Frequently Asked Questions
Browse our library of questions and answers. Can’t find what you’re looking for? Contact a member of our team for more information.
Pricing & Billing
You can find the costs for Apex PBX on our pricing page. All plans include everything you need for your business, including an IP handset, support and maintenance, advanced call management with voicemail, auto-receptionist, call forwarding and many more features.
If the installation requires a site visit, then there will be a small installation fee (location/time considered). If the handset is sent to your working address, no installation fee is applicable, just the delivery costs.
You can purchase as many handsets as you like. However, the number of concurrent calls you can make is dependent on internet speeds. An estimated allocation of 76kbps per phone call is set aside for voice calls.
Payment is via direct debit and is taken on a monthly basis. Any one-off fees incurred will be applied to the first month’s invoice.
Invoices are sent to you each month via email by our accounts team. If you require old invoices, please get in contact with us.
The Apex phone system includes a range of free voice features, including voicemail, call transfer, call forward to mobile phones and maintenance. If you decide to opt for the Enterprise Package, you can take advantage of our more premium call features, including call recording, call conferencing and in-depth call statistics.
Our telephone devices are included within the monthly subscription. In some cases, we will consider you purchasing the handset upfront with a reduced license fee. You will need to speak to a member of our sales team to confirm whether this is viable for your business.
Our contracts range from 12 to 60 months. The monthly fees displayed on our pricing page are based on a 36 month term.
This is dependent on the call plan you select; more information can be provided by a member of our sales team. You can reach them on 0800 055 7272.
We will contact you via email and telephone to remind you that payment is outstanding. We may temporarily suspend your account should payment remain outstanding for a period of time.
Before the service starts, you will have the opportunity to choose between the price per minute plan or call bundle (more information on our pricing page). Once a plan is applied, the handset will be able to make UK and International calls. You will then be billed accordingly.
This can be managed through our Apex telephony suite interface or by submitting a support ticket to firstname.lastname@example.org.
Yes, you can do this by contacting our support team on 0207 058 1000. Alternatively, you can contact your account manager and they will be of assistance.
You can do this by informing your account manager that you want to add new handsets to your business.
Yes, but keep in mind that international calls are NOT included within our call bundles and are charged separately (PPM). It’s advisable to inform your account manager if you’re likely to generate international call traffic so they can provide a rate list.
Call recording can be enabled from the first call, and both inbound and outbound calls are recorded. The customer calling needs to be informed the conversation is being recorded. Recordings are stored for 3 months via the Apex PBX interface.
Yes, both the mobile and PC application can be used alongside your HD handset. This means that if you’re working remotely, you will be contactable once the application is turned on and you’ve connected to the internet.
You can access your voicemails by dialing a short code on the IP handset or, alternatively, voicemails can be sent to your email address via WAV or MP3 file.
A cloud-based system is a phone system delivered over the internet. The main benefit of a cloud system is that it can greatly reduce business telephony costs and added flexibility.
Your main telephone number can be forwarded instantly to a mobile number of your choice. For making outbound calls, the mobile application enables you to make calls as if you were working from your physical handset, displaying either your DDI or main number when dialing out.
Our technical support team can be contacted Monday to Friday 9am – 5.30pm on 0207 058 1202 or by email email@example.com.
Overall the process takes between 2-4 weeks. This is dependent on ported numbers being accepted and engineer availability.
Yes, you can. We can also supply you with ADSL & Fibre broadband. Please call 0800 055 7272 and we will be happy to assist you with pricing and time scales of deployment.
Yes. A site survey is arranged prior to installation to establish if any extra equipment or work is required. The engineer will then return to site to complete the installation of the VoIP phone system.
Yes. When porting numbers, the process normally takes anything between 2-4 weeks. When assigning new numbers, the system can be set up within 3-5 working days based on you having the correct infrastructure in place (internet/cabling/network services etc).