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Frequently Asked Questions |
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What is VoIP??
VoIP is a general term for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. It stands for Voice over Internet Protocol.
In simple terms, it’s making telephone calls using your broadband connection rather than the regular telephone or mobile networks.
Other terms frequently encountered and synonymous with VoIP are IP telephony, Internet telephony, voice over broadband (VoBB), broadband telephony, and broadband phone.
VoIP systems usually interface with the traditional telephone network to allow you to make calls to all destinations regardless of network.
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When I’m talking on a VoIP service, can I still use my computer?
Yes. You can talk on the phone and surf the Internet at the same time.
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What equipment do I need?
You can use the service through your computer using a standard VoIP headset or handset, or by using a VoIP Ethernet phone plugged directly in to your router or network.
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What is a soft-phone?
The term soft-phone refers to software on your computer that can be programmed with your VoIP account and acts just like a telephone. It allows you to connect to your VoIP service via your computer and means that you do not need a separate telephone to make calls. Your computer will need a microphone and speakers or a headset to use this service. We recommend Zoiper www.zoiper.com
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Do I have to have broadband to use it?
The simple answer is yes. The service works over a broadband connection. It is important that you have a high quality broadband service to get the best out of VoIP. A dial up account does not have the necessary bandwidth to operate VoIP
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Does Switchconnect sell broadband services?
We certainly do. Visit http://switchconnect.adslsignup.engmp.co.uk/
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What do I need to use a VoIP service?
First and foremost you will need a broadband connection. To make and receive calls you need a computer with a headset (or microphone and speakers) or an Ethernet phone.
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What VOIP Protocols do you support?
We recommend you use IAX as default. Softphones such as Zoiper www.zoiper.com allow the IAX protocal as standard.
You can also connect if you prefer by SIP, but connecting as SIP can cause issues with NAT routers. So for ease of use, we recommend you connect to us with the IAX protocol.
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What sort of number can I choose?
Your Switchconnect service is not specific to a physical phone line or location, you can pick one of many area codes and non-geographic numbers.
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Can I use my existing numbers?
This is called “porting”. If you have a BT number you should be able to port your number to our system.
You will need to be issued a temporary new number with us to set up the service. As soon as your original number is on our service we can transfer it to your account. Number porting takes 7 - 14 working days for a simple BT line and costs £20+VAT. It is important to remember that when you port a number away from BT, they will cease that line, and all its associated services such as broadband. You will need to request a new number from BT to continue with your broadband account. This is not a straightforward procedure but there is pressure from within the industry to improve this process.
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Does my computer need to be switched on?
Only if you are using a “Soft-Phone” on your PC or Laptop. An Ethernet phone will work independently by plugging directly in to your router or network.
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Do the people I call need their computer switched on?
Only if they are using a soft-phone. You can use our service to call any landline or mobile. It's not PC-to-PC. It's just the same as a traditional phone service, only cheaper.
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Will I need to change my broadband provider?
No. This service works over any broadband connection, whether cable or ADSL.
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Do the people I call need to have broadband?
No. You can use your service to call any landline or mobile. It doesn't matter if they haven't got broadband. It's just the same as a traditional phone service, only cheaper.
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What if my broadband service is down?
If you lose your broadband service, you won't be able to make or receive calls using your Switchconnect number. If this happens, contact your broadband service provider immediately.
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Do I need a headset to talk?
If you are using your laptop or PC, you will need either a microphone and speaker combination a suitable headset or handset.
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What are Switch-to-Switch calls?
You can call any other Switchconnect user anywhere in the world for free.
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Can I take my Switchconnect line with me wherever I go?
Yes! As long as there's broadband, you can use your Switchconnect line. If your laptop has a broadband connection you can use the soft-phone and headset anywhere in the world. If you have an IP telephone that is configured with your account you can just plug your phone in to any router.
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If I move premises, can I keep the same number?
Yes - once you have a number with us, it can be used anywhere that there is an internet connection.
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Can I call people who use other VoIP services?
Yes. You can dial any other telephone number, whether it's VoIP (Voice over Internet Protocol), an internet phone or a traditional phone service.
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What about calls to mobiles or premium numbers like 0845 / 0870?
If you have a package that includes mobiles then mobile calls are allowed. Calls to 0845 and 0800/0808 numbers are included in the unlimited packages.
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What about international calls.
Calls to international destinations are not included.
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What's the call quality like?
There is no difference in call quality.
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Is there a support Line?
You can speak to our Customer Support Team Monday to Friday 9.00am to 5.30pm on 0845 652 22 22 (option 5). Outside of normal business hours you can call 0845 652 55 00 (Option 4)
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What are the advantages of using a VoIP Service?
With VoIP you can:
- Avoid purchasing an expensive phone system and save on line rental costs
- Make and receive calls from any location. Ideal for home-based workers
- Make free calls between your regional offices.
- Have multiple numbers for different types of marketing such as freephone, local numbers, 0845 etc…
- Enjoy the flexibility and benefits of our Virtual Office package
- Monitor your incoming call statistics to better measure your marketing responses.
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What about call quality and reliability?
We find that as long as customers have sufficient bandwidth to operate the service correctly, they experience excellent call quality.
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How to I configure the routing for my incoming calls?
Our numbers are supplied with our Virtual Office application. The Virtual Office allows you to route to your VoIP number and to two other telephone lines including mobile. The Virtual Office also has Time of Day Routing, Voicemail and Fax to Email.
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Does it cost more to call a VoIP phone service?
Calls are charged to the caller at the standard network rate for the type of number you choose, i.e. Freephone, 0845 or Geographic numbers
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Can I dial 999 or 100 on my VOIP Connection?
Currently 999 or Operator services cannot be called using the VOIP service.
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Can I dial 1471 or 1571?
You cannot dial 1471 for the last number called or 1571 for voicemail. For voicemail you control this online by going to www.switchins.co.uk. Voicemail can be listened to online or sent to your email address
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Can I change my destination number?
Yes you can. In Virtual Office you can get your number to try up to 3 different destinations. To set your destination to ring your VOIP phone you set the target to equal your number, otherwise you can set this to any valid UK geographic number. Mobile numbers are available at an extra charge.
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It all sounds great. Where do I sign?
Just click here to place an Order
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