Prison Phone Justice

THE STATE OF IDAHO
DEPARTMENT OF CORRECTION
Volume 1 – Technical Proposal
Request for Proposal for
Inmate Phone Service
Section

1
2

3

Description
Signature Page
Executive Summary
General Information
FUNCTIONAL AND TECHNICAL REQUIREMENTS
02.01 Standards Compliance
02.02 Grade Of Service
02.03 Hardware Requirements
02.04 Privacy And Noise Control
02.05 Signage
02.06 Call Control
02.07 Collect or Debit Outbound Calls Only
02.08 Attorney Calls
02.09 Monitoring and Recording Requirements
Appendix 2-1 – TTY/TTD Cut Sheet and Specifications
Appendix 2-2 – Signage in English and Spanish
IMPLEMENTATION AND ONGOIING SERVICE REQUIREMENTS
03.01 Complete Installation
03.02 Change Over from Existing Contract
03.03 Training
03.04 Support Requirements
03.05 Meetings
03.06 Contract Administration Requirements
03.07 Reporting Requirements
03.08 Maintenance Requirements
03.09 Fraud Management
03.10 Contractor Qualifications *
Appendix 3-1 – Audited Financial Statements *
Appendix 3-2 – Dun and Bradstreet Report *
Appendix 3-3 - Implementation Schedule
Appendix 3-4 – Licensing and Certifications
Appendix 3-5 – Network Diagram
Appendix 3-6 – Test Plan

Page Number

1-1
2-1
2-1
2-4
2-6
2-14
2-16
2-16
2-38
2-42
2-43

3-1
3-1
3-10
3-11
3-18
3-23
3-23
3-25
3-34
3-47
3-47

4

COST AND REVENUE REQUIREMENTS (UNDER SEPARATE COVER.
SEE VOLUME 2 – PRICE PROPOSAL.)

5

PROPOSAL REQUIREMENTS

5-1

6

EVALUATION AND SELECTION PROCESS

6-1

7

SPECIAL TERMS AND CONDITIONS
Appendix 7-1 – PCS Sample Contract

7-1

Exhibits
A

PCS Clients List *

A-1

B

SOPHIA Overview *

B-1

C

Navitel/OTC Inmate Phones and ICOR-24 Cutoff Switches

C-1

D

Sample Escalation Procedures

D-1

E

Sample Disaster Recovery Plan *

E-1

F

Sample Reports

F-1

G

Cell Phone Detector *

G-1

H

INTELLIMessaging *

H-1

* The following sections have been redacted due to the confidential and proprietary nature of
the information they contain:
Appendix 3-1
Appendix 3-2
Exhibit A
Exhibit B
Exhibit E
Exhibit H

State of Idaho
Department of Administration
Division of Purchasing
DIRK KEMPTHORNE
Governor
PAMELA I. AHRENS
Director
JAN COX
Administrator

5569 Kendall Street (83706)
P. O. Box 83720
Boise, ID 83720-0075
Telephone (208) 327-7465
FAX (208) 327-7320
www2.state.id.us/adm/purchasing

SIGNATURE PAGE For Use with a Manually Submitted Invitation to Bid (ITB) or Request for Proposal (RFP) Response
Bids or proposals and pricing information shall be prepared by typewriter or in ink and shall be signed in ink by an authorized
representative of the submitting vendor. Two (2) copies of the bid or proposal shall be submitted, one (1) original and one (1) photocopy
of the original, unless the RFP solicitation instructions specify otherwise. AT LEAST ONE BID OR PROPOSAL SUBMITTED BY THE
VENDOR MUST BE AN ORIGINAL (NOT PHOTOCOPIED) SIGNATURE.
NO LIABILITY WILL BE ASSUMED BY THE DIVISION OF PURCHASING FOR A VENDOR’S FAILURE TO OBTAIN THE TERMS AND
CONDITIONS AND ANY PROPERLY ISSUED SOLICITATION ADDENDUMS IN A TIMELY MANNER FOR USE IN THE VENDOR'S
RESPONSE TO THIS SOLICITATION OR ANY OTHER FAILURE BY THE VENDOR TO CONSIDER THE TERMS, CONDITIONS, AND
ANY ADDENDUMS IN THE VENDOR'S RESPONSE TO THE SOLICITATION.
The words "SEALED BID" and the bid number 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:
SEALED BID FOR:
BID NUMBER:
CLOSES:
Send your sealed bid package to:

Division of Purchasing
PO Box 83720
Boise, ID 83720-0075

When sending packages by FedEx, UPS, or other Couriers:
Division of Purchasing
5569 Kendall Street
Boise, ID 83706-1231
This ITB or RFP response is submitted in accordance with all documents and provisions of the specified Bid Number and Title detailed below. By my
signature below I accept the STATE’S CONDITIONS AND INSTRUCTIONS TO VENDORS and STATE OF IDAHO STANDARD CONTRACT
TERMS & CONDITIONS dated 7/1/01 as incorporated by reference into this solicitation. As the undersigned, I certify I am authorized to sign and
submit this response for the Bidder or Offeror. I further acknowledge I am responsible for reviewing and acknowledging any addendums that have
been issued for this solicitation.
Please complete the following information:
BIDDER/OFFEROR (Company Name) Public Communications Services, Inc. BID Number: RFP01695
ADDRESS

11859 Wilshire Blvd., Suite 600

BID Title: Request for Proposal for Inmate Phone Service

CITY, ST, ZIP Los Angeles, CA 90025
TOLL FREE (800) 350-1000___________________________PHONE (310) 231-1000______________________________
FAX (310) 473-5401___________________________________E-Mail proposals@teampcs.com
FEIN/SSN# 95-4615-444_____________________________________
THIS SIGNATURE PAGE MUST BE SIGNED WITH AN ORIGINAL HANDWRITTEN SIGNATURE EXECUTED IN INK AND RETURNED
WITH YOUR BID OR PROPOSAL FOR YOUR BID OR PROPOSAL TO BE CONSIDERED!

Original Signature (Manually Signed in Ink)

November 9, 2005
Date

Tommie E. Joe
Please type or Print Name

Chief Operating Officer
Title

State of Idaho Department of Correction
Inmate Phone Service RFP01695

EXECUTIVE SUMMARY
Public Communications Services (PCS) is pleased to present this offering for inmate telephone
services to the Idaho Department of Correction.
PCS HAS THE EXPERIENCE
PCS is the third largest provider of inmate telephone services nationally and is the only provider
with operational systems integration with every national call platform manufacturer (Securus,
GTL, etc.) and every LEC/IXC provider (Sprint, AT&T, Qwest, SBC, etc.) in the nation. As such
PCS provides inmate telephone services for multiple State DOCs with such diverse clients as
the City of New York (DOC Riker’s Island) and the U.S. Immigration and Customs Enforcement.
A recent survey on fraud control and management of inmate telephone systems conducted by
the National Sheriff’s Association cited PCS as a superior national model for others to follow.
THE BEST SYSTEM FOR IDAHO DOC
As a systems integrator, PCS is able to offer a wide variety of call processing solutions. We
have worked with the Radical CATS, Securus CAM, VAC Focus 100, and other call processing
platforms. For the State of Idaho, we are proposing the VAC Focus 100 system. We chose the
Focus 100 for it’s robust feature set, ease of use, and (most importantly) its reliability. With
99.999% reliability and only 35 seconds of average down time per month, the VAC Focus 100 is
the perfect solution for a state that has many facilities scattered over a wide area. This reliability
will pay dividends by keeping the phones operational during the long, snowy winters when
service calls to remote areas are difficult. The reliability factor is a big reason that the United
States Federal Bureau of Prisons has selected VAC.
In addition to the call processor, the PCS System is overseen and supported by PCS’
sophisticated and secure network operations center (NOC). The NOC will link all facilities
through a Virtual Private Network. Our proposed system offers:
•
•
•
•
•
•
•

Completely centralized management and control of all facilities and services
Ability to tailor services by site
Centralized management and control of all calls, recordings and monitoring
Centralized management and control of access, security levels, and data types
Ability to support internal investigations without detection
Ability to expand, change or amend services for a single facility or the entire system
Reliable “plug and play” workstations with restricted or system-wide access that are easy
to use, with on-demand call control, and recording and monitoring with reporting
capabilities

PCS acknowledges all of the site conditions provided in the RFP Sections 2.1 and responses to
the specific points in Section 2. Moreover, PCS’s design for the State of Idaho Department of
Correction meets and exceeds all RFP requirements.

Executive Summary - 1

State of Idaho Department of Correction
Inmate Phone Service RFP01695

AN INTEGRATED SOLUTION
Our proposed decentralized network solution for the State is linked to the PCS Network
Operations Center (NOC) and is designed to integrate all inmate telephone services into a
secure single source network. This will ensure that all administrative, management, investigative
and resource activities are available simultaneously to all sites and at all times. Additionally, this
connectivity will allow direct delivery of all services in a secure environment to designated
Department administrative consoles.

State of Idaho DOC Inmate Telephone System Network

PCS Network Operations
Los Angeles

Private Data
Network
ICI-O

LD Voice
Network

NICI

IMSI
SBWCC

SAWC

ISCI

Idaho Falls
CWC

SICI

Nampa
CWC

East Boise
CWC

ICC
PWCC
Twin Falls
CWC

PROJECT: State of Idaho Dept. of Corrections

PAGE 1 of 1 State ITS Network

DATE:

DRAWN BY:

October 24, 2005

Version 1.0

Alfredo Graham

Based on our historic working relationships with such organizations as ICE, HIDTA and LEIU,
we have researched and ensured that all security, operational features and investigative tools
essential to internal and interagency investigations are present. Equally important, our proposal
ensures that the State of Idaho will have full and absolute control of all information.
INNOVATION AND VALUE ADDED OPTIONS
PCS has historically brought innovation and value added features to our clients. Examples
include development of the first debit system for the Federal INS (now ICE); creation of the first
PIN-based recording and monitoring system for visitation phones, and the design and

Executive Summary - 2

State of Idaho Department of Correction
Inmate Phone Service RFP01695

implementation of the only international inmate Pro Bono telephone system for the Federal
government.
In this spirit, we have included two new technical innovations for consideration as possible
options for the Idaho DOC. The first is designed to meet the challenge of a growing new security
threat that is appearing in prisons across the nation: the smuggling of cellular phones to
inmates. We offer the option of a cellular detection security device that combats this threat (See
Exhibit G). Next, PCS has recently developed a secure inmate messaging system that can be
recorded and monitored (Exhibit H). We hope you find these of interest.
SEAMLESS TRANSITION, INSTALLATION AND CUT OVER
PCS will plan, schedule and coordinate all installation, service and quality assurance activities
during the initial implementation and daily throughout the contract term. We will integrate the
PCS System and related equipment through the PCS Network Operations Center at no cost to
the State of Idaho, including local, long distance and international calling services. To
accomplish the installation within the target of 60 days, PCS has allocated an installation crew
of 9 persons in three teams (each with its own team leader).
Our Transition Team will manage all aspects of implementation of this project. Doyle Schaefers,
our Vice President of Operations, will personally direct the extended team to ensure that the
State’s requirements are fully met. A dedicated Project Manager, Chris Moore, will be
responsible for planning, scheduling and managing the initial system conversion for a smooth
implementation with minimal disruption to daily operations.
SITE ADMINISTRATION, MAINTENANCE AND CUSTOMER SERVICE
Our proposal provides for two On-Site Technicians who will serve as Site Administrators and
five supporting maintenance technicians, appropriately deployed across the State. All
maintenance and support operations will be fully staffed by trained personnel and operate on a
24 hours per day 7 days per week basis. The system will be constantly monitored via remote
diagnostics. When problems occur, they will be entered and tracked in our sophisticated Trouble
Ticket system.
Our Customer Services are tiered to provide the maximum service across the broadest range
through specialized service centers for our clients (facility operations) and for consumers
(inmates, families and friends). Each center is staffed with specialists who understand the needs
of the people they serve.
MISSION DRIVEN RATES AND REVENUES
Inmate calling rates and revenues earned are both cultural and operational. We believe that
only the State of Idaho truly knows what is best for the State and its citizens. In this spirit, we
have proposed both a tiered rate structure and a flat rate structure with correspondingly
aggressive commissions. In addition we are offering an alternative franchise fee.

Executive Summary - 3

State of Idaho Department of Correction
Inmate Phone Service RFP01695

CALL PROCESSING
A schematic clarifying the call processing flow is shown below. The interval of time between the
inmate dialing a valid PIN and the commencement of a ring tone requires ten (10) seconds or
less on the PCS System. The inmate must initiate all calls.
Automated Operator
The PCS System is set up with a customized prerecorded announcement with voice prompts
reflecting the name of the facility, the inmate’s name, and instructions for accepting, declining,
or blocking the call. This announcement also states that the call will be monitored and or
recorded and that the use of three-way or call waiting will disconnect the call. The
announcement can be further customized to meet the State’s specific needs.
With the use of PINs and allowed call lists, the prompt can be automatically delivered in the
inmate’s language of preference (English, Spanish, or additional languages at the State’s
option) or the called party can be allowed to select their language of preference during the
prompt. When the called party answers, both the inmate and called party will hear an
announcement similar to the following:
“This is a PCS Collect Call from (Inmate Name) at (ID DOC facility name). This call will be
monitored and recorded. The use of three-way or call waiting will disconnect the call. To hear
the cost of this call, dial 8 now. If you wish to block any future collect calls, dial 7-7. To refuse
this call, hang up. If you wish to accept and pay for this call, dial 5 now.“
Positive Call Acceptance For Touch Tone And Rotary Phones
The PCS System requires positive acceptance, which is accomplished through single-digit
dialing. The PCS System accommodates both touch tone and rotary phones for positive
acceptance. In order to deny charges the called party can simply hang up or they may choose
to block all future calls from the system as well. The inmate will hear the appropriate voice
prompt based on the called party’s action.
Announcement Of Rates And Charges
The PCS System can be programmed to announce the call setup cost and the rates prior to
acceptance by the called party. The called party will also have the ability to bypass this feature
by dialing a single digit.
This option would be provided after the called party has been informed that the call will be
monitored and recorded. Attorney calls are predefined in the Special Numbers Table, which
allows for special treatment. This table is where the programming is done to ensure such calls
will not be accessible for live monitoring and will not be recorded.
Choice Of Prepaid, Debit Or Collect
The inmate may choose to dial either a collect or a debit call simply by dialing a 0+ the called
number for collect or a 1+ the number for debit. Inmate debit account balances can be checked

Executive Summary - 4

State of Idaho Department of Correction
Inmate Phone Service RFP01695

prior to placing the call. In addition, upon completion of a call, the inmate can check the
charges for the last call through a simple inquiry process.
Reason Call Not Accepted
Whenever an inmate’s attempt to place a call does not succeed, the inmate is always informed
of the reason. This is true whether the call was blocked for some reason or rejected by the
called party.

CALL PROCESS FLOW CHART

Inmate takes the
telephone
handset off-hook

CPE prompts for
language
selection

CPE prompts for
collect call or
phone
instructions

CPE prompts
inmate for PIN
entry

CPE checks PIN
record table

CPE prompt
inmate to dial
telephone
number

CPE checks PIN
record table

Inmate enters
PIN

Inmate dials 0 +
area code +
telephone
number

CPE checks for
correct number
format

CPE checks PAN
record table (if
used)

CPE checks ANI
record table

CPE checks for
available trunk

CPE prompts
inmate for
recording of
name

CPE checks
Blocked Prefix
Table

CPE checks
Blocked Number
Table

CPE places call
and waits answer

CPE plays collect
or free call
greeting message
to called party

CPE monitors call
for activity

CPE hangs up
trunk, writes out
call record and
coordinates call
recording

Executive Summary - 5

State of Idaho Department of Correction
Inmate Phone Service RFP01695

STABLE PARTNERSHIP
Our experience shows that superior provisioning of an inmate telephone system is not just a
vendor-client relationship but is in fact a partnership. One of the major challenges to obtaining
such a partnership is the very instability that has gripped the telecommunications industry and
most especially the inmate telephone business in recent years. This same instability, from
abandonment of the business (Verizon and Qwest) to acquisition by holding companies
(Evercom, T-Netix, and AT&T) is not subsiding, but is in fact escalating.
In contrast, Public Communications Services (PCS) is devoted to the inmate business, has a
long-term track record, and is financially secure. When the real scope of the inmate phone
business is calculated, PCS alone produces more than twice the revenue of several nationally
based LECs that have left the business.
When Verizon Communications recently left the inmate telephone business, they wanted to
make sure that their customers with whom they had other significant ongoing business were
well served. After considering all the other options, Verizon selected PCS as their successor
nationally. They made this selection, in no small measure, because of PCS’ history of clientpartnership.
We believe that this proposal will meet and exceed each and every RFP requirement. We look
forward to providing superior inmate telephone services to the State of Idaho for many years to
come.

Executive Summary - 6

State of Idaho Department of Correction
Inmate Phone Service RFP01695

01 GENERAL INFORMATION
PCS acknowledges the provisions of Section 1, inclusive, without further
comment or reservation.

01.01 Definitions
CCA – Corrections Corporation of America
Center(s) – Community Work Center(s)
CWC (s) – Community Work Center(s)
Cottonwood - North Idaho Correctional Institution
Department - The Idaho Department of Correction
ICC - Idaho Correctional Center
ICI-O - Idaho Correctional Institution – Orofino
IMSI - Idaho Maximum Security Institution
ISCI - Idaho State Correctional Institution
NICI - North Idaho Correctional Institution
PWCC - Pocatello Women’s Correctional Center
SAWC - St. Anthony Work Camp
SBWCC - South Boise Women’s Correctional Center
SICI - South Idaho Correctional Institution
LATA - Local access and transport area means a contiguous geographic area
Local Exchange Carrier (LEC)
InterLATA - Telecommunications between a point located in a local access
and transport area and a point located outside such area

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

IntraLATA - A connection between 2 telephone companies within the same
region
LEC - Any person that is engaged in the provision of telephone exchange
service or exchange access
01.02 Purpose
The purpose of this Request for Proposal (RFP) is to acquire inmate telephone
service for prison facilities operated by the Idaho Department of Correction
(IDOC). The contractor will provide collect and debit calling telephone service for
offenders housed in facilities operated by the Idaho Department of Correction
(IDOC).
This service is to include nine (9) existing prisons and five (5) Community Work
Centers (CWCs), which are covered under the present contract. All of these
locations, plus any new sites constructed or acquired during the term of this
contract will be equipped for service and hardware and included in the contract.
The highest priority in this procurement is a fully operational and reliable system.
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 and/or
monitor calls, as allowed by law.
The system requested includes providing dial tone for local, intra-LATA, interLATA, inter-state and in some cases international calling. Additionally, networkbased call detail recording is available via the vendor for all correctional facilities.
Each institution has premise-based ability to access call detail recording and is
equipped to do “realtime” call monitoring and recording of all calls (other than
properly placed attorney calls) which originate on their system.
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 contract for services at either the existing locations or any future
locations. Should the basis for charges (tariffs, regulations and/or standards)
change during the initial term, these rate changes must be communicated to the
Department and applied to the applicable charges upon implementation. The
contractor shall provide ninety-(90) day written notice of any proposed rate
change. No State payments to the contractor will be allowed.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

01.03 Summary Of Scope
The contract resulting from this procurement must include all of the following
elements. This list is only a summary, intended to assist in understanding the
general project scope. Actual requirements will appear later in the RFP.
Responses must include growth per institution, new institutions and feature
upgrades keeping all utilized technologies and equipment at current production
levels or above during the contract term. This will include any system
enhancements and releases by the equipment manufacturer, selected by the
Department. Collect and debit, outgoing calls only, with institutional variations in
feature application and usage.
Single primary contractor with end-to-end network and equipment
responsibilities. Subcontractor relationships will be permitted and encouraged.
The proposed contract shall include;
All telephone instruments,
All local access required connecting IDOC locations to the vendor’s network
and
any related network hardware, All recording and monitoring equipment,
Attorney number database administration, Allowed call list administration,
PIN administration, On-going support, repair and maintenance of the
complete network, Compliance with all Public Utility Commission (PUC)
rules, Federal Communications Commission (FCC), and all other applicable
standards and regulations is required over the life of the contract,

01.03.01 Background
The Idaho Department of Correction is a state government agency controlled by
a three-member board, appointed by the governor. The Department operates
nine institutions: Idaho Correctional Institution – Orofino (ICI-O); North Idaho
Correctional Institution (NICI), Cottonwood; Idaho Maximum Security Institution
(IMSI); Idaho State Correctional Institution (ISCI); South Idaho Correctional
Institution (SICI) south of Boise; Pocatello Women’s Correctional Center
(PWCC); St. Anthony Work Camp (SAWC); and South Boise Women’s
Correctional Center (SBWCC). The State of Idaho currently owns a 1250-bed
prison that is operated by Corrections Corporation of America (CCA). This facility
is known as the Idaho Correctional Center (ICC).
The Department of Correction has collect (called party paid) and debit (inmate
paid) inmate telephone service in all of its institutions. The current contract, with
MCI, will expire December 14, 2005. The contract provides for collect calling
service; all local access required to connect the Department of Correction’s
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State of Idaho Department of Correction
Inmate Phone Service RFP01695

locations to the MCI network and related network hardware; all telephone
instruments; all recording and monitoring equipment; personal identification
number (PIN) administration; attorney number database administration; and ongoing support, repair and maintenance.
The current contract also provides secure coin operated telephones for the five
(5) community work centers operated by the department. The contract also
contains provisions for site expansion and the incorporation of any new locations
constructed and/or acquired during the life of the contract.

01.03.02 Current And Projected Inmate Populations
The total inmate population for the Department of Correction was 6,118 as of
July 2005. The projected annual growth of total inmate population is: *These
figures are projections only and do not reflect any commitment of actual usage by
the State.
YEAR
2006
2007
2008

% GROWTH
5.4%
5.6%
5.7%

PROJECTED POPULATION*
6,877
7,263
7,677

01.03.03 Current and Projected Telephone Usage
The following table outlines the number of lines at each location.
SITE ICC ICIO IMSI ISCI NICI PWCC SAWC SBWCC SICI
# Lines 84 26 45 107 24 38 18 23* 48
*Twenty three (23) inmate phones planned to be installed prior to the end of
current contract for SBWCC.
The present maximum call length for all locations is thirty (30) minutes. For
fiscal year 2004 (July 1, 2003 – June 30, 2004) the number of calls placed
was 537,640 and the total minutes was 10,745,259.
Each of the community work centers in Idaho has coin, collect, debit card
capable phones. At the present time there are forty-nine (49) such phones.
These figures are for purposes of example only and in no way reflect any
commitment of future usage by the State.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

02 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 dictate the Vendor’s architecture, which may incorporate one or many
processors and other system components.
Copies of or references to manuals or other such materials are also not desired,
except as a supplement to the proposal.
02.01 Standards Compliance
For the duration of the contract, the Contractor must adhere to all FCC,
Americans with Disabilities Act (ADA), and Public Utility Commission (PUC)
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 TDD devices that are currently commercially
available.

PCS agrees and will comply.
PCS complies with all FCC, ADA, and PUC Regulations, as well as all applicable
codes and industry standards for equipment, service and installation.
PCS will meet all state and federal requirements concerning telephone services for
the disabled. Additionally, PCS will 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
TDD devices that are currently commercially available.
BASIC SYSTEM COMPLIANCE
PCS' current FCC registration number is: 88-0336762. All the equipment proposed
by PCS is compliant with ADA standards and FCC regulations. The PCS call
processing system is certified to be in compliance with FCC Regulations for audio
quality, Part 15 and Part 68.
The offender telephones proposed by PCS will provide audio quality which meets or
exceeds industry standards enacted by standards organizations, such as Bellcore
and IEEE, for transmitted and received levels, noise, cross talk and frequency range.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The FCC registration number for the proposed offender telephones is US:
OTCTE11B2000. Amplified volume control is a built-in feature of all the proposed
offender telephones. The offender telephone handsets are hearing aid compatible
and meet E.I.A. Standard RS-504 for compatibility.
WHEELCHAIR ACCESS
PCS will install telephones to accommodate wheelchair access as requested by the
State. In locations with four or more telephones, it is recommended that one of the
telephones be located 36” above ground level. This height is used to meet ADA
specifications. Most other phones should be installed at a 48” height.
ADA regulations specify that the minimum clear floor or ground space required to
accommodate a single, stationary wheelchair and occupant is 30 inches by 48
inches (760 mm by 1220 mm). The minimum clear floor or ground space for
wheelchairs may be positioned for forward or parallel approach to an object. Clear
floor or ground space for wheelchairs may be part of the knee space required under
some objects. See drawing below.

Size and Approach for Wheelchair Access

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

TDD/TTY
Full TDD/TTY access is supported throughout the system. PCS currently uses the
Code: ITT-006500-VM2-PAK volume controlled headset. PCS uses of the portable
Ultratec (Model: Supercom 4400) vandal resistant TDD with the following features:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•

32k memory
Turbo Code® and Auto IDTM
E-Turbo for simplified relay calling**
Direct connect (with 2 jacks) to standard telephone lines
Built-in ring flasher
Auto-Answer (with programmable message)
Auto-busy redial, Wait for Response and 3-way calling
Remote message retrieval
User-programmable Relay Voice Announcer
Keyboard dialing, follow-on dialing, tone or pulse dial
Memory dialing/redial
Computer-style keyboard
TTY AnnouncerTM
GA/SK and arrow keys
Printer port to connect to external printer
Baudot code (45.5/50 baud rate)

Ultratec Supercom 4400 TDD

PCS’ proposed call processor can be configured to allow up to 30 minutes per TDD
connection. PCS can also program the system to allow only a certain number of
attempts and/or connections per day, week, or month. The system will connect to a
circuit that has the capability of accessing a TDD relay center. The system will have
a centrally managed database with all relay centers' contact information. These
numbers will allow offenders to process messages without voice overlays. This
exception table will be kept current. Any number not in this list will have a voice
overlay.
PCS will work closely with the agency to ensure that the security features designed
into standard calling practices are incorporated into the calls made by offenders
through the relay centers. This includes recordings, blocked numbers, PINs and
PANs. PCS has extensive experience in working with various relay centers to ensure
that disabled offenders have the same calling privileges and security features
designed into their calling patterns as all other offenders.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Amplified volume control is a built-in feature of the proposed offender telephones
manufactured by Navitel/OTC Telecom. The proposed offender telephone standard
keypad assembly is fully ADA compliant and has a "raised bump" on the number 5
(five) button as required. Physically impaired offenders at correctional institutions
nationwide are successfully using these standard keypads.

02.02 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. All systems and equipment will use DTMF rather than
rotary dialing.
Describe, in detail, how this requirement will be met. What spare or back up part
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,
interLATA
calls,
etc.

PCS agrees and will comply.
The PCS System will 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.
All systems and equipment will use DTMF rather than rotary dialing. Although some
called parties may have rotary phones, the PCS System will still be able to interact
with their phones to allow them to positively accept or block calls.
In order to meet the requirements of the State, PCS will provide a fully redundant
network. Every level of the system will have surplus and backup capacity with
failover in the event of an anomaly. Should a trunk fail or develop problems, it can be
busied out either manually or automatically so that calls will be automatically routed
to the available trunks.
PCS utilizes redundant call managers, routers, trunks, and load monitoring
throughout the network. We also utilize a real-time remote monitoring of each
correctional facility to identify any anomalies and correct them before they can affect
service. Both hardware and software are checked at least hourly, including
environmental diagnostics (temperature and humidity), and network diagnostics. The
net result of this aggressive system is a Mean Times To Failure and Mean Times to
Repair (MTTF & MTTR) that are consistently in the 99.999% range.

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State of Idaho Department of Correction
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When problems do arise, PCS is able to resolve many repair problems remotely
before the facility is even aware of it. Many problems can be corrected remotely.
When necessary, local technicians assigned to the Department will be notified. In
addition to the two on-site technicians, there will be five additional technicians who
can be dispatched as needed. Each technician will be fully equipped with all tools,
spare parts and related materials.
Growth in call volume or inmate population will not be a problem The PCS System is
fully modular and can be expanded as needed. Additional processing capacity,
cabling, and trunks can all be added to ensure a consistent level of service.
PCS will provide at least a P.01 Grade of Service for all types of calls (local,
InterLata, etc.). This means that less than 1 call in 100 would be blocked even during
the busiest hour. This is generally regarded as a very high standard for both
government and corporate telecommunications systems. PCS can adjust this service
level to meet the requirements of the Department.
The PCS System will provide the Department with reports showing the Grade of
Service for correctional facilities on an hourly basis for both the local and long
distance carriers. Percentage Grade of Blocking reports can be run at any time. PCS
will proactively monitor the system to ensure Grade of Service requirements are
being met.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Report Showing Percentage Grade of Blocking

02.03 Hardware Requirements
All equipment provided 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 any outdated telephones with ones, which meet or exceed the
specifications
of
the
phones
required
by
this
RFP.
PCS agrees and will comply.

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All the equipment PCS is proposing has been specifically designed for use in
correctional facilities and provides optimal functionality, reliability, safety, and
durability.
PCS will replace all existing telephones with OTC-21100V2 offender telephones by
Navitel/OTC Telecom. These state-of-the-art offender telephones are secure, water
proof, tamper proof, user-friendly and resistant to physical abuse. They are
specifically designed for use in correctional facilities to prevent them from being
disassembled or used as weapons.
The OTC offender telephones are vandal resistant, with metal housing, steel
armored handset cord and stainless steel lanyard. The phones are manufactured in
14-gauge stainless steel, thoroughly field-tested against abuse, and are currently
used in indoor and outdoor correctional facilities. The offender phones will have no
removable parts such as exposed screws, bolts, metal or other hard-substance
fasteners or any other material that can be removed from the phone without a special
security removal device.
The handset has an 18-inch lanyard, which is made of Lexan molded plastic with NO
removable parts. To prevent insertion of sharp objects, the transmitters and receivers
are protected by the elements and the design of the handset. A special “suicide
prevention” model is available for high security areas or for general use wherever the
Department wishes.
NOTE: PCS recognizes the diverse needs of the Department from maximum security
to the work camp environment. During pre-installation planning and site survey we
will, where appropriate, offer the Department various inmate phone options, such as;
lanyard configuration and length, hands-free phones, mobile carts and other items
that would best suit the needs of each area. In no case will the Department’s
selection or hardware result in a change to any other portion of this offering.

Hands-free Inmate Phone and “Suicide prevention” Phone – Two of many
options for High Security Areas

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

02.03.01 Telephone Hardware
The specific types of telephones currently in use are North Atlantic GO7042BL18
inmate telephones with 29” hand set. The number of telephones currently in use
is 414 and are detailed on page four (4). This should be considered the minimum
quantity and quantity of telephone instruments. The successful vendor must
support and maintain this inventory during the new contract, updating, servicing
or replacing them as part of the contract. Proposers agree to provide additional
telephones, wiring, and wired outlets, 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.
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.
PCS understands, agrees and will comply.
PCS proposes to replace all existing telephones with OTC-21100V2 offender
telephones by Navitel/OTC Telecom. PCS will support and maintain a minimum of
414 telephones and will update, service and replace phones as necessary.
Technicians will carry spare phones on their trucks. PCS will provide additional
telephones, wiring, and wired outlets as needed to support calling and population
increases.
Any new phones installed will be of the same or better quality than those currently inplace. All instruments are specifically designed for the correctional environment and
will have the prior approval of the DOC before installation and use. PCS will update,
service and maintain in-place instruments during the contract.
PCS will supply and install full security OTC-21100V2 offender
telephones by Navitel/OTC Telecom. These state-of-the-art
offender telephones are secure, water proof, tamper proof,
user-friendly and resistant to physical abuse. They are
specifically designed for use in correctional facilities to prevent
them from being disassembled or used as weapons.
Standard telephone features are:
•
•
•
•
•

Line powered and compatible with any
standard subscriber carrier loop
Weather and tamperproof metal keypad
with sealed magnetic switch hook
Single-unit solid-state electronics
Built-in secondary lightning protection
Scratch-Resistant and suitable for
indoor/outdoor installation

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

•
•
•
•
•
•

Dimensions: 21.2”H x 7.5”W x 2.5”D (4.5” deep with cradle)
Chrome-plated DTMF metal dial pad is water, fire, and shockresistant
Industry standard design
Steel armored handset cord
Heavy-duty handset is hearing aid compatible with anti-static
receiver
Built in volume control button

The OTC offender telephones are vandal resistant, with metal housing, steel
armored handset cord and stainless steel lanyard. The phones are manufactured in
14-gauge stainless steel, thoroughly field-tested against abuse, and are currently
used in indoor and outdoor correctional facilities. The offender phones will have no
removable parts such as exposed screws, bolts, metal or other hard-substance
fasteners or any other material that can be removed from the phone without a special
security removal device.
The handset is made of Lexan molded plastic with NO removable parts. It comes
with 18-inch, 32-inch or any customized length lanyard. To prevent insertion of sharp
objects, the transmitters and receivers are protected by the elements and the design
of the handset. A special “suicide prevention” model is available for high security
areas or for general use wherever the Department wishes. Please see “Hardware
Requirements”, Section 02.03, page 6.

02.03.02 Suitability 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 be responsible for the installation,
support and maintenance of all existing and future wiring from the telephone
instrument to the point of demarcation.
All handsets must be hearing aid compatible.
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 every level, as well as the procedures
followed by the proposer to up-size their facilities and equipment.
PCS agrees and will comply.
The equipment provided by PCS will be new and in full production status from the
manufacturer. PCS will be responsible for installation, support and maintenance of all
existing and future wiring from the telephone to the point of demarcation. All

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State of Idaho Department of Correction
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handsets will be hearing aid compatible. Each call processor shall meet the
specifications shown in the following chart.
PCS System Specifications
Digital Trunk Capacity*
Analog Trunk Capacity*
Half-height Stand-alone
System
Full-height Stand-alone
System
Environmental
Power Requirements
FCC Certification
Voice Network Interface
Operating System

Up to 1536 stations x 1536 trunks in 4 Racks
Up to 1536 stations x 1104 trunks in 4 Racks
24” x 37” x 48” Max: Analog: 96 stations x 72
trunks Digital: 96 x 96
24” x 37” x 76” Max: Analog: 288 stations x
216 trunks Digital: 288 x 288
Temperature: 35-90o F; Humidity: 2-98% noncondensing
115VAC, 20 amps (up to 2 required in Fullheight Rack)
Meets the requirements of FCC Part 68 and
Part 15
Digital & Analog
Windows 2000®

Each facility will have a server that will be sized to accommodate ninety (90) days of
call recordings on-line as required. After that, calls can be transferred to another
storage device, such as CDROM. Call Detail Records will be retained on the server
for the life of the contract, which is three (3) years plus the two (2) one-year renewal
periods.
The chart below shows PCS’ preliminary plans for the number of phones to be
installed to support the needs of the Department based on the requirements of the
RFP. Following contract award PCS will perform a thorough site survey and present
a formal recommendation for Departmental approval.
PCS SYSTEM SIZING
Site
ICC
ICI-O
IMSI
ISCI
NICI
PWCC
SAWC
SBWCC
SICI

Phones
planned
84
26
45
107
24
38
18
23
48

Initial
Capacity
96
48
48
120
24
48
24
24
48

Transmission Speed
768k
384k
512k
1536k
384k
512k
384k
384k
512k

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

PCS has procedures in place to carefully monitor traffic and record performance
statistics. Since the system is fully modular, PCS is able to be proactive in
determining when equipment and facilities need to be upsized.

