Frequently Asked Questions

How is OnRelay different from a VoIP PBX?

OnRelay is a Mobile PBX, which works using standard cellular voice minutes. VoIP PBXs to the contrary rely on Voice over Internet protocols transported over cellular data connections or WiFi to deliver PBX functionality to smartphones. This is a very important distinction since cell minutes have more reliable and predictable quality, coverage and capacity than VoIP connections. In an office environment a WiFi network may be congested, and it is expensive to use VoIP over cellular data in the public domain.

Can I keep my existing company phone numbers with OnRelay?

Yes. Existing numbers can be ported to OnRelay at any time. It normally takes 3-5 business days, and you will have to fill out an authorization form and send us a bill copy from your existing provider to prove you own the number(s).

Which wireless carriers do you support?

You can use any wireless carrier with OnRelay that offers wireless contracts in the countries we support. This e.g. includes AT&T, Verizon, T-Mobile and Sprint in the US.

Which smartphones and mobile operating systems can I use?

We support all Android and iPhone smartphones with sufficiently recent operating system versions that are still being upgraded and supported by wireless carriers and / or device vendors.

Can I use my existing mobile / cellular number and wireless contract?

Yes. OnRelay you can register your existing smartphone, cell number and wireless contract with the service.

What is a ‘Mainline’?

A mainline in OnRelay terms is all the functionality and features we build to manage calls to and from your main company number(s). This includes auto-attendants, parallel ring groups, call queues, music on hold, custom voice menus, live operator functions, working hours setup etc. A ‘mainline’ does however not include any user or phone licenses. So if you are 10 people in your company you will e.g. need 1x Mainline and 10x Mobile Users.

Can mainline company calls ring at many mobiles at the same time?

Yes, you can use either parallel ring groups or call queues for this purpose. For a parallel ring group the caller hears normal ringback, and if nobody answers the call goes to a select destination such as a shared group voice mail box. For call queues, members can be called sequentially or in parallel while callers hear music for a custom wait time. Allowed staff members can join and leave these groups at any time from their mobile apps as and when they are available.

Can I have a designated person or persons answer company calls directly?

Yes, you can use the specially designated Live Operator parallel ring group for this purpose. Members of the Live Operator group receive mainline calls before they are answered by the main auto-attendant. If the Live Operator group has no members, or no Live Operator group members answer the call, the company call is answered by the main auto-attendant voice menu.

Do you have a web administration control panel?

Yes, we do. Here you can do all the regular maintenance of your account yourself, such as e.g. adding, changing or removing users, configuring parallel ring groups, call queues and their memberships, build a tree of auto-attendants with multiple locations and languages, and manage your working hours, music on hold, main company voice mail prompts and conference bridges.

Can I configure my own voice menus?

Yes, you can create voice menus in 3 different ways: 1) have OnRelay’s software auto-generate them according to your actual menu options, 2) type in your own voice menu that is subsequently generated using OnRelay’s text-to-speech engine, or 3) upload a manual .wav or .mp3 recording.

Which voice menu languages do you support?

OnRelay’s text-to-speech engine can currently auto-generate voice menus and prompts in American, British and Australian English, American and European Spanish, as well as French, German, Italian, Swedish, Danish and Norwegian.

Can I have company phone numbers in multiple locations?

Yes. You can have both mainline aliases and / or direct user numbers (DIDs) in different cities, states or even countries. Using the Dial From features, users can at any time decide which number to place calls from.

Can I have mobile users in multiple countries?

Yes. You can have mobile users based in any supported country where you have a domestic company number with OnRelay. All users share an internal dial plan and can be reached globally on their extensions using local cell minutes, no matter where they are or from what country their wireless contract is issued.

Does OnRelay still work while traveling internationally?

Yes. OnRelay requires no mobile network integration and it can work seamlessly over any mobile network anywhere in the world. End users experience the same functionality roaming internationally.

Can I place and receive extension calls?

Yes, you can dial your colleagues using the mobile app directory or just dial their 3 digit extensions from the OnRelay app dial pad.

Can I transfer calls?

Yes, even if it is a reguler cell call and your smartphone does not support call transfers, OnRelay call logic allows you to transfer office calls to your colleagues. You can use your directory or 3 digit extensions.

Is it possible to use IP desk phones with OnRelay?

Yes, OnRelay supports all Polycom VVX series desk-phones as part of our Fixed Mobile User license.

What is the minimal configuration I can order?

The minimal configuration for a one-person business is 1x Mainline and 1x Mobile User. The Mainline license includes hosting of your main company number.

What is the maximum number of users I can add?

On the multi-tenanted service OnRelay supports a 3-digit internal dial plan that accommodates several hundreds of users. Larger customers however have the option to move onto dedicated cloud server images that support both a global 6 digit company dial plan and local 3 digit dial plans for its various office and country locations.

What if I have a business mobile and a personal mobile and want to get rid of one of them?

In this case (in the US and Canada), you can convert your business mobile to a main company number, port it to OnRelay and then cancel your business wireless contract. Then you can continue to use your personal wireless contract and smartphone for both business and personal calls. This way, additional people you hire will also be able to use your business number from their smartphones. Just note that the minimal configuration even for a one person business is 1x Mainline and 1x Mobile User.

Does OnRelay just run VoIP over the cellular data channel?

No. OnRelay uses regular cellular voice minutes for its media path and is not an ‘over the top’ service or VoIP app. It thereby provides cellular network level voice quality, coverage and unrestricted capacity.

Do users still need cellular data?

Yes. A mobile IP network is used for signalling between the OnRelay Office Phone app and the OnRelay server. OnRelay uses advanced mechanisms to manage short term IP connections, preventing battery drain and minimising data usage. Customers should expect to use approx. 1MB per user / month of cellular data.

What happens if no mobile data network is available?

You may still be able to receive your calls since normal cellular voice connections are used.

Does OnRelay support VoIP over WiFi?

Yes. Just enable WiFi dialing in your standard smartphone settings. OnRelay has been designed to support all the voice call mechanisms as supported by the wireless carrier and your smartphone. Most carriers offer native WiFi dialing to offload their networks, reduce international roaming costs and support high quality services in poor cell coverage areas.

Does OnRelay support text messaging?

Very soon.

Can I split personal and business voice mails?

Yes, OnRelay has developed an advanced algorithm that prevents any cellular office call from being routed to a cell carrier voice mail box. This means it is safe to add cellular users to advanced call distribution features such as call queues and parallel ring groups, without the risk of someone’s cell carrier voice mail box answering all the calls.

How does OnRelay affect my mobile bill?

These days most mobile carriers offer unlimited local calls, and OnRelay uses minimal cellular data (a few MB per month), so OnRelay will not affect your mobile bills.

How many parallel calls can I have through my main company number?

There are no restrictions, meaning all your users may place and receive calls at the same time.

How does OnRelay affect call setup times?

As a rule of thumb, OnRelay adds just 2-4 seconds to the mobile call set-up time compared to normal cell calls.