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The Custom Toll Free Team

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Buyer's Frequently Asked Questions


How does this process work?

This process, called Shared Usage, is really very simple. Within 1-3 business days of activating your toll free number, any calls originating from your selected service area(s) (meaning whatever area or area codes you choose to sign up for) will be routed to your designated phone number. We handle getting you setup with a telephone carrier and will send you login information to access a web interface for account management. You can stream your voicemail messages from your new web Voice Mailbox, have them sent to your regular email account, as well as listen from your phone. You've never been more connected. Also free with our basic service is the ability to receive faxes as PDF documents to your Voice Mailbox or regular email. See our Basic Services Summary page for more information about our great bundled services.

Can we keep our local number?

Absolutely, your new toll free number will work WITH your local number. In fact, that’s all toll free numbers do; they point to a local number where you want your calls received. With the services we provide, you’ll be able to login and change the “ring-to” number whenever you like. Make it ring at your office, your home, or even your cell phone. You can do this manually when your number is ready, or you can setup a schedule to handle the changeover automatically at a specified time.

Can this work with my cell phone?

Yes! You can point your toll free number to any regular phone line, including your cell phone. You can also change the number that your toll free numbers rings to at any time.

What happens when someone calls from a different area code?

You will only be able to receive calls from people in the area codes you have selected on the Options page. You can always call us to add more areas to your account.

Why do I need a toll free number if all my calls are local calls?

Toll free numbers offer an easy way for your clients to contact you, but they also do much more. Your number will be on the tip or your satisfied customer's tongue when they're asked for a referral. It also gives your company an instant sense of prestige as consumers equate quality vanity numbers with quality services and products.

What if I want a number I don’t see here?

Custom Toll Free® specializes in helping companies find just the right number for their campaigns. If you don’t find what you are looking for on the website, you can always call one of our consultants to assist you.

Can I use more than 7 digits?

Yes, absolutely. We recommend 7-10 digits as optimal but it depends on your market and advertising medium. For example, if you advertise on a billboard then it’s most important that your audience remembers the number. Chances are that they will wait until they get to the office or get home before they actually call. In that instance it’s best to make it memorable, even if it goes over by a few digits. When dialing from a land line you can easily dial 10 digits without any interference. If a longer number is chosen, make sure that it won't interfere with you're companies menu options.

What does the number come with?

All of our numbers come with the following services, free of charge:

FREE 100 minutes of Phone time per month
FREE Voicemail and Online Voice Mailbox
FREE Online Fax Service
FREE Access to Real Time & Historical Details
FREE Call Blocking
FREE Call Conferencing
FREE Call Forwarding
FREE Ability to Set Maximum Call Length
FREE Account Login and Management

See our Basic Services Summary for more details about these services.

How much does it cost?

Rates vary depending on several factors including the demand for the number in question, the areas of usage and the contract length. When you select a number from our Search Results page you will see more detailed pricing information for that particular number. You pay just the one flat rate for usage of the number each month. You will pay an additional prepaid rate for your long distance charges if you desire more than 100 minutes. Like cell phones plans, you pay a fee per minute regardless of whether the number is actually long distance. See our Tips on Pricing page for more specific information.

Why do I have to pay for long distance?

All toll free numbers must run through a telephone company in order to route them to their destination and those carriers charge per minute fees regardless of where the calls are coming from.

Will my toll free number work with Vonage or other VOIP services?

Yes, and there is an additional VOIP setup fee of $45. In addition, call minutes will count against your toll free number minutes as well as accrue your regular VOIP carrier charges.

Will this work with my call center?

Most call centers have the capability of having calls routed through direct lines. Our consultants can work directly with your call center to determine the feasibility of usage in your particular situation.

How long is the contract for?

We offer auto-renewing contracts of monthly, yearly or any length up to 10 years or more. Monthly contracts allow you to cancel at any time providing you give us 15 days written notice.

Can I cancel at any time?

You may cancel at any time with 15 days written notice if you choose a monthly contract. All other contracts will hold you to the full term of the contract length.

Will you increase the pricing on me?

Your contract will automatically renew at the end of your contract period to make sure you never have a lapse in service. If you remain a long-term client it’s reasonable to assume that at some point there may be some minor fluctuation in price when your contracts renew, but our main goal is to keep your service as consistent as possible. We know that clients spend a lot of money on advertising and branding and we have your best interests in mind when it comes to safeguarding that asset.

Does the number work in Canada or Mexico?

Yes, Canada and Mexico use the same basic platform, but long distance charges for international calls may be slightly higher. If you do need international service, please let us know – we’ll be happy to assist you with your special request!

How long until my number is active?

The typical timeframe takes anywhere from 3 hours to 3 business days. We recommend setting up your number at least week before running a large campaign so that you have time to test the system and set up your options.

What payment methods do you accept?

We accept Visa, MasterCard, and American Express.

Something Else?

Give us a call! We're here to help - 1-800-CUSTOMIZE.

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