MA Contract GTL Response to Request for Proposal -- Part 2 -- 2005

State DOC Contracts • Massachusetts

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5.3.5

The inmate telephone instrument must be compact in design. The Bidder must include
photographs of the proposed inmate telephones in its response.

GTL Response: GTL will comply. GTL proposes the CT-300 Brick phone
equipment) to meet the requirements of the Commonwealth.

(or similar

CT-300 Brick

CT-300-SS-VC-32

5.3.6

Housing: High Security, 14 Gauge, Steel
Size: 10 %"H x 5 %"W x 2 %"0
Switch Hook: Magnetic or Micro Switch
Volume Control: Technician Set or Optional External Button
Sidetone Reduction: Built-in Confidencer Function
Connections: Modular or Screw Terminal
Keypa-d: Heavy Chrome Metal
Handset: Armored Cord with Steel Lanyard and Heavy
Gauge Steel Retainer
Conformal Coating: Protects components for Outdoor Use
Line Powered; No AlC power required
Mounting: Mounts directly to wall, toa Model CT-3500BB
Backboard or to an existing 178A Backboard with adapter
Model CT-178ADP'
Warranty: 2 Years: -'
FCC Registered: 1U8USA-74411-CC-T

The inmate telephone instruments must not include coin entry slots or coin return slots
regardless of whether these functions ar~ disabled.

GTL Response: GTL will comply. The inITIate telephone instruments are dumb sets that do
not include any coin entry slots or coin return slots:' .

5.3.7

The inmate telephone instruments shall not contain card reader capabilities or slots used
to identify inmate telephone accounts forpurpose of debiting inmate telephone accounts.

GTL Response: GTL will comply. The inmateJelephone instrument is a dumb set that does
not contain any card reader capabilities.

5.3.8

The Bidder shall provide a unique number, physically imprinted on each Inmate
Telephone so that the number can be seen by DOC personnel for the purposes of

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

150

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reporting troubles and troubleshooting problems. As new inmate telephones are added
or telephones are replaced they shall be identified in the same manner and all appropriate
paper work shall be updated to reflect the addition.
GTL Response: GTL will comply.

5.3.9

The inmate telephones must be capable of reducing or eliminating background noise to
the inmate using the telephone. The Bidder must describe, in its response, how this will
be accomplished with the proposed inmate telephone instruments (e.g., confidencers,
phone enclosures, etc.).

GTL Response: GTL will comply.
GTL's inmate telephones have a built,.;in Confidencer
function that minimizes side tones and background noise.

5.3.10

All-inmate telephones shall provide volume controls which allow inmates to amplify the
yalled party's voice.

GTL Response: GTL will comply. GTL's inmate telephones provide volume controls that
allow inmates to amplify the called party's voice:

5.3.11

The Bidder shall provide dialing inst~cti~~ as 'well as a "warning" that states "This Call
is Being Recorded" to the inmate in English and Spanish on each inmate telephone in a
manner which reduces the possibility of being destroyed. Simple labels or other
accessible surface instructions will not be acceptable to meet this requirement.

GTL Response: GTL will comply.
GTL will 'provide durable written dialing instructions and
the warning "This Call is Being Recorded", j in: both English and Spanish, on each inmate
telephone. Instruction placards are mounted within the frame of the telephone, protected by
shatter-proof glass.
Additionally, LazerPhone's automated operator gives dialing instructions, call-type and
language options, error prompts, makes initial contact with the called party and provides
information about the call, including the inmate's name and the name of the correctional
facility. The automated operator's opening message to the called party includes the warning
that "This call is being recorded."~- .. ~~-~.

5.3.12

The Bidder shall maintain the above required telephone dialing instructions and warning
statements for legibility and accuracy during the course of this contract.

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

151

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-----_ ...

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...

'GTL Response: GTL will comply.

5.3.13

The inmate telephone instrument shall not be capable of being used to program any
feature of the proposed ICS,

GTLResponse: GTL will comply. GTL's inmate telephone is "dumb," meaning that it is
incapable of being used to program the LazerPhone system.

5.3.14

All of the proposed inmate telephones must be compliant with all applicable
requirements of the American with Disabilities Act (ADA).

GTL Response: GTL will comply. Global Tel*Link'sinmate telephones are compliant with
Americans With Disabilities Act (ADA), providing hearing ~id compatibility and volume controL
When necessary, telephone handsets may be cradled in TOO units to permit severely hearingimpaired inmates to communicate with others through the telephone line.

Type 2: Special Manage~ent Unit Telephon~s
5.3.15

The second type of inmate telephone instrument shall be portable or "movable" inmate
telephones that are used mainly in special management units and must be manufactured
, to withstand abuse (physical, liquid, etc.) as' well as be compact enough to' fit through
standard food slots. Industry standard 2500 telephone sets will not be acceptable at
. meeting this requirement. The Bidder must state how it will allow the DOC to secure the
touch tone pad after the special management unit's inmate's initial call now been placed.

GTL Response: GTL will comply, Const!1l9.'~<;l.,ofh,eavy-duty stainless steel, GTL's inmate
phone is a totally' secure unit, ideally suited 'for prisons and jails. Inmate telephones are line
powered and require no AC or battery backup power. The telephone housing is seamless
stainless steel with no exposed screws, bolts, metal or other hard substance fasteners. The
housing is tamper and water resistant to the highest degree. Each is equipped with a stainless
steel, braided security lanyard inside the armored cord designed to handle up to 1,000 pounds
of pull resistance -- extremely resistant to stretching and breaking.
GTL inmate phones have a stream-line design'and are- more compact than standard 2500
telephones. They can be flush mountedtd"a"wall"or rriountedona wheeled cart for portability.
The handset is compact enough to fit though standard food slots. For special management
units, if approved by the DOC, GTL mounts the portable telephone in such a way' and at the
correct height to permit the inmate to self-dial through the cell's food slot. Alternately, the
phOne ;s mQllQte d in SllCh a way as to prevent the inmate's access to the telephone
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

152

keypad. In. this case a DOC officer dials· the· number for the inmate and passes the handset
through the food slot to allow the inmate to converse with the called party.

5.3.16

The Bidder must describe, in its response, how these movable or portable. telephones
will be moved from one cell to another by DOC personnel to allow for inmate calling.

GTL Response: GTL will comply. GTL inmate telephones are mounted on wheeled carts to
provide portability from one cell to another.
5.3.17

The Bidder must provide a special management unit telephone that includes all call
restrictions of the ICS with regard to inmate PINs, call duration, etc.

GTL Response: GTL will comply. . Like all other inmate telephones, GTL's cart-mounted
phones are fully controlled by the LazerPhone ICS. All call restrictions, PIN assignments, call
durations, etc. apply.
5.3.18

The Bidder must provide a special management unit telephone that allows DOC
.personnel to provide the handsetOiiiy to the iIimate thu.s d~mying access to the dial pad
by the inmate. The Bidder must describe, in its response, how this is accomplished with
the proposed telephone instrument.

GTL Response: GTL will comply. For special management units, if desired by the DOC, GTL
mounts the portable telephone on the wheeled cart in such a way as to prevent the inmate's
access to the telephone keypad. In this case a DOC officer dials the number for the inmate
and passes the handset through the food slot to allow the inmate to converse with the called
party.
5.3.19

The Bidder must provide special management unit telephones according to the telephone
quantities listed in Attachment B.

GTL Response: GTL will comply. GTL will provide the required number of spedal
management unit telephones.
. ;~

Type 3: Outdoor Telephones
5.3.20

The third type of Inmate Telephone Station Equipment shall be "all weather" inmate
telephone sets to be used in some outdoor conditions as various DOC facilities.

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

153
. :.!n f·-;

GTL Response: GTL will comply. GTL will install the required number of "all weather" inmate
telephone sets at outdoor locations specified by the DOC.

5.3.21

The outdoor inmate telephone instruments must meet all requirements of the Type 1:
Wall Mounted Telephones (Indoors) described in this section. The Bidder must state this
compliance in its response.

GTL Response: GTL will comply. GTL's outdoor inmate telephones meet all the requirements
of Type 1 wall-mounted telephones described in this section.
5.3.22

The outdoor inmate telephone instrument must be weather-proof to ensure durability in
outdoor conditions including winter weather.

GTL Response: GTL will comply. GTL's outdoor inmate telephones are weather-proof to
ensure durability in outdoor conditions, including winter weather.

Type 4: ·Coin Operated Telephones
The fourth type of inmate telephone instrument shall be coin operated pay telephones primarily
used in pre-release areas, lobby and/or visiting areas only. Coin operated telephones are not to be
proposed to meet the inmate telephone requirement. Coin operated telephones must offer all
standard payphone options including coin, collect and calling card access.
i ...... :

: .._ ;.

, .

GTL Response: GTL will comply. GTL prpposes to ,replace the existing
coin telephone sets with the Elcotel Series 5 "smart" coin public terminal
(or similar equipment). The Elcotel Series 5 "smart" coin public terminal
is a fully remote programmable and downloadable, coin-pay station that
is completely line powered for maximum protection from electrical
outages. Its state-of-the-art features include:
• Self diagnostics detect and record numerous alarm
conditions and transmit them to the host system for analysis
. and dispatch as required. The h,clude, but are not limited to,
coin jam, coin box full, coin box removed, inactivity, and
handset failure.
• Call Type Counters are updated with each call and
downloaded daily to the host system.
GTL's Response to the
Comnionwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

154
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• A self-resetting volume control butt0r'}'
• Full, stored-memory rating functionality.
• A 50-number programmable speed dial memory function.
• An ADA compliant handset with full acoustic coupling capability.

Specifications
. Housing dimensions:

21 x 7-518 x 6 inches

Payphone weight:

481bs.

Handset:

Hearing aid compatible (HAC)

Coin Acceptance:

Nickel, dime, quarter

Power:

Telephone line powered, 48 VDC (on hook), 23
rnA loop current (off hook)
Internal rechargeable lead-acid gel cell, 6V, 500
mAH

Operating Temperature Range:

-4 to +140 Degrees Fahrenheit

Telco line type:

COCOT (PAL), B-1, Loop Start

Loop Current Range:

23 rnA to 80 or 100 rnA

Ringer Equivalency Number (REN): .

0.78

FCC Registration Number:

E2DUSA-61027 -CX-E

Telco Line Interface:

-Interna:! to payphone, terminal strip with standard
US RJ11C connector terminated cable and RJ11C
jack on printed circuit board.

Coin Relay Driver:

Internally provided +1- 80 VDC

Voice Prompts:

High quality digitally recorded female voice in
English.

5.3.23. The Bidder must provide coin-operated, public,telephones to DOC facilities, as listed in
Attachment B. These telephones must meet all FCC and Massachusetts Dept. of
Telecom & Energy regulations regarding local calling, toll free number surcharges and
alternate carrier access.
GTL Response: GTL will comply. GTL will provide the required number of coin-operated
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
SeCure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

155
:.:

public telephones as listed in attachment B.

5.3.24

Throughout the term of the contract the Bidder must install additional coin operated
telephones as required by DOC This includes expansion to existing institutions and
newly constructed facilities. This must be done at no cost to DOC.

GTL Response: GTL will comply. GTL will install coin operated phones as required by DOC.

5.3.25

Coin operated telephones must provide outgoing service only. Incoming calls must not
be accepted at any coin operated telephones at the DOC facilities.

GTL Response: GTL will comply. The proposed coin telephones can be programmed to
provide outgoing service only.

Type 5: TDD/TTY Devices
5.3.26

The DOC currently have inmates who are deaf or hearing impaired and must place
outgoing telephone calls via a TDD/TTY. The Bidder must describe, in its response,
how such calls will be conducted in conjunction with the proposed ICS.

GTL Response: GTL will comply. GTL will provide the required number of TDDITTY devices
for locations designated by the DOC. These deyices fully meet the requirements· of the
"Americans With Disabilities Act". Th~.TD9{JJY;I,unit~ provid.~d,by GTL for hearing impaired
inmates can be used for communication to a call recipient who also has a TDDITTY unit (unitto-unit connection) or can. connect to a deaf relay service. LazerPhone call controls are
enforced during unit-to-unit calls. Connection thorough a deaf relay service requires that
LazerPhone relinquish control of the call to the relay service, after which the LazerPhone
restrictions are no longer operative.

GTL'sR
Common
Requestfo
Secure
DOCfile o.
September 15,2005

156

This basic TOO is easy to use. It has an easy-touch keyboard with a bright, tilted 20-character
display and includes a printer port to connect an external printer. Turbo Code provides "realtime" conversations with other Turbo Code TOO units. Auto 10 informs the called party that the
caller is using a TOO. Turbo Code® and Auto IDTM
o

Convenient GA/SK keys

Printer port to connect to external printer

20..,character display

43-key, 4-row keyboard

Rechargeable batteries and AC adapter included

Baudot code(45.5/50baud rate)

5.3.27

The Bidder must describe, in its response, how outgoing inmate calls via the TDD/TTY
are conducted in the following circumstances while maintaining all call controls:
•

a standard telephone number on the inmate's call list;

GTL Response: GTL will comply. The TDDITTY units provided by GTL for hearing impaired
inmates can be used for communication to a call recipient who also has a TDDITTY unit (unitto-unit connection) or can connect to a Deaf Relay Service. LazerPhone call controls, such as
a standard number on an inmate's call list, are enforced during unit-to-unit calls. Connection
thorough a Deaf Relay Service requires that LazerPhone relinquish control of the call to the
Relay Service, after which the ICS restrictions can no longer be applied.

•

toll free number for the deaf relay service;

GTL Response: GTL will comply. GTL provides a toll free number for the Deaf Relay Service.

•

711 deaf relay service call;

GTL Response: GTL will comply. GTL's TDDITTY unit allows 711 Deaf Relay Service calls.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

"..

~';"".

157

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The Bidder must describe, in its response, how outgoing call control for TDD/TTY
users is maintained with the proposed ICS.
GTL Response: GTL will comply. LazerPhone call controls,' such as a standard number on an
inmate's call list, are enforced during outgoing unit..,to-unitG9I1s. Connection thorough a Deaf
,to the Relay Service, after
Relay Senii e re uires that LazerPhone
which the

5.3.29

The Bidder must provide adequate TDD/TTY or suitable devices to each DOC facility,
maintain such devices as well as provide additional devices, at no cost, when requested
by a specific DOC facility.

GTL Response: GTL will comply. GTL will provide and maintain the required number of
TDDITTY devices for locations designated by the DOC, at no cost to the DOC. These devices
fully meet the requirements of the "Americans With Disabilities Act".

5.3.30

The Bidder must provide TDD/TTY or suitable devices which contain a digital display
(e.g., LCD, LED, etc.) and a printing device.

GTL Response: GTL will comply. TDDITTY devices provided by GTL contain a digital display
and a printing device.

5.3.31

The Bidder must provide TDD/TTY or suitable devices that allow the inmate
conversation
allowing the DOC • • • • • • • • • •
£ &
vith the exception of privileged calls to attorneys, etc.

GTL Response: GTL will comply. This basic TOO is easy to use. It has an easy-touch
keyboard with a bright, tilted 20-character display and includes a printer port to connect an
external printer.

5.3.32

The Bid~er must describe, in its response, how inmate call will be invoiced (and to
whom) when the inmate uses the TDD/TTY device to place a call via the Massachusetts
Deaf Relay Service.

GTL Response: GTL will comply. GTL believes that it is of the most importance that these
calls be completed for non hearing inmates. GTL is willing to provide these

5.4

DATA BACK-UP

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

158

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5.4.1

The Bidder must perform all system and database back-ups and archiving. All archival
hardware, supplies, network and recovery procedures which ensure that no data shall be
lost must be provided by the Bidder at no cost to the DOC.

GIL Response: - GIL will comply. GIL provides all necessary equipment and performs all
system and database back-ups and archiving at no c9st to the DOC. GIL has gone to
extraordinary lengths to ensure the safe keeping of sYstem configuration information and
inmate cail records. LazerPhone's centralized design provides redundancy -of critical
operational components and allows automatic backup of ALL call detail records.
Redundant Record Data Storage: Both call detail records and system settings are saved and
automatically backed-up in real time. At the time of an inmate's call, a call detail record is
saved to the DOC facility's active hard drive array, backed-up to the facility's backup storage
array, and transmitted to GIL's off-site central storage facility. Any changes made to
LazerPhone system settings are also saved in real time to the facility's active hard drive array,
backed-up to the facility's backup storage array, and transmitted to GIL's remote central
storage facility through the secure network provided by GIL.
At the time of an inmate's call, the call's recorded conversation is saved in realtime to the
facility's hard drive. Once every 24 hours, LazerPhone automatically copies recordings to the
facility's backup storage array and transmits a copy to GIL's off-site central storage facility
through the secure network provided by GTL. .
-

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Redundant Control Computers: At each LazerPhone Control Center, LazerPhone system
controls for every site are housed in two identically configured computers. If the first computer
fails the second automatically takes over. In the unlikely event that both computers at one
LazerPhone Center fail, the computers at the alternate Center automatically take over all
LazerPhone operations. Each backup computer is indepeJ:ldently capable of performing all
Management Control Center functions. Massive generators :back up the electrical systems at
both the primary (Mobile) and secondary (Houston) Control Center locations.
. ~.i. '.

Tested by a Force Majeure The effectiveness of GTL Control Center's backup systems was
conclusively demonstrated when Mobile, Alabama took a devastating hit from Hurricane
Katrina in August 2005. Flanked on all siqes by the crippled city, the LazerPhone Control
Center continued to operate normally.
Redundant processing, telecommunications
infrastructure, facilities, and trained staff at the Houston Data Center backed up this effort and
stood ready to take over if Mobile had taken a catastrophic hit.

5.4.2

The Bidder must be. capab~e of r~cp~~oo~,all,~ystem1at~for all locations, to the point
-offull system operatiOn, usmg a system backup.
--

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

159

GTL Response: GTL win comply. Should there be a catastrophic loss at any or all DOC
facilities, GTL is capable of recoveriflg all system data for all locations to the point of full
operation using GTL's system backups. (See "Redundant DOC Data Storage" above at 5.4.1)

5.4.3

The Bidder must describe, in its response, the back-up schedule for:
•

The local system programming databases for each DOC facility;

GTL Response: GTL will comply.
Back-ups of the local system programming at each DOC facility occur in real time. As changes
are made to the facility's active database, the change is simultaneously transmitted to th'e
facility's backup storage array and to GTL's centralized database.

•

The central Contractor maintained programming database for all DOC facilities;

GTL Response: GTL maintains to fully redundant data centers, one in Mobile, AI the second
in Houston, TX. These two data centers are replicated in near real time. Meaning, data
delivered to one data center is replicated to the second within seconds. Should a database
issue occur, a comprehensive database is contained in both GTL locations and available for
use in the event of a database failure.

Each of, GTL's data centers adheres to a ridged back-up program. At each of GTL's data
centers incremental back-ups are performed each evening between midnight and 5:00 central
time. During these incremental back-ups any data created during that days activities is written
to be back-up servers. Incremental back-ups are performed Monday through Saturday.
Complete back-ups are performed during the same hours on Sunday.
Each database is backed up to a separate, physical drive locally on the database server,
During the nightly process data is written to an LTO tape drive baCk-Up system. Full tapes are
stored in a secured fireproof cabinet While on premise., Weekly tapes are transferred to and
atWelve (12) week rotation.
, stored in location off premise. Taped are rotated
All inmate call records for each DOC facility;

GTL Response: GTL will comply. BaCk-ups of inmate call records at each DOC facility occur
in real time. At the time of an inmate's caU, a call detail record is automatically saved to the
DOC facility's active hard drive array, backed-::up to the facility's backup storage array, and
transmitted to GTL's off-site central storag~. f~cilit~:
"

•

All inmate call records for all DOC facilities maintained at the Contractor's site;

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

160

GTL Response: GTL will comply. GTL maintains to fully redundant data centers, one in
Mobile, AI the second in Houston, TX. These two data centers are replicated in near real time.
Meaning, data delivered to one data center is replicated to the second within seconds. Should
a database issue occur, a comprehensive database is contained in both GTL locations and
available for use in the event of a database failure.
Each of GTL's data centers adheres to a ridged back-up program. At each of GTL's data
centers incremental back-ups are performed each evening between midnight and 5:00 central
time. During these incremental back-ups any data created during that days activities is written
to be back-up servers. Incremental back-ups are performed Monday through Saturday.
Complete baCk-ups are performed during the same hours on Sunday.
Each database is backed up to a separate physical drive locally on the database server,
During the nightly process data is written to an LTO tape drive back-up system. Full tapes are
stored in a secured fireproof cabinet while on premise. Weekly tapes are transferred to and
stored in location off premise. Taped are rotated on a twelve (12) week rotation.

•

All inmate call recordings for each DOC facility;

GTL Response: GTL will comply. Back-ups of inmate call recordings at each DOC facility
occur once a day. At the 'time of an inmate:l?cGc;lIl,Jhecall's recorded conversation is saved in
real time to the facility's active hard' drive: arrai" Once every 24 .hours, LazerPhone
automatically copies recordings to the facility's backup storage array and transmits a copy to
GTL's off-site central storage facility through the secure network provided by GTL.
GTL maintains to fully redundant data centers, one in Mobile, AI the second in Houston, TX.
These two data centers are replicated in near real time. Meaning, data delivered to one data
center is replicated to the second within -seconds. Should a database issue occur, a
comprehensive database is contained, ..... bottl'Gr~ 'Io~ations and available for use in the event
in ai IJ
-"
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of a database failure.
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Each of GTL's data centers adheres to a ridged back-up program. At each of GTL's data
centers incremental back-Ups are performed each evening between midnight and 5:00 central
time. During these incremental back-ups any data created during that days activities is written
to be baCk-Up servers. Incremental back-ups are performed Monday through Saturday.
Complete baCk-ups are performed during the same hours onSunday.
Each database is backed up to a separate physical drive locally on the database server,
During the nightly process data is written to an LTO'tape drive back-up system. Full tapes are
stored in a secured fireproof cabinet while on premise. Weekly tapes are transferred to and
stored in location off premise. Taped are rotated on a twelve (12)weekrotation.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses .
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

161

·~~··~T'V~

.... ' .

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•

All inmate call recordings for all DOC facilities maintained at the Contractor's site.

GTL Response: GTL will comply. GTL backs-Up the off-site centralized database containing
inmate call recordings for all DOC facilities With three copies of the inmate .call recording,
recordings arenot backed up at the central location. In the event of a failure at one or two of
the locations, recordings could be totally restored from the third storage location.

