SECTION 16740

TELEPHONE SYSTEM
(IP TELEPHONY)

PART 1 - GENERAL

1.01 SUMMARY

A. Provide labor, materials, equipment and services, and perform operations required for
the installation of a fully operational IP Telephone system as indicated on the drawings
and specified herein.

1.02 GENERAL INFORMATION

A. It is the intent of this Specification that all items under these sections be engineered, assembled, installed
and maintained by and under the full responsibility of a single contractor whether these processes are
actually performed by the contractor or not. Deviations from this intent are to be fully described in the Bid
with reasons for the same and the coordination methods required to facilitate the least effect of the
deviation on the project’s implementation.
B. A contracting Firm submitting a bid must have 5 years experience in electronic systems
installation. Submit sufficient qualification documentation and reference with bid
return.

1.03 RELATED WORK SPECIFIED ELSEWHERE

A. General Provision for Electrical Works: Section 16010

B. Basic Materials and Methods: Section 16100
C. Structured Cabling: Section 16745

1.04 SYSTEM DESCRIPTION SUMMARY

A. The intent of this section of the specifications is to detail the requirements of the IP Telephony System
within the Facility Building Compound. The IP Telephony System is an application that resides on the
Structured Cabling System and is to be fully compatible with the Structured Cabling infrastructure.

B. The IP Telephony System shall be comprised of a multimedia server, voice messaging, gateway, IP
telephone sets, management software and cabling to enable a fully operational system.

C. The IP Telephony System shall provide as a minimum the following features as mentioned in the BOQ:

 External Lines and Internal Lines

 Analog Trunks for Faxes and Paging Interfaces
 Attendant Console(s)
 Programmable Key Modules
 IP Executive appliance(s)
 Personal Digital Assistant (PDA) module(s)
 PC based IP phone
 Voice mail system with auto attendant
 Integrated messaging
 Unified communications
 Speech enabled attendant / directory
 Automatic call distribution (ACD)
 ACD Reporting
 Interactive ACD Management
 ACD Scheduling Application
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  ACD Multimedia Management
 ACD Advanced Monitoring
 Cost management system
 IP PBX system administration

1.05 REFERENCES

A. Drawings and schedules contained within the audiovisual drawing list are an integral part of this
specification. The drawings shall be treated as bid documents for obtaining competitive bids and
establishing the functionality of the system
 The following agencies have prepared standards, specifications and documents effecting the
installation and operation of IP Telephony systems. The standards and requirements set forth in these
documents shall be adopted into any contract entered into between the Client and a Contractor. Where
a difference exists between this specification and the standard, the specification shall prevail.

 ETS 300 012 (Ed 1) Layer 1

 ETS 300 402-1&2 Layer 2
 ISO 11574, 11572 Audio Speech
 ISO 11571 Numbering Plan
 ISO 11582 Generic SS Platform (GF)
 ISO 14136 Calling Line Identification Presentation (CLIP)
 ISO 14136 Connected Line Identification Presentation (COLP)
 ISO 14136 CLIP/COLP Restriction (CLIR)
 ISO 13864, 13868 Calling Name Identification Presentation (CNIP)
 ISO 13864, 13868 CNIP/CONP Restriction (CNIR)
 ISO 13872, 13873 Call Forwarding Unconditional (CFU)
 ISO 13872, 13873 Call Forwarding Busy (CFB)
 ISO 13872, 13873 Call Forwarding No Reply (CFNR)
 ISO 13872, 13873 Call Deflection
 ISO 14841, 14843 Call Offer (CO)
 ISO 13865, 13869 Call Transfer (CT)
 ISO 15505, 15506 Message Waiting Indication (MWI)

1.06 SCOPE DESCRIPTION

A. The IP Telephony System must offer converged voice and data using the same underlying technology
as the Internet (TCP/IP), with voice being transmitted over local area networks (LANs) and wide area
networks (WANs). The solution must be comprised of control elements, media gateway elements,
applications, and a wide portfolio of desktop IP peripherals, as well as integration to support legacy
TDM PBX systems and voice mail.

B. The system must use a switched IP Core that is highly scalable and delivers reliable, robust switching,
routing and call control – fully leveraging IP – while providing access to the PSTN using TDM
technology.

C. For IP-device-to-IP-device communications, e.g., calls between Ethernet IP phones, switching must be
provided via the enterprise’s IP network. For TDM circuit communications, e.g., a call between an
analog phone and the PSTN, or between the PSTN and stand-alone voice mail application, switching
must be handled via a conventional circuit-switched (TDM) bus.

