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FAQ'S

CONFERENCING

Q. Do I need to register?
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With Instant Conference you can get connected straight away — there is no registration needed.

For more advanced features you need to register for an Upgraded or Pro Account. It’s free to register and only takes a minute.

Q. Which option is right for me?
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Click here to compare our conferencing services.

Q. How many people can I have on my conference call?
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Instant Conference: up to 50 people. Upgraded User: up to 50 people. Pro User: up to 300* people.

*Parties up to 300 people requires a 5 working day notice period.

Q. Do I need special equipment?
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No, our conferencing solutions are as simple as making a call. You can call on any landline or mobile phone, in the UK or abroad.

Q. How good is the sound quality?
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The quality of our conference calls are excellent and clear. We only use premium routing and Tier 1 telecommunications networks to ensure that your calls are not affected by external factors like internet traffic.

Q. When is the service available?
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Our conferencing solutions are available to use 24/7.

Q. Is there a limit to the duration or number of conference calls I can make?
VIEW ANSWER

No. You can call as often as you like and stay connected for as long as you need.

Q. What number do I dial?
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For an instant call you can use the following numbers:

From the UK: 0844 848 4444

From Austria: 0820 4011 5641

From Belgium: 070 35 47 87

From France: 0826 100 287

From Germany: 01803 002 131

From Ireland: 0818 275 679

From Spain: 902 886 065

From Sweden: 0939 1190 107

From elsewhere - UK Global Access: + 44 844 822 1100

If you host regular global conference calls or need better pricing for your mobile phone users, we have a wide range of international toll free and local UK numbers - find out more here.

Q. Can I dial-in from abroad?
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Yes. Instant, Upgraded and Pro Users can use any of the Standard Access Numbers, including the Global Access Number +44 8448 22 11 00. Pro Users can also use a wide range of international toll-free access numbers and other UK numbers, including a London ’0207’ telephone number.

If you need any help, call us on 0330 333 0330 (dialling from the UK)  or  0113 237 5070 (if dialling from abraod)

Q. Where can I dial the Global Access Number from?
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The Global Access Number of +44 8448 22 11 00 is widely supported by telephone carriers across the globe. Although this list is not exhaustive, our conferencing service regularly receives calls to this number from the following countries:
• Arabia
• Argentina
• Aruba
• Ascension
• Australia
• Austria
• Azores
• Bahrain
• Bangladesh
• Belgium
• Bulgaria
• Cape Verde
• Chile
• China
• Colombia
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Egypt
• Estonia
• Finland
• France
• Germany
• Ghana
• Greece
• Hong Kong
• Hungary
• Iceland
• India
• Indonesia
• Iran
• Iraq
• Ireland
• Island
• Israel
• Italy
• Japan
• Kenya
• Kuwait
• Libya
• Luxembourg
• Macao
• Madeira
• Malaysia
• Malta
• Mexico
• Monaco
• Morocco
• Netherlands
• New Zealand
• Nigeria
• Norway
• Pakistan
• Palestine
• Poland
• Qatar
• Romania
• Russia
• Saudi
• Singapore
• South Africa
• South Korea
• Spain
• Sweden
• Switzerland
• Taiwan
• Tanzania
• Thailand
• Tunisia
• Turkey
• Ukraine
• United Arab Emirates
• United Kingdom
• USA (all major cities)
Q. What can I do if my Carrier doesn’t support the Global Access Number?
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If you have any problems dialling +44 8448 22 11 00 from abroad, you can:

• speak to your Telephone Carrier

• contact Diva Telecom’s Support Team on 0330 333 0330

• upgrade to a Pro User account Pro Users can use a wide range of international toll-free numbers or UK numbers beginning ’01’ or ’02’.

Ask us about upgrading your account if you regularly need to dial-in from abroad by calling 0330 333 0330 (+44 844 873 2353).

Q. Can I dial-in from a mobile phone?
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Yes, all standard access numbers can be dialled from a mobile phone. If callers regularly dial-in from mobiles, we recommend upgrading to the Pro User account. With this you have access to UK numbers beginning ’01’ and ’02’, which are normally included within a mobile minute ’bundle’. This can save you as much as 20p per minute.

Call us for more expert advice on 0330 333 0330.

Q. Do I need to pre-book my conference call?
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No there’s no need to reserve*. Diva Conferencing is ready when you are. Simply invite your callers to dial-in and enter their PIN to connect.

*Parties of 300 people requires a 5 working day notice period.

Q. How do I let my participants know about the details of the call?
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With an instant call, you simply set a date and time for your conference and invite your callers by email.We’ll send them an invitation telling them what to do and when.

With a Pro User account, you have the option of inviting guests by email or a free text message.

Q. Can I record conference calls?
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Yes. Pro Users can subscribe to Call Recording and record all conference calls from any conference room with this service.

Contact us for expert advice on 0330 333 0330.

Q. Is the service secure?
VIEW ANSWER

Your conference room is completely private and the call is as secure as you dialling direct to the other callers.

