Prison Phone Justice

SERIAL 09089 RFP

INMATE TELEPHONE SYSTEM

DATE OF LAST REVISION: July 22, 2011

CONTRACT END DATE: May 31, 2015

CONTRACT PERIOD THROUGH MAY 31, 2015

TO:

All Departments

FROM:

Department of Materials Management

SUBJECT:

Contract for INMATE TELEPHONE SYSTEM

Attached to this letter is published an effective purchasing contract for products and/or services to be supplied to
Maricopa County activities as awarded by Maricopa County on March 31, 2010 (Eff. 06/01/10).
All purchases of products and/or services listed on the attached pages of this letter are to be obtained from the
vendor holding the contract. Individuals are responsible to the vendor for purchases made outside of contracts.
The contract period is indicated above.

Wes Baysinger, Chief Procurement Officer
Materials Management
BW/mm
Attach

Copy to:

Materials Management
Linda Christophel, MCSO

(Please remove Serial 99021-RFP from your contract notebooks)

CONTRACT PURSUANT TO RFP
SERIAL 09089-RFP
Eff. 06/15/10
st

This Contract is entered into this 31 day of March, 2010 by and between Maricopa County (“County”), a political
subdivision of the State of Arizona, and Value Added Communications (VAC), Inc., a Texas corporation
(“Contractor”) for the purchase of inmate telephone services.

1.0

2.0

3.0

CONTRACT TERM:
1.1

This Contract is for a term of Five (5) years, beginning on the 1st day of June, 2010 and ending the
31st day of May, 2015. Upon contract award VAC is authorized to begin implementation of the
new system identified herein with a ‘Go-Live’ date no later than May 31 August 15, 2010.

1.2

The County may, at its option and with the agreement of the Contractor, renew the term of this
Contract for additional terms up to a maximum of five (5) years, (or at the County’s sole
discretion, extend the contract on a month-to-month bases for a maximum of six (6) months after
expiration). The County shall notify the Contractor in writing of its intent to extend the Contract
term at least thirty (30) calendar days prior to the expiration of the original contract term, or any
additional term thereafter.

RATE/COMMISSION ADJUSTMENTS:
2.1

Any request for a rate adjustment must be submitted sixty (60) days prior to call rate adjustment.
Requests for adjustments in the call rates must be supported by appropriate documentation If
County agrees to the adjusted rate, the County shall issue written approval of the change.

2.2

Any request for commission adjustments must be submitted sixty (60) days prior to the current
Contract expiration date. Requests for adjustments in the commission fees must be supported by
appropriate documentation. If County agrees to the adjusted fees, the County shall issue written
approval of the change.

PAYMENTS:
3.1

As consideration for performance of the duties described herein, the Contractor shall pay the
county based on the revenue schedule stated in Exhibit “A.” Payment shall be effective upon a
successful ‘Go-Live’ date but not before June July 1, 2010.

3.2

Payment shall be made to the following address no later than the 30 (Thirty) days following the
calendar month for which commission are being paid.
Maricopa County Sheriff’s Office
Inmate Telephone System Section
Attn: ITS Manager
102 W. Madison St., Basement
Phoenix, Arizona 85003

SERIAL 09089-RFP

4.0

5.0

6.0

DUTIES:
4.1

The Contractor shall perform all duties stated in Exhibit “B and C”, or as otherwise directed in
writing by the Procurement Officer.

4.2

During the Contract term, County shall provide Contractor’s personnel with adequate workspace
for on-site technicians and such other related facilities as may be required by Contractor to carry
out its contractual obligations.

INDEMNIFICATION:
5.1

To the fullest extent permitted by law, Contractor shall defend, indemnify, and hold harmless
County, its agents, representatives, officers, directors, officials, and employees from and against
all claims, damages, losses and expenses, including, but not limited to, attorney fees, court costs,
expert witness fees, and the cost of appellate proceedings, relating to, arising out of, or alleged to
have resulted from the negligent acts, errors, omissions, mistakes or malfeasance relating to the
performance of this Contract. Contractor’s duty to defend, indemnify and hold harmless County,
its agents, representatives, officers, directors, officials, and employees shall arise in connection
with any claim, damage, loss or expense that is caused by any negligent acts, errors, omissions or
mistakes in the performance of this Contract by the Contractor, as well as any person or entity for
whose acts, errors, omissions, mistakes or malfeasance Contractor may be legally liable.

5.2

The amount and type of insurance coverage requirements set forth herein will in no way be
construed as limiting the scope of the indemnity in this paragraph.

5.3

The scope of this indemnification does not extend to the sole negligence of County.

INSURANCE REQUIREMENTS:
6.1

Contractor, at Contactor’s own expense, shall purchase and maintain the herein stipulated
minimum insurance from a company or companies duly licensed by the State of Arizona and
possessing a current A.M. Best, Inc. rating of B++6. In lieu of State of Arizona licensing, the
stipulated insurance may be purchased from a company or companies, which are authorized to do
business in the State of Arizona, provided that said insurance companies meet the approval of
County. The form of any insurance policies and forms must be acceptable to County.

6.2

All insurance required herein shall be maintained in full force and effect until all work or service
required to be performed under the terms of the Contract is satisfactorily completed and formally
accepted. Failure to do so may, at the sole discretion of County, constitute a material breach of
this Contract.

6.3

Contractor’s insurance shall be primary insurance as respects County, and any insurance or selfinsurance maintained by County shall not contribute to it.

6.4

Any failure to comply with the claim reporting provisions of the insurance policies or any breach
of an insurance policy warranty shall not affect the County’s right to coverage afforded under the
insurance policies.

6.5

The insurance policies may provide coverage that contains deductibles or self-insured retentions.
Such deductible and/or self-insured retentions shall not be applicable with respect to the coverage
provided to County under such policies. Contactor shall be solely responsible for the deductible
and/or self-insured retention and County, at its option, may require Contractor to secure payment
of such deductibles or self-insured retentions by a surety bond or an irrevocable and unconditional
letter of credit.

6.6

County reserves the right to request and to receive, within 10 working days, certified copies of any
or all of the herein required insurance certificates. County shall not be obligated to review policies
and/or endorsements or to advise Contractor of any deficiencies in such policies and

SERIAL 09089-RFP
endorsements, and such receipt shall not relieve Contractor from, or be deemed a waiver of
County’s right to insist on strict fulfillment of Contractor’s obligations under this Contract.
6.7

The insurance policies required by this Contract, except Workers’ Compensation, shall name
County, its agents, representatives, officers, directors, officials and employees as Additional
Insureds.

6.8

The policies required hereunder, except Workers’ Compensation, shall contain a waiver of transfer
of rights of recovery (subrogation) against County, its agents, representatives, officers, directors,
officials and employees for any claims arising out of Contractor’s work or service.

6.9

Commercial General Liability.
Commercial General Liability insurance and, if necessary, Commercial Umbrella insurance with a
limit of not less than $1,000,000 for each occurrence, $2,000,000 Products/Completed Operations
Aggregate, and $2,000,000 General Aggregate Limit. The policy shall include coverage for bodily
injury, broad form property damage, personal injury, products and completed operations and
blanket contractual coverage, and shall not contain any provision which would serve to limit third
party action over claims. There shall be no endorsement or modification of the CGL limiting the
scope of coverage for liability arising from explosion, collapse, or underground property damage.

6.10

Automobile Liability.
Commercial/Business Automobile Liability insurance and, if necessary, Commercial Umbrella
insurance with a combined single limit for bodily injury and property damage of not less than
$1,000,000 each occurrence with respect to any of the Contractor’s owned, hired, and non-owned
vehicles assigned to or used in performance of the Contractor’s work or services under this
Contract.

6.11

6.12

Workers’ Compensation.
6.11.1

Workers’ Compensation insurance to cover obligations imposed by federal and state
statutes having jurisdiction of Contractor’s employees engaged in the performance of the
work or services under this Contract; and Employer’s Liability insurance of not less than
$100,000 for each accident, $100,000 disease for each employee, and $500,000 disease
policy limit.

6.11.2

Contractor waives all rights against County and its agents, officers, directors and
employees for recovery of damages to the extent these damages are covered by the
Workers’ Compensation and Employer’s Liability or commercial umbrella liability
insurance obtained by Contractor pursuant to this Contract.

Certificates of Insurance.
6.12.1

Prior to commencing work or services under this Contract, Contractor shall have
insurance in effect as required by the Contract in the form provided by the County, issued
by Contractor’s insurer(s), as evidence that policies providing the required coverage,
conditions and limits required by this Contract are in full force and effect. Such
certificates shall be made available to the County upon 48 hours notice. BY SIGNING
THE AGREEMENT PAGE THE CONTRACTOR AGREES TO THIS
REQUIREMENT AND UNDERSTANDS THAT FAILURE TO MEET THIS
REQUIREMENT WILL RESULT IN CANCELLATION OF THIS CONTRACT.

6.12.2

In the event any insurance policy (ies) required by this Contract is (are) written on a
“claims made” basis, coverage shall extend for two (2) years past completion and
acceptance of Contractor’s work or services and as evidenced by annual Certificates of
Insurance.

SERIAL 09089-RFP
6.12.3

6.13

If a policy does expire during the life of the Contract, a renewal certificate must be sent to
County fifteen (15) days prior to the expiration date.

Cancellation and Expiration Notice.
Insurance required herein shall not be permitted to expire, be canceled, or materially changed
without thirty (30) days prior written notice to the County.

6.14

6.15

WARRANTY OF SERVICES:
6.14.1

The Contractor warrants that all services provided hereunder will conform to the
requirements of the Contract, including all descriptions, specifications and attachments
made a part of this Contract. County’s acceptance of services or goods provided by the
Contractor shall not relieve the Contractor from its obligations under this warranty.

6.14.2

In addition to its other remedies, County may, at the Contractor's expense, require prompt
correction of any services failing to meet the Contractor's warranty herein. Services
corrected by the Contractor shall be subject to all the provisions of this Contract in the
manner and to the same extent as services originally furnished hereunder.

NOTICES:
All notices given pursuant to the terms of this Contract shall be addressed to:
For County:
Maricopa County
Department of Materials Management
Attn: Director of Purchasing
320 West Lincoln Street
Phoenix, Arizona 85003-2494

For Contractor:
Value Added Communications, Inc.
Attn: President and COO
3801 E. Plano Parkway, Suite 100
Plano, Texas 75074
6.16

TERMINATION FOR CONVENIENCE:
The County reserves the right to terminate the Contract, in whole or in part at any time, when in
the best interests of the County without penalty or recourse. Upon receipt of the written notice,
the Contractor shall immediately stop all work, as directed in the notice, notify all subcontractors
of the effective date of the termination and minimize all further costs to the County. In the event
of termination under this paragraph, all documents, data and reports prepared by the Contractor
under the Contract shall become the property of and be delivered to the County upon demand.
The Contractor shall be entitled to receive just and equitable compensation for work in progress,
work completed and materials accepted before the effective date of the termination.

6.17

TERMINATION FOR DEFAULT:
6.17.1

In addition to the rights reserved in the Contract, the County may terminate the Contract
in whole or in part due to the failure of the Contractor to comply with any term or
condition of the Contract, to acquire and maintain all required insurance policies, bonds,
licenses and permits, or to make satisfactory progress in performing the Contract. The
Procurement Officer shall provide written notice of the termination and the reasons for it
to the Contractor.

SERIAL 09089-RFP

6.18

6.17.2

Upon termination under this paragraph, all goods, materials, documents, data and reports
prepared by the Contractor under the Contract shall become the property of and be
delivered to the County on demand.

6.17.3

The County may, upon termination of this Contract, procure, on terms and in the manner
that it deems appropriate, materials or services to replace those under this Contract. The
Contractor shall be liable to the County for any excess costs incurred by the County in
procuring materials or services in substitution for those due from the Contractor.

6.17.4

The Contractor shall continue to perform, in accordance with the requirements of the
Contract, up to the date of termination, as directed in the termination notice.

STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST:
Notice is given that pursuant to A.R.S. §38-511 the County may cancel this Contract without
penalty or further obligation within three years after execution of the contract, if any person
significantly involved in initiating, negotiating, securing, drafting or creating the contract on
behalf of the County is at any time while the Contract or any extension of the Contract is in effect,
an employee or agent of any other party to the Contract in any capacity or consultant to any other
party of the Contract with respect to the subject matter of the Contract. Additionally, pursuant to
A.R.S §38-511 the County may recoup any fee or commission paid or due to any person
significantly involved in initiating, negotiating, securing, drafting or creating the contract on
behalf of the County from any other party to the contract arising as the result of the Contract.

6.19

OFFSET FOR DAMAGES;
In addition to all other remedies at law or equity, the County may offset from any money due to
the Contractor any amounts Contractor owes to the County for damages resulting from breach or
deficiencies in performance under this contract.

6.20

ADDITIONS/DELETIONS OF SERVICE:
The County reserves the right to add and/or delete products and/or services provided under this
Contract. If a requirement is deleted, payment to the Contractor will be reduced proportionately to
the amount of service reduced in accordance with the proposal price. If additional services and/or
products are required from this Contract, prices for such additions will be negotiated between the
Contractor and the County.

6.21

RELATIONSHIPS:
In the performance of the services described herein, the Contractor shall act solely as an
independent contractor, and nothing herein or implied herein shall at any time be construed as to
create the relationship of employer and employee, partnership, principal and agent, or joint venture
between the District and the Contractor.

6.22

SUBCONTRACTING:
The Contractor may not assign this Contract or subcontract to another party for performance of the
terms and conditions hereof without the written consent of the County, which shall not be
unreasonably withheld. All correspondence authorizing subcontracting must reference the
Proposal Serial Number and identify the job project.

6.23

AMENDMENTS:
All amendments to this Contract shall be in writing and approved/signed by both parties. Maricopa
County Materials Management shall be responsible for approving all amendments for Maricopa
County.

SERIAL 09089-RFP
6.24

6.25

RETENTION OF RECORDS:
6.24.1

The Contractor agrees to retain all financial books, records, and other documents relevant
to this Contract for six (6) years after final payment or until after the resolution of any
audit questions which could be more than six (6) years, whichever is longer. The County,
Federal or State auditors and any other persons duly authorized by the Department shall
have full access to, and the right to examine, copy and make use of, any and all said
materials.

6.24.2

If the Contractor’s books, records and other documents relevant to this Contract are not
sufficient to support and document that requested services were provided, the Contractor
shall reimburse Maricopa County for the services not so adequately supported and
documented.

AUDIT DISALLOWANCES:
If at any time, County determines that a cost for which payment has been made is a disallowed
cost, such as overpayment, County shall notify the Contractor in writing of the disallowance.
County shall also state the means of correction, which may be but shall not be limited to
adjustment of any future claim submitted by the Contractor by the amount of the disallowance, or
to require repayment of the disallowed amount by the Contractor.

6.26

ALTERNATIVE DISPUTE RESOLUTION:
6.26.1

After the exhaustion of the administrative remedies provided in the Maricopa County
Procurement Code, any contract dispute in this matter is subject to compulsory
arbitration. Provided the parties participate in the arbitration in good faith, such
arbitration is not binding and the parties are entitled to pursue the matter in state or
federal court sitting in Maricopa County for a de novo determination on the law and facts.
If the parties cannot agree on an arbitrator, each party will designate an arbitrator and
those two arbitrators will agree on a third arbitrator. The three arbitrators will then serve
as a panel to consider the arbitration. The parties will be equally responsible for the
compensation for the arbitrator(s). The hearing, evidence, and procedure will be in
accordance with Rule 74 of the Arizona Rules of Civil Procedure. Within ten (10) days
of the completion of the hearing the arbitrator(s) shall:
6.26.1.1

Render a decision;

6.26.1.2

Notify the parties that the exhibits are available for retrieval; and

6.26.1.3

Notify the parties of the decision in writing (a letter to the parties or their
counsel shall suffice).

6.26.2

Within ten (10) days of the notice of decision, either party may submit to the arbitrator(s)
a proposed form of award or other final disposition, including any form of award for
attorneys’ fees and costs. Within five (5) days of receipt of the foregoing, the opposing
party may file objections. Within ten (10) days of receipt of any objections, the
arbitrator(s) shall pass upon the objections and prepare a signed award or other final
disposition and mail copies to all parties or their counsel.

6.26.3

Any party which has appeared and participated in good faith in the arbitration
proceedings may appeal from the award or other final disposition by filing an action in
the state or federal court sitting in Maricopa County within twenty (20) days after date of
the award or other final disposition. Unless such action is dismissed for failure to
prosecute, such action will make the award or other final disposition of the arbitrator(s) a
nullity.

SERIAL 09089-RFP
6.27

SEVERABILITY:
The invalidity, in whole or in part, of any provision of this Contract shall not void or affect the
validity of any other provision of this Contract.

6.28

RIGHTS IN DATA:
The County shall own have the use of all data and reports resulting from this Contract without
additional cost or other restriction except as provided by law. Each party shall supply to the other
party, upon request, any available information that is relevant to this Contract and to the
performance hereunder.

6.29

INTEGRATION:
This Contract represents the entire and integrated agreement between the parties and supersedes
all prior negotiations, proposals, communications, understandings, representations, or agreements,
whether oral or written, express or implied.

6.30

6.31

6.32

VERIFICATION REGARDING COMPLIANCE WITH ARIZONA REVISED STATUTES §414401 AND FEDERAL IMMIGRATION LAWS AND REGULATIONS:
6.30.1

By entering into the Contract, the Contractor warrants compliance with the Immigration
and Nationality Act (INA using e-verify) and all other federal immigration laws and
regulations related to the immigration status of its employees. The contractor shall obtain
statements from its subcontractors certifying compliance and shall furnish the statements to
the Procurement Officer upon request. These warranties shall remain in effect through the
term of the Contract. The Contractor and its subcontractors shall also maintain
Employment Eligibility Verification forms (I-9) as required by the Immigration Reform and
Control Act of 1986, as amended from time to time, for all employees performing work
under the Contract and verify employee compliance using the E-verify system. I-9 forms
are available for download at USCIS.GOV.

6.30.2

The County may request verification of compliance for any contractor or subcontractor
performing work under the Contract. Should the County suspect or find that the Contractor
or any of its subcontractors are not in compliance, the County may pursue any and all
remedies allowed by law, including, but not limited to: suspension of work, termination of
the Contract for default, and suspension and/or department of the Contractor. All costs
necessary to verify compliance are the responsibility of the Contractor.

VERIFICATION REGARDING COMPLIANCE WITH ARIZONA REVISED STATUTES
§§35-391.06 AND 35-393.06 BUSINESS RELATIONS WITH SUDAN AND IRAN:
6.31.1

By entering into the Contract, the Contractor certifies it does not have scrutinized business
operations in Sudan or Iran. The contractor shall obtain statements from its subcontractors
certifying compliance and shall furnish the statements to the Procurement Officer upon
request. These warranties shall remain in effect through the term of the Contract.

6.31.2

The County may request verification of compliance for any contractor or subcontractor
performing work under the Contract. Should the County suspect or find that the Contractor
or any of its subcontractors are not in compliance, the County may pursue any and all
remedies allowed by law, including, but not limited to: suspension of work, termination of
the Contract for default, and suspension and/or department of the Contractor. All costs
necessary to verify compliance are the responsibility of the Contractor.

CONTRACTOR LICENSE REQUIREMENT:
6.32.1

The Respondent shall procure all permits, insurance, licenses and pay the charges
and fees necessary and incidental to the lawful conduct of his/her business, and as
necessary complete any required certification requirements, required by any and all

SERIAL 09089-RFP
governmental or non-governmental entities as mandated to maintain compliance
with and in good standing for all permits and/or licenses. The Respondent shall
keep fully informed of existing and future trade or industry requirements, Federal,
State and Local laws, ordinances, and regulations which in any manner affect the
fulfillment of a Contract and shall comply with the same. Contractor shall
immediately notify both Materials Management and the using agency of any and all
changes concerning permits, insurance or licenses.
6.32.2

6.33

CERTIFICATION REGARDING DEBARMENT AND SUSPENSION
6.33.1

6.34

Contractor furnishing finished products, materials or articles of merchandise that will require
installation or attachment as part of the Contract, shall possess any licenses required. A
Respondent is not relieved of its obligation to posses the required licenses by
subcontracting of the labor portion of the Contract. Respondents are advised to contact
the Arizona Registrar of Contractors, Chief of Licensing, at (602) 542-1525 to ascertain
licensing requirements for a particular contract. Respondents shall identify which
license(s), if any, the Registrar of Contractors requires for performance of the Contract.

The undersigned (authorized official signing for the Contractor) certifies to the best of his
or her knowledge and belief, that the Contractor, defined as the primary participant in
accordance with 45 CFR Part 76, and its principals:
6.33.1.1

are not presently debarred, suspended, proposed for debarment, declared
ineligible, or voluntarily excluded from covered transactions by any Federal
Department or agency;

6.33.1.2

have not within 3-year period preceding this Contract been convicted of or
had a civil judgment rendered against them for commission of fraud or a
criminal offense in connection with obtaining, attempting to obtain, or
performing a public (Federal, State or local) transaction or contract under a
public transaction; violation of Federal or State antitrust statues or
commission of embezzlement, theft, forgery, bribery, falsification or
destruction of records, making false statements, or receiving stolen property;

6.33.1.3

are not presently indicted or otherwise criminally or civilly charged by a
government entity (Federal, State or local) with commission of any of the
offenses enumerated in paragraph (2) of this certification; and

6.33.1.4

have not within a 3-year period preceding this Contract had one or more
public transaction (Federal, State or local) terminated for cause of default.

6.33.2

Should the Contractor not be able to provide this certification, an explanation as to why
should be attached to the Contact.

6.33.3

The Contractor agrees to include, without modification, this clause in all lower tier
covered transactions (i.e. transactions with subcontractors) and in all solicitations for
lower tier covered transactions related to this Contract.

GOVERNING LAW:
This Contract shall be governed by the laws of the state of Arizona. Venue for any actions or
lawsuits involving this Contract will be in Maricopa County Superior Court or in the United States
District Court for the District of Arizona, sitting in Phoenix, Arizona

6.35

ORDER OF PRECEDENCE:
In the event of a conflict in the provisions of this Contract and Contractor’s license agreement, if
applicable, the terms of this Contract shall prevail.

SERIAL 09089-RFP
6.36

INCORPORATION OF DOCUMENTS:
The following are to be attached to and made part of this Contract:
6.36.1

Exhibit A, Pricing;

6.36.2

Exhibit B, Scope of Work; and

6.36.3

Exhibit C, Sample Project Plan Timeline

SERIAL 09089-RFP

EXHIBIT A
PRICING
SERIAL 09089-RFP
NIGP CODE: 91579
RESPONDENT'S NAME:
COUNTY VENDOR NUMBER :
ADDRESS:
P.O. ADDRESS:
TELEPHONE NUMBER:
FACSIMILE NUMBER:
WEB SITE:
CONTACT (REPRESENTATIVE):
REPRESENTATIVE'S E-MAIL
ADDRESS:

Value Added Communications Inc.
W000002881
3801 East Plano Parkway, Suite 100
Plano, Texas 75074
N/A
972-535-3363
972-535-3324
www.vaci.com
Mark Turner - President/COO
mark.turner@vaci.com
 

 

YES

NO

WILL ALLOW OTHER GOVERNMENTAL ENTITIES TO PURCHASE FROM THIS
CONTRACT

[X]

[ ]

WILL ACCEPT PROCUREMENT CARD FOR PAYMENT:

[X]

[ ]

WILL OFFER REBATE (CASH OR CREDIT) FOR UTILIZING PROCUREMENT CARD:

[ ]

[X]

(Payment shall be made within 48 hours of utilizing the Purchasing Card)

RESPONDENT IS REQUIRED TO PICK ONE OF THE FOLLOWING PAYMENT TERMS.
FAILURE TO INDICATE PAYMENT TERMS WILL RESULT IN A DEFAULT TO NET 30 DAYS.
RESPONDENT MUST INITIAL THEIR SELECTION BELOW.
[X] NET 30 DAYS
1.0 Revenue and Commission Percentages:
In addition to the below commission percentage to be paid on Gross Revenues, VAC offers a
one-time signing bonus of $500,000.00 to be paid to the County upon contract award and approval
effective July 1, 2010.
Annual Revenue
$ 0 - $500,000
$500,001 - $1,000,000
$1,000,001 - $1,500,000
$1,500,001 - $2,000,000
$2,000,001 - $2,500,000
$2,500,001 - $3,000,000
$3,000,001 - $3,500,000
$3,500,001 - $4,000,000
$4,000,001 - $4,500,000
$4,500,001 - $5,000,000
$5,000,001- $5,500,000
$5,500,001 - $6,000,000
$6,000,001 - $6,500,000
$6,500,001 - $7,000,000

Commission Percentage
Local
Long Distance
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%
65%

REBATE

%

SERIAL 09089-RFP

EXHIBIT A-cont’d
VAC has provided within the pages to follow a detailed Pricing Structure Proposal to include Proposed Commission
Percentage and Signing Bonus, Proposed Calling Rates and Other Fees as required.
Following the Pricing Structure Proposal, VAC has provided a completed Attachment A document as required.
Proposed Commission Percentage and Signing Bonus:
VAC offers the County a commission percentage of 65% to be paid on gross revenues as defined below. The
commission percentage will be fixed for the term of the agreement.
In addition to the proposed 65% commission rate, VAC will pay the County a one-time Signing Bonus of
$500,000.00 to be paid upon contract award and approval. This Signing Bonus is in addition to commissions and
will provide the County with an effective first year commission percentage of approximately 71%. All subsequent
years will be paid at the 65% commission rate.
VAC will calculate the offered commission precentage against Total Gross Revenue with no deductions for
fraudulent, bad debt, un-billable or uncollectible calls. VAC further defines Gross Revenue as the revenue
generated from all inmate telephones installed by VAC within MCSO’s facilities through all calling types traditional
collect, prepaid collect, and inmate paid debit at the contracted per call surcharge and per minute rates.
There will be no deduction for access line charges, equipment and personnel expense. Gross Revenue is less any
“other fees” as detailed within this document, taxes or tax like surcharges as mandated by any government entity and
added to the cost of the call.
To calculate the MCSO’s monthly commission revenue, VAC will simply take the Total Gross Revenue as defined
above and multiply this total by the proposed commission percentage of 65%.
Proposed Rates:
VAC has provided below its proposed per call surcharges and rates per minute (Rates) for all calling types. With the
exception of taxes and tax like surcharges as mandated by any Governmental taxing authority and added to the listed
rates, VAC does not add any additional charges or administrative fees to the per call rates listed.
The listed Rates are as charged under the County’s existing Inmate Telephone Service contract and will apply to all
call types, Traditional Collect, Prepaid Collect and Debit/Debit Card.

Call Type
Local
IntraLata
InterLata
*InterState

Eff. 07/20/11
Per Call Surcharge
$2.65 2.30
$1.95
$3.40
$4.55

Rate Per Minute
$0.00
$0.25
$0.30
$0.89

*InterState rates will apply to Canadian and Caribbean calls.
For international calling, other than Canada and the Caribbean, VAC will continue to provide calling cards to be
sold in increments of $20.00 allowing for 5 minutes of use. County will be commissioned on the total card value at
the proposed commission percentage.
VAC will continue to allow Traditional Collect calling to Mexico. Under this program, calls will be routed as they
are today through NCIC at rates as established by Tel-Mex. The County will be commissioned monthly at the
proposed commission rate multiplied against the $1.60 per completed call as paid to VAC by NCIC.
In the event that the County chooses to implement an Inmate Paid Debit Calling program, calls to Mexico will be
billed at the InterState rates as listed above and revenues will be commissioned at the proposed commission
percentage.
Other Fees:
VAC has provided below its non-commission fees as may be charged to users of the system.

SERIAL 09089-RFP
As stated in response in the above Proposed Rates section, VAC does not add additional fees or charges to the cost
of individual calls. The calls are rated by simply multiplying the duration of the call by the per call surcharge and
rate per minute.
VAC does however charge the following fees associated with LEC billing accounts, credit card payments and zero
usage accounts. These are the only additional fees that a user of the system would incur. VAC does not charge
account set-up, account closure or refunds fees.
Credit Card Convenience Fee:
VAC will offer users of the system (friends and family) as an alternative to traditional collect billing or as a means
to receive calls on non-billable telephone numbers or cell phones, the ability to establish a Prepaid Account to
receive calls from inmates.
Users that utilize a credit card to deposit funds to their prepaid account, will be charged a per credit card use
convenience fee of $7.95. VAC is one of the few vendors that manages its own credit card payment center. VAC
does not utilize third party credit card payment centers such as Western Union that charge credit card use fees in
excess of $11.00. Additionally, because VAC does not utilize third party credit card processing centers, VAC can
commit to keeping the Credit Card convenience fee fixed for the term of the agreement.
It is important to note that account holders can, as an alternative to credit card deposits, make prepaid deposits via
money order or cashier’s check at no charge.
VAC can offer, upon approval by the County, Friends and Family members the ability to deposit funds directly to an
inmate’s debit calling account. This service named V-Direct, is provided via a VAC maintained Web site and
requires the use of credit card to deposit the funds. Friends and family members that utilize this service will be
charged a $7.95 per use credit card convenience fee. As stated above, VAC owns and operates all credit card
transaction processes and does not utilize a third party. The convenience fee will be fixed for the term of the
agreement.
LEC invoice Fee:
For users of the system (friends and family) that have a billable telephone number and choose to receive inmate calls
on their Local Exchange Carrier (LEC) invoice (Traditional Collect), VAC’s billing agent MCH will charge, where
allowed by the State Public Utility Commission, a per invoice LEC Invoice Fee. This fee is charged by VAC’s
billing agent to recover the fees charged by the LEC for billing of the call on the user’s LEC invoice. The fee is
only charged where allowed by any State Public Utility Commission and is generally a per invoice fee of $2.50.
There are no other fees charged on the user’s LEC invoice.
Zero Usage Fee:
Although account holders have the ability to request, at no charge, a refund of any and all unused prepaid funds, in
order to manage abandoned prepaid funds, VAC will charge a Zero Usage Fee of $4.95 per month. The Zero usage
fee becomes applicable upon 180 days of account inactivity and is charged until the account reaches a zero balance.
Again, VAC will make refunds and close the prepaid at any time at no cost to the account holder. The account
holder simply calls into VAC operator center in Plano Texas and requests the refund.

SERIAL 09089-RFP

EXHIBIT B
1.0

INTENT:
Maricopa County (hereafter referred to as County) requests your organization to submit a written proposal
to enter into a revenue contract for providing a coinless collect/debit open architecture telephone system for
the Maricopa County Sheriff’s Office (hereafter referred to as MCSO). Proposals are solicited to establish
a contract for the furnishing, installation, and maintenance of charge-call (coinless) pay telephones to
provide local, long distance, and international calling in the Maricopa County Jail facilities and provide the
necessary equipment, software and personnel expertise to implement, maintain, reproduce and monitor
audio recordings of all non-legal calls in this contract.

2.0

SCOPE OF WORK:
Maricopa County is seeking a single prime contractor with end-to-end responsibility for a turnkey inmate
telephone system and services. Subcontractor relationships shall be permitted, however, the prime
contractor shall be responsible for the entire operation of the inmate telephone system. The proposer shall
verify the completeness of all service components and ensure that any and all equipment, materials and
services required for installation, operation, or maintenance will be provided by proposer without claim for
payment or reduction in commission level. Maricopa County shall bear no responsibility for any costs
associated with the equipment and services solicited in the document. The selected Contractor should have
the ability to implement a turnkey solution that includes collect, prepaid collect, and debit calling options.
This includes all the necessary labor, circuits interconnecting with the local exchange carrier and/or interexchange carrier. The Inmate Telephone System must include a flexible call accounting system, blocked
number capabilities, differentiation between legal and personal calls with various pre-recorded brandings
for the specific type of call being placed, digital recording of personal calls made and a time synched
network for all associated equipment in the system. The system must be of an open architecture to allow
ease of integration with existing or future systems that operate on either PC based networks or mainframes.
It must meet ADA requirements, provide access to both Spanish and English, and have extensive call
blocking capabilities at various levels and various times as deemed necessary by MCSO. The system shall
be capable of downloading data to MCSO applications for investigative and statistical purposes and
capable of receiving downloaded data from the Sheriff’s Office Jail Management System or other MCSO
systems. No second dial tone or third party/conference calling is permitted, unless specified by MCSO.
Response:

VAC proposes to extend our turn-key inmate telephone service to MCSO with
our latest Focus call processing and recording platform and the latest features
requested in this RFP. The Focus system is based on open telecom grade
hardware and software. VAC will integrate the new system into the existing ITS
network including the ability to control the system from networked
administration workstations and network-wide synchronization from a central
time server.
The Focus system, backed by VAC’s back office maintenance, and local
support capabilities, will provide all of the inmate telephone services requested
in the RFP.
The VAC Focus system switches inmate telephones to LEC and IXC circuits
obtained and coordinated by VAC. VAC provides all installation services and
management of subcontractors at no cost to MCSO. VAC will provide complete
inspection and verification services, and will fully support any independent
inspection activities and requirements of MCSO.
The VAC Focus system provides traditional (billed) collect and prepaid collect calling. VAC can also
deploy inmate debit calling (which becomes feasible with the introduction of voice biometric PIN
verification as per section 2.9.5), if desired by MCSO.

