Telforward is the only Internet Phone Service Provider with fully integrated, end-to-end monitoring and management of your critical business telecommunications needs. Others may claim to provide “Business Grade Internet Phone Service” but none can provide the quality and reliability of Telforward because none have gone to the lengths we have to assure that your critical business calls will get through.

The E Solutions Corporation’s Data Center houses the core telecommunication infrastructure for Telforward’s communications and is located on the 16th floor of the Colonial Bank Building in downtown Tampa. This building has become one of the nation’s most active carrier neutral communications facilities, housing more than a dozen major communications companies and having multiple redundant fiber loops connecting the entire region to the Internet backbone.

The E Solutions Corporation’s Data Center utilizes state-of-the-art surveillance, including monitored cameras throughout its facilities. In addition to secured access to the elevators and the lobby on the 16th floor, all doors within the Data Center require pass cards and, in critical locations, pin codes. The facility is engineered and constructed to withstand any likely man made or natural disaster.

We maintain multiple back-end carriers to provide redundant calling pathways. They include Time Warner/Xspedius Communications, Level3, and a local analog phone line on your premises to provide triple-redundant call connections to the PSTN (traditional) phone network for call origination and termination. Every component in our network infrastructure is redundant so that if one part fails, a hot spare replacement automatically takes over in a fraction of a second.

No other Internet Phone Service Provider offers a fully-integrated end-to-end system assuring call quality and reliability. We recognize that your business phone service is critical and Telforward stands ready with real engineering and real solutions to make sure you never miss a call.

Our customers’ phone systems and the E Solutions Corporation’s Data Center components are monitored around the clock. Nearly five-hundred separate parameters are continuously watched. Everything is monitored from the minute detail of a phone being unplugged all the way to sophisticated performance trend monitoring that tells us whether your business Internet connection is working up to specification.

The Automatic 6-Way-Failover feature with Telforward includes double redundant Internet connections, triple redundant bandwidth at the data center and an analog line so if your Internet connection goes down even for a second a backup remedy takes over immediately. This includes being able to forward your incoming calls to any number (including specific extensions going to cell phones, branch offices, etc). This function is automatically implemented since our monitoring system is embedded in the UC-iPBX box to watch the data center and the data center which has its own backup equipment is designed to monitor the UC-iPBX. During failover your calls are forwarded seamlessly from the data center to the call destination so the caller never knows the difference.

Telforward’s automated systems are the first line of defense and typically will automatically detect and respond to nearly all problems. In many cases a problem can be resolved without any human intervention at all as we have built hundreds of self-healing and redundant features into our infrastructure to make many problems self-correcting.

If a Telforward customer wishes to open or review a service ticket, they can do so via the Internet or by calling our support line 24 hours a day, 7 days per week, 365 days per year.

The onsite Telforward UC-iPBX and virtual hosting architecture from Telforward play a major role in the failover approach. Being the phone system manufacturer and phone service carrier allows Telforward to dictate the management and route of calls without any hiccups since it all transpires within the same company architecture.

As the source for both the hosted architecture and the onsite PBX, Telforward has complete access and real-time monitoring knowledge of the entire call pathway. This enables Telforward to provide an exclusive automatic disaster recovery system. In the unlikely event that the data center is rendered non-operational, your phone system will still work. In such a case, the UC-iPBX box at your site will automatically switch to the on-premise analog connection so your business will maintain the ability to send and receive calls.

The Automatic 6-Way-Failover feature with Telforward includes double redundant Internet connections, triple redundant bandwidth at the data center and an analog line so if your Internet connection goes down even for a second a backup remedy takes over immediately. This includes being able to forward your incoming calls to any number (including specific extensions going to cell phones, branch offices, etc). This function is automatically implemented since our monitoring system is embedded in the UC-iPBX box to watch the data center and the data center which has its own backup equipment is designed to monitor the UC-iPBX. During failover your calls are forwarded seamlessly from the data center to the call destination so the caller never knows the difference.

Do I need to change my Internet provider?

