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Customer Care » Frequently Asked Questions » About Toll-Free Service

Q: My toll-free number doesn't work. What should I do?

A: All toll-free numbers terminate on a local, 10-digit number. This is known as a termination number.

Note: Termination numbers are usually BSL (Business Line) or DID (direct inward dialing).

Please keep an up-to-date record of all termination numbers. If a toll-free number suddenly stops working, please do the following:

• Check the local termination number by calling it to see if it picks up.
• If it works, call or email our Customer Service immediately
• If it does not work, the problem lies in your local termination number. Contact your local provider.

Q: Will I be charged for using my toll free number from a payphone?

A: Yes. You can make a toll-free call from a payphone without using a coin but there is a surcharge for calling a toll free number from a payphone. The fee varies between payphones but averages about 35 cents. This is a Communications Act requirement to ensure that the Payphone Service Providers are fairly compensated for each call from their payphone.

Q: What are available features for toll-free numbers?

A: Following enhanced features are available for Excel Toll Free service:

• PIN: Customer assigns the PINS and destinations so that callers to the Toll-Free number are required to enter a valid PIN to complete the call.
• Dialed Number Identification Service (DNIS): This feature, applicable for long distance switches only, identifies dialed Toll-Free numbers to the called party, allowing Toll-Free information (e.g., up to 10 digits of the actual dialed or translated 8XX number) to be displayed at a terminating PBX.
• ANI (DNIS with ANI Forwarding): The end-user is able to identify the calling party (by the 10-digit ANI) or the origination location (by area code and/or exchange) prior to answering the call. This feature can be used when special treatment, such as a customized greeting, is required.
• Originating Number Routing: Calls can be routed to various destinations based on NPA, NPA/NXX, or full ten-digit originating number.
• Geographic Routing: Calls can be routed by either LATA or state to destinations based on where the calls originated.
• Percent Allocation Routing: Calls can be routed to destinations based on call volume percentages.
• Time of Day Routing: Calls can be routed to destinations based on day of week, day of year, or specific hours of the day.
• Blocking and Allowing: Calls from specific originating numbers or geographic locations such as NPA, NPA/NXX, ten-digit number, state, or LATA can be either blocked or allowed.

Q: How can I get my own vanity toll-free number?

A: Before contacting our sales or customer service please check desired number availability at http://www.tollfreenumbers.com. If this number is available, we would be happy to reserve it for you.