Frequently Asked Questions
Browse the Medtel Communications FAQs by clicking on the questions below.
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Yes. When switching to Medtel’s M-Cloud, you will most likely want to keep your existing phone number(s). If so, you will need to take action to transfer your phone number(s) from one provider to the other. You can transfer (port) your existing toll-free or local phone numbers to Medtel. The porting process takes approximately 7-10 days depending on your current provider.
This process, called ‘porting’, typically occurs without any issues. However, there are certain cases where it’s not possible to keep your business phone number.
Checking for Number Portability
There are a few scenarios where porting a number may not be possible:
- If you are moving to a new geographic area.
- If you are using a rural wireline service provider.
Questions to Ask
- Have you ever had issues with number porting?
- Are you in a rural, or remote area outside of a major metropolitan area?
If you are not sure, Medtel can look up your phone number to verify portability.
What if My Number is Not Portable?
There could be additional costs depending the scenario.
- Number Forwarding
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- Medtel can forward your existing phone number to a new phone number.
- This requires that you continue to pay both your existing phone provider and Medtel Communications for phone service.
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- Purchase a new DID (direct inward dial) phone number from Medtel Communications, and have your current carrier forward the calls to the new number.
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- Medtel charges $50 per DID
- Some carriers offer unlimited call forwarding for no charge, or there could be a fee. Be advised, each carrier is different and there may be a limit to how many numbers they will allow you to forward.
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- Purchase IVR without M-Cloud Phone Service
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- Customers have the option to subscribe to Medtel’s IVRx service without M-Cloud phone service.
- This requires Medtel to establish a connection between the IVR and your phone system and setup can vary based on complexity. There could be additional costs depending the scenario.
- Tips
- Check with your current provider to find out if there are any early termination fees for closing your account with them.
- Do not terminate the service with your current provider until after your numbers have been successfully ported to your new provider. This will ensure a seamless transition.
- Per the FCC, once you request service from a new company, your old company cannot refuse to port your number, even if you owe money for an outstanding balance or termination fee.
Medtel works with Yealink and Polycom phones. Other brands are not supported at this time. We offer a variety of reasonably priced phones to choose from with option to lease or purchase. Important: Please note that our support team will not be able to troubleshoot or configure IP phones purchased from another vendor. We recommend customers take advantage of the simplicity of our preconfigured IP phones.
The Medtel Sales Team is here to assist with questions, information, and assistance regarding our services, pricing, or equipment. Please call 800.434.8358 to speak with a member of our Sales Team or contact us using this form.
Please refer to the complete Medtel Communications Terms of Service, accepted upon signing an agreement with Medtel. Please email the Sales Support Team with written notification of your intent to cancel. Early Termination Fees may apply.
2. SERVICE
2.1. Term. Service is offered as is determined in your Service activation or order form. The term begins on the date that Medtel Communications activates your Service and ends on the day before the anniversary date of your Term. Subsequent terms of this Agreement automatically renew for the same term as the initial term unless you give us written notice of non-renewal at least sixty (60) days before the end of the initial term in which the notice is given. You are purchasing the Service for the full term, meaning that if you attempt to terminate Service prior to the end of the term, you will be responsible for the full charge to the end of the then-current term, including, without limitation, unbilled charges, plus a termination fee, if applicable, all of which will immediately become due and payable. Expiration of the term or termination of Service will not excuse you from paying all accrued and unpaid charges due under this Agreement.
Please contact our Sales Support Team at 800.434.8358 ext. 202 or send an email.
Loving your Medtel IVR system?
As a valued Medtel Communications customer, we appreciate your trust in our services. We’re excited to introduce our referral program that will allow you to help your colleagues improve their business efficiency – while getting a return on your own investment! Simply complete this form and we’ll take care of the rest.
At Medtel Communications, we pride ourselves on being extremely customer-focused. If you are not satisfied with our service or our support performance, please send us an email or call 1.800.434.8358. For Technical Support, please call 800.404.9941 or open a case.
Changes to Auto Attendant greetings are included as part of the onboarding process for up to 30 days after your scheduled installation date. After the 30-day period expires, this request is considered an Add-On or Change order. Please contact us or call 800.434.8358 (press 1 at the prompt to reach the Onboarding team) to request changes.
Please contact us or call 800.404.9941 to request training for Medtel products and services.
Please contact us or call 941.757.3484 extension 300 for assistance with number porting.
