1. Log in to your control panel.
2. From the Dashboard, click on the small triangle on the far right side. This will display the Account Setting dropdown.
3. Click the Account Settings button.
4. From the Account Setting page you can make changes to the contact name or other settings, and click Save Changes.
1. Log in to your control panel.
2. Choose a phone service line and click on Settings.
3. Select Call Forwarding from the horizontal menu and click Advanced Routing.
4. Click on the Holiday Routing button.
5. Click the green Create a New Holiday List button. Add the name of the list, description, and select your days.
6. Then, click on Save New Holiday List. You can set up multiple lists for different holidays.
7. Go back to Advanced Routing and click on Go to Rules.
8. Click the green Create New Rule button. Add a description and select the desired holiday list from the dropdown box on the right-hand side. Then, add the necessary routing rules for this particular holiday list.
9. Click Save Rule.
To update your PayPal account, start by logging into your control panel.
1. On the bottom right-hand side of the page, click Update Payment Information.
2. You may need to deactivate your old PayPal account from within PayPal.
3. To use a new PayPal, select the PayPal button and click Activate PayPal Autopay.
4. From there you will be brought to a PayPal login to activate your new PayPal account with your Global Call Forwarding account.
When using random forwarding the call is forwarded to a series of phone numbers in random. The first number will ring for a certain number of seconds (you set the desired length). If there is no answer within that time, the call is automatically redirected down to an alternate second preset phone number. If the second number does not answer, the call is again forwarded, and so on. Up to 4 numbers can be added to the sequence. If the call is never answered you have the option to send it to voicemail.
Here is how you can set up sequential forwarding:
1. Log in to your control panel with your email and password.
2. Click My Phone Numbers on the left side.
3. Click on the Settings Icon of the service line you want to change.
4. Select Call Forwarding from the horizontal menu and click Advanced Routing.
5. Click the orange Go to Rules button.
6. Click the green Create New Rule button.
7. From here, you can enter all the parameters you wish to add to your random forwarding rule. Enter a description, days of the week, start and end dates, and phone number to forward to.
8. Select the Random tab and add additional numbers that will ring randomly if the previous number does not answer. Click Save Rule.
To update your credit card information or PayPal account, please get started by logging into your control panel.
1. On the bottom right-hand side of the page, click Update Payment Information.
2. Enter your new payment information and click Save Changes.
3. To use PayPal, select the PayPal button and click Activate PayPal Autopay.
4. From there you will be brought to a PayPal login to activate PayPal with your Global Call Forwarding account.
1. From the old control panel click on the the button “New Control Panel”.
2. From there you will be taken to a new login screen that requires you to create a new password.
3. Once you log in from this screen, all your data will be brought into the new control panel format. In the future, you can log in at this address newcp.globalcallforwarding.com/login
1. Log in to your old control panel at newcp.globalcallforwarding.com/login
2. On the left-hand navigation, click on Billing & Payments, and add a new billing method, and Save.
3. Once billing is set up, click on Add Service Line from the left-hand side.
4. Click on the Call Forwarding button.
5. From this window, fill out the form to select your toll-free or local number.
6. Some international numbers may require documentation. We will be in touch with you in 1-2 business days about the activation of your new number.
A VOIP softphone is an app or software you can install on your device which enables you to make calls via the internet. Setup is simple! Just select a device below and your operating system to see detailed step-by-step instructions on installation and connection to your service line.
Computer – Windows
Computer – Macintosh
Phone – Android
Phone – iOS Apple
Related articles:
1. Log in to your control panel, go to My Phone Numbers on the left-hand side.
2. Click on the Service Plan on the service line you wish to view.
3. Click on the Activity tab to view details. From here, you can download individual call recordings in the Action column.
When using sequential forwarding the call is forwarded to the first (main) preset number which rings for a certain number of seconds (you set the desired length). If there is no answer within that time, the call is automatically redirected down the sequence to the second preset phone number. If the second number does not answer, the call is again forwarded and so on. Up to 4 numbers can be added to the sequence. If the call is never answered you have the option to send it to voicemail.
Here is how you can set up sequential forwarding:
1. Log in to your control panel with your email and password.
2. Click My Phone Numbers on the left side.
3. Click on the Settings Icon of the service line you want to change.
4. Select Call Forwarding tab and click Advanced Routing.
5. Click the orange Go to Rules button.
6. Click the green Create New Rule button.
7. From here, you can enter all the parameters you wish to add to your sequential forwarding rule. Enter a description, days of the week, start and end dates, and phone number to forward to.
8. Add additional numbers that will ring sequentially if the previous number does not answer. Click Save Rule.
1. Log in to your control panel. Go to My Phone Numbers on the left-hand side.
2. Click on the Service Plan icon on the service line you wish to view.
3. Click on the Rates tab on the top, center navigation.
Related: How to Add RollOver Minutes
1. Log in to your control panel. Go to My Phone Numbers on the left-hand side.
2. Click on the Service Plan icon on the service line you wish to view.
3. Click on the Activity tab on the top, center navigation, to view details.
Related: How to Download Call Detail Records
Over time, users may want to change or update their destination or ‘forward to’ number. This is the number where your incoming calls are forwarded to. You can quickly change this information through the control panel.
