FAQ - Device Question Can I forward calls to my mobile device? Question Can I have my greetings professionally recorded?

Transcription

1 FAQ - Device Question: Can I forward calls to my mobile device? Yes, the VoiceManager IP Centrex service allows you to forward calls to your mobile device or any other phone number. Question: Can I have my greetings professionally recorded? Yes, you may have your greetings professionally done and then loaded into your profile. Go to for information on how Cox can provide this service to you. Question: Can I make the IP Centrex solution mimic the key system I currently have in place, for example 3-digit extensions? Yes, you can mimic most key system functionality. Question: Can I move desks and simply log in to the phone and have it recognize me? In the same office, you can move a phone to another desk. Question: Can I forward the line to my mobile phone when I log out (Hotel Host and Guest)? Yes, by using the Toolbar or portal. Question: What restrictions are there for extension dialing (within and between locations)? Our provisioning system defaults to four-digit extensions, but we support three - six digits with some restrictions on numbers, such as 911, 411, 0xxx, 1xxx. Question: Can I take the IP Phone home, plug it in and use it? No, the phone requires a private network that is available in the office only.

2 FAQ - Features Question: What feature does Virtual Number Service replace? Virtual Number Service (VNS) replaces Remote Call Forwarding. Question: What is call screening? Call screening is the process of evaluating the characteristics of a telephone call before deciding how or whether to answer it. Question: Does VoiceManager IP Centrex support extension dialing? Yes, IP Centrex supports extension dialing. Question: What is Unified Messaging? Unified Messaging sends voic s to your address. Question: When the Call Barge-In feature is used, do all parties hear the conversation? Yes, everyone can hear the conversation. As an option, you may wish to turn on an alert tone to remind those on the call that the feature is activated.

3 FAQ - Benefits Question: What are the benefits of VoiceManager IP Centrex? No upfront capital expenditure Lower overall total cost of ownership (TCO) Easy upgrades Better service delivery Better scalability More productive users Easier to manage Question: What additional value-add is there between VoiceManager and IP Centrex? IP Centrex is a completely managed, highly reliable end-to-end telephone service that provides advanced IP features such as Shared Call Appearance, Hoteling, and Busy Lamp Field. Question: What is the value of Cox installing the switch? Cox manages a turn-key solution without the need for a third party, thereby streamlining the entire process. Question: Does IP Centrex support 911 emergency services? Yes, VoiceManager IP Centrex is fully compliant with all 911 emergency service regulations.

4 FAQ - Sales Question: What is VoIP? Voice over Internet Protocol (VoIP) is a means of transmitting analog voice signals over a digital network. Small-to-Medium Businesses (SMBs) are increasingly turning to VoIP solutions as an alternative to traditional public switched telephone networks (PSTNs.) Instead of your voice being transmitted over analog phone lines, your calls are routed through networking equipment and travel by way of IP. Since phone calls are placed through the internet, phone companies and long-distance charges are bypassed. Commercial users of VoIP technologies can save money and cut costs by installing VoIP hardware instead of using telephones which can accumulate hefty long distance charges. Question: How does VoIP work? VoIP is a method by which voice is digitized and transmitted in digital packets rather than using traditional circuit-committed protocols of the PSTN. The IP concept is similar to the PSTN, except that computers take the place of telephones, and an IP address is used for routing as compared to the telephone number. Perhaps the most significant difference with VoIP, as compared to PSTN, is that backbone-trunking resources are not assigned in a dedicated, predictable manner to support a voice call. Instead, circuit bandwidth for a VoIP telephone conversation is assigned on a random, as-needed basis, via packet switching. Unless this bandwidth is managed by the VoIP provider, quality of voice service can vary considerably from call-to-call. IP telephony includes many features, such as voic , conferencing, presentation viewing, and unified messaging for cell and PDA devices. SMBs are attracted to VoIP because of cost savings they can incur by leveraging a single IP network to support both data and voice services. Voice protocols have also evolved to offer more robust features, value-adds, and high-margin services that are all critical to SMBs. Question: Is IP Centrex secure? Can hackers listen in on my conversation? (The IP PBX vendor stresses the value of keeping the switch behind the firewall.) IP Centrex is very secure. Cox Business has taken many steps to insure that all conversations are kept private. Success of SaaS and Cloud-based services has proven that security solutions work well with IP services. IP Centrex offers you better security than IP PBX systems. Consider that most IP PBX systems operate on Windows or LINUX, subject to most of the viruses and attacks. IP Centrex service monitoring and network management provides security for your entire telephony solution, not just a single piece. IP Centrex is SIP-based and uses an authentication to validate the end device and credentials. Question: How does IP Centrex offer stability with my phone service? IP Centrex service does not travel over the internet. Your voice stream travels only on private, highly managed networks. In contrast, IP PBX service typically goes through a processor intensive gateway on your site. It is far more likely to experience problems. IP Centrex is backed by carrier-grade engineering. It will always stay at the leading edge, ensuring that assorted equipment is put through the most rigorous testing. Question: If I am under contract and require a new phone, do I get the latest models available or the model I originally received? Yes, you receive the most current phone model.

