Frequently Asked Questions

Unified Communication System

Unified communications (UC) refers to a current and growing trend in business to simplify and integrate all forms of communications, from telephone, email and fax to instant messaging and even file sharing and customer relation management. Implementation of Unified Communications solutions ranges from software, cloud computing to hardware devices.

Douglas Telecom has implemented the next generation of Unified Communications. In practice this means that every aspect of your business operation can be unified and run on a single, seamlessly-integrated system. One machine (or one series of machines) can process your telephone calls, voice mails, voice memos, conference calling, email, inventory, accounting, human resources, work-flow, task management, scheduling, order processing, shipping, document processing, file storage, etc. etc. etc. And all this delivered in a hosted, Cloud-Computing-Solution with little or no infrastructure to maintain and little or no equipment to purchase.

Redundancy

In engineering, redundancy is the duplication of critical components of a system with the intention of increasing reliability of the system, usually in the case of a backup or fail-safe.” (from wikipedia). With Douglas Telecom we have an advance, fly-by-wire system of redundancy designed to reduce even the most catastrophic server crash to only a few seconds of down time. You can read more about Douglas Telecom's revolutionary Active Redundancy Features here

Cloud Computing

Cloud Computing is a new term to describe centralized software services. For example, instead of installing an email client on your computer and downloading emails onto your hard drive, today many people choose instead to log onto web-based email interfaces to review and manage their emails (such as Hotmail, Yahoo Mail). “Cloud Computing” carries this principle further to manage other types of documents and run other kinds of applications online.

The advantage is that your work is stored securely, off site affording you to jump from computer to computer and continue your work. Your work and sensitive files follow you, not your computer. For a business this saves on internal IT costs as the need for a complex, internal network is minimized. Instead any computer with access to the internet can use the communal “network” that is entirely hosted and access all their files and work remotely.

FlexyTrack is a platform for this kind of Cloud Computing. Although competitors such as Microsoft and Google have been working on a similar platform and promise to release the first look in the coming months, Douglas Telecom first deployed FlexyTrack to its clients almost two years ago.

If your company needs custom web-based applications designed specifically to meet your needs, whatever they may be, FlexyTrack is the platform that performs!

PBX

PBX stands for "Private Branch eXchange." A PBX is a telephone exchange (or system) that serves a particular business or office, as opposed to the public telephone exchange that a telephone company operates.

In simpler terms, a PBX is the system or equipment that you use to receive, route and processing incoming calls your office. PBX's come in many different flavors. To learn more, click here.

Hosted (VoIP) PBX

A traditional PBX system consists of call processing and routing equipment installed on-site.

With some services providers, a hosted PBX involves leasing call processing equipment that is maintained at the service provider's location

Douglas Telecom's truly hosted PBX does not require you to to purchase or install hardware or software. Secure servers, maintained and serviced by Douglas Telecom, process your incoming and outgoing telephone traffic remotely and all you need on site are the telephones.

Domestic Toll Free (or "800 numbers"):

A toll free number allows people within the United States to call you for free. The owner of the toll free number pays for the usage. Telephone numbers beginning with the prefix 800, 888, 877, 866 are toll free numbers.

International Toll Free Numbers

International toll free numbers are the foreign equivalent of American toll free numbers. If you acquire, for example, a French toll free number, people in France would be able to dial that number and call you for free. International Toll Free numbers are only free for people in the specific country they are assigned to. A person in Germany would have to pay long distance to call a French toll free number (just as they would to call a U.S. toll free number).

Adaptive Capacity

Adaptive capacity is the ability of a system to adapt to changing circumstances. With our service, adaptive capacity is what allows you to pay for service, say, for only five telephone sets, but still be able to receive more than five simultaneous calls without your callers getting a busy signal. Read more about Adaptive Capacity here.

Carrier

A telephone carrier, telephone company or "telco" provides telecommunications services such as telephony and data communications. Some well known telephone carriers are Qwest, Verizon or Bell South. In the United States most of the largest telcos, whatever their origins, are or were at one time nationalized or state-regulated monopolies.

Packet loss:

Q. What is different between your toll free service and that of major carriers like AT&T?

A. The price! In addition to being more economical, Douglas Telecom can be customized with a number of useful features.

Q. Do I need special equipment to use your toll free service?

A. No, we can forward your incoming calls your current phone. When people call your toll free number, they will ring on whichever phone you specify.

Q. Can I keep my existing toll free number and have it transferred to you?

A. Yes. The process is very simple to have your existing toll free number transferred to us.

Q. If I leave DTI to go with another provider, can I take my number with me?

A. Yes. If you ever decided to discontinue Douglas Telecom's service, you can ask your new provider to transfer your number to them.

