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This is a list of frequently asked questions (faq) compiled for your convenience. If you don't find the answer to your question here or need further assistance, please call our customer service representatives during business hours at 1-800-957-6468.
AccessAnytime Questions
As the host do I enter both the Participant Passcode and the Moderator
Passcode?
Can someone else launch the call for me if I am late or can’t attend?
If someone else launches the call, is it possible for me to dial in later and have control of the enhanced touch-tone features?
Is there a limit to the number of people who can participate in my conference call?
What happens if someone tries to enter the conference call before I have dialed in to launch
it?
What if I can’t hear someone? Is there an operator available to assist me?
I am an experienced AccessAnytime user. Is there any way to speed up the call launch process?
AccessPipe Questions
What is DSL?
What is ADSL?
What is SDSL?
How fast is AccessPipe DSL Service?
What other speeds are Available?
How do I upgrade my Service?
How does AccessPipe DSL Service compare with ISDN?
How does AccessPipe DSL Service compare with Cable Modem?
Will I have to change my e-mail address with AccessPipe DSL Service?
How do I get a Domain Name?
What if I need help developing my web site?
How do I upgrade my Web Site?
What is a Dynamic IP?
What is a Static IP?
Will I be able to Videoconference?
Is there a flat rate price with unlimited usage?
Are there additional usage charges?
What type of Firewall Services are Available?
What type of VPN Services are Available?
What are the installation charges?
Can I do a Self Install?
What are the Service Activation charges?
How will I be billed?
Where will my AccessPipe DSL Service charges appear?
Who do I contact for billing questions?
What additional equipment will I need?
Can I use my own Equipment?
What are the equipment charges?
What happens when I have an Equipment Failure?
Are on site service contracts available?
Billing Questions
PICC: What is it?
USF: What is it?
What are the symbols P & T on the call records of my bill?
Can I pay by credit card?
What are the billing intervals on my calls?
What is the End user Common Line charge on my local bill?
What is the Local Number Portability (LPN) charge on my local bill?
What are Dual Party Relay charges?
Video Conference Questions
What is voice activated switching?
Do I have to have the equipment on site?
Can I use my
own video conferencing equipment?
What is Universal Conference Control (UCC)?
Is there help available during the call?
Webconference Questions
What is streaming media?
What is webcasting?
How does streaming media differ from traditional video transmitted over the Internet?
What is the difference between Internet video broadcasting, video on demand, video Conferencing, and streaming?
What is streaming typically used for?
What are the primary benefits of streaming media?
What are the cost benefits of streaming media for business applications?
Why do businesses need streaming technology partners?
Which platforms and operating systems do streaming solutions usually support?
Where does the streaming content come from?
What browser should be used?
What do I need to webcast an event?
What system capabilities are needed by the client PC to facilitate streaming?
Can supplementary media forms be integrated into streaming?
Are there security features?
As the host do I enter both the Participant Passcode and the Moderator
Passcode?
Answer: Yes. As the host/moderator you will need to enter the Participant Passcode and the Moderator Code as stated in the instructions on your conference card. Taking these steps will launch the call and allow you control over the enhanced features.
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Can someone else launch the call for me if I am late or can’t attend?
Answer: Yes. If you will be late or can’t attend the conference call, please appoint someone to dial-in and use the Participant Passcode and Moderator Code to launch the call. Because they have used the Moderator Code they will have control of the enhanced features using the touch-tone phone keys. If you call in late, you will only need to enter the Participant Passcode followed by the # sign.
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If someone else launches the call, is it possible for me to dial in later and have control of the enhanced touch-tone features?
Answer: Yes. It is possible for an assistant to launch the call and then hang up, allowing the conference to continue. You may then call in and enter the Moderator Code (after Participant
Passcode) to have control over the enhanced features
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Is there a limit to the number of people who can participate in my conference call?
Answer: Yes. AccessAnytime is available in 5, 10, 15 and 20 participant increments. When you first reserved your AccessAnytime number you selected one of these. Currently your call is limited to the number of people that you selected, but that can be changed at anytime by contacting a conferencing reservations specialists at 1-888-22CALL1.
