Penmate Inmate Support Guides
Visitation

Setting Up Video Visits Through ICSolutions — What to Download, Test, and How the Rules Work

Setting up an IDOC video visit comes down to two things: registering with ICSolutions and making sure your device works before the scheduled time. Get those right, and the rest—limits, monitoring, rules—is pretty simple.

• 2 min read • idoc.illinois.gov
Setting Up Video Visits Through ICSolutions — What to Download, Test, and How the Rules Work

All Illinois Department of Corrections facilities (except ATCs) use ICSolutions for video visitation. To schedule a video visit, you’ll need to register on the ICSolutions platform and use a friends & family account - without that account, you won’t be able to set a visit up in the first place.

Download the ICSolutions visitation app before your first visit and test it on the device you'll be using - Windows computer, Android, or iOS. Don't wait until the visit is supposed to start. That's when people run into audio glitches, camera issues, or connection problems and end up scrambling.

A few scheduling limits affect how often you can get on the calendar. Someone in custody can receive one video visit per day, and no more than two per week. If your loved one is in general population or protective custody, each visit can include up to three approved visitors - so you might be able to share the call with other family members rather than booking separate times.

Every video visit is monitored live and recorded. That's why the rules matter just as much as the tech setup. If staff see inappropriate conduct, rule violations, or inappropriate language during the call, they can end the visit immediately - sometimes without warning. Serious issues can lead to a loss of visitation privileges altogether.

Watch your conduct on camera: Because video visits are monitored live and recorded, inappropriate conduct, rule violations, or inappropriate language can lead to immediate termination (sometimes without warning) and may also result in suspended visitation privileges.

Setting Up Video Visits Through ICSolutions — What to Download, Test, and How the Rules Work

Previsit Checklist

  • ✓ Create your ICSolutions friends & family account so you can schedule the visit
  • ✓ Use a Windows computer, Android device, or iOS device that you’ll use for the call
  • ✓ Download the ICSolutions visitation app on that device
  • ✓ Test the app before visit day (camera, microphone, and connection)
  • ✓ Have your login details ready so you’re not resetting passwords at the start time

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