Frequently Asked Questions

Billing and contact information can be changed by sending an email to support@virtualpbx.com with the subject heading: "Change Request :: Account Information :: Your Company Name". Please provide all of the following information:

1. Company Name
2. Account Number
3. Your primary Virtual PBX phone number
4. If you are changing your primary contact information, please provide:
   - the new primary contact name
   - the complete address of your new primary contact
   - the telephone number of your primary contact.
   - a valid email address for your primary contact.
   Note: Please make sure that your new primary contact does not list a phone number that is part of your Virtual PBX.
5. If you are changing your mailing address, please provide the complete address of your new location.

Requests that do not include the information listed above will be delayed significantly. Depending on current support load, please allow 3-5 business days for account changes to take effect.

The primary contact for your company acts as the administrator for your Virtual PBX and therefore, can make significant changes to the account (e.g., change plans, contacts, credit card information, cancellation). If your primary contact is no longer at your company, you will need to complete a Change of Ownership form. The Change of Ownership form can be downloaded here. Please complete the form and fax it to Virtual PBX at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050.

Note: Please make sure to sign and date the form before you send your fax. Incomplete forms will not be processed. Depending on current support load, please allow 3-5 business days for account changes to take effect.

Yes. If you would like more than one person listed as the primary contact for your company, please send an email to support@virtualpbx.com with the following information for your new contact(s):

1. Primary Contact Name(s)
2. Complete address for each contact
3. Current phone number for each contact.
   Note: Please make sure that your new contacts do not use a phone number that is part of your Virtual PBX.
4. A valid email address for each contact.

Depending on current support load, please allow 3-5 business days for account changes to take effect.

To change the credit card information on your account you will need a Credit Card Authorization form. The Credit Card Billing and Authorization form can be downloaded here. Please complete the form and fax it to Virtual PBX at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050.

Note: Please make sure to sign and date the form before you send your fax. Incomplete forms will not be processed. Depending on current support load, please allow 3-5 business days for account changes to take effect.

To change the ownership of your Virtual PBX you will need to complete a Change of Ownership form. The Change of Ownership form can be downloaded here. Please complete the form and fax it to Virtual PBX at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050.

Note: Please make sure to sign and date the form before you send your fax. Incomplete forms will not be processed. Depending on current support load, please allow 3-5 business days for account changes to take effect.

Yes. Please call the local Virtual PBX fax number at 408-971-1050. Please check your fax machine's transmittal records to ensure that the fax was received.

We recently merged your Virtual PBX Invoice and Virtual PBX Statement into a single statement. Your new statement.html document now clearly indicates the amount due on your account. At the top of your invoice, you will be shown the amount of the current charges as well as the total amount due and any payments that have been applied to your account within the billing cycle. If you have any questions, please contact the Virtual PBX Billing Department at 888-258-0800, option '5'.

Your monthly billing email contains a .zip file that includes an invoice and your billing statement. To see a detailed summary of charges associated with your call traffic, extension costs, ACD queue fees, and phone number fees please refer to the invoice.

To obtain a detailed summary of the calls passed through your system, a System Administrator can run any of a series of reports on-demand. These reports include:

1. Extension Incoming Call Report - This report details the calls that arrived at a specified extension over a period of days as defined by the System Administrator. The report provides a summary of the total number of calls received by each extension, how many calls were actually handled, how many were abandoned, and how many went to voicemail. Additionally, individual calls are listed along with their phone number, duration, whether the call arrived at the auto-attendant or an ACD queue, and if the call was handled, abandoned, or routed to voicemail.
2. Call Arrival Pattern Report - Given a range of dates, over a time increment specificed by the System Administrator, this report provides an overview of call traffic arriving at specific or all ACD queues on individual or all phone numbers ringing into your Virtual PBX. You will be able to establish during what times of the day and what days of the week that you receive the most volume for your queues and your phone numbers.
3. Queue Call Summary Report - While the Call Arrival Pattern Report provides a very broad view of how your ACD queues and phone numbers are performing, this report provides the detailed information for specific or all ACD queues on individual or all phone numbers ringing into your Virtual PBX. Per phone number, you will be provided with specific information about the total number of calls arriving at each ACD queue; the number and relative percentage of actual calls handled; the number and relative percentage of calls abandoned; and the number and relative percentage of calls routed to voicemail. In addition a daily average hold time per ACD queue is also provided.
4. Extension Outbound Call Report - If you have Extension Owners that travel and use the Virtual PBX to perform outbound dialing, use this report to view a summary of where each extension is calling from and to over a specified date range.
5. Agent Call Report - Based on a range of dates specified by the System Administrator, this report provides time-based details for a selected extension or extensions relative to an ACD queue. System Administrators can view the total amount of time an Extension Owner (also known as an agent) has spent in a given queue; the total number of calls handled; the total talk time, average talk time, and maximum talk time. An average answer speed for each agent is also provided as well as charted comparison for each agent based on a selected performance category.
6. Agent Unhandled Call Report - Over a specified date range for each number in your Virtual PBX, a System Administrator can generate a report of where all unhandled calls are being routed. The CallerID of each call, which ACD queue the call entered, and if applicable, the extension that routed the call are listed in this report.

Comprehensive logs can be generated by a System Adminsitrator at any time. In addition, a monthly log is sent with each billing invoice. However, if you would like more logs sent to you please send an email to billing@virtualpbx.com with the following information:

1. The subject heading: LOG REQUEST.
2. Your account number or primary Virtual PBX number.
3. The phone number(s) that require logs.
4. Which logs you would like generated.
5. Please note if you prefer weekly or monthly logs.
6. If you have a different address where you would like your logs sent, please provide the full and correct address.

