Prison Phone Justice

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WORLDCOM

8200 Greensboro Drive
McLean, VA 22102

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November IS, 2001
Lyle Gessford
Division of Purchasing
5569 Kendall Street
Boise, Idaho 83706-1231

Re: ITB01163, Proposal to provide imnate telephone service
Dear Mr. Gessford:
MCI WorldCom CommlUlicatioos, Inc., on behalf of itself and its US- based affiliates, and
successors (together, "WorldCom") is pleased to submit this proposal in response to State of Utah
Invitation to Bid #01163, for a Statewide Contract for lrunate Telephone Service. The solution
WorldCom is offering to the State not only meets but also exceeds many of the requirements set
forth. The State would be able to continue to offer high quality services to the end user while
decreasing the administrative work needed by IDOC staff.
We believe that WorldCom will provide the State with the best solution to meet the
requirements set forth in the Request for Proposals because of our significant experience in the area
of installation and maintenance of imnate telephone systems throughout many states and counties in
the US. WorldCom has a long-standing solid relationship with both of its subcontractors, Global
TeJ*Link and AllCorn Communications. This relationship will provide the State with an invaluable
pool of resources from which to draw as this project is implemented.

If you have any questions regarding the enclosed proposal, please feel free to q:>ntaet Marty
Recker, Government Account Manager at:
5000 Technology Drive
St. Charles, MO 63304
636-793-3459 (voice)
636-793-5749 (fax)
E-mail: Marty.recker@Wcom.com

Jerry A. Edgerton
Senior Vice President, Government Markets

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SPECIAL INSTRUCTIONS TO OFFERORS
Request for Proposal for a two (2) year contract with an option to renew for three (3) additional one (1)
year periods to provide Inmate Phone Service for the Idaho Department of Correction.
SEALED BIDS WILL BE OPENED September 27, 2001 @ 2:00 PM Mountain Time at the IDAHO
DIVISION OF PURCHASING. Bids must be received on or before this date and time. Late bids will be
rejected and returned to the bidder.
At the date and time of the bid opening. proposals will be opened and the identity of the bidders will be
announced. No other information will be available and the proposals' contents will remain confidential until
evaluation is complete and the Division of Purchasing has issued Letters of Intent to Award. Thereafter,
all proposals shall be deemed a public record.
Questions regarding this RFP (including Terms, Conditions or Specifications) MUST BE SUBMITTED IN
WRITING and RECEIVED by State Purchasing NO LATER THAN September 10, 2001. QUESTIONS
RECEIVED AFTER THIS DATE WILL NOT BE CONSIDERED. Submit questions in writing via mail, fax
or e-mail to:
Lyle Gessford, Purchasing Officer
Division of Purchasing
PO Box 83720
Boise, 10 83720-0075
Fax: (208)327-7320
e-mail: Igessfor@adm.stateJd.us
The words "SEALED BID" and the bid number. located at the top center
of this form, must be noted on the outside of your SEALED BID
package. To insure that your SEALED BID Is handled properly, the
following information must be placed in the lower left corner of your
bid package:

**--******"**---****** SEALED BID ****"****************
* BUYER:
<buyer's name>
* SEALED BID FOR: <list item or service being bid>
* BID NUMBER: Bid No. < >
* TO BE OPENED: <Date
> at <time>
Send your sealed bid package to:
Division of Purchasing
PO Box 83720
Boise, 10 83720-0075
NOTE: Use the street address when sending packages by FedEx, UPS. or
other Couriers.
Division of Purchasing
5569 Kendall Street
Boise, 10 83706-1231
NOTE: SIX (6) COMPLETE COPIES (ORIGINAL & FIVE (5) COPIES) OF YOUR PROPOSAL ARE
REQUESTED. THE COST PROPOSAL MUST BE SUBMITTED SEPARATELY AND MARKED "COST
PROPOSAL" (ORIGINAL & ONE (1) COPY). NO COST INFORMATION SHOULD BE DETAILED OR
PRESENTED IN THE TECHNICAL PORTION OF THE PROPOSAL.

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The State may, at its sole option, either accept a bidder's initial proposal by award of a contract
or enter into discussions with bidders whose proposals are deemed to be reasonably
susceptible of being considered for award. Bidders should submit their best proposals initially as
there is no guarantee the State will conduct discussions. During the initial evaluation process,
bidders' proposals deemed incapable of meeting the scope and needs of the RFP in a
satisfactory manner may be removed from further consideration during any best and final offer
phase.
DUring the evaluation phase and any discussions conducted, adequate procedures will be used
to ensure that the contents of the bidders' proposals are kept under strict security and
disclosure of any information from competing proposals is prohibited.
If discussions are deemed necessary, they may be used to determine in greater detail the
bidder's qualifications, explore with the bidder the scope and nature of the project, determine
that the bidder will make available the necessary personnel and facilities to perform within the
required time, or discuss compensation which is fair and reasonable. The primary purpose of
any such discussions will be for clarification to assure fuJI understanding of, and responsiveness
to, the solicitation reqUirements.
The State will schedule a time for the discussions and provide a date and time for receipt of best
and final offers. If during discussions there is a need for clarification or change of the RFP it
shall be amended to incorporate such clarification or change.
Bidders will be accorded fair and equal treatment with respect to any opportunity for discussions
and revisions of proposals. If the bidder does not submit a notice of withdrawal or a best and
final offer, once a date and time has been established for receipt of best and final offers, the
bidder's initial or immediate previous offer will be construed as its best and final offer.
The State may, at its sole option, conduct negotiations as a final solution to this procurement.
Negotiations shall be only with those proposers whose proposals are determined to be
acceptable, in accordance with the evaluation criteria and shall be first conducted with the
vendor that is determined to be the low responsive and responsible bidder. Negotiations shall
be against the requirements of and criteria contained in the solicitation and shall not materially
alter those criteria, the specifications or the scope of work.
THE UNDERSIGNED HEREBY OFFERS TO SELL TO THE STATE OF IDAHO THE SPECIFIED
PROPERTY AND/OR SERVICES, IF THIS BID OR PROPOSAL IS ACCEPTED WITHIN A
REASONABLE TIME FROM DATE OF CLOSING, AT THE PRICE SHOWN IN OUR BID OR
PROPOSAL AND UNDER ALL THE TERMS AND CONDITIONS CONTAINED IN, OR INCORPORATED
BY REFERENCE INTO THE STATE OF IDAHO'S BID SOLICITATION. THE STATE'S STANDARD
CONTRACT TERMS AND CONDITIONS ARE LOCATED ON THE INTERNET AT
http://www2.state.id.us/adm/purchasing OR ARE AVAILABLE THROUGH CONTACT TO OUR OFFICE
AT 208-327-7465. SUBMISSION OF A BID OR PROPOSAL TO THE STATE OF IDAHO
CONSTITUTES AND SHALL BE DEEMED AN OFFER TO SELL TO THE STATE OF IDAHO THE
SPECIFIED PROPERTY AND/OR SERVICES AT THE PRICE SHOWN IN THE BID OR PROPOSAL
AND UNDER THE STATE'S TERMS AND CONDITIONS.
As the undersigned, I also certify I am authorized to sign this bid for the bidder and the bid is made
without connection with any person, firm, or corporation making a bid for the same goods and/or services
and is in all respects fair and without collusion or fraUd.

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THIS SIGNATURE PAGE MUST BE SIGNED WITH AN ORIGINAL HANDWRITTEN SIGNATURE
EXECUTED IN INK AND RETURNED WITH YOUR BID FOR YOUf~ BID TO BE CONSIDEREDI
Please complete the following information:
BIDDER (Company Name) WorldCom, Inc.
ADDRESS 8200 Greensboro Drive
CITY, ST, ZIP McLean, Virginia 22102
TOLL FREE PHONE NO, 1800-333-7005
PHONE NO. 703-902-6100
FAX NO. 703-902-6524
E-Mail AddressMarty.recker@wcom.com
FEIN/SSN#: 47-075 1765
SIGNATURE _......':SL~++.\----r!.Q:~~..----

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ORIGINAL
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WORLDCOM
PROPOSAL TO PROVIDE

Inmate Telephone Systems for the
Idaho Department of Corrections
Response to RFP # ITBOl163

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November 15,2001

Submitted by:

MO WorldCom Communications, Inc.
Government Markets
5000 Technology Drive
Saint Cltarles, MO 63304

Submitted to:

Lyle Gessford, Purchasing Officer
Division of Purchasing
5569 Kendall Street
Boise, ID 83706-1231

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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WORLDCOM

Table of Contents
SECTION 1 GENERAL INFORMAnON •••••.••.••.••...•..•.••••.•••••.••••••.••..•.••..••••••••••••• 1

1.1.1
1.1.2
1.1.3
1.2

Definitions
Current and Projected Inmate Populations
Project Background

1
1

PURPOSE AND SCOPE

1.2.1.1
1.3

State's Responsibilities

PROPOSAL PROCESS

1.3.1
General Format
1.3.2
Appropriate Presentation
1.3.3
Cross-Referencing
1.3.4
Pagination
1.3.5
Pricing Information Excludedfrom main Proposal
1.4
PROPOSAL REQUIREMENTS
1.4.1
Proposal Section 2: Proposal Conditions
1.4.2
Proposal Section 3: Functional and Technical Proposal
1.4.3
Proposal Section 4: Implementation and Ongoing Service Requirements
1.4.4
Proposal Section 5: Contractual Requirements
1.4.5
Proposal Section 7: Cost and Revenue Requirements
1.5

1.5.1
1.5.2
1.5.3
1.5.4

EVALUATION AND SELECTION PROCESS

Evaluation Categories and Weights
Proposer Questions
Waiver ofMinor Administrative Irregularities
Errors in Proposal

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SECTION 2 EXECUTIVE SUMMARY AND PROPOSAL CONDmONS

2. t
GENERAL FACILITY CONDITIONS
2.1.1
Current and Projected Sites and Types
2.1.2
Institutional Security and Access Requirements
2. t.2. t
Assignment of Contractor Staff
2.1.3
Current and Projected Telephone Usage
2.1.4
Existing Contracts
2.1.5
Existing Wiring
2.1.6
End-To-End Responsibility
2.2
CONTRACTOR QUALIFICATIONS
2.2.1
Stability
2.2.1.1.
Ownership
2.2.1.2.
Management
2.2.1.3.
Experience
2.2.1.4.
References
2.2.1.5
Authorization to Operate
2.2.2.
Disclosures
2.2.3
Existing Idaho Presence
2.2.4
Subcontractors

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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SECTION 3 FUNCTIONAL AND TECHNICAL REQUIREMENTS
3.1

3.1. 9
3.1.10.

3.2

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HARDWARE REQUIREMENTS

3.1.1
3.1.2
3.1.3
3.1.4
3.1.5.
3.1.6
3. I. 7
3.1.8

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Telephone Instruments
lv/onitoring Attorney calls
Telephone Devicefor the Deaf(TDD)
Suitabilityfor Use
Re-use ofExisting Wiring
Privacy and Noise Conlrol
Recording and Monitoring Equipment
Historic Recorded Tapes
Standards Compliance
Electrical and Back-Up Power Requirements

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SYSTEM SIZING, PERFORMANCE, AND UPGRADE REQUIREMENTS

3.2.1
Call Set-Up, Call Control and Disconnect
3.2.2
Grade ofService
3.2.3
Dual Tone Multi-Frequency
3.2.4
Software Upgrades
3.2.5
System Availability and Reliabi/ity
3.2.6
Audio Quality
3.3.
AUTHORIZED CALLS By INMATES
3.3.1
Collect. Outbound Calls Only
3.3.2.
CWC Inmate Telephones
3.3.3.
Blanket Restrictions
3.3.4.
Specific Authorizations
3.3.5
Cut-Off
3.4.
ACCEPTANCE OF CALLS By CALLED PARTIES
3.4.1.
Automated Attendant
3.4.2
Initial Acceptance
3.4.3.
Continuing Announcement - Branding
3.4.4.
Bilingual Announcements
3.5.
CONTROL OF CALL PARAMETERS By DEPARTMENT..
3.5.1.
Functions Determined by Department (Samefor all institutions)
3.5.2.
Functions Controllable by Institution
3.5.3
Access to Function Programming
3.5.4
Ease ofUse
3.6.
CONTROL OF FRAUD AND ABUSE
3.6.1.
Single Destination
3.6.2
Alarms
3.6.3.
A/onitoring and Recording Requirements
3.6.4.
System Security
3.7.
OPTIONS
3.7.1.
Phone Cards
3.7.2.
Inmate Phone Accounts

SEcnON 4 IMPLEMENTAnON AND ONGOING SERVICE REQUIREMENTS

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Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

WORLDCOM

4.1
IMPLEMENTATION REQUIREMENTS
4.1.1.
Installation Project Scheduled Requirements

4.2.

OTHER IMPLEMENTATION REQUIREMENTS

4.2.1.
Complete Installation
4.2.2.
Site Conditions
4.2.3.
Compliance With Laws. Rules and Regulations
4.2.4.
Implementation Plan
4.2.5.
Implementation Project Management
4.2.6.
Testing and Acceptance
4.2.7.
Initial Training
4.2.8.
Ongoing Training
4.2.9.
Attending meetings
4.2.10.
Inmate Phone Meetings
4.3
CONTRACT ADMINISTRATION REQUIREMENTS
4.4
PRIME CONTRACTOR

4.5.

DOC CONTRACT ADMINISTRATION

4.5.1.
Contract Responsibility
4.6.
SUPPORT REQUIREMENTS
Customer Service
4.6.1.
4.6.2.
Consulting
4.6.3.
Programming and Data Administration
4.6.4.
Maintenance. Repair and Installation
SUPPORT GROUP ORGANIZATION
4.7.
4.7.1.
Contract Management
4.7.2.
Centralized Staffing
4.7.3.
On-Site Staffing Availability
4.7.4.
Resolution ofComplaints
4.7.5.
Detailed Reporting Requirements
4.7.5.1.
Usage Reports
4.7.5.2.
Perfonnance Reports
4.8.
MAINTENANCE REQUIREMENTS
4.8.1.
Complete Maintenance
4.8.2.
Qualifications
4.8.3.
Problem Reporting
4.8.4.
Response
4.8.4.1.
Definition of Response
4.8.4.2.
Applicable Hours
4.8.4.3.
Minor Repairs
4.8.4.4.
Major Repairs
4.8.4.5.
Escalation
4.8.4.6.
Status Reporting

SECT10N 5 CONTRACTUAL REQUIREMENTS
5.1.
52.
5.3.

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CONTRACT TERM
CONTRACT AWARD AND EXECUTION
OTHER CONTRACTUAL CONDITIONS

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RfB # ITBOl163

5.3.1.
5.3.2.
5.3.3.
5.3.4.
5.3.5.
5.3.6.
5.3.7.
5.3.8.
5.3.9.
5.3.10.

5.3.11.
5.3.12.
5.3.13.
5.3.14.
5.3.15.
5.3.16.
5.3.17.
5.3.18.
5.3.19.
5.3.20.

5.3.21.
5.3.22.
5.3.23.
5.3.24.
5.3.25.

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WORLDCOM

Acceptance ofProposals Content
Contract Terms and Conditions Defined
Certification ofIndependent Price Determination
Independent Contractor
Single Contract
Idaho Public Utility Commission
Assignment OjContract Or Sub-Contracts
No Obligation to Buy
Proprietary Information
Multiple Proposals
Proposal Property ofState ofIdaho
Cost ofPreparing Proposals
Employment
Hold Harmless
Background Investigation
Compliance With Laws. Rules and Regulations
Compliance Audits
Conflict ofInterest
Record Keeping and Retention
Termination ofAgreement
Liquidated Damages
Notification/Resolution OJ Deficiency
Letter ofIntent
Litigation
Termination

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SEcrION 6 ORAL PRESENTATION •••••••..•..•.•....••••••.•.••.••.•..•.•...••.•.•.•..••.•••..••••••. 1

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Idaho Department of

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WORLDCOM

Corrections (IDOC)
RFB # ITB01163

SECTION 1

GENERAL INFORMATION
The goal of the Idaho Department of Correction (IDOC) with this Request For
Proposal (RFP) is to continue providing a comprehensive and quality
correctional Inmate telephone system.

1.:1.1

DEFINITIONS
Centers - Mean Community Work Centers
CWC - Means Community Work Center
Department - Means the Idaho Department of Correction
DoP - Means the State of Idaho Division of Purchasing
ICC - Means the Idaho Correctional Center
ICI-O - Means the Idaho Correctional Institution - Orofino
IDOC - Means the Idaho Department of Correction
IMSI - Means the Idaho Maximum Security Institution
Institutions - Means Prisons
ISCI • Means the Idaho State Correctional Institution
NICI - Means the North Idaho Correctional Institution
PWCC • Means the Pocatello Women's Correctional Center
SAWC - Means the Saint Anthony Work Camp
SICI - Means the South Idaho Correctional Institution

WorldCom Response: WorldCom has read and understands the definitions listed above.

1.:1.2

CURRENTAND PROJECTED INMATE POPULATIONS
The total inmate population for the Department of Correction was 5370 as of
April 3, 2001. The projected annual growth of total inmate population for the
next thirty-six (36) months is:

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% Growth

Projected Population

Section 1, Page 1

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Idaho Department of
Corrections (IDOC)
RFB # ITB01163

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2002
2003
2004

7%
7%
5%

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WORLDCOM
5,729
6,111
6,408

These figures are projections only and do not reflect any commitment of actual
usage by the State.

WorldCom Response: WorldCom has read and understands that the figures listed as
facility population are projections and do not reflect commitment of actual usage.

1.J.3 PROJECTBACKGROUND
The Department of Corrections has had a collect (called party paid) inmate
telephone service in all of its institutions and some centers, under a single
contract since 1997. This includes providing dial-tone for local, intra-LATA,
inter-LATA, inter-state and in some cases intemational calling. Additionally,
network-based call detail recording is available via the vendor for all
correctional centers. Each institution has premise-based ability to access call
detail recording and is equipped to do "real-time" call monitoring and records all
calls (other than properly placed attomey calls) which originate on their system.
The current contract, with AT&T, was signed in August 15, 1997 and expires in
November 15, 2001. The contract provides for the collect calling service, all
local access facilities required to connect the Department of Correction
locations to the AT&T network and related network hardware; all telephone
instruments; all recording and monitoring equipment: attomey number
database administration, allowed call list administration; coupled with the ongoing support, repair and maintenance of the complete network for Department
locations.

WorldCom Response: WorldCom has read and understands the projected background
as defined in the requirement above.

1.2

PURPOSE AND SCOPE
The purpose of this Request for Proposal (RFP) is to acquire inmate telephone
service for the offender facilities operated by the Idaho Department of
Correction (IDOC). This service is to include eight (8) existing facilities, three
CWCs, which are covered under the present contract, and any other facilities
which are either constructed or acquired during the life of the contract. The
Department would also like to add two additional CWCs, which are not covered
under the present contract. These two Centers will become part of this contract
when their present contracts expires. CWC-Twin Falls - Mountain Phone Co. expires 8/4/02, CWC-East Boise - Mountain Phone Co. - expo 7/31/02
A complete "turn-key" fully operational and reliable system is the highest priority
in this procurement. This will include protection of the public, continued
improvement of institution security and facilitation of law enforcement, through
a seamless system which will provide telephone service, call control
capabilities and the ability to record andlor monitor calls, as allowed by law.

section 1, Page 2

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RFB # ITBOl163

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WORLDCOM

The State also seeks to minimize called party charges (including call set-up
charges, local calling, intraLATA calling, interLATA calling and interstate
calling) and anticipates bearing no costs during this procurement and the life of
the subsequent contrad for services at either the current existing locations or
any other future locations. Rates charged to the called parties must be fixed for
the initial term, two years of the contract. Should the basis for these charges
(tariffs, regulations and/or standards) be reduced during the initial term, these
rate reductions must be communicated to the Department and applied to the
applicable charges upon implementation. Revenue from this contrad. is a lower
priority. Franchise fees will not be used in measuring vendor responses. No
State payments to the contractor will be allowed.

WorldCom Response: WorldCom has read and understands the purpose and scope of
the project as defined in the requirement above.
1.2.1.1 State's Responsibilities
Please note that the State's responsibilities for inmate services are limited to
the following:
•
•
•
•

Providing appropriate access to telephones for inmates;
Promptly reporting any maintenance or trouble requirements;
Providing reasonable access to secure facilities; and
Timely review and approval of Contrador reports.

WorldCom Response: WorldCom has read, understands, and agrees to the State
responsibilities listed above.

1.3

PROPOSAL PROCESS
The evaluation and seledion of a Contrador will be based on the information
submitted in the proposal, the result of reference checks, and oral
presentations.
Proposers should respond clearly and completely to all
requirements. Failure to respond completely may be the basis for rejeding a
proposal.

WorldCom Response: WorldCom has read and understands. WorldCom has complied
with and responded clearly to all stated requirements.

1.3.1 GENERAL FORMAT
Submit proposals on standard 8 W x 11" paper. Foldouts containing charts,
spread sheets, and oversize exhibits are permissible. The pages should be
placed in a back-bound "O-Ring" binder with tabs separating the major sections
of the proposal. Manuals and other reference documentation may be bound
separately.

WorldCom Response: WorldCom has read, understands, and has complied with the
format requirements.
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1.3.2 ApPROPRIATE PRESENTATION
Elaborate proposals (e.g. expensive artwork) beyond that sufficient to present a
complete and effective proposal, are not necessary or desired. Concise
responses are desired for ease of evaluating the responses.

WorldCom Response: WorldCom has read, understands, and has complied with the
requirement regarding presentation.

1.3.3

CRoss-REFERENaNG
If a cross-reference is made in the proposal, it must refer to a specific page and
paragraph in the proposal or technical manuals (not sales brochures), and must
supplement rather than constitute a direct answer to the RFP question or
statement. Cross-referencing entire chapters or sections is not acceptable.
Evaluators will not score responses that are not clearly marked and easily
located.

WorldCom Response: WorldCom has read, understands, and has complied.

1.3.4

PAGrNATION
Number pages consecutively in each section of the proposal shOWing proposal
section number and page number. This pagination should be included in the
Response's table of contents.

WorldCom Response: WorldCom has read, understands, and has complied with
pagination requirements.

1.3.5 PlUaNG INFORMATION exCLUDED FROM MAIN PROPOSAL
As indicated in RFP Section 1.4.5. proposals must be submitted in two
volumes. Volume 1 contains Proposal Sections 2-5 as defined below. Volume
2 contains Proposal Section 7, Prices. No prices or price information may
appear in the Technical proposal for any reason. Failure to comply with this
instruction is grounds for rejection of the entire proposal.

WorldCom Response: WorldCom has read, understands, and has complied. All pricing
material is contained in Volume 2, Pricing.

1.4

PROPOSAL REQUIREMENTS
Proposals must be submitted as outlined in the following sections.

WorldCom Response: WorldCom has read, understands, and has complied with the
outline.

section 1, Page 4

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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WORLDCOM

1.4.1 PROPOSAL SECTION 2: PROPOSAL CONDrTrONS (VOLUME 1)
Provide an executive summary overview of the proposal, including the following
elements;
•
•
•
•

Acknowledgment of all the site conditions provided in RFP Sections 2.1 and responses to
the specific points in Section 2:
Brief description of call processing, using a flowchart or other means to clarify the entire
sequence;
Brief description of the architecture of the statewide system proposed, including physical
and/or logical diagrams;
Other information the Proposer deems necessary to convey a clear summary view of the
distinctive benefits of their proposal.

WorldCom Response: WorldCom has read and understands. The executive Summary
to WorldCom's proposal is found in Section 2 of Volume I of the WorldCom response.

1.4.2 PROPOSAL SECTION 3: FUNCTIONAL AND TECHNICAL PROPOSAL (VOLUME 1)
Respond to each and every requirement in RFP Section 3, using identical
numbering. Follow the additional instructions in RFP Section 3 with respect to
the specific contents of responses. Responses should follow the reiteration of
the specific question. Responses of "Understood", or ·Comply·, or similar
phrases will generally be given a minimum score.

WorldCom Response: WorldCom has read, understands, and has responded to each
requirement in Section 3 with identical numbering and detailed response format.

1.4.3 PROPOSAL SECTION 4: IMPLEMENTATION AND ONGOING SERVICE
REQUIREMENTS (VOLUME 1)
Respond to each and every requirement in RFP Section 4, using identical
numbering. Follow the additional instructions in RFP Section 4 with respect to
the specific contents of responses. Responses should follow a reiteration of
the specific question. Responses of ·Understood", or ·Comply", or similar
phrases will generally be given a minimum score.

WorldCom Response: WorldCom has read, understands and has responded to each
requirement in Section 4 with identical numbering and detailed response format.

1.4.4 PROPOSAL SECTION 5: CONTRACTUAL REQUIREMENTS (VOLUME 1)
Proposers may request additions or modifications to the contractual language
in the RFP at their option. The State may accept or reject such requests.
Alternatively, proposals may provide a simple statement accepting all language
as presented.

WorldCom Response: WorldCom has read and understands. Any additions or
modifications to contractual language are found in Section 4 of WorldCom's response.
SectIon 1, Page 5 ,

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1..4.5 PROPOSAL SECTION 7: COST AND REVENUE REQUIREMENTS (VOLUME 2)
Provide the required pricing information in exactly the format shown in RFP
Section 7.
Remember that Proposal Section 7 (all copies) must be in a separate sealed
box or envelope from the remainder of the proposal, and that no price
information may appear in any other proposal section.

Worldeom Response: WorldCom has read and understands. No pricing infonnation is

found in Volume I and all pricing infonnation is contained in Volume 2. This volume
has been sealed in a separate box labeled "WorldCom Price Proposal."

1.5

EVALUATION AND SELECTION PROCESS
All proposals will be evaluated in an objective and highly structured process,
and all will be treated in a uniform manner. Technical and price evaluations will
be conducted separately, and no price information will be available to the
functional evaluators during their evaluation.

WorldCom Response: WorldCom has read and understands the requirement regarding
evaluation and selection as listed above.

1..5.1. EVALUATION CATEGOIUESAND WEIGHTS
The table below indicates the total number of points that will be assigned to
each area of the RFP evaluation. These weights are provided here for your
understanding of the state's general applications and requirements.

Evaluation Criteria:
Sections 2, Contractors Qualifications
Sections 3, Functional and Technical
Requirements
Sections 4, Implementation and Ongoing
service Requirements
Section 6, Oral Presentation:
section 7, Price:
Grand Total:

100
200
200
200
600
1300

WorldCom Response: WorldCom has read and understands the evaluation and

weighting categories listed above.
1..5.2 PROPOSER QUESTIONS
In the event that the evaluation team requires further clarification of proposals,
questions will be sent to all proposers requesting additional information on
unclear points. Proposers will be required to reply to such requests by the date

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specified in order to continue to be considered. Proposers will not be allowed
to change their proposals in this process.

WorldCom Response: WorldCom has read and understands. WorldCom will comply
with this requirement if the State issues a request for additional information.

1.5.3

WAIVER OF MINOR AONINISTRA 1IVEIRREGULAIUTIES
The State reserves the right, at its sole discretion, to waive minor administrative
irregularities contained in any proposal.

WorldCom Response: WorldCom has read and understands that the State may waive
minor administrative irregularities contained in proposals.

1.5.4

ERRORS IN PROPOSAL
The State is not liable for any errors in Proposers' proposals. Proposers will
not be allowed to alter proposal documents after the deadline for proposal
submission. The State reserves the right to make corrections or amendments
due to errors identified in proposals by the State or the Proposer Proposers
are liable for all errors or omissions contained in their proposals.

WorldCom Response: WorldCom has read and understands the requirement regarding
errors in proposals.

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Executive Summary
WorldCom has taken great pride in providing inmate telephone services for the
past II years. Our in-depth understanding of the corrections market place is a direct
result ofour extensive experience working with State, Federal and County Department of
Corrections administrative staff and executive personnel. With this proposal, WorldCom
welcomes the opportunity to serve the State of Idaho and the Department of Corrections.
We will leverage our unique experience in the inmate telephone industry and
implemented procedures, systems, and informational databases that support the needs of
the IDOC for inmate calling services.
While WorldCom has a proven record of meeting or exceeding the State, Federal
and County requirements, we are not content to rest on our laurels. Our account team is
determined to provide equipment and system capabilities that will provide state-of-the art
inmate telephone service and administrative support throughout the life of this contract.
State of Idaho procurement calls for state-of-the-art call processing, call
monitoring, and recording services. Throughout WoridCom's decade of experience in
the inmate phone services business, we have established a reputation for our ability to
combine call control and recording capabilities into a seamless solution for inmate
telecommunications. We have drawn on this experience to design the technical solution
for the State of Idaho that is described in this proposal. WorldCom has not forgotten that
technologies and procedures can augment-but never replace--solid customer service.
WorldCom has demonstrated time after time its commitment to meeting customer
requirements by its performance on existing contracts. We have implemented solutions
that benefit the inmates as well as the friends and families of the Inmates by improving
customer service. The benefits also extend to the Department of Correction personnel by
reducing administrative workload allowing them to focus on more important tasks.
As an industry leader, WorldCom will apply its experience to implementing a
fully compliant, state-of-the-art portfolio of products and services for inmate calling. Our
proven solution is accompanied by a commitment to and enthusiasm for the State of
Idaho and the Department of Corrections Program that is unmatched in the
telecommunications industry.
Our first example of this commitment is to support the IDOC's desire to provide
rates that will benefit both the inmates, and the friends and families of the inmates by
offering the IDOC rate options that meet this goal.
Executive Summary

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This Executive Summary highlights the key elements of our proposal that promise
success for the State of Idaho Corrections Program over the life of the contract:
•
•
•
•

Project insight
The WoridCom team
Technical solution for inmate services
Management approach

PROJECT INSIGHT
Since 1989, when WoridCom first entered the correctional telecommunications
market, the company has been deploying significant technology advancements in this
aren~from inmate services and live operator call processing, to the use ofautomated
operator and collect call-only service, to the provision ofdetailed management reports for
investigating fraudulent calling activities. We, then, introduced real-time reporting, audio
recording ofinmate calls, and other improvements and expanded services. WorldCom
now offers a seamless solution for inmate telecommunication-one that positions us to
work closely with our customers to provide complete managed network services. Within
the last two years, many ofthe State Corrections program across the United States have
contracted with the with WoridCom for their inmate payphone calling system for the
second and third consecutive contract terms.
Many State and County correctional programs have looked to WoridCom to
provide inmate calling services programs. We feel our experience in this marketplace has
given us unique insight into the breadth and mission-critical nature of such programs.
We feel justified in asserting that WorldCom is the only provider who knows
what it takes to deliver the highest quality systems and services to the IDoe while
maximizing its revenues. By awarding the statewide contract for premise and inmate
telephone systems contract to WorldCom, the moc can be assured that a single,
knowledgeable vendor will be able to deliver a turnkey solution, provide full program
control, and deploy a consistent technology for service throughout the state.

THE WORLDCOM TEAM
WorldCom has assembled a team for the IDOC procurement that is based on each
team member's capabilities and success in the telecommunications industry, and
experience in implementing networks and transitioning services similar to those
requested in the solicitation. The following paragraphs highlight each team member's
corporate background and responsibilities as they relate to the proposed solution.
Executive SUmmary

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WoridCom will serve as the prime contractor and direct the activities of the team
to provide the services and products required by the 100C. WoridCom has contracted
with AllCorn Communications and Global Tel*Link to provide support as subcontractors.
All on-site call processing and recording equipment will be purchased from and
warranted by Global Tel*Link. AllCorn, a Woman Owned Business Enterprise, will
install the equipment and provide call control and call processing. In addition, AllCorn
will maintain the inmate phones in addition to maintaining the call control and call
processing system. Furthermore, the fact that the team members enjoy a successful
history working together ensures the State will have program continuity while WorldCom
applies the individual strengths of each corporation to fulfill contract requirements and
provide superior customer service.
WorldCom
As prime contractor and network services manager for the State of Idaho and the
Department of Corrections, WorldCom will be the single point of contact for the State of
Idaho and the Department of Corrections. Our primary responsibilities will be to provide
the managed network services for the overall program. This includes network
engineering for our fully integrated, global network; program management, including
vendor management, technical support, customer support, and training; and quality
assurance ofthe program's products and services.

The WorldCom entity that is charged with the direct responsibility for the success
of the moc Program is the Government Markets organization. Since its establishment
in the mid-1980s, this group has grown to become a multibillion-dollar value-added
telecommunications network and systems service provider for state, county and federal
government customers. Such success is a direct result of providing advanced domestic
and international services to federal customers such as the Legislative Branch, Federal
Aviation Administration, Department of Defense, and U.S. Postal Service.
In addition to the Federal customers noted above, WoridCom currently provides
services to 17 state and numerous county correctional programs to include California's
Department ofCorrections, Florida Department of Corrections and the Missouri
Department ofCorrections. In aggregate, the total inmate population within these states
and counties exceeds 440,000. The spectrum of inmate populations ranges from our
largest state customer, California, with more than 160,000 inmates, to Wyoming with 900
inmates. Regardless of size, the common denominator among our customers is the fact
that they can count on WorldCorn to provide reliable inmate payphone services.

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Global Tel*Link
Global Tel*Link (Global) is a subsidiary ofSchlumberger an $8.1B worldwide
leader in technology applications with corporate headquarters in New York and Paris.
This finn has extensive experience implementing integrated inmate telephone systems
with the same scope and complexity as the Idaho Department ofCorrections Program.
Global Tel*Link has been actively involved in the development, manufacturing,
marketing and support of automated inmate telephone systems since 1989. Global
Tel*Link was specifically founded with the intent of providing inmate telephone services
and, to date, this remains its singular activity. The company currently provides telephone
service to more than 77,000 inmates, with more than 2.5 million call records a month
processing through its IT department. Over its 1 year operating history, Global has been
responsible for the installation ofover 5,300 lines ofinmate telephone systems at 161
city, county and state correctional facilities.

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The same experienced Global Tel*Link professionals who implemented those
systems will support WorldCom in implementing and managing the 100C. Global will
manufacture the LazerPhone call processing equipment and software, provide call
monitoring and recording equipment, assist in the implementation ofthe equipment, offer
training assistance, and provide on-going second level maintenance and engineering
support.
ALLCOM
AlICom will provide on-site installation and maintenance for the Idaho
Department ofCorrections inmate phone system. Since 1997 AlICom's project
management personnel have provided expert maintenance service to WorldCom in
support ofmultiple correctional contracts located throughout the United States. AlICom
has developed an excellent rapport with each of its clients and possesses a thorough
understanding ofsecurity policies and procedures. AllCorn management personnel were
involved in several other inmate telecommunications contracts, including those for the
department of corrections in Missouri, Kentucky, Florida, and Louisiana and various
county programs.

TECHNICAL SOLUTION
WorldCom's technical solution is based on proven equipment and system
platfonns. This solution gives the IDOC the opportunity to enhance the program with
little or no economic or perfonnance risks.

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We have an established track record of handling large service transitions. We
have an experienced project team led by the key personnel. This team has developed an
approach to the program that not only meets or exceeds all technical requirements, but
also involves a plan of action to minimize the impact of equipment transition on users
while providing immediate financial benefits to the State of Idaho.

INMATE SERVICES
WorldCom understands the critical nature of providing a full range of equipment
and services that strictly control inmate calling.
WorldCom will provide an inmate call control system that uses state-of-the-art
equipment and technology to ensure a secure calling solution. Our premised-based
automated operator services platform will provide a secure, intelligent system for inmate
collect-only calling. We furthermore will maintain and service the inmate phones and the
recording and monitoring equipment.

WORLDCOM SOLUTION OVERVIE\V
As depicted in the figure below, WorldCom will establish and maintain a closed,
secure, frame relay based wide area network (WAN) to connect all of the IDOC facilitybased systems and user workstations with two redundant database servers one located at
the Global Tel*Link's headquarters in Mobile, Alabama and one at Global Tel*Link's
Network Operations Center in Houston, Texas.

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GIobIIT~8tWOrt
o,:enter

GlcbalTlIM.lnIl
HIItWortl Opllfllllcns

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Centllr8erver12
Hou.ton

The installation of the facility-based LazerPhone platform connected to a central
database server via a WAN offers significant improvements over most platforms in use
today. As calls are processed, a duplicate copy will be made and sent to the central
database servers. This process will be replicated at each IDOC facility, effectively
creating three redundant copies of all call detail records (CDRs) generated by the IDOC
facilities, one at the IDOC facility controller workstation(s) and one at each ofthe two
Global Tel·Link central server locations. The central database servers also will store
redundant copies of the inmate's PIN and allowed list of call recipients. Because all of
the relevant information from each facility will be stored at the central database servers
and updated on a call-by-call basis as each call is attempted, system-wide reporting will
be available from any location on the WAN. This means that, for example, the chief
investigator for all prisons will be able to query all the IDOC facilities for a CDR from
any workstation connected to the WAN without logging into each facility and running the
report request. Furthermore, our proposed solution will safeguard the IDOC's missioncritical data from a single point of failure. Should a catastrophic event, such as a tornado
or a direct lightening strike, disable the system, we will install a replacement platform
and populate it with the affected facility's data that is stored at the either of the central
database servers

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The WAN facilities perform remote monitoring of live and archived
conversations. Provided the user has proper access, he/she may listen to any
conversation at any IDOC facility from any IDOC facility. The conversation is
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WORLDCOM

transported across the WAN to the workstation on the WAN, which requested to listen to
the conversation.

INSTALLATION AND l\'1AINTENANCE
WorldCom's installation solution for the coinless, collect phone calling system is
based on our past experience of installing inmate calling systems and the unique
perspective we have gained doing so. Through WorldCom's partnership agreement,
AllCom will have the responsibility for all on-site personnel, equipment, system
maintenance including maintenance ofthe inmate telephones, station cabling, inmate
communications access lines, and the call control, recording and monitoring systems
equipment at the IDOC. By using a single on-site maintenance vendor, we have
eliminated the potential for confusion that can occur with multiple vendor maintenance
solutions.
WorldCom will dedicate three site administrators/technicians to the IDOC
Program to ensure immediate response to any operational or customer service issues.

MANAGEMENT APPROACH
A critical program such as the inmate and public pay telephone system for IDOC
demands that the successful bidder have a careful plan for managing all aspects of the
resulting contract. As the current inmate phone service provider for many ofthe nation's
largest DOC projects, including the State of California, New York and Florida,
WorldCom's seasoned account team will manage the project and serve as the single point
of contact for the IDOC.
The key members of the WorldCom Account Team include the Sr. Manager,
Steve Viefhaus; Account Manager, Marty Recker; the Field Operations and Senior
Project Manager, Tracy Stewart, Inmate Payphone program technical support manager,
one on-site Service Technician and one PIN administrator. The on-site personnel will be
dedicated to supporting the IDOC's inmate system and related services and will be
assigned after contract award.
Mr. Viefhaus, Mr. Stewart and Mr. Recker will be IDOC's poe for all business
issues. Mr. Viefhaus and Mr. Stewart both have in excess of 15 years with WorldCom
and have been supporting the proposed solutions since its inception in 1989. Mr. Recker

has been employed with the telecommunications industry for 14 years and has extensive
customer service, network planning and technical support for large carrier and corporate
customers as well as state government and university applications.
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In addition to the WorldCom account team the IDOC will be supported by the
experienced staff ofAllCorn and Global Tel*Link.

This WorldCom account team will be accessible to the State ofIdaho and the
Idaho Department of Corrections representatives by voice, pager, facsimile, and
electronic mail communication. A toll-free number to contact the WorldCom help desk
will be made available following contract award.

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The IDOC account team is a part of WorldCom's Digital Government Enterprises
organization, under the direction ofMs. Nancy Collins, Director. Its Law Enforcement
Division, under the direction of Senior Manager Steve Viefhaus, is composed of
telecommunications professionals who have implemented and supported inmate
telephone systems for WorldCom customers since 1989. The Law Enforcement Division
includes marketing and technical professionals who understand the IDOC's mission and
requirements and possess the required skills to support all aspects ofthe inmate telephone
services contract. The Law Enforcement Division will be guided by management
practices that have been successfully applied to other WorldCom contracts across the
United States. The IDOC account team will benefit from a high level of corporate
visibility with clear lines ofauthority. The account team reports directly to Ms. Nancy
Collins, who will ensure that all necessary resources are made available to deliver all
required services. The involvement by WorldCom executive management also provides
a point ofescalation for both the account team and the IOOC.

WORLDCOlVl'S CUSTOMER COMMITMENT
WorldCom proudly submits this proposal for the Idaho Department of Collections
statewide premise equipment and inmate telephone systems. We believe the character of
WorldCom can be seen in the three fundamental attrIbutes that account for our success:
han! work, perseverance, and- most of a11-listening to our customers. This dedication is
reflected in the company's drive to offer innovative solutions in partnership with our customers. Bysubmitting this proposal, we declare our capability and commitment to
perfonning the very highest quality work on the !DOC Progr.un.
In selecting the WorldCom team the IDOC will gain a proven workforce of highly
qualified, WorldCom-led professionals who understand the IDOC's mission and who
possess demonstrated capabilities in creating and maintaining superior communications
systems. The IOOC also will gain WorldCom as its strategic communications partner--a
prime contractor that invests more than two billion dollars every year in its own advanced
network infrastructure. This is an investment that the IOOC will be able to leverage
continuously over the life of the contract.

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We are convinced that the success of the statewide contract for premise equipment
for inmate telephone systems depends on a partneIShip between the State and WorldCom.
WorldCom will provide the State with a dedicated account team, state-of-the-an equipment
and solutions, an executive-level commitment to delivering superior customer service and an
tmbridled corporate culture that is driven to achieving complete customer satisfaction. The
State of Idaho can COtmt on these advantages with an award to WorldCom.

Executive Summary

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Section 2
Executive Summary and Proposal Conditions
2.1
2.1.1

GENERAL FAOLITY CONDmONS

CURRENTAND PROJECTED SrTES AND TYPES
There are 8 sites and three Community Work Centers, presently covered by the
in-place contract. All of these locations, plus any new sites constructed or
acquired during the term of this contract will be equipped for service and
included in the contrad. The Department would also like to add two additional
Community Work Centers. which are not covered under the present contract.
These two Centers will become part of this contract when their present
contracts expires. CWC-Twin Falls - Mountain Phone Co. - expires 8/4/02.
CWC-East Boise - Mountain Phone Co. - expo 7/31/02

WorldCom Response: WorldCom has read and understands.
WorldCom will provide calling solutions at the eight Idaho Department ofCorrections
sites and the three Idaho Community Work Centers as well as the additional sites when
their exiting contracts expire. Solutions for each type of facility are described in detail in
Section 3, Functional and Technical Requirements.

2.1.2 INSTrTUTIONAL SECUIUTYAND ACCESS REQUIREMENTS
The vendor work rules and procedures vary from site to site, dependent on the
site's security level and physical limitations. These work rules will be provided
to the successful vendor before the commencement of any work on this project.
Actual site orientations may be held for the vendor. Any vendor employee.
working at a Department location, must present proper picture identification.
The Department also reserves the right to deny access at its' sole discretion.

WorldCom Response: WorldCom has read and understands.
WorldCom will strictly adhere to the work rules and procedures at each site as set forth
by Idaho Department of Corrections. Identification will be provided to facility personnel
upon scheduled entry of each facility. WorldCom understands that approved entry of
personnel is at the discretion of the Department.

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2.1.2.1 Assignment ofContractor Staff
Each institution/center has the sole right to allow or not allow any Contractor
employee to enter and work in its facilities. Contractors will be required to
provide whatever information about employees is requested by the
institution/center, and to replace any employee at the direction of the
institution/center.

WorldCom Response: WorldCom understands and will comply.

WorldCom and its selected sub-contractors recognize the importance of the strict security
requirements of all correctional facilities.
As the prime contractor, WorldCom will take the lead responsibility in ensuring that all
personnel identified to work at authorized sites complete and pass any criminal
identification checks required by IDOC. WorldCom will work with IDOC personnel to
obtain all State forms and other documentation required by IDOC. WorldCom will then
ensure that only personnel who have been cleared by IDOC be allowed to work in the
designated facilities. WorldCom will replace any sub-contractor personnel at the request
of the institution.
WorldCom will require that all personnel must carry identification cards at all times
while performing work involving the project.

2.1.3

CURRENTAND PROJECTED TELEPHONE USAGE
Attachment 1 to this RFP provides the number of telephone lines at each
location, the total calls made, and the total minutes of usage for calendar yearend, 2000. Additionally. Attachment 2 contains a listing the number of
offenders housed at each facility, as of 17 July 2001, is also included. This
listing is for purposes of example only and in no way reflects any commitment
of future usage by the State.

WorldCom Response: WorldCom has read and understands that information contained

in Attachments I and 2 of the RFP are to be used as examples only and do not reflect a
commitment for future usage by the State.

2.1.4

ExrsTrNG CONTRACTS
The existing contract with AT&T will expire in November 15, 2001.
Coordination of any changes in service will be determined by all parties
involved to assure a transparent change with without loss in services.

WorldCom Response: WorldCom has read and understands.
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WorldCom understands the importance of a seamless transition of calling services.
WorldCom's project management and the assigned support personnel will be available to
assist with the migration from the current systems to the WorldCom solution. In the
event that a data exchange is required, the system administrator will be able to upload a
text type file or some other mutually agreed upon method and/or will manually gather the
information for all inmates and input the data into the new system. If the incumbent
information is readily available, this process is anticipated to take 10 business days or
less. It is important to note that these steps are done in conjunction with the physical
installation of the equipment.

2.1.5 ExrsnNG WrlUNG
All inside wiring. from the house side of the cable entrance blocks, to the
individual inmate telephones. belongs to the State and is available for re-use by
the Contractor at the Contractor's option. Any inside cabling installed by the
Contractor will automatically become the property of the State at the end of the
contract. The responsibility for all cable maintenance, including existing Stateowned cabling reused by the vendor. will become the responsibility of the
successful vendor.

WorldCom Response: WorldCom understands and will comply.
All required wiring for inmate phones, the WorldCom Proposed solution. and the Global
Tel*Link inmate call control system. will be installed and maintained at no cost to the
lODe. If existing cable plant pairs are not available, WorldCom will install new
facilities using approved color scheme.
WorldCom will clearly label all equipment, related inside cable plant wiring. and
termination hardware used for the LazerPhone system as "inmate phones."
WorldCom understands and agrees that any and all cabling. once installed, becomes the
property of the State of Idaho.
WorldCom will utilize any existing facilities that meet wiring specifications as required
by the FCC, Bellcore and central office industry standards. The cabling must also meet
the manufacturer's specifications for the proposed inmate call control system. Normally,
Category 3 or Category 5 and higher cabling will be used for the LazerPhone
workstations that are located throughout the facilities.
In the event that additional cabling is required for inmate phones or the call control
system, WorldCom will use Bellcore and other industry standard specifications. All
wiring will be installed at WorldCom's expense. Ifexisting wiring and conduit is not
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available. WorldCom will submit a request for approval for additional installation
requirements. These requirements will be evaluated on an individual case basis.

2.1.6 ENO-To-END RESPONsrBrUTY
All responsibilities described in the RFP will be the minimum accepted level of
Vendor responsibility.

WorldCom Response: WorldCom understands and agrees that all responsibilities
described in the RFP are the minimum acceptable level of vendor responsibility.

2.2

CONTRACTOR QUAUFICAllONS
The Contractor to the State needs to be financially solvent. experienced, and
have a good history of providing proven products with a high grade of customer
satisfaction.
To substantiate its qualifications, Proposer must respond in full to the questions
in RFP Sections 2.2.1 - 2.2.4 below. The primary vendor will be responsible,
to the Department for all of these responses, as well as any responses related
to any subcontractors utilized during the term of the contract.

Confirm that your proposal meets all the requirements of this RFP in full.

(.

WorldCom Response: WorldCom understands and meets all requirements of the RFP
in full. In addition, as Prime Contractor. WorldCom understands and agrees to take
responsibility for work performed by subcontractors throughout the life on the contract.

2.2.1

STABrUTY
Provide evidence of financial stability. such as an Annual Report. income
statements and closing balance sheets for the past two years, audit opinions
from independent CPA firms, Dun & Bradstreet reports, etc.

WorldCom Response: WorldCom is a leading provider ofa variety of
telecommunications service ranging from voice only services to data and networking
services for a customers from commercial. governmental and international organizations.
WorldCom recognized over $39 billion in revenue in 2000. The Government Markets
division of WorldCom is responsible for the WorldCom services begin provided to
Federal, State, and local branches of government, and international organizations and
agencies. In addition to that responsibility, Government Markets also works to provide a
variety ofservices to educational institutions throughout the country. A 2000 annual
report has been provided in Attachment 10 to provide evidence of the financial stability
of WorldCom.

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2.2.1.1. Ownership
State your form of ownership and the number of years you have been in
business under your current name. The State reserves the right to investigate
further than the vendors responses to this RFP to determine financial stability.

WorldCom Response: MCI WorldCom Communications, Inc. (WorldCom) is a wholly
owned subsidiary ofMCI Communications Corporation (MCIC). MCIC is a wholly
owned subsidiary of WorldCom, Inc. (WorldCom). With revenues of more that $39
billion and approximately 77.000 employees, WorldCom combines financial strength and
a depth of resources to pursue the industry's best growth opportunities with an advanced
global network.
WorldCom hast been doing business under its current name since May 1999. Prior to that
time, MCI WorldCom Communications. Inc. was known "WorldCom Technologies,
Inc."

2.2.1.2. Management
Provide the names of your chief officers, if a corporation. and of all partners. if a
partnership. If a corporation. state the year and state of incorporation.

WorldCom Response: MCI WORLDCOM Communications. Inc. is a Delaware
corporation organized in 1992 under the name WorldCom Technologies, Inc. The
Company began operating under its current name in 1999, following a merger between
MCI Communications Corporation and WorldCom. Inc. The type of business ventures in
which WorldCom is involved include providing a wide range of telecommunications
services to a variety of customers both domestically and internationally. WorldCom
provides a full range of global voice, data. Internet and facsimile services to millions of
business and residential customers. as well as state and Federal government agencies, and
international organizations. Quality and reliability are hallmarks of WorldCom's
services. from local to residential and international long distance, to Internet, and other
technologically advanced services for every business need.
Table 2.2.1.2 lists the chief officers of WorldCom.
TABLE 2.2.1-2. WORLDCOM CHIEF OFFICERS

Name

'

..

Bernard Ebbers
Bert Roberts
John Sidgmore
Scott D. Sullivan

OffIce Held
President and Chief Executive Officer
Chairman of the Board
Vice Chairman of the Board
Chief Financial Officer. Treasurer and
Secretary

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2.2.1.3. Experience
Provide a brief narrative describing your experience providing Inmate
Telephone Systems, This narrative must address the length of time you have
been providing Inmate Telephone service, the size of the system(s) provided,
and the number of systems in place,

For the past twelve years WorldCom's Law Enforcement Team has taken great pride in
providing inmate telephone services to Departments of Corrections for many states
throughout the country. WorldCom's understanding of the State of Idaho Department of
Corrections Program requirements for inmate telecommunications and services is a
product of WorldCom's extensive experience working with correctional staff and
executive personnel on projects throughout the country.
'As the nation's largest provider of inmate telecommunications for state inmates,
WorldCom is committed to implementing procedures, solutions, and more importantly,
human capital, to support the needs ofthe IDOC. As a result of WorldCom's extensive
experience, the solutions designed for IDOC not only meet but also exceed the
requirements specified in this Request for Proposal.
Throughout WorldCom's history in the inmate phone services business, WorldCom has
established a reputation for providing sound leadership and superior program
management skills, integrating call control, call recording, and network management into
a seamless inmate telecommunications solutions. WorldCom has not forgotten that new
technologies and procedures can augment--but never replace-WorldCom's
commitment to meeting its customers' needs.
SUCCESSFUL HrsrORYrN THE INNATE PHONE SERvrCES BlIsrNESS

Throughout its 12+ years of experience in the public payphone and inmate phone services
market, WorldCom has established a reputation for the ability to combine operator
services, call controls and recording capabilities into a seamless solution for public
payphones and inmate telecommunications.
WorldCom has already demonstrated its commitment to meeting customer requirements
by its performance on 15 Department of Corrections contracts. WorldCom has
implemented solutions that benefit both the inmates, by improving customer service and
lowering end user rates, and Departments of Corrections Administrations, by reducing
administrative workload and paying reasonable commissions.
The longevity of WorldCom contracts and the number of repeat contracts clearly indicate
both WorldCom's success in the market and the value that it offers Departments of

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Corrections Administrations across the country. Clearly, state Departments of
Corrections elect to continue to do business with WorldCom, because it provides service
that meets or exceeds each department's high expectations resulting in partnerships. This
partnership has led to many repeat contracts.
Last year, the State of Ohio and the State of Missouri each signed their third consecutive
contracts with WorldCom. WorldCom also extended its relationship with the State of
Minnesota with the execution of its second consecutive contract. In 1999, Arkansas
signed their second consecutive contract with WorldCom. In 1998, the Commonwealth
of Virginia signed their second consecutive contract with WorldCom. This year marks
the sixth year that the WorldCom has provided inmate telephone services to the State of
Florida We are confident that Idaho would describe WorldCom's historical performance
as exceptionally reliable led by a team of industry leading experienced professionals.

