FAQ

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 sales@callagenix.com

How do I set up a free trial account?

Simply click on the Sign-up button in the top right-hand corner, or just click this link: 

http://www.callagenix.com/register

Is the trial really free?

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.

What information do you need from me to make my account live?

In order to make your account live you will need to:

  • Complete all the account details from the left hand menu once you have logged in to your Callagenix account
  • Provide us with 2 copies of ID via scan or fax. These are generally one personal such as a driving licence or passport and one confirming your address such as a recent utility bill, tax document or bank statement, not more than 6 months old.

What is the difference between a Free Trial account and a live account?

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.

How do I pay for my services?

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.

Am I committing to a 12 month contract?

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.

Do I need to be a registered company to use your services?

No. Callagenix have many different kinds of customers ranging from large multi-national corporations right down to individuals.

Can you help me to setup my services?

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.

Can I make changes to my settings myself?

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.

Do you offer telephone and email support?

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.

Do you provide full reporting?

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.

Can your systems queue calls?

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.

How resilient are your systems?

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.

Is Callagenix registered with any Trade bodies?

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 PhonePayPlus (the UK Premium Rate Service regulator).

What kinds of numbers do you provide?

Callagenix provide virtually any kind of UK telephone number plus a range of international Toll Free, local and National numbers covering 100 countries.

I already have a telephone number with another company.  Can I move this to your services?

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.

My services are likely to make money rather than cost. How often do you make payments to me?

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.

Can my number be called from overseas?

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.

Do I get voicemail?

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.

Can I route my number to a mobile telephone?

Yes but you must use a Call Divert service, or Group Divert service.

Do I need to get another line installed to receive calls on my number?

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.

How many times can I redirect my number and is there a fee to do so?

If you take a new number from Callagenix you can change the destination number as many times as you like, free of charge.

Can I present my Callagenix number to my callers when dialling out ?

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.

Need help? Call us on +44 (0) 333 247 00 00 or send us a message

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