General Questions

• Who brings the line(s) to the building and physically buries them, and what type of service is installed (i.e. T1)?
  Data T1 lines are installed by Verizon or other carriers that can meet Thing5’s terms for QOS
• What is Burstable IP Trunking?
  Burstable IP trunking refers to the ability to “burst” past the number of committed paths to other paths in the event that the call volume exceeds the locations capacity. This allows clients to pay only for the minimum capacity needed and not oversubscribe. Thing5 monitors usage and in the event of a client consistently bursting past their number of paths, they are notified to optionally purchase more.
• What are the upfront fees?
  Thing5 does not charge for set-up or installation; there is a charge for a certified router. Fees may apply in circumstances that require onsite visits.
• What area codes and prefixes can we have?
  Any area codes and prefixes can be used; Thing5 ports existing numbers or assigns new numbers based on the client’s request.
• What is the maximum number of simultaneous inbound/outbound calls that can be handled?
  The number of simultaneous in-bound/out-bound calls is virtually unlimited, up to the size of the bandwidth, with burstable trunking.
• What is Call Gating?
  Call gating is an immediate form of call distribution or call routing.
• If there is a power outage or network failure, how is the call routing activated?
  Your call routing process is established during the installation and is automatically activated in the event of power failures or network outages. Calls are immediately routed to the designated number(s), such as call center, cell phones etc. The routing can be changed/updated by users with the appropriate authority at anytime.
• How are maintenance of onsite equipment and repairs handled?
  There is a three year guarantee on parts and labor with a 4 hour SLA. The property is responsible for station cabling and legacy phones.
• What is the timing for any onsite repairs?
  Onsite repairs are addressed within 4 hours.
• What are the outbound calling rates for local and long distance?
  Out-bound and in-bound calling is included in our fixed monthly rate.
• What are the inbound toll-free rates?
  The in-bound toll free rate is .029 cents per minute.
• How are international calls billed?
  International calls are priced by location.
• Can we have both a local and a toll-free number?
  Yes, any location can have local and toll-free numbers.
• Who handles the assignment of the DID numbers?
  Thing5 assigns DID numbers.
• What is the difference between On/net and Off/net?
  On/net means that the client operates on our managed network; all Thing5 clients operate in an on/net fashion. Individuals that work off-site from the client location and connect to the raw Internet are off/net.
• Is hold music available?
  Yes, and it is customizable.
• Can 900 numbers be blocked?
  Yes.

Hospitality Questions

• For extended stay properties, do you have a method of assigning DID numbers to reach specific guest rooms?
  Yes, Thing5 assigns/ports DIDs for each guest room upon client request. The numbers can be rotated for an additional fee.
• Are voicemail boxes for guest rooms cleared and reset at guest check-out automatically with the PMS interface?
  Yes, this is part of Thing5’s hospitality specific, proprietary software.
• How are 911 calls handled? Does the front desk get any type of alarm or notice when a guest room dials 911?
  Thing5 requires that clients maintain their own 911 line. The front desk can be alerted via phone call, email or text message any time that an emergency call is placed.
• Is guest room phone service set to allow internal calls only at guest check-out and then re-opened at check-in?
  Yes, this is part of Thing5’s hospitality specific, proprietary software.
• Wake up calls can be set by the guest using their in room phone (analog phones)? How does the front desk set wake up calls for guest rooms?
  The front desk staff sets wake up calls via Thing5’s easy to use web-based dashboard. Hotel staffs have complete control over the wake-up call settings; they can create, delete, edit, view status (answered, vs. unanswered) and print reports on wake up calls at anytime. This is included withThing5’s proprietary hospitality solution.
• Will guest rooms with analog phones have message waiting lights when voicemail is present?
  Yes, setting message lights is fully supported with Thing5’s solution providing that the phone in the guest room has message light functionality.
• Can you support predefined phone buttons on analog phones such as room service, voicemail, etc.?
  Yes, Thing5 can support all of the traditional functionality found in guest room phones plus additional services such as forwarding calls to the guest’s cell phone.
• What service(s) does the hotel need to obtain directly from the LEC?
  The hotel needs only to purchase a POTS line.
• What is the cost for 411 calls and can these calls be billed to the guest folio via the PMS interface?
  411 calls are .45 cents per call, and can be billed to guest folio via the PMS interface.
• Can long distance calls for the hotel be billed at an established rate(s) (i.e. US long distance and international) to the guests' folios for the PMS interface?
  Yes, long distance calls are billed to the client folio at whatever rate the client prefers.
• For existing or older hotels, what is the lowest quality line to the guest rooms that can be supported?
  Thing5’s solution works anywhere there are working analog phones and any cabling including legacy, untwisted pair.
• Can high-speed Internet access go over the same data connection as the voice services?
  Yes, most clients use a single data connection, from 1.5 to 45 MB based on the location activity. Voice and data are dynamically allocated.
• From a front desk console, how many calls can simultaneously be placed on hold?
  Up to 24 calls can be placed on hold simultaneously.
• Can the hotel can keep its existing analog phones or purchase any type of analog phone they want for the guest rooms?
  Yes, there are no limitations on the type of analog phones that Thing5 can support.