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Frequently Asked Questions

General Questions

What is VoIP?

VoIP (Voice over Internet Protocol) uses the Internet to make phone calls rather than using traditional phone lines provided by a legacy phone company. The advantages of VoIP include lowered equipment cost, lowered phone service cost, an expansive feature set and the ability to integrate your phone with computing devices.

Traditional phone calls are made over dedicated circuits. By contrast, VoIP shares the data network with other computing devices. Essentially, speech is "chopped up" and sent as small segments over the data network and Internet, then reassembled and played at the receiving end. When properly engineered and executed, a VoIP call is at least as good as but typically better than a traditional phone call. However, if the segments of a call are delayed or lost, as can easily happen on a data network, then call quality can suffer. The Star2Star architecture eliminates this risk with its end-to-end approach that controls both ends of the call path which includes automatic prioritization for voice packets over data packets.

How is Star2Star different?

Star2Star has created the first fully integrated end-to-end Business Grade VoIP solution. Our solution combines purpose built hardware, custom engineered 24/7 monitoring and management and a dedicated network operating center. The results are powerful features, superior call quality, unmatched reliability and dramatic savings.

Other business-oriented VoIP vendors really just offer one part of this complete solution.

Some specialize in the PBX (the on-premise phone switch providing call routing and features like voicemail and so forth) but leave locating connectivity and VoIP telephone service up to you. Others offer telephone service but no on-premise PBX; this approach limits flexibility, features and reliability. Almost none offer any form of monitoring and management; once the system is set up, the assumption is that it will just run with no problems.

Star2Star is different. Star2Star has its own proprietary on-premise PBX. This solid-state PBX has no moving parts, no hard drive and no fan for the utmost in reliability. This PBX gathers information about the phone system and network that the system uses and then prioritizes phone calls while minimizing impact on regular data traffic. Your calls will be connected to a private network of carrier class telephone lines or carried long distance by Bandwidth.com and Level (3), both companies are unquestionably recognized as the finest in the industry. At every point, our StarWatch service monitors nearly 1000 operational parameters in the hardware, data network, routing systems and carrier infrastructure to assure uptime and call quality.

Star2Star is the first and ONLY solution to fully integrate hardware, phone service and active monitoring/management. That's what makes us different.

How is the voice quality?

Generally, with any properly installed business-oriented VoIP solution, you will experience call quality equal to or better than a traditional phone call. However, VoIP call quality can be affected by network congestion and delays. Most VoIP solutions have no answer for this problem. By contrast, the StarWatch service from Star2Star notes the quality of the network and adjusts call parameters to assure the best possible quality. In addition, StarWatch can detect a degrading local area or wide area (Internet) connection and alert you to this problem along with recommended solutions. Star2Star's unique integrated combination of proprietary hardware, monitoring and central routing service means we do the best possible job of assuring call quality and reliability for our customers.

Can I keep my current phone number?

Yes. In almost all cases in the United States, the Number Portability Act requires your existing carrier to port your number to Star2Star upon your authorization. This typically takes 10-15 business days.

We offer a thirty day risk-free guarantee. Star2Star's phones can sit alongside your existing system during this period. Your calls come in on your old phone system while you make calls out on the Star2Star system to test quality and reliability. During this period, all domestic calls made on the Star2Star system are free. Once your phone number is ported you can begin to use your new Star2Star system for all your calls, incoming and outgoing.

Can I do a side-by-side test?

We encourage interested customers to try Star2Star risk-free for 30 days. Our dealer will install the StarSystem and let you make (and receive) all the domestic calls you like during this period. Whether you decide to keep the system or not, you won't be charged for the calls. At the end of the 30-day period, if you don't love the Star2Star solution, let us know and your money will be returned.

Is Emergency 911 provided?

Yes. 911 dialing is included (e911 is also optionally available) and automatic telephone number(s) registration with the 911 database is included. Plus, due to Star2Star's failover feature, 911 dialing will work during a power or Internet outage.

Is Star2Star different from residential VoIP services?

Entirely different!

Some of the first VoIP service providers focused on residential products that lack the quality, features and reliability that businesses demand. As a result, VoIP has become associated with systems that lack in capability and quality.

However, the fact is that the very first VoIP installations were deployed at the world's largest companies on their large enterprise networks. Quality on those systems exceeds that of the legacy phone system with a corresponding increase in feature set and capability. However, though powerful, these systems were also incredibly expensive and not suited for small to mid-sized businesses.

