| Does Callcentric support European / International emergency numbers? |
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| No. Callcentric does not support emergency dialing to numbers such as 100, 101, 102, 112, 999, or other emergency dialing. We recommend that you keep a basic traditional phone line or cell phone available to make emergency calls; and that you label all phones/computers connected to the Callcentric service as not supporting the local emergency number dialing. |
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| Can I send and receive faxes with my Callcentric account? |
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Yes you can. If you only wish to only receive faxes we actually have a very convenient fax reception feature. This feature allows you to receive faxes and then send them to a configured email address, or you can download them right from your My Callcentric account.
If you wish to use your own device or software to both send and receive faxes then the simplest way is to use a hardware UA with a fax machine connected to one of the analog ports. You can then setup your hardware UA to register to our servers and simply connect your fax machine to the line currently registered to our servers.
If you do not have a hardware UA or wish to receive your faxes on a computer/software you should make sure that your default/preferred codec is set to G.711 or if supported T.38.
If you are having problems with sending/receiving faxes you can always contact us for further assistance.
*Please read the detailed information regarding Callcentric's support of IP faxing (FoIP) below:
Technically we support fax using either the T.38 protocol or transparently with G.711. However, both largely depend on the reliability/stability of your internet connection. An internet connection with regular packet loss, high latency (ping) to our servers, and/or jitter (large variations in the latency) will cause problems for faxing. While we do support it, and it does work - we can't tell you how reliable it will be on your internet connection without you actually trying it. We have a number of Frequently Asked Questions (FAQs) that address your internet connection quality, speed, and such:
Click here to test your bandwidth and see the bandwidth requirements for two example codecs
Click here to test your ping, latency and see if there is any packet loss between your IP and our servers
Click here to test your connection for general quality for VoIP and or faxing
And finally the major factor which may determine your experience with faxing will depend on where you are sending the fax. Sometimes some carriers we purchase our termination through will not have networks that are compatible or sufficient for faxing. We suggest that you try testing to send a fax to a USA/Canada number first (to make sure your settings are correct) prior to attempting faxes outside the USA/Canada. |
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| Does Callcentric support outbound Caller ID? |
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Yes Callcentric does support outbound Caller ID. By default you will send out the standard Callcentric caller ID, 16465471111, number on your outbound calls.
Once you add or port a number to your account you will be able to send out a different Caller ID by selecting the number in your Extension Settings. To update your outbound Caller ID Number, click on the EXTENSIONS menu in the MyCallcentric Account Portal, choose the line (Extension) that you would like to update the outbound Caller ID for and click the "Modify" link. When you are re-directed to the Settings page for the Extension that you have chosen to modify, you can adjust the Outbound Caller ID number via the "Caller ID Settings" drop-down menu.
*The caller ID selected in your preferences will always be sent on your outbound calls, unless you send your outbound caller ID selectively.
NOTE: Callcentric does not support or guarantee the delivery of international caller ID. If you are able to send international caller IDs for some time and then are suddenly not able to then there is nothing we can do in this scenario.
In general this ability to send international caller IDs is usually because of equipment configuration/policies on the carrier side. The carrier may at anytime decide to upgrade their equipment removing these abilities, which are not guaranteed in any way, or may change their policies, to prevent delivery of this information. |
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| How do I verify my non Callcentric Caller ID? |
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*IMPORTANT NOTE: We do not support using third-party toll free numbers for outbound CallerID purposes on calls placed via our service.
Verifying your non Callcentric Caller ID is simple. To do so, please follow the instructions below:
To verify a US/Canada Number: Open a Trouble Ticket on your Callcentric account asking to get your US/Canada number(s) verified.
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To verify an International Number: - Please place a call, with your caller ID unblocked, from each of the International lines/numbers you would like to use as an outbound caller ID to 1-866-346-0222. You will hear an error message then hang up.
- Open a Trouble Ticket on your Callcentric account asking to get your International Number(s) verified.
Include within the trouble ticket the International Numbers you would like added on your account, and the approximate date, time, and time zone you placed the verification calls to the Toll Free number listed above. Once we verify that we have received your calls for the listed numbers we will add those numbers as verified numbers on your account and update your ticket.
Once we have properly verified your numbers and updated you, you can then begin using these caller IDs by setting your desired caller ID in your preferences, or by sending them out selectively. |
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| I received an error message and a number. What does this mean? |
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When placing or receiving calls you, or the caller, may sometimes receive an error message, along with an error code, which will inform you of a problem. Depending on the error message you may easily be able to resolve the issue. Otherwise you may need to contact support for further assistance.