(

The common denominator among all of WorldCom's customer relationships is superior
account management and day-to-day service. WorldCom's hands-on day-to-day
management approach ensures that each facility, investigator, and central office staff
member receives the highest level of service. This philosophy is resoundingly embraced
by our customers and is evidenced by the long-term relationships.
Table 2.2.1.3 shows a list of current Department of Corrections Customers with
WorldCom.
TABLE 2.2.1.3-1
Project Name

Project Description

State of Arkansas Department of COrrections

Prime COntractor for networked turnkey Inmate telephone system.

State of california Department of COrrections

Prime COntractor for Inmate telephone system.

State of Colorado Department of Corrections

Prime Contractor for networked turnkey inmate telephone system.

State of COnnecticut Department of
Corrections

Prime Contractor for networked turnkey inmate telephone system.

State of Rorlda Department of COrrections

Prime COntractor for networked turnkey inmate telephone system.

State of Georgia Department of COrrections

Prime COntractor for networked turnkey inmate telephone system.

State of Illinois Department of COrrections

Prime Contractor for networked turnkey inmate telephone system.

State of Kentucky Department of COrrections

Prime COntractor for networked turnkey Inmate telephone system.

State of Louisiana Department of COrrections

Prime Contractor for inmate telephone system.

Commonwealth of Massachusetts
Department of Corrections

Interlata collect inmate telephone service proVider.

State of Minnesota Department of
COrrections

Prime Contractor for networked turnkey Inmate telephone system.

State of Missouri Department of COrrections

Prime COntractor for networked turnkey inmate telephone system.

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Project Name -

Project Description

State of New York Department of Corrections

Prime Contractor for inmate telephone system.

State of Nevada Department of Corrections

Prime Contractor for networked turnkey Inmate telephone system.

State of Ohio Department of Corrections

Prime Contractor for networked wmkey inmate telephone system.

State of Virginia Department of Corrections

Prime Contractor for networked wmkey Inmate telephone system.

State of Wyoming Department of Corrections

Prime Contractor/Subcontractor for turnkey inmate telephone
system.

Dallas County Jail, TX

Interlata collect inmate telephone service provider.

Hillsborough County Jail, FL

Prime Contractor for networked turnkey inmate telephone system.

Oakland County Jail, MI

Prime Contractor for networked wmkey Inmate telephone system.

Plymouth County Jail, MA Department of
Corrections

Interiata collect Inmate telephone service proVider.

Radne County Jail, WI Department of
Corrections

Prime Contractor for networked wrnkey Inmate telephone system.

2.2.1.4. References
Provide a complete client list of comparable projects, inclUding points of contact
(name, address, telephone and fax number), which can be used as references
for work performed in consideration for this RFP. These organizations may be
contacted to determine the quality of work performed and personnel assigned
to the project. The results of the references will be provided to reviewers and
may be used in scoring the proposal.

WorldCom Response: WorldCom has read and understands the above listed
requirement.
A listing offive of WorldCom's existing State customers that have same or similar
products and services as proposed by WorldCom in response to this RFP is provided in
Table 2.2.1.4-1.

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TABLE 2.2.1.4-1. WORLDCOM REFERENCES.

Project Name I Contact

Project DescrIption

Information
State of Arkansas
Department of Corrections

Type of
System:

Prime contractor for networked tum-key inmate telephone system

Burl Scifres

Adult

6814 Princeton Pike

Type of
Facility:

Pine Bluff, AR 71602

Functionality:

Collect

(870) 267-6267

Size:

Number of Inmates 11,400

Fax 870-267-6262

Number of Phones 450

State of Missouri
Department of Corrections

Type of
System:

Prime contractor for networked tum-key inmate telephone system.

Fiscal Management

Adult

2727 Plaza Drive

Type of
Facility:

Jefferson City. MO 65109

Functionality:

Collect

Theresa Roedel

Size:

Number of Inmates 25.000

573-522-2783

Number of Phones

1,400

573-526-5885 (fax)
State of Illinois Department
of Corrections

Type of
System:

WoridCom provides PIC for InterLATA and interstate telephone
services for select adult institutions and Prime contractor for call
control for 10 Adult Transition and Youth Centers and 1 Adult
Facility

Type of
Facility:

Adult

Functionality:

Collect

Delores Kruger
Department of Central
Management Services
120 West Jefferson St.
Springfield IL 62702
(217) 782-9492

Size:

Number of Inmates 20.000
Number of Phones

Fax 217-524-0755

800

State of Kentucky
Department of Corrections

Type of
System:

Prime contractor for a turnkey premise based telephone system

Ken Dressman

Type of
Facility:

Adult

Principal Assistant
Room G40

Functionality:

Collect

275 E. Main Street

Size:

Frankfort, KY 40602

Number of Inmates 15.500
Number of Phones 600

(502) 5644726
FAX 502-564-5037

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Project Name I Contact
Information
' '

Project cesaipti.on "

State of Wyoming,
Department of Corrections

Type of
System:

Prime/Sub Contractor for turnkey premise based inmate telephone
system.

Pat Anderson

Type of
Facility:

Adult

700 W. 21 Street
Cheyenne, WY 82002

Functionality:

Collect

307-777-7469

Size:

"

':

',;;"

'..

.

Number of Inmates: 1100
Number of Phones: 101

2.2.1.5 Authorization to Operate
Certify that you are licensed to do business in the State of Idaho, and have
satisfied all requirements of the Public Utility Commission of Idaho and the
Federal Communications Commission, or, if not, how you will be able to satisfy
these requirements before the start date for any service.

WorldCom Response: WorldCom has read, understands and hereby certifies that it is

authorized to do business in the State ofldaho, and has satisfied all requirements of the
Public Utility Commission of Idaho and the Federal Communications Commission. In
response World Com submits the following information:
1

MCI WorldCom Communications, Inc. holds First Amended Certificate
No. 347 with the Idaho PUC (File Number C 120204 with Secretary of
State) to provide Title 61 telecommunications services, including basic
local exchange services in service areas of US West and GTE.

2

MCI WorldCom Network Services, Inc. holds Amended Certificate of
Authority, File Number C47764, to do business in this State, duly
executed pursuant to the provisions of the Idaho Business Corporation
Act.

At the State's request, WorldCom will provide copies of the relevant Certificates of
Authority.

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2.2.2. DISCLOSURES
•
•

list all contracts you have been awarded by other states in the past five years.
List all cases in which you have been sued by any clients. Inmates or customers during
your entire history.

•

List all cases in which you have been found not in compliance with the directives of any
regulatory body, such as a State PUC or the FCC. for any type of inmate telephone
service.

WorldCom Response: Regarding the State's first disclosure request, please see Table
2.2.1.4-1 for a complete listing of Inmate telephone services WorldCom provides. In
addition to the preceding, WorldCom has received hundreds of contract awards by a
variety of state governments during the past five years. To compile a list of such
contracts would be time consuming and burdensome. Although WorldCom cannot
provide such a list, WorldCom makes the affirmative declaration that it is not aware of
any outstanding contract, purchase order, or any other agreement that would have a
materially adverse impact on WorldCom's ability to perform under the terms of this RFP.
With regard to the State's second disclosure request, WorldCom is involved in litigation
and arbitration at all times due to the number of customers, suppliers, and competitors
that it has. Consequently, the State's request to compile a list of all cases in which
WorldCom has been sued by any clients, inmates, or customers during its entire history is
an arduous, burdensome and time consuming task. Although WorldCom cannot provide
such a list, WorldCom is not aware of any outstanding action that would, if successful,
have a materially adverse impact on WorldCom's ability to perform under the terms of
this RFP. In addition, WorldCom makes the affirmative declaration and commitment that
WorldCom shall provide the State notice of any action against WorldCom that could, if
successful, have a materially adverse impact on the telecommunications services
proposed.
Regarding the State's third disclosure request, WorldCom works diligently to comply
with all federal and state regulations, and the undersigned is not aware of any cases in
which WorldCom has been found not in compliance with the directives of any regulatory
body, such as a State PUC or the FCC, for any type of inmate telephone service.

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EXISTING IDAHO PRESENCE
Indicate the locations of any offices, facilities and employees currently in the
State of Idaho. Describe the service personnel available at these locations who
will be assigned to supporting this contract. Describe which locations would be
the primary contact location for service and trouble related issues. You may
also state how this will change if you are the successful Contractor.

WorldCom Response: WorldCom understands and will comply.
Upon contract award and execution, WorldCom will provide information about the instate personnel that will support the IOOC inmate calling project.

(

WorldCom will provide the 10DC and its' facility staff with a toll free telephone number
that is available 7x24x365 to report troubles, submit service requests, receive repair
status updates, and make general inquiries. The toll free telephone number will point to
WorldCom's Inmate and Public NCC (Network Control Center) located in Gainesville,
FL. The NCC's trouble handling and technical staff are well versed in WorldCom inmate
calling platforms as well as the public payphone calling solution and have experience in
handling all types of inquiries and service requests. The NCC will have remote access
and visibility to the on-premise LazerPhone system(s) that includes remote system
diagnostic capabilities. All staff located at this facility support DOC inmate call control
applications exclusively. [n the event there is a trouble reported on the inmate calling
system, the NCC personnel will work directly with the technicians at the terminal
location below to resolve the trouble.
WorldCom has physical presence at the following addresses within the State of Idaho:
WorldCom
Idaho Junction Switch Terminal
1020 Main Street, Suite 10
Boise [0
Zip Code 83702-5745
WorldCom
1161 River Street, Suite 220
Boise, 10
83702-7064

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WorldCom
619 W Bannock Street
Boise, 10
Zip 83702-5919
WorldCom
5592 Saddle Street
Boise, IA 83702
WorldCom
I 161 West River Street Suite 220
Boise, ID 83702

2.2.4

SUBCONTRACTORS
Describe in detail the relationship between the prime and all subcontractors,
including the nature of the formal agreements between the parties, and the
division of roles and responsibilities within the combined organization that will
be providing service to the State. Describe the length of these relationships
and how the subcontractors factor into the overall support being offered the
Department.

\

"

WorldCom Response: WorldCom has read and understands.
WorldCom will employ Global Tel*Link (GTL) and AllCorn Nationwide
Telecommunications as subcontractors for the contract. Both GTL and AllCorn, have
been selected because of their expertise in the field of department of correction/inmate
phone installation and maintenance.
WorldCom has a successful history in working with GTL to provide the integrated
LazerPhone inmate call control equipment for call processing. The following paragraphs
provide more detailed information about GTL. WorldCom and Global Tel*Link have
been involved in a working partnership since 1997.

GLOBAL TEL *LrNK
Global Tel*Link (GTL) is a subsidiary of Schlumberger an $8.1 B worldwide leader in
technology applications with corporate headquarters in New York and Paris. This firm
has extensive experience implementing integrated inmate telephone systems with the
same scope and complexity as the Idaho Department of Corrections Program.
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GTL has been actively involved in the development, manufacturing, marketing, and
support of automated inmate telephone systems since 1989. Global Tel*Link was
specifically founded with the intent of providing inmate telephone services and, to date,
this remains its singular activity. The company currently provides telephone service to
more than 77,000 inmates; with more than 2.5 million call records a month processed
through the IT department. Over its 10 year operating history, GTL has been responsible
for the installation of over 5,300 lines of inmate telephone systems at 161 city, county,
and state correctional facilities.
The same experienced Global Tel*Link professionals who implemented those systems
will support WorldCom in implementing and managing the [DOC system. GTL will
manufacture the LazerPhone call processing equipment and software; provide call
monitoring and recording equipment; assist in the implementation ofthe equipment;
provide training assistance; and offer on-going second level maintenance and engineering
support.
Global Tel*Link is located at:
Schlumberger/Global Tel*Link
2609 Cameron Street
Mobile, AL 36607
Tel. 334-479-4500
ALLCOM COMMUNICATIONS:

AllCorn will provide on-site installation and maintenance for The Idaho Department of
Corrections inmate phone system along with the inmate and coin phones. Since 1997
AllCorn's project management personal has provided expert maintenance service to
WorldCom in support of correctional contracts located throughout the United States.
AllCorn has developed an excellent rapport with each client and possesses a thorough
understanding of security policies and procedures. AllCorn management personal has
been involved in inmate telecommunications contracts, including those for the State
Department of Corrections in Missouri, Kentucky, Illinois, Florida, and Louisiana as well
as various County corrections programs. AllCorn's project management team and
personnel have extensive experience in installing telecommunications systems and
products.
AllCorn is located at:
AllCorn, Inc.
2313 Markoe Ave.
Wentzville, MO 63385
636-987-2087
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WorldCom proposes a maintenance solution where a single vendor, AllCorn
Communications, will be responsible for all on-site equipment and system maintenance.
Under WorldCom's agreement with AllCorn, AllCorn will maintain the inmate
telephones, station cabling, inmate communications access lines, as well as the call
control, recording and monitoring systems equipment at each IDOC institution. By using
a single on-site maintenance vendor, WorldCom eliminates any possible confusion and
finger pointing that can occur with multiple vendor maintenance solutions.
Upon contract award and execution, AllCorn will establish and maintain an in-state
presence and maintenance facility.

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Section 3
Functional and Technical Requirements
In the following requirements, the term "system" and "systems" is used to
represent the entire service serving all institutions/centers. This is not intended
to didate the Proposer's architedure, which may incorporate one or many
processors and other system components. The architecture itself should have
been discussed in Proposal Sedion 2.

WorldCom Response: WorldCom has read, understands, and has provided a response
to each requirement in this section. Please note: as required, architecture of the proposed
solution is provided in Section 2, Executive Summary.

3.1

HARDWARE REQUIREMENTS
In this sadion, please respond as completely as possible to each numbered
point. Follow the instrudions in RFP Sedlon 1.3. Additional specific questions
are noted in italics below. Proposals will be scored on how and how well your
system fulfills the requirements compared to other proposals, so a response of
"complies" or "agreed" or some such word or phrase will not be sufficient to
obtain more than the minimum score. Copies of or references to manuals or
other such materials are also not desired, except as a supplement to the
proposal.

(

WorldCom Response: WorldCom has read, understands, and has complied by
providing a complete response to each requirement in this section.

3.J.J

TELEPHONE INSTRUMENTS
The specific types of telephones, must be suitable for use in a correctional
facility, considering environment, usage, and security factors. No telephones or
parts may be easily taken apart or used as weapons. "Inmate" models must be
tamperproof telephones with protected cords, housings, finishes, mountings,
etc. Steel housings and water/fire/shockproof keypads must be used. The
Contractor must replace the present telephones with ones which meet or
exceed the specifications of the phones required by this RFP. Proposers agree
to provide additional telephones and wired outlets, at no cost to the
Department, as needed to support calling and population increases. The
telephones must be acceptable to the Department and designed to comply with
all specifications of this RFP.
Additionally all telephones must have a label or sign affixed to them, or on the
wall above where they are attached, indicating that all calls made on them,
other than properly placed attorney calls, are subject to being recorded or
monitored. These signs or labels must list the Inmate calling rates. These must
be in both English and Spanish and must be maintained in legible condition
during the term of the contract. If Inmate calling rates change after the first two
years of the contract, the signs or labels must be changed to reflect the new
rates. The new rates will not go into effect until all signsnabels reflecting the

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changes have been installed. The Department must approve language for
these signs and labels.
Confirm that you will update. service and maintain in-place instruments
during the contract. Provide complete specifications and cut sheets for
all telephone models which will be proposed to replace existing
equipment.
Explain how you will maintain signs and labels throughout this contract.

WorldCom Response: WorldCom will install new Philips, Srooks and Gladwin (PSG)
inmate phone instruments at the IDOC facilities. WorldCom currently maintains
approximately 5000 PSG inmate phone instruments at correctional facilities throughout
the United States. These phones are designed specifically for use in the corrections
market. WorldCom has chosen this phone for its history of security against vandalism,
the durability of its components, as well as the convenience and availability of obtaining
replacement parts. Upon contract award and execution, new phones will be installed
throughout facilities covered by the contract. The WorldCom Team will maintain the
phones throughout the life of the contract. WorldCom understands and agrees to install
and maintain additional phones at no cost to the State.

I,
\ . '.,

WorldCom has selected the PBG Model 7042 coinless telephone or similar model based
on requirements disclosed during the site surveys conducted the week of October 15th for
use at the IDOC facilities. This phone will provide the following features:
•
•
•

•
•
•
•
•

•

Chrome-plated DTMF tone dial that is water, flame and shock resistant.
A hearing aid compatible handset along with confidencers to reduce
background noise.
Steel-reinforced phones with heavy-gauge steel back plates and multiple
attaching screw-mounting holes integrated into the design. Handset mounting
base is welded into the phone case. Case is a single piece of stamped steel,
which provides additional reinforcement.
A tamper proof steel housing that protects the electronic components of the
telephone.
A paint/finish that is mar and scratch resistant.
A faceplate window allowing for the posting of dialing and operating
instructions.
An industry-standard design.
An armored handset cord that is resistant to stretching and breaking. The
handset lanyard has a minimum SOO-pound pull strength that features
enhanced flex fatigue performance, and meets all Bellcore specifications.
Optional volume control is available on the inmate phone instrument.
A floating case-hardened metal plate to prevent side drilling entry.
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An installation reinforced by security studs to prevent easy removal ofthe
telephone.
Security screws that can only be removed with a special screwdriver to protect
access to the inner workings of the phone.
Stations are line-powered and do not require any type of additional power
source.
No ringer
No coin slots

Additional information regarding this model phone can be found in Attachment I.
WorldCom will supply and maintain IDDC approved signage which will be affixed to the
payphone instruments or on the wall above where the payphones are attached as directed
by the IDDC or each individual facility. Each sign will dictate that all calls placed other
than properly placed attorney calls, will be subject recording or monitoring. The signage
will also provide required information in both English and Spanish and will be
maintained in legible condition during the term of the contract.
WorldCom understands that inmate calling rates may change after the first two years of
the contract. At this time, the signs or labels must be changed to reflect the new rates and
that the new rates will not go into effect until all signs/labels reflecting the changes have
been installed.
All signage will be maintained on a monthly basis during the monthly preventative
maintenance provided by AllCorn. In addition, each time a technician is on site for
trouble occurrence, installed signage will be checked. During a maintenance visit, the
technician will complete a maintenance checklist as documentation for meeting this
requirement. In addition to the proactive measures established above, IDDC staff may
open a trouble ticket for any signage not meeting requirements. A technician will then be
dispatched to repair the sign.
A sample maintenance checklist for inmate telephone and signage maintenance is
provided in Attachment 2.

3.1.2

MONrTOIUNG ATTORNEY CALLS
The Contractor must certify monthly that properly placed attorney calls are not
being recorded. These certifications will be accomplished for each Institution.
The certifications will be mailed to,
Institutional Services. Contract Office
Idaho Dept of Correction
1299 N. Orchard Street. Suite 110

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Boise. 10 83706-2266

Fully detail the provisions made to meet this specification.

WorldCom Response: WorldCom understands and will comply.
The LazerPhone system's feature functionality disallows for comprehensive real time
monitoring and recording of any call terminating to legal counsel. WorldCom will
upload the published Idaho State Attorney Bar public phone listing into each facility call
control system database prior to shipment and installation. In addition, system users and
PIN administrators can enter additional legal counsel numbers, as they are made aware of
such numbers. This is accomplished by entering the attorney number on the Edit
Destination Screen on Figure 3.1.2-1. Figure 3.1.2-1 illustrates the call monitoring
screen from which the system user or administrator can change call allow lists.

FIGURE 3.1.2-1. EDIT DESTINATION SCREEN.

Authorized users are allowed to program and block a destination attorney number from
being monitored and recorded.
I.

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The WorldCom Team will run a monthly report against the State provided attorney
database to assure that no calls to the previously identified numbers have been recorded.
A certification will then be created and provided to the Institutional Services Contract
Office at the address listed in RFP requirement 3.1.2.

3.1.3

TELEPHONE DEVICE FOR THE DEAF (TOO)
One portable TOO device must be provided at each location current or future,
requiring such service. These must be fully compatible with the telephone
service provided and with all system operations. These devices will be
requested, as needed. They must be provided and be operational within 48
hours of such request.
Define what equipment will be provided with complete specifications
and cut sheets and confirm that it will fully meet the operational
specifications of this RFP.

WorldCom Response: WorldCom has read and will comply.
WorldCom will provide the looe with the UltraTec SuperPrint 4425 model TOO, which
has a printer built in. One TOO units with a printer will be provided and available for use
at all times at each 10DC facility. These devices will be fully compatible with the
proposed LazerPhone system or as a stand-alone unit to be used with 100C
administration phone. Instructions for use will be provided to 10DC each facility.
Please see Attachment 3 for manufacturer's specifications on the UltraTec Super Print
4425 TOO.

3.1.4

SUrrABrUTY FOR USE
All equipment provided under this contract, other than wiring that is reused from
the existing system, must be new and in full production status from the
manufacturer. The successful vendor will also become responsible for the
support and maintenance of all existing wiring.
All equipment provided must be suitable for use in a correctional facility,
considering environment, usage, and security factors. No telephones or parts
will be easily taken apart or used as weapons. "Inmate" models must be
tamperproof telephones with protected cords, housings, finishes, mountings,
etc. Steel housings and waterlfire/shockproof keypads will be used.
All handsets must be hearing aid compatible.
Fully detail the provisions made to meet these specifications.

WorldCom Response: WorldCom has read and will comply.
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All inmate payphone stations will be new and installed according to the manufacturer
specifications. All inmate station wiring, whether new or existing will be installed and/or
maintained by WorldCom at no cost to IDOC.
WorldCom will install new Philips, Brooks and Gladwin (PBG) 7042 Model inmate
phone instruments at the facilities. These phones are designed specifically for use in the
corrections market. WorldCom has chosen this phone for its history of security against
vandalism, the durability of its components, as well as the convenience and availability of
obtaining replacement parts.
Noted below are the basic design specifications of the PBG's 7042 Model coinless
telephone with volume control.
•
•
•

•
•
•
•
•

•
•
•
•
•
•

Chrome-plated DTMF tone dial that is water, flame and shock resistant.
A hearing aid compatible handset along with confidencers to reduce
background noise.
Steel-reinforced phones with heavy-gauge steel back plates and multiple
attaching screw-mounting holes integrated into the design. Handset mounting
base is welded into the phone case. Case is a single piece of stamped steel,
which provides additional reinforcement.
A tamper proofsteel housing that protects the electronic components ofthe
telephone.
A paint/finish that is mar and scratch resistant.
A faceplate window allowing for the posting of dialing and operating
instructions.
An industry-standard design.
An armored handset cord that is resistant to stretching and breaking. The
handset lanyard has a minimum SOD-pound pull strength that features
enhanced flex fatigue performance, and meets all Bellcore specifications.
Optional volume control is available on the inmate phone instrument.
A floating case-hardened metal plate to prevent side drilling entry.
An installation reinforced by security studs to prevent easy removal of the
telephone.
Security screws that can only be removed with a special screwdriver to protect
access to the inner workings of the phone.
Stations are line-powered and do not require any type of additional power
source.
No ringer
No coin slots
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Additional manufacturer information is provided on this model in Attachment I.
WorldCom will provide Protei 7000 Smart Payphones to meet the coin inmate phone
requirement. These payphones will be installed at the Idaho CWC Community
Correctional Centers.
Additional information is provided on the Protei 7000 coin telephones in Attachment 4.

3.1.5. RE-USE OF EXISTING WZIUNG
Proposers are responsible for all inside and outside wiring for a complete
installation. The state already owns all existing inside wiring, but cannot
warrant the continuing performance or suitability of this wiring. All wiring must
be of sufficient quality and quantity to support all requirements, and all new
wiring must, at a minimum, meet EIAlTIA-568 Level 5 standards. Contractors
must upgrade where necessary to meet these requirements or will be allowed
to test and re-use in-place wiring.
Clearly detail where new wiring wiff be instaffed and where existing
wiring wifl be reused.

WorldCom Response: WorldCom understands and complies.

All required wiring for inmate phones and the LazerPhone call control system will be
installed and maintained at no cost to the IDOC. If existing cable plant pairs are not
available, WorldCom will install new facilities using an approved color scheme.
WorldCom will clearly label all equipment, related inside cable plant wiring, and
termination hardware used for the LazerPhone system as "inmate phones." WorldCom
understands and agrees that any and all cabling, once installed, becomes the property of
the IDOC.
WorldCom will utilize any existing facilities that meet wiring specifications, EIAITIA568 Level 5 standards, as required by the FCC, Bellcore and central office industry
standards. The cabling must also meet the manufacturer's specifications for the proposed
inmate call control system. Normally, Category 3 or Category 5 and higher cabling will
be used for the LazerPhone workstations. All wiring that is re-used will be tested to
ensure that it is in good working order and meets the requirements noted.
In the event that additional cabling is required for inmate phones or the call control
system, WorldCom will use Bellcore and other industry standard specifications. All
wiring will be installed at WorldCom's expense. WorldCom understands that if existing

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wiring and conduit is not available, additional installations will be required by the IDOC.
All upgrades will be submitted for approval prior to installation.
3.1..6 PRNACYAND NOISE CONTROL
Inmates should be able to hear their own calls clearly. Privacy should be
maximized to the extent possible, without introducing any visual obstruction
that would prevent staff from observing them.
Proposers may also recommend types of special handsets, electronic filters,
etc. to deal with the privacyl noise controll security issue.

Describe in detail what physical and electronic features you propose.
Include specifications, cut sheets or drawings as appropriate.

WorldCom Response: WorldCom understands and will comply. The inmate telephones

WorldCom is proposing include volume control with a hearing aid compatible handset
along with confidencers to reduce background noise.
The LazerPhone system allows the inmate and called party call paths for each facility to
be configured to accommodate for the background noise levels in an inmate environment.
These call path levels will be approved by the IDOC as required.
Figure 3.1.6-1 illustrates the LazerPhone's noise level configuration, which is full
adjustable.

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3.1.7 RECORDING AND MONITORING EQUIPMENT
All collect calls, other than properly placed attomey calls, are recorded and can
be monitored, when originated from a correctional institution.
A listing of the in-place recording and monitoring equipment for each location is
provided in Attachment 3.
At the conclusion of the current contract, this equipment will be removed by the
current contractor,

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This recording and monitoring equipment also provides call detail recording for
all calls placed from a given location. This includes the telephone/line used,
number dialed, date, time-of-day and duration of the call. This information must
be maintained for future look-up. The ability to replay historically recorded
tapes must be supported at each institution during the term of the contract.
The Proposer should specify what product(s) will be installed and how
the ability to replay existing tapes will be maintained.

*The requirement to play existing tapes was removed per the October 19th
addendum.
WorldCom Response: WorldCom understands and complies.
WorldCom is proposing the use of the LazerPhone call control system, the most
advanced tapeless integrated inmate telephone call control system available today. The
LazerPhone system developed and manufactured by WorldCom's teaming partner,
Global Tel*Link, provides some of most feature-rich investigative tools with readily
configurable systems combined with Windows-based software which is easily navigated
to provide quick and instantaneous retrieval of call detail records and inmate conversation
recordings. The system is fully scalable if additional phones are installed and/or traffic
volumes increase. Additional call recording storage media will be added as needed.
RECORDING

The LazerPhone system's integrated Call Recording function will provide the IDOC with
the capability to selectively record calls from any IDOC facility. The selective call
recording includes the ability to record both sides of a conversation on multiple telephone
calls simultaneously. Because WorldCom will also provide a WAN connection to each
of the sites, retrieval of any call made from any location can be achieved from any
workstation connected to the network regardless of the location. Call search can include,
at a minimum, inmate PIN, date/time of call, and dialed number. WorldCom has
proposed a call storage capacity of90 days. Based on WorldCom's understanding of the
RFP requirements, this exceeds the 60-day mandatory requirement for the IDOC call
control system. The system has been sized to record all number of calls. At no time, will
attorney calls be recorded.
The following paragraphs provide further detail on the recording and storage features of
the LazerPhone system.

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LAzERPHONE INTEGRATED RECORDING

The LazerPhone system is the industry's most advanced, fully integrated call control, call
processing and recording platform. One of the key advantages of this fully integrated
solution is that it offers a single user interface. The LazerPhone system processes calls,
records calls, and stores all call detail, allowing IDOC staff to use just one administrative
workstation to search call detail records and listen to a selected conversation regardless of
where the call was made within the system. This eliminates the cumbersome processes
associated with ancillary call recording systems, which often involve locating the
conversation on the call-processing platform and then searching for the record.
Additionally, by reducing the number of hardware components, WorldCom has
eliminated additional points of failure as well as the necessity to routinely synchronize
two or more separate systems. This enhances trouble resolution by minimizing the
number of hardware and software components to research in the event of a serviceimpacting event.

~ ..

The space requirement for the LazerPhone Call Control system is two feet wide by three
feet deep and four to six feet tall depending on the number of trunk lines at the facility.
This relatively small space of the LazerPhone call control system requirement allows the
precious correctional facility space to be used for other needs.
SELEcmtE INNATE RECORDING

As stated above, the LazerPhone system allows user-selectable call recording if desired.
Recording may be deactivated by inmate PIN or by specific telephone number for calls
placed to attorneys, other privileged communications, or for the convenience of the State.
The LazerPhone recording feature can be activated or deactivated for individual PINs via
the recording/monitoring section of the change inmate screen as shown in Figure 3. J. 7-1.
This simple point-and-click method of selective recording will save administrative time
and confusion.

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FIGURE 3.1.7-1. RECORDING FEATURE.

INDIVIDUAL DESTrNATrON NUNBER SCREENING CAPABIurrES

In addition to the system-wide database and the facility-based blocking capability, IDOe
personnel will be able to set up parameters on individual destination numbers. IDOe
system users will be able to block inmates system wide from calling a number or add that
number and set it up so it will not be marked for recording or will be marked for
recording individual numbers via the edit destination number screen shown in Figure
3.1.7-2.

Section 3, Page 11 ,

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FIGURE 3.1.7-2. EDIT DESTINATION NUMBER SCREEN.

By checking the "Blocked" box, this number cannot be called from any LazerPhone
inmate telephone station within the facility. An inmate PIN can be configured with only
an allowed list, blocked list, or a call anyone list exclusively. In addition, by checking
the "Record" box, the number entered will be recorded. If left blank, the called number
will not be recorded.
CALL STORAGE

Call recordings are stored on a RAID 5 Disk Array that consists of five separate hard
drives. This redundant design helps prevent data loss. A recorded call could continue to
be played back in its entirety even in the event one of the drives failed. Recorded calls
are stored in a non-volatile, power independent memory that ensures data integrity, even
under severe conditions. The LazerPhone hard drive system features expandable memory
capabilities and simple call archiving methods. The system features 100% real-time call
recording capability, and will be able to record all inmate calls placed from any inmate
phone located within any IDOC facility. WorldCom will size the system to hold three
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months of recorded inmate calls on-line at each facility, and allow for the ability to select
and permanently lock specific recordings into memory and/or off-load them onto a CD
via the read/write CD-ROM drive incorporated within the user workstation. The RAID 5
storage system has a number of advantages over other storage mediums currently
available.
First, and this is one ofthe key benefits of WorldCom's solution, RAID 5 storage allows
for virtually instantaneous retrieval of conversations from the hard drive. Because
LazerPhone system is based on digital hard disk storage, as opposed to digital audiotapes,
search time is significantly reduced because the system does not have to fast forward
through tapes. Additionally, WorldCom's WAN architecture allows authorized users to
retrieve conversations from other IDOC facilities quickly and easily.
Second, RAID 5 storage allows faster data transfer. This is important during peak
periods of phone use and investigative activity. Global Tel*Link's experience indicates
that there is a much higher rate of retrieval of recorded calls within the first ninety days
after the call is made. Therefore, having these calls on the faster media makes sense.
Third, RAID 5 storage provides superior redundancy. If one of the hard drives in the
array were to fail, no data would be lost. The drive would be replaced and the missing
data would self re-generate. This is the same method used in the data management
control centers with large information storage requirements.
Locating selected conversations is facilitated by the call search screen shown in Figure
3.1.7-3. Authorized users enter in, via the filters options, the specific date and time of the
call, in addition to any other valuable information, such as inmate PIN or the destination
number, and LazerPhone will return all call records and audio conversations matching the
input criteria. Once the conversation is located, the user simply clicks on the CD icon
next to the record, and playback of the recorded conversation begins.

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CALL SEARCH SCREEN

Based on the data provided by this RFP, WorldCom will configure each LazerPhone
system to hold a minimum of90 days of voice recordings at each facility. It is important
to restate that LazerPhone uses a tapeless recording medium: RAID 5 disk arrays. There
are no digital audiotapes to replace on a constant basis to achieve the three months of
recording media. Additionally, LazerPhone uses a re-writeable disk array, as opposed to
other storage media, such as DVD-RAM, which uses a write once disk. The benefit to
the IDOC is the flexibility of this system to automatically write over conversations after
they have been archived. With other storage media it is necessary to replace the digital
audiotapes or replace the DVD-RAM write once disk to create additional recording
space. WorldCom's solution requires no intervention for continuous recording.

I

LazerPhone offers two methods for archiving critical conversations, as shown in Figure
3.1.7-4. First, authorized users may lock a file to the hard drive by selecting the "L" field
of the record that needs to be locked or unlocked. A lock illustration appears for each
recording that is locked. When a call recording is locked, that recording cannot be

I

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deleted until the recording is unlocked. In order to unlock a file, a user with the next
highest security clearance must unlock the file eliminating the possibility of a single user
unlocking a file with critical evidence.
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The second method that can be used to permanently archive a conversation is to transfer
the conversation to a CD-ROM. Each administrative workstation includes a read/write
CD-ROM drive. The authorized user would simply click on the icon depicted above,
insert the CD in the CD-ROM drive, and a copy would be made to the CD-ROM.
WorldCom understands the importance of maintaining a chain of evidence in call
recording. Global Tel*Link has developed a method for securing recordings against
challenges to the authenticity of the date, time and telephone number(s) involved. The
information is encrypted for each call and then encloses the call in a "Security Envelope."
Any alteration to the call or its encrypted information can be detected immediately. The
security of the envelope is checked each time the call is played back. WorldCom's
subcontractor, Global Tel*Link, will provide expert testimony, free of charge, regarding
the authenticity of one of its recordings.
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ENHANCED INVESTIGA 11VE CAPAsrurrES

In addition to the call storage and searching capabilities described above, the LazerPhone
platform provides the investigative capabilities described below.
Comprehensive recording provides a tremendous wealth of information for current and
future investigations. This vast amount of information can be overwhelming without
specific tools to locate the critical piece of data.
The LazerPhone system was designed with the investigator in mind. The philosophy
behind the design is: How do we streamline the investigative process and make the
investigator more efficient? LazerPhone includes several tools to filter out unwanted
conversations resulting in a more efficient use of investigato~s time and efforts. These
tools include key word search, visual playback, remote call sending and hot tools. These
tools are described in the following paragraphs.
KEY WORD SEARCH

LazerPhone has the unique ability to search call records for user-designated key words,
such as drug lingo and escape conversations. This feature allows law enforcement
personnel to quickly search all inmate conversations for any key words. This feature is
not only an invaluable investigative tool; it also assists in the prevention of drug
smuggling and distribution, inmate escape, and numerous other types of inmate fraud and
crime. Key word search allows the user to effectively reduce the total number of call
files that have to be monitored to locate pertinent conversations. It also has the capability
to take the researcher to the location in a conversation where the system thinks the word
occurred. This greatly reduces the amount of time required to retrieve valuable
information. It is important to note that key word search is not 100% effective; however,
as speech recognition technology improves, system upgrades will be uploaded to existing
systems at no additional cost to the State.
Using the key word management screen shown in Figure 3.1.7-5, system administrators
can add, delete, and modify keywords. All additions, deletions, and modifications take
effect immediately.

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FIGURE 3.1.7-5. - KEYWORD MANAGEMENT

VISUAL PLA YBACK

The LazerPhone recording module allows for complete control of all playback functions
by system users via the workstation. The LazerPlayer screen shown in Figure 3.1.7-6
allows users to play, stop. or pause the playback of recorded calls using the buttons as
indicated. Because LazerPhone uses digital recording mediums, forwarding or reversing
to the desired location within the conversation is virtually instantaneous compared to
taped-based systems, which require the tape to forward through meters and meters of
tape. The user simply moves the slide bar to the desired location to fast forward or
rewind portions of the recorded call.

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(
FIGURE 3.1.7-6- LAzERPLAYER VISUAL PLAYBACK.

REMOTE CALL SENDING

The LazerPhone recording module gives an authorized system user the ability to send the
playback of a recorded conversation to any telephone number within the Continental
United States. This tool is beneficial when a key investigative member is traveling or
does not have access to the LazerPhone administrative workstations located at IDGC
facilities.
HorTooLS
Investigators who need to monitor the conversations of an inmate under investigation will
have a powerful new tool with the LazerPhone platform. Rather than being tied to their
desk waiting for the inmate to place a call, hot number reporting will allow investigators
to receive notification, via the administrative workstation reporting function, telephone
call, or pager when a call is placed. LazerPhone allows investigators to enter a variety of
parameters, for example, inmate PIN, originating phone number, or destination phone
number.

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Whenever activity is detected by the inmate or on the phone, the management control
center computer will dial up to three administrative phones (programmed as requested by
the facility administrators). It will report the number the call is being made from, the
number being dialed, and, if PINs are in use, the inmate making the attempt. LazerPhone
will make three attempts to complete these calls. For more information regarding the Hot
Number Reporting Function please see Attachment 5.
CALL MONrrOIUNG

In addition to allowing for call recording, LazerPhone allows for simple and user friendly
method for call monitoring. Each user workstation will be provided with Sound Blaster
SBS20 speakers. The speakers include stereo headphone jack. a single-touch mute
button, and separate bass, treble, and volume controls. Each set of speakers will include
the necessary AC adapter and speaker cables. The amplified speakers will deliver
quality, dependable sound to IDOC personnel when monitoring live calls in process or
playing back recorded calls.
Figure 3.1.7-7 depicts the active and inactive channels at a selected facility. This screen
depicts the phone in use as evidenced by the colored icon (red is active while yellow is
inactive), the status of the call such as connected or in progress and the destination
number dialed. Merely selecting a channel will immediately connect the authorized user
to the conversation for silent audio monitoring.

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FIGURE 3.1.7-7. INMATE TELEPHONE MONITORING

The LazerPhone system will allow live monitoring of inmate calls in progress and will
retrieve archived information from remote locations via telephone. The LazerPhone
system can support bridging of third parties from remote locations. To ensure system
security, the LazerPhone system is controlled by a multi-option security profile for each
system user. This allows multiple users to access only those functions corresponding to
their security levels. A user log system is also provided to track system entries or
unauthorized access.
LazerPhone will allow looe personnel to monitor inmate calls by telephone number in
real time by specific PIN as entered by looe Site Administrators or looe personnel.
When an inmate dials an "alert PIN number" the system will notify looe personnel in
one of two methods. The first method is by the looe personnel having entered up to 3
notification numbers associated with this alert PIN number. The system will attempt to
contact each of the three notification numbers and, if answered, provide a one-way
conference into the call. The second method is by a visual alert at the workstation. If a
visual alert appears, an officer at the workstation will then point and click on the phone
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dialing the alert PIN number. This will provide live monitoring ofthe call. LazerPhone
allows for live monitoring locally, within a single IOOC site, or remotely, from the IOOC
Headquarters to any IDOC site.
At the eight lODe adult correctional facilities, WorldCom will provide one workstation
for the IOOC personnel and one workstation for the WorldCom administrator. If the
IOOC requires additional workstations or would like the software option of connecting
existing IDOC PCs to the WAN, WorldCom will work with the IDOC to provide this
functionality for all authorized users. WorldCom and Global Tel*Link will provide the
IDOC the LazerPhone management software for uploading on lODe owned PCs which
can be connected to the network controller to allow all of the same feature functionality
as a dedicated workstation. This would save valuable space and would allow IDOC
direct LAN access to the system based on password access allowed by each profile.
Remote or dial up access is also available with this software for off-site access to the
inmate call control system.

3.1.8 HrSTORIC RECORDED TAPES
The present library of recorded tapes at each institution must be maintained for
playback during the term of the contract. The Proposer will maintain and
support equipment at each institution to locate, via call detail recording and
playback. any tapes recorded during the previous contract. The Proposer may
propose, at its option, to convert these historic tapes to a medium playable on
any new technology with the guarantee of no loss of previously recorded
conversations and the ability to accurately identify and retrieve any previously
recorded conversations.

Describe how the Proposer would accomplish the maintenance and
playback capabilities of material recorded in a tape format. Also
describe any migration plan to another playback medium, compatible
with new technologies.

This requirement has been deleted per Amendment #5 issued by the State on October 29,
2001.

3.1.9 STANDARDS CONPUANCE
For the duration of the contract, the Contractor must adhere to all FCC, ADA,
and Public Utility Commission Regulations, as well as all applicable codes and
industry standards for equipment, service and installation.
All systems must meet all state and federal requirements concerning telephone
services for the disabled. All systems must meet all current and future ADA
requirements, including providing telephones that are accessible to persons in
wheelchairs, locating and mounting telephones properly and providing
telephones that are compatible with TOO devices that are currently
commercially available.

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State clearly what standards apply to your equipment. service and
installation. Confirm that you will adhere to all ADA standards as
required.

WorldCom Response: WorldCom understands and will comply.
All equipment interfacing with the public telephone network will be FCC registered.
WorldCom will provide FCC registration information upon request by the State. All
equipment utilized will adhere to all 10 PUC and ADA compl iance. All services that are
installed will comply with all regulatory agencies as required.
WorldCom will provide telephones from PBG that are specifically designed for use in the
corrections market. The PBG inmate telephones will have a hearing aid compatible
handset. Depending on the facility requirements, phones will be installed and mounted to
height specifications as required by ADA standards.
WorldCom will provide the IDOC with the UltraTec SuperPrint 4425 model for TOO
use, which has a printer built in. One TDD unit with a printer will be provided and
available for use at all times at each IDOC facility. These devices will be fully
compatible with the proposed LazerPhone system.
3.1.10.

ELECTlUCAL AND BACK-UP POWER REQUIREMENTS
All current telephones are line-powered and no separate power supply is
required. Any additionally provided telephones must maintain this requirement.
Electrical surge and ground protedion should be provided for all new
equipment installed. NEe and other standards and codes must also be met.
State any other electrical or power requirements for the entire system.
Describe how you will provide back-up power for this system.

WorldCom Response: WorldCom has read understands and complies.
Like most inmate call systems and, in general, any PBX or computer hardware and
networking equipment and cabling placed at a customer premise, there are some physical
and environmental requirements that the service provider and manufacturer has little or
no control over. The following paragraphs detail the requirements of the LazerPhone
system.
The LazerPhone system incorporates all system functions, including recording,
monitoring and call processing, into a single cabinet. Because of this compact design,
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WorldCom has found that in many cases the customer is able to gain back a portion
valuable equipment room space.
Figure 3.1.10-1 illustrates a typical floor layout with space requirements for WorldCom
and the LazerPhone system.

FIGURE 3.1.10-1. TYPICAL FLOOR LAyOUT FOR LAzERPHONE SYSTEM.

The LazerPhone system allows for very efficient use of space. Because recording
capabilities are internal to the system, there is no need for additional external equipment.
The space requirements of the LazerPhone System are 24 11 wide and 36" deep. The
height varies with the configuration, but is usually 67" or less. A limited amount of wall
space is required, usually 4 to 6 square feet. This area serves as the cross-connect to the
inmate phone housings and Central Office lines that will require 66 Block amphinol
connections.
Regarding system power requirements, LazerPhone equipment requires the use of a
standard 120v duplex receptacle. Additionally, all LazerPhone equipment will operate at
temperatures ranging from 0° to 110° Fahrenheit and humidity ranging from 0% to 90%
for a limited time. Ideally, the room temperature must be regulated at a temperature that
does not exceed 80 degrees on average with a relatively low humidity level. To avoid
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catastrophic outages from lightning strikes, WorldCom respectively requests, that if
available, connectivity be made to any IDDe grounding facilities that may already be in
place.
With this information as described above, WorldCom respectively requests that the
physical space, power and environmental requirements be offered in good faith from the
IDDC facilities. In the event that this may cause hardship on the IODC staff and
available facilities and resources, WorldCom will consult with the state on other
alternatives to meet these requirements.
WoridCom's standard installation practices and LazerPhone power supply components
are designed to provide additional lightning and power surge protection over and beyond
the normal NEC code for campus cable and build entrance termination protection. For
the inmate telephone station connections, WorldCom will provide and install additional
over voltage and over current primary protection devices. In addition, for the LEe access
connections, WorldCom will install a digital trunk interface or CSU/OSU device between
the IOOC/WoridCom equipment and the Local Exchange Carrier demarcation point that
will provide additional over voltage and over current protection.
\

As per any electrical devices and per NEC code, to properly protect them from lightning
and electrical power surges they must be connected directly to the building or facility's
"common" ground source and the resistance of the ground source be 5 ohms or less. In
compliance to this code, WorldCom requests IODC allow all installed equipment be
connected to common ground source. Further, WorldCom requests that this ground
source have 5 ohms or less resistance. If these safeguards are not available, WorldCom
will consult with IODC to provide a mutually agreeable alternative.
Given the cost of system components and the critical importance of these systems,
WorldCom spends considerable time and money ensuring that each installation is
equipped with extensive electrical and lighting surge protection. Each installation will
meet and/or exceed all NEC and other pertinent codes.
With regard to UPS, each installed LazerPhone system will be provided with the 30
minute operational back-up capability. In the event of a complete power outage, the
system will remain operational for 30 minutes. This will allow the facility to gracefully
power the system off. However, in the event the system is not shut down gracefully, the
system will power off and re-boot without physical intervention when power is restored.
In the event that additional backup operational time is required by the IODC, WorldCom
will consult with the State for a mutually agreeable solution.

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SYSTEM SmNG, PERFORMANCE, AND UPGRADE REQUIREMENTS
Initial (existing) traffic estimates. population growth. and facility growth, were
discussed earlier for the proposers' reference in sizing their systems.

Confirm your understanding of the state's initial and continuing
requirements. Provide specific information about the sizing of each
main call processor. transmission facilities. and the proposed system as
a whole. The state needs to be assured of sufficient capacity at eve/}'
Jevel, as well as the procedures followed by the Proposer to up-size
their facilities and equipment.

WorldCom Response: WorldCom understands and will comply.
WorldCom proposes to install one outbound trunk for each inmate telephone. This
ensures that inmates will not receive a network busy condition as a result of too few
outbound trunks at the facility or as a result of too few LazerPhone trunks. The
WorldCom network is designed and engineered to provide a P.005 grade for service (I
call failure for every 5000 call attempts) barring any LEC last mile issues. WorldCom
will maintain the one-to-one ratio at each facility by adding the requisite number of
LazerPhone ports and network trunks when additional phones are added ateach facility.
These standards apply to all local, intraLATA, interLATA and interstate calls. Sparing is
dependent upon the facility. For example, if a facility has 52 phones, WorldCom will
install three T-I facilities providing capacity to handle 72 simultaneous calls on the
network.
The LazerPhone system is highly flexible and it easily accommodates additional
telephone ports when necessary. Because WorldCom is proposing a one-to-one ratio
from the beginning of the program, the IDGC can be assured that inmates will not be
blocked from making phone calls due to insufficient trunk or network resources.
In addition, the LazerPhone system will be sized to provide 90 days of on-line recorded
calls. Global Tel-Link continuously monitors the hard disk space needed to support this
requirement and will add additional hard disk space as necessary to insure that no
recorded calls are lost. WorldCom's field tech will also have a spare parts kit available to
use to add capacity to the Raid 5 Hard Disk Array in an emergency situation. Hard Disk
capacity will also be verified during the technician's preventative maintenance checks
that will be completed as a requirement of this RFP.
3.2.~ CALL SET-Up, CALL CONTROL AND DrsCONNECT
Efficient initial call set-up ;s required. An absolute maximum of 10 seconds
from the dialing of the last digit is requested. Calls must be initiated by the
offender.

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At a minimum, all calls must be presented to the called party via an automated
operator with the options of communicating in either English or Spanish, as
selected by the called party. The called party must be notified of the caller's
name, as recorded during the set-up process, and that the call is originating
from a specific correctional facilitv. The called party must also be given the
Inmate calling rates. They may be given the option to bypass the calling rates
function by being prompted to dial a single digit. The called party must also be
informed that all calls, other than properly placed attorney calls, are subject to
being monitored and recorded. To accept a call. the called party must be
prompted to dial a single digit before both parties are connected. The same
case applies for a called party wishing to deny charges and not accept the call.
Additionally, the called party must have the ability to deny the call and block the
specific line from ever receiving another call from the entire system. The
choice selected by the called party must be communicated back to the
originating offender, before the connection is established or the call set-up is
discoMected. The proposed system must also accommodate called parties
with rotary service.
The Department also requires, at a minimum, the ability to control the length of
an individual call, announce randomly in either English or Spanish during the
call that it is coming from a specific correctional facilitv and provide call
termination announcements to both called and calling parties. These features
must be programmable on a network-wide, institution-wide, individual call.
individual PIN or range-of-telephones basis. Additionally, the system may
provide the capability to utilize "allowed call lists·, have the system turned on or
off on a time-of-day schedUle, set daily or weekly call limits, by PIN, and to set
a "time-ouf period between conseQJtive calls using the same PIN number.
All systems must limit callers to a single call per connection and block threeway calling with no exceptions. The detection of any other call activity is of
great concern to the Department. Methods and treatment of such calls will be
entertained in this RFP.

Describe in detail how your proposed system meets these
requirements. Be specific about call set-up. call control and call
disconnect processes and procedures. Also detail how called parties
with rotary service will be accommodated.

WorldCom Response: WorldCom has read and understands.
The LazerPhone system will use its automated operator system to process all calls and
will provide notification to an inmate of call status (Le. ringing, busy, etc.)
The proposed LazerPhone system uses a number of user-friendly voice prompts and
message announcements for call processing and information to inmates and called
parties. The WorldCom Public Switched Network is engineered with 5S7 signaling to
minimize Post Dial Delay. Call set up time will be 10 seconds or less for all calls where
digital access facilities are available which accounts for approximately 95% of the central
offices in the country. The following paragraphs describe the call set-up process that the
inmate will hear, a list of the return message announcements, and the call announcement
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and acceptance announcement heard by the called party. WorldCom understands that
IDOC will determine the exact content of the announcements and messages played to the
called party.
The LazerPhone system can support multiple languages. English and Spanish are
standard options on the call control platform. Depending on the dialect required,
additional languages can be added within 30 calendar days upon notification by the
IDOC. In some instances, additional costs are applicable. Inmates can choose their
preferred language using one dual-tone multi-frequency (DTMF) tone. WorldCom will
provide one choice of additional language to the IDOC at no additional cost during the
base term and any extended year options.
The system-generated instructions will follow the call flow described below:
•

When an inmate lifts the handset, the system provides the following prompt:
o In English: "Press or dial one for English"
o In Spanish: "Press or dial two for Spanish. "Marque dos para Espanola."
• Depending on the language selected, the inmate will then hear the remainder of
the call flow in English or Spanish
The same format is followed in other available languages, until the inmate chooses a
language selection.
LOCAL, INTRALATA, INTERLATA INTRASTATE, INTERSTATE CALL
TYPES
This IS Mel WorldCom. This "a/l onginatesfrom an Idaho Department ofCorre,·tions Facility
and may be re,'orded or monitored. You have a collect "011 from mmate's name or prerecorded name- an inmate at . FACILITY NAME>. The maximum cost for this call is S XXX"
for the first minute and SXXX.lor each additional minute pilL'! any applicable State or Federal
Universal Fees. For customer assistance and collection or complaint pro"edures, dial 1-800·/-1-1-3333, otherwise, ifyou wish to accept this call, dial "0" and waitfor your party to connect.
(lyou wish to block anyfuture calls ofthis nature, press or dial "7"for/imher information. For
.li,ture Idaho inmate collect calls, you may press "0" at any time during the call process to ac,..ept
the call and by-pass the.'!e announcements.

Although the prompt asks the called party to press or dial "0" for refusal, should any
number other than "5," "7," or "9" be pressed or dialed, the call will not be connected. If
the called party makes no response, the message will repeat three times and, ifno
response is made, the call will be terminated.
During call set up and call acceptance, the inmate will not be permitted to hear the
progress of the conversation and will not be able to speak with the called party until
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positive acceptance has been received. In the event the called party chooses to by-pass
all offered options, the call will be cut-through to the inmate upon after the option to
accept the call is played to the called party and positive acceptance call via the DTMF
digit is pressed. The Federal Communications Commission requires that Interstate calls
be provided the rate option and customer service option. Rates may also be quoted for all
calls if IDOC desires this option.
Rotary dial phones may accept calls and hear other options via voice response prompt
statement of"YES" or "NO".
As the example above indicated, LazerPhone has the capability of using the inmate's pre
recorded name instead of allowing the inmate to speak into an 'open microphone' during
the 4 second window. This prevents the inmate from stringing multiple calls together to
deliver one message without actually connecting with the called party. When the inmate
enters hislher PIN, LazerPhone will automatically interject the pre recorded name file in
all subsequent phone calls. The PIN administrator has the ability to require the inmate to
actually to speak hislher name to ensure complete accuracy.
CALL TREATMENTS

Presented below are the some the standard messages inmates will receive under specific
conditions:
•

When the destination number is busy: "The called number was busy: please try
your call later. ..
• When the called party does not answer, ring/no answer: 'The calledparty did not
answer; please try your call later. ..
• The called party does not press or dial the DTMF to accept the call: ''The ca//ed
party did not accept your call. ..
• If the called party has previously requested a block on the destination number:
"The calledparty has placed a block on this number. ..
Isolation is clearly maintained between the inmate and the called party, Figure 3.2.1-1
depicts the option of allowing the inmate to hear the call process. By simply, leaving the
"Allow inmate to hear call progress" box blank, the inmate will not hear anything until
the called party has positively accepted the call.

