FREQUENTLY ASKED QUESTIONS

Why is VoIP on the market now?

VoIP was developed as an experimental system by Arpanet in the late 1970s. The constant advancement of the Internet, and improvements in computer technology, has improved the quality and reliability of VoIP telephone calls. They are now competitive with dedicated phone line systems.

Can I call people who have regular telephones?

Yes, you can call any number including landlines and mobile phones.

Can people reach employee extensions directly?

An extension can always be reached by calling the main office number and transferring to the extension, but for additional monthly charges you can get a number that is directly accessible. This is known as a DID (Direct Inward Dial).

Can I make conference calls?

Yes, every Voice Carrier Office system includes at least one conference bridge. Each conference bridge supports up to eight simultaneous callers, and can be used for an unlimited amount of time. For larger conferences, we provide a different service at an additional cost. However, please note that you may run out of concurrent call capacity if you try to place more people on the conference call than you have in your plan.  If this happens, you will not be able to have additional calls into or out of your phone system.

Can I use my credit card machine?

It is not recommended that a customer use a VoIP service for handling Credit Card Transactions. We recommend our customers keep an analog line for this service.

Does Voice Carrier provide Internet connections?

No, Voice Carrier does not supply Internet connectivity. The Voice Carrier sales team can help you find a provider if you need advice.

What kind of call uses my Internet connection?

Most calls use your Internet connection. For example your office calling to an outside line, or an outside line calling your office.

What kind of call does not use my Internet connection?

All calls will use your internet connection even if they are located in the same office.

Can other things I am doing on my network interfere with my telephone calls?

If your phones are located on the same network as your data connection, there is a high likelihood that when bandwidth intensive applications like streaming videos (i.e. YouTube), Pandora or Spotify have consumed your entire bandwidth capability, your call quality and phone functionality will be affected.

How do I make sure calls get priority on my network?

Quality of Service (QoS) is built into most modern routers/firewalls. It is recommended to enable QoS to segregate and prioritize packets in the bandwidth stream that are dedicated only to voice (SIP packets) before other applications.

What features does my Voice Carrier business phone system have?

We do that too! With 100+ features, Voice Carrier has every feature you want. Just ask us! Visit our Features page to learn more. In the meantime, here are just a few of them….
•    Online Account Management
•    Review Payment History
•    Review Call History by Extension
•    Assign and Manage Extensions
•    Conference Calling
•    Assign Features by Extension
•    IVR Configurable Menus and Personalized Messages
•    Interactive Voicemail Configuration
•    Forward Voicemail to Email
•    Forward Text Email messages as Voicemail
•    Personalized Name Announcement
•    Personalized Greeting
•    Three-Way Calling
•    Speed Dial
•    Call Forwarding and Following
•    Simultaneous Ring
•    Call Waiting
•    Caller ID with Name
•    Call Return (*69)
•    Caller ID Block (*67)
•    Anonymous Call Rejection (ACR)
•    Do Not Disturb (*78)
•    Last Number Redial
•    Local Numbers
•    International Local Numbers
•    800 Numbers
•    Fax via VoIP
•    ATAs and SIP Phones
•    Soft-Phone Compatible

What additional options are available with my Voice Carrier phone system?

There are many additional options available with your Voice Carrie phone system, including:
•    Additional simultaneous calls
•    Additional telephones
•    Toll Free Numbers
•    Different kinds of telephones including cordless phones
•    Limited Emergency Calling Services
•    Fax lines or Internet Fax service

Can I have an Automated Attendant with a professionally recorded greeting?

Yes. An automated attendant, also called a interactive voice response (IVR) system, is available with your Voice Carrier Office telephone system. The IVR can say whatever you want, for example, “press one for sales, two for accounting, or three for a company directory.”

If you prefer a more polished presentation, Voice Carrier can have your greetings professionally recorded for you. There is a small charge for this service. There may be additional charges for IVR systems that are bigger or more complex.

Can I manage my own PBX?

Each user can manage their own extension with the easy user interface. You can see call records, customize call forwarding settings or manage voicemail settings, for example.

Can I have a toll-free (800) number?

You can purchase as many toll free numbers as you would like. Toll free numbers include prefixes like 800, 877, and 866. There are per minute charges for calls made to a toll-free number.

Can I have additional local numbers?

Yes, you can purchase additional local telephone numbers in most areas in the US. For example, you can have a local number for your business in New York and another local number in California.

Can I have a vanity number like 1-800-FLOWERS?

You can have a regular, toll-free, or international vanity number. These numbers are subject to availability. Contact sales for information about purchasing a vanity number.

Can I record calls?

You can choose to record calls for an additional fee. You can record some or all calls. Recorded calls are saved as .wav files.

Can I send and receive fax documents?

Yes. Voice Carriers new fax over IP solutions provide the security and reliability of HTTPS while preserving the easy and familiar experience of the fax machine. With the Virtual Fax, customers can now send faxes to any location while saving money on long-distance and access charges for their existing solution.

Can I have remote telephones?

Yes, Voice Carrier supports multiple geographic locations. You can put a phone anywhere you have an Internet connection, even a different country, and Voice Carrier Office will find and register the phone.

Can I make emergency calls?

Voice Carrier provides support for emergency calling services. This is provided at a small additional charge. Users of this service must make sure the physical (street) address on record for that phone is correct, including changing the address if the phone is moved to a new location.

If your Internet connection is down, you won’t be able to make any outgoing calls, including emergency calls, with a Voice Carrier Office system. We recommend you not rely on any VoIP service, including Voice Carrier, for emergency calling. You should keep a landline for calls for emergency services.

