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Milton Keynes

CMC
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Knowlhill
Milton Keynes
MK5 8PL
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Frequently asked questions about VoIP

Unconvinced by VoIP?

This is completely understandable. One of the common misconceptions about Voice-over-IP telephony when it was an emerging technology is that it’s unlike a normal phone system. In fact, VoIP is just like a normal business phone system but with many more features and flexibility.

Too long, didn’t read? The answer is probably yes we can!

So, what is VoIP?

VoIP (Voice over Internet Protocol) enables you make telephone calls over the Internet. With VoIP, phone calls go over your Internet connection instead of back and forth to the traditional phone company.

Why is VoIP being promoted so heavily now?

VoIP has been around for decades, but took a while to gain mass-market appeal. While Internet connections were slow or unreliable, it remained a niche interest. The constant advancement of the Internet and computer technology has dramatically improved the quality and reliability of VoIP telephone calls. Combined with substantial cost savings, as well as superior flexibility, it has resulted in VoIP replacing the traditional PBX/dedicated phone line based systems.

Can I call people who have ‘traditional’ telephones?

Yes, you can call any number with a VoIP system, including landlines and mobile phones, anywhere in the world.

Can people reach employee extensions directly?

An extension can always be reached by calling the main office number and transferring to the extension, but as an extra you can get a number that is directly accessible. This is known as a DID (Direct Inward Dial).

Can I make conference calls?

Yes, a VoIP system includes at least one conference bridge. Each conference bridge supports up to eight simultaneous callers, and can be used for an unlimited amount of time. For larger conferences, we can provide an alternative service at an additional cost.

Do you provide Internet connections?

Yes, we have a number of ultra-fast gigabit Internet solutions. Our sales team will be happy to help you find one based on your particular needs and circumstances.

Can other things I am doing on my network interfere with my telephone calls?

Other things you are doing on your Internet connection could interfere with your calls. For example, large uploads or downloads can use up a lot of your Internet capacity, which can get in the way of other transmissions. That said, it is very unlikely to happen in the majority of circumstances, and we can prioritise VoIP traffic.

How do I ensure my calls don’t get interfered with on my network?

For complete peace-of-mind you could install a separate Internet connection dedicated to VoIP calls. Alternatively, you can install inexpensive network equipment at your site that will give priority to your phone calls. Our sales team will be happy to advise.

What features does a VoIP system have?

Our system provides almost every feature you can think of. Here’s a non-exhaustive list of its features:

Are there any optional extras with a VoIP phone system?

Additional options are available with a VoIP system, including:

Can I have an Automated Attendant, with professionally recorded greetings?

Yes. An automated attendant, also called an interactive voice response (IVR) system, is available with a VoIP telephone system. The IVR can say and do whatever you want, for example, “press one for sales, two for support, or three for accounts.”

If you prefer a more polished presentation, we can have your greetings professionally recorded for you. There is a cost for this service, and our sales team will be pleased to advise you.

Can I manage my own PBX?

Each user can manage their own extension via a web browser. From the browser you can see detailed call records, customise your call forwarding settings or manage your voicemail or voicemail settings, for example.

Can I have a free-phone (0800) number?

You can purchase as many free-phone numbers as you would like. There are per-minute charges to you for calls made to your free-phone number.

Can I have additional local numbers?

Yes, you can purchase additional local telephone numbers in most areas of the United Kingdom. For example, you can have a local number for your business in London, and another local number in Edinburgh, although you do not need to be situated in either of these places.

Can I have local numbers in foreign countries?

Yes. You can purchase local telephone numbers for many countries worldwide. Check with our sales team for pricing and availability. There is no per-minute charge for calls made to your local number in a foreign country. For example, if you have a local number in Zurich, Switzerland, a call made from Zurich to your telephone number in Zurich is a local call for the calling party. The caller dials the number in Zurich, but your office phones ring wherever the phones are actually located.

Can I have a vanity number, such as 01296 330330?

Yes. These numbers are subject to availability, so please contact our sales team for information and pricing.

Can I record telephone calls?

Yes. You can choose to record some or all calls. Recorded calls are saved as standard .wav sound files.

Can I have remote telephones?

Yes, our VoIP system supports multiple geographic locations. You can put a phone anywhere you have an Internet connection, even a different country, and our system will find and register the phone.

Can I make emergency calls?

Yes, but not in certain cases. Bear in mind that if your Internet connection is down, you won’t be able to make or receive calls. For this reason, we recommend using the analogue line, or your mobile, if you need to make an emergency call. Contact our sales team for more information about emergency calling.

What are my up-front costs?

You simply pay for ‘provisioning’, if required. Provisioning includes:

What counts as a telephone call?

A call is:

How do my employees get trained?

We can provide user manuals and a knowledge base containing step-by-step instructions for how to use our VoIP system. We also provide telephone support for any other questions you may have. You may also choose to have our staff attend your site, and provide training personally. Usually this is part of your ‘provisioning’ costs, but may also be quoted separately as labour.

What kind of Internet connection do I need?

You must have a high quality, reliable Internet connection, with enough bandwidth to support the number of lines you need. We recommend at a minimum an ADSL broadband line from a good quality, low latency ISP. Of course, we can provide such Internet Connectivity and our sales team will be pleased to advise.

How fast should my Internet connection be?

Each call requires up to 80 kilobits per second. You need enough bandwidth to support the number of simultaneous calls you need. If you want to make ten calls at the same time, you should have a 1Mbit Internet connection in both directions. Based on a typical ADSL broadband line capable of 2Mbit down and 384Kbit up, you’ll be able to make four simultaneous calls because the uplink speed is the limiting factor. Fibre optic broadband (if available in your area) is strongly recommended, not only for its speed (supporting over 100 simultaneous calls), but also for its reliability.

How do I find out how much bandwidth I have on my Internet connection?

There are websites that analyse your Internet connection. For example, www.speedtest.net.

Can I keep my current telephone number?

You can almost always move, or ‘port’, your current phone number to your new VoIP telephone system. We will usually handle this for you as part of the provisioning. In certain rare cases, you may not be able to directly port your telephone number. If you can’t move your number, or if you don’t want to move your number, you can still forward calls from your old number to a VoIP telephone system. Your current telephone company should be able to provide call forwarding or remote call forwarding for your existing number. If you are going to forward calls from your old number, make sure your old system can forward enough calls. If you have more than one call coming in to the old number at the same time, you want them all forwarded.

What do I do while my telephone numbers are being moved?

This is usually instantaneous, with no more than around 10 to 30 minutes downtime. If necessary, we will give you temporary telephone numbers while you are waiting for your telephone numbers to port. During this period, you can forward calls from your existing telephone numbers to these temporary numbers.

Who owns my phone number?

Telephone numbers are rented, not owned. You have to make a payment every month to keep any phone number you are using, regardless of your phone service provider. We will of course allow you to transfer (port) the number to a new provider, in the unlikely event you wish to do so.

Can I keep my phone number if I leave your service?

Yes. This is only limited by your ability to transfer a telephone number to a new provider. We do not place any restrictions on transferring your telephone number to a different provider.

What kind of telephones do I need?

A VoIP system supports SIP (Session Initiation Protocol) telephones, often referred to as an IP phone. Each VoIP seat includes a free premium IP desk phone.

What telephones can I purchase from you?

We sell a range of phones as standalone units or as part of a VoIP contract. Our sales team will be pleased to advise.

Is your network reliable?

Indeed it is. Our network was built to provide unparalleled reliability. Our cloud architecture offers: