The Call Monitoring Intelligence module provides correctional investigators and communications supervisors with a comprehensive toolset for reviewing, analyzing, and actioning inmate telephone activity from an intelligence perspective. Unlike the basic call detail record view available in the Communications module, Call Monitoring Intelligence applies automated analysis to call content and metadata — including call duration patterns, contact frequency, three-way call detection, and real-time keyword detection during live calls — and presents the results in an investigative queue designed for intelligence workflows. To access the module, select the Call Monitoring tab within the Intelligence Suite; the system will display the call monitoring queue populated with flagged calls awaiting review.
The call queue presents each flagged call as a row showing the inmate name, booking number, called number, call date and time, call duration, flag type (keyword hit, three-way detection, contact anomaly, or manual flag), and current review status. Intelligence officers can click any row to open the call detail panel, which includes a built-in audio player with transport controls (play, pause, seek, and variable playback speed), a synchronized call transcript if transcription is enabled for the facility, and a keyword highlight overlay that marks the specific moments in the recording where flagged terms were detected. Officers can add timestamped annotations directly to the recording — for example, flagging a specific 30-second segment as evidence of contraband negotiation — which are then stored with the call record as part of the evidentiary package.
The module’s contact analysis view shifts the perspective from individual calls to the network of contacts an inmate communicates with over time. By selecting an inmate and clicking View Contact Network, investigators can see a visual representation of the inmate’s calling patterns, including call frequency to each contact number, total minutes by contact, and whether any contacts appear on other inmates’ call lists — a common indicator of external coordination between inmates housed in separate units. Contact network data can be overlaid with known associates from the facility’s gang intelligence records, automatically highlighting calls to individuals already identified as gang members or known associates.
Call Monitoring Intelligence supports real-time monitoring for designated high-risk inmates, allowing intelligence supervisors to configure alerts that trigger immediately when a monitored inmate places or receives a call. Real-time alerts are delivered through the in-system notification panel and, optionally, via SMS to designated intelligence staff, enabling rapid response when time-sensitive call intelligence is detected. All call monitoring activity — including queue views, playback events, annotations, contact network access, and alert configurations — is preserved in the audit log, ensuring that the facility can demonstrate to oversight bodies that its call monitoring program operates within documented, consistently applied policies.