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VoIP Enrich - everything you need to know
What is VoIP Enrich?
VoIP Enrich is a hosted Voice over IP service designed for multiple users and small to medium sized businesses. Each VoIP Enrich account can accommodate multiple UK geographical or non geographical numbers and allow multiple users to share the same account features.
To order please contact our sales team on 01296 320 005.
What does it include?
- Auto Attendant – This is an automated answering system which routes calls to the appropriate extension or group based on caller responses to the voice prompts defined by your customers. Auto Attendant replaces the human operator and therefore is considered to be a key telephone system feature that helps businesses to reduce costs and increase efficiency.
- Hunt Group – You can pre-define a group of users/extensions and enable incoming calls to be routed within this group until they are answered. This is a very simple way of ensuring that the incoming call is retained. There are two routing strategies that you can select. These are: ‘Ring All’ (to ring all users in the group at the same time) or ‘Round Robin’ (to ring users consecutively). Callers hear a ringing tone when the call is being routed to the hunt group.
- Call Queue – Entanet’s Call Queue serves the same functionality as a Hunt Group but boasts more advanced features. Firstly, it has more routing strategy options. In addition to Ring All and Round Robin, you can choose ‘Least Recent’ (to always ring the user who received an incoming call least recently), ‘Fewest Call’ (to always ring the user who receives the fewest incoming calls) and ‘Random’ (to ring randomly between users). Secondly, the Call Queue also offers a ‘Music on Hold’ option in addition to the traditional ringing tone to present a more professional image to callers.
The VoIP Enrich service includes one of each of the above features as standard. You can have additional Hunt Groups and Call Queues for an additional monthly charge.
- Web-based VoIP Enrich User Portal – This is an online portal where you can manage your VoIP Enrich account. This is a very easy way to manage a VoIP account wherever you are. All the call features can be edited on the User Portal and any changes made on the portal are updated immediately.
- UK geographical (01/02 number)/non geographical (0845) Number – Each VoIP Enrich Account includes one UK geographical or non geographical number and you can upgrade the account by adding additional DDI numbers to accommodate more users.
- Extension number – Each DDI number is allocated with an internal extension number. This allows you to make internal calls by just dialling the extension number.
- Voicemail – One voicemail per DDI/extension number. You can retrieve voicemail from a phone and by email (voicemail will be delivered to a designated email address as a WAV file).
- Follow Me – Extension users can forward incoming calls to up to 5 different telephone numbers (which can be either internal or external numbers) via the User Portal. Follow Me numbers can be setup to ring consecutively, or to ring all 5 numbers at the same time.
- Extension-level outgoing call permission – The Administrator can setup outgoing call permissions at extension level. The Administrator can bar all outgoing calls from an extension user, or bar certain types of outgoing calls (such as premium rate calls or mobile calls) only.
- Real-time call data – All call information is available on the User Portal in real-time for information and monitoring purposes.
How many simultaneous calls can be made on a single VoIP Enrich account?
The VoIP Enrich service allows multiple simultaneous calls. Entanet allocates two simultaneous calls per DDI/user/extension in the account. For example, the standard VoIP Enrich account which includes one DDI/user/extension allows two simultaneous call capacity. If you upgrade the system to accommodate 4 additional users (a total of 5 users), the system is able to handle 10 simultaneous calls. The simultaneous calls can be used in any incoming or outgoing combination. For example a customer can have 5 simultaneous incoming calls and 5 outgoing calls, or have 10 outgoing calls at one time. If an incoming call occurs when the system reaches its maximum simultaneous call capacity, the system will return with an engaged tone. Please note the extension level dialling does not take up the simultaneous call capacity.
How is VoIP Enrich billed?
Your monthly service rental is charged in advance and all chargeable calls are billed in arrears in a single bill. Entanet conducts a credit check to determine if they qualify for the post-pay account.
What is an “on-net” call?
