ICSolutions Update – Tablet Calls & System Improvements

Overview of ICSolutions

ICSolutions is a leading provider of
inmate communication services in the United States, offering secure platforms for phone calls, video
visitation, messaging, and deposit services. Through their online portal, friends and family can manage
accounts, add funds, and schedule visits for incarcerated loved ones.

ICSolutions works with correctional facilities at the county, state, and federal level, continually
rolling out technology updates like its ENFORCER® system to improve security and service delivery.

New Tablet Calling Feature

In September 2025, ICSolutions announced a major enhancement: inmates can now place phone calls directly
through ICS tablets. This feature aims to make communication more accessible and reduce
wait times for wall phones in crowded facilities.

Key Details of the Rollout:

• Calls are limited to 20 minutes each.
• There is a 10-minute lockout period between calls.
• Individuals are limited to 15 calls per day (combined wall phone + tablet).
• The service is available only in designated areas like living units and dayrooms.
• Tablets are unavailable for calls from midnight to 8:00 AM local time.

This rollout, starting with the Illinois Department of Corrections, represents a significant step toward
modernizing inmate communications while providing more flexibility for families and facilities.

Service Challenges in Wisconsin

While the new features are exciting, the increased demand has put a strain on ICSolutions’ infrastructure.
In Wisconsin, a surge in tablet usage caused widespread issues:

• Dropped calls and poor call quality during peak hours.
• Frequent connection failures for video visits and messages.
• System-wide slowdowns impacting families trying to connect with loved ones.

The Wisconsin Department of Corrections publicly addressed these issues, urging ICSolutions to upgrade
systems quickly. ICSolutions acknowledged the challenges and has pledged to improve performance with
hardware and software upgrades.

Outages and System Notices

In addition to connectivity problems, some facilities have experienced complete outages where phones were
down statewide, though tablets remained functional. These outages highlight the importance of having
multiple communication methods available for inmates and their families.

Users are advised to check official facility notices and the ICSolutions portal for updates before
attempting to schedule calls or deposit funds.

Tips for Families & Loved Ones

Here are some ways to get the most out of ICSolutions services:

• Try calling during off-peak hours to avoid network congestion.
• Monitor official facility communications for service announcements or outages.
• Use the ICS Mobile App for added flexibility, but keep it updated for stability improvements.
• Consider setting up video visitation in advance to secure your preferred timeslot.
• Always confirm charges and rates before making deposits.

Conclusion

ICSolutions continues to play a vital role in keeping families connected to incarcerated loved ones.
With innovations like tablet-based calling, communication is becoming more flexible, though technical
growing pains remain. Families are encouraged to stay informed, use official resources, and plan ahead
to ensure smooth communication experiences.