SERIAL 09089-RFP
VAC will continue the use of the unique MCSO-customized Special Numbers Table to provide reliable
segmentation of legal calls from monitoring, recording, and if desired charging. VAC has the interfaces
and procedures in place that have served MCSO well over the course of the past contract. VAC will also
continue the proven JMS interface on the VAC platform developed specifically for MCSO.
Major features of the VAC Focus system include:
 Full control of Class of Service settings from administrative workstations
 Flexible branding and in-call announcements
 Login security with fully flexible account privilege settings
 Full English and Spanish prompts
 Flexible blocking (system, facility, phone, and inmate)
 On-line data availability for investigation
 ADA compliance features
 Security and fraud prevention including second dial tone and 3-way / conference calling
The full functionality of the VAC inmate telephone solution and our ability to meet the needs of the MCSO
are detained through the remainder of this section of the proposal response.
2.1

TELEPHONE EQUIPMENT REQUIREMENTS:
There are currently a total of 980 inmate telephones throughout the entire jail system. The
Contractor shall install additional inmate telephone system sets, or remove unnecessary inmate
telephone system sets, as may be requested by MCSO from time-to time at no additional charge to
MCSO.

Response:
VAC has read, understands and is compliant. VAC proposes to replace the existing inmate
telephones at all MCSO facilities with new telephones, as described in responses 2.1.2 and 2.1.3. VAC
will also add additional sets or remove unnecessary sets as requested by MCSO at no charge.
Should the need arise for a portable solution for a specific inmate, how will your company achieve
providing service to this inmate? (Section 2.1)
Response:
VAC has available three separate methods to provide portable service;

1. A security phone (reinforced steel casing, metal handset cord, etc.) attached to a roll-around cart
with a long mounting cord to allow the wire to extend to the nearest inmate telephone jack (up to
100’).
2. A hand held non-security cordless phone that can be delivered to inmates for use in areas where
the hardened security phone protections are deemed unnecessary by MCSO (as an example,
some situations in the Hospital ward), and where the cordless base can be plugged in close
enough to the inmate to allow sufficient signal strength to the handset.
3. A hand held non-security phone with a long mounting cord to allow the wire to extend to the
nearest jack (up to 100’) for use in areas where a cordless phone will not function due to signal
blocking in the facility and where a roll-around cart security phone is deemed unnecessary by
MCSO.
In all of these scenarios the inmate calls must pass the same system security screening processes as
calls made in the general population on standard security phones. VAC will work with MCSO to
determine what combination of these methods is appropriate for each MCSO facility and will provide and
maintain the selected service in each facility.

SERIAL 09089-RFP

2.1.1

EQUIPMENT SPECIFICATIONS:
Telephone machines furnished under this contract shall meet or exceed the current
National Corrections Standard to include a touchtone key pad. The telephones must be
new or in like-new condition and appearance, in good working condition, and fully
operable when installed and during the contract period. The equipment must be
approved by MCSO before installation.

Response:

VAC has read, understands and is compliant. All telephones will possess a touchtone keypad,
and meet or exceed National Corrections standards. The phones will be subject to approval by MCSO
immediately upon contract award. Phones will be substituted for the existing VAC-supplied phones and
phased into operation on the VAC platform. The phones proposed are detailed in responses 2.1.2
and 2.1.3.
2.1.2

INTAKE AREAS:
The telephones installed in the isolation cells of Intake shall be durable, wall mounted
coinless speaker phones that do not contain a handset. There are currently a total of 28
isolation cells.

Response:

VAC has read, understands and is compliant. VAC will install inmate telephone instruments in
the Intake isolation cells and any other location as directed by MCSO. VAC uses equipment from industry
leading vendors such as Wintel. The specific station to be installed is selected specifically for suitability
for each application. All telephone stations are hearing aid compatible and FCC registered. The stations
are secured with a 14 gauge retainer bracket for maximum vandal resistance. Per the request of MCSO,
this telephone station is “hands free” and has no cord or removable handset. The station is non-coin and
has no removable parts. A feature summary of a “cordless” telephone set that we have deployed from
Wintel is illustrated with a feature summary below.

Representative Wintel Cordless Inmate Telephone Instruments
 Design provides similar privacy to that of a corded handset
 Proven reliability, durability, and flexibility.
 DuraClear® Technology
 All-in-one electronic dial features modular incoming line and handset
connections for quick maintenance. Carbon (HS) and DuraClear®
(DURA)

 Built-in user controlled volume ‘LOUD’ button for ADA mandated
volume control (user-controlled volume amplification AND volume
must reset to normal with on-hook to meet ADA requirements).
Hearing aid compatible.

 Cold rolled steel provides rugged vandal resistant telephone housing
designed and built for inmate use

 Confidencer technology, built into every dial, filters out background
noise at the user’s location, allowing better sound to the called party

 Heavy chrome metal keypad bezel, buttons, and hookswitch lever
withstand abuse and vandalism; are water, flame, and shock
resistant.

SERIAL 09089-RFP

 Equipped with a compact tamper resistant window card holder.
 Features including size and mounting hardware meet telephone
industry standards.

 Pin-in-head security screws minimize tampering
 FCC registered
2.1.3

ALL OTHER AREAS:
Heavy duty Coinless Wall Mount Pay Phones, to include a stainless steel 9” lanyard
cord.

Response:

VAC has read, understands and is compliant. VAC will install inmate telephone instruments in all
MCSO facilities. VAC uses equipment from industry leading vendors such as Wintel. The specific
instrument to be installed is selected specifically for suitability for each application. All telephone stations
are hearing aid compatible and FCC registered. All are equipped with an armored steel lanyard handset
cord with at least 1,000 pound pull strength and secured with a 14 gauge retainer bracket for maximum
vandal resistance. The handset has a sealed transmitter and receiver caps, suitable to withstand heavy
use and abuse. The station is non-coin and has no removable parts. A feature summary of telephone
sets that we have deployed from Wintel is illustrated with a feature summary below.

Representative Wintel Inmate Telephone Instruments
 Proven reliability, durability, and flexibility.
 DuraClear® Technology
 All-in-one electronic dial features modular incoming line and handset
connections for quick maintenance. Carbon (HS) and DuraClear®
(DURA)

 Built-in user controlled volume ‘LOUD’ button for ADA mandated
volume control (user-controlled volume amplification AND volume
must reset to normal with on-hook to meet ADA requirements).
Hearing aid compatible.

 Cold rolled steel provides rugged vandal resistant telephone housing
designed and built for inmate use

 Confidencer technology, built into every dial, filters out background
noise at the user’s location, allowing better sound to the called party

 Heavy chrome metal keypad bezel, buttons, and hookswitch lever
withstand abuse and vandalism; are water, flame, and shock
resistant.

 Equipped with a compact tamper resistant window card holder.
 Features including size and mounting hardware meet telephone
industry standards.

 Equipped with armored handset cord is equipped with a steel lanyard
(minimum 1000 lb pull strength) and secured with a 14 gauge
retainer bracket for maximum vandal resistance.

 Handset has sealed transmitter and receiver caps, suitable
for heavy use and abuse location

SERIAL 09089-RFP

 Pin-in-head security screws minimize tampering
 FCC registered
2.1.4

Portable TDD Machines – a total of 25 portable TDD machines shall be provided and
replaced or repaired as required, for each facility: 4th Ave Jail 8, Central Intake 1,
Lower Buckeye 10, Estrella Jail 2, Towers Jail 2, and Durango Jail 2.

Response:

VAC has read, understands and is compliant. VAC will in provide
TDD units as required in locations determined by the MCSO. The TDD
units will be Ultratec’s Supercomm 4400 or similar. The unit is portable and
is coupled with any inmate telephone to provide calling access for hearing
impaired inmates. The TDD unit will interact with the Focus system the
same as any inmate telephone, including all call controls and restrictions.
This TDD unit is compatible with the inmate telephone stations.
Since a TDD call is treated as any other voice call by Focus system, the Focus system will record the
baudot tones exchanged between the TDD device and the called Relay service TDD device. Such calls
will have a call record and call recording which is processed the same as any other inmate call. The VAC
system has the capability to transcribe the baudot tones from audio playback to a text transcription.
TDD Kiosk (Hearing Impaired) –
include this feature in the contract
recommended solution for MCSO.
your recommended Jail locations
Durango Jail)?

The Sheriff’s Office is interested in this functionality and would like to
at no charge, as explained in the presentation. Please describe your
How many of the units would be provided and maintained? What are
(Central Intake, 4th Ave Jail, Lower Buckeye Jail, Towers, Estrella,

Response:
VAC would be pleased to include this feature to MCSO at no charge. VAC will provide one kiosk at each
Jail location; VAC will work closely with MCSO to select the optimal location in each facility to best serve
hearing impaired inmates.
Describe in detail the CDR and audio recording of TTY calls made through your system. Include the data
that is retained in the system and address the chain of evidence concerns regarding this data capture and
retention. (Section 2.1.4)
Response:
The system uses an Ultratec TTY device plugged into designated station ports on the Focus system that
prompt the inmate using Baudot tones for his PIN number and the called number. If the call passes
normal system controls (operating hours, valid PIN, blocked number table, etc) then the call is forwarded
to the relay center and the operator is displayed a message telling her the call is from an inmate and to
only forward the call to the number displayed to her.
The TTY call is treated by the Focus system as any other call regarding CDR and audio recording. There
will be a CDR describing all of the call statistics such as time/date, calling device ID and called number.
The call is recorded (baudot tone recording) and can be played back on any ITS workstation; a program
provided by VAC will display the recording in text that can be printed. The call can be burned to CD
and/or the text from the call can be saved or printed.
Is it possible to use the TDD units from the Focus System and contact the Arizona Relay Service at 1800-367-8939, for TTY users? If so, how is this accomplished? (Section 2.1.4)

SERIAL 09089-RFP
Response:
The Focus system is configured to allow calls to the Arizona Relay Service (ARS) 800 number without
blocking (upon request of MCSO). As stated above, the ARS operator will answer the call and
communicate with the inmate to determine the relay destination number
2.1.5

Volume Control – All telephones must be equipped with volume controls.

Response:

VAC has read, understands and is compliant. All (100%) of the phones supplied by VAC will
include the “LOUD” amplification button, which is re-set to normal upon phone hang-up.
2.1.6
Wheelchair Accessible Height – One wheelchair accessible height pay phone must be
installed in each housing unit available to inmates with mobility impairments.
Response:

VAC has read, understands and is compliant. All VAC phones meet ADA requirements as
directed by MCSO.
2.1.7

Cut Off Keys – The system requires cut off capability (all telephone calls) for each
telephone. Please describe your system.

Response:

VAC has read, understands and is compliant. VAC provides cut-off capability with both software
control and physical switches. VAC proposes to deploy the cut-off capability as described in responses
2.1.7.1 and 2.1.7.2.
2.1.7.1 Lower Buckeye Jail, 4th Ave. Jail, and Central Intake require Cut Off Key
Workstations in each of the Security Control Rooms. Please describe your
system.
Response:

VAC has read, understands and is compliant. VAC’s Focus system provides a softwarecontrolled method to perform the shutdown and activation of telephones. System administrators can shut
down all inmate telephone service in the system or selectively disconnect an individual telephone, group
of telephones, or all phones in a facility.
The ITS user interface that enables shutdown and activation of phones is illustrated below.

SERIAL 09089-RFP

Living Unit
Individual Phones

System / Facility

Telephone Station Shutdown & Activation

Shutdown (Deactivate) Individual Phones:
 Click the ‘ON’ indicator for the specific Station ID in the Status column; the indicator will change
to ‘OFF’
Shutdown (Deactivate) All Phones in a Living Unit:
 Highlight the Living Unit with the mouse
 Select the ‘Disable’ button
Shutdown (Deactivate) All Phones in the Entire Facility:
 Select the ‘Disable’ button within the Facility – [Name] area

Restoration of the shut down telephones is performed by simply reversing the shutdown procedure. As
with the shutdown process, the system immediately responds to the reactivation request and phones are
activated.
VAC will provide this capability at each of these locations. VAC will provide an administration workstation
in the designated location of each of the three facilities to control the cut-off capability.
2.1.7.2 All other jails are cabled for cut off keys in each housing control location.
Please describe your system.
Response:

VAC has read, understands and is compliant. VAC will continue to provide physical cut-off keys
in the housing control location of the other jails. Cut-off keys for individual phones and living units have
already been provided by VAC, with clear labeling of the affected telephone or living unit. All installation
of additional switches (if required) and maintenance of switches is provided at no cost to MCSO.
Please clarify what grade of service your system will provide. Will you use trunking or one-to-one line
ratios? (Section 2.2)

SERIAL 09089-RFP
Response:
VAC provides Telco P01 non-blocking grade of service at all sites. The trunking requirements at each
facility are determined by traffic engineering studies and implementation rules that accommodate inmate
collect calling services.
VAC has utilized this method to determine trunking requirements in the current MCSO system over the
past 5+ years with great success. The flexibility of the VAC Focus system allows additional trunks to be
added to individual facilities quickly should inmate population or other factors lead to significant increases
in call volume.
2.2

TELEPHONE CALL PROCESSING REQUIREMENTS:
2.2.1

Types of Calls (Exhibit 8) – All telephone calls made by inmates are completed on the
Inmate Telephone System. The only exception is telephone calls where the use of a
portable TDD machine is required.

Response:

VAC has read, understands and is compliant. The only access for inmate telephones to the
outside network is via the VAC ITS, including TDD calls (refer to response 2.1.4).
2.2.1.1 Inmate Personal calls – All personal calls are collect, recorded and monitored
Response:
VAC has read, understands and is compliant. All personal calls are collect, recorded, and monitored
unless directed otherwise by the Special Numbers Table. Note that although the system will be
configured for collect calls only, VAC’s platform does support inmate paid debit as well.
2.2.1.2 Legal Calls (# In Special Number Table) – Legal calls are considered right to
counsel confidential. These calls are not recorded or monitored and may or
may not be collect.
Response:

VAC has read, understands and is compliant. VAC has implemented platform customization
that combined with unique procedures designed in coordination with MCSO provides upmost
security to ensure the confidentiality of Legal calls.
 The Special Number Table allows for importation of Legal number directories (e.g. Arizona
bar association, Yellow Pages, Yellow Book) as well as manual updates. The VAC platform
will not record a call to number listed as a Legal number in the Special Number Table.
 Manual checks that are run by VAC site technicians every day to ensure the success of
daily updates directed by MCSO and consistency of the Special Number Table across all
systems in the MCSO system.
 An automated process associated with the updates that ensures that the number of entries
in the Special Number Table does not decrease after an update. If this is detected an alarm
is raised to VAC TAC and the VAC site technicians at MCSO jails.
 A customized process to resolve any attorney calls that are recorded in error:
o The VAC platform provides a quick and exhaustive search capability for any calls to a
number identified as a Legal number.
o VAC alerts MCSO immediately upon detection of any recorded Legal call.
o The VAC platform provides a “Protect” feature that allows authorized MCSO operators to
flag recordings of Legal calls such that they cannot be listened to on the VAC system.

SERIAL 09089-RFP

 The initial branding message to the called party for a call that is to be recorded includes a
notification specifically to Attorneys to not accept the call and provides a MCSO number
to call for resolution.
o This provides notification that can prevent an accidental recording of a Legal call.
o This provides attorneys direction on how to recover from being unable to accept the
Legal call.
All legal call numbers will be loaded into the Special Number Table and flagged as non-recorded. The
system will not record (or allow monitoring) of calls flagged as non-recorded. Calls may be marked as
collect or “non-charged.” The latter will be free.
Note that the introductory announcement provided to the called party is customized to the calling
situation. For example, a legal call will not include the statement “this call will be monitored and recorded”
and a free call will not provide an option to obtain a rate quote.
2.2.1.3 Free County Agency Calls (# In Special Number Table) – These calls are not
considered right to counsel confidential. The calls are recorded and monitored
and are free.
Response:

VAC has read, understands and is compliant. All free County Agency numbers will be loaded
into the Special Number Table and flagged as free; they will not be flagged as non-recorded. The call will
be eligible to be monitored and will be recorded.
Note that the introductory announcement provided to the called party is customized such that the call will
not provide an option to obtain a rate quote.
2.2.1.4 Authorized Witness Calls – These calls are not recorded and may or may not be
collect.
Response:

VAC has read, understands and is compliant. All authorized witness calls (as assigned by
MCSO) will be flagged to be non-recorded in the Special Number Tables and/or the Pro-Per inmate
calling lists. The number can also be flagged as free in either table.
2.2.2

Call Processing Specifications- The system shall require positive acceptance by the
recipient dialing a one digit acceptance code (“1” is recommended). The system shall
recognize both DTMF and pulse-dial

Response:

VAC has read, understands and is compliant. The Focus system requires Positive Call
Acceptance. When the called party answers, the called party will hear an announcement indicating the
call is a call from an inmate in a specific MCSO facility, identified by recorded name. This announcement
is heard by both parties in the call. The Focus system will not open the talk path or begin charging for
the call until the digit indicating positive acceptance is dialed by the called party. Note that this digit is
currently defined as ‘5’ but VAC will change this to ‘1’ as requested by MCSO. The Focus system will
accept called party digit input from both DTMF keypads and rotary dial (pulse).
The Focus system recognizes standard network indicators of call progress including ringing, answer,
busy signals, and SIT tones. Answering machines, no voice from the called party, and operator intercepts
will not result in call charging because the acceptance digit is not pressed.
2.2.2.1

At no time will the inmate be able to talk to the recipient of personal calls
prior to acceptance of the call.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. The Focus system will not open the talk path or
begin charging for the call until the digit indicating positive acceptance is dialed by the called party.
2.2.2.2

Authorized exceptions shall be pre-approved by MCSO for free legal numbers
that utilize an automated attendant and allow the inmate to select the attorney
extension by pressing a digit. An example includes the Maricopa County
Public Defender’s Office. These exceptions will only allow an extra 5 digits
to be dialed by the inmate. Please describe your system.

Response:

VAC has read, understands and is compliant. VAC supports this functionality with parameterized
control of the number of extra dialed digits that will trigger the Extra Dialed Digits (EDD) fraud alert. VAC
will configure the new Focus systems to continue the current setting of 6 digits to trigger EDD, thus
allowing for inmates to enter up to 5 digits in response to such automated attendant phone trees.
2.2.3

Inmate Bilingual Voice Prompts – The system shall provide the inmate with the option of
either selecting English or Spanish for the branding and voice prompts.

Response:

VAC has read, understands and is compliant. The VAC platform provides a prompt upon inmate
taking phone off hook for the inmate to specify the language that they wish to use.
The VAC platform also allows a default language to be defined in the inmate profile, as shown below.

Default Language

Inmate Default Language Definition
2.2.4

Called Party Bilingual Voice Prompts – The system shall provide the called party the
option of either selecting English or Spanish for the voice prompts when a call is placed
by an inmate.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. The default language played to the called
party is English, but the branding announcement will provide an option to select English or
Spanish early in the call process.
2.2.5

Automated Use of Phones – Inmates shall be capable of making telephone calls using
their PIN (Booking Number) within six (6) hours of a housing assignment. Based on
information from the Jail Management System (JMS), Inmate PINs will be activated and
deactivated from the ability to place calls upon booking, housing assignment (new and
changed), and release from custody.

Response:

VAC has read, understands and is compliant. VAC’s system accepts notifications of permanent
housing assignment from MCSO on any frequency desired by MCSO (currently this is every 6 hours).
Upon the notification, the changes take place immediately and the inmate is able to place calls
(activation) or the PIN is prevented from being used to make calls (deactivation).
2.2.6

Automated Operator Service – The system shall be a collect automated operator
platform. No access to a live operator is permitted at any time.

Response:

VAC has read, understands and is compliant. All inmate calling is controlled via the Focus
system’s automated operator. The system delivers easy-to-follow prompts for all calling operations.
Inmate access to a live operator is not allowed.
2.2.7

Line Information Database (LIDB) – The contractor shall provide its own subscription to
a LIDB screening service. Describe your service.

Response:

VAC has read, understands and is compliant. VAC supplies the LIDB subscription at no cost to
MCSO. The LIDB validation in the call validation process is explained in response 2.3.10.
2.2.8

Outgoing Calls only – The system shall be capable of out-going calls only. All incoming
calls will be blocked by the system.

Response:

VAC has read, understands and is compliant.

It is not possible for incoming calls to be
processed through the VAC’s Focus system. PSTN communications circuits are engineered as outbound
only, inmate telephones do not have a ringer, and the system will not accept an inbound call signal.
2.2.9

Inmate Name Announcement – The system may include an inmate name announcement
when calls are placed by using a PIN. The download of the first and last name from JMS
is a desirable feature. Describe your service.

Response:

VAC has read, understands and is compliant. The VAC Focus system can download the inmate
first and last name from JMS and use text-to-speech software to create a file that will be played as the
inmate’s name in the opening announcement.

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“This is a Value Added Communications Collect Call from [Inmate Name] at the Maricopa
County [Jail Name] Jail…”
VAC V-PIN voice biometric PIN validation (as described in response 2.9.5) includes a recorded name
used for registration that alternatively can be used for the inmate name in the opening announcement.
Does the inmate have to state his name every time he is relocated to new housing within MCSO?
(Section 2.2.9)

Response:
The VAC Focus system allows the inmate name recordings to be stored at each location separately or
copied to all sites simultaneously depending upon MCSO’s preference. In either case the name is only
recorded once by the inmate. VAC’s recommendation to provide the most secure application is that each
inmate’s PIN and voice print be stored on the local server of the facility where he or she resides. When
an inmate is transferred within the facility or between facilities the JMS update will notify VAC of the
change and the inmates PIN and voice print will be automatically transferred to the new location
2.2.10

Three-Way Detect – The system shall provide detection of three-way call attempts and a
notation in the call detail record of the attempt. These calls will be disconnected at the
time of the attempt. Please describe your service.

Response:

VAC has read, understands and is compliant. The Focus system is designed to isolate any
attempt by the called party to bridge a call in-progress to a third party, commonly referred to as three-way
calling. Upon detection of a three-way call, the call will be flagged within the call detail records and made
available for review in a report designed for this specific purpose (“Three-Way Call Detect”). Both call
parties are played a message indicating that a three-way call has been detected, and then the call is
terminated.
In addition, MCSO can request that called parties who abuse three-way calling and call forwarding have
the particular called party number blocked in the facility database listing.
VAC has a patent-pending (US Patent Application 20050259809) proprietary process that utilizes several
control points to detect 3-way calling. This technology is the most accurate and reliable in the industry,
and allows VAC legal authority to provide the service under any resulting contract with MCSO. The
process is active within the Federal Bureau of Prisons several State Departments of Corrections, and
numerous County facilities.
Should the need arise (court ordered) to permit a specific inmate or phone to do a 3-way call, how will
your company handle this? (Section 2.2.10)

Response:
Requests such as this are handled by the VAC TAC group. TAC can configure any dialed number or a
specific inmate PIN to not disconnect on 3-way call attempts. TAC requires that the request be
documented by the service manager and approved by MCSO before implementation.
Once
implemented, the 3-way block restriction on the inmate PIN or on the number dialed (depending upon
MCSO’s instruction) is lifted until MCSO directs VAC TAC to reinstate the restriction.
Does the Secure Call Platform also detect the “silent” 3 way and conference call feature offered through
the telephone service providers and used by called parties of the inmates? (Section 2.2.10)

SERIAL 09089-RFP
Response:
There is currently no reliable method of detecting “silent” 3 way and conference calls offered through
some telephone service providers. VAC has worked with companies in the past that have proposed to
offer a service to detect these calls but none have been able to demonstrate a working solution. If the
technology becomes available during the contract term that will detect these types of calls, VAC will
provide the solution to MCSO free of charge.
It should be noted that VAC’s patented process of detecting 3-way call attempts is multi-layered and does
not rely solely on audible clicks or other sounds but utilizes a variety of factors to detect 3-way attempts.

How does your process handle a situation where the inmate blows in the phone instead of stating his
name? Or, he is just silent and says nothing? (Section 2.2.10)

Response:
VAC’s voice print application VPIN will not accept blowing, silence, DTMF tones, or other low-phoneme
generating methods of name registration. Inmates attempting to utilize these methods to create their
voice print will not be able to complete the process and cannot make calls until they re-enroll using
acceptable phonemes.
2.2.11 Blocking Inmate Calling – The system shall have the ability to deny access to specific
phone numbers, area codes, and prefixes to include toll free, MCSO, operator, victims,
etc.
Response:

VAC has read, understands and is compliant. The VAC Focus system’s computerized call
control system prevents calls to any unauthorized numbers and provides the ability to block calls to
individual telephone numbers as well as groups of numbers generally-prohibited numbers and numbers
that incur charges such as those listed below. This blocking will be configured as part of the VAC
manufacturing process prior to installation.
The system is pre-programmed to automatically block all incoming calls and inmate outgoing calls to
certain numbers, including the following:


Specific NPA’s, such as 411, 800, 888, 877, 866, 855, 550, 555, 700, 900, etc.



911 and other emergency service numbers.



Alternate long distance carriers, via 950, toll free, 10XXX, or other means.



International calls (unless allowed by the facility).



Any other number requested by MCSO as described in response 2.3.3.2.
2.2.12

Blocking by Called Party – The system shall have the ability of allowing the called party
to block all future calls from the inmate, the jail facility, or MCSO jails.

Response:

VAC has read, understands and is compliant. The introductory announcement played to the
called party includes this instruction: “To block any future collect calls, dial 7-7.” VAC’s platform provides
the ability to configure the response of the system to block all calls from (a) the calling inmate [by PIN], (b)
the facility, or (c) all MCSO jails. The system is currently configured to block by facility as requested by
MCSO, but this can easily be changed at MCSO direction.
2.2.13

Branding – The system shall be capable of including a branding at the beginning of each
type of telephone call as specified by MCSO. (Exhibit 9, English and Spanish Current

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Branding.) All brandings played for the recorded calls shall have the statement included,
“This call will be recorded and monitored.”
Response:

VAC has read, understands and is compliant. When the called party answers, the called party
will hear an announcement as stated in Exhibit 9 of the RFP. The example is in English, but can be
played in Spanish as well. Note that the announcement can be tailored as desired by MCSO.
“This is a [Carrier Name] Collect Call from [recorded Inmate Name] at the Maricopa County [Jail
Name] Jail. This call will be recorded and monitored. If this call has been placed to legal
counsel, please hang up and notify the Sheriff’s Office at 602-876-1202. Do not forward or
transfer this call to a Third Party. To accept this call dial 5 now. For rates and further information
dial 8. Tao block any future collect calls dial 7-7. To decline this call hang up”
The branding announcement can be customized for each call situation; for example, a call to a legal
number will not include the state “This call will be recorded and monitored.” The announcement will be in
full compliance with Exhibit 9.
2.2.14

Carrier Branding – The system shall include a Carrier Branding to announce the name
of the telecommunications provider that rates and bills the call for all call categories.

Response:

VAC has read, understands and is compliant. The branding announcement will identify the
carrier of the call.
2.2.15

Limit of PIN Use (by Housing Assignment, Facility, Floor, POD) – The system shall
restrict the use of PINs by POD, according to the inmates housing assignment in the
JMS.

Response:

VAC has read, understands and is compliant. As VAC does currently, the various locations
within a facility (PODs, floors) are defined as “Living Units” (LU) by Class of Service assignment of
telephone stations to the LU. The PIN is limited to use of telephones in their LU. VAC will continue to use
the JMS feed to assign PIN to current LU.
2.2.16

Random Voice Overlay – The system shall have the capability of inserting a random
voice overlay announcement, notifying the called party that the call is originating from
the Maricopa County Jail. Timing of the voice prompt, number of times played, and
volume should be site adjustable.

Response:

VAC has read, understands and is compliant. The Focus system will be configured to interject
overlay announcements that are audible to both parties, yet not so loud as to preclude communication.
The announcements can also be configured if desired to mute communication by both parties while the
announcement is being played. The volume of the announcements is adjustable.
Multiple in-call announcements can be configured (e.g. one warning that the call is from a correctional
facility, another that the call is being recorded). These announcements can be programmed for specific or
random intervals and with a set number of repetitions or as continuous over the duration of the call.
2.2.17

Call Duration – The system shall have the capability of adjusting pre-set call duration
limits through software at the request of MCSO. The current durations are set for 12

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minutes on local personal calls and 20 minutes on all legal and personal long distance
calls.
Response:

VAC has read, understands and is compliant. The Focus system will continue to allow for easily
setting call duration limits using system parameters. The system can be configured to set Local calls to
12 minutes maximum duration and Long Distance or any called number in the Special Numbers
Table to 20 minutes maximum duration.
Is the Branding or Random Voice Overlay duration included in the maximum duration (12 or 20 minutes)
of the call? (Section 2.2.17)

Response:
The ‘Branding’ announcement is played prior to acceptance of the call by the called party and therefore
does not count in the maximum duration of the call.
The Random Voice Overlay announcements play during the course of the call and therefore are included
in the maximum duration of the call. However, these announcements are brief and can be talked over by
the inmate and called party making their intrusion into the call minimal.
2.2.18

Call Limit Notification in Advance – The system shall be capable of notifying the inmate
and the called party in advance of the call terminating.

Response:

VAC has read, understands and is compliant. The Focus system is configured to provide an
audible cut-off warning when a call reaches one (1) minute call length time remaining [this is the current
MCSO default]. The announcement notifies the parties that the call will terminate in 1 minute. This default
warning can be adjusted to play at a shorter or longer period before expiration of the call (e.g., at 30
seconds or 2 minutes). The call is terminated by the system when the call duration limit is reached.
2.2.19

Notification of Site or Credit Limit - The system shall be capable of notifying the end user
when they have reached 90% of the site or personal credit limit. Describe the process.

Response:

VAC has read, understands and is compliant. The VAC Focus system will play low balance
message audible to both parties whenever the following occurs:



Traditional Collect call: when the current balance to be billed to the called party exceeds 90% of
the allowed collect credit limit.
Prepaid Collect call: when the client has used 90% of the prepaid time purchased.

Note that if the MCSO were to implement inmate debit account calling (which could be accomplished with
secure PIN entry via voice biometric verification as per response 2.9.5), the same type message could
be played when the inmate has used 90% of the prepaid time purchased.
2.2.20

Switch Hook Detection – The system shall guard against “hook-switch dialing” and
other fraudulent activities.

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Response:

VAC has read, understands and is compliant.
Switch Hook Flash Detection: The VAC platform will disconnect a call upon any activation of the switch
hook.
The VAC platform provides a variety of features to secure it against fraudulent activities. With more than
20 years of development, the system’s security and fraud prevention features and functionality have been
refined through customer input and experience. The table below details some of the major security and
fraud prevention features of the VAC Focus system.
Feature Name

Description

Advantages

Custom site Name
Announcement and
Branding

Provides called party with location
of detainee and company
providing the calling service

Custom Call
Rate Branding
LIDB Validation

Provides pre-acceptance
branding of call rates.
LIDB Validation can be performed
in one of two ways: full query for
every call attempt or based on
cached results from prior
completed calls.

Dual Tone Multi
Frequency
(DTMF) Positive
Call
Acceptance
Workstation
display of calls
in progress
System
identification of
telephone
location
Block sound
path during call
setup

Requires acceptance by the
called party through the keypad of
their touch-tone phone.

Prevents inadvertent call
acceptances. Provides the called
party with company information that
helps to recognize billing. Provides the
called party with the facility name if
needed to request a block or report
harassing call attempts. Meets State
and Federal regulatory requirements
for branding.
Offers compliance with regulatory
requirements.
Provides protection against placement
of calls to numbers with collect call
restriction, cell phones, or pay
phones.
Complies with State and Federal
regulations regarding prohibition of
collect calls to called parties that have
specifically requested blocking of this
call type.
Ensures acceptance by the called
party and virtually eliminates the risk
of ‘false’ acceptance by answering
machines, fax machines or automated
attendant systems.
Excellent resource for troubleshooting
or investigative purposes. Provides
instant snapshot of system activity.
Excellent cross reference resource for
use in system management,
maintenance, and surveillance.

Provides live call activity detail
viewing.
Provides phone location
identification for each call placed.

Prohibits communication between
inmate and called party prior to
call acceptance.

Gives the called party the opportunity
to reject the call without being heard
by the inmate. Eliminates opportunity
for inmate to harass the called party
during set-up. Eliminates opportunity
for the inmate to pass messages
during the call set-up period.

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Prevent Extra
Dialed Digits

Blocks keypad entries once the
inmate has entered all necessary
information for call placement.

Three-way Call
Detection and
tracking
Three-way call
Detection Voice
Overlay Warning

Detects three-way call attempts
and notates call detail record.

Three-way Call
Detection
Disconnect

Detects three-way call attempts,
plays an explanatory message,
and disconnects call and notates
call record.
Detects any attempt to obtain a
2nd dial tone by hook switch flash
Patent-pending feature during call
validation checks the billing name
and address of the billed party to
determine if the ANI and address
correspond to the geographic /
phone number database.
Provides random voice overlay
telling all call parties that the call
is originating from an inmate at a
correctional facility.

Switch Hook Flash
Detection
Remote Call
Forwarding Detection

Random Voice
Overlay

2.2.21

Detects three-way call attempts
and initiates a voice overlay
announcement.

Prevents inmate from attempting to
bypass or circumnavigate system
controls. Also prevents inmates from
using the keypad to access the called
party’s phone system when placed on
hold.
Allows for non-intrusive
Investigation / tracking of three-way
calling activity.
Provides notice to third party that they
are speaking to an inmate at a
correctional facility. This is helpful in
warning unknowing third parties so
that they can report the activity and/or
terminate the call.
Allows for immediate disconnection of
potential three-way calling activity.

Prevents chained dialing to
undetected destinations.
Prevents calls to unauthorized
destinations based on outside RCF
assistance.

Provides warning to unknowing call
recipients – provides some protection
against the potential negatives of
three-way calling without using
detection methods.

Customer Billing – Shall not begin until the call is accepted.

