VII.B. Cisco Phone System Upgrade - 051513 PDF

EXHIBIT "A"
Nexus IS Professional Services

Cisco Unified Communications
Upgrade Solution
Statement of Work
SUBMITTED TO:
Final Version 11.0
2270 Trumble Road,

Perris, CA
PREPARED: APRIL 18, 2013
CONFIDENTIALITY NOTICE
The information contained herein is considered confidential and proprietary, produced
solely for the Eastern Municipal Water District identified above.
This document and its contents are intended for the expressed purpose of presenting the
services proposed herein to the prospective Eastern Municipal Water District otherwise known
as EMWD named herein. No part of this document may be reproduced, copied or distributed
in any form or by any means, either wholly or in part, or otherwise disclosed to third parties
without the expressed written consent of Nexus Integration Services, Inc. (Nexus).
By accepting receipt of the contents herein the recipient agrees that the document, all updates,
and the information contained therein, will be held in trust and confidence and will not be
used, reproduced in whole or in part, nor its contents revealed to others except to meet the
purpose for which it was delivered. It is understood that no right is conveyed to distribute,
reproduce or have reproduced any portion of this document or item herein disclosed without
the expressed written permission of Nexus.
Should this document or any part of it be used for any other purpose other than as a Statement
of Work as a part of this Professional Services engagement between Nexus and the prospective
Eastern Municipal Water District named herein, Eastern Municipal Water District will be
charged a Consulting fee as deemed reasonable by Nexus.
Reproduction Category
Distribution Category
Sensitive
Confidential and Proprietary
Eastern Municipal Water District Acknowledgement: ________________________
Contents
Contents ..............................................................................................................3
1
Contact Information.....................................................................................5
Executive Summary.....................................................................................6
2.1
Nexus Profile..................................................................................................................... 6
2.2
Eastern Municipal Water District Profile ........................................................................ 7
2.3
Project Overview - Proposed Solution ........................................................................... 7
Solution Overview .......................................................................................9

3.1.1 Current Environment ................................................................................................. 9
3.1.2 Functional Requirements ........................................................................................ 10
3.1.3 Solution Components.............................................................................................. 13
Professional Services Overview............................................................... 17

4.1
Design Development ...................................................................................................... 17
4.2
Development Tasks ........................................................................................................ 17
4.3
Nexus Standard Development Configurations............................................................ 22
4.3.1 *Nexus Standard Softkey Template ....................................................................... 22

4.3.2 **Nexus Standard UCM Deployment Features ...................................................... 22
4.3.3 ***Secure Voice Features ........................................................................................ 23
4.4
Excluded Features.......................................................................................................... 23
4.5
Network Ready for Use (NRFU) Testing ....................................................................... 24
4.6
Knowledge Transfer ....................................................................................................... 24
4.6.1 Train the trainer knowledge transfer...................................................................... 24

4.6.2 Administrative knowledge transfer ........................................................................ 25
4.6.3 Contact Center Agent / Supervisor Knowledge Transfer .................................... 26
4.6.4 Contact Center Administrative Knowledge Transfer ........................................... 26
4.7
Cutover/First Day of Support ........................................................................................ 26
4.8
Deliverables..................................................................................................................... 26
4.9
Project Completion......................................................................................................... 27
4.10 Issue Escalation ............................................................................................................. 27

4.10.1 Implementation Issues ............................................................................................ 28
4.10.2 Operations and Maintenance (O&M) Issues.......................................................... 28
Responsibilities ......................................................................................... 31
5.1
Project Coordination ...................................................................................................... 31
5.2
Requirements Definition Document ............................................................................. 34
5.3
System Configuration .................................................................................................... 35
5.4
On-Site Staging............................................................................................................... 35
5.5
Deployment ..................................................................................................................... 36
Pricing and Payment Terms......................................................................38

6.1
Expenses ......................................................................................................................... 38
6.2
Purchase Order Issuance .............................................................................................. 38
Change Management Process..................................................................39
Assumptions .............................................................................................. 40
8.1
Unified Contact Center Express Specific Assumptions............................................. 43
Statement of Work Signoff........................................................................46
Appendix A Network Topology Diagram ..................................................... 47
1 Contact Information
Eastern Municipal Water District Contact Information
Name
Functional
Responsibility
E-mail Address
Phone
Mark Wilson
Senior Network
Administrator
wilsonm@emwd.org
(951) 928-3777 ext. 4544
hughesl@emwd.org
(951) 928-3777 ext. 4216
Len Hughes
Support Systems
Supervisor
Nexus Contact Information

Name
Functional
Responsibility
E-mail Address
Phone
Melissa
Prapassarangkool
Account Manager
melissa.prapassarangkool@nexu
sis.com
(949) 265-6037
Paul Bleecker
Regional Sales
Manager
paul.bleecker@nexusis.com
(949) 265-6069
Darren Newman
Systems Engineer
darren.newman@nexusis.com
(858) 427-2619
Ram Pisapati
Presales
Engineering
Manager
ram.pisapati@nexusis.com
(949) 265-7786
Matthew Simmons
Director of Presales
Engineering
matthew.simmons@nexusis.com
(858) 427-2689
Tod Welch
Managing
Consultant
tod.welch@nexusis.com
(858) 427-2648
donna.zabala@nexusis.com
(951) 232-9683
Project Manager
Donna Zabala
Project Coordinator
Lead Engineer
Steven Madick
Director of
Engineering
steven.madick@nexusis.com
(661) 775-2812
Dale Hardy
VP of Professional
Services
dale.hardy@nexusis.com
(858) 427-2610
Mike Heiman
VP of Engineering
mike.heiman@nexusis.com
(661) 775-2409
Deron Pearson
President/COO
deron.pearson@nexusis.com
(661) 775-2404
Waheed Choudhry
President
waheed.choudhry@nexusis.com
925-226-3308
2 Executive Summary
This statement of work (SOW) identifies the services and activities to be performed by
Nexus (and/or others as identified herein) relative to the UC Communications Upgrade
Project for Eastern Municipal Water District. The services, activities, and responsibilities
described within the following sections herein characterize the full set of deliverables for
this project, thus constitutes the working agreement between Nexus and Eastern
Municipal Water District. Every effort has been made to identify the scope of the project
based on information made available during the engagement to create the SOW.
2.1 Nexus Profile

Nexus, headquartered in Valencia, California has offices throughout California, Arizona,
Oregon and Washington. The company employs more than 500 people and serves client
organizations of all types and sizes in local, national and international markets.
With technology solutions now a key strategic business asset, the need for higher
availability, security, and reliability has increased significantly. Delivering the services
to meet these needs and maximize the benefits of a converged, complex network
requires specialized expertise leveraging consistent, proven processes and
methodologies.
Since the mid-1980s, Nexus has focused on providing the engineering and support
expertise to meet Eastern Municipal Water District requirements for advanced
technology solutions. Our thorough understanding of networks, security, wireless,
voice, video, data, and IP telephony, along with our strong relationships with
technology leaders Cisco, NEC, and Microsoft enables us to deliver a wide range of
effective technology solutions.
Our professional services use successful methodologies based on a six-phase technology
solution life cycle that enables quick deployment of advanced technologies with
minimal disruption to your business operations.
Nexus specializes in delivering innovative convergence solutions that provide
businesses with a distinct competitive advantage. We understand the challenges posed
by todays rapidly evolving technologies and leverage our extensive engineering team to
help our clients meet these challenges. We work hard to understand the unique needs of
each of our clients, and develop a personalized technology strategy to help them
succeed.
By providing end-to-end integrated solutions and removing the technology road blocks,
Nexus enables organizations to concentrate on the business that makes them successful.
Our Cisco, NEC, and Microsoft practices are positioned to help our customers such as
Eastern Municipal Water District succeed.
2.2 Eastern Municipal Water District Profile

Since its formation in 1950, Eastern Municipal Water District has matured from a small,
primarily agricultural-serving agency, to one whose major demands come from
domestic customers.
Authorized under the Municipal Water District Act of 1911, EMWDs duties and
responsibilities are further delineated in the California Water Code. In 1951, EMWD
annexed to The Metropolitan Water District of Southern California (MWD).
As with many other public entities, EMWD is authorized to exercise the power of
eminent domain, to levy and collect taxes, to fix, revise and collect rates or other charges.
The district may also issue bonds, borrow money and incur indebtedness.
Municipal water and sewer rates are not subject to regulation by the Public Utilities
Commission of California. EMWD customers instead are represented by a board of five
directors. They are elected by registered voters to four-year terms in divisions
representing comparably sized populations.
The population within the current 555-square-mile service area is about 630,000.
EMWDs operating budget for 2005/2006 is $145 million with net assets of
approximately $1.4 billion.
2.3 Project Overview - Proposed Solution

