RFP_8100_JNH3000_ATT_4_v1.pdf

CITY OF AUSTIN

DEPARTMENT OF AVIATION

SCOPE OF WORK

FOR

ENTERPRISE TELEPHONY & UNIFIED COMMUNICATIONS SYSTEM REPLACEMENT &

SUPPORT SERVICES

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1. ABOUT AUSTIN BERGSTROM INTERNATIONAL AIRPORT

Austin-Bergstrom International Airport (AUS) is owned and operated by the City of Austin. The airport is self-sustaining and generates revenue to cover operating costs. What was once the site for the Bergstrom Air Force Base, the federally owned property was transformed into a commercial airport with the opening of Austin-Bergstrom International Airport on May 23, 1999, replacing the former, smaller Austin Robert Mueller Municipal airport. Since then, AUS has connected more Austin and Central Texas travelers to the world all while providing a uniquely authentic Austin experience to every customer that travels through the Barbara Jordan Terminal. Known for live music, local concession brands, and Texas hospitality, AUS prides itself on reflecting the culture and values of the community it serves.

The airport is also an economic engine in Central Texas, supplying over 74,000 direct and indirect jobs in the Central Texas region. With over 100 business partners on the airport campus providing global connections, AUS provides critical services to encourage and enhance economic growth. As of 2022, AUS terminal operations have been certified as Carbon Neutral with a Level 3+ designation by Airports Council International’s Carbon Accreditation Program – making AUS the first medium-sized airport to achieve a Level 3+ or higher distinction.

In 2025, AUS served over 20 million annual passengers after three years of record-breaking passenger volume increases. To address the rapid pace of passenger and airline activity, AUS launched the Journey With AUS Airport Expansion and Development Program (AEDP), a multi-year capital improvement and development effort that will improve and modernize AUS facilities in the near-term and for generations to come.

AUS Growth

Groundbreaking for AUS began in 1994, with the airport opening its doors in 1999. The airport covers 4,242 acres, including two runways and the main Barbara Jordan Terminal that currently operates with 33 gates. When it opened, Austin-Bergstrom International Airport was designed to accommodate 11 million passengers. A nine gate expansion, which opened in early 2019, was designed to increase the accommodation to 15 million passengers; in 2019, it served over 17 million.

Austin-Bergstrom International Airport has recovered from the dramatic decline in air travel caused by the pandemic at a rate faster than originally projected. Following the dramatic decline in air travel in 2020, AUS saw a 21.6% increase in annual passengers in 2022 compared to 2019. In 2023 AUS served a record-breaking 22 million annual passengers, a 27% increase compared to 2019.

2. PURPOSE

2.1 Austin Aviation seeks a premises-based telephony solution that will provide additional capacity and enhance the capabilities of the existing voice platforms currently in use at Austin-Bergstrom International Airport (AUS). The Contractor shall provide a future-ready, enterprise-grade voice

Scope of Work Page 2 of 45 solution with upgraded features for voicemail, team collaboration, unified messaging, automatic call distribution (ACD), call recording, and ongoing maintenance and support services.

3. TERM OF CONTRACT

3.1 The initial term of this Contract will be forty-eight (48) months. At expiration of the initial contract term, the City may, at its sole option, extend the Contract for continued ongoing maintenance and support for up to two (2) thirty-six-month (12) extension options.

3.2 The warranty and support period and the on-going comprehensive support and maintenance period shall include the services, staffing, and obligations defined in Sections 9.15, 9.16, 10, and 11 of this Scope of Work.

4. BACKGROUND & CURRENT CONDITIONS

4.1 Austin Aviation currently operates two independent telephone systems: a Cisco Unified Communications Manager (CUCM) and an NEC SV8500 PBX. The CUCM is deployed as an on-premises server cluster, primarily serving Austin Aviation employees across multiple buildings and locations throughout the AUS campus, and is supported by Austin Aviation Information Systems Network Controls Team. The NEC SV8500 PBX System consists of a pair of networked NEC SV8500 PBXs using legacy digital line and analog card technology. The NEC platform is considered a legacy system with limited scalability and vendor support. This system supports approximately 600 Dterm digital handsets and 500 analog lines throughout the AUS campus. The NEC system is maintained under a third-party maintenance contract which includes an onsite technician. The co-existence of the two independent systems results in administrative complexity, interoperability limitations, and inconsistent user experiences, stressing the need for a unified, modern telephony solution with integrated maintenance and support.

4.2 The main airport communication room, located in the Information Systems Building, houses one half of the NEC phone system and associated data switch infrastructure for much of the building.

This facility connects via single-mode fiber to the Barbara Jordon Terminal (BJT), parking garages and other buildings across the AUS Campus. While this building is outside of the Airport Operations Area (restricted zone) it is a controlled-access facility. The second NEC system is in the BJT within the restricted, secured area of the building.

4.3 Austin Aviation utilizes an entire Direct Inward Dial (DID) exchange for its internal dialing plan (512-530-XXXX). Connectivity to the public switched telephone network (PSTN) is provided by two active session initiation protocol (SIP) trunks provisioned and provided by a global communications service provider. The telephony environment also includes Plain Old Telephone Service (POTS) lines supporting critical analog devices, such as elevator call buttons, alarm panels, and backup telephones used by airport and tenant operations.

4.4 Existing telecommunications cabling consists primarily of Krone wire fields certified to Category 5e. Administrative handsets are typically connected “in-line” between wall jacks and desktop computers, while terminal kiosks and operational work areas utilize dedicated information outlets. Patch cables are used throughout system to connect endpoints to the network.

