Frequently Asked Questions

What’s a cloud-based phone system?

“Cloud-based” means that the infrastructure and network delivering the business phone and fax system is located in our multiple, secure data centers across Canada and delivered to your business over the Internet. You don’t need any capital investment and the hassle of installing and managing complex hardware in your office.

What is VoIP?

Voice over Internet Protocol (VoIP) allows you to make and receive phone calls over a secure internet connection instead of a standard phone line. With VoIP, the standard telephone audio is converted into a digital format that can be transmitted over the Internet versus a land wire.

Is there a free trial for Iristel Hosted PBX?

Iristel Hosted PBX comes with a 30-day money-back guarantee, so there’s no risk in purchasing and trying it for your business.

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.

How much do the devices cost?

Devices are included with your Hosted PBX and Unified Communication package at no extra charge.

What kind of commitment do I have to make?

In order to benefit from our low, competitive pricing, we require a three-year minimum commitment. However, when cancelling a contract, the only applicable penalty fees are the full payment of the on-premise phones.

Can I create my own personal greetings and hold music?

Yes, you can upload your own business greeting and music wav file, or for a small fee we can help you create a professional voice recording.

What forms of payment do you accept?

All payments forms including checks, banking, or major credit cards are accepted.

Can I transfer my existing phone numbers?

Yes, you can transfer (port) your existing toll-free or local phone numbers to Iristel. Your sales representative will ask you to sign a Letter of Authorization (LOA) to approve the transfer of your numbers from your existing provider.

The porting process takes approximately 2 weeks but is dependent on how quickly your current provider releases the phone numbers.

What’s involved in setting up Iristel Hosted PBX?

There is no PBX hardware to install, or technical contractors needed. Once you’ve purchased Iristel Hosted PBX, we’ll configure and send you the IP phones and handle the porting of your numbers.

Our Account specialists will 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. Hosted PBX will work with any high-speed, stable Internet connection, and requires a minimum of 83 kbps of bandwidth per call. You just need a router that will make the Internet connection available to your phones/devices.

For the 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. Our Account specialists will work directly with your IT staff to provide the appropriate router settings to guarantee optimal performance.

Can I choose my phone numbers?

Yes! During the activation process, you can get to choose your business numbers from a pool of numbers. A small charge may apply for vanity, repeating digits or sequential numbers.

What happens when I lose power or my Internet connection?

Iristel Hosted PBX is cloud-based, so it’s not dependent on your power or Internet connection to continue receiving calls or faxes. Forward calls to your cell phone, so even if your office Internet or power is lost, calls can still be made and received, and faxes can be accessed from your email.

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

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.

How many minutes are included with my account?

All of our voice packages come standard with Unlimited Long Distance in Canada and the USA, with toll-free and international long-distance options available at an extra cost.

What is Basic 911?

With Basic 911 (B911) the user’s telephone number and location are not automatically transmitted to the operator. The operator at the answering location verbally obtains the pertinent information that identifies the caller’s need and physical location. The operator then determines the appropriate agency and transfers the caller.

Can I make international calls?

Yes, to activate international calling, please call customer service at 1-866-779-4747.

What devices do you sell with Iristel Hosted PBX and Unified Communication?

Hosted PBX and Unified Communications both come standard with the Polycom VVX 310. There is a no phone option available with Unified Communication for businesses that do not wish to use desk phones.

Learn more about Unified Communications.

Can I use my existing analog or IP phones with Iristel Hosted PBX?

We don’t recommend using your existing phones. We will provide you with phones as part of your package. Iristel will be responsible and support any issues that may arise with the phones during the term of your contract.

Can I buy phones without purchasing additional service?

We currently do not 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 as long as the phone is being replaced within one year of purchase.

Can I use a cordless phone?

Yes. Iristel offers the Yealink W52P, which can be interchanged with the Polycom VVX 301 at no extra cost.

What is an ATA?

ATA is an acronym for Analog Telephone Adapter. An ATA 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 Iristel Hosted PBX?

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 purchase an Iristel Hosted PBX line dedicated for the fax machine to replace the existing phone line.

Are my calls secure with Iristel service?

Yes, the Iristel service is encrypted with secure voice between endpoints on the network — including desk phones, conference phones, the Iristel mobile app and desktop app.

What broadband speed do I need to use Iristel Business Connect Hosted Voice?

Each Iristel Hosted PBX call uses approximately 83Kb of data bandwidth, but we recommend an Internet connection capable of a minimum of 1MB of Upload and Download.

What happens to my voice calls if my connectivity is interrupted?

If connectivity is interrupted, you will be unable to use your IP phone. You can, however, re-route incoming calls to an alternate phone through either the web portal or by calling Iristel Support in the event that your main business location becomes inaccessible or should the situation warrant.