Support
FreedomVoice Customer Care
As THE Voice of Small Business™, FreedomVoice is committed to providing you with the best customer support experience in the cloud communications industry – and beyond! Our Customer Care team is made up of friendly, knowledgeable members who are dedicated to helping with anything and everything related to small business and technology. We will always go above and beyond to help you get the most out of your FreedomVoice system!
Need a helping hand?
You can find step-by-step manuals, videos and how-to guides, and/or open a support ticket at our help site:
Let's Talk!
Email: customercare@freedomvoice.com
Phone: (480) 463-8290 – ext. 2 for Support, ext. 3 for Billing
Hours:
Mon – Fri, 5:00AM – 5:00PM PST
Saturday, 6:30AM – 3:30PM PST
How We Can Help You
Our Customer Care team strives to help you in any and ALL areas that we can. We are still human though, and there may be some items outside of our visibility or expertise. To help outline areas where we are able help and other areas where YOU will be involved, we have prepared this chart:
|
Phone Connectivity (Dial Tone) |
FreedomVoice Commitment |
Customer Administered |
|---|---|---|
|
Confirm phone activation |
|
|
|
Confirm phone provisioning settings |
|
|
|
Test Phone Credentials |
|
|
|
Replace faulty hardware within warranty period |
|
|
|
Confirm network configuration (verify IP) |
|
|
|
Verify phone’s physical connectivity to network |
|
|
|
Verify network configuration |
|
|
|
Verify Internet access for phone |
|
|
|
Phone Number Routing / Call Forwarding |
FreedomVoice Commitment |
Customer Administered |
|
Ensure that system forwards extension when dialed |
|
|
|
Ensure Time/Day filter settings are functional |
|
|
|
Verify number routing and Auto-Attendant options |
|
|
|
Verify proper routing infrastructure |
|
|
|
Ensure that forwarding target number is accurate and functional |
|
|
|
Call Audio Quality |
FreedomVoice Commitment |
Customer Administered |
|
Provide a list of tested Network equipment and their Quality of Service Settings |
|
|
|
Assist with VoIP testing and diagnosis tools |
|
|
|
Replace faulty phone hardware within warranty period |
|
|
|
Ensure network hardware is compatible with VoIP |
|
|
|
Ensure network hardware is correctly configured to prioritize VoIP traffic |
|
|
|
Ensure internet access is adequate for VoIP usage onsite |
|
|
|
Call Connectivity (Call Completion/Call Drops) |
FreedomVoice Commitment |
Customer Administered |
|
Provide a list of tested Network equipment and its Quality of Service Settings |
|
|
|
Assist with VoIP testing and diagnosis tools |
|
|
|
Replace faulty phone hardware within warranty period |
|
|
|
Verify proper routing infrastructure |
|
|
|
Troubleshoot and resolve routing issues between caller and called party |
|
|
|
Ensure network hardware is compatible with VoIP |
|
|
|
Ensure network hardware is correctly configured to prioritize VoIP traffic |
|
|
|
Ensure internet access is adequate for the VoIP usage onsite |
|
|
|
Ensure that target number is accurate and functional |
|
|
|
Verify phone’s physical connectivity to network |
|
|
|
Verify Internet access for phone |
|
|
|
Support for 3rd party phones (not purchased through FreedomVoice) |
FreedomVoice Commitment |
Customer Administered |
|
Provide provisioning server address and credentials |
|
|
|
Ensure proper activation and configuration in FreedomVoice System |
|
|
|
Assist with WebLink activation process |
|
|
|
Activation of additional lines |
|
|
|
Verify device is a SIP compatible VoIP phone |
|
|
|
Enter provisioning information and credentials in device configuration |
|
|
|
All other device configuration |
|
|
|
Telephone Number Porting |
FreedomVoice Commitment |
Customer Administered |
|
Verify FreedomVoice offers coverage for phone number/area |
|
|
|
Work with 3rd party carriers to transition number to FreedomVoice system |
|
|
|
Configure number routing in FreedomVoice system and verify number works as stated on porting request |
|
|
|
Provide status updates during the porting process |
|
|
|
Abide by all LNP and Toll-Free porting rules and regulations |
|
|
|
Verify number is eligible for porting |
|
|
|
Provide FreedomVoice with a complete, accurate, signed Letter of Authorization |
|
|
|
Inform FreedomVoice where number should route, and whether it replaces a number or is being added as an additional number |
|
|
|
If desired, cancel account with losing carrier after port completes |
|
|
|
When porting out, ensure account billing is in good standing and billing information is up to date |
|
|
|
When porting out, notify FreedomVoice if you intend to cancel service after number has ported |
|
|
|
Message Notification Delivery (Fax/Voicemail) |
FreedomVoice Commitment |
Customer Administered |
|
Verify destination email address |
|
|
|
Confirm message delivery from FreedomVoice System |
|
|
|
Provide alternate access to messages via WebLink |
|
|
|
Confirm destination email address is valid |
|
|
|
Whitelist messages@freedomvoice.com |
|
|
|
Ensure that message filters, anti-virus, or other receiving policy is not preventing receipt |
|
|
|
Contact email provider for assistance |
|
|
Our Customer Care
As THE Voice of Small Business™, FreedomVoice is committed to providing you with the best customer support experience in the cloud communications industry – and beyond! Our Customer Care team is made up of friendly, knowledgeable members who are dedicated to helping with anything and everything related to small business and technology. We will always go above and beyond to help you get the most out of your FreedomVoice system!
Need a helping hand?
You can find step-by-step manuals, videos and how-to guides, and/or open a support ticket at our help site: http://support.freedomvoice.com
Let's Talk!
Email: customercare@freedomvoice.com
Phone: (480) 463-8290 – ext. 2 for Support, ext. 3 for Billing
Hours:
Mon – Fri, 5:00AM – 6:00PM PST
Saturday, 6:30AM – 3:30PM PST
How We Can Help You
Our Customer Care team strives to help you in any and ALL areas that we can. We are still human though, and there may be some items outside of our visibility or expertise. To help outline areas where we are able help and other areas where YOU will be involved, we have prepared the following document: