q. What’s the difference between 800, 888, 877, 866, 855, 844, and 833 toll-free numbers?

a. Nothing – other than the perception that ‘800’ numbers have been around longer and can make it seem you have, too. Numbers beginning with ‘800’ are more difficult to obtain, and in short supply, therefore we charge extra for ‘800’ numbers. There are no additional charges, however,for toll-free numbers beginning with ‘888’, ‘877’, ‘866’, ‘855’, '844', or ‘833’.

q. Can I receive calls from abroad Who can call my toll-free number?

a. Only InteliPhone™ Local numbers can receive calls from abroad unless your callers are using a service that allow them to dial toll-free numbers in the US. InteliPhone™ toll-free numbers can be reached from the US, including Alaska, Hawaii, US Territories, and Canada.

q. I already have a toll-free number. Can I use it with an InteliPhone™ plan?

a. Yes. We can transfer existing toll-free numbers to any InteliPhone™ account at no charge as long as the current toll-free vendor will release it to us. The procedure requires you to complete a release form and once submitted takes between 5 and 10 business days to process. And of course, if you were ever to discontinue your InteliPhone™ service, we will transfer your toll-free number to the vendor of your choice at no additional charge.

q. Can I block calls to my toll-free number?

a. You can block specific 10-digit telephone numbers, specific central offices based upon the first six digits of Caller-ID, and even entire area codes. Blocked callers will receive a busy signal.

q. What happens if two people call me at the same time?

a. Both callers hear your full greeting. In fact, you can receive dozens of simultaneous calls.

q. Will my toll number be listed in the directory?

a. No. However there are several toll-free directories that will accept submissions for directory listings.

q. Can I take my number with me to a different vendor?

a. In most cases, yes. Numbers can be ported to other vendors prior to cancellation of service provided your account remains active, in good standing and you have met the minimum service length commitments outlined in the Terms and Conditions. Generally you must have been an InteliPhone™ customer for a minimum of one month. You will be billed for service until your number transfer is completed.

q. Are local numbers available in my area?

a. Most likely, yes. We have local numbers in over 6000 cities in the Continental U.S.

q. Can I get a non-US local number?

a. Yes. We now have local numbers available in Canada, Europe, Asia, and South America

q. How long does it take to activate a number in my area?

a. In many circumstances, local numbers can be activated within 30 minutes. In the unlikely event a number is backordered, we will credit your account for the time you must wait.

q. I already have a local number. Can I use it with an InteliPhone™ plan?

a. Yes. We can transfer most local numbers to your InteliPhone™ account at no charge as long as it is considered 'portable'. The procedure requires you to complete a release form and once submitted normally takes between 2 and 10 business days to process. And of course, if you were ever to discontinue your InteliPhone™ service, we will release your local number to the vendor of your choice at no additional charge.

q. Can I block calls to my number?

a. You can block specific 10-digit telephone numbers, specific central offices based upon the first six digits of Caller-ID, and even entire area codes. Blocked callers will receive a busy signal.

q. What happens if two people call me at the same time?

a. Both callers hear your full greeting. In fact, you can receive dozens of simultaneous calls.

q. Will my local number be listed in the directory?

a. No. However there are several online directories that will accept submissions for directory listings.

q. Can I take my number with me to a different vendor?

a. In most cases, yes. Numbers can be ported to other vendors prior to cancellation of service provided your account remains active, in good standing and you have met the minimum service length commitments outlined in the Terms and Conditions. Generally you must have been an InteliPhone™ customer for a minimum of one month. You will be billed for service until your number transfer is completed.

q. What is a vanity number?

a. A vanity number is any toll-free number you request specifically – sometimes the combination of numbers spell words, or have specific combinations of digits.

q. Can I choose a local vanity number?

a. You cannot choose a local vanity number, however you can select from a list of available local numbers in your are

a. Contact InteliPhone™ Customer Support for more details.

q. How much does a vanity number cost?

a. There are no additional charges for vanity numbers used with an InteliPhone™ service plan.

q. Can I choose a vanity number for my InteliPhone™ Service Plan?

a. Certainly. We can even help you find a special number for your business at no charge! If you’re not already an InteliPhone™ subscriber, sign up for one of our service plans and select a number from the list of available numbers – this will be your temporary telephone number until your vanity number arrives. When it does arrive, we’ll swap it for your temporary number.

