January 24, 2020

Frequently Asked Live Answering Questions [Call Center FAQs]

live answering on a cell phone

Always Answer has been around for decades providing the very best in live answering services for our community! And throughout our many years of service, we’ve seen (and answered) lots of questions, but whenever a particular question comes up regularly, we add it to our FAQs – because we want all of your questions answered accurately and easily.

Have a question about our live answering services or virtual receptionist? Check out our FAQs below or see the full list that includes billing and sales inquiries on our website – or, of course, you could always ask us! We’re always here for you – just call or send us an online submission!

How Do I Forward My Phones to Always Answer?

There are three common types of telephone services; POTS, PBX, and VOIP.

For a POTS Line – Plain Old Telephone System (most common), simply follow the below steps!

    1. Dial *72 (Some service providers will require you to dial 72#)
    2. If there are multiple lines, you must be on the 1st line of the phone
    3. Dial the call forward number (DID) provided
    4. Once you receive an answer, you may hang up
    5. Test call forwarding by dialing your office number

For a PBX – Private Branch Exchange – your PBX provider must configure forwarding for this type of system. Simply contact your provider and let them know!

For a VOIP Line, most providers require you to log into your VOIP control panel and set up your forwarding according to your vendor instruction.

If I Get Simultaneous Calls, Will My Callers Receive a Busy Signal?

Like most call centers, our call center does exercise call limits, however, unlike most other call centers, this can be increased any time at no additional charge. We just request that you let us know when to expect your increased call volume for our staffing purposes.

Are My Messages Secured?

Yes, always! We use gateway level, server level, and workstation level anti-virus and intrusion protection – so you don’t have to worry about your messages or their security!

Do You Have Backup Systems in Place?

We back up our computers; servers are backed up nightly.

We back up our power; our utility power is backed up by our commercial UPS system and commercial natural gas generator.

We back up our Internet; we supply redundant high-speed DSL and Cable internet feeds to our entire network.

We back up our phones; we use T1 level telephone service from two different providers.

Are Your Calls Outsourced or Overseas?

No, Always Answer is a U.S. owned and operated business – which means we work right here in the US. So, support local and choose Always Answer!

How Soon Can I Start?

Start times are coordinated with your sales consultant and dependent upon the complexity of the account. But most accounts can be ready for use in just 24-48 business hours, as long as all account details have been submitted.

Do you need your account to start sooner? No problem! Many basic accounts can start the same day if all account details are submitted before noon.

How Does It Work?

Once your account is ready, your customer care associate will contact you with the call forwarding number and standard call forwarding instructions.

Once the line is forwarded to the number provided, all of your calls will be answered by one of our agents. The agents will take a message and deliver as per your instructions.

Is There a Contract?

There is no term contract. Therefore, you are not locked in for an extended period of time. We only require a signed service agreement, which outlines the rate you have selected along with any additional terms so there are no surprises on your bill.

How Long Are Recordings Stored?

Our recordings are stored for thirty days at no additional charge. Always Answer also offers Voice Recording Storage should your recordings need to be stored for longer periods of time.

Contact Always Answer to Learn More or Get Started Today!

Contact our sales team today to learn more, have any additional questions answered, or even start a 7-day free trial of our services!