Switchvox Cloud FAQ

About

What is Switchvox Cloud?

Switchvox Cloud is Switchvox SMB offered as a cloud-based service. Switchvox Cloud provides the same Unified Communications (UC) features, reliability, and flexibility of the Switchvox SMB premises system, but with the benefits of a hosted offering.

How does Switchvox Cloud differ from Switchvox Premises?

  1. Upfront costs - Switchvox Cloud has much lower upfront costs than an on-site premises-based Switchvox system. There is no hardware to buy.
  2. Total Cost of Ownership - Switchvox Cloud allows significant cost savings associated with not having an IT staff. Ongoing hardware maintenance is also not required, thus, giving additional maintenance-cost savings.
  3. Scalability - Switchvox Cloud scales as your business grows. You don’t have to purchase additional hardware to upgrade and grow your phone system. Also, Digium offers the ability to convert from an on-site Switchvox system to a cloud-based Switchvox system or vice versa. We also offer a hybrid option where you make use of both on-site and cloud-based systems.
  4. Reversibility - Whether you have an on-site Switchvox system and want to move to a cloud-based system or you have Switchvox Cloud and want to move to an on-site Switchvox system, Digium can easily change from one system to the other.
  5. Redundancy - Switchvox Cloud removes the need to purchase additional hardware simply to act as a backup phone system. All the redundancy hardware is in the cloud and is included with your Switchvox Cloud service. For additional information, download 5 Ways Switchvox Keeps Pace With Your Business

What is the difference between Switchvox Cloud Unlimited and Switchvox Cloud Metered service plans?

Unlimited plan includes all your US48 local and long distance minutes free of charge. Metered plan is usage based and thus all external US48 local and long distance calls are charged based on current rate schedule. All internal, extension-to-extension calls are included free of charge in both plans.

Can a Switchvox Cloud system be peered with a Switchvox premises system?

Yes, but Digium Cloud Services support must assist in the configuration.

Moving?  What do I need to do?

The great news about a cloud service is that it is effectively available from anywhere.  However, to ensure limited interruptions in your service, please refer to our Moving FAQ document by clicking here.

Requirements

Does Digium recommend any particular broadband service provider when using Switchvox Cloud?

No. You are free to choose your own broadband Internet Service Provider (ISP) as long as the service has sufficient speeds and reliability to use Switchvox Cloud services.

What happens if my Internet connection goes down?

If your Internet connection fails, all SIP phones using Switchvox Cloud services will be down until your Internet service is restored.

How much Internet bandwidth do I need?

You need 100Kbps of bandwidth for every simultaneous, or concurrent, call you have active at any given time. Your ISP must provide low latency, consistent, reliable bandwidth.

Features

What features are included in a Switchvox Cloud Unlimited plan?

Please see our features list by clicking here.

What features are included with a Switchvox Cloud Metered plan?

Exactly the same features that are in Switchvox Cloud Unlimited extensions. For a list of features click here.

Can I still use my own phone numbers?

Yes. Most numbers can be ported or transferred to Switchvox Cloud services. We support Local Number Portability (LNP), which allows us to port a number from your current carrier to Digium Cloud Services.

Do you offer toll free numbers?

Yes. We have 800 and 8xx toll free numbers available.

Are DID numbers included with my Switchvox Cloud system?

Yes. A non-E911 DID number is included with each user. For instance, a 10-user system would get 10 DID numbers. E911 can be added to any system for an additional $2.00 per DID per month. Additional DID numbers can be purchased at any time.

How many DID numbers can I have?

There is no limit to the number of DID numbers you can have associated with your SIP trunk. One DID per user is included with Switchvox Cloud services, but additional numbers may be purchased.

Can I fax using Switchvox Cloud?

Can I record calls using Switchvox Cloud?

Yes. Switchvox Cloud allows for user-initiated call recording. Switchvox Cloud does not currently support scheduled or automatic call recording.

Can I have conference calls using Switchvox Cloud?

Yes. Switchvox Cloud Meet Me Conference Center allows every user on a system to have their own personal conference room and makes conference calls with many participants easy. Simply setup the conference center and give the conference number to your guests so they can dial in at the desired time.

Can I use chat in Switchvox Cloud?

Yes. Switchvox Cloud has an integrated jabber client that is used for chat.

Does Digium provide POE (Power over Ethernet) hardware for phone connections?

No. We do not provide any hardware except for Digium phones that can be purchased or rented. Networking hardware can be purchased through various sources online and via networking resellers.

Plan Information

What service areas are available for Switchvox Cloud?

Switchvox Cloud is currently available in the lower 48 United States.

Does Switchvox Cloud include deskphones in the monthly plan?

No, but we have deskphones available for purchase or rent.See our selection of phones here

What phone options are available when using Switchvox Cloud?

Digium phones are available for purchase or for rent. Technical Support is provided for Digium phones only; however, any compatible SIP phone (deskphone or softphone) can be used with Switchvox Cloud. See our selection of phones here.

Can I change my payment plan at any time?

