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Faq
  1. What is Unified Communications?
  2. What does Broadcore do?
  3. How does Broadcore Hosted Unified Communications work
  4. What are the benefits of using Broadcore Hosted Unified Commutation?
  5. How does Broadcore’s solution differ from other VOIP phone system solutions on the market?
  6. What kind of savings can my company expect with Hosted Unified Communications?
  7. Who manages this Hosted Unified Communications service?
  8. What service components are associated with Broadcore Hosted Unified Communications?
  9. What is the difference between voice mail and hosted Unified Communications Unified Messaging?
  10. How is the voice quality?
  11. What phones does Broadcore Hosted support?
  12. What about E-911, and Local Numbering Plans that goes along with offering a complete Hosted Unified Communications solution?
  13. What kinds of reports are available to end-users to manage this Hosted Unified Communication service?
  14. Does broadcore support Toll-Free Service?
  15. Does Broadcore provide call accounting codes and billing codes with its telephony service?
  16. How secure is Broadcore’s Hosted Unified Communications security?
  17. Is Broadcore’s Hosted Unified Communications redundant and possess fail-over capabilities?
  18. What happens to hosted Unified Communications voice quality when several users are making calls, and several others are making large data transfers?
  19. What if a customer has a firewall? How would it work with Hosted UC?
  20. In case of failure of any component, is there any impact on Hosted Unified Communications service?
  21. How do we know if our company is a good fit for Broadcore Hosted UC?
  22. What does my organization need to do to get ready for Hosted UC?
  23. Is Local Number Portability (LNP) available?
  24. Once I sign up, how long will it take my company to get up and running on Hosted PBX?
  25. What is the default Conference Bridge Capacity
  26. Can I Keep My Existing Telephone Numbers?
  27. Can Your Hosted UC Service Scale to Fit Our Growing Company?
  28. Do remote users utilize any of our T1 usage ?
  29. Do you offer Service Level Assurances?
  30. Does Broadcore support click to dial on a web based directory?
  31. Does Broadcore support Salesforce.com integration?
  32. Does Broadcore Support Soft Phone capability?
  33. How difficult is it to install the Broadcore system?
  34. How does Broadcore deliver services?
  35. What is the role of our internal IT staff and how will Broadcore work for them?
  36. What Codec does Broadcore use?
  37. What if I have multiple office locations?
  38. What if the IP network fails? My LAN goes down routinely, am I ready for Broadcore?
  39. What is the default Conference Bridge Capacity?
  40. Who does my Moves/Adds/Changes?
  41. Can I change my Music on Hold (MOH) ?
  42. Can I use a Headset?
  43. Does Broadcore Support Outlook Integration?
  44. How do I reach Customer Support?
  45. How do I setup a Conference bridge?
  46. How the heck do I use this phone?
  47. Does Broadcore offer Training?
  48. Does Broadcore Provide Direct Inward Dial (DID) nubmers?
  49. Does you service include overhead Paging?
  50. What will my clients see on their caller ID when I call them?
  51. Does Broadcore offer Wireless Phones?
  52. Can I upload my own Music on Hold (MOH) for each person?
  53. I operate more than one company with all staff working at all the companies, can I have Music on Hold (MOH) for each company?
  54. Does Broadcore offer Video Phones?
  55. If I lose power will my phones go down?
  56. What happens if Broadcore loses power?
  57. What happens if the Broadcore facilities are impacted by a natural disaster (flood, fire, earthquake, and tornado)?
  58. Is the voice quality as good as I’d get from my PBX?
  59. How is Voice Quality of Service (QoS) guaranteed?
  60. What Type of Features and Functionality are Included with the Service
  61. I have remote Employees working from home, will Broadcore support it?
  62. What is Feature Access Codes
  63. Are my calls secure? Can people listen in on them?
  64. Will Broadcore replace my local, Long distance and international carrier?
  65. How do I reset a Web Portal Login password?
  66. How do I reset a Voice mail password?
  67. How do I Setup my Voicemail greeting or setup alternate greetings
  68. Can I disable music on hold so that if I place a call on hold the other parties in a conference not hear Music
  69. What is an ATA?
  70. What is Broadcore's CPNI policy?
  71. What is SIP?

  1. What is Unified Communications?
    Unified Communications is a flexible, adaptive new approach to make information available when it’s needed by integrating communications into business processes. A unified communications solution may include elements of telephony, Messaging, Presence, Conferencing, Mobility, and video calling across multiple devices with a consistent user experience.

