Frequently Asked Questions

If you already have one or more phone numbers with another provider, West Quay Offices offers you the option of porting them all to our network. Most local and toll- free numbers from Canada and United States are portable, while international numbers have more limited availability.

Please contact us to find out if your number is portable. You should also check with your current phone provider to make sure they will allow you to port your number to a new carrier.

The billing of your toll-free number depends on the country in which your number is based (the United States or Canada).

For a US toll-free number, there is a monthly charge of $5 and a rate of $0.080 per minute for inbound calls.

For a Canadian toll-free number, there is a monthly charge of $5 and a rate of $0.10 per minute for inbound calls.

Yes. With the Ring Group feature, you can have incoming calls redirected to multiple destinations included in your Ring Group, where a member of the group is able to answer. When a call is placed with your virtual number routed to a Ring Group, all members of that group will ring at the same time until the call is answered by one of them.

The maximum number of members in a Ring Group is twelve.

Due to the nature of the VoIP technology, a VoIP phone is capable of working just like a regular phone and even more, which means that you can place a call anywhere around the world on any mobile device(e.g., laptop computer, cell phone or tablet) carrying your same number at a much lower rate than you would pay if calling from a regular landline.

Furthermore, you use the same dialing format as you would from a regular phone to make calls. One of the great advantages of VoIP technology is that it enables free calls in many different ways by making use of each provider’s internal network capabilities.

We offer a virtual fax feature. This feature can be used with special fax numbers, which can be acquired and configured through our Fax Portal for customers in the United States and Canada. It is also possible to transfer your current voice number or a number from another provider into our virtual fax service.

Note: This service can only be used to send faxes within the United States and Canada at this time. We cannot guarantee that international faxes will be properly received. Virtual fax numbers cannot receive regular voice calls or SMS messages—only faxes.

We do offer SMS service (currently in beta). SMS is available for a great number of DIDs and cities across the United States and Canada. It must be used through the SMS Portal.

SMS is not available through the SIP protocol at this time

Yes. VoIP offers a vast range of telephone numbers in many different area codes. Simply access the Customer Portal to see a list of available numbers.

This solution is often preferred by customers who wish to make calls to or receive calls from customers, friends or family members living in different cities without incurring long-distance charges or for businesses that wish to have a local presence in many cities.

We offer E911 service only for US and Canadian numbers including US and Canadian toll-free numbers. This feature can be activated directly in the Customer Portal by accessing the E911 page from the DID numbers menu.

No. At the moment, we do not support emergency 911 dialing outside of the United States and Canada. We recommend using a traditional landline or your mobile phone to make emergency calls when you travel abroad.

Forwarded calls are billed according to two different segments: inbound and outbound. When you forward your calls to a number, the inbound segment of the call is charged according to the billing plan you selected, and the outbound segment of the call is charged according to our per-minute rates for termination, depending on the destination of the call, for the same duration as the inbound segment.

If you already have one or more phone numbers with another provider, we offer you the option of porting them all to our network. Most local and toll- free numbers from the United States and Canada are portable, while international numbers have more limited availability.

Please contact us to find out if your number is portable. You should also check with your current phone provider to make sure they will allow you to port your number to a new carrier.

We do not charge cancellation fees of any kind. You are free to cancel your account or number at any time.

Call queues are specifically designed to manage incoming calls. By setting up a call queue, you can have many callers wait on the line until an agent is available to take their call. If you configure an auto-attendant for your telephone number, you can make it so that callers first hear a welcome message and interact with a voice menu before being sent to the call queue.

The Call Queue feature allow users to customize their call queues to play pre-recorded messages about their company, music or advertisements for callers while they are on hold.

Various ring strategies can be established to determine routing patterns for each call queue, such as Ring All (ring all available agents), Round Robin (distributes calls as evenly as possible), Least Recent (sends the call to the agent who least recently received a call), Fewest Calls (routes to the agent who has taken the fewest total calls in the session) and Random (leave it up to chance).

Toll-free numbers are special numbers that are designed to allow callers to reach certain numbers (often long-distance) without having to pay long-distance charges.

These numbers are mostly used by companies who wish to allow their customers to call them for free no matter where they are located.

There are several toll-free area codes, namely 800, 866, 888, 844 and 855. They all work the same way, but the choice of prefix depends on the businesses advertising strategy.

Traditionally, 800 numbers have been used for television and radio advertisements, but other prefixes like 888, 866 and 855 are gaining popularity.

Call Forwarding allows users to redirect incoming calls to another phone number or to a mobile device such as a cell phone, tablet or computer. Numbers can be forwarded to any number around the world.

With call forwarding, you can program your phone, Customer Portal or VoIP software to automatically forward calls to your preferred mobile device (cell phone, laptop, softphone, etc.) or to any number capable of accepting calls.

With this feature, you can set a number for our system to call back in order to receive a dial tone and place outgoing calls through our network. This is useful if you want to make a long-distance call from outside of your calling area or if you don’t have a VoIP device readily available.

When a DID is set up with the Callback feature, calls that are placed to this DID return a busy signal, and the system calls back the specified number and provides the user with a dial tone to place an outgoing call.

Caller ID Filtering allows you to filter incoming calls based on their origin (such as private, anonymous or unknown numbers or area codes).

