Frequently Asked Questions

We have put together a list of the most commonly asked questions when discussing our products. If there’s anything we missed, please feel free to contact us.

faq telecloud voip computer idea
Are the phones free?

If you qualify for our Equipment Upgrade Program we will match your current bill, providing you new IP Phones AND Service at no additional charge. So, that’s a new phone system with upgraded features and unlimited service for the same price you are paying today.

Why do I need to sign a Lease/Contract?

Due to the substantial cost involved in replacing a phone system, many businesses delay upgrading their infrastructure. However, the lease program allows you to use the latest technology without having to pay those up-front costs. Even better, with our Equipment Upgrade Program, you will pay 0% interest and we will match your current monthly bill. It’s that easy!

Do I get to keep the phones after the term ends?

Yes! If you qualify for our Equipment Upgrade Program you will have the option to purchase the phones for a discounted rate. At that point your service would renew on a month-to-month basis. Should you choose to renew the term of your agreement, we will upgrade your telephony infrastructure with our newest model at no additional charge. Your team will enjoy the most-up-to-date technology!

If I am signing a contract, how do I know if I will like the service?

We are confident that you will love it! That is why we include a 99.999% SLA guaranteeing service. If that still isn’t enough, qualifying customers can receive a 7-day free trial. We are so confident that you’ll be happy with the system that if, for any reason, you decide during the trial period that you no longer want the service, you can return the phones and you will not be obligated to the length of the contract.

Will I lose my numbers?

We understand that your phone numbers are the lifeline to your business. Therefore, we will work with you to transfer your numbers to the TeleCloud platform. This process is called number “porting”.

Will my monthly cost increase later?

At TeleCloud we believe in keeping things simple. That means keeping your monthly price fixed during the entire life of your service agreement. Product upgrades and services as well as on-site technical support are available at an additional cost.

Will I be charged for on-site service calls?

We stand by our product as long as you continue using the service. If we send a technician to your location to repair a product that we have installed there is absolutely no cost to you. However, if it is determined that the reason for the service call is related to something beyond our system such as local network problems, on-site electrical damage, user error or a similarly related issue, there may be a charge associated with the repair. As always, our unlimited remote support can assist you in determining whether a problem is related to your local network or our supported phone system.

How long does the process take once we begin?

After you have completed the appropriate paperwork, the process generally takes between 30-45 days before installation is complete. Porting can take up to 2-3 weeks after installation. These times may vary depending on your individual circumstances.

What steps should I expect during the process?
Step 1: Your order will be accepted and processed by your sales representative (Week 1)
Step 2: Our scheduling and design team will setup a design call to discuss the way you would like the system customized to your liking (Week 2)
Step 3: Our build technicians will program your phone system according to the specifications outlined by the design team during the design call (Week 3)
Step 4: Equipment will be shipped to your location to await the installation date (Week 4)
Step 5: On the date of the installation the phones will be activated and your numbers will be forwarded to the new phone system (Week 5)
Step 6: We will port your numbers away from your old carrier to the TeleCloud platform. (Week 6)
Installation Complete!
Who completes the installation?

Many of our customers find that they are able to complete a self-installation since the phones are plug-and-play and there is little to no configuration needed once the phones are on site. For any remaining changes once the phones are plugged in, our remote support team can assist in any way needed. If your business does require an on-site technician, we will dispatch a technician to your location to assist.

Will my business experience downtime during the transition?

There will be very limited downtime related to your transition. Most businesses do not even notice the shift. On the day of activation we provide a temporary phone number so that you can immediately forward all of your business calls to your new system. This ensures that you can readily use your new phones on the day of install even before your number has been ported from your old provider.

Will I need to upgrade my current network for the phones to work?
While most customers do not need to upgrade their network in order for the phones to function correctly, we do recommend that some basic network guidelines and firewall rules are put in place. These general guidelines are appropriate for a business of any size any should generally be followed whether or not you have a VoIP system. Some of those recommendations include:
1) Using Your Own Router (Not your ISP’s router): Some small business rely on the router of their Internet Service Provider (ISP) instead of purchasing their own. These businesses may not realize that by doing so they may be leaving their network open to unnecessary security risks and have less control over the protection and functions of their network. Often, customers who switch from an ISP router to their own purchased router report improved quality of service both for their phone system and their internal network. We recommend installing a router of your own, although it is not mandatory. If your current router has limitations which do not allow proper use of the phones there is also equipment that we can provide to help overcome local network issues and this can be shipped to you for a minimal one-time charge.
2) Disabling SIP ALG: SIP ALG is a setting in many routers that blocks VoIP traffic from working correctly. Disabling this setting is a simple button within the router that can drastically improve the performance of your phone system. Virtually all VoIP systems require this function to be disabled. Your IT support can do this for you, or if you do not have an IT person, our remote technicians may be able to assist if you have the login username and password to your router available.
3) Do Not Block Outbound Ports: Although most networks do no block outbound ports, it is important to note that if your network requires that outbound ports be specifically blocked or port isolation is being implemented, notify us so that we can work with your IT team to ensure that the appropriate ports are opened to allow voice traffic
faq telecloud voip searching for answers
faq telecloud voip searching for answers
Will I be charged for on-site service calls?

