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Help Center

Frequently Asked Questions

How do I listen to live calls?

  1. From ITS, click Destination Numbers.
  2. Enter the phone number and click Search.
  3. Click the Details link for the phone number.
  4. Click the Alarms tab in the middle of the page, alongside the grey colored tabs.
  5. Enter the reason for the alarm in the Reason field.
  6. Enter a Case Reference Number in the Case Ref Number field, if necessary.
  7. Choose Yes from the Hold For Confirm drop-down in the Alarm Rules block so investigators can silently approve or deny calls.
  8. Enter a timeout length in the Hold Timeout (seconds) field with an action to take after the hold times out in the After Unconfirmed Timeout drop-down menu and click Next.
  9. Select All Available Contacts to associate with the alarm by checking the box next to the contact name.
  10. Reorder added contacts by using the Move Contacts Up and Move Contacts Down links.
  11. Change the delivery options for the alarm by choosing Use Phone and Use Email drop-down menus.
  12. Click Save Contacts.

How to listen to call recordings?

To listen to call recordings:

  1. From ITS, click Call History.
  2. Find the inmate or friends and family member number of the call you want to listen to from the call history list.
  3. To choose the language, click the link to the right of the friends and family number (en for English or es for Spanish).

How do I view a list of completed calls?

  1. From ITS, click Call History.
  2. Confirm the Time Range covers the time period you want to review.
  3. Select Normal from the drop-down menu above the column heading labeled Reason – this will filter the list of calls and show only completed calls.
  4. Show all completed calls by changing choosing Any or Any Area for the other highlighted drop-down menus.

What are the definitions for each call?

When reviewing calls records, choose the 2nd drop-down menu above Reason. 

Definitions for each call result: 

  • Denied: Pin was entered into a phone area where the inmate was not assigned to
  • Disabled: Station is turned off and inmate attempted to enter PIN during unauthorized phone hours
  • Suspended: Inmate’s PIN is on suspension
  • Call Limit: Inmate exceeded the maximum number of calls for the month
  • Ani Limit: Inmate exceeded the maximum numbers they can call
  • Incomplete: Dialing instructionswere not completed 
  • Call Reject: Friends & Family Account number party rejected the call and blocked the inmate from their number
  • Blocked: Friends & Family Account number number is blocked
  • Reject PIN: Invalid PIN
  • Reject Name: Name was never recorded
  • No Answer: Call rang, but wasn’t picked up and accepted (1 or *) or reached voicemail
  • Call Dropped: Inmate hung up phone prior or during the time the Friends & Family Account number party accepted the call
  • No Collect: Friends & Family Account number number does not accepted Collect Calls
  • [non adv]: A completed call that is not free of charge
  • adv prepay – 1 free call: Phone that doesn’t accept Collect Calls

How do I reset a resident’s voiceprint login (biometrics)?

  1. From ITS, click Inmate.
  2. Search for the inmate and click the Details link.
  3. Click the Advance Settings link in the lower left-hand corner to display Call Settings.
  4. In the Destination Limit field, enter the Friends & Family Account phone number.
  5. Choose Voice Print from the 2nd Auth. Mode drop-down menu.
  6. Click Reset next to Voice Enrolled, to reset the resident’s voice biometrics

How do I suspend a resident’s account?

You have two ways to suspend a resident in ITS so they can’t make phone calls. You can also suspend a resident in SNAP so they can’t video visit.

  1. Click on the Inmate button or tab, and from the list, click on the PIN of the resident you want to suspend. A box will pop-up asking you how long you want to suspend the resident’s access to phone calls. Click on the Calendar icon, and choose the date you want the suspension to end. Click Save, Close, and you’re done.
  2. You can also change a resident’s PIN by clicking on the Details link. From here, choose the end date and click Save.
  3. To suspend a resident in SNAP so they can’t video visit, click Members, make sure the Resident Members tab is selected, enter the name of the resident and click Search. Select the resident you want to suspend. From the Profile tab, click the Edit link and then click Suspended under Account status. Choose the duration of the suspension from the calendar and click save.

