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Frequently Asked Questions

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...

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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...

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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...

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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...

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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...

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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.

8x8 Virtual Office Call Centre Virtual Contact Centre

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...

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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.

8x8 Virtual Office Gamma Horizon Hosted Hosted Telephony

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...

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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...

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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...

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What handset devices work with hosted?

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

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What languages does 8×8 Virtual Office support?

This version of the Virtual Office desktop app supports the following languages...

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What operating systems does Virtual Office support?

Windows 7 or newer, with...

Read More 8x8 Virtual Office Gamma Horizon Hosted Hosted Telephony

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...

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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...

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Are there any costs for implementation?

No, there are no set-up costs – just the monthly licence fee for the users.

AuditWise

Can I be sure my data is secure?

Absolutely! For additional security, access to AuditWise can be controlled by managing the IP addresses that are permitted to access your account. You...

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Can I only use it to score calls?

AuditWise can be used to score any type of customer interaction, e.g. voice call, email, web chat etc. Additionally you can add the relevant file type...

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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.

AuditWise

How long does it take to set up?

You can be up and running on AuditWise in minimal time. One you have access to the software, the set up is very easy and should take no longer than a...

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How many users can I add to the system?

There is no limit to the number of users that can be added. If you have a significant numbers of users, you can add them using the bulk upload functionality.

AuditWise

I am unsure how to write a scorecard, can you help me?

Absolutely! Our team are experienced in the design and implementation of quality frameworks and are available to support you in the creation of your scorecards.

AuditWise

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

Absolutely! AuditWise has been developed to ensure that it is intuitive and easy to navigate round. There are helpful hints available when building a...

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What if AuditWise isn’t right for me?

In the unlikely event that you do not like the software, you can cancel free of charge within the first 30 days.

AuditWise

Are there any cordless handsets?

Yes there are a range of DECT cordless phones that work. For large spaces a fully wireless IP DECT solution can be provisioned.

Avaya IP Office Avaya Maintenance

Can I do hot Desking?

Yes. Users can simply sign out of a handset, move to another desk and log back in.

Avaya IP Office Avaya Maintenance

Can I do video calls?

Yes, one to one video conference call facilities are built into the soft phone client.

Avaya IP Office Avaya Maintenance

Can I have an old fashioned style reception phone with lights?

Yes, if you have a big enough desk. We can also provide a receptionist console so that you can manage everything from a PC. This is also useful to...

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Can I have multiple sites?

Yes, either by using multiple systems to give a measure of redundancy or by having remote handsets.

Avaya IP Office Avaya Maintenance

Can I integrate my phone system with my database?

Avaya can provide a TAPI2/TAPI3 integration tool so that you can tightly link you application to your phone system. We also have tools that will allow...

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Can I make a conference call?

The IP Office phone system has a built in 128 channel conference bridge with up to 64 callers in a call. If you want a dial in hosted conference...

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Can I manage my own phone system?

Yes: We will install the manager suite and even give you guidance on how to use it.

Avaya IP Office Avaya Maintenance

Can I stop some users dialling international calls but allow it for the MD

Yes. The IP Office has a range of powerful programming features that allow you to tailor what each individual can dial.

Avaya IP Office Avaya Maintenance

Can I take calls on my mobile phone?

Yes, there is an app that runs on all the major operating systems that will allow you and your users all the advantages of a BYOD environment.

Avaya IP Office Avaya Maintenance

Can I use non-Avaya handsets

Avaya supports any third party SIP phone by use of an appropriate licence. You may however prefer the tighter integration features you get when you...

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Can I use Skype for Business or Microsoft Lync with my phone system.

Yes, there is a system license for this specific purpose. You can get the best call quality and still use the Skype for Business collaboration tools.

Avaya IP Office Avaya Maintenance

Can my call centre supervisor manage, monitor and assist the other agents?

Yes, this is built into the phone system. No need for clumsy headphone splitters.

Avaya IP Office Avaya Maintenance

Can my cordless handset run over Wi-Fi?

Using third party handsets we have a tested WiFi handset we can offer.

Avaya IP Office Avaya Maintenance

Can my phone system be fully hosted?

Yes. You can have everything hosted at a hosting centre, a device on a virtual machine on premise or a dedicated hardware platform on premise. Mix and...

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Can you record all the calls?

We can, depending on the requirement we have a range of solutions. These include PCI and GDPR compliant systems.

Avaya IP Office Avaya Maintenance

Do the phones have a built in phone book?

There is a user phone book with up to 200 entries and a system directory with 3000 hundred entries. If you add a number to the phone book you can see...