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Other--------------,
Rngs allowed on caIJ attempt:
)6

Erro, Faa Path:.

~c:\error$

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Set Daiy Rates

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FIGURE 3.2.1-1. - CAu. PROGRESS FEATURE.

3.2.2

GRADE OF SERVICE
All telephone lines installed must be able to provide simultaneous service at all
times, with no blockages at the network level due to insufficient access,
processing capacity, database interaction or any other limitation of provider
equipment or services. Further, the network must provide at least P.OO5 Grade
of Service during any month across all types of calls.

Describe, in detail, how this requirement will be met. What spare
capacity is built into your proposal? Detail what the grade of service will
be through the entire system and how this standard is maintained
considering the various subcontractors and carriers involved and how
you will demonstrate to the State that this level of service is being
maintained. Be specific regarding any differences between local call,
interLA TA calls, etc.

WorldCom Response: WorldCom understands and will comply.
WorldCom will provide inmate payphones and lines as designated by the IDOC. One
physical plant access line is provided for each inmate payphone instrument. WorldCom
will install and maintain the inmate phone instruments and access facilities for all
required inmate telephones at no cost to the IDOC for the life of the contract. WorldCom
will utilize dedicated TI facilities for the correctional facilities and central office lines for
CWC coin operated telephones. These facilities will provide a I: I ratio of trunk stations
to physical payphones. In addition, most T I facilities will have spare trunks available on
them that will be readily available to add dial tone for additional inmate payphone
stations within a relatively short time interval. These TI services will provide local,
intraLATA and interLATA call access. There are no differences in the access facilities
that will transport all call types at the eight sites. The coin operated type phones at the
CWC facilities will be ordered and installed from the local exchange carrier that serves
each ofthe three sites and the lines will be translated to offer only the services that the
IDOC will allow from these facilities.
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WorldCom's DOCs operations management continually monitors and trends inmate
traffic patterns and will provide traffic statistics as requested to assist and make
recommendations to the IDOC in determining if additional inmate phones are needed.
WorldCom's account team will provide the supporting documentation for call processing
and grade of service on a routine or as needed basis to insure the IDOC that their network
requirements for call processing capability are being met.
GRADE OFSERVICE

From a performance standpoint, WorldCom's network provides virtually non-blocking,
p.005 grade of service and network availability of 99.9974 percent, 24 hours per day, 365
days per year. WorldCom maintains these standards through strict adherence to internal
operations standards, frequent testing, and a highly fault-tolerant hierarchical switched
network design.
To avoid outages, more than 99 percent of WorldCom's fiber circuit capacity miles are
buried. Cables are buried to an average depth of 36 inches, with cable warning marker
tape buried directly over it at 12 inches. In addition, highly visible marker tape warning
diggers to contact WorldCom is placed along buried fiber routes. Digital radio is also
virtually impervious to catastrophic outages. WorldCom has experienced only two
downed radio towers in 25 years of operation, both due to tornadoes. This mix of
transmission media is more reliable than any single mode of transmission.
Each WorldCom switch is staffed with maintenance/operations personnel. WorldCom
Points of Presence (POPs) and junction sites, with very few exceptions, are staffed
similarly. WorldCom's average time for technicians to arrive on any trouble site in the
network is one hour. In addition to stationing personnel at critical points in the network,
WorldCom improves network restoration capabilities through the addition of Digital
Cross Connects (DXCs), redundant routes, and spare capacity. The techniques and
technologies that WorldCom uses to improve the network's restoration capabilities
include Real-Time Restoration and Network Management Centers. Real-Time
Restoration (RTR) is a centralized, automated system that controls DXC-3/3s. RTR
allows WorldCom to quickly detect and isolate network disruptions, produce and deliver
preplanned reroutes, implement these pre-plans to restore traffic, and normalize traffic
once the network is repaired. Real Time Restoration is currently WorldCom's main
restoration platform. WorldCom can restore 100 DS3s in less than 15 minutes using
RTR.
WORLDCOM'S NETWORK MANAGEMENT CENTERS (NMCS)

WorldCom's Network Management Centers (NMCs) proactively monitor network
performance 24 hours a day, 365 days a year. NMC monitoring reduces the number of
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major outages because service degradations are caught in the developmental stages, often
before customers are aware of any problem. The NMCs also playa major role in
network restoration efforts since NMC engineers institute the preplanned real-time
restoration efforts. They also dispatch personnel to areas where repairs are necessary,
and initiate retum-to-normal activities when the network has been repaired.
Sn-E MONn-OR

WorldCom's Site Monitor tool is a revolutionary method for monitoring the health of the
entire LazerPhone solution from a Frame Relay WAN connection to the LazerPhone
platform installed at the IDOC designated correctional facility(s). This WorldComdeveloped tool will communicate with each IDOC system every 30 minutes to verify that
the platform and network is fully operational. The frequency of this communication will
ensure that WorldCom is notified on a near-real-time basis when a service-impacting
event occurs. WorldCom's goal is that this automatic notification will often occur before
IDOC becomes aware of a service impacting event and that WorldCom will have already
begun remote diagnostic and repair activities and or initiated the dispatch of an on-site
technician.
In addition to checking the health of the system every 30 minutes, Site Monitor will
perform the following tests and checks:
•

Ping. Site Monitor will "ping" the Cisco IP router to verify network connectivity to
the facility system, and verify that the Cisco IP router is functioning per
specifications.
• Call Failures. Once per hour Site Monitor will measure the number of failed call
attempts against the number of completed or billable attempts. If a high failure rate is
detected, an alarm will be automatically generated and the NCC will begin
investigating the cause of the high failure rate.
• Call Blocks. Once per hour Site Monitor will measure the number of blocked calls
against the number of completed or billable attempts. If a high block rate is detected,
an alarm will be generated and the NCC will begin investigating the cause of the high
block rate.
• Billable Calls. Once per hour Site Monitor will compare the number of billable calls
against a historical volume for the same day and time period (e.g., Tuesdays at 5:00
PM EDT) to identify aberrations in call volume. This check will be conducted to
identify possible service-impacting events. For example, a test that shows a zero
usage site could indicate a major outage or simply that the site is in lockdown status.
WorldCom's Site Monitor is an intelligent device that can monitor multiple,
geographically diverse locations, each with unique features, resolution time frames and
calling parameters. The functions of WorldCom's Site Monitor are performed from
WorldCom's development facilities in Sacramento. California. By maintaining a
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physically diverse location for monitoring, WorldCom can initiate trouble tickets even if
the entire state is without service. Another benefit of placing the Site Monitor functions
in Sacramento, is that WorldCom's IDOC Account Team can leverage its' internal onsite development resources and make ongoing enhancements to the system easily through
its Sacramento-based programming staff.

3.2.3

DUAL TONE MULTI-FREQUENCY
All systems and equipment will use DTMF rather than rotary dialing.

Confirm this capability.

WorldCom Response: WorldCom understands and will comply.
All inmate payphone stations require DTMF. All called party system prompts require
DTMF call acceptance and additional options, Le. rate quotes, blocking, customer service
questions, also require DTMF selection via the key pad.

3.2.4 SOFTWARE UPGRADES
(

The state requires that regular software upgrades be implemented throughout
the contract term, and that new and enhanced features resulting from new
software releases from the manufacturer be offered to the state at no additional
charge. Such changes and enhancements must be reported annually to the
Department and implemented at the Department's discretion and direction.

Describe in detail your total commitment to software upgrades and how
they will be reported to the Department. Provide information on
upgrades and enhancements during the last three (3) years to all
equipment and services proposed.

WorldCom Response: WorldCom has read and understands.
The WorldCom Team will work with the IDOC as it does with all customers to determine
if and when product enhancements should be deployed. Regular manufacturer software
upgrades will be completed at no cost to the State. Installed systems utilize the Dell
computer systems hardware at each site for call control. All software upgrades are
thoroughly tested via a lab setting prior to being rolled out into the field. Similar to the
initial installation process, WorldCom will consult with the IDOC program manager,
review the new upgrade and feature functionality enhancements, then will schedule and
install the software upgrades. Testing will occur either when inmate traffic is not allowed
or after 12:00 a.m. local time. Test calls are made and call detail records are verified for
accuracy along with all existing functionality and new features being deployed. In the
event that there is an error in the application, the upgrade is postponed and the old
version of software is reinstalled back to fail-safe mode. All of these processes and
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procedures will be communicated to and approved by the IDOC prior to deployment of
any new software release.
All equipment that is being proposed has been periodically upgraded based on the
manufacturer's requirements and proactive feature development deployed by Global
Tel*Link and deployment based in individual customer requests. WorldCom respectfully
submits that upon contract award and execution that the software upgrade data will be
provided to the State of Idaho and the IDOC. At this time, this information is considered
proprietary and considered confidential.
Listed below are the types of equipment and computers to which will be utilized and to
which will be configured and sized accordingly to meet IDOC requirements of I
telephone line per inmate phone and the WorldCom proposed 90 days of on-line call
recordings storage. WorldCom's proposed LazerPhone system architecture and
components are scalable such that they can be expanded to meet any future requirement
needs.
Local on-site Inmate Phone System Controller:
Dell,

PI~2S00

Processor with 3-37gb hard drives

pel expansion chassis, M.\GtvL\ PCI-13R (13 slot)
Internal RAID 5 hard drive disk array with up to 7 hard drives
(on-line storage of recorded calls)
PIK.A Daytona P12 pots PCI no FSB_047 (12 port inmate telephone station cards)
PIKA V-2 2-DSP 2128ENG cards
VIP #RP400 Power supply (provides line power 1'11(.\ station card & inmate
stations)
NMS PCI Quad '1'-1 cards (digital service trunk interface card, capacity of 4 '1'-ls)
Keyboard Mini w/trackball mouse
Dell, IS" color monitor
IntclliMouse
2' x 3' rack for Equipment Stack from 4-6 ft tall depending on number of inmate
phones at each site
UPS Power Supply & Surge Protection:
Tripplite, Unisom SmartOnLine 2200 Rack-Tower UPS system
Tripplite, BP-72V 12-2U (additional UPS battery)
Zero Surge Protector, Modcl2R1S
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Porta Si.x Plus \V /110 Termination
ACP Personal Surge Arrestor w/ telephone protection ItO\' AC outlet strip

L\N network flub:
3Comm, Office Connect Dual Speed, 8 port to/lOO BaseT Ilub
Network Interface Devises:
WAN Router, Cisco 2600 serics w/dial-up modc..m
CSU/DSU, Adtran
System :\dministrati\'c /I nvestigiuive Workstation:
PC, Dell OptiPlcx or comparable w/Pentium III processor and CD Writer
PC kcyboard, Dell QuitcKey or comparablc
Monitor IS" SVGA
Color Printer, liP DeskJet 840C or compatiblc
UPS Battery back-up, Tripplite or comparable
(
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-0'

Cassette Tape Recorder, Optimus or comparable for manual conversion of uigital
media i.e. CD ROM or liard dri\"c to tape as an optional methou investigation if
neeued
looe Central Office Systcrn AdministrativclInvcstigati\·c Workstation located in Boisc. 10
PC, Dell OptiPlex or comparable w/Pcntium III processor
PC keyboard, Dell QuiteKcy or comparable
Monitor IS" SVGA
Color Printer, HP DeskJet 840C or compatible
UPS Battery back-up, Tripplite or comparable

WAN Router, Cisco 2600 series w/dial-up modem

3.2.5 SYSTEMAVArLABrUTY AND REUABrUTY
Full calling service must be supported 24 hours a day. 365 days a year.
Detail downtime data from your existing instal/ed system base. What
happens if the central processors or databases are out of service?
Detail if any system capabilities are lost. Detail if any database
information is permanently lost.

WorldCom Response: WorldCom unucrstands and will comply.
Thc LazerPhone platform is designed to operate 7x24x36S. Of course, IDOC will have
complctc control over thc times and datcs when phones arc operational.

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WorldCom and LazcrPhone have calculated an average up time of our platforms of 99° o.
This calculation is determined by measuring the total time phones arc una\'ailablc for usc,
not includingftrte majeure events, divided by the total time the phones arc amilable for usc.

WorldCom Solution Redundancy

WorldCom will establish and maintain a closed. secure. frame-relay-based wide area
network (WAN) to connect all LazerPhone systems residing at IDOC facilities. including
the user workstations, with two (2) fully redundant and geographically central database
servers. The primary server will be located at Global Tel*Link's headquarters in Mobile.
Alabama. The secondary server will be located at Global Tel*Link's research and
engineering center in Houston, TX. Deploying mirrored servers provides a high level of
redundancy by storing key elements of information such as call detail records on three
separate databases. Figure 3.2.5-1,

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,","

}"':o.' :", .;-::.:.-:

:,;>d'~;};I{;~n;~'I\":;;:::""//"·~' ~}/1JJ7

GIClIlaI Tel'UnkNelWClrk
HouSlCln
OperaliClnl
Central

Server "2

FIGURE 3.2.5-1. WORLDCOM IDOC REDUNDANT ITS ARCHITECfURE

The installation of the facility-based LazerPhone system connected to two (2) central
database servers via a WAN offers significant improvements over most platforms in use
today. As calls are processed, a duplicate copy will be made and sent to the central database
servers. This process will be replicated at each IDOC facility; effectively creating three (3)
redundant copies copy of all call detail records (CDRs) generated by IDOC facilities.
Additionally, the central database servers will store redundant copies of the inmate's PIN
and the Facility Destination Block lists. Because all of the relevant information from each
facility will be stored at the central database servers and updated on a call-by-call basis as
each call is attempted, system-wide reporting will be available from any location connected
to the WAN. Furthermore, WorldCom's proposed solution would safeguard the Idaho
DOC's mission-critical data from a single point of failure. Should a catastrophic event (such
as a tornado or a direct lightning strike) disable the system, WorldCom will install a
replacement platform and populate it with the affected facility's data that is stored at the
central servers. This logic applies to a central database server failure as well. If one server
should fail, the other server would continue to collect data for redundancy purposes until the
impaired server was back on line. In this scenario, IDOC would not lose any functionality.
In the unlikely event that both servers failed, each site would continue to process calls and
record the conversations. In this scenario, system wide investigations would be temporarily
una\'ailable till one of the servers was restored to service. In summary, WorldCom is
proposing a le\'c\ of redundancy that no other provider can offer by virtue of our two (2)
geographically diverse central database servers.
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The WorldCom proposed solution would safeguard the IDOC's mission-critical data
from a single point of failure. The WAN facilitates remote monitoring of live and
archived conversations and will be fully operational even if the database or central
processor fails. In the case of database or central processor failure, recorded
conversations will still be available for investigations, provided the user has proper
access. WorldCom understands and will comply.
The WorldCom proposed solution would safeguard the IDOC's mission-critical data
from a single point of failure. The WAN facilitates remote monitoring of live and
archived conversations and will be fully operational even if the database or central
processor fails. In the case of database or central processor failure, recorded
conversations will still be able to be monitored, provided the user has proper access.
Personnel will be able to monitor calls via the on-site workstation.
Remote diagnostics and alarm monitoring are available from the workstation to the
central servers which allows for virtual issue resolution in a majority of instances this
allows many problems to be diagnosed even before a major outage occurs. This
diagnostic visibility also prevents the unnecessary dispatch of a field technician.
Performance monitoring of call processing resources can be accomplished via the IDOC
workstation and the central servers in Mobile and Houston.

3.2.6 AUDIO QUALITY
All systems must provide audio quality - darity, cross talk levels, interference,
etc. - at least equal to that required for all common carrier customers, and the
Department will be the soJe judge of the acceptability of the quality of
transmission throughout the contract. The contractor will be required to provide
whatever is needed to satisfy this requirement at no cost to the state.

Describe the facilities. equipment. testing procedures, and other
capabilities that will allow your system to meet this requirement.

WorldCom Response: WorldCom understands and will comply with the understanding
that the State's approval of the acceptability of the quality oftransmission will not be
unreasonably withheld.
The LazerPhone platform represents the latest in advanced calling and recording
technology. As a fully digital system, IDOC can be assured all calls are of the highest
audio quality. WorldCom will continue to provide the highest quality network
transmissions for all calls originating from IDOC facilities. The installation team
performs three tests during installation to ensure audio quality:
•

First, stations are tested at the demarc. The technician will initiate a telephone call to
our Technical Support staff. During the call, each party will note any problems with
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the quality of the audio. If problems are detected, gain settings are adjusted and the
process begins again until satisfactory results are achieved.
•

Second, test calls are made from a percentage ofthe actual inmate telephones. Again,
if audio levels are unsatisfactory, adjustments to the gain settings are made.

•

Finally, recorded calls are downloaded and the quality of the audio is again tested. If
found to be unsatisfactory, the recording gain controls are adjusted and the process
repeated.

WorldCom will accept the judgment of IDOC for audio quality.
3.3. AUTHORIZED CALLS By INMATES
3.3.1 COLLECT, OUTBOUND CALLS ONLY
Only collect or debit system, station-to-station, outbound calls may be allowed
from any telephone with no exceptions. This includes local, intra-LATA, interLATA, inter-State. The expectation is that the Proposer will carry all inmate
traffic via a single network.

(

State how you will ensure that no inbound, direct dialed, other sent paid
Detail how
international calls will be dealt with and whether there is the ability to
block such activity by site, telephone or individual cafler.

or other type of telephone calf will be transmitted.

WorldCom Response: WorldCom understands and will comply.
WorldCom's LazerPhone solution will permit only collect, station-to-station, outbound
calls from any telephone with no exceptions. The system will utilize its automated
operator feature to process collect calls. LazerPhone is strictly an automated operator
service providing station-to- station collect only calls. LazerPhone's automated operator
services can be configured to permit 7x24x365 access if so desired by IDOC staff. Time
restraints are established using the workstation on site and using the time parameters. In
the event that the IDOC does determine that alternative calling options are to be allowed,
i.e. debit, WorldCom respectively requests that the inmate call control system is initially
installed as a collect only system, implementation of the debit offering will be completed
at a mutually agreed interval after installation.
Because the call process is fully automated, there are no other calling options for the
inmates. Inmates will never have access to a live operator, which will prevent them from
making any operator assisted calls. Additionally, LazerPhone's automated operator
services include all voice prompts necessary for the completion of an inmate call. In all
instances, the automated operator will make initial contact with the called party. During
the automated greeting, the called party is notified of the inmate's name and the facility
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from which the inmate is calling. The called party will have contact with the inmate only
after positively accepting the call as instructed by the automated operator. Prior to
accepting the call, the automated operator will also give the called party the option to
hear call rates. It is important to note that WorldCom does not pass off any of the calls to
other carriers for processing as LazerPhone maintains complete control over the call at all
times regardless of the call type.
The LazerPhone system can be configured to allow or disallow the inmate call
international destinations via the inmate allowed call list feature. However, in the event
that IDOC were to decide to allow inmates to have the ability to place international
collect calls, attempts would require the LazerPhone system to utilize a "live" operator
for call completion.

3.3.2. ewe .INMATE TELEPHONES
Collect, coin operated, calling card, station-to-station, outbound calls may be
allowed from any CWC Inmate telephone. This includes local, intra-LATA,
inter-LATA, inter-State. No recording or monitoring devise is required for CWC
Inmate telephones.

WorldCom Response: WorldCom understands and will comply.
WorldCom will provide collect, coin, calling card via 800 access, station-to-station,
outbound calls from any CWC inmate telephones including local, intra-LATA, interLATA and interstate calling.
WorldCom will provide ProteI 7000 Smart Payphones to meet the coin inmate phone
requirement. These payphones will be installed at the IDOC Community Correctional
Centers and Youth Facilities. Additional information is provided on this model in
Attachment 4. In accordance with RFP requirements, no recording or monitoring
equipment will be installed at the CWC facilities.

3.3.3. BLANKETRESTIUCTrONS
The system must be able to establish blanket restrictions for all calls in the
institution, including but not limited to the following:
•
•
•
•

•
•

Operator and directory service numbers, including 0, 00, 411, NPA-555, etc.
Specific NPA's, such as 550, 700, 900, 976.
911 and other emergency service numbers.
Specific numbers, such as telephone numbers for correctional institutions and Inmate
telephones, state officials' telephones, and others that may be established by the
institution.
Other long distance carriers, via 950, Toll Free, 10XXX, or other means.
International calls.

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"Wild-Card Numbers· - allowing all callers to dial specific, approved telephone numbers
regardless of location or any other restrictions. Although any offender can call these
numbers, the calls are still subject to being recorded and monitored and will appear in call
detail recordings.
Describe Proposers capability to meet these requirements on the
system being proposed.

WorldCom Response: WorldCom understands and will comply.
A complete description of the blocking features of the LazerPhone system is described
below.
SYSTEM-WIDE CALL BLOCKING DATABASE

During installation, WorldCom will create a system-wide "Call Blocking" database of
numbers that inmates will not be able to call. This will include the numbers provided by
the IDOC such as residential or business lines ofjudges, sheriffs, facility personnel, jury
members, attorneys, and witnesses. Call blocking tables with thousands ofentries are not
uncommon. Blocked numbers can consist of an entire area code, an entire exchange code
within an area code, or specific telephone numbers. All 800, 900, 972, 976, and 550 area
codes will be blocked throughout the life ofthe contract. Numbers may be deleted or
added to the "Call Blocking" table by authorized personnel using an administrative
workstation.
The database query functionality inherent on the central servers also provides added
security. When a remote IDOC facility updates information in the blocking database, the
central server will query this information from that location. This query will allow all
IDGC remote sites to have access to statewide blocking information.
FAaUTY-SPEanc BLOCKING CAPABrUTIES

The LazerPhone system will be able to establish blanket restrictions for all calls at each
facility, including but not limited to the following:
1

Opcrator and directory scn'icc numbers, including 0,00,411, NPA-555,
ctc.

2

Specific NP:\.'s, such as 550, 700, 900,976.

3

911 and other emcrgency scn'icc numbers.
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4

Specific numbers, such as telephone numbers for correctional
institutions and inmate telephones, state officials' telephones, and others
that may be established by the institution.

5

Other long distance carriers, via 950, toll free, lOXXX, or other means.

6

International calls.

7

"Wild-Card Numbers" - allowing all callers to dial specific, approved
tek'Phone numbers regardless of location or any other restrictions. If a
specific number is allowed and set up for a particular inmate, WorldCom
will utilize a "speed dial" type number for those instances where an
inmate is allowed to call a number not on their call list. Wild Card
Numbers are pre-programmed in the form of Speed Dial Numbers.

LazerPhone can block a virtually unlimited quantity of individual numbers, prefixes, and
area codes. Each call is checked through the LazerPhone validation system. If the
number has been blocked, the inmate is informed "You may not dial this number," and
the call is terminated.
INDIVIDUAL DESTINATION BLOCKING CAPAsrurrES

In addition to the system-wide database and the facility-based blocking capability, IDOe
personnel will be able to block individual destination numbers. IDOe system users will
be able to block individual numbers via the edit destination number screen shown in
Figure 3.3.3-1.

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FIGURE 3.3.3-1. EDIT DESTINATION NUMBER SCREEN.

By checking the "Blocked" box. this number cannot be called from any LazerPhone
inmate telephone station within the facility. An inmate PIN can be configured with only
an allowed list, blocked list, or a call anyone list exclusively.
TZMZNG BASED RESTlUCTIONS

LazerPhone has the ability to selectively time calls of various types, e.g., to attorneys,
clergy, family, etc., by different time frames by individual PINs. system. or specific
telephone numbers. These numbers are placed on a predefined schedule via the edit
destination number functionality noted in Figure 3.3.3-1, outlined in red.
Programmable "time-out" announcements as approved by IDOe are available and can be
customized scripts as desired. These can be played as a voice overlay during the call at
the one minute, 30 second, 15 second, or all three times prior to the call time threshold.
The voice overlay will be heard as, "You have 1 minute remaining on this call.''''
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VELOC17Y BASED RESTIUCTrONS:

In addition to the above features, WorldCom's solution for inmate call processing allows
IDGC to institute velocity based call restrictions based on the number of calls than can be
placed during a given time frame. As shown in Figure 3.3.3-2, the inmate in this example
is restricted to six calls for each 24-hour period.

FIGURE 3.3.3-2. VELOCITY BASED CALL RESTRICTIONS.

3.3.4. SPECIFIC AUTHORIZATIONS
3.3.4.1 Personal Identification Numbers (PIN)
All systems must provide the ability to assign a unique Personal Identification
Number (PIN) to each inmate. It must be possible to assign these numbers at
the central intake processing stage, and for the same number to be associated
with an inmate for his or her entire stay at any DOC location, whether
continuous or not. It must also be possible for a specific institution to not use
the identifier reqUirement in call processing on specific designated telephones.
Currently the ICC is the only institution using Personal Identification Numbers.
The establishment and maintenance of the PINs will be borne by the Proposer
in communication with the locations electing to utilize PINs.
While the DOC Inmate number is an easy means of assigning a PIN, it
presents problems due to its availability to not only the inmate but to others at
the location. The Department would like to consider some other means for

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individually identifying the inmate in the calling environment, but whatever
method is selected it must be simple to administer at each site, involve very
little staff activity and cannot be tied to any physical item which must be used or
maintained by the individual inmate. Security of these Personal Identifiers is
also a concern for the Department.

Describe how a PIN function can benefit the Department. Also describe
the process followed to assign the identifier used in the proposed
system and how it is both unique and secure. Discuss the merits of the
proposed identifier in discouraging fraud, or assisting with other internal
population management problems. Describe the capabilities of the
system for establishing blocks, and how this programming is changed.
Provide information on other customer applications relative to the
assignment of Personal Identifiers.

WorldCom Response: WorldCom understands and will comply.
Assigning PINS to the inmate population provides several benefits to the IDOC. It
provides additional investigative information. The investigator and facility personnel
will have an inmate PIN profile to attach to the Call Detail Record. Inmate PINs also
allow additional security by allowing the facility to limit calling activity based on the PIN
and what security level the inmate is assigned and disciplining the inmate calling
privileges based on PIN. The inmate name voice file is also pre-corded and configured to
each PIN and the same voice file is played based on the PIN entered upon initiation of the
call. In addition, call search and the investigative "hot tools" offered with the
LazerPhone system are PIN driven. All of the reporting procedures are described in RFP
response 4.7.5.1 under Usage Reports and in the LazerPhone Attachment 7.
WorldCom's current customer base and experience has been that inmate telephone PINs
are typically issued in the following three (3) ways:
•
•
•

DOC assigned inmate ID number only
DOC assigned inmate ID number plus a "X" digit PIN number
Inmate's Social Security Number (SSN)

The PIN number is either generated or assigned by the DOC or though the proposed
WorldCom LazerPhone random number PIN generation feature. In some cases the DOC
already has assigned a PIN number to each inmate that he/she is already aware of and
uses when making Canteen purchases.
For those inmates that do not have a Social Security number, one of WorldCom's
customers elected to simply append to their DOC assigned inmate number the necessary
number of "Os" so that the result is a nine digit telephone system PIN. WorldCom's other
customer actually made arrangements with a local Social Security Administration Office
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in which they submitted the necessary documents resulting in those inmates becoming
registered with the Social Security Administration getting assigned a Social Security
Number.
If the IDOC is implementing an inmate PIN system for the first time and elects to assign
each inmate a PIN number verses allowing them to choose a PIN, generally the PIN
number is randomly generated and assigned using the LazerPhone PIN number
generation feature. The inmates will receive, via inmate mail process, a print out of the
current PIN and calling instructions.
WorldCom's proposed LazerPhone system does have an automated feature that during
the first initial call attempt using a specific and valid DOC assigned inmate ID number
the inmate is prompted to enter a "X" digit PIN number of their choice that will then be
required for all future call attempts.
WorldCom's typical correctional inmate calling services customer base who utilize the
inmate PIN application are such that PIN and or allowed call list administration can be
performed by one administrator for approximately every 14,000 inmates. The PIN
administrator is usually located either at the customer's new inmate "intake" facility, the
customer's central office location or another centralized location. Some of WorldCom's
customers perform their own inmate PIN administrative activities using internal staff
while in other cases WorldCom provides staff to perform the task. The issuing of
telephone PINs along with PIN administration is generally a simple process depending on
the customer's internal policies and procedures along with the customer's support to
insure that they are followed. Figure 3.3.4-1 illustrates the inmate PIN profile and
options that are available.
When an inmate transfers to a different institution, that inmate's PIN account will also be
transferred. This feature will reduce the number of administrative requests when an
inmate is transferred to a new facility. The Portable PIN feature allows information to
automatically be moved with the inmate. This inmate information includes inmate PIN,
identifying information and the allowed call list, ifapplicable. This automated process
ensures that the inmate has phone privileges, if desired, from the moment he/she attempts
to place a phone call from the new facility. This process also ensures that all block
numbers move with the inmate automatically rather than waiting for the blocked numbers
to be re-Ioaded into the new facility's blocked database.

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FIGURE 3.3.4-1. INMATE ACCOUNT INFORMATION.

WorldCom has an established methodology for providing the PIN information to the
offender. Sample PIN information forms and instructions are included in Attachment 6.
Upon contract award and execution, WorldCom will consult with the IDOC to insure the
process is mutually understood and workable within the regulations of the facilities and
within the inmate population. WorldCom is proposing to provide an in-state PIN
administrator that will handle a majority of the daily responsibilities of PIN
administration.
The LazerPhone system provides many levels of security to that assists in circumventing
PIN sharing. Every call placed requires the inmate to enter his or her PIN number. In
addition, each inmate PIN number has a pre-recorded name file associated with it that is
played to the called party upon the initiation of each call attempt. This can be recorded
by site personnel or by the inmate upon their first call attempt. This also prevents
inmates from passing message via this window where an inmate historically would be
prompted to announce their name prior to each call attempt. Call recordings and call
detail searches will also reveal if PIN sharing is present and can uncover the level of this
activity. Inmate accounts can be configured to limit the amount of calls that could be
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placed if an inmate was found to be PIN sharing. This would be accomplished through
an account suspension for a pre-defined period.
In addition. lODe assigned PINS can be restricted to using designated individual inmate
phones. groups of phones within a housing unit, or limited to specific phones within a
wing or housing unit. Inmate PINs or actual phones can be programmed to a "schedule"
thus limiting calling accessibility by inmate telephone and PIN sharing is limited across
housing units with a facility.
As stated previously, LazerPhone has the capability of using the inmate's pre recorded
name instead ofaHowing the inmate to speak into an 'open microphone' during the 4
second window. This prevents the inmate from stringing multiple calls together to
deliver one message without actually connecting with the called party. When the inmate
enters his/her PIN, LazerPhone will automatically interject the pre recorded name file in
all subsequent phone calls. The PIN administrator has the ability to require the inmate to
actually to speak his/her name to ensure complete accuracy.
WorldCom cannot endorse complete assurance that the inmate PIN used to complete a
call is actually the party assigned to that PIN that is completing the call. Unless enforced
by the State, allowed call list fraud and simply handing the receiver to another inmate are
the some of the most common ways that inmates use to make fraudulent phone calls.
To reiterate. while these features are excellent tools in curtailing this activity. WorldCom
cannot guarantee that inmate fraud will be eliminated it altogether and will work with the
IDDC to uncover and eliminate this activity to the fullest extent possible.

3.3.4.2 Inmate Database - Allowed Call Lists
All systems must be capable of establishing a list of specific telephone
numbers for each inmate (i.e.. each PIN or other identifier) to allow inmates to
reach only these specific numbers. These specific authorizations may not
supersede the blanket restrictions. It must also be possible for a specific
institution to not use the authorized list. It is acceptable to propose the use of
speed calling codes.
The establishment and maintenance of these lists will be borne by the Proposer
in communication with the locations electing to utilize such lists. Presently the
ICC is the only location using Allowed Call Lists.

Describe your inmate database functions and the entire process of
administering the database in detail. How many authorized numbers
per inmate will be included? Can some locations bypass the inmate
database while others use it? Does the system use speed calling?

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WorldCom Response: This requirement was delete per Amendment #5 released on
October 29, 200 I.

3.3.4.3. Specific Calling Restrictions
Whether or not an inmate database is used, it must be possible to block calls
by specific identifiers, to block groups of identifiers from placing calls from
specific telephones or groups of telephones, etc.
If there is an inmate database, the system should also allow a specific inmate
or group of inmates to be restricted as to call duration, number of calls per day
or per week, type of call and hours during which calls can be made.

Describe the call restriction possibilities offered by your proposed
system. Mention all limitations in the programming capabilities offered.

WorldCom Response: WorldCom understands and will comply.
LazerPhone offers several options with regard to call restrictions that are non-PIN
specific. These are described in detail in the following paragraphs.
SYSTEM-WIDE CALL BLOCKING DATABASE

During installation, WorldCom will create a system-wide "Call Blocking" database of
numbers that inmates will not be able to call. This will include the numbers provided by
the IDOC such as residential or business lines ofjudges, sheriffs, facility personnel, jury
members, attorneys, and witnesses. Call blocking tables with thousands ofentries are not
uncommon. Blocked numbers can consist of an entire area code, an entire exchange code
within an area code, or specific telephone numbers. All 800,900,972,976, and 550 area
codes will be blocked throughout the life of the contract. Numbers may be deleted or
added to the "Call Blocking" table by authorized personnel using an administrative
workstation.
The database query functionality inherent on the central servers also provides added
security. When a remote IDDC facility updates information in the blocking database, the
central server will query this information from that location. This query will allow all
IDOC remote sites to have access to statewide blocking information.
FAQUTY-SPEQnC BLOCKING CAPABIUTrES

The LazerPhone system will be able to establish blanket restrictions for all calls at each
facility, including but not limited to the following:
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8

Operator and directory service numbers, including 0,00,411, NPA-555,
etc.

9

Specific NPA's, such as 550, 700, 900, 976.

10

911 and other emergency service numbers.

11

Specific numbers, such as telephone numbers for correctional
institutions and inmate telephones, state officials' telephones, and others
that may be established by the institution.

12

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

13

International calls.

14

"Wild-Card Numbers" - allowing all callers to dial specific, approved
telephone numbers regardless of location or any other restrictions.
Although any offender can call these numbers, the calls arc still subject
to being recorded and monitored and will appear in call detail
recordings.

LazerPhone can block a virtually unlimited quantity of individual numbers, prefixes, and
area codes. Each call is checked through the LazerPhone validation system. If the
number has been blocked, the inmate is informed "You may not dial this number," and
the call is terminated. Wild Card Numbers that the IDOC grants access to can be
programmed in the LazerPhone system in the form of "Speed Dial" numbers. A typical
example would be to point a speed dial number to State snitch line for inmates to dial
which terminates to predetermined voice mail to leave evidence for investigative
purposes. The line could be configured for passive acceptance to the local investigator's
office at no charge to the state.
INDIVIDUAL DESTINATION BLOCKING CAPABIUTrES

In addition to the system-wide database and the facility-based blocking capability, IDOC
personnel will be able to block individual destination numbers. IDOC system users will
be able to block individual numbers via the edit destination number screen shown in
Figure 3.3.4.3-1.

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FIGURE 3.3.4.3-1. EDIT DESTINATION NUMBER SCREEN.

By checking the "Blocked" box, this number cannot be called from any LazerPhone
inmate telephone station within the facility. An inmate PIN can be configured with only
an allowed list, blocked list, or a call anyone list exclusively.
TrMrNG BASED RESTlUCTIONS

LazerPhone has the ability to selectively time calls of various types, e.g., to attorneys,
clergy, family, etc., by different time frames by individual PINs, system, or specific
telephone numbers. These numbers are placed on a predefined schedule using the Edit
Schedule button found on the edit destination number functionality noted in Figure
3.3.4.3-1.
Programmable "time-out" announcements as approved by IDDe are available and can be
customized scripts as desired. These can be played as a voice overlay during the call at
the one minute, 30 second, 15 second, or all three times prior to the call time threshold.
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The voice overlay will be heard as, "You have J minute remaining on this call." Figure
3.3.4.3-2 shows how this option is configurable based on the IDOe requirement

i_tl=T~~~~!

. "c'):i';-~armn!1~~(far:~'" ,-'- ~~'r}<h'lk [

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FIGURE 3.3.4.3-2 VOICE OVERlAY OPTION.

VELOOTY BASED RESTlUCTIONS:

In addition to the above features, WorldCom's solution for inmate call processing allows
lODe to institute velocity based call restrictions based on the number of calls than can be
placed during a given time frame. As shown in Figure 3.3.4.3-3, the inmate is restricted
to by the number of calls based on a pre-determined number of hours.

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FIGURE 3.3.4.3-3.

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- SPECIFIED PARAMETER CAll. RESTRICTIONS.

3.3.4.4. Attornev Calls
There is a process in place for establishing a "properly placed attorney call"
within the network. Once in place, these calls appear in the call detail recording
records but are automatically blocked from either being monitored or recorded.
The current vendor is responsible for administering and maintaining this
database on a network-wide basis. The Proposer will be expected to continue
this procedure.
Currently attomey numbers are entered into a Database in the Pili T-NETIX,
Inc Phone System. The attomey numbers are taken from a list of the Idaho
State Bar Association of all Idaho Attomeys. Additional attomey numbers are
added to this database by the contractor when requested by the Department. 3Way Termination Program is tumed off as well, (so calls to attomey's offices
can be transferred and allow the attomey to take the call in hislher office
without being cut off). The current list of attorney numbers must be loaded into
the Proposers system prior to any Inmate phone calls being made.

Describe how attorney calls should be handled if your proposed
system(s) are implemented? Describe in your proposal how you will
certify monthly that properly placed attorney calls are not being
recorded.

WorldCom Response: WorldCom understands and complies.
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SYSTEM-WIDE CALL BLOCKING DATABASE

During installation, WorldCom will create a system-wide "Call Blocking" database of
numbers that inmates will not be able to call. This will include the attorney numbers
provided by the IODC, the existing inmate attorney database as entered by the incumbent
provider or a State Bar Attorney Database. In addition, telephone numbers such as
residential or business lines ofjudges, sheriffs, facility personnel, jury members.
attorneys, and witnesses can also be included. Call Blocking tables with thousands of
entries are not uncommon. Blocked numbers can consist of an entire area code, an entire
exchange code within an area code, or specific telephone numbers. All 800,900,972,
976, and 550 area codes will be blocked throughout the life of the contract. Numbers
may be deleted or added to the "Call Blocking" table by authorized personnel using an
administrative workstation or can be sent to the PIN administrator for entry into the
database.
The database query functionality inherent on the central servers also provides added
security. When a remote IDDC facility updates information in the blocking database, the
central server will query this information from that location. This query will allow all
IODC remote sites to have access to statewide blocking information.
rNDrvrOUAL DESTINATION BLOCKING CAPABrLlT.lES

In addition to the system-wide database and the facility-based blocking capability, IODC
personnel will be able to block individual destination numbers. IODC system users will
be able to block individual numbers via the edit destination number screen shown in
Figure 3.3.4.4-1.

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FIGURE 3.3.4.4-1. EDIT DESTINATION NUMBER SCREEN.

Certifications on attorney call database will be provided on a monthly basis by
WorldCom and its subcontractor, Global Tel*Link. WorldCom and Global Tel*Link,
will run a monthly report against the state provided attorney database and/or the attorney
database to assure that no calls to those previously identified numbers have been
recorded. These reports will be sent to the address referenced previously in RFP
requirement 3.1.2.
3.3.5 CUT-OFF
3.3.5.1 Automatic Cut-Off
All systems must permit the automatic, regular immediate cut-off of all inmate
telephones at once, groups of telephones (e.g. an entire bUilding or wing), or
individual telephones, and the ability to pre-select hours of operation by
telephone or group of telephones.

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WorldCom Response: In addition to the manual cut-off switches, the proposed
LazerPhone system offers several methods and options in which the inmate phones can
shut down either individually, in groups or the entire system/facility.
PROGRAMMABLE ON/OFFADMINISTRATION

Phone Scheduler
The ON/OFF times can be customized for an individual phone, groups of phones, inmate
PIN, and/or destination number. LazerPhone can automatically cut off or tum on at
various preset times ofthe day -- by individual phone, groups of phones, or all phones.
With the software and workstation provided, authorized IDOe staff may group individual
phones into "cell blocks", individual inmate PINs, or other methods they choose to use.
The phones can be programmed to tum on and ofT automatically with an easy "point and
click" method.
The system proposed by WorldCom will enable the State to establish system (facility)wide on/off time periods for all the inmate phones in 30-minute increments by day of
week as well as holidays, starting at 00:00 hours through 23:59 hours. The proposed
system will provide the flexibility for IDoe to create a customized list of holidays and to
modify the inmate telephone on/ofTtimes from the standard day-of-week configuration.
Each designated holiday can have its own programmed telephone on/off times. Figure
3.3.5.1-1 illustrates the scheduling screen for programmable on/ofT administration.

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FIGURE 3.3.5.1-1. PROGRAMMABLE ON/OFF SYSTEM ADMINISTRATION.

Individual inmate stations can be assigned to a specific on/off schedule using a similar
screen in Figure 3.3.5.1-1.
PROGRAMMABLE INMATE STATION ON/OFF TZMES

KwicKi/l

In addition to the scheduled on/off option and the inmate station scheduling, the
LazerPhone aIlows the system user to terminate a call in progress instantly. From the
system workstation, the user selects the inmate station via the "Monitor Lines" screen.
Then, the user simply right clicks on the highlighted station and selects "Cut Call".
Figure 3.3.5.1-2 illustrates how the KwicKiII option appears to the system user.

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-11M

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FIGURE 3.3.5.1-2. CALL MONITORING SCREEN.

3.3.5.2 Manual Cut-OffSwitches
All systems, including cwes must also permit the manual, immediate cut-off of
all telephones, groups of telephones, or individual telephones. These switches
are generally in-place at each facility location. Generally they are located in the
Central Control area of the site. The Proposer will be required to maintain these
in-place switches or replace them at their discretion. If they are replaced,
however, the operational functionality must be maintained.

Confirm that the proposed system will meet all the requirements above.
Describe in detail how the various cut-off features work, the physical
controls to be provided, any interactions between multiple cut-off
locations, and any additional programmable cut-off features offered by
your system.

WorldCom Response: WorldCom understands and will comply.
WorldCom will provide, install and maintain a manual individual toggle type cut-off
switch for each inmate telephone station along with call monitoring equipment that will
be located in desired locations as directed by IDOC and or facility staff. It is understood
that this location is typically in the UnitControl Room of the Housing Unit where the
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inmate phone is I?hysically located. WorldCom will insure that each existing and newly
installed inmate telephone cut-off switch is clearly labeled in a manor that is meaningful
to facility staffas to the location description of the inmate telephone that it controls.
Along with the cut-off switches each of the eight IDOC locations will have "live" callmonitoring equipment with the appropriate audio listening device, whether it be speakers
or a speakerphone, and inmate telephone selector mechanism for those inmate phones
that the location is responsible for supervising. If the switches are replaced, the operation
will remain the same as the existing service that was replaced,
Inmate phones can also be disconnected at the termination location where the inmate
cross connects are located. At this location, amphinol cables on the 66 block
terminations can be easily disconnected as necessary.
3.4.

ACCEPTANCE OF CALLS

Bv CALLED PARnES

3.4.J. AurOMATED ATTENDANT
Calls must be announced by a pre-recorded announcement identifying the
inmate by name, identifying the location originating the call and notifying the
called party that the accepted calls, other than a properly placed attomey call,
are subject to being recorded and monitored. No exceptions and no manual or
other transfers to any live attendant will be permitted. The exact content of all
announcements will be approved by the Department.
The inmate and the called party must be completely isolated during the
announcement, and not connected until called party has accepted the call.
Ideally it should also be immediately apparent to the called party that the
announcement is recorded rather than live.
Describe your system's announcement capabilities in detail. How will
isolation be assured?

WorldCom Response: WorldCom has read and understands.
All domestic call types are processed via LazerPhone's automated voice prompts and
announcements are programmed in two languages: English and Spanish. Inmates can
choose their preferred language using one dual-tone multi-frequency (DTMF) tone.
International calls, where allowed by inmate, calls will be processed via a live operator.
The system-generated instructions will follow the call flow described below:
• When an inmate lifts the handset, the system provides the following prompt:
o In English: "Press or dial one for English"
o In Spanish: "Press or dial two for Spanish. " Marque dos para Espanola."
• Depending on the language selected, the inmate will then hear the remainder of
the call flow in English or Spanish
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The same format is followed in other available languages, until the inmate chooses a
language selection.
SYSTEM ANNOUNCEMENTS

The LazerPhone system will use its automated operator system to process all calls and
will provide notification to an inmate of call status (i.e. ringing, busy, etc.)
The proposed LazerPhone system uses a number of user-friendly voice prompts and
message announcements for call processing and information to inmates and called
parties. The following describes the call set-up process that the inmate will hear. a list of
the return message announcements, and the call announcement and acceptance
announcement heard by the called party. WorldCom understands that IDOC will
determine the exact content of the announcements and messages played to the called
party.
LOCAL, INTRALATA, INTERLATA INTRASTATE, INTERSTATE CALL TYPES
This is MCI WorldCom. This call originatesfrom an Idaho Department ofCorrections
Facility and may be recorded or monitored You have a collect callfrom <inmate's name
or pre-recorded name> an inmate at <FACILITY NAME>. The maximum cost for this
call is $ XXX"for the first minute and $XXXfor each additional minute plus any
applicable State or Federal Universal Fees. For customer assistance and collection or
complaint procedures. dial /-800-444-3333. othenvise. ifyou wish to accept this call.
dial "0" andwaitfor your party to connect. /fyou wish to block anyfuture calls ofthis
nature. press or dial ''7''for further information. Forfuture Idaho inmate collect calls.
you may press "0" at any time during the call process to accept the call and by-pass these
announcements.

Although the prompt asks the called party to press or dial "0" for refusal, should any
number other than "5," "7," or "9" be pressed or dialed, the call will not be connected. If
the called party makes no response, the message will repeat three times and, if no
response is made, the call will be terminated.
During call set up and call acceptance, the inmate will not be permitted to hear the
progress of the conversation per the IDOe requirement and will not be able to speak with
the called party until positive acceptance has been received.
Figure 3.4.1-1 depicts the option of allowing the inmate to hear the call process. By
simply, leaving the "Allow inmate to hear call progress" box blank, the inmate will not
hear anything until the called party has positively accepted the call.

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FIGURE 3.4.1-1. ALLow INMATE TO HEAR CALL PROCESS.

CALL TREATMENTS

Presented below are the some the standard messages inmates will receive under specific
conditions:
• When the destination number is busy: ''The called number was busy; please try
your call later. "
• When the called party does not answer, ring/no answer: "The called party did not
answer; please try your call later. "
• The called party does not press or dial the DTMF to accept the call: "The called
party did not accept your call. ..
• If the called party has previously requested a block on the destination number:
"The calledparty has placed a block on this number. "
Isolation is clearly maintained between the inmate and the called party.

3.4.2 rNrTIAL ACCEPTANCE
Positive acceptance of the call by the called party is required. If there is no
response by the called party, this must be automatically interpreted as a denial,
and the call must be immediately disconnected. Presently the acceptance is
accomplished by dialing a key on the accepting telephone. Also during the
announcement, the called party must have the ability to deny the call and block
their telephone number from being called again. During the call set-up process
the actual cost of the call must be announced to the called party. before call
acceptance, so this can be considered in accepting a call. The inmate should
be informed by the system if the call is not accepted, for whatever reason.

Describe in detail the acceptance process you propose. How will
acceptance be indicated from a touch-tone telephone? From a rotary
dial telephone? How long will the system wait for a positive

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announcement before disconnecting? Is this interval programmable?
What will happen if the call goes to a computer, fax machine. automated
attendant or ACD, voice mail system. etc.

WorldCom Response: WorldCom understands and complies.
LazerPhone's automated voice prompts and announcements are programmed in two
languages: English and Spanish. Inmates can choose their preferred language using one
dual-tone multi-frequency (DTMF) tone. All rates will be played for all call types prior
to acceptance. See Figure 3.4.2-1 this feature.

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FIGURE 3.4.2-1. - PlAy RATES OPTION.

The system-generated instructions will follow the call flow described below:
•

•

When an inmate lifts the handset, the system provides the following prompt:
o In English: "Press or dial one for English"
o In Spanish: "Press or dial two for Spanish. " Marque dos para Espanola."
Depending on the language selected, the inmate will then hear the remainder of
the call flow in English or Spanish

The same format is followed in other available languages, until the inmate chooses a
language selection.
SYSTEN ANNOUNCENENTS

The LazerPhone system will use its automated operator system to process all calls and
will provide notification to an inmate of call status (i.e. ringing, busy, etc.)
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The proposed LazerPhone system uses a number of user-friendly voice prompts and
message announcements for call processing and information to inmates and called
parties. The following describes the call set-up process that the inmate will hear, a list of
the return message announcements, and the call announcement and acceptance
announcement heard by the called party. WorldCom understands that IODC will
determine the exact content of the announcements and messages played to the called
party.
LOCAL, INTRALATA, INTERLATA INTRASTATE, INTERSTATE CALL TYPES
This is MCI WorldCom. This call originates from an Idaho Department ofCorrections
Facility and may be recorded or monitored. You have a collect call from <inmate's name
or pre-recorded name> an inmate at <FACILITY NAME>. The maximum cost for this
call is $ X.XX" for the first minute and $X.XX for each additional minute plus any
applicable State or Federal Universal Fees. For customer assistance and collection or
complaint procedures, dial I-800-444-3333, otherwise, if you wish to accept this call, dial
"0" and wait for your party to connect. If you wish to block any future calls of this
nature, press or dial '7' for further information. For future Idaho inmate collect calls,
you may press "0" at any time during the call process to accept the call and by-pass these
announcements.
Although the prompt asks the called party to press or dial "0" for refusal, should any
number other than "5," "7," or "9" be pressed or dialed, the call will not be connected. If
the called party makes no response, the message will repeat three times and, if no
response is made, the call will be terminated.
During call set up and call acceptance, the inmate will not be permitted to hear the
progress of the conversation per the IODC requirement and will not be able to speak with
the called party until positive acceptance has been received. Typically this process takes
less than 60 seconds or less depending on how many options the called party chooses to
select. In the event the called party chooses to by-pass all offered options, the call will be
cut-through to the inmate upon after the option to accept the call is played to the called
party and positive acceptance call via the OTMF digit is pressed.
It should be noted that the Federal Communications Commission has instituted a.
mandatory requirement that Interstate calls be provided the rate option prior to any other
instruction in the call process along with a customer service option.
Rotary dial phones may accept calls and hear other options via a voice response prompt
statements of"YES" or "NO".
As the example above indicated, LazerPhone has the capability of using the inmate's pre
recorded name instead of allowing the inmate to speak into an 'open microphone' during
the 4 second window. This prevents the inmate from stringing multiple calls together to
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deliver one message without actually connecting with the called party. When the inmate
enters his/her PIN, LazerPhone will automatically interject the pre recorded name file in
all subsequent phone calls. The PIN administrator has the ability to require the inmate to
actually to speak his/her name to ensure complete accuracy.
Calls terminating to computer, fax. machine, automated attendant or ACO, voice mail
system will not be accepted. The number of rings to a destination number is configurable
and is typically set at six (6). If IOGC requires additional ring time, WorldCom will
adjust as needed.
If a destination number goes off-hook, the called party announcement listed above is
played. If there is no response at this time, the announcement will playa second time.
At this time, ifnot options are chosen, the call will disconnect. If an invalid option is
chosen, the call will also disconnect.
CALL TREATMENTS

Presented below are the some the standard messages inmates will receive under specific
conditions:

• When the destination number is busy:

"The called number was busy; please try

your call later. "

• When the called party does not answer, ring/no answer:

''The called party did not

answer,' please try your call later. "

•

The called party does not press or dial the OTMF to accept the call: "The called
party did not accept your call. "

• If the called party has previously requested a block on the destination number:
"The calledparty has placed a block on this number. "

3.4.3. CONTINUING ANNOUNCEMENT- BRANDING
Recorded voice overlay announcements are required, notifying the called party
that the call is originating from a specific correctional facility. The content of
these announcements will be approved by the Department.
In addition, with time limits imposed on call duration, the system must provide
an advance warning that the call is about to end. Presently announcements are
made at two-minutes remaining. one-minute remaining and immediately prior to
disconnection.

