Frequently Asked Questions

Need help? We’re here for you. Here are some of our most frequently asked questions:


1. The Basics

What’s a cloud-based (VoIP) phone system?

“Cloud-based” means that the core technology providing the business phone and fax system is located in our multiple secure data centers and delivered to your business over the web. This eliminates the need for capital investment and the hassle of installing and managing complex hardware in your office.

How do I know if a PriorityOne system is a good fit for my business?

A cloud-based system is useful to any size business, but it’s particularly valuable to small and medium companies that do not have tens of thousands of dollars to invest in receptionists, information or telecommunication systems, and dedicated technology staffs.

At PriorityOne we pride ourselves on our dedication to creating the best system for your business. We make sure you have a product that will suit your business’s individual needs.

What kind of quality can I expect using a hosted phone system?

With PriorityOne,  you can expect superb sound quality and reliability. Our platform is built on Broadsoft’s softswitch, the most reliable softswitch technology in the world, guaranteeing clear calls and connectivity. To top it off, our certified and tested hardware comes with the latest HD voice technology for unparalleled clarity.

Not sure what your bandwidth needs are? PriorityOne provides a QOS router that prioritizes your voice traffic. A PriorityOne specialist can review your current setup and assess your needs. How much bandwidth you need generally depends on the number of concurrent calls your employees make and the types of data services they use.

2. Purchasing your system

Do I need to replace my phone system?

Yes and no. As with any VoIP service, you need VoIP phones or a VoIP adapter. PriorityOne can completely replace your current phone system and provider. Or, we can work with your existing system and provide a SIP Trunking service. 

How much does a PriorityOne system cost?

PriorityOne offers simple, all-inclusive pricing with a predictable, low monthly cost.

All packages include everything you need for your business, including a cloud-based business phone system, phone and fax service with unlimited calling and faxing anywhere in the US and Canada, online meetings and conferencing, advanced call management, auto attendant, and more. See our Plans and Pricing page for more information.

3. Your business and PriorityOne

Can we keep our numbers?

In most cases, yes. When you inquire about or purchase a PriorityOne solution, please indicate that you wish to keep your numbers. It can take 2 to 4 weeks for your current phone company to release your numbers.

Do I “own” my number? Can I keep my toll-free or local number if I choose to cancel?

The number you receive upon sign-up is your own toll-free or local number. If you have paid for at least one month of service and your account is active and in good standing, you may keep your numbers. There is no charge for transferring out numbers. Your account must remain active and in good standing during the number porting process.

Do I need to re-cable my office?

Although it is an option, in most cases no. PriorityOne offers several options to access our system through your existing data network.

Will this interfere with my data network?

No. PriorityOne works outside of your data network.

Will I save money?

In most cases, our new customers save between 30-50% compared to their previous, traditional phone systems. The amount you save depends on your usage and requirements.

What if there is a disaster at my business location?

PriorityOne specializes in disaster recovery and has business continuity capabilities inherent to the system. We will route calls to an alternative device, such as a cell phone or another location, if our system determines that your business is down. This also applies if electric or Internet access is down at your business location.

4. Using your system


What’s involved in setting up my PriorityOne phone system?

Once you’ve purchased a PriorityOne system, you will receive an install date, if necessary. If you already meet the minimum internet requirements, your system will be ready as soon as you have your phones. So you can immediately receive calls and customize your Auto-Attendant, answering rules, and virtual extensions from your online account.

What are the minimum system requirements?

Because your phone system is in the cloud and delivered online, the only equipment you need in your office are your IP phones and a router with an Internet connection. 80-100KBPs have shown to be the minimum Internet connection speed needed in order to have a quality phone call.

To use the PriorityOne portal, you need the following specifications:

For Windows 7 (or later):

  • 2 GHz (32-bit or 64-bit) processor
  • Minimum of 1 GB of RAM
  • 300 MB of hard drive space

For Mac OS X® 10.8 Mountain Lion (or later):

  • Intel® processor
  • Minimum of 1 GB of RAM
  • 300 MB of hard drive space

Can I create my own personal greetings and hold music?

Yes, you can record your own personal greeting or special marketing or holiday message. You can upload hold music as .wav files.

Do you provide phone and customer portal training?

Yes. Priority One has an extensive phone and portal training program for our customers.

How do I reach support?

You can call 866-578-5355 or log in to the client portal on our website to submit a trouble ticket.

Not seeing the answer you’re looking for? We’re here to help. Contact us today!