
• Cisco Certified Network Administrator (CCNA)
• CCDA
• CCS - Collaboration Core
• Cisco Webex Calling Administration Professional
• Webex Contact Center Expert
• Microsoft Certified Network Engineer 2003 (MCSE) – May 2005
• Avaya Definity Administration – December 2001
• Microsoft Certified Network Engineer NT (MCSE) – February 1999
Education
University of Maine, Orono – Bachelor of Science, Electrical Engineering (BSEE)
Tenure
Kevin has 26 years of experience working on the product lines and solutions being proposed.
City of Kalispell
Unified Communications as a Service RFP 6/2/202
Mary Richardson, Sr. Project Manager
Mary is a results-oriented Project Manager who excels in driving performance and
delivering successful Cisco Collaboration projects. Excellent communicator, skilled
in using process improvement and PMI methodologies to create consistent and
successful client experiences while working with cross-functional teams.
Certifications & Training
• Six Sigma Green Belt – Aveta Business Institute (Issued 2014)
• Project Management Professional (PMP) - Project Management Institute (Issued 2020, Expires
2026)
Education
Baccalaureate of Science Degree – Business Administration, The University of South Carolina,
Columbia, SC
Tenure
Mary has over 25 years of project management experience and joined Cerium in December 2021.
Appendix B
Solution Design Drawings
High-Level Design Visualization
Platform Operational Modes
Appendix C
Signed Exhibit B Data Security Certificate
Page 1 of 2
Exhibit B
Data Security Certification
Personal Information Protection:
Only authorized employees will be allowed access to the City's data in any form. Data will be
accessed only for the purposes as identified in this contract and will be bound in writing by
confidentiality obligations sufficient to protect Personal Information and Highly Sensitive
Personal Information in accordance with the terms of this agreement.
Authorized Employee Access / Screening:
Contractor will notify the City of Kalispell of all Contractor employees, affiliates,
subcontractors, or agents anticipated to have access to the system. Contractor will conduct
background checks on any such employees and will bar any that have a criminal record from
having access to the system.
Notification of Vulnerability:
Contractor will notify the City of Kalispell if it discovers any vulnerability to the system that
could result in unauthorized personnel obtaining Highly Sensitive Personal Information or highly
sensitive information about municipal facilities.
Data Location (if offsite):
All data must be stored within the United States.
Data Ownership:
The Contractor acknowledges that the data entered into the system by City of Kalispell
representatives belong solely to the City of Kalispell and are not to be accessed or used in any
way by the Contractor or its affiliates, subcontractors, or agents without consent from the City of
Kalispell.
Definitions:
“Highly Sensitive Personal Information” means an (i) individual’s government-issued
identification number (including social security number, driver’s license number, or state-
issued identified number); (ii) financial account number, credit card number, debit card
number, credit report information, with or without any required security code, access
code, personal identification number or password, that would permit access to an
individual’s financial account; or (iii) biometric or health data.
“Personal Information” means the information provided to Contractor by or at the
direction of Customer, or to which access was provided to Contractor by or at the
direction of Customer, in the course of Contractor’s performance under this Agreement
that: (i) identifies or can be used to identify an individual (including, without limitation,
names, signatures, addresses, telephone numbers, e-mail addresses, and other unique
identifiers); or (ii) can be used to authenticate an individual (including, without
limitation, employee identification numbers, government-issued identification numbers,
passwords or PINs, financial account numbers, credit report information, biometric or
health data, answers to security questions and other personal identifiers), in case of both
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subclauses (i) and (ii), including, without limitation, all Highly Sensitive Personal
Information. Customer’s business contact information is not by itself deemed to be
Personal Information.
XXXXXXXXXXXXXXXXXX (PROVIDER):
By: ________________________________
Signature
___________________________________
Title
___________________________________
Date
President
May 26, 2023