02.03.03 Telephone Device for the Deaf (TDD)
One portable TDD device must be provided at each location current or future.
These devices must be fully compatible with the telephone service provided and
with all system operations.
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.
PCS agrees and will comply.
PCS will provide one TDD device at each location current or future. These devices
will be fully compatible with the telephone service provided. The equipment used will
be the portable Ultratec (Model: Supercom 4400) vandal resistant TDD. See cut
sheet and technical specifications in Appendix 2-1.

Ultratec Supercom 4400 TDD

Standard features of these phones include:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•

32k memory
Turbo Code® and Auto IDTM
E-Turbo for simplified relay calling**
Direct connect (with 2 jacks) to standard telephone lines
Built-in ring flasher
Auto-Answer (with programmable message)
Auto-busy redial, Wait for Response and 3-way calling
Remote message retrieval
User-programmable Relay Voice Announcer
Keyboard dialing, follow-on dialing, tone or pulse dial
Memory dialing/redial
Computer-style keyboard
TTY AnnouncerTM
GA/SK and arrow keys
Printer port to connect to external printer

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

•

Baudot code (45.5/50 baud rate)

The PCS’ proposed call processor can be configured to allow for up to 30 minutes
per TDD connection. PCS can also program the system to allow only a certain
number of attempts and/or connections per day, week, or month. The system will
connect to a circuit that has the capability of accessing a TDD relay center. The
system will have a centrally managed database with all relay centers' contact
information. These numbers will allow offenders to process messages without voice
overlays. This exception table will be kept current. Any number not in this list will
have a voice overlay.
PCS will work closely with the agency to ensure that the security features designed
into standard calling practices are incorporated into the calls made by offenders
through the relay centers. This includes recordings, blocked numbers, PINs and
PANs. PCS has extensive experience in working with various relay centers to ensure
that disabled offenders have the same calling privileges and security features
designed into their calling patterns as all other offenders.

02.03.04 Wiring
Contractors are responsible for all inside and outside wiring or cabling for a
complete installation from the telephone instruments to the point of demarcation.
The state 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 must meet industry standards. The
Contractor will be responsible for any upgrades to wiring required to support the
Contractor’s system.
Any cabling or wiring installed by the Contractor will automatically become the
property of the State at the end of the contract. The responsibility for all cable or
wire maintenance from the telephone instrument to the point of demarcation,
including any that is State-owned and reused by the vendor, will be borne by the
Contractor.
PCS agrees and will comply.
PCS will accept responsibility for maintenance of cabling and wiring from the
telephone instruments to the point of demarcation.
As part of system implementation, PCS will test and check the following internal
wiring at each facility:
a. Line quality between the phone station and the phone room. Any IDF and
MDF blocks will be checked for quality of connections.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

b. Cabling connections between the phone room and the locations designated
for workstations will be tested for quality of connection.
c. Cable connections between phone stations and any cut off switches prior to
installing the ICOR-24 Shutdown Switches will be checked and confirmed.
d. Labeling and configuration will be updated to ensure that PCS has a correct
inventory of all lines available and of any that may be required.
PCS proposes to utilize all existing cabling determined to be in good operating
condition. PCS will replace cabling and wiring as necessary to support the State’s
requirements and to meet industry standards. PCS recognizes that the State will
continue to own all of the existing wiring as well as any replacement wiring installed
by PCS.
All new installations of cabling will be pre-approved by the state agency and will
comply with industry standards and / or regulatory agency guidelines. Cabling will
traverse pre-existing conduit runs where available or as determined through the site
survey.
All cabling will be labeled as appropriate; hidden and secured per industry standards.
Any internal line quality issues identified by PCS will be reported to the State at the
end of the site survey for scheduling of appropriate repair or upgrades. All cabling
and wiring repairs will be provided by PCS without cost to the State.

02.03.05 Re-use of Existing Wiring
All wiring to the individual inmate telephones belongs to the State and is
available for re-use by the Contractor at the Contractor’s option. Contractors
must upgrade where necessary to meet these requirements and will be allowed
to test and re-use existing wiring if it is of sufficient quality. The responsibility for
all wiring and cable maintenance, including existing State-owned wiring reused
by the vendor, will become the responsibility of the successful vendor.
PCS agrees and will comply. PCS acknowledges that all wiring to the individual
inmate telephones belongs and will continue to belong to the State of Idaho. We will
conduct tests to determine where wiring can be reused. Any wiring that is not of
sufficient quality and cannot be reused will be upgraded to meet the requirements of
the RFP. PCS will assume responsibility for all wiring and cable maintenance
necessary for operation of the inmate telephones regardless of whether it is new or
reused. The State will retain ownership of all wiring and cabling.

02.03.06 Electrical And Backup 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 protection should be provided for all new equipment

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

installed. Industry standards and codes must also be met.
PCS agrees and will comply.
All telephones provided by PCS will be line-powered. The phone instruments are
powered by the central processor and require no separate power supply. The central
processor and all required ancillary equipment are connected to a UPS back-up
system that provides both electrical conditioning and battery back-up in case of a
power outage.
Lightning and transient protective devices are installed on each inmate phone and
central office port, including the modem. Surge protection and brownout tolerance is
built into each UPS power supply module. This effectively manages power to the
systems and minimizes the impact of common power fluctuations. The central
processor and all required ancillary equipment are connected to a UPS back-up
system that provides both electrical conditioning and battery back-up in case of a
power outage. Electrical surge and ground protection will be provided for all new
equipment in accordance with applicable codes and industry standards.

02.03.07 CWC Telephones
Collect, coin operated, calling card, station-to-station, outbound calls may be
allowed from any CWC Inmate telephone. This includes local, intra-LATA, interLATA, inter-State. No recording or monitoring devise is required for CWC Inmate
telephones.
Each of the community work centers in Idaho has coin, collect, debit card
capable phones. At the present time there are forty-nine (49) such phones. It is
expected that the proposer will maintain this level of service and provide for
additional telephones as requested by the IDOC.

PCS agrees and will comply.
PCS will provide collect, coin-operated, calling card, station-to-station, outbound calls
from the CWC inmate telephones. This will include local, intra-LATA, inter-LATA,
inter-State calling. Calls from these facilities will not be monitored or recorded.
PCS will maintain the level of service currently provided for the forty-nine (49)
phones and provide additional telephones at the request of the IDOC.

02.04 Privacy And 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 recommend types of

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

special handsets, electronic filters, etc. to deal with the privacy, noise control,
and security issue.
PCS agrees and will comply.
The PCS system will allow inmates to hear their own calls clearly. Privacy will be
maximized as much as possible without visually obstructing or preventing staff from
observing inmates using the phones. The precise configuration at each site will be
determined in concert with the Sate following review of the Site Survey following
contract award.
The telephones themselves are OTC-2110V2 phones from Navitel. See
"Navitel/OTC Inmate Phones” in Exhibit C for more details. These phones are
designed for rugged use in correctional facilities. Below is a list of some of the
features that help to ensure these phones will continue to meet high standards for
sound quality for many years to come.
Housing
•
•
•
•
•

Housing is 14 gauge stainless steel.
Armored modular hook-switch lever.
Metal keypad assembly is moisture, fire, and shock resistant.
Tamper resistant mounting system.
Built-in volume control switch.

Handset
•
•
•

Heavy-duty armored 18 inch, 32 inch, or any customized length cord with
dynamic or carbon transmitter available.
All handsets are hearing aid compatible (HAC) and have an anti-static
receiver.
Armored cord is made to Bell core standards and will withstand a minimum
800 lbs. pulling test.

In areas that are especially noisy, the Department may request installation of clear
plastic partitions that help to block noise.

02.04.01 Audio Quality
All systems must provide audio quality such as clarity, cross talk levels,
interference, etc. at least equal to that required for all common-carrier customers,
and the Department will be the sole 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.

PCS agrees and will comply.

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State of Idaho Department of Correction
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The audio quality of the PCS System will be equal to or better than that required for
common-carriers. The most important variables in audio quality are the telephone
and the network. PCS will replace all existing telephones with OTC-21100V2
offender telephones by Navitel/OTC Telecom. These phones are specifically
designed for use in correctional facilities. These phones have volume controls. The
handsets are hearing aid compatible (HAC) and have an anti-static receiver. PCS
maintains high network standards and will carefully monitor it to ensure quality levels
are consistently met.
The Department will be the sole judge as to whether PCS is meeting this
requirement or not. PCS will provide whatever is required to satisfy this requirement
at no cost to the State. See "Navitel/OTC Inmate Phones” in Exhibit C for more
detailed information on the proposed inmate phones.
Following contract award, PCS will conduct a site survey that among other things will
identify any special problem areas or issues that require special corrective measures
and will submit recommendations subject to Department approval.

02.05 Signage
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 and the Idaho Public
Utilities Commission (PUC) contact information. These must be in both English
and Spanish and must be vandal resistant and maintained in legible condition
during the term of the contract. If Inmate calling rates change, the signs or labels
must be changed to reflect the new rates. The new rates will not go into effect
until all signs/labels reflecting the changes have been installed. The Department
must approve language for these signs and labels.
PCS agrees and will comply.
PCS will coordinate the final text, mounting, security, format and all other
specifications with the Department upon notice of award. PCS will then prepare the
appropriate sample signs, security mounting and related materials and submit these
to the DOC for approval. PCS agrees that the new rates will not go into effect until all
signage is completed. An example of the kind of signage requested is provided in
Appendix 2-2, “Signage in English and Spanish” at the end of this section.

02.06 Call Control
The Department 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 facility and provide call termination
announcements to both called and calling parties. These features must be
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State of Idaho Department of Correction
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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-out” period
between consecutive calls using the same PIN number.
PCS agrees and will comply.
With the PCS System, the Department will have the ability to control the length of an
individual call, and implement random announcements during the call in the selected
language of the inmate. English and Spanish announcements are standard.
Additional languages can be provided at the request of the Department.
Announcements can be customized for each facility. Typically, an overlay
announcement is repeated throughout an inmate call and would say, “This is a PCS
Collect Call from (Offender Name) at the (Facility Name). This call may be monitored
and recorded. The use of 3-way or call waiting will disconnect the call.” This warning
is in addition to the one given when the called party first answers and before they
accept the call. The frequency of these repeated warnings can be set at the interval
requested by the Department.
These announcements will be loud enough for both the caller and called party to
hear, but not so loud as to interfere with conversation. The announcements will
inform the parties that the call is coming from a correctional facility and will provide
call termination announcements.
Programming of these features is extremely flexible and can be done network-wide,
institution-wide, or by individual calls, individual PINs, or a range-of-telephones.
“Allowed call lists” can also be created for individual inmates, groups of inmates, or
system-wide. System operation can be turned off and on by time-of-day schedule.
Daily or weekly call limits can be imposed by PIN including “time-out” periods
between consecutive calls.
The PCS System is equipped and designed with “adjustable call duration” and “setup times, voice announced messages” for total conversation time available, as well
as “second and third messages” informing user of minutes remaining.
These call control functions can be programmed at the system workstation where
authorized users can classify and define the functions of individual phones and
groups of phones to adjust call duration, setup times, voice announced messages of
minutes remaining to complete conversation. The inmate telephone system is able to
configure an institution’s inmate phone in a wide variety of ways and under different
criteria such as:
•
•

Call duration by minutes, by call per day, month, week, and minutes
between calls
On/Off times may be programmed at each minute, 24 hours a day.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

•
•

On/Off times may be programmed to be unique to each day of the
week.
On/Off times may be programmed to be unique to different areas
within a facility.

Call access Controls

The system is fully customizable and can also be programmed to automatically
disconnect a call at the end of the allowed period. A warning tone announcement is
usually given one (1) minute prior to the maximum length of the call. Both parties will
hear a message such as, “One (1) minute remaining. At the end of that one (1)
minute, the call will automatically be terminated.”
As an added feature, the system has the ability to establish a maximum number of
declined calls. Each inmate account will have a defined list of allowed numbers
(“telephone list”) that they are permitted to call. These numbers are exceptions to the
call block table. The size of this list is defined by the Department and may be as
large as 30 numbers per offender. In addition, the Department may specify a “global”
list of allowed numbers, which are accessible by all inmates. These numbers would
not impact the inmate-specific calling list.
As the screen below demonstrates, each number listed on the inmate’s calling list
can have a variety of unique parameters. Each entry can have a description of the
number, the preferred language of the called party, a Record/Do Not Record
indicator, a restriction to allow Debit and/or Collect calls and the ability to Alert
investigators to certain calls placed by an inmate or any inmate to a specific called
number.

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State of Idaho Department of Correction
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Offender’s Calling List

02.06.01 Call Set-Up
Efficient initial call set-up is required. A maximum of 10 seconds from the dialing
of the last digit is requested. The offender must initiate calls.
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 setup process and that the call is originating from a
specific correctional facility.
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 disconnected. The proposed system must also
accommodate called parties with rotary service.

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State of Idaho Department of Correction
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During the call set-up process, the cost of the setup and rates for the call must be
announced to the called party, before call acceptance, so this can be considered
in accepting a call. The called party may be given the option to bypass the calling
rate 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. The inmate should be informed by the system if
the call is not accepted, for whatever reason.
During the call set-up process the inmate must be given the option to use the
prepaid inmate debit system or to place a collect call. The inmate must also be
given the cost of the setup and rates for the call and the balance remaining in the
debit account.
PCS agrees and will comply.
The interval of time between the inmate dialing a valid PIN and the commencement
of a ring tone requires ten (10) seconds or less on the PCS System. The offender
must initiate all calls.
AUTOMATED OPERATOR
The PCS System is set up with a customized prerecorded announcement with voice
prompts reflecting the name of the facility, the inmate’s name, and instructions for
accepting, declining, or blocking the call. This announcement also states that the
call will be monitored and or recorded and that the use of three-way or call waiting
will disconnect the call. The announcement can be further customized to meet the
State’s specific needs.
With the use of PINs and allowed call lists, the prompt can be automatically delivered
in the inmate’s language of preference (English, Spanish, or additional languages at
State’s option) or the called party can be allowed to select their language of
preference during the prompt. When the called party answers, both the inmate and
called party will hear an announcement similar to the following:
“This is a PCS Collect Call from “Inmate Name” at (ID DOC facility name). This call
will be monitored and recorded. The use of three-way or call waiting will disconnect
the call. To hear the cost of this call, dial 8 now. If you wish to block any future collect
calls, dial 7-7. To refuse this call, hang up. If you wish to accept and pay for this call,
dial 5 now.“
POSITIVE CALL ACCEPTANCE FOR TOUCH TONE AND ROTARY PHONES
The PCS System requires positive acceptance, which is accomplished through
single-digit dialing. The PCS System accommodates both touch tone and rotary
phones for positive acceptance. In order to deny charges the called party can simply
hang up or they may choose to block all future calls from the system as well. The
inmate will hear the appropriate voice prompt based on the called party’s action.

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State of Idaho Department of Correction
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ANNOUNCEMENT OF RATES AND CHARGES
The PCS System can be programmed to announce the call setup cost and the rates
prior to acceptance by the called party. The called party will also have the ability to
bypass this feature by dialing a single digit.
This option would be provided after the called party has been informed the call will
be monitored and recorded. Attorney calls are predefined in the Special Numbers
Table, which allows for special treatment. This table is where the programming is
done to ensure such calls will not be accessible for live monitoring and will not be
recorded.
CHOICE OF PREPAID, DEBIT OR COLLECT
The inmate may choose to dial either a collect or a debit call simply by dialing a 0+
called number for collect or a 1+ the number for debit. Inmate debit account
balances can be checked prior to placing the call. In addition, upon completion of a
call, the inmate can check the charges for the last call through a simple inquiry
process.
REASON CALL NOT ACCEPTED
Whenever an inmate’s attempt to place a call does not succeed, the inmate is always
informed of the reason. This is true whether the call was blocked for some reason or
rejected by the called party.

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CALL PROCESS FLOW CHART

Inmate takes the
telephone
handset off-hook

CPE prompts for
language
selection

CPE prompts for
collect call or
phone
instructions

CPE prompts
inmate for PIN
entry

CPE checks PIN
record table

CPE prompt
inmate to dial
telephone
number

CPE checks PIN
record table

Inmate enters
PIN

Inmate dials 0 +
area code +
telephone
number

CPE checks for
correct number
format

CPE checks PAN
record table (if
used)

CPE checks ANI
record table

CPE checks for
available trunk

CPE prompts
inmate for
recording of
name

CPE checks
Blocked Prefix
Table

CPE checks
Blocked Number
Table

CPE places call
and waits answer

CPE plays collect
or free call
greeting message
to called party

CPE monitors call
for activity

CPE hangs up
trunk, writes out
call record and
coordinates call
recording

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State of Idaho Department of Correction
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02.06.02 Automated 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 attorney call,
are subject to being recorded and monitored. No exceptions and no manual or
other transfers to any live attendant will be permitted. The Department will
approve the exact content of all announcements.
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.
PCS agrees and will comply.
When the called party answers the phone, they will hear a pre-recorded
announcement identifying the inmate by name, the name of the correctional facility,
and stating that the call will be monitored and recorded. The called party will then be
required to positively accept the call before the parties can be connected. The
exception to this will be properly placed attorney, physician, or other privileged calls
identified by the Department as exempt from recording and monitoring. No calls will
be handled by live attendants. All announcements will be subject to the approval of
the Department.
During the announcement and prior to positive call acceptance, the called parties will
be unable to converse or communicate in any way.

02.06.03 Initial 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 called party’s 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.

PCS agrees and will comply.
The PCS System will require positive acceptance by the called party before an
inmate can be connected.
As soon as the called party answer the call, they will be informed of the identification
of the offender, identification of the correctional institution, and that the call may be

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monitored and / or recorded. The called party will then be instructed how to positively
accept the call, block this and future calls, or to refuse this call by simply hanging up.

02.06.04 Continuing Announcement - Branding
Recorded voice overlay announcements are required, notifying the called party
that the call is originating from a specific correctional facility. The Department will
approve
the
content
of
these
announcements.
PCS agrees and will comply.
As requested by the State, the PCS system will be programmed to interject a voice
announcement at random intervals throughout each offender phone call. The
announcement content will notify the called party that they are speaking to an
offender at a specific correctional facility.
The announcement volume will be set to a level that is not obtrusive, but still easily
audible. PCS system can adjust the volume and the frequency of the announcement
as requested by the State. The offender will not be able to interfere with these
announcements.
PCS has found these voice overlay announcements to be an effective tool to prevent
harassment. The called party is made aware of the origin of the call and any
inappropriate or harassing calls can easily be reported to facility personnel.
Message content can be customized to meet the State’s needs. Typically, the
overlay message is programmed to repeat every 5 minutes, resulting in 3
announcements during a 15-minute call. PCS will work with the state to establish
these settings for maximum effectiveness and minimal call intrusion.

02.06.05 Call Length
The Department requires, at a minimum, the ability to control the length of an
individual call. All systems must limit callers to a single call per connection and
block three-way 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. The system must provide an advance warning that
the call is about to end.
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-out” period between consecutive calls using
the same PIN number.
PCS agrees and will comply.

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State of Idaho Department of Correction
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CONTROLLING CALL LENGTH
Each call will be timed based on the parameters designated by the State. Using the
workstation, general class of service specifications may be established for a facilitywide call duration that would govern all inmates. Alternatively, an inmate-specific call
duration may be established through the use of PINs. Lastly, various groups of
inmate phones may be specified with unique call durations.
For example: in the infirmary, calls may be limited to 5 minutes, in common areas, 15
minutes. One (1) minute prior to expiration of any of the established maximum call
duration limits, the system will play a warning tone or audible announcement to the
inmate and called party such as “One (1) minute remaining. At the end of that one (1)
minute, the system will terminate the call.

DETECTION OF FRAUD
The PCS System is capable of detecting dialing patterns that could be attempts at
fraud. For instance, the system will allow completion of only one dialed number per
individual attempt and will block the inmate’s dialing attempt until the initial call is
terminated. To place an additional call, the inmate must repeat the entire dialing
sequence. If the call is dropped for any reason, the inmate will be advised to hang up
and dial again.
PCS System is designed to isolate three-way call attempts by detecting multiple call
characteristics typically associated with this type of activity. In addition, the three-way

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State of Idaho Department of Correction
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call detect feature may be programmed to disconnect the call or merely initiate a
warning message. Regardless of the setting, three way call detection events are
tracked and noted in the call detail record and made available for review in a report
designed specifically for this purpose.

Once the system is up and running for a period of time, traffic patterns and call
activity will be analyzed to determine the optimum sensitivity setting for three-way
call detect. At this time, the disconnect feature will be enabled. From this point
forward, calls that trigger the three-way call detection feature will be disconnected.
ALLOWED CALLING LISTS
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-out” period between consecutive calls using the same PIN
number.
As required, the PCS System will utilize a PIN authorization code to identify each
inmate utilizing the inmate telephones. Each inmate account can have a defined list
of allowed numbers (“calling list”), which they are permitted to call. The size of this
list will be defined by the State and may be as large as 30 numbers per inmate. In
addition, the State may specify a “global” list of allowed numbers, which are
accessible by all inmates. These numbers do not impact the inmate-specific calling
list. Inmates are strictly prohibited from calling any number that is not either a)
present on their personal allowed calling list or b) present on the globally allowed
calling list.

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State of Idaho Department of Correction
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As the screen below demonstrates, each number listed on the inmate’s calling list
can have a variety of parameters associated. Each entry can have a description of
the number, the preferred language of the called party, a Record/Do Not Record
indicator, a restriction to allow Debit and/or Collect calls and the ability to Alert calls
by that inmate to that called number.

Allowed number list control screen

The calling list may be established through the Inmate Phone List Self-Learn
Feature, which allows the inmate to place calls until his phone list contains the
maximum allowed telephone numbers. Telephone numbers that are not routed, such
as blocked or misdialed numbers, will not be added to the inmate’s list. When the
inmate phone list reaches the maximum allowed telephone numbers then the inmate
will only be able to call the numbers on his list. For a new number to be added one of
the existing numbers will have to be deleted.
The PCS System offers complete flexibility to establish inmate calling hours by day
of week and hour. The System provides general operating hours controls for the
entire facility, and the option to control a group of phones or individual inmates
calling hours. For example, an inmate who is a trustee may have extended calling
hours, while an inmate who has abused phone privileges may be restricted to limited
calling hours. A separate holiday schedule may also be established in order to offer
alternate calling on these defined days. Once these schedules are established,
calling is automatically controlled by the system and no administrative intervention is
required. The Minutes Between Calls parameter depicted below allows the State to
set a specific interval that must elapse between calls from the same PIN.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Call parameters control screen

02.06.06 Blanket Restrictions
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.
•“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.
•Inmate PIN numbers
PCS agrees and will comply.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The PCS system offers the State total control over what telephone numbers can and
cannot be dialed by inmates. This includes all of the numbers above and more.
Additionally, access to an unrestricted outside line or live operator is strictly
prohibited by the PCS system. All call functions are fully controlled by the automated
attendant with an extensive array of voice prompts to guide both the caller and the
called party through the process from start to finish. Offenders attempting a call that
is not allowed will hear an announcement explaining that the number they have
dialed is not allowed

02.06.07 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.
PCS agrees and will comply.
The PCS System is able to block calls by specific identifiers and groups of identifiers
from specific telephones or groups of telephones, regardless of whether an inmate
database is used. An inmate database makes it possible to allow or restrict calls for
specific inmates or groups of inmates. Restrictions can also be set up for call
duration, number of calls per day or week, type of call, and the hours during which
calls can be made.

02.06.08 Control of Call Parameters By Department
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. The department must be able to control the following call
parameters.
•
•
•
•
•
•
•
•

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.
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State of Idaho Department of Correction
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PCS agrees and will comply.
All of the aforementioned departmental criteria will be met with the installation of the
PCS System. Specifically, the Focus 100 call processor offers complete flexibility to
establish inmate calling hours by day of week and hours of the day. Additionally the
maximum call duration is controllable through the Workstation. PIN numbers can be
assigned in accordance with current procedures as inmate identifiers.
All voice prompts are available in English and Spanish. Each call will be branded
with the name of the inmate placing the call as well as the facility’s name in order for
the called party to decide if they choose to accept the call. Three-way call detection
will be provided with the ability for the State to cut off the call upon detection or
simply place a note in the Call Detail Record, at the State’s option.

02.06.09 Functions Controllable by Institution
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, e-mail
or facsimile.
.
.
.
.
.
.
.
.
.

•Hours of operation by telephone and group of telephones.
•Three-Way call detection treatment.
•Specific call length.
•Allowed Call Lists.
•Specific system cut-off timers.
•Daily, Weekly call limits (not counting properly placed attorney calls).
•Time-Out between calls, by PIN, including any switchhook activity
attempted by the inmate placing the call.
•Call blocking.
•All 011, 683,800,888,900, and 976 area codes will be blocked.

PCS agrees and will comply.
Two on-site technicians will be assigned to support the Department. Part of their
duties will be to assist the Department in making any programming changes within
four hours of the request.
All of the programming changes described above can be made easily on the PCS
System. Specifically, the system offers complete flexibility to establish inmate calling
hours by day of week and hours of the day. Three-way call detection will be provided
with the ability for the State to cut off the call upon detection or simply note the Call
Detail Record, at the State’s option. PIN numbers can be associated with Allowed
Call Lists on an inmate specific basis.
The PCS System provides the ability to enable or disable inmate phones on demand
through any system workstation. The function of enable/disable inmate phones

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

permits the user to disable individual inmate phones, living units or the entire facility.
In addition, phone shutdown may be accomplished “gracefully” shutting down all
phones once the current conversation is complete or abruptly, terminating all calls
and performing phone shut down immediately. It is important to note that this
function can be performed from a remote workstation, which is useful in an
emergency situation where the site workstations may not be accessible. The
Workstation screen used to perform this function is shown below.

Daily, weekly, or even monthly call limits can be established.

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State of Idaho Department of Correction
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The Minutes Between Calls parameter depicted above allows the State to set a
specific interval that must elapse between calls from the same PIN.
The PCS System provides the ability to block calls to individual telephone numbers
as well as groups of numbers including but not limited to directory assistance, 011,
683, 800, 888, 900, 976 and other numbers designated by the State. Upon
implementation, PCS will work with the State to establish the blocking requirements.
The system will then be manufactured to include that information before it is even
shipped to the site. Once installed, additional blocking can be managed on-site using
the administrative workstation or via remote communications. In addition, a listing of
blocked numbers can be generated and viewed or printed at any time.
Entry of a blocked number and removal of a block are both accomplished using the
same screen shown below. To remove, the “Block” button is unselected. All block
maintenance entered in this fashion using the site workstation is implemented within
15 minutes of entry. In addition, the site may phone or email block requests to PCS
customer service for processing.

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State of Idaho Department of Correction
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02.06.10 Alarms
Systems should be able to notify a staff person, at the location where the cut-off
controls are installed, in the event that a specific inmate is making a call, or an
inmate 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.
PCS agrees and will comply.
Authorized users of different access levels can set up alarms (also called “alerts”)
based on an offender’s PIN, an offender phone, or the called number, any of which
can be designated as restricted. When a call matches the settings, active users
belonging to the appropriate security access level are notified. Call detail records
show calls made by inmates placed on alert and calls made to telephone numbers
that have been placed on alert.

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State of Idaho Department of Correction
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Setting Alerts

When an alert occurs, the call is displayed at the workstation of the investigator who
has been assigned to that particular alert. Alerts can also be received at desk
telephones, cell phones, home telephones, and pagers. The investigator can
respond to an alert by entering the proper security code. This will allow immediate
monitoring of the call in progress without the other parties on the call becoming
aware that they are being monitored. The investigator will be able to listen to the
conversation without either of the other parties becoming aware the investigator is on
the call, and he may disconnect the call, if necessary.
The Alert Notification report (see below) displays all accounts or telephone numbers
placed on Alert status by facility staff. This is regardless of whether the alert was for
all calls by a particular inmate, or calls to a particular number. The ability to see all
alerts is determined by the security level of the User ID requesting the report. The
Alert Notification report displays the following information in chronological order:
•
•
•
•
•
•
•
•

Inmate Number
Inmate Name
Dialed Digits
Alert
Date/Time of Call
Station ID
Cost of Call
Total Number of Alerted Calls

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State of Idaho Department of Correction
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The Alert Notification Report

02.06.11 Automatic Cut-Off
All systems must permit the automatic, regular and 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.
PCS agrees and will comply.
The PCS System will permit the automatic, regular and immediate cut-off of all
inmate telephones at once, individually, or by group, as well as the ability to preselect hours of operation by telephone or group of telephones.
The Department will have the ability to enable or disable inmate phones on demand
through any system workstation. Phone shutdown may be accomplished “gracefully”,
shutting down all phones once the current conversation is complete or abruptly,
terminating all calls and performing phone shut down immediately. It is important to
note that this function can be performed from a remote workstation, which is useful in
an emergency situation where the site workstations may not be accessible. The
Workstation screen used to perform this function is shown below.

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State of Idaho Department of Correction
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Shutting Down Phones from a Workstation

The Enable/Disable Telephones screen provides the facility staff (with the
appropriate security level) with the ability to control phone activation within the
facility. Control can be at the individual phone level identified by Station ID, the Living
Unit level, or facility-wide.

02.06.12 Manual Cut-Off Switches
All systems, including CWCs 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.

PCS agrees and will comply.
In addition to shutting down phones at the workstation, the State may also shut down
the phones manually through mechanical shutdown switches located in the phone
closets. Authorized personnel will be able to digitally shutdown selected telephones
from the central control centers. PCS believes it is vital for system shutdown
equipment to be designed to ensure maximum phone quality. The industry standard
has been to simply install off-the-shelf shutdown switches in correctional facilities.
PCS research identified a need for higher quality and more sophisticated shutdown
equipment than was available in the marketplace. Based on this research, PCS
designed a switching unit that meets and exceeds the needs of the correctional
environment. The system requires no special technical knowledge to disconnect or
reconnect service.

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State of Idaho Department of Correction
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The ICOR-24 is a patent-pending switching unit that allows PCS employees and/or
correctional personnel to shut down a number of phones with a single switch. This
increases the options for shutting off phones and reduces
required wiring and space required for installations. The
unit can be configured in a variety of ways. It can
accommodate multiple switches, so that only certain
phones are disabled at a time.

PCS' ICOR-24 Shutdown Switch

As the name implies, the ICOR-24 can disable up to 24 phones at a time. If the
facility wishes to control more than 24 phones, then multiple units can be grouped
together as shown in the picture on the right. Each new unit that is grouped gives
you the ability to control another 24 phones.
By using the ICOR-24, PCS can group phones in a variety of ways so that facility
personnel can easily shut off selected phones for the entire institution, central control
center, or by housing unit.
These configurations are not limited to phone locations. For example, there may be
offender phones located in several areas of a facility. Even though these phones
may connect to different trunk lines, they could be connected through the ICOR-24
so that all of them could be shut off at once.
PCS would like to point out to the agency that so far no other offender telephone
system provider has made this quality commitment in providing state-of-the-art cutoff switching units.
PCS can and may implement this feature at the client's request, if and when it is
deemed appropriate.

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State of Idaho Department of Correction
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02.07 Collect or Debit Outbound Calls Only
Only collect or debit system, station-to-station, outbound calls may be allowed
from any telephone within any of the nine (9) institutions with no exceptions. This
includes local, intra-LATA, inter-LATA, inter-State. The expectation is that the
Contractor will carry all inmate traffic via a single network.
PCS agrees and will comply.
Without exception, inmate calls will be restricted to collect, debit, station-to-station,
outbound calls only from the nine (9) institutions.

02.07.01 Inmate Phone Accounts
The proposal must present the department
(debit system). Include in your response
experience with Inmate Phone Accounts in
You
may
propose
and
justify

an option of Inmate phone accounts
details of this plan, including past
institutions/community work centers.
alternatives
to
this
option.

PCS agrees and will comply.
PCS designed and implemented the first debit system in the nation for the Federal
INS (now ICE). Over 50% of all PCS facilities have fully operational debit services,
including the Iowa DOC which is a debit only system. The remaining facilities either
do not require debit services or cannot support the financial accounting services
required for an integrated debit service. PCS operates both integrated and card
based debit services for inmates and distant banking debit services for families.
OPTION FOR DEBIT
PCS is a pioneer in the implementation of debit calling for inmate phone systems.
We installed the first inmate debit system in the country for the Bureau of
Immigration and Customs Enforcement (ICE) formerly know as the INS.
Debit calling allows offenders to call phone numbers that cannot receive traditional
collect calls. These are numbers such as cell phones, certain businesses, and any
other number that cannot accept a collect call. Implementing debit calling improves
the ability of inmates to stay connected to friends and family and decreases their
frustration.
PCS provides inmate telephone services to over 126 correctional facility clients
nationwide. At the request of the majority of our clients, we have successfully
implemented debit calling services at their facilities. The cost savings and increased
revenues realized by implementing debit services at these facilities has proved
beneficial to our customers. PCS is currently promoting the benefits of debit calling
services to the remainder of our clients. Once Debit is installed at a facility, the

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

offenders and their families can pay for calls by using Debit, Collect or Prepaid
Collect.
It is not necessary to interface directly with the commissary software in order to
provide Debit Accounts to inmates. All that would be necessary would be for the
commissary vendor to transfer basic data such as offender name, offender number,
and dollar value of time ordered by the offender to PCS. This could be done at the
same time the file is transferred to the Department.
Debit through commissary accounts allows offenders to make calls and charge these
calls directly to their debit calling account. The offender’s account is checked for
funds prior to a call being connected and the charges are debited from the account
after the call is terminated.
Offenders can simply purchase debit phone-time with an order form. The amount
purchased will be transmitted to PCS’ calling platform and calls will be deducted from
this amount. There is no requirement for human intervention. Debit DOES NOT
require the purchase of physical debit cards.
PCS’ debit services are programmed into the offender call processor. The call
processor also includes the accounting software that allows offender balances to be
easily accessed. Each call is itemized and reports can be generated to share with
offenders to keep them current on all account balances. In facilities where PIN-based
debit services are implemented, offenders can monitor their account balances simply
by entering their PIN number into an offender telephone and a voice prompt will tell
them their current balance. Within the PCS system, an offender can also transfer
balances and get refunds after release from the facility.
The PCS call processor includes the debit calling option within its software. This
allows for the same security systems to be consistent with all the issues being
addressed in a collect-only environment.

