E2E Cloud FAQ
General Information
What are E2E Cloud/VoIP/Internet-based phones?
Cloud, VoIP, or Internet-based phones are systems that use the internet to make and receive calls, instead of traditional phone lines. They convert your voice into digital data, which is sent over the internet. This technology offers more flexibility, reduces costs, and includes advanced features like voicemail-to-email, call reporting and recording, video calls, and integration with other software.
Do I keep my business numbers moving to E2E Cloud?
Yes, you can keep your business numbers when moving to a VoIP system through a process called number porting. This typically takes 1-2 weeks and requires you to provide E2E Technology’s porting team with the necessary account details
How long will it take to install?
Installing a VoIP system typically takes between a few hours to a couple of days, depending on the size of your business and the complexity of your existing network. If you have a small setup, it can be done quickly – within one business day, but larger organizations with more extensive networks might need more time for a smooth installation and testing process.
Do you install on site?
Yes, we offer on-site installation services to ensure your VoIP system is set up correctly and tailored to your specific needs. Our expert technicians will handle the entire process, from configuring the hardware and software to testing the system and providing any necessary training. This way, you can focus on your business while we take care of the technical details.
Can I self-install desk phones?
Installing a VoIP system typically takes between a few hours to a couple of days, depending on the size of your business and the complexity of your existing network. If you have a small setup, it can be done quickly – within one business day, but larger organizations with more extensive networks might need more time for a smooth installation and testing process.
Do I get a desk phone?
Yes, desk phones are available as part of our VoIP service package. We provide high-quality desk phones to ensure you have a reliable and efficient communication tool right at your workspace.
Are the phones free?
Depending on our current promotions, you might be eligible to receive phones at no additional cost. We often have deals that include complimentary phones as part of our service packages, making it even easier to get started with our VoIP system. Keep an eye out for our latest offers!
Do I own the phones?
YES! Owning the phones outright offers you greater flexibility and control over your equipment. It means you won’t have to worry about returning the devices or any leasing fees.
Are headsets available?
Yes, headsets are available! We offer a range of headsets to suit different needs, including options for both wired and wireless models. They are designed to provide excellent audio quality and comfort for extended use.
Are cordless phones available?
Yes, cordless phones are available! We offer a range of cordless phone options to suit different needs, providing convenience and mobility around your workspace
Are conference phones available?
Yes, conference phones are available! These devices are designed to facilitate clear and efficient communication during conference calls, making them perfect for meeting rooms and collaborative spaces.
Can I attach a fax machine to VoIP service?
Yes, you can attach a fax machine to a VoIP service, but it requires a bit of setup. You’ll need an Analog Telephone Adapter (ATA) to connect your traditional fax machine to the VoIP network. The ATA converts the analog signals from the fax machine into digital signals that can travel over the internet.
However, it’s worth noting that faxing over VoIP can sometimes be less reliable due to packet loss and latency issues. As an alternative, many businesses use digital fax services (e-fax) that allow you to send and receive faxes via email, which can be more convenient and reliable.
How long is the equipment warranty?
Equipment comes with a 1-year warranty. This covers any defects or issues that might arise, ensuring you have peace of mind.
How long will it take to ship the desk phones?
Shipping desk phones for a new VoIP system typically takes 3-7 business days with standard shipping, while expedited options can reduce this to 2-3 business days.
How much does this cost per month?
The cost of a VoIP system typically ranges from $25 to $40 per user, per month. This can vary depending on the number of users and licenses selected. Additional features like company number text messaging, contact center, and toll-free numbers incur extra charges.
Do you train in person?
Yes, we provide in-person training to ensure you, and your team are comfortable and confident using your new VoIP system. Our training sessions are tailored to your needs, covering everything from basic usage to advanced features and troubleshooting. Training guides are provided as well.
Are my calls secure?
Yes, your calls are secure. Our VoIP system uses advanced encryption protocols to protect your calls from unauthorized access. This means that your conversations are kept private and secure, ensuring that sensitive information remains confidential. We prioritize your security, so you can trust that your communications are well-protected.
What happens when the Internet or power goes out? Will I lose my phones?
When the Internet or power goes down, your VoIP calls can be automatically redirected to a mobile network. This ensures you can still make and receive calls using your mobile data or Wi-Fi. These measures can help ensure that your business remains connected even during internet or power outages.
Are programming changes included with the monthly service?
Yes, programming changes are included with the monthly service! This means you can update call routing, extensions, and other settings without any extra charges. Our support team is available to assist with these changes whenever needed.
