Questions and Answers
NGN Telephone Numbers
General
Q - What are NGN numbers?
A - NGN stands for Non-Geographical Numbers. Unlike normal (Geographic) telephone numbers, the number provides no indication of the location of the called party.
Q - What are these NGN numbers for?
A - Users of ExplorerMG, the remote hosted call management service, are assigned NGN telephone numbers. (Not required to use the 'Record on Demand' service)
Q - Can I retain my existing geographical telephone number?
A - Your existing geographical number is always retained, but calls directly to that number will not be managed by Explorer(MG). New NGN (08…) numbers are provided for you when you sign up for the service. These new numbers are the ones you should use on advertising literature and letter headings etc.
Q - What will the caller pay for calling my service?
A - There are 3 choices:
- Fixed charge lines – the caller pays 8p/minute.
- Shared charge lines – the caller pays national rate and you pay national rate.
- Freephone numbers – the caller pays nothing, you pay for the call.
Q - Can I retain my existing NGN numbers?
A - Yes, but in this case you will pay for incoming calls at the national rate.
Record on Demand
General
Q - Do I have to pay to use the service?
A - No, you simply have to register as a user. You only pay when calls are made. The call rate is 50 pence per minute.
Q - How do I register as a user?
A - Simply enter your telephone number and email address on the registration form. You will be sent an email with the registration details, including a six-digit pin code.
Q - How is the recorded conversation delivered?
A - The conversation is delivered as an attachment to an email. The attachment is a ‘wav’ file that can be played using any windows media player.
Q - Can any email address be used?
A - No, some service providers (Hotmail, etc) place limits on the size of files attached to the email.
Q - Can I have two email addresses?
A - No, we will only send emails to a single address - the registered users email address.
Q - What if I change my email address?
A - Register again as a new user. If the telephone number is duplicated we will delete the previous registration.
Q - What if my telephone number changes?
A - You should request removal of your service registration.
Q - Can I record conversations made from any telephone?
A - Yes. If you make the call from the registered telephone number you will prompted to enter your six-digit pin code. If you make the call from a different telephone number you will be requested to enter your registered telephone number and your six-digit pin code.
Q - Will it work if I withhold my telephone number?
A - Yes, but you will be prompted to enter your registered telephone number and your six-digit pin code.
Q - Can I change my pin code?
A - No, for security reasons we do not offer this service.
CTi Client
Connecting to the server
Q - How do I connect to the server?
A - Perform the following steps:
- Click the telephone icon in the system tray.
- Click the 'Setup' button on the dialog.
- Select the 'Connection' tab on the Setup dialog (see below)
- Enter the IP address, port number, user name, password and telephone number.
- Make sure 'Secure Connection' box is ticked.
- Press the 'Apply' button.
Q - I get 'Connecting to server…' but it never finishes.
A - The IP address or port number is incorrect. Re-enter the values.
Q - Why do I get the message 'User unknown'?
A - The server does not recognise the username. Re-enter and try again. If this fails call the service number 08701 160 190. You must be a registered client to use the service.
Q - Why do I get the message 'Password incorrect'?
A - The password has been entered incorrectly. Re-enter and try again. If this fails call the service number 08701 160 190
Customising the service
Q - I hate the colours, can I change them?
A - Yes, see the help file under the heading 'changing appearance'.
Q - The popup messages about calls annoy me, can I stop them?
A - Yes, change the settings on the 'Prompts' page of the setup dialog. (You cannot queue calls on your telephone if you do not use the call popup dialog.)
Q - Can I change the welcome message that callers hear?
A - Yes, press the 'Record Welcome' button and follow the instructions.
Q - Can I change the message for callers in the queue?
A - Yes, press the 'Record Q message' button and follow the instructions.
About Call Recording
Q - Can I record the conversation for an outgoing call?
A - Yes, but only if you make the call using the CTI Client program. You cannot record a conversation if you use your telephone handset to make the call.
Q - Can I record every conversation?
A - Yes. For automatic recording check the box on the ‘Call Recording’ page of the setup dialog. To record on demand simply press the ‘Record’ button when the call is offered.
Q - Can I start recording mid way through a conversation?
A - No. That service will be offered in the near future.