When you suspend a resident’s account in ITS, you’re actually suspending their PIN so they won’t be able to make phone calls for the duration of the suspension. When you suspend a resident’s account in SNAP, they won’t be able to use most of the communication services, including video visits. Residents will still be able to log in with their PIN and access Trust and Commissary and Law Library. They can also access Grievances, which allows residents to submit requests.

The resident’s friends and family will receive an email letting them know their scheduled visits have been cancelled. Once the suspension date has passed, the system will automatically allow the resident to log in and make calls and video visit again.

If you want a resident to lose their phone call privileges and well as video visits, then you must apply two different suspensions in ITS and SNAP.

suspend resident

How to I change a resident’s PIN?

  1. From ITS, click Inmate.
  2. Enter the inmate’s name into the Inmate Search field above the Inmate List.
  3. Click the Details link for the inmate.
  4. Click the New Auto PIN button next to the current inmate PIN.
  5. Click OK when the pop-up window appears to confirm the new PIN change.

How to I set up an attorney phone number?

  1. From ITS, click Destination Number (which are Friends & Family Account numbers).
  2. Click Add New Destination Number in the upper left-hand side of the page.
  3. Enter a new Friends & Family Account number number in the Destination field in the Destination Rules block.
  4. Enter Attorney Name/Law Firm in the Reason field.
  5. Select a choice from the Attorney/Recordable drop-down menu:
    • Attorney: not recorded.
    • Attorney, Direct: not recorded and allows call connectivity without positive acceptance, e.g. Click 1 to accept.
    • Direct, Recordable: recorded and allows call connectivity without positive acceptance.
    • Select Attorney from the Category drop-down menu.
  6. Click Next and enter any other necessary information.
  7. Click Save in the lower left-hand corner.

How do I block all calls from a facility?

Once you block all calls, a friends and family member will no longer receive any calls from residents at that facility.

  1. From SNAP, click Members.
  2. Select the Friends and Family tab then search for the member you want. Next, click ITS.
  3. From here, scroll down to the bottom of the page and click the Details link next to the destination phone number you want to block. There may be multiple destination phone numbers.
  4. Next, choose Block All from the drop-down menu.
  5. In the Notes section, write a reason for the block and click Save.
  6. Once you block someone, they’ll stay blocked until you update the status by manually removing the block.

How do I download calls?

You can download audio recordings and save them to a thumb drive or burn them to a CD.

  1. From ITS, click Call History and search for your call.
  2. Click the checkbox for each call you want to download Call History list
  3. Click the +Add link in the Call CD/Transcription block.
  4. If needed, click additional checkboxes and the +Add link to add more calls.
  5. Click the Burn link, next to Transcribe.
  6. A pop-up window will appear, and if you want to remove a call, click the Remove link.
  7. If needed, click the checkboxes to include Telmate CSR and/or Voice Authentication Attempts notes.
  8. Choose your audio quality from the drop-down menu. WAV Standard Quality is a large, uncompressed file. MP3 is a smaller, compressed file.
  9. Click the Download Secure Burn Package link to start downloading a ZIP file.
  10. Save the ZIP file to your computer and burn to a CD or save to a thumb drive.

How do I view and play confirmed 3-way calls?

A 3-way call includes any attempt to relay information from the resident, successful or not, over a communicable device. For example, if a friend or family member conferences in another person while on the phone with a resident, this counts as a 3-way call.

  1. From ITS, click Call History and search for a particular call or scroll to see all calls.
  2. Use the filters to sort 3-way calls. The status of 3-way calls changes from Flagged to Suspected to Confirmed, as the call is verified to be in violation. We’ll search for all confirmed 3-way calls.
  3. When you find the call, click the red box with the number 3 to see the details, including the digits pressed. Each confirmed 3-way call has a note from Telmate Customer Service.
  4. Listen to the call by clicking the speaker icon, and hear when the 3rd party comes on the line.

