MN GTL Contract Proposal Part 2

State DOC Contracts • Minnesota

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State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

GTL Response: Read, understand, and will comply.
2.15.1 (I) DOC telephone monitoring system vendor contact: Matt McNally, Northland Business
Systems, 1606 E. Cliff Rd., Burnsville
2.15.2 (I) DHS telephone monitoring system vendor contact: Eric Pelto, MacTek Systems Inc.,
13533 Glasgow Lane, Apple Valley, MN 55068
2.15.3 (R) Describe how the system integration with the existing telephone monitoring systems
will be accomplished.

GTL Response: Read, understand, and will comply.
GTL has discussed the current configuration and interface with both: Eric Pelto at MacTek, and
Matt McNally at Northland Business Systems. Since GTL currently provides both vendors with
the necessary and compliant interface there will be no integration or implementation required.
GTL will continue to work with both vendors if they choose to modify their requirements so that
the system(s) compatibility will remain transparent to the DOC/DHS.
2.16

(M) Exception Reports The system must enable authorized facility personnel to enter telephone

numbers which, when dialed by an offender/client, will generate an exception report.

GTL Response: Read, understand, and will comply.
2.16.1 (D) The system should accommodate at least 1,000 exception numbers per site.

G'TL Response: Read, understand, and will comply.
GTL exceeds the requirement by allowing an unlimited number of "exception" (or "hor)
numbers to be added to the system. Authorized DOC/DHS staff can specify both PINs and
destination numbers for exception-reporting. LazerPhone's Hot Number Alert system will
automatically notify specified individuals when:
• Particular offender/client PINs are used
• Particular destination numbers are dialed
LazerPhone's Hot Number Alert Report shows all calls made to exception numbers (and/or
calls made by offender/clients with "hot" PINs). In standard call detail reports, call records for hot
numbers are highlighted in a unique color on LazerWeb's Call Search screen.
2.17

(D) Telephone Shutdown Capability The system shall have a disconnect feature which
can be operated by facility staff from a secure area. By a keystroke on the system controller
phones should be shut down individually, by banks, or globally as determined by each facility.

GTL Response: Read, understand, and will comply. Details provided below.
@2009 Global Tel*Link

Section 2 System Features and Equipment

GTr
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State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

2.17.1 (R) Describe how this is accomplished:
GTL Response: Read, understand, and will comply.
LazerPhone allows authorized staff in a secure location to discontinue service to one or more
individual telephone stations without affecting others stations or units, using options available in
LazerWeb, the system 's user-management interface. Telephones can be shutdown individuall y,
by banks, or globally at the discretion of each facility.

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Figure 2.2 or Deactivale Service 10 Any or AU Inmale Telephones

2.18

(M) Call Reco rds The system shall store all call detail records on storage media within the
system at each facility. All data must be in readily retrievable format and maintained for a
minimum of nine months.

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Response: Read , understand, and will comply .
2.18.1 (I) DOC facilities are networked together and have the capabilities of viewing CDRs
from all facilities. DHS is also networked together and has the same requirement.
2.18.2 (R) Describe storage/retrieval options:

GTL Response: Read , understand, and will comply.

Call Record Storage: GTL currently provides on-site call record storage for one year at each
facility which exceeds the nine month requirement and we will continue with this practice. In
addition, GTL will provide storage that exceeds the on -site requ irement by providing storage of
call detail records on-line for the life of the contract
LazerPhone operates automatically in a dynamic, real-time environment. As offender/client calls
are placed and completed, call records are created and saved to the facility's local hard drive
array and transmitted in real-time to GTL's Data Center in Mobile for archiving and bill
processing. An exact copy of each call detail record is immediately sent to GTL's Data Center in
Houston . These initial events create three (3) identical copies of each call record (1 on-site , 2
off-site). Additionally, call records at each GTL Data Center are backed up period ically to
separate storage locations with in each center.

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTe.

Call Record Retrieval: For the entire duration of the contract all call detail records (for all calls
at all facilities) will be immediately accessible via LazerWeb, the system's secure user-interface
program, by authorized DOC/DHS staff.
The secure, virtual private network (VPN), provided and maintained by GTL specifically for our
LazerPhone systems, allows all DOC facilities to be networked together and all DHS facilities to
be networked together for on-site or remote retrieval of call data by individuals authorized by the
DOC or DHS to access such data.
The secure, virtual private network (VPN), provided and maintained by GTL specifically for our
LazerPhone systems, allows all DOC facilities to be networked together and all DHS facilities to
be networked together for on-site or remote retrieval of call data by individuals authorized by the
DOC or DHS to access such data.

2.19

(M) System Security The system must provide for password security per facility to access four
different levels.

E.g.:
Area

Investigations

Offender/Client
Accounting

Phone
Room
Locations

Electronic
Technicians

Level

GTL Response: Read, understand, and will comply.
2.20

(M) Telephone Billing The system must be able to process calls and provide billing to all
telephone numbers in the United States and possessions and to all telephone companies,
including those considered off-net by some offender/client telephone providers.

GTL Response: Read, understand, and will comply.
2.21

(M) Personal Identification Numbers The system must be able to handle debit and collect
calling with personal identification numbers (PINs) with a minimum of 12 numeric characters.

GTL Response: Read, understand, and will comply. Details provided below.
2.21.1 (R) Describe how this is accomplished

GTL Response: Read, understand, and will comply.
GTL currently provides debit and collect calling through the use of a 12 digit OID/CID number.
Each DOC/DHS LazerPhone installation will be configured to include comprehensive PI Nand
debit functionality that provides offender/clients the capability to place debit calls as well as
collect calls.
©2009 Global Tel*link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GT[

During each call attempt, after the PIN and desired destination number have been entered, the
system'~ automated operator instructs the offender/client to indicate with a specified key-press if
the call IS to be placed as collect or debit. If the debit option is selected, the automated operator
reports the current balance in the offender/client's prepaid account. If the balance is sufficient,
call processing continues. If the balance is insufficient for the current call type, the
offender/client is informed that additional funds must be added to the account before a debit call
can be made.
When a debit call is accepted by the called party, the cost of the call is automatically deducted
from the offender/client's LazerPhone debit account.
2.21.2 (D) The system should automatically assign a PIN and provide notification to first time
users of the system.

GTl Response: Read, understand, and will comply. Details provided below.
2.21.3 (R) Describe how this is accomplished.

GTL Response: Read, understands and will comply.
The LazerPhone platform currently provides PIN assignments for offenders through the
exclusive NCC FTP feed provided by GTL. The 12-digit split PIN is completed with minimal
effort from the DOC staff. GTL has an automated PIN enrollment feature established on a
similarly sized DOC account that has proven successful. This process is accomplished by a
minor adjustment to the NCC process. In addition to the Auto - PIN feature through this
modified NCC feed, GTL has Web interfaces that could be developed to incorporate this
request.
The first time an offender/client attempts a call, following the input of the newly assigned PIN,
the system's automated operator prompts him or her to "clearly say your full name". The name
is recorded and stored in the PIN file for automatic retrieval when the called party answers the
phone.
All PINs and associated information are stored in a secure, centralized database. Only
authorized personnel will be able to access the password protected-database. The LazerPhone
database will enable System or PIN Administrators to quickly modify or deactivate an
offender/client's PIN.

2.22

(M) Establish Offender/Client Accounts A workstation must set up offender/client telephone
accounts with offender/client PIN and offender/client identification (OID/CID) number.

GTL Response: Read, understand, and will comply.

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

, ~r
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2.22.1 (M)The workstation must set up offender/client PIN accounts by offender/client name,
OID/CID number, living unit and bed as determined by facility.

GTL Response: Read, understand, and will comply.
2.22.2 (M) An established offender/client PIN shall automatically follow the offender/client to all
the DOC or DHS facilities on a transfer.

GTL Response: Read, understand, and will comply.
2.22.2.1 (0) The offender/client PIN should automatically follow the offender/client on a
transfer in real time.

GTL Response: Read, understand, and will comply. Description provided at 2.22.4.
2.22.3 (M) The system must read ASCII files and create or update accounts accordingly_ A file
will have one record per offender/client. Each record will include these fields: OID/CID
(char-6), first name (varchar-30), last name (varchar-30), and facility (char-B).

GTL Response: Read, understand, and will comply.
2.22.4 (R) Describe how the above account management is accomplished:

G TI Response: Read, understand, and will comply.
IL.
GTL will continue to receive and process the nightly pin feed from MNDOC. GTL was
instrumental in working with the State to set up this process and not only understands the
process, understands the amount of work and effort required to get to where we are today. The
development for PIN management deployed for and in place for MNDOC will continue to
seamlessly allow automatic capability to follow the offender PIN to all DOC facilities on their
transfer. With GTL's current thorough understanding of the processes in place for DOC it will be
a transparent addition to manage the data provided by DHS if and when they decide to FTP
their client information to the GTL FTP site.
The PIN used for phone calls on the offender/client system is more than the 010 data provided
in the nightly feed and the processes in place allow for the offenders to expeditiously have
access to contacting friends and family once they are entered into the DOC system. GTL will
maintain the level of granularity of location that we currently perform based on the data supplied
byMNDOC.
As this process is well established. no incremental development by GTL is required for
this functionality to continue to operate.

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

2.23

GTl

(M) Transferring Money to Accounts The system must be able to update offender/client phone
time using a file by the Syscon Inmate Accounting System but will not interface with the Syscon
system.

GTL Response: Read, understand, and will comply.
2.23.1 (M) Money in each offender's/client's phone account must transfer to another
facility/hospital along with the offender/client by an automated process and not require
the account to be closed and re-entered at a different facility.

GTL Response: Read, understand, and will comply.
2.23.1.1 (D) This transfer of money in each offender's/client's phone account should be in real
time.

GTl Response: Read, understand, and will comply.
GTL is able to accommodate real-time money transfers by using our Webportal; a web services
application with specifications written in industry standard language.
LazerPhone is currently able to update offender/client phone time using a file provided by the
Syscon Inmate Accounting System, without the need for a direct interface with the Syscon
System. If the State is interested in pursuing real time money transfers, GTL would be willing to
discuss a possible direct interface to their Syscon System to accommodate these deposits.
As this process is well established. no incremental development by GTL is required for
this functionality to continue to operate.
2.23.2 (M)The automated process for phone time purchases shall occur daily by 9:00 a.m.
Central time.

GTL Response: Read, understand, and will comply.
2.23.3

(M) The system must read ASCII files, containing records consisting of OID/CID (char-6)
and number of units (dollars) (decimaIS.2). Six total characters, two after decimal.

GTL Response: Read, understand, and will comply.
2.23.4

(M)The system must add number of dollars of credit from unit to each OID/CID.

GTL Response: Read, understand, and will comply.
2.23.5

(R) Describe how the above money transfers will be accomplished.

GTL Response: Read, understand, and will comply.
©2009 Global Tel*Unk

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

On behalf of DOC/DHS, GTL invested human and capital resources migrating from a local debit
system to the current centralized debit system. The collaborative efforts between the State and
GTL provide for an efficient, effective system that allows the offenders to purchase phone time
during their canteen visits and have the money deposited on the GTL calling platform.
The phone time purchases are currently processed by receiving a nightly feed via an FTP
process. GTL currently accepts and reads the provided ASCII file of offender/client identifiers
and dollar values and immediately loads them into the LazerPhone PIN Debit database;
distributing funds to the appropriate offender/client accounts. Each offender/client's phone time
purchases and account balances transfer with the offender/client automatically with the current
system in place. Account balances are not closed and re-entered during this process.
As soon as the allocated money is added to a PIN Debit account, it is available for the
offender/client's use. This type of money transfer is a standard GTL process used in many
current applications across the country.
As this process is well established. no incremental development by GTL is required for
this functionality to continue to operate.
2.24

(M) Call Accounting The system must be able to update offender/client's phone time at the end
of each call and announce remaining phone time before the next call. Include time required to
accomplish this in your response.

GTL Response: GTL understands and will comply.
LazerPhone updates the monetary balance (phone time) in offender/client PIN debit accounts in
real time as calls are completed. An offender/client who hangs up and immediately places
another debit call, upon chOOSing the debit option during call setup, will hear the already
updated balance in his or her account.

2.25

(M) System Reports System shall provide automated reports and the system data base shall be
accessible to DOC/DHS personnel to create reports on demand.

GTL Response: Read, understand, and will comply.
2.25.1 (M) The system shall provide automated phone call data reports daily prior to 6:30 a.m.
and is to contain all of the calls from the previous day using the format: Facility, Date,
Time, Length, Area Code, Phone Number, Offender/Client OID/CID, Channel, C if
CollectlD if Direct. Format the call comes in is: RC040627064001 00153202594205 .
00002056170052C The conversion is: MCFRC,80,06/27/2004,20:25:36,11,320,2594205,205617,51,C.

GTL Response: Read, understand, and will comply.
Per Addendum #1 of the RFP, this section relates to the FTP of SMDR/CDR data for integration
into the States iBase System. GTL worked extensively in a collaborative effort to establish this
@2009 Global Tel*Unk

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTf
L.
'1.

process and it has been time-proven to be an effective means to allow the 051 team to use this
data in merging call records with offender data to streamline the work they perform.
2.25.2 (M) Personnel from DOC and DHS shall be able to access the database to create and
manipulate their own ad hoc reports providing search capabilities by different criteria.

GTL Response: Read, understand, and will comply.
2.25.3 (M) Multiple DOC/DHS staff must be able to access the database Simultaneously.

GTL Response: Read, understand, and will comply.
2.25.4 (M) Reports are to be created either ad hoc or on an automated scheduled basis.

GTL Response: Read, understand, and will comply.
2.25.5 (M) Reports must show both purchase and use data, including but rYot limited to:
offender/client's name, OID/CID, number dialed from, number dialed to, start and end
time of call, call duration and charges.

GTL Response: Read, understand, and will comply.
2.25.6 (M) There shall be no limit on the number of times reports are run in any time frame.

GTL Response: Read, understand, and will comply.
2.25.7 (R) Describe how access to database and these reports are accomplished:

Authorized personnel from DOC and DHS are able to access LazerPhone databases to
generate reports, on-demand in real time, using the LazerWeb Call Search window, which
offers a wide variety of call record and administrative reports based on offender/client call
records and the system's activity log. Predefined report types (templates), selected from a dropdown menu, make report generation simple. Point-and-click Record Filters easily customize the
selected template to search for calls or system activities that meet specified criteria.
Once the desired type of report is selected and any special search parameters defined, a click
of the Search button produces the report on the screen. A click of the Print button sends the
report to the workstation printer. Up to the minute reports can be generated at any time and for
any designated time period.
LazerWeb Standard Report Types
Call Detail Report
Frequency Report by Origination Number
Frequency Report by Destination Number
Frequency Report by PIN
®2009 Global Tel*Unk

Custom Query
Account Creation Report (PINs)
Reconciliation (PIN Debit Accounts)
Inmate Transfer Report
Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

Frequency Report by Trunk 10

Trunk Activity Report

Hot Alert - PIN

Call Traffic Analysis

Hot Alert List - Destination

Call Rate Type Analysis

Shared Destination List

Audit Log Report
CALL DETAIL REPORTS

Standard Call Detail Report: This report includes for each call record: Phone Station 10, Site
10, Station Location, Destination Number, PIN, Alias·, Last Name, First Name, Daterrime,
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

R
N
L

p
C

Indicates
A recorded conversation is attached
A user Note is attached
The record is Locked to keep its recording beyond normal storage period
The recording has been played back (Playback History)
Call record has been downloaded to CD (Call Download History)

* The Alias field of a call detail record is available for additional information about the inmate: alternate name, gang
affiliation, et cetera.

Search Criteria for Call Records Include (but are not limited to):
Call data by Facility
Call data by Date or Range of Dates
Call data by Time or Range of Time
Call data by Origination Number (inmate phone)
Call data by Destination Number
Call data by Inmate PIN
Call data by Group of Inmate Phones
Call data by Rate Type (Local, InterLata, etc.)
Call data by Trunk Line
Calls with Recorded Conversations
Calls with Replayed Recordings
Calls with Notes
Calls with Specified Words or Phrases in Notes
Calls of a Specified Duration
Calls with a Specified Start or End Code
Free calls
Completed calls
Incomplete calls
Incomplete calls that validated

Ad Hoc Custom Query: There are more fields of information in call detail records than can be
easily displayed in a single report. When needed, call detail reports can be customized to
display alternate information. A custom search query in the Search By Custom field on the Call
@2009 Global Tel*Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTf
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Search screen's Filters dialog box can generate unusual or special reports. GTL's Customer
Support per~onnel will be h~ppy to construct custom queries for special reports, or assist facility
personnel with the construction of custom queries.

2.26

(M) TTY Capabilities/ADA Compliance Options The system must have ITY functionality. See
Appendix A for number of ITYs per location

GTL Response: Read, understand, and will comply.
2.26.1 (I) The number of TDDs and their locations will be determined by each facility at time of
conversion.
2.26.2 EM) PriRteyt fFoFA TOO FAyst l:Ie al:lle to l:Ie seRt ayteFRatisally to a pre EleteFFRiReEi SSGHM
10satioR to l:Ie EleteFFRiReEll:ly easl=! fasility at tl=!e SORslYsioR of easl=! sail. (M)

History/transcript from ITY calls must be able to be sent automatically to a predetermined secure location to be determined by each facility at the conclusion of
each call. (Changed per Addendum #1)

GTl Response: Read, understand, and will comply.
2.26.3 (M) Each TOO location must function as any other phone location as to time limits, debit
capable etc.

