Freshdesk Contact Center provides phone numbers across 90+ countries. You can check the number charges here.
Yes, existing numbers from Twilio, Google voice, and other service providers can be ported into Freshdesk Contact Center. Read more about number portability here.
Yes, you can port your current phone number to another platform. Be sure to check portability options with the new cloud telephony provider.
To set up a blank message go to Admin > Messages > Text-to-speech
and type a “.” (dot) under message. This can be used to provide a seamless transition without any welcome/hold/voicemail message played to the caller.
There are no limitations on the number of phone numbers you can buy.
You can buy phone numbers in 90+ countries. See detailed country list
here. Similarly, you can buy toll-free numbers in USA, UK, and Canada.
Yes, once you buy the number, you can get started immediately. Set up Freshdesk Contact Center to suit your business needs and make or receive calls.
Local numbers tell your customers you are just a phone call away. It provides the flexibility to reach your business using a local number. And potential customers are also aware that you are present locally and reachable through a local call.
To buy a phone number go to Admin>Numbers>Buy New Number, choose the country and type of number you want to buy.
All numbers you buy should appear in the Numbers window. However, when you try to buy numbers from certain countries you might be prompted to enter your company name and address due to security regulations. If you are prompted to enter your company details please contact us at firstname.lastname@example.org so that we can assist you in purchasing the number.
Note for Germany, Italy, and France customers:
If you are looking to purchase numbers in a particular city, you would be required to submit an address proof of your business in that city, for example, if you have a business based out of Berlin, you would be able to purchase Berlin numbers only.
To buy Vanity numbers go to Admin>Numbers>Buy New Number. You can search numbers by digits or phrases. Type a number based on a phrase you are looking for and click on 'buy' to buy the number.
There are no limitations on using a single phone number across multiple teams. If your business demands such a scenario, you can buy just one phone number and use it for all your teams.
You can select only one call action for every phone number.
Your number porting request could be rejected due to the following reasons:
Porting Data Mismatch:
This rejection typically means that the information you originally submitted on your Letter of Authorization (LOA) is different from what is on file with your current carrier in their Customer Service Record (CSR). To resolve this rejection, please take the following steps:
Contact your current carrier(s) and confirm the information on file.
Complete a new Letter of Authorization (LOA) matching the information on file. Here is the link to the LOA form —http://www.twilio.com/resources/docs/Letter_of_Authorization.pdf
Contact us via email at email@example.com and attach the updated LOA.
Porting — Missing Account and PIN Number:
To resolve this rejection, please take the following steps:
Contact your current carrier(s) to verify and obtain the account number and PIN/Passcode that the carrier has on file for each affected number.
Contact us at firstname.lastname@example.org and send us the updated account number and PIN/Passcode that you obtained from your carrier.
To port your Google Voice number to Freshdesk Contact Center, follow these steps:
Please fill out the LOA form which is available in the following link — https://www.twilio.com/resources/docs/Letter_of_Authorization.pdf
Then, you would need to send a screenshot of the page in your Google account showing that your number has been unlocked.
Provide a screenshot of your Google Voice account, and make sure the first and last name you provide on the Letter of Authorization match your Google account exactly.
We can initiate the porting process once you send us these details via email at email@example.com.
In order to port a Canadian number we require the following details:
The authorized user or owner’s first and last name.
A list of the number(s) you want to port.
The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.
Letter of Authorization(LOA) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier.
A Customer Service Record (CSR).
A scanned (or electronic) copy of the most recent phone bill (within the last 30 days) that includes the account, owner/authorized user name and address information for all the numbers you want to port.
Once you send us the above details via email at firstname.lastname@example.org, we can start the porting process. Please Note
: The Canadian porting beta is only for landline numbers. Toll-free numbers can be submitted in your Twilio Console.
Quick Tip: Check if your holiday calendar and business hours are configured correctly.
If your holiday calendar is not configured correctly, your calls may go to voicemail directly without ringing — check your holiday calendar by going to Admin > Business Hours. Click on your configured business hours and check the list of holidays under 'Holidays' in the Business Hour Details section.