Toll Free Telephone Numbers

AggieMike88

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The original "I don't know it all" of aviation.
Question: Are "toll free" phone numbers (800-, 888-, 877-, etc) advantageous for businesses anymore?

Expansion: With more and more and more consumers having either
a) land line phone service packages including large blocks of pre-paid long distance minutes, or
b) mobile telephone service that includes either
1) "free long distance",
2) large blocks of prepaid long distance, or
3) more roll over minutes than they would ever use,​
what is the advantage to a business keeping and paying for the "toll free" phone number service?


When you need a product or service, does "they have a toll free phone number" even enter into your buying decision anymore?
 
On a technical level, I ran into one issue where a business I was working with moved their headquarters in such a way that porting their old phone numbers to their new service provider wasn't possible. They ended up with a hacky call forwarding setup that still wasn't working correctly when I moved on. If they had an 800 number I don't think they would have had that issue.


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Is there anyone out there still paying extra for long distance domestic calls? I haven't for many years now.
 
I really don't care if a business I am working with has a toll free number or not. It would not stop me from calling.
 
It has zero bearing one way or the other.
 
Toll free numbers are used as "tracking numbers" in advertising, a business has different numbers in different ads or websites. Our Cars.com number is different from out Website number, it tells us where the caller got the our number and assumedly where are ad dollars are effective. Toll free numbers are also generally recorded lines, "used for quality assurance and training" :rofl:
I personally don't pay any attention to 800 numbers and will call the local exchange number even if it's long distance as I use my cell phone most of the time.
 
I really don't care if a business I am working with has a toll free number or not. It would not stop me from calling.
+1



I am starting to get junk calls on my cell phone now, which is hugely annoying.
 
Toll free numbers are used as "tracking numbers" in advertising, a business has different numbers in different ads or websites. Our Cars.com number is different from out Website number, it tells us where the caller got the our number and assumedly where are ad dollars are effective. Toll free numbers are also generally recorded lines, "used for quality assurance and training" :rofl:
I personally don't pay any attention to 800 numbers and will call the local exchange number even if it's long distance as I use my cell phone most of the time.

Very true. They're also helpful if you don't want to associate closely with a particular geographic area, or if you want to know the phone number of the calling party even if they have it blocked.

As a consumer, I also don't care whether a number is toll-free. If I know the local number I use it even if for no reason other than to save the merchant the cost of the call.

Rich
 
Just hope the robocall businesses keep on using 800 numbers, much easier for me to screen calls!
Had a national biz call me yesterday, somehow they figured a way around this are are using not only my local area code but the local exchange too! grrr!
 
Just hope the robocall businesses keep on using 800 numbers, much easier for me to screen calls!

Seriously. If it is an 800-888-877 number it gets bounced straight to VM!

In this day and age...no, toll free numbers are useless unless you have a call-centric type business.

There are two advantages: Perception...but probably not so much any more...it can make the small mom and pop shops seem like a more legitimate and larger business.

The other possible advantage is if you set it up properly YOU keep and own the number. There are a lot of services...even through the phone company that as you move, switch carriers or switch service they control that number. I set up a "remote call forwarding"number...although not a toll free number...almost 20 years ago when I started my company and it does not exist in any physical location. I just point it to my cell phone or office number and have been able to keep the same phone number through multiple moves to different cities and even counties. You can do the same with a toll free #.

Long story short...not needed in this day and age.
 
Toll free numbers are used as "tracking numbers" in advertising, a business has different numbers in different ads or websites. Our Cars.com number is different from out Website number, it tells us where the caller got the our number and assumedly where are ad dollars are effective.

This is an idea I plan to utilize in the future, but with non toll free numbers.
 
There are still people out there who would rather call a tool free number than a non toll free one. These are usually the people who also respond to TV infomercials or "call in the next ten minutes" advertisements. The people QVC targets.
 
I won't call a toll free number if given a choice.

I assume a toll free number gets me to a 3rd party call center in the middle of nowhere, and the "local" number gets me to an actual company person.

Toll free has negative perceptions nowadays.
 
I don't know why you'd think that Jose. Usually the 800 # dumps you into the same system the local number does in my experience. Perhaps what you're saying was once true but it's not now.

