TEAM Bible - Inmate Accounting Handbook

TEAM Accounting and Inmate Communications

********

JAIL EMPLOYEE SUPPORT:

TurnKey Corrections Main Office Number  

1-715-636-0411

*** (For Jail Staff Only) ***

Please do not provide this number to Inmate Friends and Family as this is a dedicated line for Jail Staff.

********

 PLEASE DIRECT ALL INMATE FRIENDS AND FAMILY INQUIRIES TO

WWW.INMATECANTEEN.COM

OUR WEBSITE HAS CONTACT INFORMATION, INSTRUCTIONS, TRAINING VIDEOS, ETC., FOR ALL OF OUR FEATURES.

TURNKEY CORRECTIONS

Business Hours:

• M-F from 7:00 AM to 11:00 PM (Central Time)

After Hours Support:

• Weekends and Holidays: 8am – 10pm (Central Time)

• 1-715-636-0411
• Please do not provide this number to inmate friends and family as this is a dedicated line for jail staff.

24 Hour Support:  

• Ticket System

• Located on TEAM’s Welcome Screen

Add funds to Inmates account online:

-        WWW.INMATECANTEEN.COM

Training Site: Training Site (Your Time Zone) i.e. Training Site Central

Username: training

Password: training

*Please note that the information contained in this handbook remains generic as each facility is unique in terms of usage, procedure, and protocols*

***Version 03/19***

*KJD*

TABLE OF CONTENTS

I – BASIC INMATE ACCOUNT

1. Team log in        6
2. Team welcome screen        7
3. Create / reopen an inmate account        7
4. Deposit to an inmate account        8

1. Cash deposit types        8
2. Check / money order deposit        9

5. Site charge an inmate account        10
6. Assigning a vending smart card        11
7. Inmate history report        12
8. Edit an inmate account        13

1. General detail        13
2. Additional account options        15

9. Reset inmate kiosk password        16
10. Close an inmate account        18
11. Refund a vending smart card        18
12. Final site charge        19
13. Withdrawal from an inmate account        20

1. Check withdrawal        20

14. Create a debit card        21
15. Void a check        22

II – ADVANCED ACCOUNTING

1. Changing a cash box        23
2. Reconciling a cash box        24
3. Bank deposit        25
4. Printing a bank deposit report        26
5. Bank statement reconciliation        27
6. Printing bank statement        32
7. Stale date check process        34
8. Paying vendors        35
9. Paying commissions         39
10. Deposit funds to vendor        40

III – VIDEO VISITATION

1. WWW.INMATECANTEEN.COM log in        41
2. Monitoring video visitation        43

1. Monitor screen options        43
2. Monitor screen blacklisting        44

3. New web user approval        45
4. Visitation history report        46        
5. Facility settings        47

1. Email notifications        47
2. Blacklisting        48
3. Preserve video archive        49
4. Video visitation hours        50
5. Section settings        51

6. Canned inmate information        52

1. Turnkey corrections inmate communications

IV – INMATE MESSAGING

1. Inmate messaging inbox        56
2. Inbox overview        57
3. Filtering individual previously replied requests        58        
4. Filtering multiple previously replied requests        59
5. Reply, forward, and actions

1. Reply        62
2. Forward        63
3. Actions         64

6. Quick buttons        64

---

V – SUPPORT

1. Submit a ticket        65
2. Remote support portal        67

VI – TEAM SOFTWARE REQUIREMENTS

1. Frameworks / pre-requirements        69
2. Network requirements (outgoing rules)        69
3. Video visitation        70

*THIS DOCUMENT IS A WORK IN PROGRESS*

---

I – BASIC INMATE ACCOUNT

*KJD*

1. TEAM LOG IN

1. Select the Shortcut Icon TEAM2 Admin to start program.
2. Enter Username
3. Enter Password

4.        Select ‘Login’ 

2. 2. TEAM WELCOME SCREEN

3. CREATE / REOPEN AN INMATE ACCOUNT

*In the Create / Reopen an Inmate Account process, Deposits and any applicable Site Charges are part of a fluid process*

1. Select ‘Create an Inmate Account’ from the Welcome Screen
2. Enter partials of inmates name and select ‘Search’
3. If inmate found, choose the inmate via the ‘Select’ tab
4. If no match found, manually enter the inmate’s information
5. Enter ‘Account Code’ (Global ID, Jacket Number, Name Number, Permanent Identification, etc.)
6. Enter First Name, Middle Name, Last Name, D.O.B.
7. Add optional notes about account
8. Select ‘Create Account’

2. 4. DEPOSIT TO AN INMATE ACCOUNT

*Deposit to an Inmate Account is part of the Account creation / reopening process but may also be accessed from the Welcome Screen*

**IF NO DEPOSIT

• If no deposits to process, select ‘Proceed to Site Charge’

