General
How can I purchase new local or toll free telephone numbers?
New local or toll free numbers can be purchased from our website. If you are a current customer, you can order from your Account Management control panel. A free trial is available for businesses to test our services. Start by clicking on the link that says "Signup Now" on the menu bar of our website.
What kinds of toll free and local phone numbers are available from KoalaCalling.com?
For the United States, we offer toll free numbers with the following prefixes:
1-800
1-844
1-855
1-866
1-877
1-888
We also have local numbers with area codes for almost every state and city.
Are toll free numbers from KoalaCalling.com accessible from other countries?
Toll free numbers are assigned to the country they originate and are not accessible internationally. There are some general exceptions to this rule.
Canadian toll free numbers, for instance, are accessible from the US and vise versa. Additionally, certain toll free numbers in the US can be reached by some telecommunication providers in the United Kingdom and other countries. However, this usually is not the case and it's usually not for free for the caller who is charged local US call rates.
Are the numbers sold by KoalaCalling.com mobile accessible?
KoalaCalling.com does have toll free numbers that are mobile accessible. However, some countries don't have mobile accessibility with their toll free numbers available. You can view accessibility and restriction information when you select your phone number on the Sign Up form under "see additional info and restrictions."
Does KoalaCalling.com offer custom IVR service & extensions?
Yes, KoalaCalling.com DOES offer a custom IVR and extensions service. The cloud IVR menu with advanced options enables customers to set up complex rules, more than one greeting, and other settings. Basic IVR set-up incurs no additional cost. However, advanced IVR setup may have a reasonable development fee, depending on the case. We can provide professional voice recordings and prompts with a custom service quote. Contact us for more information on advanced IVR set-up.
Can callers be sent to voicemail?
Yes, voicemail options can be activated through the control panel. Missed calls automatically go to voicemail and can be instantly forwarded to your email address as a digital file audio file.
What if I want to cancel my account?
If, for any reason, you are not satisfied with your service, we ask that you do let us know what is wrong and why you are not fully satisfied before you cancel. If you don't have time and just want to cancel your service, we understand that and it can be done easily.
Cancellations go into effect starting from the next billing cycle and can be submitted by email or through the control panel before the end of the current month, in order to avoid any service charges for the next month.
How can I contact KoalaCalling.com?
You can contact us here.
How many phone numbers can I have on my account?
There is no limit to the number of lines you can have on your account. You can get as many numbers as you need to make your business communication system effective and reliable.
Are there any long-term commitments?
No. You are not required to sign any long-term contracts for using our services. If you are not satisfied with our service, you can cancel your account or services at any time.
What is a vanity number?
A vanity number uses patterns or letters to create a business number that is memorable and attracts customer attention. There are two different types of vanity numbers: The first type is when the number represents a word that needs to be typed on the phone keypad. An example includes 1-800-THE-WORD or 1-800-HURT-NOW. The second type of vanity number is one that follows a pattern that is easy to remember. An example of this could be 1-800-888-8888 or 1-561-561-5611. You can order a vanity number by filling out the form on this page.
Does KoalaCalling.com offer vanity phone numbers?
Yes, KoalaCalling.com does offer customized vanity local and toll free numbers from multiple countries. It's easy to request one! Simply fill out this form to request your customized vanity number and check number availability.
Can a caller recognize that I am not in the geographic location they are calling?
No, callers won't be aware of where you are calling from, unless you tell them. Custom caller ID and customized international ringback tones are available to be set via the control panel for additional authenticity.
How can KoalaCalling.com help my business?
Expanding your business internationally is easy with USA Call Forwarding numbers available in over 150 countries both local and toll free. Aside from their practical uses, this will also help your company improve its image and credibility. Here's what your business has to gain:
- Credibility
- Access for customers
- Quality Service
- Increased exposure to markets worldwide
- Customization through service features
- Analytics for call metrics
- Amazing, affordable prices
- Dedicated account representatives.
SMS
Does the SMS forwarding service feature work for verifications?
No. Our SMS service is designed for communication with your customers, family, and friends. Most services sending verification SMS messages are able to detect numbers which are not mobile for security reasons in order to prevent fraud. `
As a consequence of this, we are unable to support service activation SMS messages from banks, financial companies, and many other automated services. Our in-house fraud prevention team has a zero-tolerance policy in regards to fraudulent activity, including using our numbers to illegally register accounts with web services.
Is it possible to receive SMS / text messages directly via my phone's text or SMS inbox?
