Frequently Asked Q’s

Frequently Asked Questions

[vc_accordion widget_title=”Setup and Installation” width=”1/2″ el_position=”first last”] [vc_accordion_tab title=”HOW OFTEN DO I NEED TO REPLACE EQUIPMENT?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Depending on the brand, IP Phones should last between 3 and 5 years if they are well taken care of. These phones will need a software update from time to time to ensure that they work optimally.

Your PBX is hosted with us, there will be no replacement costs and the PBX is upgraded as we develop our system.

 

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”DO I NEED TO GET NEW NETWORK POINTS FOR THE PHONES?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

If you have current network points then the answer is no.

If you want a desk phone and you don’t have network points then you need to get network points. This set-up is part of your Internal Network and is usually serviced by your IT company or something you can do for yourself. Regretfully we are not a network company.

 

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WE ARE USING VOIP AT THE MOMENT, WHAT IS THE DOWN TIME FOR THE SWITCH OVER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

You should not experience down time across your business, if your current handsets have the capability of handling more than one account at a time. If this is not the case we can time the installation so that the swop over is quick and if everything goes smoothly you will have almost no downtime.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”IS THIS A CRM (CUSTOMER RELATIONSHIP MANAGER)?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

No, this is a hosted PBX with built in reporting features. Euphoria Telecom’s TMS (Telephone Management System) can help you with improving aspects on your CRM. Reporting from our TMS can give you indications of your agents efficiency in relation to your CRM.

We have a Sales Force adaptor to assist you with integration across the board.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WILL EUPHORIA DO OUR INTERNAL OFFICE NETWORK?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom can only advise your support and networking company regarding networking as this is not key to our business model. You internal office network is your responsibility and we do not offer any maintenance for it.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN WE USE OUR EXISTING PHONES?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

If you have IP phones, you can use them, however if they are analogue phone i.e. Telkom phones, they will not work with VoIP.

Please note that we also have a list of recommended hardware (phones) as there are some models that we do not support. Please check with your sales agent.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT OTHER EQUIPMENT DO WE NEED?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

You would probably require a switch for your ports and phones to attach to. If you are getting a dedicated ADSL line you would require a VoIP compatible ADSL router.

Please note that your internal office network set-up is your responsibility. We will advise you on what is the optimal setup or your IT company will set it up in the correct manner with port’s for the phones to plug into etc.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”HOW LONG WILL IT TAKE TO BE UP AND RUNNING?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

It normally takes 5-7 working days once we have received all your documentation. Your extensions and the server (PBX) will be preconfigured. If your internal office network is set-up correctly it’s only a matter of plug and play from your side.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT DO YOU NEED FROM OUR SIDE TO USE YOUR SYSTEM?”] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE WIRELESS PHONES?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

If you want to use IP Cordless/wireless phones, the base station unit would need to be plugged into your router for an internet connection.

The internet connection for your VOIP system will need to be connected to your phone’s through cabling, it cannot be wireless.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”DO I NEED A NETWORK?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

A network allows you to manage your connectivity in your office efficiently. Depending on the size of your company we always recommend a network infrastructure.

Your internal office network is managed by your IT company or yourself.

 

[/vc_column_text] [/vc_accordion_tab] [/vc_accordion] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

You would require network points if you do not currently have any installed,  as well as an internet connection. If you currently have ADSL you would need to get another internet connection for your voice as you will not be able to share voice and data on an ADSL connection.

VOIP will always need a dedicated internet connection.