Calls from a VoIP Express account to any other VoIP users on Entanet’s VoIP network are classified as ‘on-net’ calls. All on-net calls are free of charge and we do not limit the number of on-net calls that can be made per account.
What is an “off-net” call?
Calls to any numbers outside Entanet’s VoIP network are classified as ‘off-net’ calls. For example, calls to to mobile numbers or calls to any other non Entanet VoIP numbers.
Off-net calls are chargeable. The charge to each different destination can be found on the User Portal under ‘Tariff List’. Off-net calls are charged on a per second basis and are rounded up to the nearest penny.
What level of support and service is available?
You have access to 24/7 UK-based technical support team. Calls to the support team from a VoIP Express account are completely free of charge.
Is there any minimum contract for VoIP Express?
There are no minimum contract terms on the VoIP Express service. However, a 30 day cancellation notice applies. All unused call credit in the account is NOT refundable.
Which CPE (Customer Premises Equipment) should be used?
The VoIP Express service is a SIP-based service. Therefore, it can be configured to any SIP devices including IP phones and ATAs (analogue terminal adaptors). There are three options for using the service:
1. Analogue Terminal Adaptor (ATA)
This is a device that can be purchased to enable VoIP calling from any existing standard (non-IP) telephone handset. An ATA is an adaptor that connects telephone handsets to the broadband router. With correct configuration, all outgoing and incoming calls made from the existing standard telephone handsets are routed over the VoIP Express account.
2. IP Telephone Handset
This is a device that replaces your existing standard (non-IP) telephone handset. The IP phone directly connects to the broadband router and can be configured to make/receive calls through the VoIP Express account. The IP phone offers a more user-friendly way to access certain call features such as voicemail, as it normally has function keys on the telephone keypad.
3. Software Phones
For those who do not wish to invest in an IP device, a PC-based software phone can be downloaded free of charge from different web sources. However, this is not a recommended method as there are many factors that could affect the call quality which are outside of our control. For example, the PC sound card quality, the PC microphone sound quality….etc.
The SIP configuration details that are required to configure a SIP device are available on the User Portal. This information is sufficient for an IT department to configure the device.
Entanet works closely with IP device manufacturers in testing its service with various IP devices on the market. This helps it to make sure the service is compatible and easy to configure with most of the popular IP devices. Based on the results of testing, these devices can be purchased from our online store.
Entanet’s technical support specialists are fully trained to support any configuration problems that occur with any of our devices. This means you can call the Technical Support Team for assistance on configuration if the device was purchased from us.
999 Emergency Service
Entanet intends to support 999 Emergency Service access from its service. When the access is granted, the call is made at no charge. However, please note 999 emergency access is not yet guaranteed on Entanet’s service. This means that there is a possibility that the 999 service cannot be accessed from Entanet’s service.
Please note VoIP service is dependent on power and Internet availability and therefore you will not able to make/receive calls under the circumstances below:
1. When there is no power – Unlike traditional telephony service which does not rely on power to supply the service, a VoIP service is dependent on the devices (such as PC, ATAs or IP phones) that require power supply. A VoIP service would stop working (and therefore emergency service cannot be accessed) if the power fails.
2. When there is no Internet access – A VoIP service fails when the Internet service fails.
It is strongly recommended that you have an alternative method of making emergency calls (such as PSTN or mobile) and have such alternative calling methods available on the premises where VoIP is installed. 112 Emergency service is not accessible from Entanet’s VoIP service.
What is the size of each call?
VoIP calls takes up around 40k – 60k bandwidth each way. It is recommended that you have no more than 5 VoIP users on a single broadband connection. For small businesses who will make a lot of calls and use the internet we recommend having a dedicated broadband connection for VoIP only that is not shared for data usage.
BT Number Porting
If you have BT telephone numbers that they wish to retain, we can support the number porting from BT to our VoIP service. This process may take around 3 weeks and there is no guaranteed lead-time. If you wish to port a BT number, please discuss with us.
Help contact details
For sales enquiries, please call the Sales team on 01296 320 005.