q. I’m already a customer, how can I choose a vanity number?

a. Contact InteliPhone Customer Support for assistance in selecting a vanity number. Once you have located an available number, we will order the number for you. It usually takes between 5 and 10 business days for a number to arrive. When it does arrive, we’ll notify you by e-mail.

q. How many minutes are included in your plans?

a.Most InteliPhone™ Single Number Service and PBX Service Plans include some number of toll-free or local connect minutes . In addition, you can choose to increase 'Included Minutes' by customizing your service plan to fit your specific calling patterns. All other minutes are deducted from a pre-paid Usage Deposit account which is established when you subscribe to the service. The number of minutes included in each plan can be found on our Service Plan Price List

q. Is there a maximum length for voice messages?

a. See Voice Messages below.

q. Your voice mail plans are flat rate what does that mean?

a. InteliPhone™ VoiceMail plans are not billed on a per-minute basis. Instead, you are allotted a maximum number of monthly toll-free calls per plan which are usually more than adequate for this type of service. If, however, you reach the maximum number of monthly calls before the end of your monthly service period, we will process a monthly service payment and you will receive another month of service plus the allotted number of calls beginning on the day the payment was received.

q. What happens if I reach the number of calls allowed before the service period is over?

a. We simply restart your service on the day you reach the maximum for another month with another allotment of calls. This way your service is never interrupted and you are not penalized for going over the maximum.

q. Can I change from one plan to another?

a. Yes. You can change service plans at any time and keep your InteliPhone number, passwords, and existing voice mail messages. Contact Customer Support during normal business hours for details. You can also change terms at any time. The change will become effective at the end of your current service term.

q. How do I activate my Toll-Free VoiceMail Service?

a. You can activate your Toll-Free VoiceMail Service immediately by dialing the InteliPhone™ number you chose when you signed up. After a brief voice authorization, simply follow the instructions to record your personal mailbox greeting. You will need your PIN number to complete this step. And remember, you can change your greeting at any time.

q. How do I activate my Local VoiceMail Service?

a.To complete activation of your Local VoiceMail Service, you'll need to contact InteliPhone Customer Service during normal business hours. The Service Representative will help you choose from a list of available numbers for the local calling area you selected. Local numbers are typically activated within 30 minutes. In the unlikely event we are unable to immediately provide a local number for your calling area you will receive a credit for the time you wait, or a full refund should you decide not to wait for activation.

q. How do I activate my Single Number Service Service?

a. You'll need your User ID and PIN which was provided to you upon sign-up. To activate service, simply dial your InteliPhone™ number and you'll hear "When you're ready to set up your service, press 1". Press [1] and enter your PIN when requested. Follow the instructions to record your 'Corporate Greeting', which is the greeting callers hear upon answer.
 
Some example scripts are:
 

Hello, this is Mark. Please hold on while my automated system locates me.

Thank you for calling ABC Company. Please hold for the next available service representative.

You've reached Bill Smith's personal follow-me service. Please hold while he is located.

 
You'll also be prompted to record your personal mailbox greeting. This greeting is heard by callers if you cannot be reached. A beep tone usually follows your recording. Some example scripts are:
 

Hi this is Mark. Sorry I missed your call. Please leave your name, telephone number and a short message and I'll return your call as soon as possible.

You've reached the customer service department at ABC Company. All of our representatives are on the line with other clients. Please leave your name, telephone number, and a brief message and we will return your call promptly.

Bill Smith is not available. Please leave your name and number and he will return your call as soon as possible.

Remember, you can change your greetings at any time by telephone or by web upload.

q. How do I activate my Hosted PBX Service?

a. No books for you! We do all of the setup! A trained InteliPhone PBX Specialist will setup your announcements, menus, extensions and recordings, in most cases, within 24 hours. We'll help with the scripts and manage the professional recording and installation.
 
Below are the basic steps we will follow to implement your InteliPhone Hosted PBX Service.

Design Review

When you subscribe, you will be assigned an Implementation Manager. This trained technician will be responsible for your professional recordings, menus, announcements, extensions and feature selection. He or she will contact you to discuss the operation of your business and how your calls should be handled.

