Criminal Management Reporting System. Automated Tracking System FOR For Low Risk Probationers

Transcription

1 Criminal Management Reporting System Automated Tracking System FOR For Low Risk Probationers

2 INTRODUCTION Criminal Management Reporting System, Otherwise known as C.M.R.S., serves the low risk probation population through an automated tracking system known as Integrated Voice Response, IVR. C.M.R.S. will introduce, install, maintain, monitor, facilitate and record compliance and violations as participants use the IVR call-in system.

3 TABLE OF CONTENTS Executive Summary 4 C.M.R.S..5 Communications Services.. 8 Project Scope 10 Pricing.17 Why C.M.R.S.?. 18 Contact Information 20

4 EXECUTIVE SUMMARY C.M.R.S. provides a full range of hosted voice, fax and communications services that enable businesses to employ state of the art communications services affordably and reliably. In anchoring C.M.R.S. Hosted Communications Services, the Interaction Center Platform software provides an all-in-one communications portal and event-processing tools needed to deliver: PBX call processing Automatic call distribution (ACD) Interactive voice response (IVR) Unified messaging Automated attendant Voice mail Emergency messaging capabilities

5 EXECUTIVE SUMMARY Cont. The Interaction Center Platform software architecture is designed using industry standard components and developed for an open standards-based server platform running the Microsoft Windows 2000 or 2003 operating system. This open systems approach also makes it possible to integrate interaction management with an organization s associated information systems components, such as databases, Web servers, and CRM applications. The Hosted Communications Services Division within C.M.R.S. provides this same suite of services in a fully hosted environment. Our customers have access to an experienced team of engineers to assist in the design and implementation of communications services that are tailored to fit their specific needs. And, since these services are fully managed by C.M.R.S. most businesses see an immediate return on their investment. As with any hosted service, a primary concern should be with security and reliability. C.M.R.S. understands these issues are critical to every business, and therefore utilizes a Tier 4 Data Center to co-locate our Hosted Communications Services Platform

6 EXECUTIVE SUMMARY Cont. N-Frame Data Center is a state-of-the-art data center and is one of the country s few remaining original Internet backbone providers, N-Frame provides direct connections to the Internet for all hosted services offered by C.M.R.S. Also as one of the country's most advanced data storage centers, N-Frame is designed specifically with the technology and security needs of businesses in mind, and is equipped with on-site 24x7x365 security anchored by video surveillance and comprehensive system monitoring. For safety, the N-Frame facility is equipped with early warning smoke detectors, a gas-based fire suppression system, and systems that constantly monitor humidity and temperatures within the N-Frame structure. N-Frame additionally maintains two separate power feeds, with each delivering a UPS. This dual-redundant UPS configuration feeds power to each source. In the event of outages, a Diesel generator and its 3,000-gallon reserve fuel capacity runs equipment until main power is restored. Because C.M.R.S. views system redundancy as being as important as our data center selection, our services are provided on a fiber-optic network that incorporates a SONET ring for redundancy and fault tolerance, which enables us to provide reliable service 365 days a year.

7 EXECUTIVE SUMMARY Cont. C.M.R.S. software implementation at N-Frame also uses an N+1 configuration to prevent The any single potential fault from stopping access to your organization s own applications. This allows C.M.R.S. to continually provide services regardless of individual system performance. Overall, the success of your communications applications, when provided by C.M.R.S. Hosted Communications Disaster Recovery Division, are guaranteed through a combination of: a. Reliable software from a software company with years of experience b. Reliable and redundant hardware c. Sophisticated diagnostic and monitoring capabilities d. Mature software development, implementation and testing processes e. Experienced software and network engineers, dedicated to servicing C.M.R.S. hosted customers 24 x 7 x 365.

8 COMMUNICATION SERVICES Customer Interaction Center for the Contact Center Multimedia ACD Remote Access First In-First Out Queuing IVR Call Recording Audio Conferencing Advanced Supervisor controls such as, Call Listening, Call Recording, Agent and workgroup monitoring Hosted DR Enterprise Interaction Center for Business Users Presence Management Soft phone for complete call control Unified Messaging Automated Attendant Follow-me Call Routing Call Recording Audio Conferencing IVR for Interactive Response and Automated Inbound/Outbound Messaging Supports Multiple Call Lists Immediate or Scheduled Call Delivery Comprehensive Results Files DTMF Audio Conferencing

9 An Offender or Officer places a call into the Hosted Offender Monitoring Application: Incoming calls to the Offender Monitoring Applications come into C.M.R.S. Hosted Communications Platform using Toll Free Numbers or forwarded from a 900 service provider. PSTN C.M.R.S. Hosted IVR Platform VPN connection to ODBC Compliant Data Base for real-time data exchange.