[/vc_column_text] [vc_accordion widget_title=”Billing and Legal” width=”1/2″ el_position=”first”] [vc_accordion_tab title=”WHAT IS THE DIFFERENCE BETWEEN PREPAID AND POST-PAID?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Pre-paid works on a pay as you go basis. You can decide if you would like to pay for subscriptions month by month or you can pay for up to a year subscription in advance and then top up calling credit as you go. Pre-paid rates works out about 5% more than post-paid. Prepaid clients have to pay upfront for equipment as they order.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHY DO I HAVE TO PAY A DEPOSIT ON CALLING CREDIT?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom will provide you with R1500 calling credit without a deposit. If you require more calling credit we ask for a 50% deposit or you can pay for a credit check and pay a smaller deposit, depending on your credit record.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”IF I NEED TO MAKE ANY CHANGES IS IT INCLUDED IN MY MONTHLY SUBSCRIPTION OR AM I CHARGED EXTRA?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom will make reasonable changes to your system. We provide training to any company who would like to know how to make changes to their system.  If you require Euphoria Telecom to handle all your adhoc changes you must please speak to your sales consultant about getting a support contract.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”ARE ALL THE FEATURES INCLUDED IN THE PER EXTENSION COST?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

There are no additional hidden costs. Features are dependent on which package you choose.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”IF IT DOES NOT WORK, DO I GET A REFUND?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

If the Euphoria Telecom system does not work after all Euphoria’s recommendations have been employed, we will gladly offer you a refund less 30% of the set-up costs, however this is case specific.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”HOW LONG IS YOUR CONTRACT TERM?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom does not believe in long term contracts, and it is purely month-to-month, so if you are not happy with service etc., simply give us a month’s notice by completing our online cancellation form.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”Section”] [/vc_accordion_tab] [vc_accordion_tab title=”Section”] [/vc_accordion_tab] [vc_accordion_tab title=”Section”] [/vc_accordion_tab] [/vc_accordion] [vc_accordion widget_title=”Porting” width=”1/2″ el_position=”last”] [vc_accordion_tab title=”DOES THE ACCOUNT HOLDER NEED TO SIGN ALL THE DOCUMENTATION?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

The person responsible for your account with your current service provider will need to sign all documentation and submit his/her ID. This is all explained in a step by step process guide provided once you have confirmed that you would like to apply for porting.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”HOW LONG DOES PORTING TAKE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Typically porting takes up to two weeks. After we have submitted all the correct documentation we generally receive port date options within 5 working days. If this does not happen then we can escalate the application. Escalation can only take place after 5 workings days from the date of submission.
– You will receive three date options. They are usually within the following week.
– Euphoria Telecom does testing on the ported number the morning after the porting takes place. Porting takes place between 5pm and midnight on the selected date. Once testing is complete the porting case is then successful and resolved.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I PORT A 086 NUMBER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

086 number cannot be ported as they are not Geographic Numbers.
We can however point the 086 number to your PBX with Euphoria Telecom.
Porting is restricted to Geographic Numbers only i.e. 011, 021, 031, 041, 051 etc.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN MY PORTING APPLICATION BE REJECTED?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, your port can be rejected but only for the reasons stated below:
– Customer’s account is in arrears with its current service provider;
– Telkom knows the customer has moved or is planning to move out of its current exchange area in which case the numbers will never port;
– The specified number is not active on the current service provider’s network anymore (line was cancelled before porting);
– A port was done in error;
– A port was done maliciously or fraudulently; or
– The customer doesn’t own the number.
– PLEASE NOTE: Port requests are only reloaded once we receive confirmation and proof from the customer / reseller that the rejection reason was sorted as explained previously.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”I USE VOIP CAN I ‘PORT’ MY 087 NUMBER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Porting is restricted to Geographic Numbers only i.e. 01x, 02x, 03x, 04x, 05x

087 numbers cannot be ported according to ICASA’s rules and regulations.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”IS THERE ANY CHANCE OF LOSING MY NUMBER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

No, you will not lose your number. Your own the number whether you are with Euphoria Telecom or another service provider.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WILL THERE BE ANY DOWNTIME WHEN I PORT MY NUMBER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Porting takes place between 5pm and midnight on the selected date. There is no down time. Your ported number will already be loaded and set-up on your new Euphoria Telecom system which will ensure that the process happens smoothly.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT HAPPENS TO MY ADSL THAT IS LINKED TO THE NUMBER I WANT TO PORT?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