Write Scripts

With help from your Implementation Manager, you will write you company greeting and main menu along with any announcements you may want to include. Once you've agreed on a final script, it will be submitted for next-day recording.

Configuration

As we wait for the completed recordings, your Implementation Manager will configure your menus, announcements and extensions based upon information you provided during your discussions.

Installation & Testing

Recordings are installed and tested, and once we're satisfied, your Implementation Manager will contact you to schedule an administrative overview. During this overview, you will learn how to add extensions, update features, change menu settings, download system voicemail recordings, read reports and more.

Review

After your review you'll have a 24 hour 'free use' period to test all of your recordings, make final adjustments to coverage options, and to practice taking calls. You'll want to put your service to the test. After all, it is your 'front-door'.

Ongoing Support

At the end of your review period, your service date and usage account will be reset, and your Hosted PBX will be fully operational. If you have questions or need to make changes after the review period, don't worry -- we're always here with free, friendly telephone support!

q. When can I cancel my service?

a. You can cancel service at any time. We will not bill your credit card after you have canceled service. You will receive a confirmation of cancellation e-mail within 24 hours of cancellation. Please note that, if you wish to move your InteliPhone number to another provider, you must keep your service active until the number transfer has been completed.

q. When is cancellation ‘effective’?

a. You can cancel ‘immediately’ which means your service is immediately disconnected, or you can cancel ‘upon expiration’ which means your service will remain active until your current plan expiration date, but will not be renewed. Once your service has been disconnected, you will no longer have access to previous recordings, messages, or FAX documents. We do not issue refunds for partial months service.

q. How do I know my current plan expiration date?

a. Your current plan expiration date and next bill date are displayed on the InteliPhone™ Control panel.

q. How do I cancel my service?

a. To cancel service, send an e-mail to support@inteliphone.com or call Customer Support at (800)680-8306. You will receive a cancellation number as confirmation that billing has stopped.

q. If I cancel my VoiceMail account half-way through a one month term, will I receive a refund for the unused days of service?

a. No. When canceling less than 30 days from the end of your service period, service fees are non-refundable.

q. If I cancel my service what happens to my Usage Deposit?

a. In most cases, we will refund your remaining Usage Deposit balance to your credit card account within 24 hours of cancellation.

q. If I cancel my service what happens to my number?

a. Callers will hear a message that your number is no longer in service. Your number cannot be transferred to other vendors after you cancel InteliPhone™ service.

q. Can I take my number with me to a different vendor?

a. In most cases, yes. Numbers can be ported to other vendors prior to cancellation of service provided your account remains active, in good standing and you have met the minimum service length commitments outlined in the Terms and Conditions. In general, we will facilitate a transfer if you have been an InteliPhone™ customer for a minimum of one month. You will be billed for service until you notify us by e-mail or phone that your number transfer has completed.

q. What is a Usage Deposit?

a. InteliPhone™ PBX and InteliPhone™ Single Number Service service plans require that you maintain a usage deposit account to pay for calls billed by the minute. We collect a $25 usage deposit when you subscribe to the service and use funds from the account at the per-minute rate for each call you receive. When your Usage Deposit account balance reaches $5 or less, we automatically re-bill your credit-card account $25 to recharge your balance. We collect a $10 deposit for all VoiceMail accounts with FAX service to cover FAX overage charges when they occur. If a VoiceMail deposit account reaches $2 or less, we will re-bill your credit-card account $10 to recharge your balance. You can also add funds to your deposit account online in the InteliPhone™ Control Panel.

q. How can I tell how much is in my Usage Deposit Account?

a. The real-time balance of your Usage Deposit account is displayed in the InteliPhone™ Control Panel.

q. How can I review charges against my Usage Deposit Account?

a. InteliPhone™ generates a daily call-detail report which lists the date, time, duration and charge for each call received on your toll-free number. A corresponding CSV file also displays the Usage Deposit balance on a call-by-call basis. Up to 12 months of call detail reports can be retrieved.

q. What if my Usage Deposit account reaches zero?

a. If your Usage Deposit account reaches zero, callers will receive a busy signal, you will no longer be able to send or receive FAX messages, and your account will be suspended.

q. If I cancel my service what happens to my Usage Deposit?

a. We will refund any unused Usage Deposit to the credit card on file within 24 hours of cancellation.

