Have questions about the Business VoIP Service? Review the Frequently Asked Questions below. For help on setting up and using the service, visit the help and support section.
Business VoIP transforms your high speed Internet service into a phone line. It works virtually the same way your regular phone line does, has a wide selection of traditional and advanced features and can be used with a standard phone set. Plus it's less expensive. Please review the Business VoIP schedule [link to VoIP schedule] for important differences to traditional phone services.
The Primus supplied Business VoIP phone adapter carries out two main functions: converting your analog voice signal into a digital signal that can be transmitted over the Internet, and if you connect your computer to the adapter, providing Quality of Service (QoS) to ensure that your voice packets receive a higher priority than data packets. The result is high quality voice calls with little impact on your overall network performance.
The softphone is a software program that lets you make and receive phone calls via a desktop or notebook PC and the Internet. Perfect for frequent travelers, or a great alternative for a second phone line. All you need is a high quality headset to ensure the best sound quality.
You can get up to two phone lines or phone numbers per Business VoIP gateway. However, if you require additional phone numbers to receive incoming phone calls, you may benefit from our Alternate Number service. If you require five or more phones in your office, we recommend our Hosted PBX solution.
Business VoIP telephone calls are as secure as any landline telephone or cellular calls.
With a good Internet connection, Business VoIP sound quality is identical to your traditional phone service. Test your connection.
The only things you need are a high speed Internet service (Cable or DSL) and a standard phone set. Primus will provide the phone adapter required to set up and use Business VoIP. If you choose the softphone instead of the phone adapter, a computer and microphone headset is required.
Business VoIP is high speed access agnostic. It can work with virtually any always-on high speed Internet service including DSL, DSL Lite, Cable, T1, and Fibre. As well, Business VoIP will work with most wireless ISPs.
Test your Internet connection by visiting www.voiptest.primus.ca. Please note that fax use is not supported for DSL Lite or Basic Cable connections.
No, Primus Business VoIP is built specifically for an always-on high speed Internet connection and cannot be used with any type of dial-up Internet service.
As a general rule, you need approximately 80kbps for a single voice call and 100kbps for a fax call. Test your Internet connection.
No. Business VoIP is very easy to install and you will use the same phone set you would normally use with your local telephone company. You do, however, need to have high speed Internet (DSL or Cable). We ship you a phone adapter that you plug your phones into. If you do have a computer, you may plug the Ethernet connection into one of the open ports on the phone adapter.
You will require computer access if you wish to use the Business VoIP Web Portal or softphone.
Although Business VoIP can work with most analog Key Telephone Systems (KTS) and Private Branch Exchanges (PBX), we do not support the service to be used in this manner. If you have an existing phone system and wish to use a VoIP phone service, we recommend SIP Trunking [link to SIP trunking]. Or, if you are looking for a phone system, we recommend a Hosted Phone System solution like Hosted PBX.
Yes. A fax machine will work with Business VoIP. However, a lower speed Internet service such as DSL Lite or Cable Basic will not support faxing. Please also note that faxing over Business VoIP is a 'best effort' service and will actually depend on the quality of your Internet connection. Some fax machines may not work with the service.
As a Business VoIP customer, you can select up to three (3) additional phone numbers, attached to the same phone line. When you receive a call to your Alternate Number, your phone will ring differently, than when you receive calls to your main Business VoIP phone number. This service could be used to indicate incoming calls for different employees, an incoming fax or as a way for out of town callers to contact you without incurring long distance charges. Outgoing calls are billed as if made from your main Business VoIP phone number.
Yes, this is possible. Please note that all your outgoing calls are billed as if made from your main Business VoIP phone number.
411 service is available. Emergency 911 calling is accessible only for the fixed location where the service is registered. The Business VoIP local service customer must choose a phone number within the telephone exchange (area code and first 3 digits) associated with the service location. 911 calling is not accessible when the customer uses the Business VoIP service away from their registered service location, nor is it available when a customer chooses a phone number outside of the exchange associated with their service location. See the VoIP Schedule for more information.
Yes, Business VoIP allows you to talk and surf the Internet at the same time.
It may be possible. Visit our Help Centre for the Business VoIP Wiring Guide.
Your phone adapter will be inactive, but incoming calls will be automatically redirected to a backup Call Forwarding number or to Voicemail. Alternatively, you can buy a small uninterruptible power supply (UPS), also known as a continuous power supply (CPS), and the phone adapter will continue to work. This is important especially if you need 911 access during power outages. You can purchase UPS at any computer store for as low as $20.00.
Yes. You can transfer your existing landline phone number to Business VoIP if you are within service areas in Canada. Click here to check availability.
Yes! You can transfer any landline phone number within the Primus VoIP service area, regardless of your new location.
Your service will be activated upon delivery of your phone adapter or the porting of your number. The adapter is usually delivered within 1 to 2 business days. Once you have installed your Business VoIP, you can start using the service immediately.
On average, it will take up to 3 weeks, but it can happen even sooner. It's very important that you do not cancel your current phone service until the porting is completed or you may lose your phone number.
There is no need to cancel with your current phone company. Once you have transferred your phone number to Primus and you are connected to Business VoIP and your phone rings, your phone service with the previous company should automatically cancel. It is important that you do not cancel traditional phone service until your phone is ringing with Business VoIP.
As a Business VoIP customer, you are not limited to the local area code of the place you live any more. You can select any other area code that is within the Business VoIP™ service area. For example, you could live in Vancouver or Montreal and select a Toronto phone number (with a 416 area code). This means that all your calls to Toronto, as well as all calls to you from Toronto will be considered local (not long distance). Click here to see which area codes are available.
Yes. If you move, you can keep your service and your phone number or we can provide you with another local number. You just need to have a high speed Internet connection at your new location. That is the great thing about Business VoIP - you can take your phone number anywhere you go.
Yes, in most of the cases you can keep your service and your phone number when you travel, domestically or abroad. Just plug your phone adapter into a high speed Internet connection at your new location – and you are ready to go. All your calls will be treated in the same way as if you made them using Business VoIP™ at your office. For example, if you travel from Toronto to Montreal or Hong Kong, you can take your service with you, plug into high speed Internet there, and make calls as if you were still in Toronto (i.e. people could still reach you at your 416 number or you can call their 416 number and neither party would be charged long distance). Due to different network setups, there are cases when the service cannot be used in a new location.
If you travel a lot, we recommend getting the softphone option.
A 1-year term is required for the service.
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