Here is how you can change the forward-to number on your end:
1. Log in to your control panel with your email and password.
2. Click My Phone Numbers on the left side.
3. Click on the Settings Icon of the service line you want to change.
4. Select Call Forwarding from the horizontal menu and click Basic.
5. Change the number in the field under Forward all calls to, and click Save.
Your changes will be applied immediately in real time.
Due to a rapidly increasing level of fraud in the telecommunications industry, local regulatory authorities in a number of countries now require to fully identify the owner of a phone number prior to its activation.
When requirements are not met, some countries have completely banned the sale of certain types of numbers while others have disconnected numbers at will. These requirements are introduced mainly to make it harder for fraudsters and scammers to obtain virtual numbers to use in the perpetration of international crimes.
As a result, telecom companies that sell phone numbers for those countries and number types without documentation from the intended owner are risking recall or deactivation of the number(s) sold. Additionally, these companies face the possibility of further local restrictions from those countries.
While we are trying our very best to provide a smooth purchasing experience to our customers, we also want to provide a reliable service with properly approved phone numbers.
If one or more of your numbers require proof of ID and other documentation, we strongly encourage you to provide them to our provisioning team as soon as possible to facilitate the activation process.
Your information is always secure with us and will only be shared with intended local partners and authorities.
Call routing is a telecom service offered with virtual phone numbers to help businesses stay connected irrespective of geographical boundaries. Call routing has been used by multinational companies to communicate across multiple markets as well as small businesses to expand to new markets. Here are some ways companies can use call routing and international call forwarding for international business communication and keeping remote and global teams connected:
1. Time-based routing
Route incoming calls from one location to another during certain times of the day or days of the week. When your main office closes for the day or week, you can provide business continuity by routing calls to employees in a different time zone, remote agents, an offshore call center, and more.
2. Location-based routing
This type of routing forwards calls from one location to another based on the location of the caller. This is a valuable feature for businesses with offices and customers in multiple locations, time zones, and regions. With this type of routing, you can route calls to remote teams or satellite offices in different regions and offer support in your customers’ time zone and language.
3. Skill-based routing
This type of routing helps callers reach the right department and agent. When customers call, they interact with an IVR system that helps determine the caller’s need and then transfers them to the appropriate agent located anywhere. Skills needed include specific languages, customer’s past interactions, agent expertise, etc.
4. Simultaneous ringing
Ring multiple phones with one number with the simultaneous ringing feature. This type of routing rings an incoming call on multiple phone numbers within a predetermined group. You can add and remove users in the group as and when needed. By ringing on multiple phones simultaneously, your business increases the chances of calls being answered and reduces the number of missed or unanswered calls.
5. Follow the Sun customer support model
All these types of call routing make it possible for a company to adopt a Follow the Sun customer service model where your business offers customer support 24/7 irrespective of its location. This is because you can route calls to different locations during certain times or based on the caller’s location and needs.
When working remotely, businesses have to pay close attention to managing remote teams and keeping company, employee, and customer data and privacy secure. So, here are some helpful tips to make remote working secure for your business:
1. Educate employees about cyberattacks and phishing scams. Teach employees how to identify suspicious activity and report it.
2. Use a Business VPN to ensure employees work on a private network instead of public networks.
3. Use a VoIP phone system and adhere to best practices to ensure your communications occur over a secure internet connection.
4. Encourage employees to install antivirus software on their devices, especially the ones used for work.
5. Draft an employee technology or security policy that outlines how to protect data and privacy.
6. Ask employees to use different devices for work and personal use.
7. Conduct security checks every couple of weeks to ensure systems are working properly.
Unified communications bring together all vital business communication tools in one place. Such platforms have many benefits for remote teams.
Unified communication as a service (UCaaS) focuses on internal communication and helps keep distributed teams connected. Therefore, it supports team collaboration and connectivity. So, how exactly can your remote teams use a UC platform?
1. Use VoIP & UCaaS to increase mobility and virtual collaboration. Make and receive calls via the internet no matter the location. Use the GCF Softphone to convert any device into a business phone.
2. Take advantage of the variety of features and services available to make remote communication smooth. Top features include international call forwarding, global call routing, outbound calling with a local caller ID, hosted call recording, SMS and fax options, and more.
3. Maintain productivity and efficiency even with distributed teams. By tracking time, reviewing call records, and conducting regular meetings, your teams continue to be accountable for the work they do, even if they are not working out of the office.
Need UCaaS to power global voice coverage for your remote teams? Speak with our telecom experts today to get the right solutions for your company.
The COVID-19 pandemic led to many businesses switching to remote work or work-from-home set-ups. Here we will outline the different remote work solutions businesses can adopt to make work-from-home easier and manageable:
Virtual phone numbers help businesses make and receive business calls from any location and device. This means that your remote teams can make and receive calls through the business phone number, even when they are not in the office. And so, they will not have to use their personal phone numbers for business-related calls. If you don’t already have a virtual phone number, go to our homepage and sign up for a new business phone number or port your existing phone number to our service.