3. I. CASH DEPOSIT TYPES

1. The default deposit is ‘CASH IN DEPOSIT’
2. Feed bills into Bill Acceptor.  

1. Note: Green Lights on bill feeder must be steady; do not stack bills

3. Feed all bills
4. Amount will calculate deposit amount as bills are entered in to the cash box
5. When all bills are deposited, select ‘Submit Deposit’

Note; if bills will not feed, change the type of deposit to Cash Deposit and manually enter dollar amount. Enter note why bill acceptor would not take funds.  Place money in an envelope and place envelope in secure location. Select ‘Submit Deposit’

5. II. CHECK OR MONEY ORDER DEPOSIT

1. Change Deposit Type to Check / Money Order Deposit
2. Enter Check #
3. Enter Payer Name
4. Enter Pay to Order Of
5. Enter Amount
6. Select ‘Submit Deposit’
7. Place Check or Money Order in proper secure location

---

5. SITE CHARGE AN INMATE ACCOUNT

3. *Site Charge an Inmate Account is part of the Account creation / reopening process but may also be accessed from the Welcome Screen*

1. Choose on intended site charge from drop down menu (ex. ‘Booking Fee’), or site charge EASY ACCESS buttons
2. Chosen fee has now been charged
3. Certain Site Charges allow for price changes by selecting on the price of the Site Charge
4. If fee was charged in error, select ‘Remove’ on left side of screen to remove charge.
5. When with all Site Charges, select ‘Continue’

---

6. ASSIGNING A VENDING SMART CARD

**Vending Sites ONLY

1. Insert a card in Card Reader
2. Select ‘Assign Card’
3. A brief light will appear on the Card Reader and then disappear. The Assign Card tab will turn grey after card has been assigned.
4. After the account creation process is complete, Select ‘Finish and Print Receipt’. A receipt will print with balance amount and card Pin Number
5. Give card and receipt to inmate

*** A $5.00 card deposit is automatically charged upon account creation. The $5 charge will be refunded upon release if card is returned.

---

7. INMATE HISTORY REPORT

1. Choose ‘Inmate Account’, or from the Welcome Screen, select ‘Inmate History Report’
2. Type in the inmates name or account number
3. Select the Date Range
4. Select ‘Search’
5. Select ‘Run’ or ‘Run Detail’
6. Transactions are listed by date, from oldest to newest (bottom of list)

---

8. EDIT AN INMATES ACCOUNT

I. GENERAL DETAIL

1. Select ‘Inmate History Report’
2. Search Inmate
3. Select ‘Edit Account’ at the top of the screen
4. Change any information on the inmates account
5. Select ‘Save’ on the bottom of the screen

• See below for specific instructions on the General Detail Tab

1. Inmate Account Code, Name, Address, etc.

1. Under the General Detail Tab, select the box in which an edit is to be made. Enter or edit the field and then select

2. Inmate Status, Group, or Housing Section

1. Click on the Account Status drop down menu to change the status of the inmate

1. Active
2. Suspended
3. Inactive

2. Canteen Groups (special dietary needs, restrictions,

1. Click on the Canteen Group menu to select the specific group the inmate needs to be in. Default is standard

3. Inmate Section

1. Click on the Inmate Section menu to change the house unit the inmate needs to be in

3. Inmate Deposit Options

1. Bypass Lien Recapture – if this box is checked, any deposits made to the inmate’s accounts will ignore if there are liens and all funds will go to trust.
2. Bypass Deposit Split – If this box is checked, any deposits made will ignore the trust and pay liens
3. Visible at lobby – this box is a default setting and must be checked for the inmate’s name to appear at the lobby kiosk and on our website, www.InmateCanteen.com
4. Escrow Account – if this box is checked, all deposits will go to an Escrow account that the inmate will not have access to

4. Notes

1. Use the notes field to save info regarding an inmate.

---

II. ADDITIONAL ACCOUNT OPTIONS

1. Select ‘Inmate History Report’
2. Search Inmate
3. Select ‘Edit Account’ at the top of the screen
4. Select ‘Additional Account Options’
5. Change any information on the inmates account
6. Select ‘Save’ on the bottom of the screen

• See below for specific instructions

1. Close Account

1. Clicking on this button will bring you to the close account screen

2. Inmate to Inmate Transfer

1. Use this function if you need to transfer funds from one inmate’s account to another

3. Pay Inmate Liens

1. Use this function to apply trust funds to inmate liens.

4. Select Inmate Groups – groups can be set up for special canteen needs or site charging

1. Add or change a group that an inmate needs to be in

5. Reset password

1. Click on this button to reset an inmate’s kiosk password.  The next time they log onto the kiosk, they will need to select a new pin number.