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What happens if someone tries to enter the conference call before I have dialed in to launch it?
Answer: Participants who dial in early will be informed that the host has not called in yet. They will then be placed in Music-on-Hold until the call is launched.
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What if I can’t hear someone? Is there an operator available to assist me?
Answer: Yes. If you are having trouble hearing someone or need operator assistance press *0. An operator will speak privately with you, check the participant lines and increase the volume when necessary.
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I am an experienced
AccessAnytime user. Is there any way to speed up the call launch process?
Answer: Yes. This tip is recommended for experienced AccessAnytime users only. To speed through the call launch process begin entering the Participant Passcode and # as soon as you hear the welcome recording. Pause for a moment and once the recording begins enter the Moderator Code and #. If you don’t need to hear the rest of the message, enter # again and wait for 5 to 6 seconds. Your AccessAnytime call is ready to begin.
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What's included with AccessPipe DSL Service?
Answer: Unlimited access to the Internet with five email addresses and 10 MB of space for a professional web page. The service also comes with a dial-up account for back-up access to the Internet.
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What's not included with AccessPipe DSL Service?
Answer: The price for AccessPipe DSL Service does not include the cost for your telephone line, line splitter, modem/router or installation service. However, AccessPipe DSL Service allows simultaneous voice and data transmission, so you will now be able to access the Internet and fax or talk on the telephone at the same time using a single line.
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How can I determine if AccessPipe DSL Service is available for my office?
Answer: Please click on the AccessPipe DSL Service homepage to enter your telephone number to determine if service is available for your office. If you do not yet have your telephone number and want to determine availability on the basis of your new address, please call our Customer Service Representatives at 1-800-957-6468 or click here to e-mail a request DSL Info Request.
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What Geographical Area is Internet service available?
Answer: Internet services are available nationwide, however AccessPipe DSL is only currently available in the 9 state BellSouth serving area. We are actively pursuing solutions to broaden our service areas.
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If one of my numbers doesn't
qualify, will another number at the same location qualify?
Answer: Yes. In some cases, an individual customer location may have some telephone lines that qualify and others that do not. Unfortunately, not all telephone lines in an area served by AccessPipe DSL Service will qualify for service due to line conditions.
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Can I change my phone number to get a number that does qualify?
Answer: Changing your telephone number changes the number assigned to your physical telephone line, not the line itself. As a result, changing your telephone number will not affect the current availability of AccessPipe DSL Service at your location.
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What are the reasons why a line does not qualify for service?
Answer:
1. Your Business Office must be within 18,000 feet of the Telephone Company's Central Office. The actual length of your cable pair determines this distance, not the driving distance from your office to the Central Office.
2. The facilities serving the telephone line are not equipped to provide AccessPipe Service at this time.
3. The telephone line has been enhanced with special equipment to provide better voice quality that disrupts the signal needed for AccessPipe Service.
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How can I get a line that does qualify?
Answer: We can order a new phone line to your office without conditioning. This line would then have to meet all the other criteria necessary to provide service. We are always testing new technologies that may allow us in the future to deliver service to lines that are not currently eligible. Please continue to check with us to see if your are eligible. If you are interested in other data solutions, please e-mail us for more information.
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How does it Work?
Answer: A line splitter on your phone line splits your single phone line into two frequencies, one for data and one for voice. The data portion is then connected to your DSL Modem/Router. This splitter permits the use of your business phone without interrupting the Internet connection.
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What is DSL?
Answer: DSL is an industry acronym for Digital Subscriber Line technology, which delivers high-speed Internet access. Using your existing telephone line, it delivers download speeds of up to 50 times faster than (28.8) modems. The service lets you send data and voice over the same line so you can talk or fax while you surf.
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What is ADSL?
Answer: ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at high bandwidths on telephone lines to homes and businesses. Unlike regular dial-up telephone services, ADSL provides a continuously available connection. ADSL is asymmetric in that it uses most of the channel to transmit downstream to the user and only a small part to receive information from the user. ADSL simultaneously accommodates analog (voice) information on the same line. ADSL service is offered at downstream data rates up to 1.5 Mbps and upstream at 256 Kbps.