As with any new technology, occasional updates and/or upgrades are necessary in
order to stay current, to increase functionality, maintain or improve interoperability,
reliability, and/or to enhance the overall end-user experience. In this case, the primary
reasons for the upgrade include support for server virtualization and consolidation,
unified computing system platform support, improved reliability, high availability,
increased scalability, compatibility support for newer Windows applications and
operating systems, a whole host of new & enhanced telephony feature functionality
providing an overall improved end-user experience.
This project provides for upgrading all of the various UC applications to either to v9,x
by leveraging active UCSS/maintenance support/subscription contracts that EMWD
has in place today, providing for free major software level upgrade entitlement(s) from
Cisco and/or from other technology solution providers.
The various UC applications involved include: Cisco Communications Manager, Unity
Messaging, Presence, Emergency Responder, MeetingPlace Express, Contact Center
Express, Attendant Consoles, Metropolis - Call Accounting, IP Celerate IP Paging,
Inova - wall board application, along with various other supporting infrastructure such
as Cisco voice gateways located at all of the EMWD locations.
The overall upgrade process will involve many inter-related UC applications in use
today that are interdependent upon one another. As such the upgrade will require &
include a carefully planned out implementation & acceptance testing phase.
In order to minimize the risk of any potentially prolonged service outage, a parallel
UC/telephony environment will be provisioned alongside the production environment
for the most critical UC applications involved so that extensive testing can be conducted
prior to the actual switch over from the current production environment to the newly
upgraded environment.
The newly upgraded environment will leverage new server hardware technology from
Cisco called Unified Computing System. UCS represents the latest in server technology
from Cisco & provides many ROI/TCO benefits over traditional server technology. As
such, UCS will provide a reduction in physical server requirements, increased
scalability, an overall lower cost to maintain, lower power & cooling, less physical space
requirements, and so on.
The main UC applications in production today such as CUCM, Connection, CUPS, CER,
and UCCX will be distributed across two or more separate UCS C-series platforms for
high availability/redundancy purposes. All hardware will be centrally located at
EMWDs main data center location.
As part of this overall upgrade, the current Contact Center Express (UCCX) system will
be upgraded to v9.x Among many new feature enhancements, UCCX v9 includes a new
reporting interface called Cisco Unified Intelligence Center (CUIC) that
replaces/improves upon the current reporting system based on Crystal Reporting. In
addition, the existing KnoahSoft agent call recording application/workforce
management system will be replaced with a new recording/WFM solution from
Callabrio. Callabrio provides a full-featured workforce management/agent recording
solution ideal for agent performance tracking, scheduling, and forecasting.
As part of this upgrade, the current EOS/EOL MeetingPlace Express (MPE) system will
be replaced with the new Cisco WebEx Meetings Server (CWMS) application providing
for a fully on-premise, secure web-conferencing /collaboration platform for EMWD
users to schedule, host, attend audio, web, & video conferences/on-line meetings with
internal/external participates. The system supports iPad devices, VOIP streaming,
record & playback of meetings, integration with Outlook/Exchange for scheduling, AD
integration for Single Sign On, and much more.
The upgrade solution will also introduce a record on demand feature for a small
department of users located outside of the traditional call center groups, by leveraging
an add-on capability of an existing application called IP Celerate/IP Paging. This add-on
software module called IPstudio will provide up to 10 sessions initially so that users
of this department can press a record key on their IP phones in order to record any
phone call at the users discretion.
Finally the upgrade will include a Jabber implementation for a select user group for
EMWD to test & evaluate the power of Cisco collaboration over a multitude of user
devices including mobile devices.
The overall upgrade will help EMWD continue their tradition of taking advantage of
technology to improve the overall user experience, increase overall productivity, &
ultimately improve the quality of service provided to their customers.
This SOW provides a high-level overview of the various
components/tasks/responsibilities involved.
3 Solution Overview
Nexus has made every effort to detail any assumptions, outstanding caveats, and other
considerations within this document, based on our current understanding of Eastern
Municipal Water Districts requirements and the UC existing environment. This section
should be carefully reviewed by all parties to ensure accuracy and completeness of the
information provided.
Based on pre-sales meetings & conversations between Nexus and the Eastern Municipal
Water District, Nexus perceives the following about Eastern Municipal Water District.
3.1.1 Current Environment
From a telephony perspective, EMWD currently has various Cisco and other solution
provider UC applications in place that together comprise their overall communications
environment. These various applications include: CUCM version 6.1.5.1, an older/no
longer supported attendant console application, Unity version 5.0(1), CER version 2.x,
EOS/EOL MeetingPlace Express v2.0, Contact Center Express (UCCX) v5 50 Agent
Premium Edition, Knoahsoft Agent Call Recording, Inova wall boards, IP Celerate IP
Paging, Metropolis Call Accounting, Operations Manager v2.0, various 2800/3800 series
voice gateways running IP Services IOS 12,xxx code, and approximately two VG224
analog voice gateways.
The high-level IP telephony components consist of three Cisco Communications
Manager 6.1 servers for call processing. The three servers provide failover and overall
load balancing, along with other various services such as: Music on Hold, CTI Manager
for agent desktop call-control, master database replication, TFTP/firmware updates, and
more.
The high-level conferencing system consists of a Cisco MeetingPlace Express server that
provides audio and web conferencing for EMWD users. This system consists of 35 ports
for audio and 26 ports for web conferencing. This product has reached end of sale and
end of support was April 2013. Therefore a new conferencing solution to replace MPE is
proposed & included CWMS.
Most of the phone instruments deployed are the Cisco model 7965 phone which
provides 10/100/1000 IP LAN connectivity, a large color display, and also supports the
G.722 wideband audio codec. Other instruments include conference room phones, PCbased soft phones for remote workers, and mobility features for workers on the go who
need their cellular phone and desk phone to ring simultaneously SNR or Mobile
Connect.
For voice messaging, Cisco Unity provides Unified Messaging which allows the use of
the EMWD Exchange e-mail environment to deliver voicemail messages to the same
inbox.
The environment also includes Cisco Emergency Responder (CER). CER provides
Enhanced 911 functionality, while Metropolis Call Accounting provides for basic Call
Detail Record Reporting.
From a security perspective, Firewall Services Modules (FWSMs) are deployed in a

redundant configuration. These Firewall Services Modules (FWSMs) may also be
deployed to support a security layer and trust boundary between the Unified
Communications application servers and the rest of the network.
The high-level Overhead Paging solution in place consists of an IPCelerate application
server which provides either overhead paging capability and/or uses the Cisco IP
Telephones as paging endpoints as well as paging to IP-based speakers at the remote
locations. IPCelerate has the capability to integrate with other sources such as overhead
paging systems, Facebook, Tweeter, Email systems, and more.
From a call center perspective, the various applications include: UCCX version
5.0(2)SR03_Build317 for 50 users Premium Edition running on two 7835 HA servers.
KnoahSoft Call Recording, and Inova Wall Boards are also in place.
All of the current server hardware is either MCS7835/MCS7845 H2 series and is no
longer suitable for the newer software versions, unless specified. Some existing server
hardware will be leveraged for the upgraded environment such as: Metropolis, IP
Celerate & Inova.
From a network perspective, EMWD has various Cisco infrastructure in place that will
for the most part remain unchanged, with the exception of the voice gateways and/or
analog gateway IOS upgrades as mentioned above.
From an application/groupware perspective, EMWD currently runs the following:
Office 2010 including Exchange/Outlook 2010
Predominately Windows XP on the desktop / moving towards Windows 7
Active Directory 2003 SP2
3.1.2 Functional Requirements

Based on various meetings that were conducted with Eastern Municipal Water District
key stake holders, the following functional requirements have been gathered:
Establish and configure new UCS server hardware platform(s) onto which the various
main/critical UC applications will be deployed & distributed across and/or migrated to
from the old MCS server hardware in place today.
Upgrade the various UC applications as follows:
Upgrade Call Manager from v6 to v9.1 / distribute UCM Pub/Sub servers across UCS
for redundancy (three instances for load balancing/failover)
Install /configure centralized UC Enterprise License Manager (ELM server) Enterprise
License Manager provides simplified, enterprise-wide management of user-based
licensing, including license fulfillment. Enterprise License Manager also supports
allocation and reconciliation of licenses across supported products, and provides
enterprise-level reporting of usage and entitlement.
Upgrade/migrate Unity v5 to Unity Connection v9.x / distribute across UCS for
redundancy (two instances for load balancing/failover)
Upgrade Emergency Responder to v9.x / distribute across UCS for redundancy (two
instances for failover) (two instances are in place today) existing MCS 7835 H2 server
hardware is not supported for CER v9 and above
MeetingPlace Express: By leveraging Cisco UCSS/ESW upgrade entitlement,
replace/migrate current EOS/EOL MPE application to CWMS product using new
dedicated UCS server hardware platform. Current MPE licensing is:
25Audio/6Web/6Video. Also deploy an Internet/DMZ Reverse Proxy server (IRP) for
remote/outside secure access to meetings hosted on-premise. Integrate with
Outlook/Exchange for scheduling, configure for single sign-on (SSO) via SAML or AD
integration - provides the ability for users hosting meetings to use their AD credentials
when signing on to CWMS Web/Outlook/Productivity Tools interfaces. EMWD must
already have a functional Identity server/service in place such as ADFS that is SAML 2.0
compliant and/or functional Active Directory infrastructure in place.
Upgrade the existing IP Celerate IP Paging application using existing hardware. Then
enable/configure for IPstudio - On-demand Recording for a small dept of users
(approximately 10) outside of the traditional call center environment. Provision the
network / appropriate voice VLAN for SPAN (for capturing VOIP streams) in support
of recording calls/capturing voice traffic. The IP Celerate server will store the voice
recordings locally and/or EMWD may opt to provide a SAN/network based storage
instead.
Upgrade the existing Metropolis call accounting system using existing server hardware,
and by leveraging an active support contract in place for which the upgrade is provided
free of charge.
Deploy a new premium edition attendant console application for two
operator/attendant positions to replace the existing console application that was
included free with earlier versions of Cisco Call Manager. Also to be deployed on new
UCS hardware however the application and client software will both leverage existing
customer-provided (CPE) Windows client workstations & Windows operating systems.
Implement a 50-user Jabber UC collaboration deployment as follows: Users of this
select group will pilot/test out the full Cisco UC collaboration user experience by
running the new Jabber for Windows/Mac/Mobile UC/IM/Presence clients. Further
integrate this client with users calendars, provide desk phone & integrated soft phone
call control, the ability to chat, group chat, video call, and escalate a call into a desktop
sharing session and/or to a CWMS WebEx audio/web/video meeting/conference.
Configure & deploy an on-premise CUP server as part of this Jabber deployment/a
required component using new UCS server hardware. Nexus will configure two
instance of each Jabber client type. EMWD will configure remaining clients as needed.
Provide professional / consulting services in order to implement a VPN On-Demand
feature solution in support of users running Cisco Jabber mobile client software. When
users launch Cisco Jabber mobile application clients from devices such as Apple IOS
iPhone/iPad and/or Android from outside the trusted LAN/wireless network, the
remote devices can automatically launch a VPN connection negating the need for the
user to launch the VPN connection first and /or requiring the user to enter a user name
and password each time. In order to accomplish this task, certificate based
authentication is required - EMWD will provide/stand-up a Windows-based Certificate