6. Transfer Funds

1. This allows you to move funds within an inmate’s account

1. From Trust to Bail
2. From Trust to Escrow

7. Print Invoice (This needs to be set up in TEAM before it can be used)

1. Allows to print off an itemized summary of an inmate’s debt

9. RESET AN INMATES KIOSK PASSWORD

1. Select ‘Inmate History Report’
2. Search Inmate
3. Select ‘Edit Account’ at the top of the screen
4. On the left hand side of the screen, select the ‘Additional Account Options’ tab
5. Select ‘Reset Password’
6. Once completed, the inmate can log into the kiosk and establish a new password with their account number

---

10. CLOSE ACCOUNT UPON INMATE RELEASE

*In the Close an Inmate Account process, any applicable Site Charges  and Withdrawals are part of a fluid process*

1. Select ‘Close Account’
2. Enter inmate name or account code, select ‘Search’
3. Once inmate is selected, the software will prompt the user to the site charge option

9. 11. REFUND A VENDING CARD

1. If card, insert card into Card Reader and select ‘Refund Card’
2. The automatic $5.00 site charge will be refunded to the inmates account as well as any remaining balance on the vending card
3. If no card, select ‘Lost Card’ – the inmate will not be refunded for any remaining funds on a lost card and will forfeit the $5.00 site charge deposit

---

10. 12. FINAL SITE CHARGE

*Site Charge an Inmate Account is part of the Account Closing  process but may also be accessed from the Welcome Screen*

1. If no site charge required, select ‘Continue’
2. If site charge is necessary, select appropriate site charges
3. Certain Site Charges allow for price changes by selecting on the price of the Site Charge
4. If fee was charged twice or in error, select ‘Remove’ on left side of booking fee to remove charge
5. Select ‘Continue’

---

13. WITHDRAWAL FROM AN INMATE ACCOUNT

*Withdrawal from an Inmate Account is part of the Account Closing  process but may also be accessed from the Welcome Screen*

**IF NO WITHDRAWAL

•        If no withdrawal to process, select ‘Close Account’

PRINT A CHECK

1. Select ‘Check Withdrawal’
2. Verify that the check information is correct
3. Select ‘Print’
4. Ensure check printed correctly
5. Select the ‘Check Printed OK’ button
6. If the check didn’t print ok then choose select ‘Void Check’
7. Proceed to the final tab and select ‘Close Account’

14. CREATE A DEBIT CARD

1. Select Debit Card withdrawal
2. Confirm Credentials: D.O.B. and State (ABBREVIATION ONLY) are required to issue a Debit Card)
3. Select ‘Swipe Card’
4. Physically swipe the card and after the credentials post, select ‘Load Card’
5. Proceed to the final tab and select ‘Close Account’

---

15. VOID A CHECK

1. On the Welcome Screen, select ‘Undo Correction Wizard’
2. Select ‘Vendor’
3. Select ‘Void Check’
4. Search by Check Number or select drop down to search by Inmate
5. Select ‘Void’
6. Type in Notes and select ‘Save’
7. Select Refresh at the top of the screen to verify amount is back on account

---

II - ACCOUNTING

1. CHANGING A CASH BOX

(Booking Station)

1. Log in to TEAM on the computer where cash box is attached
2. Remove the cash box from the assembly, and select 'OK' when prompted the cash box has been removed.
3. Remove funds from the cash box.
4. Insert the new cash box, and a pop-up will appear asking to change the cash box; select 'Yes'
5. Choose the cash box to insert

(Lobby Kiosk)

1. Unlock the Lobby Kiosk.
2. Remove the cash box from the assembly. The screen of the Lobby Kiosk will ask to change a cash box. Please select ‘Yes’ to change cash box.
3. Remove funds from the cash box.
4. Insert the empty cash box.
5. Choose the cash box to insert

---

2. RECONCILING A CASH BOX

1. Under 'Trust Accounting' > 'Cash' > 'Cash Box Reconciliation'
2. Once open, select the cash box from the drop down in the upper left of the screen (1)
3. Enter the number of bills for each denomination in the column of grey boxes (2)
4. Ensure the difference between expected / actual balances on the lower right hand side is $0.00  (3)
5. If there is any difference here, submit a ticket or call TurnKey Corrections for assistance
6. If there are any additional cash boxes, repeat 1 & 2 until all are reconciled

---

3. BANK DEPOSIT

1. Under 'Trust Accounting' > 'Bank' > 'Bank Deposit'
2. Select 'End Current Session' to pull in all transactions ready to deposit (1)
3. Select all funds to be deposited by checking the box to the left of the transaction (2)
4. Select all transactions under the cash, coin, checks, Transfer In, and Misc. tabs that are necessary (3)
5. Any transactions not checked will be available to deposit at a later time
6. Enter any applicable notes in the lower right hand corner. (4)
7. Select 'Save' (5)

---

4. PRINTING A BANK DEPOSIT REPORT

1. Under 'Reports > 'Bank' > 'Bank Deposit Report'
2. Select the date of deposit from the dropdown, and select 'Run' on the upper right hand side.
3. Select 'Print' on the lower right.
4. Once deposited in the bank, attach the deposit slip to this report for records.