Star2Star focuses entirely on small to mid-sized businesses and has brought the power of Enterprise class systems to smaller organizations. Our end-to-end solution combines the in-house, high quality systems that have been in big businesses for years along with a powerful set of features and the best phones available for Internet calling. The result is an offering entirely different than that provided by residential providers.

Do I need to cancel my current phone service provider?

Initially, the Star2Star Phone System can be installed without canceling your current service. Normally, you will "port" your existing phone number(s) to your new Star2Star system. This takes about 10-15 business days. Once this happens (you'll know because your old phones will stop ringing and your new Star2Star phones will start) you can cancel your existing phone service. Handled this way, you will not experience any interruption in phone service.

In most cases, you will want to retain a single analog line for FAX, burglar alarm (if used), POS device (if used) and as a backup line should your Internet service ever be temporarily disconnected.

How reliable is this phone service?

At Star2Star, we are completely focused on providing the highest quality and most reliable Internet phone solution in the world. That sounds like a marketing slogan but there are real substantive reasons why we believe we have succeeded in building a solution that -- for all practical purposes -- is actually more reliable than the traditional phone system. Star2Star is the first and only VoIP solution provider that can offer this complete end-to-end approach.

Our reasons claiming such a high degree of reliability are somewhat technical but, if interested, you can read about them in our white paper titled: Star2Star's Six-Way Backup: Ultimate Reliability in a Business Oriented VoIP Solution.

How does the monitoring system work?

The Star2Star monitoring system, StarWatch, looks at all aspects of the system, from the phones, to the local network (LAN) to the on-premise PBX to the Internet (WAN) to the Network Operations Center (NOC) and all of its servers and connections, through the local connections or long-haul carriage network. It monitors failure states and trends and, when necessary, it alerts interested parties of problems or potential problems. For critical events, it may also automatically kick off remedial solutions.

For example, suppose the Internet connection to one of your offices is cut. The monitoring system will note this almost immediately, activate the backup PBX at the NOC and automatically reroute calls from the PBX at the affected office to the supplementary phones (usually a cell phone) for each the company's users. All other PBX applications like automated attendant, voicemail, etc. will continue without interruption. Callers to the company will not notice any change.

The PBX at the office can detect Internet failure as well and can route all outbound calls to be made on the (usually single) analog line. Simultaneously, the Star2Star notification system will place an automated call to the company's administrative contact (using their supplementary phone number), alerting him or her to the Internet connection outage along with suggested remedies. In most cases, the administrator will find out about the Internet outage well before employees start to complain that their web browsers and email are not working.

This is only one example. The StarWatch monitoring system watches nearly 1000 different parameters and has hundreds of response states.

What safety provisions are in place?

Beyond the obvious need to provide 911 support, Star2Star also provides a complete and automatic disaster recovery system with your phone service. This capability is provided in the Network Operations Center (NOC) where we operate our core infrastructure. The data center is secured with state-of-the-art surveillance, including 37 cameras with around-the-clock monitoring. The data center requires pass cards and, in critical locations, pin codes. The building is entirely above flood stage and our servers sit 192 feet off the ground. The building is rated for a 155 mile an hour category 4 hurricane. The data center is a bunker inside of the building with no windows. The data center walls are even reinforced with blast proof Kevlar.

In the unlikely event that anything would ever happen at the data center to cause it to become non-operational, the StarBox (the Star2Star Phone System) at each customer site will automatically switchover and utilize other carriers and the on-premise analog connection to maintain the ability to send and receive calls.

If anything were to ever happen at your office to compromise the Internet connection (a lengthy power failure or a natural disaster) we will mimic your phone system in our data center and reroute calls to a backup phone line or even to the cell phone of each employee when their extension is dialed.

The data center is powered by diverse, redundant connections to two major power grids and it has its own power substation inside our facility. Additional protection is provided by enterprise class Uninterruptible Power Supply Systems (UPS) and three onsite generators. These systems can operate the data center indefinitely in the event commercial power fails.

The data center has a fire suppression system and utilizes the most advanced Inergen gas system available. Gas based fire suppression technology, as apposed to water based systems, allow the computer systems to stay operational, provide enough oxygen for people to survive while stopping a fire in seconds if one were ever to occur. The data center features a fully redundant environmental control system. The highly available N+1 environmental system tightly controls the temperature and humidity levels with 166 tons of A/C cooling capacity. Take an online tour of our NOC

How are toll-free numbers handled?

Star2Star handles 800 (toll free) numbers in a typical way. If you have an 800 number we can port it to Star2Star. If you do not have an 800 number but want one we can provision a new 800 number for you. There is a slight charge for using the 800 number on in bound calls above the normal Star2Star line charge. That cost is two cents per minute on incoming calls. Star2star can add your 800 number to the national toll-free directory.

