Avery-Mitchell Phone Calls. How ViaPath/GTL Works

Why You Cannot Call In

There is no direct phone line to reach a specific person at Avery-Mitchell. The facility’s phone system is outbound only. The person uses facility phones connected to ViaPath/GTL to call approved numbers. Your job is to make sure your number is set up in ConnectNetwork and funded so their call goes through.

Step 1. Create a ConnectNetwork Account

Go to ConnectNetwork.com and create a free account. Use your real name and the phone number you want to receive calls on.

If you already use ConnectNetwork for money deposits, you can use the same account for receiving calls.

Step 2. Add Your Phone Number

After creating your account, add the phone number you want them to call. ViaPath/GTL uses this to route calls. If your number is not in the system, calls to it will not connect.

Landlines and cell phones both work. Some cell carriers block calls from correctional facilities by default. If you have trouble receiving calls, contact your carrier and ask them to allow calls from ViaPath or GTL.

Step 3. Fund the Account

Calls cost $0.10 per minute. Each call can run up to 15 minutes, so a full call costs $1.50 plus any applicable fees.

There are two ways to pay for calls:

Option A: Fund your ConnectNetwork account directly. Log in at ConnectNetwork.com and add a prepaid balance. The charge comes from your balance when the person calls.

Option B: Fund their commissary account. Deposits through ConnectNetwork (see the send money guide) go to their trust or commissary account, which can also be used to pay for calls from inside.

Both approaches work. If you are unsure which to use, fund your own ConnectNetwork account first. That way you control the balance directly.

Step 4. Receive the Call

Once your number is in the system and the account is funded, the person can call during phone access hours at Avery-Mitchell. When you pick up, you will hear a recorded message identifying that the call is from a NC DAC correctional facility. You will be prompted to accept the call. Press the appropriate key to connect.

If you miss the call, the person will need to try again during their next phone access window. There is no voicemail.

Call Limits and Restrictions

• 15-minute maximum per call. The call cuts off automatically at 15 minutes.
• All calls are monitored and recorded. Do not share sensitive legal, financial, or personal information on a facility phone. Attorney calls are handled separately. Contact the facility if you need to discuss attorney-client communication.
• Calls to blocked or unauthorized numbers will not connect. Only pre-approved numbers can receive calls. If a number is not in the ConnectNetwork system, the call will not go through.

If Calls Are Not Connecting

If you are not receiving calls, check these things:

1. Confirm your phone number is in your ConnectNetwork account.
2. Confirm there is money available in your account or their commissary.
3. Ask your carrier if they block calls from correctional facilities. Some do this automatically. Ask them to allow ViaPath or GTL calls.
4. Call ConnectNetwork support at 877-650-4249.
5. Call Avery-Mitchell at (828) 592-7200 if the issue is on the facility side.

International Calls

If you are outside the U.S., contact ConnectNetwork support at 877-650-4249 to ask about international calling options. Not all accounts support international numbers by default.

Video Visits as an Alternative

If phone calls are not working or you want face-to-face contact, video visits are available through the Getting Out Visits app (ViaPath/GTL) at sso.gtlconnect.com. You must be on the approved visitor list to use video visits. See the visitation guide for how to get approved.