VoIP FAQ

The basics of a VoIP PBX

What is VoIP service?

VoIP stands for Voice over Internet Protocol.  VoIP digitally transmit voice calls over an IP network instead of using traditional analog phone lines. Business VoIP service uses a broadband Internet connections and specially-configured IP phones to place and receive calls.

What is a PBX?

PBX stands for Private Branch Exchange, and generally refers to a business phone system. A PBX system is generally designed to provide features that enhance call control, such as transferring a caller to another extension or conferencing in a 3rd party.

What is a VoIP PBX?

VoIP PBX is a special class of PBX systems that uses voice over IP service to place and receive calls using the Internet. This service is frequently hosted from remote by the 3rd party VoIP provider, in which case it may also be referred to as a hosted VoIP PBX.

What is SIP?

SIP stands for Session Initiation Protocol, a standard protocol used to transmit voice data over the Internet. The servers used by VoIP service providers are commonly referred to as SIP servers, and the phones used by customers are commonly referred to as SIP phones.

What is a VoIP phone?

A VoIP phone is a specially-configured phone that places and receives calls over the Internet instead of over traditional analog phone lines.

What is e911?

e911, or enhanced 911, is a telecommunications system that pairs a phone number with a physical address for the purpose of directing emergency dispatch calls to the nearest Public Safety Answering Point (PSAP). Since VoIP phones and phone numbers are not tied to a physical address, VoIP implementations require that users register phones and update the location of each phone if it is moved to a new address.

Why MPC: What an MPC VoIP PBX can do for your business

Can MPC save me money right away?

MPC VoIP service is specially designed to start saving you money from your initial investment. Since we host the servers that manage your VoIP PBX, the only equipment you need to purchase to get started are the VoIP phones which we supply. These phones connect directly to a broadband Internet connection and provide dial tone within minutes.

Can MPC save me money down the road?

In the short term, you will probably save on your monthly phone bills with flat rate unlimited domestic calling and low cost international calls. In the long term, a hosted VoIP PBX saves you money on call switching equipment that requires maintenance, upgrades and eventual replacement.

Can MPC grow with my business?

MPC provides a fully-scalable business VoIP solution. This means that you can add lines and VoIP phones at any time without penalty, and MPC gives you the flexibility to ensure that you never pay for something you don’t need.  We are also constantly adding cutting edge features and keeping you ahead of the curve with the latest phone system technology.

Can MPC protect my business?

Hosted VoIP service from MPC is backed by extensive call switching server. The top-of-the-line equipment hosting your VoIP PBX is kept in a secure co-location facility, ensuring your call data, settings, and continued business operation is protected from natural disasters and local power grid failures.

Can MPC link my business’s remote offices and telecommuters?

A hosted VoIP PBX can easily link together your remote or home offices as though they were in the same building. By switching calls through the Internet instead of physical phone wiring, users can seamlessly receive calls, transfer callers to another extension, conference in another user, and much more, even if your offices are separated by thousands of miles.

Can I reach a technical person if I need help?

If you need help configuring your VoIP PBX or experience any issues while using the service, a technical support representative can be reached at 800-477-1477 ext 2.  Our front line support staff works closely with the network engineers who design and maintain your service.

An auto attendant is a pre-recorded professional greeting that welcomes your callers and directs them to the appropriate PBX extension on your phone system. With MPC service, your auto attendant greeting is fully customizable. You may make new recordings at any time over the phone, or upload a new greeting through your WebLINK Internet Control Panel.

What are ACD and call queue?

ACD stands for automatic call distribution, and refers to the ability of a PBX to forward incoming calls using pre-set rules. With MPC service, these rules include ringing a group of phones simultaneously, sequentially, round-robin, and more. Call queue is a feature which allows your callers to wait for the next available representative in the event that all are on a call. Queued callers will hear hold music instead of being directed to voicemail.

What is unified messaging?

Unified messaging is the funneling of all channels of messages into a single place in order to simplify communication.  MPC allows you to consolidate your voicemail and faxes with your email messages.   An email alert item is created every time a voicemail or fax is received by your phone system. We send this alert to the email address(es) associated with the appropriate extension, along with a file attachment containing the voicemail or fax contents in mp3 or PDF format.

What is WebLINK?

WebLINK is a customizable Internet control panel that allows you to check messages, change settings, update account information, add new phones and users, pull in-depth call reports, and more.

What are call reports?

Call reports are easy-to-read breakdowns of the call traffic activity that takes place on your PBX system. This detailed call information is provided through the system administrator’s WebLINK Internet Control Panel. Call traffic is represented both graphically and in plain text, and can be filtered and sorted to view only missed calls, calls within a specified range of dates, or calls that came to a selection of extensions.

