FAQ

Questions that are frequently asked.

FAQ: General
- How do I upgrade my account?
- Can I use the service internationally?
- How do I reactivate my Talkroute account?
- I'm ready to start! How do I sign up?
- What is Talkroute?
- Does Talkroute replace my phone or service provider?
- What is included with Talkroute?
- Do I need to purchase any additional equipment or hardware?
- Does Talkroute work in Canada?
- Does Talkroute work with U.S. & Canada numbers only?
- Is Talkroute HIPAA Compliant?
- Do you offer a BAA or other signed agreements?
- How long does it take to set my account up?
- Does Talkroute work with every phone?
- Can I keep my existing phone service?
- Can I keep or use my existing phone number?
- If I leave Talkroute, can I take my Talkroute Number with me?
- Does Talkroute support international calling?
- Can I receive faxes through Talkroute?
- Does Talkroute offer Call Recording?
- Is an API available with Talkroute?
- Can I use a VPN with Talkroute?
FAQ: Pricing & Trial
- Why did my trial end early?
- Do you provide Non-Profit Discounts?
- Does Talkroute offer Free Trial Accounts?
- What happens when the trial period concludes?
- How do I cancel my Talkroute account?
- How much does Talkroute cost?
- Does Talkroute charge per user?
- Is there a connection or setup fee?
- Can I cancel my account at anytime?
- Do I get charged a fee if I exceed the Reasonable Use Policy?
- What is the Reasonable Use Policy?
FAQ: Virtual Phone Numbers
- Caller ID Information
- What is a Virtual Phone Number?
- Does Talkroute offer local & toll free phone numbers?
- Can I have multiple Talkroute phone numbers?
- Can I forward calls from a Google Voice number to my Talkroute virtual phone number?
- How long does it take for Talkroute numbers to Activate / Text Activation?
- Can I choose a local area code or phone number outside of my city/state?
- Are virtual phone numbers the same as numbers from the phone company?
- Can I route multiple Talkroute phone numbers to different forwarding phones?
- Can I choose different welcome greetings for each Talkroute Phone Number?
- Why am I having issues forwarding my current phone number to my Virtual Phone Number?
- Can I block an unwanted caller's phone number?
FAQ: Number Porting
- What is Phone Number Porting?
- Will I experience interrupted service while porting?
- How much does it cost to port a number to Talkroute?
- Can I replace my Talkroute Number with my existing number?
- Are all phone numbers eligible for porting?
- How long does porting take?
- Can I port my number away from Talkroute?
FAQ: Video Meetings
- Talkroute Video Meetings FAQs
- What Video Meetings features are included with my plan?
- How long can a meeting last?
- What type of hardware is necessary for meetings?
- How many participants can join a meeting?
- What is Session Recording?
- What is File Sharing?
- What is the Whiteboard?
- What is Screen Sharing?
- What is Team Chat?
- Do guests need to download the app to join a meeting?
- Do you need an account to use Talkroute Meetings?
- Are Video Meetings included with Talkroute?
FAQ: Audio Prompts
- Error: "That option is invalid, please try again"
- What are audio prompts?
- Do I have to record or upload my own audio prompts?
- My business is closed on the weekends. Can Talkroute play a special message on those days?
FAQ: Call Forwarding & Routing
- Can I forward my calls to an answering service?
- Calls not forwarding properly to T-Mobile, Sprint, or other carriers with spam protection
- Can I forward calls to an international phone number?
- How are maximum hold times calculated?
- How will I know if a call is coming from Talkroute?
- Can I forward calls to any type of phone?
- Do the phones I'm forwarding calls to need to have the same service provider?
- Can I forward an existing number to Talkroute?
- What is Call Stacking?
- What is the setting, "How often should we try to forward calls to your phones?"
FAQ: Call Transferring
- Blind Transfer Behaviors
- What is the difference between transfer codes and extensions when using live call transfer?
- Can I transfer a live call to another phone or department?
- Can I transfer calls with any type of phone?
- If I transfer a call to another person, can I speak to them before I complete the transfer?
- We have multiple offices, can I transfer my caller to a different Talkroute number?
- Why are transfer code disabled for my forwarding phone numbers?
FAQ: Hours of Operation
- Can I specify open and close times for my Talkroute system?
- Can I set multiple open and close times on the same day?
- What if I want to close my business outside of the normal operation schedule?
FAQ: Extensions
- What are Extensions?
FAQ: Call Menu
- Can I have multiple call menus under a single account?
- What is a Call Menu?
- Can I create Submenus?
FAQ: Outbound Dialing
- I don't want my clients seeing my cell, home, or office phone number when I make a call. Is there a way to show my Talkroute Number as my Caller ID?
- How do I show my company name on the outgoing Caller ID?
FAQ: Call History Reports
- Can I clear the call history or delete call history entries?
- Do you show the call history for my calls received through Talkroute?
- Can I see the call history for each Talkroute number?
- Can I see which extension the caller dialed?
- Why does a call status show as "Unknown"?
- Why do advanced filters only show records after February 7, 2018
- Can I download my call history in a spreadsheet?
FAQ: Voicemail
- Can I add my own voicemail greeting?
- Can I have multiple voicemail greetings?
- Does Talkroute send voicemail messages to email?
- Is voicemail transcription available?
- Can I send voicemail messages to different email addresses?
- Why am I not receiving my voicemail to email notifications?
- What are voice mailboxes?
- How many voice messages can I have?
- Can I use the voicemail on my phone instead of the Talkroute voicemail?
- Why am I receiving "Error message on voicemail playback" when attempting to play a voice message?
FAQ: Text Messaging
- How to Disable Text Messaging
- Does Talkroute offer Text Messaging?
- Can I send Pictures in Text Messages?
- How long of a text message can I send?
- Is SMS HIPAA compliant?
- How are Text Messages received and sent?
- Are Text Messages forwarded to my phones?
FAQ: Users & Permissions
- How do new users get their Passwords?
- Can I have multiple account users?
- What type of users can I add?
- Can I assign specific voicemail boxes to my users?
- Can I assign Text Messaging permissions to my users?
FAQ: Desktop and Mobile Apps
- Desktop Application Not Working After Reinstalling
- Why is the Mac Desktop App Not Detecting My Microphone?
- Can I add contacts?
- Does Talkroute offer a mobile app?
- Is the mobile app required to receive, make, or transfer calls from my cellular phone?
- Can I send/receive Text Messages with the mobile app?
- Will the mobile app work if my phone does not have service?
- When I dial a number from the mobile app, why does my Talkroute number display on my phone's dialer?
- Why is a recently placed or received call not showing in my call history?
- How do I change my contacts from being accessed by the Mobile App
- Why am I receiving an error message when attempting to transfer a call?
- Why am I not receiving push notifications when I receive new voicemail messages?
FAQ: Billing
- How do I change billing email address?
- Receipts, Invoices, and Billing History
- What payment does Talkroute accept?
- Do calls from Talkroute affect my phone bill?
- My payment has been declined, what should I do?
- My account is past due. Will my service be interrupted?
- I plan to reactivate my cancelled account. Will my Talkroute number still be available?
- How do monthly service credits work?
FAQ: Affiliate Program
- What is the Affiliate Program?
- What is a Fixed Commission?
- How do I earn Commissions?
- How much can I earn?
- What is the VIP Program?
- I believe I did not receive a commission that I should have for an account I referred. What happened?
- Can I earn commissions on an account that I own or that I'm associated to?
- Why does a recent Commission show a $0.00 value?
FAQ: Referral Program
- What is the Referral Program?
- How do I earn Referral Credits?
- When do I receive my Referral Credits?