Frequently asked questions
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Pricing & Billing
- How does flat-fee unlimited work?
- You pay a fixed monthly fee per agent. That covers unlimited outbound (and inbound where applicable) calling in the country you’ve subscribed to. Heavy month or light month, your bill stays the same.
- What does "unlimited" really mean? Is there a cap?
- “Unlimited reasonable business use.” The vast majority of customers (under 250 minutes per agent per day) will never hit any limit. If your operation runs at 300+ minutes per agent per day for weeks, we’ll have a friendly conversation about right-sizing — never a surprise bill.
- Are there setup fees?
- No. Zero setup fees, zero activation fees.
- Are there cancellation fees?
- No, beyond honoring the agreed commitment period (30 days for Standard, 6 months for Pro/Premium). After that, cancel anytime with 30 days notice.
- What if I exceed my agent count?
- Easy — add agents anytime through the portal. Billed pro-rata.
- What if I want to remove an agent?
- Disable it in the portal. The seat continues to bill until the next renewal cycle. To remove the seat from your subscription, the change takes effect the next billing period (with prorated credit).
- How do you accept payment?
- Stripe (credit card, SEPA, ACH for US) primary. USDT (ERC-20) accepted for Premium tier customers. Annual prepay gets an 8% discount.
Setup & Onboarding
- How long until I’m live?
- Standard tier: 5–7 business days. Pro tier: 7–10 days. Premium tier (full Forex KYC): 7–14 days.
- Do I need new hardware?
- No. UnlimCall is pure SIP. Works with whatever you already have.
- Will UnlimCall work with my dialer?
- Yes if it speaks SIP. Tested compatibility: VICIdial (all versions), Asterisk 13+, FreeSWITCH 1.10+, MicroSIP, Bria, Zoiper. We have setup guides for each.
- Can my engineers set it up themselves?
- Absolutely. Our SIP credentials work with any standard SIP client. Most VICIdial admins can configure UnlimCall in 30 minutes.
- Do you help with setup?
- Yes. Our NOC engineers help with first-call testing at no charge.
- Can I migrate my existing numbers?
- Most countries support number portability. We handle the porting workflow on your behalf — typically 5–14 business days. Contact us for specifics per country.
Country Coverage
- What countries do you offer?
- We’re rolling out one country per week across 33 markets total. As of [current week]: Switzerland, Australia, Poland live. Coming up: Germany, France, Italy, Spain, Netherlands, Belgium, UK, Ireland, Austria, US, Canada, plus Nordics, CEE, Mediterranean, and Baltics.
- Why not all 33 at once?
- Each launch involves cost validation, CLI pool provisioning (200–500 numbers per market), routing tests, and competitor battlecard preparation. One per week is a sustainable cadence that ensures quality.
- My country isn’t live yet. Can I sign up now?
- We’ll put you on a waitlist for that market. You’ll get the first-customer rate when we launch.
- Do you have plans for [non-listed country]?
- Our launch list is the EU27 + Switzerland + UK + Norway + US + Canada + Australia. Other markets (Asia, Middle East, LATAM beyond what we’ve listed) aren’t on the immediate roadmap. Tell us if you have specific need — strong customer demand can move markets up the list.
Technical / SIP
- What’s a "rotating CLI pool"?
- For each country, we maintain a pool of 200–500+ real local numbers. Every outbound call you make randomly selects a CLI from this pool. This keeps numbers “fresh” against spam scoring and gives your call center natural rotation.
- Can I have my own dedicated CLI(s) instead?
- Yes, but only on Premium tier. We’ll provision a dedicated set of numbers exclusive to your account. Standard and Pro tiers use the shared pool.
- What about STIR/SHAKEN for the US/Canada?
- We sign every CA and US outbound call with full STIR/SHAKEN attestation. This means your calls aren’t flagged as spoofed — important for getting through carrier filters.
- What codecs do you support?
- G.711 (alaw, ulaw), G.722 (HD wideband), OPUS (for WebRTC). G.729 not supported (licensing).
- What ports do I need to open?
- Outbound SIP: UDP/TCP 5060 (or TLS 5061) → our edge POPs
- Outbound RTP: UDP 10000–60000 → our edge POPs
- Can I use TLS for SIP signaling?
- Yes, port 5061. Recommended for production.
- Can I use SRTP for media?
- Yes. Configure your dialer for SRTP and we’ll match.
- What’s your SIP server address?
Per region — examples:
- EU: sip-eu.unlimcall.com
- NA: sip-na.unlimcall.com
- AU: sip-au.unlimcall.com
The portal shows the right one for your subscription.
- What about latency?
- Our regional edge POPs put you within 10-50ms of SIP signaling and media anchoring. Total round-trip varies by destination but is competitive with any tier-1 carrier.
- Can I do WebRTC?
- Optional — supported on our backend. Useful for browser-based dialer experiments. Roadmap: full WebRTC dialer in our portal in Phase 4.
CLI / Caller ID
- Why does CLI matter?