Authority Server (CA Server) in order to internally distribute digital certificates to the
mobile devices using standards-based Simple Certificate Enrollment Protocol (SCEP)
protocol. Nexus will assist EMWD in implementing this functionality by leveraging
existing ASA hardware, along with the required Cisco Any Connect VPN client
licensing (Essential or Premium Edition) including the required ASA mobile licensing all customer-provided/CPE. This functionality is limited to only those mobile devices
that support a VPN on Demand feature such as the iPhone/iPad (other mobile devices
may not support this feature) Note: The current ASA firewall(s) must be running v8,4 or
above code. Also note: The VPN On-Demand connection can leverage either a
public/private WiFi 802.11 connection and/or a cellular 3G/4G connection depending
on the particular mobile device user's service provider's capabilities/service offerings.
In addition, implement a Jabber for Everyone Else deployment for the remaining
EMWD workforce outside of the above 50 user Jabber UC collaboration deployment
as follows: For everyone else, Cisco offers free Jabber IM/Presence capability only.
Nexus will configure the system for all users. EMWD will be responsible for deploying
the client out to the entire workforce as needed. Users of this group will be able to chat,
and check the presence availability of all users including the select group above.
Advanced features such as integrated soft phone, call control, & video will not be
available to these users. Nexus will install, configure, & test up to 2 Jabber for everyone
clients, EMWD will install, configure, & test remaining Jabber for everyone clients as
needed.
The existing voice gateways (approximately 7ea ISR 2811s, 2ea ISR 3825s, 1ea ISR 2851
will be upgraded from v12.x IOS to v15.x IOS (IP Services Feature Set) for compatibility
with CUCM v9.x Remote sites SRST will be tested for proper survivability operation
(SRST) after the upgrade is completed.
In addition, two analog voice gateways (VG224s) will be upgraded as needed in
support of CUCM v9.x
The overall LAN/WAN network remains unchanged, unless otherwise stated within or
is addressed as a separate project altogether.
Network Management: From a network management perspective, EMWD uses/runs
SolarWinds Network Management application products. This application is not affected
and/or part of the UC upgrade project. EMWD also uses/runs Operations Manager v2.0
for monitoring/testing the UC related environment only. This product does not include
any upgrade entitlement and would require a significant cost to upgrade. Therefore
Operations Manager will not be upgraded and/or will be decommissioned, or no longer
needed.
Nexus understands the operational requirements for the contact center include:
Single-stage (single maintenance windows, likely weekend) system upgrade

deployment approach based on best practice upgrade paths for the UCCX
system, system software interdependencies and compatibilities, and site type
and size.
High-level Cutover plan (subject to change/fine tuning during post-sales
engagement):
Build-out UCCX to new Linux UCCX 9.0

Build upgrade of the new UCCX Servers and migrate the
database; freeze changes
Replicate existing applications from UCCX 5.x to UCCX
9.0
Recreate Custom Prompts
Test
o Create UCCX 9.0 Test Environment and develop/complete all Test Plans
o Knowledge Transfer to EMWD Admin Team
Utilize customer maintenance windows to minimize disruptions and down time
for end users
o
Please see Schedule A for detailed Bill of Materials.

Upgrade from UCCX 5.x HA to UCCX 9.0 HA:
Use existing new Cisco UCS C 260 M2 servers
CCX Upgrade Licenses from 5.x to 9.0 for Premium seats using UCSS
CCX High-Availability 5.x to 9.0 Upgrade License using UCSS
3.1.3
Solution Components
IP Celerate Paging &

Recording Application
1IPSTUDIO
1IPSTUDIOLIC5
1
1
1TRNIPSTUDIO
IPIMPACT
1IPPROFSVCS1
1
1
UCSC-C220-M3S
UCSC-HS-C220M3
UCSC-RAIL1
UCS-CPU-E5-2643
UCSX-TPM1-001
UCSC-PSU-650W
CAB-9K12A-NA
UCSC-CMA1
4
2
4
2
4
4
2
Recording software module - includes 5 sessions

Block of five channel licenses for IPstudio recording
software
IPstudio training support through IPcelerate Learning
Management System
IPcelerate's Customer Impact Program
Remote phone support
UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/

rail kit
Heat Sink for UCS C220 M3 Rack Server
Rail Kit for C220, C22, C24 rack servers
3.30 GHz E5-2643/130W 4C/10MB Cache/DDR3 1600MHz
TPM Module For UCS
650W power supply for C-series rack servers
Power Cord, 125VAC 13A NEMA 5-15 Plug, North America
Reversible Cable Management Arm for C220,C22,C24
servers
UCS-MR-1X082RY-A
UCS-HDD300GI2F105
16
16
UCSC-SD-16G-C220
UCS-RAID-9266
UCSC-PCIE-IRJ45
CON-OSP-C220M3SF
2
2
2
6
VMW-VS5-STD-3A
CON-ISV1-VS5STD3A
18
UCUCS-EZ-C240M3S
UCS-CPU-E5-2680
UCS-MR-1X041RY-A
2
8
UCS-MR-1X082RY-A
UCS-HDD300GI2F105
8
16
UCS-RAID-9266CV
UCSC-PCIE-IRJ45
UCSC-PSU2-1200
N20-BBLKD
UCSC-HS-C240M3
UCSC-RAIL-2U
UCSC-SD-16G-C240
UCSC-PCIF-01F
CON-SNTP-UC240M3S
CAB-C13-C14-2M
1
2
2
8
2
1
1
2
1
2
UCSC-C220-M3S
UCSC-HS-C220M3
UCSC-RAIL1
N20-BBLKD
UCSC-SD-16G-C220
UCS-RAID-9266
R2XX-RAID10
UCSC-PCIE-IRJ45
UCSC-PSU-650W
A03-D500GC3
2
1
4
1
1
1
1
2
4
CAB-N5K6A-NA
VMW-VC5-STD-3A
CON-ISV1-VC5STD3A
2
1
3
8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35v

300GB 6Gb SAS 15K RPM SFF HDD/hot plug/drive sled
mounted
16GB SD Card Module for C220 servers
MegaRAID 9266-8i + battery backup for C240 and C220
Intel i350 Quad Port 1Gb Adapter
ONSITE 24X7X4 UCS C220 M3 SFF w/o
VMware vSphere 5 Standard (1 CPU), 3yr, Support
Required
ISV 24X7 VMware vSphere Standard, List Price is ANNUAL
UCS C240 M3 SFF, dual-8-core/2.7 GHz, 96 GB RAM,
16x300GB 15
2.70 GHz E5-2680 130W 8C/20MB Cache/DDR3 1600MHz
4GB DDR3-1600-MHz RDIMM/PC3-12800/single
rank/1.35v
300GB 6Gb SAS 15K RPM SFF HDD/hot plug/drive sled
mounted
MegaRAID 9266CV-8i w/TFM + Super Cap
1200W 2u Power Supply For UCS
UCS 2.5 inch HDD blanking panel
2U Rail Kit for UCS C-Series servers
16GB SD Card Module for C240 Servers
Full height PCIe filler for C-Series
SMARTNET 24X7X4 UCS C240 M3 Server
Power Cord Jumper, C13-C14 Connectors, 2 Meter Length

rail kit
Enable RAID 10 Setting
500GB 6Gb SATA 7.2K RPM SFF hot plug/drive sled
mounted
Power Cord, 200/240V 6A North America
VMware vCenter 5 Server Standard, 3 yr support required
ISV 24X7 VMware vCenterServer Standard, List Price is
ANNUAL
VMW-VS5-ENT-3A
VMware vSphere 5 Enterprise (1 CPU), 3yr Support

Required
ISV 24X7 VMware vSphere Enterprise, List Price is
ANNUAL
ONSITE 24X7X4 UCS C220 M3 SFF w/o
CON-ISV1-VS5ENT3A
UCS-CPU-E5-2665
UCS-MR-1X082RY-A
CON-OSP-C220M3SF
2
8
3
UCSC-C220-M3S
UCSC-HS-C220M3
UCSC-RAIL1
N20-BBLKD
UCSC-SD-16G-C220
UCS-RAID-9266
R2XX-RAID10
UCSC-PCIE-IRJ45
UCSC-PSU-650W
CON-UCSD7-C220M3SF
A03-D500GC3
2
1
4
1
1
1
1
2
3
4
VMW-VS5-ENT-3A
CON-ISV1-VS5ENT3A
CAB-N5K6A-NA
UCS-MR-1X082RY-A
UCS-CPU-E5-2640
2
6
2

rail kit
Enable RAID 10 Setting
UC SUPP DR 24X7X4OS UCS C220 M3 SFF w/o
500GB 6Gb SATA 7.2K RPM SFF hot plug/drive sled
mounted
VMware vSphere 5 Enterprise (1 CPU), 3yr Support
Required
ISV 24X7 VMware vSphere Enterprise, List Price is
ANNUAL
Power Cord, 200/240V 6A North America
CUAC9X-ATT-CON
UCSS-ATT-PAK
CUACE9X-ATT-CON
UCSS-ATT-CUE-3-1
CON-ESW-CUACE9XA
CON-ESW-CUAC9X-A
Cisco Unifed Attendant Console 9.x
2
2
2
6
2
PAK for Cisco Unified Attendant Console UCSS

Cisco Unified Attendant Console Enterprise Edition 9.x
UCSS for Enterprise Att Console for 3 years - 1 Instance
ESSENTIAL SW Cisco Unified Attend
ESSENTIAL SW Cisco Unifed Attenda
R-CUWL-STD-K9
ADR-UWL-RTU
CIPC-UWL-RTU
CUPC-UWL-RTU
IME-90-UWL
IME-PAK
IPAD-UWL-RTU
JAB-SDK8-UWL-RTU
JAB8-MAC-UWL-RTU
Unified Workspace Licensing - Top Level for STD
1
1
1
1
1
1
1
1
Cisco Jabber for Mobile Android RTU

