The questions listed below are the most commonly asked; if you have any questions that are not on this FAQ, please feel free to call us toll free at 1-866-432-2739.
- What occurs when a customer calls into the auto 211 service?
The customer at the phone is prompted for a call completion, refund, or to report trouble with the payphone.
- What is my cost for an automated refund & repair service?
Your average cost will be about .35˘ per ani per month.
- How many minutes does a courtesy call include?
The courtesy call is 10 minutes to anywhere in the U.S.
- In how many days does my customer receive a refund?
The payphone customer should receive their refund in about 3 to 5 days, the refund is sent from us within 72 hours.
- Do you e-mail information regarding problems?
An e-mail report is generated nightly and sent to each payphone route owner the following day.
- What does Full Site Lock mean?
Once a courtesy call is completed, all the payphones in the same location will be "locked" from answering 211 requests. This lock is to prevent abuse and cost to the PSP. Records have shown some callers will call right back after a courtesy call completion is concluded to try to make another courtesy call. The caller will be given one message indicating “this system is currently off-line; the abuse prevention feature has been activated”.
- How long is site locked for?
The "full site" lock is for a duration of 10 minutes.
- Is customer able to complete calls?
The customer is still able to make calls, but cannot attempt any courtesy calls through the Auto 211 service.
- What is a Partial Site lock?
After the 10 minutes, as a second precaution, once a caller completes a courtesy call, the payphone and complete site (if there are multiple payphones at the location) will be "locked" from completing another call for 60 minutes. Refund and trouble tickets only are available during the remaining 50 minute lock period.
- What is a Weekly Site Limit?
A weekly site limit is placed on the amount of calls that are allowed from a specific site. If this limit is reached, the system will only allow trouble tickets and refund requests for a one week "probation" period. The default setting is 3 calls per week per site.