What is ActivePBX ?

ActivePBX is a cloud-based business phone and fax system. It combines a hosted phone system with advanced call and fax management, reliable phone and fax service, and full-featured IP phones that arrive pre-configured and ready for use.

With ActivePBX, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location.

Unlike expensive, conventional phone systems, ActivePBX is purchased, activated, setup and managed online, which means we manage it and you use it. By eliminating the need for complex hardware, lengthy installation and technical expertise, you get the functionality and flexibility to easily connect with customers without high costs or hardware hassle.

What’s a “cloud based” phone system?

“Cloud-based” means that the core technology infrastructure and global network providing the business phone and fax system functionality is located in our multiple secure data centers and delivered to your business over the web. This eliminates the need for capital investment and the hassle of installing and managing complex hardware in your office.

How much does ActivePBX cost?

We offer simple, all-inclusive pricing with a predictable low monthly cost.

All editions include everything you need for your business, including a cloud-based business phone system, phone and fax service with unlimited calling and faxing anywhere in the US & Canada, and conferencing, advanced call management, auto attendant, and more.

Is there a setup fee?

No. There are no setup or activation fees.

What is the Universal Service Surcharge?

The Federal Universal Service Fund subsidizes telephone service in rural and low-income areas. On June 21, 2006, the FCC voted unanimously to require all interconnected Voice over Internet Protocol (VoIP) services that connect to the public-switched telephone network to contribute to this Fund (USF). This tax changes every quarter

What is E911? What is the E911 Cost Recovery Fee?

E911, or “Enhanced 911″ is a service that has been mandated of VoIP providers since 2005. Dialing 911 from your ActivePBX phone will enable emergency services to locate your geographic location base on the info provided within your ActivePBX control panel.

It is crucial that the address and location for each employee’s device is up to date at all times.

The E911 Cost Recovery Fee is a fee which allows ActivePBX to recover the costs of providing this service and maintain full compliance with all regulatory requirements associated with providing this service.

What kind of commitment do I have to make?

No commitment is required. You can pay as you go (month-to-month) and cancel at any time. Any devices purchased need to be returned in usable condition for a refund within 30 days of the purchase date.

What are the shipping costs?

The shipping costs are based on the number of devices, location, and we offer three delivery options.

What is the cost of the devices?

We offer business IP Phones and devices at competitive prices so you don’t have to break the bank to get your complete business phone system.

How many lines can I purchase?

You can purchase as many lines as you need for your business. We have a number of affordable packages to choose from, and additional lines can also be purchased.

 

How do I cancel my subscription?

ActivePBX makes it easy to cancel at any time. Since we don’t lock you into a long term contract, the process is simple. Your initial term begins when we connect you service and renews automatically after one month. To cancel, you must notify us in writing at least 15 days prior to the end of your current term (month) that you do not want to renew.

Can I transfer my existing phone numbers to ActivePBX?

Yes. You can transfer (port) your existing toll-free or local phone numbers to ActivePBX. There is a fee of $25 per ported number.


The porting process takes approximately 2-4 weeks and is dependent on how quickly your current provider releases the phone numbers. Unfortunately, we cannot help expedite the porting process.

Do I “own” my number? Can I keep my toll-free or local number if I choose to cancel?

The number you receive upon signup is your own toll free or local number. If you have paid for at least one month of service and your account is active and in good standing, you may keep your numbers. There is no charge for transferring out numbers. Your account must remain active and in good standing during the number porting process.

How do I select Vanity numbers?

After completing purchase of ActivePBX, you can add additional numbers, including Vanity numbers. Vanity number are $9.95 per month, with a one-time charge of $25. However, there is no need for the monthly amount if you already have a phone number on your plan available. Vanity numbers take 5-7 days to be live and you will receive an email once the number has been activated.

How long does ActivePBX take to activate?

Your account and phone number can be activated immediately and your phones will arrive in 5 to 7 business days (depending on shipping method).

What’s involved in setting up my ActivePBX business phone system?

There is no PBX hardware to install or technical contractors needed for an onsite setup to start using your phone system. Once you’ve purchased ActivePBX, it can take a couple of hours before you can receive calls and customize your auto-receptionist, answering rules and virtual extensions from your online account. We schedule a call with one of our success representatives to guide you through set up when your IP phones arrive in 5-7 business days.