Response:

VAC has read, understands and is compliant. Charging for any call does not begin until the
called party has positively accepted the call.
2.2.22

Daily Times Set for Turn On and Off – The system shall have the capability to provide
automatic daily turn on and off at designated times by phone, PIN, POD, Facility or
entire system.

Response:

VAC has read, understands and is compliant. Telephone time of day access is programmable
Class of Service (COS) parameter. The default COS defines the telephone operating hours for the entire
facility. The operation hours schedule are customized for each day of the week. Once these schedules
are established, calling is automatically controlled by the system. The interface for this control is
illustrated below.

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Operating hours
Non-Operating hours

Class of Service - Calling Operating Hours
Define an hour as an Operating Hour:
 Click the WHITE square corresponding to the hour on the chosen day of week to turn the square
DARK BLUE.
Define an hour as a non-Operating Hour:
 Click the DARK BLUE square corresponding to the hour on the chosen day of week to turn the
square WHITE.

System administrators will also establish other COS definitions, which are variations from the facility-wide
calling schedule defaults, if so desired. Each COS can be assigned separate and distinct calling
schedule controls. These variations are saved and can be defined as exceptions to the default for given
telephone stations or living areas.
The same control can be provided on a per-inmate basis. Each inmate’s profile includes an hours of
operation schedule control identical to that illustrated above on the Access Control -> Telephone
Schedule tab.
2.2.23

Block Simultaneous Use of PIN – The system shall have the ability to identify, block and
document simultaneous use of a pin number.

Response:

VAC has read, understands and is compliant. VAC’s Focus system will not allow an inmate to
enter a PIN that is currently in use. Additionally, the PIN numbers for inmates are active only for the
Living Unit in which the inmate currently resides.
2.2.24

Deny Inmate Access – The system shall be capable of denying or reinstating calling
privileges to inmates, identified by Inmate PIN, as deemed necessary by MCSO.

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Response:

VAC has read, understands and is compliant. The system allows the MCSO to suspend an
inmate’s calling privileges for a set period of time. They will be scheduled to be automatically restored
without any manual intervention by MCSO. Using the Inmate tab of the Focus system GUI, the inmate is
selected and then the Suspend Inmate link is clicked to enter the suspension as shown below.

Suspend the inmate

End inmate suspension
manually

Private
Obscured by
VAC

Select inmate to suspend
calling privileges

Define suspension
- Begin date
- Begin time
- # days

Suspend Inmate Calling Privileges
Suspend Inmate Calling Privileges





Identify the inmate in the left hand box.
Enter the begin date and time of suspension
Enter number of days for suspension
Click the ‘Suspend Inmate’ button

Automatic Restoration of Calling Privileges
 NO ACTION REQUIRED – system will allow inmate to make calls after the specified number of
days has expired.
Automatic Restoration of Calling Privileges
 Indentify the suspended inmate in the left had box.
 Click the ‘Re-Activate Inmate’ button

Once the suspension has been defined, the Focus system will automatically disable calling from the
inmate (identified by Inmate ID) for the programmed number of days. If the inmate attempts to place a
call during this suspension period, the inmate will receive an announcement indicating that calling
privileges are suspended.
After the specified number of days, the system will automatically allow calling for the inmate again.
Administrators can manually end an inmate’s suspension at any time using the Re-Activate Inmate
button as illustrated above.

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2.2.25

Allow Legal Calls Only (# In Special Number Table) – When authorized by MCSO, the
system shall include the capability to only allow telephone calls to be processed to
numbers in the Special Number Table, by Inmate, POD or Jail Facility. Describe the
process.

Response:

VAC has read, understands and is compliant. The Focus system allows an indicator to be set
which limits calls to be placed only to a number in the Special Number Table. This can be defined on
basis of Inmate, POD, or Jail Facility.
VAC will provide at least 3 workstations in Estrella and 2 workstations each in Durango and Towers Jails
in addition to the workstations located at LBJ and 4th Avenue. VAC will define a custom Class of Service
which will allow legal calls only and block all other call attempts. This custom COS can be invoked on any
workstation via the standard Focus interface by any MCSO user with the specific account privilege that
will allow them to invoke this feature. VAC will also provide one additional workstation for Durango,
Towers and Estrella to be installed in the Lieutenant or Sergeant’s office so that it would be available
during normal business hours of operation in Detention (7 days a week), to be used as Detention Cut Off
Key Station, similar to the 4th Ave. and LBJ stations. The total number of workstations shall be 49 and up
to 54 administrative workstations.
2.3

SYSTEM REQUIREMENTS:
2.3.1

Digital Recording – The system must include digital recordings of conversations, in realtime and with historical and playback capability. These recordings can be selectively
turned on or off through programming by the vendor, dependant on the type of call and
other pertinent legal requests. Describe the process.

Response:

VAC has read, understands and is compliant. All calls made on the Focus system are recorded
by the system (unless explicitly exempted from recording by Special Number or Class of Service “non
record” controls). Recording starts upon the telephone going off hook so all of the DTMF actions of the
inmate are recorded. Call records and call recordings are created and stored even for calls that do not
successfully complete.
A “call record” is defined as the call detail record (CDR) data plus the call recording (if
applicable) plus any call notes added by investigators (see below). Call records are searched
and recalled as a single entity comprising all of this data.
All call detail records and call recordings are stored on the Focus system’s RAID array that is continually
available to MCSO personnel 24 hours a day, seven days a week for reports and investigation. All
recordings are 100% digital.
VAC’s platform includes a Special Numbers Table (SNT) database which is used to provide upmost
control and security to the recording of calls. All legal calls or any other call marked to be “not
recorded” (as directed by MCSO) will be excluded from recording. The SNT also allows for
automated import of legal, non-recorded numbers such as the Arizona Bar directory, Yellow Pages,
Yellow Book, or other sources directed by MCSO.
Searching and Retrieving Call Records
Retrieval of call records can be performed using the CDR Browser which is a tool of the Shadow GUI.
The CDR Browser allows search for historical call records using multiple search options, one if which is
“quick searches” keyed on multiple criteria including:
 Inmate name / PIN
 Called number
 Facility name

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


Originating telephone
Date and time bands

CDR Browser – Quick Search of Call Records
Ad-hoc queries are also available to search using generic, user-defined criteria. The Ad-hoc query form
allows for searches filtered on any of the fields of data contained in the call records. Multiple queries can
be saved and recalled at any time to use for a search.

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CDR Browser – Ad-hoc Query Definition
Regardless of the type of search, all call records meeting the search criteria will be displayed as rows in
the CDR browser.

Order by clicking on any field header
- Once for ascending
- Twice for descending

Call record summary
- opens with double-click of call record

Horizontal scroll bar to see
more data to left

CDR Browser – Retrieved Call Records
Each call record displays the following information:
 Originating telephone
 Called number
 Facility
 Living unit
 Inmate ID
 Call start time
 Call end time
 Call duration

 Outbound circuit used
 Cost of call Note 1
 Call type (local, intraLATA, interLATA)
 Collect or Debit
 Three way call [fraud] flag
 Extra dialed digits [fraud] flag
 “Completed Call” or description of cause of failure

Note 1:

CDRs recorded in the Focus system will include the cost of the call if the call was a Debit
call; these CDRs will not include the cost of the call if the call was a Collect call. This is because
the Collect call cost rating is performed in the back office. However, the call detail list provided in
the monthly commission report will include the cost of each collect call.
Once a search is conducted and call records are displayed, the records can be ordered on the basis of
any of the call record fields by clicking the field name on the display header bar. Records can be ordered
ascending or descending.
The user can also see a summary box of any call record by double-clicking on the record row. The
summary box opens and the call data can be viewed without scrolling across the CDR Browser view. The
Focus system also includes a standard report function that allows generation and hardcopy print of CDRs
determined by the same search criteria described above.

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Listening to Call Recordings
Any of the retrieved records displayed by the CDR Browser can be highlighted, and then clicking the
“speaker” icon on the record invokes the SpyPlayer Tool (a new window that opens as illustrated below)
and begins play of the recording.

Audio Play and Analysis Controls

Visual waveform for analysis
Click to start
playback

Playing a Call Recording (SpyPlayer Tool)
The SpyPlayer provides buttons for control of the playback and detailed audio analysis. The recording will
play over the connected speakers or alternatively a headset connected to the speakers.
Investigators may add notes to a call recording file by clicking the “Note” icon. Investigators may even
select a specific portion of the recorded conversation to save as a separate file and add notes.

Call Note

Click to add notes to a call

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Adding Investigator Notes to a Call Record
Please explain what your system recording captures when an inmate makes a personal recorded class of
call. Does it capture the digits dialed, PIN entered, name of inmate, branding, action by called party
and/or inmate as well as the call itself? (Section 2.3.1)
Response:
The VAC recordings contain the audio generated by the inmate, system, and called party from the time
the call is dialed to the PSTN by the system. It contains the voice print name, branding, and actions by
the called party and by the inmate, the call itself, and any system voice overlays. VAC is one of the only
vendors that records all of this data on every call attempt, which we call “Dial Tone to
Disconnect”.
Where would the Focus system’s Raid array equipment be located? At the MCSO jails, MCSO
Headquarters, or in VAC Headquarters in Dallas? (Section 2.3.1)

Response:
VAC’s Focus system will feature RAID 5 disk arrays at each ITS facility (Durango, Towers, Estrella, LBJ,
4th Avenue) and at the MCSO Headquarters server location. Satellite facilities such as the County
Hospital may be handled as extensions of one of these main facilities and will utilize the RAID 5 disk
array to which they are connected (currently the County Hospital is connected to 4th Avenue Jail). Any
new MCSO facility that opens during the contract term would also have a separate RAID 5 disk array.
While there are applications for centralized equipment, VAC believes that the most secure application for
MCSO is a premise based solution. Premise based equipment prevents one failure (such as a network
outage to a centralized server) from affecting the entire system. In addition, premise based equipment
protects data in the event of a catastrophic event (such as a fire) where such a catastrophic event in a
centralized solution could devastate the entire system.
Where would the back up Synology server(s) be located? At the MCSO jails, MCSO Headquarters, or in
VAC Headquarters in Dallas? (Section 2.3.2)

Response:
VAC’s Focus system will feature Synology back-up servers at each ITS facility (Durango, Towers,
Estrella, LBJ, 4th Avenue). VAC could duplicate the individual site Synology servers at the MCSO
Headquarters server location if the MCSO network provided sufficient bandwidth between each facility
and the HQ location. Satellite facilities such as the County Hospital may be handled as extensions of one
of these main facilities and will utilize the Synology server to which they are connected (currently the
County Hospital is connected to 4th Avenue Jail).
Any new MCSO facility that opens during the contract term would also have a separate Synology back-up
server. While there are applications for centralized equipment, VAC believes that the most secure
application for MCSO is a premise based solution. Premise based equipment prevents one failure (such
as a network outage to a centralized server) from affecting the entire system. In addition, premise based
equipment protects data in the event of a catastrophic event (such as a fire) where such a catastrophic
event in a centralized solution could devastate the entire system.
It should also be noted that VAC will stock a spare Synology server in the MCSO area
2.3.2

Recording Backup – The system shall be equipped with appropriate backup, to reduce
interruption of service or data loss. Describe the process.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. The call records and recordings are secure and
are stored in redundant databases. The VAC Focus system is engineered to ensure data protection and
continuous call processing. The following backup protections are provided with the Focus system:
1. Critical inmate database and call record data is stored on a Redundant Array of Independent
Disks-Level 5 (RAID-5) in the Focus system servers. This server configuration protects against
loss of data due to the failure of any single drive in the array. In addition, the Focus system
moves the critical data and call record data to a Synology back-up server.
2. Call Detail Records are polled throughout the day via WAN connectivity to the VAC back office.
The VAC back office server is also in a RAID configuration and is backed up nightly for both onsite and off-site long term storage.
3. Should WAN connectivity (Frame Relay or other) suffer an outage, the system will still allow calls
to be made and recorded.
The Focus system will not allow a system user to modify, overwrite, or delete system call recordings.
The recordings can only be removed from the system by retention period purges on a retention period
specified by MCSO. Note also that specific call recordings can be “locked” to prevent purge from the
Focus system.
2.3.3

One Database – The system shall have only one database for all MCSO jail legal (free or
collect and record or non-record) and blocked telephone numbers. The system shall have
the capability of accepting additions, deletions, and changes through a single manual
entry or by downloading a large amount of data at one time. The system shall maintain
historical files documenting the changes and have the capability of reporting the
additions, deletions, and changes. Describe the process.

Response:

VAC has read, understands and is compliant. The VAC platform implements this as the Special
Numbers Table (SNT), which includes legal numbers (free or collect and record or non-record) and
blocked telephone numbers. VAC provides tools to perform mass updates, such as importing Arizona
Bar directory, Yellow Pages, and Yellow Book updates automatically into the proper table(s) in the SNT.
VAC also manually enters individual updates as directed by MCSO. Each update to the SNT is an SQL
transaction that is time stamped. VAC site technicians also maintain logs of every update activity.
Additionally, a manual audit process has been implemented to ensure integrity of the automated update
and distribution (refer to response 2.8).
Note that once entered a number is never deleted from the SNT, it is only tagged as inactive. Therefore,
a record is maintained regardless of number status.
2.3.3.1

Legal Telephone Number Database – The system shall have the capability to
allow entries of the name associated with the telephone number, law firm, and
date the telephone number was added.

Response:

VAC has read, understands and is compliant. The SNT defined above includes fields that
associate to each legal telephone number the name, law firm and date the telephone number was added.
2.3.3.2

Blocked Calls – The system shall have the capability to allow entries of the
telephone number, name associated with the number, authorizing Sheriff’s
Office employee name, date the number was blocked or unblocked, and the
date of the data change or addition.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. VAC site technicians will enter or modify blocks at
the direction of MCSO. Entry of a new blocked number and removal of a block can both be accomplished
using the same ITS interface shown below; all of the parameters listed in the requirement are available in
the Comments field.
Please elaborate on what data is captured and retained on call attempts to blocked numbers. (Section
2.2.3.2)

Response:
In the VAC Focus system any attempt to a number in the block table creates a record of the attempt
including the inmate PIN attempting the call, inmate phone number/location, number dialed, call
date/time, and a designation code identifying the reason for the block.
Each call record includes a Call Completion Code field. In the case that a call does not
successfully complete then Call Completion Code will indicate the reason for failure. There are 50
Call Completion Codes currently defined on the Focus ITS as listed below. Codes #1, 2, 15, & 31
are due to calls to either MCSO defined blocked numbers or requested blocking by the called party
(code 31).

“Toggle” radio buttons
- Clicking Block clears Allow
and vice versa

Enter Block:
NPA
NPA-NXX
NPA-NXX-XXXX

Comments text, including
- Name associated with the
number
- Person making change
- Date/time block entered
- Date/time block removes or
changes

Blocking / Allowing a Telephone Number
Add a Block:
 Type in the prefix (for a block of numbers) or the entire 10-digit number (for a specific number)
 Click the ‘Block’ button.
Remove a Block:
 Pull up the Edit Telephone box for the specific phone number or range of numbers.
 Select the ‘Allow’ button (which un-selects the ‘Block’ button).

SERIAL 09089-RFP

Note that any wild card characters within the 10-digit NPA-NXX-XXXX are supported so that blocks of
arbitrary range of numbers can be defined. For example, the numbers 904-234-3300 – 3999 would be
blocked by system entering the number with wild cards 904-234-3XXX.
2.3.4

Non-Record Legal Calls - Legal telephone calls shall not be recorded. Describe how the
system ensures that a call to a legal number in the Special Number table is not recorded.

Response:

VAC has read, understands and is compliant. Numbers that are added to the Special Numbers
Table as “attorney calls,” either via bulk load or manual entries, are flagged as “Do Not Record.” The
system accesses the SNT to ensure that a called number is not in this “Do Not Record” status.
The site technicians who administer the SNT perform the updates on the “Headquarters” (HQ) entity first,
and then it is distributed to the individual sites of the MCSO system. The site technicians then perform a
checksum validation of the affected SNT tables to ensure that all updates are affected on each system.
Note that any Focus system GUI can be used to designate any number as “Do Not Record.” The Focus
system provides a Class of Service (COS) parameter defining special numbers that will not have calls to
that number recorded (e.g. attorneys). System administrators enter these “privileged” telephone numbers
into the Telephone Number Control screen if the privilege applies to all inmates. Note that multiple COS
other than system default can be defined, so the non-recorded “privileged” status of a number can
be limited to specific facilities or telephones.
The administrator can de-select the ‘Record’ option to prevent calls to the number from being recorded or
monitored using the system’s web-based GUI as shown below.

Set the Record to ‘NO’ to prevent
calls to this number from being
recorded.
Privileged Number (e.g.
attorney)

SERIAL 09089-RFP
Non-Recorded Numbers Defined via GUI
Note that when a number has been defined to be non-recorded, the prompts that the Focus
system uses for that call are different. There will be no notice that the call is subject to being
recorded either in the initial announcement nor any mid-call “whisper” announcements
announcing the call is being recorded.

VAC has implemented platform customization that combined with unique procedures designed
in coordination with MCSO provides upmost security to ensure the confidentiality of Legal calls.
 The Special Number Table allows for importation of Legal number directories (e.g. Arizona
bar association, Yellow Pages, Yellow Book) as well as manual updates. The VAC platform
will not record a call to number listed as a Legal number in the Special Number Table.
 Manual checks that are run by VAC site technicians every day to ensure the success of
daily updates directed by MCSO and consistency of the Special Number Table across all
systems in the MCSO system.
 An automated process associated with the updates that ensures that the number of entries
in the Special Number Table does not decrease after an update. If this is detected an
alarm is raised to VAC TAC and the VAC site technicians at MCSO jails.
 A customized process to resolve any attorney calls that are recorded in error:
o The VAC platform provides a quick and exhaustive search capability for any calls to a
number identified as a Legal number.
o VAC alerts MCSO immediately upon detection of any recorded Legal call.
o The VAC platform provides a “Protect” feature that allows authorized MCSO operators to
flag recordings of Legal calls such that they cannot be listened to on the VAC system.
 The initial branding message to the called party for a call that is to be recorded includes a
notification specifically to Attorneys to not accept the call and provides a MCSO number
to call for resolution.
o This provides notification that can prevent an accidental recording of a Legal call.
o This provides attorneys direction on how to recover from being unable to accept the
Legal call.
2.3.5

Reproducing Media – Writeable CD-Rs are the preferred reproducing media to include
encrypted password capability. Describe the process used by your system.

Response:

VAC has read, understands and is compliant. The CDR Browser interface allows call recordings
to be archived to a CD. The user indicates the calls to be archived by selecting with the mouse, and then
adding to the “CD export buffer” by clicking the Export button (or Export All if all recordings returned
from a search are to be archived).

SERIAL 09089-RFP

Select call records to be exported
Export buttons

Selection of Retrieved Recordings for Archive to CD
Export ALL Call Records Retrieved in Search:
 Select the ‘Export All’ button
Export Selected Call Records:
 Select records with mouse…
o Ctrl button to select multiple records
o Shift button to select a range of records
 Select the ‘Export’ button

The Data CD Export feature creates a CD with a verifiable chain-of-custody process that is generally
accepted to be the best in the industry. This process includes automatic or manual generation of a 192-bit
3DES encryption key that is designed to eliminate a judicial challenge of the CD call recordings as
evidence. Call recordings are stored on Data CDs in a nondistributable format so that copies of individual
recordings cannot be distributed electronically. Although copies of the CDs themselves can be created,
they are useless without the 3DES encryption key.
The CD creation is performed via a user-friendly interface as illustrated below. This interface is called up
from the main surveillance GUI and lists all records that have been queue in the CD export buffer.

SERIAL 09089-RFP

Call Recording CD Export Interface
When copying the recordings to CD the user can choose between 3 options: (1) Data CD, (2) Audio CD,
and (3) CD Lite. Note that the CD drive on the workstation running the Export Interface, not the central
Focus system server(s), will be used for the recording of the CDs.
Data CD (SECURE) - Stores the recordings with all the pertinent call data including the time,
date, inmate, station, called number, carrier, etc. The Data CD can be played from any
Windows® 98 OS or later PC/Laptop using the VAC’s proprietary SpyPlayer and includes a
selector application for sorting and searching recordings on the CD. Additionally, the CD can be
encrypted using strong 3DES encryption. The intention is for the Data CD to provide a ‘chain of
custody’ that guarantees that the recording was made on the System and has not been altered.
This could be very valuable in those cases where the origin and handling of the prosecution
evidence is being contested.
Audio CD (non-SECURE) - Records the inmate calls to CD as standard audio files. The Audio
CD can be played in any CD player including automobiles, boom boxes, PCs, etc. The files can
be copied from the CD for distribution if desired. These files, as with any of the ‘standard’ WAV
or MP3 files, can be edited with standard audio editing software and are therefore would not be
considered appropriate for court evidence.
CD Lite (non-SECURE) - This option is for the non-discriminating user that wants to copy the
data quickly to CD and doesn’t need the feature rich Focus system SpyPlayer or encryption of
the Data CD option. Additionally, the CD Lite option allows the user to play the recordings
without the CD loading any Active-X controls or files on the playing computer.
Specify the burn time to CD/DVD for quantity of 10 calls; 25 calls and 75 calls, assuming each call is a 12
minute personal call. (Section 2.3.5)

Response:
For a typical MCSO burn scenario the burn time will be approximately 3 to 5 minutes for 25 – 75 calls.
The burn time for recording is dependent on the network connection of the source of the recordings and
the burning workstation, i.e. whether the connection is via intra-facility LAN or the MCSO 3Mbps interfacility network. Also note that for 1000 call records, the typical burn period is a follows:


10 to 15 minutes for burn at a local workstation within the facility

SERIAL 09089-RFP


60 to 90 minutes for burn at HQ records from multiple sites.
The new Focus system and the new workstations provided with the new contract will provide at
least a 100% increase in burn time performance (CD burn duration is halved or better).

Does your encryption meet FBI standard requirements? (Section 2.3.5)

Response:
Yes, the National Institute of Standards and Technologies (NIST) Special Publication 800-67
“Recommendation for the Triple Data Encryption Algorithm (TDEA) Block Cipher, May 12, 2004” allows
the use of 3DES encryption for all US government agencies including the FBI.
What data is included in the copy when a recorded conversation is produced? Does the copy also
include investigator notes? (Section 2.3.5)

Response:
All audio information in the original recording is included in call copies to CD. The CD copy also includes
call detail information (inmate name, inmate id, start date/time, completion date/time, telephone station,
living unit, originating facility, called number, carrier, destination city/state, 3-way call, and extra dialed
digits).
2.3.6

Uninterrupted Power Supply (UPS) – The system shall include a UPS backup for use in
the event of a commercial power interruption. Describe your system UPS backup.

Response:

VAC has read, understands and is compliant. All Focus system equipment is powered through
an Uninterruptible Power Source (UPS) unit mounted in the equipment rack. The unit can be configured
(including extra battery packs as necessary) to provide full functionality through a power outage for
periods ranging from a minimum of 30 minutes to a maximum of 8 hours. The unit also provides power
surge and lightning protection (including the inmate telephones since they are line-powered by the Focus
system’s central processing rack). If commercial power is lost, the UPS will indicate with an audible
beeping sound.
VAC configures the specific UPS unit appropriate for the Focus system configuration; following is feature
summary an example UPS unit deployed with the VAC ITS.
Minuteman Endeavor Series Uninterruptable Power Supply

•

Output receptacle control for non-critical load shedding
capability

•

Extended runtime using external battery packs

•

Independent battery pack chargers to reduce battery recharge
times

•

Front panel display with load/battery meter and status
indicators

•

Hot-swappable batteries

•

RoHS compliant

SERIAL 09089-RFP
The UPS equipment’s service life is sufficient for the duration of this contract. Should the device be
disabled or unable to continue to perform surge protection by a major power event, this will be considered
a major service problem and the device will be replaced immediately.
Explain how your system operates during a power outage.
shutdown, crash vs graceful shutdown, etc. (Section 2.3.6)

Include:

features gained/lost, time to

Response:
The system would see no impact in the event that the facility’s generator backup power is connected to
the grid providing power to the inmate phone system equipment as the Uninterrupted Power Supply
(UPS) provided by VAC at each location would accommodate any power fluctuation and swap over
period.
For those facilities whose phone equipment rooms are not connected to the generator backup power
supply, the UPS provided by VAC at each site supplies power for 15 to 30 minutes depending upon the
amperage being drawn by the system during the commercial power outage (note that the UPS power
duration can be increased if required). During this time, the system will allow calls in progress to continue
but will not allow additional call attempts. The system is designed to gracefully power down prior to the
end of the UPS current after all calls in progress have ended. The server and the full system will
automatically recover when power is restored without human intervention.
2.3.7

Time Synchronized System to a Master Clock – The entire system shall be time
synchronized including automatic daylight saving adjustment and Arizona time, to the
MCSO time sync server through a Uniform Resource Locator (URL) or IP address.

Response:

VAC has read, understands and is compliant. All VAC Focus systems, including the
headquarters server, are time synchronized with the MCSO time sync server.
2.3.8

Firewall – Describe your Firewall protection system.

Response:

VAC has read, understands and is compliant. VAC provides firewall protection between the
MCSO ITS network and the data circuit connection to the VAC back office. The Cisco router at the
MCSO facility (equipped with the VAC ITS) is configured with firewall Internet operating system.
The VAC back office end of the data circuit to the MCSO facilities is equipped with a Cisco ASA 5520 (or
similar) firewall applicance.

Cisco ASA 5520 Interet Firewall Applicance

•

SSC/SSM/ICs supported: CSC SSM, AIP SSM, 4GE SSM

•

Intrusion prevention (with AIP SSM)

•

Content security: Anti-virus, anti-spyware, file blocking

•

SSL and IPsec VPN services

•

VPN clustering

SERIAL 09089-RFP
VAC configures a IPsec tunnel with encryption between the MCSO facilities and the VAC back office.
The connection allows only host routing (traffic between the two endpoints).
Explain in detail your pruning process of all calls protected and unprotected that have reached the MCSO
records retention timeline. (Section 2.3.9)

Response:
At MCSO’s direction, VAC uses an automated process to prune all non-protected call recordings over 12
months old from the disk arrays (including the Synology back-up servers) every morning at 2 AM. Call
recordings that have been designated as “Protected” by MCSO are not pruned from the system until that
protection designation is removed by MCSO.
Once the protection designation is removed, those
recordings would be pruned at 2 AM the next morning.
2.3.9

Archival of Records and Recording
2.3.9.1

Records – The records shall be stored, and available online for a period of
one (1) year, or 365 days, in accordance with MCSO Policy DK-2, Inmate
Telephone System (Exhibit 6).

Response:

VAC has read, understands and is compliant. All Focus systems will be equipped with sufficient
storage space to retain and backup all records for 365 days. After 365 days, records will be purged from
the Focus systems and will not be available online. Call records that are explicitly “locked” for longer term
retention by an authorized MCSO user as described in response 2.4.4 will not be deleted.
2.3.9.2

Recordings – The recordings shall be stored, and available online, for a
period of one (1) year, or 365 days, in accordance with MCSO Policy DK-2,
Inmate Telephone System (Exhibit 6).

Response:

VAC has read, understands and is compliant. All Focus systems will be equipped with sufficient
storage space to retain and backup all recordings for 365 days. After 365 days, recordings will be purged
from the Focus systems and will not be available online. Call recordings that are explicitly “locked” for
longer term retention by an authorized MCSO user as described in response 2.4.4 will not be deleted.
2.3.10

Centralized Validation Database – The system shall obtain validation from a centralized
database to determine whether an inmate call can be processed, for each call placed.
Describe the process.

Response:

VAC has read, understands and is compliant. Following is a detailed description of the validation
steps of every call implemented on the VAC Focus system.
1. The inmate’s PIN is validated against the Focus system database. Note that an optional biometric
identification can be made if VAC’s V-PIN application is in use (refer to response 2.9.5).
2. Once identified, the inmate is checked for MCSO policy restrictions, including suspension of calling
privileges, too short of interval since last call made, maximum number of calls per day / week / month
exceeded, etc. These policy restrictions are implemented on the Focus system using Class of
Service (COS) controls.

SERIAL 09089-RFP
3. The called number is also checked against the Blocked Number list, and will be denied if the called
number is a blocked number and the inmate is informed that the call cannot be placed because it is
an un-allowed number.
4. The called number is also checked against the Special Numbers table to see if it should not be
recorded and or / not charged.
5. If the call passes all restriction checks, the Focus system performs the real-time call validation
process that immediately determines whether or not the destination number can receive collect calls.
The validation process includes access to LIDB information.
2.3.11

Cabinet – The system shall be self contained within its own cabinet(s).

Response:

VAC has read, understands and is compliant. The Focus system equipment cabinet is mounted
in standard telco racks of dimension 75” high x 22” wide x 38” deep.

2.3.12

State of the Art Technology – The system shall be state-of-the-art digital telephone system
design. It shall be capable of adding or modifying system features by software upgrades
as opposed to hardware replacements. The system shall not be more than one version
behind the State of the Art Technology at any time. Describe your system.

Response:

VAC has read, understands and is compliant. The Focus system and associated equipment are
based on state-of-the-art telecom grade hardware and an open software architecture. The diagram below
is a schematic representation of the Focus system, showing the role and interconnection of each of the
open system elements.

SERIAL 09089-RFP

Uninterruptable System Power

Station Interface Units (A/D conversion)

2‐Pair Cable

Station Block

Multi‐line
Cable (50‐pi n ) 

System Internal
psuedo‐T1
PCI

PCI

Inbound PCI cards 

Focus Server w/ RAID‐5
PCI

Customer’s
Facility Workstations

PCI

Outbound T1 PCI cards

Ethernet

Inmate Telephones

PSTN

Ethernet Switch

Remote
Workstations

T1 Facilities

Router

VAC TAC
Plano, TX

IP

Firewall

VAC FOCUS ITS
The Focus system is based on telecom grade servers that perform all of the central functions of the
system including administration, call processing, recording/playback, and storage (using up to eight disks
per server deployed in RAID-5 configuration). The servers provide the call connection between the
analog inmate telephone stations and the digital PSTN. Software is based on a Microsoft SQL Server
database that contains the call processing data, call type, log files, and voice codes with corresponding
descriptions and runs on a single Windows 2008 Server using Microsoft SQL Server 2003 to
access/store the persistent information. The servers are also loaded with telephony software for
Windows, which provides security-enhanced media-processing to support the switching of voice
channels, announcement play, DTMF and other event detection, and control of hardware resources.
The VAC Focus system is designed as a distributed system for scalability. The schematic above shows
only one Focus system server, but the physical configuration of the system may include multiple servers
to accommodate required call processing or recording capacity of the system. Multiple servers are
interconnected by the integrated Ethernet switch, and the multiple servers appear as one entity for
administration purposes.
VAC is proposing new systems to be deployed and replace the existing call processing and recording
equipment. These new systems will be the latest state-of-the-art configuration, exceeding the features
and functionality deployed with the Federal Bureau of Prisons.
2.3.13

Upgrades – After implementation of the contract, the contractor shall make any service,
software or hardware enhancements or upgrades available to MCSO at no charge.

Response:

VAC has read, understands and is compliant. All Focus system software updates and new
versions are available to MCSO at no cost. VAC will notify MCSO of any software updates or new
versions within 30 days of general availability of the validated software, and provide the software at no
cost to MCSO. The updates can be installed immediately as they are released, or can be installed on a

SERIAL 09089-RFP
periodic schedule at the discretion of MCSO. All updates will be discussed with MCSO prior to installation
and will go through a pre-approval signature process (initiated with Software Change Notices).
Software updates are installed remotely from the VAC Technical Assistance Center (TAC) in Plano,
Texas. These updates are performed during low- or no-usage periods (e.g. 00:00 – 07:00). The local
VAC system administrator will be on site during every update to assist in identification and resolution of
any issues.
2.3.14

Work Stations and Locations
2.3.14.1

Hardware to Include – Dell OptiPlex 760 Mini Tower (MCSO Standard), 4GB
Memory and 100GB Hard Drive, DVD Writer/Player, Speakers, and 22”
Wide Flat Screen Monitor, printer (individual or centralized), or equivalent.

Response:

VAC has read, understands and is compliant. VAC will supply MCSO with at least 49 and up to
54 administration workstations, to be installed in locations as directed by
MCSO. The workstations will be Dell Optiplex 760 minitower desktop
computers with CD/DVD writer/player, keyboard/mouse, stereo speakers,
and a 22” flat panel LCD monitor. Each workstation includes an attached
printer.
VAC will be responsible for the maintenance of the workstation and printer
equipment for the life of the contract, including ink supplies for the printers,
excepting only replacement printer paper.
Regarding the existing workstations that will be replaced, VAC will remove all sensitive data from the
workstations and then donate the workstations to the charity of MCSO’s choice.
2.3.14.2

Software to include – Windows XP Operating System or newer, ITS software,
and Microsoft Office 2007, at a minimum.

Response:

VAC has read, understands and is compliant. Each workstation is pre-installed with Windows XP
or newer OS, Microsoft Office Professional 2007, AVG antivirus software, and all applicable ITS clients.
2.3.15

Laptops – The contractor shall provide five (5) state-of-the art laptop computers with
application software for use by MCSO personnel, with change out to state-of-the art
models when requested by MCSO, but no sooner than every two and one half (2-1/2)
years at the contractor’s expense.

Response:

VAC has read, understands and is compliant.

VAC will supply MCSO with five (5) laptop
computers as described in responses 2.3.15.1 and 2.3.15.2 below. The laptops will be replaced with
newer models as directed by MCSO.
2.3.15.1

Hardware to Include – Dell Latitude E6400, 2.0GB Memory and 160 GB
Hard Drive, DVD Writer/Player, and Carrying Case, or equivalent.

