Frequently Asked Questions
Check out these frequently asked questions below. If you have additional questions or support please contact us or visit our knowledge base for more detailed information.
Is there a free trial available?
What support plans are available?
I currently use a Voice Over IP provider as my telecom solution what value add can Teleria offer?
Though Voice Over IP (VOIP) providers are an increasingly popular solution often offering improved redundancy and flexibility in your telecom implementation they still suffer from the same points of failure as a traditional telecom PBX.
Teleira solutions have been engineered to provide protection against these points of failure regardless of the application. Voip and traditional PBX customers alike can benefit from the redundancy that VoiceShield Cloud and VoiceShield Satellite provide, by taking your recovery out-of-band from your current solution if the worst should ever happen.
What is the "Web Call Controller"?
Do you offer hardware warranties?
How do I open a support ticket?
Where can I find my account number?
What is an Access Number?
What is meant by an "Emergency Communication Plan" or "ECP"?
Where can I find the login page to the web portal?
How does the Teleira solution work with carrier forwarding?
Telecom providers typically offer a forwarding product that allows customers to redirect incoming call traffic to an alternate number/destination in the event of an outage or any other down-time scenario (carrier product offers differ from carrier to carrier as well as regionally). Working with your carrier you can setup forwarding to redirect calls to VoiceShield Cloud by using any of your Access Numbers as a failover route
What is PRI in the Sky?
It is a Web Call Controller feature used with the VoiceShield Satellite product to configure the routing of calls to from Voiceshield Cloud to a Teleira on premise device called a TRIAD. The TRIAD can then allow you to route calls to your phone system or to a connected analog phone gateway.
What is a TRIAD?
Telecom Recovery Integrated Access Device. The TRIAD is a proprietary device that is sold as a part of the VoiceShield Satellite product. It allows for integration of the Teleria call routing system with your on premise phone system. When the TRIAD is setup with a dedicated internet connection it provides a redundant or out-of-band path for inbound and outbound voice traffic.
What is the character limit for SMS/Text messages?
The SMS standard has limit of 160 characters.
How can I protect my conference bridge from toll-fraud / random dialing bots?
A best practice for conference bridge protection is to configure a PIN number for the bridge, this will keep unwanted traffic from entering your bridge. Additionaly a conference bridge can be added as a branch of a menu, when that menu has a recording and is set to “wait for caller to press a key”, a conference bridge will have an added layer of protection from toll-fraud.
How many features can I have configured in my account?
Currently there is no imposed limit on the number of features that can configured in your account.
Where can I view a call history for my account?
Live and historical Call Detail Records (CDRs) can be found in the Admin tab of the Web Call Controller web interface. From there you can find CDRs under the Reports section by selecting Call Detail. Here current and historical usage reports can be generated and download. The web portal will only display the first 500 records of your search to see the full report select the Download Report button to save a full record to your computer.
How do I upload directory contacts?
Directory contacts can be uploaded to your account by opening a support ticket and attaching your document. To ensure prompt processing of your request please make sure the document is formated in a .xlsx or .csv file format, and ensure proper column headings are set.