Wake Correctional Center Phone Calls. How ViaPath/GTL Works

How Calls Work at Wake

Wake Correctional Center uses ViaPath/GTL for all phone calls. Calls are outbound only: the person inside calls you. You cannot dial into the facility and reach someone directly.

To receive calls, your phone number needs to be on the person’s approved call list and there needs to be money available to cover the cost. The person can pay from their trust account, or you can set up a prepaid account on ConnectNetwork.com.

Rate and Call Length

• Rate: $0.10 per minute
• Maximum call length: 15 minutes per call

At $0.10 per minute, a full 15-minute call costs $1.50. Calls cut off automatically at the 15-minute mark. The person can call back right away if both of you want to keep talking.

Work Schedule and Call Timing

Wake is built around work. About 80% of residents leave the facility daily for jobs with state agencies, Correction Enterprises operations, and other employers. When a resident is at a work site, they are not at the facility and cannot use the phone system.

Expect calls in the evenings, after residents return from their work assignments. If you are not hearing from someone, do not assume something is wrong. Check in through mail or a video visit, or contact the facility to ask about the person’s work schedule. Call (919) 733-7988 to reach Wake. Note: that number is unconfirmed. Verify it is current before calling.

Weekend call patterns may differ. On weekends when residents are not at work sites, calls can happen throughout the day. The visit and call schedules both tend to concentrate in the evenings on weekdays.

Step 1: Make Sure Your Number Is Approved

The person inside needs to add your phone number to their approved call list through the phone kiosk at the facility. Once added, calls to your number can go through.

If calls are not connecting, check with the person to confirm your number is on the list. Some carriers block incoming calls from correctional facilities by default. If calls connect on the facility’s end but do not ring on yours, contact your phone carrier.

Step 2: Fund the Account

Calls cost $0.10 per minute and someone has to pay. Two options:

Option A: The person pays from their trust account. They use money on their account to place the call. Add money to the trust account through ConnectNetwork deposits.

Option B: You set up a prepaid account on ConnectNetwork.com. Create a free account at ConnectNetwork.com, add your phone number, and load a balance. When the person calls your number, the cost comes from your prepaid balance.

Many families keep both funded. The trust account covers commissary and other expenses; the ConnectNetwork prepaid account is a backup for calls.

Transaction fees: Adding money to a ConnectNetwork account costs $3.00 per transaction via the automated system, or $5.94 with a live operator.

Step 3: Answer the Call

When the person calls, you will hear a brief automated message identifying the call as coming from a North Carolina correctional facility. Follow the prompts to accept. The call connects and the timer starts.

You will typically hear a warning at 14 minutes. The call ends automatically at 15 minutes. Calls can be placed back immediately if both parties want to continue.

Monitoring and Recording

All calls at Wake Correctional Center are monitored and recorded. This is standard at NC state prisons. Do not discuss sensitive personal or legal information on facility phone calls.

Attorney-client calls may be handled differently. Contact the facility or your attorney to find out the procedure for confidential legal calls.

What Numbers Can Be Called

The person can only call numbers that are on their approved list. They cannot call random numbers. If your number is not on the list, they will need to add it through the kiosk before they can reach you.

Video Visits: Getting Out Visits App

Video visits are available at Wake through the Getting Out Visits app, powered by ViaPath/GTL.

How to set it up:

1. Download the Getting Out Visits app or go to sso.gtlconnect.com.
2. Create a free account using your real name and contact information.
3. Search for Wake Correctional Center and submit a visit request.
4. Wait for the visit to be approved, then connect at the scheduled time.

Video visits are a good option if you live outside the Raleigh area, want to connect between weekend in-person visits, or if the person’s work schedule prevents regular evening calls.

Troubleshooting Missed Calls

If you are not receiving calls and you expected them:

• Confirm your number is on the person’s approved call list.
• Check your phone carrier’s call blocking settings. Some carriers filter calls from correctional facilities.
• Make sure there is money on the account.
• Consider that the person may be at a work site during the day. Try evenings.
• Contact ConnectNetwork support at 877-650-4249 for technical issues.