   ---

5. BANK STATEMENT RECONCILIATION

• Go to ‘Trust Accounting’ > ‘Bank’ > ‘Bank Statement Reconciliation’

• Statement Information box – upper left corner:

1. Make sure the date matches the bank statement’s ending date
2. Compare the bank beginning balance to the bank statement – do they match?
3. Input the debits according to the bank statement
4. Input the credits according to the bank statement
5. Compare the bank ending balance to the bank statement – do they match?
6. The ‘Cleared Difference’ is the difference between the debits and credits
7. After the bank reconciliation is all done the ‘Difference’ should be at $0.00

BANK STATEMENT RECONCILIATION – Continued

Bank Adjustments– Lower left corner

• Did the bank charge any fees or issue any credits?

1. Select Bank Adjustment Type – ‘Credit’ or ‘Debit’
2. Enter the Adjustment Amount
3. Change the Adjustment Date to match the bank statement
4. Enter notes
5. Select on ‘Add Bank Adjustment’
6. Once the screen refreshes, check off the adjustment that was just made.
7. Repeat if there are more

---

BANK STATEMENT RECONCILIATION – Continued

• After filling out the Statement Information begin checking off all of the ‘Debits’

1. Bank fees
2. Debit cards
3. Checks that have cleared
4. After all debits have been checked, the amount expected and the amount checked should have a difference of $0.00.  If the difference is not $0.00, verify the information and notify TurnKey Corrections; adjustments may have to be made in TEAM to match the bank statement

---

BANK STATEMENT RECONCILIATION – Continued

• Follow the same process for ‘Credits’

1. Bank Credits
2. Transfer in Deposit to Vendor - ACH deposits from credit card transactions through Heartland (our credit card company)
3. Facility deposits

• After all ‘Debits’ and ‘Credits’ are verified, select the green ‘Complete Bank Rec’ button in the lower right corner.

---

BANK STATEMENT RECONCILIATION – Continued

• A screen will pop up verifying “Are you sure you want to save”? DOUBLE CHECK everything before selecting ‘Yes’ then select ‘Yes’

---

6. PRINTING THE BANK RECONCILIATION AND OUTSTANDING CHECKS REPORT

1. Once the Bank Statement has been reconciled, print the report in TEAM
2. Go to ‘Reports’ > ‘Bank’ > ‘Bank Statement Reconciliation Report’
3. Select the Bank Statement Reconciliation report from the drop down menu in the upper left corner – the most recent report is listed first.
4. Select ‘Run’
5. Print off the report and attach to the statement from the bank or export it to an Excel spreadsheet and save as a PDF
6. Print the Outstanding checks report
7. Reports > checks > checks by date range
8. Click On ‘Filter’ in upper left corner
9. Under the Check Status column, uncheck everything except ‘Show Outstanding checks’
10. Select the date range to include ALL checks that are still outstanding up to the current bank reconciliation.

• Go to the ‘Today’ drop down menu and select ‘All”
• Change the ending date to the current bank rec date. and run

---

7.  STALE DATE CHECKS

1. Go to ‘Trust Accounting’ > ‘Bank’ > ‘Stale Date Check’
2. Search for checks by Check Number or by Check Amount if needed (1)
3. All checks are listed by check number
4. Select the box next to the checks that are going to be stale dated based on the time frame of when a checked is to be considered ‘stale’ (6 months, 1 year, 3 years, etc.) (2)
5. Once all checks have been chosen, select the ‘Submit’ button in the lower right corner. (3)
6. All of the money is now in a ‘Stale Date’ vendor
7. To cut a check from the Stale Date vendor – follow the instructions in #8 - ‘Paying Vendors’

---

8. PAYING VENDORS – Cutting Checks

1. Go to ‘Trust Accounting’ > ‘Vendor Tran’s’  > ‘Pay Vendor’
2. If ‘Assign Check batch’ pops up – contact TurnKey Corrections by submitting a ticket

1. This means that the computer being used is not set up to print checks

3. Understanding VENDORS:

1. Anything with TKC or ICC in the name is one of TurnKey Corrections vendors

1. Use these vendors to pay invoices that are owed to TurnKey Corrections EXCEPT:

1. Indigent invoices
2. Check Stock

1. These are paid for by a  vendor or paid by the County

1. DO NOT USE any of the TKC/ICC vendors

2. Other vendors to NOT touch:

1. The credit card float vendor – this vendor is usually negative and it is used for the website credit card transactions
2. TKC Card fee – if site uses vending machines this vendor is used to collect and refund the fee for the vending machine card

4. VIEW VENDOR BALANCES (1)

1. Displays the vendor balances on a specific date
2. Select the Invoice Date from the invoice

---

PAYING VENDORS – Cutting Checks – Continued

5. CHECK TOTAL (2)

1. Displays the running total of the check amount
2. Displays the vendors to pay out on the check
3. Adding to the check total

