Prison Phone Justice

GTL Response: GTL ·will comply. Upon contract award GTL will identify those employees
and subcontractors (if any) that will be associated with the contract. For those that will require
admission to secure areas of the DOC institutions, GTL will provide ample information to
perform background searches to ensure security procedures are followed.

4.3.4

Security clearance by the DOC will be mandatory before any employee of the
Bidder will be allowed to enter· the DOC institution. Admittance to the DOC
institution will be denied to any Bidder employee who, in the opinion of the DOC
Official, compromises the security of the DOC institution.

GTL Response: GTL agrees.

4.3.5

A current list of the Bidder's employees with security clearance will be maintained
at the DOC Institution. The Bidder shall notifY the DOC whenever an employee on
this list is no longer employed by the Bidder, and the employee's name shall be
.
removed from this list.

GTL Response: GTL will comply. GTL will notify the DOC of any employee to be removed
the security clearance list.

fo~m

4.3.6

All decisions of the DOC relating to a security consideration of any kind are final
and are not subject to arbitration.
. .'

~

.

GTL Response: GTL understands,

4.3.7

Should any employee of the Bidder be terminated from hislher position for any
reason which may affect the security of the DOC institution (i.e. stealing drugs,
improperly distributing drugs to inmates or staff, improper fraternization with
inmates, etc.) the DOC· must be notified in writing immediately. If necessary, the
Bidder must cooperate with the DOC in investigating the potential effect on DOC
. security.

. GTL Response: GTL will comply.

4.3.8

The actual security of supplies, tools, systems and equipment in the noC's
designated telecommunications areas are the responsibility of the Bidder, and the
Bidder shall adhere to all DOC appropriate written tool security policies and

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005 .

50

."

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.

procedures.
GTL Response: GTL will comply.
4.3.9

The Bidder m~st ensure that all installation personnel assigned to the res installed
at the DOC appear at the DOC site fully equipped to perform the installation
duties required. "Fully Equipped" is described as possessing all tools, cable,
connectors, ladders, test equipment, termination equipment, etc. needed to
complete the required installation or repair without requiring the DOC to supply
such items.

GTL Response: GTL will comply. GTL's installation personnel with be fully.equipped to
perform the installation duties without requiring the DOC to supply such items.
4.3.10 The Bidder must ensure that all installation and repair personnel assigned to the
rcs at the DOC appear at the DOC site dressed ina professional manner and
possessing some type of company photo identification.
GTL Response: GTL will comply.
4.3.11 The Bidder must agree, in its response, that it's personnel will comply with the
DOC policy that no jeans of any color may be worn by an personnel within a
DOC facility.
GTL Response: GTL will comply. GTL'slpersonne(will comply with the DOC policy of no
.
jeans to be worn within a DOC facility.
4.3.12 All Bidder personnel must comply with all security requirements of the DOC
facility (including any necessary background checks, tool inventory, etc.) at which
they are performing system installation or repair services under this contract.
GTL Response: GTL agrees.

';

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4.3.13 All DOC facilities are considered "tobacco free". The Bidder must agree to inform
its installation and repair personnel of such non-tobacco regulations and enforce
such at the DOC's premises.
GTL Response: GTL agrees. GTL will inform its installation and repair personnel that the
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No.1 000-Phone2006
September 15,2005

51
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DOC facilities are considered "tobacco free."

4.4

QUALIFIED PERSONNEL & CERTIFICATION REQUIREMENT

4.4.1

The Bidder must be an authorized distributor of the ICS proposed for the DOC.
The Bidder must be certified to provide installation and maintenance services on all
aspects of the ICS including hardware and software.
The Bidder must provide confirmation of this manufacturer authorization by
providing, as an attachment to its response,' a letter from the system's
manufacturer stating such.

GTL Response: GTL will comply. GTL is the designer, manUfacturer, and sole distributor of
the LazerPhone Inmate Telephone System that we propose to the Massachusetts Department
of Corrections. Our installation and maintenance personnel are factory trained and fully
certified by GTL.

404.2

The Bidder must agree to provide only personnel that have been trained by the
manufacturer on the installation and use of the Secure Inmate Calljng System
proposed for the DOC. The Bidder shall provide to the DOC upon request written
verification from the manufacturer of such training completed by the Bidder's
personnel.

GTL Response: GTL Will comply. GTLis the designer, manufacturer, and sole distributor of
the LazerPhone Inmate Telephone System ~hC!~w~ propose to. the Massachusetts Department
of Corrections. All installation and maintenance 'personnel are factory trained and fully certified
by GTL.

4.4.3

The Bidder must provide, in its proposal, qualifications statements for all personnel
assigned to service the ICS proposed for the DOC. These qualifications statements
may include descriptions of formal technical training, certificates received, formal
education or degrees consistent with the inmate calling system or engineering field,
membership in technical asso'ciatiqns, ~fi~ld experienc~, etc.
,

.,

.'_"'~

1',.-,.". ,'-, -....,

,

GTL Response: GTL will comply.
Key Project Personnel List
For MA DOC Project

GTL's internal account team for the DOC'~ Project will consist of the following people.
,

GTL's Response to the
Commonwealth ofMassachuse1ts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. lOOO-Phone2006
Sept~er15,2005

'

52
.

;".l.

tl

.l.-l

Tom Sweeney
Executive VP of Sales
& Marketing

Tim Miller
Area Sales Director

Jim Beamer
Sales Account
Manager

Bill Reynolds
Project Manager

Danny Cravey
Installation Manager

Tom Sweeney is responsible for providing executive leadership and
sponsorship for the Commonwealth of Massachusetts and this
project. Tom has over 25 years of experience specifically in the
inmate market, including 10 years of experience with
communications providers and 7 years as Executive Vice President
of Operations with an exclusive Inmate Telephone. System (ITS)
provider. Tom has managed the implementation and transition of
over 500 inmate facilities nationwide, including systems for the
Department of Corrections in West Virginia, Mississippi, and
Nebraska.
Over 23 years of experience with AT&T and the sales, management,
and support of Operator Services, public payphone services, and
solutions for the corrections market. Tim has over 22 years
experience working directly with public payphone and· inmate
solutions;· -.- .
Jim Beamer has been Global Tel*Link's Northeast regional Sales
Manager since October 2004. Prior to becoming the Regional Sales
Manager Mr. Beamer was a private contractor providing technical
support to Global Tel*Link for almost 2 years. He has been working
in the computer and telecommunications industry for over 15 years.
Jim brings a high level of project management, technical knowledge,
and network design to the project. He is responsible for the "frontline" interface with cU$tomers, overall account management making
customer satisfaction' apriority.
.
Bill Reynolds, the Project/Implementation Manager, has over 30
years of experience. in telecommunications,including 23 years
managing operations of inmate phones and systems with a
communications provider and three years with an ITS supplier.

Danny Cravey has managed the organization of installation teams
and overseen the production of equipment for GI-obal Tel*Link's
Il1mate Telephone System Projects since 1994. Mr. Cravey has
extensive management experience, as well as experience in the
telecommunications industry and with GTL's products.

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

53

~I
\···_··~$i
.... ::······....
[ . \

Tom Hearn
Vice President of
Customer Service

Laura Florey
Technical Support
Manager/Quality
Control Manager

Adrian Holifield
Client Systems Trainer

After college graduation, Mr. Hearn served our nation for 5 years in
the nuclear-powered submarines division of the U.S. Navy, and held
the rank of Lieutenant Commander in the Naval Reserves. Before
Joining· Global Tel*Link, he worked for 10 years in the commercial
nuclear field in engineering, testin.g and management. Since
arriving at GTL in 1990, Mr. Hearn has managed teams in the
design- of software and hardware products, including inmate
telephone systems; public cellular payphones and line powered coin
phone prOducts. Mr. Hearn has also directed product development
and engineering management, He served as Vice President of
Sales and Marketing for 5 years and was instrumental in forging the
SBC business relationship. With an extensive staff of. Customer
Service Representatives, Mr. Hearn is now responsible for all
Customer Service activities.
Laura Florey joined Global Tel*Link's Technical Support Team in
1999 and served two years as a Technical Support Team Leader,
before becoming the company's Quality Coordinator in 2001. In
2004; she accepted the Technical Support Management position. At
the time of contract award, Ms. Florey will assign and oversee a
Technical Support Team Leader and a DOC Dedicated Technician
that will be personally responsible for ensuring that all questions and
issues related to the Inmate Telephone System are answered or
resolved satisfactorily in a timely manner. With her extensive
LazerPhone experience, Laura Florey is well qualified to oversee the
on-going support of Massachusetts DOC's system.

Adrian Holifield has been with Global Tel*Link since October of
1999. He has more than 6 years experience in Training and Adult
Education. Mr. Holifield serves as Systems Trainer for all
installations and is responsible for coordinating and executing all
formalized onsite t~~ifling .... Mr. Holifield is also responsible for the
design and development of the training program, which includes
training curriculum,goals; and material.

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Relatecl Services
DOC file No. 1000-Phone2006
September 15, 2005

54
d

l:

.::

I"

.(:

Ricardo Cumberbatch

Mr. Cumberbatch is th~PresidentlFounder of Publical
Telecommunications, Inc. Publical will provide site
administrators/technicians for this project.

Publicall
Telecommunications Inc.

Mr. Canny has the overall responsibility for account management for
PublicallTelecommunications, Inc.

John Canny
Publicall
Telecommunications Inc.

GTL has provided resumes for all account and service personnel in Exhibit B.

4.5

REGULATORY COMPLIANCE
.,..,...

4.5.1

_-."",~"'~'''''''''''-'''

The Bidder must agree to adhere to any current municipal, state or federal
requirements for installation and operation of the. Secure Inmate Calling System.
Failure to comply with present municipal, state or federal requirements will result
iIi termination of any contract with the Bidder and the Bidder rendering payment of
any applicable fines, etc. incurred by the DOC for violation of such requirements.

GTL Response: GTL agrees. GTL agrees to adhere to all municipal, state, or federal
requirements for installation and·operation of a Secure Inmate Calling System.

4.5.2

The Bidder shall be responsible for compliance with all regulatory requirements
imposed by local, state and federal regulatory agencies for all systems and services
provided throughout the duration of this contract.

GTL Response: GTL agrees. GTL will comply With all local, state, and federal regulatory
agencies rules and regulations

4.5.3

The Bidder shall be responsible for complying with and updating the Secure
Inmate Calling System for any regulatory changes and requirements during the life
of the contract. These regulatory changes include federal, state or local municipal
modifications. These changes must be made in a timely manner and at no cost to

GTL's Response to the
Corrunonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

i:

the DOC. The Bidder is responsible for paying all applicable fines levied should
compliance with future regulatory' requirements not be petformed by required
deadlines.
GTL Response: GTL agrees. GTL will update the Inmate Calling system with any regulatory
changes or requirements throughout the life of the contract at no cost to the DOC.

4.5.4

The Bidder must ensure that all of its installation work and materials comply with
all local, state and federal laws, ordinances and regulations as well as the direction
of any inspectors appointed by proper authorities having jurisdiction over this type
of network and equipment installation.
The Bidder is responsible for obtaining all necessary permits. Should violation of
codes occur relating to this IeS installation project because necessary permits
were not identified and obtained by the Bidder, the Bidder will cease all work at
that specific location and correct the situation, immediatelY,at no cost to the DOC
prior to continuation of system installation.

GTL Response: GTL agrees. GTL will obtain all applicable permits or licenses required to
install the Inmate Calling System.
.
4.6

INDUSTRY DIALING PLAN CHANGES

The Bidder shall be responsible for making all system modifications, at no cost to the
DOC, necessary to allow inmates. to pl~9~ calls, as industry dialing requirements change
(e.g., new area code implementation, new NNXs, etc.) Such modifications must be made
in a timely manner to ensure proper use of the system by inmates and DOC persoooei.
.
.

GTL Response: GTL will comply. GTL subscribes to a monitoring service which provides daily
updates to area code changes and additions as well as new exchanges. This service allows
GTL's Billing Department to upload these changes and additions into the LazerPhone rating
and routing files so that inmates may place c~lIs to. new or changed area codes and
exchanges.
.
"';'
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4.7

DOC AUTHORIZED PERSONNEL

The Bidder's Account Team must accept system programming and maintenance orders
from authorized personnel within the DOC only. The Account Team must determine

authorized personnel dmjng' the initial COntrac.ting process and provide
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

.
:'C:

56

"Authorization Forms" for DOC personnel.signatures. The Bidder will be responsible for
all charges associated with ''unauthorized'' service repairs, additions; or changes
performed by the Bidder:
GTL Response: GTL will comply.
authorized DOC personnel.

4.8

GTL'sAccount Team will only accept orders from

PREVAILING WAGE COMPLIANCE

The Bidder is required to adhere to all prevailing wage rate specifications and schedules as
determined by the Commissioner of the Commonwealth of Massachusetts Department of
Labor and Workforce Development, Division of Occupational Safety and the United
States Department of Laborwhen required.
GTL Response: GTL will comply.

GTL's Response to the
Commonwealth ofMasslWhusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

57

This page is intentionally left blank

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No; lOOO-Phone2006
September 15,2005

58

'~~"'~~~~::'i'

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.

'.

Section 5
-.::......

General System Requirements
The Secure Inmate Calling System and Related Services proposed for the DOC must meet or
exceed the technical requirements outlined in this Section of the RFR document. The Secure
Inmate Calling System (ICS) proposed to meet these technical requirements must be provided for
all DOC facilities at no cost to the DOC including system installation, training, operation and
maintenance of the system and its components.
The Bidder is responsible for replacement ofthe Secure Inmate Calling System in its entirety or its
individual components regardless of cause including; but not limited to, normal wear/use, inmate
abuse, natural disaster, or inmate unrest. This system or component replacement will be
performed at no cost to the DOC and will occur immediately upon notification to the Bidder of
. the system problem by the DOC facility.

GTL Response: GTL will comply. GTL i~.J2~~.§!.~.~~ to subm.!ta.eroposal for a secure Inmate
Calling system and related services. GTL is interested and qualified to install, operate,
maintain and provided public coin and inmate telephones, Local, Intralata, and Interlata, calling
services at the various facilities at NO cost to the DOC.
5.1.1

The Secure Inmate Calling System (ICS) proposed for the DOC must include the
following components:

.

5.1.1.1 An on-site ICS located; at :eachl~acility (See ,Section 3.1) of the DOC. Each
system must contain one (1) PC and laser printer (22 ppm minimum);

GTL Response: GTL will comply. GTLwill provide a LazerPhone system at each DOC facility
that includes a PC workstation with laser printer. GTL's standard workstation is described
below.

LAZERPHONE PC 'WORKSTATION ";:
Dell Optiplex Computer with:
Windows XP Professional Operating System
512 MB RAM
40 GB (or larger) Hard Drive
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No: IOOO-Phone2006
September 15, 2005

59

CDRWDrive
17" Flat Screen LCD Monitor
Microphone and Speaker
Plus: lIP Desktop Printer & UPS Unit

L
£'
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GTL Response: GTL will comply. GTL will provid·ttd . . . .1i!lIII's required for the facilities
.
listed above.
.

5.1.1....
3
.

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5.1.1.4_1
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GTL Response: GTL will comply. GTL will provide th
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It is desirable
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GTL Response: GTL will comply. GTL will

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request fot Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

il

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60

5.1."1.5 A Centralized System Database located outside of the DOC facilities and
maintained by the Bidder, The .l3idder must state, in its response, the physical
location (City/State) where the centralized system database is location.
GTL Response: GTL will comply. TL provides and maintains a centralized LazerPhone
Database at our"Gall Center in Houston, Texas. Redundant backup storage of all MA DOC
facilities' system settings, call detail records, and call recordings will be maintained at this site.

Use of or integration with the existing DOC LAN is not permitted unless specified by
.the DOC.
.

.3

GTL Response: GTL will comply. GTL provides
S
I lit ~ j
iF- k 4 iii';;
i18!L1t!
ta!
fler. The DOC's LazerPhone Inmate Teiephone System can permit authorized users at
multiple locations to access the system's iogin screen of the control program. Authorized
or from
s to LazerPhone records and controls, whether from·
a different DOC facility, is accomplished though a secure frame relay or MPLS network that is
installed, managed, monitored, and maintained by GTL. Through this network, the authorized
person at a _ _ can perform any LazerPhone administrative or investigative
functions per~son's security clearance levei, just as if he or she were sitting at
the LazerPhoneworkstation at the facility.

i-i"""

The' proposed rcs must allow for all DOC locations to be networked together thus
allowing the sharing of inmate information, inmate PINs and call records between
system. This network between DOClocations must allow for remote access of the rcs
at one DOC facility by an authorized,userat another DOCfacility.
.
.
GIL Response: GTL will comply. GTL provides a unique frame relay or MPLS network that
allows the LazerPhone systems at all DOC facilities to be networked together via a secure .
closed network. Authorized remote access to LazerPhone records and controls, whether from
or from a different DOC facility, is accomplished thoLigh a secure network
that is installed, managed, monitored, and rl)aintaineq ~.by GTL. The DOC's LazerPhone
Inmate Teiephone System can permit authorized, users .at. multiple locations to access the
system's login screen of the LazerPhoqEt)~Veb, Management System. control program.
Authorized users have access to inmate information such as calling activities, recorded
conversations, allowed numbers, blocked numbers, and comprehensive PIN information all
: based on the permissions granted by the system administrator(s). The system allows various
DO
staff the ability to share information about a case, an
61

·~...•.•.
inmate or investigation through the use of the intergraded
..
feature, of the
LazerPhone Web Management System. This information is available online in n e a r _
to all with a need and the a propriate permission levels. Through this network, the authorized
can perform. any LazerPhone
person .at a
functions permitted by e person's security clearance level, just as if he or she were sittIng at
.•..
L.azerp.hone wo.rkstation at the facility. This network allows forthe
by
..
sing the VPN.
.

The proposed. ICS must allow for administrator password levels that restrict DOC
personnel to the ICS within their particular DOC facility as well as allow certain DOC
personnel to access multiple systems, ifrequired.
GTL Response:GTL will comply. Access to the LazerPhone control program is restricted by a
password protected User Security Profile system. A User Login screen that requires a valid
password ensures that only authorized personnel are permitted to monitor and control inmate
telephone usage.
A 'User Security Profile is associated with each valid password. ThettSecurity. Profile record for
each user specifies which LazerPhone functions will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
security levels{.:,;;.. >~;:. 4~!'?\;"'~"
, .;" !' ...
Only a 'system administrator with full security clearance may access LazerPhone's User
Management screen, from which other User Security Profiles may be created or modified.
Any time a user logs into the system, LazerPhone notes the event and the user's identity in the
system's electronic Log Book. An Audit LOg Report is available to track user access and all
system changes and activities that take place while users are logged into the LazerPhone
system.
:(.)1' .:d~~!t~

5.1.2

("

:~:.~\

..... ,

.The Bidder must propose one type of Secure Inmate Calling System for all DOC
locations. All system hardware, software; software level and support systems must be

,'I ~i~~;' . ;" t~~!:,~~Fe,,~~ each DOC facility.

GTL Response: GTL will comply. GTL proposes our secure LazerPhone Inmate Telephone
System for all DOC locations. All system hardware,. software, software level, and support
systems will be the same at each DOC location.

Automatic Software Version Updates:· LazerPhone software updates are provided
perio,qically to all LazerPhone sites through GTL's secure Web Server. The latest version of
Laz~ntme's managements'oftware1;'containing any new features or enhancements that were
developed tested and ;ncocpocated into the pcod"et since the last! 'pdate a'Itgmatjcall)l
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for R~sponses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

62

.-,.-.,.-

,;~

downloads to the DOC workstation when an authorized persofi:;aktti~, fatfity logs into the
system. These software updates are provided at 'no cost the DOC throughout the Iif~:of tlie~i
contract.
.
'
.
.

Continuous s~;teJfW~tch~Atinstallation, the DOC's LazerPh*~e'Systern is'ptt(:>n-Ii~~:Wit~
the LazerPhone .Sup~ort Center in Mobile, Alabama, an.d remains so, ~n1M:fol!r.~?urs4(~ay,
.-,• .undred sixty-five days a year, throughout the life of the contract. TechnlcJans'm the
SerV~ Center, as well as the system's continuous self-diagnostic routines keep a vigilant
watch to ensure that any problems are detected and addressed immediately. The underlying
architecture of LazerPhone's software control system allows Technical Support personnel to
provide diagnostic, programming, polling, and system reporting services remotely. Global
Tel*Link's core value of RESPONSIVENESS includes knowing about problems before you do.

5.1.3

The ICS at each DOC facility must provide for all telecommunications capabilities for
inmate services as well as administrative capabilities for DOC personnel.

GTL Response: GTL will comply. The LazerPhone ICS that we install at each DOC facility will
provide all telecommunications capabilities for inmates as well as all administrative capabilities
for DOC personnel.
_;.
For inmates, LazerPhone provides Local, InterLATA,lntraLATA, Interstate, and International
service as desired by the DOC, facilitated entirely by an automated operator. The system can
provide collect, prepaid, and (when appropriate) free call options.
Authorized DOC personnel at the LazerPhone workstation have access to and control over
inmate calls. Frequently used workstation functions include:
Live-Monitor Inmate Calls: At the LazerPhone workstation, authorized users can visually
and/or audibly monitor inmate calls-in-progress:; .
Block Destination Numbers: At the system workstation, authorized users can block calls
facility wide, or calls by individual inmate PINs, to specific destination numbers.
Assign User Passwords and Authorize LazerPhone Feature Access: At the workstation , an
authorized system administrator is able to assign, update, and change passwords and feature
accessibility for other system users.
lumbers that may include
Program
Authorized individuals can EmterQ
destination telephone numbers or inmate PINs. If a. call is made using_ number the
Is.
system will automatically dial to up tothreeipreprb~rarrjmed nymbers
Generate Investigative and Administrative Reports: Authorized individuals can view, print,
and/or save standard or custom reports as necessary. All reports will be in real time and can
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No, 1000-Phone2006
September 15,2005

63

" fun\. liens. :)

be generated at any time.
Schedule Telephone ON/OFF Periods: LazerPhone's Scheduler feature allows authorized
users to program ON/OFF periods for inmate telephones system wide, or assign special
ON/OFF schedules to individual PINs or telephones.
Set Call Durations: At the workstation, authorized users can limit call durations facility wide,
by inmate PIN, by inmate telephone, or by groups of telephones, such as all phones in a
particular cellblock.
Set PIN Call Velocities: When LazerPhone's PIN system is in use, authorized personnel can
limit the number of calls individual inmates can make during a specified time period.
Shut Down the Inmate Phone System in Emergencies: In addition to manual cut off
switches located throughout the facility, in an emergency situation, an authorized user may
shut down the entire LazerPhone Inmate Telephone system, preventing all inmate calls, .
through software controls at' the workstation or through codes entered on the keypad of any
inmate telephone.
Add, Modify, or Deactivate PIN Accounts: Authorized system users are able to create,
modify, or deactivate inmate Personal Identific.~ticm NlImber(PIN) accounts. When an inmate
enters the correctional facility, a LazerPhone PIN account can be created either through a
simple PIN Auto Enrollment procedure performed by the inmate or by an authorized person
typing and selecting options at the workstation. When an inmate leaves the facility, his/her PIN
account can be deactivated. Later, if the same inmate re-enters the facility, the accQunt can be
reactivated.
Modify or Suspend an Inmate's Calling Privileges: The assignment of PINs allows call
restrictions to be applied to individual inmates without affecting the call restrictions or privileges
of other inmates.
.J ( '.. ~ ;

5.1.4

•.:.. .

