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Frequently Asked Questions

Below you will find the answers to the questions we get asked most frequently about. If you can’t find the answer you are looking for please contact us.
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Can we brand out video meetings within our business?

Brand your team's meeting spaces by adding your organization's logo, and add a custom background color or image to enhance your meetings with your organization's look and feel.

Can I take over another users desktop?

If a participant joining via their desktop app needs something clarified, such as how to use a piece of software you are discussing, you can send a request to connect to their desktop if you have joined from your desktop app or via desktop browser. Once the participant accepts, they begin sharing their screen so that you can take remote control of their desktop; this allows you to answer the participant’s question and demonstrate the solution to all participants in the meeting.

Are there any analytics of our 8x8 meetings?

As an administrator for 8x8 Work via 8x8 Admin Console, get an overview of your organization’s 8x8 Meet usage and quality at any time!

Can you screen share?

If you are joining from your desktop app or via a browser on desktop, you have the ability to instantly share a web page, presentation, or app window on your desktop with meeting participants!

Can you get subtitles for your meetings?

If you want to quickly scan through what was said in a meeting without sitting through a full-length recording, or find it difficult to hear what is spoken while you’re in a meeting, simply activate real-time meeting audio subtitles, and then view a transcript that contains all subtitles that were generated during the meeting!

What recording options are available?

Record meeting audio, video, and content sharing, and distribute recordings among participants for future reference.  

What countries are available for dial in?

Argentina Australia Austria Belgium Brazil Bulgaria Canada Chile Colombia Costa Rica Croatia Cyprus Czech Republic Dominican Republic El Salvador Estonia Finland France Germany Greece Hong Kong Hungary India Indonesia Ireland Israel Japan Latvia Lithuania Luxembourg Malaysia Malta Mexico Netherlands New Zealand Norway Panama Peru Poland Portugal Puerto Rico South Korea Romania Russian Federation Singapore Slovakia Slovenia South Africa Spain Sweden Switzerland Thailand Turkey United Kingdom United States Vietnam

What calendars are available for integration?

Integrate 8x8 Meet with one of the following calendars to take advantage of the convenience of your usual calendar app and the power of 8x8 Meet! Simply schedule in your calendar, and with one click or tap from your app, add a meeting to your scheduled event. Apple Calendar Google Calendar Microsoft Exchange Office 365 Outlook.com Via our downloadable meeting plug-ins, combine the convenience of scheduling from start to finish in Google Calendar and Office 365 with the capabilities of 8x8 Meet.

What level of support or training will we receive for 8x8 Video Conferencing?

All new customers onboarded are provided with training from our 8x8 accredited support team members to you and your business. In addition, there is a comprehensive support section to the platform advising most of the ‘how to?’ questions you may have.

What are the bandwidth requirements for 8x8 Video Calling?

Recommended: ADSL2+, FTTC, FTTP, Fibre Ethernet Recommend minimum: 1.5 Mbps down and 384 Kbps up

What are the methods for connecting for Voice?

Audio input: desk phone, computer, or headset microphone Audio output: desk phone, computer speakers, or headset

What are the supported operating systems?

Windows 7 or newer, with: 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit) 16 GB of available hard-disk space (32-bit) or 20 GB (64-bit) DirectX 9 graphics device with WDDM 1.0 or higher driver Mac OS 10.10 (Yosemite) or newer

Do you offer hosted Exchange Mailboxes?

Our dedicated Exchange servers provide the perfect platform for your business emails. We know how important keeping emails can be, with our range of storage capacity you won’t ever need to worry about the lack of storage. Mailboxes are available with the following storage sizes:

    10GB
    25GB
    50GB

Our Exchange servers are backed up daily for that added insurance, meaning any missing emails are easily recoverable.

How easy is it to transfer my domain to UK IT Networks to maintain?

Transferring your domain to us is very easy as our engineers will help you every step of the way. We will manage every aspect of your domain from DNS records right down to emails.

Can you host my website?

We offer a wide range of web hosting packages, from shared platforms to dedicated web hosting packages.  Our shared platform is ideal for those with small websites or blogs and is managed by our expert server maintenance team. Dedicated web hosting allows you to have full control of your platform, with bespoke allocated resources to meet your requirements.

Do you offer VPS hosting?

We have our own datacentres here in the UK, allowing us to offer a wide range of managed VPS hosting services at great prices. All of our servers are up to date with the latest cyber security protocols and monitored daily. Our engineers are on hand to help assist with selecting the right VPS package for your needs.

Our equipment is outdated, can you help?

Our extensive range of options includes monitors, desktops, switches, routers and more. Our experts provide professional solutions based on the exact requirements you need from start to finish.

Can you improve our Wi-Fi infrastructure?

We use top of the line hardware to provide all of our customers with a fully optimised and stable Wi-Fi platform. Whether you have a single office or a multi-story facility, we can provide a network solution throughout your business to ensure no drop outs or black spots ever occur.

Can you provide bespoke PCs, laptops and servers?

We build custom PCs, laptops and servers for a wide range of uses - from systems development to high end gaming. Our engineers are on hand to give you expert advice to help you make the right decisions.

Do you offer a managed printer solution?

We know printing can be costly and there is often the worry that inks will run out unexpectedly. Therefore, our partnership with a managed printing solution company can help cut costs and reduce your carbon footprint. Our engineers will help with planning, implementing and aftercare so you have one point of call for any issues.

Can you speak to third party vendors on our behalf?

Our dedicated engineers will liaise with all of your hardware and software vendors to ensure the issues are resolved swiftly allowing you to focus on the more important issues of your business.

What’s the difference between backups and disaster recovery?

Backups are generally performed daily to prevent any loss of company data, normally to a single location point. Disaster recovery is planning for a likely event where a full system recovery is paramount, which outlines recovery time and processes to allow your business to continue.

Are you contactable 24/7?

Every business needs that extra peace of mind knowing that their IT system are managed throughout the day and night. Therefore, we recommend our optional 24/7 service (including weekends and bank holidays) to help guarantee any issues raised can be swiftly resolved.

Can I choose ad-hoc support?

Ad-hoc is a cost-effective way to get the support you need without the commitment of a contract. Ad-hoc support is ideal for smaller companies who would like to pay as you go.

Do UK IT Networks offer monthly support agreements?

We offer a range of IT Support packages which include remote support within a 4-hour response time and proactive monitoring of all of your IT systems which allows our engineers to prevent problems before they occur. We will also provide you with a dedicated account manager. All of our packages cover servers, PCs, mobile devices, and phones systems. Additional on-site options can be added to any package.

How is call recording charged for?

The recording of calls is included with all X series licenses, whilst the storage of call recordings can be chargeable depending on license type and duration of storage.

What format are call recordings made in?

Audio is recorded in stereo, with separate streams for agent and customer, making it easy to understand agent demeanour and quality as well as customer sentiment.

What regulatory objectives will it recording assist us achieving?

Support PCI, HIPAA, GDPR and other compliance initiatives while recording up to 100% of interactions.

What recording options are available on 8x8?

Automatic or on-demand pause/resume functionality allows specific portions of interactions, both screen and audio, to be redacted during and after the conversation.

What can be expected from 8x8 Call Recording?

8x8 Recording is an easy-to-use, full-featured interaction recording solution with a simplified interface and search capabilities. It provides encryption for audio and screen recordings.

What Messaging Features are available on 8x8 Work?

