Frequently Asked Questions:

Receiving Calls:

Why can't I receive calls on my phone?
I paid my phone bill, but I cannot receive calls.
Why is my number blocked from receiving calls?
Can I get calls on my cell phone?
I don't want to receive any calls.
I am receiving harassing calls.
 

Dropped calls:

Why do my calls get cut off in the middle of a conversation?
Why can't I make a three-way call with the inmate on the line?
What is Silence Detection?
 

Billing:

I have been billed for calls I did not accept.
How much do the calls cost?
Can I set my own limit on the calls I receive?
Can I be billed on my local phone bill?
What is the Prepaid Calling Plan?
How do I make a payment to my Prepaid Plan?
How long does it take for a payment to post to  my account?
I would like to be billed directly for my calls.
 

 

How much do the calls cost?

The exact cost of calls is based on a number of factors.  First is the type of call (local or long distance.)  Second is the length of the call, local calls are billed  at a fixed rate per call, long distance calls are billed by the length of the call.  Also, the cost of the calls is regulated by state regulations.  Because so many things affect the charges for a call we cannot give you an exact amount of how much each call will cost you, but you can get an estimated cost by calling our customer service department.

Can I get calls on my cell phone?

Yes, if you establish a Prepaid account.  Mobile phone providers will not allows us to bill your mobile phone bill for these calls so you will have to be on a Prepaid plan to receive calls.
     (see What is the Prepaid Calling Plan?)

Can I set my own limit on the calls I receive?

We offer a Prepaid Plan that lets you prepay for your calls.  This is the only option that allows you to set your own limit on the number of calls you would like to receive.  You make a payment on your plan and you will be able to receive calls until that money is used up.  After that, you will be required to make another payment to receive calls again.

Can I be billed on my local phone bill?

Maybe.  Some phone companies will allow us to bill you on your local phone bill.  If your company allows us to bill the calls we will bill the calls to your local phone bill unless you have established a Prepaid Account with us.  Once you have established a Prepaid account you cannot swap back to having calls billed to your local phone bill.

What is the Prepaid Calling Plan?

The Prepaid Calling Plan lets you establish an account with us.  You fund this account in advance of receiving calls and as you receive the calls the charges will be deducted from your account.  When your account balance has been exhausted, you will not receive calls until you fund your account again.  This plan lets you control the number of calls you receive and helps you to establish your own budget.

This plan is is not optional for those with a  local phone provide that will not allow us to bill calls directly to the phone bill or those who would like to take calls on their cell phone.

I am receiving harassing calls.

You can block your number from receiving calls from a facility. 
     (see I don't want to receive any calls.)

I don't want to receive any calls.

You can block all calls from a facility by pressing 7 on your phone when the initial greeting message is playing.  This will terminate the current call and prevent anyone from that facility to make further calls.

Why do my calls get cut off in the middle of a conversation?

We use a system to detect unauthorized activity such as 3-way calling.  The system monitors your end of the conversation to determine if you are still on the line. you (not the inmate) must be heard on the line every 10 - 15 seconds.  The response can be as simple as you acknowledging the inmate by saying ok or un-huh every 10 - 15 seconds.  If the system cannot determine that you are still on the line and actively participating in the conversation the call will be disconnected.  If this happens while you are using a cell phone it could be do to a weak signal.  Please ensure that you have good reception while attempting to take calls from an inmate facility.

What is Silence Detection?

We use a system called Quiet Detection to detect unauthorized activity such as 3-way calling.  The system monitors your end of the conversation to determine if you are still on the line. you (not the inmate) must be heard on the line every 10 - 15 seconds.  The response can be as simple as you acknowledging the inmate by saying ok or un-huh every 10 - 15 seconds.  If the system cannot determine that you are still on the line and actively participating in the conversation the call will be disconnected.  If this happens while you are using a cell phone it could be do to a weak signal.  Please ensure that you have good reception while attempting to take calls from an inmate facility.

Why can't I make a three-way call with the inmate on the line?

Inmates are not allowed to make 3-way or conference calls.  We are required, by contract to enforce this policy.  As well as the active 3-way call detection, we also use a passive detection system to determine if a conference or 3-way call has been attempted.  If so you number will be blocked and you will no longer be able to receive calls from the facility.
Why do my calls get cut off in the middle of a conversation?
Why can't I make a three-way call with the inmate on the line?
What is Silence Detection?
 

I have been billed for calls I did not accept.

All calls that are billed have been accepted by  someone at the receiving end.  Please check with other members in the household to see if they may have accepted the calls.  If no one accepted the calls we can research your account.  Be advised that calls from our facilities are recorded. If someone is recorded accepting the calls you will be responsible for the charges.
     (see  I don't want to receive any calls.)