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D. The ability to use two different switching techniques means that conversion (or gateway/gatekeeper
functionality) is only required between IP and TDM calls.

E. The architecture must package the traditional circuit-switched bus, call server, gateway/gatekeeper and
real time applications resources within a 19” rack.

F. Applications must include:

 voice mail;
 speech-enabled auto attendant and unified messaging;
 a full line of call center and call center management options;
 a variety of mobility options;
 Network management.
 A web-based management application tool.
G. The system must be able to support both digital and analog trunks for connection to the PSTN or for
connecting multiple sites or systems together.

H. Networking systems together must be achieved using traditional circuit switched technology or the IP
infrastructure.

I. The system must be able to be used as a standalone application, e.g., IP PBX, Voice Mail System, or a
mobility solution.

1.07 SUBMITTALS

A. Product Data:

1. Equipment and components, descriptive literature, manufacturer cut sheets on equipment and
components listed in this specification.
2. Performance data by equipment make and model number.
3. Custom equipment and equipment modification details.
4. Any variations to specification are to be identified by the Contractor and acceptance requested. If the
Contractor fails to identify non-compliance and to obtain an acceptance to the variation, the Owner
shall have the right to reject the non-complying equipment at any time and to require its replacement.

B. Shop Drawings:

1. The Contractor is to submit shop drawings. These drawings are to be submitted no later than
one month after award of contract. Submit on reproducible media.
2. Detailed drawings showing cable runs through conduits, riser shafts, placement under floors
and in ceilings.
3. Detailed drawings showing wiring diagrams, pin-outs, color codes, panels, plates, finishes,
equipment type, and equipment placement.

C. Operation and Maintenance Manuals:

1. Prior to system acceptance and commissioning, submit one copy of an operation and maintenance
manual to the project manager for review. This manual shall describe to the user how to operate and
maintain the systems. The user of this manual is assumed to be technically competent, but unfamiliar
with these specific systems. The manuals shall be bound. At acceptance testing, turn over two copies
of the manual to the owner. It is expected that user training shall be based on the manuals.

D. As-Built Drawings:

1. Prior to contract close-out, submit one copy of the system As-Built drawings and documents to the
Project Manager for review, and revise same until approved by owner. Submit final copy of the As-
Built drawings in hardcopy as well as CD-ROM.

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E. Test Results:

1. Prior to systems acceptance and commissioning, submit system testing documentation showing
methods and results for all tests performed.

1.08 QUALITY ASSURANCE

A. All equipment provided by the Contractor shall be new and shall meet or exceed the latest published
specifications of the manufacturer in all respects.
B. Contractor to provide the latest model/revision of a specified piece of equipment, at the time of bid.

1.09 DELIVERY, STORAGE AND HANDLING

A. Costs of all shipping to the site, and of all unusual storage requirements, shall be borne by the
Contractor. It shall be the responsibility of the Contractor to make appropriate arrangements, and to
coordinate with authorized personnel at the site, for the proper acceptance, handling, protection, and
storage of equipment so delivered.
B. Movement of material either at the time delivery or subsequently shall be sole responsibility of the
contractor. All costs associated with this movement shall also be the responsibility of the contractor.

1.10 WARRANTY

A. Warranty systems in writing against defects in material and workmanship for 15 year after system
acceptance. During this time the systems shall be kept in proper operating order at no additional labor
or material cost to the owner.
B. Visit site once a month during warranty period for checking and adjustment.

1.11 SERVICE CONTRACT AND EXTENDED WARRANTY

A. Provide a service contract and or an extended warranty on an annual basis to maintain and repair the
systems after the mandatory warranty period. Provide owner with frequency of visits, terms of
coverage and the annual costs.

1.12 LIST OF MANUFACTURER

A. The contractor shall provide the complete list of manufacturers with company profile and details
including product made, country of origin part no, reference list of projects etc.
CISCO( country of origin and manufacture USA)

PART 2 - PRODUCTS

2.01 IP PBX

A. Features

The system must deliver a complete set of IP and telephony features:

 The system must reside as a voice application server on the network of choice.
 The network must employ Ethernet switching, routing and firewall services from a variety of
vendors for the deployment of voice services on the network of choice.

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  The system must use an embedded DHCP server and an FTP server when required. There must be
an option to disable this when the resources are available on the enterprise network.
 The system must have the ability to operate within a data infrastructure that is vendor neutral.
 Maintenance and printer ports, alarm indications, and SNMP (Simple Network Management
Protocol) must also be embedded.

B. Station Connectivity

Supported connections must include the options listed below.

