Item C35
BOARD OF COUNTY COMMISSIONERS
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AGENDA ITEM SUMMARY
Meeting Date: 9/18/02 Division: Public Safety
Bulk Item: Yes .x.. No - Department: Ememencv Communications
AGENDA ITEM WORDING: Approval of contract with Positron Public Safety Systems Corporation
for the relocation, reconfiguration and/or addition of9-1-1 equipment for the City of Key West Police
Department 911 center.
I ITEM BACKGROUND: On May 15, 2002. the Board of County Commissioners granllld approval to
advertise for sealed bids for the relocation of9-1-1 equipment for the City of Key West Police
Department 911 center. The attached contract provides for that relocation from 525 Angela Street to
1600 North Roosevelt Boulevard, during the latter part of 2002.
PREVIOUS REVELANT BOCC ACTION: On August 21, 2002, the Board of County
Commissioners approved item C-37, awarding of bid to low bidder, Positron Public Safety Systems
Corporation for the relocation of911 equipment for the City of Key West 911 Center, in the amount of
$112,688.94.
CONTRACT/AGREEMENT CHANGES: New Contract
STAFF RECOMMENDATIONS: Approval
TOTAL COST:Sl12.688.94 BUDGETED: Yes X No -
COST TO COVNTY:$112.688.94 non ad valoreml91 I funding
REVENUE PRODUCING: Yes - No..x AMOUNT PER MONTH N/A Year N/A
APPROVED BY:
DEPARTMENT DIRECTOR APPROVAL:
DIVISION DIRECTOR APPROVAL:
DOCUMENTATION: Included - To Follow---X- Not Required_
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DISPOSITION: AGENDA ITEM # ...a.E
MONROE COUNTY BOARD OF COUNTY COMMISSIONERS
CONTRACT SUMMARY
Contract with: Positron Pubfu: Safety Contract #
Eft'cdive Date:
Expiration Date:
Contract~ption:
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Contract Manager: G. Norm [~ 60lS : C , 16
(Ext.) (DepertmcDtlStup
(Name)
fOl' BOCC 00 9111102 aJda Deadline: 9141(J2
CONTRACT COSTS
Total DoUar Valle ofCol1tlW:t: S 112,688.94 Current Y car Portion: S
Budpted? y~ NoD Accwnt Codes: 10504.530460- ___-._ .~._ -
(Jrant:$ 0 ~~60640-_-_-
COUDty Maach: $ 0 - - - -
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EIdmarcd ODaoiD& CO$ts: S
IIdIaded ill...
CONTRACT REVIEW
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KEY WEST POLICE DEPARTMENT 911 CENTER AGREEMENT
THIS AGREEMENT is entered into this 18th day of September, 2002, by and between
Monroe County, a political subdivision of the State of Florida, whose address is Gato Building,
1100 Simonton Street, Key West, FL 33040 (County), and Positron Public Safety Systems Inc.
(CONTRACTOR), a Canadian corporation whose address is 5101 Buchan Street, Montreal, Quebec
H4P 2R9.
WHEREAS, County obtained equipment and provided for installation and service thereof for
the City of Key West 911 Emergency Communications Center; and
WHEREAS, the Key West Police Department 911 Center is being relocated from 525 Angela
Street to 1600 North Roosevelt Blvd., Key West, Florida; and
WHEREAS, it is necessary to obtain additional equipment, provide relocation of existing
equipment and modify and reconfigure the Key West 911 Center; now, therefore
IN CONSIDERATION of the following mutual covenants and promises contained herein, the
parties agree as follows:
1. TERM. This agreement shall commence the 18th day of September, 2002 and
continued through the 15th day of November, 2003, unless earlier terminated or extended in
compliance with other provisions below.
2. SCOPE OF SERVICES. Contractor shall provide for equipment, relocation, addition,
modification and reconfiguration of the City of Key West 911 Center as more particularly
described in Exhibit A (Exhibit A is the bid specification for the Key West 911 relocation provided
by Monroe County Emergency Communications Department), attached hereto and incorporated
herein.
3. COMPENSATION. Contractor shall be paid a maximum of $ 112,688.94 (One
hundred twelve thousand six hundred eighty eight Dollars and ninety four cents) in accordance
with the pricing provisions of Exhibit B (Exhibit B is the bid proposal submitted to Monroe County
by Positron Public Safety Systems), attached hereto and incorporated herein, unless the parties
mutually agree to any additions in writing. Payment shall be made after submission to County of
documentation which substantiates the completion of the services and provision of equipment as
described in Exhibit A. The County's performance and obligation to pay under this agreement is
contingent upon an annual appropriation, on September 18, 2002, for fiscal year ending
September 30, 2003, by the Monroe County Board of County Commissioners. In the event that
the funding is not approved by the Monroe County Board of County Commissioners on September
18th, 2002, this contract shall be deemed null and void.
4. INDEMNIFY AND HOLD HARMLESS. The Contractor covenants and agrees to
indemnify and hold harmless Monroe County Board of County Commissioners and the City of Key
West from any and all claims for bodily injury (including death), personal injury, and property
damage (including property owned by Monroe County and/or Key West) and any other losses,
damages, and expenses (including attorney's fees) which arise out of, in connection with, or by
reason of services provided by the Contractor or any of its subcontractor(s) occasioned by the
negligence, errors, or other wrongful act or omission of the Contractor or its sub Contractor(s),
their employees, or agents. In the event the completion of the project (to include the work of
others) is delayed or suspended as a result of the Contractor's failure to purchase or maintain the
required insurance, the Contractor shall indemnify the County from any and all increased
expenses resulting from such delay. The first $10.00 of remuneration paid to the Contractor is
for the indemnification provided for above. The extent of liability is in no way limited to, reduced,
or lessened by the insurance requirements contained elsewhere within this agreement.
5. INSURANeE REQUIREMENTS. ~ InsuranG requirements shall include Workers
Compensation, General Liability Insurance in. the amotlHl of $100,000 per person, $500,000 per
occurrence, $500,000 combined single limit, Motor Vehicle Liability Insurance with a combined
single limit of $300,000.00 and Motor Vehicle Cargo Insurance.
6. INDEPENDENT CONTRACTOR. In carrying out the Work the Contractor is an
independent contractor and in no way may be considered or deemed an employee or officer of the
County .
7. WARRANTY. Contractor shall warrant that all equipment provided under this
Agreement conforms to the equipment specifications of the Request for Bid dated May 24, 2002.
The warranty shall remain valid for 12 months from the date of equipment installation and shall
cover fully workmanship, materials and labor on repairs. Contractor is required under this
warranty to remedy any such defect at its own expense and shall guarantee the availability of
service assistance, repairs, and spare parts for a minimum of seven years after equipment
delivery .
8. NON DISCRIMINATION. The Contractor agrees that it will not unlawfully
discriminate against any of its employees or applicants for employment because of their race,
color, religion, sex, national origin or disability. The Contractor must insert a provision similar to
this paragraph in any subcontracts awarded under this contract except those for the purchase of
commercial supplies and raw materials.
9. ETHICS CLAUSE. The Provider warrants that he/it has not employed, retained or
otherwise had act on his/its behalf any former County officer or employee subject to the
prohibition of Section 2 of Ordinance No. 010-1990 or any County officer or employee in violation
of Section 3 of Ordinance No. 010-1990. For breach or violation of this provision the County may,
in its discretion, terminate this contract without liability and may also, in its discretion, deduct
from the contract or purchase price, or otherwise recover, the full amount of any fee,
commission, percentage, gift, or consideration paid to the former County officer or employee.
10. INTERPRETATION. Any discrepancies in the interpretation of this contract shall be
resolved by reference to the Request for Bids dated May 24, 2002.
11. CONSENT TO JURISDICTION. This contract is governed by the laws of the State of
Florida. Venue for any litigation arising under this contract must be in a court of competent
jurisdiction in Monroe County, Florida.
12. RECORDS. The Contractor shall keep such records as are necessary to document
the performance of the agreement, and give access to these records at the request of the County
or authorized agents or representatives of County. It is the responsibility of eontractor to
maintain appropriate records to insure a proper accounting of all funds and expenditures. The
Contractor understands that it shall be responSible for repayment of any and all audit exceptions
which are identified by the Auditor General for the State of Florida, the Clerk of Court for Monroe
County, the Board of County Commissioners of Monroe County, or their agents and
representatives. In the event of an audit exception, the current fiscal year contract award or
subsequent contract awards will be offset by the amount of the audit exception. In the event the
contract is not renewed or supplemented in future years. The Contractor will be billed by the
County for the amount of the audit exception a shall promptly repay any audit exception.
13. COMPLIANCE WITH LAW. In carrying out its obligations under this Agreement, the
Contractor shall abide by all statutes, ordinances, rules and regulations pertaining to or regulating
the provisions of this Agreement, including those now in effect and hereafter adopted. Any
violation of said statutes, ordinances, rules or regulations shall constitute a material breach of this
Agreement and shall entitle the County to terminate this Agreement immediately upon delivery of
written notice of termination to the eontractor.
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14. NOTICE. Any written notice to be given to either party under this Agreement or
related hereto shall be addressed and delivered as follows:
FOR COUNTY FOR CONTRACTOR
Norm Leggett County Attorney Sidney Bouzaglo Dimitra Diplarakos
10600 Aviation Blvd. PO Box 1026 VP, Products and Services Corporate Legal Counsel
Marathon, FL 33040 Key West, FL 33041 5101 Buchan Street Fax: 514-345-2227
Montreal, Quebec H4P 2R9
15. ANTI-KICKBACK. The Contractor warrants that no person has been employed or
retained to solicit or secure this Agreement upon an agreement or understanding for a
commission, percentage, brokerage or contingent gee, and that no employee or officer of the
County has any interest, financially or otherwise, in the said funded project, except for general
membership. For breach or violation of this warranty, the County shall have the right to annul
this Agreement without liability or, in its discretion, to deduct from the Agreement price or
consideration, the full amount of such commission, percentage, brokerage or contingent fee.
16. TERMINATION. This Agreement shall terminate on November 15, 2003.
Termination prior thereto shall occur whenever funds cannot be obtained or cannot be continued
at a level sufficient to allow for the continuation of this Agreement pursuant to the terms herein.
In the event that funds cannot be continued at a level sufficient to allow the continuation of this
Agreement pursuant to the terms specified herein, the Agreement may then be terminated
immediately by written notice of termination delivered in person or by mail to Contractor. The
County may terminate this Agreement without cause upon giving 7 days written notice of
termination to Contractor. The County shall not be obligated to pay for any services or goods
provided by Contractor after Contractor has received written notice of termination.
17. TERMINATION FOR BREACH, The County may immediately terminate this
Agreement for any breach of the terms contained herein. Such termination shall take place
immediately upon receipt of written notice of said termination. Any waiver of any breach of
covenants herein contained to be kept and performed by Contractor shall not be deemed or
considered as a continuing waiver and shall not operate to bar or prevent the Contractor from
declaring a forfeiture for any succeeding breach either of the same conditions or of any other
conditions.
18. PUBLIC ENTITY CRIME STATEMENT. A person or affiliate who has been placed on
the convicted vendor list following a conviction for public entity crime may not submit a bid on a
contract to provide any goods or services to a public entity, may not submit a bid on a contract
with a public entity for the construction or repair of a public building or public work, may not
submit bids n leases of real property to public entity, may not be awarded or perform work as a
contractor, supplier, subcontractor, or Contractor under a contract with any public entity, and
may not transact business with any public entity in excess of the threshold amount provided in
Sec. 287.017, for Category Two for a period of 36 months from the date of being placed on the
convicted vendor list. If the Contractor is on the convicted vendor list, then this Contract is void
ab initio with the County under no obligation to pay the Contractor any compensation or damages
under any legal theory whatsoever.
19. AUTHORITY. Contractor warrants that is authorized by law to engage in the
performance of the activities encompassed by the project herein described. Each of the
signatories for the Contractor below certifies and warrants that the Contractor's name in this
Agreement is the full name as designated in its corporate charter (if a corporation); they are
empowered to act and contract for the Contractor, and this Agreement has been approved by the
Board of Directors of Contractor or other appropriate authority.
20. LICENSING AND PERMITS. Contractor warrants that it shall have, prior to
commencement of work under this Agreement and at all times during said work, all required
licenses and permits whether federal, state, County or eity.
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21. ENTIRE AGREEMENT. The parties agree that this written contract represents their final mutual
understanding and replaces any prior oommunicatlons or representations between the parties, whether written
or oral. This contract may only be mcxflfied in a writing agreed to, and exea.Jted by, both parties.
IN WITNESS WHEREOF, the parties hereto have set their hands and seals the day and year first above
written.
(SEAL) BOARD OF COUNTY COMMISSIONERS
ATIEST: DANNY L KOlHAGE, aERK OF MONROE COUNTY, FLORIDA
By By
Deputy Oerk Mayor/Chairperson
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Title / i. n CEO
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JdconKW'911
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REQUEST FOR PROPOSAL
SEALED BID
BY
MONROE COUNTY~ FL.
For the
City of Kev W est~ FL. PSAP
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Bv the
Emeri!:ency Communications Department
Of Monroe Countv~ FL.
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TABLE OF CONTENTS
Section 1. General Requirements
1. Introduction
2. General Information
3. Insurance
3.1 Workers Compensation
3.2 Liability Insurance
4. Proposal Contents .
5. Cost Proposal
6. Proposal Opening
7. Vendor Selection
8. Delivery and Installation
9. Warranty
10. Service Life
11. Equipment of Current Production
12. Indemnify and Hold Harmless
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13. Non Discrimination
14. Documentation
15. Training
16. Maintenance Agreement
16.1 Maintenance Program
16.2 Support Access
16.3 Critical Maintenance
16.4 Normal Maintenance
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16.5 Warranty, Spare Parts
17. Service
17.1 Service Facility
17.2 Service Report
18. Evaluation Criteria
18.1 General
18.2 Initial Review
18.3 Final Review
Section II. OverviewlProfile
2.0 Overview I Profile
2.1 Project Summary
2.2 New Facility
2.3 Existing Facility
2.4 Transition
Section III. Technical Specifications
3.0 Technical Equipment Specifications
3.1 General Equipment Specifications
3.2 Performance
3.3 Reliability
3.4 Expansion
3.5 Specific E911 Controller Features
3.5a ~ Voice Transfers
3.50 Incoming Trunks
3.5c Logging Recorder Interfaces
3.5d Relay Contacts .
3.5e Alarms
3.6 Maintenance Terminal
3.7 Maintenance Printer
3.8 Statistical Reports
3.8a Automation Call Detail Record Printer
3.9 All Database
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Section IV. Telephonv Features
4.0 Telephony Equipment Features
4.1 General Requirements
4.2 Distributed Architecture
4.3 Modularity / Flexibility
Section V. Intellieent Workstations
5.0 Intelligent Workstations
5.1 General Requirements
5.2 Telephony Functions
5.2a ALl/ANI Identification
5.2b Caller ill on Administrative Lines .
5.2c Call Transfer Functions
5.2d Data Transfer Functions
5.3 Integrated TDD
5.4 Digitized Voice / Integrated Voice Recording
5.5 Call Lists
5.6 Message Board
5.7 System Toolbar
5.8 Incident Management
Attachments: Furniture Layout floor-plan
Furniture Design and measurements
- - Equipment Room, Tentative Layout
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SECTION I
GENERAL REQUIREMENTS
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1. INTRODUCTION
The work and equipment specified in this document is intended for use in the City of
Key West, Florida, Monroe County E9-1-1 Emergency Communications Center. This
Emergency Communications Center is located at 1600 North Roosevelt Boulevard,
Key West, Florida. This is a Primary Public Safety Answering Point. The equipment
installed, configured and supplied must be compatible with Monroe County's current
911 equipment and protocol.
The primary purpose of the equipment at the Key West Public Safety Answering
Point is to provide the Automatic Number Identification (ANI) and the Automatic
Location Identification (ALl) of parties calling 9-1-1. The equipment supplied and
configured should be capable of Phase I Wireless (ANI) and Phase II Wireless (ALI).
The equipment should also be capable of transferring emergency calls to other
agencies and be equipped with a Management Information System (MIS).
Monroe County will accept sealed bids addressed to:
Monroe County Purchasing Department
Room 213
1100 Simonton Street
Key West, FL. 33040
Two signed original bids and one copy are required. The outside of the sealed
envelope should state:
Sealed Bid for Key West 911 PSAP.
Sealed Bids must be received by July 23rd, 2002, no later than II :00 am.
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All equipment must be installed, configured and operational at the Key West
Public Safety Answering location (1600 North Roosevelt Boulevard, Key West,
Florida) by November 15th, 2002.
Prices quoted in bids should represent fully installed and tested equipment,
including labor and materials for wiring from the Telephone Company provider
demarcation point to the E9-1-1 equipment room and to the call-taker
workstations.
All technical questions should be addressed to:
Monroe County Emergency Communications Department
ATT: Gerald N. Leggett
Senior Director, E9-1-1 Co-ordinator
10600 Aviation Boulevard
Marathon, FL. 33050
On site inspections will be at the bidder's discretion. All site visit requests will be
coordinated by the E9-1-1 Project Manager listed above.
Submission of a proposal shall be conclusive evid6nce that the bidder has
investigated and is satisfied as to the conditions to be encountered in performing
the work. Any additional materials or labor that the bidder deems necessary to
insure a satisfactory installation for the purpose intended shall be noted in the
Proposal and the cost included in the bid quotation.
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2. General Information
The installation and criteria presented in this proposal should not be deemed specific
and it is the responsibility of the bidder to verify the completeness of the materials
and the suitability of the equipment to meet the intended purpose.
The system should provide reliable, high quality telephone service with modem
features for the Public Safety Answering Point personnel.
In certain cases in this proposal, specifications and/or brand names of certain
manufacturers may be quoted. This is not to be construed as limiting the competition,
as proposals are invited by manufacturers and distributors of other equipment which
equals or exceeds the performance of the specified item, will be given full
consideration.
Exceptions to any part of the requirements stated in this proposal must be clearly
identified as exceptions. Alternatives should be stated at that point in the response.
Monroe County is not liable for any costs incurred with replying to this Request for
Proposal.
3. Insurance
3.1 Workers Compensation
The Bidder, performing as an independent contractor thereunder, shall be fully
responsible for providing Worker's Coml'ensation or other applicable insurance
coverage for itself and it's employees and the City of Key West and Monroe
County shall have no responsibility or liability for such coverage.
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3.2 General Liability Insurance
The successful Bidder must provide Monroe County, Risk Management
Department, a certification by an Insurance Carrier, showing the Bidder to have in
effect during the term of any contract a General Liability Insurance Policy, in the
amount of $ 100,000.00/$500,000.00/$100,000.00 which shall be the primary
coverage for all Bidder's activities under contract and all equipment, software and
systems including training of any type which are part of this bid.
Bidder must provide certification of insurance compliance within 15 calendar
days after notification of award. Certification must include the following:
a. Name and Address of Insurance Company
b. Policy Number
c. Liability coverage in the amount specified.
d. Contain the bidding document title from which award is made.
4. Proposal Contents
The Bidder shall submit (3) three proposals ofresponse to this Request for Proposal.
Two (2) originals signed, and one photocopy. The proposal may be rejected if the
responses to the requested specifications are incomplete or if the proposed system
deviates from the specifications. .
All portions of the RFP contain numbered or letter sections. All portions of this RFP
must be responded to in sequence and referenced to the specific section number or
letter.
A list of five (5) current installation of the proposed type of equipment, installed by
the bidder, shall be submitted, giving the agency name, city and state. The name and
telephone number of a knowledgeable contact person employed by those agencies
shall be suppl!ed for purpose of reference.
A complete list of all equipment, hardware and software proposed or utilized for this
proposal shall specify manufacturer, model, revision and part number (serial numbers
where applicable). All additional equipment and component parts proposed for this
project shall be new and meet minimum_requirements stated herein, and be in
operable condition. Equipment currently owned by Monroe County shall be tested
and utilized to the fullest extent to reduce the overall PIoject cost and minimize the
amount of new equipment purchases.
5. Cost Proposal
The proposal submitted should specify a fixed cash purchase price for additional
equipment required and specified. A warded Bidder and Monroe County will mutually
agree upon a payment schedule.
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Proposal must show as separate items the cost of:
1. Proposed new Equipment and cost.
2. Monroe County equipment utilized and associated cost.
3. Installation
4. Training
5. Project Management
6. All other costs incidental to the successful installation of the specified system.
Any additional costs not stated in the proposal shall not be incurred by the
City of Key West, FL. or Monroe County, unless specifically agreed to in
writing by Monroe County.
6. Proposal Opening
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Proposals received prior to July 23rd, 2002, II :OOam, will be kept secure and
unopened. The Purchasing Department, whose duty it is to open proposals shall
determine when the specified opening time has arrived. No proposal received after
the above-specified deadline will be considered and will be returned to the bidder
unopened.
