FAQ

What is CallToNet Office?

CallToNet Office is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration.

With CallToNet Office, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location.

Unlike expensive, conventional phone systems, CallToNet Office is purchased, activated, set up and managed online, which means we manage it and you use it. By eliminating the need for complex hardware, lengthy installation and technical expertise, you get the functionality and flexibility to easily connect with customers without high costs or hardware hassle.

With one flat, predictable monthly fee, no contracts, and zero setup costs, CallToNet Office makes your business communication easy, affordable, and accessible from your home, office, or wherever you need to be.

What are the benefits of CallToNet Office?

  • Set up your phone system to work the way you do.
  • Connect your office, remote employees and mobile users under one phone system.
  • Easily support multiple locations, move from one location to another, or instantly add new users.
  • Change answering and forwarding rules online, anytime, anywhere.
  • Integration with existing phones or mobile devices.
  • Never miss a call or fax.
  • Be connected to your phone system in and out of the office.
  • Customers can reach you or your employees, wherever you are.
  • Get your voice and fax messages anytime, from anywhere.
  • Easy collaboration from anywhere, any device.
  • Never miss an important face-to-face meeting with HD video conferencing.
  • Unlimited audio conferencing with up to 1,000 participants.
  • Efficient team collaboration with easy file sharing and group discussion.
  • Simple, all-inclusive pricing for assured low monthly cost.
  • Reduce ongoing operating costs.
  • Unlimited minutes means you never have to worry about overage charges.
  • You use it, we manage it.
  • No complex hardware or on-site PBX to install or maintain.
  • One provider for business communications—voice, fax, text, online meetings, audio conferencing, and team collaboration.
  • 24/7 customer support.*

What’s a cloud-based phone system?

“Cloud-based” means that the core technology infrastructure and global network providing the business phone and fax system functionality is located in our multiple secure data centers and delivered to your business over the web. This eliminates the need for capital investment and the hassle of installing and managing complex hardware in your office.

How much does CallToNet Office cost?

CallToNet Office offers simple, all-inclusive pricing with a predictable low monthly cost.

All editions include everything you need for your business, including a cloud-based business phone system, phone and fax service with unlimited calling and faxing anywhere in the US and Canada, online meetings and conferencing, advanced call management, auto attendant, and more.

Is there a setup fee?

No. There are no setup or activation fees.

How many lines can I purchase?

You can purchase as many lines as you need for your business. We have a number of affordable packages to choose from, and additional lines can also be purchased. For additional details, visit CallToNet Office Plans and Pricing.

To purchase more than 20 lines, please contact a CallToNet Office sales rep at 631-869-1385.

What is the cost of the devices?

See our phone and device options and pricing.

What are the shipping costs?

Please contact sales for estimated shipping costs and delivery options.

What kind of commitment do I have to make?

No commitment is required. You can pay as you go (month-to-month) and cancel at any time. Any devices purchased need to be returned in useable condition for a refund within 30 days of the purchase date.

What are my payment options?

Currently, CallToNet only accepts credit cards for payment. We will make available additional forms of payment in the future and notify customers when available.

Why is there an e911 fee?

In 2005, the US Federal Communications mandated that all internet phone service providers interconnected to the public switched telephone network offer enhanced 911 (e911) as a standard element of their residential and business offerings. CallToNet offers 911/e911 in the US and Canada, and this fee is used to recover associated costs.

What is the universal service charge?

The Federal Universal Service Fund subsidizes telephone service in rural and low-income areas. On June 21, 2006, the FCC voted unanimously to require all interconnected Voice over Internet Protocol (VoIP) services that connect to the public-switched telephone network to contribute to this Fund (USF). This tax changes every quarter.

How do I cancel my subscription?

Simply call us at 631-869-1835, select option 3 and speak with one of our friendly customer service representatives. Please be ready to verify your account number and billing information as it appears on your account.

Can I transfer my existing phone numbers to CallToNet?

Yes. You can transfer (port) your existing toll-free or local phone numbers to CallToNet.

  • Complete your purchase of CallToNet Office, we can provide a temporary phone number.
  • After purchase, contact your sales representative.
  • Complete the LOA form, email or fax the completed LOA form.
  • We also recommend you set up your CallToNet Office system completely and forward your existing numbers to your temporary CallToNet numbers.
  • This will ensure no downtime after your existing numbers are ported to CallToNet.

The porting process takes approximately 2-4 weeks and is dependent on how quickly your current provider releases the phone numbers. Unfortunately, we cannot help expedite the porting process.

