Charlotte business telephone system support from TelWare.


What Are the Disadvantages of Unauthorized (Grey Market) Resellers?

Products, like business phone systems, may be of questionable integrity. There is no guarantee to the quality or reliability of the product that is purchased through an unauthorized (grey market) reseller. In many instances the equipment advertised by unauthorized suppliers as “new” or “unused” is in reality:

  • Old vintage products can cause operational issues.
  • Used equipment, made to look like new equipment.
  • Modified or tampered with, i.e., internal electronic circuitry has been altered.
  • Damaged goods, as a result of unsupervised shipping and transport.
  • No longer in the original manufacturer packaging, i.e., missing or bogus labels.
  • Cannot receive critical engineering support from Avaya.
  • In most cases, customers are misled about certified technicians and documentation available through an unauthorized reseller.

Why Should I Conduct Business With an Avaya Authorized Partner?

As authorized channel partners, TelWare has undergone extensive training and certification through Avaya to perform site profiles and install any Avaya product. This quality of service and support guarantees that the highest level of customer satisfaction is provided. Authorized channel partners are well equipped to perform a quality audit for our customers on their existing systems, assess the site-specific requirements, and as needed, provide full upgrade assistance.

The benefits listed below are only a few of the advantages you receive when doing business with a Avaya channel partner. Only authorized Avaya channel partners can:

  • Validly license your Avaya software
  • Extend any Avaya factory warranties to our customers
  • Obtain technical support services from Avaya
  • Obtain Avaya Software Upgrades to license our customers
  • Convey any Avaya Support Commitment Letter to our customers
  • Obtain access to Avaya engineering, system configuration and pricing tools
  • Obtain access to sales, technical, installation, maintenance, and training courses
  • Participate in Avaya sponsored promotions, marketing programs and product events

What Are Some of the Advantages of VoIP?

VoIP benefits are many. However, the main one of the many benefits is cost. All of the other VoIP benefits combined may not add up to the savings most companies experience when switching to VoIP. Those who switch to VoIP may expect savings of between 30 and 50-percent off of their traditional phone bills and sometimes more.
A second VoIP benefit is clarity. A few years ago, talking through VoIP was like talking through a tin can with a string. Calls were distorted, lagging and many times dropped. Times have changed and with new VoIP technologies the call clarity is better than ever.

Portability is also another benefit of VoIP. Users can make calls from anyplace where there is high-speed Internet access. In addition, wireless VoIP can take advantage of low cost calls from anywhere there is a WiFi hotspot. Typical spots may be airports, hotels, cafes and other locations.

Another of the big VoIP benefits is features. While the traditional phone companies charge for features like call waiting and caller ID, many VoIP providers offer these as a standard. Call forwarding and voicemail are also offered as standard features by many VoIP service providers. It’s clear for many that the VoIP benefits far outweigh the disadvantages. Now is a great time to get started in VoIP!

Why Do I Need a Service/Maintenance Agreement?

To budget for fixed costs. Most manufacturers offer at least a 1 year warranty. This is all well and good, but who pays the labor required to identify simple malfunctions from truly faulty parts, and then professionally remove, (without voiding the manufacturer’s warranty), while directly dealing with the manufacturer? Unfortunately the manufacturer’s warranty does not cover these services. They certainly won’t pay a service company to perform this duty on your behalf. With a maintenance contract you are ensured that your phone system is never down for long and you will never have to pay for a new part when damage is experienced through normal use. In addition, common maintenance practices, such as remote changes and premise visits are provided at a discounted rate. Contact Customer Service for additional information on our maintenance plans!

Who Do I Call for Service and Repair?

For any problems you encounter with your phone system, or to request moves, adds, or changes to your system you may use the Request Service form on our website or you may call our office 24 hours a day toll-free at 1.800.637.3148. Please allow time for our on-call technician to return your call when calling after hours, weekends, or on holidays.

How Do I Update My Business Phone System’s Clock to Adjust for Daylight Savings Time?

Twice a year your phone system’s clock may need to be adjusted to compensate for daylight savings time. Below are quick and easy instructions to help guide you. Start by selecting which system you have:

  • Comdial Nortel Norstar
  • Comdial DX 80 Nortel BCM50
  • Vertical DX 120

Don’t see your system listed here? Give us a call toll-free at 1-800-637-3148.

What is a Session Border Controller?

A session border controller (SBC) is a device used in Voice over Internet Protocol (VoIP) networks to exert control over the signaling and the media streams involved in setting up, conducting, and terminating telephone calls.  An SBC acts a router between the enterprise and carrier service, allowing only authorized sessions to pass through the connection point (border). An SBC performs security functions designed to protect the network and other devices from malicious attacks such as a denial-of-service (DoS) and toll fraud.  SBCs also provide topology hiding, malformed packet protection, and encryption of signaling (via TLS and IPSec) and media (SRTP).


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