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VoIP FAQ

What is a hosted PBX and what are its advantages?

A hosted PBX is a VoIP business phone system where the “PBX hardware” resides in our data centre. IP Telecom maintains the software and servers at the data centre and provides technical support. IP Telecom’s hosted PBX can save significant upfront hardware charges because the PBX software/hardware sits remotely at our facility and connection is made to it from your office through our connectivity with high capacity Internet Providers.

Cost reduction is the main advantage of a hosted PBX because your business phone system can avoid the traditional cycle of replacing entire systems for upgrades or expansions.

The only onsite hardware you'll need are IP phones that connect to the Internet through a router or firewall device. A hosted PBX reduces costs of installation, hardware, and ongoing maintenance.

What is an onsite VoIP phone system?

An onsite VoIP phone system is where the PBX is a purpose built open source phone system which resides on the customer’s site. The main advantage of a VoIP PBX is reduced costs because your business phone system escapes the traditional cycle of replacing entire systems for upgrades or expansions.

Traditional manufacturers typically require you to purchase new systems or upgrades and propriety phones. Open source solutions allow business to acquire any SIP compliant handsets for use with the system.

What is an IP capable PBX?

An IP capable PBX is a traditional PBX (Private Branch Exchange) which has the software required to switch calls over VoIP using SIP Trunks.

In many cases even if your PBX is not IP capable you can still use a SIP trunk to connect to IP Telecom.

This is done by adding a gateway device that sits between your phone system and the Internet and uses a SIP Trunk over your broadband Internet connection.

If we lose power can we still make phone calls with VoIP?

Losing power at your premises can cause your Internet connection to go down. If this happens you will not be able to make calls unless you are equipped with a backup UPS which could power the connection for a limited short duration.

Using a UPS to power your network equipment including phones should allow an Internet connection to be maintained for a short duration and should suffice for short local outages, providing that your ISP is still powered up from your connection to their head end.

IP Telecom can divert calls to mobiles in the eventuality of any failure. For more information about emergency divert, see Emergency Divert.

What happens to my calls if broadband goes down?

The VoIP telephone service requires broadband to operate. If your broadband goes down and you want to continue receiving calls temporarily to a mobile or a landline device you have few options:

  • Set up a failover divert per user. See Call Forwarding
  • Set up an emergency divert on the main callflows by adding the mobile phone device to a ring group or a user. See Emergency Divert.
After we install VoIP, can we disconnect from our current telecom provider?

Yes, the VoIP service can be integrated throughout the premises by connecting to the existing network wiring, already in place.

Can we use a credit card machine over our VoIP connect?

Yes, but the credit card machine must connect through the Internet. IP Telecom recommends getting advice from your merchandiser about your options before implementing VoIP.

Can we integrate our alarm system with VoIP?

Due to their dependence on Internet connectivity, VoIP services are not considered to be good for lifeline services such as alarm monitoring, lifts and so on.

IP Telecom recommends contacting your alarm company’s technical support for exact answers about their connection alternatives. It should be possible to use a mobile SIM Card.

Lift alarms are generally required to have a dedicated copper line and should not be connected to VoIP without further investigation.

General FAQ

How do I upload media files to hosted PBX?

See Uploading media files

How do I set up a button to dial out as a different caller (add a second line)?

See Add a second line

How do I move a number from callflow to main company number?

See Moving number to main company number.

How do I change the timezone on my account?

See Change Account Timezone.

How do I change my language and accent in TTS?

See Change Language and Accent in TTS

Why do I see a missed call in multiple devices for same user?

See Prevent Missed Call in Multiple Devices

Why do I see a missed call in MS Teams?

You might see missed calls in MS Teams if you're status is set to busy but the hosted PBX doesn't recognise that you should not be disturbed.

To prevent these missed calls, you can enable the MS Teams "busy on busy" calling policy. See Enabling busy on busy calling policy.

I'm having problems logging into the portal?

If you are experiencing trouble logging into the PBX Portal check the following:

  • Verify your browser's autofill feature is not pushing a different password
  • Verify all the lower and upper case letters are correct
  • If you have lost your your credentials, ask your PBX admin to change them or send a request to IP Telecom Support
What are ghost calls?

See Ghost Calls

Does your service support T38 for faxes and how can we enable it in our account?

You can send and receive fax data using 711 without any issues. Carrier to carrier 711 works in most cases. However, T38 is useful where there are bad links between the uas and uac but it might add some interoperability issues.

Voicemail FAQ

How do I access my voicemail?

See Access Voicemail

How do I change my message?
  1. Dial *97 in your desk phone.
  2. Enter voicemail box number (usually extension number) and pin of the voicemail box, if needed.
  3. Press 5 to access settings.
  4. Press 1 to record your message.
  5. During recording, press any key to stop the recording.
  6. Press 1 to save the recording.
  7. Press 3 to re-record.

For more information about voicemail boxes, go to the Smart PBX App Voicemail Boxes.

What if I can't access my mailbox?

“Your mailbox is not configured to allow access from this phone”.

If you hear this message you might be entering the wrong credentials.

  1. Dial *97
  2. Enter your extension number (VM box number) followed by #.
  3. Enter your PIN followed by #.

To reset your voicemail password, see Voicemail Boxes in the Smart PBX App Voicemail Boxes.

How do I personalise my voicemail?

See Personalise Voicemail

How do I transfer calls quickly straight to voicemail?

During the call, hit “Transfer” on your Desk Phone and dial **01 instead of 01. Press “Transfer” again to let the call go.

If you do not dial **, it appears that you are trying to transfer to extension 01.

Important

If you are on MS Teams and trying to transfer calls directly to voicemail, the ** option does not work. Instead, you must create a call flow for each user and point it to their voicemail box.

For more information about voicemail, see Voicemail Boxes.

Calling & Numbers FAQ

How can I hide my caller ID?

See Hide Caller ID

How do I dial internationally?

Dial “00”, enter the code of the country that you want to dial, for example 353 for Ireland or 44 for the UK. Enter the number that you want to dial, if is an Irish number or a UK number you must omit the first “0”.

Example:

  • (local Rep. of Ireland)01 XXXXXX
  • (from outside Ireland) 00 353 1 XXXXX
How do I dial a UK number from within UK without using country code?

See Dialling within UK

How do I block incoming numbers?

See Blacklist

How do I restrict outgoing calls?

See Restrict Outgoing Calls

How do I block specific outgoing numbers?

See How to block outgoing numbers

Phones FAQ

Why are the BLFs flashing on my phone?

If the lights which indicate the status of users on your desk phone (BLF) are not working properly, constantly flashing, or not changing, there are few reasons:

Some of the more common reasons might be:

  • The SIP ALG is not disabled.
  • Your network was experiencing a packet lost during a period, and some packets were lost.
  • The firewall was blocking the packets which made this kind communication

IP Telecom recommends that you verify the Minimum Network Requirements are in place on your network and reboot the phones to try to resolve the issue.

If the problem persist after rebooting the phones, please contact us to reboot the BLFs.

Why is my phone not ringing?

See Phone not Ringing

For more information about your specific device, see Phones.

More information

See also: