GAZINE OF THE APCC®

January 2008 Volume 16 Number 1

**************** ***AUTO**SCH 3- DIGIT 100 I.. ,I Ill,,,,,, II I,, I,, I, I, II,,,,,, Ill,, I,,,, II I,, I,, .. II, II,, I MR MARK THOMAS PO BOX 181 S4 NEW YORK NY 10185-0181 Pl UmR1 s Po stages1o I PAID Permit 133 ISenatobia, MS Here's the scoop ... on opportunities in the inmate phone market 1,ocsa 111aes th Are yo u aware that x~Year!S! . e average count . 'I* cl Vil fl\ll-,continue to offer iinportant educational ills over $7 50 y 1a1 11 b per pho ~ opportnnities at AJ_>CC 2008 per month . ne il 1 in collect & ...· , \ 1 1 I r:-J Vil fl\ll.. , continue to pro"ide our custoiners , ...•••• ! .... , j credit card call s.? ~ith the latest fl~l 70 and dispute 1 j ~ . ·;l resolution updates Vil fl\ll,-continue to ensur~ carriers coinply *C"ity and county · -1 cl ~a~ work-release facirti Ja~ s, haH-way houses ~ with their 'f0\\gate respons1b1hues I es and Juvenile detention ~enters. cl Vil fl\ll.-continue ~ur aggr~ssive collection efforts NCIC has developed a proprietary inmate platform that allows payphone providers to easily become inmate telephone providers. By simply placing a coinless payphone into ~ . against ~ non-paying carriers the local jails or allowing NCIC to provide you with VOiP equipment you can tap into the inmate telephone market with no investment. r:-J Vil fl\ll... continue to offer the inost ~ kno~led.geable custoiner support in the industrY NCIC provides: Features & Benefits: • The best web presence and obtains the leads for our customers • No expensive on-site equipment • The largest collect billing footprint in the operator service industry • Call recordings with web access • Credit card collect to cell phones • Personal ldentif ication Numbers (PINs) ~ t},~li~ffr • Easy-to-use web reporting customizable for you and the jail • Detailed call reports • International collect calling to Mexico, Canada and other countries • Multiple language support ,,cc set\liees to11a1\ • In-house customer service 24/7 • Live and automated operator services • A bi-lingual call center • Live monitoring via web interface • Asterisk based VOiP platform developed \l\\ll:l l-·•\ICCS\ll88S,C01\\ Don't Miss Another Day! by in-house engineers. Call us now at 888.686.3699 • VOiP interface allowing up to 24 phones or email us at info@n cic.com per single DSL line • Prepaid collect and prepaid PINs NCIC Operator Services 606 E. Magrill St • Longview, TX 75601 • Fax: 903.757.4899 www.nc1c.com 625 Slaters Lane • Suite I 04 • Alexandria, Virginia • 2231 4 • Toll Free: 800-868-27 22 • http://www.t1pccside11s.com IS YOUR FACILITY IN A COMMUNICATIONS Put justice on your side QUAGMIRE? The inmate phone market can be a tough business, and that's why you need the best product money can buy. That's where we come in. Our inmate phones give Legacy Inmate you the strength and reliability you need, and they're easy to install and maintain. Communications Services Can Help! Features include: With Legacy you have found a communications provider that can • Durable 14-gauge stainless steel service all your communication • Tamper-resistant security screws needs directly-equipment, origination and termination • Metal keypad is moisture, fire and shock resistant of calling, validation, and billing! • Heavy duty armored handset is hearing aid • Fully Automated Inmate Calling & CC-350 Flexible Calling Reports for compatible and has an anti-static receiver • CC-450 Administrative and Investigative Use • Calling card service compatible On-Line Daily Revenue/Commission • Works with most autodialers and call controllers and Calling Reports • Reinforced window for customized instruction cards Call Control PIN Applications • Built-in volume control button Access Control Monitoring Direct Billing of all Unbillables! Inmate Advance Pay Family Calling Accounts ,COMMUNI~! T1(/)N CONNECTION-"...- sc>'o,z9s.S6!II ·· ~R,ayp!t.one'l000.com Call today to learn more! ' ·''.:,_·_' ' ' 1:.0.. ~:) 800-577-5534 Inmate Calling www.legacyinmate.com Services You've been looking for a new re ue opportunity, and we have it. Partner with us to offer phone service to inmate facilities. There is a lot of opportunity for you to sell this service to small jails in areas you're already serving. You make the sale, install dumb phones and an Internet circuit, and we handle the rest. Our Correctional Control Network is the most robust inmate calling and investigation network on the market today. Please see below for some of the features our system offers. • Call recording • Reverse lookup • Investigative alerts • Call detail • Web-based administration • One time name recording • Live call monitoring • Custom voice prompts • Call blocking • Network monitoring • Pl N PAN administration • Call diversion alert • Prepaid debit cards Phone control C U I I O M I E l E C O N N E C I I N t • Cu1tomizi111t your telecommunication need,. • Automated bank card collect (ABC)

/\II fcalL1rcs of tile Co1rectio11al Co11trol Network have llee11 clevelopecl ;111cl tested i11 cooperntio11 with l,1w cnfrncemcnt agencies. C,111 Cl I tocl,1y for a live) de111011stratio11 of tile Corrnctional Co11trol Network. Cover design by Ellen Custer, 800.672.9080 2d - A design collaborative www.customteleconnect.com editorial PERSPECTIVES ON PUBLIC COMMUNICATION

