Inquiry – Multi-Country Hotline, IVR and Call Forwarding

Pre-Sales
1

I’m from Indonesia.

We are currently exploring a phone system for a Whistleblowing System (WBS) that will cover several countries, and we would like to understand whether FlyNumber can support the setup below.

Our preferred setup is:

One hotline number → IVR/menu → caller selects country/language → call is forwarded to the appropriate local speaker/team

The calls may need to be forwarded to teams in:

  • Indonesia
  • Malaysia
  • Thailand
  • Vietnam
  • Singapore

Could you please confirm whether this setup is possible with FlyNumber?

We would also like to request pricing for the following options:

Option 1 – One Hotline, Non-Toll-Free
One number used as the main hotline, with IVR and call forwarding to the appropriate country/team.

Option 2 – One Hotline, Toll-Free
The same setup, but using a toll-free number.

Option 3 – Local Numbers per Country, Non-Toll-Free
One local number for each country, with calls forwarded to the relevant local speaker/team.

For each option, could you please provide the following information:

  • Monthly fee for the phone number
  • Call forwarding/diversion charges
  • Incoming call charges, if any
  • IVR/menu charges or setup fees
  • Any activation/setup fees
  • Any other applicable charges
  • Whether there is a minimum contract or commitment

We would also like to clarify:

  1. Can one FlyNumber account manage multiple numbers from different countries?
  2. Can one hotline be configured with an IVR menu where the caller selects their preferred language or country, and the call is then automatically forwarded to the relevant team?
  3. Can calls be forwarded to phone numbers in different countries, such as Indonesia, Malaysia, Thailand, Vietnam, and Singapore?
  4. Are the available numbers mobile, landline, virtual, or VoIP numbers?
  5. For toll-free numbers, can callers from all of the above countries call the same toll-free number, or are there country-specific restrictions?
  6. Are there any differences in pricing or availability depending on the country where the caller is located?
  7. For the local-number option, could you please confirm whether FlyNumber currently provides numbers for Indonesia, Malaysia, Thailand, Vietnam, and Singapore?

We would appreciate it if you could provide the pricing and any recommendations for the most cost-effective setup based on our requirements.

2

Hi @Tiara_Azzani,

Thank you for considering us. Your answers are below:

Yes, you can. In your case, I would consider the phone system.

Yes, you can. The phone system has an IVR feature.

Yes, however, keep the info from here in mind:

Please see our full coverage here:

Toll-free numbers can be tricky. The above coverage link shows which numbers can call out or can’t. Toll-free many times won’t allow you to call out from it.

Yes, in many cases if someone calls the FlyNumber from the same area the FlyNumber is located, it can be cheaper - see.

Yes, we have them.

3

Hi Team,

Thank you for the information provided so far.

We are currently exploring a telephony solution for a confidential whistleblowing hotline covering five countries: Indonesia, Malaysia, Thailand, Vietnam, and Singapore.

We already have experience using FlyNumber and would like to understand whether your services can support the following setup. As confidentiality and anonymity are particularly important for a whistleblowing service, we would appreciate your clarification on the questions below.

1. Local Virtual Numbers

For each country, could you please clarify:

  • What type of local number is available (geographic/landline, national, or mobile)?

  • Setup or activation cost

  • Fixed monthly cost

  • Included minutes, if any

  • Additional per-minute charges

  • Regulatory or KYC requirements to obtain the number

  • Estimated activation time

  • Any country-specific restrictions

We would also like to estimate the total cost based on approximately 120 minutes of incoming calls per country per month.

2. Local Toll-Free Numbers

Could you also confirm whether FlyNumber can provide conventional local toll-free numbers in each of the five countries listed above?

For each available toll-free number, please provide:

  • Setup or activation cost

  • Fixed monthly cost

  • Included minutes, if any

  • Additional per-minute charges

  • Estimated monthly cost based on approximately 120 minutes of calls per country

  • Regulatory or KYC requirements

  • Activation time

  • Any country-specific restrictions

3. One International Number with IVR Language Routing

We would also like to explore the possibility of using one single international virtual number for all five countries.

Could FlyNumber provide one number with an IVR menu, for example:

  • Press 1 for Bahasa Indonesia

  • Press 2 for Bahasa Malaysia

  • Press 3 for Thai

  • Press 4 for Vietnamese

  • Press 5 for English

The calls would then automatically be routed to different WBS operators based on the language selected.

For this option, could you please confirm:

  • Whether this setup is possible

  • Available number types and the countries from which the number can be accessed

  • Setup and monthly costs

  • IVR/PBX costs

  • Included minutes and additional per-minute charges

  • Any activation or configuration fees

4. Call Routing and Centralised Management

Could all five local numbers be managed under one FlyNumber account and one cloud phone system?

More specifically, could each number automatically route calls to different WBS operators?

For example:

  • Indonesia number → Indonesian-speaking operator

  • Malaysia number → Malaysian/English-speaking operator

  • Thailand number → Thai-speaking operator

  • Vietnam number → Vietnamese-speaking operator

  • Singapore number → English-speaking operator

5. Mobile Forwarding vs Softphone/SIP

We would like to compare the following two setups:

Option A:
Local virtual number → forwarded to the operator’s mobile phone

Option B:
Local virtual number → operator answers through FlyNumber softphone/SIP

Could you please provide information on:

  • The cost of forwarding calls to mobile phones

  • Whether there are any additional per-minute forwarding charges

  • Whether FlyNumber provides a softphone application or SIP solution

  • The cost of using softphone/SIP

  • The number of required licences and the cost per licence

  • Whether multiple operators can answer calls through the same account

  • Whether calls can be routed to different operators automatically

6. Confidentiality and Caller Privacy

As this solution will be used for a whistleblowing hotline, confidentiality is extremely important.

