Frequently Asked Questions

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.

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

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.

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.

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.

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.

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

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 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.

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.

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.

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.

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 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.

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

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.

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.

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.

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.

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.

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

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.