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Does my maintenance contract cover everything?

Our Gold cover is all inclusive, the only thing you need to pay for is upgrade. Even re-programming is included if you allow us remote access to your site.

Avaya IP Office Avaya Maintenance

How easy are the phones to use?

Avaya phones are designed from the ground up to be simple and fast. They have intuitive interfaces that minimise the keypresses needed to make a call...

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How many calls can I handle at the same time on my phone?

This is limited by the type of phone you have, an eight button phone can have eight lines so an individual user can handle up to eight consecutive...

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How many more users can I add to my IP office?

The IP Office platform will support up to 3,000 users.

Avaya IP Office Avaya Maintenance

I have a complaint, about a staff member. Can I tell when the caller called and who hung up?

We can install logging systems that cover ALL aspects of a call. Including all the steps; through auto attendants, how long a call was ringing at an...

Read More Avaya IP Office Avaya Maintenance

I have an older Avaya phone system; can I upgrade to SIP trunks?

Absolutely yes, and you will save money on your monthly bill.

Avaya IP Office Avaya Maintenance

Is it possible to have a computer phone using just a headset?

Yes. There is an app that runs on Windows, Android or on Apple. Choose your device and set yourself free.

Avaya IP Office Avaya Maintenance

Is there any way to block nuisance calls?

You can block nuisance callers for a single inbound number or for all your numbers.

Avaya IP Office Avaya Maintenance

Is voicemail included?

It is, and it can be expanded to provide queue selection, dial by name, dial by number, database lookup . comfort greetings, queue position. Just ask...

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Will my fax machine still work?

Yes, we can integrate fax sending and receipt into your phone system. Or we can provide hosted fax services.

Avaya IP Office Avaya Maintenance

Will my phone system work with my door entry system?

Yes, although you may need a suitable adaptor.

Avaya IP Office Avaya Maintenance

Will my phone work with my hearing aid?

Yes, there is an induction loop built into the Avaya handsets. If you need more we can integrate any specialist handset that you prefer.

Avaya IP Office Avaya Maintenance

Are Ethernet Leased Lines expensive to install?

No, we amortise the installation cost within a 3 or 5 year contract to reduce that up-front expenditure. Making Ethernet Leased Lines an affordable...

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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...

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

Moving your existing broadband connection to us is very simple. No longer do you need to ask for a specific code from your incumbent, the transition...

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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...

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

The target level for Jitter is <±45ms...

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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...

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UK IT Networks don’t have a track record in WAN services?

UK IT Networks have been providing managed data solutions via its carrier relationships for 7 years and voice services for significantly longer...

Read More Business Broadband Managed WAN & MPLS

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...

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

Understanding the importance of voice connectivity, we've set a stringent SLA which governs our Assured connections. Assured broadband, which includes...

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What is the resilience of your broadband network?

We only place our broadband connections on networks that are 'business broadband exclusive...

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What is the risk with migrating a business broadband connection?

Having completed thousands of broadband moves across to our network, we offer a peace of mind guarantee in a seamless migration...

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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...

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What level of support can we expect on 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...

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What savings can we anticipate?

Transferring business broadband is likely to provide you savings however that’s not the main driver for most businesses. The main reason we see for...

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What speeds are offered over your business fibre connection?

Business fibre broadband is the most cost-effective solution for small to medium businesses. Offering speeds of up 80Mbps download and 20Mbps upload...

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Where is Converged Business Broadband available?

It’s currently available to over 98% of business customers, with fibre converged availability increasing weekly.

Business Broadband Converged Voice

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...

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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...

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Using the skill-based routing, what can we route calls based on?

Agent skills – things like product knowledge or language spoken...

Read More Call Centre Virtual Contact Centre

What CRMs integrate with Virtual Contact Centre?

8x8 Virtual Contact Centre is integrated with leading on-demand CRM services such as Salesforce.com, NetSuite, hosted Microsoft Dynamics, Zendesk.

Call Centre Virtual Contact Centre

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...

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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...

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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...

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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...

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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.

Call Recording Gamma Horizon Hosted Hosted Telephony

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...

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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...

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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.

Call Recording

How are reports viewed?

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

Call Reporting

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...

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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...

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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...

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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...

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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...

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What is Xima Care for Chronicall Reporting?

Xima Care is an optional maintenance agreement that provides one year of technical support and software updates.

Call Reporting

What Realtime reporting is available with Avaya Chronicall?

With Chronicall Realtime you are given three supervisor displays: Agent Timeline, Group Timeline and Realtime Stats, also known as wallboards...

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What reporting can I expect?

