Frequently Asked Questions

Introduction
What is VoIP?
What are the benefits of native trunking?
How does one place or receive a VoIP phone call?
Can I call any phone or just VoIP phones?
How is the voice clarity?
Do I need a computer to call?
What differences are there between making a local call and a long-distance call?
Can you give me a technical overview of VoIP?
Benefits
What can SureTrunk do that a landline phone cannot?
Can I keep my number?
Can I get a number of an area code other than mine?
Can I take my number with me when I travel?
Can I try a service for a limited period?
How secure are VoIP calls?
Getting Started
Do I need to be a computer expert?
What kind of equipment do I need?
Can I use my computer during a call and does it have to be turned on all day?
How do I get started?

Introduction
Q: What is VoIP?
A: An abbreviation for Voice Over IP, this is a protocol specifically designed for the transmission of voice traffic over the Internet. Due to its flexibility and broad spectrum of uses, VoIP has become increasingly popular in both residential and business markets. It is also referred to as broadband or digital phone service.

Q: What are the benefits of native trunking?
A: Nativity allows easy and clear access to VoIP without the costly equipment requirements necessitated by other means of VoIP. "Native" SIP trunking means SureTrunk alleviates the need for an "enterprise edge device" such as local PSTN gateways, costly ISDN Basic Rate Interfaces (BRIs) or Primary Rate Interfaces (PRIs).

Q: How does one place or receive a VoIP phone call?
A: With a phone-based service you would use VoIP the same way you use a regular landline: by picking up the phone to answer it or dialing a number to place a call. With a computer-based service, you can call using a microphone headset plugged into your computer.

Q: Can I call any phone or just VoIP phones?
A: With SureTrunk™, you can call any number as if you were calling from a traditional phone.

Q: How is the voice clarity?
A: The quality of VoIP voice has dramatically improved over the past few years, reaching the quality level of a landline phone and sometimes even exceeding that level. However, voice clarity may differ depending upon the speed and quality of your broadband connection.

Q: Do I need a computer to call?
A: No, you do not need a computer for phone-based VoIP services. An adapter (often provided free of charge by the VoIP provider) connects the phone to a high-speed internet connection. A computer can be helpful to utilize and manage different features offered by the provider; however, it is not needed.

Q: What differences are there between making a local call and a long-distance call?
A: In terms of technology or how you dial the number, there are no differences. Call charges, however, vary from plan to plan.

Q: Can you give me a technical overview of VoIP?
A: As the name implies, Voice over IP refers to calls that traverse networks using Internet Protocol (IP). The voice stream is broken down into packets, compressed, and sent toward its final destination by various routes (as opposed to establishing a single, 'permanent' connection for the duration of the call as with a traditional phone line), depending on the most efficient paths given network congestion, etc. At the other end, the packets are reassembled, decompressed, and converted back into a voice stream by various hardware and software elements, depending on the nature of the call and its final destination.

Benefits
Q: What can SureTrunk do that a landline phone cannot?
A: SureTrunk™ can help you save up to 60% of your monthly phone bill. We offer many features which are covered in the monthly fee, such as voicemail, caller ID, three-way calling, and call waiting, as well as unlimited long-distance with our plans, which saves you the trouble of having to purchase long-distance phone cards. Furthermore, we offer unlimited calling to other subscribers of the same service, allowing you to talk to those users for as long as you wish at no additional cost. SureTrunk™ is best suited for you if you can relate with any of the following comments:

• "I have a high speed internet connection and I want to lower my monthly phone bills."
• "I make long-distance or international calls and want to minimize costs."
• "My business's phone service is a significant part of my overhead."
• "I like the convenience of being able to take my number with me anywhere in the world."
• "I wish to enjoy features such as conference calling, choice of any area code, voice mail, call waiting, and more."
• "I live outside of the United States but need a local number for my business." (Local numbers NOT available in all locations)
  
  

Q: Can I keep my number?
A: SureTrunk allows number portability so you can use the same number which is given by your traditional phone provider.

Q: Can I get a number of an area code other than mine?
A: Yes, SureTrunk may permit you to select an area code different from the area in which you live. This means if you live in Austin and get a New York number, you will NOT incur long-distance charges while calling a New York number regardless of geography. It also means that your "local" calls in Austin will be charged long distance and that your friends in Austin will incur long-distance charges calling your New York number. Additionally, SureTrunk offers virtual numbers (sometimes known as “extra numbers”). With this feature you may obtain a number from a different area code in addition to your current area code. This would enable you to have relatives living in another area code dial a local number to reach you, saving them the cost of long-distance charges.

Q: Can I take my number with me when I travel?
A: Yes, SureTrunk allows you to use your VoIP service wherever you travel as long as you have a high-speed Internet connection available and your phone adapter is with you. In this case, calling would work the same as if you were dialing from your home or business and you would not incur additional charges.

Q: Can I try a service for a limited period?
A: Yes, we offer a no-conditions 30-day money-back guarantee so you can try a service without risk to see if it meets your needs [or other applicable trial plan].

Q: How secure are VoIP calls?
A: Although the media likes to play up future security threats in VoIP, so far, documented instances of VoIP security breaches have been few and far between. SureTrunk’s encryption for VoIP subscriber units lays to rest many VoIP security questions.

Getting Started
Q: Do I need to be a computer expert?
A: For phone-based services you do not need to be computer savvy. Even computer-based services are not too difficult to set-up.

Q: What kind of equipment do I need?
A: A broadband (high-speed Internet) connection is required. This can be a cable modem or a high-speed service such as DSL or a Local Area Network (LAN). To place a call into the regular (PSTN) phone network you will need a VoIP service provider; ShoreTel in this case. The VoIP service provider will send you an adapter that you can plug into your Internet connection and then you can plug your regular analog phone into the adaptor. Alternatively, you can hook up a relatively inexpensive microphone to your computer and send your voice through your computer and its high-speed Internet connection.

Q: Can I use my computer during a call and does it have to be turned on all day?
A: You are not restricted from computer use while on the phone. Your computer does not need to be turned on if you are making calls with a phone and adapter or a special VoIP phone, but your broadband Internet connection must be active. As an added note, you can use your computer and surf the Internet while talking on the phone without greatly affecting voice quality.

Q: How do I get started?
A: You first need to determine which plans are available in your area and then select one you like best. You can start a search for plans from our homepage.