I maintain a few 800 (will 877 or 855) numbers. They're nicely location independent. In

In fact 877 FLY NC26 is the publish number for our airport. It rings a few of the HOA guy's cell phones.
 
There are a few advantages that toll free numbers offer. Most of these are advanced features are tied to routing such as area code and exchange routing, time of day, day of week routing, % allocation, alternate destination routing and many more.

If you do not need these types of features then another nice feature of toll free numbers is the ability to reroute them on the fly.

We currently have about 3,000 toll free numbers, most are used for marketing purposes but there are a couple of hundred that utilize some of the advanced feature identified above.
 
Toll free numbers make it easier for people in jail to call your business, FWIW.
 
If I am going to be required to hold for a long time I like toll free numbers because I don't have long distance on my land line and my cell phone reception is sometimes squirrelly. Don't want to get cut off after a long hold because the signal got weak. But that probably doesn't apply to AggieMike's business.
 
Never use them.

With unlimited long distance I will always call the direct number as opposed to the toll free number if they are both published.

Maybe it's psychological but I think I get better service this way and get in straight to a receptionist or employee.
 
Toll free numbers make it easier for people in jail to call your business, FWIW.

Hmmm...don' think so...at least not here in NC.

Had a family member do time...we get collect calls and/or we paid into a phone call account that allowed a certain amount of time...
 
Just hope the robocall businesses keep on using 800 numbers, much easier for me to screen calls!
Had a national biz call me yesterday, somehow they figured a way around this are are using not only my local area code but the local exchange too! grrr!

Wow! I had the same thing a few days ago, Dave. Got a call that appeared to be a local 915-XXX number...turned out to be a telemarketer calling from Nebraska!!

Sneaky ****s have found a way of masking their numbers and making it appear local. :mad:
 
Never use them.

With unlimited long distance I will always call the direct number as opposed to the toll free number if they are both published.

Maybe it's psychological but I think I get better service this way and get in straight to a receptionist or employee.
It's psychological, typically the toll free will route directly to that local number
 
My first impression of a company without an 800 number is that they are small and only serve their local market. It's a customer courtesy thing. Having an 800 number is them saying "we want your business no matter where you are" vs. "if you want to buy our product, you have to pay to even talk to us". At least there is always a competitor willing to go the extra mile for the customer. My cell plan doesn't come with any long distance and I'm not at home during business hours. Me talking to you means that I've tried everyone else first.
 
There are a few advantages that toll free numbers offer. Most of these are advanced features are tied to routing such as area code and exchange routing, time of day, day of week routing, % allocation, alternate destination routing and many more.

If you do not need these types of features then another nice feature of toll free numbers is the ability to reroute them on the fly.

We currently have about 3,000 toll free numbers, most are used for marketing purposes but there are a couple of hundred that utilize some of the advanced feature identified above.

Are you that guy annoying the hell out of everyone with garbage phone calls? Why in the world would you need 3000 phone numbers if it weren't just to get around people blocking your numbers?
 
Wow! I had the same thing a few days ago, Dave. Got a call that appeared to be a local 915-XXX number...turned out to be a telemarketer calling from Nebraska!!

Sneaky ****s have found a way of masking their numbers and making it appear local. :mad:

I have been getting junk calls on my cell for years. Only pretty recently they have had the ability to use local numbers it seems. Figures right? As soon as we get technology that helps us determine who the ass wipes are and avoid them, new tech comes along on their side to counter that. Telemarketers/scammers are a scourge on humanity and the government doesn't care much and the phone companies love them, so we must endure.:mad2:
 
On a technical level, I ran into one issue where a business I was working with moved their headquarters in such a way that porting their old phone numbers to their new service provider wasn't possible. They ended up with a hacky call forwarding setup that still wasn't working correctly when I moved on. If they had an 800 number I don't think they would have had that issue.
Why wouldn't an 800 number be able to be ported to another carrier? I remember back when this ability became a requirement. If the number is being held by a reseller or other entity, you can file a complaint with the FCC. Hoarding toll-free numbers is against the law.

