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SEARCH THE FAQ
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Products & Services
Are your products available to customers outside the United States and Canada?
Does Callcentric sell SIP terminal adapters?
How do I order a rate plan?
How do I order a phone number (DID)?
How do I get my phone number (DID) back?
How do I sign up clients to my Agent account?
How do I add extra channels to my phone number (DID)
My services were not rebilled and were canceled. How do I get them back?
When I reclaim my services do I have to pay a setup fee?




Are your products available to customers outside the United States and Canada?
Yes. Callcentric accepts customers virtually world-wide.

Due to U.S. export and embargo restrictions Callcentric CANNOT provide service to users with billing addresses in the following countries: Cuba, Iran, Iraq, Libya, North Korea (Democratic Republic of Korea), Sudan, and Syria.
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Does Callcentric sell SIP terminal adapters?
No, at this time Callcentric does not sell SIP terminal adapters or any other equipment or software for using the Callcentric service; you must bring your own equipment.
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How do I order a rate plan?
It is very simple to order products and services on your Callcentric account. If you wish to order a rate plan, so that you can make calls to traditional phones (the PSTN), you can follow the steps below:
  1. Login to your My Callcentric account

  2. Click on the Order products and services link in the middle of the page, or simply go to our outbound products page

  3. Add the rate plan, such as Pay Per Call, to your shopping cart by clicking on the Order Now link next to the product you want

  4. Click on the Checkout button and complete the ordering process
Once you have completed the steps above you should be able to place calls to traditional phones (the PSTN). If you have added the Pay Per Call rate plan please make sure that you have sufficient funds in your account.
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How do I order a phone number (DID)?
It is just as simple to order a phone number (DID) as it is to order a rate plan.

First you will need to make sure we offer DIDs in the area of your choice. You can use our coverage tool to check for coverage. You will also be able to see whether or not we have numbers in stock for the area of your choice, and if we don't you will also be able to see the wait time if we need to manually order your number as well as other calling areas that are local to the area of your desired number.

Once you have confirmed that we offer DIDs in the area of your choice you can follow the instructions below:
  1. Login to your My Callcentric account

  2. Click on the Order products and services link in the middle of the page, or simply go directly to our inbound DID products page

  3. Click the Get a number button next to the rate plan of your choice

  4. Choose the location information for your desired DID product

  5. Click Lookup

  6. On the next page check over the information and then click Order Now next to the phone number product you want your number under

  7. Click on the Checkout button and complete the ordering process
Once you have completed the steps above your new number will be provisioned and assigned to you. Once the number is assigned to you an email will be sent to you notifying you of your new number. You will also be able to see your number once you have logged in to your account. You can then give out your assigned number so that anyone can call you.

*Please note the availability times for the numbers you choose.
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How do I get my phone number (DID) back?
If you have lost your DID, because it could not be billed, you can acquire the same DID again if the following conditions are met:

  • It has been less than 45 days since your DID was canceled

  • Your DID was not canceled due to violations of our terms and conditions

  • Your DID is still available to be assigned to you

  • If your Dirt Cheap DID was canceled because it couldn't be billed for then you will be able to re-acquire your number but only if it is still being offered under the Dirt Cheap DID product. The details of the Dirt Cheap DID can be found on this page

If the conditions above are met you can easily re-order the same DID by using the SAME locations your originally ordered them in. You can use the instructions below to help you re-order the same DID:
  1. Login to your My Callcentric account

  2. Click on the Order products and services link in the middle of the page, or simply go directly to our inbound DID products page

  3. Select the phone number product you previously had and click on the Get a number button

  4. Choose the same location you had originally ordered your phone number under

  5. Click on the Order Now button

  6. Click on the Checkout button and complete the ordering process
Your original DID will then be re-assigned to you. If your original DID was not assigned to you please contact us to open a trouble ticket on your account.
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How do I sign up clients to my Agent account?
After you have signed up for an Agent account you should receive an email detailing all the necessary information on signing up clients to your account. You can also visit this page for more information.

For reference there are two ways in which you are able to associate a new account as a client of your Agent account.

A - The client, or you, enters your 1777 number into the "Agent ID" input field of the sign up form.
B - You append the "aid=AGENTID" to any Callcentric URL. For example www.callcentric.com?aid=AGENTID. Your AGENTID is included in your Agent welcome email.
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How do I add extra channels to my phone number (DID)
If you currently have a phone number (DID) product on your account, which is not a Personal Unlimited DID or Dirt Cheap DID product, then you can easily add extra incoming channels to your DID in order to accept more calls at once.

To order extra channels for your DID number please follow the instructions below:
  1. Login to your My Callcentric account

  2. Click on the Order products and services link in the bottom right side of the page

  3. Scroll down to the Additional Incoming Channels section and click on the Order Now button

  4. Select the number (DID) you wish to add extra channels to and then click Continue

  5. Click Checkout on the right side of the page, or click on the shopping cart icon on the top right of the page, and complete the ordering process
If you have any questions relating to the ordering process or need more help you may contact us for further assistance.
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My services were not rebilled and were canceled. How do I get them back?
If you have lost your services, because it could not be rebilled automatically, you may easily get your services back by following the instructions below:

Please note that this method can only be used if:

1 - Your services failed automatic re-billing between the 27th of the month and the 1st of the next month

Please note that this method cannot be used if:

1 - It is past the 19th of the month
2 - You canceled your services from your Callcentric account or you requested that your services be canceled
3 - Your services were canceled for any other reason

If the conditions above are met you can easily re-order your services by, logging into your Callcentric account if you haven't already and, clicking on the Click here to reorder these products link. This link is located directly under the MY PRODUCTS section on the right-middle part of your DASHBOARD

Please also note that you will NOT be billed any setup fees for your new products if using the method described above. You WILL however be billed for the setup fees if the conditions here are true.

If you do not meet some of the conditions above and would like to re-cover past incoming/number, if available, and outgoing/rate plan services then please follow the instructions below:

Recover your DID/incoming services
Recover your outgoing service

If you have trouble recovering your services please contact us to open a trouble ticket on your account.
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When I reclaim my services do I have to pay a setup fee?
If you have just reclaimed your number or re-added services to your account which were canceled previously then you will be billed for the setup fees of the following services after 19 days of these services being canceled:

  • All incoming services, except the Dirt Cheap DID which has no setup fee
  • 911 recovery fee

If you are still unsure you can always contact us for further assistance.
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