02.07.02 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 choose not to use the
identifier requirement in call processing on specific designated telephones. 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 individually
identifying the inmate in the calling environment. Whatever method is selected it

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State of Idaho Department of Correction
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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 so they should be of sufficient length to prevent inmates from
“discovering” other inmate PIN numbers.
PCS agrees and will comply.
The PCS system includes a PIN feature, which will allow the identification of each
individual inmate. These numbers can be assigned during the intake process or at
any point thereafter. Once the PIN is assigned to an inmate, the same number can
be used for that inmate’s entire stay at any DOC location whether continuous or not.
Individual locations can choose not to use PINs for specific telephones. The PCS onsite technicians will administer the PINs for those locations utilizing them.
The use of the inmate’s number by itself is not necessary or recommended. The
PCS System will assign a random number to each inmate. Some agencies use the
inmate number plus a random 4-digit number that can be assigned automatically by
the system. PCS will confer with the Department to determine a policy governing the
creation and use of PINs.

PIN Generation Feature

Once an offender account is created in the PCS System. A file will be created that
can be used to identify the inmate and control their ability to make phone calls as
noted in the screenshot. Other relational screens on the system can be used to
further control inmate calling.
Biometric Voice Identification of Inmates

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State of Idaho Department of Correction
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PCS is pleased to offer the Department “V-PIN”, a method of identifying inmates that
relies on the latest biometric technology to match the inmate’s voice with their
manually input PIN. This eliminates the problem of inmates using PINs that do not
belong to them.
When the inmate makes a call for the first time, he enters his PIN and is prompted to
speak his name twice. A voiceprint is then automatically registered on the call
processor and associated with the PIN. After this initial registration, whenever the
inmate places a call he must enter his PIN and speak his name at the prompt. The
spoken name is compared with the original voiceprint registration for that PIN. If
there is a positive match, the call is allowed. If there is no match, the inmate is
prompted to speak his name again. The number of retries that will be allowed will be
determined by the Department. If there is still no match when the inmate has
exhausted the number of retries allowed, the inmate will not be allowed to make the
call. Name recordings can be reset from the administrative workstation.

02.07.03 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 choose
not to 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.

PCS agrees and will comply.
The PCS System allows the assignment of PINs for inmates so that individual
allowed call lists can be created. Each inmate PIN account will have a defined list of
allowed numbers (“calling list”) that the inmate is permitted to call. Inmates are
strictly prohibited from calling any number that is not either a) present on their
personal allowed calling list or b) present on the State (or facility) global allowed
calling list.
Blanket restrictions implemented for the entire facility will have priority over any
numbers allowed on individual calling lists. Specific institutions can choose whether
to use these calling lists or not. The establishment and maintenance of these lists will
be carried out by the PCS Site Administrator in communication with the locations
electing to utilize them.
The numbers on an offender’s Calling List can be submitted to the agency for
approval before being programmed into the system by the PIN Administrator. The
system also has a self-learn feature that allows the offender to place calls until his

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

phone list contains the maximum allowed telephone numbers (see sample screen
below). This feature reduces the amount of time it takes before a number becomes
active on the offender’s calling list. Telephone numbers that are not routed, such as
blocked or misdialed numbers, will not be added to the offender’s list. When the
offender phone list reaches the maximum allowed telephone numbers, then the
offender will only be able to call the numbers on his list. For a new number to be
added, one of the existing numbers will have to be deleted.

Self-learn Option Selected.

PCS will allow offenders to access an allowed call list once a month on
predetermined dates based on facility. During these predetermined dates, offenders
will be allowed to add up to three new numbers to their allowed calling list as a
request. Upon Department approval, these numbers will be accepted or rejected into
their calling list. No further registration or maintenance of this list will be required by
the agency.

02.08 Attorney Calls
Currently, there is a process in place for establishing a “properly placed attorney
call” within the network. These calls appear in the call detail recording records
but are automatically blocked from either being monitored or recorded. The
Proposer will be responsible for administering and maintaining this database on a
network-wide basis.
The attorney numbers are taken from a list of all Idaho Attorneys received from
the Idaho State Bar Association and are entered into a database. The contractor
adds additional attorney numbers to this database when requested by the
Department. Three-way termination program is turned off as well, (so calls to

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

attorney’s offices can be transferred and allow the attorney to take the call in
his/her office without being cut off). The current list of attorney numbers must be
loaded into the Contractor’s system prior to any Inmate phone calls being made.
Attorneys may request addition to the database by supplying the Idaho
Department of Correction with the request on company letterhead. The
Department will notify the contractor in writing of the request to add the attorney.
PCS agrees and will comply.
Properly placed attorney calls will not be recorded or monitored. The PCS on-site
technicians will administer the database of attorney numbers for all locations. The
three-way termination program will be turned off per instruction of the Department.
The current list of attorney numbers will be loaded into the Contractor’s system prior
to any inmate phone calls being made. PCS will add attorney numbers upon written
notification by the Department.

02.08.01 Attorney call certification
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 the Department contract monitor.

PCS agrees and will comply.
PCS will mail a monthly report to the Department contract monitor certifying that
properly placed attorney calls at each Institution are not being recorded. PCS also
invites the Department to conduct periodic random test calls to ensure no monitoring
or recording is taking place.
This report is compiled by running a comparison between the current and prior
month’s list of protected numbers. Then the database of all privileged numbers is run
and each number is cross-checked against the recording and the monitoring features
to ensure both features are in full effect and that no number has had its’ status
altered from a prior month. All findings are then reported to the DOC in a manner yet
to be determined.

02.09 Monitoring and Recording Requirements
All calls, other than properly placed attorney calls, when originated from a
correctional institution, are recorded and can be monitored.
The current recording and monitoring equipment provides call detail recording for
all calls placed from a given location. This includes the telephone/line used,

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

number dialed, date, time-of-day and duration of the call. This information must
be maintained for future look-up.
PCS agrees and will comply.
RECORDING AND MONITORING
Except for privileged calls that are flagged as “Do not record”, all calls will be
available on the PCS System for monitoring and will be digitally recorded and
archived for subsequent playback on demand. From any system workstation,
authorized personnel may search for calls by PIN, called number, and/or date/time
and simply click on the desired call to listen to the recorded conversation. The
process is quick and simple and the calls are available for playback immediately
upon completion.

Playing Back a Recorded Call

The PCS system allows Special Numbers Tables that can be set as Do Not Record
(such as attorney-client or physician-patient calls), or in the Public Defender’s case
as do not charge.

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State of Idaho Department of Correction
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Telephone Number Control

Monitoring occurs via the investigative workstation using built-in speakers or an
optional headphone set. The investigator can view calls in progress, select the one to
monitor and begin listening in a matter of seconds. Monitoring is undetectable by the
calling or called parties. If deemed necessary (following discovery of harassment or
other threatening conversation) the investigator may disconnect the call in progress.
The investigator can even scan all active conversations in a rotating sequence and
pause on any call that may require further attention.

The Call Monitoring Screen

While listening, the investigator may add notes to the call recording file. In addition,
the investigator can select a pertinent portion of the recorded conversation and save
it as a separate file, add notes related to his/her findings and archive the recorded
conversation on a CD. This is accomplished with just a few clicks of a mouse.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The Comments Window

As shown in the screen shot above, the PCS system allows investigators to make
notes that can be reviewed later.
CALL DETAIL
The PCS System can produce call detail reports showing the calls made by inmates.
Call detail records provide critical information about each call such as, the location
from which the call was made, the telephone/line used, the number dialed, the date,
time-of-day, and duration of the call. This information is available through standard
reports as well as ad hoc queries.
The Chronological List of Calls report and the Offender History report are especially
useful in determining an inmate’s calling patterns and track specific call activities.
Numerous other reports listed here can be used to track inmate calling patterns and
match them to billing.
The PCS CDR Browser and the ad hoc query feature are user friendly. The
presentation format can be customized to:
•
•
•
•
•
•
•
•
•

Display or suppress any stored piece of information about a call record
Sort ascending or descending on any of the fields selected
Select for one or more values in each selection field (e.g. multiple
originating stations, multiple called numbers)
Allow wild card search criteria
Select for a range of dates and times
Search calls of a specified length
Search calls of a particular type
Any call selected can be played by users with appropriate security
authority as well as exported to a CD
Save frequently used ad hoc queries for future use

The user will enter the GUI interface, select their search criteria for a specified report,
click on the preview/print button and view the report results. A screen shot of the
system interface GUI depicts how the user is allowed to define the parameters to be
applied to produce the customized report:

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Data Screen

Note: The Data screen shown above allows the user to view call records within a
facility, select parameters, view call detail records, play recordings, select/hide
columns, and sort data etc.
The system also has approximately forty standard reports that are available and are
easily accessible using a GUI interface on the system or via the web browser. These
reports are indexed and tabbed by the following categories: Financial, Maintenance,
and Investigative Reports as follows:

Selecting Reports

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State of Idaho Department of Correction
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An overview of each standard report is as follows:
Financial Reports
Call Refund

Daily Call Charges
Financial Transactions
Offender Deposit
Offender Reconciliation
Maintenance Reports
City by NPA-NXX Search
Local Exchanges
Non-Area Code/Exchange Attempts
Percentage Grade of Blocking

State By NPA (area code) Search
Investigative Reports
Account Telephone Number List

Alert Notification

Approved Telephone Numbers Search

Call Detail

Calls From PIN Not at Facility

Chronological List of Calls

Description
Generates and prints a summary transaction
report when a Call Refund transaction is
performed.
Provides a list of collect and debit call activity
for a day or date range.
Provides a record of the total number of
financial transactions for an individual offender.
Provides a record of individual offender
deposits.
Offers a detailed reconciliation of an individual
offender’s debit account.
Description
Provides the city and state for a particular NPANXX
Provides area codes and exchanges that are
designated for the local calling area.
Provides record of call attempts to invalid area
codes.
Provides hourly call traffic information showing
the number of calls attempted, the number
blocked by traffic, and the percentage blocked.
The report can be obtained by entering the
desired report period
Provides the state for a particular NPA
Description
Provides a complete current list of allowed
numbers associated with a specified offender
account.
Provides calls made by offenders placed on
alert and calls made to telephone numbers that
have been placed on alert status during the
desired report period. The report can be
obtained by entering the desired report period.
Provides a list of the offenders that are allowed
to call specific telephone numbers. The report
can be obtained by entering the telephone
numbers and the desired report period.
Provides the completed calls by offender (in the
order that they were placed) over a specified
time. The report can be obtained by entering
the offender and a specified time frame.
Provides all offenders’ attempts to place calls
with Invalid PIN numbers. The report can be
obtained by entering the desired report period.
Provides a log of call attempts (successful and
unsuccessful) in the order that they were
placed. The report can be obtained by entering
the type of call (collect, debit, or both) and the
desired report period.

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State of Idaho Department of Correction
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Currently Suspended Telephone
Account

Extra Dialed Digits

Frequently Dialed Numbers

Offender Directory

Offender History

Offender Transfers

Locally Blocked Telephone Numbers
New Offender(s)

Quantity of Calls Placed

Quantity of Minutes Called

Released Offenders

Speed Dial Search

Provides a list of offender telephone accounts
where calling privileges have been suspended
during the desired period. The report can be
obtained by entering the desired report period.
Provides a list of all calls where extra dialed
digits were detected during the desired period.
The report can be obtained by entering the
desired report period
Provides a list of the telephone numbers called
more than a specified number of times within a
specified range of dates. The report can be
obtained by entering the minimum number of
calls to the telephone number and the desired
report period.
Provides a log of all offenders. The report can
be obtained by entering the desired report
period.
Provides all transactions associated with an
offender telephone account over a specified
time including commissary account debit calls,
collect calls, deposits, refunds, transfers, and/or
changes to offender telephone list. The report
can be obtained by entering the offender and a
specified time frame.
Provides a list offender telephone accounts that
have been received or transferred during a
specified time. The report can be obtained by
entering the offender and a specified time
frame.
Provides a list of all phone numbers blocked by
the local facility.
Provides all offender telephone accounts added
during the specified time period. The report can
be obtained by entering the desired report
period.
Provides a list of all offenders that have placed
calls in excess of the user-defined number of
calls in a specific time period. The report can be
obtained by entering the minimum calls
threshold, type of call (collect, debit, or both),
and desired report period.
This report provides a list of all offenders that
have placed calls in excess of a user defined
total amount of minutes in a specific time
period. The report can be obtained by entering
the minimum amount of minutes threshold, type
of call (collect, debit, or both), and desired
report period.
Displays offenders released and removed from
the offender telephone system. The report can
be obtained by entering the desired report
period.
Displays offenders who have called the same

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

System-Wide Blocked Telephone
Numbers
Telephone Numbers Called by More
than One Offender

Telephone Numbers Listed in More
than One Account

Telephone Number Usage

Toll Free Numbers Called by
Offenders

Three Way Call Detect

telephone number during a specified time. The
report can be obtained by entering 3-digit speed
dial codes.
Provides a list of all phone numbers globally
blocked throughout the prison system
Provides a list of telephone numbers that have
been called by a user defined number of
offenders within a specific time period. The
report can be obtained by entering the minimum
number of offenders calling and the desired
report period.
Provides the telephone numbers that are on
more than one offender’s list of numbers
allowed to be dialed. The report can be
obtained by entering the minimum number of
offenders calling and the desired report period.
Provides a list of all calls made to a user
specified telephone number(s). The report can
be obtained by entering the telephone number,
type of call (collect, debit, or both), completed,
uncompleted, or both calls, minimum call
duration, and a specific time period.
Provides a list of toll free numbers (800, 866,
877, 888 etc.) called by offenders. The report
can be obtained by entering the desired report
period.
Provides a list of how many 3 Way Call
attempts were detected. The report can be
obtained by entering the desired report period.

STORAGE AND RETRIEVAL OF CALL DETAIL AND RECORDINGS
As part of the data redundancies provided with the PCS system, Call Detail Records
are automatically polled every five (5) minutes throughout the day. CDR data is first
stored on one server and then copied to a second server at the facility as the initial
archive. Following this, the CDRs are sent to an off-site PCS Billing server. This is
the second backup location. The Billing server database is then backed up and
stored on another disk array at a third backup storage location. Finally, the Billing
server database is copied to magnetic tape and stored off-site at a fourth backup
storage location.
Recordings are stored on the system for the retention period determined by the
State. Storage capacity will not be an issue. The PCS system has diagnostic
capabilities to remotely monitor storage capacity levels and alert PCS Technical
Service. Should conditions approach the pre-determined thresholds either capacity
can be increased or records can be archived onto another storage system.

02.09.01 Selective Listening/Recording/Playback
All systems must be capable of permitting monitoring and recording of all calls
from any inmate telephone located within the institutions (other than properly

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

placed attorney calls). 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.

PCS agrees and will comply.
The PCS System will be designed with the capacity to record and monitor 100% of
all inmate calls except for those designated as privileged, such as attorney calls.
Each site will have all the equipment necessary to record, monitor, and playback
calls for that site. Authorized personnel could also be granted access to call detail
records and recordings for other sites as well, if the Department chooses to grant this
access. All institutions will have access to monitor and record all telephone calls
simultaneously.

02.09.02 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.
PCS agrees and will comply.
The Department does not have to restrict access to monitoring and reviewing calls to
the Control Centers. Authorized personnel will be able to listen to live inmate
conversations and review previously recorded calls from anywhere in the world using
either the built-in PC speakers or headphones.
With an appropriate firewall and Virtual Private Network (VPN), PCS can provide
secure password protected access to the system from remote locations designated
by the Department.

02.09.03 SystemSecurity
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.

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State of Idaho Department of Correction
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PCS agrees and will comply.
A multi-level password access control feature safeguards the entire system by
assigning a specific Security Level to each user. This feature is configured based on
the definitions and restrictions set by the facility. These settings can be quickly and
easily modified on-site or via remote communications by PCS.
Security Level Access Screen
The Security Level Access screen determines the level of access each facility staff
member has to information and their ability to modify settings in the inmate telephone
system. For each security level, access capabilities can be set for each feature.
Access ranges from “None” to “Full Access”. Full access allows the user to view,
add, change, or delete records or settings.
Security Levels include:
OPR – Outlying Operators
MON – Monitors
INTEL – Facility Intelligence Officers
CID – Investigators
CHIEF INV – Investigators
TECH – Technicians
SUPER – Supervisors
FACILITY HQ – HQ Operators
ADMIN – Site Administrator

The Security Level Access Screen

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State of Idaho Department of Correction
Offender Telephone Services RFP01695

Appendix 2-1 – TTY/TTD Cut Sheet and Specifications

2-8

APPENDIX 2-1
TTY/TTD CUT SHEET AND SPECIFICATIONS

Cut Sheet of Supercom 4400

SPECIFICATIONS FOR
SUPERCOM 4400
Physical Dimensions
Size: 10" x 9.5" x 3" (25.4 cm x 24.1 cm x 7.6
cm)
Weight: 3.6 lbs (1.7 Kg) with batteries
Power
AC adapter: 9VDC, 650 ma (barrel is positive)
Adapter is UL/CSA listed
Rechargeable batteries: six, user-replaceable,
NiCad
Batteries will power the unit for 45 to 60
minutes.
Keyboard
50 ergonomic keys in 5 rows
Control key plus 23 function keys
Sticky Keys for single-handed typists
Character set: A-Z, 0-9, Backspace, Return/LF,
Space, +=-$’()”/:;?,.*#%
Display
Blue/green vacuum-fluorescent
Bidirectional
20 characters, 0.25" (6mm) character height
Acoustic Coupler
Accepts both circular and square telephone
handsets
Communication Codes
Automatic code detection on outgoing calls
Memory
32K total, non-volatile
Memory edit functions: insert, clear
Memo/Directory Memory:

9,500 characters
Stores and sends over 100 named memos
Stores and dials as many named directory
numbers as memory will hold
Auto-answer/Conversation Memory:

22,000 characters
Stores recent TTY conversations
Stores over 100 auto-answer messages

Printer port
Parallel (Centronics) interface. Pin
assignments:
1 Strobe
2 D0
3 D1
4 D2
5 D3
6 D4
7 D5
8 D6
9 D7
10 ACK
11 Ground
12 Ground
13 NC
14 NC
Direct Connect/Auto-answer
Uses standard (analog) telephone line
Automatically answers calls
Changeable answer message
Pulse or tone keyboard dialing

APPENDIX 2-2
SIGNAGE IN ENGLISH AND SPANISH

(FACILITY NAME)
UPDATED 10-28-05
ALL CALLS MAY BE MONITORED AND/OR RECORDED AT ANY TIME
TODAS LAS LLAMADAS PUEDEN SER VIGILADAS Y/O GRABADOS EN QUALQUIR MOMENTO

DOMESTIC DEBIT CALLING RATES
(TARIFAS PARA LLAMADAS DOMESTICO DE TARJETAS DEBITA) Local (0 - 12 Miles), Llamadas Local (0 - 12 Millas) Connect Charge (Conecte la Carga):
$1.35
Each Minute (Cada Minuto):
$0.06
IntraLATA, Toll (13+ Miles within area code 718 ), Llamadas de Cobro (13+ Millas dentro
codigo de area 718 ) –
Each Minute (Cada Minuto):
$0.28
InterLATA, Long Distance (outside area code 718), Llamadas de Larga Distancia (fuera de
codigo de area 718) Each Minute (Cada Minuto):
$0.35
Interstate, Long Distance (Outside New York), Llamadas de Larga Distancia (Fuera de
New York) Each Minute (Cada Minuto):
$0.49

SAMPLE

COLLECT AND PREPAID COLLECT CALLING RATES
(TARIFAS PARA LLAMADAS DE COBRAR) Local (0 - 12 Miles), Llamadas Local (0 - 12 Millas) Connect Charge (Conecte la Carga):
$1.90
Each Minute (Cada Minuto):
$0.06

IntraLATA, Toll (13+ Miles within area code 718 ), Llamadas de Cobro (13+ Millas dentro
codigo de area 718 ) –
Connect Charge (Conecte la Carga):
$2.30
Each Minute (Cada Minuto):
$0.18
InterLATA, Long Distance (outside area code 718), Llamadas de Larga Distancia (fuera de
codigo de area 718) Connect Charge (Conecte la Carga):
$2.55
Each Minute (Cada Minuto):
$0.35
Interstate, Long Distance (Outside New York), Llamadas de Larga Distancia (fuera de New
York) Connect Charge (Conecte la Carga):
$3.00
Each Minute (Cada Minuto):
$0.55
Canada –
Connect Charge (Conecte la Carga):
Each Minute (Cada Minuto):

$3.00
$0.55

FAMILIES WITH COLLECT BILLING PROBLEMS SHOULD CALL
(FAMILIAS CON PROBLEMAS CON SU CUENTA LLAME A):

(800) 844-6591

(FACILITY)
INTERNATIONAL DEBIT RATES
UPDATED 10-28-05
COUNTRY

RATE PER MINUTE

AFGHANISTAN
ALBANIA
ALGERIA
AMERICAN SAMOA
ANDORRA
ANGOLA
ANGUILLA
ANTARCTICA
ANTIGUA & BARBUDA
ARGENTINA
ARMENIA
ARUBA
ASCENSION ISLAND
AUSTRALIA
AUSTRIA
AZERBAIJAN
BAHAMAS
BAHRAIN
BANGLADESH
BARBADOS
BELARUS
BELGIUM
BELIZE
BENIN
BERMUDA
BHUTAN
BOLIVIA
BOSNIA-HERZEGOVINA

BOTSWANA
BRAZIL
BRITISH VIRGIN ISL
BRUNEI
BULGARIA
BURKINA FASO
BURUNDI
CAMBODIA
CAMEROON
CAPE VERDE ISL
CAYMAN ISLANDS
CENTRAL AFRICAN RP

CHAD REPUBLIC
CHILE
CHINA
CHRISTMAS/COCOS IS

COLOMBIA
COMOROS
CONGO
COOK ISLANDS
COSTA RICA
CROATIA
CUBA
CYPRUS
CZECH REPUBLIC
DENMARK
DIEGO GARCIA
DIJIBOUTI
DOMINICA
DOMINICAN REPUBLIC

ECUADOR
EGYPT
EL SALVADOR

$4.93
$2.70
$2.96
$3.03
$2.08
$6.34
$2.07
$2.34
$2.01
$2.70
$3.11
$1.90
$3.41
$2.34
$1.45
$3.11
$1.56
$2.67
$4.37
$2.01
$3.11
$2.26
$1.99
$2.67
$1.84
$6.82
$2.73
$2.33
$2.51
$2.44
$1.92
$2.59
$2.67
$4.43
$6.49
$5.45
$3.00
$3.60
$2.16
$6.25
$7.23
$2.33
$2.67
$2.34
$1.99
$6.67
$3.69
$6.84
$2.19
$2.33
$1.78
$2.37
$2.25
$2.06
$4.51
$4.18
$2.19
$1.92
$2.34
$2.78
$1.71

COUNTRY

RATE PER MINUTE

EQUATORIAL GUINEA $6.04

ERITREA
ESTONIA
ETHIOPIA
FAEROE ISLANDS
FALKLAND ISLANDS
FIJI ISLANDS
FINLAND
FRANCE
FRENCH ANTILLES
FRENCH GUIANA
FRENCH POLYNESIA
GABON
GAMBIA
GEORGIA
GERMANY
GHANA
GIBRALTAR
GREECE
GREENLAND
GRENADA
GUADELOUPE
GUAM
GUANTANAMO BAY
GUATEMALA
GUINEA
GUINEA BISSAU
GUYANA
HAITI
HONDURAS
HONG KONG
HUNGARY
ICELAND
INDIA
INDONESIA
IRAN
IRAQ
IRELAND
ISRAEL
ITALY
IVORY COAST
JAMAICA
JAPAN
JORDAN
KAZAKHSTAN
KENYA
KIRIBATI
KUWAIT
KYRGYZSTAN
LAOS
LATVIA
LEBANON
LESOTHO
LIBERIA
LIBYA
LIECHTENSTEIN
LITHUANIA
LUXEMBOURG
MACAU
MACEDONIA
MADAGASCAR

$6.30
$4.00
$3.55
$2.11
$5.18
$3.59
$2.14
$1.90
$2.51
$2.29
$3.16
$2.95
$2.84
$4.26
$1.82
$2.79
$2.34
$2.78
$2.60
$2.59
$2.01
$2.66
$2.22
$1.85
$6.04
$6.78
$3.12
$2.29
$2.06
$2.45
$2.64
$2.33
$3.27
$2.99
$3.44
$4.03
$1.99
$2.69
$2.06
$3.53
$2.12
$1.86
$2.48
$4.26
$2.89
$4.51
$2.66
$4.26
$7.64
$4.11
$3.78
$2.48
$2.52
$2.97
$2.06
$3.82
$2.07
$3.30
$2.40
$6.96

COUNTRY

RATE PER MINUTE

MALAWI
$2.73
MALAYSIA
$2.88
MALDIVES
$4.44
MALI REPUBLIC
$4.49
MALTA
$3.12
MARIANA ISLANDS $5.06
MARSHALL ISLAND $3.16
MARTINIQUE
$2.51
MAURITANIA
$4.25
MAURITIUS
$4.58
MAYOTTE ISLAND $5.47
MEXICO
$1.30
MICRONESIA
$2.99
MOLDOVA
$3.64
MONACO
$1.82
MONGOLIA
$7.34
MONTSERRAT
$2.12
MOROCCO
$3.59
MOZAMBIQUE
$4.86
MYANMAR(BURMA) $6.03
NAMIBIA
$2.70
NAURU
$4.87
NEPAL
$4.00
NETHERLANDS
$1.82
NETHERLANDS ANTILLES $2.06
NEW CALEDONIA $2.92
NEW ZEALAND
$2.62
NICARAGUA
$2.06
NIGER
$3.56
NIGERIA
$2.55
NIUE ISLAND
$7.06
NORFOLK ISLAND $3.01
NORTH KOREA
$4.30
NORWAY
$1.89
OMAN
$2.73
PAKISTAN
$5.22
PALAU
$5.62
PANAMA
$1.71
PAPUA NEW GUINEA $3.21
PARAGUAY
$2.96
PERU
$2.66
PHILLIPINES
$2.88
POLAND
$2.15
PORTUGAL
$2.36
PUERTO RICO
$2.06
QATAR
$2.77
REUNION ISLAND $4.36
ROMANIA
$2.95
RUSSIA
$4.26
RWANDA
$4.89
SAIPAN
$5.06
SAN MARINO
$1.90
SAO TOME'
$6.70
SAUDI ARABIA
$2.74
SENEGAL REP.
$3.70
SEYCHELLES ISLANDS $4.73
SIERRA LEONE
$3.89
SINGAPORE
$2.14
SLOVAKIA
$2.25
SLOVENIA
$2.41
SOLOMON ISLANDS $4.86

SAMPLE

COUNTRY

RATE PER MINUTE

SOMALIA
SOUTH AFRICA
SOUTH KOREA
SPAIN
SRI LANKA

$8.58
$2.47
$2.06
$2.33
$3.80
$1.81
ST. PIERRE/MIQUELON
ST. HELENA
$0.55
ST. KITTS & NEVIS $2.10
ST. LUCIA
$6.21
ST.VINCENT/GRENADINES $2.07
SUDAN
$2.32
SURINAME
$3.69
SWAZILAND
$2.62
SWEDEN
$1.85
SWITZERLAND
$2.06
SYRIA
$4.43
TAIWAN
$2.66
TAJIKISTAN
$4.26
TANZANIA
$2.89
THAILAND
$2.82
TOGO
$3.03
TONGA
$4.04
TRINIDAD/TOBAGO $2.12
TURKS & CAICOS ISLANDS $2.08
TUVALU
$7.89
U.S. VIRGIN ISLANDS $1.47
UGANDA
$2.88
UKRAINE
$3.11
UNITED ARAB EMIRATES $2.30
UNITED KINGDOM $1.16
URUGUAY
$2.71
UZBEKISTAN
$4.26
VANUATU
$6.29
VATICAN CITY
$2.06
VENEZUELA
$1.84
VIETNAM
$3.43
WALES
$6.10
WEST SAMOA
$4.43
YEMEN,REP. OF
$2.81
YUGOSLAVIA
$2.51
ZAIRE
$2.86
ZAMBIA
$5.48
ZIMBABWE
$2.82

State of Idaho Department of Correction
Inmate Phone Service RFP01695

03 Implementation and Ongoing Service Requirements
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 clear sense of how the implementation will
be accomplished.
03.01 Complete Installation
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.
PCS agrees and will comply.
PCS will provide the State of Idaho Department of Corrections a fully integrated, state-ofthe-art, turnkey inmate telephone system. This will include all equipment, software,
cabling, training, database creation, programming, support, and service.
PCS’ strategy for a successful installation involves extensive planning. This includes
contingency planning and complete redundancy during installation to ensure service
without interruption. PCS will provide a detailed installation plan to the State within 30 days
following the Contract Effective Date. PCS will coordinate installation and transfer of
existing databases with the State and with the incumbent provider in order to ensure a
smooth transition of telephone service and minimal effect on facility operations.
For PCS’ Implementation Schedule, see Appendix 3--3.

03.01.01 Installation Project Scheduled Requirements
The Department desires that installation be accomplished by a mutually agreed upon
date as soon as possible but not more than 60 days after the contract award.
Determination will be made on a site-by-site implementation versus a system-wide
implementation.
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. Cut over may be staged
with a 1day window between institutions for problem resolution. Cut over will be
scheduled by agreement between the contractor and the IDOC but the contractor may
be requested to cut over between the hours of 10pm and 5am. 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 and network-wide.
The bidder shall submit a complete and detailed schedule of the time frame required

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

for installation, utility coordination, training, cut over and testing. The system shall be
installed in a manner and under a time frame designed to minimize disruption of the
normal functioning of the institutions
PCS agrees and will comply.
PCS has provided a detailed Project Implementation Schedule in Appendix 3-3. PCS
plans to use three (3) teams to complete the transition at all correctional institutions and
community work centers within sixty (60) days. Installation will be completed in a manner
and within a time frame designed to minimize disruption of the normal functioning of the
institutions.

Sample Installation Project Schedule

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The ISCI will be the first site to cut over. All scheduling will be subject to Department
approval. Continuity of service will be maintained at all locations during installation with
minimal inconvenience to the facility.

03.01.02 Implementation Plan
Present a summary Implementation Plan for fully functional service that meets all the
requirements of this RFP. Identify tasks and milestones. List time intervals for each
milestone, in days from award. Describe project 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.
PCS agrees and will comply.
SUMMARY OF IMPLEMENTATION PLAN
PCS will meet with designated agency officials to review plans for implementation and
seek agency approval to proceed. These plans will include the major milestones
referenced below:
1. Site inspection – Shortly after contract signing, PCS will begin inspecting all the
facilities where equipment will be installed. Three teams will visit different sites,
making notes as to equipment, cabling, procedures, access, personnel, and
security requirements for each location.
Time Interval: begins 3 days following award.
2. Software installation – All software will be installed on call processing equipment
and workstations.
Time Interval: begins 12 days following award.
3. Delivery of equipment – Offender telephones, call processors, recording and
monitoring equipment, workstations, and related equipment will be delivered to the
facility where it will be installed.
Time Interval: begins 16 days following award.
4. Site preparation – Each site will be prepared for delivery and installation of
equipment.
Time Interval: begins 18 days following award.
5. Cabling installation - Additional cabling will be installed, where and if needed.
Time Interval: begins 18 days following award.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

6. Equipment installation – Installers, divided into three teams, will install all of the
required equipment.
Time Interval: begins 32 days following award.
7. System Testing – PCS will test every piece of equipment to ensure it has been
installed correctly and is functioning properly.
Time Interval: begins 36 days following award.
8. Customer Training – All agency personnel who will have any responsibility for or
interaction with the offender telephone system will be trained within a day or two of
conversion.
Time Interval: begins 36 days following award.
9. Conversion – At each facility, existing equipment will be unplugged. The new
equipment will go into service within seconds resulting in minimal disruption. Test
calls will be placed from each offender telephone to ensure everything is working
properly.
Time Interval: begins 50 days following award.
10. Acceptance – Implementation is complete when the agency is satisfied that the
system is functioning properly.
Time Interval: begins 59 days following award.
PROJECT MANAGEMENT APPROACH
PCS has an outstanding record of providing seamless cutovers of inmate telephone
systems. The key to a successful installation is exhaustive planning. This includes
thorough contingency planning with complete redundancy to ensure the continuous
operation of all services.
PCS’ proposed calling system will be delivered to the DOC 48 hours prior to cutover. Each
calling system will have undergone testing at the manufacturer’s site prior to delivery.
PCS’ key personnel and technicians assigned to this project have had extensive training
and experience with installing the inmate telephone systems at correctional facilities
nationwide. PCS’ installation and maintenance team will receive full support from the
manufacturer for the entire duration of this contract.
All installation procedures will be reviewed with and approved by the DOC’s designated
representative prior to beginning the implementation process.
The following is an overview of the tasks associated with the transition process:

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

1) Install and test the call processing hardware and workstations. (1 workstation will
be installed at each of the 15 correctional facilities plus 3 at DOC Headquarters for
a total of 18 workstations system wide.)
2) Replace phones as follows:
a) Remove current telephone instrument from location (individually).
b) Install new telephone instruments.
c) Test each telephone instrument to insure proper working order.
d) Remove all debris from site.
3) Cutover the new system once telephones are operational.
4) Remove existing/old equipment once the new system is set up and fully
operational.
PCS will coordinate with the DOC and the incumbent provider to ensure that there is no
interruption in telephone service and little or no disruption to facility operations.
Equipment and Installation Testing
Each call processor is run for 72 hours at the manufacturing center. All boards and subassembly are tested prior to leaving the manufacturer and retested prior to assembly. This
will ensure that all hardware components are functioning properly before they are shipped.
Prior to installation at the DOC each processor will be opened and inspected for damage.
PCS will also test all circuits and trunks prior to the cutover of any of the facilities.
These circuits will include, but not be limited to, the following:
• Frame circuits between each facility and the WAN.
• OPX Lines (Off Premise Extensions).
• T-1 circuits between each facility and the IXC.
• Central Office trunks between the facility and the C.O.
• Station Circuits between the station sets and the Call Processor.
• Cabling between the Call processor and the Demarc.
• 10-Base T cables to connect additional workstations to the system.
Additionally, PCS will order trunk test facilities at least two weeks prior to scheduled
cutover. All lines, stations, and other equipment will be tested for proper operation and
function prior to the cutover date. PCS will be responsible for determining all wiring and

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

software requirements, costs associated with the conversion of service from the LEC,
negotiations with the LEC, and notifying the DOC of any delays in implementation.
PCS will provide the DOC with a project implementation schedule identifying all tasks
necessary for a complete system cut over. This implementation schedule will also be
available through SOPHIA, PCS’ proprietary browser-based management application. This
will enable the DOC to view all work in progress and/or any possible delays to
implementation. The PCS Project Manager will provide the DOC representative with a
regular update on all progress, either by phone, email, or in person. Please see Appendix
3-3 for PCS’ Implementation Schedule.
Throughout the pre-installation, installation, and during final stage testing, PCS effectively
implements a checklist system to document that all functionality requirements are
completed and accurately met. Once installation of the system is complete, another
functional test is performed on all system components. The designated DOC
representative will then check all items in accordance with the appropriate approval
process to ensure that all equipment, circuits, and trunks to be cut over meet the
specifications of the RFP.
Installation of Call Processors
All inmate telephone call processors and workstations will be installed adjacent to the
existing equipment without obstructing its services. Installation is a matter of unpacking the
equipment, placing it on a rack or desired phone room area, punching down the detainee
phone cables and outgoing- lines, and initiating system power. The system is then tested
to ensure proper software configuration. This will include the downloading of any
databases currently used by DOC.
These databases include, but are not limited to:
• Blocked Number Call Lists
• Inmate PIN’s and PAN’s
• Alert Features
• Reports
A typical installation schedule is shown in the Implementation Schedule at the end of this
section
Cutover
Each inmate telephone station will be cut over individually and each cutover will involve 2
PCS technician teams. One team will be in the telephone closet and will be removing the
single-pair wire from the current phone system block and moving it to the new phone
system block. Concurrent to this procedure, a PCS technician will be removing the current
inmate phone set and replacing it with a new PCS inmate phone station set. This process
will continue until all phone sets are replaced and tested.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The following items need review and administration by DOC representatives.
• Security Clearances and checks.
• Scheduling of installations with Facilities.
• Escort Assignments.
• Access to Facilities.
• Access for Telephones and Network Circuits.
Follow-up
PCS recognizes that part of their responsibility when a contract is awarded is to create a
single point of contact for the customer whereby PCS takes all responsibility of ensuring a
seamless cutover, including the testing and compliance of all equipment to be installed.
Chris Moore, PCS Project Manager has been assigned to the DOC in this capacity. By
adopting this philosophy, PCS does not rely on the assurance of others. PCS has
developed extensive testing procedures and apparatus that are used prior to the
installation as well as during the installation of equipment. Further, PCS adopts this
philosophy on an ongoing basis, including the development of additional procedures
based on prudent management as well as field experience to then develop a preventive
maintenance strategy. PCS’ preventive maintenance strategy is a constant evolution of
adopting field experience from PCS and industry related experience to take advantage of
an ongoing learning curve for both existing and new technologies.
Equipment Testing
The call processors are inspected and tested several times prior to cut over. All boards
and subassemblies are tested prior to leaving the manufacturer and re-tested prior to
assembly at the DOC. Prior to installation at the facility, each processor will be opened
and inspected for damage during shipment. Once installation of the system is complete,
another functional test is performed on all system components. Throughout the preinstallation and installation process, as well as during final stage testing, PCS will
effectively implement a checklist system to document that all functionality requirements
are completed, and accurately met.

