Phone and Telecommunications System Replacement Service

The buyer seeks a vendor to design, configure, and deploy a enterprise-grade, hybrid unified phone system replacement supporting 155 users across multiple operational environments. The requested scope includes anchoring a dedicated dispatch hub and a customer service call center, multi-site integration, software licensing, and necessary handsets and hardware. The vendor must deliver a high-availability, scalable telecommunications system featuring hot-desking, call recording, live monitoring, supervisory coaching tools, real-time sentiment alerts, single-window supervisor dashboards, flexible agent state management, and multi-queue agent profiling. Additionally, the solution must seamlessly integrate communication across two agencies while preserving their separate, existing phone numbers and public identities for all external calls. The provided source text does not specify any eligibility requirements, evaluation criteria, budget figures, submission deadlines, or complete instructions regarding vendor questions.