FAQ’S
Our Carefully crafted questions.
PHONES
Can I keep my current phone numbers?
YES! Adtech can port your current phone numbers from your existing carrier for a one-time charge of $30.00 per 15 numbers transferred.
What does 'Unlimited Local and Long Distance' really mean?
With Adtech’s VoIP trunking service and Adtech’s Hosted PBX service, the term ‘Unlimited Local and Long Distance’ means that we do not restrict who you can call or when you can call them. As far as usage goes, however, we do impose a soft cap. If your utilization goes above 1500 minutes per trunk per month, we consider that to be indicative of prohibited usage and we will begin to monitor your calling pattern. We will not shut your service off, but we may charge overages based on whether or not your usage patterns indicate prohibited usage. For information on prohibited uses, please check the Terms of Service. If you repeatedly go over the soft cap, you may be asked to purchase additional trunks.
Will my phone number still be in the phone book?
Yes! Your phone number will still be listed in the white pages of the telephone book. If you need Yellow pages advertising, please contact your preferred Yellow pages distributor.
Is this a form of cell phone service?
No, this is not a form of cell phone service. While your service can be used almost anywhere in the world, it does require a hardline connection to the internet, and thus is not usable as a mobile phone replacement.
How many phone lines and numbers can I have?
You can have virtually as many phone lines or numbers as you want. Each number can be programmed for a different function, such as DISA, DID, back door, or IVR.
Do I need to have one phone number per trunk?
NO! If you only have one published phone number and no need for services such as a back door number or DIDs, you only need a single phone number. Adtech utilizes a feature called ‘always-available’ which means that as long as you have trunk lines available, your phones will ring. This means that multiple people can call in from one single number, and there are no more confusing huntgroups.
Why does Adtech bill separately for trunks and phones?
Many hosted PBX providers bundle the cost of the phone with the trunk lines. Often times, this ends up costing more, as a small office with seven phones may not actually need seven phone lines. As such, we have split the trunks off from the phones to reduce costs on some offices which have phone spread out, but do not really have much call volume.
INTERNET
How fast of an internet connection do I need?
Your internet connection speed requirements will be determined by how many simultaneous phone calls you plan on having. In general, Adtech recommends that you accommodate for 100 Kbps downstream AND 100 Kbps upstream per simultaneous phone call. This includes interoffice phone calls.
What types of routers do you recommend?
Currently, the routers that we recommend for use with our service are any Cisco IOS router, Cisco ASAs, or Juniper SRX firewalls. We do not recommend any other routers and will not support connectivity issues if you are using a router other than those listed. Routers that are confirmed to have issues with our service are NetGear routers, SonicWall firewalls, and WatchGuard firewalls. Please contact us if you have a specific router you would like us to test.
Is internet service included?
PHONES
NO! Adtech’s VoIP Trunking and Hosted PBX services require an existing internet access service and do not include any access to the internet.
What happens if I lose power or internet service?
Traditional phone systems and phone lines provide power to the device through the line itself. VoIP does not. VoIP relies on the building’s power supply to power phones and peripherals. Most phones can be powered from a central location via Power over Ethernet technology. If you have any questions about Power over Ethernet, please give us a call. Likewise, in the absence of connectivity to our servers, you will not be able to make phone calls.
Do I need a static IP address to use Adtech's Hosted PBX?
Static IP is NOT required to use Adtech’s Hosted PBX service. For VoIP Trunking, however, we do require you to have a static IP address.
VOIP
How does 911 emergency calling work?
With Adtech’s VoIP Trunking and Hosted PBX services, 911 service works exactly as it would under any other phone service. Simply dial 9-1-1 on your phone and you will be connected to the nearest call center. When you sign up with our service, you provide an address and a main phone number. This is the only outbound number that is configured for 911 service, and it is only configured for that address. If you want to enable 911 capabilities for multiple outbound phone numbers, check our pricing page and call us for more information.
I am a telecommuter to my office. How does 911 work for me?
If your outbound CallerID is the same as that of your office, your 911 calls will appear to come from that location. In order to properly support 911 calling for remote locations, those locations will need to have their own CallerID number and address information. Once this has been configured, 911 calling will work as it would from any standard phone line. Check our pricing page or call us for more details.
Can I use 411 information?
Yes! When you dial 411 from an Adtech VoIP trunk or Hosted PBX service, you will be directed to Microsoft’s BING 411 directory. There is no cost for this service.
Does this service support international dialing?
Adtech’s Hosted PBX and VOIP Trunking services do support international dialing. Our rates are competitive and your calls will be billed on a quarterly basis. Please contact us if you have questions about setting up international service.
I have a fax machine. Can I use it with my VoIP service?
Faxing over VoIP service is not always possible. A lot will depend on the quality of connection you have between your service and Adtech’s servers. Adtech does not support faxing over our VoIP service, however, it can be possible if you are using one of our analog telephony adapters. Some tips to getting faxing to work: set the speed to 9600 bps and set error correction to off. These settings will give you the best chance of success.
What is Call Parking?
Call Parking is a feature of most VoIP phone systems that will allow you to put a call on hold and pick it up at any other extension.
Does your service support selective CallerID blocking?
Adtech’s VoIP Trunking and Hosted PBX services do not currently support selective caller ID blocking. We plan to offer this feature at a later date.
VOIP
How long does it take to get service started?
We can usually get phones and systems provisioned within two business days of your request. If you need to transfer a phone number from your current provider to us or if we need to obtain a new phone number for you, the process will take up to 30 days to complete your order.
Do I need a computer and does it need to be turned on to use VoIP?
No. You do not need a computer and it does not need to be turned on in order to utilize our VoIP service.
Does VoIP service work with satellite internet?
While satellite internet may have the required bandwidth for a VoIP service, the latency (otherwise known as the time it takes for data to get from one side of a connection to the other and back again) is simply too high to provide a good quality, reliable VoIP connection. Adtech’s VoIP service is not supported over any satellite or cellular internet service.
Does the person I am calling need to have VoIP service too?
NO! Adtech’s VoIP Trunk and Hosted PBX services are designed to give you a flexible, low-cost way to get to terminate calls to the public telephone network. You can call anyone in the United States.
Does VoIP service work with appliances such as TiVO or other DVR devices?
Like faxing, Adtech does not support any other types of data connections over our VoIP service. This includes dial-up internet access, faxing, TiVO, DirecTV, and any other dial in access service.
What are your support phone numbers and hours?
For assistance with or questions about Adtech’s VoIP Trunking and Hosted PBX services, call 1-877-455-7777 or 209-541-1111 between the hours of 8:00am – 5:00pm PST Monday through Friday.