In light of the ongoing developments resulting from the coronavirus, we have put together a list of questions and answers to help support our customers. Hopefully you will find everything you need here, but if you have anything else that you need clarity on please just get in touch. If you require a divert from your main phone line, please email email@example.com to allow our phone lines to be used for emergency faults only.
Q: I am a Horizon or Xelion customer, how can my staff work from home?
A: Working remotely couldn’t be easier with these hosted platforms, please see all the options for Horizon here, and for Xelion, you just need to download the mobile app to get going!
Q: I use HighNet SIP trunks, are there any products available to help support me?
A: SIP Trunk Call Manager is available as an additional bolt on to most HighNet SIP trunks. This gives end users the ability to control how their calls are routed to their DDI via a web-based portal. For example, if working from home they can login to the portal and divert all of their incoming calls to a personal mobile, find out more here.
Q: I don’t have a hosted phone system, what are my options if my employees need to work from home?
A: There are currently lots of options available to enable staff members to effectively communicate with colleagues from home, such as Microsoft Teams. However, if you require the full functionality of a phone system (hunt groups/voicemail) and the ability to make and receive external calls as if you were calling from your work extension, we currently have a hosted telephony solution known as Xelion available on a short term contract pay as you go basis – you can get this set-up by contacting firstname.lastname@example.org.
Q: What happens if my phone lines or internet becomes faulty during the COVID-19 outbreak?
A: If you require a HighNet engineer to attend your site, you will receive a declaration from our engineer to confirm that they have not, nor have anyone they live with, attending any red zones in the last 14 days or are suffering from any symptoms. If you require an Openreach engineer visit, here’s the precautions they are taking.
Q: What are HighNet doing to ensure my service isn’t affected during COVID-19?
A: Please follow this link to find our latest COVID-19 strategy.
Q: I would like to have the option for my staff to work from home, but we have no IT Support, what should I do?
A: If you don’t have any IT Support currently in place, get in touch with our team via email@example.com who can put you in touch with one of our trusted Channel Partners in your area.