Pricing

What are my savings likely to be?

The savings from a Star2Star system come in several obvious and a few not so obvious ways.

First, most organizations see a dramatic drop in their monthly phone costs (typically business phone bill is cut in half). For customers with extra services like central office voicemail or those who make lots of long distance or international calls, the savings can be tremendous.

Second, the Star2Star PBX and phones are offered at a fraction of the cost of a traditional business PBX. Since the Star2Star system can support up to 999 phones per single location, and you can add phones one at a time as you grow, you never are forced to buy "too much" PBX just to accommodate potential growth plans.

Third, Star2Star has tremendous multi-location features. Your system can be configured so that, no matter how many locations your employees work from, the phone system will work like it is one phone system operated from a single location. Individual work-at-home employees can have a phone at their site that operates just like it was at the office, meaning your remote offices and remote employees are now available via local extensions. Flexibility like this can result in tremendous cost savings.

Bottom line, for most of the companies we speak with, we find we can install a new Star2Star phone system, including phone service, for a monthly cost at or below what the company currently pays for traditional phone service alone.

What are the long distance calling costs?

There are no added domestic long distance fees. Domestic local and long distance calls are included in our basic package.

Business Features

What is the complete feature list?

There are hundreds of enhanced features specifically designed for small and medium businesses. The actual feature list is far too extensive to include here. There's a separate section of the website devoted to the features and benefits of the Star2Star Solution. View the whole feature list.

How are multiple locations and remote employees supported?

With Star2Star, every office and even single phone home office locations can exist on the same phone network. This allows for incredible flexibility previously available only on extremely expensive PBX systems using dedicated "tie-lines" between offices. With Star2Star, each separate office gets a 2 digit ID. Each office can have up to 999 extensions. To make a call within an office, just dial the 3 digit extension (i.e., "102"). To make a call between offices just dial the office id and the extension (i.e., "20102"). Individual users ("remote employees") can have a phone at home or at a single person office that works just like it was on the desk at one of the main offices. It's all seamless.

My company has many locations but we only want to publish a single phone number. Can you do this?

Absolutely. Star2Star's solution lets you decide how your company will present itself to customers. For example, some companies, operating with multiple locations, want to publish a single phone number to reduce confusion for customers. Star2Star can branch incoming calls on a single number to ring any (or all) extensions at any (or all) locations. Or, the incoming call can be set to ring extensions in succession. Or, the incoming call can be set to play an automated attendant menu that would allow incoming callers to select their call routing. Setting up a call configuration is simple and something your Star2Star dealer can do for you or you can do yourself via our simplified web browser interface.

Can I publish local phone numbers in cities where I do business even if I don't have an office there?

Yes. With Star2Star, you may select as many phone numbers as you like from nearly everywhere in the US and have each of these numbers route however you like. Callers could be routed to separate automated attendants based on city or a single, consolidated, message could be played. Or, calls from each city could be routed to ring the phones of city specialists.

My company has a lot of outbound employees. Do you support that?

Yes. Star2Star features an advanced version of call forwarding that allows scheduling. It also includes a find-me/follow-me option where you can select to have your office line ring as many offices as you have and even ring your cell phone, home phone or a computer softphone simultaneously. You can configure all of this to happen on a particular schedule and select for the call to try one phone at a time, all at once or give the caller the option to automatically forward the call via your voicemail message.

Can I have multiple extensions?

Yes. We support up to 999 extensions in each of up to 99 locations plus remote phones at home offices, softphones on your PC, analog phones and fax machines.

Does Star2Star include Automated Attendant, Ring Groups and Queues?

Yes, and more. Star2Star's advanced setup allows you to build multi-layer automated attendant menus and setup ring groups, customer service queues, paging, and even customize your music on hold. Extensions can be tailored to allow or prohibit certain activities like international calling or outbound calls. Users can also log into their designated portal and set up their own speed dial, call forwarding, find-me/follow-me paths, voicemail options, call blocking and an "operator" designation if they are unavailable to answer a call. Plus, the latest company directory is always just a click away as a printout.

I have several small locations and I would like to consolidate my telephone reception between them. Can I do this?

Yes. Star2Star lets you treat all your locations as one group of extensions. Any and all incoming lines can route to a receptionist (or queue of receptionists) operating from a single location. These receptionists can hold and direct calls for all locations.

Are there any limitations on voicemail?

