FAQs

Ordering, getting started and using OfficeSuite® is easy. But as always we know you might have questions. Below you'll find some answers to the most common questions. If at any time you'd like a personal consultation, simply click the live chat button or call the toll-free  phone number above.Get a Quote

• Getting Started
• Basic OfficeSuite Questions
• Using your new OfficeSuite system
• Phones and Equipment
• Additional Services
• Pricing and Billing

Getting Started back to top

What should I expect when placing my order?

When you are ready to buy, give us a call at the phone number at the top of the page and one of our knowledgeable sales representatives will help you order your new OfficeSuite phone system.  We’ll process your order in real-time and send you a confirmation e-mail right away.

What if I need help with my order?

If you have any questions while placing your order, chat live with one of our helpful sales reps or give us a call at the toll free number at the top of your screen.

What happens after I place my order?

You’ll receive a call from your assigned Project Manager who will review your order, gather some additional information from you, and coordinate delivery of services if you’re working with any third party vendors. Your Project Manager will work directly with you to customize your system:  you will be able to choose the extension numbers, names and call behaviors. If you are not using your existing Internet access and therefore need a circuit installed at your site, your Project Manager will set up a time for this.

What are the system requirements?

Since OfficeSuite is a cloud-based phone system, all you need is:

• Internet access at your site(s) with router.  You can choose to use your existing Internet access or have one of our technicians install a circuit at your site(s.) 
• A static IP address.  (When Broadview provides the Internet access we can give you static IP addresses as well.)
• You’ll need a PoE (Power over Ethernet) switch or a standard LAN switch with a power outlet near each phone.
• CAT5 or better cable.  (Typically, you can daisy chain off of the computer’s CAT5 cable.  However, if you can’t run cabling yourself, for a fee our Professional Services team can do this for you.)
• We’ll give you everything else you need. For Best Practices, click here.

Do I need to have a Local Area Network (LAN)?

Yes, you need at least a standard 10/100 Mbps LAN (Local Area Network) -- the same you use for your computers.  This may be as simple as having a single router with a built-in switch.

Does OfficeSuite work on a Wi-Fi network?

Yes, you can use the OfficeSuite Softphone over a Wi-Fi network on any modern Windows-based PC. The traditional desk phones, however, require wired access to your Local Area Network (LAN). For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen. 

Who installs the system and the phones?

• If you are using your own Internet access, you can either perform the system installation yourself, or for a one-time fee one of our technicians can do it for you. 
• Installing the phones yourself is very easy.  Click here for helpful videos and guides that walk you through installing the phones.  NOTE: self-installation is only available if you’re using your own Internet access.
• If you don’t currently have Internet access and would like to purchase it from Broadview, one of our technicians will install a circuit at your location(s).  Then, for a one-time fee, one of our technicians will install the phones for you as well.  NOTE: One of our technicians must install the phones if you are not using your own Internet access.

How much does the installation cost if I’m relying on Broadview for access?

• Circuit installation fees vary.  Please chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.
• In addition to the circuit installation fee there is a one-time charge of $250 per site plus $25 per phone to install the system at your site.

How much does the installation cost if I'm using my own Internet access?

• Setting up your new OfficeSuite phones is fast and easy, and if you choose to install them yourself there is only a $100 site activation fee. NOTE: self-installation is only available if you’re using your own Internet access.
• If you would like one of our technicians to install the system for you, in addition to the $100 site activation fee there is a one-time charge of $250 per site plus $25 per phone.

How long until the system is installed?

This depends on whether you are using your own Internet access or a circuit that we provide.  Once your order begins, your Project Manager will keep you apprised of installation dates and schedule.  For details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.

Can I re-use existing phone numbers?

• Yes, in fact we encourage it.  Most of the time we can move existing main phone numbers and direct inward dial (DID) employee phone numbers into your new OfficeSuite system.  Whether or not we can re-use your existing phone numbers will be determined while you are placing your order.  (For 85% of the US population, we can re-use existing phone numbers.   For details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.) 
• If you need new main phone number(s) and employee phone numbers, we can assign them to you.

When can I start making calls with my new OfficeSuite system?

