Some of our more commonly asked questions.

In the thirty years since we were established, we’ve come across every question you’ll ever think of to do with IT & Communications. We’ve heard them all, from the simple to the obscure. Below are a few of the ones we’ve been asked the most & they should help you out, but if there’s something you need to know that isn’t on here, just ask!

What are my support options?

Pure Cloud Solutions provides a range of support packages to suit your needs. With four tiers to choose from, our support contracts allow you to choose the level of cover your business needs.  

These simple tiers are designed to provide you with reassurance that your technology will remain operational, highly available and secure, when you need it most.

Monday – Friday 9AM to 5PM
(remote support included free of charge with all hosted voice services)

Standard Plus
Additional to standard: 8am – 8PM and onsite.

Additional to standard Plus: 24/7 – excluding bank holidays.

Premium Plus
Additional to Premium: 24/7 – including bank holidays.

For more information on our support packages or to discuss your requirements further, please get in touch.

Will I save money on my phone bills?

Yes, by routing calls via VoIP or through ISDN, your telephone bills will reduce dramatically. This is especially true for mobile and international calls.

If I call on VoIP does the other person need to be on VoIP also?

No. If you are calling another VoIP user, then the call is completely free. You can also call any landline or mobile, anywhere in the world.

How do I know I am making a VoIP call or a landline call?

You won’t be able to tell the difference! The quality of the service is driven by the quality of the connectivity in your premises. PCS provide voice grade connectivity to ensure the quality is guaranteed.

Is the system secure?

Yes. We have multiple security mechanisms built into the system as well as third party security. This protects our internal network as well as our end users.

How else can I save on telecoms costs?

Not only will you save on call charges, but line rental will be cheaper too! This means you can reduce the number of landlines in your business, as well as getting additional services and features.

How are calls billed?

We bill all calls on a monthly basis. Calls are fully itemised and charged per-second. There are no minimum call charges and no connection charges.

Can I transfer my numbers?

Yes you can. We can transfer your existing numbers to VoIP so they are then with you for life, and can be used from any office and any location. For example, you can have USA or London numbers piped to your office in Birmingham.

Where do I call for technical support?

Technical support for any product or service we supply is provided as part of an on-going telephone & remote access support package. This is available on weekdays Monday through to Friday and is free of charge. Out of hours support packages are provided on a monthly basis for a fixed fee. There are no limits to the number of incidents supported.

Can the System be connected to an existing LAN?

Yes. The services are connected to either the existing network or we can supply a new one – the choice is yours.

What expansion capabilities are available?

The system provides unlimited extensions and unlimited lines. Your only restrictions are the number of handsets you have, and the capacity of your broadband / data connection.

Is a phone license required for any of the extensions?

Yes all users pay a monthly licence to use the system. This is a fixed cost for the life of the contract.

Is Voicemail included?

Yes. It will also forward voicemails to email.

Can user A call user B’s voicemail to leave a message even if user B is available?


Does the System support Multi Level Auto Attendant (MLAA)?

Yes, the amount of levels depends on how the system is set and is not restricted in any way.

Can I have a remote user?

Yes. You can have any many remote users as you wish, all you need is a broadband connection at both ends.

Where is the call recording information stored?

Call recording is offered on demand or constant, and will be stored either on hosted system or on your own network NAS drive or SAN.

Is it possible for two small businesses to share the service?

Yes, as long as each company has a dedicated incoming line or DDI number they can appear and operate completely independently.

Does the system support voice compression?

Yes. Voice is encoded as G.729, GSM, or uncompressed at G.711a (alaw).

What IP phones can I use?

You can use Yealink handsets, iPads, iPhones, Blackberry, Android & other mobile handsets. You can also use softphones for PC’s & MAC’s.

Does the service terminate fax calls?

Yes. However, compatibility with all types of fax equipment is not guaranteed.

Can calls be routed to operators instead of the automated attendants?

Yes. When no automated attendants are scheduled, calls can be routed directly to the operators.

Can multiple automated attendants be configured on the system?

Yes. You can create an unlimited number of automated attendants.

What happens when the service completely fails?

Our service is fully resilient so if one cluster of servers fail, another set takes over providing a guarantee 100% SLA.

How do I view my bill on the website?

Access the billing platform via the portals section of our website or email / call customer services here.

How do I find my password for the website?
When will I receive my bill electronically?

Pure Cloud Solutions offer customers an online billing interface with telecoms information available at their fingertips and one easy-to-read monthly bill which is emailed at the end of each month.

How do I pay my bill?

Please contact our payment line on 0333 150 6780 to make a payment using a debit or credit card. You will need to quote your account number.

Alternatively we can set up a direct debit for convenient monthly payments. Simply call our customer accounts team who will make these arrangements for you.

Will there by any loss of telephone service during the transfer?

No. Your telephone service will not be effected, but you will notice is a reduction in your telephone bill. Transfers are made on a “like for like” basis so you can expect to keep exactly the same services you currently have.

Can Pure Cloud Solutions transfer my line if I have a digital or ISDN line?


What if I have a switchboard or PBX System?

If you have a switchboard or PBX System, Pure Cloud Solutions can transfer the line rental and calls.

Need more information on what Pure Cloud Solutions can offer?

We don’t deal with services, we deal with solutions. If you’ve got a problem & don’t know how to resolve it, you’ve come to the right place. As part of our commitment to great quality solutions, we complete a free audit that helps us determine the best outcome for you, so you’ll never pay for something you don’t need. To find out more about how we can meet your requirements, get in touch with our friendly team today!

Check out our services

Telephony Solutions

IT Network Services

Security Solutions

Managed Print

Disaster Recovery

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