FAQs



Getting Started (Universe)

What is the cloud?

The cloud refers to software or services that run on the Internet instead of locally at your premises. A cloud-based phone system is hosted by the service provider in a secure data centre meaning you do not have the expense and hassle of installing and maintaining hardware

What is VoIP?

VoIP stands for Voice over Internet Protocol and it is sometimes referred to as IP Telephony or Internet Telephony. It is an alternative way of making phone calls that is much cheaper and more flexible than traditional ISDN.

What is SIP?

SIP (Session Initiation Protocol) is a protocol used in VoIP communications allowing users to make voice and video calls. With SIP you make calls over your Internet connection so you no longer need separate phone lines. SIP is really just a name for an Internet based replacement for a traditional phone line.

What is an IP-PBX?

PBX stands for Private Branch Exchange and is the phone system that connects an organisation’s telephones to each other and to the telecoms network. In the 1990’s traditional PBX phone systems evolved to use VoIP to carry calls; today’s IP phone systems are a scalable, unified communications hub for modern businesses and can support features like video conferencing and instant messaging.

Should I buy an on-site phone system?

When you are evaluating what is right for your business- cloud or an onsite PBX, the first thing to consider is if you want to manage the system for yourself or if you have the on-site expertise to do this. Then ask yourself if you prefer a planned capital investment to a monthly operational expense. An owned and operated onsite phone system may be the best choice if you do not need to have it up and running immediately and prefer a cap-ex model.

I’m an SME; What is best for me?

Small to medium sized businesses usually decide on cloud-based as they get all the features of an onsite system without the fuss of running one. Cloud systems can easily scale up as the business grow so they are a great choice if you’re unsure of future capacity requirements.

Which system is best for dispersed teams?

Maybe your business has more than one site, or perhaps you support remote workers. A cloud-based system is the best choice for any organisation with dispersed teams as all your users connect to the system via the Internet. You can manage your hosted phone system and your users online from anywhere with an Internet connection.

Choosing your system

Do I need to buy any special equipment?

Universe is hosted in the cloud so you don’t need to purchase any hardware, reducing your capital expenditure. You will need an IP phone that is compatible; most packages include these- contact our Sales Team for further information.

Can I transfer my existing numbers?

Our simple porting process allows you to retain your business identity by allowing you to keep your existing numbers. This means you won’t have to go through the pain of printing new stationery and communicating the changes to your customers. Porting your number to Universe is free of charge.

Can I get a new number?

Universe can support any numbers. Standard Universe numbers are free of charge. We can also provide you with non-geographic (for example 0845) numbers to give you a national presence.For a nominal charge we can give you  a geographic number so you can be competitive by displaying a local area code.

How do I set up my system?

The phones arrive ready-configured and one of customer services team will give you a call to set up your users and talk you through the admin interface.

How do I get my account log-in details?

You receive your log-in details in your welcome email. If you need any help logging in our support team are available on 0333 023 7000 or support@nullfirstcom.co.uk.

How do I buy Universe?

You can either buy Universe directly from us or from one of our expert IT partner companies. We offer a free trial to allow you to try the system before you buy.

What phones are compatible with Universe?

Any IP phone is compatible with Universe but we include Cisco’s latest multi-platform IP phones in our subscriptions. You can either purchase Universe lite and source your own handsets, or take advantage of our great value bundles.

Using the System

I’m an Admin. How do I set up my company IVR?

If you are an Administrator on Universe you can easily set up your IVR. Sign into Selfcare and click the user icon to switch to administrator. You find the IVR in the services section;select edit IVR and a new window will come up for you configure your call flow. You can see how to set up an IVR flow by watching our short video explainer.

What about assigning short dials to my users?

This is done by by going to the administrator section in your Selfcare and going into short numbers down the left hand side.

How do I set up my voicemail greeting?

Login to your Selfcare profile. Then go to Service and you will be taken to where you will configure your voicemail greeting.

How do I know how many minutes I have left?

To see how many minutes you have left just login to your online user profile on Selfcare.

How do I get my account log-in details?

You receive your log-in details in your welcome email. If you need any help logging in our support team are available on 0333 023 7000 or support@nullfirstcom.co.uk.

What features are included in my subscription?

We include all features in every user subscription. Sign up for one of our webinars for a demo of the system and start your free trial.

How do I contact support?

Our support team are available Monday to Friday from 9.00am to 5.30pm. You can call them on 0333 0237000 or email support@nullfirstcom.co.uk.

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About Firstcom Europe

Avaya? Chapter 11? Relax, we have got it covered.
Pioneers in VoIP and cloud telephony!
Firstcom is a telephony service provider, we are experts in cloud based communication solutions. We work with our partner organisations to deliver best of breed solutions to businesses of any size or sector. Our products include SIP Trunking, Secure SIP Trunking, hosted telephony (Unified Communications as a Service), full mobile integration via our MVNO, mobile handsets and connectivity services.

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Avaya? Chapter 11? Relax, we have got it covered.

Avaya? Chapter 11? Relax, we have got it covered.

Avaya? Chapter 11? Relax, we have got it covered.

Avaya? Chapter 11? Relax, we have got it covered.

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