Q: What is Wireless Office?
A: Wireless Office is a service that acts like an expensive phone system for a fraction of the cost. It answers your calls 24/7 and provides callers with customized options so their calls are directed to the right person, department or information.
Q: How much does Wireless Office cost?
A: Wireless Office is offered in various price increments to best meet the needs of your business. Click here for our rates.
Billing & Payment
Q: How will I receive my statement?
A: You may view your invoice and call history by logging into your services via the Web.
Q: Can you bill me instead of using a credit card?
A: No, all of our billing systems are only setup for credit card billing.
Q: How hard is it to change the credit card on file?
A: You can change the credit card you have on file at any time. To do so, you can either reach our customer service department
through their live online chat room or on their toll-free number at (877) 757-7294.
Q: My organization is nonprofit. Can we be tax exempt?
A: We can provide tax-exempt billing for qualified organizations who can fax us proof of tax exemption. To set up a tax exempt account,
you can reach our sales department in their online chat room or toll-free at 1-877-852-1364. To change an existing account to be tax exempt, you can either reach our customer service department through their online chat room or on their toll-free number at (877) 757-7294.
Q: Can I switch to a Monthly Minute Plan after I sign up for service (this assumes an unlimited and bundled minute package)?
A: Yes, you can switch plans at anytime.
Q: What day of the month do you bill?
A: Your monthly recurring charge is billed on the same day that you set up the account. For example, if you set up an account on the 12th, you'd be billed on the 12th of each month.
Q: Do unused minutes roll over into the next month?
A: No, unused minutes do not roll over into the next month.
Q: Our business is based outside the U.S., but we have a credit card. Can we still use your service?
A: In order to activate service with AccessLine, we require a credit card with a U.S. billing address. However, there are some companies which provide a U.S. billing address which forwards your mail to your international address, so that may be an option worth researching.
Q: I don't have a credit card. What can I do?
A: We do require a debit or credit card to activate service. However, VISA does offer a service called the VISA Gift Card where you can purchase a debit card for a fixed amount of money and refill the card's balance as needed. Some customers use this as payment for our service if they are not able to use a credit card.
Getting Started
Q: Is there a money-back guarantee?
A: There is no money-back guarantee, but you may cancel your service at anytime.
Q: Do I have to sign long-term contracts?
A: No, the service you sign up for is month to month and you may cancel at anytime.
Q: Is there a sign up fee?
A: Yes, there is a $100.00 initial setup fee.
Q: Is there any hardware or software to purchase?
A: No, Wireless Office is a service that provides all of the features of a phone system WITHOUT any hardware. Wireless Office utilizes the phones you already have (cell phones, office phones and home phones) to deliver calls.
Q: How long does it take to set up the service?
A: Wireless Office provides an easy-to-use web interface, which allows you to set up your service. The service can take anywhere from 10 minutes to a few hours to set up depending on the complexity of the Menus you wish to set up.
Toll-Free Service
Q: Can I request a specific (vanity) phone number?
A: Yes, you can contact a sales agent at 1-877-500-LINE and they can assist you in finding a specific number.
Q: Can I transfer my existing toll-free number to your service?
A: Yes, providing you are the "Customer of Record" for that number. A sales agent can help you with this process.
Q: We have business locations outside the US, can Wireless Office connect to those offices?
A: Yes, Wireless Office can deliver calls to any phone number, domestic or international. International long distance rates will apply to each call Wireless Office sends to an international location.
Q: Do I own the toll-free number or does AccessLine own it?
A: You are the "Customer of Record", which means you own the number and may transfer it to another service provider if you wish.
General Service
Q: How long can outgoing messages be?
A: Outgoing greetings can be up to 5 minutes long.
Q: How long can voicemail messages be?
A: Each voicemail message can be up to 5 minutes long.
Q: How much voicemail storage is available?
A: A total of 90 minutes of voicemail storage is available.
Q: If I have voicemail on a phone that Wireless Office sends calls to, where do callers leave a message?
A: It's your choice. You can choose to allow the voicemail to be left in the voicemail box associated with the phone Wireless Office is delivering the call to, or have Wireless Office "pull" the call back and deposit the caller in an AccessLine voicemail box.
Q: How many Menu options can Wireless Office present to callers?
A: Each Menu can provide up to 12 (0-9 plus * and #) options to callers. Additionally, Menus can transfer callers to other Menus for additional options.