Historically, services from the NEC PBX have been re-terminated to the Cisco system and sufficient horizontal cabling is in place to support connectivity for operational and administrative areas.

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4.5 The existing Call Accounting System (CAS) is Commview (Version: 3.0.0.21190, 7/9/2021), which allows for phone usage tracking, rental tracking, and billing for AUS tenants.

4.6 Detailed counts of existing handsets, analog circuits, and virtual extensions for both NEC and Cisco Systems are provided in Exhibit A – Current Configuration.

5. CONTRACTOR QUALIFICATIONS

The Contractor shall:

5.1 Have been in the business of designing, installing, and maintaining enterprise-grade telephony systems for a minimum of seven (7) years and shall have completed at least three (3) successful enterprise telephony implementations comparable in scale, complexity, and functionality to the qualified systems described in this Scope of Work.

5.2 Demonstrate experience as the primary entity responsible for the overall system design, implementation, and commissioning of telephony systems, including deployments at enterprise or campus environments. Experience in public-sector, transportation, airport, or other mission-critical operational environments is preferred.

5.3 Assign personnel who are currently certified by the manufacturer in the design, installation, configuration, maintenance and support of the proposed telephony system. Assigned personnel shall have a minimum of two (2) years of post-certification work experience with the applicable platform and software versions at the time of installation.

5.4 Ensure all personnel performing installation, configuration, oversight, testing, or maintenance of telephony system hardware or software shall meet the requirements of Section 5.3. In no instance shall any Contractor’s staff perform any work on the system and equipment without the required manufacturer certifications, training, and demonstrated experience.

5.5 Technical Personnel

5.5.1 Assign qualified personnel to fulfill the technical roles required to deliver the services and deliverables described in this Scope of Work.

5.5.2 Lead / Senior Technical Personnel assigned to the project shall have:

5.5.2.1 A minimum of five (5) years of professional experience designing, configuring, installing, upgrading, maintaining, or supporting of enterprise-grade telephony systems, including IP/VoIP platforms, call processing systems, gateways, Automatic Call Distribution, voicemail, unified messaging and collaboration tools, and Ethernet-based network environments.

5.5.2.2 A minimum of three (3) years of experience in team leadership and supervision of telephony installation on similar systems of comparable size and complexity (inclusive with Section 5.5.2.1).

5.5.2.3 Experience supporting mission-critical voice systems within an airport, transportation, public-sector, or other 24 x 7 operational environment (preferred).

5.5.2.4 Current manufacturer certifications applicable to the proposed telephony solution and software versions. Certifications shall be current and remain in good standing.

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5.5.3 Additional Technical Personnel assigned to the project shall have:

5.5.3.1 A minimum of three (3) years of professional experience performing installation, configuration, maintenance, upgrades, or support of enterprise telephony systems.

5.5.3.2 Demonstrated experience with VoIP, Automatic Call Distribution, voicemail systems, unified messaging, collaboration tools, and supporting network tools.

5.5.3.3 Current manufacturer certifications applicable to the proposed telephony solution and software versions. Certifications shall be current and remain in good standing.

5.6 On-Site Warranty and Maintenance Technician

5.6.1 Throughout all phases of the Contract Term, including project implementation, warranty and initial support, and ongoing maintenance periods, the Contractor shall provide at least one (1) full-time on-site Lead or Senior technician assigned to support the Airport’s telephony system.

5.6.2 The On-Site Technician shall have the following at a minimum:

5.6.2.1 Five (5) years of professional experience maintaining and supporting enterprise-grade telephony systems, including IP/VoIP platforms, call processing systems, gateways, Automatic Call Distribution, voicemail, unified messaging and collaboration tools, and Ethernet-based network environments.

5.6.2.2 Three (3) years of experience in a senior or lead support role providing day-to-day operational support, troubleshooting, maintenance, and coordination with PBX system Contractor’s or higher-tier technical resources (inclusive with 5.6.2.1).

5.6.2.3 Hold current manufacturer certifications applicable to the deployed telephony platform, including certifications on the exact or higher software versions used at the Airport. All certifications shall remain current and in good standing throughout the contract term.

5.6.2.4 Be available to work full-time on site (40 hours/week) during normal business hours and accommodate reasonable overtime (approximately 10%) as required under the maintenance and support scope defined in Sections 9.15, 9.16 and 10.

5.7 The Contractor shall have the ability to provide local or regional support presence, including on-site support when required and timely access to qualified technical personnel for maintenance, troubleshooting, and incidence response throughout the contract term.

5.8 The Contractor shall accept that Austin Aviation reserves the right to reject any proposed staff member who, even though they meet minimum requirements, is deemed not to meet Austin Aviation standards of workmanship, professionalism, or subject matter expertise.

5.8.1 Violations may result in the Contractor receiving a TSA fine and/or the dismissal of the employee from Austin Aviation premises and termination of the contract.

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5.8.2 All Contractor personnel shall be able to pass the required background checks for obtaining and maintaining an access control badge at AUS.

6. PROJECT MANAGER/SINGLE POINT OF CONTACT (PM/SPOC) MINIMUM QUALIFICATIONS

The Contractor shall:

6.1 Designate a Project Manager (PM) / Single Point of Contact (SPOC) who will be responsible for overall coordination, management, and delivery of all services and deliverables associated with the telephony system upgrade, consolidation, and ongoing maintenance activities.

