Skip to main content

Toll Free

(800) 477-1477

Top

FAQs

  • What do I need to get started with CloudPhone?

    Not much.  CloudPhone service is hosted by FreedomVoice remotely in the cloud, meaning there is no on-site phone server or PBX to configure and no software to install.  We ship you your phones, you plug them in, and activate them online.  Generally, all you will need is a business-grade broadband connection and the CloudPhone-enabled phones included with the service. To evaluate your network’s readiness for CloudPhone service, check out our free online VoIP Speed Test.

  • How does CloudPhone unlimited calling work?

    CloudPhone service includes unlimited domestic local and long distance calling from CloudPhone devices (including Polycom deskset phones and softphones). You’re free to make as many of these calls as you want without the meter running. Please note that calls you make to phone numbers outside the domestic service area (United States, Canada, Puerto Rico, and the USVI) are billed at per-minute international rates.

  • Can I add more phones as my business grows?

    Yes!  CloudPhone is built to scale in two ways that distinguish our solution from others on the market.  First, you may add new phones to your service at any time just by gving us a call. We ship you the phones, you plug them in, activate them online and you’re ready to go.  Second, should your business grow to the point of needing a more complex setup or local on-site support, we make it very easy to move to our CloudPBX solution designed for small businesses with five or more phones.

  • What if I need phones for multiple offices?

    With CloudPhone service, location simply isn’t a barrier.  You can have phones in multiple offices, including home offices, all joined seamlessly on the same phone system.  Adding a new location is painless, as phones simply plug-and-play wherever they go. Some customers will even pack their phone for business travel and plug into hotel room Ethernet to set up an office away from the office.

  • Does FreedomVoice have a mobile app?

    Yes! Our mobile app is available for iPhone or Android and transforms your cell phone or tablet into a more powerful business tool. With our mobile app, you can make calls and present your business phone number as Caller ID instead of your personal number, plus access your voicemails, faxes, use one-touch contacts dialing, and more! You can download our mobile app here: iPhone | Android

  • Can I use a desktop softphone application?

    Yes. CloudPhone service is compatible with the X-Lite (desktop) and Bria (mobile) softphone applications from CounterPath. These programs allow you to use your CloudPhone service to place, receive, and manage calls without the need for a physical deskset phone (though you may use a deskset phone as well at your discretion).  For more information on these applications, please visit www.counterpath.com.

  • If I’m not able to answer my desk phone, can I forward to my mobile?

    Sure. For each extension, you can set up a call forwarding list with the phones and phone numbers you want to send the call to. You may choose, for example, to first try to deliver the forwarded call to your desk phone, and if you don’t answer to then try your mobile phone. You can even set up to only try your desk phone on the times of day or days of week you know you will be in the office, and send forwarded calls straight to your mobile any other time.

  • Do I get a local direct dial number for each phone?

    Yes. When activating each phone online, you will be able to choose from a selection of local phone numbers in or near your area that when dialed will directly ring to that phone instead of going through your automated attendant and extensions.

  • Can I dial 911 from a CloudPhone device?

    Of course. By law, and because we care about your safety, we provide enhanced 911 (E911) dialing services with your CloudPhone service. Any connected device is able to dial 911 to reach emergency services.

  • How do I reach Customer Care?

    Our dedicated Customer Care team can be reached by phone at (800) 477-1477 ext. 2 or by email at customercare@freedomvoice.com. You can also find quick answers in our online user community or connect with us on social media on Facebook or Twitter.

  • What’s the difference between CloudPhone and CloudPBX?

    CloudPhone is intended for 1 – 4 users in light or home office environments and is provided on a self-installation basis. CloudPBX is intended for 5 or more users and includes the support of a FreedomVoice-certified partner who can provide detailed network analysis, make recommendations, and handle the installation and configuration of your service.

  • I had call quality issues with other providers. Will that be a problem here?

    No. We have had 20 years to refine our backbone calling platform, and we have used them wisely. We have multiple redundant data centers nationwide and are peered with a blend of top-tier carriers that is simply unmatched in our industry, even among our largest competitors.

  • Can I send or receive faxes with CloudPhone?

    Yes! Your CloudPhone business number doubles as a fax line and can receive faxes. These faxes will be stored online, can be sent to you by email as a PDF, or can be forwarded on to a physical fax machine. You can also send faxes out by uploading the document(s) you want to fax and entering the phone number(s) you want to fax to.

  • Can I change my auto attendant greeting?

    Yes! Your system recordings are yours to customize. This is the first impression your callers will get of your business and we want you to be able to welcome them in the manner best fitting your business. Our Customer Care team is happy to help you script this message, and you can even call on our professional voice talents to make your recording in the style and tone of your choice for a small one-time fee.

  • Can I set up business hours and play a different menu when not available?

    You bet. Our After Hours Greeting optional feature allows you to set up a second auto attendant to play instead of your default greeting at the times of day and days of week of your choosing. To ensure this feature is configured appropriately for your business, we strongly recommend contacting our Customer Care team to assist at (800) 477-1477 ext. 2 or by email at customercare@freedomvoice.com.

  • Can I forward calls to more than one phone number at the same time?

    You can set multiple forwarding phone numbers for an extension to ring simultaneously – reaching you (or your team) as quickly as possible wherever you happen to be.

  • Can I change my hold music?

    Yes! Our Personalized Hold Music optional feature allows you to change up your hold music at any time. Many of our customers choose to upload properly-licensed professional music or swap out hold music entirely in favor of promotional messages.

  • Can I block or screen unwanted calls?

    Yep. We get it – productivity is a terrible thing to waste, and not everyone calling has something worthwhile to say. Block calls from telemarketers or other harassing phone numbers, or screen your calls with options like having the caller speak their name and hear this upon answering before choosing whether to connect or send to voicemail.

  • Can I have my voicemail messages sent to my email?

    You bet. Each extension can be configured to send messages to your choice of email addresses. You will get a notification email per message with the caller’s phone number, the date and time of the call, and an audio file attachment that will let you immediately check the message from your Inbox.

  • Can I see reports on who called and when?

    Yes, you can. When logging in as an administrator to WebLink, your online interface, you will see a section for Reports. This area has several pre-packaged reports you can filter on time of day, date range, extension, or phone number the caller dialed to see a detailed history of your calls.

  • Can I pay by check?

    Yes! We do ask for a valid credit card to be provided at sign-up, but if you prefer to pay your ongoing charges by automated (ACH) or physical check, please contact our Billing department at (800) 477-1477 ext. 3. A refundable deposit is required to pay by physical check.

  • Can I see my invoices online?

    Yes! You can check your transaction history online at any time, including detailed invoices that you can open or download as a PDF.