• If you are re-using existing phone numbers, your Project Manager will schedule a date and time when those numbers will be moved over to your new OfficeSuite system.  After the move is complete, you’ll receive an e-mail letting you know that you can begin making calls.  While you are waiting for your numbers to be moved, you will continue to be able to make and receive calls from your current phone system. On your new OfficeSuite phones, you will be able to test outgoing and internal calls and customize your phone setups.
• If you are a new business or you choose not to re-use existing phone numbers, your Project Manager will let you know when your new phone numbers have been activated in the system.

What kind of training is provided?

You will need to choose a point person at your company who will act as the Tenant Administrator for OfficeSuite.  This person does not need to be an IT staffer—OfficeSuite is simple and easy to administer.  The Tenant Administrator will be trained by your Project Manager on how to use the OfficeSuite web portal to control the behavior and preferences of the system.  The Tenant Administrator will in turn be able to train your employees on how to operate the system and set up their own voicemail and phone preferences.  The Tenant Administrator will also receive 60 days of free support for the entire system.

Who do I contact for OfficeSuite Support & Repair?

For OfficeSuite Support, please call us at 1-800-BROADVIEW.  Our representatives are available to take your call Monday – Friday, 8:00 AM – 11:00 PM EST.

For Customer Repair, please call us at 1-800-BROADVIEW.  Our representatives are available to take your call 24 hours a day, 7 days a week.

You can also use our award-winning customer support website, eCare Enterprise, where you can manage the entire OfficeSuite system, add and remove users, open trouble tickets, and set up your call options and features.  With eCare Enterprise’s website or mobile application, you can:

• Access current account information from your PC, laptop, tablet or smartphone.
• Track orders
• Create, View and update trouble tickets
• View and pay your bill
• Change your service options
• Control toll-free phone numbers
• Dynamically Forward Inbound Calls
• Define location assignments
• And much more.

In addition to eCare Enterprise, the OfficeSuite web portal gives end-users and Tenant Administrators direct control over the system and preferences—eliminating the need for expensive maintenance contracts.

Basic OfficeSuite Questions back to top

What is OfficeSuite?

OfficeSuite is an award-winning, complete cloud-based phone solution that has no capital investment, no maintenance contracts, low monthly payments and minimal installation costs.  With OfficeSuite you get:

• An affordable enterprise-grade phone system
• More than 40 powerful calling features
• High quality phones
• Fast and reliable Internet service
• Unlimited nationwide calling plan
• Easy-to-use Web portal that lets you customize and manage the system.

How does it compare to other cloud-based phone systems?

Click here for a side-by-side comparison.

How does it compare to traditional phone systems?

Click here for a side-by-side comparison.

What are the benefits of OfficeSuite?

There are countless benefits to our award-winning phone system.  Click here to learn more. 

What is included with OfficeSuite?

With OfficeSuite you get:

• An affordable enterprise-grade phone system
• More than 40 powerful calling features
• High quality phones
• Fast and reliable Internet service
• Unlimited nationwide calling plan
• Easy-to-use Web portal that lets you customize and manage the system.
• All without capital investment, expensive maintenance contracts, or extra IT staff.

What does cloud-based mean?

Cloud-based means the technology resides in our secure network cloud and the only equipment you need in your office is the phones. OfficeSuite uses VoIP (voice over Internet Protocol) technology to send phone calls over the Internet, so no matter where you are you can access and use the system just like you were at the office.

Is this an Internet phone call?

Yes, OfficeSuite is a VoIP phone service.  (Voice over Internet Protocol technology sends your phone calls over the Internet instead of over traditional telephone lines.)  This means you need Internet access for OfficeSuite to work.  You can use Broadview’s own dedicated Internet access or Internet access from another company, or you can upgrade to a private network that we provide.

Using your new OfficeSuite system back to top

What features are included with the system?

OfficeSuite comes with more than 40 powerful, easy-to-use features.  Click here to see a list of all the included features.

How do I get voicemail messages?

There are several ways you can get your messages:

• Through your OfficeSuite phone
• By calling your OfficeSuite phone number or extension from outside your office
• Through your e-mail inbox
• Through our voicemail website
• Through an optional iPhone or Android app.  (You may purchase these apps from iTunes or the Android Marketplace.)

How do I set up my features and voicemail?

Every employee is given a unique log-in ID and password to access the OfficeSuite web portal where they can quickly and easily set up their features, preferences, and voicemail.  Click here for helpful videos and quick start guides that show you just how easy it is to do.

