When dialing an international toll-free number (ITFN), the call may not connect or will ring out or reach a recording. This article lists a very common cause for this issue.
Many ITFNs are only available to be called from the country that the ITFN is assigned. For example, a German ITFN will only be available to be called from within Germany. This is the same with mobile numbers if mobile numbers are allowed. The mobile phone must be within the assigned country as well. Following the example above if a user has a German mobile phone and is roaming outside of Germany, the call will not connect.
When testing these numbers, they will usually be successful as when we test we use in-country numbers.
The countries listed below are countries that do not allow calling to ITFNs from outside the country.
Canada (from Canada and mainland United States)
Puerto Rico (from mainland United States, Canada, Hawaii and Puerto Rico)
United Arab Emirates
United States (from mainland US)
Virgin Islands (from mainland United States, Alaska, Hawaii, Canada, Puerto Rico, Guam, Mariana Islands and the Virgin Islands)
Verify with the customer that they are testing from an in-country number when calling a toll-free number in the countries listed above.
This information is currently listed in the Voxbone portal at the following URL: https://app.voxbone.com/core/restrictions/countries
This information is subject to change as countries change their telco regulations.
Testing the number with Spearline from an in-country number, if possible, will confirm if there is a fault with the number.
If the number cannot be tested from an in-country number in Spearline, request in-country examples from the customer to provide to the carrier for confirmation.