State how the voice overlay will be recorded in your system. How will
you ensure that ongoing conversations are not interrupted during the
announcements? What kind of final warning tone or announcement will
be used? Is the time before disconnect programmable?

section 3, Page 63

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RFB # ITB01163

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WorldCom Response: WorldCom understands and complies.
VorCE OVERLA y

The LazerPhone system can be configured to play periodic overlay announcements
throughout an inmate's calls. These announcements can include any infonnation
requested by the IDDC such as, "This call is from an inmate at the Idaho Department of
Corrections." Virtually any scripting required by the IDOC is available and will be
approved by the IDDC prior to implementation and can be played at random intervals
during the call process. The decibel level ofthese announcements if fully configurable
and may be adjusted so as not intrude on the conversation but to also insure the called
party hears this announcement so they are aware of the call origination location.
Courtesy Warning Messages are fully programmable in 30 second or I minute increments
prior to call disconnect at the end of the allowed call time. In addition a warning message
can be played also just prior to the end of the call. See Figure 3.4.3-1.
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FIGURE 3.4.3-1. SYSTEM STATION CONFIGURATION

3.4.4. BrUNGUAL ANNOUNCEMENTS
Inmates and called parties must be able to select the use of Spanish or English
for all announcements,
Detail how this process will work. What codes would be required?
Does your system offer mu/ti-lingual announcements?

WorldCom Response: WorldCom understands and complies.
LazerPhone's automated voice prompts and announcements are programmed in two
languages: English and Spanish. Inmates can choose their preferred language using one
dual-tone multi-frequency (DTMF) tone.
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The system-generated instructions will follow the call flow described below:
•

When an inmate lifts the handset, the system provides the following prompt:
o In English: "Press or dial one for English"
o In Spanish: "Press or dial two for Spanish. " Marque dos para Espanola."
• Depending on the language selected, the inmate will then hear the remainder of
the call flow in English or Spanish
The same format is followed in other available languages, until the inmate chooses a
language selection. Additional languages are available. One additional language would
be offered to the lODe at no charge during the base contract and extension option years.
A total of91anguages choices are offered.

3.5.

CONTROL OF CALL PARAMETERS

By DEPARTMENT

3.5.1.. FUNCTIONS DETERMINED BY DEPARTMENT (SAME FOR ALL INSTITUTrONSj
•

Hours of operation (for example. services shut down during the night hours.)

•
•
•

Maximum call duration.
Assignment of inmate identifiers.
English and/or Spanish commands.

•
•
•
•

Branding Announcements
Disconnect Announcements
Three-Way call detection.
All functions also controllable by institution.

Confirm that all of these functions will be provided in the proposed
system.

WorldCom Response: WorldCom understands and complies.
All ofthe above listed functions are available and can be controlled by the facility
personnel in most cases via the LazerPhone system. Some features require configuration
changes by WorldCom personnel because of the software configuration. These features
can be readily changed by contacting the WorldCom NCC located in Gainesville, FL via
the toll-free number. All of these functions have been discussed in full detail previously
in this RFP. These features and functions can be configured by each facility, by a group
of specific facilities or on a statewide, lODe basis.
In addition, a full description of the LazerPhone features offered is described in complete
detail in Attachment 7.

3.5.2. FUNCTIONS CONTROLLABLE BY.1NSTrTUTrON
•

Hours of operation by telephone and group of telephones.

Section 3, Page 65

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RFB # ITBOl163

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WORLDCOM

Three-Way call detection treatment.
Specific call length.
Allowed Call Lists.
Specific system cut-off timers.
Daily, Weekly call limits (not counting properly placed attomey calls).
Time-Out between calls, by PIN, including any switchhook activity attempted by the
inmate placing the call.
Confirm that all of these functions will be provided in the proposed
system.

WorldCom Response: WorldCom has read and understands.
All ofthe above listed functions, including hours of operation by telephone and group of
telephones, 3-Way call detection treatment and call length are features that are available
via the LazerPhone system and have been discussed in full detail previously in this RFP.
These features and functions can be configured by each facility, by a group ofspecific
facilities or on a statewide IDOC basis.
Allowed Call Lists requirements were removed as a requirement via Addendum 5
released on October 29lh, 200 I.
Time based restrictions are discussed in detail below.

Phone Scheduler
The ON/OFF times can be customized for an individual phone, groups of phones, inmate
PIN, and/or destination number. LazerPhone can automatically cut off or tum on at
various preset times ofthe day -- by individual phone, groups of phones, or all phones.
With the software and workstation provided, authorized IDOC staff may group individual
phones into "cell blocks", individual inmate PINs, or other methods they choose to use.
The phones can be programmed to tum on and off automatically with an easy "point and
click" method.
The system proposed by WorldCom will enable the State to establish system (facility)wide on/off time periods for all the inmate phones in 3D-minute increments by day of
week as well as holidays, starting at 00:00 hours through 23:59 hours. The proposed
system will provide the flexibility for IDOC to create a customized list of holidays and to
modify the inmate telephone on/off times from the standard day-of-week configuration.
Each designated holiday can have its own programmed telephone onlofftimes.

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In addition. an inmate phone can be place on a schedule to allow for specific times of use.
The phone instrument can be disabled between calls via the reactivation between calls
feature to prevent an inmate from strong-arming the individual phone station.
VELOC17Y BASED RESTlUCTrONS:

WorldCom's solution for inmate call processing allows IDOC to institute velocity based
call restrictions based on the number of calls than can be placed during a given time
frame (in hours) as shown in Figure 3.5.2-1.

FIGURE 3.5.2-1. VELOCITY CONFIGURAnON

In addition. a full description of the LazerPhone features offered is described in complete
detail in Attachment 7.

3.5.3 ACCESS TO FUNCTION PROGRAMMING
At a minimum, institutions/centers should be able to perform programming
changes on site or to obtain changes in programming of functions within four
hours of submitting the requested changes to the Proposer by telephone, email or facsimile.

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Specify this equipment, software and network/access facilities provided
to support this requirement. Summarize the range of functions available
to an individual location. Detail the formal training which will be
provided to Department staff. at each location. relative to this
programming.

WorldCom Response: WorldCom understands and complies.
WorldCom agrees that it will be responsible the proposed inmate call control system and
will provide all necessary labor, transportation, parts and materials to maintain the inmate
pay telephones, manual cut-off keys and the complete LazerPhone call control, recording
and monitoring equipment and platform. All the inmate pay telephones and associated
equipment will be maintained such that it is good working order as well as in compliance
with the manufacturers specifications and any preventative maintenance guidelines. Each
of the 8 Correctional Facilities can be configured as a unique entity based on the
individual requirements ofthat site or as a state wide IOOC network or a combination
thereof. All features related to the daily operation of the system can be managed from a
Central location, on site at the facility or by the Inmate PIN Administrator provided by
WorldCom.

(

WorldCom will maintain all inside plant cable as well as any outside plant cable used to
support the inmate pay telephones and the related IRS equipment and platform solution,
regardless of whether it was installed by WorldCom or the re-use ofexisting available
cable facilities of the lODe.
WorldCom, along with it's subcontracted maintenance vendor, AIlCom, will maintain
and warehouse and maintain and inventory ofspare parts for each component ofthe
Inmate Phone System (IPS) at a central location in the State of Idaho. In addition,
WorldCom's equipment vendors and manufacturers, Global Tel*Link and PSG will also
warehouse and maintain a complete inventory of available spare and replacement parts
and components. Ifa necessary repair component cannot be obtained from WorldCom's
or AIICom's Idaho in-state inventory, WorldCom will locate the necessary component
through its' inventory maintained in other states or manufacturer resources and have it
shipped either priority overnight or via commercial airline carrier "next flight out".
Frequently replaced components, such as telephone handsets, dial pads, hook switches,
station boards, 48-volt power supplies, etc. will be warehoused at the County
Correctional Facility or other mutually agreed upon location for immediate access by the
on site vendor.
WorldCom will provide IOOC and its' facility staff with a toll free telephone number that
is answered on a 7x24x365 basis to report troubles or submit service requests, receive
repair status updates and make general inquiries and software or database changes. This
number will provide IOOC with single point of contact to report any service-related
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issues, inquire about a repair status and will be available for any other inquiries. The toll
free telephone number will point to WorldCom's Inmate and Public NeC (Network
Control Center) located in Gainesville, FL. The NeC's technical staff are well versed in
WorldCom inmate calling platform(s) as well as the public payphone calling solution and
have experience in handling all types of inquiries and service requests. The NCC will
have remote access and visibility to the on-premise LazerPhone system(s) that includes
remote system diagnostic capabilities and can make changes on-line as requested if
applicable to the IDOC program.
Upon WorldCom either being contacted by IDOC to request a software or database
configuration, the NCC staff will immediately open a trouble ticket. Most feature
functions of the system can be readily changed within 30 minutes. For normal
configuration changes, WorldCom will complete those changes within the requested 4hour time frame. In the event that the requested change cannot be completed within this
time frame, WoridCom will schedule a maintenance window with the IDOC facility to
complete the desired change during non-peak traffic times, typically during the overnight
hours.
USER PROFILE AND ACCESS LEVELS

The LazerPhone system can be remotely accessed to perform administrative functions.
Access to any LazerPhone system will be limited to authorize State employees through
the use of authentication log-on screens and password protection. A user's level of
access is controlled by the user's password security level. LazerPhone requires two sets
of passwords. One set will be used to access the local system and the second set will be
used to access the remote system. Each password set will have specific security levels
controlling the user's access level. LazerPhone provides an extra layer of password
protection when a user remotely accesses call data. This will allow IDOC to control the
level of access within a facility and between facilities. For example, a system user at
facility A could be limited to that facility only, or could be allowed to access information
at facility S ifallowed by Facility S's system administrator. However, IDOC could
provide certain staff members with "Superuser" password status that permits
unencumbered access at all IDOC facilities. Remote access provides authorized users the
ability to perform the same functions offered by LazerPhone and generate all reports
remotely as if they were on-site.

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FIGURE 3 •.5.3-1. USER CONFIGURATION SCREEN

Figure 3.5.3-1 displays how easy it is to configure a password and the access granted to
that password. A black check mark allows the user full viewing and editing rights. A
gray checkmark allows view only rights while no checkmark restricts the user from
viewing or editing the function.
A snapshot of all system users is also available to see when the user record was created
and when the user last logged into the LazerPhone system. A user profile can be easily
edited by clicking on the user name listed in the NAME column below, see Figure 3.5.32.

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FIGURE 3.5.3-2. USER PROFILE.

WorldCom understands the important role training will play in ensuring the success of
the IDOC's Program. This section presents WorldCom's recommended training offerings
for IDOC department personnel, including specialized equipment and services training.
Written documentation and instructions will be provided to the IDOC to distribute to the
inmate population and will provide easily understood common questions and answers on
the call control system upon cutover to the new platform. In addition, the WorldCom
IDOC site administrator, WorldCom DOC NeC service reps and the WorldCom IDOC
account team will be readily available to answer any questions that may arise on any
aspect of the LazerPhone system.
WorldCom will use proven methodologies to meet the training requirements of the
inmate call control program. The instructional strategy will incorporate classroom
sessions, performance aids and handouts, and training manuals. The purpose of the
training is to ensure that designated IDOC personnel can effectively operate the systems
and equipment delivered under WorldCom's technical solution. The training classes will
be designed to give trainees a complete and comprehensive understanding ofthe system's
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features, including hands-on training with live equipment. Trainees will be given user
guides and other literature relevant to the system and the equipment that is installed.
WorldCom will provide all end-user training on-site at all facilities where LazerPhone is
installed. WorldCom proposes to complete initial Inmate Telephone System training
sessions on-site upon successful implementation of the project and the network. This
hands on training will provide each trainee with a comprehensive understanding of the
LazerPhone features including, completing investigations, resolving inmate complaints
and being able to troubleshoot problems.
A. Training of IDOC Personnel

Training under the Idaho Department of Correction's Program will be managed by Mr.
Tracy Stewart, the WorldCom Project Field Operations Manager. WorldCom project
management personnel will coordinate all training for IDDC personnel.

(

WorldCom will provide training for various levels of Department staff, including fulltime system administrators, part-time system administrators, special investigators, and
data entry specialists. The training will include hands-on demonstrations ofthe
equipment and services offered under the contract. Each training session will address
basic and enhanced services, focusing on the unique requirements and needs of the
personnel attending training.
Following system installation, WorldCom, Global Tel*Link and AllCorn staffwill
provide on-site training using the LazerPhone equipment installed at each facility as the
training tools. The LazerPhone user's manual will supplement the on-site LazerPhone
equipment, including a live PC demonstration. Actual facility data captured by the
system will be used to enhance the training environment.
All trainers will be certified on the systems' latest software and hardware versions.
When the manufacturers revise the software, the trainers from the WorldCom Team will
receive refresher training to ensure they have the most up-to-date information on the
LazerPhone.

i

\

There may be instances where advanced training, beyond that provided in the initial
training program, will be required for IDOC administrative or investigative personnel to
accomplish certain objectives. Advanced training may include learning how to use
special system features or combinations of features and capabilities not included in the
basic training. WorldCom will provide this to Department personnel as required. The
training location will depend on a number of variables, including the number of personnel
to be trained and the individual needs ofthe trainees. Depending on these circumstances,
training could be provided at either an off-site location or a specific Department facility.
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B. Overview Of IDOC LazerPhone Training

The LazerPhone training sessions will cover the following topics for the LazerPhone
platform:
Basic Features: phone scttings, system settings, PIN administration, blocking
features, on/off phone scttinh'S, systcm shutdO\vn, and restoration procedures. This
portion of the training will ensurc that the trainees have a fundamental
understanding of the operation of the system, including how to access and exit the
system, Ycrify inmate accounts/PINs, verify telephone numbers on an inmate's
allowed call list, set calling parameters and restrictions, and identify problems. This
component also describes how the inmates will be instructed, via automated system
prompts and announcements, how to use the system to make calls.
Cal/ Detail Reporting Features: reports by frequently called number, hot number
alert lists, destination number, origination number, and three-way call atttmpt
reports. Selccted personnel will receivc training on how to generate customized
reports.
Recording and Monitoring: invcstigative information gathering from the
LazerPhonc data and live monitoring features, including recording, playback, and
keyword search. This portion of the training, along with the training on the system's
reporting features, will provide the clements required for a complete investigation.
This component will completely describe the LazerPhone's investigative tools and
operations-usc of the call recorder, call monitoring capability, establishing a "hot"
or "alarmed" telephone number database, visual system alarm, remote callout
notification alarming and monitoring, and the interpretation of investigative reports.
Investigation coverage also will describe facility-based investigations as well as
central statewide invcstih7Utions.
System Overview and Technical Support: a complete description of the system,
including how the LazcrPhone is confih>ured across the IDOe network, which
operations take place at the correctional facility, which operations take place at the
central server, and the role of the WAN. A discussion of the technical support
procedures for the LazerPhone, including after-hours outage reporting, remote
upgrading, software manipulation, service, and maintenance. This component also
will describe the problem reporting and resolution path, and access to the Help
Desk.
Online Help: a complete demonstration of the online help menu.
C. Training Objectives

After the initial training is complete, users will be able to understand the operation of the
system and/or perform the following functions:

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Access WorldCom's dedicated customer center in Florida to report troubles, escalate any
concerns and request additional training assistance whether it be remote or on site.
Understand the security and fraud prevention features provided included with the
LazerPhone platform.
Understand the operating procedures of the inmate monitoring equipment provided to all
institutions.

•

Understand how to usc the LazerPhone recording and monitoring equipment and what the
benefits are to the user, including the live monitoring of inmate calls, playback of archived
calls, and the transfer of calls to other media for playback at off-site locations.

•

Understand how to create, delete, and modify inmate records including modifying inmate
restriction levels such as when the inmate may place telephone calls.
Understand how to generate appropriate system reports.
Understand how to maintain inmate call alert levels and respond accordingly when these
levels are exceeded.

(, • <,'

•

•

Understand how to initiate LazerPhone restrictions, including the shutting down of
individual inmate telephones, groups of inmate telephones, or an entire facility's
LazerPhone.
Understand how to establish time of day, day of week and time limits based on selective
criteria including the inmate PIN and inmate telephone.
Understand how to usc the online help function resident on each LazerPhone workstation.
Online help is available via Winhelp, which is simple for users of all abilities.

D. Class Size

WorldCom recommends that the on-site initial training class not exceed more that 8
participants so that each participant receives ample system hands-on time. Should any
site have additional staff that require training, WorldCom will work with the IDOC to
schedule additional training sessions.
E. Refresher Training

Refresher training is available to IDOC at any time, upon request. The IDOC site PIN
administrator will provide this refresher training. Each site where LazerPhone equipment
is located will receive follow-up training sessions throughout year. The LazerPhone
refresher training curriculum will be the same as the training that is delivered at the time
of system installation. The refresher training sessions can, however, be tailored for each
audience to ensure the most appropriate topics are covered. To request refresher training,
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WorldCom recommends that users contact the toll free number of our Network Control
Center in Florida. This reduces the number of contact numbers needed to reach
WorldCom for support. Once a request is received WorldCom staff will contact the
appropriate trainer for the region and schedule the refresher training.
F. Remote Training Support

The WorldCom staff located in the customer service center in Florida is highly
knowledgeable on the operation of LazerPhone this offers IOOC with an additional level
of support. WorldCom's partnership with Global Tel*Link provides yet another benefit
to IOOC. By exclusively supporting Global Tel*Link products, WorldCom staff is quite
knowledgeable on the features and functions of LazerPhone. As with refresher training,
IOOC should contact the Florida customer service center for support.
G. Training Materials

WorldCom requests that IOOC personnel treat all training materials as confidential and
proprietary, and only share or provide the information contained with authorized
individuals. Additionally, WorldCom requests that as staff changes occur during the
course of the contract that all training documentation materials, manuals and user guides
are passed along to the succeeding personnel who will be working with the Inmate
Telephone System. WorldCom will provide additional training documentation, manuals.
and user manuals for the term of the contract. Attachment 8 provides supplemental
information that WorldCom will make readily available to the IOOC, inmates, and/or
inmate families where applicable.

3.5.4

EAsE OF USE
Software functions, including such items as control of call parameters, inmate
database changes, and generating reports, should be as simple to learn and
operate as possible.

Describe the nature of the user interface provided for software
functions. What is the training time required to become fluent in the
operation of functions the institutions may need to access for
themselves?

WorldCom Response: WorldCom understands and complies.
WorldCom is proposing the most advanced tape-less integrated inmate telephone call
control system available today. The LazerPhone system developed and manufactured by
WorldCom's teaming partner, Global Tel*Link, provides some of most feature-rich
investigative tools with readily configurable systems combined with a Windows based
software which is easily navigated to provide quick and instantaneous retrieval of Call
Detail Records and Inmate Conversation Recordings. The system is fully scalable and is

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readily expanded if additional phones are installed and/or traffic volumes increase and the
need to additional call recording storage media is required.
The features of the LazerPhone system are fully configurable and can be programmed via
"point and click" type operations at the user workstations. Training typically takes ~ to a
full day depending on the level of PC skills of the user. More extensive "superuser"
training is available for instances where advanced training, beyond that provided in the
initial training program, will be required for IDDC administrative or investigative
personnel to accomplish certain objectives. Advanced training may include learning how
to use special system features or combinations of features and capabilities not included in
the basic training. WorldCom will provide this to Department personnel as required and
time frames will be directly dependent on what materials will need to be covered. Ease
of use is rapid depending on how familiarized the user is with system operation. A user
manual will be provided to each IDDC facility personnel authorized for system operation.

(
"

In addition, all system operation questions can be filtered through the WorldCom NCC.
The NCC technician can take "control" of the workstation via remote access and walk the
IDDC user through the prompts related to the operational question posed at the time of
the call.

3.6.

CONTROL OF FRAUD AND ABUSE

3.6.J.S:rNGLE DESTINAT:rON
All systems must deny access to three-way, conference calling. call fOlWSrding,
transferring at either the originating or called location and identified fraudulently
established ("bum-our) telephone numbers. Systems should provide options
for the treatment of call attempts for these conditions. 3-Way Termination
Program must be turned off for property placed attorney calls, (so calls to
attorney's offices can be transferred and allow the attorney to take the call in
hisJher office without being cut off).

Describe in detail how the proposed system controls these events. Do
you guarantee 100% denial of al/ such cal/s? What limitations does the
proposed system have in this regard? What are your future plans to
furlherdevelop this capability if it is not 100% now?

WorldCom Response: WorldCom understands and complies.
Three way calls are detected and processed by an exclusive LazerPhone hardware and
software design. Current technology in the Public Switched Telephone Network only
provides audible indications on the line when call forwarding or a three-way call is
attempted. Since three-way calling requires a hook-flash of a specified minimum and
maximum duration and since the three-way calling is usually accompanied by silence
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from the called party end of the line, the system detects these signals and responds
according to system programming. These responses can be a voice prompt informing the
parties the call is from an inmate, a flag on the call recording indicating that a three-way
call was detected, termination of the call, or a combination of these. The system is
dependent on the noise on the line and other signals that can sound like three-way call
attempts or the lack of signaling during a three-way call attempt, e.g., connecting two
lines through a dual line phone or a digital PBX. Some of the problems that exist with
the current technology are: (1) call waiting may sound like a three-way call, which makes
differentiation virtually impossible resulting in erroneous disconnects; (2) call forwarding
may not be detected at all; and (3) noise or conversation on the line may mask the
signaling normally heard during a three-way call attempt.

(

Global Tel*Link continues to develop additional methods to detect three-way calls.
Research has identified that on a large number of three-way call attempts a secondary
ring is heard. A trap for secondary ring has been implemented, and provides several
options as to action. An additional feature uses LazerPhone's voice recognition
technology to flag the record when such phrases as "Call this number" or "Dial this
number" are encountered during a monitored call. WorldCom and Global Tel*Link
research and call traffic analysis has found that approx. 80-85% or more of three way call
attempts have secondary ring on the third party call attempt. When the call is flagged, the
IDOC can almost be 100% assured that this is three way calling attempt and can choose
to mark and disconnect the call.
The LazerPhone system has three disposition options when a three-way call is identified.
The call can proceed and the call detail record is marked with a special indicator, the call
can proceed and the investigator is notified of the three-way call event, or the call can be
disconnected. In addition, the IDOC can request that called parties who abuse three-way
calling, have the particular called party number blocked in the facility database listing.
Based on its extensive experience within the industry, WorldCom has some state DOC
customers recommending to their investigative staff that the call be pennitted to continue,
with a marking of the call detail record as depicted above. This permits investigators to
collect valuable evidence that ordinarily wouldn't be available if the call was
immediately disconnected. WorldCom's solution includes comprehensive call recording
at each facility permitting archival of three way calls for investigative work long after the
call was completed. However, ifiDOC simply wants all three-way call events to be
disconnected, WorldCom will comply. WorldCom can play an announcement to the
called party that the call is being disconnected because of an identified three-way call
event. Figure 3.6.1-1 illustrates a flagged call example of a three-way call highlighted in
red.

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WorldCom provides the following fraud detection and prevention capabilities, in addition
to the three-way call detection just described:
•
•

Positive call Acceptance
Line Information database (LIDS)

CONSTRAINTS ON THREE-WAY CALL DETECTION

Local Exchange Carrier Central Office features provided by the local dial tone switches
are becoming increasingly difficult to detect because of tremendous advancements in
central office switches and networks. Additionally, the local telephone line is
increasingly being used for data connections to the Internet or Intranets. With the advent
of this technology and multiple uses for local telephone lines, the local service providers
design the networks and purchase switches to make these optional features as seamless as
possible to enhance the voice conversation and maximize data throughput on data
connections. However, these design advancements make detection of central office
features more difficult, and in some cases impossible, to detect.
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Finally, the 3-way feature is offered and controlled by the LEC and is an available tariff
offering to most subscribers. WorldCom could not legally stop the subscriber from
obtaining this service. WorldCom can enforce the DOC policy to mark and also
disconnect these types of calls as appropriate.
WorldCom is continually working with Global Tel*Link and our own internal Fraud and
Detection support services group to do everything to detect 3-way calling where possible.
In fact, many states are in fact allowing these types of calls because of the additional
investigative information that is obtained from the 3 way calls. Global Tel*Link
continues to develop additional methods to detect three-way calls. Research has
identified that on a large number of three-way call attempts a secondary ring is heard. A
trap for secondary ring has been implemented, and provides several options as to action.
As stated, an additional feature uses LazerPhone's voice recognition technology to flag
the record when such phrases as "Call this number" or "Dial this number" are
encountered during a monitored call.

3.6.2 ALARMS
Systems should be able to notify a staff person, at the location where the cutoff controls are installed, in the event that a specific inmate is making a call, or
is making a call to a specific number. if either of these have been programmed
for alarm status. Such attempts should also be highlighted in call detail
recording and on the recording/monitoring platform used.

/

How are flags established and changed? Describe what happens when
pre-programmed event takes place. What action can be taken by the
staff person? What different conditions can be alarmed?

WorldCom Response: WorldCom understands and complies.
Investigators who desire to monitor the conversations of an inmate under investigation
will have a powerful tool and resource with the LazerPhone platform. Rather than being
tied to their desk waiting for the inmate to place a call Hot Number reporting will allow
investigators to receive notification, via the administrative workstation reporting
function, telephone call, or pager when a call is placed. LazerPhone allows investigators
to enter a variety of parameters, for example, inmate PIN, originating phone number, or
destination phone number.
Whenever activity is detected by the inmate or on the phone, the management control
center computer will dial up to three administrative phones (programmed as requested by
the facility administrators). It will report the number the call is being made from, the
number being dialed, and, if PINs are in use, the inmate making the attempt. LazerPhone
will make three attempts to complete these calls. For complete information regarding the
steps required to set up Hot Number Reporting Function, please see SAMPLE
documentation in Attachment 5.
Section 3, Page 79

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The LazerPhone system will allow live monitoring of inmate calls in progress and will
retrieve archived information from remote locations via telephone. The LazerPhone
system can support bridging of third parties from remote locations. To ensure system
security, the LazerPhone system is controlled by a multi-option security profile for each
system user. This allows multiple users to access only those functions corresponding to
their security levels. A user log system is also provided to track system entries or
unauthorized access.
LazerPhone will allow IDOC personnel to monitor inmate calls by telephone number in
real time by specific PIN as entered by IDOC Site Administrators or IDOC personnel.
When an inmate dials an "alert PIN number" the system will notify IOOC personnel in
one of two methods. The first method is by the IDOC personnel having entered up to 3
notification numbers associated with this alert PIN number. The system will attempt to
contact each of the three notification numbers and, if answered, provide a one-way
conference into the call.

I

.,

The second method is by a visual alert at the workstation. An officer at the workstation
will then be able to point and click on the phone that is dialing the alert PIN number.
This will provide live monitoring of the call. LazerPhone allows for live monitoring
locally, within a single IDOC site, or remotely, from the IDOC Headquarters to any
IDOC site. Figures 3.6.2-1 and Figure 3.6.2-2 illustrate call searches that have been
sorted by Inmate PIN and the destination number.

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RFB # ITBOl163

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Reports can be generated for calls that are flagged or generated on an ad hoc basis.
Please refer to RFP Response to 4.7.5.1 and attachment 7 for a complete description of
the LazerPhone reporting capabilities.

3.6.3. MONrTOlUNG AND RECORDING REQUIREMENTS
3.6.3.1. Selective ListeninqlRecordinoJPlavback
All systems must be capable of permitting monitoring and recording of all calls
from any inmate telephone (other than properly placed attorney calls), with the
exception of ewc phones. The minimum requirement consists of all the
following:
•

•
•
•

•

Manual set-up of the monitoring connection on an as-needed basis. This must be
accomplished from a recording/monitoring system. generally located in the Security
Control at the site.
All equipment to perform the monitoring and recording from the location where the
connection is established.
Monitoring and recording must be able to be done on all telephone calls simUltaneously.
All Institutions must have this capability.
ewe Inmate phones must have the same capabilities as the Inmate phone system for
the Institutions. with the exception of monitoring and recording. These functions will not
be required at the CWC's.

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Describe your recording, monitoring, playback and control equipment in
detail, including both a needed materials list and functional descriptions.
What recording media would be utilized? What training would be
provided on the equipment installed to familiarize staff with its overall
operation, maintenance and playback capabilities?

WorldCom Response: WorldCom understands and complies.
WorldCom is proposing the most advanced tape-less integrated inmate telephone call
control system available today. The LazerPhone system developed and manufactured by
WorldCom's teaming partner, Global Tel*Link, provides some of most feature-rich
investigative tools with readily configurable systems combined with a Windows based
software which is easily navigated to provide quick and instantaneous retrieval of Call
Detail Records and Inmate Conversation Recordings. The system is fully scalable and is
readily expanded if additional phones are installed and/or traffic volumes increase and the
need to additional call recording storage media is required.
RECORDING

The LazerPhone system's integrated Call Recording function will provide the IOOC with
the capability to selectively record calls from any IOOC facility. The selective call
recording includes the ability to record both sides of a conversation on multiple telephone
calls simultaneously. Because WorldCom will also provide a WAN connection to each
of the sites, retrieval of any call made from any location can be achieved from any
workstation connected to the network regardless of the location. Call search can include,
at a minimum, inmate PIN, date/time of call, and dialed number. WorldCom has
proposed a call storage capacity of I year. Based on WorldCom's understanding of the
RFP requirements, the system has been sized to record all number of calls. All call with
the exception of attorney calls will be recorded.
The following paragraphs provide further detail on how each of these features functions.
LAzERPHONEINTEGRATED RECORDING

I

The LazerPhone system is the industry's most advanced, fully integrated call control, call
processing and recording platform. One of the key advantages of this fully integrated
solution is that it offers a single user interface. The LazerPhone system processes calls,
records calls, and stores all call detail, allowing IOOC staff to use just one administrative
workstation to search call detail records and listen to a selected conversation regardless of
where the call was made within the system. This eliminates the cumbersome processes
associated with ancillary call recording systems, which often involve locating the
conversation on the call-processing platform and then searching for the record.
Additionally, by reducing the number of hardware components, WorldCom has

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eliminated additional points of failure as well as the necessity to routinely
synchronization two or more separate systems. This enhances trouble resolution by
minimizing the number of hardware and software components to research in the event of
a service-impacting event.
The system footprint is two feet wide by two feet deep and four to six feet tall depending
on the number of trunk lines at the facility. This relatively small space of the LazerPhone
call control system requirement allows the precious correctional facility space to be used
for other needs.
SELECTIVE rNNATE RECORDING

As stated above, the LazerPhone system allows user-selectable call recording if desired.
Recording may be de-activated by inmate PIN or by specific telephone number for calls
placed to attorneys, other privileged communications or for the convenience of the State.
The LazerPhone recording feature can be activated or deactivated for individual PINs via
the recording/monitoring section of the change inmate screen as shown in Figure 3.6.3.1I. This simple point-and-click method of selective recording will save administrative
time and confusion.

FIGURE 3.6.3.1-1. RECORDING FEATURE.

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CALL STORAGE

Call recordings are stored on a RAID 5 Disk Array that consists of five separate hard
drives. This redundant design helps prevent data loss. A recorded call could continue to
be played back in its entirety even in the event one of the drives failed. Recorded calls
are stored in a non-volatile, power independent memory that ensures data integrity, even
under severe conditions. The LazerPhone hard drive system features expandable memory
capabilities and simple call archiving methods. The system features 100% real-time call
recording capability, and will be able to record all inmate calls placed from any inmate
phone located within any IDOC facility. WorldCom will size the system to hold three
months of recorded inmate calls on-line at each facility, and allow for the ability to select
and permanently lock specific recordings into memory and/or off-load them onto a CD
via the read/write CD-ROM drive incorporated within the user workstation. The RAID 5
storage system has a number of advantages over other storage mediums currently
available:
First, RAID 5 storage allows faster data transfer. This is important during peak periods
of phone use and investigative activity. Global Tel*Link's experience indicates that there
is a much higher rate of retrieval of recorded calls within the first ninety days after the
call is made. Therefore, having these calls on the faster media makes sense.
Second, RAID 5 storage provides superior redundancy. If one of the hard drives in the
array were to fail, no data would be lost. The drive would be replaced and the missing
data would self re-generate. This is the same method used in the data management
control centers with large information storage requirements.
Third, and this is one of the key benefits of WorldCom's solution, RAID 5 storage allows
for virtually instantaneous retrieval of conversations from the hard drive. Because
LazerPhone system is based on digital hard disk storage, as opposed to digital audiotapes,
search time is significantly reduced because the system does not have to fast forward
through tapes. Additionally, WorldCom's WAN architecture allows authorized users to
retrieve conversations from other IDOC facilities quickly and easily.
Locating selected conversations is facilitated by the call search screen shown in Figure
3.6.3.1-2. Authorized users enter in the specific date and time of the call, in addition to
any other valuable information, such as inmate PIN as shown in Figure 3.6.3.1-2, or the
destination number and LazerPhone will return all call records and audio conversations
matching the input criteria. Once the conversation is located, the user simply clicks on
the CD icon next to the record, and playback of the recorded conversation begins
immediately.

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FIGURE 3.6.3.1-2. CALL SEARCH SCREEN BY PIN

Based upon the data provided by this RFP, WorldCom has configured each LazerPhone
system to hold a minimum of90 days of voice recordings at each facility. It is important
to restate that LazerPhone uses a tapeless recording medium: RAIDS disk arrays. There
are no digital audiotapes to replace on a consistent basis to achieve the three months of
recording media. Additionally, LazerPhone uses a re-writeable disk array, as opposed to
other storage media, such as CD-ROM, which uses a write once disk. The benefit to the
IDOC is the flexibility of this system to automatically write over conversations after they
have been archived. With other storage media it is necessary to replace the digital
audiotapes or replace the CD-ROM write once disk to create additional recording space.
WorldCom's solution requires no intervention for continuous recording.
LazerPhone offers two methods for archiving critical conversations, as shown in Figure
3.6.3.1-3. First, authorized users may 'lock' a file to the hard drive by selecting the "L"
field of the record that needs to be locked or unlocked. A lock illustration appears for
each recording that is locked. When a call recording is locked, that recording cannot be
deleted until the recording is unlocked. In order to unlock a file, a user with the next
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highest security clearance must unlock the file eliminating the possibility of a single user
unlocking a file with critical evidence.

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CALL SEARCH SCREEN

The second method that can be used to permanently archive a conversation is to transfer
the conversation to a CD-ROM. Each administrative workstation includes a read/write
CD-ROM drive. The authorized user would simply click on the icon depicted above,
insert the CD in the CD-ROM drive, and a copy would be made to the CD-ROM. Global
Tel*Link understands the importance of maintaining a chain of evidence in call
recording. Global Tel*Link has developed a method for securing recordings against
challenges to the authenticity of the date. time and telephone number(s) involved. Global
Tel*Link encrypts this information for each call and then encloses the call in a ··Security
Envelope". Any alteration to the call or its encrypted information can be detected
immediately. The security of the envelope is checked each time the call is played back.
Global Tel*Link will provide expert testimony, free of charge. regarding the authenticity
of one of its recordings. Figure 3.6.3.1-4 depicts recorded voice file properties.

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FIGURE 3.6.3.1-4. RECORDED VOICE FILE PROPERTIES
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ENHANCED INVESTIGATIVE CAPABILrTIES

In addition to the call storage and searching capabilities described above, the LazerPhone
platform provides the investigative capabilities described below.
Comprehensive recording provides a tremendous wealth of information for current and
future investigations. This vast amount of information can be overwhelming without
specific tools to locate the critical piece of data.
The LazerPhone system was designed with the investigator in mind. The philosophy
behind the design is: How do we streamline the investigative process and make the
investigator more efficient? LazerPhone includes several tools to tilter out unwanted
conversations resulting in a more efficient use of investigator's time and efforts. These
tools include Key Word Search and Visual Playback. Remote Call Sending and Hot
Tools were discussed in full detail previously in this RFP.
Key Work Search and Visual Playback are described in detail below.
KEY WORD SEARCH

LazerPhone has the unique ability to search call records for user-designated key words,
such as drug lingo and escape conversations. This feature allows law enforcement
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personnel to quickly search all inmate conversations for any key words. This feature is
not only an invaluable investigative tool; it also assists in the prevention of drug
smuggling and distribution. inmate escape. and numerous other types of inmate fraud and
crime. Key Word Search allows the user to effectively reduce the total number of call
files that have to be monitored to locate pertinent conversations. It also has the capability
to take the researcher to the location in a conversation where the system thinks the word
occurred. This greatly reduces the amount of time required to retrieve valuable
information. It is important to note that key word search is not 100% effective; however,
as speech recognition technology improves, system upgrades will be uploaded to existing
systems at no additional cost to the State.
Using the keyword management screen shown in Figure 3.6.3.1-5, system administrators
can add, delete, and modify keywords. All additions, deletions and modifications take
effect immediately.

FIGURE 3.6.3.1-5. - KEYWORD MANAGEMENT.

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VISUAL PLAYBACK

The LazerPhone recording module allows for complete control of all playback functions
by system users via the workstation. The following LazerPlayer screen shown in Figure
3.6.3.1-6 allows users to play, stop, or pause the playback of recorded calls using the
buttons as indicated. Because LazerPhone uses digital recording mediums, forwarding or
reversing to the desired location within the conversation is virtually instantaneous
compared to taped-based systems, which require the tape to forward through meters and
meters of tape. The user simply moves the slide bar to the desired location, to fast
forward or to rewind portions of the recorded call.
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CAu MON.lTOR.lNG

In addition to allowing for Call Recording, LazerPhone allows for simple and user
friendly method for Call Monitoring. Each user workstation will be provided with Sound
Blaster SBS20 speakers. The speakers include stereo headphone jack, a single-touch
mute button, as well as separate bass, treble, and volume controls. Each set of speakers
will include the necessary AC adapter and speaker cables. The amplified speakers will
deliver quality, dependable sound to IOOC personnel when monitoring live calls in
process or playing back recorded calls.
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Figure 3.6.3.1-7 depicts the active and inactive channels at a selected facility. This
screen depicts the pholJe in use as evidenced by the colored icon (red is active while
yellow is inactive), the status of the call such as connected or in progress and the
destination number dialed. Merely selecting a channel will immediately connect the
authorized user to the conversation for silent audio monitoring.

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FIGURE 3.6.3.1-7. INMATE TELEPHONE MONITORING

The LazerPhone system will allow live monitoring of inmate calls in progress and will
retrieve archived information from remote locations via telephone. The LazerPhone
system can support bridging of third parties from remote locations. To ensure system
security, the LazerPhone system is controlled by a multi-option security profile for each
system user. This allows multiple users to access only those functions corresponding to
their security levels. A user log system is also provided to track system entries or
unauthorized access.
LazerPhone will allow IDOe personnel to monitor inmate calls by telephone number in
real time by specific PIN as entered by IDOC Site Administrators or IDoe personnel.
When an inmate dials an "alert PIN number" the system will notify IDOC personnel in
one of two methods. The first method is by the lODe personnel having entered up to 3

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notification numbers associated with this alert PIN number. The system will attempt to
contact each of the three notification numbers and, if answered, provide a one-way
conference into the call. The second method is by a visual alert at the workstation. An
officer at the workstation will then be able to point and click on the phone that is dialing
the alert PIN number. This will provide live monitoring of the call. LazerPhone allows
for live monitoring locally, within a single IDOC site, or remotely, from the IDOC
Headquarters to any IDOC site.
For the eight IDOC adult correctional facilities, WorldCom will provide two workstations
for the lODe personnel and one workstation for the WorldCom PIN administrator. Ifthe
IDOC requires additional workstations, WorldCom will work with the IDOC to provide
user access profiles and authorization for users.
Remote or dial up access is also available with this software for off-site access to the
Inmate Call Control system. If IDOC desires a remote dial access to the call control
system, WorldCom will provide a laptop computer to be used for the Department of
Corrections personnel. The laptop computer will be utilized exclusively for remote
access to the LazerPhone call control system. Only applicable LazerPhone software for
remote access will be loaded for this application.
Unauthorized software cannot be permitted to be uploaded to this PC due network
vulnerabilities and the possibility of infection from network virus that may be spread
from the public data and switched network.
All inmate payphone stations will include verbiage that with the notice that All inmate
calls may be monitored and/or recorded at any time" at the end of the dialing instructions
on each phone. Additional signage will be installed as required by IDOC.
II

The LazerPhone system's feature functionality disallows for comprehensive real time
monitoring and recording of any call terminating to legal counsel. WorldCom will
upload the published Idaho State Attorney Bar public phone listing into each facility call
control system database prior to shipment and installation. In addition, system users and
PIN administrators can enter additional legal counsel numbers as they are made aware of
such numbers in the inmate allowed call lists or the facility block listing via the
workstation on the inmate call control system.
In Figure 3.6.3.1-8, shown below, the user profile has been disallowed from monitoring
calls as the "Listen" button above is not highlighted indicating this user has not been
given the authority to monitor calls. If monitoring access had been granted to this user,
the "Listen" button would be highlighted in black.
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FIGURE 3.6.3.1-8. CALL MONITORING SCREEN.

WorldCom will provide training for various levels of Department staff, including fulltime system administrators, part-time system administrators, special investigators, and
data entry specialists. The training will include hands-on demonstrations of the
equipment and services offered under the contract. Each training session will address
basic and enhanced services, focusing on the unique requirements and needs of the
personnel attending training.
There may be instances where advanced training, beyond that provided in the initial
training program, will be required for IDOC administrative or investigative personnel to
accomplish certain objectives. Advanced training may include learning how to use
special system features or combinations of features and capabilities not included in the
basic training. WorldCom will provide this to Department personnel as required. The
training location will depend on a number of variables, including the number of personnel
to be trained and the individual needs of the trainees. Depending on these circumstances,
training could be provided at either an off-site location or a specific Department facility.
Overview of IDOe LazerPhone Training
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The LazerPhone training sessions will cover the following topics for the LazerPhone
platform:

Basic Features: phone settings, system settings, PIN administration, blocking
features, on/off phone settings, syst(.'ffi shutdown, and restoration procedures. This
portion of the training will ensure that the trainees have a fundamental
understanding of the operation of the system, including how to access and exit the
system, verify inmate accounts/PINs, verify telephone numbers on an inmate's
allowed call list, set calling parameters and restrictions, and identify problems. This
component also describes how the inmates will be instructed, via automated system
prompts and announcements, how to use the system to make calls.
Cal/ Detail Reporting Featllres: reports by frequently called number, hot number
alert lists, destination number, origination number, and three-way call attempt
reports. Selected personnel will receive training on how to generate customized
reports.

Recording and Monitoring: investigative information gathering from the

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I..azerPhone data and live monitoring features, including recording, playback, and
keyword search. 'Ibis portion of the training, along with the training on the system's
reporting features, will provide the clements required for a complete investigation.
'Ibis component will completely describe the systt'ffi'S investigative tools and
operations-use of the call recorder, call monitoring capability, establishing a "hot"
or "alarmed" telephone number database, visual system alarm, rt'ffiote call out
notification alarming and monitoring, and the interpretation of investigative reports.
Investigation coverage also will describe facility-based investigations as well as
central statewide investigations.
System Overview and Technical SIIpport: a complete description of the system,
including how the LazerPhone is configured across the IDOe network, which
operations take place at the correctional facility, which operations take place at the
central server, and the role of the WAN. A discussion of the technical support
procedures for the LazerPhone, including after-hours outage reporting, remote
upgrading, software manipulation, sen'ice, and maintenance. 'Ibis component also
will describe the problem reporting and resolution path, and access to the Help
Desk.

,

Online Help: a complete dt'ffionstration of the online help menu.
Training Objectives

After the initial training is complete, users will be able to understand the operation of the
system and/or perform the following functions:
•

Access WorldCom's dedicated customer center in Florida to report troubles, escalate
any concerns and request additional training assistance whether it be remote or on
site.
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•

Understand the security and fraud prevention features provided included with the
LazerPhone platform.
• Understand the operating procedures of the inmate monitoring equipment provided to
all institutions.
• Understand how to use the LazerPhone recording and monitoring equipment and
what the benefits are to the user, including the live monitoring of inmate calls,
playback of archived calls, and the transfer of calls to other media for playback at offsite locations.
• Understand how to create, delete, and modify inmate records including modifying
inmate restriction levels such as when the inmate may place telephone calls.
• Understand how to generate appropriate system reports.
• Understand how to maintain inmate call alert levels and respond accordingly when
these levels are exceeded.
• Understand how to initiate LazerPhone restrictions, including the shutting down of
individual inmate telephones, groups of inmate telephones, or an entire facility's
Inmate Telephone System.
• Understand how to establish time of day, day of week and time limits based on
selective criteria including the inmate PIN and inmate telephone.
• Understand how to use the online help function resident on each LazerPhone
workstation. Online help is available via Winhelp, which is simple for users of all
abilities.
Additional information and detail on LazerPhone system training is provided in RFP
requirement 3.5.3.

3.6.3.2. Remote Monitoring Locations
The Department would like to consider implementing the capability of
monitoring calls or reviewing previously recorded calls from locations other than
the Control Centers.
Describe these capabilities within your system, including both
materials list and functional descriptions.

a needed

WorldCom Response: WorldCom understands and complies.
All functions ofthe LazerPhone are fully programmable remotely via direct WAN access
on site and/or via remote dial up access. In addition, WorldCom will provide the IDOC
staff remote dial software via a laptop PC to the LazerPhone call control system upon
request at no charge to the lODe. The software can be configured to allow full or limited
access to the LazerPhone call control system based on password hierarchy.
At the eight IDOC adult correctional facilities, WorldCom will provide two workstations
for the IDOC personnel and one workstation for the WorldCom PIN administrator. If the

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IDOC requires additional workstations, WorldCom will work with the IOOC to provide
user access profiles and authorization for users.
Remote or dial up access is also available with this software for off-site access to the
Inmate Call Control system. If IDOe desires a remote dial access to the call control
system, WorldCom will provide a laptop computer to be used for the Department of
Corrections personnel. The laptop computer will be utilized exclusively for remote
access to the LazerPhone call control system. Only applicable LazerPhone software for
remote access will be loaded for this application.
Unauthorized software cannot be permitted to be uploaded to this PC due network
vulnerabilities and the possibility of infection from network virus that may be spread
from the public data and switched network.
USER PROFILE AND ACCESS LEVELS

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The LazerPhone system can be remotely accessed to perform administrative functions.
Access to any LazerPhone system will be limited to authorize State employees through
the use of authentication log-on screens and password protection. A user's level of
access is controlled by the user's password security level. LazerPhone requires two sets
of passwords. One set will be used to access the local system and the second set will be
used to access the remote system. Each password set will have specific security levels
controlling the user's access level. LazerPhone provides an extra layer of password
protection when a user remotely accesses call data. This will allow IDOe to control the
level of access within a facility and between facilities. For example, a system user at
facility A could be limited to that facility only, or could be allowed to access information
at facility 8 if allowed by Facility 8's system administrator. However, IDOC could
provide certain staff members with "Superuser" password status that permits
unencumbered access at all IDOC facilities. Remote access provides authorized users the
ability to perform the same functions offered by LazerPhone and generate all reports
remotely as if they were on-site.
Figure 3.6.3.2-1 displays how easy it is to configure a password and the access granted to
that password. A black check mark allows the user full viewing and editing rights. A
gray checkmark allows view only rights while no checkmark restricts the user from
viewing or editing the function.

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FIGURE 3.6.3.2-1. USER PROFILE

3.6.4. SYSTEM SECUIUTY
Passwords or security codes are required for the on-site terminals, and security
measures must also be implemented for all levels of the central call processing
equipment. The purpose of these security measures is to control unauthorized
access to the system, the telephones, the call details. and the databases.

Detail what measures exist at the institutional level and for the central
processing locations to assure security and denial of unauthorized
entry. How will any attempts into the system be detected? What will
happen when such an entry is detected?

WorldCom Response:

WorldCom understands and complies.
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Users that attempt to login in without a correct usemame and password will be denied
access to the LazerPhone network. All usemames and passwords are case sensitive. All
invalid attempts to gain access will be logged.
USER PROFILEAND ACCESS LEVELS

The LazerPhone system can be remotely accessed to perform administrative functions.
Access to any LazerPhone system will be limited to authorize State employees through
the use of authentication log-on screens and password protection. A user's level of
access is controlled by the user's password security level. LazerPhone requires two sets
of passwords. One set will be used to access the local system and the second set will be
used to access the remote system. Each password set will have specific security levels
controlling the user's access level. LazerPhone provides an extra layer of password
protection when a user remotely accesses call data. This will allow IDOC to control the
level of access within a facility and between facilities. For example, a system user at
facility A could be limited to that facility only, or could be allowed to access information
at facility B if allowed by Facility B's system administrator. However, IDOC could
provide certain staff members with "Superuser" password status that permits
unencumbered access at all IDOC facilities. Remote access provides authorized users the
ability to perform the same functions offered by LazerPhone and generate all reports
remotely as if they were on-site.

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FIGURE 3.6.4-1. USER PROFILE.

Figure 3.6.4-1 above displays how easy it is to configure a password and the access
granted to that password. A black check mark allows the user full viewing and editing
rights. A gray checkmark allows view only rights while no checkmark restricts the user
from viewing or editing the function.
A snapshot of all system users is also available to see when the user record was created
and when the user last logged into the LazerPhone system. A user profile can be easily
edited by clicking on the user name listed in the NAME column below.
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3.7. OPTIONS
3.7.1. PHONE CARDS
The proposal must present the department an option of Inmate phone cards for
institutions. This will be exclusive of the phone cards required for the CWCs.
Describe how phone cards work, to include price. calling rates and any
other information. Security is of great interest to the Department and
must be considered with this option. You may propose and justify
alternatives to this option. Include in your response details of this plan,
including past experience using phone cards in institutions/CWCs.

WorldCom Response:

WorldCom understands and complies.

WorldCom's proposed integrated inmate call system offers a pre-paid application. Please
note that this solution would require the use of Personal Identification Numbers (PINs)
by the inmate population. Upon contract award and execution, WorldCom will consult
with the State of Idaho and the Department of Corrections personnel on the methodology
pre-paid functionality and what the role of the IDOC will be and determine how inmate
account balance information is obtained ifpre-paid is desired. WorldCom submits
"Keep-In-Touch" WorldCom's Prepaid service option. The "Keep-In-Touch" Prepaid
service option is resident on the proposed LazerPhone platform and can be implemented
at any time during the term of the contract. Keep-In-Touch was designed with the
following key factors in mind:
15 Provide the Inmate with an alternative to the traditional collect call service.
16 Provide ability for Inmate to purchase at Point-of-Salc locations within a State
facility.
17 Provide same lcvel of Sccurity and Control as the Collect Call Service.
18 Providc prepaid benefit without the Card.

In the narrative below WorldCom has provided a detailed service overview of the service.
Information regarding rate, payment, and commission schedules would be is available if
the IDOC desires to implement this service. Upon contract award, WorldCom will work
with the IDOC to determine how best to implement this service option and/or customize
any specific features to ensure for maximum benefit to the IDOC, the inmates, and the
friends and family of the Inmates.

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SERVICE OVERVIEW:

"Keep-In-Touch" is effectively a Prepaid Card service without the Card. Inmates have
the ability to prepay for calls through the purchase of "Vouchers" and have the monies
posted to their personal PIN account through a cashing of the voucher process. The same
PIN number that is used to make collect calls is used for the "Keep-In-Touch" service.
This avoids confusion that can occur when using separate PIN numbers are used for prepaid and collect. Additionally, because the Vouchers are posted to an account, the inmate
can add funds to his/her prepaid PIN account at any time by simply purchasing additional
Vouchers.

