Unified Communication Systems - Questions and Answers No. 1

Agency:	Shelby County
State:	Tennessee
Type of Government:	State & Local
NAICS Category:	541512 - Computer Systems Design Services 541519 - Other Computer Related Services
Posted Date:	Mar 10, 2026
Due Date:	Mar 26, 2026
Solicitation No:	SB-I000900A
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Bid Title:

SB-I000900A Questions and Answers No. 1

Category:

Information Technology

Status:

Open

Publish Date:

Tuesday, March 10, 2026 - 2:30pm

Close Date:

03/26/2026 - 2:30pm

Contact Person:

Candace Jackson

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Shelby County

Tennessee

Lee Harris, Mayor

Questions & Answers

Issued: March 10, 2026

SB-I000900A

Unified Communication Systems Replacement

(Information Technology)

TO ALL PROSPECTIVE BIDDERS:

The following questions were submitted by potential bidders. Our answers are listed below in

red.

1) Regarding the 5500 RingEX Advanced Users identified on Page 14:

a. As RingEX Advanced includes CRM Integrations, SMS, and AI Virtual Assistant might

we please identify the following

i. What CRM(s) does the county require integration with if any? There are no

current CRM requirements with this bid.

ii. How many of those 5500 Users require CRM integrations? N/A

iii. Please describe how the county currently uses SMS service (if at all)? No

iv. How many users/numbers require SMS (if any)? None

v. Please describe in detail what AI services available with the RingEX

Advanced services are utilized by the county today and how? No current

usage of AI services with the County today.

2) Regarding the 150 RingEX-Digital Line Basic services on Page 14:

a. Is it possible to get a full list of equipment/devices and services each of these

represent? Due to security risks, this list will be presented to the winning bid.

b. If not can a high summary be provided of what these are? Primarily, analog devices

(i.e. wall-mounted, lobby/customer phones, phones in jail locations that do not

require advanced features, etc.

3) Regarding the 75 RingEX Advanced – Outbound Only services on Page 15:

a. Is it possible to get a full list of equipment/devices and services each of these

represent? This list will be provided to the winning bid.

b. If not can a high summary be provided of what these are? Examples include:

Elevator emergency phones, external door intercoms, fire/motion alarm lines, etc.

4) Regarding the 325 each RingCX Named Seats on Page 15:

a. Is that supposed to be $3.25 each or $325.00 each? This column represents the

quantity as indicated in the column header on page 14.

b. Is this an add on fee for any user that needs RingCX added? Please seek Ring Central

for the use of the Vendor Product Sku.

c. Which version of RingCX are these as each comes with different services (Standard,

Professional, Elite, Enterprise)? Please seek Ring Central for the use of the Vendor

Product Sku.

d. As these services are for contact center can you please describe in detail how you

use call center or contact center today? Currently using Avaya Aura Contact Center

with approximately 300 agents/supervisors for call queuing/treatment, routing and

call accounting/reporting.

e. Do you have any services using Web Chat, SMS, email, or social media into a contact

center? We aren’t currently utilizing these features but want to develop them with

the Ring Central Solution.

5) Are you looking to replace your existing solution with a Ring Central solution, or do you

already have Ring Central and would like to replace it with a similar solution? Replacing an

Avaya Aura environment with Ring Central.

6) Is a Bid Bond required? Section 13.1 on page 7 and 2.0 on page 14 have conflicting

information. No, a bid bond is not required.

7) What is your current PBX or VoIP platform you're using? Replacing on-prem Avaya Aura

Communication Manager, Contact Center, et al.

8) Are you using your internet to make/receive phone calls and SMS/MMS text? Yes. Current

phone services are provided by IP-Flex SIP trunking. We also utilize softphones over our

intranet and VPN networks.

9) How many buildings do you have for those users utilizing your current PBX or VoIP? Our

phone services extend to more than 50 different buildings.

10) Do all of those buildings have internet? Yes

11) Is there inter LAN/WAN connectivity between all buildings? If not, which buildings? Yes

12) What is the internet bandwidth for each building? Varies. But a minimum bandwidth

necessary for the RingCentral solution is provided to all buildings.

13) Do you have or plan to have PoE switches for each building? Yes

14) Are you using any Wi-Fi technology to support those users requiring a hard

phone/softphone or mobile application? Wi-Fi is available in all locations, but the majority

of users will be using hard-line connections.

15) What is the make/model of Wi-Fi technology being used? Due to security risks, this list will

be presented to the winning bid.

16) If Wi-Fi technology is used, in which buildings is it deployed? All buildings.

17) What make/model of phones are you using? Currently using Avaya 96xx series and Avaya J-

series (J139, J179) devices. Will continue to use the J-series devices. Will replace 96xx

series devices as needed.

18) Are you using any Softphones? Yes

19) Are you using any mobile apps for inbound/outbound calls? Not currently. Expect to use

this capability with RingCentral.

20) How many standard users (non-contact center) require a phone for inbound/outbound

calls? All users currently utilize a phone. We plan to transition as many users as possible to

softphones with the RingCentral solution, but we don't have an exact count on how many

we will be able to move to softphones.

21) How many standard users (non-contact center) only require a voicemail box with no

inbound/outbound calls? Approximately 30.

22) How many Direct Inward Dial Numbers do you have? 9999

23) Confirming 325 Contact Center users, including Agents and Supervisors? This number

includes agents and supervisors. This number could expand in the future.

24) For the Unified Communications Replacement RFP, are you all ONLY accepting Ringcentral

bids? Or would you all entertain a competitive market leader option as well? RingCentral or

equal.

Sincerely,

Signature on original file

Candace Jackson, Buyer

Purchasing Department

Shelby County Government

This page summarizes the opportunity, including an overview and a preview of the attached documents.

* Disclaimer: This website provides information about bids, requests for proposals (RFPs), or requests for qualifications (RFQs) for convenience only and does not serve as an official public notice. Individuals who wish to respond to or inquire about bids, RFPs, or RFQs should contact the relevant government department directly.

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Unified Communication Systems - Questions and Answers No. 1

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