How do I know my 0800 number is working 24 hours a day?
By calling it, around the clock, like a customer. Monitor places a real test call to your 0800 (toll-free), 0300, 4004, or landline number at the agreed pace, overnight included, and checks that your phone IVR answered with the right message. A green dashboard on the PBX does not prove that; only a call coming in from the outside does.
Each monitored number is a voice circuit in Monitor, with its own schedule, its own quality threshold, and the people who need to know when it fails.
What can answer the number, and how is each case judged?
During onboarding, 2N5 defines what should answer each number. That choice decides what counts as working:
| What should answer | Passes when |
|---|---|
| A greeting or recorded message (the IVR) | The call is answered and the chosen greeting is heard. A carrier’s error announcement does not pass |
| A test tone or echo service | The call is answered and the tones sent come back |
| Other: may ring or be answered | Ringing out or being answered with audio, as agreed. Whoever answers hears that it is an automated test |
Busy, no answer, or ringing out is a failure for an IVR: it answers every call on its own.
Why does the IVR need a reference recording?
Because “it answered” is not enough. A number can connect and play the carrier’s announcement saying it does not exist, or an IVR can be swapped out without notice. 2N5 records the reference greeting for each number during onboarding, and every call compares what it heard with it. That same comparison measures voice quality, the MOS-LQO.
What does the SAC decree have to do with this?
Decree No. 11,034/2022 (Decreto nº 11.034/2022) requires access to SAC, the customer-service channel Brazilian law regulates, 24 hours a day, 7 days a week, through at least one channel, plus phone support. For regulated industries, showing that the 0800 and the IVR were up is the hard part. Monitor’s SLA reports show the availability of each number over the year and the month, with every failure and the moment someone took ownership.
Who finds out when the 0800 goes down?
Your company’s escalation ladder, by email and SMS, until someone acknowledges the incident. See alerts and escalation.
Frequently asked questions
Does the test call ever reach a live agent?
Not when the number is answered by the IVR or a recording. The call listens for the expected greeting and hangs up. If the circuit can be answered by a person, they hear a message saying it is an automated test, and the call ends.
Do you keep the call audio?
Only when what answers is the recording or IVR you specified, to prove the line works and to measure quality. A person's voice is never kept; stored audio is encrypted and deleted after 90 days.
How do you know the IVR message has changed?
During onboarding, 2N5 records the reference greeting for each number. Every test call compares what it heard with that recording. A different message, such as a carrier announcement saying the number does not exist, does not pass.
Can the 0800 be tested at different times, including overnight?
Yes. Each number has its own schedule, at intervals or at fixed times, including nights and weekends, when nobody on the team is watching.
Do the tests cost my company call charges?
The test calls originate from 2N5's platform and are part of the service. For an 0800 number, as for any inbound call, the inbound rate follows your contract with the carrier.