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To facilitate the sale of the Vouchers, WorldCom will work with the IDOC to set up
Point-of-Sale locations within the facilities, such as within the canteen. WorldCom will
provide a maximum of one terminal and printer per facility. The terminal will be
connected directly to the LazerPhone platform via the WorldCom provided WAN. Upon
purchase of a voucher by an inmate, the sales clerk will log into the security profile and
LazerPhone system and retrieve a voucher in the requested pre-set denomination amount.
Vouchers can be available in denominations of$lO, $15, $20, $30, or at an amount
determined by the IDOC. The vouchers given to the inmates will be labeled "Keep-InTouch Prepaid Voucher". Each voucher will include the facility name, the voucher
number, the denomination amount, an expiration date (the expiration refers to cashing the
voucher only, not using the funds for calls), a control number (to be used by WorldCom
for tracking purposes) and Inmate cashing instructions.
Once in the inmate's possession, the voucher can then be taken to any inmate phone and
posted to his/her PIN account through the following cashing process. After choosing a
language, the inmate selects menu option 5 to cash the voucher. After pressing 5 at the
inmate phone keypad, the inmate enters his/her existing PIN and the voucher number
noted on the "Keep-In-Touch Prepaid Voucher". If the PIN is valid and the voucher has
not been previously used, the value of the voucher is transferred to the inmate's existing
PIN account. The voucher has now been "cashed" and the Keep-In-Touch Prepaid
Voucher form is now worthless, as its value has been transferred to the inmate's PIN
account. The inmate may hang up now and place pre-paid calls using only their PIN - the
voucher number is no longer needed.
Because the inmate's existing PIN is utilized, the exact same call control restrictions that
that apply to Inmate's PIN for placing collect calls will apply to the Keep-In-Touch
Prepaid calls. Restrictions such as allowed call lists, and time or use limitations will
apply. Positive acceptance of pre-paid calls can also be required. The called party will
be prompted with a scripting similar to the collect call prompting such as:

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"This is WorldCom you have received a Pre-paid call from "pre-recorded inmate name"
located at "facility name" a State of Idaho Department of Corrections facility. You will
not be charged for this call, to allow the call to be connected please press 5, to deny the
call dial 9 or simply hang up."
Any of the other features that the IDOC had chosen to implement such as overlay
messages, call limits, and announcement that the call will be recorded will apply to the
pre-paid calls.
11

VOUCHER COST, PAYMENTAND COMMrSSZON CALCULATrON:

As noted above, Vouchers can be sold in pre-determined amounts such as SIO, SIS, S20,
S30 or a dollar amount set by the IDOC. Following purchase of a Voucher the inmate
transfers the amount to his/her PIN account using the "cashing" process described above.
With regard to payment for sold Vouchers, WorldCom will, at the end of each billing
month, calculate the total amount of Vouchers sold by the IDOC. WorldCom will then
forward an invoice for payment by the State for this total amount. Although WorldCom
recommends that the IDOC thoroughly research this alternative, WorldCom can and will
work with the IDOC to customize and implement a pre-paid application should the State
of Idaho choose the take this approach. WorldCom has taken this customized design
approach because it is the best way to meet our customer's individual needs. WorldCom
is also currently researching, developing and testing several alternative pre-paid
applications and upon completion of any one of these applications, WorldCom will allow
the IDOC the option to implement the solution that best meets the needs of the State.
Many of WorldCom's State and County customers have expressed a desire to implement
Debit or Pre-Paid calling programs. In most every case the ultimate goal has been to
lower the cost ofthe calls charged to the inmate and the inmate's family. Because of the
administrative costs and processes that can be associated with these programs, rather than
providing the inmates with a low cost debt program and a higher cost collect program,
these same State and Counties have simply chosen to lower collect call costs through the
lowering of commissions. It has been WorldCom's experience that a comparison
between the two alternatives often shows that the end result is effectively the same. The
lower per call cost to the inmate and the inmate's family is achieved, and the State or
County still receives about the same commission revenue without the additional
administration cost and burden.

3.7.2. INMATE PHONEACCOUNTS
The proposal must present the department an option of Inmate phone
accounts.

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Include in your response details of this plan. including past experience
Inmate Phone Accounts in institutions/CWCs. You may propose and
justify alternatives to this option.

WorldCom Response:

WorldCom understands and complies.

WorldCom respectively submits its "Keep-in-Touch" solution proposed in RFP response
3.7.1.

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Section 4
Implementation and Ongoing Service Requirements
In this section, please respond as completely as possible to each numbered
point. Follow the instructions in RFP Section 1.1. Proposals will be scored on
how and how well your proposal fulfills these requirements compared to other
proposals, so a response of ·complies· or "agreed" or some such word phrase
will not be sufficient to obtain more than the minimum score.

Some specific questions are noted in italics below.
In addition, note that the State desires a complete and well-worked-out
implementation plan to review in evaluating proposals. Please add whatever
information reflects your project management process best·and provide a dear
sense of how the implementation will be accomplished. Be as specific as
possible.

WorldCom Response: WorldCom understands and complies.
WorldCom's proposed call control solution will take no longer than 90 business days to
install. Typical installations with this number of sites and lines normally require 30-45
business days to complete. Upon contract award and execution, WorldCom will consult
with the IODC to determine the exact cut over schedule.
WorldCom will make every effort to coordinate the installation with the incumbent
vendor to insure as little down time as possible.
All sites will be prepped and pre-configured prior to the actual conversion. The
conversion plan will include milestones and goals for completion.
IODC will have final approval of all timelines for installation

4.1

IMPLEMENTATION REQUIREMENTS

4.1..1.. rNSTALLA TrON PROJECTSCHEDULED REQUIREMENTS
The Department desires that installation be accomplished as soon as possible
after contract award to be completed by a mutually agreed upon date.
Determination will be made on a site-by-site implementation versus a systemwide implementation. Factors that will influence the installation schedule from
the State's side indude:
•
•
•

Expiration of the existing contract. This will continue on a month-to-month basis until
installation is complete.
If the entire system does not cut over at the same time, the installation at ISCI should be
given an early priority, followed by the other institutions roughly in order of their size.
Continuity of service must be maintained at all locations during the installation process,
and the plan must be designed to minimize disruption at any single site or network-wide.

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WorldCom's proposed call control solution will take no longer than 90 business days to
inst~11. Typical installations with this number of sites and lines normally require 30-45
busmess days to complete. Upon contract award and execution, WorldCom will consult
with the IOOC to determine the exact cut over schedule and make every effort to ensure
ISCI is installed as a first priority.
WorldCom will make every effort to coordinate the installation with the incumbent
vendor to insure as little down time as possible.
All sites will be prepped and pre-configured prior to the actual conversion. The
conversion plan will include milestones and goals for completion.
IOOC will have final approval of all timelines for installation

4.2. OTHER IMPLEMENTAUON REQUIREMENTS
4.2.1. COMPLETE rNSTALLATION
Complete installation is required, including all equipment, software, and
facilities, cabling training, database, support organization, etc. The contractor
will be responsible for building the initial database of inmate numbers and
programming all variable call parameters.

WorldCom Response: WorldCom understands and complies.
WorldCom will provide all materials and labor for complete installation of alllOOC
facility call control systems. WorldCom will provide an in-state PIN administrator that
will be responsible for building the initial inmate PIN database, the requested block
number facility database and the attorney database.

4.2.2. Srre CONDmONS
Contractors are responsible for adapting to all existing site conditions. The
Department will have final approval of all installation methods and materials.
Any damage to State premises or property must be repaired and restored to its
original condition at Contractor's expense.

WorldCom Response: WorldCom has read, understands and will comply with the
understanding that the State's approval of WorldCom's installation methods and
materials will not be unreasonably withheld.
4.2.3. COMPUANCE WITH LAwS; RULES AND REGULATIONS
Contractor, its employees and others acting under its direction or control and
independent contractors, shall at all times observe and comply with all
applicable rules and regulations of the Department that are generally

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applicable, now existing or hereafter adopted, respecting operations and
activities in and about property occupied by the Department.

WorldCom Response: WorldCom understands and complies.
All WorldCom personnel and its subcontractor personnel, will observe and comply with
present and future all State of Idaho and Department of Corrections policies and
procedures.
WorldCom and its teaming partners will provide IOOC with personal information for all
team members who will perform on-site activities at an IDOC location or facility.
WorldCom assumes and agrees that all persons may be required to obtain a security
clearance from IOOC prior to being allowed to enter any IOOC facility, and that IOOC
reserves the right to approve, disapprove, or suspend an individual's security clearance at
any time at the IOOe's sole discretion.

4.2.4. rMPLENENTA TION PLAN
Present a summary Implementation Plan for fUlly functional service that meets
all the reqUirements of this RFP. Identify tasks and milestones. list time
Describe project
intervals for each milestone, in days from award.
management approach method and status reports that will be provided to the
Department. A detailed Plan will be required from the selected Proposer before
award.

WorldCom Response: WorldCom understands and will comply.
WorldCom will consult with IOOC upon contract award and execution on all installation,
testing and complete implementation intervals. Installations for the IDOC and the
Community Correctional Center facilities should not exceed 90 business days. This
installation interval is directly dependent on what additional inside plant cable facilities
need to be installed and what firm delivery date is provided by the LEC for access
facilities. Installations for comparable DOC projects are typically completed within 3045 business days. WorldCom will make every effort to complete site installations as
soon as the LEC facilities required are delivered and tested successfully. If all
installations are not going to meet the 90 business day milestone date due to LEC facility
issues, WorldCom will provide supporting documentation as to what issues are pending
resolution delaying the network and system implementation.
WorldCom as the nations' premier inmate payphone and inmate services provider has
considerable experience in installing, implementing, and maintaining inmate payphones
and inmate calling systems including the solution to which it is purposing. WorldCom
currently has numerous contracts with county jails and state Department ofCorrections
Section 4, Page 3

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Agencies where it is providing and has successfully deployed the same platform solution
and features to which it is proposing.
WorldCom's installation timeline is based on its' vast experience installing inmate
payphones and inmate calling systems. WorldCom and its teaming partners, AllCorn and
Global Tel*Link are very familiar with the proposed inmate payphones as well as the
proposed platform for IDOC and will use this knowledge to plan a low-risk
implementation that will minimize disruption to existing services. Identifying and
securing the resources of leading corporations is only the first step in the successful
execution of the proposed inmate payphone program. These companies have come
together as an integrated team with defined roles and direction to ensure their resources
are used the most effectively and efficiently. As the prime contractor and integrator of
the project, WorldCom possesses the project control, scheduling, coordination and
escalation techniques that will drive this efficiency.
Once this contract is awarded and fully executed, WorldCom will submit to the State of
Idaho and the Idaho Department of Corrections, an actual implementation plan including
a milestone chart that will be developed in association with IOOC that will reflect the
state's requirements. WorldCom and its' teaming partners will meet with IDOC to
develop a detailed implementation plan within 10 days after notification ofcontract
award and execution. Within 5 to 7 days of award, WorldCom will convene the first of
several regularly scheduled implementation meetings with IDOC to review each facility
and the activities needed to be performed, and establ ish a schedule for the inmate phone
conversion. WorldCom's proposed implementation plan will then be submitted to IDOC
for review and approval and will identify the installation team members and include the
persons and organizations responsible for each phase of the installation.
WorldCom has prepared the sample and proposed implementation plan below that
includes completion time frames for each activity and a complete schedule of events in a
chart and narrative form. The schedule includes, but is not limited to: purchase and
receipt ofequipment, site preparation, site inspection, utility coordination, cable plant
installation as required, equipment installation, software installation, system testing,
training, cutover, and acceptance testing. WorldCom, upon successful contract award
and execution, will work with IDOC to develop and even more detailed implementation
including assignments of responsibility, start dates, estimated duration, milestones and
interdependencies. WorldCom estimates that the inmate payphone and system
installation, testing, certification and conversion for all of the IOOC facilities will take 90
business days or less.

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rNNATE PAYPHONE rMPLEMENTATION PLAN AND SCHEDULE
TABLE 4.2.4-1. INMATE PAVPHONE INSTALLATION AcrIVITIES

Duration

Day

Item

Description

1

Formal contract award and execution

1

1

2

1at implementation meeting held

1

3

3

Obtain any necessary security clearances and ID
badges for site survey and install staff

2

3

4

Schedule site surveys

3

2

5

Begin detailed site surveys

5

5

6

Inmate Payphone equipment orders placed for all
site locations

2

10

7

Establish a coordinated inmate payphone changeout and new line/circuit installation schedule with
existing IDOC service provider. lines/circuits.

20

10

8

Order and install necessary pubic payphone access
lines/circuits.

30

10

9

Begin pre-install activities for inmate payphone
equipment that may be necessary or possible

20

20

10

Develop and produce inmate payphone signage
instruction cards

10

30

11

WorldCom receive delivery of inmate payphones
and related installation and mounting hardware

2

35

12

2 nd implementation meeting held (if needed)

1

40

13

Begin installations - coordinated telephone changeout with existing service provider

20

40

14

Test and tum-up of inmate payphones - at same
time of coordinated telephone change-out

30

60

15

Install Telephone signage and instruction cardsperformed at same time inmate payphone is being
installed

30

60

16

Post cutover meeting

1

90

17

Installation and conversion complete

1

90

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The following numbered paragraphs provide a detailed description of the tasks listed in
Table 4.2.4-1
I.

2.

J.

4.

s.

6.

7.

8.

Formal contract award and execution: IOOC and WorldCom execute
contract for Inmate Payphones and related services.
First implementation meeting: The first of several meetings held
between IOOC, WorldCom's account and project management team, and
representatives from AllCorn. The purpose of the first meeting is to
establish an overall implementation plan, including a schedule for each
location having inmate payphones and any special requirements.
Obtain security clearances or 10 badges for site survey and
installation statT: WorldCom and its teaming partners will provide IOOC
with personal information for all team members who will perform on-site
activities at an IOOC location or facility. WorldCom assumes and agrees
that all persons may be required to obtain a security clearance from IOOC
prior to being allowed to enter any IOOC facility, and that IDOC reserves
the right to approve, disapprove, or suspend an individual's security
clearance at any time at the IDOC's sole discretion.
Schedule site surveys: WorldCom and its' teaming partners will work
with IOOC staff to schedule detailed site surveys ofeach of its' locations
where is has inmate payphones.
Begin detailed site surveys: The WorldCom implementation team along
with its' teaming partner AllCorn will perform detailed surveys of the
IOOC locations having or requiring inmate payphones. During the site
surveys WorldCom will meet with facility staff to verify the location(s) of
all existing pubic phones, review the up-coming change-out activities that
will be performed and asses any hardware and cabling activities that need
to be performed.
Equipment orders placed for the inmate payphones, related hardware
and enclosures for all the 100C locations: WorldCom will submit
formal orders to the inmate payphone equipment and hardware
manufacturers.
Establish a implementation and change-out plan and schedule with
the existing inmate payphone service provider: WorldCom will contact
and work with IDOC's existing inmate payphone service provider to
establish a coordinated plan and schedule to change-out the existing
inmate payphone equipment and access circuits with minimal, ifany
disruption of service or to IDOC staff.
Order and installation of the necessary inmate payphone access
circuits: WorldCom will issue the necessary internal and external
telephone access circuit orders to support the inmate payphones.
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9.

10.

11.

12.

13.
14.

15.

16.

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WorldCom's intention is to order new access circuits verses reusing the
existing provider's to minimize any service disruptions as well potential
confusion to users as to the service provider and long distance carrier.
Begin pre-install activities of the inmate payphones equipment:
WorldCom's installation and implementation team begin performing preinstallation cabling, payphone equipment hardware that be necessary or
possible in preparation of the actual existing equipment change-out
activities.
Develop and produce inmate payphone signage and instruction cards:
WorldCom will develop and produce signage and dialing instructions
cards for the inmate phones. These cards will identify WorldCom as the
service provider as well as the long distance carrier and will meet all of the
necessary UT PSC and FCC requirements.
WorldCom to receive delivery of inmate payphone equipment:
Payphone equipment and related installation and mounting hardware to be
delivered to WorldCom's maintenance contractor's location in preparation
of installation activities.
2nd implementation meeting: Second implementation meeting held
between IDDC staff, WorldCom's account and project management team,
and representatives from AllCorn. The purpose of the meeting is to
review and provide lDDC with a formal implementation status update,
identify and discuss any areas or items of concern that may require
additional attention or discussion and clarification.
Begin installation: Coordinated inmate payphone change-out and
installation activities begin and will be performed and completed on a
facility-by-facility basis.
Test and turn-up system(s): Testing and tum-up will occur at the same
time of the coordinated change-out of the physical inmate payphone
equipment. As each existing inmate payphone is changed-out the new
WorldCom phone will be connected to WorldCom's access circuit and
testes to ensure that each are working operating correctly.
Install telephone signage and instruction cards: During the physical
payphone change-out and installation process a telephone signage card
will be installed each phone identifying WorldCom as the service and long
distance provider.
Post cutover meeting: A post cutover meeting will held between IDDC,
WorldCom's account and project management team, and representatives
from AllCorn. The purpose of this meeting will be to review and discuss
the inmate payphone service and equipment change-out activities that
been completed. The meeting will also provided a forum to identify any
unresolved issues and establish a plan and time frame for resolution.
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Installation and conversion complete: All installation, testing and
cutover activities have been completed with IDOC's agreement and
acceptance.

WorldCom has a close working relationship with the proposed equipment manufacturers,
Global Tel"'Link~ ProTel~ and Phillips & Brooks/Gladwin, and will work with them to
ensure that the equipment is delivered and installed in a timely fashion. WorldCom will
assume the risk of loss and/or damages during shipment, unloading and installation for all
the proposed equipment to be provided by WorldCom. The WorldCom Team service and
installation technicians will be responsible for the removal of all packing crates, boxes,
paper, packing materials and all other extraneous materials at WorldCom's expense.
The proposed inmate call control systems and all other related hardware, software, inmate
telephones and wiring necessary will be installed in a manner and under a time frame
designed to minimize disruption of the normal functioning oflDOC and its staff
WorldCom, Global Tel*Link and AllCorn have dedicated corrections market specialists
who have extensive experience successfully installing and maintaining inmate call
control systems. Upon contract award, WorldCom, Global Tel"'Link and AllCorn will
each provide a dedicated implementation and installation team, which will oversee all
installation, testing, tum-up and conversion activities. Each member of WorldCom's
installation team will adhere to and follow all related IDOC policies and procedures.
They will also see that all activities are performed in such a manner that any disruptions
are minimal, and that installation and cut over time frames are met.
INNATE TELEPHONE SERVICES IMPLEMENTATION PLAN AND SCHEDULE

WorldCom is prepared to begin the installation and tum-up of the new proposed
LazerPhone system(s) within 90 days of formal contract execution and an IDOC
approved implementation plan and schedule. System-wide installation and conversion is
estimated to take 90 days or less, and includes site surveys, ordering of any additional
telephone facilities, installation and testing of call processing equipment, and conversion
to the new system. The following timelines provide a more detailed account ofthe steps
necessary to perform system wide and individual facility installation.

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TABLE 4.2.4-2. INMATE PHONE INSTAllATION - SYSTEM-WIDE ACTIVITIES

Day

Duration

Item

Description

1

Formal contract award and execution

1

1

2

1at implementation meeting held

1

3

3

Obtain security dearances for site survey and install
staff

2

3

4

Schedule site surveys

1

2

5

Perform detailed site survey of inmate facility(s)

1

4

6

Equipment orders placed for the IDOC inmate
facilities

2

6

7

Order and install access circuits for the IDOC inmate
locations/sites

40

5

8

Record facility name(s} and any facility specific
announcements

10

30

9

Develop and produce telephone signage instruction
cards

10

30

10

Begin pre-install activities for system equipment

5

40

11

Deliver equipment to inmate facility(s}

2

42

12

2nd implementation meeting held (if needed)

1

45

13

Begin installations

5

45

14

Test and tum-up system(s}

5

60

15

Install Telephone signage and instruction cards

5

60

16

Training of IDOC staff

1

70

17

Post cutover meeting

1

90

18

Installation and conversion complete

1

90

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The following numbered paragraphs provide a detailed description ofthe tasks listed in
Table 4.2.4-2.

(

I. Fonnal contract award and execution: IDOC and WorldCom execute contract for
system equipment and related services.
2. First implementation meeting: The first of several meetings held between IDOC
staff, WorldCom's account and project management team, and representatives from
AllCorn and Global Tel*Link. The purpose of the first meeting is to establish an
overall implementation plan, including a schedule for each site, and any special
requirements.
3. Obtain security clearances for site survey and installation statT: WorldCom and
its teaming partners will provide IDOC with personal infonnation for all team
members who will perfonn on-site activities at an IDOC facility. WorldCom
assumes and agrees that all persons must obtain a security clearance from IDOC prior
to being allowed to enter any IDOC facility, and that IDOC reserves the right to
approve, disapprove, or suspend an individual's security clearance at any time at the
IDOC's sole discretion.
4. Schedule site surveys: WorldCom and its' teaming partners will work with IDOC
staff to schedule detailed site surveys of each of its' inmate correctional facilities.
5. Begin detailed site surveys: The WorldCom implementation team along with its'
teaming partners will perfonn detailed surveys ofthe IDOC inmate facilities. During
the site surveys WorldCom will meet with facility staffto verify the location(s) of
where the inmate telephones and call processing equipment is to be located.
WorldCom will also verify and work with facility staff to insure that the locations
meet the various equipment environmental conditions, security requirements and
assess the system cabling activities that need to be performed.
6. Equipment orders placed for alilDOC inmate facilities: WorldCom will submit
fonnal orders to the equipment manufacturers (i.e. Global Tel*Link, Protei and PSG).
7. Order access circuits: WorldCom will issue the necessary internal and external
telephone access circuit orders to support the inmate phone system(s) and remote
system dial-up access and remote diagnostic lines. The typical lead time for orders
for digital access loops is 28 to 40 calendar days, and 5 to 12 days for individual
analog business lines it will use for back-up remote dial-in access.
8. Record facility names and any facility specific announcements: WorldCom will
work with IDOC staff to identify site name(s) that are to be used and any other site
specific recording announcements that are to be played to called parties. WorldCom
will then have these announcements professionally recorded and loaded into the site's
system(s) so that they are ready at the time of installation, testing and cut-over.
9. Develop and produce telephone signage instruction cards: WorldCom will have
telephone signage and dialing instruction "window" cards produced. Each inmate
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telephone installed will have a "window" card providing users with dialing
instructions.
10. Begin pre-install activities for system equipment: WorldCom's installation and
implementation team will perform pre-installation cabling and related activities to
ensure sites are ready for system equipment when it is delivered to the site.
II. Develop and produce telephone signage instruction cards: WorldCom will have
telephone signage and dialing instruction cards and literature produced and given to
each site upon system implementation that will be installed during system testing and
cutover.
12. Install and turn-up of the centralized data base server equipment: WorldCom
and Global Tel*Link will install and tum-up the Wide Area Network (WAN) servers
that will be located in Mobile, AL and Houston, TX. The WAN server is the
equipment that provides the capability of any of IODC authorized users the ability
view and extract inmate call records and recordings placed from any of the IODC
facilities inmate telephones.
13. Deliver equipment to inmate facilities: The inmate call control system(s),
associated hardware, software will be delivered to the inmate facilities.
14. 2nd implementation meeting: Second implementation meeting held between IDOC.
WorldCom's account and project management team, and representatives from Global
Tel*Link and AllCorn. The purpose of the meeting is to review and provide IDOC
with a formal implementation status update, identify and discuss any areas or items of
concern that may require additional attention or discussion and clarification.
15. Begin installation: Installation activities of the inmate call control systems,
associated hardware and software begins at the IDDC inmate facilities.
16. Test and turn-up system(s): After system(s) installation, WorldCom will thoroughly
test the system. Once they are successfully tested and the certification procedures are
complete, the system will be available for IDDC's acceptance and use. WorldCom
will hold an initial one-day user training class for IDDC staff. The class will meet for
one full day during which time IDDC staffwill receive hands-on training on the
system equipment's features and functionality. WorldCom will provide training and
system operations manuals to class participants.
17. Install telephone signage and instruction cards: At the time that system(s) are
being tested and certified for cutover telephone signage and instruction cards will be
installed.
18. Training of IDOe stafT: Immediately upon cutover to the new system WorldCom
along with the equipment manufacturer will hold a one-day training call for IDOC's
authorized staff that will be working with the proposed inmate calling system. The
training will be conducted in a classroom style environment and each participant will
be provided with training materials and a user's guide.
19. Post cutover meeting: A post cutover meeting will held between IDDC,
WorldCom's account and project management team, and representatives from Global
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Tel*Link and AllCorn. The purpose ofthis meeting will be to discuss additional
system equipment testing activities (if required) IODC's acceptance of the system.
The meeting will also provided a forum to identify any unresolved issues and
establish a plan and time frame for resolution.
20. Installation and conversion complete: All installation, testing, cutover, training of
IODC staff and system acceptance by IOOC are completed.
WorldCom has a close working relationship with the proposed equipment manufacturer,
Global Tel*Link, and will work with them to ensure that the equipment is delivered and
installed in a timely fashion. WorldCom will assume the risk ofloss and/or damages
during shipment, unloading and installation for all the proposed equipment to be provided
by WorldCom. The WorldCom Team will be responsible for the removal of all packing
crates, boxes, paper, packing materials and all other extraneous materials at WoridCom's
expense.
The proposed inmate call control systems and all other related hardware, software, inmate
telephones and wiring necessary will be installed in a manner and under a time frame
designed to minimize disruption ofthe normal functioning orIDDC and its staff.
WoridCom, Global Tel*Link and AIICom have dedicated corrections market specialists
who have extensive experience successfully installing and maintaining inmate call
control systems. Upon contract award and execution, WorldCom, Global Tel*Link and
AIICom will provide a dedicated implementation and installation team, that will oversee
all installation, testing, tum-up and conversion activities. Each member of WorldCom
installation team will adhere to and follow all related IDDC policies and procedures.
They will also see that all activities are performed in such a manner that any disruptions
are minimal, and that installation and cut over time frames are met.
4.2.5.rNPLEMENTATION PROJECTMANAGEMENT
Provide the name and a detailed resume of the implementation project
manager. Describe the project team and resources for the initial installation.
The Department will appoint a project coordinator to supervise the initial
implementation. A coordinator at each institution/center will also be named.
Contractor will coordinate all work through these designated contacts.

WorldCom Response: WoridCom has read and complies
Upon successful contract award WorldCom with work with IDoe personnel and under
mutual agreement will establish a Project Manager dedicated to the lDOC.

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Mr. Tracy Stewart will over see the project installation and implementation of the Inmate
Telephone System. Mr. Stewart has directed Operations for WorldCom's inmate services
in the Central and Midwestern United States since 1990. He currently supports many of
WorldCom's existing inmate services customer's including Colorado Department of
Corrections, Wyoming Department of Corrections, Minnesota Department of
Corrections, Missouri Department of Corrections, III inois Department of Corrections,
Arkansas Department of Corrections and Ohio Department of Corrections. The dedicated
Project Manager will report to Mr. Stewart. Mr. Stewart's resume can be found in
Attachment 9.
In addition, WorldCom has a dedicated correctional market staff in place that will support
the IDOC WorldCom project that will be accessible to IDOC staff by voice, pager,
facsimile, and electronic mail communication. A toll-free number to contact
WorldCom's NCC and Help Desk will be made available to IDOC following contract
award.
A complete description of the WorldCom Account team has been provided in RFP
Response to item 4.6.
I.

\

4.2.6. TES77NG AND ACCEPTANCE
Testing must be conducted and successfully passed at each institution and for
the complete system.
Tests shall be conducted over a period of 30 consecutive days. beginning at
the time the installation is completed. The Department shall review each set of
test results and issue a written notice of acceptance. or direct that the testing
period be extended.
Failure of any part of the test for a third time will be grounds for termination of
the contract.

Proposals must list and describe a set of technical and performance
tests that will constitute this requirement. All major standards, functions
and service reporting requirements must be included in their testing
requirements. Describe what will be measured, exactly how these
measurements will be made, and what documentation will be provided
to the State. The Department may add to or modify the list before
award.

WorldCom Response: WorldCom understands and complies.
WorldCom has prepared the sample proposed implementation plan in RFP Response
4.2.4 that includes completion time frames for each activity and a complete schedule of
events in a chart and narrative form. The schedule includes, but is not limited to:
purchase and receipt of equipment, site preparation, site inspection, utility coordination,
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cable plant installation as required, equipment installation, software installation, system
testing, training, cutover, and acceptance testing. WorldCom, upon successful contract
award and execution, will work with IOOC to develop and even more detailed
implementation including assignments ofresponsibility, start dates, estimated duration,
milestones and interdependencies. WorldCom estimates that the inmate payphone and
ITS installation, testing, certification and conversion for all ofthe IOOC facilities will
take 90 business days or less.
All sites will be tested for a period no less than 30 calendar days and will be required to
have written acceptance of the test completed by IOOC personnel. Final test schedules
and check lists will be submitted by WorldCom and approved by IDOC upon contract
award and executed.
Tables 4.2.6-1 through 4.2.6-5 provide the SAMPLE checklists that have been developed
and used to successfully guide the installation and testing activities to insure that the
systems are configured and operating properly prior to cutover. These check lists may be
modified to included additionallDOC requirements. All checklists will be forwarded to
IOOC personnel for written approval upon completion of system testing and verification.

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TABLE 4.2.6-1. FACIUTY PRE-INSTALLATION WORK

Checked .;'

Tests and Checks Performed

Tech's
Initials

Date

Check - LP Station Blocks Mounted.
Check - All inmate housings (stations) are in
place and operational.
Check - Create and/or verify Station 10 list with
Punch work using LP PIKA
Punch down document. (Be ready to punch the
stations in this order.)
Check - n's and or loeallines are in place and
operational. Smart jack(s) or cable(s) located
where LazerPhone cabinet will reside.
Check - Proper power outlets supplied (2 110VAC 20A dedicated circuits on generator
power, MANDATORY) - floor space adequate,
environmental requirements met.
Check - Network connection in place for
LazerPhone System cabinet from Network to
LazerPhone System. (CAT 5 UTP)
Check - Network connection in place for
lazerPhone Workstation from LazerPhone
System cabinet to workstation. (CAT 5 UTP)
Mount wall jack at WIS and terminate at jack. No
termination at LP system cabinet. leave 30'
cable at lP system cabinet.
Check -Analog backup line in place at
lazerPhone System cabinet. Analog line
terminated in surface mount wall jack. Une
tested and labeled.
Check - Manual cut off switches in place?
SIGNATURE BLOCK
Global Tel-Link FSE
GTL Project Mgr.
W Project Mgr.

X
X
X

Date
Date
Date

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TABLE 4.2.6-2. PHYsICAL SET-up CHECKLIST

Checked t/

Tests and Checks Perfonned

Tech's
Initials

Date
.,.

;

Check - UPS is fully charged and operational.
(plugged in)
Check - Cabling from LP Rack to station punch
blocks via 25' WIP cab/e(s)
Check - n's are connected to T1 cards in the
LP system rack. From smart jack to back of LP
Controller. All cables labeled and properly
secured.
Check - Set up LP workstation in predetermined
location. Connect all peripherals and all cables
labeled and properly secured.
Check - Connect network cable to workstation.
Use patch cord to connect W/S to jack.
Check - Controller - Connect network to
LazerPhone hub
Check - Analog backup lines has been tested
and hooked to LP controller. Perform dial-up test
(access number will be supplied) and verify
modem tone.
SIGNATURE BLOCK
Global Tel*Link FSE

X

Date

GTL Project Mgr.

X

Date

W Project Mgr.

X

Date

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TABLE 4.2.6-3. POWER UP CHECKUST

Checked -I'

Tests and Checks Performed

Tech's
Initials

Date

Test - LP System - Perform start~p test and
confirm all machines start up correctly.
Test -LP System - UPS test (utilize UPS test
switch and confirm system stays on)
Test - Start up workstation and confirm proper
startup and that network can be seen
Test -LP workstation - UPS test (utilize UPS
test switch and confirm system stays on)
SIGNATURE BLOCK
Global Tel-Link FSE

X

Date

GTL Project Mgr.

X

Date

W Project Mgr.

X

Date

TABLE 4.2.6-4. SOFTWARE CHECK & TESTS

Tests and Checks Performed

Checked .;'

Tech's
Initials

Date

Check - All computers for correct name and IP
address. CheckNerify correct IP and Subnet
Mask and Default Gateway.
Check - All computers - Network properly
installed and working
Check - All system clocks are updated properly.
Check - Mass Storage Computer - CheckNerify
the stripe set is intact and can be read from and
written to. Check network connection (can see
other PC's)
Check - ASR computer - CheckNerify ASR
settings are correct and module is operational.
Check network connection (can see other PC's).
Check - Controller - Verify the proper operation
of the software modules. (KERNEL,
CALLPROC, IV, SMDR Manager. Rasassis,
REGMOD. LPMig32-Migration. LPHouseHousekeeping. )
Check - Controller - Verify ISP information for
the following: GLOBAL (backup validation) and
test.
Check - Controller - Configure or Verify Inmate
Stations. Use LPMS
Check - Controller - Configure or Verify Trunk

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Tech's
Initials

Date

settings (T1)
Check - Controller - Housekeeping set to
contracted days.
Test - Workstation - Test lPMS, test ReadWriteable CD ROM device. tape deck, print test
page.
Check - Facility PIN swap over
Test - Make lest calls from station blocks and
inmate phones and map station IDs.
Check - Facility branding
SIGNATURE BLOCK
Global Tel*link FSE
GTL Project Mgr.
W Project Mgr.

X
X
X

Date
Date
Date

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TABLE 4.2.6-5. LAzERPHONE CUTOVER I ACCEPTANCE CHECKLIST - L2

Checked ,/

Tests and Checks Perfonned

Tech's
Initials

Date

Re-verify system functionality by performing a
few test calls.
Perform Station cross connect punch work verify stations are operational.
Test - Restart and confirm all modules start
Test - Make test call from each station, verify
voice prompts and dial test number - Check
facility branding
Test - LP Workstation - Use LPMS, lock a few
files and attempt to retrieve them.
Test - Call Search
Check - Calls for proper start/stop, origination.
destination. PIN numbers
Check - Verify each type of call (Local, IntraLATA, Inter-LATA, Inter State
Check - All ASR engine settings are current.
Check - Calls are being scanned by ASR. (Are
any showing up a color?)
Test - Perform live monitoring.
Test - Perform dial up live monitoring.
Test - Printing reports to printer.
SIGNATURE BLOCK
Global Tel·Link FSE

X

Date

GTL Project Mgr.

X

Date

W Project Mgr.

X

Date

4.2.7. rNl77AL

TRArNrNG

Contractor must provide initial training prior to cut over on the use of all
equipment and functions available to the Department. institutions, and inmates.
Up to five (5) employees from central office and five (5) from each institution
shall be provided complete system training, on-site at each location. This
training may, at the Department's request, include train-the-trainer training to
allow Department personnel the ability to train subsequent staff. Trainees must
receive a certificate on completion of this training. Copies of these certificates
will be sent to the appropriate facility head, to the Contract Office, and to the
Training Bureau at Central Office in Boise.
Training must include all inmate functions, system administration functions,
report generation and use, recording/monitoring, vendor support procedures,
and other SUbjects needed for a full and complete implementation. Appropriate
written materials for both training and ongoing reference are required.

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Inmate training must be presented to inmates immediately impacted by any
system change as well as for future inmates.

Proposals should detail the following:
•

Type(s) oftraining, contents oftraining sessions and materials:

•

Amount(s) of training: number of sessions. lengths of sessions,
maximum number ofpeople per session;

•

Certificates of training

•

User manuals

WorldCom understands the important role training will play in ensuring the success of
the IDOC's Program. This section presents WorldCom's recommended training offerings
for IDOC department personnel and as needed, the inmate population, including
specialized equipment and services training.
Written documentation and instructions will be provided to the IDOC to distribute to the
inmate population and will provide easily understood common questions and answers on
the call control system upon cutover to the new platform. In addition, the WorldCom
IDOC site administrators, WorldCom DOC NCC service reps and the WorldCom IDOC
account team will be readily available to answer any questions that may arise on any
aspect of the LazerPhone system for IDOC personnel and will be available to assist the
inmate population with dialing instructions and any other questions they may have. At a
minimum, training will be provided semi-annually to each IDOC facility. Certificates
will be provided to each IDOC attendee upon successful completion of the training
course. Certificate copies will be forwarded to the IDOC Central Office contact as
designated.
WorldCom will use proven methodologies to meet the training requirements of the
inmate call control program. The instructional strategy will incorporate classroom
sessions, performance aids and handouts, and training manuals. The purpose of the
training is to ensure that designated IOOC personnel can effectively operate the systems
and equipment delivered under WorldCom's technical solution. The training classes will
be designed to give trainees a complete and comprehensive understanding of the system's
features, including hands-on training with live equipment. Trainees will be given user
guides and other literature relevant to the system and the equipment that is installed.
WorldCom will provide all end-user training on-site at all facilities where LazerPhone is
installed. WorldCom proposes to complete initial Inmate Telephone System training
sessions on-site upon successful implementation of the system. This hands on training
will provide each trainee with a comprehensive understanding of the LazerPhone features
including, completing investigations, resolving inmate complaints and being able to
troubleshoot problems. In addition, if periodically scheduled software upgrades result in
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user functionality changes and operations, training will be provided as each site is
upgraded. All software upgrades will be approved and scheduled by IDOC personnel.
A. Training of IDOC Personnel

Mr. Tracy Stewart, the WorldCom Project Field Operations Manager, will manage
training under the Department's Inmate Phone Service Program. WorldCom project
management personnel will coordinate all training for IDOC personnel.
WorldCom will provide training for various levels of Department staff, including fulltime system administrators, part-time system administrators. special investigators. and
data entry specialists. The training will include hands-on demonstrations of the
equipment and services offered under the contract. Each training session will address
basic and enhanced services, focusing on the unique requirements and needs of the
personnel attending training.
Following system installation, WorldCom, Global Tel*Link and AllCorn staff will
provide on-site training using the LazerPhone equipment installed at each facility as the
training tools. The LazerPhone user's manual will supplement the on-site LazerPhone
equipment, including a live PC demonstration. Actual facility data captured by the
system will be used to enhance the training environment.
All trainers will be certified on the systems' latest software and hardware versions.
When the manufacturers revise the software, the trainers from the WorldCom Team will
receive refresher training themselves to ensure they have the most up-to-date information
on the system.
There may be instances where advanced training, beyond that provided in the initial
training program, will be required for IDOC administrative or investigative personnel to
accomplish certain objectives. Advanced training may include learning how to use
special system features or combinations of features and capabilities not included in the
basic training. WorldCom will provide this to Department personnel as required. The
training location will depend on a number of variables, including the number of personnel
to be trained and the individual needs of the trainees. Depending on these circumstances.
training could be provided at either an off-site location or a specific Department facility.
B. Overview Of IDOC Inmate Telephone System Training

The training sessions will cover the following topics for the LazerPhone platform:

Basic Features: phone settings, system settings, PIN administration, blocking
features, onl off phone settings, systcrn shutdown, and restoration procedures. This
portion of the training will ensure that the trainees have a fundamental
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understanding of the operation of the system, including how to access and exit the
system, verify inmate accounts/PINs, verify telephone numbers on an inmate's
allowed call list, set calling parameters and restrictions, and identify problems. 'Ibis
component also describes how the inmates will be instructed, via automated system
prompts and announcements, how to usc the system to make calls.

Call Detail Reporting Features: reports by frequently called number, hot number
alert lists, destination number, origination number, and three-way call att<..'tl1pt
reports. Selected personnel will receive training on how to generate customized
reports.
Recording and Monitoring: investigative information gathering from the
LazcrPhone data and live monitoring features, including recording, playback, and
keyword search. This portion of the training, along with the training on the system's
reporting features, will prO\'ide the clements required for a complete investigation.
This component will completely describe the system's investigative tools and
operations-use of the call recorder, call monitoring capability, establishing a "hot"
or "alarmed" telephone number database, visual system alarm, remote call out
notification alarming and monitoring, and the interpretation of investigative reports.
Investigation coverage also will describe facility-based im'estigations as well as
central statewide investigations.

System Overview and Technical Support: a complete description of the system,
including how the system is configured across the IDOC network, which operations
take place at the correctional facility, which operations take place at the central
server, and the role of the WAN. A discussion of the technical support procedures
for the LazerPhone, including after-hours outage reporting, remote upgrading,
software manipulation, service, and maintenance. This component also will d<..'Scribe
the problem reporting and resolution path, and access to the Help Desk.

Online Help: a complete d<"'1l1onstration of the online help menu.
C. Training Objectives

After the initial training is complete, users will be able to understand the operation of the
system and/or perform the following functions:
•

Access WorldCom's dedicated customer center in Florida to report troubles, escalate any
concerns and request additional training assistance whether it be remote or on site.
Understand the security and fraud prevention features provided included with the
LazcrPhone platform.

•

Understand the operating procedures of the inmate monitoring equipment provided to all
institutions.

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Understand how to use the LazerPhone recording and monitoring equipment and what the
benefits are to the user, including the live monitoring of inmate calls, playback of archived
calls, and the transfer of calls to other media for playback at off-site locations.
Understand how to create, delete, and modify inmate records including modifying inmate
restriction levels such as when the inmate may place telephone calls.
Understand how to generate appropriate system reports.
•

Understand how to maintain inmate call alert levels and respond accordingly when these
levels are exceeded.
Understand how to initiate system restrictions, including the shutting down of indi\'idual
inmate telephones, groups of inmate telephones, or an entire facility's system.
Understand how to establish time of day, day of week and time limits based on selective
criteria including the inmate PIN and inmate telephone.
Understand how to use the online help function resident on each LazerPhone workstation.
Online help is available via Winhclp, which is simple for users of all abilities.

•

D. Class Size

WorldCom recommends that the on-site initial training class not exceed more that 8
participants so that each participant receives ample system hands-on time. Should any
site have additional staff that require training, WorldCom will work with the IDOC to
schedule additional training sessions.
E. Training Materials

WorldCom requests that IDOC personnel treat all training materials as confidential and
proprietary, and only share or provide the information contained with authorized
individuals. Additionally, WorldCom requests that as staff changes occur during the
course of the contract that all training documentation materials, manuals and user guides
are passed along to the succeeding personnel who will be working with the Inmate
Telephone System. WorldCom will provide additional training documentation, manuals,
and user manuals for the term of the contract. Attachment 8 provides supplemental
information that WorldCom will make readily available to the IDOC, inmates, and/or
inmate families where applicable.

4.2.8.

ONGOING TRAINING
In addition to the required initial training at the time of implementation, which is
described in Section 4.2.7, ongoing training is a support group responsibility.
Ongoing training is required for institution staff and central office staff. All
training materials utilized by the Contractor must be supplied on an ongoing
basis, revised and reissued whenever changes in service or systems operation

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are made. This training must be provided semi-annually to each institution.
Trainees must be provided a certificate on completion of this training. Copies of
these certificates will be sent to the appropriate facility head and to the Contrad
Office at the IDOC Central Office in Boise.

Describe how these training requirements will be accomplished and the
method which will be utilized to notify the Department and individual
sites on changes impacting the service or operation.

WorldCom Response: WorldCom understands and complies.
If periodically scheduled software upgrades as well as possible development solely for
the IDOC, result in user functionality changes and operations, training will be provided
1-2 business days following each site upgrade. All software upgrades will be approved
and scheduled by IDOC personnel.
Refresher Training

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Refresher training is available to IDOC at any time, upon request. IDOC site
administrators located at the IDOC facilities will provide this refresher training. Each
site where system equipment is located will receive semi-annual follow-up training
sessions throughout year. The system refresher training curriculum will be the same as
the training that is delivered at the time of system installation. The refresher training
sessions can, however, be tailored for each audience to ensure the most appropriate topics
are covered. To request refresher training, WorldCom recommends that users contact the
toll free number of our Network Control Center in Florida. This reduces the number of
contact numbers needed to reach WorldCom for support. Once a request is received
WorldCom staff will contact the appropriate trainer for the region and schedule the
refresher training.
Certificates will be provided to each IDOC attendee upon successful completion of the
training course. Certificate copies will be forwarded to the IDOC Central Office contact
as designated.
Remote Training Support
The WorldCom staff located in the customer service center in Florida is highly
knowledgeable on the operation of LazerPhone this offers IDOC with an additional level
of support. WorldCom's partnership with Global Tel*Link provides yet another benefit
to IDOC. By exclusively supporting Global Tel*Link products, WorldCom staff is quite
knowledgeable on the features and functions of LazerPhone. As with refresher training,
IDOC should contact the Florida customer service center for support.

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4.2.9. A TTENOrNG MEETINGS
Upon the request of the Department, the Contractor shall provide phone related
consultant services, to include attendance when requested at meetings at no
additional cost to the Department.

WorldCom Response: WorldCom understands and complies.
WorldCom will provide consulting services to the State of Idaho and the Department of
Corrections upon request and attend meeting to discuss proposals and solutions as
mutually agreed for all issues related to the LazerPhone inmate phone system.

4.2.10.

INMATE PHONE MEETINGS
Inmate Phone Meetings will be held quarterly between the Proposer
Representative(s), the Departments Contract Office, Field and Community
Services representative. and the Division of Prisons representative. These
meetings will be held at the IDOC Central Office. The Departments Contract
Officer will provide a schedule of these meetings to the Contractor.
Proposals must indicate their full acceptance and understanding of this
responsibility.

(

WorldCom Response: WorldCom understands and complies.
Quarterly meetings will be held between WorldCom and IDOC personnel ensure that the
facility needs are being met and exceeded and to allow for discussion of any outstanding
issues and to provide a forum for updates of any software releases and new options
available on the proposed system.

4.3
4.4

CONTRACT ADMINISTRATION REQUIREMENTS
PRIME CONTRACTOR
As indicated earlier in this RFP, the Department intends to make a single award
to a prime contractor for this service. The prime contractor will have complete
responsibility for the performance of all aspects of this contract, including
portions provided by subcontractors.
Proposals must indicate their full acceptance and understanding of this
responsibility. No cost allowances will be made to compensate for
Proposers who fail to sufficiently plan for fully carrying out all objectives
and tasks under this contract.

WorldCom Response: WorldCom understands and will comply. All cost related to this
proposal will be the sole responsibility of WorldCom.

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DOC CONTRACT ADMINISTRATION

4.5.J. CONTRACTREsPoNSIIUUTY
Responsibilities for contract oversight will be by the IDOC, Division of
Institutional Services' Contract Office. Warden/CWC Managers of each
institution/CWC shall be responsible for the daily operation of the Inmate Phone
System and cooperation with the Contractor at their facility.

WorldCom Response: WorldCom has read and understands.

4.6.

SUPPORT REQUIREMENTS
The Contractor's responsibilities will be carried out through a support group
which can be a portion of an existing organizational unit that serves other
correctional customers, or a new organizational unit created for the State, or
both. The following desaibes briefly the basic functions this support group
must provide.
Proposals must describe in detail the establishment, location(sJ,
staffing, operation, supervision, and responsibilities of this support
function. Describe the organizational relationships within the support
group, between the prime contractor and all subcontractors/service
providers, and between the support group and other parts of the
Contractor's organization. Provide evidence that service standards and
quality, continuity and transparency, and adequacy of staffing and other
resources will be maintained over the life of the contract. Also address
the various specific responsibilities listed below.

WorldCom Response: WorldCom has read understands and will comply.
Upon successful contract award WorldCom with work with IDOC personnel and under
mutual agreement will establish a formal written policies for the IDOC project and note
all WorldCom Account Team members and subcontractor personnel and provide contact
information for each member. In addition, all problem/trouble reporting and resolution
process and procedures will also be communicated and supporting documentation will be
provided.
MANAGEMENTApPROACH

A critical program such as the inmate and public pay telephone for IDOC demands that
the successful bidder have a careful plan for managing all aspects of the resulting
contract. As the current inmate phone service provider for many of the nation's largest
DOC projects, WorldCom's has an existing and seasoned Account Team in place that is
solely dedicated to providing and managing its' Inmate Services line of business and who
serve as the single point of contact for IDOC.

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The key members ofthe WorldCom Account Team include the Sr. IDOC Account
Manager, Steve Vietbaus; Account Managers, Marty Recker and Keith Eismann; the
Field Operations and Senior Program Manager, Mr. Tracy Stewart. In addition upon
successful contract award WorldCom will name a IDOC Inmate Payphone program
technical support manager, and will secure at least two (2) full time personnel, a PIN
Administrator and a Service Technician who will be located at mutually agreed locations
within the State ofIdaho. The on-site personnel will be solely dedicated to supporting
IDOC and WorldCom's Inmate Calling Services program and related services.
Mr. Vietbaus, Mr. Eismann and Mr. Recker will be IDOC's contracts for all business
issues while Mr. Stewart and the to be named program technical support manger will be
IDOC's contacts for all technical, systems, day to day operations and trouble resolution
issues. Mr. Vietbaus and Mr. Eismann both have in excess of 15 years with WorldCom
and have been supporting the proposed solutions since its inception in 1989. Mr. Recker
has 5 years of experience with WorldCom and 15 years of telecommunications
experience.
Mr. Stewart has directed Operations for WorldCom's inmate services in the Central and
Midwestern United States since 1990. He currently supports many of WorldCom's
existing inmate services customer's including Colorado Department of Corrections,
Wyoming Department of Corrections, Minnesota Department of Corrections, Missouri
Department of Corrections, Illinois Department of Corrections, Arkansas Department of
Corrections and Ohio Department of Corrections.
This team will be accessible to IDOC staffby voice, pager, facsimile, and electronic mail
communication. A toll-free number to contact WorldCom's NCC and Help Desk will be
made available to IDOC following contract award.
The IDOC account team is a part of WorldCom's Digital Government Enterprises (DGE)
organization, under the direction ofMs. Nancy Collins, Director of(DOE). Its Law
Enforcement Division, under the direction of Senior Manager Steve Vietbaus, is
composed of telecommunications professionals who have implemented and supported
inmate telephone systems for WorldCom customers since 1989. The Law Enforcement
Division includes marketing and technical professionals who understand IDDC's mission
requirements and possess the required skills to support all aspects ofthe inmate telephone
services contract.
WorldCom will employ Global Tel*Link (GTL) and AllCorn Communications as
subcontractors for the IDOC contract. Both GTL and AllCorn have been selected

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because of their expertise in the field of department of corrections/inmate phone
installation and maintenance.
WorldCom has a long and successful history in working with these subcontractors,
providing the integrated LazerPhone inmate call control equipment for call processing.
The following paragraphs provide more detailed information about GTL and AllCorn.
GLOBAL TEL*LINK

Global Tel*Link (GTL) is a subsidiary of Schlumberger an $8.18 worldwide leader in
technology applications with corporate headquarters in New York and Paris. This firm
has extensive experience implementing integrated inmate telephone systems with the
same scope and complexity as the Idaho Department of Corrections Program.

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GTl has been actively involved in the development, manufacturing, marketing and
support of automated inmate telephone systems since 1989. Global Tel*Link was
specifically founded with the intent of providing inmate telephone services and, to date,
this remains its singular activity. The company currently provides telephone service to
more than 77,000 inmates; with more than 2.5 million call records a month processed
through the IT department. Over its 10 year operating history, GTl has been responsible
for the installation of over 5,300 lines of inmate telephone systems at 161 city, county,
and state correctional facilities.
The same experienced Global Tel*Link professionals who implemented those systems
will support WorldCom in implementing and managing the IOOC system. Global will
manufacture the lazerPhone call processing equipment and software; provide call
monitoring and recording equipment; assist in the implementation ofthe equipment;
provide training assistance; and offer on-going second level maintenance and engineering
support.
Global Tel*Link is located at:
Schlumberger/Global Tel*link
2609 Cameron Street
Mobile, Al 36607
Tel. 334-479-4500
ALLCOM COMMUNICATIONS

AllCorn will provide on-site installation, maintenance and PIN administration for The
Idaho Department ofCorrections inmate phone system along with maintaining the inmate
and coin phones. Since 1997 AllCorn's project management personal has provided
expert maintenance service to WorldCom in support of correctional contracts located
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throughout the United States. AllCorn has developed an excellent rapport with each
client and, possesses a thorough understanding of security policies and procedures.
AllCorn management personal has been involved in inmate telecommunications
contracts, including those for the State Department of Corrections in Missouri, Kentucky,
Florida, Illinois and Louisiana as well as various County corrections programs.
AllCorn's project management team and personnel have extensive experience in
installing telecommunications systems and products from virtually all products levels.
AllCorn is located at:
AllCorn, Inc.
2313 Markoe Ave.
Wentzville, MO 63385
636-987-2087
4.6.1. CUSTOMER SERVICE
Customer Service will be provided to designated Department and institution
staff upon request, including, but not limited, to the following:
•

•
•
•
•
•

Receiving and processing orders for adds, moves and changes: scheduling work,
updating records, updating systems to indude central processors. software, firmware and
other operational components.
Responding to trouble calls, requests for information. and other service issues.
Immediately tracing recent calls placed from specific telephones. in case of an
emergency.
Changes in databases, system parameters or call parameters.
Maintaining Allowed Call Lists
Providing points of contact and customer service for inquiries made by called parties
relating to operational issues and billing.

Describe how these requirements will be met.

WorldCom Response: WorldCom understands and will comply.
WorldCom's dedicated Idaho IDOC Program Manager along with WorldCom's Account
Team will serve as lODe's primary points of contact for all inquiries or issues
surrounding the inmate telephone system. This includes but is not limited to requests for
adds, moves changes, system updates, database changes, system or call parameter
changes and the scheduling work to be performed. In addition, WorldCom's in-state
IDOC Program manager will be responsible for managing and overseeing that all service
requests and trouble calls are responded to and resolved in a timely basis in accordance to
lODe's requirements along with day-to day service management.
WorldCom's Government Markets Organization also has a dedicated Customer Support,
Trouble Reporting, Resolution Management, Inmate Systems Monitoring and Customer
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and Called Party Service Center that is solely dedicated to supporting WorldCom's
Department of Corrections and Inmates Services customers ("DOC Service Center). The
DOC Service Center will serve as IDOC facility staff first level and primary point of
contact for all service requests and trouble reporting. WorldCom's DOC Service Center
is located in Lake Butler, Florida, and provides 24 hours a day, 7 days a week, 365 days a
year coverage. WorldCom's DOC Service Center Management and Field Operations
staff constantly monitor all trouble reports and service requests to insure that they are
being handled appropriately, in timely manor and that all major or emergency service
requests are handled immediately.
In addition WorldCom's DOC Service Center also has a Customer Service group that is
dedicated to providing assistance to the families and friends of inmates to whom are
receiving or desiring to receive calls. WorldCom, through its experience, knows how
important it is to have a dedicated group along with a direct toll-free number that the
families and friends of inmates can call to address billing concerns, receive rate
information, correctly answer or provide direction to inquiries, make call block or
unblock requests. This group of people is solely dedicated to providing customer service
for WorldCom's inmate services products. Thus, they are familiar with the various types
of concerns and issues that inmate families and friends may encounter with receiving or
not being able to receive calls and are able to offer immediate assistance or direction.
WorldCom's IDOC Account Team will develop and maintain a "Site Profile" information
packet that will be provided to each of the lDOC facilities and IDOC's Central Office
point-of-contact. This Site Profile packet will contain detailed instructions regarding
contact people for reporting service related troubles or submit database update requests.
It will also list the various members of WorldCom's IDOC Account Team, the escalation
points for contact and their contact information. Prior to completing the installation and
tum-up of the proposed inmate phone system solution at each site, WorldCom will
provide and review the "Site Profile" packet with the site's designated key or assigned
staff. In addition, WorldCom will provide the institution's Main or Central Control
Center with a Site Profile packet. That way, during non-business hours facility staff will
have access to a central reference document on how to contact WorldCom to report any
service related issues, initiate a service request, request an emergency call search and or
trace, along with WorldCom's IDOC Project Manager and Account Team points of
contact and escalation.
As changes occur during the term of the contract each IDOC facility as well as the IDOC
Telecommunications Manager will be provided with the updated Site Profile information.
During the term on the contract WorldCom will periodically review the Site Profile
information it has for each site with the Department's Telecommunication Manager as
part of its service review meetings and or on an as requested basis.
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4.6.2. CONSUL TING
Contractor will provide additional consulting services to the Department or
individual site regarding inmate telephone service, as requested.

