SYSTEM AND METHOD FOR ELECTRONIC NOTIFICATION IN INSTITUTIONAL COMMUNICATIONS

Abstract

Disclosed is a multi-mode communication notification system and method for improving communication between an inmate and a third party by enabling a third party to send a web-initiated contact request for a specific inmate and further allowing the inmate to check his/her contact requests or be automatically notified of contact requests. Additionally, the system electronically notifies the third party when the specific inmate has been notified of the contact request. Further, the system notifies the third party if they have missed a call from the specific inmate.

Claims

1. A call management system for a correctional institute that provides web-initiated contact requests, the system comprising: a telephonic instrument located at the correctional institute and associated with an inmate of the correctional institute; a router coupled to the telephonic instrument and configured to route telephonic communications to and from the telephonic instrument, the telephonic communications being between a local user using the telephonic instrument and a remote user located outside the correctional institute; and a control platform configured for monitoring, recording, controlling, storing, and billing related to the telephonic communications, the control platform comprising one or more processors and/or circuits configured to: receive a call attempt from an external caller directed to the inmate; determine that the inmate is unavailable to receive the call; terminate the call attempt; and transmit a notification message to the inmate, notifying the inmate of the missed call attempt.

2. The call management system of claim 1, wherein the control platform is further configured to transmit, in response to transmitting the notification message to the inmate, a message to the external caller that informs the external caller that the inmate has been notified of the missed call attempt.

3. The call management system of claim 1, wherein the control platform is further configured to: in response to the determining that the inmate is unavailable, prompt the external caller to leave a message; and storing the message in a central database.

4. The call management system of claim 3, wherein the message is selected from a list of predefined message options.

5. The call management system of claim 4, wherein the control platform is further configured to: prompt the external caller to select one of the predefined message options from among the list of predefined message options.

6. The call management system of claim 3, wherein the notification to the inmate is an electronic communication transmitted to the telephonic instrument.

7. The call management system of claim 1, further comprising a web server, wherein the control platform is further configured to use the web server to transmit the list of predefined message options to the remote user and receive from the remote user the selection of the one of the predefined message options.

8. A call management system, comprising: one or more databases that store call restrictions associated with an inmate of a correction facility and recorded messages; a telephone instrument associated with the inmate; and a control platform configured to: receive a call from an external party directed to the inmate; determine that the inmate is unavailable; direct the external party to leave a voice message for the inmate; store the received voice message in the one or more databases; perform security analysis on the received voice message; and in response to the received voice message satisfying the security analysis, notifying the inmate via the telephone instrument as to the voice message.

9. The call management system of claim 8, wherein the security analysis includes performing speech recognition on the received message.

10. The call management system of claim 8, wherein the one or more databases further store inmate schedules and availability.

11. The call management system of claim 10, wherein the control platform determines that the inmate is unavailable based on the inmate schedules and availability.

12. The call management system of claim 8, wherein the control platform notifies the inmate of the voice message via an SMS text message sent to the telephone instrument.

13. The call management system of claim 8, wherein the control platform is further configured to: receive an inmate voice message from the inmate designated for the external party; analyze the voice message for content; initiate a call to the external party in response to the voice message passing the content analysis; verifying an identity of the external party during the call; and play back the inmate voice message for the external party in response to the verifying.

14. A method for exchanging a message between an external party and an inmate, the method comprising: receiving a call from an external party directed to the inmate; determining that the inmate is unavailable; directing the external party to leave a voice message for the inmate; storing the received voice message in a database; perform security analysis on the received voice message; and in response to the received voice message satisfying the security analysis, notifying the inmate via the telephone instrument as to the voice message.

15. The method of claim 14, wherein the security analysis includes performing speech recognition on the received voice message.

16. The method of claim 14, wherein the database stores schedule or availability data of the inmate.

17. The method of claim 14, further comprising: receiving an inmate message from the inmate directed to the external party; analyzing the inmate message for content; and delivering the message to the external party.

18. The method of claim 17, wherein the delivering includes: initiating a call to the external party; verifying an identity of the external party; and playing back the message for the external party.

19. The method of claim 18, wherein the verifying includes receiving a personal identification number from the external party.

