Phone & Video Calls in CDCR

Understanding the Phone System

California prisons use GTL (Global Tel Link) / ViaPath Communications for inmate calls. This is a private contractor, not CDCR directly. Understanding how it works helps you navigate it.

How the system works

• Inmates initiate calls from phones in dayrooms, housing units, or visiting areas
• Calls route through GTL/ViaPath, which charges the receiving phone or a pre-set account
• Call is recorded and monitored for security purposes
• Inmates cannot control who they call (the system restricts based on approved numbers)
• All calls are monitored and can be used as evidence in disciplinary or legal proceedings
• Some facilities have moved to free or reduced-cost calls (varies by location)

Who provides the service

GTL/ViaPath has contracts with CDCR. As of 2024, some facilities are transitioning to different providers or reduced-cost options, but GTL/ViaPath remains the primary provider. The website and account setup uses their platform.

For account issues, billing disputes, or technical problems, you contact GTL/ViaPath, not CDCR. CDCR can only help with facility-specific call availability or schedules.

Setting Up Your Account

You need an account to receive calls. Setup is straightforward but has upfront costs.

Create an account with GTL/ViaPath

1. Visit the GTL or ViaPath website (varies by facility)
2. Click “Create Account” or similar
3. Provide your full name, address, phone number, email
4. Verify your identity (some require driver’s license or SSN)
5. Add a payment method (credit card, debit card, bank account)
6. Select the inmate you want to receive calls from (by CDC/A# and name)
7. Approve the terms and activate the account

This takes 10-15 minutes. Account typically becomes active immediately, but you may not receive calls for 24-48 hours while it propagates through the system.

Getting your inmate approved to call you

• The inmate must request your number: They fill out a phone list form at the facility
• You must be approved: Classification or housing staff approve the phone list. This happens at intake and during regular reviews
• Approved phone list is permanent: Once approved, your number stays in their system unless you move or they request removal
• Some facilities have limits: May restrict to 5-10 phone numbers, usually family only
• Approval timing: Takes 1-4 weeks from when inmate submits the form

You can’t call the inmate directly. The inmate must initiate all calls from phones inside the facility.

Modifying your account

• Add payment method: Done online or by phone
• Update phone number: You can change the receiving number, but it takes 24-48 hours to propagate
• Set spending limits: Some systems allow daily/monthly limits
• Enable notifications: Email or text alerts when the inmate calls
• View call history: Available on the account dashboard

Phone Call Costs

Costs vary significantly by facility and call type. Always check your specific facility’s rates before setting up an account.

Call cost breakdown by facility type

A 15-minute call at max security: $13.35 - $22.50. At minimum security: $0.90 - $7.50.

Payment options

• Pay-per-call: Charge to your phone (long-distance charges apply)
• Pre-paid account: Add money to your GTL account; calls deduct from balance
• Collect calls: The inmate pays (from commissary or trust account). You won’t be charged
• Phone plans: Some facilities offer monthly plans (e.g., $40/month for unlimited calls)

Pre-paid accounts are cheapest if you set up in advance. Collect calls cost the inmate their commissary money—they’ll only use this if necessary.

Hidden fees to watch for

• Account activation fee: $2-5 to create account (one-time)
• Monthly maintenance: Some accounts charge $2-5/month even if no calls received
• Connection fee: Added to every call, typically $0.75 - $3.00
• International calls: If inmate is in facility with inmates from other countries, rates can be much higher
• Failed call fees: Some systems charge even if the inmate didn’t successfully reach you
• Extended hold fees: If you put the inmate on hold or transfer, extra charges may apply

Ask about all fees upfront. Request an itemized bill to check for unexpected charges.

Cost-saving strategies

• Use collect calls: If the inmate has commissary, they can call collect (free for you)
• Schedule shorter calls: Costs add up; 10 minutes saved per call = big difference monthly
• Use video visits instead: If available, often cheaper than phone calls
• Ask about reduced-cost facilities: Some newer facilities have cheaper rates
• Set spending limits: Prevents accidental overcharges if inmate has account access
• Split costs with family: If multiple family members have accounts, share the costs

Call Schedules & Hours

Call availability is controlled by the facility, not by you or the inmate. Hours vary widely.

Typical call schedules

• Weekdays: Often 6 PM - 8 PM, or limited to certain days
• Weekends: Extended hours (8 AM - 9 PM at some facilities)
• Holidays: Often extended or restricted (varies by facility)
• Housing unit phones: May only be available 2-3 hours per week
• Visiting area phones: Available during non-visiting hours at some facilities
• Dayroom phones: Available during rec/dayroom time

Call your facility directly to confirm exact hours. Hours change frequently due to staffing or security issues.