6.2 Ensure the assigned PM/SPOC shall have a minimum of seven (7) years of total professional experience that includes contract administration and project management duties. Within this total experience the PM/SPOC shall have:

6.2.1 At least five (5) years of project management experience in a similar role with comparable responsibilities, scale, and complexity including enterprise or campus-wide technology deployments.

6.2.2 Demonstrated experience managing enterprise telephony or unified communications projects, including coordination of system upgrades, migrations, or cutovers in operational environments.

6.2.3 Demonstrated ability to manage multi-disciplinary teams and coordinate with Airport stakeholders, including IT, security, operations, and third-party Contractor’s, carriers, or service providers.

6.3 The PM/SPOC shall have the authority to commit the Contractor resources, coordinate emergency response activities related to the telephony system, and shall have full decision-making authority for the Contractor in support of project delivery and system performance.

6.4 The PM/SPOC shall be available and on-call during Austin Aviation business hours and critical project milestones, including system cutovers, testing, and major maintenance activities. The Contractor shall also designate an alternate PM/SPOC with equal qualifications to cover during absences.

7. DEFINITIONS AND ACRONYMS

For the purposes of this Scope of Work, the following terms and acronyms shall apply:

NOTE: Not all acronyms indicated may appear in this specification

7.1 ACD – Automatic Call Distribution

7.2 AI – Artificial Intelligence

7.3 AOC – Airport Operations Center

7.4 ARS - Automatic Route Selection

7.5 AUS – Austin-Bergstrom International Airport.

7.6 Austin Aviation – Austin Aviation synonymous with “Owner” and “Airport”

7.7 CAS – Call Accounting System

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7.8 CM – Contract Manager

7.9 CUCM - Cisco Unified Communications Manager

7.10 DID - Direct Inward Dialing

7.11 IP – Internet Protocol

7.12 MOH - Music-On-Hold

7.13 PBX – Private Branch Exchange

7.14 PM – Project Manager

7.15 POTS – Plain Old Telephone Service

7.16 PSTN - Public Switched Telephone Network

7.17 SBC - Session Border Controller

7.18 RFP – Request for Proposal

7.19 SIP -Session Initiation Protocol

7.20 TDM -Time Division Multiplexing

7.21 UC - Unified Communications

7.22 UM – Unified Messaging.

7.23 VoIP – Voice over Internet Protocol

8. PROJECT DELIVERABLES

8.1 General

The Contractor shall:

8.1.1 Prepare and submit all project submittals, documentation, and deliverables as required by this Scope of Work in accordance with Austin Aviation standards, formats, procedures, and submission workflows defined in this Section.

8.1.2 Complete deliverables that are associated with defined project milestones or activities, submission timing requirements stated in the applicable Technical Scope section shall govern the required submission date. Where conflicts exist between submission timing defined in Section 9 and deliverable timing contained in Section 8, the timing requirement of Section 9 shall govern.

8.1.3 Ensure no portion of the Work related to the system design, configuration, migration, integration, testing, training, cutover, or deployment shall proceed until the applicable project submittals have been reviewed and approved by Austin Aviation as outlined in this Section. Deliverables requiring Austin Aviation review shall not be considered accepted until written approval has been provided by Austin Aviation Project Manager.

8.1.4 Correct and resubmit any items found unsuitable, rejected, or returned for revision until accepted. Payment will not be made for Work associated with the required deliverables until they are approved by Austin Aviation.

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8.1.5 Provide and complete all project deliverables in Austin Aviation-approved, editable electronic formats unless otherwise approved in writing. Each deliverable shall include version identification, revision history, and date of delivery. Deliverables shall reference applicable Scope of Work sections and requirements, where applicable.

8.1.6 Provide project submittals for Austin Aviation review and written approval prior to implementation. Project deliverables represent completed and accepted work products and may be required as a condition of milestone completion or Final Acceptance in accordance with Section 9.14.9.

8.1.7 Austin Aviation review or written approval shall not relieve the Contractor of responsibility for compliance with requirements of this Scope of Work, and lack of Austin Aviation response shall not be deemed written approval.

8.2 Project Management Deliverables

8.2.1 Project Schedule: The Contractor shall develop a detailed project schedule using a recognized project management tool (e.g., Microsoft Project or equivalent) within 15 (fifteen) days of the project kick-off.

8.2.2 The project schedule shall include, at a minimum:

8.2.2.1 Major project phases and milestones

8.2.2.2 Dependencies, and critical path activities

8.2.2.3 Deliverables submission and written approval points

8.2.2.4 Testing, training, cutover, stabilization and acceptance activities

8.2.2.5 The final approved schedule shall serve as the baseline schedule for tracking progress, reporting, and milestone payment authorization.

8.2.3 Project Status Reporting: The Contractor shall submit recurring project status reports in an Austin Aviation approved format documenting:

8.2.3.1 Schedule status and milestone progress

8.2.3.2 Risks, issues, and mitigation actions

8.2.3.3 Change requests

8.2.3.4 Upcoming activities and dependencies

8.3 Network Assessment Deliverables

8.3.1 The Contractor shall submit a Network Assessment Report documenting the results of the network assessment activities described in Section 9.4.

