Frequently Asked Questions

Business Reach Package

What is my installation interval

What is the status of my order

 

Local Service and Features

How many lines can I have on my Business Reach T1

What local features are available on my Business Reach T1

I want to maintain a local phone number to forward to my main line - Virtual  Call Forward

I have an alarm line, can I get a copper line

 

CallSaver Basic Voicemail

What is my password or default password

How do I set up my greeting, or change my greeting

How many messages can be stored

How long are messages saved

How do I check my messages when I am out of the office

 

Long Distance

How Many free long distance minutes do I get

What do additional long distance minutes cost

Do my free minutes roll over

Do I get a free Toll Free number

 

Internet

What is my available bandwidth for Internet

I need static IP addresses

 

Email

What type of email does Deltacom provide

What are the webmail features

How do I set up my email accounts

What is my email storage capacity

What is the largest attachment I can send or receive

How many user accounts do I get with my email service

Can I add more users as needed

Email and POP Specs

Email Antivirus Service

Email Antispam Service

 

Business Reach Reservationless-Plus Conference Calling

How many free minutes do I get

What is the cost for additional minutes

Do unused free minutes carry over

What are the features of Resrevationless-Plus Conference Calling

How do I set up a Reservationless-Plus conference call

Joining a Reservationless-Plus Conference Call

 

Installation

What is included with my Business Reach T1 installation

What am I responsible for during installation

Inside Wiring

I need inside wiring at the time of my order can you help me

 

Data DMARC

What is the Data Demarcation Point (DATA DMARC) between Deltacom and the customer

 

Billing

How am I billed

 

Customer Care

How do I contact customer care

How do I create and track a trouble ticket

 

Business Reach Package

 

What is my installation interval

 

All Business Reach orders are provisioned within 30 days of acceptance and approval of a valid order by Deltacom

 

What is the status of my order

 

Order status for Business Reach is tracked via Deltaview.

 

 

Local Service and Features

 

How many lines can I have on my Business Reach T1

 

A Business Reach T1 can have 3-5 local lines.

 

 

What local features are available on my Business Reach T1

 

The basic feature package includes:

 

Package Class Features

 

 

 

Custom Code Restriction 4

Call Block

Speed Calling 30

Call Tracing

3 way Calling/Customer Call Transfer

Repeat Dialing

Call Return

Call Selector

Remote Access to Call Forwarding

Signature Deluxe

 

Additional features are available at no cost as well:

 

Additional Class Features

 

Call Forward Busy

Call Forward Don’t Answer

Call Forward Don’t Answer Ring Control

Call Forward Variable

Message Waiting - Audible

 

 

I want to maintain a local phone number to forward to my main line - Virtual Call Forward

 

Yes, with Business Reach you can have up to 3 Virtual Call Forward numbers. A Virtual Call Forward number is a number in a local area which can be called which forwards to your main business number.

 

I have an alarm line, can I get a copper line

 

Yes, each Business Reach customer can add 1 copper line at an additional monthly charge. Our additional line is known as Simple Analog. The Simpli Analog line has no line features. The Simpli Analog line does not have any additional long distance minutes however, the line can share the Business Reach package minutes. The Simple Analog line must be in the same location as the Business Reach T1

 

 

 


CallSaver Basic Voicemail

 

 

What is my password or default password

 

To access your voicemail box, dial the local access number and then enter your mailbox number

followed by the “ # “ key. During the greeting, if you are calling from your own telephone line,

press the “ * “ key, and then enter the default password for your mailbox. The default password

for your mailbox is “ 9999 ”; however, please note that when the default password is changed to a

personal password, it must be at least 7-digits in length. Changing the password during the

“tutorial” is required.

 

Password:

*The password protects your mailbox from unauthorized use.

*Your new password must be at least seven digits in length.

*Please note that your customer service representative cannot retrieve this password.

 

 

If you lose your password, call Deltacom’s Customer Care Center at 1-800-239-3000

for assistance.

 

 

How do I set up my greeting, or change my greeting

 

3 GREETING MENU OPTIONS

1 Play active greeting

2 Record active greeting

3 Select which greeting to be active

4 Edit a specific greeting

1 Play the greeting

2 Record the greeting

7 Delete the greeting

7 Delete active greeting

8 Review greeting schedule

9 Activate/deactivate greeting schedule

 

 

How many messages can be stored

 

Up to 30 messages can be collected, each up to 2 minutes in length.

 

 

How long are messages saved

 

New messages are stored for 14 days, saved messages 5 days.

 

 

How do I check my messages when I am out of the office

 

You can check your voicemail when you are out of the office by calling the remote access voicemail number. If you do not have your voicemail number call customer care.