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What is SDSL?
Answer: SDSL (Symmetric Digital Subscriber Line) is a technology for transmitting digital information at high bandwidths on telephone lines to homes and businesses. Unlike regular dial-up telephone services, SDSL provides a continuously available connection. SDSL is symmetrical in that it evenly divides the channel to transmit data upstream and downstream to the user at the same speed. SDSL does not accommodate simultaneous analog (voice) information on the same line. SDSL service is capable of symmetrical speeds ranging up to 1.5 Mbps in both directions. Access Point currently does not offer SDSL service but has other products to fill this need. Contact our Customer Service Department to discuss our available options.
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How fast is AccessPipe DSL Service?
Answer: AccessPipe DSL Service provides the Internet to you at lightning-fast speeds. AccessPipe DSL Service can be up to 50 times faster than 28.8 Kbps modems providing up to 1.5 Megabits per second downstream and up to 256 Kilobits per second upstream. AccessPipe DSL Service also provides a continuous connection to the Internet so you will never have to wait to dial in again. Average time to download a 3.75MB video clip.
14.4 Kbps dial-up modem: 35:53
28.8 Kbps dial-up modem: 17:47
33.6 Kbps dial-up modem: 15:14
56 Kbps dial-up modem: 09:09
1.5 Mbps:
00:20
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What other speeds are Available?
Answer: Currently AccessPipe DSL Service is only available in 1.5 Mbps downstream and 256 Kbps upsteam. Other variations in speeds are available utilizing Frame Relay, Fractional T-1, T-1 and DS3. Contact us to discuss your needs.
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How do I upgrade my Service?
Answer: Contact our Sales Department to determine if your line is qualified for additional speeds or to discuss our other service offerings.
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How does AccessPipe DSL Service compare with ISDN?
Answer: AccessPipe DSL Service offers speeds up to 1.5Mbps downstream and 256Kbps upstream, so it is even faster than ISDN. In addition AccessPipe DSL Service sends data and voice over the same line, so you can talk on the telephone while connected to the Internet.
Average time to download a 3.75MB video clip (Min: Sec):
64 Kbps ISDN: 08:00
128 Kbps ISDN: 04:00
1.5 Mbps: 00:20
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How does AccessPipe DSL Service compare with Cable Modem?
Answer: AccessPipe DSL Service offers an excellent way to browse the Internet at lightning fast speeds. You get speeds up to 1.5Mbps downstream (256Kbps upstream) and it runs over your existing telephone line. Cable modem has a shared connection and speeds vary based upon utilization of the circuit by others on the network.
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Will I have to change my e-mail address with AccessPipe DSL Service?
Answer: If you are currently using another e-mail service i.e. AOL or
Earthlink, you will be required to switch your address to either your own domain or the AccessPipe domain. You will be provided with up to five new e-mail addresses at no additional costs.
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How do I get a Domain Name?
Answer: Check availability of your desired Domain Name by using our Domain Name Search Tool. Access Point offers full registration services at a minimum additional cost.
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What if I need help developing my web site?
Answer: Web design and creation services are available through our professional design partners at a contracted hourly or project rate. To speak with one of our Professionals about your design requirements please click here to complete a Contact Information form. One of our consultants will contact you shortly to discuss your needs.
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How do I upgrade my Web Site?
Answer: AccessPipe comes standard with 10 MB of web space. Additional storage capacity is available at minimal cost. Your web site can also be enhanced to manage e. Commerce. To speak with one of our Professionals about your e.Commerce requirements please click here to complete a Contact Information form. One of our consultants will contact you shortly to discuss your needs.
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What is a Dynamic IP?
Answer: IP stands for "Internet Protocol". An IP address enables a computer to be identified on the Internet while the user is on-line. A dynamic IP address is one that is temporarily assigned to a user from a pool of IP addresses from a centrally administered server. The user has a different IP address each time
they log onto the Internet.
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What is a Static IP?
Answer: A static IP address is a "fixed" IP address assigned to a specific computer or other device on a network. The IP address remains the same and is associated with that computer or device. A static IP address is includes with your AccessPipe account.
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Will I be able to Videoconference?