The Bidder must provide a Centralized System Database that is located at a Bidder
.provided site and provide full database redundancy for the ICS at each DOC facility.

GTL Response: GTL will comply. GTL provides a Centralized System Database in Houston,
Texas, that ensures full database redundancy for the LazerPhone ICS at each DOC facility.
Additionally, to ensure that LazerPhone records are stored se<;urely and that all system data
are fully 'i!e'coverable"'ftom :'.tlny type of emergency shutdoV1i1, "Global Tel*Link has built
redundancy into every critical aspect of thesyst~m.
,,: .' ';"
.'
,

~

; ''";

.. , ¥o, ......

':1r'.~..

''.i;

Twin UPS Backup Power: In the event of a power failure at the correctional f;3Cility, twin
uninterruptible power supply (UPS) units provide temporary power for the entire system. UPS
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

64

units also protect against power fluctuations and surges. GTL will provide UPS units at each
DOC facility capable of powering the entire LazerPhone system for a minimum of one hour. In
the absence of an emergency generator, upon expiration of the UPS, the system performs a
safe shutdown to protect data. Once power is restored the system will reboot without
human intervention and resume normal operations.
Redundant Record Data Storage: Both call detail records and system settings are saved and
automatically backed-up in real time. At the time of an inmate's call, a call detail record is
saved to the DOC facility's active hard drive array, backed-up to the facility's backup storage
array, and transmitted to GTL's off-site central storage facility. Any changes made to
LazerPhone system settings are also saved in real time to the facility's active hard drive array,
backed-up to the facility's backup storage array, and transmitted to GTL's remote central
storage facility through the secure network·provided by GTL.
to the
At the time of an inmate's call, the call's recorded conversation is
facility's hard drive. Once every 24 hours, LazerPhone automatically copies recordings to the
facility's backup storage array and transmits a copy to GTL's off-site central storage facility
through the secure network provided by GTL.
Redundant Control Computers: At each LazerPhone Control Center, LazerPhone system
controls are housed in two identically configured computers. If the first computer fails the
second automatically takes over. In the unliker~fieventthat both computers at one LazerPhone
Center fail, the computers at the alternate Center automatically takeover all LazerPhone
operations. Each backup computer is independently capable of performing all Management
Control Center functions. Massive generators back up the electrical systems at both the
primary (Mobile) and secondary (Houston) Control Center locations.
.
.
Tested by a Force Majeure The. effectivenessofGTL Control Center's backup systems was
conclusively demonstrated when Mobile, Alabama took a devastating hit from Hurricane
Katrina in August 2005. Flanked on all sides by .the crippled city, the LazerPhone Control
Center continued to operate normally.(;:~IRedundant·· processing, .telecommunications
infrastructure, facilities, and trained staff at the Houston Data Center backed up this effort and
stood ready to take over if Mobile had taken a catastrophic hit.

5.1.5

The Bidder must propose an IeS at no cost to the DOe and include:
•
•
•
•
•

full design, programming and inStalhltion; ..
programming of all inmate ~J1:'l:s and call lists;
post installation maintenance; ...
all network services (local, IntraLATA, InterLATA);
all network services for administration of the IeS.
65

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
.
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September IS, 2005
.to.

.• ,~

'1.

GTL Response: GTL will comply.GTL proposes a comprehensive solution for all of
Massachusetts DOC inmate telephone system needs without cost to the DOC. Our Secure
LazerPhonelnmateTelephone System and Services includes:
Full design, programming, and installation
t
Programming of all inmate PINs and Call Lists
Post installation maintenance
All network services for local, IntraLATA, and interLATA calling
All Network services for administration of the LazerPhone ICS

5.1.6

The Bidder must propose an ICS for the DOC that has the capability of. processing
inmate calls in a pre-paid debit mode; collect callmode or a combination of the two
depending on the DOC facility and unique needs of the DOC.

GTL Response: GTL will comply. GTL's LazerPhone ICS has the capability of processing
inmate calls in pre-paid debit mode, collect call mode, or a combination of these.

LazerPhone Prepaid Debit Accounts
LazerPhone offers two prepay options through its integrated Debit Account system: direct
deposit, which is managed through the LazerPhone workstation, and pre-paid Vouchers that
inmates may purchase from the facility, or the facility's commissary, and "cash" at inmate
telephones. To use either pre-pay option, an inmate must have a LazerPhone PIN account
(Note: A facility may choose to assign PINs to all inmates for better control over phone usage
or may assign PINs only to inmates wishing40,make prepaid calls.)
When LazerPhone's Debit system is active, at the beginning of each call attempt,if the inmate
chooses the prepaid call type, the system's automated operator reports the current balance in
the inmate's prepaid account. If the balance is sufficient, the cost of the current call can be
automatically deducted from the account. Inmate debit accounts can be added, updated,
deleted, or closed at the LazerPhone workstation.
To save administrative time required to manage, inmate Debit accounts, GTL developed a
unique way for inmates to self-deposit ,moneyl,into their accounts through the purchase of
Prepaid' Vouchers from the facility's Commissary, which are then "cashed" at an inmate
telephone to transfer the entire value of the voucher to the inmate's LazerPhone Debit
account. Unlike prepaid calling cards that retain value and are subject to being lost or stolen,
once "cashed" the voucher is useless and can be discarded.
How Prepaid Vouchers Work
GTL's ResponSe to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

I,"

66

The facility or the facility's commissary orders. Prepaid Vouchers from Global Tel*l,.ink and sells
them to inmates wishing to make prepaid calls. Once in the inmate's possession, "the voucher
is taken to any inmate phone. After choosing a language and entering a destination number,
the inmate selects menu optionS to begin the "cashing" process. Following automated
prompts, the inmate enters his PIN, the voucher number, and the voucher value. If the PIN is
valid and the voucher has not been previously used, the value of the voucher is transferred to
the PIN account. The inmate may now place prepaid calls by simply choosing the prepaid call
type and entering his/her PIN during call setup - the voucher number is no longer needed.
If inmate friends and family members wish to purchase prepaid vouchers for an inmate, they
can do so by depositing money into the inmate's commissary account. The inmate can then
purchase a voucher using the money deposited in his commissary account.
When an inmate leaves the facility with funds still in a debit account, the facility or commissary
may request a refund, or the inmate's LazerPhone PIN, with its associated Debit Account, may
simply be deactivated. If the inmate is re-booked in the future, he or she can use the same PIN
for making prepaid calls.
"",.
Call Control
Because this prepaid option operates on Global Tel*Link's platform,. prepaid calls are subject
to the same call controls as collect calls. Prepaid calls must be validated before the system
will connect the call. Once connected, the call is subject to the facility's call duration
restrictions, time of day restrictions, blocked number restrictions, and all other call restrictions.
Refunds
Refunds" will only be made upon an inmate's r~lease from jail. To obtain a refund, the facility
and/or the commissary company must make a written refund request on the inmate's behalf.
The request must include the PIN, the inrriate's name, the mailing address, and the facility
name. A refund will only be made if requested by the facility and/or the commissary company.
Inmate requests for refunds will be denied. As Global Tel*Link is pricing the prepaid calls on a
.
surcharge and per minute basis, the amountof money leftover should be minimal.
,.

Benefits of Prepaid Vouchers

i.

l~'

j

,

~ Friends & Family Friendly:
Prepaid vouchers can be sold via the facility commissary system. Therefore, inmate friends
and family can deposit money into the commissary account for the purchase of prepaid
vouchers.

~

Less Manpower Required:

A system administrator will not have to enter,.debitaccountdeposit amounts at the· workstation.
By having the inmate "cash" the voucher; this:r~s:~~nsi9i1ity is shifted to the inmate.
GTL's,Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

\

67

·':~;

".;..

._._-.-~-_._~---

~

No Third Party:

The system rurs on Global Tel Link's platform with no third party involvement necessary. As a
result, Global Tel*Link does not need to rely ona third party for any aspect of the program including the printing of prepaid vouchers.
~

Security:

Prepaid vouchers can be thrown away after being cashed at an inmate phone. Unlike
similar programs, inmates do not have to retain actual cards that can be stolen.
~

Reconciliation Reports:

Since the prepaid voucher or debit method programs runs on the Global Tel*Link's platform,
LazerPhone provides detailed, accurate reporting capabilities through the reconciliation reports
to manage the Prepaid Debit and the Prepaid Voucher programs. These types of reports can
be printed via the facility LazerPhone workstation.
5.1.7

The Bidder must propose an ICS that allows for all inmate telephones to be in use
simultaneously. The Bidder must describe, in its response, how this will be accomplished
with the proposed ICS.

GTL Response: GTL will comply. The LazerPhone architecture we propose for MA DOC has
virtually no line concentration. All inmate telephones can be used simultaneously.
. : .<- (::"

5.1.8

'.'.

,.

The Bidder must propose an ICS that can be shut down quickly and selectively. The
DOC must be able to shutdown the system globally and restrict all PIN access within an
entire facility and/or within a particular housing unit.

GTL Response: GTL will comply. Our LazerPhone ICS provides several different methods to
qUickly shutdown individual telephones, a group of phones, or the total inmate telephone
system. Each method is described below.
.
Manual Cut Off Switches
Global Tel*Link installs manual cut off switches for each of the facility's logical' groups of
phones. Manual switches are placed at locations specified by facility administrators allowing
correctional officers or authorized administrative staff the ability to selectively disable a single
.
phone, bank of phones or all phones within the institution.
J-

;

,\.

Workstation Menu O p t i o n s . ; -,
<,
. __ Single phones, groups of phones, 9rall inmc:lte.~13lephonescan be turned off using menu
' '. .
options at the system workstation.
Telephone Keypad Code
68

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

"! ; .
"

---_._--_ ...

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.

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····

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In emergency situations, the entire inmate tele hone system can

5.1.9

The Bidder must propose an ICS solution that allows the DOC to completely restrict
- inmate access to outside network: servibes/facilities should the ICS control unit of the
ICS fail for any purpose. The Bidder must describe, inits response, how this restriction
is accomplished with the proposed ICS (e.g., toggle "kill" switches, etc.).

GTL Response: GTL will comply. In the unlikely event that the entire LazerPhone ICS control
program failed, all inmate telephones would immediately go out of service, making it
impossible for inmates to access outside network services or facilities. If a local workstation PC
computer fails for any reason, the system would continue to function normally, controlling
inmate calls according to predefined DOC parameters and would remain accessible from other workstations. However, if it were deemed necessary to shut down inmate telephones quickly
without accessing the workstation, DOC personnel would have two methods to shutdown
individual telephones, a group of phones, or the total inmate telephone system. Each method
is described below.
~.....,
Manual Cut Off Switches
Global Tel*Link installs manual cut off switches for each of the facility's logical groups of
phones. Manual switches are placed at locations ,specified by ,facility administrators allowing
correctional officers or authorized administrative staff the ability to selectively disable a single
phone, bank of phones or all phones within the institution.

..

In emergency situations, the entire inmate telephone system can

5.1.10

-

_.;

-

The proposed ICS must be restricted to outgoing calls only. The system must not
process incoming calls at anytime!ir-The \·Bidder must agree,in its response, that no
.inmate telephone shall be capable ofreceiving an incoming call.

GTL Response: GTL will comply. LazerPhone does not permit incoming calls to inmate
telephones. LazerPhone's outgoing services can be configured to allow Local, InterLATA,
IntraLATA, Interstate, and International service as desired by the DOC.
:::,'

5.1.1l

'..-i;',

The Bidder must agree, in its response,' that it will keep all call processing and call rating
.information current. This informaHonitic1udes, but is not limited to, local exchanges,
area codes, country codes, vertical & horizontal coordinates and any other information
necessary to accurately process and rate calls. The Bidder must provide the' DOC with

GTL's Response to the
Conunonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

69

~I:::'~~

~.....),
any and ~l rate information for all calls upon request by ~~ :~QC,·;~tanY tj,Ine .d,:uringvthe
term of this contract.
'
,
GTL Response: GTL will comply. GTL-agrees to keep all call processing and call rating
information current. GTL will provide the DOC' with any and all call rate information upon
request.

5.1.12

The ICS must block all calls made to any of the following services whether the system is
used in direct dial, debit-based or collect call mode. The Bidder shall be responsible for
, ensuring that the system is programmed for such blocking.
•
•
•
•
•

900, 972, 976, 550, telephone numbers incurring excess charges;
long distance carrier access codes (e.g., 10 l-XXXX);
local toll free numbers (e.g., 950-XXXX);
directory assistance numbers (e.g., 411, 555-1212, etc.);
toll free numbers (e.g., 800, 888, 877, 866, 855, etc.)

GTL Response: GTL will comply. Regardl(3ss of the current calling mode, LazerPhone's
computerized call control system is pre-programmed to block known disallowed numbers.
Prefixes,such as 900,950, 8XX, 976, 411,and9JJ ~[~ automatically blocked and require no
action by facility personnel. Additionally, calls to'the operator through 0, 00, 10xxx, 950xxx,
etc. are disallowed without requiring action by facility personnel. At the DOC's request, the
system can be configured to allow or disallow international, calls. All incoming calls are
~lo~ke9' In.mat~ telephqnes are automatically IJl0cked from other inmate phones within the
same facility or'within other facilities with LazerPhone systems.
,
..!

f'~··

'.

Global Tel*Link's call processing and blocking systems are external to the telephone units and
can be oper~ted eith~r remotely ~rom ,~I??~ ~nr~,ink',~ MaQ~~~'!l~nt Control Center or directly
from the, faCIlity's on-sIte workstation.
" , ' ,.. ""
.,0
,

5.1.13

The proposed ICS must not provide a second dial tone to an inmate telephone without
the inmate hanging up the telephone receiver after the first call is completed and the PIN
re-entered to place the second call.
>,

GTL Response: GTL will comply. LazerPhone limits calls to one per connection. At the
termination of every call, LazerPhone,preventSJhook-switch dialing by automatically returning
the line 'to a pre-call state, the equivalent of a primary dial tone, in which the inmate must
begin with the first step of the system-controlled call process (entering language .choice), in
order to place a second call.
GTL's Response to the
Commonwealth ofMassachusetls DOC
Request for Responses
,Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

70

; ; , ."-':..i

i

(.~.

-------------~----_.---_._._----

.

~•.••...

5.1.14

The proposed ICS must allow for a .maximum "ring time" prior to disconnecting the
inmate call. This "ring time" parameter 'must be programmable by the DOC but must be
consistent among DOC facilities.

GTL Response: GTL .will comply. By default LazerPhone allows six (6) rings before
terminating an inmate's call attempt. This "ring time" is programmable to meet the DOC's
preference.
5.1.15

The proposed ICS must provide notification to an inmate of the call status (e.g" ringing,
busy, etc.). This notification may either be in the form of ringing, busy tones, SIT tones,
or appropriate recorded messages.. This .requirement must be .implemented for both
. direct dial (debit) or collect call mode of operation.

GTL Response: GTL will comply. LazerPhone has'the capability to allow inmates on hold
during the call setup to audibly monitor the progress through hearing as a muted party.
Alternately, the DOC may choose to have the inmate placed on hold while the system plays
prompts for call acceptance. With this option the inmate receives the prompt that advises the
If the called party wishes to
inmate to please hold while the called party' is contacted.
establish an AdvancePClY account in order tCfaccept the call, the inmate will be placed on hold
.
until the AdvancePay setup is completed.
5.1.16

The proposed ICS shall not allow the inmate to speak to the called party until the call
has been positively accepted. This requirement must be implemented for both direct dial
(debit) or collect call mode of operation.

GTL Response: GTL will comply. For both ;debit and collect calls, LazerPhone splits calls
such that an inmate has no audible contact with the called party until the called party has
positively accepted the call. Because LazerPhone's automated operator announces the
inmate's name and provides all other information needed by the called party, there is
absolutely no opportunity for the inmate to pass or leave a message prior to call acceptance.

5.1.17

The proposed ICS must not allow the inmate to hear the called party prior to the actuaI
positive acceptance (via touch tone e !fY) of the call.

ll

.

'_':

lf~;"\P'() .,;~

. ..',;

GTL Response: GTL will comply. LazerPhone splits ,calls such that an inmate has no audible
contact with the called party until the called party has positively accepted the call. Because
LazerPhone'sautomated operator announces the inmate's name and provides all other
information needed by the called party, there is absolutely no opportunity for the inmate to
pass or leave a message prior to call acceptance.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No.1 000-Phone2006
. September 15,2005

71
.j;'"

5.1.18

The proposed ICS must allow for the DOC to program times when the system will be
available or unavailable to inmate callitig: ",

GTL Response: GTLwill comply. The LazerPhone system includes a Call Scheduler that can
restrict inmate telephone usage to particular hours of the day. Phone ON/OFF times may be
scheduled for all inmate phones, an individual phone, a group of phones (e.g. all phones in a
cell block), or assigned to an inmate PIN. Telephone usage time for each day of the week is
setup using a twenty-four hour clock. A separate schedule may be set up for each day and for
holidays.
.<:f'··

5.1.19

The proposed ICS must allow DOC p~rsonneltotemporarilyrestrict or disconnect
service to an individual inmate telephqp-e ,or.§tation: ,;i"

... ".,.::~;""ii.~_1.~t '"f~k., ",:;~:~i~<~~'#":I!';'

GTL Re'sponse: GTL will comply. DOC personnel may temporarily restrict or disconnect
service to an individual inmate telephone using options on LazerPhone's Telephone, Monitoring
screen at the system workstation.

5.1.20

As one of the major problems associated with inmate calling, the initiation of3:-Way or

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No: 1000-Phone2006
S~mber 15, 2005

~.

n

nce Catlin is a constant issu

th the DOC.
". The proposed ICS must provide
technology t at eters anmmate's attempt to mitmte a3-Way or Conference Call with a
Third Party and provide the ability to immediately terminate the call. The Bidder must
describe, in its response, how this technology operates with regard to the proposed ICS
and the opti6ns available to the DOC.
'<

•

GTL Response: GTL will comply. Three way calls are deterred by an exclusive LazerPhone
hardware and software design that includes the utilization of several patented processes that
minimize
Global Tel*Link is fully licensed by the legal' owners of the
patented processes that we use, so there will never be service or functionality loss due to
patent issues. Upon detection of a three-way call attempt, LazerPhone provides the following
options:

a

Disconnect the call
Flag the call for further investigation
Playa voice prompt warning
Any combination of the above options""
With current telephony technology there remain challenges to three-way call detection: (1) call
waiting may mimic the sound of a three-way call; (2) call forwarding may not yield a' detectable
sound; and (3) noise or conversation on the line may mask sounds and signals normally
present during a three-way call attempt. LazerPhone engineers continuously strive to meet
these challenges in more and more effective ways. As fraud prevention strategies evolve and
are incorporated into the LazerPhone system, new 'versions of the software will be
automatically uploaded to the DOC's system... ..'
:.,y; rL:Cd~OI(;:.

0,

'<.:/

\'0"11.

Three-way call attempts will be noted on call detail reports by a red highlight. Using the filter
options on the LazerPhone Call Search screen, facility personnel can request reports listing
only 3-way call attempts. LazerPhone also detects when extra digits are dialed, and displays
such calls in orange on Call Detail Reports.

5.1.21

_lJi_,

It is a desirable that the proposed ;ICS provide a function that prevents 3-Way or
•
I
~ The Bidder
Conference Cctlling" F
must explain, in its response, how this will be accomplished with the proposed ICS.