How do I add a user?

If you’re granting permissions, keep in mind that users are only allowed to access areas specifically assigned to their role.

  1. From ITS, click Users.
  2. Click the Add New User link in the upper left-hand corner of the page.
  3. Enter the display name (usually the user’s first and last name) in the Display Name field in the Identity block.
  4. Enter the login (the user’s email address) in the Login field.
  5. Enter a temporary password (something simple and easy to remember) in the Password field.
  6. Enter the temporary password again in the Confirm Password field.
  7. Choose Change Password from the Next Login drop-down menu so the user can create their own password when they log in.
  8. Assign privileges for the user by selecting a role from the Role drop-down menu in the Privileges block.
  9. Click Next at the bottom of the page, and you’ll see a message appear telling you that the user has been successfully created.
  10. Once you create a user, if you decide to make changes to their settings, you’ll have to click the Save button at the bottom of the page.

How do I submit a Public Ticket?

Telmate Facility Support will research your issue and contact you. It’s a good idea to always make a copy of your notes in case they don’t save the first time.

You can also submit a Public Ticket here: https://www.intelmate.net/facility/public_tickets?id=1

  1. From the ITS, click Public Tickets.
  2. Click the Add Ticket link, on the top left of the screen
  3. Fill out the form in the pop-up window and include specific details.
  4. Click Save and Close.
  5. Your submitted ticket is included in the list of tickets on the Public Tickets page

How do I check the status of a Public Ticket?

  1. From ITS, click Public Tickets.
  2. Click the ticket ID you want from the list – if you know the ticket ID number, enter it in the Ticket Number field and click the Search button.
  3. Read the Telmate Customer Service notes, ticket details, and the status of the ticket in the pop-up window that appears.

How do I add a Contact?

  1. From ITS, click Contacts.
  2. Click Add New Contact in the upper left-hand side of the page.
  3. Choose the type of contact from the Type drop-down menu
  4. Enter the information in the Contact block
  5. Enter the preferred contact times in the Contact Time block
  6. Click the Next button to save the contact.
  7. If you need to edit the contact’s details, you’ll need to click Save after making changes.
  8. Note: If the contact is monitoring phone calls, you’ll need to assign the contact a Phone Access Code and make sure their email address and phone number are entered correctly.

How do I add an alarm to a resident?

  1. From ITS, click Inmate.
  2. Click the Details link for the inmate you want to add an alarm to.
  3. Click the Alarms tab in the middle of the page, along side the grey colored tabs.
  4. Click the Add Alarm link.
  5. Enter the reason for the alarm in the Reason field, and a case number if needed in the Case Ref Number field.
  6. Choose Yes from the Hold for Confirm drop-down menu in the Alarm Rules block so investigators can silently approve or deny calls.
  7. Enter a timeout length in the Hold Timeout (seconds) field with an action to take after the hold times out from the After Unconfirmed Timeout drop-down menu and click Next.
  8. Select All Available Contacts to associate with the alarm by checking the box next to the contact name.
  9. Reorder added contacts by using the Move Contacts Up and Move Contacts Down links.
  10. Change the delivery options for the alarm by choosing Use Phone and Use Email drop-down menus.
  11. Click Save Contacts.

How do I add an alarm to a friends and family account number?

  1. From ITS, click Destination Numbers.
  2. Enter the phone number and click Search.
  3. Click the Details link for the phone number.
  4. Click the Alarms tab in the middle of the page, alongside the grey colored tabs.
  5. Enter the reason for the alarm in the Reason field.
  6. Enter a Case Reference Number in the Case Ref Number field, if necessary.
  7. Choose Yes from the Hold For Confirm drop-down in the Alarm Rules block so investigators can silently approve or deny calls.
  8. Enter a timeout length in the Hold Timeout (seconds) field with an action to take after the hold times out in the After Unconfirmed Timeout drop-down menu and click Next.
  9. Select All Available Contacts to associate with the alarm by checking the box next to the contact name.
  10. Reorder added contacts by using the Move Contacts Up and Move Contacts Down links.
  11. Change the delivery options for the alarm by choosing Use Phone and Use Email drop-down menus.
  12. Click Save Contacts.