In the authorisation letter that you sign as part of your porting application there is an option to request that Telkom keeps ADSL functionality on that line.
Once porting has taken place Telkom will assign that ADSL line with a new number.
There are very seldom problems with this and there is no down time on your ADSL. Please note however that we have had a few experiences where Telkom has gone ahead and erroneously cancelled the ADSL, however we have been able to resolve this.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I MOVE BACK TO TELKOM?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, you can move back to Telkom if you choose to. If you have ported your fixed line number to us you can port it back to Telkom after 2 months as per the porting authorities. If however you have moved to a new area and your fixed line number does not fall under the same exchange then Telkom will not accept the number.
If Telkom accepts your number again this process can take up to two months to complete as it is reliant on Telkom reinstating lines and services. This is a process we have no control over.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT IS THE DIFFERENCE BETWEEN 021 AND 087 NUMBERS? WILL IT AFFECT ME NEGATIVELY (RECEPTION WISE) IF I HAVE AN 087 NUMBER”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

VOIP being a seemingly new technology has had some negative connotations around it. Especially in the beginning when this technology was still developing. People that are familiar with VOIP will recognise that 087 numbers are VOIP only numbers. If they have had a bad experience with VOIP then they will link it to this. Geographical numbers are sometimes seen as more ‘stable’ or ‘reliable’. The answer to this question depends very much on individuals’ experience with VOIP.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN WE USE OUR SAME NUMBER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, you can. You can port your number to Euphoria Telecom. Porting means that you can move your fixed line number to a new provider. This is done through an application process that we manage on your behalf.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I RECEIVE CALLS FROM ANY COUNTRY?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, please note that you will have to have a geographic number 021, 011,031,012….. not an 087 number.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I PORT A BLOCK OF NUMBERS?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, you can if these blocks are BRI or PRI numbers.
– BRI and PRI number/ numbers (normally 1 Main Number with DDI’s) – Any number that is not ported will be recycled by Telkom and no longer be available to the customer. e.g. a customer cannot port 25 of its 30 BRI numbers now and request to port the remaining 5 numbers 2 weeks later. On completion of the porting request, the customer forgoes these numbers and has no right to them anymore.
– Any PRI numbers not ported will be lost as per the above UNLESS the customer specifically requests that a minimum of 100 numbers remain active with Telkom to keep the PRI active as well.

[/vc_column_text] [/vc_accordion_tab] [/vc_accordion] [vc_accordion widget_title=”PBX Features” width=”1/2″ el_position=”first”] [vc_accordion_tab title=”CAN I DO CALL RECORDING?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom offers call recording and storage in the cloud at 3 locations under 256bit bank encryption and is stored, searchable and indexed. If need be you can store it locally and delete it from the Telephone Management System(TMS), however this not recommended as  this will not be easily searchable or indexed.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I CALL ANY COUNTRY?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”HOW EASY IS IT TO GET REPORTS?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Getting reports is as easy as 123. You will receive full training from Euphoria Telecom on how to retrieve reports.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WILL THIS INTEGRATE SEAMLESSLY WITH ANYTHING I USE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Our system has an API that allows you to self-build CRM integration.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I HAVE MUSIC ON HOLD?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, Euphoria Telecom supplies default music on hold. You are more than welcome to supply us with your own music but please make sure you have the proper licencing rights.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”DO YOU SERVICE OTHER COUNTRIES?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

We have clients in other countries but you are restricted to having a South African number so it would look like you are phoning within South Africa. You would also need Vibe.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE MY SOFT-PHONE WHEN I AM OUTSIDE SOUTH AFRICA?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

You would need to have Vibe running to use your soft-phone out of the country.