03.01.03 Implementation Project Management
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.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

The PCS implementation will be under the direction of Doyle Schaefers, Vice President of
Operations. Chris Moore, Senior Project Manager will manage the project assisted by
Alfredo Graham, Project Manager, who will be directly involved in day-to-day activities.
Three teams will be used to coordinate installation. Two of these will install equipment at
the correctional facilities. A third team will install equipment at the community work
centers. Qualified Project Managers, Engineers, and Technicians will carry out all work.
KEY PROJECT MANAGEMENT PERSONNEL

Doyle Schaefers– Vice President of Operations.
Mr. Schaefers began his career in the electronics
communications field in 1988 while in the U.S. Marines. He
has served as project manager for dozens of
telecommunications and electronic system projects,
including the complete upgrade of the following: prison
telephone cable plant, PBX hardware and software, fire
alarm systems, fence alarm systems, CCTV systems and
digital two-way radio system.

Chris Moore – Senior Project Manager. As senior project
manager, Mr. Moore’s responsibilities include planning,
implementing, and supporting the installation of
telecommunications, telemedicine, and video conferencing
equipment in correctional facilities. In addition to serving as
Senior Project Manager, Mr. Moore provides support to
field operations.

Alfredo Graham – Project Manager. Mr. Graham is
responsible for implementations of Offender Telephone
Services and related equipment, and Supporting
technicians with installs, testing, and maintaining these
systems using the latest test equipment.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

RESUMES
Doyle Schaefers – Vice President of Operations
Mr. Schaefers joined Public Communications Services in October of 1998 as our Director
of Inmate Operations. In that role, he was responsible for all equipment implementations
and the technical operations related to PCS' inmate accounts. These activities include
project management, equipment specification and configuration, technical support, and the
optimizing of system performance.
In his current role, Mr. Schaefers is called on to provide account retention services for our
existing customers. This position requires Mr. Schaefers to maintain contact with our
existing customers in order to recommend enhancements of both technology and services
and to assist in follow-up of any ongoing issues with outside providers or PCS.
Mr. Schaefers began his career in the electronics/communications field in 1988 while in
the U.S. Marines. After ten months of extensive training in electronics and calibration
theories, he worked as a bench technician for four years. He worked on equipment that
ranged from sophisticated test, measuring and diagnostic equipment to weapons and flight
control
While employed as an Electronics Technician with the Federal Bureau of Prisons, Mr.
Schaefers received first-hand knowledge of telecommunications and electronics in a
prison environment. He was responsible for the specification, installation, modification, and
maintenance of nearly all the electronic and communications equipment required for a
medium/high security prison. Systems included the following: perimeter detection, CCTV,
paging, fire alarm, administration telephones and inmate telephones.
To keep up with the changes in the dynamic telecommunications field, Mr. Schaefers has
attended numerous seminars and classes. He received certification to install and program
the Harris Digital Telephone Systems 20-20 series PBXs in 1997. He has also received
training and has extensive experience in the splicing and termination of fiber optic and
copper communications cabling systems.
Mr. Schaefers has served as project manager for dozens of telecommunications and
electronic system projects, including the complete upgrade of the following: prison
telephone cable plant, PBX hardware and software, fire alarm systems, fence alarm
systems, CCTV systems and digital two-way radio system. He has provided project
management and oversight for numerous inmate telephone system implementations after
joining the PCS team.
Mr. Schaefers has augmented his telecommunications and electronics training with a
Bachelor of Science degree in Management Information Systems from California State
University Long Beach.
Chris Moore - Senior Project Manager
Mr. Moore joined PCS in January 2002 as Project Manager and was promoted in 2003 to
Senior Project Manager. Mr. Moore’s responsibilities include planning, implementing, and

3-9

State of Idaho Department of Correction
Inmate Phone Service RFP01695

supporting the installation of telecommunications, telemedicine, and video conferencing
equipment in correctional facilities. Mr. Moore also helps the Inmate Operations
Department with occasional technical writing, RFP support, and training. In addition to
these responsibilities, Mr. Moore oversees two PCS personnel; the Project Coordinator
and the Shipping/Inventory Coordinator. Mr. Moore has been involved in every single
account serviced by PCS. He has supervised the initial on-site installation for Bernalillo
County, NM, the Dominican Republic, Oakland County, CA, Santa Cruz, CA, Pamunkey
Regional (Hanover County, VA), and others.
Chris Moore has experience working in the technical project management industry since
1999, where he worked on the East Coast for PayTel communications. He started his
career with PayTel as a PC Technician/Operations Specialist and later progressed to the
role of Inmate Operations Manager, reporting directly to the COO. At PayTel, he received
first-hand knowledge on the bidding, planning, implementing, and supporting of
telecommunications requirements of offender facilities in Davidson County and Knoxville,
Tennessee.
Mr. Moore holds a Bachelor of Science degree in Business Management from North
Carolina State University, he is also a certified CompTIA A+ technician and Cisco Certified
Network Associate (CCNA).
Alfredo Graham - Project Manager
Mr. Graham joined PCS in April 2005 as Project Manager. He has previously held
positions of Senior Systems Engineer and Applications Engineer in the emerging products
division at Nokia while managing the successful deployment of various
telecommunications projects across the country. He has also managed the development,
deployment, and operations of a data communications infrastructure at the El Rancho
Unified School District. Mr. Graham began his career as an Electronics Technician and
later progressed to the role of Member of Technical Staff while contributing to the
manufacture of space-borne satellite systems for Northrop Grumman.
His current responsibilities include planning, implementing, and supporting the installation
of telecommunications equipment in correctional facilities. Mr. Graham also assists the
Inmate Operation’s Department with occasional technical writing, RFP support, and
training.
Mr. Graham holds a Bachelor of Science degree in Computer Science from California
State Polytechnic University. He is also a Checkpoint Certified Security Administrator.

03.02 Change Over from Existing Contract
The existing contract with WorldCom will expire December 14, 2005. Coordination of
any changes in service will be determined by all parties involved to assure a
transparent change without loss in services.
PCS agrees and will comply.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

PCS will coordinate installation and transfer of existing databases with the State and with
the incumbent provider in order to assure a smooth transition of telephone service without
loss in services and minimal effect on facility operations.

03.02.01 Testing and Acceptance
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.
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.
PCS agrees and will comply.
PCS will conduct testing at each institution. These tests will be conducted over the period
of thirty (30) consecutive days beginning when installation is complete. Test results will be
submitted to the IDOC for acceptance. PCS has provided a detailed Test Plan in Appendix
3-6 at the end of this section.

03.03 Training
Training must include all inmate phone 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.
PCS agrees and will comply.
PCS will provide complete training including: inmate phone functions, system
administration, report generation and use, recording/monitoring, vendor support
procedures as well as many other areas that will ensure that the State will receive optimal
value. Hard copy and online resources will be made available to serve as reference and to
provide additional self-guided training.
On-site training will be conducted immediately upon the installation at each facility to
ensure that all system users are thoroughly trained. Training typically lasts for a full day
and the curriculum is designed to cover these topics:
Training needs to be categorized into two distinct levels.
1. Security Training: (Includes Investigative Personnel)

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

a. Reports
b. Methods to Maximize information/ Minimize Time
c. What is allowed and not allowed.
2. Administrative Training
a. What information is available
b. How to run basic reports.
SECURITY TRAINING
The investigative personnel will have access to the PCS System and all the call records
and recordings made by inmates. The amount of information can at times appear
overwhelming, however, the system has reports that will assist in identifying areas of
concern. Various methods have been developed to assist in zeroing in on where the most
useful information can be obtained.
PCS will provide classes that help investigators understand what can and cannot be used
in prosecution and investigative purposes. PCS will provide this training through Mr.
Randall Yankee, PCS Senior Account Manager. Mr. Yankee is a 21-year veteran from
corrections and brings vital insight to the investigative process. These will be hands on
training-classes with user manuals specifically designed and created for security
personnel. There will be open discussions or sensitive issues. PCS will provide a full
presentation that will include the vital portions of investigating. Some sample screens from
this presentation are included below.

ACCESS and PRIVILEGE

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

ADMINISTRATIVE TRAINING
On-site training will be conducted immediately following installation, but prior to system
turn up at each facility. Training typically lasts for a full day and the curriculum is designed
to cover inmate phone functions, basic system administration (Call Processing, Blocks,
etc.) as well as a targeted review of the system’s many investigative tools (Shadow
Recording, Monitoring, reporting, etc.) Training will also cover general matters such as
trouble reporting, resolution and escalation procedures.
There will be a need to provide system administration training to those responsible for dayto-day operations including vendor support procedures. An installation is not complete until
those who use it are comfortable with day-to-day operations. This is best accomplished
through hands-on training following system activation. To this end, PCS recommends that
training be conducted on site as each facility is installed.
Specialized reports will be created on a facility-required basis. Follow up training will take
place three weeks after the last initial on-site training. There will be annual training for the
life of the contract. The comprehensive training curriculum is designed to cover complete
system administration and all investigative tools.
Training will take place three weeks after the last initial set-up training. This should be set
for three days and can be delivered to Department of Corrections staff based on the
number of participants. This will further expand on the rich technology and many advanced
features that the PCS System will provide and how and when to use them. Also included
will be: how to escalate trouble tickets, how to follow and track progress of trouble tickets,
training on procedures and time response of repairs, and training on whom to go to for
responses that may come up sometime during the contract.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Context Specific Help Screens on Workstations
As an additional aid, the workstation offers context-specific help screens to assist the user
during any process. By simply pressing the F1 key, a help window will appear with
contents targeted toward the workstation function in use.

Context Sensitive Help Screens

24/7 Customer Service
At anytime during the contract you can access our Technical Service Training team and
request to set up a training course for new personnel and for follow up training for existing
personnel. PCS will automatically assume DOC personnel will need introductory and/or
refresher training at least once a year conducted by PCS. Formal training will be
conducted at any time if there is a new product introduced at anytime during the contract.
On-Line Training
At anytime during the term of the contract, Department of Corrections personnel will be
able to call the PCS Technical Service desk and ask for on-line assistance. Since DOC
workstations will be connected to our WAN, our service representatives will be able to log
on to the remote user’s workstation and walk them through any operation. Our
representatives will be able to see on their screens exactly the same thing DOC personnel
are viewing on their screens at exactly the same time. This service will be available 24/7.

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State of Idaho Department of Correction
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PCS System Overview
The System Overview will explain how data, from call recordings and call records that are
obtained from the offender telecommunication system, are transported and shared across
the entire DOC system. Also discussed will be how information is stored and how PCS
monitors and maintains the system. We will also cover what operations take place at the
central server, how we will create a WAN for the DOC and PCS’ roles and responsibilities.
The goal of the overview will be to help the DOC personnel understand the best way to
utilize and address any of their future needs.
System Administration
The system administration overview will describe system access, navigation, and how to
use the system for PIN administration. In addition, attendees will be trained to set up the
call list, the methods by which they can set call parameters and restrictions, generate a
wide range of reports, and identify problems. Finally, the overview will demonstrate how
the system will instruct inmates how to use the system to make calls via automated
system prompts.
Recurring Training
Since personnel associated with the offender calling system will likely change from time to
time, PCS will provide refresher training to DOC personnel throughout the life of the
contact.

03.03.01 Initial Training
Contractor must provide initial training on the use of all equipment and functions
available to the Department, institutions, and inmates prior to cut over. 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 be provided to inmates immediately impacted by any system change as
well as for future inmates.
Proposals should detail the following:
.
.
.
.

•Type(s) of training, contents of training sessions and materials;
•Amount(s) of training: number of sessions, lengths of sessions,
maximum number of people per session;
•Certificates of training
•User manuals

PCS agrees and will comply.

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State of Idaho Department of Correction
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Classes will be comprised of the five (5) employees from central office and five (5) from
each institution and will be conducted on site at each facility immediately following
installation. Training typically takes one full day, and the only restriction in the number of
attendees is the amount of space available within the room that the VAC workstation will
be located.
A User Manual will be provided with each workstation. The User Manual is also available
on CD. Certificates of completion will be provided to all class participants. In addition,
“Train the Trainer” sessions will be arranged to meet your training needs. Certificates of
training will be provided.
The following chart shows a Sample Training Course Outline:

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State of Idaho Department of Correction
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Sample Training Course Outline
Introduction

Overview of the Inmate calling System functions and
features

[Approximately 1 hour
depending on questions.
Slightly modified for each
audience.]
Workstation Access Control
[This is a separate “hands on
session. Approximately 1 hour.]
System Administration
[Approximately 2 hours]

Reporting/Investigative
Functions
[2-3 hours. This session usually
generates the most excitement]

Calling Process
[1/2 hour]

Overview
User ID Management
Security Level Access Management
User Alerts
Brief Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
Enable/Disable Telephones
Account Overview
Add a New Inmate Account
Update Inmate Information
Update Inmate Phone List
Transfer Inmate Between Facilities
View Calls in Progress
SPY – Monitoring
SPY – Snitch Investigator Notification
General Reporting Capabilities
Defining Report Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recording
SAM Archive CD
Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements

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State of Idaho Department of Correction
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PCS will customize these courses to meet the Department’s needs. For additional detail
on the proposed training, please see PCS’ response to “Training” in subsection 03.03,
pages 11-15.

03.03.02 Ongoing Training
In addition to the required initial training at the time of implementation, which is
described in Section 03.05.01 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 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 Contract Office at the
IDOC Central Office in Boise.
PCS agrees and will comply.
Ongoing training will be provided for institution staff and central office staff. Training
materials will be supplied on an ongoing basis. Whenever changes in service or systems
operation are made, training materials will be updated accordingly.
Semi-annual training will be provided at each institution. Certificates of Completion will be
awarded to personnel who complete the training. Copies of these certificates will be sent
to the head of the individual’s facility, as well as to the Contract Office at the IDOC Central
Office in Boise.

03.04 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.
Proposals must describe in detail the establishment, location(s), 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.
PCS agrees and will comply.
The PCS’ National Technical Service Center serves as the single point of contact for every
remedial maintenance issue or trouble that may arise 24 hours per day, 7 days per week,

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365 days a year. All troubles may be reported on the 24-hour toll-free number 1-800-6INMATE (1-800-646-6283).
The PCS Technical Service Department reports to the Vice President of Operations who
also oversees project installation, customer service and billing. Quality customer support
begins with a quality installation. It is the result of outstanding engineering expertise
combined with extensive planning, contingency development, attention to detail, and
excellent user training.
PCS Technical Service will coordinate all inmate phone system work order and repair
issues. Whenever outages or equipment problems occur, the Dispatch Center
Administrator will enter a trouble slip into the Keystone trouble slip tracking software. The
Local Technician assigned to the location will be notified of the problem and will begin
working the problem in accordance with approved procedures and guidelines. For details
on Keystone, please see "Customer Service", Section 03.04.01, pages 20-22.
For preventive maintenance and onsite technical support, PCS has contracted with
Communiqué Network Services, L.L.C. (CNS). CNS specializes in contracting services to
inmate telephone manufactures. The success of this growing company in attributable to
the drive for perfection attributable to its founder and President, Joe Joseph. CEO and
President since 1990, Mr. Joseph has more than 18 years experience in
telecommunications networking and thirty-three technicians currently employed in the
maintenance of 13,056 lines in 268 facilities. Mr. Joseph prides himself on the quality of
service provided to every customer and is actively involved with the account base.
CNS has a well established a reputation for being one of the most responsive and
thorough service providers in the industry. The current relationship with inmate telephone
vendors spans thirteen years within eleven states; Alabama, California, Idaho, Western
Montana, Oregon, South Dakota, Washington, Northern Utah, Nevada, Texas and
Oklahoma. CNS also has well-established relationships with SBC, Qwest, Verizon and
AT&T.
CNS specializes in providing complete installation and repair of inmate call processing
equipment, workstations, recording and monitoring equipment and inmate telephones.
CNS also touts aggressive and responsive maintenance and repair services with 24/7/365
access. All major outages have a four-hour response time while general repairs and
maintenance are handled on a next business day basis. Customized repair services are
available upon request.
Seven (7) local technicians will be assigned to the State by CNS for the duration of the
contract. PCS Customer Service will coordinate all offender telephone system repair
issues directly with the local technicians.
PCS is committed to maintaining a proactive relationship with the State of Idaho for both
pre-maintenance and emergency responses in order to maximize customer satisfaction.
This includes ongoing remote diagnostics to correct any potential problems before they
occur as well as dispatching repair technicians once a trouble has been reported.

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State of Idaho Department of Correction
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As evidence that PCS will maintain service standards, quality, continuity, transparency,
and adequacy of staffing and other resources for the life of the contract, we invite you to
contact the following references:
1) Mr. Fred Scaletta, Executive Officer
State of Iowa Department of Corrections
Address: 523 E. 12th Street, Des Moines, IA 50319
Direct: 515-242-5707
Cell Phone: 515-360-9300
E-Mail: fred.scaletta@doc.state.ia.us

2) Mr. Dave Lingren, Chief Operations Officer
State of Iowa Communications Network
Direct: 515-725-4795
Fax: 515-323-1791
Cell: 515-707-1638
Pager: 515-849-2327
E-Mail: dave.lingren@icn.state.ia.us

03.04.01 Customer Service
Toll free 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 include 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.

PCS agrees and will comply.
PCS Technical Service Representatives are available to assist designated department and
institution staff with all of the above requests and more at our 24-hour toll-free number 1800-6-INMATE (1-800-646-6283). This number may be called for any of the requests
listed above. It is answered by a live-answered technical service representative at all times
with no automation or prompts to get through and NO hold times at all.

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State of Idaho Department of Correction
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PCS Technical Service will coordinate all work orders for such things as adds, moves, and
changes, scheduling of work, updating records and systems, requests for information, etc.
PCS will also coordinate all inmate phone system repair issues. Whenever work is
requested or problems with equipment occur, the Dispatch Center Administrator will enter
a trouble slip into the Keystone trouble slip tracking software. The Keystone system is a
modern, state-of-the-art ticketing (slip) system. The system is used to constantly monitor
issues and tasks, record data, and produce reports. Keystone allows all authorized
personnel to check the status of any problem at any time. PCS customers can also access
Keystone through SOPHIA to see a history of trouble slips and follow up on the status of a
trouble ticket. Please note the following sample screen:

SOPHIA Screen Showing Trouble Tickets

If the user clicks on a specific Slip Number, the following Keystone Ticket appears:

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

Keystone Screen

The ticket shows the location, nature of the problem, time of outage, response time,
priority, status, and any notes. PCS will maintain sufficient spare parts to facilitate speedy
repairs. The PCS Dispatch Center is available twenty-four hours a day, seven days a
week.
Dispatch operators follow-up on ticket status daily. Department personnel can log-on at
any time to review any open tickets on the Keystone Ticketing System along with
reviewing any closed items.
PCS will review an escalation procedure with the Department. Priority Levels, as tracked
in Keystone, will be critical to establish criteria to ensure that all maintenance and repair is
complete in an appropriate time frame.
When a system malfunction occurs or other problem arises, the On-Site Technician or
authorized Department staff should call PCS at 800-6-INMATE with a description of the
problem or request and priority level.

03.04.02 Programming and Data Administration
Initial and ongoing management of all databases created for the State will be fully
supported and maintained by the Contractor.
PCS agrees and will comply.
The two (2) PCS Site Administrators will create and maintain all PCS System databases.

03.04.03 Software Upgrades

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State of Idaho Department of Correction
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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.
PCS agrees and will comply.
Software upgrades will occur approximately every 6 months. PCS will offer the State new
and enhanced features without charge for the life of the contract. PCS will make a report
to the State every year outlining these product improvements and how they can be of
benefit. It shall be up to the discretion and direction of the Department whether to
implement any of them.

03.05 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.
Inmate Phone Meetings will be held semi annually or as needed. Included in the
meetings will be 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.
PCS agrees and will comply.
PCS looks forward to serving as the Department’s consultant on phone related matters.
Randall Yankee, Senior Account Manager, will take the lead in providing these services to
the State. Mr. Yankee will meet with the Department in this capacity as requested at no
cost to the State. For more information on Mr. Yankee, please see the "Contract
Administration Requirements", in the following subsection 03.06.

03.06 Contract Administration Requirements
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
Responsibilities for contract oversight will be by the IDOC, 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.

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PCS agrees and will comply.
Randall Yankee, PCS Senior Account Manager, will serve as the dedicated contract
manager for the State of Idaho Department of Corrections for the life of the contract.
RANDALL YANKEE, WEST COAST REGION SENIOR ACCOUNT MANAGER

Randall Yankee – Senior Account Manager.
Chief liaison between PCS and the State of Idaho
throughout the RFP evaluation, contract signing process,
and thereafter. Mr. Yankee joined the Inmate Sales team
of PCS in August 1999 for Marketing and Special Projects.
Prior to joining PCS, Mr. Yankee served 27 years in
California law enforcement. His background includes
correctional operations, administration and management,
law enforcement covert operations, information systems,
grants and legislation.

Randall Yankee joined the Sales Staff of Public Communications Services in August 1999
for Marketing and Special Projects. Prior to joining PCS, Mr. Yankee served 27 years in
California law enforcement, progressing through the ranks until retirement as the senior,
non-elected, executive with the third largest Sheriff's Department in California. Mr.
Yankee's public safety background included correctional operations, administration and
management, and law enforcement covert operations, information systems, grants and
legislation.
Mr. Yankee holds two Bachelor degrees in Administration of Justice and in American
History, as well as a Masters Degree (awarded with Distinction) in Public Administration
with emphasis on inter-governmental finance from the University of California. During his
Masters program, Mr. Yankee was elected a research fellow of the Brookings Institute and
in 1994, based on his innovative law enforcement work, he was nominated as a Fulbright
scholar to Cambridge University, Cambridge, England.
Prior to his law enforcement career, Mr. Yankee served in the United States Army,
including tours in Europe and Viet Nam; and was chosen for assignments such as United
States Embassy service, Officer Candidate School instructor and a Department of the
Army Management Team. Dedicated to community service, Mr. Yankee is an active Cadet
Admissions Representative for the United States Military Academy at West Point, New
York, and is an honorary member of both the West Point Society of the Inland Empire and
the West Point Society of Greater Los Angeles.
Mr. Yankee remains active in the criminal justice and intelligence community and, for
example, was recently recruited by the United States Department of Health and Human
Services as a national advisor on issues of substance abuse and early intervention within
the security industry.

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Most recently, Mr. Yankee was appointed to the board of the National Security Director's
Round Table in early 2004.
Doyle Schaefers, Vice President of Operations will assist Mr. Yankee by overseeing any
implementations that may be required. Alfredo Graham, Project Manger, will manage and
project-related activities. For additional information on Mr. Schaefers and Mr. Graham, see
"Implementation and Project Managent", Section 03.01.03, pages 8-10.

03.07 Reporting Requirements
Proposals must describe all reports listed below, with the expectation that Department
personnel will be trained to produce reports in addition to those provided by the
Contractor. Underlying data must be maintained for the life of the contract.
PCS agrees and will comply.
The PCS System provides a wide variety of standard reports as well as the ability to
create ad hoc inquiries of call data. Training on how to run reports, as well as other
features and functionalities, will be provided upon installation and on an ongoing basis as
needed. Additionally, PCS will provide reports to the State as requested. We refer to the
underlying data for these reports as CDR or Call Detail Records. This information will be
maintained for the life of the contract.

03.07.01 Usage Reports
Call detail reports and regular reports of all calls placed from inmate telephones.
Describe the various 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 determine, 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.

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State of Idaho Department of Correction
Inmate Phone Service RFP01695

PCS agrees and will comply.
The PCS System can produce call detail reports showing all calls made by inmates. Call
detail provides critical information about each call such as, calling number, called number,
inmate name, date, time, and call duration. Reports can be sorted by each of these fields.
The system can sort call records by called number to determine on a real time basis the
inmate who made the call and the telephone from which it was made. Call records can
also be sorted by caller or by telephone in order to determine the numbers called as well
as other details about the calls. Investigators can view calls made within a specified time
period based on the called number in order to trace harassment calls. This information can
be viewed on-line or printed out.
At the present time, there are nearly 40 standard reports available. Customized reports
can usually be generated within 24 hours of the request. Reports are organized into three
main categories for ease of selection. They are categorized as Financial, Maintenance,
and Investigative.

Selecting Reports

An overview of the major categories and a brief description of each standard report is
shown in the following table:
Financial Reports
Call Refund

Daily Call Charges
Financial Transactions

Description
Generates and prints a summary
transaction report when a Call Refund
transaction is performed.
Provides a list of collect and debit call
activity for a day or date range.
Provides a record of the total number of
financial transactions for an individual

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State of Idaho Department of Correction
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Offender Deposit
Offender Reconciliation
Maintenance Reports
City by NPA-NXX Search
Local Exchanges
Non-Area Code/Exchange
Attempts
Percentage Grade of Blocking

State By NPA (area code) Search
Investigative Reports
Account Telephone Number List

Alert Notification

Approved Telephone Numbers
Search

Call Detail

Calls From PIN Not at Facility

Chronological List of Calls

offender.
Provides a record of individual offender
deposits.
Offers a detailed reconciliation of an
individual offender’s debit account.
Description
Provides the city and state for a particular
NPA-NXX
Provides area codes and exchanges that
are designated for the local calling area.
Provides record of call attempts to invalid
area codes.
Provides hourly call traffic information
showing the number of calls attempted, the
number blocked by traffic, and the
percentage blocked. The report can be
obtained by entering the desired report
period
Provides the state for a particular NPA
Description
Provides a complete current list of allowed
numbers associated with a specified
offender account.
Provides calls made by offenders placed
on alert and calls made to telephone
numbers that have been placed on alert
status during the desired report period. The
report can be obtained by entering the
desired report period.
Provides a list of the offenders that are
allowed to call specific telephone numbers.
The report can be obtained by entering the
telephone numbers and the desired report
period.
Provides the completed calls by offender
(in the order that they were placed) over a
specified time. The report can be obtained
by entering the offender and a specified
time frame.
Provides all offenders’ attempts to place
calls with Invalid PIN numbers. The report
can be obtained by entering the desired
report period.
Provides a log of call attempts (successful
and unsuccessful) in the order that they
were placed. The report can be obtained by
entering the type of call (collect, debit, or
both) and the desired report period.

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State of Idaho Department of Correction
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Currently Suspended Telephone
Account

Extra Dialed Digits

Frequently Dialed Numbers

Offender Directory

Offender History

Offender Transfers

Locally Blocked Telephone
Numbers
New Offender(s)

Quantity of Calls Placed

Quantity of Minutes Called

Provides a list of offender telephone
accounts where calling privileges have
been suspended during the desired period.
The report can be obtained by entering the
desired report period.
Provides a list of all calls where extra
dialed digits were detected during the
desired period. The report can be obtained
by entering the desired report period
Provides a list of the telephone numbers
called more than a specified number of
times within a specified range of dates. The
report can be obtained by entering the
minimum number of calls to the telephone
number and the desired report period.
Provides a log of all offenders. The report
can be obtained by entering the desired
report period.
Provides all transactions associated with
an offender telephone account over a
specified time including commissary
account debit calls, collect calls, deposits,
refunds, transfers, and/or changes to the
offender telephone list. The report can be
obtained by entering the offender and a
specified time frame.
Provides a list of offender telephone
accounts that have been received or
transferred during a specified time. The
report can be obtained by entering the
offender and a specified time frame.
Provides a list of all phone numbers
blocked by the local facility.
Provides all offender telephone accounts
added during the specified time period. The
report can be obtained by entering the
desired report period.
Provides a list of all offenders that have
placed calls in excess of the user-defined
number of calls in a specific time period.
The report can be obtained by entering the
minimum calls threshold, type of call
(collect, debit, or both), and desired report
period.
This report provides a list of all offenders
that have placed calls in excess of a user
defined total amount of minutes in a
specific time period. The report can be

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State of Idaho Department of Correction
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Released Offenders

Speed Dial Search

System-Wide Blocked Telephone
Numbers
Telephone Numbers Called by
More than One Offender

Telephone Numbers Listed in
More than One Account

Telephone Number Usage

Toll Free Numbers Called by
Offenders

Three Way Call Detect

obtained by entering the minimum amount
of minutes threshold, type of call (collect,
debit, or both), and desired report period.
Displays offenders released and removed
from the offender telephone system. The
report can be obtained by entering the
desired report period.
Displays offenders who have called the
same telephone number during a specified
time. The report can be obtained by
entering 3-digit speed dial codes.
Provides a list of all phone numbers
globally blocked throughout the prison
system
Provides a list of telephone numbers that
have been called by a user defined number
of offenders within a specific time period.
The report can be obtained by entering the
minimum number of offenders calling and
the desired report period.
Provides the telephone numbers that are
on more than one offender’s list of numbers
allowed to be dialed. The report can be
obtained by entering the minimum number
of offenders calling and the desired report
period.
Provides a list of all calls made to a user
specified telephone number(s). The report
can be obtained by entering the telephone
number, type of call (collect, debit, or both),
completed status (completed,
uncompleted, or both), minimum call
duration, and a specific time period.
Provides a list of toll free numbers (800,
866, 877, 888 etc.) called by offenders. The
report can be obtained by entering the
desired report period.
Provides a list of how many 3 Way Call
attempts were detected. The report can be
obtained by entering the desired report
period.

The PCS System is updated with new call detail information approximately every five
minutes. This information is immediately available for reports and ad hoc inquiries. Exhibit
F, “Sample Reports”, shows the standard reports that are available. The Chronological List
of Call report shown on page 150 and the Offender History report shown on page 162 of
this exhibit are especially useful in determining an inmate’s calling patterns and tracking
specific call activities.

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CDR BROWSER AD HOC QUERY
The PCS CDR Browser and the ad hoc query feature are easy to use. This feature will
provide customized reports on Call Detail Records that allows investigators to:
•
•
•
•
•
•
•
•
•

Display or suppress any stored piece of information about a call record,
Sort ascending or descending on any of the fields selected,
Select for one or more values in each selection field (e.g. multiple originating
stations, multiple called numbers)
Allow wild card search criteria
Select for a range of dates and times
Search calls of a specified length
Search calls of a particular type
Any call selected can be played by users with appropriate security authority as well
as exported to a CD
Save frequently used ad hoc queries for future use.

The user will enter the GUI interface, select the search criteria for a specified report, click
on the preview/print button and view the report results. A sample screen of the system
interface GUI below depicts how the user selects the Ad Hoc query option.

Once this option is selected, the user is allowed to define the parameters to be applied to
produce the customized report. For example, the sample screen below shows the user
selecting all types of calls, whether Recorded or not, Alerted or not, etc.

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State of Idaho Department of Correction
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The screen below shows the user selecting calls of all types with respect to completion:
blocked, inmate hung up, no answer, etc.

The screen below shows the user selecting all inmates.

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State of Idaho Department of Correction
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The screen below shows the user selecting the time period that the query is to cover.

Finally, the screen below shows the completed ad hoc query. This data screen will then
allow the user to view call detail records, play recordings, select/hide columns, and sort
data.

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State of Idaho Department of Correction
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03.07.02 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.
PCS agrees and will comply.
PCS will submit monthly reports to the Contract Office on system and contractor
performance including the information requested.
These reports will be submitted to the Department’s Contract Office and will include 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.

03.07.03 Problem Reporting
Authorized individuals at each institution will report maintenance problems. 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.
PCS agrees and will comply.

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PCS Technical Service will maintain a list of those Department personnel who have been
authorized to report maintenance problems at each institution. PCS will accept problem
reports from these people 24-hours a day 365 days a year. Requests may be telephoned,
emailed or transmitted by facsimile.
PCS Technical Service will serve as the “Help Desk” for all the Department’s needs. For
detailed information on how PCS manages problem reports, please see "Customer
Service", Section 03.04.01, pages 20-22.