GTl Response: Read, understand, and will comply.
2.26.4 eM) 'TOO locations must be designed so that offenders/clients cannot disable the printer.

GTl Response: Read, understand, and will comply.
2.26.5 (D) List other ADA Compliance options including but not limited to video.

GTl Response: GTL understands and will comply.
As the current provider, GTL initiated a TOO "pilotn program that has since become a successful
model within all facilities requiring TOO calling. GTL has worked diligently with the state and
n
AOA compliance officers to ensure that the TOO locations under the "pilot program perform the
same as any other phone location including the options to make TOO to TOO calls, or TOO to
Voice through the use of the Minnesota Relay service. GTL has provided the State with the
process document that outlines the exact steps the offenders/clients need to perform when
making TOO calls.

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L
GT"r
,

GTL is sensitive to the needs of offenders/clients requiring TDO devices and under the guidance
of MNDOC has allowed provisions for the hearing impaired to have additional time limits due to
the typing necessary to communicate with a TOO device. As always, these guidelines are all
subject to the approval of MNOOC and can be modified as directed by the State.
GTL realizes there are several relay services available for relay type calling and is willing to
explore other options with the State, including video relay. GTL would be agreeable to
implement another "pilot" program to test the success of video calling for their offender/client
population. GTL would strongly caution on the use of video to video communications for hearing
impaired inmates due to the lack of control and the potential loss of investigative data from
these types of calls.

2.26.6 (R) Describe how these will be accomplished listing requirements and any limitations.

GTL Response: Read, understand, and will comply.
GTL will provide MNOOC with TDOITTY equipment at all required locations. GTL also
recognizes that MNDOC will make its best effort in protecting and securing all equipment while
not in use. GTL's existing TOO service is an accomplished, proven system across all State
facilities and has been interfaced affectively with the Mercom recording equipment. In addition
to the capability to playback calls via the Mercom equipment, the information recorded can also
be printed out for evidentiary purposes.
GTL is offering the Ultratec SuperPrint 4425 or compatible device at no charge to the State,
thus no comparison between the purchase and lease price is required. GTL further recognizes
the fact that the facilities and hospitals reserve the right to provide their own TIY devices and
will continue to work with each department in providing dialing instructions for these devices to
the offenders/clients.
All telephone stations proposed are capable of handling TDOITTY equipment. GTL will provide
each site if required with an Ultratec SuperPrint 4425 or compatible TIY device with a built-in
24-character printer although the print functions is not a mandatory requirement within the RFP.
The unit will require a standard 11 Ov AC outlet within 5 feet of the inmate telephone.
In the industry there are two ways to process calls using TOOITTY equipment, the LazerPhone
System will accommodate both types of calls outlined below.
The first type of call is TIY to Voice (Relay). GTL will provide the ability for all hearing impaired
inmates to contact the Minnesota Relay service via the LazerPhone system and the provided
TOO phone. GTL has worked closely with the Minnesota Relay service the past 5 years and
have established security rules and procedures for the relay operators to follow when they
receive a call from any of the MNOOC facilities. GTL will continue to provide this service to
MNDOC and DHS.
The second type of call is TTY to TIY calls. The LazerPhone system will support direct access
to the called party and will not require any relay operator to set the call up. The inmate simply
follows the on screen sCripts and the call will be processed in the same manner as a non- TIY
@2009 Global Tel*Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

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GT . L
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call. Once the called party picks up the telephone, the LazerPhone system will provide the
called party all called party prompts in standard rrv Baudot language. Once the called party
accepts the call, the inmate and called party are connected and they can begin their
conversation. rrv to rrv calls have the ability to be billed either collect or debit.
Although there is no requirement for printers on the TOO devices requested by the State, GTL
understands the State's desire to disable the print function. There are multiple solutions to
disabling print functionality from TIV devices and GTL is willing to work with MNOOC in
determining the best and most practical solution. The users are prevented from disabling the
baudot code which is sent to the LazerPhone and State's Mercom recording device. This code
allows for printing the conversation at any location regardless of what the user does to the local
print function. Automatic printout capability can be set up to any pre-cletermined secure location
determined by each facility. GTL simply will need to be provided a location and telephone
number for the print out to be sent to. In addition, GTL has devised a solution that would allow a
redundant printer to be located within the facility to capture and print data regardless of the
action of the user of the TOO.

2.27

(D) Detect 3-way Calling. Call Forwarding. and Call Transfer - Custom Calling Features
(CCF) The system should have the capability to detect when call forwarding, call waiting and
three-way custom calling features have been activated.

GTL Response: Read, understand, and will comply.
Inmate attempts to fraudulently use the facility's telephones 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. GTL has designed LazerPhone to address each of these issues.
Fraud attempts involving the simple dialing of disallowed/blocked numbers are easily detected
and prevented by LazerPhone's number validation process. Manipulations at the inmate phone,
such as hook-switch flashing or the dialing of extra digits are also easily detected and thwarted.
Inmates frequently try both, but to no avail.
Hook-Switch Flashing: LazerPhone's exclusive electronic circuit design eliminates fraud
through secondary dial tone, chain dialing, hand-held OTMF dialers, hook/switch dialing and
access to non-billable numbers (Le., payphones). Hook-switch flashing of a telephone
controlled by LazerPhone is ineffective. It does not yield a secondary dial tone. When the switch
is depressed, even briefly, the current call is disconnected and, upon release of the switch,
LazerPhone's automated prompts for a new call setup begin to play.
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.
Three-Way Calls: Three-Way calls are detected and processed by an exclusive LazerPhone
hardware and software design that includes the utilization of a licensed proprietary process that
may include: Hook-flash detection (timing parameters for hook-flash events can be adjusted),
the occurrence of speech relative to a hook-flash event, secondary ringing and OTMF signals.
©2009 Global Tel·Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTf
'.'L

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

Fraud attempts involving called party cooperation to attempt a three-way call is frequently
detectable. Although there is no way to count or otherwise note Three-Way call attempts that go
undetected in an actual offender environment, detection and processing of three-way calls has
proven to be highly effective on a clean network connection in test environments. In a working
prison environment, all of the detected three-way attempts can be disconnected and reported by
the LazerPhone system.
With current technology, however, there remain challenges to three-way call detection: (1) Call
waiting or noise conditions (poor quality lines, use of cordless phones or cell phones that create
noise, use of an extension phone during a conversation, etc.) may mimic the sound of a threeway call, which makes differentiation virtually impossible and can result in erroneous
disconnects; (2) Call forwarding may not yield a detectable sound; and (3) Noise, conversation
(an attempt by the called-party to "talk-over" a hook-flash, secondary ringing or DTMF signals)
and muting by the called party may mask sounds and signals normally present during a threeway call attempt, which makes three-way detection virtually impossible. GTL engineers
continuously strive to meet these challenges in more and more effective ways. As fraud
prevention strategies evolve, new versions of the software will be automatically uploaded to all
LazerPhone systems.

Announced Warning: To help discourage three-way call attempts, LazerPhone can announce
to the inmate and called party: "Do not attempt to place a 3-Way call or your call will be
disconnected. n
Call Forwarding: Fraud attempts involving a called party's cooperation in having calls
automatically forwarded to a remote number, is a great challenge. A reliable method for
detection or prevention of forwarded calls is not currently available anywhere (in spite of some
claims to the contrary). GTL has been actively involved in the development of the 'call
forwarding" feature for the past 5 years. We have worked with our internal engineering and
development teams as well as outside firms and multiple LEC'S across the USA. Our Fraud
Team works hand in hand with our customers to monitor forwarded calls. As new technology
develops that can accurately detect call forwarding, our Company will incorporate this
technology into our software releases and Minnesota DOC/DHS will be furnished with this
technology.
Although there is currently no reliable electronic method of detecting and stopping calls from
being forwarded to another number, our Fraud Control Department monitors called numbers
and we have successfully recognized when calls to a particular number have been forwarded.
In such cases, we have prevented these numbers from being called again by inmates.

@2009 Global Tel*Unk

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTf
'.L

PIN Sharing: Fraud attempts involving PIN sharing among inmates are most easily prevented
by the assignment of Call Allow lists. A limited list of approved numbers can be assigned to
each inmate PIN. This is a passive but powerful way to deter PIN sharing, since numbers on
one inmate's list are rarely significant to another. Call Allow lists also greatly reduces the need
to continuously update blocked numbers.
Because manually creating a Call Allow list for each inmate is time consuming, LazerPhone has
a self-learning feature that can be used to automatically generate an initial Call Allow list for
every inmate PIN, based on the first few destination numbers called after the inmate enters the
system. The facility is free to decide 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.
Pin sharing may also involve attempts by two inmates to use the same PIN at one time. If
inmate A is on a call using his PIN and a second inmate attempts to use inmate A's PIN the
system will detect and prevent the second call from occurring. These calls are tagged with a
"PIN Sharing" code and searchable in LazerPhone's reports mode.
It is important to note that- no technology is 100% reliable in detecting three way calls and call
forwarding. Local telephone companies offer features that are seamless in nature and are
designed to be silent in nature to improve the overall service to their customers. GTL knows of
no detection technology which can reliably detect 100% of three way calls or custom calling
features. Be mindful of these claims of absolute reliability as this detection technology does not
exist in the correctional environment.
2.27.1 (0) When this occurs the system should playa recorded message to the offender/client
that the system has detected custom-calling feature activated (CCFA) and their call will
be disconnected in 15 seconds.

GTL Response: Read, understand, and will comply.
When a three-way call attempt is detected, LazerPhone can playa recorded message informing
the offender/client that the system has detected a three-way event and the call will be
disconnected in 15 seconds.
2.27.1.1
(0) The recorded message and call disconnect features should be able to be
activated/deactivated by each facility

GTL Response: Read, understand, and will comply.
Each facility is able to select LazerPhone's response to fraudulent activity. Response options,
which can be activated or deactivated by authorized personnel, include:
• Disconnect the call
• Flag the call for further investigation
• Playa recorded message
• Any combination of the above options

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTr
'.L.

2.27.2 (0) The system should also log and code on SMDR/C DR showing th at CCFA was
detected on that call independent of the message and disconnect features being
activated or deactivated.

G T'

Response : Read, understand, and will comply .

LazerPhone logs detected fraudulent call activity in call detail records (SMDR/CDR). Th is
coding is used by the system to display and report such activity.
As shown in figure 2.3, LazerPhone's 3-way report filler will produce a Three Way Call Report
exclusively for calls during which three-way activity was detected.

Figure 2.3. Display and Print Reports of Three Way Coli Attempts. Administrators and investiga tors
,
I
II

To quickly catch the attention of the system administrator or OOC/DHS investigators to possible
fraudulent ca ll activity, LazerPhone displays calls during which potentially fraudulent activity was
detected in distinctive colors on LazerWeb's Call Search window. As illustrated in figure 2.4,
three-way call attempts are flagged with red highlighting, while extra digits dialed are displayed
in orange.

~2009

Global Tel·Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposa l
October 23. 2009

",L.
GTr

Figure 2.4 .. Highlighted Records In Call Detail Reports Draw Attention to Illegal Activity. Red indic ot es 0
3-woy call a tte mpt. Ora nge ind icates that extra digits w ere dialed during the call.

2.27.3 (0) The CCF should allow for adjustment of the levels of detection.

G T'

Response: Read, understand, and will comply. Details provided below.

2.27.4 (R) Describe how this would be accomplished.

GTL Response: Read , understand . and will comply.
GTL is able to adjust the levels of LazerPhone 's fraudulent activity detection by manipulating
internal volume controls ; increasing or decreasing the system 's sensitivity to audible sounds
transmitted , and adjusting the timing parameters for hook-flash events.

2.28

(M) UPS The Contract Vendor is 1 supply an Un interruptible Power Supply (UPS) capable of
0

sustaining full system operating power for 2 hours or grater in the absence of line power.

G T'

Response: Read , understand, and will comply.

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling Syslem Proposal
October 23. 2009

2.29

f
GT L.
,

(M)Telephone Sets The Contract Vendor is to utilize singJe·line security style analog telephones
consistent with the level of security or mon itoring required by each facility. No proprietary ~ smart~
phones will be allowed. Fraud prevention programs must reside in the main system. The phones
must work with existing telephone monitoring systems at the DOC and DHS facilities and must be
comparable to or beller than existing phones.

G Tl Response : Read , understand, and will comply.
(M) The res pond er is to provid e desc riptive literature for proposed telephon e sets.

G T'L
•

Response : Read , understand, and will comply .

W e have provided descriptive literature for the proposed telephone sets as GTL Attachment C:

Telephone Literature.
Constructed with heavy· duty stainless steel , GTL's inmate phone is a totally secure unit, ideally
su ited for pri sons and jails. Inmate telephones are line powe red and requi re 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 high est degree, and can only be ope ned 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
res istance - extremely resistant to st retching and breaking. Following is a brief technical
description and image of our standard offender/client telephone.

GTL Standard Inmate Telephone

CT-410-SS-VCO-18

CT410
Housing: High Security. 14 Gauge, Stainless Steel
Size: 11 %~ Hx5"\Nx2%~ D
Hookswitch: Magnetic or Micro Switch
Volume Control: Technician Set or Optional Extemal Button
Extemal Volume Control Button Meets ADA
Hearing Aid Compatible Meets EIA·RS·504
Sidetone Reduction : Built·in Confidencer Function
Connections: Modular
Keypad : Heavy Chrome Metal
Handset: Armored Cord with Steel lanyard and Heavy
14 Gauge Steel Retainer
Instructio n Card: 1 3/4"H x 4"W
Conformal Coating: Protects componen ts for Outdoor Use
Meels FCC Part 68 and 8ellcore TR·TSY·000450
Meets Waterspray test Be1lcore TR-TSY·000456 7.2
Line Powered : No AlC power required
Mounting: Mounts directly to wall, or to a Model
TM~OOO·BB I TM~500·BB Backboard or to an existing
17BA Backboard with adapter Model TM · 17BA·ADP~OO.
FCC Registration: US: 1UBTENANCT

(I) The State reserves th e right to have a facility provide th eir own telephone sets.
0 2009 Global Tel"link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

2,30

L
GTr
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(M) ~ Tel~phones The Contract Vendor is to utilize single-line security style TTY telephones
consistent with the level of security or monitoring required by each facility. The phones must
work with existing telephone monitoring systems at DOC and DHS facilities.

G TL Res pon se: Read , understand, and will comply.

(M) Th e res ponder is to provide desc riptive literatu re for proposed telephone sets.

Res ponse: Read, understand, and will comply.

We have provided descriptive literature for the proposed TTY units at GTL Attachment C:
Telephone Literature.
(I) The State reserves the right to have a facility provide thei r own TTY telephones.
2.31

(0) LIve Monitoring The system should have Ihe capabi lities 10 Live Monitor any/all calls at any
facility .

G T.

Res ponse: Read , understand, and will comply .

LazerPhone provides fully integrated state-of-the-art monitoring and recording capabilities. Live
monitoring does not interfere with on-going recording operations. By default, all inmate
conversations are recorded and subject to monitoring unless monitoring and recording are
prohibited to ensure clienUaltorney privalege or have been selectively turned off by authorized
facility personnel.
Cu rrent inmate line activity may be vis ually monitored on LazerWeb's Call Monitoring window
andlor audibly monitored by directing a live conversation to the workstation 's computer
speaker, to a standard phone, or to a cell phone. Because both visua l 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 ca ll.

Line Monitoring; Authorized pe rsonnel may watch the status of phones and calls-in-progress
at the local workstation or a workstation at a remote central site. LazerPhone provides a visual
display of all phone line activity in real time on the Call Monitoring screen.

11 ..... .
111 .... 1
11' .... 1
0\ .... 1
~~.

•..
-.
-

-~-

••

Figure 2.5. See Inmote Phone Line Activity In Reol Time ..

~00 9

Global Tel-Unk

_
.
_.
_.
-"

Seclion 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GT f
, ."L

AUDIO CALL MONITORING

The Listen button on LazerWeb's Call Monitoring window allows the system user to direct a
selected call either to the workstation speaker or to a particular telephone for live conversation
monitoring.
A call-in-progress detected by the LazerPhone's Hot Number Alert system is automatically
directed to up to three pre-designated phone numbers (standard phone, cell phone, or pager).
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.
When the call is directed to a telephone, the authorized person enters a password via the
phone's keypad to access the live conversation.
If the need arises, at the workstation or from a remote location, an authorized officer may
instantly disconnect an inmate's call. If logged into the system, the officer clicks the Cut Call
button on LazerPhone's Call Monitoring window. From a remote location, the authorized official
will enter LazerPhone's KwicKILL code on the monitoring phone to disconnect the call.
A person using a telephone to silently monitor an inmate's call has the option to break into the
live conversation to speak to both parties by entering LazerPhone's Conference code on the
keypad of the monitoring phone.
2.32

(D) Recorded Call Monitoring The system should record all calls and maintain the call records
for nine (9) months.

