Home Callback Guide
Callback Guide

phoneMan Placing Callback Calls Using Your Trigger Number
Make sure you have direct dial service on your line and that you are using a touch-tone phone.
Please follow these steps when making an international call using Callback:

  1. Dial your U.S. trigger number. This 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 trigger number from outside the U.S., be sure to include the country code (e.g. +1-XXX-XXX-XXXX). By dialing you trigger number, the ConnexPhone  switch will initiate a call to your callback number on record.
  2. After dialing your trigger number, hang up after one ring. Do not let the line ring more than three times, otherwise the ConnexPhone switch will not call you back.
  3. ConnexPhone’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 ConnexPhone Customer Support. 
    For more details on how to use your Callback account enhanced features, or to view a list of alternative triggering techniques (web, email, SMS, ANI), please read below.

    Alternative Callback Triggering Procedures
    Callback 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 ConnexPhone’s Automatic Number identification feature, simply call the Callback ANI access number (+1-703-937-0777), let it ring once, and hang up. ConnexPhone’s switch will attempt to recognize your phone number and call you back to initiate a call. If you do not receive a call back from the ConnexPhone switch within 60 seconds, it is likely that your phone number could not be passed properly from your carrier to the ConnexPhone switch, and an alternative callback triggering method will have to be used.
  • Internet Callback Trigger - To initiate your callback via the Internet, just visit  Webcall Trigger. 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.


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.

 

Callback Enhanced Features
The Callback 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 trigger number, and allow the phone to ring until you hear the voice prompts. When prompted, enter your 10-digit trigger number and PIN. A voice prompt will guide you through three different options (listed above). Please not 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 ConnexPhone customer service to obtain the "Follow Me" feature.

Enhanced Service Menu
To access the Enhanced Service Menu when using Callback or any of the ConnexPhone 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 redial the last number you dialed, press three (3)
  • To change your callback number, press (4)
  • To listen to your account balance, press (5)

To Use Speed Dial (*#1 from the Enhanced Service Menu) When using Callback or any of the ConnexPhone 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#”. ConnexPhone dials 1-713-123-4567 for you.To Use Conference Calling (*#2 from the Enhanced Service Menu). When using Callback or any of the Phone 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 ConnexPhone 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.

Callback Troubleshooting Guide

User cannot dial the callback trigger number?
If you cannot dial the 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 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 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 trigger number is still busy, report it to ConnexPhone .

If you have been using callback and suddenly your trigger number is always busy, your local phone company may be blocking your trigger number. ConnexPhone can issue a new 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 ConnexPhone and ask about our callback cloaking system.

Still having difficulty?
Don't give up. Please provide trouble ticket online via your account, and we will have one of our customer service representatives troubleshoot your 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 trigger number in the U.S. Let the call ring once, and hang up. When the ConnexPhone 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.