6-20260624 - Enterprise Phone Replacement Addendum 2 Final.pdf

20260624 - Enterprise Phone Replacement Addendum 2 Requests for Clarifications, Questions, and Responses

QUESTION 1

Local Survivability Architecture: Does SRTA mandate physical on-premises SBC/survivability appliances deployed at physical locations to maintain internal extension dialing during a WAN/internet outage, or does standard cloud-hosted multi-region data center redundancy satisfy Section 3.13.4?

RESPONSE 1

SRTA does not mandate a specific physical on-premises SBC or survivability appliance architecture. Proposed solutions may utilize physical, virtual, cloud-based, or other vendor-supported architectures.

However, standard cloud-hosted multi-region data center redundancy alone does not satisfy Section 3.13.4 if the solution requires active WAN/Internet connectivity for internal extension-to-extension calling.

The proposed solution must provide a method for maintaining internal extension dialing during a loss of WAN/Internet connectivity. Bidders shall describe the architecture used to provide this functionality, including any required on-premises hardware, virtual appliances, licensing, connectivity, or other components and associated costs.

QUESTION 2

Analog Paging Controller Specs: Section 3.6.17 and Addendum 1 Question 4 require providing the necessary gateway or adapter for the existing Zarfoss analog paging system.

What is the exact make, model, and input connection type (e.g., FXS station port, FXO trunk port, 600-ohm dry audio page port) of the existing paging amplifier/controller?

RESPONSE 2

The paging system at the Zarfoss Drive location utilizes a Bogen PCM2000-series modular paging system, including a Bogen PCM-TIM Telephone Interface Module, and a Bogen MPA250 amplifier. The existing telephone-system connection is made to the PAGE PORT on the PCM-TIM via an RJ-style connection. The existing cable enters conduit, and SRTA is unable to confirm the far-end termination or specific interface configuration. The Contractor shall provide any gateway, adapter, or other interface equipment necessary to integrate the proposed telephone system with the existing paging system.

QUESTION 3

Video-Capable Desk Phones (Primary Technical Requirement): Section 3.8.3 mandates that all 205 physical desk phones naively support point-to-point video calling directly on the hardware. Cloud UC platforms handle video by escalating standard audio calls to a video meeting via desktop/mobile applications or client interfaces. Is direct point-to-point SIP video hardware strictly mandatory on every physical desk phone, or will SRTA accept standard enterprise HD voice desk phones paired with softphone applications that allow users to seamlessly escalate 1:1 calls to video meetings?

RESPONSE 3

Yes. Section 3.8.3 requires the physical desk phones to natively support point-to-point video calling directly from the phone hardware.

A solution in which the physical desk phone provides audio-only functionality and requires a separate desktop or mobile softphone/application to initiate or participate in video calling does not satisfy this requirement.

Bidders may propose any manufacturer or platform that meets the RFP requirements;

however, the proposed physical desk phones must include the necessary display, camera, and functionality to support direct point-to-point video communication between compatible endpoints.

QUESTION 4

Scope and User Counts:

q. Can you confirm the total number of users and locations to be included in the initial deployment?

q. Are there anticipated changes in user count or locations during the contract term?

q. On the pre-bid conference call, 280 DID numbers were mentioned. Is there a reason for 280 DID numbers for 185 named users?

q. How many different phone bills represent the enterprise DID’s?

q. Is SMS/MMS and / or e-Fax desired or required telephony feature?

q. Is your call center number, 800-632-9063 carried through the Cisco system?

q. Enterprise wide, how many minutes are consumed for outbound calls on a monthly basis? Average for 3 - 6 months?

RESPONSE 4

a. SRTA has identified 185 physical desk telephones across 10 locations for the initial deployment. These quantities include both individually assigned telephones and common/shared-area telephones. The base proposal shall include 205 enterprise desk telephones, with the additional quantity intended for spare inventory and anticipated growth. Please refer to Response 20 for the detailed distribution by location and functional area.

a. SRTA does not currently anticipate any significant changes to the user count or number of locations during the contract term. Minor changes may occur due to normal staffing and operational needs, and the proposed solution should accommodate routine additions, removals, and relocations of users and endpoints.

a. The approximately 280 DIDs represent SRTA's existing DID inventory and are not directly correlated to the number of physical desk telephones. The 185 quantity represents physical desk telephones currently identified for deployment. DIDs may also be associated with main numbers, departmental or shared functions, call routing, and other existing telephone services.