5.4.4

The Bidder must stat.e, in its response, if these system back-ups are performed in realtime (e.g., as the transaction/call completes) or as a pre-scheduled time during the day.

GTL Response: GTL will comply. LazerPhone performs system and call detail record backups in real time and performs recording back-up every 24 hours.

5.4.5

The Bidder must describe, in its response, how the local ICS databases at all DOC
facilities will be kept current with the ICS backups at the Contractor site in case of
required re-programming or system recovery at a DOCfacility.

GTL Response: GTL will comply. Because LazerPhone performs system and call detail
record back-ups at all DOC facilities in real time, system settings and call detail records in the
centralized databases at GTL's off-site storage location will always be current with the active
storage arrays at DOC sites. Should a DOC facility's active storage array require re.programming or system recovery, GTL can restore the site's system from the facility's on-site
baCk-up storage array Of, if necessary, from GTL's off-site storage array for that facility.

5.4.6

The Bidder must agree, in its response, that the DOC retains ownership of all archived
information, call detail, inmate recoi.-ds~ etc.' The Bidder must agree;' in its response, that
. the DOC has the right to obtain all achieved information, call detail, inmate records, etc.
associated with the ICS regardless of the location of such information within the
Contractor's·organization or site.

GTL Response: GTL agrees.

5.4.7

The Bidder must describe, in its response, how-it will provide system security for all data
stored locally and at its central st9f~g~lRc~tiop.. Such~eYflrity description must include
. system security as well as how access to such sensitive information will be performed
within the Bidder's organization.

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

162

---------_.

._---_.-

GTL Response: GTL will comply. LazerPhone on-site system equipment and back-up storage
arrays are installed in a secure location within the facility. GTL's off-site storage location is
equally secure. Only authorized GTL personnel can access the building and the records at
. --.- ..
GTL's centralized storage location.
Security for LazerPhone System Services: Access to the LazerPhone control program is
restricted by a password protected User Security Profile system. A User Login screen that
requires a
.
. ensures that only authorized personnel are permitted to
monitor and control inmate telephone usage.
A User Security Profile is associated with
The Security Profile record for
each user specifies which LazerPhone functions will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
security levels.
may access LazerPhone's User
Management screen, from which other User Security Profiles may be created or modified.
Any time a user logs into the system, LazerPhone·notes the event and the user's identity in the
system's electronic Log Book. An Audit Log Report is available to track user access and all
system changes and activities that take place:, while users are logged if!to the LazerPhone
system. Security for LazerPhone les LAN and WAN: GTL provides a unique
that
allows the LazerPhone systems elt all DOC fa .. 'es to be networked together via a secure
closed network. Secured
~ connections are also available for
a roved users that have access to the Internet but are. not in LazerPhone's unique_
.- Authorized remote -access to LazerPhone records and controls, whether from
or from a differ!3r1t~Qqilt?Cility, is a<:~omplished though this secure
network -system that is installed, managed, monitored, and maintained by GTL. These
interconnecting LAN and WAN networks are unique and proprietary in nature, developed by
GTL exclusively for LazerPhone Inmate Telephone System functionality, GTL networks are
. programs.
protected by bot

5.5
5.5.1

ICS MANAGEMENT/ADMINISTRATION REQUIREMENTS
The Bidder must propose an ~9§ d~~Lwinpe adn1ini~tered on-site by the Bidder's
-personnel and DOC personnel.
.

GTL Response: GTL will comply. LazerPhone permits multiple users to access the system
and perform functions for which each is authorized. Frequently used workstation functions
iodide'
GTL's Response to the
Conunonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

163

· Live-Monitor Inmate Calls: At the LazerPhone workstation, authorized users can visually
and/or audibly monitor inmate calls-in-progress: .
Block Destination Numbers: At the system workstation, authorized users can block calls
facility wide, or calls by individual inmate PINs, to specific destination numbers.
Assign User Passwords and Authorize LazerPhone Feature Access: At the workstation, an
authorized system administrator is aple to assign, update, and change passwords and feature
accessibility for other system users.
: Authorized individuals can enter
destination telephone numbers or inmate· PINs. If a call is made using
system will automatically dial to up to three preprogrammed number
Generate Investigative and Administrative Reports: Authorized individuals can view, print,
a,nd/or save stand?rd. or custom reports ,as necessary.. AUJeports will be in real time and can
be generated at any t i m e . '
, " '
.
Schedule Telephone ON/OFF Periods: LazerPhone's Scheduler feature allows authorized
users to program ON/OFF periods for inmate telephones system wide, or assign special
ON/OFF schedules to individual PINs or telephones..
Set Call Durations: At the workstation, authorized users can limit call durations facility wide,
by inmate PIN, by inmate telephone, or by groups of telephones, such as all phones in a
particular cellblock.
Set PIN Call Velocities: When LazerPhone's PIN system is in use, authorized personnel can
limit the number of calls individual inmates can make during a specified time period.
Shut Down the Inmate Phone System·in!=mergencies: In addition to
, in an "emergency situation, an authorized user may
one Inmate Telephone system, reventin all inmate calls,

Add, Modify, or"Oeactivate PIN Accounts: Authorized system users are able to create,
modify, or deactivate inmate Personal Identifi~tion Number (PIN) accounts. When an inmate
enters the correctional facility, a LazerPhone ", PIN account can be. created either through a
simple PIN Auto Enrollment procedure performed by the inmate or by an authorized person
typing and selecting options at the workstation. When an inmate leaves the facility, his/her PIN
account can be deactivated. Later, if the same inmate re-enters the facility, the account can be
reactivated.
Modify or Suspend an Inmate's Calling Privileges: The assignment of PINs allows call
restrictions to be applied to individual inmates without affecting the call restrictions or privileges
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure fumate Calling System & Related Services
DOC file No, IOOO-Phone2006
September 15,2005

164

of other inmates.

5.5.2

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

GTl Response: GTL will comply. At the system workstation authorized personnel are able to
make additions, changes, or retrieve reports in real-time at the workstation without having to
take the system off line.
~.

5.5.3

--\.'
The Bidder must propose an ICS that provides a Graphigal User Interface (e.g.,
Microsoft WindowsTM) for both system administration and system reporting functions.
The Bidder must provide samples of its User Interface screens with it response.

GTL Response: GTL will comply. Our LazerPhone Inmate Telephone System's controlling
software, through which· all system management and administration is accomplished, is a
Web-based, Microsoft® Windows XP program that runs on a Windows 2000 server platform.
Global Tel*Link provides all of the server and workstation software required to operate, access,
and control the inmate telephone system.

5.5.4

The Bidder must describe, in its response, what system administration functions are
available with the proposed ICS (i.e., new account entry, account/record modification,
account deletion, etc.).

GTL Response: GTL will comply. At the LazerPhone workstation the system administrator or
~t~er authorized ·facility personnel have access to and control over inmate calls. Frequently
used workstation functions include:
• ./o"t'.

Live-Monitor Inmate Calls: At the LazerPhone workstation, authorized users can visually
and/or audibly monitor inmate calls-in-progress.
Block Destination Numbers: At the system workstation, authorized users can block calls
facility wide, or calls by individual inmate PINs, to specific destination numbers.
Assign User Passwords and Authorize LazerPhone Feature Access: At the workstation, an
authorized system administrator is able to assign, update, and change passwords and feature
accessibility for other system users.
.

Program~: Authorized individuals can e n t e r - " t h a t may include
destinatio~bers or inmate PINs. If a call is made using a
he
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure hnnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

165
.• ' 1 '

"<:,-'J

system will automatically dial to up to three preprogrammed numbers to• • •
Generate Investigative and Administrative Reports: Authorized individuals can view, print,
and/or save standard or custom reports as necessary. All reports will be in real time and can
be generated at any time.
Schedule Telephone ON/OFF Periods: LazerPhone's Scheduler feature allows authorized
users to program ON/OFF periods for inmate tel.ephones system wide, or assign special
ON/OFF schedules to individual PINs or telephones.
Set Call Durations: At the workstation, authorized users can limit call durations facility wide,
by inmate PIN, by inmate telephone, or by groups of telephones, such as all phones in a
particular cellblock.
Set PIN Call Velocities: When LazerPhone's PIN system is in use, authorized personnel can
limit the number of calls individual inmates can make during a specified time period.
Shut Down the Inmate Phone System in Emergencies: In addition to
.. ,in an emergen,cy situation, an authorized user may
one nmate Telephone system,
.

Add, Modify, or Deactivate PIN Accounts: Authorized system users are able to create,
modify, or deactivate inmate Personal Identification Number (PIN) accounts. When an inmate
ent~rs the correctional facility, a LazerPhone PIN account can be created either through a
simple PIN Auto Enrollment procedure performed by the inmate or by an authorized person
typing and selecting options at the workstation. When an inmate leaves the facility, his/her PIN
account -can be deactivated. Later, if the same inmate re-enters the facility, the account can be
reactivated.
Modify or Suspend an Inmate's Calling Privileges: The assignment of PINs allows call
restrictions to be applied to individual inmates without affecting the call restrictions or privileges
of other inmates.

PIN Transfer Between DOC Sites

:1';

The DOC makes transfers of inmates between facilities on a daily basis (Monday through Friday).
In addition, unscheduled inmate transfers can occur at any time or on any day. Although the DOC
understands that there will sometimes be unusual circumstances to prevent such, it is important
that the PIN assigned to the transferred inmate be active at the new facility within
after
the physical transfer. The DOC will provide the Contractor with a list of inmates to be transferred
on a daily basis to assist in facilitate this PIN transfer,
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

"." ;,.',
." ,:j.:

166
._

~.;

",:

GTL Response: GTL will comply. LazerPhone has been designed to allow inmates to move
freely between the DOC's LazerPhone facilities with automatic transfer of PIN information. The
first time an inmate attempts to make a call after being transferred to another DOC facility,
GTL's Validation system recognizes it and transfers the inmate PIN information from one
facility to the other. This transfer is accomplished within the GTL's Data Center.
Also, the IMS interface program provided by GTL, for transfer of inmate data from the DOC's
Inmate Management System (IMS) to LazerPhone, will transfer in near real-time any changes
made to individual inmate IMS accounts that are also appropriate to LazerPhone PIN
accounts. Additionally, the interface program provided by GTL will fully update each DOC
facility's PIN database once every twenty-four hours.
LazerPhone's Portable PIN function allows a newly transferred inmate to immediately make
calls from the new facility. When a transfer is made, the LazerPhone system generates an
Inmate Transfer record that shows Inmate PIN, Old Facility, New Facility, who logged the
change (an authorized person at the workstation or automatic detection by the LC!zerPhone
system), and the date and time the transfer was l o g g e d . '
.

The Bidder must agree, in its response, to this

PIN transfer requirement.

GTL Response: GTL will comply. Due to LazerPhone's Portable PIN function, a transferred
inmate's PIN will be recognized at the new facility,
..
.

5.5.6

The Bidder must describe, in its response, how it will perform daily scheduled transfers.
> .~. ~

); r I

GTL Response: GTL will comply. The IMS interface program provided by GTL, for transfer of
inmate data from the DOC's Inmate Management System (IMS) to LazerPhone, will transfer in
near real-time any changes made to individual inmate IMS accounts that are also appropriate
to LazerPhone PIN accounts. Additionally, the interface program provided by GTL will fUlly
update each DOC facility's PIN database once every twenty-four hours.
Even without the specialized IMS interface,. LazerPhone's Portable PIN function would allow
the system to recognize when an inmate has been transferred from one DOC facility to
another.. An inmate transfer record is automatically generated within LazerPhone when an
inmate PIN assigned at one facility is being used to place a call at a different facility.

5.5.7

The Bidder must describe, in its response, how it will perform unscheduled PIN transfers
to ensure that the transferred inmate has access to their attorney through the ICS.

GTL Response: GTL will comply. LazerPhone has been designed to allow inmates to move
freely between the DOC's LazerPhone facilities with automatic transfer of PIN information. The
,
GTL's RespQllSe to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

167

GTL's a I ation system recognizes it and transfers the inmate· PIN information from
facility to the other. This transfer is accomplished within the GTL's Data Center.

Semi-Annual Review
5.5.8

The Contractor must conduct a semi-annual review of the inmate PIN database to
ensure that all DOC staff, volunteers, consultants, etc. telephone numbers are not part of
the system allowable number lists. The DOC will provide a list of appropriate telephone
numbers.

GTL Response: GTL will comply.

5.5.9

The proposed ICS must allow for multiple levels of system access by authorized DOC
personnel (e.g., reports only, call recordings at a specific facility only, etc.). The Bidder
. must describe, in its response, how this is accomplished and any limitations to these
password levels.

GTL Response: GTL will comply. Access to the LazerPhone control program is restricted by
a password protected User Security Profile system that allows for multiple levels of access by
authorized DOC personnel. A User Se.curity profile is associated with each valid password.
Ttie Security··Profile record for each Ose-r~s"p~cifies exactly which LazerPhone functions will be
accessible by that individual. This allows multiple correctional personnel to access only those
functions corresponding to their security levels.

5.6

SYSTEM REpORTING FuNCTION

5.6.1

The proposed ICS must provide a system reporting package accessible by DOC personnel.
This reporting package must allow for the querying of inmate call records and include a
graphical user interface (Gill) for ease ofuse.

GTL Response: GTL will comply.
LazerPhone's Call Search screen at the on-site
workstation offers a wide variety of call record and administrative reports that can be
generated for given time periods. Predefined report queries selected from drop-down menus,
make report generation simple. Easy, point and click Record Filters can be selected to refine
the search for calls that meet specified criteria.
LazerPhone Reports Include (but are not limited to):
GTL's Response to the
Cornmonweaith ofMassachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

168

---------II!.

CALL DETAIL REPORT

+
+ ...
+
+
+
+
+

+------

+
+
+
+
+
+
+
+
+
+

RECORDING PLAYBACK HISTORY REPORT

CALL DOWNLOAD HISTORY REPORT
CUSTOM CALL REPORTS
DEBIT MODE RECONCILIATION REPORT
INMATE TRANSFER REPORT

AUDIT LOG REPORT
OFFICER CHECK-IN REPORT (IF APPLICABLE)
TRUNK ACTIVITY REPORT
CALL TRAFFIC ANALYSIS REPORT
CALL RATE TYPE ANALYSIS REPORT

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, prints the
report from the workstation printer. Up totherrfiRute reports can be generated at any time and
for any time period.
CALL DETAIL REPORTS

Call Detail Reports Include for Each Call Record: Phone Station to, Site 10, Destination
Number, PIN, DatelTime, 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)

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

169

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

Standard Record Filters Include:
Calls by Origination number (inmate phone)
.~

-- - - -

-_.-

C'allsfrom a speciffed~gr6up of phones
Calls by Rate Type (Local, InterLata,et~:)
Calls th.rough a particular trun.~.lin~~::,t',;:~i~
Calls with recorded conversations 't';'" ."" .,
Calls with replayed recordings
Calls with Notes
Calls of a specified duration
Calls by Inmate PIN (if applicable)
.. ~~:"~

"" ...~

Calls with a specified Start or End code

~d c a l l s , >,.,~~{
Incomplete calls

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

170

Incomplete calls that validated
Locked call, records

OVERVIEW OF OTHER STANDARD REPORTS

Frequency Report by Origination Number: This report provides investigative staff with the
frequency of calls placed from a selected inmate station for a selected period of time.
Additionaily, it is used by GTL to determined phone usage and helps to determine if additional
phones are required.
Frequency Report by Destination Number: Designed' for the investigative staff, this report
provides a count of calls placed to a specific destination number over a selected. period of
time. It is also used by GTL to determined potential fraudulent use of the inmate phone
system.
Frequency Report by Trunk 10: Used primarily by GTL Technical Support, bad trunks can be
identified and placed out of service until repaired. It also provides insight into the phone-totrunk usage of a facility allowing GTL to more effectively process inmate traffic.
Frequency Report by PIN: Designed for the investigative staff, this report provides a count of
calls placed by a specific inmate PIN over a designated period of time
Used in conjunction With

PIN Account Creation Report: This report details the creation of new PIN accounts, showing
when and by whom the accounts were created and/or modified.
: Again, designed primarily for the facility's investigative staff, this
report

rimarily for the facility's investigative staff, this report provides

171

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

.1"

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

_.-

Recording Playback History Report: This report is available for all call records within the
specified time period, as well as for individual call records. It identifies each playback by date,
time, and the authorized user who played back the recording.
.;
II. It
Call Download History Report: This report is available only for •
identifies each download by date, time, and the authorized user who downloaded a copy of the
call's data to a disk or CD.
Custom Call Reports: A custom search query in the Search By Custom field on the Call
Search screen's Filters dialog box can generate unusual or specied reports. GTL's Customer
Support personnel will be happy to construct custom queries for special reports, or assist
facility personnel with the construction of custom queries.
Debit Account Reconciliation Report (if applicable): If inmates are permitted to make
. prepaid calls using LazerPhone's integrated Debit Account option, facility personnel may
periodically print reconciliation reports for inmate accounts.
.
Inmate Transfer Report: The Inmate Transfer Report helps the DOC or Sheriff's Office track
inmate transfers. For each transferred inmate the Inmate Transfer Report. shows Inmate PIN,
Old Facility, New Facility, who logged the change (an authorized person or the LazerPhone
system), and the date and time the transfer was logged.
.
An inmate transfer record is automatically generated when an authorized system user
manually updates an inmate's account to a new facility or when LazerPhone recognizes that
an inmate PIN assigned at one facility is being used to place a call at a different facility.
Audit Log Report: LazerPhone's User Log identifies users who access to the system, the time and
qCite of each access, and all actions taken while the user is logged in. The Audit Log Report documents
s~stem access and activities.
:..

,-,.

Officer Check-In Report: LazerPhone permits' offic~r:s to check-in at inmate telephones as
they make rounds throughout the facility. The Officer Check-In report shows the location and
number of the phone used, the officer's ID number, and the date and time of the check-in call.
Trunk Activity Report: provides facility staff and LazerPhone's Technical Support Staff with
utilization of the systems trunks. This report provides vital system resource information that
enables GTL to manl3ge the system to it's potential.
.
.
~;

Call Traffic Analysis Report: This repo'1,.g~()y!g~~ a ,snapshoto,f the calling activities over a
sr:tecified period of time for a facility or all facilities within the system group.
Call Rate Type Analysis Report: This report provides for each rate type (local,intraLATA,
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
September 15, 2005

172

interLATA, etc) the number of calls and the amount of revenue per day for the selected facility
or for all facilities within the system group.
Fraud Attempt Flags and Reports: Three-way call attempts will be flagged on call detail
reports by a RED highlight-. Using the filter options on the LazerPhone. Call Search screen,
facility personnel can request reports listing only 3-way call attempts. LazerPhone also detects
when extra digits are dialed. Such calls display in ORANGE on Call Detail Reports.

5.6.2

The proposed ICS must allow for the generation of reports by DOC facility, a combination
of DOC facilities or all DOC facilities,

GTL Response: GTL will comply.
LazerPhone reports can be generated at the system's
workstation, any time the DOC facility, a combination of DOC facilities or all DOC facilities.
LazerPhone's intuitive, easy to use program makes generating reports extremely easy. Most
a drop-down menu. Even setting filters to
standard reports are simply selected from a list
generate a custom report, is easy in LazerPhone's point-and-click environment. If unusual
reports are needed and facility personnel are unsure how to generate them, Global Tel*Link's
Technical Support personnel will be glad to create custom queries to generate the desired
reports. If there is a need for Global Tel*Lirik to print a report and send it to the DOC, it will be

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

173

/~~.

\~~

shipped by overnight carrier.

5.6.3 The proposed ICS must allow for the generation of reports by DOC personnel based on
their user access level.
GTL Response: GTL will comply. The DOC's LazerPhone Inmate Telephone System is
protected from unauthorized access by secure passwords and inmate call data are secured
against loss or corruption by redundant syst~m components and processes.

Password Protected System Access

Access to the LazerPhone control program is restricted by &in d! d pi uC616d . , 753 '"
jiIIt"'
i I.
A User Login screen that requires a
• :
I ensures that only
authorized personnel are permitted to monitor and control inmate telephone usage.
A UserSecurity Profile is associated with each r I p&SSliSi.The Security Profile record for
each user specifies which LazerPhone functions will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
security levels.
Only a system administrator with
*1 IiJ§Ciii iii
l,ft
' 'I I'

ell
"

!IS;
iSS
3
I SMit) I iblll3S 1 3;

S 2&2Si F l · LI
; I
IT I

Any time a user logs into the system, LazerPhone notes the event and the user's identity in the·
system's electronic Log Book, An Audit Log Report is available to track user access and all
system changes \and activities that take place while users are logged into the LazerPhone
system.
. .
~·t>, ~~;

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

':';'.J.. .":.;

,;..'

174
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------------- ._--------_.-

-:-:~T~::·~·:········

,:~. ::·:::::::I)~jj:ib:····.- ....

:i·,i:.~;!~~;~;*?1~~i·;ihi%i1~:~:#..··:::~;:t~:j?;~;~
;li;i;~;·~E~~?~;~j~;~=. . . jj~j±~j~j~

"fir
:sc

5.6.4

":'::':'6i;;;;;:.i~:4::·::·r::···i~G?.:re·2·;':;'$.'.w:(f:·:·::

::::~):·n.:~v:

:::t

.:.: ?"*'»:';".i~: :.:::

::~7.i~~a:·!$":~::As..~:Cl:·

!.t~ia:Sil":~ft'):j!:4<.(".:l::

..········•···...........•..•...

..•.

~ •.••.••.•::•.t»~~.:.::;;
;i;;r~10£~;'i$.;;{;;;.:"w:;."J~·;;;"W·:·:·············

:1:::

·:·:·:·:::::::;..,:~i.(iig\"ft:k~U'(~~«(~ft,;:)'i:~:f~.~(e-:*o«.i$j(o~;.~:.'-t.l:{:::::'·

n . u•••.••.••.••.••.••.••.••

:- .... '.:.:.: ·~':t:«l(<<....;>i&<:-Y.tjbi!~nt.e.,::~{:f:~il;:~'*t;·j:.;tt1:i;;~'t!.1:f..Yf(!:t.i::: ....
.