GTL Response: Read, understand, and will comply.
LazerPhone's recording functionality is fully integrated and recording parameters are userselectable. By default, all offender/client 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.

Recording Storage: LazerPhone will be configured to retain recordings of offender/client
conversations on-line for a minimum of nine (9) months. The system's Record Lock feature
allows recordings of special interest to be retained beyond the agreed upon storage period (until
the record is unlocked). The LazerPhone workstation is equipped with a Compact Disk
ReadlWrite (CDRW) drive for backing up call records andlor recordings for off line storage.
LazerPhone's easy backup routine allows up to 100 recordings to be selected at once for copy
to a CD. Copying a selected set of recordings to a CD requires only 4 mouse clicks to
accomplish.

Chain of Evidence: Automatic Chain of Evidence or Custody is what you get with Global
Tel*Link's (GTL) exclusive Security Envelope that is wrapped around every recorded call.
GTL's security envelope is the court-tested way to secure recorded evidence.
With the security envelope, each recording from the GTL LazerPhone is digitally encrypted,
time-stamped and positively identified. Recordings protected by the security envelope can be emailed or burned to a disk and mailed without the possibility of tampering. When the recording
©2009 Global Tel*Unk

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTf
IL

is played back on the integrated media player, the integrity of the security envelope is confirmed
automatically.
The security envelope 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.
GTL's Security Envelope is the foolproof way to enter inmate recordings into evidence with a
built-in chain of custody. With this kind of air-tight evidence in hand, you can replace lengthy
court appearances with plea bargains. And you'll never lose another high-profile conviction to a
chain of custody technicality. GTL's security envelope is like a secret weapon in your
investigative arsenal. Recording evidence protected by GTL's Security Envelope has
consistently held up in court. Global Tel*Link provides expert testimony, free of charge, to any
jurisdiction on the authenticity of LazerPhone recordings.
The staff provided by GTL to perform this service is able to explain to a court or jury how our
LazerPhone's system and data storage methodologies operate. As previously explained in our
response above, GTL's forensically secure methods of collecting and storing inmate call data
have proven legally acceptable and have conSistently held up in court.
For example, in July 2009 LazerPhone recordings were introduced as key government
evidence and significantly contributed to the conviction of a former evangelist accused of sexual
exploitation of children. Immediately after conviction, FBI Special Agent Carl Malloy said:
"The crimes he committed against children are unthinkable. The US Attorney
and FBI wanted me to pass along a great big THANK YOUlI to GTL for
providing an outstanding product that allows them to capture and keep people
like this away from society."
Other Examples of GTL Expert Testimony Cases
U.S. vs. James Franklin Brooks (Case# OB-CR-000S1-HDC) 2008
U.S. vs. Steadman Lasalle Anderson (Case# 08-00053-KD) 2008
State of Texas vs. Joshua Aaron Kennedy (Case# 07-06-05796-CR) 2008
State of Texas vs. Bernard Mario Clark (Cause# 44740) 2007
State of Texas vs. Louis Charles Harper (Cause# 44677) 2007
State of New Jersey vs. Kelly Doyle (Case# DV-2007-01-0035) 2007
U.S. vs. Richard Morrison (Case# 05-205-CG) 2006
U.S. vs. Russell Harmon (Case# 05-00244) 2006
State of Georgia vs. James Preston Brock (Case # CR06-20S) 2006
State of Georgia vs. Gregory Lewis Bostic (Case# CROO-2956) 2006
Chicago Police Department - Identity Theft Case 200S
State of California vs. Isaac Baca 2006
©2009 Global Tel*Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

, IL
GTI·

State of California vs. Anthony Alvarez 2006
State of Texas vs. Robert Banargent 2005
State of California vs. Johnnie Chagolla 2005
People vs. Nickerson FBA 006680 - Barstow CA 2005

Outcome Summary: In each of the above cases, GTL's Expert* was called upon to explain
how LazerPhone's electronic security envelope ensures the authenticity of LazerPhone
recordings. In each case, one or more of the Defendant's recorded conversations were played
for a jury and proved to be the Prosecution's most valuable evidence. In each instance the
prosecution'S case was won and the defendant was convicted.
* Participating GTL Experts: Alan Bishop, Technical Sales Support Engineer, Mobile, AL; Ali Kamdar, Technical Sales
Support Engineer, Mobile, AL; Michael Precup, Sheriffs Facility Coordinator, San Bernardino, CA

2.32.1 (D) Investigators should have access to monitor recorded calls at all facilities.

GTL Response: Read, understand, and will comply.
Properly authorized investigators can access LazerWeb at on-site facility workstations or from
approved computers at remote locations, for the purpose of monitoring recorded calls at all
facilities. In addition GTL has set up certain investigators with VPN access that allows them to
access the recorded calls and perform any function of a GTL workstation from any site with
Internet access. GTL will continue to provide this VPN access to these OSI staff members if
awarded the contract.
2.32.2 (R) Describe how this would be accomplished.

GTI Response: Read, understand, and will comply.
tLo
GTL's inmate telephone system platform allows multiple facilities to be linked together through
GTL's Virtual Private Network for centralized administration and remote access. Authorized
users can access LazerWeb, the system's Web-based user interface, from on-site workstations
or approved computers at remote locations using Microsoft's Internet Explorer. The person at a
remote location can perform any LazerPhone administrative or investigative functions permitted
by the individual's DOCIDHS-approved security clearance level, just as if he or she were sitting
at the LazerPhone workstation at the facility.

Finding the Desired Recordings
The same Call Search window that yields complete call detail reports also provides immediate
access to recordings that are displayed and grouped according to the user's specified
@lOO9 Global Tel*Unk

Section 2 System Features and Equipment

Siale of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L
GTr
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preference. By default call records are displayed in descending chronological order, but can be
resorted by a va riety of parameters with the press of a button. The steps in the search process
are illustrated in figure 2.6.

Set Filter Criteria

Call Detail

(Dale, TIme, and/or
desired criteria)

ot~er

Figure 2.6. Access Recordings In the Call Search Window. Click the recording icon to open LazerPlayer and
begin the replay.

To facilitate research and playback, recordings can be located and sorted into groups by
specified parameters:

Use Standard Filters to Find Recordings: On the system's Call Search screen, the user
simply identifies the desired search criteria (date or range of dates, time of day, inmate phone,
inmate PIN , destination number, call type, etc.), then clicks the Search button. LazerPhone 's
"Calls with Recordings" filter will allow on ly calls with attached recordings to be retrieved.
For example, if the investigator wants to review all recorded conversations over the past month
for a particular inmate, Search filters would include: the start and end dates for the lime period
Recorded Calls· filter.
of interest, the inmate's PIN, and the system 's M
Sea rch Filters Freq uently Used by Investigators

Calls by a particular inmate (PIN)
Call from a particular inmate phone
Calls to a particular destination number
Calls with investigative Notes
Calls with particular words/numbers/phrases in Notes
Calls with recordings
Calls from any phone in a particu lar area
Calls with a specified Start or End code
Ca ll attempts that did not complete
C2009 Global Tel'Unk

Section 2 System Features and Equipment

Siale of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

',L
GTr

Use Investigative Notes to Find Recordings: LazerPhone's NOTES feature allows
investigators to attach a note document to any call record. For example, a note might contain
the inmate's case number, a special investigation name or number, or any other pertinent
information. Investigators can search for related recordings by specifying words or phrases
previously entered in Notes attached to call records. In th is case, LazerPhone will generate a
Call Detail Report that displays the recordings of all calls containing notes with the word or entry
of interest.

Sort Recordings into Desired Groups: LazerPhone initially displays recordings that meet the
specified search criteria in Simple chrono logica l order. A click on the title button of any field of
information displayed in the Call Search window will resort and group recordings by the selected
field. For example, to group recordings by inmate, the investigator clicks the title button of the
PIN field . This will resort the call records so that all of the recordings for any given inmate are
grouped together.
A single click on a ca ll record 's Recording icon (Figure 2.6) opens the LazerPlayer illustrated in
figure 2.7 and begins the replay.

.. .

-. . .

. ,.....

~ .

"".'

Figure 2.7. l azerPla yer Opens During Recording Replay. Speciol tools in
lozerPloyer allow investigators to replay and otherwise handle secure
recordings without destroying the chain of evidence required by court
rooms.

~2009

Global Tel·Unk

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTl

deliberate or accidental alteration to the recording disturbs the security envelope and is
im~ediately detectable. Global Tel*Link, the manufacturer of LazerPhone, will provide expert
testimony, free of charge, to any jurisdiction on the authenticity of LazerPhone recordings.
The system's small LazerPlayer program is also copied to the CD to allow the secured file to be
played back; and the Security Envelope verified, on a remote computer.
Save and Replay Recordings in WAY and MP3 Formats: A recorded conversation may also
be saved to a WAVor MP3 file that can be copied to CD for playback on commercially available
CD players. It is not recommended that WAV versions of an inmate's conversion be submitted
as actual evidence, since conversion to the publicly accessible WAV format strips the recording
of its security envelope. Without the security envelope, a recording's authenticity cannot be
positively verified.
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 to
be replayed on a remote computer·. A recorded conversation saved to a WAVor MP3 file can
also be em ailed and played back using Windows Media Player.
Recording Responsibility: GTL is attaching its standard Recording Disclaimer Form as GTL
Attachment E, which provides the terms under which GTL provides the call recording function
to our customers. This form is an integral part of every agreement entered into by GTL under
which GTL provides a party with the ability to record calls and utilize the recordings. Insofar as
GTL only provides a recording capability, and has no role, advisory or otherwise, in the use of
the recordings, GTL must be indemnified, defended and held harmless in the event of
allegations that recordings have been mishandled in accordance with the pertinent laws, rules
and regulations.

@2009 Global Tel*Link

Section 2 System Features and Equipment

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

2.33

GT . ·r·
'.'L

(M) Virtual Private Network Connections Vendor shall provide customer access to at least five
Virtual Private Network connections for authorized users at remote locations to access the login
screen of the system's control program using Microsoft's Internet Explorer.
This access will allow the person at a remote location to perform any of the Vendor's
administrative or investigative functions permitted by the individual's approved security clearance
level, just as if he or she were sitting at the workstation at a DOC/DHS facility. Telephone calls
for a minimum of the previous sixty (60) days will be made available for monitoring via this
method.
Authorized remote access to the Vendor's Offender Telephone System shall be accomplished by
either of the following methods:
1)Secure Internet (VPN) Access: Remote connectivity can be added for Investigative staff or
other approved law enforcement agencies by way of a Secure Internet connection to Vendor's
Virtual Private Network.
2)Remote user will have a PC computer configured with an existing Internet account, Microsoft's
Internet Explorer, and security clearance to access the Vendor's system. No additional software
shall be required.

GTL Response: GTL understands and will comply.

Section 2 System Features and Equipment

Stale of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTr
.JIL.

SECTION 3
Equipment Support (Service/Repair/Maintenance)
1M) Support/Maintenance. The Contract Vendor must supply support and maintenance for the
system and for TTY and telephone equipment at no cost to the State.

3.0

3.0.1

1M) The Contract Vendor shall have a certified andlor fully trained technician to do aU

installation, maintenance and repair.

,
G T'

Response: Read , understand, and will comply.
3.0.1.1 (R) The Responder to provide certification requirements and training experience

of technicians with response.

G T'

Response: Read, understand , and will comply.

Maintenance personnel are factory trained and certified technicians , capable of maintaining and
repairing both the inmate telephones and computer systems. Local technicians possess the
required level of knowledge relating to TELCO network, electronic circuits and wiring standards.
They are trained to diagnose, repair and adjust telephone and ancillary equipment to ensure
optimal performance and minimal down time.
GTL requires that any technician installing or supporting the "call processing platform" must
study the appropriate training manual(s) and pass GTL's certification exam for the platform or
platforms that the particular technician is expect to support before any work is done on that
platform.
The call processing platform is defined as any items inside or outside the equipment rack
including computers or computer peripherals, telephony cards , hard drive storage devices,
power supplies , UPS units, hubs, switches , routers and other networking equipment,
workstations, printers , software and firmware. Once the technician passes the exam they will be
considered certified on that platform for a period of one year. Each tech will be required to
retake the appropriate exams yearly to keep their certification current.
Our technicians are also trained and equipped to handle field repairs of the network at the
modular level. Working under the supervision of GTL network technical support, they perform
indicated module or card exchanges and/or replacements. They are trained in the fabrication
and testing of LAN interconnecting cables and have the proper equipment to repair and test
them.
Not only is the current technician fully certified and qualified to support the LazerPhone system ,
we have 6 other fully certified staff available to support the Minnesota Project in the event the
current technician is unavailable or additional resources are required.
3.0.2

(M) A certified and/or fully trained technician shall be located within 100 miles of each

State tacility.

GTL Response: Read , understand, and will comply.
©2009 Global Te\*Unk

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L
GTf
,

3.0.2.1 (R) The Responder to provide all maintenance facilities/technician locations.

GTL Response: Read , understand, and will comply.
GTL has serviced DOC and DHS facilities with a GTL certified technician based in the
Minneapolis metro area. The Minneapolis·based technician is within 100 miles of all facilities
with the exception of MCF Togo. GTL is pleased to augment our staff with an additional GTL
certified resource located in the Duluth, MN area.
The MCF Togo site with its minimal number of phones and minimal call vo lume is eq ually as
important to GTL as the largest facility under our contractural umbrella. To accommodate
service needs at this facility, along with providing additional support whe re needed, the newly
added technician will be strategically placed within easy driving range of the Togo faci lity.
In addition to the two primary technicians loca ted in Minneapolis and Duluth, GTL has an
additional four ce rtififed and trained techical staff members available for back-up support.
These four additional members bring a combined 178 years of telecommunications experience
and a combined 44 years of inmate telephone system experience to the table. GTL
understands the necessity to be prepared to cover all scenarios in terms of service and repair
and has proactively had background checks and DOC badges issued to these four certified
team members.

GTL
Certified

Background
Check

MNDOC
Badge

30 years

Yes

11 years

18 years

Yes

Scott Schute

2 years

10 years

Yes

GGG Tech #2 - Duluth·

TBD

Yes

Dan Rhehorst

2 years

37 years

Yes

Dan Winiarski

9 yea rs

44 years

Yes

Rick Muncy

9 yea rs

39 years

Yes

> 44 years

>178 years

NAME

Inmate Exp.

Telecom Exp.

Bob Parnell

11 years

Chris Gickler

• We desire our new technician to have at teast 5 years of telecom experience.

It is important to note the staff listed above have:

>»

Are certified by GTL to work on our platform

);>

Have already passed the State of Minnesota's background check

Are badged to work at DOCIDHS facilities .

~2009

Specific inmate tel eco mmunications experience

Global Tel-Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

Claims from others of having a vast pool or resources of hundreds of available resources on the
surface may sound impressive, however, these hundreds of resources are not currently DOC
badged, have minimal or limited inmate experience, lack certification on inmate telecom
platforms, and most importantly have not passed Minnesota's background checks.
3.0.3

(R) The Responder shaUlist aU subcontractor companies to be used if applicable.

GTL Response: Read, understand, and will comply.
GTL will manage and be responsible for every aspect of the DOC/DHS's inmate telephone
system. We provide qualified local staff through a subcontracted agreement with Cooper
Communications Group (CCG), which is organized to provide this service exclusively for GTL
accounts.
CCG provides service to GTL in 31 states maintaining over 41,000 offender telephones at more
than 950 state, county and municipal facilities. CCG monitors all service tickets from its
headquarters in Garden City, New York.
Cooper Communications Group
1101 Stewart Avenue
Garden City, NY 11530
Phone: (516) 745-9100
Fax: (516) 745-9111
Contact: Gregory P. Canova
gpcanova@coopercg.com
This centralized, single-point-of-contact approach allows CCG to carefully monitor the progress
of each ticket and to report the current status of all work in progress to GTL. This centralized
function ensures that all technicians are able to provide the high level of responsiveness
required by GTL.
All CCG-provided personnel are available on a 24X7 call out basis to respond to emergencies
and major network outages. Some of the main tasks carried on at the central office include:
retrieval and evaluation of diagnostic data, dispatch, tracking and monitoring of all trouble
reports, database management and related reporting.
CCG field repair technicians will maintain the GTL LazerPhone platform, inmate telephones and
other on-site equipment such as telco components and wiring/cabling. CCG is the correction
industry's largest independent service, maintenance and repair provider.
Project Activity Involvement
Project Activity
Direction and Supervision
LazerPhone Installation
Inside Conduit & Wirino
Training
Software System Monitoring
Software System Maintenance
@2009 Global Tel·Unk

GTL
Percentage of Work
100%
10%
5%
100%
100%
100%

CCG
Percentage of Work
0%
90%
95%
0%
0%
0%

Section 3 EqUipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

Hardware Maintenance & Repair
Telephone Maintenance & Repair
Technical Customer Support
Billing Customer Support

GTl
0% to 2% *
0%
100%
100 %

98% to 100% *
100 %
0%
0%

" If the need arises, technicians or engineers can be dispatched from GTL's Service Center in Mobile, Alabama to
upgrade equipment or to assist the local service provider with repair or replacement of damaged or malfunctioning
system hardware components.