IM and SMS chat: Send and receive IM and SMS from your co-workers and business contacts on the go, and access chat history with each contact. Team Messaging: Discuss important projects and tasks in a public chat room open to all your colleagues, or in a private chat room with your team. Meetings: Collaborate more effectively with your colleagues with powerful audio and video conferencing capabilities, all from the convenience of your device. Contacts: Access your contacts easily for communication, view contact info at a glance, create personal contacts, and mark contacts as favourites for quick access. Receive faxes: Access and manage faxes received via 8x8 Work. Presence status: Leverage automatic and manual presence capabilities to let coworkers know your availability, and keep your contacts posted on your availability via custom status messages. What Languages are supported on 8X8 Work? Dutch English (UK) English (US) Finnish French (Canada) French (France) German Italian Portuguese (Brazil) Spanish (Latin America and the Caribbean) Spanish (Spain) Swedish

What Call Features are available on 8x8 Work?

Call management: Place, receive, and manage calls from your device, and review your past call history. Data usage control: Control your mobile data usage for 8x8 Work calls by switching to Wi-Fi. Improved call quality via mobile minutes: If you are in an area with poor signal strength, use cellular minutes to improve call quality. Call forwarding: Forward your calls to different extensions within and outside of your system, or to voicemail. This enables you to have complete control over where your calls are going.

What is 8x8 Work supported on?

iOS mobile devices, Android Mobile devices, Amazon Fire tablets.

What’s hot about 8x8 Work?

With 8x8 Work for Mobile (formerly known as the Virtual Office mobile app), stay connected with all your colleagues and business contacts, and collaborate more efficiently than ever. Place and manage calls flexibly, chat with contacts, schedule and conduct productive meetings within your company or with external participants, at home or at work.

Working from home on Hosted, is it that seamless?

Business users can work from home on hosted using a handset, softphone or mobile client. Hosted handsets are connected through your router and continue as if in the office. That also applies to the softphone and mobile client.

Where can we get access to additional information for the Virtual Contact Centre?

Contact centre advisors are constantly answering the same questions. That’s why the Frequently Asked Question (FAQ) Knowledgebase is essential for maximising productivity. Any time a customer asks a question, agents can refer to the 8x8 FAQ Knowledgebase and provide the right answer quickly, reliably and consistently.

What operating systems does Virtual Office support?

Windows 7 or newer, with: 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit) 16 GB of available hard-disk space (32-bit) or 20 GB (64-bit) DirectX 9 graphics device with WDDM 1.0 or higher driver Mac OS 10.10 (Yosemite) or newer

What languages does 8×8 Virtual Office support?

This version of the Virtual Office desktop app supports the following languages: Dutch English (UK) English (US) Finnish French (Canada) French (France) German Italian Portuguese (Brazil) Spanish (Spain) Swedish

What handset devices work with hosted?

As standard, we work with Cisco, Polycom and Yealink. Using our 8x8 hosted solution we can work with most IP enabled hardware, reducing the costs associated with installing new hosted hardware.

We don’t use a CRM currently, how does that work with your Call Centre?

The 8x8 Customer Relationship Management (CRM) solution is perfect for businesses that do not already use a CRM. Providing the ability to:   Deliver screen pops of critical customer information to make every agent interaction more efficient. Solve customer problems more quickly and increase customer satisfaction. Integrate and combine information from other software and sources on the same screen.

Is there a maintenance contract with hosted?

As our hosted phone systems are managed within the cloud there is no on-site hardware that’s required to be maintained. The phone system is continually upgraded, benefiting you as our client.

Is speech analytics available with Virtual Contact Centre?

8x8 Speech Analytics searches customer interactions for compliance, customer insights, and agent performance purposes. Now companies have the visibility needed in order to: Gain awareness of problems as well as opportunities. Supervisors can drill down and listen to calls that are grouped into pre-defined, customizable categories Boost productivity and agent performance through more productive coaching Reduce costs associated with agent churn by immediately identifying and rectifying problem areas

How Quickly Can Hosted be deployed?

Our Horizon or 8x8 hosted systems can be deployed and ready within 5 working days from point of order. Number porting and data connectivity will take longer.

How easy is it to move offices on Hosted?

Plug and play hardware quite simply means unplugging from one site and connecting to another site. Providing you have internet connectivity without restrictive firewalls or routers our hosted handsets will work from anywhere across the world.

Do we have an option to add IVR to Virtual Contact Centre?

8x8’s VCO has powerful IVR capabilities that helps businesses identify calls and route them correctly, inform the customer, reduce costs and manage changes easily.

Can we make changes to the hosted system ourselves?

We empower our customers through training and on-going support to make all configurational changes themselves. From building hunt groups to redesigning auto attendants our customers have the same level of access as we do.

Can I use my own IP handsets?

Whilst Horizon will only authorise our provided hardware through Cisco, Polycom and Yealink currently 8x8 is somewhat different. 8x8 will work with most major IP phone providers. Furthermore, both our hosted phone solutions are provided with a softphone client, removing the need for hardware altogether.

Can I have an Auto Attendant on Hosted?

Auto attendants are included within our hosted phone systems as standard. Furthermore, we empower our customers to access the platform and make changes to their Auto Attendant in real-time.

8×8 Virtual Office Integration with Outlook

Virtual Office integration with Microsoft allows you to place outbound calls, receive incoming calls, and schedule Virtual Office meetings using your Microsoft Outlook email client. Just click to place calls right from an email or your Outlook contacts list.

8×8 Virtual Office Integration with Office 365

Virtual Office Meetings users are able to schedule meetings directly from Microsoft Office 365 on any computer by installing the Office 365 plug-in for Virtual Office Meetings. This plug-in allows users to better coordinate with colleagues by creating and updating Virtual Office meetings via Office 365, and the closer integration with your Microsoft apps means that organizing meetings is easier than ever.

Working from home on Hosted, is it that seamless?

Business users can work from home on hosted using a handset, softphone or mobile client. Hosted handsets are connected through your router and continue as if in the office. That also applies to the softphone and mobile client.

Where can we get access to additional information for the Virtual Contact Centre?

Contact centre advisors are constantly answering the same questions. That’s why the Frequently Asked Question (FAQ) Knowledgebase is essential for maximising productivity. Any time a customer asks a question, agents can refer to the 8x8 FAQ Knowledgebase and provide the right answer quickly, reliably and consistently.

What operating systems does Virtual Office support?

Windows 7 or newer, with: 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit) 16 GB of available hard-disk space (32-bit) or 20 GB (64-bit) DirectX 9 graphics device with WDDM 1.0 or higher driver Mac OS 10.10 (Yosemite) or newer

What languages does 8×8 Virtual Office support?

This version of the Virtual Office desktop app supports the following languages: Dutch English (UK) English (US) Finnish French (Canada) French (France) German Italian Portuguese (Brazil) Spanish (Spain) Swedish

What handset devices work with hosted?

As standard, we work with Cisco, Polycom and Yealink. Using our 8x8 hosted solution we can work with most IP enabled hardware, reducing the costs associated with installing new hosted hardware.

We don’t use a CRM currently, how does that work with your Call Centre?

The 8x8 Customer Relationship Management (CRM) solution is perfect for businesses that do not already use a CRM. Providing the ability to:   Deliver screen pops of critical customer information to make every agent interaction more efficient. Solve customer problems more quickly and increase customer satisfaction. Integrate and combine information from other software and sources on the same screen.

Is there a maintenance contract with hosted?

As our hosted phone systems are managed within the cloud there is no on-site hardware that’s required to be maintained. The phone system is continually upgraded, benefiting you as our client.

Is speech analytics available with Virtual Contact Centre?

8x8 Speech Analytics searches customer interactions for compliance, customer insights, and agent performance purposes. Now companies have the visibility needed in order to: Gain awareness of problems as well as opportunities. Supervisors can drill down and listen to calls that are grouped into pre-defined, customizable categories Boost productivity and agent performance through more productive coaching Reduce costs associated with agent churn by immediately identifying and rectifying problem areas

How Quickly Can Hosted be deployed?

Our Horizon or 8x8 hosted systems can be deployed and ready within 5 working days from point of order. Number porting and data connectivity will take longer.