8.3.2 The report shall include, at a minimum:

8.3.2.1 Executive summary of network readiness for VoIP and converged voice

8.3.2.2 Description of assessment methodology and scope

8.3.2.3 Summary of existing network topology relevant to voice services

8.3.2.4 Submit an assessment of:

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8.3.2.4.1 Cabling infrastructure (including Krone blocks and

terminations)

8.3.2.4.2 Switching, routing, and WAN readiness

8.3.2.4.3 QoS, latency, jitter, and packet loss considerations

8.3.2.4.4 Power, redundancy, and resiliency considerations

8.3.2.4.5 Identification of risks, gaps, and constraints impacting voice services

8.3.2.4.6 Required or recommended network configuration changes or mitigations

8.3.2.4.7 Items requiring Austin Aviation coordination or procurement (clearly identified)

8.3.2.4.8 Assumptions, exclusions, and dependencies

8.3.2.4.9 Statement of overall network readiness (Ready / Conditionally Ready / Not Ready)

8.3.2.5 Written approval of the Network Assessment Report by Austin Aviation shall be required prior to final system design and cutover planning.

8.4 Technical Design and Architecture Deliverables

8.4.1 The Contractor shall submit a comprehensive System Design Package for Austin Aviation review and written approval prior to implementation.

8.4.2 The package shall include:

8.4.2.1 Overall system architecture diagrams

8.4.2.2 Enterprise call processing and call routing architecture

8.4.2.3 SIP trunking and SBC integration architecture

8.4.2.4 Endpoint and device addressing schemes

8.4.2.5 Redundancy and resiliency design

8.4.2.6 Integration designs (i.e., call recording, call accounting)

8.4.2.7 Security architecture and role-based access design

8.4.2.8 Equipment lists and bill of materials

8.4.2.9 Equipment placement drawings and rack layout diagrams

8.4.2.10 Design assumptions and constraints

8.4.3 Call Flow Design Document: The Contractor shall deliver an ACD Call Flow Design Document produced from the ACD Workflow Design Workshops defined in Section

9.5.6. The document shall define queue structures, routing logic, escalation rules, business hours behavior, overflow handling, and agent assignment rules, and shall be included as part of system Design Package.

8.4.4 Written approval of system Design Package shall be a prerequisite to system configuration and deployment.

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8.5 Installation and Implementation Deliverables

8.5.1 The Contractor shall submit an Installation Plan that includes:

8.5.1.1 Installation sequencing and dependencies

8.5.1.2 Configuration approach

8.5.1.3 Validation checkpoints

8.5.1.4 Rollback and recovery procedures

8.5.1.5 Coordination requirements with Austin Aviation.

8.5.1.6 Submit an Installation Readiness Confirmation in accordance with Section 9.8.12.

8.6 Cutover Deliverables

The Contractor shall:

8.6.1 Submit a detailed Cutover Plan for Austin Aviation review and written approval prior to execution of any production cutover activities associated with the transition from the legacy NEC PBX system to the new voice solution.

8.6.2 The Cutover Plan shall

8.6.2.1 Align with Section 9.8 requirements

8.6.2.2 Identify personnel and roles

8.6.2.3 Define tasks sequencing and timing

8.6.2.4 Document expected service impacts

8.6.2.5 Define communication and notification procedures

8.6.2.6 Include rollback and fallback procedures

8.6.3 Verify that the network infrastructure supporting VoIP services conforms to the requirements, including VLAN configuration, QoS/DSCP marking, PoE capacity, and bandwidth availability.

8.6.4 Ensure that the cutover activities shall not proceed without written Austin Aviation written approval of the Cutover Plan. Written approval of the Cutover plan may be required as a condition of milestone or production cutover authorization.

8.7 Testing And Acceptance Deliverables

The Contractor shall:

8.7.1 Submit all required test plans, test results, and summary reports in accordance with Exhibit B – Testing, Commissioning, and Acceptance Criteria.

8.7.2 Provide testing documentation demonstrating traceability to approved design and requirements and include evidence of successful completion of required test phases.

8.7.3 Obtain all written approvals of required testing deliverables as a prerequisite to production cutover and Final Acceptance in accordance with this scope of work.

8.8 Training Deliverables

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The Contractor shall:

8.8.1 Training Plan: Submit a Training Plan for Austin Aviation review and written approval, describing:

8.8.1.1 Training audience and roles

8.8.1.2 Training objectives and content

8.8.1.3 Delivery methods and schedule

8.8.1.4 Knowledge transfer approach.

8.8.2 Training Materials: Submit all training materials, including:

8.8.2.1 Instructor-led training materials

8.8.2.2 User guides and quick reference materials

8.8.2.3 Administrator and support documentation

8.8.3 All training materials shall be provided to Austin Aviation in editable electronic formats and approved by Austin Aviation prior to delivery of instruction.

8.9 Knowledge Transfer Deliverables

The Contractor shall:

8.9.1 Provide knowledge transfer deliverables and activities in accordance with Sections 8.9, 9.13, and 9.14 of this Scope of Work.

8.9.2 Knowledge Transfer Plan: Submit a Knowledge Transfer Plan describing the approach, schedule, delivery methods, target audience, and materials supporting knowledge transfer activities performed during implementation, stabilization and project close out. The Knowledge Transfer Plan shall align with the Training Plan defined in Section

8.8 and the training requirements in Section 9.13.

8.9.3 Knowledge Transfer Activities and Materials: Conduct operational, administrative, and technical knowledge transfer sessions and shall provide supporting operational runbooks, administrative guides, troubleshooting references, and other materials needed to support independent system operations. Knowledge transfer materials shall align with the Operations and Administration Manuals defined in Section 8.12.

8.9.4 Prior to Final Acceptance, provide written confirmation that knowledge transfer activities have been completed and shall provide attendance records and copies of materials delivered as part of the activities.

