Support

For support contact us by phone or email. Emails are monitored 24/7, so this is often the best way to contact us. webmaster@orpcctv.com.

Frequently Asked Questions (click to reveal the answers)

• Why should I use a VoIP Phone System?
• With O·R·P Telephony VoIP you can:
• Avoid buying an expensive phone system
• Have phone extensions in multiple locations
• Make calls between remote offices for free
• Have inbound numbers in different area codes or countries
• Have voice messages emailed to you
• Have unlimited capacity for calls - grow quickly
• Get detailed call statistics
• Ring different phones in your office at different times of day

• What about call quality and reliability?
• We run our business on our VoIP service and we have found that as long as customers have sufficient bandwidth to operate the service correctly, they experience excellent call quality.
  
  Because we use the service as well it means we are acutely aware of any problems with service which means that we resolve any issues immediately.

• Will my VoIP phone work if the power fails?
• No - Your ordinary phone doesn't need a separate power connection, but as VoIP relies on your internet connection, if your broadband router has no power, your phone won't work either. 
• In this situation incoming calls will be directed to  voice mail.

• Do we have to have broadband?
• Yes, ISDN and dialup modem users may find the sound quality is much more variable.

• How many telephones can use an ADSL line?
• ADSL suppliers shout about speeds of 1MB, 2MB and 8MB, but these are download speeds, the upload speed is usually 256k upstream, and that is the limiting factor. Therefore you can get 3 to 4 concurrent calls on a standard ADSL connection, and if you have a busy office of say 10 people you should consider a dedicated ADSL connection for VoIP.
  
  VoIP calls are digitised and compressed using Codecs. Most equipment uses the G711 codec, which sounds good, but uses a lot of bandwidth. You can switch to G729 codec which slightly muffles speech but uses 8 times less bandwidth
  

• What sort of new number can I have?
• We provide 0845 non-geographic lo-call numbers free of charge or UK geographic 01 & 02 numbers as well as International numbers.  See the configurator for details on the charges for Geographic Numbers.

• How do the International (DID) Numbers work?
• The international numbers we offer enable you to have a "Direct Inward Dial" (DID) number in another country.
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• Check the configurator for the availability and costs of the number  you are interested in and once ordered will contact you to advise  you of the city numbers that are available in that country.
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• Calls to your DID are free, and if those calls are directed to a VoIP phone, including the Virtual Switchboard, that leg of the call is free as well.
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• However, you can forward calls from a DID to any number which is chargeable at our normal rates. For example, if you purchase a DID in the US, callers to that number will pay for US call, and if the  call is answered by your Virtual Switchboard and transferred to a VoIP extension, you pay nothing for the call. However, if the call is transferred to a UK landline or mobile you pay our standard rates for the call, if it's not included in your calling plan.

• How many numbers do I need?
• An incoming number will handle over 200 simultaneous calls. Typically, one incoming number is used which is answered by the Virtual Switchboard (Auto Attendant).  However, if your require each extension to have DDI than one number per extension is required, and available on request.

• Can I redirect calls to another phone number or Voicemail?
• Yes. You all incoming calls can be re-directed forwarded to another extension, an external number in the UK or abroad or to voice mail.  You just pay the cost of diverting the call, which may be included in your inclusive call package, if not it's charged at our standard discount rates.

• How much does it cost?
• With our unique configurator, you decide on the system you need, so you can either "Pay As You Go" or select one of our inclusive calling packages.  Save 10% more by selecting an annual contract instead of a monthly contract.

• How do I pay?
• Solo accounts which are set-up instantly online, are pre-pay with payment by Visa or MasterCard. Single and Multi accounts, which are set-up offline, are post-pay by monthly Direct Debit.

• What do I need?
• ADSL which will give you three to four simultaneous calls with a router plus either: · a PC-Phone on your computer; we recommend Xlite with the Plantronics DSP 100 USB headset; · or Sipura Adaptors which we supply preconfigured - with std analogue handsets with display preferably · or IP phones which we supply preconfigured - either Sipura 841 or Snom 360

• What about my fax machine?
• Yes, you can plug a fax machine into one of the ports on the Sipura SPA2002 Adaptor to allow it to send and receive calls.

• Will my VoIP phone work if the power fails?
• No - Your ordinary phone doesn't need a separate power connection, but as VoIP relies on your internet connection, if your broadband router has no power, your phone won't work either.

• I installed a VoIP service but I can't hear anything from the other end when someone rings. What could be the problem?
• Chances are that your firewall doesn't have all the necessary ports open.  Check with your service provider and make sure that your firewall is not blocking UDP ports that it needs to use.  But - if you just read the previous Q, you might have your phone set to use only one codec. Most services can use several codecs and pick the one the caller is using. But if you've disabled all but one codec, and someone calls you using one of the disabled codecs, silence will result.

• Are there any phone numbers that VoIP phones can't call?
• You can phone most phone numbers, apart from premium numbers. The big exception is the emergency services. You can't call 999 on a VoIP phone at present, so in an emergency you would need to also have a mobile or landline.