Wilkes Correctional Center Phone Calls. How ViaPath Works

Why You Cannot Call In

You cannot dial Wilkes Correctional Center and be connected to a specific resident. Incoming calls are not routed to residents. The resident uses phones at the facility to call your number through the ViaPath/GTL system. Your job is to make sure your phone number is set up and that the resident has funds to call.

When to Expect Calls

Wilkes is a minimum custody reentry facility. Most residents work for employers in Wilkes County on weekdays. They leave the facility in the morning and return each evening. During working hours, residents are not at the facility and cannot use facility phones.

If you have been waiting for a call and have not received one during the day, the resident is likely at their job. Calls are most common on evenings and weekends when residents are back on grounds. If you expected a call and did not get one, call the facility at (336) 667-4533 to confirm the person’s current schedule.

How Calls Are Funded

Residents pay for calls from their trust account. You can add money to that account through ConnectNetwork deposits. Without a balance, the resident cannot make calls.

You can also set up a prepaid calling account directly with ViaPath so calls are charged to you rather than to the resident’s account. Visit connectnetwork.com to set up that option.

Step 1. Make Sure Your Number Is Set Up

The resident adds your phone number to their approved call list through the ViaPath system at the facility. They do this from the facility phones. You do not need to do anything on your end to add the number, but the resident has to request it.

Check that your carrier does not block calls from correctional facilities. Some carriers block these calls by default. If calls do not come through, contact your carrier about unblocking numbers from the ViaPath/GTL system.

Step 2. Fund the Account

The resident needs a balance to make calls at $0.10 per minute. A 15-minute call costs $1.50.

Add money to their trust account through ConnectNetwork:

• Online at ConnectNetwork.com
• By phone: 888-428-1845

See the full fee breakdown and instructions in the send money guide.

Step 3. Be Ready to Answer

Once the number list is active and the account is funded, the resident can call during phone access hours at the facility. The call comes in as an automated system prompt. You will hear it identify as a call from a correctional facility and be asked to accept or decline. Press the indicated key to accept.

Call Details

Feature	Details
Rate	$0.10 per minute
Max call length	15 minutes
Direction	Outbound only (resident calls you)
Monitoring	All calls monitored and recorded
Legal calls	Not recorded (attorney-client privilege)
Provider	ViaPath/GTL via ConnectNetwork

Are Calls Recorded?

Yes. All calls from Wilkes Correctional Center are monitored and recorded as part of standard facility security. Do not discuss anything on a facility phone that you would not want a third party to hear. Calls between a resident and their attorney are not recorded.

Troubleshooting

Calls are not coming through:

• Check that your carrier has not blocked calls from correctional facilities
• Confirm the resident has your number on their approved call list
• Make sure there is a balance in the account
• Contact ViaPath/ConnectNetwork support through connectnetwork.com

Calls are cut off early:

• Calls are capped at 15 minutes. This is a system limit, not a technical error.

No calls for several days:

• The resident may be on a work release schedule with limited evening availability. Call (336) 667-4533 to confirm.

Account or billing issues:

• Call ConnectNetwork support at 877-650-4249.

International Calls

If you live outside the United States, confirm with ViaPath/ConnectNetwork whether international call access is available for NC DAC facilities. Contact connectnetwork.com to check current availability.