ETITEL FAQ

Start receiving calls on your new number instantly. Three simple steps. Choose your number, choose your plan, choose your destination (ip address or phone number) anywhere in the world and press Go. That’s it. You now have a global presence.

  • What is VoIP?-

    • Voice over Internet Protocol (VoIP) is a technology that enables voice transmissions to travel over the Internet, rather than over traditional phone lines. Speech is converted to packets of voice data which are sent. Are you interested in learning more about VoIP and how it can empower your business phone system?
  • What is the difference between analog and VoIP phones?-

    • Analog telephones communicate with one another over traditional copper wires while VoIP phones transfer information via the internet over a broadband internet connection to another phone where the stream of voice data is reassembled into its original form.
  • How do you make calls over a VoIP connection?-

    • The same way you would with an ordinary telephone. The only difference is that you use an IP phone that is plugged into an Ethernet connection instead of a phone jack because the call is made digitally over the internet.
  • What are the benefits of VoIP?-

    • VoIP is much less expensive than traditional phone service, especially in cases of heavy long distance or international calling. It is also far more versatile than analog telephony with features such as voicemail-to-email, find-me/follow-me and simultaneous ring that can be managed from an online interface.
  • Why should I choose VoIP phone service?-

    • Cloud-hosted VoIP telephone solutions were made to partner with business. Not only is VoIP a great way to reduce your bill, it can also provide your company with a range of features that can enhance your customer’s experience and boost productivity. VoIP also makes a great fit for growing businesses, as adding new lines, features and extensions is as easy as clicking a button
  • What are the benefits of ETITEL plans?-

    • At ETITEL, we know that selecting the right business VoIP provider is important for your company. When you sign up with us, you’ll get a reliable service that’s loaded with features all for a price that can save you lots of money over a traditional phone line.
  • What services do you offer?-

    • ETITEL specializes in providing international toll free and local phone numbers in more than 100 countries and connecting millions of international calls every month across our vast and robust phone network. Our phone numbers come with call forwarding and smart features such as a hosted PBX with unlimited extensions, voicemail, fax, time/day call routing, sequential ringing and simultaneous ringing.
  • What types of phone numbers do you offer?-

    • ETITEL offers three types of phone numbers:

      Toll-Free phone numbers that allow your customers to call you at no charge to them. In the US and Canada, a toll-free number begins with the 1-800, 1-866, 1-877, or 1-888 prefix. In the UK, they are 0-800 numbers or 0-808 numbers.

      Local phone numbers assigned to a designated geographic area by an area code or city code.

      National phone numbers that are considered a local call from all cities in a given country, but are not geographically assigned to any specific city. The UK, Spain, and France are examples of countries where national phone numbers are available.
  • How to Get a Toll Free Number? What Is the FCC’s Role?-

    • The FCC regulates and creates the rules under which toll-free numbers can be used or obtained. The FCC requires that toll-free numbers be portable or transferable to different providers, meaning that a toll-free number subscriber can port their number to a new provider when changing toll-free number service providers. The FCC’s rules designate the criteria for determining the status of each toll-free number.

      The FCC, however, is not involved in the day-to-day assignment of toll-free numbers, does not have direct access to the toll-free number database, and cannot provide any information about the status of a toll-free number or a request for a toll-free number. A telephone industry standards-setting organization establishes guidelines for toll-free numbers, and the guidelines must comply with the FCC’s requirements
  • Where can I get a new phone number?-

    • We have phone numbers in many countries and cities.
  • Can callers tell that I’m not physically in the location they’re calling?-

    • The only way your customers will know you're somewhere else is if you tell them.
  • Can I get a vanity phone number?-

    • Yes, if it's an available US toll-free number. Contact us for assistance.
  • Can I transfer my existing toll-free phone numbers to ETITEL?-

    • Yes. We can quickly transfer your toll-free phone numbers so you don't miss any calls. Contact us about transferring (or porting) your existing phone numbers.
  • Can I transfer my ETITEL phone numbers to another carrier?-

    • Yes, after you have paid for service on that number for 90 days, you can port any number to the carrier of your choosing. Be sure to notify us after the transfer is complete to ensure we stop billing you for that number; we are not always notified when numbers are transferred away
  • Do I have to agree to a long-term commitment?-

    • No. You can cancel at any time. We understand that your business phone needs may change over time. However, before you cancel your service, we encourage you to call and speak to one of the helpful representatives to see how ETITEL plans might help your business grow.
  • How many phone numbers can I have on my account?-

    • As many phone numbers as you need. Activate new numbers instantly whenever you need more
  • Do you have call groups?-

    • Yes. We have a Call Groups feature that rings multiple extensions simultaneously. Call groups allow you to create virtual departments within your organization.
  • Can I forward calls to my mobile device?-

    • Yes, our service will allow you to forward calls to your mobile device or any other phone number. This is a simple yet powerful tool that every employee can control from their mobile app or portal.
  • Can I have a professionally recorded business phone greeting?-