Call routing or call forwarding is a telecom service that enables users to route calls from one line to another. In other words, your customers can call your business number, and the call gets routed to your employees’ home phones or smartphones. You can even set up different call routing rules such as:
Call routing helps your business continue to offer sales and support even as employees work from home.
Equip your remote teams with an easy-to-download and use softphone or web dialer. These are webphones that can be downloaded on browsers, desktops, or as an app. Through a softphone:
For more internal collaboration, consider chat and video conferencing tools such as Google Chat, Google Meet, Zoom, etc., to help your employees easily connect with each other in real-time and work together. This is especially helpful with monthly meetings, handovers, product development, and more.
You may even consider using a project management system or content management system to track everyone’s projects and tasks, view updates and progress, track work time, and collaborate on projects. Popular examples include Teamwork, Trello, Monday, etc.
1. Go to the link here and the file will automatically start to download
2. Locate the dmg file on your desktop and double click it.
3. When the popup appears, drag the GCF Softphone icon to your Applications folder
4. In the Applications folder, double click the GCF Softphone icon. A permission window will appear, click “Open”
5. The Softphone will open and allow you to sign in.
The GCF Softphone is part of a comprehensive Outbound Calling service, designed to help businesses connect with local and international customers.
The softphone is currently available for Windows PC users via the Microsoft Store.
1. Go to Microsoft Store here and download the GCF Softphone app. You can also search for ‘GCF Softphone’ in the Microsoft Store.
2. Locate the GCF Softphone app (Downloads folder), and double click it to open the softphone.
Let’s look at what you can do with the GCF Softphone:
1. Once downloaded, log in with your Outbound Calling User ID and password. You will then see a dialpad.
2. Please enter the phone number that you would like to call.
Note: Always enter the country code before the rest of the number. For international calls, dial 00 followed by the full phone number (country code included).
3. Click the green phone icon to initiate the call.
For first-time users, by default, the Settings window will appear and require you to select your desired Country and Lines.
1. To change your Caller ID, click Settings in the bottom-right corner.
2. From the Outgoing Caller ID section, change the Country and Lines from the dropdown options.
3. Return to the dialpad to start making outbound calls with your customized caller ID. Your changes will be applied automatically.
Connect the GCF Softphone with leading CRM platforms and enjoy features like automatic data sync, click-to-call, and more. See how to integrate with:
You can also use the softphone alongside our GCF Click-to-Dial Chrome extension which recognizes phone numbers on any Chrome webpage. Directly initiate calls from these web pages by clicking the call button next to the number.
1. Click here to install the GCF Chrome extension.
2. Then, follow the above softphone installation instructions to set up the Windows softphone.
3. Once the extension is activated and the Softphone is opened and ready for use, both will automatically connect.
4. On a browser, select the desired phone number and click the green phone icon. It will automatically put the phone number in the softphone.
5. Click on the Call button to call to initiate the call. You can also toggle the extension’s settings to Dial immediately, making it easier to make calls quickly.
Have questions? Chat with your account manager today!
Country calling codes, also known as dial-in codes, are telephone number prefixes used to reach telephone subscribers in other countries. Country codes must be entered when dialing a telephone number in another country.
Country calling codes are grouped according to geographical zones.
Source: International Calling Prefixes – Global Call Forwarding
Members of the North American Numbering Plan (NANP) are assigned three-digit area codes under the common country prefix 1. The numbers are displayed in the format +1 + area code + telephone number.
+1 – Canada
+1 – United States, including United States territories:
+1 340 – United States Virgin Islands
+1 670 – Northern Mariana Islands
+1 671 – Guam
+1 684 – American Samoa
+1 787 / 939 – Puerto Rico
+1 Many, but not all, Caribbean nations and some Caribbean Dutch and British Overseas Territories:
+1 242 – Bahamas
+1 246 – Barbados
+1 264 – Anguilla
+1 268 – Antigua and Barbuda
+1 284 – British Virgin Islands
+1 345 – Cayman Islands
+1 441 – Bermuda
+1 473 – Grenada
+1 649 – Turks and Caicos Islands
+1 664 – Montserrat
+1 721 – Sint Maarten
+1 758 – Saint Lucia
+1 767 – Dominica
+1 784 – Saint Vincent and the Grenadines
+1 809 / 829 / 849 – Dominican Republic
+1 868 – Trinidad and Tobago
+1 869 – Saint Kitts and Nevis
+1 876 / 658 – Jamaica
Related: Buy a USA phone number
Aruba, Faroe Islands, Greenland, and British Indian Ocean Territory are also included in Zone 2.
