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Caldwell Correctional Center Phone Calls. How ViaPath Works

Q: How do I add money to my ConnectNetwork account?

Log in at ConnectNetwork.com and add a prepaid balance. You can also call 800-483-8314 for AdvancePay deposits by phone.

Calls go through ViaPath/GTL at $0.10 per minute. Residents on work release are often off-site during the day.

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Overview

Phone calls at Caldwell Correctional Center go through ViaPath/GTL, which is part of the ConnectNetwork system used by NC DAC. Calls cost $0.10 per minute and are capped at 15 minutes each. The person inside calls you. You cannot call the facility to reach them directly. To receive calls, your number needs to be on their approved calling list and have funds available. Because Caldwell is a reentry facility, many residents are on work release or community assignments during the day and make calls in the evenings when they return.

Quick Facts

Phone provider: ViaPath/GTL via ConnectNetwork, used by NC DAC facilities.
Rate: $0.10 per minute. Each call is limited to 15 minutes.
The person inside calls you. You cannot call the facility to reach them directly.
Your number must be on their approved calling list.
Fund calls through ConnectNetwork.com or with an AdvancePay deposit by calling 800-483-8314.
Reentry facility: many residents are off-site during the day. Expect calls in the evenings.
All calls are monitored and recorded.
Support: ConnectNetwork at 877-650-4249.

How Calls Work at Caldwell

You cannot call the facility to reach the person directly. The resident uses a phone connected to the ViaPath/GTL system to call you. Your number must be approved and have money available when they call. If the number is not set up or has no funds, the call will not go through.

A Note About Timing

Caldwell is a minimum custody reentry facility. Many residents hold work release jobs, participate in community work squads, or serve on DOT road crews on weekdays. They may not be back on facility grounds until the evening. If you haven’t heard from the person during the day, that is often why. Expect most calls in the evening hours once residents return from outside assignments.

Step 1. Get Your Number Approved

The resident has an approved calling list on the ViaPath/GTL system. They need to add your phone number to that list. Ask them to add your number the next time they have phone access. Once your number is on the list, you can receive calls.

Step 2. Fund the Calls

There are two ways to pay for calls:

Option A. ConnectNetwork prepaid account. Go to ConnectNetwork.com and create a free account. Add your phone number and deposit funds. When the resident calls, the cost comes from your prepaid balance.

Option B. AdvancePay deposit by phone. Call 800-483-8314 and follow the prompts to add money to an AdvancePay account linked to your phone number.

The resident can also pay for calls from their own commissary account, which you fund through ConnectNetwork deposits.

Call Rates and Limits

Detail	Rate or Limit
Cost per minute	$0.10
Max call length	15 minutes
Calls per day	Subject to facility rules
Recording	All calls monitored and recorded

What Numbers Can Be Called

Only numbers that the resident has added to their approved list can be reached. The resident controls which numbers are on the list. If your number is not on the list, calls will not connect to you.

Cell phones and landlines can both be added. Some prepaid or VoIP numbers may not be compatible with the ViaPath system. If calls are not connecting, check with the resident that your number is on their list, then contact ConnectNetwork support at 877-650-4249.

Are Calls Monitored?

Yes. All calls through ViaPath/GTL at Caldwell are recorded and monitored. This is standard policy for NC DAC facilities. Calls with attorneys may be handled differently. Contact the facility at (828) 726-2509 for information on legal call procedures.

What to Do If Calls Are Not Connecting

If calls are not going through, check the following in order:

Confirm your number is on the resident’s approved calling list
Confirm funds are available in your ConnectNetwork or AdvancePay account
Check whether your carrier blocks calls from correctional facilities (some do by default)
Contact ConnectNetwork support at 877-650-4249
Call Caldwell at (828) 726-2509 if the problem is not resolved

Video Visits and Messaging

ViaPath/GTL also supports video visits through the Getting Out Visits app at sso.gtlconnect.com. You must be on the resident’s approved visitor list to use video visits. This can be a good option when the resident’s work schedule makes phone timing unpredictable.

Families Also Ask

6 of 12 questions

Who is the phone provider at Caldwell Correctional Center?

ViaPath/GTL, operating through the ConnectNetwork system used by NC DAC. Set up your account at ConnectNetwork.com or call support at 877-650-4249.

Phone Calls

How much do calls cost?

Calls cost $0.10 per minute and are capped at 15 minutes each.

Phone Calls

Can I call the facility to reach someone?

No. You cannot call the facility to reach a resident directly. The person inside calls you from the ViaPath/GTL phone system. Make sure your number is on their approved list and has funds available.

Phone Calls

How do I get set up to receive calls?

Ask the resident to add your number to their approved calling list. Then go to ConnectNetwork.com or call 800-483-8314 to add funds so calls can connect.

Phone Calls

Why am I not receiving calls?

Your number may not be on the resident's approved list, or there may be no funds available. Also, some phone carriers block calls from correctional facilities by default. Contact ConnectNetwork at 877-650-4249 if the problem continues.

Phone Calls

When will the resident call?

Caldwell is a reentry facility. Many residents are on work release or community assignments during the day. Expect most calls in the evenings when residents return to the facility.

Phone Calls

Are calls recorded?

Yes. All calls through ViaPath/GTL at NC DAC facilities are monitored and recorded. This is standard correctional policy.

Phone Calls

How do I add money to my ConnectNetwork account?

Phone Calls

Can the resident pay for calls themselves?

Yes. The resident can pay for calls from their commissary account. Fund their account through ConnectNetwork deposits. See the send money guide for how to deposit.

Phone Calls

Are video visits available?

Yes. Video visits are available through the Getting Out Visits app by ViaPath/GTL at sso.gtlconnect.com. You must be on the resident's approved visitor list.

Phone Calls

Can I add multiple numbers for the resident to call?

Yes. The resident can add multiple approved numbers to their calling list. Each number can be funded through its own ConnectNetwork account.

Phone Calls

What if my number is a VoIP or prepaid number?

Some VoIP or prepaid numbers may not be compatible with the ViaPath system. If calls are not connecting after confirming your number is on the list and funds are available, contact ConnectNetwork support at 877-650-4249.

Phone Calls