    • Yes, you can record any greeting and upload it to your account as a .wav file at any time. Make a professional first impression with our virtual receptionist.
  • Do I really need all of the features that ETITEL plans offer?-

    • Maybe, maybe not. Use whatever you need, and any unused features will still be available should your business requirements change in the future. Get familiar with all our features so you can choose what is best for your company.
  • Do ETITEL plans support extension dialing?-

    • Yes, all ETITEL plans support extension dialing.
  • How do I learn more about the features of ETITEL plans?-

    • When you sign up for any of the ETITEL plans, your cloud-hosted business VoIP phone service comes with a suite of many included features to get the most out of your new phone system. Visit our Features page, which will give you a full run-down of all of our standard features, as well as information on our add-on features. Alternatively, you can also download an info sheet on all of our features here.
  • How do I check my voicemail?-

    • With all ETITEL plans you have several options for how you can check your voicemail and messages.
  • Can I forward calls to multiple phone numbers?-

    • Yes. You can forward calls to multiple phones using simultaneous or sequential ringing.

      Simultaneous ringing forwards calls to multiple phones at the same time. When the call is answered, ringing on all other phones stops.

      Sequential ringing forwards a call to different phones in a pre-determined order. Once the call is answered, the sequence stops. For instance, you might set up a sequence to ring your office phone first, then your mobile phone, then your home phone. Or you might have a larger application, such as different phones within a call center.
  • What kind of call volume can I get?-

    • As much as your phones can handle. Some countries limit the number of incoming calls that can be in progress at the same time.
  • Do you support Interactive Voice Response (IVR)?-

    • Our system allows you to set up custom voice menus that recognize telephone pad inputs or DTMF tones. This way, incoming calls go to the right department or extension. You might also hear IVR referred to as an automated attendant, voice menu, or phone tree. An example of an IVR prompt might be, "Press 1 for Sales Press 2 for Technical Support."
  • How does Time of Day call routing work?-

    • Time of Day call routing allows you to manage your incoming calls based on the time and day of the week. For example, during business hours you can forward your calls to your main call center and to your offshore call center or voice mail during after-hours.
  • How much does service with ETITEL cost?-

    • ETITEL offers a range of plans that allow you to build the best plan to suit the needs of your business. Unlimited national calling extensions start at $39.99 per month. In order to find the best plan for your business, get in touch with one of our representatives for a custom plan. They’ll be happy to show you how you can save lots of money on your business phone costs.
  • What are the different payment options?-

    • ETITEL Billing Portal allows customers to set up and arrange payments for their account through either a credit or debit card online. You can also track payments, see statements and manage the features and services you’re signed up for.
  • What is your per-minute pricing?-

    • ETITEL has several different pricing plans to fit your business. Selecting the correct one for you depends on your level of usage, number of users and other factors. For example, the ETITEL Super Unlimited Plan features a low monthly rate for unlimited calling whereas our Metered Plans offer a low monthly rate making these ideal for less frequently used lines.
  • Are there charges for checking ETITEL voicemails?-

    • No. Actually, you can check messages from anywhere.
  • What kind of commitment do I have to make to use ETITEL plans?-

    • Our customers are usually surprised to find out that ETITEL plans require no annual contracts.
  • Who is ETITEL?-

    • Since 2008, ETITEL has been a leading VoIP service provider focused on delivering premium quality business phone service to growing companies. While the basic business phone service is the core of our offering, we also develop and deliver innovative integration and features to help you work smarter.
  • How do I know that ETITEL plans are a good choice for my business?-

    • Any small-to-mid-sized business with broadband access that is looking for an affordable, flexible and reliable phone system and service a perfect fit for a ETITEL plan. We see ourselves as a partner to helping your business to grow and we’re passionate about what we do.
  • What makes ETITEL different from other VoIP providers?-

    • When you’re comparing VoIP providers, it can sometimes be difficult to tell what makes one company truly stand out from another. However, ETITEL is amongst the fastest-growing providers and we have an winning phone service that we’ve built ourselves from the ground up. We’re also a big believer in giving you the support you need with your VoIP phone service to ensure your company’s success.
  • What safeguards do you have in place to ensure quality service?-

    • We offer several modes of failover routing. For instance, if one PSTN route fails, there are several more to back it up. You also have the ability to set backup ring-to numbers should your primary ring-to number stop working. For customers using SIP forwarding, we offer PSTN backup in case your SIP gateway experiences difficulties.
  • How do you route calls?-

    • We primarily route calls over PSTN, and have failover routing should any of your lines experience problems. We can also route calls to SIP with PSTN backup.
  • Can you forward calls to my SIP device?-

    • Yes. We support G.711 μ-Law and G.729, and can support almost all other codecs in special circumstances.
  • Is ETITEL like Skype or Vonage?-

    • Yes, and no. No, ETITEL offers a much broader array of phone numbers, especially international toll-free. And no, because our network is designed for high-volume business accounts and doesn't require special software. But yes, in that your new phone number acts like a Skype-in number, and your existing phone number acts like a Skype-out number. The difference is in the middle - how those numbers connect.

