A Toll Free or Freephone number is a special type of number where the person receiving the call pays, not the caller.
When someone dials this number from within the same country:
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They are not charged (especially from landlines)
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The owner of the number (you) pays the cost of the call
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It gives callers a free and easy way to contact your business
These numbers are ideal for customer service lines, sales hotlines, or support desks, especially if you want to encourage more people to get in touch without worrying about call costs.
How it works
When someone dials your Toll Free number:
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The call is routed to your VoIP system or Hosted IPPBX
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You choose where it rings, a specific phone, group, or call queue
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You are billed for the incoming call, often based on how long it lasts
The caller pays nothing, as long as they're calling from within the same country where the Toll Free number is registered.
Important: Toll Free numbers are usually only reachable from within the same country
Toll Free numbers are not globally reachable. Most are:
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Only available for use by callers inside the country
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Not accessible from abroad, mobile networks, or some VoIP services
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Limited by local carrier and regulation rules
If you need international reach, consider pairing your Toll Free number with:
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A local Standard DID in that country (for outbound calls)
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A Geographic number in nearby countries for local access
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A global SIP solution to handle call routing and overflow
Outbound calls and Caller ID
Most countries do not allow you to make outbound calls showing a Toll Free number as your Caller ID.
This is due to:
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Regulations that prevent misuse or spoofing
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Carrier restrictions that reject Toll Free numbers as a valid outbound ID
Recommended setup:
If you also need to make outbound calls in the same country, we suggest:
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Adding a Standard DID (a regular local number) in that country
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Using the Standard DID for outbound calls
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Using the Toll Free number for inbound calls
This keeps everything compliant, clear, and professional, and helps avoid failed calls or blocked Caller IDs.
Need help choosing the right type of number for your country or use case?
We’re happy to advise on the best setup for your business.
