Why Your Call to an El Dorado Resident Didn't Go Through: Prepaid Accounts & Cell Phone Rules

Phone contact at El Dorado only works one direction: residents can place collect or prepaid calls out, but they can't receive calls in. If you tried calling the facility phone system to reach your loved one directly, it won't work. All calls have to start from inside using the approved phone process.

Even with everything set up correctly, calls depend on when phones are available. Residents use coinless phones at various times during the day, including yard periods. Each living unit also has designated evening call windows based on unit schedules.

El Dorado uses ICS Corrections (ICSolutions) for resident phone service. To receive calls through a prepaid setup, you'll need to create a prepaid account through ICSolutions customer service at 1-888-506-8407 or on the ICSolutions website.

Cell phones are a common reason calls fail. Residents can't call cell phones unless you have an ICSolutions prepaid account set up first.

1. Contact ICSolutions - Use 1-888-506-8407 or the ICSolutions website to get started.
2. Create and fund your prepaid account - A prepaid setup is what allows many calls to connect, especially to cell phones.
3. Make sure the number is on the resident’s approved call list - Every new number the resident requests must be verified and activated before it can be called.
4. Wait for verification and activation to complete - If you try to take a call before the number is activated, the call may not connect.

Call Limits

• ✓ Chain dialing is not permitted
• ✓ Three-way calling is not permitted
• ✓ Call forwarding is not permitted
• ✓ Dialing extra digits is not permitted

Troubleshooting

• ✓ Remember: residents cannot receive incoming calls, they must place the call (collect or prepaid)
• ✓ If you are using a cell phone, confirm you have an ICSolutions prepaid account set up
• ✓ Make sure your prepaid account is active and able to accept charges
• ✓ If your number was recently added, allow time for it to be verified and activated before expecting calls to connect
• ✓ Turn off any features that look like three-way calling or call forwarding, those are not permitted

If your account looks right but calls still won't go through, contact ICSolutions customer service at 1-888-506-8407 or visit the ICSolutions website. They can help with prepaid accounts, cell phone acceptance, and number activation.