Business Support Voice

Please select from the following FAQ topics:

Rate Information

Q: What kind of rates am I being charged for long distance service?

A: Allstream divides its international long distance service into two rate categories:

1. Rate category one applies charges to international calls made to landline phones.
2. Rate category two applies charges to international calls made to non-landline (i.e. mobile) phones and other wireless devices including pagers, personal computers and personal digital assistants.

To find out whether the number you are dialling belongs to a mobile device for which you may be assessed international mobile rates, use our Mobile Termination Search Tool.

For exact rates, please contact your Allstream representative or call our Customer Care Centre at 1 888 288-2273.

Telephone Features

Q: What are the feature (star) codes?

A: Depending on your location, there are different codes to activate and deactivate specific features. In addition, some features are only available in certain regions. Please refer to the table below.

Q: How do I access my voice mail?

A: There are two different ways to access your voicemail. Using any touch-tone telephone, dial your access number. Listen to the introductory prompt and press "#". Enter your mailbox number and then enter your password. Alternately, you can dial your telephone number and press 9 while listening to the greeting. Then, enter your password. To review unheard messages once you have accessed your voice mail, press 1.

Q: How do I set up my extension mailbox in order to record a personal message?

A: Once you have accessed your voice mail (see instructions above), you will hear the options of the main menu. Press 4 for personal options. Under personal options, press 3 to record a greeting. You have the choice of a standard greeting with telephone number (press 1), standard greeting with name (press 2) or a personal greeting (press 3). To record your personal greeting, press 3. Once your greeting is complete, you can exit by hanging up or pressing * to return to the mail menu.

Q: How do I call forward or call trace?

A: The feature codes and availability for call forward and call trace vary by region. Please review the table above for the feature codes and availability that apply to your location.

You can forward incoming calls to another location by pressing the feature activation code (*72 or *70 depending on region) and dialling the number of the forwarding destination. To deactivate call forward, simply press the feature deactivation code (*73 or *71 depending on region).

To trace a call, press *57 immediately after the completion of the call. Allstream will release the details of the call trace record to the appropriate law enforcement officials if a complaint is registered.

Local Services Explained

Q: What is ISDN?

A: ISDN stands for Integrated Services Digital Network. With ISDN, customers access the Allstream service through an ISDN Basic Rate Interface (BRI) line that is leased from their local phone provider. ISDN access offers speeds up to 128Kbps through a two-channel BRI line. The versatility of this option allows customers to choose how they are going to use the access - they can decide to apply the full speed toward their Internet connection or they can split the functionality between the two 64Kbps channels to accommodate voice and data traffic as well.

Q: What is the difference between ISDN BRI and PRI?

A: ISDN BRI provides the transmission of digital information between Allstream's local central office equipment and comparable equipment at the customer's location enabling simultaneous transfer of voice, data, video and fax communications at speeds up to 128Kbps (2 x 64Kbps).

ISDN PRI provides two-way connectivity between a customer's Private Branch Exchange and the Public Switched Telephone Network (PSTN) over a DS-1 interface enabling customers to carry both voice and data communications.

With ISDN BRI, digital information is transmitted directly from the communication device through the BRI to the Allstream access node. However, ISDN PRI connects a customer's PBX to the Allstream access node, not the communication device itself.

Q: What is a "Business Trunk"?

A: Business Trunk provides unlimited two-way basic connectivity between a customer's Private Branch Exchange (PBX) or Key System and the Public Switched Telephone Network (PSTN) via an analogue ground start trunk that is connected to the Allstream access node. Business Trunk is primarily used for voice or fax communications.

Interconnect Information

Q: What is an Interconnect?

A: An Interconnect is an external company that customers hire to install and connect the inside wiring from the demarc . or demarcation location - to their equipment.

A: You should probably engage an Interconnect for any inside wiring work you need because Allstream is not responsible for wiring between the demarc and your equipment.

A: Contact your Sales Representative, Order Manager or Allstream Technical Support to be provided with a list of Interconnect companies in your region.

Service Intervals

Q: What are your current service intervals?

A: The Allstream service intervals vary depending on the product you request. Please contact the CARE department at 1-888-288-2273 for more information.

Q: Why does it take so long to install a loop?

A: Allstream may not be the only party involved in the installation of a loop. In some cases, Allstream leases facilities from other telephone companies, so we need time to coordinate with them.

Loop Install Information

Q: Why is a MTS Technician coming to my site in Manitoba? Why not Allstream?

A: MTS purchased Allstream in March 2004, and Allstream is now a division of MTS. For all orders in Manitoba, the Field Technicians are MTS Technicians.

Q: Why is a Telus/Bell technician delivering my loops?

A: In some cases, Allstream leases facilities from other telephone companies. If the loop being installed is part of the leased facilities, a Bell (Ontario and Quebec), Aliant (Nova Scotia), MTS (Manitoba) or Telus (Alberta and BC) technician will deliver your loop.

Q: Why can.t I get service the day the loops are delivered?

A: To provide you with optimal service quality, we need at least two days to thoroughly test your loops before we turn up the circuit. This also gives you time to test your equipment with your interconnect.

Q: What is a demarc?

A: Demarc is short for demarcation location. This is the point where lines managed by Allstream and lines managed by your interconnect meet. It may be a telephone room on your floor, on another floor or within your suite. It can be in a closet or in a lunch or staff room. The termination equipment can be a PBX, key system or a bix block. It is important to know where your demarc is, how you can gain access to it (whether or not it is locked) and what type of equipment you are terminating to.

Q: How do I find out where my demarc is?

A: Contact your building.s Property Manager or Maintenance Engineer to determine the exact location.

Q: Why am I responsible for inside wiring?

A: Allstream is a service provider and not an Interconnect. Inside wiring is the responsibility of the Interconnect, who you need to hire independently, as required.

Toll-Free Information

Q: How can I get a Toll-Free number?

A: Contact Allstream Sales at 1-888-811-6301.

For more information about these or any other Allstream products, services or solutions, please contact your Allstream representative or call our Customer Care centre at 1 888 288-2273.