gradwell

Q: Why should I use a VoIP Phone System?
A: With VoIP you can:

• Avoid buying an expensive phone system
• Have phone extensions in multiple locations
• Make calls between remote offices without cost
• Have inbound numbers in different area codes - be local in yellow pages but a single office
• Have a flexible voicemail system with SMS and Email
• Have unlimited capacity for calls - grow quickly
• Get detailed call statistics
• Ring different phones in your office at different times of day

Q: What about call quality and reliability?
A: We and approximately 1000 other customers run our businesses on our Voip service.

We find that as long a customers have sufficient bandwidth to operate the service correctly, they experience excellent call quality. We are able to advise on the bandwidth necessary for an optimum experience.

Our use of the service also means we are acutely aware of any problems with service which means that we resolve any issues immediately.

The only other issues can be to do with your equipment and connection to the Internet which we can help ensure you are setup correctly.

Q: Do I have to have broadband to use it?
A: Yes, ISDN and dialup modem users may find the sound quality is much more variable. It's important to make sure you are using the correct codec to compress the voice data if you are using a lower bandwidth line. g729a or GSM are codecs recommended for dialup and ISDN use.

On an ADSL line with 256k upstream, you can get 3 to 4 concurrent calls. When using our service in a busy office of upto 10 people, customers typically dedicate one broadband service to their phone provision.

Q: Can I use my existing numbers?
A: Yes, if you have a BT number they can, subject to survey, be ported to our system. Please go to http://www.gradwell.com/voip/number_porting.php and follow the procedure.

The process is that you sign up with a temporary new number, then we put the port through, and replace the temporary new number. Number porting takes 7 - 14 working days for a simple BT line and costs £20+VAT. It is important to remember that when you port a number away from BT, BT will cease that line, and all its associated services such as broadband.

Q: What sort of new number can I have?
A: We provide a number in your local geographical area (01 or 02), or you can choose memorable number from £20+VAT, with Gold Silver & Bronze costing more. We also provide Spanish numbers.

Q: How many numbers do I need?
A: It depends on how many calls you expect to have at anyone time and whether you want DDI in which case it's one per person. A no. gives you 2 calls.

Q: Can I redirect to another phone number or Voicemail?
A: Yes. You just pay the cost of diverting (which is a standard outgoing call).

Q: If I move house, can I keep the same number?
A: Yes - once the number is ported to a voip operator like us, it can be used anywhere there is an internet connection.

Q: How much does it cost?
A: The Centrex package is £7+VAT a month. Other packages vary.

Q: Are the call charges from landline/mobile to VOIP noticeably different?
A: No, we provide a regular UK land line phone number, or you use your ported number, so people pay the same to call you.

Q: What do I need?
A: ADSL which will give you three to four simultaneous calls with a router plus either:

• a SoftPhone on your computer; with the Plantronics DSP 400 USB headset;
• or analogue/Dect phone adaptors which we supply preconfigured - with std analogue handsets with display preferably
• or VoIP hardware phones which we supply preconfigured.

Q: Using an adaptor like the Linksys, does that mean my laptop doesn't have to stay switched on, if I am using a broadband router?
A: That's right.

Q: Would using an adaptor allow me to connect through other providers (Tesco, Skype, TalkScan etc.) to maximise my savings?
A: We do connect to a number of VoIP providers, but not Tesco or Skype as their systems are 'closed' and cannot be reached from people outside their network.

We have a list at http://www.gradwell.com/support/cross-calling.

Q: What about my fax machine?
A: We do not recommend putting fax machines on VoIP lines and would suggest putting it on the PSTN line which hosts your ADSL and/or use our Fax2Email and Email2Fax services.

Q: Will my VoIP phone work if the power fails?
A: No - Your ordinary phone doesn’t need a separate power connection, but as VoIP relies on your internet connection, if your broadband router has no power, your phone won't work either.

Q: I installed a VoIP service but I can't hear anything from the other end when someone rings. What could be the problem?
A: Chances are that your firewall doesn't have all the necessary ports open. Check with your service provider and make sure that your firewall is not blocking UDP ports that it needs to use. But - if you just read the previous Q, you might have your phone set to use only one codec. Most services can use several codecs and pick the one the caller is using. But if you've disabled all but one codec, and someone calls you using one of the disabled codecs, silence will result.

Q: Are there any phone numbers that VoIP phones can't call?
A: You can phone most phone numbers, apart from premium numbers. The big exception is the emergency services. You can't call 999 on a VoIP phone at present, so in an emergency you would need to also have a mobile or landline.