CIPC UWL Right to Use Certificate
CUPC UWL PAK
IME 9.0 Media Kit
Include PAK Auto-expanding PAK for IME
Jabber for iPad Right to Use Certificate
Jabber for SDK Right to Use Certificate
Jabber for MAC Right to Use Certificate
JAB9-DSK-UWL-RTU
JABBER-IM-RTU
LIC-UWL-STD-A
UCM-9X-UWL-STD
UCSS-UWL-STD-PAK
UCXN-9X-SC-PORTS
UCXN-9X-UWL-STD
UWL-STD-PAK
VOIP-IPH-UWL-RTU
WEBCOMM2-UWL-RTU
NEW-UWL-STD
UC-APPS-SW-9.0-K9
JAB9-DSK-UWL
CUP9-ONPREM-OPT
JABBER-IM-ADDON
CON-ESW-RCUWLSK9
UCSS-UWL-STD-3-1
ADR-USR-LIC-UWL
IPC8-CLIENT-UWL
JAB-SDK8-UWL
JAB8-MAC-CLNT-UWL
JAB9-IPAD-UWL
UPC8-CLIENT-UWL
VOIP-IPH-UWL
VXME-VXC6215-UWL
WEBCOMM2-UWL
CON-ESW-LICUWLT
CQM-UTC2WADV-000002.00
CQM-UTC2QADV-000002.00
CSS-QMPLATAD0002.01.10
CSS-WFPLATAD0006.01.10
1
1
50
50
1
1
50
1
1
1
50
1
50
1
1000
1
50
1
1
1
1
1
1
1
1
1
150
60
60
60
60
Jabber for Desktop Right to Use Certificate

Jabber for Everyone Right to Use
Services Mapping SKU, Under 1K UWL STD users
UC Manager 9.x CUWL STD Users
UWL STD UCSS PAK
Unity Connection 9.x SpeechConnect Ports
Unity Connection 9.x CUWL STD Users
CUWL STD 9.x PAK
Cisco Mobile Voice RTU
Cisco Web Communicator 2.x for CUWL - RTU
New CUWL Standard Edition User, 1 User
Version 9.0 Software Kit
Jabber for Desktop 9.x for CUWL Only
Included CUCM IM and Presence for on-premise use
Jabber for Everyone Additional IM Users
ESSENTIAL SW Unified W-space Lic - Top Level for STD
CUWL Standard UCSS - 3 years - 1 user
Cisco Jabber for Mobile for Android
IP Communicator 8.x for CUWL only
Jabber for SDK 8.x for CUWL Only
Jabber for Mac 8.x for CUWL Only
Cisco Jabber for iPad
Unified Personal Communicator 8.x for CUWL only
Cisco Mobile Voice Client for iPhone
Cisco VXME for VXC 6215 for CUWL
Cisco Web Communicator 2.x for CUWL - 1 Client
ESSENTIAL SW Services Mapping SKU
Upgrade to Calabrio 2.0 Workforce Mgmt User License,
Advanced
Upgrade to Calabrio 2.0 Quality Mgmt User License,
Advanced - Voice, Screen, Eval
Quality Mgmt Advanced Platinum Maintenance Support Year 1
Workforce Mgmt Advanced Platinum Maintenance Support Year 1
4 Professional Services Overview

4.1 Design Development
Upon Eastern Municipal Water Districts review and acceptance of this SOW, Nexus will
collaborate with EMWD in order to develop a detailed design / project implementation
plan. Requirements will be translated into technical parameters that describe the
solution configuration and programming.
4.2 Development Tasks

Please note: a more detailed project plan will be presented after the initial Eastern
Municipal Water District kick-off meeting.
System
Kick-off Meeting
Planning & Design
Sessions Phase, etc
Task
EMWD
Organize & conduct a kickoff meeting to introduce

the various team members involved
Organize & conduct planning & design session(s)
Provide any related documentation as needed:

Network Topology Diagrams for example
Project Management
Staging Phase
Nexus
Conduct/gather requirements
Provide implementation plan
Provide Acceptance Testing plan
Provide overall project management
Organize & schedule weekly/bi-weekly status

meetings, manage communications, planning
sessions, track materials, schedule resources,
provide project plans, progress reports, timelines
Provide adequate staging area
Perform staging of equipment
Stage various UCS hardware: UCS Chassis, UCS

Servers, etc
Provide all UC software application upgrade

entitlements via UCSS contracts
Provide all VMware ESXi licenses
X
X
System
Implementation Phase
High level upgrade tasks:
CUCM:
Testing phase: CUCM
Cutover Phase: CUCM
Task
EMWD
Stage all software upgrade entitlements
Register ESW/SmartNET/UCSS contracts
Rack n stack UCS server hardware
Provide OVA templates
ESXi Build out virtual machines / OVA templates
Backup v615 CUCM user DB
Install /configure ELM server for centralized license

distribution
Build new CUCM v9 environment on UCS server

hardware
Transfer user database to new CUSM environment
Prepare to cutover
Test all services running
Cutover phase
Re-configure 2ea VG224s to point to new CUCM IP

address
Re-configure all ISR voice gateways to point to new

CUCM IP address
Upgrade existing voice/SRST related 2800/3800

series gateways from version IOS code 12.x to v15.x
Provide DRAM/FLASH memory for ISR routers if/as

needed
Presence/CUP
Nexus
Conduct final testing All IP phones register, all

gateways register, & are operational
Implement CUPS server
Migrate Presence/CUP to UCS server hardware

upgrade to v9
Replicate Presence/CUP to second UCS platform
Upgrade CUPC clients/replace with new Jabber

client
System
rd
3 Party applications:
Implementation Phase
high level upgrade tasks:
UCCX:
Task
EMWD
Nexus
Test clients / test Presence/CUP application for

proper operations
IP Celerate Provide existing server hardware,

server OS, appropriate licensing, & maintenance
upgrade entitlement
Upgrade/re-install IP Celerate Paging application
Configure upgraded application same as current

application environment
Install/configure IP Studio for the ability to record

calls outside of the formal Call Center for a
select/small group/dept of approx 10 users.
Configure LAN/VLAN via SPAN in support of

capturing VOIP packets/voice streams/recorded calls
Configure a Record button on IP Phone template

for On Demand recording of calls
Provide storage for voice recordings (either on the IP

Celerate server or a SAN-based storage / mapped
drive, etc)
Test paging / call recording application
Provide a demonstration on How to record calls

and how to retrieve recorded calls
Backup UCCX database
Provide OVA templates
ESXi Build out virtual machines / OVA templates
Install IPIVR 8.5.1 SU3 on Primary Server

Apply UCCX license
Configure Call Control Group
Restore UCCX from old platform
Install IPIVR 8.5.1 SU3 on HA Server
Modify scripts affected by Unix OS
Change Freeze - Duplicate all

changes on both platforms
UCCX: Other tasks
Clean up old/unused UCCX call scripts

Reporting Generic reporting only no custom
reports provided
X
na
na
System
Task
EMWD
Nexus
Outbound Dialer will not be configured
na
na
Email - UCCX Email Contact Center functionality will

not be configured.
na
na
Prompt/script file optimization not included
Na
na
Testing phase: UCCX
Test: Triggers/Scripts, Recording Prompt Application

Failover, Backend database, Flu, 100 Message
Queue Cap, Emergency Close
Email Notifications via scripts
Recording/Monitoring, CAD
Agent Login, Supervisor, Reporting
Cutover Phase: UCCX
Desktops: Upgrade CAD desktops
IP Phone Agent, Browser Edition, Cutover Testing,

Outside Trig
Upgrade existing LED reader board application for

compatibility with UCCX/CUCM v9.x
Test existing LED reader board displays
Replace KnoahSoft with Calabrio Call Recording and

WFO/WFM solution
Provide training to end-user supervisors
Test upgrade / application
Provide a admin overview of new features &

functionality
Install/configure new Attendant Console app to

replace existing free version with earlier versions of
CUCM
Inova Reader Board

application
rd
Test other 3 Party

applications:
Workforce Management
WFM
Attendant Console
application
Provide server and client Windows machines / client

& server operating systems / licensess
Test Attendant Console operations
X
X
System
Task
EMWD
Nexus
Train operators on Attendant Console operations
Implement a 50 user Jabber for Windows / Mac /

Mobile test/pilot deployment
Configure Jabber Mobile for VPN On-Demand

leveraging CPE CA server, ASA Mobile /
AnyConnect Licensing
Jabber Deployment
Provide and configure Microsoft CA server
Provide ASA Cisco AnyConnect Essential/Premium

Edition VPN licensing + Cisco Mobile Connect
License
Provide Cisco ASA appliances with code v8.4 or

above
Configure two of each Jabber client (Windows, Mac,

Mobile for iPhone, iPad, Android, etc
Configure remaining clients as needed
CWMS/MPE
EMWD Related Tasks:
Replace existing MPE product with CWMS using

UCSS entitlements
Install & configure an IRP server for remote

participate, secure access to web conferences
Configure either SSO via SAML 2.0 or AD integration
Provide the SAML 2.0 compliant ADFS server or

functional/compatible AD environment for SSO
Training & Final Close out

Phase
Integrate Jabber for Windows with CWMS
Train users on CWMS (Train the Trainer)
Provide cutover / go-live support
Provide post cutover support maximum 16 hours
Provide an overview of CUCM/UCCX new features &

functionality
Provide a structured training for admin training up

to 24hrs and final how to documentation to cover
the day to day tasks such as: how to add a new
user, a new agent, how to change the holiday
schedule, ho to perform basic troubleshooting, etc
Provide final as-built documentation
Install, configure, all client software as needed:
System
Task
EMWD
Nexus
Agent CAD, Jabber, Jabber for everyone, Unity

Connection Outlook Plugin, etc
4.3 Nexus Standard Development Configurations

4.3.1 *Nexus Standard Softkey Template
Although all Cisco Unified IP phones support similar features, features are implemented
differently on various models. For example, some models configure features such as
Hold or Transfer by using phone button templates; other models have fixed buttons or
onscreen program keys for these features that are not configurable. Also, the maximum
number of lines or speed dials that are supported differs for some phone models. These
differences require different phone button templates for specific models. Nexus
standard softkey template features include:
CallPark
iDivert
Meet-Me conference (Up to 4

bridge numbers and 6
participants)
Conference
Join
Message waiting indicator
Do Not Disturb
(on 5.x and 6.x only)
Hold
Redial
Forward All
Line
Transfer
4.3.2 **Nexus Standard UCM Deployment Features

Nexus has formulated a standard set of Unified Communications Manager features that
are included in every deployment. These are features that meet most Eastern Municipal
Water Districts needs. UCM is a feature rich product, if there are additional features
that your organization would like implemented, please work with your account team to
make those adjustments. If any additional features are requested, Nexus can install
(within reason) and judgment will be made by Nexus managing consultant.
CAC (location based,

not RSVP)
Extension Mobility (up to 5 profiles)
CCM User Page
Call Back
Directories (corporate only)
Admin Page
Call Preservation
Hunt Groups (limit 5)
Phone File Authentication
Call Pickup (PickUp)

and Group Call Pickup
(GPickUp)
Multi-party Audio Conference
See Feature Definition Attachment

for feature descriptions
Cisco Attendant
Console (1 instance)
Programmable Line Keys (PLK) if required
4.3.3 ***Secure Voice Features