 A 10/100BaseT Ethernet connection is required for the IP sets to connect through an Ethernet
LAN to the system.
 On-premises analog station ports (24V per port) are required for industry standard DTMF analog
telephone sets. The external loop resistance on these stations must be 600 ohms or less, and the
loop length must be 1500M on 26-gauge wire.
 Off-premises analog lines (48V per port) for industry standard sets or devices where the external
loop resistance exceeds 600 ohms or where lightning surge protection is required. The maximum
resistance on these must be 1800 ohms or less, and the loop length must be 5800 m on 26-gauge
wire.
 Digital Interface ports must provide the interface for system digital telephones and consoles.]

C. Network Connectivity

Supported connections must include the options listed below.

1. Analog Trunks
The system must provide connectivity for:
 Loop Start/Ground Start (via peripheral);
 E & M (via peripheral);
 Direct Inward Dial (DID);
 Loop/Tie trunks.
Supported services include such analog devices as phones, trunks, fax machines, and modems. As well,
resources are required for:

 System Fail Transfer;

 Paging;
 Music on Hold.
2. Digital Trunks
The system must provide connectivity for:

 T1/D4, E1;
 R2;
 Primary Rate Access (PRI)
 Basic Rate Access (BRI).
3. ISDN Connectivity
The system must support multiple Integrated Services Digital Networking (ISDN) protocols and
provide ISDN connectivity. The system must connect to the ISDN public network and data devices
(such as routers, video conferencing equipment, and servers) by using PRI or BRI. The system must be
able to take advantage of the following features to capture and control costs, analyze peak periods, and
fine tune network resources accordingly for both voice and data calls.

 ARS/LCR (Automatic Route Selection/Least Cost Routing);

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  SMDR (Station Message Detail Recording);
 Min/Max Traffic Control;
 Auto Min/Max (no re-boot required);
 Per Call Service Selection;
 Limited Toll Restriction;
 Trunk Diagnostics;
 NFAS (Non-Facility Associated Signaling);
 Networking Feature Transparency when using switched (call by call) ISDN.
4. IP Networking Connectivity
IP networking features must allow branch-to-branch voice traffic between multiple controllers to be
routed over the organization’s LAN/WAN infrastructure.

The system must support all traditional voice features over IP networking.

The system must provide the following network related features:

 point-to-point T1;
 dial-up switched calls over the ISDN public network; and/or
 WAN data network providing point to multi-point.

The system networking features must include the following:

 Network Voice Mail

 Centralized Attendant
 Enhanced System to System Messaging
 Loop Avoidance
 Attendant Serial Call
 Step Back on Busy
 Portable Directory Number
 Network ACD (group overflow)
 Network SMDR
 Release Link Trunks
 Timed Recall
 Direct Station Select/Busy Lamp Field
 Paging
 Call Transfer
 Conference
 Call Hold
 Camp On
 Do Not Disturb
 Group Paging
 Call Forwarding
 Calling/Called Line Identification (CLID)
 Override
 Callback on Busy/No Answer
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 5. Meet-Me Conference Capability
Audio conference calls must support:
 Up to 8 parties to participate in a user or attendant originated audio conference call.
 Identify a talker on a call;
 Broadcast to a larger audience of listeners;
 Dial out to members automatically;
 Allow side bar conversations;
 Dial-out to an individual;
 Be able to speak to an external person privately;
 Auto-reconnect;
 Volume control.
 GUI (Graphical User Interface), with full control over calls.

D. Reliability

The system must provide fully featured call control services using an industry standard real time
operating system. In this context, fully featured means all of the features and functionality traditionally
associated with a TDM PBX such as multiple levels of call forwarding, message waiting, advisory
messages, conference calling, account codes call barring, least cost routing, night service, and so on.

 The IP switching core must be non-blocking.

 The TDM switching system must be non-blocking.
 Voice traffic must have priority over data and other non-real-time communications traffic.
 The system must support QoS and the Standard 802.1p for voice prioritization.

E. Resiliency

The system must provide the ability to configure controllers in a primary controller / secondary
controller configuration. The secondary controller must be able to provide call control services to all
phones on the primary controller in the event that the primary controller fails. Phones must be able to
auto-register with the secondary controller in the event that the primary controller fails. When the
primary controller is back on-line, the phones must automatically re-register with the primary
controller. There must be no loss of service when control is switched from the primary to the secondary
controller.

A controller must be able to function as the primary controller for a group of phones and act as a
secondary controller for another group of phones.

F. Security
The IP PBX should offer comprehensive Toll Control as an integral part of the Call Control. It should
allow restriction of user access to trunk routes and/or specific external directory numbers.