 

 


Long Distance

 

How Many free long distance minutes do I get

 

Business Reach provides monthly free domestic long distance minutes as follows:

 

3 Lines  -   600 Free Minutes

4 Lines –   800 Free Minutes

5 Lines – 1000 Free Minutes

 

What do additional long distance minutes cost

 

Additional long distance minutes above the free minutes are billed at .0566 per minute

 

 

Do my free minutes roll over

 

Business Reach free long distance minutes do not roll over

 

 

Do I get a free Toll Free number

 

Every Business Reach customer gets 1 free toll free number if required. This toll free number can use the free long distance minutes. Additional minutes are billed at .0566 per minute.

 

 

 

 

 

 Internet

 

What is my available bandwidth for Internet

 

A Business Reach T1 provides a full 1.544 Mb of bandwidth. Each voice call uses approximately 45 k in bandwidth. When a voice line is not in use, the bandwidth is available for the Internet. Business Reach uses standard ATM which provides a data throughput of 1.225 Mb. Bandwidth is symmetrical meaning it is the same bandwidth for uploads and downloads.

 

I need static IP addresses

 

Business Reach is provided with dynamic IP addresses as standard. If a customer needs static IP addresses, 5 usable IP addresses will be provided at no additional cost. (Dynamic or Static IP must be selected at time of order)

 


 

 

 

Email

 

What type of email does Deltacom provide

 

DeltaCom’s email offering allows for both webmail and POP access. Webmail allows for

customers to access their email from any Internet connection through a web browser. This allows

customers to check their email from home or while on the road on whatever Internet connection is

available. POP mail allows customers to utilize email clients such as Outlook or Eudora to

download their email from the server to their computer.

 

What are the webmail features

 

Web Access – Access your email account through an Internet browser (like Internet Explorer) from

everywhere in the world.

 

Personal Address Book - Use your personal address book to store contacts and contact groups. Your

contact list is closely integrated with all email functions, so it is easy to address emails using your contact list.

You can view, edit, and delete contacts and contact group, print contacts, and import and export contacts to

synchronize with other email clients.

 

Auto-completion of Email Addresses from Address Book – The handy auto-completion function is

available when sending emails, inviting attendees to meetings or assigning tasks.

 

Folder Filtering - You can create filters that will route your email to a specified folder. Folder Storage helps

organize all incoming email for easy reference and retrieval at a later time.

Forward Filtering - You can create filters that will forward your email to another email address.

 

POP-based Email Collecting - The Collecting option allows you to collect messages from other POP3-

compliant email accounts and consolidate them in your mailbox. This means that you can check all of your

messages from one place. You can collect email from up to five other accounts. Please note that the

Collecting feature is not possible if your email host is not compliant with Post Office Protocol version 3

(POP3) or does not allow “POPping” from outside servers.

 

Language Selection - Select the radio button next to the default language of choice for viewing the

Webmail client. This setting will not affect the language in which your messages are sent or

received.

 

Auto-responders - The Auto-responders option allows you to create a message that is automatically sent in

response to incoming email. You can set the responses up based on sender, subject, or time of receipt.

Signatures - The Signatures option allows you to create customized signatures that can be attached to

outgoing email. You can choose a signature to attach to all outgoing messages or choose a signature each

time that you send a message. You may want to set up different signatures for the different types of email

that you send.

 

Scheduling - Schedule messages to be sent to yourself or others on a one-time, daily, weekly, or even

yearly basis to remind you of important dates, such as birthdays, wedding anniversaries, and meetings.

Spell Check - When composing a message, check for spelling errors before it is sent.

Stationery - Use Stationery to customize your outgoing messages.

 

Vacation Reply - With Vacation Reply you can create a message that will be sent automatically in response

to all incoming email received while you're away.

 

Restore Deleted Emails for up to 14 Days - You have the option to self-restore messages that were

emptied from your "Trash Folder.” This option is available for up to 14 days after the messages were moved

to the "Trash Folder.” This feature also allows you to restore deleted contacts, events, notes and tasks.

Searches - With Search, you can search for a specific email message by sender, recipient, or subject. You can

conduct your search on specific folders or all folders.

 

 

How do I set up my email accounts

 

Client settings and configuration information as well as ”how to” files, related to client

configurations, mail server information, and frequently asked questions, are located in the “my

email” link at: http://www.deltacom.com/default2.asp

 

Support is also available by phone for:

• Initial setup of Domain mailbox

Initial setup of Administrator mailbox for Domain

Phone assistance for email problems through our customer care line at 800-239-3000 and provide

your account number.