WorldCom Response: WorldCom understands and complies.
WorldCom will provide consulting services to the State of Idaho and the Department of
Corrections upon request and attend meeting to discuss proposals and solutions as
mutually agreed for all issues related to the LazerPhone inmate phone system.

4.6.3. PROGRAMMLNG AND DATA ADMLNISTRATION
Initial and ongoing management of all databases created for the State will be
fully supported and maintained by the Proposer.

WorldCom Response: WorldCom understands and complies.
The IDOC Site administrator and the WorldCom Florida NCC will be available to assist
with the establishment and/or migration from the current systems to the WorldCom
solution. WorldCom will fully support and maintain these databases for the life of the
contract.
In the event a data exchange is unsuccessful from the incumbent database, WorldCom
technical support personnel and system administrator(s) will manually gather the
information for all inmates and input the data into the new system. If the incumbent
information is readily available, this process is anticipated to take 10 business days or
less. It is important to note that these steps are done in conjunction with the physical
installation of the equipment.

4.6.4. MIUNTENANCE,

REPIUR AND INSTALLATION

Full maintenance services are required in connection with all services and
equipment provided under this contract. Specific maintenance requirements
are provided in further detail in RFP Section 4.8.
Additions, changes and moves of premise equipment will be ordered in writing
by the Department. Work must be completed within 15 days. except for new
institutions, for which dates will be established on a case-by-case basis.
Removals will be completed within 10 days of order.

WorldCom Response: WoridCom understands and complies.

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WorldCom will obtain written approval for all additions, changes and moves of
LazerPhone premise equipment by the State of Idaho and the Department of Corrections.
Work will be completed within 15 days unless otherwise notified base on the request and
if Local Access Facilities (LEC) are required, except for new institutions, for which dates
will be established on a case-by-case basis.
All Removals requests of equipment will be completed within 10 days of order.
WorldCom will provide documentation upon installation of work completed as requested
by the IDOC.

4.7.

SUPPORT GROUP ORGANIZATION

4.7.1.. CONTRACTMANAGEMENT
The Proposer must assign a dedicated contract manager for the life of the
contract. Provide the name and a detailed resume of the dedicated contract
manager
Proposals should describe the management and supervision of the
Support Group provided to the State. Provide information about the
facilities, work locations and other resources that support this group.

WorldCom Response: WorldCom understands and complies.
Mr. Marty Recker will responsible for the contract management for the life of the term.
Mr. Recker will be over see the account team insure contract compliance while being
supported by Mr. Tracy Stewart who will be responsible for the day-to-day operation of
the IDOC project.
Mr. Stewart has directed Operations for WorldCom's inmate services in the Central and
Midwestern United States since 1990. He currently supports many of WorldCom's
existing inmate services customer's including Colorado Department of Corrections,
Wyoming Department ofCorrections, Minnesota Department of Corrections, Missouri
Department of Corrections, Illinois Department of Corrections, Arkansas Department of
Corrections and Ohio Department of Corrections.
Mr. Recker's resume can be found in Attachment 9.
In addition, WorldCom has a dedicated correctional market staff in place that will support
the IDOC WorldCom project that will be accessible to IDOC staff by voice, pager,
facsimile, and electronic mail communication. A toll-free number to contact
WorldCom's NCC and Help Desk will be made available to IDOC following contract
award.
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A complete description of the WorldCom Account team has been provided in RFP
Response to item 4.6.

4.7.2. CENTRAUZED STAFFING
The responsibilities must be fulfilled by a combination of centralized Contractor
staff and available on-site Contractor staff.
The centralized staff will provide on-line "Help Desk". 24 hours a day, 365 days
a year; consulting assistance; maintenance, repair and installation; reporting.
and overall management. Central staff will provide all database administration
and call parameter change functions for all locations. as requested.

Describe your organization's capability to meet this requirement.

WorldCom Response: WorldCom understands and complies.
WorldCom will provide IDOC and its' facility staff with a toll free telephone number that
is answered on a 7x24x365 basis to report troubles or submit service requests, coordinate
the database administration and call function changes, receive repair status updates and
make general inquiries. This number will provide IDOC with single point of contact to
report any service-related issues, inquire about a repair status and will be available for
any other inquiries. The toll free telephone number will point to WorldCom's Inmate and
Public NCC (Network Control Center) located in Gainesville, FL. The NCC's trouble
handling and technical staff are well versed in WorldCom inmate calling platform(s) as
well as the public payphone calling solution and have experience in handling all types of
inquiries and service requests. The NCC will have remote access and visibility to the onpremise LazerPhone system(s) that includes remote system diagnostic capabilities and
can make authorized changes for the IDOC as needed.
A complete description ofthe proposed WorldCom trouble reporting procedures is
included in RFP response(s) 4.8.1,48.3 and 4.8.4.

4.7.3. ON-SITE STAFFING AVAILABIUTY
The Proposer must have certified and trained staff available, within the state,
with the capability of being on any site within four (4) hours of placing a call for
assistance. Additionally, these individuals must have the equipment and
capability to remotely begin problem resolution, upon notification.

Describe proposed staff deployment upon the award of this contract.
Describe the technical and support capabilities of these individuals and
the procedure for contacting them. Also describe any escalation
procedure which will be in-place.

WorldCom Response: WorldCom understands and complies.

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WorldCom will provide IDDC and its' facility staff with a toll free telephone number that
is answered on a 7x24x365 basis to report troubles or submit service requests, receive
repair status updates and make general inquiries. This number will provide IDDC with
single point of contact to report any service-related issues, inquire about a repair status
and will be available for any other inquiries.
Upon WorldCom either being contacted by IDDC to report a service impacting issue
and/or requesting a service visit or WorldCom proactively identifying a service related or
service impacting issue, the WorldCom Florida NCC staffwill immediately open a
trouble ticket. Within a few minutes ofopening a trouble ticket, the NCC will attempt to
access the on-premise LazerPhone system and perform remote diagnostics. If the issue
cannot be resolved remotely and or on-site assistance is necessary a technician will be
contacted and will resolve the ticket at the IDDC site. Depending on the severity of the
trouble a technician will be on-site well within 4 hours required for an emergency/critical
issue. WorldCom's standard response time for a critical trouble is to either have it
repaired or resolved remotely within 2 hours and if on-site repair activity is necessary to
have a technician on site within 4 hours. For normal service calls, WorldCom's standard
response repair is to have it repaired or resolved within 8 business hours. Maintenance
technicians are and will available around-the-clock, 365 days a year.
\

"

,.-..:. :"

WorldCom, along with it's subcontracted maintenance vendor, AllCorn, will maintain
and warehouse and maintain and inventory of spare parts for each component of the
Inmate Phone System (IPS) at a central location in the State of Idaho available to the field
technician that will solely dedicated to the IDDC project. In addition, WorldCom's
equipment vendors and manufacturers, Global Tel*Link and paG will also warehouse
and maintain a complete inventory of available spare and replacement parts and
components. If a necessary repair component cannot be obtained from WorldCom's or
AllCorn's Idaho in-state inventory, WorldCom will locate the necessary component
through its' inventory maintained in other states or manufacturer resources and have it
shipped either priority overnight or via commercial airline carrier "next flight out".
Additionally, frequently replaced components, such as telephone handsets, dial pads,
hook switches, station boards, 48-volt power supplies, etc. may be if warehoused at the
Correctional Facility if allowed or other mutually agreed upon location for immediate
access by the on site vendor.
The WorldCom Account Team will be guided by management practices that have been
successfully applied to other WorldCom contracts across the US. The IDDC Account
Team will benefit from a high level of corporate visibility with clear lines of authority.

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The table below provides contact information for WorldCom's service and management
personnel and escalation procedures for IDOC staff to escalate issues, including
inadequate response to service calls, frequent repetition of the same service problem, and
inadequate repairs or resolution activities performed. In an effort to fully team with
IDOC and provide a winning Inmate Calling Services solution, WorldCom invites the
Department to contact any member of the WorldCom service and management team
identified in the following table if at any time it wishes to express a concern or discuss an
issue. The identified escalation time intervals are the internal intervals WorldCom will
employ to rapidly escalate tickets up through management levels.
TABLE 4.7.3-1 ESCALATION INTERVALS

tOlJ Free (Pager):
1-800-724-3624

John Croft. Gainesville. FL
NCC Center Manager

877-372-1014

PIN 1798403

4-8 bysiness
hours

Immediate

TBD

TBD

8 business
hours

Immediate

8007998914
x33549

1-800-724-3624

12 business
hours

4 hours

• To be determined upon
successful contract award

lDoe Inmate & Coin
Payphone Program Manager
Tracy Stewart, 51. Louis, MO
Central Region Field
Operations & Sr. Program
Manager
Marty Recker. 51. Louis, MO
Account Manager

PIN 1568842

8007998914
x33460

800-624-2929
PIN 2161866

16 business
hours

4 hours

770-625-6991

800-203-8365

16 business
hours

8 hours

8007998914
x3457

800-408-5836

24 business
hours

8 hours

8007998914
x3454

800-455-4915

32 business
hours

12 hours

Gary Cato, Atlanta, GA
Vender Management and
Applications Development
Manager
Steve Viefhaus, St. louis, MO
National Inmate Services
Senior Manager
Bill DeBord, SI. louis. MO
Director
Government Markets

4.7.4. RESOLUTION OF COMPLArNTS
Provide a specific plan for resolution of complaints, troubles, etc. that are not
handled in normal intervals. Identify by name, position title and telephone
number every level above the Support Group director. Indicate specifically what
will trigger the involvement of the next level.

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The WorldCom Account Team will be guided by management practices that have been
successfully applied to other WorldCom contracts across the US. The IODC Account
Team will benefit from a high level of corporate visibility with clear lines of authority.
The table below provides contact information for WorldCom's service and management
personnel and escalation procedures for IODC staff to escalate issues, including
inadequate response to service calls, frequent repetition of the same service problem, and
inadequate repairs or resolution activities performed. In an effort to fully team with
IODC and provide a winning Inmate Calling Services solution, WorldCom invites the
Department to contact any member of the WorldCom service and management team
identified in the following table if at any time it wishes to express a concern or discuss an
issue. The identified escalation time intervals are the internal intervals WorldCom will
employ to rapidly escalate tickets up through management levels.
TABLE4.7.4-1 ESCALATION INTERVALS

John Croft, Gainesville. FL
NCC Center Manager

1-800-724-3624
877-372-1014

PIN 1798403

4-8 business
hours

Immediate

TBD

TBD

8 business
hours

Immediate

8007998914
x33549

1-800-724-3624

12 business
hours

4 hours

PIN 2161866

16 business
hours

4 hours

770-62~991

800-203-8365

16 business
hours

8 hours

8007998914
x3457

800-408-5836

24 business
hours

8 hours

8007998914
x3454

800-455-4915

32 business
hours

12 hours

• To be determined upon
successful contract award
IDOC Inmate & Coin
Payphone Program Manager
Tracy Stewart, St. Louis, MO
Central Region Field
Operations & Sr. Program
Manager
Marty Recker, St. Louis, MO
Account Manager

8007998914
x33460

PIN 1568842
800-624-2929

Gary Cato, Atlanta, GA
Vender Management and
Applications Development
Manager
Steve Viefhaus, S1. Louis, MO
National Inmate Services
Senior Manager
Bill DeBord. S1. Louis, MO
Director
Government Markets

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4.7.5. DETAILED REPORTING REQUIREMENTS
Proposals must describe all reports listed below, with the expectation that
Department personnel will be trained to produce reports in addition to being
provided by the Contractor. Underlying data must be maintained for the life of
the contract.

WorldCom Response: WorldCom understands and complies.
All Call Detail will be available via the proposed LazerPhone system on-line via the
workstation terminal for the life of the contract. Training will be provided for lODe
personnel to create reports including the available standard reports along with ad hoc
reports.
A complete description of LazerPhone's reporting capabilities is described below.

4.7.5.1. Usage Reports
The following reports will be available;
I,

•
•
•

•

•

Call detail reports and regular reports of all calls placed from inmate telephones.
Describe standard reports that can be obtained, how they can be obtained, and how
often they can be produced. Provide examples of standard reports that are available.
Ad hoc reports are needed of calls made, with sorts by calling number, called number,
inmate, date, time, call duration, etc. Describe what data elements can be used to sort,
levels of sorting, how such reports are obtained, response time for obtaining them, and
provide typical reports.
On-line queries of call records are required. The system must be able to sort call records
by called number and determined on a real-time basis, the inmate who made the call and
the telephone from which it was made. The system must also be able to sort call records
by caller or by telephone and determine on a real-time basis the numbers called and
other call details.
Retrieval of individual call detail records or series of call record is required over a userdefined period of time based on called number in order to obtain an immediate trace on
harassment calls.

LazerPhone Reporting Capabilities
The LazerPhone System provides powerful, detailed, accurate reporting capabilities - all
in real time. Queries to the LazerPhone System via the call search screen create
powerful, informative reports using the facility's call detail information. These queries
can be submitted using both general and specific call detail information using the wide
variety of"filter" parameters available and can be performed anytime without any limit
on the number of sequential queries. Reports can show call detail information as well as
statistical information stored on the facility's LazerPhone System. The call search screen
offers various standard system reports that can be generated for specific periods of time
with or without an assortment additional parameters such the telephone, originating
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inmate telephone, inmate PIN number and other filters. The following is a sample of the
results of a query performed using the system's "call search" appl ication requesting a
standard call detail report. The parameters selected for this report was a single day (date)
and all call attempts made between 12:00 midnight and II :59:59 p.m. None of the
additional optional parameters or "filters" available were chosen in this example.

\'"

FIGURE 4.7.5.1-1. SAMPLE CALL DETAIL SCREEN

The fields illustrated on the above CALL SEARCH SCREEN query are in the CALL DETAIL
REPORT format and are defined as follows:

Field
Rec#
R
N

L
K

Station

Definition
The unique number identifying each record
A recorded conversation is attached to this record
A RICH Notes record is attached to this record
This record is locked and will not be deleted until unlocked
This record contains Key Word(s) as previously defined by a system
user
Telephone number of the inmate telephone where the call originated
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Definition
Indicates the location ofthe inmate telephone station within the facility
Facility
(such as pod #)
Telephone number of the called party
Dest.
The inmate PIN entered at the start of the call
PIN
Dateffime The date and time the call began
The total length of the inmate call
Length
The total amount billed to the called party
Cost
Start Code Defines the action that occurred to initiate call
End Code Defines the action that terminated the call
Field

Each query performed via the CALL SEARCH SCREEN can be sorted by any of the abovelisted fields. To sort the search screen by a specific field, the system user simply clicks
the column header of the chosen field. [fthe column header is red, the report is sorted in
ascending order. [fthe column header is blue, the report is sorted in descending order.
The LazerPhone system provides a variety of reporting options in a user-friendly
Windows environment. Facility administrators will be able to run all LazerPhone reports
on-site. Standard reports available using this screen are:
•
•
•
•
•
•
•
•
•
•
•

Call Detail Report
Trunk Activity Report
Frequency Report (by Origination Number)
Frequency Report (by Destination Number)
Frequency Report (by Trunk [D)
Frequency Report (by PIN, if applicable)
Call Traffic Analysis
Last 100 Calls Report
Audit Log Report
Debit Mode Reconciliation Report (if applicable)
Ad Hoc Reports

The audit log report is available as a standard report at the call search screen.

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FIGURE 4.7.5.1-2. AUDIT LOG REpORT SCREEN

The results ofthe AUDIT LOG REPORT will provide results as follows:
• Number of login records found in the search.
• The date and time when the user logged in or logged off.
• The name of the user.
• The descriptive action that was accomplished during each attempt in gaining access to
the LazerPhone system.
System administrators can generate LazerPhone reports at routine intervals according to
individual facility needs such as daily, weekly. monthly, quarterly, yearly. etc. Via the
LazerPhone report call search screen, system administrators at each facility will have the
capability of viewing. printing or saving reports. In addition to the standard printed
report format, the following reports may be viewed in chart form:
• Frequency Report (by Origination Number)
• Frequency Report (by Destination Number)
• Frequency Report (by Trunk ID)
• Frequency Report (by PIN)
• Call Traffic Analysis
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If printed as a chart, the report may be appear in the following formats: line. bar,
horizontal bar, area, or point. The call search screen - call traffic analysis shown below
can also be illustrated in chart form as shown in the chart window screen inset. The chart
can also be viewed as a line chart, horizontal bar, area chart or point chart.

d

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7131Jl101
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FIGURE4.5.7.1-3.

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r-:rrO rrwwllat.,

CALL TRAFFIC ANALYSIS

A custom report wizard is also available via the LazerPhone call search screen.
By depressing the custom report wizard button, system users can create specialized
reports using only the necessary parameters. As illustrated below, system users have a
variety of options when creating a specialized report. For example, users can select
tables of information as well as specific fields and tilters. In addition, users can specify
specific tilters to be used in the report and users can choose the sorting method (such as
ascending or descending) of the report.

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FIGURE 4.5.7.1-4CUSTOM REpORT

All custom reports can be saved and added to the report drop down menu available at the
LazerPhone call search screen toolbar. Once saved, these reports can be run at any time.
These reports can also be edited or removed (deleted) as necessary.
Call Search Example showing "Locked" Call Recordings

The LazerPhone recording module allows users to lock individual call recordings from
the call detail report screen. System users simply click the "L" field of the record that
needs to be locked or unlocked. A lock illustration appears for each recording that is
locked. When a call recording is locked, that recording cannot be deleted until the
recording is unlocked.

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FIGURE 4.5.7.1-5.

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CALL SEARCH SCREEN

4.7.5.2. Performance Reports
Reports on system and contractor performance will be required on a monthly
basis, initially, and then as agreed upon. These reports must include the
following at a minimum: overall system operation by location and system-wide.
maintenance and trouble events and resolutions, equipment in service,
consumer complaints. unauthorized calls or call attempts detected and
database activity. These reports should be submitted to the Department's
Contract Office.

WorldCom Response: WorldCom understands and will comply.
WorldCom will provide systems and contractor performance reports. and will submit
them on a monthly basis to IDOC's Department Contract Office or as mutually agreed
upon for the term of the contract. WorldCom will work with looe to come up with a
mutually agreeable report format and content including but not limited to the overall
systems operation by location and on a state-wide basis, all maintenance and trouble
events and their resolutions, equipment in service, customer complaints, unauthorized
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calls or call attempts and database activity. WorldCom's IDOC Account Team will
report those consumer complaints or subscriber claims of unauthorized calls of which the
Account Team is aware. Many times consumers and telephone service subscribers will
contact one of WorldCom's Consumer Customer Service Centers and resolve or attempt
to resolve their complaint. In these instances WorldCom's IDOC Account team may be
unaware the occurrence and would be unable to report them unless the issue were
escalated to the IDOC Account Team.

4.8. MAINTENANCE REQUIREMENTS
4.8.J. COMPLETE MArNTENANCE
As stated earlier, Proposers must provide complete maintenance for all parts of
the system provided to the State, including but not limited to labor, parts.
materials, software, repair or replacement of equipment. and transportation, for
the life of the contract. In addition:
•
•

•
•

Maintenance must be provided at no cost to the State at any time, including charges from
Local Exchange Carriers for facility isolation services.
Maintenance must include any wiring owned by the State, and replacement as needed of
any equipment or wiring now owned by the State. This includes all equipment acquired
by the State at the termination of the existing contract. Specifically, an existing
monitoring/playback unit must be maintained at each location for use with historic tapes,
unless an agreed upon altemative for using historical call information is accepted by the
Department (Le.: converting historical tapes to current technology media maintaining the
full integrity of these records).
Sufficient staffing must be maintained to respond to multiple events and sites
simultaneously.
A regUlarly scheduled preventative maintenance program must be established for each
location. This work must be performed to assure the Department of the proper operation
of the entire system.
Indicate understanding and acceptance of this requirement. Give
details on quantities and locations of maintenance personnel available
to service the equipment provided under this contract. Also include a Jist
of the performance standards the Contractor is offering in conjunction
with the proposal.

WorldCom Response: WorldCom understands and will comply.
WorldCom will provide complete maintenance to the IDOC.
Maintenance

WorldCom is proposing a "tum-key" maintenance solution of the LazerPhone inmate
telephone system and inmate telephones where by is assumes responsibility for the
complete maintenance of all parts, labor, materials, software, repair/replacement
equipment and transportation for the life of the contract. WorldCom will utilize a single
subcontract vendor, AlICom Telecommunications, Inc., who will be responsible for
performing all on-site equipment and system maintenance. Under WoridCom's
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agreement with AllCorn. AllCorn will maintain the inmate telephones, station cabling,
inmate communications access lines, as well as the LazerPhone call control, recording
and monitoring systems equipment at each IDOC institution. By using a single on-site
maintenance vendor, WorldCom eliminates any possible confusion and finger pointing
that can occur with multiple vendor maintenance solutions. The maintenance provided
and prefonned by WorldCom and AllCorn will include the replacement and repair of any
telephone or data communications wiring owned by IDOC and used to support the inmate
telephones or telephone systems equipment. AllCorn will establish and maintain an instate maintenance technician along with an inmate PIN Administrator who can and will
service as an additional maintenance resource as needed. The AllCorn in-state personnel
and maintenance location(s) will be located in such a manner that IDOe's maintenance
and repair response time requirements are adhered to. To augment the in-state Idaho
resources available AllCorn currently has approximately 20 field service and installation
technicians located throughout the United States that are dedicated to supporting
WorldCom's various other DOC inmate services contract and who are familiar and
certified on the proposed LazerPhone platfonn solution. These additional resources
could be deployed to support any maintenance or installation activities at the IDOC sites
if necessary. AllCorn Inc. headquarters is located in Wentzville, Missouri and is full
service interconnecting company providing installation and maintenance services for
telecommunications and Internet service providers throughout the United States.
Global Tel*Link and WorldCom also have maintenance facilities and staff throughout the
United States that could be made available for assistance and dispatch to any of the IDOC
sites, should the need ever arise.
Sparing

WoridCom and AIlCom will warehouse and maintain spare parts for each component of
the LazerPhone platfonn and inmate telephones at a central location in Idaho.
WorldCom's equipment vendors, Global Tel*Link and PSG, will also warehouse and
maintain a complete inventory of available spare and replacement parts and components
and if necessary will have it shipped via priority overnight to the nearest maintenance
location or IDOC facility. In addition if a necessary repair component for some reason
can not be obtained from WorldCom's, Global Tel*Link or PBG inventory, WorldCom
will make all reasonable attempts to locate the necessary component through other
potential resources and have it shipped via priority overnight to the nearest maintenance
location or IDOC facility.
Frequently replaced components, such as telephone handsets, dial pads, hook switches,
48-volt power supplies, etc., will be warehoused both AllCorn in-state Idaho maintenance
locations. Both of AllCorn's in-state service personnel will also carry an on-hand supply
of commonly used components in their maintenance vehicles.
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Preventative Maintenance
LazerPhone contains numerous automated preventative maintenance software
applications. These applications are regularly run as part of Global Tel*Link's nightly
"after hours" activities, thereby eliminating most on-site systems and software
preventative. WorldCom will establish a regular preventative program for each IDOC
location. Upon installation, tests will be perfonned to insure that the entire system is
operating properly, including testing of the UPS equipment.
Attachment 2 contains a sample version ofthe Preventative Maintenance checklist that
WorldCom along with its maintenance vendors and the LazerPhone equipment
manufacture, Global Tel*Link, has created and be using as a tool for lODe.

Performance Standards and Objectives
The LazerPhone platfonn is designed to operate 7x24x365. Of course, IDOC will have
complete control over the times and dates when phones are operational. WorldCom and
LazerPhone have calculated an average up time of our platfonns of99%. This
calculation is determined by measuring the total time phones are unavailable for use, not
includingforce majeure events, divided by the total time the phones are available for use.
1

Trouble Reporting, Maintenance and Account Team staff availability: 24
hours per day, 365 days per year

2

Average Speed of Answer for calls placed to Trouble Report Center by
staff: 30 seconds

3

Customer status updates & contact: once ever 2 hours, once an hour for
second stage escalations or an IDOC deemed emergency issue.

4

Levell Trouble Verification & Remote Diagnostics Perfonned: within 1
hour of receiving a call, proactive trouble identification for a "major"
trouble or emergency and within 2 hours for a "minor" troubles

5

Dispatch and on-site arrival of maintenance technician: within 4 hours
of notification of a "major" or emergency trouble and within 8 hours of
a "minor" trouble.

6

Trouble Resolution: satisfactory completion of repairs required within
twenty-four hours for all "major", emergency and "minor" troubles.
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4.8.2. QUAUFICATIONS
Proposers must be authorized to provide service and repair. and individual
maintenance technicians must be fully trained and certified as qualified. by the
manufacturers of all equipment provided or used by the State.

Proposals should warrant the qualification and certification of all
technicians. whether provided by the prime or a sub-contractor, and
must provide evidence of manufacturer authorizations. upon request.
Should sub-contractor relationships change during the term of the
contract. the Department must be notified of the pending change and
reserves the right to approve the change before it occurs. If such a
change is being proposed. information on the new sub-contractor must
be provided equivalent to the specifications in the original Request for
Proposal. Any approved change must come with the assurance of no
loss of performance during the change or for the remainder of the term
of the contract.

WorldCom Response: WorldCom understands and complies.
All on site and remote maintenance technicians will be certified on the systems' latest
software and hardware versions and properly instructed on how to trouble shoot and
maintain all of the proposed LazerPhone software and hardware components. Warranties
of Certification will be provided upon contract award and execution.
When the manufacturers revise the software, the trainers from the WorldCom Team will
receive refresher training themselves to ensure they have the most up-to-date information
on the ITS and provide any re-fresher training to IDOC personnel.
All subcontractors utilized for the IDOC Inmate Telephone Services will be subject to
approval by the State of Idaho and the Department of Corrections. In the event, a
subcontractor change is required during the contract term, WorldCom will guarantee the
same level of service as proposed in this RFP.

4.8.3. PROBLEM REPORTING
Maintenance problems will be reported by authorized individuals at each
institution. The Department will provide the successful contractor with a list of
authorized employees. Requests will be telephoned. e-mailed or submitted by
facsimile to the 24-hour Help Desk. All reports will be logged in at the time they
are received.

Describe the Contractor's process for meeting this requirement.

WorldCom Response: WorldCom understands and complies.

I

All maintenance issues may be submitted to the WorldCom NCC 24 hour Trouble Center
via the toll free number, facsimile or e-mail. All logged tickets will be documented via
the Ticket Manager system described below.

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TROUBLE TICKETING

WorldCom uses a customized mainframe-based trouble reporting and ticket system to
closely track, monitor and manage the trouble resolution process. All service related
troubles, whether reported by the customer or identified proactively, are entered into
WorldCom's internal mainframe-based Ticket Manager and a Service Inquiry ticket is
opened. The Ticket Manager will automatically assign a unique trouble ticket number for
trouble resolution tracking and reporting purposes.
The Status Inquiry ticket contains a complete description ofthe service issue and is used
to transfer infonnation between the NCC and WorldCom and its teaming partners
responsible for testing and repair. Infonnation contained in the Status Inquiry ticket
includes:
•

Description ofthe problem
• Diagnostic test results
• Resolution infonnation

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RVtlll~[10/2/2000

10,06:14 EST bS"

TICKET OPENED.
RVtlll~[10/2/2000 10'07,26 EST bS"
Botll lCP 1 and 2 Sl:C dawn not sho1llnq up In
netllOrk.
RUtllta[10/2/2DOO 10:09:38 EST bS"
Don gaa paged and notttted he ta On hla way to
"tte.
RVtlllll[ID/2/2000 14:11:04 EST bS"
-0

FIGURE 4.8.3-1. WORLDCOM'S ONUNE TICKET MANAGER SYSTEM

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Figure 4.8.3-1 illustrates a sample trouble ticket. All information from this ticket can be
modified and uploaded into a report form for submittal the IDOC on a monthly basis.

4.8.4. RESPONSE
4.8.4.1. Definition ofResponse
Response to a maintenance call means that diagnostic or repair work has been
initiated, and technician assistance is on-site at the location where the probable
cause of failure is located, with appropriate tools, equipment and parts. Remote
troubleshooting is acceptable following an initial report, however, on-site
technical assistance must adhere to the definitions listed.

WorldCom Response: WorldCom understands and will comply.
When IOOC staff reports a trouble occurrence to WoridCom's DOC Service Center, the
staff will attempt to diagnose and correct the problem remotely and if necessary, will
dispatch a trained maintenance technician to the IDOC facility. Maintenance technicians
are available around-the-clock, 365 days a year and are capable of being on-site at any of
the IDOC facility sites within four (4) hours.
As the prime contractor, WorldCom will be the single POC for IOOC for trouble
resolution related to the Inmate Telephone System, physical inmate phones, cabling and
all related voice and data access circuits. As delineated in the paragraphs below,
WorldCom has proven processes and personnel in place to support lODe.

I

•

When IDoe alerts WorldCom to a trouble call, or when WorldCom identifies a
problem through its proactive monitoring systems, the DOC Service Center will open a
Service Inquiry (SI) ticket. The ticket number will be immediately provided to IDOe for
tracking and inquiry purposes.

•

The DOC Service Center will dispatch a maintenance technician to the IDoe facility for
any troubles related to the on-premises equipment, the local access circuits, or
Wor/dCom network services. A maintenance technician will be notified and dispatched
within one hour for "major" or emergency service requests and within 2 hours for
"minor" repair requests. The lOGe technician will have, maintain and carry with them
the appropriate tools, equipment and parts in order to satisfactory pcrfonn and complete
virtually any and all repairs necessary. For major system failures, critical situations or
emergency service requests, a technician will be on-site within four (4) hours and within
(8) hours for minor repair or routine maintenance service requests.

In most cases, WorldCom will be able to resolve routine issues via dial-up access into the
Inmate Telephone System equipment, rather than having to be dispatched to the site
directly. However, all response times and on-site technical assistance will comply with
the requirements as defined in this RFP section 4.8.4.
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4.8.4.2. Aoolicable Hours
Scheduled maintenance and minor repairs may be performed during business
hours, which are 7:30 a.m. to 4:30 p.m., Monday through Friday local time.
Major repair services must be available from 6:30 a.m. to 10:30 p.m., seven (7)
days a week, three hundred and sixty five (365) days a year. In addition. the
Department reserves the right in extraordinary situations to declare an
emergency and to require repair services at any time.

WorldCom Response: WorldCom has read, understands and will comply with these
established IOOC time parameters.

WorldCom maintenance and repair personnel are available around-the-clock, 365 days a
year and are capable of being on-site at any of the IOOC facility sites within four (4)
hours. When IOOC staff reports a trouble occurrence to WoridCom's OOC Service
Center, the staff will first attempt to diagnose and if possible correct the problem
remotely and if necessary, will dispatch a trained maintenance technician to the IOOC
facility.
As the prime contractor, WorldCom will be the single POC for IOOC for trouble

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resolution related to the Inmate Telephone System, physical inmate phones, cabling and
all related voice and data access circuits. As delineated in the paragraphs below,
WorldCom has proven processes and personnel in place to support IOOC.
•

When rooc alerts WorldCom to a trouble call, or when WorldCom identifies a
problem through its proactive monitoring systems, the DOC Service Center will open a
Service Inquiry (SI) ticket. 'lbe ticket number will be immediately provided to IDOC for
tracking and inquiry purposes.

•

'lbe DOC Service Center and WorldCom within the first hour will attcrnpt to diagnose
the trouble and identify if is something such as a software or hardware issue that can be
corrected or resolved remotely. If it is or appears that it may require any type of on-site
repair or assistance a maintenance technician will be notified and dispatched within one
hour for "major" or emergency service requests and within 2 hours for "minor" repair
requests. Upon WorldCom's DOC Service Center staff contacting the IDOC
technician, the loDe facility will be contacted by either the technician or a member of
the DOC Service Center staff providing them with a current status report of activities
performed thus far, advise them that the dispatch of an on-site technician has occurred
and their estimated time of their arrival. World Com will make sure and confirmation
that the time is agreeable with facility staff or re-schedule to a time when it would be.

•

For major system failures, critical situations or emergency service requests, a technician
will be available to be on-site within four (4) hours of the time the trouble was initially
reported and within (8) hours for minor repair or routine maintenance service
notifications or requests.
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The lDOC technician(s) will have, maintain and carry with them the appropriate tools,
equipment and parts in order to satisfactory perform and complete virtually any and all
repairs necessary.

In most cases, WorldCom will be able to resolve routine issues via dial-up access into the
Inmate Telephone System equipment, rather than having to be dispatched to the site
directly. However, all response times and on-site technical assistance will comply with
the requirements as defined in this RFP section 4.8.4.
4.8.4.3. Minor Repairs
A minor problem is defined as up to 25% of the service at a single facility out of
service. Response to a minor problem is required within eight (8) hours from
reporting, and satisfactory completion of the repairs is required within twentyfour (24) hours from reporting.

WorldCom Response: WorldCom understands and complies.
When IDOC staff reports a trouble occurrence to WorldCom's DOC Service Center or
WorldCom proactively identifies a service impacting issue, WorldCom's staffwill
attempt to diagnose and correct the problem remotely and whenever necessary will
dispatch a trained maintenance technician to the IOOC facility. WorldCom's DOC
Service Center staff and Maintenance technicians are available around-the-clock, 365
days a year and are capable of being on-site at any of the IOOC facility sites within eight
(8) hours for all "minor" troubles with satisfactory completion of repairs or resolution
within·twenty-four (24) hours as defined.
As the prime contractor, WorldCom will be the single POC for IOOC for trouble
resolution related to the Inmate Telephone System, physical inmate phones, cabling and
all related voice and data access circuits. As delineated in the paragraphs below,
WorldCom has proven processes and personnel in place to support IOOC.
•

When lDOC alerts WorldCom to a trouble call, or when WorldCom identifies a
problem through its proactive monitoring systems, the DOC Service Center will open a
Service Inquiry (51) ticket. The ticket number will be immediately provided to IDOC for
tracking and inquiry purposes.

•

The DOC Service Center will dispatch a maintenance technician to the IDOC facility for
any troubles related to the on-premises equipment, the local access circuits, or
WorldCom network services. ror "minor" repair requests or WorldCom's proacti\'e
detection of a "minor" service impacting event, a maintenance technician will be notified
and dispatched within 2 hours. The IDOC technician will have, maintain and carry \vith
them the appropriate tools, equipment and parts in order to satisfactory perform and
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complete virtually any and all repairs necessary. For "minor" system repairs or routine
service requests, a technician will be on-site within eight (8) hours from the time that the
report was either received from IDoe staff or proactively detected by WorldCom.

In some cases, WorldCom will be able to resolve routine issues via dial-up access into the
Inmate Telephone System equipment, rather than having to be dispatched to the site
directly. However, all response times and on-site technical assistance will comply with
the RFP requirements as defined.
4.8.4.4. Major Repairs
A major problem is defined as over 25% of the service at a single facility out of
service, or a failure in any call processor or node from any cause, or a failure in
call restriction functions, or any other condition that renders the system
incapable of performing all its normal functions. Response to a major problem
is required to begin resolution within one (1) hour via remote access with arrival
on-site within four (4) hours from reporting. Satisfactory completion of the
repairs is required within twenty-four (24) hours from reporting.

WorldCom Response: WorldCom understands and will comply.
When IDOC staff reports a trouble occurrence to WorldCom's DOC Service Center or
WorldCom proactively identifies a service impacting issue, WorldCom's staffwill
attempt to diagnose and correct the problem remotely and whenever necessary will
dispatch a trained maintenance technician to the IDOC facility. WorldCom's DOC
Service Center staff and Maintenance technicians are available around-the-clock, 365
days a year and are capable of being on-site at any of the IDOC facility sites within four
hours for all "major" troubles with satisfactory completion of repairs or resolution within
twenty-four (24) hours as defined.
As the prime contractor, WorldCom will be the single POC for IDOC for trouble
resolution related to the Inmate Telephone System, physical inmate phones, cabling and
all related voice and data access circuits. As delineated in the paragraphs below,
WorldCom has proven processes and personnel in place to support IDOC.
•

When IDOC alerts WoridCom to a trouble call, or whcn WorldCom identifies a
problem through its proactive monitoring systems, the DOC Scrvice Center will open a
Service Inquiry (SI) ticket. The ticket number will be immediately provided to IDoe for
tracking and inquiry purposes.

•

The DOC Service Center will dispatch a maintenance technician to the IOOC facility for
any troubles related to the on-premises equipment, the local access circuits, or
WorldCom network services. For "major" rcpair requests or WorldCom's proactive
detection of a "major" service impacting event, a maintenance technician will be notified
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and dispatchcd within 1 hour. The IDOC tcchnician \vill have. maintain and carry with
them the appropriate tools. equipment and parts in order to satisfactot')' perform and
complete \'irtually any and all n:pairs nccessary. For "major" system repairs or routine
scn'ice requests a technician will be on-site within four (4) hours from the time that the
report was either received from IDOe staff or proactively detected by WorldCom.

In some cases. WorldCom will be able to resolve routine issues via dial-up access into the
Inmate Telephone System equipment, rather than having to be dispatched to the site
directly. However. all response times and on-site technical assistance will comply with
the RFP requirements as defined.
4.8.4.5. Escalation
An escalation plan must be proposed that will be effective in the case that any
of the above conditions are not met within the required time allowances.

WorldCom Response: WorldCom understands and complies.
The WorldCom escalation plan submitted in RFP Response to requirements 4.7.3 and
4.7.4 fully describes current proven. effective escalation procedures that are in place.
WoridCom will work with the State of Idaho upon contract award to tailor the existing
maintenance and escalation policies and procedures to meet the Department of
Corrections infrastructure.
4.8.4.6. Status Reporting
Any time a repair problem is pending, reports are required to be made to the
reporting institution every two (2) hours. If a problem is in first stage escalation,
reports are required to be made to the reporting institution and to the
Department every two (2) hours. If a problem is in second stage escalation or
later, or is deemed by the Department to be an emergency, reports are
required to be made to the reporting institution and to the Department every
hour, until resolution is achieved.

Indicate your acceptance of these requirements and detail your
maintenance and repair plan. You may propose and justify alternatives
to these requirements, although the State reserves the right to reject
such alternatives. Include in your response details as to what, if any,
test equipment and spare parts you propose to locate on site at the
institutions/centers.

WorldCom Response: WorldCom understands and complies.
WorldCom's DOC Service Center located in Gainesville, Florida and or WorldCom's
IODC Program Management staff will contact the IDOC institution and provide an
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updated resolution report once every 2 hours. as a norm anytime a repair issue is pending.
In addition, any time a pending service related issue is in a first stage or level escalation
WorldCom will also contact and provide the IDDC Department of Corrections with and
updated resolution status report ever 2 hours. In the event of a 2nd level and higher
escalation or lDDC classified "emergency" issue WorldCom's staff will contact the
reporting institution as well as the IDDC Department ofCorrections on an hourly basis
with an updated status report until the issue is has been resolved.
Each of WoridCom1s dedicated in-state technicians will have and maintain the necessary
test equipment and maintenance tools to fully support all components ofthe proposed
LazerPhone system and inmate telephone station equipment. A complete description of
WorldCom's trouble reporting procedures, trouble handling, trouble resolution,
maintenance technician tools and sparing of repair parts is listed in WorldCom's response
to sections 4.8.1 through 4.8.4.4.
WorldCom agrees that the IDDC reserves the right to approve or disapprove these
procedures. Upon contract award and execution, WorldCom will consult with IDDC and
or the state to insure that its requirements are met and will modify existing procedures to
meet the State and Department of Corrections requirements for status reporting.

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Section 5
Contractual Requirements
Please refer to RFP Section 1.3 for the instructions on submitting a response to
this section.

5.1.

CONTRACT TERM
The initial contract term will be two (2) years from the date of award, with the
option for three (3) additional one (1) year extensions. -Please note, per the
questions and answered released by the State, this reqUirement has been
changed to the following: "The initial contract term will be three (3) years from
the date of award, with the option for three (3) additional one (1) year
extensions...

WorldCom Response: WorldCom understands and complies.

5.2.

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CONTRACT AWARD AND ExECUTION
In the event of contract award, the contents of this RFP (inclUding all
attachments), RFP addenda and revisions; the complete proposal of the
successful Proposer, and any additional terms agreed to in writing by the
agency and the Proposer shall become part of the contract. Failure of the
successful Proposer to accept these as a contractual agreement may result in
a cancellation of award.
The following priority for contract documents will be used if there are conflicts
or disputes:
•
•
•

Final signed contract, including any additional terms or attachments.
Written proposal including written questions/clarifications.
Request for Proposals, plus any addenda issued by the State.

WorldCom Response: WorldCom has read, understands and will comply.

5.3. OTHER CONTRACTUAL CONDmONS
5.3.1. ACCEPTANCE OF PROPOSALS CONTENT
The entire contents of the proposal of the successful Proposer will become
contractual obligations if procurement action ensues.

WorldCom Response: WorldCom has read, understands and will comply.

5.3.2. CONTRACT TERNS AND CONDITIONS DEFINED
The state reserves the right to incorporate the standard state contract
provisions into any contract negotiated with any proposal submitted responding
to this RFP. Failure of the successful Proposer to accept these obligations in a
contractual agreement may result in cancellation of the award.

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WorldCom Response: WorldCom has read, understands and will comply with the
understanding that, pursuant to RFP Section 1.4.4, WorldCom may, in its proposal,
request additions or modifications to the contractual language of the RFP. Thus,
Paragraph 19 of the State's Standard Conditions and Instructions to Vendors, which
states that such terms will not be eval uated or considered, does not apply to this
procurement.

5.3.3. CERTIFICATION OF INDEPENDENT PRICE DETERMINATION
By signing this proposal, the Proposer certifies, and in the case of a joint
proposal, each party thereto certifies as to its own organization, that in
connection with this procurement:
•

•

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•
•
•

The prices in this proposal have been arrived at independently, without consultation.
communication, or agreement. for the purpose of restricting competition, as to any matter
relating to such prices with any other respondent or with any competitor;
Unless otherwise required by law, the prices which have been quoted in this proposal
have not been knowingly disclosed by the Proposer and will not knowingly be disdosed by
the Proposer prior to opening in the case of an advertised procurement, or prior to award
in the case of a negotiated procurement, directly or indirectly to any other Proposer or to
any competitor; and
No attempt has been made or will be made by the Proposer to induce any other person or
firm to submit or not to submit a proposal for the purpose of restricting competition.
Each person signing this proposal certifies that:
He/she is the person in the Proposer's organization responsible within that organization
for the decision as to the prices being offered herein; or
He/she is not the person in the Proposer's organization responsible within that
organization for the decision as to the prices being offered herein, but that he/she has
been authorized in writing to ad as agent for the persons responsible for such decisions.

WorldCom Response: WorldCom understands and complies.

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5.3.4. INDEPENDENT CONTRACTOR
Contractor shall act as an independent contractor insofar as the performance of
services hereunder is concerned. To that end, Contractor shall employ, direct
and/or contract with such personnel as it requires to perform said services;
shall secure any and all permits that may be required in order to perform the
services herein contemplated; shall exercise full and complete authority over its
employees; shall comply with the Worker's Compensation, employer's liability
and other Federal, State, County and Municipal laws, ordinances, rules and
regulations required of an employer performing services as herein
contemplated; and shall make all reports and remit all withholding or other
deductions from the compensation paid its personnel as may be required by
any Federal, State, County or Municipal law, ordinance, rule or regulation.
Neither Contractor nor any person employed by the Contractor to perform
services under this agreement shall be deemed to be an agent or employee of
the Department. Further, neither Contractor nor any employees of the
Contractor shall be entitled to participate in any retirement or pension plan,
group insurance program, or other programs designed to benefit employees of
the Department.

WorldCom Response: WorldCom has read, understands and will comply.

5.3.5. SINGLE CONTRACT
The State intends to award a single contract as a result of this RFP. However,
sub-contractor relationships are encouraged. Sub-contractors must be
specified in the proposal and in the event of the award, will be required to abide
by all terms and conditions of the contract. The primary contractor will be
responsible for total contract compliance and performance whether or not subcontractors are used.

WorldCom Response: WorldCom understands and complies.
WorldCom, as prime contractor for the State of Idaho, will be solely responsible for
contract compliance and performance for all services related to Inmate Telephones for the
Idaho Department of Corrections.
WoridCom will employ Global Tel*Link (GTL) and AllCorn Communications as
subcontractors for the IODC contract. Both GTL and AllCorn, have been selected
because of their expertise in the field of department of correctionslinmate phone
installation and maintenance.
WorldCom has a long and successful history in working with GTL to provide the
integrated LazerPhone inmate call control equipment for call processing. The following
paragraphs provide more detailed information about GTL.

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GLOBAL TEL*LINK

Global Tel*Link (GTL) is a subsidiary ofSchlumberger an $8.18 worldwide leader in
technology applications with corporate headquarters in New York and Paris. This firm
has extensive experience implementing integrated inmate telephone systems with the
same scope and complexity as the Idaho Department of Corrections Program.
GTL has been actively involved in the development, manufacturing, marketing and
support of automated inmate telephone systems since 1989. Global Tel*Link was
specifically founded with the intent of providing inmate telephone services and. to date.
this remains its singular activity. The company currently provides telephone service to
more than 77,000 inmates; with more than 2.5 million call records a month processed
through the IT department. Over its 10 year operating history, GTL has been responsible
for the installation of over 5,300 lines of inmate telephone systems at 161 city, county.
and state correctional facilities.

(

The same experienced Global Tel*Link professionals who implemented those systems
will support WorldCom in implementing and managing the IDOC system. Global will
manufacture the LazerPhone call processing equipment and software; provide call
monitoring and recording equipment; assist in the implementation of the equipment;
provide training assistance; and offer on-going second level maintenance and engineering
support.
Global Tel*Link is located at:
Schlumberger/Global Tel*Link
2609 Cameron Street
Mobile, AL 36607
Tel. 334-479-4500
ALLCOM COMMUNICATIONS

AllCorn will provide on-site installation, maintenance and PIN administration for The
Idaho Department ofCorrections inmate phone system along with maintaining the inmate
and coin phones. Since 1997 AllCorn's project management personal has provided
expert maintenance service to WorldCom in support of correctional contracts located
throughout the United States. AllCorn has developed an excellent rapport with each
client and, possesses a thorough understanding of security policies and procedures.
AllCorn management personal has been involved in inmate telecommunications
contracts, including those for the State Department ofCorrections in Missouri, Kentucky,
Florida, and Louisiana as well as various County corrections programs. AIlCom's project
management team and personnel have extensive experience in installing
telecommunications systems and products from virtually all product levels.
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AlICom is located at:
AlICom, Inc.
2313 Markoe Ave.
Wentzville, MO 63385
636-987-2087
5.3.6.rOAHO PUBUC UTIUTY COMMISSION
Proposers must currently be in good standing with the Idaho Public Utility
Commission

WorldCom Response: WorldCom has read and understands.

5.3.7. ASSIGNNENT OF CONTRACT OR SUB-CONTRACTS
The Contractor may not sub-contract any part of this Contract without prior
consent of the Administrator, Division of Purchasing within the Department of
Administration and the Director of the Idaho Department of Corrections.
Contractor will provide copies of all subcontracts to the Administrator of
Institutional Services.

WorldCom Response: WorldCom understands and complies.
5.3.8. No OBUGATION TO BUY
State of Idaho reserves the right to refrain from contracting with any vendor or
to contrad only for any part(s) of the proposed systems and services.

WorldCom Response: WorldCom has read and understands.
5.3.9. PROPIUETARYrNFORMATION
Any information contained in the proposal, which the Proposer feels, should be
considered proprietary must be clearly designated. Marking of the entire
proposal as proprietary will be neither accepted nor honored. No information
submitted as part of the proposal will be returned.

WorldCom Response: WoridCom has read and understands.

5.3.:1.0.

MULTIPLE PROPOSALS
Multiple proposals are permitted but the State prefers that each Proposer
submit its single best offering. If the Proposer believes the scope or
requirements in the RFP are not in the best interest of the State as presented,
the Proposer is obligated to raise these points during the Proposer questions
period.

WorldCom Response: WorldCom has read and understands.
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Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

(

5.3.1.1..

-+=----WORLDCOM

PROPOSAL PROPERTY OFSTATE OFIDAHO
All materials submitted in response to this request become the property of
State. Selection or rejection of a response does not affect this right.

WorldCom Response: WorldCom understands and complies.
5.3.1.2.

COST OF PREPAIUNG PROPOSALS
The State is not liable for any costs incurred by proposers in preparing or
presenting proposals and demonstrations in response to this RFP.

WorldCom Response: WorldCom understands and complies.
5.3.1.3.

eMPLOYMENT
The Contractor will not engage the services of any person or persons now
employed by the state, including any department, commission or board thereof,
to provide services relating to this agreement without the written consent of the
employer of such person or persons and of the agency.

WorldCom Response: WorldCom understands and complies.
5.3.1.4.

HOLD HARMLESS
The Contractor will indemnify and save harmless the state and all of its officers.
agents and employees from all suits. actions, or claims of any character
brought for or on account of any injuries or damages received by any person or
property resulting from the operations of the Contractor. or any of its Vendors,
in prosecuting work under this agreement.

WorldCom Response: WorldCom has read and understands, and in accordance with

RFP Section 1.4.4, WorldCom respectfully proposes the following alternative, which
includes the exclusion of consequential damages of Idaho's Standard Contract Terms and
Conditions (Paragraph 10, "Save Harmless"):
"The Contractor will indemnify and save harmless the state and all of its officers, agents
and employees from all suits, actions, or claims of any character brought for or on
account of any injuries or damages received by any person or property resulting from the
negligent or other tortuous acts or omissions ofthe Contractor, or any of its Vendors, in
prosecuting work under this agreement. IN NO EVENT WILL THE CONTRACTOR
BE LIABLE FOR INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL
DAMAGES."

\

section 5, Page 6

I

(

(

Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

(

5.3.15.

+:.-----

WORLDCOM

BACKGROUND INVESTIGATION
All Contractor employees and subcontractors must pass a background
investigation conducted by the Department or its designee to be eligible for
engagement by the Contractor within Department facilities. The Department will
charge the Contractor actual cost for each background check it conducts for the
Contractor.
Such investigation shall be the equivalent of investigations
required of all Department personnel.

WorldCom Response: WorldCom understands and complies.
WorldCom and its teaming partners will provide IDOC with personal infonnation for all
team members who will perfonn on-site activities at an IDOe location or facility.
WoridCom assumes and agrees that all persons may be required to obtain a security
clearance from [DOC prior to being allowed to cnter any IDOC facility, and that IDOC
resenoes the right to approve, disapprmoc, or suspend an individual's security clearance at any
time at the IDOC's sale discretion.
Upon contract award and execution WorldCom's account team will provide WorldCom's
invoicing information for all costs associate with background checks and requirements.

(

5.3.16.

COMPLIANCE WrTH LAw.s; RULESAND REGULATIONS
Contractor, its employees and others acting under its direction or control and
independent contractors, shall at all times observe and comply with all
applicable rules and regUlations of the Department that are generally
applicable, now existing or hereafter adopted, respecting operations and
activities in and about property occupied by the Department.

WorldCom Response: WorldCom has read, understands and will comply to the extent
that such rules and regulations of the Department do not conflict with federal rules and
regulations WorldCom must follow as a carrier subject to the Communications Act of
1934, as amended, and as interpreted and applied by the Federal Communications
Commission.

5.3.17.

COMPLIANCE AUDns
To insure there is quality of service, and contract compliance, the Department
will conduct contract audits on an as-needed basis and at least semi-annually.

WorldCom Response: WorldCom understands and complies.

5.3.18.

CONFUCTOF INTEREST
The Proposer warrants that. except for bona-fide employees or selling agents
maintained by the Proposer for the purpose of securing business, no person or

Section 5, Page 7

I

(

(
Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

(

+:.----

WORLDCOM

selling agency has been employed or retained to solicit the contract upon an
agreement or understanding for commission, percentage or contingency.