q. Which credit cards do you accept?

a. You can pay for InteliPhone Service with American Express, MasterCard, Visa, and Discover.

q. When do you place charges on my credit card?

a. Service fees are charged five calendar days prior to the end of your current service period or in the case of VoiceMail accounts, when you reach the maximum number of calls allotted for your service plan. Your next charge date is displayed in the InteliPhone Control Panel. For InteliPhone™ Single Number Service Service or InteliPhone™ PBX Service plans, your card will be billed for a Usage Deposit whenever your current Usage Deposit balance drops below $5.00.

q. Which plans are billed per minute?

a. InteliPhone™ PBX and InteliPhone™ Single Number Service plans are billed on a per minute basis.

q. How are minutes calculated Do you round up?

a. For toll-free per minute plans, we calculate minutes based upon the duration of incoming calls to your toll-free number. After a minimum 30 seconds per call, calls are rounded to the second. For local service plans, we calculate minutes based upon the duration of connected calls. Calls that are not connected to a remote telephone number are not billed. After a minimum 30 seconds per call, calls are rounded to the second.

q. If I receive a toll-free call and it is transferred to my cell phone, am I still billed per minute?

a. Yes. You are using minutes in your account for the entire time your toll-free number is in use.

q. If I return calls from my cell phone, am I charged?

a. InteliPhone™ charges only when your toll-free number is used. If you place calls directly from your own telephone, without dialing your InteliPhone™ toll-free number, you will not be charged by InteliPhone™.

q. Can I change the credit card you’re using for my account?

a. Yes, you can update your credit card information at any time in the InteliPhone™ Control Panel.

q. Do you outsource Customer Service/Support?

a. Never! All InteliPhone customer support personnel are direct employees of Emergence Communications LLC.

q. How long have you been in business?

a. Emergence Communications LLC opened for business in February, 2000.

q. Is your service reliable?

a. We take every measure to maintain reliable telephone service to you. Our service is provided using redundant high-end voice communications servers in multiple locations, with multiple voice and data networking paths. In the event we lose one server, or an entire data center, others will continue to process calls. Routine maintenance is scheduled so as not to interfere with call processing.

q. How do I reach Customer Support?

a. You can contact us at support@inteliphone.com or by dialing (800) 680-8306.

q. What are the hours for Customer Support?

a. Customer Support lines are open from 9am through 7pm Eastern. Because our Customer Support department uses InteliPhone Hosted PBX, operators are on duty 24 hours per day.

q. How do I report a problem?

a. Send an e-mail to support@inteliphone.com along with a description of the problem including date and time it occurred, telephone numbers involved, and User ID or account number. If the matter is urgent, call InteliPhone technical support at (800) 680-8306 and an on-call technician will be paged.

q. How can I find out about new features and services from InteliPhone?

a. New features and services are highlighted in the News & Information section of the InteliPhone Control Panel.

q. Can I suggest new features/capabilities for your service?

a. Certainly! Some of our best ideas come from our users. Because we wrote the code for InteliPhone, there are endless possibilities for what it can do. Got an idea? Give us a call.

q. What type of setup and administrative help is available?

a. All InteliPhone services have links to user guides and online help. And, of course, our customer support department is second to none! You can contact us anytime by phone or by e-mail.

q. Is my information secure?

a. Yes. Access to the InteliPhone control panel uses 128 bit encryption for all transactions. Additionally, we never display complete credit card information on any site and we won't sell your information to others. Consult our Privacy Statement for further details.

q. Will you share my e-mail addresses?

a. No. We never share e-mail addresses or client lists with anyone. In addition, we do not solicit customers via e-mail.

q. How do I access the InteliPhone Control panel?

a. Go to www.inteliphone.com and click the Login link in the top-right corner of the page.

q. Do I need special software on my PC ?

a. No. InteliPhone services are accessed through your web browser and are designed to work with most web browsers such as Microsoft Internet Explorer, Chrome and Mozilla Firefox. Message files are in 8 kHZ 16-bit WAV format and can play using Microsoft Windows Media Player and other popular audio software. FAX documents are converted to .pdf format and can be opened with any standard pdf reader.

q. Can I use my smartphone to access my settings?

a. Yes. We have free smartphone apps for iPhone, and Android. We also have a mobile website accessible from all web-enabled phones.

