Help & Advice

Frequently Asked Questions

We are always available to take your call and discuss the solution you need for your business but you can find some helpful information quickly and easily here.

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Phone System

Questions about features and functionality of the system? You’ll find the answers here.

New Customer

Everything you need to know when making the switch to Welltel.

Internet Access

Answering all your questions on fibre broadband, licenced wireless, vdsl and more.

Support Queries

Answers to some of the most common support queries we receive.

Phone System

Do I have to-arrange my conference call with Welltel?

No. Your account is always on and ready to use. There is never a need to schedule or pre-arrange a time with Free Conference Calling. Your scheduling is done with your participants directly to let them know when and how to join.

How do I set up a conference call with participants?

Simply provide your participants with the date and time (include time zone) that you plan to host your conference call and instructions to use the conference dial-in number and 6 digit conference code when prompted for it. That’s it! You just need to be sure to call in at the same time, enter the 6 digit conference code and 4 digit host code too.

Can I have call hunt groups?

Yes your calls can hunt across the various departments and across multiple sites.

What type of call reports can I get?

Welltel can deliver call reports by email on a daily, weekly or monthly basis. Inbound, Outbound, per DID (direct inward dialing), duration, average call time and number of calls are to name a few of the current reports setup on the system. If you have a certain type of tracking report in mind, please have a chat with one of our telecoms consultants.

Can we update or make changes to the IVR?

Yes you can update your IVR menu or greeting as often as you need to. Email the recording to support@welltelgroup.com with the day and time it should come into effect.

New Customer

Can I keep my existing number when moving provider or location?

Yes. Moving phone providers or re-locating does not mean you have to lose your advertised business number. Number porting transfers your existing number/numbers to your new provider so it’s business as usual. Numbers that can be ported include 1800,1850,1890 & 0818 numbers.

How long does it take to port numbers and will they be out of use for any amount of time?

The process can take between 1 and 10 working days depending on what lines you are currently using. You should not be affected or experience any down time during this porting period.

What is required for the porting process to proceed?

You must authorise the porting process to go ahead by completing and signing our porting request form with details including your UAN number and list of numbers to be ported. Please note: If any of the following devices share the same phone line as the number you wish to port they will be disabled if you authorise porting without backing up these services. Fax Machine / Analogue Credit Card Machines / Monitored Alarms / Broadband

Do I need to buy new phones to use VoIP?

The good news is once you’re happy with your handsets and they are IP enabled we don’t see any need to change them unless you wish to do so. The Welltel VoIP service is compatible with most brands. If initially you chose to remain using your existing handsets you can at any stage in the future purchase new ones from us, this will not affect your service in any way. If you are using non IP handsets then you will need new IP handsets. 

Can I add more phones if I need to?

Yes. One of the main benefits of using VoIP is that it’s quickly and easily scalable. You can add more users as your team grows. Contact our sales department on sales@welltelgroup.com with the number of users you wish to add to the system and they will advise on what hardware/service you need.

How long will it take to get the system installed after I sign terms?

In general, lead time is about 2-3 weeks from sign up to getting installed. Please note; any equipment required is ordered only once payment of the order has been made.

What countries do you provide local numbers for?

Welltel provide numbers from all of Europe, North America and most of the rest of the world. We can do both  in/outbound presentation of international DID’s.

What’s the set up time for international numbers?

This can be set up with 24 hours notice for each country

How do I contact support or log a ticket?

You have two ways of contacting support to open a ticket. You can email all the detail to support@welltelgroup.com and you will receive an automated reply with your ticket number to follow up with or you can call our main number 01 2541800 and select option 1 for support where an agent will take the details, open a ticket for you and give you your ticket number.

What is Unified Communications?

Unified Communications is the integration of communication solutions including IP telephony, instant messaging, presence information, audio and video conferencing, desktop & data sharing and many others.

Internet Access

What speeds can you provide and what type of internet?

We provide speeds of 10Mbps all the way up to 10Gbps. This can be delivered over Direct Fibre into your comms cabinet or Licensed Private Wireless delivered into your Comms cabinet.

What are the SLA’s around connectivity?

We provide a full expected SLA which includes 4 Hour response times, 24/7/365 help desk over both Fibre and Wireless dedicated internet connections.

Standard eFibre connections have a 4 day SLA

What is the lead time for installation?

Welltel will deliver either Dedicated Fibre or Licensed Private Wireless dedicated internet to your comms cabinet in 2 weeks.

Lead time for an eFibre connection install is 7  working days.

What is Smart Internet Access?

SIA segregates your connection to ensure your broadband speed remains consistent for your critical services such as voice, public wifi, office internet & email etc.

Can I use SIA for remote workers?

Yes, you can allocate data to VPN access for remote workers.

Support Queries

My handset is not working

The first thing we advise in this case is to test the handset in another port to check if the problem is with the port or the handset itself. If you plug the phone in to an active port and it works, double check the original port that the phone was in by plugging a working phone into it. If the problem turns out to be the handset contact your account manager or the sales department to order a replacement – sales@welltelgroup.com However, if the problem is the port please contact our support team to arrange an engineer visit to test/fix the port. You can contact support by emailing support@welltelgroup.com or call 01 2541800 and select option 3 which will log a ticket for you.