No. You can use your existing provider. However, Telforward can be your complete solution provider for telecommunications equipment and service which can include Internet service.

What are the bandwidth requirements?

We recommend a business DSL or business cable connection running with 768k upstream bandwidth as a minimum. On a properly configured connection like this, your UC-iPBX box will support 25-30 simultaneous phone calls. In a typical business environment, this is adequate to support between 75-100 phones. Telforward also supports higher bandwidth connections such as T1s. As a general rule, call capacity will commensurate with bandwidth.

Do I need to rewire my building to use this service?

No. The Telforward solution uses network wiring (Ethernet) already in place and shares the connection with a computer without the need for any additional wiring. If you require a phone at a location where there is no network wiring in place, we can install it at a reasonable price.

Installation and Service

Who installs Telforward?

Telforward has a team of certified and trained installers who guide you through the entire process. Our installers will consult with you to determine your equipment and connectivity needs and to configure system operation. Once your equipment arrives and is plugged-in it will automatically be updated with your specific configuration. Our installers generally need only a few hours on site to complete the installation. If you want to reconfigure your settings after installation is complete simply give us a call and your system will automatically be updated.

Is training provided?

Yes. Your Telforward installer will offer initial training and answer any questions you have. Telforward offers additional resources through our website including written documentation and recorded online instructional materials. Contact us at 703-883-9500

Are system upgrades automatic?

Yes. There are automatic software updates, including security enhancements. These are automatically installed over the internet without the need for any customer involvement.

How does support interaction occur?

Telforward phone systems and data center components are monitored around the clock. All aspects of the Telforward network are monitored remotely by our quality and health monitoring system. Any problem relating to the connectivity, quality of service, or operational health of your phone system, network, Internet connection or calling path are immediately detected and reported to the Network Operation Staff and our engineering team for follow-up.

If we detect a problem, that sets off a chain of events to report and repair the issue. First, the problem is categorized. Critical events, those which affect the functioning of a customer’s entire system, are escalated to priority 1 status and are immediately handled by a service engineer. The Telforward system also immediately contacts the administrator at the customer’s location to advise of the problem and the steps being taken to resolve it.

In many cases, less critical problems can be resolved without any human intervention since we have built hundreds of self healing and redundant features into our infrastructure to make many issues self-correcting.

Telforward also staffs a 24x7x365 service desk to handle customer reported problems. Customers may access our service desk directly over the Internet or by calling our support line 24 hours a day, 7 days per week, 365 days per year or by email.

This automated monitoring and service desk operation allow us to maintain a high level of quality and reliability. Typically we can solve most problems remotely but your local dealer/installer is always apprised of any issues related to your site and is dispatched by our service desk to solve problems that can not be solved over the Internet.

Do I need to configure hardware?

No, Telforward systems are configured using a simple web-based interface and the hardware is self-configuring. Your dealer will sit with you and help you set up your system. Thereafter, you are welcome to make modifications on your own or with your dealer’s assistance.

Do I need to obtain my own phone service or anything to make this work?

No. The Telforward Phone Solution is an all-in-one solution, combining hardware, software, phone service, installation and maintenance. You deal with one vendor — Telforward — to specify, configure, install and service your system. We can provide all parts of a complete solution, including any additional networking, hardware or cable installation required. While most customers already have a broadband connection they are able to use with the Telforward Solution, we can also provide that if needed.

What is your “Immediate Replacement Plan?”

Telforward’s Immediate Replacement Plan goes beyond simple “maintenance agreements.” If anything ever goes wrong with your Telforward UC-iPBX or phone, we’ll replace the hardware that same day from stock. Our installers generally carry replacement equipment but if a replacement is not available, we will overnight a new UC-iPBX to you immediately. Telforward automatically backs up all configuration information so when your replacement equipment arrives it will fire up the specific settings and configurations (including voicemail) you had before the problem arose. Telforward customers who opt for the Immediate Replacement Plan also automatically receive all system upgrades, including access to all new features of the Telforward solution.