+20 – Egypt
+210 – unassigned
+211 – South Sudan
+212 – Morocco
+213 – Algeria
+214 – unassigned
+215 – unassigned
+216 – Tunisia
+217 – unassigned
+218 – Libya
+219 – unassigned
+220 – Gambia
+221 – Senegal
+222 – Mauritania
+223 – Mali
+224 – Guinea
+225 – Ivory Coast
+226 – Burkina Faso
+227 – Niger
+228 – Togo
+229 – Benin
+230 – Mauritius
+231 – Liberia
+232 – Sierra Leone
+233 – Ghana
+234 – Nigeria
+235 – Chad
+236 – Central African Republic
+237 – Cameroon
+238 – Cape Verde
+239 – São Tomé and Príncipe
+240 – Equatorial Guinea
+241 – Gabon
+242 – Republic of the Congo
+243 – Democratic Republic of the Congo
+244 – Angola
+245 – Guinea-Bissau
+246 – British Indian Ocean Territory
+247 – Ascension Island
+248 – Seychelles
+249 – Sudan
+250 – Rwanda
+251 – Ethiopia
+252 – Somalia
+253 – Djibouti
+254 – Kenya
+255 – Tanzania
+255 24 – Zanzibar, in place of never-implemented +259
+256 – Uganda
+257 – Burundi
+258 – Mozambique
+259 – Unassigned, was intended for People’s Republic of Zanzibar but never implemented – see +255 Tanzania
+260 – Zambia
+261 – Madagascar
+262 – Réunion
+262 269 / 639 – Mayotte (land / mobile, formerly with +269 Comoros)
+263 – Zimbabwe
+264 – Namibia
+265 – Malawi
+266 – Lesotho
+267 – Botswana
+268 – Eswatini
+269 – Comoros (Mayotte was here but moved to +262 Réunion)
+27 – South Africa
+28x – Unassigned (Reserved for country code expansion)[1]
+290 – Saint Helena
+290 8 – Tristan da Cunha
+291 – Eritrea
+292 – Unassigned
+293 – Unassigned
+294 – Unassigned
+295 – Discontinued (was assigned to San Marino, see +378)
+296 – Unassigned
+297 – Aruba
+298 – Faroe Islands
+299 – Greenland
+30 – Greece
+31 – Netherlands
+32 – Belgium
+33 – France
+34 – Spain
+350 – Gibraltar
+351 – Portugal
+352 – Luxembourg
+353 – Ireland
+354 – Iceland
+355 – Albania
+356 – Malta
+357 – Cyprus
+358 – Finland
+358 18 – Åland Islands
+359 – Bulgaria
+36 – Hungary (formerly assigned to Turkey, see +90 below)
+37 – Discontinued (was assigned to East Germany until reunifying with the West. See Germany’s country code +49 below)
+370 – Lithuania (formerly +7 012)
+371 – Latvia (formerly +7 013)
+372 – Estonia (formerly +7 014)
+373 – Moldova (formerly +7 042)
+374 – Armenia (formerly +7 885)
+374 47 – Artsakh (landlines, formerly +7 893)
+374 97 – Artsakh (mobile phones)
+375 – Belarus
+376 – Andorra (formerly +33 628)
+377 – Monaco (formerly +33 93)
+378 – San Marino (formerly +39 549)
+379 – Vatican City assigned but uses Italian +39 06698.
+38 – Discontinued (was assigned to the Socialist Federal Republic of Yugoslavia until its break-up)
+380 – Ukraine
+381 – Serbia
+382 – Montenegro
+383 – Kosovo
+384 – unassigned
+385 – Croatia
+386 – Slovenia
+387 – Bosnia and Herzegovina
+388 – Discontinued (was assigned to the European Telephony Numbering Space)[1][2]
+389 – North Macedonia
+39 – Italy
+39 06 698 – Vatican City (assigned +379 but not in use)
+39 0549 – San Marino (if calling from Italy)
+41 91 – Italy (This is the dialling code for the Italian exclave of Campione d’Italia)
+40 – Romania
+41 – Switzerland
+41 91 – Italy (This is the dialling code for the Italian exclave of Campione d’Italia)
+42 – Discontinued (was assigned to Czechoslovakia until its breakup)
+420 – Czech Republic
+421 – Slovakia
+422 – Unassigned
+423 – Liechtenstein (formerly +41 75)
+424 – Unassigned
+425 – Unassigned
+426 – Unassigned
+427 – Unassigned
+428 – Unassigned
+429 – Unassigned
+43 – Austria
+44 – United Kingdom
+44 1481 – Guernsey
+44 1534 – Jersey
+44 1624 – Isle of Man
+45 – Denmark
+46 – Sweden
+47 – Norway
+47 79 – Svalbard
+48 – Poland
+49 – Germany
+500 – Falkland Islands
+500 x – South Georgia and the South Sandwich Islands
+501 – Belize
+502 – Guatemala
+503 – El Salvador
+504 – Honduras
+505 – Nicaragua
+506 – Costa Rica
+507 – Panama
+508 – Saint-Pierre and Miquelon
+509 – Haiti
+51 – Peru
+52 – Mexico
+53 – Cuba
+54 – Argentina
+55 – Brazil
+56 – Chile
+57 – Colombia
+58 – Venezuela
+590 – Guadeloupe (including Saint Barthélemy, Saint Martin)
+591 – Bolivia
+592 – Guyana
+593 – Ecuador
+594 – French Guiana
+595 – Paraguay
+596 – Martinique (formerly assigned to Peru, see +51 above)
+597 – Suriname
+598 – Uruguay
+599 – Former Netherlands Antilles, now grouped as follows:
+599 3 – Sint Eustatius
