How IDOC Phone Service Works and What the Securus → ICSolutions Transition Means for Families
If your loved one is in Illinois Department of Corrections (IDOC) custody, phone calls work differently than you might expect. Here's how calls are funded, what's changing during the Securus to ICSolutions transition, and what to do with any remaining Securus balance.
People in IDOC custody cannot receive incoming phone calls. They can only place calls to numbers on their approved calling list, so how those calls get funded determines whether they go through at all. There are two main ways to pay for calls. You can set up a Friends & Family Prepaid account through ICSolutions, which covers calls you receive from your loved one. Or, your loved one can purchase minutes through commissary using money from their trust account.
- ✓ Set up and add funds to a Friends & Family Prepaid account through ICSolutions.
- ✓ Add money to the individual’s trust account so they can buy phone minutes through commissary.
IDOC is switching phone service from Securus to ICSolutions starting as early as February 3, 2025. The change isn't happening everywhere at once. It's rolling out facility by facility. The full changeover is expected to take about two weeks across all facilities. Your loved one should receive specific details about their facility's transition date as it approaches.
During the switch, IDOC says the individual's in-custody phone credits and their phone list (PAN) will transfer into the new ICSolutions system. So the contact list and any phone credit tied to the person in custody should carry over when their facility changes providers.
If you have money left in a Securus Advance Connect account, that balance will not move over to ICSolutions automatically. Once the transition is complete, IDOC directs friends and family to contact Securus for refund information at 1-800-844-6591 (or through Securus's website).
Heads up: Expect a 1 to 2 day phone service interruption while Securus account funds and data are transferred to ICSolutions. If something unexpected comes up, the delay could stretch longer.
Under ICSolutions, IDOC's published domestic rate is $0.008 per minute. That's a small drop from the previous $0.009 per minute rate under Securus.
For questions about calls using the new system, IDOC directs friends and family to contact ICSolutions Customer Service at 888-506-8407 or by email at Customer@icsolutions.com.
Since people in IDOC custody cannot receive incoming calls and can only dial approved numbers, you can't fix a facility-side calling problem by calling your loved one directly. If they can't place calls to their approved list, they may need to address it from inside through the facility's normal process. On your end, follow up with ICSolutions if the issue seems account-related.
Find an Inmate at Vienna Corrections Center, IL
Search for a loved one and send messages and photos in minutes.
