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Voice - FAQs

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SERVICE

Q. What is Apptix Hosted Business Voice?

A. Hosted Business Voice is a hosted PBX telecommunications service from Apptix. Based on Voice over Internet Protocol (VoIP) technology, the Hosted Business Voice service allows organizations with a broadband (high-speed) Internet connection to make unlimited calls anywhere in the continental US. With Hosted Business Voice, you can:

  • Eliminate the need for costly, in-house PBX equipment
  • Avoid phone system installation and maintenance charges
  • Reduce monthly phone bills by 40% or more

Q. What makes Apptix Hosted Business Voice different from VoIP-based solutions from other providers?

A. Apptix is a premier provider of hosted business communication, collaboration, and IT solutions, including VoIP. Many other VoIP providers use the public Internet to handle phone calls. Hosted Business Voice is a business-class VoIP service. Your calls are carried over a private, managed network that ensures Quality of Service (QoS) for your voice traffic. We know that your phone service is critical to your business, and we provide our customers with an industry-leading SLA.
Apptix also allows you to integrate your voice service into the other hosted services that we offer.


Q. What is VoIP?

A. Simply put, VoIP is a way of using the same communications protocol to carry voice traffic that the Internet uses for data traffic. Voice is broken into packets that travel over Internet Protocol networks instead of over traditional circuit-switched telephone networks.


Q. How does VoIP work?

A. VoIP services convert your voice into a digital signal that travels over an IP network. If you are calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the destination. VoIP can allow you to make a call directly from a computer, a special IP phone, or a traditional phone connected to a special adapter. In addition, wireless "hot spots" in locations such as airports, parks, and cafes allow you to connect to the Internet and may enable you to use VoIP service wirelessly.


Q. What is SIP?

A. Session Initiation Protocol (SIP) is a signaling protocol for Internet Telephony. The VoIP community has adopted SIP as its protocol of choice for signaling. SIP can establish sessions for features such as audio/videoconferencing, interactive gaming, and call forwarding to be deployed over IP networks, thus enabling service providers to integrate basic IP telephony services with Web, email, and chat services.


Q. Can I keep my existing phone number(s)?

A. Yes. Local Number Portability (LNP) allows you to keep your existing phone number or range of phone numbers. When you purchase Hosted Business Voice, please indicate that you require this with your service.


Q. If I don't have broadband service, how long will it take to get it?

A. If you do not have broadband service, you will need to contact an Internet Service Provider to arrange service prior to implementing Hosted Business Voice. The timeframe to enable broadband service will depend on your broadband service provider.


Q. How long does moving/porting a phone number over to your services take?

A. The porting process can take up to 3 to 4 weeks to complete. It is important to note that every time your provider rejects the porting request due to incomplete or inaccurate information, the timeframe for the process starts over. During this porting process, Apptix will provide you with temporary numbers, so you can begin testing and using the service.

Do not cancel your service with your existing provider until the porting process is completed. Do not submit any service change orders on your current phone number(s) to your current provider. This, too, will delay or cancel this move/port. Any additional services on your existing line (other phone numbers, Internet service, Centrex services, Distinctive Ring, etc) must be removed from the number, as well, as they may delay or cancel the ability to port your number(s).

After your telephone numbers are ported to the Apptix environment, you will receive test calls and a confirmation email from your Apptix representative. At that point, you (i.e. the account holder) are responsible for canceling the service with your former carrier for the ported telephone number(s), to ensure that you are no longer being charged for those services.


Q. Will there be downtime during the move/port?

A. No. Your new Hosted Business Voice phone system will be installed before your phone numbers are ported. Prior to porting, your phone numbers can be forwarded to our temporary number(s) in order for you to test the new services.


Q. During the installation of VoIP service, will my existing telephone service be interrupted?

A. No. Apptix uses your existing broadband service; your existing phone service will not be interrupted. If you are ordering a completely new number, there will be no impact to your existing service. If you are porting your existing number, we will work with you to insure a smooth transition to minimize an impact to your service.