How do I view and terminate visits that are in progress?

  1. From SNAP, you can click Visit Linker or Visit Monitor buttons.
  2. Visit Linker let’s you see the number of Active visits in progress. When you click Visit Monitor, or Monitor, the live video feed will pop up. R indicates Resident while V indicates Visitor.
  3. Clicking Monitor let’s you see the resident and visitor on video. You can choose the number of visits to show as well as filter by Local or Remote visits. You can also search for a specific visit or show idle stations.
  4. Click Live to view the visit in progress.
  5. Click Term to immediately end the video visit. For example, you may choose to terminate a video visit for inappropriate behavior.

How do I terminate calls that are in progress?

  1. From ITS, click Call Monitoring.
  2. Locate the name of the resident you want to terminate from the recent calls list.
  3. Click the Terminate link.

How do I add a note to a call?

  1. From ITS, click Call History.
  2. Click the Double Arrows icon in the column between Alarm and Audio.
  3. Enter your note in the Note For field in the pop-up window and click Add Case Note button.
  4. Enter an investigator note in the Notes field along with a case number in the Case Number field.
  5. Click the Set Timestamp link to include a timestamp for your note.
  6. Click Save Note.

How do I restrict users to workplace computers?

Your computer network administrator will provide your facility’s IP address numbers.

  1. From ITS, click Users.
  2. Click the Details link and find the user.
  3. Click the Network Access Settings link.
  4. Enter the IP address(s) in the IP Allow List field.
  5. Click Save.

How do I hide a resident’s recordings?

  1. From ITS, click Inmate.
  2. Click the Details link for the inmate you want to hide recordings for.
  3. Choose Yes from the Hide Call Audio drop-down menu in the Privacy Settings block.
  4. Click Save.

How do I send a broadcast voicemail?

  1. From ITS, click Inmate.
  2. Click Voicemail Broadcast link in the upper right-hand side of the page.
  3. Select the group(s) that you want to send a message to and click Add Inmates button.
  4. If needed, deselect any inmates from the group list that you don’t want included.
  5. If needed, click the Add Additional Inmate link to add inmates who are not part of your selected group(s). Enter the inmate’s name, booking number or PIN in the Inmate Search field and click the Inmate Search button. Select the inmate(s) you want and click the Add Inmate’s button
  6. Click the Submit button once all the inmates you want are selected.
  7. Enter the reason for the voicemail.
  8. Enter the text to be spoken.
  9. Click Send.

How do I reset a user’s password?

If you have administrative access, you can reset passwords.

  1. From ITS, click Users.
  2. Click the Details link next to the user’s name.
  3. Enter a new password in the Password field in the Identity block.
  4. Enter the password again in the Confirm Password field.
  5. Click Save.

I forgot my password. What do I do?

Contact your facility administrator or email the Facility Support Team.

I can’t get into intelmate.net. What do I do?

How do I request additional access/permissions?

Contact your facility administrator to change your permissions or have them email the Facility Support Team: fsrteam@intelmate.com.

How do I set holiday or special visitation hours?

  1. From SNAP, click Facility.
  2. Click the Local Visit Schedule tab or the Remote Visit Schedule tab.
  3. Click View Holidays & Exceptions at the bottom of the schedule.
  4. Click the +Add Exception Day link in the Upcoming Holidays & Exceptions block.
  5. Enter a day in the Exception Day field or select a date from the Calendar.
  6. Enter hours in the Times field – a maximum of 4 time slots can be entered but are restricted to visitation TelmateStation hours.
  7. Click the +Add Exception Day link and repeat steps 6 and 7 for multiple entries.
  8. Click the -Remove Selected Day link if you want to delete an entry.
  9. Click the Save Holidays button.

