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SEARCH THE FAQ
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Features
Does Callcentric support 311 dialing?
When I call someone, what phone number will they see on their caller ID?
When I call someone, will they see my name on their caller ID?
What is Call Return?
How are 3-way and 4-way calls billed?
How can another SIP user not using Callcentric call my Callcentric phone?
What is the Callcentric directory?
How do I add or remove my information from the Callcentric directory?
Does Callcentric have peering with other networks?
Does Callcentric support call transfer or call hold?
Can I send my own callerID on outbound calls?
Does Callcentric support SMS?
How do I place calls between extensions on my account?
What are the Phone Shortcut Codes for activating and deactivating specific features?
What does the Telemarketer Block Feature do? How does it work?
When the Telemarketer Block Feature is active, is there any way to have callers from known numbers bypass the automated message?
If I activate the Telemarketer Block Feature, am I 100% guaranteed to not receive any more Telemarketer/Robocalls?
The Telemarketer Block Feature is currently "greyed out" in the My Callcentric Portal, how do I activate it?
How many call treatments can I have on a single account?




Does Callcentric support 311 dialing?
Unfortunately at this time Callcentric does not provide direct 311 access.

However users who wish to access NY 311 can dial the alternate 1-212-NEW-YORK (1-212-639-9675) number in order to access this service.

Users in other states which support 311 would need to dial the local alternate number for 311. This alternate number can usually be found on the state's local 311 information page.
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When I call someone, what phone number will they see on their caller ID?
If you have a real phone number assigned to your account they will see your real phone number.

If you have multiple real phone numbers assigned to your account you can choose which number to display by logging into My Callcentric and editing your preferences.
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When I call someone, will they see my name on their caller ID?
No, not at this time.
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What is Call Return?
Call Return, sometimes also known as *69 allows you to callback the last person who called you. To use Call Return just dial *69 from your Callcentric phone and the last person who called you will automatically be dialed.
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How are 3-way and 4-way calls billed?
When you are already on a conversation with one person, and choose to add another party using 3-way or 4-way calling, additional calls will be billed as follows:

Under the North America Residential, World Select Residential, North America 500 and North America 1000 these additional calls will be included in plan.

Example 1: Under the North America 1000, if you call Jenny @ 12125551234 and then conference Mark @ 19545551234 you would use your included minutes for both calls. Once your minutes are used up you would then be billed at our Pay Per Call rates for the rest of the time spent on these calls.

Example 2: You have the North America Residential rate plan and place a call to Jenny @ 12125551234. You then add Mark, from Florida USA, @ 19545551234. Your first call will be billed $0.00 since it is considered within your rate plan. Your 2nd call (to the 3rd party) would be included in plan at no extra per minute rate. Should you choose to add a 4th person to the call the same rules would apply.

Example 3: You are on the World Select Residential and are on a call with Mathieu, from France, @3315551234 and choose to add Carlos, in Spain, @ 3415551234. The first and second calls will be included in plan. If you choose to add a 4th person to this call who lives in Italy, the duration of the call to the 4th party would also be included in plan.

NOTE: Please view the World Select Residential page for information on which countries include and do not include unlimited calling to mobile phones.
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How can another SIP user not using Callcentric call my Callcentric phone?
If someone you know has a SIP phone and would like to call your Callcentric phone, the easiest way is to get them to SIGN UP for a FREE Callcentric account.

If however they would like to dial you directly from their current phone with another provider, this can be done a few ways:

1. You can be reached at: 1777MYCCID@in.callcentric.com or MYCCNUM@in.callcentric.com. A specific example would be:

1777MYCCID@in.callcentric.com

OR

MYCCNUM@in.callcentric.com

*Where MYCCNUM is your full DID.

2. Any person/service which peers with SIP Broker can call a Callcentric user by dialing the Callcentric SIP Code - *462 - and the users Callcentric number (1777xxxxxxx). An example would be:

*4621777MYCCID

Please note that when dialing from another network you may have to dial a SIP Broker access code, then the SIP code for Callcentric and the users Callcentric number. For example from FWD you would dial: **275*46217770000001 (**275 is to access SIP Broker from FWD, *462 is the SIP Code for Callcentric on SIP Broker, and 17770000001 is a test number at Callcentric).
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What is the Callcentric directory?
The Callcentric directory is a listing of Callcentric customers that have allowed some of their information to be listed publicly for the use of other Callcentric customers. Using the Callcentric directory you can find the number of friends and family that are Callcentric customers and have listed themselves in the directory.

