What happens if there is a power outage? Will my phone system go down?

Please contact our network operations team at 423-648-1500, 24/7/365, and choose option 6.

Yes, a business can take a softphone only solution. EPB takes pride in helping our customers find solutions that meet their needs. Please contact one of our sales reps at 423-648-1500, option 2, and they will be happy to assist you.

Each handset has a $25 recurring monthly fee. The resident or facility can choose what handset they want in each room. The monthly fee includes the lease of the handset, all features and functionality of the phone number, phone installation and training and ongoing support. If at any time there is a problem with the phone itself, EPB will replace it no questions asked.

If you are a resident of an Assisted Living facility, you need to contact your facility’s Hosted Phone for Seniors internal phone plan administrator with questions regarding your phone and it’s features. Your facility’s staff have been trained by EPB to handle any issues you may have. If you have trouble contacting your internal phone plan administrator, or need further assistance, you may call EPB at 423-648-1372 anytime day or night.

Yes. We understand your business needs change over time. That’s why our Hosted Phone for Seniors solutions are scalable from 1 handset to 1,000. Your sales representative will be happy to guide you through the process of modifying your solution as needed.

Each message can be up to three minutes long.

Yes. As long as your new address and physical business location is within the EPB service area, we can move your service.

Every extension number is directly connected to a specific telephone in your business. If you need to change or add an extension, call us at 423-648-1500.

Yes. EPB Hosted Phone Solutions includes a Multi-Line Hunt Group features which does just that. To learn more schedule your free business technology assessment or call 423-648-1500.

SimRing allows you to designate multiple phones to ring simultaneously when a call is directed to your desk phone. All phones will ring at the same time until the call is answered or voicemail on one of the phones picks up.

Find Me/Follow Me allows you to designate a series of phone numbers that will ring in the order you specify when a call is directed to your desk phone. You will either have SimRing or Find Me/Follow Me depending upon your level of service. Only one of these features may be used at one time. You can manage either feature from your desk phone or online via the CommPortal.

Press the Envelope icon on the phone and enter the PIN number you setup. If you have not setup your mailbox yet, then the default PIN number is 4729#

Yes. You can easily forward voice messages to another mailbox by pressing 5 while listening to a voice message from any phone, or by accessing your voicemail online via the CommPortal.

Fiber optic technology transmits information using laser-generated pulses of light that travel over hair-thin strands of glass fiber. Because light travels faster than anything else in the universe, fiber optics provide faster uploads and downloads while reducing network reaction times. Traditional communications companies use copper lines to transfer their signal to your home or business. EPB Fiber Optics is the area's only provider that uses 100% fiber optics.

Yes you can!

Yes. You can forward calls remotely to any of your business numbers at any time for any reason by accessing the Commportal from any web browser (including a smartphone or mobile device). In the event of a service outage at your location, you can use the CommPortal to have calls to your business number forwarded to another number, such as a mobile phone. See the Hosted Phone Quick Start guide for instructions on forwarding calls.

Yes, most fax machine and TDD equipment will work with Fi Phone. If you have any questions about specific equipment, please call us at 423-648-1500.

SimRing (simultaneous ring) gives you the option of having a call to your phone ring multiple other phones at the same time until the call is answered or voicemail picks up.

EPB Hosted Phone service requires the use of telephones provided as part of your EPB Hosted Phone service agreement. We offer a variety of handsets and options designed to fit the needs of your business. In addition, mobile phones and smartphones from any service provider can be used to access many of the Hosted Phone features and services when you are away from the office.

Your designated EPB Hosted Phone administrator can add and edit short codes by logging in to the administrator CommPortal online.

Yes, however the only headset we have for use with the Polycom phones are the Plantronics Savi 740 headsets. You will also need to purchase an APP-51 Cable to connect the headset to your phone.

No, the phones receive Power over Ethernet (PoE) using the switch that we install in your business.

Yes, you can make this change online via CommPortal if you are the Administrator for your business or by giving us a call at 423-648-1500.

Yes, this can be done online via CommPortal or by dialing *72 followed by the 10-digit forwarding phone number. To remove forwarding dial *73.

Press the Park 1 or Park 2 keys while you are speaking with the original call to place it on hold.