+599 4 – Saba
+599 5 – Formerly Sint Maarten – Now included in NANP as code +1-721 (see Zone 1, above)
+599 7 – Bonaire
+599 8 – Formerly Aruba – See country code +297 above
+599 9 – Curaçao
+60 – Malaysia
+61 – Australia (see also +672 below)
+61 8 9162 – Cocos Islands
+61 8 9164 – Christmas Island
+62 – Indonesia
+63 – Philippines
+64 – New Zealand
+64 xx – Pitcairn Islands
+65 – Singapore
+66 – Thailand
+670 – East Timor (formerly +62 39 under Indonesian rule) – formerly Northern Mariana Islands which is now included in NANP as code +1-670 (See Zone 1, above)
+671 – Formerly Guam – Now included in NANP as code +1-671 (See Zone 1, above)
+672 – Australian External Territories (see also +61 Australia above; was originally assigned to Portuguese Timor, see +670 above)
+672 1x – Australia Australian Antarctic Territory
+672 3 – Norfolk Island
+673 – Brunei
+674 – Nauru
+675 – Papua New Guinea
+676 – Tonga
+677 – Solomon Islands
+678 – Vanuatu
+679 – Fiji
+680 – Palau
+681 – Wallis and Futuna
+682 – Cook Islands
+683 – Niue
+684 – Formerly American Samoa – Now included in NANP as code +1-684 (See Zone 1, above)
+685 – Samoa
+686 – Kiribati
+687 – New Caledonia
+688 – Tuvalu
+689 – French Polynesia
+690 – Tokelau
+691 – Federated States of Micronesia
+692 – Marshall Islands
+693 – Unassigned
+694 – Unassigned
+695 – Unassigned
+696 – Unassigned
+697 – Unassigned
+698 – Unassigned
+699 – Unassigned
+7 – Russia
+7 6xx / 7xx – Kazakhstan
+7 840 / 940 – Abkhazia
| +800 – International Freephone (UIFN) +801 – Unassigned +802 – Unassigned +803 – Unassigned +804 – Unassigned +805 – Unassigned +806 – Unassigned +807 – Unassigned +808 – Reserved for Shared Cost Services +809 – Unassigned +81 – Japan +82 – South Korea +83x – Unassigned (Reserved for country code expansion)[1] +84 – Vietnam +850 – North Korea +851 – Unassigned +852 – Hong Kong +853 – Macau +854 – Unassigned +855 – Cambodia +856 – Laos +857 – Unassigned, formerly ANAC satellite service +858 – Unassigned, formerly ANAC satellite service +859 – Unassigned |
+86 – China +870 – Inmarsat “SNAC” service +871 – Unassigned (formerly used by Inmarsat, Atlantic East), discontinued in 2008 +872 – Unassigned (formerly used by Inmarsat, Pacific), discontinued in 2008 +873 – Unassigned (formerly used by Inmarsat, Indian), discontinued in 2008 +874 – Unassigned (formerly used by Inmarsat, Atlantic West), discontinued 2008 +875 – Reserved for Maritime Mobile service +876 – Reserved for Maritime Mobile service +877 – Reserved for Maritime Mobile service +878 – Universal Personal Telecommunications services +879 – Reserved for national non-commercial purposes +880 – Bangladesh +881 – Global Mobile Satellite System +882 – International Networks +883 – International Networks +884 – Unassigned +885 – Unassigned +886 – Taiwan +887 – Unassigned +888 – Telecommunications for Disaster Relief by OCHA +889 – Unassigned +89x – Unassigned (Reserved for country code expansion) |
| +90 – Turkey +90 392 – Northern Cyprus +91 – India +92 – Pakistan +92 582 – Azad Kashmir[3] +92 581 – Gilgit Baltistan[3] +93 – Afghanistan +94 – Sri Lanka +95 – Myanmar +960 – Maldives +961 – Lebanon +962 – Jordan +963 – Syria +964 – Iraq +965 – Kuwait +966 – Saudi Arabia +967 – Yemen +968 – Oman +969 – Unassigned – originally South Yemen, now covered under 967 Yemen (formerly North Yemen) +970 – Palestine +971 – United Arab Emirates +972 – Israel +973 – Bahrain |
+974 – Qatar +975 – Bhutan +976 – Mongolia +977 – Nepal +978 – Unassigned – originally assigned to Dubai, now covered under 971 +979 – International Premium Rate Service – originally assigned to Abu Dhabi, now covered under 971 +98 – Iran +990 – Unassigned +991 – International Telecommunications Public Correspondence Service trial (ITPCS) +992 – Tajikistan +993 – Turkmenistan +994 – Azerbaijan +995 – Georgia +995 34 – South Ossetia +995 44 – Abkhazia[4][5] – see also +7 840, 940 +996 – Kyrgyzstan +997 – Kazakhstan, only for SIM cards ICCID +998 – Uzbekistan +999 – Reserved for future global service |
Black and white lists are a great feature to reduce spam calls. Black lists will block calls from phone numbers on the list. White lists will only allow calls from numbers on the list. Please follow these steps to set up a black or white list.