Do I “own” my number? Can I keep my toll-free or local number if I choose to cancel?

The number you receive upon sign-up is your own toll-free or local number. If you have paid for at least one month of service and your account is active and in good standing, you may keep your numbers. There is no charge for transferring out numbers. Your account must remain active and in good standing during the number porting process.

Can I purchase an international number?

You can purchase CallToNet Global Office licenses for your employees at international offices from the supported countries. You can choose a preferred number, and activation is only few clicks away. CallToNet Global Office comes with inclusive calling minutes for international outbound calls.

You can also purchase international numbers (local or toll-free) as a caller ID from over 75 countries by contacting CallToNet at 631-869-1835 . An international number takes 7-21 business days to be added to your account, depending on the requirements from each country. You will be notified once your international number is activated.

What is CallToNet Global Office?

CallToNet offers Global Office as an additional service that allows your company to expand your current phone system to international offices in supported countries.

Simply add your international offices’ extensions into your current account so you can easily manage one cloud phone system across international offices. Enjoy efficient office-to-office communications with free extension-to-extension dialing and cost-effective international calling with competitive dial plans.

How long does CallToNet Office take to activate?

Your account and phone number are activated immediately and your phones will arrive in 5-7 business days (depending on shipping method).

What’s involved in setting up my CallToNet Office business phone system?

There is no PBX hardware to install or technical contractors needed for an on-site setup to start using your phone system. Once you’ve purchased CallToNet Office, it’s instantly activated, so you can immediately receive calls and customize your auto-receptionist, answering rules, and virtual extensions from your online account.

We also have Account Specialists available to help you set up your system and show you how easy it is to use the advanced call management features.

Do I need special equipment or a router to make this work?

No additional telephone lines, PBX hardware, or installation are needed. CallToNet will work with any high-speed, stable internet connection and requires a minimum of 64 kbps of bandwidth per call. You need a router that will make the internet connection available to your phones/devices.

For best voice quality, we recommend a router that is QoS (Quality of Service) enabled. By configuring your QoS router to prioritize the voice traffic over other internet traffic, you’ll experience better voice quality when your internet is being used for other activities (e.g., downloading large files, watching online videos, etc.). You can also run a speed test and see our recommendations under the Test Your Bandwidth section.

Do I need to adjust my network router settings?

To ensure voice data can flow through your network router, we recommend enabling port triggering from within your router’s configuration pages.

If using IP phones, enable port triggering:
5060-5090, Type: UDP
16384-16482, Type: UDP

If using the softphone, enable port triggering:
5060-5090, Type: UDP
8000-8200, Type: UDP

What are the minimum system requirements?

Since your phone system is in the cloud and delivered online, the only equipment you need in your office are the IP phones and the router with internet connection.

For use of the CallToNet for Desktop (softphone) and Microsoft integration, you need the following specifications:

For Windows 7 (or later):

  • 2 GHz (32-bit or 64-bit) processor
  • Minimum of 1 GB of RAM
  • 300 MB of hard drive space

For Mac OS X® 10.10 Yosemite (or later):

  • Intel® processor
  • Minimum of 1 GB of RAM
  • 300 MB of hard drive space

How do I log in to my account?

Using your dedicated local number and password, you can log in at https://voice.calltonet.com/portal/ You can also access your online account from CallToNet mobile and desktop apps.

How do I reset my password?

Log in to your account, click select the Settings tab. Click on your name, select Profile, change User Password under Change Account Security to reset the password.

What is the Office Manager?

The office manager has full access to make changes to the account setup and configuration. This person will receive the payment and account details upon completion of purchase and ongoing notifications anytime updates are made to the account. The office manager will also be able to make additional purchases from the account and configure other user’s extensions. Other users will only be able to set up their own extensions.

To log in as an office manager, log in at https://voice.calltonet.com/portal/ and use your office manager password.

If you are unsure who your office manager is, please contact customer support.

What is the operator?

When a caller to the main number does not select an option or extension, they will be automatically directed to the operator. Operator status can be changed anytime in the account.

What happens when I lose power or my internet connection?

Because CallToNet is cloud-based, it’s not dependent on your power or internet connection to continue receiving calls or faxes. Use your mobile phone as one of your forwarding numbers, so even if your office internet or power is lost, your calls can still be made and received from your cell phone and even show your business number (RingOut, CallToNet Office iPhone app). Even your faxes can be accessed from your email or browser on your cell phone.

Can I set up department codes for every transaction?