EPB Hosted Phone Solutions give you a large business phone solution at an affordable price. They are perfect for businesses small and large - from 1 handset to 200. They are feature-rich and flexible enough to seamlessly do business both in the office or on the go, and can be easily scaled for large businesses who need more lines and call management functions. Our cloud-based VoIP systems feature high-quality Polycom handsets and functionality such as an online management portal, mobile softphone app, SimRing, incoming call manager, multi-line hunt group plus helpful user tools such as voicemail-to-email, "find me follow me" forwarding and much more. To learn more schedule your free business technology assessment by calling 423-648-1500.

EPB Hosted Phone Solutions give you a large business phone solution at an affordable price. They are perfect for businesses small and large - from 1 handset to 200. They are feature-rich and flexible enough to seamlessly do business both in the office or on the go, and can be easily scaled for large businesses who need more lines and call management functions. Our cloud-based VoIP systems feature high-quality Polycom handsets and functionality such as an online management portal, mobile softphone app, SimRing, incoming call manager, multi-line hunt group plus helpful user tools such as voicemail-to-email, "find me follow me" forwarding and much more. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. EPB Hosted Phone Solutions can be set up to automatically translate voicemails and send them to email or mobile text. To learn more schedule your free business technology assessment or call 423-648-1500.

Yes, EPB Hosted Phone Solutions feature an online CommPortal for complete phone system management. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes, our "Find Me Follow Me" feature enables you to have calls ring simultaneously to multiple locations, extensions or mobile phones. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Our Call Record add-on is for customers who need to record call center and/or other employee calls for compliance, risk and training purposes. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Our Automatic Call Distribution (ACD) automatically answers incoming calls and distributes them to a specific group within your organization. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. EPB Hosted Phone has a SoftPhone feature that enables you to seamlessly conduct business calls from your landline system or mobile phones as if you are at a central location. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Redundant Primary Rate Interface (PRI) offers a complete digital voice solution with calls sent and delivered via multiple geo-diverse fiber optic paths for maximum reliability. To learn more schedule your free business technology assessment by calling 423-648-1500.

This enables you to enhance productivity with on-demand audio conferencing that can manage callers, record calls and more. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Our POTs traditional phone connections are delivered through the area’s only 100% fiber optic network and backed by expert, local 24/7 customer service. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Our SIP Trunks offer an affordable solution that lets you make phone calls over a dedicated fiber connection instead of a traditional phone line. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes. Choose reliable domestic and international plans that can be changed at any time, using your existing toll-free numbers so you have just one telephone bill. To learn more schedule your free business technology assessment by calling 423-648-1500.

Yes, however it is easier to take your phone with you to a new office so the programming and preferences will stay with the phone.

Short codes are short numeric speed dial codes that can be set up within your business phone system so that you can quickly make interoffice calls without dialing a whole phone number or extension. You may also establish customized short codes for frequently dialed numbers outside your business (for instance, you may set up a short code to call another office location, a vendor or a customer).

EPB Hosted UC is software that offers the freedom and convenience of making and receiving calls from your Windows or MAC desktop computer or laptop, Android tablet or smartphone, and IOS tablet or smartphone. It allows a business to maintain one identity and use their business number anywhere/anytime.

E911 (Enhanced 911) is support for wireless phone users who dial 911, the standard number for requesting help in an emergency. Since wireless users are often mobile, it’s necessary to inform the responder of the 911 caller’s location. E911 support is mandated for traditional mobile phone service by the U.S. Federal Communications Commission (FCC).

No, there is not a restriction. If you would like to help, please call 423-648-1500 (option 2) and one of our sales representatives will be happy to assist you.

Please, contact our network operations team 423-648-1500 option 6 and they will be happy to assist you. They are available 24/7/365.

Our EPB Hosted UC product requires an Internet connection. If you are unable to get an Internet connection, you will be unable to use your EPB Hosted UC.

Note: if you are not using a WiFi connection to connect to EPB Hosted UC, then you can use your cellular data. All data charges associated with the usage of EPB Hosted UC may apply.

Yes. You can use your softphone anywhere in the world as long as you have access to the Internet. Just use it as if you are dialing from the US. Long distance charges will apply.