03.08 Maintenance Requirements
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. Maintenance
must be provided at no cost to the State at any time, including charges from Local
Exchange Carriers for facility isolation services.
This maintenance includes any and all equipment acquired by the State at the
termination of the existing contract. Maintenance must include as-needed replacement
of any equipment or wiring now owned by the State. 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.
PCS agrees and will comply.
PCS will provide complete maintenance for all parts of the system provided. This will
include labor, parts, materials, software, repair or replacement of the equipment, and
transportation for the life of the contract. PCS will provide maintenance at no cost to the
State of Idaho. PCS will not charge the State for any isolation of services provided by
Local Exchange Carriers.
PCS will maintain or replace existing telephones, cabling, and wiring as necessary to meet
the standards as stated in this RFP. Following installation, PCS will replace equipment and
wiring on an “as needed” basis.
PCS has anticipated that there could be multiple events occurring simultaneously, which
might require a maintenance response and will maintain sufficient staffing levels. In
addition to the two On-Site Technicians who will act as Site Administrators, PCS has
arranged with CNS to provide five additional Local Maintenance Technicians who will be
assigned to the State of Idaho. PCS will also utilize remote diagnostic tools for early
detection of both system and network problems, many of which can be resolved remotely
without the need to dispatch a technician.

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In order to ensure proper operation of inmate phone service at all locations, a regularly
scheduled preventive maintenance program will be established.
The key to system reliability is preventive maintenance. Our Local Maintenance
Technicians adhere to the following basic guidelines when on-site for Preventative
Maintenance Inspection (PMI). These preventive checks and services will be completed at
each site containing PCS equipment.
When on site for PMI, each technician will perform the following telephone and equipment
maintenance:
1. Check all inmate phones on site for serviceability.
• Dial pad.
• Switch Hooks.
• Handset.
2. Check all facility wall jacks on site for serviceability.
• Replace or repair as needed.
3. Check all inmate phones on/off switches and relays for serviceability.
• Replace or repair as needed.
4. Make a test call from each inmate phone to check the volume.
• Report any phone that does not have dial tone from the CO to LEC.
5. Check the Investigator and Admin Workstations.
• Check a recording.
• Check the printer.
• Check live monitoring.
• Check all connections on the workstation.
6. Check Call Processing Equipment.
• Check event log.
• Check validation.
• Dial into all CO Lines.
• Check phone room for cleanliness.
• Clean and remove all trash.
Following contract award, PCS will review the specific requirements of each facility with
designated personnel and present a formal preventive maintenance plan for the approval
of the State of Idaho Department of Corrections. This plan will be subject to modification at
the request of the State on an ongoing basis for the life of the contract.

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03.08.01 Maintenance, Repair and Installation
Full maintenance services are required in connection with all services and equipment
provided under this contract. The Department will order additions, changes and moves
of premise equipment in writing. 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.
The contractor must provide an 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.
PCS agrees and will comply.
PCS will provide maintenance of all equipment and services provided under the contract.
As directed, PCS will only accept written orders from the persons and in the form
designated by the Department. Orders for existing locations will be completed within 15
days. PCS will work with the Department to establish work schedules for new institutions
on a case-by-case basis. Removals will be completed within 10 days after PCS receives a
written order.
As the prime responsible party, PCS will coordinate all offender telephone system related
repair issues. In order to report a problem, both staff and consumers can call 1-800-6Inmate. PCS Technical Service is available 24 hours a day, 365 days a year to serve as a
“Help Desk” for consulting, maintenance, repair, installation, reporting, and overall
management. Technical Service Representatives will be able to provide database
administration and change call parameter functions for all locations, as requested.
The Technical Service Unit operates with an internal escalation procedure to ensure timely
and accurate responses. Internal procedures include a "no-hold policy" for all incoming
callers. This policy maintains that customers will experience no hold time when calling the
PCS Technical Service Unit to report a repair or request technical assistance.
Following contract award, PCS will work with the Department to develop a customized
Escalation Procedure similar to the sample presented in Exhibit D, “Sample Escalation
Procedures”. PCS is committed to maintaining a proactive relationship with the client for
both pre-maintenance and emergency responses in order to maximize customer
satisfaction. This includes ongoing remote diagnostics to correct any potential problems
before they occur as well as onsite repair technicians once a trouble has been reported.

03.08.02 On-Site Staffing Availability
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.
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State of Idaho Department of Correction
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PCS agrees and will comply.
Five Local Maintenance Technicians will be assigned to the State of Idaho Department of
Corrections for the duration of the contract. Two of these will also administer the PCS
System and will be on-site at Department facilities. Technicians will be strategically located
to ensure a four (4) hour response to any site. They will also have remote capability so
that they can quickly analyze, identify, and resolve many problems within minutes of being
notified.
Technicians will be trained specifically on the Idaho system at the VAC headquarters in
Plano Texas. Certifications will be maintained throughout the life of the contract by means
of an on-going training program. Notification and copies of these certifications will be
provided to the State.

03.08.03 Resolution of Complaints
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 of every
level above the Support Group director. Indicate specifically what will trigger the
involvement of the next level.
PCS agrees and will comply.
Following contract award, PCS will submit formal procedures for the approval of the
Department. The Escalation Procedures are designed specifically for repair issues if
response times are met or the State is not satisfied in any way with the response of PCS
or any of its subcontractors. Complaints about any service or performance of PCS or any
of its subcontractors can also be similarly addressed in the following order:
1. One hour past the required timeline:
Manager of Client Retention
Helen Douglas
Direct Line
(800) 350-1000, x 3008
Cell Phone
(818) 523-5245
2. Two hours past the required timeline:
Manager of Inmate Operations John Stoll
Direct Line
(800) 350-1000, x 5453
Cell Phone
(310) 882-8868
3. Three hours past the required timeline:
Vice President of Inmate Sales Joseph Pekarovic
Direct Line
(800) 350-1000, x 3015
Cell Phone
(310) 600-9448
4. Four hours past the required timeline:
Chief Operating Officer
Tommie Joe
Direct Line
(800) 350-1000, x 3037
Cell Phone
(310) 922-3037

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5. Five hours past the required timeline:
Chief Executive Officer
Paul Jennings
Direct Line
(800) 350-1000, x 3101
Cell Phone
(310) 600-3540
PCS’ APPROACH TO “CUSTOMER SERVICE”
PCS believes the best way to handle customer complaints is to provide excellent customer
service in the first place.
Once Inmate phone equipment is operational, the Inmate Technical Service department is
the first contact for Inmate clients. This department handles customer questions,
complaints, and service requests. If the facility wants a new phone installed, if something
breaks, or if they have a question, they contact Inmate Technical Service. Inmate
Technical Service coordinates with Inmate Operations for any equipment problems. They
also work with Inmate Customer Service when billing questions arise.
The Inmate Technical Service department also manages the On-Site Technicians. The
On-Site Technician monitors the call processing equipment and related equipment,
processes inmate requests that relate to phones, and handles inmate complaints about
billing or call connection. The On-Site Technician will contact the appropriate department
when necessary.
The Inmate Technical Services Department consists of team members in the Los Angeles
office (Technical Services / On-Call Reps) and in eight states (Site Administrators and
Phone Technicians). The department is headed by Helen Douglas, Inmate Technical
Services Supervisor, reporting to Doyle Schaefers, Vice President of Operations who
reports directly to Tommie Joe, Chief Operating Officer.
The department receives inmate phone service calls from facilities across the nation,
ranging from State Departments of Corrections, County Sheriffs’ Departments,
Immigration Detention Centers and City Jails. The facilities contact us via a 24-hour live
answered toll-free (800) number. During business hours, calls route to the Los Angeles
office via the 800 number and to Local Site Administrators directly from their respective
facilities. The ACD (Automatic Call Distribution) system routes evening and weekend calls
to the On-Call Representative.
Some of the types of issues handled include physical equipment damage to the inmate
phones, issues with the extensive Call Control Equipment and their respective
programming, facility workstation questions and Vendor related issues (Local, Long
Distance and T-1 Carriers, for instance). All issues are thoroughly researched and
extensive troubleshooting is conducted to determine the problem and steps are taken to
restore the phones, equipment, or programming. One call from a facility can actually result
in dozens of outgoing phone calls from the team members in order to restore the inmate
phone service. Team members have many sources of troubleshooting assistance,
including direct access to different call control systems, communication with high level
programmers, software tools (SOPHIA) and an extensive list of vendor contacts (over 300
to date), all of which contribute to achieving our ultimate goal of making corrections within
the strict repair time lines required by the facilities.

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The department slogan is “Follow Up, Follow Up, Follow Up”. The simple concept of being
extremely proactive in gaining information on issues goes a long way in correcting issues
and is always very impressive to our customers. By complying with the required repair
time lines, we are able to keep the inmate facilities happy and relieved to know that they
only have to make a single phone call and PCS will handle the rest. With this mentality
and the assistance of several other departments within PCS, our Technical Service is
known to be “top notch” in the industry.
PCS maintains two toll free numbers to provide assistance. Inmate families with blocked
numbers or billing problems should call (888) 288-9879, Monday through Friday, 8:00AM
to 5:00PM Pacific Time. For other Technical Service Requests or repair problems, Inmates
and Department personnel should call (800) 646-6283 (800-6-INMATE ).

03.08.04 Qualified Technicians
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.
PCS agrees and will comply.
Technicians will be trained and certified by the manufacturer on the equipment they repair
and maintain regardless of whether they are employed directly by PCS or by a
subcontractor. Evidence of certification will be provided upon request to the Department.
PCS will notify the Department in the event of any pending change of subcontractors and
acknowledges that the Department has the right to approve any such change before it
occurs. PCS will provide information on the proposed new subcontractor in accordance
with the requirements of the original RFP. Any approved change will come with PCS’
assurance that there will be no loss of performance during the change or for the remainder
of the term of the contract.

03.08.05 Response Time
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
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troubleshooting is acceptable following an initial report; however, on-site technical
assistance must adhere to the definitions listed.
PCS agrees and will comply.
PCS’ Local Maintenance Technicians will endeavor to complete all repair work in the
fastest and most satisfactory way possible. “Response to a maintenance call” shall be
when work has been initiated either remotely or on-site. On-site technicians will be
dispatched to the affected site with appropriate tools, equipment, and parts.
PCS has arranged with CNS to provide local maintenance and repair for the correctional
institutions for the State of Idaho. Seven technicians will be assigned from the following
pool of fifteen available Technicians for the State of Idaho Department of Corrections:
1) Kevin O'Neil-Parma, Idaho
2) Pat O'Neil-Fruitland, Idaho
3) Anita Tucker-Fruitland, Idaho
4) Mike Boyer-Payette, Idaho
5) Justin Tidwell-Fruitland, Idaho
6) Bob Finklea-Fruitland, Idaho
7) Randy Cromar-Salt Lake City, Utah
8) Kent Williams-Jensen, Utah
9) Mert Walk-Lyman, Wyoming
10) Archie Roe-Glenrock, Wyoming
11) Jon Walz-Rigby, Idaho
12) Denise Alexander-Filer, Idaho
13) Kathy Schaefer-Sparks, Nevada
14) Deanna Johnson-Ely, Nevada
15) Chris McClure-Spokane, Washington
Five of the seven assigned Technicians will be deployed across the State of Idaho. Two
will be assigned to specific locations at the Department’s discretion and will serve as OnSite Technicians. These On-Site Technicians shall also serve in the capacity of “Site
Administrators”. All of these Technicians will be trained and certified by Value Added
Communications (VAC), the manufacturer, at their headquarters in Plano, Texas. These
certifications will be provided to the State.

03.08.06 Applicable 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.
PCS agrees and will comply.

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PCS Technical Support is available 24 hours a day, 365 days a year. Our Local
Maintenance Technicians can also respond to major repairs or declared emergencies 24
hours a day, every day of the year.

03.08.07 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 twenty-four (24) hours
from reporting.
PCS agrees and will comply.
PCS’ standard response exceeds this requirement. PCS classifies a 25% outage at a
single facility as a major or what we would call a “Priority One” repair. For details of how
PCS normally classifies repairs and the corresponding response times, please see Status
Reporting, Section 03.08.10, pages 42-47. PCS will develop customized response times
and classifications to meet the specific needs of the Department.

03.08.08 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. A failure in call
restriction functions; or any other condition that renders the system incapable of
performing all its normal functions is considered a major problem. Response to a
major problem is required to begin resolution within one (1) hour via remote access
with an on-site arrival within four (4) hours from reporting. Satisfactory completion of
the repairs is required within twenty-four (24) hours from reporting or as can
reasonably be expected.
PCS agrees and will comply.
PCS exceeds this requirement. PCS will respond to major problems within one (1) hour via
remote access with on-site arrival within four (4) hours from the time the trouble is
reported. Completion of repairs will be done within 24 hours or as soon as can reasonably
be expected.

03.08.09 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.
PCS agrees and will comply.

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For complaints or problems not handled to your satisfaction or within the required
response times, listed below are the next levels of management, which may be contacted
for further resolution:
1. One hour past the required timeline:
Manager of Client Retention
Helen Douglas
Direct Line
(800) 350-1000, x 3008
Cell Phone
(818) 523-5245
2. Two hours past the required timeline:
Manager of Inmate Operations John Stoll
Direct Line
(800) 350-1000, x 5453
Cell Phone
(310) 882-8868
3. Three hours past the required timeline:
Vice President of Inmate Sales Joseph Pekarovic
Direct Line
(800) 350-1000, x 3015
Cell Phone
(310) 600-9448
4. Four hours past the required timeline:
Chief Operating Officer
Tommie Joe
Direct Line
(800) 350-1000, x 3037
Cell Phone
(310) 922-3037
5. Five hours past the required timeline:
Chief Executive Officer
Paul Jennings
Direct Line
(800) 350-1000, x 3101
Cell Phone
(310) 600-3540
A “Sample Escalation Procedure” has been provided as Exhibit D.

03.08.10 Status Reporting
Any time a repair problem is pending, reports will be made to the on-duty shift
commander at the reporting institution and the Department contract monitor. If a
problem is in first stage escalation, reports will be made to the on-duty shift
commander at the reporting institution and to the Department contract monitor 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 will be made to the on-duty shift commander
at the reporting institution and to the Department contract monitor 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.
PCS agrees and will comply.

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PCS accepts the requirements for status reporting of repair problems as stated above.
Whenever a repair problem is pending a report will be made to the on-duty shift
commander at the reporting institution, as well as to the Department contract monitor.
Reports will be made every two (2) hours, if a problem is in first stage escalation. In the
event a problem escalates to a higher level or is an emergency, reports will be made
hourly until the problem is resolved.
Preventive Maintenance
The key to system reliability is preventive maintenance. Our Local Maintenance
Technicians adhere to the following basic guidelines when on-site for Preventative
Maintenance Inspection (PMI). These preventive checks and services will be completed at
each site containing PCS equipment.
When on site for PMI, each technician will perform the following telephone and equipment
maintenance:
1. Check all inmate phones on site for serviceability.
• Dial pad.
• Switch Hooks.
• Handset.
2. Check all facility wall jacks on site for serviceability.
• Replace or repair as needed.
3. Check all inmate phones on/off switches and relays for serviceability.
• Replace or repair as needed.
4. Make a test call from each inmate phone to check the volume.
• Report any phone that does not have dial tone from the CO to LEC.
5. Check the Investigator and Admin Workstations.
• Check a recording.
• Check the printer.
• Check live monitoring.
• Check all connections on the workstation.
6. Check Call Processing Equipment.
• Check event log.
• Check validation.
• Dial into all CO Lines.

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State of Idaho Department of Correction
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• Check phone room for cleanliness.
• Clean and remove all trash.
Following contract award, PCS will review the specific requirements of each facility with
designated personnel and present a formal preventive maintenance plan for the approval
of the State of Idaho Department of Corrections. This plan will be subject to modification at
the request of the State on an ongoing basis for the life of the contract.
Unscheduled Maintenance and Repairs
All critical maintenance will be performed as required and at no expense to the State. All
major outages will be responded to within one hour of notification. PCS provides a toll-free
telephone number (800-6-Inmate) available 24x7x365 that the State personnel may call for
repairs, technical, or operational support. This number is answered by a live-answered
customer service representative at all times with no automation or prompts to get through
and NO hold times at all.
PCS, as the prime responsible party, will coordinate all Offender Telephone Systemrelated repair issues. Whenever outages or equipment problems occur, the Dispatch
Center Administrator will enter a trouble slip into the Keystone trouble slip tracking
software. The Keystone system is a modern, state-of-the-art ticketing (slip) system. The
system is used to constantly monitor issues and tasks, record data, and produce reports.
Keystone allows all Offender Technical Service employees to check the status of any
problem at any time using SOPHIA, PCS’ web-based telephone management system
which is included without charge as part of the PCS System. Please note the following
sample screen:

SOPHIA Screen Showing Trouble Tickets

If the user clicks on a specific Slip Number, the following Keystone Ticket appears:

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State of Idaho Department of Correction
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Keystone Screen

The ticket shows the location, nature of the problem, time of outage, response time,
priority, status, and any notes. PCS will maintain sufficient spare parts to facilitate speedy
repairs. The PCS Dispatch Center is available twenty-four hours a day, seven days a
week.
Calls are received from designated Department of Corrections’ facility personnel or the
Prime Contractor’s Dispatch Group reporting troubles affecting the Offender Telephone
System. Dispatch operators’ follow-up on ticket status daily. In addition to PCS providing
regular status reports to the on-duty shift commander and the Department contract
monitor, authorized Department personnel can log-on at any time to review any open or
closed tickets on the Keystone Ticketing System.
PCS will develop a customized escalation procedure with the Department. Priority Levels,
as tracked in Keystone, will be critical to establishing criteria to ensure that all
maintenance and repair is completed in an appropriate time frame. The following priority
levels are used as default settings for PCS.
•

Priority Level Three: 8-hour response time with repairs completed within 48 hours.
This action is taken when one of the multiple phones in a Housing Unit is not
operational.

•

Priority Level Two: 4-hour response time with repairs completed within 24 hours.
This action is taken when one entire Housing Unit is not operational.

•

Priority Level One: 1-hour response time with repairs completed within 8 hours.
This action is taken when 25% or more of the telephone service at an institution is

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not available, if any of the call processing, call tracking, or billing service is
impaired, or when all offender telephones are not operational.
When a system malfunction occurs, the Site Administrator or the State correctional staff
should immediately call PCS with a description of the problem and priority level at 800-6INMATE.
Test Equipment and Spare Parts
Local Technicians assigned to the State of Idaho, will have extra inmate telephones
available and reserved strictly for replacements at State of Idaho Department of
Corrections facilities. All Technicians are supplied with the tools, test equipment, and
spare parts necessary for any potential problem. Service calls will not be rendered
complete until the system passes all self-tests and diagnostics. PCS will also leave extra
phones on site at each facility for immediate response and repair.
All systems are designed with a replicated database and are set up as stand-alone
servers. Even If the Primary Processor were to fail, each facility would still be able to
operate. All systems are also setup with redundant hard drives and dual, hot-swappable
power supplies to prevent total failure. In the unlikely event that a system has a total
failure, spare parts can be shipped immediately.

Standard Spare
Parts for OTC
Inmate Phones
Handset Assembly

Volume Control Key

Handset Bracket

Keypad Assembly

Hook Switch Assembly

PCB

Screws

Security Screws

Terminal Block

Magnetic Hook Switch

Cradle

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State of Idaho Department of Correction
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Standard test equipment would include, but not be limited to, a butt set, toner, cable tester,
and Voltage OHM meter. PCS will maintain at least one spare inmate telephone for every
ten installed phones at each site.

03.09 Fraud Management
The proposed system should be able to detect attempts to 3-way call, conference call
or any other multi-connect communication or fraudulent attempts. The proposed
system shall prevent the inmate from receiving a second dial tone or “chain dialing.”
The proposed system shall detect any extra digits dialed by the inmate after the party
has accepted the call. The system should recognize each attempt and cause
immediate disconnect of the attempted call. The State will bear no responsibility for
the loss of revenue as a result of fraudulent use of the telephone service.
PCS agrees and will comply.
The PCS System is capable of detecting dialing patterns that could be attempts at fraud.
For instance, the system will allow completion of only one dialed number per individual
attempt and will block the inmate’s dialing attempt until the initial call is terminated. To
place an additional call, the inmate must repeat the entire dialing sequence. If the call is
dropped for any reason, the inmate will be advised to hang up and dial again.
PCS Systems are also designed to isolate three-way call attempts by detecting multiple
call characteristics typically associated with this type of activity. In addition, the three-way
call detect feature may be programmed to disconnect the call or merely initiate a warning
message.
Once the system is up and running for a period of time, traffic patterns and call activity will
be analyzed to determine the optimum sensitivity setting for three-way call detect. At this
time, the disconnect feature will be enabled. From this point forward, calls that trigger the
three-way call detection feature will be disconnected. Regardless of the setting, three way
call detection events are tracked and noted in the call detail record and made available for
review in a report designed specifically for this purpose.
PCS will bear all costs associate with the loss of revenue resulting from telephone fraud.

03.10 Contractor Qualifications
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.
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.
PCS agrees and will comply.

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Public Communications Services, Inc. is one of the three largest national providers of
telephone service to federal, state, and local government agencies. For nearly two
decades, Public Communications
Services (PCS) has provided innovative
communication solutions for
correctional facilities throughout the
United States. Today’s correctional
clients expect and demand more than a
stand-alone offender phone system that
allows collect-only calls. Our success in
servicing over 125,000 offenders has
come from listening to our client’s
unique requirements and then creating
solutions that revolve around their
needs - including critical operational
and financial challenges. At the same time, we understand that security and operational
efficiencies are of primary concern. Therefore, we hold ourselves accountable to create a
seamless transition at the time of implementation and to ensure a fully integrated solution
into existing jail management, commissary and offender banking systems.
PCS is focused solely on delivering offender telecom solutions to the corrections industry.
We are not distracted by non-offender related telecom initiatives that draw resources and
expertise away from serving our clients. We are committed to delivering telecom
technology solutions to the corrections industry as evidenced by our current business
planning initiatives that are designed to make an even greater, longer term, commitment to
this exciting and dynamic industry. We intend to grow with you and will be here today,
tomorrow, and beyond.
Other companies have entered, exited and entered again into this market while PCS has
remained a constant, reliable vendor. Our “rock solid” financial stability is renowned in the
industry and has proven its value to our clients. While other companies have endured
bankruptcies, mergers, acquisitions, and market turmoil, PCS has remained focused on
serving our clients.
Part of our stability is based on our vast experience installing and maintaining offender
telephone systems throughout the United States. That experience includes full network
infrastructure deployment, 24-hour customer support and billing/inquiry services for family
and friends. Our IT department is dedicated to innovation and practical system
implementations and includes a full support staff; all dedicated for the exclusive benefit of
corrections. In fact, PCS has installed and maintained over 100 offender phones systems
nationwide.
PCS has extensive experience with over 126 federal, state, county, city and private
correctional facility accounts including, the State of Vermont; Douglas County, Nebraska;
Kern County, California; Mendocino County, California; and others.
We have done all this as a turnkey system provider with in-house customer service and
advanced billing capabilities that include debit, prepaid and collect calling programs. We

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have deployed debit and/or prepaid programs in over 70% of our installations serving over
125,000 inmates and facilities in 25 states. This is a record unmatched in the industry.
For PCS’ Audited Financial Statements for 2003 and 2004, see Appendix 3-1 and for our
latest Dun & Bradstreet Report, please see Appendix 3-2. Some of PCS’ major clients are
shown in the table titled “Some of PCS’ Clients”, in Section 3, at the bottom of page 53.
A HISTORY OF LEADERSHIP AND INNOVATION
PCS entered the inmate telephone business in 1988. In that year, the deregulation of
payphones allowed PCS the unique opportunity to market operator services to over 70%
of all private payphone vendors and the majority of inmate phones in the states of
California and Nevada.
Federal Bureau of Prisons
By 1995, PCS was successful in establishing a relationship and providing service to over
20 Federal Bureau of Prisons facilities throughout the United States. PCS developed
comprehensive pre-paid services, earning itself a distinct position within the marketplace.
Homeland Security
PCS then began its relationship with the US Immigration and Naturalization Service, now
Immigration and Custom Enforcement (ICE), the largest investigative arm of the
Department of Homeland Security.
After several successful years of establishing services at multiple ICE facilities, PCS was
awarded a national contract for the installation of telephone service at all ICE correctional
facilities throughout the country.
PCS Creates Offender “Debit” Services
PCS pioneered, designed, and developed the first "debit" system in the nation to meet the
international calling needs of ICE for 16 of its major detention centers across the nation
housing approximately 10,000 detainees system-wide. It was from this development and
subsequent innovations that PCS designed and implemented the first hybrid calling
system with collect, pre-paid collect and debit interfacing with the various facilities’
commissary systems that most vendors are still trying to emulate.
PCS Creates International Pro Bono for Feds
In response to specific demands from the United States Attorney General, Congress and
the Department of State, PCS was commissioned to develop, install and oversee the first
domestic and international "Pro Bono" service linking the approximately 480 local and
state facilities contracting with the ICE for detainee housing. This "Pro Bono" system is
designed to address both domestic and international legal and consulate phone calls while
also meeting the nation's increased demands under the Office of Homeland Security.
VALUE-ADDED COMMUNICATIONS (VAC)

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PCS has subcontracted with Value Added Communications (VAC) to manufacture and
install the call processing and recording equipment, and to provide training on the system.
We made this choice because of VAC’s ability to deliver a technologically sound and
robust inmate phone system.
VAC has focused on the corrections industry since 1988. From basic automated call
processing to advanced, networked, multi-site systems, VAC has been able to deliver
solutions for every environment. VAC offers a suite of solutions that have been stresstested in a variety of correctional environments. As a result, VAC knows exactly what
technology is best for each situation. VAC systems are based on reliable, proven
technology with 99.998% system reliability.
VAC will install a state-of-the-art fully automated Focus 100 inmate call management
system. This solution is a site based, self contained, inmate call processing and data
management switch. The system features an analog or digital voice network interface,
digital audio recording, digital call monitoring, and fully scalable CDR audio and storage
capacity. The system has been engineered with the highest level of call processing
accuracy available and incorporates an extensive array of call management features and
investigative tools for activation at the facility.
The following list of clients is exclusive to VAC in this RFP and do not reflect any PCS
customers, however the extensive list of clients below will reflect the primary reason that
VAC was brought into this project.

VAC CLIENT LIST
Facility Name
United States Federal Bureau of Prisons
Charleston County (SC)
Delaware DOC
Erie County Correctional Facility (PA)
Oregon DOC
Puerto Rico DOC
South County Jail, Polk County Sheriff (FL)
Washington State DOC
Colorado Department of Corrections

No. of
Facilities
104
1
7
1
12
22
2
1
12

Value-Added Communications, Inc. (VAC) is a corporation chartered under the laws of the
State of Delaware. VAC’s headquarters are located in the heart of the telecommunications
corridor in Plano, Texas. The executive team is made up of seasoned professionals with
many years of successful project and business experience
COMMUNIQUE NETWORK SERVICES (CNS)

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Communiqué Network Services, L.L.C. (CNS). CNS specializes in contracting services to
inmate telephone manufactures. The success of this growing company is attributable to
the drive for perfection of its founder and President, Joe Joseph. CEO and President since
1990, Mr. Joseph has more than 18 years experience in telecommunications networking
and thirty-three technicians currently employed in the maintenance of 13,056 lines in 268
facilities. Mr. Joseph prides himself on the quality of service provided to every customer
and is actively involved with the account base.
CNS has a well established a reputation for being one of the most responsive and
thorough service providers in the industry. The current relationship with inmate telephone
vendors spans thirteen years within eleven states; Alabama, California, Idaho, Western
Montana, Oregon, South Dakota, Washington, Northern Utah, Nevada, Texas and
Oklahoma. CNS also has well-established relationships with SBC, Qwest, Verizon and
AT&T.
CNS specializes in providing complete installation and repair of inmate call processing
equipment, workstations, recording and monitoring equipment and inmate telephones.
CNS also touts aggressive and responsive maintenance and repair services with 24/7/365
access. All major outages have a four-hour response time while general repairs and
maintenance are handled on a next business day basis. Customized repair services are
available upon request.

03.10.01 Stability
Proposes must 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.
PCS has provided our Audited Financial Statement for 2003 and 2004, as well as our most
recent Dun & Bradstreet Report in Appendix 3-2 at the end of this section.

03.10.02 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
vendor’s responses to this RFP to determine financial stability.
PCS is a privately owned California S-Corporation and has been doing business under the
same name for fourteen years.

03.10.03 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.
The chief officers of PCS are:

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Co-Chairmen of the Board
Paul Jennings
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
(800) 350-1000, x 3101
Joe Fryzer
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
(800) 350-1000, x 3001
Chief Executive Officer:
Paul Jennings
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
(800) 350-1000, x 3101
Chief Operating Officer:
Tommie Joe
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
(800) 350-1000, x 3037
Chief Financial Officer:
Charles Freedman
11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025
(800) 350-1000, x 3070
PCS was incorporated in the State of Nevada in 1995, and subsequently in the State of
California on January 27, 1997.

03.10.04 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. Also indicate if the service you have provided was for a prison or jail
and if for prison was it a statewide system.
PCS has been in the inmate telephone business for seventeen years. In 1988,PCS began
marketing operator services to the majority of inmate phones in the states of California and
Nevada.

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Federal Bureau of Prisons
By 1995, PCS was successful in establishing a relationship and providing service to over
20 Federal Bureau of Prison facilities throughout the United States. PCS developed
comprehensive pre-paid services, earning itself a distinct position within the marketplace.
Homeland Security
PCS then began its relationship with the US Immigration and Naturalization Service, now
Immigration and Custom Enforcement (ICE), the largest investigative arm of the
Department of Homeland Security.
After several successful years of establishing services at multiple ICE facilities, PCS was
awarded a national contract for the installation of telephone service at all ICE correctional
facilities throughout the country.
PCS Creates Offender “Debit” Services
PCS pioneered, designed, and developed the first "debit" system in the nation to meet the
international calling needs of ICE for 16 of its major detention centers across the nation
housing approximately 10,000 detainees system-wide. It was from this development and
subsequent innovations that PCS designed and implemented the first hybrid calling
system with collect, pre-paid collect and debit interfacing with the various facilities’
commissary systems that most vendors are still trying to emulate.
PCS Creates International Pro Bono for Feds
In response to specific demands from the United States Attorney General, Congress and
the Department of State, PCS was commissioned to develop, install and oversee the first
domestic and international "Pro Bono" service linking the approximately 480 local and
state facilities contracting with the ICE for detainee housing. This "Pro Bono" system is
designed to address both domestic and international legal and consulate phone calls while
also meeting the nation's increased demands under the Office of Homeland Security.
Some of PCS’ clients are listed below:

Agency

Size

Inmates

Inmate
Phones

Contract
Start Date

U.S. Bureau of Immigration and
Customs Enforcement (formerly
INS)

14

6,500

866

1998/ 2004

King County, Washington

4

4,000

350

2004

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State of Idaho Department of Correction
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State of New Hampshire

7

2,500

200

2000/ 2003

Kern County, California

4

2,300

250

2000

Bernalillo County, New Mexico

1

2,200

202

2002

San Francisco, California

7

2,200

325

1999

Ventura County, California

4

2,200

250

1996/ 2004

State of Vermont

9

1,600

211

1998/ 2002

Sonoma County, California

2

1,280

120

2000/ 2003

Douglas County, Nebraska

4

1,000

88

2002

Blue Ridge Regional Jail
Authority, Virginia

5

960

108

2004

Butte County, California

1

700

90

2000/ 2002

Santa Cruz, California

4

600

61

2003

PCS has extensive experience with over 126 federal, state, county, city and private
correctional facility accounts. PCS has provides statewide inmate telephone service to the
States of Delaware, Iowa, New Hampshire, New Mexico, and Vermont.
PCS has deployed debit and/or prepaid programs in over 70% of our installations serving
over 125,000 inmates at facilities in 25 states. This is a record unmatched in the industry.

03.10.05 References
Provide a 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 will be used in scoring the
proposal.
References should be from users with the same equipment and using the same
systems as proposed in this RFP.
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The proposed PCS System is manufactured by Value Added Communications (VAC) and
has been installed for the following agencies:

1) UNITED STATES FEDERAL BUREAU OF PRISONS
Address:
320 First Street, NW
Washington, DC 20534
Contact Name: David Casillas
Title: Master Chief Trust Fund Branch
Telephone: (202) 616-2060
Project Size: 6,000 phones, 104 facilities
System Type: 1,200-inmate facility with System 100, Shadow Full Channel Recording,
SAM Automated Archive and frame-relay based WAN connectivity to VAC support center
in Texas. Direct interface into the GEAC Jail Management System
Project Dates: 1998-current (10 Year Contract)
2) CHARLESTON COUNTY, SOUTH CAROLINA
Address:
3841 Leeds Avenue
Charleston, SC 29405
Contact Name: Willis Beatty
Title: Captain
Telephone: (843) 529-7314
Project Size: 109 phones, 1 facility
System Type: 1,200-inmate facility with System 100, Shadow Full Channel Recording,
SAM Automated Archive and frame-relay based WAN connectivity to VAC support center
in Texas. Direct interface into the GEAC Jail Management System.
Project Dates: May, 2002-current
3) DELAWARE DEPARTMENT OF CORRECTIONS,
Address:
801 Silver Lake Blvd.
Dover, DE 19904
Contact Name: Kay Buck

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Title: Inmate Phone Specialist
Telephone: (320) 739-9649
Project Size: 516 phones, 7 facilities
System Type: 6650-inmate facility with System 100, Shadow Full Channel Recording,
Recordings stored online for 1-year, and frame-relay based WAN connectivity to VAC
support center in Texas.
Project Installed: December, 2004
4) ERIE COUNTY CORRECTIONAL FACILITY, PENNSYLVANIA
Address:
1618 Ash Street
Erie, PA 16503
Contact Name: Dennis Coan
Title: Deputy Warden
Telephone: (814) 451-7526
Project Size: 62 phones, 1 facility
System Type: 534-inmate facility with System 100, Shadow Full Channel Recording, SAM
Automated Archive and frame-relay based WAN connectivity to VAC support center in
Texas.
Project Installed: July, 2003
5) PUERTO RICO DOC
Address:
PO Box 71308
San Juan, Puerto Rico 00936
Contact Name: Ana C. Perez
Title: Manager
Telephone: (787) 273-4823
Project Size: 824 phones, 22 facilities, 12,800 inmates
System Type: National, multi-site, WAN-based Inmate Call Control System providing
collect calling capabilities. System 70s, Frame-relay based WAN connectivity to VAC
support center in Texas.

6) SOUTH COUNTY JAIL, POLK COUNTY SHERIFF DEPARTMENT, (FROSTPROOF
MAIN JAIL)

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Address:
1103 US Highway 98 West
Frostproof, Florida 33843
Contact Name: Lt. Slaybaugh
Telephone: (863) 298-4418
Project Size: 173 phones, 2 facilities
System Type: 2,000-inmate facility with two System 100s and two remote investigative
offices connected via a wide area network (WAN).

