Overview: Cloud Voice includes unlimited calls to UK landlines and mobiles, but you may want to protect users from inadvertently making a chargeable call by prompting them to enter a code if any such numbers are dialed. If they do need to make the call, such as international, and have been authorized by being given an authorization code, then the call can go ahead; if they didn't realize that the number was chargeable then being prompted for a code can protect them from being charged. In the case of users who are not authorized to make chargeable calls (they have not been given a code) they will be unable to incur charges on the account. 

Examples of chargeable calls:

• Premium rate (087x; 09x)
• Personal numbers (070x; ; UK mobile numbers 071x to 079x are free)
• Business rate (084x)
• Directory enquiry (118)
• International (+xx; 00xx; UK numbers dialed in international format +44 or 0044 are free)
• Collect (inbound call, where recipient is asked to accept the reverse charge)

When a user dials a number the following options determine how the call is handled:

Option: Authorization Code

Prompt: "Please enter your authorization code followed by the hash (#) key "

Valid code: [Call connects as dialed]

Invalid code: [Call is rejected]

Option: Transfer

Transfers the call to 1 of 3 numbers. Example 1: a pre-recorded message explaining why the call was prevented. Example 2: a manager, who is able to override the default restrictions and transfer the call using their phone.

Option: No

Prompt: "You are not able to make this call; please contact your system administrator for assistance. Thank you." [Call is rejected]

Option: Yes

Normal dialing [Call connects as dialed]

Calling Plans: edit and restrict chargeable calls

Step 1: Select to configure Calling Plans (new 2023 portal "Calling Rules")

Log into the Cloud Voice portal as admin, navigate to the company and site, then configure "Calling Plans" (under the Management heading):

Step 2: Select to configure outgoing calling plans

From the Calling Plans site feature menu navigate to Outgoing Calling Plans then the sub-menu Calls Originating From Site. Adjust as required, such as the following options:

• International / NGN: Authorization code - allowed, if valid code entered
• Operator Assisted / Directory Assistance / Premium Rate: No - prevent all such calls

Click Save

Step 3: Select to configure incoming calling plans

From the Calling Plans site feature menu select Incoming Calling Plans, block Collect Calls and click Save; this prevents callers attempting to get you to accept Reverse Charge calls.

Step 4: Select to configure calls to Personal numbers and Emergency Services

Note: "Personal numbers" are restricted by default on new services since October 2023; Emergency Services need to be configured.

Personal numbers (070*) can be costly to call, and should be viewed as Premium Rate. To prevent calls to Personal numbers proceed as follows: From the Calling Plans site feature menu select Digit Strings

Click the Add button to add the following 3 new digit strings:

Name: Personal numbers 070 | Digit Pattern: 070*
Name: Personal numbers +4470 | Digit Pattern: +4470*

Name: Personal numbers 0070 | Digit Pattern: 0070*

From the Calling Plans site feature menu select Outgoing Digit Strings, set all variants of the Personal numbers patterns to No, then click Save

Tip: using the above Digit Strings you can fine-tune the allowable calls in case you need to allow specific numbers

Emergency Services

Based upon the following Government/NHS published numbers, it is recommended to all the following digit strings set to "Allow" to ensure no restrictions. See https://www.gov.uk/call-charges & https://www.nhs.uk/nhs-services/covid-19-services/when-to-call-119/

( Police 101; COVID 119; Emergency 999; Power 105; NHS 111 )

Step 5: Set codes and/or customize users

From the Calling Plans site feature menu select Codes Management and add any authorizations codes that you want to entrust to users; you can assign and name a code for each user. Additionally, navigate to Customize Users if you want to override the above settings for a specific user (such as a manager).

All of the above changes are implemented within minutes of clicking Save. Feel free to contact us for more advanced call management options.

Step 6: Block Anonymous Callers

For the specific user set "Anonymous Call Rejection" feature to Enabled; this filters all callers who hide their number.