PUBLISHER Tracey Timpanaro Maybe you're not call­ DESIGN ing back because you're Sharon Cordell, In Grapl1ic Detail too busy. I understand completely, but please CONTRIBUTING WRITERS • t • Stacey L. Bell, Dan Collins, know that we are very .. Flori Meeks, Sara G. Stephens . sensitive to your time con­ i • APCC PRESIDENT cerns. If we call you for a l Willard R. Nichols story, the interview is usu­ APCC STAFF ally around 30 minutes. In . • APCC represents PSPs at the Evelyn Bruggeman Darnel P. Collins addition, we're very easy to work with and the u Ruth Jaeger Maria Kerr FCC, at state PUCs and on Carol MacDougall Willard R. Nichols questions we ask are easy for you to answer. David Rosse Helly Shareefy t--1 Capitol Hill. Deborah Sterman Tracey Timpanaro I also wonder if you're not calling back because = you think you have nothing to contribute. Let me Staff e-mail example: • APCC produces a monthly [email protected] assure you that nothing is further from the truth. -u (except Timpanaro: [email protected]) ·- magazine that helps PSPs We've interviewed hundreds of PSPs over the years, ::::l maximize the profitability of APCC BOARD OF DIRECTORS and each one had something valuable to say - = Chairman James Kelly Ill We can't do it without you their businesses. 0 Michael Bright David Cotton even the very smallest providers. Al Gerlach Don Goens I'm just going to be really honest with you guys: Something else you should realize - not only u Mason Harris Lin Harvey • APCC hosts the largest annual Greg Hogan Janie Hughes We need your help. is Perspectives a valuable resource for your busi­ 00 trade show that focuses on Ray Kadingo Tom Keane As most of you know, we interview PSPs every ness, it's also an excellent educational and advo­ Rick Lubbehusen Tammy Martin = products and services for PSPs. Ray Mastroianni Howard Meister month when we're putting together articles for cacy tool for audiences that are very important to 0 George Niden Dennis Novick this magazine. In my 13 years at Perspectives, you us all - our elected legislators and public policy­ Brian Oliver Gary Pace ~ ·- • APCC keeps its members up Bruce Renard Waite, Rice all have been a tremendous asset in providing makers at state PUCs and the FCC. These groups co to date on crucial legal and Tom Rose Martin Segal valuable information that we have been able to make decisions that are crucial to our businesses. u Ralph Tipple Vincent Townsend regulatory issues, including share with others in the industry. Do you really want the only news they get about several special "members only" APCC Most of you also know that today's business the independent payphone industry to be from ·-::::l 625 Slaters Lane, Ste. 104 = portions of our Web site. Alexandria, VA 22314 environment is probably the toughest you've the mainstream media, which likes to bury us (703) 739- 1322 • (703) 739-1324 (fax) faced, and your company clearly needs all of your (prematurely) at every tum? a [email protected] • APCC advises its members Perspectives magazine attention. My concern is that these challenges are I know times are tough right now - I get that. a on required federal forms and 625 Slaters Lane, Ste. 104 impacting your availability and openness to help­ But in order to do our best in this situation, we 0 Alexandria, VA 22314 deadlines. (281) 646-0051 • (281) 578-8423 [fax) ing us when we call on you for your expertise. Let have to stick together as an industry, and I believe u [email protected] me share the most recent example. that would be very difficult to do without a unify­ • APCC educates consumers Display advertising When working on a feature article recently for ing tool like Perspectives. u Classified advertising and policymakers about the Jannette Corcher this magazine, freelance writer Flori Meeks called The bottom line is that I'm not running a ·- importance of payphones. (864) 278-3013 ..0. 26 payphone providers, and only 7 returned her route, and therefore I can't produce this magazine - [email protected] ::::l call. That's not a very high percentage. To make without you. So the next time we call, please call ~ • APCC members receive matters worse, she called most of them twice, us back. I know it will be a tremendous benefit to For subscriptions and address changes: www.apcc.net significant discounts to attend so that's almost 50 phone calls. That's a lot of us, and I believe to you as well. APCC trade shows. phone calls. ::.... The great irony in all of this is that most of • APCC has 1,000 members. APCC -.;,. you tell me how valuable Perspectives is to you and We'd love for you to join us. that you read it from cover to cover every month. For that value to be maintained, we need your Tracey Timpanaro Official magazine of the American Public Communications Council Inc. help today more than ever. Publisher

www.apcc.net PERSPECTIVES I JANUARY 2008 7 by Sara G. Stephens

OSPs create new inmate phone service business using VoIP and partnerships with PSPs eager to enter this growing market

Payphone service providers (PSPs) have taken their time breaking into the inmate phone busi­ ness, and with good reason. The industry had a well-deserved reputation of being confusing, complicated, and costly. But a recent switch in operator service provider (OSP) strategies may be changing the face of the inmate phone service business. And small PSPs could stand to benefit, according to David Cotton, president and chairman of the board for the Southern Public Communication Association. Fifty percent of the association's work involves inmate communications, and the group represents 70 to 75 percent of all correctional facilities' phone calls today. David Cotton has been personally involved with inmate communications since 1982. "I've seen it grow up from the start," Cotton said. "I've worked for big companies and small companies and have sold some of my own. I've got jails as small as one phone and state contracts with as many as a thousand phones."

New trends create new business Cotton recognizes the role that high commissions have played in large companies' ability to attract and retain their correctional institution customer base. But he points out a new trend in this market that looks beyond commissions and demands high technology that empowers law enforcement to do their jobs better and protect the general public. Combine this trend with a matter of bottom-line basics for OSPs - call volumes from pay­ phones have dropped significantly over the last five years - and you have the key to unlocking a new opportunity that works for all parties involved. "The volume of calls from payphones is nowhere near what it used to be," Cotton explained. "Now imagine you're the OSP and you've made your money and built your company. Your lifestyle depends on calls made from payphones. The OSPs are put into the position of pay­ phone providers," he said, "and they've come to the same conclusion that, in order to make money, they have to diversify," PSPs have diversified their revenue streams with advertising on payphones, air/vac/water machines, ATMs, and so on. "They've had to fight and scratch to stay in business. And the OSP is in the same boat," Cotton said. "It's a natural progression, and all the payphone (Editor's note: The ability for OSPs to integrate VoIP OSPs now are incorporating new voice over Internet protocol (VoIP) technology, enabling provider has to do is go and sell the jail, install sin­ into their service offerings could be in some doubt them to send voice data over the Internet, rather than using the public switched telephone gle-line sets, and a high speed data circuit," Cotton because of a pending action at the FCC and ongoing network (PSTN), and thereby reducing charges by telephone companies. Because OSPs have said. When a call is made from that facility, the call litigation in the federal courts.) processed collect calls made from payphones and the hospitality market, they naturally are travels over the Internet to the OSP, who then com­ starting to apply this technology to the inmate market by adding features that correctional pletes the call, handles the billing, and provides all Some unique chall~nges customers already were demanding (for more information, please see sidebar). the features. "OSPs have entered this business as a matter of sur­ Their next challenge was to find a partner to help sell the idea. Payphone providers are "The OSP has, in essence, taken on the confu­ vival," Cotton said. "PSPs are using it as a means to perfect for the task. As a group, PSPs might have much to gain from such an alliance as a sion, complication, and costliness. So it makes sense diversify and augment their own businesses. It's a means of augmenting declining payphone business. that a lot of PSPs are doing it." good partnership if they get it right."

8 PERSPECTIVES I JANUARY 2008 PERSPECTIVES I JANUARY 2008 9 Inmate phone rates In states Where the PSC has established a rate cap, the rates listed are the maximum rates allowed for a 10-minute inmate local collect call. In states where there is no rate cap, the rate listedJs the PSC-approved LEG rate.