How easy is it to move offices on Hosted?

Plug and play hardware quite simply means unplugging from one site and connecting to another site. Providing you have internet connectivity without restrictive firewalls or routers our hosted handsets will work from anywhere across the world.

Do we have an option to add IVR to Virtual Contact Centre?

8x8’s VCO has powerful IVR capabilities that helps businesses identify calls and route them correctly, inform the customer, reduce costs and manage changes easily.

Can we make changes to the hosted system ourselves?

We empower our customers through training and on-going support to make all configurational changes themselves. From building hunt groups to redesigning auto attendants our customers have the same level of access as we do.

Can I use my own IP handsets?

Whilst Horizon will only authorise our provided hardware through Cisco, Polycom and Yealink currently 8x8 is somewhat different. 8x8 will work with most major IP phone providers. Furthermore, both our hosted phone solutions are provided with a softphone client, removing the need for hardware altogether.

Can I have an Auto Attendant on Hosted?

Auto attendants are included within our hosted phone systems as standard. Furthermore, we empower our customers to access the platform and make changes to their Auto Attendant in real-time.

8×8 Virtual Office Integration with Outlook

Virtual Office integration with Microsoft allows you to place outbound calls, receive incoming calls, and schedule Virtual Office meetings using your Microsoft Outlook email client. Just click to place calls right from an email or your Outlook contacts list.

8×8 Virtual Office Integration with Office 365

Virtual Office Meetings users are able to schedule meetings directly from Microsoft Office 365 on any computer by installing the Office 365 plug-in for Virtual Office Meetings. This plug-in allows users to better coordinate with colleagues by creating and updating Virtual Office meetings via Office 365, and the closer integration with your Microsoft apps means that organizing meetings is easier than ever.

What router works with a SoGEA business broadband connection?

We offer hassle-free, preconfigured routers using zero-touch provisioning. Depending on your router requirements are the sales department will be able to recommend the best one to suit your requirements.

Voice Services and Keeping My Number?

SOGEA is a data-only, broadband service whereby it does NOT include a voice service. Therefore, a separate order must be placed with us for one of our hosted or SIP services, if you wish to keep and port your existing telephone number associated with your phone line.

Care levels that support SoGEA?

Care levels allow you to place the importance on the service ‘fix time’ depending on your needs. At present only the standard care level is available however enhanced/premium options will be available later.   Standard Care is available Mon-Fri (0800-1800), 40 working hours, Regional Public and Bank Holidays. Allowable parked.

What is the SoGEA Infrastructure?

SOGEA uses the same technology as current FTTC product. Fibre technology is used from the local Exchange to the PCP (green street cabinet) and then copper from the PCP to the premises.

What are the lead times for ordering a SoGEA connection?

New SoGEA connection is 5 working days. Migrating a SoGEA connection is 10 working days. Modifying a SoGEA connection is 1 working days.

What speeds can be expected from SoGEA?

Current speeds available to order are; SoGEA 40mb download / 10mb upload / Available to 28 Million SoGEA 55mb download / 10mb upload/ Available to 28 Million SoGEA 80mb download / 20mb upload/ Available to 28 Million SoGFast 160mb download / 30mb upload/ Available to 2 Million SoGFAST 330mb download / 50mb upload/ Available to 2 Million

Is their a data cap or a restriction on IP allocation?

SoGEA connections are fully un-metered unless otherwise advised and are provided with a range of IP options.

Availability of SoGEA?

SoGEA is currently available at over 28 million UK premises.

Upgrading from ADSL Business Broadband to SoGEA?

If you are upgrading from ADSL to SoGEA it will be upgraded with us at zero cost for new and existing customers.

Order process for SoGEA?

With SoGEA you have a simplified ordering process = no single line means no more simultaneous line and broadband orders or dual fault journeys.

Response Time and Support of SoGEA?

With a SoGEA connection you can expect a much more responsive resolution time as you’ve got a single solution with a single business broadband provider.

Commercial comparison of SoGEA?

As SoGEA is combined broadband and business line rental the cost is slightly lower than a traditional business PSTN line with broadband.

Can I still order traditional business broadband before 2025?

All traditional single line and business broadband orders will no longer be able to be ordered from 2023.

Why SoGEA now?

As part of the BT Openreach PSTN & ISDN switch off in 2025 all businesses will be required to have a SoGEA business broadband connection. Therefore, it makes sense to order SoGEA now and avoid the expense later.

Why is SoGEA replacing traditional broadband orders?

Previously you were required to have a single PSTN line to order your business broadband upon. BT Openreach moving forward are delivering Fibre Broadband and G Fast Fibre on a single order. This means there is no need for to have a single business line or order a business line separately.

What are the new SoGEA business broadband products that are replacing traditional broadband?

The Single Order business broadband services which are replacing traditional broadband are: FTTP SOGFAST SOGEA SOTAP

What does SoGEA stand for?

SoGEA stands for Single Order Generic Ethernet Access.

Can Voice Push be added to other services?

Voice push campaigns can be incorporated into an omnichannel send. Allowing you to integrate SMS messaging into your voice broadcasts maximising your contact rate.

Can voice push broadcasts be manipulated mid-send?

Once you start a voice push campaign it can be paused mid-campaign allowing your agents to answer any calls which have been generated before continuing to generate leads.

Can voicemails be left if a voice push is unanswered?

Our voicemail detection service will know when a voicemail has been hit allowing you to leave your preferred message within the users’ voicemail box.

Are there any limitations to the number of voice pushes that can be made?

There are no limitations to the number of voice pushes that can be provided, only the number of concurrent voice push lines which are in use at any one point being a maximum of 90.

Are unconnected voice pushes chargeable?

Only calls which connect are charged. Calls which ring out without being answered are not charged on.

How is the Voice Push campaign service managed?

With our Voice Push campaign service, we can set up and send Voice Push messages on your behalf.

What industries mostly benefit from using Voice Push sends?

Any company looking to take advantage of maximising sales, debt recovery, updating a large number of employees or customers will benefit from using our Voice Push broadcasting services.

What reporting is available?

We offer reporting within our SMS platform as standard as we believe it’s an important aspect for our customers to know which SMS’ are delivered, removing them and additional cost moving forward.

What other services can be integrated into the SMS platform?

Currently we have our QA platform already integrated into our SMS platform to provide comprehensive surveys to our customers and calibration against agent insight. HLR lookup is another service that is available within the SMS platform allowing customers to check numbers are active prior to texting them.

Is my information secure?

Inline with our ISO27001 security standards all customer information is securely stored within our partnering data centres. Access is restricted based upon role to facilitate supporting your business.

How quickly can an SMS platform be setup?

An SMS platform can be setup and readily available within 3 working days from point of order.

How do you bill for SMS?

Text messages are generally billed via payment in advance. We can invoice monthly for your SMS sent the previous month however this is subject to a satisfactory credit check and may involve validation.

How can text messages route back to us on your platform?

We can provide multiple ways to facilitate your text requirements. Including a dedicated short-code, a shared short-code or a long number, depending on your preference.

Do you provide ‘grey routes’ or international routing?

We will only use UK paths to deliver SMS for our customers as it’s the only way to provide a guaranteed quality of service and comprehensive reporting?

Can you accommodate a bespoke change to your SMS platform?

Our SMS platform has been built by another company within our group. Therefore, development is always an option for clients depending on availability and costs.

Can we text international and premium numbers?

International and premium numbers are barred from our SMS platforms as this is often associated to fraudulent activity. If you have a requirement for either of these options, there is a comprehensive validation process which we ask you undertake.

Can we build our own call plans?

You can build call plans which align with your operating hours and business needs. Schedule call routing in advance according to your business hours and call handling requirements and use call divert options to maximise your call handling potential, improving productivity and customer service levels.