Currently, our system is set up to forward SMS messages to your email and not directly to your phone number. But no worries, we have an alternative that works for most people!
There is a way to receive incoming SMS messages directly in your SMS inbox. This doesn't work for all carriers, but most service providers provide a free "email to text" service which gives users the ability to receive SMS messages through an email address.
Here's an example:
T-Mobile has a service that delivers email sent to [email protected] to the phone's SMS inbox directly. You can find the specific email format for your given service provider and use it to receive incoming SMS in your phone's SMS inbox directly.
US Companies E-Mail to SMS Addresses
Alltel: [email protected]
AT&T: [email protected]
Boost Mobile: [email protected]
T-Mobile: [email protected]
Project Fi: [email protected]
Metro PCS: [email protected]
Cricket Wireless: [email protected]
Virgin Mobile: [email protected]
Sprint: [email protected]
Verizon: [email protected]
Nextel: [email protected]
US Cellular: [email protected]
Canadian Companies E-Mail to SMS Addresses
Bell Canada: [email protected]
Bell MTS: [email protected]
Fido Solutions: [email protected]
Freedom Mobile: [email protected]
Koodo Mobile: [email protected] & [email protected]
PC Mobile: [email protected]
Rogers Communications: [email protected]
SaskTel: [email protected]
Telus: [email protected]
Virgin Mobile: [email protected]
UK Companies Email to SMS Addresses
Virgin Mobile UK: [email protected]
Three: [email protected]
T-Mobile UK: [email protected]
O2 UK: [email protected]
More can be found here.
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Do I see the caller ID of the person sending the SMS / text message in my emails?
Yes, our system does receive the sender's caller ID for incoming text messages and forwards that information to your email, along with the full content of the SMS message.
Is it possible for me to receive SMS / text messages from other countries?
Your SMS-enabled number is able to receive messages from networks within the origination country of the selected number. Most of the time, it will also receive messages from other countries across the globe. Because international mobile networks are not always updated with newly assigned SMS-enabled numbers, we can't guarantee delivery of SMS messages sent to your number from other countries.
Where do I receive text messages that are sent to my number?
When you purchase an SMS-enabled number from us, we forward your incoming text messages to your preselected email address. If you haven't assigned a specific email to your SMS-enabled number, our system will forward the text / SMS message to your default account email address. You have access to all your SMS messages through your online account control panel.
New Numbers
Are there fees required for purchasing a new toll free or local phone number?
No. There aren't any extra fees to purchase a toll free or local phone number with us. This does not apply to UIFN numbers, which usually require a set-up fee. You'll only pay the monthly fee from the plan you select as long as you don't go over the number of minutes included. If you do go over the number of included minutes, you will pay additional per minute rates.
If I don't want a number after I purchase it, can I get a refund?
Yes, absolutely. We offer a 100% satisfaction guarantee. We ask that you do report any issues you experience before making a final decision to cancel. If you would like to cancel your service, please contact us with your issue within the first 30 days of service activation and we will work with you to get your account cancelled and an appropriate refund issued.
How many phone numbers does KoalaCalling.com have available?
We have an extensive inventory of local, toll free, national, vanity, and UIFN numbers in 160+ countries around the world. We have direct access to millions of numbers and if one is not immediately available, we can usually get it.
Are there phone numbers which require any special documentation to purchase?
Yes. Some countries will require documentation in order to get a telephone number. The documentation may include, but is not limited to:
Photo ID
Tax ID Numbers
Letter of Authorization (LOA)
Business Registration documents
Copies of Utility Bills, etc.
Is it possible to buy numbers in bulk?
Yes. There is no limit to the number of numbers you can purchase with us. A large percentage of our clients are international companies with locations all over the world. When placing an order online, you can add as many numbers as you would like to your cart. If you want a custom quote for bulk numbers, please Contact us for more information.
Can I request a phone number that I can't find on the KoalaCalling.com signup form?
Yes, absolutely. If you can't find what you're looking for on the sign up form, by all means please Contact us to request the number. We'll do everything within our power to locate that type of number for you.
Does KoalaCalling.com offer service in all countries?
Almost all! We offer numbers in more than 160 countries and regions across the globe - more than any other provider in our industry! If you'd like a number but can't find the country on our signup form, please contact us.
Do you sell Universal Phone Numbers?
Yes. We do sell UIFN numbers (Universal International Freephone Numbers) also known as Universal Toll Free Numbers, or Universal Phone Numbers. These numbers can be accessed from multiple countries or regions. There is usually a set-up cost associated with these kinds of numbers. You can purchase them on our website or by contacting us to get more information and a detailed proposal.