Yes. You can move from a month-to-month plan to an annual plan. We have 1-year, 2-year, and 3-year plans available.

What happens when my annual plan reaches its end date?

If your annual plan ends, your monthly rate remains unchanged and continues until you contact us to make a plan change.

Are there any setup or activation fees?

For month-to-month customers, each Switchvox Cloud seat has a one-time $25.00 activation fee. For 1 year, 2 year, or 3 year contracts, this fee is waived.

Are there any number porting fees?

Yes. Month-to-month users are charged $10.00 per DID. Annual-contract users are charged $5.00 per DID.

What payment options are available for Switchvox Cloud?

We currently accept credit cards and ACH.

What are the support hours for Switchvox Cloud?

Digium maintains 24x7 Customer Support for all Switchvox Cloud customers.

How many minutes are included in Switchvox Cloud Metered service?

Zero minutes are included and thus all external call usage is billable. Internal calls (extension to extension) are not billable and thus free of charge.

Can I mix and match Unlimited and Metered seats?

No, unlimited and metered seats cannot be mixed together on the same service subscription.

Can I move from Switchvox Cloud Metered to an Unlimited plan?

Not today, but coming soon.

Can I move my Switchvox Cloud Unlimited extension to a Metered plan?

Not today, but coming soon.

Number Porting

How do I port my number to your service?

You must have a Digium Cloud Services (DCS) account in order to port your numbers to us. Please contact Sales at (256) 428-6271 to get started or complete this form to request a number port.

How do I know if my telephone numbers are portable?

Digium Cloud Services can check their portability for you. Simply complete the web form with the name of the carrier from which you are porting and the numbers you would like to have ported.

My current provider says my numbers are portable, but you say they are not. Why?

Digium Cloud Services uses hosted providers to port in the telephone numbers, and the rate center (or prefix) the phone number belongs to is not serviced by our carriers. However, if this specific number is not needed, we can assign a new, similar phone number to you under our service.

Am I able to port my telephone number as fax or voice?

Digium Cloud Services can only port your telephone number as either fax or voice; it cannot be used as both.

How much does it cost to port my numbers to you?

You will be responsible to pay your current provider and DCS for service during the porting process. The fee to port your numbers varies depending on whether it is a local or toll-free number. Review pricing.

Where do I get my LOA form?

A completed Letter of Agency (LOA) is required by the carrier working with Digium Cloud Services (DCS). After an order is placed for a number port, DCS will contact you to complete the LOA.

What information needs to be on the LOA?

The LOA must contain the exact authorized name, billing telephone number, and service address that the current provider has on the Customer Service Record (CSR). If there is any error in the information, the request will be rejected and the number porting process will be delayed. To ensure the LOA contains the correct information, reference the most recent bill from the current carrier or contact the current carrier to verify account information or to request a CSR.

Do I have to provide a bill with my LOA?

Yes, please provide the most recent bill from the current carrier.

How will I know you received my porting forms?

Within 48 hours of receiving a faxed or emailed LOA, DCS will send an email confirmation. To check the status of a number porting order, respond to the Case that was opened to track the status. If the Case email is lost, complete this form.

How long will the porting process take?

Customers should expect to have their number porting completed within 2 to 4 weeks of submitting their request. Digium Cloud Services (DCS) will monitor the status of the port request and will send the customer an email as soon as the losing carrier has confirmed a scheduled port date. Please note, submitting incorrect or erroneous information could delay this process up to 8 weeks.

Can I expedite the number porting process?

Ports cannot be expedited. DCS works to port numbers as quickly as possible, but it can take 2 to 4 weeks for a port to complete. There are steps you can take to try and ensure an expedient port, these include:

  • Fill out your LOA with all of the correct information and return it as quickly as possible.
  • Contact your current carrier to verify your account information and that no pending orders are currently processing on your account.
  • Provide DCS Porting with a direct contact name, number, and e-mail of a representative with your current carrier who will approve and assist in expediting your port. Please note most carriers will only assist in expediting a port if you currently have escalated phone issues that are disrupting your service.

What could delay the porting process?

The most important aspect of a port request is correct information. The LOA must contain the exact name, billing phone number, and service address that the current provider has on the CSR. If there is any error in the information, the request will be rejected and the number porting process will be delayed. There are other factors that may slow down the porting process, such as:

  • The LOA and copy of the losing provider's bill are not dated within the last 30 days.
  • A pending order on your account.
  • The losing carrier is backlogged with port out orders.

How can I set up temporary numbers for forwarding?

Digium Cloud Services (DCS) will automatically assign temporary numbers for your carrier to forward to while waiting on your number(s) to be ported. DCS will bill for the use of these DID numbers. Once your porting is complete, DCS will deactivate the temporary numbers. If you would like to maintain these temporary DIDs, please contact DCS customer service by using this form before your port completes to request retaining temporary DIDs.

Can you contact my current carrier and forward my telephone numbers for me?

No, Digium Cloud Services does not have the authorization to make any changes to existing accounts with other carriers.

Will I have downtime during the port?