Note: Additional logs will be charged to your account. Daily logs are $15 per month. Weekly logs are $5 per month.

To interpret your billing codes you will need the Call Detail Interpretation Table. Please send an email to support@virtualpbx.com with the subject heading: "Change Request :: Billing Codes Information :: Your Company Name". Please provide all of the following information:

1. Company Name
2. Account Number
3. The primary Virtual PBX phone number.

You will receive an email reply with a Call Detail Interpretation table attached. Depending on current support load, please allow 3-5 business days for us to process this request.

With a hosted PBX like Virtual PBX, completed calls are actually made up of two separate phone call segments, or “legs”. The first leg is the call from your client or customer to our equipment. The second leg occurs when we make an outbound call from our equipment to your phone, wherever you choose to take your calls. Virtual PBX only charges you for the incoming call, while the outbound call to your phone is free. As a result there is no “double-leg” billing. A careful review of your billing invoice will reveal that while the inbound and outbound legs of Continental US, Canada, and International calls are itemized separately, you are only charged for the inbound portion of your calls.

A careful review of your billing invoice will reveal that while the inbound and outbound legs of Continental US, Canada, and International calls are itemized separately, you are only charged for the inbound portion of your calls.

Each Virtual PBX has one primary number, either toll-free or local, that is not charged as part of the initial system setup. Each additional number, either toll-free or local (also known as a DNIS) is charged at a rate of $10 per month.

To port your number over to Virtual PBX you will need to fill out either a Toll-free LOA (Letter Of Agency) Form or a Local LOA Form. This form, once completed, serves as a record of transfer between your toll-free or local number carrier and Virtual PBX.

To port a toll-free number to Virtual PBX, please complete our online toll-free LOA form.
The toll-free LOA form can be accessed here.

To port a local number to Virtual PBX, please download and complete the local LOA form.
The local LOA form can be downloaded here.

In either case, you will receive an email reply with the official PDF file(s) that we will submit to our carriers. Please verify that the information is correct then print, sign, and fax the form(s) back to us at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050.

Note: Please make sure to sign and date the form before you send your fax. Incomplete or inaccurate forms can not be processed and will delay the porting of your number. Please allow 2-5 weeks for your port to complete. Further porting information can be found below.

Using a ported number as your primary contact number creates three problems:

1. When a number is ported to Virtual PBX, it becomes 'terminated' on our systems. That is, anyone attempting to reach the primary contact would reach your Virtual PBX instead of the primary contact.
2. In the event that problems arise with your account or your Virtual PBX, a primary contact would not be directly available to address the issue.
3. A caller attempting to reach the primary contact through the contact's extension would be sent into a call loop because the contact number calls back into the Virtual PBX, essentially rendering the extension non-functional.

As a result of these conditions, it is Virtual PBX policy that a number that you are attempting to port can not be used as a primary contact numbers.

The porting process for toll-free and local numbers will vary between each carrier. Virtual PBX does not have any control over these processes.

The number of LOA's that are required can vary. Typically, because toll-free numbers are issued by a large number of resellers, it is often difficult to know the originator, or RESPORG, of a given toll-free number. This may be true even if you originally purchased several toll-free numbers from the same entity. As a result, each toll-free number that you own could require a separate LOA. For local numbers, the opposite will be true in most cases. That is, a single carrier is the RESPORG for all numbers under your ownership. If this is the case, you can submit one LOA for all of your local numbers.

The time required to complete a port generally falls between 2-5 weeks. However, please be aware that each carrier will have different internal processes in place to finalize a port. These processes may prolong your porting time. The current volume of ports a carrier is handling can also effect your port time. Furthermore, while Virtual PBX strives to complete ports in a 2-5 week timeframe, there will be periods where we handle a large volume of porting and support requests. During these periods porting may take longer than usual.

Note: The most common delay in the porting process is an incomplete or inaccurate LOA.

Virtual PBX attempts to complete all porting requests in a 2-5 week timeframe. In the event that it has been more than 6 weeks since your request was issued, you may be experiencing any of a combination of the following:

1. An incomplete or inaccurate toll-free or local LOA has been submitted.
2. Carrier porting demands are unusually high.
3. A carrier's porting process has changed without notice.
4. Virtual PBX porting demands are unusually high.

If you are experiencing a significant delay with your port, please contact us directly at 888-825-0800, option '2' and we will attempt to resolve your porting issue as quickly as possible.

If you need to cancel your account for any reason, please send an email to support@virtualpbx.com containing:

1. The subject heading: ACCOUNT CANCELLATION
2. Your Account Number or Virtual PBX number.
3. Your reason for cancellation.

You will receive an email reply confirming that your request has been received and entered into our system for cancellation. If you have not received an email or call from Virtual PBX regarding your cancellation after 5 business days, please call 888-825-0800, option '2' and we will handle your request directly.

 888-825-0800, option '2'. We will attempt to verify your cancellation and will reverse any charges in the event that you have been incorrectly billed.

If you are a Virtual PBX customer currently using our SOHO plan, your billing is not pro-rated upon cancellation. For example, if your bill date is the 6th of the month, and you submitted a cancellation request after that date, your Virtual PBX becomes inaccesible upon receipt of the cancellation. No further traffic charges are assessed to your account after that date. However, your account is not officially cancelled until the 6th of the next month. You will receive a final invoice that notes the cancellation.