1. Select directly in the box from one of the Vendors (3)

1. This will calculate the exact amount that is in the vendor as of that date

2. To pay a different amount, select anywhere on the vendor name (4)

1. Enter the amount to pay

6. CHECK NUMBER (5)

1. Gives the next check # from last check used

7. PAY TO THE ORDER OF (6)

1. Fill in the Payee – the name of the vendor is not always the name that goes on the check

8. MEMO (7)

1. Fill in the ‘Memo’ line – this will appear on the check
2. Copy and paste this information in ‘Notes’

9. ADDITIONAL MEMO (8)

1. This memo – this information will appear on the check stub

10. BACKDATE TRANSACTION (9)

1. Check if the transaction to be backdated in TEAM

1. This date will be the same as the ‘View Vendor Balances’ date (This is MANDATORY if paying a TurnKey Corrections invoice)

---

PAYING VENDORS – Cutting Checks – Continued

2. This change will show in the ‘Control Account Detail’ report

11. NOTES (10)

1. Add any additional notes if needed – these notes will appear in the check reports

12. PRINT CHECK (11)

1. Select ‘Print Check’ – sends immediately to printer
2. Void check if it didn’t print or select ‘OK’

1. **Checks that are voided will be voided as of ‘Today’s Date’ – not the back dated date

---

---

9. PAYING COMMISSIONS FROM TEAM (This follows the same procedure as ‘Paying Vendors’)

1. Commissions will appear on the invoice – Canteen, Email, SMS
2. Go to ‘Trust Accounting’ > ‘Vendor Transactions’ > ‘Pay Vendor’
3. ‘View Vendor Balances On’ – Change the date to match the date from the invoice
4. Select the vendor where commission have been received from and enter in the amount from the invoice:

1. TKC Canteen for Canteen commissions
2. ICC Message for email commissions
3. ICC SMS for SMS/Text commissions

5. After all commission amounts have been selected, fill in all of the fields, memo and notes
6. Check the ‘Backdate Transaction’ box to match the date on the invoice
7. Select ‘Print Check’

---

10. DEPOSIT A CHECK TO A VENDOR

1. Go to ‘Trust Accounting’ > ‘Vendor Transactions’ > ‘Deposit to Vendor’
2. Select a Vendor to make the Deposit (1)
3. Select deposit type (it defaults to Check Deposit) (2)
4. If funds to be deposited for a different date, change the date and check the ‘Back Date’ box – if not, leave the date as ‘today’s date’ (3)
5. Fill in the fields for ‘Amount’, ‘Check Number’, ‘Payer’ and ‘Pay to the Order of’, if it is a check. Fill in the ‘Amount’ for Cash and Transfer In Deposits. (4, 5, 6, 7)
6. Fill in ‘Transaction Notes’ (8)
7. Select ‘Submit’ in the lower right corner (9)
8. This deposit will now appear in the ‘Bank Deposit’ section in TEAM

---

III – VIDEO VISITATION

1. WWW.INMATECANTEEN.COM LOG IN

1. Open a web browser and in the address bar, type in the website: www.inmatecanteen.com and select “Existing Users”
2. Use TEAM username and password credentials to log in as an administration
3. Chose facility name and select ‘Video Admin’ for Admin Type

2. MONITORING VIDEO VISITATION

1. The Home Screen will show all current Video Visitations
2. The ‘Info’ tab will show the inmate location, station name, time remaining, inmate name and web user name

I. MONITOR SCREEN OPTIONS

1. Select the ‘Actions’ tab to choose from the following icons
2. Select the ‘Handcuff’ icon to Black List the user(s). See the following section for more information
3. Select the ‘Red Circle with the White X’ icon to stop the visitation
4. Select the ‘Speaker’ icon to listen in to the visitation

---

II. MONITOR SCREEN BLACKLISTING

1. To Black List a web user or inmate, select the ‘Handcuff’ icon as previously described in the Monitor Screen Options
2. The default selections for Blacklisting are preset to include both the inmate and the web user. These options can be edited
3. The default notes for Blacklisting are “Nudity”. These notes can be edited.
4. Once options are finalized, select ‘Blacklist’ and then select the ‘Red Circle with the White X’ icon to stop the visitation

*The default duration of the Blacklist using the Monitor Screen function is a 30 day restriction. Manual blacklisting will be described in more detail under the Blacklist Section of Facility Settings.

---

3. NEW WEB USER APPROVAL

*Optional. Please contact TKC*

1. New User Approvals will be listed on the left side of the Home Screen. ‘Approve’ or ‘Deny’ from this page or select the “Detail” tab for more information
2. The Detail Screen will show the credentials and pictures of the web user and their identification. Select ‘Internal Notes’ for staff, ‘Notes for Web User’, or choose from a drop down menu for ‘Reason if Declined’. Select ‘Cancel’ for a later date or ‘Approve’ the user from this screen

---

4. VISITATION HISTORY REPORT

1. Select ‘Visitation History Report’
2. Search by visitor, inmate account number, inmate name or date range
3. Select ‘Run Report’
4. The option to print the report is available