GTL Response: GTL will comply. Three way calls are deterred by an exclusive LazerPhone
hardware ~.i that includes the utilization of several patented processes that
n
minimize " - " " , , G l o b a l Tel*Link is fully licensed by the legal owners of the
patented processes that we use, so there will never bea service or functionality loss due to
patent issues. Upon detection of a three-~ay <?all attemp~, LazerPhone provides the following
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
SePtember 15,2005

73

::-: ".- ..

options:
Disconnect the call
Flag the call for further investigation
. Playa voice prompt warning
Any combingtiO.Q.of th~.ab9v~ options
.~"'\"'a::"-;-~~,.j<_··~

"..;..';. '~.'. ,-'. '.~ r~

With current telephony technology there remain challenges to three-way call detection: (1) call
waiting may mimic the sound of a three-way call; (2) call forwarding may not yield a detectable
sound; and· (3) noise or conversation on the line may mask sounds and signals normally
present during a three-way call attempt. LazerPhone engineers continuously strive to meet
these challenges in more and more effective ways. As fraud prevention strategies evolve and
are incorporated into the LazerPhone system, new versions of the softwa're will be
automatically uploaded to the DOC's system.
Three-way call attempts will be noted on call detail reports by a red highlight. Using the filter
options on the LazerPhone Call Search ~screen, facility personnel can request reports listing
only 3-way call attempts. LazerPhone also detects when extra digits are dialed, and displays
such calls in orange on Call Detail Reports~

5.1.22

As one of the major problems associated with inmate calling, the use·of call 'forwarding
.at the destination telephone number is a constant issue with the DOC. The proposed ICS
must p~.py~d~.G~logy~t deters the· use of call forwarding by the party being called
by the inmate and provide the ability to immediately terminate the call. The Bidder must
describe, in its response, how this technology operates with regard to the proposed ICS
and the options available to the nqc.,.",

