Frequently Asked Questions
We are here to help. Here are some answers to get you started.
General
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Sonictel is the fastest-growing cloud-based VoIP phone service provider in the New York Metro and Connecticut area. What sets us apart from others is our boutique-style support.
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Broadsoft™ is a Cisco company and the world's largest provider of cloud communications and data center services.
Getting Started
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Yes, we provide two fully-licensed seats for 30 days. You can use these services free of charge on our App, which runs on your Smartphone or Tablet. While we don’t provide IP desk phones for the free trial, you can connect your own IP phone as desired.
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Typically we have your custom-designed and programmed business phone system running in 7-10 business days. In the event of an emergency, we can have you up and running with our “PBX IN A BOX”, the same or the next day!
Software
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Our ReachUC software has versions that will run on both Windows and Mac computers.
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No, all remote changes are provided free of charge.
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Yes, we provide eFax services, which will enhance your fax experience.
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Yes, however, some older postage machines may need to be updated. Newer postage machines will already have direct Internet connections.
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Yes, however, some older credit card machines may need to be updated. Newer credit card machines already have direct Internet connections.
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Yes, however, most security companies will request/require a POTS (Plain Old Telephone Service) line for your alarm system(s). Some alarm systems will only work with the older POTS line technology. We suggest first speaking with your security company and following their professional advice.
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Yes, each device is registered to a specific address.
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Very little, approximately 80Kbps Up/Down. That is approximately 12 calls per MB. So if you have a typical internet connection speed of 65MB, that would support 780 simultaneous calls.
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Yes, your extension will work the same whether in the same physical location or in another location.
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Yes, your Sonictel Cloud PBX telephone sets and numbers can function anywhere there is high-speed Internet.
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QoS (Quality of Service) Router/Firewall is similar to the router that your cable Internet company provides with many additional features, specifically the prioritizing of voice traffic and email traffic, etc. over other types of Internet traffic such as social media, video, and music streaming etc. This ensures that the most important traffic is always a top priority. We recommend our Sonictel SD-WAN QoS Firewall/Router for offices with 10 or more telephones. If you have a router such as a Sonicwall, Cisco Meraki, etc. that is provided by an IT Consultant Firm, it will most likely have all these features.
Make the Switch
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Yes, you own your local and toll-free telephone numbers and we will port them over to our service.
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Yes, we provide digital phone lines, that will replace your existing POTS lines. Our lines are provided over your existing Internet connection and come with the same and additional features such as star codes and web portal admin. Our customers typically enjoy monthly savings of up to 60% when compared to traditional POTS lines.
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No, and you have many options to choose from:
1. You can share the data wire that currently goes to your computer.
2. Use our wire adapter kit to reuse all your existing telephone wiring.
3. Simply connect your new Sonictel phone to your office or home 2.4 GHz or 5.0 GHz WiFi network.
We’ll be happy to consult and recommend the best connection methods based on your specific needs and budget.
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No, your new phones will be completely functional and installed alongside your old equipment. We'll switch your local and toll-free phone numbers over once you're ready to receive calls on your new phones.
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Yes, we have packages that integrate with most of the leading CRM software services, including Salesforce, Hubspot, Zoho, ACT, Goldmine, and Connectwise.
Mobile App
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Our mobile apps have settings that will let you select Wifi or Cellular, so you can choose the best connection as needed.
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Yes, your app will work while traveling internationally. We suggest connecting via Wifi for free calling or if needed cellular (however your cellphone carrier may charge additional for roaming) to make/receive calls just like if you were in the office.
Support
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You can open a support ticket by emailing help@sonictel.com with your request or visiting our support portal at https://help.sonictel.com
You can also call us local 212-389-1234 or Toll-Free 1-844-SONICTEL (1-844-766-4283). If you are calling from your Sonictel service, dial 611.
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We provide free remote help desk, programming, and ongoing support. On-Site Support is also available under contract or for a fee.
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No, Sonictel does not provide IT services, however, we would be happy to refer you to one of our Certified Partners who provide those services in your area.
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Yes, we provide 24-Hour Emergency Support by calling local 212-389-1234 or Toll-Free 844-SONICTEL (1-844-766-4283). Select “Emergency Support” from the options menu. If you are calling from your Sonictel service, dial 611.
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Yes, Sonictel will come on-site and install your new phone equipment. In addition, we will train you and your staff on the use of your new Cloud PBX services and features.
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Since the Sonictel Cloud is always up, you will never lose a call or message. Calls can go to your mailbox, call forward to an external number, or ring your mobile app or desktop PC.
