FAQ: What is my account number and why is it important?

Each of our clients has a unique account number which is also the number they can call us directly and/or use as their call forward.  This number allows our staff immediate access your account information.

If you still need further assistance or have questions, please contact our Client Care team by calling toll free 1-866-605-2558 or emailing them.

Stay tuned for more answers to frequently asked questions from Intercon Messaging!

 

FAQ: What are your hours of operation?

We are fully staffed to serve your needs 24 hours a day, 365 days a year; we never close!

Our schedules are made according to the amount of traffic to ensure efficient operator coverage at all times. In the event we experience higher than normal call volumes, we do have staff on call that can log in and assist.

 

Stay tuned for more answers to frequently asked questions from Intercon Messaging!

FAQ: Why Isn't My Call Forwarding Working?

Call forwarding is supposed to be a simple process. However sometimes there are ‘hiccups’ along the way. The issues and solutions below are the most common call forwarding issues we have run into over the years.

Problem: You try several times to forward your lines, but the telephones are still ringing at your location. 
Solution: Sometimes the forwarding process does not complete due to issues with the phone company or an incorrect key being pressed. Pick up the telephone line and enter the command to deactivate the call forwarding to remove any programming on the line. Hang up and start the forwarding process again.

Problem: When you try to forward a line or when deactivating call forwarding, you hear a fast busy signal. 
Solution: A fast busy signal usually indicates that the feature you are trying to use is already enabled. Hang up the phone and use the opposite command. For example, you try to forward your phones and hear a fast busy. This indicates the line may already be forwarded. Use the command to deactivate the forwarding, hang up the phone and start the call forwarding process again. This could also mean that the call forwarding feature has been removed from your line. In this case, you will need to contact your phone provider and have them re-activate the feature.

Problem: You want to verify that the forwarding is activated and ringing at the correct number. 
Solution: After forwarding your phone line to Intercon Messaging, pick up another line and dial your business number. Your call should be answered by one of our Customer Service Representatives. 

Problem: Some of your clients hear a busy signal when your lines are forwarded.
Solution: This could mean that you do not have enough 'Talk Paths' from your phone provider. When your phone line is forward to us your phone provider may limit the number of simultaneous calls that can be sent to us. If you have just one talk path, they will forward just one call at a time. Additional callers will hear a busy signal until the first caller hangs up. You can call your phone provider and order additional talk paths if needed.

If at any time you would like assistance with getting your phone lines call forwarded to Intercon Messaging please feel free to contact us by calling your account specific phone number or by contacting one of our supervisors at 1-866-605-2558.

Do you know what your call forwarding options are?

Did you know that your phone provider offers different types of call forwarding?

The terms used and the instructions on how to forward your phone often vary from provider to provider, however the most common types below are fairly standard.

Call Forward Fixed: This is sometimes also referred to ‘Remote Call Forward’ or ‘Permanently Parked’. All incoming calls will be automatically forwarded to the answering service 24/7/365. This is programmed by your phone provider so can only be turned on or off by them.

Call Forward Busy: This is sometimes referred to as ‘Busy Call Forward’. Call Forward Busy automatically transfers calls to the answering service when your phone line is in use. This is programmed by your phone provider.

Call Forward No Answer: This is sometimes referred to as ‘No Answer Transfer’. Call Forward No Answer lets you choose the number of rings after which your call will forward to the answering service.

Call Forwarding Variable: This is sometimes referred to as ‘Traditional Call Forwarding’. It allows incoming calls to be automatically forwarded to a number of your choice.  You can choose to turn this on or off and/or change this number.

Some customers choose to utilize their in-house phone systems to forward calls to the answering service. However many of these phone systems degrade the call quality when used so we recommend this only as a last resort.

Now that you know the difference between each call forwarding type, stay tuned for more articles on the Benefits of Call Forwarding, Troubleshooting and How-To’s!