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InteliPhone™ Call Coverage Service Frequently Asked Questions
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Toll-Free Numbers |
q. What’s the difference between 800, 888, 877, and 866 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’, or ‘866’.
q. Can I receive calls from abroad? Who can call my toll-free number?
a. Only InteliPhone™ Local numbers can receive calls from abroad. 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 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. For all service plans except VoiceMail Basic and VoiceMail Plus, 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™ VoiceMail or Follow-Me customer for a minimum of 6 months, or an InteliPhone™ PBX customer for a minimum of one month. You will be billed for service until your number transfer is completed. |
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Vanity Numbers |
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 area. 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. |
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InteliPhone™ Service Plans |
q. How many minutes are included in your plans?
a. VoicePlans are not billed by the minute, and no minutes are ‘included’ in base InteliPhone™ Follow-Me or PBX Service Plans. However you can choose to buy 'Included Minutes' with by customizing one of our service plans. All other minutes are deducted from a prepaid Usage Deposit account which is established when you subscribe to the service.
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 calls per plan which are usually more than adequate for this type of service. You can chose to customize one of the base plans to buy additional 'Included Calls'.
q. What happens if I reach the number of calls allowed before the month is over?
a. We simply restart your service on the day you reach the maximum for another full month with another monthly 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 toll-free number, passwords, and existing voice mail messages. Contact Customer Support for details.
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Implementation/Activation Steps |
q. How do I activate my VoiceMail Service?
a. You'll need your UserID 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. After a brief voice authorization, follow the instructions to record your personal mailbox greeting. You can change your greeting at any time.
q. How do I activate my Follow-Me Service?
a. You'll need your UserID 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', the greeting callers hear when your Follow-Me service answers.
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 folow-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.
Often not covered on competitive sites is what happens after you subscribe. Most InteliPhone Hosted PBX Services can be installed within 24 hours -- including professional recordings. Below are the steps we will follow to implement your InteliPhone Hosted PBX Service.
| Step 1: 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. |
| Step 2: 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. |
| Step 3: 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. |
| Step 4: 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. |
| Step 5: 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'. |
| Step 6: 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! |
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Cancellation of Service |
q. When can I cancel my service?
a. You can cancel service at any time however, if you cancel at least 10 days prior to your current plan expiration date your credit card will not be billed for the next month's service.
If you wish to move your toll-free 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.
q. How do I know my current plan expiration date?
a. Your current plan expiration date is 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 the month, will I receive a refund for the unused days of service?
a. No. Monthly 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™ VoiceMail or Follow-Me customer for a minimum of 6 months, or an InteliPhone™ PBX customer for a minimum of one month. You will be billed for service until your number transfer is completed.
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Usage Deposit Account |
q. What is a Usage Deposit?
a. InteliPhone™ PBX and InteliPhone™ Follow-Me 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 decrement 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.
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 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. |
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Billing Questions |
q. When do you place charges on my credit card?
a. Monthly fees are charged five calendar days prior to the end of your one-month term or in the case of VoiceMail accounts, when you reach the maximum number of calls allotted for your service plan. For InteliPhone™ Follow-Me 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 Silver and InteliPhone™ Follow-Me 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 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. I see a charge from EMERGENCE CORPORATION. Is that InteliPhone™?
a. Yes. Emergence Corporation is the parent company of InteliPhone™. Emergence Customer Service can address any InteliPhone™ billing question.
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 from the InteliPhone™ Control Panel. |
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Customer Support |
q. Do you outsource Customer Service/Support?
a. Never! All InteliPhone customer support personnel are direct employees of Emergence Corporation.
q. How long have you been in business?
a. Emergence Corporation opened for business in February, 2000. At that time, our mission was to develop computer telephony and web-based software applications for medium and large businesses. But we had a problem – we couldn't find a dependable answering service, so we built one! Our first hosted PBX service, vDirector continues to provide core call coverage and voice-mail features to hundreds of clients. As our vDirector customer base grew, so did the demand for more features and capabilities. This led to the development of InteliPhone – built from the ground up to serve small and medium sized businesses in today’s mobile world.
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. Normal business hours are 8am through 5pm Eastern Time. Customer Support lines are open from 8am through 8pm Eastern. Because our Customer Support department uses InteliPhone PBX Silver, you can leave a message 24 hours per day and be assured of a timely response.
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/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. In addition, subscribers are invited to join the InteliPhone forum – a moderated forum for the exchange of ideas on how best to utilize features and functionality of InteliPhone services. And, of course, our customer support department is second to none! You can contact us anytime by phone or by e-mail.
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System Administration |
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 never share customer names, addresses, e-mail addresses or telephone numbers with anyone. 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 and Mozilla Firefox. Message files are in 8 kHZ 8-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.
