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844 PCS VOIP

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support@pcsusa.com

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Olathe, KS 66062

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PCS VoIP Frequently Asked Questions (FAQ)

Number Porting & Switching to PCS
  • Can I keep my existing phone number? Yes, we can port from most areas. Very rarely there comes a time where we cannot port from certain remote areas, but that is highly unusual.
  • How does number porting work? Upon signup with PCS, your sales rep will send you a Letter of Authorization (LOA). You will fill out this LOA and send it back to us along with your most recent phone bill from your current provider, and we will submit a formal port case.
  • How long does it take to port our numbers? It is going to be 14 days always for porting.
  • Will we have downtime when switching providers? There will be no phone downtime if you are getting phones from us. We pre-provision everything, so as long as you have the new phones plugged in by the time you port, the switch is instantaneous.
  • Can we keep our fax number? Yes, your fax number is also fully portable.
  • Do you offer e-fax? Yes! We have our Elite EFAX portal which allows you to send faxes directly through the portal online. Alternatively, we can set you up with email-to-fax, which allows you to send faxes straight through your email inbox.
Equipment & Network Management
  • Do I need new phones? Not necessarily, as long as they are VoIP phones that are compatible with our system. We mostly work with Yealinks, but we do support Grandstream and have a few legacy customers with Polycom and Panasonic devices (though we don’t really do anything with those brands and do not sell them).
  • What brands of phones work with PCS? We mostly deploy Yealinks. We do support and sell Grandstream, and a few customers use Polycom and Panasonic, but we don’t actively sell or support those lines.
  • Can we use our existing phones? This depends entirely on the phone model. As long as they are VoIP phones compatible with our system, we can evaluate them. Keep in mind we primarily sell and manage Yealink hardware.
  • Will this work with my current internet? Yes, but it works best with a dedicated business internet connection. Please note that there are known connectivity issues when running VoIP over 5G cellular modem Wi-Fi router configurations.
  • What happens if my internet goes down? We have our PCS Mobile Application to keep you connected. As long as your smartphone has cell service, the mobile application will ring anytime your extension rings so you can take your business calls seamlessly from the app.
  • What happens if a phone stops working? You can check our online troubleshooting guides to see if it is a common, quick fix. If not, you can call our support team directly at any time Monday through Friday from 8:30 AM CST to 5:30 PM CST and we will assist you.
  • Are software updates included? Yes. Anytime there are updates made to our software, they are automatically pushed out and updated to all users.
Core Calling & System Capacity
  • How many calls can we handle at the same time? Each extension profile features 2 dedicated lines and call paths (which are different than the traditional lines you’d be used to with old analog phone systems). For example, if you have 5 active extensions, your office has 10 simultaneous call paths available.
  • Can we have multiple locations on one system? Yes of course! This is a very common setup. We typically configure different extension ranges for each storefront or branch (for example, Location 1 uses the 100 extension range, Location 2 uses the 200 extension range, etc.) for as many branches as you need.
  • Can we transfer calls between locations? Yes! Since the entire system is securely connected in our cloud backend, you can transfer a call to their extension directly without having to call the other location’s main public number.
  • Can we set up different departments or extensions? Yes of course. However your business needs things mapped out, our system configuration can handle it.
  • Can we customize our call menu? Yes you can! It is highly customizable. We can go over these options together during your initial portal training or via a quick phone call to our support team, as there are many different routing changes that can be made based on your workflow.
  • Can we play hold music or custom messages? Yes! In the services tab of your PCS Premier Portal, there is a dedicated section called Hold Music on the left-hand side menu. You can select that to upload your own .mp3 files, and then apply it inside your phone number profile for hold music routing.
Greetings, Hours, & Voicemail
  • Can we have different greetings for business hours and after-hours? Yes! This is managed via the Time Frame setting inside your Main Portal. This is where you set your open hours and define your day/night routing. You will use 2 distinct auto-attendants (one for during hours, one for after hours) and attach your custom audio messages to them. Just make sure to route the actual phone number to that active time frame or it won’t apply.
  • Does it include voicemail? Yes! Each extension profile gets its own individual voicemail box, unless your team explicitly requests to share a centralized mailbox.
  • Can voicemail be sent to email? Yes, we fully support voicemail-to-email routing. Your users can simply hit play and listen to the audio file right inside their email inbox.
  • Can voicemail be transcribed? Yes, we offer voicemail transcription for an extra amount per voicemail box. Contact your sales representative or support team to add this feature to your account.
Remote Work & Mobility
  • Can calls be forwarded to my cell phone? The absolute best way to handle this is using our mobile application. However, if you prefer a direct forward, we can route your main business number or individual extension straight to your mobile phone number upon request.