How do I view all the visits for a specific friends and family account?

  1. From SNAP, click Members.
  2. Select the Friends & Family tab, enter the name of the member, then click Search.
  3. Find your member and click on their name or on the Details link.
  4. Select the Visits button. From here, you can review current and past visits. You can Show Today’s Appointments, use the Calendar to search for a date, or search by resident for a specific visit.
  5. Use the filters to narrow your search. For example, search by all Completed visits to view audit information about the visit. You can also filter visits based on free, versus paid, or what station was used.

f&f visits

How do I view all scheduled visits for today?

  1. From the SNAP home page, click the Visit Appointments button.
  2. Then, click Show Today’s Appointments under the Search.
  3. All scheduled appointments for today will be listed.
  4. The status column will show you what visits are happening today. It’s important to know that only a Confirmed visit will actually take place.

Here’s a helpful tip. Visitors at the facility can only log in with the confirmed phone number they used to schedule the visit. Visitors might not remember which phone number they used when they scheduled their visit. The Visitor Phone Number column shows the number that visitors must use to log in. Click on a visitor’s name and then click the ITS link to see all the phone numbers they have. The primary, validated phone number is the one they must use.

view today's visits

What do all the different visit statuses mean?

  1. From the SNAP home page, click the Visit Appointments button.
  2. Then, click Show Today’s Appointments under the Search.
  3. All scheduled appointments for today will be listed.
  4. The status column will show you what visits are happening today. It’s important to know that only a Confirmed visit will actually take place.

Here’s a helpful tip. Visitors at the facility can only log in with the confirmed phone number they used to schedule the visit. Visitors might not remember which phone number they used when they scheduled their visit. The Visitor Phone Number column shows the number that visitors must use to log in. Click on a visitor’s name and then click the ITS link to see all the phone numbers they have. The primary, validated phone number is the one they must use.

view today's visits

How do I terminate a specific friends and family account?

When you terminate a friends and family account, you prevent a user from communicating with residents at any Telmate facility.

  1. From SNAP, click Members.
  2. Next, click the Friends and Family tab.
  3. Search for the user and click the Details link.
  4. Click Edit in the upper right-hand corner of the screen.
  5. Select the Terminated radio button and click Save.
  6. You’ll see a message confirming that the user has been Terminated from the system.

terminate F&F

How do I suspend a resident‘s account so they can’t make calls and/or video visits?

You can suspend accounts in ITS and SNAP. When you suspend a resident’s account in ITS, you’re actually suspending their PIN so they won’t be able to make phone calls for the duration of the suspension. When you suspend a resident’s account in SNAP, they won’t be able to use most of the communication services, including video visits. Residents will still be able to log in with their PIN and access Trust and Commissary and Law Library. They can also access Grievances, which allows residents to submit requests.

  1. You have two ways to suspend a resident in ITS so they can’t make phone calls. First the shortcut way.
  2. Click on the Inmate button or tab, and from the list, click on the PIN of the resident you want to suspend. A box will pop-up asking you how long you want to suspend the resident’s access to phone calls. Click on the Calendar icon, and choose the date you want the suspension to end. Click Save, Close, and you’re done.
  3. You can also change a resident’s PIN by clicking on the Details link. From here, choose the end date and click Save.
  4. To suspend a resident in SNAP so they can’t video visit, click Members, make sure the Resident Members tab is selected, enter the name of the resident and click Search. Select the resident you want to suspend. From the Profile tab, click the Edit link and then click Suspended under Account status. Choose the duration of the suspension from the calendar and click save.

The resident’s friends and family will receive an email letting them know their scheduled visits have been cancelled. Once the suspension date has passed, the system will automatically allow the resident to log in and make calls and video visit again.

If you want a resident to lose their phone call privileges and well as video visits, then you must apply two different suspensions in ITS and SNAP.

suspend resident

How do I suspend a friends and family member so they can’t video visit?

