CDOC is currently in the process of transitioning our phone systems from ViaPath (formerly known as GTL) to our new vendor, Securus. During this time, we may encounter some interruptions to the ability to access the phones and video visiting as we transition to our new communications system. We know how important communication with loved ones behind the walls is, and we will be working with both vendors to make the transition as smooth as possible. We appreciate your patience. We will continue to update you all as we navigate through the process.
Below you will find some commonly asked questions. If you have a question that you can’t find the answer to, please email us at cdoc@state.co.us.
Questions or concerns related to Securus account set up or account issues are best directed to Securus customer service. Their contact information may be found on their website at https://securustech.net/contact-us/index.html
Attention inmate family and friends, CDOC has been working diligently with Securus to address connectivity issues with calls not going through or not ringing to the recipient's phone. If you have been experiencing these issues, we encourage you to review our troubleshooting guide for suggested connectivity issue resolution information and to undertake the steps specific to your service provider.
Video visiting Go-Live dates for facilities that have Go-Live dates scheduled are posted at https://cdoc.colorado.gov/news-article/securus-video-visitation-go-live-schedule more facilities will be added as additional Go-Live dates are scheduled.
FAQs:
When should we stop putting money into GTL accounts?
-Securus recommends stopping debit sales a week or 2 ahead of the transition.
What will happen to the funds we currently have on the GTL accounts?
-The funds will flow back to trust, and the inmates can then buy time through Securus. For family, please contact GTL/Viapath for refunds.
We are having issues with our GTL calls and video calls. Who do we contact?
-The GTL (ViaPath) customer service number is 877-650-4249.
When/How will we start our Securus accounts?
-Securus will obtain an account list for facilities prior to cutover for uploading rosters directly to communication systems and retaining calling pins already in use with GTL. Upon this first upload, the custody accounts for inmates included on that roster will exist within the Secure Call Platform and be accessible by site users. Subsequent bookings will arrive on the said platform by way of the file feed being established for the active roster. Accounts arriving this way will be issued a brand-new PIN.
Will we still use GTL to put money in commissary accounts?
-End-users currently use JPay, GTL, and Western Union for funding commissary accounts. This will not change with the transition.
When will the transition occur?
-GTL (ViaPath) communication will transfer to Securus on October 1, 2023.
Will inmates need to resubmit phone lists?
-Current GTL (ViaPath) phone lists will transfer to Securus Panlists (phone lists) on October 1, 2023.
Will people need to be reauthorized as video visitors in order to video visit through Securus or will their prior approval carry over?
-Securus will obtain account lists for facilities prior to cutover for uploading rosters directly to communication systems and retaining information already in use with GTL.
How can refunds on failed video visits be obtained once the transition occurs?
-Please Contact GTL (ViaPath) with regards to video visitation issues encountered prior to 10/1/2023.
The GTL (ViaPath) customer service number is 877-650-4249.
Will telephone communication be delayed when transitioning from GTL to Securus?
-Facilities will temporarily (less than 8 hours) experience centralized telephone connectivity disruption during cutover from GTL to Securus telephones. Go-Live dates for facilities to transition from GTL to Securus may be found at https://cdoc.colorado.gov/news-article/go-live-dates-for-securus-phone-…
When will video visiting services transition from GTL to Securus?
-No video visits can be scheduled through GTL/Viapath beyond 9/30/23 at this time. We are working with Securus to have video visitation equipment replaced at all facilities and have video visiting restored as quickly as possible. We appreciate your patience as we make this transition in service. The re-implementation of video visiting is a high priority for the department and a phased rollout of video visiting service has begun as of mid-December. Facilities with go-live dates for video visiting are posted at https://cdoc.colorado.gov/news-article/securus-video-visitation-go-live-schedule
Securus Video Connect Credits:
-For Securus Video Connect credits, please utilize the Securus Credit Request Form. (This link will take you to the Securus website.)
Not Getting Calls?
Attention inmate family and friends, CDOC has been working diligently with Securus to address connectivity issues with calls not going through or not ringing to the recipient's phone. If you have been experiencing these issues, we encourage you to review our troubleshooting guide for suggested connectivity issue resolution information and to undertake the steps specific to your service provider.
If your loved one is calling and you are not getting the call or you can’t accept it, we have steps to help you resolve the issue.
If your phone rings and call goes away OR never rings and you see a missed call, this is your phone carriers SPAM Blocker program. You have multiple options to resolve these issues.
- Create a contact in your phone number for the number that appears for the call. This tells the SPAM Blocker to ignore the call.
- Turn off the SPAM Blocker option in settings. This will turn off the block for all callers so be aware before proceeding.
- Call your phone carrier and they can assist you in any other options you may have on their side.
If your phone rings and you can answer the call and press the button to accept and the recording continues to play, this is a carrier issue between Securus and you. Each time your loved one attempts to call you, Securus system could route the call through a different carrier. This means that you may get a call and then not be able to accept the next one. If you have 3 calls that you are unable to accept, please call Securus Customer Service at 972-734-1111 or contact us on social media (Facebook and Twitter) pages. Let the Representative know what is happening and they will be happy to escalate the issue. Once escalated, Securus IT team will determine which carrier has the issue and reach out to them to correct their service.