Answer: Yes AccessPipe DSL Service provides one of the fastest dedicated links to the Internet for your business. Now you will have the capability to view video connections to your business partners with greater speed and clarity.
Note: Equipment and software required for videoconferencing not included.
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Is there a flat rate price with unlimited usage?
Answer: Yes. Customers receive unlimited use of AccessPipe DSL Service for one flat monthly rate without having to pay for extra hours.
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Are there additional usage charges?
Answer: No. There are no additional usage charges. AccessPipe DSL
Service provides you unlimited web usage for a fixed flat rate price!
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What type of Firewall Services are
Available?
Answers are being developed.
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What type of VPN Services are Available?
Answers are being developed.
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What are the installation charges?
Answer: Professional Installation is available for AccessPipe DSL Service. Cost is $199.95. This includes a reasonable amount of inside wiring that may be required to install the service at your business.
customer premise equipment (modems/routers and line splitters) are not included in the installation charges.
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Can I do a Self Install?
Answer: Yes, 80% of our customer base has been successful in installing their service. We will provide the necessary documentation to accomplish this task. When the equipment is purchased from Access Point the modem/router
will be preconfigured, tested & shipped to your location. In some instances some inside wiring may be required to complete the installation. Technical support via telephone is available on a 24 X 7 basis.
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What are the Service Activation charges?
Answer: For a limited time, Service Activation is $50.00 for all orders.
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How will I be billed?
Answer: Your AccessPipe DSL Service charges will appear on your monthly Access Point telephone bill. Please note that you will be billed one month in advance for your service. In addition, your first bill will most likely contain fractional charges for the period of time when your service was initiated up to your bill date. If a modem or a router was required with your service, those charges will appear on the Other Charges and Credits section of your bill.
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Where will my AccessPipe DSL Service charges appear?
Answer: Your AccessPipe DSL Service charges will appear on the Access Point Internet Service portion of your bill. Modem or router equipment charges will appear on the Other Charges and Credits section of your bill.
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Who do I contact for billing questions?
Answer: Check out our Customer Care web page to find answers to your commonly asked billing questions. You can also calling us at 1-800-957-6468 with your questions or e-mail us at
customerservice@accesspointinc.com.
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What additional equipment will I need?
Answer: AccessPipe DSL Service requires a Line Splitter, a USB Port or an Ethernet Network Interface Card (NIC) and a compatible DSL modem/router. The line splitter is the interface between your copper telephone lines and your DSL modem/router. The USB Port or Ethernet card connects the DSL modem/router to your PC or network. At your request Access Point will coordinate the delivery and installation of your DSL service and equipment.
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Can I use my own Equipment?
Answer: Yes, however while most customer premise equipment is compatible with our Central Office Switches we cannot guarantee compatibility. In addition we will not be responsible for configuring, trouble shooting and monitoring of customer provided equipment.
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What are the equipment charges?
Answer: See our Price List for current hardware offerings.
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What happens when I have an Equipment Failure?
Answer: If the equipment is under manufacturer warranty we will replace the unit at no cost. Should the unit be provided under our rental plan it will also be replaced at no additional charge. If the customer owns the equipment at the time of failure they will be responsible for repair or replacement costs.
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Are on site service contracts available?
Answer: Yes, for either a monthly fee or a one time annual payment.
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PICC: What is
it?
Answer: PICC ( Pre-subscribed Interexchange Carrier Charges) represents the fees that long distance carriers must pay to the local telephone companies for the use and maintenance of local telephone lines. These fees are billed to your long distance carrier by your local telephone company and are used to offset the costs of connecting your telephone service to your long distance carrier while helping to reduce long distance rates. If Access Point is providing your local telephone service then we pass these fees along to the underlying local carrier whose facilities we are using, such as BellSouth or Verizon.
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USF: What is it?
Answer: The USF (Universal Service Fund), created by the federal government, is designed to help ensure first-class, affordable telecommunications service for all consumers across the country, especially residents in high-cost rural communities and low-income areas. Additionally, the Federal USF helps to fund discounted telecommunications services for schools, libraries and rural health-care facilities.