The Callcentric directory lists the following information:
First and Last name
Callcentric # and any real phone numbers
City, State, and Country

Additionally friends can find you by searching for your email address.
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How do I add or remove my information from the Callcentric directory?
To add or remove your information from the Callcentric directory simply login to your account, go to the preferences area and select whether you want to be listed or not in the Callcentric directory.
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Does Callcentric have peering with other networks?
Yes. Any SIP network around the world can call your Callcentric number assuming they allow SIP URI dialing. For details on how you can be reached from outside Callcentric via your SIP URI please see this FAQ.

Callcentric customers can dial to other SIP networks in a few different ways:
1. Directly dial a SIP URI from your IP phone. This normally isn't convenient to do since most phones do not easily support dialing letters ( abc ) and special symbols like period ( . ) and the at ( @ ) symbol.
2. You may use the Phone Book feature available on the MY CALLCENTRIC website to store SIP URI's which can be dialed from Speed Dial numbers like *7501, *7502, etc.
3. You can use the Click 2 Dial feature available on the MY CALLCENTRIC website to enter the SIP URI you would like to call and when you click the DIAL button a call will be placed to your Callcentric phone (or any other number you specified) and once you answer the SIP URI you entered will be called.
4. Use peering numbers. Peering numbers allow you to dial to other networks without having to dial the domain (I.E. @abc.com). Below is a list of peering partners:

**275 - SIP Broker
SIP Broker allows you to call to over 300 VoIP networks using peering codes listed here. To dial via SIP broker you would dial **275 (which is the access code for SIP Broker), then the code of the network (peer), then the number. Here are some examples:

Example 1:
**275*011188888
(Shown separated: **275-*011-188888) This calls to the SIP Broker (**275) Alias Server (*011) to the number 188888 which is the SIP Broker test announcement.

Example 2:
**275*393958
(Shown separated: **275-*393-958) This calls via SIP Broker (**275) to FWD (*393) to the number 958 on FWD which will repeat back your phone number to you.

Example 3:
**275*74712220000000
(Shown separated: **275-*747-12220000000) This calls via SIP Broker (**275) to SIP Phone (*747) to the number 12220000000 on SIP Phone which will put you in the default SIP Phone conference room.

Basically dialing **275 plus the peering number listed on this page plus the number, will get you where you want to go.
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Does Callcentric support call transfer or call hold?
We do not support call transfer locally on the Callcentric servers. Features such as call transfer or call hold would need to be implemented in the UA you are using. Specifically your UA would need to handle these features without assistance from our servers.

*You may view a list of features which we do support locally by visiting this page.

Additionally on any call transfer or hold your UA must not respond to any incoming call from Callcentric with anything but a "200 OK" or else the call transfer/hold may fail. Most IP PBX's and IP business phones will actually support these features locally without having to communicate anything back to our servers.
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Can I send my own callerID on outbound calls?
Currently the only callerIDs you are allow to send, on outbound calls, through your Callcentric account are:

  • The callerID set in your preferences (available only if you have at least one DID/number on your account)

  • The number which we verified after you requested this in a trouble ticket

  • Anonymous

If you try to send random or custom callerIDs which do not fit in the options above then they will not be accepted, and your callerID will default to one of the above beginning from the first option. This is done to prevent fraud and in general to promote a safer environment for both the Callcentric services and our users.

If you have any further questions regarding this policy you may contact us for further assistance.
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Does Callcentric support SMS?
At this time we do not support SMS. There are multiple reasons for this, the main one being the difficulty in providing uniform support for SMS across all of the carriers that we use. You may check back with us in the future to see if we will be adding SMS support.
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How do I place calls between extensions on my account?
Calling between extensions is very simple. You can dial another extension on your account by either:
  1. Dialing the extension number. For example: Dial 102 to call your daughter who is away at college.

  2. Dialing 1777MYCCIDEXT. For example: 1777MYCCID101 to call the software/hardware registered to extension 101 on your account

  3. Assigning speed dials for your extensions. Then you would simply dial *75XX to reach the assigned extension.
The simplest way to dial extensions would be using the 3 digit extension number.

If you still have further questions on this topic please contact us for further assistance.
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What are the Phone Shortcut Codes for activating and deactivating specific features?
*123 - Voicemail: Dialing *123 from your Callcentric phone will connect you to your voice mailbox and allow you to listen to messages and setup or change the configuration of your voice mailbox.

*66 - Redial: Dialing *66 on your Callcentric phone will redial the last person that you called.

*67 - Caller ID Blocking per call: By dialing *67 plus the number you wish to call; your caller ID will be blocked on the current outbound call. When you make your next call, your phone number will be displayed on phones with Caller ID unless you use *67 again.

*69 - Call Return: Call return will call back the last call you received, whether you answered it or not. Call return is useful for returning calls that you just missed. Call return also works if you have Call Waiting, and hear a second call, but don't want to interrupt your conversation.