You may view the list below which shows the most frequently encountered error messages at Callcentric:
Code: 1001
Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand one.
Solution: Enable Call Waiting in your preferences. You may also add voicemail to your account to have other callers go to voicemail while you are on the line.
Code: 1002
Message: The person you are calling is currently unavailable. Please try your call again later. Message one-thousand two.
Solution: Turn off Do Not Disturb in your preferences. You may also want to check your call treatments to make sure you are not forwarding incoming calls to an error message. You may also add voicemail to your account to avoid this message and have incoming calls go to voicemail instead.
Code: 1004
Message: The person you are trying to reach is currently unavailable. Please try your call again later. Message one-thousand four.
Solution: Incoming calls may not be connecting properly to your UA (user agent) . If you believe your UA is the problem please open a trouble ticket. You may also add voicemail to your account at anytime to have all incoming calls go to voicemail.
Code: 1005
Message: The number you have dialed is invalid or cannot be called using the IP Freedom Rate Plan. Message one-thousand five.
Solution: Please add an outgoing service to your account if you wished to place calls to PSTN (Mobile/Landline numbers)
Code: 1007
Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand seven.
Solution: Check your balance to make sure that you have enough funds for the location you are forwarding to, or for your per minute services if you are using a Pay Per Minute or Toll free number.
If you encounter any other errors which are not clear then you may contact us for further assistance. |
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| I have multiple voice mailboxes on my account which are configured to specific extensions, how do I change the Voicemail Access PIN for each individual mailbox? |
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You can update the Voicemail Access PIN for your individual mailboxes either by via the My Callcentric Portal or by dialing into our voicemail system.
*To update your Voicemail Access PIN via the My Callcentric Portal please login to your account and follow the Extensions tab. From the "Extensions" page please select the specific extension that you would like to update. When you are redirected to the "Settings" page for the Extension you have chosen, you will be able to update the Voicemail Access PIN under the "Local Voicemail - Extension XXX- Custom Settings" section.
**To update your Voicemail Access PIN from your Callcentric Phone, please dial into the Voicemail System (from the extension that you would like to update) by pressing *123 (or *86) and selecting option "2".
***To update your Voicemail Access PIN from an outside line, please dial your real phone number from any phone - then simply follow the prompts.
****To update the Voicemail Access PIN for your default voice mailbox (Extension 100), please login the "Dashboard" page of the My Callcentric Portal and choose the "Change PIN" option which is located next to "Voicemail" under the "Products" section of this page. |
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| What is the difference between a special service, premium, personal, proper and mobile number? |
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When using the Callcentric rates tool or viewing your calling reports you may see the various numbers you dial listed as either Special Services, Premium, Proper, Personal, Toll Free or Mobile, or other named groupings.
This is done in order to group certain destinations and dialing codes according to the rate which is charged for these destinations. For example you may see United Kingdom - Proper and United Kingdom Mobile, depending on the number you dialed.
These descriptions are provided to help identify the location which was called and is discussed in more detail below:
- Proper: Any generic landline number in a given country
- Mobile: Any generic mobile number in a given country
- Special Services: This could match local special service numbers in a given country. For example 1900 numbers in the US, directory or help lines for a specific city
- Premium: These numbers are generally higher rate and may include the most expensive destinations in a given country.
- Personal: Another generic grouping based on rate and possibly the classification of the number in a given country.
In short, these classifications correspond directly with the dial codes and rates for a specific destination. They serve no other purpose other than labeling these groups of numbers.
If you have more questions please open a trouble ticket on your account. |
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| Where can I learn more about Ray Baum's Act & Kari's Law? |
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On 1/6/2022 new 911 Emergency Service Regulations go into effect (specifically Ray Baum's Act - Section 506), which are particularly relevant to businesses operating in multiple locations, within large multi-floored office buildings, etc.
While we encourage you to read more about these changes and contact the appropriate advisors where/if necessary, the key purpose of Section 506 of Ray Baum's Act is to improve the quality of information that is sent to public safety operators when an emergency call is made to 911.
Currently our service limits accounts to only being able to provision 1 E911 address at a time. When a call is placed to either "911" or "933" (address verification line) an email with the details of the call are automatically sent to the addresses on-file for an account.
