INMATE CALLING SERVICE · officers on ICS system function and administration as officers are reassigned •Repair/replace handsets/ keypads/hook switches on phones in ... For a calling

INMATE CALLINGSERVICE

The Perception...

Called PartyLocal Exchange CompanyInmate

The Reality...

ICS Tech Support will:

•Monitor automatic polling/blockingcycles 24/7

•Provide call detail reports onrequested numbers

•Block/unblock phone number•Change dial patterns for local/longdistance calls

•Analyze line usage to maintainphone availability

•Make test calls to requested bill tonumbers

•Place call alerts•Provide frequently called numberreports

•Maximize officer system expertise onadministrative access functions

ICS Service Technicians will:

•Provide ongoing training of facilityofficers on ICS system function andadministration as officers arereassigned

•Repair/replace handsets/keypads/hook switches on phones incell blocks

•Troubleshoot network connectivityissues and repair them

•Install high-speed modems andmaintain functionality

•Reset/reboot automated callprocessors when necessary

•Upgrade functions of software andhardware when necessary

•Repair and replace defectiveequipment

ICS Tech Support will assistwith investigations:

•Review recorded conversations toburn CDs of requested calls

•Respond to subpoenas forexplanation of ICS system features,call detail records and callrecordings

Installation & Expansion of ICSSystem

•Site surveys•Phone recommendations based onADP and site survey

•Established network connectivity ofindividual inmate phones and facilityadministrative access

•Order all managedtelecommunciations network circuits

• Install and maintain all inmatephones, wiring and administrativeaccess at no cost to the facility

•Coordinate ICS transition tominimize loss of service

•Training of facility officers on ICSsystem function and administration

•Provide a detailed site survey forexpantion and/or new sites

• Install wiring, phones and enclosuresfor expansion

CALLED PARTY VOICE PROMPTS

•Called party answers phone

Hello. This is a collect call from(Name of Inmate), an inmate at the(Name of Detention Center).

This service is provided by Pay TelCommunications.

For rate information, press 1 now.

To accept this call, press 3 now.

To block all future calls, press 4now.

To refuse this call, press 5 or hangup now.

To repeat this information, press 9now.

•Called party presses 3 to acceptcall

Call accepted. Thank you for usingPay Tel Communications.

This call will be recorded and issubject to monitoring at any time.

You may begin speaking.

•Near end of call

You have one more minute for yourcall.

You have 15 seconds left.

•Call is terminated when allottedtime expires

Required ICS System Integrationswith:

•Commissary/Trust Account Systemto allow free calls for:- Transfer of funds for debit calling- Commissary ordering via phone- Trust account balance inquiries- Automated refund of inmate funds

at time of release•Jail Management System to enable:- Sharing of inmate PIN data- PIN based debit calling for greater

security- PIN based biometric voice

verification•Victim Notification Systems•Existing Security Systems•Video Visitation Systems

Non-Revenue Generating ServicesProvided through the ICS

•Free Calls in Booking•Free Calls to Public Defenders•Free Calls to Crime Tip Number•Free Calls to PREA Number•Free Calls to other Facility requirednumbers

•Free Calls to transfer funds fromTrust Account

• Inquiries on Trust Account Balancesto ICS vendor

•Reporting of Grievances to Facility•Requests of Medical Appointments•Reporting of Phone Service Issuesto ICS vendor

“Dumb” phones with vandal proofequipment

•Concealed security wiring,tamper-proof mounting

•Frequent repairs of damage•Specialized mounting, enclosures•Repairs require officer escort oftechnician into secure area of facility

INMATE VOICE PROMPTS

•Phone taken off hook

For English, press 1. For Spanish,press 2 (Spanish prompt spoken inSpanish).


Please enter your personal IDnumber, followed by the # sign.

One moment.

For a collect call, press 1.

For a free local call, press 3.*

To place a debit call, press 5.*

For a calling card call, press 6.*

To report a crime, press 7.*

To connect to the grievance Hotline,press 8.*

To place a commissary order, press9.*

*Where available at facility

Please dial 0 plus the area code andnumber you wish to call.

Please state your name clearly afterthe tone.

Your name has been recorded as(Name of Inmate).

Please hold while your call is beingconnected.

•Called party answers phone andaccepts call

Call accepted. Thank you for usingPay Tel Communications.


You may begin speaking.

•Near end of call

You have one more minute for yourcall.

You have 15 seconds left.

•Terminate call when allotted timeexpires

Manual Emergency Cut-OffSwitches to supplement softwarecontrols

Basic Functions

•Automated collect, prepaid and debitcall process

•Automated Operator provides voiceprompts/instructions in multiplelanguages- Inmate initiates call, enters PIN,

dials number•System performs internal databasescreening- Number blocks: harassing calls,

witnesses•LIDB/BNS database validation query•LIDB identifies unbillable calls toC-LEC and wireless numbers, billednumbers screening (”BNS”) andoperating company number (”OCN”)of LEC

• In service date and bill name andaddress query

•ACP determines correct call routing•0+ to 1+ call conversion•Call is completed•Call branding with name of facilityand inmate’s name

•Called parties with C-LEC, VoIP,and Wireless numbers are provideda “First Call Free” and thenconnected to a live agent to open anaccount to receive future calls

•Automated rate quotes•Call time limits•3-way call detection•Voice overlay/repeat branding• Incoming calls blocked•Fraud digit detection to preventsecondary dial tone