State Getting it right starts with understand­ "The sad part of the inmate phone industry 13 percent during the five-year period, from about ing that the inmate phone business diffe~s today is that people are willing to charge higher 1.53 million in 2006 to around 1.72 million by 2011. Alabama BellSouth $ 1.75 Yes dramatically from the worlds these entities rates to justify paying higher commissions," he The increase is attributed to mandatory minimum Alaska N/A N/A know. "You're not dealing with the corner said. "That has been very bad for our industry. Too sentences, a decline in inmates being granted paroles, Arizona Qwest $ 1.95 Yes store," Cotton said. "It's law enforcement, many people have taken the eye off the customer." and a general crackdown on crime. The study also Arkansas SBC $ 3.50 No and they carry guns." Townsend contends that the cell phone era was reports that in some states a high rate of repeat California SBC $ 3.70 No Tongue-and-cheek comments aside, hastened because PSPs let OSPs charge higher and offenders plays a role in boosted prison populations. Colorado Qwest $ 2.90 No Cotton illustrates the breadth of interac­ higher rates on payphones, which drove people When applied to the call volumes associated Connecticut SBC $ 3.80 No tions with whom this market deals: law away from using payphones. with these inmates, it's understandable why the Delaware Verizon $ 2.25 No enforcement, Congress, state public service Because certain inmate providers may continue numbers look so good for inmate phone service Florida BellSouth/CAP $ 2.25 Yes commissions (PSCs), special interest groups, to charge unreasonable rates, significant pressure providers. "It's totally the opposite of payphone Georqia Cao $ 2.70 Yes the Federal Communications Commission has been generated at the regulatory level to dramat­ graphs in general, which have shown a steady Hawaii Hawaiian Telcom $ 1.70 No (FCC), and the general public. ically reduce the rates that can be charged. A bill in decline," Cotton said. "This is just one reason why Idaho Qwest $ 1.91 No "If a company is operating unethically, Congress and a petition at the FCC are both attempt­ PSPs may want to consider broadening their services Illinois SBC $ 4.64 No it's going to be called to the carpet quick," ing to do just that. to include this market." Indiana SBC/CAP $ 3.50 Yes Iowa Qwest $ 2.55 Yes he said. "You've got to do what you say, "Don't look for ways to charge the highest rates," Entering the market Kansas SBC - SWB Public $ 4.05 No and say what you do." Townsend warns, "otherwise, your business model Kentucky Bell South $ 3.00 No Cotton says he has seen inmate phone will be shot to smithereens when you have to lower Making it into this new market is all about finding Louisiana Cap $ 2.31 Yes providers who commit to charging one rate your rates." the windows of opportunity, and entering through Maine Verizon $ 3.44 No and then charge another. He points out This lesson on ethics also applies to business them before they shut. Maryland Verizon $ 1.35 No that many law enforcement officials are partnerships PSPs may form with OSPs in entering the "It's a short window," Cotton said, "because most Massachusetts CapNerizon $ 4.50 Yes elected. They can't risk frustrating voters, inmate phone market. In this situation, the PSP must facilities have a four- to five-year contract with a Michiqan SBC $ 4.45 No and they won't risk this outcome with a stay on top of the rates being charged for each facility. provider. You can't just go over there, offer them a Minnesota Qwest $ 2.55 No service provider who is inconsistent or, "If I were going into business today," Townsend better deal, and get the business tomorrow. There's Mississinni BellSouth/Cap $ 3.00 Yes worse, unscrupulous. said, "the single most important thing I would do a lot of homework involved, and if you miss the win­ Missouri SBC $ 3.26 No Cotton offers a recent example: One to avoid abusing relationships with my client is to dow, you have to wait another three to four years for Montana Qwest $ 2.76 Yes inmate's mother had been calling her make sure the rates being charged comply with your the next opening." Nebraska Qwest $ 4.80 No son five times a month for 10 years (and state's regulations, and are not excessive rates." So a PSP's best bet is to do the homework as Nevada Cap/SBC $ 2.08 Yes obviously planned to continue doing so Townsend also recommends that the PSP ask early as possible. This includes finding out who the New Hampshire Verizon/Cap $ 1.55 Yes for his lifetime sentence). "An inmate for guarantees to which the OSP will adhere - rates facility's current provider is, when the contract is New Jersey Verizon $ 1.79 No phone provider went in there and started upon which both parties agree. It should be clear that up, and to whom the bid must be submitted. New Mexico Qwest $ 3.03 No charging more, so the call that used to any deviation is just cause to terminate the contract. "The key is timing," Townsend said. "Find out New York Verizon $ 3.25 No cost her $12 now cost her $30. Naturally, The diligent PSP will not cease his efforts here, when their current contract expires. If it's next year, North Carolina Bell South $ 1.64 Yes she called the public service commission. but rather establish monitoring methods to check on talk to them this year. If it expires in 2009, talk to North Dakota Qwest $ 6.04 No We just can't afford bad publicity from the rates. "I'd place test calls myself every single them in 2008." Ohio SBC $ 2.25 Yes one provider to generate a bad perception month, unbeknownst to anyone," Townsend said. Payphone providers should check the counties Oklahoma SBC $ 3.85 Yes with policymakers." "Place local collect calls, interLATA, intraLATA, and and cities where they already do business to find Oregon Qwest $ 2.58 No "There's enough business out there for interstate. Set things up so the bills come to you prospects, and then check those prospects in terms Pennsylvania Verizon $ .2.07 Yes everybody," Cotton said. "There's no reason from people you know in these locations. It's one of how viable they are with the PSP's business plan. Rhode Island Verizon $ 4.60 No for unethical behavior." , way to make certain the rates South Carolina BellSouth $ 2.60 Yes High OSP rates helped drive people you're allowed to charge are being South Dakota Qwest $ 3.15 No away from payphones to cell phones, charged." CllV JAIL REVENU EEXAMPLE Tennessee BellSouth $ 1.00 Yes according to Vincent Townsend, president Texas SBC 6.15 Yes $ of the North Carolina Payphone Association Exploring the market generating $50 monthly per bed = $10,000 gross (OSP collects) Utah Qwest 2.75 $ No and president and founder of Pay-Tel U.S prisons could continue to Vermont Verizon $ 2.15 Yes Communications Inc. Pay-Tel was founded see an increase in the number PSP receives 68% $6,800 Virainia Verizon $ 1.25 No in 1986 and entered 'the inmate phone ser­ of inmates during the next five less 50% paid to facility $5,oob Washington Qwest $ 1.65 No vice industry in 1988. The company now years, according to an analysis West Virginia Verizon $ 2.75 Yes Total net to PSP $1,800• has more than 3,000 inmate phones, and by Pew Charitable Trusts. The Pew Wisconsin SBC $ 4.45 Yes serves 177 facilities in the Southeastern report was released in February Wyoming Qwest $ 4.80 No (.,_o cover costs such as the data circuit, phone bills if applicable, United States. 2007. It projects an increase of ...... $ 2.98 This ll11ormation was excerpted from a chart from Technologies Management Inc. For more nf(:Jlfffatioq, please visit www.tminc.com. PERSPECTIVES I JANUARY 2008 11 Specifically, payphone providers should analyze Because most RFPs require five years of experi­ the historical rates of the largest phone provider in ence and references from similar size facilities, these the area. "Stay in line with collect call charges set by contracts are difficult for the newcomer to land. "If your state PSC or those rates previously set by the you're not local and don't have experience, you're local LEC for the inmate market, or you won't be a not going to get it," Cotton said. viable choice," Townsend said. "You can't depend on the Internet solely to get "We get Technologies Management Inc. (TMI) to your leads," he said. "You have to work." Inmate p~ane system features provide us with current rates for the various states Cotton recommends starting out local and start­ OSPs and PSPs are partnering together to offer phone "Let's say I've arrested a gang member and I know we do business in," Townsend said. "It tells us which ing out small, building your reputation gradually. service to the inmate market.- OSPs use VoIP and the phone numbers of other gang members," Cotton states are regulated and what the rates are for local Most city jails, county jails and private facilities don't other technology in their switches to offer the said. '½s soon as one of the numbers is dialed, police calls." Within jails, 80 to 90 percent of inmate calls go out to bid, and many of these facilities do not put "smarts" of the phone service, while PSPs sell the authorities can be notified." are local, Townsend explained. "Make certain you out an RFP. And most of these contracts are won by service to the facilities and install dumb phones and Voice and speech recognition: As the term sug­ know the regulated rate and if it makes sense with local people with small- to medium-sized companies. other equipment on site. Here's a breakdown of what gests, this feature places a microphone in the phone. your business plan." "Sheriffs and many chiefs of police are elected," the market has demanded in inmate· payphones; all The inmate must speak his name and have his voice Cotton said. "If they can get their phone service from of these features are available via this platform. recognized and cleared to talk before placing a call. Finding the opportunities a local company, with the features they need, they're Blocking: This feature is useful in a number of "There's still no way to completely stop one inmate A PSP's first inclination might be to jump on the going to do it locally." situations. Judges don't want calls from inmates, from impersonating another," Cotton said. "But it Internet and Google his way to inmate phone Cotton said that most of the contracts he gets are and neither do witnesses. These people can have gives you the same thing as hot number id." request for proposals (RFPs). from direct relationships. "Nothing beats a face to their numbers automatically blocked or unblocked Cotton explains that if anyone uses certain words, "You're in for a rude awakening if you think face," he said. Some of these smaller facilities don't from an inmate's calling capabilities. such as "kill," "Islamic," "murder," "rape," and so on, that's how you get to be successful," Cotton warns. even have a contract, and you can get one right 3-way call detection: One way inmates can get the system can send a notification to the appropriate "If an RPF is out on the Internet, everyone and his away. Others have a contract with a provider across around their call blocking is to call a third party and officials. "It helps them be proactive instead of reac­ brother are going to bid on it," he said. "You're going the nation. "He looks at you as a local, someone who have that person call you in tum. Three-way call tive," Cotton said. Other technologies can also be to have the big boys out there, probably 20 or 30 votes, your family and employees vote," Cotton said. detection prevents this type of detour. employed. Some maximum security prisons, for companies, bidding against you." "If you provide him with the same service, he's going PIN activation: Some facilities issue each inmate example, choose fingerprint and retina scans over with you." a personal identification number (PIN) to use any­ voice prints. Establishing personal relationships and turning time he or she makes a call. This lets the system Video visitation/video arraignment: This tech­ them into prospects involves simple but effective administrator easily review specific calls made by nology is being used to save money and to protect efforts. Here's what Cotton recommends: the inmate and also allows the administrator to the general public. With a $20 camera, you can pro­ 1. Draw a 100- to 200-mile radius circle where your restrict the inmate's phone usage, if necessary. The vide great imaging to facilities. technicians are already servicing phones. PIN system is not infallible, according to Cotton. "Previously, if an inmate was injured, or was 2. Within this area, identify all city jails, county jails "One inmate may use another's PIN," Cotton said. being arraigned or needed to speak to an attorney, and private facilities. "But it works 85 to 90 percent of the time." he'd have to be taken out of the facility and loaded 3. Make a spreadsheet to track your information. Recording: Recording used to be a rarity, mostly in a van," Cotton said. "The facility would have to 4. Make phone calls to introduce yourself. for logistical reasons. It required using tape, record­ pay for security, so there were additional costs, and 5. Visit the facilities and let them see you in person. ing devices, and bulky equipment. Now PC recording of course, the chance for escape." 6. Send out pamphlets and brochures describing has made recording and storage much more practi­ With video visitation, a simple kiosk is placed in your services. cal, and the feature has become almost mandatory a room. The inmate is then able to video conference 7. Attend city council meetings to understand local in correctional communications. Millions of conver­ with his attorney or the doctor's office. For visitation needs. sations now are recorded and stored. The recordings purposes, families can hook up a camera at home or 8. Go to the state sheriffs association meeting and become tools for prison officials to use in protecting visit their library with a DSL connection; instead of get a tabletop display so they get to see you and.. prisoners and witnesses. And recently, they have having to travel to the facility, they can make a video know you. proven instrumental in issues of homeland security. visitation. "If you do these things," Cotton said, "you'll get "In today's world, recording is 99 percent of the time Cell phone detection: The smuggling in of cell one location. Then two. Then three and four. Then mandated by an RFP," Cotton said. "Most organiza­ phones has become a real problem in correctional they're calling you. Then, when you go against the tions provide it, and in the last five years it has facilities. A prepaid cell phone has value in that it big boys, you have a track record you can use. become standard." can't be tracked, so gang members can still run their "I'm not saying 'don't' try to hit a home run," he businesses from inside. With cell phone detection, explained, "but the idea is to get on base and be in Advanced features anytime a cell phone is activated, the appropriate the game. And you have to be in your own yard." • Hot number notification (also called "specified num­ officials can be notified. The units can be quite Fax: 800-933-5303 or 815-338-0009 ber notification"): This feature notifies interested costly, but are gradually becoming more cost-effec­ Sara Stephens is a freelance writer who is based in Houston. She site at: www.customtel.com parties when an inmate dials a specific number. tive, Cotton said. has more than 20 years of experience writing and editing for technology and computing publications.