our Fraud Control
Department monitors called numbers and we have successfully detected forwarded numbers
and prevented these numbers from being called again by inmates. Our Fraud Team works
hand in hand with our customers to monitor forwarded calls. As a result of the merger of
Ma ets
~~~~~:~~~~k
_ : the first comcany in the market to Offer!
'GTI-'7

:=uI

. . . ._ •.

~p

S 111 . .

.

IIIJ

.

•
GTL's Response to the
Commonwealth ofMassachusetis DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No, 1000-Phone2006
September 15,2005

i

.1

•S.S.7.will,.accurately detect call
I. . Once the switch has

lll

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74

n

=-..' - ' .'.

r The signal that indicates that the local number has call forwarding on the phone
occurs after the call has been routed to the local phone number.

Additionally, there is· currently a Petition before the Federal Communications Commission
("FCC") regarding remote call forwarding in correctional facilities. Global Tel*Link Corporation
has submitted comments on this petition in ~upport of the right of inmate telephone providers
to block remotely forwarded numbers due to security and toll fraud reasons. A decision on this
action is pending before the FCC and we are hopeful that the FCC will rule against the
.companies

5.1.23

It is a desirable that the proposed

& ....

u.. , _ ...1" IT

rcs provide a function that prevents call forwarding
l JiLuLJ_ if'. The Bidder must explain, in its

response, how this will be accomplished;with the proposed ICS.

GTL Response: GTL will

====

cOm~p~IY•.

, our Fraud Control
Department monitors called numbers and we have successfully detected forwarded numbers
and prevented these numbers from being called again by inmates. Our Fraud Team works
hand in hand with our customers to monitor forwarded calls. As a result of the merger of
Global Tel*Link and AT&T Inmate Markets,GTL was theJirst company in the 'market to offer
call forwarding.

•

,.

_21

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123iil it:

..

:
2

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While some inmate telephone providers may claim that they can accurately detect and prevent
remote call forwarding through SS7 technology,
SS7 will accurately detect call

.

.;~===:..i0.n,cie.t~hieis.w~it~c~h~hia.s

progression
.
identified the local telephonenumberto send'lhis,call to',
.
The signal that indicates' that the local number has call forwarding on the hone
occurs after the call has been route<:l to the local phone number_

" Additionally, there is currently a Petition before ~the .Federal Communicatjons Comrni?,?ion
("FCC") regarqing remote call forwarglng in correctional·facilities. Global Tel*Link Corporati6n
has submitted comments on this petition in s'uppdrt'dfthe rightof inmate telephone providers
to block remotely forwarded numbers due to security and toll fraud reasons., Adecisiqn on this
...

, GTL'sResponsetothe
Conunonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

l'd;"._.!·

.i,

.

.

'.

.

.

••

75

aotiGflis'

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before the FCC and we are hopeful that the FCC will rule against the

companies
_~

5.1.24 .

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. ....,

GTL Respol1s~: .GTL will comply. Laz,er!?hcme'pIJoV\f.s f~cil,ity personoelto designjlte . .
SUa('ine'workstation.·
.","' ma~n~~"'~~{de~tiiiation telephone number or an
. inmate PIN.
A call-in-progress detected by LazerPhone's
directed to up to three pre-designated phone numbers

. ,..

~~;~!s!e!u!e5·a!'lOlrdle;r·liiI5;7b~5!ii~

If the need arises, at the workstation or from a ,
, an authorized officer may
instantly
anJ.nr:nate's:caIL If logged into the system, the officer
',()ption'..,onthe Call Monitoring screen. From a
chooses the
monitoring
,

The system's

workstat!~n,

Account Report and i~eport, both available at the
. 'l
all frequency and patterns of

. ' .. '
,
inmates and destination numbers of
-,

:l
5.1.25

~

.,',

.

The Bidder must describe, in, its, IesPQfWe, how the proposed IeS operates when the
,inmate cal .
"
. This'description must iiidude how collect calls are
placed t l ;
6; how billing of the collect call is processed and how the
DOC is notified when an inmate call is p l a c e _
.

GTL Response: GTL understands. Anticipating the growing need for inmates to place calls
to
and knowing tha~ervice providers do not permit collect calls,
GTL included this capability in LazerPhone's automated AdvancePay system.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

76

Automated AdvancePay Setup: When an inmate attempts to dial a ~he system's
. AdvancePayjifundioh .is activated. If the _
owner does not currently have ali
AdvancePay account, the inmate is prompted to hold while the system contacts the,party and
. provides an option to set up an AdvancePay account, which will allow inmate calls, up to a .
specified amount ($25 or $50), to be charged to the party's VISA or Mastercard. Automated
prompts walk the party tl)rough the$l1ple steps to setting up an account. Once the called
party provides the appropriate information, the inmate's call is connected.
After the pre-pay account is established, collect calls t6 the telephone number may be placed
up to the prepaid amount. . After the prepaid amount ,is d,epleted, the system will inform the
user that a prepayment must be made before ci'dditional 'c~I,ls can bere.,ceived. Customers are
also given the option 'at that time to.increase their C!mp~t from a $25',90 limit to a ~50.00 limit.

......

Non-Automated AdvancePay Setup: For people who do not have or 81bose 'hot to use a
VISA or Mastercard,AdvancePay's automated operator also provides a telephone number to
Global Tel*Link's live AdvancePay operators;"''that the call recipient may dial to setup an
AdvancePay account using other methods Of payment. ,~:Tt,
'.-,
...
,":'

~'

ros '''st Jrave the ability to allow for a called party to activate a code
,;(;.(via the touc!+..tone pad q,i1.heil\;.felephone) that automatically notifies the DOC that the
.' number should be deleted from the calling inmate's "Authorized Telephone Number
,.,'
List".

5.1.26" ;'The prO-posed

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GTL Response: GTL understands. Prior to call ,acceptance, LazerPhone's automated
operator gives called parties an option to request that calls from the correctiona! facility be
blOC.ked. ~Y.prot.ding our toll free custon;J~r service flu.mber. Having the party contact GTL
saves C!;dmini~if~live time and eliminates the need for DOC personnel to be involved.
.'

,"

'.

'"

'.
'. :'."i.<
•
.:t. '~''':~~'''. .," ;,,'. ,"
During a call attempt, the autorrtated operator informs the. called party at a touch tone phone:
"If you wish to block any future calls of this nature, press ,'7' to receive further information," or
at a rotary dialed phone, "If you wish to block any future calls of this nature, clearly say the
word 'block' to receive further information/';~H)p6n i dialing the provided 800 number, GTL's
customer service department will place a "Customer Requested Block" on the line. This block
will prevent the delivery of any future inmate calls' to the number from any GTL managed
correctional facility. At the time the block is requested the customer is asked to provide a
password. To have the block removed at a futur~ date, the customer must provide the
F.«<~t~;':iP.a.B,~)!V9td in order to havelth~ blockJemoved. ,When the 800 number is called during nonbusin~ss hours, they will get agel' a message that states that business is closed, and to
,; i ,
contact during the business hours.

77

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

:j,:r

5.1.27

Each call placed (direct dialed or collect) through the ICS must be electronically
identified by the system as being a call originating from a...... . ...
pOCJ,faeility in 100% of the
cases with or without the accomp~ying iuptate PIN.
. . .
"1'. ., ..' ,.". ,r;:

GTL Response: GTL will comply. Lazei-P.honE3)~ programmed to brand all inmate calls, direct
dialed or collect, with the name of the correCtional facility and the name of the inmate making
the call. Call branding operates whether or not inmate PINs are used. For example, when an
inmate's collect, station-to-station call is answered, LazerPhone's automated operator will
deliver to the called party a message such as:
"You have a collect call from [INMATE NAME] an inmate at [FACILITY NAME]. This call may
be monitored and/or recorded. If you wish to accept this call, press '0' and hold; to deny the
call, press '5' and hang up; if you wish to block any future calls of this nature, press '7' for
further instructions; to hear costs for this call, press '9' and hold for rate information".
The exact wording of automated messages will vary slightly depending on call type and can be
.altered to exactly suit the facility's need. The DOC's LazerPhone System can also be
configured to play periodic overlay announcements throughout inmate calls at any intervals
requested by the DOC.
5.1.28

If a call is not accepted by the called party,. or if no one answers the call, the ICS must
.inform the inmate of the situation rather than sil,nply disconnecting the call.

GTL Response: GTL will comply. When an inmate's call cannot be completed, the
automated operator will notify the inmate using a message similar to one of the following:
"The called number was busy, please try your call later." -;'
"The called party did not answer.. please try you~?all
"The called party did not accept your call."
,,_.

later.'~
~

- ~ ,"-" '.

''The called party has placed a block on this number."
5.1.29

The ICS must have the capability to accept the called party's response ·via DTMF
(Touch Tone Pad) input from the telephone. Calls shall not be billed until positive
acceptance by the called party is indicated by the input of a specific Touch Tone digit.

GTL Response: GTL will comply. LazerPhone' requires' that the called party positively'
accepts an inmate's call before the final .connectionis made:'The acceptance prompt to a
called p~rty at a Touch Tone phone is'simiiar'te>:l''lf you wish'to accept this call, press 0 and
hold."
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure hunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

78

"',
.-::-:"

".'

·.

5.1.30

__

....

_---_._._----------

The res must have the capability of "passive acceptance" for rotary telephone users and
particular called numbers such as an automate attendant at an attorney's office, etc.
Passive acceptance is defined as the system interpreting the non entry of digits after the
playing of the initial collect call message twice as acceptance of the call by the called
party.

GTLResponse: GTL will comply.

5.1.31

The res, whether in pre-paid debit or collect call mode, shall be capable of announcing
to the called party the name of the calling inmate. Bidders must provide a mechanism to
record an inmate's name a single time to be used each time this announcement is
required. The activation or deactivation of this feature must be controlled by institution
by the DOe.

GTL Response: GTL will comply. LazerPhone is programmed to brand all calls, prepaid debit
or collect, with the name of the correctional facility and the name of the inmate making the call.
When PINs are used, an inmate's name is recorded once and stored in the individual's PIN
file, for automatic retrieval at the time of each call.....-;......0At the time of a call, if PINs are in use, theatitomatedoperator instructs the inmate to enter his
or her PIN, then the inmate's pre-recorded name is retrieved from the individual's PIN file.
At the time of a call, if PINs are not in use, the automated operator says, "At the tone, state
your name." The name is stored in temporary memory. By default, the inmate has a two (2)
second window in which to state his/her name. The time window is programmable for longer or
shorter periods.

5.1.32

The res shall be capable of announcingJ9 the called party how to accept calls.

GTL Response: GTL will comply. LazerPhone instructs the called party how tc? accept or
reject the call. The automated operator will say to the called party: "If you wish to accept this
call, press zero and hold. If you wish to deny this call, press five and hang up." If the called'
party fails to give an appropriate response, LazerPhone will repeat the instruction up to three
times. If there is no response for 30 seconds after the third repeat, the call is terminated.

5.1.33

The proposed res must be·9~p~J?tI~~~hd-~niiou.ncing J~,!h.~called party the collect call
.rate, prior to acceptance, when a collecfcall· is placed. The Bidder must describe how
this is accomplished by the called party.
79

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005
'oJ-, ..-,
'._~'

~--~~-

~~--~-

-----------

....

.~~-~~~

__

....

GTL Response: GTL will comply. LazerPhone'sautomated operato~s pre-recorded opening
message to a called party includes a prompt to obtain information about the cost of the call:
"To hear costs for this call, press 9 and hold for rate information." The called party will hear the
cost of the first period (e.g. minute) and the cost for any additional period (e.g. minute), prior to
call acceptance.
. ........

5.1.34

The system must provide a manner for all calls (debit based or collect) to be "branded"
with the standard DOC message as well as the statement that "All Calls are Recorded".

GTL Response: GTL will comply. LazerPhone is programmed to brand all calls, debit based
or collect, with the name of the correctional facility, the name of the inmate making the call,
and any other standard message the DOC wishes to be delivered. By default, the system's
opening. message during a coiled call is as follows, but can be altered to exactly suit DOC
requirements.
"You have a collect call from [INMATE NAME] an inmate at [FACILITY NAME]. This call may
be monitored and/or recorded. If you wish to accept this call, press '0' and hold; to deny to call,
press '5' and hang up; if you wish to block any future calls of this nature, press '7' for further
instructions; to hear costs for this call, press '9' and hold for rate information".
The exact wording of automated messages will vary slightly depending on call type and can be
altered to exactly suit the facility's need.'Y' The QOC's .LazerPhone System can also be
configured to play periodic overlay announcements throughout inmate calls at any intervals
requested by the DOC.

5.1.35

The Bidder .must propose and implement an ICS that provides telephone reception
quality meeting all industry standards for service quality as defined by Massachusetts
Department of Telecommunications&.:Energyand by the Federal Communications
Commission (FCC). The Bidder. must accept the DOC's decision regarding such
determination.
'-';

GTL Response: GTL will comply. The LazerPhone platform represents the latest in
advanced calling and recording technologi Being a fully digital system, LazerPhone delivers
calls of the highest audio quality. GTL's installation team performs three (3) tests during
installation to ensure that audio quality meets or exceeds industry standards for transmitted
and received levels, noise, crosstalk, and freqI,Jency range: l'
..t
demarcatiqn.:p~int<" The
.~{.

First, stations are tested at the
technician will initiate a telephone call
to our Technical Support staff. During thecall,each' party will note any problems with the
quality of the audio. If problems are detected, gain settings are adjusted and the process
begins again until satisfactory results are achieved.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

80

.

c.IJ',

ifl.lpj·,_\~lCi11

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--~------

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Second, test calls are made from a percentage of the actual inmate telephones. Again, if
audio levels are unsatisfactory, adjustments to the gain settings are made.
Finally, recorded calls are downloaded and the. quality of the audio is again tested. .If found to
be unsatisfactory, therecording gain controls are-adjusted and the process repeated.

5.1.36

The Bidder must provide and install adequate surge protection for the proposed rcs and
its components. The use of traditional "power strIps" for surge protection is not
acceptable for this requirement.

GTL Response: GTL will comply. GTL provides Uninterupted Power Supply (UPS) units to
protect the LazerPhone system components as well as PC workstations from power spikes
and surges.

5.1.37

The Bidder must provide and install adequate lightning protection equipment onaH
network services supplied for the proposed rcs.

GTL Response: GTL will comply. GTL installers follow .strict check lists to ensure that the
LazerPhone network services are adequately protected from lightening.
GTL Surge Suppression and Grounding Plan
All LazerPhone facilities are required to have proper protection on the Telco side. The site
survey will include a checklist to ascertain if the proper equipment is in place. The local
service provider is normally respqnsible for that equipment.
All facilities will receive station' side. prC?t~~~i(nJ; -Fq(" facilities, that have station wire going
outside the primary bUilding, Global Tel*Link \iVillinstall additi'onal protection. The protection
blocks used in single building installs will be mounted and punched next to the connector
blocks.
.
The LazerPhone controller and all protection blocks will be connected directly to a local ·earth
ground in the equipment room. This. is a list of site survey questions that can help us determine
.
what will be needed when our phone tech arrives and what equipment to send.
1.
2.
3.

Is adequate Telco protection in place?:':'.(!f npt,calUhe Telep!1one company)
Does the facility, which houses the phones"have multiple buildings with outside cabling?
If yes, what type of protection is in place for station wiring coming in from other buildings?

4.

In the room where the LazerPhone system will reside, is there adequate space to mount
two 66 blocks per every 24 stations, and one 66 block for every 24 analog trunks? If not,

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
September l~, 2005

81
".J',.,.; ,".

5.

we may need to add more plywood or clean out old equipment.
Is there a good earth ground in the room where the LazerPhone system will reside? If not, .
get one.
.....

In single-building situations it is normal for the station side of a telephone system not to provide
lightning protection, since there is little opportunity for lightning to enter the system through the
telephones. However, when an inmate telephone system includes remote buildings, lightning
can enter the system and may cause the destruction of the station card and/or other hardware.
As this destruction will cause service interruptions and subsequent loss of revenue, GTL will
verify that the telephone company grounding systems meet certain minimum requirements.
The following check list is used to ensure that the system is properly grounded:
1.

2.
3.

4.
5.

All Telco facilities must be protected with gas or solid-state carbons only.
a. Minimum - 5 pin AT&T/Lucent 4B or 5B modules·or equivalent.
b. BEST -5B or 7B solid state modules, (3-5 NS) .
All computer cards must be screwed down tightly to the processor using"star" washers.
All station (telephone) facilities should have 75V protection.
a. Same building locations need fast acting primary protection.
b. Inter building locations must have gas or solid state protection.
RECOMMEND-Model UP-1-75 (2:5 NSr-~' ."~
.. ".. _ ..
All processors should be grounded to the ground "BUSS" using a #12 (stranded) ground
wire secured to the chassis with a "star" washer.
Protector units can be ordered from Graybar.
a. 581 P2 - Protector pack w/o protector modules (25 pair stub in 66 block).
b. 15SCN-75 - Single pin heat coil 75 V solid-state modules. (Porta Systems)

5.1.38

The Bidder must provide a sufficient number ofuninterruptible power supply (UPS)
systems that also have surgepr()t~f!!01;iflt each DOC facility capable of supporting all
·ICS components including recordfug'devices'foratllinimum of one (1) hour.

GTL Response: GTL will comply. In the event of a power failure at the correctional facility,
uninterruptible power supply (UPS) units provide temporary power for the entire system. UPS
units also protect against power fluctuations and surges. GTL will provide UPS units at each
DOC facility capable of powering the entire LazerPhone system for a minimum of one hour. In
the absence of an emergency generator, upon ·exp,iratiori of the UPS, the system shuts down.
Once power is restored the systernwill r~PJ~~w~mputhumaqJ.nJ~rvention and resume normal
. . , .,
'
operations.

5.1.39

The Bidder must provide, install and maintain (according to manufacturer's
specifications) allICS UPS equipment at each of the DOC facilities. The Bidder must

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. IOOO-Phone2006
September 15,2005

82
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replace all UPS equipment upon expjrCltion of the manufacturer's life cycle of the
.installed product.
GTL Response: GTL will comply.

5.1.40

In the unlikely case of the loss of commercial power and the failure of the UPS, the IeS
must automatically restrict or "shut off"
inmate telephones so that no inmate calls can
be made until commercial power is restored and access is once again provided by the
DOC.

all

GTL Response: GTL will comply. In the absence of both commercial power and UPS backup
power, the LazerPhone system would shut down all inmate telephones until power was
restored. Once power was restored the system would reboot without human intervention and
resume normal operations.

5.1.41

The Bidder must describe, in its response, what component redundancy is provided to
limit or virtually eliminate system downtime due to hardware component failure.

GTL Response: GTL will comply. To ensure that LazerPhone records are stored securely
and that all system data are fully recoverable from any type of emergency shutdown, GTL has
built redundancy into every critical aspect of the system.
Twin UPS Backup Power: In the event of a power failure at the correctional facility,
uninterruptible power supply (UPS) units provide temporary power for the entire system. UPS
units also protect against power fluctuations and surges. GTL will provide UPS units at each
DOC faCility. capable of powering the entire LazerPhone system for a minimum of one hour. In
the absence of an emergency generator, upon expiration of the UPS, the system shuts down.
Once power is restored the system will reboot without human intervention and resume normal
operations.
Redundant DOC Data Storage: Both call detail records, and system settings are saved and
automatically backed-up in
.
At the time of an inmate's call, a call detail record is
automatically saved to the DOC facility's;actiY,e' hard 'drive array, backed-up to the facility's
backup storage array, and transmitted to GTL's off.;.site central storage facility~ Any changes
2 to the facility's ~ctive hard
made to LazerPhone system settings are also saved in
drive array, backed-up to the facility's backup storage array, and transmitted to GTL's remote
central storage facility through the secure network.provided by GTL.
At the time of an inmate's call, the call's recorded conversation is saved in • • • • to the
GTL's Response to the
Commonwealth ofMassachl.lsetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No.1 OOO-Phone2006
September 15, 2005

'.J

i .I'.J',.
t!

83

facility's' active hard drive array. Once everY"24 hours, LazerPhone automatically copies
recordings to the facility's backup storage array and transmits a. copy to GTL's off-site central
.
storage facility through the secure network provided by GTL.
Redundant Control Computers: At each UizerPhone Control Center, LazerPhone system
controls are housed in two identically configured computers. If the first computer fails the
second automatically takes over. In the unlikely event that both computers at one LazerPhone
Center fail, the computers at the alternate Center automatically take over all LazerPhone
operations. Each backup computer is independently capable of performing all Management
Control Center functions. Massive generators back up the electrical systems at both the
.
primary (Mobile) and secondary (Houston) Control Center locations.
Tested by a Force Redundant processing, telecommunications infrastructure, facilities, and
trained staff at the Houston Data Center backed up this effort and stood ready to take over if
Mobile had taken a catastrophic hit.
The effectiveness of GTL's Control Center's backup systems was conclusively demonstrated
when the city of Mobile, Alabama took a devastating hit from Hurricane Katrina in August 2005.
Flanked on all sides by the crippled city, the LazerPhone Control Center continued to operate
normally.
While any electronic equipment, especially that which operates continuously 24 hours a day,
365 days a year, is subject to occasional downtimes,. GTL's internal evaluations of
LazerPhone's system performance show. that'we have consistently delivered 99.9995%
system uptime to our sit..~s. ,.
L

....

• ..

l

__ :

'

In all cases, whether a downtime is due to normal equipment wearing or to causes outside of
our control (e.g. inmate vandalism), GTL strives diligently to meet expected response times for
all of our customers. Aspects of this diligence are evidenced in our implementation of a
Continuous System Watch: At installation, the DOC facility's inmatelltelephone system is put
on-line with the LazerPhone Service Center in Mobile, Alabama, and remains so, twenty-four
hours a day, three hundred sixty-five' days a year, throughout the life of the contract. Highly
trained support personnel stand by, watching for any negative feedback from LazerPhone's
continuous self-diagnostic tests. GTL's cor~ Y~HE,!of RESPONSIVENESS includes knowing about
" . ..;;>< :,,;;<,,:
;:'
problems before you do.

5.1.42

It is desirable that the Bidder provide an ICS in which the Central Processor Unit (CPU)
and other critical components are redundant. The Bidder must describe, in its response,
those critical components that are redundant with the proposed ICS.

GTL Response: GTL will comply. To. ensure that LazerPhone records are stored securely
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Callfug System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

'I.~}, :~'r:"""::~-'

':... :',

. . "',' ···_···.····r

84

.•. ;.~ '.

"

and that all system data are fully recoverable from any type of emergency shutdown, Global
.
Tel*Link has built redundancy into every critical aspect of the system.
Twin UPS BacklJP Power: In the event of a power failure at the correctional facility,. twin
uninterruptible power supply (UPS) units provide temporary power for the entire system. UPS
units also protect against power fluctuations and surges. GTL will provide UPS units at each
DOC facility capable of powering the entire LazerPhone system for a minimum of one hour. In
the absence of an emergency generator,uponexpiration of the UPS, the system shuts down.
Once power is restored the system will reboot without human intervention and resume normal
operations.
Redundant Control Computers: GTL's primary LazerPhone Control Center is at our
headquarters in Mobile, Alabama. Operations here are backed-up by redundant controls and
call record storage at our secondary Validation site in Houston, Texas. At each LazerPhone
Control Center, system controls are housed in two identically configured computers. If the first
computer fails the second automatically takes over. In the unlikely event that both computers
at one LazerPhone Center fail, .the computers at the alternate Center automatically take over
all LazerPhone operations. Each backup computer is independently capable of performing all
Management Control Center: functions. Massive generators back up the electrical systems at
both the primary (Mobile) and secondary (Houston) Control Center locations.
Tested by Force Majeure: The effectiveness of the GTLControl Center's backup system was
conclusively demonstrated when Mobile, Alabama took
devastating hit from Hurricane
Katrina in August 2005. Flanked on all sides by the crippled city, the LazerPhone Control
Center . continued to operatenormally)f 'Redundant processing, telecommunications
infrastructure, facilities, and trained staff at the Houston Data Center backed up this effort and
stood ready to take over if Mobile had taken a catastrophic hit.

a

Redundant Record Data Storage: 80th call detail records and system settings are saved and
." automatically backed-up in
. At the time of an inmate's call, a call detail record is
saved to the DOC facility's active hard drive array, backed-up to the facility's backup storage
array, and transmitted to GTL's off-site central storage facility. Any changes made to
LazerPhone system settings are also sav~d in~ to the facility's active hard drive array,
backed-up to the facility's backup storage' array/arid transmitted to GTL's remote central
storage facility through the secure network provided by GTL.
to the
At the time of an inmate's call, the call's recorded conversation is saved in _
facility's hard drive. Once every 24 hours, LazerPhone automatically copies recordings to the
facility's backup storage array and transmits a.copy to GTL's off-site central storage facility
through the secure network provided by GTL

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

85

5.1.43

The Bidder must provide standard hardware and software enhancements/upgrades to the
proposed ICS at no cost to the DOC during the term of this contract. The installed ICS
at each DOC facility must always be at the latest general release of tHe system's
available hardware and software including operating. systems for the system
administration and system reporting function. Beta and field tested hardware and
software must not be provided unless specifically approved by the DOC. Prior to any
hardware and/or softWare upgrades or enhancements; the Bidder shall discuss the
software benefits with the DOC and proceed only after DOC approval.

GTL Response: GTL will comply. LazerPhone software updates are provided periodically to
all LazerPhone sites throughGTL's secure Web Server. The latest version of LazerPhone's
management software, containing any new features or enhancements that were developed,
tested, and incorporated into the product since the last update, automatically downloads to the
DOC's workstation when an authorized person at the facility logs into· the system. These
softwar~ updates are provided at no cost the DOC. Should the release of an updated version
of the LazerPhone control· program require an upgrade in hardware to ensure proper
functionality, the DOC will be notified and the hardware upgrade will be provided at no cost to
the DOC, prior to the upload of the new release to GTL's server.
LazerPhone has an almost unlimited capacity. for hardware expansion. New telephones and
whole new facilities can be added with minimal or no. disruption to the functionality of an
existing system. When new facilities are planned, Global Tel*Link reviews costs and expected
revenues from the new facility's inmatephonesJo determine iran adjustment to the DOC's
current commission is appropriate.

5.1.44

Telephone network services provided by the Bidder shall not be capable of being
detected bythe called party for calling number identification (Caller ID).

GTL Response: GTL will comply. Caller 10 will be suppressed on all lines that service inmate
telephones. Called parties will not have. the, capability to identify the number from which an
inmate's call originates.
..',,-, lfP'.\i\r.·'i~~.·::;:'l.t,··-!{;; :'-::T":

5.1.45

The Bidder shall provide local exchange service for pre-paid debit-based ·calling and
collect calling use at eac~ DOC institutio~. The loc~ calling area shal~e . . ~q~al to or
greater than the local calhng area defined ill the Venzon Massachusetts"'U!paftment of
Telecommunications and Energy (DTE) Tariff (MA DPU #10) for each of the DOC's
facilities.
.
.. . ,
;

)~:

"'-

.

GTLRe$ponse: GTL will comply.·
GTL's Response to the .
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

86

5.1.46

.
.
The proposed ICS must allow
..
-.,..- ..
... ---"".-::t.=_
- _.-_ . . . . _._.. . . __ _ _--- £
• by DOC personne1. This monitoring must be allowed by specific inmate