The proposed ICS must provide. for custom reports to be developed by the DOC and
provide for the following standard, at a minimum:
•
•
•
•
•
•
•

Chronological List of Calls
Daily Call Volume Summary
Daily Call Volume Detail":':"" Weekly Call Volume Summary
Weekly Call Volume Detail
Inmate Account Summary
Inmate Account Detail

•

FreqlJentl~{ Dialed Numbers

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

175
..

. .;,...~ '.-.

• SpeCific Telephone Number Dialed Usage
• Suspended Inmate Account' "
.;
is:"

•

• ,.1 Ii

•
•
•
•
•

SF'

;

Quantity of Calls per Inmate Account
Quantity of Minutes per Inmate Account
Blocked Telephone Number List
Local Exchange Volume (by Exchange)
Area Code Volume (by Area Code)

GTL Response: GTL will comply.
LazerPhone's Search By Custom report filter allows
custom reports to be generated "as needed" at the system workstation. A custom search query
.in the Search By Custom field on the Call Search screen's Filters dialog box can generate
unusual or special reports. GTL's Customer Support personnel will be happy to construct
custom queries for special reports, or assist facility personnel with the construction of custom
queries.
LazerPhone's Call Search screen at the on-site workstation offers a wide variety of call record
and administrative reports that can be generated for given time periods. Predefined report
queries selected from drop-down menus, make report generation simple. Easy"point and click
Record Filters can be selected to refine the search for calls that meet specified criteria.
LazerPhone Reports Include (but are not limited to):

+ CALL DETAIL REPORT
1""'1'
+ FREQUENCY REPORT (BY ORIGINATION NUMBER)
+ FREQUENCY REPORT (BY DESTINATION NUMBER)
+ FREQUtNCY REPORT (BY TRUNK 10)
+ FREQUENCY REPORT (BY PIN,IF APPLICABLE)
+ r
7,
i I tEl
I
+ PIN ACCOUNT CREATION REPORT
+ n Till
IF
.. ,
+ 7 R
lIi3iJil I
R
ill
+ RECORDING PLAYBACK HISTORY REPORT
+ CALL DOWNLOAD HISTORY REPORT
+ CUSTOM CALL REPORTS
+ DEBIT MODE RECONCILIATION REPORT
+ INMATE TRANSFER REPORT
:'.

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

176

...:

•
•

AUDIT LOG REPORT
OFFICER CHECK-IN REPORT (IF APPLICABLE)

•

TRUNK ACTIVITY REPORT'

•

CALL TRAFFIC ANALYSIS REPORT

•

.'?'~.'

CALL RATE TYPE ANALYSIS REPORT

- , ....

,.~

....

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, prints the
report from the workstation printer. Up to the minute reports can be generated at any time and
for any time period.
.
CALL DETAIL REPORTS

Call Detail Reports Include for Each Call Record: Phone Station ID, Site ID, Destination
Number, PIN, DatelTime, 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

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

177

Standard Record Filters Include:

Calls by Origination nLimber (inmate phone)
. Calls by Destination number
Calls from a specified group of phones
Calls by Rate Type (Local, InterLat~,~tGJ. , . ,
Calls through a particular trunKline~iih~"""'~;'
Calls with recorded conversations . ···~vv·";c
Calls with replayed recordings
Calls with Notes
Calls ofa specified duration
Calls by Inmate PIN (if applicable)
@"
0;; i T !
; I : sa i lELA
Calls wit~ a specified Start or End code.
r
II
Completed calls
Incomplete calls
.. ...
Incomplete calls that validated
Locked call records
~

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

178

5.6.5

The proposed ICS must allow for selected reports to be generated automatically based on
DOC criteria (e.g., time of day, volume of calls, particular inmate, etc.).

GTL Response: GTL will comply.

5.6.6 The proposed ICS must allow for automatic generation of reports by individual DOC
facility or on a system wide basis.
GTL Response: GTL will comply.

5.6.7

The proposed ICS reporting function must allow for the exporting reporting date to
Microsoft Excel® and Microsoft Word® at a minimum.

GTL Response: GTL will comply. At the workstation, call detail records may be saved in
ASKII format or to a comma-delimited text file and copied to a diskette or backed up to a CD
for archiving by the institution. Comma-delimited text files are easily imported into Microsoft
Access or E)\cel. Additionally, throughout the life of the Contract, LazerPhone call records are
always available on-line at the system workstation. After contract expiration, the DOC's call
detail records remain archived on Global Tel*Link's Central Computers for a minimum of seven
(7) years and will be available upon the DOC's request.

5.6.8

The proposed ICS must allow for all reports to be viewed in hard copy format or viewed
"on-line" by a user with the proper access level.

GTL Response: GTL will comply. LazerPhone reports can be viewed on-screen at the
system workstation by an authorized person, and/or can be printed and viewed in hard copy.

5.6.9

The proposed ICS must allow for access by
• • • • •IJI• • • •~he ICS at each of the C facilities for inmate call reports,
iIltnate .call monitoring and mate ~a11 r~cording. The Bidder must describe, in its
r~sponse, how this is accomplished and what security measures are in place during this
access.

GTL Response: GTL will comply. GTL will configure DOC LazerPhone Inmate Telephone
Systems for access b y . - . • • •• • • • •llli• • • • • • • • • • •
•
S
I
I · :0:5
E &LIe to access call detail reports, listen to recorded conversations,
and live monitor inmate calls-in-progress from an authorized computer provided by GTL.

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

179

~I"-"'~

~.~~

Security for LazerPhone System Services: Access to the LazerPhone control program is
51
m. A User Login screen that
restrjcted by a P
requires a 'L
i
cI ensures that only authorized personnel are permitted to
monitor and control inmate telephone usage.
I

;

zlfhe Security Profile record for
A User Security Profile is associated with each' II :
each user specifies which LazerPhone functions will be accessible by that individual. This
allows multiple correctional personnel to access only those functions corresponding to their
security levels.
Only a system administrator with Mi
t
;5
'I

Millb

itd : : 3

SiPIi

I i i

Any time a user logs into the system, LazerPhonenotes the event and the user's identity in the
system's electronic Log Book. An Audit Log Report is available to track user access and all
system changes and activities that take place while users are logged into the LazerPhone
system. _
Security for LazerPhone les LAN and WAN: GTL provides a unique ,
: &1&5
Li dl that
allows the LazerPhone systems at all DOC facilities to be networked together via a secure
closed network. ~
I 'Ttl f f'! ; R'
p!
II) connections are also available for
approved users that have access to the. Internet but are not in LazerPhone's unique • IS
al&9 I $ Authorized remote access to LazerPhone records and controls, whether from
or from a different -DOC facility, is accomplished though this secure
• 3 II 2Q021
network system that is installed, managed, 'monitored, and maintained by GTL. These
interconnecting LAN and WAN networks are unique and proprietary in nature, developed by
GTL exclusively for LazerPhone Inmate Telephone System functionality. GTL n~tworks are
point programsl
protected by both d 7
!

•

I 3
U
I S S &Smus f
2 y. The Bidder must
describe, in its response, how this function is provided and how it operates with the
proposed system.
·"i~: ,';-L.;::

5.6.10 It is desirable that the IeS provide Doe personnel that
•

I§

LazerPhone provides DOC personnel.c_• •_ ._ _

~I!!!=!===::::=;=; simple Cd §j I LI IS MilS
i
F g A
Ii.
5.7

b g.

SYSTEM IMPLEMENTATION AND TRANSITION

The DOC is presently utilizing an IeS provided- by Verizon.· It is therefore of the utmost
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

180

importance that the Bidder address the issue of transition from the existing system to the new ICS
at all DOC locations. The QOC realizes that some "down time" will occur during this transition
but the Bidqer must propose an iI:Q.ple~entationplan that reduces this "down time" and allows for
a smooth progression to the new system.
.
GTL Response: GTL will comply.
GTL's Installation and changeover procedures are
carefully· designed to maximize efficiency of installation and minimize disruption of inmate
telephone service.

Since GTL installs and configures alJ LazerPhone software in advance of bringing down the
current system, and works close[y \iyitlf thE{ local exchange company on scheduling
changeover, "down time" is kept to an absolute minimum. We accomplish changeover on a
one-to-one basis, phone by phone, so the telephone system itself is never completely down.
At the time of changeover, the inmate database for the facility is complete. The database
contains relevant information from the existing service provider, including block list, attorney
list, etc. to ensure that no data will be lost during the cutover process.
.
GTL has provided a preliminary installation plan in Exhibit C. Upon contract award, GTL will
provide the Commonwealth with amore detailed plan that meets the above requirements.

$.7.1

The Bidder is required to provide)he J?,OC a full implementation plan upon award of
. contract for the ICS. The Bidder's .implementation plan must include a detailed
explanation of the following items:
•
•
•
•
•
•
•
•.
•
•
•
•
•

pre-installation procedures for each DOC facility;
pre-installation procedures for the complete system;
network circuits/service coordination requirements;
software programming and preparation;
equipment delivery schedules;·,,;
equipment security procedures;
; A'
equipment/system installation procedures;
inmate telephone installation procedures;
system testing at each DOC facility;
system testing of overall·system connectivity;
training of DOC personnel;
actual system cutover to service
list of DOC responsibilities.L '1" i'
C'~"'"

..;

":;:.:

181

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

GTL Response: GTL will comply.
Upon contract award, GTL will provide a complete
Implementation Plan. Following is an overview.

•

The GTL Implementation Team will be led by a full time Implementation Manager, __
j
1
• is located in I
21 r•.
Bill has over 30 years of experience in
telecommunications, including 23 ye~rs managing operations of inmate phones and systems
with a communications provider and three years with an ITS supplier._has previously
installed and cutover the MA DOC, and has been responsible for the installation of other
DOC's including the state of Maine, New Jersey, and North Carolina. .
All of these projects are similar scope and many are similar in size and all share the same
complexities as the MA DOC program ensuring Massachusetts a seasoned and highly
experienced professional to oversee the successful transition of all facilities to the GTL
solution. His experience and expertise will ensure that the MA DOC implementation will be a
seamless and timely transition to the new system.
The implementation will be accomplished utilizing a highly trained team that will consist of
skilled install technicians, technical support personnel, and a certified LazerPhone trainer.

The activities required to implement the Inmate Telephone Service equipment are listed in the
Site Activities table below. The list includes steps that mayor may not be performed on-site
due to it being completed by GTL's Production Department during the system configuration
and "burn-in" process. Also, the time duration given is a conservative estimate. Actual time
necessary to complete the installation may be less.
INMATE PHONE SYSTEM INSTALLATION - ACTIVITIES

)iiem{::::::::\:::::::::::::::::P!:!.-$;PQPtlpri:::\:::::<:_
1
-2

Site implementation meeting

1 -

System location requirements set

Call processing 8< recording equipmenlmanufactured

Site survey completed

Site name branded call announcement recording developed

Cable installations scheduled

Employee security check

Establish conversion plan

Begin cabling and inmate telephone installation

Test existing or oversee new TELCO installation

Equipment delivered to the site

Installation of LazerPhone equipment __ -~- -,

Software installed and system programmed

System testing and certification completed

GTL's Response to theCommonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. lOOO-Phone2006
Septemberl5,2005

1
p'

182

G=m;••. . .
15
16
.,j-:..

..'

System cutover and removal off existing equipment
Train facility staff and System Administrators

17 Final acceptance,..
..."L.'"'I'i,~"","",". _....u.-_ _-.;.._~

1
1

__.,...--------II.------....I
30 - 41

.The following numbered paragraphs provide a detailed description of the tasks listed in the
table above.
,.., .;.,1'
1, Site Implementation meeting with facility staff: Global Tel*Link's Project Manager and
installation team will meet with facility staff to review installation activities required, the floor
space, environmental, power, grounding connection and cabling requirements for the ITS
on-site equipment and facility staff escort resource requirements and availability.
2. System location requirements set: This addresses the verification of where the facility ITS
interface closet is to be located and the location of where the user workstation(s) are to be
installed. In addition, Global Tel*Link will address with facility staff the accessibility
requirements of Global Tel*Link's support and maintenance staff to the equipment in order
to perform system maintenance activities during the term of the contract as well as initial
installation, testing and system certification activities.
3. Call processing and recording equipment manufactured: The normal interval is 30
days.
·:..... dpL ..'H
4. Site surveys completed: The site survey allows the Global Tel*Link implementation team
to assess the specific needs of the installation. This may include additional cabling and
other site preparations.
5. Site name branded call announcement recording developed: This refers to the
recorded message heard by the called party which identifies that the call is originating from
the DOC Correctional facility and the facility. name that is to be used.
:~i.?ff~?~

;: ..

6. Cable installations scheduled: As required and identified during the site survey, Global
Tel*Link will schedule with faCility staff to perform the installation of the telephone and ITS
cabling and cabling cross-connects within the facility from the inmate call processor to the
inmate phones and to local dial-up system access circuits.
7. Employee security check: Global Tel*Link will supply the required personal information
for each company employee or subcontractor employee for the DOC's background security
,i.;
checks prior to granting facility access.IiC:S ,jUi II' , r
i

8. Establish conversion plan: Global Tel*Link and DOC representative(s) will establish a
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

183

plan to ensure that conversion to the new service goes smoothly and without interruption of
service.
9. Begin cabling and inmate telephone installation: Global Tel*Link's installation team will
perform pre-installation cabling and related activities to prep the site for the delivery and
installation of the ITS equipment. During this time Global Tel*Link will test, verify standards
quality and label the existing and Department owned inmate telephone cabling that it will
be re-using as well as and new cabling that is installed to support the proposed system.
10. Test existing or oversee new TELCO installation: This is part of site preparation to
. assure that the installation and testing of the access circuits goes smoothly.

11. Equipment delivered to the site: The proposed equipment will be delivered to the facility
installation site by Global Tel*Link and its staff.
. 12. Installation begins: Installation aCtivities begin of the proposed inmate call
control/recording/monitoring equipment, workstations, computers, other equipment and any
remaining cabling necessary.
13. Software installed and system programmed: This includes installation of the LazerPhone
system station and trunk line cards and programming of the system.
14. System Testing and certification completed: This refers to Global Tel*Link's.installation
team successfully completing a full system test and. certification process of the centralized
LazerPhone system including, but not limited to placing various test calls to insure that all
system features, system functionality, call control requirements and restrictions are
operating and performing correct.ly prior to system cut-over.
15. System Cutover: Inmate telephones are .cutover to new ITS equipment and additional test
calls. placed from each physical inmate telephone to assure that each of them as well as an
additional system check to ensure that each are functioning and operating correctly. After
these test are completed, the removal of the existing ITS will be accomplished. This should
reduce down time at each site to a minimum.
16. Train facility staff and System Administrators: Facility staff and System Administrators
will be trained to operate the system and PElrform activities meeting the particular needs of
..
correctional facility personnel.
. .~... '-',' ...;.
"

17. Final acceptance: Installation is complete.

5.7.2

The Bidder must work with the DOC to determine the exact times when Inmate

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

184

·: .• 1 ·

1!~'

Telephone Equipment can be replaced to reduce "down time".
GTL Response: GTL will comply.
5.7.3

The Bidder is required to conduct a site visit to each DOC facility prior to installation of
the ICS there in order to become familiar with the physical location of the ICS and the
inmate telephones as well as to be completely familiar with the installation requirements
of each particular facility.

GTL Response: GTL will comply.

As part of its implementation plan, GTL will conduct site·
surveys prior to installation to become familiar with the installation requirements of each facility.

5.7.4

The Contractor shall coordinate the removal of the
2
.•
in all
DOC facilities. The Contractor is required to meet with the DOC so that the existing
telephones may be used during the transition to the new inmate telephones provided
under this contract.

GTLResponse: GTL will comply.
all DOC facilities.

5.7.5

GTL will coordinate the removal of

.ali·.·.·"3• •- - in

The Bidder is allowed to re-use existing station cabling installed at each DOC facility for
the inmate telephones once it has "tone and tested" each cable run to ensure that the
station cable is capable of supporting the. 1
2
J

•

In cases where the existing cable is re":used, the Bidder will re-terminate and label the
station cabling at the cross conne~t (~intermediate. distribution frames) to ensure
.that all cabling is identified correctly and terminated in such a way to simplify future
maintenance.
In cases where existing station cabling cannot be used, the Bidder will install new station
cabling (Category 5e minimum) at no cost to the DOC. Any new cabling must include
required wall plate, cross connection, patch cords,etc. as required by the Bidder and the
DOC to ensure proper operation of the ininate telephones.
.(." i:<.',,,

GTL Response: GTL will comply.
5.7.6

Although the DOC does not anticipate that such work will be required, the Bidder must
agree in its response to obtain DOC permission in writing before proceeding with any

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

185

,:,,:'t:

· . _ -.. _-~--

work that requires cutting into or through girders, beams, concrete or tile floors,
partitions or ceilings, or any work that may impair fireproofing or moisture proofing, or
-potentially cause any structural damage:
GTL Response: GTL will comply. GTL will obtain written permission from the DOC for any
work that requires cutting into or through girders, beams, concrete or tile floors, partitions or
ceilings, or any work that may impair fireproofing or moisture proofing, or potentially cause any
structural damage.

5.7.7

The Bidder will be responsible for all programming of the ICS including the generation
. and creation of the system database(s) required to provide a fully operational ICS.
' • .,;

.•:-- :.).,.-

GTL Response: GTL will comply. GTL will be responsible for all programming of the ICS.

5.7.8

The Bidder must transfer the current ICS database information including inmate profiles
(PINs) and call recordsto the new system. The Bidder must state, in its response, how
this will be accomplished and what is required of the DOC to facilitate this transfer of
information.
''t"
~
,_,,, . , . ,

GTL Response: GTL will comply. The normal process to get inmate profiles (PINs) and other
database and system configuration information (Authorized Attorney list, Allow lists, Block list,
etc.) is for the DOC facility to make a request to the current vendor for an electronic copy of
the information.
GLT will transfer existing data provided by the' current vendor to the appropriate LazerPhone
databases.
.
.
,',,',' --001'''1(' ,"" .

.,.'"

Due to potential differences in information .and data structures of proprietary ICS systems, GTL
does not transfer existing call records from the previous system to the LazerPh6ne Inmate
Telephone System's call record database.

5.7.9

The Bidder must clean. up and remove any and all debris and packaging material
resulting from its work at the DOC facility on a daily basis.

GTL Response: GTL will comply.
worksite.

5.7.10

GTL will'Be responsible for removing all debris from the

Upon completion of installation, the Bidder must leave the DOC facility clean, orderly
and ready for immediate use.

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

186

GTL Response: GTL will comply. GTL will leave all facilities clean and orderly.

5.7.11

The Bidder shall be completely responsible for replacing, restoring or bringing to former
condition any damage caused by the Bidder's installation personnel to floors, ceilings,
walls, furniture, grounds, pavement, etc. Any damage or disfigurements shall be restored
to its former condition by the Bidder at no cost to the DOC.

GTL Response: GTL will comply. GTL will be responsible for any damage caused by GTL or
its subcontractors during installation of the inmate calling system.

5.7.12

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

GTL Response: GTL will comply. GTL will comply with all local, state and federal regulations
relating to inmate telephone services. GTL will obtain all the required licenses and permits.
. ~ l i.

•- ....... . "',;

•

5.7.13 "The Bidder is required to adhere to all prevailing wage rate specifications and schedules
as determined by the Commissioner. of the Commonwealth of Massachusetts
Department of Labor and Workforce Development, Division ofOccupationai Safety and
the United States Department of Labor when required.
GTL Respons"e: GTL will comply. GTL will adhere to the prevailing wage rate schedules of
the Commonwealth of Massachusetts.Department of Labor and Workforce Development.

Implementation Team
5.7.14

The Bidder must provide a Project Manager for the implementation of the proposed ICS
for the DOC. The Project Manager must serve as the Single Point of Contact (SPOC)
for the DOC during the initial ICS implementation period regardless of the length ofthis

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

.; ,; .

187

,",:

implementation period. The Project Manager must be available to the DOC via
telephone, cellular telephone, and e-mailat a minimum during the course of this project.
The Project Manager for the implementation of the ICS must have experience with the
implementation of an ICS on a scale equal to the DOC. The Project Manager for the
implementation of the network services must not be the Account Manager required in
Section 4.1.
The Bidder must provide, in its response, the name of the Implementation Project
Manager to serve the DOC during the implementation of the ICS. A professional resume
detailing this Project Manager's qualifications and experience on projects of similar size
and complexity as theDOC project must be provided as an attachment to·the Bidder's
response.
GTL Response: GTL will comply. James Beamer, Sales Acc~unt Manager, will interface with
the DOC for all matters covered by the contract that results from this proposal. GTL's Project
Manager for this account will be Bill Reynolds.
Bill has over 30
years of. experience in telecommunications, incluqjng 2.3 years managing operations of inmate
phones and systems with a communications provider and three .years with an ITS supplier. Bill
has previously installed" and cutover the MA DOC, and has been responsible for the "installation
of other DOC's including the state of Maine, New Jersey, and North Carolina.
GTL's internal account team for the DOC's Project will consist of the following people. "

Tom Sweeney

Tim Miller

Executive Vice President of Sales
& Marketing
Area Sales Director

--~

Jim Beamer

Sales Account Manager

---:"

Bill Reynolds

Project Manager
Q

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

gy lZt

Phoni€e~::===~:-.;-l

"Cell: ..

Phone:
Cell~
Fax:
Phone:
Phone:
Cell:
Fax:
Phone:
Cell:
Fax:

188

Danny Cravey

Installation Manager.
• T'Qi i
t

Tom Hearn

Vice President of Customer
Service

Laura Florey

Technical Support Manager

I~'

' .• _._

'51
Adrian Holifield

Client Systems Trainer
I

Ricardo
Cumberbatch

Hi Z¢' 7 pt

MBE- Publicall
Telecommunications Inc.
ricardo cumberbatch@yahoo.com
MBE - Publicall
Telecommunications Inc.

John Canny

.....

Phone:
cell:.
Fax:
Phone:
Cell:
Fax:
Phone:
Cell:
Fax:
Phone:
Cell: £
Fax:
Phone:

'.-

Phone:
..

.;,'

Massachusetts
To be provided on contractaward.
DOC Specific Local,
Technician

5.7.15

Phone:
Cell:
Fax:

The Bidder must provide, in its response, the names of the implementation project team
.members, their location, arid qualifications statements for each member assigned to the
implementation of the ICS at the DOC.