WorldCom Response: WorldCom has read, understands and will comply.

5.3.19.

RECORD KEEPrNG AND RETEN770N
The Contractor shall establish and maintain adequate records of all
expenditures incurred under the contract. All records must be kept in
accordance with generally accepted accounting procedures. All procedures
must be in accordance with federal, state, and local ordinances.
The agency shall have the right to audit, review, examine, copy and transcribe
any pertinent records or documents relating to any contract resulting from this
RFP held by the Contractor. The Contractor will retain all documents
applicable to the contract for a period of not less than five (5) years after final
payment is made.

WorldCom Response: WorldCom understands and complies.

I

(

WorldCom will retain all documentation that is applicable for the life of the contract and
a minimum of 5 years after the contract if as the incumbent, WorldCom is not awarded a
subsequent contract.

5.3.20.

TERMrNA7ION OFAGREEMENT
This agreement may be terminated at any time at the State's sole discretion by
delivering 90 days written notice to the Contractor. Upon termination, the
Agency's liability will be limited to the pro rate cost of the services performed as
of the date of termination plus expenses incurred with the prior written approval
of the agency.

WorldCom Response: WorldCom has read, understands and will comply with the

understanding that, pursuant to RFP Section 5.3.25, the State may not exercise such
termination option until three months following the date ofContract execution.

5ectfon 5, Page 8

I

(
Inmate Phone service for
Idaho Department of
Corrections (IDOe)
RFB # ITB01163

5.3.2:1..

~-----

WORLDCOM

LIQUIDATED DAMAGES
Failure of the Contractor to provide the service or submit information required
by this Contract may result in the State requiring liquidated damages, and not
as a penalty. The amount of the liquidated damages that may be withheld shall
be determined by the Director and shall be proportionate to the level of service
that is deficient or otherwise not in accordance with the Contract and in no
event shall exceed $1,000.00 per day. When liquidated damages are imposed
by the State, the State shall notify the Contractor in writing that liquidated
damages are being imposed, the amount thereof, and the grounds for imposing
such damages upon the Contractor. Failure by the State to require payments,
or failure of the Contractor to cure any deficiency or correct any problem, shall
not be a waiver of any right of the State to terminate this Contract or to exercise
any other remedy provided by this Contract or law to the State.

This item was deleted per Amendment 5 released on October 29th, 200 I.

5.3.22.

NOTIFICATION/RESOLUTION OF DEFIUENCY
The Contractor will have 30 days from the date of the written notification to
rectify the deficiency. If after 30 days, the Department is not satisfied that
Contractor has resolved the deficiency (or made substantial progress toward
resolving such deficiencies as defined by Department personnel), Contractor
agrees, notwithstanding any other provision of this Contract, to pay the
Department the sum determined by the Director for each day that the
Contractor fails to provide services under this Contract which are acceptable to
the Department. It is understood and agreed that said amount is to be paid as
liquidated damages, and not as a penalty, in view of the cfrfficulty of affiXing
actual damages under this Contract. Contractor shall not be liable for liquidated
damages when the Contractor's failure to provide acceptable services under
the Contract arises as a result of any reason beyond its control, including
without limitation, strikes or labor disputes by Department Staff, inmate
disturbances, acts of God, or any other similar causes beyond the reasonable
control of either party. In any case, however, Contractor shall be obligated to
notify the Department in writing immediately upon its determination that it
cannot provide said services. Nothing in this subsection shall be interpreted to
preclude the Department from recovering damages from Contractor under any
other provision of this Contract or exercising any other remedy at law or equity;
nor shall the Department be precluded from terminating this Contract for
breach.

WorldCom Response: WorldCom has read, understands and will comply, with the

understanding that, upon award of the Contract, the Parties will determine a reasonable
"not to exceed" amount for liquidated damages assessed pursuant to this provision.

5.3.23.

Letter ofIntent

The Proposer shall provide a letter of intent, from an insurance company
authorized to do business in the State of Idaho, which states its intent to insure
the Proposer pursuant to the terms of the contract.

Section 5, Page 9

I

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,.'
I.

Inmate Phone Service for
Idaho Department of
Corrections (IDOe)
RFB # I1BOl163

(

(

+:.----

WORLDCOM

WorldCom Response: WorldCom has read, understands and will comply. If awarded
the Contract, within five (5) days of notification of award, WorldCom will provide
certificates of the insurance required by the specifications naming the State of Idaho as
co-insurers, and will maintain the insurance during the life of the contract.

5.3.24.

LrrrGA7ION
The Proposer shall provide a list of all litigation the company has been or is
currently involved in during the last three years. Information with respect to the
amount of professional and liability and other insurance, lawsuits (including all
cases that were settled and the amounts of settlement are required), and risk
management plan. If this information is not available under the freedom of
information act andlor a state public records disdosure act, then provide case
name, case number and court.

WorldCom Response: WorldCom is involved in litigation and arbitration at all times
due to the number of customers, suppliers, and competitors that it has. Consequently, the
State's request to compile a list of pending lawsuits and all suits within the past three
years is an extremely arduous, burdensome and time consuming task. Although
WorldCom cannot provide such a list, WorldCom is not aware of any outstanding action
that would, ifsuccessful, have a material adverse impact on WorldCom's ability to
perform under the terms of this RFP. In addition, WorldCom makes the affirmative
declaration and commitment that WorldCom shall provide the State notice of any action
against WorldCom that could, ifsuccessful, have a material adverse impact on the
telecommunications services proposed.

5.3.25.

TERHrNA7ION
After a period of three months (90 days) from the effective date of execution of
the Contract, the Contract may be terminated by the Idaho Department of
Correction upon 90 days written notice to the Contractor. Written notice shall be
served upon the Contractor by certified mail.

WorldCom Response: WorldCom has read, understands and will comply.

section 5, Page 10

I

Inmate Phone Service for
Idaho Department of

Corrections (IDOC)
RFB # ITBOl163

"+:.----

WORLDCOM

Section 6
Oral Presentation
The Department may invite selected Proposers who have a reasonable
opportunity to benefit from the addition of the points to present oral
presentations. The Proposers will conduct oral presentations for the
Department. Oral presentations will be evaluated and the points added to the
other evaluation scores. The oral presentation must further explain the
proposal. The cost(s), if any, will be the responsibility of the Proposer. Topics
should include, but are not limited to the following:
•
•
•
•

Start-Up Program (transition)
Section 3, Functional and Technical Requirements
Section 4, Implementation and On-Going Service Requirements
Demonstration Of System and Equipment

WorldCom Response: WorldCom has read and understands.

(
section 6, Page 1

I

Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # rrsOl163

~_._--

WORLDCOM

Attachments
The following attachments are included:
1. PHG Phone model 7042 technical information
2. Sample maintenance checklist
3. TDD Ultratec Superprint model 4425 technical infonnation
4. Protei 4000 series coin phone technical information
5. Hot Number Reporting Features
6. Sample PIN Information fonns
7. LazerPhone Features
8. Sample supplemental information for inmates and families
9. Resumes for Marty Recker and Tracy Stewart
10. WorldCom Annual Report

Attachments

I

(

Coln/ess Telephones
Manufacturer:

Phillips Brooks Gladwin

Form

Construction

Coinless Telephone

14 gauge cold rolled steel

Dimensions

Finishes

22-1/4in. H x 9-1/4in. W x 2-1/2in. D

- Scratch resistant powder coat paint
finish

Applications

Prisons. inmate facilities. halfway
houses
Airports, courtesy phones. taxi
phones
Universities, schools
Features

GO 7042
- Hotels, house phones. pool phones
-Truck, travel stops
- Hospitals. psychiatric wards
Any high traffic area subject to abuse
-and vandalism
Benefits

Heavy duty (14 gauge) steel housing _:::I~~: in stainless steel or powder
Sealed magnetic hookswitch

- Eliminates maintenance calls

Heavy chrome metal keypad

- Withstands abuse and vandalism

Meets ADA requirements for volume
Built-in volume control and
amplification and eliminates the cost
background noise reduction circuitry - of confidencer handsets with built-In
technology
Conformal coating of electronics

- Repels moisture

Solid state electronic dial with
modUlar handset and other
connections

- Prevents corrosion for outdoor use

Armored handset cord with steel
lanyard and retainer bracket

- Reliability and easy maintenance

Built-in instruction card window
space

- Prevents handset removal

Line powered

Install your custom dialing
- instructions

Utilizes external processor for all
restrictions and routing

- No AlC required

Mounts directly to wall, avai~able with Works with all PBXs, call controllers.
backboard or adapter for eXisting
- and dialers
backboard
Designed. engineered. and
manufactured in the USA by PBG,
Inc.
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Wall mount in any location or
- application

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Call ProRrt·ss tells you

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Auto-answer takes messages for yOll when you
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The 32k memory leis you save hundred~ of
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Thrho Code leL~ you contml the spa'<1
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Sliperprint 4425:
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13 Iii

(

;'

~ Welcome to

the 21st Century!

( ProteI's SentineI™ Series Payphones TOfllorrow's "Stllart" Payphones, Today.
......... he Model 7000 is the foundation
fProteI's Sentinel™ Series
''smart'' payphone product line.
Especially designed for the Independent
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a diversifying payphone industry.
The base Model 7000 offers a featurerich smartphone at an affordable price.
The addition of available plug-in
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requirements without removing the
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(..

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"

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4150 KIDRON ROAD • LAKElAND, Fl 33811 • 941-644-5558 • www.protelinc.com

(

(

Features of the Sentinel™ Series Model 7000
• CALL REVENUE A.~D COST VERIFICATION/
CALL DETAIL RECORDING

• PROTECTIVE COVER

The Model 7000 reconls infomlation about each call made from the
payphone. This Infoffilation can be used to aid in verifying Dial Around
Compensation, OperatorService Provider commissions, long distance
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• IN·SERVICE ABIUTY TO UPGRADE
You can buy what you need today, and sleep easy knowing that you
can upgrade your Model 7000 payphones in lhe future :IS your needs
change. The Model 7000, with its affordable, feature-rich base dlassis.
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adapt your payphones and your route to the gro\\1h of your business.

• ASSET MANAGEMENT TOOLS/
ELECTRONIC SERJAUZATION
Tracking your payphone assets is easier than ever before with the
ModeJ 7000 electronic serialization. Each Model 7000 chassis and each
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to the management software. providing positive board identification.

• PAYPHONE MANAGEMENT SOFfWARE
Protei's PC·based payphone route management software provides a
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software easily communlcates with your phones to give them call rating
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and generate avariety of useful management reports.

Minimize unintentional chassis damage with the Model 7000 protective(
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DOWNWADABLE MEMORY
The ~odeJ 7000 includes downloadable memory, which eliminates the
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• IN-SERVICE UPGRADE MEMORY
Socketed memory devices and configuration jumpers allow you to
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• COMPLETE PAYPHONES OR RETROFIT KITS
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• ADDmONAL FEATURES
Modular design simplifies field installation
Trouble diagnostics assist service dispatch and telephone service
Voice error messages assist telephone service
Cash box status and reporting
Antl·fmud design
Compatible with e:<temal vault alarm S\vitch
Communicates with Protei's payphone management software
Missing handsel detection circuitry
Voice prompts enhance user friendliness
Automatically corrects protocol dialing errors. increasing
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Compatible with external volume control s\vilch
UL·recognizcd on·board self·rescuable surge protector
Standard built·in electronic ringer
DTMF and pulse dialing capability
Patented and proven IIne·powered technology
ULlisted
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CALL REROUTING CAPABIUTY
Using the ModeJ 7000 caU routing features, you can route your long
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• SERVICE MANAGERTM AUfOMAllC TROUBU OPERATOR
Increase customer satisfacllon and decrease the cost of prOViding refund
service \vith the Model 7000 Service Manager™ Automatic Trouble
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• STORE &: FORWARD CAPABDJTY

The Model 7000, when used with Protei's ExpressNet mit payphone
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MODEL 7000 OmON BOARDS AND ACCESSORIES
Electronic Coin SCanner (ECS 10 Interface
• Mars Electronlcs& MS·16 Interface
Be1l212·A (1200 baud) DPSK Modem Interface
Coin tine Interface
Mechanical Double Gong Ringer

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~

•
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PrCllel~ IR~

PrClle11t and HABITAre are registered IradcllI3rks or
©1997. Pmtel~Inc. resems the right 10 clwlge IlfOdutt Uterature and
spedftcaliollS wilhanl furtlter nolice.
97-4

PRINTED

IN

THE

U.S.A.

Hot Number Report
(.. .

Features and Report Examples of the
Hot Number Reporting Feature of the
LazerPhone CaU System

Schlumbapgap
Global Tel*Link

~---­

WORLD COM

(

,

Inmate Phone service for
Idaho Department of
Corrections (IDOC)

RFB # ITBOl163

~--­

WORLDCOM

(

Setting up a Hot Number.
Step 1: Log into the LazerPhone system.
Step 2: Enter into the "Facility Phone List" (See Figure 1)

(.

Figure I

Step 3: Once the facility phone list screen appears, the user will notice that the grid
contains no data. A search will need to be executed on the phone number being flagged
for "Hot" number notification. The system saves all phone numbers that inmates attempt
to call.

(
Hot Number Reporting

1

(
Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

~----

WORLDCOM

Press the "Search" button as shown in Figure 2.

Figure 2

Hot Number Reporting

2

(
Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

~-

WORLDCOM

Step 4: The search screen appears and the user will enter the phone number

Figure 3

Step 5: Press "Ok" after entering the phone number.
Step 6: If the selected phone number has been attempted before, the system will show
the number in the Facility Phone list grid. If no call attempt has been logged for the
number, the user will be required to add a new number. Please see instructions in
"Adding a new Phone Number."
If the search results show a number in the grid, proceed to Step 7.

Step 7: Identify the number desired set at Hot on the facility phone list grid and double
click with the mouse to enter the properties for that number as noted in Figure 4.

Hot Number Reporting

3

(
Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

~----

WORLDCOM

lW31J3l00 ~U3UU
1111 ll20001,3900 PU
lI1UlaOOO'Nll~PU

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Double Click here for properties on
this number.

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.. ..,.,~~.,.,..,~,,:;:\.~-+---'.:.:"'::.:.,.,;.::;";.:.r(1=-,n:.;.:. """~"'''':'l>''::,---f~

Figure 4

Step 8: Once the phone number properties screen appears, the user can add and set the
number to be part of an alert list. By placing an alert list on a phone number, the
LazerPhone system flags the number as "Hot" in the system, letting the system know that
is should be part of the Hot number report. Figure 5 illustrates a number that is already
set to the alert list of "Matt". Figure 5 also shows where to click to modify the assigned
alert list on that number. If a number is not set to any alert list this field will be blank,
when a user enters the property screen.

Note: The user can also fill in any billing or comment infonnation by using this edit
function. For example, in Figure 5, the name of the subscriber was added to the billing
information section of the profile.

Hot Number Reporting

4

(
Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # 11'801163

...;-.

.

WORLDCOM

Figure 5

Creating a new alert list:
If an Alert List has not been created in the pull down menu, or the user desires to create a
new alert group, enter the name of the Alert Group group desired. After creating the
Alert Group Name, press the "Edit Alert Group" button as illustrated in Figure 6.

Hot Number Reporting

5

(

I,

Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

+'-----

WORLDCOM

Figure 6

After pressing the "Edit Alert Group" a menu will prompt the user to verifY the
information.
While the "Edit Alert Group" screen is visible, the user may click on the alert number
field, and enter the number for notification of the system when dialed. This will allow
monitoring of a particular call. Notification phones numbers are required to be entered as
1+AreaCode+XXX+XXXX.
Figure 7 illustrates the entry of the alert numbers. If a pager is number is entered as an
alert choice, click the "Pager" button to the right of the alert number field. The system
will ring the pager with the phone number that the inmate is attempting to call.
If the user does not wish the system to engage Alert Notification via desk phone or pager
when an inmate dials a number, the destination number is entered in the alert field as
AREACODE+XXX+XXx. The LazerPhone system will simply flag the inmate call
record. This feature is useful for employee lists and large alert groups for which the user
wants to run reports on each day, week or month.
Hot Number Reporting

6

(

(
Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

~----

WORLDCOM

(

Figure 7

A PIN number prompt requested will be requested by LazerPhone if an inmate dials a
"Hot" number. User PINs are assigned in the user profile screen via the LazerPhone
workstation. If the system does not receive a valid PIN number when ringing a phone, it
will proceed on to the next alert number in the list. When combining Alert Number and
an Alert Number Pager, the pager number will be required to be listed at the end of the
alert list of numbers.

(
Hot Number Reporting

7

Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

(

~----

WORLDCOM

Adding a new Phone number to the Facility Phone list.
Step 1: Press the blue plus sign button on the facility phone list screen.
Step 2: When the "Add Destination Number" screen appears, enter the number in the
phone number field as illustrated in Figure 8.

Figure 8

Proceed back to Step 7 in the "Setting up a Hot Number" instructions and enter any
billing information or assign an alert list to the new number if desired.

Hot Number Reporting

8

(
Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

..;-.----

.

WORLDCOM

(

Running Hot Number Report
Step 1: From the main LazerPhone screen enter the report utility by clicking on the

Report Button as illustrated in Figure 9.

Figure 9

,
l

Hot Number Reporting

9

(

(
Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

~'----_.

WORLDCOM

Step 2: Once in the Report Utility. click on the pull down button on the right side of the
report field. By default the system shows this as "Call Detail Report".
After clicking on the pull down button, several report choices appear. Click on the "Hot
Number Report".
Figure I0 illustrates selecting the "Hot Number Report"

Figure 10

Hot Number Reporting

10

Inmate Phone Service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

~

-

WORLDCOM

Step 3: Enter the start and end date. Then enter the start and end time. The report
queries all call records that are flagged as "Hot" for the date and time span entered. A
report will be generated by clicking the "Search!" Button.

Figure II illustrates the Hot Number Report Results. Columns can be resized and shifted
as needed.
The far right hand column indicates the alert list that the number was in. This assists the
user in identifying in which alert list the number is located.

Alert Group
Info

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Figure II

Hot Number Reporting

11

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITB01163

"'1------

WORLDCOM

One additional feature of the report is the ability to identi fy a "hot" number on the report
according to inmate PIN infonnation. If the user wishes identify the inmate for the
particular call detail record, select the call record by clicking on the call record. This will
highlight the specific call record. As shown in Figure 12 the Inmate PIN will appear and
if the user double clicks the specific PIN, details about the selected inmate will appear.

ilOi..
t;;'!....: ": ',. .

'>~'. :,-"

..' .

"

',

.

,'-,-:I'~r' Iii iiiIiii.t--:-----'7:

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Figure 12

(
Hot Number Reporting

12

(

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IDC PIN Administration General Information Guidelines (SAMPLE)
I.

Ifan inmate has already submitted a number and it is not working the inmate needs to fill out a Inmate
Phone Trouble Reporting Sheet. This form should be filled out in its entirety. The re<Drding the
inmate receives must be on the form. This will help the Pin Administrator isolate the problem.

2.

In cases of emergencies, numbers may be added in lieu of the _ day changes to admin policy. An
Inmate Phone System sheet must be properly filled wt and faxed to the Pin Administrator at
_
Over the phone additions cannot be processed.

3.

Any person wanting their number deleted from an inmates calling list must mail or fax a letter to the
phone coordinator at the unit where the inmate is housed. The phone coordinator then:
a)
b)
c)
d)

Faxes a copy to the Pin Administrator for deletion.
Original letter is filed in inmates jacket.
Inmate is notified of deletion to prevent himlher from filing a troublereporting sheet.
Inmate is notified that disciplinary actim may be taken for reentering the deleted number.

The PIN Administrator cannot delete or add numbers over the phone.
Inmate Phone System Sheets

I.

In order to police the system for fraudulent information and insure valid data is entered in the calling
database the Inmate Phone System sheets need to be checked for the follow information.
a.
b.
c.
d.

Forms need to be filled out in ink (blue or black) and legible. Red ink is not allowed.
All inmate information (Unit, Date, Inmates Name, Inmate's IDC Number, and SSN)nust be
filled in.
The name and address for every number requested must be included.
Attorney numbers require a copy of the letter from the inmates' attorney. It must be on the
attorney's letterhead stating the number allowed for the inmate.

If the form does not meet this criteria it must be returned to the inmate for correction and then
resubmitted.
2.

In accordance with IDC policy, request for addition or deletion ofnumbers is only allowed every
_ _ days. fan inmate submits a phone sheet within tJ-e _ _day window ofhislher last submission
the phone sheet will be returned with a yellow memo stating when they will be eligible to submit a new
list. IDC personnel may exempt the policy for that sheet by signing the attached memo and returning it
to PIN Administration. A/lorney numbers are the only exemption to this policy and may be submi/led
at any time.

3.

Only the Inmate Phone System sheet will be accepted for the addition and deletion of numbers.

4. Once all the required information has been checked ard validated the sheets must be stamped with a
unit stamp or signed and dated before being submitted to PIN Administration.

/

(

Phone Blocks Policies and Guidelines (SAMPLE)
I.

There are several types of blocks that may be placed on the Inmate Phone System.
a)

Self-imposed block - when a subscriber wishes not to receive calls from a correctional
facility. The inmate receives recording "Inmate calls to this number can not be
processed."

b)

Local block is when a local telephone service provider blocks the line from receiving
calls. The inmate receives the recording "Collect calls to this number can not be
processed."

c)

HIGH TOLL FRAUD block - This can be placed on automatically when a certain number
of calls within a given time frame is reached or when a bill has not been paid. The inmate
receives the recording "Inmate calls to this number can not be processed"

2.

Self Imposed blocks are requested by the customer. Ifa customer calls the unit requesting a block
they should be told to contact the WorldCom High Toll Fraud at 1-800-231-0193 and request a
block be placed from correctional facilities. This will block all calls from correctional facilities
handled by WorldCom throughout the United States. Ifthey wish to block calls from only one
inmate they must submit a letter to the unit where the inmate is incarcerated.

3.

Local Exchange Carrier Blocks must be resolved between the customerand the local telephone
provider. In cases where the customer and the local provider have stated there are no blocks,
contact the PIN Administrator for assistance.

4.

WorldCom Blocks will be handled in the following manner:
a)

Return trouble reporting sheet to inmate and instruct them to notiry the person to call
WorldCom High Toll Fraud at 1-800-231-0193 and ask for High Toll Fraud.

b)

When the public calls the unit and complains that WorldCom says there is no block, the
phone coordinator needs to make a test call to see what recording is being received.

c)

If the test call results in "Inmate calls to this number can not be processed" the phone
coordinator needs to call WorldCom and veriry.
i)

d)

\

If WorldCom verifies that there is not a block on the telephone number, fnd out
when the block was removed. Inform WorldCom service rep that a test call was
ran and a WorldCom block recording was received and to please correct the
problem.

If problem persist - contact PIN Administration for assistance.

(

INMATE PHONE SYSTEM (SAMPLE)
INMATE COLLECT CALL PHONE NUi~tBER REQUEST
Use onlv blue or black ink wl,en iillin" in this form
DATE:

I

UNIT:
INMATE'S NAME:
INMATE'S DOC NUMBER:

I SSN:
NEW/ADDITIONAL PHONE NUMBERS

INMATES ARE ALLOWED A TOTAL OF 20 ACTIVE PHO NE NllMBERS.
ANY PIIONE NDIBER YOll REQlrEST PAST TillS 20, WILL NOT BE ADDED.

AREA CODE + NUMBER
(

)

(

)

(

)

(

)

(

)

(

)

(

)

(

)

(

)

(

)

(Use additional sheet. ifreqllired)
NAME/ADDRESS

DELETIONS
AREA CODE + NUMBER
(

)

(

)

(

)

(

)

(

)

NAME/ADDRESS

ATTORNEY NUMBERS
A nornev

AREA CODE + NUMBER

I

(

)

(

)

DATE ENTERED:

um en must be su bmlnedbIV anornev on f,enerIt ead stallonarv
NAME/ADDRESS

(

(

~-----

WORLDCOM

LAZERPHONE - AN ADVANCED SYSTEM FOR THE CORRECTIONAL MARKET

__

THE PARTNERSHIP BETWEEN WORLDCOM AND GLOBAL TEL*LINK.._.._
LAZERPHONE CALL CONTROL FUNCTIONS

_ _

_.._

_

_..__ 3

_ _

5

5

ALERT SYSTEM
CALL ALLOW LISTS
CALL SECURITY AND BLOCKING
CALL VELOCITy
CONFERENCE C-\LLING
INTEGRATED EMAIL
KwlcKILL
MESSAGE INTERJECTION
NAME RECORDING CAPABILITY
PHONE SCHEDULER
PIN CONTROL
PHONE ACTIVATION/DEACTIVATION
PROGRAMMABLE CALL DURATION
RATE QUOTE
REsTRICTED INCOMING C-\LLS
RICH NOTES
SPEED DL-\L
USER SECURITY PROFILES

6
6

7
8

9
9
9

9
10
10
12
12
14
14
14

15

15

LAZERPHONE CALL MONITORING AND RECORDING TOOLS_

_

_ _.._

18

20
22

KEYWORD SEARCH
CALL LoCK
SELECTABLE RECORDING
CONTROL OF PLAYBACK FUNCTIONS.
CALL SEND FEATURE

23
23
24

LAZERPHONE REPORTING CAPABILITIES

(

2

_

_._

25

RECORD, By DAY, OF PIN ADDITIONS OR DELETIONS By FACILITY
A UDIT lOG REPORT

26
26

FREQUENTLY C-\lLED NUMBERS BY INM-\TE PHONE
FREQUENTlY C-\lLED NUMBERS BY PIN
PINeS) IN USE
C.-\LLED NUMBERS BY PIN
DURATION OF CAllS
DATE AND TIME OF CAlL
CALL CHARGE- LoCAL, INTRAlATA, INTERLATA
INMATE PHONE By LoCATION

27

-PagelLazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

29
30

31
32
33
34

35

(

(

-+:.----

WORLDCOM
(
36
38
39
39
40

TRADITIONAL CALL DETAIL REPoRT
TOTAL CALLS BY FACILITY REPoRT
NO CHARTS AVAILABLEORIGlNATlNG NUMBER CALL DETAIL REPoRT
ORIGINATING NUMBER CALL DETAIL REPORT
DESTINATION NUMBER REPoRT
DISALLOWED CALLS BY PHONE
DISALLOWED CALLS BY POD
DISALLOWED CALLS BY PIN
CUSTOM REpORT WIZARD
SEPARATE INSTITUTION TOTALS AND SfATISTICS.
ALL INSTITUTIONS TOTAL AND STATISTICS
TOTAL CALLS
DAILY STATISTICS
MONTHLY STATiSTiCS

ADMINISTRATIVE FEATURES

_

_

--

41
42

43
44
44
45
45
45
45

_

46

46
46

ENGLISH AND SPANISH SYSTEM CAPABILITY
PIN ADMINISTRATION
SYSTEM FAILURE TELEPHONE DISCONNECTION
UNINTERRUPTIBLE POWER SOURCE
USER-FRIENDLY VOICE PROMPTS.
WARNING STATEMENT

52
52

53
54

(

':'

,

~~--

-PagellLazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

'\
~

I

"

(

+':.---

WORLDCOM
/

(

List of Exhibits
EXHIBIT I. ALERT SYSTEM..

......__......

......_.........._.._.._....

..

EXHIBIT 2. CALL VELOCITY SCREEN....

.6

..

EXHIBIT 3. PROGRAMMABLE ON/OFF SYSTEM ADMINISTRATION.
EXHIBIT 4. INMATE PIN CONFIGURATION SCREEN••
EXHIBIT S. CHANGE INMATE SCREEN

_

.._..

...8

..__ IO

••

••__....

••_...._...._.._.._...II

_

_ 12

EXHIBIT 6. SETTING TIMING RESTRICTIONS BY INMATE PIN

••.•_•._••_••••_

_.._

_••_ I3

EXHIBIT 7. RICH NOTES EXAMPLE

1S

EXHIBIT 8. CONFIGURE USER OPTIONS SCREEN..__

_••_••_..__..__..

EXHIBIT 9. AUDIT LOG REPORT VIA CALL SEARCH SCREEN..__.._....
EXHIBIT 10. CALL MONITORING SCREEN
,

.._ ..

.16

........_......_ ....__...._..__.......17

..

EXHIBIT 11. KEY WORD SEARCH SCREEN._..

.•

..

..

..__...

..

...18
..__.21

(

EXHIBIT 12. KEYWORD MANAGEMENT SCREEN•.__......__.._..

••••

•••.__......_••_••__..

EXHIBIT 13. CALL LOCK OPTION VIA CALL DETAIL REPORT...._•._••_....
EXHIBIT 14. LAZERPLAYER SCREEN

_

_.._ __.._••_ _ _••_

EXHIBIT 15. AUDIT LOG REPORT

••__._.

_ _.._••_

_

EXHIBIT 17. FREQUENTLY CALLED NUMBERS SORTED BY PIN•••

EXHIBIT 19. CALLED NUMBERS BY PIN

__

.._..
..__..

.._

••_ _.._..

__••_

_

....

_
••_..

24

--.27
..__.28

..

29

..

....30
__.31

_.•_ _..__••_ _••_...32

_
_

••_....

..

EXHIBIT 20. CALLS SORTED BY DURATION.__ _••_••••_••_••_ __••_ _••_
EXHIBIT 21. CALLS SORTED BY DATE AND TIME _

__

...._..........

__

__ __..

EXHIBIT 22. CALLS SORTED BY CALL TYPE

__••_••_

__

EXHIBIT 16. FREQUENTLY CALLED NUMBERS BY INMATE PHONE.

_

..._._.23

..

__

EXHIBIT 18. PINS IN USE. __

..__.._.._.....22

_••_••__••_
_

EXHIBIT 23. CALLS SORTED BY LOCATION OF INMATE TELEPHONE

_
_

_

_

__ _••.33

__

••__.34

_

-PagemLazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

.3S

(

(

+:.----

WORLDCOM
(~

EXHIBIT 24. SAMPLE CALL DETAIL SCREEN

_
_

EXHIBIT 25. CALL DETAIL REPORT FlELDS
EXHIBIT 26. TOTAL CALLS BY FACILITY

__

.36

__

_

_ _ .37

_

.38

EXHIBIT 27. ORIGINATING NUMBER CALL DETAIL REPORT
EXHIBIT 28. DESTINATION NUMBER REPORT••_

_

_

__
_

_

__

_ _ .40

EXHIBIT 29. DISALLOWED CALLS BY INMATE PHONE
EXHIBIT 30. DISALLOWED CALLS BY LOCATION
EXHIBIT 31. DISALLOWED CALLS BY PIN

_

EXHIBIT 32. CUSTOM REPORT WIZARD

_

_

.39

41
_

_

_

_

.42
43

_

.44

EXHIBIT 33. PIN ADMINISTRATION SCREEN_.._

_

EXHIBIT 34. PIN CALL BLOCK I ALLOW SCREEN
EXHIBIT 35. AUTOMATED PIN GENERATION FEATURE. __

.47
48

_

_

.50
51

EXHIBIT 36. INMATE PIN CONFIGURATION
EXHIBIT 37.. LIST OF AVAILABLE PINS FROM WHICH A SINGLE INMATE PIN CAN BE
SELECTED AND MODIFIED
_
M

-Page Iv LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

52

(~~

(

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WORLDCOM

(

LazerPhone
An Integrated Call Control, Monitoring, and

Recording Platform

This purpose of this document is to describe the integrated call control, monitoring, and
recording features of the Global Tel*Link LazerPhone platform. This document is presented as
follows:
•

Overview of the LazerPhone platform

•

Description of the partnership between WorldCom and Global Tel*Link

•

Description of LazerPhone's Call Control Functions

•

Description of LazerPhone's Call Monitoring and Recording Tools

•

Description of LazerPhone's Reporting Capabilities

•

Description of LazerPhone's Administrative Features

(

-PageluzerPhone - An Integrated can Control, Monitoring, and Recording Platform

(

+:.-----

WORLDCOM

(-

Combining the latest telecommunication technology and state-of-the-art digital voice recording,
LazerPhone is the one of the most advanced systems for correctional facilities on the market.
Based on the easy-to-use MS Windows NT platform, LazerPhone is a centralized, PC-based
integrated telephone system incorporating digital recording with sophisticated communication
features providing complete control.
LazerPhone is a fully integrated call processing, monitoring, and recording platform. The
platform is essentially a special-purpose, fully digital private branch exchange (PBX) that is
located in each facility. All components of the system are contained in the same cabinet to
minimize the amount of space required for installation and system deployment. Because of its
easy-to-use Web-based platform, changes to system features and functionality are typically made
remotely without replacement of hardware components or on-site visits by the WoridCom Team.
One of the key advantages of WorldCom's fully integrated solution is that it offers a single user
interface: LazerPhone processes calls, monitors calls, records calls, and stores all call detail
records and audio conversations. This single user interface allows facility personnel to use just
one administrative workstation to search call detail records and listen to selected inmate
conversations, eliminating the cumbersome step of locating the conversation on the callprocessing platform and then searching for the record on the call-recording platform.
Additionally, by reducing the number of hardware components, Le., a separate recording
platform and serial cable connecting the call processor and call recorder, WorldCom has
eliminated system points for failure. This elimination enhances trouble resolution by minimizing
the number of hardware and software components to troubleshoot during a service-impacting
event.
With its on-line real time capability, LazerPhone provides an unprecedented power to monitor,
block, and terminate calls, if necessary, as they occur. It reduces inmate fraud, prevents witness
intimidation, and thwarts escape attempts, all with a click of the mouse. The software resident in
the platform controls the processing of calls originating from the inmate telephone to a called
party's destination number. The system either allows or blocks such calls once the call has been
routed, in real time, through a validation system where several parameters are checked, system
diagnostics are run, and certain fraud and bad debt prevention features are performed.
Once a number has been called, it is logged into by the system permanently along with the called
party's name and address. This information, when combined with the system's extensive
database options, enables LazerPhone to instantly generate detailed reports, sorting and
analyzing calls according to date, time, call frequency and duration, blocked numbers and much
more. Armed with these statistics, correctional facilities can detect irregularities and stop trouble
before it starts.

-Pa,e2 LazerPhone - An Integrated Call Control, Monitoring, and Recordln, Platform

(,

(

(

~----

WORLDCOM

(

WorldCom entered into an exclusive marketing partnership with Global Tel*Link in 1998.
Essentially this means that WorldCom and Global Tel*Link exclusively otTer a joint solution to
State Department of Corrections (DOCs) across the country. WorldCom does not otTer any other
provider's solution to State DOCs, nor does Global Tel*Link offer their solution to any other
prime contractors to State DOCs. WorldCom selected Global Tel*Link as its exclusive partner
for a number of key reasons, including:

(.

•

Technology Leader

•

Scalable and Flexible Platform

•

Research and Engineering Company

•

Financial Strength.

Prior to entering into this agreement with Global Tel*Link, WorldCom utilized a multi-vendor
approach, which gave it the opportunity to work with most of the providers in the industry.
WorldCom's long experience in the market has allowed it to observe the common downside of
many of the industry's providers: lack of financial strength. Many of the providers are
'boutique' in nature, with limited financial resources. The consequences of a provider failing
due to financial decline have a profound impact on their ability to meet customer requirements.
Quite to the contrary is Global Tel*Link. They are a wholly owned subsidiary of Schlumberger
Technologies, an $88 worldwide leader in advanced technology applications such as point of
sale devices and oil exploration. Global Tel*Link has the backing of a healthy parent, which
ensures the viability of their existence for the next five years and beyond, while providing the
resources for research and development to advance LazerPhone beyond the current state-of-theart. Another key benefit is the ability to tap into Schlumberger's extensive engineering and
development resources when necessary. (fthe Global Tel*Link team needs additional expertise,
these resources are available at any time to assist with a solution in mind.
Together, WorldCom and Global Tel*Link provide a host of important benefits including:
•

Combined Experience and Expertise. The strategic partnership represents one of the
strongest financial, operational, and technologically driven teams in the industry, ensuring
leading edge solutions and providing reliable service.

•

Network Design and Implementation. WorldCom professionals employ industry-leading
hardware and software resources to assess existing services and design feature-rich, custom

-Page 3 -

uzerPhone - An Integrated Call Control, Monitoring, and Recording Platform

(

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WORLDCOM

(

wide area networks. WorldCom's network links all facilities to redundant database servers to
protect mission-critical investigative data for current and future needs.
•

Network Monitoring and Management. WorldCom offers an end-to-end network
monitoring and management solution. The Site Monitor tool continuously monitors the
health of the customized network and the LazerPhone system, providing automatic
notification when a service-impacting event is detected.

•

Facilities-Based Services. WorldCom offers facilities-based local service in many locations,
transported on one, seamless nationwide network, as well as a complete portfolio of voice
and data services. This provides a seamless solution without the need to assemble multiple
partners, thereby avoiding the addition of unnecessary complexity to the service offering.

•

Continuous Product Improvement. WorldCom and Global Tel*Link have a commitment
to research and engineering. The company is constantly evaluating the needs of the
corrections market and enhancing the LazerPhone platform accordingly. Quarterly software
updates are offered to every WorldCom-provided system.

(

-Pe..e4 uzerPhone - An Inte..retecl cen Control, Monltorlnll, end Recordlnll Pletform

..

(
\

+:.-----

WORLDCOM
Lazer~one CalJ.,J:ontm1..funetim'ls
The following section provides an overview of some of the LazerPhone features and functions
that can be performed from each workstation provided that the user has the appropriate security
access level. The call control features described in this section include:
•

Alert System

•

PIN Control

•

Call Allow Lists

•

Phone Activation / Deactivation

•

Call Security and Blocking

•

Programmable Call Duration

•

Call Velocity

•

Rate Quote

•

Conference Calling

•

Restricted Incoming Calls

•

Integrated E-Mail

•

Rich Notes

•

KwicKiII

•

Speed Dial

•

Message Interjection

•

User Security Profiles

•

Name Recording

•

Phone Scheduler

Alert System
Authorized system users can enter HOT numbers via the WoridCom-provided on-site computer.
Facility administrators can enter the desired phone numbers, i.e., an investigator's mobile phone,
in the screen shown below. If an inmate attempts to dial a designated hot number, LazerPhone
will automatically dial up to three administrative phones--as programmed by the facility
administrators--and report I) the number the call is being made from, 2) the number being
dialed, and, if PINs are in use, 3) the inmate making the attempt (by his or her PIN number).
LazerPhone will make three attempts to complete these alert notification calls. Each set of three
administrative phones will be assigned to a designated group Exhibit I illustrates the screen that
is displayed when facility administrators want to add numbers to the alert group.

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Exhibit 1. Alert System.
When a designated HOT PIN is used in a call attempt, LazerPhone automatically dials up to 3
pre-programmed phones and reports the origination number, destination number, and the inmate
making the attempt (if PINs are in use).
When any inmate attempts to place a call from a designated HOT inmate telephone station,
LazerPhone automatically dials up to 3 administrative phones and reports the origination
number, destination number, the inmate making the attempt (if PINs are in use).

Call Allow Lists
LazerPhone can support the use of "call allow" lists-this is sometimes easier than the endless
entering and updating of blocked numbers. LazerPhone can restrict each inmate to as many or as
few call allow numbers as the facility administrator requests. Ifa called number is not on the
inmate's approved call allow list, the LazerPhone software will not allow the call to be
completed.

Call Security and Blocking
Each LazerPhone system located on-site at each facility controls all call attempts originating
from each of the inmate phones located in or tied to that facility. Call blocking is performed at
and by the system(s) located at each unit/facility.
LazerPhone supports the restriction of calling to select area codes, exchanges, single numbers, or
a range of numbers. LazerPhone can block up to three million individual numbers, prefixes, and
-PagelLazerPhone - An Integrated can Control, Monitoring, and Recording Platform

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area codes. Every inmate call is checked against the Line Information Database (LIDB) and an
internal database of other blocked numbers, as described below. If the number has been blocked,
the inmate is informed "You may not dial this number," and the call is tenninated.
All inmate collect calls are screened against the LIDB, a nationwide database maintained by
local exchange carriers of numbers that are blocked from receiving collect calls. The LIDB
contains numbers blocked at the owner's request, as well as public payphone numbers, cellular
numbers, and certain other blocked numbers.
LazerPhone will not allow inmates to place calls to any unauthorized number. Prefixes such as
700,800,888,887 (toll free) and 900, as well as 976,911, and Directory Assistance numbers
(e.g. 411, 555-1212, and NPA-555-1212) are automatically blocked.
The system also blocks operator calls, whether initiated by dialing 0-, 10XXX, 1010XXX, 950XXXX, 1-800), or some other sequence.
In addition, all incoming calls are blocked, and inmate telephones in each facility are
automatically blocked from the other inmate phones, including those in other facility sites.
LazerPhone also offers called parties the option to add their number to the blocked number list.

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LazerPhone automatically disables DTMF (Touch-Tone) generation from the inmate phone
during a call set up and tear down. An exclusive electronic circuit design eliminates fraud
through secondary dial tone, chain dialing, hand-held DTMF dialers, hook/switch dialing and
access to unbillable numbers (i.e., payphones). All calls must return to primary dial tone (i.e. the
inmate must hang up) before another call can begin. LazerPhone requires that an inmate
telephone must be returned to an on-hook condition before another call attempt can be placed.
The system time required between calls, on hook condition, is a configurable setting that can be
changed via the workstation by an authorized user with the appropriate level of security access.

Call Velocity
An inmate can be restricted to the number of calls he/she can make during a specified time
period. This time period can be set in minutes, hours, days, weeks, months, and years. The
change inmate screen, as shown below in Exhibit 2, includes the inmate's velocity settings.

·Pa•• 7·
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exhibit 2. Call Velocity Screen.
Conference Calling
LazerPhone allows authorized users, with the appropriate security profile, to break in on an
inmate call in progress and talk to both parties (inmate and called party). To conference in on an
inmate caU in progress, the authorized system user simply keys in lI U CONF" (**2663).

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Integrated Email

WorldCom will keep the facility up to date on customer and technical support issues via the
LazerPhone integrated e-mail system. This is also the facility's continuous link for service or
information requests.
Authorized system users depress the email button from the main menu to create a new email
message. The message is automatically sent to the WorldCom technical support team.

KwlcKILL
LazerPhone allows authorized system users to terminate a call in progress instantly. From the
WorldCom-provided system workstation, the user selects the inmate station via the linemonitoring screen. Then, the user simply right clicks on the highlighted station and selects
"Disconnect." When live monitoring a call in progress from a remote telephone, the authorized
user can simply key in "**KILL" (**5455) and instantly terminate the call.

Message Interjection
LazerPhone can interject messages into an ongoing telephone call at random intervals (i.e., "this
call is from an XXXXXX Correctional Institution") at predetermined intervals.

Name Recording Capability
LazerPhone can allow the inmate to pre-record his or her name as part of the automated operator
call announcement that is played to the called party. Once an inmate's name has been recorded,
the system adds the recording to the inmate's profile and the inmate does not need to re-record
his or her name during any future calls attempts. The initial recording of the inmate's name can
be done in two different ways. The first method is to automatically prompt inmates to make the
recording during their first call attempt with a valid PIN. This method can be restricted to
specific inmate telephone(s) located within the facility. The second method is to have the facility
administrators record the inmate's name. This method could be performed at a dedicated phone
connected to the on-site system, or at an administrative workstation equipped with a microphone.
In the event an inmate's name needs to be re-recorded, an authorized user can access the
"Change Inmate" menu, enter the inmate's PIN, select the "Message Recorded Name" and chose
the record name option.

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Phone Scheduler
The ON/OFF times can be customized for an individual phone, groups of phones, inmate PIN,
and/or destination number. LazerPhone can automatically cut off or tum on at various preset
times of the day -- by individual phone, groups of phones, or all phones. Authorized users may
group individual phones into "cell blocks", individual PINs (if PINs are in use), or any other
method desired. The phones can be programmed to turn on and off automatically with an easy
"point and click" method.
The system can establish system (facility)-wide on/off time periods for all the inmate phones in
30-minute increments by day of week as well as holidays, starting at 00:00 hours through 23:59
hours. LazerPhone can provide the flexibility to create a customized list of holidays and to
modify the inmate telephone on/off times from the standard day-of-week configuration. Each
designated holiday can have its own programmed telephone on/off times.

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exhibit 3. Programmable OnlOff System Administration.

PIN Control
LazerPhone can provide PIN numbers for each inmate from six digits to sixteen in length. PINs
are variable in length and are easily updated via user-friendly, Web based software. The facility
administrator may assign PINs or allow the LazerPhone system to generate them, thereby
eliminating the possibility of duplicate numbers. Whether assigned randomly by the system or

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entered manually by the facility administrator, authorized users can view the inmate names and
corresponding PINs via the following LazerPhone screen.

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Exhibit 4. Inmate PIN Configuration Screen.
Authorized system users can select a specific inmate, as shown above in Exhibit 4. The change
inmate screen shown in Exhibit 5 appears. Inmate information is stored via the LazerPhone
system and presented on this screen, including identification information, PIN information, call
control parameters, recording and monitoring specifications, velocity settings, and availability
settings.

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-PagellLazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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Exhibit 5. Change Inmate Screen.
Phone Activation I Deactivation
Authorized users are able to activate or deactivate inmate telephones connected via the
LazerPhone system at the telephone set.

Programmable Can Duration
LazerPhone can be programmed to limit the duration of completed/accepted calls from 1 to 255
minutes, in one-minute intervals. Time restrictions can be set in a facility by groups of phones
that are logical to the facility e.g., cellblock, building, inmate PIN. LazerPhone can be
configured to inject a brief warning tone 30 seconds prior to the expiration of the programmed
time limit. The system can be used to establish and control the maximum allowed call duration
time based on a hierarchy of precedence inmate PIN, facility, individual phone. For example, an
inmate who may have earned special privileges could have a time limit of 30 minutes; the inmate
phones in the honor dorm could have a time limit of 20 minutes; and the institution could have a
-Pag.12LazerPhon. - An Integrated Call Control, Monitoring, and Recording Platform

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time limit of 10 minutes. Therefore, the inmate with special privileges would be allowed to
place a call up to 30 minutes from any inmate phone in the facility; any call made using the
phones in the honor dorm, regardless of the inmate PIN, would have a 20-minute call limit; and
calls from all other inmate phones, regardless of the inmate PIN, used would a IO-minute call
limit.
The call control portion of the change inmate screen is used to set an individual inmate PIN call
duration (Exhibit 6). Call duration can be set for each inmate station via the station setup screen.
The call maximum call length set for the station shown in Exhibit 6 is 15 minutes.

Exhibit 6. Setting Timing Restrictions by Inmate PIN.

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Rate Quote
LazerPhone has the capability to quote Interstate rates to the called parties before they accept a
collect call. The called party is given the option to hear the rates before positively accepting the
call.

Restricted Incoming Calls
WorldCom can restrict incoming calls in three ways. First, WorldCom can restrict the telephone
lines and access circuits connected to the inmate telephone system to outbound calling only.
Telephone lines and access circuits will not be able to receive any type of incoming calls.
Second, the LazerPhone system can be configured to process outbound calls only, and not permit
inbound calls. Finally, the inmate telephones lack a ringer or any other signal indicating an
incoming call.

Rich Notes
The rich notes tool allows authorized users to attach a note document to any call record, such as
the case number or other pertinent information. This note document supports Rich Text Format,
which means that the user can use any font, color, or paragraph alignment style desired. Also,
the rich note can be saved to disk and used in word processing programs like Microsoft Word
and still retain the original formatting. It also can be saved as plain text.
When an authorized user creates a rich note for a call record, the rich note editor appears. This
editor ~ctions as a mini word processor, allowing the user to add text, color, fonts, etc. The
rich note is automatically created with the user's name and the time/date the note was created on
the first line. This user identification and timestamp line cannot be edited by the user. Keyword
searches may be performed on the information contained within a rich note.
Exhibit 7 provides an example of a rich note using various fonts, colors, font sizes, and text
enhancements:

-Page14LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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Exhibit 7. Rich Notes Example.
Speed Dial
LazerPhone allows for simple programming of speed dial numbers. Lazerphone's inherent speed
dial feature is convenient for placing calls to frequently used phone numbers, such as those to the
local public defender's office. All speed dial numbers are programmed as a 4 DTMF tone code.

User Security Profiles
LazerPhone is controlled by a mUlti-option security profile that is assigned to each system user.
This allows multiple users to access the system from the same workstation but only view those
functions associated with their security level. A user log account is maintained to track system
access, including unauthorized access attempts. The facility administrator can assign and control
access to all system options, as shown in the configure user options in Exhibit 8.

-P8,815 LazerPhone - An Inte.rated can Control, Monitoring, and Recording Platform

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Exhibit 8. Configure User Options Screen.
LazerPhone requires two sets of passwords. One set is used to access the local system and the
second set is used to access the remote system. Each password set has specific security levels
controlling the user's access level. LazerPhone provides an extra layer of password protection
when a user remotely accesses call data. This allows the State to control the level of access
within a facility and between facilities. For example, an authorized system user at Facility A
could be limited to that facility only, or could be allowed to access information at Facility B if
allowed by Facility Bls facility administrator. However, the State could provide Internal Affairs
investigators with a "Superuser" password status that would permit them unencumbered access
to all correctional facilities.
LazerPhone provides further security via the audit log report available at the call search screen
shown in Exhibit 9. The results of the audit log report will provide the following information:

·Plge16·
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Number of login records found in the search.

•

The date and time when the user logged in or logged off.

•

The name of the user.

•

The descriptive action that was accomplished during session.

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Addeel new Pin 296368 atfac:ilit 9117LEVAR
Ch ed Mow List Number detailo forJ94206 at9117 8047338663
Ch ed Anow list Number details for ~2 It 9117 7sn:mrJ6
Ch ed Mow list Number detailo for 293296 It9117 71ll8S85l117
Ch edAllowLiltNumber details for28889Sl at 9117 2S67G1711
Addeel new Allow List Numb81' for 296623 at 91177572455913
Ch . Inmate Balance for2Sl6623 at9117 N • otfaetO
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Ch eel Pin 296238 - aUi . 9117 HERBERT
eel Mow Lilt Number detailJ for 292765 at 9117 8049773740
eel Anow List Number details for 297165 at 911711049773740
ed Anow List Number detailo for 297165 at 911711049730623
eel Allow Lilt Number details for 292765 at 9117 j40S432096
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Ch~eel Allow List Number details for 297165 at 9117 804.S101068

Exhibit 9. Audit Log Report via Can Search Screen.

·Page17·
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Lazer!bone Call!bmi.torjng and..BecorcUng Ig,ols
Call Monitoring. LazerPhone includes built-in monitoring capabilities. An authorized user is
able to select inmate telephone conversations-in real time-for listening during recording
without interruption to the recording process. Additionallyt a unique feature of the LazerPhone
system is that it allows authorized users to program and perform remote "live" call monitoring
via a line or cellular telephone. The selective monitoring capability allows monitoring to be
disallowed by inmate PIN and by destination number. This feature ensures attorney/client
privacy.
LazerPhone allows authorized users to listen to both the caller and the called partyt with no loss
of volume or clarity on the phone line. Neither the inmate nor the called party is aware that the
call in progress is being monitored. When an authorized user enters a call already in progress, it
does not change the audible signal or frequency. Via the line monitor screent depicted in Exhibit
lOt authorized system users can highlight what inmate station to monitor in real time from the
system workstation:

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Call Recording. LazerPhone allows real time recording of individual callst storage of such calls
on site, and the ability to off-load a specific call to a recording medium (tape or CD) that retains
a chain of evidence admissible in a court of law. On site call storage is available. The recording
feature can be deactivated on a per number dialed and/or per PIN basis.

-PIIgel8 -

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LazerPhone is the most advanced modular recording system available on the market today.
LazerPhone utilizes "tapeless" recording of inmate calls. Call records are stored on a RAID 5
Disk Array that consists of five separate hard drives. The redundant design helps prevent data
loss. A recorded call could continue to be played back in its entirety even in the event one of the
drives failed. Recorded calls are stored in a non-volatile, power independent memory that
ensures data integrity, even under severe conditions. LazerPhone's hard drive system features
expandable memory capabilities and simple call archiving methods. The system features 100%
real-time call recording capability, and is able to record all inmate calls placed from any inmate
phone located within a facility.
The RAID 5 storage system has a number of advantages over other storage mediums currently
available. First, RAID 5 storage allows faster data transfer. This is important during peak
periods of phone use and investigative activity. Global Tel*Link's experience shows that there
is a much higher rate of retrieval of recorded calls within the first ninety days after the call is
made. Therefore, having these calls on the faster media makes sense. Second, RAID 5 storage
provides superior redundancy. If one ofthe hard drives in the array were to fail, no data would
be lost. The drive would be replaced and the missing data would self re-generate. This is the
same method used in the data management control centers with large information storage
requirements.
Recorded conversations stored in the LazerPhone system can be easily transferred to an analog
tape recorder so that conversation may be used for evidentiary purposes. A portable cassette
recorder is simply connected to the LazerPhone workstation and as the conversation is played
back the portable system records the conversation. In addition, the LazerPhone system can be
equipped with a CD ROM drive, allowing recorded conversations to be transferred to a CDROM for later playback. WorldCom and Global Tel*Link understand the importance of
maintaining a chain of evidence in call recording. Global Tel*Link has developed a method for
securing recordings against challenges to the authenticity of the date, time and telephone
number(s) involved. Global Tel*Link encrypts this information for each call and then encloses
the call in a "Security Envelope". Any alteration to the call or its encrypted information can be
detected immediately. The security of the envelope is checked each time the call is played back.
WorldCom and Global Tel*Link will provide expert testimony, free of charge, regarding the
authenticity of one of its recordings.