Additional information about CCG is provided in GTL's Maintenance and Service Plan
included at the end of this section.

3.0.4

GTl

Response: Read, understand, and will comply.

3.0.5

GTL

(M) The Contract Vendor shall provide one technical contact person available 24 hours a
day, 365 days a year and one business contact available during normal business hours.

Response: Read, understand, and will comply.

3.0.6

GTL

(M) All Contract Vendor employees and any subcontractor employees used must have
security clearance to perform work on all DOC or DHS premises. Security clearance
requirements to be determined by DOC/DHS personnel, and shall be at no additional
cost to the State. Security clearance can take 7 to 10 days to obtain.

(M) The Responder is to list all remote maintenance capabilities describing any system
changes and/or system polling which might require taking the system out of service and
the duration the system would be out of service.

Response: Read, understand, and will comply.

3.0.6.1 (M) DOCIDHS is to be fully informed of all system changes and/or system polling
that would take the system out of service and coordinate the timeframe with DOCIDHS.

GTL Response: Read, understand, and will comply.
3.0.7

(M) Contract Vendor to hold at minimum, yearly meetings with DOC/DHS to review
system functionality. Additional meetings to be held if needed
as determined by system functionality.

GTL Response: Read, understand, and will comply.
GTL recognizes the importance of two-way communications and has conducted Operational
Review meetings with staff members from the DOC and DHS. GTL has offered to continue
these meetings quarterly if desired and will always have a member of the MN account team
available for additional or emergency meetings when either DOC/DHS deem these necessary.

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

3.1

GT.r'.'1...

(M) Updates/Upgrades The Contract Vendor must offer continuing software updates as
technology allows and maintain the current version at each site at no additional cost to the State.
The Contract Vendor must provide a schedule of planned upgrades to each site.

GTL Response: Read, understand, and will comply.
3.1.1

G TI

O'&..

(M) Each site is to receive advance notification of all upgrades/maintenance a minimum
of 5 days prior to scheduled date.

Response: Read, understand, and will comply.
3.1.2

(R) Responder to provide Change Management process with response.

GTL Response: Read, understand, and will comply.
GTL maintains a LazerPhone test environment in which all potential changes are fully tested
before software updates, including Microsoft security "patches", are approved for
implementation or integration within the LazerPhone systems at inmate facilities. Our Change
Management Procedure follows.
CHANGE MANAGEMENT PROCEDURE

Scope & Purpose
•

Scope: The change management process described herein covers all customer change
requests. This process is also used when requests for changes are generated within GTL.

•

Purpose: This document defines the formalized process that all customer change requests
must follow in regards to request, evaluation, notification, development and implementation.

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

•

, ·L
GTr
I.,

Definitions
./' Beta Release - A special release of software to test at specific sites for the
resolution of specific issues .
./' Customer Change - A change to an existing piece of software to fix a perceived
problem or add needed functionality to an existing feature .
./' Feasibility Analysis - When a request comes in for a change to existing software or a
new feature, the sales engineer is responsible for evaluating if the change is feasible
based on Global Tel*Link's current product.
./' Feature Request - A request for a new feature within a Global Tel*Link product line
./' Field Testing - Selective testing of "beta" software in specific locations to address
specific needs.
./' Lab Testing - Testing that all new software goes through in a lab environment.

Change request steps are illustrated and explained on the following pages.

@2009 Global Tel·Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTr
IL

Customer Change Request Flowchart
Change Request
is presented from
the customer

Software Change Request is
detailed Into an
Technology Change Request
form by the Sales Engineer

Technology
Department
Reviews Request

----,

~---

NO _ _

Yes

The Technology Group
accepts request and
places on project
schedule

The TeChnology Group
denies request and sends
response back to the sales
engineer with explanation.

1
Project Is sent to
developer

Developer Sends
completed project
to testing engineer

11 testing Is passed. then testing
engineer sends software results to
Technology manager for final approval
and release

If testing does not pass, then
testing engineer sends project
back to developer

Technology Manager
creates a release document
and notifies aU department
managers

Software Is Installed via
scheduled Install schedule
created by Technical
Support

(1;)2009 Global Tel*Link

The Technical Support
staff wi II contact the
customer at the ti me of
install and will monitor
the site after install
to make sure no
problems reccur.

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

I··L
GTf

Change Request Steps
1. Customer requests feature change from Sales Representative.
• Input: Need for change of existing software or new feature request
• Output: Change or Feature Request
2. Sales representative presents change request to Sales engineer for feasibility analysis and
creation of a Technology Change Request form ..
• Input: Change or Feature Request
• Output: Feasibility Analysis and Change Request Form
2. The Technology Group accepts request, and places on project schedule, develops a project
plan (if complexity requires) and sends timeframe back to the sales engineer via email---OR-the Technology Group denies request and sends response back to the sales engineer with an
explanation. If denied, further evaluation may be made by Marketing, the Technology Group
and Sales to develop an alternate solution.
• Input: Change request form and feasibility analysis.
• Output: Project plan is sent to the developer and placed on the existing project schedule or
rejection explanation is sent back to the sales engineer.
3. Developer completes project and sends completed software to the testing engineers.
• Input: Project plan
• Output: Completed project ready for testing
o Lab testing is completed and documented using the following:
• Standard production level equipment,
• Testing device for simulating phone calls and conversations
• Standard test plan following the engineer's instructions and the following
internal quality documentation:
.:. Engint;!ering Test Documentation QOP-85-01 Standard
.:. Measure of Quality Manual
.:. Work Instructions
.:. Product Field Testing Form (If necessary)
.:. Final Inspection I Test Request
o If testing is passed, then testing engineer sends software to the appropriate
technology manager for approval and release to field testing or standard release.
• Lab testing is the standard version of testing used for all software testing. It
follows the Quality Inspection Procedure (QOP-082-5-001-E) All Testing is
performed on standard equipment with multiple operating systems and line
configurations.
• Field-testing is limited to specific site(s) and configurations based on request
and release type. This testing will not be initiated until all lab testing has
been completed. Field-testing is only used to verify specifiC site errors have
been resolved.
• Standard releases will be available as of the project completion date and to
the sites or configurations specified by the release notes.
• If testing does not pass, testing engineer sends failed software back to
developer for review and revision.
©2009 Global Tel"Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L
GTf
,

4. Once testing is passed, the appropriate technology manager creates a release document and
distributes to all department heads.
• Input: Completed software ready for testing.
o All instructions and release notes prepared for testing
o A test plan as specified by the design engineer
• Output: Released software package with release notes or beta release with field testing
plan.
o The appropriate technology manager finalizes release notes and passes software
and release notes to the Technical Support Managers for implementation. Technical
Support is notified of the release via email and the internal engineering web page.
o All department managers are notified of the new software change via email.
o The Technical Support Managers notify all of tech support about the release and a
plan for scheduled implementation.
• Input: Notification of new software release
• Output: Notification of release with schedule for implementation.
5. The Technical Support Managers direct team leads to coordinate installs with the customer
and internal support group.
• Input: Notification of software release and installation schedule
• Output: Customer notification and installation of software
6. Software package is monitored for performance.
7. Technical Support logs information in the facility profile and work order system.
3.1.3

(R) Contract Vendor to provide documentation to DOC/DHS of affects to functionality of
system for all changes/upgrades prior to changes/upgrades scheduled.

GTL Response: Read. understand. and will comply.
GTL will prepare and provide to DOC/DHS thorough documentation of any system changes or
upgrades. prior to the implementation of hardware or software upgrades. GTL engineers
carefully document all changes to system functionality. This, sometimes highly technical,
documentation is used by GTL Technical Writers to prepare Version Release Notes for our
customers; identifying the feature or functionality that is changed. the nature of the change (e.g.
modification of an existing feature or new feature). how a modified feature differs from the
previous version, and how a new feature is used. When system interface changes are involved,
images or illustrations are included in the Release Notes.
3.2

( I) SYstem Service Response Times and ReqUirements: Major/Minor System emergencies
and response times are defined below. See Appendix B for breakdown of living units and
associated phones.
3.2.1

(I) Major emergencies are defined as:
• Loss of 50 percent or more of the telephones or lines in a specific living unit at
each site.
•
Malfunction of a major system component that prevents basic use of the
equipment in a specific living unit at a site.

<£>2009 Global Tel*Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L.
GTf
., I

3.2.1.1 (I) Failure of the Custom Call Announcing feature is deemed a major system
component that prevents basic use of the system.
3.2.2

(M) The Contract Vendor must be able to respond to major emergencies within two hours
from notification.

GTL Response: Read, understand, and will comply.

3.2.3

(I) Minor system response is classified as any other type of trouble call.

3.2.4

(M) The Contract Vendor must be able to respond to minor emergencies within four hours
from notification.

GTL Response: Read, understand, and will comply.
3.2.4.1 (I' Repair time of Mandatory features is to be within 24 hours from notification of
trouble
3.2.4.2 (I) Repair time of Desired features is to be within 30 days from notification of
trouble.
3.2.5

(I) Response time is defined as the time from when it is determined a technician is
needed on site to the time the technician arrives at the site. Once the technician is on
site, the service call is not considered to be complete until the repaired equipment (parts,
etc.) have been tested and verified by the customer.

3.2.6

(M) Service response will include any necessary replacement of failed parts to make the
equipment fully operational. This work will be coordinated with the customer. On-site
support and replacement of parts and leased equipment will be at no cost to the State.

GTL Response: Read, understand, and will comply.
3.2.7

(M) Repair and maintenance is to be provided solely at the expense of the Contract
Vendor.

GTL Response: Read, understand, and will comply.
3.2.8

(M) Repair must be available 24 hours a day, seven days a week including holidays.

GTL Response: Read, understand, and will comply.

m009 Global Tel*Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

3.2.9

GTl

(R) Documentation of prioritization of service calls and an escalation plan for trouble
reporting to be included with the response.

GTL Response: Read, understand, and will comply.
In the remainder of this section, we present GTL's Maintenance and Support Plan for
DOC/DHS LazerPhone Inmate Telephone Systems. This documentation explains our service
and support policies, prioritization of service calls, and our escalation plan for trouble ticket
reporting.
3.2.11 (M) Contract Vendor to provide email notification to the contact provided by each facility.
on close of each trouble report that includes resolution of problem. This notification is to
be sent within 24 hours for each instance.

GTL Response: Read, understand, and will comply.

@2009 Global Tel*link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L.
GTf
,

GLOBAL TEL*LINK
MAINTENANCE AND SUPPORT PLAN

For
Minnesota Department of Corrections
Minnesota Department of Human Services

Topic Contents
GTL Staffing Plan Highlights
LazerPhone Service and Support Policies
Trouble Tickets
Work Order .Timeframes
Escalation Procedure
Billing Customer Service

@2009 Global Tel*Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

TI.
I ;L

GTf
IL.
GTL Staffing Plan Highlights

.:. Leadership and direction for this important contract will be
provided by Bob Parnell, DOC/DHS Project Manager. Bob has
over 11 years of telecommunications experience including six as
the DOC/DHS Project Manager.
•:. Bob will handle all day to day operations of the proposed
offender/client solution under the direction of Chris Gickler, GTL's
Director of Field Services. Both have extensive experience with
DOC/DHS and will ensure that DOC/DHS receives the highest
level of service that DOCIDHS has come to expect from GTL.
.:. **NEW** GTL will augment the current staff with a new field
service technician to manage and support this program .
•:. In addition to the two primary field service technicians, GTL has
an experienced field service staff with 4 available Field Service
Technicians with a combined 44 years of DOC/DHS and
offender/client experience
.:. GTL's Field Service Team has a track record for the past 15
years of providing a true turnkey no cost solution for DOC/DHS;
handling all offender/client inquires, site expansions and phone
installations, providing an in state warehouse of parts and spare
equipment.
.:. GTL provides an experienced training staff to insure that all
DOC/DHS staff are fully trained on the offender/client program at
all levels along with providing training information to
offender/clients and their families
.:. GTL's has shared resources to support DOC/DHS that exceeds
300+ staff

A critical element to the maintenance and support for the State of Minnesota is the
organization structure which supports our Minnesota DOC Account Team.
GTL's Minnesota DOC/DHS Account Team has DOC/DHS specific experience and
relationships that no other provider can replicate. Experience is a word that is frequently used
to describe someone's capability or previous work engagements. Specific to Minnesota, Bob
Parnell, current DOC/DHS Project Manager, has successfully managed the Minnesota
DOC/DHS project for over 6 years. His experience is at the contract level overseeing !!!
elements of the contract. Others may claim they have experience with Minnesota based on
previous engagements however this experience is not at the project level and is certainly based
on but one element of a project. Bob's experience includes contract management,
maintenance and support, implementation management, friends and family support and overall
customer satisfaction.
©2009 Global Tel-Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTf
'.'.L.

Bob has the resources of GTL at his disposal. GTL is exclusively focused on inmate
telecommunications as its sole line of business. We are not a separate business unit in a larger
company. We do not employ the integrator approach cobbling together partners of convenience.
We are the prime contractor, the manufacturer and developer of our solution for Minnesota. We
minimize the use of subcontractors to deliver a direct solution for Minnesota. However our
subcontractor, CCG, exclusively provides service, maintenance, and repair to GTL nationwide

and for the State of Minnesota.
Following is a description of the company and resources available to Bob and the State of
Minnesota to ensure we continue to provide the high quality services the State has come to
expect from GTL.

GTL - DOC/DHS PROJECT TEAM - Combined 44 YEARS OF DOC/DHS and
OFFENDE~CUENTEXPEmENCE

Maintaining continuity of the project staff in the day to day operations of the offender/client is
paramount to achieving DOC/DHS's primary goal of this RFP: "To provide the best combination
of security, reliability, service and calling commissions using a combined debit/collect call
system." GTL's is pleased to offer DOC/DHS the most experienced account team in the inmate
market today by retaining the current staff under the leadership of DOC/DHS Project Manager,
Bob Parnell. As DOC/DHS's business partner and incumbent provider for the past 15 years,
our team has extensive experience and in depth knowledge of DOC/DHS's policy and
procedures, institution layout and topology. More importantly, we have forged many long term
relationships with DOC/DHS's staff at each facility and at the central office which no other
provider can offer. With that experience and knowledge in conjunction with being the premier
providers of inmate calling service in the country, DOC/DHS can feel confident that no matter
what the challenge or scope of the offender/client program, GTL's staff will exceed DOC/DHS's
expectations.
Collectively, the current project team, led by Bob Parnell DOC/DHS Project Manager, has 44
years of experience supporting DOC/DHS and offender/client systems: 44 years of direct
knowledge of the inner workings of each facility, the staff, the offender/clients and DOC/DHS
pOlicies.
We are augmenting this experienced staff with a new team member: a field service technician
located in the Duluth, MN area. His/her primary objective will be to apply the same level of
service DOC/DHS has come to expect from GTL in the northern Minnesota area.
44 years of DOC/DHS and offender/client experience has yielded Significant accomplishments
that have improved the operations of DOC/DHS's offender/client system. Below are some
highlights of these accomplishments and processes the current GTL project team has delivered
and continues to perform to ensure the system is fully operational, turnkey and reliable while
minimizing DOC/DHS staff time:

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

'I.··L
GTf

Converted MNDOC from local debit calling platform to a centralized automated debit
system.

Automated the offender PIN process by developing a feed between MNDOC and GTL.

Added remote CIP camps to the existing MNDOC calling platform.

Added both DHS facilities to the existing MNDOC calling platform.

Worked with OSI staff in setting up Rape Prevention Hot Line.

Worked with OSI staff in setting up Cold Case Tip Line.

Provided VPN connections to the MNDOC OSI staff allowing them the flexibility to work
outside their normal business location and business hours.

Providing translation support with MNDOC ADA staff and translators for TTY and TOO
recorded calls.

Work with hearing impaired offender/clients to provide them with communication via
relay and direct TTY to TTY communications.

Worked with DHS staff and their 31d party recording vendor to interface recording
equipment with GTL calling system.

Worked with DOC and their 31d party recording vendor to develop an interface with the
recording equipment and the GTL calling system. Worked in identifying voltage issues
between both systems and resolving. Continue to have open communications with all
three parties to manage the interface on a daily basis.

Developed FTP process and provided FTP server for the integration of GTL SMDR for
iBase integration.

Various Site expansions at Faribault (4 "K" buildings), Lino Lakes (1 uK" building), and
Moose Lake MSOP (1 "K" building). Provide refresher training for all DOC/DHS sites
throughout the contract term.

Paramount to this experience is the application of this knowledge to deliver the new capabilities
and programs resulting from this new contract. The current program is a model of efficiency
and excellent communications between DOC/DHS and GTL. This allows GTL, and only GTL, to
immediately begin delivering the new enhancements and capabilities to DOC/DHS. Other

providers will attempt to compress the 44 years of GTL 's experience into a 45 day
transition period to deliver a new offender/client telephone system without one day of
DOCIDHS specific knowledge. Only GTL offers DOC/DHS the continuity of the current project
team and the knowledge of how to deliver a turnkey and reliable system to DOC/DHS.