GTL Response: GTL will comply. Key Project Personnel List
For MA DOC Project
GTL's internal account team for the DOC's Project will consist of the following people.'

1--'"

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

~ ..; .: (

189

Tom Sweeney
Executive VP of
Sales & 'Marketing

I:ft

I,"

LSd 1. 2 1112g

g ;.

Tom Sweeney is responsible for providing executive leadership and
~onsorship for the Commonwealth of Massachusetts and this project.
Tom has over 25 years of experience specifically hi the inmate market,
including 10 years of experience with communications providers and 7
years as Executive Vice President of Operations with an exclusive
Inmate Telephone System (ITS) provider. : Tom has managed the
implementation and transition of over 500 inmate facilities nationwide,
including systems for the Department of Corrections in West Virginia,
,Mississip~i, and Nebraska.
Over 23 years of experience with AT&T and the sales, management,
and support of Operator Services, public payphone services, and
solutions for the corrections market. Tim has ·over 22 years experience
working directly with public payphone and inmate solutions.

Tim Miller
Area Sales
Director

Located in

IS'
Jim Beamer
Sales Account
Manager

L~ated'

R? stir,

Bill Reynolds
Project Manager

1& ; ; i&
."

Jim' Beamer has been Global Tel*Link's Northeast regional Sales
Manager since October 2004. Prior to becoming the Regional Sales
Manager Mr. Beamer was a private contractor providing technical
support to Global Tel*Link for almost 2 years. He has been working in
the computer and telecommunications industry for over 15 years. Jim
brings a high level 'of project management, technical knowledge, and
network design to the project. '.' He is responsible for the "front-line"
interface with customers, overall account management making customer
satisfaction a priority.
Bill Reynolds, the Project/Implementation Manager, has over 30 years of
experience in telecommunications, including 23 years managing
operations of inmate phones and systems with a communications
provider and three years with an ITS supplier.

dI'!'

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

~.,

'.",: .1 ,.

190

Danny Cravey·
Installation
Manager
Located • " ;

'Ii.

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

Tom Hearn
Vice President of
Customer Service
Located _

Me,

Laura Florey
Technical Support
Manager/Quality
Control-Manager

Located.

i1S,

After college graduation, Mr. Hearn served our nation for 5 years in the
nuclear-powered submarines division of the U.S. Navy, and held the
rank of· Lieutenant Commander in the Naval Reserves. Before joining
Global Tel*Link, he worked for 10 years in the commercial nuclear field
in engineering, testing and management. Since arriving at GTL in 1990,
Mr. Hearn has managed teams in the design of software and hardware
products, including inmate telephone systems, public cellular payphones
and line powered coin phone products. Mr. Hearn has also directed
product development and engineering management, He served as Vice·
President of Sales and Marketing for 5 years and was instrumental in
forging the SBC business relationship. With an extensive staff of
Customer Service Representatives, Mr. Hearn is now responsible for all
Customer Service activities.
.Laura Florey joined Global Tel*Link's Technical Support Team in 1999
and served two years ·l:iS a Technical Support Team Leader, before
becoming the comRaQl~t.Qua!'ty Coordinator in 2001. In 2004, she
accepted the Technical Support. Management position. At the time of
contract award, Ms. Florey will assign and oversee a Technical Support
Team Leader and a DOC Dedicated Technician that will be ·personally
responsible for ensuring that all questions and issues related to the
Inmate Telephone System are answered or resolved satisfactorily in a
timely manner, With her· extensive LazerPhone experience, Laura
Florey is well qualified to oversee· the on-going support of the
Massachusetts DOC's system.
.

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. IOOO-Phone2006
Sepkmber15,2005

. 'il f 1 (:'~dd'-"!f'!.

~:;.

; i

191

Adrian Holifield
Client Systems
Trainer "I

Located In

M hi\i

Ricardo
-'Cumberbatch

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

Mr. Cumberbatch is the President/Founder of Publical
Telecommunications, Inc. Publicall will provide the Site
administrators/technicians

Publicall
Telecommunications
Inc. Located in

C2T2

;

!It
Mr. Canny has the overall responsibility for account management for
Publicall Telecommunlcafions, Inc.
.

John Canny
Publicall
Telecommunications
Inc. Located in
,...

I\LJ.

Local Area
Technician! Site
Administrators

5.7.16

Upon contract award GTL will finalize and provide to the DOC the list of
employees and subcontractors (if any) that will provide local
maintenance and repair service for this contract.

The Bidder must warrant in its response that all installation personnel who will
implement the proposed ICS have been fully trained and certified by the manufacturer as
qualified to install and service the proposed ICS. The Bidder must provide proof of
manufacturer certification for its impleplentation team members as an attachment to its
"respgnse

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

192

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

5.7.17

All personnel assigned to the Bidder's implementation team who will work on-site at the
DOC facility at any time must comply with all DOC requirements for facility access
including tool control, background checks and dress code. (See Section 4.3 and Section
4.4).

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

5.7.18

When individual p~rsonnel changes within the implementation team are necessary, the
Bidder must provide personnel replacements whose experience and expertise is equal or
superior to the personnel member being replaced.

GTL Response: GTL will comply.
.',

5.7.19

'~}

,'". f.' .• , '.

. .

All personnel replacements to the implementation team must be completely familiar with
the Bidder's IeS offering to the DOC as well as the requirements of this RFR as they
pertain to the implementation of the IeS as the DOC.

GTL Response: GTL will comply.

5.7.20

The Bidder must describe, in its response, how it will transition implementation team
members when necessary, This transition must include a transfer of specific DOC
.information and knowledge as well as Bidder specific information/services offered to the
DOC.

GTL Response:· GTL will comply. GTL maintains a centralized database containing all
pertinent information about configuration, account information and special configurations of
stations, inmate accounts or institutions. The database will contain a comprehensive history of
the DOC from the time of installation, through any expansions or upgrades. This information is
available online through the network corine¢tions .across Massachusetts. Should it become
necessa·ry to transition team members, the new team members will have access to this library
GTL'sResponsetothe
Commonwealth ofMassachusetfs DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

193

of information as well as GTL's Technical Support, Project Management and Support Staff.
These resources will ensure a smooth transition with no disruption to the day to day activities
of the institution or DOC as a whole.

5.7.21

The Bidder must state the implementation requirements and responsibilities of DOC
.personnel at each DOC facility. These requirements and responsibilities must be kept to
a minimum. The Bidder is responsible for performing all installation tasks to provide a
fully functional ICS at each DOC facility.

GTL Response: GTL will comply. GTL will not require any involvement of DOC personnel
other than approval of our installation plan, allowing our technicians physical access to the
Facility, and final approval and sign off of the LazerPhone System. GTL does require
however, a person for the DOC that can make day-to-day decisions during the implementation
phase an for the duration of the contract.

System Testing
5.7.22

The Bidder must· describe, in its response, how it performs standard system testing to
ensure that the proposed ICS and its netWork services are fully implemented and ready
to accept inmate traffic and DOC use~ This description must include the Bidder and
industry standard methodologies, procedures and protocols consistent with the ICS
·,i\··-,'
' : " ;,,:,
. proposed for the DOC. The Bidder' must' describe what is required of DOC personnel
.during this system testing. All hardware, software, software licensing, etc. required to
perform this testing must be provided to the DOC at no cost.
.
.. ,

: ' l .... lj,_.in

GTL Response: GTL will comply. GTL's comprehensive functional test plan is provided in the
detailed checklists and procedures used by installers to test and ensure the quality of the
LazerPhone installation. Please see LazerPhone Installation Checklists in this proposal in
Exhibit C.

5.7.23

The Bidder is required to provide system testing which simulates normal operating
conditions of the installed ICS to ensure proper performance after hardware and
software configuration is complete. This simulation must include full trafficload
representing high traffic situations for inmate calling traffic.

GTL Response: GTL will cqmply.
of installation.

•

GTL has several processes to test and ensure the quality

Before the system is shipped, it is taken through an intensive "burn in

pro~ess"

which
194

GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. IOOO-Phone2006
Septernber15,2005
.'t.,.

-.'.-

•

includes hammering the system with phone calls for a forty-eight hour period to
simulate a high traffic situa~ions.
During the installation process, several checklists are provided for the field technician
and the remote technical support representative to verify all software and hardware is
functioning properly.
Once the field technician and the technical support representative have completed all
checklists, the customer makes the finally decision that they are satisfied with the
installation.
During the first ninety days of the system's life, the installation manager performs an
extensive daily analysis to ensure that all systems are continuing to function properly.

After the ninety-day period is complete, the system is moved to maintenance mode where all
software modules are continually monitored for failures. On a daily basis call traffic is reviewed
and there are weekly and monthly reviews of all tickets and failures.

.
5.7.24

The Bidder must agree, in its response, to the DOC's right to require the replacement of
any network service or system component whose failure to meet required performance
levels during testing has risen to chronic problem level.

GTL Response: GTL agrees.

System Acceptance.
5.7.25

The DOC defines system acceptance as the "problem free' operation of the ICS and its
network of services for a period of 30 consecutive days.commencing with the actual
completion ofICS installation and testing.
Should the proposed ICSoperate "problem free" during the initial 30 day acceptance
period, the Bidder may consider the,ICS- ...
installation as . . .
complete at that DOC facility
•
".-.
rt
. and commence with post installation maintenance and support.
",~,

Should the ICS fail to operate "problem free" during the 30 day acceptance period, the
Bidder shall correct the problem at no cost to the DOC an.d the 30 day acceptance
period will begin again.. The Bidder is required to provide all materials and labor to
ensure that the installed ICS is performing according to manufacturer specifications and
the requirements of this RFR Failure of the Bidder to .have the installed ICS installation
"accepted" by the DOC within 60 days ,of the installation date will result in the
. replacement of the ICS in its entirety at that specific DOC facility.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
. DOC file No. 1000-Phone2006
September 15, 2005

195

GTL Response: GTL agrees.

5.7.26

The Bidder must agree, in its response, to negotiate the definition of "problem free"
operation with the DOC prior to system contract. However, for the purposes of this
RFR, "problem free" operation during the initial 30 day period is defined as the
following:
•
•
•
•
•
•

Failure of no more than two percent (2%) of the telephone instruments;
Failure of no more than ten percent (10%) of analog network services'
Failure of no more than one (1) digital trunk (TI, ISDN PRI);
Operation of the system security features including PINs, etc.
Operation of the system software without major conflicts or feature failure;
Non- failure ofany Central Processing Unit (CPU).

GTL Response: GTL will comply.

System Documentation
5.7.27

At the completion of the project, the Bidder must provide a complete set of system
reference manuals which must include information specific to the installation at each
DOC facility.

GTL Response: GTL will comply. GTL will provide system reference manuals.

5.7.28

The Bidder shall supply all necessary documentation to DOC personnel with regard to
maintenance contact numbers, maintenance reporting procedures, maintenance
escalation procedures, etc.
,eli

j..:r('<..',;,

i,;i'

GTL Response: GTL will comply. Upon contract award the DOC will receive an GTL's full
Implementation and Service Plans, including all necessary documentation with. regard to
maintenance contact number, maintenance reporting procedures, maintenance escalation
procedures, and much more.

5.7.29

The Bidder must provide programming manuals that are specific to each DOC facility.

GTL Response: GTL will comply.

5.7.30

The Bidder must provide DOC facility specific "checklists" allowing trained DOC

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

196

persoimel to become acquainted with the specific programming of the ICS installed at
that particular DOC facility.
GTL Response: GTL will comply.

5.7.31

The Bidder must provide written procedures at each DOC facility that instruct DOC
personnel on how to report system troubles, escalate system troubles within the Bidder's
organization, contract Bidder personnel during weekend shifts, etc. The Bidder must
update such written procedures on a quarterly basis during the term of this contract.

GTL Response: GTL will comply. DOC facHities will receive the required written procedures.
GTL will update the DOC's documentation as needed throughout the term of the contract.
5.8

TRAINING REQUIREMENTS

It is instrumental to the success of the installation of tp.e ICS that DOC personnel be trained in
various aspects of the system operation. Therefore, the Bidder must provide an complete training
schedule based on the following requirements. .
GTL Response:GTL will comply.

;' ;,.;

'.ii·.

Facility Personnel Training
Global Tel*Link provides factory certified trainers to teach correctional personnel how to use
the LazerPhone Inmate Telephone System control program.
TRAINING TOPICS
Basic Features: Topics include phone settings, system settings, PIN administration, blocking
features, on/off phone settings, system shutdown,and restoration procedures. This portion of
the training will ensure that the trainees have a fundamental understanding of the operation of
the system, including how to access and exit the system, verify inmate accounts/PINs, verify
telephone numbers on an inmate's allowed call list, set calling parameters and restrictions,
identify problems, and telephone shutoff procedures. This component also describes how the
inmates will be instructed, via automated system prompts and announcements, how to use the
system to make calls.
i '·wn::!'Jrt',
.i
, ~';i".
Call Detail Reporting Features: Topics include the call detail report, which is the default
report type most freguently used. Within the call detail report, users will learn how to
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

197

retrieve detailed call information regarding both complete calls· with recordings and incomplete
call attempts. Additionally, within this report, users wi/I learn how to use filters to locate calls by
destination number, inmate, date and time of the call, and length of call.
.Other report types covered in Call Detail Reporting Features include frequency reports by
origination, destination, trunk, and PIN,·
by PIN, ~ lists by
destination, call traffic analysis, origination number, three-way call attempt ~Audit Log
reports for tracking and reporting who logs into the LazerPhone system and events that occur
while an individual is logged-in, Audit Log reports of Officer Check-ins, and inmate transfers.
Recording and Monitoring: Topics include investigative information gathering from the
LazerPhone data and live monitoring features.. During this segment of training attendees will
learn how to retrieve recordings, copy call recordings to CD or hard' disk, monitor calls in realtime from the workstation, and
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-use of the call recorder, call
monitoring capability, establishing a
telephone number database, visual
system alarm,
and the interpretation of
investigative re orts. Investi ation coverage also will describe facility-based investigations as
well as
System· Overview and Technical Support: Topics 'include a complete description of the
system and how the system is configured. A discussion of the technical support procedures for
the LazerPhone, including after-hours outage reporting, remote upgrading, software
manipulation, service, and maintenance. This component also will describe the problem
reporting and resolution path, and access to the Help Desk.
Online Help: Attendees receive a complete demonstration of the. online help, which is
available on the main menu of LazerPhone.
The LaterPhone certified trainers answer questions that facility personnel may have and
perform demonstrations - either individually or in scheduled group training sessions..
TRAINING AIDS

Training aids that our Technicians utilize in the instructional meetings include: LazerPhone User Manual, live
system demonstrations, hands-on practice, and the use of LazerPhone's on-line Help menu.

TRAINING OUTLINE
1. BASIC FEATURES (approximately 2 hours)
1.1.
Phone setting
198

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

~~-'-'-------

1.2.
1.3.
1.4.
1.5.
1.6.
1.7.

_.,._-

System setting
PIN administration
Blocking features
On/off phone settings
System shutdown
Restoration procedures

2. CALL DETAIL REPORTING FEATURES (approximately 2 hours)
2.1.
Call detail report
2.1.1. Call' Filters
2.1.2. Completed Calls
2.1,3. Incqmplete Calls
2.2.
Audit log report
2.3.
Frequency report by destination ..
2.4.
Frequency report by origination
2.5.
Frequency report by PIN
2.6.
Frequency report by truck2.7.
Call Traffic Analysis
2.8.
Inmate transfers
c,

3. RECORDING AND MONITORING (approximately 2 hours)
~.1.
Retrieve recordings
3.2.
Copy recordings
3.3.
Call monitoring
3.3.1. Monitoring from the workstation
3.3.2.
3.4.
3.5.
3.6.
3.7.
Investigative reports
3.8.
3.9.
Facility wide investigations
3.10.
4. SYSTEM OVERVIEW AND TECHNICAL SUPPORT (approximately 2 hours)
4: 1.
Inmate phone system overview
4.2.
System specifications
4.3.
Technical support procedures
4.4.
Reporting problems
4.5.
Software maintenance
4.6.
Software upgrades
GTL's Response to the
Conunonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

199

FOLLOW UP AND ONGOING TRAINING
Following the instructional sessions, facility personnel may contact their 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.
~ On-Line Training:
By using a telephone line, a speakerphone and PC Anywhere, Global Tel*Link's technical
support staff can offer live on-line training on the inmate telephone system. This training will
be available to all facility personnel at all times.
.
~

Toll Free Support:
Facility personnel may contact our Technical Support department with any questions regarding
the system via our toll free number. Our Technical Support staff is extremely knowledgeable in
all features, functions and activities associated with LazerPhone. Global Tel*Link's staff will be
happy to answer any questions personnel.might have about the product at any time.
~ User Guide:
-.'
.
Following user training session, each attendee will receive a LazerPhone User Guide. This
guide is a step-by-step reference for system set up, call management, monitoring and
recording, call detail reporting, and technical support procedures. Also included in this
publication is a list of common computer telephony terminology, Global Tel*Link's credit policy,
and a list of codes found in the LazerPhone call report screens.

On-Line Manual:
The LazerPhone systerri provides a Manual button on our system main menu for quick access
to on-screen instructions for almost all administrative and investigative tasks.
INMATE TRAINING
Formal inmate 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 inmate throu h each step of making a call. However,

e.
5.8.1

The Bidder must provide a11~raining to the DOC at no cost.
,
.

GTL Response: GTL will comply. GTLwili'pro!vlde system training at.no cost to the DOC.

5.8.2

The Bidder must provide all

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

;raining on site at the various DOC facilities.
200

GTL Response: GTL will comply.

5.8.3

The Bidder must provide training for various levels of DOC personnel including full~
time system administrators, part;.,time system administrators, special investigators, and
data entry specialists, etc.

GTL Response: GTL will comply.

5.8.4

GTL

5.8.5

The Bidder must provide full training for all assigned system users on how to create,.
delete and modify inmate programming and profIles.
Respon~e:

GTL will comply.

The Bidder must provide full training for all· assigned system users on how to generate
appropriate system reports.

GTL Response: GTL will comply.

5.8.6

The Bidder must provide full training for all assigned system users on how to maintain
.inmate' ,
-and respond accordingly when these •
'are exceeded.

GTL Response: GTL will comply.

5.8.7

The Bidder must provide full training on all components of the Secure Inmate Calling
System.

GTL Response: GTL will comply.

5.8.8
~:\

The Bidder must provide full training on the provided call re~ording function including
the
of inmate calls, playback of archived calls 'and the transfer of calls to
other media for playbac11 1 10_ .' g.

GTL Response: GTL will comply. GTL provides full training on all aspects of recording and
, playback of archived calls and the transfer of calls to CDs for playback

5.8.9

The Bidder shall provide full training for all assigned DOC system users ·on how to

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

201

change inmate restriction levels (by telephone, suspend PIN, etc.).
GIL Response.: GTL will comply. GTL provides full training on all aspects of how to set and
change calling restrictions for all or selected inmates.

5.8.10

The Bidder must provide full training for all assigned system users on how to initiate
system restrictions including the shutting down of individual inmate telephones, groups
of inmate telephones or the entire facilities systems.

GTL Response: GTL will comply. GTL provides full training on all aspects of initiating system
restrictions, including shutting down inmate telephones throughout the entire facility or selected
groups or individual inmate phones.

5.8.11 .The Bidder must provide ongoing system training for existing DOC personnel when
required by the DOC at no cost.
GTL Response: GTL will comply.

5.8.12

The Bidder must provide additional traillingfor
the DOC at no cost.

new rioc personnel when required by.

GTL Response: GTL will comply.

5.8.13

The Bidder must describe, in its response, any advanced system training that may be
available to DOC personnel whether provided on-site at the DOC facility or off-site at
the Bidder's training facilities.

GTL Response: GTL will comply.
GTLroutinely provides training for facility personnel
shortly after system installation and can provide advanced or specialized LazerPhone training
for investigators or facility personnel who need it. Training is usually done at the facility. We
are pleased to work with the DOC to define' and provide the kind of training that most benefits
the DOC. Training is provided at no cost to the DOC.

5.8.14

The Bidder must in its proposal include the name, title and qualifications of the Bidder
staff member who will have the overall responsibility for training.

GTL Response: GTL will comply.
Adrian Holifield will have the overall responsibility for the
training of DOC personnel. Mr. Holifield has been with Global Tel*Link since October of 1999.
He has more than 6 years experience .in Training and Adult Education. Mr. Holifield serves as
a 'Systems Trainer and is responsible for coordinating and execyting all formalized
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2p06
September 15,2005
.

202

. Q m; .
onsite training.. Mr. Holifield is also responsible for the design and development of the training
program, which includes training curriculum, goals, and material.

5.8.15

The proposed ICS must provide. for integrated help function for system operation,
administration, reporting and management functions.

GTL Response: GTL will comply.
Our LazerPhone system has an integrated, on-line Help
. System that provides clear instructions for system operation, administration, reporting and
management functions.

5.8.16

The Bidder must provide a "live" Help Desk support function to DOC at no cost to the
DOC during the term of this contract. This Help Desk function must be capable of
.providing support via telephone to the DOC ICS personnel for the functions of the ICS.
This Help Desk function must be available Monday through Friday, 8:00 am t06:00 pm
Eastern Time.

GTL Response: GTL will comply.
GTL's toll-free "live" Help Desk for Technical Support
number
is answered 24 hours a daY,365 days a year. This number is
answered from 6:00 AM until 10:30 PM, CST,·? days a week by personnel in our Technical
Support Center. At all other times, calls from facilities are immediately forwarded by a live
operator to the on-call Technical Support En:gineer. We currently·employ 34 full-time technical
.. ,
.
support personnel.

Initially, Technical Support Engineers attempt to resolve trouble reports via remote access.
Should an on-site technician be required to resolve the problem, the facility's dedicated
Technical Support Engineer will dispatch Massachusetts DOC Specific Local Technician.

5.8.17

The "live" Help Desk support function provided by the Contractor must be located
within the continental United States.

GTL Response: GTL will comply.
headquarters in Mobile, Alabama.
5~9

5.9.1

Our

toll-free "live" Help Desk is located at GTL

EQUIPMENT/SYSTEM MAINTENANCE

The Bidder must provide an ICS at all required DOC facilities that is fully functional in
.regards to all labor, materials,progra.tn111iilg, system hardware and software.

