IDOC Video Visits & Phone Transition: What Families Need to Know About ICSolutions

Video visits in IDOC facilities (except ATCs) have transitioned from GTL to ICSolutions. That means if you used GTL before, you’ll still need to set up an ICSolutions account going forward - video visits are scheduled through ICSolutions, not GTL.

Phone service is changing too, but not all at once. IDOC started transitioning from Securus to ICSolutions on February 3, 2025, rolling it out facility by facility. Each changeover takes about two weeks, so you might hear "it's switching soon" for a while before your loved one's location actually flips.

The big question: will your loved one lose everything when phones switch over? IDOC expects phone credits and phone lists (PAN) for people in custody to transfer into ICSolutions. The minutes and approved numbers tied to the person inside should carry over.

Your Securus Advance Connect balance on the friends-and-family side is a different story. Those funds don't transfer to ICSolutions automatically. You'll need to contact Securus directly for refund details or balance questions - IDOC directs families to call 1-800-844-6591.

Should you stop adding money to Securus now? IDOC says there's no official cut-off date for purchasing minutes on Securus Advance Connect. That said, they recommend keeping enough funds for one to two weeks of calls - don't run your balance to zero right before your facility's transition window.

Once your facility switches over, the domestic call rate drops slightly. ICSolutions charges $0.008 per minute, down from the previous $0.009 per minute under Securus.

For video visits, register with ICSolutions and schedule through their platform - not GTL. You can use the ICSolutions mobile app or their Windows application, so phone, tablet, or computer all work.

Calls suddenly going to voicemail? It might not be your loved one hanging up or dialing wrong. Calls from the ICS phone system show up as a facility-specific number on your Caller ID. If your phone doesn't recognize it, the call may get screened or sent straight to voicemail.

• ✓ Save the facility-specific number that appears on Caller ID as a contact in your phone
• ✓ Mark that contact as a “favorite” (or otherwise prioritize it) so it’s less likely to be screened
• ✓ Check your call filter/spam blocker settings and turn off aggressive blocking features that may be sending these calls to voicemail

For electronic messages, IDOC uses ICSolutions' Corrlinks system in all facilities except ATCs. Messages are screened and monitored, and there's a built-in delay on both outgoing and incoming messages - so don't worry if something doesn't show up instantly.

Practical Checklist

• ✓ Register for an ICSolutions account for video visits (IDOC facilities except ATCs)
• ✓ Enter your GTL Visitor ID during registration if you have one to help speed approval
• ✓ Use the ICSolutions mobile app or the Windows application to schedule video visits

• ✓ Don’t assume your Securus Advance Connect balance will move over - friends/family funds do not transfer automatically to ICSolutions
• ✓ Contact Securus at 1-800-844-6591 for refunds or account balance information after the transition
• ✓ Even though there’s no cut-off date to buy minutes on Securus Advance Connect, keep enough funds for one to two weeks of calls during the transition period

• ✓ Add the facility-specific caller ID number to your contacts and mark it as a favorite so spam filters are less likely to block it
• ✓ Expect a one- to two-day phone interruption at facilities during the switch and plan around that gap
• ✓ Know that the person in custody’s phone credits and phone lists (PAN) are expected to transfer to ICSolutions