@2009 Global Tel-Link

Section 3 Equipment Support

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

., I.'L
GTf

. ..

@);
'.;:;:;.>

...

'~-

GTL DOC/DHS Account Team - DOC/DHS-Experienced and
Minnesota Trained & Badged

...

GTL's DOC/DHS Account Team, including our Minnesota-based field service members, are
listed below to highlight their years of experience supporting DOC/DHS under GTL's current
offender/client contract .
);>

Bob Parnell - DOC/DHS Project Manager
.:.

);>

Skip Smith - DOC/DHS Account Manager
.:.

);>

Chris has over 2 years experience working with DOC/DHS and over 11 years
experience in the inmate telcommunications market.

DOC/DHS GTL Certified Field Service Staff - Minnesota Trained & Badged
.:.
.:.
.:.
•:.
•:.

);>

Skip has has over 2 years experience working with DOC/DHS and over 18 years
in the inmate telcommunications market.

Chris Gickler - Director of Field Services
.:.

);>

Bob has over 6 years experience as the DOC/DHS Project Manager and over 11
years experience in the inmate tel communications markets.

CCG Lead Field Service Technician - Over 2 years working with DOC/DHS and
10 years of telecommunications experience - Minneapolis, MN
**New** CCG Field Service Technician - Duluth, MN
Dan Winiariski - CCG Field Service Technician with 9 inmate
telecommunications experience and 44 years of telecommunications experience .
Rick Muncy - CCG Field Service Technician with 9 inmate telecommunications
experience and 39 years of telecommunications experience .
Dan Rhehorst - CCG Field Service Technician with 2 inmate telecommunications
experience and 37 years of telecommunications experience.

Steve Deforrest - DOC/DHS Implementation Manager
.:.

Steve has over 10 years working in the Inmate Telcommunications and has
successfully led the cutover of more than 400 systems.

Section 3 Equipment Support

100

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

G-rl

The following chart outlines the operating organization chart for GTL and each area of each
person who will be personally responsible for ensuring the continued success of the program.

MN DOCIDHS/GTL
Organization Chart

l
l

I
Steve Yow
Chief Financial Officer

Brian Oliver

Teresa Ridgeway
Senior VP Admin.

CEO

J
1

Jeff Haldinger
President. Services

1
David Silvennan
General Counsel

Lauren Studebaker

Dennis Juzang

Margaret Philips

Executive Director of
Technical Support &. Help
Desk

Executive Director of
Billing & Customer
Service

Technical
Support &
Help Desk

Billing &
Customer
Service

Sr. VP of Service

to--

Robert Jones
Senior VP of Sales

Chuck Parrish

Executive Director
Field Services

Westem VP of Sales

Mike Palovik

I
Skip Smith
DOCIDHS Account
Executive

Chris Glckler
Director of Field Services

I
BobPameli
DOC/DHS Project
Manager

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

.:neve Deforrest
DOC/DHS
Implementation
Manager

5 DOC/DHS Field
Service
Technicians

(92.009 Global Tel*Unk

DOC/DHS
Implementation Teams

Section 3 Equipment Support

101

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

As detailed above in our organization chart, we have depicted a clear line of responsibility for
the D.OC/D~S acc~unt team led by Bob Parnell to channel the necessary resources of the GTL
for this specific proJect. Equally as important are the qualifications and experience of our
executive leadership team that support Bob and the State of Minnesota.
Below is a brief summary of our executive leadership team.

GTL EXECUTIVE LEADERSHIP TEAM
Brian D. Oliver
Chief Executive Officer

Cornell University
BS/Civll & Environmental Engineering 1978

Brian Oliver joined GTL directly from Gores Technology Group, LLC, where he was the President of the
Telecom Group for this private investment firm focused on technology and telecom. Gores entered into an
agreement with Schlumberger Technologies, Inc. in 2004 to acquire the outstanding stock of GTL. That
acquisition closed in January 2005. Shortly thereafter, Gores entered into an agreement with AT&T
Corporation to purchase their National Public Markets division. Brian remained with Gores through the
due diligence of the acquisition of the AT&T National Public Markets (NPM) division. At the close of the
NPM acquisition, Brian joined GTL as CEO of the combined entities. In his capacity with Gores, he was
responsible for leading the firm's due diligence review with respect to new potential investments in the
telecommunications and related sectors and overseeing portfolio companies once investments have been
completed in those sectors. Brian brings over 25 years experience in telecommunications as a corporate
executive at Bell Atlantic Corporation and XO Communications, Inc. and as an entrepreneur and
founder/CEO of two telecommunications businesses.

Jeffrey B. Haidinger
President of Services

St. lawrence University
BS/Economics, 1978
Wharton School

Jeff Haidinger joined Global Tel Link's executive management team in December 2006. He brings to GTL
more than 25 years of extensive multi-functional experience in sales, business development, sales
operations, finance and strategic planning. Prior to joining GTL, Jeffs recent assignments included senior
leadership positions at Sigaba, Ciena, Nortel and Verizon. Prior to that, in Bell Atlantic's $2B Enterprise
Unit, he held executive positions in Channel Operations, Strategic Planning and as Chief Financial
Officer. As Global Tel Link's President of Services he has overall responsibility for Sales, Marketing,
Business Development and Technical and Field Support. With proven leadership, managerial,
communications and project management skills, Mr. Haidinger further strengthens our company's ability
to provide superior products and services to our customers.

Steve Yow
Chief Financial Officer

Emory University - MBA 1996
Birmingham-Southern College BS 1992

Steve Yow joined Global Tel*Link as Controller in 2002. Prior to this position, Mr. Yow spent six years in
the telecom industry as Director of Finance for Powertellnc, a publicly traded wireless communication
provider. Prior to Powertel, Mr. Yow spent three years in Nashville, TN with First American Bank working
in both the commercial credit and lending areas. In his current position of Controller and Chief Financial
Officer, Steve Yow oversees and directs all aspects of GTL's financial operations.

Section 3 Equipment Support

102

State of Minnesota
Offender/Client Telephone Calling System Proposal
Odober 23, 2009

Teresa Ridgeway
Corporate Secretary
Executive Vice President of Administration

I,L
GTI·
University of San Francisco
BA/Psychology 1981
MHROD - Human Resources &
Organizational Development

Teresa Ridgeway has been with GTL since early 1993. She has served as Director of Support Services,
Director of HR, Vice President of Marketing, and now as Senior Vice President of Administration. In that
role, she is responsible for Personnel & Benefits, and Corporate Administration. In previous positions, Ms.
Ridgeway was the primary liaison for GTL's relationships with major accounts, State Departments of
Corrections, and the Federal Bureau of Prisons.
Prior to joining GTL, Ms. Ridgeway worked for the California School of Professional Psychology
beginning in 1984 and advanced to Associate Provost for Administrative Affairs. Her areas of
responsibility included Admissions, Financial Aid, Business Affairs, Human Resources, Computer
Services, and Plant Management, supervising 30 full-time and 40 part-time employees. Ms. Ridgeway
was instrumental in designing and marketing a Master's program in Organizational Behavior, and through
innovative recruiting techniques, increased minority enrollment from 2% to 13% in four years. She also
served as the Administrative Consultant to the Faculty Senate, Student Selection and Retention
Committee, and Ethics Committee.

David Silverman
Senior Vice President and General Counsel

Northwest University School of Law
Juris Doctorate
University of Kansas
B.S. Journalism

David Silverman is responsible for managing legal and regulatory affairs for GTL. David joined GTL from
Acceris Communications Corp., a national competitive local exchange carrier specializing in VOIP
services, where he served as general counsel. Prior to Acceris, he served as corporate counsel and
director of legal affairs for XO Communications, a national communication services provider. At XO, he
was responsible for matters related to the company's technology, licensing, litigation, and general
commercial and corporate transactions. David also practiced law at Wiley, Rein and Fielding, a
Washington D.C. law firm, where he represented clients before the FCC and state communications
commissions on regulatory matters, including proceedings on mergers and acquisitions, licensing,
enforcement actions and interconnection agreements. Prior to practicing law, Mr. Silverman was a
reporter and editor for the Chicago Tribune. Mr. Silverman is a member of the bars of the State of Illinois
and the District of Columbia and is a member of the Federal Communications Bar Association, the
American Bar Association, District of Columbia Bar Association, Illinois State Bar Association and
American Corporate Counsel Association.

@2009GlobaITel*Link

Sedion 3 Equipment Support

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State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

Garth Johnson
Senior Vice President· Operations

GTf
IL
University of Phoenix,
MBA Technology Management
George Washington University
Masters Certificate, Project Management
Siena Heights University
B.S. Electronic Engineering Technology

Garth Johnson is responsible for providing leadership and direction for the GTL's Operations departments
which include t~e customer and corporate networks, data centers, systems development, testing, and
prod.uct production. Garth has over 25 years experience in product development, including 15 years in
public communications and 7 years in the inmate market. Garth has managed the development of
numerous platform and backend system development projects during his career.

Robert (Bob) Jones
Senior Vice President of Sales

Kansas University
Rockhurst College

Bob Jones has over 30 years of telecommunications experience. Prior to joining Global Tel*Unk's
management team in 2001, he retired from SBe Communications Inc. During his career at SBC he held
positions in the Network and Maintenance Departments for over 17 years. His last 14 years were in the
Sales and Marketing Department. His last position held at SBC was Vice President of Sales.
Currently Bob directs our nationwide network of dedicated account executives who work diligently to
ensure that jails and detention facilities everywhere have the advantage of GTL's superior solution for
inmate telephone service. During the Vietnam Era, Bob Jones served in the U.S. Army.

Lauren L. Studebaker

East Carolina University
Bachelor of Science Business Administration
Senior Vice President of Services
Economics & Marketing
Lauren Studebaker joined Global Tel*Link's executive management team October 2007.
In her current position, Lauren will be responsible for the direction and all aspects of GTL's Customer
Care Operations including Technical Support, Field Service Operations and Customer Service Billing
teams.
Bringing to GTL more than 23 years of diversified business experience in the telecom industry, most
recently as a member of Nortel's Executive Leadership Team. Recent leadership position included, Vice
President - Enterprise Channel Sales -Verizon Account. Other experiences included various Account
Leadership roles with Business Development activities and Product Management.

Bob Parnell
DOC/DHS Project Manager
©2009 Global Tenink

Section 3 Equipment Support

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Offender/Client Telephone Calling System Proposal
October 23, 2009

L.
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,

6 Years Supporting DOC/DHS
Bob Parnell will continue to serve as GTL's Project Manager for DOC/DHS. Since 2003 Bob
has provided DOC/DHS with the highest level of service as the project manager for the current
DOC/DHS offender/client program and will continue to provide leadership and direction for the
new offender/client program. Bob will continue to work closely with the DOC/DHS's appointed
Project Coordinator throughout the contract. Bob will also work in conjunction with Steve
Deforrest, GTL's Implementation Manager to provide DOC/DHS with a smooth implementation
of our technology upgrade.
Following implementation, Bob Parnell will manage all maintenance and day-to-day operational
activities at all DOC/DHS facilities for the duration of the contract.
Bob Parnell - DOC/DHS Project Manager
Cell: (319) 360-3999
E-Mail: bparnell@gtl.net

Qualifications Summary: Bob Parnell, DOC/DHS Project Manager, Bob has over 6 years of
project management experience: serving as project manager for the current DOC/DHS contract.
Additionally, Bob has over 11 years of Offender Phone management experience serving other
large contracts including Kenosha County, Wisconsin and the City of St. Louis Jail. Bob also
helped manage large deployments including the Ohio Department of Rehabilitation and
Corrections.
Bob's responsibilities as DOC/DHS Project Manager include:
~

Primary point of contact and liaison for overall contract performance including technical
performance, maintenance and repair timelines and communications between
DOC/DHS and GTL to ensure that requirements are understood and met.
~ Assign and manage project personnel for the entire implementation, including
installation, testing, and programming of the offender/client telephone system including
the debit program.
~ Oversee the implementation process for each site, from pre-installation procedures, to
ordering, to site acceptance testing, and signoff.
~ Monitor and facilitate the escalation process should it be required to ensure prompt,
satisfactory problem resolution.
~ Ensure adherence to the implementation timeline for each Site/facility.
~ Monitor and report testing and acceptance period operations.
~ Address and resolve any issues or complaints, escalating as necessary
~

Monitor the Project Team's system transition and implementation services, postinstallation programming and updates, and maintenance services at each DOC/DHS
facility.

Manage the completion of site surveys and post install acceptance checklists

Coordinate the implementation and installation activities of all communications and

Section 3 Equipment Support

105

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

, IL
GTf

equipment providers, ensuring each milestone activity accomplished according to the
mutually agreed upon and accepted master implementation timeline.
)0>

Coordinate training for DOC/DHS staff, offender/clients on new features, equipment,
processes.
Overall operational management and performance of the contract and general project
management duties

)0>

Resolution of any escalated customer service issues

)0>

Resolution of any escalated technical issues

)0>

Promptly responding to DOC/DHS and offender/client family requests, which shall
include, but not be limited to e-mail, telephone and facsimile requests.

)0>

Provide account reporting to Project Manager Bob Parnell and DOC/DHS as needed
throughout the contract term

)0>

After implementation is completed, Bob will serve as DOC/DHS's single point of contact
for all performance matters.

EXPERIENCED FIELD SERVICE STAFF
ONSITE SUPPORT IN 2 HOURS OR LESS
GTL will continue to provide DOCIDHS with an experienced field service staff available in
conjunction with our exclusive service partner Cooper Communcation Group. GTL will provide
5 Field Service Technicians to provide field service and support of all 13 DOC/DHS locations.
Our primary field service technicians who provide onsite service are strategically located
through out the state such that our response time is no more than 2 hours.
The following names and locations are GTL field service staff team members who are GTL
certified and DOC/DHS badged servicing DOCIDHS along with the new position in Duluth, MN
to be filled upon contract award.

GTL Field Service Staff for DOC/DHS
)0>
)0>
)0>
)0>
)0>

Scott Schule - Minneapolis/St. Paul. MN
New CCG Technician - Duluth, MN
Dan Rhehorst
Dan Winiarski
Rick Muncy

In addition to these service staff, both Bob Parnell and Chris Gickler are GTL certified and
badged in the State of Minnesota to support DOC/DHS as required.
GTL's field service staff will work at the direction of Bob Parnell. The responsibilities of the Field
Service Team include, but are not limited to:
)0>

Perform general LazerPhone administration as directed by DOC/DHS

@2009GlobaITel*Link

Section 3 Equipment Support

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Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

};>

Platform technical support and on site repairs as needed

};>

perform monthly preventative maintenance site visits

};>

Open and track trouble tickets on platform issues, dispatch requirements, or network
issues

};>

Address and resolve issues reported by DOCIDHS staff

};>

Address and resolve any escalated customer billing problems

};>

Address and resolve issues related to telephone number blocks

};>

Address and resolve escalated technical issues

EXPERIENCED TRAINING STAFF
GTL will continue to provide an experienced training team lead by Sunita Mehta, Site
Administratorrrrainer. Sunita will work with both Bob Parnell and Steve Deforrest to arrange
training for all designated DOC/DHS staff. Sunita will conduct on-site staff training both during
equipment upgrades, new equipment install and new features. Sunita will also continue to assist
unit staff on training the offender/clients to use new features and functions of the offender/client
system. She will also continue to lead the coordination of training tools for the offender/clients
and offender/client families by providing postings and updated video training sessions on how to
use the offender/client system throughout the contract term.

GTL training will follow these Core Competencies
};>

End user training on GTL's LazerPhone/LazerWeb Software
.:. Reports
.:. Live monitoring
.:. System Process & Performance
.:. PIN Configuration
.:. Blocking Rules

};>

Debit Calling training for DOC/DHS staff
.:. Deposit Process
.:. PIN to Debit funding Process
.:. Refund process
.:. Credit requests and escalation of offender/client issues

};>

Offender/client Training
.:. Provide postings for each unit on use of offender/client telephone system
.:. Continue to provide offender/client training video on how to use the call list

@2009GlobaITel*Unk

Section 3 Equipment Support

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Offender/Client Telephone Calling System Proposal
October 23, 2009

system .
•:. Train unit staff to deal with different offender/client issues

Section 3 Equipment Support

108

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Offender/Client Telephone Calling System Proposal
October 23, 2009

, I'L.
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LAZERPHONE SERVICE AND SUPPORT POLICIES
GTL is committed to providing the Minnesota DOC/DHS with the finest level of maintenance and
account support possible. GTL Professionals ensure that the software, hardware, and peripheral
equipment associated with the offender/client calling system are maintained for the life of the
contract.
•

GTL provides the necessary labor, parts, materials, and transportation to maintain all
offender/client telephones and related equipment in good working order and in
compliance with the equipment manufacturer's specifications throughout the life of the
contract.

•

Maintenance and repair services are provided entirely without cost to the DOC/DHS.

•

Malfunctioning equipment is repaired or replaced as needed and inquires by DOC/DHS
staff are answered quickly and courteously.

•

Responses to service interruptions or equipment malfunctions are within the agreed
upon timeframes.