  • Can I use the system from home or while traveling? Yes. The best way to manage remote work is by utilizing the mobile application, or logging into your user account via your desktop web browser.
  • Is there a mobile app? Yes, a very robust mobile application where you can make and take calls, listen to your voicemails, use internal chat with other employees, add contacts, and even create/join interactive meetings that function just like Teams or Zoom.
  • Can I make and receive calls from my computer? Yes. There is a full browser-based version of the UC Client (PCS Mobile App) that utilizes your exact same login credentials and features all the same software functions mentioned above.
  • Can we use desk phones and cell phones together? Yes! The mobile application fully allows you to mirror your physical office extension, allowing you to use both devices seamlessly together.
Business Texting (SMS)
  • Does the system support texting? Yes, we offer multiple SMS options for an additional price tier. One option is standard Mobile App SMS which connects one user to one SMS number (only that specific user can see messages). We also offer our CloudMessaging business SMS which allows multiple employees to have a login to view/send text streams to a single number.
  • Can we text from our main business number? As long as you have successfully filled out a 10DLC registration form with us and we have configured that specific number for SMS, then yes! If not, contact our support team to get the required forms and information to activate texting on your business line.
  • Can multiple employees respond to texts? Yes, this is handled through our CloudMessaging business tier. Our Starter version allows multiple logins to a single number and supports canned responses. Our Professional version includes all starter features plus text drip campaigns, SMS marketing blasts, and an integrated system calendar that automatically logs reminders from SMS text conversations.
Security, Compliance, & Recording
  • Can calls be recorded? Yes, we offer Premium Call Recording. This is an extra charge per extension per month. Contact your sales representative or our support team to activate recording on your lines.
  • Can managers listen to or review calls? Yes. If you have Premium Call Recording activated, managers can review recordings directly. If you don’t want to pay extra for full call recording, managers can still pull standard, detailed call reports normally through the portal.
  • Can we see call history and reports? Yes, this tracking is built directly into the PCS Premier Portal. You can login, navigate to the reports tab, and filter call history by phone number, extension, incoming, or outgoing data. You can search back as far as 18 months, pulling data in sets of 3 months at a time for lookups and CSV exports.
  • Can we block spam calls? Yes, we have a dedicated call blocking feature inside the PCS Premier Portal. While logged in, navigate to the services tab and click on Call Blocking on the left-hand menu to add numbers. Additionally, our support team can provide a specialized SPAM help sheet for deep mitigation.
Advanced Call Features
  • Can calls automatically pop up customer information? The system follows the incoming caller ID string. As long as the caller has their information broadcasted publicly, or you have manually added them to your portal contact directory, their info will display clearly upon ringing.
  • Can we track missed calls? Yes, you can view this at any time inside your portal reports tab by adjusting the dropdown filter to focus exclusively on missed calls.
  • Can we see which employee answered a call? Yes, your master logs allow you to filter history data down to the exact extension that accepted the call.
  • Can we set up call queues? Yes you can. However, call queues are not activated automatically by default. You will just need to contact our support or sales team to get this configured and turned on for your company account.
  • Can customers request a callback instead of waiting? Yes of course. If you wish to implement this routing strategy on your queues, simply inform our support team or open a help ticket directly by emailing us at support@pcsusa.com.
Onboarding, Pricing, & Support
  • Does PCS handle installation? We are locally operated out of Olathe, Kansas. We provide full physical on-site installation services throughout the Kansas City Metro area near Olathe.
  • Do you provide training for employees? Yes! When you transition your services over to PCS, we provide a complete portal training session. This session covers all core functions of the UC Client application, navigating the PCS Premier Portal, and how to execute routing changes or address system questions.
  • What kind of customer support do you provide? We provide comprehensive VoIP customer support covering equipment troubleshooting, connecting hardware, portal training, routing modifications, building out auto-attendants, setting up time frames, and managing ring groups.
  • Is support local? Yes. Our entire operation and support staff are located locally right here in Olathe, Kansas.
  • Are there extra fees for features? Yes. There are separate, extra fees for optional features including SMS texting tiers, Premium Call Recording, Voicemail Transcription, AI CRM integrations, and our AI Auto-Attendant module. Contact your sales rep or support team to get custom pricing on these additions.
  • How much does each additional phone or user cost? That is completely dependent on the specific phone model you choose. Contact our sales team or support desk to get exact device pricing.
  • Can we add users later? Yes! Your platform is fully elastic and you can add users or equipment at any time by contacting our team.
  • Can we remove users if our business downsizes? Yes, you can safely scale back and remove user seats when needed as well—just contact our teams and we will apply the changes to your account contract.
  • Does it integrate with our CRM? Yes, our system features dedicated integration capabilities with our AI CRM tools to sync your calling data seamlessly.
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