Getting on Your Loved One's Phone List — and What the Securus→ICSolutions Switch Means for Calls

People in IDOC custody can't receive incoming calls - they can only place outgoing calls to numbers on their approved calling list. If you're not on that list, the call won't come through. Doesn't matter if you have funds available or you've been sitting by the phone all day.

Getting added is straightforward, but it has to start from the inside. Write to your loved one and ask them to put you on their approved calling list. Once they add your number, the phone system will recognize it as an approved contact.

Calls going straight to voicemail? Caller ID is often the culprit. ICSolutions calls show up as a facility-specific phone number - not your loved one's name. Many phones and carriers flag unfamiliar numbers as spam, sending the call to voicemail or blocking it entirely.

• ✓ Save the facility-specific number that appears on caller ID as a contact in your phone
• ✓ Mark that contact as a “favorite” (this can help some phones treat it as a trusted caller)
• ✓ If you use a spam-blocking or call-filtering app, whitelist that saved contact/number so it isn’t filtered out

For questions about collect calls or prepaid collect setup, contact ICSolutions at 888-506-8407. They can help with billing issues and call-acceptance problems tied to collect or prepaid collect service.

IDOC is switching phone services from Securus to ICSolutions starting as early as February 3, 2025. The rollout happens facility by facility and should take about two weeks to complete. Your loved one should get details about their facility's specific transition timing.

Expect a short disruption during the switch. IDOC anticipates a one- to two-day phone service interruption at each facility during the changeover - so there may be a brief window when calls simply won't connect.

Good news: your loved one's phone information should carry over. IDOC says individual phone credits and phone lists (PAN) will transfer to ICSolutions, so they won't have to rebuild their calling list from scratch.

What won't transfer automatically: money sitting in friends-and-family Securus Advance Connect accounts. Those balances don't move to ICSolutions. After the transition, you'll need to contact Securus directly for a refund. There's no cutoff date to buy Securus communication minutes before the switch, but IDOC recommends keeping only enough in your Securus Advance Connect account to cover about one to two weeks of calls. For refund information after the transition, reach Securus at 1-800-844-6591.

Once ICSolutions is live, the domestic call rate drops to $0.008 per minute - down from $0.009 per minute.