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Detailed below are some of the features and capabilities of LazerPhone's recording module.
•

Keyword Search

•

Call Lock

•

Selectable Recording

•

Control of Playback Functions

•

Call Send Feature

Keyword Search
LazerPhone has the unique ability to search call records for user-designated key words such as
drug lingo and escape conversations, to allow facility investigative staff and Internal Affairs
personnel to quickly search all inmate conversations for any key words. This feature is not only
an invaluable investigative tool, it also assists in the prevention and interdiction of drug
smuggling and distribution, inmate escape, and numerous other types of inmate fraud and crime.
Key word search allows the user to effectively reduce the total number of calls that have to be
monitored to locate pertinent conversations. It also has the capability to take the researcher to
the location in a conversation where the system thinks the word occurred. This greatly reduces
the amount of time required to retrieve valuable information. Authorized users can search for
call records by a particular word in the key word database of the LazerPhone recorder. Once a
word has been entered LazerPhone will scan the key word database to see if the word has been
found in any phone conversation. Following the query, all records found with the target word
will be listed in the records found field of the system's call search screen shown in Exhibit II.

-P8ge20LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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As speech recognition technology improves, WorldCom will provide system updates and
upgrades without any additional costs. Global Tel*Link is a committed to remaining on the
leading edge of storage and voice recognition technologies. As computing power and voice
recognition engines have improved, key word searches have become a crucial investigative tool.
Using the screen shown in Exhibit 12, system administrators can add, delete, and modify
keywords. All additions, deletions and modifications take effect immediately.

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Exhibit 12. Keyword Management Screen.

Can Lock
LazerPhone's recording module allows users to lock individual call recordings from the call
detail report screen. Authorized users simply click the "L" field of the record that needs to be
locked or unlocked. Exhibit 13 shows the location of the "L" field on the call detail report.
When a call recording is locked, that recording cannot be deleted until the recording is unlocked.

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Pr~s

Vllldlltlcn Denied

No CoDed eels

V!IIdlIlion Denied

BNS ICoJed in Fraud
Control

OM 0 Cd Accepted Caled Party Hung Up

Exhibit 13. Call Lock Option via Call Detail Report
Selectable Recording
LazerPhone allows user selectable recording parameters. Designated telephone numbers to be
recorded are entered into the program and LazerPhone instantaneously commences call
recording. LazerPhone also allows easy "on and off' of call recording. Search and playback of
recorded calls is instantly available to the user.

Control of Playback Functions
LazerPhone's recording module allows for complete control of all playback functions by system
users via the WorldCom-provided workstation. The LazerPlayer screen, shown in Exhibit 14,
allows authorized users to play, stop, or pause the playback of recorded calls using the buttons as
indicated.

-'lgeU Llzer'hone - An Integrlted CIII Control, Monitoring, and Recording 'Iatform

(

(

+:.----

WORLDCOM

(

(,
Exhibit 14. LazerPlayer SCreen.
The user simply moves the slide bar to the desired location, to fast forward or to rewind portions
of the recorded call

Call Send Feature
LazerPhone's recording module allows an authorized system user the capability to send the
playback of a recorded conversation to any telephone number within the Continental United
States.

·Page24 •
LazerPhone - An Integrated elll Control, Monitoring, and Recording Platform

j

I,

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WORLDCOM
Lazer!.hone Regorting CagabilW.es
LazerPhone provides powerful, detailed, accurate reporting capabilities - all in real time.
Queries to the LazerPhone system via the call search screen create powerful, informative reports
using the facility's call detail information. These queries can request both general and specific
call detail information using the variety of parameters available at this screen. Reports show call
detail information as well as statistical information stored on the facility's LazerPhone system.
LazerPhone provides a variety of reporting options in a user-friendly Windows environment.
Facility administrators can run all LazerPhone reports on-site. Standard reports available using
the report screen include:
•

Call Detail Report

•

Trunk Activity Report

•

Frequency Report (by Origination Number)

•

Frequency Report (by Destination Number)

•

Frequency Report (by Trunk ID)

•

Frequency Report (by PIN, if applicable)

•

Call Traffic Analysis

•

Last 100 Calls Report

•

Audit Log Report

•

Ad Hoc Reports.

Each LazerPhone administrative workstation uses a Web-based interface to generate powerful
and flexible reports on a host of activities.
The amount of information contained in each report is dependent upon the user's access level.
Access levels ensure that users have access to information on a need to know basis. Designated
facility personnel establish these levels during the initial installation of the system.
LazerPhone maintains a record of all call attempts including, but not limited to: accepted calls,
rejected calls, calls to collect call blocked numbers, calls where the inmate hung up prior to
acceptance or rejection, inmate partially dialed calls, and calls to disallowed numbers or to
telephone numbers not contained on the allowed calling list.
The call detail record for every attempted inmate call contains the following information:

·Plge25 •
LazerPhone - An Integrlted CIII Control, Monitoring, and Recording Plltform

('

+:.----

WORLDCOM
•

The physical inmate telephone from which the attempt was made

•

Date and call start/stop times

•

Call duration

•

Inmate PIN used

•

The telephone number dialed

•

Call billing type (collect or debit)

•

A system-recognized attorney call

•

Call Hstart" code

•

Call termination or Hend" code

•

Outgoing trunk the system used for the call.

Reports for each of these categories are available real time and can be accessed with the proper
security from any facility administrative workstation. This detailed information can be used not
only by investigative and agency staff, but also by WorldCom to resolve system performance
troubles to respond to service complaints by inmates or telephone service subscribers.
The following reports demonstrate the LazerPhone capabilities.

Record, By Day, of PIN Additions or Deletions By Facility
The following screen capture displays the addition or deletion of a PIN by facility. The report
displays when the activity took place, who performed the addition or deletion, and the name of
the inmate assigned to the PIN. Please note the description field contains a 'portable PIN' which
is an inmate that moved to a new facility and the LazerPhone system automatically moved the
inmate's PIN and allowed list to the new facility and removed it from the old facility without any
system administration by WoridCom or the Facility personnel.
Each query performed via the Call Search Screen can be sorted by any of the above-listed fields.
To sort the search screen by a specific field, the system administrator simply clicks the HSort By"
pull down menu, then select the field. The calls may be sorted in ascending or descending order
by selecting the option beside the "Sort By" menu.

Audit Log Report
The audit log report contains information about the activities of authorized users. The audit log
report contains the following information:
-Pag82& Laz8rPhone - An Integrated

call COntrol,

Monitoring, and Recording Platform

(

-t'-::-----

WORLDCOM
•

The date and time when the system user logged in or logged otT.

•

The name of the user.

•

The descriptive action that was accomplished during each attempt in gaining access to the
LazerPhone system.

Exhibit 15 contains a sample screen capture of the Audit Log Report.

48
49

so
51
52
53
54

5'
.56
\

j7

58
59

60
61
62
63
64
6'
66

Pottia\MCI
Pottia\MCI
Porti4\MCI
Porti4\MCI
Portia\MCI
Shareo\MCI
Shueo\MCI
Shuoe\MCI
Shueo\MCI
Portia\MCI
Portia\MCI
Portia\MCI
Jo co\MCI
Shuee\MCI
Shareo\MCI
Sharoe\MCI
Sharoe\MCI
Sharoe\MCI
Sharee\MCI

713112001 2:43:$8 PM

7/31120012:43:$8 PM
713112001 2:43:51 PM
713112001 2:43:51 PM
7131flOOi 2"37:<fl PM
7131flOOi 2:33:24 PM
713112001 2:32:21 PM
7131alOI 2:29:46 PM
71311200122626 PM
7131flOOi 226:26 PM
7131flOOI2:26:26PM
713112001 2:16:01 PM
713112001 :11500 PM
7131120012:14:36 PM
713112001 2:13:51 PM
7131alOI 213:33 PM
713112001 2:12:38 PM
713112001 212:Z3 PM

Added now Allow List Number fOf 296561 at 9117 8048475W
Added new Allow List Number fOf 296561 at 9117 8048474179
Chen
Irlmato Bllmeo for25l6568 at 9117 N - oft'sotO
AddednowPinJ96S68atfuilit 9117 UVAR
ed Anow Iis1 Numbor dotails for 294J06 at 9117 8047338663
odAnowlis1Numbor details for294S62 at91177572000776
odAnowlis1NU1llbor details for293J96 at91177188589117
Ch od Anow List Numbor details for 288899 at9117 2.567400271
Addodnow Allow List Number for 25166Z3 at 9117 7m4S.5913
Cb
lnmate Bllmco for2966Z3at9117 N - olfsetO
Added now Pin 296623 at fa' 9117 WIlliAM
ed Pin 296238 • at fac
9117 HERBERT
ed Anow List Numbor details for 292765 at 9117 80497737010
ed Anow Iis1 Numbor details for 292765 at 9117 8049173740
Chan ed Anow Wi Numbor dotails for 292765 at 9117 8049730623
Chan od Anow List Number details for 292765 at 9117 j4Q'432096
Ch ed Anow List Number details for 292765 at 9117 804j896743
Chllfllted Anow List Number details for 292765 at 9117 804j101068
0

0

o

,

Exhibit 15. Audit Log Report.
Frequently Called Numbers by Inmate Phone
The report shown in Exhibit 16, displays the most frequently called destination numbers. These
records may be sorted by date and time and will appear in descending or ascending order.

·Page27·
LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

(

(

+:.----

WORLDCOM

(

Frequency Report by Destination

:2
3
4
6
7
8

10
11

12
13
14
16

17

80451180

13

8049180
7039715

8
4
4
4
4
3

757G11
8043319
7518336
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3

7036333
7033614

3
3

8007T6

3

3014J05
8047432
4105519
4107830

3

3
:I

Exhibit 16. Frequently called Numbers By Inmate Phone.

·PIge28 .
uzerPhone - An Integrated Call Control, Monitoring, and Recording Platform

(

(

~._----

WORLDCOM
Frequently Called Numbers by PIN
This report shows the most frequently called destination numbers using sorted by PIN #
9900959.
I .

2

Frequency Report by PIN

24048.s60914
24069310307

11
10
10
10
10
9
8
7
7

3

4
6
7
8
9

10
11
12
13
14
16
17

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23977370326
ml5«lOO416
24119J91016
24101010212
24034210803
23731030926
24061370423
241236SlO507
24107830611
24060680807

6

6

4

2406.s9305l.5

4

24061J3OD6

4
4

24069421J08

Exhibit 17. Frequently Called Numbers Sorted By PIN.

-Page2.LazerPhone - An Integl'llted Call Control, Monitoring, and Recording Platform

(

(

+:.----

WORLDCOM
PINes) in use
The following screen capture displays all active and inactive PINs, the name of the inmate
assigned to the PIN, when the PINs were created and the date the PINs were last modified.

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Exhibit 18. PINs In Use.

-Page30LazerPhone - An Integrated

~.t.

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Called numbers by PIN
The following screen capture shows called numbers sorted by PIN.

2

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ONe

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6

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Prompts

Exhibit 19. called Numbers by PIN.

-Page31LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

(

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+:.----

WORLDCOM
Duration of Calls
The following screen capture displays all calls sorted by duration.

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Exhibit 20. Calls Sorted By Duration.

-"'g832·
LazerPhone - An Integnlted CIII Control, Monitoring, and Recording Platform

"1-.----

WORLDCOM
(

Date and Time of Call
The following screen capture displays all calls sorted by originating date and time.

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ORF

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2

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8111200I 11:58:43
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8111200I 11:58:29
AM
811 12001 11:27:05
AM
8111200I 11:13:55
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81112001 11:12:49
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811 12001 11:09:13
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811 f2OO1 11 :02:48
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8" 12001 11:01:33
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8"1200110:13:10
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0:00:00

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0:00:00

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0:00:00

$0.00

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0:00:00

$0.00

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0:00:00

~.OO

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0:00:00

$0.00

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0:15:00

$8.75

0:00:00

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0:00:00

$0,00

0:00:00

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0:15:00

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Exhibit 21. Calls Sorted By Date and Time.

-'age33uzerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM
Call Charge- Local, Intralata, Interlata
The following screen capture displays all calls sorted by the call type of local, intralata, or
interlata.

1
2
3

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DIlM

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02:37

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7574687928

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$0.00
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10.00
10.00

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llO43031487

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07:55

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81612001 12:45:28 PM

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10.00
$0.00

4
5
6
7

8

12
13
14
15
16

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8Q49lB88Z2

8I8J2OOI 12:50:34 PM
8.61200112:50:17 PM
8.61200112:49:51 PM

lI.6I2OO1 12:41 :15 PM

coted Sl8tlon to St8llon
Colec:t SI.ian to St8IIOn
Coeect Stelian to SIdon
CoIeclSleliantoSlelllon
CoIec:t SteIian to S1elIan
COIect SteIian to stetlon
CoIecI SteIian to S1eIIGII
coted Stetian to SlaIlcn
CoIecl Station to stallm
CohcI SletiGn to stClllm
CoIeet Slelian to stdGn
coted Slelian to Stetlon
CoIecI Slalion to stallCIIl
CoIecI Slelian to Stetlm
CoIect SlIlIIan to Stetlm
Colect Sletian to Stlltfm

lI1rasl.e rmertste

tternet (ISP)

Locel eel (Prinary) Wernet (ISP)
ttrastete lnterleta ~(ISP)
Local eel (Prinary) IItemet (ISP)
ttrestete tnterIeta lrtemd (ISP)
Local 011 (Pmlary) Wernet (ISP)
Local eel (Prinary) lrtemet (ISP)
ttrastele ln1ertet1l
lntraslete lnterleta
ttrasteta lnlllrleta
tterstate lnIerleta
Local eel (~)
Local eel (Prinary)
Local eel (Prinary)
Local eel (Prinary)
I.oellI call (Prmary)

Wernet (ISP)

Internet (ISP)

Wernet (ISP)
lrtemet (ISP)
ttemet (ISP)
Wernet (ISP)

tnemet (ISP)
tnemet (ISP)
lrtemet (ISP)

Exhibit 22. calls Sorted By call Type.

-Page34LazerPhone - An Integrated Can Contral, Monitoring, and Recording Platform

(

+:.----

WORLDCOM
Inmate Phone By Location
The following screen capture displays all calls sorted by location of the inmate telephone within
a facility.

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Exhibit 23. Calls Sorted By Location of Inmate Telephone.

-Page 35 -

LazerPhone - An Integrated Can Control, Monitoring, and Recording Platform

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Traditional Call Detail Report
Queries to the LazerPhone system via the call search screen create informative reports using the
facility's call detail information. These queries can request both general and specific call detail
information using a variety of parameters. Reports show call detail information as well as
statistical information stored on the facility's LazerPhone system. The call search screen offers
various standard system reports that can be generated for specific periods of time and with an
assortment of filters. Exhibit 24 is a sample of the results of a query performed using the
system's call search screen, requesting the standard call detail report. This report, in call detail
report format, includes calls for a single day between noon and II :59:59 p.m. and does not
include any filters.

2

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00:00

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14:18

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Control

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S1~

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~I

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Exhibit 24. Sample Call Detail Screen.

·PIge31·
LazerPhane - An Integrlted Call Cantral, Monitoring, Ind Recording Platform

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WORLDCOM
The fields illustrated on the above call search screen query are defined in the following table.

Exhibit 25. Can Detail Report Fields
Field

DefInition

Rec#

The unique number identifying each record

R

A recorded conversation is attached to this record

N

A RICH Notes record is attached to this record

l

This record is locked and will not be deleted until unlocked

K

This record contains Key Word(s) as previously defined by a
system user

Station

Telephone number of the inmate telephone where the call
originated

Site

Indicates the location of the inmate telephone station within the
facility (such as Housing Unit #)

Destination

Telephone number of the called party

PIN

The inmate PIN entered at the start of the call

Date/Time

The date and time the call began

length

The total length of the inmate call

Cost

The total amount billed to the called party

Start Code

Defines the action that occurred to initiate call

End Code

Defines the action that terminated the call

-Pag.37LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM
Total Calls by Facility Report
The following screen capture displays the total number of calls by facility for a given time
period. This type of report is helpful for identifying low volume trends that may lead to
suggestions on how to improve call volumes.

8

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2303
3053
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2497

2483
2489

2428
2298
3199
3288
2824
2372
2294

Exhibit 26. Total Calls By Facility.
The above report of number of calls per day can also be viewed in chart form as shown below:

-Pag.31I.8zerPhon. - An Integrated Call Control, Monitoring, and Recording Platform

.

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WORLDCOM
Originating Number Call Detail Report
Exhibit 27 is a screen capture of the LazerPhone call detail report by originating inmate
telephone.

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Exhibit 27. Originating Number Can Detail Report.

·Page3. LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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(

Destination Number Report

The following screen capture displays all call records sorted by destination number.

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Exhibit 28. Destination Number Report.

;'

·Page4O •
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Disallowed Calls by Phone
Exhibit 29 displays all disallowed calls sorted by originating inmate telephone number. The end
code field shown in the last column identifies the action that terminated the call.

2
3

4

(

5
6

7

B
9

819J2C01
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- ·..·014 OPM
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9:23:23 AM
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9:21:44 AM
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9:21:22 AM
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9:20:38 AM
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9:20:02 AM
BI9J2001
9:19:57 AM

00:00

$0.00

No Answer

00:00

$0.00

VaJid81lon Denied

00:00

$0.00

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during Promjlts

00:00

$0.00

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during Prompts

00:00

$0.00

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00:00
00:00

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$000
$0.00

No Collect Cans

caJled Party Hung

UP
Station Hangup

during Promjlts
Caned Party Old Nci
Accept
Station Hangup

during Promllts

Exhibit 29. Disallowed Calls By Inmate Phone.

-Pag841LazerPhane - An Integrated Call Control, Monitoring, and Recording Platform

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(

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Disallowed Calls by Pod
The following screen capture displays all disallowed calls by phone location.

2

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4

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6

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Exhibit 30. Disallowed Calls By Location.

-'ag.42LazerPhon. - An Integrated Call Control, Monitoring, and Recording 'Iatform

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Disallowed Calls by PIN
The following screen capture displays all disallowed calls by PIN.

r.~
2

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i .

Exhibit 31. Disallowed Calls By PIN.

-Pale43uzerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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(

Custom Report Wizard
By selecting the custom report wizard button, authorized users can create specialized reports
using only the necessary parameters. As illustrated in Exhibit 32, users have a variety of options
when creating a specialized report, Le., users can select tables of information as well as specific
fields. In addition, users can choose specific filters to be used in the report as well as the sorting
method, Le. ascending or descending.

(
/

Exhibit 32. Custom Report Wizard.
All custom reports can be saved and added to the report drop down menu available at the
LazerPhone call search screen toolbar. Once saved, these reports can be run at any time. These
reports can also be edited or deleted as necessary.

Separate Institution Totals and Statistics
Any of the available reports can be created by facility or globally for facilities and sorted per
institution.

-'age44LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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All Institutions Total and Statistics
As demonstrated in the provided screen prints of this section, call detail totals and statistics can
be obtained for all locations.

Total Calls
Through the use of the wizard function, the total call report can be set up real time by any
number of factors such as by facility, phone and inmate PIN.

Daily Statistics
Through the use of the wizard function as described above, daily statistic reports can be set up
real time by any number of factors such as by facility, phone and inmate PIN.

Monthly Statistics
Through the use of the custom report wizard described above, monthly billing statistic reports
can be set up real time by any number of factors such as by facility, phone and inmate PIN.

·P8ge45 •
LazerPhone - An Integr8ted C811 Control, Monitoring, 8nd Recording PI8tform

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WORLDCOM

The system call retrieval functions allow authorized users to search for specific conversations
using the following criteria
•

Start Time/End Time

•

Start Date/End Date

•

Inmate PIN (ifapplicable)

•

Rich Notes

•

Origination Number (inmate station)

•

Destination Number

•

Inmate name

•

Outgoing Trunk ID

•

Duration of Call

English and Spanish System Capability
LazerPhone can respond to English and Spanish speaking inmates. LazerPhone can also support
up to nine additional languages.

PIN Administration
The proposed system can pre-record the inmate's name for use as part of the automated operator
call announcement that is played to the called party. Once an inmate's name has been recorded,
the system will retain this recording as part of the inmate's PIN and profile information and will
not require nor prompt inmates to record their name during any future calls attempts.
The inmate's name can be recorded in two ways. After an inmate's PIN has been entered into
the system and call attempt is made, the system will prompt the caller to state his or her name.
This method can be restricted to specific inmate telephones in a facility. The second way
requires a facility administrator to record the inmate's name using a specific/dedicated phone
connected to the on-site system or a microphone that is connected to one of the system's
administrative workstations. The system also enables an inmate's name to be re-recorded should
the need arise.
LazerPhone can support most current inmate telephone PIN formats (i.e., based on social
security number or a unique system-generated PIN code). LazerPhone can generate new random
-Pag.46LazerPhane - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM
and unique 6- to 16-digit PINs. Whether an inmate is assigned a PIN automatically by the
LazerPhone system or manually by the customer personnel, the PIN will be activated
immediately.
LazerPhone can provide automated PIN administration for each facility. Inmates can register for
a telephone PIN by entering their assigned booking/facility number via the LazerPhone keypad.
LazerPhone can automatically generate and issue a unique inmate PIN. Inmates will be notified
of their automatically generated PIN through the facility's mail system.
All PINs are stored in a secure, centralized database. Only authorized personnel are granted
access to the password protected-database, as shown in Exhibit 33. LazerPhone's database
enables system or PIN administrators to quickly modify or deactivate an inmate's PIN.

Exhibit 33. PIN Administration Screen.

-Page47LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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(

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(,

Exhibit 34. PIN call Block I Allow SCreen.
All or only specific LazerPhone options and services can be made available to each inmate
through the assigned PIN. The following features can be customized by PIN:
•

Call Allow List. This feature limits each inmate to have as many or as few call allow
numbers as the facility administrator requests. If a called number is not on the inmate's
approved list, the LazerPhone system will not allow the call to be completed. Each call allow
list can store from one to one million IO-digit assignments.

•

Call Duration. Each PIN can have a different call duration, ranging from I minute to 255
minutes in I-minute increments. A warning prompt or tone will notify the inmate that the
duration of the call is approaching the preset time limit.

•

Call Velocity. An inmate can be restricted to the number of calls he/she can make during a
specified time period. This time period can be set in a variety of units, include minutes,
hours, days, weeks, months and years.

•

"Hot Number" by PIN. Facility personnel can enter "hot numbers" via the on-site
workstation. If an inmate attempts to dial one of these numbers, LazerPhone dials up to three
administrative phones (programmed as requested by the facility administrators) and reports
·Page48 •
LazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM
the number from which the call is being made, the number being dialed. and the inmate
making the attempt (as identified by PIN). LazerPhone will make three attempts to complete
these calls.

•

Call Detail Reports. When PINs are in use, facility personnel can create reports that include
inmate PINs for use in sorting or printing reports by PIN.

•

Phone Scheduler. Each PIN can be programmed to include a specific schedule of phone
usage times. An inmate can be restricted to specific time-of-day, day-of-week, or holiday
calling.

LazerPhone allows facility personnel to maintain complete control of individual inmate call
allow lists. The call allow list can be modified at any time by WorldCom personnel with the
appropriate security profile. Information in this list includes phone number, description (such as
"grandmother's home phone"), creation date/created by, modification date/modified by, and
whether the number is currently approved. In addition, the inmate's PIN information allows for
a block lock list in the same fonnat as the allow list.
The name and location of the telephone number will be provided electronically to the facility.
The system can be altered to give pre-approval rights before any number is added to an inmate's
allow list.
(

LazerPhone allows from one to one million approved, allowable destination numbers per inmate
PIN. Furthermore, the system allows one to one billion approved and allowable destination
numbers per each facility LazerPhone installation.
Exhibit 35 depicts a screen used to generate a PIN for a new inmate. Exhibit 36 shows a
configuration for an inmate PIN. Exhibit 37 is a notional list of all available PINs from which a
single inmate PIN can be selected and then modified via the inmate change screen.

·Page49 I.8zerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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exhibit 35. Automated PIN Generation Feature.
(.

-PageSOLazerPhone - An Integrated Can Control, Monitoring, and Recording Platform

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Exhibit 36. Inmate PIN Configuration.

·PageSlLazerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM

000000000
000000001 000000

TEST. TEST

000000009 000000
000000010 000010

pin, test

TEST. TEST
PIN, TEST
Test. Pin

000000011
000000012

TEST. PIN

000000013
000000014

Test. Pin
Pin, Test

AnowList
AnowList
AnowList
AnowList
AnowList
AnowList
.A11owList
AnowList

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JC
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OR
EU
CA
CU

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Exhibit 37. List of Available PINs from Which a Single Inmate PIN Can Be
selected and Modltled.
System Failure Telephone Disconnection
Should WorldCom's system experience a catastrophic failure caused by, for example, a loss of
power, all of the inmate phones are automatically disconnected and remain in an inoperable
condition until such time that the system is returned to satisfactory operations.

Unlnterruptlble Power Source
Each LazerPhone system includes an industrial-grade uninterruptible power supply (UPS) unit
that provides surge protection to the system and its components. The UPS system is capable of
providing up to 30 minutes of back-up power to allow for continued processing and recording of
inmate calls in the event ofa commercial or back-up power failure. If the power is not restored
in 30 minutes, the LazerPhone system automatically performs a clean shutdown, thereby
preventing inmates from placing any calls and safeguarding all data.
To further safeguard the system from power outages, WorldCom recommends each on-site
system be connected to the facility's back-up generator power system via separate and dedicated
-Page 52 •

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circuits and breaker panel. Upon restoration of commercial power or back-up power, the
LazerPhone systems can automatically recover without human intervention and begin processing
and recording inmate call attempts.

User-Friendly Voice Prompts
The LazerPhone system uses a number of user-friendly voice prompts and message
announcements. The following describes the call set-up process that the inmate hears, a list of
the return message announcements, and the call announcement and acceptance announcement
heard by the called party:

This is WorldCom. This call is subject to monitoring and/or recording.
You have a collect call from [INMATE'S PRE-RECORDED NAME)) who is an
inmate at [FAOLITY NAME). If you wish to accept this call, press or dial
"5" and hold; to deny, press or dial "0" and hang up. If you wish to block
any future calls of this nature, press or dial "7" for further information. To
hear the rates for this call, press or dial "9."
Although the prompt asks the called party to press or dial "0" for refusal, should any number
other than "5," "7," or "9" be pressed or dialed, the call will not be connected. If the called party
makes no response, the message will repeat three times and, if no response is made, the call will
be terminated.
During call set up and call acceptance, the inmate is placed on hold and is not able to
communicate with the called party. This precludes the possibility of either the inmate
conversing with the called party prior to call acceptance as well as the ability of the called party
to deliver a message to the inmate.
LazerPhone can also be configured to play periodic overlay announcements throughout an
inmate's calls. This announcement can include any information requested by the customer such
as, "This call is from an inmate at the {correctional facility name}"
Presented below are the messages inmates receive under specific conditions:
•

When the destination number is busy: "The called number was busy; please try your call
later."

•

When the called party does not answer, ring/no answer: "The called party did not answer;
please try your call later."

•

The called party does not press or dial the DTMF to accept the call: "The called party did
not accept your call."
·Pages3·
LIIzerPhone - An Integrated Call Control, Monitoring, and Recording Platform

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WORLDCOM
•

If the called party has previously requested a block on the destination number: "The called
party has placed a block on this number."

Warning Statement
LazerPhone's "warning statement" is heard by both the inmate and the called party, and states:
"This call is subject to monitoring and/or recording". The statement can be in both English and
Spanish. The statement is disabled, and no recording occurs, when the inmate places a call to his
or her attorney 0 f record.
LazerPhone is typically configured to provide a message similar to the following:

"This is WoridCom. This call is subject to monitoring and/or recording. "
"You have a collect call from [INMATE'S PRE-RECORDED NAME]) who is
an inmate at [Facility Name]. "
"If you wish to accept this call, press or dial '5' and hold. To deny this
call, press or dial '0' and hang up. If you wish to block any future calls of
this nature, press or dial '7' for further information. To hear the rates for
this cal/, press or dial '9~ "
Although the prompt asks the called party to press or dial "0" for refusal, if any number other
than "5", "7", or "9" is pressed or dialed, the call is not be connected. If the called party makes
no response the message is repeated three times and, if there is stilI no response, the call is
terminated.
During call set up and call acceptance the inmate is placed on hold and is not able to
communicate with the called party. There are two benefits to placing the inmate on hold. First,
this prevents the inmate from conversing with the called party prior to call acceptance. Second,
this prevents the called party from delivering a message to the inmate.

-'a..e54LazerPhone - An Integrated call Control, Monitoring, and Recording 'Iatform

(

IDC SAMPLE Inmate Phone System Information
I. Submit new numbers only on a/nmole Phone Syslem Sheel.

You can onlv add or delete numbers every ..'<XX davs.
b) The Inmale Phone Syslem Sheet needs to be filled out in ink and readable.
c) Do not use red ink.
d) When submitting any number you must have thename and address for that number.
e) You are allowed twenty numbers maximum on your calling list. This does not include
attorney numbers. (SEQ Units at
are allowed five numbers)
a)

2. Attorney numbers: You must have a letter from your attorney, on attorney letterhead, requesting
hislher number to be placed on your calling list. Only the numbers submitted in the attorney letter
will be added.
3. If you have already submitted a number and that number is not working, fill out anlnmale Phone
Trouble Reporting Sheet. Please write down the recording vou are receiving.
4. Dialing Instructions: press I for Spanish or 2 for English, put in PIN number, then
dial area code + phone number, wait for number to be processed. If prompted , state name.
5. If you receive the recording 'inmate calls to this number cannot be processed', the number
being called has been blocked by WorldCom. The person you are trying to call shwld contact
WorldCom at 800-231-1093.
6. If you receive the recording "collect calls to this number cannot be processed", the number
being called has been blocked by the local phone company. The person you are trying to call should
contact their local phone company.
7. If you receive the recording ')'ou have entered an invalid access code" you should fill out a
Inmate Phone Trouble Reporling Sheet with all blanks filled in. (write down the recording)
8. If you have submitted anumber and still receive the recording h!Drry this number is not on your
calling list" you should fill out a Inmale Phone Trouble Reporting Sheet with the number listed that
is not working.
9. If you receive the recording "please hang up and try your call again" then the number you
are calling has been disconnected or is no longer in service.
10. Call is disconnected stating "8 third party call has been detected your call will be terminated
immediately", there are several things that can cause this to happen. Listed below are the most
common.
a)
b)
c)
d)
e)

Three way calling
Talking on a cordless phone or cellular phone
Called party answering call waiting
Called party switching to an extension number.
Party line
f) Called party is in a rural area
g) Storm in area at time ofcall

Three way calling is an abuse o/phone privileges and can result in disciplinary action.

I

I

TRACY STEWART

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Central Region Program/Project Manager
SUMMARY OF OUALIFICATIONS AND EXPERIENCE
l\.1r. Stewart has worked in the Telecommunications industry for 16 years focusing in the areas of
program/project management, technical sales support, customer service, toll fraud investigations and internal
security. Since joining MCI in 1985, l\.'lr. Stewart has gained experience in Operator Services for private
payphones, university donns, hotels, hospitals, and prisons. He has spent the last 11 years supporting inmate
telephone call control and monitoring and recording systems. He currently oversees all installation and
maintenance activities for MCI WorldCom's correctional customers in a 12-state territory.

EXPERIENCE
MCI WoridCom, Manager - Central Region Field Operations (12/96 - Present)

Mr. Stewart is responsible for MCI WoridCom's operational activities for correctional and payphone activities
within the Central United States territory with active contracts in 12 states totaling over $90M in annual
revenues. His responsibilities include managing a staff of Technical Support/Program Managers whom are
responsible for providing day-ta-day account management, technical support and customer service to
specialized State Government Departments of Corrections (DOC) and Local Law Enforcement inmate
calling services. He develops RFP responses for technical specifications, implementation and maintenance
plans. He manages key MCI WorldCom support staff who perform implementation and maintenance
activities, selects and manages MCI WorldCom contractors and equipment providers for high-tech
equipment, and provides customized technical solutions and pricing input for business cases analysis. Mr.
Stewart is also responsible for managing capital expenditures associated with the purchase and installation of
inmate calling and recording/monitoring systems along with annual maintenance budgets. He is the second
level escalation point of contact for all correctional and payphone customers located in his territory as well as
telephone service subscribers to which may have issues surrounding the receipt of inmate collect/debit calls.

MCI Telecommunications, Technical Support Manager - Central Region DOCs & State
Government & Universities (12/93 -12/96)
While in this position, l\.'lr. Stewart was responsible for the implementation and maintenance of inmate calling
services contracts for state correctional and county government facilities in the States of Arkansas, Colorado,
Illinois, Iowa, Missouri, Minnesota and Wisconsin. He assisted sales management and organizational support
staff with technical support and sales strategies. He conducted detailed pre- and post-sale site surveys
including inside and outside telephone cabling and telecommunications equipment requirements. He
managed project implementation for complex service applications starting from pre-sale to completed
installation, testing and certification. l\.'lr. Stewart was responsible for initiating, negotiating, establishing,
maintaining and managing contracts with outside vendors for equipment purchases and on-site facility
equipment maintenance services. He directed the resolution of all service problems, account support
maintenance issues and served as an escalation point of contact for customers and telephone service
subscribers. He was also responsible for providing user training and support to customer staff on the use and
operation of complex inmate call contro~ recording and monitoring equipment being provided by MCI.

MCI Telecommunications, Senior Nation aI/ Government Account Support Consultant - Southern
Region (12/90 -12/93)
While in this position, Mr. Stewart supervised a staff of Account Support Consultants over a 12-state territory

(

(

responsible for providing customer service and performing and managing order entry activities for MCl's
State Government and University customers. As the Senior Account Support Consultant, Mr. Stewart was
direcdy responsible for the implementation, installation and management of large and complex customer
service applications. He was also responsible for the resolution of escalated customer service issues and
worked with internal MCI lvUS staff to create customized ad hoc billing and usage reports to satisfy customer
requirements.

Mel Telecommunications, Investigator/Staff Supervisor - Southwest Division Security &
Investigations (9/85 - 12/90)

Mr. Stewart supervised a staff of five administrative personnel who were responsible for the pro-active and
reactive identification of dial-up code, calling card and 1+ toll fraud activities. He was also responsible for
managing internal main frame information systems user level access profiles and user IDs for all internal MCI
staff located within the five state Southwest Division territory. While in this position, Mr. Stewart worked
with Federal, State and Local Law Enforcement organizations in the arrest and prosecution of individuals
identified as being responsible for committing toll fraud related activities. He also worked with MCl's re-sale
customers in the area of toll fraud and assisted them in developing detection, alarming and reporting systems
in order to minimize their financial exposure and losses.

EDUCATION
Southeast Missouri State University - Biology Major (1978-1980)
Florissant Valley Community College - Electrical and Telecommunications courses (1989-1991)

(

Marty J. Recker, Government Account Representative
SUMMARY OF QUALIFICATIONS AND EXPERIENCE

Mr. Recker has worked In the telecommunications Industry for IS years, focusing In the areas of
program/project management, technical sales support, customer service, and sales management. Since joining
MCI WORLDCOM In 1997, Mr. Recker has acquired extensive experience In the technical support and account
management of some of MCI WORLDCOM largest government customer networks Including the States of
Colorado. Louisiana. Wyoming, Minnesota. Missouri and illinois Department of Corrections. Because Mr.
Recker began his career In telecommunications in customer service, provisioning and network planning coupled
with technical sales support and technical sales. he has a unique understanding of each Account Team members
role and responsibility. This understanding allows him the ability to effectively drive and assist In delegation of
responsibilities to each of Account Team member.

MCI Worldcom. St. Louis. MO

9/2000-Present

Account Representative
•

Responsible for revenue-generating activities associated with MCI WorldCom's correctional and payphone
customers within multi-state region. Scope of responsibilities encompasses managing an annual revenue base in
excess of $50M customer contract negotiation, and long-tenn account management planning.

•

Work extensively with a matrix organization of pre- and post-sale technical resources and customer support
consultants to ensure customer satisfaction. Responsible for coordination, implementation, and management of
customer services and programs.

•

Responsibilities include identifying and articulating customer requirements, preparing and delivering customer
presentations, identifying and developing new revenue opportunities, responding to customer requests and
providing general customer and support service.

Technical Consultant III (8/97-9/2000)
•

Manage Global accounts for State government markets. Support and manage inmate collect calling platforms for
5 state region and the Ameritech franchise territory. Provide additional support for other regions during the bid
process and installation and implementation as necessary.

•

Include large. complex, domestic project covering all service types requiring broad band project management
with bottom line accountability for the success of the implementation and customer satisfaction. Work with the
local account teams and national sales management to develop full implementation plans for presentation to
customers utilizing proven matrix management philosophies to build project teams from the local account team
and the existing MCI infrastructure.

•

Manage multiple on-going projects with very aggressive implementation deadlines and tactfully, drive resolution
in a number of areas with MCIW employees and MCIW external vendors outside of their direct reporting
structure and provide on-going support to the customer directly. Act as first point of escalation for trouble
resolution for the customer. Responsible for bottom line revenue generation and positive margin on revenue sold.

•

Independent direction from account reps and associated sales management chain to position the projects toward
customer satisfaction.

•

Manage and drive the RFP process including research on customer specific requirements, providing technical
assistance and written responses to bids and proposals. Includes verification from sales and MCIW legal
department to insure profitability and compliance.

•

Manage revenue stream ofS35 million dollars tor MCIW Maximum Security product line over life of supported
contracts

Consolidated Communications. Inc.. St. Louis. 1\10

1/1990-8/1997

Technical Consultant (Engineering) 7/96-8/1997
•

Support the entire sales force and contribute to the sale of all products and services including Switched and
Dedicated Long Distance, Operator Services, Private line-DSO, OS I, OS3, CPE, ISDN, Switched 56, Frame

Resumes - Marty Recker

1

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Relay, Internet, Centrex-Resale and 800 Services. Provide technical support functions and direct and on-site
customer support. TC position requires continuous updates on products, strategic pmctices, network and access
cost structures.
•

Assist sales rep and clients in design and implementation of commercial, university and carrier network
applications as they relate to current configumtions and future needs. In addition, assist with trouble shooting
configumtions, protocol issues and equipment sold by eCI and tmin sales on product fit to customer needs.

•

Work with internal personnel and external vendors to satisfy customer expectations.

•

Point of contact for product marketing to assist in product rollout, enhancements, pricing/cost/margin analysis and
training.

•

Work with Local Exchange Carriers (LEC) and Inter Exchange Carriers (IXC) for on-net and off-net applications.

•

First point ofcontact for all other technical consultants in satellite offices when necessary.

•

Work on special projects within CCI engineering for ICB applications.

Application Consultant (Marketing) 1/96-7196
•

Provide support via "Help Desk" environment to sales, customer service and marketing, operations, pricing and
billing for all products and services.

•

Emphasis on screening individual case basis applications and RFPs to ensure profit margin on non-standard
product offerings including ISDN Primary Rate Interface, multiple 800 advanced service applications and
designing off-net customer sites with partnering IXCs.

•

Consulted and performed quality assumnce, optimization and trouble shooting for in-house and on-site for CCI
customers.

•

Provided on-going application and system training and assist product marketing with technical product training for
all CCI employees. Supported product development and rollout by providing customer and industry feedback to
assist in keeping product line broad and competitive.

Application Development Manager (Marketing) 7/94-1/96
•

Provided internal support to technical consultants and product managers for nonstandard applications.

•

Assisted sales force with coordination of complex customer conversions and implementations. Provided quality
assurance and troubleshooting assistance for sales reps, Network Operations Center and customer after completion
of installation.
.

•

Assisted product managers with research and development for new product offerings and writing business plans
and integmted with LEC and oce product offerings.

•

In addition to regular duties, from 1/95-1/96 acted as a product manager for 800-services that included rollout of
advanced services, ANI delivery, 800 overflow, area code routing, percentage allocation, DNIS and time ofday
routing. Managed tracking vehicles, billing requirements, training modules. order forms, procedures and vendor
relationships.

•

Member of Order Billing Forum that provided recommendations for activation of new Numbering Plan Areas for
toll free service.

•

From 1/95-1/96 acted as Carrier Product Manager for 0111+ termination, 800 and private line network services.

Resumes - Marty Recker

2

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Network Carrier Services

(Operations) 1/92-7/94

•

Responsible for switched services and working with carrier sales in buy and/or sell partnerships for network
services.

•

Maintained calling area database within DSC DEX platfonn and updated new codes.

•

Responsible for network optimization via contract negotiation; made recommendations for selection of off-net
overflow vendors through rate analysis, network perfonnance, product offerings, forecasting and strategic
alliances.

•

Initiated orders to provisioning for on-net and off-net services and equal access conversions.

•

Tracked and confinned implementation of CCI name in LEC databases for PIC initiation.

•

Maintained Local Exchange Routing Database and coordinated all initial SS7 and 800 upgrades to the network
before 800 portability.

•

Worked with marketing on network upgrades for product rollout and enhancement.

•

Optimized savings of over $2 million dollars in network costs two consecutive years.

•

Member of Comptel and ACTA.

•

In addition to regular duties, from 12/93-7/94, provided account management services to carrier sales reps and
customers for order tracking, product development, circuit installation, trouble and issue resolution. Interfaced
directly with marketing to insure profit margin.

Provisioning Designer (Operations) 2/90-1/92

•

Responsible for the design and routing of private line, dedicated long distance and infrastructure for CCI network
and external customers.

•

Approve and screen network orders and technical service descriptions received from Order Management and
Network Planning. Ordered access from LECs and lXCs and coordinated installation dates and approved design
layout records.

•

Interface with Network Planning in the design and grooming of the network. Assisted on installation, issue
resolution and trouble tickets with the Network Operations Center and field technicians.

•

Responsible for the integrity of the facilities and engineering database. Determine circuit equipment responsibility
and best designs for assigned customer accounts.

•

From 2/90-7/91 acted as customer service point of contact for order status and implementation for carrier
customers.

•

Responsible for cost variance verification with line costing and resolution with IXCs and LECs.

(

Digital Signal, Southfield, Mf

10/88-2/90

Senior Network Services Coordinator

•

Responsible for coordination or installation and disconnect ofswitched and special access service for long
distance carriers with other IXCs and LECs.

•

Initiated ASRs to vendors and work packages to field technicians for installation. Managed 400-500 orders at any
given time. Acted as customer service point of contact for long distance carriers subsequent to installation.

•

Responsible for network routing of circuits and updating engineering on network and equipment capacity.

Teleconnect, Cedar Rapids, fA

10/87-10/88

Traffic Order Specialist

•

Duties included ordering switched, dedicated, WATs and special access circuits throughout the US Coordinated
orders with Bell operating companies, AT&T, IXCs.

•

Worked closely with line costing for billing verification. Direct interface with network engineering and
optimization for order status and tum-up.

Resumes - Marty Recker

3

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•

Direct contact for marketing for coordination of new market entry.
References available upon request

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Resumes - Marty Recker

4

....~{;.j;:1/~~.""

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_

WORL 0 COM
2000 Annual Report

WORLDCOM
PROPOSAL TO PROVIDE

Inmate Telephone Systems forthe
Idaho Department of Corrections
Response to RFP # ITBOl163

(.

November 15,2001

Submitted by:
MG WorldCom Communications, Inc.

Government Markets
5000 TechnologyDrive
Saint Charles, MO 63304

Submitted to:

(

Lyle GessfOld, Purchasing Officer
Division of Purchasing
5569 Kendall Street
Boise, ID 83706-1231

(-

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)

RFB# mOl163

+:.-----

WORLDCOM

These rates will be fixed for the initial term <thirtv six months) of the contract.
Future rate changes will be negotiated with the IDOC and the State of Idaho
Division of Purchasing.
Please provide the total charges, including any call set-up, for the
following call types. If call set-up charges are ·wrapped" into per minute
charges, indicate so under the appropriate heading. All call rates will
remain constant for calls made during any time of day or day of week.

WorldCom Response: WorldCom understands and has complied.

Listed below WorldCom has provided a description in response to the RFP contract base
term and extension years which were clarified via Amendment 5 released on October
29th, 2001.

Additionally, per RFP section 5.3.10 that allows Vendors to submit Multiple Proposals
and was further clarified during the State Pre-Bid Conference held on October 19th, 2001,
WoridCom respectfully submits an alternative contract term length and rate offer for
review and consideration by the State.

(-. ,

Following paragraphs described each of the Rate Options in detail:
State Required Three (3) Year Base Term, Plus Three (3) I-Year Renewal Options
Contract Term Rate Proposal: Under this Option, WoridCom will fix the rates for the

initial three (3) year base term ofthe agreement and will negotiate in good faith to again
fix the rates in advance of any and all three (3) one (1) year renewal options taken by the
State.
Alternative Rate and Term Offer: Per RFP Section 5.3.10, that allows for Vendors to

Submit Multiple Proposals, WorldCom has provided a second rate and contract term
offer. This rate offer provides for lower end user rates in exchange for a five (5) year,
base contract term with a one (1) year renewal option. WorldCom will fix the lower end
user rates for the entire five (5) year and will negotiate in good faith to again fix the rates
in advance for the option year.
WorldCom understands that all future rate changes will be negotiated with the IDOC and
the State ofIdaho Division of Purchasing.
Inmate Rates are listed in RFP Response 7.1.2. CWC TariffRates are included in the
tariffincluded in the Pricing Section of this Proposal.

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ITable of Contents

section 7, Page 2

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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WORLDCOM

Table of Contents
SECfION 7 COST AND REVENUE REQUI:R.EMENTS
7.1.

7.1.1.
7.1.2.
7.1.3.
7.1.4.

COST BASiS

Department Priorities
Call Cost
Rate Basis
Franchise Fee

1
1
1

3
5
6

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I Table of Contents

section 7, Page I

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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WORLDCOM

Section 7
Cost and Revenue Requirements
7.1.

COST BASIS
Proposal Section 7 (all copies) must be in a separate sealed envelope from the
remainder of the proposal, and no price information may appear in any other
proposal section.

WorldCom Response: WorldCom understands and has complied.

7.1.1. DEPARTMENT PIUOIUTlES
Assuring that the functionality and contractor support required in this RFP is in
place.
Assuring that the lowest possible rates are charged to the called parties for all
call types. These shall indude all charges, including call set-up charges and
per minute charges for any call placed and accepted.

(

Obtaining income. The Franchise fee added into this procurement will not be
used in measuring Vendor responses, nor should they be included in the
responses.
Types of calls are consistent from all Department facilities. They indude:
•
•
•
•

Local (induding extended community calls) calls
IntraLATA calls
InterLATA calls
Interstate calls.

There are a minimal number of international call requests which are handled on
a case-by-case basis. The present maximum call length for all locations is thirty
(30) minutes. The number of calls placed and total minutes (for calendar year
2000), per Department location, are induded in AUachment 2. List your
proposed rates on the Call Cost Analysis Sheet below. These listed rates will
be used in the measurement of the Vendor's RFP response and negotiated into
the final contract. There will be only one set of rates for the entire Inmate
Phone System for Institutions. Submit your proposed rates for calls at CWCs.
These rates will not be used in scoring this RFP.

ITable of Contents

section 7, Page 1

I

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Inmate Phone service for
Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

7.1.2.

CALL

"'.k-----

WORLDCOM

COST

WorldCom Response: Provided below are the rates associated with each of the proposal
options described in 7.1.1 above.
State Required Three (3) Year Base Term, Plus Three (3) I-Year Renewal Options
Contract Term Rates
Proposed Rates:
Call TYDe:
Local:
IntraLATA:
Inter LATA:
Interstate:

Set-Up Charge
$1.80
$1.25
$2.25
$2.45

Per Minute Rate
N/A
$0.15
$0.30
$0.45

Alternative Rate Proposal: Optional Five (5) Plus One (1) Year Renewal Option
Contract Term Rates
Proposed Rates:
Call Type:
Local:
IntraLATA:
Inter LATA:
Interstate:

Set-Up Charge
$1.75
$1.10
$2.25
$2.45

Per Minute Rate
N/A
$0.15
$0.26
$0.45

Community Correctional Rates: In order to allow residents of the Community
Correctional Centers to make un-restricted calls using un-restricted billing alternatives
such as coin. pre-paid cards and 1-800-eOLLECT type services, as required by the RFP,
the rates charged from the Public Payphones in these centers will be per WorldCom's
Consumer Tariff as amended from time-to-time. This tariffhas been included in this
Pricing Section of the Proposal.

ITable of Contents

section 7, Page 3

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Inmate Phone service for

Idaho Deparbnent of
Corrections (IDGC)
RFB # ITBOl163

(

~-----

WORLDCOM

Evaluation of call cost will be based on Calendar year 2000 actual usage of the
IDOC Inmate phones.

WorldCom Response: WorldCom submits, that the above referenced Calendar year
2000 call statistics provided in RFP attachment A are incorrect due to an error in
formatting. WorldCom has provided below the corrected statistics as confirmed by the
State ofidaho on November 13,2001. WorldCom understands and accepts the State's
intent to utilize the Calendar Year 2000 actual usage of the IDOC Inmate Phones for
calculation and evaluation of the Vendors proposed rates with the understanding that the
corrected statistics will be used.

Co"ected Calendar Year 2000 Actual Usage ofIDOC Inmate Phones

(-.

Calls

Minutes

Local

209,442

4,098,760

Intra Lata

85,866

1,432,961

InterLata

61,379

704,152

InterState

86,256

1,033,172

Proposers must describe how time is measured for billing purposes. Explain
how partial minutes are billed. This billing for partial minutes will be used in the
call cost scoring.

WorldCom Response: As with all WoridCom Operator Services, WorldCom will bill all
Collect Inmate Service calls in whole minute increments. Partial minutes will be rounded
up to the next minute. For example, a call for 1 minute and 30 seconds would be billed as
a 2-minute call.
Per Amendment #5 issued by the State on October 29,2001 all inmate collect calls to
attorney numbers within the local calling area as defined by the local serving exchange
carrier for each ofthe 8 adult IDOC facilities will be free of charge.

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Inmate Phone service for

Idaho Department of
Corrections (IDOC)
RFB # ITBOl163

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WORLDCOM

7.1.3. RATE BASIS
Charges for telephone calls are generally based on tariffs, regulations and/or
standards as well as the Vendor cost related to providing the service. These
may be under the jurisdiction of the Idaho Public Utilities Commission or the
Federal Communications Commission. If this is the basis for rate calculations,
used above, and the basis is reduced, any reduction must be immediately
passed onto the called parties accepting calls under this contract. Such
reductions must be provided to the Department in writing.
Please confirm that any rate reductions will be incorporated into the rate
structure of this contract and the method of notification which will be
used. Also provide a listing of applicable tariffs, regulations and
standards used in the calculation of the proposed rates.

WorldCom Response: WorldCom understands and will comply
The rates proposed in response to this RFP were calculated based upon the cost of the
required call process and recording equipment, services requested in the RFP to include
technical requirements both mandated and desired, the franchise fees and the State's
desire to offer lower fixed term rates for end users. Consideration was also given to
regulations and standards set by the FCC and Idaho Public Utility Commission.
Upon contract award, WorldCom will follow the necessary procedures to file the
proposed Inmate IntraState rates with the Idaho Public Utility Commission. The Public
Payphone rates proposed for use in the Community Correction Centers are currently on
file with the Idaho Public Utility Commission and WorldCom's proposed InterState rate
offer is currently on file with the FCC.
WorldCom will notify the State in writing, in the event that changes occur that would
require rate reductions during the life of the contract. End users will be notified through
recorded announcement, billing notice and/or inmate mailers.

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Inmate Phone Service for
Idaho Department of
Corrections (I DOC)
RFB # ITBOl163

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WORLDCOM

7.1.4. FRANCHISE FEE
The present contract does not generate a franchise fee for the IDOC. There will
be a Franchise Fee for this contract in the amount of $92,500.00 per month.
This Franchise Fee will be paid to the IDOC at the end of each month for the
life of the contract. This franchise fee will be fixed for the initial term (two years)
of the contract. Future adjustments will be negotiated with the contractor. IDOC
and the State of Idaho Division of Purchasing. This procurement will be
incorporated into the final contract.
For purpose of measuring Vendor responses to this RFP no franchise fee
factors will be used. Information related to any franchise fee should not be
included in anv Vendor response.

WorldCom Response: WorldCom has read and understands that the franchise fee is
fixed for the initial contract term, thirty six (36) months, and that any future adjustments
will be mutually agreed upon by the State of Idaho Division of Purchasing the IDOC and
WorldCom. As noted in section 7.1.1 above, WoridCom will also fix the franchise fee
for the entire five (5) year contract term of WorldCom's Alternative Rate Proposal.
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[n both proposal offerings, the fee will be paid on a monthly basis to commence upon the
first billing cycle release of collect calls that are sent to the end users.

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