5 FAQ - Service Question: What is VoiceManager IP Centrex? VoiceManager IP Centrex replaces traditional on-premise phone systems and analog phone service by hosting the phone system in the cloud and sending calls over our network using Voice over Internet Protocol (VoIP) technology. The system is managed from a web-based portal, and all network equipment and IP phones are supported and managed by Cox. This saves our customers money on the startup cost, on phone system maintenance, and ongoing support. Question: Does an on-premise PBX or IP Centrex provide more features? IP Centrex offers a robust series of similar to high end IP PBXs in the market-place. You will find user and group features listed by IP PBX systems as administrative functions that Cox manages as your service provider. IP Centrex spans all sites and can serve non-ip lines. The functionality of some IP PBX features will be limited to site boundaries. Question: Do I have more control with an on-premise PBX or IP Centrex? If you choose to use the administrator functions we provide, IP Centrex gives you MORE control. You can administrate services through a user-friendly web interface. You can provide and manage services across multiple sites, including services for telecommuters and remote services from a web interface. In addition, different than an IP PBX, you can quickly add ports and capacity without the cost and delay of adding new equipment. Question: Can I use star codes with IP Centrex? Yes. Question: What directory does the DIR button reference on the soft key access? This is the local directory of users that are automatically created when telephone numbers are assigned. Question: Do I get to keep the phones if I leave Cox? No.

6 FAQ - Support Question: Does IP Centrex typically work well in an environment that historically used key systems? Yes, the IP Centrex system can emulate most Key System functions. Question: Can I switch my current toll free number to VoiceManager IP Centrex? Yes. Question: How do I make calls over a Voice over Internet Protocol (VoIP) connection? The same way you do with an ordinary telephone. The only difference is that you use an IP phone that is plugged into an Ethernet connection instead of a phone jack because the call is made over an IP Network. Question: Do I log in via an access code/password or does an administrator have to log me in (Hotel Host and Guest)? You can log in and use hoteling after the administrator enables the phone.

7 FAQ - Cost Question: Does a PBX or IP PBX cost less in the long run than using IP Centrex service? We encourage you to allow Cox Business to run its total cost of ownership model for your firm to provide you with a comprehensive and objective cost comparison. The maintenance and overhead required to operate the PBX or IP PBX create a higher total cost of ownership. IP PBX systems require you to carry extra inventory, both in ports, server capacity, and phones, which are mean extra costs. IP Centrex requires no such inventory. Many enhanced services require extra equipment, right-to-use licenses, and added maintenance. Vendors may expect you to replace the equipment in three years versus seven years or more which can double the cost of an IP PBX solution. Question: How does IP Centrex (IPC) compare to ILECs and CLECs from a capital expenditure and total cost of ownership perspective? IP Centrex has no capital expense, support, or maintenance costs where Independent Local Exchange Carriers (ILECs) and Competitive Local Exchange Carriers (CLECs) have expensive upfront capital for setup, phones and network equipment; and the total cost of ownership is more expensive when you factor in their higher transport costs. Question: How does IP Centrex compare to over the top offerings from a capital expenditure and total cost of ownership perspective? IP Centrex has no capital expense, support, or maintenance costs. Over the top offerings typically have up-front capital expenses for phones, and at first glance, can appear cheaper than IPC. However, quality and availability of voice service need to be closely compared to determine overall costs. Question: How does IP Centrex compare to premise-based PBXs or key systems from a capital expenditure and total cost of ownership perspective? IP Centrex has no capital expense, support, or maintenance costs. Premise-based PBXs or key systems can have a significant initial investment and also a high cost of maintenance and support. Question: Am I required to get new phones if I renew my contract? No.