How many phone numbers can I have on my account?
There is no limit to the number of lines you can have on your account. You can get as many numbers as you need to make your business communication system effective and reliable.
Is it possible for me to keep my existing phone service and use USA Call Forwarding?
Yes. You can keep the phone service you already have and forward incoming calls from your new number to your existing one.
Are there any long term commitments?
No. There are no long term commitments or contracts associated with our service and you can cancel your account at any time.
Technical
Is it possible for me to view a list of all calls to my number?
Yes. You can view a complete call detail record with all call details in your control panel via billing statements and invoices. The call details appear within seconds after the call is completed and both callers hang up.
How can I contact the technical support team?
You may contact our technical support team 24 hours per day 7 days per week via phone, email, live chat, or by submitting a trouble ticket directly from your online control panel.
Is the service similar to Skype?
Yes. Our service is similar to Skype. However, we offer far more more advanced features and direct, personalized customer support. Skype does not offer international ITFS numbers but we do!
Are there limitations to how many calls I can receive during a specific time period?
No. There are no limitations to the volume of call traffic you can receive in a given time period. Our network is designed to handle volume and can be scaled up if there is the need to accommodate a larger number of calls. If you think your number will receive more than 10 simultaneous calls at any given time (10 conversations going on at the same time), then please contact our technical team and we will make sure your account is set up to handle high call volume. Note that in some instances local numbers can be unable to support more than two calls at a time.
Billing
What is a U.S. toll free number?
A U.S. toll free number is a telephone number that begins with 800, 888, 877, 866, 855, or 844 as the prefix. These numbers are free to dial for the caller.
How does a toll free number work?
Toll free numbers allow callers to reach the owner of the toll free number without paying for the call. Instead, the recipient of the call (the toll free number owner) pays for the received calls.
Who pays for calls on a toll free number?
The recipient of the call (which is the toll free number owner), pays for the received calls.
How much does a toll free number cost?
Prices can begin at $12.95 per month for a United States business toll free number. Plans are based on the amount of time your customers spend calling you. There are several plans to choose from such as the Enterprise package, which is ideal for businesses with a high demand for calls.
Are toll free numbers only for businesses?
No, toll free numbers can also be used for personal reasons.
Can incoming calls to toll free numbers be routed internationally?
Yes, this is one of the main benefits of having an international virtual toll free number. Incoming calls to toll free numbers can be routed almost anywhere in the world.
Can I make calls from my toll free number and have it appear on the Caller ID?
Yes, if you have the Outbound Calling feature connected with your virtual number you can have your number appear on caller ID's. Our customers have the ability to customize their caller ID through the customer control panel.
What is the cancellation policy?
If, for any reason, you are not satisfied with your service, we ask that you do let us know what is wrong and why you are not fully satisfied before you cancel. If you don’t have time and just want to cancel your service, we understand that and it can be done easily.
Cancellations go into effect starting from the next billing cycle and can be submitted by email or through the control panel before the end of the current month, in order to avoid any service charges for the next month. Do note, however, that there is a minimum commitment for “Personal” accounts.
Accounts that are opened for “personal” use will be subject to a minimum of three (3) months of commitment to pay for the services. An “unverified” business account will be deemed as “personal” and will be subject to the same three month minimum service commitment. If an account holder for “personal” use decides to cancel the service before the end of this minimum commitment period, then the remainder of the 3 month service cost will be charged to the customer upon closing of the account. Global Call Forwarding reserves the right to charge this 3 month minimum commitment period in advance to the customer during the account opening process.
Porting
Can I port or transfer existing toll free or local phone numbers to KoalaCalling.com?
Yes, of course! It's easy to port or transfer your existing local or toll free numbers to our service. To request your number(s) to be ported, just contact us. Let us know the actual number (country code + complete number) that you wish to port to our service.
In most cases, we do not have porting fees when the Value or higher service plans are selected for use. Once we receive the porting request an account manager will contact you.
Is it possible to port multiple toll free or local phone numbers?
Yes, you can port multiple numbers with us. No problem at all!
When should I got about cancelling my current service?
The moment your number has been ported over to our network, we will send you a confirmation email to let you know that it is working. After that, you can contact your carrier and have them disconnect the service.
What information will you require to port my number?
In order to port your number, we will need a copy of your latest invoice from your current provider with name, address, and date clearly visible.
How long does number porting take?