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ADDITIONAL PCS REFERENCES WITH NON-VAC SYSTEMS
1. STATE OF IOWA

Address:
Department of Corrections
W-4 Railroad Avenue, Camp Dodge, P.O. Box #587
Johnston, IA 50131-0587
Agency:
Key Contact:
Title:
Phone No.:
Cell Phone:
E-Mail:
Best Contact Method:

Department of Corrections
Fred Scaletta
Executive Officer, DOC
(515) 242-5707
(515) 360-9300
fred.scaletta@doc.state.ia.us
Cell Phone

Project Size: 9000 inmates, 9 facilities
Features: Originally, Site Administrator was full-time. Due to system reliability and Site
Administrator’s workload the State requested we reduce to half time in 2004.
Facility Summary: Iowa is the only pure debit system in the nation. No collect calls are
allowed. This system interfaces with 5 separate data bases of the State and provides full
debit system support to both the inmate and to members of the general public. You can
see the phone system at http://www.doc.state.ia.us/ (Click on Inmate Phone System and
then click on any functions you are interested in).
Project Description: PCS is under contract with the State of Iowa ICN (Iowa
Communications Network) to provide and maintain a centrally located inmate calling
system for the Iowa DOC. There are nine correctional facilities housing approximately
9,000 inmates and serviced by 481 inmate telephone stations. The inmate telephones are
connected to the STARC Armory through T-1 connections and the workstations are
connected through high-speed Frame Relay connections. PCS is proud to disclose that
the entire cutover required less than 20 minutes of down time for the entire statewide
system, an implementation that was highly appreciated by the DOC.
This project was unique because it is the first State Department of Corrections that
required that all offender telephone calls be made through a Prepaid Calling system. The
PCS Offender Telephone System is fully integrated with both the state’s offender banking
system and the state’s commissary services. This process required skillful coordination
between the State of Iowa ICN division, the JMS provider and PCS. The same diligence

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State of Idaho Department of Correction
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and experience will be brought in to ensure that Idaho State DOC offenders have the
same prepaid calling services along with their traditional collect calling services.
Recommended Additional Contact(s): Mr. Dave Lingren, Chief Operations Officer for
the Iowa Communications Network and who oversees the Network Operations Center
(NOC).
Direct:
Fax:
Cell:
Pager:
E-Mail:

515-725-4795
515-323-1791
515-707-1638
515-849-2327
dave.lingren@icn.state.ia.us

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2. BUREAU OF IMMIGRATION AND CUSTOMS ENFORCEMENT (ICE)

Address:
U.S. Dept. of Homeland Security
801 "I" Street NW, Room 900
Washington DC, 20536
Contact Person: Robert G. Rillamas
Telephone: (202) 353-7216
E-Mail: robert.rillamas@dhs.gov
Best time for Contact: 9:00AM to 3:00PM, M-F (EST)
Project Size: 10,000 inmates, 16 facilities
Project Description: PCS is a true pioneer of providing correctional facilities with hybrid
collect and debit calling services. Since 1988 PCS has been providing services to the ICE.
The first debit system in the nation was
developed by PCS and is still operating for the
Bureau of Immigration and Customs
Enforcement (ICE) formerly know as the INS.
In response to specific demands from the
United States Attorney General, Congress and
the Department of State, PCS was
commissioned to develop, install and oversee
the first domestic and international "Pro Bono"
service linking the approximately 480 local and
state facilities contracting with the ICE for detainee housing. This "Pro Bono" system is
designed to address both domestic and international legal and consulate phone calls while
also meeting the nation's increased demands under the Office of Homeland Security.
PCS developed the first "debit" system in the nation to meet the international calling needs
of the ICE for 16 major detention centers across the nation and approximately 10,000
detainees system wide. It was from this development and innovation that PCS also
subsequently designed and implemented the first hybrid calling system with collect, prepaid collect and debit to interface with the various facilities’ commissary systems.
Installed Cutover Date: 1988 – Current

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State of Idaho Department of Correction
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3. SANTA CRUZ COUNTY DOC

Address:
Santa Cruz County Sheriff’s Department
259 Water Street
Santa Cruz, CA 95060
Contact Person: Sue Hibbs
Title: Chief Administrative Officer
Telephone: (831) 454-2841
E-Mail: shf450@co.santa-cruz.ca.us
Best Contact Method: Phone Message and Email
Best Days/Times: Early AM Tuesday - Thursday
Project Size: 800 inmates, 4 facilities
PCS has included the Santa Cruz Sheriff’s Office as a reference for the State of Idaho for
the sole reason that this County has a complex and sophisticated system of investigative
and other service tools, such as recording and monitoring of visitations, debit integration,
customized Site Administration and related features that may be of interest to the Idaho
Department of Correction.
Facility Summary: Santa Cruz California is an internationally recognized location for its
beaches and culture. It is also an area with intense narcotics traffic and related issues.
Prior to PCS, the inmate telephone system was a traditional and fundamental collect-only
process with high costs for inmate calling. The correctional system operates a high
security main jail, a separate women’s facility and two work camps.
PCS accomplished the following results:
•
•
•
•
•
•
•
•

Reduced rates
Collect, pre-paid and PIN-based debit services
Integrated full recording and monitoring on PIN based visitation phones
Integrated system network to support investigators
Integrated system to the District Attorney’s Office
Provided investigative training in case management and system use
Provided special training for prosecutors and BAR Association
Provided a no-cost Site Administrator

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This system operates on a Virtually Private Network with firewall security that linked into
and through the County’s WAN/LAN networks to allow full desk-top pass-word controlled
access by financial, administrative, management, detectives, prosecutors and other
persons as approved by the County.
System integration was especially challenging as all systems within the County were
previously stand-alone and thus required not only shifts in policy and data security at the
MIS/IT level but inter-departmental agreements and protocols.

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State of Idaho Department of Correction
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4. SONOMA COUNTY SHERIFF’S DEPARTMENT

Address:
2777 Ventura Avenue
Santa Rosa, CA 95403
Contact Person: Phil Lawrence
Title: Commander
Phone: (707) 565-1434
Email: plawrence@sonoma-county.org
Fax: (707) 565-1442
Project Size: 1,200 inmates, 2 facilities
PCS provides only management services to this client. The equipment used is the Global
Tel*Link call processor.
Project Description: PCS was awarded the inmate telephone services management by
the County of Sonoma, a political subdivision of California, to provide 164 inmate
telephones operating under the Global Tel*Link platform. The site consists of two (2)
separate facilities, 100% full-channel recording, and a full-reporting suite. Collect was
implemented on 8/22/02 with AT&T.
Installation Date: 2000

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State of Idaho Department of Correction
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5. STATE OF VERMONT DEPARTMENT OF CORRECTIONS

Address:
Vermont Department of Corrections
P.O. Box 257, 4 Vermont Route 113
Chelsea, VT 05038-0257
Contact Person: Sharon Welch, Regional Business Manager
Telephone: (802) 685-3386
E-Mail: swelch@doc.state.vt.us
Best time for Contact: 9a.m. to 3:00 p.m., M-F (EST)
Project Size: 2,200 inmates, 9 facilities
Project Description: PCS is under contract with the State of Vermont DOC to provide is a
turnkey system that allows inmates to make both Collect and Debit Calls. The Offender
Telephone System is integrated with their canteen service so that inmates can seamlessly
purchase debit telephone time and automatically have these funds available for usage.
The savings to offenders has been dramatic.
The DOC consists of nine facilities housing approximately 2,200 inmates and is serviced
by approximately 98 telephones. The project configuration consists of an inmate call
processor at each site. All the systems are connected into PCS’ Wide Area Network
(WAN) for the DOC. Correctional and Security Staff, through their workstations, have
access to all call records and recordings statewide, and can access it as if all information
were stored at their location. The WAN is comprised of high speed Frame Relay Circuits
that replicate all inmate information in real time. PCS provided the State with a gradual cut
over that took less than 1 week and each site was cut over individually at night so that the
inmate population experienced no downtime.
Installed Cutover Date: June 10, 1998

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6. STATE OF NEW HAMPSHIRE

Address:
Division of Plan and Property Management
State House Annex
Concord, NH 03301
Contact Person: Dennis LeClerc
E-Mail: dlecler@admin.state.nh.us
Telephone: (603) 271-2888
Best time for Contact: 9 a.m. to 3:00 p.m., M-F (EST)
Project Size: 2,500 inmates, 12 facilities
Project Description: PCS is under contract with the State of New Hampshire to provide
both inmate telephones for the DOC and public telephones for their administrative
locations. The State DOC houses over 2,500 inmates serviced by approximately 194
phones through the PCS Sourced Offender Telephone System call processor.
PCS provided the State with a gradual cutover that took less than 2 weeks, and
each site was cutover individually at night so that no down time was experienced
by the inmate population.
Installed Cutover Date: 1999

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REFERENCES FOR CNS (Maintenance Subcontractor)
1. VERMONT DEPARTMENT OF CORRECTIONS
Address: P.O. Box 257, 4 Vermont Route 113
Contact Person: Sharon Welch
Title: Regional Business Manager
Telephone: (802) 685-3386
Best time for Contact: 9a.m. to 3:00 p.m., M-F (EST)
Email: swelch@doc.state.vt.us
Project Size: 2,200 inmates, 9 facilities
Services performed: Technical support and maintenance of inmate telephone system
with 211 phones.

2. EL DORADO COUNTY SHERIFF’S DEPARTMENT
Address: 300 Forni Road Placerville, CA 95667
Contact Person: Capt. Bob Altmeyer
Title: Jail Administrator
Telephone: (530) 621-6031
Email: altmeyer@edso.org
Project Size: 370 inmates, 2 facilities
Services performed: Technical support and maintenance of 50 phone inmate telephone
system.

3. SANTA CRUZ COUNTY SHERIFF’S DEPARTMENT
Address: 259 Water Street Santa Cruz, CA 95060-0000
Contact Person: Susan Hibbs
Telephone: (831) 454-2841
Project Size: 600 inmates, 4 facilities
Services performed: Technical support and maintenance of inmate telephone system of
60 phones.

03.10.06 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
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Communications Commission, or, if not, how you will be able to satisfy these
requirements before the start date for any service.
PCS agrees and will comply.
PCS certifies that we 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. Please see “Licensing and Certifications”, Appendix 3-4.

03.10.07 Disclosures
Disclose all litigation filed by stockholders and/or class action over the past 24 months.
List all contracts for inmate phone service you have been awarded by other states in
the past five years. Please include the start and ending date for each contract ant the
reason the contract has ended (termination for default or cause, or contract term
ended). List any debarment by any governmental agency over the past 24 months.
List all cases in which any clients, inmates or customers have sued you during the last
3 years. 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, etc. for any type of
inmate telephone service, etc.
No litigation has been filed by stockholders and/or class action over the past 24 months.
PCS hold contracts with the following states to provide inmate telephone service:
STATE
Delaware
Iowa
New Hampshire
New Mexico
Vermont

START DATE
10/20/2005
4/21/2001
8/23/2003
7/8/1999
5/31/2004

END DATE
12/31/2007
1/1/2006
8/22/2006
Monthly
5/28/2006

REASON CONTRACT ENDED
Contract Ongoing
Contract Will Expire
Contract Ongoing
Contract Ongoing
Contract Ongoing

PCS has never had a debarment by any governmental agency. There have been no cases
in which clients, inmates or customers have sued PCS during the past 3 years. PCS has
never 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.

03.10.08 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 support 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 Bidder.

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PCS provides advanced inmate network services to correctional facilities nationwide from
our corporate headquarters in Los Angeles. In order to provide a quick on-site response,
PCS has subcontracted with CNS to provide local Technicians. At the present time, there
are eight CNS technicians stationed within the State of Idaho:
1)
2)
3)
4)
5)
6)
7)
8)

Kevin O'Neil-Parma, Idaho
Pat O'Neil-Fruitland, Idaho
Anita Tucker-Fruitland, Idaho
Mike Boyer-Payette, Idaho
Justin Tidwell-Fruitland, Idaho
Bob Finklea-Fruitland, Idaho
Jon Walz-Rigby, Idaho
Denise Alexander-Filer, Idaho

Fruitland, located just 50 minutes from the Boise area facilities, will serve as the primary
contact location for dispatching Technicians.
Upon contract award, the assignment and location of the On-Site technicians will be
determined in concert with the Department. We also propose to open at least one office in
Boise that would be dedicated exclusively to the Idaho Department of Correction. PCS
looks forward to serving the State of Idaho and expanding our presence in this growing
region of the country.

3-72

APPENDIX 3-1
AUDITED FINANCIAL STATEMENTS FOR 2004, 2003

APPENDIX 3-3
IMPLEMENTATION SCHEDULE

ID
1
2

Task Name
State of Idaho DOC CPE Implementation
Pre-Implementation

Duration
45 days

Start
Mon 11/14/05

Finish
Fri 1/13/06

14 days

Mon 11/14/05

Thu 12/1/05

3

Planning

3 days

Mon 11/14/05

Wed 11/16/05

4

Site Inspection

5 days

Thu 11/17/05

Wed 11/23/05

5

Team 1 - 5 sites

5 days

Thu 11/17/05

Wed 11/23/05

6

Team 2 - 4 sites

5 days

Thu 11/17/05

Wed 11/23/05

7

Team 3 - 4 sites

5 days

Thu 11/17/05

Wed 11/23/05

8

Order Phone/Data Circuits

1 day

Fri 11/25/05

Fri 11/25/05

9

Software Installation / Delivery of Equip.

5 days

Fri 11/25/05

Thu 12/1/05

24 days

Thu 12/1/05

24 days

Thu 12/1/05

Tue 1/3/06

14 days

Thu 12/1/05

Tue 12/20/05

4 hrs

Thu 12/1/05

Thu 12/1/05

10
11
12

Installation
Team 1 - PCS, VAC
Idaho Maximum Security Institution

13

Site Preparation / Cabling - PCS

14

Phone Installation - PCS / CNS

15

Equipment Installation - PCS / VAC

16

System Testing - PCS / VAC

1 day

Thu 12/1/05

Fri 12/2/05

2 days

Fri 12/16/05

Mon 12/19/05

4 hrs

Tue 12/20/05

Tue 12/20/05

4 hrs

Tue 12/20/05

Tue 12/20/05

Idaho State Correctional Institution

15.5 days

Fri 12/2/05

Fri 12/23/05

19

Site Preparation / Cabling - PCS

4 hrs

Fri 12/2/05

Fri 12/2/05

20

Phone Installation - PCS / CNS

2 days

Mon 12/5/05

Tue 12/6/05

21

Equipment Installation - PCS / VAC

2 days

Wed 12/21/05

Thu 12/22/05

22

System Testing - PCS / VAC

4 hrs

Fri 12/23/05

Fri 12/23/05

23

Customer Training - PCS / VAC

4 hrs

Fri 12/23/05

Fri 12/23/05

15 days

Wed 12/7/05

Tue 12/27/05

24

Customer Training - PCS / VAC

South Idaho Correctional Institution

25

Site Preparation / Cabling - PCS

26

Phone Installation - PCS / CNS

27

Equipment Installation - PCS / VAC

28
29
30

4 hrs

Wed 12/7/05

1 day

Wed 12/7/05

Thu 12/8/05

2 days

Fri 12/23/05

Mon 12/26/05

System Testing - PCS / VAC

4 hrs

Tue 12/27/05

Tue 12/27/05

Customer Training - PCS / VAC

4 hrs

Tue 12/27/05

Tue 12/27/05

Idaho Correctional Center

16.5 days

Thu 12/8/05

Fri 12/30/05

Site Preparation / Cabling - PCS

4 hrs

Thu 12/8/05

Thu 12/8/05

32

Phone Installation - PCS / CNS

1 day

Fri 12/9/05

Fri 12/9/05

33

Equipment Installation - PCS / VAC

2 days

Wed 12/28/05

Thu 12/29/05

Fri 12/30/05

Fri 12/30/05

System Testing - PCS / VAC

35
36

Customer Training - PCS / VAC
South Boise Women's Correctional Center

37

Site Preparation / Cabling - PCS

38

Phone Installation - PCS / CNS

39

Equipment Installation - PCS / VAC

40
41
42

4 hrs
4 hrs

Fri 12/30/05

17 days

Mon 12/12/05

Tue 1/3/06

4 hrs

Mon 12/12/05

Mon 12/12/05

1 day

Mon 12/12/05

Tue 12/13/05

Fri 12/30/05

Mon 1/2/06

System Testing - PCS / VAC

4 hrs

Tue 1/3/06

Customer Training - PCS / VAC

4 hrs

Tue 1/3/06

Tue 1/3/06

22 days

Thu 12/1/05

Fri 12/30/05
Tue 12/20/05

Pocatello Women's Correctional Center

14 days

Thu 12/1/05

44

Site Preparation / Cabling - PCS

4 hrs

Thu 12/1/05

45

Phone Installation - PCS / CNS

1 day

Thu 12/1/05

Fri 12/2/05

46

Equipment Installation - PCS / VAC

2 days

Fri 12/16/05

Mon 12/19/05

47

System Testing - PCS / VAC

4 hrs

Tue 12/20/05

Tue 12/20/05

48

Customer Training - PCS / VAC

4 hrs

Tue 12/20/05

Tue 12/20/05

St. Anthony Work Camp

15.5 days

Fri 12/2/05

Site Preparation / Cabling - PCS

4 hrs

Fri 12/2/05

Fri 12/2/05

51

Phone Installation - PCS / CNS

1 day

Mon 12/5/05

Mon 12/5/05

52

Equipment Installation - PCS / VAC

2 days

Wed 12/21/05

Thu 12/22/05

53

System Testing - PCS / VAC

4 hrs

Fri 12/23/05

55

Customer Training - PCS / VAC
North Idaho Correctional Institution

Fri 12/23/05

Fri 12/23/05

Tue 12/6/05

Wed 12/28/05

4 hrs

Tue 12/6/05

Tue 12/6/05

57

Phone Installation - PCS / CNS

1 day

Tue 12/6/05

Wed 12/7/05

58

Equipment Installation - PCS / VAC

2 days

Mon 12/26/05

Tue 12/27/05

59

System Testing - PCS / VAC

4 hrs

Wed 12/28/05

Wed 12/28/05

60

Customer Training - PCS / VAC

4 hrs

Wed 12/28/05

Wed 12/28/05

17.5 days

Wed 12/7/05

Fri 12/30/05

62

Site Preparation / Cabling - PCS

4 hrs

Wed 12/7/05

Wed 12/7/05

63

Phone Installation - PCS / CNS

1 day

Thu 12/8/05

Thu 12/8/05

64

Equipment Installation - PCS / VAC

1 day

Thu 12/29/05

Thu 12/29/05

65

System Testing - PCS / VAC

4 hrs

Fri 12/30/05

Fri 12/30/05

66
67
68

Customer Training - PCS / VAC
Team 3 - PCS, Synergy
East Boise Community Work Center

4 hrs

Fri 12/30/05

Fri 12/30/05

16 days

Thu 12/1/05

Thu 12/22/05

4 days

Thu 12/1/05

Tue 12/6/05

69

Site Preparation / Cabling - PCS

4 hrs

Thu 12/1/05

Thu 12/1/05

70

Phone Installation

1 day

Thu 12/1/05

Fri 12/2/05

71

Equipment Installation - PCS / Synergy

1 day

Fri 12/2/05

Mon 12/5/05

72

System Testing - PCS / Synergy

73
74

Customer Training - PCS / Synergy
Nampa Community Work Center

1 day

Mon 12/5/05
Tue 12/6/05

Tue 12/6/05

Wed 12/7/05

Mon 12/12/05
Wed 12/7/05

Site Preparation / Cabling - PCS

4 hrs

Wed 12/7/05

76

Phone Installation

1 day

Wed 12/7/05

77

Equipment Installation

1 day

Thu 12/8/05

Fri 12/9/05

78

System Testing - PCS / Synergy

1 day

Fri 12/9/05

Mon 12/12/05

79

Customer Training - PCS / Synergy

4 hrs

Mon 12/12/05

Mon 12/12/05

4 days

Tue 12/13/05

Fri 12/16/05

Site Preparation / Cabling - PCS

4 hrs

Tue 12/13/05

Tue 12/13/05

82

Phone Installation

1 day

Tue 12/13/05

Wed 12/14/05

83

Equipment Installation

1 day

Wed 12/14/05

Thu 12/15/05

84

System Testing - PCS / Synergy

1 day

Thu 12/15/05

Fri 12/16/05

85

Customer Training - PCS / Synergy

4 hrs

Fri 12/16/05

Fri 12/16/05

4 days

Mon 12/19/05

Thu 12/22/05

Idaho Falls Community Work Center

87

Site Preparation / Cabling - PCS

4 hrs

Mon 12/19/05

88

Phone Installation

1 day

Mon 12/19/05

Tue 12/20/05

89

Equipment Installation - PCS / Synergy

1 day

Tue 12/20/05

Wed 12/21/05

1 day

90

System Testing - PCS / Synergy

91
92

Customer Training - PCS / Synergy
Post-Installation

93

Conversion - All Sites - PCS / VAC

94

Customer Training - Refresher

95

System Testing - PCS / VAC

96

Acceptance

Project: IdahoSt Project Plan Overview
Date: Fri 11/11/05

Task

T

F

S

Nov 27, '05
S
M

T

W

T

F

S

Dec 4, '05
S
M

T

W

T

F

S

Dec 11, '05
S
M

T

W

T

F

S

Dec 18, '05
S
M

T

W

T

F

S

Dec 25, '05
S
M

T

W

T

F

S

Jan 1, '06
S
M

T

W

T

F

S

Jan 8, '06
S
M

T

W

T

F

S

Mon 12/19/05

Wed 12/21/05

Thu 12/22/05

4 hrs

Thu 12/22/05

Thu 12/22/05

8 days

Wed 1/4/06

Fri 1/13/06

5 days

Wed 1/4/06

Tue 1/10/06

1 day

Wed 1/11/06

Wed 1/11/06

2 days

Thu 1/12/06

Fri 1/13/06

0 days

Fri 1/13/06

Fri 1/13/06

Split

W

Thu 12/8/05

81

86

Twin Falls Community Work Center

T

Tue 12/6/05

4 hrs
4 days

75

80

Nov 20, '05
S
M

Fri 12/23/05

4 hrs
17 days

Site Preparation / Cabling - PCS

Idaho Correctional Institution

S

Fri 12/23/05

56

61

F

Thu 12/1/05

50

54

T

Tue 1/3/06

43

49

W

Fri 12/30/05

2 days

Team 2 - PCS, VAC

T

Wed 12/7/05

31

34

Nov 13, '05
S
M

Tue 1/3/06

18

17

S

1/13
Progress

Milestone

Summary

Project Summary

External Tasks

External Milestone
Page 1

Deadline

APPENDIX 3-4
LICENSING AND CERTIFICATIONS

,

State of Idaho
I

I
CERTIFICATE OF AUTHORITY

OF
PUBLIC COMMUNICATIONS SERVICES, INC.

File Number C161893
I, BEN YSURSA, Secretary of State of the State of Idaho, hereby certify that an
Application for Certificate Of Authority, duly executed pursuant to the provisions of the
Idaho Business Corporation Act, has been received in this office and is found to
conform to law.
,.-.

.-,

:'c.··,',./-;L,,<;
.__ .:\;.'Y'_""'.
',y
':
.
..
.,<
.
-'-".
'.
,
.... .
. -,">'." ,.

> _',',',

'j

.',

","--

",,_,'

",

.;.

ACCORDING!-Y and by virtue of the authority vested in me bylaw, I issue this
Certificate of Authdrity to'trans.act business ir:l this StateiH1d attacfi hereto a duplicate of
~-r

'.- .

-'c':-,

,':-:'i ?" ','.

_c'. '-"',"''''','-

. -.'

, , ,"",.

. - ",,,.. ,.:-,.;.

the application for such certificate,

Dated: 10 August 2005

SECRETARY OF STATE

AUG-IO-2005 WED 08: 06 AM UNISEARCH, INC.

FAX NO, 3609569504

p, 04

fiLED EffECTIVE
zaGS AUG lOAM 10: 15

202

.. ttfJ.\{Ythc.

APPLICATION FOR CERTIFICATE
OF AUTHORITY (For Profit)
(lnstr~ctians

,I

STATE Or- mt,Ho

fE

on Back ofAppllcaUon)

Tlle undsrslgned Carpcr.lion applie. for aCertlflcate af AUlhor1ty and states as follows:

1.. The name of the oorporaffon 15;
,-

(:.;f3L./c. CO.,..,..,""U();·c......t1r>n5
5erVlit -G-J:J :We'..
...._."."..........
---.-----..-

2 rhe name which ilsh.1I use In Idaho is:

~Iot 1c

c.",,,",,,,,,,"'n/

G.A,...,\ ~1'I-1J

3. ltislncorparatedunderthelawsot.

- Is.. _""+'-".{-_.......
....1,'1 Iq j
Its dale oflncorparalion

4

-,.. ...,

,.~

-:....-b<>r's· S-erlJ1l-e~ ~.

11'\

"..

.._

_

5.. 11,s address aflts principal ollloels:

J !ii£"LW!\ ·:;h,-e f-,l.-. ~ ~~)

Lc> ~ ..&0:7"'10 5

CA. '1" D'"l.S

6. Tile address 10 whioh corrsspondence should be addn>.sed,lf different from item 5, Is:

-------7. ills streeledd",.s 01 its registered office In Idaho Is:, .1423 Tyrell Lane, Boise, Idaho 83706._ _
and Its registered agent In Idaho atlhat address Is: .rational Registered Agents, Inc.
B.. The names and respective business addresses ollts directors anrJ officers are:

Nams

Omce

Mdress

-P.A,JL-..J£(\111 t\") S ,,_ f~51 ~:...A-1A..e."""(" II '(S"f WliJ;' ~::'I'l.-'?sAfl~
017..e:-ph W·~"2,..e,., __." \)\V"~_ I!'j(t:"! vJll>~I~ 6/ I;.aS¥s CJr
.CbM Ie> B.~reeJfY1-MJ----=c~s"'(e(_ @'1 Wds~ '!'" (II lAsA+' 01
f.8l:!.J __ oeno\.l"\5J
Set:.'-I1~Ar)
~.Yr"f WIIS'!'I!;(. 6\ L,;~.JIU C?'. .
~
~~
" I b{!)fYM .. S"De.. ..•.. ::Lf/Co l?
U'i'S"'/J2.!hJ,'f¢ tk let
CPo
']0 "'},-,r
.
.... ...••

Dated:

~.

_

_

....... r

·_'_

TypedName:

""

__

_

---'--

~~;J ~o~

Signalure:

,

b'£g

Cus1cml3t" A~ #.:

e:,·T~"' . . . . . .

Ser;:J"efaty 01 Sli1te LIse (lilly

Q.ht>..r Ie, f3.~ r;ree-JM.tlN

c.p.clty:-r~?'rSlJfe r ~ c~o

[J1lO §gflftr m~ ba Qlmdw Dr alJ

IDAHO SECRETARY OF STATE

ti(fietJ( of tn~ r;.D1PQtlJl1an)

08/10/2005 05:00
CKI none eTI J848BHI9B5481
1 @ 188.88 = 188.8B AUTH PRO 8 2
1 @ 28.88 = 28.88 CORP SUR H J

1 @ 28.88

=

28.88 EXPEllITE CH 4

~_ AUli-lU-i:'LJUb WCl! UIJ:Uti AM UNl~cAj-{liH,.JNlJ,

r AK

NU,

jtiU~bb~bljq

1'. Ub

State of California
Secretary of State

CERTIFICATE OF STATUS
DOMESTIC CORPORATION
I, BRUCE McPHERSON, Secretary of State ofthe State of CaHfomia, hereby
certify:
That on the 27TH day of JANUARY, 1997, PUBLIC COMMUNICATIONS
SERVICES, INC. became incorporated under the laws of the State of California
by filing its Articles of Incorporation in this offiee; and
That said corporation's corporate powers, rights and privileges are not suspended
on the records of this office; and
That according to the records of this office, the said corporation Is authoriZed to
exercise all its corporate powers, rights and priVileges and Is In good legal
standing in the State of California; and

That no information is avallable in this office on the financial condition, business
activity or practices of this corporation.
IN WITNESS WHEREOF, I execute
this certificate and affIx the Great Seal
of the State of California this day of

August 9, 2005.

-BRtTCB'McPBERSON
SecretaI:Y ofState
SLJ

IDAHO STATE TAX COMMISSION
800 Park Blvd. Plaza IV * P.O Box 36
(Hearing Impaired roD) ! ·800.. 3J7.J529

*

Boise, [daho 83722-2210
Equal Opportunity Employer

November 20, 2001

PUBLIC COMMUNICATIONS SERVICES INC
11859 WILSHIRE BLVD
LOS ANGELES CA 90025-6616

Dear r axpayer,
Yom application for an Idaho Seller's Permit has been accepted You have been approved to file
on a quartelly basis, and the number assigned to you is shown on the attached permit. Tax
reporting forms (returns) are being sent to you in a separate mailing You must file a return even
if no tax is due
After one year, you may file a written request to change yom filing frequency

If you need help filing yoU! returns or have questions about sales tax, call (208) 334·7660 in
Boise or (800) 972-7660 toll free nationwide

POST IN A VISIBLE PLACE
lIDS PERMIT IS NO I IRANSFERABLE

IDAHO STATE TAX COMMISSION
SE
IT
lHE BUSINESS NAMED BELOW
PERMIT IS VALID UNTIL CANC .
PROVIDED BY LAW
ISSUED TO:
PUBLIC COMMUNICAIIO
11859 WILSHIRE BLVD
LOS ANGELES, CA 90025·661

LLER'S PERMIT THIS
ED FOR CAUSE AS

~mitNumber:
.

Issue Date:
ffective Date:

001036748-S
11/20/2001
11/0112001

IDAHO
PUBLIC UTILITIES

commission

Dirk Kernpthome, Governor

P.O. Box 83720, Boise, Idaho 83720-0074
Paul Kjellander, President
Marsha H. Smith, Commissioner
Dennis S, Hansen, Commissioner

February 28, 2005
TO:

~
"

(

:

PUBUC COMMUNICATION SERVICES INC
DANIEL HERRERA, REG, MGR.
11859 WILSHIRE BLVD SIE 600
LOS ANGELES, CA 90025
Idaho Gross Operating Revenues

61-100~"an

'
Idaho Code §§
, 2·611 require that telecommunication 'corporatio1ls annually,report
their gross operating revenue
. ed om business in Idaho dming the preceding calendar year to the
t that your c ndar year 2004 gross intrastate revenues be provided to the
Commjssion, We req
Commission au or b fore Aprill, 200 "You must report even ifyou had zero gross intrastate operating
revenues during the p ceding calend. year,
When determin ~ur' c pany's Gross IIitrastate Operating Revenue please consult 47 CFR §
32 for definitions ofrevenues" Attachment 1 gives additional information to use in arriving at the amount
requested by this report.
Ihe form provided below is for your convenience" Please complete aIid retrIin it as soon as
possible Please note the law requires information on theretum b~ verified by an offic,er, or agent, of your
company :to meet the April 1, 2005 deadline, facsinrile tiansmission~ ine acceptable" However, the sigtted
original riiliStitrrive at the IPUC within five days oftlie facsiiniU, ttansmissioh, Ihe Commission's FAX
number is (208) 334-3762, Should you have any questions; please contact me at (208) 334-0337 of e·mail
me at dhattaw@puc.state.id.us.

Sincerely;

{/~/~~

David Hattaway, Deputy Adminisirator

rr:
,,
I~ertification:

'

"

--"---"'--,~-

Our Idaho Gross Intrastate Revenue fOI' the CalendarYear 2004 was $~.

I certify that the foregoing statement is true and correct to the best of my knowledge, information and
b.elief/}t.
~ j/ "-----...
Sigoo:l-"

'3 ~"2 '7 - Qj"
bate
.~--~---_.~---

Additionill Information:
Person within om company' toPlntact should we have questions regarding this form:
.':::
1<.0 f S
I
Name: .
Telephone umber: (<"3/0 '7 "'SY-SlfII
E-mail Address: ;1/c.A~ ("PS.s@ 1l!,,"'f0. (Ay"V)
Please correct the company name or address given above ifit is wrong.. Use the space to the right of
the "TO:" information to print the COIr'ect address.

Located at 472 West Washington Street, Boise, Idaho 83702
Telephone: (208) 334-0300 Facsimile: (208) 334-3762

~
Approval by OM B

2005 FCC Form 499-A Telecommunications Reporting Worksheet
»> Please read instructions before Gompletino_ «<
Annual Filina - due April 1.

3060-0855

in Lines 104 or 112. See Instructions.

101 Filer 499 10 rtf you don't know your number, contact the administrator at (888)-641-8722.

1823820

If yOU are a new filer, write "new" in this block and a Filer 499 10 will be asslQned to you.

IPublic Communications Services, Inc.

102 Legal name of reporting entity
103 IRS employer identification number

95-4615444

104 Name telecommunications servtce provider IS dOing business as
105 TeJecommumcatlons activities of filer rSelect up to 5 boxes that best describe the reporting entity. Enter numbers starting with "1" to show the order of importance - see directions.I

DAII Distance

DCAPJCLEC

DCeJlularJPCSJSMR (wireless telephony md. by resale)

D

D

D

Incumbent LEC

o
o

Interexchange Carrier (lXC)

Payphone Service Provider

0

Local Reseller

OJOperator Service Provider (aSP) DPaging & Messagmg

D

Prepaid Card

SharedMTenant Service Provider J Building LEC

If Other Local, Other Mobile or Other Toll is checked,

OCoaxlal Cable

Private Service Provider

0

Satellite Service Provider

D

SMR (dispatch)

W Toll Reseller

DWireless Data

D

Other Local

D

D

Other Mobile

Other Toll

describe carrier type J services provided: - . .
106.1 Holdina company (All affiliated compaUles must show tbesame name on lhis line.)

None

106.2 HoldinQ companv IRS emoioyer identification number
107 FCC Registration Number (FRN) [https:JJsvartifoss2.fcc.govicoresJCoresHome.html ]
rFor assistance, contact the CORES helD desk at 877-480-3201 or CORESlIDfcc.aovl

0010-0179-86

108 Manaaement company [if carner IS manaQed by another entityl

N/A

109 Compiete mailing address of reporting entity
corporate headquarters

11859 Wilshire Blvd., Suite 600
Los Angeles, CA 90025

110 Complete business address for customer inquires and
complaints rif different from address entered on Line 109]

(same)

111 Telephone number tor customer complaints and inquires lToll-free number ifavailablel

112

{This space reseNed for processmg J

1888-288-9879

List all trade names used in the past 3 years in providing telecommUnications. Include all names by which you are known by customers.
a

9

b

h

c

i

d

j

e

k

f

I
Use an additional sheet if necessary. Each reporting entity must provide all names used for earlier activities.