The Medtel Technical Support team is your resource for opening trouble tickets or to check the status of an open ticket.
You can reach Technical Support by calling 800.404.9941 or submit a ticket.
Medtel’s installation time for both M-Cloud and IVR services typically ranges from 30-45 days on average. Expedited installation is available upon request but is dependent on customer readiness.
Medtel System Implementation Process
The time frame includes the following steps:
- Design Session
- System Design & Configuration
- System Installation & Testing
- Training
You can prepare for the Design Session by gathering the information listed below.
Get Ready for the Design Session:
- Copy of your most recent phone bill
- Name of your current Internet Service Provider
- All phone numbers that will be impacted by the change
- List of user extensions (workstations and users)
Medtel Communications is RedSail Technologies Partner, offering IVR integration with PioneerRx, BestRx, and NRx(QS/1) Pharmacy Software. For more information about our integration with PioneerRx, visit their Connected Vendors page.
Number porting is the process of moving business telephone service from one provider to another without losing the number. Also known as Local Number Portability (LPN) or Service Provider Portability (SPP), a port order allows for the reassignment of your business telephone number(s) whether they are published or non-published. When implementing a new telecommunications system, it is customary that the telephone numbers also migrate to the new provider platform. Additionally, any need for new telephone numbers which may be required for a new business number or are to be added will be requested at the time the port order is placed.
Q: What does Medtel need to start the porting process?
A: The following documentation is required:
- Signed Letter Of Authorization (LOA)
- Latest invoice from your current carrier
- List of your numbers to be ported
- List of users, extensions, and departments associated with each number
Q: Who will manage this process?
A: Your Onboarding Specialist will facilitate all logistics involved in the porting process.
Q: How long will it take to port in once submitted?
A: Ports can generally occur within 7-10 business days. However, some port requests may take longer if account information is incorrect, or the losing carrier denies the port. This causes the port requested to go into jeopardy status until the issues are resolved.
Q: What are the statuses of a port request?
A: These are the four statuses for number porting:
- Submitted (submitted and awaiting verification from losing carrier)
- CSR Required (a CSR is required to continue)
- Rejected (your port has been rejected and will need to be resubmitted with proper information)
- FOC (a date has been confirmed for your port to process)
Q: What is a CSR?
A: A Customer Service Record (CSR) is the document of proof for a given phone number. A CSR is sometimes required to authorize the porting process. This is a document that you will need to request from your current carrier if required. It is generally provided by email. Sometimes a porting PIN is required from the losing carrier. This information may be on your current bill depending on your carrier.
Medtel’s service will work with any high-speed, stable internet connection. No PBX hardware is required other than Medtel-approved VoIP Phones & Devices. Power supply or POE switches are sold separately and required to power the devices.
Medtel’s service is cloud-based, meaning it’s not dependent on your power or internet connection to continue receiving calls or faxes. You can route calls to another location or use your mobile phone as one of your forwarding numbers. Calls can still be made and received from your cell phone, and it can display your business number on Caller ID in the event your office internet or power is lost. Download the Medtel mobile App for Android or iOS.
Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an agent, as well as to utilize menu options via touch-tone keypad selection to have calls routed to specific departments or specialists.
Medtel’s M-Cloud is a cloud-based business communications system with all the features you need on a single platform. Medtel’s M-Cloud business phone system combines phone service, messaging, presence, chat, plus audio and video conferencing.
With M-Cloud, you can easily connect your office, remote and mobile employees under one phone system, no matter where they are located. Giving everyone the ability to make and receive work calls from their desk phone, mobile device, computer, or tablet.
Medtel’s M-Cloud service eliminates the need for additional hardware. The service is set up, activated, and completely managed online.
Medtel offers simple, all-inclusive pricing with a predictable low monthly cost.
Voice over Internet Protocol, also called IP telephony, is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.
Billing Setup
We offer both ACH direct payment and automatic credit card payment methods. Credit card payments will incur a 3% fee. We offer a self-service customer portal where you can pay by credit/debit card. Please contact Accounts Receivable at 941.757.3484 extension 201 for questions or changes regarding payment.
New customers will receive an email from DocuSign asking them to complete the ACH or credit card forms and sign electronically. You will continue to receive notifications from DocuSign until this step is completed.
For billing questions, please contact Medtel’s Accounting Department at 941.757.3484 extension 201 or send us an email.
Please contact the Medtel Communications Onboarding Team at 800.434.8358 or contact us.
