In the US, callers connect to Plum’s hosted IVR platform via local or toll free numbers.  Many people often ask us about toll free coverage, whether a caller from outside the US can call an 800 number and if an IVR application can transfer calls from one toll free number to another.

In order for a call to reach a toll free number, the caller must place a call from within an area that supports the North American Numbering Plan (NANP).  The NANP is comprised of 24 countries including the US, Canada and a number of Caribbean territories.  Due to billing issues, callers from outside the NANP cannot connect to a toll free number.  This means people calling from Europe, Africa, Asia and even Mexico cannot dial an 800 number.  Plum can provision numbers in 65 countries as well as provide local numbers in almost ever city across the US so customers calling IVR applications outside the US can connect to our voice center.

Another limitation of toll free numbers is that if you’re connected to the public switched telephone network (PSTN) via direct 800 number circuits, you cannot transfer to another 800 number.  The PSTN billing system simply cannot trace the responsible billable party and does not allow for this type of call transfer.

For more information, please see the links below:
http://en.wikipedia.org/wiki/North_American_Numbering_Plan
http://www.nanpa.com/