Yes. CallToNet provides cost center management tools, so you can control your budget by assigning a department or group code to purchases of CallToNet services and devices.

Does CallToNet phone system support Single Sign-On?

Yes. CallToNet supports SMAL 2.0 profile-based Identity Provider

What features are included with CallToNet Office?

CallToNet Office delivers complete business functionality and a rich set of features for your office phone system. You’ll get everything you need in one complete system with one low price: reliable phone and fax service with unlimited calling and faxing (US and Canada), online meetings and conferencing, multiple extensions, auto attendant, call forwarding, business SMS and MMS, and more.

I only want to use certain features; can I purchase those separately?

No. Our philosophy is to keep it simple for business owners. We know that purchasing a phone system can be a complex and costly process. We include all the rich functionality and business features in one low monthly cost, so you don’t have to pay per feature per user, which results in much higher costs. Also, many of our customers appreciate that they don’t have to choose only certain features or make trade-offs. With CallToNet, you get a comprehensive business phone and fax system, so all the features are available when you need them.

How many minutes are included with my account?

CallToNet Office comes with unlimited minutes for your phone lines, main number, and fax number. Unlimited minutes apply to calls anywhere in the US (including Alaska and Hawaii) and Canada, and are subject to CallToNet Terms of Service.

Can I make international calls?

Yes, you can. You can view the international rates at CallToNet.com/support/international-rates.html. To activate international calling, please call customer service at 631-896-1835.

How do I set up my greeting?

Call 5001 from your mobile app or IP phone follow the simple voice prompts. You can record your new greeting over the phone, or the Office Manager can upload a recorded greeting from the portal.

Is there a limit to the length of voicemail greetings?

Greetings are limited to 5 minutes.

How do I set up my company extensions?

As the office manager, you can set up user extensions to connect remote employees under one main number, deliver business announcements, and more. Each extension can be configured with a wide range of blocking, screening, fax, and routing options.

Log in to the Admin Portal and select Users to add or remove a user extension.

How do I customize my answering rules?

Log in to your account and click on Answering Rules. Select ADD RULE and follow the setup wizard.

As an administrator, can I configure multiple users’ settings at once?

Yes. Use the Templates tool to configure multiple users’ common settings across locations.

Can I apply settings to a call queue group?

No. An admin (Office Manager) can only apply settings to the user level.

What is CallToNet for Desktop?

CallToNet for Desktop is the next generation of CallToNet Softphone for your desktop PC and Macintosh. CallToNet for Desktop is a comprehensive communications solution with voice, fax, text, conferencing, and web meetings. No need to use separate applications for your day-to-day calls, conferencing, and online meetings. Your productivity soars with CallToNet for Desktop’s flexible call management, advanced options, and intuitive interface.

Can I use the CallToNet mobile apps with my service?

Yes. All CallToNet Office customers can use the mobile app at no additional cost. The app provides access to your entire CallToNet business phone system, including voicemails and faxes. It also allows you to use your CallToNet number as your caller ID, dial by extension, provides access to your entire company directory, and much more. CallToNet offers a mobile app for iPhone/iPad, and Android smartphones and tablets. Download the application for free from the iTunes Store or Google Play.

What is “presence”?

Presence enables you to detect the phone status of your colleagues and display on your desk phones. Whether using your desk phone, smartphone or softphone, you can now share your presence status—available, busy, or on hold—with your admins and colleagues.

Using presence, how do I monitor the phone-line status of my colleagues?

If your colleagues have set their Presence Permissions to allow other users to see their presence, you can display their status on your presence-capable phone.

By using CallToNet for Desktop, you can also view your colleagues’ real-time presence across devices from your Contacts and Favorites.

How does automatic call recording work?

Once activated for an extension by an admin, automatic call recording will record all of that extension’s incoming and outgoing calls. Recordings can be enabled for individual or multiple users as well as for departments, and can be downloaded or played back anytime.

What is Business SMS?

Business SMS is a feature for the CallToNet cloud business phone system that lets users exchange unlimited text messages with colleagues, clients, and department groups, using their CallToNet business numbers. CallToNet offers integrated Business SMS in its phone service via CallToNet mobile apps (iOS and Android) and desktop apps (Windows and Mac).

What is CallToNet Conferencing?

CallToNet Conferencing offers unlimited audio conference-call hosting and participation to all your users. Each of your users can host a conference call with up to 1,000 attendees, with one-click invites.

What is CallToNet Shared Lines?

CallToNet Shared Lines lets you create a phone group that shares multiple lines, so that incoming calls ring on all the assigned phones. Calls can be answered from any of the assigned phones.

