Frequently Asked Questions

Have a question about TollFreeForwarding.com?

Find answers to most any question you may have or ask us a question about any of our products or services.

Getting Started


What services do you offer?

TollFreeForwarding.com specializes in providing international toll free and local phone numbers in more than 100 countries and connecting millions of international calls every month across our vast and robust phone network. Our phone numbers come with call forwarding and smart features such as a hosted PBX with unlimited extensions, voicemail, fax, time/day call routing, sequential ringing and simultaneous ringing.

How can TollFreeForwarding.com help my business?

Calling a business located in a different country can be challenging for your potential and existing customers. TollFreeForwarding.com can provide your business with a phone number in 120+ countries and 1000+ cities that forwards calls to your existing phone number. Having a locally recognized phone number makes your international customer more likely to call your business. Your new phone number from TollFreeForwarding.com can instantly expand your business to international markets.

What types of phone numbers do you offer?

TollFreeForwarding.com offers three types of phone numbers:

  • Toll-Free phone numbers that allow your customers to call you at no charge to them. In the US and Canada, a toll-free number begins with the 1-800, 1-866, 1-877, or 1-888 prefix. In the UK, they are 0-800 numbers or 0-808 numbers.
  • Local phone numbers assigned to a designated geographic area by an area code or city code.
  • National phone numbers that are considered a local call from all cities in a given country, but are not geographically assigned to any specific city. The UK, Spain, and France are examples of countries where national phone numbers are available.

Where can I get a new phone number?

We have phone numbers in 120+ countries and 1000+ cities. Click here to view our growing phone number inventory.

Can callers tell that I'm not physically in the location they're calling?

The only way your customers will know you're somewhere else is if you tell them. We even offer international ringback tones for added authenticity.

Can I get a vanity phone number?

Yes, if it's an available US toll-free number. Contact us for assistance.

Can I transfer my existing toll-free phone numbers to TollFreeForwarding.com?

Yes. We can quickly transfer your toll-free phone numbers so you don't miss any calls. Contact us about transferring (or porting) your existing phone numbers.

Can I transfer my TollFreeForwarding.com phone numbers to another carrier?

Yes, after you have paid for service on that number for 90 days, you can port any number to the carrier of your choosing. Be sure to notify us after the transfer is complete to ensure we stop billing you for that number; we are not always notified when numbers are transferred away.

Do I have to agree to a long-term commitment?

No. You can cancel at anytime.

How many phone numbers can I have on my account?

As many phone numbers as you need. Activate new numbers instantly whenever you need more.

Technical


Can I forward calls to multiple phone numbers?

Yes. You can forward calls to multiple phones using simultaneous or sequential ringing.

Simultaneous ringing forwards calls to multiple phones at the same time. When the call is answered, ringing on all other phones stops.

Sequential ringing forwards a call to different phones in a pre-determined order. Once the call is answered, the sequence stops. For instance, you might set up a sequence to ring your office phone first, then your mobile phone, then your home phone. Or you might have a larger application, such as different phones within a call center.

Learn More

Can I get both sequential and simultaneous ringing?

Yes. For instance, you could set up a sequence of three phones to ring, then another three phones to ring, then another three phones.

What kind of call volume can I get?

As much as your phones can handle. Some countries limit the number of incoming calls that can be in progress at the same time.

Do you support Interactive Voice Response (IVR)?

Our system allows you to set up custom voice menus that recognize telephone pad inputs or DTMF tones. This way, incoming calls go to the right department or extension. You might also hear IVR referred to as an automated attendant, voice menu, or phone tree. An example of an IVR prompt might be, "Press 1 for Sales Press 2 for Technical Support."

How does Time/Day call routing work?

Time/Day call routing allows you to manage your incoming calls based on the time and day of the week. For example, during business hours you can forward your calls to your main call center and to your offshore call center or voice mail during after-hours.

Learn More

What safeguards do you have in place to ensure quality service?

We offer several modes of failover routing. For instance, if one PSTN route fails, there are several more to back it up. You also have the ability to set backup ring-to numbers should your primary ring-to number stop working. For customers using SIP forwarding, we offer PSTN backup in case your SIP gateway experiences difficulties.

How does Fax2MyEmailSM work?

