Durham County Detention Facility Phone Calls. Smart Communications Setup

Why You Cannot Call In

You cannot dial a number and reach someone inside Durham County Detention Facility. The jail phone system only works outbound: the person inside uses a facility phone to call approved numbers. Your role is to make sure your number is registered, funded, and ready to accept the call.

Two Account Types

Smart Communications offers two ways to receive calls:

PrePaid Account (PPA): You create and fund the account. The person calls your number and the cost is deducted from your PPA balance. This is the most common setup for family members.

PIN Account: The person inside uses their commissary funds to pay for calls from their end. You still need to make sure your number is on their approved call list.

Most families use the PPA because it puts the funding and management on the outside. You control the balance and can add funds anytime.

Step 1. Create a Smart Communications Account

Go to smartcommunications.us. Click to create a new account. Use your legal name and the phone number you want to receive calls on.

During setup, search for Durham County Detention Facility and connect it to your account. Smart Communications may require you to verify your phone number before calls can go through.

Step 2. Fund Your PrePaid Account

After your account is set up, add a prepaid balance. Smart Communications accepts major credit and debit cards. The cost per minute depends on the call type (local, long distance, etc.) and is shown in your account before you add funds.

Keep a balance in the account. If the balance runs out mid-call or before a call connects, the call will not go through.

Step 3. Wait for the Call

Once your account is set up and funded, the person inside can call your number using the Smart Communications phone system. Calls are outbound only during the facility’s designated phone access hours. You will not know exactly when they will call, so keep your phone with you and make sure the number on file is a number you answer regularly.

What “Outbound Only” Means in Practice

When the person wants to talk to you, they go to an available phone in their housing unit during phone access time. They dial your number, and the Smart Communications system connects the call and deducts the cost from your PPA or their PIN Account.

You receive an incoming call from what may appear as an automated number. Smart Communications may play a brief announcement identifying the call as coming from a correctional facility. You will need to accept the call.

If Calls Are Not Connecting

If you are set up and funded but calls are not going through, check these things:

• Your number: Make sure the number in your Smart Communications account is correct.
• Your balance: If the balance is zero or too low, calls will not connect. Add funds.
• Your carrier: Some phone carriers block calls from correctional facilities by default. Contact your phone carrier to ask about this. You may need to request that they unblock calls from Smart Communications numbers.
• The call list: The person may need to have your number on their approved call list inside the facility. Ask them to confirm your number is listed.

If none of these resolve the issue, contact Smart Communications support through the website at smartcommunications.us or call (919) 560-0897 to ask facility staff for help.

Calls Are Monitored and Recorded

All calls through Smart Communications at Durham County Detention Facility are monitored and recorded for security. This is standard at county jails. Do not discuss anything sensitive on these calls.

International Calls

Smart Communications may support international calls depending on the destination. Check your account settings at smartcommunications.us to see available options and rates. If international calls are not available, consider using video visits through SmartInmate during the days it operates (Monday, Wednesday, Friday, Saturday, and Sunday).

What If the Person Is Transferred?

If the person is transferred to another facility, the Smart Communications account and phone system will change. You may need to set up a new account with a different provider. Use the Durham County inmate search to confirm whether they are still here before adding funds to your account.

Funding Phone Calls Through Commissary

If the person wants to pay for their own calls, they need commissary funds. You can put money on their commissary account through TouchPay using facility number 227701. Once they have a commissary balance, they can pay for calls using a PIN Account without relying on your PPA.

Video as an Alternative

If setting up phone calls is taking time or you want another way to connect, video visits through SmartInmate are available Monday, Wednesday, Friday, Saturday, and Sunday. Lobby kiosk video visits at the detention center are free. See the visitation guide for the full SmartInmate schedule and setup instructions.