The Contractor should assume that approximately 280 existing DIDs will require porting and continued support, regardless of the number of physical desk telephones deployed.

a. SRTA's existing enterprise DIDs are represented across two telephone service accounts.

The majority of the DIDs are associated with the York location, with the remaining DIDs associated with Harrisburg.

a. No. SMS/MMS and e-Fax are not required features of the proposed telephone solution.

Existing fax services are provided separately and are outside the scope of this RFP.

a. No. 800-632-9063 is associated with SRTA's NICE CXone contact center environment and is not carried through the Cisco telephone system. The NICE CXone contact center is outside the scope of this RFP.

a. Based on available CUCM call detail records from August 9 through October 7, 2026, SRTA averages approximately 11,000 outbound calling minutes per month. This represents approximately two months of available call history.

QUESTION 5

Integration Requirements:

q. What specific integrations with Microsoft 365, Teams, or other third-party systems are required or preferred?

q. Are there any legacy systems or custom applications that must be supported?

RESPONSE 5

a. SRTA requires integration with its Microsoft 365 environment for voicemail-to-email functionality. Voicemail messages must be delivered to the user's email and include both the voicemail audio file and a transcription of the message.

Direct Microsoft Teams telephony integration is not required. The proposed solution may utilize the vendor's own unified communications application for softphone, presence, chat, and related functionality, provided it meets the requirements of the RFP.

Additional Microsoft 365 or third-party integrations may be proposed by the bidder but are not required unless otherwise specified in the RFP.

a. No legacy systems or custom applications require integration with the proposed telephone system, with the exception of the existing analog paging system identified in the RFP. Alarm systems, access control systems, and other ancillary systems either utilize dedicated telephone services outside of the existing Cisco CUCM environment or are Ethernet-based and are outside the scope of this project.

QUESTION 6

Network and Infrastructure:

q. Will SRTA provide network readiness assessments, or should the vendor include this as part of the proposal?

q. Are there any known network constraints or requirements for Quality of Service (QoS)?

q. Do all sites have managed firewalls and Power Over Ethernet data switches supporting the Local Area Networks?

q. To what extent is SRTA IT staff willing to assist in placing phone devices at each location and troubleshooting of defective LAN/POE data connections?

RESPONSE 6

a. The vendor shall include a network readiness assessment as part of the proposed solution. SRTA will provide available information regarding its existing LAN, WAN, and network infrastructure as needed. The vendor shall be responsible for validating that the existing network can support the proposed solution and for identifying any network deficiencies, configuration changes, bandwidth requirements, or other prerequisites necessary for successful implementation.

a. SRTA is not aware of any network constraints that would prevent deployment of the proposed solution. The vendor shall identify all Quality of Service (QoS), bandwidth, latency, firewall, routing, VLAN, or other network requirements necessary to support its proposed solution. Any proposed changes to SRTA's network infrastructure or configuration shall be subject to review and approval by SRTA prior to implementation.

a. All SRTA locations have managed network switching with Power over Ethernet (PoE) available to support IP desk phones.

SRTA currently utilizes Comcast ENS connectivity at four locations. These locations do not presently have individual site firewalls. SRTA has a separate network modernization project underway to transition these locations from Comcast ENS to Direct Internet Access (DIA), with Meraki firewalls and SD-WAN connectivity being deployed as part of that project. This network project is separate from the telephone system RFP.

The proposed telephone solution should be compatible with SRTA's SD-WAN network architecture.

a. SRTA IT staff is willing to assist with the physical placement and connection of preconfigured telephone devices at the respective locations and with troubleshooting SRTA-owned LAN/PoE connectivity issues. The successful vendor will be responsible for the initial configuration and provisioning of the telephone devices and system.

As part of implementation and knowledge transfer, the vendor shall provide SRTA IT staff with the necessary administrative training to independently manage the proposed system following deployment. This shall include, at minimum, configuring and provisioning phones, creating and modifying users and extensions, assigning and managing DIDs, replacing or relocating devices, and administering other routine system configurations.