Yes. Please contact EPB at 423-648-1500 immediately if your device is stolen. We can disable the account to prevent access to your number. If your device was logged out of the account, the user must have the user name and password in order to authorize use. But our recommendation is to contact us, so we can disable the account and avoid any usage.

Firmware upgrades are done for purposes of service improvements or end-user functionality improvements. All upgrades are done behind the scenes. The user will be contacted via the app store and/or email that an upgrade has been issued along with instructions.

You can submit a request to have your personal or business number reinstated as a legitimate phone number that is not being used for spam calls. Submit a request at https://freecallerregistry.com/fcr/ and it will automatically be forwarded to three different reporting agencies (TNS, Hiya, and First Orion) that will take care of this for you.

Provide a real, dial-able number with every call you make – ones that will prevent them from being flagged for robocalling. They include:

• Don’t use one main calling number for multiple uses – use unique extensions for each type of call you make to customers
• Provide a real, dialable number with every call you make – calling from a “party line” that is not valid or assigned to your business can result in being flagged as spam
• Create a Caller ID profile – make sure your outbound calls show up as coming from the name of your business in the recipient’s caller ID.
• Comply with “Do Not Call” lists – vet your call lists against national DNC and TCPA requirements to ensure you’re not making unwanted calls that will be flagged as spam.

Hosted Phone for Seniors is a solution for residents of assisted living or long-term care facilities. The solution includes special handsets to address the unique needs of seniors, and feature amplified sound, extra-large Braille keypad, a bright visual ringer, hearing-aid integration and more. Features include:

• Keep your current number or choose an easy-to-remember one.
• Voicemail & voicemail-to-email.
• Call waiting.
• Call forwarding.
• Selective call acceptance.
• Anonymous call rejection.
• Talking caller ID.
• Unlimited domestic long distance at no additional charge.

Hosted Phone for Seniors allows residents to either use their existing home number or choose a new telephone number. EPB will install the handset of the facility’s choosing within the customer’s room. If new wiring is needed, there is a one-time wiring charge. However, many times we can use a facility’s existing wiring. We will also provide technical support for the phone, phone features, and continued support for any future questions or issues. This is all included in one monthly cost billed directly to the facility.

EPB Hosted Phone for Seniors is a complete communications solution that is more reliable and less expensive than traditional PBX systems, and is equipped with the right handsets and features to address the unique needs of your residents. Plus like everything EPB offers, this solution is backed by anytime local technical support.

Hosted Phone for Seniors is proven VoIP technology delivered over the World’s Fastest Internet for faster uptimes and failsafe reliability with built-in disaster recovery. Plus now you can take the hassle out of continually granting multiple providers with access to facilities and resident rooms. Our experts will put together a single, custom solution specific to your unique needs. We’ll make sure you have the right phone lines and equipment, install handsets, show residents how to use their phone and its features — and back it all with anytime local technical support.

EPB offers both table top and cordless phone handset options. You can mix and match based on your residents' needs. Each of the three handset options feature:

• • • Digital Clarity Power™ hearing aid technology for clearer call quality.
    • Boost and dB Amplifier for hearing impaired users.
    • T-coil Technology — an increase in sound quality and clarity in your hearing aids when listening to a public address system or using the telephone.
    • Hearing aid compatible and TIA-1083 compliant.
    • Super bright visual ringer with voicemail indicator.
    • Amplified ringer, incoming sounds and outgoing speech.
    • Loud and clear speakerphone for hands-free conversations.
    • Clarity VoiceAssist talking keypad.
    • One-Touch Memory Buttons.
    • Two of the handsets also feature large caller ID screens and battery backups.

Yes. However, international long distance is charged per minute and the rate varies based on what country code you dial. All International LD charges will be itemized on your monthly bill. A list of current per-minute charges for each country code can be found here. EPB can also disable international long distance capabilities on any phones you wish.

All available features come standard with each handset. However, you can disable the Call Waiting and/or Voicemail features on any individual phone.

Yes. EPB’s Hosted Phone for Seniors is a traditional phone solution, which is delivered via EPB’s state-of-the-art, redundant telephony switch. There is not any on-premise PBX equipment that you must maintain like a traditional PBX. Additionally, EPB has redundancy built into our solution, which provides another layer of reliability.