Enable either Black List or White List and add numbers to your list.
6. Click Save.
The fax forwarding feature enables you to forward faxes to email. Follow the steps below to set up fax forwarding.
Voicemail can be accessed from the control panel and it can be forwarded to email. Here are the steps to access voicemail recordings.
Related: How to Configure Voicemail
Users may set up a voicemail at no extra cost. Here are the steps to configure voicemail in the control panel:
1. Log in to the control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click on the line that you would like to modify.
4. Click the Settings icon on the far right.
5. Select Call Forwarding from the horizontal menu and then Voicemail from the sub-menu.
From here you will be able to set your voicemail and choose up to 2 email addresses where you would like all voicemails and faxes delivered.
5. Upload or Record an Unavailable Message.
6. Click Save Changes.
Users may set a customized greeting to professionally answer calls at no extra cost. Custom greetings can be configured in the control panel. You may upload an MP3 or record your greeting from the control panel directly.
Here are the steps to set up a custom phone greeting:
Users may configure IVR (interactive voice response) to greet callers, offer a predetermined list of menu options, and route callers to the appropriate extension. IVR is included free with our business phone service and can be set up from the control panel.
Here are the steps to configure IVR:
1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click the Setting icon on the line that you would like to modify.
4. Click the Call Forwarding tab and select IVR.
5. Click the Manage IVR Applications to customize your IVR processes in our IVR call flow builder.
6. Next, hover to the right side of the screen to upload prompts and add or create lists of phone numbers and email addresses in their respective tabs:
To upload prompts and voice messages:
Click on the Prompts tab and then Add a new prompt. Here, you can upload or record a prompt and voice message. This is what customers will hear when interacting with your phone system. You can include greetings, company information and updates, directional or navigational instructions, and more.
Pro tip: Save the new prompt with a descriptive and memorable title. Example: Opening greeting or IVR main navigation menu.
To add new phone numbers:
Click on the Phones tab and then Add a new phone. Here, you can create a list or hunt group with multiple destination sip or phone numbers. This can be your sales team in the head office or your remote customer service team located in a different country.
You can also choose what type of Ring Mode you want for this hunt group:
Sequential routing: Route calls down the list, always starting with the first in line.
Random routing: Route calls randomly to people within the list.
Simultaneous ringing: Route the incoming call to everyone on the list at the same time.
Pro tip: Save the title with a descriptive name such as Customer service team UK for your service team in the UK. If it is an individual, then save it as [name] + phone number + location.
Example: Peter phone number UK.
To add email addresses:
Click on the Emails tab and then Add a new email. Here, you can create a list with one or multiple email addresses.
Pro tip: Save the title of the new list as [name / department name] + email address.
Example: Peter email address or Billing email addresses. This way, you can potentially send incoming fax messages and invoices directly to your Billing directly.
7. Click on Create New Application and select User Menu to start building your IVR menu.
8. When creating the User Menu, you will need to include:
Prompt: A main voice message that welcomes the caller and gives them different menu options. Choose from the ones you uploaded or recorded earlier.
Interruptable option: Whether callers can or cannot interrupt the message played.
Maximum wait period: How long callers will have to wait.
Repeat: Number of times the message will repeat
Possible trigger for each key (number on the keypad): Choose from the different possible actions and triggers. You can assign each key (1, 2, 3, etc) to a specific target such as a hunt group, department, voicemail, list of email addresses, etc. Here is where you use the phone number and email lists you created before. These are the actions and trigger available:
Example: #1 will send the call to the customer service department list. #2 will send the call to the billing department list. #3 will send the caller to voicemail.
Invalid: Choose what happens the caller presses the wrong key or number.
Timeout: Choose what happens when the message has repeated the desired number of times but no key was pressed by the caller.
Example: Caller cannot find the right option within the menu so they don’t press a key. You can send the caller to voicemail so they can leave a detailed message for assistance.
9. Click Close on the bottom right of the editor to save your rule.
Have more questions? Please contact us via phone or live chat. We are happy to help customers with their IVR setup.
Calling or sending messages to an international phone number may require different formatting than calling or sending messages to standard local numbers. This guide explains the proper way to format international phone numbers in order to ensure the deliverability of your international phone calls.
We recommend that you use E.164 formatting when dialing an international telephone number. The E.164 format entails the following:
For example, here is a US number written in standard local formatting: (561) 276-7156. Here is the same phone number written in the E.164 format: +15612767156
In a number of countries outside the United States, the addition of a ‘0’ in front of the subscriber number is required when dialing a mobile phone number locally. With E.164 formatting, the ‘0’ must be removed.
As an example, here is a UK mobile number in standard local formatting: 074 4295 4275. Here is the same phone number in E.164 formatting: +447442954275
The phone numbers that we provide generally follow the same rules as any other local telephone number. Domestic calls should be dialed just like any standard number.