telephone, specific inmate PIN or by called telephone number. Any and all
equipment and software required to p~rf0rm this function must be provided with the
proposed system.
~

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2

. The Bidder must describe, in its response, how this will be
accomplished with the proposed system.
GTL Response: GTL will comply. LazerPhone has built-in state-of-the-art monitoring and
recording capabilities with no interference. to' current recording operations. By default, all
inmate conversations are recorded and can be monitored, except those to approved legal
counselor those for which monitoring and recording have selectively turned off by-authorized
facility personnel.
Current inmate call activity may be visually mqnitored on a Call Monitoring screen at the
LazerPhone workstation and/or audil;Jly monitored by directing a live conversation to the
.
_
.
Because both visual
workstation's
and' audio monitoring are seamlessly inte_9,rat!3~ into LazerPho!1e's
environment, .
monitoring does not interfere with recordirl~fa'Mfis not detectable by either the caller or the
.
.
recipient of the c a l l . '

VISUAL CALL MONITORING

Authorized personnel may watch the status of phones and
at the local
workstation or a workstation at
LazerPhone provides a visual display of
all call activity in real time on the Call Monitoring screen.
:," -: ." : <rldt':'~~~-!-\"'r1 '-., :: . '

87

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No, 1000-Phone2006
September 15,2005
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88

GTL's Response to the
Commonwealth ofMassil.chusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
September 15, 2005
-.,'.t'.

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--------_._----< -------- - ----------

5.1.47

The collect call automated announcement function of the Secure Inmate Calling System
must be capable of processing calls on a selective bi-lingual basis: English and Spanish.
The inmate must be able to select the preferred language using no more than a two digit
code.'-·

GTL Response: GTL will comply. By default, LazerPhone's automated operator's prerecorded messages are available in English and Spanish. LazerPhone supports prompts in up
to
If the facility has a need for an
Modifications to pre-recorded messages are also provided at no cost.

5.1.48

It is desirable that the rcs be capable of processing calls in additional languages than
-those requited in 5.1.47. The Bidder must list, in its response, the languages available
with the proposed ICS.

GTL Response:

GTL will comply. By default, LazerPhone's automated operator's prerecorded messages are available in English and Spanish. LazerPhone supports prom ts in up
to
.If the faCility has a need for an
recorded messages are also provided at no cost.,·.
. ( , !.~ " ~ .: ~ 1

5.1.49

.;

The proposed Sycure Inmate Calling Systetn must allow for the DOC to program times
when: the sy1iem will be availablefor 'una"mtble to inmat~callitig. -~The Bidder rinist-·
describe, in its response, how this is accomplished.
-.
~~

GTL ~esponse: GTL will comply. The Lazerphon~ system i'ifJM~esa Call Sch~~uler that can
" restrict inmate telephone usage to particular hours of .the day. Phone ON/OFP'tlmes maybe
_schedul~d for all inmate phones, anindiviqd~j:ph,on~::~groupo(phones (e.g. 'all phones a
. cell block), or assigned to an inmate pIN. Telephone usage time for each day of the week is
,i. setup using a twenty-four hour clock. A sep~rate schedule may bti set up for each day of the
. week and for h o l i d a y s . '
• ;<

in

... ~ ,.....~. ,.t .

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

89
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Personal Identification Numbers (PINs)
It is the intention of the DOC to implementthe proposed IeS in a collect call mode with the use
of inmate Personal Identification Numbers (pINs). The proposed Ies must operate in pre-paid
debit mode for international-calling outside of the North American Dialing Plan. Whether in
collect call mode or pre-paid debit mode, the proposed IeS must adhere to the following
requirements for PIN operation.

GTL Response: GTL will comply.
5.1.50

The IeS must restrict use through authorized Personal Identification Numbers (pINs)
assigned to each inmate. The lenith of these PINs must be determined by the DOe and
remain consistent throughout DOe facilities.

GIL Response: GTL will comply. -Lazer~ho'ne's integrated PIN system is used to control,

monitor,' and report -telephone useageby individual inmates. A LazerPhone Personal
Identification Number (PIN) can be 4 to 15 digits long, as determined by the DOC and will be
consistant throughout DOC facilities.
GTL'g Response to the
Conunonwealth ofMassachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

90

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Control: Custom calling restrictions may be added to any inmate's LazerPhone PIN
account. An inmate's PIN account helpsgovem his/her calling privileges, which may be
restricted by a Call Allow list (personal allowed numbers), a custom Block List (personal
disallowed numbers), and/or a Call Schedule (times of day, week, etc. that calls can be
placed).
Monitor: LazerPhone PINs allow facility personnel to be_ awari~'~:::~=::===~

MIII-."

e
The visual' monitoring of calls-in-progress, via LazerPhone's
screen, .
. Report: Call Activity reports can be printed from the LazerPhone workstation for a
particular PIN, a groupof PINs, or all PINs.
Debit Accounts forPrepaid Calls: When PINs are operative, the facility may elect to allow
inmate the use of LazerPhone's Debit system for prepaid calls.
Interface To The DOC's Inmate Management System.
GTL will me'et with the DOC to decide and establish efficient interfaces and mechanisms
between the DOC's IMS and our LazerPhone~s~.EINsystemto track and upd'e daily inmate
admissions, transfers, and releases. GTL can make use of established mechanisms such as
LazerPhone's Portable PIN Feature with Transfer Reports, GTL's existing platformindependent IMS interface, on-site system administrators, as well as any additional interfaces
.
or mechanisms that may need to be developed to meet the DOC's needs.
LazerPhone's Current Interface Capabilities
Inmate Management System Interface:.,~I~.C\.lrr,ently has '. a. platform-independent interface
any changes made to individual
program' can allow LazerPhone to receive in
inmate accounts within inmate management systems,· assuming those change~ are also
appropriate to LazerPhone PIN accounts. Additionally, our existing interface program. is
capable of fully updating each DOC facility's PIN database once every twenty-four hours, to
add new PIN accounts.

GTL's Response to the
Comm\lnwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No; 1000-Phoile2006
September 15,2005

----,--

-- _._-----

-.-

PIN, Old Facility, New Facility, who logged the change (by an authorized person at the
workstation or by automatic detection of the LazerPhone system), and the date and time the
transfer was logged.
Standard Pin Account Setup
For. the_ROC's information, below we explain LazerPhone's other standard--~PIN:syst-em'
- capabilities, which may 'or may'lflot be appropriate for integration into·'the potential interface
with the poe's Inmate Management System.
,.-.;jl'

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L

-

Activating LazerPhone's PIN system 'is free' of any dost to the DOC and the use of PINs does
not impact the DOC's revenue from the LazerPhone system in anyway.
A LazerPhone Personal Identification Number (PIN), which can be4 to 15 digits long, may be
the inmate's social security number, a booking or other number issued by the DOC, or a
number that is automatically generated by the LazerPhone system.
A PIN account may be setup by a system administrator or other authorized personnel at the
system workstation or through a simple Auto-Enrollment procedure performed by the inmate,
usually at the time of booking. Likewise, a Call Allow list (limited list of approved numbers) for
each PIN can be set up at the workstation oLLazerPhone can auto-generate a Call Allow list
for each inmate, comprised of the first few destination numbers where the inmate's calls are
accepted. The facility decides how many. telephone numbers LazerPhone may' add to an
inmate's automatically generated list and authorized personnel may view or modify Call Allow
lists at the LazerPhone workstation.
Example Inmate PIN Auto-Enrollment Procedure
After receiving a PIN, brief instructions .fromtacorrectional officer, and a ficitiousphone
number to use during auto enrollment, the inmat~pic~s up the handset of a designated phone
and follows the instructions of an automated operator.
1. The automated operator instructs the inmate. to choose theperfered language.
2. The automated operator instructs the inmate to enter the number he or she would like to
- call. (In this case, the inmate enters the ficitious phone number.)
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3. The automated operator instructs the inmate to enter hiS or her -PIN' on theitelephonE¥i
. keypad.
-.~
'.f; .

4. The automated operator te.lls the inmate that, at the tone, he or she will have two seconds to

speak his. or her name cli:arly into the mouthpiece. (The name is permanantly stored in the
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

92
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PIN file.}
5. The automated operator will inform the inmate that he or she has completed auto enrollment
and may now use the telephones in the facility.
Example Inmate PIN Call Procedure
1. The inmate picks up the handset and .at the prompting of an automated operator,
designates with a key-press the preferred language (English, Spanish, etc.).

2. Following the automated operator's instruction, the inmate dials the desired area code and
destination number.
If the number is disallowed at the facility level, the inmate is informed that the number is
not permitted and the call is terminated. If the number is aI/owed, the call proceeds.

3. Following the automated operator's instruction, the inmate designates with a key-press
whether the call is to be collect, person-to-person, or prepaid.
4. Following the automated operator's instruction,theinmate enters his/her PIN on the keypad.

The system checks the inmate's PIN account to see if the destination' number is
allowed. If sO,the system retrieves the inmate's pre-recorded name, which will be
presented, along with the name of the correctional facility and other information, when
the called party lifts the receiver. After listening to options pre~ented by the automated
operator, the called party either accepts,Or rejects the call.

Advantages of LazerPhone's PIN System
Although optional, the use of LazerPhone's PIN system allows the system's powerful call
control options to be applied on an inmate~by-inmate basis,

Set Call Duration by PIN: Unique call duration may be assigned to individual inmates. This
duration can be programmed from one (1) minute to two hundred fifty-five (255) minutes in one
(1) minute increments. In addition,a warning prompt or tone will notify the inmate that the call
duration'is approaching the preset time limit.
Set Call Velocity by PIN: An inmate can be restricted to the number of. calls he/she can make
during a specified time period. This time period can be set for hours, days, weeks, etc.
Set
workstation

By PIN: Facility personnel can enter
via the on-site
SbOl!ld an inmate attempt to dia1oneof these numbers tbe I azerPbOne

GTL's Response to the.
ConunonwealthofMassachusettsDOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

" ,
' '.
'<. "J! Uk GOi(~

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"'_"':'"

93

Management Control Center computer will'dial uj)to three destination numbers

r

..
:.
.
:=-.:=:acI:=-t(bYhiSOr
her PIN number). LazerPhone will make three attempts to complete these calls.
.
Obtain Management Reports by PIN: When PINs are in use, the system administrator can
create reports including inmate PINs. The inmate, PIN number- can become a parameter by
which calls are sorted or by which reports are printed.
Set Phone Usage Times by, PIN: Each PIN can be programmed to include specific phone
usage times. An individual inmate mc;iy be restricted to specific time of day calling, specific day
of week calling, or specific holiday calling.
Set Programmable Free Calls By PIN: Specific telephone numbers may be flagged as "free
calls" when dialed by an individual inmate PIN. ,However, free calls can have a negative effect
on gross revenue generated by the system. When an inmate is assigned a PIN (either
automatically by the LazerPhone system or by manual entry) the PIN is immediately activated
and the inmate can begin placing calls using his or her PIN. The LazerPhone system operates
in~d thus, there will be no delay pr lag time between PIN assignment anq use.
Suspend Calling Privileges by PIN: An inmate's PIN can be turned off (deactivated or
suspended), disallowing all calling by that inmate, without affecting any other inmate's ability to
place calls. This is accomplished by clicking the Deactivatedor Suspended radio-buttons on
the inmate's Detailed Account Information file'. A deactivated· PIN will remain so until an
authorized person at the workstation manualiy reaCtivates the account. A suspended PIN will
automatically reactivate after a specified date. ,..
Limit Calls to An Approved List of Numbers: A LazerPhone Call Allow List, that'will restrict
calls to a limited list of approved numbers, can be assigned to each inmate PIN. Call Allow lists
can be setup at the system workstation or, to save administrative time, LazerPhone can be
instructed to automatically generate a Call Allow list for ~ach inmate, based on the first Jew
numbers where the inmate's calls is accepted. The facility'decides how many teleph'one
numbers LazerPhone may add to an inmate's automatically generated list and authorized
personnel may view or modify Call Allow lists at the LazerPhone workstation.
•

5.1.51

•

•

1

:-.-!-'!)f",

.'

The proposed ICS must allow for the cross-referencing of inmate PINs to the DOC
inmate commitment number allowing for DOC personnel to search by commitment
number for call records and call recordings. The Bidder must describe, in its response,
how this will be accomplished with the proposed system.

GTL'sRespOnile to J,h.e
Commonwealth ofMassachusetls DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No, 1000-Phone2006
September 15,2005

94

a

GTL Response: GTL will comply. LazerPhone provides split-PIN option that effectively
permits cross-referencing of inmate PINs tp the DOC commitl!lent number. A LazerRhone
'.; Pef.§onalldentification Number (PIN) can be 4 to 15 digits Ibng~ For example, the split-PIN
might be the inmate's commitment number folloWed by a 4-digit personal identifier code.

5.1.52

The Bidder must.provide appropriate three-part forms (See Attachment E) to allow for
PIN and allowed telephone number list assignments.

GTl Response: GTL will comply. GTL will provide the required forms.

5.1.53

The Bidder shall be responsible for the administration orall inmate PIN through its Site
Administrators (See Section 5.12).

.GTL Response: GTL will comply. GTL will provide a Site Administrator for each DOC facility
to be responsible for the administration otall inmate PINs.

5.1.54

Although the IeS installed at the DOe will initially operate solely in collect call mode,
the IeS must be' capable of utilize the PIN feature for pre-paid debit as well..
GTL Response: . GTL will comply. LazerPhone can operate solely in collect call mode, but
can also provide prepay call options to both inmates andthe people they call.
For inmates, LazerPhone has an integrated Debit Account system that can be funded either
by' direct deposit, which is managed through' the LazerPhone workstation, or with pre-paid.
Vouchers that inmates purchase from the 'facility' or the facility's commissary and "cash" at
inmate telephones. LazerPhone's innovative prepaid voucher system is more secure and
easier to use than calling cards. It also eliminates the need for facility personnel to manage
inmate Debit Account funds. See below: How GTL prepaid vouchers Work.
For called parties, LazerPhone has an automated AdvancePay program that allows an
inmate's friends and relatives to prepay for his/her current or future calls using a VISA or
Mastercard. See below: Automated AdvancePay Program for Families and Friends.
'J..

How GTL prepaid vouchers Work
The prepaid voucher is more secure than a prepaid calling card, because the one-time
"cashing" process transfers the entire value of the voucher to the inmate's Debit account.
Unlike calling cards that are subject to loss or theft before their full value has been used, after
"cashing" the prepaid voucher has no further value and can be discarded.
When LazerPhone's Debit system is active, at the beginning of each call attempt, if the inmate
chooses the prepaid call type, the system's Ci'utQrnated operator reports the current balance in
GTL's Response to the
Commonwealth ofMassachusetfs DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

95

:'.-,'

_...... -':: ..

the inmate's prepaid account. If the balance is sufficient, the cost of the current ~all can be
automatically deducted from the account. Inmate debit accounts can be added, updated,
deleted, or closed at the LazerPhone workstation.
The facility or the facility's commissary orders prepaid vouchers from Global Tel*Link and sells
them to inmates wishing to make prepaid calls. Once in the inmate's possession, the voucher .
is taken to any inmate phone. After choosing .a language and entering a destination number,
the inmate selects menu option 5 to begin .the "cashing" process. Following automated
prompts; the inmate enters his PIN, the voucher number, and the voucher value. If the PIN is
valid ·and the voucher has not been previously used, the value of the voucher is transferred to
the PIN account. The inmate may now place prepaid calls by simply choosing the prepaid call
type and entering his/her PIN during call setup - the voucher number is no longer needed.
Unlike prepaid calling cards that retain value and are subject to being stolen, once "cashed"
(meaning the voucher number has been recorded by LazerPhone) the voucher is useless and
can be discarded.
If inmate friends and famiiy members wish to purchase prepaid vouchers for an inmate, they
can do so by depositing money into the inmate's commissary account. The inmate can then
purchase a voucher using the money deposited in his commissary account.
When an inmate leaves the facility with funds still in a debit account, the facility or commissary
may request a refund, or the inmate's LazerPhone PIN, with its associated Debit Account, may
simply be deactivated. If the inmate is re-booked in the future, he or she can use the same PIN
for making prepaid calls.
Call Control
Because this prepaid option operates on Global Tel*Link's platform, prepaid calls are subject
to the same call controls as collect calls. Prepaid calls must be validated before the system
will connect the call. Once conneCted, the· call is SUbject to the facility's call duration
restrictions, time of day restrictions, blocked number restrictions, and all other call restrictions.
Refunds
Refunds will only be made upon an inmate's .release from jail. To obtain a refund, the facility
and/or the commissary company must mc*~ C!;.Yv.fitten refun<:t request on the inmate's behalf.
The request must include the PIN, the inmate's name, the mailing address, and the facility
name. A refund will only be made if requested by the facility and/or the commissary company.
Inmate requests for refunds will be denied. As Global Tel*Link is pricing the prepaid calls on a
surcharge and per minute basis, the amount of money leftover should be minimal.
Benefits of prepaid vouchers

;i

Friends & Family Friendly:
.. :,
Prepaid vouchers can be sold via the facility ie6mmis~arysystem. Therefore, inmate friends
~

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

96

.....-....':.•......

and family can deposit money into the commissary account for the purchase of prepaid
vouchers. There are no fees associated with these vouchers.
Less Manpower Required:
A system administrator will not have to enter debit account deposit amounts at the workstation.
By. having the inmate "cash" the voucher, this responsibility is shifted to the inmate.
~

~ No Third Party:
. .
The system runs on Global Tel Link's platform with no third party involvement necessary. As a
result, Global Tel*Link does not need to rely on a third party for any aspect of the. program including the printing of prepaid vouchers.

Security:
Prepaid vouchers can be thrown away after being cashed at an inmate phone. Unlike
similar programs, inmates do not have to retain actual cards that can be stolen.
~

~ Reconciliation Reports:
Since the prepaid voucher or debit method programs runs on the Global Tel*Link's platform,
LazerPhone provides detailed, accurate reporting capabilities through the reconciliation reports
to manage the Prepaid Debit and the prepaid voucher programs. These types of repo~s can
be printed via the facility LazetPhone workstation:
•

1 .~..:

:.-,:

AUTOMATED ADVANCEPAY PROGRAM
FOR FAMILIES AND FRIENDS
Calls that may be otherwise blocked may now be completed through Global Tel*Link's
AdvancePay program.
Automated AdvancePay Setup: When an inmate attempts to dial a number that has a
financially-based block, AdvancePay will place the inmate on hold while the option is given to
the called party to set up an AdvancePay account that will allow inmate calls, up to a speCified
amount, to be charged to the party's VISA or Mastercard. Once the called party provides the
appropriate information, the inmate is connected.
The opening message to a called party regarding AdvancePay is similar to:
"Your telephone service provider does not allow collect calls from ... ".
"If you would like to accept this and future collect calls, you must establish a pre-pay
account. We accept Visa and MasterCard. If you would .like to set up an account and
accept this call please press .. , ".
>'
'.
Once the appropriate key is pressed to. \ jndicat~ "yes", prorTlpts will walk the called party
'-.....
,'.
" _
.
through the remainder of the set up process. The option is given to set up a $25.00 or
'..

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

".. ,:.... ""-i,l....

\I c~

,~_

97

$50.00 prepayment. Once the account has been established and payment made via credit
card, the current call will connect.
After the p~e-pay account is established, collect calls to the telephone number may be placed
up to the prepaid amount. After the prepaid amount is depleted, the system will inform the
user that a prepayment must be made before additional calls can be received. Customers are
also given the option at that time to increase their amount from a $25.00 limit to a $50.00 limit.
Non-Automated AdvancePay Setup: For people who do not have or choose not to use a
VISA or Mastercard, AdvancePay's automated operator also provides a telephone number to
Global Tel*Link's live AdvancePay operators, that the call recipient may dial to setup an
AdvancePay account using other methods of payment.

5.1.55

The ICS must allow each PIN to have a "class of service" assigned. For example, each
"PIN shall have a list of allowable telephone numbers, the maximum duration of each call,
etc. The proposed system must provide call restrictions by PIN that provide the
following restrictions at a minimum:

GTL Response: GTL will comply. LazerPhone's integrated PIN system allows a "class of
service" to be assigned to each inmate to control, monitor, and report telephone usage by
individual inmates. "Class of service" assignments include the following options:
Set Call Duration by PIN: Unique call duration may be assigned to individual inmates. This
duration'can b'e programmed from one (1) minute tp two hundred fifty-five (255) minutes in one
(1) minute increments. In addition, a warning prompt or tone will notify the inmate thatthe call
duration is approaching the preset time limit.
Set Call Velocity by PIN: An inmate can be restricted to the number of calls he/she can make
during a specified time period. This time period -can be set for hours, days, weeks, etc.
'Via the on-site
Set ' . - . By PIN: Facility, pers~Qn.n~k,canenter, , , '
workstation. Should an inmate attempt to dial one of these numbers, the LazerPhone
Mana ement Control Center computer will dialup to three destination numbers
and report the
LazerPhone will make three attempts to complete these calls.
Obtain Management Reports by PIN: When PINs are in use, the system administrator can
create reports including inmate PINs. Thejnmate PIN number can become a parameter by
'..., J .~,!
which calls are sorted or by which reportsa'r~iprr;1ted.·;;·-"

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure lrunate Calling System & Related Services
DOC file No. IOOO-Phone2006
September 15,2005

98

..

__ ._--

~-

-_. -

....

-----

Set Phone Usage Times by PIN: Each PIN can be programmed to include specific phone
usage times. An individual inmate may be restricted to specific time of day calling, specific day
of week calling, or specific holiday calling.
Set Programmable Free Calls By PIN: Specific telephone numbers may be flagged as "free
calls" when dialed by an individual inmate PIN. However, free calls can have a negative effect
on gross revenue generated by the system. When an inmate is assigned a PIN (either
automatically by the LazerPhone system or by manual entry) the PIN is immediately activated
and the inmate can begin placing calls using his or her PIN. The LazerPhone system operates
in~and thus, there will be no delay or lag time between PIN assignment and use.
Suspend Calling Privilege~ by PIN: An inmate's PIN can be turned off (deactivated or
suspended), disallowing all calling by that inmate, without affecting any otherinmate's ability to
place calls. This is accomplished by clicking the Deactivated or Suspended radio-buttons on
the inmate's Detailed Account Information file. A deactivated PIN will remain so until an
authorized person at the workstation manually reactivates the account. A suspended PIN will
automatically reactivate after a specified date.
Limit Calls to An Approved List of Numbers: A LazerPhone Call Allow List, that will restrict
calls to a limited list of approved numbers,can be assigned to each inmate PIN. Call Allow lists
can be setup at the system workstation or, to save administrative time, LazerPhone can be
instructed to automatically generate a CallAllow'listfor each inmate, based on the first few
numbers where the inmate's calls is accepted.' The facility decides how many telephone
numbers LazerPhone may add to an inmate's automatically generated list and .authorized
personnel may view or modify Call Allow lists at the LazerPh.one workstation.

•

Placing of Calls: Inmates can be either approved or not approved to make phone
._~ calls.: by:PIN;
.
>......:.'1

"
..
GTL Response: GTL will comply. The use'of PINs is entirely optional. The DOC may approve
.....
,~,
or not approve phone calls by PIN.
.
.
,:,;

•

-'

~.

Use of Specific Telephones: Inmates, via the PIN, can be restricted to a specific
telephone or group of telephones, at the DOC's option;

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

99

-- --- ---

----.-_._--_ ..

----------

GTL Response: GTL will comply.

•

Duration of Call: Maximum call duration can be set globally (all PIN's), by site,
by facility ar~a, by individual inmate's PIN, by type of call (Local, IntraLATA,
InterLATA) at the DOC's option;

GTL Response: GTL will comply. LazerPhone can limit the duration of inmate calls from one
(1ftcftwcf'hundred fifty-five (255) minutes, in one-minute intervals. A call duration limit may be
applied globally to all system telephones and selectively applied to logical groups of phones
(cell block, building, etc.), individual telephones, individual inmate PINs, and to individual
destination numbers. Call durations are set and changed entirely at the DOC's discretion and
are adjustable at the system workstation at each location.
LazerPhone can be configured to include a warning tone or voice message to announce the
impending disconnect of the phone call. The playing of the warning tone or message is
configurable by seconds left in the call. For example, it can be configured so that the prompt
plays 60 seconds prior to call termination, and again at 30 seconds (10 seconds, etc.).
Termination messages may be changed at the DOC's discretion.

•

Time of Day Calling: An allowed calling schedule can be provided for each
specific PIN, by facility area, by site and globally (all PIN restrictions)at the DOC's
option.

GTL Response: GTL will comply. An allowed calling schedule can be assigned to each
specific PIN or to inmate telephones by facility area, by site, and/or globally for all inmates at
the facility. Call schedules can restrict calls to ,specific times of day, specific days of week,
and can be the same or different for holidays.

•

Specific PIN: Restrict an inmate under disciplinary action from placing all calls
assign to his particular PIN with the exception of privileged numbers (e.g.,
attorney, approved clergy and social work professionals).
1""

~"E{."':'-;:".

-

~,:-~.

"'.

GTL Response: GTL will comply. An inmate's' PIN can be turned off (deactivated or
suspended), disallowing all or selected numbers on an inmate's Call Allow list. This is
accomplished by selecting Deactivated or Suspended option on the inmate's Detailed Account
Infpcmatjon

We

A deactivated piN pc selected

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

QI

ImhA(S

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remain

so· ''OW an

100

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authorized person at the workstation manually reactivates the account. A suspended PIN or
selected numbers will automatically reactivate after a specified d<;ite.
.

.

Within the Detailed PIN Account Information for Call Allow lists, authorized personnel are able
to deactivate or suspend numbers on the inmate's personal list, without deactivating or
suspending the inmate's ability to call "privileged numbers", such as attorney, approved clergy,
or social work professionals.

•

Restriction: Set call duration, set number of calls per day, set only certain
numbers per PIN, etc.

GTL Response: GTL will comply. LazerPhone's PIN system allows class of service
assignments to individual inmates that include specified call duration, a set number of calls per
day, and limited call allow lists that permit calls only to certain numbers.
A LazerPhone Call Allow List, that will restrict calls to a limited list of approved numbers, can
be assigned to each inmate. Call Allow lists, which work in conjunction with inmate PINs, can
be setup at the system workstation or LazerPhone can be instructed to automatically generate
a Call Allow list for each inmate.
Manual Setup of Call Allow Lists: At the LazerPhone system workstation, an authorized
person can manually create or modify a Call Allow List for a selected inmate. After logging into
the system, the authorized system user cHicks the Accounts button to access a list of inmate
PIN Accounts and does the follOWing:
..
1. Click the inmate PIN of interest to open the inmate's Detailed Account Information sheet.
2. Click the Manage Call List button on the sheet to open the Call List.
3. Type in the telephone numbers the inmate is allowed to call.
4. Close the Call List.
5. On the Detailed Account Information sheetclick Call Allow to activate the list.
.-.-:"

The neW list will be immediately recognized by the system, so from that point forward the
inmate's calls will be limited to the numbers on the Call Allow list.
Automatic Generation of Call Allow Lists: To save administrative time, LazerPhone's
101
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

I;

---_._----_ _._--_._..

...__....

~1'tt;:"
innovative Self-Learning feature can be activated to automatically generate a Call Allow list for
each inmate PIN, comprised of the first few destination numbers where the imate's calls are
accepted. The facility decides how many telephone numbers' LazerPhone may add to an
inmate's automatically generated list and authorized personnel may view or modify Call Allow