Q. How much Internet bandwidth do I need to use Hosted Business Voice?

A. The answer to this question depends on several factors. These include, but are not limited to: the number of users, the number of simultaneous calls going on at your location, and the level of Internet usage. A company with 50 users who are always on the phone will need more bandwidth than a company with 50 users who are sporadically on the phone. An Apptix Hosted Business Voice specialist can assist you in determining what type of Internet connection you will need to best support your service.


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FEATURES

Q. Do you support 911 Emergency calls?

A. Yes, Apptix offers Enhanced 911 or E911. The Public Safety Answering Point (PSAP) / Local Emergency Operator automatically receives your callback number, registered location, and latitude-longitude coordinates through the 911 network.


Q. What is Remote Office?

A. Remote Office is a feature that enables Hosted Business Voice users to access and use their service from anywhere – office, home office, mobile phone, etc. It is especially useful for remote employees and mobile workers because it enables them to use their Web Call Manager or Outlook Toolbar features while working remotely (e.g., extension dialing, transfers, conference calls, Outlook Integration, directories, etc.). In addition, since calls are still originated from the Hosted Business Voice service, it provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private.


Q. Can a user based in Washington, DC take his or her phone to Los Angeles, CA, plug it into an Internet connection, and have all of the VoIP features?

A. While this is feasible, we think that packing your phone up to take with you on a business trip is not the best use of luggage space! Instead, we recommend that you install a softphone on your laptop PC to make calls and have all the features of your Hosted Business Voice service with you anywhere you go. All you need to pack is a headset.


Q. Can the Hosted Business Voice service route/forward calls to cell phones and land lines?

A. You can transfer calls internally to extensions within your company or externally to numbers not on the Apptix network.


Q. Does Hosted Business Voice support extension dialing?

A. Yes. You have the choice of using 2 to 6 digit extensions.


Q. Can I forward calls to my mobile phone?

A. Hosted Business Voice offers several ways to route your calls to your mobile phone. In addition to the standard call forwarding feature, you can use Simultaneous Calling (Find Me/Follow Me) to ring various locations at the same time, or use Sequential Calling to ring various locations in a pre-determined sequence that will act like a personal hunt group.


Q. How can I check my voicemail messages?

A. There are several different options for checking voicemail. You can check your messages directly from your phone or by dialing into your voicemail service. In addition, you can choose to have a copy of your voicemail messages routed to your email. An email message will be delivered to your inbox with a WAV attachment of the message.


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EQUIPMENT

Q. What kind of equipment will I need to use the Hosted Business Voice service?

A. A broadband (high speed Internet) connection is required. This can be through a cable modem, or high speed services such as DSL or a local area network. An IP phone or computer is required. If you use your computer, you will need a softphone (a piece of software for making telephone calls over the Internet) and a headset with a microphone. IP phones plug directly into your broadband connection and operate like a traditional telephone.


Q. What kind of VoIP equipment works with Hosted Business Voice?

A. For phone equipment, Apptix sells and fully supports Polycom desktop phones. To maintain the Quality of Service (QoS) of the voice service, Apptix fully supports and recommends EdgeMarc routers. Feature functionality and the actual configuration of the equipment is ultimately the client’s responsibility. Some features may not be functional.

All VoIP equipment (phones and routers) purchased through Apptix come with a 1 year warranty.


Q. Can I use my own VoIP Equipment?

A. We recommend Apptix-certified equipment to ensure that you have the best possible experience and call quality. Clients can provide their own equipment, but Apptix cannot guarantee 100% functionality. Your organization may or may not need additional hardware to use Hosted Business Voice. Contact an Apptix Hosted Business Voice specialist to understand what equipment you may need to use our service.


Q. Will your installation technician configure my Local Area Network (LAN) during the equipment installation?

A. LAN and Wide Area Network (WAN) configurations are not part of the standard installation process. However, we will work with your in-house IT support or the individual responsible for management of your LAN/WAN to make sure that it is configured properly to work with your Hosted Business Voice service.

Apptix engineers are available to help configure your network at an additional cost.


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Still have questions?

Please contact an Apptix sales consultant to help assist you to determine the right Apptix solution for your business needs.

Contact Sales  or call 1-866-428-0130