How do you bill?
E2E’s billing is emailed monthly on the 1st of the month. You’ll receive a detailed invoice that includes all charges for your VoIP services including regulated monthly service fees and any usage that may exceed your plan limits. We ensure transparent and straightforward billing, so you always know what you’re being charged.
How do you pay for the monthly phone bill?
Paying for your monthly phone bill is straightforward and convenient. We offer several payment options, including:
- Credit/Debit Card: You can set up automatic monthly payments using your credit or debit card for hassle-free billing.
- Bank Transfer: Arrange direct debit from your bank account for seamless transactions. Automatic monthly payments are available.
- Online Payment Portal: Access our secure online portal to view and pay your bills manually each month.
Choose the method that works best for you, and we’ll ensure your billing is as smooth as possible.
Is there a contract? How can I lock in a price for monthly service?
No, there is no contract required for our VoIP services. However, you have the option to lock in pricing for up to 3 years, ensuring stable and predictable costs over that period. This provides flexibility while also offering the advantage of consistent rates.
Specific Features
What’s included with E2E Cloud’s Elevate platform?
Elevate includes:
- Cloud-based phone service with over 90 calling features
- Secure video conferencing and team chat
- File sharing, backup, and restore
- Mobile and desktop apps for communication
- Business SMS and toll-free calling
- Secure call, meeting, and message archiving
- Contact center integration
Elevate’s features are constantly updated to keep up with the latest advancements and ensure you have access to the most current tools and functionalities. This means you’ll always be equipped with cutting-edge communication and collaboration capabilities.
Are there different types of user licenses?
Yes, there are different types of user licenses available, designed to fit various roles and needs within your organization. For example, you might have:
- Basic Users: For standard calling and communication features.
- Pro Users: With advanced features like call recording, analytics, and integrations.
Focused on remote and on-the-go communication tools.
- Enterprise Users: Offering comprehensive features including priority support and advanced reporting.
These licenses ensure each user has the tools they need without paying for unnecessary features.
Can you mix and match user licenses on the same account?
Yes, you can mix and match user licenses to best fit the diverse needs of your team. This flexibility allows you to assign the right tools and features to each employee based on their role and requirements, ensuring efficiency and cost-effectiveness.
Can you use Elevate with Microsoft Teams?
Yes, you can use Elevate with Microsoft Teams! Elevate Advanced for Teams integrates seamlessly with the Teams app, adding advanced calling features, business SMS, voicemail management, and more. This setup enhances your communication capabilities while keeping everything within the familiar Teams environment, streamlining workflows and improving productivity.
Can I move a mobile number to E2E Cloud?
Yes, you can move a mobile number to a VoIP service through a process called number porting. Moving a mobile number can take up to 2 weeks.
Can the receptionist transfer a call from one office to another like she’s sitting in the same office with the employee?
Absolutely! With a VoIP system, your receptionist can transfer calls between offices seamlessly, as if everyone is in the same location. The system uses the internet to handle calls, so geographic boundaries aren’t an issue. This feature enhances communication efficiency and helps keep your team connected, no matter where they are.
Can I receive a fax in my email?
Yes, a fax can be sent to your email using our VoIP service. This is done through digital fax services (e-fax), which convert incoming faxes into email attachments. This way, you can easily receive and manage faxes directly from your email inbox without needing a physical fax machine.
Can I have people located in other cities?
Absolutely! With a VoIP system, your team can be spread out across different cities, states, or even countries, and still work seamlessly as if they were in the same office. The internet-based system ensures everyone stays connected, allowing for easy call transfers, team collaboration, and unified communications no matter where your employees are located.
Can I have phone numbers from other cities?
Yes, with a VoIP system, you can have phone numbers from other cities. This allows you to establish a local presence in multiple locations without needing physical offices there. It’s a great way to make it easier for clients in different regions to contact you.
Does VoIP service include Caller ID?
Yes, our VoIP service includes caller ID. You’ll be able to see the caller’s information, just like with traditional phone services. This feature helps you identify callers before answering and keeps your communication organized.
Does VoIP service include long distance?
Yes, our VoIP service includes long-distance calling. You can make calls to different cities and countries without any additional charges, depending on your plan. This makes it convenient and cost-effective to stay connected with clients and colleagues no matter where they are.
When we move to VoIP, what do we do with our alarm/security line; elevator line; fire system line?
