Toll Free Number Service FAQs
Learn how to set up and manage your Toll Free number service from TELUS Business and find answers to frequently asked questions.
What is Toll Free service?
Toll Free service is a one-way incoming long distance service that allows a business to receive calls at no charge to the caller.
Can I choose my Toll Free number?
Yes, pending the availability of the number requested.
Do all Toll Free numbers start with 1-800?
A Toll Free number can also start with 888, 877, 866, 855, 844 and 833.
What is the service charge for setting up a Toll Free number?
There is no service charge for setting up a new number.
Can I specify how an incoming call will be routed?
Yes, you can choose how Toll Free calls will be routed based on pre-specified criteria such as originating area code, time of day, busy signal or no answer.
Do I receive a separate bill for my Toll Free service?
You can receive a separate bill for your Toll Free service or you can consolidate it with your existing TELUS bill.
How do customers find my business Toll Free number?
Your Toll Free number can be listed with Canadian toll-free directory assistance at 1-800-555-1212 at no additional charge.
If I move locations can I take my Toll Free number with me?
Yes.
Who is able to call my Toll Free number?
You can specify coverage by area code, province, Canada only, or Canada and the United States. This flexibility helps you save money by eliminating Toll Free callers that may be calling from outside your company’s service area.
TELUS does not provide international Toll Free numbers.
Can I bring my Toll Free number from my current service provider to TELUS?
Yes. Please contact TELUS for more information on how to port your number from your current provider to TELUS.
What display options are available?
You have the option of viewing the call origin or the Toll Free number dialed.
Can I view and manage the routing of my Toll Free numbers myself?
Yes. TELUS provides view-only access to see the routing of your Toll Free numbers at no charge, and full access with the ability to manage the routing of Toll Free termination and features for a monthly fee via the TELUS Evolve Web Portal.
How do I gain access to the Evolve Web Portal to view routing of my Toll Free numbers?
Please contact your Account Manager or the TELUS Long Distance Implementation Team at 1-866-880-4510 or telus.roc@telus.com.
How do I navigate and use the Evolve Web Portal to view and manage my Toll Free numbers?
Please view the following user guides and videos:
Where does my Toll Free number terminate?
The Toll Free number can terminate to most 10-digit telephone numbers.
How do I change a Toll Free terminating number?
Please view this video guide:
Can I have multiple Toll Free numbers terminate on the same number?
Yes.
Can I get a Toll Free number to terminate on my fax line?
Yes. This is a good idea if you have customers who fax their orders to you.
How many calls can I receive at one time on my Toll Free number?
The number of calls is limited to how many calls you can receive on the terminating number.
Can I have my Toll Free number terminate on multiple phones?
Yes, our optional routing features give you the flexibility to route your calls to different terminating locations.
Can I have my Toll Free number terminate on a United States Toll Free number?
US termination is only allowed in instances where the majority of calls will originate within Canada. Please reach out to the TELUS Long Distance Implementation Team at 1-866-880-4510 or telus.roc@telus.com for more information.
Download the TELUS Toll Free brochure to learn more.
How do I contact TELUS to purchase Toll Free services?
Please call 1-877-710-0404, Mon - Fri: 9am - 5pm (local time)
How do I request support and/or routing changes for my TELUS Toll Free numbers, and/or request access to Evolve?
For Toll Free assistance, please contact the TELUS Long Distance Implementation Team:
For after-hours preplan routing activation and support only, please contact us at: 1-877-807-8883