Knowing how calls are managed within your business is an important aspect of running your organisation. Horizon offers as standard key call metrics...

Read More Call Reporting Gamma Horizon Hosted Hosted Telephony

What Reporting is available for Avaya Chronicall?

Report filters include: Agent / Extension Reports, Group Reports, External Number / Caller ID Reports, Call Direction, Call Costing, Time Interval...

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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...

Read More Calls & Lines Hosted Telephony SIP Trunks

How easy is transferring our business lines?

Moving business phone lines is seamless. Taking as standard 10 working days we request to move your line rentals through to us via our relationship...

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What are Analogue Lines?

Analogue lines are installed mainly via a line box / wall socket. To facilitate the connection of; analogue phones, fax machines or in the majority a...

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What are ISDN lines?

ISDN2 is a legacy product designed for small and medium businesses with a small phone system. ISDN2 delivers a minimum of two digital lines and is...

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What are ISDN30 lines?

ISDN30 was especially designed for medium and large businesses with a telephone system (PBX) on their premises. Connecting to ISDN30 was a very cost...

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What are the benefits of moving line rentals?

Transfer your line rental to UK IT Networks and you will have the peace of mind in knowing that you will benefit from...

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What are the different BT care levels?

There are four Service Maintenance Levels – Missed Appointments, Flexible Appointments, Expedite Repair and Special Fault Investigation 2 (SFI2...

Read More Calls & Lines

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...

Read More Calls & Lines SIP Trunks

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...

Read More Calls & Lines Hosted Telephony SIP Trunks

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...

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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...

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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.

Ethernet Leased Lines

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...

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I don’t want to put my voice and data on one network.

That is an understandable concern, but by using a converged network that is fully owned and managed by the WAN service provider you can enhance the...

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I would rather deal directly with the network owner?

As an independent reseller of networks, we focus on providing solutions that are right for your business. In addition, we have engineers who can help...

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I’d prefer to use IPSec VPNs?

Have you considered the benefits of an MPLS solution in terms of ease of management, flexibility, quality of service (QoS), resilience and reduced...

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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...

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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...

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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...

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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...

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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...

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What is the process for the Ethernet Gigabit Voucher Scheme?

We request a voucher from the government towards the cost of your Ethernet connection. You'll receive confirmation from the government and once...

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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...

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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 10...

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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...

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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...

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Who is eligible for the Gigabit Voucher Scheme?

Gigabit vouchers can be used by small businesses and the local communities surrounding them to contribute to the installation cost of a gigabit...

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Hosted Call Quality Assurance?

We lead on quality of service, scale and reliability. Call quality is ultimately dependent on the connectivity in place to facilitate the Horizon...

Read More Gamma Horizon Hosted Hosted Telephony

How do we reduce the CAPEX of your Horizon phone system?

We’ll zero rate the cost of Horizon handsets to minimise your outlay in costs. Thus, offering a new phone system for your business without the...

Read More Gamma Horizon Hosted Hosted Telephony

What happens if we lose internet connection?

Losing internet connectivity without auto-failover can cause a business to lose their phone calls. Within Horizon there are measures that are taken to...

Read More Gamma Horizon Hosted Hosted Telephony

What is the up-time guarantee on Hosted?

The target availability time for Horizon is 99.95%. There is a comprehensive compensation matrix should this SLA is met.

Gamma Horizon Hosted Hosted Telephony

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...

Read More Hosted Telephony Mobiles

Is there a receptionist console?

A receptionist console can be included as standard. The console provides a full set of call control features, large scale line monitoring, queuing...

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Recommended Bandwidth Availability

Recommended: cable modem, DSL or better Recommended minimum: 1.5 Mbps down and 384 Kbps up

Hosted Telephony

What CRM integration is available on hosted?

Integrating your telephone system with your CRM or business systems can provide significant productivity gains to your organisation, for example, know...

Read More Hosted Telephony

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...

Read More Inbound 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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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.

Inbound Numbers

Can anyone call our 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.

Inbound Numbers

Can I change my ported 08/03 number?

We've worked with a number of customers to change their 08/03 number to a different numbering strategy. It's not uncommon that you may be using the...

Read More Inbound Numbers

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...

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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...

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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...

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

All ported numbers can be pointed to a mobile, and to an international destination. However make note, that doing this will add an additional cost to...

Read More Inbound Numbers

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...

Read More Inbound Numbers SIP Trunks

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...

Read More Inbound Numbers SIP Trunks

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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.

Inbound Numbers

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.

Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

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...

Read More Inbound Numbers

How do we know if we will be happy with the level of service you offer is?

Our business has been built on the back of customer feedback and referrals. We take feedback very seriously and always aim to over deliver upon...