Number porting usually takes between 3-4 days, but in some cases can take months. This depends on a number of different factors: country, type of number, current provider, status of the number, and so on. We always work as hard as possible to get numbers ported in the shortest possible time.
What kinds of phone numbers can be ported?
You can port US toll free and local phone numbers to our service. Additionally, many European numbers can also be ported. However, phone numbers from Asia are trickier to port.
What is the definition of "port my number?"
Porting a phone number means changing phone service providers while keeping your current phone number. Some reasons to port your number include: wanting better service quality, consolidating your numbers under one network or platform, and better pricing, etc.
Is it possible to to port an existing toll free or local phone number?
Absolutely! It is possible and easy to port any existing toll free or local number. To get started, fill out the Sign Up form on our website and then send a copy of your most recent invoice to us at [email protected]. Make sure to send the portion of the invoice that shows your name (or company name) on the invoice along with the actual number that you wish to port.
What are the fees for porting a number from my current service to this service?
If you sign up for a Basic plan, there is a $10 porting fee. However, if you sign up for any plan above the Basic plan, there is no fee to port number in. Lastly, the port out fee is a minimum $25.
Virtual Numbers
What are Virtual Phone numbers?
Virtual phone numbers are business numbers that transmit voice calls over the internet instead of traditional phone lines. They use voice over IP (VoIP) technology to do so.
How do Virtual Numbers work?
Virtual phone numbers use VoIP technology to transmit voice and video calls over the internet. This means that users can make and receive calls through a stable internet connection from any location and via any device.
What types of Virtual Numbers can I get?
KoalaCalling.com provides a variety of virtual numbers for businesses such as local, toll free, international, universal toll free (UIFN), and vanity numbers.
Call Forwarding
How does Call Forwarding work?
Call forwarding works by receiving incoming calls from originating phone numbers using our network and then forwarding the calls to a desired number decided by the customer.
Does KoalaCalling.com forward calls to international phone numbers?
Yes, KoalaCalling.com forwards incoming calls to just about any phone number in the world, as well as VoIP and SIP devices.
Is it possible to forward calls to more than one number?
Yes, it is possible to forward calls to more than one phone number. This can be achieved by using various call routing features such as
- Sequential forwarding,
- Simultaneous ringing, or
- Specific time of day routing rules.
- These options are available via the control panel for no additional cost.
How often can I change the number I want to forward calls to?
You can change the number you forward calls to as many times as you like. There are no limitations. Call forwarding settings can easily be accessed and managed from the control panel.
Is there any way for callers to know their call is being forwarded?
No. Callers are unable to recognize that their call is being forwarded unless you let them know. In the control panel, you can set specific local ringback tones of origination countries for more integration.
What happens if we exceed the number of allotted minutes in our monthly plan?
If, for any reason, you go over your monthly minutes, the extra minutes will be charged at additional per minute rate. The rate can be found in your control panel.
Is it possible for calls to be routed to an IP address or VoIP device?
Absolutely! You are able to forward inbound and outbound calls to an IP address or VoIP device. We have thousands of customers that receive their calls on VoIP devices daily. Please contact us if you have questions regarding IP/VoIP forwarding and set-up.
What is Time of Day Routing and how does it work?
Time of day routing gives you the ability to decide how and where calls are routed based on the time of the day the call is received as well as the day of the week. Route calls to specific destinations during certain hours and another location during others.
Most of our customers route calls to their main office during business hours and then to remote or offsite locations outside of business hours, giving them 24/7 coverage.
Is it possible for me to enable both simultaneous and sequential ringing?
Yes. Sequential and simultaneous ringing can be achieved when using an IVR. If the IVR has a rule to route calls to a group of phones along with a failover that sends the calls to a different group, then technically simultaneous and sequential forwarding is achieved.
Call Recording
What is Call Recording?
Call recording is a business phone feature that lets you record business calls as they happen and review recordings in the future.
Can I record all incoming and outgoing business calls?
Yes, with our call recording feature, you can record up to 100% of all incoming and outgoing business calls and save those recordings for up to 6 years.
How can my business benefit from call recording?
Recordings of business calls can be used to train new employees, conduct performance reviews, comply with industry regulations, and prevent fraudulent behavior.
How do I record a call?
To record a call, click the "Record" icon within the control panel as you answer the call. You can also adjust recording rules within settings.
How do I get the Call Recording feature?
The Call Recording feature is a feature that can be added to your virtual phone number plan at a small additional price. You will see the option to add Call Recording when you complete the online Sign Up form.