lists at the LazerPhone workstation.
Since a Call Allow list permits calls only to a shortlist of numbers that are significant to the
rightful owner of a PIN, Call Allow lists have proven to be a simple and effective deterrentto
inmate PIN sharing.

5.1.56

The ICS's PIN feature must ensure that the automated operator function uses the
inmate's pre-recorded name (recorded in either the inmate's voice and language, orin
the voice of an administrator) to announce to the called party from whom the call is
originating. Identification of the specific inmate and thus the announcement of the
inmate's name must be performed by the PIN assignment. This feature will be
implemented at the discretion of the DOC.

GTL Response: GTL will comply. When PINs are used, an inmate's prerecorded name, in his
or her own voice, is stored in the individu~I's PIN file. The inmate's name is recorded at the
time he or she auto enrolls into thePli'fSYstemlifapp·iicable)or·at"the time of the first call after
a PIN has been imported from the DOC's Inmate Management System or, if applicable, set up.
by an authorized person at the system workstation..

At the time of a call, the automated operator obtains the inmate's name as follows:
If PINs are in use, the automated operator instructs the inmate to enter his or her PIN,
then the inmate's pre-recorded name is retrieved from the individual's PIN file.
:

i ~

If PINs are not in use, the autom,3'te'(('''ol:Wfiafor says, j'Atthetone, state your name." The
name is stored in temporary memory. By default, the inmate has a two (2) second
window in which to state his/her name. The time window is programmable for longer or
shorter periods.

5.1.57

The ICS must use an announcement format similar to the following:
"You have a call from 'inmate name', an inmate at 'facility name'. Call
The cost of this call is $X.XX
forwarding or 3-waycalling'arJh~t'allowed.
for the first minute, and $.XX for each additional minute. To consent to
these charges and accept this call, please press 0."

GTL Response: GTL will comply. By default, LazerPhone's automated operator delivers an
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No: 1000-Phone2006
September 15,2005

102

--_ .....- ._-_.•

_

..

_----

..

---

..

'.'

._.

opening message to the called party similar t()the above wording. At the time of installation,
default wording is modified to exactly meet DOC specifications.

5.1.58

The ICS's PIN feature must allow the recording of inmate calls to be discontinued when
certain pre-determined telephone numbers (privileged telephone numbers) are called.

GTL Response: GTL will comply. Recording parameters are user-selectable. By default, all
inmate calls are recorded and may be audibly monitored by authorized personnel, except
those to approved legal counselors or other privileged numbers. At the system workstation,
authorized personnel may turnoff monitoring and recording for other calls by • • •"

5.1.59

The proposed ICS must provide for telephone lists to be assigned to each particular
inmate's account information. These telephone lists must be restricted and controlled by
the inmate's PIN.
.

GTL Response: GTL will comply. A LazerPhone Call Allow List, that will restrict calls to a
limited list of approved numbers, can be assigned to each inmate. Call Allow lists, which work
in conjunction with inmate PINs, can be setup at the system workstation or LazerPhone can be
instructed to automatically generate a Call Allow list for each inmate.

5.1.60

The proposed ICS must allow fora minimum of30 telephone numbers to be assigned to
each particul~ inmate's account information. These telephone numbers shall be placed
in the particular inmate's "Approved Number List" assigned to the inmate's PIN.
,.;,;

..... ; . ;

GTL Response: GTL will comply. GTL'sstandard settings permit up to 15 telephone
numbers to be added to an inmate's Approved Number (Call Allow) list. However, this number
.
can be increased to 30 to meet DOC requirements.

5.1.61

The Bidder must state the maximum number of telephone numbers assignable to each
inmate's account.

GTL Response: GTL will comply.. GTL's standard settings permit up to 15 telephone
numbers to be added to an inmate's Approved:'NlJmber(Call,Allow) list. However, this number
can be increased to 30 to meet DOC requirements.

5.1.62

The proposed ICS must allow the DOC to restrict an inmate under disciplinary action
from placing all calls assigned to his particular PIN with the exception of privileged
numbers.

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

103

GTL R~sponse: GTL will comply. An inmate's PIN can be turned off (deactivated or
suspended), disallowing all or selected numbers on an inmate's Call Allow list. This is
accomplished by selecting Deactivated or Suspended option on the inmate's Detailed Account
Information file. A deactivated PIN or selected numbers will remain so until an authorized
person at the workstation manually reactivates the account. A suspended PIN or selected
numbers will automatically reactivate after a·specified date.
Within the
, authorized personnel are able
to deactivate or suspend numbers on the inmate's personal list, without deactivating or
suspending the inmate's ability to call "privileged numbers", such as attorney, approved clergy,
or social work professionals.
"

It is desirable that the proposeq ICS provide for an automatic susp~nsion and
reactivation (after a set period of time) of the inmate PIN.

5.1.63

GTL Response: GTL will comply.
reactivate after a specified date.

5.1.58

"'-,'

With LazerPhone, a suspended PIN will automatically

The proposed ICS shall provide DOC.personnelwith the capability to enter, modify, and
. delete numbers from an inmate's "Approved Number Lists".

GTL Response: GTL will comply. At the system workstation authorized personnel are able to
enter, modify, and delete numbers from an inmate's "Approved Number List."

5.1.64
•

The proposed ICS shall provide the capability to flag an individual telephone number in
the inmate's "Approved Number List" as "do not record". The default setting for each
telephone number will be to;recorq~tintij!ffl.a.ggegl>yDOChpersonnel to the contrary.
'.

'.

"

T-

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'"

.

",. .

.

GTL Response: GTL will comply. Recording parameters are user-selectable. By· default, all
inmate calls are recorded and may be audibly monitored by authorized personnel, except
those to approved legal counselors or other privileged numbers. At the system workstation,
authorized personnel may turn off monitoring and recording for other calls by

'sn

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

104

5.1.65

The proposed ICS must be capable of assigning an inmate's account to an individual
telephone or group of telephones so that the inmate's account may only place calls from
those designated telephones. These telephones must still be capable of being used by
inmate accounts not specifically assigned to them.

GTL Response: GTL will comply.

5.1.66

The proposed ICS must allow for the deletion or disabling of the PIN of a released
inmate while retaining all call records and call recordings associated with that PIN. The
Bidder must describe, in its response, how this will be accomplished with the proposed
.system~

GTL Response: GTL will comply. When an inmate is released from a DOC facility, his or her
PIN is simply deactivated. Should the inmate return to the facility, the PIN is reactivated. All
inmate call records and recording associated with a deactivated PIN are retained.

5.1.67

The proposed ICS must allow for the inmate PIN to be associated or lillked to the
inmate's DOC commitment number. The Bidder must describe, in its response, how this
will be accomplished with the proposed system for. both "active" inmates and "inactive"
(released) inmates.

GTL Response: GTL will comply. Lazerehqn~ provides a split-PIN option that effectively
permits cross-referencing of inmate PINs to the DOC commitment number, by allowing the
commitment number to comprise a portion of the PIN. The inmate's unique LazerPhone
identification code becomes the "split" portion. A LazerPhone Personal Identification Number
(PIN) can be 4 to 15 digits long. Deactivating a PIN upon an inmate's release does notchange
the split-PIN configuration, so the cross link between the LazerPhone identifier and the
inmate's commitment number remains whether the PIN is active or inactive.

Mode of Operation
The DOC operates the current Secure Inmate Calling System in collect call mode. .It is the
intention of the DOC to implement the proposed ICS in collect call mode to all locations within
the North American Dialing Plan while utilizing pre-paid debit mode for calls to international
locations outside of the North American Dialing Plan. The ,proposed ICS must allow the DOC.to
operate in this combined mode.
. ""1'
GTL's Response to the
Commonwealth ofMassachusetts DOC
.Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

105

.

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GTL Response: GTL will comply. Our secure LazerPhone ICS provides collect c~lIing to all
locations within the continental United States, Alaska and Hawaii, and permits, with DOC
approval, international calling utilizing pre-paid inmate debit accounts. LazerPhone processes
international calls in the same manner it processes domestic local and long distance calls,
meaning that pre-set call restrictions apply, the call is recorded and can be monitored by
authQrized personnel, and the inmate never has access to a live operator.

5.1.68

The Bidder shall provide the collect cali services required in the RFR through the use of
an Automated Operator. At no time shall an inmate be connected to a "live" operator.

GTL Response: GTL will comply. LazerPhone provides fully automated operator services
for collect calls, as well as prepaid calls. The inmate never has access to· a live operator. The
automated operQtor gives dialing instructions, call-type and language options, error prompts,
makes initial contact with the called party and provides information about the call, including
the inmate's name and the name of the correctional facility. The automated operator does not
connect.the call until the called party positively accepts it.

5.1.69

The collect call automated announcement function of the ICS must be· capable of
processing calls on a multi-lingual basis: English, Spanish. The inmate must be able to
select the preferred language using no more than a two digit code.

GTL Response: GTL will comply. By default, LazerPhone's automated operator's pre-recorded

messages are available in English and Sp~nish ..LazerPhone supports prompts in up t o "
. If the facility has a need for an
.. . Modifications to
pre-recorded messages are also provided at no cost.
The inmate lifts the receiver and hears the automated prompt: (in English) "Press 1 For
English," (in Spanish) "Press 2 For Spanish" and so on, through each language currently
available in the system, until the inmate makes a language selection.

5.1.70 . Call acceptance by the called partY·"m~'st 'be accomplished through caller confirmation
(positive acceptance). Collect calls shall not be connected nor shall billinK commence
until the called party indicates acceptance of the call.
GTL Response: GTL will comply. LazerPhone requires that the called party positively
accepts an inmate's call by pressing a specified key on the telephone's touch pad before the
final connection is made. Billing of collect calls does not begin until the called party accepts
the call.
GTL's Response to the
Commonwealth ofMassachusetis DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September is, 2005

106

5.1.71

The Bidder must provide, in its response, a list of all countries (outside of the United
States) that can be reached via the ICS operating in a collect call only mode.

GTL Response: GTL will comply. GTL has provided a list of international countries in Exhibit
J.

5.1.72

The proposed ICS must provide notification to an inmate of the call status or progress
(e.g., ringing, busy, etc.). This notificat~on may either be in the form of ringing, busy
tones, SIT tones, or appropriate recorded messages. The proposed ICS must not allow
the inmate to hear the called party priorto the actual positive acceptance (via touch tone
entry) of the call.

GTL Response: GTL will comply. LazerPhone has the capability to allow inmates "on hold" during call
setup to hear recorded messages during a call's progress without being able to hear of communicate with the
called party until the call is positively accepted. ,When ali inmate's call cannot be com'pleted, the
automated operator will notify the inmate using a message similar to one of the folloWing:
"The called number was busy, please try your call later."
'The called party did not answer, please try your call later."
"The called party did not accept yO,ur.. calL",'. '
. ... 1" ..
'"l,~

.' .

"The called party has placed a block on thi~. number."

5.1.73

.,

During the call setup process, the ICS must provide a pre-recorded aruiouncemen~
identifYing that the collect call iscomipg, from·,;a specific inmate at a Massachusetts
Correctional Institute and must be heaf'd by 1)1e answering party. The announcement
must also include: "All telephone calls will.be recorded accept attorney calls and other
privileged party calls".

GTL Response: GTL will comply. LazerPhone is programmed to brand calls with the name of
the correctional facility and the name of the inmate making the call. For example, when an
inmate's collect, station-to-station call is answered, LazerPhone's automated operator will
deliver to the called party a message such as: '
"You have a collect call from [INMATE NAME], an inmate at [FACILITY NAME]. All telephone
calls will be recorded accept attorney calls and other privileged party calls. If you wish to
accept this call, press '0' and hold; to deny to call, .press '5' and hang up; if you wish to block
any future calls of this nature, press '7' for further instrl:Jctions; to hear costs for this call, press
C'"
"
'9' and hold for rate information".'
GTL's ReSponse to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
September 15,2005

107

(:~
.'
~ffIl/'

"-"';;i)~

The exact wording of automated messages will vary slightly depending on call type and can be
altered to exactly suit the facility's need. The DOC's LazerPhone System can also be
configured to play periodic overlay announcements throughout inmate calls at any intervals
requested by the DOC.

5.1.74

The proposed ICS shall process direct dial calls only when the system is operating in a
pre-paid debit-based controlled mode. Direct dial calls must be made through network
services provided by the Bidder at no cost to the DOC.

GTL Response: GTL will comply. LazerPhone process~s direct dial calls only when pre-paid
debit-based controls are operative. GTL provides prepaid direct dial services through our
network and at no cost to the DOC.

5.1.75

The proposed ICS must provide a pre-paid debit based database capability that tracks an
inmate's "telephone usage balance". Such balances shall be maintained by the ICS in
conjunction with the DOC Inmate Canteen Accounts.

GTL Response: GTL will comply. LazerPhone tracks the prepaid balance in inmate debit
accounts. When LazerPhone's Debit system is active, at the beginning of each call attempt, if
the inmate chooses the prepaid call type, the system's automated operator reports the current
balance .in the inmate's prepaid account. If the balance is sufficient, the cost of the current call
can be automatically deducted from the account. Inmate debit accounts can be added,
updated, deleted,or closed at the LazerPhone workstation. The LazerPhone Inmate Debit
Account system can be interfaced with the DOC Inmate Canteen Account system to provide
automatic updating of the inmate's "telephone usage balance".

5.1.76

TheICS shall confirm that funds are available in the inmate's "telephone usage account"
after the telephone number is diale~ by. t,he inmate but prior to placing the call. The
.Bidder must explain, in its response, "'the options' available to the inmate should his
"telephone usage account" be insufficient for the desired call.

GTL Response: GTL will comply.
LazerPhone confirms that funds are available in an
inmate's "telephone usage account" (debit account) after the telephone number has been
dialed, but before the call is routed to the destination number. When LazerPhone's Debit
system is active, at the beginning of each call attempt, if the inmate chooses the prepaid call
type, the system's automated operator reports the current balance in the inmate's prepaid
account. If the balance is sufficient, the cost o{the cu'rrentcall can be automatically deducted
from the account.

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure lmnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

108

~ ~-~~--_ ..

--~~--_._-'----

------_.~

.. ~.~.

_.

If funds in the debit account are insufficient to make a call, the inmate has the option of placing
the call collect instead. The inmate might also choose to add money to his/her debit account
before repl'acing the call.

5.1.77

The proposed ICS must provide for true "answer superVision" for the billing of Direct
Dial charges. Billing shall begin when the call is answered by the called party and shall
terminate when either the inmate or the called party hang up.'

GTL Response: GTL will comply.
LazerPhone' is capable of recognizing legitimate call
answering and acceptance events and can distinguish them from standard or irregular busy
signals, standard or irregular ringing signals, answering machines, cellular phones, pagers,
operator intercepts, quick disconnects, chain dialing, no voice from called party, and other nonconforming telephone activities.

5.1.78

The Bidder must provide a list of international locations (outside the North American
Dialing Plan) that can be reached via collect calling in the forms in Attachment D,

GTL Response: GTLwill comply. GTL has provideda.list of international countries in Exhibit
J.

5.1.79 'The Bidder must provide a list of iiiternationallocations (outside the North American
Dialing Plan) that can be reached via the ICS' pre-paid debit mode in t4e forms in
Attachment D.
GTL Response: GTL will comply. A list of international locations to which prepaid calls can
be made is provided on our completed Cost Table 2.0 (International Call Per-Minute
Schedule).

5.1.80

The Biddermust propose an ICS that can be administered on-site by the Bidder's Site
Administrators or DOC personnel.

GTL Response: GTL will comply. At the LazerPhoneworkstation the System Administrator
provided by GTL or authorized DOC personnel, have access to and control over inmate calls
and all system administrative functions. Frequently used workstation functions include:

~ Inmate Calls: At the LazerPhone workstation, authorized users can visually
and/or audibly monitor inmate calls-in-progress.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

109

I)

';;

1"

Add, Modify, or Deactivate PIN Accounts: Authorized system users are able to create,
modify, or deactivate inmate Personal Identification Number (PIN) accounts. When an inmate
enters the correctional facility, a LazerPhone PIN account can be created either through a
simple PIN Auto Enrollment procedure performed by the inmate or by an authorized person
typing and selecting options at the workstation. When an inmate leaves the facility, his/her PIN
account can be deactivated. Later, if the same inmate re-enters the facility, the account can be
reactivated.
. '." ",.,ie-f); ,ond~~

Modify or Suspend an Inmate's Calling Privileges: The assignment of PINs allows call
re~trictions ~o be applied to individual inmates without affecting the call restrictions Qr privileges
of other inmates.
GTL's Response to the
Commonwealth ofMassachusetts DO~
Request for Responses
Secure Inmate Calling System: & Related Services
DOC file No. iOOO-Phone2006
September i5, 2005

110

----------_._------_._----------- ---

---

(;::~1t:,

5.1.81

The Bidder must propose an ICS that allows for changes to be administered i n , • • • while the system is in use. The proposed system must not require the system to be
taken off line to make additions, changes or retrieve reports.

GTL Response: GTL will comply. LazerPhone allows all changes to be administered in? I
the system is in use. The LazerPhone system does not have to be taken off line to
make additions, changes or retrieve reports. All changes (e-.g. to call restrictions, PIN
assignments, Call Allow lists, etc.) are immediately recognized and enforced by the system.

~hile

.'¥

GTL Response: GTL will comply.
The LazerPhone system's workstation interface is an
easy-to-use Web-based Microsoft Window's program. Authorized personnel manage, monitor,
and report inmate telephone activity using the familiar point-and-c1ick method with intuitively
named on-screen buttons and drop-down menus.

5.1.83

The ICS proposed for the DOC<mus~~ow'-• • • •iII.2• • • • •~_~
•••

~r

;;

_

.

-._.. .

~_ ~

_

;;.

A

~

_

v. [- proposed ICS. This descnptlOn must mclude what IS reqmredbeWIth regard to
_The Bidder
.
in its :esponse, ho,:
WIth the
~ust de~c~be,

this~ll

~c.complished

hardware, software and network services as well as the security procedures involved
with this remote access.
_.

=- •

GTL Response: GTL will comply. GTL provides -l:! unique frame relay or~etwork that
allows the LazerPhone systems at all DOC: Jacilities ,to be networked together via a secure
closed network. Authorized
to llazerPhonE:} records and controls,
from a different DOC facility, or
_
is accomplished though a secure network that is installed, managed, monitored, and
maintained by GTL.
The DOC's LazerPhone Inmate Telephone System can permit authorized users a t - '
0 to access the system's login screen 9f the LazerPhone Web Management ~
control program.
Authorized users have access to

a

s

[ i). The system

allows various
• • • • • •~ feature of
IS In rma Ion IS available online in F??7 I'
the LazerPhone Web Management System.
to all with -a need and the appropriate ~ern~ission _levels. Through this -network, the

.i@7

GTL'sResponsetothe
Commonwealth ofMassachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

--

' -

,-.

--

-

111

~._ ..

authorjiW;rson a:

_._--_._---_._---_ ..

~-

-

p~rmitted1~ t~ ~~r~:'sPs:~~~y ~1~r;~~:r~~~2~u~d:i~:strativi ori

at the LazerPhone workstation at the facility.

System Security: Access to the LazerPhone control program is restricted by

i

a

pass't,'ord
User Security Profile system. A User Login screen that requires a valid password
~nsures that only authorized personnel are permitted to monitor and control inmate telephone
usage.
.prot~cted

A User Security Profile is associated with each valid password. The.~rity Profile record for
each user specifies which LazerPhone functions will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
security levels.
Only a system admini~trato~ wit~. full security ?Iearan~e may access L_~h09.l{.s :,User
Management screen, froln which other User Secunty Profiles may be created'Q1"linodlfled.

•. , :. AOY time a tiser logs into the system, LazerPhone notes the event and the user's identit in t e
system's electronic Log Book. An
;~

Restrictio,IiS, Fraud Control Options and System Security
5.1.84

In order to limit possible telephone fraud, it is mandatory that a fraud I[~vention feature
be available which will be able to randomly interject pre-recorde<Y announ~ements
throughout the duration of the conversation to the called p'arty indicating the source of
the call. The Bidder must describe-iqjt~·proposal in dytail how this is accomplished.

GTL Response: GTL will comply. The DOC's LazerPhone System can be configured to
randomly interject pre-recorded announcements throughout inmate calls indicating that the call
is from an inmate at the DOC facility.

5.1.85

The Bidder must describe, in its response; all <:tetection and prevention capabilities
related to fraudulent, illicit or unauthorized activity available on the proposed ICS.

GTL Response: GTL will comply. Global Tel*Unkemploys both hardware and software
technology to detect and minimize fraudulent use of inmate telephones. Engineers at Global
Tel*Link continuously strive to improve and enhance the system's fraud prevention capabilities.
As improved fraud prevention technology develops and is incorporated into released versions
of LazerPhone, the DOC's LazerPhone system will be updated with the latest version software.
GTL's Response to the
Commonwealth ofMassachusetis DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

'"

112

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.,

Call and Destination Number Validation
Calls through LazerPhone are validated in
Validation, which takes only a few
seconds, occurs during call setup. The destination number is first checked ~gainst facilitydefined restrictions and the inmate's Call Allow list (if applicable). A non-restricted, allowed
number is passed to a contracted Line Information Database (LIDS) hub where it is checked
for fraud/bad debt attributes, operational status, and billable status (e.g. payphones are not
billable). If the destination number is valid, a signal is returned to the phone to authorize the
call. If the destination number is not valid, the automated operator will inform the inmate of this
. .. ..~,;\, ~Ii:,
and terminate the c a l l . ' ,..
Three-Way Call Detect

.~.

Three way calls are detected and processed by an exclusive LazerPhone hardware and
software design that includes the utilization of several patented processes. Global Tel*Link is
fully licensed by the legal owners of the patented processes that we use, so there will never be
a service or functionality loss due to patent issues. Upon detection of a three-way call attempt,
LazerPhone provides the following options:
Disconnect the call
Flag the call for further investigation
Playa voice prompt warning
Any combination of the above options
With current telephony technology there remain challenges to three-way call detection: (1) call
waiting may mimic the sound of a three-way call; (2) call forwarding may not yield a detectable
sound; and (3) noise or conversation orfthe"line m'aymask sounds and signals normally
present during a three.,.way call attempt. LazerPhone' engineers continuously strive to meet
these challenges in more and more effective ways. As fraud prevention strategies evolve and
are incorporated into the· LazerPhone system, new versions of the software will be
automatically uploaded to the DOC's system.

GTL's Response to the
Commonwealth ofMassachusetts DOC
Reqliest for Responses
Secure Inmate Calling System & Related Services
DOC file No.1 000-Phone2006
September 15,2005

".,

113

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Three-way call attempts will be noted on call detail reports by a red highlight. Using the filter
options on the LazerPhone Call Search screen, facility personnel can request reports listing t,
only 3-way call attempts. LazerPhone also detects when extra digits are dialed, and displays j,.
such calls in orange on Call Detail Reports.
Detected three-way calls are highlighted in RED on standard call detail reports.

Detection of Extra Digits Dialed
LazerPhone is capable of detecting extra digits. dialed during an inmate call. The system can
be configured so that upon detection one ,of· the following actions will be taken: call is
terminated, a warning message is played,or both of these. If extra digits are dialed during a
call attempt, the system highlights the call in ORAN(3E on LazerPhone's Call Search screen.
Voice Overlay Announcements
LazerPhone's fraud prevention features include the capability to interject recorded
announcements throughout the duration of the inmate's conversation.

5.1.86

The Bidder must identify, in its response, specific activities the proposed system
... _~

GTL's Response to the
Commonwealth of Massachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

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capabilities shall detect and/or prevent. The Bidder must also identifY, in its response,
possible methods inmates may use to circumvent these capabilities.
GTL Response: GTL will comply. . LazerPhoneis designed to detect and/or prevent:lnmate
calls to disallowed numbers or exchanges (900, 800, 976, 411, 911, 0,00, 10xxx, 950xxx, etc.)
Inmate calls to globally or individually blocked telephone numbers
Inmate calls to un-billable numbers (e.g. public pay phones)
Hook-switch flashing to gain a secondary dial tone
Extra digit dialing
Three-way calls
Inmate attempts to circumvent the system's fraud prevention capabilities fall into four
categories: simple attempts to dial a disallowed or blocked number, hook-switch and keypad
manipulations at the inmate phone, assistance from called parties (e.g. three-way or call
forwarding), and PIN sharing.
Fraud attempts involving either the simple dialing of disallowed/blocked numbers and
manipulations at the inmate phone are easily detected and prevented.. Inmates frequently try
both, but to no avail.
Three-Way Calls: Fraud attempts involving called party cooperation to attempt a three-way
call is frequently detectable. Although there is no way
j[
.
audible detection and
processing of three-way calls has proven to be 100% effective on a clean network 'connection
in test environments. In a working prison environment, 100% of detected three-way attempts
are both prevented and reported by the proposed LazerPhone system.

a.

m

With current telephony technology, however, there remain challenges to three-way call
detection: (1) call waiting may mimic the sound of a three-way call; (2) call forwarding may not
yield a detectable sound; and (3) noise or. conversation on the line may mask sounds and
signals normally present during a three-way call attempt. LazerPhone engineers continuously
strive to meet these challenges in more and more effective ways. As fraud .prevention
strategies evolve and are incorporated into the LazerPhone system, new versions of the
software will be automatically uploaded to the DOC's system.
Call Forwarding:

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ur Fraud Control Department monitors called numbers and we have successfully

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

115

detected forwarded numbers and prevented these numbers from being called again by
inmates. Our Fraud Team works hand in hand with our customers to monitor forwarded calls.'
As a result of the merger of Global Tel*Link and AT&T Inmate Markets, GTL was the first
company in the markt to offer call forw:din g.

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While some inmate telephone providers may claim that they can accurately detect and prevent
remote call forwarding through SS7 technology, .
.
.
SS7 will accurately detect call
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progression
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identified the local telephone number to send this call to, 1[7 _
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The signal that indicates that the local number has call forwarding on the phone
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occurs after the call has been routed to the local phone number.. Thus, .

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PIN Sharing: Fraud attempts involving PIN sharing among inmates is most easily preventable
by the assignment of Call Allow lists to each inmate PIN that are limited to no more than 10 or
15 numbers.

A limited list of approved numbers assigned to each inmate PIN is a passive but powerful way
to deter PIN sharing and greatly reduces i~De n~ed to continuously update blocked numbers.
However, manually creating such a list for eachir'lmat~takes time. LazerPhone's PIN System
solves that problem with an option to automatically ge,perate an initial Call Allow list for every
inmate PIN, based on the first ·destination numbers called after the inmate enters the system.
What began as a theory, has proved to be true in correctional facilities across America. PIN
sharing is least likely to occur in the period immediately following the issuance of a new PIN.
The proven tendancy is to first call loved ones and lawye~s. Each call to a different destination
number fills one of a limited number of "slots:'· available on the list. When the list is full, PIN