*70 - Call Waiting Disable per call: By dialing *70 plus the number you wish to call; your call waiting will be disabled for the current call. Other callers to your number will be sent to your voicemail (if you have voicemail service), or will receive a busy signal. Once you have hung up the call, call waiting will be re-enabled.

*72 - Activate Call Treatments: Activating call treatments will apply all call treatment rules you have created to incoming calls. For more information on call treatments please visit the call treatment page.

*73 - Disable Call Treatments: Disabling call treatments will turn off all call treatment rules you have created. For more information on call treatments please visit the call treatment page.

*75xx - Speed dial 100: To use the speed dial service you must first setup your phonebook on the My Callcentric page. Each entry into the phone book will receive its own code which ranges between *7500 through *7599 giving you 100 speed dial numbers. To dial one of your phone book entries just dial *75 and the two digit index number for that entry. Your call will immediately be placed to your speed dial entry.

*78 - Activate Do not Disturb - to voicemail: Activating do not disturb to voicemail will force all calls to your number(s) to voicemail; your phone will not ring when someone calls your number(s). Once activated by dialing *78, do not disturb is set indefinitely until you disable it.

*79 - Disable Do not Disturb: Disabling do not disturb will return your phone to normal operation, and all calls to ring your phone. Once do not disturb has been disabled it will remain disabled indefinitely unless you turn do not disturb on again.

*80 - Activate Do not Disturb - to error message: Activating do not disturb to an error message will force all calls to your number(s) to an error message which notifies the caller that you are currently unavailable; your phone will not ring when someone calls your number(s). Once activated by dialing *80, do not disturb is set indefinitely until you disable it.

*82 - Caller ID Delivery per call: If you have set caller ID to always be blocked on all outbound calls on the My Callcentric page, you can dial *82 plus the number you wish to call and caller ID will be transmitted for the current outbound call. When you make your next call, your phone number will not be displayed on phones with Caller ID unless you use *82 again.

*77 - Activate Anonymous Call Rejection - to voicemail: Activating anonymous call rejection to voicemail will force calls to your number(s) with "Anonymous" Caller ID to voicemail; your phone will not ring when someone with "Anonymous" Caller ID calls your number(s). Once activated by dialing *77, anonymous call rejection is set indefinitely until you disable it.

*97 - Activate Anonymous Call Rejection - to error message: Activating anonymous call rejection to an error message will force calls to your number(s) with "Anonymous" Caller ID to an error message saying you do not accept calls from people with their Caller ID set to "Anonymous"; your phone will not ring when someone with "Anonymous" Caller ID calls your number(s). Once activated by dialing *97, anonymous call rejection is set indefinitely until you disable it.

*87 - Disable Anonymous Call Rejection: Disabling anonymous call rejection will return your phone to normal operation, and all calls, even calls from people with "Anonymous" Caller ID to ring your phone. Once anonymous call rejection has been disabled it will remain disabled indefinitely unless you turn anonymous call rejection on again.
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What does the Telemarketer Block Feature do? How does it work?
With our Telemarketer Block feature you can dramatically reduce and potentially eliminate unwanted telemarketing and robocalls.

When activated, inbound callers (to the DIDs that you have this feature activated on) will hear an automated message which will require them to press a specific key (1-9) in order to complete their call. Your Callcentric Phone WILL NOT begin to ring, until AFTER the inbound caller has successfully pressed the requisite key on their phone.
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When the Telemarketer Block Feature is active, is there any way to have callers from known numbers bypass the automated message?
Yes. By configuring your friends, family, and colleagues' phone numbers into your Callcentric Phone Book and setting up a prioritized "Call Treatment" to route calls from these numbers directly to your phone, you can ensure that ONLY callers from unknown numbers will be prompted to press the requisite key (1-9) in order to complete their call.
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If I activate the Telemarketer Block Feature, am I 100% guaranteed to not receive any more Telemarketer/Robocalls?
The Telemarketer Block Feature was developed in order to reduce/eliminate unwanted telemarketing and robocalls. While our in-house testing showed this feature to be extremely effective in eliminating unwanted telemarketing/robocalls; these results cannot be 100% guaranteed.
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The Telemarketer Block Feature is currently "greyed out" in the My Callcentric Portal, how do I activate it?
If you see that the Telemarketer feature is grayed out and disabled then please check to see that you are not setting up your Call treatments with a Redirect call to: destination as one of the following:

  • Voice mail
  • Calling card
  • Error message
  • Busy Tone
  • Error message: Number disconnected

If using any other Redirect call to: destination you will be able to configure the telemarketer block. This is because the destinations listed above are ultimate end points that do not require human interaction.

If you still have further questions on this topic please contact us for further assistance.
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How many call treatments can I have on a single account?
Per account you may create up to 200 call treatments.
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