      ETITEL uses enterprise-grade servers - technically speaking, redundant fiber-based gigabit Ethernet. So unlike Skype and Vonage, which operate on residential-level DSL or cable lines, you won't compete for bandwidth. Finally, while ETITEL does support VoIP calls like Skype and Vonage, we primarily route calls over PSTN phone lines in the interest of quality and reliability.
  • Will you sell or share my information with others?-

    • No, your information will be kept strictly confidential. We take extra measures to protect your sensitive information by restricting access and we encrypt your sensitive personal data.
  • Is there someone I can contact for technical support?-

    • Yes. Refer to our Contact Page for international phone numbers and email addresses.
  • Does ETITEL have internet?-

    • No, we are not an Internet Service Provider (ISP). We are a hosted phone service provider which means that once you have a high-speed Internet connection at your office, our system will work directly with your Internet to make and receive calls.
  • How many business phone lines do I get with your service?-

    • One phone number and as many lines as extensions. You may add lines if your call volumes increase and have overflow callers wait in queues so you never lose any call.
  • Does ETITEL support number porting?-

    • Yes. Porting your both your normal business numbers and toll free numbers to ETITEL may take up to 20 business days, but it will be completed without any service interruptions.
  • Can I choose my own vanity number?-

    • ETITEL does not offer vanity numbers at this time.
  • Do I own my number? Can I keep my number if I cancel?-

    • Yes, you can take any phone number with you to a new provider after having used an ETITEL plan for 90 days.
  • What do I need to use ETITEL hosted PBX?-

    • Though the technology is cutting edge, the installation of your new VoIP business phone is actually very easy. All you need is a high speed internet connection and an IP phone. ETITEL provides free softphones that can be used in conjunction with a headset and a computer. ETITEL VoIP service is cloud-hosted, meaning gone are the days of closets full of equipment. Everything you need for your business phone is hosted in the cloud.
  • Does ETITEL VoIP service replace my phone system?-

    • When you switch your business phone system to ETITEL, you’ll be replacing your old, outdated equipment with latest in VoIP technology. This can free up valuable space in your office by removing the “closet full of wires” and bulky systems. Your new phone system will also give you access to a range of business-class features and mobile capabilities, allowing you more options on how you run your business.
  • How much Internet bandwidth do I need?-

    • When you switch to a VoIP solution for your business phone, you will need to ensure that your Internet connection can handle the amount of traffic appropriately. Each active call with ETITEL requires approximately 64 kbps up/down of bandwidth from a DSL, Cable, Leased Line or Fiber broadband connection.
  • How much technical skill is required to set up and use the service?-

    • You don’t have to be a tech specialist to switch your business phone to VoIP — in fact, you really don’t need any technical experience at all. Your downloaded softphone is preconfigured, ready to make and receive calls, creating a true “plug and play” solution right out of the box. The account settings can easily be administered from our user-friendly online interface.
  • How do I add or use additional business phone features?-

    • Our robust suite of features comes standard with our phone service, giving you a great range and variety of business phone features including call recording, queues etc.
  • If I begin with one business phone plan, am I locked into it?-

    • No. You can upgrade your plan when you need to, depending on what your business requires. Simply find which plan suits you best and speak to one of our friendly representatives.
  • What kind of business phone contracts do these plans require?-

    • None. One of the best things about working with ETITEL is our No Annual Contracts policy. While some other providers may want to lock you into a lengthy contract, or even charge you to leave a contract you no longer want, we don’t feel that helps to foster your success as a company.
  • Why should I choose ETITEL over other Business VoIP providers?-

    • There are a lot of business VoIP providers out there that might be able to meet your basic needs. However, if you want to easily grow and scale your business with powerful features and excellent resources available to help you, ETITEL is the clear choice. After all, we believe that our success relies on your success.
  • How is monthly pricing determined?-

    • Your monthly pricing is based on the type of number you choose. Refer to the Pricing page to see monthly pricing, included minutes, and additional per-minute rates.
  • What if I use more than my monthly minutes?-

    • If you use more than your included monthly minutes, you can buy any of our top up plans instantly online.
  • What payment methods do you accept?-

    • Our preferred method of payment is Visa, MasterCard, American Express, or Discover credit cards. We recommend keeping a backup credit card on file so you won't lose service when your primary credit card expires. We also accept PayPal, wire transfers, and checks; however, these payment types must be manually processed during business hours, and any payment delay could cause your service to be interrupted.
  • Are there taxes, fees, or surcharges added to my monthly rate?-

    • No. There are no hidden fees. Unlike our competitors, ETITEL includes all taxes and fees in the monthly amount shown on our Pricing page.
  • How do I review my billing activity?-

    • Use the ETITEL customer portal to access real-time billing and call reports, including itemized charges for each call.
  • Will I receive a bill in the mail?-

    • No. Our billing system is paperless and accessible in your Online Control Center. Log in to view and print all billing statements and real-time calling reports.
  • Is there someone I can contact for questions about my bill?-

    • Yes. Please refer to our Contact page, or email billing@ETITEL.com
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