On another note, toll free numbers give you a lot of flexibility that you can't easily duplicate with POTS or other long distance services. Your call center burned down? No problem - they can direct the calls anywhere you want (including your home). You want to take calls on your cellphone over the weekend and have those calls sent to specific people during the week based on where and when the calls originated? No problem. You want to give a VIP customer their own private toll-free number? Done. And their calls can ring either to the same call center as all the other customers, or to their own account manager's desk, or wherever you want, whenever you want. Almost anything you can imagine wanting to do with an inbound call can be done with a toll free service. It is the most expensive way to pay for a call, but you get what you pay for.
 
I have been getting junk calls on my cell for years. Only pretty recently they have had the ability to use local numbers it seems. Figures right? As soon as we get technology that helps us determine who the ass wipes are and avoid them, new tech comes along on their side to counter that. Telemarketers/scammers are a scourge on humanity and the government doesn't care much and the phone companies love them, so we must endure.:mad2:

There's not a lot that the government can do about them anyway. They can enact all the laws they like, but almost all of the telemarketers that call me are based overseas and couldn't give a rat's about U.S. law.

In my opinion, the best solution is this:

1. If anyone other than family and close friends have your cell number, change it, preferably using a prepaid number under a bogus name.

2. If your land line number is listed, unlist and change it. Do not take the option to inform callers of your new number.

3. Get a Magic Jack, set up the device, register the number, and turn the ringer off on the phone attached to the Magic Jack.

4. Get online with every bank or commercial, charitable, or government entity that has your phone number and change it to the Magic Jack number. Make sure not to overlook loyalty cards. From now on, the Magic Jack number will be the only number given to anyone except family and friends.

5. If at any time you need to call a bank or commercial, charitable, or government entity, do it only from the Magic Jack so that remains the only number they have for you.

In fairness, the Magic Jack's not a bad device. It works pretty well, especially considering the dirt-cheap price for service. My use of the service, however, is as a number to give to people I do not want to hear from. It has a phone connected to it, but the ringer is turned off and all calls go to the answering machine, whose greeting is the one in the attached, file followed by five seconds of silence and then the beep.

It works well for me. I get several calls a day at that number according to the "missed calls" indicator, and not one has left a message in more than a year. Sweet. Almost all of the numbers on the caller ID turn out to be telemarketers, politicians, or survey takers when I search on them, and not one of them knows any of my other numbers.

Rich
 

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In my opinion, the best solution is this:

Unfortunately, my phone is integral to how I make money. People need to be able to reach me and I need to respond. My number is on the internet and hence why I have gotten all the phishing/spam calls over the years. I also get a load of crap sales calls from organizations I do business with, or their "affiliates".

Caller ID allows me to be able to ignore most of them, but like others have noted here, they have figured out how to connect call centers in India to local numbers and fool me from time to time. Super annoying.
 
Why wouldn't an 800 number be able to be ported to another carrier?

It can be. I originally got my 800 back in the mid-90's. I've switched voice providers multiple times over the years and brought it and my "toll" lines with me on each switch.
 
Unfortunately, my phone is integral to how I make money. People need to be able to reach me and I need to respond. My number is on the internet and hence why I have gotten all the phishing/spam calls over the years. I also get a load of crap sales calls from organizations I do business with, or their "affiliates".

Caller ID allows me to be able to ignore most of them, but like others have noted here, they have figured out how to connect call centers in India to local numbers and fool me from time to time. Super annoying.

Ah. Okay.

Have you considered some simple JavaScript, perhaps, to make your number non-readable by most robots? Maybe something along the lines of:

Code:
<script language="JavaScript"><!--
   var flibble = "123";
   var flabble = "234";
   var flubble = "5678";
     document.write('<a href=\"tel:' + flibble + flabble + flubble + '\">');
     document.write(flibble + '-' + flabble + '-' + flubble + '</a>');
  // -->
</script>
Or something along those lines?

Rich
 
Are you that guy annoying the hell out of everyone with garbage phone calls? Why in the world would you need 3000 phone numbers if it weren't just to get around people blocking your numbers?
We actually send our local numbers out for our outbound Caller ID. We operate with about 40 different business entities and use toll free for different marketing campaigns
 
Unfortunately, my phone is integral to how I make money. People need to be able to reach me and I need to respond. My number is on the internet and hence why I have gotten all the phishing/spam calls over the years. I also get a load of crap sales calls from organizations I do business with, or their "affiliates".

