Customer Care Cente (FAQ)

Frequently Asked Questions

Browse our Frequently asked Questions

What is VOIP

VoIP stands for Voice over Internet Protocol. VoIP is a type of technology that enables users to make and receive phone calls using broadband Internet connection instead of a standard phone line. When using JabberTel’s solutions, a user can convert analog voice calls into data that’s transmitted over a high‐speed private IP network or the public Internet.

What's the difference between Broadband Telephone, VOIP & Cloud Telephony ?

All three concepts are similar in the type of technology. All phone calls are routed over an IP network and in all cases, the network that is used to route calls can be a public or a private network. JabberTel prides itself on security and therefore only routes calls over a private network in an effort to ensure the highest quality of service can be maintained.

What is the PSTN

PSTN stands for Public Switched Telephone Network. PSTN is a traditional analog phone network that was established as part of the old Bell system.

What is SIP trunking and how does it work?

SIP stands for Session Initiation Protocol, which is the way you achieve a voice over IP (VoIP) call. It’s an application layer protocol for setting up real-time sessions of audio and/or video between two endpoints in this case, phones. In other words, SIP is the technology that creates, modifies, and terminates sessions with one or more parties in an IP network, whether a two-way call or a multi-party conference call.

A SIP trunk is the virtual version of an analog phone line. Using SIP trunks, a SIP provider can connect one, two, or twenty channels to your PBX, allowing you to make local, long distance, and international calls over the Internet. If you have an on-premises PBX in your office, a SIP trunk provider can connect to you and allow you to make outbound calls on your existing system, without restrictions on the number of concurrent calls.

How many SIP trunks will I need?

A user will need as many SIP trunks as they would have simultaneous active calls at any given time. For example, if an office has 10 phone users and at any given time can have five or six users on the phone simultaneously, then they will need six SIP trunks. JabberTel will help ensure your business has enough trunks to handle your maximum simultaneous call volume on any given day. Because SIP trunks can be added or removed within hours, businesses can make adjustments to run at maximum efficiency.

How to JabberTel's hosted business phone service work?

An IP phone is similar to a mini‐computer designed to do just one thing: act as a fully functional business telephone. It plugs into your Internet connection using a regular network cable. Once turned on, you can make calls, forward calls, hold calls, transfer calls, check voice mail and perform all the functional tasks you would expect out of a business grade phone. As long as the IP phone has a connection to the Internet or a private IP network, it will function perfectly as a business telephone loaded with real‐time PBX features that go beyond a traditional analog or digital telephone. With this level of flexibility, an IP phone can be taken anywhere in the world and as long as it that has an Internet connection and function without geographical boundaries. You can literally take your IP phone with you to another country, plug in to your hotel’s network and conduct business as if sitting right at your desk.

What is E911?

E911 is an enhanced 911 service provided by JabberTel. Required for all customers, E911 gathers your information when you call and gives it to the appropriate Public Safety Answering Point (PSAP).

What does JabberTel business phone service cost?

Total costs for business customers will vary based upon each customers needs, depending on the size of the operation and number of extensions ordered, as well as the length of the service agreement. JabberTel charges a flat monthly fee for Internet service. Telephone service will be charged based on the number of handsets in use, the off‐network long‐distance service usage, etc.

Is technical support included?

With Jabbertel, network and product support is included in your agreement

If I purchase my own equipment, will JabberTel still provide support?

Yes. We will manage the network and provide support to your business similar to what we offer in our monthly program. The only difference is – in such case you will own your equipment and will not be paying a monthly fee.

What is the required term for JabberTel's services?

JabberTel provides various options, such as month to month, or for 36-months, lower pricing is available for customers choosing to sign a 36 months agreement. Contact terms will be negotiated directly with each customer.

How will I be billed?

JabberTel bills on a monthly basis. Users will receive an invoice on a monthly basis.

How much bandwidth will I need?

To obtain a quality phone call, the minimum Internet connection speed should be at 80‐100 KBPs per active call. JabberTel offers managed network shaping options to will help maximize voice quality while also minimizing your Internet overhead. Our Customer Service team is available to help with any of your network design needs.

Do I pay for upgrades?

JabberTel’s business package includes network, product and software upgrades. Users would only pay for additional products and/or services to their existing agreement. In addition, new features and functionality are included with the package as they become available.

Will the phone quality be the same as a traditional phone network?

Yes. JabberTel transmits calls using advanced network shaping technology, users can be assured of the best voice quality available.

Do you provide web support?

With JabberTel’s VoIP service, each customer will have access to web interface tools and are able to access their account via the web to perform a variety of administrative and technical functions.

What networking equipment will I need

You will need an IP Phone and possibly some additional equipment. JabberTel provides all necessary equipment for either a monthly fee or on a purchase price basis. If you wish to use your existing on premise PBX, you should consider our SIP Trunking service using our enhanced conversion gateways.

Can I transfer all my existing business numbers & Toll free numbers to JabberTel's business phone service?

Yes. Customers can transfer any of their existing numbers, along with any toll-free numbers, provided all necessary releases are obtained.

Does JabberTel's hosted call center support remote capabilities?

Yes, user or their agents can be located anywhere in the world

Can I customize JabberTel's music on hold?

Yes, as long as we can make audio files. Please note it is the customer’s responsibility to provide sufficient documentation supporting the acquisition of the rights to use a piece of music as it applies to copyrights and other legal media rights.

Can I get real time views of call center activity with my hosted call center solution?

Yes, users are able to obtain comprehensive, real‐time and historical dashboard information as well as reporting on all calls and interactions across all supported channels.

Can I create customized call center reports?

Yes, an integrated custom‐reporting option is included with your package. A user can also export CDR data to the application of choice.

How do I get more information or sign up for JabberTel?

To find about more about JabberTel’s Products and Services, contact 786.475.1475 for a no obligation proposal. Its fast and easy to initiate the JabberTel solutions – Users can begin service in a matter of hours – Simply give us a buzz and we will get you started.

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