1. User Access Security

The system must have the following capabilities:

 Each ACD supervisor must have a unique login ID.

 Each ACD agent must have a unique login ID.
 The external supplier must have a maintenance unique login password.
 The system administrator must have a unique login password.

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 2. Authorization Codes
The system must be able to support Authorization Codes (Account Codes) for access to
system resources.

2.02 Automatic Call Distribution

The IP PBX must provide fully integrated ACD functionality that includes call distribution, agent
mobility, management and reporting, feature configuration, administration, and recorded
announcement devices (RADS). The system must support ACD functions over the WAN to allow
multi-site working. Agents at different locations must be able to service calls on the network,
independently of where the calls entered the network.

A. ACD Features
Features that must be offered by ACD functionality include:

 Agent mobility (e.g. login at any terminal);

 Agent groups;
 Call Flow;
 Skills-based routing;
 Queue priority;
 Agent No Answer Handling;
 Call overflow and interflow;
 Predictive overflow;
 Queue unavailable routing;
 Recorded announcements;
 Music between recordings;
 Dial out of queue;
 Work timers;
 Make busy;
 Agent request for help;
 Silent monitor;
 Threshold alerting;
 Queue status.

B. Call Reporting and Cost Management

The system must provide comprehensive CDR (Call Detail Recording) capability, and report on
all incoming trunk calls, outgoing trunk calls, trunk-to-trunk calls, and capture all authorization
codes entered. Networked systems CDR must be accommodated.

The system must include a Cost Management solution that will provide the following capabilities:

 Report accurate costing and call usage details of long distance, mobile phones and calling cards;
 Report general cost allocation, third party billing and costing;
 Report Internet Usage, ability to monitor employee internet behavior;
 Report on trunk utilization;
 Provide web-based access to reports;
 Be able to export reports to a variety of database types (e.g. Excel, Access, dBase, etc.);
 Ability to import telecommunication bills from other organizations;
 Built-in detailed Directory and organizational levels;
 The ability to allocate communication costs back to individual departments;

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  Support of Lightweight Directory Access Protocol (LDAP) to synchronize directories from various
systems;
 Provide exception reports that highlight potentially fraudulent use of communications resources.

2.03 IP TELEPHONE APPLIANCES

Single and multi-line phones must be manufactured in accordance with FCC hearing aid compatibility
technical standards contained in Section 68.316, and the Telecommunications Act of 1996.

A. Type A: Basic IP Phone

Requirements include the following features:

 802.1P/Q QoS;
 G.711 compression;
 single port IP phone;
 hard hold key;
 transfer/conference key;
 volume control;
 hearing aid compatible handset;
 wall mountable;
 Option of in-line powering or separate power supply.
 message waiting indication and message access key;
 1 X 20 character backlit display;
 on-hook dialing;
 up to 20 programmable feature/line keys;
 On-hook call announce (i.e. Page receive capability);
 Directory access;
 Programmable via a desktop configuration tool.

B. Type B: Dual Port IP Phone

Requirements include all Type A, and in addition the dual port IP phones and appliances must have an
internal 10/100MB switch to an RJ 45 jack at the back for the PC connection. This allows for a single
LAN wire to the desktop.

These IP devices must all support standard 802.3af in-line powering or separate power supply.

 Dual port connectivity;

 802.1 P/Q QoS;
 G711 and G729 compression available;
 2-line, 20-character backlit display with contrast control;
 Hands free speaker phone (half duplex);
 up to 7 programmable multi-functional keys;
 up to 8 fixed function keys, e.g. superkey, cancel, hold, redial, transfer/conference, message key;
 Volume control – handset and ringer;
 Ringing Indication;
 Dedicated headset jack;
 message waiting indication and message access key
 on-hook dialing;
 programmable via phone or desktop configuration tool;
 ACD Agent support;

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C. Type C: Dual Port IP Phone with Touch Screen Facility

Requirements include all Type A and Type B features, in addition of this but not limited to the
following features mentioned below:

 A backlit, high-resolution colour, touch screen display.

 Streamlined access to communications information, time saving applications and feature usage
detail.

 Access to eight telephone lines (or combination of lines and direct access to telephony features).

 A high-quality hands-free speakerphone and built-in head set connection.

This IP-phone is equivalent to Cisco part no. 7970G or approved equal.

