Frequently Asked Questions
01. Common Questions
Can I port my number to Konnect Global?
Yes! You can port your existing number to us. Send us a port request through our support portal with the authorization form filled out and signed and a copy of your existing phone bill. The bill needs to clearly state the name and address of the owner of the lines and the phone numbers.
How to best choose my plan?
The plans differ primarily in the number of dedicated devices each user can configure. Additionally, consider whether you need individual phone numbers for each user or just one main number for the company. Evaluate your company's specific requirements and select the plan that best aligns with your needs.
Can I transfer a call to someone outside our phone system?
Of course! Just press the transfer button on your phone or on the desktop app, then dial the number you want to transfer the call to and press send. You can even transfer the call to your cell phone if you want to leave the office.
Is there a mobile application available?
At this time, we don't have a mobile application available as one of the devices. But we have a separate product called Konnect Mobile that might suit your needs.
What is the difference between the desktop app and the webphone?
All plans come with the desktop app and access to the user portal. This enables each user on the system to manage their account, view voicemail, faxes, call history, and more. On the other hand, the web phone lets the user make and receive calls directly from the desktop app and is considered as a dedicated device.
What is a dedicated device?
A dedicated device is a device that has been assigned to a user. Incoming and outgoing calls go through that device. Users have a choice between the web phone (an add-on to the desktop app where they can make and receive phone calls), a physical device or their mobile phones (through the mobile, they will only be able to receive the calls). On the Premium and Advanced plans, each user can choose which devices they want to us. Physical devices need to be purchases separately.
02. Pricing Plans
Why do I have to pay a platform fee?
The platform fee includes access for ALL your users to ALL the amazing features listed above. Your per user cost is less compared to other companies because of that. We also believe that each business needs all those features and we want to make them available to everyone.
How can I purchase a device?
Visit our phones page and select one of the devices there. Those are the devices we recommend. If you already have a device and want to know if it is compatible, you can submit a ticket here.
What kind of support does Konnect provide?
We have a team of Account Managers that are here to help with account configuration and training. If you have a question or a problem with your account you can submit a ticket through our support portal.
Can I cancel my account plan at any time?
Yes, you can cancel your account at any time. Just send us an email at support[a]konnectglobal.net with your account information and one of our account manager will take care of cancelling your account.
03. Smart PBX
I uploaded a greeting in the SmartPBX for the the virtual receptionist, and it seems to be just dead air.
If so, this suggests there is something amiss with the actual music file. Sometimes an .mp3 recording format is not recognized by SmartPBX's Linux server. Please try using a website like https://online-audio-converter.com/ to convert from mp3 to mp3 and retry uploading the converted file.
I am trying to record a greeting during lunch hours, but it does not ask me for my PIN so I can change the recording
Do you have time of day conditions set? The system has to be in the mode that you want to record for that method to work.For example the system would need to be in lunch mode and then calling the main number and using the pin should work. This is also true if you want to set up two separate auto attendants setup for day and after hours. You will want to be in day mode to record day and night to record night.
What is the difference between a user, a device and a group
An user is a person working in your company that has an extension on your Smart PBX. A device is how that user makes and receives calls. A user can have multiple devices assigned to him/her. A group is composed of at least one user, it is a ring group. When a call comes in and is routed to a specific group, all users within that group get the call.
04. Conference Manager
Do I need a separate number for my conference calls?
No, you can assign a new extension to your conference bridge and then create a conference. However, if you don't have an assigned phone number, you won't be able enable to conference bridge for a user via the Smart PBX. You can assign the conference room to a user.
How do I access my conference?
This can be a little confusing at first. If you have an assigned phone number, you simply dial that number, followed by the conference room number (which you set when you create the conference) followed by the pin. If you have created an extension for the conference and are using a device from the system, you simple dial that extension, followed by the conference room number and the pin. For external callers, they would have to dial the company's main number, then the conference bridge EXTENSION, then the conference room number and the participant pin.
If I have a phone number for my conference, should I also assigned it an extension?
Yes! When dialling from a device in the system, you just need to dial the extension and not the conference phone number, which makes it easier.
Are there different PINs for moderators and participants?
Of course, this is part of the configuration when setting up a conference.
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