Frequently Asked Questions

VoIP (Voice over Internet Protocol) sends phone calls over your internet connection instead of traditional copper phone lines. For businesses, this unlocks significant cost savings and a much richer feature set — auto-attendant, voicemail to email, mobile apps, video conferencing, and more.

A PBX (Private Branch Exchange) is the system that manages your business phone calls — extensions, transfers, hold music, call routing, voicemail. Traditionally this was expensive on-site hardware. A hosted PBX moves that system to the cloud. DVGVoIP manages the infrastructure; you just use the phones.

3CX is a leading business phone system platform used by over 350,000 organizations globally. DVGVoIP delivers 3CX as a fully managed hosted service, meaning you get enterprise-grade phone features without buying or maintaining any hardware. 3CX includes desktop and mobile softphone apps, auto-attendant, call queues, video conferencing, and CRM integrations.

A SIP trunk is a virtual phone line that connects your existing PBX to the public phone network over the internet. If you already have a PBX (3CX, Cisco, Avaya, Asterisk, etc.) and just want to replace expensive PRI or analog lines, SIP trunking is the right solution. You pay per concurrent call channel rather than per physical line.

In many cases, yes. Most modern SIP-compatible IP phones (Yealink, Polycom, Cisco, Grandstream) will work with 3CX after reconfiguration. DVGVoIP will assess your existing hardware during the free assessment and let you know what's compatible and what might need replacing.

Yes. Number porting transfers your existing business phone numbers to the DVGVoIP platform. Your customers dial the same numbers they always have — there's no disruption to incoming calls. The porting process typically takes 5–10 business days and is handled entirely by our team.

Most deployments are complete within 48 hours of receiving your signed agreement. Your 3CX instance is configured, extensions are set up, and staff are trained before we do the number cutover. Number porting (if required) runs in parallel and typically completes in 5–10 business days.

We coordinate the cutover carefully so there's no gap in service. During the transition period, both your old and new systems can run simultaneously. We schedule the number port cutover for a low-traffic time (typically early morning) and confirm everything is working before the old service is disconnected.

No — don't cancel it first. We initiate the port, and your current carrier releases the numbers once the port is approved. Cancelling early can make porting harder. DVGVoIP will guide you through the correct sequence.

Yes. Toll-free numbers (1-800, 1-888, 1-877, etc.) can be ported to DVGVoIP just like local numbers. We'll handle the porting process on your behalf.

Hosted 3CX plans start at approximately $19–$22 per user per month, all-inclusive with unlimited Canada and US calling, auto-attendant, voicemail to email, mobile apps, and support. SIP trunking starts at $20–$25 per concurrent channel per month. Most businesses save 30–80% versus their traditional phone bills. See our pricing page or request a custom quote.

DVGVoIP offers month-to-month service with no long-term contracts required. We believe in earning your business every month through service quality, not locking you in.

Standard deployments have no setup fees. Complex multi-site configurations or heavily customized call flows may involve a one-time configuration fee, which we'll disclose upfront in your proposal.

Your monthly rate covers your hosted 3CX PBX, SIP trunks, unlimited Canada and US calling, platform updates, security monitoring, and DVGVoIP support. There are no surprise charges at month end. International calling (outside Canada/US) is billed separately at per-minute rates.

No. Unlimited Canada and US long distance is included in all DVGVoIP plans at no extra charge. Calls to Thunder Bay, Toronto, Vancouver, or anywhere in Canada or the US are covered by your flat monthly rate.

Each concurrent VoIP call uses approximately 80–100 Kbps of bandwidth. A business with 10 staff that might have 5 simultaneous calls needs only about 500 Kbps dedicated to voice — a tiny fraction of a typical business internet connection. Most Northern Ontario business internet services handle VoIP without any issues.

DVGVoIP can configure failover routing so that if your internet connection drops, incoming calls automatically redirect to a mobile number, another office, or voicemail. Staff with the 3CX mobile app can also continue making and receiving calls over their cellular data connection.

Most modern business routers and switches work fine. For best call quality, we recommend QoS (Quality of Service) configuration on your router to prioritize voice traffic. DVGVoIP can advise on your specific setup during the assessment.

With 3CX, your staff can use: a physical SIP desk phone, the 3CX Windows or Mac desktop app, the 3CX web browser client (no software install needed), or the 3CX iOS or Android mobile app. All ring simultaneously when a call comes in.

DVGVoIP's hosted 3CX includes TLS and SRTP encryption for all calls, plus built-in SBC (Session Border Controller) technology that protects against toll fraud and VoIP-specific attacks. Our platform is monitored 24/7 for unusual call activity.

Yes, provided you have a reliable internet connection. DVGVoIP has customers in communities throughout Northwestern and Northeastern Ontario. If your location has business-grade internet (cable, fibre, or fixed wireless), VoIP will work well. We'll ask about your connection during the assessment and advise accordingly.

Absolutely — this is one of VoIP's biggest advantages for Northern Ontario businesses. Staff in Thunder Bay, Kenora, Dryden, Timmins, or anywhere else can all be on the same hosted phone system with the same extensions, the same auto-attendant, and the same professional caller experience. No expensive data circuits between sites required.

Yes. DVGVoIP provides local DID numbers with Thunder Bay area codes (807) and other Northern Ontario area codes. We can also provide toll-free numbers and numbers for other Canadian cities if needed.

Yes. DVGVoIP provides CRTC-compliant E911 service. Your registered address is transmitted to emergency services when you dial 911. For staff working from home or remote locations, it's important they update their registered address — we'll train your team on this during onboarding.

DVGVoIP provides phone, email, and remote support from our Thunder Bay office, Monday to Friday 9 AM – 5 PM ET. We also have after-hours emergency support for critical outages. You're not calling a national support queue — you're reaching the team that configured your system.

Yes. Training is included with every deployment. We walk your team through the mobile app, desktop softphone, and desk phone operation. We also provide written quick-reference guides. Most staff are comfortable within the first day.

Adding a new extension takes about 2 minutes in the 3CX management portal. DVGVoIP will do this for you on request, or we can train your office administrator to manage extensions directly. See the step-by-step guide →

For emergencies (complete loss of phone service), DVGVoIP has an after-hours emergency line. For non-urgent issues, you can email us and we'll respond first thing the next business day. Most minor issues can also be resolved by the 3CX self-service portal or mobile app.