  2. What does Broadcore do?
    Broadcore remotely delivers and manages selected Unified Communications services using shared resources enabling customers to consolidate and outsource much of their communications needs for a predictable recurring fee. Unlike premises-based solutions, hosted UC solutions require no hardware to provision, no software to buy, install or configure, and no expensive training for in-house support staff. What’s more, Broadcore’s Hosted Unified Communications services provide centralized management and control that allows users and administrators to perform their own moves, adds, and changes from a web browser.

  3. How does Broadcore Hosted Unified Communications work?
    Broadcore uses the Session Initiation Protocol (SIP) open standard to deliver its hosted communications services through highly reliable converged broadband access designs to optimize real-time communications such as voice and video for guaranteed availability and quality.
    Broadcore’s IP telephony solution uses Voice over Internet Protocol to establish telephone calls. This method digitizes voice and transmits in digital packets rather than using traditional circuit-committed protocols of the public switched telephone network (PSTN). Every VoIP telephone has a unique IP Address. Thus Hosted Unified Communications translates the public phone network to an IP address. When a phone number is dialed, the Hosted Unified Communications switch looks up the IP address and delivers the call to the VoIP telephone.
    One of the most significant differences with VoIP, as compared to PSTN, is that backbone-trunking resources are not assigned in a dedicated, predictable manner to support a voice call. Instead, trunk bandwidth for a VoIP telephone conversation is assigned on a dynamic, as needed basis, via packet switching.

  4. What are the benefits of using Broadcore Hosted Unified Commutation?
    Broadcore’s hosted UC solution provides a full communications service without the need for network hardware or application software purchases. This results in significantly lowered cost of initial deployment and upgrades as a business switches its communications services to a hosted UC service.
    Broadcore’s Hosted Unified Communications services allow businesses and multi-site enterprises to gain control over their communications expenses and avoid difficulties associated with management of dispersed communications systems.  Broadcore has all the features and functions of a very robust IP-Unified Communications system, yet it offers better value then other solutions on the market today.
    By deploying the hosted model, businesses can focus on their core business objectives instead of getting involved in the ‘business’ of communications technologies for their employees. Broadcore provides start-to-finish expertise for assessment, deployment, and maintenance of the communications needs of its clients so that they can focus on their revenue generating operations without the need to hire and retain additional support and operation staff for Customer Premises Equipment (CPE) and applications.

  5. How does Broadcore’s solution differ from other VoIP phone system solutions on the market?
    Broadcore is a national provider of business-class hosted unified communications services. Through an extensible and highly scalable IP communications system, Broadcore offers a comprehensive suite of carrier-grade Unified Communications solutions suitable for its business and enterprise clients.
    By partnering with the best in the telecommunications industry, Broadcore offers its business clients enterprise level broadband IP connectivity solutions that fit their critical business processes. Broadcore’s highly reliable converged broadband access designs optimize real-time communications such as voice and video for guaranteed availability and quality.
    Broadcore delivers its Hosted UC services from servers housed in highly secure, geographically redundant data centers containing fault-tolerant servers that are load-balanced from server to server. In the unlikely event that one data center is unavailable, communications traffic is automatically routed to other data centers, ensuring business continuity and minimum disruption to business operations.
    Broadcore remotely delivers and manages its business communications services using shared resources enabling customers to consolidate much of their communications needs for a predictable recurring fee. Unlike premises-based solutions, Broadcore’s hosted UC solutions require no hardware to provision, no software to buy, install or configure, and no expensive training for in-house support staff.
    Broadcore’s highly trained implementation teams deploy hosted UC services for multiple businesses on a monthly basis. Through repetition, they have established process-led, repeatable implementation workflows resulting in more successful and timely deployments.

  6. What kind of savings can my company expect with Hosted Unified Communications?
    Broadcore’s hosted UC solution provides a full communications service without the need for network hardware or application software purchases. This results in significantly lowered cost of initial deployment and upgrades as a business switches its communications services to a hosted UC service. This advantage is particularly pronounced for setting up contact centers. According to the Yankee Group, hosted call centers save up to 45% of the total cost of ownership over premises-based solutions. Additionally, unlike premises-based solutions, hosted solutions require no additional technology investments for upgrading and adding new features.
    The savings for each organization may vary based on a number of factors, size of organization, length of contract, and type of mission critical business processes. Please contact a Sales Executive at for a return-on-investment (ROI) analysis by calling (800) 942-4700 — option 2. 