Proposals may be withdrawn or resubmitted at any time up to the deadline for
proposal closing. All proposal responses must be labeled: Sealed Bid for Key West
911 PSAP.
Unless otherwise specified, all formal bids submitted shall be binding for ninety (90)
calendar days following the bid date.
No responsibility will be attached t<? the City of Key West or Monroe County for
unintentional premature opening of a proposal not properly addressed and identified.
No bidder may withdraw a proposal within 90 days after the actual date of the
opening. All requests to withdraw a proposal prior to this must be made in writing.
7. Vendor Selection
Proposals will be -evaluated by Monroe County for conformance to the specification
requirements. Prefer_ence will be given to those Bidder's providing demonstratc;::d
capability and experience in the design and implementation of similar systems.
Proposals will be evaluated by an evaluation committee. Finalist may be invited to an
interview. Selection of the successful vendor will be followed by contract
negotiations. The evaluation committee's fmal recommendations will be based upon
an analysis of the offering, not just lowest price indicated.
The terms and conditions for contract award imposed herein shall govern in all cases
and conflicting terms or conditions submitted by the bidder may constitute sufficient
grounds for rejection of the bid. The Bidder understands that the contract award can
only be granted by the Monroe County Board of County Commissioners.
8. Delivery and Installation
The new equipment purchased by Monroe County hereunder, shall be delivered to
1600 North Roosevelt Boulevard, Key West, FL. and installed by the Bidder without
additional cost or expense to the City of Key West, FL. or Monroe County, FL. and at
the convenience and direction of Monroe County. Monroe County previously
purchased equipment which will be utilized within the new PSAP, this equipment
will be made available to the successful Bidder for implementation within the new
system. Monroe County shall not be deemed to have accepted any component or
piece of equipment until such time as said equipment has been installed and operating
in accordance with the manufacturer's specifications.
The telephone system and the installation thereof shall be accomplished with the
minimum of interruption to the normal business operation or the 911 service.
All work shall comply with the applicable national, state and local codes and
regulations.
The Bidder shall keep fully informed of all Federnl and State laws; all regulations
pertaining to the Occupational and Safety Hazards Act (OSHA); all local laws,
ordinances and regulations; and all orders and decrees of bodies and tribunals having
any jurisdiction or authority, ~hich in any manner affect the conduct of work. The
Bidder at all times shall observe and comply with all applicable laws, ordinances,
regulations, orders and decrees. .
Upon discovering any provisions in the contract that are contrary to or inconsistent
with any law, ordinance, regulation, order or decree, the Bidder shall immediately
report it to Monroe County, FL. in writing.
9. Warranty
Bidder shall warrant that all newly purchased equipment performs in accordance
with equipment specifications. The warranty shall remain valid for twelve (12)
months from the date of equipment installation. The warranty shall fully cover
workmanship, materials and labor on repairs. Under this warranty, the Bidder
shall remedy at his own expense any such defect.
Bidder shall guarantee the availability of service assistance, repairs, and spare
parts for a minimum of seven (7) years after equipment delivery.
10. Service Life
Telephony hardware shall be designed for a minimum of ten (10) years total
service life from date of equipment installation.
Computer hardware shall consist of high-quality off-the shelfIBM-PC compatible
workstations from reputable manufacturers.
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11. Equipment of Current Production
Only new equipment of the latest design in current production will be considered
and purchased, Monroe County existing state of the art equipment shall be re-
utilized and tested to assure' latest hardware and software revisions. Monroe
County will in no case accept used, reconditioned or obsolete equipment as
additional equipment from the successful bidder. Only equipment that meets
current industry standards will be considered.
12. Indemnify and Hold Harmless
Bidder shall indemnify and hold harmless the City of Key West, FL. and Monroe
County, FL., its ag~nts, servants and employees against all claims, demands _and
judgments made or recovered against them for damages to real or tangible
personal property or for bodily injury or death to ~y person or any claim arising
out of, or in connection with this Request For Proposal, where such damage,
injury, death or claim was caused by the negligence of Bidder, or subcontractor of
Bidder or their employees, servants or agents. Monroe County, FL. agrees to
notify Bidder promptly of any claim or demand, and to cooperate with Bidder in a
reasonable way to facilitate the settlement or defense of such- claim or demand.
13. Non Discrimination
All Bidders agree that during the life of the contract, the Bidder will not
discriminate against any employee or applicant for employment because of race,
color, creed, national origin or ancestry and will intend a similar provision in all
subcontracts entered into for the performance thereof.
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14. Documentation
The proposed system shall include complete printed and bound system manuals
and user documentation delivered to Monroe County. In addition, all
documentation shall also be provided in electronic format (Adobe Acrobat PDF)
on CD.
15. Training
Bidders shall include with their proposal course outlines for both Call-taker and
System Administrator Training.
16. Maintenance Agreement
16.1 Maintenance Program
Maintenance of all new equipment installed as a result of this RFP shall have a
one (I) year warranty maintenance program starting upon fInal acceptance of the
entire system. Monroe County's previously purchased equipment is currently
under a long term maintenance agreement.
16.2 Support Access
Both warranty and contract maintenance shall be provided on a seven days a
week, twenty-four (24) hours a day basis, to include weekends and holidays. In
addition, the Bidder shall provide a 1-800- number phone access to Bidder's own
technical support twenty-four (24)-hours a day basis, to include weekends and
holidays. .
16.3 Critical Maintenance
Critical Maintenance Requirement is defIned as any problem that jeopardizes or
degrades the overall performance of the system. The Bidder shall provide in their
technical proposal their response times to the PSAP in any Critical Maintenance
Requirement. The areas covered under Critical are: Networking, ANI and ALl
Controllers, Electronic Sets, Displays, Telephone Controller Equipment,
Continuous Printer(s) and Display Tenninal(s). Bidders must defme their
maximum response time parameters.
16.4 Normal Maintenance
Normal Maintenance Requirements is defined as those problems that do not affect
the overall performance of the system, but still require attention. The Bidder shall
provide in their technical proposal their response times to the PSAP under Normal
Maintenance Requirement. Bidders must define their maximum response time in
parameters.
16.5 Warranty, Spare Parts
During the First Year New System Warranty Period following the date of final
acceptance, the Bidder shall, upon notification by the PSAP Agency of any
malfunction, make the necessary repairs, including labor and materials, at the
Bidder's expense, for all new equipment purchased.
Replacement and spare parts will be available fpr at least seven (7) years after
final acceptance of the system. Should the manufacturer discontinue this product
or cease to do business, the Bidder agrees to stock an adequate supply of
components.
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17.1 Service Facility
The Bidder shall identify the location of, or establish by the date of equipment
delivery, a factory-trained and certified service facility equipped with the
instrumentation necessary to provide service on the proposed system.
17.2 Service Report
The Bidder shall furnish a service report to M.onroe County, FL., E911 Co-
ordinator upon completion of each maintenance call and maintain a service record
for each piece of equipment serviced. A copy of this record shall be kept at the
PSAP. The report at a minimum shall include the following:
A. Date and time notified (verified and initialed by PSAP Supervisor on Duty).
B. Date and time of arrival (verified and initialed by PSAP Supervisor on duty.).
C. Type and model number(s) of equipment serviced.
D. Time spent for repair.
E. Time the repair was completed.
F. Service that was completed.
G. Description of the malfunction.
H. List of parts replaced.
I. Action taken to prevent reoccurrence.
18. Evaluation Criteria
18.1 General
The Evaluation of all responses received will consist of any initial and final
(detailed) review :IS follows:
18.2 Initial Review
The initial review will evaluate all submissions for conformance to stated
guidelines, to eliminate all responses which would deviate substantially from the
basic intent of the request.
.
18.3 Final Review
The final review will consist of the following:
. Evaluate the technical content of the offering to determine which total
configuration will best satisfy successful development and implementation
of an Enhanced 9-1-1 Emergency Communications System. The Bidder
may be requested to give an oral presentation of their submission at their
expense.
. The Bidder's level of experience and financial stability in telecommunications.
. Prices quoted for the system.
. The Bidder's performance and service record with similar projects.
-
--
SECTION II
OVERVIEW / PROFILE
OF RFP
.
.-
2.0 Overview I Profile
2.1 Project Summary
The City of Key West, Florida is building a new police administration building at
1600 North Roosevelt Boulevard, Key West, Florida. The E9-1-1 PSAP will be
relocated to this new facility. Currently the City of Key West PSAP is located at
525 Angela Street in the City of Key West and will be moving to the new
location. Construction plans at this time indicate a E9-1-1 move date of
November 15th, 2002. Bidders should take into consideration that this date is
preliminary and construction changes could vary the actual move date.
Currently the City of Key West E9-1-1 center consist of three (3) Positron lAP
answering positions, supported by a Positron Life ~ine system. While this system
is a fully enhanced 911 system, it also has an independent ALII ANI back up data
base on site. BellSouth is the E9-1-1 service provider and has a long term
maintenance agreement for the on site equipment.
2.2 New Facility
The new E9-1-1 facility located at 1600 North Roosevelt Boulevard, Key West,
Florida will consist of four (4) call taker positions. These positions will include
lAP panel mount units, backroom equipment and a stand-alone database. This
new facility will be upgraded to include four (4) Positron Power work-stations or
equivalent to be compatible with Monroe County existing equipment.
2.3 Existing Equipment
Monroe County, Florida is the owner of a large amount of recently purchased
Positron 911 equipment. This equipment will be available to the successful bidder
to utilize while constructing the new E9-1-1 centerin the City of Key West,
Florida. This should substantially reduce the cost of construction and facilitate
this project. Bidders should request a inventory of this equipment to simplify the
RFP process and minimize the new equipment purchases.
2.4 Transition
Both Monroe County and the City of Key West desire a turnkey transition for this
project. To prevent any interruption in 911 service the new facility should be
constructed, tested and functional prior to the actual cut-over date, while
maintaining the existing facility in an operational mode at the old location. In this
manner cut-over can be achieved by simply having the 911 service provider re-
direct the 911 calls to new trunks installed at the new facility.
SECTION III
TECHNICAL SPECIFICATIONS
-
3.0 TECHNICAL / EQUIPMENT SPECIFICATIONS
3.1 General Equipment Specifications
The intent of these specifications is to provide a complete and satisfactory
operating Enhanced 9-1-1 Emergency Communications System, with ANI and
ALl for Key West, Monroe County, Florida Public Safety Answering Point
(PSAP). All equipment and installation material required to fulfill the above shall
be furnished and installed whether or not specifically enumerated herein. The
installation will be handled as "turnkey project," including delivery, installation
and satisfactory check out of all equipment.
Installation of all equipment and wiring will be the total responsibility of the
Bidder. The Bidder will have total responsibility for system compatibility and
successful performance. The only work not included in the installation project
would be work involving building construction (e.g., moving or adding any
necessary doors, walls, etc.).
3.2 Performance
A distributed processor architecture shall be used so as to meet the performance
demanded by an E9-1-1 environment. Every module shall function independently
of the others_. There should be no situation in which a processing bottl~neck could
occur.
Each call processing module shall be equipped with a dedicated MF receiver to
avoid delays in decoding ANI. (Systems which force incoming calls to wait for an
available MF receiver before pres~nting the call will be given secondary
consideration. )
-
Communication with the ALl database shall be full duplex.
ALl requests shall be made immediately after ANI has been decoded. (Systems
which wait for the call taker to go off-hook before sending requests for ALl will
be given secondary consideration).
3.3 Reliability
No single point of failure will render the system non-functional.
Processing power shall be distributed among the E9-1-1 controller modules.
There will be no central controlling module. and all modules shall function
independently of each other.
Each line interface / call processing module will serve one trunk, one call taker,
and one transfer position. The state of a line interface/call processing module shall
have no effect on the performance of another. This is necessary in order to
prevent heavy trunk traffic, false trunk seizures, line failures, or defective line
interface/call processing cards from affecting service to trunks handled by other
line interface/call processing cards on the E9-1-1 controller.
Hardware redundancy and automatic switchover shall be provided on the various
modules where appropriate.
Modules that provide communication to extemat devices such as ALl databases
and all other system administrative ports shall be configured with redundancy.
One module shall operate in an active mode and the other in standby mode. The
standby module shall become functional automatically if the first one fails.
Modules that provide communication to ANI! ALl display shall be configured
with redundancy. One module shall operate in an active mode and the other in
standby mode. The standby module shall become functional automatically if the
first one fails. If the module provides communication to more than one display,
independent ports and links shall be provided to each display. A failure of one
port or link shall not cause a complete module failure. Each display shall operate
independently of another.
All power supplies shall be redundant and distributed. A power related fault on a
E9-1-1 controller module shall not affect the power supplied to other modules.
It shall not be necessary to power down the E9-1-1 controller in order to replace
modules. In addition, it shall be possible to remove redundant modules that are in
standby mode from the E9-1-1 controller without any interruption in service. All
redundant modules shall be accessible directly from the front of the controller
without the need of removing cables from the rear of the controller or module.
DC power battery backup for the E9-1-1 controller shall be provided as an option.
---
3.4 Expansion
The E9-I-l controller shall be modular, supporting from one (1) to over (100) E9-
1-1 Trunks in increments of One (1) Trunk with appropriate additional equipment.
Each controller shelf shall accommodate up to Eight (8) E9-I-l Trunks. It shall be
possible to populate any empty Trunk card slot simply by adding a Trunk
Interface Card, without requiring software or hardware upgrades (other than the
additional Trunk Interface cards).
Answering Position handling shall be modular as well, with the ability to scale
from 1 to over 100 answering positions with appropriate additional equipment.
.
3.5 Specific E911 Controller System Features
All features described in this section relate to North American Standards for E9-1-
1 systems in both trunking and central office features.
3.5a Voice Transfers
The E9-I-l controller shall be equipped to perform tandem voice transfers. Voice
transfers may be either speed or manually dialed.
Once a transfer connection is established, the equipment will allow a three-party
voice conference.
-
3.5b Incoming Trunks
The E9-I-l controller shall be equipped for {Number of trunks} E9-I-l Trunks,
with each-trunk card individually configurable to either standard CAMA with MF
signaling, or to Enhanced MF for 10120 digit handling.
3.5c Logging Recorder Interfaces
The proposed system shall provide start signals for logging recorders and call
check conversation recorders.
The start signal should be activated when the call taker goes off hook, and
deactivated when the call is released.
~---
3.5d Buzzer/Relay Contacts
Four independent solid state relay contacts shall be available for switching of AC
or DC powered devices.
Two of the contacts shall be controlled by the call processing modules and will
allow selective ringing depending on which trunk is originating the call.
The two remaining relay contacts shall respond to open or close commands
entered as DTMF tones dialed from call taker telephone set keypads (for remote
control of doors, air conditioners,...)
.
3.5e Alarms
Three alarm levels will be generated in response to abnormal occurrences
requiring the attention of maintenance or supervising personnel:
. Minor.
. Major.
. Critical.
Four solid state relay contacts shall be provided, three of which correspond to an
alarm level.
3.6 Maintenance Terminal
A maintenance terminal interface shall provide tire following interaction with the
E9-I-l controller:
Diagnostic mode To display all event, diagnostic and error messages as they
occur.
Maintenance mode To program and configure the E9-1-l controller (program
interface parameters, assign telephone numbers, reset
alarms, generate reports, select options). The programming
and configuration procedure shall make use of a hierarchical
menu structure. Once the desired sub-menu is reached, most
entries shall be made by selecting a number from a list.
Maintenance mode shall be password protected to ensure
system security.
If the received ALl is unclear or incomplete, a call taker must be able to command
the system to repeat the request to the database.
The stand-alone database shall be updated upon installation and will be an
automatic transfer function upon loss of enhanced telco provided enhanced 911
trunks.
.
-
SECTION IV
TELEPHONY FEATURES
-
---
4.0 Telephony Equipment Features
4.1 General Requirements
The proposed system shall be capable of operating in a mixed environment
whereby:
. Some answering positions are equipped with a desktop or panel-mounted
phone set under control of an Intelligent Workstation (IWS) computer, and
. Other positions are equipped with a "virtual" phone set located within the
IWS workstation computer which controls it (i.e. there is no extemal phone
set at the position).
Regardless of which approach is used at a given position, the Intelligent
Workstation computer shall have control of telephony functions (specifically,
when a separate phone set is used, the call-taker can perform ALL telephone
functions via the Intelligent Workstation using the external set only as a backup or
alternate).
The required number of IWS positions equipped with external phone sets is 4.
The required number of IWS positions equipped with "virtual" phone sets is O.
4.2 Distributed Architecture
Each module shall operate under control of its own microprocessor. There shall
be no single point of failure affecting more than one line or one console.
4.3 Modularity / Flexibility
-
The design shall be modular to allow for future expansion beyond present
requirements.
SECTION V
INTELLIGENT WORKSTATIONS
-
5.0 Intelligent Workstations
5.1 General Requirements
Four (4) PC-based Intelligent Workstations are required. These must be fully
32-bit applications running under the fully 32-bit Windows NT environment.
Windows 9x and/or 16-bit code are not considered stable enough and will
therefore not be considered.
A true Microsoft SQL database shall provide data storage for both configuration
and operational data. This is meant to ensure the use of an enterpnse-class
database engine that is robust and widely supported. Office application-class
database engines (such as Paradox, FoxPro, Access, etc.) are not considered
robust enough for an emergency-response environment and therefore do not meet
this criteria.
Workstations and servers shall be manufactured by Compaq, and equipped with at
a minimum PII-450 MHz Intel Processors, 128M RAM and a l7-inch flat screen
monitor.
5.2 Telephony Functions
The Intelligent Workstation shall provi~e full Computer-Telephony Integration,
allowing call-takers to have on-screen access to all telephone features.
This should include call queues, up to five (5) in total, that can be configured with
different line types and characteristics. The queues shall ensure that any calls in a
particular Queue are handled in a first-come, first-serve basis.
The call queue indicators should show the following types of information:
. Number of calls in queue
. The time oldest call-has been in queue
. The trunk number or line number of the incoming call
. Line status, i.e., ringing, off-hook
The Intelligent Workstation must have the ability to show all trunks and lines
associated with each individual queue. This should be a secondary window,
through which lines and trunks are accessible, regardless of their status in any
Queue.
All standard telephone functions must be available through the Intelligent
Workstation. These shall include the following as a minimum:
. Hold.
. Dial.
. Re-dial.
. Release.
. Cancel.
. Transfer / conference.
. Speed Dial.
5.2a ALl/ANI Identification
Automatic ANI! ALl information access is an essential requirement of any 9-1-1
system, computer based or otherwise. An Intellig~nt Workstation should be able
to offer a great deal of flexibility handling this data. For example, while the
incoming ANI and ALl information resides permanently in the database the
information should be presented to the call-taker in a data entry mode. This allows
the call-takers to modify the information without affecting the original ANI! ALL
data.
ANI! ALl data shall be shared with all other positions.
Manual requests of ALl shall be available for a call-taker-entered ANI. There
shall be a means of disabling Manual database requests if required by law.
In addition, ALl Before Answer shall be provided, whereby ALl is displayed for
all E9-1-1 calls ringing in at !he PSAP.
5.2b Caller ID on Administrative Lines -
The Caller ill of calls received over administrative lines shall be displayed on-
screen. 11Ie proposed system must be equipped to handle Call~r ill for 25
Administrative Lines.
5.2c Call Transfer Functions
The Intelligent Workstation shall be configurable to perform transfers using the
following (mutually exclusive) methods:
. Transfer destination determined by programming in the CO. In other
words, the pre-determinecl tandem transfer code for (as an example) "Fire" is
sent to the CO, which then routes the call to the appropriate Fire Department.
From the call-taker's perspective, he or she simply presses the "Fire" transfer
button, and the call is transferred to the appropriate agency.
. Transfer destination determined by the Intelligent Workstation. In other
words, the Intelligent Workstation dynamically sets the "recommended"
transfer destination based on the ESN in the ALl data, as dials the appropriate
number via the tandem transfer mechanism. From the call-taker's perspective,
he or she simply presses the "Fire" button, and the call is transferred to the
appropriate agency. The label on the "Fire" transfer button will change to
reflect the particular agency selected by the system (i.e. "Fire - [Agency
Name ]").
Whichever method is configured, the call-taker shall be able to override the
default destination by selecting an alternate from a list of destinations.
Any given transfer destination button shall be programmable with one or more
numbers used to reach the corresponding agency. It shall be possible to define the
time of day for which each of the numbers is valid. The time spans that different
numbers are valid can overlap, therefore if a number is busy, the Intelligent
Workstation shall automatically cycle through the other currently valid numbers
as the transfer button is pressed.
5.2d Data Transfer Function
The system shall have the ability to transfer ALl Data to multiple destil}ations via
a single key-press (On-Screen "Send" button and/or keyboard activation). The
basic requirement is for ALl transfer to remote serial printer via dial-up
connection.
