Inmate Calls

This chapter describes the different types of calls that inmates can place by using The ENFORCER® calling platform. This chapter does not provide details about the direct use of The ENFORCER® user interface. However, numerous setup, administration, monitoring, accounting, and security functions are handled through The ENFORCER® user interface—and all of these functions pertain to inmate calls. These functions include:

• How these calls are placed from the facility.
• Whether or not a call is billable, and how it gets billed.
• What type of account a call is billed to.
• Which phone numbers an inmate is allowed to call (or may be blocked from calling).
• Specific attributes and restrictions assigned to a called party number.
• Defining the decisions that The ENFORCER® makes to accept/deny, route, and bill calls.
• Using call records and recordings.
• Monitoring an inmate call for security purposes.

All of these functions require a basic understanding of inmate call types (account types), how the phone calling platform of The ENFORCER® product works, and the inmate calling experience.

When inmates place phone calls, they are dialed and completed through an Integrated Voice Response (IVR) system. The ENFORCER® IVR has been programmed with a wide range of voice prompts and messages that play to the inmate, called party, or both parties. These prompts and messages collect required information and book the parties through call billing, verification checks, and the actual conversation.

For each inmate, The ENFORCER® stores detailed information on the Inmate Detail page. This profile can be used to customize a list of numbers that the inmate is allowed to call or not allowed to call. Also, it can be used to define the number of calls an inmate is allowed during a selected time period or to temporarily suspend an inmate from using The ENFORCER® IVR.

For each called party phone number, The ENFORCER® can also store detailed information in a large data table called the Global Numbers library, which is controlled by the Global Numbers function. This record can be used to define one or more Global Number settings that affect calling features or restrictions when an inmate calls the number. Additionally, the Global Numbers function enables setup and customization of phone numbers that support other optional ENFORCER® calling features.

For security and fraud control, The ENFORCER® enables authorized users to monitor in-progress phone calls using The Observer℠ live call monitoring module.

For fraud control and investigation purposes, every call placed through The ENFORCER® is recorded and stored by the system, except inmate calls to attorneys. For each call, a detailed information record, referred to as a Call Record, is stored in addition to the actual recording.

Throughout this wiki, the term call type is used to describe numerous attributes of a specific phone call, including:

• Whether or not the call is billed, such as a free call or an inmate debit call.
• Who is allowed to call the called party number, such as a privileged call.
• The specific identity of the called party being called, such as an attorney call.
• A point-in-time billing exception applied to a call, such as a free call.
• The inmate’s purpose for making the call, such as an account balance check.
• How the call record for the call is uniquely identified.

All of these call types are clarified in their respective context throughout this wiki.

When an inmate makes a pay-per-call phone call using The ENFORCER®, they are required to select a payment method for the call before placing the call. The ENFORCER® IVR is configured to prompt the user to identify the type of call and to provide information necessary to bill the call correctly.

Unless the inmate call is free, each call is billed according to the corresponding account type. Currently, four billable call types are supported in The ENFORCER®. Two billable call types enable inmates to pay for calls. Two billable call types enable called parties to pay for calls. These four billable call types are summarized in the following sections.

Inmate Debit calls are paid for by the inmate using funds that are held in an inmate debit calling account or trust account, such as an inmate commissary account.

Inmate Debit Card accounts are paid for by the inmate using pre-paid debit cards. Each inmate call is then billed to the card's face value until the balance is exhausted. Inmate debit cards are sold in a set cash value increment or a set number of calling minutes, such as $20 or 30 minutes. When a debit card is issued to an inmate, the inmate must activate it before they can use it to pay for phone calls.

Collect calls are billed in the traditional manner; they are billed directly to the called party by a local telephone company or carrier.

For managing potential fraud and bad debt on Collect calls, monetary usage thresholds are defined by default in The ENFORCER®. Consequently, a Collect call attempt may be disallowed by The ENFORCER® if the called party has exceeded the threshold for a defined time period.

Prepaid Collect calls can be made only to a billing telephone number for which a Prepaid Collect account has been established. This type of account is ideal for enabling Collect calls to a number that would otherwise be blocked, such as a cell phone number or customer phone number with credit problems/billing arrangement issues. A Prepaid Collect account enables one or more payers to deposit funds into the account, which are then used to pay for inmate calls.

To view the call flow for requesting a Collect or Prepaid Collect call, see Request Collect or Prepaid Collect Call. To view the call flow for placing a Collect or Prepaid Collect call, see Place Collect or Prepaid Collect Call.

When an inmate first attempts a Collect call to a number that cannot receive a Collect call, The ENFORCER® automatically allows a one-time, 60-second complimentary call to the called party. This complimentary call is granted only when the inmate attempts to call a billing telephone number (BTN) for which no account exists and the customary Line Information Database (LIDB) check process failed for the number. For example, the BTN is not eligible for standard Collect calls.

To promote the establishment of a Prepaid Collect account, an ENFORCER® voice prompt offers the called party the opportunity to set up an account immediately following the complimentary call. At the end of the call, The ENFORCER® offers the called party the option to be automatically connected to the ICSolutions® Customer Service Center. This call is referred to as an admin setup call. If the called party accepts the offer to place the admin setup call, a Prepaid Collect account can be established over the phone to enable future calls for as long as a balance is maintained in the account.

When the inmate makes a second or subsequent Collect call attempt to a phone number, the called party is also given the opportunity for an admin setup call under the following conditions:

• The inmate attempted to call a phone number that has an established Collect account but has exceeded the defined calling threshold or number of allowed calls for the time period.
• The inmate attempted to call a phone number that has an established Prepaid Collect account but does not have a sufficient balance to pay for the call.
• The inmate attempted to call a phone number for which a Prepaid Collect account has been created, but the account has never been funded.

To view a call flow that shows how and when an admin setup call is placed, see Inmate Failed Collect Call.

The bullet points below provide a high-level look at The ENFORCER® processes that take place for an inmate call.

• Validate the inmate making the call through PIN and optional voice validation.
• Enable the inmate to specify a call type.
• Validate that funds are available to pay for the call type (Debit and Debit Card calls).
• Inform the inmate of the current account balance.
• Validate whether the inmate is allowed to call the number based on inmate-specific restrictions.
• Validate whether the inmate is allowed to call the number based on a facility-wide or agency-wide block that may be placed on the number.
• Inform the inmate of the time limit for the call (if applicable).
• If the call attempt fails, inform the inmate, through the appropriate notification message, why the call could not be completed.
• Play a one minute remaining message on call duration (Debit or Debit Card calls).

• Announce the name of the inmate and the location of the facility.
• Allow the called party to optionally check their account balance (Prepaid Collect calls only).
• Allow the called party to accept or reject a call.
• Allow the called party to set a future block status on calls. For example, the called party may block the inmate only, or block all calls from the correctional facility.
• Play a one minute remaining message on call duration (Debit or Debit Card calls).

The bullet points below summarize several conditions that can cause an inmate call to fail the validation process.

• Inmate enters an incorrect PIN (personal identification number).
• Inmate has not completed a required enrollment step.
• Inmate fails voice recognition.
• Inmate is blocked from calling the number by an inmate-specific block on the number.
• Inmate is blocked from calling the number by a global block on the number. No inmates at the facility can call the number.
• Inmate does not have sufficient funds to pay for the call.

• Inmate attempts a Collect call to a number that cannot receive a standard Collect call for any reason.
• Inmate attempts a Collect call to a number that has a Collect account set up, but a pre-defined monthly monetary threshold for the account has been exceeded.
• Inmate attempts a Collect call to a number that has a Prepaid Collect account, but the current account balance is insufficient.