October 01 2018
New telephone regulations have come into force which aim to strengthen consumer protection in areas such as nuisance calls, protection for vulnerable individuals and complaint handling...Read more
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|Group Divert ACD||Download pdf|
|Information Line||Download pdf|
|Low Cost Calling||Download pdf|
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|GNP Letter of Authority document||Download rtf|
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If you are not a customer of Callagenix yet and would like to see how the services are set-up and managed, or perhaps you need some tips on changing or configuring your service, we have developed a series of video tutorials to help.
Each will open a new page and allow you to selet the best resolution for your browser. Please select the tutorials that best suits your needs.
Information Line Service
How to set-up and test an Information Line service
Call Divert Service
How to set-up and test a Call Divert service
How to set-up and test an Answerphone service
How to set-up and test a Switchbaord service and link services as a switchboard menu option
Group Divert Service (Hunt group)
How to Set-up and test a Group Divert service, add extentions, set-up queues, on-hold music and the call distribution mode
Time of Day Service
How to Set-up and test a Time of Day service using the 7 day 24hr timer
Call Forward & Record Service
How to set up and test a Call Forward & Record service
We are sometimes asked what SLA’s (Service Level Agreements) Callagenix has. As part of our Ofcom SS7 licence we have to ensure our systems have an “uptime” greater than 99.999%.
All of our systems are located in secure data environments that are manned and monitored 24/7 365 days a year. In addition, sophisticated processes are set to monitor and trigger alerts should any issues arise, or it looks like they could arise. Overseeing this process is a team of Callagenix engineers on call 24hours per day.
Call quality and reliability starts with the choice of carrier and circuit provision. In order that we are not reliant on one single carrier and to ensure consistent voice quality at all times, Callagenix use multiple T1 carrier circuits from BT, MCI Verizon, Cable & Wireless and Energis. In addition we also have a number of IP direct connects for a range of inbound and outbound services.
Having a range of directly connected circuits with multiple T1 providers allow us call rerouting should a particular provider have an issue, or in the case of disaster or business continuity situations.
In short, at Callagenix we work to the highest standards and invest in the top-quality hardware to ensure that our clients get the service they deserve. When choosing which carriers to partner with, reliability and quality are always the primary consideration.
Whilst we could save a little by trying to do things on the cheap, we firmly believe that in the long-term our interests are best served by providing the highest quality service for our clients. We will not take risks with your business phone system by scrimping and making do with an inferior quality set up.
If reliablity and doing things the right way is important for your business, then you are in safe hands with Callagenix. In today's competitive marketplace you may be able to save a small amount by choosing an alternative provider, but like in any area of life, you ultimately get what you pay for. In our opinion, rock-solid reliabilty and the peace of mind that comes with that is priceless.
For more information, please contact us.
Below you'll find answers to the questions we get asked the most. Of course, if you have a question not covered below, we'd be happy to answer that too.
You can call us on +44 (0) 333 247 0000, or email us via email@example.com
Simply click on the Sign-up button in the top right-hand corner, or just click this link:
Yes. We will not charge you a penny to test your service. We even give you some test funds to test diverting your calls through your service to a landline or mobile. You can test your services for as long as you like, however eventually your test funds will run out if you are diverting calls to other numbers.
In order to make your account live you will need to:
Functionally there is no difference between how the services operate on a test account and a live account. However, with a free trial account your services will be setup to operate using a test number with PIN entry rather than being connected directly to a live number. You can only get a live number on your account once we have received your ID and any relevant payment to fund the live number.
Most Callagenix services are supplied on a Pay as You Use basis whereby you add funds to your account via one of the valid payment methods and your account charges are debited from this balance. Funds added to your account are non-refundable although they will remain on your account for use at a later date if you terminate your service with us. Once set-up, funds can also be added automatically by credit card or direct debit mandate.