8.10 Post-Go-Live Stabilization Deliverables

8.10.1 Stabilization Completion Package: The Contractor shall submit a Stabilization Completion Package that includes:

8.10.1.1 Written confirmation of system stability and readiness for Final Acceptance.

8.10.1.2 A Stabilization Completion Report documenting issues identified during stabilization, corrective actions performed, remaining open items (if any).

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8.10.1.3 A consolidated configuration and change log that includes all system modifications and workflow adjustments implemented during the stabilization period.

8.10.2 The submission and acceptance of these deliverables shall be a prerequisite to Final Acceptance and transition to the warranty period in accordance with Section 9.12.6.

8.11 Security and Administration Documentation

The Contractor shall:

8.11.1 Provide security-related system documentation sufficient to support ongoing administration of the system.

8.11.2 Provide documentation which shall include, at a minimum:

8.11.2.1 Access control models

8.11.2.2 Administrative procedures

8.11.2.3 Security configuration settings

8.11.2.4 System hardening considerations applicable to the deployed solution

8.11.3 Acceptance of this documentation may be required as a condition of milestone or Final Acceptance in accordance with Section 9.12.6.

8.12 As-Built, Closeout, and Transition Deliverables

The Contractor shall:

8.12.1 Closeout Documentation Package: Submit the complete closeout documentation, including the As-Built Documentation Package and all other closeout and transition deliverables described in this Section 8.12.

8.12.2 As-Built Documentation Package: Submit a complete As-Built Documentation Package documenting the deployed system including:

8.12.2.1 Final System architecture diagrams

8.12.2.2 Equipment inventories with model, serial number, and Austin Aviation Asset Tag number

8.12.2.3 Configuration summaries

8.12.2.4 Integration details

8.12.3 Operations and Administration Manuals: Submit Operations and Administration Manuals tailored to the deployed telephony system including:

8.12.3.1 System administration procedures

8.12.3.2 Monitoring and troubleshooting guides

8.12.3.3 Backup and recovery procedures

8.12.3.4 Patch and upgrade procedures

8.12.3.5 Escalation workflows

8.12.4 Warranty and Maintenance Transition Deliverables: Submit warranty and maintenance transition deliverables including:

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8.12.4.1 Confirmation of warranty registration

8.12.4.2 Support escalation contacts

8.12.4.3 On-site technician assignment confirmation

8.12.4.4 Maintenance inventory handoff

8.12.4.5 Confirmation of transition from stabilization to Initial Maintenance and Support Period.

9. TECHNICAL SCOPE

9.1 Codes, Standards and Compliance References

The Contractor shall:

9.1.1 Comply with all applicable federal, state, and local laws, codes, regulations, and Austin Aviation IT policies governing enterprise telephony, unified communications (UC), voicemail, call routing, and associated network and security services. The Contractor shall ensure alignment with Austin Aviation’s internal IT governance, cybersecurity, risk management, and compliance policies. Any deviations or exceptions will be documented and approved in writing by Austin Aviation prior to implementation.

9.1.2 Ensure where any conflicts between Austin Aviation standards and external references, compliance with the more stringent requirement applies.

9.1.3 Ensure that the system and all associated components comply with applicable industry standards and best practices for enterprise telephony and unified communications, including but not limited to:

9.1.3.1 ANSI/TIA Telecommunications Standards, including:

• ANSI/TIA-568 (Commercial Building Telecommunications Cabling)

• ANSI/TIA-606 (Administration and Labeling)

• ANSI/TIA-607 (Grounding and Bonding)

9.1.3.2 IETF and VoIP Protocol Standards, including:

• SIP (Session Initiation Protocol – RFC 3261)

• RTP/RTCP (RFC 3550)

• SRTP (RFC 3711)

9.1.3.3 IEEE Networking Standards, including:

• IEEE 802.3 (Ethernet)

• IEEE 802.3af/at/bt (Power over Ethernet)

• IEEE 802.1Q (VLANs)

• IEEE 802.1X (Network Access Control), where applicable

9.1.4 Ensure that the system shall comply with all applicable federal, state, and local emergency calling laws, regulations, and standards governing Enhanced 911 (E911) and Next Generation 911 (NG911) services. Compliance shall include, but not be limited to, Scope of Work Page 13 of 45 requirements for accurate caller location identification, emergency call routing, and on-site notification, as applicable to enterprise and campus environments.

9.1.4.1 Provide applicable requirements include, by way of example and not limitation, Kari’s Law (47 U.S.C. § 623), RAY BAUM’S Act (47 U.S.C. § 615), and relevant NG911 standards where supported.

9.1.5 Ensure all telephony, UC, voicemail, call control, and management platforms—whether on-premises, hybrid, or cloud-hosted—comply with applicable cybersecurity and data protection standards, including but not limited to:

9.1.5.1 National Institute of Standards and Technology (NIST):

• NIST Cybersecurity Framework (CSF)

• NIST SP 800-53 (Security and Privacy Controls)

• NIST SP 800-61 (Incident Handling), where applicable

9.1.5.2 Secure configuration, encryption of signaling and media, identity and access management, logging, and audit controls consistent with City of Austin Cybersecurity Policies.

9.1.6 Ensure applicable, systems supporting Airport operations shall comply with relevant aviation and regulatory guidance, including:

9.1.6.1 Federal Aviation Administration (FAA) information security, data integrity, and operational resilience requirements applicable to airport systems.

9.1.6.2 Provide any additional Austin Aviation-specific security directives, operational constraints, or compliance requirements communicated during the project.

