Support

VoIP Pre Setup Checklist

In order to get you set-up with CRM VoIP please provide the following information:

Broadband test to see if your current broadband is sufficient to support VoIP:

To ensure that your broadband has sufficient speed and bandwidth to provide good quality VoIP we need you to do a very quick test as follows:

http://www.speedtest.net/

1. Click on ‘Begin Test’ as shown below:

2. Let the test run it should take around 30 seconds to complete. 

3. When the test has finished please email the results to our support desk.

4. Once we have checked the results we will come straight back to you to advise you further.

Good Results would be: 

VoIP Setup: Please provide the following information: 

1. Who is your existing broadband provider?

2.  What type of router do you use? Please provide make and model - this is very important as some makes and models are not compatible to run VoIP.   

Routers that are recommended for VoIP are listed below:

• Technicolor TG582n PRO or the TG589n
• Cisco RV042(G) / RV082 / RV016 / RV110W / RV180W / RV320
• Cisco Integrated Services Routers (1900/2900/3900 series)
• Draytek 2830 / 2820 series
• ZyXEL range
• Netgear DG834(g)/ DGN2000 / DGN3500  /WNR2000
• Linksys by Cisco ADSL and cable routers

Please click here to find out further router compatibility information.

If you do not yet have a router please click here to see some key points to consider before purchasing a router for VoIP. 

3. What type of IP address does your router use?  Fixed (statistic) or Dynamic?  

Please note: that phone equipment is usually configured to run on a Dynamic IP address so if you use a static IP address you must advise of us this before your phone equipment is set up.

4. Do you wish to have a new VoIP number or do you want to port an existing number over to VoIP?

5. How many VoIP lines do you require?

6. Do you want to have one main VoIP number (line) with extension lines running from this main number? Or would you like separate VoIP lines each with their unique VoIP number?

7. If you choose the latter option, would these extension lines be Physical extension lines where you can do the following:

• Transfer calls to another extension number internally 
• Divert the extension line to another number either internally or externally
• Call statistics will be captured for each extension line so you can track incoming and outgoing calls, call duration and listen back to call recordings for each of the extension lines
• Calls can be received directly to each of the extensions as they will have direct dial numbers

Or would they be Virtual extension lines, which mean:

• With a virtual extension line you cannot do any of the above functions.
• The main number will be routed to a virtual extension line which may ring in the following sequences:

Hunt group - the extension lines will ring following a sequence, perhaps extension line 1 rings for 3 rings and then extension line 2 then rings for 3 rings before ringing on the next extension line.

Queue - a call will be transferred from the main number to the next available extension line - if after 3 rings it is not answered it will jump to the next available extension line.

8. What is your estimated call volume?

9. Will your VoIP lines be located in a single location or multi location?

10. Do you need VoIP lines for home workers?

11. Will you need any VoIP phone equipment including headsets?

12. Do you want a ring group (whereby all phones will ring together) or a hunt group setup (phones will ring following a sequence to next available phone)?

Please note: We charge a one off call bond which is dependent on call volume on usage.   

For international pricing please contact our Support Helpdesk.  

If wishing to port an existing phone number over to CRM VoIP please provide us with the following:

1. Provide us with the phone number(s) that you want to port into your CRM account so we can check to see if they can be ported in or not.

2. Get in touch with your current telecom provider to check that you are NOT tied into a contract with them as they may refuse to Port out the number or charge you a penalty fee for breaking the contract agreement.  

Please be sure to check this as we cannot be held liable here.

3. Once you have confirmation that the number can be ported out and into your CRM account ensure that you give your current telecom provider permission to do so and inform them that we will be forwarding paperwork to them on your behalf to begin the porting process.

4. We will submit the paper work so will need YOU to check or provide the following information:

• Provide details of the existing telecom provider you are using that provides you with this number.
  
  
• What is the registered address by the Telecom provider for the line(s) you wants port? (This is NOT usually the address on the phone bill but a different registered address allocated for the line by the telecom provider).  
  • If we enter the incorrect address on the submission form it can be rejected and then we have to re-submit the documentation if we do then YOU will be charged another £30 + VAT porting fee as we have to start the whole process off again and the telecom providers are not lenient here.  It is essential that the registered address for the ported line set by the telecom provider is given to us correctly.
    
    
• Provide your proof of ownership of the phone line(s) by sending us with a copy of your phone bill within the last 3 months with details and calls relating to this number(s) you want to port in.
• Please let us know if the line you wish to port over to us terminates at a PBX or onto a socket?

Please contact our Support Helpdesk with the above information and we will check to see if the number is portable if it is we can proceed to set up the porting process.

How much does it cost to port in a number and how long does it take?

For UK numbers we charge a one-off fee of £30 + VAT to port in the number.  For international numbers please contact our support desk for pricing.

Please note it can take up to 2-3 weeks to port out a number.  When you are given the day the number will port over this can happen any time between 10.00am and 5.00pm on that day.

Can I port out my number if I decide to cancel at a later date?

Yes you can port the number back out if you wish. Please contact our support desk for further details on how to do this.

Do you have broadband connected to the line you wish to port?

Please note: You CANNOT port a line that has broadband connected to it as you will LOSE broadband – we can still port the number but you will need to get a new line with broadband so that you can run the CRM and VoIP telephony service as it runs over the internet so requires a broadband connection.  

This you have to organise yourself separately during the time of porting. Otherwise once the number goes over to VoIP you lose your broadband line completely!  

Failure to do this mean disruption of service until you have broadband available to run the CRM service.