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What are the symbols P & T on the call records of my bill?
Answer: (P) stands for pay telephone. This indicates that a call to your toll-free number originated on a payphone. This type of call has this designation to signify that there is an additional charge associated with it. When someone calls your toll-free number from a payphone a calling surcharge of 29 cents is charged to your account. These surcharges are forwarded to the owner of the payphone as compensation for providing the payphone station free of charge to people who walk up and use the station with a toll-free number.
(T) Stands for Travel Card. Calls with this designation were originated by using one of your travel cards.
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Can I pay by credit card?
Answer: Yes, you can. We accept Visa and MasterCard. Call us at 1-800-957-6468 to set up this pay option.
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What are the billing intervals on my calls?
Answer: We bill long distance calls in 6 second increments with a minimum 18 second charge. Local calls in most areas are billed in full minute increments.
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What is the End User Common Line charge on my local bill?
Answer: Local Phone companies recover some of the costs of the telephone line connected to you home or business through a monthly charge on you local telephone bill. This charge is usually called the Subscriber line charge. It is sometimes called the "Federal Subscriber Line Charge" because it is regulated by the FCC and not by state public utilities commissions. Local telephone companies collect subscriber line charges to cover part of their costs of operating and maintaining the local telephone network.
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What is the Local Number Portability (LPN) charge on my local bill?
Answer: (LPN) Local Number Portability is the ability of users of telecommunications to retain, at the same location, existing telephone numbers without impairment of quality, reliability or convenience when switching from one telecommunications carrier to another. The FCC has authorized the recovery of the charges associated with implementing the order through a federal charge assessed to end-users.
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What are Dual Party Relay charges?
Answer: This is a charge ordered by the Public Service Commission to be paid by all subscribers to fund the relay service for hearing/speech-impaired customers.
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What is voice activated switching?
Answer:
A conference mode where the video image of the
person speaking is seen by all other conferees. The speaker sees the video image of the previous speaker.
When a new speaker begins talking, the video switches to the new
speaker.
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Do
I have to have the equipment on site?
Answer:
Access Point’s room reservation
service provides booking of all resources required to hold a
videoconference, whether it is point-to-point or a conference with
multiple sites. Resources
are reserved, conflicts resolved, billing information collected, and
confirmations sent to all participants designated by the host.
The service also provides public video room location services. Included in this service is the following:
Standard video reservation services are available
6:30 a.m. to 7:00 p.m., Monday through Friday with the exception of
holidays, for all video services.
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Can I use my own video conferencing equipment?
Answer: Yes. Access Point's multi-point service for video and document conferencing interfaces with the latest in MVS technology. Our service supports a variety of transmission speeds with H.320 standard compliant video equipment. Our multi-point platform enables customers to access sites that offer different network transport providers. Through dial up phone lines and internet access, we can link any number of sites for application sharing, whiteboarding and data collaboration.
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What
is Universal Conference Control (UCC)?
Answer:
A customer feature that enables an endpoint to manage an H.320 conference out-of-band. UCC is intended to provide a number of powerful services similar to, and in lieu of, H.243 Chair Control. The controlling terminal for UCC Star is a regular touchtone telephone, such as that used by an Audio Add-On party. The terminal does not receive audio, video, or data from the conference it is managing, and it does not transmit this media to the H.320 conference multiplex. UCC P&C (Point and Click) provides an alternative user interface to UCC Star; namely, a graphical-user interface (GUI) on a PC.
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Is there help available during the call?
Answer:
Your conference operator will verify each participant's presence and check for sound and video quality at the start of each conference. Upon request, an operator will direct their full attention to the video monitoring of a single conference so they will be immediately available to manage any requests or special instructions that may be directed to them from the meeting.
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What is streaming media?
Answer: Streaming media can be motion video or audio that is transmitted over IP networks and then viewed "on the fly" as the client PC receives it. Live or pre-recorded audio/video content is encoded (digitized and compressed) and then transmitted over the Internet or an Intranet as 'packets' of information. Data is received and decompressed by the end-user using a player that is integrated into the browser or downloaded from the software developer's web site
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What is webcasting?