20. The method of claim 18, wherein the verifying includes performing voice verification on the external party.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

[0066] A further understanding of the invention can be obtained by reference to a preferred embodiment set forth in the illustrations of the accompanying drawings. Although the illustrated embodiment is merely exemplary of systems for carrying out the invention, both the organization and method of operation of the invention, in general, together with further objectives and advantages thereof, may be more easily understood by reference to the drawings and the following description. The drawings are not intended to limit the scope of this invention, which is set forth with particularity in the claims as appended or as subsequently amended, but merely to clarify and exemplify the invention.

[0067] For a more complete understanding of the invention, reference is now made to the following diagrams in which:

[0068] FIG. 1 depicts a block drawing of the preferred embodiment of an inmate call management system according to the invention.

[0069] FIG. 2 is a flow chart depicting the preferred process implemented by the invention of a third party initiating a contact request for a specific inmate.

[0070] FIG. 3 is a flow chart depicting the preferred process whereby an inmate attempts to contact a third party.

DETAILED DESCRIPTION OF THE INVENTION

[0071] As required, a detailed illustrative embodiment of the invention is disclosed herein. However, techniques, systems and operating structures in accordance with the invention may be embodied in a wide variety of forms and modes, some of which may be quite different from those in the disclosed embodiment. Consequently, the specific structural and functional details disclosed herein are merely representative, yet in that regard, they are deemed to afford the best embodiment for purposes of disclosure and to provide a basis for the claims herein, which define the scope of the invention. The following presents a detailed description of the preferred embodiment (in addition to some alternative embodiments).

[0072] Referring to FIG. 1, depicted is a block diagram of an exemplary inmate call management system 100 and preferably, includes site platform 103 operably connected to an administrative workstation 105 via connection 107 and is also connected to a third-party computer system 113 via connection 115. Particularly, site platform 103 includes a site server that has software to provide third-party restricted access to site platform 103 in order to generate web-initiated contact requests as will be shown and described below. It should be appreciated that connections 107 and 115 are preferably LAN connections, however in other non-limiting embodiments, a wireless connection may also be utilized.

[0073] Also, site platform 103 is connected via connection 115 to a remote third-party user through third-party computer system 113. Site platform 103 allows a third party to create a call-request account on site platform 103 to create call requests via, in one non-limiting embodiment, the Internet through a web browser. The third party creates the call-request account by creating an account in an accounting system located in site platform 103, which authorizes the third party to send and receive web-initiated contact requests. Also, the accounting system, preferably, bills for usage as appropriate although monthly billing may also be provided to utilize this feature. The third-party account is associated with the third party's telephone number and provides a third party to notify an inmate of a call request.

[0074] A third party may access site platform 103 through a web browser located on third-party computing system 113 and create a call-request account (hereinafter account) associating the third-party telephone number with the account. This account authorizes the third party to send web-initiated contact requests as well as receive notification that a contact request has been received by the inmate (i.e., the inmate has listened to the contact request). Additionally, the third party may request, in one example, an email notification be sent to the third party if a call is not answered that has been initiated by the inmate. Other embodiments' may utilize an SMS notification, an Internet messenger notification, or other similar types of notification. Once the account has been set-up, a third party may access site platform 103 through web browser and create a call request by selecting from a list of canned messages, such as, for example, please call beck, do not call, etc. to send to the inmate. It should be appreciated by one of ordinary skill in the art that site platform 103 includes software to convert the canned message to an audio message to be subsequently played to the intended inmate when the inmate access call management system 100. Additionally, the site platform 103 notifies the third party when an inmate receives the canned message by sending, in one non-limiting example, an email to the third party although, an SMS text may also be sent to notify the third party indicating the inmate has been notified.

[0075] In addition, site platform 103 may incorporate firmware and software to route all inmate and call information through site platform 103 for efficient call transfer and efficient record keeping. It should also be appreciated that one of skill in the art will recognize that the call management system 100 is a multi-mode communication notification system utilized for notifying inmates of call requests as well as billing for inmate calls and may be incorporated into any call management system. Thus, FIG. 1 is merely an example of a call management system and is not intended to limit the scope of the invention.