Response:

VAC has read, understands and is compliant. Each laptop computer will be a
Dell Latitude E6400 laptop configuration equipped with 2.0GB of memory, a 160GB

SERIAL 09089-RFP
hard drive, DVD writer/player, external stereo speakers, and laptop assessories including mouse and
carrying case.
Each laptop also includes a Dell All-in-One printer.
2.3.15.2

Software to Include – Windows XP Business Operating System or newer, ITS
Customer software, and Microsoft Office 2007, at a minimum.

Response:

VAC has read, understands and is compliant. Each laptop is pre-installed with Window 7 OS,
Microsoft Office Professional 2007, AVG antivirus software, and all applicable ITS clients.
2.3.15.3

Remote Connectivity – These laptops shall have the ability to remotely
connect to the ITS network, using VPN client, by air cards which will be
provided by MCSO.

Response:

VAC has read, understands and is compliant. The proposed laptop computers will accept air
cards provided by MCSO. The air cards are assumed to provide data circuit connectivity to the ITS
network. Each laptop user will be issued a secure VPN key which is used to gain application connectivity
to the ITS systems (refer to response 2.3.16).
2.3.15.4

Replacement – When the laptop computers are replaced, the old laptop
computers shall be returned to the contractor after removal of MCSO
proprietary data.

Response:
VAC has read, understands and is compliant.
2.3.16

Remote Access Server – The contractor shall provide the ability to remotely access the
ITS via a secure VPN. A RADIUS/AAA server and laptop with a secure VPN client shall
be provided and maintained by the contractor for two-factor authentication onto the ITS
network frame. The VPN shall be utilized both by MCSO personnel assigned to ITS
duties and the contractor for access on the ITS network for the purpose of repair and
maintenance of the ITS.

Response:

VAC has read, understands and is compliant. VAC will provide a RADIUS/AAA server and five
(5) secure VPN keys for the MCSO laptops to access the ITS network. VAC will work with the MCSO IT
staff on implementation of this VPN access to the ITS network.
2.3.17

End of Contract – At the end of the contract period, the contractor shall work with
MCSO staff to facilitate a smooth transition of uninterrupted inmate telephone service
with a replacement contractor.

Response:

VAC has read, understands and is compliant. VAC’s site technicians will be made available to
assist MCSO in the transition.
2.3.17.1

Wiring and Conduit - Any phone wiring and related conduit installed during
the contract becomes the property of the County. Contractor equipment must

SERIAL 09089-RFP
be removed in such a manner as to allow existing telephone wiring to be
reused.
Response:
Read, understood and VAC will comply.
2.3.17.2

List of All blocked Numbers – The contractor shall provide MCSO with a
digital media list of all blocked numbers in the system to allow transition of
this data into a new system.

Response:

VAC has read, understands and is compliant. VAC will export the blocked numbers into a format
requested by MCSO.
2.3.17.3

Call Records, Recordings, and Reports – The contractor shall make available
all recordings and call records for a period of one (1) year, the duration of
the MCSO record retention schedule, after the last date of call processing
service. Describe how these recordings would be available to MCSO.

Response:

VAC has read, understands and is compliant.

Upon the completion of VAC providing call
processing service to the MCSO, VAC will transfer all call recording for the past one (1) year onto a single
ITS system. VAC will leave this system along with an administrative workstation that can access this
system with the MCSO for 1 year after the completion of the contract. Recordings will therefore be on line
and available for one (1) year after the last date of call service.
2.4

SYSTEM FEATURE REQUIREMENTS:
2.4.1

Inmate Personal Identifier (PIN) – The system shall provide Personal Identifiers to
identify the inmate placing the call from all jails, except Central Intake. The system shall
interface with MCSO’s Jail Management System (JMS). It shall automatically issue
PIN’s without any data entry, using the Booking Number as the PIN. The PIN is a
combination of one Alpha and six Numeric. An example is P123456, or A972000.

Response:

VAC has read, understands and is compliant. VAC’s Focus system will be interfaced to the JMS
in the same manner as that currently employed, i.e. via the Headquarters (HQ) facility. The system can
accommodate mixed alphanumeric PINs up to 15 digits in length. The VAC ITS will accept at least 4
updates daily from the JMS.
The Focus system will be set up as default to require PIN entry as part of the inmate dialing sequence.
However, the system will be programmed such that the phones in Central Intake are defined as “No PIN.”
Calls being placed from these phones will have a different inmate prompt sequence (no PIN required) and
PIN will not be required to place the call.
2.4.1.1 Pro Per PIN – The system shall have the capability of manually assigning ProPer PINs. An example is W006450.
Response:

VAC has read, understands and is compliant. The Focus system accepts special Pro-Per PINs
entered manually via the Inmate Account Management Protocol (IAMP) Client. VAC site technicians will

SERIAL 09089-RFP
enter such PINs daily as directed by MCSO. The PIN’s parameters are also changed or updated via the
IAMP client.
2.4.2

Security Levels for Users - The system shall be capable of assigned password access for
different levels of security to include System Manager, System Administrator, User
Security Level Access by task and location.

Response:

VAC has read, understands and is compliant. All of the Focus system’s interfaces require a valid
username and password to log in. In addition, each account has an associated Security Level which
defines the capabilities of that user.
The Security Level access screen shown below is used to define the functional abilities of each Security
Level. The access capabilities with respect to each system feature are defined as indicated by the radio
button selection to the right. The access privileges ranges from ‘None’ to full access. ‘Full’ access
allows the user to ‘View,’ ‘Add,’ ‘Change,’ and/or ‘Delete’ records or settings within the feature.

Choose Security Level

Functional
Capabilities
(choose one)

Administration
Features
(Functional
Capabilities are
selected for each
one)

Defining Functional Capabilities of the Security Level
The following Security Levels are standard and pre-defined, although the predefined capabilities can be
edited:
 CIPS OPR – Facility Operators
 MON – Monitors
 INTEL – Facility Intelligence Officers
 CID – Investigators
 CHIEF INV – Investigative Supervisor
 TECH – Technical support, remote and on-site
 SUPER – System Manager
 FACILITY HQ – Facility HQ Operators
 TAC – VAC Technical Support
 ADMIN – System Administrator
VAC site technicians will add, delete, or modify user accounts as directed by MCSO, with customized
privileges for each account as described above.
VAC will migrate the existing accounts and security level definitions to the new Focus systems.

SERIAL 09089-RFP

2.4.3

Ability to Prevent from Listening – The system shall have the capability for MCSO to
“Prevent (or unprevent) from Listening” any call that was recorded in error. These calls
shall be pruned within the standard archival schedule of one year. Describe how these
calls would be prevented from being listened to.

Response:

VAC has read, understands and is compliant. Once MCSO becomes aware that a number that
should have been in the Special Numbers Table as non-recorded but has not been, all calls to that
number can be retrieved using a search with the Shadow CDR browser. If the operator has sufficient
privileges defined as described in response 2.4.2 (currently the Inmate System Manager and the Legal
Database Custodian), the user will be provided with a “Prevent” option for each call listed. The Focus
system will not allow calls marked as “Prevent” to be played back.
All calls are pruned from the system after the standard archival schedule of one year, so these calls will
also be pruned (assuming that are not “locked” to retain them on the system). This is described in the
next response.
2.4.4

Ability to Retain Records and Records – The system shall have the capability for MCSO
to prevent (or un-prevent) from being pruned those records and recordings that are
mandated by Court Order to retain. Describe how these calls would be prevented from
being pruned.

Response:

VAC has read, understands and is compliant. The CDR Browser allows authorized users to
“lock” one or more call records by selecting the records and pressing the ‘Lock’ button. Such locked
records are retained on the system even after they are older than the normal time at which they would be
removed from on-line storage for archiving.

SERIAL 09089-RFP

Unlock call records
Lock call records

Selected call records (to not
be purged)

Lock Records to Prevent On-Line Purge from System
2.4.5

Call Searching – The system shall be capable of searching records by PIN, originating
location, destination number, and date/time. Please describe searches available by your
system.

Response:
VAC has read, understands and is compliant. Records can be “quick-searched” via the Shadow CDR
browser as described in response 2.3.1 “Searching and Retrieving Call Records.” Quick-search
criteria include by Inmate ID, by originating location, destination number, and date/time bands.
The VAC ITS also provides user-defined detailed queries. The Shadow Ad-hoc Query feature enables
authorized system users to generate a virtually unlimited set of inmate call record queries and reports.
The search and presentation format can be customized with criteria including:
 Display or suppress any stored piece of information about a call record.
 Sort ascending or descending on any of the fields selected.
 Select one or more query values in each selection field (e.g. multiple originating stations, multiple
called numbers).
 Allow wild card search criteria.
 Select for a range of dates and times.
 Search calls of a specified length.
 Search calls of a particular type.
 Save ad hoc query definitions for future use
Users will select their search criteria for a specified report, click on the preview/print button and view the
report results. The following illustrations are examples of the definition of parameters to be applied to the
customized report.

SERIAL 09089-RFP

CDR Search Ad-Hoc Query - Defining a Date Range

CDR Search Ad-Hoc Query - Defining Call Types

SERIAL 09089-RFP

CDR Search Ad-Hoc Query - Defining Specific Inmates

CDR Search Ad-Hoc Query - Defining Completion Codes
The records found and displayed by any search can be printed at any time by clicking the ‘QuickPrint’
button on the CDR Browser
2.4.6

Pro-Per Inmate PIN – The system shall be capable of allowing Pro-Per inmates the use
of a special non-record PIN to be restricted to only those MCSO pre-approved witness
interview telephone numbers (pre-approved calling list).

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant. Pro-Per inmate PINs can be downloaded to the VAC
Focus system via JMS. These PINs can also be input and/or managed by the Focus system GUI. The
GUI allows administrators to view and modify inmate PIN data via the Inmate->Account menu as
illustrated below.

PIN management
commands

Data associated
with PIN

PIN Management via Focus GUI
The Pro-Per inmates PINs are set up to require use of an Approved Calling List (ACL). The ACL for the
PIN is entered and managed using the ACL GUI (Inmate->Telephone List tab) as illustrated below.
When a call is placed using this PIN, the called number must be listed on the ACL associated with
the PIN or it will be blocked.
Authorized system administrators can view, add and remove numbers on Pro-Per inmates’ ACLs.
Numbers will be added or subtracted as directed by MCSO. The administrator will set the ‘Record’
parameter for each number on the ACL to ‘NO,’ preventing Pro-Per calls from being recorded.

SERIAL 09089-RFP

Record parameter: will be set to ‘NO’
for all numbers on the Pro-Per inmate
PIN calling number list

Inmate ID

Pro-Per PIN Allowed Calls List Management
Tracking of ACL Changes: All changes of an inmate’s ACL, regardless of method used (by inmate or by
system administrator) are logged with a time stamp in the Focus platform’s system file.
2.4.7

Detect Extra Digits Dialed – The system shall detect when extra digits are dialed and a
notation shall be included in the call detail record of the attempt.

Response:

VAC has read, understands and is compliant. The Focus system will detect any DTMF digits
that are entered beyond the number required for origination by the inmate or called party acceptance.
The system can be programmed to alert any attempts to enter such extra digits above a chosen number
and can optionally disconnect any such calls. The EDD trigger criteria will be set to six (6) digits in order
to accommodate the requirement of allowing navigation of legal office phone trees as per response
2.2.2.2.
2.4.8

Telephone Call Disposition – The system shall display the call disposition of all
completed and attempted calls. Example: Ring no answer or Busy, Completed Call,
LIDB Block, etc.

Response:

VAC has read, understands and is compliant. Each call record includes a Call Completion Code
field. In the case that a call does not successfully complete then Call Completion Code will indicate the
reason for failure. There are 50 Cause Codes currently defined on the Focus system as listed below.
Code

Definition

0

Completed Call

1

Call Blocked (Facility)

2

Call Blocked (Inmate Phone List)

3

Out of Site's Operating Hours

4

Country Code Invalid

5

Blocked by Carrier/LIDB Block

6

Inmate PAC Invalid

7

Called Number Not On Phone List

SERIAL 09089-RFP
8

Inmate Calling From Wrong Facility

9

Inmate Hung Up Prior To Focus Outdialing

10

Call Not Answered (RNA/Busy)

11

Call Answered But Not Accepted

12

Collect Call Attempt

13

Debit Call Attempt

14

LIDB Validation Timeout

15

VAC Requested Block

16

VAC Called Party Credit Limit Reached

17

Debit Response Message: Unknown System Error

18

Debit Response Message: Call Abended

19

Debit Response Message: PAC In Use

20

Debit Server Not Available

21

Class of Service Violation: Exceeded Direct Calls Limit

22

Class of Service Violation: Exceeded Collect Calls Limit

23

Class of Service Violation: Exceeded Direct Minutes Limit

24

Class of Service Violation: Exceeded Collect Minutes Limit

25

Class of Service Violation: Minimum Time Between Calls Not Reached

26

Exceeded Allowed Extra Dialed Digits

27

Inmate Suspended

28

Number Dialed Not Allowed

29

Call Not Allowed From This Location

30

Call Outside the Calling Schedule

31

Blocked by Called Party

32

Collect Response Message: PAC In Use

33

Insufficient Funds

34

Class of Service Violation: Maximum Number of Calls Exceeded

35

Class of Service Violation: Maximum Number of Minutes Exceeded

36

Minimum Time Between Direct Calls Not Reached

37

Assigned Trunk Type Busy

38

All Trunks Busy

39

Invalid Area Code or Exchange

40

LIDB Network Error Message

41

LIDB Cannot Find Matching Number

42

LIDB Number Not Allowed Collect Calls

43

Invalid Station Number

44

Station Disabled

45

Inquiry Request Message: PAC In Use

SERIAL 09089-RFP
46

Inquiry Request Message: PAC Invalid

47

Systemwide Call Block

48

CLEC Block

50

Class of Service Violation: Station Disabled

Is data that has been added to notes of recorded calls by investigators that have been monitored/listened
to replicated/added to the back up data? If so, how? (Section 2.4.9)

Response:
Yes, investigative notes saved to the system are stored in the database with the call recording which is
backed up near real time, nightly, and weekly.
2.4.9

Attachment of Notes to Call Records – The system shall have the capability of attaching
up to six (6) notes of at least 50 characters to any call record to include information such
as case number or other investigative data. Describe the process.

Response:

VAC has read, understands and is compliant. Investigators may add notes to a call recording file
by clicking the “Note” icon. Investigators may even select a specific portion of the recorded conversation
to save as a separate file and add notes related to their findings. There is no practical limit to the number
of notes that can be attached to a call file.

Call Note

Click to add notes to a call

Adding Investigator Notes to a Call Record

SERIAL 09089-RFP

2.4.10

Additional Features – Describe any additional features available that could be included
as part of this proposal.

The additional feature options discussed below are for informational purposes only and will only be
implemented at such time as mutually agreed by both parties. Regardless of such option (s) and time agreed
there shall be no additional cost to the County for such implementation.
Response:
Integrated System Inmate Debit
The VAC Focus system supports System Integrated Debit Calling (“Debit Calling”). System Integrated
Debit Calling allows inmates to use their assigned PIN number in order to purchase debit system call
time, and use the purchased time to place debit calls. The voice biometric PIN verification feature as
required in 2.9.5 of the RFP will provide for secure association of PIN with the intended inmate
and therefore could make Debit Calling feasible in MCSO’s facilities if desired.
The inmate debit system allows inmates to purchase debit phone time through the commissary/canteen
system or to directly transfer monies from their MCSO-managed trust fund from any inmate telephone.
The inmate completes a transfer by simply accessing the system via any inmate telephone and inputting
the amount of funds they wish to transfer from their trust fund. VAC will capture the information and
forward a request for funds to MCSO’s management of the trust fund. VAC will work with MCSO and
MCSO’s trust system vendor to develop an accurate and complete feed of all inmate debit system
purchases made via the telephone.
Upon receipt of transfer confirmation, VAC will apply the transferred funds to the applicable inmate debit
account (usually within 24 hours of the receipt of an accurate and complete feed). Inmates will have the
option to review debit account balances at any time from any inmate telephone station.
Once funds purchased are correctly applied to each inmate’s debit account, inmates can use the inmate
debit system to perform debit calls charged to their debit account. The total cost of the call will be
decremented from the inmate’s account at the conclusion of each call (i.e., the inmate debit account
balance will be accurate after each call). This assures that the inmate does not complete calls that will
result in charges exceeding their account balance and assures that funds necessary for payment of the
calls has been collected from each inmate. The inmate has the option to confirm his/her inmate debit
account balance prior to each call.
Family-Funded Inmate Debit: V-Direct
VAC optionally offers MCSO our value-added service V-Direct. V-Direct is prepaid debit funding service
that allows friends or family members to deposit funds directly into an inmate’s debit telephone account.
V-Direct insures that monies intended for phone use are spent on phone use.
VAC’s V-Direct on-line payment service allows inmates’ friends and family members to add funds directly
to an inmate’s personal debit phone account so that the inmate can control and budget his or her phone
calls. This service provides additional resources for inmates to be able to call family and friends.
Friends and family members establishing a V-Direct funding account at www.debitcalls.com to fund an
inmate’s debit account. The funding family member will be required to enter their 10-digit telephone
number and create a PIN number to establish the account.

SERIAL 09089-RFP

V-Direct Web Interface (www.debitcalls.com)
Once the account has been established the family member will be able to add funds to the desired
inmate’s debit account by entering the inmate’s institution ID number. The V-Direct website will prompt
the user to verify the inmate’s identity and to confirm that the user wants to fund the account using the
funding options described later in this document. Note that multiple inmates can be funded from one
account.
The family member will also be able to view past deposits made to the inmate’s debit account from this
funding account.
Toll-Free Phone Debit Funding: In addition to funding via the web, friends and family members can fund
an inmate’s debit account by calling VAC toll-free and following the voice prompts via the touch-tone
keypad. If a funding account has not yet been established then the system will establish one
automatically. The family member will enter the inmate’s PIN number and can use a credit or debit card
to add funds to the inmate’s V-Direct debit phone account following the voice prompts.
V-Direct Funding Options: The prepaid debit account-funding minimum is $25.00. The funding
maximum is $200.00 per account funding action, per credit card transaction, and/or per inmate debit
account a week.
The following payment methods will be accepted:
 MasterCard
 Visa
 Western Union (Cash option)
VAC does not store or in any way retain customer credit card or CVV numbers and will not share
customer information with any unauthorized company or entity.

SERIAL 09089-RFP
Electronic Message Exchange – Inmate Message Service
EME provides quick, secure, and safe electronic correspondence while, at the same time, improving
intelligence, providing a revenue stream, and reducing staff workload. EME is proven: it is operationally
deployed in Mecklenburg County, NC and is being deployed in Pima County, AZ; it is also undergoing
pilot trials with the State of Oregon and State of Washington DOCs.
The EME messaging system functions on a self-contained network separate from standard E-mail,
eliminating the need for inmates to access a computer or the Internet. Inmate family members and
friends create an account at www.inmatemail.com from which they type their messages to a pre-approved
inmate. Messages may then be screened and approved by facility staff prior to being printed on a multifunction printer/scanner device. Messages are printed and easily distributed during the standard mail
delivery process, presorted by living unit and inmate name, reducing staff time and effort. The same
device serves as a scanner for outbound inmate messaging.
EME Deployed in MCSO
EME is a self-sustaining service; there are user fees associated with the EME account. Therefore, EME
can be deployed in MCSO with no impact on the rates or commissions proposed in this
document.
EME’s Benefits













Improved safety in the facility mailroom by eliminating hazardous items
Improved security with the elimination of contraband
Improved intelligence…
o Word search
o Historical data base
Auto sorting of mail for distribution
Increased mail room productivity
Improved correspondence cycle time
Lower cost to inmate families
Can be used to schedule phone calls to reduce ring no answer
Can reduce attempts to make inbound emergency calls
Supports rehabilitation efforts
Generates revenue stream

EME Advantages





Can provide both inbound and outbound mail
Product was designed by a corrections executive
Not e-mail: no file transfers (closed system) eliminating virus threats
Requires no controlled response form for outbound messages

Family Members and Friends
The families and friends of the inmates can subscribe to the EME service through a secure website at
www.inmatemail.com. The user-friendly interface allows them to setup an account and prepay for e-mail
usage. During the account creation process the new account holder must provide adequate personal
information for VAC to verify their credit card is valid. This information includes name, billing address, city
and state.

SERIAL 09089-RFP

www.inmatemail.com
The message template will accommodate over 6000 characters on one page, which is equivalent to 2+
hands written pages. The consumer message creation screen is shown below.

SERIAL 09089-RFP

EME Message Screen
Administrative Capabilities
Incoming messages are processed through a search engine for key words or phrases that are
predetermined by the facility. Alerts may also be placed on messages from specific consumers or
inmates. Messages received from alerted inmates, consumers, or messages with associated keywords
will be flagged in red as shown in the screenshot below. Once processed, and prior to distribution, the
messages are available to designated staff, via a secure internet connection, to electronically accept,
reject; or flag messages of potential concern for further consideration. If necessary messages can be
held in a pending condition for further review and accepted or rejected at a later date.

SERIAL 09089-RFP

Alerted Message (by
keyword)

Administrative/Investigative Screen
The comprehensive intelligence database allows investigators the ability to review important investigative
information. Below is a screenshot of the primary administrative/investigative screen.
Investigative Capabilities
EME provides communication controls comparable to the inmate telephone service.
Written
communications can be retained indefinitely and investigative searches can easily be performed on the
text of the correspondence.
 Alerts can be established for specific inmates and/or specific recipients on all written
correspondence.
 Keywords and phrases can be edited by on-site staff and automatically searched for existing or
all new messages.
 Number and frequency of correspondence can be established by the facility.
 All correspondence is retained indefinitely on EME’s secure server(s) and can be viewed or
printed by facility personnel.
 Robust investigative reports/queries are provided.
 Inmate contact information, including address and telephone numbers are searchable from the
database.
Printing of Incoming Messages
Only approved messages are printed at the inmate’s facility. Messages are sorted as desired for ease of
distribution. With the appropriate data interfaces, inmate messages will be automatically forwarded to the
facility where the inmate resides, eliminating redistribution efforts for inmate moves. Printing is done on
the Multifunction Device (MFD) provided by VAC and located in the mailroom of all facilities. All printed
messages are distributed along with standard mail, using existing facility mail distribution processes.

Outbound Inmate Messages
The EME product also provides outbound message capability. Outbound messages utilize a template on
which the inmate may handwrite or type a message. Inmate messages are picked up as a part of the

SERIAL 09089-RFP
existing outgoing mail process and delivered to the mailroom. Mailroom staff places all inmate messages
in the scanner tray of the MFD and each message is automatically scanned into the system.
The outbound intelligence process is very similar to the inbound process, assuring no message is visible
in the consumer account until it has passed the administrative approval process. Advantages of the
outbound process consist of its speed. The process is very fast. Also, intelligence capabilities are
improved greatly as a result of having bi-directional communication. Finally, all messages are stored
electronically for an indefinite period of time and immediate retrieval.
Voice Message Exchange (VME) – Inmate Voice Messaging Service
Voice Message Exchange (VME) is a VAC US Patent Pending (US Patent Application 20060245559)
application that enables increased communication between inmates and family/friends via two way voice
mail. VME can be configured as directed by MCSO to allow for outbound only, inbound only, or two-way
messaging. All messages are recorded and subject to playback by MCSO investigative personnel.
MCSO investigators can obtain at any time a complete record of all messages left and retrieved.
The VME application is associated with VAC’s prepaid collect application V-Connect. This serves three
purposes:
 Ensure that voice mail from an inmate has been preapproved and is welcomed by the recipient.
 Ensure that MCSO is aware of all voice messaging contacts between inmates and the public.
 Ensure that every message can be charged.
V-Connect subscribers are optionally presented the option during enrollment to also enrolling in Voice
Message Exchange (both via Internet and IVR). They are provided the per-message charges prior to
enrollment. The subscriber can optionally provide a cell telephone number to which SMS messages will
be sent whenever their chosen inmate leaves a voice mail message.
At MCSO’s discretion, the VME service can promoted by voice prompts delivered to the called party
during an inmate collect phone call.
The VME application is hosted on servers located in the VAC data center. Inmate access to VME is via a
call routed through the Focus system to the VME platform. General public access is via a specific phone
number (local or toll-free long distance) that is routed to the VME platform. The VME platform provides
an IVR to guide the caller through the leaving and retrieving of voice mail messages.
The VME platform is configured to hold at least 30 hours of voice mail storage for each V-Connect
account. The platform has a configurable retention and purge period that will automatically delete any
voice mails more than X days old (default is 30 days). The VME subscriber can also manually delete
voice messages via the IVR interface to the system.
Note that the term “delete” as used in the prior paragraph applies ONLY to storage in the working area
and the subscribers’ storage space. ALL voice mail recordings are retained as Call Detail Records
by the VAC platform and can be searched and played just as any other inmate call. MCSO
investigators can also query for a list of email messages stored, played, and deleted over any time
interval.
2.5

NETWORK:
2.5.1

The ITS Network is owned and maintained by MCSO.

Response:
VAC has read, understands and is compliant.
2.5.2

ITS Network Configuration (Exhibit 10).

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant.
2.5.3

ITS Main Network Distribution Sites are 4th Ave. Jail, Lower Buckeye Jail, and the
Inmate Phone Monitoring Unit. The workstations sites are connected to the main
distribution sites with a combination of fiber and copper cable.

Response:
VAC has read, understands and is compliant.
2.5.4

Please describe the expected network traffic or bandwidth usage requirements of your
system.

Response:
VAC has read, understands and is compliant. Because the Focus system control and status
monitoring is performed via HTML between the platform web server and web browsers on the
administration workstations, the bandwidth required for control and status monitoring and an insignificant
portion of the bandwidth available on the ITS network per Exhibit 10 of the RFP. The only significant
bandwidth usage is through live monitoring of calls and through retrieval and play of call recordings.



Live monitor of each call requires 80 Kbits / second.
Listening to a single call recording of 15 minute length requires 1 MByte.

This is know utilization of the ITS; MCSO should expect that implementation of additional products and
services may increase bandwidth usage requirements.
2.6

CABLE/ELECTRICAL POWER:
2.6.1

The Contractor shall be responsible for the installation of all necessary cable, power
lines, electrical hookups, cutoff keys for each telephone with control in each facility,
equipment and time clock synchronization.

Response:
Read, understood and VAC will comply.
2.6.2

Existing house cable used to provide inmate telephone service becomes the property of
MCSO.

Response:
VAC has read, understands and is compliant.
2.6.3

Any electrical work shall be coordinated through Maricopa County Facilities
Management Department, using their list of contracted vendors for completion of this
type of work.

Response:
VAC has read, understands and is compliant.
2.6.4

Power, Grounding and Cooling Requirements – Please describe the power and BTU
requirements of your system.

SERIAL 09089-RFP
Response:
The electrical and environmental requirements for the location of the ITS system are specified below.
The system is powered via standard 115 Volts Alternating Current (V AC) power and will make use of the
power ground. Each Focus system will also be connected to an Earth ground for safety.

Focus System Electrical & Environmental Specifications
Environmental

Temperature: 35-90o F;
Humidity: 2-98% non-condensing

Power Requirements

115V AC, 20 amps (up to 2 required in Full-height Rack)
7848 BTU/hour

2.7

INTERFACES:
Capable of Interfacing with Jail Management System - The system shall be capable of accepting a
JMS (TCP/IP) download at least four (4) times per day.

Response:

VAC has read, understands and is compliant. The new VAC ITS will continue the ITS Input
interface to the MCSO JMS. The JMS will be able to push updates to the ITS via ITS Input at any
frequency desired by MCSO.
2.7.1

Text to Text (Add, Change, Delete or Inactivate)
2.7.1.1

Add – New inmate information (Booking Number, Last Name, First Name).

Response:

VAC has read, understands and is compliant. New inmate data is accepted via JMS download.
2.7.1.2

Change – Inmate housing location.

Response:

VAC has read, understands and is compliant. Inmate housing location changes are accepted via
JMS download.
2.7.1.3

Delete/Inactivate – Inmate release from custody.

Response:

VAC has read, understands and is compliant. Deletion or Inactivation of an inmate is accepted
via JMS download.
2.7.1.4

Alert – Describe the process of how your system would “alert” if the
download fails.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. The VAC platform is programmed for the expected
time of ITS Input updates from the MCSO JMS. If an update does not occur within 60 minutes of the
expected time, the platform raises an alarm ‘ITS Input Exception’ to the VAC TAC monitoring center.
2.7.2

Text to Speech
2.7.2.1

The download of the first and last name of the inmate from JMS to “fill in”
the inmate name announcement when calls are placed by the associated PIN
(or Booking Number) is a desirable feature. Describe this feature and if it
would be available.

Response:

VAC has read, understands and is compliant. VAC can accept the inmate first and last name in
download from the JMS and create an audio file that will be used in the introductory announcement
(reference response 2.2.13).
It should be noted that MCSO is also requesting (RFP section 2.9.5) a voice biometric verification
capability. As explained in the response to that requirement, the feature will require the inmate to record
their name as part of the feature registration process. VAC can also use this recorded registration name
instead of the audio file described above.
2.8

SPECIAL NUMBER TABLE (SNT):
The Special Number Table contains the legal telephone numbers that are processed in the system
as “Do Not Record or Record and Collect or Free”. The table includes attorney (Non-Record)
free and collect telephone numbers and other County (Record) free telephone numbers such as
Adult Probation. Describe the process used by your system to accomplish these sub-sections.

Response:

VAC has read, understands and is compliant. VAC’s ITS implements a Special Number Table
(SNT) database (Microsoft SQL) that contains all of the numbers described and their special
characteristics. VAC site technicians maintain the SNT and periodically will provide MCSO with a report
on the numbers in the SNT and the “source codes” (characteristics such as “non-record” and “free” as
well as the originating source of the entry). An example is illustrated below.

SERIAL 09089-RFP
Source Code 1
ACJC
Auth-Collect
Auth-Free
Auth-Free
Bar
Bar
Bar
Bar
Bar
Contract-Free
Contract-Free
Contract-Free
Contract-Free
Contract-Free
Contract-Free
Gov Pages
Hart vs MCSO
Inmate
JAIL-FREE
Recorded Free
Special
Special-Free
YELLOW BOOK
Yellow Pages
Yellow Pages

Source Code 2
NULL
NULL
NULL
Bar
NULL
ACJC
YELLOW BOOK
Yellow Pages
Yellow Pages
NULL
Bar
Bar
Bar
Bar
Bar
NULL
Bar
NULL
NULL
NULL
NULL
NULL
NULL
NULL
YELLOW BOOK

Source Code 3
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
YELLOW BOOK
NULL
NULL
Auth-Collect
YELLOW BOOK
Yellow Pages
Yellow Pages
NULL
Yellow Pages
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL

Source Code 4
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
YELLOW BOOK
NULL
YELLOW BOOK
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL

Total
1
35
6
6
9614
7
572
127
1210
29
74
1
4
7
27
1
1
4
6
113
1
3
420
119
425

Example Source Code Audit
2.8.1

Data Import - The system shall have the ability to accept import data through
automation in a mutually agreed upon format. Examples are the Arizona State Bar
Directory, Qwest Dex or Yellow Book (Attorney Section) and manual data entry.
Describe the format used by your system to accept the import data.

Response:

VAC has read, understands and is compliant. VAC has an automated method to import large
data sources such as the Bar Directory or Yellow book. These inputs are provided by MCSO in Access
database format and processed utilizing SQL Enterprise manager into the SNT.
VAC also has a utility that is used currently by VAC site technicians to input new data or changes directly
into the SNT as directed by MCSO.
Should a download fail, what steps would be taken by VAC? Be specific in your response to include
MCSO notification, procedure, and time elements. (Section 2.8.1)

Response:
The Focus HostMonitor checks to make sure an ITSInput file is received every 6 hours as expected; if
one is missed TAC contacts the MCSO techs.

Following is the specific procedure used to manually check on a download failure.

SERIAL 09089-RFP
PROCEDURE TO CHECK IAMP LOAD ON HQ SERVER
1. Open D:\\ITS_INPUT\INPUTLOG
- Open file near the bottom of folder dated with today’s date
- Check that the last load received processed correctly. You will know this by the final line
processed saying ITS Input ended. This will be directly below the final line of the last
load processed.
2. Open D:\\ITS_INPUT\INPUTReq\ARC
- Open ARC folder
- Go to bottom of folder and check that all loads from the previous 24 hours were received
and processed. If the files are present in this folder then this is a good indication that
they were received and processed correctly.
If there are any problems found with these checks perform the following. If the problem is that the files
were not received from JMS, contact Linda Christophel or Terry Lehman to have them find out why the
files were not sent or if there was a problem with the transmission. If we are receiving the files but ITS
Input is not processing the files then contact the TAC for assistance. In either case Linda Christophel will
need to be notified of the issue and any fix actions performed.
2.8.2

Verification Checks – The system shall have the ability to perform a daily verification
check that logs changes that have been made to the Special Number table. Describe the
process.

Response:

VAC has read, understands and is compliant. The additions or modifications made to the SNT
(whether by automated bulk load or manual entry) are made initially to the Headquarters facility server.
They are then downloaded from the Headquarters to all of the MCSO Jail facility systems. Immediately
upon completion of this download, a checksum utility is run to compare the SNT of each facility system
with the Headquarters server to verify that all systems in the network are correct and up to date.
Currently, the VAC site technicians perform updates to the SNT on a daily basis and then also the
verification checks on a daily basis. MCSO can be assured that the SNT throughout the network are
correct and current. VAC believes that incorporating the manual audit of the automated process ensures
the highest degree of reliability.
2.8.3

Ability to “Prevent from Listening” Calls – The system shall have the ability to prevent
from listening calls that have been recorded in error. Please describe the process.