Propose as an OPTION an enhanced data transfer capability whereby ALl, and
other data gathered by the call-taker can be transferred via dial-up connection to
remote Fax machines.
5.3 Integrated TDD
The Intelligent Workstation shall provide integrated on-screen TDD for all lines.
The device should handle both Baudot and ASCII protocols. The system shall
allow the call-taker to communicate freely by using the keyboard and/or selection
of pre-programmed messages.
The system shall buffer the keystrokes that a calltaker types in the TDD module.
This will give the calltaker the option to:
. Send the entire message only once the entire sentence is typed, OR
. Send each keystroke as it is typed.
This will be used in situations where a TDD caller tends to start responding to a
message before it is completed, sometimes before understanding the true nature of
the message. It shall be possible to switch between buffered and non-buffered
mode on the fly.
Each answering position shall be equipped with its own TDn processing
hardware. Systems which employ a central piece of equipment for TDD
processing will not be considered due to single point of failure considerations.
5.4 Digitized Voice / Integrated Voice Recording
In addition to standard contacts for external call recorders, the Intelligent
Workstation shall have a built-in and integrated call recorder as per the following
definitions:
Built-in - The call recording functionality shall be accessible on-screen via the
Intelligent Workstation's GUI (Graphical User Interface).
Integrated - Individual recordings shall be accessible via their associated on-
screen call records. In other words, the relationship between a given call event,
the ALl and associated audio recording is clearly displayed.
Audio Recordings shall be stored in W A V furmat, and purged after a configurable
delay in order to conserve hard drive space. It shall be possible to save (and un-
save) individual call recordings to prevent purging of the file.
In addition,_ the system should have the ability to record personalized greeting
announcements, i.e., "9-1-1 What is your emergency?"
-
5.5 Call Lists
The Intelligent Workstation shall provide an on-screen view of PSAP-wide call
activity, providing call status (RINGING, TALK, HOLD, etc...) as well as
associated ALl (even before-answer fot call still ringing into the PSAP).
Multiple lists will be provided, showing different groupings of call events, for
example "All Active Calls", "All Abandoned Calls", "All Previous Calls from
this ANI", "All Calls previously handled by this Call taker" , etc...
It shall be possible to barge into an active call by selecting it from the Active
Calls list.
--
It shall also be possible to re-dial an abandoned call or other previous calls by
selecting from the appropriate Call List.
A Query feature shall allow call records to be filtered and searched on the fly.
When used in conjunction with the OPTIONAL Incident Management feature,
Incident-related listed shall also be provided.
5.6 Message Board
The Intelligent Workstation shall provide an on-screen message board which is
always on-line. This shall allow the broadcast of a textual message to each call-
taker or a select group of call-takers in the PSAP without interrupting the call-
taker activity. The system shall also allow the recjpient call-takers to acknowledge
that a message was read.
This feature shall be unobtrusive in that it shall never cover up another feature of
the workstation and shall always be available.
Pre-programmed messages shall be available for commonly used messages (such
as "Weather warning in effect - Heavy Rain") and keyboard entry for one-of-a-
kind messages.
5.7 System Toolbar
The Intelligent Workstation shall provide the ability to program buttons to allow
for "point & click" access to frequently used features and commands such as,
print on demand, fast coding of incident (if Incident Manager OPTION is
implemented) and third-party application launch. -
5.8 Incident Management
As part of an Incident Management OPTION, the Intelligent Workstation shall
allow the call-taker to select a designated incident type, such as fire, auto
accident, B & E, after the initial response from the caller. The system shall
present the call-taker key questions relative to the emergency at hand. Priority
questions should be highlighted to prompt the call-taker to get the most important
information first. The information should be automatically stored in the system's
.---
database and be available to all other call-takers. The incident types should be
configurable by the PSAP.
The system should also be programmable to recommend primary transfer
destination based on the type of incident. The call-taker should also have the
ability to send different types of information, such as ANI! ALl, additional
location data, or even a script of the incident's questions and answers to remote
printers or faxes via the Enhanced Data transfer OPTION.
Enhancement of TDD functionality: When the Incident Management OPTION
is used, the list of pre-programmed TDD messages shall be automatically
supplemented with additional pre-programmed messages that pertain to the
selected incident type. For example, if the call-taker selects "domestic Fire" as an
incident type, the pre-programmed TDD messages will then also include "Is
anyone still in the building? GA".
.
Multiple-Language Support: The Intelligent Workstation shall allow the call-
taker the ability to change the language of the questions presented to them in the
Incident Detailing section of the screen. This shall affect both the questions
shown here and the pre-programmed TDD messages associated with each
question.
Premise Information Database: The Intelligent Workstation shall support a
local database that provides the call-taker with immediate access to stored
information about a specific location. This information could include building
access, hazard warnings, haZardous material information, structural plans,
evacuation instructions, site photos. The system should not force a call-taker to
read through extensive information in order to find the required information, it
should automatically search for existing information based on the ANI of the call,
and indicate to the call-taker that there is data available for review. Premise Data
will be entered by the PSAP.
-
Standard Operating Procedures Database: The Intelligent Workstation shall
provide the software tools to allow for the creation and viewing of an SOP
(Standard Operating Procedures) database. This will assure procedures are applied
in a uniform and consistent manner, in addition to providing training
functionality. Based on the type of incident entered, the system shall prompt the
call-taker that procedures exist. In addition procedures shall be displayed in
hypertext format, allowing call-takers to move quickly through the information to
access key procedures quickly. SOP data will be entered by the PSAP. The
system shall also allow the importing of third party SOP's, such as APCO's.
-. ".-.
Poaltron Public: Safety Systems Page 1 of 2
(Q61021 - Direct -Monroe County. CIty of Key West FLI
Configuration Parameters
Life LlIJe 100 ANI All Con/roller
Number of E9-1-1 Trunks 4
ANVAlI System Software Included
Remote Diagnostics Included
Demand AU Print Provided Via Power 911
Battery Backup Included
Answering PosItIons
Power 911 Workstations
Number of Power 911 Intelfigent WOlbtalions 4
Number of Buttons per Position 1,280 OIl-screen.
lAP Plus Telephones with EL Display
Concentrator Daisy Chain Kit 1
Number of lAP Plus Panel mount Sets 1
Number of Buttons per Position 30
Number of Line Appearances per Position 30
i.IIS
Power MIS Induded
.
System Equipment
Redundant Ute Une 100 ANVAU Controller Components - Configured for 4 Trunks $ 3,271.50
lAP Plus s.clcroom Equipment $ 254.93
lAP Plus Telephones - 1 Desktop Position $ 2,733.87
Power 911 Softwanl- 4 Positions $ 36,151.89
Power 911 Hllrdwanl- 4 Positions $ 19,018.00
Power MIS Harrlware and Sonw- $ 7,708.75
Pedpherals & Accessories $ 7,300.00
InstaIldon .nd Project CoordInlllion $ 21,000.00
Training $ 7,250.00
Software Evergreen( Releaes of IMest sotrwanl revisions - AnnUIII recuntng) $ 8,000.00
EqUipment 70t.JI S 112 688 94
-
- NolIta:
(1) Our.,...... conftguratlon .. bMed on the ......-cI..... list lMt _ provided to ...., Norm IAggeCt on July 11th, ZOO2.
If.... ... -.y IMcc:uradM In.... doc:un.-, __ CCIIIlIgInIIon IIId prtdng will be .ubject to cMnge.
(2)"-- Ie not '''01 G IIt!J.... the __........ .....aId.,-wL
PJ ........ .. not ......... ........-lng............. -.y equipment or ac C ..1 G J.. not ~.., P---.
(4J ......... CIIbIlng conduIIII................ .......... 1It..--
(I) M ..-ark equipment ........ Ie to be furnIIIIed 1IId..........., BeIIIoulh, prtor lit . 1" lIlIOIl..w:. br.......
~"-.y equipment UMd......Monroe c-..,....... fDund to not be... ................ ~.--...,... __ ec..ty
.. be ctwged IIlr the - 01... ....... Idt. ............ "-.y equipment .. fDund to be dIfeclIft. Monroe ___.. be cIww-I tar the _ 01"""'"
(7) ........ Ie not I-.p a.... .... pnwldIng .., _ .... .............._ ..w:.1IId ow ..1'MfICIMIbIIty to Monroe County.. be .... ............
..... """..w:.1IId ___........
(I) F Monroe Caunty MIecta lit......... ... _.,........ be _ ......1KhnIaiI euppart... ctwged ..,.......
CONFIDENTIAL July 11, 2002 tr
Positron Public: Safety Sysl8ms Page 2 of 2
(Q61021 - Direct -Monroe County - CIty of Key West FL)
Options
Remofe ".,. Transfer Request Sonw.te S 1,028.20
Netdoclc Softwate S 868.50
CAD Inf.etface Softwwe S n6.54
Power MAP Softwant S 15, 100.00
Power MAP Hardwate - AddltioMlllonlfors, RAM and Du., \/Ideo CanIs S 2,487.00
,.." Editing Softwate S 4,276.00
Itdlovr_Nd Call Recorder S 3,300.00
Incident lIanager S 3,600.00
ute Une 100 Technical Tt'llining Class. 5 days On Site (full class up to , people) S 12,650.00
POWER 9111nm11at1on and ConfIguration Tn/nlng a.. - 5 days On S/fe (full cl.. up to 'people) S 12,650.00
Aaent Toolkit Software S 2,400.00
lennS
PRICING All prices are in U.S. Funds.
Taxes, if applicable. are extra.
FOB Positron. Montreal. Shipping costs are prepaid and charged.
PAYMENT Net 30 days.
.
DELIVERY TBD.
VAUDITY 90 days.
Peripherals & Accessories.
Description Oty
ASCII Terminal 1
All Modem 2
Laser Printer 1
Netwa1t Cabling per position(Cat 5) 5
50 Pin Punch Blocks 8
25 Pair Am Cable 8
. Note: Any other required peripherals or accessories will be the responsibility 01 Monroe County.
-
Force Maieure Clause
POSITRON will not be responsible or liable iJr any loss or damage occasioned by its inability to perbm any 01 its obligations herein where
such inablIity was caused by a iJrce majeure, which shall include but is not limited to, fire, strike, load, explosions, civil or military authority,
terrorist acts, insurrection or civil disorder, embargoes. Government action, delay in or refusal 01 equipment by any third party. or other cause
which is unavoidable or not In control 01 POSITRON.
LIMITATION OF LlABlLllY ClJ\USE
POSITRON SHALL IN NO EVENT BE lIABLE TO KEY WEST FOR LOSS OF PROFITS, OR SPECIAl. INDIRECT, INCIDENTAL,
CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING COSTS OF LEGAl EXPENSES, IN CONNECTION WITH THIS
AGREEMENT AND/OR THE PERFORMANCE HEREOF. POSITRON'S TOTAL LIABILl1Y TO KEY WEST FOR ANY ClAIM FOR DAMAGES
SHALL BE LIMITED TO DIRECT DAMAGES.
CONFIDENTIAL July 19, 2002
-
Positron Public Safety Systems Corp. Page 1 of 89
Monroe County, FL July 16, 2002
Positron Public Safety Systems Response To
Request For Proposal
Sealed Bid
.
By
Monroe County, FL
For the
City Of Key West, FL, PSAP
-
By the
Emergency Communications Department
Of Monroe County, FL -
-
Tho.......... __ .. ... """"" Co""""" to ..._ "'" ;, 0""", _ f~ """""'" of ~I.......II POSITRON
It rmy not be disclosed to third parties without prior written permission from Positroa.
Positron Public Safety Systems Corp. Page 2 of 89
Monroe County, FL July 16,2002
TABLE OF CONTENTS
Section 1, General Requirements
1. Introduction
2. General Information
3. Insurance
3.1 Workers Compensation
3.2 Liability Insurance
4. Proposal Contents
5. Cost Proposal
6. Proposal Opening
7. Vendor Selection
8. Delivery and Installation .
9. Warranty
10. Service Life
11. Equipment of Current Production
12. Indemnify and Hold Harmless
13. Non Discrimination
14. Documentation
15. Training
16. Maintenance Agreement
16.1 Mainten~ce Program
16.2 Support Access
16.3 Critical Maintenance
16.4 Normal Maintenance. 16.5 Warranty, Spare Parts
17. Service
17.1 Service Facility
17.2 Service Report
18. Evaluation Criteria -
18.1 General
18.2 Initial Review
18.3 Final Review
Section II, Overview/Prof1le
2.0 Overview / Profile
2.1 Project Summary
2.2 New Facility
2.3 Existing Facility
2.4 Transition
Tho "'......00 =...... '" ... """"'" . __ '" '''''Iron... ....... """" '" "" """"" of ~1....oo.11 POSITRON
It may not be disclosed to third parties without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 3 of 89
Monroe County, FL July 16,2002
Section III, Technical Specifications
3.0 Technical Equipment Specifications
3.1 General Equipment Specifications
3.2 Performance
3.3 Reliability
3.4 Expansion
3.5 Specific E911 Controller Features
3.5a Voice Transfers
3.5b Incoming Trunks
3.5c Logging Recorder Interfaces
3.5d Relay Contacts
3.5e Alarms
3.6 Maintenance Terminal .
3.7 Maintenance Printer
3.8 Statistical Reports
3.8a Automation Call Detail Record Printer
3.9 ALl Database.
Section IV, Telephony Features
4.0 Telephony Equipment Features
4.1 General Requirements
4.2 Distributed Architecture
4.3 Modularity / Flexibility
Section V, Intelligent Workstations
5.0 Intelligent Workstations -
5.1 General Requirements
5.2 Telephony Functions
5.2a ALl/ANI Identification
5.2b Caller ill on Administrative Lines
5.2c Call Transfer Functions
5.2d Data Transfer-Functions
5.3 Integrated TDD
5.4 Digitized Voice / Integrated Voice Recording
5.5 Call Lists
5.6 Message Board
5.7 System Toolbar
5.8 Incident Management
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It may not be disclosed to third parties without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 4 of 89
Monroe County, FL July 16, 2002
SECTION I
GENERAL REQUIREMENTS.
1. INTRODUCTION
The work and equipment specified in this document is intended for use in the City of Key West,
Florida, Monroe County E9-1-1 Emergency Communications Center. This Emergency
Communications Center is located at 1600 North Roosevelt Boulevard, Key West, Florida. This is a
Primary Public Safety Answering Point. The equipment installed, configured and supplied must be
compatible with Monroe County's current 911 equipment and protocol.
I Positron Response: Read & Understood I
The primary purpose of the equipment at the Key West Public Safety Answering Point is to provide
the Automatic Number Identification (ANI) and the Automatic Location Identification (ALD of
parties calling 9-1-1. The equipment supplied and configured should be capable of Phase 1 Wireless
(ANI) and Phase II Wireless (ALD. The equipment should also be capable of transferring
emergency calls to other agencies and be equipped with a Management Information System (MIS).
Positron Response: Comply
Positron is proposing Power MIS as part of this proposal.
Monroe County will accept sealed bids addressed to:
Monroe County Purchasing Department
Room 213
1100 Simonton Street
Key West, FL. 33040 -
I Positron Response: Read & Understood I
Two signed original bids and one copy are required. The outside of the sealed envelope should state:
Sealed Bid for Key West 911 PSAP.
Sealed Bids must be received by July 23rd, 2002, no later than 11 :00 am.
All equipment must be installed, configured and operational at the Key West Public Safety
Answering location (1600 North Roosevelt Boulevard, Key West, Florida) by November 15th, 2002.
I Positron Response: Read & Understood I
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It may not be disclosed to third panics without prior written permissim from Positron.
Positron Public Safety Systems Corp. Page 5 of 89
Monroe County, FL July 16, 2002
Prices quoted in bids should represent fully installed and tested equipment, including labor and
materials for wiring from the Telephone Company provider demarcation point to the E9-1-1
equipment room and to the call-taker workstations. All technical questions should be addressed to:
Monroe County Emergency Communications Department
ATT: Gerald N. Leggett
Senior Director, E9-1-1 Co-ordinator
10600 Aviation Boulevard
Marathon, FL. 33050
I Positron Response: Read & Understood I
On site inspections will be at the bidder's discretion. All site visit requests will be coordinated by the
E9-1-1 Project Manager listed above. Submission of a proposal shall be conclusive evidence that the
bidder has investigated and is satisfied as to the conditions to be encountered in performing
the w0rk. Any additional materials or labor that the bidder deems necessary to insure a satisfactory
installation for the purpose intended shall be noted in the Proposal and the cost included in the bid
quotation.
I Positron Response: Read & Understood I
2. General Information
The installation and criteria presented in this proposal should not be deemed spec~fic and it is the
responsibility of the bidder to verify the completeness of the materials and the suitability of the
equipment to meet the intended purpose.
I Positron Response: Read & Understood I
The system should provide reliable, high quality telephone s~ice with modern features for the
Public Safety Answering Point personnel.
I Positron Response: Comply I
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It may not be disclosed to third parties without prior wriaen permission from Positron.
---
Positron Public Safety Systems Corp. Page 6 of 89
Monroe County, FL July 16, 2002
In certain cases in this proposal, specifications and/or brand names of certain manufacturers may be
quoted. This is not to be construed as limiting the competition, as proposals are invited by
manufacturers and distributors of other equipment which equals or exceeds the performance of the
specified item, will be given full consideration.
I Positron Response: Read & Understood I
Exceptions to any part ofthe requirements stated in this proposal must be clearly identified as
exceptions. Alternatives should be stated at that point in the response. Monroe County is not liable
for any costs incurred with replying to this Request for
Proposal.
I Positron Response: Read & Understood I
3. Insurance
3.1 Workers Compensation
The Bidder, performing as an independent contractor thereunder, shall be fully responsible for
providing Worker's Compensation or other applicable insurance coverage for itself and it's
employees and the City of Key West and Monroe County shall have no responsibility or liability for
such coverage.
I Positron Response: Comply I
3.2 General Liabili~ Insurance
The successful Bidder must provide Monroe County, Risk Management Department, a certification
by an Insurance Carrier, showing the Bidder to have in effect-during the term of any contract a
General Liability Insurance Policy, in the amount of $ 100,000.00/$500,000.00/$ 100,000.00 which
shall be the primary coverage for all Bidder's activities under contract and all equipment, software
and systems including training of any type which are part of this bid.. Bidder must provide
certification of insurance compliance within 15 calendar days after notification of award.
Certification must include the following:
a. Name and Address of Insurance Company
b. Policy Number
c. Liability coverage in the amount specified.
d. Contain the bidding document title from which award is made.
I Positron Response: Comply I
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It may not be disclosed to third panies without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 7 of 89
Monroe County, FL July 16, 2002
4. Proposal Contents
The Bidder shall submit (3) three proposals of response to this Request for Proposal. Two (2)
originals signed, and one photocopy. The proposal maybe rejected if the responses to the requested
specifications are incomplete or if the proposed system deviates from the specifications.
I Positron Response: Comply I
All portions of the RFP contain numbered or letter sections. All portions of this RFP must be
responded to in sequence and referenced to the specific section number or letter.
I Positron Response: Comply I
A list of five (5) current installation of the proposed type of equipment, installed by the bidder, shall
be submitted, giving the agency name, city and state. The name and telephone number of a
knowledgeable contact person employed by those agencies shall be supplied for purpose of
reference.
Positron Response: Comply
Power 911 IWS References
The following references represent a cross-section of the various ways in which Power 911 IWS
can be configured, i.e. integrated with lAP Plus Workstations, lAP/PC Cards, or Meridian
ACD, as well as Central Office based.
San Francisco Fire/EMS
11 Positions, with lAP Plus, LL100. -
Cutover Date: March 16, 1998.
Capt. Sebastian Wong
2789 25th Street
San Francisco, CA 94110
Tel.: (415) 206-7824
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It may not be disclosed to third parties without prior written permission from Positnln.
Positron Public Safety Systems Corp. Page 8 of 89
Monroe County, FL July 16, 2002
San Diego Federal Fire
9 Positions, with IAP/PC Cards, LLI00
Cutover Date: Q4-1998
Mary Ball- Director of Telecommunications
4279 Pacific Highway, Building 28
San Diego, CA 92138-1226
Tel.: (619) 524-2517
San Ramon Valley Fire
4 Positions, with IAP/PC Cards, LLI00
Cutover Date: May 15, 1998.
Chris Sutter
800 San Ramon Street
Danville, CA 94526 .
Tel.: (510) 838-6606
Contra Costa Sheriff
12 Positions with lAP Plus, LLl 00
Cutover Date: November 1, 1997.
Gloria Sutter
40 Glacier Drive
Martinez, CA 94553
Tel.: (510) 671-5902
Cook County Sheriff
15 Positions with lAP Plus, LLI00
On-screen access to LEADS database via SNA.
