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What kind of products and services can I
order online?
You can order dial-around long
distance, enhanced toll free
service, international
callback, click-to-talk buttons, and
prepaid phone cards.
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How soon can I start
using your services?
After submitting your order, we will perform a
credit check. Assuming everything is okay with your credit
check, you should be able to start within a few short
hours.
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How will I know when my
account is active?
We will send you an email to inform you when your
service has been activated.
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How often do you change
rates?
International rates are being reduced generally
twice a year. Whether or not you're a customer, you can sign
up for our newsletter to keep abreast of changes to
rates.
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Can I cancel my service
any time without incurring penalties?
Yes,
just contact us and inform us that you want to cancel your
account.
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What options do I have to contact customer
service?
You can contact us by
phone, email, or fax. You can also interact with our customer
service center using click-to-talk buttons from our web site.
All consumer support information is on our consumer support
information page.
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Can I manage my account
online?
Yes, you can use our eCare service free of
charge. This is an online account management system that
allows you to:
- View your current invoice
- Change your
billing profile
- Add new services instantly to your
existing account
- Change your registered number
- Place
calls directly from your desktop
- Download call details
into an application of your choice.
- With the click of a
button, place calls conveniently from your
desktop
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How will I be billed and how
often?
Every month, you will be
notified by email that your invoice has been posted
online.
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What are my bill payment
options?
You can pay with Visa, Mastercard ,or
Amex. You can also open a prepaid cash account and make
payments to NACI-Telcan using Western Union QuickPay or wire
transfers.
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Are there other fees charged on my
account?
Applicable taxes will be added to you
invoice.
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In what currency will I be
charged?
You will
be charged in US Dollars. Canadian customers will be charged
in Canadian Dollars.
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How can I view my
account balance?
When you
access your eCare account online, you will be able to view
your current balance.
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How can I resolve
billing disputes?
You can contact contact
our customer care center.
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What is the callback
service?
The Callback service is
an automated call return system. Every customer is given a
unique access number (also called DID). Each DID has a
callback number programmed to it. Whenever the DID rings once,
NACI-Telcan's system recognizes the account number and immediately
calls the user back. When the user picks up the call and hears
a voice prompt inviting him or her to place a phone call, the
user then makes the call to any destination in the world at NACI-Telcan's
discounted rates.
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Can I use callback
service from any country?
Any
working telephone number from anywhere in the world can be
programmed for callback service.
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Can I use callback from a hotel or office
extension?
Yes, you can program the callback
service to automatically dial room numbers or extensions after
the inbound call has been answered. You can even record voice
greetings that instruct a live attendant to transfer the
incoming call.
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Can I initiate calls
from my computer?
Yes, we have a web trigger you can use to initiate
calls from your PC. Simply enter your access number and
destination number, press the CALL button and in a few seconds
you will receive a callback and will immediately connect to
your destination number.
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Can I manage my calls
online?
Yes, you can see your call details in just a few
seconds after the call has been completed.
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What is the Dial Around
service?
Dial
Around is a long distance service that requires you to enter a
toll free number before placing your outbound call. This way
you will bypass your long distance carrier charges.
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How does it
work?
How it
works is simple. Call a toll free number assigned by NACI-Telcan,
wait for a dialtone, then place your destination
call.
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From which countries can I use the Dial
Around service?
At this time,
Dial Around can only be used from Canada and the
US.
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Can I use Dial Around from cellular
phones?
Yes
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What if I call from a telephone number
other than my registered number?
If you call from a different phone number, the
system will prompt you to enter your PIN code. Using this
method, you can make calls from anywhere in North
America.
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What is an enhanced toll free
service?
This is a service that provides a
stand-alone toll free number with advanced telephony and
routing features. These features are designed to enhance your
customer experience as well as your business productivity and
call control.
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What features do you offer for call
centers?
For large call centers, load distribution
and intelligent routing based on captured data is particularly
important.
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What important features do
you offer for small businesses?
For small
businesses and home offices, other features are more
important. For example, find-me allows you to ring multiple
numbers at once, and the virtual office option enables you to
program office greetings and virtual extensions with voice
mail.
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Can I view call
details at any time?
Yes, you
can view and download call details using our eCare online
manager. Every call contains the caller ID and is posted in
just a few seconds after completion. We also provide online
reporting tools to help you measure your sales and marketing
campaigns.
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How long it takes to get a toll free
number from NACI-Telcan?
You can get a
toll free number instantly upon placing your order
online.
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Can I transfer my existing toll free
number to NACI-Telcan? If so, what is required and how long would
it take?
You can transfer your toll free number to NACI-Telcan
and enjoy our features and savings. Transferring your
existing toll free number to NACI-Telcan could take up to five
business days. You are required to fax us a Resp-Org form,
which can be printed from our web site.
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Where can I receive calls
from?
You can receive calls from
anywhere in Canada, US and US offshore
territories.
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How long does it take to program the
ring-to number?
You can do so almost instantly.
First, call our menu system or login to your online account to
change the ring-to number to any other location.
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Can I have the toll free number
re-directed to my cellular phone?
Yes.
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Can I program my toll free
number to an international number?
Yes, one
great feature of our toll free service is that you can program
it to any location in the world.
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Do you offer
special discounts to high volume
users?
Yes, if
you are a high volume user, you can provide us a recent
invoice and we'll do everything possible to beat your current
toll free rates.
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