When you suspend a member, they won’t be able to video visit, share photos, or send messages through their Getting Out account. But they can still deposit funds. One of the reasons friends and family get suspended is because of inappropriate behavior.

  1. From SNAP, click Members.
  2. Select the Friends and Family tab, enter the name of the member, then click Search.
  3. Find your member and click on their name or on the Details link.
  4. Click the Edit link, then select Suspended.
  5. Choose the length of the suspension from the Calendar, and click Save.

A quick note about Suspended versus Blocked. You can block a Friends and Family member from receiving calls. We don’t call it Suspended because the guidelines for phone calls are different, and you take action in ITS instead of SNAP. A Friends and Family phone account is usually blocked upon request. Unlike SNAP, you have to manually turn the block off and on – there’s no calendar to select a date range.

suspend F&F

How do I download videos to an MP4 format?

You can download video records to an MP4 format.

  1. From SNAP, click Video Records, enter your date range and click Search.
  2. Find your video, and click the arrow next to MP4.
  3. When your file is ready for download, the video you selected will be shaded in green, and you’ll see the “Ready for Download” message at the top of the screen. If you’ve navigated to another page while the file was being processed, there’s a link reminding you to return to the Video Records page.
  4. Click the arrow again next to MP4 to start your download.
  5. Once you open the file, you’ll have the option to watch the video, as well as save it to your computer.

mp4

How do I block all calls from a specific resident?

You can block calls so a friends and family member will no longer receive calls from a specific resident. However, they can still receive calls from other residents at the same facility.

  1. From ITS, click Destination Numbers.
  2. Enter the phone number for the friends and family member and click Search.
  3. Click Details and scroll down to the bottom of the page. With the Inmates tab selected, click Block Inmate next to the name of the resident.
  4. All changes are automatically saved.

block resident

How do I block all calls from a facility?

Once you block all calls, a friends and family member will no longer receive any calls from residents at that facility.

  1. From SNAP, click Members.
  2. Select the Friends and Family tab then search for the member you want. Next, click ITS.
  3. From here, scroll down to the bottom of the page and click the Details link next to the destination phone number you want to block. There may be multiple destination phone numbers.
  4. Next, choose Block All from the drop-down menu.
  5. In the Notes section, write a reason for the block and click Save.
  6. Once you block someone, they’ll stay blocked until you update the status by manually removing the block.

How do I give, edit and delete free visits?

  1. From SNAP, click the Members icon.
  2. Search for the resident under Resident Members and click Search.
  3. Click Details or click the resident’s name to go to their account page.
  4. Click Free Visits.
  5. To make sure you see all possible free visits, click on both the Local and Remote tabs.
  6. You can also see how many allocated visits the resident has and when they expire. You can also Deactivate or Edit those free visits.
  7. To add additional free visits, type in the number you want to allocate, select the visit type, select the date range for the visits to be used, and click the Add button.

Adminstrate

How do I download and play videos using Telmate Visit Player?

To play back videos you need to install Adobe Air and the Telmate Visit Player.

  1. From SNAP, click Video Records, then click the Adobe Air link.
  2. You’ll be taken to the Adobe site, where you can download the installer.
  3. Click Download Now, find the file on your computer, then follow the prompts to install the application.
  4. Next, you need to install Telmate Visit Player.
  5. Return to the Video Records page, and click the Telmate Visit Player link. The installer will start downloading to your computer. When it’s done, open the file, click Install and then Continue.
  6. Now you can start downloading video files. From the Video Records page, choose your date range and click Search.
  7. Find the video you want to download and click the arrow next to the VST link.
  8. Once the file downloads, you open and play it in Telmate Visit Player.

Visit Player

What is voice biometrics?

We use voice biometrics to help us identify who is calling. We also use it to prevent the theft of another resident’s PIN number. That way they can’t steal another resident’s funds using a stolen PIN.

Telmate creates and stores a voice print of every resident. When a resident places a call, the system compares the caller’s voice to this stored voiceprint.

