Tierzero Hosted PBX FAQ’s
Do the calls go out over the Internet?
No. You are connected to Tierzero with a private data connection that runs from your office to our secure data center. Once the call reaches us we route it directly to the person you are calling. However, if you have a remote location where we cannot provide a direct connection, or if you plug your phone into a different location, your call will go over the Internet until it reaches Tierzero, where we then route it to its destination without going over the Internet. If you have a good Internet connection at your remote location your call should be clear.
Do I have to buy phones?
Tierzero provides provides packages that include Polycom phones included with the service price. However, you may lower your monthly bill by purchasing the phones yourself. Should you wish to do so, we will make the phones available to you at the price we pay.
Do I need special cabling?
In most cases your existing Cat5 or better cabling on your LAN will do the job. The cable that plugs into your computer will plug into the phone and jumper cable will run from your phone to your computer. However, you will need to make sure that you do not have multiple switches connecting to each other in your LAN – this can cause problems with Hosted PBX.
Do I need to buy any new equipment?
Depending on the state of your LAN you may not need any new equipment. Hosted PBX requires a professionally designed LAN which simply means that you cannot have any hubs or cascading switches in your LAN. The more devices or hops inside your LAN, the higher the chance your call quality will be affected. We can make a quick assessment at no charge and provide recommendations if needed.
Do the phones plug into the power in the wall?
They can, but it is not required. If you have a POE (power over Ethernet) enabled switch, the phones will not need an AC adapter. This saves a lot of extra cables. Also, if you have a battery backup UPS (Uninterpretable Power Supply) for your POE enabled LAN switch, your phones will stay up if you lose power to your office.
What if my office loses power? Do I miss phone calls?
If you use a POE (Power Over Ethernet) enabled switch in your LAN and power your phones over your LAN instead of plugging them into the wall, your phones will stay up during a power outage. However, even if you choose not to use a POE switch your calls would simply go to voicemail or they could easily be routed to your cell phone or remote office.
What if I have more than one office?
Hosted PBX moves the functions of the PBX out of your office and into Tierzero’s private “cloud”. That means it’s easy to add multiple offices to the system. As you add offices they become part of your phone system. You can 4-digit dial your additional offices as if they were down the hall.
Is there security to prevent international calling fraud?
The system has a very high level of customizable security for calling. You can choose who gets international calling and how high you want to set the security level. We recommend it set very high to eliminate fraud.
Do I pay for long distance?
Long distance to the 48 continental states is included in the price of service.
How does Hosted PBX pricing work?
Instead of paying for phone lines, separate calling charges, a PBX lease and a maintenance contract you pay one monthly flat-rate per user. The monthly user cost is based on the features enabled for those users. This monthly cost covers all domestic local and long distance charges (48 continental states), all phone features, voicemail, etc.
Can I get my voicemail on my email?
Yes. All of your voicemail messages forward to your email as audio files you can play from your computer. This allows you to forward them to others for easy review or action.
Do I need to keep my lines from the phone company?
No. When you move your service to us you no longer need the phone company. We handle the service end-to-end.
How do I make a change to the system?
You are provided with a web based “portal” where you can make changes to the system like call forwarding, voicemail options etc. There is also an administrative “portal” where system-wide changes can be made for functions like calling policies etc. You always have the option to call us to help you.
Can I keep my existing phone numbers?
Yes. We move or “port” the numbers to our service. This is included in the price. However, if your phone numbers are out-side of your rate center there is an additional charge.
Will I have any downtime when I switch?
There will be some downtime during the transition. Much depends on the carrier you are switching from. If all goes as planned your downtime should be around 15 minutes.
What about Internet access?
In most cases Internet access is provided with your Hosted PBX package.
Can I send faxes?
Yes. The best results are achieved with new fax machines and fax modems. The optimum speed is 14,400 bps.
Will the sound quality be the same?
Sound quality is usually better. We use HD (High-Definition) technology that makes the sound quality so real it takes a little getting used to.
Do you offer training?
Our service includes on-site training for users. We also provide “train-the-trainer” for your office administrators.
How does voicemail work with your system?
It works in the same way as your existing PBX. It also has some advanced features like voicemail to email so you can get your email as a .wav file in your email box.
What happens if my Internet goes down? Will my phones still work?
Remember, your calls aren’t going out over the Internet. But if for some reason the dedicated connection between your office and the Tierzero Hosted PBX facility fails, your calls will still reach our switch and can be re-routed to your cell phone, your remote office or any other phone number you choose.
Can I forward calls to my cell phone?
Yes. You can have your calls ring your cell phone and several other phones at the same time. You can also transfer calls back from your cell phone to other users on the system.
What if I want to work from home or get calls while traveling?
You can take your phone with you and plug it into any broadband Internet connection anywhere in the world to be used as if you were in your home office.
