What are the call restrictions for toll-free numbers?

Question

Answer

If you use a toll-free number on Talk, it's important to note that specific call restrictions may apply.

This article contains the following sections:

Inbound
Outbound
Exceptions

Inbound

You should use toll-free numbers for domestic inbound voice calls only. If you try to call a toll-free number from a phone number outside that number's country, your call might not go through because these numbers only usually work within their own country.

Outbound

Zendesk doesn't support outbound calls from toll-free numbers. This also applies to numbers added as external numbers. For this reason, call forwarding may fail and the call will end. Zendesk will mark this call as abandoned in the queue.

Since callback, overflow and call forwarding features rely on outbound calls, which toll-free numbers can't do, we strongly recommend you to turn those features off.

Note:

In some cases, outbound calls from a toll-free number may connect, but others may fail or destination carrier may block them.
Outbound calling from toll-free numbers may be unreliable and Zendesk can't guarantee them.
The Caller ID may not display correctly or the carrier may modified them.
To ensure reliable outbound calls, use a number designed for outbound calling. Any outbound-capable number other than a toll-free number.

Exceptions

Toll-free numbers from the United States, Canada, and Japan can make outbound calls to numbers from the same country. However, they cannot call international numbers.

Customers can make outbound calls from a Japanese toll-free number to another toll-free number within Japan. Before you make the call, verify that the toll-free number you dial accepts calls from other toll-free numbers, as some may impose restrictions. Before you dial Japanese toll-free numbers, ensure to use the local format, such as 0120392580.

For more information on restrictions and limitations, see our provider's resource: Toll-free phone number restrictions and limitations