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Looking to optimize and improve your business communication management? Call logging provides valuable insights into your phone activity through a process of capturing, tracking, and analyzing call data.

In this article, we will dive deeper into the following topics:

• What is Call Logging?
• What are Call Logs?
• Manual vs Automatic Logging
• Benefits of Call Logging Software
• Use Cases

Let’s get started!

Explained: What is Call Logging?

Call logging is the process of documenting your phone and call history. And this means collecting essential call data and recording all phone activity that occurs on a certain network, such as your business phone service.

So, what type of information gets collected?

The type of information that’s collected varies among providers. But, typically it includes a variety of call metadata that provides insight into how your teams and customers communicate.

This includes data such as:

• Date and time
• Call duration (seconds or minutes)
• Caller ID
• Direction of call (inbound or outbound)
• Location of call origination and destination
• Destination number or number dialed
• Outcome of call or reason for call ending
• Type of call (toll-free, local, etc.)
• Cost per call and total charge
• Features used (SMS forwarding, call recording, etc.)
• Call journey (extensions, IVR, etc.)

However, one thing these records do not include is the contents of your phone calls or texts.

What are Call Logs?

While call logging is the process of capturing and organizing data, call logs are where the above-mentioned information is stored. In other words, you can access essential call details by reviewing your call logs or call detail records.

If you’re using call logging software, most providers store your records in online portals or send them to you with your monthly bill. And they remain available to administrators on your network forever, so you can access them as needed.

Manual vs Automatic Logging

Now, you can log calls either manually or automatically. Let’s break down what these methods look like.

Manual logging involves inputting call activity and info into a spreadsheet or CRM by hand. And this takes place either during the call or directly following it. As a result, this method is prone to human errors and is often time-consuming for teams. But, it may be useful for small businesses or individuals who only make or receive a few calls per day.

On the other hand, automatic logging happens passively, meaning the call logging process is completely automated. This eliminates the need for manual data entry and the possibility of human errors, making it more reliable and efficient. So, your teams can focus on helping the customer rather than reporting call analytics accurately.

You can implement this automated method by using call logging software, which is typically offered by VoIP providers like Global Call Forwarding. But, it’s important to note that even with this application you might have to manually input call data into other business tools like your CRM. That’s why you should look for a solution that integrates with your other apps.

For example, VoIP CRM integrations typically use two-way automatic synchronization technology. In most cases, customers choose how often they want their data to sync across platforms; for instance, every 10 or 30 mins.

So, you can set up phone call activity to automatically appear in both your VoIP system and CRM. This removes the need to manually input call history and data into either of these systems, resulting in a more efficient, accurate, and reliable way to track call data.

Benefits of Call Logging Software

Call logging software not only streamlines your team’s workflow but also provides valuable insights into how your network is used. With your call detail records, you can determine network patterns, customer behaviors and preferences, team performance, successes, areas in need of improvement, and more. So, your teams can better prepare for their calls and you can build a more effective service.

Here are the benefits of using call logging software:

1. Automate menial tasks
2. Keep track of vital data easily
3. Improve call management and data entry accuracy
4. Increase operational efficiency
5. Enhance caller experience and service quality
6. Optimize employee productivity and performance
7. Integrate with CRMs and other business tools for maximum efficiency
8. Measure ROI of business calls and marketing campaigns

Call Logging Use Cases

How you choose to use your call logging software and records completely depends on your needs and goals. Here we will go over a few common use cases of call logging, including:

1. Personalizing customer experiences
2. Tracking employee performance
3. Identifying new target markets
4. Monitoring call center patterns and variations
5. Encouraging team collaboration

So, let’s jump in!

Personalize Customer Experiences

Use call history and records to learn more about your customers’ needs, leading to more effective sales and support interactions. Monitor and track calling patterns, trends, behaviors, preferences, and more to deliver better experiences.

And consider integrating call logging software with your CRM to quickly access customer information, including previous interactions, purchase history, and contact details. This way, you can provide personalized support interactions and B2B sales pitches.

