Frequently asked Questions - FAQ
General Questions
Instead of having hardware on your premises that needs to be managed and maintained, your phones connect from anywhere in the world, unrestricted. You are freed from worrying about replacing parts or expensive service contracts and changes can be made without a technician visiting you. It is one less critical business process that you have to think about. How much time do you spend thinking about clouds?
The analog system or lines you are using is very old technology. Our systems process and handle your calls utilizing software and code can be endlessly leveraged with only a tiny incremental cost. Consequently, the power of programming allows us to do more for less.
No, because the complexity is at our end not yours. Your employees can start using the new phones immediately and most features that require user input are intuitive. How the features are presented to users may be specific to a brand of phone so we supply our own clear graphical manuals with each phone we provide replacing the often dense verbiage included by the manufacture. In the event that there is the necessity for training, this can be arranged.
With few exceptions most numbers can be moved to our service. If you happen to have a number that can't be ported we let you know before you complete the sign-up. Then you can chose whether to forward this phone number to the free number we provide or cancel and stay with your old service
Your Plan includes Unlimited Calling. As long as you are a normal business entity rather than a Call Center, there are no additional per minute charges. Everything is included for calls with the US
So long as you have network cable access at each location where you wish to install a handset. If there is already a computer at that spot then connect the phone to the wall and then connect the computer to the second network port on the back of the phone. All the phones we supply are dual-port and some of them have WiFi too
As many calls as you need. We dynamically increase the number of calls sent to your phones with demand so you never lose a call
Sure as long as you have Broadband internet at home of the fixed line variety. If you have Satellite Internet we may need to qualify that service, including testing for latency. There is at least one of our phones situated on a private island in the Bahamas connected via satellite internet.
No you can keep using the same phone numbers regardless of where you move. All that is necessary is an updated physical address for 911/E911
Yes, you can use the same number(s) for multiple locations. We can route your calls to specific locations too based on rules such as the callers Area Code. Ask a Sales Rep for details.
Yes, you should but no, you don't have to. Moving your numbers to our service is free, while allowing you to take advantage of all our included features and additional features such as Text enabling your business. If you prefer to keep your old provider we supply you with a free number to forward your calls from the old provider to us.
If something isn't working or not the way you expect please open a Ticket with our support team. Almost all issues can be resolved without sending a technician and we have an extensive range of tools to identify and fix your issue in less time than it takes to have someone go onsite. In those instances where remote troubleshooting is not possible we will dispatch a tech
No, not necessarily although we'd like you to! Our service works with virtually all IP Phones available however we would have to re-configure them to work with our service which does incur a small charge per unit. To use your current on-premise phone system or multi-line analog phones will require an additional equipment purchase and not all features offered will be available
Yes we provide International calling as an add-on
Phone Numbers and Porting
No, not to you. We sometimes encounter charges but we absorb them as part of the cost of acquiring new customers
With few exceptions most numbers can be moved to our service. If you happen to have a number that can't be ported we let you know before you complete the sign-up. Then you can chose whether to forward this phone number to the free number we provide or cancel and stay with your old service
No you can keep using the same phone numbers regardless of where you move. All that is necessary is an updated physical address for 911/E911
Yes, you should but no, you don't have to. Moving your numbers to our service is free, while allowing you to take advantage of all our included features and additional features such as Text enabling your business. If you prefer to keep your old provider we supply you with a free number to forward your calls from the old provider to us.
Yes, subject to what is available where you are located
Only one phone number. One advantage of Voice over IP has over traditional analog lines is the ability to accept multiple calls simultaneously.
Any Area Code within the continental United States including Puerto Rico
No, because we prohibit customers from using any number which is not associated with their account.
Certainly. Additional numbers can be provided anywhere in within North American Numbering Plan (NANP) Region and virtually all major international cities. Charges may vary depending on the location and volume of calls
DID stands for Direct Inward Dialing, or what we VOIP Providers call phone numbers. In the old analog world a phone number is restricted to a single phone-line. Utilizing VOIP allows us to send a call to a particular number(DID) to any user, group or entity configured on the system. So you can tell use what you want us to do with your numbers or DIDs
You can have as many DIDs as you want routed to people or business units.
Yes you can specify which of your numbers is sent on outbound calls per individual, phone, group or even time of day
Billing and Payment
Debit or Credit Card, Paypal, Direct Bank Account Debit (ACH) and coming soon Apple Pay™ and Google Pay™
Normally? No. If that is the only payment method available, we will require a deposit equivalent to 1 months typical charges.
