How to Use the BOP’s Phone System

Keeping in Contact While in Federal Prison: How to Use the BOP’s Phone System

By far, the most common way for your loved one to stay in contact with family while in federal prison is through the prison phone system. For families, this is often the most important connection because it allows real-time communication: you get to hear their voice immediately, unlike email, which is delayed by several hours.

This information is provided so you can understand what your loved one has to do on their end to set up their BOP phone account, giving you a clearer picture of how the system works and what to expect.

Setting Up the Phone Account

Before your loved one can make calls in the Federal Bureau of Prisons, they must first set up their “contacts” in TRULINCS, the BOP’s internal computer system. They are allowed up to 100 contacts, but only 30 phone numbers total. International calls are allowed by entering the number with the correct country code.

One important limitation: they only get about 10 minutes per session on the computer to enter contacts before being logged out. Because of that, it helps if you coordinate ahead of time and make sure they already have your correct contact information written down.

They do not need money in their account just to add contacts or set up the phone system. Once contacts are added, the first time they use the phone, the system will prompt them to record their voice. This is used for voice recognition, which is required every time they make a call. The system verifies their identity before allowing the call to go through. They manage their phone account by dialing 118# and entering their PAC number, which is provided by their counselor.

The BOP recently switched phone providers to a private company called ICSolutions (Inmate Calling Solutions). Families can set up a prepaid account with ICS by calling 888-506-8407, or your loved one can use funds from their commissary account. The rates are the same either way. That number is also customer service, and families can email them at customer@icsolutions.com.

If your loved one had money on a phone account at a county jail before being transferred to the BOP, that money does not transfer. You will need to contact the prior facility’s phone provider to request a refund.

Phone Calls Are NOT Private

This is critical for families to understand: every single phone call is recorded. BOP staff have full access to these calls, and they actively monitor them. This includes federal prosecutors. There is no such thing as a confidential or privileged call on the standard BOP phone system, not even calls with attorneys.

If a private legal call is needed, it must be arranged through staff and conducted on a separate, non-monitored line. Families should be aware that anything discussed on regular calls can potentially be used against your loved one.

Features of the BOP Phone System

Your loved one is typically limited to 300 minutes per month (this was temporarily increased to 500 during the pandemic). While that may sound like a lot, it goes quickly—often averaging out to one short call per day. Many people run out of minutes before the month ends, so planning calls becomes important.

There is no way for families to call into the prison or leave voicemail messages. All communication must be initiated by your loved one. When you answer a call, you will immediately hear a recording with instructions. There is no direct “hello” before that.

Three-way calling is not allowed. If the system detects any clicking or attempts to connect another line, it will automatically terminate the call.

What to Expect When Receiving a Call

Before your loved one can reach you, they must go through a process that takes several minutes: dialing the number, entering their PAC number, verifying their voice, and waiting through a recorded message.

When you answer, you will hear a prompt instructing you to:

• Press 5 to accept the call
• Press 7 to block the call
• Or hang up to refuse it

If you accidentally block the call, you will need to contact ICSolutions at 888-506-8407 to remove the block. Your loved one cannot fix this from inside, and the BOP will not assist with it.

Calls are limited to 15 minutes. They will hear warning beeps at one minute and 30 seconds remaining, but you will not hear those alerts. It helps to be aware of the time so conversations do not get cut off abruptly.

After each call, there is a mandatory waiting period, usually 15 to 30 minutes, before they can make another call.

Important Phone Rules Families Should Understand

The voice recognition system is also used to detect misuse. Your loved one is not allowed to use another person’s phone account, and others cannot use theirs. This is one of the most common disciplinary violations in the BOP. Consequences can include losing phone privileges or even losing good-conduct time.

Phones are turned off during official counts (typically 4 p.m. and 10 p.m. daily, plus 10 a.m. on weekends and holidays). After count clears, there is often a line to use the phone, which can delay calls.

The physical phones are shared and not always clean. Some individuals take precautions, but families should simply be aware of the environment your loved one is dealing with.

The BOP does provide accommodations for individuals who are deaf, including video communication when both parties are deaf. Courts have required the BOP to provide these services. See Heyer v. BOP, 984 F.3d 347 (4th Cir. 2021).

Troubleshooting Common Phone Issues

Many cell phone providers automatically flag prison calls as spam and block them. If you are not receiving calls, contact your carrier. A common workaround is to save the BOP caller ID number (202-499-3650) as a trusted contact.

Also, Bluetooth devices can distort the call quality due to how the system processes audio. For the clearest communication, it is best to speak directly into your phone.