Can we see caller information?

Simple graphs of your inbound call statistics help you to track calls. Snapshot data provides you with results of calls handling performance enabling you to make informed decisions.

How does Inbound improve customer service?

You can manage what happens to your calls when your office or shop is busy or when closed; divert calls during these times to another location or mobile and never miss a call again. You can record calls for compliance or training and report on your company’s productivity.

What happens when we are really busy on the phone?

You can queue incoming calls to a destination number in our network to assist with call handling during busy periods. Use live queue statistics to monitor customer service and manage queues with optional queue breakout and overflow preferences to an alternative, destination, announcement or voicemail service. Project call data onto a wallboard to provide immediate feedback to call handling agents and their supervisors.

Can inbound help with business continuity?

Yes, with Inbound, you can cater for business continuity in the event of a disaster or unforeseen event by instantly redirecting calls to another site.

Is Horizon Recording across multi-devices?

Using Horizon’s advanced call recording, you can record calls for a user via a handset, softphone client or mobile. Therefore, tracking recordings per user not device.

Does Horizon Record Calls?

Horizon has call recording inbuilt as standard. Deeply integrated into the cloud platform you have control over your calls via the GUI interface. Call recordings can be accessed, played back and downloaded.

Am I able to record my calls?

Listening to your customers can offer a valuable insight into your organisation: maximising customer service, helping with staff training, and ensuring peace of mind when it comes to due diligence. Gamma’s intuitive and secure call recording solution is deeply integrated with Horizon’s cloud platform, giving direct control to you over both your telephony and your call recording solution.

  • One intuitive software service – recordings can be accessed, downloaded and noted on from one web login.
  • Record the speaker, not the number – Advanced Call Recording will record your users, whether they are speaking on a mobile, office phone, or soft client.
  • Order and use on a native cloud platform – you’ll have a scalable investment, with a clear, usage based payment structure.

What CRM integration is available on hosted?

Integrating your telephone system with your CRM or business systems can increase business productivity and improve customer service levels, with reduced call times and caller recognition. There are many CRMs our hosted phone systems will work with out of the box, including Salesforce, Zoho, Outlook, Google, Bullhorn and Sage.

Can I have an Auto Attendant on Hosted?

Auto attendants are included within our hosted phone systems as standard. Furthermore, we empower our customers to access the platform and make changes to their Auto Attendant in real-time.

Is there a maintenance contract with hosted?

As our hosted phone systems are managed within the cloud there is no on-site hardware that needs to be maintained. The phone system is continually upgraded, benefiting you as our client.

Can I use my own business internet connection with Hosted?

Our hosted phone systems will work with any data connection, subject to your firewall and router configuration. Whilst we cannot guarantee QoS across your existing internet connection, providing you have sufficient bandwidth (recommended at 100kbps per call) your hosted calls will work without issue.

Where is my data stored and how secure is AuditWise?

All data is stored with Microsoft in the UK and all accounts are permissioned and password protected. We also include a free IP lockdown service limiting who can access the system from outside the business.

What happens if I forget my password?

We have a built-in authentication system with the right permissions that allows users to reset their teams’ passwords by the click of a button.

Are there any other implementation costs?

Other than the monthly fee there are no hidden charges to AuditWise. We help with the initial set up and induction, then continued support going forward.

Can I upload a call into AuditWise?

Yes, you can upload the associated files to any scored interaction. This can be a call recording or a transcript of an interaction.

I’m used to using Excel, will I find it easy to use?

AuditWise has been developed to ensure that it is intuitive and easy to navigate around. There are helpful hints available when building a scorecard and even some ready-made templates to save you starting from scratch. Our team are also on hand to help with any questions that you may have.

Can I only use it to score calls?

AuditWise can be used to score any type of customer interaction, e.g. voice call, email, webchat etc. Additionally, you can add the relevant file type to the scorecard whether that be an audio or a text file.

How many users can I add into AuditWise?

There is no limit to the number of users that can be added.

Is my data secure?

Access to AuditWise can be controlled by managing the IP addresses that are permitted to access your account. You can add or delete the relevant IP addresses as necessary.

What happens to my data after the free trial?

If you choose to upgrade to a full account with AuditWise, any data that you have entered during the free trial will be retained. Alternatively, the data will be deleted from the system if you choose not to upgrade.

What do I need to do to start my free trial?

Simply enter your details into the form on the website or contact one of our Sales Team who would be happy to get the trial started for you.

What is Akixi 2000 Reporting?

Delivers the complete contact centre tool allowing you to successfully manage your staff, campaigns and resources effectively. Akixi 2000 is the perfect tool to help deliver outstanding customer service. ACD Agents Included. Desktop Wallboard Included.

What is Akixi 1000 Reporting?

A business dashboard that helps you manage your telephony resources and usage cost-effectively. Akixi 1000 provides comprehensive real-time call analytics which allow you to scrutinise and analyse your customers, supplier contacts and staff historically and in real-time. Desktop Wallboard Included.

What is Akixi Reporting Lite?

A basic call logging service that includes historical call reporting. Akixi Lite offers scheduled reports, cradle to grave call reporting and trend analysis by multiple intervals such as half an hour, per day, per week or per month.

What are the Contact Centre Reports like?

Akixi 2000 provides powerful ACD call centre reporting and our most advanced call analytics service. Effectively monitor and measure your ACD agents’ statuses, do-not-disturb activity and general performance. Identify performance issues and areas for improvement, find out which employees are performing above or below required norms, improve staff training and enhance the efficiency of the entire team. Our call reporting software records time on duty, average call times, multiple call queues and not-available states – the perfect call centre reporting solution to help drive improved customer service.

What information is offered in the Desktop Wallboard Reporting?

Displays real-time call statistics in large individual tiles where each statistic can have a specifically configured alarm. The desktop wallboard shows business related activities that help to motivate your team and can be customised to suit your company’s specific needs.

How are reports viewed?

You are now able to view your Desktop Wallboards on smartphones and tablets. Obviously in addition to desktop.

Why should my business record calls?

Usually calls are recorded for a specific need. Typical reasons are legal compliance, coaching and training, quality control, fact verification and risk mitigation.

What do I do if my calls have been recorded unlawfully?

Under RIPA it is a tort to record or monitor a communication unlawfully. This means that if you think you have suffered from unlawful interception of your phone calls or e-mails you have the right to seek redress by taking civil action against the offender in the courts.

What different pieces of UK law need to be considered when recording calls?

The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:

  • Regulation of Investigatory Powers Act 2000 (``RIPA``)
  • Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 (``LBP Regulations``).
  • Data Protection Act 1998.
  • Telecommunications (Data Protection and Privacy) Regulations 1999.
  • Human Rights Act 1998.

Do I have to let people know calls are recorded?

No. So long as the reason for the call recording is for regulatory reasons, to provide evidence of a business transaction, to ensure quality standards are maintained, to prevent crime, ensure correct usage of a telephone system.

Do businesses have to tell me if they are going to record or monitor my phone calls or emails?

No. as long as the recording or monitoring is done for one of the previously mentioned purposes the only obligation on businesses is to inform their own employees. If businesses want to record for any other purpose, such as market research, they will have to obtain your consent.

Can a business record or monitor my phone calls or email correspondence with them?

Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:

  • to provide evidence of a business transaction. to ensure that a business complies with regulatory procedures. to see that quality standards or targets are being met in the interests of national security. to prevent or detect crime to investigate the unauthorised use of a telecom system. to secure the effective operation of the telecom system.
In addition, businesses can monitor, but not record, phone calls or e-mails that have been received to see whether they are relevant to the business (ie open an employee's voicemail or mailbox systems while they are away to see if there are any business communications stored there). However any interception of employees' communications must be proportionate and in accordance with Data Protection principles. The Information Commissioner has published a Data Protection Code on ``Monitoring at Work``. The Code is designed to help employers comply with the legal requirements of Data Protection Act 1988. Any enforcement action would be based on a failure to meet the requirements of the act - however relevant parts of the Code are likely to be cited in connection with any enforcement action relating to the processing of personal information in the employment context. Accordingly this Code of Practice and the Data Protection Act must also be considered by any business before it intercepts employees' communications.

Which Networks do you partner with for Ethernet Leased Lines?

We have multiple partnering agreements for our Ethernet Leased Line agreements. Utilising a close relationship with BT, Vodafone, TTB and Virgin we can ensure that we can obtain the most competitive pricing for your Ethernet Leased Line quotation.

What support can I expect from having an Internet Leased Line with UK IT Networks?

Here at UK IT Networks we don't operate multiple queues. We provide each and every customer a dedicated account manager. So if you ever encounter an issue or query with your Internet Leased line, one call to your account manager or our dedicated support team is all it takes to find resolution.

What Service Level Agreement can I expect from an Internet Leased Line?

As standard, Internet Leased Lines are highly resilient. We offer a 99.985% protected circuit availability SLA. We are aware some ISP’s provide a 100% SLA, however you’d probably find that all service credits will work out similar should you ever encounter an outage.

What options are there for backup on Ethernet Leased Lines?

We offer all of our customers failover connectivity for their Ethernet Leased Line ranging from ADSL2+, FTTC to an alternative carrier's Ethernet. Using Cisco technology our failover is provided using HSRP. If we provided one Internet Leased Line over one BTW and the other over Vodafone, both would have their own managed Cisco hardware, mapped with the same IP addresses, failing over to each other in the event of a network outage.

What hardware is provided for your Ethernet Leased Lines?

Unless stated otherwise all our Ethernet Leased Lines are provided with a managed Cisco router. Which Cisco router is provided will depend on what sized Ethernet Leased Line you take in order to provide optimum performance at all times.

How are Ethernet Leased Lines monitored?

All of our Ethernet customers Leased Lines are monitored within our NOC 24/7/365 to ensure consistency in performance and immediate response to service issues.

How long does it take to install an Ethernet Leased Line?

Installation times are subject to survey and can change from order to order, however as standard; Ethernet First Mile can be delivered in 30 working days. Ethernet Leased line can be delivered in 60 working days.

Can our Ethernet Leased Line be upgraded?

Our customers can upgrade their Ethernet Leased Line speeds at any point. However they may need to consider what their Ethernet Leased Line bearer speed is. For instance if you have a 10Mbps Ethernet Leased Line on a 10Mbps bearer, you are at the maximum speed of the Ethernet Leased Line already. Therefore we would need to install a new connection to meet your requirements. Upgrades are subject to increase in rental charges.

Can our existing Fibre be used at site for an Ethernet Leased Line?

It’s standard within the industry that all quotations make the assumption that existing fibre is present and available for use to deliver an Ethernet Leased Line. A site survey will be carried out to ascertain whether the correct fibre provisions are available to use. A survey is normally completed immediately after you have placed your order for Ethernet.

What is Converged Ethernet?

Using Converged Ethernet your business would make cost savings by consolidating voice and data. You can have full confidence in partnering with the market leader in VoIP telephony delivery.

What does un-contended Ethernet mean?

Ethernet is provided over a dedicated network which is not shared with other businesses. This ensures that your Ethernet Leased Line offers 100% of the bandwidth you’ve been quoted, regardless of times, network restraints and other businesses' demands.

What Ethernet Leased Line speeds are available?

We provide Ethernet in different flavours, from 1Mbps up to 10Gbps. Ethernet First Mile range from 1Mbps to 35Mbps, depending on the distance from the exchange. Ethernet Leased lines speed typically range from 10Mbps to 10Gbps.

What is an Ethernet Leased Line?

An Ethernet Leased Line is a dedicated connection between your premises and the internet. Unlike traditional broadband, Ethernet Leased Lines are uncontended; ensuring you get the bandwidth speeds you have subscribed to. Ethernet Leased Lines are ideal to support applications such as Voice (VoIP), video conferencing and large data transactions.

How do you monitor jitter and packet loss on voice assured connections?

The target level for Jitter is <±45ms. In order for voice to be intelligible, consecutive voice packets must arrive at regular intervals. Jitter describes the degree of variability in packet arrivals, which can be caused by bursts of data traffic or just too much traffic on the line. The target level for Packet Loss is <2%. Packet Loss is measured in terms of packet delivery and is defined as the percentage of packets sent that reach their destination within a certain time. Packet loss is a common occurrence in data networks, but devices/applications are designed to simply request a retransmission of lost packets. Voice traffic can tolerate no more than a three percent loss of packets before callers experience disconcerting gaps in conversation.

What is the fault repair time on broadband used for voice services?

Understanding the importance of voice connectivity, we have set a stringent SLA which governs our Assured connections. Assured broadband, which includes a managed Cisco router, has a 22-hour SLA fix time. Router replacements are targeted for the next working day. All our circuits are diagnostic checked from our network as soon as a fault is reported.

Can we move our existing broadband connection to UK IT Networks?

Moving your existing broadband connection to us is very simple. You no longer need to ask for a specific code from your incumbent, the transition is driven by us. We have a specialist provisioning team who will make the migration and update you along the way.

What is the resilience of your broadband network?

We only place our broadband connections on networks that are 'business broadband exclusive'. This ensures that our network is not heavily congested with residential internet usage, allowing your business to benefit from high speeds through the network at all times.

Do we need to take your broadband connection to have your IP services?

Having your broadband with us isn’t compulsory, however, is very much encouraged. Not only do we make our IP offerings more commercially attractive for you to move both, supporting your IP services is dependant in your internet connectivity. Poor internet leads to poor quality of calls and managing both allows us to maximise uptime and provide a single point of contact.

Where is Converged Business Broadband available?

It’s currently available to over 90% of business customers, with fibre converged availability increasing weekly.

How does Converged business broadband work?

Using our intelligent broadband network and the advanced features of the Cisco routers, we are able to provide a QoS-enabled service that means you can enjoy consistently high-quality voice, backed up by a performance SLA that is unhindered by any other data transferred across their single, converged connection.

Why use Converged Broadband?

If you're looking for a business broadband connection that can provide you with service reliability, great value for money, UK-based support and services at speeds tailored to your business then our converged broadband solution is right for you.

Who is Converged aimed at?

Converged Broadband is ideal Small to Medium businesses and home workers where the cost of a second line for IP telephony is too prohibitive – the cost savings gained from consolidating broadband and ISDN connections offer a considerable cost saving to a widened market.

What is a voice assured or converged broadband connection?

A voice assured broadband connection has been specifically designed and modified to ensure voice quality can be delivered for the number of concurrent voice calls you require. Connected via a managed router allows us access to monitor your connectivity levels day-to-day.

What is the service availability for assured business broadband?

UK IT Networks will provide a target service availability of 99.95% for our core network, so have peace of mind that are Assured connections are highly resilient. The Service Availability relates to the service from the core network to the IP Telephony platforms.

What if I experience an issue with my business broadband?

When faults occur all support calls are dealt with by our UK based support team. Out of hours calls are routed to our out of hours support team which are also UK based. Our customers are allocated a dedicated account manager whom they can route any enquiries through Monday to Friday.

What is it meant by download speed?

Download speed is the rate that information is received over your broadband line. For example, the time it takes to download software from the internet onto your computer is determined by the download speed available.

Is there a minimum term contract?

Yes our minimum term is 12 months but we also offer 24 or 36-month contracts.

What bandwidth does my business need?