Regular and Pro Users can also lock the room to other participants using in-call controls, and other free security features such as announcing the caller’s name.

SMS

Q. How long can a message be?
VIEW ANSWER

One message can be up to 160 characters and will use 1 credit for UK mobile. If your message is more than 160 characters it will be split into multiple message parts of 152 characters. These parts include a header that enables the receving phone to re-assemble them into one big message, this uses 8 characters.

The maximum size of a split message is 608 characters, which is 4 parts. For UK mobiles, you will be charged 1 credit per message part.

Q. How long does it take to send a message?
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Generally messages will be delivered within 60 seconds; however this depends on the recipients’ mobile provider, at peak times there can be a delay of a few minutes.

Q. What will happen if the number is wrong?
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It will appear on the report as Invalid Number if the number is not in use.

Q. Do I need any special software/equipment installed?
VIEW ANSWER

No, it is web-based, so all you’ll need is a computer with internet access.

Q. Can I operate the system off-site?
VIEW ANSWER

Yes. The system is web based and so can be used from anywhere, this means that if your office is closed in an emergency, the lines of communication will still be open.

Q. Are there any on-going commitments?
VIEW ANSWER

No. You can cancel at any time; if you are on a monthly plan then you’ll be billed for the current month and then never again.

If you are a PAYG customer then we don’t refund unused messages but they are valid for 12 months and you can send them at any time you wish within 12 months of purchasing them.

Q. Why are my messages using more than 1 credit?
VIEW ANSWER

Messages will use more than 1 credit if:
- you are using over 160 characters per message
- you have sent messages to an international numbers which use 2 credits

Q. What is email to SMS?
VIEW ANSWER

Email to SMS works like email, but rather than sending an email message to someone’s PC, it sends an SMS text message to their mobile phone. You can simply use your email as normal, and if you wish you can add an email SMS address to your normal email address book e.g. (07711223344@divatxt.co.uk)

Q. Can I use the email to SMS service from more than one email address?
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Yes. You can add as many email addresses as you need and even an entire domain or mail server.

Q. Can I mix-and-match normal emails and SMS recipients?
VIEW ANSWER

Yes. When you are sending messages, the only difference between an SMS email and an email is the address you send it to. You can send the same email message to any number and combination of email and SMS email addresses.

Q. Can the person that I send the message to reply to it?
VIEW ANSWER

Yes. As long as you are not using a customised sender id, all they need to do is reply to the message in the normal way from their phone. The message will then be sent back to the email address you used to send the original message from.

Q. Can I send a text message to someone in a different country?
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Yes. If the recipient is usually in the same country as you are, then you just send the message as normal. However If their phone is registered abroad, then you will need to replace the leading ’0’ with the appropriate country dialling code. e.g. If you live in England and have a French recipient whose mobile phone number 07711223344, the number to which you would send your message would be ’337711223344’, with 33 being the dialling code for France.

Q. Can SMS email interfere with my normal email in any way?
VIEW ANSWER

No

Q. How do I buy messages?
VIEW ANSWER

You can pay for your messages in advance by topping-up your account using your credit or debit card. You may top up between 500 and 50,000 credits.

Your credit card transaction is handled on our behalf by Barclaycard.

UK Calling Charge Changes

Q. What is UK Calling
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UK Calling is the information campaign being led by Ofcom, the communications regulator, to help explain the changes that are happening to make telephone charges clearer. Ofcom is working together with major phone companies.

Q. Where can I get more information
VIEW ANSWER

Please visit Ofcom website to get more information. 

Q. How service number call charges work today
VIEW ANSWER

At present, the information you see or provide about the cost of calling a service number often looks something like this:

“Calls will cost 10 p per minute from a BT landline. Other landlines may vary and calls from mobiles may be considerably more.”

 

From the consumer’s perspective this makes it difficult to know what the call will cost, unless you happen to be calling from a BT landline.

Q. How will service number call charges work in the future
VIEW ANSWER

From summer 2015, the cost to the consumer of calling a service number (starting 084, 087, 09 or 118) will be split into two parts:

1)    An access charge. This goes to the consumer’s telephone provider. The access charge to calls to service numbers will be made clear on consumer’s bills and contract. The access charge will be a pence per minute (ppm) rate.

2)    A service charge. This is the remainder; it includes any revenue going to the service provider (that’s you, the party being called), as well as revenue going to the ‘terminating call provider (the company which provides the number to you).

At the same time, all Freephone numbers beginning 0800, 0808 or 116* are being made free for consumers to call from mobile phones, just as they usually are from landlines.

Let’s take an example

Consumer X’s phone company charges him 6 ppm for calls to service numbers – that’s their access charge. And let’s say that the service charge for a particular number Consumer X wishes to call is 10 ppm. In this case Consumer X would see the following information:

“Calls will cost 10 ppm, plus your phone provider’s access charge”.

 

In this particular example, the call would cost 10 ppm (the service charge), plus 6 ppm (the access charge). So the call would cost Consumer X 16 ppm.

