Question
My Sell number isn't from Singapore but I can receive calls from Singapore. However, I can't make outgoing calls to Singapore anymore. Why is that?
Answer
The authorities for Singapore telecoms have strong anti-fraud measures, particularly concerning VoIP numbers. Calls can only be made on a best-effort basis. The call blocking is part of the "Implementation of Measures to Address Spoofed Calls" regulatory code which went into effect in 2020.
To be able to make outgoing calls to Singapore, purchase a Singapore National number which is available for companies with foreign addresses after appropriate document verification. The delivery time is up to three weeks.
Note that Sell numbers are fixed which means that one user can have only one number, and you can't rotate them. For more information, see this article: Activating Sell Voice.
If you need your agents to rotate numbers, use Aircall for Sell from the Zendesk Marketplace. This is a plug-in that works with Sell and allows your agents to rotate the numbers. To procure a Singapore number, contact.
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