sharing becomes useless. Numbers on on~; inmate's personal allowed number Iist,are rarely
significant to another. The facility is free todecide.how, many numbers can be added to a Call
Allow list and free to review and manually change the numbers on any inmate's automatically
generated list.

5.1.87

The Bidder must propose an ICS that is capable of detecting extra dialed digits from
either the called party or the inmate's telephone. The Bidder must describe, in its
response, the options available to the ·DOC upon detection of the extra dialed digits.
(i.e., call termination, system\tarm, log~ng of call to the database, etc.)

GTL Response: GTL will comply.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
. Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

LazerPhone .limits inmate calls to one per connection.
116

Once the automated operator has finished collecting data from the inmate, the keypad is not
rendered dormant, but when extra digits are detected LazerPhOrie notes this and will respond
according to the DOC's pre-defined preference to: flag the call for further investigation, playa
warning message, terminate the call, or a combination of these options.

5.1.88 -The Bidder must propose an res that is capable of detecting unusual or suspicious
number sequences dialed or dialing patterns which the system identifies as possible
attempts to commit fraud. The Bidder must describe, in its respons-e, the options
...
available to the DOC upon detection of the unusual or suspicious number sequences.
.

~

.:~

GIL Response: GIL will comply.
LazerPhone limits~nrp~te calls to one per connection.
Once the automated operator has finished collecting data from the inmate, the system is
capable of detecting extra digits dialed or other suspicious activity on the line that may indicate
a fraudulent attempt. Ihe system can be preprogrammed to respond in one of several ways
when LazerPhone detects suspicious activity:
Flag the call for further investigation
Playa warning message
Disconn~ct the call
Any combination of the above options

5.1.89 _ The proposed res must allow the PoQ,to'immediately and remotely turn telephones on
-and off This shall be capable of being accomplished by individual telephones~ groups of
tel~phones, or an entire DOC facility by DOC personnel with the appropriate
authorization level.
GIL Response: GIL will comply. Appropriately authorized DOC personnel have several
different methods to immediately and remotely -shutdown individual telephones, a group of
Each method is described below.
phones, or the total_ inmate telephone system. _
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Manual Cut Off Switches
Global Tel*Link installs manual cut off switches for each of the facility's logical. groups of
phones. Manual switches are placed at locations specified by facility administrators allowing
correctional officers or authorized administrative staff the ability to selectively disable a single
phone, bank of phones or all phones within the institution.
Workstation Menu Options
_
Single phones, groups of phones, or all inmate telephones can be turned off using menu
options-?t the system workstation. -

117

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005
.',-1

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5.1.90 -The Bidder must describe, in its response, all standard and optional security services
employed to protect the proposed ICS in terms of unauthorized access through the
installed network of services, unauthorized access through the ICS Local Area Network
(LAN), unauthorized access to the ICS programming, unauthorized access through the
ICS Wide Area Network (WAN).
GTL Response: GTL will comply.

.

Security for LazerPhone ICS Network of Services: Access to the LazerPhone control

~:~~~~~:~:~::~~:~~::::::=

program is requires a valid nal1}~ anct
screen that

A User Login

A User Security Profile is associated with each valid password. The Security Profile record for
each user specifies which LazerPhone functions _
will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
.;
security levels. i.
Only a system administrator with full security clearance may access • • • • . • • • •
• • •from which other
may be created or modified.
Any time a user logs into the system, LazerPhone notes the event and the user's identity in the
system's
. An
rt is available to track user access and all
system changes and activities that take place -while users are logged into the LazerPhone
system.
Security for LazerPhone ICS LAN and WAN: GTL provides a unique frame relay network that
allows the LazerPhone systems at all DOC facilities to be networked together via a secure
closed network.
connections are also available for
approved users that have access to the Internet but are not in LazerPhone's unique frame
. relay network. Authorized remote access to LazerPhone records and controls, whether from
or from a different DOC facility, is accomplished though this secure
networks.stem that is installed, managed, monitored, arid maintained by GTL These
&
2
i i J networks are unique and proprietary in nature, developed by
GTL exclusively for LazerPhone Inmate Telephone System functionality. GTL networks are
protected by both firewall and Checkpoint programs.

n

...;;~.1.91. The Bidder mll.st agree, in its response, that it has reviewed the security policies ofth~
Commonwealth of Massachusetts Information Technology Division (lTD) available on
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
September 15,2005

118

----_.~----_._ . .

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the lTD website at 11I7• • •_
GTL Response: GTL will comply.
GTL has reviewed the security' policies of the
Commonwealth of Massachusetts Information Technology Division.

~User Logins

*;

Phone Schedule Modifications"
Changes in Debit Accounts
Officer Check-In
Added New PINs
.
Changes in PIN Records
Changes in PIN8tatus (active, suspended, deactivated)'
Added Inmate Call Allow Lists
.
Modifi~d Inmate Call Allow Lists ;~
New or Modified Call Record Notes·
Custom Text

,~',

General Operational Requirements
5.1.93

The Bidder must describe, in its response, the network of services required to support
the propo~ed ICS. (i.e., ISDN, 56KbpsCircuit, Tl, etc)

'3t'·

GTL Response: GTL will comply. The GTL'Network consists of a private frame relay of
~etwork connection at each facility. The network bit rate will be sized based on the
~s, call volume, and workstations at each facility. Each facility will either have a
~onnection into the private data network. Voice trunks will be provided to
facilities with call processors. The trunks can be either
~• • •Ii,i• • • •
based on network availability, Smaller low phone count facilities can be networked to larger
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No: 1000-Phone2006
September 15,2005

119

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facilities using
, or
. S
•
will be connected into the private network with either
• • • • • •I,~ Houston Data center will be used to store redundant copies of
CDR Records and recordings. The network connection to these facilities will be redundant high
spee~connections to core network.

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5.1.94

The Bidder must describe, in its response, how it will address instances of inadequate
outside network plant facilities at a DOC facility to ensure that the proposed ICS is
.implemented according to the installation schedule agreed to by the DOC.

. ,'.·· ...i.;·...•

GTL Response: . GTL will comply. The bidder and DOC will work together in good faith. to
anticipate :!and\<~ercome any inadequate DOC netwfKkplpit faciliti~~. Inadequate plant
facilities include, but are not limited to:
• No more copper circuits available
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

120

•
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Poor quality copper that is unable to support error fre.
T
Inadequate MPOE (Minimum Point of Entry) access to the equipm4\)1t1mP4tn
Need to run copper and or fiber within the DOC facility to extend the MPOE

During the site survey process the DOC will identify any facilities known to have error prone
connectivity or circuits that are in very short supply. GTL will work in good faith with our
Network Provider to plan for and avert any known network ...access issues. Where
unanticipated network facility issues arise that impact the planned installation schedule, the
DOC and bidder will work together in good faith to reschedule cutover to allow the Network
Provider sufficient time to addres~ network facility issues. Good faith partners,hip may involve
joint problem solving including coordinating the releas~of existi· g DOC network facilities and I
.
'!'Icooperation of
or pursuing alternative network solutions such as
the DOC is expected when lif there issues at the DOC resulting from inadequate access to the
Inmate Equipment Room from the MPOE.

5.1.95

The' Bidder must describe, in its response, how remote access to the ICS for
,maintenance and programming by the Contractor provided. The Bidder must describe, in
its response, all security measures, policies and procedures in place for this remote
access.

GTL Response: GTL will comply. The underlying architecture of the LazerPhone software
control system allows engineers at GTL to perform diagnostic, programming, polling, and other
problem resolution activities remotely, from the Technical Support Center. Access occurs
through GTL's nationwide frame relay network, which is unique and proprietary in nature,
develop~d by GTL exclusively for LazerPhone In,rn.at~ Telephone System functionality. GTL
networks are protected by both firewall and Checkpoint programs.
Only authorized individuals with proper security clearance may access DOC LazerPhone
systems and call data. The system's User Logiri screen requires a valid name and password.
Any time a user at the site or a technician at:the LazerPhone Support Center logs into the
system, LazerPhone notes the event and the user's identity in the system's 'electronic Log
Book. An Audit Log Report is available Jqttr,Cjlck,~ser access and all system changes and
activities that take place while users are logged into the LazerPhone system.
Security for LazerPhon
rovides a unique frame relay network that
allows the LazerPhone systems at all DO
be networked together via a secure.
closed network. Secured
) connections are also available for
approved users that have access to the In erne u are not in LazerPhone's unique•••••
...-,Authorized"-'to LazerPhone records and controls. whether
GTL's Response to the
Commonwealth ofMassachusetts D O C ' '. :1"1\ i ",rl
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No, IOOO-Phone2006
September 15,2005

.,!','. :',

121

from
_
Dr from a different DOC facility, is accomplished though this secure
network system that is installed, managed, monitored, and maintained by GTL. These
interconnecting ;
, ; :tworks are unique and proprietary in nature, developed by
GTL exclusively for LazerPhone Inmate Telephone System functionality. GTL networks are
protected by both firewall and Checkpoint programs.

5.1.96

The Bidder must provide, in its response, all electrical and environmental requirements
of the ICS for each DOC facility. Such information must be provided for all components
of the ICS including the central processor/equipment, call recording equipment, PCs,
printers, etc.·

GTL Response:
GTL will comply. Electrical an.ct.i;;:.~nvironmen.t<;ll re<;h'direments for the
LazerPhone ICS at each DOC facility are described below.
.
Electrical Requirements
Standard
lectrical current powers the LazerPhone system. The system requires a
standard 20 amp dedicated outlet for proper operation. The outlet(s) should be located within
6 feet of the LazerPhone equipment rack. In the case of multiple racks, additional circuits are
required. For example: If rack number one contains two Recorders, two ASR computers, one
Mass Storage computer,CPU switch, LazerPhone power supply and monitor while the second
cabinet for the system houses all of the storage media, two dedicated circuits are required. All
related electrical wiring and circuit loading will be in compliance with the guidelines of the
National Electrical Code and state code requirements.
Environmental Requirements· :. ,,;-0"(2")':
Factors that determine a suitable environment for the LazerPhone system equipment are
temperature, humidity, cleanliness, and security.
Temperature:
The optimum environment for the LazerPhone equipment is a well-ventilated room maintained
at a constant 68 degrees Fahrenheit.
However, an acceptable range of temperature is
between 66 and 74 degrees Fahrenheit. . Temperatures in excess of 76 degrees can
sometimes prove damaging to LazerPhone components and may impact the facility's ability t6
record. .
"
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Humidity:
The LazerPhone system is··~s6Iid state, compwter based system: Acceptable humidity levels
within the equipment room should be maintained between 20 and 80 percent, non-condensing
(meaning no severe and rapra'"ch~mges in temp.erature that produce condensation). A facility's
norm,al cooling and heating systems usually maintain humidity at acceptable levels.
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,

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

..

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122

CleanUme$S:";i;:,·,,,.:;;.;',,·.•.,~tt"'i' .
Equipment rooms should be clean and free from dust. Excess dust will cause heat problems if
allowed to accumulate> Aft~L.ttl.e installation process, all scrap / excess cable and wiring is to
be removed from the premise by the technicians responsible for the installation. This includes
all packing materials and boxes that result from shipping of the system.
Security:
The LazerPhone system should be housed in a secure location within the facility. Inmates
should not have access to the room that houses the LazerPhone processing and recording
equipment. The optimum location is frequently the facility's administration building.

5.1.97'

The ICS proposed by the Bidder must be capable of automatically recovering from a
power outage(auto-reboot) to full working order capable of processing inmate telephone
calls with all programmed restrictions in place. This "auto reboot" must include all
system hardware components, all software including DOC specific programming and
restriGtiop-s_ and all network services . . ) . The Bidder must
d~§bti~r1!its response, any interaction required by DOC personnel for this system
"auto reboot" to occur.

GTL Response: GTL will comply.. GTL's LazerPhone system has auto-reboot capability. In
the event of a commercial power outage, the facility's inmate telephone system's UPS units will
supply backup power for the entire system for up ,to one (1) hour. Should the outage outlast
the UPS capacity and in the absence of a'l.,~m~rg~ncygenera~or §it the site, upon expiration of
the UPS, the system performs a safe shutdown to protect data... Once power is restored the
system will reboot without human intervention and resume normal operations, including DOC
specific programming and restrictions and all network services.
.

5.1.98

The Bidder must provide, in its response, a written description of the space requirements
associated with all components of the proposed ICS. The Bidder must clearly define
how much physical space is required' by each hardware component and. provide a
recommended equipment layout c0tWglfr~~~o~. .
.i

GTL will comply. LazerPhone eqUi~m:en:t~:is~h=oius=e=d;in=iiii=i
exceptions:
All other system components,
. (Note: Due to the rapid evolution of computer equipment and
peripherals, make and models given below are those currently being offered. Should there be
an unexpected delay between contract signing and installation, Global Tel*Link reserves the
right to upgrade equipment to newer makes. and models.)
GTL Response:

:ii5;E5=:W:it:h~th~e~f~01l0Wing

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GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000·Phone2006
September 15,2005

.. ~ ;.

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123

Equipment Rack on wheels: Width 21 inches; Height 50 inches; Depth 25 inches
For servicing and ventilation, at least two (2) feet of space is required in front of and behind the
LazerPhone equipment rack, which must be located within six (6) feet of a dedicated electrical
outlet. The equipment rack will house the following system components:

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Distribution Frame and required cables:
Distribution frame is wall-mounted near the LazerPhone equipment rack. Wall space
required is 2.5 feet x 3 feet.
The amount of cabling required. is determined during the site survey that follows
contract award.

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normal operations and up to 1 hour supplemental power for the LazerPhone system
during commercial power outages.
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The system's . . . . .i11.1.U_is setup in a d~signated office or other room convenient for
facility personnel. i.t• • •_.'
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GTL'.s Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

124

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GTL Response: GTL will comply. GTL will install the LazerPhone system components at
DOC designated locations within each facility. Workstations capable of accessing all features
including live monitoring, call recordings, and inmate call record reports will be installed within
each facility listed above.

5.1.100 The Bidder must provide, in its response, the capacities/limits for the proposed ICS. At
a minimum, the Bidder must provide the capacity for the following:

• Individual Inmate Accounts
GTL. Response: GTL will comply. GTL's LazerPhone Inmate Telephone System provides
individual inmate accounts through its integrated Inmate PIN System. Additionally, GTL will
meet with the DOC to decide and establish efficient interfaces and mechanisms between the
DOC's IMS and our LazerPhone's PIN systemfo track and update daily inmate admissions,
transfers, and releases. GTL can make use of established mechanisms such as LazerPhone's
Inmate Transfer Reports, GTL's existing platform-independent IMS interface program, and onsite system administrators, as well as any additional interfaces or mechanisms that may need
to be developed to meet the DOC's needs.
..... LazerPhone's Inmate PIN system is used to control, monifor, and report telephone useage by
individual inmates.
Control: Custom calling restrictions may be added to any inmate's LazerPhone PIN
account. An inmate's PIN account helps govern his/her calling privileges, which may be
restricted, by a Call Allow list (personal allowed numbers), a custom Block List (personal
disallowed numbers), and/or a Call Schedule (times of day, week, etc. that calls can be
placed).
Monitor: LazerPhone PINs all.ow facility personnel to be aware,.......
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Report: Call Activity reports can be printed from the LazerPhone workstation for a
particular PIN, a group of PINs, or all PINs.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

125

Debit Accounts for Prepaid Calls: When PINs are operative, the facility may elect to allow
inmate the use of LazerPhone's Debit system for prepaid calls.

• Call Records'
GTL Response: GTL will comply. GTL's LazerPhone system creates and saves a detailed
record of every inmate call or call attempt.' For the 'entire
; call detail
records for all-calls at all DOC facilities are available on-line for immediate review by authorized
personnel at system workstations or at authorized remote locations. Additionally DOC call
after contact
detail records remain archived at GTL for a minimum of
expiration, should the DOC need them..
LazerPhone has comprehensive call det~i1 record reporting capabilities. STANDARD CALL
DETAIL REPORTS INCLUDE FOR EACH CALL RECORD: PHONE STATION 10, SITE 10, DESTINATION
NUMBER, PIN, DATEITIME, LENGTH, COST, START CODE AND END CODE, AS WELL AS A SET OF
ICON FIELDS THAT PROVIDE THE FOLLOWING INFORMATION WHEN AN ICON IS PRESENT.
ICON

INDICATES
A RECORDED CONVERSATION IS ATIAcHED
A USER NOTE IS ATIACHED
THE RECORD IS LOCKED TO ~EEP: ITS RECORDING BEYOND NORMAL STORAGE
.., ,..• , ".- '.
PERIOD
THE RECORDING HAS BEEN PLAYED BACK (PLAYBACK HISTORY)
CALL RECORD HAS BEEN DOWNLOADED TO CD (CALL DOWNLOAD HISTORY)

For on-site auditing and revenue verification, call detail reports include a total cost and duration
summary for all records in the report, as well as the duration (length) and cost of individual
calls. Reports may be sorted in ascending J:)r d~scending order by any of the nine major
column headings on the report.
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126

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005
;., ~. .•

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- - - - - - - - _..._ - - - _....__

.

Standard J1ecord Filters used to refine searches for calls that meet specified parameters are
based on information in call records. Standard filters include:

Calls by Origination number (inmate phone)
Calls by Destination number
Calls from a .specified group of phones
Calls by Rate Type (Local, InterLata,etcl
Calls through a particular trunk line;';>
Calls with recorded conversations
Calls with replayed recordings
Calls with Notes
Calls of a specified duration
Calls by Inmate PIN (if applicable)

(

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Completed calls
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Incomplete calls
Incomplete calls that validated
Locked call records

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

127

_

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.

• Simultaneous Administrative Users
GTL Response: GTL will. comply. LazerPhoneallows multiple administrative users to access
the system simultaneously. Access to the LazerPhone control program is restricted by a
password protected User Security Profile system. A User Login screen that requires a valid
password ensures that only authorized personnel are permitted to monitor and control inmate
telephone usage. A User Security Profile is associated with each valid password. The Security
Profile record for each user specifies which LazerPhone functions will be accessible by that
individual. Individual and multiple personnel have access only to those functions corresponding
to their security levels.

• WorkstationslPCs .
GTL Response: GTL will comply.
The LazerPhone system includes
workstation pes by' which authorized personnel access system controls and
call-related data. The system's workstation interface is an easy-to-use Web. based Window's program. Authorized personnel manage, monitor, and report
inmate telephone activity using the familiar point-and-click method with
intuitively named on-screen buttons and drop-down menus.

LAZERPHONE ADMINISTRATION CONSOLE

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GTL Response: . GTL will comply. LazerPhone provides simultaneous L
LUrusikJtlIU
• • •IiI.~ does not interfere with the on-going recording of the call or anyot1i'er'SYstem
operations._ _
is not detectable by the inmate or the called party.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure lrunate Calling System & Related Services
DOC file No.1 000-Phone2006
September 15,2005

.

.,4

.
..

128

i:'~"

A call-in-progress, visible on LazerPhone's Call Monitoring screen, may be directed to the
by double-clicking the call entry to open a pop-up
" option, or by entering a &33 I
•
box and c ooslng t h e "

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A call-in-progress detected by the LazerPhone'stiiL._.Bl.
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Is automatically

en
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When PINs are in use, the inmate's PIN number

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If the need arises, at the workstation or from a
n, an authorized officer may
instantly
If logged into the system, the officer
chooses the. . . .1b.dt$lZ•.. l.aUS i1enu option on the Call Monitoring screen. From a
, - - , t h e authorized official monitoring a live inmate conversation c a n e r ;
the
; J b s i n . b = _ 1 . 1 1_ _11 Jt !12£2J ..... lll.llrllt.~{f.•I .

• Inmate Telephones
.

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GTL Response: GTL will comply. Constructed with heavy-duty stainless steel, GTL's inmate
phone is a totally secure unit, ideally suited for detention facility environments. Inmate
telephones are line powered and require no AC or battery backup power. The' telephone
housing is seamless stainless steel with no exposed screws, bolts, metal or other hard
substance fasteners. The housing is tamper and water resistant to the highest degree, and
can only be opened with a special security tool. .Telephones are flush mounted to the wall.
Each is equipped with a stainless steel, braided security lanyard inside the armored cord
designed to handle up to 1,000 pounds of pull resistance -- extremely resistant to stretching
and breaking. Telephones are installed at all locations designated by the DOC.
GTL provides wall-rvounted phones at all locations designated by the DOC. GTL also provides
cart-mounted inmate phones as needed for portability and TDDITTY units as needed for use
by hearing impaired inmates or inmates needing to communicate with hearing impaired family
members or friends who also have TDDITTY devices.
The telephone equipment and services provided with our LazerPhone Inmate Telephone
System are in full compliance with all applicable standards and regulations, including FCC and
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No.1 000-Phone2006
September 15, 2005

129

"""",,

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ADA.

• Siwultaneous Telephone Calls
GTL Response: GTL will comply. All LazerPhone controlled inmate telephones can be used
simultaneously.
5.2

SYSTEM CALL REcORDING ANDJlIIS

.

The DOC currently records inmate calls and monitor'
select calls when necessary.
This recording and monitoring is conduct on all calls with the exception of privileged calls (e.g.,
attorneys, etc.). The Bidder must address the following specifications regarding the recording of
inmate calls.
GTL Response: GTL will comply. GTL has addressed each of the following
r~(1uiredpy the DOC.
,

5.2.1

specification~,.~s,
,
.
.

~~,

.

The rcs proposed by the Bidder must be capable of recording all inmate calls
simultaneously and at any tithe that a call is placed. The Bidder must describe, in its
response, the call recording system being proposed in conjunction with the rcs.

GTL Response: GTL will comply. LazerPhcme has a fully integrated digital recording module
that is capable of recording all inmate calls simUltaneously and at any time that a call is placed.
By default, all inmate calls are recorded and may be audibly monitored by authorized
personnel, except those to approved legal counselors. At the system workstation, .authorized
personnel may turn off monitoring and recording for other calls by destination number, PIN,
inmate phone, and groups of inmate phones.
Call Recording Storage Capacity: Each DOC facility's LazerPhone system is configured to
store a~1 ?f the D~rds forthe dU,r.Clti,,~r:1 of ,the contract and all associated recordings
foramll"!lmumof_
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~.
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Recording Playback: Except for calls for which monitoring and recording are legally
prohibited or were selectively turned off, all call records include a recorded conversation that
can be played back for review. At the LazerPhone workstation, the system's LazerPlayer is
used to play, stop, fast-forward, rewind,or pause a recorded conversation.

'1. :

GTL's Response to the
. Commonwealth of Massachusetts DOC
Request for Respon,ses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

130

, _" l I D ]
_
The LazerPlayer

Recording Backup and Sharing: A recorded conversation may be backed up to' a compact
disk (CD) for archrival purposes or be played. back elsewhere for evidenGe. A CD ROM drive is
avai.lable at the LazerPhone workstation.. WtleQ a recqrding is copied to a CD, it, remains
wrapped in an exclusive security envelope that protects the integrity of the recording and
verifies the authenticity of its identifying information (phone, numbers involved, inmate's PIN,
date, time, and duration). Any deliberate or aqcidental alteration to the recording would disturb
the . sec~rity envelope and be i.m'?l~?i~t~J~9,~t~9~~!?,!~.!:.,~I.~p~b~Tel*Link willprovi~e expert
testimony, free of charge, to any JUriSdiction on the authenticity of LazerPhone recordrngs.
.
';;.".- ".:,E;-/.,:'. "~~(:"'.:,:,~:?)~~d.,.:
. . '.'..'~.~"'< '.".
A recorded conversation may also be saved' to a WAV file that can be emailed and played
back using Windows Media Player. This is especially useful for consultations between
investigators. It is not recommended thatWAV file versions of an inmate"s conversion be
submitted as actual evidence, since conversion to the publicly accessible WAV file format,
strips the recording of its security envelope. Without the security envelope, a recording's
authenticity cannot be positively verified.
','

GTL's Response to the
Corrunonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No.1 000-Phone2006
September 15, 2005

'

.,.~.

131

5.2.2

The call recording system proposed by the Bidder must be capable of allowing call
recording to be deactivated for specific telephone numbers assigned to an inmate's PIN.
This capability would be utilized for inmate calls to·attomeys, etc.

GTl Response: GTL will comply. At the system workstation authorized personnel are able to
turn-off call recording to designated numbers. LazerPhone also provides an Approved
Attorney database. Any numbers entered into this database are automatically protected from
monitoring and recording to ensure client/attorney privilege.
5.2.3

The call recording system proposed with the ICS must be a fully digital system allowing
for digital storage of call recordings and the use of Compact Disk for the transfer of
recordings.

GTL will comply. LazerP~Qne's integrated recording system is entirely
digital. A recorded conversation may be backed up to a compact disk (CD) for archrival
purposes or be played back elsewhere for evidence. A CD ROM drive is. available at the
LazerPhone workstation. When a recording is copied to a CD, it remains wrapped in an
exclusive security envelope that protects the integrity of the recording and verifies the
authenticity of its identifying information (phone numbers involved, inmate's PIN, date, time,
and duration). Any deliberate or accidental alteration to the recording would disturb the security
envelope and be immediately detectable. Global Tel*Link will provide expert testimony, free of
charge, to any jurisdiction on the authenticity ofLazerPhone recordings.

GTl Response:

. A recorded conversation may also be saved to a WAV file that can be emailed and played
back using Windows Media Player. This is especially useful for consultations between
investigators. It is not recommended that WAV file versions of an inmate's conversion be
submitted as actual evidence, since conversion to the publicly accessible WAV file format,
strips the recording of its security envelope. Without the security envelope, a recording's
authenticity cannot be positively verified.

5.2.4

The call recording system proposed,l:>Y1the B~dder must be capable of storing a minimum
of inmate call recordings on site at each DOC facility.

.I' ns_

GTl Response: GTL will comply. Call recordings will remain on-line and accessible for replay
on-site at each DOC facility
site at each facility.

5.2.5

. Facility recordings will be stored on-

The Contractor must provide backup· storage of all recordings of inmate calls from each
DOC facility off site at the Contractor?·s"-data storage facility for the life of this contract.

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

132

The Bidder must describe, in its response, how this will be accomplished with the
proposed system.
GTL Response: GTL will comply. 80th call detail records and system settings are saved and
automatically backed-up in real time. At the time of an inmate's call, a call detail record is