Response:

VAC has read, understands and is compliant. Once MCSO becomes aware that a number that
should have been in the Special Numbers Table as non-recorded but has not been, all calls to that
number can be retrieved using a search with the Shadow CDR browser. If the operator has sufficient
privileges (currently the Inmate System Manager and the Legal Database Custodian), the user will be
provided with a “Prevent” option for each call listed. The Focus system will not allow calls marked as
“Prevent” to be played back.
All calls are pruned from the system after the standard archival schedule of one year, so these calls will
also be pruned (assuming that are not “locked” to retain them on the system). This is described in the
next response.
2.8.4

Calls that have been “Prevented from Listening” shall be pruned – at the end of the
normal archive schedule of one (1) year, or 365 days, in accordance with MCSO Policy
DK-2, Inmate Telephone System (Exhibit 6).

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. ALL call recordings that are not “locked” are
pruned from the system after the standard retention period of one year including calls that were recorded
in error.
2.8.5

Ability to include Record or Non-Record Telephone Numbers – The Special Number table
shall be capable of including a choice of record or non-record for telephone numbers
included in the table.

Response:

VAC has read, understands and is compliant.
2.8.6

Ability to include Charge (Collect) or Allow Free calls – The Special Number table shall
be capable of including a choice of free or collect for telephone numbers included in the
table.

Response:

VAC has read, understands and is compliant.
2.8.7

Ability to Produce a Digital Media (in a mutually agreed upon format) Table of Current
Telephones Numbers for MCSO Audit Purposes – The system shall have the capability to
produce a digital media list of the telephone numbers, attorney first and last names,
agency or law firm, dates the telephone # was added, Free or Collect, Record or NonRecord on a quarterly basis, or upon special request, to MCSO. Describe the process.

Response:

VAC has read, understands and is compliant. VAC can export the Table of Current Telephone
Numbers (in Microsoft SQL format) to any desired final format or to an intermediate format (for further
processing by MCSO). The output file can be downloaded to CD or USB removable media.
2.8.8

Historical Records of SNT Updates – The contractor shall maintain historical records of
all changes in the SNT for one year after the record was created or changed.

Response:

VAC has read, understands and is compliant. All updates to the SNT (as directed by MCSO) are
date and time tagged in the SQL database. Also, all updates performed by the VAC site technicians are
manually logged. It should be noted that once entered a number is never deleted from the SNT, it is only
tagged as inactive.
2.9

INVESTIGATIVE TOOLS/INTELLIGENCE GATHERING:
The system shall have the ability to provide investigative tools, features, and creative solutions
that would enhance MCSO’s capability to actively monitor and data mine criminal activity being
conducted by inmates in the jails through the Inmate Telephone System. The Contractor’s
recommendation must be proven technology. Describe in detail the recommended investigative
tools your system would offer in any of the following categories without negatively impacting the
operation of the Inmate Telephone System:

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. The VAC ITS provides many investigative tools
and features that are described in detail elsewhere in this document. We reference these detailed
responses in this response in the interest of not exceeding the RFP-mandated page limit.
 Platform fraud prevention features – response 2.2.20.
 Quick search and playback of recorded calls – response 2.3.1.
 Export call records to portable media with chain of custody – response 2.3.4.
 Ad hoc call record searches – response 2.4.5.
 Notes attached to call records – response 2.4.9.
 Live monitoring of calls – response 2.9.1.
 V-Alert remote alert notification – response 2.9.3.
 Pre-defined investigative reports – response 2.14.
All of these investigative features are integrated capabilities that have no negative impact on the
functioning of the system.
2.9.1

Random Monitoring of Live Calls in Progress – The system shall provide the ability of
randomly monitoring live calls in a thirty (30), sixty (60), and ninety (90) second
duration. Describe the process.

Response:

VAC has read, understands and is compliant. The VAC Focus system allows authorized users
to monitor calls in progess for which digital recording is taking place. Although the inmate and called
party are notified during the call setup (and periodically throughout the call) that the call is recorded and
subject to monitoring, actual live monitoring of a call is completely transparent to the inmate and the
called party. There is no drop in volume or noticeable “click” when monitoring begins and the conversing
parties are not tipped off to the monitor’s presence.
Authorized system users perform monitoring of live calls with the Shadow web-based GUI. This GUI is
available on the VAC provided workstations or MCSO laptops with secure VPN access to the ITS
network.
This display of live calls will include the following information:
 the living unit,
 inmate telephone being used,
 called number,
 call start time
 call duration,
 inmate ID,
 inmate name,
 call type, and
 outgoing trunk.
The operator starts live audio monitoring of an active call by clicking the “speaker” icon of a call record
that is highlighted (which is done via mouse click on the appropriate row of the listed current calls), and
the call will start streaming from the workstation speakers or operator headset.
If the conversation is deemed inappropriate, the system operator can immediately end the call by clicking
on the ‘Cut-off’ button.

SERIAL 09089-RFP

“AutoScan” toggle on/off
End the currently highlighted call
(inappropriate call)

Speaker Icon – Begin audio
monitoring of this call

Audio Monitor of an Active Call
The Shadow interface also provides an AutoScan feature. When AutoScan is enabled, the monitoring
software will move from call to call and play the conversation for a configurable number of seconds before
moving to the next call in sequence. The AutoScan feature can be configured by the user at 30, 60, 90,
or any other duration desired. The user has the option of stopping on a call that requires further attention.
This will continue until scanning is shut off with the AutoScan button toggle. The advantage of this feature
is that an investigator can perform other tasks while listening to portions of calls.
2.9.2

Random Listening to Call Recordings – The system shall provide the ability of randomly
listening to completed calls by jail facility or housing location in a 60 second duration.
Describe the process.

Response:

VAC has read, understands and is compliant. The system will support listening to 60 second
durations of random (non-targeted) calls selected on the basis of jail facility or housing location.
2.9.3

Ability to Automatically Notify an Investigator – The system shall provide the ability to
remotely notify an investigator when either a targeted inmate or telephone number has
been called and in progress. Describe the process.

Response:

VAC has read, understands and is compliant. The Focus system will allow authorized MCSO
administrators to a designate a phone call as “alerted.” The specific called number set up to be alerted is
referred to as a ‘hot number.’
There are two levels of alerts. Every hot number is recorded in the call record and simultaneously
displayed on the live call monitor if applicable (‘monitor alert’). The second level of alert (‘remote alert’)

SERIAL 09089-RFP
results in the call being forwarded to a designated investigator’s number. The administrator indicates via
a flag when configuring the hot number whether the ‘remote alert’ is to be invoked.
The alert is logged on the CDR for the call of interest for subsequent playback, appending of notes, and
copying to a CD if desired. In addition, the system will record calls to hot numbers in a separate system
file that can be viewed by the authorized user from ITS workstations or through a separate report.
Monitor Alert
If the calling phone is among those currently being lived monitored via the Shadow GUI (below), the
appropriate call will be indicated on the monitor display. There will an audible ‘ding’ sound, and the call
monitor will immediately highlight the alerted call on the display.

Alerted call highlighted

Alerted Call Highlighted on Live Call Monitor
Remote Alert
V-Alert will remotely contact investigators when calls are placed from or to any hot number that has been
configured to invoke the ‘remote alert’ feature. V-Alert configuration allows each hot number to be
associated with a primary and secondary MCSO-defined notification telephone number. These numbers
can be a designated telephone (cellular, residence, etc.) or pager number. There is no limit to the
number of simultaneous authorized V-Alert users.
When the hot number is alerted, the system attempts a call to the primary number. If the initial call is not
answered, the system will attempt to contact the secondary number. The system can be configured to
limit attempts to deliver notifications to specified time of day ranges as defined for each receiving number.
The V-Alert IVR announces upon answer of the alert notification that an alert event has occurred, and
then requires the entry of an investigator PIN as security to confirm that the correct person has answered
the phone. Once the PIN is entered and verified:



V-Alert provides instructions to the investigator that will allow for immediate monitoring of the call
in progress.
If the investigator determines that the conversation is inappropriate, he/she can terminate the call
between the inmate and the called party immediately via keypad entry.

SERIAL 09089-RFP

2.9.4

Word (English and Spanish) Search – Ability to data-mine non-legal recordings for a
word or phrase by jail facility or PIN. Describe this feature and whether it is currently
available.

Response:

VAC has read, understands and is compliant. VAC has partnered
with Nexidia, a leader in voice recognition solutions, to provide word datamining capabilities. The need to analyze data gathered from low-quality
telephony audio sources, in multiple languages, is mission critical for many gov ernment agencies and we
know that the Nexidia solution exceeds MCSO’s requirements in this area.
The Problem
A considerable amount of audio recorded is poor quality, in various languages, and is being analyzed
using only metadata that is often incomplete or unreliable. This leads to a very inefficient search process
where significant times spent listening to audio data that isn’t relevant. The staff responsible for identifying
and assessing current and future threats understand that the information they uncover is time sensitive
and loses its value if it takes too long to extract. Traditional audio search methods translate audio content
to a text file for review. The effectiveness of these text-based systems is low, and relies on several
factors, including: accuracy of the speech-to-text translation, extensive dictionaries for each language,
exact spelling of search terms, standard vocabulary limitations such as proper names and slang
The Nexidia Solution
Nexidia enables armed forces organizations, homeland security, and law enforcement to tap into the
massive amounts of recorded audio communications at the fastest speeds, highest accuracy and with the
most flexible deployment options. The staff can now index large amounts of recorded audio from phone
calls, wire taps, computer voicemail or radio communications, making content instantly searchable. By
eliminating the need to translate speech to text, and then mining that text, Nexidia provides indexing
speeds never before imagined. Nexidia can instantly search any spoken word, enabling the timely
identification of relevant threats and trends, and empowering agencies to immediately respond with
preventative, protective action. The patented phonetic search technology enables searches on proper
names, inexact spellings, industry terms, jargons, slang and colloquialisms—all without extensive training,
large dictionaries or vocabulary updates. Nexidia’s extensive language capabilities leverage the linguist
by delivering highly accurate results regardless of the speakers’ gender, age, dialect, accentor speaking
style. The technology is designed for rapid integration with existing IT infrastructures as a distributed,
server-side solution that can process large amounts of audio feeds and archived data. Alternatively, it is
easily deployed as a standalone solution on a small tactical laptop in the field.
Nexidia’s Extensive Language Capabilities
Nexidia supports more than 35 languages and dialects.
Language models are created with
representative audio that provides a robust language recognition capability out of the box. Language
support can also be further refined using Nexidia’s extensible language tuning framework. Because the
technology does not require a dictionary, new language capabilities can be developed relatively quickly.
How Nexidia Phonetic Search works
Nexidia technology is based on phonetics—the systematic study of the sounds of human speech. In all
the languages of the world, there are about 400 distinct sounds (known as “phonemes”) though most
languages use only a fraction of that total. By using these tiny components of language, Nexidia is able to
capture a true record of what is being said in an audio track, which can be searched more quickly,
accurately and flexibly than with any other technology.
The process works in two phases. In the first phase, recorded audio is input into the system and a timealigned phonetic index is created. Because phonemes are simply uttered sounds, the indexing is not
affected by factors such as background noise, languages, dialects or speaking styles.
The second phase begins when a search is requested. Searches can be done directly on words or
phrases, or using special operators such as Boolean strings or time-based proximity to other content.

SERIAL 09089-RFP
Nexidia’s proprietary search engine identifies and matches the phonetic equivalent of the search string
and returns relevancy-ranked results.
The result is a process that not only creates the truest representation of spoken audio, but also enables
the fastest, most accurate access to the information contained within the audio files. Whether used to
improve the tagging of audio for syndication, to perform ad hoc searching for audio discovery and
evidence, or for analysis and reporting on large volumes of customer call data, Nexidia delivers
advantages no other technology can match.
Key Benefits
Greater Speed: Phonemes are the tiniest building blocks of language. Using these small bits enables
faster processing of audio and the ability to find words and phrases within context without requiring
complex and difficult-to-maintain dictionaries.
Greater Accuracy: Today’s languages are changing rapidly. New words, industry terms, blended words,
proper names, slang, code words, brand names, and even the non-standard mixing of different languages
are all easily processed with the phonetic approach.
Greater Flexibility: Because Nexidia technology is not dictionary-based, there is no need to train the
system for dialects or accents. Additionally, Nexidia is unaffected by unique speaking styles, jargon and
even audio quality that can impact the performance and accuracy of text-to-speech methodologies, so
you get what you need faster and with less impact on your resources.
2.9.5

Voice/Speech (English and Spanish) Recognition – Ability to recognize and match the
inmate voice linked to his booking number prior to placing a call. Describe this feature
and whether it is currently available.1

Response:
VAC offers our V-PIN solution for biometric inmate identification. V-PIN provides the optimal solution for
offender identification and elimination of PIN sharing. V-PIN provides a sophisticated but elegant solution
for a problem that has faced the corrections industry for many years, using patented (US Patent
7,333,798) speaker verification technology in conjunction with all existing inmate telephones.
V-PIN is used with standard telephones requiring no special capabilities or specialized wiring that can be
prohibitive for deployment of other biometric solutions, and doesn’t require additional facility
administration. V-PIN can be disabled system-wide upon Department request.
Use of V-PIN: V-PIN “registers” the inmate’s speech pattern via his/her spoken name and compares the
registered name to the speech pattern on all subsequent call attempts using that inmate’s PIN.
Implementation of V-PIN is easier than most voice biometric solutions; V-PIN self-registers inmates via
automated system prompts and therefore no special administration is required. Upon first use of the ITS
system, the inmate will be required state his/her name following input of his/her PIN. V-PIN will request
the inmate to repeat their name up to five (5) times to ensure that a complete sampling of the voice print
has been taken.
The inmate will be required on subsequent call attempts to speak his/her name following input of PIN on
each and every call. V-PIN will compare the PIN to the recorded voice print. If the inmate spoken name
matches with the voice print stored with the PIN, the inmate will be allowed to continue with the call
process. If the spoken name does not match, the inmate will not be allowed to continue with the call
process.
V-PIN also provides continuous “moving window” voice sampling and rating technology. The call is
continually sampled to determine the rating of confidence that the current inmate speaking is the same as
the one at the start of the call. This prevents an inmate from successfully registering for a call and then
handing the handset to another inmate. The confidence thresholds can be customized as desired by
MCSO to prevent inmate hand-off without incurring common false-positive warnings.

 

SERIAL 09089-RFP
V-PIN Technology: V-PIN utilizes a speaker identification system which includes a speaker-independent
phrase recognizer for the sample given during each call. V-PIN biometric identification technology is
trained for a single voice. The system is trained to understand the pronunciations, inflections, and accents
of each individual speaker. Speakers’ stated names, even when the names sound the same, have
different phrase recognizer scores.
The speaker-independent phrase recognizer scores the name utterance. During the initial system user
training sample process the V-PIN speaker-dependent phrase recognizer establishes a phrase recognizer
utterance score for each user. The V-PIN system utilizes a hidden Markov model based speech
recognition engine to compare each collected sample to the original stored template. A score processor
coupled to the outputs of the speaker-independent phrase recognizer and the speaker-dependent phrase
recognizer determines a matched identity. A verifier coupled to the score processor authenticates the
determined matched identity. A threshold score is required to achieve a high degree of certainty before a
match is confirmed by the system.
V-PIN is Proven: The Federal Bureau of Prison recently performed a test pilot of V-PIN and is in the
process of implementing the service at each of their sites. Additionally, State DOCs and several counties
have implemented the service with great success.
When the inmate registers his name using the V-PIN solution, does he only have to do it once, the first
time he uses the system? Or, at each jail. Explain in detail how this works. (Section 2.9.5)

Response:
The VAC Focus system requires the inmate to register his or her name only once, the first time he or she
uses the system. All name recordings are stored at every site and on the HQ server. When a name
recording is updated at a site the update is copied to every site and the HQ server hourly.

The VAC Focus system allows the inmate name recordings to be stored at each location separately or
copied to all sites simultaneously depending upon MCSO’s preference. In either case the name is only
recorded once by the inmate. VAC’s recommendation to provide the most secure application is that each
inmate PIN and voice print be stored on the local server of the facility where he or she resides. When an
inmate is transferred within the facility or between facilities the JMS update will notify VAC of the change
and the inmates PIN and voice print will be automatically transferred to the new location. This is the
verbiage we used from question 5 and I believe it may be applicable for this question as well.
2.9.6

Transcribing Recorded Calls – Ability to transcribe telephone recordings to text and
export the transcription into a Microsoft Word document. Describe this feature and if it
would be available.

Response:

VAC has read, understands and is compliant. VAC will utilize the Universal
Trascription System (or equivalent product) from StartStop. Call recordings can be
searched and identified using the Shadow CDR browser. The call records so
identified can then be exported to the Universal Transcription System application.
Universal Transcription System application includes conversion of selected files to Microsoft Word and
PDF formats, with features including variable speed, bookmarks, and a start-stop foot pedal.
Does the Reverse Telephone Number Look Up feature require access to the internet? (Section 2.9.7)

SERIAL 09089-RFP
Response:
The workstation that performs the Reverse Number Look Up will have to access the Internet. This access
is via a proxy server at VAC (not the general Internet) that limits internet access to the ATT AnyWho
website.
2.9.7

Any Other Additional Investigative Tools, Features, or Creative Solutions – Describe any
other tools, features, or creative solutions that might be available to MCSO.

Response:
VAC described the EME Electronic Messaging Service and the VME Voice Messaging Service in
response 2.4.10. Both of these applications include word search tools that can assist investigators in
identifying illegal activity discussed in messages.
Following are additional investigative features of the VAC Focus platform.
Booking Photo Display
This feature can be enabled via integration to MCSO’s network so that booking photos associated with an
inmate can be retrieved. When an instance of the SpyPlayer interface (which is used control playback of
call recordings) is excuted, it will retrieve and display the inmate booking phone of the calling inmate on
the Spyplayer window as illustrated below.

SpyPlayer Window with Booking Phote Display
Response:
VAC would be pleased to provide this feature to MCSO with the initial installation of the new ITS. This
feature will require MCSO to provide an automated method for the ITS to access the desired booking
photos from MCSO IT resources which search on the basis of Inmate ID number.
Reverse Telephone Number Lookup
The call records displayed in the Shadow CDR Browser include the called number in the field headlined
‘Telephone #’ as illustrated below.

SERIAL 09089-RFP

Called numbers – click
the link to see Billing
Address of number.

The user has the option to click on the “link style” phone number, which will bring up the billing address of
the phone number (if it is a published address) as illustrated below. Multiple reverse lookup services can
be used in addition to the one illustrated.

Address Information on a Called Number (Reverse Phone Lookup)
Response:
VAC would be pleased to provide this feature to MCSO with the initial installation of the new ITS. This
feature will require MCSO to provide VAC with the URL to the reverse number lookup application that
MCSO is currently using

SERIAL 09089-RFP
Integration of Microsoft Office
The search result window illustrated below includes generic options to output data to Microsoft Office
Word or Excel (as well Adobe PDF format.

Microsoft Office output
selection

PDF format
Microsoft Excel
Microsoft Word

Integration of Microsoft Office for Platform Output
Response:
VAC would be pleased to provide this feature to MCSO with the initial installation of the new ITS. This
feature will allow MCSO operators to invoke the MS Office Professional 2007 software installed on each
workstation as per Section 2.3.15.
2.10

INSTALLATION REQUIREMENTS:
2.10.1

All costs Associated – The contractor shall be responsible for all costs associated with
the Inmate Telephone System, including purchase, installation, service, maintenance and
operation. The Sheriff’s Office shall have no responsibility for any costs associated with
the installation or on-going maintenance of the system, excluding the network.

Response:

VAC has read, understands and is compliant. All costs are to VAC and there is absolutely no
cost to MCSO.
2.10.2

Space Requirements – Please provide a of list space, environmental, and electrical power
requirements.

Response:
The Focus system equipment cabinet is mounted in standard telco racks of dimension 75” high x 22”
wide x 38” deep. VAC recommends that each rack be mounted with at least 2 – 3 feet clearance front
and back to allow for possible equipment service.
This results in a total footprint requirement of
approximately 2’ by 9’ (18 sq ft), considerably less than that currently being used by the VAC System 100.

SERIAL 09089-RFP

The electrical and environmental requirements for the location of the ITS system are specified below.
Focus System Electrical & Environmental Specifications
Environmental

Temperature: 35-90o F;
Humidity: 2-98% non-condensing

Power Requirements

115V AC, 20 amps (up to 2 required in Full-height Rack)

2.10.3

ITS System Equipment – Please provide an itemized list of all equipment components, to
include manufacture part numbers and quantity, comprising the system. (Cabinets,
Recording Equipment, Work Stations, etc.)

Response:

VAC has read, understands and is compliant.

Telephone
Qty.

Manufacturer

Part Number

Description

908

Wintel

7010SS
(or
equivalent)

Coinless Inmate Telephones with handsets

72

Wintel

7090CFS (or
equivalent)

Coinless Inmate Telephones speakerphones (no handset)

25

Ultratec

Supercomm
4400

TTDs for hearing-impaired inmates
Hardware

Qty.

Manufacturer

Part Number

Description

7

VAC

variable

Rack

8

Dell

2900 Power
Edge series
(or equivalent)

Rack Mounted Server

7

Cisco

2950 series
(or equivalent)

Ethernet Switch for rack equipment

SERIAL 09089-RFP
7

Minuteman

Endeavor
series (or
equivalent)

UPS for rack

7

Cisco

1800, 2800, or
3600 series
(or equivalent)

Router for system

Software
Qty.

Manufacturer

Part Number

Description

8

Microsoft

Windows
Server 2008

Base operating system

6

Microsoft

SQL Server
2003

Database, persistent storage

7

Dialogic

Host Media
Processing

Audio switching and resource control

1

VAC

N/A

Focus system premise-based application for IPS (including
WebITS and WebShadow)
Peripheral Devices

Qty.

Manufacturer

Part Number

Description

46

Dell

Optiplex 760

Administrative computer workstations

5

Dell

D6400

Laptop computers

2.10.4

Implementation Plan – The contractor shall submit a preliminary implementation plan
which shall include an installation schedule. Any initial installations must be completed
by the agreed upon date(s) by both parties after the contract begin date.

Response:

VAC has read, understands and is compliant. Please refer to the “Implementation Plan” tab in
this proposal response for the complete initial implementation plan.
2.10.5

Coordinating Removal of the Current ITS – MCSO is currently under contract and an
Inmate Telephone System is in place. Should a new contractor be selected as a result of
this RFP, a coordination team shall be formed for a smooth and orderly transition from
the current system to the new system. This team will consist of MCSO personnel, the
current contractor and the new contractor. This transition should cause minimum
service interruptions. A new contractor may install new cable or acquire legal rights to
the existing cable. Minimal disruption of service is required for new installation.

Response:

VAC has read, understands and is compliant. As the incumbent ITS provider, VAC can ensure a
smooth and seamless migration of the service to the new equipment proposed. Should another vendor
be awarded the contract, VAC will fully support MCSO in the transition to a new vendor, including the
export of special number data and the migration of telephone stations.
Due to space limitations, for implementation of new equipment there may be a possibility that the
equipment will have to be outside the area that it will eventually reside in. What is the power cord distance
limitation of your equipment? (Section 2.10.5)

SERIAL 09089-RFP
Response:
The Focus system requires 4-5 amps of 110V AC per server so extension cords can be sized to reach
more than 100 feet.
2.10.6

System Testing
2.10.6.1

Contractor - After cutover of any portion of the system, the contractor shall
conduct acceptance tests consistent with factory system performance
specifications.

Response:

VAC has read, understands and is compliant. Telephone stations are installed based on the
specifications of the manufacturer. VAC manufactures the Focus call processing and recording platform
and VAC installation personnel adhere to standard installation processes for this equipment. All
installation work is validated with signed statements. VAC performs a full acceptance test after
installation an cutover that exercises all of the key features of the platform. This includes verification of
each telephone operating properly.
2.10.6.2

MCSO - The Sheriff’s Office shall also complete a test regimen based upon
features and performance as specified in the contract.

Response:
VAC has read, understands and is compliant.
2.10.6.3

Action Item List – An action item list will be developed for any issues resulting
from the testing. A mutually agreed upon time table will be developed and
implemented for all action items to be resolved.

Response:
VAC has read, understands and is compliant.
2.11

Service and Reliability –The contractor must submit a detailed explanation of the
maintenance/repair plan. If the problem involved is an equipment failure, MCSO shall be
provided a root cause analysis report within thirty (30) days of the incident.

Response:

VAC has read, understands and is compliant.
2.11.1

Service Priority Levels – Trouble Tickets:
2.11.1.1

Priority Level One – A priority level one service issue occurs when the entire
system fails, a jail system fails, or multiple housing units are not operational.
A technician shall be on site and the repairs shall occur within 4 hours.

Response:

VAC has read, understands and is compliant.
2.11.1.2

Priority Level Two – A priority level two service issue occurs when one entire
housing unit is not operational. Repairs shall occur with 24 hours maximum.

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant.
2.11.1.3

Priority Level Three – A priority level three service issue occurs when one or
more telephones in a housing unit is not operational. Repairs shall occur by
the end of the next business day.

Response:

VAC has read, understands and is compliant.
2.11.2

Reporting Repair Problems – Describe the method of reporting repair problems. State
whether or not MCSO will have access to the reports.

Response:

VAC has read, understands and is compliant.
2.11.3

Escalation List – Within 10 days of award of contract, provide a list of contact names,
telephone numbers, and e-mail addresses for escalation of unresolved service requests
and issues that are not resolved.

Response:

VAC has read, understands and is compliant.
2.11.4

Service Availability - The contractor shall be available to service equipment and the ITS
system when a priority level one or two service issue occurs 365 days per year without
additional cost to MCSO. Priority level three service will be completed during regularly
scheduled work hours, Monday through Friday.

Response:

VAC has read, understands and is compliant.
2.11.5

System Checks – The contractor will perform system checks and preventative
maintenance on a monthly basis to ensure the system is operating at optimum efficiency
and performance. A system check and preventative maintenance logbook, that includes
the findings and specified action, will be maintained by the Contractor and remain at a
MCSO specified location.

Response:

VAC has read, understands and is compliant
2.11.6

Telephone Service Standards – Each instrument and phone enclosure shall be cleaned
and wiped each time it is serviced, if needed.

Response:

VAC has read, understands and is compliant.
2.11.7

Vandalism – Any act of vandalism or machine break-ins discovered by the Contractor
shall be reported immediately to the Inmate Telephone System Manager. The Contractor
will be totally responsible for any loss due to acts of vandalism or other loss.

SERIAL 09089-RFP

Response:

VAC has read, understands and is compliant.
2.11.8

System Failure – Please describe in detail the system’s failure back up plan.

Response:

VAC has read, understands and is compliant.
2.12

WARRANTY:
The contractor shall provide 100% warranty for the software and hardware of the Inmate
Telephone System for the duration of the contract at no cost to MCSO.

Response:
VAC has read, understands and is compliant. VAC will maintain the ITS service in high working order
throughout the life of the contract at no cost to MCSO. This includes remote and on-site support,
maintenance (both preventative and repair), all parts, materials, and transportation.
2.13

TRAINING:
2.13.1

Initial Training - The contractor shall provide training to familiarize all MCSO
personnel assigned to ITS duties with the operation of the workstations and the software
at no cost to MCSO. An outline of your training program, including subjects, timeframes, and schedule shall be provided with your response.

Response:

VAC has read, understands and is compliant.
2.13.2

Newly Assigned Staff Training – The contractor shall provide hands-on training to newly
assigned MCSO staff on as needed basis at no cost to MCSO.

Response:

VAC has read, understands and is compliant.
2.13.3

User Manuals – The contractor shall provide user manuals, both printed and electronic
versions, for their platform to MCSO in sufficient number as deemed necessary by the
Sheriff’s Inmate Telephone System Manager.

Response:

VAC has read, understands and is compliant.
2.14

REPORTS:

Response:
The Focus system provides 42 pre-defined standard reports. The reports will continue to be available on
demand and are accessible from any VAC-provided administrative PC or other MCSO PC with secure IP
access to the Focus call processing system. Authorized users can generate, view, and print standard
reports.

SERIAL 09089-RFP

Each standard report has a unique set of search criteria that can be used to create a custom report, with
criteria appropriate to the nature of the report. All of the reports include begin – end time criteria in terms
of date and time in hh:mm:ss. Other criteria are available depending in the type of report.
The generated reports have the capability of being queried, sorted, or filtered by fields contained in the
report. The reports can be viewed on the PC screen, printed and downloaded to a PDF or Excel file. The
Focus system maintains a record of reports that are downloaded, with the date and time of the download
and the name of the person who performed the download. The reports are indexed and tabbed on the
Focus report interface by the following categories: Financial, Inmate, System, Calls, and Numbers. The
following five tables show the available reports for each of these categories.
Financial Reports
Activity - Financial
Transactions

Inmate Deposits

Inmate Reconciliation
Refunds

Inmate/Account Reports
Released Inmates
Suspended Telephone
Accounts
System Reports
City By NPA-Nxx Search
State By NPA Search
Grade of Service Percentage Grade of
Blocking
Local Exchanges

Non Area Code/Exchange
Attempts
Inmate History Report

Inmate Directory
Inmate Transfer Report
Most Active Inmate(s)

Description
Provides a record for all inmates that contain withdrawals, deposits, call
refunds, debit calls or all financial transactions during a specified period.
Includes (a) Total Number of Financial Transactions for the Inmate and (b)
Total Number of Financial Transactions for the Facility.
Provides a record of all inmates with deposits during a specified period.
Includes the following summaries: (a) Total Inmate(s) Deposits For
xx/xx/xxxx; (b) Total Amount of deposits by Inmate; and (c) Total of All
Inmate Deposits.
Displays Debit calls placed by the inmate via the ITS for a specified period.
Includes (a) Total Call Charges and (b) Ending Balance by Inmate.
Provides a transaction report for refunds to inmate accounts. Includes (a)
Total Number of Call Refund Transactions and (b) Total Net Amount of Call
Refund Transactions.
Description
Displays inmates released from incarceration and removed from the ITS
system using Manual Transaction.
Lists all inmate telephone accounts whose calling privileges have been
suspended. Includes Total Number of Suspended Accounts.
Description
Provides the city and state for a particular NPA-NXX.
Allows the facility to locate the state for a particular NPA.
Provides phone information on a line-by-line basis for the percentage of calls
blocked during specific hourly periods.
Provides a list of all area codes and exchanges, which are designated within
the local calling area for that particular facility. This is the local calling area
for pay phones, which may be different from the local calling area for
residential or business use. Includes the Total Number of Local Exchanges.
Lists call attempts to invalid area codes. Includes Number of Calls Attempted
with Invalid Area Code/Office Code.
Displays all transactions placed by inmates over a specified time. The report
includes Debit calls, Collect calls, deposits, refunds, transfers, and/or changes
to inmate telephone list. Includes Total Inmate(s) Transactions by Type.
Displays a log of all inmates requested by facility or statewide within a
specified time. Includes Total Number of Inmates.
Displays accounts received or transferred from each facility over a specified
period. Includes Total Number of Transfers.
Displays the inmates who have initiated the highest number of completed
calls during a specified time frame.

SERIAL 09089-RFP
New Inmate(s) Report

Displays new inmates added into the system. Inmates are grouped by facility.
Includes Total Inmates Count and Total Number of New Inmates.

Calls Reports
Three-Way Call Detect

Description
Displays the number of times a 3 way call was detected. Includes the Total
Number of 3 Way Calls Detected.
Displays the total number of calls, duration, and charges for Debit calls. The
user determines the range of dates covered in the report. Includes (a) Totals
by Facility and (b) Grand Total.
Provides calls made by inmates placed on alert and calls made to telephone
numbers that have been placed on alert status during the desired report period.
The report can be obtained by entering the desired report period. Includes the
Total Number of Alerted Calls for the Facility.
Displays, per station, (a) the number of attempted calls, (b) non-accepted calls
and (c) completed calls with (d) the total duration in minutes
Displays a log of calls from specific inmates in the order that they were
placed over a specified time. Includes Total Call Transactions.
Lists inmate(s) attempts to place calls with invalid PIN numbers (including
PINs at other facilities). Includes (a) Total Calls with Invalid PIN and (b)
Total Number of Calls at This Facility by PINs at Other Facilities
Displays a log of calls from a facility in the order that they were placed. This
report displays all attempted calls. Includes the following summaries: (a)
Facility Calls; (b) Facility Minutes; (c) Total Number Of Calls [all facilities];
(d) Total Minutes [all facilities]
Lists all calls that extra dialed digits were detected within a specified period.
Includes Total Number of Calls with Extra Dialed Digits.
Provides a list of telephone numbers called more than a specified number of
times within a specified range of dates.
Displays telephone numbers called by more than one inmate (minimum
threshold is user-defined) within a user-defined range of dates and times. The
records are grouped by telephone number. Includes (a) Total Calls [identified
in this report] and (b) Total Inmates [identified in this report]
Lists calls made to user-specified telephone number(s). The wildcard (%) can
be used to search for and select number patterns. Additional search filters
include: completed calls, uncompleted calls, debit calls, collect calls, and
duration of calls. Includes Total Calls to Telephone Number.
Lists calls placed by the inmate that exceeded the user-defined parameters.
The facility may optionally select only Debit calls, Collect calls, or both
(completed calls ONLY). Includes Total Number of Inmates that Made at
Least ‘X’ Calls.
Lists calls placed by the inmate that has exceeded the user-defined total
amount of minutes for a specified range of time. Debit calls, Collect calls, or
both may be selected for the report. Includes Total Number of Inmates that
Called for at Least ‘X’ Minute(s).
Lists toll free numbers (800, 866, 877, 888 etc.) called by inmates. Includes
Total Number of Calls to Toll Free Telephone Numbers.

