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.Contact UsContact Us
Questions about features and functionality of the system? You’ll find the answers here.
Everything you need to know when making the switch to Welltel.
Answering all your questions on fibre broadband, licenced wireless, vdsl and more.
Answers to some of the most common support queries we receive.
Do I have to-arrange my conference call with Welltel?
How do I set up a conference call with participants?
Can I have call hunt groups?
What type of call reports can I get?
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 firstname.lastname@example.org with the day and time it should come into effect.
Can I keep my existing number when moving provider or location?
How long does it take to port numbers and will they be out of use for any amount of time?
What is required for the porting process to proceed?
Do I need to buy new phones to use VoIP?
Can I add more phones if I need to?
How long will it take to get the system installed after I sign terms?
What countries do you provide local numbers for?
What’s the set up time for international numbers?
How do I contact support or log a ticket?
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.
What speeds can you provide and what type of internet?
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?
Can I use SIA for remote workers?
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 – email@example.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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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 email@example.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.
- Open command prompt as administrator and change directory to C:\Program Files\Windows Defender
- Run “MpCmdRun.exe -removedefinitions -dynamicsignatures”
- Run “MpCmdRun.exe -SignatureUpdate”
Alternatively, the latest definition is available for download here:
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:
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:
- Open the Apple menu and choose System Preferences
- Select Security & Privacy and switch to the Privacy tab
- Find the category for Microphone permissions, find Bria in the list of apps and ensure that the application has access to the Microphone
- Repeat for Contacts and Camera, as necessary
System Requirements for Quick Connect on desktops
|Processor||Minimum: Core 2 Duo 2.1 GHz|
Recommended: i5 / i7 2.4 GHz and above
|Memory||Minimum: 4GB RAM|
Recommended: 8 GB RAM and above
|Hard Disk Space||400 MB (Install/Upgrade, 200 MB operation)|
|Operating system||Windows 10|
macOS 10.13 (High Sierra)
macOS 10.14 (Mojave)
macOS 10.15 (Catalina)
|Connection||IP network connection (broadband, LAN, wireless); Constant Internet connection|
|Audio Device||Full-duplex, 16-bit or use USB headset|