I can make outbound calls but cannot receive inbound or internal calls

Ensure that the ‘Do Not Disturb’ feature has not been activated on your phone. This is usually indicated by a solid red light or an icon of a handset with a line going through it. If it’s activated press the ‘DND’ button to deactivate it. If the problem persists contact our support team on support@welltelgroup.com or cal 01 2541800 and select option 3.

Calls cut off after certain time, can I increase the duration?

Some systems are configured with a call duration which is generally selected by the customer at the time of installation. This is for a couple of reasons, usually for cost control & fraud prevention purposes as well as to avoid lines being left accidentally open and clogging up capacity. This can be increased or reduced if you wish by contacting our support team. Email support@welltelgroup.com or call the helpdesk on 01 254100 and select option 3.

I can’t make International calls to certain countries

Certain high fraud destinations are blocked by default on the system. To dial these destinations requires a password. This prevents hackers from dialing these destinations should they gain access to your system. If your company regularly dials a blocked destination and does not want to use a password please email our support team with your request stating you understand the risk involved and would like that destination unblocked. (Please state the destination(s)).

There is a voicemail light on my phone but no message

This is usually a ‘call back’ request. For example if you were away from your desk and a colleague was calling you, they can press certain button to request that you call them back. This light is a notification. If the problem persists contact our support team on support@welltelgroup.com or cal 01 2541800 and select option 3.

W360 Quick Connect

How do I find my IP address?

To ascertain the IP address, you can go online at the location where you will  be working from and google what’s my IP.  Your IP address will then be displayed on your screen  

 

How do I Move/Migrate my License To a New Computer?

Get in touch with your account manager who can assist.

 

Why does Google Chrome ask for permission to dial every time?

In Chrome 77 and later versions Google has removed the ability for users to say “Always open these types of links in the associated app”.

Instead, it will prompt the user every time they click a telephone number to ask if Bria can be opened. Click “Open Bria” to continue and make the call.

 

What languages is this available in?

The application is available in the following languages: English, French, German, Spanish, Portuguese, Japanese, Russian, Chinese*, Dutch**, Italian**

* Not available on Mac

**Available on Windows only

 

Why does my application have a delay when answering calls?

If you find that the application consistently has a delay when answering calls you may be able to improve this by specifying a port and transport type in your client. We recommend reaching out to us to recommend which port you should be connecting over.

To do so open your Softphone menu -> Account Settings -> Choose your SIP/VoIP account. Affix the port we specified to the end of your domain. If you were connecting to sip.example.com, and we specified that port 5060 should be used, your domain category should then be sip.example.com:5060. You can then specify the transport to be used on the Transport tab of your account settings.

If this does not help please contact our support team for further assistance.

Windows Defender False Positives

Windows Defender may show a False Positive for a Trojan in QuickConnect. We have already worked with Microsoft to resolve this issue, but you may need to update your Virus Definitions if you still see the application flagged. 

Please follow the steps below to clear cached detection and obtain the latest malware definitions. 

  1. Open command prompt as administrator and change directory to  C:\Program Files\Windows Defender 
  2. Run “MpCmdRun.exe -removedefinitions -dynamicsignatures
  3. Run “MpCmdRun.exe -SignatureUpdate” 

 Alternatively, the latest definition is available for download here: 

https://www.microsoft.com/en-us/wdsi/definitions

 

Mac Auto Update Failure

Some MacOS users experience a failure when using our auto-update service. If you experience a problem auto updating the client when a new version is released, you can use the link below to download the latest client:

https://www.CounterPath.com/Bria5forMac

 

Application crashing on MacOS Sierra

Our teams have identified that some Macbook laptops are experiencing crashes on MacOS Sierra 10.12 when launching a Quick Connect client. From our findings these crashes only affect users that have a Touch Bar on their Macbook.

If you are experiencing crashes on MacOS Sierra and your Macbook has a Touch Bar please update your macOS version to High Sierra or Mojave, which do not experience this issue.

If updating to a later MacOS version does not help, or your macOS device does not have a Touch Bar, please contact our Support Team.

 

Necessary Permissions on macOS Mojave

If you have recently installed our application on macOS Mojave, or have updated to Mojave from a previous macOS version and find that you do not have outgoing audio or video during calls, or you have issues integrating your Mac Address Book contacts, you may need to give the application permission to access these features. In Mojave Apple introduced new permissions categories that certain apps need before they can have access to certain functions.

To give the application access to the microphone, camera and contacts:

  1.     Open the Apple  menu and choose System Preferences
  2.     Select Security & Privacy and switch to the Privacy tab
  3.     Find the category for Microphone permissions, find Bria in the list of        apps and ensure that the application has access to the Microphone
  4.     Repeat for Contacts and Camera, as necessary

 

System Requirements for Quick Connect on desktops

ProcessorMinimum: Core 2 Duo 2.1 GHz

Recommended: i5 / i7 2.4 GHz and above

MemoryMinimum: 4GB RAM

Recommended: 8 GB RAM and above

Hard Disk Space400 MB (Install/Upgrade, 200 MB operation)
Operating systemWindows 10

macOS 10.13 (High Sierra)

macOS 10.14 (Mojave)

macOS 10.15 (Catalina)

ConnectionIP network connection (broadband, LAN, wireless); Constant Internet connection
Audio DeviceFull-duplex, 16-bit or use USB headset