Q. I need a new toll free number urgently! When can I have it?

A. We can typically get your new toll free number up and running in two business days.

Q. I need a new toll free number in Luxembourg tomorrow, can you do that?

A. Unfortunately it can take 15 – 30 days when setting up new international toll free numbers.

Q. Can I have my toll free number play a voice mail recording and then hang up (or record messages).

A. Yes, this is no problem at all. If you receive voice mail messages, you will can receive a short email that notifies you, including a link to listen the voice mail message.

Q. Why is the quality and reliability of Douglas Telecom's toll free service so impeccable?

A. Unlike many other companies which increase their margins by using 2nd and 3rd tier networks to connect your toll free calls, Douglas Telecom utilizes only premium, 1st tier carriers to provide their crystal clear and reliable toll free service. The biggest difference you'll find between Douglas Telecom and the big traditional telephone companies will in your bill.

Q. What do I need to use your service?

A. A Broadband Internet connection, such as DSL, and a VoIP telephone set.

Q. Do I need a computer to make calls?

A. No.

Q. Do I get emergency 911 dialing with your service?

A. Yes, 911 service is included with all of our telephone services.

Q. What about reliability and redundancy?

A. We have implemented both service redundancy and structural redundancy into our hosted PBX infrastructure, to ensure the highest possible service and reliability to our customers. You can read more about our structural redundancy here. Aside from the structural redundancy, there is also a layer of service redundancy built into the hosted PBX, which keeps it up and answering calls, even if you have no power at your location or your Internet connection goes down. Even if these two eventualities occur, your callers will still be able to navigate your auto-attendant and leave voicemails. You can read more about this here, under "Service with Redundancy."

Q. What if my Internet connection goes down? Will callers get a busy signal?

A. No, even if your power goes out and Internet connection is down, your callers will not receive a busy signal. They will be able to navigate your auto-attendant, dial extensions and leave voicemail messages just as normal. You can read more about this here, under "Service with Redundancy."

Q. What kind of Internet connection do I need to use your service?

A. You can use a DSL, Cable Modem or other broadband internet connection. You may also use a data T-1 connection if DSL or Cable Internet is not available in your area.

Q. Can I use the Internet and the phone(s) at the same time?

A. Yes, you can. A typical DSL connection gives you 1500kbps download and 768kbps upload, while a voice call needs less than 100kbps to transmit. As you can clearly see, there is enough bandwidth for your telephone call, with plenty left over for browsing the Internet.

Q. Where do I connect the phones?

A. You connect the phones to one of the Ethernet ports on your router or a switch on your network.

Q. My router only has three Ethernet ports. Does that mean I can only connect three phones?

A. No, you can connect additional phones using an Ethernet switch (you can get a 16-port switch for $50-$100). You may daisy-chain multiple switches to connect as many phones as you like.

Q. What is “adaptive capacity”?

A. Adaptive Capacity is a feature of Douglas Telecom's hosted PBX telephone service. It means that you receive an almost unlimited capacity for incoming calls but you only pay for the capacity you use to actually speak on the phone. In essence, it means your customers will never hear the dreaded busy signal or “all circuits are busy” message that happens when a traditional on-site PBX is overloaded with phone calls. With DTI's “adaptive capacity” feature, even if you pay for only 1 telephone and one toll free or local number, you can have hundreds of people calling you simultaneously and all of them will be able to navigate your auto-attendant / voice mail system, never hearing those annoying error messages or busy signals!. Read more about Adaptive Capacity.

Q. In event of a power outage at Douglas Telecom's facilities, do you have a backup plan?

A. If the power goes out, our servers are equipped with internal batteries and the whole facility has a backup natural gas generator, which will keep our servers up and running, even if the lights are out.

Q. Your features sound really cool, but can I use it for my home telephone service, or is it only for business?

A. Yes, you may use our telephone service at your home and get the same features we provide to every one else. To get started, go to our cost calculater to submit your requirements. Once we receive your submission we will supply you with the contract to look over and confirm what PBX features you would like.

Q. My business has two locations, can I just use one PBX system for both of them?

A. Yes, that is the advantage of having a hosted PBX telephone system. Both of your locations can be unified into one PBX telephone system, making transferring calls between locations as easy as dialling an extension.

Q. Can I port my current telephone number(s) to your service?

A. Yes, you can port your current numbers to your account with us. There is a cost of $25.00 per number.

Q. What if I decide to move my numbers to someone else?

A. You can cancel your service any time with no cancellation fees, and your numbers are yours. You are free to port both local and toll free numbers to a different provider.

Q. Do I need to have one telephone number for each telephone set?

A. No. While you are welcome to get a distinct, individual telephone number for each of your telephone sets, you may have as many telephone sets as you like, but only one local or one toll free number. The number of lines that you have is completely independent of the number of telephone numbers.

Q. My old provider offered "trunk-hunting". Can you do that?

A. Yes, we offer trunk-hunting, rather, and advanced version that we call call ring groups.

Q. Is it possible to request a specific number to use with your service?

A. Yes, you can request a specific "vanity" number when you sign up for service. There is a $25.00 fee to acquire a vanity number, which only applies if the number is successfully acquired.