Digium Cloud Services strives to have zero downtime during your number porting. Temporary numbers are provided that will allow you to instruct your losing carrier to forward calls to you while awaiting the port.

Digium Cloud Services (DCS) will load the numbers into our system and assign them to your account before the port date. Please make sure the numbers to be ported are properly configured to point to the correct location, an employee, call queue, or an IVR, on or before the date of completion in order for them to work properly after the port.

You may also contact DCS with porting instructions for assigning your numbers.

What time of day will my numbers port?

All DCS incoming ports are completed by 7:00 pm EST.

How do I know the status of my port?

Digium Cloud Services (DCS) monitors the status of the port request and will send the customer an email as soon as the losing carrier has confirmed a scheduled port date. 

What do I do if my ported number is not working?

If you experience any problems with your number, please contact Digium technical support as soon as possible at (877) 344-4861.

When is it okay to cancel service with my existing carrier?

Disconnected numbers cannot be ported, so it is imperative to wait until Digium Cloud Services has ported all telephone numbers before you cancel the existing service. We recommend waiting at least two days after porting has been completed before you contact the losing provider. While canceling service, please ensure the losing provider will be removing the ported telephone numbers from its database.

Can DCS cancel my service with the losing provider for me?

No, Digium Cloud Services (DCS) does not have authorization to make any changes to existing accounts with other carriers. After the phone numbers have been ported over, please contact your existing provider and cancel the service.

What do I do if my carriers released my numbers but I have not received notice from DCS?

If your carrier releases your numbers without advanced notice or you experience any problems with your number, please contact Digium Technical support as soon as possible at (877) 344-4861. Please remember if you cancel service before your number port is complete, then your losing carrier can release your numbers. After numbers are released, they CANNOT be ported.

Why has my port been rejected?

The current carrier may reject the request to port your telephone number because there was incorrect information on your request, a pending order on your account, or a feature removal needed. When a port request is rejected, DCS Porting sends you an email with the exact reason for rejection and information for how to resolve the issue with the current carrier. You must contact your existing provider to obtain the correct information or to resolve the issue. After the issue has been resolved, please let DCS know so we may resubmit the request for you.

Can I port my number from Digium Cloud Services (DCS) to another carrier?

Customer Portal

How do I manage my account?

By using our Digium Cloud Services Customer Portal at my.digiumcloud.com

What can I do in the Digium Cloud Services Customer Portal?

Currently you can check invoices, update billing information. Additional features will be added in the future such as move, add, changes, usage, etc.

Digium Cloud Services Accounts

How do I contact my Customer Success Representative?

Where can I view my billing invoice?

Login to your Digium Cloud Services Customer Portal at my.digiumcloud.com. Then click on “Invoices”.

When do I get billed?

Billing is based on your service activation date or the date you selected to be billed.

Can I change my bill date?

No, after billing starts there is not a way to change the billing date.

Will I receive a paper invoice?

Digium Cloud Services does not provide paper bills. Invoices are emailed to your email address on file and are also available in your Customer Portal at my.digiumcloud.com. Invoices are available the day following your normal billing date.

I have questions about my invoice, who do I call?

How can I update or change my billing information (credit card, contact info, etc…)?

Access your Customer Portal (my.digiumcloud.com), then click on “Billing”. In this section you can update your contact info, credit card info, or your invoice recipients. Please note, for credit card changes or updates, any outstanding balance will be processed within 24 hours.

How do I know if my payment was processed?

If your credit card is declined, you will be notified via email the same day. Be sure your email address is up to date on your account. It’s easy to update your info at my.digiumcloud.com.

Why has my service been suspended or disconnected?

Service can be suspended or disconnected for the following reasons:

  • Non-payment
  • Fraud or misuse of service
  • Service termination

How do I reactivate my service if it has been disconnected for non-payment?

Accounts with outstanding balances for 15 days or longer must be brought up to date immediately to avoid service disruption. Service can be restored by paying the outstanding balance on the account and any additional fees incurred. Please contact the Digium Cloud Services Accounting team at 256.428.6153 or [email protected] for additional information. Please note, you have 5 days to reactivate service before all phone numbers associated with your service are released and thus unavailable after this period.

How do I request a credit for incorrect charges on my account?

Can I cancel my service at any time?

This depends on your contract terms. All cancellations require a 30 day notice. If your account is on a month to month subscription, then all that is required is the 30 day notice. If you have have a yearly contract, then you are required to fulfill the remaining terms of your contract; otherwise, you will be billed for the remaining months of service left to satisfy your contract term. Please see the Digium Cloud Services Terms of Service for detailed info or contact our Customer Success team at 256.428.6175 or [email protected].

How do you handle tax exemptions?

In order to have the correct taxation applied to your invoices, you must provide DCS Accounting your tax exempt certifications. You will be asked to email a copy of your tax exemption certificates to [email protected] at the end of your setup (onboarding) wizard. DCS will then have a 3rd party review your records. If no certificates are sent to DCS Accounting, we cannot apply tax exemptions to your account. Digium cannot provide credit for previous paid taxes if tax exempt status is not provided at time of service activation.