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Select a question to view its answer:
How does VOIP work?
Traditionally, a phone conversation is converted into electronic signals that traverse an elaborate network of switches, in a dedicated circuit that lasts the duration of the call. In IP voice communications, a conversation is converted to packets of data that travel over the Internet or private networks (like emails or Web pages) with voice packets getting priority status. The packets get re-assembled and converted to sound on the other end of the call.
Will emergency 911 services be available?
The safety and well-being of our customers is important to us, therefore, the Protocall Communications/CommPartners network is being designed to enable emergency 911 services. However, until E911 is nationwide 911 services are only in the areas where E911 is active.
How will I be billed?
You will receive a electronic billing invoice emailed or mailed to the billing contact you specified on your contract.
Do I need to have broadband in order to utilize VoIP services?
Yes, because our VoIP services are delivered over an IP broadband connection, you do need to have access to a broadband connection in order to receive services. All broadband connections are not created equal it is important to have QoS and a good MOS score on your connection. Just because you have high speed does not mean you have a good Internet connection.
Do I need any sort of special equipment in order to utilize VoIP services?
Many companies will tell you the only equipment you will need in order to utilize VoIP service is a gateway or access device with a firewall/router. While this is basically true, you will need to have QOS on these devices for VoIP to work successfully. Our trained staff will work with you or your IT department to review the equipment you have now and what your network will require for VoIP to be successful.
Can I transfer my telephone number to Protocall?
In many cases you can transfer your existing phone number to Protocall. If your number is eligible for transfer you will need to fill out a "Letter of Authorization" document. This Letter of Authorization gives Protocall permission to transfer your telephone number from your existing phone company to us. After we receive your paperwork, it can take 5–45 business days to have your number transferred depending on the losing carrier. It is not necessary to contact your current phone company to disconnect your service as this will occur when your phone number has been transferred to Protocall. Of course, you will be able to use Protocall phone service with the temporary phone number we have assigned to you until the transfer occurs. There are instances where Protocall cannot transfer your telephone number, generally, this is because we have not added your area code or exchange yet. This situation is changing rapidly as our carrier is adding new area codes on a regular basis.
Can I use my computer while I am on the phone?
Yes, your computer is not required to use VoIP services, however, our service does support Outlook integration and one click dialing from your computer if you so desire.
What is MOS?
Mean Opinion Score (MOS) is a numeric measure of the sound quality of a communication connection. Although the score is subjective it provides a widely-used method to rate the quality of voice communication.
The score is normally between 1 and 5 with 5 being the best. A VoIP simulation that drops below 3.5 is considered poor quality, a measure of 4.2-4.5 is considered good quality.
What is QoS and why is it important?
Quality of Service (QoS) is a networking term that specifies a guaranteed throughput level. On the Internet and in other networks, QoS (Quality of Service) is the idea that transmission rates, error rates, and other characteristics can be measured, improved, and, to some extent, guaranteed in advance. QoS is of particular concern for the continuous transmission of high-bandwidth VoIP and multimedia information. Transmitting this kind of content dependably is difficult in public networks using ordinary "best effort" protocols.
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