Telephone Number Options
With Convercent, you have some options regarding the telephone numbers you can utilize for your hotline. Depending on which option you go with, it will depend on what is needed.
To begin with, we offer what is called “Shared” numbers. These are numbers that are not specific to an organization and branded as Convercent. Meaning, the recorded greetings, hold messages, and agent "spoken" greeting mention Convercent, not the specific organization. We have numerous in-country Toll -Free, Local, UIFN, and National numbers available in over 125 countries, and growing.
If you would prefer to have your hotline messages branded or have your own specific telephone number, “Dedicated” lines would be the best option for you. With having dedicated lines, you have the option to customize the
Now you can have a dedicated line without custom greetings and so forth. We can assist with having the number/s pointed to the shared programming. It all depends on what would work best for your organization.
This is also the case if you own your own number/s. You can choose to have them point to our existing shared greetings or you can have custom ones created.
Finally, if you have your own numbers, but don’t want to manage them on your end, you have the option to port them over to us to manage for you. Keep in mind, you can port your US numbers over to us with no issues. However, porting international lines can be challenging as many of the local carriers do not allow the porting of their numbers out to another provider. If you would like to try and port any international numbers to us, we would confirm with our provider prior to committing to ensuring if we can.
As a note, you have the option to go with a hybrid approach if you choose to do so. You may have a limited number of employees at some of your locations and would prefer to have shared lines in those countries. For example, some of our clients use 1 dedicated line at their primary country and utilize shared at their other locations.
Depending on the approach you choose, the countries you need numbers in (dedicated), projected call volume, programming need, and so forth, the pricing will fluctuate.
Note, if we do not have an existing shared number for a country you have presence in, you have the option to add that country as a new line (if available) at a charge for the first year of service and setup costs.
Purchasing Dedicated Lines
If you would like to purchase dedicated lines, we will need the following information to get started with the process.
- What countries do you need lines in?
- How many total employees do you have?
- What languages do you need support for at each country?
Porting Your Existing Lines
To begin this process, we will need the following to start the process.
- The telephone number along with the country associated with that telephone number.
This will allow us to work with our provider to determine what can or cannot be ported over. For the numbers that are confirmed to be “portable”, Convercent would provide you a RespOrg (Responsible Organization) form to be filled out by you and your current provider. This is the form that allows the process to port (transfer) the number/s over to us. Once that is completed, you will provide it to Convercent to begin the porting process. As a note, it can take 5 to 7 business days for the port to complete. Once the process has started, there is no exact “ETA” provided to us as to when the number porting will be completed.
There is also a possibility that the port will be rejected for various reasons (Example: Existing telephony provider has it locked in a bundle). There is no way for us to know in advance if it will be rejected. However, if it does get rejected, we will provide the reason why so you can work with your provider to have it corrected. Once that is done, we will re-submit the porting of the number/s. This will then take an additional 5 to 7 business days.
At Convercent, we would love to facilitate getting the rejection corrected, however since we are not the responsible party (Owner of the number), we are not allowed to. We can only assist in the resubmission of the RespOrg form to start the porting process.
Customer Managed Lines
If you would like to continue to manage your own lines, we would just need to know if you are going to utilize our existing shared programming or have customized dedicated programming created. We would then provide you the local DID telephone number. You would then work with your provider/carrier to set up call forwarding.