- As part of Agency Setup, learn about Application Mode (i.e., Demo vs. Production)
- See how in Internal Demo Mode staff can try out the service but restrict actual public use
- Control who receives email & text msg notifications during Internal Demo mode usage
- Manage the Demo mode phone number and schedule for outbound phone calls
- Example of editing Outbound Phone Settings in a production deployment (non-Demo mode)
- Setting up an IP Address Restriction (white-list entry) for system access from devices
TRANSCRIPT OF VIDEO
We are working our way down the agency setup path here. We covered contact info in a prior help article. Logistics, branding, we just talked about workflow, now we are looking at the last one under agency setup for now which is App settings. This is very unique. Case service has been built conceptually by prior Law Enforcement officers and then we have a great technical team with a CTO who is not a Law Enforcement officer, but a rocket scientist. As we looked at building the system that made sense, it was really understanding that it is a very good system; we wanted to get it into as many hands as possible. It is cloud hosted. It is highly secure. We want agencies to be able to try it so we thought hey, why not let them demo it. You know, I am not going to buy a truck before I can test drive it so why would I expect someone to buy software without being able to try it, so we did that.
Under App settings there is application mode. You can run this thing in internal agency demo mode, and when you are ready to unleash it to the public and start taking reports by providing a high level of service with automation, you toggle this over, and it goes publicly available. I am not going to do it right now but when you actually toggle it over there will be a PIN number request right here that will enable you to open up the platform. This just ensures that as you are kind of banging around on the system, you are not going to break anything. You are not going to be making annoying phone calls to anyone because the system is locked down when it is in application mode of internal agency demo. When you are ready, you have obviously coordinated with Ten8Tech and we are going to give you the authorization PIN that will open up the platform.
What is under application mode? Well the demo PIN for one. What that means is when you are using Casenumber.com or the mobile applications, and your agency is running in internal agency demo mode, you are not open to the public so you are not going to have citizens putting in reports on the odd chance that they would, on accident. This is built to deploy regionally, so when you have neighboring jurisdictions around you, you are turning your agency on but you are not fully deployed yet. They are, maybe there are some other citizens that will try to report into your agency through their websites, or so forth because it is one common Case Number framework, they are going to see a demo PIN pop up. I can give you an example of what that looks like. Looking at this agency, it is running in internal agency demo mode at T8T.Casenumber. If I could try to report in right now I may be told that this location is not available. It says down here if you remember the agency, click here. If I click here, then I can put in the PIN number. Now if I just come to this spot in the world though from Casenumber.com, this is what we mean by one reporting platform for the nation, there is Casenumber.com.
If I just go to report into Chula Vista, I go to Chula Vista, California. Again, I came in through Casenumber.com; it is a brand new Casenumber.com. Sweetwater is not Chula Vista. This one is, and I get that same ability to report in. If I put in the PIN number now, what you are going to see is this will go agency branded. It is agency branded and then you are having a conversation with that police agency versus just being allowed to report in. If I go to report into, let us say, San Ramon, California what you will see is this. We will just go straight report in and there is no PIN, it just transitions straight over to the agency because this agency is deployed. Then we will have the conversation with citizen. We are asking them to set their PIN. That is kind of the way this platform is working. You can tell the citizen to go to Casenumber.com to file the report and you know what, if it happened in your jurisdiction they are going to be reporting to you. If it did not, the platform will let them know that sorry, cannot do that for you, but the platform will give them a way to figure out who they should talk to. It will repopulate a Google search for them and it is going to have that police agency. For example here, the City of San Diego, they are not yet using our system, but citizens would see this and you click on Google, and Google is going to tell them how to contact that agency. That is what the demo PIN is used for. That is used in mobile for iOS, for Android, as well as web.
Now we are doing email distribution lists. Email distribution list is the testing emails that the platform is going to communicate with. Any time a report is denied, approved, moved through workflow, those are all triggers that are discussed here under notifications. Those will trigger an email to be sent out to the reporting party. You can list all of the emails here for those individuals testing out the platform and they are going to see the list of email addresses. They are going to see the emails that will be received from the citizens. It gives you sense of when you click deny, you are instantly see what the citizen would see on their end from that email being sent from the platform.
Text distribution lists, same type of concept but for text messages. Anyone who is listed here is going to receive the text messages.
Outbound call test number. The intention here is the platform does do outbound phone calls, so the system will reach out to the reporting parties if they need additional information and the system will ask for that additional information, it will ask new questions, pull new responses, and put that back into the reports. This allows those outbound phone calls to go to a defined person. We turn off all of the outbound communication from the platform when it is running in internal agency download, so it is only going to people who are authorized. After that when it goes to publicly available, if a citizen is putting in their information, the platform is going to have the conversation with that person.
The outbound phone settings. Now this is part of the platform that will stay here when you go publicly available. When you toggle this over and go publicly available with the right authorization from us, what you will see is the demo PIN, the email distribution lists, text distribution lists, and outbound call test number, that all goes away. These areas will just go away from this screen. When you look at the app settings, all you are going to see are the outbound phone settings and then the IP address restrictions. Outbound phone settings...this is what gives you the control to tell the platform do not call my residence between, for example, 1:00 am, and 7:00 am. Only call in between 10:00 am and 2:00 pm. The platform is not going to be calling someone during dinner or at midnight. How could that happen? Well if you have someone on your mid-shift, they are reviewing reports, and you tell them to do an automated follow-up, the platform was just told to call someone so it is a very responsive digital officer. It is going to make a phone call, but it will not if it is outside that call window. It will basically save it in a queue and then it will start working through that queue of follow-ups that the platform has to do when it's in a call time. From here too you can tell it the maximum number of attempts and how much time to wait before attempting again. This is in minutes. You can tell the platform to call this person two times and if he does not answer the first time, call him again in ten minutes, or typically it would be a couple hundred minutes, like 350 minutes or something, so you are going to space out by hours and you will usually do more than two. Usually you will do like four or five, space them out every 200-some minutes. The person is going to get a couple of phone calls, eventually they are going to say yes, this is a good time to talk. Then they are going to answer their three or four questions which will move the report back into workflow and allow the agency to finish reviewing it if there was anything that needed to be clarified from the reporting party. Again, the system does that, not the reviewing official. That is outbound phone settings.
In the last section here, IP restrictions. The way Case Service is built, there is a very robust security protocol in place that prevents Ten8Tech from seeing the data from citizens unless we have a user account within your platform. It has to be authorized by the agency. It is very transparent because the agency is going to see that a member of Ten8Tech has access to see report data. If we don't have that access, the only thing we can see is the agency admin, through engagement sections, new reports. If we have access through a user account, then we can get in there provided we are also on the white list of IP addresses in the range. This is a way to lock the platform down to only city-authorized IP addresses and other IP addresses who you want to have access to the platform. Just because you have a user account with login information, if IP address restrictions are deployed, you cannot log in from home. You have to be on one of those IP addresses that are going to let you into the platform. That is the applications settings section.
Here we have application mode. If you are running in internal agency demo mode, you have the outbound phone settings, and then also the IP restrictions. That concludes the agency-setup configuration settings. We are going to move on now and talk about users, crime types, and so forth and other help content and videos.