Answer: Webcasting is the transmission of audio and/or video content over an IP network. Essentially, it means broadcasting over the Web.
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How does streaming media differ from traditional video transmitted over the Internet?
Answer: Traditional methods for IP video delivery required the entire video to first be downloaded to the client PC before viewing could begin. In most cases, this was a lengthy process and consumed large amounts of disk space. Conversely, streaming technology requires no data to be downloaded. Viewing can begin after a short buffering period
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What is the difference between Internet video broadcasting, video on demand, video Conferencing, and streaming?
Answer: Video broadcasting utilizes network-friendly IP Multicast to send one stream of data per program to an unlimited number of simultaneous viewers and is appropriate for larger audiences.
Video on demand (VOD) provides audiences the ability to access programs, which are pre-recorded and archived. A separate stream of data per program is required per viewer.
Video conferencing is a scenario that allows individuals to actually view materials and collaborate in real time with one another at different locations with dedicated hardware over a bandwidth-intensive network.
Streaming is an efficient form of video broadcasting that can reach a potentially unlimited audience size and is highly scalable. It is an "anytime and anywhere" scenario which can support all three models of video distribution described above. It can be facilitated over the existing infrastructure of the Internet and requires only minimum requirements on client PCs
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What is streaming typically used for?
Answer: Streaming has myriad applications, which are significantly increasing as the technology progresses. Predominantly, streaming is used for:
Large-scale business communication, including virtual meetings, news delivery, and training
Education or distance learning
Entertainment, such as Internet broadcasting of sports, music, and film
Advertising, like interactive ad productions and virtual showrooms.
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What are the primary benefits of streaming media?
Answer:
Streaming media enables content providers:
reduces many of the inefficiencies associated with traditional forms of communication.
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What are the cost benefits of streaming media for business applications?
Answer: Streaming media is an effective, yet affordable, method of content delivery over the Internet. It is a secure and reliable platform for communication and collaboration among individuals around the world. It eliminates many costs associated with travel and materials distribution. Moreover, it increases efficiencies in education and training, which has proven to increase a company's productivity and competitive edge.
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Why do businesses need streaming technology partners?
Answer: Modern businesses need an interactive medium for enterprise communications that’s a comprehensive solution for the delivery of live or pre-recorded multimedia presentations to desktop PCs over the Internet or corporate intranets. Technology Partners and Integrators enable the facilitation of these capabilities into organizations. These strategic partners help to create “corporate channels” in which individuals can exchange business-critical information in an efficient manner. It also enables them to build knowledge assets by centrally storing and managing information.
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Which platforms and operating systems do streaming solutions usually support?
Answer: Most technology partners and integrators offer a platform-independent solution that operates in Windows 95/98, Windows 2000, Windows NT, UNIX, and MAC operating environments.
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Where does the streaming content come from?
Answer: To operate smoothly over the Internet all content resides on the hosting companies streaming enabled servers and is streamed directly to the desktops of authenticated end users. Streaming servers can be co-located at IDC's (Internet Data Centers) in order to maintain optimum performance and assure constant reliability.
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What browser should be used?
Answer: Streaming Technologies are usually compatible with most browsers, including the prominent Internet Explorer and Netscape Navigator.
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What do I need to webcast an event?
Answer: All one needs to webcast an event is the necessary information to prepare a unique presentation and the contact information of target audiences for notification; Access Point does the rest. End-users must have the technical capacity to watch the presentations.
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What system capabilities are needed by the client PC to facilitate streaming?
Answer: The following minimum system requirements are necessary to enable streaming:
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Can supplementary media forms be integrated into streaming?
Answer: Yes, Access Point offers the capability for video to be played in one frame while other forms of media appear in adjacent frames. Such things as text, graphics, and animation can be integrated and synchronized with the video in progress. These can take the form of PowerPoint slides or portable network files such as HTML, GIF, and JPEG. All elements are contained within the browser window throughout the entire presentation. Also, the user has the ability to concurrently send/receive e-mail, engage in chat, or browse the Internet by opening additional windows
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Are there security features?
Answer: Privacy is enhanced by password protection and encryption to assure only authorized viewers have access to specific programs.
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