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

203

5.9.2

The Bidder must warrant that the rcs installed for the DOC facilities shall be free of
defects; irregularities, unprofessional installation, code violations and shall operate as
designed and proposed. Should the system not operate as designed and proposed or
violate any local, state or federal code, the Bidder shall immediately correct the defect or
irregularity or bring the system within code and performance specifications at no cost to
the DOC.
.

GTL Response: GTL agrees.

5.9.3

The Bidder must provide all post installation system programming and maintenance
services at no cost to the DOC.

GTL Response: GTL will comply.
GTL's proposal is for a no cost turnkey soll;.ltion.. GTL
will provide all post installation system programming and maintenance services at no cost to
the DOC.

5.9.4

The Bidder must agree in its respon~e tQ,l:!-t maint~p.ance service is available on its
seven days per week, twenty-four (24) hours a day

rcs

GTL Re~grees.
Understood and agreed. GTL's toll-free Technical Support
number . . - . . . is answered 24 hours a day, 365 days a year. This. number is
answered from 6:00 AM until 10:30 PM, CST, 7 days a week by personnel in our Technical
. Support Center. At all other times, calls from facilities are immediately forwarded by a live
operator to the on-call Technical Support Engineer. We currently employ 34 full-time technical
support personnel.

Initially, Technical Support Engineers attempt to resolve trouble reports via remote access.
Should an on-site technician be required to. resolve the problem, the facility's dedicated
Technical Support Engineer will dispatch a Massachusetts DOC Specific Local Technician.
At installation, the DOC's LazerPhone System is put on-line with 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 self-diagnostic routines keep a vigilant watch to ensure that any problems are
detected and addressed immediately. Global Tel*Link's core value of RESPONSIVENESS
includes knowing about problems before you do.,.

5.9.5

The Bidder must propose an rcs that provides for remote diagnostics and ma,intenance.

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

204

GTL Response: GTL will comply. The underlying architecture of the LazerPhone system
allows engineers at Global Tel*Link to perform diagnostic, programming, polling, and other
problem resolution activities remotely, from the Technical Support Center.
LazerPhone performs continuous on-line self-diagnostics. Should a system component fail
a diagnostic test, LazerPhone automatically generates a trouble ticket in the form of an email
and a visual alert on the site monitor at Global Tel*Link's Technical Support Center. In most
cases, problems are diagnosed and resolved before facility personnel are aWare that a
problem existed.
Changes in call traffic, that might indicate more 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 allovved 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.

5.9.6

The Contractor is responsible for replacement of the ICS in its entirety or its individual
. components regardless ofcausemdudli1g~ but not limited to, normal wear/use, inmate
apuse, natural disaster, or inmate unrest. This system or component replacement will be
performed at no cost to the DOC and will occur immediately upon notification to the
Bidder of the system problem by the DOC facility.

GTL Response: GTL agrees.

5.9.7

The Contractor is responsible for replacing of inmate telephones in their entirety
,regardless of cause including, but nolliinited to,norrnal wear/use, inmate abuse, natural
disaster, or inmate unrest. The Contractor must replace inmate telephon~s requiring
repair and not repair components of the inmate telephone on site at the DOC.

GTL Response: GTL agrees.

Response To Maintenance Calls
:'" ',;,/ed oefo!',;''''·

."H'·~

Should any critical component of the ICS provided by the Bidder fail, the Bidder must respond to
ICS maintenance/repair calls from the DOC in the manner outlined in this section.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

205

GTL Response: GTL will comply.

5.9.8

Definition of a "Major Emergency"
"For the purpose of this RFR, a "Major Emergency" shall be defined as an occurrence of
anyone of the following conditions. The Bidder is required to further negotiate with the
DOC prior to system installation to determine additional specific criteria for "a "Major
Emergency".
•
•
•
•
•
•
•

A failure of the ICS processor, its common equipment or power supplies which
render the system incapable of performing its normal functions;
A failure of the recording function or any of its components that affects the full
recording operation;
A failure of 50% or more of the inmate telephones at anyone area wit1;lin a DOC
facility;
A failure of any of the ICS functions that result in the ability ofinmates to place
calls without the use of assigned PINs;
A failure of any of the ICS functions that results in the ability of inmates to make
direct dialed calls when the system is operating in collect call mode;
A failure of any of the system functions that results in the ability of inmates to
reach a "live" operator;
A failure of the system "kill switches" or similar ICS disabling function proposed
"
by the Bidder.

GTL Response: GTL will comply.

5.9.9

Response Times for a "Major Emergency"

For a "Major Emergency" the Bidder must respond to the service problem within 30 minutes of
initial trouble report by the DOC facility through the use of remote testing or access.. Should the
ICS not be accessible for remote access, the Bidder must have a qualified technician, suitably
equipped for the installed ICS, on site at the DOC location within two" (2) hours from the time of
initial trouble report.
Should the problem not be resolved via, remo.te access, "the Bidder must have a qualified
technician, suitably equipped for the installed system, on site at the DOC institution within two (2)
hours from the time of initial trouble report.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

206

Response to "Major Emergency" conditions must be petformed on a 24 Hours-a-Day/Seven
Days-a-Week/365 Days-a-Year basis through out the term of this contract.
GTL Response: GTL will comply.

5.9.10

Definition Of "Routine Service"

For the purpose of this RFR, Routine Service shall be defined as an IeS failure or problem other
than a "Major Emergency" item as listed above or defined by the DOC.
GTL Response: GTL agrees.

5.9.11

'Response Times For "Routine Service"

For a "Routine Service" the Bidder must respond to the service problem within four (4) hours of
the initial trouble report by the DOC facility through the use of remote testing or access. Should
the IeS not be accessible for remote access, the Bidder must have a qualified technician, suitably
equipped for the installed system, on site at the ,DOC facility within twelve (12) business hours
from the time of initial trouble report. Business hours are defined as 8:00 a.m. to 6:00 p.m.,
MondaythroughFriday.)!,-; ,nu':l
iT;
Should the problem not be resolved via remote access, the Bidder must have ,a qualified
technician, suitably equipped for the installed system, on site at the DOC institution within six (6)
hours from the time of initial trouble report.
GTL Response: GTL will comply.

Answering of Maintenance Calls
5.9.12

The Bidder must ensure and state, in its response, that all maintenance calls from the
DOC shall be answered by a "live" operator/service representative at all times.

GTL Response: GTL will comply. GTL's toll-free Technical Support number
is answered 24 hours a day, 365 days a year. This number is answered from 6:00 AM until
10:30 PM, CST, 7 days a week by persopnel .i.D our Jechnical Support Center. At all otlier
times, calls from facilities are immediately forwarded, by ~ live operator to the on-call Technical
Support Engineer.
'
' '. " . '
"

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

207

5.9.13

It is desirable that that all maintenance calls from the DOC be answered by a. "live" ,
operator/service representative who is local (within Massachusetts) at all times.

GTL Response: GTL will comply.

Critical Component Availabiljty
5.9.14

The Bidder must guarantee to the DOC that all parts and materials necessary to repair
the proposed ICS, are readily available to on-site service personnel 24 hours per day,
seven days per week, 365 days per year. The DOC will not accept the delay of any ICS
repair based on the fact that service personnel cannot access a system parts warehouse,
office or similar Bidder facility because the facility not being opened "after hours;', or on
,weekends or holidays.

GTL Response: GTL will comply. GTL's Local Service Providers are equipped with System
Maintenance and Repair Kits that ensure parts and materials necessary to repair the
LazerPhone ICS are readily available when needed. For each DOC location, GTL provides a 5
, to 10 % spare-parts inventory either at the sit~ gr withJbe IQcal technicians who service the
site. As spare parts are used, an RMA is issued to replenish the inventory. Any part that is
needed, but is not currently in the local sp,ar~~p~rts ,inventory, will be shipped by overnight
carrier from Global Tel*Link's headquarters in Mob'ile, Alabama.' .

5.9.15 , It is desirable that the Contractor provide "spare" inmate telephone equipment at each
DOC facility to allow for timely replacement of telephones that are not operating for any
reason. The Bidder must provide on site, a minimum number of spare sets equal to five
percent (5%) of the total number of inmate telephones installed at each DOC facility.
GTL Response: GTL will comply. GTL prb~ides a 5to 10 eya 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 Global Tel*Link's headquarters in Mobile,
Alabama.
'

Escalation Procedures During Service Maint~~ance
"

,)'

5.9.16 'The Bidder must provide, in its response, escalation procedures to address inadequate
maintenance service of the ICS. 'These escalation procedures must include multiple
GTL's Response to the
Conunonwealth of Massachusetls DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

208

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levels of management personnel. Access to additional management personnel must be
made available to the DOC upon request.

GTL Response: GTL will comply. See GTL's Work Order and Escalation Procedures at
Exhibit H.

The Bidder must provide, in its response, a complete list of its maintenance service
escalation procedures including:
.
•
•
•
•

a list of personnel at each level of escalation;
contact telephone, fax, pager, cellular numbers;
methods by which escalation is initiated; and
criteria for escalation at each level.

GTL Response:

GTL will comply. See GTL's Work Order and Escalation Procedures in
Exhibit H. GTL's maintenance service escalation proGedures provided in this proposal include
methods by which escalation is initiated, criteria for escalation at each level, and the title of the
person who will be responsible for escalation at each level. Upon contract award the DOC will
be provided with a complete list of personn~JJ3t eachJev~lof escalation, as well as the
required personal contact information for each.
.

_~\.c~

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'.'

'The Bidder must agree, in its response, that the DOC has the right to initiate these
escalation procedures at its discretion based. on diminished service or non-performance
of the Bidder.

GTL Response: GTL will comply.
Maintenance Records
5.9.17 'The Bidder must provide to the DOC, upon '~equest during the term of this contract,
maintenance records that include a listing all repair notices including the date 'and time of
the service trouble report, the nature of the problem reported" and date/time of problem
resolution.

GTL Response: GTL will comply. GTL's Technical 'Support Engineers log all maintenance
and service performed into the GTL Techllicaf Suppoli Management System as a work order,
or service report. This work order is trackedl~ntil ,problem resolution is achieved by -either
remote manipulation of software or by an onsite' technician service call. Work order status
updates for a problem can be called, faxed, or emailed according to DOC preference.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

209

The Technical Support Management System documents include the date and time of repair
requests, major alarms, actions taken to clear an alarm, itemization of, all parts replaced,
reason for replacement, name of technician performing work and problem resolution date and
time. Technical Support Management System logs relating to any DOC facility's LazerPhone
System will be available at the request of the DOC at any time.

5.9.18

The Bidder must provide historical maintenance records for 24 months from'the current
date.

GTL Response: GTL will comply. Historical maintenance records for all DOC facilities are
retained at GTL throughout the life of the contract and are available upon request by the DOC.
5.9~19

,It is desirable that the Bidder provide historical maintenance records from the initial
contract date of this contract with the DOC,

GTL Response: GTL will comply. Historical maintenance records for all DOC facilities are
retained at GTL throughout the life of the contract and are available upon request by the DOC.

5.10

CONTRACTOR PERFORMANCE
,

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As the single Commonwealth Agency respoIlsible for promoting' public safety by incarcerating
offenders while providing opportunities for participation in effective programming} the DOC
requires that the ICS and the Contractor perform at the highest levels of operation and service.
GTL Response: GTL will comply.

5.10.1

The Bidder must describe, in its response, how it will maintain maximum network "up
time" for the rcs installed at each DOC location. The Bidder must provide current
.network "up time" figures for similar rcs installations.

GTL Response: GTL will comply. GTL will use ~anagement servers to ping,
each individuallCS element at each facility. Each device in the network such as routers,
switches, call processors, storage servers, and UPS will be set to generate email alarms to or
technical service center within. 2 mins. of a failure. A critical o~ticket will be opened upon
monitoring, the network
failure of any of these types of elements. In addition to _
management servers will monitor CPlJ. us~~e,~.,Jl~twork statts,tics, and file server usage and
generate alarms upon critical failures.
':' , . . . ' "
Inmates at 160 county and municipal facilities and more than 50% of all State DOC inmates in
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

210

the United States communicate using GTL's LazerPhone system. The popularity of our inmate
telephone platform reflects our ability to provide unsurpassed equipment quality, reliability, and
system performance.
While any electronic equipment, especially that which operates continuously 24 hours a day,
365 days' a year, is subject to occasional downtimes, GTL's internal evaluations of
LazerPhone's system performance show that we have consistently delivered· 99.9995%
system uptime to our sites.
In all cases, whether a downtime is due to normal equipment wearing or to causes outside of
our control (e.g. inmate vandalism), GTL strives diligently to meet expected response times for
. all of our customers. Aspects of this diligence are evidenced in our implementation of a
Continuous System Watch: At installation, the DOC facility inmate telephone systems are put
on-line with the LazerPhone Service Center in Mobile, Alabama, and remain so, twenty-four
hours a day, three hundred sixty-five days a year, throughout the life of the contract. Highly
trained support personnel stand by, watching for any negative feedback from LazerPhone's
continuous self-diagnostic tests. GTL's core value of responsiveness includes knowing about
problems before you do.

5.10.2

The Bidder must describe, in its n:isponse, how it will maintain maximum network "up
time" for the network services installed for the ICS at each DOC location. The Bidder
.must provide current network ''up time" figures for similar ICS installations.
.-~.

.", ~__..

• -_." ."._ _

". •

•

GTL Response: GTL will comply. GTL will us~network management servers to ping
each individual ICS element at each facility. Each device in the network such as routers,
switches, call processors, storage servers, and UPS will be set to generate email alarms to or
technical service center within 2 mins. of a failure. A critical o~ticket will be opened upon
failure of any of these' types of ~Iements. In addition t o ' " monitoring, the network
management servers will monitor CPU usage, network statistics, and file server usage and
',' .
generate alarms upon critical failures.

Catastrophic Network Failure Conditions
5.10.3

The Bidder must describe, in its response, the business continuity plans it has in place
within its own organization and its network of services to ensure that the network
services installed to serve the ICS instaUedat the DOC.

GTL Response: GTL will comply. GTL has built redundancy into the LazerPhone platforms,
network and back office infrastructure, however we recognize the need to re~pond to a
catastrophic disaster as it affects the Massachusetts Department of Corrections. These plans
GTL's Response to the
Commonwealth ofMassachuseUs DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

211

have been implemented to lessen or eliminate the effects on our major accounts. These plans
include GTL's back office and premise based LazerPhone systems.
GTL maintains a completely redundant back office support structure. These data centers are
located in Mobile, AL and Houston, TX and are both staffed with knowledgeable Network and
Technical Support personnel. Each DOC facility will be assigned a principal validation
location, either Mobile or Houston. However, all sites will contain the registry keys for both
data centers. Should a failure at one facility occur, the secondary keys would provide
connectivity to the alternate site. This occurs automatically without human intervention. As
stated previously in this response, MA DOC call records and system configurations are
replicated between the two data centers, therefore information is current and backed up by
GTL on a daily basis.
All LazerPhone systems will contain redundant network connections. S stems will be
~both analog and digital trunks connecting to the:
~ . Generally all Interstate, International and InterLata traffic will be. processed
via a digital T1, while all Local and IntraLata calls are delivered via analog service from the
LEC. In the event of a catastrophic network failure, the systems can be reconfigured to deliver
calls via either working network path. In addition, should a catastrophic network failure effect
the frame relay network, each platform is configured to connect to GTL Validation by means of
a dial-up connection. While on dial back up there is no loss of call control capabilities of the
LazerPhone platforms.
In Massachusetts, GTL will maintain spare parts of sufficient quantity and type to address any
hardware failures of the LazerPhone Platform serving any MADOC facility. Each MA DOC
facility will be configured with common
,l·
components, therefore compatibility presents no issues. Further, GTL has
agreements with our major suppliers of hardware components to augment our spare parts
inventory should the need arise.
Site-specific data that maybe stored on the <local LazerPhone systems, such as system
configuration, are also stored in GTL's data centers in Mobile and Houston. Call detail
information, PIN information, blocked or allowed numbers and historical data all reside in both
Mobile and Houston. In the event of a catastrophic failure of a LazerPhone system, data loss
is eliminated as a concern. Recording of inmate calls is also redundant.
Should a failure occur with the local mass storage device, redundant copies are available.
After needed repairs are made, these redundant copies are reloaded to the primary mass
storage array with no loss of integrity.
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GTL has formed a disaster team to prevent catastrophic events, such as a hurricane, from
effecting ,facilities serviced by GLT. The team consists of all departments within th~ company
and consists of midlevel and senior management. In the event of a widespread catastrophic
GTL's Response to the
Commonwealth ofMassachuse,tts DOC
Request for Responses
Secure Irnnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

212

.. _-

----

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

.._-

. event, the team convenes to circumvent issues and plan for alternatives before facilities
become affected. Throughout the course of the trouble, the team meets every two (2) to four
(4) hours until the issue presents no further danger. A few days after, the team convenes to
determine if all proper procedures were followed and additional procedures are established to
safeguard against similar failures in the future.' GTL maintains a 99.99% uptime by having established plans to manage both the- minor and
major issues that may effect the inmate communications needs of the systems se_rviced by

GTL
Penalty for Non-Performance and Network Downtime
."."

5.10.4
..•.

The operation of the Contractor's rcs at each DOC fadfity must be of the highest
priority for the Bidder. Therefore the Bidder must provide a credit of $100 to $500
(depending on the occurrence) per hour for each hour" the Contractor exceeds the
response times listed in Section 5.9.9 and Section 5.9.11. (Refer to Section 2.29 with
regard to the application of penalties.)

GTL Response: GTL agrees.
5.11
5.11.1

.!" ;, .

POST INSTALLATION & EXPANSION REQUIREMENTS

The DOC may require the addition of equipment at its facilities after the original
installation of the proposed rcs. The Bidder must install additional equipment within 30
days upon notification from the DOC. authorized personnel. The installation of this
equipment shall be at no costto the DOC. ",

GTL Response: GTL will comply.
5.11.2

When a new DOC facility is opened by the DOC, the Bidder shall determine (in
.conjunction with the DOC) a schedule for installation of an rcs at that facility to ensure
inmate calling service at the new site as soon as practical. The rcs shall be -installed at
the new facility at no cost to the DOC.:

GTL Response: GTL will comply.
GTL'will determine, in conjunction with the DOC, an
installation schedule for any new facility added during the term of this contract, at no cost to
the DOC.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

213

5.11.3

The Bidder shall be responsible for making all system modifications necessary to allow
inmates to place calls as industry dialing requirements change including the introduction
of new area codes and new exchanges. These system modifications shall be provided at
no additional cost to the DOC. The update of the ICS with new area codes and
exchanges will be performed within 30 days of the area code and/or exchanges
introduction to the general public.

GTL Response: GTL will comply. GTlwill make all system modifications necessary to allow
calls to be placed as industry dialing requirements change.

5.11.4

The Bidder shall be responsible for complying with and updating the Secure Inmate
Calling System for any regulatory changes and requirements during the life of the
contract. These regulatory changes include federal, state, county and municipal
modifications. These changes shall be made at no additional cost to the DOC.

GTL Response: GTL will comply.
GTL will update the Inmate Calling System for any
regulatory changes required during the life of the contract.

5.11.5

All call processing and call rating information shall be kept current by the Bidder to
. ensure inmates can place calls to all apprqved numbers. This information includes but is
not limited to local exchanges, area codes, country codes, vertical & horizontal
coordinates, and any other' information necessary to accurately process and rate calls.
The Bidder shall provide the DOC with rating information within 24 hours when
requested by the DOC.

GTL Response: GTL will comply. GTL will keep all call processing and call rating information
current and will provide the DOC With. r~~lr~ It;l.t9~mat!cm up'onr~quest. GTL subscribes to a
monitoring service which provides daily updates to ,area code changes and additions as well as
new.exchanges. This service allows GTL's Billing Department to upload these changes and
additions into the LazerPhone rating and routing files so that inmates may place calls to new or
changed area codes and exchanges.

5.11.6

The Bidder must describe, in its response, the transition plan for all call records and call
recordings to be transferred to the DOC at the completion of the contract resulting from
this procurement.

GTL Response: GTL will comply. At the end of the contact period, all DOC call records and
recordings rightfully belong to the DOC, while all equipment provided by GTL remains the
property of GTL. The GTL Project Manager and the appropriate DOC authority enter
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

214

negotiations to decide a reasonable price for any GTL equipment that the DOC may need for
the purpose of accessing LazerPhone call records and recordings.
5.11.7

The Bidder shall provide, in its response, a full explanation of how it will handle a phaseout situation at the end of the contract period should the Bidder not be selected for the
next contract to provide anICS to the DOC.

GTL Response: GTL will comply.. In the unlikely event GTL is not chosen to continue t.o
provide inmate telephone services to the MA DOC under a new contract, we will work closely
with the service provider chosen by the state to provide a smooth transition. All system
components will remain in service and processing calls until the new vendor is able to install,
test and place equipment into service. All telephone instruments will also remain in service
until the new vendor can replace on a one for one basis. Our goal will be a smooth transition
of the inmate·platform with little or no downtime for the institutions.
At the conclusion of the contract should the MA DOC wish to retain any or all call detail records
associated with the inmate telephone system, they will be supplied in an agreed upon format.
Further all records associated with the MA DOC will be provided as requested.

This plan shall indicate any commission adjustment that will take effect should the next
provider not be able to phase-in its service for ninety (90) days.
GTL Response: GTL will comply. GTL will continue paying commission on revenue on our
systems during a phase out.

The Bidder shall identify any equipment which will be owned by the DOC and any
equipment not owned by the DOC at the end of this contract.
GTL Response: GTL will comply. At the end of the contact period, all DOC call records and
recordings rightfully belong to the DOC, while all equipment provided by GTL remains the
property of GTL. The GTL Project Manager and the appropriate DOC auth'ority enter
negotiations to decide a reasonable price for any GTL equipment that the DOC may need for
the purpose of accessing LazerPhone call records and recordings.
5.12 SITEADMlNISTRAlORS

The Contractor is required to provide on-site"Sit;tAdministrators for the DOC facilities during the
term of this contract.

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

215

The Site Administrators must be fully trained on the proposed ICS with regards to system
programming, entering ofinmate information, manipulation of call recordings and the treatment 'of
call records for required reports.

GTl Response: GTL will comply.

GTL proposes to provide a Site Administrator for each
DOC facility for the duration of the contract. Site Administrators provided by GTL will be fully
trained on all features and functions of the LazerPhone system control program, including
system programming, entering of inmate information, manipulation of call recordings, and
report generation. GTL's plan for the training of site administrators is detailed in this section.
Please see our response to RFP item 5.12.15.