Q. Can I record a personal greeting for my voicemail and/or auto-attendant?

A. Yes, you can record customized audio to use as messages and greetings for your voicemail and auto-attendant. You may either record a simple voice greeting in your voicemail box, which we would be able to download and use on your account, or your can supply your own recording in the following format: PCM 8khz, 16bit, mono wav file.

Q. What is an auto-attendant?

A. An auto-attendant is a automated system to answer and direct calls. It allows callers to your number(s) to self-select the department or extension that they would like to reach. You can read more about it on the hosted PBX features page.

Q. How many extensions can I have?

A. You can have as many extensions as you need, even if you only have a small number of telephone sets. You may point numerical extensions to telephone sets, recorded messages, call ring groups and even outside numbers (though long distance usage charges would apply if the number is outside of your local service area).

Q. Can I have an extension to transfer calls to my cell phone?

A. Yes, you can, though long distance usage charges may apply if the cell number is outside of your local calling area.

Q. Can calls ring first at the front desk and, if not answered, start ringing in the rest of the office?

A. Yes, this is a feature of our call ring groups. You can have calls either ring simultaneously on a set of phones, or have the ring pattern staggered, so that a call rings first on, say, the receptionist's phone first and then start ringing on other phones after a set number of seconds, if not answered.

Q. Can calls ring first at my desk and then on my cell phone if I don't answer?

A. Yes.

Q. How many phone lines do I need?

A. The question really is, "how many telephones do I need?" A key feature of our hosted PBX telephone service, Adaptive Capacity eliminates the need to purchase extra lines, in excess of how many telephone sets you have. You only need to pay for the number of telephone stations (that is, telephone sets) that you have and Adaptive Capacity allows excess callers to wait on hold, navigate your auto-attendant, wait in call queues or leave voicemails. Read more about Adaptive Capacity.

Q. Do I have to buy the VoIP telephone sets from you?

A. No, you can get telephone sets from someone else, and we would provide you with the SIP settings to connect them to your account on our servers. We generally recommend Linksys phones for their reliability and durability, but you are free to use the VoIP phones of your choice.

Q. Can I use a fax machine with your service?

A. Yes, you just need a VoIP adapter, which will convert the fax machine's analog signal to a digital one that can be transmitted over the Internet.

Q. I have one DSL line at the office. Is that enough bandwidth to use your service?

A. Yes, one DSL connection provides enough bandwidth to carry seven simultaneous calls and still be able to comfortably browse the Internet.

Q. Do I need a technician to set up your service at my location?

A. If you purchase pre-programmed telephones from us, you will just need to connect them to your Internet source. If you are comfortable handling the equipment programming yourself, you can purchase VoIP telephone sets elsewhere and we will provide you with the SIP settings.

Q. What features do I get with your hosted PBX and telephone service?

A. We offer a wide range of features with our telephone service, as part of the included hosted PBX. These range from the standard call hold, call transfer and voicemail to auto-attendants, call ring groups, extensions and call holding queues. For a full list of features, please visit our PBX features page.

Q. I need the option to make conference calls with more than three people. Can I do that with your service?

A. Yes, using either our interactive conference switch or conference room features.

Q. I want to set up a conference room. How do I do that?

A. Use the administrative interface on your account to set up the conference room, entrance to which may be password protected. Then, either point one of your telephone numbers to the conference room or create an extension pointing to it.

Q. How do I check voicemail?

A. There are several ways. First, if your phone has a programmable voicemail button, press it and dial your voicemail passcode when the greeting starts playing. The system will then begin playing the first message. When you are done with the first message, press "2" to go to the next. If there are no further new messages, the call will terminate. If you do not have a voicemail button, dial your own extension and use the same procedure as outlined above. You may also choose to have email alerts sent when you get a new voicemail message or login to your account online.

Q. What is the difference between my old telephone sets and a VoIP phone?

A. The main difference is the way telephone calls are transmitted. Traditional telephone sets transmit analog voice signals over copper wire. VoIP telephones use the SIP protocol to send voice packets over a data network, for example, the Internet. Whereas analog telephone sets are dependant on the specific copper wire(s) that lead into your home or office, a VoIP phone could be connected to practically any Internet source and be able to connect to the telephony servers.

Q. Are there any cancellation fees if I stop using your service and do I own my own number?

A. There are no cancellation fees if you decide to stop using our service, and we do not require any long-term contracts. Your number is yours, so you can choose to take it with you to a different service provider.

Q. Can I get a telephone number in my area?

A. We currently offer service in over 2600 telephone markets across the United States, covering over 217 million of the population.

Q. How many simultaneous calls can I make or receive?

A. You can talk on as many active calls as you have telephone sets (and channels enabled on those telephone sets). However, even if all your telephone sets are engaged, you can still receive new calls on your numbers; they will either be answered by your voicemail or auto-attendant, depending on how you have your account set up.