Can I keep my existing phone number with Epiphany?
Yes, in most cases you can port your current number with Epiphany.  This is done in the pre-sale process and requires that the number remain active prior to installation.  If you cancel service with your current provider before installation, it is likely that you will not be able to keep the phone number 

What Internet connections will Epiphany work with?
Epiphany can work with any broadband or dedicated Internet service.  The up/download speed required for your service is dependant upon the number of Simultaneous Call Sessions (SCS) you would like to sustain.  We suggest multiplying the required number of SCS X 95Kbps, plus any data overhead to determine the minimum speed requirement.

What differentiates Epiphany from the competition?Experience.  You can choose from a large number of VoIP providers, but your overall experience from presale/LAN assessment to your overall service experience and ongoing customer satisfaction is our top priority.  Epiphany Service comes with real people that will be there if you ever have a question or need anything for as long as you’re our customer.  We have found that exceptional customer service and experienced professionals are key to a long and successful relationship.  We want to work with you so that you are not just an account number and a shipping address.

How would you compare the voice quality for Epiphany to a traditional phone call?
The voice quality of Epiphany Hosted Stations is an unparalleled experience. Station-to-station calling is an immediate connection and most IP phones are now featuring HD voice – you have to hear it to believe the difference!  Calls to traditional phones also have an improved listening experience.

What happens to my call when there is a slowdown or congestion in the network?
The quality of your phone call is of utmost importance.  We strongly suggest that your Edge/LAN vendor prioritize voice data packets across your network along with the removal of any and all unmanaged switches.  When these precautions are not taken, congestion in the network can cause latency and/or choppy calls.  For Hosted Stations, many of these issues can be detected during the initial LAN assessment.

How secure is the Epiphany service?
When Epiphany Service is installed, we utilize a range of IP addresses associated with our customers to our Session Border Controller.  If the SBC receives a request from an IP address that is out of range, it is rejected from being introduced into our network

Can I get a toll-free number with Epiphany?
Yes, Epiphany allows for all toll-free traffic to be routed to a Business Line, Hosted Station or SIP Trunk.

Can I place and receive local calls with Epiphany?
Epiphany has the ability to offer local calling plans to almost 97% of the United States.  Your Account Executive can verify that a location has the ability to place and receive local calls.

Is 911 service supported?
Yes, the Epiphany service fully supports Enhanced 911 service. Emergency 911 information will be associated to the address of record.  If an end-point is moved to a new location without prior notice, and an emergency call is placed, dispatchers will not see the updated address record.  We strongly recommend to contact us prior to moving the endpoint to a new address. 

Is Directory Assistance available with Epiphany?
Yes, directory assistance is fully supported.

Can I request a vanity number?
Yes, Vanity numbers can be requested with Epiphany, if available, at an additional cost.

How does my firewall impact VoIP?
A Firewall is vital to ensure unwanted requests are not introduced into your network.  Since Epiphany utilizes VoIP technology, your Firewall may need to be reconfigured to allow these data packets to pass through.  Through our consultative sales & discovery process, we will work with your Edge/LAN vendor to ensure Epiphany calls can be made/received through your Firewall, without sacrificing security.  

Do I have to change my firewall or router? 
Depending on the outcome of the LAN assessment, your Router and/or Firewall may need to be upgraded and/or configured to handle Epiphany calls.

Can I have more then one person cover our main number?  Yes, with our Web Attendant, up to 10 incoming numbers can be monitored.  The receptionist has a GUI screen on their computer monitor that shows all users, along with their phone’s current status (busy/unavailable).  The Web attendant allows the operator to answer and forward a caller through the GUI to the intended recipient.  The Web Attendant can log into any Internet-based PC, and their IP handset, offering the ability for an attendant to monitor multiple locations.  Additionally, a main number can be shared among multiple extensions so that each extension will ring when a call is received.

How many messages can my voicemail box hold? 
Basic Voice Mail has a maximum storage capacity of approximately 30 minutes. For Enhanced Voice Mail, this is increased to 1 hour of storage.  Additional storage capacities are available at an additional cost.

EPIPHANY HOSTED STATIONS

What is Epiphany Hosted Station service?
With Hosted Stations, your business can have the full features and functionality of a PBX system without the need for purchasing or maintaining any large phone equipment.  Hosted Stations will deliver high-quality voice services over the Epiphany private, fiber-based IP network.  Plus we manage it for you, eliminating the need for additional vendors for maintenance and support.

Epiphany Hosted Stations are completely scalable, allowing you to add or change users without headache.  So much more than a box and a bill, Epiphany will be there with 24/7 customer service.

What are the requirements for Epiphany Hosted Station service?
When deciding to go with Epiphany Hosted Stations a Edge/LAN assessment is initially done to recommend your internal network is capable of handling VoIP calls.  This will help ensure your calls maintain the highest quality.  (Once the LAN assessment is complete, we will verify if there is a need for LAN remediation.) Beyond that, you will just need to provide handsets for each work station needing service. We recommend using Polycom Soundpoint IP phones.  We have relationships with preferred vendors that can offer purchase or lease options.