Supervisor Personnel
5.12.1

The Contractor must provide a full time (40 hours per week minimum). supervisor
dedicated to the DOC for the term of this contract. The Bidder must provide, in its
response, the qualifications of the supervisor by means of a professional resume.

GTl Response: GTL will comply.

GTL will provide a full time Supervisor dedicated to the
Massachusetts DOC Project for the term of the contract. This individual will reside within
Massachusetts and will oversee the performance of Site Administrators at all. DOC facilities.
The selection and assignment of this Supervisor will be finalized prior to contract signing.
During that process, GTL will present for the DOC's approval, a professional resume with
details of this person's qualifications. In Exhibit B, GTL has provided a sample resume of the
qualifications that it would seek from its potential dedicated supervisor.

5.12.2

The Contractor provided supervisor must be located locally within Massachusetts.

GTl Response:· GTL will comply.

.The.. person selected as supervisor to oversee the
performance of site administrators provided by GTL will be located within Massachusetts.

5.12.3

The Contractor provided supervisor must have full responsibility for the performance of
the all site administrators provided by the Contractor to the DOC.
.

GTl Response: GTL will comply.
The person selected byGTL as Site Administrator
Supervisor for the MA DOC Project will have full responsibility for the performance of all of the
site administrators provided by GTL.
5.12.4

The Contractor provided supervisor must be familiar with the DOC and visit each DOC

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

216

facility a minimum of once per month to meet with the site administrator at that
particular DOC facility.
GTL Response: GTL will comply.
The person selected by GTL as Site Administrator
Supervisor for the MA DOC Project will visit each' DOC facility at least once a month to meet
with the site administrator at particular facility.

5.12.5

The supervisor provided by the Contractor to the DOCmust be a full time employee of
the Contractor.

GTL Response: GTL will comply. The person selected as Site Administrator Supervisor for
the MA DOC Project will be a full time employee of GTL.ln Exhibit B, GTL has provided a
sample resume of the qualifications that it would seek from its potential. dedicated supervisor.

5.12.6

The Contractor provided supervisor must not be one of the site administrators provided
bythe Contractor to meet the requirements of this RFR.

GTL Response: GTL will comply.

5.12.7

The Contractor provided supervisor must be capable of fulfilling the duties of a site
administrator due to unexpected'absence of the site administrator at any DOC facility.

GTL Response: GTL will comply.
the MA DOC Project will be fully
Inmate Telephone System and will
the unexpected absence of the site

Site Administrators
5.12.8

The person selected as Site Administrator Supervisor for
trained on all ~dministrative aspects of the LazerPhone
be capable of fulfilling the duties of a site administrator in
administrator at any DOC facility.
.....i If

~ ...... L".

The Contractor must provide a full time site administrator at the DOC facilities in
Concord and Framingham. These locations are the committing facilities for the DOC.
The Contractor must provide full time site administrators dedicated to the DOC only
and be on-site in Concord and Framingham Monday through Friday, eight (8) hours per
day.
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GTL Response: GTL will comply. GTL will provide full time Site Administrators at the DOC's
committing facilities in Concord and Framingham. These individuals will b~ dedicated to the
DOC only and will perform their duties on-site at the Concord and Framingham facilities
Monday through Friday, eight hours per day.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September IS, 2005

217

5.12.9

The Contractor must provide dediCated site administrators for each of the DOC's
remaining facilities for four (4) hours per day, Monday through Friday. Actual
assignment of site administrator personnel will be·finalized prior to contract signing with
the Contractor. Any change in site administrator assignments orcoverage will be made
only upon approval by the DOC.
.

GTl Response: GTL will comply. GTL will provide part time (four hours per day) Site
Administrators at each of the remaining DOCfacilities.

5.12.10 The Bidder must state if the site administrators proposed for the DOC will be employees
or independent contractors of the Contractor.
GTl Response: GTL will comply. The final selection of Site Administrators for the various
DOC facilities will be made upon notification of the DOC's intent to award this important
contract to GTL. It is likely that Site Administrators for the MA DOC Project will be employees
of GTL, but it is possible that GTL may utilize the services of highly qualified independent
contractors to fill this position at some facilities.

5.12.11 The Bidder must describe, in its response, how it will keep the turnover of site
administrators at a minimum during the term of this contract (e.g., compet~tive salary,
paid holidays, reasonable health benefits, vacation packages, etc.).
GTl Response: GTL will comply.
To minimize turnover of personnel selected as Site
Administrators for the MA DOC Project, GTl offers competitive salaries, paid holidays,
reasonable health benefits, and vacation packages. Additionally, during the selection process,
each candidate's work history, circumstances, :p
and apparent level of commitment is carefully
-r-'
evaluated.
' : .,....
.

5.12.12 It is desirable that the Contractor provide site administrators with a minimum hourly
wage of $15.00 and competitive health benefits. The Bidder must describe in its
response how it meets this desirable specification.
GTl Response: GTL will comply. GTL offers both competitive salaries and benefits to attract
and ensure the retention of qualified individu#s cthatwill. fill Site ,Administrator positions for the
MA DOC Project.

5.12.13 It is desirable that the Contractor make all reasonable efforts to hire. bi-lingual site
administrators.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

218

GTL Response: GTL will comply. GTL will make all reasonable effort to hire by-lingual site
administrators for the MA DOC Project.
5.12.14 The site administrators provided by the Contractor must adhere to all background and
security checks required by the DOC as well as attend the DOC's new employee
orientation (40 hours total).
GTL Response: GTL will comply.
5.12.1S The Contractor must provide site administrators that are fully trained in the operation of
the IeS proposed for the DOC. The Bidder must describe, in its response, the training
that each site administrator will undergo prior to deployment at the DOC facilities.
GTL Response: GTL will comply. Site administrative personnel selected for the DOC's Project
will undergo full training on all administrative aspects of the LazerPhone Inmate Telephone
System, prior to deployment at DOC facilities. Training topics and an outline of training classes
are described below.

TRAINING TOPICS
Basic Features: Topics include phone settings, system settings, PIN administration, blocking
features, on/off phone settings, system shutdown, and restorCition procedures. This portion of
the training will ensure that the trainees have a fundamental understanding of the operation of
the system, including how to access and exitthe system, Verify inmate accounts/PINs, verify
telephone numbers on an inmate's allowed call list, set calling parameters and restrictions,
identify problems, and telephone shutoff procedures. This component also describes how the
inmates will be instructed, via automated system prompts and anQouncements, how to use the
.
.
system to make calls.
Call Detail Reporting Features: Topics include the call detail report, which is the default
report type most frequently used. Within the c~n detail report, users will learn how to retrieve
detailed call information regarding both compiete calls with recordings and incomplete call
attempts. Additionally, within this report, users will learn how to use filters to locate calls by
destination number, inmate, date and time of the call; and length of call.
O~h~r r~port typ~s ~overed in Call Detai~e~ include frequency' rep?rts by
ongmatlon, destmatlon, trunk, and PIN, ~ lists by PIN, _
lists by
destination, call traffic analysis, origination number, three-way call attempt reports, Audit Log
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Innlate Calling System & Related Services
DOC file No: 1000-Phone2006
September 15, 2005

219

c;:m;..
reports for tracking and reporting who logs into the LazerPhone system and events that occur
while an individual is logged-in, Audit Log reports of Officer Check-ins, arid inmate transfers.
Recording and Monitoring: Topics include investigative information gathering from the
.LazerPhone data and live monitoring features. During this segment of training attendees will
learn how to retrieve recordings, co . call recordings to CD or hard disk, monitor calls in realtime from the workstation, and
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~use of the call recorder, call
monitoring capa ilit establishing a
0
telephone· number database, visual
system alarm,

System Overview and Technical Support: Topics include a complete description of the
system and how the system is configured. A discussion of the technical support procedures for
the LazerPhone, including after-hours outage reporting, remote upgrading, software
manipulation, service, and maintenance. This component also will describe the problem
reporting and resolution path, and access to the Help Desk.
Online Help: Attendees receive a complete demonstration of the online help, which is
available on the main menu of LazerPhone.
The LazerPhone certified trainers answer questions that facility personnel may have and
perform demonstrations - either individually or in scheduled group training sessions.
TRAINING AIDS

.. :-.

Training aids that our Technicians utilize in the instructional meetings inClude: LazerPhone User
Manual, live system demonstrations, hands-on practice, and the use of LazerPhone's on-line Help
menu.
TRAINING OUTLINE

5. BASIC
5.1.
1.2.
1.3.
1.4.
1.5.
1.6.
1.7.

FEATURES (approximately 2 hours)
Phone setting
System setting
PIN administration
Blocking features
On/off phone settings
System shutdown
Restoration procedures

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

220

6. CALL DETAIL REPORTING FEATURES (approximately 2 hours)
2.1.
Call detail report
2.1.1. Call Filters
2.1.2. Completed Calls
2.1.3. Incomplete Calls
2.2.
Audit log report
2.3.
Frequency report by~
Frequency report by - . . . .
2.4.
Frequency report by PIN
2.5.
Frequency report by truck
2.6.
~.
Call Traffic Analysis'
2.7.
Inmate transfers
2.8.
7. RECORDING AND MONITORING (approximately 2 hours)
3.1.
Retrieve recordings
3.2.
Copy recordings'
3.3.
Call monitoring
3.3.1. Monitorin from the workstation
·e
3.3.2.
3.4.
3.5.
3.6.
3.7.
3.9.
Investigative reports
3.9.
Facility wide investigations
3.10.
8. SYSTEM OVERVIEW AND TECHNICAL SUPPORT (approximately 2 hours)·
4.1.
Inmate phone system overview
4.7.
System specifications
4.8.
Technical support procedures
4.9.
Reporting problems
4.10. Software maintenance
4.11. Software upgrades
, .,

·.~·1

5.12.16 It is important to the success of this contract that the site administrator positions are
filled at all times by the Contractor. The Contractor must fill any site administrator
position vacancy within 45 days. Failure to achieve such may result in a $200 per day
penalty (See Section 2.29) commencing on day 46 until the position is filled and the new
site administrator attends the DOC's new employee orientation.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

221

GTL Response: GTL will comply.

5.12.17 The Contractor must provide site administrators that will perform the following
functions, at a minimum, for the DOC with regard to the ICS installed at each facility:
Test the ICS to enSure functionality each day;
PIN data base initial entry (at committing sites);
PIN changes, moves, transfers, discipline sanctions, etc.;
Production of standard administrative and investigative reports;
Production of customized reports as required;
Conducting of quarterly inmate PIN list updates;
Conducting of semi-annual scans of inmate PIN lists for DOC personnel
.
telephone numbers, etc.
• Initiate or facilitate maintenance and repair ofthe proposed ICS, as required;
• Primary Bidder point of contact for the DOC facility;
• R~solve all complaints and inquiries regarding the ICS in a timely manner;
• Transfer call recordings to portable media as directed by the DOC;
• . Transfer of inmate PINs between DOC facilities when required;
• Other related duties as determined by the DOC.
•
•
•
•
•
•
•

GTL Response: GTL will comply. Site administrators provided by GTL will perform the .above
listed duties as well as other related duties as determined by the DOC.

5.12.18 The Bidder must comply with all confidentiality requirements under Massachusetts
General Law (M.G.L.). Additional information regarding Massachusetts General Laws
may be found on the Commonwealth of Massachusetts website www.mass.gov.
GTL Response: GTL will comply.

5.13

RATE AND BILLING REQUIREME.N.TS

5.13.1 . The Bidder shall provide all local exchange, intra-LATA (Eastern Massachusetts) and
inter-LATA network services at all DOC facilities where the ICS is installed. The Bidder
shall be responsible for installing and maintaining all telephone circuits necessary to
provide the required ICS operation at no cost to the DOC.
GTL Response:

GTL will comply.

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

GTL will provide the Local, intralata, interalata, and

interstates service for this contract.

Usage and Surcharge Rate Limitations
5.13.2

The Bidder's per call surchargerates charged to the called party for collect calls within
Massachusetts (local, intra-LATA and intra-state, inter-LATA) shall bethe current DOC
charge of$.86 for inmate collect calls.

GTL Response: GTL will comply.

5.13.3

The Bidder's per call surcharge rate to the called party for inter-state, inter-LATA
collect (outside of Massachusetts) shall be the current DOC charge of $3.00 for inmate
collect calls.

GTL Response: GTL will comply.

5.13.4

Local Calling: The Bidder's usage rates for local calling, in accordance with regulations
of the Massachusetts Department of Telecommunications and Energy (MbTE) must
adhere to the current effective Verizon tariff: DTA MA No. 10, Part M, Section 1.9.1,
Schedule 2 (Page 29) for structure, billing and rates ($.10 per minute). The DOC will
not accept rates that differ from this required tariff

GTL Response: GTL will comply.

5.13.5

Intra-LATA Calling: The Bidder's usage rates for Intra-LATA (eastern
Massachusetts), in accordance with regulations of the Massachusetts Department of
Telecommunications and Energy (MOTE) must adhere to the current effective Verizon
tariff: DTA MA No. 10, Part M, Section 1.9.1, Schedule 2 (page 29) for structure,
billing and rates ($.10 per minute). The DOC will not accept rates that differ from this
required tariff

GTL Response: GTL will comply.

5.13.6

Intra-State, Inter-LATA Calling: The Bidder's usage rates for intra-state, inter-LATA
calling, in accordance with regulations of the Massachusetts Department of
Telecommunications and Energy (MOTE) must adhere to the current effective Verizon
tariff: DTA MA No. 10, Part M, Section 1.9.1,Schedule 2 (Page 29) for structure,
billing and rates ($.10 per minute). The DOC will not accept rates that differ from this

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

required tariff.
GTLResponse: GTL will comply.

5.13.7

Inter-State, Inter-LATA Calling: The Bidder must quote a per minute rate for all
interstate, inter-LATA calls. All proposed rates must be based on a per minute basis only
and not be distance sensitive. This per minute rate must be set at the current DOC
required rate cap of$.69 per minute for day, evening and night/weekend rates.

GTL Response: GTL will comply.

5.13.8

The Contractor may not make any changes to the per minute rates and per call
surcharges during the life ofthis contract without the written approval of the DOC.

GTL Response: GTL will comply. GTL will get the approval of the DOC if rate changes are
required during the life of the contract.

5.13.9

The Bidder must describe, in its response, how collect call to international locations
outside the North American Dialing Plan are processed.

GTL Response: GTL will comply. Although LazerPhone can be configured to permit
international collect calls (not prepaid), this is not recommended, since the system would be
required to pass the call to a live international operator.
LazerPhone is capable of processing international prepaid calls in the same. manner it
processes domestic local and long distance calls, meaning that pre-set call restrictions apply,
the call is recorded and can be monitored by authorized personnel, and the inmate never has
access to a live operator. To retain this level of control, inmate international calls must be
prepaid through LazerPhone's inmate debit system.

5.13.10 The Bidder must describe, in its response, how the pre-paid debit function of the ICS
.will operate with regard to international calls. The Bidder must provide a list of
international locations to which inmates may place pre-paid debit calls a;nd the per
minute rate for such calls in the Cost Tables in Attachment D.
GTL Response: GTL will comply. LazerPhone processes international prepaid calls in the
same manner it processes domestic local and long distance calls, meaning that the entire
process is facilitated by LazerPhone's automated operator, pre-set call restrictions apply, the
call is recorded and can be monitor~d b.X ,9:U,lDW!ze9 pers9nnel, and the inmate never has
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

224

access to a live operator. _ retain this level of control, inmate international calls must be
To
prepaid through LazerPhone's inmate debit system.
Please see our completed Cost Table for International prepaid calls in Attachment D.

Billing and Payment of Commissions
5.13.11 The Bidder shall assume sole responsibility for billing called parties receiving collect
calls from the ICS and for the collection ofpayments for these calls.
GTL Response: GTL agrees.

5.13.12 The Bidder shall provide a toll free number which will be clearly shown on the called
party's bill for assistance in billing matters.
GTL Response: GTL will comply. GTL's "trouble center" for billing problems -or complaints
about blocked numbers, is located at the company's headquarters in Mobile, Alabama. Billing
problems or complaints are handled by a team of customer support personnel in Global
Tel*Lirik's Billing Department.
Our toll-free Billing and Customer Service number
is answered from Bam
eastern to 1Opmeastern time CST, Mondaythrough F~'
Global Tel*Unk's Billing Customer Service personnel are knowledgeable of the LazerPhone
Inmate Telephone System, public payphones, and are skilled in handling billing disputes and
adjustments. In the ,instance of billing disputes, the 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.
An issue that cannot be readily resolved by the Billing Representative who takes the call is
quickly brought to the attention of a Billing Supervisor. When necessary, the Billing Supervisor
researches and documents issue parameters, before escalating the issue to the Global
Tel*Link's Billing Manager, Katie Collins.

5.13.13 The Bidder must describe and list, in its response, the billing arrangements it has with
local exchange carriers (LECs) to ensure that collect calling from the ICS can be
processed to the called party.
GTL Response: GTL will comply. GTL's~iIIing clearing house, Billing Concepts, has billing
arrangements with the list of local exchange carriers in Massachusetts, (found in Exhibit I)
225

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

.~:.;

ensuring that collect calls from our LazerPhone ICS can be processed to the called party.

5.13.14 It is desirable that the Bidder have billing arrangements with at least " o f the local
exchange carriers doing business in Massachusetts. The Bidder must provide, in its
response, verification of this percentage being met.

GTL Response: GTL will comply. GTL's billing clearing house, Billing Concepts, has billing
arrangements with all local exchange carrier.s in Massachusetts, ensuring that collect calls from
our LazerPhone ICS can be processed to the called party.
5.13.15 It is desirable that the Bidder have billing arrangements with cellular service providers.
The Bidder must provide, in its response, a list of cellular service providers with which it
has billing arrangements.

GTL Response: GTL will comply. GTL is unaware of any cellular service providers that permit
collect toll calls.
5.13.16· The Bidder shall collect all revenue from the called party for collect calls placed by
inmates. The Bidder shall provide a percentage of this revenue as a commission fee to
the DOC on a monthly basis. The Commission rate proposed by the Bidder must be
included in the Bidder's Price Bid. Do not include any specific costs or commission
.information in the Technical Bid.

GTL Response: GTL will comply. See GTL's Price Bid.
5.13.17 The Commission Revenue paid to the DOC will be based on Gross Revenue. Gross
Revenue is defined as revenue for all accepted calls without exception. The Bidder shall
not deduct fraudulent, uncollectible or unbillable calls from the Gross Revenue prior to
applying the Commission Percentage Rate for the DOC.

GTL Response: GTL will comply. Globaf Tel*Link pays commissions based on the gross
revenue billed for all phones covered by an Agreement. Gross Revenue shall mean all
revenue generated by every completed call that is accepted by a consumer or paid through a
Global Tel*Link prepaid account, but excludes all taxes, billing fees, and Federal, State,
County or local telecommunications fees that additionally apply to a consumer's monthly
telephone bill. Commissions shall be paid monthly and mailed directly to the Premise Provider.
, ., ~

: r(~···'