---

5. FACILITY SETTINGS

I. EMAIL NOTIFICATION FOR VIDEO VISITATION

1. Select the ‘Facility Settings’ menu
2. Select on ‘Email Notification’ tab
3. Enter the email address(es) who will be receiving the notifications

1. If entering more than one email address, select the plus button (+) to add the additional addresses

4. Use the filter options to select the type of notifications; specific inmate, web user, housing unit or inmate group
5. Select ‘Add Setting’
6. To view all email notifications, select ‘View Existing Notifications’

---

II. BLACKLISTING

1. Select the ‘Blacklisting’ tab
2. Select the date range
3. Select what is to be blacklisted

1. Entire Site
2. Inmate
3. Web user
4. Pod / Section
5. Inmate Group

4. Enter optional notes for the web users with information regarding the blacklisting
5. To view all blacklists select ‘View Existing Blacklists’

III. PRESERVE VIDEO ARCHIVE

1. Select the ‘Preserve Video Archive’ tab
2. Search by Account Code or Last name. Once inmate is chosen, select ‘Add Setting’

*Videos are preserved by default for 90 days after an inmate is made inactive in the system. This setting will retain the inmate’s videos for 365 days past the inmate’s release. PLEASE CONTACT TURNKEY CORRECTIONS REGARDING QUESTIONS ON THIS FEATURE (715-386-5700 x 2)

---

IV. PRESERVE VIDEO ARCHIVE

1. Select Video Visitation Hours tab
2. Select for Web Visits or Off-Site Visits - if both are available, individual hours required for each setting
3. Select Day
4. Select start hours/minutes
5. Select end hours/minutes
6. Select ‘Add’
7. When all of hours have been added, select ‘Add Setting’

---

IV. SECTIONS

1. Select the Sections Settings tab
2. Check the boxes next to the appropriate sections to make these stations available for video visitation
3. Un-check the boxes to remove the availability for video visitation

*A helpful tool for transports, cell changes, discipline, etc.

---

6. CANNED INMATE INFORMATION

I. TURNKEY CORRECTIONS INMATE COMMUNICATION

*This information is subject to change by TurnKey Corrections or the YOUR COUNTY NAME County Detention Facility. Individual pricing may vary by site*

1. TurnKey Corrections Inmate Communication is a privilege, not a right.

2. TurnKey Corrections Inmate Communication is subject to change, restriction, and or termination, without notice.

3. Not all TurnKey Corrections Inmate Communications are activated at all facilities. These services are determined by the YOUR COUNTY NAME County Detention Facility.

4. Web users can add funds to an Inmate’s Trust Account and their Communication Account at www.inmatecanteen.com.

5. All inmate communications are documented, recorded, reviewed for content, and can be used against you in a court of law.

6. Web users and inmates participating in behavior considered to be inappropriate, offensive or involve criminal activity will have access to Inmate Communications blocked.  

7. Web User Video Visitation Hours are TBD. All Video Visitation must be initiated by the web user prior to TBD, nightly. These hours are established by the YOUR COUNTY NAME County Detention Facility and are subject to change, restriction, and or termination, without notice. Regular rates for Video Visitation are $0.39 per minute and are paid for by the web user.

8. On-Site Video Visitation Hours are TBD. All Video Visitation must be initiated by TBD, nightly and are restricted to TBD to TBD (i.e. 1 visit per 48 hours per visitor). These hours and parameters are established by the YOUR COUNTY NAME County Detention Facility and are subject to change, restriction, and or termination, without notice.

9. Regular rates for Inmate Video Voicemail are $0.49 per 3-minute message and are paid for by the web user. These messages will be viewed by staff prior to being sent to the inmate and can be rejected due to content. Web Users must have enough funds in their Communication Account to participate in this service.

10. Regular rates for Inmate Email are $0.25 per sent message. This is paid for by the sender. Inmates must have enough funds on their Trust Account to participate in this service. Web Users must have enough funds in their Communication Account to participate in this service. Web users may activate the option for an inmate to reply to their messages using the web user’s Communication Account.

11. Regular rates for Inmate SMS (Short Messaging Service) are $0.13 per sent message. This is paid for by the sender. Inmates must have enough funds on their Trust Account to participate in this service. Web Users must have enough funds in their Communication Account to participate in this service. Cellular SMS messages may apply by the cellular provider, when applicable, to the cellular user. Web users may activate the option for an inmate to reply to their messages using the web user’s Communication Account.

12. Regular rates for Inmate Picture mail are $0.31 per sent message. These messages will be viewed by staff prior to being sent to the inmate and can be rejected due to content. Web Users must have enough funds in their Communication Account to participate in this service.

13. Before each and every Video Visitation and Communication Deposit, the initiator agrees to the following disclaimer:

Any individual, who abuses the privilege of being able to communicate with family members or loved ones through our TurnKey Corrections System, will immediately lose their right to video visit, e-mail, SMS, or call via our system. TurnKey Corrections reserves the right to use recorded video and still images and e-mail content in their advertising campaigns. Such abuse can be defined as but is not limited to improper or malicious use of equipment, nudity or excessive profanity, failure to respect the requests of an admin monitor, and any illegal activity. All email content, audio and video can and will be used against you in a court of law.