12 PERS PECTIVES I JANUARY 2008 PERSPECTIVES I JANUARY 2008 13 Buddy Childers Oeft) very much enjoys visiting • with his customers. In this photo, he talks with David Stephens of the Cass grocery store.

psp spotiig ht "My brother-in-law was not interested by Sara G. Stephens in growing," Childers said. "He didn't want to give any more time, so he's leaving the business. I don't think he really enjoyed the time he put into it. But I enjoy it. It's not work to me. It's fun. It's fun to service the phones and talk to the customers. It gives me something to do."

A true payphone veteran Active in all aspects Buddy Childers is a throwback to the days when milkmen and postmen thought It makes sense, then, that Childers will of route customers as family replace his brother-in-law with only one employee, so he can continue to be Buddy Childers got a letter from BellSouth attorneys two years after hanging his payphone involved in all aspects of the business. "I shingle. They said that the former Georgia state representative had named his payphone do installation, collecting - the whole bit," company, Bell Grant, in violation of Bellsouth's copyright. And they "requested" he change it. he said. "I don't know that there's any part But Childers said all his locations are good. "If Childers did so, albeit reluctantly. The name, after all, was not arbitrarily chosen. of it I don't enjoy." the phone's not making money, we take it out and For 36 years, Childers had worked at BellSouth. Thirty-one of those years were spent in This enthusiast's approach to his work extends put it somewhere else," he said. A current example the local exchange carrier's {LEC's) payphone division. Not long after Childers retired, the even to clearing payphone troubles. "You diagnose is a car wash location that's not producing much, stock market plummeted. Childers lost a lot money and was determined to get it back. the trouble, repair it, and move on," Childers said. although Childers is not certain of the cause. "You When BellSouth announced it was getting out of the payphone business, Childers saw the "I take pride in all my phones," he explained. "Every just don't know why some locations work well and opportunity and grabbed it. time I go on a phone, I clean it up really well. You others don't," he said. Although all of Grant Telecom­ "I knew that for at least a while, there would still be a need for payphones," he said. won't find any graffiti on any of my phones." munications' phones are currently making money, "So I set out to get the payphones as [BellSouth] was getting out of the business." Childers said he would advise any payphone Childers said he tends to take down one payphone Childers started buying payphones, one by one, already in place. All he had to do was service provider {PSP) with employees to make sure a month. service them. "It was a windfall for me," said Childers, who now owns between 80 and 85 their phones stay clean and neat. "Graffiti begets His strategy for finding new locations is simple. payphones. graffiti," he said. "It doesn't take that long to clean - "There are still a lot of convenience stores around," Childers has renamed maybe five to 10 minutes." His technique is simple he said, "because a lot of people are not as aggres­ his business to Grant but effective: take a wet rag, get some dirt with sive in the payphone business anymore. Historically, Telecommunications Inc. gravel in it, and work over the graffiti. "The gravel we just go looking around for another convenience He doesn't like having to acts like sandpaper," he said. ''And I always keep store." drop the "Bell," but the some touch-up paint on hand to keep my booths best part, named for his looking clean and new." What next? grandson, Grant, still The workload is manageable. Childers' pay­ Childers speaks cautiously but optimistically about remains. phones are all in Georgia, within five counties. plans to grow his business. "I'm 69 years old and not For many years, He drives 30 to 45 miles to service the phones and a young man," he said. "I'm not looking to build." Childers worked with his averages around 11,000 miles a year. He checks his Still, Childers plans to bend the ear of David Cotton, brother-in-law, also a phones every morning via modem. He seldom has a president and chairman of the Southern Public BellSouth retiree. The two customer call him about a troubled phone. "I usually Communication Association, about voyaging into the of them worked around 15 have them cleared before the customer even knows inmate payphone market. "I worked with BellSouth hours a week, and that's they're out," he said. and know inmate services is the business to get the way Childers expected Grant Telecommunications boasts a strong cross­ into," he said. "They're no,t going anywhere, so it's things to continue - until section of locations, including convenience stores, a a business that's not going to fade away." the time of the writing of hospital, and several factory break rooms, which are If he were younger, Childers said he would get this article. his strongest producers. into high speed Internet. "Telephones as we know

