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SWelcome to Hosted PBX > FAQ (Support)
   

 

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What is Hosted PBX?

PBX stands for Private Branch Exchange, an old acronym for office phone system. Service means the service is offered over the Internet instead of using on-premises hardware or server. The Hosted PBX is the business phone services that provide through the Internet, the physical hardware, the telecom grade phone system is located at service provider’s 24/7 data center.

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What are the benefits of using hosted phone services?

Save Money, Improve Business Image and Convenient. See why hosted PBX page links.

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Could I keep my existing business phone number?

Yes. Depend on which city you are located in Canada. We might need to check the portability of your phone number. A porting number services charged of $35 is required.

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What kind of Internet connection do I need?

For small business with 3~6 extensions, A regular ADSL connection should be enough. We are using industry premium VoIP codec G729 to transfer the audio traffics. Which means you can enjoy great voice quality while still using the minimum bandwidth requirement.

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My office has alarm system that requires phone line, can it still work on your hosted services?

No, you have to keep that particular traditional phone line. Our system will not work with your alarm company.

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Could I have 1-800 numbers for my business?

Yes, 1-800 numbers sell separately and will be charged by monthly and on a per-minute basis. If you are interested in the services, please contact our customer supports.

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How do I get 20 Major Canadian Cities calling for Free?

Long distance callings to our 20 On-Net Cities are free in our standard package. You will enjoy the services when you subscribe our services. For calling to non-major Canadian Cities or other North America Areas such as United State, a calling charge of 2.5 cent/min will be charged.

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My company’s phone number is in Toronto, could I move one of my IP phone extension to Vancouver?

Yes, the IP phone extension is location independent; you can have your extension anywhere, even on the other side of the globe, as long as that extension can access the Internet.

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My company is head quartered in Toronto, we want to have virtual Vancouver presence, is it possible?

Yes, even your company is physically in one location, you can have multiple location phone number from different cities in Canada. So if your company is in Toronto, you can have Toronto phone number and Vancouver phone number at the same time. Note, we will charge the extra phone number from different location at $9.95 per number (DID).

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What happen if my Internet goes down?

Please make sure you have reliable Internet services before using out hosted PBX services. During your Internet connection goes down on your company side, all the calls to your company’s phone number will still be picked up by auto attendant and voice mail. Once your Internet is back, you can access the voice mail and call back to your customer.

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Could I call 911 emergency services?

Due to the nature of hosted services, we do not provide 9-1-1 services by default. You have to pay extra services fee for the limited 911 service. The 911 service is limited that you need to inform the dispatch center the exact location of your emergency. Please visit 911 calling page.

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How much does it cost?

You can start our services at $16.95/extension/mo with subscribe at least 2 extensions. One extension only will be $21.95/mo, please see our plan and price pages for more details.

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How do I get start?

Start to evaluate your need and get a price estimate using our on-line quotation. If you have question, you can contact our customer services personnel to discuss and explain our services offerings.

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I have my own exiting IP-Phone extension, will it be able to work with your system?

If you have your own IP-Phone extension, you don’t need to purchase the new IP-Phone from us. Please contact us directly, we can arrange free interoperate test to make sure your existing phone can work under our system. Please note, we currently only certified IP-Phone from Polycom and Snom, other manufactures' IP-Phone might not bring up the full potential of our services.

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I don’t want to invest in buying IP-Phone extension, do you have rental or leasing program?

Yes, we provide the rental program for the IP-Phone, with $5/mo rental fee for each extension. A deposit of $100 is required for each extension and subject to one year contract. Please contact our sales team for more details.

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What is the difference between Hosted PBX and “Virtual” PBX services?

Some companies provides “virtual” PBX services as part of virtual office offering. The Virtual PBX services are actually a voice system that accepting call and “forward” the call to destination such as cell phone and landline. It is only one-way call, and you will still need paying phone service fee to other telephone company. With dedicated “hosted” PBX, you get 2-way unlimited calls, it can just replace your office phone system and phone lines.

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How do I setup my call forwarding number?

