SCRAM TouchPoint

On March 12, 2026, SCRAM Systems will release an enhancement to your TouchPoint Monitoring program. For clients who are enabled for the SCRAM TouchPoint Location Tracking service, their smartphone’s location data will be captured and stored during periods without network or internet connectivity. Once service is restored, the stored data will be transmitted to the system.

Your account must be enabled for location tracking for these instructions to work. Contact your SCRAM Systems Account Representative if you are interested in activating this service.

How It Works

For this example, the client’s Location Tracking service is configured to collect location data every 5 minutes.

From the Client Profile page, select Location Tracking Map from the Quick Actions dropdown ellipsis menu.

On the Location Tracking pop-up window:

When connectivity is available:

• The location points are plotted on the map.
• Each point is recorded as Successful.
• The Location Tracking pop-up window reflects normal communication.

When connection is not available:

• The location table will not indicate the last known location in bold.
• At the next location interval, in this case the 5-minute interval, the location table will display Connection Unavailable in red.
• Additionally, a red Location Failure heading is displayed at the top of the pop-up window, displaying the last communication date and time.

Once the connection is reestablished:

• The location data will automatically update on the map and on the location table.
• The “Connection Unavailable” message will no longer display in bold or in red.
• A “Connection Restored” message will appear bolded and in green on the location table with the date and time stamp of when communication was restored.

Status Updates: Location Tracking updates are tied to the frequency configured for the client. For example, location information is gathered and communicated every 5, 10, 15, 30, and 60 minutes. Any change in connectivity and location status will only display at the sent interval.

Loss of Connectivity During Pursuit Mode

During the 15-minute Pursuit Mode window, if connectivity is lost the location table will display “Connection Unavailable,” and the red failure banner will display in the Location Tracking pop-up window.

If the device reconnects during the 15-minute Pursuit Mode session, location collection will resume automatically and continue at one-minute intervals for the remainder of the session.

On January 28, 2026, SCRAM Systems will release an enhancement for your SCRAM TouchPoint caseload. This enhancement updates how alerts are displayed and managed in Optix. Alerts now appear individually in a list on the client’s History tab, providing clearer visibility into client activity. Agents may open alerts to view details, add notes, update statuses, resolve alerts individually or in bulk, and export alert records as needed.

TouchPoint Alert Types

TouchPoint Alerts include the following alert types:

• Pending Photo Review
• Biometric Verification Unsuccessful
• Missed Check-In
• Responses to Questions
• No GPS Location
• Location Services Disabled
• Push Notifications Disabled
• Device Change
• Locate Now
• Location Verification
• Location Failure
• Completed Check-Ins

Alert History Page

All TouchPoint Alerts are displayed in a list on the client’s History tab. Each alert on the History tab includes the following information:

• Date & Time
• Alert Type
• Status
• Caseload

Selecting the Date & Time hyperlink opens the Alert Details page for the selected alert.

Alert Details Page

The Alert Details page provides additional information about the selected alert and allows agents to take action.

From this page, agents may:

• Review detailed alert information
• Add notes related to the alert
• Update the alert status

Available alert statuses include:

• In Progress
• Resolved Successful
• Resolved Unsuccessful – Use this status to quickly clear alerts from the Dashboard when no specific action is required

After updating the alert, select Save Alert followed by the <<Back to Alerts button to return to the full list on the History tab.

Bulk Resolution of Alerts

New bulk actions allow agents to resolve multiple alerts at once directly from the History page.

To bulk resolve alerts:

• Select the checkbox next to one or more of the alerts in the list.
• Select the green Resolve button.

• Select the Action from the Resolve Alerts pop-up window: Mark as Resolved Successful or Mark as Resolved Unsuccessful.
• Choose Confirm to complete the action.

After the alerts are resolved as part of a bulk action, returning to an individual Alert Details page will display the message “Resolved via bulk status update” at the bottom of the alert information.

Multiple Alerts per Check-In

With the updated TouchPoint Alerts experience, a single check-in may generate multiple alerts if more than one issue occurs during that check-in. Each issue displays as its own alert on the History list.

