NEW COMMUNICATIONS SYSTEM

Click here for printable instructions to create a new account at ICSolutions.com.

Click here for printable instructions to register for visitation with an existing account at ICSolutions.com.

You do not need to contact anyone prior to receiving a call from an adult IDOC individual in custody. Once your number is approved, you may begin receiving phone calls using any of the payment methods described below.

Prepaid Collect Calls

A Prepaid Collect account can be easily set up after receiving the first call from a IDOC individual in custody. During the first call, you will receive 60 seconds of complimentary talk time and then be given the opportunity to set up an account with a customer service representative. Alternatively, accounts can be set up through ICS Corrections' billing agent ICSolutions at 888-506-8407 or www.icsolutions.com.

• Note that taxes are separate from the Prepaid Collect balance.
• Purchases are posted on the same day.

Debit Phone Time

The new phone system from ICS Corrections has a real-time debit solution. Individuals in custody, as well as friends and family, will still have the ability to put money into individuals in custody trust accounts using the methods currently in place.

Debit calling can be used by the individual in custody to call any number approved by their facility.

Yes. If your number is on the individual in custody approved number list, you may accept calls on your cell phone by setting up a Prepaid Collect account through ICS Corrections' billing agent ICSolutions, by simply following the prompts during your first accepted call or by contacting them at 888-506-8407 or www.icsolutions.com.

Debit calling also allows for calls to cell phones.

Please click here to view the rate table.

There are three Ways to Purchase Prepaid Services:

1. Online: The fastest and easiest way to purchase prepaid phone services is by using the Online Payment Processing Service. This service allows you to conveniently purchase prepaid phone services using a credit or debit card. As soon as your payment is complete, you will have access to the services just purchased.
2. By phone: Toll-free customer service is available 24/7/365 at 888-506-8407. During your first accepted call you will automatically be given the opportunity to set up an account over the phone with a customer service representative. During future calls, you will also be given the opportunity to purchase additional phone time when your Prepaid Collect balance becomes low.
3. By mail: To purchase prepaid phone services using a certified check or money order (we are sorry, but personal checks are not accepted), please mail to:

For Prepaid Collect:

• ICS Corrections, Inc./ICSolutions
• Attn: Customer Service Department / Prepaid Collect Account
• 2200 Danbury Street
• San Antonio, TX 78217

When purchasing prepaid phone services through a mail-in purchase, please be sure to include with your payment, your name, address and the designated telephone number to which you wish to receive calls.

Simply call 888-506-8407. If refunding to the credit or debit card on file, refunds are processed on the same day requested, typically within 15 minutes.

Written requests can be mailed to:

• ICS Corrections, Inc./ICSolutions
• Prepaid Collect Refund Request
• 2200 Danbury Street
• San Antonio, TX 78217

• Include your name, address and the phone number associated with the Prepaid Collect account.
• Please allow up to two weeks for refunds by mail to be received.

Prepaid Collect is the easiest way to receive calls and manage cost. Alternately, a separate monthly bill can be sent directly to your office (Direct Billing). To set up a direct billing arrangement, call 800-464-8957. Direct billing is available only to attorneys and bondsmen.

All international calls are paid for by the individual in custody's Debit Account.

The calling rates for international calls are changed quarterly to comply with the FCC regulatory requirements. The updated rates are based on the actual cost to connect calls to each individual country plus $0.06 per minute. The per minute international rates are capped at $0.23 as stated in IL state statute (730 ILCS 5/3-4-1(a-5)).

International calling rates vary by country.

For current country-specific rates, click here.

Blocks on Phones

When you receive a call from an IDOC individual in custody, you will be given the option to refuse that call. Additionally, you will be given the option to block all future calls from IDOC. If a called party blocks their phone number in error, they should call customer service at 888-506-8407 to remove the block.

Individuals in custody can file a complaint by leaving a voicemail through the individual in custody telephone system. ICS Corrections staff will work to resolve the issue and provide feedback to the individual in custody by leaving them a voicemail they can listen to through the individual in custody phone system.

The following restrictions may be applied by the IDOC to individuals in custody calls:

• Limits on length of calls (currently 20 minute maximum).
• Limits on number of calls to the same number in a given length of time.
• Call monitoring, recording, and individual in custody voice validation (in order to place calls).
• Blocks on types of phone numbers (such as 800 numbers) or selected phone numbers.
• Temporary or permanent denial of phone usage rights for such reasons as disciplinary problems or requests by a called party.

Calls can disconnect for a variety of reasons including:

• Accepting call waiting
• Dropped calls from a cell phone or VoIP number (phone service over the internet) due to poor coverage
• Placing a call on hold
• Security reasons within the facilities

For Prepaid Collect customers, please call 888-506-8407. Our representatives can investigate technical problems with your phone call, including listening to the call recording to determine the cause. If it is determined that the problem was not caused by another external factor (for example, a bad cell phone connection), our Customer Care Representative can credit phone services back to the account that was used for the call.

Once your account has been created and funded, you can call (217) 426-0499 to leave a voicemail message for an individual in custody letting them know when you are available to receive a call. Voicemail messages are only $0.15. To leave a voicemail, you will need to have the 4-digit PIN you created when you set up your online account and the individual in custody's state ID number.