Deciding on what bandwidth your business needs is dependent on different factors, such as the number of employees and operations that you carry out (email, online banking, VoIP, downloading and uploading files, remote access, video conferencing, and more). Our fibre FTTC Broadband package is ideal for home workers who require high speeds or small (1-26 users) to medium (26-99 users) businesses. If you’re still not sure which broadband package is right for you please speak to a member of our sales support team 0344 324 8585.

Will I own the professional voice recordings?

You will own the audio once they have been provided. However please bear in mind they can only be used internally or for the purpose you recorded them for. I.e. phone system recordings cannot then be used for radio advertising.

Why is there a setup cost with your voice recordings?

Our agreements with our artists are based on time. Which means that if an artist has to record a single voice recording it's not commercially viable for them to visit a recording studio. If however you take more than one voice recording, no setup charge will be associated with your order.

Why do the prices vary?

Our recording artists charge for time in the studio. Therefore, if you order a low number of recordings there will be an additional charge added to meet our recording artists minimum charge.

What phone systems do you voice recording audios work with?

We can accommodate 99% of phone systems where an professional voice audio file can be uploaded. If you're unsure, speak with one of our account management team whom will be able to assist you. Orders made via the website or through our sales desk are priced the same.

What is your artist availability?

As standard our artists are available to make your professional voice recordings. We try and advise customers that our recording artists are like everyone else and have commitments. Therefore, around festive periods and bank holidays you may find that their availability is limited.

What happens if I’m not happy with my voice recording?

Once you’ve placed your order, our account managers will ensure that we have a really good understanding of what you are expecting. Including understanding any pronunciation requirements you want to specify. Once we’re received the recording back from the artist, if you’re not happy, we will work with our artists to correct your concerns.

What format are professional voice recordings made in?

At the point of order you advise us of your preferred voice recording format. However if you're unsure we can advise the majority of formats for phone system voice recordings. If your voice recording requires changing, our support desk will make the changes and resend in your preferred audio type.

What are the bulk-discounts available?

Whilst we’ve tried to ensure our pricing is competitive as standard. We can offer aggressive discounts for a high number of recordings made at the same time. As professional recording artists charge for time, recording multiple recordings at once can benefit from lower pricing. Email our accounts managers for a bespoke quotation [email protected]

We’d like recordings made in different languages, is this possible?

We’ve partnered with an international voice over agency to fulfil our multi-lingual voice recording requirements. Therefore, enabling us to offer voice recordings in over 170 languages.

If I take voice over package, can I mix artists?

Taking any of our voice over packages will allow you to mix artists to fulfil your recordings. Therefore, your preferred artist can be selected based upon what image you are aiming to give the customer.

I don’t want a professional voice recording contract or package?

A high volume of our orders are single voice recording purchases. Within the selection menu simply select 'no-contract' and the pricing we offer has no contract associated.

How long does it take for professional voice recordings to be made?

Upon submitting your order recordings are made within 48 hours depending on artists availability.

How is payment made for professional voice recordings?

Payment can be via BACS or credit / debit card over the phone. Existing customers benefit from longer payment terms and they’ll be added to your monthly invoice.

How are professional voice recordings sent?

As standard they are sent via email in your requested format. Larger quantities of professional voice recordings are provided via SFTP.

Are professional voice recordings de-breathed?

All recordings are de-breathed and cleaned prior to sending them on to you. De-breathing the recordings is taking the breaths out and replace them with silence, for a professional delivery to you and your customers.

Are there multi-product discounts available from UK IT Networks with professional voice recordings?

If you take one of our phone system solutions from us, we’ll provide free professional voice recordings. Including; welcome message, out of hours message and hold music or auto attendant.

Can I choose my own hold music for our voice recordings?

We have a catalogue of music selections you can choose from. However, if you’d prefer to provide your own music, providing you have the necessary licenses, we can add this to your recordings.

What is the coverage of Multi-Net?

MultiNet bolt-on enables you to do business in more places than you would with a single network. So, while your competitors are out of signal and their calls are going through to voicemail, you keep working – making your business more accessible for customers.

We want to retain our mobile numbers

When you take out a service from one of our networks, porting your numbers between carriers is something we facilitate for 95% of business mobile customers.

Is it more competitive to go directly with a mobile network?

A common misconception with business mobiles is customers can always get a better commercial deal direct from their network. As a reseller of multiple networks, we’ve got the advantage of placing our customers with the best deal that’s available within the marketplace. Furthermore, the best deal may not always be the cheapest on a like-for-like basis. Offering our hosted solution as part of a converged overall solution can provide significant benefits and commercial savings in how a business operates day-to-day.

What tariffs are available with your business mobile offering?

Our range of business mobile deals across multiple networks allows us to offer packages for single users, PAYG users, shared business users with unlimited calls and SMS packages. International roaming packages and multi-net make our offering commercially aggressive whilst removing the issue of network coverage.

Does the SIP MS Teams Direct Routing offering integrate with the Teams mobile app?

Currently there is no integration with the Teams mobile app i.e. incorporating call control elements. However, given Microsoft maintain all signalling and media in Teams when using the app, then external calls will continue to route.

Will there be any knowledge document(s) on the Academy to assist with setting up Direct Routing?

We will provide a Configuration document to support this, although can take no responsibility for the Microsoft environment itself.

How are numbers used allocated to Teams users?

Numbers are configured and managed within then Microsoft Teams customer tenant. The Microsoft environment handles all call control and number management.

Does every MS Teams user still require a Microsoft Phone System licence with SIP MS Teams Direct Routing?

Not all O365 licences need to be aligned to a Phone System Licence, but Yes, every user who requires voice enablement will requires a Microsoft Phone System licence. As an example, a customer tenant may include 1000 users, but you could choose only to enable a subset of those users for PSTN voice, say 800. All users aligned to a Phone System Licence would need to be matched to Microsoft Teams – Direct Routing enablement. In this scenario, all 800 would need to be declared. If these figures, do not align, then some identified users would not be recognised and would be unable to make/receive calls.

Can I deploy SIP Direct Routing for MS Teams internationally?

At present our primary focus in UK based businesses only. However, it is possible to deploy SIP Direct Routing for MS Team internationally with some important caveats. Calls between MS Teams users who are part of the same MS tenant will be on-net calls and therefore FOC. Calls from a MS Teams user based outside of the UK to a UK geographic or UK mobile number will use the available minutes bundles where applicable. Calls from a MS Team user based outside the UK calling a local number (a call from Germany to German number for example) will be charged as an international call.

Is there an international minutes bundle available for Direct Routing customers?

No, there will be a charge for all international calls, these charges can be found on the IP direct off-net rate card or the Call Traffic Prices Tool (filter by IPDC off-net).

Where can I find my call charges for Direct Routing customers?

On the IP direct off-net rate card or the Call Traffic Prices Tool (Filter by IPDC off-net) both available on the Billing page of the Gamma portal.

What happens if I have to completely cease a Direct Routing customer?

We will charge the remaining contract term.

Is it possible to increase and decrease the number of users during the contract term?

Yes, the product is inherently flexible to adapt to the changing business environment. However, within the T&Cs there is a caveat that should you terminate within contract, you must be within 50% of the maximum number of users within the contract term.

Is the minutes bundle pooled across the SIP Direct Routing end point?

Yes, the available minutes are aggregated across all users.

What minutes bundle is available with Direct Routing?

2000 minutes to UK geographic per user, per month on a 12 month term, with an additional 2000 minutes to UK mobile per user, per month on a 3 year term.

What are the Direct Routing contract term options?

There is a choice between 12 months or 3 year contract term lengths. A 3yr contract term includes the UK mobile minutes bundle.

How is Direct Routing priced?

The product is priced per user, per month and depends on the total number of users:

  • £2.50 pu/m for 299 users or less
  • £2 pu/m for 300 users or more

Will SIP work with my existing phone system?

