Why Your Call to an Inmate Didn’t Go Through: Cell Phones, Prepaid Accounts, and ICS Corrections

In Kansas facilities, residents make outgoing calls - either collect or prepaid. You can't call them directly. Residents aren't allowed to receive incoming calls, which is why "I tried calling the facility and it didn't work" is such a common frustration. The system only works one way: they call you. Cell phones are the biggest sticking point. Residents can't call a cell phone unless the person they're calling has set up a prepaid account first. If your loved one is trying to reach your mobile number and you haven't created that account yet, the call won't connect.

Phone access depends on when residents can reach the coinless phones. They typically have access during yard periods, and each living unit has designated evening hours when calls are allowed.

ICS Corrections, Inc. handles resident phone service. Want to receive calls on a cell phone? You'll need to set up a prepaid account with them. Once that's done, your loved one can place prepaid calls to your number.

• ✓ Call ICS Corrections customer service at 1-888-506-8407 to establish a prepaid account
• ✓ Set up an account online at www.icsolutions.com
• ✓ Have the phone number you want the resident to call ready (especially if it’s a cell number)
• ✓ Have your payment method/account details ready so the prepaid setup can be completed

The most common reason calls fail? The number isn't approved yet. Every phone number a resident wants to call must be verified and activated before they can dial it. Until that happens, the call won't go through - even if you're staring at your phone waiting.

• ✓ Chain dialing
• ✓ Three-way calling
• ✓ Call forwarding
• ✓ Dialing extra digits

For cell phone calls, you usually need two things in place: a prepaid account through ICS Corrections and your number verified on the resident's approved call list. Even with both set up correctly, calls can still fail if the system detects prohibited features - like call forwarding on your line or someone trying to merge in a third person.

1. Set up a prepaid account with ICS Corrections - Called parties can establish a prepaid account by calling 1-888-506-8407 or setting one up online at www.icsolutions.com.
2. Make sure each new number is verified and activated - The resident can’t call a new number until it’s verified and activated on their approved call list.
3. Keep your line “clean” when you answer - Avoid three-way calling, call forwarding, chain dialing, or dialing extra digits, since those are not permitted and can block the call.