5.13.18 . The Bidder must agree, in its response, that a cheCk for the commission amount will be
sent to the DOC no later than 30 days after the close of the billing month. P,?r example,
GTL's Response to the
Commonwealth of Massachusetls DOC
Request for Responses
Secure Irunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

~~~"'~~~~,:~

,,"

:,:::::::::'I{:::il~~' '" ,

a commission check for calls made during April will be forwarded to the DOC no later
than June 1st.
GTL Response: GTL will comply. GTL will send commission checks to the DOC no later than
30 days after the close of the' billing month.

5.13.19 The Bidder must state, in its response, all charges associated with the inmate initiated
collect call that will appear on the called party's telephone bill.
GIL Response: GTL will comply. The gross revenue billed for each inmate call accepted by
, the called party during the billing period will be itemized on the called party's monthly bill.
Any and all applicable Federal, State, County, Municipal and/or Excise taxes are also added to
the consumer's telephone bill. These once-a-month charges are separate from and do not
affect in any way the total gross revenue from inmate calls, upon which the DOC's commission
is based.

5.13.20 The Contractor is not allowed to place any charges on the called party's telephone bill
that are not directly related to providing the collect call. This includes charges for
"property taxes", "construction fees", and other like charges that are not dictated by
regulatory bodies. Violation of this requirement during the term of this contract may
'result in a onetime fine of up to $10,000 assessed by the DOC as well as refunds made
to the called parties for all such charges,
GTL Response: GTL will comply. For inmate collect charges appearing on customer bills
mailed to their homes no additional charges will appear other then the inmate collect rate,
required taxes and regulatory fees.
For prepaid collect calls GTL bills the following; Federal tax, State tax, Local taxes (where
applicable), and any other regulatory fees such as USF. For some prepaid collect deposits
types a set up fee will apply. GTL is proud to offer the lowest setup fee for credit card and
check by phone customer deposits then any other inmate phone provider.
GTL has provided the set up fee for prepaid collect deposits for only credit cards and
check by phone in the pricing portion of our response.
.
For all other payment types for prepaid such as personal check, certified checks, money
orders, Western Union payments, etc GTL will NOT charge a set up fee.
No set up fee will apply to any and all deposit type if deposit is $50 or over. GTL encourages
227

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

."'.

the MASS DOC to thoroughly investigate all bidder responses for any and all prepaid collect
fees.

5.13.21 The Bidder must describe, in its response, all pre-paid collect call options available to
inmate families and other authorized called parties.
GTL Response: GTL will comply. GTL offers an AdvancePay program to families and friends
of inmates who need or want to pay in advance for inmate collect calls. An AdvancePay
account can be setup through GTL's automated system at the time of an inmate's call or by
calling GTL's AdvancePay or Billing Customer $upport number.
Automated AdvancePay Setup: When an inmate attempts to dial a number that has a
financially-based block, AdvancePay will place the inmate on hold while the option is given to
the called party to set up an AdvancePay account that will allow inmate calls, up to a specified
amount, to be charged to the party's VISA or Mastercard. Once the called party provides the
appropriate information, the inmate is connected.
The opening message to a called party regarding AdvancePay is similar to:
"Your telephone service provider does not allow collect calls from ... ".
"If you would like to accept this and future collect calls, you must establish a pre-pay
account. We accept Visa and MasterCard. If you would like to set up an account and
_.'_
_ _
..
accept this call please press .. , ". _ oil
Once the appropriate key is pressed to indicate "yes", prompts will walk the called party
through the remainder of the set up process. The option is given to set up a $25.00 or $50.00
prepayment. Once the account has been established and payment made via credit card, the
current call will connect.
After the pre-pay account is established, collect calls to the telephone number may be placed
up· to the prepaid amount. After the prepaid amount is depleted, the system will inform the
user that a prepayment must be made before additional calls can be received. Customers are
also given the option at that time to increase-their amount from a $25.00 limit to a $50.00 limit.
Non-Automated AdvancePay Setup: For people who do not have or choose not to use a
VISA ·or Mastercard, AdvancePay's automated operator also provides a telephone number to
Global Tel*Link's live AdvancePay operators, that the call recipient may dial to setup an
AdvancePay account using other methods of payment
Other forms of deposits available for Prepaid collect payment are:
•

Western Union

•

.'/

:;'

Personal Check

GTL's Response to the
Commonwealth of Massachusetts DOC
Request foc Responses
Secuce Imnate Calling System & Related Services
DOC file No.1 000-Phone2006
Septembec 15, 2005

228

•

Certified Check

•

Money Order

5.13.22 It is desirable that the pre-paid collect call option available to inmate families and other
authorized called parties provide the following:
GTL Response: GTL will comply. Understanding the prepay collect process, low rates and
fees, appropriate Customer Service Representative staffing and hours of operation affording
access to calling parties is one of the keys to ensuring successful migration from a non
revenue producing CLEe blocked customer to converting that customer to a prepaid collect
customer. This understanding generates revenue and commissions for the Commonwealth
while satisfying both the inmate and their friends and families.
GTL is proud to be a leader in the prepaid collect market place which is demonstrated by our
double digit percent of conversion to·prepaid caller!

•

ffered to the inmate's called party;

GTL Response: GTL will comply. LazerPhone provides this: At the time of an inmate's call to
a number that might otherwise be blocked for financial reasons, LazerPhone's pre-paid collect
call option provides a free initial call period during which the called party hears options and
makes decisions relative to setting up an AdvancePay account. The inmate is on-hold during
this period and cannot communicate with the called party.

•

Automatic transfer of the called party to the Bidder' sbilling customer service
department for payment arrangement;

GTL Response: GTL will comply. LazerPhone provides an even better solution: At the time
. of an inmate's call, after hearing available options for setting up a prepaid account, if the called
party decides to prepay for the current call using a VISA or Mastercard the called party simply
follows the automated AdvancePay setup prompts. Aft~r providing the requested information,
inclUding the desired credit card number, the inmate's call is connected. Alternately, if the
called party does not have a VISA or Mastercard or prefers to fund the AdvancePay account
using other means (or simple prefers not to use the automated system), the called party can
call the AdvancePay number provided. by the automated operator and speak with one of GTL's
AdvancePay representatives, who will be happy to setup the AdvancePay account.
Please note that GTL provides a fully. staffed and trained Advance Payment center
located within the United States, unlike some providers that have out sourced one or
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure lrunate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

229

',:'

'." i •

<_ .}

more of their payment centers to another country.

•

Funds tied entirely to a specific called party telephone number (of the
depositor);

GTL Response: GTL will comply. LazerPhone provides this: Prepaid funds designated by
called parties for payment of inmate collect calls are specific for that called party's telephone .
number.

•

Balance of pre-paid account and the cost of the call be provided to the called
party for each call;

GTL Response: GTL will comply. At the time of every inmate's call to a party who has an
established AdvancePay account, the called party is offered an opportunity to hear·the cost of
the call and is provided with GTL's customer service number to learn the balance in his/her
prepaid account.

•

Payment via credit card;

GTL Response: GTL will comply. LazerPhone's AdvancePay program allows called parties
to prepay using a credit card. To automatically setup or replenish funds In an AdvancePay
account, a VISA or Mastercard must be used. Other types of majorcredit cards can be used
when the AdvancePay account is setup or replenished by contacting GTL's AdvancePay
operators.
.

•

Payment via debit card;
,','Cl

.111::> _':.

0;'

GTL Response: GTL will comply. LazerPhone's AdvancePay program allows called parties
to prepay using a VISA or Mastercard debit card.

•

Payment via money transfer organization (e.g., Western Union, etc.)

GTL Response: GTL will comply. GTL allows friends and families of inmates to fund an
AdvancePay account via a money transfer organization such as Western Union and
MoneyGram.

5.13.23 It is desirable that the pre-paid collect call option allow fOlre• • • • • •LII•••Pllfss
,
_
U? ' _ 7 ' i g of the pre-paid account.
GTL's Response to the
Commonwealth of Massachusetts DOC
Request for Responses
Secure Inmate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15,2005

230
.:.,

GTL Response: GTL will comply.
5.13.24 The Contractor must provide, on a montWy basis, a commission report that breaks down
. The Bidder must p~ovide, with
the total commission paid to the DOC
its response, a sample of this commission report.
•

• 'tl'-=......,.- ... -

GTL Response: GTL will comply. Please see a sample commission report in Exhibit D.

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

231

Section 6
Bidder History & References
6.1

COMPANY BACKGROUND

6.1.1

The Bidder must be in the business of providing Secure .Inmate Calling
Systems and Related Services (as specified in this RFR) for a period of at least
three (3) years prior to the due date of this RFR The Bidder must state the
number of years it has been providing ICS and provide documentation in its
response.

GTL Response: GTLwill comply.

The Merger of AT&T and Global Tel*Link

Merger of telecommunications giant and inmate calling's technology leader creates
the most experienced and innovative company in the inmate calling industry.
The Originator
AT&T created the first "Collect Only" inmate calling service in the early 1980s, and is the most
experienced provider of inmate calling services in the industry.
In the years since, AT&T has provided inmate calling services and solutions for over 300 major customers
nationwide. These customers represent over 1,300 correctional facilities and more than 49,000 inmate
telephone stations. AT&T's extensive experience also includes the Coin Telephone market. The combined
companies will continue to support this market and handle over 10,000 coin phones nationwide.

The Innovator
Global Te1*Link has provided exceptional telecommunications service to correctional facilities· since 1989.
Continuing its tradition of progressive technology and professional service, Global Tel*Link has expanded
to include facilities in more than half ofthe United States.
Global Te1*Link's distinctive Inmate Telephone System products are designed for use in any size facility
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC file No. 1000-Phone2006
September 15, 2005

232

whether the inmate population is 15 or 5,000. GTL's,.visionary engineers continually upgrade our products
to meet the increasing demands of correctional facilities. Customers can use the standard system or explore
a new world of investigative technology and telephone administration with optional - and exclusive system features.
.
Our LazerPhone Inmate Telephone System equipment is currently installed at one hundred sixty (160)
county and municipal correctional facilities and at multiple facilities operated by each of seventeen (17)
state Departments of Corrections. GTL is the sole prime vendor at one hundred twenty-five (125)
county/city facilities and eighteen (18) facilities run by the Tennessee DOC. Through partnerships with
other companies, GTL provides both our state-of-the-art LazerPhone equipment and our comprehensive
system support.

In 1993, Global TelifLink was purchased bySchlumberger Technologies,lnc.,a subsidiary of
Schlumberger, LTO, an established international technology based company, primarily in oil
.field services, with operations in more than 100 countries. Ten years later, due to a realigned
strategic direction for Schlumberger, a decision was made to divest of all non-core companies
and Global TelifLink was included in those divestitures. Global TelifLink Corporation ("GTL"), is
now a privately held corporation.

The New Leader
On June 2, 2005 AT&T's National Public Markets Division was acquired by Global Tel*Link
Corporation, thus combining two premier inmate service providers. The combined company has provided
inmate telephone service for the past 23 years.

GTL immediately becomes one of the largest.ipmate providers in the industry, with over 200 highly
experienced employees, specializing in serving the needs of the inmate and corrections industry. The
combined companies' revenues exceed $230 million dollars.
The unprecedented opportunity created by this merger will enable GTL to continue moving toward its goal
of becoming the undisputed leader in the inmate telecommunications field; while providing industry

leading customer service.
The company's headquarters will remain in Mobile, Alabama. Here we manufacture and oversee the
maintenance of the exclusive LazerPhone system,· design new softwar~. features, and provide technical
service and customer support. In addition, all system technicians receive extensive training at this location
prior to certification which enables them to work on Global Tel*Link's products.
The combined company of AT&T and Global Tel*Link (GTL) currently has its Inmate Telephone Systems
installed in facilities in the following states:

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

233

Each Global Tel*Link installation includes one of the following state-of-the-art system configurations:
~

Series II (basic inmate phone control)

LazerPhone (advanced inmate phone control and management)

LazerPhone with Recording (advanced inmate phone control and management with conversation
recording and monitoring)

)- LazerPhone with Biometrics (advanced inmate phone control and management with conversation recording
and monitOI:ing, as well as fIngerprint identifIcation, digital image capture, and hidden microphone)
For the highest commission return with the most comprehensive set of management and investigative
features, we recommend our LazerPhone hunate Telephone System and Services.

In. addition to its· headquarters in Alabama, GTL maintains a validation and secondary system and data
backup site in Houston, Texas, to ensure system reliability. GTL also maintains sales and administrative
.
offices throughout th~ country.
,;~,!',I",.-.:rStV

.; ,

:.. . :

•

Our combined seasoned management team remains intact. Our goals are to continue excellent service to
our. existing customers, increase opportunities to service new customers while maintaining profitability and
providing the best of work places for our employees.

With combined financial strength, innovative technology and industry experience,
GTL welcomes the opportunity to put our team to work for you.
..

. 6.1.2

It is desirable that the Bidder be in the business of providing Secure Inmate
Calling Systems and Related Services (as specified in this RFR) fora period of
ten (10) years prior to the due date of this RFR. The Bidder must state the
number of years it has been providing ICS and provide documentation in its
response.

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

234

~I':::'~~

~.~~
GTl Response: GTL will comply. GTL has been providing Secure Inmate Calling Systems
and Related Services since the early 1980's. 'In Exhibit E, is a copy of a contract showing
proof of being in business since 1992.

6.1.3

The Bidder must include, in its response, a summary which descpbes, briefly, the
following:
•
•
•
•
•
•

Number ofOffices;
Number of Offices within Massachusetts;
Organizational Structure;
Total. Staff
Number ofYears in Business;
Number of Years Providing Secure Inmate Calling Systems and Related
Services;

GTl Response: GTL will comply.
systems and services.

GTL's only business is providing superior inmate telephone

Number of Offices: GTL has over 20 offices located across the continental United States.
'
Number of Offices in Massachusetts: 1
Total Staff: 199
Number of years in business: 20
Number of Years Providing inmate systems: The combined company has been providing
inmate services for over 23 years.

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

235

GTL Executive Team

!i il!i!ljl!ijilijil ~il lil lil l l ljiljl ljli

-::::wimMll1~m:::j:::

:At~~§~'§~:Qir~E!gt:

':j::Ndi1hEast:::::::::::(

Global Tel*Link Corporation is the largestprovider ofInmate
Calling Service (combining both Prime and Equipment only
accounts) in the United States today.
More than 50% ofall DOC inmate calls are processed via GTL
equipment and or Service!
See Map below for current GTLstate DOC locations where GTL provides inmate. telephone
services.
.

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

236

EI =GTL provides all Inmate Telephone Systems and Services
II

= GTL provides all Inmate Telephone System Equipment

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

237

6.2

BIDDERIPRODUCT REFERENCES

The Bidder must provide end user references with its response. These references will be
contacted either by telephone, mail or facsimile transmission to verifY the Bidder's experience
and "real world" installation procedures. All reference reviews are done in a professional and
timely manner to minimize the demands on Bidder reference contacts.
A minimum of three (3) references must be provided on the Business Reference Form
provided in Attachment F and included with your response. (Changed per Amendment # 1).
Failure to provide references as required on the Business Reference Form may lead to
disqualification ofthe Bidder's response.

It is the Bidder's responsibility to ensure'that any reference provided in its response be aware
that they may be contacted by the DOC regarding the services provided by the, Bidder. All
reference reviews are done in a professional" and timely.manner to minimize the demands on
Bidder reference contacts. However, reference contacts which refuse to discuss the Bidder or
the services provided by the Bidder will result in a "0" rating for the Bidder for that
reference. The DOC is not responsible for "negotiating" a response from a reference
provided by a Bidder and will not tolerate such reference responses as "we are not allowed to
discuss that", ''we 'do not have time to discuss this", etc.
The Bidder must provide an authorizedi.primary and secondary contact name for each
,reference submitted. This will allow the DOC to' complete any reference reviews in a timely
manner.

GTL Response: GTL will comply. See GTL'sreferences provided in Attachment F.
6.3

BIDDER EXPERIENCE

6.3.1 'The Bidder must further demonstrate its experience in the inmate calling system and
correctional industries by providing a list of'all corr~ctional institution in which the
Bidder has installed the proposed ICS. This list must include the institution, its
location, and the total number ofinmate telephones installed.

If the Bidder has not installed the proposed ICS in any other correctional institutions,
the Bidder must state that fact in order to meet the requirement ofthis specification.
GTL's Response to the
Commonwealth ofMassachusetts DOC
Request for Responses
Secure Imnate Calling System & Related Services
DOC frle No. 1000-Phone2006
September 15,2005

238

GTL Response: GTL will comply. GTL's customer list is included in ExhibitF. We respectively
request that the DOC separate this confidential information from the portion of oar proposal
that will be publicly viewed after opening. This list is proprietary and Confidential and should
not be shared with other bidders or the public.

6.3.2

It is desirable that the Bidder have at least one reference ofthe same size as the DOC

with regard to facilities and inmates. The Bidder must provide, in its response, a
. description ofthis reference including the number offacilities and number ofinmates.
GTL Response: GTL will comply. Our reference, North Carolina DOC, included on a
Business Reference Form in Attachment F, is approximately the same size as Massachusetts
Department of Corrections with regard to facilities and inmates.

>'.,

Dile.

....

., :

;.,

,'")

',: \.: ,\. .. i dCIL l.ieS

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

c-i

239

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Attachment A
Required Forms Checklist

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

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Attachment A
Required Forms Checklist
Bidders must complete, execute and return the following forms, which are found under the
"Forms & Terms" tab of this solicitation on the Comm,:-PASS system.
X

Standard Contract Form

Commonwealth Terms and Conditions

Request for Taxpayer Identification and Verification (yV9)

Contractor Authorized Signatory Listing

Affirmative Action Plan Form

Affirmative Market Program Plan

·X
X

.Northern Ireland Notice and Certification
C~rtification ofTax Compliance

The Bidder must complete this checklist and include it with the completed forms as an attachment to its
response to the RFR document.

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

I .•

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Attachment B
Required Inmate Telephones

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

RFR for a Secure Inmate Calling System & RelatedSenices
DOC File Number 1000-Phone2006
2005

July 11,

Attachment B
Required Number of Inmate Telephone Instruments
Location

Inside
Inmate
Telephones

Bay State Correctional Center
Boston Pre-Release Center
Bridgewater State Hospital
Lemuel Shattuck Hospital
Correctional Center
Mass Alcohol & Substance
Abuse Center (MASAC)
Massachusetts Treatment Center
MCI - Cedar Junction
MCI - Concord
MCI - Framingham
MCI - Norfolk
MCI - Plymouth
MCI - Shirley
North Central Correctional
Institution at Gardner
Northeastern Correctional Center
Old Colony Correctional Center
Pondville Correctional Center
South Middlesex Correctional Center
Souza Baronowski Correctional
Center ( Shirley)

TOTAL

Outside
Inmate
Telephones

Special
MgmtUnit
Telephones

Coin
Telephones

24
12
18

6
0
4

0'
0
0

2
3
1

18
59
79-85
64
57
13
123

0
7
4
4
0
11
2
0

0
2
20
5
2
3
0
4

2
2
2
1
4
2
1
7

2
0
2
0
0

2
2
2
0
2

106,

59
11
11

5
0
11
0
0

159

.. IS

'n;:~

918
"/

r ,.,

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

,I.

RFR for Ii Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Attachment C
Current Inmate Call Volume
and
Commission History

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

RFR for Secure Iilmate Calling System & Related Services
DOC File Number lOOO-Phone2006
2005

,July 11,

AMENDMENT #2

Attachment C - Current Inmate Call Volume and Commission History is replaced in its entirety with
the following:

Attachment C
Current Inmate Call Volume and
Commission History
SUMMARY BY MONTH - ALL CALL TYPES

~.,,·.: :"': :·R: .: Ae: .~ ·t .~.er :~t.!.:.~.:n;
~
~YM
•.. •.•.:·::.::.::·:.• ·:i.:.::·.:.: :: ..
:::: :
...

•.

Mav,2004
June, 2004
July, 2004
Aumst,2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005

..•.•,md:• .•. . . .
