Lexington Call Center System

Federal Prison Industries, Inc. has issued a Justification and Approval (J&A) under solicitation number 15ULEX26P00000031 for a telephony solution at its Lexington, Kentucky facility. The requirement encompasses a call center system capable of providing quality voice calls to 200 user devices with specific routing capabilities to defined business groups within a corrections environment. The system must integrate with an Audiolog call recording system and utilize APIs to connect with company databases, such as SAP S4/HANA, for sales order entry.

The scope of work includes providing basic phone controls for agents, such as answer, hang up, hold, transfer, conference, and restricted outside access, including controlled outbound dialing via speed dial lists. Supervisory staff require additional functionality, including voicemail, the ability to monitor agent status, and the capacity to monitor, record, and playback inbound and outbound calls. The system must also support real-time viewing, historical and statistical reporting, and automated menu routing that adjusts based on business hours and holiday schedules for all local users.

This procurement is classified under NAICS 561421 for Telephone Answering Services and PSC 5805 for Telephone and Telegraph Equipment. Michael Gibson serves as the Contracting Officer for this action. Documentation associated with this notice includes a single PDF attachment titled "12 Point JA for Lexington Call Center," which was published on April 21, 2026.