FAQs: Numbers
I am trying to place an outbound call from Skype to my Phone.com number and I receive an error message. Why is this?
Please first check to make sure you have paid for Skype out. In your Skype account, it will display on the top of the screen how much money you have left. Another issue may be that you are not using the most recent version of Skype. We also recommend troubleshooting by calling a regular number from Skype see if they can make any calls. If you are able to call another number but not your Phone.com number, and you have already checked the above, please contact our customer care.
How do I port my existing Phone Number (What is LNP)?
Step 1
Submit a Copy of Bill (COB) from your current provider.
Step 2
We submit your COB and send to the Local Exchange Carrier (LEC) or your current provider.
Step 3
We receive a status update from the LEC either accepting or rejecting the request.
Step 4
If the request is rejected, we notify you via email. If the request is accepted, we do not notify you until the LNP completes.
Step 5
Approximately, 30 to 60 days later your number will be with Phone.com.
Review the FCC LNP Guidelines:
http://www.fcc.gov/cgb/consurmerfacts/numbport.html
Port Rejections - What prevents a number from porting?
1. Incorrect service name and/or address.
We need the service address associated with your number. The service address may differ from the billing address.
2. Unpaid balance with current provider
Any unpaid services with the current provider will cause the number to be rejected.
3. Freeze or hold on account
We cannot override a freeze or account hold with the current provider. Please contact your provider to ensure this is removed before submitting your request.
**If your number is rejected, we will notify you via the email address on file in your account.**
What prevents a number from porting?
1. Incorrect service name and/or address.
We need the service address associated with your number. The service address may differ from the billing address.
2. Unpaid balance with current provider
Any unpaid services with the current provider will cause the number to be rejected.
3. Freeze or hold on account
We cannot override a freeze or account hold with the current provider. Please contact your provider to ensure this is removed before submitting your request.
**If your number is rejected, we will notify you via the email address on file in your account.**
Am I transferring my existing service too?
No. When you transfer your number to Phone.com, you are only transferring your number.
When do I cancel my existing service?
Please remember to cancel your existing service with your current provider when the number port has completed to Phone.com.
How do I edit my number destination?
To edit the number action for your phone, visit the Numbers section of your business phone service 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 business phone service account. Select the Delete icon located to the right of the number to proceed.
If someone from a cell phone calls my Phone.com number and that gets routed to my cell phone, do my minutes get charged?
Yes both your Phone.com account 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 Phone.com plan 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 business phone service 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 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 account 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 account 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!
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 phone 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 number 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. Our business phone service has many features available to make your home business sound like a busy office, 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 Phone.com 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 Phone.com number?
Yes, you can make outgoing calls using your Phone.com 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 User Guides.
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 Phone.com 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 Phone.com 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.
When I transfer my phone number to Phone.com what happens to the phone line that was associated with that number?
The phone line (whether it was a traditional land line phone, a mobile phone or any VoIP phone) will stop working. If you want to continue and use that line you will need to talk to your service provider and have them issue a new number to reactivate your line. For more information on LNP and on any of Phone.com services please contact Phone.com Customer Support (available 24 hrs a day).
Does Phone.com allow for incoming calls made from jail?
Calls made from jail are collect calls and Phone.com does not allow incoming collect calls to your number.
If my Phone.com number forwards to my cell phone and I dial into my Phone.com number from my cell phone, how will the call be routed? How else can I make an Outbound Call when I’m away from my computer?
Forwarding your Phone.com number to another number then calling your Phone.com number from that number will result in a loop. Chances are, you will reach your physical telephone number’s voicemail or it may disconnect. The following recommendation is one option to help rectify the situation:
Goto “Menu”
1. Create a Menu that advises callers to press an option to reach you directly.
2. Select an internal option (one not specified on your Menu Greeting) for you to use that routes to your Virtual Extension Voicemail.
3. When configured, you can call your Phone.com number and press your internal option to reach your Virtual Extension Voicemail.
4. When you hear your voicemail greeting, press the * key to enter the administrative options. The ability to place an Outbound Call will be available at this time.