For example, if you receive unwanted calls from a telemarketer or survey company, you can set up a filter for each of your DIDs to route those calls to voicemail, play a pre-recorded message or simply disconnect the call.

On the other end of the spectrum, you can give preferential treatment to your favorite customers and route their calls to provide them with a fully customized experience

Caller ID is a telephone feature that transmits a caller’s phone number to the call recipient’s phone. Where available, the caller ID number can be supplemented with the caller’s name (e.g., John Smith).

There are two types of caller ID: caller ID number (CID) and caller ID name (CNAM). The caller’s phone number and subscriber information may vary depending on the location and the information on record with the carrier.

CNAM stands for caller ID name, which is the information that will be displayed on the call recipient’s phone when you place an outgoing call. If you will be making calls to Canadian numbers, you can simply pass the caller ID name from your device or system, as most of them support this.

For calls to the United States, the caller ID name works differently.

In this case, it is controlled by a national CNAM database with records of numbers and names matching each number. We can update the CNAM database upon request.

Simply put, a Direct Inward Dial (DID) number is a virtual number that works just like a regular phone number, except for the fact that it is not attached to any POTS line (landline). Once your configuration is ready, you can be reached at your DID number from anywhere in the world, just like any other phone number.

IVR (Interactive Voice Response) is a telephone technology that works just like a virtual receptionist. With this technology, inbound callers interact with a voice menu using their telephone keypad or by speech recognition in order to be connected with the proper person, extension or department.

This allows customers to get the information they need without having to wait to speak with an agent.

PBX means Private Branch Exchange. Basically, it is a telephone exchange system that manages a company’s incoming and outgoing calls and manages internal communications between employees.

The advantage of a PBX is that you can equip your system with more phones than physical phone lines. It also provides a vast range of features such as call waiting, voicemail, three-way calling, call forwarding and other, more advanced features such as call queues and interactive voice menus.

As for IP PBX, it is a software-based PBX phone system solution that allows remote or mobile employees to connect to the company phone system or voicemail, no matter where they are, as long as there is an Internet connection.

If you have multiple private offices in West Quay Offices and you want to connect with other staff on different rooms. This is the service you may need.

The Phonebook feature allows you to configure up to 500 Phonebook entries with caller ID name (CNAM) overrides and up to 99 speed-dial codes for those entries.

For example, you can create a four-digit Phonebook entry to call your favorite customers or relatives. Additionally, you can use a caller ID name (CNAM) override to identify inbound calls from important customers, regardless of whether their number is registered to a proper CNAM central database.

Phonebook entries are also available with our Virtual Fax and SMS features. When sending from both features, the system will instantly show you the available entries to choose from as soon as you begin to input a name or number from the Phonebook. When you receive messages, the system will match the caller’s information to the name you have configured in the Phonebook.

Standard 911 emergency services send the user’s information through traditional landlines directly to the nearest emergency response center.

Enhanced 911 or E911 service allows mobile phones to dial 911 to automatically transmit the caller’s geographic position to emergency responders. With VoIP, however, 911 calls are forwarded to a third-party service provider that is required to automatically or manually route 911 calls to emergency response centres.

Therefore, it is vital for VoIP telephony users to keep their phone system’s location information up to date with their VoIP provider at all times. Because it works with an Internet connection, your phone number is not automatically linked to your new address when you move to another location.

There are different types of telephone numbers. They are mostly differentiated by their geographic presence. The types of telephone numbers most commonly used by our customers include:

• Local numbers from the United States or Canada
• International telephone numbers
• Toll-free numbers

We do not accept the use of our termination (outbound) services for telemarketing purposes (including but not limited to automated dialers, call centers and collection agencies).

If you wish to port out a number from our service, you may do so at any time by initiating the porting request with the new provider. We authorize all port-out requests matching the correct information from your account.

You can create an unlimited number of mailboxes on the Customer Portal. You can assign a voicemail to each VoIP user and have them configure it to their liking for when they are unavailable to take a call, or you can route the calls according to your needs.

You can call any number, including mobile phones, landlines and other VoIP numbers.

Yes, you can order a number from any available location, no matter where you are located. This number can be used anywhere in the world and will be considered local for the callers in the number’s area (i.e., a number from New York will be considered local for New York callers, even if you are physically located in Canada).

Basically, any device or system that supports the SIP or IAX2 protocol will work with our service. If you bring your device (ATA, IP phone) from a previous provider, make sure that it is unlocked and that you are able to make changes to its configuration.

Yes. West Quay Offices have an Advanced Voicemail feature that is free to use, and you also have the option to forward your messages to your email address as an attachment.

The total number of voicemail messages allowed in a single mailbox is 100.

The maximum length a voicemail message is three minutes.

We or yourself can program auto-attendant welcome message however you like. The calls can be transferred to your personal or mobile phone. Or they can be directed to your voice mail.

There are no hidden fees or additional expenses unless otherwise agreed upon. Such as printing, mailing services or additional meeting room hours above your membership allotment.

Basically all services you need to startup will be included in the plan you choose.

But we have many additional high tech and special services where you may like to add in the beginning or during time. You can view all of these on the plan you book or products page.

You can pay conveniently by bank transfer, debit or credit card.