q. I don’t really want to ‘take’ messages, can I just ‘play’ a message to callers then hang up?

a. Yes. This feature is called ‘Announcement Only’ and is available in all service plans.

q. What is an Outgoing Message?

a. Outgoing messages are messages you record for callers to hear.

q. How many Outgoing Messages can I have?

a. Two. One is played to callers during your ’Business Day’ and one is played ‘After Hours’.

q. How do I set my Business Hours so that the correct Outgoing Message plays?

a. You'll find a Business Hours link in the InteliPhone Control Panel.

q. Do I have to have two Outgoing Messages?

a. No, but you should have at least one outgoing message so that callers will know they've reached the proper mailbox.

q. How can I hear my Outgoing Message?

a. One way is to dial your InteliPhone number, or you can play it from the InteliPhone Control Panel.

q. How do I record an Outgoing Messages in my VoiceMail account?

a. You can record outgoing mailbox greetings by dialing your InteliPhone number and pressing the star key on your phone when you hear the outgoing greeting, or directly from your PC or Mac equipped with sound recording capabilities.

q. What is the audio format for Outgoing Messages?

a. Voice Messages are recorded as 8-bit, 11kHz PCM Wav files.

q. Can I record a message on my PC and upload it?

a. Yes, you can upload recordings directly to InteliPhone, or you can send your recording to InteliPhone Customer Support for installation.

q. Can you install a professionally recorded outgoing message in my mailbox?

a. Yes, we can record a professional message using your scripts for a small one-time fee. Or you can select your own voice professional.We’ll even help you draft your script if requested.

q. What is an Incoming Message?

a. Incoming Messages are messages left by callers in your voice mailbox. (Also referred to as 'VoiceMail' messages.)

q. What is the audio format for Incoming Messages?

a. Voice Messages are recorded as 8-bit, 8kHz PCM Wav files.

q. Is there a maximum length for voice messages?

a. InteliPhone Toll-Free VoiceMail plan messages are limited to 2 minutes. For situations requiring Toll-Free VoiceMail service with longer call durations, contact InteliPhone Support. InteliPhone Local VoiceMail plan messages are limited by default to 2 minutes, however the maximation duration can be adjusted according to specific need by contacting InteliPhone Customer Support. InteliPhone PBX and InteliPhone Single Number Service services have no message length limitations.

q. How long are messages stored in the InteliPhone System?

a. Messages are stored for a minimum of 3 months.

q. Can I download messages to my computer?

a. Yes. We recommend that you download messages you want to keep.

q. I accidentally deleted a message. Can you restore it?

a. Sometimes. Contact InteliPhone Customer Support for assistance.

q. How long are messages kept if I cancel my account?

a. Messages are deleted immediately upon cancellation and cannot be retrieved.

q. Can I store messages in my Cell Phone voice mailbox instead?

a. InteliPhone PBX Silver and InteliPhone Single Number Service users can store voice messages in external mailboxes. Contact Customer Service or consult the User Guide for Feature Interactions.

q. Can I forward calls to Europe, Asia, etc?

a. Typically, calls can be forwarded only to US and Canadian telephone numbers, however International forwarding capability is available and can be added to your InteliPhone plan by contacting Customer Service.

q. How do I know who’s calling?

a. On a forwarded call, InteliPhone can transmit either the ‘Caller’s Call ID’ or your toll-free number. You can choose which number is transmitted in the Call Handling section of the InteliPhone Control Panel.

q. I have a Voice Mail account. Can you forward calls to my cell-phone?

a. Calls can only be forwarded using InteliPhone Single Number Service or InteliPhone PBX services, however you can upgrade your service at any time by contacting Customer Service.

q. Are there different ways to forward calls to my telephone?

a. InteliPhone provides three types of call forwarding:

Transfer

Callers are placed on hold (where they will hear Music On Hold). InteliPhone then dials you at the number you’ve specified based upon day of week and time of day. If you answer and choose to accept the call, you are then connected to your caller. If you don’t answer or chose not to accept the call, your caller is transferred to your voice mailbox instead.

Direct Connect

Callers hear only a brief message that the call is being transferred then hear the actual ring back tones from your telephone. If you answer, callers will hear you say ‘Hello’. If you do not answer, callers will hear endless ringing or will be transferred to your local mailbox, if applicable. Direct Connect is often used in conjunction with live call centers or in cases where the user wishes to use an alternate external voice mailbox.

