FAQ


What services do you offer?

phoneroutes.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 many other smart features.

How can phoneroutes.com help my business?

Calling a business located in a different country can be challenging for your potential and existing customers. phoneroutes.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 phoneroutes.com can instantly expand your business to international markets.

What types of phone numbers do you offer?

phoneroutes.com offers three types of phone 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.

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.

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. 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. You can also add additional credits for overages in your account

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, phoneroutes.com includes all taxes and fees in the monthly amount.

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 cs@phoneroutes.com.

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.

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.

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.

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.

Amazing Savings

Home or Business, low rates for all destinations one click away!

No Hidden Fees

Pay only for the minutes you use. No hidden charges or other fees.

Second Rounding

You will be charged for your calls by second rounding. No hidden fees

Balance Never Expires

Use your Voice Credit anytime, without any expiration date.

communication

100% Quality Guarantee

Enjoy great call quality guaranteed by the latest telecom technologies.

About Us

Phoneroutes is a call forwarding service specializing in direct inward dialing (phone numbers), giving the user the ability to purchase local numbers globally and have that phone number forward to their home, cell, or office anywhere in the world. We stride for reliability and perfection in this service with cutting edge technologies and interconnects with some of the world’s largest phone carriers.

Users have the ability to track phone calls with advanced reporting views, and manipulate the destination of the inbound calls instantly from our award winning user control panel. Customers enjoy very low rates, as we are constantly improving our relations with carriers and carry on the savings to the customers.



Residential Users

Home Users

Giving home users the ability to give a local number to their family and friends so they would not have to incur toll charges (Long Distance) when calling you. Someone in California can give a local Ohio number to their parents to call and that would reach the customer’s California cell phone more

Business Users

Business Users

Showing a local presence to potential customers is important in some industries. With Phoneroutes, a business can have their office in Orlando Florida, but give their potential customers the ability to reach them locally in Denver Colorado. Marketing advantages and customer impression is valuable in these circumstances. more

Everyone feels better when they believe they are doing business locally. Businesses can also give a larger impression with international numbers so customers can avoid calling long distance more