Mission-Critical Dispatch Call Handling and Radio Integration System

The City of Independence, Missouri Power & Light Department seeks a fully integrated, mission‑critical dispatch call handling and radio integration solution to replace its legacy phone system. The system must operate in a hybrid on‑premises/cloud architecture, maintain full voice functionality during WAN outages, integrate with existing APCO P25 land‑mobile‑radio infrastructure, support high‑volume call spikes, provide secure NERC‑compliant operations, and include advanced features such as AI‑driven IVR, real‑time transcription, and robust call recording with four‑year retention. The vendor will deliver hardware, software, installation, integration with GIS/OMS/CIS, training, and 24/7/365 support across two sites (primary and backup) with eight workstations total. • Hybrid on‑premises + cloud fail‑over architecture with local survivability. • Native P25 radio integration (audio patching, ID decoding, future AES‑256 encryption). • Multi‑role workstations (Dispatcher & Transmission Operator) with shared line appearance and custom line prioritization. • Public Outage Line with AI‑enabled IVR supporting English/Spanish. • Integrated call recording, 4‑year encrypted storage, and tamper‑proof audit capabilities. • Open CTI/API for real‑time caller‑ID data push to utility’s CIS/OMS. • Full hardware package (servers, desk phones, RoIP gateway, storage arrays) and 24/7 tier‑3 support.