What devices do you sell with CallToNet Office?

You have the option of purchasing business-class IP phones and devices for your business phone system. Learn about your phone and device options.

How long before my phones arrive?

Your IP phones will arrive approximately 5-7 business days from the day of ordering, depending on the shipping method selected. After order processing, procurement, and packaging, we ship FedEx or USPS ground, 2-day or overnight delivery. For international branch offices, the phone devices may arrive between 1 to 3 weeks, depending on the locations. The phones are pre-configured and ready for you to connect to your router/internet and make calls.

Can I use my existing analog phones with CallToNet Office?

Yes. If you want to use your existing analog telephones, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your analog phone to the ATA. This will allow the ATA to convert the digital CallToNet phone line to analog so it works with your telephones.

Can I use my existing IP phones with CallToNet Office?

Yes. CallToNet Office can be used with most SIP-compatible IP phones. They need to be unlocked by your original provider and will require manual configuration.

Important: Please note that our support team will not be able to troubleshoot or configure IP phones purchased from another vendor. We recommend customers take advantage of the simplicity of our preconfigured IP phones.

Can I buy phones without purchasing additional service?

We can sell hardware as a separate item. If you need to replace an existing phone, you can do so at no additional cost by calling customer service if the phone is being replaced within one year of purchase.

Can I use a cordless phone?

Yes. CallToNet offers Yealink cordless phones to provide your business with in-office mobility. You have the option to purchase Yealink phones.

If you want to use a different cordless telephone, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your cordless phone to the ATA. This will allow the ATA to convert the digital CallToNet phone line to analog so it works with your telephones.

What is an ATA?

ATA is an acronym for Analog Telephone Adapter. An ATA usually takes the form of a small box with a power adapter. It allows you to connect your traditional analog phones to the internet and place Voice over Internet Protocol (VoIP) calls.

Can I use my fax machine with CallToNet Office?

Yes. You can still use your fax machine to send faxes (all incoming faxes will be received by internet fax) by connecting it to an ATA and connecting the ATA to your router. You will need to buy a CallToNet Office line dedicated for the fax machine to replace the existing phone line.

Which phones are presence-capable?

These models are presence-capable: Cisco SPA508G, Cisco SPA514G, Cisco SPA525G2, Cisco 303, Polycom IP 650, Polycom VVX 311, Polycom VVX 411, and Polycom VVX 501.

Can I add to the presence capability of my desk phone?

If your phone does not have presence capability, you can order presence-capable phones or expansion modules through the normal CallToNet order process, either as an initial order or as an add-on.

Or you can order supported phones or add-on expansion modules based on the Cisco and Polycom line.

You can also purchase an expansion module or “side car” add-on device that attaches to the side of your desk phone and adds from 14 up to 70 monitor lights.

Do all CallToNet phone devices support HD voice?

All Polycom and Cisco desk phones (except Polycom IP321) and conference phones support HD voice capability. In addition, CallToNet for Desktop (softphone) and CallToNet mobile apps also support HD voice.

Are my calls secure with CallToNet service?

Yes. CallToNet VoIP service is encrypted with secure voice between endpoints on the network—including desk phones, conference phones, CallToNet mobile app and desktop app—to safeguard your day-to-day business communications.

What types of reports can I generate for my account?

In addition to real-time Live Reports, CallToNet gives you the ability to create reports with historical call activities, such as inbound and outbound call volume, total number of calls, information about missed/answered calls, average calls per day per user, times, etc.

What types of calls are counted in the calls shown on the dashboard?

Inbound and outbound voice calls are counted. Fax and extension-to-extension calls are excluded.

What time zone does the hourly activity chart default to?

It defaults to the time zone specified in the regional settings of the logged-in user.

What are the filters used in the Queue Activity tab?

There are several filters available in the Queue Activity tab:

  • Internal/External Filter is focused on inbound calls to call queues, if used by the customer. This filter allows you to exclude calls that came into the queue from another extension and allows you to focus on only external calls.
  • Dialed-Number Filter allows you to filter calls by the inbound number actually called. This allows you to distinguish the number called from the extension reached through call forwarding.
  • Call-Length Filter allows you to exclude short calls that are typically misdials or hang-ups. This allows you to measure your answer rates on calls that you had the opportunity to answer.

Find the answers to all of your questions.

Get answers to your questions from our online Knowledge Base, with hundreds of current articles on key topics. You can also visit our User Forum to get answers from the CallToNet user community.