QUESTION 7

Security and Compliance:

q. Are there additional cybersecurity or regulatory requirements beyond those listed in the RFP (e.g., specific PennDOT or federal mandates)?

q. What are the expectations for data residency and privacy?

RESPONSE 7

a. SRTA is not identifying any additional PennDOT or federal cybersecurity mandates beyond the requirements specified in the RFP. The proposed solution must comply with the cybersecurity and security requirements identified within the RFP and with all applicable federal, state, and local laws and regulations.

a. SRTA does not have additional data residency requirements beyond those specified in the RFP and applicable laws and regulations. Bidders shall identify the geographic location(s) in which SRTA data may be stored, processed, or backed up as part of the proposed solution.

SRTA expects all organizational and user data to be appropriately protected through industry-standard security and privacy controls. Bidders shall describe their data protection practices, including encryption of data in transit and at rest, access controls, data retention and deletion practices, and any use of subprocessors or third parties that may store or process SRTA data.

QUESTION 8

Training and Change Management:

q. What is the preferred format and schedule for administrator and end-user training?

q. Are there existing training materials or programs to be leveraged?

RESPONSE 8

a. SRTA prefers a train-the-trainer approach for end-user training. The successful vendor shall provide SRTA with reusable training materials, documentation, and/or recorded training content that may be used for initial deployment and future new-user onboarding.

Administrator training shall be provided directly to SRTA IT staff and should include hands-on instruction covering the configuration and ongoing administration of the proposed system, including users, extensions, DIDs, device provisioning and replacement, voicemail, calling groups, call routing, reporting, troubleshooting, and other routine administrative functions.

Training shall be coordinated with SRTA during implementation and scheduled sufficiently in advance of production cutover to allow SRTA IT staff to support the system at go-live.

a. No. SRTA does not have existing training materials or programs specific to the proposed system. The successful vendor shall provide training materials, documentation, and/or recorded training content for the proposed solution. Materials provided for end-user training should be reusable by SRTA for future employee onboarding and refresher training.

QUESTION 9

Support and Service Levels

q. What are the required response and resolution times for critical incidents?

q. Is on-site support required, or will remote support suffice for all locations?

RESPONSE 9

a. For critical incidents, the successful vendor shall provide 24x7 support with an initial response time of no more than 30 minutes. Critical incidents include complete system outages, loss of inbound or outbound calling, or other failures that materially impact telephone service across the organization or a major SRTA location.

The vendor shall continuously work and escalate critical incidents until service is restored.

Where final resolution is dependent upon a third-party carrier or service provider, the vendor shall remain responsible for coordinating and escalating with the applicable third party and providing SRTA with regular status updates until service is restored.

a. Remote support is acceptable for routine support and troubleshooting at all SRTA locations. On-site support is not required for normal support activities; however, the successful vendor shall provide on-site support when an issue cannot reasonably be diagnosed or resolved remotely. Any applicable on-site support costs should be clearly identified in the proposal.

QUESTION 10

Migration and Cutover:

q. Are there blackout periods or operational constraints that affect migration scheduling?

q. What is the preferred approach for number porting and legacy system decommissioning?

RESPONSE 10

a. SRTA does not currently have established blackout periods for the migration. Migration and cutover activities shall be coordinated with SRTA and scheduled to minimize disruption to normal business operations. Activities that may result in a service interruption should be performed outside of normal business hours unless otherwise approved by SRTA.

The migration schedule shall also take into consideration the time of year, recognized holidays, and other periods of increased operational activity. SRTA reserves the right to restrict migration or cutover activities during holidays or other periods when operational requirements make a system change inadvisable. Final migration and cutover dates shall be mutually coordinated and approved by SRTA.

a. The successful vendor shall be responsible for coordinating the number-porting process, including working with SRTA and the applicable telecommunications carriers to develop and execute the porting plan. Porting activities shall be scheduled and coordinated with SRTA to minimize disruption to telephone service.

The existing telephone system shall remain operational as necessary until number porting and operation of the new system have been successfully validated by SRTA.

