Support

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HOW CAN WE HELP?

HOW CAN WE HELP?

SUPPORT / FREQUENTLY ASKED QUESTIONS

F.A.Q. – CPBX

How much bandwidth do I need for Activitel Cloud PBX?

An Activitel Cloud PBX call will use 100 kilobits per second (kbps) of bandwidth for the duration of the call. If you were to add Activitel’s Cloud PBX for five users, and everyone was on the phone at the same time, it would require 500 kbps of bandwidth (upstream and downstream). (For reference: 1,000 kilobits is equal to 1 megabit.) Your exact needs will depend on the call volume and call patterns at your company.

Why is having the proper bandwidth so crucial for voice services?

Connections with high latency or packet loss can negatively affect the voice quality. High latency occurs when information takes too long to transmit over the Internet connection; packet loss occurs over unstable internet connects resulting in loss of packets between endpoints. Network congestion or heavy bandwidth usage, file sharing or video streaming causes these issues. Increasing your bandwidth can usually fix related issues. Contact your Internet Access service provider to ensure the stability of your connection prior to initiating a support request with your Activitel Partner.

Is it easy to make moves add and changes with Activitel Cloud PBX?

Yes, Activitel Cloud PBX provides system self-administration for moves, additions and changes through the Portal. Your Authorized Activitel Partner at the completion of the installation will provide the Administration Portal Address and Login information. If you require further support on making modification through the Administration Portal, please contact your Authorized Partner for assistance.

Can I have professionally recorded greetings for my Virtual Assistant?

Yes, you can. The recorded greeting for an automated attendant can be up to 5 minutes in duration. The source file must be a WAV file. Required format: CCITT u-Law or A-Law, 8 kHz sampling rate, 8-bit Mono. Once created upload the sound file through the administration portal.

What is the maximum capacity of my voicemail box?

The voicemail box holds up to a total of 30 min. worth of messages. When at capacity, all new messages are blocked.

Can I use an existing business number with the service?

Ported telephone numbers can be associated with any of the Cloud PBX extensions and SIP Trunks. The Authorized Activitel Partner will provide a Letter of Authorization signed by the customer in order to initiate the port request with the current provider. A customer bill is also required in order to ensure the accuracy of information for the telephone number port.

How long does a telephone number take to port?

The minimum number of days a telephone number will take to port is 10 business days. This really depends on the current provider and the accuracy of information provided for the request. Any errors in the information will cause the request to be rejected adding days to how long the port will take.

How to maintain voice quality.

A. Ensure consistency and proper bandwidth required for good voice quality. Run a regular test on your Internet Access with the Activitel Voice Quality Tool to ensure your current Internet Access is meeting your needs. If not, discuss with your current provider about increasing bandwidth to accommodate your needs.

B. Consider getting a QoS enabled router or enabling QoS on your existing router. Activating QoS on your router enables you to prioritize voice traffic over data traffic on your network, which ensures adequate allocation of bandwidth for voice. Large data download spikes will not affect voice quality. Please consult with the router’s user guide on how to set up QoS on the router.

Experiencing issues with phone or service.

In advance of calling your Authorized Activitel Partner, please reboot your phone to see if that corrects any issues with the service. To reboot your VTECH Business Phone follow instructions below.
1. Press MENU
2. Select User Settings
3. Select Preferences
4. Select Restart Phone
If rebooting your phone does not resolve the issue, please immediately contact your Authorized Activitel Partner.

F.A.Q. – SIP TRUNKING

Where is Activitel SIP Trunking available?

Activitel covers ~93% coverage in Canada. Please contact your Activitel Partner to determine serviceability in your area.

How can my business move from traditional analog lines to SIP Trunking?

Authorized Activitel Partners can work with your company to map out a seamless transition from using PSTN lines to SIP Trunks. Please consult an Authorized Activitel Partner to find out more.

Will Activitel SIP Trunking work with my Legacy PBX or Key System?

Yes, an analog converter (IAD) will be required to convert the SIP Trunk signal into Analog. Please consult your Authorized Activitel Partner to determine which IAD is right for you.

If an IAD is required, what are the purchase options?

Customers can purchase the IAD up front or integrate the cost into a monthly subscription. Please consult your Authorized Activitel Partner to determine the right option for you.

Why is having the proper bandwidth so crucial for voice services?

Connections with high latency or packet loss can negatively affect the voice quality. High latency occurs when information takes too long to transmit over the Internet connection; packet loss occurs over unstable internet connects resulting in loss of packets between endpoints. Network congestion or heavy bandwidth usage, file sharing or video streaming causes these issues. Increasing your bandwidth can usually fix related issues. Contact your Internet Access service provider to ensure the stability of your connection prior to initiating a support request with your Activitel Partner.

How much bandwidth do I need for Activitel SIP Trunking?

An Activitel SIP Trunking call will use 100 kilobits per second (kbps) of bandwidth for the duration of the call. If you were to add Activitel’s SIP Trunking for five users, and everyone was on the phone at the same time, it would require 500 kbps of bandwidth (upstream and downstream). (For reference: 1,000 kilobits is equal to 1 megabit.) Your exact needs will depend on the call volume and call patterns at your company.

How to maintain voice quality.

A. Ensure consistency and proper bandwidth required for good voice quality. Run a regular test on your Internet Access with the Activitel Voice Quality Tool to ensure your current Internet Access is meeting your needs. If not, discuss with your current provider about increasing bandwidth to accommodate your needs.
B. Consider getting a QoS enabled router or enabling QoS on your existing router. Activating QoS on your router enables you to prioritize voice traffic over data traffic on your network, which ensures adequate allocation of bandwidth for voice. Large data download spikes will not affect voice quality. Please consult with the router’s user guide on how to set up QoS on the router.

Can I use an existing business number with the service?

Ported telephone numbers can be associated with any of the Cloud PBX extensions and SIP Trunks. The Authorized Activitel Partner will provide a Letter of Authorization signed by the customer in order to initiate the port request with the current provider. A customer bill is also required in order to ensure the accuracy of information for the telephone number port.

How long does a telephone number take to port?

The minimum number of days a telephone number will take to port is 5-10 business days. This really depends on the current provider and the accuracy of information provided for the request. Any errors in the information will cause the request to be rejected adding days to how long the port will take.

Is T.38 fax supported?

Yes, we support T.38 for Faxing purposes.

Are toll-free numbers available?

Yes, toll-free numbers are available for both SIP Trunking and Cloud PBX. Additional charges may apply.

REQUEST SUPPORT

Please fill in the form below to open a general support ticket.

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