Cutover Date: September, 1998
Cindy Brelle, Director -
6511 W. Harrison Drive
Chicago, IL 60016
Tel.: (847) 294-4742
Chardon Police Department
2 Positions with Dual Screen, and on-screen access (via terminal emulation) to both LEADS
database and CM! CAD system.
Cutover July 3,1997.
Chief David Hyslop
111 Water Street
Chardon, OH 44024
Tel.: (440) 286-6123
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It may not be disclosed to third parties wilhDut prior written permission from Positron.
Positron Public Safety Systems Corp. Page 9 of 89
Monroe County, FL July 16, 2002
Montreal 9-1-1 Center
Central-Office based
11 Positions with Digital Centrex links to redundant DMS-100 switches, operated flawlessly
throughout the week-long Ice Storm of Jan. 1998.
Cutover Date: October 19, 1997.
Mr. Andre Audet
Responsable des operations, Controle de la qualite
Centre d'urgence 9-1-1,
Communaute Urbaine de Montreal
2580, boul. Saint-Joseph Est
Montreal (Quebec) H1Y 2A2
Tel.: (514) 280-2672
.
Canary Islands
Two Systems, one on each island, each with: Meridian Option 61 with ACD, 33 Positions / 2 E1
Trunks. Cutover Date: May 31, 98
Mr. Jose Julian Isturitz I
Director of Gestion Sanitaria de Can arias.
Tel: +34-9-28-49-8600 - Fax: +34-9-28-22-06-96
Mr. Jose Damian Ferrer I
Gestion Sanitaria de Canarias
Tel: +34-928-296-600 - Fax:+34-928-264-106
A complete list of all equipment, hardware and software proposed or utilized for this proposal shall
specify manufacturer, model, revision and part number (serial numbers where applicable). All
additional equipment and component parts proposed for this project shall be new and meet minimum
requirements stated herein, and be in operable condition. Equipment currently owned by Monroe
County shall be tested and utilized to the fullest extent to reduce the overall project cost and
minimize the amount of new equipment purchases.
Positron Response: Comply
Please refer to the pricing section for details.
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It may not be disclosed to third parties without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 10 of89
Monroe County, FL July 16, 2002
5. Cost Proposal
The proposal submitted should specify a fixed cash purchase price for additional equipment required
and specified. Awarded Bidder and Monroe County will mutually agree upon a payment schedule.
Proposal must show as separate items the cost of:
1. Proposed new Equipment and cost.
2. Monroe County equipment utilized and associated cost.
3. Installation
4. Training
5. Project Management
6. All other costs incidental to the successful installation of the specified system.
I Positron Response: Comply I
Any additional costs not stated in the proposal shall not be incurred by the City of Key West, FL. or
Monroe County, unless specifically agreed to in writing by Monroe County.
I Positron Response: Read & Understood. I
6.ProposalOpening
Proposals received prior to Jllly 23rd, 2002, 11 :OOam, will be kept secure and unopened. The
Purchasing Department, whose duty it is to open proposals shall determine when tl,1e specified
opening time has arrived. No proposal received after the above-specified deadline will be considered
and will be returned to the bidder unopened.
-I Positron Response: Read & Understood I
Proposals may be withdrawn or resubmitted at any time up to1:he deadline for proposal closing. All
proposal responses must be labeled: Sealed Bid for Key West 911 PSAP.
I Positron Response: Read & Understood I
Unless otherwise specified, all formal bids submitted shall be binding for ninety (90) calendar days
following the bid date.
I Positron Response: Read & Understood I
Tho "'.......,. ~~... ;. ..........1 . __10 ,.."....... . .1T=!Io"I,.. """""" of ""~....II POS ITRON
It may not be disclosed to third parties without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 11 of89
Monroe County, FL July 16, 2002
No responsibility will be attached to the City of Key West or Monroe County for unintentional
premature opening of a proposal not properly addressed and identified. No bidder may withdraw a
proposal within 90 days after the actual date of the opening. All requests to withdraw a proposal
prior to this must be made in writing.
I Positron Response: Read & Understood I
7. Vendor Selection
Proposals will be evaluated by Monroe County for conformance to the specification requirements.
Preference will be given to those Bidder's providing demonstrated capability and experience in the
design arid implementation of similar systems. -
Positron Response: Read & Understood
Positron, founded in 1970, is a high technology company specializing in the design and
manufacture of state-of-the-art public safety telecommunications equipment. With over 450
employees, Positron occupies a 180,000 sq. ft. facility, and has been manufacturing Enhanced
9-1-1 equipment since 1983. Today, Positron is the known leader in the E9-1-1 industry,
having installed close to 3,000 systems across the United States, Canada and overseas. Many
Bell Operating Companies, such as BellSouth, Pacific Bell, Qwest and Sprint have
standardized on Positron E9-1-1 equipment to meet the needs of their customers.
Positron is also the first E9-1-1 equipment manufacturer to provide turnkey countrywide
solutions internationally, having successfully implemented 9-1-1 systems in Costa Rica, the
Cayman Islands, and the Canary Islands.
We have acquired extensive experience in implementing E9-1-1 turnkey solutions, both in
association with Telcos as well as via direct Positron execution of all project elements,
including Project Management, Installation, Training, and ongoing Maintenance.
Proposals will be evaluated by an evaluation committee. Finalist may be invited to an interview.
Selection of the successful vendor will be followed by contract negotiations. The evaluation
committee's final recommendations will be based upon an analysis of the offering, not just lowest
price indicated.
I Positron Response: Read & Understood I
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It may not be disclosed 10 third panics without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 12 of89
Monroe County, FL July 16, 2002
The terms and conditions for contract award imposed herein shall govern in all cases and conflicting
terms or conditions submitted by the bidder may constitute sufficient grounds for rejection of the
bid. The Bidder understands that the contract award can only be granted by the Monroe County
Board of County Commissioners.
I Positron Response: Read & Understood I
8. Delivery and Installation
The new equipment purchased by Monroe County hereunder, shall be delivered to 1600 North
Roosevelt Boulevard, Key West, FL. and installed by the Bidder without additional cost or expense
to the City of Key West, FL. or Monroe County, FL. and at the convenience and direction of Monroe
County. Monroe County previously purchased equipment which will be utilized within the new
PSAP, this equipment will be made available to the successful Bidder for implementation within the
new system. Monroe County shall not be deemed to have accepted any component or piece of
equipment until such time as said equipment has been installed and operating in accordance with the
manufacturer's specifications.
I Positron Response: Comply I
The telephone system and the installation thereof shall be accomplished with the minimum of
interruption to the normal business operation or the 911 service.
I Positron Response: Read & Understood I
All work shall comply with the applicable national, state and local codes and regulations.
I Positron Response: Comply I
The Bidder shall keep fully informed of all Federal and State laws; all regulations pertaining to the
Occupational and Safety Hazards Act (OSHA); all local laws, ordinances and regulations; and all
orders and decrees of bodies and tribunals having any jurisdiction or authority, which in any manner
affect the conduct of work. The Bidder at all times shall observe and comply with all applicable
laws, ordinances, regulations, orders and decrees.
I Positron Response: Read & Understood I
Upon discovering any provisions in the contract that are contrary to or inconsistent with any law,
ordinance, regulation, order or decree, the Bidder shall immediately report it to Monroe County, FL.
in writing.
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It may not be disclosed to lhird parties without prior written pennissiOll from Positron.
Positron Public Safety Systems Corp. Page 13 of89
Monroe County, FL July 16, 2002
I Positron Response: Read & Understood I
9. Warranty
Bidder shall warrant that all newly purchased equipment performs in accordance with equipment
specifications. The warranty shall remain valid for twelve (12) months from the date of equipment
installation. The warranty shall fully cover workmanship, materials and labor on repairs. Under this
warranty, the Bidder shall remedy at his own expense any such defect. Bidder shall guarantee the
availability of service assistance, repairs, and spare parts for a minimum of seven (7) years after
equipment delivery.
Positron Response: Comply .
Positron's standard warranty statement is as follows:
For the term of the Warranty extending from the date of shipment, Positron warrants the
equipment to be free from defects in material and workmanship. In the event that during the
term of the warranty the product should prove to have material or workmanship defects,
Positron will repair, or at its discretion, replace the defective equipment. No equipment of any
kind may be returned without prior authorization and specific shipping instructions from
Positron and Positron cannot accept any responsibility for material returned without such
authorization.
Positron's standard Warranty period for products covered by this agreement will be twelve
(12) months from the date of installation or eighteen (18) months from shipping date. This
warranty does not apply_ to defects or malfunctions caused by abuse, accident, modification,
negligence, disaster such as fire, flood, wind, and lightning or any other damage not resulting
from defects in material or workmanship or reasons beyov.d the control of Positron.
This warranty is in lieu of and excludes all other warranties expressed or implied including but
not limited to the implied warranty of merchantability or fitness for a particular purpose.
There are no warranties which extend beyond this limited wa,rranty and in no event shall
Positron be liable for loss of anticipated profits, incidental or consequential damages, loss of
time or other losses incurred in connection with the operation, possession or use of the
equipment.
Tho ;.,onmtim~""''' "''''- . """"""".. "''',m''' ;,...... wk', I~ "" """"",.1 ~.~.m.11 POSIT RON
It may not be disclosed to third parties without prior writfa1 pcnnission from Positron.
-.--
Positron Public Safety Systems Corp. Page 14 of89
Monroe County, FL July 16, 2002
10. Service Life
Telephony hardware shall be designed for a minimum often (10) years total service life from date of
equipment installation.
I Positron Response: Comply I
Computer hardware shall consist of high-quality off-the shelf IBM-PC compatible workstations from
reputable manufacturers.
Positron Response: Comply
Positron uses Compaq computer hardware which has been laboratory tested to meet the
performance and reliability requirements of the Positron Power 911 platform.
11. Equipment of Current Production
Only new equipment of the latest design in current production will be considered and purchased,
Monroe County existing state of the art equipment shall be re-utilized and tested to assure latest
hardware and software revisions. Monroe County will in no case accept used, reconditioned or
obsolete equipment as additional equipment from the successful bidder. Only equipment that meets
current industry standards will be considered.
I Positron Response: Comply I
12. Indemnify and-Hold Harmless
Bidder shall indemnify and hold harmless the City of Key West, FL. and Monroe County, FL., its
agents, servants and employees against all claims, demands and judgments made or recovered
against them for damages to real or tangible personal property or for bodily injury or death to any
person or any claim arising out of, or in connection with this Request For Proposal, where such
damage, injury, death or claim was caused by the negligenCe of Bidder, or subcontractor of
Bidder or their employees, servants or agents. Monroe County, FL. agrees to notify Bidder promptly
of any claim or demand, and to cooperate with Bidder in a reasonable way to facilitate the settlement
or defense of such claim or demand.
I Positron Response: Comply I
Tho mtomalioo~"" m ..........' . __.. ""'.... "'" ;, """'" ""'" fM "" ,...... of "".......11 POS JTRON
It may not be disclosed to third parties without prior wriucn pennission from Positron..
Positron Public Safety Systems Corp. Page 15 of89
Monroe County, FL July 16,2002
13. Non Discrimination
All Bidders agree that during the life of the contract, the Bidder will not discriminate against any
employee or applicant for employment because of race, color, creed, national origin or ancestry and
will intend a similar provision in all subcontracts entered into for the performance thereof..
I Positron Response: Comply I
14. Documentation
The proposed system shall include complete printed and bound system manuals and user
documentation delivered to Monroe County. In addition, all.documentation shall also be provided in
electronic format (Adobe Acrobat PDF)
on CD.
Positron Response: Comply
Every Positron product is furnished with a complete set of system documents. Because
products are structured within our MRP (Materials Requirement Planning) system to call up
their particular documents, products are always shipped with appropriate documentation.
System documents provide an overview of the product, followed by applicati~n, setup,
configuration and usage descriptions.
In addition, documents are designed for training courses given to serve a product.
All documents are available in both paper-bound format and soft copy format (.pdf (Adobe
Acrobat)) on CD-ROM. -
Tho .......on~..... in ""........ . _" Poo'_'" ., otfo<d _ fa "'" """",,.f ~'I....on.11 POSITRON
It may not be disclosed to third parties without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 16 of89
Monroe County, FL July 16, 2002
I
15. Training
Bidders shall include with their proposal course outlines for both Call-taker and
System Administrator Training.
Positron Response: Comply
Positron is proposing Call-Taker and Administer training.
As an option, Positron is proposing the Lifeline 100 technical training class and the Power 911
Installation & Configuration class at the customer site. These courses are designed to provide
on site technical support personnel with the necessary troubleshooting and problem resolution
skills. As a result, Monroe County can become self proficient and be able to maintain their own
system.
Course outlines are described below.
Call Taker Course
By the end of this course, participants will know how to:
. Answer a 911, emergency and administrative call, transfer a call to another agency or telephone number and identify
caller's location
. Create, dispatch and close an incident (If Applicable)
. Manage calls
. Recognize SOP and Premise information (If Applicable)
. Broadcast messages
. Update their personal speed dial phone book
Benefits
This course introduces the use of the Power911 call taking system and all the features required to perform the functions
of Call Taker. As a hands-on course the learner will soon become confident with its use and Call Takers will find that
they can inunediately start using the Power911 system.
Prerequisites
Students must be accredited call-takers per the requirements of their place of employment.
Who Should Attend
This course is designed for Call Takers and PSAP administrators who will be using Power911 to perform their jobs.
Individuals taking this course must already have a good understanding of the 911 call taking functions.
Duration of Course
Four hours
Course Content
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It may not be disclosed to third parties without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 19 of89
Monroe County, FL July 16, 2002
. Adding Positions
Configuring Agency Data
. Introduction to Agency Data
. Adding Agencies
. Modifying and existing Agency telephone
Configuring Incident Data
. Introduction to Incident Data
. Introduction to Incident Data
. Establishing Incident Priorities
. Providing Generic TDD Questions
. Creating Incident Types
. Modifying Incident Types
Configuring Agent Data .
. Introduction to Agent Data
. Modifying button layouts
. Adding and deleting buttons
. Adding and removing Agents
Writing Standard Operating Procedures (SOP) and Premise Information
. Introduction to SOPs and Premise Information files
. Writing an SOP and Premise Information files
. Modifying a pre-written file
. Preparing the SOP and Premise Information for use in Power 911
Power
. Preparing Power MIS reports for scheduled reporting
. Preparing historical reports
Hands On Exercises
This section of the course will be hands on configuration exercises.
-
Tho m_ _ m'" .......,..- ......... "'" ..""'" ..ldy(<<" .......o(...,~....11 POSITRON
It may not be disclosed to third parties without prior writtal permission from Positron.
Positron Public Safety Systems Corp. Page 20 of 89
Monroe County, FL July 16, 2002
LifeLine 100 Technical Traininl!
By the end of this course, participants will know how to:
. Install the LifeLine 100 E911 Controller
. Program/Configure LL-IOO E911 Controllers
. Maintain and Troubleshoot LL-I 00 E911 Controller
Benefits
The LifeLine 100 E911 Controller is the heart of the 911 System Understanding, building and configuring LifeLine 100
is essential to the installation and configuration of all other components in the total family of IWS products. This hands
on course provides the groundwork needed to successfully install an E911 system.
Who Should Attend .
This Course is intended to those individuals having to install LifeLine 100 equipment in preparation for the installation
of lAP and IWS software solutions.
Prerequisites
Learners coming into this course should have prerequisite knowledge of
. Using a terminal emulation program
. RS-232 and data communication concepts
. RS-422 Concepts
. Microprocessor based systems.
. POTS, IAl, PBX, DID trunks and Central office operations.
Ideally individuals coming into this class will have already installed 911 trunks in a PSAP and understand how they
work.
-
Duration of Course
Five days
Course Content
Introducing LifeLine 100 as E911 equipment
Operating the E9-1-1
. E9-I-l trunking operation including ANI
. Introducing an ALl Database
Tho ,......... ""..... ;. ~;. '""""'" ".- '" PM;_ "" """""" '""~..... P...... of ~"".....II POS ITRON
It may not be disclosed to third parties without prior written pennission from Positron.
--.---
Positron Public Safety Systems Corp. Page 21 of 89
Monroe County, FL July 16, 2002
Identifying Peripheral Equipment for E9-1-1
Operating peripheral equipment
. Connecting to a CAD
. Integrating to an ACD
. Operating the Maintenance Tenninal
. Installing a Maintenance Printer
. Installing a ACDR Printer
Identifying Configurations for LifeLine 100
Understanding Transfer Types .
. Perfonning a Voice Transfer
. Perfonning a Data Transfer
. Performing a 911 Transfer
Configuring the LifeLine 100 System
Operating LifeLine 100 Hardware
Identifying LifeLine 100 hardware
. COM Module
. SIO Module
. MCM Module
. SIG Module
. NIM Module
-
. CLIC Module
. KSI Module
Identifying AC/DC power supplies
Identifying Optional DC supplies
Identifying Ringing Generator
Th< ........"" ""'...... m "" ".",.,w " ...,...". " ....,- "'" " .......""'" .. tho 1""'''''' .f ""'........11 POS ITRON
It may not be disclosed to third parties without prior written pennission from Positron.
~
Positron Public Safety Systems Corp. Page 22 of 89
Monroe County, FL July 16,2002
Identifying 10 V AC/SIG
Installing LifeLine 100 components
. LifeLine lOO System Cabinet
. Integrating to a lA2 key system
. Alarms
. Optional Recorder
. Optional CUC'S
. External Peripherals
. Maintenance Terminal
. Maintenance Printer
. Maintenance ACDR Printer
. Cross connection lA2/ACD
. Concentrator
. Interconnect Panel
. Batteries
. Power
. Ground
. EL displays
Configuring LifeLine 100 System
. Configuring the Single Shelf 9ption
. Configuring the Multi Shelf option
-
Programming LifeLine 100
Testing the system
Troubleshooting techniques
Review
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It may not be disclosed to third parties without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 23 of 89
Monroe County, FL July 16,2002
Power 911 Installation & Confie:uration
By the end of this course, learners will know how to:
. Identify the Components of a Power 911 Network
. Identify Minimum Hardware Requirements
. Install Windows NT Server 4.0 and NT Workstation 4.0 Configured for Power 911
. Configure Hardware/Software Components
. Install and Configure Power 911 and Configurator
. Bring the Power 911 Client/Server and Workgroup Network Up and Running
. Navigate the Configurator
. Use database control functions
. Configure Trunks, Positions, Agencies, Incidents, Agents and System data
. Configure a new Site using regional information
. Import a Pre-configured Data file
Benefits
This intensive course is designed to provide a working understanding of the installation and configuration of Power 911.
As hands on, lab oriented class, learners will build and configure a Power 911 software network from beginning to
completion.
Who Should Attend
This course is designed for technical support professionals and other individuals who will be installing Power 911
networks. It is also a prerequisite course for other IWS software installati~n courses.
Prerequisites for this course are LifeLine 100 Technical Training (#960100,960150,960200 or 960250), lAP Plus
Technical Training (#960300, 930350, 960400 or 960450) and Windows NT 4.0 for Public Safety (#960700, 960750,
960705 or 960710)
Duration of Course
Five days
Course Content
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Positron Public Safety Systems Corp. Page 24 of 89
Monroe County, FL July 16, 2002
Identifying the Components of a Power 911 Network
. Introduction to the Power 911 system
. Identify a Client/Server installation versus a PowerLite installation
. Check list and identification of all Network components
. Description of each network component function
. Description of Microsoft SQL function
. Description of the Object Server function
Identifying Minimum Hardware Requirements
. Verifying the hardware components installed
.
. Verify which components need to be installed
Installing Windows NT Server 4.0 and NT Workstation 4.0
. Installing Windows NT Server 4.0
. Installing Windows NT Workstation 4.0
. Customize Windows NT
Installing and Configure Power 911 and Configurator
. Install Power 911 Object Server
. Install Power 911 Workstation
. Configure the POWER 91UNI file
. Verify all Network settings -
. Configure the ODBC
Bringing the Power 911 Network Up and Running
· - Connect all components of the Power 911 netwoIk
. Verify all settings and connections on the Check list
. Bring the network up and functioning
I I
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Positron Public Safety Systems Corp. Page 25 of 89
Monroe County, FL July 16, 2002
Navigating the Configurator
. Logging On to Configurator
. Using the File Menu
Use database control functions
. Expanding and Collapsing Data Views
. Managing Table Content
. Configuring Properties
. Referencing and Linking
.
Configuring Trunk Data
. Introduction to Trunk Data
. Configuring Trunk Groups
. Configuring Trunks
. Configuring NPA's
. Configuring NNX's
Configuring Position Data
. Introduction to Positions
. Configuring Positions
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Configuring Agency Data
. Introduction to Agency Data
. Configuring ESN's
. Establishing Agency Types
. Creating Templates
. Establishing Agencies
Configuring Incident nata
. Introduction to Incident nata
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Positron Public Safety Systems Corp. Page 26 of 89
Monroe County, FL July 16, 2002
. Introduction to Incident Data
. Establishing Incident Priorities
. Providing Generic TDD Questions
. Creating Incident Types
. Establishing Incident States
Configuring Agent Data
. Introduction to Agent Data
. Creating Profiles
. Creating Dynamic Lists
.