Decommissioning of SRTA's existing telephone system is not included in the scope of this RFP and will be handled separately by SRTA following successful migration.

QUESTION 11

Evaluation and Acceptance:

q. What are the specific criteria and process for system acceptance and sign-off?

q. Are there any additional deliverables or documentation required for final acceptance?

q. Did SRTA engage a third party consultant to oversee the implementation for SRTA or will a consultant be engaged by SRTA?

RESPONSE 11

a. Final system acceptance will occur after implementation and successful validation by SRTA that the proposed solution has been delivered in accordance with the requirements of the RFP and the successful vendor's proposal. Acceptance validation will include, at minimum, verification of inbound and outbound calling, DID assignments and number porting, telephone and softphone functionality, voicemail and voicemail-to-email functionality, required calling features, internal messaging/chat functionality, and other required system features and integrations.

System acceptance will also require completion of the required administrator and end-user training deliverables and delivery of applicable system documentation. Any material deficiencies identified during validation shall be corrected by the vendor prior to final acceptance. Final acceptance and sign-off will be provided by SRTA following successful completion of these activities.

a. In addition to the deliverables specified elsewhere in the RFP, final acceptance shall include delivery of applicable administrator and end-user documentation and training materials, final system/configuration documentation, and an accurate record of telephone numbers, extensions, and device assignments as implemented.

Any additional documentation specific to the successful vendor's solution that is reasonably necessary for SRTA IT staff to independently administer and support the system shall also be provided prior to final acceptance.

a. No. SRTA has not engaged a third-party consultant to oversee the implementation and does not currently anticipate engaging one. The project will be managed and coordinated internally by SRTA in collaboration with the successful vendor.

QUESTION 12

Do you have a SIP trunk count/PRI count for all locations?

RESPONSE 12

SRTA currently utilizes three Comcast PRI trunk groups: two serving the York environment and one serving the Harrisburg environment. No SIP trunks are currently utilized as part of the existing administrative telephone system.

QUESTION 13

Does every phone need to be a camera phone?

RESPONSE 13

Yes. All 205 enterprise desk telephones included in the base proposal shall natively support point-to-point video calling directly from the physical telephone without requiring a separate computer or mobile device.

QUESTION 14

Does each site need to have Local redundancy (copper line) for failover?

RESPONSE 14

No. SRTA does not require a dedicated copper/POTS line at each location for failover. The bidder shall describe the resiliency and failover capabilities of its proposed solution, including how telephone service will be maintained or restored during a loss of primary network or service connectivity. Any additional circuits, gateways, cellular services, or other components required to provide the proposed level of resiliency shall be clearly identified in the proposal.

QUESTION 15

Does SRTA have a preferred implementation methodology, such as a phased site-by-site migration versus an enterprise-wide cutover?

RESPONSE 15

SRTA prefers a coordinated enterprise-wide cutover with equipment staged and distributed in advance. The successful vendor shall preconfigure and identify telephone devices for their intended users and/or locations so that devices may be distributed prior to the scheduled cutover while the existing telephone system remains operational.

At the designated cutover date and time, users will transition from their existing telephone to the new preconfigured device. SRTA IT staff will assist with the physical distribution and user transition; however, due to SRTA's geographic footprint and limited internal IT staffing, the successful vendor shall provide sufficient implementation and remote support resources to assist with cutover, validation, and troubleshooting.

Bidders may recommend an alternative or phased methodology if it provides a material technical or operational advantage. The final implementation and cutover plan, including equipment staging, number porting, testing, validation, contingency/rollback procedures, and scheduling, will be coordinated with and approved by SRTA prior to implementation.

QUESTION 16

Please identify the applicable Microsoft licensing currently assigned to users.

RESPONSE 16

SRTA primarily licenses users with Microsoft 365 Business Premium, with a limited number of users assigned Microsoft 365 E3 licenses. SRTA does not currently license Microsoft Teams Phone. Any Microsoft licensing required for the bidder's proposed solution that is not included in SRTA's existing licensing shall be clearly identified and included in the proposal.

QUESTION 17

Please identify any existing overhead paging systems that must integrate with the new telephone solution, including the manufacturer/model and interface or connectivity method where available.