Caller ID allows me to be able to ignore most of them, but like others have noted here, they have figured out how to connect call centers in India to local numbers and fool me from time to time. Super annoying.

They're running thru VOIP numbers, many located in Dallas.
 
We still have an 888 number for the hotel. It's all Internet based, costs all of 30 bucks a month, and gives me cool stuff like emailed, transcribed voice messages.

That said I'm not sure if anyone really uses it that often anymore. I will have to look one of these years.
 
This is an idea I plan to utilize in the future, but with non toll free numbers.
I used the tracking numbers in the yellow pages for a few years. I found out that almost all calls from there were from existing customers or from friends of existing customers that were referred to me. They just googled me to look me up. So I got rid of my paid ad and dropped back to the single line free listing several years ago and never noticed any changes. In fact I get more new business now than ever and save a grand a month on advertising.
 
We still have an 888 number for the hotel. It's all Internet based, costs all of 30 bucks a month, and gives me cool stuff like emailed, transcribed voice messages.

That said I'm not sure if anyone really uses it that often anymore. I will have to look one of these years.


Thats way way way too high for 800 service.

You should port it to a Twilio account and forward it to the hotel main number.

https://www.twilio.com/voice/pricing

Or similar. Tons of options out there.
 
I heard your blocked phone number gets unblocked on the receiving side if you call a 800 number.

Of course now days spoofing a caller ID is really easy.
 
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I heard your blocked phone number gets unblocked on the receiving side if you call a 800 number.



Of course now days spoofing a caller ID is really easy.


There's a difference between billing data and the number delivered by ANI/Caller ID. If you call someone and expect them to pay the bill, your number must be provided to them, yes.

Otherwise the carrier could just say all calls you received came from the highest priced L/D areas.

So you're correct, your "blocked" number is absolutely provided to the receiving party if you dial a toll-free number. They're paying the bill, they have a right to know who called them and from where.

It will still show up as blocked on ANI/Caller ID, if done properly, but it will absolutely be in the billing data.

It's easy to put the calls into a database and correlate them if your clocks are all properly synchronized. Typically the carrier won't tell you which actual trunk the call was delivered to, so you still have to do some work when the timestamp is only down to the second on the bill, to disambiguate between two ANI-blocked calls in the same second, to the same toll-free number.

Most companies don't bother, other than to check for carrier billing fraud, which is rare.

The carrier is not supposed to provide a blocked number via ANI in real time, but it was commonly done by some, back when their systems wouldn't properly strip it, especially if you were trunked directly into a switch normally dedicated for L/D and not Local service.

Those switches weren't designed to honor the blocked bit, since they were core routing infrastructure and not intended to deliver calls directly to a customer premise device. (These were once called "tandem" switches. There's not much of a distinction anymore now that you can get trunks directly from an L/D carrier.

If you were trunked directly into a tandem, you got data you weren't supposed to get.

As far as ANI spoofing, there's a good reason for it. If you have a PBX that has a hundred phone numbers that can reach it, you want the ability to set ANI on outgoing calls properly so customers will call back to the correct number.

Many carriers nowadays will filter out and drop any ANI you send that doesn't match a number they provided, but if you have multiple carriers, you might be sending an ANI that routes to a trunk from another carrier if you're using an overflow trunk to your secondary or tertiary carrier. Or even just doing your own least-cost routing. So if they're filtering, you can ask them to stop and they will.

And the "new" carriers that never participated in the Bell system nor understand the engineering design, simply don't care. I can send whatever ANI I feel like sending from our PBX out my Comcast trunks, for example. I was just playing with it the other night attempting to fix a problem where our extension numbers are being added to our 800 number on outbound calls.

I set my desk phone to send 800-555-1212 and called my cell phone and got 8005551212XXX where XXX is my internal extension number. I'm still hunting for the damn checkbox that someone turned on that's triggering that.

We're replacing the whole system in a month so I have to decide what priority to put on fixing it on gear that will be gone soon. :)
 
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