For example, on the same date and time, a single check-in could generate multiple alerts, including:

• Pending Photo Review
• Responses to Questions
• Biometric Verification Unsuccessful

Although these alerts display individually, they are all tied to the same check-in. To fully resolve the check-in, agents must open the relevant alert(s) and complete all required actions on the Alert Details page. Once all required actions for that check-in are completed, the related alerts will resolve together. This provides clear visibility into each issue while maintaining efficient alert resolution.

Export, Print, and Copy Options

New options are available at the bottom of the client’s History tab to support reporting and recordkeeping.

The following actions are available:

• Export to CSV – By default, all alerts are exported into a CSV file that may be opened in Excel.
• PDF – Select the checkbox next to one or more alerts to export the selected records to a PDF.
• Print – Select the checkbox next to one or more alerts to print the selected records.
• Copy – Copy selected alerts and paste them into other applications such as Excel, Notepad, or Word.

Your account must be enabled for location tracking for these instructions to work. Contact your SCRAM Systems Account Representative if you are interested in activating this service.

To Set Up Location Tracking at the Caseload Level:

1. On the Optix Dashboard, select Go to TouchPoint.

2. From the TouchPoint Check-In page, select the Admin dropdown menu, and choose Manage Caseloads.

3. Select the Add a New Caseload button to create a new caseload or select an existing caseload to add this feature.

4. When adding a new Caseload or editing an existing Caseload, in the Monitoring Services section, select the checkbox next to the Location Tracking option located in the Caseload Services section.

When selecting the Caseload Services, Location Verification and Location Tracking cannot be enabled simultaneously.

5. To finish, select the Save TouchPoint Changes button.

6. Once saved, the Caseload Detail page will display the enabled services.

Enabling Location Tracking for Clients

1. Once your Caseload is enabled for Location Tracking, you may enable this service for clients on their Client Profile page. For existing clients, on the Optix Clients page, select their name hyperlink.

2. In the Monitoring Services section, select the Edit hyperlink to the right of the Location Tracking monitoring service.

3. Select the Enable button and then set the frequency – “how often” you want the client’s smartphone to provide a location point.
4. Select the Save button.

Once saved, a pop-up verifying the Location Tracking setting was successfully enabled for the client will display on the page.

Accessing the Location Tracking Information

The Location Tracking information may be accessed by selecting that hyperlink on the Client Profile page.

On the Location Tracking pop-up window:

• The client’s last known location is displayed.
• The “From” and “To” calendar and time fields allow you to customize the location information displayed on the pop-up. You are limited to a seven-day selection.
• Select a specific date and time from the list to bring that location point into focus on the map.
• Hover over the location point on the map to view the location’s details. This includes the location’s address, status, phone battery strength, and user name assigned to the client.

Pursuit Mode Feature

In some scenarios, real-time tracking of a client may be needed. “Pursuit Mode” temporarily overrides the saved location frequency for the client and updates the frequency to one location point every minute. The system will continue to gather a location point every minute for a total duration of 15 minutes or until manually ended by selecting the Stop Pursuit Mode option.

As the location information is received, the map and location data are updated in real-time on the pop-up.

On October 28, 2024, SCRAM Systems released two enhancements for your SCRAM TouchPoint caseloads. These enhancements include:

• Your client’s Check-In and Location details are now consolidated under a “History” tab.
• A new “TouchPoint Change Log” record is available on the History tab detailing all updates made on the client’s Profile page.

To Access the History Tab for the Client:

1. On the Optix Dashboard, select the Clients tab.

2. Once you’ve found your client, select their name hyperlink.

3. On the client’s Profile page, select the History tab.

4. On the History page, select the Check-In, Location, and TouchPoint Change Log buttons to view the details.

Check-In

With the Check-In button selected, you will still see the date & time, the results of the Facial Recognition feature, status, and type. No changes have been made to this feature.

Location

With the Location button selected, you may use the filters to customize what is displayed on the page.

TouchPoint Change Logs

With the TouchPoint Change Log selected, you may view a record of the changes made on the client’s Profile page, including the user’s information that made the change.