[0076] In addition, depending on the memory requirements, site platform 103 may employ numerous site servers incorporating multiple processors. This allows call processing even after parallel component failure. The architecture also provides for a sharing of the load between processors, which eliminates system overload during extremely busy periods. The multiple processors enable the call processing system 100 to handle large volumes of calls at any time, and to ensure system integration. Also, site platform 103 stores digitized audio used for voice prompts in any commercially available database as well as each inmate user's call restrictions and other verification code required by the inmate user to access call management system 100.

[0077] Also as shown, administrative workstation 105 connects to site platform 103 via connection 107. Although only one administrative workstation 105 is shown, it is contemplated that multiple workstations 105 may be utilized by the system depending on institutional requirements. In addition, while administrative workstation 105 is shown onsite, it is also possible to access site platform 103 via the Internet through a web browser. Site platform 103 is controlled by software administered by administrative workstation 105. Administrative workstation 105 enables an administrator and authorized personnel to access account information, monitor calls, perform searches, etc. The workstation 105 may be used to listen to the outgoing telephone calls in real time or to access calls stored on a database or other type of storage means. It is also foreseeable that the functions controlled by site platform 103 may alternatively be controlled remotely at a central platform.

[0078] Also shown, site platform 103 connects to remote telephonic instruments 111a via connection 109. Connection 109 may be a Public Switched Telephone Network (PSTN), Voice over Internet Protocol (VoIP) connection, etc. depending on the requirements of the system. Further, one of skill in the art will recognize that the illustration of connection 109 is shown in a simplified form. Further, inmate call management system 100 includes a plurality of telephonic instruments 101a coupled to site platform 103, where n is an integer representative of the number of devices, site platform 103 is connected with, representing the desired capacity of call management system 100.

[0079] When an inmate wishes to check his outstanding call requests, he or she picks up telephonic instrument 101a. The site platform 103 prompts for identification information such as a Personal Identification Number (PIN) through an interactive Voice Response (IVR) system, although in other non-limiting embodiments, other identification means (not shown) may also be connected to telephonic instruments 101a such Radio Frequency Identification (RFID) technology and biometric identification means (i.e., fingerprint scanner, retinal scanner, voice analyzer, etc.). Once the platform 103 identifies the inmate, the inmate can check for any outstanding call requests. The system may also inform the inmate automatically if an external party has made a call request for the specific inmate. The IVR plays the call request notification (i.e., the audio version of the text-based canned message) and an email notification is send to the third party indicating that the inmate has been notified. In addition, site platform 103 preferably stores the call request session in a database.

[0080] When an inmate wishes to place a call, he or she picks up telephonic instrument 101a. The site platform 103 may, in one non-limiting example, prompt for identification information such as a Personal Identification Number (PIN) through an interactive Voice Response (IVR) system as was mentioned above. Once the platform 103 identifies the inmate, the inmate may make a call by dialing a telephone number that is associated with the third-party account that is stored in database on site platform 103. If the third party does not answer the call that has been initiated by the inmate, then the site platform 103 sends a canned message electronically to the third party (i.e., email notification) indicating they missed a call from a specific inmate.

[0081] FIG. 2 depicts a flow chart illustrating the preferred method of notifying an inmate through a web initiated call request according to the invention. The method starts in step 201 and proceeds to step 203 whereby an external party (i.e., third party) accesses site platform 103 to set up a contact call request account (also called account) that is associated with the external party telephone number. Next, in step 205, if an account exists for the telephone number, then the method proceeds to step 20.9 whereby the external party initiates a call request. The external party may access site platform 103 through a web browser and select the specific inmate to notify. The external party may select the specific canned message to send to the inmate, selecting from a list of predetermined choices. In this way, system 100 provides an inmate notification system that is easier to implement while giving the institution more control over call request message sent to the specific inmate.

[0082] However, if an account does not exist, then in step 207, the external party creates an account, in accounting system, by providing billing information associated with the third party telephone number that is to be associated with the account. The site platform 103 takes the external party through as many attempts to ensure that the account is successfully set up. In other non-limiting embodiments, accounting system may also require the external party to provide additional details verifying that the external party is a family member, etc. before creating the account. Further, by signing up for incoming web initiated contact requests, the accounting system bills the external party appropriate usage charges or may provide for a monthly billing rate. Next, in step 211, a canned message is created by site platform 103 by software, which converts the text message into a canned audio message. This audio message is stored in memory in site platform 103 to be played to the specific inmate when the inmate user next accesses system 100. Next, in step 213, the inmate user attempts to access system 100 and in step 215, system 100 prompts for user authentication through an interactive voice response system. In step 217, if the inmate user fails to be authenticated, then the system 100 denies entry. The attempt to access the system 100 is terminated in step 205 after the number of attempts to access the system 100 matches the maximum number of attempts allowed by the system 100. If the maximum number of attempts has not yet been reached, the site platform 103 again prompts the inmate user for authentication in step 215.

