FAQs re UCaaS

FAQs about UCaaS - Frequently Asked Questions about Unified Communications as a Service - Our Cloud PBX - 30 questions?

Does Our Cloud PBX provide “Voicemail to Email”? If yes, does it have a Voicemail to Text converter? Our Cloud PBX provides Voicemail to Email. The Voicemail to Text converter is supported but not activated on our plans. We consider that the Voicemail to Text converter feature is not reliable in today’s multi-language business, so we prefer to provide Voicemail to Email with audio message recording instead.
Is Our Cloud PBX product developed in-house? Our VoIP solution based on a Commercial Carrier Grade Class 4/5 Switch that is hosted in a redundant environment with no single points of failure. Our implementation relies on a chain of telephony carriers that allows us to provide our customers with a 99.999% SLA and full redundancy.
Do we charge any fee to port my existing phone number to the cloud? No, the phone number porting is free.
Who is your telephony carrier? Our partners use a chain of US & Canadian telephony carriers to ensure redundancy. This setup ensures that we can provide a 99.999% SLA.
I am concerned with the quality of the voice and the possible packet latency. How far is your telephony data center? We are dealing with a chain of US & Canadian telephony carriers that have multiple data centers. We always route the call to your closest telephony data center.
Do you have a mobile app? Yes, we have our own mobile softphone app. It runs on iOS and Android devices and can be downloaded from:
iOS : https://goo.gl/dZu71H Android : https://goo.gl/4edmtJ We also have a WebRTC Client that can be run anywhere from any PC web browser.
Does the system record the IVR/Auto Attendant prompts? The system does not manage IVR narration. You can however ﬁnd good and cheap female & male narrators on platforms like www.ﬁverr.com for example.
Could a customer use a USB headset with the IP phones? A USB headset (wired or Bluetooth) can be added on all our IP Phones. See the Grandstream compatibility list here: http://www.grandstream.com/search/node/headsets and the Yealink list here: http://support.yealink.com/search?q=headset. Most of these headsets can be found in retail stores like Amazon.
Do we recommend Skype for Business? Skype for Business is deﬁnitively a great tool for Uniﬁed Communications. It includes Chat and allows sharing Presence information between co-workers. It’s fully integrated with Outlook, Office 365 and Dynamics 365, including Microsoft’s own PSTN Add-on and Cloud PBX. Our integration will provide the best of both worlds: a high-standard Uniﬁed Communications application that integrates O365/D365 and that is hosted.
Microsoft recently announced that they will be “shelving” the Office 365 Skype for Business product and replacing it with Microsoft Teams. Will the system be offering and supporting Microsoft Teams as well? Do you recommend Skype or Teams? We will keep both Microsoft’s Skype for Business and Teams in the portfolio. But, as we do not own these products, we have no control over their future roadmap.
How long do the call detail reports remain available in the platform? Call detail reports (CDR) are stored in live format for 60 days approximately. After that period, the CDRs are archived in .CSV format and you can request for them by opening a support ticket.
Can we activate more that one IP Phone per plan? Our Cloud PBX platform is structured in a way that an extension is attached to either a Standard or Premium plan. By default, we can link one IP Phone per extension. This IP Phone will get automatically provisioned if provided by us or if it’s a compatible IP Phone (e.g. from Polycom, Grandstream or Yealink). On each extension (Standard or Premium), you can activate an unlimited number of iOS/Android Softphones and WebRTC Clients. When the IP Phone rings, the Softphones and WebRTC Clients can be set to also ring simultaneously. You can also conﬁgure Call Forwarding and Follow-Me at the extension level.
Normally, every user gets their own extension and therefore their own IP Phone. In some scenarios however, a user might want to set up more than one IP Phone per extension. This is technically possible, and this can be authorized by us upon request and based on fair usage and common sense. For instance, we can setup an IP Phone at a user’s work place and a second IP Phone at their home office. When the system allows more than one IP Phone on the same extension, all IP Phones will ring simultaneously, and only one single voicemail box and single extension number will be assigned to all IP Phones. Also, the system will auto-provision only the ﬁrst IP Phone. Any subsequent IP Phones will have to be manually conﬁgured.
Is there any big difference between the Yealink and the Grandstream phones? When should we select one or the other? Both are great phones, so you’re going to make the choice personally. To get more information on each phone model, check the IP Phone Catalog.
