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Do I have to answer inbound calls?


Question

Do I have to answer incoming calls to my voice-enable virtual number?

Applies To

  • Voice
  • Inbound Calls
  • Virtual Numbers

Answer

When using a virtual number as the CLI (Caller ID) for an outbound call, the recipient usually expects to be able to call the number back. This is common if the recipient misses the call, or is not expecting the call. It is expected that all virtual numbers used for outbound calls have a forwarding destination configured on the number.

If you do not wish to receive calls from users, it is recommended to forward the number to a Voice API application with a short message advising the caller that the number is not accepting calls and where they can receive support. An example of an acceptable message is below:

"You have been called by Acme. This number is not accepting calls. You can receive assistance by emailing support at acme dot com."

Inbound calls also use per-second billing, so you only pay for the time of the active call instead of rounding up the next minute.

Additional Information

You can find more information on how to handle inbound calls in How can I handle inbound calls to my voice-enabled virtual number?

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