9.2 General Contractor Requirements

The Contractor shall:

9.2.1 Ensure the upgraded or replacement Telephone, Voicemail and Unified Messaging System provides a uniform communication system for all AUS facilities and is scalable and expandable at the discretion of Austin Aviation.

9.2.2 Provide service for all facilities located on the AUS campus, including, but not limited to, administrative offices, passenger terminals, tenant and concession spaces, airside and landside operations areas, parking facilities, maintenance buildings, and any other Austin Aviation-owned or -operated facilities.

9.2.3 Be the sole authority and responsible party for the delivery of the system and associated services. The Airport’s goal is to establish a single point of accountability for all phases of system implementation, including design, planning, support, and maintenance as defined under the resulting Contract.

9.2.4 Prepare and submit all required documentation and deliverables as required by this Scope of Work and Section 8– Project Deliverables.

9.2.5 Ensure at Final Acceptance, that Austin Aviation Information Systems staff are provided with the access, documentation, and permissions necessary to administer and

Scope of Work Page 14 of 45 maintain the system without reliance on proprietary tools or Contractor-exclusive credentials.

9.2.6 Register and display company logos in accordance with Austin Aviation policies on all Contractor and Subcontractor vehicles used while performing work at Austin Aviation.

9.2.7 Comply with all security requirements imposed by Austin Aviation and ensure that all employees and subcontractors are kept fully informed as to these requirements.

9.2.8 Immediately notify, if damage occurs, the Austin Aviation Project Manager and report the damage in writing. The Contractor shall repair or replace the damaged items at no cost to Austin Aviation.

9.2.9 Project Management and Governance

The Contractor shall:

9.2.9.1 Provide a dedicated Project Manager (PM) who serves as the primary Single Point of Contact (SPOC) for the Project. The Project Manager shall have authority to manage Contractor resources, make project decisions, and escalate issues as necessary. The assigned Project Manager shall remain assigned for the duration of the Project unless otherwise approved in writing by Austin Aviation.

9.2.9.2 Develop, maintain, and update a milestone-based project schedule in accordance with Section 8.2.1 (Project Schedule). The initial baseline project schedule shall be submitted to Austin Aviation for review and written approval within 15 (fifteen) calendar days of Project Kickoff. The schedule shall reflect all major phases, milestones, dependencies, and deliverables and shall be updated at least monthly, or more often as required to reflect approved changes.

9.2.9.3 The Contractor’s Project Manager shall conduct weekly project status meetings with Austin Aviation stakeholders and shall submit weekly written status reports in an Austin Aviation-approved format. The first report shall be submitted within ten (10) calendar days of Project Kickoff, subsequent reports shall be submitted weekly. Status reports shall include schedule status, upcoming milestones, risks and issues, change requests, and action items.

9.2.9.4 Coordinate all work activities, milestones, and installations with Austin Aviation Project Manager. No work subject to Austin Aviation review and written approval shall proceed until the applicable submittals have been reviewed and approved by Austin Aviation PM in accordance with Section 8– Project Deliverables.

9.2.9.5 Comply with Austin Aviation’s Change Management processes. No changes impacting scope, schedule, cost, testing, training, or cutover activities shall be implemented without prior written approval from Austin Aviation.

9.2.9.6 Be responsible for all project management artifacts, including schedules, status reports, risk and issue logs, change requests, and implementation

Scope of Work Page 15 of 45 documentation, shall be retained and submitted to Austin Aviation as part of Project Closeout in accordance with Section 8– Project Deliverables.

9.2.9.7 Provide current contact information to Austin Aviation Project Manager, including phone numbers and email, for all Contractor and Subcontractor personnel who will be assigned to perform services under this Scope of Work. Initial contact information shall be provided within five (5) calendar days of Project Kickoff and updated as changes occur.

9.3 Overview of Required Services

This section provides a high-level overview of the services required under this Contract. Detailed technical, functional, and implementation requirements are defined in the subsequent sections of this Technical Scope.

The Contractor shall:

9.3.1 Provide all labor, materials, equipment, software licenses, configuration, testing, training, and professional services necessary to upgrade and consolidate Austin Aviation’s existing telephony systems into a single, modern, and unified communications platform supporting voice, voicemail, unified messaging, collaboration, and mobility features. The Contractor shall replace or integrate the existing NEC SV8500 PBX and Cisco Unified Communications Manager (CUCM) platforms into a cohesive enterprise environment capable of supporting all telephone and voice communications across the AUS campus.

9.3.2 Propose a system to provide enhanced functionality including, but not limited to, voicemail, call recording, automatic call distribution (ACD), call accounting, unified messaging, and integration with required enterprise systems.

9.3.3 Perform the Network Assessment described in Section 9.4, including issuance of a Network Assessment Report identifying network readiness, deficiencies, and recommended remediation.

9.3.4 Provide all services necessary to implement the proposed premises-based telephony solution. Services shall include, at a minimum:

• Migration and cutover of existing services

• Re-termination of circuits and handsets where required

• Preservation of existing POTS connectivity where applicable

• Integration with Microsoft Teams and other required enterprise applications

• System configuration, testing, commissioning, and user training

9.3.5 Provide professional services to support the design and configuration of ACD workflows, including stakeholder workshops, business process analysis, and documentation of call routing logic.

9.3.6 Integrate the new telephony system with the existing Commview Call Accounting System and NICE call recording platform or propose equivalent replacement solutions that meet or exceed current capabilities.