Track Employee Performance

Monitor and evaluate your team’s performance by reviewing data like call duration, number of calls handled, and so on. This will provide insight into call quality, areas of improvement, and more. And based on the data, you can then offer training and coaching as needed to help agents hit their goals.

Identify New Target Markets

Review your call history to see where your inbound calls are coming from. Pay attention to regions or countries your business is not currently serving. If these areas are generating a lot of calls, consider expanding your business and services there.

Monitor Call Center Patterns and Variations

Use call data to determine calling patterns and fluctuations on your network. This helps you identify peak call volume times or track your marketing campaign’s success. And more importantly, it allows you to prepare or adjust accordingly for a more effective and streamlined service.

Encourage Team Collaboration

Promote collaboration and communication across departments, remote agents, and international teams with centralized call logs and data. Using a VoIP CRM integration with call logging capabilities, your teams can share call notes, follow customer journeys, listen to recordings, and more. And this call data is accessible from any device or location, leading to improved efficiency, productivity, and teamwork.

Get Call Logging with Global Call Forwarding

Global Call Forwarding offers call detail records with any of our phone number plans. And once signed up, you can easily access your business call logs through our intuitive online control panel.

Does your business use Zoho as its CRM? You can also integrate our VoIP service with your CRM and enjoy two-way data automatic synchronization.

To learn more about our call logging solution and integrations, speak with our team of experts at (561) 908-6171 or chat with us online!

Businesses are constantly trying to find ways to streamline processes both internally and externally. And this is because efficiency is a key driver of customer satisfaction, revenue, and overall business success.

As such, it continues to be a top priority among big enterprises like global multinational organizations as well as small businesses. This everlasting need has inspired many innovations in software and technology – one of them being click-to-call.

In this article, we’ll discuss what click-to-call is, how it can help your business, common use cases, and more. So, let’s jump in!

Don’t feel like reading? Watch our Click-to-Call video instead!

Definition: What is Click-to-Call?

Click-to-call is a VoIP feature that allows users to initiate calls by simply clicking on a phone number or call button within their browser or CRM.

This capability makes it easy for your teams to contact leads and customers and vice versa.

Other names for this feature include:

• Click-to-dial
• Click-to-talk
• One-click calling
• Click-calling, and more.

You can use this feature in two ways, depending on your use case: 1) adding a “web callback” HTML snippet to your website or 2) using a VoIP provider that offers a custom solution complementing their service.

In this article, we’re going to focus more on the VoIP feature offered by most VoIP and CRM providers with their service.

How Does Click-to-Call Work?

Click-to-call typically works through a browser extension or CRM integration. As such, it enables you to make calls from any device with just one click without having to manually enter or copy and paste numbers into your dialer.

It’s also important to note that this feature may look different depending on the business, provider, and platform.

For instance, click-to-dial may appear as a:

• Call icon or button
• Clickable contact name
• Clickable phone number

When you click on any of these interactive, hyperlinked elements, the feature will automatically initiate your call in real-time using a VoIP connection.

Check out the GCF Click-to-Dial extension to see it in action and use it alongside our GCF softphone.

Benefits of Click-to-Call

Whether you plan to use click-to-dial to improve team efficiency or to encourage customers to call, this feature holds benefits for your business and customers.

Here are the top 6 benefits of using click-to-call:

• Improve efficiency – Above all, this VoIP feature saves time by helping your agents contact leads and customers quickly. And, your teams don’t have to break from their workflow or concentration to look up or manually dial a phone number. This leads to greater operational efficiency.

• Increase functionality of your CRM – You can integrate this feature within your CRM through VoIP CRM integrations. This allows your teams to access calling capabilities directly from your CRM and streamlines the outbound calling process.

• Optimize productivity – While it may seem like this feature only saves your team minutes or even seconds during the calling process, it adds up over time. And with the time they save, reps can focus on placing more calls in a day, resulting in better productivity.