How do I make changes to the system?

The Tenant Administrator that you select can make changes to the system quickly and easily via the OfficeSuite web portal. 

Is there a website where I can make changes myself?

Yes, OfficeSuite comes with an easy-to-use web portal where you can make changes to the system, including adding new users, changing call routing, re-setting passwords, and configuring phone preferences and voicemail. And since it is web-based, you can access it and make changes to the system from anywhere.

I have a receptionist taking calls, can I maintain that?

Yes, OfficeSuite is very flexible. It will allow you to operate with a receptionist, with auto-attendants, or a combination of the two.

• Real-world example: During normal business hours, have your receptionist answer calls; after normal business hours, the system switches over to an Auto Attendant.

Is there any integration with Outlook?

Yes, you can place a call directly from Outlook via the contacts section.  For details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.

Does OfficeSuite provide any type of Call Detail reports?

Yes, OfficeSuite gives you reports that help you better plan staffing. These reports tell you how many calls you made or received, from and to what extensions, the duration of each call, and the time of day the calls were placed.  Tenant Admins can opt to receive reports weekly or monthly via email.

Can I use the OfficeSuite service at home?

Yes, there are several ways you can use OfficeSuite at home:

• Our Teleworker feature, which allows home-based employees to use the same model IP phone as at their office, along with the same extension, voicemail, and dialing features.
• Our Softphone, which turns any Internet-connected PC or laptop into a fully-functioning phone that is completely integrated into your OfficeSuite system.
• Our Mobile Twinning feature, which allows you to have all incoming calls ring your desk phone and cell phone simultaneously.
• Or, if you only need to work from home on occasion, you can forward calls to your cell phone or any other phone whenever you choose.

Can I use OfficeSuite to make international phone calls?

Yes, with OfficeSuite you can call anywhere in the world.  We provide generous calling plans, including an International calling plan.  For more details, please chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.

Does OfficeSuite support GiG E Networks?

Yes.  For more details, see the 2 questions below or click here.

I only have one network/LAN connection (CAT5) at each desk. Can I use these phones?

Yes. OfficeSuite phones include a 2-port 100 Mbps switch so you only need one connection. You plug the phone into the wall and your computer into the phone. The phones can also support GiG E networks with a different phone base for a small monthly fee.  Click here to learn more about the GiG E Base.

I have a 24-port network switch with users and I have dual cable runs, is that enough?

Yes. OfficeSuite phones include a 2-port 100 Mbps switch so you only need one connection. You plug the phone into the wall and your computer into the phone. The phones can also support GiG E networks with a different phone base for a small monthly fee.

Do I need an additional LAN port for the phone?

No.  Each OfficeSuite phone comes equipped with a 10/100 Ethernet switch, so you simply plug your computer into your phone to avoid adding an additional LAN port or connection.

Will the OfficeSuite phones work with a network firewall?

Yes.  Most firewalls by default permit all outbound traffic to flow through the firewall without incident. (All OfficeSuite connections originate outbound).  If you run into any problems, we’re here to help.

What if my circuit goes down or I lose power?

OfficeSuite offers several disaster avoidance capabilities so that your callers can still reach you no matter what.   If you lose power, your circuit goes down, or there’s a disaster at your office (fire, flood, etc), all of your incoming calls can be automatically re-routed elsewhere (such as another business location, a cell phone, a home phone, or a voicemail box.)  For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen. 

Can I control where my users can call to?

Yes. Permission profiles allow you to determine which employees can dial local, regional, long distance, or international calls.  This can be controlled by time of day as well.

Does OfficeSuite support Emergency Services?

Our top priority is your safety.  Before we offer you OfficeSuite service, we make sure that e911 is available at all of your business locations.

If I move between company locations, do I need another extension?

No.  You do not have to make any changes to the system or use another extension.  With our Hot Desking feature, you simply log into another phone as yourself.  All of your calls and features will follow you to this new phone. It will log you out of the phone at your office (assuming you haven’t already done so) since you can only be logged into one phone at a time. You can also use this feature within the same building. For instance, if you wished to work in the conference room or someone else’s office for the day, Hot Desking would allow you to do this.

Can I record calls?