PERSONS MAKING WILLFUL FALSE STATEMENTS IN THE WORKSHEET CAN BE PUNISHED BY FINE DR IMPRISONMENT UNDER TITLE 18 OF THE UNITED STATES

Save time, avoidproblems -- fHe electronically at

http://form499.universalservlce.org/

CODE~

18 U.S.C. §1001

FCC Form 4gg~A
April 2005

'<,,,,-,".,

Page 7

2005 FCC Form 499-A Telecommunications Reporting Worksheet
601

Filer4991D [from Line 1011

602

LeQal name of reoortinq entity ffrom Line 102

1823820

603

Section IV of the Instructions provides information on which types of reporting entities are required to file for which purposes. Anv entity clalmmg
to be exempt from one or more contribution requirements should so certify below and attach an explanation. IThe Universal ServIce Administrator
will determme which entities meet the de minimis threshold based on information provided in Block 4, even if you fail to so cert~below.1
I certify that the reporting entity IS exempt from contributing to:
Umversal Service
TRS
NANPA

Public Communications Services, Inc.

0

D

U

LNP Administration

0

PUHCA § 34 (a)(1) Exempt

0

Provide explanation below:

State or Local Government Entity

0

I.R.C § 501 Tax Exempt

0

604

Please indicate whether the reporting entity is

605

I certify that the revenue data contained herein are privileged and confidential and that public disclosure ot such mformation would likely cause substantial harm to the competitive
position ofthe companv. I request nondisclosure of the revenue information contamed herein pursuant to Sections 0.459, 52.17. 54.711 and 64.604 ofthe Commlssion's Rules[8]
I certify that I am an officer of the above-named reporting entity, that I have examined the loregoing report and, to the best of my
knowledge, information and belief, all statements of fact contained in this Worksheet are true and that said Worksheet is an accurate
statement of the affairs of the above~named company for the prevIOus calendar year. In addition, I swear, under penalty of per_Iury, that all
requested identification registration mformation has been provided and is accurate. If the above~named reporting entity is filing on a
consolidated baSIS, I certify that this filing incorporates all of the revenues for the consolidated entities for the entire year and that
the filer adhered to and continues to meet the conditions set forth in Section 11-6 of the mstructions.

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606

Signature

607

Printed name of officer

608

Position with reporting entity

CEO

609

Business telephone number of officer

310-231-1000

610

EMmaii of officer

611

Date

612

Check those that apply:

Paul Jenmngs

3-30-0 It""

[B

Original April 1 filing tor vear

D

New filer, registration only

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ReVised filing with updated registration

D

ReVised filing with updated revenue data

Do not mail checks with this form. Send this form to: Form 499 Data Collection Agent cia USAC 2000 l Street, N.W. SUite 200 Washington DC, 20036
For additional information regarding this worksheet contact: Telecommunications Reporting Worksheet information: (888) 641-8722 or via e~mail: Form499@unlversalservice.org

PERSONS MAKING WILLFUL FALSE STATEMENTS IN THE WORKSHEET CAN BE PUNISHEO BY FINE OR IMPRISONMENT UNOER TITLE 1B OF THE UNITEO STATES COOE, 18 U.S.C. §1001

Save time.. avoid problems - ttle eiectronicallyat

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FCC Form
April 2005

499~A

APPENDIX 3-5
NETWORK DIAGRAM

State of Idaho DOC Inmate Telephone System Network

PCS Network Operations
Los Angeles

Private Data
Network

ICI-O

LD Voice
Network

NICI

IMSI
SBWCC

SAWC

SICI
ISCI
Nampa
CWC

East Boise
CWC

Idaho Falls
CWC
ICC
PWCC
Twin Falls
CWC

PROJECT:

State of Idaho Dept. of Corrections

DATE:

October 24, 2005

Version 1.0

PAGE 1 of 1

State ITS Network

DRAWN BY:

Alfredo Graham

APPENDIX 3-6
TEST PLAN

State of Idaho Department of Correction
Offender Telephone Services RFP01695

Test Plan for the State Of Idaho Department Of Correction
1. Introduction

1.1. Purpose
This document describes the details of the Test Plan for the implementation and deployment
of the PCS System. This plan is intended to be executed during the test period within the
Idaho Department of Correction and from remote sites. This document identifies the specific
functional areas of the product that should be tested before the system receives final
acceptance.
1.2. Acronyms
Term
CPE
CDR
CR
LAN
NLT
NOC
PIN
PSTN
WAN

Definition
Call Processing Equipment
Call Detail Record
Change Request
Local Area Network
No Later Than
Network Operations Center
Personal Identification Number
Public Switched Telephone Network
Wide Area Network

2. Test
2.1. The test is defined as the period during which PCS equipment is installed in the Idaho
Department of Correction’s network for the purposes of testing the functional
capabilities, stability and final acceptance of the PCS System. The test shall also
include all financial and reporting features of the PCS System and any interoperability
testing required to provide telephone minute purchase information from the
commissary system to PCS.

3. The Specific Testing Team
3.1. Areas of functionality to be exercised during the test are defined in Section 9 of this
Schedule. It is expected that much of this functionality will be tested before the
existing system is suspended. If there are areas that are not covered by these tests,
specific tests may be executed.

1

State of Idaho Department of Correction
Offender Telephone Services RFP01695

3.2. The Testing Team responsible for the execution of the Test Plan is a joint team of
PCS and Idaho Department of Correction engineers and technicians, or their
designees.
3.3. Both Idaho Department of Correction and PCS engineers and technicians, or their
designees, will be responsible for the initial turn-up of the PCS System in the Idaho
Department of Correction’s network.
3.4. The team leaders for the Test shall be designated by the Idaho Department of
Correction and the Project Management team from PCS.
4. Entrance Criteria. The following is a list of criteria that should be met before the test may
begin:
4.1. Product functionality capable of meeting the test requirements of the Idaho
Department of Correction as verified by PCS and identified in Section 9 of this
document.
4.2. Interface with Department commissary vendor is operational. The test plan should
include installing separate hardware and software to allow for full, operational testing.
4.3. An existing agreed upon test plan (this document plus any test plan amendments or
additional testing detail plans as may be required).
5. Exit Criteria. Successful completion criteria for the test are as follows:
5.1. Testing coverage of the areas identified in the Test Plan.
5.2. All CRs created during the test have been identified and corrected.
5.3. Sign off on all system parameters for all aspects of the PCS System including
technical, engineering and final acceptance of the PCS System.
6. Metrics. Various metrics will be used to gauge both the stability and service quality
provided by the PCS System during the test period as well as the progress of the test
itself. These metrics are as follows:
6.1. Test Progress:
6.1.1. Number and Type of Outstanding CRs. This metric details the progression and
status of CRs outstanding against the PCS System that were initiated during the
test period.
6.1.2. Tests Executed and Tests Passed/Failed. This metric details the coverage of
planned functional testing areas that have been executed, and the breakdown of
tests that passed/failed during the test.
6.2. PCS System Stability and Service Quality.

2

State of Idaho Department of Correction
Offender Telephone Services RFP01695

6.2.1. Quality of Service provided in Network. This metric details the quality of circuits
transporting the data to and from each Department facility.
6.2.2. Traffic Statistics. Such as the percentage of successfully placed calls.
6.2.3. System Outage time. Total PCS System outage/downtime during the test.
6.2.4. Billing System functionality. This verifies the accuracy of the pre-paid call rating
tables and software. Additionally, testing shall
6.2.4.1. Verify the information captured by the commissary data transmitted to
PCS;
6.2.4.2. The accuracy of telephone charges, sales tax charges, other telephone
taxes and fees, surcharges;
6.2.4.3. Calculation of remaining minutes
mechanism to inmate accounts;

available

to

inmates,

crediting

6.2.4.4. Error reporting and refunding mechanisms;
6.2.4.5. Include any other test applicable to an accounts receivable accounting
system that the Idaho Department of Correction deems necessary to test
all aspects of the PCS System.
6.3. Problem Reporting.
6.3.1. Any identified problems will be entered into the CR system where the progress
of fixes can be tracked.
6.3.2. A joint PCS/Idaho Department of Correction group should be created to
periodically review the validity of submitted CRs and the current status and
progress of active CRs.
6.3.3. There are four defined levels of severity from CRs, critical, major, minor, and
informational. All definitions are given below.
6.3.3.1 Critical. Faults defined as Major Faults but require immediate correction
before additional testing can be completed in a particular general area of
the product or service, including the financial reporting and data capturing
features of the product or service.
6.3.3.2 Major. Faults that are service affecting, or prevent or seriously degrade
routine system operation, maintenance, administration, billing, etc.
6.3.3.3 Minor. Faults that do not significantly impair the functioning of the software
system. These faults can be tolerated during system use.

3

State of Idaho Department of Correction
Offender Telephone Services RFP01695

6.3.3.4 Informational. A comment, suggestion or feature request that does not
relate to an actual system fault.
6.3.4. During the test approved, CRs will be considered closed and verified only after
the identified problem does not occur after repeating the original test (or
operational steps) that led to the creation of the CR. Any final verification will
occur before the PCS System is deployed.
7. Planned Configuration.
7.1. The purpose of this section is to detail the expected configuration of the PCS System
for the test and eventual deployment by the cutover date, as agreed with the
Department.
7.2. Description of the PCS System.
7.2.1. The PCS System shall be comprised of state of the art inmate call processors at
each site and a centralized database/web server. Each of these systems is
based on a computer telephony hardware platform with industry standard
telephony boards and computer components.
7.2.2. The inmate call processors can be configured to allow both collect and per-paid
calling. All phone conversations will be subject to monitoring and recording with
the exception of calls to numbers designated as privileged. The PCS System is
designed to allow for direct online access to all call recordings made during the
agreed upon number of days. The System has call blocking and tracking
features that are further enhanced through the configuration that requires the
inmates to use a PIN when dialing all calls.
7.2.3. Each of the Idaho Department of Correction facilities has a dedicated call
processor. Both the outgoing trunks and the inmate stations are connected to
the Idaho Department of Correction for the proper routing to the PSTN and the
correctional facilities respectively. The Idaho Department of Correction also
provides network connectivity to the workstations located at each of the
correctional facilities.
7.2.4. The PCS System is also connected to PCS’s NOC at the corporate office in Los
Angeles via a frame relay circuit. The WAN connectivity provides collect call
validation and CDR polling for subsequent rating and billing as well as revenue
report generation. PCS will also utilize PCS System and network monitoring
applications to provide reliable 24/7 monitoring of the PCS System and WAN.
7.2.5. The PCS System also allows for full-featured billing for the Idaho Department of
Correction. The PCS System will capture minutes purchased by inmates, deduct
minutes expended by inmates, deduct charges for sales taxes, phone taxes and
fees, surcharges, maintain running balances in the inmate accounts, provide for
recording and retrieval functions for the Idaho Department of Correction and
Department, provide credit reporting, and interoperability features with third
party vendor accounting systems.

4

State of Idaho Department of Correction
Offender Telephone Services RFP01695

8. Network Installation and Turn-up. This section details the planned network installation
and initial turn-up procedures for the PCS System within the Idaho Department of
Correction’s network.
8.1. PCS will utilize existing, in house pre-implementation checklists to verify all
information is gathered to successfully configure the PCS.
8.2. PCS will have technicians install all PCS hardware based on the project plan provided
by PCS.
8.3. LAN Network connectivity will be verified from the PCS server utilizing industry
standard software.
8.4. Idaho Department of Correction personnel will test WAN Network connectivity upon
successful installation of workstations and configuration of routers.
8.5. Voice grade T1 network connectivity will be tested to ensure voice prompts are
delivered to each Department facility. The synchronization of T1’s to the PCS will be
tested and all framing verified.
8.6. All billing and reporting functions will be fully verified and tested upon installation of
the PCS System. Interoperability with third party vendor software will be verified and
data captured and tested.
8.7. PCS will utilize existing, in house post-implementation checklists to verify all
procedures have been completed.
9. Functional Testing. This section details the planned functional testing that is to be
exercised during the test period. Attachment - A provides an itemized list of test steps.
9.1. The parties will test the ability of the PCS System to operate transparently in the
Idaho Department of Correction network by successfully passing telephone traffic
over the network.
9.1.1 This will be verified upon completion of 8.5.
9.2. The parties will test the ability of the PCS System to provide financial and call records
as required by the RFP.
9.2.1. Testing of the PCS call tables and pre-paid account software will be performed
on each inmate call processor to verify accuracy in call billing and creation of
CDR’s.
9.2.2. Testing of the entire PCS System as an account receivables system will be
performed.
9.2.3. The parties will test the accuracy of the data transmitted by the Department
commissary vendor.

5

State of Idaho Department of Correction
Offender Telephone Services RFP01695

9.3. The parties will test the ability of the PCS System to complete an inmate call using
both the collect call feature and the direct dial feature.
9.3.1. Test calls will be made from each respective Department facility for completion
of collect and pre-paid calls.
9.3.2. Test calls will calculate the telephone charge, the sales tax, the other telephone
taxes and fees, surcharges, announce the balance remaining at the beginning
of the next call properly calculated, maintain a running balance, add minutes to
the existing balance and generally account for the telephone minutes purchased
and spent.
9.3.3. Billing reports will be generated from the test calls to test money transfer
features.
9.3.4. Any other feature of the PCS System requiring a telephone call or recording
feature will be tested.
9.4. The parties will test the ability of the PCS System to deliver messages in English,
Spanish and other languages designated by the Idaho Department of Correction.
9.4.1 Each inmate call processor will be tested to verify that the voice prompts are
played in all designated languages.
9.5. The parties will test all the phones and workstations in the facilities, at Department
headquarters and at all other locations for proper functionality and storage capacity.
9.5.1. The phones will be tested for complete functionality and the station ports
assignments verified.
9.5.2. The workstations will be tested for network connectivity, storage capacity and
complete feature functionality.
9.6. The parties will test the flagging, blocking and other internal alarm or flagging
protocols in the PCS System.
9.6.1. All investigative software features of the system will be tested for proper
operation.
9.7. The parties will test all the reporting features of the PCS System.
9.7.1. PCS will demonstrate and verify that all reporting feature requirements are met.
10. Schedule. The parties anticipate that the PCS System will be installed no later than the
agreed upon date, with testing at each institution to take place as soon as equipment is in
place and to continue through to the agreed upon installation date. The entire System will
be ready for a flash cutover for all institutions on agreed upon installation date.

6

State of Idaho Department of Correction
Offender Telephone Services RFP01695

10.1. All testing shall be completed by agreed upon installation date.
10.2. The schedule will be based on the approved project plan created by PCS with all
parties being notified of any updates or changes.
10.3. The implementation plan will be scheduled for completion NLT date agreed upon
with the Department. This schedule may be compressed for an earlier completion
date, if agreed to by both parties after the successful completion of all testing and
resolution of CR’s.

7

State of Idaho Department of Correction
Offender Telephone Services RFP01695

Attachment – A
All components of the ITS will be thoroughly checked and tested to insure proper feature
functionality. Checks and testing will include but not be limited to the following:

1.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•

PCS INMATE SYSTEM CHECK LIST

Check – Station Blocks Mounted.
Check – All inmate housings (stations) are in place and operational.
Check – Create and/or verify Station ID list using PortMap document.
Check – T1’s in place and operational. Smart jack(s) or cable(s) located where ITS
cabinet will reside.
Check – Proper power outlets supplied (2 – 110VAC 20A dedicated circuits on
generator power, floor space adequate, environmental requirements met.
Check – Network connection in place for ITS System cabinet from Data Network to
ITS System. (CAT 5 UTP)
Check – Network connection in place for ITS Workstation from ITS System cabinet to
workstation. (CAR 5 UTP) Mount wall jack at W/S and terminate at jack. No
termination at ITS system cabinet. Leave 30’ cable at ITS system cabinet.
Check – Analog backup line in place at ITS System cabinet. Analog line terminated in
surface mount wall jack. Line tested and labeled.
Check – Manual cut off switches in place.
Remove existing ITS recorder computer(s) from the cabinet.
Mount new ITS controller computer in the cabinet where the old recorder was located.
Add ITS power supply to the cabinet. Run power cable from P/S to POTS cards on
controller.
Upgrade Operating System and software on ASR’s, Mass Storage, and workstations
Check – UPS is fully charged and operational. (plugged in)
Check – Cabling from ITS Rack to station punch blocks via 25’ WIP cable(s)
Check – T1’s are connected to T1 cards in the ITS system rack. From smart jack to
back of ITS controller. All cables labeled and properly secured.
Check – Set up ITS workstations 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 Data network to ITS hub.
Check – Analog backup lines had been tested and hooked to ITS controller. Perform
dial-up test (access number will be supplied) and verify modem tone.
Test – ITS System – Perform start-up test and confirm all machines start up correctly.
Test – ITS 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

8

State of Idaho Department of Correction
Offender Telephone Services RFP01695

•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•

Test – ITS workstation – UPS test (utilize UPS test switch and confirm system stays
on)
Check – All computers for correct name and IP address. Check/Verify correct IP and
Subnet Mask and Default Gateway.
Check – All computers – Network properly installed and working
Check – All system clocks are updated properly.
Check – RAID Storage – Check/Verify the stripe set is intact and can be read from and
written to. Check network connection (can see other PC’s).
Check – Admin computer – Check/Verify Admin 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.
Check – Controller – Verify PIP information for the following: Validation and test.
Check – Controller – Configure or Verify Inmate Stations.
Check – Controller – Configure or Verify Trunk Settings (T1)
Test – Workstation – Test Monitoring and Recording, test Read-Writable CD ROM
device, print test page.
Check – Facility PIN load if applicable
Test – Make test calls from station blocks.
Check – Facility branding
Verify system functionality by performing a Collect/Prepaid/Debit 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 – Call Records Search
Check – Calls for proper start/stop, origination, destination, PIN numbers
Check – Verify each type of call (Local, Intra-LATA, Inter-LATA, Inter State)
Check – All ITS engine settings are current
Check – Verify that Key Word Search is working.
Check – Calls are being monitored by ITS.
Test – Perform live monitoring.
Test – Printing reports to printer.

9

State of Idaho Department of Correction
Inmate Phone Service RFP01695

05 Proposal Requirements
The evaluation and selection of a Contractor 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 rejecting a proposal.
PCS acknowledges the provisions of Section 5, inclusive, without further
comment or reservation.

05.01 General Format
Submit proposals on standard 8 ½” x 11” paper. Foldouts containing charts,
spread sheets, and oversize exhibits are permissible. The pages should be
placed in a back-bound “D-Ring” binder with tabs separating the major sections
of the proposal. Manuals and other reference documentation may be bound
separately. Each Proposal must also be submitted with an electronic copy (CD or
floppy disc).
05.01.01 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.
05.01.02 Cross-Referencing
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.
05.01.03 Pagination
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.
05.01.04 Pricing Information Excluded from main Proposal
Proposals must be submitted in two volumes. Volume 1 contains Proposal
Sections 2 and 3 as defined below. Volume 2 contains Proposal Section 4,
Prices. No prices or price information may appear in the Technical proposal for

5-1

State of Idaho Department of Correction
Inmate Phone Service RFP01695

any reason. Failure to comply with this instruction is grounds for rejection of the
entire proposal.
05.01.05 Proposal Sections (volume 1)
Proposals must be submitted as outlined in the following sections.
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.
05.01.06 Proposal Section 2: Functional and Technical Proposal (volume 1)
Respond to each and every requirement in RFP Section 2, using identical
numbering. Follow the additional instructions in RFP Section 2 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.
05.01.07 Proposal Section 3: Implementation and Ongoing Service
Requirements (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 a reiteration of the
specific question. Responses of “Understood”, or “Comply”, or similar phrases
will generally be given a minimum score.
05.01.08 Proposal Section 4: Cost and Revenue Requirements (Volume 2)
Provide the required pricing information in exactly the format shown in RFP
Section 4.
Remember that Proposal Section 4 (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.

5-2

State of Idaho Department of Correction
Inmate Phone Service RFP01695

05.02 Oral Presentation
The Department reserves the right to invite Proposers who have may be
awarded a contract 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)

•

Functional and Technical Requirements

•

Implementation and On-going Service Requirements

•

Demonstration of System and Equipment

5-3

State of Idaho Department of Correction
Inmate Phone Service RFP01695

06 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.
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.
PCS acknowledges the provisions of Section 6, inclusive, without further
comment or reservation.

06.01.01 Evaluation Categories and 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:
Contractor Qualifications

100

Functional and Technical Requirements
Implementation and Ongoing Service Requirements

300
300

Reporting Requirements

50

Price
Grand Total
Oral Presentation

250
1000
200

06.01.02 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
specified in order to continue to be considered. Proposers will not be allowed to
change their proposals in this process.
06.01.03 Waiver of Minor Administrative Irregularities

6-1

State of Idaho Department of Correction
Inmate Phone Service RFP01695

The State reserves the right, at its sole discretion, to waive minor administrative
irregularities contained in any proposal.
06.01.04 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.

6-2

State of Idaho Department of Correction
Inmate Phone Service RFP01695

07 Special Terms and Conditions
PCS acknowledges the provisions of Section 7, inclusive, without further
comment or reservation.

07.01.01 Compliance 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 applicable, now
existing or hereafter adopted, respecting operations and activities in and about
property occupied by the Department.
07.01.02 Compliance Audits
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.
07.01.03 Conflict of 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
selling agency has been employed or retained to solicit the contract upon an
agreement or understanding for commission, percentage or contingency.
07.01.04 Record Keeping and Retention
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 IDOC 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.
07.01.05 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

7-1

State of Idaho Department of Correction
Inmate Phone Service RFP01695

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.
07.01.06 Notification/Resolution Of Deficiency
The Contractor will have a reasonable period not to exceed 30 days from the
date of the written notification to rectify the deficiency. If after a reasonable period
not to exceed 30 days from the date of written notice, 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 difficulty 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.
07.01.07 Insurance
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.
07.01.08 Litigation
The Proposer shall provide a list of all litigation the company has been or is
7-2

State of Idaho Department of Correction
Inmate Phone Service RFP01695

currently involved in during the last five (5) 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 and/or a state public records disclosure act, then provide case
name, case number and court.
07.01.09 Termination
After a period of three months (90 days) from the effective date of execution of
the Contract, the Idaho Department of Correction may terminate the Contract
upon 90 days written notice to the Contractor. Written notice shall be served
upon the Contractor by certified mail.

07.02 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 IDOC
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.

07.02.01 Acceptance of Proposals Content
The entire contents of the proposal of the successful Proposer will become
contractual obligations if procurement action ensues.
07.02.02 Contract Terms 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.
07.02.03 Certification of Independent Price Determination
7-3

State of Idaho Department of Correction
Inmate Phone Service RFP01695

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:
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 disclosed 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 act as agent for the persons responsible for
such decisions.
07.02.04 Institutional Security and 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.
07.02.05 Idaho Public Utility Commission
Proposers must currently be in good standing with the Idaho Public Utility
Commission
07.02.06 Assignment Of Contract Or Sub-Contracts
The Contractor may not sub-contract any part of this Contract without prior
7-4

State of Idaho Department of Correction
Inmate Phone Service RFP01695

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.
07.02.07 No Obligation to Buy
State of Idaho reserves the right to refrain from contracting with any vendor or to
contract only for any part(s) of the proposed systems and services.

07.02.08 Proprietary Information
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.
07.02.09 Multiple Proposals
Multiple proposals are permitted but the State prefers that each Proposer submit
its single best offering. If the Proposer believes the scope, requirements or terms
and condiitions 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.
07.02.10 Proposal Property of State of Idaho
All materials submitted in response to this request become the property of State.
Selection or rejection of a response does not affect this right.
07.02.11 Cost of Preparing Proposals
The State is not liable for any costs incurred by Proposers in preparing or
presenting proposals and demonstrations in response to this RFP.
07.02.12 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 IDOC.
07.02.13 Hold Harmless

7-5

State of Idaho Department of Correction
Inmate Phone Service RFP01695

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.

07.03 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 Idaho Department of
Correction. 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
State of Idaho Department of Correction.

07.04 Assignment Of Contract Or Sub-Contracts
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. The prime contractor will be responsible for total contract
compliance and performance whether or not subcontractors are used.
The Contractor may assign this Contract with prior written consent of the
Department of Administration and the Director of the Idaho Department of
Correction. 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
07.04.01 Assignment Of Contractor 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
7-6

State of Idaho Department of Correction
Inmate Phone Service RFP01695

institution/center, and to replace any employee at the direction of the
institution/center.
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.
07.04.02 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.
07.04.03 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.

07.05 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.
07.06 Acknowledgement Of Addenda
All contractors shall acknowledge receipt of any addenda to this request.
Addenda shall be signed by the contractor and included with the contractor’s
proposal. Failure to acknowledge receipt of any addenda may render the
proposal to be non-responsive.

7-7

APPENDIX 7-1
PCS SAMPLE CONTRACT

INMATE TELEPHONE SERVICES AGREEMENT
This Inmate Telephone Services Agreement (“Agreement”) is made and entered into as
of the ____ day of ____________, 2005 (the “Effective Date”), by and between Public
Communications Services, Inc. (“PCS”), and _____________________ (“Client”).
RECITALS
A.
PCS is in the business of installing, maintaining, operating and managing inmate
telephone systems and providing related services at correctional facilities; and
B.
Client now desires to engage PCS to render inmate telephone services at Client's
correctional facilities, and PCS is willing to provide such services.
NOW, THEREFORE, in consideration of the mutual covenants contained herein, the
parties agree as follows:
1.

INMATE TELEPHONE EQUIPMENT AND SERVICES

a.
Client hereby grants to PCS the exclusive right during the Term, and any
subsequent Renewal Term, of this Agreement to install, maintain, operate and manage the inmate
telephone systems, including without limitation pay telephones, enclosures, instruments, lines,
associated wiring, and related hardware and software (the "Equipment"), as defined in Exhibit A,
for and within the correctional facilities operated by Client listed on Exhibit B to this Agreement
(individually, a “Facility” and collectively, the “Facilities”), for the purpose of providing inmate
telephone services.
b.
Subject to its tariffs and the terms of this Agreement, PCS agrees to install,
maintain, operate and manage Equipment for and at each Facility (the “Services”). The
Equipment for each Facility is described on a schedule for that Facility (the "Facility Schedule").
The Facility Schedules are attached to this Agreement as Exhibit C.
2.

COSTS, COMMISSIONS AND CALL RATES

a.
Costs. The costs and expenses of providing all Services, including but not limited
to installation charges, materials and labor costs, shall be PCS's sole responsibility and shall not
be charged to Client, except as otherwise expressly provided for in this Agreement.
b. Commissions. PCS shall pay to Client commissions in connection with the telephone
usage at each Facility of XXX percent (XX.00%) on the total gross billable collect,
prepay and debit revenue at each Facility, calculated at the rates set forth on the
respective Facility Schedule for each Facility. PCS shall be responsible for maintaining
books and records sufficient to permit the proper determination of commissions due to
Client. PCS shall send a statement to Client setting forth the current commissions due to
Client, and commissions shall be paid monthly. These payments shall continue until the
end of the contract terms, unless the client cancels this agreement, at which point
commission payments shall end upon receipt of a termination letter by the client. Other

117022.2

1

than the foregoing commissions, Client shall not be entitled to receive any other fees or
remuneration in connection with this Agreement or the Services provided by PCS.
c. PCS will provide client with a One Million Dollar ($1,000,000.00) Minimum Annual
Guarantee (MAG). This MAG ensure that the client will receive a minimum amount of
commission in a 12 month period. Should the clients Average Daily Population drop
below 2,800 inmates for the period defined for the MAG, PCS and the client shall review
the MAG and through mutual good faith negotiations reassess the MAG. ( ONLY IF
APPLICABLE)
d.
Call Rates. The collect, debit and prepaid-collect call rates charged at each
Facility shall be in the amounts set forth on the respective Facility Schedule for each Facility.
3.

TERM AND TERMINATION OF AGREEMENT

a.
Term. This Agreement shall be binding as of the Effective Date. The term of the
Agreement shall commence upon the date that PCS completes installation of the Equipment at all
Facilities, and shall continue for one________ year from that date (the "Term") and have four (4)
options years. PCS shall notify Client in writing of the date upon which it completes installation
of the Equipment at all Facilities, and of the termination date of the initial Term, within thirty
days from the date of completion. After the expiration of the initial Term, the Agreement shall
automatically renew for successive one-year terms (each, a "Renewal Term"), unless either party
provides written notice of termination of the Agreement to the other party not less than ninety
days prior to the end of the initial Term or any subsequent Renewal Term.
b.
Default. In the event of a material default of a party's obligations under this
Agreement, the non-defaulting party shall promptly provide written notice of the material default
to the other party upon discovery of the material default.
i.
The party in default shall then have thirty days after its receipt of the
notice to cure the default unless, prior to the expiration of the thirty-day cure period, the
defaulting party notifies the other party, in writing, that the default is not of a character that
reasonably can be cured within the thirty-day cure period.
ii.
If the default is of a character that reasonably requires more than thirty
days to cure, the party in default shall notify the other party, in writing, that the default is not of a
character that reasonably can be cured within the thirty-day period, state the cure period, and
describe the character of the default that requires a longer cure period.
iii.
If the defaulting party fails to cure the default within the applicable cure
period, then the other party may, within thirty days of expiration of the cure period, terminate
this Agreement as to the Facility for which the party is in default by sending a written notice of
termination of the Agreement as to that Facility. Failure to terminate the Agreement within the
time frame set forth above means that the default shall be deemed cured, and that default cannot
be the basis for termination of the Agreement for the duration of the then-Term or Renewal
Term, as the case may be.

117022.2

2

iv.
The default by a party as to one or more Facilities shall not cause the
defaulting party to be in default as to any other Facility, or this Agreement as a whole. This
Agreement shall remain in full force and effect as to all other Facilities.
c.
Termination. Upon termination of the Agreement for any reason other than
Client's material default, the Equipment located at each Facility shall be disconnected and
removed by PCS at its sole expense. Upon termination of the Agreement because of Client's
material default; Client shall indemnify PCS for the actual cost to PCS for disconnecting and
removing the Equipment located at each Facility. In either event, Client shall provide safe
access to each Facility for PCS’s removal of Equipment from such Facility, and Client agrees to
cooperate, and not to interfere, with PCS's removal of the Equipment.
4.

SERVICE REQUIREMENTS

a.
Maintenance. PCS shall maintain the Equipment in proper working order. Client
shall promptly notify PCS, orally or in writing, of any problem(s) with the Equipment. Service
calls shall be made by PCS to the applicable Facility within standard industry timeframes of the
reported problem.
b.
Installations. PCS shall install the Equipment at locations within each Facility in
consultation with and as agreed to by Client, which consent shall not be unreasonably withheld.
All work performed by PCS and its subcontractors, including but not limited to site preparation
activities (e.g., cabling, electric wiring, conduit and cementing/paving), station installation and
network and station maintenance, provision and installation of telephone enclosures, mounting
posts and other associated equipment, shall be in accordance with PCS’s standard business
practices.
c.
Subcontractors. Client agrees that PCS, in PCS's sole discretion, may use one or
more subcontractors to provide all or any part of the Services. PCS shall provide Client with
each subcontractor’s operating procedures and guidelines. All subcontractors shall be subject to
Client’s customary security procedures.
d.
Management. At no cost to Client, PCS shall provide all management services
for the Equipment, and shall supervise all operations as part of the Services, except that PCS
shall have no responsibility for the management or control of the inmates or Client
representatives who use Equipment.
e.
Relocation and Upgrade. PCS, at its sole option and sole expense, may relocate
or remove installed Equipment upon agreement of the parties, because of recurrent vandalism, or
because of insufficient usage of the Equipment by inmates. Client shall not tamper with,
disconnect or move the Equipment from any location without the express written consent of
PCS. PCS, at its sole option and sole expense, may upgrade or replace the Equipment.
5.

CLIENT’S OBLIGATIONS

a.
Restrictions on Use of Telephones. Client acknowledges that the Equipment is
intended for the use of inmates in making outgoing calls, and for the recording and/or monitoring
of those calls. Client acknowledges and agrees that it will not utilize the inmate telephone
117022.2

3

number(s) to receive incoming calls in the conduct of its business or otherwise.
b.
Condition of Facilities. Client shall provide suitable space for the Equipment at
each Facility that is in compliance with federal and state laws and tariffs. Client, at Client's
expense, shall provide proper lighting, power and power sources, and ventilation (so the
Equipment does not overheat), and shall keep the premises around the Equipment clean and safe.
Client shall keep the inmate telephones readily accessible, and shall permit the inmates to use the
inmate telephones subject to Client’s security procedures.
c.
No Attachments. Client shall not attach or connect any apparatus or appliance to
the Equipment unless such apparatus or appliance is approved by PCS, which approval will not
be unreasonably withheld.
d.
No Other Telephones. Except as expressly provided herein, Client will not allow
other pay telephones or inmate telephones not installed by PCS under this Agreement to either
remain or be installed at the Facilities during the Term or the Renewal Term, including but not
limited to additional inmate telephones needed as a result of Client's expansion, relocation of a
Facility, or opening of a new Facility.
e.
Vandalism. Client agrees to take reasonable steps to prevent the misuse,
destruction, damage, defacement, or vandalism to Equipment, consistent with its operating
policies and procedures. Client shall report to PCS any misuse, destruction, damage,
defacement, or vandalism to the Equipment at each Facility as soon as practicable after Client
learns of, discovers, or has reason to know about any such event.
f.

Damage to Equipment.

i.
Client agrees that PCS shall not be liable by reason of any defacement or
damage to a Facility resulting from the presence of the Equipment at a Facility, or by the
installation or removal therefrom, when such defacement or damage is not the result of the sole
negligence or willful misconduct of PCS or its agents. If Equipment is negligently or willfully
damaged or destroyed by Client, Client’s employees or agents, or Client’s contractors, Client
shall be responsible for, and shall pay to PCS, the costs of restoring service, and of repairing or
replacing Equipment, promptly upon Client's receipt of an itemized bill for such from PCS.
ii.
Client shall not be responsible for the misuse, destruction, damage,
defacement, or vandalism to the Equipment caused by an inmate, except where the inmate's
misuse, destruction, damage, defacement, or vandalism to the Equipment is caused, in whole or
in party, by Client's gross negligence or willful misconduct. If an inmate causes damage to
Equipment, Client shall promptly and diligently pursue disciplinary action and restitution from
the inmate consistent with Client’s policies and procedures. All sums in restitution recovered by
Client shall promptly be remitted in full to PCS.
g.
Interruptions in Service. Client hereby releases PCS from any liability to Client
arising from, out of, or on account of any interruption in the telephone network connecting
service to the Equipment, with the exception of interruptions caused by the sole negligence or
willful misconduct of PCS.

117022.2

4

6.

AUTHORITY TO CONTRACT

a.
Each party represents and warrants to the other party that it has the authority to
enter into this Agreement, thereby creating a contract legally binding upon it, and to authorize
the installation and operation of Equipment at the Facilities. The representative executing this
Agreement on behalf of each party is empowered to do so and thereby binds his, her or its
respective party.
b.
Each party shall defend, release, indemnify and hold the other party, its officers,
directors, assigns, employees, representative, and agents harmless from any and all claims,
damages and actions (including without limitation attorneys’ fees and costs) arising out of this
Agreement and caused by said party’s lack of authority to enter into this Agreement and create
an Agreement binding on each party.
7.

