Lexington Call Center System

Federal Prison Industries, Inc. requires a telephony solution to support 200 user devices at its facility in Lexington, Kentucky. Under solicitation number 15ULEX26P00000031, the agency has issued a Justification and Approval (J&A) for a system capable of providing quality voice calls and routing to defined business groups within a corrections environment. The scope includes basic phone controls for agents, restricted outside access through controlled speed dial lists, and supervisory functions such as real-time monitoring, call recording, and playback. The system must also provide voicemail for supervisors and automated routing that adjusts based on business hours and holiday schedules.

Technical requirements for the project involve local site residency for all users and integration with specific existing infrastructure. The telephony solution must integrate with call recording software, such as the Audiolog system, and connect to the company database, SAP S4/HANA, via API for sales order entry. This requirement is classified under NAICS 561421, Telephone Answering Services, and PSC 5805, Telephone and Telegraph Equipment.

The notice was published and last updated on April 21, 2026, by Contracting Officer Michael Gibson. One attachment, titled 12 Point JA for Lexington Call Center_.pdf, was included with the publication. There is no set-aside designated for this specific action.