The Fax2MyEmailSM feature allows you to receive faxes without a fax machine, on the same number where you receive voice calls. Our network detects incoming faxes, converts them to a .pdf or .tiff file, and sends the file to any email address(es) you specify. PDF files can even be encrypted for security.

How does VoiceMail2MyEmailSM work?

Our VoiceMail2MyEmailSM feature converts incoming voicemails into an audio file (.wav) that is delivered to any number of email addresses you specify. You can also access your voicemails using your Online Control Center.

How do you route calls?

We primarily route calls over PSTN , and have failover routing should any of your lines experience problems. We can also route calls to SIP with PSTN backup.

Can you forward calls to my SIP device?

Yes. We support G.711 μ-Law and G.729, and can support almost all other codecs in special circumstances.

Is TollFreeForwarding.com like Skype or Vonage?

Yes and no. No, TollFreeForwarding.com offers a much broader array of phone numbers, especially international toll-free. And no, because our network is designed for high-volume business accounts and doesn't require special software. But yes, in that your new phone number acts like a Skype-in number, and your existing phone number acts like a Skype-out number. The difference is in the middle - how those numbers connect.

TollFreeForwarding.com uses enterprise-grade servers - technically speaking, redundant fiber-based gigabit ethernet. So unlike Skype and Vonage, which operate on residential-level DSL or cable lines, you won't compete for bandwidth. Finally, while TollFreeForwarding.com does support VoIP calls like Skype and Vonage, we primarily route calls over PSTN phone lines in the interest of quality and reliability.

Is there someone I can contact for technical support?

Yes. Refer to our Contact Page for international phone numbers and email addresses.

Billing


How is monthly pricing determined?

Your monthly pricing is based on the type of number you choose. Refer to the Pricing page to see monthly pricing, included minutes, and additional per-minute rates. Your monthly pricing may vary depending on the number of minutes you use, and the location(s) and type of phone where you forward calls. For instance, it is less expensive to forward to a European landline than to forward to a European mobile.

What if I use more than my monthly minutes?

If you use more than your included monthly minutes, your additional per minute rate will be based on the type of number and pricing plan you choose. Please refer to the Pricing page to see additional per minute rates.

What if I want a discount?

If you use over 5,000 minutes per month, please inquire about a corporate discount.

What payment methods do you accept?

Our preferred method of payment is Visa, MasterCard, American Express, or Discover credit cards. We recommend keeping a backup credit card on file so you won't lose service when your primary credit card expires. We also accept PayPal, wire transfers, and checks; however, these payment types must be manually processed during business hours, and any payment delay could cause your service to be interrupted.

Are there taxes, fees, or surcharges added to my monthly rate?

No. There are no hidden fees. Unlike our competitors, TollFreeForwarding.com includes all taxes and fees in the monthly amount shown on our Pricing page.

How do I review my billing activity?

Use the Online Control Center to access real-time billing and call reports, including itemized charges for each call.

Will I receive a bill in the mail?

No. Our billing system is paperless and accessible in your Online Control Center. Log in to view and print all billing statements and real-time calling reports.

Is there someone I can contact for questions about my bill?

Yes. Please refer to our Contact page, or email Billing@TollFreeForwarding.com.

How do I cancel my account?

We allow our customers to cancel anytime. To ensure your privacy and safety, please Contact Us and we will assist you with cancelling or closing your account.

Glossary


API

Application Programming Interface. This means our software talks to your software, so you can load call records and billing records seamlessly into your back-office reporting systems.

Call Forwarding

Sending calls to a designated phone or phones. With our service, it means that a local number in London can be routed to a call center in Mumbai, or an office in Mexico City, or a cell phone in Detroit. Said simply, call forwarding lets you have a phone number anywhere, and answer calls anywhere.

DTMF

Dial-Tone Multi-Frequency. The keys on your telephone pad each make a distinct tone, or touch-tone. Because our system can recognize DTMF tones, your callers can navigate custom voice menus (IVR) when they call into your business.

Extension / Virtual Extension

A three- to six-digit number that directs a call to a specific person or department. A caller dialing a single phone number could reach your sales department in Europe using one virtual extension, or your support center in Asia using another. Our system offers you unlimited virtual extensions.