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Yes, we have national agreements with AT&T and Verizon to provide Internet backup using our Cellular 4G/5G-LTE Service for both voice and data, which includes one Static IP. With Sonictel™ Cellular Backup, your business stays up and running even if your landline Internet circuit drops out.
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No, you can BYOD (bring your own device), however, it must be compatible with our service and will require an initial programming fee to work with our service. Our telephone sets are priced very competitively and guaranteed to work perfectly with our service. We always recommend contacting us before purchasing any equipment to ensure compatibility and pricing.
Service
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Yes, we provide PRI circuits nationwide for existing PBX System trunking. We can provide (DID's) local phone numbers from anywhere in the United States and most countries.
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You do not need a physical desk phone anymore if you choose. Our service will fully work with only your computer and/or mobile apps. In fact, we have some clients who primarily use their apps and computer with a headset.
Billing
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We provide our services on either a month-to-month or a term commitment basis. If you are renting phone equipment, looking to defer any upfront costs, extend service coverage, etc. you may be interested in our term commitments, but it's certainly not required. We're more than happy to earn your business and trust one day at a time.
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Come grow with us by helping local businesses improve their communications.
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We accept all major credit cards, ACH, and wire transfer payments.
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Yes, we have special discounted pricing for schools and nonprofits. Please contact our sales team for more information.
Telecom Terms
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10DLC stands for 10-digit Long Code. Businesses can send sanctioned Application-to-Person (A2P) messages over local phone numbers, also called "long codes".
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Bandwidth has multiple definitions depending on the context. In general, it refers to the amount of data that can be transmitted through a communication channel or medium in a given time period.
Here are some specific definitions of bandwidth:
In computer networking, bandwidth refers to the maximum amount of data that can be transmitted over a network connection in a given time period. It is usually measured in bits per second (bps), kilobits per second (kbps), or megabits per second (Mbps).
In signal processing, bandwidth refers to the range of frequencies that a signal occupies. It is typically measured in hertz (Hz).
In electronics, bandwidth refers to the range of frequencies that a circuit or device can handle without significant distortion or loss of signal strength.
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Broadband refers to high-speed internet access that is capable of transmitting large amounts of data at a fast rate. The exact definition of broadband can vary, but it generally refers to internet connections that have a minimum download speed of 25 megabits per second (Mbps) and a minimum upload speed of 3 Mbps, as defined by the Federal Communications Commission (FCC) in the United States.
Broadband technology can include a range of different types of connections, such as cable, fiber optic, satellite, and wireless.
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A common carrier is a company or entity that offers communication services to the public for a fee. Common carriers typically provide services such as telephone, internet, and cable TV.
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A landline is a type of telephone communication system that uses a physical wire or cable to transmit voice and data signals over a network of copper wires or fiber optic cables. This is in contrast to a wireless or mobile phone, which uses radio waves to communicate with cell towers.
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A network refers to a group of interconnected devices and communication channels that allow for the exchange of data, voice, and video information between two or more endpoints. These endpoints can include phones, computers, routers, servers, and other network devices.
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Roaming refers to the ability of a cellular phone to make and receive calls, send and receive data, and use other mobile services when traveling outside the home network coverage area. Roaming occurs when a subscriber of one mobile network travels to a different geographic location where the home network has no coverage or no roaming agreements with other networks in the area.
When roaming, the subscriber's phone connects to another network, known as a visited network, that has a roaming agreement with the home network. The visited network provides the necessary services to the subscriber, and the home network bills the subscriber for those services. The subscriber may incur additional charges for using mobile services while roaming, such as roaming fees or higher data rates.
Roaming is an important feature for mobile users who frequently travel across different countries and regions, as it enables them to stay connected and use their mobile services while away from home.
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A paging system is a method of broadcasting a message to multiple individuals or devices simultaneously. It is commonly used in public address systems and emergency notifications.
Paging systems can be used for a variety of purposes, such as paging employees in a large facility, broadcasting emergency alerts to a community, or notifying medical professionals of an urgent patient need. They are widely used in healthcare, hospitality, and public safety industries, as well as in commercial settings such as retail stores and warehouses.
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The STIR/SHAKEN is designed to reduce fraudulent robocalls and phone number spoofing. STIR stands for Secure Telephony Identity Revisited. SHAKEN stands for Secure Handling of Asserted information using toKENs.
The FCC adopted rules requiring service providers to deploy a STIR/SHAKEN solution by June 30, 2021.
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VoIP stands for "Voice over Internet Protocol," which is a technology that allows you to make voice calls over the internet rather than through traditional telephone lines. With VoIP, you can make phone calls using a broadband internet connection instead of a regular phone line.