Mountain View Correctional Institution Phone Calls. How ViaPath/GTL Works

Why You Cannot Call In

You cannot dial Mountain View and be connected to the person inside. The facility does not route incoming calls to individual inmates. Instead, the person uses phones in their housing unit to place outbound calls to numbers on their approved contact list. Your job is to make sure your number is set up in the system and that there is money available so the call goes through.

Step 1. Create a ConnectNetwork Account

Go to ConnectNetwork.com and create a free account. Use your real name and a valid email address. This account is what connects your phone number to the ViaPath/GTL system that Mountain View uses.

Step 2. Add Your Phone Number

After creating your account, add the phone number you want to receive calls on. The system links your number to your account so that when the person places a call from inside, it can route to you.

If you have multiple people in different facilities: You can manage them all from the same ConnectNetwork account. Just add the relevant facilities and phone numbers.

Step 3. Fund the Account

Calls cost $0.10 per minute. Each call can last a maximum of 15 minutes. With a full call at maximum length, that is $1.50 per call.

You can fund your ConnectNetwork account a few ways:

• Online at ConnectNetwork.com: Add a prepaid balance with a debit or credit card.
• Phone deposits: The person can also pay for calls from their commissary/trust account, which you fund separately through ConnectNetwork deposits (see the send money guide).

There are two separate accounts: your ConnectNetwork account (which pays for the call from your end) and the person’s trust account (which they can use to pay from their end). Either can cover the call. Work out with the person which account you will both be using to avoid confusion.

Step 4. Be Ready for the Call

Once your number is set up and funded, the person can call you during phone access hours at Mountain View. Call schedules are set by the facility and vary by housing unit. The person inside will know when phone access is available.

When the call comes in, you may hear a recorded message identifying that it is a call from an NC DAC facility. Follow any prompts to accept the call.

Call Monitoring and Recording

All calls from Mountain View are monitored and recorded for security purposes. This is standard for NC DAC facilities. Do not say anything on a call that you would not want recorded. Calls to attorneys on an approved legal contact list may be handled differently. Contact the facility at (828) 592-3000 with specific questions about legal call procedures.

What Numbers Can Be Called

The person can only call numbers that have been approved and added to their contact list by facility staff. If your number is not on the list, the call will not connect. Contact Mountain View at (828) 592-3000 if you believe your number should be on the list but calls are not going through.

Blocking or Removing a Number

If you want to remove your number from receiving calls, you can update your ConnectNetwork account settings or contact ConnectNetwork support. If an unwanted number is calling someone on your account, ConnectNetwork also has blocking options.

If Calls Are Not Connecting

If you are not receiving calls:

1. Check that your number is added to your ConnectNetwork account and linked to Mountain View Correctional Institution.
2. Confirm there is a balance available to cover the call.
3. Ask the person inside whether your number is on their approved contact list.
4. Check whether your phone carrier is blocking calls from correctional facilities. Some carriers do this by default. Contact your carrier to whitelist the call type.
5. Call ConnectNetwork support at 877-650-4249 if the issue is not resolved.

Video Visits

Mountain View Correctional Institution offers video visits through the Getting Out Visits app, operated by ViaPath/GTL. Set up an account at sso.gtlconnect.com. You must be on the approved visitor list to schedule a video visit. Video visits are a good option when you cannot make the drive to Spruce Pine but still want face-to-face contact.

Video visits may be available on your phone, tablet, or computer. Follow the setup instructions at sso.gtlconnect.com.

International Calls

If you are outside the United States, ConnectNetwork may have options for international calls. Check ConnectNetwork.com or call support at 877-650-4249 to confirm current international call availability and rates.