Serial Transfer

Works much the same as Transfer, however if you don’t answer at the first number, InteliPhone will try to reach you at your second number, then your third number and finally, if you not reached, InteliPhone will send your call to your voice mailbox.

All Numbers At Once

Works much the same as Transfer, however all listed phones are dialed simultaneously. The first person to accept the call will be connected to the caller. If no one answers, InteliPhone will send your call to your voice mailbox.

q. How can I change call forwarding settings?

a. You can change forwarding settings and forward-to telephone numbers in the InteliPhone Control Panel, or by dialing your toll free number and accessing the Administration Menu.

q. How are calls screened?

a. Call screening can be activated/deactivated on a per-extension basis. The most common way to screen calls is to ask callers to speak their name. “To tell your party who’s calling, please say your name.” InteliPhone records the caller’s name and plays it during the call transfer. Screened recordings are temporary and persist only as long as the call.

q. Once I accept a call can I put the caller on hold?

a. Yes. InteliPhone has a hidden ‘Activity Menu’ which waits for you to request a feature. To place a caller on hold, simply dial (*1) while you are speaking. – You’ll hear a list of choices while the caller listens to your Music on Hold. To return to your caller, press ‘1’.

q. Can I transfer the caller somewhere else?

a. Yes. You can transfer the caller to your voice mail, to another extension, or to a ten-digit phone number. To access the transfer feature, dial (*1) for the ‘Activity Menu’.

q. How does FAX Service work with my account?

a. You will be provided a dedicated local telephone number for FAX Service. Callers wishing to send you a FAX simply dial your FAX number, then press the SEND key. InteliPhone can recognize FAX tones and will automatically transfer the call to one of our FAX servers. When the transmission is complete, the document is reformatted to .pdf and forwarded to you at the e-mail address you’ve specified.

q. What format do you use for FAX to E-Mail?

a. FAX documents are currently delivered as pdf documents.

q. Do I need special software to view my FAX?

a. Only Adobe Reader or other pdf reader.

q. How can add FAX Service to my account?

a. You can activate FAX service at any time by calling InteliPhone Customer Service at (800)680-8306.

q. Can I send a fax to more than one e-mail address?

a. No. Fax documents can only be mailed to one e-mail address.

q. What if an FAX e-mail is rejected or lost?

a. InteliPhone automatically saves each fax in a mailbox accessible from the InteliPhone Control Panel. Click the Received Faxes link for a list of available FAX documents.

q. Which plans have Music on Hold?

a. Music on Hold is included with all InteliPhone Single Number Service and InteliPhone Hosted PBX plans.

q. Can I choose my own music?

a. Yes. You can select from a number of licensed tunes already available in InteliPhone, or send us your own. Please note you must have permission from the artist/studio to use copyrighted music. InteliPhone Customer Service can help you locate licensed music suitable for on-hold.

q. Can I have a sales/marketing message play while callers are waiting?

a. Yes. You can have up to ten professional voice recordings overlaid into your on hold music. A nominal one-time fee for setup may apply.

q. How do I know when I have a new message in my voice mailbox?

a. InteliPhone can notify you of a new message in a number of ways:

By E-Mail

By Text Page to a Cell Phone

By Calling you at a specified number (with applicable service plans)

q. Can you notify more than one person when a new message arrives?

a. Yes. You can enter a list of notification addresses for each mailbox.

q. How do I retrieve messages?

a. You can retrieve messages in several ways:

By Telephone (when applicable)

Simply dial your InteliPhone number, access the administration menu, enter your pin, then follow prompts.

By Web

Click the speaker icon next to the message and it will start a download to your computer.

By E-Mail

Message wav files can be attached to notification e-mails.

q. What is a Direct Dial Extension?

a. Direct Dial allows callers to access a particular extension or mailbox directly without going through a menu. Your extension will be assigned its own personal Local, Toll-Free, or International direct-dial number. Callers dialing your direct-dial number will route according to the extension's existing instructions.

q. Can I choose a Direct Dial number from a different city?

a. Yes. You can choose a DID number from any of 6000 US Cities, or you can choose a personal toll-free number.