Also, when you're selecting the IP Phone model from the catalog, note that they all support PoE and only Grandstream devices come with a power supply. For the Yealink devices, the power supply should be ordered separately.
How can you guarantee voice quality? We provide a network assessment guide, and we can assist you in the assessment process. Our guide is a checklist of tests to make to conﬁrm that the network infrastructure can support the VoIP from the system. For instance, we advise you on properly setting up the QoS, or choosing between keeping an existing router or getting a new one. Note that we will help you with the onboarding process every step of the way.
What do the prices displayed on your website mean? The prices displayed on our website are often the suggested retail prices. Contact us for a custom quotation.
What about fax service? Our solution includes Fax to email and Email to fax capabilities, so there’s no more need for a separate/obsolete fax machine. In case you want to keep it, we do support terminal adapters (ATA). To activate the fax service, you will need a PBX extension (either a standard extension or a premium plan), then our Cloud PBX will be able to route the incoming fax to your client’s fax machine and vice versa.
Is the system locking its IP Phones? No. When you buy an IP Phone from us, it is yours to keep and use freely. It comes pre-conﬁgured for Our Cloud PBX, so you only need to plug and start using it. In case you want to switch to another provider, you’re free to continue using your IP Phones.
Do you support multiple-site registration? Yes. With one user extension, you can have an IP Phone and you have the possibility to register as many iOS or Android softphone devices. All the devices are registered together, so when the extension rings, every connected device also rings.
When using the mobile app, would it be possible to record the phone call? Yes. Once Call Recording is activated, you can use any of the devices. Note that there’s no charge or extra fee when you activate call recording. It’s all included in your plan.
Do you support off-site transfer? Absolutely, we can transfer a call to an external number via the IVR (Automated attendant). Also, a user can transfer an ongoing call to an external number using the same process used for redirecting a call to an internal extension. Finally, a user can set automatic transfer from their IP phone to an external number. The possibilities are many. As a user, can I use the IP Phones or the Softphones outside Canada or the US? As a user, you can carry your softphone and use it from any Wi-Fi connection or 3G, LTE connection anywhere in the world.
Is there a way to activate any brand IP Phone? Yes, we do the auto-provisioning for Grandstream and Yealink phones. But it’s also possible to auto-provision Polycom VVX Series. However, you will need to log into the phone and set up our provisioning address.
If you are using other brands that are compliant with our platform, you will have to conﬁgure the phone manually. In any case, the our Support Team will be there to help, every step of the way, 24/7/365.
Does the system support video call? Absolutely, if you have an IP Phone supporting video call you can do so, and our softphone supports video calls.
Does your solution integrate with Office 365 PBX? No, because Office 365 PBX is a product of its own, while Our Cloud PBX is truly our own solution. For those of you in Canada or elsewhere where O365 PBX is not available yet, we have good news: our solution is available.
What about 911 and emergency services? As for the FCC and the CRTC, we’re delivering everything for 911 services. As a user, you will be able to dial for any emergency service from Our Cloud PBX platform.
Are there any bandwidth requirements? A VoIP call uses about 100 kbps, which is very little bandwidth. As long as you have the Quality of Service enabled on your customer’s network, they won’t have to deal with any bandwidth limitation.
Can I customize the music for each caller placed on hold? Yes, the system allows you to customize the on-hold music experience.
Does the system offer long-range cordless IP phones? Yes, we offer DECT IP phones from Yealink and Grandstream, which include a repeater that helps you to extend the range of your cordless phone.
Can I test the system on an NFR (Not for Resale) account? Absolutely, if you have an IP Phone supporting video call you can do so, and our softphone supports video call.
Is it possible to set up a conference call with three or more callers? Yes. You can use the unlimited conference call bridge feature from Our Cloud PBX platform.
Does an Intercom solution come with the system? Our Cloud PBX is compatible with popular intercom systems. We do not sell or conﬁgure them however.

03/05/2024