Dr. Ann Moss of Ward 's Pharmacy is one of Childers' favorite customers.

14 PERSPECTIVES I JANUARY 2008 PERSPECTIVES I JANUARY 2008 15 - psp spotlight

• Childers (right) visits with Wayne Sanders at a convenience store, which was one of Childers' origina l locations.

"The political system is important for everybody- business and non­ business," Childers said. "With the stroke of a pen, the government can change the direction of your business. That's why it's so important to have a good state association to pull political clout. One voice is not as viable as the voice of 300 people." True to his word, Childers is a mem­ ber of the Georgia Public Communica­ tions Association, and the American Public Communications Council Inc. {APCC) . "The Georgia association has them will be over computers," he said, "and there done a really good job negotiating with BellSouth are companies springing up everywhere that provide to get our rates down so we can afford to stay in that service today." the PSP business," he said. "If we were still paying "I'd advise any younger person to get into that the rates we used to, we'd be out of business." business," he said. "If they would like to contact me, He said he also appreciates the regulatory battles I'll put them in touch with people who can help the APCC has fought on behalf of payphone providers. them." He noted that dial-around compensation has dropped considerably in the last two quarters, though. "We The future of payphones don't know the cause of that," he said. VEARS Despite his love of the industry, Childers is at heart a realist. The biggest challenge is trying to keep the On a personal note 'STANDING phones working and finding locations where they Childers chaired the Georgia state Legislature's can generate enough revenue to stay in business. health committee. Fifteen years ago, he was diag­ STRONG "If people are going to stay in business, they're going nosed with prostate cancer. He's still fighting it to to have to look for other ways to generate revenue," this day. he said. "My advice to any male over 45 years of age is "We've weathered the storm by getting with to get a PSA test," he said. "Otherwise, they're play­ companies that provide the best O+ income," ing Russian roulette. Childers said. He offers marital advice, too. "My wife and I have But primarily, Childers sees the impact cell a relationship where she does things she wants to phones have had on the payphone business. Bottom do, and I do the same," he said. "It's worked pretty line: He does not recommend that people enter the well for us." industry at this point. And his final bit of advice is to PSPs everywhere. 'l "People can make some money, but they have to "I think everyone knows that customer relationships work harder and stay on top of it," he says, adding are very important," he said. "Even though we pay that he'll pass his business on to Grant if it's still them a commission, a lot of times commissions are there. "He's 12 years old now. By the time he's ready, not as important as service. That's why it's critical I don't know where the industry will be." to keep phones working and keep your customers happy." • A little bit of politics Childers served in the Georgia state Legislature for Sara Stephens is a freelance writer who is based in Houston. 30 years. His views on politics are understandable - She has more than 20 years of experience writing and editing and noteworthy. for technology and computing publications.

16 PERSPEC TI VES I JANUARY 2008 With over a dozen state and national APCC 2008: parks within easy driving distance, 20 Years Stancling Strong Las Vegas is the ideal starting point 20th Anniversarv Highlights and Special Events for many outdoor adventures. Come celebrate with us. APCC 2008. Imagine the possibilities. APCC will be commemorating our 20th anniversary at Caesars Palace in Las Vegas, Nevada, June 24 - 26, at APCC 2008. • Twenty years ago, five payphone owners had a vision - to establish an organization that would support the independent owners of payphones nationwide and to represent their issues to legal and regulatory bodies. That vision became the American Public Communications Council, Inc. • Today, APCC represents nearly 1,000 member companies and thousands of dedicated professionals who work diligently to protect the independent public communications industry. APCC 2008 celebrates the spirit, resiliency, and on going legal & regulatory efforts on behalf of the independent payphone industry. We invite every public communications professional to make plans to join us for this milestone event.

EDUCATION SESSIONS Wednesday, June 25 and Thursday, June 26 • Revenue solutions. Advance your business 20 creative ways through information shared in the APCC 2008 general education classes, exhibitor-run Bonus Mini Sessions, and the expanded computer lab. Innovation is no longer optional.

EIPOHAll Wednesday, June 25 and Thursday, June 26 • Solutions your business needs to meet today's challenges - that's what you'll find in the APCC 2008 Expo Hall. Meet one-on-one with strategic partners and discover the many companies ready to meet the needs of the independent public communications industry.

20TH ANNIVERSARY INDUSTRY CEUBRATION Thursday evening, June 26 • Remember the '80s? Pull out those acid-washed jeans, dust off the Members Only jacket, frizz up that hair, and put on those aviator sunglasses. APCC makes history again with a one-of-a-kind party celebrating 1988 in all of its overflowing coin box glory. • This fun-filled evening, including dinner, music, dancing, contests, prizes and a few surprises, will cap off the APCC 2008 experience in true retro style. Mark your social calendar now. This is a can't miss tradeshow event. Rock on! Visit www.apcc.net for complete APCC 2008 details and updates. Registration and Hotel Infer PRE-REGISTRATION FORM APCC 2OOB CONFERENCE & EXPO 3 Easv Steps to Register tor APCC 2008 YEA R S ~STANDIN G JUNE 24-26, 2OOB • CAESARS PALACE • LAB VEGAS, NEVADA (ag:j3BTR D N O 1. Complete the APCC 2008 Pre-Registration form. ATTENDEE INFORMATION (One fo rm per registrant. Please duplicate form for additional registrants.) You'll need to choose between the All Inclusive Package or the Expo Hall Package. Details about what each Name: ______Title: ______package includes can be found on the pre-registration form. Company Name: ______Address: ______2. Mail or fax completed form to: City, State, Zip: ______Fax: 703-739-1041 Country: ______Email: ______Mail: APCC, Inc. Phone: Fax: ______ATTN: APCC 2008 REGISTRATION OPTIONS EARLY BIRD 625 Slaters Lane, Suite 104 Prior to A~er Amount Alexandria, VA 22314 May30 May 30 Due ALL INCLUSIVE PACKAGE AP I APCCS Rate* $245 $295 c--- Entrance to all APCC 2008 events including Additional Member Rate 3. Contact Caesars Palace Hotel to make vour room reservation. Welcome Breakfast, all education ses ion , all (if you ar r gi tering Call Caesars Palace directly at 1.800.634.6661 or register online at www.apcc.net. Simply click on the APCC 2008 Expo Hall events, the computer lab and th $195 n/a mu ltiple .m end fr m the $ 20th Anniversary Industry Party. Hotel and Attendee Registration Information link and follow the directions for online registrations. APCC's ame memb r company) contracted room rate with Caesars Palace is just$169.00 a night. Be sure and reference APCC Group Code SCAPCB I-- to access this special rate. Important note: you cannot go to the Caesars Palace web site and input APCC's group Non-member Rate $495 $595 code . When registering on line, you must use the special link provided on APCC's web site only. Pending availability, EXPO PACKAGE the cut-off date for all registrations using the APCC Group Code is May 30, 2008. APCC/APCCS Rate* $95 $125 Entrance co all Expo Hall events and the $ computer lab. Tickets to other APCC 2008 events may be purchased separately. Non-member Rate $145 $195

