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Frequently Asked Questions

At Equinox Corporation, we've done our best to create a Web site that anticipates and satisfies our customers' needs. With that goal in mind, we've compiled a list of frequently asked questions. If you do not find an answer to your question here, contact us at 678-498-4020 or

General Information FAQs

Why should I be interested in EMS (Equinox Managed Services)?

The principals that founded Equinox nearly 20 years ago have 100+ years of experience working for Fortune 50 companies, consulting to companies from startups to Fortune 50 companies, and building solutions for Small to Medium Sized Businesses (SMBs) as well as Fortune 50 companies. It has become clear to us that most SMBs are operating at a competitive disadvantage in today’s marketplace.  Historically the big guys could afford to invest in the up to date telephony systems (VoIP), collaboration environments (Microsoft Exchange and SharePoint), Customer Relationship Management software (Microsoft CRM), or sophisticated Accounting and Time Accounting systems (SAP Business One and Journyx) while the SMB was left trying to maintain outdated and costly systems that did not get the job done.

With the launch of EMS, Equinox is making all of these critical competitive tools available with no capital investment and no requirement to hire technical staff to maintain and manage a complicated environment.  Use what makes sense; add components when you need them; roll back when business requires it.

Why is Equinox rolling out EMS in January 2009 during tough economic times?

Tough economic times are perhaps the ideal time to roll out EMS.  Your business may be seeing declining revenue and pressure on expenses but you still need to ensure that you have the right tools to compete in an even more competitive marketplace.  In the short term, EMS components such as eVoice Hosted PBX may provide you monthly savings from the first day.  eVoice allows you to scale up and down your telephone services to match the number of employees and other requirements – something that is very hard to do with an in-house key system or PBX.  In the long term, by deploying EMS components you are preparing your business to compete today and when the economy turns around without investing capital or hiring personnel.

What is the difference between EMS and Outsourcing?

Outsourcing is typically just taking your current hardware and/or software and running it on a third party's equipment.  You may get some benefits in terms of cost savings from Outsourcing but in the final analysis you are still running the same old applications you have been always running.  With EMS you get all of the benefits of Outsourcing plus more.  You get the use of world-class applications – the same ones the Fortune 100 companies are using – that will make your business more competitive.

Business Operations FAQs

How do I report a problem or request support?

Equinox has established a single Client Support organization that is responsible for all of the Equinox Integrated Business services.  You can reach the Client Support organization via Email at or by calling 678-498-4020 x2000.  The Client Support organization will create a ticket for each incident in our Microsoft CRM system (the same one that is part of our EMS offering) and you will be contacted by a support specialist.  Please download a copy of the Equinox Contact Sheet which includes information on contacting all of the Equinox departments.

How does Equinox support clients with offices across the United States and internationally?

Equinox’s normal hours for its Tier 1 Client Support Team is 8:30 AM to 5:00 PM EST/EDT.  During off hours for the Client Support Team, a member of management is on call and is notified electronically of calls logged either via email or Voicemail during the off hours.  Emergency calls (example: complete phone system outages) will be responded to as soon as possible with non-emergencies referred to the Client Support Team the following day.  Equinox currently successfully supports clients with offices in all United States time zones and offices overseas including India and the Philippines.

How does Equinox support the broad array of offerings that are included in Equinox Managed Services business?

Equinox is committed to providing first class Tier 1 Support for all of the services in its portfolio.  Its Client Support team is trained to either resolve issues or manage the escalation process to ensure that the proper resource is deployed to resolve the issue.  The Equinox Client Support team is backed up by the support organizations of all of its partners that provide Tier 2 (in depth technical support) and Tier 3 (fix real problems – known as bugs – that may be discovered).  These organizations are available to Equinox’s Client Support team 24 hours a day / 7 days a week to resolve client issues.

If I have a billing question or need to change my credit card information, who do I notify?

As indicated on the Equinox Client Contact sheet, referenced above, you can contact Equinox’s Accounting Team at or 678-498-4020 x2100

What are Equinox’s normal billing and payment policies?

As with most providers of monthly services, Equinox invoices for its standard monthly services a month in advance.  Typically Equinox invoices on or about the 25 th of the month for services to be delivered in the subsequent month.  For example, on or about January 25 th Equinox will process invoices for standard services to be delivered in February.  For a number of the services in the EMS portfolio, there are incremental usage charges that are not included in the standard services – for example:  international long distance, 800# usage, disk space storage when maximums are exceeded, etc.  These charges are billed in arrears – in mid-February, any usage charges from the month of January would be invoiced.