D. IP Attendant Console

The Attendant Console must be an IP-connected device (10/100BaseT connection), designed for use as
a primary, dedicated answer position (or secondary answer position) and must offer the following:

 Highly intuitive Graphical User Interface (see below);

 Handset cradle (for use on left or right side);
 Be PC-based;
 Dedicated telephony keypad connected via USB;
 Up to 6 primary call handling keys;
 Up to 12 user programmable keys;
 Provide a “retrieve” key to retrieve calls forwarded to the incorrect extension;
 Provide a single key to transfer callers to voice mail;
 Context sensitive volume control – ringer, handset;
 Handset and headset sockets;

Applications must include:

1. Graphical User Interface

Must offer the following capabilities:

 Calls status bar showing calls waiting to be answered;

 Call Source and destination;
 Calls on Hold;
 Console status – day/night service, handset/headset etc.;
 Application zone – Phone Book, Shared Notes, Personal Note Pad.

2. Phone Book/Directory

The standard system Phone Book Application must provide access to all entries in the system telephone
directory with the option to search by name, location or department. When a unique directory entry is
identified, a single key press must dial the number.

3. Personal Note Pad

Each console must have a note pad area that would provide a place for the attendant to record messages
from callers, reminders or make notes. Any phone or fax number contained within the text should be
able to be selected and dialed from the note pad.

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2.04 VOICE MAIL SYSTEM

A. Embedded Voice Mail

The voice mail solution must be embedded in the IP PBX, providing complete integration of the Voice
Mail features with the PBX features. The Voice Mail Solution must support 700 Voice/Mail Boxes and
more than 470 hours of digital recording. The following must be provided:

1. Auto Attendant features:

 Open and Closed Greetings;

 Temporary Greeting;
 Alternate Greetings;
 Multi-Level Auto Attendant;
 Multiple Language support;
 Play Greeting by Incoming Trunk Assignment;
 Flexible Mailbox Numbering;
 Directory;
 Call Revert to ‘0”;
 Incoming fax tone detection;
 Operator transfer to a mailbox ;
 Transfer to any Extension;
 Multiple Message Capability;
 User Programmable Dial 0 Extension.

2. Voice Mail features:

 Personal Greetings/Name;
 Message Prologue;
 Temporary Greeting;
 Password Protected Mailboxes;
 Message Envelope;
 Message Length of 5 minutes maximum;
 Saved Messages;
 Message Features including
o Review
o Erase
o Reply
o Forward
o Rewind/Hold/Fast Forward
o Keep/Skip
 Urgent Messages;
 Private Messages;
 Certified Messages;
 Message Record/Send Actions;
 Message Addressing;
 Memo;
 Message Notification; Outside Message Notification Calls;
 Distribution List/Broadcast Message;

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  New Mailbox Tutorial;
 Different Mailbox types such as Extension, Information Only, Administrator;
 Record a Call (manually selected, or automatic);
 Softkey Integration;
 Dual Mailboxes (mailbox serving more than one purpose).

B. Auto Attendant

The system must also provide auto attendant capabilities for the system including:

 password security;
 multi-tenanting;
 multiple trees;
 simultaneous multilingual support;
 play different multi level greetings during open and closed business hours;
 provide a company directory that uses extension numbers or names as the dialing method, and
 fax on demand;
 Provide a “Question and Answer” type of mailbox, where verbal questionnaires can be answered
and stored;
 Callers must be able to access an individual station either through the input of the extension
number or the input of the called party’s last name.
The system must be able to route callers to a particular extension based on the caller’s area code,
telephone number, or area code and city exchange. Exceptions to this type of routing must be
available.

A caller will not be able to pass through the attendant to reach an outside line, unless authorized.

2.06 TRAINING

The contractor shall provide IP station user training to all users of the IP PBX and printed operating
instructions with all IP telephony devices. Instruction will be a combination of visual media and hands-
on demonstration done in small groups (e.g., 15 people) at a location acceptable to owner.

Required training is as follows:

 End-user;
 Administrative;
 Console Operators;
 Installation and Maintenance.

PART 3 - EXECUTION

A. Upon approval of the Contractor’s test report, and the time set by the owner, demonstrate to the
designated representatives that the final system adjustments and tests meet the performance
requirements. Provide all labor, materials, tools, and adjustments.

B. The Contractor’s representatives performing these tests must be thoroughly familiar with all details of
the system. The “tests team” must include the field supervisor in charge during the course of the
installation work.

C. The Contractor is responsible for all costs incurred to satisfy criteria requirements.

D. Acceptance tests may include visual and speech intelligibility surveys and subjective evaluations by
observers both observing and listening at various positions under various operating conditions, using
live or recorded effects materials.
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E. Provide a minimum of 16 hours training for the Owner’s appointed personnel.

F. Deliver “Operation and Maintenance” manuals to Owner.

END OF SECTION

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