APCC 200B's Host Hotel INDIVIDUAL CONFERENCE SESSION $50 Caesars Palace, Las Vegas, Nevada TICKETS All Attendees (times the number ofsessions $ purchased) _~> -. {;• : An Exceptional Hotel for a Milestone Event (pricing is per session) From the moment you walk WELCOME BREAKFAST TICKET All Attendees $35 $ 1 through the doors of Caesars APCC 20th ANNIVERSARY All Attendees $50 Palace Hotel in Las Vegas, INDUSTRY PARTY TICKET $ Nevada, you know you have *APCC/APCCS rate is available to APCC members a11d APCC Services customers only. TOTAL DUE $ arrived at one of the most M~ prestigious resorts in the world. PAYMENT INFORMATION (Payment must accompany registration fo rm) Caesars Palace delivers on all APCC is looking into of the important details that D CREDJT CARD D AMEX D MC D VISA Credit Card # ______Exp. Date ___ hosting a golf tournament make the difference between Cardholder's Name: ______Cardholder's Signature: ______an ordinary visit and a as part of APCC 2008. D CHECK: Check# ______spectacular stay in Las Vegas. EARLY BIRD PRICING SPECIAL D DIAL AROUND DEDUCTION Details will be posted Register before the (Available to current APCCS Dial Around Customers Only) For a complete overview of all that May 30, 2008 pre-registration deadline on APCC's web site, I authorize APCCS to deduct the TOTAL DUE above from Caesars Palace has to offer, log on to save $$ OFF on-site prices. www.apcc.net, as soon as my July 2008 Dial Around Payment. http://www.harrahs.com/ · they are available. • casinos/caesars-palace/hotel-casino/property-home.shtml APCCS Dial Around Account Number: ______HOTEL INFORMATION: ' CAESARS PALACE HOTEL ',fi ····.,'I . • ...· ...... ' ... " - . . . APCC Group Code for all room Mail or fax form to: LAS VEGAS, NEVADA ' .... ', (.- • \ , . 1'-.J . :~·· .. \ APCC 2008 • 625 Slaters Lane, Suite 104 • Alexandria, VA 22314 PH: 800-634-6661 1-.. f . reservations at Caesars Palace: ,-:.1 ·, L ::} • \ - ·--: ·•t·:·;-:,~. ec<· · I .. '' • ~ Fax: 703.739.1041 . - '-· ;. . . f . .• ' •. ., , I Cut-off date: May 30, 2008 SCAPCB .1.r~• _: ' - ~ it \.;~~~ - ,·-(;_ ~t -,} . ?/i'{'"._ For the latest updates on APCC 2008, log onto www.apcc.net APCC Group Code: SCAPC8 r . ,, . ' , I...... ;* I •....;_ .. -_. • ''1'. t '~ _,,_

-- °"- --·--•- _:_ '.:t. tate briefs

New York The Independent Payphone Association of New York (IPANY) held a general member­ ship meeting on Nov. 14 in East Elmhurst New York. The meeting included reports on recent legal and regulatory developments, 211 usage, developments in the new ser­ vices test (NST) rate and refund proceeding, and Verizon's dial-around compensation shortfall. It was reported during the meeting that IPANY staff continued their bimonthly meetings with the New York City Department of Information Technology and Telecommunications (DoITT) to discuss and resolve issues such as disproportionate fines, move-to-the-curb applications, building line fees, review of notices of violations, 211 implementation, reduction of building commissions to the city and presubscrip­ tion to designated long distance and operator services. While substantial progress has been made in attempting to correct the disproportionate fines charged by DoITT, such as a $2,000 penalty for a lost quarter in a payphone, it was reported that a good deal of work remains in bringing reasonableness to the fines. It also was reported that IPANY continued to actively participate with other state associations in a cooperative effort to secure a favorable ruling by the Federal Communications Commission (FCC) on retroactive NST refunds. If the commission ultimately rules unfavorably on the IPANY petition for refunds, the association will continue to pursue the issue at the FCC and in the courts. The IPANY Holiday Party was scheduled to take place on Dec. 12.

NCPA, SCPCA The North Carolina Payphone Association (NCPA) and the South Carolina Public Communications Association (SCPCA) held a joint meeting in Charlotte, N.C. on Nov. 15 and 16. The meeting opened with a dinner reception on Nov. 15 . Following a meet­ ing of the NCPA board of directors, the morning session on Nov. 16 began with open­ ing comments by NCPA President Vince Townsend and SCPGA President Walter Rice. The comments were followed by a presentation by American Public Communica­ tions Council Inc. (APCC) President Randy Nichols, who updated attendees on recent developments in several areas, including the ongoing litigation against AT&T, Sprint