Factors that limit call availability

• Staffing: Reduced staff = fewer phones available
• Lockdowns or restrictions: Any security issue can close phone access for hours or days
• Housing unit moves: Phone access disappears during cell assignments
• Disciplinary status: Being in the hole (administrative segregation) limits or eliminates phone access
• Maintenance issues: Broken phones go unfixed for weeks
• Facility transfers: New facility may have different (usually worse) hours

Planning for calls

• Ask your inmate when to expect calls: They’ll know the daily schedule from their unit
• Keep your phone ready: Calls come randomly during available hours; miss one, you miss it
• Have backup people: If your inmate calls and you’re unavailable, calls go unanswered (no voicemail option for most systems)
• Be realistic about frequency: Most inmates can’t call every day. Once or twice a week is common
• Don’t rely on calls: Use video visits, mail, and in-person visits to supplement phone contact

Video Visits

Video visiting is available at select California prisons. It’s often cheaper than phone calls and less prone to connection issues, but availability is limited.

Which facilities have video visiting

As of 2024, video visiting is rolling out but not available everywhere. Common facilities with video visits include:

• Substance abuse treatment facilities (Donovan, Corcoran)
• Reception centers (new intakes)
• Some medium-security facilities
• Facilities with newer infrastructure

Check with your facility directly or call GTL/ViaPath to confirm if video visiting is available. Many facilities have a wait list.

How video visits work

1. Request a video visit through the facility or scheduling system
2. Book a specific time slot (usually 15-30 minute windows)
3. At your scheduled time, log into the video platform from home
4. Inmate appears in a visiting booth on a screen
5. Visit works like a phone call—conversation through video
6. Audio is monitored; video is recorded

Video visit costs

• Typical cost: $0.50 - $2.00 per minute
• Maximum security: Toward higher end ($1.50-$2.00)
• Minimum security/treatment: Lower end ($0.50-$1.00)
• Monthly plans: Some facilities offer video visit packages ($25-50 for unlimited visits)
• A 20-minute video visit: $10 - $40 depending on facility

Video visit requirements

• Internet connection: You need reliable internet at home
• Webcam: Built-in or external camera on your computer/device
• Microphone: Mic for audio
• Quiet location: You’ll need privacy for a conversation
• Appropriate clothing and background: Same rules as in-person visits
• Time zones: Usually scheduled during facility’s visiting hours

Advantages of video visits

• Often cheaper than phone calls at max-security facilities
• More personal than phone (you can see each other)
• Clearer audio—less background noise than prison phones
• Scheduled in advance—both parties know when to expect it
• Can be longer than phone calls (30 min instead of 15 min typical)

Disadvantages of video visits

• Not available at all facilities
• Limited scheduling slots—hard to book spontaneous visits
• Technical issues are common—dropped connections, frozen video
• Your inmate’s facility must have the equipment working
• Sometimes more intrusive monitoring than phone calls
• Requires good internet on your end

Tablet Visits in Substance Abuse Programs

Some substance abuse treatment facilities provide inmates with tablets for free or reduced-cost video visits. This is one of the best deals available.

Which facilities offer tablet visits

Facilities with substance abuse or rehabilitation programs often have tablet-based visiting. Facilities known to offer this include:

• Substance Abuse Treatment Action Recovery (SATAC) programs
• Reintegration programs
• Donovan State Prison (DVI)
• Corcoran facilities with treatment programs

Tablets are only available to inmates actively participating in the program.

How tablet visits work

• Inmate receives access to a prison-issued tablet during program hours
• Video visiting app is pre-installed on the tablet
• Inmate can initiate or receive video visits through the app
• You receive a link or request notification to join the visit
• Visit happens directly through the tablet—no booth, no visiting room needed
• Visits can happen in housing unit or program area

Costs for tablet visits

• Free: Most tablet visits are free for users on the outside. The facility or program covers the cost
• Inmate-side: May be free or low-cost for the inmate (deducted from commissary or free)
• Unlimited access: Usually unlimited visits since it’s part of the program
• Comparison: This is the cheapest way to video visit. A facility with $1/minute video costs would cost $20 for a 20-minute visit; tablets are free

Advantages of tablet visits

• Free or very low cost
• Flexible scheduling—can visit multiple times per week
• More personal setting—inmate may be in their cell or program area rather than formal visiting booth
• Easier access for inmate—tablet is with them, no waiting for visiting room availability
• Often better audio/video quality than visiting booths

Limitations of tablet visits

• Only available to inmates in specific programs
• Access depends on program participation and behavior
• If inmate is removed from program, tablet access ends
• You still need reliable internet on your end
• Still fully monitored and recorded
• Sometimes limited time windows (visits must fit into program schedule)

Troubleshooting & Issues

Phone and video systems are unreliable. Here’s what to do when things go wrong.