 

 

What is my email storage capacity

 

Each mailbox has 250 MB of storage

 

What is the largest attachment I can send or receive

 

Attachment size is 50 MB

 

How many user accounts do I get with my email service

 

Every Business Reach account receives 15 free email accounts

 

Can I add more users as needed

 

Yes, each additional email account above 15 is billed at $ 2.00 per month

 

Email and POP Specs

 

Email and POP specifications

• Customer must create all user accounts except the initial administrator

• Note: Domains are setup with a 30 User Limit per qualified product (see below for list

  of qualified products)

• Retention period for deleted mail is 14 days after the mail is moved to the Trash folder.

  After 14 days deleted mail items are not recoverable

• There is no retention period for deleted mailboxes, and deleted mailboxes cannot be

  recovered. It is the client’s responsibility to ensure that any mail is retrieved and

  downloaded to a local file before requesting that a mailbox be deleted

Customer is responsible for client workstation configuration and for providing network

   connectivity to client workstations.

 

Email Anti-Virus Service

 

ClamAV antivirus updated hourly

 

Email Anti-Spam Service

 

Multiple SpamAssassin Servers (provides spam filtering)

Spamhause RBL database is cached in-house (this allows us to block know spammers without querying an Internet database for every message)

Spam settings can be changed/managed using the Webmail interface

 

 


 

 

Business Reach Reservationless-Plus Conference Calling

 

How many free minutes do I get

 

Each Business Reach T1 receives 100 minutes of free Reservationless Plus conference calling minutes per month. The minutes are calculated as minutes per each person calling in to the conference call.

 

 

What is the cost for additional minutes

 

Additional minutes are billed at 9 cents per minute for each person calling into the conference call.

 

 

Do unused free minutes carry over

 

Unused minutes do not carry over.

 

What are the features of Resrevationless-Plus Conference Calling

 

Reservationless-Plus
Holding a conference is as simple as dialing a toll-free number and entering a conference code.

  • Initiate a call 24 hours a day/7 days a week
  • No reservations required
  • No operator assistance necessary
  • No time limit to your calls
  • Leader controls all conference commands
  • Leader can dial out to all participants directly from the conference

 

 

 

How do I set up a Reservationless-Plus conference call

 

 

1 Give your participants the date and time of your conference call, your dial-in number, conference code, security passcode, if this option is enabled.

 

2 At the specified time, dial your Reservationless-Plus dial-in number.

 

3 When prompted, enter your conference code followed by #.

 

4 When prompted, press * to identify yourself as the leader, then enter your leader PIN followed by #.

 

5 Press 1 to begin your conference or press 2 to change your default conference options.

 

6 If the security passcode option is enabled you will be prompted to enter the passcode at this time.

 

 

Joining a Reservationless-Plus Conference Call

 

1 At the specified time, dial your Reservationless-Plus dial-in number.

 

2 When prompted, enter your conference code followed by #.

 

 

 

 

 

Installation

 

What is included with my Business Reach T1 installation

 

Business Reach installation includes the following

 

Installation of Deltacom Adtran customer premise equipment

Installation of a backboard and ground for a T1 if required in your phone room

Provide a 6 foot cable to connect to your internal data equipment from the Adtran Ethernet port

Voice cross connects

 

 

What am I responsible for during installation

 

The customer is responsible for the following

 

Setting up email clients such as Outlook

Creating email accounts as the administrator

Configuration of any customer data equipment such as a router, switch or wireless access device

 

Inside Wiring

 

I need inside wiring at the time of my order can you help me

 

Yes, Deltacom can help you. If needed, Deltacom provides an inside wiring package for $ 249.00 one time charge which includes the following;

 

Up to 5 voice or data drops up to 100 feet each

1 extended data DMARC up to 100 feet

(Restrictions Apply)

 

·         Deltacom will provide a 30 day warrantee on all inside wiring. Deltacom does not provide an inside wiring maintenance plan.

 

Data DMARC

 

What is the Data Demarcation Point (DATA DMARC) between Deltacom and the customer

 

The DMARC between Deltacom and the customer is the Ethernet port on the Deltacom Adtran equipment. Deltacom will provide a 6 foot data cable (or up to a 100 foot extended data cable if inside wiring is purchased). It is the responsibility of the customer to connect the data cable to their internal network equipment.

 

Billing

 

How am I billed

 

All Business Reach Customers are billed electronically via Deltaview

 

Customer Care

 

How do I contact customer care

 

Customer care can be contacted via telephone at 1-800-239-3000. Escalation contacts are provided.

 

How do I create and track a trouble ticket

 

Trouble tickets can be created and tracked through Deltaview