- Recipients answer calls from local numbers. They ignore foreign or unknown numbers. If you call Polish customers from a Czech-numbered CLI (which some carriers do), your answer rate plummets. We use real local numbers in every market.
- How does the rotation work?
- Per-call random selection from the country’s pool. The same agent might present 50 different local CLIs across 50 calls. This is good — it prevents any single number from getting spam-flagged from over-use.
- What if a CLI gets flagged as spam?
- We monitor pool health continuously. Spam-flagged numbers get quarantined and replaced. Pool refreshes are part of our operational responsibility — you don’t think about it.
- Will the same CLI ever appear twice?
- Possibly — pools have 200-500+ numbers, randomly selected. Over enough calls, repeats happen. That’s expected and healthy.
- Can I see which CLI was used per call?
- Yes, in your CDR records (visible in the portal).
Compliance & KYC
- What KYC do you require?
Standard tier: Business name, contact info, brief description of operations.
Pro tier: Above + company certificate of incorporation + ID of company owner.
Premium tier: Above + signed AUP + vertical disclosure (Forex / lead-gen / etc.) + ongoing compliance attestation.
- Are you GDPR compliant?
- Yes. EU customers get GDPR-compliant data handling. We process data only for service delivery, retain CDRs for the contractually required period, and honor data deletion requests.
- What about data residency?
- EU customer data stays in EU edge POPs. North American data in NA. Australian data in APAC. Cross-region routing only happens for international calls (which is unavoidable).
- Do you allow Forex / lead-gen / debt collection?
- Yes — on Pro and Premium tiers, with KYC and a signed AUP. We’re upfront about this: we serve verticals that mainstream carriers reject. We don’t tolerate fraud or illegal activity, and we’ll fire customers who cross those lines.
- What about robocalls?
- We don’t allow pre-recorded automated calling that violates local regulations (TCPA in the US, etc.). Manual dial / agent-assisted dial is fine. We comply with do-not-call lists where required.
Support
- What’s your support response time?
- Standard tier: Next business day for general queries; 4 hours for service-impacting incidents
- Pro tier: 4 hours for any query, 24/7
- Premium tier: 1 hour for any query, dedicated account manager
- How do I reach support?
- Telegram: @UnlimCall (fastest)
- Email: [email protected]
- In-portal ticket: for tracked async issues
- Phone: Pro and Premium tiers only
- Do you have a status page?
- Yes — status.unlimcall.com. Shows real-time system health and incident history.
- What’s your uptime SLA?
- 99.9% per month. Service credits issued for documented downtime per the SLA terms.
Account Management
- Can I have multiple users on one account?
- Yes — invite team members via the portal Settings → Team. Roles: Owner, Admin, Operator, Billing. Each gets their own login.
- Can I have multiple agencies / brands under one account?
- Currently one company per account. For reseller / white-label scenarios, talk to us about our channel program (Pro+ tier).
- Can I see usage across multiple subscribed countries in one view?
- Yes — the dashboard aggregates across all your active subscriptions. Drill down per country as needed.
- Can I export my data?
- Yes — CDRs, invoices, usage reports all exportable as CSV / PDF. GDPR full data export available on request.
- How do I cancel?
- Through the portal: Settings → Billing → Cancel subscription. Honors your commitment term. Data retained 90 days post-cancellation, then deleted (or earlier on GDPR request).
Reseller / White-Label
- Can I resell UnlimCall to my customers?
- On Pro tier and above, yes. Talk to us — we have a channel partner program with white-label portal options coming in Phase 3 (Week 11+ of our rollout).
- Can I integrate UnlimCall into my own product?
- Yes via our API (Phase 2 release). Programmatic provisioning, CDR access, customer management.
- Do you have a partnership program?
- For VICIdial integrators and similar — yes. Contact us at [email protected].
Comparison & Switching
- How does UnlimCall compare to Coperato / MMD / DID Global / Twilio?
- See our Compare page for detailed head-to-head analysis.
- How do I switch from my current provider?
Three steps:
- Sign up with us in parallel (don’t cancel current provider yet)
- Test calls through our trunk
- Once confident, port your numbers (if applicable) and switch traffic over
- Cancel previous provider at end of their billing cycle
We help with each step. Most switches happen in 1–2 weeks total.
- Can I run UnlimCall and another provider simultaneously?
- Yes. VICIdial supports multiple carriers. You can A/B test answer rates / quality before fully migrating.
Billing
- When do I get my first invoice?
- Within 24 hours of signup. Charges your first month’s fee immediately, prorated to your start date.
- Can I prepay annually?
- Yes — 8% discount. Talk to us if you want to negotiate longer terms.
- What’s your refund policy?
- Pro-rated refund for the unused portion of any prepaid period if you cancel under contract terms. No refunds on the current monthly billing cycle once it’s started.
- Do you charge VAT / sales tax?
- EU customers: yes, VAT applied per your jurisdiction. US customers: no sales tax currently. Other regions: as legally required.
- Where can I get my invoices?
- Portal: Settings → Billing → Invoices. Downloads as PDF.
Still have questions?
Reach us on Telegram (@UnlimCall) or email [email protected]. We answer fast.