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Troubleshooting International Callback

The following instructions are used as a comprehensive guide to using GlobalPhone’s GlobalCallback service. Please click on any of the topics below to jump to that section of the document.

Placing Callback Calls Using Your Trigger Number

Alternative Callback Triggering Procedures

GlobalCallback Enhanced Features

GlobalCallback Troubleshooting Guide

 

GlobalCallback – Placing Callback Calls Using Your Trigger Number

Make sure you have direct dial service on your phone line and that you are using a touch-tone phone. Please follow these steps when making an international call using GlobalCallback:

  1. Dial your U.S. trigger number. This callback trigger number is your unique access number that is used to initiate a callback. Your trigger number is a ten-digit number in the form XXX-XXX-XXXX. When dialing your callback trigger number from outside the U.S., be sure to include the country code (e.g. +1-XXX-XXX-XXXX). By dialing your callback trigger number, the GlobalPhone switch will initiate a call to your callback number on record.

  2. After dialing your callback trigger number, hang up after one ring. Do not let the line ring more than three times, otherwise the GlobalPhone switch will not call you back.

  3. GlobalPhone’s switch will call you back within a few seconds. Answer the call and you will hear a voice prompt "Welcome, please enter the phone number to call followed by the pound key (#)."

    To call the U.S., Canada or the Caribbean, dial: 1 + (3-digit Area Code) + (7-digit Phone Number)
    To call anywhere else in the world, dial: (Country Code) + (City Code) + (Phone Number)

  4. To make another call, without hanging up, press the pound key (#) twice. You will hear the voice prompt again. Now dial the next number you want to call. You can make unlimited sequential calls this way.

  5. When finished making your callback calls, dial the star key (*) twice to terminate your session. Please remember this step before hanging up your phone.

  6. For security reasons all accounts have a set monthly usage limit. If you should receive the prompt: "You have exceeded your limit" and want your limit to be raised, please contact GlobalPhone Customer Support.

For more details on how to use your Global Callback account enhanced features, or to view a list of alternative callback triggering techniques (web, email, SMS, ANI), please visit the Callback Guide.

Alternative Callback Triggering Procedures

GlobalCallback offers several ways to trigger a callback. These procedures are very useful if you do not have international dialing, do not have a touch-tone phone, or if your phone company is blocking your callbacks. Also In many cases it is faster and simpler to use.

  • ANI Callback Trigger - To initiate your callback via using GlobalPhone’s Automatic Number Identification (ANI) feature, simply call the Global Callback ANI Callback Trigger number, let it ring once, and hang up. GlobalPhone’s switch will attempt to recognize your phone number and call you back to initiate a callback. You will be prompted for your account code before you can dial your destination. 

    If you do not receive a callback from the GlobalPhone switch within 60 seconds, it is likely that your phone number could not be passed properly from your carrier to the ANI Trigger number.

    ANI Trigger Numbers can be found in MYAccount. After you log in, you will see a link for ANI Callback on the left menu.

  • Internet Callback Trigger - To initiate your callback via the Internet, just visit /webcall. Enter the last seven digits of your callback trigger number. Enter your destination number including country code; note that destination number is optional since you may also dial it after receiving the callback. Then click on the “send” button. In just a few seconds, you will receive a callback. After picking up your callback, you will hear your destination number ringing.

  • Email Callback Trigger - To initiate a callback via email, send a blank email to “XXXXXXXXXX@gphone.info” where "XXXXXXXXXX" is your 10-digit trigger number (Example: 7039371234@gphone.info). You may also optionally send the destination phone number after the callback trigger number using the format “XXXXXXXXXX#YYYYYYYYYY@gphone.info”, where “YYYYYYYYYY” is the destination number including country code. You will receive a callback as soon as your email is received by our system, usually within a few seconds. Please note that email delays can sometimes be lengthy depending on network congestion levels.