. Preparing Feature Buttons
. Preparing Line Buttons
. Preparing Macro Buttons
. Preparing Queue Buttons
. Preparing Primary Transfer Buttons
. Preparing Secondary Transfer Buttons
. Preparing Agent Groups
. Preparing Agents
Configure System Data
. Introduction to System Data
. Introduction to System Data Configuration
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. Configuring Systems
Importing a Configuration
. Introduction to Importing a Configuration from another. source
. Creating a Local Copy
. Modifying the Configuration
Writing Standard Operating Procedures (SOP)
. Introduction to SOP's
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Positron Public Safety Systems Corp. Page 27 of89
Monroe County, FL July 16, 2002
. Writing an SOP
a, Modifying a pre-written SOP
.
. Preparing the SOP for use in Power 911
Configure A New Site Using Regional Information on Pre-prepared Forms
Hands On Exercises
The majority of this course will be hands on and will entail building a complete Power 911 network.
After the network has heen completed it will be configured using data files.
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Positron Public Safety Systems Corp. Page 28 of 89
Monroe County, FL July 16, 2002
16. Maintenance Agreement
16.1 Maintenance Program
Maintenance of all new equipment installed as a result of this RFP shall have a one (I) year warranty
maintenance program starting upon final acceptance of the entire system. Monroe County's
previously purchased equipment is currently under a long term maintenance agreement.
I Positron Response: Comply I
16.2 Support Access
Both warranty and contract maintenance shall be provided o~ a seven days a week, twenty-four (24)
hours a day basis, to include weekends and holidays. In addition, the Bidder shall provide a 1-800-
number phone access to Bidder's own technical support twenty-four (24)-hours a day basis, to
include weekends and holidays.
Positron Response: Comply
Positron's Technical Customer Support department is a growing department with over 30
people including 24 qualified technicians dedicated to providing the highest level of telephone
and field support to its_ customers. The department combines a centralized_ Help Desk and 7
Field Support offices. The department is ISO 9001 certified. The Technical Customer Support
department is also responsible for answering Engineering Complaints and issuing Technical
Advisories to its customer base.
Positron offers varying levels of Service Level Agreements which derme all aspects of the level
of responsibility for problem handling.
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The Technical Customer Support Group maintains a 7x24 Help Desk accessible through a toll
free hotline. The Help Desk provides complete technical support and assistance to the caller
for all Positron products. The Help Desk is aided by a fully automated, BellCore compliant
Help Desk support system which uses heuristic programming to provide complete problem
information recording and troubleshooting assistance.
When a call comes in, it is quickly answered by dedicated Help Desk Agents. The Agent takes
the caller's general information such caller identification, system description, problem
description and call back information. The caller is given a reference number for the trouble
ticket and is passed onto a Help Desk Technician for problem resolution. If there are no Help
Desk Technicians currently available, the caller is called back within 30 minutes.
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Positron Public Safety Systems Corp. Page 29 of 89
Monroe County, FL July 16, 2002
The Help Desk Technician determines the nature, severity and priority of the call. The Help
Desk Agent then works over the phone and through dial-in facilities to troubleshoot and
resolve the problem with positive feedback and closure from the caller. Problems which are
not resolved within predefined time limits are automatically escalated to senior management
within Sales, Product Management and Engineering for action.
The Technical Customer Support department personnel are fully trained on all components
and infrastructure of its products, including:
. All Positron Engineered hardware including the Life Line 100, lAP, lAP Plus, and Express
TDD.
. All Positron developed software, including Power 911, Power MIS, and Power MAP.
. All infrastructure equipment purchased from Positr.on, including networking equipment,
PCs, operating systems, peripherals, UPS and alarms.
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Positron Public Safety Systems Corp. Page 30 of 89
Monroe County, FL July 16, 2002
Positron works with all callers to identify the root cause of the problem, whether resulting
from its equipment or software, or another vendor's equipment which is having an impact on
the normal operation of Positron systems. Troubleshooting assistance stops once a problem has
been demonstrated to be another vendor's equipment. Positron does not provide technical
assistance for other vendor's equipment outside of this identification.
16.3 Critical Maintenance
Critical Maintenance Requirement is defined as any problem that jeopardizes or degrades the overall
performance of the system. The Bidder shall provide in their technical proposal their response times
to the PSAP in any Critical Maintenance Requirement. The areas covered under Critical are:
Networking, ANI and ALl Controllers, Electronic Sets, Displays, Telephone Controller Equipment,
Continuous Printer(s) and Display Terminal(s). Bidders must define their maximum response time
parameters. .
Positron Response: Comply
Response Times for Repair Services
Priority Setting
At PPSS, we base our response time - and the actions we take to resolve a problem on the
impact of the problem on your operations. The following table provides our priority level
definitions and response objectives - the more critical the operational impact the higher the
priority. We ask you to confirm your commitment to providing the assistance that we will
require to resolve your problem in accordance with the priority level established. If you are
unable to provide the commitmentidentified, the priority level may be downgraded
accordingly.
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Positron Public Safety Systems Corp. Page 31 of89
Monroe County, FL July 16, 2002
Targeted Status
Severity Description Call update
Center
response
time
1 Product failurelLoss of service 15 minutes On-line
This class of problem is service affecting and deemed an on-going
critical problem which requires immediate action. Service affecting
where service lost means ability of Center to properly perform their
duties and no work-around is available
Such problems would involve system failure, major loss of
functionality, which renders the part of the system inoperable. Such
as loss of voice, TDD, ability to transfer calls. .
2 Severely impaired functionality 30 minutes Daily
This class of problem is a feature affecting and deemed an on-
going problem that requires immediate action. Feature affecting
means loss of a feature that ~ts the ability of the Center to
perform their duties but the core abilities are unaffected.
Such problems would involve the failure of or loss of functionality
of any non-critical functional component/feature, however the
system is still operable.
3 Non critical system failure ( Non service affecting) During Daily
business
This class of problem requires action from the Support Center hours
within a short time. Such problems may cause performance
degradation or system components to not function according to
specification.
4 Minor problem or query During Weekly
business
This class of problem is non-service affecting. It inch ides incorrect hours
operation of minor functionality or system components that are
infrequently used, and problems which have feasible work-around
available.
Categorization of which components are non-critical wiD be agreed on a customer basis, depending on
their system configuration.
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Positron Public Safety Systems Corp. Page 32 of 89
Monroe County, FL July 16, 2002
16.4 Normal Maintenance
Normal Maintenance Requirements is defined as those problems that do not affect the overall
performance of the system, but still require attention. The Bidder shall provide in their technical
proposal their response times to the PSAP under Normal Maintenance Requirement. Bidders must
define their maximum response time in parameters.
Positron Response: Comply
Please refer to table in section 16.3 for all response times.
16.5 Warranty, Spare Parts
During the First Year New System Warranty Period following the date of final acceptance, the
Bidder shall, upon notification by the PSAP Agency of any malfunction, make the necessary repairs,
including labor and materials, at the Bidder's expense, for all new equipment purchased.
Replacement and spare pacts will be available for at least seven (7) years after final acceptance of the
system. Should the manufacturer discontinue this product or cease to do business, the Bidder agrees
to stock an adequate supply of components.
Positron Response: Comply
Please refer to warranty statement in section 1.9 - General Requirements.
17 Service
17.1 Service Facility
The Bidder shall identify the location of, or establish by the date of equipment delivery, a factory-
trained and certified service facility equipped with the instrumentation necessary to provide service
on the proposed system.
Positron- Response: Exception
Positron is not proposing anyon-site maintenance services as part of this proposal.
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Positron Public Safety Systems Corp. Page 33 of 89
Monroe County, FL July 16, 2002
17.2 Service Report
The Bidder shall furnish a service report to Monroe County, FL., E911 Co-ordinator upon
completion of each maintenance call and maintain a service record for each piece of equipment
serviced. A copy of this record shall be kept at the PSAP. The report at a minimum shall include the
following:
A. Date and time notified (verified and initialed by PSAP Supervisor on Duty).
B. Date and time of arrival (verified and initialed by PSAP Supervisor on duty.).
C. Type and model number(s) of equipment serviced.
D. Time spent for repair.
E. Time the repair was completed.
F. Service that was completed.
G. Description of the malfunction.
H. List of parts replaced. .
I. Action taken to prevent reoccurrence.
Positron Response: Exception
Please refer to our response to Section 17.1 above.
18. Evaluation Criteria
18.1 General
The Evaluation of all responses received will consist of any initial and final (detailed) review as
follows:
I Positron Response: Read & Understood I
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18.2 Initial Review
The initial review will evaluate all submissions for conformance to stated guidelines, to eliminate all
responses which would deviate substantially from the basic intent of the request.
I Positron Response: Read & Understood I
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Positron Public Safety SysteJflS Corp. Page 34 of 89
Monroe County, FL July 16, 2002
18.3 Final Review
The final review will consist of the following:
. Evaluate the technical content of the offering to determine which total configuration will best
satisfy successful development and implementation of an Enhanced 9-1-1 Emergency
Communications System. The Bidder may be requested to give an oral presentation of their
subrnission at their expense.
. The Bidder's level of experience and financial stability in telecommunications.
. Prices quoted for the system.
.
. ~e Bidder's performance and service record with similar projects.
I Positron Response: Read & Understood I
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Positron Public Safety Systems Corp. Page 35 of 89
Monroe County, FL July 16,2002
SECTION II
OVERVIEW / PROFILE
OF RFP
2.0 Overview / Profile
2.1 Project Summary
The City of Key West, Florida is building a new police administration building at 1600 North
Roosevelt Boulevard, Key West, Florida. The E9-I-l PSAP will be relocated to this new facility.
Currently the City of Key West PSAP is located at 525 Angela Street in the City of Key West and
will be movin~ to the new location. Construction plans at this time indicate a E9-l-l move date of
November 1St , 2002. Bidders should take into consideration that this date is preliminary and
construction changes could vary the actual move date.
Currently the City of Key West E9-1-1 center consist of three (3) Positron lAP answering positions,
supported by a Positron Life Line system. While this system is a fully enhanced 911 system, it also
has an independent ALI! ANI back up data base on site. BellSouth is the E9-l-1 service provider and
has a long term maintenance agreement for the on site equipment.
I Positron Response: Read & Understood I
2.2 New Facility
The new E9-l-1 facility located at 1600 North Roosevelt Boulevard, Key West, Florida will consist
of four (4) call taker positions. These positions will include lAP panel mount units, backroom
equipment and a stand-alone database. This new facility will be upgraded to include four (4)
Positron Power work-stations or equivalent to be compatible-with Monroe County existing
equipment.
I Positron Response: Read & Understood I
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Positron Public Safety Systems Corp. Page 36 of89
Monroe County, FL July 16, 2002
2.3 Existing Equipment
Monroe County, Florida is the owner of a large amount of recently purchased Positron 911
equipment. This equipment will be available to the successful bidder to utilize while constructing the
new E9-1-1 center in the City of Key West, Florida. This should substantially reduce the cost of
construction and facilitate this project. Bidders should request a inventory of this equipment to
simplify the RFP process and minimize the new equipment purchases.
Positron Response: Read & Understood
2.4 Transition
Both Monroe County and the City of Key West desire a turnkey transition for this project. To
prevent any interruption in 911 service the new facility should be constructed, tested and functional
prior to the actual cut-over date, while maintaining the exist~ng facility in an operational mode at the
old location. In this manner cut-over can be achieved by simply having the 911 service provider re-
directthe 911 calls to new trunks installed at the new facility..
I Positron Response: Comply I
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Positron Public Safety Systems Corp. Page 37 of89
Monroe County, FL July 16,2002
SECTION III
TECHNICAL SPECIFICATIONS.
3.0 TECHNICAL / EQUIPMENT SPECIFICATIONS
3.1 General Equipment Specifications
The intent of these specifications is to provide a complete and satisfactory operating Enhanced 9-1-1
Emergency Communications System, with ANI and ALl for Key West, Monroe County, Florida
Public Safety Answering Point (pSAP). All equipment and installation material required to fulfill the
above shall be furnished and installed whether or not specifically enumerated herein. The installation
will be handled as "turnkey proj ect," including delivery, installation and satisfactory check out of all
equipment. .
I Positron Response: Read & Understood I
Installation of all equipment and wiring will be the total responsibility of the Bidder. The Bidder will
have total responsibility for system compatibility and successful performance. The only work not
included in the installation project would be work involving building construction (e.g., moving or
adding any necessary doors, walls, etc.).
I Positron Response: Read & Understood I
3.2 Performance
A distributed processor architecture shall be used so as to meet the performance demanded by an E9-
1-1 environment. Every module shall function independently of the others. There should be no
situation in which a processing bottleneck could occur. -
Positron Response: Comply
The non-blocking design of-the Life Line 100 controller ensures that all calls can-be processed
simultaneously, eliminating a~y potential bottlenecks. Each Network Interface Module (NIM)
is connected to only one 9-1-1 trunk. System reliability is enhanced by Life Line 100's
distributed microprocessor architecture allowing each module to operate under its own
control. This independent operation ensures no single point of failure. Built-in redundant, hot
stand-by modules ensures uninterrupted service and makes the Life Line 100 ideally suited to
critical E9-1-1 applications.
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Positron Public Safety Systems Corp. Page 38 of 89
Monroe County, FL July 16, 2002
The existing Life Line 100 controller is fully compatible with AT&T database communication
protocol, and transmits requests for ALl information to the ALl database on two ports.
Each call processing module shall be equipped with a dedicated MF receiver to avoid delays in
decoding ANI. (Systems which force incoming calls to wait for an available MF receiver before
presenting the call will be given secondary consideration.)
Positron Response: Comply
The NIM module in the Life Line 100 is designed to perform call processing, central office
interface and telephone set functions. One NIM card is provided for each incoming E9-1-1
trunk. Every NIM performs its functions independently of the other NIMs on the shelf. This
includes the reception and decoding of MF tones. Every ~IM module has a built-in MF
receiver to ensure a total non-blocking architecture.
Communication with the ALl database shall be full duplex.
I Positron Response: Comply I
ALl requests shall be made immediately after ANI has been decoded. (Systems which wait for the
call taker to go off-hook before sending requests for ALl will be given secondary consideration).
I Positron Response: Comply I
3.3 Reliability
No single point of failure will render the system non-functional.
Positron Response: Comply -
Positron has configured the proposed Life Line 100 controller to include full redundancy. The
following describes the redundancy features available on the proposed Life Line 100 E9-1-1 system.
Power
The Life Line 100 AC/DC module provides DC power to the system and offers the possibility of
recharging the battery backup module, if installed. The ACIDC module is installed redundantly on
each shelf. Therefore, when redundant modules are available, one module provides power to the
system and the other remains on standby. The inactive ACIDC module becomes functional if the
first one fails.
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Positron Public Safety Systems Corp. Page 39 of 89
Monroe County, FL July 16, 2002
Conclusion: No single point of failure.
Communications Module
The COM module communicates with all modules on a per shelf basis, each via independent links. It
also provides communication to external devices such as the ALl database and all other system
administrative ports. Battery backup is provided for the clock/calendar and RAM banks by an on-
board lithium battery. The COM module on each shelf is configured for redundancy. One module
then operates in Active mode, and the other in Standby mode. Each module monitors the health of
the other by monitoring hardware handshaking signals, as well as those generated by the software.
The standby module becomes functional if the first one fails.
Conclusion: No single point of failure. .
Serial I/O Module
The SIO module provides communication :with up to twelve displays on a per shelf basis.
Independent ports and links are provided to each display. A failure of one port or link does not cause
a complete module failure. Each display can operate independently of another. The S10 module on
each shelf is configured for redundancy. One module operates in Active mode, and the other in
Standby mode. Each module monitors the health of the other by monitoring hardware handshaking
signals, as well as those generated by the software. The standby module becomes functional if the
first one fails.
Conclusion: No single point of failure.
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Positron Public Safety Systems Corp. Page 40 of 89
Monroe County, FL July 16, 2002
Shmalin2: Module
The SIG module provides the generation of both lamping and ringing. The lamping generator
converts -48 VDC from the Life Line 100 into 10 V AC. This provides a lamping battery source on
IA2 key signaling equipment. The ringing generator converts -48 VDC from the Life Line 100 into
105 V AC. This provides a ringing battery source for application to a network or to an external
ringing device. The SIG module on each shelf is configured for redundancy. One module operates in
Active mode, and the other in Standby mode. The NIM modules monitor the lamping and ringing
and automatically cause the switchover of the SIG module. The standby module becomes functional
if the first one fails. With the Positron Life Line 100, should any module fail that will not allow the
presentation of a call, the system can automatically busy-out the associated 9-1-1 trunk to the CO.
This alerts the CO of a problem immediately. Any failure within the system will also create an alarm
condition. This can be either a local alarm, a remote alarm, ~r both. This ensures immediate
attention, ~ven when modules are installed redundantly.
Conclusion: No single point offailure.
Network Interface Module
The NIM module is designed to perform call processing, central office interface and telephone set
functions. The NIM Module cannot be installed redundantly due to the inability of the network to
provide redundant 9-1-1 trunks. However, all major components on the NIM module are redundant.
These include:
(a) Call progress tone generator
(b) Call progress tone receiver
(c) DTMF receiver
(d) DTMF generator
(e) Ringing voltage selection -
(f) Ringing voltage detection
Every NIM performs its functions independently of the COM module, or other NIMs on the shelf.
This includes the reception and decoding ofMF tones. Every NIM module has a built-in MF
receiver to ensure a total non-blocking architecture. The COM module only provides the NIM with
configuration information. The NIM provides the COM module with ANI information, agent
connection/disconnection information, as well as statistical, maintenance, and other information
related to call processing. Should one module fail, it affects only the trunk associated with that
module and does not create a complete system failure.
Conclusion: No single point offailure.
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Positron Public Safety Systems Corp. Page 41 of 89
Monroe County, FL July 16, 2002
Processing power shall be distributed among the E9-1-1 controller modules. There will be no central
controlling module, and all modules shall function independently of each other.
I Positron Response: Comply I
Each line interface / call processing module will serve one trunk, one call taker, and one transfer
position. The state of a line interface/call processing module shall have no effect on the performance
of another. This is necessary in order to prevent heavy trunk traffic, false trunk seizures, line failures,
or defective line interface/call processing cards from affecting service to trunks handled by other
line interface/call processing cards on the E9-1-1 controller.
I Positron Response: Comply I
Hardware redundancy and automatic switchover shall be provided on the various modules where
appropriate.
I Positron Response: Comply I
Modules that provide communication to external devices such as ALl databases and all other system
administrative ports shall be configured with redundancy. One module shall operate in an active
mode and the other in standby mode. The standby module shall become functional automatically if
the first one fails.
Positron Response: Comply
The COM modules in the Life Line 100 controller provide this functionality and are
configured redundantly,- as described previously.
Modules that provide communication to ANI! ALl display shall be configured with redundancy. One
module shall operate in an active mode and the other in standby mode. The standby module shall
become functional automatically if the first one fails.
Positron Response: Comply
The COM modules in the Life Line 100 controller provide this functionality and are
configured redundantly, as described previously.
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Positron Public Safety Systems Corp. Page 42 of 89
Monroe County, FL July 16, 2002
lfthe module provides communication to more than one display,independent ports and links shall be
provided to each display. A failure of one port or link shall not cause a complete module failure.
Each display shall operate independently of another.
Positron Response: Comply
The SIO modules in the Life Line 100 controller provide this functionality and are configured
redundantly, as described previously.
All power supplies shall be redundant and distributed. A power related fault on a E9-1-1 controller
module shall not affect the power supplied to other modules.
Positron Response: Comply
Power for the Life Line 100 components is provided via redundant AC/DC modules on each
Life Line 100 shelf.
It shall not be necessary to power down the E9-1-1 controller in order to replace modules. In
addition, it shall be possible to remove redundant modules that are in standby mode from the E9-1-1
controller without any interruption in service. All redundant modules shall be accessible directly
from the front ofthe controller without the need of removing cables from the rear,ofthe controller or
module.
I Positron Response: C9mply I
DC power battery backup for the E9-1-1 controller shall be provided as an option.
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I Positron Response: Comply I
3.4 Expansion
The E9-1-1 controller shall be modular, supporting from one (1) to over (100) E9-1-1 Trunks in
increments of One (1) Trunk with appropriate additional equipment.