Nexus takes pride on the successful, secure deployment of your voice and data network.
Nexus follows a proven methodology which is largely based on Ciscos best practices for
a secure voice environment. Many security layers are required to ensure a secure
environment. At a minimum, Nexus will configure the following:
Infrastructure
Servers
Endpoints
Separate voice and data

VLANs
CSA
Signed images (phones)
No static Dot1q trunks
Approved Anti-virus (EMWD)
Disable gratuitous ARP
Use of ACLs
Cisco Security Patches
Class or restriction
BPDU Guard, Root Guard

Port Security
Dynamic ARP Inspection
Secure Management Plane
DHCP Snooping
The listed security features are the basic/intermediate features that cause little to no
disruption to an organizations day-to-day operations.
4.4 Excluded Features

Below is Nexus excluded list of available features. These features require additional
time and planning during an implementation, thus affecting the Schedule A. If any of
these features are requested by Eastern Municipal Water District, it will require a
Change Order Request Form to be filled out.
Optional UCM features available but not included as part of this SOW.
Personal and Global Speed Dials
XML applications
Mobile
Advantage/Communicator
Malicious Call Identification
Paging/Intercom/Whisper
Mobile Connect (Nexus will

configure up to 100 users).
CAC including RSVP version, and

CAC for decentralized designs with
Gatekeepers
Call Recording/Monitoring
(provided via KnoahsARK). To
be installed by Nexus.
Customized Reporting
Unified Phone Application Suite
Forced Authentication
Codes/Client Matter Codes
Phone View/Phone Messenger
Barge and Privacy
Unified Presence/Presence
Status with UCM
Custom Call Coverage Paths
Call Accounting (provided via

Metropolis Call Accounting
package). To be installed by
Nexus.
AD/LDAP Integration
3rd Party Attendant Console
4.5 Network Ready for Use (NRFU) Testing

The following parameters are examples of testing to establish the acceptance
criteria/proof of performance that shall result in successful project acceptance.
Successful automatic alternate routing between facilities
Successful survivable remote site telephony fallback at all remote offices (when
applicable)
Deployment and testing of Cisco IP telephones
Successful testing of voicemail for all facilities
Validated dial plan
Successful cut-over from existing telephony services to the newly upgraded

Cisco IP telephony solution
4.6 Knowledge Transfer

The success of any technology implementation is dependent on the usability and
perception of the system to the users. Nexus provides Knowledge Transfer sessions
for both users and administrative staff.
4.6.1 Train the trainer knowledge transfer
Nexus will provide two (2) days of knowledge transfer for the Eastern Municipal
Trainers to Train the EMWD staff on using their new phone and voicemail system.
These sessions typically take place on the business days immediately preceding the
cutover weekend (for example, if cutover takes place on a Saturday or Sunday, and two
days of training are provided, classes will take place on the Thursday and Friday before
the cutover weekend). Nexus will work with EMWD on when it is best to train the
trainers based on the number of end-users that will be required to receive training.
This IP telephony training typically includes instruction on using the telephone set,
making calls, accessing voicemail, setting up greetings, etc.
In addition to training the trainer for general phone and voicemail usage Nexus will
provide one and one-half (1.5) days of knowledge transfer for the Contact Center agents
and supervisors.
4.6.2 Administrative knowledge transfer
It is intended that EMWD will designate appropriate personnel who are familiar with
the project details and who will continue to maintain the systems after cutover. The
knowledge transfer session(s) provide the basic understanding of how your system(s)
operate and how to accomplish basic MAC (moves/adds/changes) requirements.
Knowledge transfer DOES NOT provide expert and/or advanced functionality
administration. Client should NOT expect to troubleshoot advanced situation and
upgrade their system(s) without assistance from Nexus or Cisco unless client personnel
receive advanced Cisco training/certification(s).
Nexus will provide one informal administrative knowledge transfer session for up to
twenty (20) hours to accommodate up to four (4) attendees. This session will be
conducted on the day after completion of go live support. If a lot of supervised (overthe-shoulder) knowledge transfer occurs during implementation, the amount of time the
overall time on administrative knowledge transfer may vary.
Informal administrator knowledge transfer typically covers the following:
Unified Communications Manager
Introduction to Unified Communications Manager
How to add users/phones/extensions/voicemail
Basic call handling, dialing plan
Basic troubleshooting techniques
Maintenance and backup
Unity Unified Messaging/Unity Connection:
Introduction to Unity
Add/delete subscribers
Call handler, class of service, basic reports
Basic troubleshooting techniques
Maintenance and backup
4.6.3 Contact Center Agent / Supervisor Knowledge Transfer

No Agent training is included in this implementation.
4.6.4 Contact Center Administrative Knowledge Transfer
It is intended that EMWD will designate appropriate personnel who are familiar with the
project details and who will continue to maintain the systems after cutover. The
knowledge transfer session(s) provide the basic understanding of how your system(s)
operate Knowledge transfer DOES NOT provide expert and/or advanced functionality
administration. Client should NOT expect to troubleshoot advanced situations and
upgrade their system(s) without assistance from Nexus or Cisco unless client personnel
receive advanced Cisco training/certification(s).
Nexus will provide one informal administrative knowledge transfer sessions for up to 4
hours total to accommodate up to three (3) attendees. These sessions will be conducted
post cutover. If a large amount of supervised (over-the-shoulder) knowledge transfer
occurs during implementation, the amount of time the overall time provided on
administrative knowledge transfer may vary. Since EMWD has been using Cisco UCCX
for some time the Administrative Knowledge Transfer will concentrate on the differences
between the versions. Standard Knowledge Transfer commitments will apply to the
Cisco Advanced Quality Management and Work Force Management Administrative
Knowledge Transfer,
One (1) 6 hour Standard Reports Overview
One (1) 4 hour System Administration Knowledge Transfer
One (1) 8 hour AQM System Administration Knowledge Transfer
One (1) WebEx Session from Calabrio (OEM for Cisco WFM) for WFM Administration
Knowledge Transfer
4.7 Cutover/First Day of Support

Cutover will take place in a single phase, unless otherwise noted. Nexus will provide
on-site support for the cutover at a mutually agreed upon time.
Nexus will provide two technicians to run the help desk. The technicians job will be to
answer a help desk number and to perform minor adds, moves, and changes for users.
These technicians will be onsite during the first day (from 7:30 am to 5:30 pm) that users
will need to operate the system.
This SOW does not cover additional services such as network audit, network
assessment, network design, or consulting.
4.8 Deliverables
To Eastern Municipal Water District from Nexus:
Project plan
Data Collection Worksheet
Signed Network Ready For Use (NRFU) check sheet
Updated Visio diagrams
Design Definition Deliverable (DDD)
The Design Definition Deliverable (DDD) will contain as built information, such as
updated call-flow diagrams, IP address information, and final configurations and will be
submitted to Eastern Municipal Water District after the cutover date.
To Nexus from Eastern Municipal Water District:
Signed SOW
Signed Data Collection Worksheet
Signed In-Service Acknowledgement Form
4.9 Project Completion

As acknowledgement that the system has been placed into commercial operation, the
Eastern Municipal Water District will sign an In-service Acknowledgement form,
which may list certain minor items that were not yet able to be deployed. These items (if
any) will also have documented due dates for the expected completion date. Other items
listed could include as-built documentation and or drawings as applicable based on
what was purchased in the agreement.
Upon Nexus completion of the professional services, Nexus shall notify Eastern
Municipal Water District of completion of a specific milestone or service performed by
providing an In-Service Acknowledgement Form. Eastern Municipal Water District has
five (5) working days from the receipt of the In-Service Acknowledgement Form to
schedule appropriate personnel to review the particular milestone or services performed
and sign the In-Service Acknowledgement Form. Signing of the In-Service
Acknowledgement Form, or Eastern Municipal Water Districts failure to respond to the
form within the designated five (5) day period, signifies Eastern Municipal Water
Districts acceptance of the milestone and that services have been performed as
described in the In-Service Acknowledgement Form and in accordance with the SOW.
In order to refuse acceptance of the services performed, Eastern Municipal Water
District must provide Nexus with full details that show that services do not conform to
the SOW. Nexus shall address such non-conformance in a timely manner. Nexus shall
compile an action plan to correct any deficiencies and the process for acceptance detailed
herein shall be repeated until such time as all deficiencies have been resolved and the
services meet the requirements of the SOW. Acceptance may not be withheld due to
defects in services that do not represent a material non-conformance with the
requirements of the SOW.
4.10 Issue Escalation

Two types of support issues that require escalation:
1. Implementation issues
2. Operations and Maintenance (O&M) issues
4.10.1 Implementation Issues
All issues directly related to the implementation of the Eastern Municipal Water District
network are the responsibility of, and should be directed to, the Nexus Project Team.
These issues include anything within the scope of the signed Professional Services
Statement of Work. Please note that the responsibility for maintenance of the installed
components of the new network transitions to an O&M status upon Eastern Municipal
Water District signing the Site Completion Certificate. In lieu of a formal handoff
procedure, it must be agreed that the responsibility for any equipment, properly
installed, configured, and tested by Nexus, becomes the responsibility of Eastern
Municipal Water District.
Problem Resolution During an implementation, the Project Coordinator will be
responsible for ensuring Cisco-related issues are resolved to the satisfaction of Eastern
Municipal Water District. For contact information pertaining to the Nexus Project team
please direct all inquiries to the following individual:
Name
Title
E-mail Address
Phone
Office
Donna
Zabala
Project
Manager
donna.zabala@nexusis.com
(951) 232-9683
Murrieta
Tod Welch
Managing
Consultant
tod.welch@nexusis.com
(858) 427-2648
San Diego
Problem Escalation Any problems encountered post-implementation require Eastern

