SP 91841: Call Center Consultant

1. Purpose
   This Statement of Work (SOW) defines the objectives, scope, deliverables, and responsibilities for the modernization of
   CHA’s legacy call center into a fully integrated, cloud-enabled Webex Contact Center.
   The engagement includes:
   • Migration of Cisco Unified Communications Manager (CUCM) from on-premises to Cisco Unified
   Communications Manager Cloud (UCM Cloud), including all associated call control, device, and telephony
   workloads.
   • Full CUCM to Webex Cloud upgrade, including system discovery, version assessment, migration utilities (Cisco-
   provided tools), configuration replication, call routing modernization, device migration strategy, and
   post-cutover validation.
   • Deployment of Webex Contact Center for omnichannel support
   • Documentation of voice, network, routing, and integration configurations
   • Integration with Finesse and 2Ring
   • Knowledge transfer and training for CHA’s Network & Infrastructure teams
   • Level 3 operational support for phone systems and contact center
   • The migration should be completed in phases with the call center upgrade being completed first.
   The goal is to provide CHA with an upgraded, scalable platform supporting voice, email, and digital channels while
   ensuring secure, best-practice network and telephony configurations aligned with CHA infrastructure standards.
2. Scope of Work
   2.1. Contact Center & Telephony Upgrade
   The consultant shall perform the following services:
   • Webex Calling Migration
   • Upgrade CUCM to Webex Calling via Local Gateway or potential number porting, SIP trunking, dial plan routing,
   and PSTN configuration.
   • Migrate DID ranges, call routing patterns, and failover logic into Webex Calling.
   • Configure Webex application clients for CHA agents and staff.
   • Validate SIP trunk registration, codec negotiation, and successful call paths (inbound/outbound/internal).
   PROJECT TITLE ITS 91841_Call Center Modernization & Migration Consultant
   REQUESTING DEPARTMENT / DIVISION Procurement & Contracts / Information Technology
   REQUEST ISSUED 10/7/2026
   QUOTE DUE DATE AND TIME 10/21/2026 at 1:00 PM CT
   PERFORMANCE PERIOD
   Initial and Option Periods (if applicable) 12 Months BASE TERM
   PROJECTED CONTRACT START DATE 10/26/2026
   CONTACT PERSON NAME/EMAIL Raymond Adams – Radams@thecha.org

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
• Webex Contact Center Enablement
• Implement cloud contact center features including:
o Call queues
o IVR and scripts
o Agent profiles, teams, and roles
o Supervisor configurations
• Configure omnichannel components (email, digital channels) based on CHA requirements.
• Deploy required Microsoft 365/SMTP integration components.
• Conduct end-to-end functional and load testing.
2.2. CUCM Cloud Migration
• Perform a complete migration of CHA’s existing CUCM cluster to WebEx Cloud, including:
o Assessment of existing CUCM nodes, versions, device packs, and telephony integrations
o Migration readiness review and remediation steps as needed
o Use of Cisco migration utilities to move CUCM configurations into UCM Cloud (per Cisco’s
recommended migration path)
o Rebuilding dial plan, route patterns, translation rules, and partitions in UCM Cloud
o Migrating phone configurations, device pools, regions, SRST settings, and failover logic
o Validation of SIP trunks, registration, media flows, and high-availability
o Retiring on-prem CUCM components once cloud migration is verified
2.3. Network & Voice Infrastructure Configuration
The consultant will work directly with the Infrastructure team to configure and validate all dependent voice
components:
• Router configuration for SIP, SRTP, TLS, DNS, and voice services
• Local gateway routing and certificate handling
• Dial peers, voice class settings, SIP profiles and normalization scripts
• Security hardening per CHA network standards
• Documentation of all configurations (router, Webex, DNS, SBC, PSTN)
• 2Ring
• Finesse
2.4. Documentation Deliverables
The consultant shall provide complete do

Released: 10/7/2026. Due: 10/21/2026. Contact: Raymond Adams.

Responses are submitted through the CHA Supplier Portal (https://supplier.thecha.org); no manual submissions are accepted.