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FAQs for New UCx Customers

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Can my service be cut over after business hours or on weekends?
Scheduling a cut over for after-hours and weekends is generally not necessary, since total downtime is typically in the range of 5 to 15 minutes. Cuts scheduled during regular service hours incur no extra charge. If your schedule mandates an off-hours cut, this must be approved by management and an additional charge will apply. Regular service hours are Monday-Thursday: 8:00 AM to 5:00 PM, and Friday: 8:00 AM to 12:00 PM.

How do I set up my voicemail?
This will be covered in your UCx training. Additionally, voicemail guides are available here.

Where can I find useful information about my UCx service?
The support site you’re on right now contains a wealth of information that will be helpful for you and your users. Use the “Have a Question?” bar at the top of this page to search through all of our user guides and quick reference guides. You can also contact your Service Delivery Specialist, who will direct you to specific literature to respond to your request.

How can we make changes to our UCx service after it is installed?
Many changes can be made by your Administrator. For those moves, adds, or changes (MAC) that require assistance, please contact our Customer Care Provisioning Team. Click here for full details.

How do bundled minutes work? Can unused minutes be carried forward?
Each user has a monthly allocation of 1,000 minutes of domestic outbound voice usage (to the contiguous United States and Canada). The minutes are not actually assigned to that user, but rather are pooled for use by the entire group. Calls between users within the enterprise are free and do not use bundled minutes. Unused minutes may not be carried forward.

How can we obtain additional training?
If a need arises for additional training (either at installation or at some future date), we can provide additional training for $125.00 per hour, with a two-hour minimum period per location. For out-of-region trainings, the minimum period per location is four hours, and additional travel charges will apply.

What happens if my rented equipment is damaged?
Your rental agreement explains in detail what coverage is offered. In short, if the malfunction is due to a manufacturer’s defect, faulty software, or general wear and tear, we will repair or replace the faulty unit. If damage is caused by other means, we will repair or replace the phone once you accept responsibility and agree to compensate TPx.

Other equipment (such as routers and firewalls) is covered similarly. If the malfunction is due to a manufacturer’s defect, we will dispatch a technician to repair or replace the device. If the failure is due to any other reason, you must accept responsibility and agree to compensate us before repair or replacement takes place.

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