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Positron Public Safety Systems Corp. Page 43 of 89
Monroe County, FL July 16,2002
Positron Response: Comply
The Life Line 100 Controller has been engineered to meet the strict demands of E9-1-1 Emergency
response. The built-in modularity allows customers to design a system capable of meeting current
needs and budget with easy future expandability. The following summary provides basic
information on system expandability:
. The Life Line 100 controller equipment is contained in seven (7) foot Cabinets. Each cabinet
can hold up to three (3) shelves of controller equipment.
. Each controller requires a minimum of one (1) shelf, which may be expanded to sufficient
shelves to accommodate over 100 trunks.
. Each shelf is capable of containing from one to eight 9-1~1 trunk cards (NIM Cards) and in most
applications each shelf can provide up to twelve display ports for call-taker displays. (particular
configurations may cause variations).
The addition of call-taker positions or extra 9-1-1 trunks may be as easy as just adding additional
telephones and displays or NIM cards to the existing system. In some instances it may be necessary
to add an additional shelf (and possibly cabinet) in order to expand to a given number of positions or
trunks.
Each controller shelf shall accommodate up to Eight (8) E9-1-1 Trunks. It shall be possible to
populate any empty Trunk card slot simply by adding a Trunk Interface Card, without requiring
software or hardware upgrades (other than the
additional Trunk Interface cards).
I Positron Response: Comply I
Answering Position handling shall be modular as well, with the ability to scale from 1 to over 100
answering positions with appropriate additional equipment.
I_Positron Response: Comply I
3.5 Specific E911 Controller System Features
All features described in this section relate to North American Standards for E9-1-1 systems in both
trunking and central office features.
I Positron Response: Read & Understood I
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Positron Public Safety Systems Corp. Page 44 of 89
Monroe County, FL July 16, 2002
3.5a Voice Transfers
The E9-1-1 controller shall be equipped to perform tandem voice transfers. Voice transfers may be
either speed or manually dialed. Once a transfer connection is established, the equipment will allow
a three-party voice conference.
Positron Response: Comply
The Life Line 100 executes requests for dial-up line voice transfers. It is equipped to perform
voice transfers directly within the unit, or alternatively at a tandem CO. Voice transfers may
be either speed or manually dialed. A Life Line unit may be connected to up to eight dial-up
transfer lines per full shelf.
When a transfer connection has been established, a three:party voice conference can be held.
The unit gives the call taker the option to mute the 9-1-1 caller in order to speak confidentially
with the transfer position. The transfer position may do the same provided it is equipped with
a Positron ANI/ALl display and control device, and a telephone link to the Life Line Unit.
The voice transfers feature allows each call taker transfer button to be programmed with up to
four telephone numbers to the same destination. This feature is attractive when a destination
is equipped with two, three, or four telephone lines. If a first request to transfer to this
position is met with a busy signal, a call taker could immediately ring the same destination via
up to three alternate lines by simply touching the same transfer key a second, third, or fourth
time.
3.5b Incoming Trunks
The E9-1-1 controller shall be equipped for a customer defined number of E9-1-1 Trunks, with each
trunk card individually configurable to either standard CAMA with MF signaling, or to Enhanced
MF for 10/20 digit handling.
Positron Response: Comply
Positron has sized its system to accommodate 8 E9-1-1 trunks.
J.5c Logging Recorder Interfaces
The proposed system shall provide start signals for logging recorders and call check conversation
recorders. The start signal should be activated when the call taker goes offhook, and deactivated
when the call is released.
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Positron Public Safety Systems Corp. Page 45 of 89
Monroe County, FL July 16, 2002
Positron Response: Comply
The proposed Life Line 100 includes a recorder feature which provides the control signals
necessary to record the conversation between an incoming caller, an answering agent, and/or a
third party. The Life Line system provides nine (9) dry contact recorder start leads per shelf.
This permits connection of up to eight single track recorders per shelf (one per answering
position line) and/or one 8 track recorder per shelf. Recorders are started when an agent
answers an incoming call. Recorders are stopped when the call is released.
Alternatively recorders may be connected directly to the answering position equipment.
It should also be noted that each Power 911 position will include the Power 911 Integrated Call
Recorder module. .
3.5d Buzzer/Relay Contacts
Four independent solid state relay contacts shall be available for switching of AC or DC powered
devices.
Two of the contacts shall be controlled by the call processing modules and will allow selective
ringing depending on which trunk is originating the call.
The two remaining relay contacts shall respond to open or close commands entered as DTMF tones
dialed from call taker telephone set keypads (for remote control of doors, air conditioners,...)
I Positron Response: Comply I
-
3.5e Alarms
Three alarm levels will be generated in response to abnormal occurrences requiring the attention of
maintenance or supervising personnel:
Minor.
-
_ Major.
Critical.
-
Four solid state relay contacts shall be provided, three of which correspond to an alarm level.
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Positron Public Safety Systems Corp. Page 46 of 89
Monroe County, FL July 16, 2002
Positron Response: Comply
In order for maintenance personnel to be alerted when trouble conditions are detected by the
Life Line, trouble conditions must be classified according to their level of gravity. Trouble
conditions are classified as shelf down, critical, major, or minor. Each existing trouble
condition must be assigned a critical alarm, a major alarm, a minor alarm or no alarm. In
addition, a threshold can be assigned to different types of trouble conditions. This threshold
indicates the number of times an alarm condition must occur before a higher alarm level is
triggered. Critical, major, and minor alarms are alerted by alarm indicators. Alarm
indicators include visual signals (LEDs), audible signals (buzzer or beeping on maintenance
terminal), and/or calls to a remote diagnostic monitoring and maintenance service center.
3.6 Maintenance Terminal .
A maintenance terminal interface shall provide the following interaction with the E9-1-1 controller:
Diagnostic mode To display all event, diagnostic and error messages as they occur.
Maintenance mode To program and configure the E9-1-1 controller (program interface parameters,
assign telephone numbers, reset alarms, generate reports, select options). The programming and
configuration procedure shall make use of a hierarchical menu structure. Once the desired sub-menu
is reached, most entries shall be made by selecting a number from a list. Maintenance mode shall be
password protected to ensure system security.
Positron Response: Comply
Positron has configured the proposed Life Line 100 controller to include Remote Monitoring
and Maintenance capabilities via a diagnostic terminal. A.s the remote maintenance
(diagnostics) terminal performs the same function as the local maintenance terminal, the latter
is described first.
Maintenance Terminal
The maintenance terminal is the main programmer's, administrator's, and maintenance
technician's interface with the system. In diagnostic mode, the terminal displays all event,
diagnostic, and error messages as they occur.
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It may not be disclosed to third parties without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 47 of 89
Monroe County, FL July 16, 2002
In maintenance mode, Life Line is programmed and configured via the terminal. The
terminal's maintenance mode is typically used to program interface parameters, assign
telephone numbers, reset alarms, generate reports, and select options. The programming and
configuration procedure is facilitated by a hierarchical menu structure. Once the desired sub-
menu has been reached, most entries are made by selecting a number from a list. Maintenance
mode is password protected for security of the system.
Maintenance Printer
The maintenance printer prints a hard copy of system error messages appearing on the
maintenance terminal. A hard copy record of system messages is essential for diagnosing and
debugging. In programming this feature, the customer has the option of also directing status
and diagnostic messages to this printer. The printer is also used for printing statistical reports,
as well as the contents of the alarm and error history buffers.
Statistical Reports
The system maintains statistics on data~ase communications, trunk and line traffic. Also
retained is a chronological history of alarm and error messages. Reports of this data may be
sent to the maintenance printer upon request of the system supervisor. This information can
be indispensable to maintenance and administration personnel.
Remote Dia1!nostics
The remote maintenance (diagnostics) terminal performs the same function as the local
maintenance terminal previously described. The remote terminal is an invaluable time saving
feature when maintenance personnel operate from a-center located off the premises ofthe Life
Line installation. Since the display is connected to the Life Line via the public telephone
network, a terminal at a central maintenance depot can serve a number of Life Line
installations. The Life Line unit equipped with the remote maintenance terminal feature can
both receive and originate calls to the maintenance center.
The Life Line receives a call from the remote maintenance terminal whenever intervention is
required from the maintenance center. After a connection has been established, maintenance
specialists can fully communicate with the system.
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Positron Public Safety Systems Corp. Page 48 of 89
Monroe County, FL July 16, 2002
The Life Line can be programmed to originate a call to up to four maintenance centers upon
occurrence of an alarm. When an alarm occurs, the system will sequentially dial up to three
telephone numbers until an answer is received and the answering remote site logs on witJI a
valid password. Failing that, the system dials a fourth number expected to be the location of a
data dump. If this station does not answer, part or all of this calling sequence will be re-
attempted depending on how the system was programmed to react to this situation.
3.7 Maintenance Printer
A maintenance printer interface shall drive a printer to provide hard copy of system error messages.
I Positron Response: Comply I
.
3.8 Statistical Reports
The E9-1-1 controller system shall maintain statistics on:
. Database communications.
. Trunk traffic.
. Chronological history of alarm and error messages.
Positron Response: Comply
The proposed Life Line 100 E9-1-1 controller has built-in statistical reports. In addition, the
optional Power MIS software can provide additional management reports. The built-in
statistical reports are described below.
Built-in Statistical Reports
-
Statistical Reports consist of various counters that keep track of system activity, incoming call
traffic, database communications, and incoming trunk/line traffic. These reports are output to
the maintenance terminal and maintenance printer. In addition, these reports can be reset and
printed manually or automatically. Each time a report is reset, it is printed prior to the reset.
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Positron Public Safety Systems Corp. Page 49 of 89
Monroe County, FL July 16,2002
Incominl! Call Traffic & Performance
. Number of processed and test calls
. Number of abandoned calls
. Number of calls with good ANI
. Number of calls with good ALl
. Number of calls with bad or no ALl
. Number of executed transfer requests
Database Communications Performance
. Number of ALl with no Type
. Number of Type 1 received .
. Number of Type 2 received
. Number of No ALl Found
. Number of ALl errors
. Number of unanswered requests
Incominl! Trunk/Line Traffic & Performance for Each Trunk/Line:
. Number of calls on that trunk
. Number of times tone errors detected
. Number of times incomplete ANI received
. Number of times no tone error detected
. Number of abandoned calls
3.8a Automation Call Detail Record Printer
-
An ACDR printer interface shall be provided.
An automatic call detail record (ACDR) shall be printed by the system every time a call is released.
The information contained in each ACDR includes:
. The caller's ANI and ALl.
. Position of agent that answered the call.
. Transferred destination.
. Date, times of the various connect and disconnect events, and other particulars relating to a call.
. A time and date stamp is automatically printed every hour.
. Incoming trunk Identification
I Positron Response: Comply I
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It may not be disclosed to third parties without prior written permission from Positron.
Positron Public Safety Systems Corp. Page 50 of 89
Monroe County, FL July 16, 2002
3.9 ALl Database
The E9-1-1 controller shall support dedicated redundant data links to the TelcoALI database and the
redundant stand-alone on site database.
A request to the database shall be made as soon as caller ANI is received.
The E9-1-1 controller shall compare the telephone number returned with the ALl to the original ANI
sent by the CO, ensuring that caller ALl is matched with ANI. If the received ALl is unclear or
incomplete, a call taker must be able to command the system to repeat the request to the database.
The stand-alone database shall be updated upon installation and will be an automatic transfer
function upon loss of enhanced telco provided enhanced 91 f trunks.
I Positron Response: Comply I
-
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I
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Positron Public Safety Systems Corp. Page 51 of89
Monroe County, FL July 16,2002
SECTION IV
TELEPHONY FEATURES.
4.0 Telephony Equipment Features
4.1 General Requirements
The proposed system shall be capable of operating in a mixed environment whereby:
. Some answering positions are equipped with a desktop or panel-mounted phone set under control
of an Intelligent Workstation (IWS) computer, and
. Other positions are equipped with a "virtual" phone set located within the IWS workstation
computer which controls it (i.e. there is no external phone set at the position).
Regardless of which approach is used at a given position, the Intelligent Workstation computer shall
have control of telephony functions (specifically, when a separate phone set is used, the call-taker
can perform ALL telephone functions via- the Intelligent Workstation using the external set only as a
backup or alternate).
The required number of IWS positions equipped with external phone sets is 4.
The required number of IWS positions equipped with "virtual" phone sets is O.
I Positron Response: Comply I
4.2 Distributed Architecture -
Each module shall operate under control of its own microprocessor. There shall be no single point of
failure affecting more than one line or one console.
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Positron Public Safety Systems Corp. Page 52 of 89
Monroe County, FL July 16, 2002
Positron Response: Comply
Life Line 100
The Positron Life Line 100 controller has been engineered to meet the strict demands of E9-1-1
emergency response. The non-blocking design of the Life Line 100 ensures that all calls can be
processed simultaneously, eliminating any potential bottlenecks. System reliability is
enhanced by the Life Line 100's distributed microprocessor architecture allowing each module
to operate under its own control. This independent operation ensures no single point of
failure.
Power 911 .
Power 911 offers the following fault tolerance features:
Failure of a workstation: No effect on other positions or on the Power 911 network. In
addition, should a workstation fail while the calltaker is speaking with a caller, voice contact
with that caller is maintained.
Failure of the network hub: All positions continue to operate, although information will not be
shared between workstations. The workstations will continue to store all information locally.
When the network resumes normal operation, the Database Server will be updated with the
locally stored information, which will then be available to all positions.
Failure of the Database Server: All positions continue to operate, and information is still
shared between workstations, as the Power 911 network is configured with redundant virtual
object servers, one of which resides on the Database Server, the other of which runs on one of
the Workstations. When the network resumes normal operation, the Database Server will be
updated.
Failure of the Comm Server: (if system is equipped with the optional Communications Server)
The -transmission of ANI! ALl data will not be possible via Fax Transmission. Dial-up data
transmission to remote serial printers will still be possible via the Life Line 100 E9-1-1
controller.
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Positron Public Safety Systems Corp. Page 53 of 89
Monroe County, FL July 16, 2002
4.3 Modularity / Flexibility
The design shall be modular to allow for future expansion beyond present requirements.
I Positron Response: Comply I
.
-
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Positron Public Safety Systems Corp. Page 54 of 89
Monroe County, FL July 16, 2002
SECTION V
INTELLIGENT WORKSTATIONS
5.0 Intelligent Workstations
5.1 General Requirements
Four (4) PC-based Intelligent Workstations are required. These must be fully 32-bit
applications running under the fully 32-bit Windows NT environment. Windows 9x and/or 16-
bit code are not considered stable enough and will therefore not be considered.
A true Microsoft SQL database shall provide data storage for both configuration and operational
data. This is meant to ensure the use of an enterprise-class database engine that is robust and widely
supported. Office application-class database engines (such as Paradox, FoxPro, Access, etc.) are not
considered robust enough for an emergency-response environment and therefore do not meet
this criteria. Workstations and servers shall be manufactured by Compaq, and equipped with at
a minimum PII-450 MHz Intel Processors, 128M RAM and a 17-inch flat screen monitor.
Positron Response: Comply
Power 911 Features
The Positron Power 911 Intelligent WorKstation is an advanced integrated computer based open
workstation for 9-1-1 call-takers, dispatchers and supervisors. The system's open' architecture
operates through a Microsoft Windows NT graphical user interface and can run on a variety of PC
platforms. The Positron Power 9-1-1 system places a sophisticated and powerful package of
computer-telephony tools, user screens and database interfaces at the call-taker's fingertips. The
system is intuitive and dynamic, presenting the call-taker with interactive prompting, notification of
database modifications and data networking. The system also allows extensive customization
capabilities to meet specific PSAP requirements.
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Positron Public Safety Systems Corp. Page 55 of 89
Monroe County, FL July 16, 2002
Typical Power 911 GUI
Flash
Bulletin
Module
Incident Lists
Detail
Module Module
Database
Access
Module
Contact
Computer Module
Telephony ~
Module
Status
Bar
The Power 9-1-1 Intelligent Workstation can be configured to include the following features:
(a) NumberILocation Identification - The Power 911 Intelligent Workstation offers a great deal
of flexibility in handling ANI! ALl infOmiation. For example, while the incoming ANI and
ALl information resides permanently in the database the information is presented to the call-
taker in a data entry mode which allows call-takers to modify the information without affecting
the original ANI! ALl data. All information is easily shared between call-takers.
(b) System Toolbar - The Power 911 Intelligent Workstation provides the ability to program
buttons to allow for "point & click" access to frequently used features and commands such as
fast coding of incident, deferred dispatch, and print on demand, as well as starting up other
Windows NT executables.
(c) Supervisory Functions and Call Lists - The Power 911 Intelligent Workstation offers the
supervisor and PSAP managers a package of data handling tools. These tools allow the
viewing of the center's activity as it happens, and the ability to see detailed information on
active or historical calls. Supervisors and managers have the capability of filtering and viewing
data in any number of ways, including viewing all active calls and all abandoned calls.
Multiple filters are available which can be combined to view information in even greater detail.
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Positron Public Safety Systems Corp. Page 56 of 89
Monroe County, FL July 16, 2002
(d) Message Board - The on-line message board provides the ability to broadcast of a visual
message to all agents, a select group of agents, or even a particular agent logged in to the
system without interrupting call-taker activities. Call-takers have the ability of acknowledging
a message sent by the supervisor. The Message Board also provides configurable pre- -
programmed messages via both speed button and drop-down list.
(e) Call Transfer Functions - The Power 911 Intelligent Workstation can greatly expand the
variety and volume of information that can be transferred over the existing standard
technology. The Workstation is programmable to recommend primary transfer destinations
based on incident type. The call-taker has the ability to send different types of information
such as ANI! ALl and additional location data. The workstation can simultaneously transfer
this data to multiple locations such as Fire and Police over a variety of communication modes
to access remote printers, fax machines, and even other Intelligent Workstations.
.
(f) Telephone Functions - The Power 911 Intelligent Workstation allows call-takers to have on-
screen access to all telephone features and provides up to five (5) different call queues which
can be configured with different line types and characteristics. These queues can be accessed
by the mouse, and/or keyboard, an~or optional touchscreen. The call queue indicators also
display critical real-time information such as:
. The number of calls in a particular queue.
. The time the oldest call has been in queue.
. The trunk number or line number of an incoming call.
. The various line status such as ringing or off-hook condition.
The Power 911 Intelligent Workstation has the ability to show all trunks and lines associated with each
- individual queue. Lines are also accessible directly via a~ secondary line panel window, allowing
calltakers to bypass the call queue to answer a specific line. The lines are also accessible to other call-
takers after the initial answering of a call, which allows for both silent monitoring and barge-in type
features.
All standard telephone functions such as hold, hold indicator, redial, release, cancel, and
transfer/conference, are available on-:screen through the Intelligent Workstation.
(g) Interpreter Key - The Power 911 Intelligent Workstation allows the call-taker to change the
language of the pre-programmed questions presented to them in the (optional) Incident
Detailing section of the screen, as well as the pre-programmed TDD questions (when using the
optional integrated on-screen TDD).
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Positron Public Safety Systems Corp. Page 57 of 89
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(h) Incident Detailing - The Power 911 Intelligent Workstation allows the call-taker to select a
designated incident type, such as fire, auto accident, B & E, after the initial response from the
caller. The Workstation then presents the call-taker with key questions relative to the
emergency at hand. Priority questions are highlighted to prompt the call-taker to get the most
important information first. The information is automatically stored in the system's database,
and is available to all other call takers. Incident types are configurable by the PSAP to meet
individual needs.
(i) CAD Computer Interface - The Power 911 Intelligent Workstation provides a serial interface
for a Computer Aided Dispatch System. This interface meets the AT&T interface standard and
data sent via this interface consists of the caller's ANI/ALI exactly as received from the ALl
database, as well as the call-taker's position number. The Intelligent Workstation can also be
upgraded to provide full CAD functionality within the-same system.
G) Premise Information Database - Power 911 IWS can also support a local database which
provides call-takers immediate access to stored information about a specific location. This
information may include building access, hazardous warnings, hazardous material information,
structural plans, evacuation instructions, and site photos (in fact, virtually anytype of
information can be displayed, as this module uses the Microsoft Internet Explorer engine to
display HTML-based content, with full hyperlinking support). The workstation automatically
searches for existing information based on the caller's ANI and prompts the call-taker if
additional data is available for reviewing.
(k) Standard Operating Procedures (SOP) - The Power 911 IWS allows for the creation and
viewing of a Standard Operating Procedures database. This feature assures procedures are
applied in a uniform and consistent manner, in addition to providing training functionality.
Based on the type of incident entered, the workstation prompts the call-taker that a procedure
exists. Procedures may be displayed in a hypertext format, allowing call-takers to move
quickly through the information presented to access key this module also uses the Microsoft
Internet Explorer engine to display HTML-based content, with full hyperlinking support). The
Intelligent Workstation also allows the inputting ofthird party SOPs, such as Power Phone or
APCO procedures.
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(t may not be disclosed to third parties without prior written pennission from Positron.
