Inmate Calls to The ENFORCER® Inmate IVR

In addition to placing calls to parties outside the facility, inmates can access other functions within The ENFORCER® IVR. These functions are summarized in the following table, and the call flows for these functions are presented on the pages immediately following this table.

Menu options and call flows marked with an asterisk (*) are used only at agencies/facilities that are running an optional ENFORCER® module or function. For more information, see the call flow identified in the table of contents by clicking its hyperlink in the right-hand column.

Enrollment is the process by which an inmate is identified to The ENFORCER® and is registered to use The ENFORCER® IVR to make phone calls to parties outside of the correctional facility. The term inmate enrollment refers to this initial call which is placed by an inmate to The ENFORCER® IVR. Depending on the security (inmate passcode) standards and which optional ENFORCER® modules are installed at the agency facility, this enrollment call is used to accomplish one or more of the following requirements for inmates:

• Select their own numeric passcode, which becomes all or part of the PIN (Personal Identification Number) they must enter to make calls.
• Record their name for playback as part of a pre-recorded greeting to recipients of outbound calls.
• Record their name for use as a security identification measure when placing an outbound call.
• Complete the enrollment process for the optional voice verification feature.*

The inmate completes any or all of these enrollment tasks by using the call flow shown in The ENFORCER® Inmate IVR – Main Menu.

This is a call flow used by inmates where an agency requires inmates to complete one or more enrollment tasks to provide the agency with the required information. If applicable, inmates must complete an enrollment process by using this call flow before they can place calls through The ENFORCER® IVR.

If an inmate is not familiar with using The ENFORCER® IVR, this call flow provides a brief tutorial on how to place calls to outside parties.

This call flow enables inmates to access information that is organized into categories that correspond to the options available from this menu. Essentially, this information is a customized port-over of inmate-related and facility-related information, which is available to outside calling parties through the ICS Attendant℠ IVR.

Separate options on this menu enable inmates to:
• Access their Inmate Voice Mailbox
• Access The Communicator℠ IVR

This call flow enables inmates to listen to, save, or delete their Voice Mail messages. Inmates can listen to both old and new messages sent by an authorized ENFORCER® user through the Inmate Messaging function.
Inmates can also hear voice messages left by a calling party with an established Prepaid Collect account.

This call flow enables inmates to leave recorded messages or make requests through The Communicator℠, which is an optional module in The ENFORCER® Inmate IVR.

This call flow enables inmates to access The Informer℠ module in The ENFORCER® Inmate IVR. This optional module enables inmates to report unlawful incidents in accordance with the federally-mandated PREA (Prison Rape Elimination Act) legislation. Inmates can report such incidents anonymously or can anonymously dial external rape, violence, or crisis reporting hotlines.

This call flow enables an inmate to request registration of an Attorney’s phone number. After a facility officer reviews and approves a requested Attorney phone number, the number can then be set up with special attributes by an ENFORCER® user. Such as a Free Call to the inmate or a Do Not Record where required by state law.

At some agencies or facilities, an inmate cannot call a called party number until that number has been reviewed and approved by a facility officer. At these agencies, this call flow enables the inmate to request the approval of the number. After it has been approved, the number is added to an inmate-specific Inmate PAN (personal allowed number) list in The ENFORCER®.

This special call flow is available only where an interface between The ENFORCER® and the agency’s third-party Commissary phone system has been configured by ICSolutions® at the agency's request. This interface enables the transfer of funds from an Inmate’s Commissary account to their Inmate Debit account to fund future calls.