How does Epiphany Hosted Stations help reduce costs?
Epiphany can help control costs in many areas:

• With traditional PBX systems, a large, up-front capital expense is usually required. With Epiphany Hosted Stations, the only equipment to buy or maintain is your phone endpoint. We have purchased all of the remaining hardware, so you don’t have to.  Since there is no large premise equipment to buy, there is nothing to maintain or support.

• All end user adds/moves/changes can be accomplished with just a few clicks of the mouse from the easy to navigate Call Management Administrator Portal.

• With Hosted Stations, you will no longer need to maintain separate and distinct voice and data networks. Hosted Stations utilize your data LAN, so your employee’s computer can plug into the phone, and then plug the phone into the LAN to allow both voice and data connectivity through one connection.

• Epiphany’s Hosted Stations have the features and functionality you normally get through very expensive phone systems. With Epiphany the features are “hosted” through us, allowing you to avoid those large upfront costs.

All calls from/to Epiphany customers are totally free, no matter where they are in the world!

What packages are available with Epiphany?
For a full list of Epiphany Hosted Station packages, click here.

Can I use my existing equipment?
To ensure the functionality of all features available with all Epiphany Hosted Stations, we strongly suggest deploying IP end points.  However, Analog Terminal Adapters (ATAs) can be used in situations where an IP end point is not necessary so that calls can be placed from a traditional handset.  Note, when using a traditional phone, many features of the Epiphany service may not be available. 

How are IP phones different from traditional phones?
IP phones connect to your LAN using an Ethernet connection. Epiphany utilizes Polycom Soundpoint phones that have an integrated switch.  This allows you to connect a computer to the phone, then the phone to your LAN, utilizing a single data connection.  IP phones also typically provide a much more robust feature set and are capable of utilizing the many additional features of the Hosted Station Service. For a list of features please click here.

Is it necessary to buy the IP Phones?
No, we have teamed with various End Point providers who offer a purchase or lease option.  For a list of authorized End Point vendors, please ask your account executive.

Does Epiphany offer the ability to make/receive calls through a computer?
Yes, with the Epiphany Soft-Client, you can install a piece of software that becomes a phone touchpad.  You can make/receive calls, place callers on hold or transfer to other extensions via the soft-client, the perfect solution for the mobile employee!  The Epiphany soft-client is a one-time license purchase, and a user must have at least the Enhanced package, since the feature Call Forking is utilized.   Please note, we do not recommend that the Epiphany Soft-Client replaces the need for a desktop IP phone.

What other information can you provide about selecting the right phones?
We strongly discourage purchasing refurbished equipment and strongly recommend working with an Authorized End Point vendor.

How do you move an end user from one office to another?
Adds, moves and changes couldn’t be easier with Epiphany Hosted Stations via the user-friendly administrative portal.  Custom service packages can be created and assigned to specific groups/users all through the click of a mouse. Moving locations of a handset is also simplified. In most cases, you can simply move the phone to the new location and plug it into the LAN. The phone will re-register and you’ll be back up and running.  In more complex set-ups, additional changes may need to be made to the phone before it will re-register.  If a handset is moved without prior notification, E911 service may be unavailable.

What calling features are offered?
Epiphany Hosted Stations offer very robust features options. To view the lists of features offered by package, click here.

What type of changes or Edge/LAN configuration can I expect with Epiphany?
With the Epiphany service, we strongly suggest to have either an Edge or LAN vendor to assist you with the configuration of your network.  If you currently do not have a vendor or internal source, we have worked with various Edge/LAN vendors that have certified with the Epiphany service.  Check with your Account Executive for a list of the authorized Edge/LAN vendors.

EPIPHANY SIP TRUNKS

Can I use an existing PBX system with Epiphany SIP Trunks?
Epiphany SIP trunks can be connected to virtually any phone system that can accept ether an Ethernet/RJ-45 connection, PRI hand-off.

What type of IP connection can be used with a SIP Trunk?
Any High-Speed Broadband Internet connection can be used with the SIP Trunk service.  For the maximum control for call management, we suggest using a private connection (T-1, Ethernet, etc) or a public connection (Dedicated Internet Access or Broadband Internet Access).

Why is a SIP Trunk more efficient than a PRI?
With ISDN-PRI’s, you are limited to purchasing 23 channels at a time.  With SIP Trunks, you can purchase exactly the required sessions. We can size the bandwidth you need in any 1Mb increment up to 100Mb.  This will allow you to have exactly the number of trunks you require, without having to pay for additional PRI’s.

What calling features are supported on a SIP Trunk?
Epiphany SIP trunks can deliver many of the features that are currently available on traditional phone trunks, such as:

• Caller ID/Caller
• Call Waiting
• Direct Inward Dial (DID)
• Direct Outward Dial (DOD)
• E911
• Call Restrictions

How many simultaneous calls can Epiphany SIP Trunks support?
The number of Simultaneous Call Sessions is based on your access bandwidth.  To ensure the highest call quality, we suggest multiplying the number of required simultaneous call sessions by 95Kbps