The present disclosure provides details of a system and method for customizing an inmate communication notification. Such a system provides an inmate different customized notification messages to be played to different called parties. The system includes a list of different contacts, and each of the contacts can be associated with one or more contact numbers. Each contact number is associated with one or more customized notification messages. The customized notification messages include terms, phrases, and sentences that draw the called party's attention and sound familiar to the called party. The customized notification messages include customized text files, audio files, and video files. An inmate chooses one or more customized notification messages to be played to a called party.

Systems and methods provide a resident of a controlled-environment facility with voice messaging. The facility provides the resident with voice communication services. In response to a request by a resident for a voice communication with a non-resident, a call request to the non-resident may be initiated. In certain scenarios, the non-resident is unable to accept the call request. If a voice message is authorized, the resident is allowed to record a voice message for the non-resident. Certain restrictions may limit the resident to selecting from automated voice messages. A notification of the recorded voice message is dispatched to the non-resident. The notification identifies a unique link that directs the non-resident to a voice message retrieval system that allows the resident to retrieve and listen to the voice message recorded by the resident. The voice message recording remains under the control of the controlled-environment facility based on applicable security policies and procedures.

A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a list including a plurality of possible recipients of telephony network connections, the recipients identified by a telephony number, determining a status characteristic of the intended recipient based on the addressing information, based on the status characteristic, determining whether the intended recipient would successfully receive a telephony connection request if the telephony connection request was forwarded to the intended recipient, and indicating the determination of whether the intended recipient would successfully receive the telephony connection request on the list.

Systems and techniques are disclosed for establishing inbound calls and outbound calls involving inmates and outside parties. One exemplary technique receives input identifying authorized sources who are authorized to initiate and conduct calls with an inmate and stores a list of the authorized sources. The list, for example, can include telephone numbers, VOIP caller identifiers, and/or call privileges associated with the sources. The technique receives an inbound call directed to the inmate and determines whether the source of the inbound call is authorized or not, for example, by comparing information about the source with information in the list of authorized sources and/or based on the call privileges. If the source is authorized, the call is permitted. If not the technique routes the call to a payment interface for the caller to provide payment information.

A method for teleconferencing between a monitoring device and a user device includes establishing an audio channel connection between the user device and the monitoring device of a remote user; displaying an entry code on a display of the monitoring device; obtaining from a user of the monitoring device a verbal confirmation of the entry code; and, in response to receiving the entry code from the remote user, enabling a camera of the monitoring device. In response to the verbal confirmation, the entry code is sent to the remote user. Enabling the camera of the monitoring device establishes an audio-visual connection between the user device and the monitoring device.

A system for automatic authentication of service requests includes authentication of a remote access device. This authentication may be accomplished automatically prior to text or audio communication between a customer and a service agent. In some embodiments, authentication is accomplished automatically by authentication of the remote access device or accomplished by asking the customer questions. A single authentication of the remote access device may be used to authenticate a service request transferred between service agents. The authentication of the remote device may include, for example, use of a personal identification number, a fingerprint, a photograph, and/or a hardware identifier. Some embodiments include an intelligent pipeline configured for managing queues of customer service requests and/or customer service agent control over a customer's access device. Some embodiments include logic configured to manage and enhance communication channels between devices.

A method comprising performing following acts on a network server: receiving a communication from a client terminal operated by a client; performing a first authentication of the client terminal or client; in response to the first authentication, delivering a first service to the client; after delivering the first service, sending an offer for a second service to the client terminal; receiving an acceptance message for the second service from the client terminal; performing a second authentication of the client terminal and/or the client; in response to receiving the acceptance message for the second service from the client terminal and to the second authentication being successful, delivering a second service to the client; wherein the first authentication and the second authentication use different authentication techniques. Other aspects include a programmed data processing apparatus for carrying out the method and a tangible program carrier instructing the apparatus to perform the acts.

The user calls to the mobile device with a predetermined pattern. In one embodiment the predetermined pattern is coded on the duration of the unanswered calls and the duration between successive calls. The predetermined pattern may be time coded on the durations of successive calls. After detecting the predetermined pattern the mobile device answers the incoming call. The user may continue by identifying via the voice line, if that is required. The mobile device responds to commands provided via the voice line, for example by providing contact information as synthesized speech.

An electronic system for indirect intercommunication messaging includes at least one central processing unit acting as a server, and one or more user terminals adapted to be bidirectionally connected to the central processing unit, wherein each one of the user terminals includes components for preparing and sending to the central processing unit a request for contact with another one of the user terminals, the contact request including data relating to at least one interaction genre and to the identification of the other user terminal; components for receiving and displaying a contact request sent by the central processing unit and coming from another one of the user terminals; the central processing unit includes components for receiving and storing the contact requests coming from each one of the user terminals; comparing the data contained in the contact requests; sending to a pair of the terminals the requests for contact with the other terminal of the pair only if and when coincidence is verified between the interaction genre data of the contact requests and the terminals have been mutually identified, so that the contact between the pair of terminals can only be activated upon the coincidence verification.

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry from a user device at a customer call center server and identifying and authorizing the user from the received inquiry. The method may also provide retrieving a user profile from memory that includes history information based on previous interactions between the user device and the customer call center server and calculating a prediction as to a purpose for the inquiry. The prediction may be based on user profile history, social networking profile information, recent transactions, etc. The method may also provide transmitting a response to the inquiry based on the calculated prediction.