  • SMS Callback Trigger - To initiate a callback via simple messaging system (SMS), send an SMS text message to telephone number “447747782320” (in United Kingdom), where the message body is “XXXXXXXXXX@gphone.info”, and 'XXXXXXXXXX' is your 10-digit trigger number. (Example: 7039371234@gphone.info). You may also optionally send the destination phone number after the callback trigger number using the format “XXXXXXXXXX#YYYYYYYYYY@gphone.info”, where “YYYYYYYYYY” is the destination number including country code. You will receive a callback as soon as your SMS is received by our system, usually within a few seconds. Please note that SMS delays can sometimes be lengthy depending on network congestion levels.

For both Email and SMS callback triggers, you may store regularly used numbers in your mobile phone or e-mail address book by name. For example, if you store "CallJohn" in your address book, all you have to do is type "CallJohn" and send the message.

To make another call, without hanging up, press the pound key (#) twice. You will hear the voice prompt again. Now dial the next number you want to call. You can make unlimited sequential calls this way.

When finished making your callback calls, dial the star key (*) twice to terminate your session. Please remember this step before hanging up your phone.

Footnotes About SMS Callback Triggers

  • SMS text messages may be stored on most mobile phone handsets for easy retrieval so that it does not need to be manually entered each time you place a call. Please consult your mobile phone user guide for details.

  • Initiating calls via SMS will only work if your mobile phone service provider and your mobile phone supports international SMS text messaging or direct e-mail messaging facilities. Almost all providers now offer SMS message services free or for a very nominal charge.

  • To verify the operation of international SMS text messaging from your mobile phone, enter your own e-mail address as a SMS text message and send it to “447747782320”. Check to see if you receive an e-mail message in your inbox identified as having come from your mobile phone. If this does not work, please contact your mobile phone service company to obtain detailed instructions on enabling and sending SMS text messages and direct e-mail messages from your mobile phone.

  • You must have your mobile phone handset set up to generate tones when you press the keys on the keypad; otherwise, our callback system cannot hear the numbers you are dialing.

  • To initiate callback calls from a mobile or personal data assistance (PDA) that has direct e-mail facilities, send an e-mail text message to XXXXXXXXXXX@gphone.info, where " XXXXXXXXXX " is your 10-digit trigger number (Example: 7039371234@gphone.info).

  • The GlobalCallback system will attempt to call you as soon as your message has been received. Message delivery times may vary depending on network congestion levels. If you do not receive a callback within 2-3 minutes, you may wish to initiate an alternate triggering technique.


GlobalCallback Enhanced Features

The GlobalCallback service also has several enhanced features that may be of interest to advanced users:

  • Follow-Me Features
    If you selected a pin code on your callback application, you have access to the following features:
    • To change your callback number, press one (1).
    • To change your voice announcement to the switchboard operator, press two (2).
    • To receive a callback, press three (3).

To access the Follow-Me features, dial your callback trigger number, and allow the phone to ring until you hear the voice prompts. (Note: you must have a 703 or 202 area code trigger number for this feature). When prompted, enter your 10-digit account number and PIN. A voice prompt will guide you through three different options (listed above). Please note that you will be billed by your local phone company for this call.

If you are not prompted for an account code and PIN, you will not be able to program your service until you contact your GlobalPhone customer service to obtain the "Follow Me" feature.

  • Enhanced Service Menu
    To access the Enhanced Service Menu when using GlobalCallback or any of the GlobalPhone calling card services, trigger your callback through any of the methods listed above. Upon receiving a callback and hearing the voice prompt requesting you to dial your destination number, press the star key (*) and pound key (#). A voice prompt will guide you through five different options (listed below):

    • To modify your speed dial numbers, press one (1)
    • To initiate your conference calling feature, press two (2)
    • To change your callback number, press three (3)
    • To redial the last number you dialed, press four (4)
    • To listen to your account balance, press five (5)

