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Support & Resources | FAQ's

Support

At Multicom we are committed to the ongoing support of all of our customers and their equipment no matter how large or small. We support current models of Grandstream, NEC and Samsung telephone equipment.
The Samsung range has been discontinued and support is limited.

Service Agreements

New telephone equipment sold by Multicom includes a Multicom Service Agreement which is provided in addition to the regular manufacturers warranty. This agreement allows you the peace of mind that if something does go wrong it will be diagnosed promptly under the terms of the agreement. After 12 months, customers may renew their agreement to continue receiving the benefits of the cover, which include:- Help Desk support, labour for covered equipment faults, discounted labour rates for general moves & changes, and discounted equipment pricing.
Remote internet access mandatory.

Training

Whilst training is included in the initial installation process of new telephone equipment, it should be noted that we can also provide this service as a stand alone component. Perhaps you require a refresher course or have new staff - Maybe you have inherited one of our systems and need to know how to drive it - Whatever the case, any level of training from basic to comprehensive is available.

Frequently Asked Questions

Internet
VOIP devices use the internet to communicate. A low latency, high speed, quality service with adequate data is mandatory for correct operation. VOIP services will be severely impacted or unable to operate at all in areas where internet services are poor.
Data Network
Your internet router, data switches and data cabling are important factors to the overall operation of VOIP equipment. While there are devices that can operate on a WIFI connection, we recommend a CAT5e (or better) LAN connection for reliable operation. The use of POE (power over ethernet) data switches which provide power for the devices is also highly desirable.
Hosted (cloud-based) PBX
In this scenario, your voice service provider (VSP) will charge you for each device registered to their SIP server. As you won't require an on-premise PBX, your initial outlay will cost less. This is perfect for a small number of phones or where all users are primarily on external calls.
On-premise (local) PBX
When you require more than just a few phones, an on-premise PBX acts as a proxy or gateway server. The PBX is a SIP server for device registration and a SIP client for routing external calls via your VSP using SIP trunking. This scenario is perfect when you require more than a few phones and are happy to limit the number of concurrent external calls, greatly reducing the cost of a comparative per device plan.