• Ensure dialing accuracy – Say goodbye to human errors that waste company time and agent energy, such as dialing an incorrect number. Click-to-dial increases accuracy as reps no longer have to memorize phone numbers or double-check the dialed number.

• Enhance business accessibility – Make it easy for customers to seamlessly connect with your business when they have an issue or concern. And offer omnichannel support by including click-to-call options on all your brand’s platforms.

• Boost conversion rates – By strategically including click-to-dial options on landing pages, ads, etc., you encourage interested customers to reach out. And this gives your B2C or B2B sales team an opportunity to close the sale, leading to higher conversion rates and more sales.

How Can Businesses Use This Feature? [Use Cases]

Since click-to-call technology makes the calling process easier on both your teams and your customers, there are a few different ways your business can use it to your advantage.

So, how do you use click-to-call?

1. Integrate with CRM
2. Add to your business website
3. Learn about your audience’s preferences
4. Support remote teams

Let’s take a look at the top use cases for this feature.

Integrate with CRM

This is one of the most popular use cases for click-to-call as it allows your teams to easily place calls directly from your CRM. So, your teams don’t have to waste time dialing phone numbers and switching between platforms. And with the time that they save, they can contact more leads and customers in a day.

On top of that, this integration also centralizes business communication; meaning, all necessary tools and customer information is in one place. This makes it easy for your teams to prepare for calls and access important information quickly, leading to better customer experiences.

Add to Your Business Website

Incorporate a click-to-dial button or link on your homepage by embedding a snippet of HTML code to the website.

By adding a clickable button or link to your web pages, you give customers and prospects a seamless way to contact your business and receive assistance immediately. This is especially useful if you have a lot of customers coming through mobile traffic. When these customers click the call button, it would take them to their smartphone’s keypad to place the call. On the desktop, it would take them to available softphone options.

This removes any roadblocks from the inside sales and customer support process and encourages engagement – leading to improved CX and higher conversion rates.

Learn More About Your Audience

Using click-to-call CTAs, links, and buttons across your website, marketing materials, and content allows you to learn more about your audience’s behaviors and preferences.

You can track these calls to gather important data insights such as:

• Caller identity — caller ID associated information
• Source of call — where the caller interacted with your business before calling
• Date and time — times and days customers are actively looking for your services
• Caller location — geographical relevances of your products and services.
• Call detail records – view and export comprehensive data about your call activity.

And then, you can use this information to:

• Optimize marketing and sales tactics
• Determine the most effective lead sources
• Generate leads and segment customers
• Evaluate campaign performances and so on.

Support Remote Teams

Click-to-dial is a cloud-based feature and so– meaning it is not restricted to a certain device or geographical location. This makes it a perfect solution for remote teams, as they can access it from anywhere.

And remote reps can not only use this feature to easily communicate with customers but also collaborate and connect with other employees.

Getting Click-to-Call For Your Business

Getting started with click-to-call is straightforward. Simply find a reliable VoIP provider that offers this feature and sign up for an account with them. Then, work with them to set it up in a way that works for your business and teams.

To learn more about click-to-call and our comprehensive suite of features, call +1 (561) 908-6171 or chat with our telecom experts online!

Looking for a new business phone number or interested in upgrading your current phone system? Enter: SIP numbers.

Everyone – from small businesses to large corporations – can use SIP to build a more effective phone system. In this article, we’ll cover the basics of these numbers, the benefits, use cases, how to get this solution, and more. This way, you know if this solution is right for your needs.

In this guide, we’ll cover:

• What are SIP Numbers & How Do They Work?
• Benefits
• How to Use SIP Numbers w/Use Cases
• How to Get and Set up

What Are SIP Numbers and How do they Differ from Traditional Ones?

SIP numbers use IP telephony technology to deliver voice calls between two or more parties over a network. In other words, these cloud-based phone numbers allow your business to make and receive calls through an internet connection.

So, how are SIP numbers different from traditional ones?