Yes. EPB has intelligence built into our phone switch to mitigate illegal spam, at no additional charge to all our phone customers. The solution blocks incoming calls from known, repeat-offender spam numbers.

Each of our three handset options is designed with hearing and vision-impaired seniors in mind, with features such as extra-large buttons, bright visual ringer, one-touch speed dial, amplified volume, hearing aid integration and the ability to automatically adjust the volume of soft and loud sounds

No. All EPB services include expert technical support 24/7/365 at no additional charge. You’ll save the expense of added IT staff with anytime, expert technical support that ensures your system is always performing at its peak.

No. One bill will include all activity. However, each resident's number will be identified as its own line item charge.

No. Hosted Phone for Seniors is a quantity-based offering billed directly to a facility. At this time, EPB does not offer this solution to residential customers, so we cannot bill your residents directly. You can however, build the cost of the service into your current resident charges.

Hosted Phone for Seniors installation timeframes are determined by many factors, such as the porting of phone numbers, number of handsets being installed, and wiring requirements. EPB will work with you, and your residents, throughout the entire installation to clearly communicate an expected downtime duration when planned. EPB will detail the installation in advance and set expectations on your specific installation before we come out to install your new service.

No. There is not a minimum number of residents or rooms, but EPB does require that you purchase our Hosted Phone solution as part of your Hosted Phone for Seniors plan.

There are benefits if you sign a contract with EPB. However, EPB does not require you to sign a contract. Speak with your EPB sales representative to find a solution that works best for you.

Hosted Phone for Seniors has been specifically tailored for residents of an assisted living facility. However, we would be happy to evaluate any business need and work to find a solution.

The first level of EPB support is our local technical experts available by phone 24/7/365. If we can’t resolve your issue over the phone, we will dispatch a field technician to your business the same day or schedule a time that works best for you.

EPB will dispatch a technician to your business. At EPB we triage all calls, and if you are completely out of service you are moved to the top of the list. We will dispatch a technician to your business, and we can have him call you before coming, if you desire.

If at some point one or more Hosted Phone for Seniors handsets fail, EPB will replace them at no additional cost. You will just need to contact EPB at 423-648-1372 and we will schedule for one of our field techs install replacement phone(s).

If a resident moves to another room, EPB can come out and relocate their number. If at any time you need to disconnect a resident's phone, just call EPB and we can remove the charge and plan to have the equipment returned. If you approve, a resident may take their Hosted Phone for Seniors number with them to another carrier or facility.

Phones delivered over an ethernet network will not stay active for exceedingly long without also having a UPS system. Phones that utilize analog lines, such as fax machines, fire alarms, etc. will remain functional for a minimum of 8 hours in the event of a power outage.

It depends on several factors. EPB creates a separate internet connection that is locked down for security reasons, so your phone service does share your business internet connection. If the on-premises internet connection has issues due to your equipment failure, the phones would continue to work. However, if an internet outage is an external issue, then phone service may cease to work until the outage is resolved. The root of the problem determines if any phone outage will occur. EPB is available 24/7/365 to take any trouble calls and dispatch a technician to your business, if needed.

EPB Hosted Senior Solution is a leased solution. The monthly lease amount pays for the dial-tone, maintenance of the hardware and ongoing support. The phones remain the property of EPB, but we will support the solution and replace defective handsets at no additional cost.

After you select a Hosted Phone for Seniors solution, an EPB Hosted Phone Coordinator will discuss the preferred training plan for your facility. This could simply include leave-behind support materials, or involve direct training at the individual level. Keep in mind that after training, EPB’s technical experts are available 24/7/365 to assist you via chat or by calling 423-648-1372.

All of EPB’s equipment is housed in a state-of-art data center that is a “bunker” type building which was built specifically to withstand major disasters. In addition, EPB also has a geo-diverse location with full redundancy for all our phone services. Just like any other phone carrier, EPB does use third parties to complete calls all over the world. So, if another carrier experiences a disaster there could be issues completing calls outside of EPB’s calling area. If you ever experience any issues, EPB is here to help 24/7/365 via chat or by calling 423-648-1372.

Yes. Just dial *72 and the 10-digit forwarding number. A line will remain forwarded unless deactivated by pressing *73.