No limitations. With Star2Star, you can set up voicemail for all users. You can even set up voicemail for "virtual" users; this feature is useful for calls that are intended for a departmental group but are never answered. Finally, Star2Star also offers voicemail groups. Voicemail groups are used to send a single voice message to a group of extensions. It's great for departmental or company wide announcements.

Can I do conference calling with Star2Star?

Yes. Star2Star supports two methods of conference calling. The adhoc method lets you conference in two other callers directly from your phone. The "meet me" conferencing method allows an unlimited amount of callers to dial a phone number and be placed into a conference together.

Equipment

What equipment is needed?

Here is the equipment list found in a typical installation. Usually, much of this equipment already exists at the installation location and can be reused:

High-Speed Internet Connection: You need a high-speed Internet connection which can be a business grade DSL connection, cable modem or T1 line. If you do not have a connection we can help coordinate getting one for you.

StarBox PBX: Office deployment of the Star2Star Internet Phone System requires a StarBox which is Star2Star's high powered phone system and Internet router.

VoIP Phones: We offer phones from Polycom, the industry's standard for audio quality. We also recommend and support the Grandstream GXP-2000, a feature-rich phone ideal for more budget oriented purchasers. Polycom and Grandstream phones may be combined for the best mix of quality, features and economy.

Router: You probably already have a computer router and, most likely, the StarBox will simply plug into it. If you do not have a router then in most cases you do not need one as the StarBox provides excellent router functionality on its own.

Network Switch with QOS, POE and SNMP: If you have several computers hooked up to a network in your office then you probably have one or more switches. All switches will work with our solution but, to obtain the best call quality, we recommend that you use switches that include Quality of Service (QOS), Power over Ethenet (POE, supplies power to phones so they do not need to be plugged into a wall socket) and Simple Network Monitoring Protocol (SNMP) features. Your Star2Star sales consultant and local dealer are fully trained on this equipment and can advise you accordingly.

Do you support computer softphones?

Yes. In addition, you can set it to ring at the same time as your office phone, home phone and cell phone so no matter where you are the caller will find you.

Do I need to run new wiring?

Generally you do not need to run any new wiring if you have an existing computer network with a PC network jack nearby each phone.

Our phones have dual network jacks built into them. Plug the phone into the Ethernet jack, then run a patch cord (supplied) between the phone and computer. The computer and phone share the connection. There's no need to add another wall jack.

I only have old style telephone cabling. Can I use Star2Star?

If you only have old-style telephone wiring and have never installed a computer network to the areas and you now want VoIP phones, there are two choices:

Our dealer can install CAT5 computer wiring at those locations. In most buildings this is a relatively low expense.

We can use the existing wiring and phones and connect VoIP to them in your phone closet. This solution works well but is less convenient and only modestly less expensive than upgrading to a full VoIP solution in most instances.

What is your Network Architecture?

The best way to understand our integrated end-to-end network architecture is to view our Network Architecture diagram.

Can I use my existing analog phones?

Yes. Your Star2Star dealer can install adaptors that convert traditional analog phones into VoIP compatible phones. This conversion is slightly less expensive than purchasing new dedicated VoIP phones but at the cost of reduced features. Unless rewiring is a problem, we generally recommend obtaining new VoIP phones. Star2Star customers report being able to lease the new equipment while still adding dollars to their bottom line due to the affordable equipment pricing and the considerable telephone service savings.

Can I use my existing PBX?

Yes. Some customers like their existing phone system but wish to take advantage of reduced monthly phone charges and the enhanced feature set of Star2Star. We can adapt your existing phones and phone system to VoIP and avoid installing new phones. You will obtain all the monthly service cost savings with no changes in how your existing phone system operates. Since this "port replacement" functionality uses a standard StarBox, this means that as you grow, you can simply add VoIP phones as you need them without the need to purchase additional legacy equipment.

What telephone options are available?

There are four phone options:

Polycom Phones - We believe these are the highest quality business phones available.

Grandstream Phones - These economical business phones are very rich in features and work well as a desk phone.

Analog Phone Interface Conversion into VoIP - With an additional hardware adaptor, we can connect any existing analog phone (like a mobile phone) into the Star2Star system.

A computer-based Softphone is also available. Versions are available for Windows and Macintosh based computers.

Do I need to buy a computer to run this service?

No. Star2Star can provide the phone system, phones and networking components needed to run the service. We do not require any computers from the customer.

Do your phones provide an intercom capability?

Yes. Any phone can intercom a call to any other, including phones at separate locations.

Do your phones provide paging?

Yes. Any phone can page to any other phone or to a group of phones.

Internet and Network

Do I need to change my Internet provider?