Inmate E-mail, Inmate SMS, and Video Visiting from home are a privilege and not a right. Please make sure to test your equipment before video visiting online. Any funds that are not used in your "my communications account" are not refundable. Accounts that have been active for more than one month will be subject to a $1.00 recurring maintenance fee. Accounts with inactivity for more than one month will also be subject to a $1.00 recurring maintenance fee.

14. Web Users can test their video and audio equipment by using a free audition room at www.inmatecanteen.com.

15. Most poor or lost connections during a Video Visitation have to do with the web user’s internet connection or computer hardware. For successful Video Visitation, TurnKey Corrections recommends using hard lined internet connections with previously tested computer equipment. TurnKey Corrections and the YOUR COUNTY NAME County Detention Facility are not responsible for the web user’s internet connection or computer hardware. Internet speeds have been tested at the YOUR COUNTY NAME County Detention Facility and are more than capable of providing this privilege.

16. Video Visitation is in BETA cellular phone / tablet testing. Cellular phones / tablets are currently not a reliable method to participate in video visitation and are not recommended as each device and manufacturer has their own unique software and drivers. TurnKey Corrections and the YOUR COUNTY NAME County Detention Facility are not responsible for the web user’s cellular data or internet charges.

17. Any web users who have questions regarding TurnKey Corrections Inmate Communication will be directed to TurnKey Corrections. The YOUR COUNTY NAME County Detention Facility does not offer technical support for www.inmatecanteen.com.

---

IV – INMATE MESSAGING

1. INMATE MESSAGING INBOX

1. Access the Inmate Messaging System by selecting ‘Inmate Messaging’ on TEAM’s Welcome Screen or by selecting the personal notification tab at the top of the screen. The personal notification tab will state how many unread messages are contained in the Inbox

---

2. INBOX OVERVIEW

1. New messages will appear in bold print with a closed envelope icon(1)
2. Read messages will appear in regular font with an open envelope icon (2)
3. Replied messages will appear in regular font with a blue arrow on the envelope icon (3)

• Other staff may receive the same message/messages
• Actions made in an individual inbox WILL NOT AFFECT another user’s inbox sans a ‘replied’ notification. Example: If a staff member is set to receive general requests, other staff will receive the same request in their inbox as all staff set to receive general requests are carbon copied ‘CC’d’ the same request. USE THE FILTERING INSTRUCTIONS in the next section to assist with inbox management

4. Use the ‘Reply’ tab to reply to an inmate message (4)
5. Use the ‘Forward’ tab to forward an inmate message (5)

   ---

3. FILTERING INDIVIDUAL PREVIOUSLY REPLIED REQUESTS

1. Multiple staff members may be set to the same inmate request group. To delete replied previously replied requests, select the individual requests by checking the box next to the correlating message(s) on the left-hand side of the screen (1).
2. Delete the message(s) by selecting the ‘Delete’ tab at the top of the screen. (2)

*THESE MESSAGES WILL ONLY BE DELETED FROM THE USERS INBOX AND WILL NOT AFFECT OTHER USERS ASSIGNED TO RECEIVE THE SAME REQUEST TYPES. INMATE REQUESTS ARE PERMANENTLY STORED AND RETRIEVABLE FROM THE INMATE’S INDIVIDUAL INBOX

---

4. FILTERING MULTIPLE PREVIOUSLY REPLIED REQUESTS

1. Multiple staff members may be set to the same inmate request group. To delete previously replied requests, select the ‘Filter By’ tab (1)
2. In the Filter Messages pop up window, select the check box titled ‘Show Only Replied Messages’ (2)
3. Select ‘Filter’ (3)

*Additional Filtering options can be found on the right hand side of the Filter Messages pop up window: Subject, Account Code, Name, Housing and Message type.

---

4. After filtering by selecting ‘Show Only Replied Messages’, use check the ‘Select All’ box (4)
5. Select the ‘Delete Messages’ tab (5)

6. All previously  replied messages have been deleted from the inbox
7. Select the ‘Filter By’ tab (6) and uncheck the ‘Show Only Replied Messages’ tab in the pop up window (7) and select ‘Filter’ (8)

8. The inbox will now contain only new inmate messages and previously read that have not been responded to

---

5. REPLY, FORWARD, AND ACTIONS

I. REPLY

1. Select the inmate message to respond to
2. Select the ‘Reply’ tab

1. Type in message (1)
2. If required, view the original request by selecting ‘Previous Message’ (2)
3. Default Responses – Optional and customizable Select desired Default Message from the dropdown box. Please contact TKC for assistance on this feature (3)
4. If an inmate reply is approved for this message, check the ‘Allow Reply’ box (4)

