| Question | Answer / How to do it in Telgoo5 |
| Can a customer set a custom outbound Caller ID? | Default outbound CNAM is typically "WIRELESS CALLER". Custom CNAM is not enabled by default and has to be requested per market and provisioned at the network level. Open a helpdesk ticket for custom CNAM. |
| How does international calling and roaming work? | International voice is wallet-funded — the customer adds wallet balance and the per-minute rate decrements as they call. International data and texting roam under the customer's plan if their plan includes the destination country; otherwise pay-as-you-go from wallet. Country-specific rates are published in the customer-facing rate sheet (ask Partner Success for your tenant's sheet). |
| A customer can't set up voicemail. | First confirm the line is Active and the device has signal (Live Status). Most modern devices need a one-time *86 or 1-{MDN} dial to provision the voicemail mailbox. If still failing, open a helpdesk ticket — voicemail is a network-side feature and may need a carrier reset. |
| The customer says their hotspot doesn't work. | Confirm their plan includes hotspot (Plan details on the Customer Profile). Some plans throttle hotspot after a separate cap. If included and unthrottled, walk through the device's tethering settings; if still failing, open a ticket with the customer ID. |