Notice of Intent - Sole Source - 673rd CS/SCXP T-Metrics Upgrade

The US Air Force is seeking to upgrade the current T-Metrics Automatic Call Distributor (ACD) system by transitioning its infrastructure from legacy analog lines to Session Initiation Protocol (SIP) trunking. The proposed contract action is for T-Metrics SIP licensing, SIP trunking integration modules, and professional services to upgrade the current contact center environment. The estimated total value of this acquisition is $80,000. • The upgrade will eliminate legacy digital/analog hardware tapping and transition the facility to IP-based softphones. • The upgrade will integrate directly with DoD/DHA Session Border Controllers (SBCs). • The current infrastructure represents a significant prior Government investment in proprietary T-Metrics routing scripts, IVR trees, agent configurations, and historical reporting databases. • Procuring a SIP contact center solution for any brand other than T-Metrics would require a complete "rip-and-replace" of the existing system, resulting in substantial duplication of cost, unacceptable delays, and mission impact.