Do I need special equipment or a router to make this work?

No additional telephone lines, PBX hardware or installation is needed. ActivePBX will work with any high-speed, stable internet connects and requires a minimum of 64kbps of bandwidth per call. You need a router that will make the internet connection available to your phones/devices.

What are the minimum system requirements?

Since your phone system is in the cloud and delivered online, the only equipment you need in your office are the IP phones and the router with internet connection.

For use of the ActivePBX Softphone and Microsoft integration, you need the following specifications:

Windows XP, Vista, 7

  • Pentium or above processor or compatible
  • Minimum of 512MB of memory
  • 200MB of hard drive space

Mac OS 10.4 Tiger or latest

  • G4 500 Mhz or any Intel processor
  • 512 MB of memory
  • 30 MB of hard drive space
What is the Administrator?

The Administrator has full access to make changes to the account setup and configuration. This person will receive the payment and account details upon completion of purchase and ongoing notifications anytime updates are made to the account. The Administrator will also be able to make additional purchases from the account and configure other user’s extensions. Other users will only be able to setup their own extensions.

What happens when internet or power goes down?

Because ActivePBX is cloud-based, it’s not dependent on your power or internet connection to continue receiving calls or faxes. Use your mobile phone as one of your forwarding numbers so even if your office internet or power is lost, your calls can still be made and received from your cell phone and even show your business number. Even your faxes can be accessed from your email or browser on your cell phone.

What devices do you sell with ActivePBX?

You have the option of purchasing business-class IP phones and devices for your business phone system.

How long before my phones arrive?

Your IP phones will arrive approximately 5 to 7 business days from the day of ordering, depending on the shipping method selected. After order processing, procurement and packaging, we ship FedEx, UPS or USPS ground, 2-day or overnight delivery. The phones will arrive Plug & Call ready so all you have to do is plug them into your router/Internet and start making calls.

 

Can I use my existing analog phones with ActivePBX?

Yes. If you want to use your existing analog telephones, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your analog phone to the ATA. This will allow the ATA to convert the digital ActivePBX phone line to analog so it works with your telephones.

Can I use my existing IP phones with ActivePBX?

Yes. ActivePBX can be used with most SIP compatible IP phones. They need to be unlocked by your original provider and will require manual configuration.
Important: Please note that our support team will not be able to troubleshoot or configure IP phones purchased from another vendor. We recommend customers take advantage of the simplicity of our pre-configured IP phones.

Can I buy phones without purchasing additional service?

Currently, we do not sell hardware as a separate item. If you need to replace an existing phone, you can do so at no additional cost by calling customer service if the phone is being replaced within one year of purchase.

Can I use a cordless phone?

Yes. ActivePBX offers cordless phones to provide your business with in-office mobility.

If you want to use a different cordless telephone, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your cordless phone to the ATA. This will allow the ATA to convert the digital ActivePBX phone line to analog so it works with your telephones

What is an ATA?

ATA is an acronym for Analog Telephone Adapter. An ATA usually takes the form of a small box with a power adapter. It allows you to connect your traditional analog phones to the Internet and place Voice over Internet Protocol (VoIP) calls.

Can I use my fax machine with ActivePBX?

Yes. You can still use your fax machine to send faxes (all incoming faxes will be received by internet fax) by connecting it to an ATA and connecting the ATA to your router. You will need to buy a ActivePBX line dedicated for the fax machine to replace the existing phone line.

What types of report I can generate for my account?

ActivePBX gives you the ability to create reports with historical call activities, such as inbound and outbound call volume, total number of calls, information about missed/answered calls, average calls per day per user, times, etc.

What types of calls are counted in the calls shown on the dashboard?

Inbound and outbound voice calls are counted. Fax and extension-to-extension calls are excluded.

What Time Zone does the hourly activity chart default to?

It defaults to the time zone specified in the regional settings of the logged-in user.

What is the Regulatory Cost Recovery Fee?

The Regulatory Cost Recovery Fee is charged to offset costs incurred by ActivePBX to comply with regulatory requirements mandated by law as a part of your phone service. These costs include supporting services such as state and local universal service, providing disability access, and complying with other state and local telephone regulatory requirements.

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