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FeaturePlus FAQsAll your questions about our VoIP service answered. ContentsFeaturePlus and broadband
FeaturePlus and phone numbers
FeaturePlus and making calls
FeaturePlus and Voicemail
FeaturePlus and broadbandWhat is the ideal type of broadband service for FeaturePlus?We would strongly recommend that you use the FeaturePlus service with our own Premium Business Services to ensure we provide you with maximum call quality. If you wish to use an existing broadband connection that is not provided by The Phone Co-op, we cannot control the quality of the service but would suggest you choose a business grade connection. Can I use FeaturePlus with a firewall?You will need to make sure the following ports are open on your router to allow FeaturePlus traffic to pass freely to and from the FeaturePlus ATA or IP phone.
What happens to my telephone service if my broadband goes down?If there is a broadband fault or power outage you will not be able to use the service. However there is a Failover feature which diverts your calls to an alternative number of your choice. You can activate the Failover by accessing your FeaturePlus Account from a computer that still has an internet connection or you can dial 0845 034 0497 to activate your failover service. Remember to turn it off once your broadband connection is restored by dialling 0845 034 0496. Alternatively if you access the internet from another computer, you can log in to the FeaturePlus web portal at www.featureplus.com to activate or remove the failover option. Make sure you have entered your alternative number when you first log in to the online interface. Can I revert to using a normal phone service if there is a problem with my broadband connection?Yes you can, as long as the fault is with your broadband service and not the actual telephone line. If you are using a phone plugged into an adaptor, simply unplug the phone from the adaptor and plug it directly into the phone socket. Your calls will now route over the traditional phone network rather than our VoIP network. If you are using an IP Phone, you will need to connect an analogue phone into the phone socket. Using the traditional network means you will only be able to make and receive calls on your telephone line’s number. FeaturePlus and phone numbersDo I have to transfer my existing phone number to my FeaturePlus service?You don’t have to. Under most circumstances we can port your existing number to the FeaturePlus service. Talk to our Business Sales team on 0845 458 9070 to discuss your options. We will not be able to transfer the phone number that your ADSL line uses because the broadband will be ceased when the number changes. You need to have a working broadband service to use the FeaturePlus service. Alternatively we can provide you with a new number. You can choose to have a geographic number from anywhere in the UK. Can I make any type of calls using FeaturePlus?Yes. You use your FeaturePlus telephone in exactly the same way that use your existing telephone. You can call any type of number including mobile and international calls. Can I still use my broadband line and number when the FeaturePlus service has been set up?Yes. FeaturePlus gives you additional lines over your broadband connection. You can still use the broadband line like a normal telephone line. You can plug a phone or a fax machine in to the micro filter connected to your line and these calls will route over the traditional phone network rather than FeaturePlus. What other numbers could I have?The great thing about this service is that you can have any number wherever you are in the country! So if you want to give the impression you have offices in London, Leeds and Manchester, we can provide you with geographic numbers for each of these locations. We can also offer you a Virtual Number. This is a number that is not associated with any particular piece of hardware and designed to receive calls only. These numbers are designed to be used with the FeaturePlus call forwarding facility and can be used as a ‘main number.’ Virtual numbers have full voice mail functionality (including voice mail to e-mail) and call history. FeaturePlus and making callsWhat number do I dial for local calls?You must dial the full number, including the area code. Can I call any number?Absolutely! Calling colleagues who use the same service is free. If you wish, you can set up call bars to manage your calls if you don’t want to be able to dial certain types of number such as international or premium rate numbers. How much do calls cost?Calls are charged at our IP tariff rates:
Can I use FeaturePlus to make emergency calls?Using FeaturePlus, you can make any type of call including calls to the Emergency Services. However the FeaturePlus service needs a working broadband connection to work. And occasionally there will be times such as during a power cut or a broadband outage, when you won’t be able to use the FeaturePlus service to make calls and this includes calls to the Emergency Services on 112 or 999. It is therefore vitally important that you always have an alternative way of contacting the Emergency Services such as a standard line or a mobile phone. It is also very important that the Emergency Operator and authorities are able to identify your location should you contact them via your FeaturePlus service. Your service can be used from any location with a broadband connection, and so you may not always be at the same place if you need to contact the Emergency Services. You must ensure that the location information is kept up to date and accurate for your own safety. For more information about making calls to the emergency services using FeaturePlus, please refer to our Emergency Services and FeaturePlus user guide.