  • To Use Speed Dial (*#1 from the Enhanced Service Menu) When using GlobalCallback or any of the GlobalPhone calling card services, after you are prompted to dial the destination number, simply press the speed dial number followed by the pound key (#). For example, if you have telephone number 1-713-123-4567 programmed at speed dial position 1, after hearing “Please enter the number you wish to dial”, enter “1#”. GlobalPhone dials 1-713-123-4567 for you.
  • To Use Conference Calling (*#2 from the Enhanced Service Menu)
    When using GlobalCallback or any of the GlobalPhone calling card services, after you make a connection to your first destination number, you can connect up to 15 additional parties to the call.
    • To add an additional party, press “*#2” and you will hear a prompt "Initiating conference call. Please enter the number you wish to dial". Dial the number of the third party.
    • You will then hear a prompt "Please speak your conference greeting at the tone. End your recording greeting with the # key".
    • Record something like "This is John, I am inviting you to my conference call now" then press # to end the message.
    • The GlobalPhone switch dials the third party and plays the message to the third party prompting him/her to press “1” to accept the conference call or “2” to decline. If third party accepts, he/she is connected, if the third party declines, the switch tells the conference party that there is no answer.
    • To add parties 4 through 16, the conference call originator simply repeats the process by pressing *#2.

GlobalCallback Troubleshooting Guide

  • User cannot dial the callback trigger number?
    If you cannot dial the callback trigger number, you may not be dialing the international prefix number required by your country's exchange when making a call to the U.S. Be sure that you dial both the country code for the U.S. (1) and the 10-digit trigger number (XXX-XXX-XXXX).

  • User cannot receive a callback?
    By default, your callback trigger number is assigned to callback a specific number when triggered. Please make sure you are calling from the phone that is designated as the callback phone number. If you are calling from the callback phone, please be sure to dial the trigger number and hang up after the first ring. If you let the trigger number ring more than three times it will not call you back. This feature prevents unintended callbacks caused by telemarketers or people dialing wrong numbers. If there is still no callback, we may be having difficulty making calls to your country. This should be reported to Customer Support.

  • Trigger number is busy?
    If you called your callback trigger number and are still waiting to receive the callback, it will ring busy if you dial it again. The system makes up to four attempts to call you and that process lasts around 5 minutes. If you waited over five minutes and the callback trigger number is still busy, report it to GlobalPhone .

    If you have been using callback and suddenly your callback trigger number is always busy, your local phone company may be blocking your callback trigger number. GlobalPhone can issue a new callback trigger number or you may use our Alternative Callback Triggering Procedures listed above.

  • Cannot dial the destination number?
    Be sure you are using a touch-tone phone. If you have trouble dialing the destination number after receiving the callback, please check that you are using a touch-tone phone. If you are using a pulse phone, our switch cannot hear any tone and will say "Invalid number, please enter the phone number to call followed by the pound key (#)."

    To check if your phone is set to pulse or tone, pick up your phone and press any button. If you hear a tone (beep), your telephone is set to tone dial. If you hear clicking, it is set to pulse dial. Many phones have a switch to change between tone and pulse. Switch it to tone and try again.

    If your telephone exchange requires pulse dialing, you can still use the callback system. To check if your exchange uses pulse, make sure your phone is switched to tone, then pick up your phone and listen for a dial tone. After you hear a dial tone, press any button between zero and nine and release it. The dial tone should stop. If it does not stop, your exchange only allows pulse dialing.

    If your exchange allows only pulse dialing, dial the trigger number using pulse dialing. When you get the callback, switch your phone to touch-tone and dial the destination number.

  • Still cannot dial the destination number?
    If you still hear the voice prompt "Invalid number, please enter the phone number to call followed by the pound key (#)" you may be taking too long to dial. Do not wait longer than five (5) seconds between digits. Also, you may have dialed an invalid number. Make sure you dial as if calling from within the U.S.

If the phone line gets cut off as soon as you begin dialing, your local phone company may be blocking your callback. Try using our Alternative Callback Dialing Procedures or contact GlobalPhone and ask about our callback cloaking system.

  • Still having difficulty?
    Don't give up. Please call us, or send a fax or an email, and we will have one of our customer service representatives troubleshoot your callback account. Please be sure to provide all relevant information such as your trigger number and callback number and a description of the problem.

  • Having problems when using a fax machine?
    Use your fax machine in manual mode. Pick up the fax handset and dial the callback trigger number in the U.S. Let the call ring once, and hang up. When the GlobalPhone switch calls you back, pick up the hand set and dial the number to which you wish to send a fax, using the dialing procedures discussed above. When the destination fax machine answers, you will hear a fax tone. Press the start button on your fax machine and hang up the fax phone.