Enable Microsoft Teams Calling from the department’s current VoIP phone system including configuration and implementation of new Session Border Controller (SBC) technology

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1. Purpose

This request seeks to engage professional services to design an integrated infrastructure solution and supervise the implementation and change for that design, to enable a transition from the department’s current VoIP phone system to an integrated Microsoft Teams Calling, including configuration and implementation of new Session Border Controller (SBC) technology.

This design and implementation must facilitate a seamless transition from the existing Cisco Call Manager solution, for over 8000 users across multiple state and regional geographic locations and ensure uninterrupted operation of Genesys-dependant call centre operations.

1. Context

The department is seeking to derive user benefits and operational efficiencies through the enabling of Teams Calling. The department is already a well-established user of Microsoft Teams.

The department recently undertook a short pilot of Teams Calling and has developed an end-user infrastructure-based plan for transition to the service. At its core, however, a transition to Teams Calling will be dependent on SBC technology, and the implementation of that technology must not disrupt normal operations.

The Teams Calling pilot was undertaken with the support of external expert advice and included analysis and recommendations for an approach to implement Teams Calling more broadly.

Key Deliverables

The buyer may accept or reject any recommended deliverables in accordance with the Master Agreement.

The department requires a whole-of-system design for Teams Calling implementation including:

• High-level architecture for end-state configuration, transition configuration, and legacy infrastructure decommissioning.
• Detailed design documentation for end-state configuration, transition configuration, and legacy infrastructure decommissioning including network and gateway configuration.
• Security design documentation for internal risk assessment, authorisation and operation. This should include:
• System Overview Design
• High-level architecture document including geographical component location
• System Security Plan & System Security Plan Annex
• Continuous Monitoring Plan (includes vulnerability and patch management)
•  Incident Response Plan
• Most recent copies of Vulnerability Assessments and/or Penetration Tests (where relevant)
• Any additional documentation (e.g. Standard Operation Procedures) that demonstrates how the suppliers secure the systems and/or data.