When moving to VoIP, you can replace your traditional POTS (Plain Old Telephone Service) lines with cloud-based solutions to maintain your alarm, security, elevator, and fire system lines. Here’s what you can do:
- POTS Line Replacement: Use cloud-based POTS line replacement services that provide reliable and compliant communication for your essential systems.
- Wireless Failover: Implement wireless failover solutions to ensure your systems remain operational even during outages.
- Compliance: Ensure the new solution is compliant with fire, e911, and safety regulations.
This way, your critical systems will continue to function seamlessly during and after the transition to the cloud.
Number Porting
What is number porting?
Number porting is the process of transferring your phone number from one service provider to another, allowing you to keep your existing number when switching to a new phone service.
What is required for number porting? For toll-free porting?
For number porting, you’ll need:
- Account number and PIN/passcode.
- List of numbers.
- Service address.
- Recent bill – include all pages.
For toll-free porting, you’ll need:
- Account number and PIN/passcode.
- Toll-free number.
- Recent bill – include all pages.
- Letter of Authorization (LOA) – wet-signed by the authorized signer.
Service Usage
Do I have to use a desk phone with VoIP service?
No, you don’t have to use a desk phone with VoIP service. VoIP offers great flexibility, allowing you to make and receive calls using various devices such as:
- Smartphones: Through VoIP apps that provide the same functionality as a desk phone.
- Tablets: Using compatible VoIP applications.
- Computers: Via software-based phones (softphones).
- Headsets: Paired with any of the above devices for convenience.
This flexibility ensures that you can stay connected wherever you are, without being tied to a desk phone.
Can I use my existing Bluetooth headset with VoIP?
Yes, you can use your existing Bluetooth headset with VoIP. Most VoIP applications and devices support Bluetooth connectivity, allowing you to pair your headset for wireless, hands-free communication. Just ensure that your headset is compatible with E2E Cloud’s Elevate platform or desk phone.
Will we use the employee’s cellular data using an app?
Using a VoIP app on your employee’s smartphone will require cellular data or Wi-Fi to function. To minimize data usage, they can connect to Wi-Fi whenever possible. This ensures that calls are seamless and don’t consume their mobile data allowance.
What happens when an employee leaves our company?
When an employee leaves, you can easily manage their phone settings and reassign their numbers. Here’s what typically happens:
- Deactivate Their Extension: You can deactivate the departing employee’s phone extension to ensure no unauthorized use.
- Reassign Numbers: Reassign their phone number and extension to another employee or keep it available for future use.
- Update Voicemail: Change the voicemail greeting and access to reflect the new user or forward messages to a different number.
- Retrieve Equipment: If they were using company-provided phones, ensure the return of the hardware for reassignment.
Our support team can assist you with these changes to ensure a smooth transition.
Can I upgrade phones?
Absolutely! You can upgrade your phones at any time to take advantage of new features or improved technology. Whether you need more advanced models with additional capabilities or simply want to refresh your equipment, we offer flexible options to suit your needs.
How do I add phones?
Adding phones to your VoIP system is quite straightforward. Here’s how it typically works:
- Contact E2E Technology: Reach out to request additional phones. We’ll guide you through the options and any associated costs.
- Choose Your Phones: Select the type of phones that best suit your needs, whether it’s standard desk phones, conference phones, or wireless models.
- Setup and Configuration: Once you receive the phones, E2E will assist with the setup and configuration to ensure they’re integrated into your existing system. This can often be done remotely or with on-site assistance if needed.
Can I return equipment?
Unfortunately, equipment returns are not accepted. However, if you encounter any issues with your equipment, our support team is here to help with troubleshooting and warranty services.
Do you charge for programming changes?
No, programming changes are typically included with the monthly service. This means you can update call routing, extensions, and other settings without any extra charges. Our support team is available to assist with these changes whenever needed.
Can I add more numbers after I open my account?
Absolutely! You can add more numbers to your account at any time. This flexibility allows your communication system to grow alongside your business. Just reach out to our support team, and they’ll assist you with adding the new numbers.
How do I place a support ticket?
Here’s how to contact E2E Cloud support:
Email:
- Send an email to Help@goe2e.com with your issue or question.
Text:
- Text your issue to 337-436-4774.
Phone:
- Call 337-436-4774 Option 1 for Service.
Feel free to use any of these methods to reach our support team!
Additional Support
What's not included with the monthly cloud service?
The monthly cloud service does not include:
- On-site desk phone/hardware troubleshooting
- On-site network troubleshooting
These services typically require separate arrangements or additional fees.
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