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From setup to advanced features - find clear guides, tips, downloads, and answers to common questions. Need more help? We’re just a click away.
Support articles
Practical answers on day-to-day tasks - dashboard settings, routing rules, voicemail, and more.
Activate Area Code Routing
Automatically connect callers to the nearest branch based on their area code. One phone number, multiple destinations.
Activate a Closed Message
Play a message to callers outside working hours. Let them know when you are available and how to leave a message.
Activate a Whisper Tone
A whisper tone plays a short sound before the call connects so you know which number the caller dialled. Useful for multiple businesses or numbers.
Activate a Whisper Tone
A whisper tone helps you recognise which calls come through your phone number. Enable it in your dashboard.
Activate a Call Queue
When all lines are busy, callers are placed in a queue automatically. Every 10 seconds we check if someone is available and connect the call.
Activate a Phone Menu
A phone menu lets callers choose a department or person by pressing a number. Tell us your options and we set it up for you.
FAQs
Find quick answers to the questions users ask most often about numbers, setup, and features.
Yes, a toll-free number is free for the caller from any landline or mobile in the country it serves, which is the main reason businesses use it for sales lines, support, and inbound marketing. The receiving company pays the inbound traffic, so finance keeps a clear view of the cost while the call barrier stays at zero for the customer.
A toll-free number is always free for the caller and the business pays the inbound minutes, while a premium-rate number charges the caller a per-minute or per-call rate set by the national numbering authority in each country (or the local currency equivalent). The dashboard reports inbound spend and premium-rate revenue separately, so finance can split the entries on the management report without manual cleanup.
A toll-free number is free for the caller and the receiving business pays for the call, while a premium-rate number charges the caller a per-minute or per-call rate that the business sets within the cap the local telecoms regulator allows. Most companies use toll-free for sales and support, and reserve premium-rate for paid services like information lines or premium consultations.
CallFactory customers can call the free support line around the clock, and outside office hours you can also email support@callfactory.co because the inbox is monitored continuously. The on-call engineer escalates incidents that affect more than one customer immediately, so the impact on your business stays as short as possible.
You can change the destination yourself from the dashboard or the mobile app, and the new routing applies on the next incoming call without a waiting period. Many businesses use this to forward calls to a colleague during a meeting, or to switch back to the office once the team is in.
Name dialing translates the letters on a phone keypad into digits, which is how 0800-FLOWERS becomes 0800-3569377 on the caller’s handset. Businesses pick name numbers because customers remember a brand word more easily than seven random digits, which usually drives a measurably higher response rate on billboards, vans, and radio.