Voice verification happens when a new resident enters their PIN for the first time they attempt to make a call. Only the attempt that says Current Enroll and highlighted in green, is successful. The previous ones were unverified, too short, and or had no answer.

Think of Current Enroll as the “master” and every time you use the phone after that, you have to match up to the master. Every time you see a score highlighted in green, it is a passing score, versus a score that’s not highlighted in green, which is a failing score. Perhaps the resident changed pods, there was background noise in the room, or they were sick when they recorded and so later, their voice verification score failed.

Call Records is the place where you can see an individual’s call history.

Continuous Voice Biometrics: The system captures the voice at every minute of the phone call to determine the likelihood that the original caller is still the one talking. For example, a resident may try to hand the phone to someone else. Continuous Voice Biometrics helps you to better determine that scenario. When you click the violet percentage icon, you can view these scores. If a second speaker is detected, Telmate’s Automated Speaker Recognition System sends an alert to facility staff and investigators.

What is image biometrics?

Every Telmate video visit is monitored for rule violations, including communications from unauthorized residents. The Telmate system scans each face with a verified photo of the approved participant. If and when a mismatch is identified, the system flags and timestamps the mismatch, alerts staff, and searches our database of resident photos in the same location to identify the unauthorized person.

When residents conduct video visits, it’s important to make sure that the resident who booked the visit is the same one that conducts the visit — from start to finish.

The Video Records page archives a complete library of all the previously recorded video visits. Here you can watch recorded videos of actual visits between residents and Friends and Family. You can also download video and view snapshots from video visits.

To review a visit, click Video Records, enter a date range and click Search. Any visits in the list that are pink, have been flagged for a possible violation.

Click Snapshots to see photos of the visit. A picture is snapped every 45 seconds, and if the system detects a violation, it will flag the picture. Violations can include inappropriate behavior. The Review Status will also changed to Flagged to indicate a violation.

You’ll be notified via email soon after a possible violation may have occurred.

How To Understand Image Biometrics

How do I link and unlink (terminate) visits?

Linking a visit means setting up a video visit between a visitor and resident for free. This usually happens when there’s a technical problem and the visit has already been paid for.

To link a remote visit:

  1. From SNAP, click Visit Linker.
  2. Find the resident you want to link.
  3. Click the station the resident will use.
  4. Next, find the visitor and click on their name.
  5. Change the default time limit if you need to by clicking the plus and minus buttons.
  6. The resident and visitor will see the green Start button appear to begin their visit.

For local visits, all you have to do is find the resident and then choose the station you want the visitor to use. Once again, change the time if you need to, and click Link. The visitor will not need to login with a phone number. You can also click Force Login so that both parties can immediately start visiting. For future reference, if you want to terminate the visit, click either station name and click Unlink.

What is a TTY machine and how do I configure it?

A TTY machine is a teletypewriter, which is designed for people with hearing or speech difficulties.

You’ll need to request Telmate to install a TTY machine at your facility. Once installed, here’s how you use the machine:

  1. Turn on Machine (right-hand side ON/OFF button).
  2. Pick up facility phone (make sure you can hear the Inmate prompts).
  3. Place handset on the acoustic cups (cord end/ mouthpiece on left side).
  4. Press #7 on facility phone keypad.
  5. Follow prompts on TTY display screen:

*Please enter your PIN (enter PIN, press Return)

Thank You (will display if PIN accepted)

*Enter phone with area code (enter Destination number, press Return)

Calling, please wait.

Keep in mind, that the party receiving the call must also have a TTY device for the call to connect.
Additional Information

What does GA, SK, HD and QQ stand for?

  • GA means “go ahead” and is a turn-taking signal for the other person to start typing.
  • SK means “stop keying” and a signal that you are done with the call and ready to sign off.
  • HD means “hold.”
  • QQ is used for question mark in place of the symbol available on a regular keyboard.

What do the red signal lights indicate on the TTY?