Dynamic call forwarding is one of the advanced features. You can setup the call forwarding number by pick up the extension, enter call forwarding feature code *xx (please see our advanced feature manual). The system will prompt you to enter the password, enter the password we gave you, press 1 to enable call forwarding. Enter the phone number you want the call forwarding to. Please note: the call forwarding number can be your home phone, cell phone or just simply another extension. To disable, follow the same procedure, after enter the password, press 2 to disable the feature.

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I have setup my call forwarding number, but I am on business trips, could I change the forwarding number on the road?

Yes, while you are not in the office and cannot access your extension, you can still modify the call forwarding setting by dialing your office number into our system. Again, after voice prompt, simply enter feature code *xx and you will be prompt for your extension number and password. After entering the password, you can enable or disable the forwarding feature, or modify the forwarding number.

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What should I do if I also need “virtual” PBX services?

You can choose the add-on package of “virtual extension” for 4.95/mo, it is a “virtual” extension, and will just forward the call to your cell phone or landline, with build-in voice mail box.

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How do I turn on/off the "Do Not Disturb" feature?

While you temporarily do not want to answer the call, you can enable the “Do Not Disturb” feature on the extension. Just pick up the extension, enter feature code *xx, enter password, press 1 to enable the Do Not Disturb. The caller to your extension will now hear the extension is busy and prompt for leaving the voice mail. To disable Do Not Disturb, follow the same process for entering feature code and password, press 2 to disable Do No Disturb.

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What is IVR Standard Template?

Every new standard business customer will follow our standard setup procedure to setup your company’s auto attendant and extension for the first time. The auto attendant default voice prompt will like this “Welcome to ABC company, please enter the extension of the person you wish to reach, or press 0 for the operator”. Your extension will be started with 101, 102… and so on. You will able to change the voice prompt by yourself after setup. If you require your own extension number such as 201 or 301, you can put a special request during first time setup, it is free. If you need to change the extension number after setup, some service charges may apply.

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What is Advanced Auto Attendant?

Advanced auto attendant has much more features compare to basic auto attendant. With $9.95/mo more per hosted company, you can have day/night/holiday feature (different voice prompt on different office hours). You can have multi-layer auto attendant (e.g. dial 1 for service department, dial 2 for marketing department..). You can have multiple language options. (e.g. dial 1 for English, dial 2 for French…). We can also help you design your own IVR (interactive voice response), so you can have your own voice prompt that meet your business purpose. A special setup fee will apply for customized IVR.

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How can I change my company’s auto attendant voice prompt?

Only the certain extension with proper pre-authorized right can modify your company’s auto attendant voice prompt. Just pick up your extension and enter feature code and pre authorized password, you can record your own voice prompt over the phone. You can also record your voice prompt in .wav file or .mp3 file, e-mail our customer services department. We will upload the voice file for into our system.

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How do I access my voice mail?

Pick up the extension, enter feature code and your personal mail box password, the voice mail will play back to you. You will have choice to save or delete the voice mail on extension. You can also access your voice mail when you are not in office, dial into your company’s phone number, enter feature code and extension. Enter your personal password. You can then access your voice mail box.

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How do I record my personal greeting instead of using the default greeting?

The personal greeting option is included in basic features package under the voice mail box setting. Every extension can record their own personal greeting. Just pick up your extension headset, enter the voice mail access code *98, enter the password for your extension. Press number 4 for personal option setting. Press 2 for personal greeting setting.

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What is Busy Lamp Field, or BLF?

Busy Lamp Field (or BLF) is an enhanced feature of TieUs Hosted PBX services. This is for monitoring other extensions in real-time. You can set the BLF fields on your extension to monitor the status of other extensions. Only a limited number of BLF's can be added depending on how many keys are available on the phone. After setup BLF, when there is a call to the monitored phone, the corresponding key lamp on the monitoring phone will flash and the call can be picked up from the monitoring phone. If the monitored phone has been picked up, you will see the corresponding key lamp is on so you know the other extension is on the phone. (Note: Polycom 3xx phone did not support BLF feature. All SNOM Phone model support BLF)

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