We recommend that you display your new phone numbers according to E.123 (https://www.itu.int/rec/T-REC-E.123) formatting. E.123 provides guidelines for the presentation of national and international telephone numbers, email addresses, and web addresses.
International phone numbers may require additional formatting, but these can be dialed just like any standard number from the destination country.
Attended call transfer is a web dialer feature that enables a user to relocate a telephone call to another user by pressing a button. Here are the steps to do so:
1. Log in to your GCF softphone or web dialer.
2. Next, place your call. Once the call is connected, click the Person icon in the top-left corner.
3. The available users will appear with a green circle next to their name. Click the transfer icon on the right side of the user that you would like to transfer the call to.
4. You will have two options: Call Merge and Call Transfer.
The merge feature will initiate a three-way conference call, while call transfer will simply transfer the call to another extension.
Free in-network calling is available to web dialer users. You’re able to call other users in your network by entering their extension numbers and clicking on the call button.
If you don’t know the extension of the person you are trying to call, please follow these steps:
3. The active users in your network will appear with a green circle next to their names. Click on the phone icon to the right of the user that you would like to call.
Caller experience is important for the success of any business. When customers call for inquiries or customer support, they expect quick and accurate resolutions. And simultaneous ring is one such tool to help your business meet these expectations.
Simultaneous ring or simultaneous ringing is a feature that rings multiple phones with one number. This is a call routing strategy that lets incoming calls ring on multiple devices so that the next available customer service rep or employee can answer the phone quickly.
With this feature, you can have calls ring on office phones, smartphones, remote workers’ phones, etc. However, the caller is not aware of where the call is being answered. They simply dial your business phone number, even if it routes to a remote employee’s cell phone.
Simultaneous Ring will ring several different phone numbers at the same time. The ringing stops when the call gets answered.
Please follow these instructions to set up the simultaneous ring feature:
1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click on the Settings Icon line that you want to modify.
4. Click on the Advanced Routing tab.
5. Under Forwarding Rules, select Go to Rules.
6. Create a new rule for your desired results.
By default, you will be able to ring up to ten phones at the same time. However, this number can be increased as you wish. Please contact your account manager for increased simultaneous ring capacity.
Simultaneous ring is a common feature for businesses dealing with high call volumes. These companies do not want to miss out on important calls or keep their callers on hold for long. And so, simultaneous ringing is a convenient option. Use this feature when call traffic is especially high and turn off, when not needed.
1. Calls Automatically Route to Designated Lines or Numbers
You can set up pre-determined rules for your call routing needs. Decide where you want calls to ring and during what periods of time. Then, incoming calls will automatically ring on these lines and devices. You don’t have to re-do or reprogram the settings unless you want to make small adjustments, such as adding or removing a device.
2. Achieve Greater Mobility and Flexibility without Missing Calls
Since different lines and devices can be added, you can include various employees within your ring groups. These employees may include:
By doing so, you can increase the chances of all calls being answered without long wait periods.
3. Reduce the Number of Abandoned Calls
Most businesses that bank on customer service for growth and success face the common issue of abandoned calls. These are customers who called for sales or customer service needs and hung up because:
Simultaneous ring can help reduce these abandoned calls by increasing the chances of the calls being answered.
4. Feel the Combined Power of Ring Groups and Line Hunting
Simultaneous ringing works by ringing multiple lines or ring groups. Line hunting or sequential forwarding, on the other hand, has the call run through a sequence of agents to get to the next agent. However, with advancements in VoIP phone systems, you can use both ring groups and line hunting together to create a powerful communication system that will help you tackle common customer service complaints.
5. Improve Caller Experience & Customer Satisfaction
Finally, you can use simultaneous ring in conjunction with other advanced communication tools to enhance caller experience and offer better customer service. For businesses that thrive on customer relations, these features can help with increasing first call resolution rates, lowering abandoned call rates, and increasing customer happiness.
You can get simultaneous ringing with any Global Call Forwarding phone number plan. This feature comes with additional communication tools such as sequential forwarding (line hunting), international call forwarding, and more. Call us today to see how our features and services can benefit your specific business!
Looking for ways to improve how your business offers customer service? Make your company accessible during off-hours by using time-of-day routing.
The time-of-day routing feature enables you to forward calls to different destinations depending on the time of day or the day of the week. This means that you can have calls routed to the main office, satellite offices, remote workers, or your home office during off-hours or the weekends, and so on.
Here is how to set up time-based routing in six easy steps.
1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the dashboard.
3. Click on the Settings Icon on the line that you would like to modify.
Underneath Call Forwarding, click Advanced Routing.
Adjust the Forwarding Rules according to your preferences. Changes will take effect based on the Activity Time Zone that you chose (under the General tab). By default, it is set to the US Eastern time zone.
4. Click Save Changes.
If a call is received at a day or time combination that is not covered by any rule, the call will automatically go to voicemail, if voicemail is enabled, or rejected otherwise.