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Seven Day Free Trial |
q. Is your Free-Trial really free?
a. Yes. You are not billed for service or calls received during the free trial period unless you elect to continue your service at the end of the trial period.
q. Why do you require credit card information for a trial?
a. The main reason is to ensure you qualify for an InteliPhone account at the end of the trial period. Although we ‘Authorize’ funds on your account during the trial period, we do not ‘collect’ any funds until the trial period ends. If you choose to cancel service prior to the end of the trial period, we immediately release the authorization.
q. How long is your free trial?
a. The free trial is seven calendar days or 30 calls, whichever occurs first.
q. Do you offer free trials on all services?
a. Free trials are available only for VoiceMail Basic 800 , and VoiceMail Plus 800 services. FAX-to-E-Mail option is available during the Free Trials.
q. How do I cancel my free trial?
a. Send an e-mail to support@inteliphone.com or call Customer Support at (800)680-8306. You will receive a cancellation number to confirm the end of your free trial and the release of authorized credit card funds.
q. If I cancel my free trial what happens to my number?
a. Callers will hear a message that your number is no longer in service. .
q. Can I take my free-trial number with me to a different vendor?
a. No. You can only transfer numbers that you have been part of an active InteliPhone account. |
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Voice Messages |
q. What is an Incoming Message? What is an Outgoing Message?
a. Incoming Messages are messages left by callers in your voice mailbox. 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 Day Hours?
a. You'll find a Business Hours link in the InteliPhone Control Panel.
q. Do I have to have two Outgoing Messages?
a. VoiceMail services require at least one outgoing message. InteliPhone PBX Silver and Follow-Me accounts have a default greeting that is used in the event no outgoing message has been recorded.
Default Outgoin Message: ‘At the tone you can begin recording. When finished recording, press pound, or just hang up’
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 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 Text Page to a Cell Phone
- By Calling you at a specified number (not included in VoiceMail Basic plan)
q. How do you send a text-page to cell phones?
a. InteliPhone uses your cell phone provider’s e-mail to text-page capability. Consult your wireless provider’s support pages for addressing syntax.
q. Can I send message notification to more than one person/address?
a. Yes. You can notify a list of e-mail/text addresses by separating each one with a semi-colon.
q. How do I retrieve messages?
a. You can retrieve messages in several ways.
- By Telephone (except VoiceMail Basic plan) Simply dial your toll-free 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 PC.
- By E-Mail – Message wav files are included as attachments to notification e-mails
q. What is the audio format for voice messages?
a. Voice Messages are recorded as 8-bit, 8kHz PCM Wav files.
q. Is there a maximum length for voice messages?
a. InteliPhone VoiceMail plan messages are limited by default to 4 minutes. This limitation can be adjusted according to specific need by contacting InteliPhone Customer Support. InteliPhone PBX Silver and InteliPhone Follow-Me services have no message length limitations.
q. How long are messages stored in the InteliPhone System?
a. Messages are stored for a minimum of 6 months.
q. Can I download messages to my PC?
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 Follow-Me users can store voice messages in external mailboxes. Consult the User Guide for Feature Interactions.
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. Can I record a message on my PC and upload it?
a. Yes, under certain circumstances you can upload directly to InteliPhone, or you can send your recording to InteliPhone Customer Support. Contact support@inteliphone.com for further details.
q. Can you install a professionally recorded 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.
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Call Forwarding |
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 Advanced Features section of the InteliPhone Control Panel.
q. I have a Voice Mail account. Can you forward calls to my cell-phone?
a. No. Calls can only be forwarded using InteliPhone Follow-Me or InteliPhone PBX services.
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 our 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.
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 press the (#) pound key 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, press the (#) pound key for the ‘Activity Menu’. |
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E-Mail to Fax Service |
q. How does E-Mail to FAX Service work with my account?
a. Callers wishing to send you a FAX simply dial your toll-free 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. Can I get a separate number for FAX?
a. Yes. We can give you and additional toll-free number that answers with FAX tone only. Contact InteliPhone Customer Support to determine applicable charges, if any.
q. How are FAXes Billed?
a. For InteliPhone VoiceMail Services, each FAX counts as one call regardless of the number of pages received. For InteliPhone Follow-Me and InteliPhone PBX Services, FAXes are billed at the standard per minute rate for incoming calls.
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. VoiceMail users can click the ‘FAX Mailbox’ link on the InteliPhone Control Panel. You’ll find an ‘Activate ’ link on that page.
q. Can I broadcast 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. I can only see one page of my FAX and I know there are more. What’s wrong?
a. You are probably only viewing a preview of your fax document. Try detaching it from your e-mail message and opening it from your PC. |
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Music on Hold |
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q. Which plans have Music on Hold?
a. Music on Hold is part of InteliPhone Follow-Me and InteliPhone PBX Silver
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 will apply. |
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