1412124447 - RFI - Cisco Phone System Support Models

The scope of this RFI includes support services for the following technologies and operational functions:

The current environment includes the following major platforms:

•        Cisco PCCE (Packaged Contact Center Enterprise)
•        Cisco CVP (Customer Voice Portal)
•        Cisco ECE (Enterprise Chat and Email)
•        Cisco CUCM (Cisco Unified Communications Manager)
•        Cisco WebEx Calling
•        Interactive Voice Response (IVR) applications
•        Contact center routing and call flows
•        Integrated call recording and reporting systems

Operational responsibilities may include:

•        Tier 3 engineering escalation support
•        Vulnerability remediation and patching support
•        Operational troubleshooting and break-fix support
•        On-site operational support integrated with JEA staff
•        Support during major operational events such as hurricanes or severe weather
•        Support for remote facility outages during nights or weekends
•        Coordination with JEA's ServiceNow ticketing system for incident management

Vendors should assume that all operational work will be performed within JEA's existing ServiceNow ticketing platform.

External ticketing or support platforms are outside the scope of services.

USE THIS LINK TO ACCES THE SOLICITATION VIA ZYCUS:

https://zsn.zycus.com/guest/genericRegister/JEA074/iSource/1029711/

Solicitation Due Date: March 18, 2026

1412124447 RFI