  • The light lets you know what’s happening on the phone line.
  • Steady glowing red flashes: Dial tone
  • Slow red blinking flashes: Phone is ringing
  • Fast red blinking flashes: Phone line is busy
  • Flickering red light: A hearing person answered by voice. Press the space bar a few times to let him/her know it’s a TTY call.

How do I create a new Inmate IVR outgoing message?

To create a new IVR prompt in which you can convert text to speech, go to ITS > Facility > and click IVR prompt at the top of the page.

1. Choose whether you’d like the message to be read in English or Spanish.
2. Select if you’d like to change the outgoing greeting message or just the facility name.
3. Type your text in the box below.
4. Do not include punctuation or special characters for either language.
5. Click Listen to preview your message.
6. Click the Create Prompt button to save your prompt.
7. You can listen to your message by calling the inmate IVR.

Note: You can only create and save your facility name prompt once. If you need to change it again, please contact Customer Service.

IVR Prompt

What is a grievance?

The grievance process in a facility enables an inmate the opportunity to seek a formal review of any issue related to his or her confinement where the inmate believes they have been adversely affected.

What is an inmate request?

The request process in a facility enables an inmate the opportunity to obtain something or communicate something, like missing toilet paper or reporting a broken sink.

What is the difference between a grievance and a request?

Grievances offer a formal review process with the ability for an inmate to appeal at multiple levels.

Can inmates appeal a grievance?

Yes, if the facility has more than one level of grievance review set up.

How many appeal levels can I assign to a grievance category?

A facility can assign up to 99 levels but facilities typically have 3 or 4 levels per grievance category.

How does an inmate submit a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks the “Create New Grievance” sub-tab, then picks a grievance category.
  3.      He/She fills out the associated form and clicks send.

How does an inmate appeal a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks on the “Closed” button.
  3.      Clicks on the desired grievance listing.
  4.      Then clicks on the “Appeal” button.

An inmate can appeal as long as the inmate appeal deadline has not passed on that specific grievance.

What if a user needs to ask an inmate a question before closing a grievance?

  1.      The user write their question to the inmate in the “Respond to Resident” box.
  2.      Then check the “Allow inmate to respond” checkbox. This gives the inmate the ability to do a one-time response from either a tablet or station.

How do I set up the deadlines on grievances?

Deadlines can be created during the category setup process or edited at a later time.

  1.      Go to “Settings,” then click on the “Grievances” tab.
  2.      Click the “Categories” sub-tab.
  3.      To set deadlines on a new category, click “New Category.”
  4.      To set deadlines on a category you’ve already created, click “Edit” on the desired category.
  5.      Be sure your category type is set to “Grievance.”
  6.      Enter the deadlines in the levels section.

For each level you’ve set up, you can set individual deadlines for resolve and appeal.

How do I assign levels to users in the grievance review process?

Users can be assigned to different levels in the grievance review process. On each grievance form, you can assign users to a level which enables them to close the status of the grievances that are in their assigned level. Users that are assigned to grievances can view any grievance, but they can only change status for those assigned to their level.

Where do users manage grievances?

For day-to-day management, users access grievances in the following places:

  •  SNAP Customers: In SNAP under the “Members” menu, click the “Grievance/Inmate Requests” tab.
  • Tablet-Only Customers: In Telmate Command Center, click the Grievances icon in the navigation bar on the left.

Can I limit my staff from accessing grievance data past their assigned level?

A facility can assign different access tiers to each user to control what that user can see / do at grievance levels past their assigned level. This will enable a facility to limit staff from accessing data at higher levels of the grievance review process.

Where do I set a user’s access to higher levels of a grievance review process?

A facility can set a user’s access to higher levels of a grievance review process in the workflow section of the grievance form builder. Within SNAP go to the “Settings” menu, click the “Grievance/Inmate Requests” tab, click the “Forms” sub-tab, then click “Create New Form” or edit an existing form to set a user’s access tier within the “Workflow” section.