Frequently Asked Questions

What is convergence?

Webster defines convergence as "The occurrence of two or more things coming together." While most business live in a two network world - one for voice, another for data - those businesses that have converged their networks now have voice and data on one network.

What is IP telephony?

When you hear the acronym 'IP', which stands for 'Internet protocol' don't necessarily think of the public Internet. Data that travels over an IP network typically travels in packets (versus a stream) of information. IP Telephony is a method for using IP networks to carry voice calls. Thus, various forms of information -- voice, faxes, e-mail, video, music, data files - can be sent over the same network at the same time.

What is VoIP?

Voice over Internet Protocol (VoIP) is the digital voice technology Encompass utilizes to deliver local and long distance voice services, along with dedicated, high-speed Internet access, through a single, highly efficient data network. With Encompass, voice traffic is run over a private, dedicated network to ensure high-quality voice connections. Encompass voice calls do not run over the public Internet.

Why should I buy IP Telephony now?

Companies like Cisco have invested billions of dollars in packet-based equipment, systems and networks. In effect, Cisco equipment, systems and networks have become very dependable and reliable. And today, the mass market now sends their most critical information over these networks - including packet-based voice transfer. IP telephony is no longer an emerging technology. Its time is now. Fact: 70% of all new phone equipment bought is IP based. 80% of the Fortune 500 companies have implemented IP telephony solutions.

What are the major benefits of the Encompass Service?

The Benefits of Encompass include:

• High-quality voice connections.
• Very fast Internet access at highly affordable rates.
• Network simplification.
• ONE provider, ONE customer service contact, ONE invoice.
• Unprecedented connectivity, mobility and productivity.
• Dynamic bandwidth allocation of voice and data traffic.
• On-site and remote access.
• Highly-scalable infrastructure.
• Enhanced functionality previously afforded only to larger businesses.

What makes the Encompass solution so different than other communication services?

Our service focuses on you and your business - not on a device or a location. Every voice line is layered with our exclusive Encompass, a phone-Web application with unified messaging, contact management, voice-activated features, call control and more. This always-on, always-accessible technology can maximize your employees' connectivity, mobility and productivity. Additionally, our technology consolidates voice and data over a private network using dynamic bandwidth allocation.

Will I save money by switching to Encompass?

In addition to the reduced total cost of ownership that comes from consolidating voice and data networks with Encompass. Employee productivity also increases due to greater data speeds, including calling features and our revolutionary EncompassT features, which create greater efficiencies and save you even more money.

What are the advantages of the Encompass Cisco Powered Network?

Our Cisco Powered Network designation assures that we meet the most stringent standards for network reliability and performance as guaranteed by our incorporation of Cisco hardware, software and technology. This end-to-end Cisco infrastructure allows us to provide a full suite of communications services over a single IP telephony network. Encompass Cisco Powered Network designation is an elite status awarded by Cisco Systems to approximately the top 1% of all service providers.

What is dynamic bandwidth allocation and how will it help me?

Dynamic bandwidth allocation is a feature of the Encompass Solution that assigns and prioritizes bandwidth for voice traffic as it is used and the remaining bandwidth for your data. The primary benefit is to maximize data throughput and network efficiency. When there is no voice usage, you'll experience full 768k, 1.0Mbps or 1.5 Mbps (depending on solution chosen) data throughput.

What equipment will be installed at my business?

A Cisco router, currently a 2801 Series, is installed at your business to combine and digitize all your data and voice traffic. The router is expertly installed and maintained by Encompass and is included at no additional charge. It is approximately the size of a small briefcase.

Will Encompass work with my existing PBX, key system and/or phone sets?

Yes, there is no need to buy expensive new equipment. And, when you are ready to upgrade to the expanded features/functionality of IP phones or IP PBXs, it can be implemented seamlessly and on your schedule.

Who do I contact for customer support?

With Encompass, you have one point of contact for all of your customer support needs. You can reach Encompass Customer Care by phone at 763-577-3963 or 888-258-5986.

For customer billing inquires please send an e-mail message to: customer.care@myencompass.com

How is the service supported?

You may contact support (via e-mail, phone, and web form) for issues relating to service. This may include phone service troubles, web portal inaccessibility, adding or changing user accounts, adding or changing features, or general questions. Support is available 24x7x365. Enventis Telecom does not support printers, servers, fax machines, PC's, web browsers, e-mail clients, the softphone, or the required 911 analog line.

How is 911 handled?

A 911 line is not included as part of the service and must be ordered separately by the customer. Enventis Telecom will assist you with ordering and testing the line and will configure your IP phones to dial 911 through that line, but is not responsible for maintaining or supporting it.

Can we keep our current phone numbers?

Yes. We can move your current phone number over to our system.

What is involved in the deployment and how long does it take?

The overall project, from beginning to end, takes approximately 45 days. After the contract is signed, an Encompass Project Manager will schedule an "Kick-Off" meeting, to introduce the team and to gather all of the information needed to create the network design, to order circuits, DID numbers, hardware, and to schedule your network and DID cut over dates. After the kickoff meeting, all of the circuits (T1, backup analog), DID numbers, and hardware components are ordered and provisioned. Circuit installation takes approximately 2 weeks and hardware delivery can take anywhere from 2 to 4 weeks. Once the equipment is received, your assigned engineer will configure and test it, and provision all of the phones and voicemail/email/fax accounts. Prior to your DID cutover date, your engineer will arrive on-site to install the router, switch(es) and phones, and cut over the network. During this time period your new phones will run concurrently with your existing phones so that thorough testing and training can take place. A few days after the network cut over is complete, we will cut over the new DID numbers. At this point your new IP phones will begin to ring from the outside.

What parts of my network need to be integrated in order to install Encompass?

All of your PC's, servers, and printers will be disconnected from your existing hub/switch and attached to your new Cisco switch. This may require reconfiguration of the IP addresses assigned to the Network Interface Cards on each of the above. Your new Cisco router runs DHCP and will supply IP Addresses to all of your PC's and any other devices that do not require a static address. If any of your servers are currently running DHCP, this service will need to be discontinued. Any changes to PC's, servers, and printers need to be done by a technical representative from your organization.

I'd like to continue to use Microsoft Outlook for my e-mail - is this possible?

Yes - Enventis Telecom will show you how to configure Outlook to access e-mails, voice mails, and faxes with the Unified Communications service.

Does Enventis Telecom supply patch cables to the phone locations?

Each phone comes with a 6-foot patch cable to plug the PC into the phone. Enventis Telecom does not supply patch cables to patch from the wall to the phone.

Can I use my current headset with the Cisco phones?

Cisco supports a specific set of headsets. To get a list of supported headsets you can go to the following links:

Plantronics
Vxicorp

Enventis Telecom does not support headsets outside of this list.

What happens to my phone if the T1 circuit goes down?

If you have a backup analog line, your phones will revert to failover mode. At this point all inbound calls will go to voice mail or Single Number Reach, if available. Outbound calls will go through your backup analog line.

Is there a firewall on the Internet?

The answer to this question is in two parts: The core Unified Communications infrastructure includes a firewall and is secure. E-mail, call processing, billing, the Portal, etc. are securely protected from outside intrusion. However, the onsite Internet access provided by the service does not include a customer-site firewall. If this option is desired, Encompass can provide this service as an add-on. One option is to provide a "Firewall Feature Set" on the provided router. The second option is a Cisco PIX firewall.