  7. Who manages this Hosted Unified Communications service?
    From the pre-sales stage, through deployment, engineering, and ongoing support, Broadcore’s teams of trained professionals take care of it all. Broadcore does not outsource customer support and operates its own support organization with all trained Broadcore employees who provide informed, efficient, fast yet attentive and courteous customer service.
    Broadcore’s support analysts possess the required knowledge and resources to take action and are easily accessible without lengthy wait times and a maze of automated attendant options and trees. Support analysts who first answer customer calls are able to address and resolve most issues right there on the spot. If the call needs to be escalated, rather then passing the customer to another group, the original support analyst takes ownership of the case, escalates the case to higher tiers, remains the point of contact, and proactively keeps the customer informed for the entire life of the case. Broadcore provides an administration Web Portal, which will allow organizations to perform moves, adds, or changes for any user. Maintaining a company directory, administering hunt groups, or changing a user profile is all possible through the always on web portal.

  8. What service components are associated with Broadcore Hosted Unified Communications?
    Broadcore Hosted Unified Communications provides IP Telephony, Instant Messaging, Unified Messaging, Presence or the ability to view coworkers’ real-time status, conferencing, Mobility, and video calling. The solutions provide unlimited usage including unlimited calls in US and Canada.

  9. What is the difference between voice mail and hosted Unified Communications Unified Messaging?
    Standard voice mail solution is hosted and accessed though your phone keys as most systems work today,  whereas Unified Messaging allows voicemails to be accessed either through the telephone interface or through the email application interface. With Unified Messaging, users can ‘see’  who called them and listen to their voice messages on their PC.

  10. How is the voice quality?
    By partnering with the best in the telecommunications industry, Broadcore offers its business clients enterprise level broadband IP connectivity solutions that fit their critical business processes.  Broadcore’s highly reliable converged broadband access designs optimize real-time communications such as voice and video for guaranteed availability and quality.
    Broadcore’s IP-based infrastructure coupled with Polycom IP telephones deliver High Definition (HD) voice using a wideband technology to deliver a deeper clarity and better audio experience. HD Voice represents the next wave in IP telephony, showing customers that Voice over Internet Protocol (VoIP) quality can be vastly superior to that of traditional public telephone network. VoIP provides a new network dynamic to deliver a broader spectrum for voice communication and dramatically improve the user experience.

  11. What phones does Broadcore Hosted support?
    Broadcore uses the open Standard Session Initiation Protocol (SIP) to deliver its IP telephony solution. Broadcore has performed interoperability tests with a wide range of business SIP telephones. Due to its superior audio quality, rich feature set, and tight integration, Broadcore features Polycom’s family of SoundPoint and  SoundStation IP phones which leverage the capabilities of SIP-based VoIP networks to deliver breakthrough voice quality and advanced features that make calls more efficient and productive.

  12. What about E-911, and Local Numbering Plans that goes along with offering a complete Hosted Unified Communications solution?
    Broadcore Hosted Unified Communications offers E911. Our e-911 solution has unique capabilities that, for example, address the situation in which a business has multiple locations all served by the hosted service but the business has moved a phone number from one location to another. Since 911 requires the call to be routed to the Public Safety Answering Point (PSAP) associated with the physical location, end users are responsible for calling into our support center or logging into a Broadcore Web Portal to register their new 91 address to ensure the 911 call is routed to the correct PSAP with the correct phone number. At Broadcore, we provide safe and reliable means of communications in times of emergencies. Because your safety is important to us, we've implemented a way for each end-user customer to register their current location by filling out a short on-line form. The user location is then automatically updated. En- users are responsible to update this form, whenever they use Broadcore service at a new address. Here’s another example that demonstrates that what we can do with IP is much better than what a business gets with a traditional PBX solution. As far as a local numbering plan, each phone will have a specific DID that does not need to be published in a public directory. In other words, only the customer’s main number needs to be published.  Various-digit dialing plan is available for internal extension dialing, depending on your organization’s needs.

  13. What kinds of reports are available to end-users to manage this Hosted Unified Communication service?
    The Broadcore Group Web Portal provides your users with a report that allows them to view each phone number and the services assigned and provisioned to that phone number. Every time a change is made to a hosted Unified Communications account, the report is automatically updated and can be viewed from any Internet connection.

  14. Does broadcore support Toll-Free Service?
    You’ll be able to keep your Toll-Free numbers or obtain new toll free numbers. It will be treated as another DID number on the hosted Unified Communications service.

  15. Does Broadcore provide call accounting codes and billing codes with its telephony service?
    Broadcore has the ability to assign as many accounting codes as you like, based on users, projects, and clients. At the end of the billing cycle, these calls can be separated out by account/billing code, so you
    know where these calls are to be charged.

  16. How secure is Broadcore’s Hosted Unified Communications security?
    The hosted communications servers are fully secured in collocation facilities and access is controlled by password and login. Traditional phone tapping methods are not applicable to VoIP.