No. You can use your existing provider. However, Star2Star can be your complete solution provider for telecommunications equipment and service which can include Internet service.

What are the bandwidth requirements?

We recommend a business DSL or business cable connection running with 768k upstream bandwidth as a minimum. On a properly configured connection like this, your StarBox will support 25-30 simultaneous phone calls. In a typical business environment, this is adequate to support between 75-100 phones. Star2Star also supports higher bandwidth connections such as T1s. As a general rule, call capacity will commensurate with bandwidth.

Do I need to rewire my building to use this service?

No. The Star2Star solution uses network wiring (Ethernet) already in place and shares the connection with a computer without the need for any additional wiring. If you require a phone at a location where there is no network wiring in place, a Star2Star dealer can install it at a reasonable price.

Installation and Service

Who installs Star2Star?

Star2Star has a network of certified and trained dealers and installers that guide you through the entire process. Our dealers will consult with you to determine your equipment and connectivity needs and to configure system operation. Once your equipment arrives and is plugged-in it will automatically be updated with your specific configuration. Our dealers and installers generally need only a few hours on site to complete the installation. If you want to reconfigure your settings after installation is complete simply visit the Star2Star administrative portal site and your system will automatically be updated; unlike most PBX's, there's no requirement to bring your dealer back on-site to make configuration changes.

Is training provided?

Yes. Your Star2Star dealer will offer initial training and answer any questions you have. Star2Star offers additional resources through its website including written documentation and recorded online instructional materials. Contact your dealer or Star2Star technical support service (available 24/7) at 941-234-0001 or by dialing "Star2Star" (e.g., *2*) on any Star2Star phone.

Are system upgrades automatic?

Yes. There are automatic software updates, including security enhancements. These are automatically installed over the internet without the need for any customer involvement.

How does support interaction occur?

Star2Star phone systems and data center components are monitored around the clock. All aspects of the Star2Star network are monitored remotely by our StarWatch quality and health monitoring system. Any problem relating to the connectivity, quality of service, or operational health of your phone system, network, Internet connection or calling path are immediately detected and reported to the Network Operation Staff and our engineering team for follow-up.

If StarWatch detects a problem, that sets off a chain of events to report and repair the issue. First, the problem is categorized. Critical events, those which affect the functioning of a customer's entire system, are escalated to priority 1 status and are immediately handled by a service engineer. The StarWatch system also immediately contacts the administrator at the customer's location to advise of the problem and the steps being taken to resolve it.

In many cases, less critical problems can be resolved without any human intervention since we have built hundreds of self healing and redundant features into our infrastructure to make many issues self-correcting.

Star2Star also staffs a 24x7x365 service desk to handle customer reported problems. Customers may access our service desk directly over the Internet or by calling our support line 24 hours a day, 7 days per week, 365 days per year or by email. Or, simply by dialing Star2Star ("*2*") on your phone's keypad.

This automated monitoring and service desk operation allow us to maintain a high level of quality and reliability. Typically we can solve most problems remotely but your local dealer/installer is always apprised of any issues related to your site and is dispatched by our service desk to solve problems that can not be solved over the Internet.

Do I need to configure hardware?

No, Star2Star systems are configured using a simple web-based interface and the hardware is self-configuring. Your dealer will sit with you and help you set up your system. Thereafter, you are welcome to make modifications on your own or with your dealer's assistance.

Do I need to obtain my own phone service or anything to make this work?

No. The Star2Star Phone Solution is an all-in-one solution, combining hardware, software, phone service, installation and maintenance. You deal with one vendor -- your local Star2Star dealer -- to specify, configure, install and service your system. Your dealer is backed by Star2Star which operates the StarWatch service to ensure uninterrupted, high-quality, calling. Your dealer can provide all parts of a complete solution, including any additional networking, hardware or cable installation required. While most customers already have a broadband connection they are able to use with the Star2Star Solution, your dealer can also provide that if needed.

What is your "Immediate Replacement Plan?"

Star2Star's Immediate Replacement Plan goes beyond simple "maintenance agreements." If anything ever goes wrong with your StarBox PBX or phone, Star2Star's dealers are authorized to replace the hardware that same day from stock. Star2Star dealers generally carry replacement equipment but if a replacement is not available, we will overnight a new StarBox to you immediately. Star2Star automatically backs up all configuration information so when your replacement equipment arrives it will fire up the specific settings and configurations (including voicemail) you had before the problem arose. Star2Star customers who opt for the Immediate Replacement Plan also automatically receive all system upgrades, including access to all new features of the Star2Star solution.

407-804-0077 Authorized Dealer star2star@computersol.net