PERSPECTIVES I JANUARY 2008 23 - state briefs

and Qwest, the status of complaints filed at the FCC against nonpaying carriers and the collection and enforcement efforts by APCC Services. The afternoon session of the meeting included presentations by vendors and the meeting concluded with a dinner industry briefs reception. The date and location for the next joint meeting of the NCPA and SCPCA will be announced in early David and Amanda Cotton with President Bush 2008. • Inmate 102 session focusing on sales, marketing SPCA, TPOA and the bidding process (the session is open to product news The Southern Public Communication Association any provider or vendor); (SPCA) and the Tennessee Payphone Owners • correctional communications providers regula­ Talk Too Me Association (TPOA) will be holding a joint meeting tory meeting; Talk Too Me has announced a product line extension for its EncircleALL platform that Feb. 20-21 at The Peabody Memphis Hotel in • dial-around updates, including information on will serve the inmate market. Memphis, Tenn. Highlights of the meeting will the latest Supreme Court ruling and collection EncircleALL Inmate solutions equips inmate service providers and payphone ser­ include: efforts; vice providers (PSPs) to deliver products and services to inmate facilities, jails and • board of directors and general m embership • southern state leaders meeting; halfway houses. meetings; • vendor reception; The service, which is available nationwide, enables clients to process inmate calls • APCC legal and regulatory updates; • hospitality suite; and with little out of pocket investment. Talk Too Me offers clients a number of options to • NST litigant meetings; • product and services displays and demonstra­ select based on their level of involvement in a project. Talk Too Me can provide com­ • revenue enhancement sessions; tions by vendors. plete oversight and commissioning for the facilities, or it can simply handle the vali­ A discounted room rate of $155 has been secured dation and advance pay database integration. Clients also have access to online at the host hotel. Reservations can be made by call­ account management and reporting tools. ing 1-800-PEABODY (732-2629) and pressing 2. In EncircleALL Inmate solutions includes Talk Too Me's I-REACH services, a patent­ Go into your new venture order to receive the discounted room rate, reserva­ pending solution designed to increase call completions, and ultimately, result in more with an old friend. tions must be made by Jan. 31, and callers must iden­ revenue for service providers and facilities. tify themselves as being with the Southern Public In addition, Talk Too Me officials say the new program reduces bad debt, as it Communication Association. The hotel can be viewed delivers advanc pay r v nu on a timely basis while eliminating the complexities of TU LLC now offers Quadrum coinless/inmate online at www.peabodymemphis.com/home.cfm. the old syst m for proc ssing advanc payments. payphones: For additional information, please contact Validation nd/or transmission is carried through a network that combines tradi­ • highly durable Veronica at (866) 305-0836, or send an e-mail to tional and voice over Internet protocol (VoIP) services. The result is a reliable, fully • volume control [email protected]. redundant n twork that utilizes the cost advantages and features of VoIP where it's • 3 levels of transmitter available without jeopardizing the round the clock provision of inmate calling ser­ sidetone reduction In other SPCA news, Amanda and David Cotton vices, said Abbie Forrest, president and CEO of Talk Too Me. • armor dial keypad visited Washington, D.C. on behalf of the association "After 31/2 years of integrating our traditional network with broadband and VoIP • ringers are an option in October 2007 to meet with congressional repre­ services, we have a solid appreciation of the associated pros and cons of each tech­ sentatives and senators to encourage them to con­ nology, not to mention an understanding of when and when not to utilize broadband • variety of handset tact the FCC regarding the NST refund petitions cord lengths for network connectivity," he said. "We have vigorously tested our integrated solution currently before the commission. Several of the ~ for several years, and we're confident in the EncircleALL solutions that form the back­ • replacement parts Congressional members agreed to assist with the bone of our EncircleALL Inmate solutions." available NST petitions. For more information, call (941) 308-8255, or e-mail [email protected]. The Cottons also attended the Republican Governors Association meeting during their time Legacy International Inc. in Washington. The meeting provided the opportunity Legacy International Inc. is now providing local payphone dial tone service in Texas L. L. C. to remind several governors an~ other elected officials "Serving the payphone industry since 1985" and California. of the important role payphones play in America. "Legacy's dial tone product will breathe new life into the marketplace by further ~ The highlight of the meeting for the couple was the decreasing monthly expenses for our customers," said Legacy CEO Curtis Brown, who • Randy Pakos/Pat Soltis • Cheryl Barker • jerry Sherman opportunity to meet and speak with President George added that the company excels at both order processing and customer support. 800-735-6597 866-528-5 352 8 77-528-5 352 W. Bush, an experience they will not soon forget. • The company's rates are as low as $17.85 per month (plus the end user common

24 PER SPECTIVES I JA NU ARY 2008 PERSPECTIVES I JANUARY 2008 25 - industry briefs industry briefs -

line [EUCL] charge) in Texas and $19.75, which calling, Web-based call reporting, call and fraud con­ are an option, and customers can select from a num­ includes EUCL, in California. trol service, PIN applications, monitoring and Inmate ber of handset cord lengths. Legacy has been providing operator service, Advance Pay Family Calling Accounts. Replacement parts are available as well, includ­ directory assistance, long distance, international "Legacy opened its Inmate Communications divi­ ing keypads with electronics, handsets, cradle hooks calling programs, discount and user programs, com­ sion about a year ago with one goal in mind: helping and hookswitches. petitive local exchange carrier {CLEC}, operator ser­ our clients diversity their revenue streams, thus For more information, call a TU sales rep: Randy vice billing and free trouble ticket/repair service to increasing the likelihood of both our success," Brown Pakos, (800) 735-6597; Pat Soltis, (800) 735-6597; the payphone industry for more than 11 years. said. Cheryl Barker, (866) 528-5352; or Jerry Sherman (877) "We are currently providing our myriad of opera­ Legacy Inmate Communications has helped PSPs 528-5352. tor service and long distance programs in all 50 attain more than 600 city and county facilities dur­ states and have every plan to cover the map with ing the last 14 months. "We will not only supply our our local dial tone product as the months progress," clients with city, county and state requests for pro­ people & places Brown said. posals {RFPs), we will do our utmost to help them Within the next several months, the company win the bid," Brown said. Q3Telecom will be offering dial tone in Arkansas, Connecticut, For more information, call (800) 577-5534, or visit Business leader Janie Hughes recently received the Illinois, Indiana, Kansas, Michigan, Missouri, Nevada, www.golegacy.com. 291st star on the Palm Springs Walk of Stars. Her star Ohio, Oklahoma and Wisconsin. was unveiled Nov. 3 at 538 N. Palm Canyon Drive, in Legacy also is offering inmate communications TULLC front of the Palm Canyon Theater. The Palm Springs services to the payphone industry. Its program TU LLC has introduced a new line of coinless pay­ Walk of Stars, which was founded in 1992, honors includes off-site administration, automated inmate phone products. The company has acquired the manufacturing individuals who have contributed to the charm, and distribution rights to the Quadrum Coinless/ prominence and name recognition of the greater Inmate Public Telephone Product Line. The products Palm Springs area. Their stars are placed on the carry a one year warranty on materials and work­ sidewalks of the city. manship. Hughes started her career as an airline stew­ TU LLC is manufacturing the 6Q and 7Q phone ardess for Eastern Airlines and is now the sole models, which are FCC approved (Federal Communi­ owner of the airport telecommu­ cations Commission) and compatible with local nications company, Q3Telecom. phone companies' central office and private service The company has pioneered large provider switching systems. payphone and public telecommu­ The 6Q2 telephone is designed for use where nications projects in numerous space is limited or a small phone is desired. The airport venues, including the San Announces ... units are 5.2 inches wide, 10.7 inches high and Francisco International Airport and 2.3 inches in diameter. Janie Hughes Los Angeles International Airport. The lowest The 7Q fits the footprint of a standard pay­ Hughes regularly donates her time and resources phone and measures 7.5 inches wide, 21 inches to charities throughout the Palm Springs area. Directory Assistance high, 3.6 inches in diameter at the top and 4.6 For more information about the Palm Springs rates in the industry. inches in diameter at the bottom. Walk of Stars, visit www.palmspringswalkofstars.com. Y E ARS The phones are available in steel with Bell blue For more information about Q3Telecom, visit www. S T A NDIN G powdercoat paint or finely finished stainless steel. q3telecom.com. • S T RONG Call us for a quote These phones are designed to be long lasting and withstand abuse. 866-631-USIS (8747) All of these products are equipped with volume Please send industry news to: M:i:ffl control and three levels of transmitter sidetone Tracey Timpanaro reduction, which eliminates the need for confi­ Perspectives magazine dencer-type handsets. The security screws that 625 Slaters Lane, Ste. 104, attach the front cover to the mounting plate are Alexandria, VA 22314 available in pin-in-head and spanner styles. The Phone: (281) 646-0051 phones also include an armor dial keypad with a Fax: (281) 578-8423 1/8 inch thick steel vandal-resistant plate. Ringers E-mail: [email protected]