If you are operating one of the Basic Service numbers you must select a bundle package and setup an automatic payment method using either a direct debit mandate or a credit / debit card. You will be billed either monthly or annually in advance for any bundled minutes and in arrears for any calls received above the bundled allowance.
In general no. In the case of the Advanced Services you are only committing to the value of the funds you add to your account. However for all Premium rate and International numbers you are committing to a 12 month minimum period.
If you are running a Basic Service this may be on a minimum 12 month contract.
No. Callagenix have many different kinds of customers ranging from large multi-national corporations right down to individuals.
Yes. Callagenix provide a free service setup to make sure that we configure the solution you want. Don’t worry if this is not absolutely correct the first time as it’s also very easy to change configurations via your administration account. Most setups are performed free of charge but we do reserve the right to charge if your service is complex.
Of course. All Callagenix customers have access to their numbers and services on-line via their administration screens. If you find this daunting however you can always contact us to help you make any changes.
Yes. Callagenix provide both email support and telephone support to our customers. Telephone support is generally limited to normal working hours but can be arranged outside of these hours by separate agreement where customers require.
Yes. All aspects of your service is available on line including many different reports on how your numbers are operating, full financial information etc. You can also opt to have your some of your reports emailed to you on a daily/monthly basis.
Of course. As a Ofcom registered SS7 carrier, Callagenix have thousands of lines meaning we can act as funnel for your calls – only allowing through the amount of calls you can cope with.
Callagenix have their own network with multiple locations providing both load balancing and redundancy in the event of node failures. Many of Callagenix customers demand round the clock availability and our networks are designed with resilience as a priority.
Callagenix is licensed by Ofcom to operate its own telecommunications network as well as being licensed to supply telephone numbers (geographic , non-geographic and premium rate).
Callagenix is also a registered Network Operator with the PSA -Phone-paid Services Authority, the UK Premium Rate Service regulator (previously known as PhonepayPlus).
Callagenix provide virtually any kind of UK telephone number plus a range of international Toll Free, local and National numbers covering 100 countries.
Probably! Callagenix have a list of telephone companies that they can port numbers from. The actual answer will depend on the number being ported. Please contact us with the number and we will be able to tell you. The actual porting process can take from 10 to 30 days depending on the type of number.
If you are operating a number type that generates revenue for you then Callagenix will pay this to you monthly 45 days following the end of the month in which the calls were received as long as your accumulated balance is greater than £100.
Numbers that begin with 01, 02, or 03 can be called from overseas. 0800, 0844, 0845, 0871 prefixes are not guaranteed and UK 090 premium numbers are not able to be dialled from overseas as they do not have the charging mechanism in place to do so.
Voicemail is included as standard with our Call divert, Group Divert and Answerphone services. You can record your own personalised welcome messages and any incoming messages left by callers will be delivered straight to your email as a sound file, or you can call your voicemail number. We will also keep a backup for 3 days if the voicemail has been sent by email.
Yes but you must use a Call Divert service, or Group Divert service.
There is no need for any additional lines or equipment. The service is hosted on our platform. We simply route calls to your existing line or mobile.
If you take a new number from Callagenix you can change the destination number as many times as you like, free of charge.
Yes. This can be done using the Call Forward Service - with or without recording, or using the VoIP service with either a soft-phone or hardphone. Callers will see your live Callagenix number as the CLI.
At Callagenix we pride ourselves on providing the best customer support we can deliver, not just in our pre-sales recommendations, but long after your services have been set up.
All enquiries are dealt with by Callagenix sales, support and engineering personnel only and not outsourced to a third party call centre. Our usual customer support hours are Mon-Fri 9am-5.30pm.
If you cannot find the answer to your requirements or questions, please take a look at our Assistant, on-line tutorials or FAQ pages, or please contact us using the details below.
When logging a suspected fault, we will need your Callagenix account number, phone number /service in question and a brief overview of the problem.
All Callagenix systems are monitored 24/7. If you want to be able to access 24/7 engineering and technical support, please contact us for details.