Daily Call Charges
(Debit)
Alert Notification

Attempts by Station
Call Detail Report
Calls from PIN not at
Facility
Chronological List of
Calls

Extra Dialed Digits
Frequently Dialed
Numbers
Multiple Inmates Telephone Numbers
Called by More Than
One Inmate
Number Dialed Telephone Number Usage

Quantity of Calls Placed

Quantity of Minutes
Called

Toll Free Numbers Called
by Inmates
Numbers Reports
Approved Telephone
Numbers Search

Description
Retrieves specific or generic telephone numbers inmates are allowed to call.
The report searches for the Inmate Phone Lists to obtain this information.
This report is sorted by inmate ID and telephone number. Includes Total
Number of Inmates with This Number in Their Approved Numbers List.

SERIAL 09089-RFP
Facility Blocked
Telephone Numbers
System Wide Blocked
Telephone Numbers
Speed Dial Search
Account Telephone
Number List
Telephone Numbers
Listed in More Than One
Account
Toll Free Phone Numbers
on Inmates List

Lists phone numbers locally blocked in the system for the local facility.
When an inmate attempts to call a number on this list, a Completion Code #2
is issued. Includes Total Number of Inmates Calling the Blocked Numbers.
Lists phone numbers globally blocked throughout the system. When an
inmate attempts to place a call to a number on this list, a Completion Code #1
is issued. Includes Total Number of Inmates Calling the Blocked Numbers.
Displays all inmates who have called the same Speed Dial Code telephone
number during a specified time.
Displays all the phone numbers on the Allowed List for one or more inmates.
Includes Total Telephone Numbers in Allowed List for Each Inmate.
Lists all telephone numbers listed on more than one inmate’s list of Allowed
numbers. Includes at Total, for all Telephone Numbers appearing in this list,
Telephone Number ‘Y’ Appeared on ‘X’ Inmate’s Lists
Lists inmates with toll free numbers (800, 866, 877, 888, etc.) on their
Allowed List. Includes Total Number of Inmate Accounts with Toll Free
Telephone Numbers on their Lists.

All of the standard reports defined above are available through the Focus system GUI illustrated below.
Generation of any report is a simple point and click operation of selecting the report category and then
clicking on the report link.

Report Category tabs

Specific Report links
- Call Reports in this
example

Standard Report Generation
There are an additional five reports available via the Shadow CDR Browser GUI. These reports are
defined in the table below.

SERIAL 09089-RFP

Investigator Calling Reports

Description

Displays tracked calls. ‘Tracked calls’ are defined as any call that has a
tracking number or a comment (entered by an authorized user in the Shadow
call monitor or CDR search tools). When the Tracked Calls report is
previewed on the screen, the user can edit allowable data and view the call
detail associated with the recording.
Report that contains detailed or summary information of calls monitored or
Calls Monitored or Call
recordings played for a specific site or for several sites. The site(s) a staff
Recordings Accessed
member is provided limited access depends on the user lever assigned.
Includes (a) Per-Site and (b) Grand Totals.
Report that contains frequently dialed numbers. Includes Total Calls to each
Frequently Dialed
Number.
Numbers
Report consisting of a bar graph that shows the number of calls by each hour
System Hourly Usage
of the day.
Report which contains a bar graph that shows phone usage by the hour for a
Phone Hourly Usage
selected phone
These reports are generated by clicking the proper link on ‘Reports’ submenu as illustrated here.
Tracked Calls

The document 100-5110-001 “Focus Inmate Telephone System Sample Reports” which is included in
the “Supporting Documents” tab of this proposal response includes examples of each standard report
described in this response. The examples will also be referenced in the following responses.
2.14.1

Ability to Customize Special Reports – The system may provide the capability to
customize reports in a form mutually agreed upon by MCSO. This is a desirable feature.
Please describe any categories in which this feature would be available.

Response:

VAC has read, understands and is compliant. VAC will continue to work with MCSO to customize
any reports needed using the Focus system ad hoc query tool (refer to response 2.4.5 for detail).
These tools allow for customization of report data from information that resides in the system database.
It should be noted that whenever possible a standard report is provided as the response for a
specific report requirement below. However, the CDR browser GUI provides an ad hoc search
capability for call records that can be keyed on any of the multitude of data that is recorded in the
CDRs. Any report criteria can be defined using this ad hoc search capability.
VAC currently provides MCSO with customized daily reports such as recorded special numbers,
concurrent inmate calls, and calls over 15. Examples of these reports are provided below:

SERIAL 09089-RFP

MCSO INMATE TELEPHONE SYSTEM
MULTIPLE CONCURRENT CALLS
Booking
#

Called #

P537112

(623) 247-1176

P557889

(623) 247-1176

Station

Seconds

D2 D1
DORM 8
6

689
219

Start Time
10/14/09
18:09
10/14/09
18:18

End Time
10/14/09
18:21
10/14/09
18:21

Location

Durations/Min

Site

1017

11:29

Durango

1017

03:39

Durango

MARICOPA COUNTY
Frequently Dialed Numbers
for 10/14/09 TO 10/15/09
Phone number called
(602) 253-2468
(602) 382-1662
(480) 380-1479
(602) 242-0184
(602) 274-7992
(602) 380-7707
(623) 772-7346
(623) 935-3062
(480) 371-7122
(623) 234-3676
(602) 262-8073

Total calls to
number
29
26
23
18
18
18
18
17
17
16
16

Other reports that we will continue to provide to MCSO are monthly reports for 3-way detect, protected
calls and telephone repair.
Below are examples of other reports that VAC has customized per MCSO’s request:
EXAMPLE 1 – V-Connect Revenue - Advanced Pay / Direct Billed for Long Distance:
Maricopa QCC
V-Connect Rev.
Mo.

Gross Rev. Amt.

Commission
@ 52%

QCC Amt To
Be Paid

Jan-09

$24,064.57

$12,513.58

$12,513.58

Feb-09

$27,536.98

$14,319.23

$14,319.23

Mar-09

$36,298.50

$18,875.22

$18,875.22

Apr-09

$32,713.38

$17,010.96

$17,010.96

May-09

$36,330.13

$18,891.67

$18,891.67

Jun-09

$29,637.00

$15,411.24

$15,411.24

Jul-09

$31,737.72

$16,503.61

$16,503.61

2009 Totals

$218,318.28

$113,525.51

$113,525.51

Notes

SERIAL 09089-RFP

EXAMPLE 2 – Local / Collect Revenue
Tot Comp
Rev

Nonsent
Local
Messages

Nonsent
Intralata
Messages

Nonsent
Local
Minutes

Nonsent
Intralata
Minutes

7/31/2009

72299.4

30109

681

100457

3489

7/31/2009

88706.65

37456

533

118588

2765

6022336005

7/31/2009

0

0

0

0

0

11180084

6022338425

7/31/2009

0

0

0

0

0

11180084

6022338426

7/31/2009

61267.2

25814

405

91180

2240

11180084

6022338427

7/31/2009

0

0

0

0

0

11180084

6023220720

7/31/2009

71926.65

30200

592

93051

2354

11180084

6023220721

7/31/2009

0

0

0

0

0

11180084

6023220722

7/31/2009

0

0

0

0

0

11180084

6023220741

7/31/2009

0

0

0

0

0

11180084

6023220742

7/31/2009

62.15

24

1

100

12

11180084

6023220743

7/31/2009

0

0

0

0

0

11180084

6024423560

7/31/2009

95545.9

40576

463

141458

2644

11180084

6024423561

7/31/2009

Comp Acct

Telephone

Comp Date

11180084

6022336003

11180084

6022336004

11180084

2.14.2

0

0

$389,807.95

$ 64,179.00

0
$ ,675.00

0

0

$ 44,834.00

$3,504.00

Finance Reports – The contractor shall list any and all reports available. Include an
example of the reports. These should include revenue and commission by jail facility and
category.

Response:

VAC has read, understands and is compliant. VAC will continue to provide billing reports to
MCSO that include various criteria such as per-call type or per-telephone station. Following are examples
of standard revenue and commission reports:
EXAMPLE 1 – Facility Summary, Collect Calls

SERIAL 09089-RFP

SERIAL 09089-RFP
EXAMPLE 2 – Station Report

SERIAL 09089-RFP

VAC will continue to work with MCSO to customize a monthly commission statement that includes the
information required by MCSO. VAC has provided samples of the customized commission reports for VConnect Long Distance and Local/Intralata traffic in response 2.14.1. Also, each monthly statement will
provide a Statement of Accuracy signed by an authorized VAC employee.
VAC will customize any report needed by MCSO using our ad hoc query tools which allow customization
of report data from information that resides in the Focus system database. An example of the
capabilities of the ad hoc query capabilities is a report listing every call detail record for a specific station
or for a specific type of call (e.g. local only).
Other Financial reports are indexed and tabbed on the Focus system report interface by the following
categories: Financial, Inmate, System, Calls, and Numbers. The following table shows available
“standard” financial reports to MCSO; examples of each can be seen in the document 100-5110-001
“Focus Inmate Telephone System Sample Reports” which is included in the “Supporting
Documents” tab of this proposal response.

SERIAL 09089-RFP

Financial Reports

Provides a record for all inmates that contain withdrawals,
deposits, call refunds, debit calls or all financial transactions
during a specified period. Includes (a) Total Number of Financial
Transactions for the Inmate and (b) Total Number of Financial
Transactions for the Facility.
Provides a record of all inmates with deposits during a specified
period. Includes the following summaries: (a) Total Inmate(s)
Deposits For xx/xx/xxxx; (b) Total Amount of deposits by Inmate;
and (c) Total of All Inmate Deposits.
Displays Debit calls placed by the inmate via the ITS for a
specified period. Includes (a) Total Call Charges and (b) Ending
Balance by Inmate.
Provides a transaction report for refunds to inmate accounts.
Includes (a) Total Number of Call Refund Transactions and (b)
Total Net Amount of Call Refund Transactions.

Activity Financial
Transactions

Inmate Deposits

Inmate
Reconciliation
Refunds

2.14.3

Description

Maintenance Reports – The contractor shall list any and all reports available and
include an example of each report. Each month the contractor will provide MCSO a
report for each preceding month, to include:

Response:

VAC has read, understands and is compliant. VAC site technicians provide MCSO a
monthly maintenance report for all maintenance activities that they perform over the month. An
example of part of a report is provided below.
Ticket #
173917
173919
173922
173923
173924
173925
173927
173929
173930
173943
173946
173950
173953
173958
173960
173962
173964
173734
174334
174333
174336
174338
174341
174344
174345
173928

ANI
6021020302
6021020015
6021020053
6021020149
6021020119
6021020151
6021020183
6021020312
6021020153
6021020249
6021020217
6021020193
6021020257
6021030003
6021030067
6021030011
6021040051
6021010397
6021010142
6021010110
6021010367
6021010112
6021010144
6021050132
6021050070
6021020089

Site Name
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
LBJ
Estrella Jail
Estrella Jail
Estrella Jail
Towers Jail
4th Ave
4th Ave
4th Ave
4th Ave
4th Ave
4th Ave
Durango Jail
Durango Jail
LBJ

LOCATION
T12B #3
T12B #4
T23B #5
T24A #2
T31B #3
T31B #4
T31B #5
T33A #1 ADA
T33A #6
T33B #3
T33B #2
I-05
I-07
flr b pod 100 pos 1
flr b pod 100 pos 3
flr g pos 3
tents pod sw pos 3
3E2 #4
3E2 #6
3E2 #5
4A2 #1
4A2 #3
4A2 #4
flr d-2 pod d pos 1
flr d-3 pod c pos 2
T33A #4

STATUS
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed
Completed

CAUSE(S)
No Dial Tone
No Dial Tone
Handset Broken/Missing
Noisy Line
Handset Broken/Missing
Handset Broken/Missing
Handset Broken/Missing
No Dial Tone
Handset Broken/Missing
Handset Broken/Missing
No Dial Tone
Jack Broken
Jack Broken
No Dial Tone
No Dial Tone
No Dial Tone
No Dial Tone
Handset Broken/Missing
No Dial Tone
Noisy Line
No Dial Tone
Noisy Line
Noisy Line
No Dial Tone
No Dial Tone
Handset Broken/Missing

RESOLUTION(S) CREATED CLOSED
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Replaced Jack
9/3/09
9/3/09
Replaced Jack
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/3/09
9/3/09
Handset Replaced
9/2/09
9/3/09
Handset Replaced
9/4/09
9/4/09
Handset Replaced
9/4/09
9/4/09
Handset Replaced
9/4/09
9/4/09
Handset Replaced
9/4/09
9/4/09
Handset Replaced
9/4/09
9/4/09
Handset Replaced
9/4/09
9/4/09
Other-Add Narrative
9/4/09
9/4/09
Handset Replaced
9/3/09
9/4/09

Partial Monthly Local Maintance Report
VAC’s primary support capability for non-routine maintenance and emergency outages resides with VAC
site technicians and the Technical Assistance Center (TAC) located in Plano, TX. All such maintenance

SERIAL 09089-RFP
activity is driven to resolution by a Trouble Ticket system which is tracked by TAC management to ensure
prompt and timely resolution of system issues.
MCSO has already been given access to the Trouble Ticket System and upon contract award, will continue
to have access to this valuable resource. VAC will continue to utilize the Trouble Ticket procedure that is
tailored to MCSO’s specific requests and requirements. Please refer to the detailed description of the
Trouble Ticket Management System (TTMS) included in response 2.11.
2.14.3.1

Telephone Repairs

Response:

VAC has read, understands and is compliant. Telephone repair will be tracked and reported in
both the Maintenance Report described in response 2.14.3 and in the TTMS.
2.14.3.2

ITS System Trouble Tickets

Response:

VAC has read, understands and is compliant. Local site technicians and the VAC TAC will
document problems utilizing the Trouble Ticket Management System (TTMS), assigning a TTMS
urgency level according to the whether the call is a Priority Level 1, 2, or 3 call.
2.14.3.3

System Reboots

Response:

VAC has read, understands and is compliant. This is no standardized report for system reboot
activity. VAC will use the existing reboot schedule or will work with MCSO to develop a schedule that is
mutually agreed upon by both parties.
2.14.3.4

System Upgrades

Response:

VAC has read, understands and is compliant. All system upgrades are reported to MCSO using
a Software Change Notice (SWCN). VAC will provide a completed SWCN form to MCSO for approval
prior to any changes being made to the Focus system. A copy of the SWCN form is provided below:

SERIAL 09089-RFP

SOFTWARE CHANGE NOTICE – SWCN_XX
Site Number

Site Name

All Sites
Action Is
PROPOSED

Reference Ticket Number(s)

PREVIOUSLY TAKEN
Implementation Date

DETAILS OF CHANGE
Why is the change required?

Software Version:

Describe the change:

Software – EXE / DLL Version:

What is the impact or risk of not making the
requested change?

Software Location:

Additional Notes:

Help Screen/User Manual Affected?

     

Yes

No

Approvals: By approving this change order the official whose signature appears below
certifies that this planned system change will not negatively impact the systrem environment.

Customer

Date

Prime

Date

VAC

Date
2.14.4

Statistical Reports - The contractor shall list any and all reports available and include an
example of each report. (Examples may include 3-Way call detections, completed calls
and attempts by disposition, number of calls by category, number of minutes by
category.)

Response:

VAC has read, understands and is compliant. VAC’s platform provides the following pre-defined
standard statistical reports:

SERIAL 09089-RFP

Calls Reports
Three-Way Call Detect

Description
Displays the number of times a 3 way call was detected. Includes the
Total Number of 3 Way Calls Detected.
Displays, per station, (a) the number of attempted calls, (b) nonaccepted calls and (c) completed calls with (d) the total duration in
minutes
Displays a log of calls from specific inmates in the order that they were
placed over a specified time. Includes Total Call Transactions.
Provides a list of telephone numbers called more than a specified
number of times within a specified range of dates.
Displays telephone numbers called by more than one inmate
(minimum threshold is user-defined) within a user-defined range of
dates and times. The records are grouped by telephone number.
Includes (a) Total Calls [identified in this report] and (b) Total Inmates
[identified in this report]
Lists calls made to user-specified telephone number(s). The wildcard
(%) can be used to search for and select number patterns. Additional
search filters include: completed calls, uncompleted calls, debit calls,
collect calls, and duration of calls. Includes Total Calls to Telephone
Number.
Lists calls placed by the inmate that exceeded the user-defined
parameters. The facility may optionally select only Debit calls, Collect
calls, or both (completed calls ONLY). Includes Total Number of
Inmates that Made at Least ‘X’ Calls.
Lists calls placed by the inmate that has exceeded the user-defined
total amount of minutes for a specified range of time. Debit calls,
Collect calls, or both may be selected for the report. Includes Total
Number of Inmates that Called for at Least ‘X’ Minute(s).

Attempts by Station

Call Detail Report
Frequently Dialed
Numbers
Multiple Inmates Telephone Numbers
Called by More Than
One Inmate
Number Dialed Telephone Number
Usage

Quantity of Calls
Placed

Quantity of Minutes
Called

Examples of each of the statistical reports described above can be seen in the document 100-5110-001
“Focus Inmate Telephone System Sample Reports” which is included in the “Supporting
Documents” tab of this proposal response.
2.14.5

Inmate Reports – The contractor shall list any and all reports available and include an
example of each report. (An example would include calls specific to one inmate by time
and date.)

Response:

VAC has read, understands and is compliant. VAC’s platform provides the following pre-defined
standard inmate reports:
Calls Reports

Description

Call Detail Report

Displays a log of calls from specific inmates in the order that they were
placed over a specified time. Includes Total Call Transactions.

Chronological List of
Calls

Displays a log of calls from a facility in the order that they were placed.
This report displays all attempted calls. Includes the following
summaries: (a) Facility Calls; (b) Facility Minutes; (c) Total Number Of
Calls [all facilities]; (d) Total Minutes [all facilities]

SERIAL 09089-RFP
Examples of each of the inmate reports described above can be seen in the document 100-5110-001
“Focus Inmate Telephone System Sample Reports” which is included in the “Supporting
Documents” tab of this proposal response.
2.14.6

Telephone Number Reports – The contractor shall list any and all reports available and
include an example of each report. (Examples may include blocked telephone numbers,
telephone numbers dialed by more than one inmate, and frequently dialed telephone
numbers.)

Response:

VAC has read, understands and is compliant. VAC’s platform provides the following pre-defined
standard Telephone Number reports:
Numbers Reports
Approved Telephone
Numbers Search

Facility Blocked
Telephone Numbers

System Wide Blocked
Telephone Numbers

Speed Dial Search
Account Telephone
Number List
Telephone Numbers
Listed in More Than
One Account
Toll Free Phone
Numbers on Inmates
List
Frequently Dialed
Numbers
Multiple Inmates Telephone Numbers
Called by More Than
One Inmate

Description
Retrieves specific or generic telephone numbers inmates are allowed
to call. The report searches for the Inmate Phone Lists to obtain this
information. This report is sorted by inmate ID and telephone number.
Includes Total Number of Inmates with This Number in Their
Approved Numbers List.
Lists phone numbers locally blocked in the system for the local facility.
When an inmate attempts to call a number on this list, a Completion
Code #2 is issued. Includes Total Number of Inmates Calling the
Blocked Numbers.
Lists phone numbers globally blocked throughout the system. When
an inmate attempts to place a call to a number on this list, a
Completion Code #1 is issued. Includes Total Number of Inmates
Calling the Blocked Numbers.
Displays all inmates who have called the same Speed Dial Code
telephone number during a specified time.
Displays all the phone numbers on the Allowed List for one or more
inmates. Includes Total Telephone Numbers in Allowed List for Each
Inmate.
Lists all telephone numbers listed on more than one inmate’s list of
Allowed numbers. Includes at Total, for all Telephone Numbers
appearing in this list, Telephone Number ‘Y’ Appeared on ‘X’ Inmate’s
Lists
Lists inmates with toll free numbers (800, 866, 877, 888, etc.) on their
Allowed List. Includes Total Number of Inmate Accounts with Toll
Free Telephone Numbers on their Lists.
Provides a list of telephone numbers called more than a specified
number of times within a specified range of dates.
Displays telephone numbers called by more than one inmate
(minimum threshold is user-defined) within a user-defined range of
dates and times. The records are grouped by telephone number.
Includes (a) Total Calls [identified in this report] and (b) Total Inmates
[identified in this report]

Examples of each of the telephone number reports described above can be seen in the document 1005110-001 “Focus Inmate Telephone System Sample Reports” which is included in the “Supporting
Documents” tab of this proposal response.
2.14.7

Telephone Call Access Reports – The contractor shall list any and all reports available
and include an example of the reports. (Examples may include access of recorded calls
and live call monitoring by users.)

SERIAL 09089-RFP
Response:

VAC has read, understands and is compliant. VAC’s platform provides the following pre-defined
standard Telephone Call Access reports:
Telephone Access Report

Description

Report that contains detailed or summary information of calls
monitored or recordings played for a specific site or for several sites.
The site(s) a staff member is provided limited access depends on the
user lever assigned. Includes (a) Per-Site and (b) Grand Totals.
Examples of this report described above can be seen in the document 100-5110-001 “Focus Inmate
Telephone System Sample Reports” which is included in the “Supporting Documents” tab of this
proposal response.
Calls Monitored or
Call Recordings
Accessed

2.14.8

Investigative Reports – The contractor shall list any and all reports available and include
an example of each report.

Response:

VAC has read, understands and is compliant. VAC’s platform provides the following pre-defined
standard Investigative Reports:
Investigator Calling
Reports
Tracked Calls

Description

Displays tracked calls. ‘Tracked calls’ are defined as any call that has
a tracking number or a comment (entered by an authorized user in the
Shadow call monitor or CDR search tools). When the Tracked Calls
report is previewed on the screen, the user can edit allowable data
and view the call detail associated with the recording.
Report that contains detailed or summary information of calls
Calls Monitored or
monitored or recordings played for a specific site or for several sites.
Call Recordings
The site(s) a staff member is provided limited access depends on the
Accessed
user lever assigned. Includes (a) Per-Site and (b) Grand Totals.
Report that contains frequently dialed numbers. Includes Total Calls
Frequently Dialed
to each Number.
Numbers
Report consisting of a bar graph that shows the number of calls by
System Hourly Usage
each hour of the day.
Report which contains a bar graph that shows phone usage by the
Phone Hourly Usage
hour for a selected phone
Examples of each of the investigative reports described above can be seen in the document 100-5110001 “Focus Inmate Telephone System Sample Reports” which is included in the “Supporting
Documents” tab of this proposal response.
2.15

PERFORMANCE SPECIFICATIONS:
Disputes/Fines/Assessments – MCSO expects the contractor to fully comply with the time frames
in this contract. However, should a dispute arise as to whether there should be a fine for noncompliance and if so, how much, the dispute will be resolved by a team consisting of two (2)
members from MCSO, one (1) member from Maricopa County Materials Management
Department and one (1) member from each of the contractors service team (i.e. call processing
provider, recording provider, etc.). Each dispute resolution team member will have one vote with
the exception of the service provider team member whose company is being considered for
assessment of the fine. This exception team member may represent his company’s position during
the discussions. A simple majority shall be required of the eligible voting dispute resolution team
members to determine the resolution. The decision will be based on the logbooks, work orders, emails, and written explanations from all parties involved in the dispute. The final decision of the
dispute resolution team will be final and binding upon all parties.

SERIAL 09089-RFP

Response:
VAC has read, understands and is compliant.
2.15.1

Jail Facility Access Security Clearance - MCSO does not allow a service contractor
access into a jail facility to perform any type of service unless a background check has
been completed (Exhibit 11, Jail Access Policy). The MCSO Facilities Security
Guidelines (Exhibit 11, Jail Access Policy) explains all the necessary requirements of
contractors performing work at such facilities. If it is anticipated that the contractor has
staff visiting the site on a consistent basis, these forms will be completed by the person
requesting facility access and the background check will be completed prior to approving
access. Once the form is filled out and submitted to MCSO, the contractor shall be
notified if approved and a jail access identification card will be issued.

Response:
VAC has read, understands and is compliant.
2.15.2

Security of Records/Recordings – The contractor shall provide adequate security of the
inmate telephone records and recordings. Access to the ITS records and recordings will
be limited to those employees of the contractor who requires the information to properly
perform services for MCSO.

Response:
VAC has read, understands and is compliant. Please refer to response 2.4.2 for a description of the
ability to assign user access privileges for all functions including access to recordings. Also refer to
response 2.3.2 for a description of the security of the VAC archival storage of recordings.
How will your company handle requests or subpoenas for information about the ITS or records/data
residing in the system from non-MCSO entities? (Section 2.15)

Response:
No information will be provided to any entity about MCSO or MCSO data unless requested by a
subpoena. All subpoenas for any MCSO data will be forwarded to MCSO for resolution or guidance.
2.15.2.1

Procedures and Controls - The contractor shall establish and maintain
procedures and controls that are adequate to assure that no information
contained in its records and/or obtained from the Sheriff’s Office or from
others in carrying out the functions/service under this Agreement shall be
used by or disclosed by it or its employees, except as required to efficiently
perform duties under the Agreement.

Response:
VAC has read, understands and is compliant. It should be noted that as the incumbent provider VAC
has already implemented such procedures and controls in coordination with MCSO.
2.15.2.2

Records/Recordings Confidentiality – Contract employees that have access to
the inmate telephone records and recordings shall be required, at a minimum,
to sign a Non-Disclosure/Confidentiality Agreement and potentially the
Federal Bureau of Investigation Criminal Justice Information Services
Security Addendum Certification.

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant.
2.15.2.3

Records/Recordings Security Clearance – Contract employees that have
access to the inmate telephone records and recordings shall be required to
complete, at a minimum, a background check and potentially a fingerprint
check.

Response:
VAC has read, understands and is compliant.
2.15.3

Legal Calls shall not be recorded without a court order.

Response:
VAC has read, understands and is compliant. VAC describes in response 2.3.3 the use of the
Special Numbers table which prevents the VAC ITS from recording any legal calls as directed by MCSO.
2.15.3.1

Discovery of Recordings – The contractor shall immediately (within two (2)
hours of discovery) bring to the attention of the MCSO Inmate Telephone
System Manager any legal telephone calls recorded in error. Corrections will
occur within a mutually agreed upon time frame.

Response:
VAC has read, understands and is compliant. VAC will notify the MCSO Inmate Telephone System
Manager immediately upon discovery of any legal telephone calls recorded in error. The VAC ITS
provides MCSO the capability to prevent these calls from being listened to.
2.15.3.2

Fines – Failure to comply with reporting of these recorded in error calls shall
result in a $500.00 fine for each day the recording error is unreported.
Further assessed penalties may apply if immediate action is not taken to
correct the problems.

Response:
VAC has read, understands and is compliant.
2.15.4

Trouble Ticket Fines
2.15.4.1 Priority Level One (1) Fine: A fine of $500.00 shall be assessed to the
contractor for every day in which a Priority Level One (1) Trouble Ticket has
not been resolved and the service is not fully restored to the affected areas.

Response:
VAC has read, understands and is compliant.
2.15.4.2

Priority Level Two (2) Fine: A fine of $250.00 shall be assessed to the
contractor for every day in which a Priority Level Two (2) Trouble Ticket has
not been resolved and the service is not fully restored to the affected area.

Response:
VAC has read, understands and is compliant.

SERIAL 09089-RFP
2.15.4.3

Priority Level Three (3) Fine: A fine of $100.00 per day shall be assessed to
the contractor for every day in which a Priority Level Three (3) Trouble
Ticket has not been resolved and the service is not fully restored to the
affected area. A 48-hour grace period will apply.

Response:
VAC has read, understands and is compliant.
2.15.5

Inmates will be able to make calls within 6 hours of notification by MCSO of permanent
housing assignment in a MCSO facility.

Response:
VAC has read, understands and is compliant. VAC’s system can accept notifications of permanent
housing assignment from MCSO on any frequency desired by MCSO (currently this is every 6 hours).
Upon the notification, the changes take place immediately and the inmate will be able to place calls.
2.15.5.1

Fine – Failure to comply shall result in a $250.00 fine per day until the
contractor is in compliance.

Response:
VAC has read, understands and is compliant.
2.15.6

Tag telephone at the demarcation point – Each telephone installed shall be “tagged”
with the telephone number at the demarcation point within two (2) days of installation.
This number will also be added to the call processing system and the recording system
within two (2) days of installation. Any cross connects will also be tagged when
reasonable.

Response:
VAC has read, understands and is compliant. Each wire pair from the inmate telephones will be
tagged at the 66 block of the demarcation is marked with a label identifying the physical location of the
telephone.
2.15.6.1

Failure to comply shall result in a $250.00 fine for each day after the problem
has been discovered and notice has been given. A 48 hour grace period will
apply.

Response:
VAC has read, understands and is compliant
2.15.7

JMS Download Fine – Failure to notify MCSO when a download of housing data from
JMS does not occur over a period of 24 hours, resulting in the inability of inmates to
make outgoing calls from the housing unit, shall result in a $500.00 fine for each day the
problem is unreported.

Response:
VAC has read, understands and is compliant.
2.15.8

Compliance of Jail Access Rules and Regulations – The contractor shall comply with all
provisions outlined in MCSO Policy DH-1, Jail Access (Exhibit 11).

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant.
2.15.9

Staffing
2.15.9.1

On Site Technicians - The contractor shall provide three (3) full-time “onsite” technicians at their expense to provide service. The technicians must
have at least two (2) years of related experience, to include installing,
maintaining, testing, and repairing voice and data communications systems
and equipment. The duties include:

Response:
VAC has read, understands and is compliant. VAC proposes to retain the current site technicians
(Messrs. Leonard, Louthan, and Menchaca). Refer to the resumes in the “Qualifications” tab of this
proposal response.
What holidays does your company observe?
(Section 2.15.9)

Any issues adhering to County observed holidays?

Based upon a previous agreement, VAC has stipulated that the VAC technicians located at MCSO
facilities will observe the MCSO Holiday schedule rather than the VAC Holiday schedule and that
agreement will continue in the new contract term.
Note also that VAC TAC has no holiday shutdowns and is open every day of the year.
2.15.9.1.1

Repair and Maintenance – The contractor shall provide service
for all inmate telephones and ITS System repair and
maintenance.

Response:
VAC has read, understands and is compliant.
2.15.9.1.2

Called Party Billing Issues – The contractor shall handle all
billing issues from the parties called by the inmates.

Response:
VAC has read, understands and is compliant. Although these billing issues can be handled by the
VAC site technicians, VAC also offers the Customer Service Center. The VAC Customer Service
Department in Plano, Texas handles end user customer service issues such as billing issues, telephone
number blocks, unblocks, rate requests, credits, refunds and customer account creation. The contact
information for the VAC Customer Service Center is:
VAC Customer Service
Telephone: 800.786.8521
Hours of Operation: Monday - Friday, 8am to 7pm Central Time
2.15.9.1.3

Complaints – The contractor shall handle all complaints from
the parties called by the inmates.

Response:
VAC has read, understands and is compliant. The VAC service technicians or the Customer Service
Center (above) can handle all complaints.

SERIAL 09089-RFP
2.15.9.1.4

Special Number Table - The contractor shall complete all import
data changes through automation and manual data entry and
provide the audit data.

Response:
VAC has read, understands and is compliant. Please refer to response 2.8 for details.
2.15.9.2

Trained Support Staff - The contractor shall maintain properly trained
support staff on the Inmate Telephone System.

Response:
VAC has read, understands and is compliant. In addition to the 3 local site technicians, VAC TAC has
12 technicians available to handle technical inquiries (Technical Assistance Center) and VAC Customer
Service has 8 representatives to handle billing inquiries. The VAC support staff (site technicians, TAC,
and customer service) are not only trained and familiar with the VAC ITS but also with the specific MCSO
environment due to our years of service.
2.15.9.3

Compliance of Code of Conduct for On Site Technicians - The On-Site
Technicians shall comply with all provisions outlined in MCSO Policy CP-2
Code of Conduct (Exhibit 12).

Response:
VAC has read, understands and is compliant.
How would VAC handle any MCSO Code of Conduct violation brought to your attention by MCSO?
(Section 2.15.9.3)
Response:
All VAC employees working in MCSO facilities must observe MCSO Code of Conduct regulations. VAC
will comply with any recommendations from MCSO regarding disciplinary action or employee termination
regarding Code of Conduct violations reported by MCSO.
2.15.9.4

Replacement of On-Site Technicians – The contractor shall replace any onsite administrator who leaves employment with the contractor, within twentyone (21) days. This replacement may be a temporary or permanent employee.
If the replacement is a temporary employee, a permanent employee (full or
part-time) will be hired by the contractor and on site within sixty (60)
business days of the date the previous employee left employment of the
contractor.

Response:
VAC has read, understands and is compliant.
2.15.9.4.1

Fine – Failure to comply shall result in a $250.00 fine per day
until the contractor is in compliance.