RESPONSE 17

The York location is the only location with an existing overhead paging system requiring integration with the new telephone solution. The system utilizes a Bogen PCM2000-series modular paging system, including a Bogen PCM-TIM Telephone Interface Module, and a Bogen MPA250 amplifier. The existing telephone-system connection is made to the PAGE PORT on the PCM-TIM via an RJ-style connection. The existing cabling enters conduit, and the far-end termination and specific interface configuration could not be verified. The Contractor shall provide any gateway, adapter, or other interface equipment necessary to integrate the proposed telephone system with the existing paging system.

QUESTION 18

Please provide the quantity, type, and location of all analog devices that must be supported by the proposed solution, including fax machines, elevator phones, emergency phones, alarm lines, fire panels, modems, paging interfaces, and any other analog endpoints.

RESPONSE 18

The only analog interface currently identified as requiring support by the proposed telephone solution is one (1) overhead paging interface at the York location. The paging system utilizes a Bogen PCM2000-series modular paging system with a PCM-TIM Telephone Interface Module. The existing telephone-system connection is made to the PAGE PORT on the PCM-TIM via an RJ-style connection.

SRTA currently has two (2) analog fax lines provided directly through a Comcast Business voice modem. These lines do not connect to the existing Cisco Unified Communications Manager (CUCM) telephone system and are not required to migrate to or be supported by the proposed solution.

A separate video intercom/access-control system used for door and gate access operates independently of CUCM and is not part of the telephone system replacement. There are no known modem endpoints requiring support.

No elevator phones, emergency phones, alarm lines, fire panels, or other analog endpoints have been identified as requiring integration with the proposed telephone solution.

QUESTION 19

Does SRTA currently have redundant internet connectivity at any locations? If so, please identify those locations, carriers, bandwidth, and connection types.

RESPONSE 19

Currently, SRTA has redundant connectivity at its York location. York utilizes a 1 Gbps Comcast Ethernet Network Service (ENS) connection and a separate 1 Gbps Comcast Ethernet Dedicated Internet (EDI) connection. Other SRTA locations do not currently have redundant Internet connectivity.

SRTA is currently undertaking a separate network modernization project that will transition the existing Comcast ENS private network to Internet-based connectivity while maintaining site-to-site connectivity through SRTA's SD-WAN architecture. As part of this project, redundant Internet connectivity will be implemented at Harrisburg, Gettysburg, King Street, Chambersburg, and Carlisle in addition to York. This network modernization project is separate from the telephone system RFP.

QUESTION 20

1. Please provide the number of users, physical phones, common-area devices, and other endpoints required at each SRTA location.

a. We recommend that SRTA utilize a dedicated internet connection for any location with more than 75 users. Do any of the locations included in this RFP meet or exceed that threshold? If so, please provide the demarcation address for each applicable location.

RESPONSE 20

SRTA has identified 185 physical desk telephones for the current deployment. The following table provides the current distribution by location and functional area. These quantities include both individually assigned telephones and common/shared-area telephones. SRTA does not maintain a separate endpoint count by named user versus common-area device for purposes of this RFP. The base proposal shall include 205 enterprise desk telephones as specified in the RFP, with the additional quantity intended for spare inventory and anticipated growth.

Dauphin York

Location Count Location Count Location Count Mobility 4 Maintenance 8 Adams 9 Info Specialists 3 Bus Barn 4 Cumberland 5 IT & Planning Hall 5 Clean Room 1 Franklin 5 Bill's Hall 3 Customer Service 30 Northumberland 8 Customer Service 5 Front Desk 1 Perry 5 Driver Area 1 Operations 21 Union/Snyder 6 Dispatch 8 Server Room 1 York Transfer Center 1 Training + Fred 3 IT Room 3 West Milton 2 Server Room 1 2nd Floor Admin 25

2nd Floor Hall 4

Bev's office 2

Exec Suite 6

Maintenance 5

Total 50 Total 94 Total 41

Grand Total 185

Yes. SRTA's York location exceeds 75 telephone users. The applicable demarcation address is 415 N. Zarfoss Drive, York, PA 17404.