REPORT TO COUNCIL
SUBJECT
Title
Action on Amendment No. 1 to the Agreement with Packet Fusion, Inc. to Provide Support and Maintenance Services for the City's Telephony System
Report
COUNCIL PILLAR
Deliver and Enhance High Quality Efficient Services and Infrastructure
BACKGROUND
The Information Technology Department (ITD) maintains a ShoreTel/Mitel Voice over Internet Protocol (VoIP) telephone system, with 1,000+ end users across all City locations and includes telephones, voicemail, automated call distribution, call recording capabilities, and enhanced features for the utility billing enterprise contact center. The system is a network of hardware and software including voice switches, gateways, voice and call center servers as well as routers that provide redundant calling paths to the outside. The system requires regular software updates, support and maintenance services from a certified ShoreTel/Mitel telephony vendor.
In October 2018, the City conducted a Request for Proposals (RFP) for telephony service, support and maintenance services for the citywide ShoreTel/Mitel VoIP telephone system. Through this process, Packet Fusion (PFI) was selected and awarded a five-year agreement which was approved by the City Council on February 19, 2019 (see Attachment 2).
DISCUSSION
Under the current agreement, PFI has implemented various upgrades to add functionality required by the City and to extend the useful life of the system. In 2021, PFI updated the system to the latest software version. Notably, PFI has been providing support to the Finance Department, utility billing call center. In 2021, PFI replaced the ShoreTel Enterprise Contact Center call center software with the new Mitel Contact Center (MiCC), and successfully defined the requirements and configured application programming interfaces (APIs) to allow customers make payments via phone. A project currently underway is the Customer Self Service (CSS) portal for utility billing, with PFI defining busine...
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