Municipal Water District to open a support case with Cisco TAC. Nexus must also be
separately informed to assign an engineering advisor to the TAC support case:
Primary Nexus Contact: To be determined
Office:
Mobile:
Email:
Secondary Nexus Contact: To be determined
Office:
Mobile:
Email:
4.10.2 Operations and Maintenance (O&M) Issues
For all issues outside the scope of this SOW, specifically, for network problems
occurring after execution of the In-Service Acknowledgement Form, Eastern Municipal
Water District is responsible for resolving.
Cisco and Nexus offer several flexible technical support service options to help resolve
system incidents or service change requests. These service options focus on the
operate phase of the network lifecycle to help maintain operational efficiency.
Cisco SMARTnet: Critical Technical Support
Cisco SMARTnet provides immediate access to vital information and assistance when
you need it:
Rapid problem resolution with around-the-clock, global access to the Cisco TAC.
Registered access to Cisco.com for powerful online tools and information.
Advance Hardware Replacement Next-business-day (additional options, some as

fast as two hours, are also available).
Ongoing system software updates to evolve your network to changing needs.
Cisco OS software support to extend the life of your Cisco devices with
improved security, performance, and interoperability.
Most requested Cisco.com tools and resources available with Cisco SMARTnet:
Software Downloads updates, patches, and fixes.
Software Advisor determine compatibility and feature information.
Bug Toolkit search for software bugs based on version and feature sets.
Output Interpreter receive troubleshooting analysis and course of action for

router, switch, or PIX devices using the collected show command output.
Cisco Software Application Support Services: Access to Updated Software

Cisco Software Application Support (SAS), Cisco Application Support plus Upgrades
(SASU), and Cisco Unified Communication Software Subscription (UCSS) levels of
support are available.
Services deliverables include:
Continuous updates and maintenance releases.
Timely resolution to technical issues with full-time access to support.
Access to Cisco.com knowledge base to build in-house expertise.
Major application upgrades with SASU and UCSS.
Cisco Unified Communications Essential Operate Service

Cisco Unified Communications Essential Operate Service provides access to Cisco TAC
resources focused on providing technical support for converged environments to
maintain availability, security, and operational efficiency.
More information about Ciscos Services portfolio is available at:
www.cisco.com/go/services
www.cisco.com/techsupport
For more information on using Cisco and Nexus Operations and Maintenance support
resources, please see Appendix D Operations and Maintenance Resources.
NexusCare Managed Service
NexusCare Managed Service extends Ciscos SMARTnet support to include remote and
onsite support and system management. Service Incidents are managed from
notification to resolution. Our Nexus TAC (NTAC) engineers know your network,
saving valuable time and effort troubleshooting and managing incidents and service
changes. Our NTAC engineers are highly skilled and experienced at supporting Cisco
converged infrastructures, Unified Communications solutions and Cisco Advanced
Technologies such as Unified Contact Center Express and Enterprise, Cisco
MeetingPlace, and Cisco TelePresence.
NexusCare Managed Service provides expert:
24x7 major service incident management from notification to resolution
8x5 minor service incident management to resolution
Service Level Objectives: one hour for major incidents; next business day for
minor incidents
Remote support via NTAC
Onsite support dispatch within Nexus primary service areas, other areas if prearranged
Escalation management to Cisco TAC for level 3 & 4 technical support
Escalation management to carriers for circuit diagnostics and issue resolution
Parts replacement via manufacturer warranty or service agreement
Preferential scheduling and pricing for billable service change requests
For more information on using Cisco and Nexus Operations and Maintenance support
resources, please see Appendix D Operations and Maintenance Resources.
5 Responsibilities
5.1 Project Coordination
Nexus project coordination services provide a structured methodology for
implementation for this SOW. Project coordination services provide oversight of the
organization, direction and control of all project-related efforts required to complete the
implementation as defined herein. Project coordination will include the oversight of the
project as defined by this SOW together with the Eastern Municipal Water District in the
role of the Nexus single point of contact. Timelines and schedules will be established to
help meet the needs of the project goals and expectations for the associated solutions as
defined in Section 2.0 herein.
Upon execution of this SOW by both parties and Nexus receipt of the executed SOW,
signed Schedule A and Purchase Agreement from the Eastern Municipal Water District,
Nexus will determine the optimal start date and cutover/delivery date based on
discussions with the Nexus sales team, project coordination resource, Nexus technical
resources and the Eastern Municipal Water District.
The Nexus Project Coordinator will manage the project remotely, with the potential
exception of the kick-off meeting. Status meetings/conference calls will typically be
driven by the Nexus Project Coordinator, with additional Nexus resources scheduled as
needed for participation at the discretion of the Nexus Project Coordinator.
The Project Coordinator will organize and coordinate the following tasks including but
not limited to:
The procurement, staging and delivery of the equipment purchased (if any).
The scheduling of Nexus resources.
The coordination of required Eastern Municipal Water District resources and

associated tasks (if applicable).
The planning of installation activities utilizing the timeline established after the
kick off meeting as the guide.
Act as the single point of contact for change control, escalation and acceptance
activities for the implementation team efforts defined within this SOW.
For engagements requiring dedicated or on-site project management, Nexus offers

dedicated or full-time services options. If an on-site or dedicated project manager is
required additional charges will apply and a separate Statement of Work for such
services will replace Section 4.1 of this Statement of Work.
Project Kick-off Meeting
The purpose of the project kickoff meeting is to transition the project from the
design and purchase process to the implementation phase. The agenda of the
meeting will include the review of the contract terms, and key project task areas.
The key stakeholders need to attend to agree on roles and responsibilities,
establish joint planning, and define short-term deliverables for both Nexus and
the Eastern Municipal Water District. This is typically an on site meeting with the
added attendance of the Nexus Advance Solutions Executive, Systems Design
Engineer and Deployment Engineer(s) either live or remotely, as well as the
Eastern Municipal Water Districts key stakeholders.
At a minimum, the agenda will also include the review the following planning activities:
Validate the Bill of Materials as itemized on the Schedule A of the agreement
Review various other specifics of this Scope of Work
Develop & verify the contact and escalation list
Communication plan that defines the understanding as to how Nexus and the
Eastern Municipal Water District agree to communicate on all project related
information ranging from non-critical information to critical information. As part
of the communication plan, the Nexus Project Coordinator and the Eastern
Municipal Water Districts single point of contact will jointly establish:
o
The time and frequency for status meetings/conference calls
Documentation of meetings and the distribution of the associated

meeting notes
The assignment and tracking of all required action items
Network information deliverables required from the Eastern Municipal

Water District
System database information deliverables as may be required from the

Eastern Municipal Water District, including extension number
assignments, IP-numbering schema, and public and private circuit
switching information
Project Invoicing terms as defined in the Schedule A of the agreement
Freeze dates for any database or scope changes
Review and verify the Eastern Municipal Water Districts hours of

operation, available building access for Nexus, Eastern Municipal Water
Districts change management requirements, loading dock availability,
blackout dates/times for service or delivery, security, site access badge
requirements, escorted access requirements, and facility training
requirements.
Change Management Plan. This is how Nexus and the Eastern Municipal Water
District will manage changes during the project lifecycle. It is common for
changes to occur during a project for a multitude of reasons and it is vital that a
plan is in place to document and execute changes on a written change order as
they arise. If changes occur that have an impact on the initial timeline, the Project
Coordinator will make changes to reflect any associated milestone impacts that
may arise as the direct result of the change(s).
Site test, acceptance process and criteria based on the scope of the project
Implementation Phase:
Throughout the implementation phase, the Project Coordinator will:
Lead the project by following this project scope, and associated activities as
established in the project kickoff meeting.
Update the project time line, review the project for jeopardy, and act as the
Nexus point of contact.
Coordinate the requirements associated with system data gathering

requirements.
Establish and participate in status update calls.
Process any change orders as may be required throughout the implementation.
Oversee the process of collecting the information required for the Requirements
Definition Documentation and coordinate the preparation and presentation of
the final document.
Validate with the Nexus and Eastern Municipal Water District project teams that
voice services are in place as required and designed prior to the conversion date.
Track the flow of equipment from the Nexus staging facility to the Eastern
Municipal Water District location.
Contact Eastern Municipal Water District to confirm site readiness for equipment
delivery and prior to the start of work on site by the Nexus deployment team.
Verify the existence of the required electrical and environmental equipment prior
to the installation.
Ensure Nexus employees and any subcontractors conform to Eastern Municipal

Water Districts reasonable workplace policies, conditions, and safety regulations
that are consistent with Nexus obligations herein and that are provided to
Nexus in writing prior to commencement of the services; provided, however,
that Nexus personnel or subcontractors shall not be required to sign individual
agreements with the Eastern Municipal Water District or waive any personal
rights.
Eastern Municipal Water District responsibilities include:
Designate a single point of contact to whom all Nexus communications may be

addressed and who has authority to act on all aspects of the services. This
primary contact is identified in Section 1.6 and will be available during normal
business hours.
Designate a backup contact when the primary Eastern Municipal Water District
contact is not available, who has the authority to act on all aspects of the services
in the absence of the primary contact.
Unless otherwise agreed to by the parties, provide information and

documentation required by Nexus within two (2) business days of Nexus
request.
Notify Nexus of any hardware and/or software upgrades or any other changes
within the Eastern Municipal Water Districts network at least thirty (30)
business days prior to the upgrade.
Notify Nexus of any installation scheduling change at least 72 hours prior to the
originally scheduled installation date. Scheduling changes and/or cancellations
made after this 72-hour window may be subject to Nexus cancellation penalty
charge.
When requested by Nexus, provide Eastern Municipal Water District site

building layouts, including the floor plans, location of cables, and power sources.
Supply the workplace policies, conditions, and environment in effect at the Eastern
Municipal Water District site.
5.2 Requirements Definition Document

Nexus responsibilities:
Review the Unified Communications Network Design Specifications provided

by the Eastern Municipal Water District.
Provide design review recommendations based on the network design

specifications and any new information collected during the site surveys. Nexus
shall not be liable for any damages resulting from any errors in the network
design specifications or any damages caused by the Eastern Municipal Water
Districts implementation of Nexus recommendations.
The Eastern Municipal Water Districts network design specifications shall not
change between the date of Eastern Municipal Water Districts execution of this
SOW and the completion of all services contemplated hereunder.
Eastern Municipal Water District responsibilities:
Provide in a timely manner solution requirements, which shall include but not be
limited to the following information:
o
Existing network diagrams listing existing size, capacity, utilization, busy

hour voice and data traffic requirements for all current network facilities
to be utilized in the Unified Communications System.
Planned network diagrams listing planned size, capacity, utilization, busy

hour voice and data and traffic requirements for all planned network
facilities to be utilized in the Unified Communications System.
Identify and/or procure all third-party networking equipment impacted by the