Instead of using physical phone lines – like traditional numbers do – SIP numbers use digital pathways to transmit voice. Although these phone numbers differ from traditional ones, they look the same. Both number types feature the same numerals and formatting. And this is why you’re able to port your existing phone number to a new cloud-based provider.

Other names for this service include:

• SIP lines
• SIP trunks
• SIP addresses
• VoIP numbers
• Cloud phone numbers
• Virtual numbers and so on.

How Do These Numbers Work?

SIP stands for Session Initiation Protocol. It’s a signaling protocol that powers SIP numbers and makes real-time IP-based calling possible.

When you place a call, this technology breaks down your voice into data packets and sends them to the receiver via a network connection. Once these packets arrive at your desired destination, they reassemble into voice. And this process happens in a matter of seconds for a seamless calling experience.

For a more in-depth look at how this technology works, check out our guide on how SIP trunking works.

Benefits of SIP Numbers

From its cost-effectiveness to its scalability, SIP has no shortage of benefits for your business. Let’s take a closer look.

• Affordability

SIP numbers are one of the most affordable communication solutions on the market, especially when compared to traditional numbers. This is because they use the internet, allowing you to make local, long-distance, and international calls at inexpensive rates.

• Reliable High-Quality Calls

These phone numbers do not rely on physical landlines. This means that you not only experience higher call quality but also improved reliability.

For instance — If a call goes unanswered at its initial destination, this technology has failover capabilities that automatically reroute calls from one location to another. So with SIP’s built-in redundancy, you can rest assured that you’ll never miss a call, even during a power outage.

• Global Coverage

Global SIP services allow you to connect with prospects and customers around the world from your current headquarters. With Global Call Forwarding, you gain access to over 160 countries worldwide, making it easy to expand your business to new markets with minimal risk.

• PBX-Compatible

SIP numbers are compatible with most existing PBX systems. Simply plug this service into your current PBX to increase functionality and modernize your legacy business communication, without replacing your entire setup.

• Mobility & Flexibility

With a cloud-based SIP number, you’re not tied to one geographic location or device. In other words, you can place calls using any IP-enabled device and from anywhere in the world.

• Advanced Communication Tools

Most providers offer users access to a suite of advanced call features that boost your system’s performance. Some popular features include international call forwarding, caller ID management, softphones, IVR, and more.

• Scalability

You can modify and scale your SIP service as needed. Add, manage, or remove lines and users based on your business’ growth.

How to Use SIP Numbers [4 Use Cases]

Businesses of all sizes and industries can use SIP numbers to improve their service and drive growth. For a better idea of how your teams can use this tech, here are 4 examples of popular use cases:

1. Provide 24/7 customer support

With access to communication features only available through the cloud, you can offer 24/7 support to customers around the world. Simply set up location-based and time-based routing strategies or adopt a Follow the Sun model. So, when customers call your main SIP phone number, your system automatically routes them to the best available location.

2. Expand to new global markets

SIP numbers provide you with an easy and cost-effective way to enter new markets and expand globally without relocating your teams or offices. Get SIP phone numbers for each of your target countries and then forward incoming calls to your main headquarters. This allows you to access new customer bases with minimal risk while keeping overhead costs low.

3. Connect local, remote, and international teams

Since this technology provides mobility, flexibility, and centralized call management, you can use these numbers to connect teams across multiple locations (including remote and distributed employees) and encourage collaboration. Make sure to select a provider that delivers all your desired features and services in a single platform. Or, use APIs and integrations instead to develop your current system.

4. Localize your business

With a local phone number, your business can easily establish a local presence in target markets and boost connection rates with local customers. Get SIP numbers with recognizable area codes or use caller ID features to display a local number.

The great thing about cloud phone numbers is that they can be used in a number of ways because they are adaptable to your specific needs and business goals.

How to Get SIP Numbers (& Set Up Requirements)

To get SIP numbers for your business, you must find a reliable cloud phone number or SIP trunking provider such as Global Call Forwarding.