Positron Public Safety Systems Corp. Page 58 of 89
Monroe County, FL July 16,2002
Computer Specifications
Positron is proposing the following workstations/server for this program:
Workstation:
Compaq Evo D500 Minitower P4, 1.7 GHz
20GB EIDE Hard Drive - Smart ill ATA/66
320MB PC 133 SDRAM
Dual 16MB Video Card
Integrated Intel Pro 10/100 VM Network
PS2 Mouse
PS2 Keyboard
Dual Compaq 17-inch Monitors .
48x CD-ROM
Integrated Intel Audio with Premium Speakers
Server:
Compaq Proliant ML330-G2 P3, IGHz
3 x 18.2GB SCSI Ultra2 Hard Drive
512MB DECC SDRAM
32x CD-ROM
RAID Controller
Integrated Autosensing 10/100 NIC PCI
DIGI Accelport
PS2 Mouse
PS2 Keyboard
Compaq 17-inch Monitor
US Robotics External Modem -
10120GB Internal Tape Drive
5.2 Telephony Functions
The Intelligent Workstation shall provide full Computer-Telephony Integration, allowing call-takers
to have on-screen access to all telephone features. This should include call queues, up to five (5) in
total, that can be configured with different line types and characteristics. The queues shall ensure
that any calls in a particular Queue are handled in a first-come, first-serve basis. The call queue
indicators should show the following types of information:
. Number of calls in queue
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Positron Public Safety Systems Corp. Page 59 of 89
Monroe County, FL July 16, 2002
. The time oldest call has been in queue
. The trunk number or line number of the incoming call
. Line status, i.e., ringing, off-hook
The Intelligent Workstation must have the ability to show all trunks and lines associated with each
individual queue. This should be a secondary window, through which lines and trunks are accessible,
regardless of their status in any Queue. All standard telephone functions must be available through
the Intelligent Workstation. These shall include the following as a minimum:
. Hold.
. Dial.
. Re-dial.
. Release.
. Cancel.
. Transfer / conference.
. Speed Dial.
Positron Response: Comply
Power 911 offers full on-screen telephony. This is true regardless of whether the particular
configuration has a phone set next to the answering position computer, all call handling can be
performed via the workstation computer.
Power 911 's Telephony Module is the central component for on-screen telephony. It can be
configured for the following two layouts.
In the first layout, there are five Queue buttons, each representing a separate queue fed by
various line types, or in an ACD environment, one is assigned as the ACD Queue button. Voice
recording controls are along the bottom right of the modQle.
The second layout is similar except that there are three Queue buttons, and a multi-panel
Feature Button array, to which the various features specific to the configured form of
telephony (i.e. lAP Plus, IAP/PC, Meridian, etc.) can be mapped. These can also accommodate
the call recording controls.
Please refer to the following diagrams with regards to the feature descriptions which follow
immediatelyafter.
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Positron Public Safety Systems Corp. Page 60 of 89
Monroe County, FL July 16,2002
Telephony Module - Five Queue Buttons
Dial Entry Telephone Display
Panel Panel
i-
4..:""">,1'., .c,,~,"'''''. ~
Queue or ~
ACe Buttons
Telephone Control Media Control
Buttons Buttons
.
Telephony Module - Three Queue Buttons
Telephone Dial Entry Telephone Display
Control Buttons Panel Panel
I _i- -1-
Queue or~
ACe Buttons
Telephone Control Feature BUUons
Buttons Panel
-
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Hold
You can place a call on hold by clicking the HOLD button or by answering a second call
without releasing the current call. When you answer a second call without releasing the
current call, the current caller is automatically placed on hold. The Hold indicator area on the
queue button becomes green and an "I" appears.
To retrieve a call that was placed on hold, click the queue or ACD button that has the call on
hold. The green Hold indicator area with the "I" on the queue button disappears.
To retrieve a call from hold using the Line panel, right-click the queue button of the line that
was placed on hold. The Line panel appears. Click the line that was placed on hold (A call
placed on hold by you is indicated by flashing red and steady green Line Status indicators.
.
When a call is placed on hold by another operator, the left Line Status indicator flashes red
while the right Line Status indicator is unlit).
To retrieve a call from hold using the Active Calls list, click Active Calls in the Lists module,
then double-click the ID number of the call record in the ID column.
Re-dial
When you redial a telephone number, you call back a caller that either you previously spoke to
or a caller that has called the emergency response center. This feature is also' used to contact
abandoned callers.
To redial a telepho_ne number, in the appropriate Calls List (i.e. Agent <;:alls, Abandoned Calls,
etc...) in the Lists module, double-click the telephone number of the call record (it then
appears in the Dial Entry panel of the Computer Telephopy module). Click on the Redial
button to initiate the redial.
There is also a Last Number Redial capability. Pressing Redial displays the last number dialed
from that position. Pressing Redial again dials the number.
Release
Once the call has been handled, click on the orange Release button to release the call.
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Cancel Transfer / Function
Click on the Cancel button to cancel a transfer.
Transfer/conference
ConfereDcing allows you to talk to more than one person at a time. While on a call, you can set
up a conference call by dialing the number (internal or external) of the party or selecting the
party from the Contact module.
Conferencing involves clicking the CONF button twice: the first time, to initiate the
conference, and the second time, to establish it. However, you can transfer the call instead of
setting up the conference. To do this, after clicking the CONF button (first time), click the
TRANS button instead of the CONF button.
To set up a conference call by entering a number, click CONF to initiate the conference (the
CONF indicator flashes yellow and an "I" appears in the Hold indicator area of the queue or
ACD button. The current call is placed on hold). Enter the number of the party you want to
add to the conference, then click REDIAL. When the contact responds, you can do one of the
following:
. Click CONF to establish the conference (the CONF indicator becomes steady yellow and
the "I" disappears from the Hold indicator area on the queue or ACD button. The contact
has been added to the conference).
. Click TRANS to transfer the call. You are automatically disconnected from the call.
To set up a conference call with a contact from the Contact module, click a contact button in
the Contact module to initiate the conference (the CONF indicator flashes yellow and an "I"
appears in the Hold indicator area of the queue or ACD button. The current call is placed on
hold). When the contact responds, you can either click CONF or TRANS as described above.
To cancel a conference, click on the Cancel button.
Please note that the procedure for setting up a conference call and the number of callers that
can be conferenced depends on the telephone equipment used at the site. A minimum of three
callers can participate in a conference.
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Answer/Offhook
Depending on setup, you can answer calls using ACD buttons or queue buttons. Power 911 can
manage incoming calls into queues. Each queue is designed to handle specific trunk or line
types, such as 9-1-1 trunks or administrative lines.
The call that has been waiting the longest in a queue is automatically answered by clicking the
queue button. To bypass the queue to answer a specific call, right-click a queue button to
access the Line panel, then click the line you wish to answer (a line button is ringing when the
left Line Status indicator flashes red. When you answer the call, the Line Status indicators
become steady red and green. When a line is answered by another operator, the left Line
Status indicator is steady red and the right Line Status i~dicator is unlit).
To answer a call on an ACD button, simply click on the ringing ACD button.
To answer a call from the Active Calls list (in the Lists module), double-click the ill number of
the call record.
While on a call, you can answer a second call by clicking a ringing queue, ACD or line button.
This automatically places the current call on hold.
Dial
Power 911 allows you to place a call on a default outgoing line or on a line selected by the
calltaker. To place a call you can either enter the telephone number of the destination or select
an agency from the Contact module or the Extended Contact panel. When clicking a contact
button, Power 911 automatically dials the telephone number for you.
You can also place a call using the speed dial buttons (pl~se refer to "Speed Dial" below for
details).
To place a call on a default outgoing line, type the telephone number in the Dial Entry panel
then click on the REDIAL button.
To place a call on a line of your choice from the Line panel, right-click the appropriate queue
button to display the Line panel, then click the desired line button. The cursor automatically
moves to the Dial Entry. Type the number and hit REDIAL as before.
To place a call using a queue button, click on it (an available line is automatically selected),
then type the telephone number in the Dial Entry panel and hit REDIAL.
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To place a call to an emergency response agency, click the contact button on the Contact
module or on the Extended Contact panel.
Notes:
. In order to make a call on a given line, it must be configured as outgoing. Selecting a line
that is only incoming will result in a system message to the calltaker.
. A site may be configured to automatically dial prefixes for telephone numbers with more
than five digits.
. Telephone numbers may be denoted with dashes, but it is not essential to include dashes.
S peed dial
To place a call from the Speed Dial panel, click the Speed Dial feature button to bring up the
Speed Dial panel, then click the desired Speed Dial button.
Mute transmit
While on a call, you can mute yourself from the caller to speak privately with a third party
such as a supervisor. Muting prevents the caller from hearing the conversation between you
and the third party. However, it does not prevent you from hearing the caller.
To mute, click MUTE. The word MUTE on the button appears highlighted to indicate that the
call is muted. To resume conversation with the caller, click MUTE. The word MUTE on the
button is no longer highlighted; -the caller is not muted.
Line Status Indication
Lille status indication is done simultaneously in 3 ways:_ -
. Visually (and audibly for incoming) via the queue buttons, by displaying incoming, talk
and hold through visual indicators -
. Via the line buttons, by presenting the lamping of the line
. Via the Call Lists Module, which gives textual status of all active lines.
Hook Flash or EQuivalent
Click on the Hook Flash button within the feature panel. Alternatively, Hook Flash can also be
performed within a dial string by entering an "H".
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Positron Public Safety Systems Corp. Page 65 of 89
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Direct trunk/line access
To access a particular trunk or line, right-click the appropriate queue button to display the
Line panel, then click the desired line button.
The Line panel provides up to 128 lines for each trunk group or queue button (lines are
displayed 32 at a time, with Previous and Next buttons the other sets of 32).
Queuine
A queue button provides audible and visual indications of incoming and outgoing calls. A
trunk group label on each queue button identifies the trunk that is ringing. Each trunk may
have its own distinctive ringing sound, which allows quick queue button identification.
The number of Queue Buttons depends on the configura~ion used for the Telephony Module:
. Three Queue Buttons and Feature Buttons panel, or
. Five Queue Buttons (no Feature Buttons panel).
A typical scenario is to have the first Queue button assigned to 9-1-1 Calls, the second to 7-
Digit Emergency Calls, and a third to Non-Emergency (Administrative) lines.
Right-clicking on a queue button opens the Line Panel which shows the lines that belong to this
queue. This allows the calltaker to bypass the queue process to answer a particular line; the
calltaker may determiD:e that it is necessary to do this based on the ALI-Bef~re-Answer
information in the Call Lists Module (Active Calls List).
Example of a queue button programmed to access 9-1-1 calls
Call Presentation
Indicators
:,: r.'O"'/i:-' 1 ~ -
Call Counter :.....::..-=..:\J---1 Hold Indicator
Trunk Group -:: ;;;: r; i1' ,. Call1imer
~;\, !,~- t~~""~' ~ :: Trunk
Une-in-use -~ - ~ ~ -. - .~ ~
. Indicator
Call Presentation Indicators The flashing red indicators signify an incoming call.
Call Counter Indicates the number of calls in the specified trunk group
waiting to be answered.
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Positron Public Safety Systems Corp. Page 66 of 89
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Hold Indicator Indicates whether one or more calls have been placed on hold.
When you place a call on hold, the indicator turns green and an I
appears (at the top, right corner of the queue button) to indicate
an IHOLD status. When a call is placed on hold by another
operator, the indicator turns red and an H appears to indicate a
HOLD status. The IHOLD and HOLD statuses also appear in the
Active Calls list.
Trunk Group Indicates the trunk group that is assigned to the queue button.
Call Timer Indicates how long the longest ringing call has gone unanswered
(if you are not on a call in that queue). When on a call in that
queue, the call timer indicates the time you have been on line with
the caller. .
Line-in-use Indicator The green indicator signifies that you are on a call in that queue.
Trunk Identifies the line that is in use.
5.2a ALl/ANI Identification
Automatic ANI! ALl information access is an essential requirement of any 9-1-1 system, computer
based or otherwise. An Intelligent Workstation should be able to offer a great deal of flexibility
handling this data. For example, while the incoming ANI and ALl information resides permanently
in the database the information should be presented to the call-taker in a data entry mode. This
allows the call-takers to modify the information without affecting the original ANI! ALl
data.
ANI! ALl data shall be shared with all other positions. -
Manual requests of ALl shall be available for a call-taker-entered ANI. There shall be a means of
disabling Manual database requests if required by law. In addition, ALl Before Answer shall be
provided, whereby ALl is displayed for all E9-1-1 calls ringing in at the PSAP.
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Positron Public Safety Systems Corp. Page 67 of 89
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Positron Response: Comply
The Power 911 IWS provides a Location Module which provides the following panels:
ALl Panel ANI/ALl for the call are stored within Power 911's internal SQL
database exactly as received from the ALl Database. The ALl
panel displays this information but will not allow the calltaker to
change it.
The ALl Panel also allows the calltaker to tag an ALl as incorrect.
A report of incorrect ALIs can be generated via Power MIS and
sent to the database provider for investigation.
Should the ALl be incomplete or corrupted, the calltaker can
request a retransmission from the ALl database using the RTX
button.
The DBR button opens the Database Request panel. This allows
the calltaker to perform an ALl Database lookup for a manually
entered number.
The Print button will send to a network printer selected
information from the ALl, Incident Location (described below),
Caller Information (described below) and TDD conversations.
Customizable Rich- Text-Format (RTF) based templates allows
PSAP personnel to configure what information gets printed. -
ALl Panel -
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Positron Public Safety Systems Corp. Page 68 of 89
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Incident Location Panel (requires Incident Detailing) This panel initially contains the same
ANI! ALl information as the ALl Panel. On creation of an incident
it becomes available and allows the calltaker to edit the ALl to
reflect the location where the incident is occurring, which for
example may be down the street instead of at the caller's location.
Buttons allow the calltaker to copy information from another
panel to the currently displayed panel.
Calling Party Panel (requires Incident Detailing) This panel operates in the same
manner as the Incident Location Panel, except that it is meant to
identify the caller if the caller is not the person identified in the
ALl record. It also allows the calltaker to cycle through the
Calling Party information gathered on other calls reporting the
same incident (these may have been answered at other answering
positions).
_~_x'~
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-
Real-Time Sharine of Information
It is important to note that the information in the ALl, Incident Location, and Calling Party
panels can be shared in real-time among all calltakers once an incident is created.
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Positron Public Safety Systems Corp. Page 69 of 89
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5.2b Caller ID on Administrative Lines
The Caller ID of calls received over administrative lines shall be displayed on-screen.
The proposed system must be equipped to handle Caller ID for 25 Administrative Lines.
I Positron Response: Comply I
5.2c Call Transfer Functions
The Intelligent Workstation shall be configurable to perform transfers using the following (mutually
exclusive) methods:
Transfer destination determined by programming in the CO.
In other words, the pre-determined tandem transfer code for (as an example) "Fire" is sent to the CO,
which then routes the call to the appropriate Fire Department.
From the call-taker's perspective, he or she simply presses the "Fire" transfer button, and the call is
transferred to the appropriate agency.
Transfer destination determined by the Intelligent Workstation.
ill other words, the Intelligent Workstation dynamically sets the "recommended" transfer destination
based on the ESN in the ALl data, as dials the appropriate number via the tandem'transfer
mechanism. From the call-taker's perspective, he or she simply presses the "Fire" button, and the
call is transferred to the appropriate agency. The label on the "Fire" transfer button will change to
reflect the particular agency selected by the system (i.e. "Fire - [Agency Name ]")._ .
Whichever method is configured, the call-taker shall be able to override the default destination by
selecting an alternate from a list of destinations. Any given tomsfer destination button shall be
programmable with one or more numbers used to reach the corresponding agency. It shall be
possible to define the time of day for which each of the numbers is valid. The time spans that
different numbers are valid can overlap, therefore if a number is busy, the Intelligent
Workstation shall automatically cycle through the other currently. valid numbers as the transfer
button is pressed.
Positron Response: Comply
The Contact module contains 10 contact buttons. Each Contact button can transfer voice
and/or data to a primary or a secondary response agency. The SEND button will send initiate a
data transfer to all selected agencies simultaneously.
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Positron Public Safety Systems Corp. Page 70 of 89
Monroe County, FL July 16, 2002
Contact Module
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SEND
Right-clicking any of these buttons provides access to an Extended Contact panel which
contains an additional 128 contact buttons, for a total of 1280 contact destinations.
The extended Contact Panel is shown below.
Extended Contact Panel
The Information contained in this proposal is proprietary to Positron and IS offered solely for the purpose of evaluation II POSITRON
It may not be disclosed to third parties without prior written permission from Positron_
Positron Public Safety Systems Corp. Page 71 of 89
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Contact Button
Voice Transfer
Indicators Data Transfer
Indicator
Agency Type Primary
AssIgnment
Agency DestInation Button
Button 10 Secondary
Assignment
Button
Agency Type Identifies the agency type assigned to the contact button.
Agency Destination Names the location of the agency type.
ButtonID Identifies the placement of the contact button in the
Contact module or the Extended Contact panel.
Primary Assignment Button Indicates that an agency is assigned to be a primary
response agency. (A primary response agency is the one
that arrives first and is best-suited to handle the
emergency.)
Secondary Assignment Button Indicates that an agency is assigned to be a secondary
response agency. (A secondary response agency can assist
the primary response agency with the handling of the
emergency.)
Voice Transfer Indicators Indicates the status of voice transfers, as follows:
Flashing Red and Green Voice Transfer In Progress.
Steady Red and Green V oice Transfer Successful.
Data Transfer Indicator Indicates the status of data transfers, as follows:
Unlit The agency does not have data transfer
capability or d-ata has been transferred
within an agency (internally).
Green The dat'd has been successfully sent.
Yellow The data has not yet been sent or has been
modified after having performed a data
transfer.
Flashing
Yellow The data transfer is in progress.
Red The agency cannot be contacted.
Flashing
Red High possibility of transfer failure.
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Automatic Transfer Selection based on ESN
Power 911 IWS can be configured to recommend which particular agencies appear in the
Contact Module's main 10-button window, based on the ESN from the ALl data stream. (The
other method is to just configure for example a POLICE button, a FIRE button, an EMS
button, with the appropriate tandem transfer codes and let the Tandem route the calls to the
appropriate agencies).
Automatic PrimarY/SecondarY Recommendations Based on Incident Information
The Primary and Secondary (i.e. P and S) buttons on a Contact Button are optional and can be
hidden. They determine which agency type should be contacted first. Power 911 IWS can be
configured to recommend which agency type should be tIie Primary based on the Incident
Type identified in the Incident Detailing Module (part of the optional Incident Manager
module). For example, if handling an Incident of type CAR ACCIDENT, the system can
recommend EMS as the Primary responder which should be contacted first.
The system can also be configured to CHANGE this Primary/Secondary recommendation
based on a Yes/No answer to a particular Incident Detailing Question, for example, in our
CAR ACCIDENT scenario, if the answer to the incident Question: "Are there any injuries?" is
"NO", then the system will CHANGE the recommended Primary of EMS to POLICE or FIRE
or whatever the PSAP's procedures dictate.
Intellh!ent Handlin2 of Contactffransfer Destinations
Power 911 IWS intelligently handles how the contact buttons initiate calls and transfers. For
example, if a particular button is configured for "County ..Fire", what happens when it is
clicked on will depend on the context. If a calltaker is talking to a 9-1-1 caller, pressing the
contact button will establish a voice transfer via the tandem. If on the other hand the calltaker
is not on a call at all, clicking the contact button will cause the system to automatically select
an available outgoing line, and dial the full PSTN number to reach "County Fire".
The system also allows multiple phone numbers to be programmed for a given destination.
Each of these numbers can even be restricted to particular times of day, so that one number
would automatically be used during the day, and another at night. Many numbers and
corresponding time ranges can be assigned per agency, and their time ranges can overlap.
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5.2d Data Transfer Function
The system shall have the ability to transfer ALl Data to multiple destinations via a single key-press
(On-Screen "Send" button and/or keyboard activation). The basic requirement is for ALl transfer to
remote serial printer via dial-up connection.
Propose as an OPTION an enhanced data transfer capability whereby ALl, and other data gathered
by the call-taker can be transferred via dial-up connection to remote Fax machines.
Positron Response: Comply
The Power 911 IWS can initiate Data Transfers either via the Life Line 100 ANI/ALl
Controller's Remote Data Transfer feature (i.e. ANI/ALl Data to either a dial-up or dedicated
remote serial printer), or via an optional Communications Server which would then allow a
wider range of Data to be transferred via various means .(Printers, E-Mail, Remote Fax
Machines).
The types of information that can be shared via a Communications Server are varied, and each
transfer destination can receive its own, grouping of data elements. Power 911 achieves this
using Templates. The Templates are simple RTF (Rich Text Format) fIles which allow the
individual pieces of data to be laid out as appropriate on the page. For any of the following
pieces of information that can be included in the output, simply place its "placeholder" text
string on the page where it needs to appear, along with any desired formatting (Bold, Italics,
etc.) :
Incident Text Strin2s
INCNUM Incident number.