INSURANCE

At all times during the term of this Agreement, PCS and its subcontractors shall provide
and maintain in effect the following types and amounts of Insurance:
a.

Employers’ Liability Insurance: $5,000,000 per occurrence and $1,000,000 per

person.
b.
Commercial General Liability Insurance with Bodily Injury Liability and Property
Damage Liability Combined Single Limit: $5,000,000 per occurrence and $1,000,000 per
person.
c.
Commercial Automobile Liability: Combined Bodily Injury and Property Damage
Single Limit: $5,000,000 combined single limit for each occurrence and $1,000,000 per person.
d.
Workers’ Compensation: PCS shall comply with all Workers’ Compensation
requirements in each state in which PCS provides Services to Client under this Agreement.
e.
The insurance coverage set forth in Sections 7a. through 7c. may, in PCS's sole
discretion, be provided through primary and excess coverage that, when added together, provide
dollar coverage in the total respective coverage amounts set forth above
8.

INDEMNITY

a.
Except as to rate-related matters, regulatory or otherwise, PCS agrees to protect,
defend, indemnify and hold Client, and any of its officers, directors, agents, contractors and
employees harmless from and against any and all loss, costs (including reasonable attorneys’
fees), damages, liabilities, claims, liens, demands or causes of action of every nature, including
damage to property or injury or death to persons arising directly or indirectly out of PCS’s
breach of its obligations under this Agreement.
b.
Client agrees to protect, defend, indemnify and hold PCS, its parent company and
any of their officers, directors, agents, contractors and employees harmless from and against any

117022.2

5

and all loss, costs (including reasonable attorney’s fees), damages liabilities, claims, liens,
demands or causes of action of every nature, including damage to property or injury or death to
persons arising directly or indirectly out of Client’s breach of its obligations under this
Agreement.
9.

COOPERATION

Each party agrees to work in good faith with the other, and to cooperate fully in the
completion of all actions that may be reasonable, convenient, necessary, or desirable to carry out
the provisions of this Agreement, for PCS to provide Services under this Agreement, and for
Client to carry out its obligations under this Agreement. Client hereby grants to PCS the
authority to do all things reasonable, necessary, convenient, or desirable to manage and conduct
the operation of the Equipment, and to provide the Services.
10.

RIGHT OF ACCESS

The Equipment is and shall remain the sole property of PCS. Client agrees that PCS's
agents and employees shall have the right to enter the Facilities at any reasonable hour for the
purpose of installing, inspecting, maintaining, repairing, moving, or removing the Equipment, or
for the purpose of making collections from coin boxes. Client shall provide a safe working
environment for PCS's agents and employees during such visits. Whenever PCS ceases to
provide Equipment or Services at any Facility, Client shall provide safe access to such Facility
for PCS’s removal of Equipment from such Facility, and Client agrees to cooperate, and not to
interfere, with PCS's removal of the Equipment. Client shall not require waivers or releases of
any personal rights from employees or agents of PCS in connection with such visits to the
Facilities.
11.

REGULATORY CHANGES

a.
This Agreement is subject to the applicable provisions of PCS’s tariff(s), to
federal and state laws, rules, and regulations relating to inmate telephone services, and to
regulatory or other governmental orders, rules, regulations or approvals as may apply from time
to time (collectively, the "Laws"). The parties acknowledge and agree that the applicable Laws
may be deleted, amended, or added to from time to time, and that such alterations may create a
conflict between the then-current Laws and the terms or operation of this Agreement. If any
conflict between this Agreement and such Laws exists, or comes into existence, during the Term
or a Renewal Term of this Agreement, then the Laws shall control and this Agreement shall be
deemed modified accordingly.
b.
This Agreement may be renegotiated at PCS's option in the event that any
alteration in the Laws (including but not limited a rate change mandated by a federal, state or
local regulatory authority) adversely affects PCS’s ability to fulfill its obligations under this
Agreement in a manner that, in PCS's sole discretion, meets PCS's business or economic
requirements. In this event, PCS shall provide written notice to Client of the need to renegotiate
the Agreement. Both parties agree to renegotiate the Agreement's terms in good faith, and to
agree upon any provisions necessary in order to meet such altered Laws as well as PCS's
business or economic requirements. If the parties fail to renegotiate the Agreement and

117022.2

6

successfully agree upon provisions reasonably acceptable to PCS within sixty days from the date
that Client first received PCS's renegotiation notice, PCS may at any time thereafter terminate
the Agreement upon thirty days written notice to Client.
12.

INMATE TELEPHONE EQUIPMENT LEASING

Client acknowledges and agrees that PCS may enter into one or more lease transactions
for some or all of the Equipment within a particular Facility. In each such case, a third party will
purchase the Equipment as lessor and PCS will lease the Equipment as lessee. In the event the
Equipment is leased, Client agrees to provide such documentation as may reasonably be required
by the lessor and PCS. Such documentation may include, but shall not be limited to, an
acknowledgment and waiver and/or lessor waiver, all in the form reasonably acceptable to the
lessor. Client acknowledges and agrees that an Equipment lessor may require that UCC
Financing Statements be filed regarding the Equipment owned and leased by such lessor.
13.

NOTICES

Notices required by this Agreement may be personally delivered to PCS or Client, or may
be delivered by, together, facsimile and first class mail postage prepaid, addressed to the
appropriate party at the address set forth below. If delivered by facsimile and first class mail,
delivery will be deemed made on the date of sending of the facsimile transmission.
PCS:

Public Communications Services, Inc.
11859 Wilshire Boulevard, Suite 600
Los Angeles, California 90025
Attn: Tommie E. Joe, Chief Operating Officer
Phone: (310) 954-3037
Fax No.: (310) 954-2118
Email: tommie.joe@teampcs.com

Client:

____________________________________
____________________________________
Attn: _______________________________
Phone:
Email:

14.

MISCELLANEOUS

a.
Successors, Subsidiaries and Assigns. This Agreement shall bind and inure to the
benefit of the principals, agents, representatives, subsidiaries, successors, heirs and assigns of the
parties hereto.
b.
Governing Law and Venue. This Agreement is made and entered into in this
State of California, and shall in all respects be interpreted, enforced and governed by and under
the laws of the State of California. The exclusive venue for any proceedings or actions, except
for proceedings or actions to obtain injunctive relief, arising directly or indirectly from this

117022.2

7

Agreement shall be in the County of Los Angeles, State of California.
c.
Severability. Each provision of this Agreement shall be valid and enforceable to
the fullest extent permitted by law. If any provision of this Agreement or application of such
provision to any person or circumstance shall, to any extent, be or become invalid or
unenforceable, the remainder of this Agreement, or the application of any such provision to
persons or circumstances other than those as to which it is held invalid or unenforceable, shall
not be affected by such invalidity or unenforceability, unless such provision or such application
of such provision is essential to this Agreement.
d.
Entire Agreement. The parties acknowledge that no other person or any agent or
attorney of any other individual or entity has made any promise, representation or warranty
whatsoever, express, implied or statutory, not contained herein, concerning the subject matter
hereof, to induce the execution of this Agreement, and each signatory hereby acknowledges that
it has not executed this Agreement in reliance upon any such promise, representation or
warranty. This Agreement represents the entire agreement between the parties and supersedes all
prior negotiations, representations or agreements between the parties, either written or oral on the
subject hereof.
e.
Modification In Writing. This Agreement may be amended or modified only by a
written instrument designated as an amendment to this Agreement, and executed by the parties
hereto.
f.
Assignment. PCS may assign its rights under this Agreement, but only with the
written consent of Client to the assignment, which written consent shall not be unreasonably
withheld. No assignment shall relieve PCS of its obligations to Client nor diminish Client’s
rights under this Agreement, unless so stated in a written agreement executed by Client.
g.
Force Majeure. If the performance of this Agreement or any obligation hereunder
is interfered with by reason of any circumstances beyond the reasonable control of the party
affected, including without limitation fire, explosion, power failure or acts of God; war, civil
commotion or acts of public enemies, any law, order, regulation, ordinance or requirement of any
government or legal body or any representative of any such government or legal body, labor
unrest, including without limitation, strikes, slow downs, picketing or boycotts, then the party
affected shall be excused from such performance to the extent that such interference prevents,
delays or hampers performance and the other party shall likewise be excused from performance
of its obligations provided that the parties so affected shall use reasonable efforts to remove such
causes of non-performance.
h.
Limit on Liability. Except as expressly provided for in this Agreement, the
liability of any party in connection with this Agreement shall be limited to the economic losses
of the injured party caused by the other party's injurious action or inaction. In no event may
punitive or exemplary damages be sought or awarded by either party as to any claim or cause of
action.
i.

Interpretation.
i.

117022.2

Neither of the parties hereto shall be deemed the drafter of this Agreement
8

for purposes of construing its provisions. The language in all parts of this Agreement shall be
construed according to its fair meaning, and not strictly for or against any of the parties hereto.
ii.
The headings preceding each of the sections, paragraphs, or subparagraphs in this Agreement are for convenience only and shall not be considered in the
construction or interpretation of this Agreement.
iii.
Whenever the context so requires in this Agreement, all words used in the
singular shall be construed to have been used in the plural (and vice versa), each gender shall be
construed to include other genders, and the word "person" shall be construed to include a natural
person, a governmental entity, a corporation, a firm, a limited liability company, a partnership, a
join venture, a trust, and estate, or any other entity.
j.

Execution of Agreement.

i.
For purposes of execution of this Agreement, the parties agree that
facsimile signatures shall have the same force and effect as original signatures.
ii.
This Agreement may be executed in counterparts, and when each party has
signed and delivered at least one such counterpart, each counterpart shall be deemed an original,
and, when taken together with the other executed counterparts, shall constitute one Agreement,
which shall be binding upon and effective as to all parties.
DATED: ____________________

DATED: _________________

CLIENT:

PCS:

____________________________

PUBLIC COMMUNICATIONS
SERVICES, INC.

By:

By:
Its:

117022.2

Its:

9

EXHIBIT A
Equipment

117022.2

A-1

EXHIBIT B
Facilities

117022.2

B-1

EXHIBIT C
Facility Schedules

117022.2

FS

Facility Schedule for __________________________
The Equipment provided by PCS will be as follows:
Inmate Phones:

Workstation:

CPE:

Call Rates – Collect*

Local
IntraState
InterState

JAIL COLLECT CALL RATES
Connect
Rate/Minute
$
$
/minute
$
$
/minute
$
$
/minute

Call Rates – Debit*

Local
IntraState
InterState

JAIL DEBIT CALL RATES
Connect
Rate/Minute
$
$
/minute
$
$
/minute
$
$
/minute

Call Rates – Prepaid Collect*

Local
IntraState
InterState

JAIL PREPAID COLLECT CALL RATES
Connect
Rate/Minute
$
$
/minute
$
$
/minute
$
$
/minute

*Rates do not include State, Federal and Local Taxes or Regulatory Fees

117022.2

FS-1

ole· 2110V2
Full Size Full Feature Inmate Phone
The OTC-2110V2 is a full size full feature Inmate / Coinless Phone designed for use in
locations where strength and reliability is needed.
This wall-mounted unit is also made of durable 14-gauge stainless steel, and is protected with
tamper resistant security screws. It has a buit-in volume control button
and a re-enforced window for customized instruction card.
The OTC-2110V2 is easy to install and simple to maintain.

Calling card service compatible.
Works with most auto-dialers and call controllers.
Tamper resistant locking system.
Re-enforced window for customized instruction cards.
Built in volume control button.

and more...
Can be used as a standalone single line phone or on a PABX as an extension phone.
Heavy-duty armored handset is hearing aid compatible (HAC) and has an anti-static receiver

l:~ House phone
l:~ Employee phone

':~ Speed dial phone

l:~ Courtesy phone
l:~ Security phone
l:~ Inmate phone

Navltellnc.
• tlng Your Wa:y to the

futun~

138 Mountain Brook Drive
Canton, Georgia 30115
www.naviteline.eom
Tel: 800-753-1707
Fax: 770-345-8142

l:~ Emergency phone
l:~ Hot line phone
l:~ Free call phone

Specifications
Housing
•
•
•
•
•
•
•

Heavy-duty 14 gauge stainless steel
2 year limited manufacturers warranty
Armored modular hook-switch lever.
Metal keypad assembly is moisture, fire, and shock resistant.
Works with most call restrictors and auto-dialers.
Tamper resistant mounting system.
Built in volume control switch.

Handset
•

•
•

Heavy-duty armored 18 inch, 32 inch, or any customized length cord with dynamic or
carbon transmitter available.
All handsets are hearing aid compatible (HAC) and have an anti-static receiver.
Armored cord is made to Bell Core standards and will withstand a minimum 800 lbs
pulling test.

Power
•
•

Telephone line powered. 42 VDC to 56 VDC
Loop current range: 20 mA to 90 mA

Telco line type
•
•

Pal, B-1, loop start, standard dial tone 600/120 Hz
Line interface: Terminal strip connections inside of the phone.

.

Options
•
•
•
•
•

Magnetic or micro-switch hook lever assembly is optional
Optional colors and finishes available as a special order item to accommodate the
décor of your location.
Customized handset lengths available to meet your special needs.
Handsets available with dynamic or electret transmitter.
Restrictional dialing is optional.

Measures: 21.2”H x 7.5”W x 2.5”D (4.5” deep with cradle)
Weight: 12Lbs (5.45Kg)

Part Number
A 90-2100VF-MN

Description

Model

Full Size Full Feature Inmate Phone w/ Magnetic Hook Switch OTC-2110V2

138 Mountain Brook Drive
Canton, Georgia 30115
www.otctelecom.net
Tel: 800-753-1707 Fax: 770-345-8142

ICOR-24 Phone Cut-Off Switches
It is vital for system cut-off switches to be designed to ensure maximum phone
quality. The industry standard in correctional facilities has been to simply run all
phone wires to a location and connect them all to off-the-shelf switches. This can
result in degraded phone quality.
PCS made a determination that inmate systems needed a more sophisticated
solution and that the market did not have the quality of cut-off switches that
ensured this quality of service. Due to this need, PCS has designed a switching
unit that meets and exceeds the needs of the correctional environment. The ICOR24 is a switching unit that allows PCS employees and/or correctional personnel to
shut down a number of phones with a single switch. This increases variation
options for cutting off phones, reduces required wiring and space required for
installations. The unit can be configured in a variety of ways. It can accommodate
multiple switches, so that only certain phones are disabled at a time. Please refer
to the following photo:

As the name implies, the ICOR-24
can disable up to 24 phones at a
time. When you wish to control
more than 24 phones, the multiple
units can be ganged together.
Each new unit that is ganged gives
you the ability to control another
24 phones. Please refer to the
photo on the right
By using the ICOR-24, PCS can
group phones in a variety of ways
so that facility personnel can
easily shut off selected phones.
These configurations are not
limited to phone locations. We
simply configure the ICOR-24 as
required and then run a single pair
of wires to wherever the cutoff
switch needs to be located.
For example, there may be pay
phones located in several areas of
a facility. Even though these
phones may connect to different
trunk lines, they could be
connected through the ICOR-24 so
that all of them could be shut off at
once.
No other ITS provider has made
this quality commitment in
switching units. The ICOR-24 is a
unique, patent pending device only
available through PCS.

State of Idaho
Inmate Phones, Escalation Procedure

LA
FO MPHONES
THE FOLLOWING INFORMATION APPLIES TO INMATE
R O INATONLY
FF ED,
ICE
Priority Level 1:
U
SE
RS
(Repair will be made within 2 business days)
• One of multiple inmate phones in a housing area not
operational

Priority Level 2:
(Repair will be made within 1 business day)
• One intake phone not operational
• Multiple inmate phones in a housing area not Operational

Priority Level 3:
(4 hour physical response and / or remote reset and repair)

• One or more entire housing areas not operational
• Multiple intake phones not operational
• All inmate phones not operational

IMMEDIATELY CALL PCS WITH DESCRIPTION OF
PROBLEM AND PRIORITY LEVEL:

(800) 646-6283
( 800-6-INMATE )
DO NOT DISTRIBUTE THE ABOVE NUMBER TO
INMATES OR INMATE FAMILIES AND FRIENDS
INMATE FAMILIES WITH BLOCKED NUMBERS OR BILLING
PROBLEMS SHOULD CALL: Monday through Friday, 8:00AM TO 5:00PM Pacific Time

(888) 288-9879

(FACILITY)
State
of Idaho
Facility
Administration
Contact
SheetSheet
Facility
Administration,
Back-Up
Contact
(To be used only if (800) 6-INMATE number should fail)
** Please Keep This Sheet Private **
These numbers are to be used by facility administration personnel only.
If the 800 number fails during normal business hours, please call Public
Communications Services to report any problems with the Inmate Phone
System.

SO
FT
CO PLA
PCS INMATE SERVICES:
V
818-898-3524 OFF ER, F STIC
CH ICE OR
PCS OFFICE PHONE NUMBER:
AR RS
(310) 231-1000
GE IN
US
E
ERIC PETTERSEN, EXT. 3046
HELEN DOUGLAS, EXT. 3008

If the 800 number fails after normal business hours, then call the following
individuals to report the problem with the Inmate Phone System. Please allow
fifteen minutes for individuals to respond before attempting to contact the next
person on the list. Place calls in order listed below:

STAFF

CELL PHONE

ERIC PETTERSEN

(310) 487-5297

HELEN DOUGLAS

(818) 523-5245

INMATE FAMILIES WITH BLOCKED NUMBERS OR BILLING
PROBLEMS SHOULD CALL: Monday through Friday, 8:00AM TO 5:00PM Pacific Time

(888) 288-9879

NOTICE TO INMATES
LA
MI
***
PL NA

TE
NM
D I D,
N
AT
EV
IE W
PLEASE INFORM FRIENDS OR FAMILIES
AC
AVISO PARA LOS DETENIDOS
E
I

WITH BLOCKED NUMBERS OR BILLING
PROBLEMS TO CALL:

***
POR FAVOR INFORMEN A LOS AMIGOS Y
FAMILIARES CON PROBLEMAS CON SU
CUENTA QUE LLAMEN A:

(888) 288-9879
Monday through Friday 8:00am to 5:00pm Pacific Time

UNBLOCKING
***
PARA QUITAR UN BLOQUEO

QUESTIONS ANSWERED
***
PARA PREGUNTAS Y RESPUESTAS

State of Idaho T
A
INMATE PHONESF BL
OR ET
IN-HOUSE TROUBLE REPORT
FO
O

FF
RM
I
Facility Name:
US CER
E
S
Date Reported to PCS:___________ Time Reported to PCS:
Person Filing Report:
Person Reported to at PCS:
Location of Phone(s) Experiencing Trouble:
Description of Trouble:

PRIORITY LEVELS:

CHECK ONE:

Priority Level 1:
(Repair will be made within 2 business days)
• One of multiple inmate phones in a housing area not operational

Priority Level 2:
(Repair will be made within 1 business day)
• One intake phone not operational
• Multiple inmate phones in a housing area not Operational

Priority Level 3:
(4 hour physical response and/or remote reset and repair)

• One or more entire housing areas not operational
• Multiple intake phones not operational
• All inmate phones not operational

RESOLUTION:
Remote Fix (no signature needed)– PCS Rep Name:_______________________
Technician Needed on Site – Description of correction to trouble:_____________
__________________________________________________________________
__________________________________________________________________
Date of Correction:_______________

Time of Correction:______________

Technician Signature:_________________________________________________

Sample Reports

VAC Systems offer an extensive array of flexible reporting options to meet the needs of correctional
facilities. These include: Maintenance Reports, Investigative Reports, and Financial Reports as described
below:

1.1

Financial Reports

Financial Reports are most often used for systems that feature debit calling. Using the VAC
administrative workstation VAC personnel, system administrators, and authorized facility staff are
provided with the capability to generate, view and print the following Financial Reports:

1.1.1

•

Call Refund Report

•

Daily Call Charges

•

Financial Transactions

•

Inmate Deposit

•

Inmate Reconciliation

Call Refund Report
The Call Refund Report automatically generates when a user, with the appropriate
authorization level, performs a Call Refund transaction. Call Refund generates and prints a
summary transaction report. The Call Refund Report includes the following information:
• Inmate ID Number
• Inmate name
• Date & Time of Transaction
• Reference Number
• Dialed Digits
• Amount of Transaction
• Total Number of Call Refund Transactions
• Total Net Amount of Call Refund Transactions

1

Sample Reports

2

Sample Reports

1.1.2

Daily Call Charges
The Daily Call Charges report displays the total number of calls, duration, and charges for
both Collect and Debit calls. The user determines the range of dates covered in the report.
Grand totals are available at the bottom of the report. The Daily Call Charges report displays
the following information for Debit and Collect calls:
• Call Date
• Call Type
• Minutes
• Calls
• Charges
• Total Calls
• Total Minutes

3

Sample Reports

1.1.3

Financial Transactions
The Financial Transactions report provides a record for all inmates with a financial
transaction during a specified period. The Financial Transactions report displays the following
information:
• Inmate ID
• Inmate Name
• Date/Time of transaction
• Transaction Type
• Amount of transaction
• Reference Number
• Total Number of Financial Transactions for the Inmate

4

Sample Reports

1.1.4

Inmate Deposit
The Inmate Deposit report provides a record of all inmates with deposits during a specified
period. The Inmate Deposit report displays the following information:
• Inmate Number
• Inmate Name
• DEP Date (deposit date)
• Deposit (deposit amount)
• Total Inmate Deposits For
• Total Amount (total amount of deposit)

5

Sample Reports

1.1.5

Inmate Reconciliation
The Inmate Reconciliation report displays all financial activity associated with a particular
inmate account for a specified time period. The Inmate Reconciliation report displays the
following information:
• Inmate Number
• Inmate Name
• Inmate Debit Called Number
• Date/Time (of debit call)
• Duration
• Cost (deposits)
• Inmate Deposits
• Cost (withdrawals)
• Previous Balance
• Total deposits
• Previous Balance + Deposit
• Total Call Charges
• Ending Balance

6

Sample Reports

1.2

Maintenance Reports
The following Maintenance Reports are available via the System workstation, or remote
communications for authorized users:
• City by NPA-Nxx Search
• Local Exchanges
• Non Area Code/Exchange Attempts
• Percentage Grade of Blocking
• State by NPA Search

1.2.1

City by NPA-Nxx Search
The City by NPA-Nxx Search report provides the city and state for a particular NPA-Nxx. The
City by NPA-Nxx Search report includes the following information:
• NPA
• Nxx
• City
• State

7

Sample Reports

1.2.2

Local Exchanges
The Local Exchanges report provides a list of all area codes and exchanges, which are
designated within the local calling area for the designated facility.
The Local Exchanges report contains the following:
• Facility Code
• Area Code
• Exchange associated with the area code
• Total Number of Local Exchanges

8

Sample Reports

1.2.3

Non Area Code/Exchange Attempts
The Non Area Code/Exchange Attempts report lists call attempts to invalid area codes. The
Non Area Code/Exchange Attempts report displays the following information:
• Facility Name
• Facility Code
• Inmate Number
• Inmate Name
• Date/Time of call attempt
• Dialed Digits
• Station
• Number of Calls Attempted with Invalid Area Code/Office

9

Sample Reports

1.2.4

Percentage Grade of Blocking
The Percentage Grade of Blocking report provides phone information on a line-by-line basis
for the percentage of calls blocked during specific hourly periods. The Percentage Grade of
Blocking report displays the following information:
• Facility Name
• Facility Code
• Number of calls attempted
• Number of blocked by traffic
• Blocked Percentage
• Trunk Types

1.2.5

State by NPA Search
The State by NPA Search report allows the facility to locate the state for a particular NPA.
The State by NPA Search report displays the following information:
•

NPA

•

State

10

Sample Reports

1.3

Investigative Reports
The Investigative following Reports are available to view or print:
• Account Telephone Number
List

• New Inmates Report

• Alert Notification

• Quantity of Calls Placed

• Approved Telephone Numbers
Search

• Quantity of Minutes Called

• Call Detail Report

• Released Inmates

• Calls From PIN Not at Facility
• Chronological List of Calls
• Currently Suspended
Telephone Accounts

• System Wide Blocked Telephone
Numbers
• Telephone Numbers Called by More Than
One Inmate

• Inmate Directory

• Telephone Numbers Listed In More Than
One Account
• Telephone Number Usage

• Inmate History Report

• Toll Free Numbers Called by Inmates

• Inmates Transfers

• Toll Free Phone Numbers on Inmate’s
List
• 3 Way Call Detect Report

• Extra Dialed Digits

• Invalid PIN Attempts
• Locally Blocked Telephone
Numbers

11

Sample Reports

1.3.1

Account Telephone Number List
The Account Telephone Number List report displays all the phone numbers on the Allowed
List for one or more inmates. The Account Telephone Number List report displays the
following information:
• Inmate Number
• Inmate Name
• Number Dialed
• Collect
• Debit
• Allow
• Called Party Language
• Activation Date
• Total Telephone Numbers for Inmate
• Total Telephone Numbers
• Total Active Numbers
•

Total Inactive Numbers

12

Sample Reports

1.3.2

Alert Notification
The Alert Notification report displays all accounts or telephone numbers placed on Alert status
by facility staff. This is regardless of whether the alert was for all calls by a particular inmate,
or calls to a particular number. Ability to see all alerts is determined by the security level of
the User ID requesting the report. The Alert Notification report displays the following
information in chronological order:
• Inmate Number
• Inmate Name
• Dialed Digits
• Alert
• Date/Time of call
• Station ID
• Cost of call
• Total Number of Alerted calls

13

Sample Reports

1.3.3

Approved Telephone Numbers Search
The Approved Telephone Numbers Search report allows for the retrieval of specific or generic
telephone numbers inmates are allowed to call. This report is sorted by Inmate number and
telephone number. The Approved Telephone Number Search report displays the following
information:
•
•
•
•
•

Telephone Number
Inmate DOC Number
Inmate name
Facility
Number of Inmates with This Number

14

Sample Reports

1.3.4

Call Detail Report
The Call Detail Report displays a log of calls from specific inmates in the order that they were
placed over a specified time. The Call Detail report displays the following information:
• Inmate Name
• Inmate Number
• Trunk
• Called Number
• Date/Time of transaction
• Duration
• Completion Code
• Cost of call
• Total transactions
• Total cost

15

Sample Reports

1.3.5

Chronological List of Calls
The Chronological List of Calls report displays a log of calls from a facility in the order that
they were placed. This report displays all attempted calls. The Chronological List of Calls
report displays the following information in chronological order:
• Inmate Number
• Date/Time of call
• Duration of call in seconds
• Dialed Digits
• Call Type (Local, Long Distance, International)
• Line Number
• Station ID
• Cost of call
• Total Facility Calls
• Total Facility Minutes
• Total Facility Cost

16

Sample Reports

1.3.6

Currently Suspended Telephone Accounts
The Currently Suspended Telephone Accounts report lists all inmate telephone accounts whose
calling privileges have been suspended. Records are sorted by Inmate Number, and then by
date of suspension. The Currently Suspended Telephone Accounts report displays the
following information:
• Inmate Number
• Inmate name
• Date/Time suspension began
• Date/Time suspension ends
• Number of days of total suspension
• Days to be Suspended
• Days already Suspended
• Suspended Days Left
• Total Number of Suspended Accounts

17

Sample Reports

1.3.7

Extra Dialed Digits
The Extra Dialed Digits report lists all calls that extra dialed digits were detected within a
specified period. The Extra Dialed Digits report displays the following information in
chronological order:
• Date/Time
•
•
•
•
•
•

1.3.8

Inmate Number
Inmate Name
Dialed Number
Station ID
Facility
Total Number of Calls With Extra Digits Dialed

Inmate Directory
The Inmate Directory report displays a log of all inmates requested by facility or statewide
within a specified time. The Inmate Directory report displays the following information:

18

Sample Reports

• Inmate Numbers
• Inmate Name
• Total Number of Inmates

19

Sample Reports

1.3.9

Inmate History Report
The Inmate History Report displays all transactions placed by inmates over a specified time.
The report includes Debit calls, Collect calls, deposits, refunds, transfers, and/or changes to
inmate telephone list. The Inmate History report displays the following information:
• Inmate Number
• Inmate Name
• Date/Time of transaction
• Transaction Description
• Total Inmate Transactions

1.3.10

Inmate Transfers
The Inmate Transfers report displays accounts received or transferred from each facility over a
specified period. The Inmate Transfers report displays the following information:

20

Sample Reports

• Inmate Number
• Inmate Name
• PIN
• Facility code transferred From
• Facility code transferred To
• Suspend (Yes or No)
• Notes

1.3.11

Locally Blocked Telephone Numbers
The Locally Blocked Telephone Numbers report generates a list of phone numbers locally
blocked in the system for the local facility. When an inmate attempts a call to a number on
this list, the call is blocked and issued a Completion Code. The Locally Blocked Telephone
Numbers report displays the following information:
• Telephone number

21

Sample Reports

• Inmate Number (if blocked for individual inmate)
• Inmate name (if blocked for individual inmate)
• Facility code of inmate (if blocked for individual inmate)
• Not Allow Reason for block (comment or description)
• Total number of inmates with the telephone number on their lists

22

Sample Reports

1.3.12

New Inmates Report
The New Inmates Report displays new inmates that were added into the system. Inmates are
grouped by facility. The New Inmates report displays the following information:
• Date Added
• Inmate Name
• Inmate Number
• Notes
• Inmate Count by Facility
• Total New Inmates for Report

23

Sample Reports

1.3.13

Quantity of Calls Placed
The Quantity of Calls Placed report lists calls placed by the inmate that exceeded the userdefined parameters. The facility may optionally select only Debit calls, Collect calls, or both
(completed calls ONLY). The Quantity of Calls Placed report displays the following
information sorted by the number of calls made in descending order:
• Inmate Number
• Inmate Name
• Facility
• Number of Calls
• Total Number of Inmates that Made at Least ‘X’ Calls ‘X’

24

Sample Reports

1.3.14

Quantity of Minutes Called
The Quantity of Minutes Called report lists calls placed by the inmate that has exceeded the
user-defined total amount of minutes for a specified range of time. Debit calls, Collect calls,
or both may be selected for the report. The Quantity of Minutes Called report displays the
following information sorted by the total number of minutes called in descending order:
• Inmate Number
• Inmate Name
• Number of Minutes
• Total Number of Inmates that Called for at Least ‘X’ Minutes ‘X’

1.3.15

Released Inmates
The Released Inmates report displays inmates released from incarceration and removed from
system using Manual Transaction. The Released Inmates report displays the following
information:

25

Sample Reports

• Date of Release
• Inmate Number
• Inmate Name
• Balance
• Total Inmates Released For: ‘X’

26

Sample Reports

1.3.16

System Wide Blocked Telephone
The System Wide Blocked Telephone report produces a list of phone numbers globally blocked
throughout system. When an inmate attempts to place a call to a number on this list, the call is
blocked and issued the Completion Code #1. The System Wide Blocked Telephone report
displays the following information:
• Telephone Number
• Block Description
• User ID
• Site Code
• Block Type

27

Sample Reports

1.3.17

Telephone Numbers Called by More Than One Inmate
The Telephone Numbers Called by More Than One Inmate report displays telephone numbers
called by user-defined inmates within a user-defined range of dates and times. The records are
grouped by telephone number. The Telephone Numbers Called by More Than One Inmate
report displays the following information:
• Inmate DOC
• Inmate Name
• Date of call
• Originating Station
• Facility name
• Total Calls
• Total Inmates

28

Sample Reports

1.3.18

Telephone Numbers Listed in More Than One Account
The Telephone Numbers Listed in More Than One Account report lists all telephone numbers
listed on more that one inmate’s list of Allowed numbers. The records are sorted by telephone
number, then by Inmate Number. The Telephone Numbers Listed in More Than One Account
report displays the following information:
• Telephone Number
• Inmate Number
• Inmate Name
• Date Activated (date phone number was placed on the list)
• Facility
• Telephone Number ‘X’ Appeared ‘X’ Inmate’s Lists

29

Sample Reports

1.3.19

Telephone Number Usage
The Telephone Number Usage report lists calls made to user-specified telephone number(s).
The wildcard (%) can be used to search for and select number patterns. Additional search
filters include: Completed calls, Uncompleted calls, Debit calls, Collect calls, and Duration of
calls. The Telephone Number Usage report displays the following information sorted by
phone number and then chronologically:
• Telephone Number
• Inmate Number
• Inmate Name
• Date/Time of call
• Duration
• Cost of call
• Facility
• Total calls
• Total calls for the report

30

Sample Reports

1.3.20

Toll Free Numbers Called by Inmate
The Toll Free Numbers Called by Inmate report lists toll free numbers (800, 866, 877, 888
etc.) called by inmates. The Toll Free Numbers Called by Inmate report displays the
following information:
• Date/Time of call
• Inmate number)
• Inmate Name
• Toll free Number
• Station ID
• Total Number of Calls to Toll Free Telephone ‘X’

31

Sample Reports

1.3.21

Toll Free Phone Numbers on Inmate’s List
The Toll Free Phone Numbers on Inmate’s List report lists inmates with toll free numbers
(800, 866, 877, 888, etc.) on their Allowed List. The Toll Free Phone Numbers on Inmate’s
List report displays the following information:
• Inmate Number
• Inmate Name
• Toll Free Number
• Total Number of Calls to Toll Free Telephone ‘X’

1.3.22

3 Way Call Detect Report
The 3 Way Call Detect report displays the number of times a 3 way call was detected on an
inmate’s Allowed call list. The 3 Way Call Detect report displays the following information:

32

Sample Reports

• Inmate Number
• Date/Time (of the call)
• Duration (of the call)
• Dialed Digits
• Call Type (Local, Long Distance, International)
• Station ID
• Total Number of 3 Way Calls Detected

33

Exhibit G

Cell Phone Detector

Fortunately for the general public, the
size of cell phones continuously
decreases. Due to this fact the amount
of cell phone usage in correctional
facilities by inmates continues to
increase. The amount of usage is
estimated to be between 10-50% of the usage on inmate telephones in the same facility.
The usage varies widely based on security levels, access to the public and many other
factors. The main concern of cell phone usage in correctional facilities is that there is no
security barrier between the inmates using a cell phone and the outside population.
Since mobile phone jamming is not permitted in the
United States, PCS has come to rely on mobile phone
detectors.
The Cellular Activity Analyzer (CAA) detects cell phone use.
This is a discreet portable device, which is in fact a fully
functioning modified Toshiba E740 PDA.
It is particularly useful in prisons to enable officers to home in on
the individual prison cell from where the illicit phone call is being
made. Since 2003, it is being used in an increasing number of
UK prisons.
PCS will work with the Department of Correction to ensure that the correct training and
accessories are used for the full benefit of the security of its facilities.