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I require a service which isn’t listed within your IT Support section?

Unfortunately, we cannot list all the services we can provide therefore we’d ask that you get in touch with to discuss your individual requirements.

IT Support

Is IT Support the only service you can provide our business?

UK IT Networks started as a telecommunications company that has transitioned into IT Support and networking due to the tightly integrated service...

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It doesn’t state any costs on your website for IT Support, what can I expect to pay?

Unfortunately, a ‘one rule, fits all’ cannot be applied to IT support. As each client’s requirements are very different. We review what services...

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Were nowhere near your head office can you still support us?

The majority of IT related issues can be resolved remotely so we provide our remote support contracts to 95% of the UK. Additionally, we have...

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What level of response should I expect day-to-day?

Depending on the complexity of your IT issue we often start immediately. Whereby it’s a little more complex or we do not have an engineer readily...

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Which parts of our IT and Networking will you provide support for?

We will look to maintain your entire IT and infrastructure to minimise your internal support requirements. It’s in our interest to ensure we know...

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Do I have to manage multiple voicemails with mobile convergence?

Connect unifies your voicemail, ensuring you can handle all of your messages across every device.

Mobile Convergence

How can I dial another user within the business from my mobile?

From the setup of your Connect Service, you'll be able to dial any internal company extension directly from your mobile, with no configuration or set up required.

Mobile Convergence

How does call recording work on my converged mobile device?

Using Connect, you'll be able to record a call just as you would from your desk phone...

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What number will be presented using Mobile Connect?

Depending on whether you give the user permission to use Mobile Presentation, the user is able to change the number that is presented when a call is dialed from their mobile.

Mobile Convergence

Will Connect work when roaming?

Connect features are available on most networks when roaming overseas. If you need to roam using non-supported networks, the Connect features will be...

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We want to retain our current mobile numbers

Whether you take our Gamma mobile offering or a service from one of our other networks porting your numbers between carriers is something we...

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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...

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What is your Gamma Mobile offering?

As a Gamma platinum partner, we can provide excellent commercial deals via their business only network. Integrating Gamma Mobile with our hosted...

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What packages do you have for high data users?

We build our business data packages from the ground up. Meaning we can tailor a data plan specific to your business needs.

Mobiles

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...

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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...

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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...

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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...

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Can Voicepush be added to other services?

Voicepush campaigns can be incorporated into an omni-channel send. Allowing you to integrate SMS messaging into your voice broadcasts maximising your contact rate.

SMS Interaction Voice Push

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...

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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.

SMS Interaction

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?

SMS Interaction

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.

Professional Voice Recordings

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.

SMS Interaction

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...

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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.

Professional Voice Recordings

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.

Professional Voice Recordings

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.

SMS Interaction

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.

Professional Voice Recordings

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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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Can I port my existing geographic numbers?

Existing geographic numbers may be ported in to our network and provisioned on the SIP Trunk Call Manager service providing that a live porting...

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Can my numbers be registered with directory enquiries on SIP Trunk Call Manager?

Inbound numbers can be registered with the BT Directory Enquiries service.

SIP Trunk Call Manager

Can we setup an Administrator on SIP Trunk Call Manager?

The administrator of the account (the first user on a new account) will also have access to an Admin tab which enables them to add, change and delete...

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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.

SIP Trunk Call Manager SIP Trunks

What operating systems are supported on the SIP Trunk Call Manager app?

The following Smartphone/tablet operating systems are supported on the SIP Trunk Call Manager Smartphone App; Windows Phone 8, Windows 8+, Blackberry...

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What overview reporting is available on SIP Trunk Call Manager?

A choice of four different inbound calling graphs are included showing; Where your customers are located, how manage callers are getting through, what...

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What support can we get on our SIP Trunk Call Manager product?

Fault support is available 24x7x365 days a year by our UK based support team on: 0844 324 8587...

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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...

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How reliable are SIP trunks?

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

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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...

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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...

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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...

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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...

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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...

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Are there any limitations to the number of Voicepushes 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...

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Are unconnected Voice pushes chargeable?

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

Voice Push

Can voicemails be left if a Voicepush is unanswered?

Using the latest technology our voicemail detection service will know when a voicemail has been hit and leave your preferred message within the users’ voicemail box.

Voice Push

Can Voicepush broadcasts be manipulated mid-send?

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

Voice Push

How is the Voicepush campaign service managed?

We can manage your Voicepush campaigns, including setting Voicepush builds up and making the sends on your behalf.

Voice Push

What industries mostly benefit from using Voicepush sends?

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

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