Frequently Asked Questions

VoIP is acronym for Voice over Internet Protocol. It means that your voice travels from your phone to the other caller’s phone device using such technology that allows it to use Internet.

A big advantage of VoIP services is the flexibility in the number of endpoint devices you can use.

• Desktop Phone: You can use any of the standard VoIP based manufacturer phones such as Polycom, Cisco, Yealink.
• Computer integrated softphone: Our VoIP service comes with free Web-based softphone application that allows you to use your PC or MAC as your phone. All you need is pair of USB headsets you plug directly to the USB port of your computer.
• Smartphone: Using our free GoVoIP App (that you can download from the App Store or Play Store) you can take all your TelCloud communication tools with you while you are mobile.

Our VoIP TelCloud services come with ability to call anywhere in Canada or continental US for one flat rate fee. You can also request to have access to international destinations as an add-on billable feature.

Yes, we will port your existing phone number from your current provider. It is a similar process to when you switch your cell phone provider. It takes between 5 to 10 business days to complete once we have all necessary documents in our hands.

The quality of VoIP has dramatically improved in the past few years due to the quality and improvements of the overall Internet infrastructure. The VoIP call quality is only as good as the weakest link in the call. That means that if we provide you with our VoIP services, we will make sure that all important components are up to the standards required.

• We start with your Internet connection to make sure it is adequate enough to produce a constant stream of quality connections between our data centre and your office.
• The second step is looking at your internal LAN (Local Area Network) to make sure it's configured properly to avoid any conjunctions or errors on your network.
• The last step is making sure your router and firewall are properly configured.

Yes, you can. This is a very practical marketing benefit of using VoIP as it allows you to have a local phone number from any metropolitan city in Canada or US. This is especially useful for marketing your company’s local presence in other cities you would like to service.

Hosted VoIP telephony means that the software that allows your phones to make internal, external and conference calls is hosted outside of your office. It is hosted in data centre that has much better business continuity and fail-over capabilities than if the server would be hosted at your office. The data centre comes with multiple sources of power, battery backup, electric generators, multiple Fiber Internet connections thus making our service lot more secure and reliable.

The cost varies between $15 to $45 per user based on the company requirements and size. It is always a monthly fee per user plus additional features that companies can benefit from. The example of some additional features are:

• Call Recording - record all your calls for future review
• Call Queuing - queue incoming calls until one of the agents becomes available
• Call Centre - full call centre abilities that comes with real time and historical reporting of number of calls in queue, longest waiting caller, call volume, average talk time, service level, abandoned calls
• Call back - allows for people calling in looking for support to enter their phone number, so the first available customer service representative will call them. This way they save time by not having to wait on hold.
• Audio Conference - users of the system can establish a conference call between multiple parties to discuss any topic required directly from their portal. These calls can be recorded for future need.
• Video Conference - users of the system can establish a video conference call between multiple parties to discuss any topic required directly from their portal. They can also employ the features such as screen share, chat and file transfer.
• Text to speech – this feature allows for the user the type their greetings into a portal and the software automatically converts the text to a greeting/voice file with many voices to choose from.
• Voicemail to email with transcription – all your voicemails are transcribed and sent to your email for you to never miss a voicemail from an important customer.

Here are the most common features of VoIP Software:

• Calling anywhere in North America for free
• Receiving calls to any device connected to your extensions such as Soft Phone, Web Phone, VoIP based Desktop phone.
• You can be anywhere in the world as long as you have a internet connection you can make and receive calls
• Voicemail to email with transcription – all your voicemails are transcribed and sent to your email for you to never miss a voicemail from an important customer.
• CRM Integration – have all your calls automatically logged into your CRM for tracking the sales process.
• Call Recording - record all your calls for future review
• Call Queuing - queue incoming calls until one of the agents becomes available
• Call Centre - full call centre abilities that comes with real time and historical reporting of number of calls in queue, longest waiting caller, call volume, average talk time, service level, abandoned calls
• Call back - allows for people calling in looking for support to enter their phone number, so the first available customer service representative will call them. This way they save time by not having to wait on hold.
• Audio Conference - users of the system can establish a conference call between multiple parties to discuss any topic required directly from their portal. These calls can be recorded for future need.
• Video Conference - users of the system can establish a video conference call between multiple parties to discuss any topic required directly from their portal. They can also employ the features such as screen share, chat and file transfer.
• Text to speech – this feature allows for the user the type their greetings into a portal and the software automatically converts the text to a greeting/voice file with many voices to choose from.

There are three major reasons to use VoIP over traditional phone lines. Lower cost, much higher functionality, and increased robustness.

Lower Cost
Traditional phone lines have a history of being run my monopolies that use their position to artificially drive up the price you pay for your service. Competition and choice help to lower prices across the board. Because VoIP is delivered over your existing internet connection we can bypass local monopolies to deliver true to cost voice services.

Higher Functionality
Not only is VoIP quality higher, it can do things that traditional phone lines just can't. Control the flow of calls to call queues and/or auto-attendants. Take your phone with you to another desk or another country and it will work perfectly. You can have a call center spread out around the globe without ever needing to purchase physical phones, as agents can just use "soft phones" on their personal computer or cellphone to answer calls and display the proper company name and number when making outbound calls.

Increased Robustness
With a hosted cloud based VoIP solution even if your local internet connection goes down the phone system keeps working, answering calls and delivering them to agents that are connected. Fail-over settings can be configured so that if your phone connection goes offline calls are automatically forwarded to your cellphone, etc.

PBX stands for Private Branch eXchange, which basically means your own personal phone network. If you have an office with 50 employees you don't want to buy 50 telephone lines from the phone company and wire up every phone individually. Instead you purchase a couple lines or preferably a SIP trunk and hook it up to your PBX. You would then connect all your office phones to the PBX that routes the calls as you've programmed it.

The flashing message waiting light on your phone was designed to alert you of another extension wanting to contact you and they probably by mistake turned on your message waiting light by pressing “0” after getting no answer from your extension. It happens all the time. In order to clear this little annoying light do the following:

1. Press the “SPEAKER” button
2. Dial 773
3. Press the “SPEAKER” button to hang up
The light should be out now.

Clock Setting
1. Press the SPEAKER key, enter 728

Change the Time:
2. Dial 2 digits for the hour (must be in 24 hour clock time)
3. Dial 2 digits for the minutes
4. Press SPEAKER

Yes, we provide some free manuals for NEC Elite IPK /48/192 Phone Systems.
Contact Us to get free NEC Elite IPK / 48 / 192 Manuals

Yes, we provide some free manuals for NEC Elite IPK II Phone Systems.
Contact Us to get free NEC Elite IPK II Manual

Yes, we provide some free manuals for NEC SV8100 Phone Systems.
Contact Us to get free NEC SV8100 Manual

We provide Emergency Service for NEC, Nortel, Nitsuko, IPitomi Business Telephone Systems in Greater Toronto, Mississauga, Oakville, Burlington, Hamilton, Cambridge Vaughan, Markham Area.
Please call us at 416-410-4654 and we will be happy to help you.
Additional Emergency charges may apply to all non-maintenance subscribers.

Please contact us either by calling 416-410-4654 and ask for professional help advisor with PRI Trunks or go to this link, to request a free quote: Request a Free Quote.

Yes, we provide a few manufacturer’s solutions that will allow connecting VoIP / SIP Trunk/ SIP Line.
Every manufacturer has it’s unique abilities and prices.
Please contact us either by calling 416-410-4654 and ask for professional help advisor with SIP Trunks or go to this link, to request a free quote: Request a Free Quote.