[0083] After the inmate user has successfully accessed the call management system 100, next in step 223, if there is a contact request available for the inmate, then the site platform 103, in step 225, plays the audio canned message to the inmate. However, if a contact request has not been created to listen by the inmate, then the system 100 ends access to system 100 in step 233.

[0084] Next, in step 223, the site platform 103 plays call request to inmate user and in step 227, call request session is stored in database by a software system, such as in one non-limiting example, an ITS system provided by site platform. Next, in step 229, the external party is then sent a notification via e-mail that the inmate has received the contact request, although in other embodiments, a notification may be sent by an SMS, an instant messenger notification, or other similar types of notification. The method ends in step 231 whereby the inmate terminates access to the call management system.

[0085] FIG. 3 depicts a flow chart illustrating the preferred method of notifying an external party through an inmate telephone call request. The method starts in step 301 and proceeds to step 303 whereby an inmate user (hereinafter user) attempts to call an external party by dialing the party's telephone number on one of a plurality of telephonic instruments 101a. In step 305, the site platform 103 prompts for user authentication. Authentication of the inmate is performed as is known in the art in step 307. For example, authentication may include the entering of a PIN number, using RFID technology, or utilizing biometric identification means. Such authentication may be used alone or in conjunction with any of other authentication.

[0086] Next, in step 309 system 100, through site platform 103, checks, to see whether the number of attempts to access the system 100 matches the maximum number of attempts allowed by system 100. Upon a match, the attempt to access the system 100 is terminated in step 311. If the user fails to be authenticated, then the system 100 denies entry and ends the call attempt in step 311. If the maximum number of attempts has not yet been reached, the system 100, again prompts the user for authentication as was shown in step 305.

[0087] Next, in step 313, after the inmate successfully logs in, the system 100 checks to see if there are any new contact requests from an external party and, if so, new contact requests are then played to the user. Next, in step 315, the external party who created the contact request, is sent a notification that the inmate has received the contact request via e-mail, although in other non-limiting examples, an SMS message, instant messenger message, or other similar types of notification maybe utilized. Next, in step 317, after all contact requests have been played, the inmate continues to place a call to an external party.

[0088] In step 319, verification tests are performed on the telephone number dialed such as verifying that the number dialed is an authorized number, that the number dialed has not been call forwarded, etc. If the attempted call fails the verification tests, the call attempt is ended in step 321. However, if the attempted call passes the verification tests, the call proceeds. The system attempts to make a connectionwith the dialed party and detects whether the call is answered in step 323. Next, in step 329, if after a set number of rings the call remains unanswered or is answered by an answering machine, system 100, through site platform 103, determines whether the external party has signed up for outbound call notification. The call terminates in step 327 if the external party has not requested notification. However, in step 333, if the external party has requested notification that a call was missed from a specific inmate, then system 100 notifies the external party by email, although in other non-limiting examples, notification may be by SMS, instant messenger, etc. The call terminates in step 335. On the other hand, if the call is answered by a live person, then in step 325, the call proceeds with the inmate commencing a conversation with the external party. The method ends in step 327 when the conversation is voluntarily terminated by either party.

[0089] While the invention has been described with reference to the preferred embodiment and several alternative embodiments, which embodiments have been set forth in considerable detail for the purposes of making a complete disclosure of the invention, such embodiments are merely exemplary and are not intended to be limiting or represent an exhaustive enumeration of all aspects of the invention. The scope of the invention, therefore, shall be defined solely by the following claims. Further, it will be apparent to those skilled in the art that numerous changes may be made in such details without departing from the spirit and principles of the invention. It should be appreciated that the invention is capable of being embodied in other forms without departing from its essential characteristics.