When researching different solutions on the market, make sure to review each provider’s:

• Pricing plans
• Setup or hidden fees
• Available services and features
• Country coverage
• Network reliability and uptime guarantee
• Activation times and documentation requirements
• Customer support offerings, and so on.

Once you choose a provider that’s right for your business, sign up for their service and wait for the number to be activated.

Learn how to find the right telephony provider in our step-by-step guide.

While waiting, you can pass the time by making sure your setup meets the basic requirements to power SIP.

All you need to get started is:

• Stable internet connection – we recommend using Ethernet cables instead of a WiFi connection, as it’s more reliable.
• Adequate bandwidth – allot at least 100 kbps for each call and consider configuring QoS settings for voice traffic prioritization.
• Any device with an internet connection – this includes IP phones, softphones, computers, laptops, smartphones, tablets, etc.

As you can see, these numbers do not require complex setups or additional equipment to work properly. And while these are industry standard requirements to run SIP and avoid common problems, talk to your chosen provider about their recommended specifications. This way, you experience the reliability and high-quality voice SIP is known for.

Related: How to Set up SIP Trunking in the Cloud

Get SIP Numbers from Global Call Forwarding

Ready to get SIP numbers for your business? Global Call Forwarding can help you get set up, so you can start reaping the benefits.

We offer a variety of cloud communication services for businesses of all sizes including cloud-based phone numbers and SIP Trunking.

And we make it quick and easy for you to get started with these options:

1. Sign up for cloud phone numbers or SIP trunks through our website’s pricing page.
2. Call us and speak with our experts at +1 (561) 908-6171. You can get custom plans that match your specific needs.
3. Fill out our contact form and request a demo.

Whatever option you decide, we are here to help you every step of the way with dedicated account managers and a wonderful support team that’s available 24/7. Get started today!

087 numbers are a great way to establish a national presence in South Africa. So, if you’re looking for a phone number for your South Africa-based business or if you’re interested in expanding to the SA market, this may be the solution for you.

In this article, we’ll discuss the basics of these South Africa numbers, their benefits, how to get one, and FAQs.

What are South Africa 087 Numbers?

087 numbers are national numbers from South Africa that start with the country code +27.

Example of South Africa 087 number format: +27 (0) 87 xxx-xxxx.

These types of SA numbers are not associated with a specific geographic area. Instead, they are assigned to the country as a whole. For this reason, 087 numbers are referred to as non-geographic numbers and act as an alternative to toll-free and local phone numbers in South Africa.

Typically, 087 numbers are reachable from anywhere in the world. But, this largely depends on your chosen provider.

How Does 087 Service Work in South Africa?

Many 087 numbers on the market use VoIP technology to successfully connect calls. In other words, they use the internet to transmit voice calls and are not tied to physical phone lines or SIM cards.

This means your business can use cloud-based SA numbers like these to establish a nationwide presence in South Africa, even if you’re not physically present in the area. Simply forward incoming calls to any phone number, PBX, or other VoIP app. And when making outbound calls, business agents can show a local South African caller ID.

Since 087 numbers are national phone numbers, the caller (customers) and the receiver (business) share the cost of the call. So when customers within South Africa call your business, they incur local calling rates, even if your business is located overseas.

Benefits of 087 Numbers

Getting 087 numbers from a cloud phone service provider like Global Call Forwarding offers many benefits for those looking to do business in South Africa. Let’s look at the top advantages for your business:

1. Establish a national presence in South Africa, irrespective of where your business resides
2. Reduce communication costs by sharing local calling costs with callers
3. Improve coverage by being reachable from inside and outside the country
4. Expand to the South African market without increasing your overhead costs
5. Access with less strict documentation
6. Experience advanced cloud communication features for improved call management
7. Invest in Africa’s growing economies with minimal risk.

Local vs Non-Geographic Numbers in South Africa

When looking for the right type of international number for your business, you’ll come across three common virtual number types in South Africa:

• local geographic numbers
• toll-free numbers, and
• non-geographic 087 numbers.