[/vc_column_text] [/vc_accordion_tab] [/vc_accordion] [vc_accordion widget_title=”Connectivity” width=”1/2″ el_position=”last”] [vc_accordion_tab title=”WHAT FAIL-OVER OPTIONS DO YOU HAVE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

If you use Vibe then we can fail over to your data line or a secondary line that is ordered for voice only.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”DOES YOUR SYSTEM EVER HAVE ANY DOWN TIME?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom has an excellent track record and has thus far not ever had serious downtime.  We do from time to time upgrade our hardware and software but we do this out of office ours.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE MY CURRENT ADSL LINE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Euphoria Telecom does not recommend ADSL as a connectivity option for VOIP customers as it is contended. If you are a small office between 5 and 10 people ADSL could work if it is a dedicated ADSL line for the voice only.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE 3G?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

3G on its own for a VOIP connection does not work. We sometimes combine 3G with ADSL in areas where other connectivity options are scarce.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE MY FIBRE LINK?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Fibre can work well for voice. It does depend very much on the type of fibre link; the speed, how many users have access to one link and it there is Quality of Service on the line.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”MY VOICE QUALITY WITH MY PREVIOUS VOIP PROVIDER WAS TERRIBLE. HOW DO I KNOW IT WON’T BE THE SAME WITH EUPHORIA?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Connectivity is key when it comes to VOIP. Your internet connection for your VOIP will be the biggest feature when it comes to voice quality. There are many reasons why your voice quality would have been bad. We have tried and tested many different connectivity solutions and our sales team will be able to guide you in the right direction.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN I USE VOICE AND DATA OVER LTE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

Yes, you can. LTE is a very stable connection that works well for Voice and Data. The LTE routers that we supply however are only for voice. You can buy your own LTE router that will allow you to run both voice and data on the same link.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT IS LTE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

LTE, an acronym for Long Term Evolution, commonly marketed as 4G LTE, is a standard for wireless communication of high-speed data for mobile phones and data terminals. It is based on the GSM/EDGE and UMTS/HSPA network technologies, increasing the capacity and speed using a different radio interface together with core network improvements.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”WHY DO I NEED A VIBE ROUTER?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

This is a text block. Click the edit button to change this text..

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”I HAVE AN ISDN LINE, WILL THIS WORK FOR VOIP?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

ISDN lines do not work for VOIP. This is a technology that was developed by Telkom before VOIP that enabled offices to have multiple lines.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”I HAVE A VERY FAST ADSL LINE. CAN WE RUN VOICE AND DATA CONCURRENTLY ON THIS LINE?”] [vc_column_text pb_margin_bottom=”no” pb_border_bottom=”no” width=”1/1″ el_position=”first last”]

We do not recommend that you run your voice and data simultaneously on the same ADSL line. Your voice quality will be bad and this can affect your business in a negative way.

[/vc_column_text] [/vc_accordion_tab] [vc_accordion_tab title=”CAN WE SHARE VOICE AND DATA ON A NEOTEL LINE?”] [/vc_accordion_tab] [vc_accordion_tab title=”HOW MANY CONCURRENT CALLS CAN I MAKE? WHAT SIZE LINE DO I NEED?”] [/vc_accordion_tab] [vc_accordion_tab title=”I HAVE HEARD THAT VOIP CALL’S ECHO, DOES THIS HAPPEN WITH YOUR SYSTEM TOO?”] [/vc_accordion_tab] [vc_accordion_tab title=”iF MY INTERNET IS NOT WORKING WILL I STILL BE ABLE TO MAKE PHONE CALLS?”] [/vc_accordion_tab] [vc_accordion_tab title=”DO VOIP CALL’S USE DATA?”] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT IS AN IPC?”] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT IS THE DIFFERENCE BETWEEN LTE AND 3G?”] [/vc_accordion_tab] [vc_accordion_tab title=”WHAT IS DIGINET?”] [/vc_accordion_tab] [/vc_accordion]