FAQs: Numbers

1 How do I edit my number destination?
2 I no longer want my number. How do I delete it?
3 If someone from a cell phone calls my Virtual Office number that gets routed to my cell phone, do my minutes get charged?
4 If I cancel, will Phone.com allow me to transfer my number to another provider?
5 What can I do with my temporary number? Why are they necessary? Can I keep it for an additional fee?
6 How do I enter telephone numbers? Is there anything I need to know to enter International numbers?
7 How many numbers do I receive?
8 How do I change the nickname for my number?
9 How do I use the number Call Handling Rules to route my calls?
10 Why should I transfer my number to Phone.com?
11 Who will I be paying if I transfer my number to Phone.com?
12 I am transferring my number, but do my existing services with my wireless company go along with it?
13 How do I give my small home business a big business sound just by transferring my number?
14 How do I add a new number?
15 How are toll-free number calls billed?
16 How does the toll-free number system work?
17 If a customer uses their cell phone to call my toll-free number, will they be charged?
18 Does Phone.com support LNP (local number portability) for Canadian phone numbers?
19 I’ve been searching for a Vanity toll-free 800 number for a while but cannot find one that is available. Any advice?
20 Can I make outgoing calls through my Virtual Office number?
21 What is the difference between caller ID and called number?
22 How long does it take to receive my ordered Vanity Toll-Free number??
23 My number forwards to my cell phone, but when I call, I hear a busy signal. Why??
24 Does Phone.com submit my information to a directory service?

Global Numbers

1. What happens when someone calls my Global Number?
2. If I purchase a Global Number, how much will calls to my number from within that country cost the caller?
3. Can I make calls from my Global Number? If so, how?
4. Is there a limit to the amount of Global numbers I can purchase through Phone.com?
5. Is there a pricing breakdown for calls made to and from Global Numbers?

How do I edit my number destination?
To edit the number action for your phone, visit the Numbers section of your account. Select the Settings icon located to the right of the number to proceed. From this point, select on the Number Action box to make your choice.

I no longer want my number. How do I delete it?
If you no longer want your number, visit the Numbers section of your account. Select the Delete icon located to the right of the number to proceed.

If someone from a cell phone calls my Virtual Office number and that gets routed to my cell phone, do my minutes get charged?
Yes both your Virtual Office and your cell phone minutes are charged in this case.

If I cancel, will Phone.com allow me to transfer my number to another provider?
We endeavor to honor outbound port requests. Provided you have been a customer in good standing for at least 30 days, in most cases, Phone.com will honor your request to port your phone numbers to a new service provider, as long as your new service provider is able to accept the number, and that your Phone.com account remains current until the port is complete. See our Customer Terms of Service for more information.

What can I do with my temporary number? Why are they necessary? Can I keep it for an additional fee?
A temporary number is a toll-free number (TFN) that is used when your requested number had been ordered but is pending arrival in your account.The option to keep the temporary number is available to you for an additional fee only if the temporary number goes above the allotted numbers available in the Virtual Office package you have.

How do I enter telephone numbers? Is there anything I need to know to enter International numbers?
Our system allows you to enter your phone numbers with or without the hyphens. International numbers must be entered as “+” then “country code” followed by the number.

How many numbers do I receive?
Each Phone.com plan includes at least one number that you select from your local calling area or any calling area we have available. To view our plans, please click here.

How do I change the nickname for my number?
To change the nickname for your number, visit the Numbers section of your account. Select the Settings icon to proceed. You can enter or edit the nickname from this section. Nicknames are stored internally and they help you identify the number when configuring actions for other areas of your system.

How do I use the number Number Action options to route my calls?
The options found on the Number Action to route your calls are explained below:

  • Forward Call lets you to forward your incoming calls to an outside phone number.
  • Leave Voicemail will route all incoming calls to a voicemail box in your Virtual Office that you
    select.
  • Receive Fax allows this phone number to be a dedicated fax line.
  • Goto Queue sends all incoming calls to a Queue that you have
  • Goto Menu routes all incoming calls to a Menu on your account
  • Dial by Name Directory allows callers to enter the first letters of a first or last name to be routed to
    that person’s extension.
  • Play Greeting sends all incoming calls to pre-recorded audio that you have created and uploaded into
    your Virtual Office account. Callers will hear the audio message through their phone.

After you have made your changes, please make sure to select the Save button in the Number Action window and the Save button on the Edit Number page.

Why should I transfer my number to Phone.com?
We know you have probably had your same number for awhile. Why switch numbers, thus leaving you the time-consuming job of contacting friends, family, customers, business partners, etc. with the new number. Keep it easy by transferring your existing number to Phone.com! With so many features available, the choice is simple:

  • Customer claiming they left a message and their call was never returned? Check your past saved voicemail through the ease of email to see if they’re right!
  • Give your home-based business a professional sound; no one will know you are answering calls from your living room!
  • New baby in the house? Set up a schedule to forward all calls after 8pm straight to voicemail to avoid waking up the little one!
  • And so much more!

To begin your transfer, click here!

Who will I be paying if I transfer my number to Phone.com?
When you transfer your number to Phone.com, you are doing just that, transferring your number. You can transfer your home and business phone number or cell phone number, but keep in mind that your services you have with the other company will not transfer to us.You will be paying Phone.com for all your Virtual Office services.