If your phone system is new, it is likely you will have the capabilities to connect SIP trunks without too much fuss or cost. What you may need is an additional SIP card or licenses which you will need to obtain from your phone system supplier or Maintenance Company. If your phone system cannot support SIP then now may be the time to look at a hosted solution. We have 1000’s of users currently enjoying the benefits of Horizon today.

Why use SIP instead of traditional ISDN?

A SIP Trunk is carried across your existing data network. This removes the requirement to have expensive BT Openreach line rentals. SIP trunks are more flexible than normal PSTN lines. They allow you to present multiple numbers to your customers, and the number your business uses day-to-day is not subject to your location – it can be any number.

What connection do I use for SIP?

Whilst you can run SIP Trunks on any data connection we recommend using one of our designed data circuits, either assured IP, converged or Ethernet. SIP calls require bandwidth, and if you do not have sufficient bandwidth on your existing data circuit it is likely you will experience disconnected calls and jitter.

Is SIP cheaper than ISDN?

Generally the answer would be YES. SIP trunks are cheaper than ISDN30e and ISDN2e line rental, and call costs are lower when utilising SIP trunks, including zero cost site-to-site calls. However what is sometimes overlooked is the internet connectivity to deliver your SIP calls. As mentioned in the SIP reliability question, to try and push SIP calls across a low-end data connection could have a disastrous impact on your business.

How reliable are SIP trunks?

Providing you choose the right partner, YES. SIP calls can become problematic if:

  • The data connection cannot support the number of concurrent calls
  • The SIP network is not reliable with the necessary failover equipment
  • The end user equipment is not up to date to support your SIP trunks

We ensure that our solution will work within your environment before we put pen to paper. We offer data connections that suit your expansion rates, our SIP partner is the largest provider of VoIP in the UK, and should your phone system not be up to the task we can recommend our hosted solution, Horizon.

Can I move my existing business number to SIP trunks?

In most cases, YES. Geographic number porting is quite simple and painless. We can port your geographic number from most Tier 1 carrier networks. 95% of the time customers port their geographic number from ISDN or analogue BT Openreach lines to our SIP trunking solution.

When is ISDN being withdrawn?

ISDN lines will be completely unavailable to operate as of 2025. BT will be restricting new ISDN orders in the coming years and no longer providing them as standard within the next 6 years. This means if you’ve not already moved to an IP based product like SIP or a hosted phone system then be aware that this is a move your business will have to make in the near future.

What is the preferred replacement for ISDN?

SIP Trunking is our preferred replacement for traditional ISDN. It connects your phone system to the PSTN via broadband, FTTC or Ethernet connectivity. Our SIP Trunks work seamlessly with each of the leading IP phone systems in the UK marketplace. Compared to ISDN our SIP trunking service is less costly per channel and more flexible in how and where geographic telephone numbers can be used. It’s also quicker to install and provision and, as standard, it delivers extremely robust business continuity.

How do I know what we will save as a business?

Our account management team will make a no obligation cost comparison of your existing ISDN services. We’ll provide your business with a presentation of transferring services like for like, whilst also advising what are the benefits of moving to SIP or a hosted telephony solution.

What is SIP Trunk Call Manager?

In a nutshell, it’s a bolt on service for our SIP trunks which offers an array of call control features and SIP trunk services.

What does “SIP trunk” mean?

SIP stands for ‘Session Initiation Protocol’ which is the protocol that controls setting up the call and tearing it back down again. A SIP trunk is a virtual telephony line that connects your office to the outside world using a data connection instead of an ISDN or analogue phone line. SIP trunks carry your voice calls like an ISDN circuit would, generally at a lower cost. SIP calls between two SIP-enabled sites are zero cost as the call remains on-net.

What support do I get with my 01/02 number?

We are proud to still be offering a 24x7x365 UK based customer support team, in addition to a desk based account manager. We understand the impact it would have on your business if your 01/02 numbers stopped working. For this reason it is important to us, to ensure that communications are not jeopardised by routing the calls over-seas.

What other features are available on my ported 08/03 number?

We provide your 08/03 numbers will all the services listed on our features page. This includes network call recording, queuing, auto-attendant, hunt groups, call ratio, fax to e-mail, advanced stats and more.

What other features are available on my 01/02 number?

We provide your 01/02 numbers will all the services listed on our features page. This includes network call recording, queuing, auto-attendant, hunt groups, call ratio, fax to e-mail, advanced stats and more.

What is the up-time guarantee on virtual geographic numbers?

All our 01/02 numbers are provided with a 99.995% up-time guarantee for delivery of voice.

What happens if I can’t port my number?

If you have taken a number from a single switch carrier, or a provider that doesn't have porting agreements with our partners, we can introduce a new number range, and slowly phase that number into your environment. For instance, if you have an 0844 number we can't move, we will give you a new 0844 number, and mirror exactly what your existing number does. This will allow you to change where your number is advertised immediately in places such as your website and e-mail signatures. Stationery and other places where your 08/03 numbers are printed can remain active on your old number, and when you come to reprint your stationery you can seize this opportunity to display your new number.

What do I need to port my 08/03 number?

In order to port your 08/03 number to UK IT Networks, we need 3 documents, 2 of which completing.

  1. 1. A recent bill - this only needs to be the front page of your bill. We need this in order to complete the porting document. If we submit an incomplete porting document to your incumbent, they may well reject our request to move your 08 numbers. This may result in the delay of moving your numbers to us.
  2. 2. A signed sales order - this is our sales order, confirming the commercials and functionality that we are offering you.
  3. 3. A completed porting document - We complete the porting document and send it back to you to print off on your letterhead and sign. This is the authorisation document we submit, allowing us to move your 08/03 numbers to our platform.

Our clients try to avoid answering our calls. How often can we change the 01/02 number within the dialler?

We suggest our customers take a batch of each number range. So rather than a single London 0207 geographic number, we’d provide 5. This way you can mix up which numbers you are presenting.

Is it possible to get a memorable local virtual geographic 01/02 phone numbers?

Yes. Our numbers are ranked via a ‘star’ system. A 1* 01/02 number would be a standard grade number i.e. ending 6305, where as a 5* 01/02 number may end in 9999. We do look to offer discounts on multiple number purchases, and therefore ask that you contact our sales team to discuss your requirements in more detail by emailing [email protected] or calling us on 0844 324 8575.

Is it possible to get a memorable 01/02 phone number?

Yes. Our numbers are ranked via a ‘star’ system. A 1* 01/02 number would be a standard grade number i.e. ending 6305, where as a 5* 01/02 number may end in 9999. We do look to offer discounts on multiple number purchases, and therefore ask that you contact our sales team to discuss your requirements in more detail by emailing [email protected] or calling us on 0844 324 8575.

I often move between offices. Can I re-direct my 01/02 number?

We empower all our customers to re-direct their own 01/02 numbers. For each 01/02 number you have with us, you will have the functionality not just to re-direct your calls you can also add a variety of over network services.

How long does my 01/02 number take to activate?

If your 01/02 number is ordered before mid-day, it should be made live the same day. Otherwise it’s the next working day. We take time to ensure your 01/02 number is connected correctly, so would rather take the extra few hours to make sure you have the access you need than rush your 01/02 order through. We also strongly advise that you do not, publish, market or disclose your 01/02 number until it has been confirmed as live.

How do I know if my ISDN30e or SIP provider will allow multiple geographic numbers to be presented?

Your ISDN30e or SIP provider will need to have presentation type 3 or 5 enabled. BT Openreach, Virgin Media, Cable & Wireless are all fixed line providers that can support this service. If you find that you cannot present multiple geographic numbers, then it may be worth speaking to one of our sales team about transferring your services to us.