Unified Communications implementation.
Identify firewalls expected to pass IP telephony traffic and to identify class of

services, toll, station, and phone restrictions and requirements for all users.
Provide information relative to CPE and the phone system model, features,
software and hardware releases, available interfaces and specifications, dial plan,
cable distances, and routes between the phone system and data equipment. This
information should be provided for the existing and planned telephony
requirements.
Identify desired product, CPE, and station equipment placement, any rack or
cabinet layouts, circuit demarcation locations, and specifications; PBX/telephony
interface requirements and specifications, and system and station features.
Receive and document the recommendations provided by Nexus.
5.3 System Configuration

Develop configuration documentation with input from the Eastern Municipal

Water District and/or network design team.
Develop the implementation-specific network diagram with input from the

Eastern Municipal Water District and/or the design team.
Configure the Unified Communications Manager for maximum conformance to

the desired access and security policy, user classes of service, and toll, station,
and phone restrictions. This conformance is based on Nexus standard practices
as well as Ciscos published SRND documentation.
Provide input to Nexus for the development of configuration documentation.
Provide station locations IP addresses and subnet masks and existing DNS and
DHCP server configurations information, if applicable.
Provide a list of users, security levels, and access privileges and define the call
manager system administration and securities policies and any other special
requirements to be implemented in the product.
5.4 On-Site Staging

Receive, inventory, and record serial numbers for the product at the on-site
staging location. It is Nexus preference to stage equipment at Nexus facilities.
Load and configure implementation-specific call manager, gateways, phones,

and, as required, Internetworking Operating System (IOS), per the staging plan
requirements.
Unpack and assemble telephony devices and attach the designation strips for
each.
Provide a staging room with adequate table space, power, grounding, and
network infrastructure as specified in the staging plan to allow Nexus to stage
and configure the product.
This staging room should have a locked storage area. Storage fees may be
incurred if the Eastern Municipal Water District does not have capacity to store
the materials.
Provide shipping addresses for each site along with contact names for shipment
to the Eastern Municipal Water District-specified locations.
5.5 Deployment
Deliver the product from the on-site staging facility to the designated installation
locations within the same general site.
Confirm that the site readiness recommendations have been completed by the
Eastern Municipal Water District and that the network is ready for the
installation of Unified Communications solution.
Install and connect the product to the Eastern Municipal Water District-provided
facilities at the agreed upon demarcation points in accordance with the
documentation provided.
Troubleshoot and replace hardware failures relating to the installation of the

product.
Provide remote technical support for the on-site engineer during installation,
migration, cut-over, and implementation testing.
Verify operation of the installed Unified Communication Manager(s), gateway(s)

and phone(s) per the pre-defined Network Ready for Use (NRFU).
Provide up to 20 hours of administration knowledge transfer for up to four

Eastern Municipal Water District personnel.
Identify a coordinator responsible for the services at each Eastern Municipal

Water District site.
Prepare the Eastern Municipal Water District site in accordance with the site
readiness recommendations. Nexus shall not proceed with the product
installation until such modifications and changes are made.
Order and install all Eastern Municipal Water District-provided data and voice
circuits prior to the scheduled installation date. Ensure that telco demarcations
circuit identifications are clearly identified.
Verify all distance and interference limitations of interface cables to be used and
confirm that all necessary cabling, power, and grounding is delivered and
installed prior to the installation date.
Provide a voice telephone line (near the product) for use by the installer.
Provide remote access to gateway routers for remote implementation support

and for remote Nexus server access for software downloads, if possible.
Install and verify the operation of all Eastern Municipal Water District Provided
Equipment (CPE) not provided by Nexus.
Provide earthquake bracing, if required.
Provide any security clearances, escorts, special safety equipment, and access
training as required to access the site.
Provide a PBX, telco, network, and/or cabling technician to be available during

the network installation and implementation testing to make network changes
required to make the data/voice network operational.
6 Pricing and Payment Terms

The services proposed in this Scope of Work will be performed on a fixed cost basis in
accordance with the payment terms as agreed to and stated on the Schedule A.
6.1 Expenses
Travel and expenses are not included in the cost of this project. Eastern Municipal Water
District will be billed for all reasonable and customary travel and expenses, to include
but not limited to airfare, mileage, car rental, per diem and accommodation, incurred by
Nexus per the Nexus travel and expense guidelines. This is in addition to the total cost
reflected in the Schedule A. attached hereto.
6.2 Purchase Order Issuance

Eastern Municipal Water District shall place orders for services by issuing a written
purchase order to Nexus for the total amount indicated in Compensation Section above.
All purchase orders are subject to Nexus acceptance. Nexus shall not commence
services until an Eastern Municipal Water District purchase order is received and
accepted. All purchase orders must be signed by an authorized representative of Eastern
Municipal Water District and shall include, at a minimum, the following information:
Cost of services by product code
Cost of travel and expenses, if any
Total cost
Requested service date
Bill to address
Service to address
Tax exemption certificates, if applicable
Purchase orders shall be faxed directly to Paul Bleeker (Nexus ASE)

The terms and conditions of the SOW prevail regardless of any conflicting terms on the
purchase order, other correspondence and any and all verbal communications.
7 Change Management Process

It may be necessary to amend this SOW for reasons including, but not limited to, the
following:
Eastern Municipal Water Districts changes to the SOW and/or specifications for
the services.
Eastern Municipal Water Districts changes to the project plan.
Unavailability of resources that are beyond either partys control.
Environmental or architectural conditions not previously identified.
In the event either party desires to change this SOW, the following procedures shall
apply:
The party requesting the change will deliver a Change Order Form to the other
party. The Change Order Form will describe the nature of the change, the reason
for the change, and the effect the change will have on the SOW, which may
include changes to the deliverables and/or the schedule.
A Change Order Form may be initiated either by the Eastern Municipal Water
District or by Nexus for any changes to the SOW. The Project Coordinator of the
requesting party will review the proposed change with his/her counterpart. The
parties will evaluate the Change Order Form and negotiate in good faith the
changes to the services and the additional charges, if any, required to implement
the change order. If both parties agree to implement the change order, the
appropriate authorized representatives of the parties will sign the change order,
indicating the acceptance of the changes by the parties.
Upon execution of the Change Order Form, the Change Order Form will be
incorporated into the SOW.
Nexus under no obligation to proceed with the Change Order Form until such
time as the Change Order Form has been agreed upon by both parties.
Whenever there is a conflict between the terms and conditions set forth in a fully
executed change order and those set forth in the original SOW, or previous fully
executed change order, the terms and conditions of the most recent fully executed
change order shall prevail.
8 Assumptions
The following assumptions, together with those detailed elsewhere, were made to create
this Statement of Work. Should any of these assumptions prove to be incorrect or
incomplete then Nexus may modify the price, scope of work, or milestones. Any such
modifications shall be managed by the Change Management Procedure described in
Section 6.
Eastern Municipal Water District will provide 24x7 access to Eastern Municipal
Water District facilities, including, where applicable, computer equipment,
facilities, workspaces, and telephone for Ciscos use during the project.
Eastern Municipal Water District will provide a permanent analog modem line
in the room where the equipment will be installed.
Eastern Municipal Water District will provide system access according to the
specifications of Cisco TAC.
Eastern Municipal Water District is responsible for the coordination, installing,

and verifying of the operation of all external communication hardware not
provided by Nexus prior to or during the physical installation. This includes but
is not limited to Legacy PBX or voicemail modules and proprietary cable pinouts.
Eastern Municipal Water District will provide a complete and documented

network architecture plan that would provide physical and logical schematics
(Visio format preferred) prior to service commencement.
Eastern Municipal Water District will provide skilled personnel to assist with the
following:
o
Performing the hardware and software configuration changes that will be

required on Eastern Municipal Water Districts file and application
servers and switch or router OS.
Network servers and Exchange servers have correct version and service
packs installed.
Network impacts and Exchange server storage impacts will be addressed

prior to Unified Communications install.
All Eastern Municipal Water District hardware that will be used for this
engagement is listed on the Hardware Compatibility List published by
Microsoft.
The Eastern Municipal Water District will supply Nexus with a properly
formatted CSV file, if appropriate, for importing users into Unity.
Ensure that all site preparation (for example, but not limited to, power, space,
HVAC, abatement, cables, and racks) will be in place and the site ready for
equipment installation three (3) business days prior to the beginning of the
scheduled onsite installation.
Ensure cubicle jacks are properly labeled back to the wiring closet patch panel.
Ensure that there are the necessary power and cable requirements at each user
location.
Eastern Municipal Water District will coordinate the scheduling users for
training class times and provide the training facilities.
All Auto Attendant (AA) greetings are in writing.
A speaker is designated to record AA greetings during implementation phase.
There is a list of all fax numbers and fax locations.
UPS, surge protection, or wall outlets are available and labeled for equipment.
All patch panels and cables are properly wired and labeled.
All cabling meets CAT5 specs set by EIA/TIA.
Any additional cabling required is performed by the clients cabling vendor.
Eastern Municipal Water District shall be responsible for the registration of all
Cisco SmartNet, Compaq Depot, or other required hardware or software
registrations.
Eastern Municipal Water District will have all employees remove all messages
from old voicemail boxes prior to new system installation.
Nexus is responsible for installing and testing of up to five (5) ViewMail for
Outlook (VMO) desktop configuration. The Eastern Municipal Water District is
responsible for all other desktop configurations including, but not limited to, the
installation of the remaining ViewMail for Outlook (VMO) on end users
desktops.
Eastern Municipal Water District network architecture design shall not change
between the date of Eastern Municipal Water Districts execution of this SOW
and the completion of all services contemplated hereunder.
Eastern Municipal Water District is responsible for the ordering, installing, and
testing of all data and voice circuits prior to the scheduled installation date. The
Eastern Municipal Water District must ensure that telco demarcations circuit
identifications are clearly identified. Any delays caused by the lack of completed
telco coordination shall be billed at Nexus time and materials rates including
travel and other expenses. Any additional costs incurred by the Eastern
Municipal Water District as a result of delays shall be the sole responsibility of
the Eastern Municipal Water District.
Eastern Municipal Water District is responsible for any shipping and insurance
charges, if any, to transport equipment from the staging facility to the installation
site(s).
Delays caused by the lack of completed site preparation or Eastern Municipal