Q: Can calls be kept in queue for a group of users, like an ACD hunt group?
A: Yes, Wireless Office supports hunt groups. Wireless Office hunt groups place callers on hold and dial a list of phone numbers either in a specific order or all at the same time. The first person to answer their phone will receive the call. This is achieved by setting up Hunt Groups. There are 2 types of Hunt Groups, Ordered, which calls a list of numbers one at a time, and Simultaneous which calls a list of phone numbers all at the same time.
Q: How many Extensions and Menus does the service come with? How much does it cost to buy more?
A: Each Wireless Office comes with 5 Extensions and 5 Menus. Extra Extensions and Menus may be purchased; five for $5.
Q: Is there a call forwarding charge?
A: On our toll-free numbers, you are billed only for the inbound leg of the call. We don't charge an additional fee for the outbound leg. On local numbers, call forwarding is free to other local numbers unless you are in a metered market. For more information, see our usage charges.
Q: I see that you have a 5 cents/minute long distance charge. When would you be billing me for LD vs. my local phone company?
A: If you pick up your phone and place a call, that won't route through the Wireless Office. If someone dials a local Wireless Office number and the call is forwarded to another number that's long distance, that call would be charged at 5 cents/minute. For example, if you purchase a Wireless Office number in a New York area code and one of your Menu options rings to a phone number in California, you would be billed for the charge to route the call from New York to California.
Q: Can I use my existing local phone number?
A: We provide service via creating a new number.. however, many customers then forward their existing, previously advertised number to us.
Q: Can I access voicemail messages online?
A: You can access messages either by calling in to your number or by logging in to the website. From the website, you can listen to the messages, download voicemail messages to your hard drive, or forward them to yourself or other people via email.
Q: How do you notify me when someone sends a fax/leaves a voicemail?
A: You can be notified that you have a voicemail message/fax to an email address, a cell phone with text messaging, or a pager.
Q: I currently have rollover and voicemail on my business lines. Would I keep that in place if I started using your service?
A: In most cases, Wireless Office would be able to provide those features for you. Many customers can save money by cancelling those features on their current service.
Q: My business is small, but I'd like to sound bigger. Can all the Menu options route to the same place?
A: Absolutely. Some customers divert the calls to hundreds of employees, others take all the calls themselves. Wireless Office can be scaled to suit your needs.
Q: Can I choose an easy-to-remember local number?
A: We only have certain blocks of numbers available. However, if you call our sales department via their online chat room or toll-free at 1-877-852-1364, we can give you some choice as far as the number you receive.
Q: Do you list my number in any directories by default? Is it possible to get my number listed in Directory assistance/411?
A: To protect our customers' privacy, we do not list their numbers in any Directory by default. For customers who do want their number listed publicly, we can provide assistance getting it listed in 411. A 411 listing also includes your number in the printed white pages in your area. The cost for that service is $10 activation, $5/month, and it takes 4-10 weeks to activate. To purchase that service and a new account, you can reach our sales department via their online chat room or toll-free at 1-877-852-1364. To add that service to an existing account, you can either reach our customer service department through their online chat room or on their toll-free number at (877) 757-7294.
Miscellaneous
Q: Can you help script my recordings?
A: Wireless Office provides tools which helps you script your greetings based on how you configures the service. Just print out the script and follow the instruction to start recording your greetings.
Q: How does Wireless Office deal with faxes?
A: Along with receiving phone calls, Wireless Office is also a fax number. People send faxes to it just like they would with a fax machine, but Wireless Office receives the fax and stores it for you. You then may forward the fax to any fax machine or view and print it via the Web.
Q: Can I see the online interface before I buy?
A: Click here to see examples of key parts of the Web interface.
Q: Do you have generic, pre-recorded greetings that I can use?
A: Given that each Wireless Office is customized to fit the needs of each business, there are no generic greetings or voicings. Wireless Office does provide a tool which helps you script your greetings for easier recording.
AccessLine
Q: How long has AccessLine been in business?
A: AccessLine Communications has been in business since 1998. AccessLine develops all of the software and manages the network that our services run on. AccessLine supports customers ranging from Fortune 100 companies to sole-proprietor businesses.
Q: Where is AccessLine located?
A: AccessLine Communications is located in Bellevue, Washington.