Now, toll-free numbers are free for callers to call and operate differently from local numbers and 087 numbers.

But, geographic and non-geographic numbers are similar in nature. So, to better understand the difference between South Africa local and non-geographic numbers, let’s compare these two phone number types:

Frequently Asked Questions About SA Numbers

Here are answers to some of the most frequently asked questions regarding South Africa numbers:

Q: How many digits do South Africa 087 numbers include?

A: There are 10 digits in national SA numbers. Example: (087) xxx-xxxx.

Q: How do you call 087 numbers from outside South Africa?

A: To call a 087 number from an outside country, first dial the international call prefix (or dial out code) of the country you’re calling from. Then, type the country calling code of the country you’re trying to call – in this case South Africa (27). And finally, dial the national phone number of your desired destination.

So, if you’re calling from the U.S. you would dial – 011 27 087 xxx xxxx

Q: How much do South Africa numbers cost?

A: Global Call Forwarding offers South Africa numbers starting at $12.95 per month. We offer five different cloud phone number plans for toll-free, national, and local numbers. Each plan comes with monthly minutes plus an additional per-minute rate.

Q: What documents are required to get 087 numbers?

A: Depending on your provider, you may have to submit different types of documentation when ordering an international phone number. The most commonly requested types of documentation are proof of address, proof of ID, proof of business, and a letter of intent.

How to Get South Africa 087 Numbers from Global Call Forwarding

To get a South Africa phone number from Global Call Forwarding, you can either speak with one of our representatives or purchase online on our website.

To purchase your numbers online, watch the above video or follow these steps:

1. Visit our Pricing page.
2. Select your new number from the left dialog box.
3. Choose South Africa, National, 087 prefix, and number available.
4. Then, enter the necessary information in the right dialog box to have your calls forwarded.
   Note: You can forward calls to any location or VoIP/SIP system.
5. Click on View Rates and choose from our five different plans.
6. Add premium services, if desired. We offer Call Recording, Outbound Calling, and Rollover Minutes.
7. Submit your order and wait for your service to be activated.

Want to learn more about South Africa numbers and which number type is right for your business? Consult with our global telecom experts today. Call us or chat with us online!

There’s a good chance that your prospects and customers are sick of waiting on hold for an available live rep. So to prevent subpar caller experiences and potential customer loss, consider offering alternative communication methods. This may include providing omnichannel support channels like chat and email or simply offering a web callback option.

In this article, we’ll define web callback, how it works, and its benefits so you can decide if it’s a good fit for your business and customer needs.

Web Callback: What it is and How it Works

Web callback allows visitors on your website to request an instant call back from your company by entering their contact information online.

This feature’s name varies depending on your chosen provider. For instance, it is sometimes referred to as CallMe Click or a call page. However, the main function is the same across the board.

Additionally, web callback is customizable to your business’s needs. But, it generally appears as an interactive button or forms labeled with the words “Request Callback,” “Call Me Back,” or “Call Now.” You can place these buttons and forms on pages like landing pages, digital ad campaigns, homepages, contact forms, and more. This way, you boost your company’s reachability while improving prospect engagement, leading to more sales opportunities.

How Web-Based Callbacks Work

Web callback uses Computer Telephony Integration or CTI technology to connect website visitors to live representatives through a click of a button. Let’s break down this process further.

When website visitors click on your callback button, it automatically opens a window prompting them to enter their contact info including name and phone number. Then, the service alerts your company by dialing a representative. After that, it calls the requester to establish a two-way voice connection between both parties.

As you can see web callback is straightforward, and the setup process is just as easy since it doesn’t require advanced programming or a complex VoIP infrastructure on your end. Simply, add an HTML code snippet to your website and a callback button will appear on your desired pages.

8 Benefits of Implementing Web Callback

This feature is not only beneficial to your business, but also to your customers and prospects. As we mentioned earlier on, web callback increases reachability and prospect engagement. But, that’s just the start.

