VoIP Business Phone Systems Frequently Asked Questions

We’ve tried to make it easy and list any of the common questions we get asked.

What's the cost?

Cost varies depending on your solutions and needs. Rest assured you only pay for what you need. We offer incredibly competitive solutions.

What downtime am I looking at to transfer providers?

In most cases we provide your phones to you early and these can be used for outbound calls. They will automatically switch over for inbound calls. The general downtime can be up to an hour.

Why if your pricing so low?

The phone service is run over the internet so the termination costs with the major telcos is considerably lower (as opposed to the old copper cable system). This provides us with great calling rates nationally and internationally. As we’ve invested in our own solutions and infrastructure, we don’t have any licensing costs to pass over to our customers. This means we can provide our lines, extensions and the rest of our features at highly competitive rates.

Do you have a pool of numbers I can select from?

Yes we can provide local numbers around New Zealand. Please call our team on 0800 303 202 to find a number that will work with your business.

Do I need new phones? (to switch to VoIP)

You need a voice over IP compatible phone. We can supply these if you don’t have the correct equipment. The cost varies. We can rent these to you as part of your phone solution or you can pay for them outright. In some cases, we can reuse what you have and would be best to talk to our team first.

Do I need the internet to run my phones?

Yes. Voice over IP is an internet-based service. We can supply business grade connections that work well with our service.

Do I need a separate Internet connection?

No, however if you are implementing a larger solution on ADSL you may want to consider a separate internet connection for the phones alone.

Does it use a lot of data?

Unlimited plans make this a non-issue. For a single phone call, a minimum of 100Kbps upstream bandwidth is recommended. This is well within the reach of all New Zealand internet plans including mobile 3/4G. However, this is per phone call, so if you have 10 people on an ADSL connection for example, you are using the entire upstream of your ADSL connection.

Can I run VoIP on ADSL? VDSL? Fibre?

Call quality can be compromised on ADSL and VDSL. We don’t recommend large installations on anything other than fibre. Smaller installs are fine on both ADSL & VDSL.

Can I still use my fax machine?

Yes. We can put converters in place, or if your volume of faxes is low, we use a fax to email service.

I've had VoIP before and the call quality was rubbish

This is most often caused by a slower or congested internet network and/or low-quality phone handsets. These low-grade solutions can also cause echoes on the line and call drop offs. Cloud Edge only provides premium quality handsets and our provided internet connections prioritise voice traffic.

Does the phone system work in the event of a power outage?

No, however we can put a solution in place which allows for phone calls to be forwarded through to mobile phones.

Who's the support?

We have a Kiwi team based in Wellington who provides support to our clients.

What's the average response time (for support)?

The majority of calls are answered directly by a technician. In the event of high call volume, we have call centre staff who log and prioritise our call tickets.

Who do I call?

We have an NZ team based in Wellington who deal with all your support, billing and product enquiries.

Where is your Cloud PBX server housed?

Our server is hosted in our Wellington data centre and we have provisions for backups in Auckland.

Is support 24/7?

We support business and we provide support during business hours; 24/7 support is available for those that need it. This may incur an additional charge.

Can I keep my existing numbers?

Yes. All New Zealand numbers can be ported.

Can I get overseas numbers?

Yes. We have the ability to procure numbers for most major countries. Please call us on 0800 303 202 to find out more.

Can I add an 0800 number?

Absolutely. Toll free phone numbers can be added to any phone solution hosted by Cloud Edge.

Do you support Australian 1-800 numbers?

Yes we do. Like most international numbers, we can provide toll free numbers from certain countries, including 1-800 for Australia.

Do you have outages?

All companies, unfortunately, suffer outages at some time or other. Planned outages are announced well in advance and we strive for a 99.5% uptime service, including scheduled maintenance.