Frequently Asked Questions

Here are some frequently asked questions (FAQ) that we get regarding our inmate phone calling and texting service. If your questions are not answered by the following, please feel free to give us a call or send us an email and we’ll be happy to answer your question and possibly add it to our FAQ.

BOP Compliance

Is this BOP Compliant?
YES! AICS is in 100% compliance with all Bureau of Prisons (BOP) rules and regulations. We route ( NOT forward) our local vanity numbers to other phones.
A 2013 FCC Ruling states that Securus Tech (the BOP’s phone provider) is not allowed to block routed calls.
What are the BOP rules pertaining to the phone system?
You are not allowed to use call forwarding, 3 way calls or do anything to circumvent the BOP’s inmate phone system in any way.
Using our digital network, calls go directly to friend or family member’s home, cell or office phones. You will get the same message that the call is coming from an inmate at the federal prison and be prompted to press 5 to accept the call.
What constitutes a 3 way call?

BOP facilities utilize a superior 3-way prevention system that is continually detecting and terminating all potential 3-way calls.

To prevent unwarranted 3-way call terminations, the BOP advises that you DO NOT:

  1. Attempt a 3-way call.
  2. Use a speaker phone
  3. Use a cordless phone out of range or one with static problem
  4. Accept call waiting during your call
  5. Yell into the phone
  6. Cup a hand over the mouthpiece to mute or cut out background noise
  7. Pick up another extension during the call.
Call forwarding?
Inmates are not allowed to call forwarded numbers, that transfer the call to other locations after connection. (i.e. connecting to one phone, then being transferred to another).
Our service ‘routes’ the calls instead, meaning the call goes directly to the phone it is assigned to.
Service Information

What is a vanity number?
A vanity number is an attached featureless inbound only phone number that has the capability to only ring a designated phone number. In other words it is not a number you can use to make calls. It is for inbound calls only.
What about the privacy of my information?
We do not share or sell your information with any one in any way. We consider the privacy of our subscribers and users to be our top concern and priority.
Does AICS provide services in county, state, and federal facilities nationwide?
Not yet. Currently AICS only provides services in the federal facilities nationwide.
Can I place my order over the phone?

Sure you can! Our sales and support team members are available to assist you with your order, Monday through Friday from 9 AM until 5 PM, Mountain Standard Time. Just give us a call Toll-Free at 866-645-9593, option 3.

If you get a recording, please leave a message and we will get back to you as quickly as possible.

Is there any special equipment required?
No. All you need is a standard cell or land line phone that can receive calls.
Transfers and Number Changes

What if the inmate is moved to another prison?
Give us a call and if we provide services to the prison (most likely), we can get you new vanity numbers right a way. If not we can find out whether we can provide services in the new location in a couple hours.
Can I change the phone number that my vanity number is assigned to?
Yes, changes are done on Tuesdays and Thursdays of each week. Simply call us. See our Contact page for our full contact information.
Cancellation

Are there any contracts?
No. You may cancel at any time. All we require is a 30 days advance notification by email, postal mail, or phone.
How do I cancel my AICS account?

Simply call us at 866-645-9593, option 3. Your account will be cancelled at the end of your billing cycle and your bank card will not be billed again.

Please note that a 30 day advance notification is required when cancelling your account.