Setting Up Video Visits with Someone at KMCI: An ICSolutions Step-by-Step Guide

KMCI switched to ICSolutions for video visits on July 17, 2023. The big change: Zoom visits for family and friends ended once the facility transitioned. The upside? ICSolutions handles scheduling and equipment support, so most technical and scheduling issues go through their system instead of facility staff.

Video visits at KMCI happen through video phones on the housing units. Your loved one connects from their unit, while you connect through the ICSolutions platform on your end.

Before scheduling anything, get two details directly from the person in DOC care: their Party ID and the exact spelling of their name as listed on their printout. This information links your visit request to the right person. Small differences - a missing hyphen, a middle initial - can throw things off.

You'll enter that Party ID during the ICSolutions scheduling process, so double-check the number and name spelling before you start. If you plan to visit regularly, keep the Party ID somewhere handy - you'll need it every time you schedule.

1. Confirm you’re an approved visitor - To schedule and participate in ICSolutions video visits, you must be on the DOC approved visitor list.
2. Register your ICSolutions account - Create your account through the ICSolutions website.
3. Schedule the video visit using the Party ID - When you schedule your visit, enter the Party ID you got from the person in DOC care so the system matches you correctly.

Registered with ICSolutions but can't schedule a visit? Email DOCDAIElectronicVisitSupport@wisconsin.gov and describe what's happening. Include enough detail so they can pinpoint the problem - whether the system isn't finding the person, won't accept your information, or isn't showing available times.

Each person in DOC care gets one free video visit per week through ICSolutions. If you're visiting regularly, plan around that free visit first, then decide if you need extra time that week.

Beyond the free weekly visit, you can schedule additional paid video visits at $2.50 for 25 minutes. DOC policy caps paid visits at twelve per month when using ICSolutions (MSDF has a separate arrangement, but that exception doesn't change the general limit).

• ✓ Pay with a valid Visa or Mastercard (credit or debit). Other card brands aren’t accepted.
• ✓ Mail a cash payment method (Western Union, cashier’s check, or money order) to: IC Solutions, 2200 Danbury Street, San Antonio, TX 78217.

For account creation issues or basic how-to questions, start with ICSolutions customer support - they handle scheduling and equipment support. If you can register but can't schedule afterward, use the DOC help channel: DOCDAIElectronicVisitSupport@wisconsin.gov.