Our team is aggressively working on enhancements to our 911 service which will increase the amount of unique addresses that can be provisioned to a single account. We expect to have this functionality available in the near future and will be making a formal announcement once it is available.
In the interim, if you need to provision additional 911 locations, you can do so by opening secondary accounts and ordering our "a la carte" 911 Service which is $1.50 per month for each respective location. Below are simplified instructions detailing how to proceed. If you have any questions or need assistance, please open a support ticket on your account and our team will be happy to assist.
INSTRUCTIONS FOR CREATING A NEW ACCOUNT and ACTIVATING OUR "A LA CARTE" 911 Service
Step 1) Create a new account by completing the SIGN-UP FORM here
Step 2) Complete the activation of your account by clicking the verification link sent to you by our automated systems
Step 3) Order our PAY-PER CALL OUTBOUND PLAN. During the check-out process you will be prompted to activate our "A LA CARTE" 911 Service
Step 4) Update the "dial plans" (for any endpoints that you are activating new 911 services for) to route "911" and "933" calls using the new account you created in the prior steps |
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| Why are my non-US/Canada calls failing? |
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There are several reasons why international calls (outside the US and Canada) are failing to connect. One reason is the use of In-Country CLI (a.k.a. Caller ID).
To protect consumers from scam calls and fraudulent caller ID manipulation, a growing number of countries require local telecom operators to block/modify inbound international traffic that presents a domestic Calling Line Identification (CLI).
| Country | Regulatory Framework | Mandatory Action |
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| Australia | Australian Communications and Media Authority (ACMA) / Code C661:2022 | Requires carriers to track and block spoofed local CLIs and unregistered international originations. | | Belgium | Royal Decree | Requires operators to block inbound international calls spoofing Belgian numbers. | | China | National Policy / MIIT | Prohibits internationally originated calls from presenting a local national CLI. | | Czech Republic | Czech Telecommunication Office (CTU) | Mandates operators to block incoming international traffic spoofing domestic numbers. | | France | Regulatory Authority for Electronic Communications, Postal Services and Print Media Distribution (ARCEP) | Disallows international transit traffic displaying a French CLI. | | Germany | Bundesnetzagentur | Mandates hiding German caller ID information for calls originating outside Germany (excluding valid roaming). Calls will appear as private/anonymous. | | India | Telecom Regulatory Authority of India (TRAI) | Requires local telecom operators to use specialized detection systems to intercept and drop overseas calls with In-Country CLI. | | Ireland | Nuisance Communications Industry Taskforce (NCIT) | Irish networks must block all incoming traffic coming from outside Ireland that carries an Irish number as the Caller ID. | | Israel | Ministry of Communications (MoC) | Blocks foreign-originated calls spoofing Israeli landline and mobile numbers (excluding verified roaming). | | Malaysia | Malaysian Communications and Multimedia Commission (MCMC) | Enforces blocking of international calls attempting to present a local national CLI. | | Malta | Malta Communications Authority (MCA) | Requires network operators to block inbound international calls spoofing local numbers. | | Poland | Office of Electronic Communications (UKE) | Mandates telecommunication service providers to detect and block calls spoofing national numbers. | | Romania | National Authority for Management and Regulation in Communications (ANCOM) | Mandated local telecom operators to block calls from outside the country that display Romanian National numbers as the Caller ID. June 2025 | | Singapore | Infocomm Media Development Authority (IMDA) | Blocks international incoming calls where the caller ID is falsified with a local (+65) prefix. | | Spain | Ministry for Digital Transformation | Mandates blocking international calls that attempt to present a Spanish CLI. | | Sweden | Post- och telestyrelsen (PTS) | Enforces inbound international CLI blocking through national guidelines. | | Switzerland | OFCOM/BAKOM | Enforces tracking and blocking requirements for spoofed inbound international calls. | | Turkey | Information and Communication Technologies Authority (BTK) | Prohibits foreign-originated calls from presenting local national CLI caller IDs. | | United Kingdom | Ofcom | Requires network operators to block calls from abroad displaying UK presentation numbers. |
Because all Callcentric calls originate from the US, international anti-spoofing regulations will cause calls to fail if the Caller ID (FROM number) matches the destination country. This applies whether you are using:
a) A number purchased through our service OR
b) A verified external number OR
c) A forwarded incoming call where the FROM/TO number belongs to the affected list of countries. |
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