We stand by our product as long as you continue using the service. If we send a technician to your location to repair a product that we have installed there is absolutely no cost to you. However, if it is determined that the reason for the service call is related to something beyond our system such as local network problems, on-site electrical damage, user error or a similarly related issue, there may be a charge associated with the repair. As always, our unlimited remote support can assist you in determining whether a problem is related to your local network or our supported phone system.

How long does the process take once we begin?

After you have completed the appropriate paperwork, the process generally takes between 30-45 days before installation is complete. Porting can take up to 2-3 weeks after installation. These times may vary depending on your individual circumstances.

What steps should I expect during the process?
Step 1: Your order will be accepted and processed by your sales representative (Week 1)
Step 2: Our scheduling and design team will setup a design call to discuss the way you would like the system customized to your liking (Week 2)
Step 3: Our build technicians will program your phone system according to the specifications outlined by the design team during the design call (Week 3)
Step 4: Equipment will be shipped to your location to await the installation date (Week 4)
Step 5: On the date of the installation the phones will be activated and your numbers will be forwarded to the new phone system (Week 5)
Step 6: We will port your numbers away from your old carrier to the TeleCloud platform. (Week 6)
Installation Complete!
Who completes the installation?

Many of our customers find that they are able to complete a self-installation since the phones are plug-and-play and there is little to no configuration needed once the phones are on site. For any remaining changes once the phones are plugged in, our remote support team can assist in any way needed. If your business does require an on-site technician, we will dispatch a technician to your location to assist.

Will my business experience downtime during the transition?

There will be very limited downtime related to your transition. Most businesses do not even notice the shift. On the day of activation we provide a temporary phone number so that you can immediately forward all of your business calls to your new system. This ensures that you can readily use your new phones on the day of install even before your number has been ported from your old provider.

Will I need to upgrade my current network for the phones to work?
While most customers do not need to upgrade their network in order for the phones to function correctly, we do recommend that some basic network guidelines and firewall rules are put in place. These general guidelines are appropriate for a business of any size any should generally be followed whether or not you have a VoIP system. Some of those recommendations include:
1) Using Your Own Router (Not your ISP’s router): Some small business rely on the router of their Internet Service Provider (ISP) instead of purchasing their own. These businesses may not realize that by doing so they may be leaving their network open to unnecessary security risks and have less control over the protection and functions of their network. Often, customers who switch from an ISP router to their own purchased router report improved quality of service both for their phone system and their internal network. We recommend installing a router of your own, although it is not mandatory. If your current router has limitations which do not allow proper use of the phones there is also equipment that we can provide to help overcome local network issues and this can be shipped to you for a minimal one-time charge.
2) Disabling SIP ALG: SIP ALG is a setting in many routers that blocks VoIP traffic from working correctly. Disabling this setting is a simple button within the router that can drastically improve the performance of your phone system. Virtually all VoIP systems require this function to be disabled. Your IT support can do this for you, or if you do not have an IT person, our remote technicians may be able to assist if you have the login username and password to your router available.
3) Do Not Block Outbound Ports: Although most networks do no block outbound ports, it is important to note that if your network requires that outbound ports be specifically blocked or port isolation is being implemented, notify us so that we can work with your IT team to ensure that the appropriate ports are opened to allow voice traffic
faq telecloud voip helping others
How will I learn to use all the features?

We have a dedicated training team to help you become familiar with all of the features of your new system. There will be live training modules as well as videos that will help you to learn how to use features such as the Admin Management Console, Mobile App, Basic Features of the Phone, Video Conferencing, and more. You are welcome to take the training modules as often as you’d like free of charge, and if you forget, our support is always here to help you.

If the internet goes down or the power goes out, do my phones go down?

Your TeleCloud office Desk IP Phones are tied to your internet connection and require electrical power to function. So, if your local internet has connectivity issues or if the power goes out, it will affect the use of your office Desk IP Phones as well. However, it will not affect the use of the mobile app. Since our service is hosted in the cloud, your mobile phone can instantly replicate your extension, allowing you to use your mobile carrier’s data connection to make and receive calls as well as transfer calls to other extensions and put calls on hold as though you were at your desk phone. With our hosted service, you will truly never miss a call again!

Does TeleCloud warranty the equipment?

Yes! All of the equipment that we install at your location will be fully under warranty for the entire term of service. This covers any manufacturer defect or malfunctioning phone. This warranty does NOT cover abuse to the phone equipment or damage caused by the user, such as a glass of water being poured on the equipment. (But we know you wouldn’t do that)

What happens if my business moves to new location?

Not a problem. Your IP Phones can work practically anywhere in the world. All they need is an internet connection and proper network connectivity. Simply plug the phones into the network at your new location and it will work just the way it did at your old location.

Is your service encrypted/secure/HIPAA compliant?

We take your security and that of your patients seriously. We are one of the only VoIP platforms that offers end to end encryption back to our hosted server. Our fax service is also encrypted over HTTPS providing you and your patients peace of mind.

Will your fax service work with our EMR/EHR system?

While our fax service can be configured to work with most EMR/EHR systems, this is entirely dependent on the way your EMR/EHR infrastructure is setup. When going through the sales process our sales engineers can help you to understand whether or not our fax solution is the best solution for you.

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