  17. Is Broadcore’s Hosted Unified Communications redundant and possess fail-over capabilities?
    Broadcore Hosted Unified Communications is a redundant, carrier-grade system offering the same or better reliability as your traditional phone company. Our Hosted Unified Communications system quality begins with the implementation of the Broadsoft switching platform. Our Hosted Unified Communications system is built with redundant network servers and redundant internet and power in hardened carrier quality collocation facilities. We then increased our redundancy by creating two separate switching centers that are fully redundant and mirrored, so that any natural disaster at one site will not bring our hosted Unified Communications system down.

  18. What happens to hosted Unified Communications voice quality when several users are making calls, and several others are making large data transfers?
    Broadcore’s highly reliable converged broadband access designs optimize real-time communications such as voice and video for guaranteed availability and quality. Broadcore’s broadband access designs prioritize voice over any non-real-time application to ensure voice quality.

  19. What if a customer has a firewall? How would it work with Hosted UC?
    There are multiple approaches for delivering IP telephony while keeping a firewall intact. The solution operates outside of the firewall and can utilize a Network Address Translation (NAT) that only allows voice calls to the specific IP addresses through the firewall.

  20. In case of failure of any component, is there any impact on Hosted Unified Communications service?
    Broadcore Hosted Unified Communications system is highly redundant and has carrier grade uptime. Failures typically occur in the last mile of the VOIP network, with your ISP or local LAN. Broadcore can assist you to engineer redundant IP networks and also provide failover to local PSTN services. Extensive network monitoring ensures that any local failures (for example, phones or LANs) are immediately reported to our Hosted Unified Communications network operations center (NOC) when they do occur.

  21. How do we know if our company is a good fit for Broadcore Hosted UC?
    If your company workload is focused around the telephone, Broadcore Hosted Unified Communications could help you significantly improve your telecommunications efficiency and your bottom line. In addition, if your company has telecommuters and remote offices functioning in the same communications environment as headquarters, then your company is a good fit for hosted UC. Companies operating in industries such as financial services, legal services, travel agencies, real estate offices, government, and higher-education organizations can also benefit from using Broadcore Hosted UC.

  22. What does my organization need to do to get ready for Hosted UC?
    Your company should perform a qualification/provisioning checklist to determine what specifically will be needed, including selecting the most appropriate service packages for the business. Once this is complete, you may only need new phones, or you may need additional cabling, a router and VOIP phones.

  23. Is Local Number Portability (LNP) available?
    LNP is available in most areas. If the service is moving from a competitive carrier, then LNP will be used to migrate the phone numbers to our network. The DIDs must be ported to the hosted system.

  24. Once I sign up, how long will it take my company to get up and running on Hosted PBX?
    Typically, the amount of time needed to get your hosted Unified Communications running depends on your current bandwidth, whether LNP is required (from another service provider), whether cabling upgrades are required, and a number of other factors. However, you can generally expect that the service, from the time the order is submitted to the time you have dial tone and training, to be between one to four weeks to complete.

  25. What is the default Conference Bridge Capacity
    By Default, every Group has a 6-Party Conference Group Capacity which can be increased. Contact Broadcore Support to increase Conference Bridge Capacity.

  26. Can I Keep My Existing Telephone Numbers?
    Yes, you can port your existing telephone numbers to our service. It generally takes 14 to 21 days to port your phone numbers to broadcore,  however we can assign you a temporary number to get you up and running immediately. There is no charge for porting. We just sort out where you want the number to ring.

  27. Can Your Hosted UC Service Scale to Fit Our Growing Company?
    Yes.We offer service from as little as a few users into the thousands. Broadcore Hosted PBX service is built on a platform that allows your company to grow either one user at a time or by adding new offices with hundreds of users. The technology and functionality and can meet the needs of any sized enterprise, across one or multiple locations.

  28. Do remote users utilize any of our T1 usage ?
    No, since remote users are using their Broadband connection connecting to the Broadcore system in the 'cloud,' bandwidth utilization is not affected at your office facility.

  29. Do you offer Service Level Assurances?
    Yes, If Broadcore supplies broadband access then we can offer an SLA that covers packet delivery, network latency, call success and jitter. Broadcore service is so reliable that for ALL customers we offer an SLA for network uptime.