Q. Which UK numbers are affected?
VIEW ANSWER

These rules will apply to all consumer calls to 084, 087, 09 and 118 numbers across the UK, delivering clearer rates for everyone.

 

Calls to other numbers – those beginning 00, 01, 02, 03, 05 or 07 – are not affected.

Q. Do the charges apply to calls from mobiles and landlines across the UK?
VIEW ANSWER

Yes. These changes do not include the Channel Islands or the Isle of Man who have their own structure for these type of calls.

Q. What’s happening to Freephone numbers?
VIEW ANSWER

All Freephone numbers (which begin 0800, 0808 or 116*) are being made free for consumers to call from mobile phones, just as they usually are from landlines.

Q. Will 0500 Freephone numbers become free to call from mobiles?
VIEW ANSWER

0500 is a legacy Freephone number range. 0500 numbers are not part of these changes and calls from mobiles to these numbers will still be charged for. Ofcom has decided that the 0500 number range will be withdrawn from use in 2017.

Who will meet the cost of Freephone calls from mobiles?

The recipient of the call will be responsible for paying for the call, just as they are for calls from landlines and mobiles at present. The origination charge for the call will be subject to regulation that requires it to be fair and reasonable. Ofcom has set out guidance as to how this should be interpreted.

There may be an increased cost of operating an 0800, 0808 or 116* number, but the size of the increase will depend on the balance of fixed and mobile originated calls you receive. You should discuss this with your call provider. 

Q. Are any telephone numbers changing?
VIEW ANSWER

The new arrangements do not require any telephone numbers to change. None of the organisations offering services on service numbers will be required to change their number. Of course, businesses and public organisations may decide that this is an appropriate time to move to a new number type such as 03.

 

Q. Will the cost of calling the numbers we use change?
VIEW ANSWER

If you invite your customers to call you on a number starting 080 or 116, this will be free to call for consumers from mobile phones.

For the other affected number ranges, the ‘access charge’ element of the call will be determined by the caller’s telephone provider. Because the access charge will apply across the different non-geographic ranges, there may be a small change in the overall cost of some calls.

 

You will be advised of the service charge which will apply to your contact number by your call provider ahead of the implementation of the changes.

Q. Do I have to disclose revenue generated by calls to my number?
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I currently receive a share of the revenue generated by calls to my number. Will I have to disclose how much I receive from each call?

You will not be obliged to disclose how much you receive from a call. However, you will have to disclose the service charge for each call. The service charge is the sum of all revenue from the call which is not retained by the caller’s telephone company. The set service charge will be the same from all phones, and the level will usually be set for a given block of numbers allocated by Ofcom (typically these are in blocks of 10,000 numbers, but occasionally in 1,000 blocks). Your number provider will be informing you what the service charge will be for your service numbers.

Is Ofcom going to impose caps on the price of calls to certain numbers?

Calls to numbers starting 080 and 116* will be free to call for consumers. There will be caps on the maximum amount of the service charge for the other affected non-geographic numbers, with the exception of 118 directory-enquiry numbers, with caps varying according to the number range.

084 numbers will be capped at 7 ppm or 7 pence fixed fee (including vat), 087 numbers will be capped at 13 ppm or 13 pence fixed fee (including vat).

 

09 numbers will be capped at £3.60 per minute or £6.00 per call (including vat).

Q. When will these changes happen?
VIEW ANSWER

All the changes will be implemented in summer 2015. Ofcom are running a national consumer campaign, UK Calling, from January 2015 to make telephone users across the UK aware of the changes in plenty of time.

Q. What do we need to do?
VIEW ANSWER

You may want to discuss how this might affect your organisation and how you use service numbers with your number provider. It’s advisable to make your Customer Service and Marketing teams aware of the impending changes so they can plan for them too.

The new service charges for your service numbers will be formally communicated to you thereby providing notice to update marketing communications material to include the service charge. This is important because, for the first time, organisations will have to make clear the cost of calls to service numbers in print and on on-line material which they produce / publish. This information should take the form:

“Calls cost ‘x’ p per minute (or just ’x’ pence for fixed cost numbers) plus your phone company’s access charge” 

 

Companies offering Freephone service numbers should consider the potential additional costs they will incur through levies imposed on Freephone calls originating from mobiles. These additional costs will be explained once they are finalized.

Q. My business uses numbers affected by the access and service charges. What will change?
VIEW ANSWER

My business currently uses numbers affected by the access and service charges. We currently do not have to publish pricing information in adverts. Will that change?

 

Yes, in future you will need to include information about the cost of the service charge for calling these numbers in any print or on-line material. 

Q. Will access and service charges apply to calls from business lines to non-geographic numbers?
VIEW ANSWER

Most businesses make outbound calls to 08, 09 or 118 numbers. The new charging system (the access and service charges) applies to calls made from residential lines and consumer mobile phones. However, Ofcom anticipates that providers may extend the same pricing arrangements to business customers. You should speak to the phone company which provides services to your business about this.

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