saved to the DOC facility's active hard drive array, backed-up to the facility's backup storage
array, and transmitted to GTL's off-site central storage facility. Any changes made to
LazerPhone system settings are also saved in real time to the facility's active hard drive array,
backed-up to the facility's backup storage array, and transmitted to GTL's remote central
storage facility through the secure network provided by GTL.

At the time of an inmate'.s call, the call's recorded conversation is saved in realtime to
the facility's hard drive. Once every 24 hours, LazerPhone automatically copies
recordings to the facility's backup storage array and transmits a copy to GTL's off-site
ce~tral storage facility through the secure network provided by GTL.
5.2.6

The Contractor must allow access to off site inmate call recordings by DOC personnel
providing the ability for DOC personnel to download and transfer such recordings to CD
when necessary. The Bidder must describe, in its response, how this is accomplished
with the proposed' solution for the DOC and what security measures are in place to
ensure that DOC personnel access only those call recordings for which they are
. authorized.-

GTL Response: GTL will comply. Off site ·,1"" recordings will be accessible to authorized
call
.
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,.
.
.
.
DOC personnel. Call recordings (stored at GTL's ~entralized storage facility) will remain on-line
and accessible at the DOC's on:..site LazerPhone workstations.
LazerPhone workstations are equipped With a Compact Disk ReadlWrite (CDRW) drive for the
transfer of downloaded recordings to CD when necessary.
The DOC's LazerPhone Inmate Telephone System is protected from unauthorized access by
secure passwords and inmate call data arese~ured against lo.ss or corruption by redundant
system components and processes.~·"", ,i .'.
.
Password Protected System Access
GTL's Response to the
Commonwealth ofMassachusetls DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

133

Access to the LazerPhone control program is restricted by a password protected·User Security
Profile system.. A User Login screen that requires a valid password ensures that only
authorized personnel are permitted to monitor and control inmate telephone usage.
A User Security Profile is associated with each\/alid password. The Security Profile record for
each user specifies which LazerPhone functions will be accessible by that individual. This
allows mUltiple correctional personnel to access only those functions corresponding to their
security levels.
Only a system Qdministrator with full security clearance may access· LazerPhone's User
Management screen, from which other User Security Profiles may be created or modified.
Any time a user logs into the system, LazerPhone notes the event and the user's identity in the
system's eiectronic Log Book. An Audit Log Report is available to track user access and all
changes and activities that take place while users are logged into the LazerPhone system.

5.2.7

The call recording system proposed by the Bidder must ·allow access to inmate call
recordings from any PC on the ICS network within each facility. The Bidder must
describe, in its response, how this is accomplished with the proposed system.

GTL Response: GTL will comply. Recordings of inmate conversations can be accessed and
played back at any PC on the LazerPhonesystem network by any DOC personnel authorized
to access call recordings. Local and remote access is accomplished through the private,
unique frame relay network provided and maintained by GTl.

The system's small LazerPlayer program, which is available both at the workstation and on
CDs to which LazerPhone recordings have been copied, is used to play, stop, fast-forward,
rewind,· or pause a recorded conversation.

. ;'.-'-

'.:

"

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

134

.·'··1

--------

-------

The LazerPlayer
Replay' at the Workstation: At the system workstation (or other authorized PC}, the
LazerPlayer ()pens automatically when an authorized person clicks the recording icon on the
desired call record.
.
Replay From a CD: A recorded conversation"maybe l)acked up to a compact disk (CD) for
archrival purposes or to be played back elsewt:\ere'for.13v,idence. A CD ROM drive is available
at the LazerPhone workstation. When a n3Gprding>iscopieclto a ,GO, the small LazerPlayer
program is also copied. Accessingthe,',~~p.;~n~t:any relatively;late model Windows-based
computer (with Windows Me, Xp, NT 4.0 Service Pack 6a or higher, and a sound card) allows
the recorded conversation to be played tJac~ using ..·.' associated LazerPlayer progfam.
the
.
•. . \f-.:, .,c···
A recording copied to a CD remains wrapped in an exclusive security envelope that protects
the integrity of the recording and verifies· the.authenticity ()f,its identifying information (phone
numbers involved, inmate's PIN, date, time, and duration). Any deliberate or accidental
alteration to the recording disturbs the security envelope and is immediately detectable. Global
Tel*Link, the manufacturer of LazerPhone, will provide expert testimony, free of charge, to any
jurisdiction on the authenticity of LazerPhone recordings.
Replay From an Emailed File: A LazerPhone recording file in its original format (with security
envelope) and the system's small LazerPlayer program can be attached to an email message
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000~Phone2006
September l~, 2005

135

~I.

..

••

Clnd sent to any relatively late model Windows-based computer (with Windows Me, Xp, NT 4.0
Service Pack 6a or higher, and a sound card) for replay.
A recorded conversation may also be saved tcf a WAV file that can be emailed and played
back using Windows Media Player. This is especially useful for quick consultations between
;;
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The call recording system proposed by the Bidder must allow access to inmate call
I
recordings at each DOC facility by investigative personnel , .
. . . . . . . . The Bidder must describe, in its response, how this is accomplished with
the proposed system.

. I'

5.2.9

•

3 2 113

. At many times, the recorded tdephone 'ldnv~tsations ofinmates are used as evidence in
criminal or DOC violation investigations. The system proposed to the DOC must include
the capability of transferring recorded calls 'and call segments to Compact' Disk (CDRlCD-RW) to be played on any industry standard CD device. The interface for
accessing such recordings must be have a Graphical User Interface (Gill) such as

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

136

Microsoft Windows® and allow for "click and drag" capability for the transferring of
recorded calls or call segments to CD.
GTL Response: GTL will comply. A recorded conversation may be backed up to. a compact
disk (CD) for archrival purposes or be played back elsewhere for evidence. A CD ROM drive is
available at the LazerPhone workstation for this purpose. When a recording is copied to a CD,
it remains wrapped in GTL's exclusive .security envelope that protects the integrity of the
recording and verifies the authenticity of its identifying information (phone numbers involved,
inmate's PIN, date, time, and duration). Any deliberate or accidental alteration to the recording
would disturb the security envelope and. be immediately detectable. Global Tel*Link will provide
expert testimony, free of charge, to any jUrisdiction on the authenticity of LazerPhone
recordings.
Because LazerPhone's recording module is an integral part of the system, the graphical
interface for accessing call records with associated recordings is LazerPhone's Window'sbased control program. The system's LazerPlayer opens automatically when an authorized
person clicks the recording icon on the desired call record. From the LazerPlayer's File menu,
the recording file can be downloaded to the local hard drive in its original file format (which
includes the security envelope) orsavedto,WA.V fOfITIat (which does not include the security
envelope). Downloaded files carfbe copied to CDs using Windows click and drag or copy and
paste techniques.
.

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The call recording system proposeq by, the Bidder must allow for the transfer of call
recordings to CD in industry sta.ri.\iaid fOrllMs(e:g:, wav, mp3, etc.) allowing for
playback on standard PC CD drives"or industry standard CD players. The Bidder must
state, in its response, the recording file formats provided by the proposed recording
system:

GTL Response: GTL wilficomply. Rec0rdingsof inmate conversations can be played back at
the system workstation, copied to a CD for transport and playback elsewhere, and emailed for
playback on a remote computer. File formats'lncfude ~TL's 'proprietary format that includes a .
security envelope and the industry standard WAV format which is easily converted to other
popular formats using freeware or commercially available conversion programs.
Replay From a CD: When a recording is copied to a CD, GTL's small LazerPlayer program is
also transferred to the CD. Accessing the CD on any relatively late model WindowsGTL's Response to the
Commonwealth ofMasslWhusettS DOC
Request for Responses
Secure Inmat~ Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

137

based computer (with Windows Me, Xp, NT 4,bService Pack 6a or higher, and a sound card)
allows the recorded conversation to be played back using the· associated LazerPlayer
program.

A recording copied to a CD remains wrapped in an exclusive security envelope that protects the integrity of
the recording and verifies the authenticity of its identifying information (phone numbers involved, inmate's
PIN, date, time, and duration). Any deliberate or accidental alteration to the recording disturbs the security
envelope and is immediately detectable. Global Tel*Link, the manufacturer of LazerPhone, will provide
expert testimony, free of charge, to any jurisdiction on the authenticity of LazerPhone recordings.
Replay From an Emailed File: A LazerPhone recording file in its original format (with security
envelope) and the system's small LazerPlayer program can 'be attached to an email message
and sent to any relatively late model Windows-based computer (with Windows Me, Xp, NT 4.0
Service Pack 6aor higher, and a sound card) for replay.

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The call recording system proposed by the Bidder must allow DOC personnel to transfer
call recordings to CD jn a simplifiedi and; efficient manner,..; The system must allow DOC
.to transfer a call without having to fully download the file to the PC at which the staff
member is working. the Bidder must describe how the transfer of call recordings is
performed with the proposed ICS and call recording system.

GTL Response: GTL will comply. LazerPhone allows a direct transfer of a call recordings.to
CD. This method can be used to copy up to five recordings at a time. Due to the limitations of
the Microsoft Operating System the direct transfer of a greater number of recordings is
sometimes possible, it is not recommended due-to'an increased potential for file corruption and
CD driv'e errors during long transfers. To insure 'the integrity of recording files, GTL
recommends downloading audio files to the computer's. hard drive, before copyjng to CD.
Downloading and transfer of LazerPhone recording files to CDs is both simple and efficient.
Copying a downloaded file from the workstation hard drive to a CD, using Windows
Copy/Paste or click and drag function takes only a few seconds. Steps for both downloading
:
and copying recordings to CD are given below.. '
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

138

.'1':.

~

At the system workstation perform a Call Search for the desired call record or records by
specifying one or more criteria and clicking the Search button. (Note: Search criteria might
include but are not limited to date or range of dates, time or range of· times, a specific
inmate phone and/or PIN, destination number, etc.)

~

On the resulting report (list of calls that meet the specified search criteria), click the check
box next to each call recording that you wish to download to the workstation's hard drive.

~

Click the COPY FILE(S) button. The system· gives you an opportunity to accept the default
location on the C: drive or to navigate to a different folder. Click the OK button to start the
download.

~

Using Window's standard Copy/Paste routine, copy or move the recording file from the
workstation's C: drive to a CD as follows: Icon the LazerPhone control program and open a
My Computer window that displays the workstation's C: drive and the folder to which the
recording file was copied. Click to highlight the recording file. On the window's Edit menu,
click Copy (or Move). In the My Computer window, navigate to the CDRW drive and from
the window's Edit menu, click Paste.
:"> .

A recording copied to a CD remains wrapped in GTL's exclu~ble security envelope that
protects the integrity of the recording and verifi~~ the authenticity of its identifying iriformation
(phone numbers involved, inmate's PIN, date, time, and duration). Any deliberate"or accidenta1'
alteration to the recording disturbS the security envelope and is immediately detectable. Global
Tel*Link, the manufacturer of LazerPhone, will provide expert testimony, free of charge, to any
jurisdiction on the authenticity of LazerphoQe r~cordings.
if
t;._
,

5.2.12

·'y ••

tll ...

The call recording system proposed by the Bidder must allow DOC personnel to locate
call recordings in the following manners:
• search by inmate PIN;

GTL Response: GTL will comply. LazerPhone's Call Search function allows DOC personnel
to quickly locate call recordings by inmate"~IN. une.
i, " / e

• search by certain time period (date/time)
GTL Response: GTL will comply. LazerPhone's Call Search function allows DOC personnel
to quickly locate call recordings by certain time periods (both date and time).

• search by certain telephone instruments
".';

•. ".....

;C:;.'...,
'.

l.

.:~

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No.1000-Phone2006
September 15,2005

139

GTL Response: GTL will comply. LazerPhone's Call Search function allows DOC personnel
to quickly locate call recordings by specified inmate telephone.

The system must allow for the search criteria either individually or in combinations.
GTL Response: GTL will comply. GTL's LazerPhone system allows call recordings to be
located by inmate PIN, by specified time period, and by certain inmate telephones, as well as
other criteria. Search criteria can be applied individually or in combinations.

5.2.13

The Bidder must retain ownership of the proposed recording equipment for the duration
of this contract All responsibility for maintenance and upgrades must be provided by the
Bidder at no cost to the DOC.

GTL Response: GTL will comply. The recording component of the system is an integrated
part of the LazerPhone Inmate Telephone System. GTL will retain full ownership of and
responsibility for the proposed recording· equipment, providing maintenance and any
replacement or upgrades required to ensure dependable functionality for the entire ·duration of
the contract at no cost totheDOC.

5.2.14

The Contractor must ensure that the call recording system proposed with the res is
maintained at the latest hardware and software level to ensure that DOC personnel are
utilizing the latest tools available for call recording and call monitoring of inmate calls.

GTL Response: GTL will comply. LazerPhone's recording component is fully integrated with
the inmate calling system. GTL will maintain both software and hardwa~e to ensure that DOC
personnel are utilizing the latest tools for call recording and monitoring. LazerPhone software
updates are provided periodically to all LazerPhone sites through GTL's secure Web Server.
The latest version of LazerPhone's management software, containing any new features or
enhancements that were developed, tested; and incorporated into the product since the last
update, automatically downloads to the DOC~s workstation when an authorized person at the
facility logs into the system. These software, updates are provided at no cost the DOC. Should
the release of an updated version of the LazerPhone control program require an upgrade in
hardware to ensure proper functionality, the DOC will be notified and the hardware upgrade
will be provided at no cost to the DOC, prior to the upload of the new release to GTL's server.

5.2.15

It is desirable that the call recording system provide a search capability that allows DOC
personnel to search recording
. The Bidder must
provide, in its response, a description of this capability.
.,..

GTI ReSponSe: GIl \OIj1! Campi),
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. IOOO-Phone2006
September 15,2005

140

· ...;..

- - - - _ .... _ - - -

5.2.16

It is desirable that the call recording system provide a manner in which call recordings
are encrypted to ensure that no digital modification of the recording has been made or to
note if such modifications have been made. The Bidder must describe, in its response,
how this encryption function operates and the features provided by such.

GTL Response: GTL will comply. LazerPhone's call recordings are wrapped in an exclusive
security envelope (encryption) that protects the integrity of the recording and verifies the
authenticity of its identifying information (phone numbers involved, inmate's PIN, date, time,
and call duration). GTL's security envelope ensures that no digital modification of recordings
can place without detection. Global Tel*Link will provide expert testimony, free of charge, to
any jurisdiction on the authenticity of LazerPhone recordings.

5.2.17

The proposed IeS must allow DOC personnel to monitoring inmate call:sstS . . . . . .
.
This
must be allowed by specific inmate
telephone within a DOC facility. The Bidder must provide all necessary equipment and
g with the proposed system.
software r~quired to perform

•

n. ' .).

is

..

GTL Response: GTL will comply. LazerPhone allows DOC personnel to monitor inmate calls
in real-time. The system's integrated monitoring capabilities do not interfer with current
recording operations.
Current inmate call activity may be visually monitored on a Call Monitoring screen at the
LazerPhone workstation and/or audibly monitored by directing a live conversation to the
Because both visual
workstation's computer speaker, to a standard phone, &; 7 F II pi
and audio monitoring are seamlessly integrated into LazerPhone's real-time environment,
monitoring does not interfere with recording and is not detectable by either the caller or the
recipient of the call.
ViSUAL CALL MONITORING

Authorized personnel may watch the status of phones and calls-in-progress at the local
workstation or a workstation at I
•
I Ita LazerPhone provides a visual display of
all call activity in real time on the Call Monitoring screen.

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

141

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AUDIO CALL MONITORING

A call-in-progress, visible on LaierPh~ri~,sCaN Monitoring screen, may be directed to the
workstations speaker or particular telephone receiver by double-clicking the call entry to open
a pop-up box and choosing the "Send call to computer speakers" option, or by' entering a
destination telephone number. If a telephone number is entered, when the destination phone
rings, the called-party dials a numeric password to access the live conversation.

a

& '. P
is automatically
A call-in-progress detected by the LazerPhone'sS .
directed to up to three pre-designated phone numbers (standard phone,
or pager).
When an alerted official's telephone rings,; he or she enters a password via the phone's
keypad to access the live conversation. When the alert goes to a pager, the origination and
destination numbers of the call are reported. When PINs are in use, the inmate's PIN number
is also reported.
; 7 ; ; an authorized officer may
If the need· arises, at the workstation Qr from
instantly disconnect or conference into an inmate's call. If logged into the system, the officer
chooses the Disconnect or Conference menu .option on the Call Monitoring screen. From a
[I
. $ the authorized official monitoring a live inmate conversation can disconnect
the
call using LazerPhone's KwicKILL code or break into the conversation to speak to both parties
using LazerPhone's Conference Call code.

a

142

GTL's Response to the
Conunonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000·Phone2006
September 15, 2005
"

-:"'.'

5.2.18

The U g h of the proposedICS must allow f~onitoring
of inmate _calls ·2
within each DOC facility with
L in the monitoring. The
Bidder must describe, in its response, how this wiII.be accomplished-with the proposed
system.

. .'

..

:'

~-

.;;.'

GTL's Response to the
Conunonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate CallingSystem & Related Services
DOC file No. 1000-Phone2006
September 15,2005

143

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AUDIOCALL MONITORING

A call-in-progress, visible on LazerPhone's Call Monitoring screen, may be directed to the
workstations speaker or particular telephone receiver by double-clicking the call entry to open
a pop-up box and choosing the "Send call. t9<::omputer speakers" option, or by entering a
destination telephone number. If a telephone number is entered, when the destination phone
rings, the called-party dials a numeric password to access the live conversation,

.r

A call-in-progress detected by the LazerPhone's •
2;
2j 2 I is automatically
pager).
directed to up to thre~ pre-designated phone numbers (standard phone, & ni;
When an alerted official's telephone rings, he or she enters a password via the phone's
keypad to access the live conversation. When the alert goes to a pager, the origination and
destination numbers of the.call are reported. When PINs are in use, the inmate's PIN number
is also reported.·~" .
1

If the need arises, at the workstation or from~, an authorized officer may
instantly disconnect or conference into an inmate's call. If logged into the system,· the officer
chooses the Disconnect or Conference menu option on the Call Monitoring screen. Frome
the authorized official monitoring a live inmate conversation can disconnect
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No: 1000-Phone2006
September 15,2005

144
...., .. :

(3$;.. .
the call using LazerPhone's KwicKILL code or break into the conversation to speak to both
parties using LazerPhone's Conference Call code.

5.2.19

The proposed ICS must allow for DOC personnel to monitor inmate call~by
entering the specific inmate PIN. The Bidder must describe, in its response, how this is
accomplished with the proposed system.

GTL· Response: GTL will comply. Calls-in-progress visible on LazerPhone's Call Monitoring
screen can be sorted by inmate PIN to make call selection easy.

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5.2.20

i.~~~1~~;i

".'..::U~

.
.

:r;:i~)\l..£J:
:,X<ll;;
~:~::I~~~~~;~I ':':.:.:':~:i.~.: ..

The proposed ICS must allow for D,9c;,personnelto mollitor inmate call"
L by
. entering a specific telephone numbed~The Bidder must describe, in its response, how
this is accomplished with the proposed system.

GTL Response: GTL will comply. Calls-iri-progress visible on LazerPhone's Call Monitoring
screen can be sorted by destination number to make call selection easy.
GTL's Response to ihe
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related SelVices
DOC file No. 1000-Phone2006
.
September 15; 2005

.

145

5.2.21

"_.IIIIIIIii•••••••••'"

The proposed ICS must allow fo'~• •
.
- ..... , _
2 'I
alEj
L___ ._ 0___
~
. . . . . The Bidder must describe, in its response, how this function
will operate with the proposed system.
~

_r

GTL Response~ GTL will comply.
_
at the workstation. A
inmate PIN.

LazerPhone allows facility personnel to designate • .
may be a destination telephone number or an
.
<

A call-in-progress detected by LazerPhone's
system is
directed to up to three pre-designated phone numbers (standard phone,
in sequential order. When an alerted offiCial's tele hone rings,

inmate's PIN number is also reported.
If the need arises, at the workstation or from a
an authorized officer may
instantly disconnect or conference into an inmate's call. If logged into the system, the officer
~isconnect or Conference m.enu option on the Call Monitoring screen. From a
~, the authorized official monitoring a live inmate conversation can 'disconnect
the call· using LazerPhone's KwicKILL code or break into the conversation to speak to both
parties using LazerPhone's Conference Call code.
The system's
and
both available at the
workstation, help facility personnel and case investigators track call frequency and patterns of
inmates and destination numbers of particular interest.

5.2.22

___

......

'c~-'~;;r""""-=-<W"'= ~"

,,_~__

~7J:~--~..i:I'"

~_

~

It is desirable that the ICS. provide the
--- --- ---• • • • • • • • •. ,• • .• 'The Bidder must list, in its response, the' devices to
which the ICS can send alerts.
-~._---

~;

~ ~

GTL Response: GTL will comply. A call-in-progress detected by LazerPhone's
_ystem is automatically directed to up t9 three pre-designated phone numbers
.phone,
or pager), in sequenticll g£q~[i

...

. When·the
alert goes to a pager, e origination and destination numbers of the call are reported. When
PINs are in use, the inmate's PIN number is also reported.

5.2.23

It is desirable that the ICS provide the_ILl,IJI.!it,eDS listed in Section 5.2.22 above
...
in a
; . _II
For example,
_ _ iii.
. If

GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

,Ie.

146

,unanswered, the call would thentl• • •
GTL Response:- GTLwill comply. A call-in-progress detected by LazerPhone's
_
system is automatically directed to up to three pre-designated phone numbers (standard
" , . - . ' or pager), in sequential order. LazerPhone does not currently send an alert

It is desirable that the ICS call moilltoring c~pability provide a form

5.2.24

-

~,

....

--------, ... -..:..-----...,.,.----description of this capability.

. call.

0'0.2

....

'jhe Bidder musV:provide, in its response, a

GTL Response: GTL understands. Global Tel*Link has,~xplbred this feature and has found
that current technology is not at a level where GTL' is s~tisfied releasing this feature to the
field. GTL will further explore this feature when the technology becomes available.

5.2.25 ' The proposed ICS must allow for DOC personnel to monito. . . .
'1[
•
from the DOC facility from which the call is placed. The Bidder,must state,
, in its response, how this will be accomplished with the proposed system.
GTL Response: GTL will comply. DOC personnel at
who are authorized to do
so, can log into the LazerPhone control program to, monitor inmate calls in progress at any of
, ,
the DOC facilities. Authorized _ ,t,o.'L?Zler.Phone .re,c,ords and contro,Is, including
live monitoring, whether f r o m _ or from a different DOC facility, is
accomplished though a secure network that 15 r'installed, managed, monitored, and maintained
by GTL.
A call-in-progress, visible on LazerPhone's Call Monitoring screen, may be directed to the
workstations speaker or particular telephone by double-clicking the call entry to open a pop-up
box and choosing the "Send call to computer speakers" option, or by entering a destination
telephone number. If a telephone number is entered, when the destination phone rings, the
"
called-party dials a numeric password to
.

.

"

.:··'~---r ,-<f{;··~t~d. . : h;;.-~·:~ ',.~. :"<i;-:><·'r'r:'

A call-in-progress detected by L a z e r P h o n e ' s - " system is
directed to up to three re-designated phone nu~one,
in se uential order.
. When the alert goes to a pager, the
origination and destination numbers of thec~lIare reported. When PINs are in use, the
inmate's PIN number is also reported.
GTL's Response to the
Commonweaith ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

147

If the need arises, at the workstation or from a
, an authorized officer may
instantly disconnect or conference into an inmate's call. If logged into the system, the officer
chooses the Disconnect or Conference menu option on the Call Monitoring screen. From a
, the authorized official monitoring a live inmate conversation can disconnect
the call using LazerPhone's KwicKILL code or break into the conversation to speak to both
parties using LazerPhone's Conference Call code.
.

5.2.26 -It is desirable that the ICS call monitoring capability allow forr4:::::::~-:~
i
..•_
.
(e.g.,"
.
I
etc.). The
Bidder must state, in its response, what is required to --provide this 2. . . . .
. . 7 within the particular- DOC facility.
T

GTL Response: GTL will comply. A u t h o r i z e d _ to LazerPhone records and
controls, including live monitoring, is accomplish~curenetwork that is installed,
needs a properly configured
managed, monitored, and maintained by GTL.The
computer and authorization to access the DOC's LazerPhone system.

A call-in-progress, visible on LazerPhone's Call Monitoring screen, _may be directed to a
speakerphone or to _
receiver by doLible-c1icking the call entry to open a
pop-up box and choosing the "Send call to computer speakers" 0 ti
or b entering a
destination telephone number. If a telephone number is entered,'

. When the alert goes to a pager, the origination and
destination numbers of the call are reported. When PINs are in use, the inmate's PIN numberis also reported.
.
. . ,",. .
If the need arises, at the workstation or fro~ an authorized officer may
instantly disconnect or conference into andnrD.SltE;l's call. If logged into the system, the officer
chooses the Disconnect or Conference menu option on the Call Monitoring screen, From a
, the authorized official monitoring a live inmate conversation can disconnect
the call using LazerPhone's KwicKILLcode or break into the conversation to speak to both
parties using LazerPhone's Conference Call cqde.
"

'f

5.3

GENERAL TELEPHONE EQUIPMENT REQUIREMENTS

.'~'

.. ;1"

The Inmate Telephone Station Equipment reqtiire.d for the DOC shall consist of five (5) types of
. ' .Ii
C-l.JI'·
telephones as listed in this section of the RFR " .
.
1,.1.

i

il'.

•

... :;

\.. • • .

148

GTL'sResponsetothe
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC fIle No. 1000·Phone2006
September 15,2005

,:

\

t,., ....

GTL Response: GTL will comply. GTL will provide the telephone~~equipment as requested.

Type 1: Wall Mounted Telephones (Indoor)
\.

The first type,' which will be the majority of inmate telephones installed, shall be permanently
mounted wall telephones meeting the following specifications:
GTL Response: GTL will comply. GTL will provide the Commonwealth of Massachusetts with
inmate telephones that meet the'following'requirements.

5.3.1

All Inmate ,Telephone Equipment, must be of new manufacture and be provided (and
,installed) with the proposed ICS at no cost to the DOC.

GTL Response: GTL will comply. 'GTL's , proposal is a no cost turnkey solution. GTL will
provide all inmate telephone equipment at no cost to the Commonwealth. GTL's intent is to
negotiate the purchas~ of the inmate t~tephones from the DOC.
5.3.2

The Bidder must provide all required materials, hardware; software an<J telephone
cabling (where re-use is ~l1avaRa;~IYwt9fi(flewJ()cati:9~,.: ar.e required) to'~ install the
,proposed inmate telephones.'
.

GTL Response:, GTL will comply. GTL's proposal is for a no cost turnkey solution. GTL will
provide all materials, hardware, software and telephone cabling required to install the
proposed inmate telephone.
5.3.3

The Bidder is responsible for reimbursing th,e DOC for any "construction" costs incurred
to facilitate the installation of the i~~t~t~l~phones.

GTL Response: GTL will comply. GTL will reimburse the DOC for any construction costs
,'incurred to facilitate the installation of the inmate telephones.
5.3.4

All inmate telephones must be powered by the ICS system and require no additional
power source at the instrument.
•. ,

.1-• • _"

,_,

GTL Response: GTL will comply. GTL'sinmate ~elephones are line-powered through the
LazerPhone ICS and require no additional power source.
149

GTL's Response to the
Commonwealth ofMassachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005
.. ; ~.

I ~.i