All invoices are due when submitted.  Equinox’s prefers to process payments against client credit cards (Visa, MasterCard and American Express are all currently accepted) for both standard monthly service invoices and usage invoices.  If other arrangements are necessary, please contact the Accounting Team or your Sales Executive.

eVoice FAQs

Do I need an Internet connection?

Yes, you need high speed Internet such as Business grade DSL, cable or wireless Internet. VoIP relies on the Internet to work correctly, so the higher the speed, the better quality of Internet and voice service you will receive. We recommend having at least 1M speeds or higher.

Can I keep my current phone number?

Yes, you can port your number to VoIP by initiating a Line Number Port (LNP) from your current telephone provider. We can assist you with this process.

Can I use my existing phones?

If you are currently using standard analog phones that are directly connected to 1FB’s or Home Phone Service, it is possible to use them with the eVoice service.  You will be required to get a device called an Analog Telephone Adapter (ATA) which will convert IP Voice traffic to analog so you can use your standard phones.   Not all eVoice features are available to users of ATAs connected to analog phones.  Typical ATAs support one or two analog phones.

If you currently have a Key System or standard PBX with handsets, these handsets at typically proprietary and are not usable on any other system including eVoice.

In order to get the maximum utility from all of the eVoice features, Equinox typically recommends to its clients that they deploy SIP phones.  There are a wide variety of phones from a number of manufacturers that have been certified on the Broadsoft system that eVoice uses.

Do I still need to have an analog phone line?

No, VoIP will replace it, but you can keep it as backup service if you'd like.  Many of our clients retain one or more analog lines to support existing fax machines, alarm systems, etc.

Can I talk on the phone and use the Internet at the same time?

Absolutely! As long as your connection is fast enough, you should not see a lapse in either your phone service or your Internet service when you are using both simultaneously.

Can I buy a VoIP phone at an electronics store?

Yes, as long as it is a Broadsoft compatible phone. For a list of compatible phones, please contact us.

Do I need to make any changes to my internal network to make VoIP work?

Depending on whether you go with IP phones or an ATA device, your network will be set up differently. Either way, you will need to add at least one more device to your network.

What happens when I have a power outage or if I lose my Internet connection? Will my service still work?

VoIP services, and therefore 911 dialing, DO NOT work during an electrical power outage or broadband provider outage. While you cannot control a power outage or other problem that actually disrupts your broadband Internet service, there are a couple of things you can do to protect yourself from a local power outage.

Install an Uninterruptible Power Supply (UPS) with battery backup to support the Internet router, the DSL/cable/wireless modem, and other network equipment.  Your servers should also be connected to the UPS if possible.  This is good standard operating procedure for any business.  If your business is small enough, you may be able to plug your phone adaptor and/or phones to the UPS. A good UPS with battery backup can be purchased at an electronics store.

For larger organizations, we would recommend a router that supports Power Over Ethernet (POE) plugged into the UPS.  POE provides power to the phones over standard Ethernet cabling.  With a UPS with battery backup and a POE router, your company’s telephone and Internet infrastructure will be protected against a power outage.

In the event of a natural disaster, calamitous event, or a power outage that outlasts your battery backup, our Business Continuity solutions enables businesses to automatically re-route calls to maintain telephone service to any location and any device, including landline phones, mobile devices, and PC-based SoftPhones. These features work for both eVoice Hosted Enterprise Seats as well as for IPTrunking. In the case of Enterprise Seats, the user feature “Call Forwarding Not Reachable” will direct calls to pre-designated alternative fixed or mobile lines in the event of a service disruption to lines serving the Enterprise.  Even if call rerouting has not been set up before an event, each user, your system administrator, or Equinox Client Support can access your eVoice Web Portal and make whatever changes are necessary to ensure that you lose no calls.

Can I have a monitored alarm system with VoIP?

There may be options for having a security system with VoIP services. We recommend you talk to your security professional about using a basic service land telephone line or wireless communications to support your alarm system. Equinox is not a security company and cannot make specific recommendations about security systems.

Can I fax over VoIP lines?

Our testing has shown that long faxes have difficulty running over VoIP however some customers have been able to make small faxes using a traditional fax machine over VoIP lines. You can choose to have a basic service land telephone line for traditional fax machines. Another option is to utilize a web-based faxing service. You will need a scanner to send faxes and a printer or email account to receive faxes using a service like this.

Does 911/E911 work with VoIP?

Equinox Corporation delivers true E911 capabilities to end users.

What Taxes and surcharges apply?

The only taxes applied to your invoice are the Universal Service Fund (USF Charge).