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9.3.7 Following Final Acceptance, the Contractor shall provide Warranty services and the Initial Maintenance and Support Period in accordance with Sections 9.15, 9.16.

9.3.8 Upon expiration of the Initial Maintenance and Support Period, the Contractor shall provide ongoing maintenance and support services in accordance with Section 10 (Ongoing Maintenance and Support) and Section 11-Service Level Agreement.

9.4 Network Assessment

The Contractor shall:

9.4.1 Conduct a full network assessment to evaluate the viability and suitability of the existing data network for integration with the new Voice over IP (VoIP) or converged voice system.

9.4.2 Provide an assessment that at minimum identifies any deficiencies, risks, or required improvements needed to support the proposed solution per industry standards, including impacts to performance, resiliency, and operational readiness for voice services, and document this in a formal Network Assessment Report.

9.4.3 Assess the use of existing Krone wire fields currently utilized by the NEC phone systems. Provide testing that includes a representative sample of each type of network cabling in use to verify performance and compliance.

9.4.4 Ensure that the existing Krone blocks have been certified to CAT 5e; however, the Contractor shall verify that all termination and connections meet or exceed requirements for a converged network.

9.4.5 Confirm through testing and analysis that the network is voice ready and document findings in the Network Assessment Report.

9.4.6 Determine what, if any, network updates or quality mitigations, or configuration changes are required to support the new Converged Data/Voice system. Any required network updates, quality mitigations, or configuration changes identified in the assessment shall be clearly documented as prerequisites, dependencies, or assumptions for the proposed solution

9.4.6.1 Owner Responsibility: Austin Aviation shall be responsible for procuring and funding any required network hardware upgrades, additional communication links, or network reconfigurations identified in the Network Assessment Report.

9.4.7 Provide a Network Assessment Report within 45 (forty-five) calendar days of Project Kickoff as defined in Section 8.3 – Network Assessment Deliverables.

9.5 Required Functions and Services

The Contractor shall:

9.5.1 Provide a new on-premises VoIP or converged voice system integrated with the Airport’s existing Session Border Controllers (SBC) (Ribbon Communications) located in the NEC PBX rooms. Core SIP trunks for the system shall terminate through the existing SBC infrastructure. Cloud-hosted or hybrid voice core solutions will not be utilized.

9.5.2 Design, configure and support unified messaging integrated with Austin Aviation’s Microsoft Exchange Online (Office 365) environment to enable voicemail delivery to

Scope of Work Page 17 of 45 user email inboxes. The system shall support synchronization between the voicemail system and the user’s email client, including voicemail message playback, retention, and deletion.

9.5.3 Provide voicemail service that assigns a voicemail mailbox to all personnel with a telephone extension. Voicemail messages shall be accessible via both the telephone interface and the employee’s email inbox. The deletion of a voicemail message from either interface shall result in the message being deleted from the other interface.

9.5.4 Provide a system that supports enterprise mobility by extending core desk phone functions to supported mobile devices such as smartphones, tablets, and laptops.

Mobile users shall be able to place and receive calls, access voicemail and use unified communications features regardless of location (office, field, or remote), subject to Austin Aviation security policies.

9.5.5 Provide a call accounting solution that supports tenant phone rental and usage billing and integrates with the proposed voice platform. Austin Aviation currently uses a Commview Call Accounting System (CAS) (Version: 3.0.0.21190 dated July 9, 2021) for tenant billing and usage tracking. The solution may include upgrading the existing Commview system or replacing it with a functionally equivalent or superior system, subject to Austin Aviation written approval.

9.5.6 Provide a system that supports Automatic Call Distribution (ACD) functions, allowing authorized Austin Aviation employees to log in and receive calls routed based on user profiles, skills and queue assignments. Call routing logic, queue structures, user roles, and escalation rules shall be defined through structured design workshops conducted jointly by Austin Aviation and the Contractor. The Contractor shall configure the ACD environment in accordance with the approved ACD Call Flow Design Documentation.

9.5.6.1 ACD Workflow Design Workshops: Facilitate one or more ACD Workflow Design Workshops with key Austin Aviation stakeholders to define call routing logic, queue structures, user roles, business hours, after-hours behavior, overflow rules, and escalation paths.

9.5.6.2 Provide workshops to include representatives from Airport Operations, IT, Security, and other user groups as identified by Austin Aviation.

9.5.6.3 Submit the ACD Call Flow Design Document defined in Section 8.4.3 for Austin Aviation review and written approval prior to configuration or activation of ACD services.

9.5.7 Provide a system that supports Automatic Route Selection (ARS) and class-of-service controls to enable permissions for authorized voice extensions to directly place domestic long-distance and international telephone calls. Other extensions shall be configured to require an authorization code or other access control for long-distance dialing as defined by the Airport.

9.5.8 Allow call-forwarding to external (off-net) telephone numbers only on a case-by-case basis and only for extensions explicitly authorized in the approved extension list.

9.5.9 Provide a system that includes Auto-Attendant capability to route inbound calls without human intervention. The Auto-Attendant shall support configurable business hours, after-hours, holiday schedules, custom announcements, and directory lookup by

Scope of Work Page 18 of 45 employee name or extension. Authorized users shall be able to remotely update announcements and call routing schedules. All Auto-Attendant recordings shall include legally required disclosure language notifying customers that “Your call may be recorded for quality control purposes”.