Twenty-four (24) hours a day, three hundred sixty-five (365) days a year, requests for service or
reports of malfunctions go directly to GTL's LazerPhone Service Center where highly trained
GTL Professionals determine the best course of action. Our toll free technical service number
(877-856-3184) is always answered by a live GTL representative.
Many system problems can be resolved remotely through software diagnostics and
manipulations. When problems or requests cannot be handled remotely, the service technician
that is dedicated to DOC/DHS's Project will contact GTL's Local Service Provider to dispatch a
technician to the site.

GTl Approach to local Service
GTL will manage and be responsible for every aspect of the DOC/DHS's offender/client
telephone system. When a call for service comes into GTL's Technical Support Center, if
needed, the Service Center dispatches a local technician to the site. GTL provides qualified
local staff through a subcontracted agreement with Cooper Communications Group (CCG),
which is organized to provide this service exclusivelv for GTL accounts. CCG has been
providing onsite service, maintenance and repair to Minnesota for the past two years thus we
have intimate knowledge of each Minnesota DOC facility resident within our field service staff.

Cooper Communications Group (CCG)
CCG field repair technicians will maintain the GTL LazerPhone platform, offender/client
telephones and other on-site equipment such as telco components and wiring/cabling. CCG is
the correction industry's largest independent service, maintenance and repair provider.
CCG provides service to GTL in 31 states maintaining over 41,000 offender telephones at more
than 950 state, county and municipal facilities. CCG's nationwide presence, indicated in table
©2009 Global Tel*Link

Section 3 Equipment Support

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State of Minnesota
Offender/Clie nt Telephone Calling System Proposal
October 23 . 2009

L.
GTr
., J

3.A, includes more than 150 certified technicians , deployed to install, maintain and repair the
GTL LazerPhone systems serving city. county and state Departments of Corrections customers.
State

AC
foZ

The exclusive agreement with GTL allows CCG
unprecedented access to GTL 's back office
infrastructure and ticket management system ,
resulting in an integrated system of communication
and data transfer between the companies .
This dedicated and highly cooperative arrangement
between GTL and GGG results in the following
benefits to our customers.

AR
CA
CT
CO

Phones
01 ;677

8
2'

Sites

Phones

84
305

17'

NV
NE

625

NY
NC
OH
OK
OR

2.103
1.268
175

·nL

{,285

OA
IN

la'

4,491

46
23
20
4

1.817
1.07 1

1.077

VA
WA
wv
WI

47
14
3

l'X

128
856
80

R~ ·

LA
MA :

Stale

3
25
2

MS
MT

1
568
39

33 ·
5
4
20
1.

""
6
21
8

3.010

961
- 297
3.06
'890

165
824
1,452

847
653
298
698
.'146

Table 3.A CCG Nationwide Plesence

Flexible & Attentive to GTL & OOCIOHS Requirements
~ eCG management is directly involved with its technicians on a daily basis

.:. CCG strengthens GTL ability to deliver better managed & proactive service
);:. CGG Back Office - Singularly Focused on GTL 's Customers
.:. More than a "paycheck relations hi pHwith each tech nician
.:. CCG technicians are fully integrated into GTL's back office :
./

GTL factory certified to service the LazerPhone platform

./ Tech support, dispatch and tickeling system
./

Purchasing & return material authorization CRMA") process

Installation teams

./ Allows CGG to respond to customer needs faster and with the right resources
);:. Ability to quickly and efficiently move technicians between regions to maximize the quality
and speed of response and service during emergency situations.
).>-

Gives technicians the ability to access help through sharing of "institutiona l knowledge"
between fello w employees.

).>-

Abllity to transport repair parts to other regions in case of a major outage.

C)2009 Global Tel" Link

Section 3 Equipment Support

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Offender/Client Telephone Calling System Proposal
October 23, 2009

L.
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,

~ Larger base of technicians for rotation on-call schedule reduces strain and "wear and tear
on technicians" leading to increased productivity.
CCG monitors all service tickets from its headquarters in Garden City, New York.
Cooper Communications Group
1101 Stewart Avenue
Garden City, NY 11530
Phone: (516) 745-9100
Fax: (516) 745-9111
Contact: Gregory P. Canova
gpcanova@coopercg.com
This centralized, single-point-of-contact approach allows CCG to carefully monitor the progress
of each ticket and to report the current status of all work in progress to GTL. This centralized
function ensures that all technicians are able to provide the high level of responsiveness
required by GTL. All personnel are available on a 24X7 call out basis to respond to
emergencies and major network outages. Some of the main tasks carried on at the central
office include: retrieval and evaluation of diagnostic data, dispatch, tracking and monitoring of all
trouble reports, database management and related reporting.
Our field repair staff is factory trained and certified technicians, capable of maintaining and
repairing the LazerPhone system, offender telephones and computer systems. Additionally, our
field repair staff possesses the required level of knowledge relating to telco network, electronic
circuits and wiring standards. They are trained to diagnose, repair and adjust telephone and
ancillary equipment to ensure optimal performance and minimal down time. Our field repair staff
are also trained and equipped to handle field repairs of the network at the modular level.
Working under the supervision of GTL network technical support, they perform indicated module
or card exchanges and/or replacements. They are trained in the fabrication and testing of LAN
interconnecting cables and has the proper equipment to repair and test them.
Our field repair staff, working under the supervision of GTL field and technical support staff will
assist with the installation to ensure that they are familiar with the locations and specifications of
all LazerPhone hardware. In addition to providing service for telephone instruments, the field
repair staff will be available for dispatch to assist GTL with emergency situations that occur
relative to the LazerPhone Offender/client Telephone System.
Local technicians, working under the supervision of GTL, will assist with the installation to
ensure that each is-familiar with the locations and speCifications of all LazerPhone hardware. In
addition to providing service for telephone instruments, the local technicians will be available for
dispatch to assist GTL with any emergency situations that occur relative to the LazerPhone
Offender/client Telephone System. The degree of CCG's involvement in DOC/DHS's project is
indicated in table 3.B.

@2009 Global Tel*Link

Section 3 Equipment Support

111

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Offender/Client Telephone Calling System Proposal
October 23, 2009

GIl

Project Activity Involvement
Project Activity
Direction and Supervision
LazerPhone Installation
Inside Conduit & Wiring
TraininQ
Software System Monitoring
Software System Maintenance
Hardware Maintenance & Repair
Telephone Maintenance & Repair
Technical Customer Support
Billing Customer Support

GTL
Percentage of Work
100%
10%
5%
100%
100%
100%
0% to 2% *
0%
100%
100%

CCG
Percentaae of Work
0%
90%
95%
0%
0%
0%
98% to 100% *
100%
0%
0%

Table 3.B. Project ActivIty Involvement

* If the need arises, technicians or engineers can be dispatched from GTl's Service Center in Mobile, Alabama to
upgrade equipment or to assist the local service provider with repair or replacement of damaged or malfunctioning
system hardware components.

Maintenance personnel are factory trained and certified technicians, capable of maintaining and
repairing both the offender/client telephones and computer systems. Local technicians possess
the required level of knowledge relating to TELCO network, electronic circuits and wiring
standards. They are trained to diagnose, repair and adjust telephone and ancillary equipment to
ensure optimal performance and minimal down time. Our technicians are also trained and
equipped to handle field repairs of the network at the modular level. Working under the
supervision of GTL network technical support, they perform indicated module or card exchanges
and/or replacements. They are trained in the fabrication and testing of LAN interconnecting
cables and have the proper equipment to repair and test them.

Minnesota-Based Spare Parts Warehouse
GTL provides a spare-parts inventory either at the site or with the local technicians who service
the site. The number of spare telephones and other parts kept in the local inventory is adjusted
as needed. Broken or damaged phones are replaced from the cache of spares. At the time of
telephone replacement, an RMA is issued to replenish the inventory. Any part that is needed,
but is not currently in the local spare parts inventory, will be shipped by overnight carrier from
GTL's headquarters in Mobile.

Section 3 Equipment Support

112

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

' • . L.
GTf

GTL's Proactive Approach to Service
At installation, the LazerPhone System is put on-line with the GTL's LazerPhone Support Center
and remains so, twenty-four hours a day, three hundred sixty-five days a year, throughout the
life of the contract. Technicians in the Service Center, as well as the system's continuous selfdiagnostic routines keep a vigilant watch to ensure that problems are detected and addressed
immediately. Global Tel*Link's core value of RESPONSIVENESS includes knowing about problems
before you do.

System Self-Diagnostics
LazerPhone performs continuous on-line self-diagnostics. Connectivity of system elements and
functionality of key programs in the system's controller are checked. Should a system
component fail a diagnostic test, LazerPhone automatically generates an alarm on GTL's Solar
Winds monitor and a trouble ticket in the form of an email to GTL's Technical Support Center.
Diagnostic and restoration of service begins upon notification. In most cases, problems are
diagnosed and resolved before they are noticeable at the facility.
GTL strives for a 99.995% up time associated with the LAN Connections to the LazerPhone
eqUipment. All GTL LAN connections are configured to provide 1OOmbps for data transmission.
To ensure this speed, GTL manages the configuration to 40% capacity, meaning that alerts are
generated should the utilization increase beyond 40%.
Every two (2) minutes Solar Winds tests and logs the connectivity of each element of the LAN
and, except in the case of computer workstations, sends an alarm to the GTL Professionals in
the LazerPhone Service Center when an element fails to connect. Alarms are not usually set for
workstations since these are frequently turned off at the end of day. Polled elements include:
•
•
•
•

Site Router
System Controller
Mass Storage Server
LazerPhone System Workstation

SNMP Monitoring
All GTL eqUipment at DOC/DHS sites will have Simple Network Management Protocol (SNMP)
capability enabled. SNMP, illustrated in figure 3.1, allows equipment at the site to be polled and
errors trapped when appropriate. Polling results go directly to our central data centers and are
monitored by GTL Professionals. The functionalities of hardware components such as routers,
switches, servers, lADs, and other SNMP-enabled devices are monitored and analyzed in realtime. The SNMP poll interval is programmable. By default, polling occurs every five (5) minutes.

@2009 Global Tel*Link

Section 3 Equipment Support

113

State of Minnesota
Offender/Clienl Telephone Calling System Proposal
October 23, 2009

GTI'
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Figure 3.1. The SNMP User Interface displays current network statistics and p ro .... ides a ssess to
historical statistical data.

The SNMP tool provides statistics for Bandwidth Usage, Latency. Jitter. Packet-loss, and
Interface functions . An historical log of all statistics enables graphic views of specified daily,
monthly. and yearly statistics.
Errors and alarms indicate the site involved and the system function that has failed . Real-time
email notifications are sent to a GTLN SS notification group from these applications. Immediate
steps are taken to address acute system failures . Steps include the opening and tracking of a
trouble ticket, on-line diagnostics, dispatching of service personnel to the site if appropriate, and
progress reports to the site . Ticket escalation occurs if the issue is not resolved within the
expected time-frame.
Upon failure of a network element or local loop, GTL will open trouble tickets with carriers or
dispatch a loca l technician to replace failed hardware elements. The network management tool
fJ2 009 Global Tel·link

Section 3 Equipment Suppor1

11 4

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

G
,

Tl
I L.

also provides email alert notification to technical staff members.

Daily Performance Level Monitoring
Changes in call traffic that might indicate subtle problems are identified through daily
performance level reports. These reports measure items such as number of completed calls,
number of call attempts, daily revenue and number of validation attempts. Historical data
gathered form Global Tel~Link's extensive installed customer base has allowed Global Tel~Link
to build a sophisticated measurement model. This model is used to compare actual data from
anticipated data. Thresholds that are exceeded or fall short of expectations are reported daily to
our Customer Service department. Global Tel~Link is capable of adjusting the measurement
model on an installation-by-installation basis to ensure accurate problem reporting. In most
cases, a problem is detected and resolved before the facility is aware that a problem has
occurred.

Quarterly Quality Sweeps
Each quarter, every GTL maintained and serviced facility is checked to ensure that all systems
and services are operating according to specifications. Each sweep is performed by a trained
and certified Technical Support Engineer. Sweeps check for such things as software version
numbers, storage capacity, module operation, database synchronization and capacity, network
health and function, etc.

Billing Process Test Calls
GTL's ability to accurately report the State's commission and percentage of sales is greatly
enhanced by the fact that LazerPhone operates automatically in a dynamic, real-time
environment. Call records are created and downloaded to GTL's central processing center in
real time, as calls are placed and completed. Each incoming call record is immediately
evaluated and formatted, electronically, for billing (not batched for later processing), then rechecked for format accuracy and transmitted via electronic media to the appropriate LEC or
billing agent. This completely automated process eliminates the possibility of human error. Our
MIS department frequently places "test calls" and tracks the resulting call records through the
entire process to insure they are properly routed, rated, formatted, processed, and billed.

Section 3 Equipment Support

115

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTL

GTL's Technical Support Approach
How GTL delivers technical support to DOC/DHS
For technical assistance, or to report system malfunctions for any element of our solution
including the offender/client telephone system, DOC/DHS staff will contact GTL's Technical
Support Center. A technician assigned to the DOC/DHS Project will provide Tier 1 technical
support, meaning he or she will open trouble tickets; address and resolve issues when possible;
dispatch a local technician to a facility if needed; and work closely with other service personnel
in GTL's Technical Support Centers when necessary to diagnose and resolve LazerPhone
.
Offender/client Telephone System problems.
Our toll-free technical support line is answered three hundred sixty-five (365) days a year,
including holidays, by a full-time GTL Service Representative. Requests for service or report$
of malfunctions go directly to GTL's LazerPhone Service Center Hotline (toll-free 877-8563184), where a Tier 1 service technician determines the best course of action. GTL's tiered
service shown on the following page.
GTL Technical Support Centers are located in the United States. GTL technical support staff
located in Mobile, Alabama and Gainesville, Florida will provide technical assistance and
support for DOC/DHS staff, as well as Field Service staff in Minnesota, and will continuously
monitor and support the LazerPhone systems installed in all DOC/DHS facilities.
GTL currently utilizes several proactive maintenance practices including periodic preventative
maintenance sweeps of facilities and remote monitoring via Orion Solar Winds that monitors
each site router, connection of the LazerPhone controller, analyzes the traffic each hour to look
for dips in service levels or validation levels, and alerts GTL when problems are detected.
In most cases our monitoring systems will alert GTL staff before DOC/DHS staff becomes
aware that there is an issue. However, in the event DOC/DHS personnel notice a problem they
can call GTL's Technical Support Center at 877-856-3184, or report the problem via email to
P support@gtl.net.
Many system problems can be resolved remotely through software diagnostics and remediation.
When problems or requests cannot be handled remotely, GTL's technical service team will
dispatch a local service technician to the DOC/DHS facility.

Section 3 Equipment Support

116

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Offender/Client Telephone Calling System Proposal
October 23,2009

L.
GTf
., I

GTL TE CHNICAL SUPPORT CENTE R
. :<f'
_
O.f!nnis :Juzang
TeChnical SUPpOf1 Director.

Gayle Thomley
Project Support
Adm inistrator

"'I

John Pilcher
Manager

David Jarrell
Manager

Dean Marcus
Manager

I
Liese Crosby
Team Lead
Tier I

Wendy Bush
Team Lead
Tier 1

Tom Forsberg
Team Lead
Tier 1

David Diemert
Team lead
Tier 2

Kell ie Eck
Team Lead
Tier 3

Tier 1

Tie r 1

Tier 1

Tier 2

Tlor 3

Tec hnica l Support Ro les and Responsibilities (Tier Structure )
Tier 1 focuses on timely commun ication with customers , efficient ticket ma nagement. and first-tier support
of all platforms.
Primary responsibilities include but are not lim ited to:
> Communication with internal and external customers
> Ticket creation
> Resolution of tech nical issues
> Esca lation of techn ically complex issues to Tier 2
> If applicable, full support of 3rd party platforms
Tier 2 focuses on escalated issues that require research deep into GTl call ing platforms.
Primary responsi bilities include but are not limited to:
> Hardware troubleshooting within the system
> Feature configurations
> Registry changes
Software upgrades
> Escalating to Tier 3

Tier 3 focuses on verifying apparent source of issues identified by Tier 1 and Tier 2. Tier 3 is the lasl step
before an issue is presented to another department. At this level the Engineering liaison does the
following:
» Performs database queries on large scale, ensuri ng that issue is not a sim ple
configuration problem with in databases
» Verifies Eng ineering standa rds and requirements apply to a given situation
):. Tests and documents the issue by determining when and where each error
occu rs and how each is replicated
>- Escalates programming "bugs" to Engineering
);>
Escalates data-related issues to the MIS department
©2009 Global Tel·link

Section 3 Equipment Support

117

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L
GTI"
., I

TROUBLE TICKETS
GTL maintains a realMtime ticketing system used to track all LazerPhone or other customer
service issues from opening to closeMout. This system provides a unique ticket number; links
any new ticket to the specific facility's service record ; maintains priority, status and due date;
and records in realMtime all updates and notes made to the ticket.
Service issues are identified th rough a call from the facility, feedback from LazerPhone's selfM
diagnostics routines, eventMdriven network and system alerts, and proactive monitori ng
procedures performed by GTL's Technical Support team.
Troubles, whether reactive or proactive, are tracked as tickets in the GTL Ticket Tracking
System. Any ticket opened due to a report or request from the site is a reactive ticket. All
activity is documented in detail, as soon as possible, in the ticket, including any work performed
remotely or onMsite and details discussed with the customer. The ticket owner is responsible for
tracking the ticket through closu re. All reactive tickets require customer acceptance before
closure.
.

