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SARATOGA CITY COUNCIL
MEETING DATE: December 2, 2009 AGENDA ITEM:
DEPARTMENT: Administrative Services CITY MANAGER: Dave Anderson
PREPARED BY: Leo Salindong DIRECTOR: Mary Furey
IT Analyst Finance & Administrative Services Director
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SUBJECT: Telecommunications Upgrade Project
RECOMMENDED ACTION:
Review report and direct staff to issue a Request for Proposals to replace the existing PBX
telecommunication system with a Voice over Internet Protocol (VoIP) telecommunication system for the
main City Hall buildings, the Joan Pisani Community Center, the Corporation Yard, the Saratoga Area
Senior Coordinating Council and the North Campus. Staff further recommends including electronic fax
integration in the system.
REPORT SUMMARY:
During the June 3, 2009 City Council Meeting, staff was directed by Council to bring the IT
Telecommunications System Upgrade Project back with additional analysis and information.
BACKGROUND:
The City houses a Toshiba Strata DK 280 private branch exchange (PBX) system, which provides
telephone communication throughout the main City Hall administration buildings, the Joan Pisani
Community Center, Corporation Yard, and Saratoga Area Senior Coordinating Council (SASCC). This
system was installed prior to 1996 and is at the end of its technological life cycle.
Since May 2009, the City’s telephone system failed multiple times over a five month period. From these
recent incidents, continued use of the current telephone system clearly presents potential issues with
staff’s ability to communicate with the public, and resources for the system are becoming very difficult to
obtain. Over time, parts will become harder to acquire and service technicians with knowledge of the
inner workings of legacy PBX systems are becoming less available. Performing necessary maintenance
has become an added challenge. In September 2009, staff performed a full backup of the City’s telephone
and voice data. However, it took several attempts to do so, and required the assistance of our telephone
contractor to properly back up the essential data. The root cause was due to compatibility issues with the
latest Windows Operating System which required a complete shutdown and reboot of the entire phone
system. Considering the age and unpredictable reliability of the City’s telephone system, staff
recommends replacement.
For this discussion, some useful Communication System Infrastructure terminology includes the
following:
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Public Switched Telephone Network (PSTN) - PSTN refers to the network of the world’s
telephone communication systems – business, home, cellular, international, etc.
Private Branch Exchange (PBX) - A traditional PBX system is a box (like a computer) that
switches and connects phone lines in the office to each other and to the PSTN. Each telephone
on a PBX is connected with dedicated cabling. Phone systems can be programmed with unique
or multiple extensions and with features such as the ability to hold, transfer, or conference calls.
VoIP - A VoIP telephone system (or IP PBX) operates over existing network infrastructure rather
than using dedicated cabling in the office. VoIP communication is achieved by digitizing a voice
signal into small packets of information. These packets of information are transmitted from a
user’s phone over the local network to the IP PBX then converted back to voice signals and sent
out through the PSTN. Each telephone can be plugged into any network connection and the
programming for that phone (user, extension, assigned features) goes with it, much like a laptop
as it is moved from one location to another.
OPTIONS:
To research available options, staff looked into current applications using VoIP systems and PBX
systems. Supplementing the research process, staff worked with consultants to develop accurate telephone
upgrade options.
Two proposed options for the Telecommunications Systems Project affecting the City Hall buildings, the
Joan Pisani Community Center and SASCC, the Corporation Yard, and if desired, the North Campus are
included below. Currently there are only two phone lines installed at North Campus. One line is located
in the Sheriff’s Office and the other line is located at the receptionist desk in the administrative building.
1) Upgrade the legacy PBX telephone system with a new PBX telephone system.
2) Replace the existing PBX telephone system with a VoIP telephone system.
For the Telecommunication Project, there are two Options with alternative scenarios. These options are
discussed below:
Option 1 – PBX Upgrade
Upgrading to a new PBX system will replace the current PBX system. Below are two options for
upgrading to a new PBX system.
Alternative 1A – City Hall Campus
This alternative will apply the PBX upgrade specifically to the main City Hall administration buildings,
the Joan Pisani Community Center, Corporation Yard, and SASCC (excludes North Campus).
To help reduce setup costs, the new system will be installed using the existing voice network architecture
used by the current PBX system. New desktop phones incorporating up-to-date industry features will be
deployed to each of the 67 phone locations currently in use at each of the facilities listed above.
Alternative 1B – City Hall Campus + North Campus
This alternative will apply the PBX upgrade as mentioned in “PBX upgrade Alternative 1A” with the
addition of North Campus.
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Three Centrex lines will be installed in the administrative building and Fellowship Hall. The telephone
lines will provide phone service separate from City Hall and will be managed by our telephone company.
Option 2 – VoIP Upgrade
Upgrading to a VoIP system will restructure the entire voice and data network infrastructure. This will
include, but is not limited to:
* Removal of the current PBX system.
* Removal of all essential hardware connected to the current PBX.
* Installation of the new VoIP system over the network infrastructure.
* Installation of network switches and Internet Protocol (IP) client licenses over the network.
* Deployment of compatible components to be used with the new system such as new IP desktop
phones and telephone accessories as required.