  30. Does Broadcore support click to dial on a web based directory?
    Yes. We have a few solutions for this.
    1. Internet Explorer. This features gives you the ability to highlight any phone number on any web page, right click and dial. This would require Broadcore assistant toolbar using Internet Explorer.
    2. Outlook Contacts. With this feature, you can click on your outlook contacts and click Dial Contact, And your telephone automatically connects. This would require Broadcore assistant toolbar using Internet Explorer.
    3. SalesForce.com. This allows you to dial directly from your SalesForce.com account and maintain records with notes for all calls.
    4. ACT! Yep, we even offer ACT! integration. It just takes a phone call to our Inside Sales Department. 1-800-942-4700 - Option 2

  31. Does Broadcore support Salesforce.com integration?
    Yes We support Full Salesforce.com integration.
    Go to: Salesforce info
    If that doesn't asnwer all your questions, call customer service at 611.

  32. Does Broadcore Support Soft Phone capability?
    Yes, Broadcore supports
    Softphones.We have conducted interoperability tests with CounterPath, the makers X-Lite and eyeBeam. Click Here to Learn more.

  33. How difficult is it to install the Broadcore system?
    Broadcore  Unified Communication is a Hosted UC It is very easy to install. All phones are programmed when they arrived at your office. All you have to do is unpack them and plug them in. You may also get a fully programmed router from us. And it's ready once you plug it in. Broadcore can also provide full install services in many parts of the world.

  34. How does Broadcore deliver services?
    All of our business services run over our private managed connections with Quality of Service (QoS). QoS means that we have the controls in place to prioritize your voice data packets and make sure they arrive sequentially and at just the right times. Vonage and Skype are best efforts based, which means when the Internet line is congested, voice packets may have trouble reaching your recipient at the right time. That leads to echo, jitter and lag time. The Broadcore business-grade service does not run over the public Internet, and is managed at all times to ensure crisp call quality.
     And with really cool HD audio phones, you'll be asking people to stand back from your bubble even if they are in your Dallas office and you are in HQ in Los Angeles.

  35. What is the role of our internal IT staff and how will Broadcore work for them?
    Once you order Hosted UNIFIED COMMUNICATION service, Broadcore will contact your technical staff to confirm the details for setting up the service. You will have your own UNIFIED COMMUNICATION administration Web Portal account which will allow your staff to perform administration, such as moves, adds, changes for any user, maintaining a company directory, and administering Auto Call Distributions (ACDs.) From an operator’s perspective, this is very much like owning an in-house system, without the difficulties of managing physical equipment. Since this Web-based Portal interface is also hosted in the Broadcore Network, the administrator can manage a remote office, or work on changes from home or anywhere he or she has access to an Internet connection. You can’t do this with an in-house PBX system, and the Broadcore interface is much easier and intuitive to use than any traditional PBX (or IP-PBX) on the market. And we are on call from 8am to 5pm PT Monday through Friday to assist you in learning and administering your system.

  36. What Codec does Broadcore use?
    Broadcore uses G729 codec compression  which uses about 32k per call.
    We also use G722 for HD audio phones at 90k per call. This is like stand-back-your-in-my-bubble-super-sweet 
    HD audio. You'll want to hear this. Call us to set up an appointment to come by our office or we can bring it to you.
    We do support G711 for kicks at 90k per call, and's not as common.

  37. What if I have multiple office locations?
    With standard premises-based PBX platforms, implementing a system with multiple sites can be an operational nightmare. Broadcore's Hosted VoIP Services is much simpler because all of the PBX “brains” are in our network core, so location doesn’t matter. Setting up a new site is really just a matter of adding the proper broadband connectivity and adding IP phones to the LAN.
    Phones at the separate sites will appear on the same network as if a WAN connection is added, meaning that calls are effectively placed over the same network. In this situation there is no toll costs between locations and calls to the remote site can be made with 4 digit dialing.
    At setup we also have the option to have separate or combined bills for the locations.

  38. What if the IP network fails? My LAN goes down routinely, am I ready for Broadcore?
    Not yet. Prior to implementing Broadcore Unified Communications Solution we Discuss LAN assessment to determine the degree to which your network is  "VoIP-ready." If we find deficiencies, we will make you recommendations. The appropriate upgrades should be implemented by either your company or Broadcore  before the Broadcore installation.
    If for some reason your LAN network does go down after Broadcore has been implemented, there is help. For example, if there’s an incident where someone cuts the cable outside your office, your local phones will be out of service, but we can forward calls to your cell phones, or remote agents  and your business can keep going.