Can I set up short codes for my FeaturePlus phone?Yes. This can be done through setting up entries in your Personal Address Book and assigning a short code to contacts you add. If you work in an office, your system administrator will manage short codes assigned to internal users, and these can be found in the Company Address Book. We recommend that short codes start with digits 2-7 (never 1, 8 or 9). Remember, short codes assigned by the system administrator always take precedence over those assigned in your personal address book. How do I use "click to call"?Just double click on phone numbers or icons displayed in the Address Book, call history, or home page. Your phone will then ring, pick it up, and you are through! Using the Address Book to call enables you to seriously increase your productivity if making calls in front of a computer is part of your job If the service is using Voice over IP technology, does that mean that I have to leave my computer switched on all the time to make and receive calls? No. This is an always on service, you don’t need to leave your computer switched on, but you do need to leave your router switched on so that you are still connected to the Internet. Can I view my call history online? Yes you can. The Call History screen gives you a detailed breakdown on the calls that you have made and received on all the phones registered to your account in reverse chronological order i.e. most recent first. The history will be kept for 90 days. For information on how to use Call History feature on the online portal, please refer to our Viewing Call History with FeaturePlus user guide.
Can I use 1471 to see who has called me?Yes. By picking up your handset and dialling 1471 you will be given the last number that called. If you have activated Call Return from the settings menu then the service will automatically dial the missed caller if you do not hang up straight after hearing the number. There's no need to press 3 to return the call! Can I forward calls to my mobile?Yes. Log in to the Online Web portal at www.featureplus.com. Click on ‘Settings’ and then ‘Call Divert’ and then follow the on-screen instructions. You can set the system to forward calls directly to any number and not just your mobile. For more information on fowarding calls, please refer to our Managing Calls with FeaturePlus user guide.
Can I forward calls to more than one number?Yes, again this is easy to do. Click on ‘Setting’ then ‘Call Forwarding’ and then follow the instructions. You can forward calls to a series of numbers in any order you wish. For example you can have the system ring your FeaturePlus number first and then if you are busy on another call or if you do not answer, the system can then forward the call to another phone or a number of phones if you tell it to. You can also use this feature to ring a number of phones at the same time. Ideal for when you don't know where you will be. For more information on fowarding calls, please refer to our Managing Calls with FeaturePlus user guide.
What other calling features can I use?Instructions on transfering calls, making three-way calls, putting call on hold and diverting calls are all available in our Making Calls with FeaturePlus and Managing Calls with FeaturePlus user guides.
FeaturePlus and VoicemailHow do I access Voicemail by telephone?There are several ways to access your Voicemail.
How do I personalise my Voicemail greeting?Click on the Voicemail icon in the online interface and then choose Keypad Menu Navigation. This sets out the different numbers and functions you have with voicemail. To personalise your greeting pick up the handset, dial 8400, and then follow the prompts, in this case pressing 0, and then 1. Just like your mobile Voicemail. How am I notified that I have a new Voicemail message?There are many ways you can be notified. If you have a new Voicemail message you will see a flashing phone icon on your homepage and you will hear a stuttered dial tone when you pick up your handset. You also have the option to send a text message to your mobile phone notifying you that have a new message. Alternatively you can set the system to send you a recording of the message to your email address. Can I use Voicemail with hunt groups?Yes you can. You can set up hunt groups via the online web portal. Each phone will be called in the order that you specify. If a phone does not answer, then the call will divert to the next phone after the defined number of seconds. The call will hunt around the group until the last number is rung, at this point the call can be sent to Voicemail. You can set up email for all users in the group so that they are notified that there is a voice mail message. Cyclic Hunting is not supported by the FeaturePlus service. The call will hunt around the group until the last number is rung, it will not continue to hunt round the group until it is answered. What else can I do with Voicemail?For full instructions on how to use voicemail with FeaturePlus, please refer to our Using Voicemail with FeaturePlus user guide. |
