Phone Calls, the ICSolutions Switch, and How to Get on an Inmate's Calling List

IDOC is moving phone services from Securus to ICSolutions, with the rollout starting as early as February 3, 2025. Each facility switches on its own timeline, so when your loved one's location goes live depends on where they're housed. To help families prepare, IDOC has an ICSolutions facility page and a PDF guide for creating your online account. If you want the official step-by-step instructions, start there.

Good news: your loved one's phone credits and their approved calling list (PAN) should transfer to ICSolutions automatically. You won't need to rebuild the list from scratch. What doesn't transfer? Money sitting in friends' and family members' Securus Advance Connect accounts. Those balances stay with Securus. After the transition, you'll need to contact Securus directly for a refund.

IDOC recommends keeping enough in your Securus Advance Connect account to cover one to two weeks of calls heading into the switch. This helps you stay reachable while facilities transition - timing can vary from one location to the next.

Under ICSolutions, the domestic rate drops slightly - from $0.009 per minute to $0.008 per minute.

In IDOC custody, your loved one can't receive incoming calls - they can only call out. And they can only dial numbers on their approved calling list (the PAN). If your number isn't on that list, you might see missed attempts or not get the call at all.

1. Write your loved one - Ask them to add your phone number to their approved calling list (PAN).
2. Wait for the update to take effect - Once you’re on the approved list, they can place calls to you.

Even when you're approved and everything is funded, your phone settings can still get in the way. Call filters and spam blockers may flag ICSolutions/IDOC calls or send them straight to voicemail.

• ✓ Save the number that shows up on your caller ID when your loved one calls as a contact, then mark it as a favorite.