  39. What is the default Conference Bridge Capacity?
    By Default, every Group has a 6-Party Conference Group Capacity which can be increased. Contact Broadcore Support to increase Conference bridge Capacity

  40. Who does my Moves/Adds/Changes?
    You are in the driver's seat of Moves/Adds/Changes. In the beginning of your Broadcore experience we set it all up for you like a full service boutique.
    And then we train your administrator in whatever they need. And when a holiday comes along and you need to close up shop, we'll train them at that time. And when it's time to change the music,we'll train them in that. Then you grow and need a face lift, we'll help as much as we need to.
    So you know, the equipment is located in our network, but you have access to an intuitive web portal to make all the moves, adds, and changes for your employees. You can access it from your traditional office setting or if you prefer the beach. Just anywhere you find yourself with internet. Sometimes sand between the keys
    There’s no need to rewire or change punchdowns when someone changes offices. Employees can quickly move offices just by disconnecting their phone from one office and plugging it into another. The configuration of the phone will go with the phone, not the cabling. 
    Also, we offer free online training for group administrators so there's no guessing about how to make those moves, adds, and changes.

  41. Can I change my Music on Hold (MOH) ?
    Broadcore allows the group administrator to upload an audio file, which is a .wav file containing music or advertising, onto the system that is to be played for callers on hold. This service can be used in conjunction with the Call Hold, and Call Park, and Camp services. Music On Hold for Call Centers is enabled and selected separately for each Call Center. You are responsible for securing the copyright for material you use.

    How To:

    You must convert the file to the correct type of .wav file and then upload it.
    You can use any software you choose to do this. You can use Audacity (free software) or XP's sound recorder. Save the file as CCITT u-law.
    Log into login.broadcore.com as the group administrator.  Click on "Services", then "Music/Video On Hold." Then browse, find the file. And click Ok or Apply.
    For a detailed user guide for using Audacity, call 611 and we can email it to you.

  42. Can I use a Headset?
    Absolutely.  We can make some recommendations based on your phone model. We have wired and wireless solutions. Call our Inside Sales Department at 800-942-4700 X2

  43. Does Broadcore Support Outlook Integration?
    Yes. Outlook Integration enables you to integrate your contacts in Microsoft Outlook with your Broadcore phone. 
    You need to have the Outlook Toolbar or Enterprise Assistant.  (one license and one software download, installed.)
    From outlook, single click on the desired contact to highlight it. Then in the outlook toolbar click Dial and choose the Business or Mobile. And your phone will go off hook to speakerphone or to headset automatically.
    More Info:
    Go to Broadcore Support Page for instructions and outlook integration software download.

  44. How do I reach Customer Support?
    You can contact us at support@broadcore.com, orby dialing 611 directly from your Broadore phone. Lastly you can also reach us by dialing (800) 942-4700.
    We are open 6am-5pm Pacific Time Monday thru Friday.
    If you have an emergency outside business hours, please call us and follow the emergency prompts. Email is not responded to outside of business hours.

  45. How do I setup a Conference bridge?
    Conference bridges are used by group members to set up, monitor, and participant in teleconferences for internal and external participants. You are assigned a conference bridge number with a specific number of ports or seats. You may find instructions here: Conference Bridge

  46. How the heck do I use this phone?
    There are lots of ways to learn. What's your style?
    Attend an online training.
    Read the user guide.
    Touch all the buttons.
    Stare at the phone and hope it speaks to you.
    I recommend the first two ideas. The second two could be sketchy.
    Attend an online training.
    We offer over-the-phone Training on Tuesdays at 11:00 am PT. Just call from your phone and we'll answer all your "how do I...?" questions. We cover making and receiving calls, voicemail, transfer, three-way calling, etc. This is very effective if you are looking at your Broadcore phone. If your phone is still in the box, then it's just a nice lady talking. Email training@broadcore.com for details.
    Read the user guide.
    What a novel idea. You can review it online and save paper or print it out and keep it at your desk. You can find out your phone model by pressing Menu, 2, 1, 1. Then go to Broadcore Support Page Then find the guide for your model phone.
    Touch all the buttons.
    I don't really recommend this, but it works for some people. You can be deliberate about it. You might want to test it out with someone nice before you transfer a customer to the space station.
    Also there are a few features on the phone that are duplicate features, but are better performed with alternate methods. I'd like to make you aware of it, but if you are they type to just figure it out on your own, you won't be reading this entry. Broadcore Support Page.
     Stare at the phone and hope it speaks to you.
    I've tried this. And it almost never works. Unless someone calls me who knows, then it's a great idea. Try dialing 611 and asking one of our friendly customer service reps for help.

  47. Does Broadcore offer Training?
    For years, Broadcore has been offering free online training. We find it to be the most effective way to train customers. You'll be using the phone in your office, so we find this to be the most supportive place for you to learn. You just call in and log on.

    We have free online and over the phone training every week. Simply email training@broadcore.com or call 611 from your Broadcore phone for the current schedule.
    Our trainers can talk you through it all, answer your questions and get you on your way and back to work.  If you need a refresher, by all means stop by the online training again.