Let’s take a look at all the benefits it has to offer:

1. Increase sales – Place callback buttons on high-traffic web pages to capture visitors’ attention and drive conversions.

2. Collect prospect info and generate leads – Obtain lead data from visitors by asking them to enter info such as email, phone number, name, etc.

3. Boost accessibility/reachability – Provide users with an alternative way to contact your business. Website visitors can engage your business at no cost, no matter where they are in the world.

4. Offer flexible and convenient communication channels – Allow users to contact your business from any location or IP-enabled device at no cost to them with web callback.

5. Decrease hold times – Make the most out of your visitor’s time by offering them a way to bypass lengthy wait times and request a callback instead.

6. Improve CX – Reduce customer effort and help prospects and customers avoid frustration due to long call queues. Additionally, increase satisfaction levels by providing a free way to contact your business.

7. Easy to set up – Implement the web callback service by simply including an HTML code snippet on your website.

8. Customizable to your needs – Tailor text, logo, branding, and dialog window fields and accommodate different languages and time schedules all through your provider’s online control panel.

Where Can You Get This Service?

Many cloud communication providers, like Global Call Forwarding, offer web callback services. But with a variety of options on the market, it can be difficult to choose. So, how do you know which provider is right for your business?

To start, research multiple providers and review their offerings. Make sure to look at:

• Pricing plans
• Setup or hidden fees
• Available services and features
• Network reliability and uptime guarantee
• Activation times
• Customer support offerings and so on

Then, compare each provider to your business’s needs and goals. Take your time with this evaluation as your provider contributes to the quality, security, and reliability of your desired service.

Web Callback from Global Call Forwarding

Global Call Forwarding offers the web callback feature to businesses of all sizes. This service is generally customized to your business website and overall needs. So, to get the right solution or learn more, call +1 (561) 908-6171 or chat with our telecom experts online!

As a global business, maintaining regulatory compliance can be a major challenge; especially when it comes to telecommunications.

Most businesses are unsure where to start and how to navigate the ever-changing regulatory landscape. Some may even wonder if it is their responsibility or their provider’s. And although providers and carriers are well-versed in global telecom compliance and regulations, it helps to know what you need to use your phone service securely.

While understanding and managing telecommunications compliance can seem like a daunting task, this article will help you understand the core concepts you need to know. Let’s have a look!

Understanding the Basics of Telecom Compliance

Whether you’re buying international phone numbers, global SIP trunks, or local calling from a carrier, it is important to understand what regulations go into creating a safe and reliable service. This is especially critical for global communications as international laws can often interfere with your service.

Phone number regulatory compliance and telecom regulations are designed to protect voice and data transmissions and, by extension, safeguard your business. But, if somehow, you end up on the side of non-compliance, your business will experience service interruptions, downtime, and even legal issues.

Keeping this in mind, let’s look at the basics of telecom compliance:

1. Know Your Customer (KYC) Requirements
2. Number Activation Requirements
3. International Emergency Regulations
4. Lawful Interceptions
5. General Data Protection Regulation (GDPR) and the EU
6. Federal and State Laws

1. Know Your Customer (KYC) Documents and Requirements

KYC information helps your telephony provider validate and verify your business. For this reason, they will require documents proving your identity, such as:

• Proof of identification — This includes your legal IDs, such as a passport, driver’s license, government- or state-issued ID, and documentation related to company authorization.
• Proof of business address — Official document with company name and address. Information should relate to the company and not the individual person. In other words, your personal address won’t work. You may even be asked to provide business registration and ownership documents.

You can find out what specific documentation you will need to provide from your provider.

2. Number Activation Requirements

Next, different phone number types from various countries will have varying requirements for activation. It helps to research before purchasing a phone number, so you know what to expect. You can also ask your new provider’s sales representative how long it takes them to activate your desired phone number.

Learn more in our international number ordering requirements guide.