What is Outlook integration?

Outlook integration is the ability to quickly call your common contacts directly from Microsoft Office Outlook. We provide a free Outlook software add-in that allows you to right-click on a contact from within Outlook and choose a phone number you have pre-configured for that contact. Your Polycom VoIP phone will ring and once answered will immediately ring out to the phone number you chose.

What is a softphone?

A softphone is software that allows you to use a computer to emulate many of the features available through your IP phone. Users can download CounterPath’s X-Lite 3.0 softphone for free. This program appears as a phone dialing console complete with graphical display and can be used with microphone and speakers to place and receive calls in place of your Polycom VoIP phone.

What is voicemail transcription?

Business VoIP solutions in an office setting typically require a broadband Internet connection in order to ensure professional call quality. MPC, with its metropolitan IP network is uniquely able to provide Internet connections that are well suited for hosted telephone service.  Our connections are fast, dedicated to a single company, and symmetric…which means you can send data as quickly as you receive data.  Internet connections such as dial-up or low end DSL connections can cause problems when experiencing high call traffic. As part of our free consultation, MPC can perform a simple speed test diagnostic to determine your VoIP capacity.

What happens if I lose my Internet connection?

In the event that you temporarily lose your Internet connection, you will be unable to receive or place calls using your VoIP phones. If possible, we recommend contacting a technical support representative at 1-800-477-1477 ext. 2 to have your forwarded calls re-routed until your Internet connection can be restored. This re-routing can also be done through your WebLINK Internet Control Panel.  Of course, if you use MPC for your Internet connection, our network is fully redundant, so outages are very rare.

Can I have an MPC phone system tailored to my business needs?

Our experienced team of certified networking specialists have a proven track record of delivering highly customized telecommunications solutions. If you have a specialized request for your VoIP PBX system, please sign up to receive a free consultation. As a part of your consultation, we will examine your custom request and look to provide you with an implementation timeline.

Can a MPC phone system connect my multiple physical locations?

One of the main advantages of a VoIP solution for your business PBX is that your phone system is not tied to any physical location. Since all call switching happens over the Internet, your PBX system can be dispersed across several offices all over the nation. This linking of remote offices is completely transparent to your callers, to whom you appear as one large centralized office.

Can I transfer (‘port’) my existing business numbers to my MPC service?

Yes. Whether you wish to transfer local area or toll free numbers, we can provide you with the simple forms necessary to have your existing carrier release these numbers to us so that we may apply them to your MPC VoIP service. This transfer can take up to 30 days to process and is subject to the terms and conditions you have with your existing carrier.

Do I need to switch over all of my employees to MPC at once?

No. Since MPC is a scalable hosted VoIP PBX, you do not need to implement a company-wide phone system change all at once. In some cases, administrators of larger companies find it easier to transition a handful of individuals, departments, or offices at a time. For more information on the best deployment strategy for your business, please contact us for a free consultation.

What eqipment do I need to get started?

MPC hosted VoIP PBX requires a high-speed broadband Internet connection and VoIP phones from Polycom. The Polycom SoundPoint IP family is well integrated with MPC VoIP service and is available directly from MPC at a low cost. No additional call switching, server equipment, or PBX wiring is required.

How do I add new VoIP phones to my MPC service?

When you are ready to add new VoIP phones to your service, please contact a technical support representative at 1-800-477-1477 ext. 2. This representative can take your order and have phones shipped to the desired location. Once the phones arrive, please contact a technical support representative once more to quickly walk through the phone activation process and ensure that we have appropriate e911 data.

How do I change my settings for my MPC service?

Changing the PBX settings for your service can be done through your WebLINK Internet Control Panel. You may log in to this secure web console with your main business number, your user name (email address), and password. From within WebLINK Internet Control Panel, go to the Settings tab for system changes or the Account tab for billing and contact information changes.

How do I add new users to my MPC service?

To add a new user to your service, first log in to your  WebLINK Internet Control Panel. From the WebLINK home screen, click Add User. This will display a full list of all users currently on your PBX system. Click Add New User and fill in the user’s display name, email address, extension, password, and user type. When finished, click Update.

How do I check my MPC voicemail?

To check voicemail online, log in to your WebLINK Internet Control Pane. To check your voicemail through most Polycom VoIP phones, simply press the Messages key. If using a Polycom 330 VoIP phone, instead access your messages by pressing Menu > Features > Messages.

How do I change my WebLINK password?