Recording & Monitoring

•Full time, full channel recording andarchiving of conversations

•Real time monitoring of inmateconversations

•Flag calls for alerts to monitorconversations real time- Emails or cell phone calls

•Record and playback of inmateconversations

•Monitor calls by PIN, phone numberor cell block

•Voice identification•Key word search

Administrative Access

•Allow facility to have direct controland access to databases andinformation

•Administer security levels andclearance codes

•Digital and mechanical controls toturn off individual phones or cellblocks

•Provide administrative and statisticalreporting

• Implement and removeadministrative blocks

•Flag calls to specific called numbers•Flag calls from various Cell Blocksto same called numbers

• Implement call alerts for real-timecall monitoring and investigation

•Administer PINs to restrict access toapproved numbers only

Basic System Operation

One or more facility officers pershift

•Trained on operation of the ICSsystem

•Answer questions from inmates andfamily members- How calls are billed- Why calls are blocked- How to receive calls to C-LEC,

VoIP, and wireless carrier numbers•Maintain administration list ofnumbers to be blocked- Facility numbers- Judges’ numbers- Victims’ numbers- Officers’ numbers- Witnesses’ numbers- Jurors’ numbers

•Take requests from the public tohave numbers blocked

•Administer prepaid cards if utilized•Administer debit system if utilized- Set up debit accounts- Receive payments- Refund unused funds

•Administer a PIN system if utilized- Maintain approved number list- Maintain attorney list with ‘do not

record’ setting•Contact ICS provider for serviceissues

•Accompany ICS technicians while infacility to service inmate phoneequipment

•Enroll newly booked inmates intothe voice biometric system

Manage Call Traffic


•Maintain negative databases ofblocked numbers

• Initiate call traffic reviews•Flag calls to specific phone numbersfor review

Manage System


• Increased educational requirementsfor officers to learn to use system

•Facility officers have full access andcontrol of system

•Establish security levels andclearance codes for various officers

•Remove and implementadministrative blocks

•Generate reports and statisticalanalysis

•Research and identify call trafficpatterns

Record & Monitor Calls

Two or more facility officers pershift

•Flag calls for system alerts for realtime call monitoring andinvestigations

•Real time monitoring of inmateconversations

•Recording and playback of inmateconversations

•Burn CDs of conversations forfurther review

•Assist law enforcement detectiveswith ongoing investigations relatedto specific inmates

•Respond to subpoenas for call detailrecords and recordings

Investigations

• Initiate call traffic investigations•Flag calls for system alerts for realtime call monitoring andinvestigations

•Monitor inmate conversations realtime

•Burn CDs of conversations forfurther review by investigators anduse in court cases

•Analyze biometric tools to identifytargeted calls for in-depth review

Inmate Calling Service Providercompletes calls via leasednetwork – calls are connected tothe calling party via:

•LECs or C-LECs connect calls tocalled parties that use POTS service(land lines)

•Wireless carriers connect calls tocalled parties that use wirelessphones

•VoIP providers connect calls tocalled parties that use VoIP service

Customer Service will:

•Provide 24/7 account setup•Offer bilingual service•Answer calling plan inquiries• Implement customer requestedblocks

•Secure bill name and address•Contact customers to verify billing•Process direct bill credit applications•Perform direct bill credit checks•Assist with account billing andcollection

• Investigate Ethical 3-Way Calls foraccount credits

•Respond to inmate inquiries on debitaccount balances

•Respond to customer inquiries ondropped calls for credits

•Respond to customer inquiries onaccount balances

•Respond to customer refundinquiries

•Process refund request•Process account payments

LEC Billing

•Processing billing records to LECs• Identify off-net and Code 50 rejects•Maintain database for off-net andCode 50 rejects

•Live agents to assist customers withinquiries

Direct Bill & Prepaid Accounts

•Provide 24/7 account setup•Website access for customers tosetup and manage their account

•Automated phone account setupand account management

•Credit Verification•Live agents to assist customers withinquiries

•Fraud Investigations•Delinquent account collection•Process account refunds•Provide monthly account statementsautomatically delivered via websiteor mail, including:- Period beginning acount balance- List of all calls during period, with

rate- List of all government mandated

taxes and fees- List of all account payments and

credits- List vendor tariffed Bill Processing

Fee- Period ending account balance- Payment options and vendor

contact information

Manage Customer InactiveAccounts

•Comply with state specificUnclaimed Property Laws

•Maintain Account Balances•Automatically refund balances tocustomers at six (6) months ofinactivity

•File Annual Reports with StateEscheat Tax Departments forrequired year (3-5 years)- Report remaining account

balances along with customername and address

- Pay funds to appropriate state forall remaining account balances

Recording &Monitoring Functions –

Facility OfficerResponsibilities Called Party

Technical SupportCenter

24/7 Client SupportICS Customer Service

24/7 SupportICS Customer

Account ServicesLocal Exchange

Company

ICS SystemIntegrations &

Required Free ServicesFacility AdministrationOfficer Responsibilities

Centralized ICSAutomated Call

PlatformInmate Phone &Manual Controls

© 2013 Pay-Tel Communications, IncPrepared by Pay-Tel Communications, Inc.







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Inmate Phone &Manual Controls


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Inmate Phone &Manual Controls


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INMATE CALLING SERVICE · officers on ICS system function and administration as officers are reassigned •Repair/replace handsets/ keypads/hook switches on phones in ... For a calling