3. International Emergency Regulations

Governments around the world require phone service providers (even virtual number providers) to have the ability to make emergency calls to respective emergency services. In other words, every in-country number should allow users to call local emergency services.

Examples of emergency numbers include 911 in the US, 100 or 112 in India, 110 for police or 112 for ambulance/fire in Germany, and so on.

So, as part of global telecom compliance, virtual telephony numbers must be configured in the in-country database with the correct user identification and physical address. This emergency service access ensures employees in a business can find help during a crisis.

Now, every country will have different requirements to activate emergency services for their numbers. Most carriers will bundle emergency calling along with number provisioning during your number activation phase to make this process easier.

This is what the general process looks like —

You purchase a number and provide the necessary documents > Your provider verifies your identity and business > Your provider/carrier will upload the necessary information to an in-country, non-real-time database.

4. Lawful Interception (LI)

Lawful interception is legally sanctioned access to voice, email, and chat conversations for police or security purposes. This security process requires carriers to provide law enforcement agencies access to individual or business communications. To comply with this, businesses using cloud communication solutions across workspaces and locations must ensure their carrier can support LI requirements in their target countries.

5. General Data Protection Regulation (GDPR) and the EU

Another key telecom compliance regulation is the GDPR. Put into effect in 2018, the GDPR is a data security and protection regulation that charges fines against companies and institutions that violate its privacy and security standards. According to the GDPR Article 5.12, its core principles are lawfulness, transparency, data minimization, storage limitation, accuracy, confidentiality, and accountability.

Whether your company resides in the EU or does business with EU citizens and residents, the GDPR applies to you. So, any business that is a data controller or collector must show that they are GDPR compliant.

6. State and Federal Laws

In addition to the above, you’ll also want to be aware of the necessary national (federal) and state laws your business must follow with regard to telecommunications. This will differ from country to country and also from industry to industry.

You can find this information with a simple Google search for “[country] telecom regulations.” However, it is a good idea to speak with your legal counsel and look at business resources to help you fully understand what compliances are essential to run your business.

Be Proactive About Regulatory Compliance

Don’t let telecom compliance be an afterthought. Set your business up for success by considering and preparing for critical and necessary regulations. Do your due diligence to ensure your business is not lacking in any way. This will not only protect it from liability and non-compliance but also build credibility and trust among your customers.

Prepare for the PSTN and ISDN Phase-Out

While the world relied on PSTN’s ability to help us communicate effectively across continents, we’re now heading towards newer, more reliable technology. With the advent of advanced cloud communication solutions, PSTN and ISDN tech is becoming less and less relevant.

In fact, Europe is on the path to completely replacing the PSTN by 2025, while other global nations plan to phase out PSTN by 2030. This phasing out of outdated communication technologies means we’ll see a growing migration to IP networks and cloud communications.

And businesses switching to new technologies — with advanced services and features — will need to re-evaluate their compliance regulations. This is because new tech and solutions, like VoIP, come with new regulations.

Regulatory Compliance Checklist

When evaluating your company’s compliance with telecommunications regulations, there are a few things to keep in mind:

• Take time to research and learn about telecom compliance regulations (specifically for VoIP) in countries you operate in or want to expand to.
• Understand compliance requirements for your specific business type, industry (Dodd-Frank or MiFID), and data collection and submission.
• Make KYC information easily available to your provider/carrier.
• Choose a provider/carrier that understands telecom compliance requirements and can help you comply accurately.
• Speak with your legal team to better understand how these regulations can affect your business.
• Set up emergency service access as required by each country you operate in or plan to expand to.

Work with a Provider that Understands Telecom Regulations

The best way to ensure your business maintains telecom compliance in the US and globally is to work with a provider that knows the importance of regulations. You can then lean on this provider to stay in compliance and use your phone service without any hiccups.

As part of finding the right provider, ask them how their service complies with global and local regulations and how they can support your business. To learn how Global Call Forwarding works, call us or chat with our global telephony experts today!