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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 – 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 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: