Make sure you have direct dial service on your phone line and that you are using a touch-tone phone. Please follow these steps when making an international call using GlobalCallback:
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 GlobalPhone Customer Support.
GlobalCallback 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 our callbacks. Also In many cases it is faster and simpler to use.
There are three ways to change your callback number:
To access the Enhanced Service Menu when using GlobalCallback or any of the GlobalPhone 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 Use Speed Dial (*#1 from the Enhanced Service Menu) When using GlobalCallback or any of the GlobalPhone 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#”. GlobalPhone dials 1-713-123-4567 for you.
To Use Conference Calling (*#2 from the Enhanced Service Menu)
When using GlobalCallback or any of the GlobalPhone 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 GlobalPhone 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.
User cannot dial the callback trigger number?
If you cannot dial the callback 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 callback 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 callback 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 callback trigger number is still busy, report it to GlobalPhone .
If you have been using callback and suddenly your callback trigger number is always busy, your local phone company may be blocking your callback trigger number. GlobalPhone can issue a new callback 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 GlobalPhone and ask about our callback cloaking system.
Still having difficulty?
Don’t give up. Please call us, or send a fax or an email, and we will have one of our customer service representatives troubleshoot your callback 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 callback trigger number in the U.S. Let the call ring once, and hang up. When the GlobalPhone 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.