9.5.9.1 The Auto-Attendant shall be capable of handling and routing calls across the following categories, as defined and approved by the Airport: Airport operational and maintenance issues (including routine requests and time-critical incidents such as infrastructure failures, system outages, or security-related issues); general public inquiries (including travel information, terminal navigation, parking, airline contacts, Lost and Found, and TSA-related questions); and transfers to external agencies including TSA, CBP, or City of Austin 311 via predefined routing rules.

9.5.9.2 The solution shall support prioritization and routing based on urgency, time of day, and Airport-defined rules, including differential routing for time-critical operational incidents versus routine requests, in accordance with Airport escalation and notification procedures.

9.5.9.3 The solution shall provide an administrative interface for configuring time-of-day schedules, departmental and agency contact numbers, Airport tenant directories, and general Airport information.

9.5.9.4 At a minimum, the solution shall provide the following functional capabilities:

• Configurable call flows and routing rules based on time of day, department, agency, tenant, or call type

• Automated call screening via touch-tone (DTMF) input and/or prompted voice response with Automatic Speech Recognition (ASR)

• Pre-recorded or text-to-speech (TTS) automated verbal responses to callers

• Seamless escalation and transfer to live agents upon caller request or predefined routing triggers

• Multilingual support (minimum: English and Spanish; additional languages preferred)

• Administrative interface for managing call routing rules, contact directories, and informational content

• Logging of call metadata and routing outcomes for operational reporting and performance analysis

9.5.9.5 Auto-Attendant call flow design shall be coordinated through the ACD Workflow Design Workshop process defined in Section 9.5.6.1, and calls transferred to AOC queues shall remain subject to recording requirements defined in Section 9.5.11.

9.5.10 Provide a system that supports Music-On-Hold (MOH) on a tenant-specific basis. MOH shall be configurable per tenant. Austin Aviation does not require MOH for the primary voice environment.

9.5.11 Ensure continued integration and interoperability of the NICE system and the proposed voice platform. Austin Aviation currently uses a NICE call recording system for automatic recording of calls routed to the AOC. The solution shall support recording of

Scope of Work Page 19 of 45

AOC call traffic and existing radio integrations. The NICE system’s existing hybrid Ethernet/TDM interfaces shall be supported or transitioned as approved by Austin Aviation.

9.5.12 Provide a system that shall remain compatible with hearing-impaired communications services and shall not degrade or impede existing accessibility accommodations. Austin Aviation currently utilizes a third-party service to support hearing impaired telecommunications.

9.5.13 Provide a system that provides authorized users with real-time information on inbound call activity, including the number of callers currently waiting and expected wait time based on current ACD activity. This functionality shall be available for the AOC and IT Service Desk for Austin Aviation.

9.5.14 Provide system Design and Architecture Documentation within sixty (60) calendar days of Project Kickoff. Documentation shall describe the system architecture, core components, network integration approach, major interfaces, and deployment topology, and shall be approved by Austin Aviation prior to commencement of major system installation activities.

9.6 Feature Set

The Contractor shall:

9.6.1 Provide a voice system that supports the core telephony and unified communications features listed in this section as a baseline for operational functionality across all AUS locations.

9.6.2 Ensure that the system supports the following call handling and user features:

9.6.2.1 Automatic call back

9.6.2.2 Call waiting

9.6.2.3 Call waiting with display of caller identification name and number

9.6.2.4 Call hold and release

9.6.2.5 Call transfer (blind and supervised)

9.6.2.6 Call redirect

9.6.2.7 Call forward (busy, no answer, and all calls)

9.6.2.8 Call park and call pickup

9.6.2.9 Group call pickup

9.6.2.10 Find Me/Follow Me functionality

9.6.2.11 Multiple calls per line appearance

9.6.2.12 Shared extensions across multiple devices

9.6.2.13 Bridged call appearances

9.6.2.14 Speakerphone-capable endpoints

9.6.2.15 Programmable buttons with paperless (electronic) labels

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9.6.2.16 Speed dial and auto-dial

9.6.2.17 Paging and group paging

9.6.2.18 Prime line select

9.6.2.19 Automatic Call Distribution (ACD) groups for managing call routing and agent assignments

9.6.3 Ensure the system supports dialing, numbering, and routing capabilities including:

9.6.3.1 Direct Inward Dial (DID)

9.6.3.2 Extension dialing between AUS locations

9.6.3.3 Automatic Route Selections (ARS)

9.6.3.4 Custom Call Routing (CCR)

9.6.3.5 Automatic alternate routing

9.6.3.6 Class-of-service controls and toll restriction

9.6.3.7 Long-distance toll codes

9.6.3.8 Calling Line Identification (name and number)

9.6.3.9 Caller ID display for call waiting

9.6.4 The Contractor’s system shall support conferencing and collaboration features including:

9.6.4.1 Ad-hoc and scheduled conference capability

9.6.4.2 Add-on conference capability

9.6.4.3 Conference bridging for internal and external participants

9.6.5 The Contractor’s system shall support voicemail and unified communications features including:

9.6.5.1 Voice mail for all assigned extensions.

9.6.5.2 Voice mail forwarding and delivery to email

9.6.5.3 Softphone functionality for supported desktop and mobile devices

9.6.5.4 Unified communications features as stated in Section 9.5, including presence where supported.

9.6.6 The Contractor’s system shall support administration, monitoring, and reporting features including:

9.6.6.1 Remote system administration and maintenance.

9.6.6.2 Station Message Detailed Report (SMDR) or equivalent call detail reporting.

9.6.6.3 Call recording functionality consistent with NICE integration requirements defined in Section 9.5.

9.6.6.4 Support…