    We offer a phone only basic training.
    Runtime: 35 minutes. 
    What is covered:
    How to Use the phone
    Transfer, Three way calling, Call Forwarding
    Voicemail
    Ring tones

    Call Control Software (Outlook and Unity) training:
    Runtime: 20 minutes
    What is covered:
    Call Control, IM, Presence
    Click to Dial from Outlook Contacts
    Using Speed Dials, Company Directory, Call History
    E911

    We offer one-on-one online training for receptionists and administrators. We know these are important and specialized. These can run from 15  to 90 minutes. We do these by appointment only.
    Please email your training requests to training@broacore.com. Please include your name, company name, what you need training in and your date/time preference.
     

  48. Does Broadcore Provide Direct Inward Dial (DID) nubmers?
    Yes, Broadcore provides a DID number for every user.

  49. Does you service include overhead Paging?
    Yes, we offer external paging solutions using Valcom speakers and page control units.

  50. What will my clients see on their caller ID when I call them?

    Broadcore offers Outgoing Caller ID number. That means that when you make a call, what is the number the person you call sees. We can set everyone in your group to show their own DID (Direct Inward Dial) Number.  The second option is blocking the outgoing caller ID number. Showing no number. The last option is to set one number for everyone in your company to the main number. Click here to learn More.

  51. Does Broadcore offer Wireless Phones?
     Yes, we offer Polycom DECT wireless solution.

  52. Can I upload my own Music on Hold (MOH) for each person?
    No, each user cannot upload their own music on hold. Music on hold is designed for the entire group or for a Department. Your system adminsitrator can upload any on-hold music for the entire group.

  53. I operate more than one company with all staff working at all the companies, can I have Music on Hold (MOH) for each company?
    If  the companies operate separately and each user works for only one company we can set up Music on Hold for each company. We create departments representing each company and then assign each user to one department. If each employee works for several companies, we cannot use a different Music on Hold for each company.

  54. Does Broadcore offer Video Phones?
    Yes, Broadcore supoprts video calling. You may use the Polycom VVX-1500 of ConterPath eyebeam sofphone.

  55. If I lose power will my phones go down?
    Most IP phones are POE (Power over Ethernet) meaning that the power for the device is drawn over the network. If you have backup power to the LAN then your phones will continue to work.

  56. What happens if Broadcore loses power?
    Our carrier-grade data centers are equipped with additional power options including: dual power grids, Uninterruptible Power Supplies, and diesel generators. Power failure from one source immediately triggers the UPS until power is switched from the alternate power grid or diesel generators. We also have full geographical redundancy to our East Coast Facility if west Coast experiences any natural disaster.

  57. What happens if the Broadcore facilities are impacted by a natural disaster (flood, fire, earthquake, and tornado)?
    Our data centers have been designed for maximum resiliency; physical and virtual security, fire suppression systems, dual roof membranes, walls that can withstand 200 MPH winds. In addition, we have designed our network to remove single points of failure by spreading server platforms between Geographical data center locations so that if one is impacted service will continue by failing-over to a platform in another data center in our East Coast facility.

  58. Is the voice quality as good as I’d get from my PBX?
    Absolutely! In fact you can use your bandwidth more efficiently with a VoIP-based service which can provide the same voice quality as TDM calls using advanced compression algorithms that require less bandwidth. VoIP can actually allow you to get HIGHER quality using Hi-Definition VoIP codecs (coder/decoder). The codec converts analog signals to a digital bitstream and then back to an analog signal. It provides twice the audio range as TDM phones.

  59. How is Voice Quality of Service (QoS) guaranteed?
    Broadcore makes vey solid recommendations of services. We perform VoIP traffic engineering on a per-customer basis. In addition, Broadcore is transmitted over a managed IP network. This network is engineered for voice traffic and prioritizes voice over data, so that your voice quality does not degrade. You can carry your phone home and use it on your high speed service, but this is over the public internet and does not offer QOS.

  60. What Type of Features and Functionality are Included with the Service
    Broadcore’s standard features include: voice mail, unified messaging, call control and management, end-user and administrative web portals. We also offer additional Premium features that can increase your business productivity.  For a complete list, contact a Broadcore’s Sales Representative for a complete feature list.

  61. I have remote Employees working from home, will Broadcore support it?
    Yes Broadcore supports remote users to connect to your Group from any location that has high speed broadband connection. Our phones are designed to work as plug and play devices in most cases.  Some personal LAN network devices may prevent home users from connecting  their Phones into their LAN and have the phones authenticate with our network. We work with these individual to remedy these types of scenarios and assist with getting the phones up and running at remote locations.