Failover Routing

This refers to a contingency plan should a call route fail. For instance, if one PSTN route fails, there are several more to back it up. You also have the ability to set failover ring-to numbers should your primary ring-to number stop working. For customers using SIP forwarding, we offer PSTN backup in case your SIP gateway experiences difficulties.

Fax2MyEmailSM

The Fax2MyEmail feature allows you to receive faxes without a fax machine, on the same number where you receive voice calls. Our network detects incoming faxes, converts them to a .pdf or .tiff file, and sends the file to any email address(es) you specify. PDF files can even be encrypted for security.

International Phone Line

A standard phone number in the city or country of your choice that is connected on the back-end to our international network. When a caller dials the number locally, the call is sent to any destination telephone in the world. You might also hear an international phone line referred to as a virtual number or smart number.

IVR

Interactive Voice Response. Our system allows you to set up custom voice menus that recognize keypad inputs. This way, incoming calls go to the right department or extension. You might also hear IVR referred to as an automated attendant, voice menu, or phone tree. An example of an IVR prompt might be, "Press 1 for accounting."

Online Control Center

The Online Control Center is our secure Web site that allows you to manage your phone numbers, set up or change call rules, change your payment options, access call records, and even record your own menu greetings. The Online Control Center is also known as your Account Overview.

Origination / Inbound Leg

The origination or inbound leg of a call is how the call is initiated. Once a call is originated, it is sent via PSTN or SIP/VoIP to what is known as the termination leg, or endpoint. A call may originate in PSTN, and terminate in SIP/VoIP, or vice versa.

PBX / Virtual PBX / Hosted PBX

Private Branch Exchange. It refers to the telephone system that handles the inbound and outbound calling, extensions, voicemail, fax and other telecom services for a particular office. A virtual (or hosted) PBX offers these services via PSTN and/or the Internet rather than through the use of expensive on-site hardware.

PSTN

Public Switched Telephone Network. This refers to the world's public circuit-switched telephone networks. It is the traditional route for calls to be delivered, versus newer technologies such as VoIP.

RespOrg

A RespOrg is an industry contraction for Responsible Organization. A RespOrg is a company that administers and is responsible for individual toll-free numbers in the US and Canada, including the 800, 888, 866, and 877 prefixes.

Ring-to Number

A ring-to number, or destination number, is where you want calls to be answered. A ring-to can be any existing mobile phone, landline, SIP device, or PBX. We usually refer to your ring-to number as your existing phone number.

Ringback Tone

The ringback tone is what the caller hears while waiting for a call to be answered. Because ringback tones vary from country to country, our system offers authentic ringback tones. Callers will not realize their calls are being answered out-of-country unless you tell them.

Sequential Ringing

Sequential ringing forwards a call to different phones in a pre-determined order. Once the call is answered, the sequence stops. For instance, you might set up a sequence to ring your office phone first, then your mobile phone, then your home phone. Or you might have a larger application, such as different phones within a call center.

Shortcut

A one-digit keypad response to an IVR (voice menu). You can customize rules for each keypad digit, such as forward calls or send to voicemail. Shortcuts are one digit, while extensions or virtual extensions are three to six digits.

Simultaneous Ringing

Calls may be forwarded to up to 15 phones at the same time. Once the call is answered, ringing on all other phones stops.

SIP

Session Initiation Protocol. This term refers to enterprise-grade VoIP, where calls are routed via the Internet rather than the traditional global PSTN.

Termination

The termination leg of a call is how the call reaches its dialed party. A call may originate in PSTN, and terminate in SIP/VoIP, or vice versa.

Time/Day Call Routing

Call rules that you set up based on the time of day or day of the week a call comes in. For example, you might want to send calls to your call center during business hours and straight to voicemail at all other times. Or you might route calls to a different call center on the weekends.

Virtual Number

Despite its name, a virtual number is a real telephone number. When a caller dials your virtual number, the call is sent transparently to any destination (or ring-to) telephone in the world. Other names for a virtual number are smart number and international phone line.

VoiceMail2MyEmailSM

Our VoiceMail2MyEmail feature converts incoming voicemails into an audio file (.wav) that is delivered to any email address(es) you specify. You can also access your voicemails using your Online Control Center.

VoIP

Voice Over Internet Protocol. Refers to routing calls via the Internet rather than the traditional global PSTN. Enterprise-level VoIP is known as SIP.

Ask a Question