Just press *98, go to EPB’s online portal (phone.epbfi.com), or dial 648-Mail and follow the prompts. If you decide you want to set up your voicemails to go to your personal email address, this can be set up within in our online portal at phone.epbfi.com

There is a maximum of 100 messages that can be saved at any given time. You can delete a message over the phone by following the prompts after you listen to the message. If you are out of storage, your caller will get the message “mailbox is full.” Therefore, it’s always a good idea to delete messages after listening to them.

Yes. EPB has a Quick Start Guide available for each Hosted Phone for Seniors handset. Each includes callouts of each button’s functionality. You can find PDFs of these guides below. Ask your sales representative for more details.

Alto Plus Quick Reference Guide

JV35W Quick Reference Guide

XLC3.4+ Quick Reference Guide

The VVX 350 is a 6-line entry-level business desk phone designed to bring high-quality, cost effective solutions to cubicle workers through advanced UC telephony features. It’s applications integration enables users to accomplish core tasks as efficiently as possible while complementing their desktop office applications.

The Polycom VVX 350 business media phone features:

• Backlit grayscale graphical LCD (208 x 104)
• 6-line or speed dial keys
• HD Voice up to 7KHz on all audio paths (Speaker, Handset, Headset)
• Asian character support
• Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer
• 4-way navigation cluster with center “select” key

Top benefits are:

• Make more efficient and productive calls with the unparalleled voice clarity of Polycom® HD Voice
• Improve productivity for cubicle workers through an intuitive easy to use user interface
• Reduce deployment and maintenance costs—EPB Provisioning and web based configuration tool makes the VVX 350 simple to deploy, easy to administer, upgrade and maintain
• Polycom Acoustic Fence isolates and minimizes ambient environmental noise for better call clarity
• See your messages on screen with the EPB Visual Voicemail

Yes, local call recording is supported on the VVX 350, VVX 450, VVX 501 and VVX 601 Business Media Phones.

The VVX 350 has a 208x104 pixel backlit grey-scale graphical LCD screen.

Polycom HD Voice delivers much clearer, more vibrant and life-like conversations than the traditional phone technology. It combines wideband codecs with our patented Acoustic Clarity Technology into a complete, integrated design to maximize the audio performance of the VVX phone. You can learn more at www.polycom.com/hdvoice.

Out of the box, the VVX 350 comes with the following applications: EPB Messages (Visual Voicemail) and EPB Contacts.

The VVX 450 is a 12-line, color screen, mid-range business desk phone designed to bring high-quality, cost-effective solutions to office workers and attendants through advanced UC telephony features. Its applications integration enable users to accomplish core tasks as efficiently as possible while complementing their desktop office applications.

The Polycom VVX 450 business media phone features:

• 3.5” TFT (320 x 240)
• 12-line or speed dial keys
• HD Voice up to 7KHz on all audio paths (Speaker, Handset, Headset)
• Asian character support
• Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer
• 4-way navigation cluster with center “select” key
• Supports VVX Expansion Modules and VVX Color Expansion modules
• See your messages on screen with the EPB Visual Voicemail
• Import and store up to 1,000 contacts with the EPB Contacts App

Top benefits are:

• Improve productivity for knowledge workers and office staff via an intuitive larger, color display and easy to use line appearances
• Make more efficient and productive calls with the unparalleled voice clarity of Polycom® HD Voice
• Reduce deployment and maintenance costs—EPB Provisioning and web based configuration tool makes the VVX 450 simple to deploy, easy to administer, upgrade, and maintain
• Polycom Acoustic Fence isolates and minimizes ambient environmental noise for better call clarity

Yes, local call recording is supported on the VVX 350, VVX 450, VVX 501 and VVX 601 Business Media Phones.

Yes, the VVX 450 supports electronic hook switch capabilities with certain GN Netcom/Jabra, Logitech, Plantronics and Sennheiser brand headsets. For more information, refer to a list of all the compatibility headsets on the Support Sitephone technology. It combines wideband codecs with our patented Polycom Acoustic ClarityTM technology into a complete, integrated design to maximize the audio performance of the VVX phone. Visit www.polycom.com/hdvoice to learn more.

The VVX 450 has a 3.5” inch color screen 320 x 240 pixels.

Out of the box, the VVX 450 comes with the following applications: EPB Messages (Visual Voicemail) and EPB Contacts.