3. Select the ‘Send’ button once complete (5)

---

II. FORWARD

1. Select the inmate message
2. Select the ‘Forward’ tab
3. This feature forwards the message to another TEAM user
4. Select the drop down menu under ‘To:’ (1)
5. Select your recipient
6. Select on ‘Add Recipient’ (2)
7. Repeat steps 4 and 5 if including more than one recipient
8. Select ‘Send’ (3)

*IT IS RECOMMENDED THAT ALL MESSAGES ARE REPLIED TO PRIOR TO FORWARDING. THIS IS BENEFICIAL AS OTHER USERS WILL SEE THAT THE MESSAGE HAS BEEN RESPONDED TO AND WILL REDUCE DUPLICATE FORWARDING

---

III. ACTIONS MENU

1. Action Menu – options for individual messages:

• Reply
• Forward
• Delete
• Copy to clipboard
• Move to folder
• Get Inmate Request History –all messages sent by selected inmate
• Inmate Transaction Report – link to the Inmate History Report screen
• Edit Account – link to the Edit Account screen

---

IV. QUICK BUTTONS

1. Compose Message

• Compose a message to one or multiple inmates

2. Message History

• Displays entire message history for an individual inmate. Use the ‘Filter By’ tab for selection options
• Messages cannot be deleted as they are the inmates complete message history

3. Move Messages

• Allows to set up folders to organize messages

1. Select ‘Move Messages’
2. Select ‘Make New Folder’
3. Name the folder
4. Select ‘Create’

4. Delete Messages

• Delete the selected message(s)

5. Print

• Prints the selected message(s)

6. Discipline Inmate – Administrative access only

---

V – SUPPORT OPTIONS

1. SUBMIT TICKET

1. From TEAM’s Welcome Screen, select ‘Submit Ticket’
2. A web browser window will automatically open based on the default browser setting: select ‘Submit Ticket’

3. Complete the Subject
4. Complete Message
5. Optional Attachment Field – Bank Statements, Inmate Handbook, Spreadsheets, etc.
6. Verify the CAPTCHA
7. Select ‘Submit Ticket’

---

NOTE: The Ticket System is the preferred method of reporting an issue. While TKC welcomes all phone calls, many customer inquiries require investigation. TKC’s Tickets are assigned to a dedicated staff that is an expert in the topic; Accounting, Canteen, Hardware, etc.

TICKET EXAMPLES:

Canteen Shortages / Mis-picks / Damaged Items:

 – Users can report any canteen delivery discrepancies and included multiple inmates in a single ticket

Kiosk Issues:

– Users can report kiosk issues for our staff to investigate and/or schedule repairs. Please be sure to include location name and a description of the issue. The Ticket System is helpful for intermittent issues as our staff can track and documents occurrences

---

Accounting:

– Users can attach files such as a bank statement or spreadsheets so that our staff can assist in making sure accounting is accurate and firm

Inmate Canteen Communications:

– If an inmate or an inmate’s friend for family member reports an issue with our communication features, we will investigate on your behalf.

2. REMOTE SUPPORT PORTAL

*Please note that this feature allows TKC staff to access the computer remotely. This feature may not be available without an administrator or IT staff logged in to the station*

1. From TEAM’s Welcome Screen, select ‘Remote Support Portal
2. A web browser window will automatically open based on the default browser setting: select a staff member to assist

3. The link will direct you to a page that will automatically download the file (1) or you may manually begin the download (2)

4. Follow the instructions and a staff member will connect and engage the session shortly
5. Once engaged, a chat window will appear to communicate with TKC staff

---

VI – SOFTWARE REQUIREMENTS

1. FRAMEWORKS / PRE-REQUIREMENTS

• Adobe Flash Client (Video Visitation)
• .Net 4.0 Full Extended
• Windows System Updates (Required and Optional)

2. NETWORK REQUIREMENTS (OUTGOING RULES)

• *.twvending.net: 80, 443
• *.inmatecanteen.com: 80, 443
• Support.twvending.net: 8200 (Remote Support)
• {timezone}.team.twvending.net, {timezone}-cloud.team.twvending.net, {timezone}-aws-db.team.twvending.net: 80, 443, 30000 (TEAM Accounting)
• Examples:

 (central.team.twvending.net:443, mountain.team.twvending.net:443, pacific-cloud.team.twvending.net:30000, eastern-aws-db.team.twvending.net:80)

• Storeservices.redtouchmedia.com: 80 (Mp3)

---

3. VIDEO VISITATION

• Videoservice.inmatecanteen.com: net.tcp 8523
• R6a3vx11.rtmphost.com (Live Monitoring) rtmp 1935 udp 19350 – 19400 tcp 443
• Rtmp.inmatecanteen.com (Streaming Playback) rtmp 1935 udp 19350 – 19400 tcp 443
• Network Speed Per Unit: 1mbps upload and 1mbps download – Minimum latency (Average of 50k to maximum 100k bandwidth)

---

NOTES:

---

NOTES:

---

NOTES: