|
FAQ
What do I need just to get started?
The first thing you will need of course is a reasonable internet connection from your home or office, or wherever you want a phone.
Generally speaking, a good quality ADSL connection would be able to sustain 2 -3 concurrent calls. However, this can be affected by other traffic, such as a large download. There are a range of SOHO routers that support QoS (see QOS FAQ) that will help considerably. We can help you choose one if you need help.
If you are an office, consider a good quality xDSL service, or one of our broadband products.
You may already have something like this if you have an established office.
If not, a residential ADSL service is fine for a couple of phones.
You also need an IP desk-phone or an ATA, or a FREE soft-phone. You can see all these in our store
The phones we send to you will provision themselves once connected to the local network.
What is a softphone?
A soft-phone is a phone you can download and install on your PC for free, and configure to use with a provider such as ourselves. X-Lite, from couterpath is a great soft-phone, and can be downloaded FREE from our store
What is an IP phone?
An IP phone is a 'proper' desk-phone that uses IP to connect to the network.
IP, or internet protocol is protocol that is used by other devices such as PC's to connect to the internet, for surfing the web, or emailing. An IP phone normally has a full size keypad with an LCD display for showing called numbers as well as message waiting indicators. (ie when you have a voice mail).
What is an ATA?
An ATA or analogue telephone adapter is a simple box that allows you to use domestic 'old fasioned' pushbutton phones to connect to an IP network. In this way you can re-use some legacy phones. However, you don't get things like message waiting indicator, or maybe no caller ID (the number that comes up when someone is calling you). However some ATA's provide ways to do this such as stuttered dial tone. ATA's also allow you to use legacy cordless phones. Please speak with us if you need more information.
What is voice mail to email?
This is when the voice mail that someone leaves you on the phone will be automatically forwarded (copied) to you chosen email as an audio file. You can then play this voice mail audio file from your PC.
What is fax to email?
This is very similar to voice mail to email. When a fax is received, it is sent directly to a nominated email address as a pdf file. This is a perfect way to receive faxes reliably and efficiently. It also saves paper!!
What is a conference?
This is where we set up a dedicated conference room for your business to use 24x7. The rooms are PIN activated so you can ensure the only people using them is you! You can use the rooms for people within the system, i.e. with an extension, or we can set up an external number so people can 'dial-in' from outside and attend a conference call.
All conference rooms are free to use when used as part of your plan.
What is a DID?
A DID, or direct inward dial, is a real number that anyone can call to get to your extensions. All our plans come with one DID. After all, without a DID nobody outside the system will be able to call you!
A DID can be mapped to any extension or extensions. This means that when the DID is called, it will ring the extension, (or extensions) you choose. For example it could ring a desk phone in your reception area, or it could ring your desk phone at your home office. You can change what extension you want the DID to ring very easily through the web portal at no extra cost.
Call Quality
What is QoS?
QoS, or 'quality of service' is a major challenge in VoIP services. All VoIP traffic is time sensitive unlike email or web traffic. If bits get lost, the voice literally also gets lost, or 'breaks up'.
Poor audio quality is one of the main hurdles to VoIP. One of the ways to help is to ensure that you have a good internet connection and a router that supports QoS.
This will at least give priority to VoIP traffic in you local network.
We offer a DSL service that can be set up to offer QoS to ensure you have the best voice quality possible. We can advise you if you have concerns.
Why do I get one way audio?
This can happen if your PC or firewall is not configured correctly at your premises. We recommend opening ports 5060 and ports 10000 to 20000 at least to start with to eliminate these issues.
What are all the different plans for?
We offer different plans to help people choose the best plan for their needs. If you only want a few phones, some at the office one at home and one for a traveling sales person to use when in a hotel, then the basic plan is for you. Generally all plans can be customised for YOU not us!
If you only have 10 extensions, but want something extra, like multiple fax services, just tell us, and we will try to do something for you.
What do i do next to get started?
If you are not sure exactly what you want, simply fill in the contact form and give us an idea of what you need. A real person will call you and we will advise you on a solution to suit your requirements. There is absolutely no obligation. We can even set up a test account for you with a small call credit to try the system.
If you know what you need you can order directly by going to our store
How do I pay for the service?
Our service is billed each month along with call charges. Major credit cards are accepted as well as bank direct debit.
If you prefer pre-pay calling, we can set up your account as 'pre-pay' basis. This is where you deposit funds to cover call charges you will incur.
|
» 
