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. The 0800 and IVR guide walks through what to do when the number stops, and the one on 0800 calls that fail from mobile phones covers a problem that only an outside test reveals. The terms are in the glossary: 0800, IVR and numbers 4004, 4003 and 3003.
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 audio quality, the MOS-LQO.
What does Decree 11,034 (the SAC decree) require of phone support?
Decree 11,034/2022, in force since October 3, 2022 and until November 1, 2026, requires telephone access to the SAC, access 24 hours a day, seven days a week, through at least one integrated channel, which is not necessarily the phone, and human attendance for at least 8 hours a day. From November 2, 2026, Decree 13,135/2026 applies, which revokes it and keeps phone service mandatory, with live agents from 8 a.m. to 8 p.m. every day (art. 14), and requires at least one electronic channel available 24 hours (art. 12). Neither one says the 0800 must run 24 hours. 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. The guide to the SAC decree and the RGC lists the articles.
Who finds out when the 0800 goes down?
Your company’s escalation ladder, by email, until someone acknowledges the incident. See alerts and escalation.
How does Monitor compare with other 0800 and IVR testing tools?
The comparison is on the pages for Cyara alternatives and Monitor by 2N5 vs Klearcom, with the source for every claim about the competitors and what was not verified.
Frequently asked questions
How do I know my 0800 number is down?
By calling it from the outside, at a fixed interval, and checking what answered. The PBX dashboard can be green while the carrier is not delivering calls. Monitor by 2N5 calls the number the way a customer does, compares the message with the reference recording and, if the failure repeats, alerts your team with the SIP code the route returned.
Is there a company that tests 0800 and IVR automatically in Brazil?
Yes. 2N5 offers Monitor, a managed service that calls, from Brazil, 0800, 0300, 4004, and landline numbers, listens to the phone IVR and compares the message with a reference recording. International toll-free testing services also exist; the site's comparisons show the differences, with the source for every claim.
How can I test a toll-free number automatically?
With an automated test call: a system dials the number on a schedule, listens to what answers and compares it with the recording of the expected greeting. If the message changes, or the carrier plays a number-not-found announcement, the test fails. In Monitor by 2N5 the reference is recorded during onboarding, and you do not have to call or program anything.
How often should IVR test calls run?
The shorter the interval, the less time an outage goes unseen. Each number has its own schedule in Monitor, at intervals such as 15 minutes or at fixed times, including overnight and on weekends, when nobody on the team is watching. A failed call is retried before any alert, so there are no false alarms.
Do Brazilian companies need a 24/7 SAC phone line?
Until November 1, 2026, Decree 11,034/2022 requires the SAC (customer service) to offer access 24 hours a day, seven days a week, through at least one integrated channel, not necessarily the phone, and live-agent phone service for at least 8 hours a day. From November 2, 2026, Decree 13,135/2026 requires an electronic channel available 24 hours and live-agent phone service from 8 a.m. to 8 p.m. The decree guide lists the articles.
What does Decree 11,034 (the SAC decree) require of phone service?
Until November 1, 2026, Decree 11,034/2022 makes phone service mandatory (art. 4, § 2), with at least 8 hours a day of live-agent service and complaint and cancellation options in the first menu (art. 5). From November 2, 2026, Decree 13,135/2026 applies and revokes it: live-agent phone service from 8 a.m. to 8 p.m., every day (art. 14). Neither one mentions the 0800.
How do I know if my company's phone number is working?
Call it from outside the company and from another network, because an internal call does not go through the carrier. To do that around the clock, use automated test calls: Monitor by 2N5 calls the number, 0800, 0300, 4004 or landline, checks whether it connected, whether there was audio and what answered, and alerts when the failure is confirmed.
What is the best IVR monitoring service?
It depends on what you need to test. Look for a service that really calls, from the number's own country, and does not just test the network; that compares the message with a reference recording, to catch a swapped IVR or a carrier announcement; that retries the call before alerting; and that gives the SIP code as proof. Monitor by 2N5 does all four.
How do I test 0800 numbers in Brazil from abroad?
An 0800 belongs to the Brazilian numbering plan, and a call coming from abroad may not connect, depending on the carrier, even when the number works. That is why a faithful test is one that starts in Brazil. Monitor by 2N5's calls leave from carriers in Brazil, like a local customer's, and you do not have to do anything for that.
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 first hear a message saying it is an automated test, and the call ends. A person's voice is never kept, out of respect for the privacy of whoever answers.
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 kept for the period 2N5 sets, then deleted together with its record.
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, or an IVR swapped without notice, does not pass, and the failure goes through the same retest and alert routine.
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. Monitor's plan neither includes nor replaces what your carrier charges for receiving the calls.