IDOC Video Visits with ICSolutions: What Changed and How to Prepare
IDOC switched video visitation vendors, which means changes to how you sign up and connect. Here's what's different, what to download, and how to dodge tech headaches before your visit.
IDOC moved video visitation from GTL to ICSolutions at all facilities except ATCs. What does that mean for you? Everything you used to do through GTL now happens in the ICSolutions system. You'll likely need to create a new ICSolutions account before you can schedule or join a visit.
For IDOC video visits through ICSolutions, you'll need the ICSolutions visitation app on a Windows computer, Android device, or iOS device (iPhone or iPad). Here's the catch: you're required to download and test the app before you can join a visit. Don't wait until your scheduled time to discover your camera or mic isn't working.
- Choose your device - Decide whether you’ll join from a Windows computer, an Android phone/tablet, or an iPhone/iPad.
- Download the ICSolutions visitation app - Install the application on the device you plan to use for the visit.
- Create an account or sign in - Use your ICSolutions login so you’re ready to access video visitation.
- Run the required test - Complete the app’s testing step on that device before your visit so you’re cleared to join.
- Allow camera and microphone access - If your device asks for permissions, approve them so your audio/video works during the call.
- Fix issues and test again - If the test fails, adjust settings (permissions, audio input/output, camera selection) and re-test until it’s working.
Test early. Run the app well before your scheduled visit. That gives you time to sort out audio, video, or permission issues - instead of losing the visit to a last-minute connection problem.
Plan around the daily cap: an individual in custody may only receive one video visit per day. If someone else already has a visit scheduled that day, you’ll need to pick a different date.
Since IDOC moved video visits to ICSolutions (except at ATCs), scheduling now runs through their system. Video visits use friends-and-family accounts, so setting up your account on the device you'll use is part of getting visit-ready.
Practical Checklist
- ✓ Install the ICSolutions visitation app on the device you plan to use (Windows, Android, or iOS)
- ✓ Sign in and complete the required app test before visit day/time
- ✓ Make sure your camera and microphone permissions are allowed for the app
- ✓ Double-check your audio (speaker/headphones) and microphone selection after you test
- ✓ Have your ICSolutions username/password ready so you’re not resetting logins at the last minute
- ✓ Sign in a little early so you have time to re-test if something changed after an update
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