Register

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Getting Started

Please read the technical requirements section below before beginning. You can email us during office hours if you have any technical issues during the setup.

Technical requirements

Read about the internet connection and security requirements for the agent to prison video link and access a trouble shooting guide.

Step 1: Registration

Please complete and sign the video link mandate to register. There are two versions of the mandate to choose from:

A separate mandate must be completed for each solicitor within the firm who wishes to conduct visits by video link.

Once completed the mandate needs to be signed, dated and emailed to us.

Step 2: Download Polycom realpresence software to your device

You need to download and install Polycom realpresence to your device. This is a dialling tool designed for video conferencing with appropriate security levels.

If you will be using a desktop or laptop, a free 30 day trial of the software can be downloaded here.

Polycom realpresence can also be downloaded as a free app for Apple and Android tablets.

Software such as ‘FaceTime’ or ‘Skype’ cannot be used. At the moment you can only connect with prisons via Polycom.

Smartphones: Please note, because of mobile network connection issues smartphones are not recommended for making visits by video link and are not supported.

Installation of Polycom software client [PDF]

Set-up of Polycom [PDF]

Step 3: Booking a visit

When you have confirmed that you have downloaded Polycom and updated the settings we will pass your details to SPS for them to add you the video link booking system. SPS will then add your details to the video link booking system (please note this can take at least 24 hours).

They will then send you an email advising that you can now book prison video link visits.

You should follow the same procedure when booking a ‘visit’ by video link as for booking a physical visit by using the agents’ visits phone line at the prison. Remember to specify that you wish to conduct the visit by video link when booking.

Placing a call [PDF]

Useful information after registration [PDF]

Visits by video link can be booked up to seven days in advance.  Please ensure that you book 24 hours in advance of the required visit. A shorter notification period may be possible if the prison is able to accommodate the request.

Exclusions: Currently a visit by video link should not be undertaken where:

  • An interpreter is required
  • The prisoner is considered to be vulnerable in any way
  • The prisoner requires to review/see documents or other material

Once you have booked your visit with the prison you will receive a confirmation email from tms@sps.pnn.gov.uk. The email contains the dial code and PIN number you must use when contacting the prison and confirms the date and time the visit will take place.

Step 4: Dial in to prison to conduct video link meeting

To dial into the prison you will have to open Polycom.

See guidance – Placing a call [PDF]

You must ‘dial in’ as near as possible to the time specified. Prison staff will allow no more than five minutes from the appointed start time for the agent to make the connection. Unless the agent has advised the prison of a delay or a problem, the connection will be terminated and the prisoner returned to the hall.

Once terminated the connection cannot be re-established and a fresh booking will have to be made.

What happens when a connection is made?

Once the connection is established staff at the prison will confirm your identity and the prisoner to be seen. Staff will ask to view your current law society identification card and check the practitioner number.

Once this has been carried out the prisoner will be brought into the room and the member of staff will leave so that the ‘visit’ can take place in accordance with the Prisons Rules (Scotland) Act 2011.

At the conclusion of the visit you should ensure that the connection is terminated.

It is your responsibility to advise your client of the intention to conduct the visit by video link. Prison staff will ensure the prisoner is aware of this before they enter the room.

They will explain the procedure and what the prisoner should do at the conclusion of the ‘visit’ or if there is a problem.

What happens if there is a connection failure?

You should immediately advise the agents’ visits desk that there is a problem if you are unable to successfully connect.

This will allow the prison to keep the connection to the bridge open and manage the prisoner pending a potential solution being found.

The helpdesk will assist with any connection problems and their telephone number appears on all confirmation emails.

The visit can then take place if a solution is found.

Other situations and advice

  • You should make alternative arrangements as appropriate with the prison if there is a problem which cannot be immediately rectified. Prison staff cannot help with problems experienced with your device or connection.
  • If there is a problem at the prison, staff will contact you to advise you about the problem so that alternative arrangements can be made.
  • When you cannot connect to the bridge and the helpdesk are unable to assist you should advise any prisons where you have visits scheduled of the problem so that they can be cancelled or re-scheduled, and if necessary alternative arrangements put in place.

Please contact us by email if you have any questions about this process.