Trouble Ticket Flow
GTL Technical Support Ticke t Flow

(CUllom" rtlPoru)
Is,.. .

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C)2009 Global Tel*Link

I ....Io •• amno>:>. !

Section 3 Equipment Support

118

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

GTL

If desirable, GTL can make monthly trouble ticket reports available to authorized facility staff
from our Secure FTP Internet Web site.

Sample Monthly Trouble Ticket
GTL MNDOC Facility Monthl Trouble Ticket Report (MTTR)
Ticket
ID

Company

Record

Complete
Dot.

DDIe&Time

88238

MN_DOCFaribault
Cornc1lona
I FacUlty

9125J2t109

912512009

MlUlual
Hours
to
Rosolve
0.1

Cusl2

Statua

ProdCot

CDllsworo
not
procoulng
on
controllor2

Closod

Soflwaro

Area

Typo

Urgoncy

Notos

All

Work
Order
(R.acllve)

1-Hlgh

carl._
not
processlng
on conlrOller

phone.
In K-1
IUIdK-4

2Application

wa.
restartod.

6:15PM
&84142

MN_DOC.

911712009

41.44

Low Call
Volume
AI ...

Closed

Softwaro

Fac:llty

Work
Ontor
(Reactlvo)

3-Mod

Rosterted
SMDR
manager and
kernel Iftor
hours.

1118/2009

911512009

28.48

Inmate
trying to
calli coli
phonoln
Singaporo:
but tho cDlI
will no1go
through.

Closed

Other

Inmate
located
In fac:llily

Work
Order
(Roactlve,

4-Low

Inmate Is not
using the
conect
country

Controller
Is running
out
databa••
FREE
SPACE

Closed

Shakopee
CorroctIona
I FacUlty

11:16PM

683855

MN_DOC·
Fariballil
Corrocllono
I Faclllty

0111512009

code..••01,·
852 thon the
phono
number.

11:09 AM

85373

MN_DOCRed Wing
Correctlona
I FacUlty

9I22I2G09

91Z212OO9

5.24

SoftwOle

Fac:l1l1y

Work
Order
(Raacllve,

nla·
General
MoInian
IUIce

Increaaed
storage size
In dltebaso.

9:51 AM

Section 3 Equipment Support

119

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L
GTf
., I

WORK ORDER TIMEFRAMES
GTL maintains a staffed Technical Support Center from 6:00 AM until 10:30 PM COT, seven
days a week, and on-call technicians at all other time. GTL's first response to a call can
usually be measured in minutes, not hours. The first step toward problem resolution is an
assessment of the problem through an interview with the caller and, if appropriate, an on-thespot log-in to the site's LazerPhone system. Frequently. user-problems are resolved during the
initial phone call. Whether solved immediately or through further steps, every system-related call
is recorded and tracked in our electronic Technical Support Trouble Ticket Management
program.

Non-Emergency Work Orders:
In general, a non-emergency is any need or situation relative to the LazerPhone system that
does not impact the usability of multiple offender/client telephones or facility personnel's access
to the LazerPhone control program. Examples of non-emergency orders include:
• A problem with one telephone, in a pod that contains mulitple phones.
• The failure of an individual PIN account, Allow List. etc..
• Requests for training.

Emergency Work Orders:
In general, an emergency is any situation that directly impacts the usability of multiple
offender/client telephones or facility personnel's access to the LazerPhone control program. All
emergency work orders are subject to escalation. GTL has extensive and clearly defined rules
of escalation for problems that are not resolved within an expected time frame. Levels of
emergency and their expected resolution times are defined below. Response time is defined as
the duration between GTL's first awareness of the problem and the first step taken to resolve
the problem. The duration before response is used for problem evaluation and response
planning. Levels of emergency are described below.

Service Priority Levels
Work Order Updates
Minimum update times unless note is in ticket indicating the next update time or ticket is onhold.
Severity
P-1

P-2
P-3
P-4

N/A

Work Order Update

Every 2 hours
Every 4 hours
Every 6 hours
Every B hours
As Needed

Section 3 Equipment Support

120

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L
GTf
,

Service Priority Levels and Response Times

Priority 1

50% or more of the service at a single site or housing unit is out of service, any call
processor or node failure, any failure in call restriction functions or any other condition
~hat renders the system incapable of performing all its normal functions.
Response time is less than thirty (30) minutes.
Resolution time is less than three (3) hours without site visit.
Resolution time is less than five (5) hours with a site visit.
25%-50% of the service at a single site or housing unit is out of service or any device that
has an impact on the sites ability to conduct normal business

Priority 2

Priority 3

Response time is less than one (1) hour.
Resolution time is less than four (4) hours without site visit.
Resolution time is less than eight (8) hours with a site visit.
0%- 25% of the service at a single site or housing unit is out of service, local exchange or
area code issues or PIN administrative issues that have a limited impact on ability to
conduct normal business
Response time is less than one (1) hour.
Resolution time is less than eight (8) hours without a site visit.
Resolution time is less than twelve (12) hours with a site visit.
Items that are on a software fix list or related to administrative issues that are
informational or non-service affecting conditions or not business critical.

Priority 4

@2009 Global Tel*Link

Response time is less than four (4) business hours.
Resolution time is less than twelve (12) business hours w/o site visit.
Resolution time is less than twenty-four (24) business hours with site visit.

Section 3 Equipment Support

121

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L
GTr
,

ESCALATION PROCEDURE
Management Escalation Process - All levels of escalations are based on time and customer
approval . Escalation events travel two separate, simultaneous paths shown in figure 3.2. The
left-hand path denotes the technical process of escalation and the right hand path denotes the
fie ld and account management process of escalation.

Team Lead

Level 3
FS Director/Sales
Director

FIgure 3.2 Duel Escalation Path

Trouble Ticket Escalation Levels Defined
81 - If a trouble ticket passes the first time based mark without resolution , the ticket is passed to the
technical support Team Lead and the Field Service Manager is notified. The Team Lead determines
what resources are needed to affect a solution. The Field Service Manager contacts the customer to
explain the issue, the steps pla nned for resolulfon, and the anticipated time frame.
- Shou ld a trouble ticket pass Ihe second time-based mark without resolution, the Technical
At th is
conference calls are generally implemented on a periodic basis in order to keep everyone informed
of the situation, current status, and any changes in plan for resolution.

SUPl>ort Manager is notified and the Field Service Manager involves the Account Executive.

Level 3 - Should a trouble ticket pass the third time-based mark without resol ution, the Director of
Technical Support, the Director of Sales , and Director of Field Services become involved.
Depending on the root cause of the technical issue, these Directors may elect to involve other senior
managers (Chief Technical Officer, Director of Netv.'orks, et cetera).
- Should there be a need for a fourth level of escalation the Vi ce President of Service and
Senior Vice Pres ident of Sales are contracted for involvement and direction .
_
- In the highly unlikely event that a trouble licket passes outside the final time-based mark, GTL's
President of Serv ices must be notified.

Section 3 Equipment Support

122

L
GTr

Siale of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

., I

Technical Support Escalation Path

Tom Forsberg

800.489.4500)( 2445
Cell: 251 ,591 ,2637
tforsberg@gtl,net

Wendy Bush
800.469.4500 x 2419
Cell: 251 ,510.5177

Uese Crosby

352,373,3663
Cell: 251 ,510,5177

wbush@gtLnet

David Jarrell
800.489.4500 x 2403
Cell : 251.510.8417
djarrell@gtl.net

lcrosby@gtl,net

John Pilcher
352.375.3078
Cell: 366.365.2392
jpitcher@gtLnel

Level 3

Technical Support Director
Dennis Juzang
800.489.4500 x 2450
Cell: 251.510.3779
djuzang@gU.net

Jeff Haidinger
jhaidinger@gll.net

Section 3 Equipment Support

123

Siale of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L.
GTr
,

Field Service I Account Management Escalation Path

Bob ParneU, Project Manager
Cell Phone (319) 360-3999
bparneU@gU.nel

William (Skip) Smith
Office: (816) 351-3511

William.Smith@gtl.com

Level 3

Field Service Director
Chris Gickler
Office: (740) 815-7755

cgickler@gtl.net

Jeff Haidinger
jhaidinger@gtl.net

1t">2009 Global Tel"Link

Section 3 Equipment Support

124

GT,r
"I"L

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

BILLING CUSTOMER SERVICE
GTl provides customers (relatives and friends of offender/clients) toll-free access to our
knowledgeable Customer Service staff seven days a week. GTl's two Customer Service call
centers are US-based. One is in Mobile, Alabama, and the other is located in Gainesville,
Florida.
Both call centers are available for direct customer access from 7:00 AM until 11 :00 PM Central
Time, Monday through Friday and from 8:00 AM until 7:00 PM Central Time on Saturday and
Sunday.
Our call center supports a call-back feature for customers when the average hold time is over 5
minutes. GTl provides live customer service in both English and Spanish.
Each GTl Customer Service representative has access to up-to-date account information that
includes current account status, call records, and billing and payment histories.
GTl's Customer Service personnel are well versed in the functions of our lazerPhone
Offender/client Telephone System, public payphones, and are skilled in handling billing disputes
and adjustments. In the instance of billing disputes, our Billing and Collections Department
works closely with the local exchange company to ensure accurate adjustments are made to
bills and/or refunds are issued in a timely manner. Any issue that cannot be readily resolved by
the call center representative is quickly brought to the attention of a Billing Department
Supervisor. Escalated issues or complaints that cannot be quickly resolved by Billing
Supervisors are passed to a Priority Billing Customer Service group for handling. The Priority
Billing Customer Service group resolves 95% of issues within 48 hours. Severe issues are
passed to the Billing Services management team for immediate resolution.

Customer Requested Call Blocks: With each and every offender/client call, lazerPhone's
automated operator gives called parties an option to request that calls from the correctional
facility be blocked. During a call attempt, the automated operator informs the called party: "If you
wish to block future calls of this nature, press or say '7' to receive further information." The party
that chooses this option is instructed to call a toll free customer service number.
GTl's Billing and Customer Service Department will place a "Customer Requested Block" on
the line. This block will prevent the delivery of any future offender/client 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 future date, the customer must
provide the password.
In almost all cases a customer request to block (or to remove a block) is implemented
immediately, while the customer is still on the line. However, to allow for any unusual
circumstances, the customer is assured the block will be implemented (or removed) within 24
hours.

@2009 Global Tel*Link

Section 3 Equipment Support

125

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

SECTION 4
TRAINING
4,0

(M) System Training
The Contract Vendor must provide 2 training sessions at each facility for facility personnel (as
determined by each facility) on operation. The Contract vendor will hold one training session for
the facilities electronic technicians on the system functionality and one operational training
session to be held for investigators and support staff. This training is to include system access
level training.

GTl Response: Read, understand, and will comply.
4.0.1 (M) The contract vendor is to provide additional training sessions after upgrades on system
functionality and operations as required.

GTL Response: Read, understand, and will comply.
4.0.2 (M) Initial and subsequent training will be at the Contract Vendor's expense.

GTt Response: Read, understand, and will comply.
4.0.3 (M) Complete documentation is to be provided to each facility on operation and after
upgrades.

GTL Response: Read, understand. and will comply.
4.0.4 (R) Responder to provide complete description of the training plan including sample
handouts and manuals with response.

GTI

I,'L,.

Response: Read, understand. and will comply.

GTL will provide two on-site training sessions at each DOCDHS facility; one for the facility's
electronic technicians and one for DOC/DHS investigators and support staff. Training sessions
are tailored to meet the specific needs of the individuals being trained. Our training plan is
described on the following pages and a sample training handouts are included as GTL
Attachment F: Sample Training Materials.

Section 4 Training

126

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23. 2009

L
GTf
,

LazerPhone Training
Instructional Techniques and Training Aids
GTL provides on-site training at the time of system implementation. Training sessions are
tailored to meet the specific needs of DOC/DHS staff. Authorized staff will learn how to use
LazerPhone's Management interface application, LazerWeb, to perform administration,
operations, and reporting functions. GTL's on-site training incorporates live system
demonstrations and hands-on activities to familiarize users with the system. GTL provides a
comprehensive User Manual as an on-going reference for authorized users. Web-based training
sessions are also available.

Basic Training Outline
Part 1 Basic Features (Approximately 15 minutes)
During Part 1. users will learn how to access and exit the LazerPhone Management system, use
the Main Menu to navigate, and download the LazerWeb User Manual.
Topics include:
•
•

How to Access and Exit the System
Navigating LazerPhone using the Main Menu

•

Downloading the LazerWeb User Manual

Part 2 Call Detail Reporting Features (Approximately 30 minutes)
During Part 2. users will review the call detail report, which is the default report type most
frequently used. Within the call detail report, users will learn how to retrieve detailed call
information regarding both complete calls with recordings and incomplete call attempts.
Additionally, within this report, users will learn how to use filters to locate calls by destination
number. date and time of the call, and length of call.
Other report types covered during this session include frequency reports by origination and
destination, hot alert lists by destination, call traffic analysis, origination number, and three-way
call attempt reports. Users will learn how to generate each of these reports and understand the
report data.
Topics include:
•

Call Detail Report

•
•
•
•

Call Filters
Audit Log Report
Frequency Report by Destination
Frequency report by Origination

•

Call Traffic Analysis

Section 4 Training

127

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

Part 3 Recording and Monitoring (Approximately 2 Hours)
Topics include investigative information gathering from the offender/client telephone system
data and live monitoring features. This portion of the training, along with the training on the
system's reporting features, will provide the elements required for a complete investigation.
This component will completely describe the system's investigative tools and operations-call
monitoring capability, establishing a "hot" or "alarmed" telephone number database, remote call
out notification alarming and monitoring, and the interpretation of investigative reports.
Investigation coverage also will describe facility-based investigations as well as central
statewide investigations.
Topics include:
•

How to Retrieve Call Recordings using the Call Detail Report

•

How to Copy Call Recordings using the Call Detail Report

•

Overview of the Call Monitoring Screen

•

How to Monitor Live Calls from the Workstation

•

How to Monitor Live Calls from a Direct Dialed Telephone Number

•

How to Set Up a Hot Alert for a Destination Number

•

How to Set Up a Hot Alert for an Account [PIN]

•

How to Interpret the Hot Alert List-Destination Report

•

How to Interpret the Hot Alert List-PIN Report

Part 4 Reporting System Issues to Technical Support (Approximately 15 minutes)
This component will describe the problem reporting and resolution path, and access to the GTL
Technical Support.
Topics include:
•

How to Report a Problem to Technical Support

•

Technical Support Procedures for Call Handling and Resolution

•

GTL Technical Support Contact Information

@l009 Global Tel·Link

Section 4 Training

128

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

L.
GTr
,

Follow Up and Ongoing Training
Following post-installation instructional sessions, facility personnel may contact GTL's customer
account representative or assigned technical support engineer with any further questions.
Training and support is available to facility personnel, at no additional cost, throughout the
contract duration.
Refresher Training for Facility Staff: Refresher training for facility personnel can be provided
as needed throughout the contract period, either on-site or via Web-based sessions.
Advanced Training for Administrators and Investigators: Advanced system training
sessions for administrative and/or investigative staff can be scheduled and conducted on-site or
via interactive Web-based sessions. Advanced training sessions are custom designed to cover
topics of special interest. For example, the focus of an advanced training session for
investigative staff might be investigative tools and techniques. While these topics are included in
initial training along with many other topics, the focused advanced training session fosters
greater understanding and expertise.
Web-Based Training: A WebEx online meeting tool is used to train authorized people on the
main features and functions of LazerWeb - our offender/client telephone system's user control
program. The training curriculum is flexible and can be tailored to meet the specific needs of
DOC/DHS staff. Online training sessions can have multiple participants. Multiple sessions may
be scheduled depending on the need. Users can access the web-based training from their
desks using any computer that has internet access. A toll-free conference-call number is
supplied so users can ask questions and fully participate in on-line sessions.

Offender/client Training
Formal offender/client training on the use of the phones is usually not required. Instructions are
mounted on each telephone unit, and calls are facilitated by an automated operator that clearly
instructs the offender/client through each step of making a call. However, at the facility's
request, a trainer will be available for offender/client training on phone usage. The trainer
provides a discussion and demonstration in each unit or pod of the facility with assistance from
staff.

Section 4 Training

129

GTr
'.L.

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23,2009

SECTION 5
CORPORATE BACKGROUND & EXPERTISE
GTL and Subcontractor Information
5.0

Corporation Background and Expertise The following questions and issues are to be
addressed in the response by the Responder,
5,0.1

(R) Financial Relationships Describe the business and financial relationship between
the Responder and any other organizations providing services under this proposal. This
includes sub-contractors, partnerships, consortium arrangements, or other contractual
obligations between the Responder and another business to provide services under the
Respondent's proposal. Be specific, particularly concerning financia l relationships,
implementation, responsibilities, project coordination, etc. between the parties.

