Workair's FAQ

Your questions answered. Everything you need to know about our Business Phone Systems and Call Centre Solutions.

The Basics of Business Phone Systems:

What is a PBX phone system?

Private Branch Exchange (PBX) can be hardware or software based and hosted on premise or in the cloud. It is the brains of a business phone system handling features such as extensions, auto attendant, ring groups, time rules, queues and voicemail. Its core function is to handle the routing of inbound and outbound calls for a business.

What is Unified Communications (UC)?

Unified Communications technology (UC) refers to a single system that integrates multiple different channels of communication – voice, video, chat, collaboration and much more.

What is UCaaS?

UCaaS is “Unified Communications as a Service”. It provides users access to their UC solutions through a cloud environment. It’s a sub-category of Software as a Service.

What is a Virtual Call Centre (VCC)?

A virtual or cloud call centre solution provides all the functionality of a traditional, on-premise call centre but the server is cloud based. This means the system can be accessed from anywhere over the internet.

What is a VoIP phone?

A Voice over Internet Protocol (VoIP) phone system uses the internet to make and receive calls instead of a physical telephone line. It can also be referred to as an IP phone solution or internet telephony.

What does cloud-based mean?

Cloud based means the system is hosted on the internet and can be accessed from any location where there is an internet connection. The user only needs to download the application.

What is a softphone?

A softphone is a downloadable application which provides all the functionality of a physical phone and more. It allows user to access their business phone off any device – PC, laptop, mobile or tablet.

Understanding the Technology:

What network or broadband setup is required to move to a Workair system?

Workair’s solutions will work over most internet connected data services including fixed and mobile broadband. A HD voice call will typically use about 500Kbps bandwidth. For an office environment with shared internet across other business needs we would recommend a minimum of 50 Mbps broadband. Where there is alot of demand on restricted bandwidth within the business, we recommend prioritising voice traffic through network configuration such as separate VLAN or MPLS/SD-WAN routing.

How secure is a cloud-based system?

The security of any IT or VoIP solution is dictated by its design, implementation and ongoing security audit/management/certification. Being hosted in the cloud does not make cloud solutions more or less secure than internally hosted solutions. Badly designed internal solutions can be less secure than cloud solutions and vice versa.

What makes Workair’s cloud solutions secure is that they are well designed with up to date best in class security features built-in. They are also regulalry audited and certified by industry recognised certification bodies including ISO-27001, CPNI, PCI, HIPPA etc. As global SaaS providers, Workair’s partners have the resources and scale to invest significantly in best in class security features.

How will this affect my current ISDN and SIP Trunk setup?

Your phone numbers will be ported to our solutions so your current ISDN and Sip Trunks will not be required delivering a cost saving

Where is my data held?

For European customers of our partners European data centres are used to host data. Any deviation from this for specific data scenarios is clearly called out in our Data Compliance statements.

What outages are to be expected on installation of a system?

As the solution is hosted in the cloud there is no local hardware installation with the exception of desk phones if needed. If using soft phones these are installed on the user machine and they can auto login using single-sign on as needed. The service can be configured and tested before porting your existing phone numbers. Porting can be scheduled for a low impact time and has little down time (minutes). The transition to our service can be planned in advance so there is no impact on your business.

User Information:

Can I divert my number?

Yes – to both internal and external numbers. The mobile application allows calls to be diverted to your mobile phone if required.

How do I set up a new user?

All new users are created and controlled via the admin portal. The portal does not require an IT specialist to access it and can be managed by a supervisor.

How do I access my voicemail?

Voicemails can be accessed through your profile on any device. You also have the option of audio files or transcripts to be delivered by email.

Will I be able to change IVR and queue options?

Yes – the administration portal allows for changes to IVRs and queues.

Old vs New:

Will I be able to use my current numbers with the new system?

Yes – we will port all existing numbers to your new system.

What happens with my existing hardware?

The option may be available for you to continue using existing handsets. However, with our systems the majority of users will move to a softphone system given the functionality available.

Will I lose any features from my traditional system?

No. The unified communications software we provide will enhance the current features available. You will not lose functionality, just gain new features.

Costs:

Who much will a Workair system cost?

Cloud solutions are based on a subscription model, there is no capex, you pay a license fee per user per month. Contact us for a full quote!

What are the upfront costs?

A one-off Installation charge may apply and if USB headsets and/or SIP handsets are needed these will be quoted for accordingly.

Are there annual maintenance or upgrade fees?

No. There are no annual maintenance fees and the software is updated for free so users can avail of the latest technology at no extra cost.

Are there additional call costs?

Licences have call bundles attached to them. Out of the bundle rate cards are available and these will be considerably cheaper than ISDN call rates.