You can record inbound calls that come into a queue with the optional OfficeSuite ACD (Automatic Call Distribution) feature. Click here to learn more about OfficeSuite ACD.

Does OfficeSuite support call center operations?

Yes, OfficeSuite ACD is an award-winning, fully-featured ACD application that is completely integrated into your OfficeSuite system.  It provides:

• Call queuing
• Robust features
• Call recording
• Employee evaluation tools
• Real-time web-based dashboards that show you what’s going on in each call queue at that exact moment.
• To learn more about how OfficeSuite ACD can increase customer satisfaction and improve employee performance, click here.

Phones and Equipment back to top

Are phones included in the purchase price?

Yes.  During the ordering process, you can select the type and quantity of phones and equipment you need for your new OfficeSuite system.

What kind of phones and equipment do you offer?

We offer high-quality Mitel® phones and devices.  Click here to see the phones and devices you can purchase with your new OfficeSuite system.

Can I make calls from my cell phone as part of the system?

At this time you cannot make outgoing phone calls on your cell phone as part of the OfficeSuite system.  However, you can receive calls on your cell phone as part of the system via call forwarding or through a feature called Mobile Twinning.  Click here to learn more about our advanced mobility features.

Can I use my existing phones?

You cannot use your existing phones.  Keep in mind that the phones are included in the cost of the system. Click here to see the phones and devices you can select with your new OfficeSuite system.

Is there compatibility with headsets?

Yes.  There are headsets you can purchase that work with the OfficeSuite phones.  Chat live with one of our knowledgeable sales reps for more details, or give us a call at the toll free number at the top of your screen.

What is a Softphone?

A Softphone is a PC-based application that turns any Windows desktop or laptop computer into a fully-functional phone.  Our softphone is completely integrated with the OfficeSuite system, giving you access to all the same features and phone functionality as you get through your OfficeSuite desk phone.  Click here to learn more about the OfficeSuite Softphone.

Will the Softphone work overseas?

Yes, the OfficeSuite Softphone works anywhere there is an Internet connection.  Be aware that emergency services dialing (e.g. 911) is not supported outside of the United States.

How do I know if the Softphone is compatible with my PC or laptop?

The OfficeSuite Softphone works on virtually any modern Windows PC.  Click here to learn more about our Softphone.

Additional Services back to top

What sort of Internet services do you offer?

We offer different types of fast and reliable Internet service depending upon your needs and your budget.  For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen. 

What sort of fax service do you offer?

Broadview Fax is a green solution that saves energy and increases your flexibility by letting you fax from anywhere.  Chat live with one of our knowledgeable sales reps for more details, give us a call at the toll free number at the top of your screen, or check out our Broadview Fax Service Quick Reference Guide.

I have an alarm system using phone lines; will they go on the OfficeSuite system?

No, they will remain as traditional phone lines.  Depending upon your physical location, we may be able to take over those lines so you can have all your IT services on one bill. For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.

I have credit card machines using phone lines; will they go on the OfficeSuite system?

No, they will remain as traditional phone lines. Depending upon your physical location, we may be able to take over those lines so you can have all your IT services on one bill. For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen. 

Does OfficeSuite include paging?

Yes.  The phones themselves include site paging; plus, we can connect with many overhead paging systems. For more details, chat live with one of our sales reps or give us a call at the toll free number at the top of your screen.

Pricing and Billing back to top

How much does OfficeSuite cost?

The price of OfficeSuite depends on:

• The amount of bandwidth you require.
• The type and quantity of phones you want.
• The number of phone lines you need.
• Any optional features you select.
• Get a Quick Quote now.

Does the price include taxes?

Yes.  Taxes vary by state and local municipality and will be included starting with your second regular bill. 

Is there any type of guarantee offered?

Broadview offers its customers a 30-day money back guarantee.

Is there a contract, and if so what is the term length?

Yes, you can choose to sign a 2-year, 3-year, or 5-year contract. 

Can I have MTM (month-to-month)?

Broadview Networks does not offer month-to-month agreements for OfficeSuite.  Broadview does not require their customers to purchase the phones, however the term length is set to allow your organization to cover its costs.

Are there ETFs (early termination fees)?

Like any contract, if the terms are not kept you will incur charges.  As per the contract you sign, 30 days notice is required prior to disconnection.