You can change payment methods or card stored on file through your account Portal
We send you an automatic notice of the failure. We all have cash-flow hiccups from time to time; give us a call or send us an email and we'll work with you. This is a relationship and relationships require communication! If however, we don't hear anything from you within 7 days, outbound calling will be blocked. If after 14 days there is no communication from you concerning your account, all calls are suspended. At the end of 30 days we delete your numbers and close your account.
All payment processing is handled by Square™, Stripe™ or PayPal™. The only details visible to us are the last 4 digits of the Card or Account Number on file. Additionally all your information is restricted based on our employees position and role in the company
For starters, you can cancel within any 30 Day period so it only makes sense if you prepay. Secondly we don't want to run credit checks, force you to sign lengthy contracts or chase anybody to get paid. We are in the business of Communications not Collections
E911 or Enhanced 911 is Emergency Service that factors in the location of the calling device. You provide us with the physical address of any phone that you wish to be able to call for help from. It is necessary to provide separate address for each location that has 911 enabled so as to send accurate location info to the Emergency Call Center. The E911 Service costs government to maintain so that charge is passed on to you
From the Portal (pay.netofficepbx.com) you can see, download or print your entire account history. We will also happily provide you with any documentation via email too.
Cancellation is easy; send us an email or use the messaging feature in the Account Portal. The entire process of porting away your numbers must be completed within the 30 Day billing period. If you start that process too late to complete it within that 30 day interval you will need to pay for any subsequent Billing period until the Port Out is completed. We do not prorate your bill. We will happily provide a CSR to facilitate the Porting process
Phones and Equipment
Purchasing your phones through us means that not only are our prices competitive but your phones arrive fully configured. Connect them to your network, power them up and immediately start making and receiving calls.
No, not necessarily although we'd like you to! Our service works with virtually all IP Phones available however we would have to re-configure them to work with our service which does incur a small charge per unit. To use your current on-premise phone system or multi-line analog phones will require an additional equipment purchase and not all features offered will be available
Yes, but they will require configuration for a small additional charge per unit
Absolutely, yes.
If something isn't working or not the way you expect please open a Ticket with our support team. Almost all issues can be resolved without sending a technician and we have an extensive range of tools to identify and fix your issue in less time than it takes to have someone go onsite. In those instances where remote troubleshooting is not possible we will dispatch a tech
All the phones supplied by use have the Manufacturer's Standard Warranty. Return the phone to us and we'll ship a replacement to you and take care of the exchange with the manufacturer. We also offer an add-on plan that covers equipment after warranty expires or accidental damage. It should be noted that we only supply phone known for there quality and durability.
Features
As many calls as you need. We dynamically increase the number of calls sent to your phones with demand so you never lose a call
As long as you are a normal business entity rather than a Call Center, there are no additional per minute charges. Everything is included for calls with the US and Puerto Rico
We include an IVR with each account at no additional charge if you wish to have one. Someone from the Activation Team will discuss the configuration with you. Really complex IVRs will incur additional charges as they require planning and testing.
Our System has pleasant Music On Hold. Callers no longer need to endure meaningless silence or random annoying beeps
Sure, Messages on Hold including product offerings and specific information about your business can easily be added. Obtain your recordings through us or the many specialized Vendors out there and send us the files in MP3 or WAV format
All on-hold music must be licensed, we are partnered with Easy on Hold to provide a variety of properly licensed music of a wide selection of genres, including current Hits
Each user is provided with a web Portal to the system where they can see their Call History, retrieve and download voice mail, modify their own greetings, forward calls to another phone and access both a personal and a Company Directory if configured.
Yes, although this incurs a small additional charge that varies according to the level of detail you require
Yes although the pricing is determined by the complexity and special features you may require. For instance you may require real-time statistics of your agent's activity or call monitoring or even live wall-boards.
Yes, in compliance with existing laws in your location or the laws in force where your calls originate. Users that you designate can listen to or archive recordings with our web-based interface. There is a charge for storing recordings based on volume and retention.
Yes. We try to prevent nuisance calls systematically however users too, can block individual numbers
PIN-restricted dialing can be configured at your request. Calls can be restricted based on time or call destination
Sure. Just provide us with a list of the tags that you want and what the criteria is