Could you please clarify:

  • Can the operator see the caller’s telephone number?

  • Can Caller ID be masked or hidden from the operator?

  • What call metadata is retained by the system?

  • How long is call metadata retained?

  • Can we define or customize the retention period?

  • Can callers contact the hotline while hiding their Caller ID?

  • Is call recording enabled by default?

  • Can call recording be completely disabled?

  • If calls are recorded, where are the recordings stored and how long are they retained?

7. Recommended Configuration

Based on the above requirements, we would also appreciate FlyNumber’s recommendation for the most suitable and cost-effective configuration for a confidential whistleblowing hotline covering Indonesia, Malaysia, Thailand, Vietnam, and Singapore.

Our current options under consideration are:

  1. Five local virtual numbers, with each number routed to the appropriate local-language WBS operator.

  2. Five local toll-free numbers, where available, using the same routing arrangement.

  3. One international virtual number with IVR/language routing to the appropriate WBS operators.

Thank you in advance for your assistance. We look forward to receiving your feedback and pricing information.

4

Hi @Tiara_Azzani,

Answers below, then a recommendation at the end.

1. Local numbers per country (no contract, monthly prepaid, cancel anytime; incoming calls are unlimited/included unless marked metered)

Country Type Monthly Setup Incoming Registration
Indonesia Local (Jakarta, Surabaya, Bandung, Medan, +5 cities) $49.95 $0 included Indonesian passport/ID or Indonesian company certificate, plus an address in Indonesia with a utility bill (<6 months)
Malaysia Local (KL, Penang, Johor) $19.95 $0 included Business only: incorporation certificate, passport of signatory, authorised-signatory letter, plus an address in Malaysia with a utility bill
Thailand Local (Bangkok, Chiang Mai, Chon Buri) / National / Mobile $11.95 / $7.95 / $14.95 $0 included Business only: incorporation certificate, passport, Thai letter of authorisation (we provide the template), any worldwide address with a utility bill
Vietnam Local (Hanoi, HCMC, Da Nang) $19.95 $0 metered, ~$0.09/min none
Singapore Local $5.95 $0 included passport/ID (or company registration certificate), any worldwide address, no address proof

Activation: Vietnam is instant. Singapore and the others activate once the documents are approved, usually within a few business days; Indonesia issues a temporary number until approval completes.

2. Toll-free per country

Country Monthly Setup Incoming per minute Registration
Indonesia $39.95 $39 ~$0.34 same documents and Indonesian address as the local number
Malaysia $53.95 $90 ~$0.14 passport/ID or company certificate, worldwide address; activation up to 5 weeks
Thailand $19.95 $84 ~$0.29 name, phone and address only, no documents
Vietnam $39.95 $60 ~$0.06 to $0.07 none
Singapore $19.95 $84 ~$0.09 name, phone and address only, no documents

Toll-free numbers are reachable only from inside their own country (and some carriers exclude mobiles or payphones). There is no single toll-free number that callers in all five countries can dial.

At 120 incoming minutes a month, toll-free usage runs roughly: ID $40, MY $17, TH $35, VN $8, SG $11 on top of the monthly fee. Exact rates: FlyNumber per-minute rates and SMS pricing | FlyNumber

3. One international number with IVR language routing
Possible. Any FlyNumber (for example a US or UK number) can front the IVR, and the phone system routes each key press to a different operator or team. The caller pays their carrier’s international rate to reach it, which is the drawback for a hotline. Cost: the number’s monthly fee plus the phone system.

4. Centralised management
Yes. All numbers sit in one account and one phone system. Each number gets its own call flow, so the Indonesian number rings the Indonesian-speaking operator, the Thai number the Thai operator, and so on, with no IVR needed. IVR, ring groups, queues and multiple operators are all included.

5. Mobile forwarding vs softphone

  • Phone system: flat $14.95/month for the whole account, unlimited numbers, unlimited operators and SIP accounts. No per-user licence.
  • Option A, forward to a mobile: per-minute from your prepaid balance. Approximate rates to mobiles: Indonesia $0.07 to $0.08, Malaysia $0.02, Thailand $0.11, Vietnam $0.09, Singapore $0.07. At 120 min per country that is about $45/month total.
  • Option B, operator answers on our app or any SIP softphone: $0 per minute. Multiple operators can answer the same account; calls route automatically by number or by IVR choice.

6. Confidentiality

  • Caller number: yes, the operator sees it (on the softphone screen, or as the caller ID when forwarded to a mobile). We do not currently offer a setting that hides the caller’s number from the operator.
  • Metadata: we keep call records (time, from, to, duration, cost, status) for 120 days in your panel. This is fixed and cannot be shortened or extended by the customer.
  • Callers withholding their number: works when the operator answers on the app or a softphone. When forwarding to a mobile, anonymous calls may be rejected by the receiving carrier.
  • Recording: off by default. It only happens if you add a Call Recorder module to a call flow. Recordings are delivered to your own email or cloud storage, so you control where they live and how long they are kept. Leave the module out and nothing is recorded.

7. Recommendation
Five local numbers (Singapore, Thailand, Vietnam, Malaysia, Indonesia), one phone system, operators answering on the app or a softphone. That is roughly $123/month all-in with unlimited incoming minutes (Vietnam metered), and callers pay only a local call. The Indonesian and Malaysian numbers need an in-country address and company paperwork, so start with Singapore, Thailand and Vietnam, which you can have running this week, and add the other two once the documents are ready. Toll-free only makes sense where callers must not pay at all; Thailand and Singapore toll-free need no paperwork if you want to add those later.

Coverage and live pricing: Our worldwide coverage of local phone numbers | FlyNumber