Water District failure to meet any responsibilities specified in this SOW shall be
billed at Nexus time and materials rates including travel and other expenses.
Any additional costs incurred by the Eastern Municipal Water District as a result
of delays shall be the sole responsibility of the Eastern Municipal Water District.
Unless otherwise agreed to by the parties, a response will take place within two
two (2) business days of Nexus request for documentation or information needed
for the project.
Eastern Municipal Water District has delivered to Nexus all of the required
paperwork for processing.
Nexus requires on average up to three weeks to schedule resources for the

project start from the time all completed contracts are received and processed.
Resources from various Nexus offices may be utilized, as needed, to provide a

full scope of technical expertise.
Any product or service delivery dates communicated to the Eastern Municipal

Water District outside of this SOW or the project plan, are not to be considered
valid or binding.
Requests for support or services outside of this SOW require written approval by
the Eastern Municipal Water District and acceptance by the Nexus Project
Coordinator and may result in additional charges to the Eastern Municipal Water
District.
If the project extends beyond the timeline specified in the project plan due to
delays caused by parties other than Nexus and its subcontractors, additional
charges may apply.
All backup and antivirus solutions are to be provided by the Eastern Municipal
Water District. Nexus has not provided these solutions as part of this SOW and
does not hold any responsibility for these elements of the end-state solution.
All knowledge transfer sessions will be completed during the week prior to
cutover. No provision has been made for additional training after cutover.
All SOW activities, with the exception of cutover, will be conducted during
normal business hours, Monday through Friday, 8 am to 5 pm.
Where possible, most work will be performed remotely. On-site resources will
only be used for activities such as physical hardware installation, training,
cutover, and go live support.
Any services outside the scope of this project will be provided on a time and
materials basis.
Eastern Municipal Water District change orders will be billed at current labor
and material rates and will be due and payable upon receipt.
o
The quality of a VoIP call depends on many factors, including network

traffic, LAN/WAN engineering (i.e., setting up QoS across network,
CODECS being used), and network carrier facilities. Business voice

quality can be achieved with proper engineering and carrier SLAs in
place (when involving WAN), but is not 100% guaranteed.
o
To maintain acceptable voice quality, Nexus recommends that the Eastern

Municipal Water District maintain SLAs with their network service
provider for WAN services. Nexus cannot be held responsible for voice
quality issues if the following network guidelines are not consistently met
by the Eastern Municipal Water District and the network and/or network
service provider:
Network Delay: Maximum 150ms one-way between endpoints.
Network Jitter: <20ms between endpoints.
Packet Loss: Maximum 1% between endpoints.
Documentation of these parameters should be provided by the network

service provider in order to verify these guidelines are being met for
WAN services.
If the Eastern Municipal Water District is responsible for the installation

of this infrastructure, QoS will be the Eastern Municipal Water Districts
responsibility. The Eastern Municipal Water District must base their
configuration upon the design guidelines provided in the Cisco Solution
Reference Network Design (SRND).
8.1 Unified Contact Center Express Specific

Assumptions
All agent and supervisor PCs will be connected to the Ethernet port on a Cisco
794x, 796x or 797x phone.
All reports will be deployed with standard out of the box templates. No custom
reports will be developed as part of this SOW.
Silent Monitoring will be deployed with endpoint monitoring. If SPAN port

monitoring is required, additional services and hardware will be required.
For silent monitoring the agent desktop system is connected to the PC port on
the back of the IP phone. This enables the silent monitor subsystem to collect
voice packets that reach the phone, and to forward the voice packets to the
supervisor workstation. The agent desktop system uses one single physical
channel to interact with two different VLANs. The agent desktop accesses the
physical channel with the help of an Ethernet Network Interface Controller
(NIC). The NIC watches the channel and collects Ethernet frames addressed to
the agent computer. Then it runs a pre-processing step to extract IP packets from
the Ethernet frames and deliver them to the TCP/IP stack.
During extensive internal testing Cisco identified that some Ethernet NIC card
drivers available are not capable of pre-processing Ethernet frames that have an
IP packet encapsulated in a VLAN frame. The NIC card driver discards the
Ethernet frame altogether if the IP packet is encapsulated in an 802.1Q frame.
Some vendors can provide a configuration setting that allows their NIC card
driver to forward VLAN traffic to the TCP/IP stack. If an agent desktop NIC
card driver discards VLAN traffic, the silent monitor subsystem on that desktop
is not able to collect and forward voice packets to the supervisor workstation and
silent monitor does not function properly.
Cisco has developed a procedure to determine whether a particular Ethernet NIC

card driver works with CAD Silent Monitoring. Nexus IS will need to perform
this test on certain NICs to ensure compatibility for Silent Monitor functionality.
It is the customers responsibility to replace incompatible NICs at PC
workstations where silent monitoring is required.
Agent and Supervisor desktops must meet the following minimum configuration
requirements:
Operating System
Hardware
Windows XP Professional Services Packs 2 & 3
All Desktops:
500 MHz Processor
256 MB RAM
100 Mbit NIC Supporting Ethernet 2
Agent, Supervisor and Admin Workstations
650 MB free space
Windows Vista Enterprise, Business and

Ultimate Edition, Service Pack 1
All Desktops:
1 GHz Processor
1 GB RAM
650 MB free space
Windows 7 Enterprise, Business and Ultimate

Edition
All Desktops:
32-bit and 64-bit
1 GB RAM (32-bit)
1 GHz Processor
2 GB RAM (64-bit)
650 MB free space
Red Hat Enterprise Linux v5
CAD-BE Only:
1 GHz Pentium Processor
256 MB RAM
1 GB Free Space (for Logging)

Microsoft Terminal Server
For minimum hardware

requirements, see Integrating CAD
with Thin Client and Virtual
Desktop Environments :
http://www.cisco.com/en/US/doc
s/voice_ip_comm/cust_contact/co
ntact_center/cad_enterprise/cadent
erprise8_0/design/guide/CADthin-client.pdf
CiTrix XenApp
For minimum hardware

requirements, see Integrating CAD
with Thin Client and Virtual
Desktop Environments:
http://www.cisco.com/en/US/doc
s/voice_ip_comm/cust_contact/co
ntact_center/cad_enterprise/cadent
erprise8_0/design/guide/CADthin-client.pdf
All prompts are in writing.
A speaker is designated by EMWD to record any applicable prompts during

implementation phase.
For all Music on Hold/Recorded Announcement (RAN) treatments, EMWD will

supply a music and RAN source.
All prompts are in writing.
A speaker is designated by EMWD to record any applicable prompts during

implementation phase.
For all Music on Hold/Recorded Announcement (RAN) treatments, EMWD will

supply a music and RAN source.
9 Statement of Work Signoff

Eastern Municipal Water District
Agreement of Terms
Nexus Agreement of Terms
I do hereby agree to the solution as set

forth within this Statement of Work.
I do hereby agree to the solution as set

forth within this Statement of Work.
Name:
Name:
Title:
Title:
Signature:
Signature:
Date:
Date:
Appendix A Network Topology Diagram

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EXHIBIT "A"

Nexus IS Professional Services

Final Version 11.0

2270 Trumble Road,

PREPARED: APRIL 18, 2013

Confidential and Proprietary

Eastern Municipal Water District Acknowledgement: ________________________

Eastern Municipal Water District Profile ........................................................................ 7

Project Overview - Proposed Solution ........................................................................... 7

Solution Overview .......................................................................................9

Professional Services Overview............................................................... 17

Design Development ...................................................................................................... 17

Development Tasks ........................................................................................................ 17

Nexus Standard Development Configurations............................................................ 22

4.3.1 *Nexus Standard Softkey Template ....................................................................... 22

Network Ready for Use (NRFU) Testing ....................................................................... 24

Knowledge Transfer ....................................................................................................... 24

4.6.1 Train the trainer knowledge transfer...................................................................... 24

Cutover/First Day of Support ........................................................................................ 26

4.10 Issue Escalation ............................................................................................................. 27

Project Coordination ...................................................................................................... 31

Requirements Definition Document ............................................................................. 34

System Configuration .................................................................................................... 35

Pricing and Payment Terms......................................................................38

Purchase Order Issuance .............................................................................................. 38

Change Management Process..................................................................39

Unified Contact Center Express Specific Assumptions............................................. 43

Statement of Work Signoff........................................................................46

Appendix A Network Topology Diagram ..................................................... 47

(951) 928-3777 ext. 4544

(951) 928-3777 ext. 4216

Nexus Contact Information

2.1 Nexus Profile

2.2 Eastern Municipal Water District Profile

2.3 Project Overview - Proposed Solution

From a security perspective, Firewall Services Modules (FWSMs) are deployed in a

3.1.2 Functional Requirements

authentication is required - EMWD will provide/stand-up a Windows-based Certificate

Single-stage (single maintenance windows, likely weekend) system upgrade

Build-out UCCX to new Linux UCCX 9.0

Please see Schedule A for detailed Bill of Materials.

Use existing new Cisco UCS C 260 M2 servers

CCX High-Availability 5.x to 9.0 Upgrade License using UCSS

IP Celerate Paging &

Recording software module - includes 5 sessions

UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/

8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35v

UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/

VMware vSphere 5 Enterprise (1 CPU), 3yr Support

UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/

Cisco Unifed Attendant Console 9.x

PAK for Cisco Unified Attendant Console UCSS

Unified Workspace Licensing - Top Level for STD

Cisco Jabber for Mobile Android RTU

Jabber for Desktop Right to Use Certificate

4 Professional Services Overview

4.2 Development Tasks

Organize & conduct a kickoff meeting to introduce

Organize & conduct planning & design session(s)

Provide any related documentation as needed:

Provide implementation plan

Provide Acceptance Testing plan

Provide overall project management