INCTYPE Incident type.
INCHISTTYPE History of changes to the incident type, if it was changed.
INCMOD Indication that changes have been made to the incident
information, if incident information has been changed since it was
last sent to the same agency.
INCPRI Priority of the incident.
INCHISPRI Incident priorities, if they changed.
INCILI Incident location.
INCCPI List of calling parties who reported the incident.
INCSTA Current status of the incident.
INCPRIINV Primary agency that is treating the incident.
INCSECINV Secondary agencies that are treating the incident.
INCQUEn Incident questions, where n equals questions 1 to 9.
INCANSn Answen to incident questions, where n equals questions 1 to 9.
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Positron Public Safety Systems Corp. Page 740f89
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Call Text Strin2s !
CALLANI Call's ANI.
CALLALI Call's ALL
CALLST A Call's status. I
I
CALLHISSTA Call history status.
I
CALLPRIINV Primary agency that is treating the call. I
CALLSECINV Secondary agencies that are treating the call.
5.3 Integrated TDD
The Intelligent Workstation shall provide integrated on-scre~n TDD for all lines.
The device should handle both Baudot and ASCII protocols. The system shall allow the call-taker to
comniunicate freely by using the keyboard and/or selection of pre-programmed messages.
The system shall buffer the keystrokes that a calltaker types in the TDD module.
This will give the calltaker the option to:
. Send the entire message only once the entire sentence is typed,
OR
. Send each keystroke as it is typed.
This will be used in situations where a TDD caller tends to start responding to a message before it is
completed, sometimes before understanding the true nature of the message. It shall be possible to
switch between buffered and non-buffered mode on the fly.
Each answering position shall be equipped with its own TDD processing hardware. Systems which
employ a central piece of equipment for TDD processing will not be considered due to single point
of failure considerations.
Positron Response: Comply
-
Power 911's Integrated on-screen TDD allows call takers to communicate with hearing and/or
speech-impaired callers. This functionality handles both ASCII and Baudot Communication
protocols, automatically identifying TDD calls using the Baudot protocol.
When an incoming TDn call using tl1e Baudot communication protocol is received, the Baudot
tones automatically activate the TDD panel. Upon detection of the Baudot tone, automatic
muting is activated. The mute is full on the transmit (mouthpiece) side and partial on the
(attenuation of 20dB) OD the receive side.
WheD aD incoming TDD call using the ASCII communication protocol is received, the call
taker will hear the carrier detection frequency. The calltaker caD then click the TDD button to
access the TDD panel and click the ASCII button to establish communications with the caller.
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Both keyboard interaction and pre-programmed messages are supported. The pre-
programmed messages are provided in two ways: First, a basic set of messages which are
always available, and secondly an additional dynamic set of messages which change depending
on the incident type being handled (this second set requires the optional Incident Detailing
Module). Also, the standard NENA recommended messages are pre-programmed when
shipped from the factory in multiple languages.
A button on the TDD Panel allows printing of the conversation to a network printer.
A "Buffered" mode is also available. When turned off, keystrokes (and pre-programmed
messages) are sent as they occur. When turned on, the messages are buffered so that they are
only sent when the calltaker hits the <ENTER> key. The key benefit of this is that callers will
only be delivered a complete message all at once, reducing the chance that they'll anticipate the
question and start responding (often off-topic) before the entire meaning of the question or
message in understood.
The following figure shows the Power 911 Integrated TDD Panel.
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5.4 Digitized Voice / Integrated Voice Recording
In addition to standard contacts for external call recorders, the Intelligent
Workstation shall have a built-in and integrated call recorder as per the following definitions:-
Built-in - The call recording functionality shall be accessible on-screen via the Intelligent
Workstation's Gill (Graphical User Interface).
Integrated - Individual recordings shall be accessible via their associated on-screen call records. In
other words, the relationship between a given call event, the ALl and associated audio recording is
clearly displayed. Audio Recordings shall be stored in W A V format, and purged after a configurable
delay in order to conserve hard drive space. It shall be possible to save (and un-save) individual call
recordings to prevent purging of the file. In addition, the system should have the ability to record
personalized greeting announcements, i.e., "9-1-1 What is your emergency?"
.
Positron Response: Comply
The integrated recorder provides many advantages over an external call recording device:
The Power 911 model is integrated into the Intelligent Workstation. There is therefore one less
piece of equipment to take up space on the answering position desktop.
The Power 911 model can be set to record either automatically, or on demand via manual on-
screen controls.
The Power 911 model records each call as a distinct standard Windows NT W A V file.
The Power 911 model allows a calltaker to select a previous call from the list of calls he or she
has handled and playback the recording if still available (recordings are purged from the
system over time to conserve disk space, with the exceptiCln of recordings that have been
tagged by the calltaker as "saved").
The length of time call recordings are kept (and therefore available for playback) after
termination of the call is configurable. Once that time has elapsed, the system automatically
purges the recording to conserve disk space. A calltaker can prevent a call recording from
being purged by pressing the SA VEIUNSA VE button. When the recording is no longer needed,
pressing SA VEIUNSA VE a second time will allow the recording to eventually be purged.
There is no limit to how long a recording can be "saved", although how many calls (and of
what length) can remain "saved" is limited by the hard drive space available.
Power 911 will also continue to record a conversation for as long as it lasts, well beyond the
typical 15-30 minutes of an external position recorder.
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Positron Public Safety Systems Corp. Page 77 of 89
Monroe County, FL July 16,2002
Recording controls (Record, Play, Stop, Save/Unsave) can be included as buttons on the
feature panel (as shown below).
Feature Button Panel (pane 1 confi ured for the recording controls)
.
5.5 Call Lists
The Intelligent Workstation shall provide an on-screen view ofPSAP-wide call activity, providing
call status (RINGING, TALK, HOLD, etc...) as well as associated ALl (even before-answer for call
still ringing into the PSAP). Multiple lists'will be provided, showing different groupings of call
events, for example "All Active Calls", "All Abandoned Calls", "All Previous Calls from
this ANf', "All Calls previously handled by this Calltaker", etc... It shall be possible to barge into
an active call by selecting it from the Active Calls list. It shall also be possible to re-dial an
abandoned calLor other previous calls by selecting from the appropriat~ Call List. A Query feature
shall allow call records to be filtered and searched on the fly. When used in conjunction with the
OPTIONAL Incident Management feature, Incident-related listed shall also be provided.
Positron Response: Comply
The Power 911 Lists module organizes call and incident information into a series of up to six
lists. Three groupings (or "modes") of these lists are avairable in this module: call taker,
dispatcher, and supervisor. The lists are configurable on a per agent basis. Therefore, the
number and the order in which they appear for each view may differ for each agent or group
of agents.
The Lists module manages information so that you are made aware of new information
concerning a call, and are alerted to any changes in the status of a call or incident that is being
handled. When information concerning a particular emergency becomes available, Power 911
places this information into the appropriate list so you can access and view it. You are alerted
to new information when the indicator, located above the list name, turns yellow. For example,
as soon as a new call is detected by the system, a call record is added to the Active Calls list and
the Active Calls indicator turns yellow.
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Positron Public Safety Systems Corp. Page 78 of 89
Monroe County. FL July 16,2002
I Lists Module with" Abandoned Calls" list selected
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The lists in the Lists module are defined as follows:
Abandoned Calls Lists the records of calls that have been abandoned before being
answered by an operator. Operators use this list to keep track of
abandoned calls. The operator can select an abandoned call from
this list, and use the redial button to contact that caller.
Active Calls Lists the records of calls from the moment that they are detected
as incoming or outgoing until they are released by the operator.
The operator uses this list to keep track of these calls and monitor
their current status. .
History Calls Lists the records of calls with the same ANI as the current call.
The operator uses this list to verify the presence of previous calls
made by the current caller.
History Incidents Lists the records of incidents with the same ANI as the current
call. The operator uses this list to verify the presence of previous
incidents reported by the current caller.
Entry Incidents Lists the records of incidents from the moment they are created
until a dispatch is requested, or the incidents are canceled or
closed.
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Positron Public Safety Systems Corp. Page 79 of 89
Monroe County, FL July 16,2002
Duplicate Incidents Lists the records of active incidents with the same ESN and same
or similar incident type as the current call. Incidents are
considered duplicate when the ESN is the same and the incident
type is the same or similar. The operator uses this list to identify
potential duplicate incidents and link them.
Pending Incidents Lists the records of incidents that have been assigned the Request
for Dispatch status and await unit dispatch. The operator uses this
list to identify incidents that require unit dispatch.
Active Incidents Lists the records of incidents from the moment that a Dispatch
status is assigned to incidents until they are closed. The operator
uses this list to track the incidents to which emergency units have
been assigned.
Agent Calls Lists the records of calls that have been released by the operator.
Agent Incidents Lists the records of incidents that have been closed by the
operator.
Call Query Lists the records of calls that have been queried from the
database. The operator uses this list to generate a filtered view of
call records by specifying fIltering criteria~
Incident Query Lists the records of incidents that have been queried from the
database. The operator uses this list to generate a filtered view of
incident records by specifying filtering criteria. This is further
described below under the "Eerforming Call and Incident
Queries".
Performin2: Call and Incident Oueries
Two types of queries can be performed: call queries or incident (if optional Incident Manager
module is purchased) queries.
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Positron Public Safety Systems Corp. Page 80 of 89
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For example, a query can be made to generate a list of all the calls that were answered by a
specific call taker on a specific day. Call and incident queries are performed by clicking either
the Call Query or the Incident Query tab, specifying the filtering criteria in the Record Query
module, and then clicking the Search button. The results of call or incident queries, which are
displayed in the Lists module, can be printed.
Searches can be based on one or a combination of the following filtering criteria:
Date
Telephone number
Time
ID (incident record number)
Incident type
User ID
Trunk number .
The wildcard for Power 911 queries is an asterisk (*). It can be used in the Tel and ID fields of
the Record Query module.
Query progress and invalid entries for queries are indicated on the Status bar located at the
bottom of the Power 911 screen.
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Positron Public Safety Systems Corp. Page 81 of 89
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5.6 Message Board
The Intelligent Workstation shall provide an on-screen message board which is always on-line. This
shall allow the broadcast of a textual message to each call-taker or a select group of call-takers in the
PSAP without interrupting the call-taker activity. The system shall also allow the recipient call-
takers to acknowledge that a message was read. This feature shall be unobtrusive in that it shall
never cover up another feature of the workstation and shall always be available. Pre-programmed
messages shall be available for commonly used messages (such as "Weather warning in effect-
Heavy Rain") and keyboard entry for one-of-a-kind messages.
Positron Response: Comply
The Message Board Module allows messages to be sent to all operators, a selected group of
operators, or a specific operator currently logged on to the system. The operator is alerted to
the presence of incoming messages non-intrusively so that they can be made aware of
important information without interfering with any calls currently being handled.
Both visual and audible indication are provided. Messages will be displayed visually, labeled as
either "Normal" or "Urgent". Normal messages are also indicated by an audible beep every 5
seconds, Urgent messages by two beeps every 5 seconds.
Upon reception of a message, the following will be indicated:
. Time the message was sent.
. Name of the sender and the number of their workstation.
. Number of unread messages.
. Priority of the first message received (normal or urgent).
Any recipient of a message can acknowledge having read the message simply by pressing the
"Ack" button. This can be used not only for messages sent by a supervisor, but from other
operators as well.
When a message has incident information attached to it, a paper icon appears. Clicking this
icon populates the Incident Detail and Location modules with the attached Incident
Information.
Message Board Module
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Positron Public Safety Systems Corp. Page 82 of 89
Monroe County, FL July 16, 2002
The Extended Message panel (shown immediately below) is accessed via the"..." button to
view longer messages that cannot be completely displayed in the Message Board Module.
Sendin2 a Messa2e
The Compose Message Panel is where messages are created.
There are thee ways of generating a message:
. Type a message in the message entry area,
. Click one of the six pre-configured Broadcast buttons, or
. Select a predefined message from the drop-down list of Broadcast Messages.
The sender can also specify who the message will be sent to, whether it is urgent, and whethef
Incident information should be sent along as well.
Each Broadcast button can be pre-configured with a message, a priority (normal or urgent),
the option of attaching incident information, and the name of the recipient or group of
recipients. These buttons can also be configufed to send the message either immediately, Of
after also clicking the SEND button (this second approach allows the pre-programmed
message to be edited before sending).
The list of Broadcast Messages ( a drop-down list) offers additional pre-programmed messages
that can also be edited before sending.
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Positron Public Safety Systems Corp. Page 83 of 89
Monroe County, FL July 16, 2002
Com e Panel
Message
Entry Area
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Buttons I
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5.7 System Toolbar
The Intelligent Workstation shall provide the ability to program buttons to allow for "point & click"
access to frequently used features and commands such as, print on demand, fast coding of incident
(if Incident Manager OPTION is implemented) and third-party application launch.
Positron Response: Comply
The Power 911 Intelligent -Workstation provides the ability to program buttons to allow for
"point & click" access to frequently used features and commands such as fast coding of
incident, deferred dispatch, and print on demand. This is provided by the Power 911 System
Toolbar. IIi addition to the above, these buttons can also be configured to launch other
Windows NT executables (i.e. other Positron software applications, Windows NT
tools/applications, or third-party software applications th-at have been tested and approved by
Positron for concurrent use on the Power 911 Intelligent Workstation). Each button's Icon can
be customized via standard bitmaps.
Power 911 System Toolbar
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Positron Public Safety Systems Corp. Page 84 of 89
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5.8 Incident Management
As part of an Incident Management OPTION, the Intelligent Workstation shall allow the call-taker
to select a designated incident type, such as fire, auto accident, B & E, after the initial response from
the caller. The system shall present the call-taker key questions relative to the emergency at hand.
Priority questions should be highlighted to prompt the call-taker to get the most important
information first. The information should be automatically stored in the system's database and be
available to all other call-takers. The incident types should be configurable by the PSAP.
The system should also be programmable to recommend primary transfer destination based on the
type of incident. The call-taker should also have the ability to send different types of information,.
such as ANI! ALl, additional location data, or even a script of the incident's questions and answers to
remote printers or faxes via the Enhanced Data transfer OPTION.
Enhancement ofTDD functionality: When the Incident Management OPTION is used, the list of
pre-programmed TDD messages shall be automatically supplemented with additional pre-
programmed messages that pertain to the selected incident type. For example, if the call-taker selects
"domestic Fire" as an incident type, the pre-programmed TDD messages will then also include "Is
anyone still in the building? GA".
Multiple-Language Support: The Intelligent Workstation shall allow the call-taker the ability to
change the language of the questions presented to them in the Incident Detailing section of the
screen. This shall affect both the questions shown here and the pre-programmed TDD messages
associated with each question.
Premise Information Database: The Intelligent Workstation shall support a local database that
provides the call-taker with immediate access to stored information about a specific location. This
information could include building access, hazard warnings, hazardous material information,
structUral plans, evacuation instructions, site photos. The system should not force a call-taker to
read through extensive information in order to find the required information, it should automatically
search for existing information based on the ANI of the call:and indicate to the call-taker that there
is data available for review. Premise Data will be entered by the PSAP.
Standard Operating Procedures Database: Tne Intelligent Workstation shall provide the software
tools to allow for the creation and viewing of an SOP (Standard Operating Procedures) database.
This will assure procedures are applied in a uniform and consistent manner, in addition to providing
training functionality. Based on the type of incident entered, the system shall prompt the
call-taker that procedures exist. In addition procedures shall be displayed in hypertext format,
allowing call-takers to move quickly through the information to access key procedures quickly. SOP
data will be entered by the PSAP. The system shall also allow the importing of third party SOPs,
such as APCO's.
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Positron Public Safety Systems Corp. Page 85 of 89
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Positron Response: Comply
Power 911's Incident Manager module offers the capabilities described in the following.
paragraphs.
Incident Detailinf
The Power 911 Incident Detailing module provides a drop-down list from which the calltaker
selects the type of incident being handled (the list of types is completely configurable).
Upon selection of a particular type, for example "Car Accident", this module automatically
prompts the calltaker with questions specific to that incident type (these are displayed on the
Incident Question Buttons). Ordering or underlining of ~he questions can be used to highlight
which should be asked first.
When the calltaker presses a button corresponding to a question, the question appears in the
Incident Response Area. The calltaker then types the caller's answer. An indicator on each
Question Button lights up to show it's been answered.
When the calltaker moves on to the next question, the previous question and associated answer
appear together in the Broadcast Window, with a time stamp indicating the time the response
was entered, as well as the login ID (name) of the calltaker that entered the information. This
is important as Power 911 allows incidents to be linked together if a calltaker determines that
they are handling the same incident that Was reported to another calItaker (by a previous
caller). The linking causes the corresponding questions and answers to be merged together,
while still showing associated time/user stamps. This is a powerful and easy way to piece
together a more complete picture of a particular incident. (Incident linked in error are easily
unlinked).
-
The incident type selected can automatically change the Standard Operating Procedure
displayed in the SOP Module to the procedure for this specific incident type.
The incident type selected can also change the system recommendation for transfer (this
appears in the Transfers Module). For example, for a "Car Accident", the system may
recommend EMS be contacted first. The system can also change the recommendation based on
a Yes/No answer to particular questions. In our example, suppose the answer typed in by the
calltaker was "No" to the question "Are there any injuries?", the system could be configured
to change the recommendation to contacting Police first instead of EMS.
Also, the standard (i.e. basic set ot) pre-programmed TDD questions can be automatically
supplemented with incident type specific questions based on the type selected.
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Positron Public Safety Systems Corp. Page 86 of 89
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Power 911 Incident Detailing Module
Incident
Question
Buttons
Corner of SlLauent and SlUrbain
Broadcast
. Window
at the scene 0/ accident?
Incident
Response
Area
Multi-Lanfuafe Support
The Power911 Intelligent Workstation (IWS) is designed to work in a multilingual
environment. It offers three levels of flexibility with regards to the language selection.
. Site Language
Positron systems are currently operational in Europe and South America working in
various languages.
-
. User Profile-based Language
. Based on the user login profile, different languages can be used within the same center by
different call-takers.
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Positron Public Safety Systems Corp. Page 87 of 89
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. Interpreter Key Language
Selecting an alternate language changes the language used for incident detailing questions,
as well as pre-programmed TDD messages. This makes it easier to deal with callers whose
first language isn't English, for example in the case of a Spanish-speaking caller, a calltaker
who may be proficient in Spanish will find it even easier to converse with the caller, as they
would not have to mentally translate the questions on the fly (the Interpreter Key does this
for them simply by selecting Spanish (SPA) from the drop-down list). We recommend that
answers be typed in by the calltaker in the language commonly used in the PSAP (a.k.a. the
"Site Language", most commonly English) so that other calltakers (which my not speak
Spanish) be able to read the incident information.
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e you presently blocking traffic?
-
Premise Information
The information within the Premise Information Module is presented based on the ANI of the
call. Should Premise Information be available for the current ANI, the indicator above the
Premise button will automatically light up Yellow.
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Positron Public Safety Systems Corp. Page 88 of 89
Monroe County, FL July 16, 2002
Because we've integrated Microsoft's Internet Explorer within Power 911 IWS, calltakers can
access a wide range of data types with single-click access within a familiar web browser
environment. Many different forms of data (such as plain text, formatted text, static bitmap
images, dynamic images, even A VI video) are supported, and any of these can be a hyperlink
to another online document (clicking on a hyperlink brings you to that particular document).
Content is easy to create and maintain using off-the shelf third-party applications ranging
from simple text editors to what-you-see-is-what-you-get HTML editors such as Microsoft
FrontPage.
Premise Information Module
Available categories are:
. Building Access
. Hazard Wamings
. Evacuation Instructions
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Standard Operatinf Procedures -
The SOP Module within Power 911 allows for the creation and viewing of a Standard
Operating Procedures (SOP) database. The system uses the Microsoft Internet Explorer
engine to display HTML-based operating procedures based on the type of incident being
handled. Procedures are displayed in hypertext format, allowing call-takers to move quickly
through procedures.
SOP information is easily entered and maintained using off-the shelf standard applications
ranging from simple text editors (such as WordPad, built into Windows NT) to what-you-see-
is-what-you-get HTML editors such as Microsoft FrontPage.
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Positron Public Safety Systems Corp. Page 89 of 89
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Please note also that Positron, in alliance with PowerPhone, has developed an on-line version
of PowerPhone's Standard Operating Procedures guide books, which can be viewed in HTML
format using the same point-and-c1ick ease. This provides PSAPs with a fully developed
industry standard SOP supported by Power 911.
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1. Dispatch appropriate fire units to the area.
2. Provide all pertinent information, including:
Type of structure Immediate danger
Area of structure involved
What is actually burni ng
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