Why You Can't Call an Illinois Inmate — How Calls Work and Ways Families Can Receive & Pay for Them
Tried calling an Illinois prison? You're not the first to hit a wall. IDOC doesn't allow incoming calls — people in custody can only place outbound calls to numbers on their approved calling list. Here's how the system works and how families can receive and pay for those calls.
In IDOC, people in custody can't receive inbound phone calls. You won't be able to dial the facility and get connected to them. Instead, your loved one places an outbound call - and they can only reach people on their approved calling list.
- Write your loved one - Tell them you want to receive phone calls from them.
- Ask to be added to their approved calling list - If you’re not on that list, they won’t be able to dial you.
- Include the phone number you want them to use - Keep it clear and easy to copy so there’s no mix-up.
One way to cover call costs is through an ICSolutions (ICS) Friends & Family prepaid account. You set up the account, add money, and those funds pay for calls from your loved one. ICSolutions is the only phone provider for IDOC, so this is the company you'll work with if you're setting up a prepaid account.
The other option: fund your loved one's trust account. They can use that money to buy phone minutes through commissary. This puts the purchasing decision in their hands - you add the funds, and they choose when to buy minutes.
- ✓ Use ICSolutions Friends & Family prepaid if you want to pay for calls by creating and funding a prepaid account tied to IDOC calling.
- ✓ Use commissary minutes if you prefer to fund the person’s trust account so they can purchase phone minutes themselves.
- ✓ If you’re trying to figure out why calls aren’t going through, double-check that you’re using one of these two IDOC-supported funding paths (prepaid account or trust-account funding for commissary minutes).
Questions about receiving calls, your account, or call problems? Contact ICSolutions Customer Service at 888.506.8407 or email Customer@icsolutions.com.
Missing calls even though your loved one says they called? Check your caller ID and spam settings. Calls from the IDOC ICS phone system show up as facility-specific ICS phone numbers - not your loved one's personal number. Depending on your carrier and call-filter settings, those numbers might get blocked automatically or sent straight to voicemail.
Tip: Save the facility's ICS phone number (the one that shows on caller ID) as a contact and mark it as a favorite. This simple step can keep calls from getting filtered or blocked.
Warning: Three-way calls are strictly prohibited. If someone in custody participates in or initiates a three-way call, they can face disciplinary action.
Find an Inmate at Joliet Treatment Center, IL
Search for a loved one and send messages and photos in minutes.
