Palm Desert Opengov #2026-RFP-047

Palm Desert seeks cloud-based VoIP/UCaaS system to replace Mitel/ShoreTel, with Microsoft, Zoom, and ENS integration

The City of Palm Desert is seeking proposals to replace its current Mitel/ShoreTel on-premise phone system with a modern, cloud-based VoIP/UCaaS telecommunications solution. - Government Buyer: - City of Palm Desert, Finance - Information Technology department - OEMs and Vendors Mentioned: - Mitel and ShoreTel (current system) - Microsoft (Office 365, Teams) - Zoom (video conferencing) - Revolution Activate ENS (mass-notification system) - Products/Services Requested: - Cloud-based VoIP/UCaaS system to serve City Hall, Corporation Yard, and City Library - Integration with Microsoft Office 365, Microsoft Teams, Zoom, and Revolution Activate ENS - Telephone hardware: - 2 Type 1 analog devices (for fax machines) - 210 Type 2 basic telephone sets (multi-line, color display, headset jack, speakerphone) - 1 Type 3 WiFi-enabled cordless phone (for Library mobility) - 1 Type 4 attendant answering position (multi-call handling) - 2 elevator lines (compliant with California regulations) - 2 external paging access ports (for analog paging systems) - Services: - Delivery, staging, installation, programming, and testing of all hardware and system components - User and administrator training (including digital resources and classroom sessions) - Maintenance, warranty, and service support (with defined response times) - Project management, cutover planning, and implementation support - Unique/Notable Requirements: - Seamless integration with Microsoft and Zoom platforms for collaboration and public meetings - Integration with Revolution Activate ENS for real-time mass notifications (voice, SMS, email) - Support for bi-directional emergency notification workflows - Compatibility with existing analog paging systems - Compliance with 911/E911 regulations - Training for all users and administrators - Warranty, maintenance, and ongoing support - Project management and cutover planning for transition to new system - Estimated total of 210 basic phones and other devices to be deployed across three City locations.

Description

The City of Palm Desert is soliciting proposals to replace its existing Mitel/ShoreTel on-premise phone system with a modern, cloud-based VoIP/UCaaS telecommunications solution. The project includes delivery, staging, installation, programming, and testing of all required phone hardware and system components on-site. The new system must integrate with Microsoft Office 365, Microsoft Teams, Zoom, and the Revolution Activate ENS mass-notification system, supporting features such as call routing, voicemail, auto-attendant, paging, mass notification, AI tools, and system management. Implementation will occur at City Hall, Corporation Yard, and City Library, with training, warranty, maintenance, support, and project management included.

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