How do I know if my dialler can manipulate the outbound number presentation?

Your ISDN30e or SIP provider will need to have presentation type 3 or 5 enabled. BT Openreach, Virgin Media, Cable & Wireless are all fixed line providers that can support this service. If you find that you cannot present multiple geographic numbers, then it may be worth speaking to one of our sales team about transferring your services to us.

Can my 01/02 number route calls to a mobile or internationally?

01/02 numbers can be pointed to a mobile, and to an international destination. However make note, that doing this will add an additional cost to your business to receive calls. You may want to look at a higher cost number such as an 084 or 087, which can absorb the diversion leg within the rebate. We can confirm what the cost would be by emailing [email protected] or calling us on 0844 324 8575.

Can I point multiple 01/02 numbers to the same campaign team within our call centre?

Yes you can point as many virtual geographic numbers as you like back to a single number. Using our advanced stats tool on our inbound platform, you can then log the number of calls made against each campaign 01/02 number.

Can I point multiple 01/02 numbers to my office to track marketing campaigns?

Yes, most companies use multiple 01/02 numbers as a way to track advertisements. Using 01/02 virtual geographic numbers gives your advertisement a seemingly local presence. You can use hundreds of 01/02 numbers, all of them point back to their contact centre main number or to predefined distribution groups. Using our advanced stats tool on our inbound platform, you can then log the number of calls made against each marketing 01/02 number. This will allow you to see what your return on investment is for that particular campaign.

Can anyone call my 01/02 phone number from anywhere in the UK? What about Internationally?

All callers will be able to call your 01/02 number from the UK and from abroad.

Are my numbers being ported to a Tier 1 carrier network?

We only port our numbers on to Tier 1 carrier networks. Resilience is more important than our commercial offering; therefore we’d never consider an inferior carrier network for our customers 08/03 numbers.

Are my 01/02 calls placed over Tier 1 carrier networks?

We only place our numbers on Tier 1 carrier networks. Resilience is more important than our commercial offering; therefore we’d never consider an inferior carrier network for our customers 01/02 numbers.

Are 01/02 numbers right for our business?

01/02 numbers are ideal if you are trying to give the impression of a local presence within that particular area. For instance your offices may be based in London, however you want to drive a local campaign in Manchester. You would use an 0161 for the marketing advertisement, which would then route calls to your London office. There are thousands of geo numbers that are used virtually in the U.K that you probably didn’t know you were calling. The caller pays a local or national cost, whilst the business pays to receive the call, unless delivered over our SIP solution.

Is it possible once I port my 08/03 number to add more numbers to our account?

Yes. Our numbers are ranked via a ‘star’ system. A 1* 08/03 number would be a standard grade number i.e. ending 6305, whereas a 5* 08/03 number may end in 9999. We do look to offer discounts on multiple number purchases, and therefore ask that you contact our sales team to discuss your requirements in more detail by contacting [email protected] or calling 0844 324 8575.

Can 08/03 numbers route to a mobile or internationally?

All ported numbers can be pointed to a mobile, and an international destination. However, in doing this it will add an additional cost to your business to receive calls. You may want to look at a higher cost number such as 0871 which can absorb the diversion leg within the rebate. We can confirm what the cost would be by contacting [email protected] or calling 0844 324 8575 We empower all our customers to re-direct their own 08/03 numbers. For each 08/03 number you move to us, you will have the functionality to re-direct your calls and you can also add a variety of over network services.

Can I change my ported 08/03 number?

We have worked with a number of customers to change their 08/03 number to a different numbering strategy. As an example, a revenue-generating number for a sales line, wouldn't have the same response as a 0800 or 03 number. Using our experience and technology we can set a time frame, and work with you to slowly phase out and replace with a new number.

What support do I get with my ported 08/03 number?

We are proud to still be offering a 24x7x365 UK based customer support team, in addition to a desk based account manager. We understand the impact it would have on your business if your 08/03 numbers stopped working. For this reason it is important to us, to ensure that communications are not jeopardised by routing the calls over-seas.

What is the up-time guarantee on my 08/03 number if I port it to UK IT Networks?

All our 08/03 numbers are provided with a 99.995% up-time guarantee for delivery of voice.

How long does it take to port my 08/03 numbers?

Porting should take no longer than 4 weeks to complete. However, sometimes it can take longer for your incumbent to complete the porting documentation, which we need to submit to the networks. If the 08 porting document is delayed this can delay the time it takes to port your number.

What's the call quality like?

Call quality, as with any communications system, is clearly dependent on the underlying access available. With our Ethernet and Broadband products delivering the service to your locations, you can be assured of great voice quality, underpinned by some of the most stringent SLAs in the business.

How do I present my company more professionally?

Horizon is the perfect platform for organisations that require a professional and simple-to-use interface with the outside world. Schools, public sector organisations, major venue and event operators; each has its own challenges in terms of maintaining staffing levels, training and cost, with the result that often it’s the first line of communications that suffers. Horizon is simple to set up and use and it lets you present a simple, flexible and, above all, totally professional image.

How do I rationalise my site?

A site survey is a useful exercise as it enables superfluous services and hardware to be identified, highlighted and considered during the decision-making process. As a cloud-based telephony platform, Horizon lets you dispense with a physical PBX and the associated cost of maintenance and it requires only the simple installation of on-site handsets. For larger, multi-sited customers the savings made will clearly be multiplied. Of course, as well as working seamlessly with Gamma’s SIP, Ethernet and Broadband products, Horizon can interface with legacy connections too, making it the totally flexible solution.

Is it expensive to install?

With only a minimal capital outlay required, Horizon is suitable for any size of business looking to improve its productivity and image.

What is hosted telephony?

A telephone system that resides in the cloud rather than in your office. Users access the system through a standard IP handset or a softphone – a screen-based virtual phone with headset. Calls are made/received over a broadband connection to the Gamma network. From there they are routed to PSTN fixed and mobile devices.

What are the financial benefits?

There is no up-front spend on hardware or software plus hosted telephony means no costly PBX maintenance or upgrades as we are responsible for the hardware and software, including system upgrades. You can also access low-cost and free IP calling.

What level of control does hosted telephony give us?

A huge amount – your organisation’s entire communications, across multiple sites and countries, can be managed easily, right down to the individual user level, through a simple interface.

Is voice now an IT department responsibility?

Yes, business is changing: Nine times out of ten we will be talking to IT managers. You hardly see telecoms managers in business any more as voice increasingly sits under the IT umbrella.

Can we link applications together seamlessly?

You are able to link your desktop, office phone, mobile phone, Instant Messaging, CRM and other apps for a total unified communications solution, delivered by our network.

What CRMs can Horizon integrate with?

Horizon has a considerable number of integrations and a very useful TAPI driver as well, in fact we have so many that they need their own webpage, browse our integration content.

Technology built for your business

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We recently moved our NGN Platform into the control of UK IT Networks, this has been a great move for our company. Not only has this saved us money on our existing setup but will continue to save us money as we move forward with them.

As a busy office products company who takes over 100 telephone orders per day UK IT Networks are a vital supplier. Their pricing is very competitive but much more important to us is the level of customer services that they provide, world-class, fast efficient and friendly.

We have formed strong professional relationships with UK IT Networks and, in an age where call centres prevail, it is refreshing to know who you are talking to and with a company who truly understands your organisation and its particular challenges.

Partnering with UK IT Networks has meant that communications between our sites are now seamless and most importantly, their expert account management team are on hand anytime we need them to help us make the most out of the hosted phone system they have supplied us with.

Since using UK IT Networks we have seen a huge difference in the levels of efficiency within our internal operations causing us to see a higher level of performance all round. We are incredibly pleased with the service we get and I would definitely recommend them.

Our Partners

Working with proven UK partners to deliver world class services.

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