•.•. :.·

.•. ·t.:.::].:::.:.. ·.: :. ..:.. ·.:.:.:,J,. •.:::.::'.::' .:.:.:
•.
.

234,582
231,082
250,417
251,725
228,601
231,826
217,465
235,931
234,185
205,204
215,949
218,859

673,718
668,033
708,090
721,646
657,564
655,251
579,102
605,747
626,415
574,859
607,054
619,903

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

:.:.:.·n:.l\.~~Pt~~::.:::,:. ::: :::: Hun:TiitalMlllutes': n:
HRecofdCourit>: 'H ':::::::~~~~Pte~> :

:.:::.::·.i:.::
..•..

3,130,997
3,103,886
3,371,724
3,356,838
3,041,809
3,129,317
2,948,618
3,188,783
3,243,596
. 2,794,900
2,921,223
2,925,666

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

SUMMARY BY MONTH - LOCAL CALLS

May, 2004
27,467
25,315
June, 2004
Julv, 2004
31,329
31,176
August, 2004
September, 2004
26,537
26,751
October, 2004
November,200424,281
December, 2004
25,399
January, 2005
26,086
February, 2005
24,725
27,475
March, 2005
26,471
April, 2005
' •.

'.'.:.:.:.•:.'.:.•:.'.'.:.•..':.'.:.':.'.:.::.•. .•: .•...•: •...• : ..
:
:
'

"1:"

117,945
113~233

133,938
128,824
120,103
128;899
119,650
127;558
142,137
143,130
162,442
150,983

'.' <'·'·'<'·1···'>-l:£>'t·<O······6····::,·,·,-::,·,·,·:·:·,.,.,.\,.,.,.,.,.,> "."'.:': ·:·,·,·'·'·'>l···' :.l:i:·S····S····"'
r.' ))))))/}}::. )<.»>,:,. '':}'/}'.:~~~' .... :,:,:,:,:,::::::::::))»':,.,: "'"'.'.' "."'.,', ::::<)). >K~: .:.~~,S'".4""'. 2':""'·;::
•. ,·,.

<:',·.:, : ',:."•,.:',. ·,·'>'>'·,·,·,·,·,·,·,·,·,·,·'!i.;,:'i'·'flt····'Z·····,

t'·'.·:::i;.l:.··.:.s'·'.:·.:.·••

:.:.: '.:.', ".: ' :".:.', ,,: ',.:" :,:.:'" " ::,: '.::": ! T 1:.,·;,..·.'.·'
..
....•....
•.
.. ..
.:
..

9,770
9,324
10,971
11,015
10,019
10,203
9,148
9,859
10,961
11,002
12,240
11,594

'.:?.:')))):':.:.;;':~.~~:

SUMMARY BY MONTH -INTRALATAIINTRASTATE CALLS
:::::,",.:.)~:¢~¢p.~~t,I'

• '.•.,,',',,','

· " • ···TotafMinufes.•• ·•• ·.··'
May, 2004
June, 2004
Julv,2004
Aumst,2004
September, 2004 .
October, 2004
November, 2004
December, 2004
January, 2005
Febtuary,2005
March, 2005
April, 2005

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

543,841
537,604
557,988
575,282
520,707
511,924
452,462
473,279
485,107
437,707
459,708
464,416

196,930
192,518
204,654
207,223
186,607
186,071
174,438
190,182
186,596
160,300
168,029
168,619

2,605,122
2,561,669
2,727,186
2,734,773
2,453,411
2,477,778
2,334,125
2,544,974
2,568,531
2,155,690
2,240,552
2,219,129

RFR for

aSecure Inmate Calling System & Related Services .
July 11,

DOC File Number 1000-Phone2006

2005

SUMMARY BY MONm - INTERLATAIINTRASTATE CALLS

···!•• ~~~~p~~;H:.·.··

:·HTotal:Minufes:
.........................................
71,521
76,165
85,870
83,911
80,224
86,097
75,726
79,210
88,321
85,579
90,422
97,336

May, 2004
June, 2004
July, 2004
August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005

20,497
22,203
27,072
25,765
24,590
27,945
26,553
27,762
29,464
26,865
28,461
30,992

309,793
334,161
402,801
386,827
370;013
421,068
395,002
407;509
434,164
399,786
419,578
451,686

SUMMARY BVMONm - INTERLATAIINTERSTATE CALLS

..;~~~~p.*~~

: iTofaJMinutes.:
May, 2004
June, 2004
July, 2004

August, 2004
September, 2004
October, 2004
November, 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005

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

30,889
7,385
28,9497,037
32,903
7,720
31,277
7,722
30,096
7,385
30,479
7,607
26,633
7,326
.27,859
8,128
26,901
7,164
26;848
7,037
29,449
7,219
31,680
7,654

98,137
94,823
107,799
106,414
98,282
101,572
99,841
108,742
98,764
96,294
98,651
103;868 .

RFR for Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

COMMISSION HISTORY

Fiscal Year 2004
::::::::::::::::: ::::::: ...
./

::::::::::::::::::

•••••

July, 2003
Au,gust, 2003 .
September, 2003
October, 2003
November, 2003
December, 2003
January, 2004
February, 2004
March, 2004
April, 2004
May, 2004
June, 2004

$
$
$
$
$
$
$
$
$
$
$
$

490,945.69
445,659.52
448,721.36
484,124.10
438,756.76
454,614.00
528,622.05
542,363.74
409,230.93
439,949.81
625,636.12
487,880.60

206,197.19
187,177.00
188,462.97
203,332.12
184,277.84
190,937.88
222,021.26
227,792.77
171,876.99
184,778.92
262,767.17
204,909.85

Fiscal Year 2005
............................
::::::::::::::::::::::::::::

:::::::::::::::::::::

:::::::::::::

. .. -

:;.: ::::::::::::::::;:::

::::::::::::::::::::::.::::::::::::.::: .

• • ·•· • ·•.• • • • • • • :TQtal.Revenu~.: • • • • ·.: • • : :. . . .•• . ·;.DOC.C~fufui~~i~ri.(4Z%).:· . • :· • ·
July, 2004
August, 2004
September, 2004
October, 2004
November; 2004
December, 2004
January, 2005
February, 2005
March, 2005
April, 2005

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

$
$
$
$
$

594;881.69
527,634.83
379,338.57
364,367.90
406,782.55
766,795.57
667,263.57
524,624.31
499;326.90
589,396.40

$
$
$

$
$

$
$
$

$
$

249;850.31
221,606.63
159,322.20
153,034.52
170,848.67
322,054.14
280,250.70
220,342.21
209,717.30
247,546.49

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

This page intentionally left blank

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

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Attachment E
Sample Inmate Telephone
Number Request Form

Attachment E
Sample Inmate Telephone
Number Request Form
The Bidder must provide a three part form allowing for the request of telephone numbers by the
inmate which are used as the inmates "call list" associated with the inmate's PIN. The Bidder
must provide these forms during the term of the contract.
The current Inmate Telephone NumberRequest FOIm is provided on the following page. The
Bidder must provide a form that is similar to this sample form.
GTL Response: GTL will comply. GTL has provided a sample report as an attachment to this
section that will meet the DOC's requirements. This report will be provided in three part form.

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

RFR for a Secure Iumate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

MASSACHUSETTS DEPARTMENT OF CORRECTION
Inmate Telephone System Number Request Form
INMATE NAME:
COMMITMENT #:

-----~-

Inmate Signature:
Add(A)/
Delete (D)
l.
2.
3.

UNIT:

INMATE PIN #
LANGUAGE PR=E=F=E-=-R=E--N-C=E-:-------ENGLISH o SPANISH 0
Date:

------------------

Name of Called
Party

4.
5.
6.
7.
8.

Relationship

.....

Area
Code

Telephone
Number

"·',,·_··.c_._

9.
10.
THE FOLLOWING (APPROVED) ATTORNEY AND PRIVILEDGED NUMBERS WILL NOT BE RECORDED

Name

Area
Code

Telephone
Number

Your acceptance of a PIN and use of inmate telephones shall be deemed
as consent to the conditions and restrictions. placed upon inmate
telephon~
calls,
including call monitoring,
recording and call
detail. 3-Way Calling is Not Allo~ed~

Review by Unit Staff Member (name and signature)

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

Date

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

This page is intentionally left blank

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

RFR for a Secure Inmate Calling System & Related Services
DOC File Number 1000':'Phone2006
2005

July 11,

Attachment F
Business Reference Forms

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

RFR for a Secure Inmate Calling System & Related Services
DOC File Number lOOO-Phone2006
2005

July 11,

Bidder Business Reference #1

Bidder Name:

Global Tel*Link: Co oration

Customer Name:

North Carolina DOC - Division of Prisons
840 W. Morgan Street
Raleigh, NC 27603

Primary Contact: .

Tricia Deal- TelecomrtlUnications Manager

Telephone Number:
Denise Radford...;'Technical Analyst
Secondary Contact:
Telephone Number:
MonthlYear Installed:

Ma 2004
1----"'-----------------------1

Number of Inmates:

33,000
1-----'------------------------1

Number of ICS
Installed:

2000 stations

Additional Description
Of Services Installed:

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

RFR for aSecure Inmate Calling System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Bidder Business Reference #2

Bidder Name:
Customer Name:

Primary Contact:

Global Tel*Link Co oration
Arizona Department of Corrections
1110 West Washington Street
Suite 280
Phoenix, Az 85007-2935

Denis Brimhall, Network Su
'. 'iI.

Telephone Number:
Secondary Contact:

Deriel'Pickering
Chief Procurement Officer

Telephone Number:

MonthlYear Installed:

Number of Inmates:
Number ofICS
Installed:
Additional Description
OfServices lnstalled:

June 2001

33,000

1000+ stations
The inmate system supports over 1000 inmate telephones, 21
facilities, and a roximatel 33,000 inmates.

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

RFR for a Secure Inmate Calliug System & Related Services
DOC File Number 1000-Phone2006
2005

July 11,

Bidder Business Reference #3

Bidder Name:

Global Tel*Link Cor oration

Customer Name:

Mobile County Metro Jail
St. Emanuel Street
Mobile, AL

Primary Contact:

Warden Mike Haley
Mobile County Metro Jail

Telephone Number:
Secondary Contact:

Mr. Marty Irvin
Mobile County Sheriffs Department

Telephone Number:
Month/Year Installed: I1998- - - - , - - - - - - - - - - - - - - - - - - - - - - - j
-Number of Inmates:

1200 inmates

Number ofICS
Installed:

128 stations

Additional Description
Of Services Installed:

.J~

The inmate system supports 128, inmate telephones, 2 facilities,
and approximately 1200 inmates. This County uses the proposed
inmate calling system platform.

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

Global Tel'link
2609 cameron Street
Mobile, Alabama.36607
Tel. 251 4794500
Tel. 8004894500
Fax 251 4734588
Web wWw.globaltellink.com

September 14,2006
Mr. Peter V. Macchi
Director of Administration Services
The Commonwealth of Massachusetts
Department of Corrections
50 Maple Street, Suite 3
Milford, MA 01757
RE: GTL Pricing - Rate & Commissions
Dear Peter,
The enclosed document is Global Te'*Link's (GTL) response to the Commonwealth of Massachusetts,
Department of Corrections for the pricing element of your RFR. We appteciatethisopportunity to present
.
our rates and commission offer.
A few things we would like to emphasize aboutwhy you should choose Global Tel*Link (GTL) for your
inmate telephone service needs as it relates to Prepaid Collect

• PREPAID COLLECT - GTL, in conjunction .with our responses to the RFP section 5.13, would
like to point out that all prepaid collect service are NOT equal in the Industry. Most apply set up fees
to anyone calling to establish a prepaid account. Actually set up fees are designed to off set the
prepaid calling centers and services such as Credit Card processing fees, Live operators, bank fees,
etc.

GTL is proud to offer the lowest prepaid collect fee on deposits for customers wishing to
prepay via credit card or Te/e-check. The setup fee for these two payment types will be
$2.00 per deposit
No other fee or special charge will be applied to any other prepayment type such as
personal check, Western Union or Money Order, etc•..
All fees, including the two mentioned above will be waived on all deposits of $50 or more.
Note: All inmate calls are subject to standard Federal, State and local taxes along with any
other regulatory charge that might apply. Set up fees are cost recovery items and not
subject to commissioning.
c
.,

;:; ..,..:);....

'r··:".

_,.. •.

2609 Cameron Street Mobile, Alabama 36607 P-251.479.4500 F-251.473.4588

www.globaltellink.com

• COMPETITIVE COMMISSIONS AND ACCOUNTABILITY - GTL's commission rates often match
or exceed competitive systems that offer far less capabilities. Additionally, the value of our
technology and service can be measured far beyond the commissions returned to your county or
facility. Our customers have reported that costly trials are frequently avoided when LazerPhone call
evidence, protected by a security envelope that verifies authenticity, is presented early in criminal
cases. We ask that you consider the monetary value of the system you choose beyond the quoted
commission percentage alone.

After the renewal of Washington County Oregon's contract with GTL, Sheriff Rob Gordon
commented: ".. .although Global Te/*Link's commission offer was not the highest of a/l bidders, we
saw that the overall value that your system and company provides is evident in a total savings to
many of the deparlments within the county, which benefits the tax payers as well. n (The LazerPhone
Cost Savings Study conducted by Washington County investigator Ed Bowman, that estimates the
savings thatGTL's inmate phone system has brough~ to that county, is included in the Exhibits
section of our proposal.)

+ ONLINE AUDITING - GTL's commitment to ACCOUNTABILITY is reflected in on-line auditing
features at the system workstation that allow County personnel to verify, from the facility's original call
data, the revenues and commissions reported by GTL. These on-line aUditing features can eliminate
the need and expense of outside management companies.
Global Tel*Link's main office is located in Mobile, Alabama and our Northeast Regional office is located in
Jackson, NJ. You may contact Tim Miller, Regional Sales Manager, at
_ .. =
.GTL has also
maintained a satellite office in Fitchburg, MA for the past ten years. You may also contact Rae Pearson,
RFP Director
. If further clarification or additional information is needed, Global Tel*Unk will
respond immediately to any such request We <look·forward to working with the commonwealth of
Massachusetts on this important contract:~·'u )<Il;: ?*:Y;':;( ii."
,;
'.'V

homas W. Sween
Executive Vice President of Sales and Marketing
;);'

_';:llv,r·.:~LI",.,i

I ;,_"

:":1:'>f1h 1)~1 C' '" . . ", .'~_.

2609 Cameron Street Mobile, Alabama 36607 P-251.479.4500 F-251.473.4588

www.globaltellink.com

AMENDMENT #4

,Attachment D - Cost Tables is replaced in' its entirety with thefollowing:

Attachment D
Cost Tables
The Bidder must complete all of the following C()st Tables. The proposed Inmate Calling System
and Related SetVices must be provided to the MasSachusetts Department of Correction at no cost
to the DOC. Costs proposed in these Cost Tables will be the Commission Percentage paid to the
Commonwealth for all inmate calls made through the proposed' system while in Collect-only
Mode or Debit-Based.
The Bidder must include the Inmate'Calling System and Related Services according to the RFR
specifications for all goods and setVices. Any and all costs must be entered in U.S. currency. The
Bidder should be careful when it completes these Cost Tables because the Bidder shall be
responsible for any and all costs not included in the~ Cost Tables.
These cost tables must be provided in your response.
The following must be completed by the individual identified in the Contractor Authorized
Signatory Listing.
I am authorized by the Bidder to provide these costS and commission fee schedule in response to
this RFR. ' . , ":It
"

Bidder Name:

Signature:

Name:

Title:

Vice President ofLegal and Administration

Date:

September 8, 2005

•

COST TABLE 1.0
COLLECT CALL COMMISSION FEE SCHEDULE
The following stated percentage is the figure used to calCulate the monthly Commission paid to
the Mass DOC for all accepted! telephone calls placed through the hunate Calling System. This
percentage will be based on monthly Gross Revenue2 attributed to the Inmate Calling System for
all call traffic.
The Bidder must provide a commission rate that includes a figure to the III 00 position (as in the
example below) to ensure that no ties win be possible from proposing Bidders.

Example:
The Bidder must not leave any space in the following fonn blank. Insert an appropriate number
into each space provide even ifthe number is a zero (0).

Proposed Monthly
Commission Percentage:

•

1 - Accepted calls are defmed as those inmate collect calls positively accepted (proactively or
passively) or approved by the called par:tyvi~ the use of1'ouch Tone input .

1 ~~ ~::

I ,'. :

I ,

COST TABLE 2.0
PRE-PAID DEBIT CALLING COMl\1ISSION FEE SCHEDULE
The following stated percentage is the figure used to calculate the monthly Commission paid to
the Mass DOC for all telephone calls placed through the Inmate Calling System in pre-paid debit
mode. This percentage wiJI be based on monthly Gross Revenue2 attributed to the Inmate Calling
System for all pre-paid debit call traffic.,,~ ..
The Bidder must provide a commission rate that includes a figure to the 1/100 position (as in the
example below) to ensure that no ties will be possible from proposing Bidders.
.

Example:
The Bidder must not leave any space in the following form blank. Insert an appropriate number
into each space provide even ifthe number is a ~ro (0).

Proposed Monthly
Commission Percentage:

...

.... j

....' !

•

COST TABLE 3.0
INTERNATIONAL CALL PER-MINUTE SCHEDULE

Bidders must complete Cost Table 3.0 on the following page. Feel free to make copies for
tbistable for inclusion with your response.
The Cost Table on the following page must be:included in the Bidder's Response. This Cost
Table provides the proposed per-minute cost for inmate calling to countriesllocations outside of
the North American Dialing Plan.
This Cost Table 3.0 (International Calling Costs) completed by the Bidder will be made an
integral part of the Bidder's Contract with the DOC. The Bidder must list all countries/locations
to which it can provide collect only or direct dial (debit based) calls. In the appropriate column,
the Bidder must enter the per call surcharge, per minute rate (collect calls) and per minute rate
(direct dial).
All rates (with the exception of the per call surcharge) must be quoted on a flat per minute basis
and include all costs associated with processing the international call. No per caU minimum will
be allowed for international calling.
.
.

In the left hand column, the Bidder must enter the country (outside the North American Dialing
Plan) to which it can provide service. In the right hand columns, the Bidder must enter a rate in
the appropriate column to indicate if the Bidder carries traffic to the listed country in collect call
mode, pre-paid debit mode or both.
"
" "
The Bidder must not leave any spaces empty"in .the Cost Table' on the following page. For
example, if you provide pre-paid debit direct dial service to the United Kingdom but do not
provide access to this country in a collect mode, place ''Not Available" in the space provide for
"Per Call SUrcharge" and "Collect Call Rate".
All costs for the proposed hardware, software, maintenance, service, etc. for the proposed Inmate
CallingSystem shall be the responsibility of the Bidder. No costs for such items shall be included
in Cost Table 3.0..

.-, . .;'

.....It

".'l..

COST TABLE 3.0
INTERNATIONAL CALL PER-MINUTE SCHEDULE

Bidders must complete Cost Table 3.0 and include it in their response. Feel free to make as
many copies for this table as required for inclusion with your response.

CountrylLocation

Per Call

Pre-Paid
Debit Direct
Dial Rate
$5.01

Afghanistan

$0.00

Collect
QnlyRate
NIA

Albania

$0.00

N/A

$2.28

$0.00

N/A

$1.79

$0.00

N/A

$2.39

$0.00

N/A

$1.31

$0.00

N/A

$2.93

N/A

$1.86

$0.00

N/A

$4.81

$0.00

N/A

$1.36

$0.00

N/A

$1.44

. $0.000'

$2.66

$0.00·

N/A
·0
N/A

$131

$0.00

N/A

$0.77

$0.00

N/A

$1.43

Surchar~e

Algeria
American Samoa
Andorra
Angola
"r

Anguilla

(

;

( ~:'t.

J.'

$0.00

o·

.. ·'L.

._ \-i .

Antarctica
Antigua (Barbuda)
Argentina
Armenia

Aruba

Australia
Austria

.....

_.-.

'", ~{

:~ :,,',~

Per Call
Sorcharee
$0.00

Collect
OnlvRate

N/A

Pre-Paid.
Debit Direct
Dial Rate
$2.12

Bahamas

$0.00

N/A

$0.76

Bahrain

$0.00

N/A

$2.22

$0.00

N/A

$3.20

$0.00

N/A

$1.65

$0.00

N/A

$1.04

$0.00

N/A

$1.94 .

$0.00

N/A

$2.28

$0.00

N/A

$1.08

N/A

$5.07

$0.00

N/A

$1.87

$0.00

N/A

$1.94

$0.00

N/A

$2.28.

$0.00

N/A

$1.26

N/A

$1.29

CouutrylLocation
Azerbaijan

...
. .:,-.

Bangladesh
Barbados
Behdum

Belize
Benin
Bermuda
_
..

Bhutan

,_._.-:-_._.~

.-~_

_.
- $0.00

Bolivia
Bosnia-Herzegovina
Botswana
Brazil
British Virgin Islands

_- ......

....

$0".0,0

Bulgaria

$0.00

N/A

$1.55

Burkina Faso

$0.00

N/A

$2.93

Burundi

$0.00

N/A

$5/64

N/A

$4.99

Cambodia

.«~;

~Q.OO

Cameroon

$0.00

N/A

$2.49

Canada

$0.00

N/A

$0.44

Cape Verde Island

$0.00

N/A

$2.66

Cayman Islands

$0.00

N/A

$1.14

q
~,\'. I, i I

Country/Location

Pre-Paid
Debit Direct
Dial Rate
$4.00

Per Call
Surcharee
$0.00

Collect
Only Rate
N/A

Chad Republic

$0.00

N/A

$4.81

Chile

$O~OO

N/A

$1.11

China

$0.00

N/A

$2.51

Colombia

$0.00

N/A

$1.72

$0.00

N/A

$1.60

Croatia

$0.00

N/A

$1.94 _

Cuba

$0.00

N/A

$2.37

Denmark

$0.00

N/A

$1.05

$0.00

N/A

$1.21

DoIninican Republic

$0.00

N/A

$1.01

Ecuador

$0.00

N/A

$2.02

Egypt

$0.00

N/A

$2.25

El Salvador

$0.00

N/A

$1.57

$0.00

N/A

$1.06

$0.00

N/A

$0.64

$0.00

N/A

$2.25

$0.00

N/A.

$2.00

$0.00

N/A

$0.66

-'. $0.00

N/A

$1.78

Greece

$0.00

N/A

$1.39

Grenada

$0.00

N/A

$1.64

Guatemala

$0.00

N/A

$1.49

Central African Republic
">".- . . :"c.,

.....

.:'

Costa Rica

Dominica

._-,
.'

......

Finland

;'.

ro"'"

tt"

France
Gabon

Gambia
Germany
"''''it

Ghana

.,;,;

I'.",'

-.-

~;;-)~".,i"ii'¥·",·

,rp!

CountrylLocation
Guyana

.:~";'.,

Per Call
Surcharee
..
$0.00

Haiti

Collect
Only Rate
N/A

. N/A

$0.00

Pre-Paid
Debit Direct
Dial Rate
$2.59
$2.06·

N/A

$2.02

$0.00

N/A

$1.41

$0.00

N/A

$1.23

$0.00

N/A

$2.49

$0.00

N/A

$1.85

$0.00

N/A

$3.00

$0.00

N/A

$4.08

$0.00

N/A

$0.94

$0.00

N/A

$1.73 .

$0.00

N/A

$1.06

$0.00

N/A

$2.16

$0.00

N/A

$0.78

. $0.00

N/A

$1.26

Laos

$0.00

N/A

$5.16

Latvia

$0.00

N/A

$2.12

Lebanon

$0.00

N/A

$2.39

Liberia

$0.00

N/A

$1.80

Lihtuania

$0.00

N/A

$2.50 .

Malaysia

$0.00

N/A

$1.37

$0.00
Honduras

Hong Kong
Hungary
India
Indonesia
Iran
Iraq
':.': ..

Ireland
Israel
Italy
Jamaica
Japan

...)'1'"

Korea, South

Country/Location

Pre-Paid
Debit Direct
Dial Rate
$0.70

Mexico - Rate Zones 1-3

PerCaU
SurchaJ1!e
$0.00

Collect
Only Rate
N/A

Mexico - Rate Zones 4-8

$0.00

N/A

$1.22

Monaco

$0.00

N/A

$0.64

$0.00

N/A

$1.89

Morocco

$0.00

N/A

$2.20

Netherland Antilles

$0.00

N/A

$1.48

Netherlands

$0.00

N/A

$0.61

$0.00

N/A

$2.46

NIcaragua

$0.00

N/A

$1.65

Nigeria

$0:00

N/A

$2.77

Norway

$0.00

N/A

$0.75

Pakistan

$0.00,

N/A

$2.77

$0.00

N/A

$2.77

Panama

$0.00

N/A

$1.71 '

Peru

$0.00

N/A

$1.76

Peru-Lima

$0.00

N/A

$1.76

$0.00

N/A

$1.59

Montserrat

,'",

New Zealand
; '1.~~

Pakistan Karachi

'e,,,,

Philippines
....~:

;,')~

-' '~1;

-',.; .

Philippines - Manila

$0.00

N/A

$1.59

Poland

$0.00

N/A

$1.32

Portugal

$0.00

N/A

$.143

Puerto Rico

$0.00

N/A

$0.65

-.,

-i!.1!,

1-;t", \

;

..<, __ PerCa«
. Surcbar2e
$0.00

CountrylLocation
Romania

Collect·
Only Rate
N/A

Pre-Paid
Debit Direct
Dial Rate
$1.96

Russia

$0.00

N/A

$2.11

Russia-Moscow

$0.00

N/A

J$2.11

$0.00

N/A

$2.11

Rwanda

$0.00

N/A

$3.20

Saudi Arabia

$0.00

N/A

$2.79

Senegal

$0.00

N/A

$3.32

Singapore

$0.00

N/A

$1.25

$0.00

N/A

$1.58

Slovenia, Republic of

$0.00

N/A

$1.94

Somalia

$0.00

. N/A

$7.05

South Africa

$0.00

N/A

$1.55

Spain

$0.00

N/A

$1.28

St. Kitts

$0.00

N/A

$1.37

St. Lucia

$0.00

N/A

$1.62

S1. Pierre & Miquelon

$0.00

N/A

$1.29

St. Vincent & Grenadines

$0.00

N/A

$1.82

$0.00

N/A

$4.26

Sweden

$0.00

N/A

$0.61

Switzerland

$0.00

N/A

$0.66

Syria

$0.00

N/A

. $2.93

Russia-St. Petersburg
.

Slovakia

.,;,~,s.

Sudan

;

.<,,<.,

~~'i !

.~.{!

<:.:.;::

Pre-Paid
Debit Direct
Dial Rate
$1.41

Taiwan

Per Call
Surcbare;e
$0.00

Collect
Only Rate
N/A

Thailand

$0.00

N/A

$1.94

Trinidad & Tobago Islands

$0.00

N/A

$1.80

$0.00

N/A

$1.59

Turks & Caicos

$0.00

N/A

$1.63

U.S. Virgin Islands

$0.00

N/A

$0.95

Uganda

$0.00

N/A

$2.12

Ukraine

$0.00

N/A

$2.39

$0.00

N/A

$1.53

United Kingdom

$0.00

N/A

$0.51

Urguay

$0.00

N/A

$2.05

Venezuela

$0.00

N/A

$1.34

$0,00

N/A

$1.34

Vietnam

$0.00

N/A

$3.24

Yemen

$0.00

N/A

$1.85

Yugoslavia

$0.00.

N/A

$1.98

Zaire

$0.00'

N/A

$2.12

$0.00-

N/A

$1.85

CountrylLocation

Turkey
':"'.. '

United Emirate

C"'; I", .

Venezuela -Caracas
.:'''!-

.Zimbabwe

':- "" ~.

;~:~

j ••..

MA Contract GTL Response to Request for Proposal -- Part 2 -- 2005

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