Response:
VAC has read, understands and is compliant.
2.15.10 Service Point of Contact – The contractor shall provide a complete list of business
telephone numbers, emergency telephone numbers, addresses, and e-mail addresses of

SERIAL 09089-RFP
the contractor’s managers, administrators, and technicians within ten (10) days of the
award of the contract.
Response:
VAC has read, understands and is compliant.
2.15.11 Public Complaints Point of Contract – The contractor shall provide a single point of
contact for any and all public complaints regarding telephone service. This service must
be provided for both English and Spanish speaking individuals.
Response:
VAC has read, understands and is compliant. The VAC site technicians and the Customer Service
center in Plano, TX (reference 2.15.9.2) will provide such support in English and Spanish.
2.15.12 Complaints of or by Contracted Employees – The contractor shall investigate any
complaints of or by contracted employees and have resolution within thirty (30) days
with notification of such to MCSO.
Response:
VAC has read, understands and is compliant.
2.15.13 Office Equipment – Any office equipment, desks, cell phones, pagers, etc., required by the
contractor’s personnel shall be the responsibility of the contractor.
Response:
VAC has read, understands and is compliant.
2.15.14 Remote and On-Site Monitoring – The contractor shall provide to MCSO on-site
monitoring during normal business hours and remote monitoring and diagnostic service,
twenty-four (24) hours a day, seven (7) days a week.
Response:
VAC has read, understands and is compliant. All MCSO Focus systems will be constantly (24 hours a
day, 365 days a year) monitored by VAC Technical Assistance Center. VAC uses an Advanced Host
Monitor network management suite for real-time network/systems status and for trouble notification. The
Focus system sends critical alarms and alerts in real-time to Host Monitor and ‘remote agents’ which are
constantly checking the system health are polled every 10 minutes. Some of the tasks performed by Host
Monitor are:
 Hardware diagnostics – All critical hardware is constantly pinged and browse access is verified
to insure it is available for call processing, database management, and storing call recordings.
 Log file monitoring – Call processing and system related log files and scanned for critical events
and corrective action is initiated by the system level constant monitoring software if necessary.
 Call activity monitoring – Call velocity monitors are established at the site level and insure calls
are processing during operational hours of the facility. When the site call velocity falls below the
configured value low velocity alarms are displayed for that site and VAC TAC will contact the
designated person to see if the site is in lock down, if there is a power issue, or if there may be a
configuration or equipment issue.
 Critical service and application status – The statuses of all services and applications deemed
critical to proper operation of the Focus systems are constantly checked.
 Scheduled maintenance tasks status – On the Focus system all maintenance tasks are
automated that can be. These include server reboots, expired call recording pruning, log file

SERIAL 09089-RFP











compression and pruning, inmate name recording replication, etc. Advanced Host Monitor in
conjunction with the system level software verifies these tasks are completed successfully at all
sites.
Disk space checks – All server disks are maintained with at least 30% free space or an alarm is
generated for VAC TAC.
Minimum available RAM check – All servers are constantly checked to insure there is adequate
free RAM available. This alarm is displayed to VAC TAC.
Excessive processor utilization check – All servers are constantly checked to insure the CPU
utilization never exceeds 90%. This alarm is displayed to VAC TAC.
Disabled inmate phones check – All sites are constantly checked to identify how many inmate
phones at a given site are disabled via the system GUI.
If this exceeds the configurable
threshold then an alarm is displayed to VAC TAC.
LIDB failures check – All sites are constantly checked for LIDB validation timeouts or bad
validation responses. If a LIDB event occurs this alarm is useful for determining if the problem is
at a single facility or network level. This alarm is displayed to VAC TAC.
Event log warnings and alarms – All site system and application event logs are constantly
scanned and errors are reported to VAC TAC.
Network events – All network components and routing are also constantly checked to insure
availability. All network and routing events generate critical alarms to VAC TAC.

Note the local site technicians also have access to the Advance Host Monitor status client and
regularly monitor the systems. VAC will provide the designated MCSO staff with access to the
Advanced Host Monitor network/site status screens if requested.
2.15.15 System Checks and Preventative Maintenance – The contractor shall perform system
checks and preventative maintenance on a monthly basis to ensure the system is
operating at optimum efficiency and performance.
Response:
VAC has read, understands and is compliant. .
2.15.16 Coordination of Services – All changes in present and future services shall be
coordinated with the Inmate Telephone System Manager, or designee.
Response:
VAC has read, understands and is compliant.
2.15.17 Coordination of Maintenance – All operational maintenance shall be coordinated with
the Inmate Telephone System Manager, or designee.
Response:
VAC has read, understands and is compliant.
2.15.18 Telephone Cleaning at Time of Service – All exterior of equipment as well as interior and
exterior enclosures shall be cleaned at the time of each service. Labels or information
cards will be replaced when missing or damaged.
Response:
VAC has read, understands and is compliant.
2.15.19 Clean Up and Debris – The contractor shall clean up and remove all debris and
packaging material resulting from work performed.

SERIAL 09089-RFP

Response:
VAC has read, understands and is compliant. VAC’s service and installation technicians will be
responsible for the removal of all packing crates, boxes, paper, packing materials, and all other
extraneous materials resulting from installation or maintenance work. All removal will be at no cost to
MCSO.
2.15.20 Project Plan – The contractor shall provide a detailed project plan, including a Gantt
Chart, stating all tasks, milestones, and target dates for the initial project.
Response:
VAC has read, understands and is compliant.
An initial Gantt Chart is provided in the
“Implementation Plan” tab of this proposal response. The plan will be refined into a final plan agreed by
MCSO and VAC immediately after contract award.
2.15.21 Statement of Work – The contractor shall provide a statement of work and obtain MCSO
approval for any and all software changes prior to the installation of the software
change.
Response:
VAC has read, understands and is compliant. VAC will provide MCSO with a SWCN at any time
software is to be updated.
2.15.22 Installation, Replacement, and Repair Cost – The contractor shall be responsible for
installation, replacement, and repair cost of all equipment due to any reason including,
but not limited to, vandalism, normal wear and tear, and new installation requirements.
Response:
VAC has read, understands and is compliant.
2.15.23 Cost of Installation, Monthly Usage and Maintenance of Telephones – All expenses
involved with the installation, monthly usage, and maintenance of the contractorinstalled telephone lines shall be borne solely by the contractor.
Response:
VAC has read, understands and is compliant. VAC’s proposed Inmate Telephone Service (ITS)
solution is manufactured, installed, maintained, and operated completely by VAC. There is no cost to
MCSO involved in VAC’s proposed ITS solution.
2.15.24 Credit and Collection Practices – The contractor shall adhere to reasonable credit and
collection practices.
Response:
VAC has read, understands and is compliant.
2.15.25 Pre-Pay Account Capability – The contractor shall have a program that allows called
parties to set up a pre-pay account for those who are categorized as un-billable by virtue
of their selection of an alternative local or long distance carrier for service, enabling
families to quickly communicate with incarcerated individuals. Please describe your
program.

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant. VAC proposes its value-added Prepaid Collect service
V-Connect, which is targeted for customers unable to receive standard inmate collect calls (e.g. CLEC,
cellular users, and International customers) because those standard collect calls cannot be billed to the
called party’s LEC phone bill. Using this option, the Prepaid Collect application will automatically be
implemented upon receipt of a non-billable response from VAC’s validation services during a collect call
set-up. Following is a description of the V-Connect service.
When collect calls are attempted to a telephone number that will not accept traditional collect and thus
are blocked (e.g. call to international number, cellular number, or office number), V-Connect is invoked
and the called party will receive an automated voice prompt stating:
"You have a Value Added Communications collect call from [recorded Inmate Name] at [specific
MCSO facility]. This telephone will not allow collect calls to be billed from this location. To
receive calls, you can be connected to our account center and set up an account immediately by
dialing 9 now. If you do not dial 9 now but want to receive future calls from this location, please
log onto www.myvconnect.com or call 1-800-913-6097 and establish an account. To repeat this
message dial 3 now. To talk to this inmate for a one minute one-time courtesy call dial 5 now.”
If the called party dials a ‘5’ the inmate will be allowed a one-time, complimentary 60 second call
to facilitate the account setup process with the called party so that future calls to the telephone
number can be completed. This one-minute facilitation call is a patented feature unique to
VAC’s V-Connect Prepaid Collect service.
After the free call to the called party is used the called party will no longer be offered the free call option in
any subsequent V-Connect introductory messages.
Other than the one-minute option described above, the inmate placing the call will be played a message
stating that the called party cannot accept collect calls yet and to please try again later. The inmate will
be asked to wait at least 30 minutes before trying to call the number again in order to provide the called
party time to establish an account.
Up to five attempts will be allowed to a telephone number that requires this alternative billing option via VConnect. After the five call attempts without the called party opening a V-Connect account, calls to the
number will no longer be allowed and will be blocked. The account must then be established manually.
V-Connect Funding Options: If the called party elects to be transferred to a VAC’s Customer Service
Center in Plano Texas or logs onto www.myvconnect.com an account can immediately be set up through
a variety of payment options including credit cards or through secured payments such as money orders
and cashier’s checks.



Credit card transactions will be applied immediately and inmate calls allowed within
approximately one half hour.
Secured payments such as money orders and cashier’s checks are accepted at VAC’s payment
processing center and inmate calling is allowed upon receipt and processing of payment.

VAC is continually working to establish payment outlets that are convenient and accessible to the
inmate’s friends and family.

SERIAL 09089-RFP

V-Connect Web Interface (www.myvconnect.com)
Once an account is established, calling will be allowed as long as funds are available in the account. As
the account balance nears zero, the called party will be played at the beginning of the call a message with
instructions to contact the call center or go on-line to www.myvconnect.com to add funds to the account
so that calling is not interrupted. As an ongoing call nears zero balance or the site threshold, the system
will begin to play a warning message. This is referred to as the critical limit.
Calls are blocked at the point the remaining balance is less than the average cost of a call. This is
referred to as the block limit. When a Pre-Paid account has been blocked for depleted funds, the user
can replenish his account at the VAC web site www.myvconnect.com or contact the VAC customer
service center in Plano by dialing 1-800-913-6097.



Customers that replenish their account with a credit card will be un-blocked by the system within
one half hour of payment.
Customers that pay with other means of payment will be blocked until payment is received and
processed by VAC.

When an inmate attempts a call to an account with a zero balance, a VAC IVR will send a message to the
called party that an inmate has attempted to call their account but the call was blocked due to an
insufficient balance. To replenish their account, the party can press the digit designated in the IVR
announcement, go on-line to www.myvconnect.com or contact VAC at 1-800-913-6097. Upon
replenishment the block will be removed.
2.15.26 Direct Bill Account Capability – The contractor shall have a program that will allow
legal representatives to set-up a monthly billing account for those who are categorized as
un-billable by virtue of their selection of an alternative local or long distance carrier for
service, enabling law firms to quickly communicate with incarcerated individuals. Please
describe your program.

SERIAL 09089-RFP

Response:
VAC has read, understands and is compliant. VAC offers direct billing to selected customers (typically
attorneys and bail bond companies). These customers are billed directly by VAC rather than the standard
LEC billing process. VAC will contact each of these direct-billed clients by phone to ensure that the
responsible party is aware that collect calling is being billed to their accounts. This process is in place
and will be continued.
2.15.27 Sale of International Calling Cards – The contractor shall have a program that provides
International Calling Cards to be purchased by MCSO and sold in the Inmate Canteen,
allowing calls outside of the United States. Please describe your program.
Response:
VAC has read, understands and is compliant. Prepaid cards for international calls will be provided to
MCSO at a cost per card less MCSO’s contracted commission. MCSO would sell the card to the inmate
at the total face value plus any applicable taxes.
Upon purchase of the card, the inmate simply scratches off the hidden PIN and can begin use from any
inmate telephone. The VAC Focus system supports international dialing, and the circuits will be set up to
provide for international calling.
The cards can be sold to the inmate through the commissary. VAC will not charge a fee for the sale of
calling cards.
2.15.28 Notification of Discovery of Recorded Legal Telephone Calls – The contractor shall
notify MCSO within two (2) hours of discovery of any legal, or telephone calls to
numbers in the Special number Table, that were recorded in error.
Response:
VAC has read, understands and is compliant. VAC site technicians will continue to run the “Recorded
Special Numbers” report daily. Any discovered instances of such recordings (which usually occur when
the number is called prior to MCSO being aware that it is a legal or other non-recorded number) being
discovered are reported immediately to the MCSO.
2.16

COUNTY/MCSO RESPONSIBILITIES:
2.16.1

Network – The ITS Network shall be maintained by MCSO.

Response:
VAC has read, understands and is compliant.
2.16.2

Self-Manage Telephone Number Blocks and Reports - MCSO shall handle all blocking of
telephone numbers and pulling on-line reports when necessary.

Response:
VAC has read, understands and is compliant. MCSO will have the ability to self-manage all blocking
of telephone numbers and can pull on-line reports from VAC’s proposed Focus system. MCSO’s
dedicated site administrators will also be available to assist whenever necessary.
2.16.3

Contractor On-Site Technician Office Space – MCSO shall provide office space and
telephone service through the MCSO phone system for the three (3) on-site technicians.

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant.
2.16.4

Inspections – The Inmate Telephone System Manager, or designee, may conduct
inspections as deemed necessary to insure strict compliance by the contractor with all
provisions of this contract.

Response:
VAC has read, understands and is compliant. VAC welcomes inspections to insure strict compliance
with all provisions of this contract.
2.16.5

Right to Audit – Maricopa County, or MCSO, may conduct inspections of gross receipts
on telephones, on an unannounced basis, for the purpose of revenue and commission
verification. Such access and inspection shall be made in the presence of the
contractor’s representative.

Response:
VAC has read, understands and is compliant. VAC fully understands and supports the right of MCSO
to audit all aspects of our service, including call detail, costs and compensation. In fact, we encourage
the establishment of a regular review session with MCSO, which may be monthly, quarterly, bi-annually or
annually. This process works extremely well towards assuring the customer of accuracy and superior
customer service, and encourages collaboration to ensure our mutual success.
2.17

RATE AND COMMISSION STRUCTURE:
2.17.1 Call Rates - Fair and reasonable rates to the families of inmates are an important part of
the phone system. Charges for calls shall not exceed Federal Communications
Commission Rates, and must be in compliance with Arizona Corporation Commission
tariffs and schedules.

Response:
VAC has read, understands and is compliant. The call rates will not exceed FCC rates and will continue
to be in compliance with Arizona Corporation Commission tariffs and schedules.
2.17.2

Notification of Rate Changes – MCSO shall be notified in writing of any proposed
increases or decreases in the rates charged.

Response:
VAC has read, understands and is compliant. VAC will notify MCSO in writing of any proposed rate
changes.
2.17.3

Detailed Pricing Structure - Provide a detailed pricing structure for all types of calls.
Identify all surcharges, administrative fees and per minute fees associated with all types
of telephone calls specified in this contract.

Response:
VAC has read, understands and is compliant. This information is included in Attachment A of this
proposal response.
2.17.4

Other Fees – State whether or not there are any products, call types, fees, and/or revenue
generating services offered in your contract that do not include payment of a commission
to MCSO. If so, please list and state the reason.

SERIAL 09089-RFP

Response:
VAC has read, understands and is compliant. This information is included in Attachment A of this
proposal response.
2.17.5

Commission Payment(s) and Accountability
2.17.5.1

The commission offered to MCSO shall be based on total gross revenues (as
outlined in the detailed pricing structure), with no deductions for fraud, bad
debt, uncollectible, or un-billable calls. No deduction shall be made for any
cost of providing the service(s) described.

Response:
VAC has read, understands and is compliant. VAC will calculate the offered commission against Total
Gross Revenue with no deductions for fraudulent, bad debt, un-billable or uncollectible calls. VAC
defines Gross Revenue as the revenue generated from all inmate telephones installed by VAC within
MCSO’s facilities through all calling types traditional collect, prepaid collect, and inmate paid debit at the
contracted per call surcharge and per minute rates (as applicable) with no deduction for fraudulent, bad
debt, un-billable or uncollectible calls.
There will be no deduction for access line charges, equipment and personnel expense. Gross Revenue is
less any taxes or tax like surcharges as mandated by any government entity and added to the cost of the
call.
To calculate the MCSO’s monthly commission revenue, VAC will simply take the Total Gross Revenue as
defined above and multiply this total by the proposed commission percentage.
2.17.5.2

Commissions shall be paid monthly and sent to: Inmate Telephone System
Manager, Maricopa County Sheriff’s Office, 102 W. Madison St., Basement,
Phoenix, Arizona 85003.

Response:
VAC has read, understands and is compliant. VAC will pay commissions on a monthly basis to MCSO
at the address above.
2.17.5.3

Payment shall arrive no later than thirty (30) days following the calendar
month for which commissions are being paid. Failure to submit commissions
within sixty (60) days following the billing month gives the County the right to
impose and collect interest at the maximum legal rate for all late payments.

Response:
VAC has read, understands and is compliant. Commission payments will be made to MCSO within
thirty (30) days after the closing of the billing cycle.
VAC understands that if we fail to submit commissions within sixty (60) days following the billing month,
that MCSO has the right to impose and collect interest at the maximum legal rate for all late payments.
2.17.5.4

Failure to pay accurate commissions on a regular, monthly basis shall be
grounds for cancellation, without penalty, of agreement executed as a result
of the RFP.

Response:
VAC has read, understands and is compliant.

SERIAL 09089-RFP

2.17.5.5

A monthly inmate telephone commission and summary report that includes, at
a minimum, the following information shall to be sent to the Inmate Telephone
System Manager: date of report, time period covered, total number of calls
by category, total number of minutes by category, total gross revenue (as
defined above).

Response:
VAC has read, understands and is compliant. Please refer to “Customized Reports” under response
2.14.1 and “Finance Reports” under response 2.14.2 for samples of VAC’s current monthly inmate
telephone commission and summary reports.
2.17.6

Billing Agreements – Contractor shall provide a list of telephone providers that have
billing agreements with the contractor for local and long distance calling.

Response:
VAC has read, understands and is compliant. VAC will maintain standard Local Access Transport
Areas (IntraLATA and InterLATA) as established by AT&T. VAC will utilize the AT&T IntraLATA and
InterLATA areas based upon each location’s originating NPA/NXX.
VAC continue to use local circuits provided by Qwest and long distance circuits
provided by AT&T or a similar operator.
VAC maintains billing arrangements with all primary LECs and many CLECs; currently ~ 1,100 Operating
Company Numbers (OCN’s) are serviced. The complete list of telephone providers with which VAC has
billing arrangements for local and/or long distance calling is provided in the “Supporting Documents” tab
of this proposal response under the heading “VAC Billing Agreements by Operating Customer
Number (OCN).”
2.18

ACCEPTANCE:
Upon successful completion of the performance period, the system shall be deemed accepted and
the warranty period begins. All documentation shall be completed prior to final acceptance.

Response:
VAC has read, understands and is compliant.
2.19

FACILITIES:
During the course of this Contract, the County shall provide the Contractor’s personnel with
adequate workspace for consultants and such other related facilities as may be required by
Contractor to carry out its obligation enumerated herein.

Response:
VAC has read, understands and is compliant.
2.20

DELIVERY:
It shall be the Contractor’s responsibility to meet the proposed delivery requirements. Maricopa
County reserves the right to obtain services on the open market in the event the Contractor fails to
make delivery and any price differential will be charged against the Contractor.

SERIAL 09089-RFP

3.0

IMPLEMENTATION PLAN:

Response:
VAC proposes to install new Focus systems and new telephone instruments. The Focus system is
designed to support the high volume of calling activity generated by MCSO. VAC will deploy five
networked systems to serve the needs of all MCSO facilities. The MCSO facilities and the planned
deployment of Focus systems to support them are listed below.
Jail Facility
# Phones
4th Ave. Jail
306
Central Intake
72
Lower Buckeye Jail
263
Durango Jail
100
Towers Jail
91
(Jail 71)
(Tents 20)
Estrella Jail
142
(Jail 112)
(Tents 30)
Medical Center-Ward 41
6
Avondale (Closed)
0
Mesa (Closed)
0
Madison St. (Closed)
0

[Focus system in Facility]
(Served by 4th Ave. Jail Focus system)
[Focus system in Facility]
[Focus system in Facility]
[Focus system in Facility]
(Served by Towers Jail Focus system)
(Served by Towers Jail Focus system)
[Focus system in Facility]
(Served by Estrella Jail Focus system)
(Served by Estrella Jail Focus system)
(Served by 4th Ave. Jail Focus system)

The proposed ITS and all other related hardware, software, inmate telephones, and wiring required will be
installed in a manner and under a time frame designed to minimize disruption to the facilities. VAC’s
service and installation technicians will be responsible for the removal of all packing crates, boxes, paper,
packing materials, and all other extraneous materials at VAC’s expense.
Note that the project plan provided here includes all of the activities of a standard implementation plan,
but that some of the activities are zero duration in the case of MCSO because existing capabilities of VAC
as the incumbent service provider can be transitioned to the new system implementation.
For purposes of the initial implementation plan provided in this proposal response, the contract award
date (also implementation start date) is based on the sample project plan timeline (Exhibit C). The plan
provided here is based on 5 day work weeks but could be expedited with extended hours or work weeks
as required to accommodate MCSO’s schedule.
VAC will ship, install, and migrate service to the new telephones as soon as they are acquired. Since
VAC is the incumbent platform provider, these phones can be installed and put in service before the new
ITS equipment is delivered and installed.
The following table is a summary of the installation planned for each of the sites as defined by the
implementation plan. The dates shown in the table are for the full ITS system and do not include the
installation of the telephones, which will occur several weeks prior to the ITS installation and cutover
(Exhibit C).
Can you speed up your implementation time line? If so, how, and still meet our requirements?
Response:
Yes, as the incumbent system provider, VAC has the ability to begin the implementation process prior to
completion of the current contract term without affecting the operation of the current system. Inmate
telephone sets can be replaced and (given sufficient advance award notification) VAC can have the new
Focus system installed and tested at MCSO facilities and ready to cut into service prior to the end of the
current contract period. No other vendor has this capability without risking service interruption on the
current system.

SERIAL 09089-RFP

MCSO Facility

Phones

Proposed
Start and End Date

Comments

Durango

100

6/1/10 – 6/8/10

Focus System in Facility

Towers Jail

91

6/8/10 – 6/15/10

Focus System in Facility

Estrella Jail

142

6/15/10 – 6/22/10

Focus System in Facility

Lower Buckeye
Jail

263

6/22/10 – 7/2/10

Focus System in Facility

4th Avenue Jail

306

7/2/10 – 7/19/10

Focus System in Facility

Central Intake

72

(above)

‐ Served by 4th Ave. Jail System

Medical - Ward 41

6

(above)

‐ Served by 4th Ave. Jail System

Intel Division

0

7/19/10 – 7/20/10

Workstations Only

The table below describes the planned activities from the Contract Award to Project Complete milestones.
Some of the tasks are sequential while others are concurrent.

Tasks and Milestones

Contract Award [Milestone]

Description
Although the implementation has been planned prior to this
milestone, this initiates the execution of the implementation
project.
Project Initiation and Facility Planning
This initial planning meeting will confirm RFP data plus any
required updates:

Project Definition Meeting



Site Contact Names, Phone Numbers, Fax Numbers.



Confirm quantity of inmate phones and planned
expansion information.



Detail any specialized equipment required (pedestals,
special mounting options, ADA, TDD phones, etc.)



Time Schedule to include start & end dates, site priorities
and special requirements or limitations will be taken into
consideration during this process.



Security Clearance – procedures and forms for
installation team.



Miscellaneous – identification of known technical
requirements, applicable regulations, and administrative
issues.
One of the prime outputs of this meeting should be a draft
Statement of Work (SOW). This should be refined for
Final Project Definition.

NOTE: Allow for 3 days after contract award to allow for
scheduling of all participants.
VAC issues detailed meeting minutes for review by both parties.
Issue Report of Meeting

NOTE: Assume 3 business day period for review prior to Final
Project Definition.

SERIAL 09089-RFP

Final Project Definition

Opportunity for MCSO and VAC to refine any disagreements
regarding the Project Definition Meeting, and refine the project
definition if necessary. Formalize Scope of Work. Formalize
the Project Plan.

Project Definition Finalized
[Milestone]

An agreed project plan has been finalized. Formal Installation
Work Starts.
Begins the material acquisition and installation planning process.

VAC Issue Service Orders

VAC Security Clearance (for
Site Surveys)

Site Survey for [Facility]

NOTE: This can begin prior to the Project Definition Finalized
milestone (based on RFP information) but cannot complete until
after that milestone to account for adjustments from the final
plan.
VAC will supply all information on employees and subcontractors
(if applicable) who will participate in the site survey for the
purpose of a security check and clearance. MCSO will issue
clearances.
NOTE: VAC does not anticipate any need to perform the site
surveys due to our familiarity with the facilities. Thus this task is
showing as COMPLETED in the initial project plan.
The VAC implementation team will assess the specific needs of
the installation of the facilities in the specific geographic area.
This may include special site preparation, additional cabling,
special install tools, etc. This includes travel time.
NOTE: VAC does not anticipate any need to perform the site
surveys due to our familiarity with the facilities. Thus this task is
showing as COMPLETED in the initial project plan.

System Architecture
Verification

Review and final approval of the architecture and verification off
all components and facilities for ordering.

Establish ITS Cutover Plan

VAC customizes the plan to ensure that conversion to the new
Focus ITS goes smoothly and without interruption of service.

Site Staff Training Preparation

Identify the facility employees working with the system to be
trained on operating the Focus ITS, and provide a User ID and
password for each. Prepare training materials for all students.
Acquisition and Manufacture

Acquisition of Telephone Sets

Acquisition of new telephone sets to be installed at MCSO.
Telephones will be shipped directly to the MCSO facilities via
common carrier.

Ship Telephones to MCSO
NOTE: Since there are deliveries to multiple sites, equipment for
each site is shipped as soon as manufacture is completed.
Manufacture Focus ITS
Equipment
Order Additional Telco VOICE
Circuits for the Focus ITS
Order Additional Telco DATA

Acquisition of Focus system components; manufacture of the
Focus ITS systems to be installed at MCSO.
If required, order additional PSTN circuits for the Focus ITS
serving the inmate phones are ordered.
NOTE: At this time VAC does not anticipate additional Voice
circuits being required.
If required, DSL, frame relay (or other) network circuits that will

SERIAL 09089-RFP
Circuits for the Focus ITS

connect the Focus system to the VAC Back Office & TAC are
ordered.
NOTE: At this time VAC does not anticipate additional Data
circuits being required.

Develop Inmate User
Information Literature

Updated instructions to inmates on how make calls with the new
Focus ITS. This may include additional features such as voice
PIN verification.
The information is posted directly on the inmate telephone set
and is also available as quick reference cards. English and
Spanish versions shall be provided.
Equipment will be shipped directly to the MCSO facilities via
common carrier.

Ship Equipment to MCSO
NOTE: Since there are deliveries to multiple sites, equipment for
each site is shipped as soon as manufacture is completed.
Network and JMS Integration

Meeting with Network / IT
Groups

Confirm Connectivity
Requirements

Develop and refine plan for integration of Focus to the ITS
network and the JMS integration.
NOTE: VAC platforms is currently integrated in the ITS network
and with the JMS, so only the integration of the RAS should be
significant.
If required, order additional PSTN circuits for the Focus ITS
serving the inmate phones are ordered.
NOTE: VAC platforms is currently integrated in the ITS network
and with the JMS, so only the integration of the RAS should be
significant.
Integration of the VAC platforms to the MCSO ITS network,
including connectivity and firewall configuration.

Inter-Facility Connection

NOTE: VAC has already accomplished this integration as the
incumbent service provider. Thus this task is showing as
COMPLETED in the initial project plan.
Integration of the VAC platforms the JMS, allowing push of
information from the JMS to the ITS.

Develop JMS Interface

Test Data Networks & JMS
Data Transfer

NOTE: VAC has already accomplished this integration as the
incumbent service provider. Thus this task is showing as
COMPLETED in the initial project plan.
Verify that the network scheme provides connectivity of the
platforms within the ITS network and to the VAC back office &
TAC; verify the interface between the JMS and the VAC ITS.
NOTE: This functionality is already active in MCSO. Thus this
task is showing as COMPLETED in the initial project plan.

Integrate RAS Server

Integration of the Remote Access Server provided by VAC (RFP
2.3.16) and verification that the laptop workstations can access
the ITS network via VPN.
MCSO Installation and Cutover

Voice Circuits installed by

Duration of lag from "Order Telco VOICE Circuits" is dependent

SERIAL 09089-RFP
Telco [Milestone]

on Telco's promised delivery timeframe.
NOTE: At this time VAC does not anticipate additional Voice
circuits being installed.

Data Circuits installed by Telco
[Milestone]

Duration of lag from "Order Telco DATA Circuits" is dependent on
Telco's promised delivery timeframe.
NOTE: At this time VAC does not anticipate additional Data
circuits being installed.
Installation and Cutover (By Facility)

Telephone Unpacking,
Installation, and Migration

As the incumbent platform, VAC can install new phones and
migrate service to these phones prior to the installation of the
new Focus systems.

ITS Installation Team on Site
[Milestone]

Installation team is on site and begins the site work for
installation of the Focus ITS and migration/cutover.

Equipment Site Delivery and
Unpacking

Equipment was delivered directly to the sites via common carrier
prior to the installation team arrival. VAC personnel will unpack.

System Installation

This includes on-premise Focus ITS system, routers,
workstations, and any other equipment.

Verify VAC Back Office - Site
Data Circuits

Assures that the data circuits between the VAC Data Center and
site are operating properly. This data connection is vital to the
installation and turn-up of the Focus system.
Also verify connectivity of the Focus ITS to HQ server.

Software Installation and
System Configuration

This includes installation of the station and trunk line cards,
programming configuration of the Focus ITS and call
announcement scripting/branding.

Site Users Training

Designated users will be trained to operate the system and the
particular needs of the facility. Includes travel for trainer.

System Testing and
Certification

VAC’s installation team successfully completes a full system
testing and certification process to insure that all system features
and functionality are operating correctly and are ready for system
cutover.

System Cutover

Inmate phones are cutover to new Focus ITS and test calls
placed from each physical inmate telephone to assure that each
is functional and operating correctly. VAC understands that this
process is to be completed within a single 10-hour maintenance
window, allowing for system fallback if necessary.

Final Acceptance [Milestone]

Installation and cutover is complete and State staff takes charge
of the system at this site.

The initial estimated project schedule (Gantt) is provided in Exhibit C. This schedule will be coordinated
with MCSO to provide a jointly agreed final baseline schedule.
Describe in detail your quality assurance process for implementation of a new system, troubleshooting a
reported problem and roll out of new features.

SERIAL 09089-RFP
Response:
VAC understands that product and service quality is based on adherence to clear, consistent, and
specific requirements. VAC has two top-level documents that form the baseline of quality assurance
practices, which in turn reference multiple specific process documents. The two baseline documents are:


100-1029-001 Procedure – Quality Assurance Departmental Processes



100-1009-001 Procedure – Quality Assurance Plan

Following is a synopsis of the VAC quality assurance process as defined by the documents above.

New Product
Introduction

• Review new product requirements, both Internal and
External
• Participate in CCB meetings

Support Existing
Product

• Create and track customer specif ic Change Requests
• Participation in all VAC Mgmt. Improvement Teams
• Work closely with TAC on S/W Installation issues

TEST
(New and Existing
Product)

Quality
Assurance
Documentation

Audits
(Internal & External)

Reliability

• QA Test (Major Emphasis) and System Test
• Conf irm product meets all Internal and External Requirements
• Conduct Final QA Testing in Manuf acturing
• Help to standardize VAC products
• Conf irm and assist in resolving Field Reported Problems

• Control and distribute Documentation Numbers
• Store all released documents in a controlled Master
Documentation Directory
• Sof tware Change Notice (SWCN) control (Create, Control, and File)
• Create/Update all User Manuals and Help Files
• Final review and approvals f or all DevTrack PRT Closures
• Distribute Customer Release S/W to an External Storage Facility

• Conduct Internal Departmental Audits
• Conduct Vendor / Supplier Audits

• Create Reliability Models
• Calculate Reliability numbers (FITS, MTBF,
Availability, Downtimes, etc.)

VAC Quality Assurance Process

NEW PRODUCT INTRODUCTION


Review new product requirements, both internal and external




Review new product requirements in order to determine how to test for acceptance and to help
create test plans.

Participate in CCB meetings

SERIAL 09089-RFP


Review documents in the CCB meetings prior to release. The CCB meetings are also used to
review new customer requirements and to discuss new software releases.

SUPPORT EXISTING PRODUCT


Create and track Customer Change Requests


Change Requests are created due to field problems, based mainly off of TAC Trouble Tickets
(TT's). For all customers an internal PRT is created for tracking purposes, even information from
a SWI is pulled and created into a PRT.



Participate in all VAC Management Improvement Teams


A number of improvement teams are created to help resolve both immediate and long-term
issues. The teams may only exist until the immediate problem is resolved while other teams may
involve long term meetings, typically held weekly, that are put in place until the long term
problems are addressed. The teams are created by upper management when deemed
necessary.

TEST (NEW AND EXISTING PRODUCT)


QA test (Major Emphasis) and System Test




Confirm products meet all Internal and External requirements




A Final Manufacturing QA test is conducted on all systems that have been built, tested, and is
ready for customer shipment. A Final QA test procedure has been released and is followed. The
Final QA test results are documented and stored for each system that has been QA'ed.
Reference the Final QA System Test Procedure (100-1066-001).

Help to standardize VAC products




All requirements are reviewed prior to testing, for both the internal and external requirements. The
QA group will test against the provided customer requirements or incorporate the requirements in
a QA test plan.

Conduct Final QA testing in Manufacturing




QA Test is the major emphasis but presently System Test is also being conducted by the QA
group. QA will run in-depth testing on new products, while on existing product more emphasis is
put on testing the specific areas that have had changes incorporated.