Inmate can’t call you

Problem: Your inmate has a phone number but isn’t calling

• Check 1: Has your number been approved by classification? Takes 1-4 weeks
• Check 2: Is there a lockdown or restriction at the facility? These eliminate call access
• Check 3: Are they in the hole (administrative segregation)? Phone access is limited
• Check 4: Is your phone account active? If not paid, calls may be blocked
• Solution: Have inmate send you a kite (message) asking why they can’t reach you. Ask them to check with unit staff

Call keeps dropping

Problem: Calls disconnect mid-conversation frequently

• Prison-side issue: The facility’s phone system is glitchy or overloaded. Can’t fix this
• Your phone issue: Your signal is bad. Move to a different location or use wifi calling
• GTL/ViaPath glitch: Their system may be having issues. Try calling at a different time
• Solution: If this is frequent, contact GTL/ViaPath support. Document the dates/times and request a credit for failed calls

Being charged for failed calls

Problem: You’re charged for calls that didn’t connect

• Check your itemized billing. Look for calls less than 1 second (likely failed)
• Request a refund for failed calls from GTL/ViaPath support
• Provide documentation (dates, times, amounts)
• Keep records of all your calls to dispute inaccurate charges later

Video visit won’t connect

Problem: Video visit scheduled but the connection fails

• Your internet: Test your connection. Restart router/modem
• Browser or app: Try a different browser or reinstall the app
• Timing: Join early (5-10 minutes before start time)
• Inmate-side: The facility’s system may not be working. Ask if inmate can see the connection too
• Reschedule: Request to book a different time slot if the facility’s system is down

Inmate was transferred and can’t call

Problem: Your inmate transferred facilities and your phone isn’t working anymore

• Your phone number likely needs to be re-approved at the new facility
• New facility may use different phone system (GTL vs. ViaPath)
• You may need to set up a new account at the new facility
• Solution: Have inmate resubmit your phone number to classification at new facility. Allow 2-4 weeks for approval

Suspicious charges on your account

Problem: Billing seems wrong or you’re being charged for calls you didn’t receive

• Request an itemized bill from GTL/ViaPath (usually available on account dashboard)
• Look for calls to wrong numbers, times that don’t match when inmate could call, or duplicate charges
• File a dispute with GTL/ViaPath support. Provide evidence
• If not resolved, request a chargeback from your credit card company
• Consider switching to a pre-paid account to limit exposure

Additional Information

Call connection reliability

Calls may disconnect during conversations. When technical issues occur, GTL/ViaPath can issue account credits following documentation of failed calls. The system charges for calls regardless of whether the connection is completed.

Phone number approval timeline and changes

Phone number approval takes 1-4 weeks from the date of facility submission. Facility transfers, housing changes, or security reviews may deactivate approved numbers. Re-approval is required at new facilities.

Free or reduced-cost calling programs

Some facilities offer reduced-cost or free calling through specific programs such as substance abuse treatment. Availability and terms vary by facility. Contact the facility directly to verify current options.

Connection fees in call costs

Connection fees ($0.75-$3.00 per call) are added to per-minute charges. Total call cost includes both connection fees and per-minute charges. Clarify these fees when setting up accounts.

Call availability windows

Inmates can initiate calls only during designated hours at each facility. Call opportunities vary by facility schedule. Calls do not offer voicemail or callback options.

Video visiting costs

Video visiting involves per-minute costs similar to phone calls. Clarify total costs before scheduling visits. Monthly plans may offer reduced per-minute rates at some facilities.

Collect calls payment method

Inmates with commissary funds can initiate collect calls, with charges paid by the recipient at the time of call. This method allows the inmate to manage call costs.

Account setup timing

Phone account activation includes multiple stages: inmate form submission (typically 1 week), facility approval (2-4 weeks), and system propagation (2-3 days). Setting up an account upon intake allows time for approval before communication is needed.

Multiple family member accounts

Multiple approved family members can receive calls. Each family member must complete separate account setup and facility approval.

Video visit availability and use

Video visiting, when available, is an alternative communication method with different technical characteristics than phone calls. Video visit availability varies by facility.

Call documentation and billing records

Documentation of calls, including dates, times, and charges, can be used to verify billing accuracy. GTL/ViaPath account statements and itemized bills should be retained for reference and dispute resolution.

GTL/ViaPath support procedures

Email communication with GTL/ViaPath support creates a documented record of issues and responses. Include specific dates, times, amounts, and detailed description of technical issues when contacting support for dispute resolution.