I am transferring my number, but do my existing services with my wireless company go along with it?
You cannot have the same number with your cell phone and with our service, therefore the cell phone service will not work unless a new numbers is used for the cell phone. Make sure you get a new number for your cell phone if you want to transfer the current cell phone number to Phone.com. You can also sign up for a new number (or Toll-Free Number) and forward it over to your existing cell phone number.

How do I give my small home business a big business sound just by transferring my number?
The business number you have is printed on all of your business cards, brochures, and website. Your loyal customers have you set in their speed-dial. Let’s face it, changing business numbers is a time-consuming hassle, especially for a small home-based business. And, if your business line doubles as your home line, this makes the number switch even more stressful. By simply transferring your home and/or business phone number to Phone.com, you can avoid all of the unnecessary trouble and focus more on your growing business.We have many features available to make your home business sound like, such as professional recordings, menus to greet callers, schedules to keep calls routed properly during business and after hours and keep customer calls organized with a queue.

How do I add a new number?
To add a new number to your account, visit the Numbers section and select the Add New Number button. You will have the option to add new Local, Toll Free and Vanity Toll Free number or transfer an existing number to your account.

How are toll-free number calls billed?
When someone calls your toll-free number from the continental United States, these minutes are billed normally; either included in your plan, or at your plan’s additional minute rate.

How does the toll-free number system work?
The US toll-free number system (+1800*, +1888*, +1877*, +1866*) only works within the NANPA dialing plan (from +1 numbers). This includes US (including AK & HI), Canada, Puerto Rico, Guam, USVI, and CNMI. Costs to accept calls from these locations to US toll-free numbers is more expensive. Likewise costs to accept calls from pay phones is more expensive. It is not possible for an International caller (from any location not listed above) to call a US toll-free number, so it is always wise to advertise a local number.

If a customer uses their cell phone to call my toll-free number, will they be charged?
Cellular phone users in the United States will use plan minutes when calling a toll-free number, just as if they called a local number. However, they will not be charged extra to call a toll-free number, even if their plan does not include long distance.
Does Phone.com support LNP (local number portability) for Canadian phone numbers?
Not currently. Canadian customers would have to either sign up for an 800 number or a US based number for their Virtual Office account.

I’ve been searching for a Vanity toll-free 800 number for a while but cannot find one that is available. Any advice?
Due to the majority of 800 numbers already being purchased, it is recommended to narrow your search down to using 877, 866 or 888 for a better chance of getting the Vanity Toll-free number of your choice.

Can I make Outgoing calls using my Virtual Office number?
Yes, you can make outgoing calls using your Virtual Office number. Simply dial your number and press the star (*) key then enter your extension number and password. Detailed instructions can also be found within your Virtual Office User Guide.

What is the difference between caller ID and called number?
Caller ID displays the number that your caller is calling from. Called number displays the number your caller dialed to reach you, i.e. your Virtual Office number.

How long does it take to receive my ordered Vanity Toll-Free number?
Vanity Toll-Free numbers take approximately ten business days to be received. Once the number is in your account, you will receive a notification to the email address you placed on file with Phone.com.

My number forwards to my cell phone, but when I call, I hear a busy signal. Why?
Every phone service varies when it comes to forwarding your Virtual Office number to your cell number. We have found that the best way to alleviate a busy signal when forwarding your number is to increase the ring time. Typically, 20 seconds of ring time does the trick, but if you find this is still not working, please continue to troubleshoot by increasing the time to ring your phone.

Does Phone.com submit my information to a directory service?
No, Phone.com does not submit your information to a directory service that lists your number. If you are interested in this service, you will need to contact your local White Pages company.

Global Numbers

What happens when someone calls my Global Number?
Your Phone.com Virtual Office number settings can be configured within your Virtual Office Online Account. Check out our Features to decide what you want to happen when someone calls your Phone.com Virtual Office number. Anyone who dials your Global Number will be able to reach you in the US on your phone (based on your settings).

If I purchase a Global Number, how much will calls to my number from within that country cost the caller?
To check the rates of calls to your Phone.com Global number from within that specific country, please contact the local service provider the caller is dialing from. They should be treated as other local calls to that area code.

Can I make calls from my Global Number? If so, how?
Yes, you can dial out from your Phone.com Global Number to that country or any other destination of your choice. Please be aware that International rates will be applied if you call anywhere but the US. To find the rates, please visit our Rate Center by clicking here.

To make a call from your Virtual Office number, simply dial the number and when you reach your Phone.com voicemail box, press the * key then enter your numeric password. You can also make an outgoing call from within your Virtual Office account. Visit the Extensions section of your Phone.com online account.

Is there a limit to the amount of Global numbers I can purchase through Phone.com?
We do not place a limit on the amount of Global Numbers you can purchase however please be aware that each Global Number will be charged a monthly rate regardless of the Virtual Office plan you have. Please see our Pricing and Plans page for more information.

Is there a pricing breakdown for calls made to and from Global Numbers?

Calls TO your Global Number:

  • From a US Number: the caller will be charged based on International Rate agreement with current provider. Phone.com will not charge any additional fees for calls made TO your Global Number.
  • From a NON US Number: the caller will be charged based on rate agreement with current provider. If call is from the same country as your Global Number, calls may or may not be treated as local by the provider. Please check with your local provider for more information. Phone.com will not charge any additional fees for calls made TO your Global Number.

Calls made FROM your Global Number:

  • To a NON US Number: When dialing out of your Global Number to a non-US country, the Phone.com International Rates will be applied per minute for the duration of the call.