GTL Response : Read, understand, and will comply,
GTL will utilize the services of one subcontractor to assist with the fulfillment of our obligations
arising from this contract Cooper Communications Group (CCG) . CCG is the nation's largest
provider of service, maintenance and repair services for offender/client telephones . CCG
provides these services exclusively to GTL in support of our customers nationwide.
GTL and CCG have worked together as prime
contractor and subcontractor since 2005. GTL does
not have an ownership or equity stake in CCG. Our
sole financial obligation to CCG is the timely
payment of invoices on a monthly basis for services

rendered by CCG to GTL.

State

Sites

AL
AZ

-'liN

2,103
(i68

~, ~ " 23

', 'L.
CCG provides service to GTL in 31 states
maintaining over 41 ,000 offender telephones at
more than 950 state, county and municipal facilities.
CCG's nationwide presence, indicated in table ,
includes more than 150 certified technicians ,
deployed to install, maintain and repair the GTL
LazerPhone systems serving city , county and state
Departments of Corrections custome rs .

1,679: "
179 . .

AR .

CA
CT
CO

1
20 ,
109
46

"MA '-'

20
4

MI
MN
MO
' MS

Phones

'"'13
3

25
2

625

175

1 285 '
4,491
1-.61<7.
1,071
U7 i

128
856
80
568

Sites

State

Phones

'''W '; ,." C ··
NE
N"
NY

::2',. 84

305

3''01'0 .~

Ne, '. 3?>;Jk ! 297
.....
OH
93
3.06
• OK"
33 . "'·890 ~.'
OR
5
165
, ~,,: :~~· 4", -. ,

TN
= iIX.

a2it
1,452
1'3:.: ," 6i11

653

;WA

' S"

698

",6 '"

"14.6'

"' WI

. " '298'(

Table 3.A CCG Nationwide P
resence

CCG's exclusive agreement with GTL allows CCG
unprecedented access to GTL's back office infrastructure and ticket management system,
resulting in an integrated system of commun ication and data transfer between the companies.
This dedicated and highly cooperative arrangement between GTL and CCG greatly benefits our
customers.
Services provided by CCG to GTL in support of Minnesota DOCIDHS include: on site service,
maintenance and repair of the offender/client telephones , LazerPhone call processing,
monitoring and recording platform and inside wiring . CCG will also assist GTL during
©2009 Global Tel*Link

RFP Addenda & GTL Attachments

130

State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

GTl

installation of the offender/client telephones, the LazerPhone platform and inside wiring as
necessary.

5.0.2

(R) Dun & Bradstreet Comprehensive Report: The Responder to provide the
Responder's Dun & Bradstreet Comprehensive Report, which is obtainable via the
Internet at https:llexpress.dnbsearch.com The responder shall stipulate herein that the
Comprehensive Report included in the Responder's proposal is the correct
corresponding report for the entity providing services through this RFP. The State
reserves the right to require additional financial information of the Responder and to
investigate the Responder's financial background if the State believes that the requested
information and/or the investigation would provide greater inSight into the Responder's
viability and capability to deliver the requested service(s).

GTL Response: Read, understand, and will comply.
GTL is a privately held corporation and we do not submit financials to Dun and Bradstreet (D&B)
for evaluation, therefore we are not rated by that organization. We have included a confidential
copy of our Moody's Rating and Standard and Poor's Rating reports for exclusive review by the
State of Minnesota. These are included in the sealed envelope submitted with our proposal and
labeled TRADE SECRET.
With the expected revenues and potential commissions an offender/client telephone system
generates, the State of Minnesota needs to place its confidence in a large, respected company
who has the experience and financial stability to perform its duties in delivering quality services
and paying expected commissions over the life of the contract. . It should be noted:
~ GTL is one of onlv two inmate phone service providers that are financially

sound enough to have ratings provided by S&P and Moody's.
~ Dun and Bradstreet ratings are available for small. minimallv capitalized

companies who do not have the financial strength to obtain S&P and Moody's
ratings.
Financial stabilitv coupled with the strongest cash flow in the industrv provides Minnesota
DOC/DHS complete confidence in GTL to deliver our exceptional service and remit
commissions for the duration of the contract.

5.0.3

(M) Subcontracting Requirements The Responder shall not change subcontractors
unless prior approval is obtained from MMD. The State reserves the right to request a
different subcontractor, if the original subcontractor is not performing according to the
terms, conditions and specifications of this RFP.

GTL Response: Read, understand, and will comply. GTL requests that the following be
added to the end of the requirement: ..... of this RFP and written notice to the contractor with a

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30 day cure opportunity if the subcontractor is not performing according to the terms, conditions
and specifications of the RFP."

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5.0.4

GTl

(R) Responder's and Sub-Contractor's (if applicable) Installation Experiences
Describe the Responder's and sub-contractor's experience and capabilities providing
services similar to those required by this RFP. The State wishes to determine the
Responder's and any sub-contractor's expertise, experience and success in past
implementations that were of similar scope and technology. If necessary, reference
multiple separate installations to demonstrate experience installing various services
proposed to the State through this RFP. Provide concise descriptions for the following
sections 5.0.4.1 through 5.0.4.9 for the Responder and Sub-Contractor (if applicable);
limit descriptions to two pages. Repeat sections 5.0.4.1 through 5.0.4.9 for each
installation that demonstrates competence for a specific service(s). A brief description
should be included for each of the services proposed.
5.0.4.1 (R) Identify the project.
5.0.4.2 (R) Describe service(s) installed.
5.0.4.3 (R) Describe relevancy between the installation and the Responder's proposed
solution to this RFP.
5.0.4.4 (R) Provide contact name, telephone number and e-mail address.
5.0.4.5 (R) Contact: May the State contact your customer?
5.0.4.6 (R) locations(s): Street address, City and State.
5.0.4.7 (R) list key project milestones, including completion dates, estimated and actual.
5.0.4.8 (R) Methodology used to determine project success or failure.
5.0.4.9 (R) Describe project outcome.

GTl Response: Read, understands and will comply.
A descriptive overview of GTL's extensive experience and that of our subcontractor CCG,
providing services similar to those required for Minnesota DOC/DHS is offered here.
Specific customers for whom we have installed and provide these services are included
at sub-tab References at the end of this section. The State may contact each of our
references. A brief description of each customer's project is included with the reference
information and in each case the relevancy to our proposed solution for DOCIDHS is
noted under the heading: Project Experience & Relevancy.
GTL provides inmate calling services and solutions for over 400 major customers nationwide.
These customers represent more than 1,400 correctional facilities, 64,500 inmate telephone
stations and over 940,000 inmates.
One measure of our successful installation and provision of services is the fact that GTL is
currently the largest provider of inmate calling services in the United States. The two
graphics that follow clearly demonstrate the breadth of our customer relationships both in
number of states in which we provide service as well as number of inmates served.

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GTL Customer
Footprint

•

GTL

Not

R~;m~Saniatl

2009E Market Share

SCCUTUS

27%

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Another measure of GTL's ability to successfully meet and exceed the requirements and
expectations of our customers is reflected the many correctional agencies that extend, renew,
and award contracts to GTL.
Our long term relationships extend to all customers: State, County, and Municipal. While
technology and market conditions have changed and evolved, customers remained with GTL as
a result of our excellent service and focus on each customer's unique requirements. A few
examples or our long term relationships are listed below.
Top Long Term Corrections Customers

Contract Name
1
2
3
4
5
6
7
8
9
10

New Jersey DOC
Philadelphia Prison System
Ohio DOC
Virginia DOC
Mobile County Metro
North Carolina DOC
California DOC
Port Authority NY / NJ
Connecticut DOC
Minnesota DOC
··Average

Customer
Since
1984
1984
1989
1990
1991
1992
1992
1993
1994
1994

#of
Years
24
24
19
18
17
16
16
15
14
14

GTL manages and is responsible for all aspects of our inmate telephone service contracts,
including the Minnesota DOC/DHS. GTL provides certified local field repair staff through a
subcontract agreement with Cooper Communications Group (CCG), which is organized to
provide this service exclusively for GTL accounts.
CCG field repair technicians maintain the GTL LazerPhone platform, inmate telephones and
other on-site equipment such as telco components and wiring/cabling. CCG is the correction
industry's largest independent service, maintenance and repair provider. CCG provides service
to GTL in 31 states maintaining over 41,000 offender telephones at more than 950 state, county
and municipal facilities.
CCG's nationwide presence, indicated in table 5.A, includes more than 150 certified
technicians, deployed to install, maintain and repair the GTL LazerPhone systems serving city,
county and state DOC customers.

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Offender/Client Telephone Calling System Proposal
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Stato

Sites

Phones

State

.7
8
29

I,sn

2,103
1,288
1,285
4,491

NV
NE
eN"
NY
Ne
OH
OK
OR

'16,17

P
A

1,071

1,071
128
856

TN
T
'X
VA
WA

AR
eA
'eT
eo
FL
GA
iN
LA

23
1
,20
109
.5
23
20

179
625

175

25
2

568

Phones

Siles

8.
305

"
47
1.
3

3,010

951
297

3.06

33
5

890
155

•
,

20
13
13
6
21
6

824'
1,452

647
653
298
598
146

Table S,A CCG Nationwide Presence

CCG's exclusive agreement with GTL allows CCG unprecedented access to GTL's back office
infrastructure and ticket management system, resulting in an integrated system of
communication and data transfer between the companies. This dedicated and highly
cooperative arrangement between GTL and CCG results in the following benefits to our
customers,
Additional inform at ion about our only subcontractor, Cooper Communications Group, is
provided in our Maintenance and Support Plan included at Section 3 Equipment Support.

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Staff Qualifications
5.0.5

Staff Qualifications
5.0.5.1 (D) Key Employee Resumes The State expects that the Responder's staff will
include employees with demonstrable work experience as defined by the
following generic position titles (Section 5.0.5.1.1 through 5.0.5.1.6). The State
recognizes that the Responder may not use the specific generic position title;
therefore, identify the generic position title on the corresponding resume.
Provide resumes describing the educational and work experiences for each of
the Responder's key staff that will be assigned to the project.
5.0.5.1.1
5.0.5.1.2
5.0.5.1.3
5.0.5.1.4
5.0.5.1.5
5.0.5.1.6

GTl

(R) Account Sales Representative
(R) Project Manager
(R) Service Manager
(R) Billing Specialist
(R) Technical Support Personnel
(R) Repair support Personnel

Response: Read, understands and will comply.

Resumes for the following key project staff are included in this section at sub-tab Resumes.
Positions
Account Sales Representative
Project Manager
Service Manager
Billing Specialist
Technical Support Manager
Repair Support Personnel

5.0.6

Contract Vendor's Product Support Staff
5.0.6.1

GTL

Staff
William (SkiJ)l Smith
Bob Parnell
Chris Gickler
Margaret Phillips
Dennis Juzang
Rick Muncy
Daniel Rehorst
Scott Schule
Daniel Winiarski
NEW Technician (Qualification Resumel

(D) Dedicated Account Representatives The State desires a dedicated
point of contact for the Contract Vendor to oversee the service arrangements,
the commission structure, and the reporting capabilities.

Response: Read, understand, and will comply.

Bob Parnell will serve as GTL's Dedicated Account Representative for the DOC/DHS contract.
Bob has been the DOC/DHS Project Manager and Dedicated Resource since 2003. Bob is
intimately knowledgeable of all DOC/DHS facilities, staff and all policies and procedures. This
invaluable knowledge has been paramount to the seamless operation of the current contract
and will be critical to the successful operation for the next 5 years.
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Bob will work closely with the DOC/DHS Project Control Manager throughout the contract term
to oversee all service arrangements, commission structure and reporting capabilities. Bob can
be reached at 319.360.3999 or bparnell@gtl.net
5.0.6.2

(M) Expected Response of Contract Vendor's Staff The Contract Vendor's
staff must be capable of responding rapidly and fully to requested changes. as
well as to questions and problem reports. Describe your capabilities.

GTL Response: Read, understand, and will comply.
GTL is committed to providing the DOC/DHS with the finest level of maintenance and account
support possible. GTL Professionals ensure that the software, hardware, and peripheral
equipment associated with the inmate calling system are maintained for the life of the contract.
• GTL provides the necessary labor, parts, materials, and transportation to maintain all
offender/client telephones and related equipment in good working order and in
compliance with the equipment manufacturers speCifications throughout the life of the
contract.
• Maintenance and repair services are provided entirely without cost to the DOC/DHS.
• Malfunctioning equipment is repaired or replaced as needed and inquires by DOCIDHS
staff are answered quickly and courteously.
• Responses to service interruptions or equipment malfunctions are within the agreed
upon timeframes.

Twenty-four (24) hours a day, three hundred sixty-five (365) days a year, requests for
service or reports of malfunctions go directly to GTL's LazerPhone Service Center where highly
trained GTL Professionals determine the best course of action. Our toll free technical service
number (877-856-3184) is always answered by a live GTL representative.
Many system problems can be resolved remotely through software diagnostics and
manipulations. When problems or requests cannot be handled remotely, the CCG field service
technician that is dedicated to the DOC/DHS Project will contact GTL's Local Service Provider
to dispatch a technician to the site.

Two Locally Based Technicians provide routine equipment maintenance and are available
around the clock for rapid dispatch to DOCIDHS sites when emergency situations arise.
GTL's comprehensive Maintenance and Support Plan included at Section 3 Equipment
Support includes the following information about work order time frames and service priority
levels, as well as other information that indicates GTL's ability to respond quickly and effectively
to all DOC/DHS questions and service needs.
WORK ORDER TIMEFRAMES
GTL maintains a staffed Technical Support Center from 6:00 AM until 10:00 PM CDT, seven
days a week, and on-call technicians at all other time. GTL's first response to a call can
usually be measured in minutes, not hours. The first step toward problem resolution is an
assessment of the problem through an interview with the caller and, if appropriate, an on-thespot log-in to the site's LazerPhone system. Frequently, user-problems are resolved during the
initial phone call. Whether solved immediately or through further steps, every system-related call
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is recorded and tracked in our electronic Technical Support Trouble Ticket Management
program.

Service Priority Levels and Response Times

Priority 1

Priority 2

Priority 3

Response time is less than one (1) hour.
Resolution time is less than eight (8) hours without a site visit.
Resolution time is less than twelve (12) hours with a site visit.

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Items that are on a software fix list or related to administrative issues that are
informational or non-service affecting conditions or not business critical.

Priority 4

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Work Order Updates
Minimum update times unless note is in ticket indicating the next update time or ticket is onhold.
Work Order Update
Severity
Every 2 hours
P-1
Every 4 hours
P-2
P-3
Every 6 hours
Every 8 hours
P-4
N/A
As Needed

5.0.6.3

(M) Status Meetings Periodic status meetings shall be held with the Contract
Vendor and State staff to review service activity, account status and problem
resolution. The Contract Vendor's attendance is mandatory, subject to mutual
schedule negotiation. However, if a critical need arises, the State, at its
discretion, may schedule a meeting(s) with little advanced scheduled
notification and require the Contract Vendor's attendance.

GTl Response: Read, understand, and will comply.
GTL fully recognizes the importance of two-way communications and has conducted
Operational Review meetings with staff members from the DOC and DHS to review service
activity. account status and problem resolution. GTL offers to continue these meetings quarterly
if desired and will always have a member of the MN account team available for additional or
emergency meetings when either DOCIDHS deem these necessary.

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State of Minnesota
Offender/Client Telephone Calling System Proposal
October 23, 2009

References
5.0.7

(R) Responder's References. Proposals to include a list of minimal three (3)
organizations. Include for each organization a contact name, street address, city, state,
zip code, e-mail address and telephone number. These organizations will provide
references for the Responder's work performed in the areas of service required by this
RFP.
As part of the evaluation process the State will contact the Responder's references. The
evaluation will include determining the applicability of the reference's project, the quality
of work performed for the services solicited through this RFP and the competence of the
Responder's personnel assigned to the reference's project. Responders are encouraged
to request permission from those organizations listed as references.
5.0.7.1 (R) Responder Reference: Organization One
5.0.7.1.1
5.0.7.1.2
5.0.7.1.3
5.0.7.1.4
5.0.7.1.5
5.0.7.1.6

(R) Organization name.
(R) Primary contact name.
(R) Street address.
(R) City, state, and zip code.
(R) Contact's e-mail address.
(R) Contact's telephone number.

5.0.7.2 (R) Responder Reference: Organization Two
5.0.7.2.1 (R) Organization name.
5.0.7.2.2 (R) Primary contact name.
5.0.7.2.3 (R) Street address.
5.0.7.2.4 (R) City, state, and zip code.
5.0.7.2.5 (R) Contact's e-mail address.
5.0.7.2.6 (R) Contact's telephone number.
5.0.7.3 (R) Responder Reference: Organization Three
5.0.7.3.1 (R)
5.0.7.3.2 (R)
5.0.7.3.3 (R)
5.0.7.3.4 (R)
5.0.7.3.5 (R)
5.0.7.3.6 (R)

Organization name.
Primary contact name.
Street address.
City, state, and zip code.
Contact's e-mail address.
Contact's telephone number.

GTL Response: Read, understands and will comply.
GTL's references are included in this section at sub-tab References.

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