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FAQ’s

What is Voice over IP (VoIP)?

VoIP works by routing your phone calls over the internet, rather than traditional telephone phone lines. You will no longer need service from your local telephone service provider nor will you need any more regular phone lines. All you need is a high speed internet connection and a quality VoIP service provider.

Not only will you save at least 50% on your phone bill, you will simply be amazed at the dozens of calling features that Encore Systems provides at no additional cost with every service package, not matter how small or large. Every phone in your office shares a link, and personal cell phones can also share this same connection and become a portable business phone.
 

I have not heard about this before. Is it new?

VoIP was first offered several years ago, before high speed internet was common. While some people used it for home use, the quality was not very good.

Today that has changed. Due to advances in technology and the widespread use of high speed internet service, VoIP can provide crystal clear phone service and very high reliability. Most Fortune 500 Companies have already made the change to VoIP.
 

Does it work through my computer?

No. Even though the internet is used to place and receive calls, it has nothing to do with your computer. In fact, your computer doesn’t have to be on. Your telephone is connected directly to the internet, not to your computer.

 

Do I use it the same as a regular phone?

Yes. But, you also get over 40 customizable calling features like “Follow Me” call routing. This allows you to route incoming calls to different numbers. Ring them in the sequence you want or, ring them all at the same time!

 

Do I have to leave my phone connected at one place?

No. Unlike traditional telephones, VoIP phones can be unplugged and taken with you anywhere in the World! Where ever your phone is plugged into the internet, it will ring when the local number is dialed. And… it’s free! Now you can send phones with your local area code to friends, family, or remote business locations anywhere in the world and communicate with them anytime at no cost.
 

What kind of internet service do I need?

You need high speed internet, also called Broadband.

 

Does Encore provide high speed internet?

No. However, we can refer you to the proper service provider in your area.

 

Is there a charge for long distance?

Our regular service provides free long distance within the U.S. and Canada. We also have international calling packages available.

 

Do I need a special phone?

You can continue to use your current phone by purchasing an inexpensive adapter. While this works fine for home users, if you want the full quality of VoIP, you will need to purchase a digital phone. These phones look much the same as a traditional phone but they do not need the adapter.

 

Can I purchase a new phone from Encore Systems?

Yes. We offer a selection of VoIP phones for your convenience. You can review our selection of phones on our web site or ask your sales agent for information. One major advantage to purchase a phone from us is that when you receive the phone, it is pre-programmed and ready for you to plug it in and use it.

 

I want the best possible sound quality. Are there phones that offer this feature?

Yes. We offer phones that have high definition voice quality. These phones have excellent sound quality and once you try them, you will never go back to a regular phone again.

 

Who installs the new phones?

Phones are very easy to install. One of our sales representatives can assist you, either by phone or at your location. If you are a home user and you purchase a phone from us, we will ship it direct to you. All you have to do is plug it in. It’s just that simple!

 

What is a virtual phone number?

Some people do not have the need for a physical phone. This is the case with people that are always mobile and have no office. All they need is a phone number that can either receive voice mail, be answered by an automated attendant, or provide callers with a host of call selections such as “Press 1 for sales, Press 2 for accounting, Press 3 for support” etc. By selecting these options, calls could be routed direct to another phone, desktop or mobile, and the phone could be located anywhere in the world.  Callers have no idea that there is no actual phone. This gives the appearance that there is an office and provides the mobile person with a much more professional image.

 

What is Visual Call Management?

This allows you to monitor and manage calls right on your computer screen. You can quickly see who is on the phone, who is on hold, call queues, and manage all of these call by dragging and dropping them wherever you want. You can also dial others by just pointing and clicking with your mouse. For more details CLICK HERE

 

What do you mean by “Hosted”?

That means no more phone closets! You no longer need an expensive traditional phone system and all the maintenance that comes with it. Instead, we take care of every component of your business phone service with our equipment and our servers, all located at our operations centers. There’s absolutely no expensive hardware to buy, no software to download, and no lag time. The only piece of equipment you have to worry about is your own personal phone. We allow you to manage and customize every feature imaginable through our easy to use web portal.

 

What is Unified Communications?

It is the seamless integration of voice, presence, chat, data, applications, and other technologies to improve communications, processes, and business productivity. This allows a mobile person to have all their communications needs follow them anywhere they need.

 

Setting up your phone system

 

How long does it take for my service to be activated?

Your account and phone number are activated immediately and your phones will arrive in 5 to 7 business days (depending on shipping method).

 

What’s involved in setting up my Encore Systems business phone system?

There is no hardware to install or technical contractors needed for an onsite setup to start using your phone system. Once you’ve purchased service, it’s instantly activated so you can immediately receive calls and customize your auto-receptionist, answering rules and virtual extensions from your online account. When your new phones arrive in 5-7 business days, you simply plug them in and begin making outbound calls. 
We also have Account Specialists available to help you setup your system and show you how easy it is to use the advanced call management features.

 

Do I need special equipment or a router?

No additional telephone lines, hardware or installation is needed. Encore Systems will work with any high-speed, stable internet connection. If you do not already have one, you may need a router that will make the internet connection available to your phones/devices.

For best voice quality, we recommend a router that is QoS (Quality of Service) enabled. By configuring your QoS router to prioritize the voice traffic over other internet traffic, you’ll experience better voice quality when your internet is being used for other activities (e.g. downloading large files, watching online videos, etc). No additional telephone lines, PBX hardware or installation is needed. Encore will work with any high-speed, stable internet connects and requires a minimum of 64kbps of bandwidth per call. You need a router that will make the internet connection available to your phones/devices.

 

Do I need to adjust my network router settings? 

To ensure voice data can flow through your network router, we recommend enabling port triggering from within your router’s configuration pages.

 

What are the minimum system requirements?

Since your phone system is in the cloud and delivered online, the only equipment you need in your office are the IP phones and the router with high speed internet connection.

   

What happens when the internet or power goes down?

Because Encore Systems is cloud-based, it’s not dependent on your power or internet connection to continue receiving calls. Use your mobile phone as one of your forwarding numbers so even if your office internet or power is lost, your calls can still be made and received from your cell phone and even show your business number.

 

Should I have power back-up for my phones?

Most high speed internet service providers have battery back-up already installed at your location. If you already have one for your computer, you can also use it for your phone. If you do not have batter back-up for your computer, it is highly recommended that you get one as soon as possible.

 

Using your phone system

 

What features are included with Encore Systems?

Encore Systems delivers complete business functionality and a rich set of features for your office phone system. You’ll get everything you need in one complete system with one low price: Reliable phone service, multiple extensions, auto-receptionist with a dial-by-name directory, voicemail with email delivery, call forwarding and more. View all features 

 

I only want to use certain features. Can I purchase those separately?

Encore Systems includes all features with your service for one low price. We do not offer individually priced features. 

 

How many minutes are included with my account?

Encore Systems offers unlimited calling plans. Unlimited minutes apply to calls anywhere in the U.S. (including Alaska and Hawaii) and Canada and are subject to Encore Systems Terms of Service

 

Can I make International calls?

Yes, you can. Please contact us to receive our International rates. To activate international calling, please call customer service at 1-813-489-9555.

 

How do I retrieve my voice messages?

Encore Systems receives voicemail 24×7 and offers several ways for you to access them. You can listen to your message directly on the phone, or, have them automatically forwared to your email. For users with a Smartphone, they will recieve the entire voice mail message in a WAV file for easy playback.