What are my up front costs?

You pay for any telephones or telephone adapters you may need. There is a charge for professionally recorded greetings (optional).

What counts as a call?

  • Talking with someone from your telephone to a phone at their office.
  • Talking with someone from your telephone to a phone at their home.
  • Talking with someone from your telephone to their cell phone.
  • Talking from your cell phone to a telephone in your office.
  • Talking from your office telephone with someone on another telephone in your office.
  • Keeping a caller on hold.
  • Checking your voicemail from a telephone which is not a Voice Carrier extension.
  • A caller listening to your company automated attendant.
  • Every caller from a non-Voice Carrier extension which calls in to participate in a conference call.

How do my employees get trained?

Your reseller can provide your employees with formal training or download the Voice Carrier User Guide. Please refer to the Knowledge Base for answers on additional phone or feature questions.

What kind of Internet connection do I need?

You must have a high quality, reliable Internet connection, with enough bandwidth to support the number of lines you need.

How fast should my Internet connection be?

Every line, every call, uses 80 Kbits/second of bandwidth to send audio out to the outbound caller while using 80 Kbits/second of bandwidth inbound to the Voice Carrier extension. This is effectively 156Kbits per second for each call.

You need enough bandwidth to support the number of simultaneous calls you need. If you want to make ten calls at the same time, you should have a 1.5Mbit Internet connection in both directions. If you have a connection with 1.5Mbit down and 768Kbit up, you can only make five simultaneous calls, because the uplink speed is the limiting factor.

Phone quality and bandwidth requirements will also vary if you have many computers using the same internet connection.

How can I find out how many phone calls I can make on my Internet connection?

Please contact Voice Carrier at 888-830-6230 (toll-free),  650-376-1200 (direct), or support@voicecarrier.com.

Can I keep my current number? Can I move my number to Voice Carrier?

You can almost always move your current phone number to your new Voice Carrier Office telephone system. Check with your current provider to find out. We can help you with this, too. Rarely, you won’t be able to directly move (port) your telephone number. If you can’t move your number, or if you don’t want to move your number, you can still forward calls from your old number to your new Voice Carrier Office telephone system. Your current telephone company should be able to provide call forwarding or remote call forwarding for your existing number. If you are going to forward calls from your old number, make sure your old system can forward enough calls. If you have more than one call coming in to the old number at the same time, you want them all forwarded. This is sometimes called “multiple paths.”

What do I do while my telephone numbers are being moved?

We will give you temporary telephone numbers while you are waiting for your telephone numbers to move to Voice Carrier. While you are waiting, you can forward calls from your old telephone numbers to your temporary numbers.

Who owns my phone number?

Telephone numbers are rented, not owned. You have to make a payment every month to keep any phone number you are using, regardless of your phone service provider.

Can I keep my phone number if I leave Voice Carrier?

Yes. This is only limited by your ability to transfer a telephone number to a new provider. Voice Carrier does not place any restrictions on transferring your telephone number to a different provider.

What kind of telephones do I need?

Voice Carrier supports SIP (Session Initiation Protocol) telephones.

What telephones can I purchase from Voice Carrier?

The below phones have been thoroughly tested and approved to work seamlessly with Voice Carrier services.

Yealink

IP Phone SIP-T20P
IP Phone SIP-T22P
IP Phone SIP-T26P
IP Phone SIP-T28P
Gigabit Color IP Phone SIP-T32G
Gigabit Color IP Phone SIP-T38G
Ultra-elegant IP Phone SIP-T41P
Ultra-elegant IP Phone SIP-T42G
Ultra-elegant IP Phone SIP-T46G
Ultra-elegant IP Phone SIP-T48G
IP DECT PhoneW52P
IP DECT Phone W52H
Call Center Headset YHS32
LCD Expansion Module EXP40
LCD Expansion Module EXP39
LCD Expansion Module EXP38
Wireless Headset Adaptor EHS36
DECT Repeater RT10

Cisco

SPA504G 4-Line IP Phone with 2-Port Switch, POE and LCD Display
SPA508G 8-Line IP Phone with 2-Port Switch, PoE and LCD Display

Panasonic

KX-TGP550
KX-TGP500
KX-TPA50

Polycom

VVX 310 6-line Gigabit Phone PoE
VVX 410 12-line Gigabit Phone PoE
VVX 500 12-line Gigabit Phone PoE
SoundPoint IP 670 6 – Line IP Phone w/Power Supply
SoundPoint IP 650 6 – Line w/Power Supply
SoundPoint IP 550 4 – Line w/Power Supply
SoundPoint IP 450 4 – Line w/Power Supply
SoundPoint IP 335 2 – Line w/Power Supply
IP5000 Conf. phone  w/power supply
IP6000 Conf. phone  w/power supply

Is the Voice Carrier Network reliable?

Yes. Voice Carrier’s Network was built to provide unparalleled reliability, for the long run. Our cloud architecture offers:.

  • High Capacity – designed to handle 100% of call traffic during peak-load conditions.
  • Redundant Databases – back-up copies files of your PBX configuration and call records is always ready.
  • Local Diversity – Redundant servers and facilities are provisioned in each site to provide local protection against failure.
  • Geographic Diversity – redundant servers are located in multiple U.S. locations, plus Europe.
  • Carrier Diversity – multiple SIP trunk providers are used to connect our customers to the Public Switched Telephone Network (PSTN).