Let’s look at the top 4 time-based routing strategies you should consider:
1. Routing for After-Hours Calls
Time of day routing allows users to route calls that come in after-hours to specific employees’ or managers’ home offices or to voicemail. This way, after-hours calls from valued customers don’t go unanswered. Furthermore, with the voicemail-to-email feature, you can set incoming voicemails to be delivered to your email that you can check when at home and return those calls the next day.
2. Routing to Satellite Offices and Remote Employees
Most businesses will use time-based routing to distribute calls to satellite offices and remote workers. This is useful during high call traffic periods such as when your company is running promotions and specials or holiday sales. You can use routing strategies to ensure that calls continue moving without long wait times and abandoned calls.
3. Routing to Virtual Assistants or Call Center Outsourcing Companies
Some companies — especially small businesses — use virtual assistants or call center outsourcing companies to handle their customer service needs. With a time of the day routing feature, you can send incoming calls to these services during certain times of the day when you need to use them the most.
4. Routing on Holidays
You can also use time-based routing by having incoming calls made during holidays sent to employees still on-call. These may be top managers and supervisors or remote agents. It is not common for companies to offer customer service during prominent public holidays. And so, your company’s ability to do so will make it stand out and seem more reliable.
Furthermore, if your company is the kind that benefits from holiday seasons such as Christmas, Thanksgiving, etc., you may experience high call volumes during these periods. Being able to route calls to additional workers or outsourcing companies can be helpful during these times.
Set up time-based routing if your business experiences a high call volume that may burden your current employees. As a manager, you can prepare your employees and give them the tools they need to increase conversions and improve customer satisfaction. Want to learn more about call routing strategies, speak with one of our experts today!
You will be able to modify your caller ID to show any number that you are subscribed to on our network.
1. To get started, please log in to the web dialer.
2. Click Settings in the bottom-right corner.
3. From the drop-down menu, choose the Outgoing Caller ID that you would like to show.
4. Return to the keypad to start making outbound calls with your customized caller ID. Your changes will be applied automatically.
It is very easy to make international calls using the GCF Softphone and Web Dialer. Here’s how:
1. Please download the GCF Softphone app to your desired device:
2. Once downloaded, log in with your Outbound Calling User ID and password. You will then see a dialpad.
3. Please enter the phone number that you would like to call.
Note: Always enter the country code before the rest of the number. For international calls, dial 00 followed by the full phone number (country code included).
4. Click the green phone icon to initiate the call.
It is very easy to make international calls using the GCF web dialer. Here’s how:
1. Log in to the web dialer with your Outbound Calling User ID and password.
2. Upon logging in, you will see a dialpad.
3. Please enter the phone number that you would like to call.
Note: Always enter the country code before the rest of the number. For international calls, dial 00 followed by the full phone number (country code included).
4. Click the green phone icon to initiate the call.
Customers are automatically assigned a UserID/PIN and password after they purchase outbound calling services. Your credentials will be emailed to you as part of your service confirmation letter. Here’s what it looks like:
You can also log in to your control panel to find your credentials:
1. Click Outbound Calling on the left-hand side of the control panel to reveal all outbound lines.
2. Your UserID/PIN for each outbound calling line will be displayed under the PIN column.
3. Click the Line’s description to view and / or modify your password.
4. Line password will be displayed.
5. In order to change your password, please enter a new password here and click Save Changes.
Please note that changing your password will automatically log other users out of the system.
Log in to the GCF Web Dialer with your UserID and outbound calling password to get started.
RollOver will carry over your unused plan minutes into the next month. You can activate RollOver in your account.
1. Log in to your control panel. Click My Phone Numbers on the left-hand side of the dashboard.
2. Determine which service line you would like to add RollOver to and click on the Service Plans icon.
3. Check the Add RollOver for $ / Month box.
4. Click on Upgrade Plan.
Customers have full access to call detail records (CDRs), which include dates and times of calls, caller ID, call termination, and call duration. CDRs can be downloaded in a variety of formats.
Get started by logging in to your control panel.
1. On the left-hand side of the portal, click Billing & Payments.
2. Select Invoices from the horizontal menu.
3. Download your desired date and format.
There are a number of valuable insights that can be learned from your call detail records once they are exported to Excel or another business software. We do provide API access to enable real-time synchronization. Please contact us to learn more.
Related: How to View Call Detail Records
Record incoming and outgoing phone calls on our network. Our hosted call recording platform enables businesses to listen to and download call recordings. Call recording can be added to any service line. Get started by logging into your control panel.
1. Click My Phone Numbers from the left-hand side of the dashboard.
2. Click on the Recording icon for the service line that you would like to record calls.
3. Toggle the menu option to the right from Status Off to Status On.
4. Click Save Changes to confirm your request.
Related: How to Download Call Recordings
You can add SMS forwarding to any number that is SMS-capable. There will be an icon if the number has SMS capabilities.
Incoming SMS can be forwarded to up to two email addresses. These forward-to email addresses can be changed at any time.
1. Log in to your control panel. Click My Phone Numbers from the left-hand side of the dashboard.
2. On the number line you wish to add SMS, click on the SMS icon.
3. Select an SMS forwarding plan.
4. Click Save Changes to confirm your order.