Below are three options for upgrading to a new VoIP system.
Alternative 2A – City Hall Campus
This alternative will apply the VoIP upgrade specifically to the main City Hall administration buildings,
the Joan Pisani Community Center, Corporation Yard, and SASCC (excludes North Campus).
During the installation and configuration process, the VoIP system will be integrated with system
components connecting to the City network. IP phones accompanied by IP client licenses will be
deployed to each of the 67 phone locations currently in use at each of the facilities listed. Configurable
security levels will segregate SASCC from the City network. Phone and network connectivity will be
facilitated by a routed, firewalled connection.
Alternative 2B – City Hall Campus + North Campus
This alternative will apply the VoIP upgrade as mentioned in “VoIP upgrade Alternative 2A” with the
addition of North Campus.
At the moment, no network data infrastructure is installed in the North Campus administrative building
and Fellowship Hall. In order to incorporate a VoIP system, network data cables will need to be installed
in both buildings and a DSL or cable internet connection will also be required. In addition, a secured
virtual private network (VPN) connection will be created through a firewall switch at North Campus to
connect the two locations together.
Alternative 2C – Electronic Fax Integration
This alternative will apply the VoIP upgrade for City Hall and North Campuses, and will incorporate a
fax server with a VoIP system to enable staff to receive faxes electronically through emailed PDF
attachments. Additionally, staff will be able to print-to-fax or email-to-fax for outgoing faxes.
DISCUSSION:
Although cost comparisons between a new PBX system and a VoIP system are relatively similar, staff
recommends a VoIP system based on its additional features, benefits, and ease of administration. A VoIP
system requires no re-patching or configuration if line extensions are changed or moved. Therefore,
ongoing vendor maintenance and servicing costs will be reduced. In addition, VoIP PC/Phone integration
interfaces with desktop and electronic fax applications. With telephone systems generally lasting for ten
years, staff believes a VoIP system best meets the City’s telecommunication needs. Staff recommends
pursuing alternative 2C, which will include a VoIP upgrade for City Hall and North Campuses, and will
incorporate a fax server with a VoIP system.
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FISCAL IMPACTS:
Below are matrices describing estimated fixed costs for upgrading to a new telephone system. On-going
costs are included. Additional costs for this project may be incurred for undetermined hardware or
installation as determined by the request for proposal. Funds are available in the IT Services Fund to
transfer to the Capital Program for this system upgrade.
Option 1 – PBX Upgrade
Fixed Costs
1A – City Hall Campus
Description Quantity Cost Extended Cost
PBX System
-Hardware and Bundled Software
-Voicemail mailbox
-Installation Kit
1 $14,843 $14,843
Phones 67 $159 $10,653
T1/PRI card 1 $945 $945
PC/Phone Integration N/A N/A N/A
Total for 1A
$26,441
1B – North Campus
Description Quantity Cost Extended Cost
Phones 3 $159 $477
Centrex Phone Lines Installation $70
Total for 1B $547
Overall Cost Summary
Option 1: A $26,441
Option 1: A + B $26,988
On-going Annual Costs
Description Quantity Cost Extended Cost
Centrex Lines at North Campus 3 $420/annual
cost per
phone line
$1,260
PRI Line from Telephone Company 1 $400 $4,800
Maintenance Support/Software Service $4,700
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Option 2 – VoIP Upgrade
Fixed Costs
2A – City Hall Campus
Description Quantity Cost Extended Cost
VoIP System
-Hardware and Bundled Software
-T1/PRI Interface (included)
1 $5,066 $5,066
IP Phones 67 $202 $13,534
IP Voicemail Mailbox License and Extension 67 $156 $10,452
PC/Phone Integration Included Included Included
Total for 2A
$29,052
2B – North Campus
Description Quantity Cost Extended Cost
IP Phones 3 $202 $606
IP Voicemail Mailbox License and Extension 3 $156 $468
Network Cabling Installation $1,500
Total for 2B
$2,574
2C – Fax Server Integration
Description Quantity Cost Extended Cost
Fax Server 1 $1,200 $1,200
Overall Cost Summary
Option 2: A $29,052
Option 2: A + B $31,626
Option 2: A + B + C $32,826
On-Going Annual Costs
Description Quantity Cost Extended Cost
DSL/Cable Internet at North Campus 1 $50/ month $600
PRI Line from Telephone Company 1 $400 $4,800
Maintenance Support/Software Service $4,553
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CONSEQUENCES OF NOT FOLLOWING THE RECOMMENDED ACTIONS:
Current telecommunications conditions will remain as is; the City’s telephone system will continue to
have unstable communications and unpredictable failures. If no action is taken, in the event of a major
failure to the system, catastrophic failure may occur, causing the City to be without telecommunications
(including: phone, fax, modem, credit card terminals).
ALTERNATIVE ACTION(S):
Council could direct staff to move forward with a new PBX telephone system.
FOLLOW UP ACTION(S):
None
ADVERTISING, NOTICING AND PUBLIC CONTACT:
Nothing additional.
ATTACHMENTS:
A. Comparable benefits of each telephone system
B. Telephone system features list