When systems are QA'ed S/W standardization is reviewed closely. All products and all customers
should receive the same high quality and professional product. If a new product or S/W release is
ready for distribution QA will review the S/W to ensure that the same high quality standard has
been met. If a discrepancy is found a PRT will be submitted, requesting for the S/W Development
department to correct the problem.

Confirm and assist VAC in resolving field reported problems


Most field reported problems are reported to the Technical Assistance Center (TAC) and then
forwarded to QA for confirmation or as a special request to try to duplicate the problem. If the
problem can be duplicated by QA then the problem is immediately forwarded to S/W
Development for resolution.

DOCUMENTATION


Control and Distribute controlled document numbers




All document numbers are controlled and tracked by the QA department. Each department is
assigned a certain controlled group of numbers that will be used for procedures, templates,
forms, etc. All documents are stored under a shared read-only directory, under the VAC shared
drive, with every employee having access.

Store and Release documents from a controlled Master Documentation Library

SERIAL 09089-RFP




Software Change Notice (SWCN) control (Create, Control, and File)




All User Manuals and Help Files are written by the Technical Publications group, which falls
under the QA department. The Marketing group is required to review and approve all User
Manuals or Help Files prior to release. The user Manuals can be sent to the customer via
electronic copy, hardcopy, CD or a combination of the three. The Help Files are installed into the
base S/W and can be accessed via a GUI interface.

Final review and approvals for all DevTrack PRT closures




Software Change Notices (SWCN's) are controlled by QA. All SWCN numbers are released by
QA and stored in a SWCN library that contains all SWCN's. SWCN's are sent to the customer to
notify them of any S/W change that will be implemented at their site/s. All SWCN's require
signature approval from the VAC Program Manager, the Prime, and the Customer prior to
installing any S/W at a customer site.

Create/Update all User Manuals and Help Files




QA controls the VAC Master Documentation library. Every employee has direct access to the
library and each individual department has their own individual section. All documents can be
searched via a search button and each section can be sorted, allowing easy access and helpful
steps to locate any document.

All VAC PRT's are eventually sent to the Quality Assurance Team. The PRT's are then reviewed
by a QA representative, and if found acceptable, QA can close the PRT. No other group can
close a PRT except for the Quality Assurance team. If QA does not believe the PRT should be
closed or if they feel additional work needs to be done, they will forward the PRT back to the
sender or forward the PRT to the Program Review Committee (PRC) for further review.

Distribute customer release S/W to an external storage facility


The QA group is responsible for sending any pertinent S/W release to an external storage facility
for safekeeping. Currently all major S/W releases are sent to DSI Technologies.

AUDITS (INTERNAL & EXTERNAL)


Conduct internal departmental audits




Internal audits are periodically conducted by QA against various departments within VAC. The
audits are based on the requirements identified in the VAC Quality Manual, based on the
ISO9000 and TL9000 documents. Audit records are filed, along with any suggestions that were
made for improvements. During the each audit the QA representatives will review the past audit
records to determine if any improvements were made. Reference the Internal Quality Audit
Procedure (100-1021-001) for more details.

Conduct Vendor/supplier audits


QA will conduct external audits to ensure that VAC vendors and suppliers are meeting VAC's
basic requirements. The external audits are based on the ISO9000 and TL9000 requirements.
QA will conduct external audits against vendors that are key players who build VAC PCB's and
sub-systems.

RELIABILITY


Create System Reliability models


System Reliability models are created to help determine the Reliability of a system. The models
are intended to provide a presentation of the reliability design of a system, based on the
architecture and the type of equipment that is used.

 Provide Reliability calculations (FITs, MTBF, Availability, Downtimes, etc)
Reliability numbers can be obtained either from using actual live field data (empirical data) or from actual
calculations. If the product has been installed in the field for at least a one-year period, the Actual Field
Data is a more accurate presentation of the true Reliability numbers versus the calculated Reliability
numbers.

SERIAL 09089-RFP
4.0

TRAINING:
4.1

Initial Training - The contractor shall provide training to familiarize all MCSO personnel
assigned to ITS duties with the operation of the workstations and the software at no cost to MCSO.
An outline of your training program, including subjects, time-frames, and schedule shall be
provided with your response.

Response:
VAC has read, understands and is compliant. VAC recognizes the need to provide system
administration training to MCSO personnel responsible for day-to-day operations. While the Focus
system operates in an automated fashion, it is extremely helpful for facility personnel to understand
system controls, trouble reporting procedures, and investigative reporting options. VAC believes a
successful installation is not complete until those who use it are comfortable with day-to-day
operations.
On-site training is conducted immediately upon the installation at each facility to ensure that all system
users are thoroughly trained. Training typically lasts for a full day. The curriculum is designed to cover
the use and operation of the system from the inmate’s perspective, basic system administration (call
processing, blocks, etc.) as well as a targeted review of the system’s many investigative tools (recording,
monitoring, reporting, etc). Training will also cover general matters such as trouble reporting, resolution
and escalation procedures.
The comprehensive training curriculum designed to cover complete system administration and all
investigative tools is described below. Whenever there are significant changes to the system brought
about by a new system revision or software upgrades, training updates specific to the changes and a
subset of the below will be provided by VAC to MCSO.
VAC Focus ITS Training Course Outline

Duration

Introduction



Overview of the ITS functions and features

0.5 hour

Workstation Access
Control






Overview
User ID Management
Security Level Access Management
User Alerts

1.0 hours

System Administration















Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
Enable/Disable Telephones
Account Overview
Add a New Inmate Account
Update Inmate Information
Update Inmate Phone List
Transfer Inmate Between Facilities

1.0 hours

SERIAL 09089-RFP
Duration

VAC Focus ITS Training Course Outline
Reporting/Investigative
Functions

Calling Process






2.5 hours








View Calls in Progress
SPY – Monitoring
SPY – V-Alert Investigator Notification
General Reporting Capabilities Defining Report
Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recording









Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements

1.0 hours

TOTAL DURATION = 6.0 Hours
The Focus system user manuals provided to each facility include detailed step-by-step documentation of
all procedures. VAC will also provide Quick Reference Guides that are easy reference of the most used
applications within the system. In addition, a refresher training session can be conducted remotely
through WebEx. Of course, VAC’s TAC (which is staffed to support the MCSO 24 hours a day, 7 days a
week, and 365 days a year) is a resource for general questions and assistance.
4.2

Newly Assigned Staff Training – The contractor shall provide
assigned MCSO staff on as needed basis at no cost to MCSO.

hands-on training to newly

Response:
VAC has read, understands and is compliant. VAC will continue to provide hands-on training to newly
assigned MCSO staff as required at no cost to MCSO. VAC on-site staff is available to provide additional
training as required.
VAC will also provide follow up training as required or desired by MCSO. Investigator workstations provided
by VAC will continue to allow the technical support center to remotely assist or provide additional training
directly on the investigator workstation.
4.3

User Manuals – The contractor shall provide user manuals, both printed and electronic versions,
for their platform to MCSO in sufficient number as deemed necessary by the Sheriff’s Inmate
Telephone System Manager.

Response:
VAC has read, understands and is compliant. ser manuals (hard copy and/or CD ROM) containing
workstation information, phone dialing instructions, and forms for tracking system changes will continue to
be provided to each MCSO facility as needed. VAC will work with MCSO to identify the needed number
of user manuals, whether printed or on CD. In addition, the VAC Site Administrators and VAC TAC
personnel will continue to be available to assist with any questions that may arise.

SERIAL 09089-RFP

5.0

MAINTENANCE, SERVICE AND SUPPORT:
5.1

Service and Reliability –The contractor must submit a detailed explanation of the
maintenance/repair plan. If the problem involved is an equipment failure, MCSO shall be
provided a root cause analysis report within thirty (30) days of the incident.

Response:
VAC has read, understands and is compliant. The full time onsite System Administrators /
Technicians, Mr. Breck Louthan, Mr. John Menchaca and Mr. Dewayne Leonard will continue to be
available on demand 24 hours a day, seven days a week for maintenance, repair or any other problems
and special requirements. They will be able to respond within required response times for each Priority
Level problem as defined in response 2.11.1 after contact by MCSO and will continue to work closely
with MCSO staff to provide system expertise. Breck, John and Dewayne will be available to perform all of
the administration actions stated above and will have access to local equipment spares.
Breck, John and Dewayne will continue to provide routine preventive maintenance on the inmate
telephone and systems to minimize service interruptions. Preventive maintenance will be provided on at
least a monthly basis. Preventive maintenance for telephone stations includes the items detailed in the
following table.
Action
Inspect
Test
Check
Check
Test
Test
Check
Check
Check
Test
Check
Verify
Clean
Verity

Description
Visually inspect the telephone station for wear and tear, damaged parts, etc.
Test the dial pads - listen for tone on all keys
Ensure handset cords securely attached
Hook switch functioning
Initiate test calls
Test handset for clarity
Identify if any missing or loose screws on the phone
Manual cutoff switches
Check TDD station
Make a test call on the TDD station
Check signage and replace as needed.
Verify Station ID with the Focus System
Clean the telephone station
Check with the site point of contact to ensure all issues are documented.
Telephone Station Preventive Maintenance Checklist

The following services will be provided by Breck, John and Dewayne at no cost to MCSO for the duration
of the contract:







Routine maintenance of telephones and the Focus system.
Assistance to MCSO in administration activities such as setting up accounts and Class of Service
controls settings.
Assistance to MCSO in fraud investigation and call monitoring
Local support of software upgrades and tests
Non-emergency repairs
Emergency service and System Failure

VAC’s Technical Assistance Center (TAC)
The VAC Technical Assistance Center (TAC) located in Plano Texas will be responsible for receiving the
trouble calls from MCSO. The TAC is staffed 24 hours a day, 365 days a year. Personnel at the TAC are

SERIAL 09089-RFP
highly trained and skilled on the VAC Focus system and are capable of resolving many hardware and
most software issues remotely. Our TAC personnel are very experienced on the Focus system and have
an average of over 10 years experience telecommunications and corrections. TAC has engineers certified
in all disciplines required to maintain the Focus system including Microsoft, Cisco, and VAC internal
technical and procedural certifications.
To enable VAC to make timely repairs, we request that MCSO notify the VAC TAC with problems or
needed repairs and provide as much detail as possible regarding the nature of the problem. If the
problem has already been detected by TAC via remote monitoring, MCSO’s call will be correlated to the
existing trouble ticket.
The TAC can be reached by toll free telephone. The VAC TAC is capable of accepting multiple
simultaneous calls and is connected to an Automated Call Distribution (ACD) system to help distribute the
calls to the appropriate technician. Reports from the ACD are regularly monitored by management to
ensure the help desk response requirements are being met. Because the VAC TAC automatically
monitors MCSO’s ITS via remote connection, it has been our experience that in most cases VAC TAC is
aware of ITS problems via remote monitoring before the facility personnel. VAC TAC also has the ability
to remotely access the system to effect non-hardware repairs, so the majority of system problems are
resolved via remote access from VAC TAC.
Additional Local Technician Support / Backup
VAC will continue to have additional qualified local technicians, as provided by FSH Communications to
support all MCSO facilities. Peggy Stroh and her team of local technicians are experienced in the
installation and repair of all types of inmate and public Telephone systems, terminal equipment, switching
systems, cut-off keys, and all associated wiring. They will continue to provide such quality services to
MCSO as needed. They will also be available 24 hours a day and 365 days a year, as needed to
assist the Onsite System Administrators in servicing any emergency service requests. The
technicians will be dispatched by VAC TAC immediately upon determination that their on-site
maintenance services are required. MCSO can contact the technician directly if required, although VAC
recommends that initial contact be made to VAC TAC in most situations. Exceptions would be a situation
in which MCSO personnel can see that the ITS equipment is in obvious distress (e.g. smoking) while the
local technician is present, or when personnel note minor maintenance requests directly to the local
technician during a scheduled visit for routine maintenance.

Trouble Ticket Management System
The VAC TAC will document problems utilizing the Trouble Ticket Management System (TTMS),
assigning a TTMS urgency level according to the whether the call is a Routine Service call or a Major
Emergency Repair Service call.
When a Trouble Ticket (TT) is opened, an automatic notification from the TTMS will be sent immediately
to the VAC local site technician, as well as your dedicated Account Manager, Jim Crouch.
The primary responsibilities in the service of the trouble ticket is with VAC TAC, which performs the
following:
 Monitor the TTMS for trouble tickets.
 Attempt to remotely resolve the reported problem.
 Escalate trouble resolution if an immediate repair cannot be determined.
 Document all information in the TTMS.
 Ensure that MCSO contact is contacted every four hours at a minimum during an open TTMS
issue.
 Change the status of a trouble ticket to ‘In-Progress’ or ‘Completed’ per documented processes.
MCSO will continue to receive the TTMS reports either by accessing the system themselves directly or by
requesting the assistance of Breck, John or Dewayne. If the problem involved is an equipment failure,
MCSO will be provided a Major Event Report (MER) within thirty (30) days of the incident. The report will

SERIAL 09089-RFP
provide a detailed description of the event, state the sites affected, impacts of the failure, a root cause
analysis and a path forward prevention.
Please see the following MER sample pages:

Major Event Report Front Page Sample

SERIAL 09089-RFP

Major Event Report Category Samples
5.2

Service Priority Levels – Trouble Tickets:
5.2.1

Priority Level One – A priority level one service issue occurs when the entire system
fails, a jail system fails, or multiple housing units are not operational. A technician shall
be on site and the repairs shall occur within 4 hours.

Response:
VAC has read, understands and is compliant.
guidelines for VAC’s support to MCSO:
Service Scenario

Response
Time
1 hour

Priority Level One
2 hours
5.2.2

Following are the Priority Level One response

Response Action
Remote diagnostics and
trouble resolution
If onsite support is required

Repair
Time
4 hours

Reporting
Response Time
2 hours

Priority Level Two – A priority level two service issue occurs when one entire housing
unit is not operational. Repairs shall occur with 24 hours maximum.

SERIAL 09089-RFP
Response:
VAC has read, understands and is compliant.
guidelines for VAC’s support to MCSO:
Service Scenario

Response
Time
2 hours

Priority Level Two

4 hours
5.2.3

Following are the Priority Level Two response

Response Action
Remote diagnostics and
trouble resolution
If onsite support is required

Repair
Time
24 hours

Reporting
Response Time
6 hours

Priority Level Three – A priority level three service issue occurs when one or more
telephones in a housing unit is not operational. Repairs shall occur by the end of the next
business day.

Response:
VAC has read, understands and is compliant.
The full time onsite System Administrators /
Technicians will continue to respond to Priority Level Three service issues within 2 hours of contact by
MCSO and will continue to work closely with MCSO staff to provide system maintenance and repair.
Breck, John and/or Dewayne will be available, upon receipt of a priority level three notification, to perform
all repair and maintenance by the end of the next business day.
Service Scenario

Response
Time
4 hours

Priority Level Three

12 hours
5.3

Response Action

Remote diagnostics and
trouble resolution
If onsite support is required

Repair
Time

Reporting
Response Time

Next
Business
Day

6 hours

Reporting Repair Problems – Describe the method of reporting repair problems. State whether or
not MCSO will have access to the reports.

Response:
VAC has read, understands and is compliant. To enable VAC to make timely repairs, we request that
MCSO notify the onsite System Administrators or the VAC TAC with problems or needed repairs and
provide as much detail as possible regarding the nature of the problem. If the problem has already been
detected by TAC via remote monitoring, MCSO’s call will be correlated to the existing trouble ticket.
Please refer to response 2.11 for further details.
MCSO will continue to receive trouble tickets reports either by accessing the system directly or by
requesting the assistance of the local System Administrators.
5.4

Escalation List – Within 10 days of award of contract, provide a list of contact names, telephone
numbers, and e-mail addresses for escalation of unresolved service requests and issues that are
not resolved.

Response:
VAC has read, understands and is compliant.
process.

Following is an explanation of the VAC escalation

VAC also has well-defined escalation procedures for all MCSO issues. VAC provides escalation
procedures on a technical support basis and a management/administrative basis as shown in the
following table (depending on whether the current Trouble Ticket status is Major or Minor).

SERIAL 09089-RFP
Priority Level One
Updates

Every 2 hours
Technical Escalation
Contact Support Services Manager
4 hours
Contact Engineering
6 hours
Contact Engineering Manager
24 hours
Contact Vice Pres/Engineering
48 hours
Administrative Escalation
Contact Support Services Manager
4 hours
Contact Vice President/Service
8 hours
Customer Service Manager contacts
24 hours
Program Manager for assistance

Priority Level Two /
Three
Every 24 hours
24 hours
48 hours
72 hours
96 hours
48 hours
72 hours
96 hours

VAC Escalation Process
MCSO will be provided with names and contact information for technical escalation upon the
initial project planning meeting after contract award. Administrative escalation is via the Account
Manager.
Technical Escalation: VAC TAC must start escalation on a Trouble Tickets to upper management per
the escalation schedule. Technical escalation should take place at these intervals, or as soon as a higher
level expertise is identified as a need, whichever comes first. New Trouble Tickets, with the exception of
those that are obviously a Priority Level One, are designated as Priority Level Two / Three. Escalation of
a Trouble Ticket from Priority Code 2 to Priority Code 1 must be considered when the following conditions
apply:



After a Trouble Ticket has been investigated and it has been determined that the problem is or
potentially is of a greater magnitude then previously reported.
MCSO has requested that the Trouble Ticket priority be escalated.

Administrative Escalation: This form of escalation is used when internal or administrative problems are
responsible for lack of progress in assessing and/or completing the work required to process a Trouble
Ticket in a timely manner. This is typically requested through MCSO’s assigned Account Manager, Jim
Crouch. He will continue to be the single point of contact for all issues with MCSO’s inmate telephone
system and service.
5.5

Service Availability - The contractor shall be available to service equipment and the ITS system
when a priority level one or two service issue occurs 365 days per year without additional cost to
MCSO. Priority level three service will be completed during regularly scheduled work hours,
Monday through Friday.

Response:
VAC has read, understands and is compliant. Please refer to response 2.11.2 and 2.11.3 for further
details.
5.6

System Checks – The contractor will perform system checks and preventative maintenance on a
monthly basis to ensure the system is operating at optimum efficiency and performance. A system
check and preventative maintenance logbook, that includes the findings and specified action, will
be maintained by the Contractor and remain at a MCSO specified location.

Response:
VAC has read, understands and is compliant. All MCSO Focus systems will be continuously
monitored (24 hours a day, 365 days a year) by VAC Technical Assistance Center. VAC uses an
Advanced Host Monitor network management suite for real-time network/systems status and for trouble
notification. The Focus system sends critical alarms and alerts in real-time to Host Monitor and ‘remote
agents’ which are constantly checking the system health are polled every 10 minutes. Some of the tasks
performed by Host Monitor are:

SERIAL 09089-RFP

















Hardware diagnostics – All critical hardware is constantly pinged and browse access is verified
to insure it is available for call processing, database management, and storing call recordings.
Log file monitoring – Call processing and system related log files and scanned for critical events
and corrective action is initiated by the system level constant monitoring software if necessary.
Call activity monitoring – Call velocity monitors are established at the site level and insure calls
are processing during operational hours of the facility. When the site call velocity falls below the
configured value low velocity alarms are displayed for that site and VAC TAC will contact the
designated person to see if the site is in lock down, if there is a power issue, or if there may be a
configuration or equipment issue.
Critical service and application status – The statuses of all services and applications deemed
critical to proper operation of the Focus systems are constantly checked.
Scheduled maintenance tasks status – On the Focus system all maintenance tasks are
automated that can be. These include server reboots, expired call recording pruning, log file
compression and pruning, inmate name recording replication, etc. Advanced Host Monitor in
conjunction with the system level software verifies these tasks are completed successfully at all
sites.
Disk space checks – All server disks are maintained with at least 30% free space or an alarm is
generated for VAC TAC.
Minimum available RAM check – All servers are constantly checked to insure there is adequate
free RAM available. This alarm is displayed to VAC TAC.
Excessive processor utilization check – All servers are constantly checked to insure the CPU
utilization never exceeds 90%. This alarm is displayed to VAC TAC.
Disabled inmate phones check – All sites are constantly checked to identify how many inmate
phones at a given site are disabled via the system GUI.
If this exceeds the configurable
threshold then an alarm is displayed to VAC TAC.
LIDB failures check – All sites are constantly checked for LIDB validation timeouts or bad
validation responses. If a LIDB event occurs this alarm is useful for determining if the problem is
at a single facility or network level. This alarm is displayed to VAC TAC.
Event log warnings and alarms – All site system and application event logs are constantly
scanned and errors are reported to VAC TAC.
Network events – All network components and routing are also constantly checked to insure
availability. All network and routing events generate critical alarms to VAC TAC.

VAC will continue to provide the designated MCSO staff with access to the Advanced Host Monitor
network/site status screens if requested.
5.7

Telephone Service Standards – Each instrument and phone enclosure shall be cleaned and wiped
each time it is serviced, if needed.

Response:
VAC has read, understands and is compliant. Please refer to the Preventative Maintenance response
2.11 above for further details.
5.8

Vandalism – Any act of vandalism or machine break-ins discovered by the Contractor shall be
reported immediately to the Inmate Telephone System Manager. The Contractor will be totally
responsible for any loss due to acts of vandalism or other loss.

Response:
VAC has read, understands and will comply. Any act of vandalism or machine break-ins discovered
will be reported immediately to the MCSO Inmate Telephone Manager. VAC understands that MCSO will
bear no responsibility for any loss due to acts of vandalism or other loss.

SERIAL 09089-RFP

5.9

System Failure – Please describe in detail the system’s failure back up plan.

Response:
VAC will continue to provide three full time, onsite System Administrators / Technicians who will be
dedicated to all of MCSO’s system needs to include any equipment or system failure.
Technician Backup
 Onsite System Administrator / Technicians Backup
Mr. Breck Louthan, Mr. John Menchaca and Mr. Dewayne Leonard will continue to be available on
demand 24 hours a day, seven days a week for problems and special requirements, and will be able
to respond within 2 hours of such call-out. They will continue to work closely with MCSO staff to
provide system expertise and will have access to local equipment spares. The system administrator
will be available to perform all of the administration actions stated above. This system administrator
support shall be provided by VAC at no cost to MCSO for the duration of the contract.
 Additional Local Technician Support / Backup
VAC will continue to have additional qualified local technicians, as provided by FSH Communications
to support all MCSO facilities. Peggy Stroh and her team of local technicians are experienced in the
installation and repair of all types of inmate and public Telephone systems, terminal equipment,
switching systems, cut-off keys, and all associated wiring. They will continue to provide such quality
services to MCSO as needed. They will also be available 24 hours a day and 365 days a year, as
needed to assist the Onsite System Administrators in servicing any emergency service
requests. The technicians will be dispatched by VAC TAC immediately upon determination that their
on-site maintenance services are required. MCSO can contact the technician directly if required,
although VAC recommends that initial contact be made to VAC TAC in most situations. Exceptions
would be a situation in which MCSO personnel can see that the ITS equipment is in obvious distress
(e.g. smoking) while the local technician is present, or when personnel note minor maintenance
requests directly to the local technician during a scheduled visit for routine maintenance.
Local Account Manager Support / Backup
Account Manager Jim Crouch can be contacted immediately by MCSO to get the ball rolling on any
system issue, concern or failure! Mr. Crouch has worked with Maricopa County for more than 16 years to
constantly improve the inmate phone system, customize the application to more effectively meet
Maricopa County’s needs, and insure that MCSO has an advocate at every meeting of system
contractors. Regardless of whether it was U S WEST, Qwest, FSH, or VAC that was responsible for the
day to day operation of the inmate phone system, MCSO has been able to rely on a Mr. Crouch’s
expertise and loyalty since 1993, and will continue to enjoy that relationship for many years to come if this
bid is successful.
Technical Assistance Center (TAC) Support / Backup
The TAC (Technical Assistance Center) will continue to provide quality customer service/technical
support twenty-four (24) hours a day, seven (7) days a week basis, three hundred and sixty-five (365)
days a year. Many system-related problems or failures can be remotely corrected from the TAC without a
field dispatch.
Call Recording Backup
VAC automatically backs up call recordings in parallel with the real-time recording of the call. The back
up is done to a Synology back-up server, as described in response 2.3.2.
Equipment Backup
A full complement of spare parts including telephone sets, wiring/connectors, surge protection units,
disk drives, memory chips, networking equipment, and Focus system servers are maintained on-site by
the local technicians. VAC proposes to store these parts in a designated storage space in a facility
provided MCSO can provide such a designated, secure storage space. If no such space is available, the
VAC site technicians will store these materials in a off-premises site and carry to site any needed
components. The technicians possess and carries all necessary tools required to service the equipment.

SERIAL 09089-RFP
Any very rarely needed component that is not available on site with MCSO is maintained in stock at VAC
headquarters in Plano, Texas. These components can be shipped to site as needed by next-day
shipping or by counter-to-counter air in emergency situations.
5.10

What specific spare items for the system will be maintained? And, at what location?
(Section 2.11)

Response:
Spare parts for the MCSO area include (with locations in which they are maintained):
1. Commonly-used components such as telephone sets, telephone parts (handsets, keypads, etc.),
wiring/connectors, surge protection unit, disk drives, and memory chips are stored in the VAC
service vehicle or in the VAC technician office with additional spare phones and parts stored at
subcontractor FSH’s Phoenix warehouse.
2. Spare Focus server with full complement of telephony cards and disk drives will be stored at the
VAC technician office.
3. Spare Synology server will be stored at the VAC technician office.
5.11

When troubleshooting issues, can “sniffers” be used on your system for diagnostic and
analysis? (Section 2.11)

Response:
Yes. Data "sniffers" are commonly used by VAC to isolate protocol, transport, or timing issues between
system level network elements such as workstations, servers, and routers. They have been used in the
past to isolate network configuration and system compatibility issues at MCSO.
5.12

Describe how you will handle virus protection and updates. (Section 2.11)

Response:
A VAC antivirus administrator server downloads the antivirus updates from AVG. When the antivirus
update has been approved for distribution by VAC it is automatically distributed to all MCSO Focus
servers and ITS workstations.

6.0

RENEWAL OPTIONS:

This section shall describe in detail any ITS system, software and equipment upgrades that would be provided by the
vendor at the beginning of the extension should a five (5) year contract extension be mutually agreed upon and
awarded
Response:
As technology enhancements become available over the course of the contract term (including
extensions), VAC intends to ensure that MCSO will always operate in a state-of-the-art environment with
the tools necessary to successfully accomplish their goals – day in and day out!

Software or hardware upgrades necessary to correct or maintain the system are provided
at no cost. Any subsequent recommended changes will first be discussed with MCSO at
least thirty (30) days in advance. VAC will provide a comprehensive overview of the
recommendation, as well as any documentation, in order for MCSO to approve the
change. This would include software, hardware, billing, rates, etc.
Standard practice is to have all software releases and hardware upgrades rolled out to all facilities on a
scheduled and coordinated basis. Releases are usually uploaded remotely during non-calling hours to
ensure minimal disruption. VAC will coordinate with MCSO to ensure that there is no affect to on-going
operations. Any training that may be required as a result of the upgrade is also coordinated and
scheduled.

SERIAL 09089-RFP
VAC believes in preventative maintenance and proactive upgrades to equipment and features. Our
philosophy of superior service and performance also extends to customer service. We will meet regularly
with designated MCSO staff that utilizes the system, monitors inmates, and reviews financial and
contractual commitments. MCSO’s feedback and candid cooperation is essential to the mutual success
of all involved with the contracted services and obligations. A strong customer partnership is required to
be successful in any endeavor!
Flexibility is VAC’s hallmark, Superior service is our daily commitment and Honesty speaks to our integrity
in all we do!

SERIAL 09089-RFP

EXHIBIT C
SAMPLE PROJECT PLAN TIMELINE
Start_Date  Finish_Date 
Resource_Names 
04/07/10 
04/07/10    
04/12/10 
05/05/10    
04/12/10 
04/13/10  Project Manager[75%],Training[20%],Installation[50%],Implementation[50%] 
04/13/10 
04/14/10  Project Manager[75%] 
04/20/10 
04/21/10  Project Manager[75%],Installation[50%],Training[50%],Implementation 
04/21/10 
04/21/10    
04/21/10 
04/22/10  Project Manager[50%],Implementation 
04/21/10 
04/21/10    
04/21/10 
04/21/10  Project Manager[2%],Installation[10%] 
04/21/10 
04/21/10  Installation, Project Manager[5%] 
04/21/10 
04/21/10  Installation, Project Manager[5%] 
04/21/10 
04/21/10  Installation, Project Manager[5%] 
04/21/10 
04/21/10  Installation, Project Manager[5%] 
04/21/10 
04/21/10    
04/21/10 
04/29/10  Installation[10%],Project Manager[2%] 
04/21/10 
04/22/10  Project Manager[5%],Installation[25%],Implementation[150%] 
04/22/10 
04/27/10  Project Manager[10%],Installation, Implementation 
04/27/10 
05/05/10  Training, Installation[25%],Project Manager[5%] 
04/07/10 
06/03/10    
04/07/10 
04/22/10    
04/22/10 
04/28/10    
04/07/10 
05/26/10  Implementation[150%],Project Manager[2%] 
04/22/10 
04/22/10  Project Manager[25%],Implementation[20%] 
04/22/10 
04/22/10  Project Manager[25%],Implementation[30%] 
04/22/10 
04/30/10  Implementation[50%],Installation[10%],Training[50%] 
05/26/10 
06/03/10  Implementation[50%] 
04/21/10 
04/28/10    
04/21/10 
04/22/10  Implementation[50%] 
04/22/10 
04/26/10  Implementation[50%] 
04/26/10 
04/26/10    
04/26/10 
04/26/10    
04/26/10 
04/26/10    
04/26/10 
04/28/10  Implementation[50%],Installation 
04/22/10 
07/20/10    
04/22/10 
04/22/10    
04/22/10 
04/22/10    
04/28/10 
06/08/10    
04/28/10 
04/30/10  Implementation 
06/01/10 
06/01/10    
06/01/10 
06/01/10  Installation 

SERIAL 09089-RFP

06/01/10 
06/02/10 
06/03/10 
06/04/10 
06/04/10 
06/07/10 
06/08/10 
04/30/10 
04/30/10 
06/08/10 
06/08/10 
06/08/10 
06/10/10 
06/10/10 
06/11/10 
06/11/10 
06/14/10 
06/15/10 
05/05/10 
05/05/10 
06/15/10 
06/15/10 
06/15/10 
06/17/10 
06/17/10 
06/18/10 
06/18/10 
06/21/10 
06/22/10 
05/10/10 
05/10/10 
06/22/10 
06/22/10 
06/23/10 
06/25/10 
06/28/10 
06/29/10 
06/29/10 
07/01/10 
07/02/10 
05/18/10 
05/18/10 
07/02/10 
07/02/10 

06/02/10 
06/03/10 
06/04/10 
06/07/10 
06/07/10 
06/08/10 
06/08/10 
06/15/10 
05/05/10 
06/08/10 
06/08/10 
06/10/10 
06/10/10 
06/11/10 
06/14/10 
06/14/10 
06/15/10 
06/15/10 
06/22/10 
05/10/10 
06/15/10 
06/15/10 
06/17/10 
06/17/10 
06/18/10 
06/21/10 
06/21/10 
06/22/10 
06/22/10 
07/02/10 
05/18/10 
06/22/10 
06/23/10 
06/25/10 
06/28/10 
06/29/10 
06/30/10 
07/01/10 
07/02/10 
07/02/10 
07/19/10 
06/01/10 
07/02/10 
07/05/10 

Installation 
Installation, Implementation[20%] 
Installation 
Training 
Installation, Implementation[20%] 
Installation, Implementation[10%] 
  
  
Implementation 
  
Installation[200%] 
Installation[200%] 
Installation, Implementation[20%] 
Installation[200%] 
Training 
Installation[200%],Implementation[20%] 
Installation[200%],Implementation[50%] 
  
  
Implementation 
  
Installation[200%] 
Installation[200%] 
Installation, Implementation[20%] 
Installation[200%] 
Training 
Installation[200%],Implementation[20%] 
Installation[200%],Implementation[50%] 
  
  
Implementation 
  
Installation[200%] 
Installation[200%] 
Installation, Implementation[20%] 
Installation[200%] 
Training 
Installation[200%],Implementation[20%] 
Installation[200%],Implementation[50%] 
  
  
Implementation 
  
Installation[200%] 

SERIAL 09089-RFP

07/05/10 
07/09/10 
07/09/10 
07/12/10 
07/12/10 
07/16/10 
07/19/10 
07/19/10 
07/19/10 
07/19/10 
07/19/10 
07/20/10 
07/20/10 

07/09/10 
07/09/10 
07/12/10 
07/14/10 
07/16/10 
07/19/10 
07/19/10 
07/20/10 
07/19/10 
07/19/10 
07/20/10 
07/20/10 
07/20/10 

Installation[200%] 
Installation, Implementation[20%] 
Installation[200%] 
Training 
Installation[200%],Implementation[20%] 
Installation[200%],Implementation[50%] 
  
  
  
  
  
  
  

SERIAL 09089-RFP
VALUE ADDED COMMUNICATIONS INC., 3801 EAST PLANO PARKWAY SUITE 100, PLANO, TX
75074

PRICING SHEET: NIGP CODE 9157904

Terms:

NET 30

Vendor Number:

W000002881 X

Telephone Number:

800/777-9759

Fax Number:

972/535-3324

Contact Person:

Mark Turner

E-mail Address:

Mark.Turner@vaci.com

Certificates of Insurance

Required

Contract Period:

To cover the period ending May 31, 2015.