  62. What is Feature Access Codes
    Feature Access Codes list the star codes for services that you have. To activate a service, hit the * key and the number followed by the # key. Some require additional information such as a phone number, but you are prompted for that information. You cannot change your feature access codes. #8  Automatic Callback Deactivation,
     *72  Call Forwarding Always Activation,
    *73  Call Forwarding Always Deactivation,
    *21  Call Forwarding Always To Voice Mail Activation

  63. Are my calls secure? Can people listen in on them?
    VoIP calls are certainly no less secure than traditional TDM (Time Division Multiplex) calls. VoIP calling has the added protection of being carried over a private, firewall protected network

  64. Will Broadcore replace my local, Long distance and international carrier?
    Yes, Broadcore becomes your local, long distance, international carrier as well as your broadband provider and VoIP system vendor therefore eliminating the need for multiple vendors.

  65. How do I reset a Web Portal Login password?
    Passwords allows you configure your passwords for the web portal and/or voice portal.
    How To:

    log in to login.broadcore.com as an admin, click profile, do a serach for the user by first, last, number, etc…, select the user, choose passwords, change password and apply.

  66. How do I reset a Voice mail password?
    Passwords allows you configure your passwords for the web portal and/or voice portal.
    How To:

    log in to login.broadcore.com as an admin, click profile, do a serach for the user by first, last, number, etc…, select the user, choose passwords, change password and apply.

  67. How do I Setup my Voicemail greeting or setup alternate greetings
    There are two ways you can accomplish setting up your Voicemail greetings. 1. You can call into your VM from your phone and follow the prompts. You can record a greeting through your PC and upload the file using the web portal.
    How To:

    log into login.broadcore.com,  select "messaging", then "greetings", here you can select and upload the .wav files and select different criteria, once files are uploades, you can apply to save.

  68. Can I disable music on hold so that if I place a call on hold the other parties in a conference not hear Music
    Yes, this is a great feature to have for each individual user not to disrupt other parties while going on hold.
    How To:

    Login to login.broadcore.com, click on "Call control", then "Music/Video On Hold", you can turn on or off this feature and then apply to save.

  69. What is an ATA?
    An analog telephone adapter (ATA) provides an interface that allows you to use a standard telephone to communicate over an IP network such as the Internet. This includes providing dial tone, understanding touch tones, authenticating to the VoIP provider, encoding your voice in a way that allows it to be transmitted over an IP network, decoding IP packets into voice, and etc.
    ATA's are primary used for Overhead paging, Analog/Cordless phones, and Door opener control units.
    We do NOT use ATA's for Alarm systems, Emergency Elevator phones, faxing, or high volume data processing such as credit card units. The reason is the packets are different from fax and touch tones. The gaps in packets works great in voice, but the older technologies do not appreciate it. They consider it rude or confusing and hang up.
    We provide consultation on which ATA's and paging systems we sell and support. The cordless phone you can pick up at any retail store. If it works on a “landline” it will work on an ATA. Call Customer Service for help.

  70. What is Broadcore's CPNI policy?
    Broadcore fully enforces the federal guidelines with regards to CPNI (customer proprietary network information.)
    We protect the information about our customers. We do not give out information or make account changes unless you the authorized representative. We have strict rules to follow and we ask for your patience. It's a good idea to make sure we have your current email, office and cell numbers of your staff members that will be requesting additions, moves and changes with Broadcore.
    Here is our official statement and public policy:
    Customer proprietary network information is information about the quantity, technical configuration, type, destination, location, and amount of use of the telecommunications services that Broadcore or any Broadcore affiliates may provide to a customer, including phone numbers and call records.  Under federal regulations, telecommunications providers such as Broadcore have an obligation to protect the confidentiality of CPNI by putting procedures and policies in place to:
    • verify the identity of anyone requesting access to such information,
    • determine what information can be released upon customer request,
    • set what account modifications may be made by the customer upon customer request,
    • when Broadcore employees may use CPNI for marketing purposes,
    • set guidelines for handling requests for CPNI from law enforcement or any person other than the customer, and
    • set guidelines for handling breaches of a customer’s CPNI.
    All inquiries requesting account changes or release of customer-specific information are to be referred to and handled by Customer Service.  General questions such as, “what is voicemail?” are not covered by CPNI regulations and can be discussed freely with anyone.

  71. What is SIP?
    Session Initiation Protocol (SIP) is a signaling protocol for Internet Telephony.  The VoIP community has adopted SIP as its protocol of choice for signaling.  SIP can establish sessions for features such as audio/videoconferencing, interactive gaming, and call forwarding to be deployed over IP networks, thus enabling service providers to integrate basic IP telephony services with Web, email, and chat services.
 
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