IDOC Phone Service Switched to ICSolutions: What Families Need to Do

IDOC started transitioning phone services from Securus to ICSolutions on February 3, 2025. The rollout is happening facility by facility - not all at once - and should take about two weeks to complete. Your loved one will get details about their specific facility's transition date.

IDOC says individual in-custody phone credits and phone lists (PAN) will transfer into the new ICSolutions system. The money and approved numbers tied to the person in custody should move over automatically when the new system goes live.

Money in a friends-and-family Securus Advance Connect account does not transfer automatically. If you still have a balance after the transition, contact Securus at 1-800-844-6591 for refund information. Their website has details too, but calling is usually faster.

• ✓ After your facility switches, ask your loved one to confirm their in-custody phone credits and phone list carried over in the new system
• ✓ Hold onto receipts, confirmation emails, and screenshots for any phone payments you made
• ✓ If you had a friends-and-family Securus Advance Connect balance, contact Securus at 1-800-844-6591 after the transition for refund information

Need help setting up service with the new provider? Having trouble getting calls from someone in IDOC custody? Contact ICSolutions Customer Service at 888.506.8407 or email Customer@icsolutions.com.

Once your facility switches to ICSolutions, calls may not show up from a single familiar number. Caller ID can display different facility-specific phone numbers depending on where the call originates.

Those changing caller ID numbers can trip up spam filters and call-blocking settings. ICSolutions warns that filters may block these calls or send them to voicemail - so if calls suddenly stop, your phone might be screening them out. You can accept calls, block calls from a specific person, or block all IDOC calls. If you accidentally blocked a number, ICSolutions can help you unblock it.

1. Save the facility’s caller ID number - ICSolutions recommends creating a contact for the number that shows on caller ID and marking it as a favorite to help prevent it from being blocked or sent to voicemail.
2. Fix accidental blocks through ICSolutions - If you blocked a number in error, contact ICSolutions Customer Service at 888.506.8407 or Customer@icsolutions.com and request that the number be unblocked.
3. Use ICSolutions for ongoing call problems - For other questions about calls from people in IDOC custody or your setup, reach out to ICSolutions Customer Service by phone or email.

Practical Checklist

• ✓ Expect the changeover to roll out facility by facility starting as early as February 3, 2025, and to take about two weeks overall
• ✓ Plan for a brief interruption around your facility’s switchover (IDOC anticipates about 1–2 days at a facility while funds/data transfer)
• ✓ Don’t assume your friends-and-family Securus Advance Connect balance will move over; plan to request refund information from Securus at 1-800-844-6591 after the transition
• ✓ If you want to keep calls moving, set up your ICSolutions account and support questions through 888.506.8407 or Customer@icsolutions.com
• ✓ Save the facility caller ID number as a contact and mark it as a favorite so spam filters don’t bury the calls