26 PERS PEC TIVES I JANUARY 2008 PERSPECTIVES I JANUARY 2008 27 fO RSAlf ...... , ...... fOA SAlf ......

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fOR SAlE ...... PAYPHONE SfRVICf &REPAIR ...... PAYPHONE SfRVICf & REPAIR ...... Aovrnnsrn 1Nofx ALL STAR Sopchoppy~ We're the best, so give us a call. APCC ...... 6 Payphone · .· ,· We offer: HANDSETS Special offer - APCC Services ...... IFC Repair • sales and service • installations route maintenance The Highest Quality New and Refurbished PROTEL cf ELCOTEL • route management • repairs $15 per phone APCC 2008 ...... 17-22, 26 Handsets Circuit Board & Components • programming • rate files, etc. Communication Connection ...... 3 At The Lowest Prices -_.. Relays $8.00 • appraisal and verification service -_.. Coin Cos $8.00 Superior service • All 50 states Custom Teleconnect Inc...... 4, IBC New Handsets ...... $12.00 Yes -_.. Key Pad $12.00 email: [email protected] • www.jftenterprises.com We purchase all out of service handsets -_.. 3-5 Day Turnaround A-Grade Refurbished Handsets ....$ 8.00 Ask for John • 914-709-1700 Custom Telephone Printing ...... 12 We pay up to $0.50 for each + shipping -_.. Certified + 25 yrs exp A-Grade Refurbished Long ...... $ 9.00 Handset SS Sell Your Used E ui ment For To S Legacy Long Distance ...... 2 The Sopchoppy Boys! Give us a Try, '""' NCIC ...... 1 1 Free A-Grade Refurbished Handset 8 0-962-9100 P~ l. SOLUTIONS BELLCORE QUALITY REPAIR **** For our existing customers call to receive details on our Loyalty Bonus **** .l6 Mathis Rd .. Sopchopp,·. FL .l 2.l58 since 1997 Talk Too Me ...... BC • Handsets Circuit Bo rd and Parts Repair Contact Tim iiiB~ • Relays Ernest ~ lntellicall TU LLC ...... 24 Phone ... (818) 269-3725 Fax ... (909) 988-6878 • Hoppers 4195 Chino Hills Pkwy., Chino Hills, CA 91709 • Dials Protel ~ Elcotel • Coin Tracks BOARD REPAIRS US Interconnection Service ...... 26 The Largest Coin Inventory in the U.S. Since 1984 $35 per board repair Classified ads are accepted on a pre­ paid basis only. Classified ad rates are @ Ric 800/544-0059 $30 for 25 or more $1 per word with a 40-word minimum, 6 months warranty or $50 per column inch for display ads. 3 - 5 day turn around time Classified ads are accepted in written Buy. Sell. form only. To place an ad, please call We are proud to introduce WE REPAIR PARTS TOO Jannette Corcher at (864) 278-3013, or We've got send your ad to: our new Maximum High 1-888-926-8057 Perspectives magazine Security cabinet design ... you covered VISA and MasterCard accepted. 625 Slaters Lane, Ste. 104 either way. SHIP TO: Alexandria, VA 22314 • The 15000/15002 is the preferred 59 Lauderdale Lane, cabinet design for many national petroleum chains. Call Jannette at Crawfordville, FL 32327 864.278.3013 Web site: www.electronrepair.com 02008 by the American Public • Quality products since 1972 with Communications Council Inc. This over 100,000 units placed. publication may not be reproduced in • Largest manufacturer with a complete line f OR SAlt ...... whole or in part without the express of AIR MACHINES, AIRNACUUMS, basic written permission of the American VACUUMS, TURBO POWERED COMBINATION Public Communications Council Inc. VACUUMS & VACUUM ISLANDS. Perspectives is published 12 times • Many of our machines ship within 5 business days. per year by the American Public Communications Council Inc. 1.800.553.8861 (toll-free) Perspectives is offered for information www.jeadams.com purposes only. Statements of fact or opin­ E-mail: [email protected] • Air/Water Machines • Payphone Enclosures ion by authors or advertisers are believed to be true, but should not be considered • Air Vacs • Pedestals as legal advice. If legal advice is required, contact your attorney. • Security Vaults • Inmate Products Perspectives reserves the right to reject any advertisement submitted CALL TODAY FOR MORE DETAILS for publication. 1-866-874-8210 WWW.TPITEXAS.COM

30 PERS PECTI VES I JA NUA RY 2008 PERSP ECTIVES I JANUARY 2008 31 last word

by Stacey L. Bell Tip talk PSPs share the great ideas they learned at APCC 2007 • Small changes can add up to a big differ­ ence. Consider, for instance, the effect that adding one new product - like ATMs or air/vac machines - could make to your bottom line. Or how much time you might CTI Offers: save if you could automate more of your business processes. "" • · Operator Services Payphone providers found a bounty of helpful Steven Giammanco, vice president tips to benefit their businesses at APCC 2007. ID TEL, Staten Island, N.Y. • Collect Calls Dial *11 ' Attendees enjoyed information-packed educational Owns 30 payphones and a payphone supplies · • Inmate Services sessions on marketing, business and operational business; 23 years in the business (Correctional Control Network) issues and step-by-step computer labs showing "The 'Innovations 2007: A Case Study' session I them how to make the most of Word, Excel and pointed out that there are still a lot of opportuni­ i ",-. • Pre Call Advertising APCC's Web site. Also valuable were the numerous ties besides payphones to increase your revenue. . 1 networking events and hours spent in the exhibit Air/vac machines, ATMs and other products - • FLEX ANI Identifier I ~­ hall. During in-depth conversations with colleagues there are still locations available if you have the I -. ! • { Directory Assistance and vendors, PSPs learned how particular product right salesperson." lines are affecting others' businesses as well as • · 1 + Long Distance how to maximize income and minimize expenses David Swearingen, president ' · •-.On Time Commissions in today's challenging environment. Florida Public Telephone Co., Jacksonville, Fla. Following are three attendees responses to the Owns 300 payphones; 10 years in the business I ...... 1 ,. ,, ••....._ • Online Reporting question, "What is the most valuable idea or infor­ "I missed the opening session on 'Preparing Your I I If .,- mation you learned at this year's show?" Sales Arsenal,' but I wish I'd seen it in person II •. ~\. . .. - because I've heard it was great. The speaker's mes­ I . •• ". Cathy Distrito, co-owner and office manager sage was right on. He said PSPs should not go into a TransFlorida Communications Inc., Miami prospective location and tell them everything you're Owns 100+ payphones as well as air/vac machines going to do for them; instead, we should ask them and Internet kiosks; 12 years in the business what they want. We need to orient our message "The bonus mini session 'Valid Not Paid,' which from the location owner's perspective, not our own. discussed why a dial-around payment report would "I really enjoyed George Sowards' talk on show payphones that were validated for payment 'Innovations 2007.' His presentation took a "different yet received zero compensation, was the best. I approach. He discussed the whole history of com­ found out why this happens, how to check it out munications, starting with smoke signals, and he on my phones and what to do to get paid. showed where payphones were located along a "I also found the computer lab session 'Navigating scale that currently ends with wireless and other the APCC Web Site' valuable. I thought I knew every­ forms of advanced technology. We're in the middle thing that was on the site, but I found that there's of a communications evolution, and there are still even more information than I realized. For example, lots of opportunities if we're willing to make some there are regulatory pages that show the latest activ­ transitions." • ity with the FCC and other organizations and a help­ ful glossary of terms. Just learning under what titles Stacey L. Bell is a freelance writer who specia lizes in business to look for different information will be very handy." and marketing issues. She is based in Tampa, Fla.

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