10 PROJECT SCOPE IVR Services overview: Call Routing: C.M.R.S. will provide two toll free phone numbers to connect with the IVR application. One toll free phone number will be used by the staff of that particular State. The second toll free phone number will be used by indigent offenders (if applicable). C.M.R.S. will provide a toll number to which the 900 number traffic will be redirected to access the IVR application.

11 PROJECT SCOPE Cont. IVR Specifics: The IVR will support only one successfully completed call per offender, per month. Any additional calls received from an offender in any particular month will result in an alert being generated to the Parole Officer assigned to the offender. The alert will be sent to the address of the Parole Officer and will contain information identifying the offender and the dates and times of calls made by that offender into the system during a specific month. The IVR will support DTMF. Pin numbers and Password entry will be made utilizing DTMF. Calls into the IVR may be re-directed to a live attendant (designated phone number from the State is required) should the caller be calling into the IVR from a rotary phone.

12 PROJECT SCOPE Cont. The IVR will have a defined Time Out. Once this time out length has been reached the call can either be disconnected or the call can automatically be re-directed to a live attendant for assistance. Authorized State Agency employees can record messages to be played to any specific offender. This is accomplished through the Telephone IVR and the message will be played to the designated offender (s) upon their next call into the IVR. C.M.R.S. can also send an confirmation back to the state agency employee confirming that that message was played to the offender, with a date and time. The voice message will be deleted once it is heard by the offender. Messages may also be recorded by the State Agency which are played to distinct groups of offenders or to all offenders as well. Confirmation of message receipt can also be delivered to a specified address as needed.

13 PROJECT SCOPE Cont. The IVR Service can randomly advise 10% of the offenders to mail in a pay stub to their officer when they call in to report. The IVR Service will collect and record the following data when an offender calls in to the IVR Service: Name of the Offender DOC identification number Change of address Change in phone number Change in employment If the offender has had law enforcement contact Any significant issues that may need to be reported by the offender Difference between the offender s phone number of record and the phone number from which the call originated

14 PROJECT SCOPE Cont. The Hosted IVR service can send alerts to Parole Officers via or by phone to alert the officer of exceptions regarding entries made within the IVR by an Offender. An outbound phone call may also be sent to the officer with the voice recording played immediately rather than having the officer dial in or log in to retrieve the message. The voice recordings left from an offender can be sent directly to the Parole Officer via as wav file attachments. The Officers may also use a telephone to dial into the system and retrieve the voice recordings from the offenders they are monitoring. The Parole officer may delete the recordings or they may be stored based on a time period acceptable to any State.

15 REPORTS Call History is available real-time through a web interface and will provide the following: offender s name the date and time of the call Phone Number from which the inbound call originated A real-time report containing a list of offenders who called from phone numbers that are different from their phone numbers of record A Monthly Report will be provided to the State electronically which will contain the following information: The number of offenders enrolled in the service monthly The number of calls received each month The number of offenders who have failed to report for the month

16 MISCELLANEOUS C.M.R.S. will provide application and technical consulting, project management, implementation, testing and hosting services utilizing our equipment and hosting infrastructure to ensure the project s ongoing success. The service is compatible with Telephone Devices for the Deaf (TDD). Real time standard CIC reports are accessible directly from the server. The IVR will be available to callers 365 days a year, 24 x 7. C.M.R.S. Services and Support will be available 365 days a year, 24 x 7. The customer will be invoiced Monthly. C.M.R.S. will guarantee a live implementation date to ensure that the service will be ready when you need it.

17 PRICING To be determined by number of participants and time needed for original setup of IVR system. Non-Taxable Revenue for the State to be determined between C.M.R.S. and the deciding jurisdiction within any State.

18 WHY C.M.R.S. The benefits of using Hosted Communications Services from C.M.R.S. are many, culminating in enhanced automated communications capabilities. Services are delivered from a world-class data center, and are fully managed and supported by experienced C.M.R.S. engineers. There s no hardware, software or real estate to purchase, resulting in a lower cost of implementation and fewer communications headaches.

19 WHY C.M.R.S. Cont. C.M.R.S. has the capacity to grow and change with you. And, because we are a technology company, we explore new technologies and implement them quickly, such as; speech recognition, advanced text-to-speech engines and multi-lingual capabilities. This ensures that you will always be kept abreast of new advances that may affect your business.

20 CONTACT INFORMATION Jim Mallon C.M.R.S. 70 Frederick Ln. St. Louis, MO fax