Covad Integrated Access Service

General Questions
What is Integrated Access service?
What is the service level agreement (SLA) for Integrated Access?
What does the 30-day no-risk guarantee cover?
Does Covad Integrated Access provide the same phone system features as my current service?
How does the business continuity feature work?
Is faxing supported?
What if I exceed the recommended faxing limits?
Why are there issues with faxing over IP networks?
Are alarm systems or point-of-sale (POS) systems supported?
Can our company use an auto dialer or predictive dialer with the service?
Where can I learn more about the optional email and web hosting plans?

Phone Service
Can I keep my existing phone numbers?
Is there a charge for calls between my business locations?
Is there a charge for inbound calls?
Is there a charge for local calls?
How are local, long distance, and international calls defined?
What are the charges for incoming toll-free calls?
What are my options for long distance calling?
What are the per-minute international rates to different countries?
Can I choose the carrier for my long distance and international calls?
Can I request a specific area code and phone number when I order new phone numbers?

Equipment
What PBX systems do you support?
What type of equipment is provided with the Covad Integrated Access service?

Ordering & Installation
How do I know if I can get Integrated Access service at my business location?
How do I know what kind of PBX I have?
What happens once I place my order?
What does the Covad project coordinator do?
How long does it take to install Covad Integrated Access service?
Do I have to change anything on my current phone system to connect to Integrated Access?
What is the role of my PBX vendor in activating the new service?
Will Covad provide temporary phone numbers if the port of the existing numbers is going to take longer than the circuit install time?

Support
Who do I contact when I have questions about my Integrated Access service once it is installed?
What do I do if I need to move my office location, add phone lines, or make other changes to my service after it's installed?

Technical Details
How many public IP addresses are provided?
Are the IP settings on the data and voice network interfaces static or DHCP?
How much bandwidth is available for phone calls at any given time?
How much bandwidth does an internal call take up on the T1 circuit?

Terminology
What is VoIP?
What is voice-optimized access and dynamic bandwidth allocation?
What is provisioning?
What is porting? What does the term LNP mean?
What is SIP?

General Questions

What is Integrated Access service?
Covad Integrated Access service works with your existing PBX, IP PBX, or key system to provide cost-effective phone and Internet service over a single voice-optimized T1 connection to up to a multi-line bonded 6.0 Mbps T1 connection. It comes standard with four phone lines and supports a maximum of 56 phone lines. The standard Integrated Access service includes unlimited local calling across an entire LATA and free site-to-site calling between branch locations that have Integrated Access service. Integrated Access service also includes ten phone numbers with Integrated Access service over T1 1.5 Mbps and up to 50 phone numbers with Integrated Access over bonded T1 6.0 Mbps. Additional phone numbers, toll-free numbers, phone lines, and domestic long distance calling plans are available. Covad Integrated Access service is compatible with most key systems, analog and digital PBXs, and a growing number of IP PBX systems.

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What is the service level agreement (SLA) for Integrated Access?
Covad's goal is to provide 100% service availability during non-maintenance periods. We strive to provide the best possible service for our customers and to avoid unanticipated service disruptions. If you report problems or interruptions that make your service unusable for more than 15 total minutes in any 24-hour period you may be eligible for service credits. Please see Covad Integrated Access SLA in the Covad Customer Policies for details.

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What does the 30-day no-risk guarantee cover?
We are confident in our ability to meet your business needs. In addition to our SLAs, if you experience any problems with your service during the first thirty days and we are unable to remedy the issue to your satisfaction, you may disconnect the service for a full refund. You must return any Covad-provided equipment in working order. The refund includes any monthly fees and any upfront charges (excluding usage-based charges, missed appointment fees, and special installation charges), and Covad will waive any early termination fees.

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Does Covad Integrated Access provide the same phone system features as my current service?
Covad Integrated Access “passes through” the features that your current PBX, IP PBX, or key system provides—so any features provided by your current phone system will still be available to you. For example, if your phone system provides voicemail, you will still have voicemail. However, if you are using any features provided by your current voice provider that are not provided by your phone system, those features will not be available when you switch your service.

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How does the business continuity feature work?
An interruption of service (power outage, equipment failure, T1 line disruption) will trigger automatic forwarding of inbound phone calls to one or two alternate off-site telephone numbers that you designate. These can be cell phones, an answering service, home or office locations, etc.

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Is faxing supported?
Covad Integrated Access can support fax transmissions of up to three 20-page documents per hour. Companies with heavy fax requirements should maintain a separate stand-alone analog phone line for faxing. Fax machines should be set at 9600 BAUD for optimal results. Customers should refer to their fax machine manual for instructions on changing the BAUD rate. Covad Integrated Access service uses the G.711 codec and does not support the T.38 protocol.

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What if I exceed the recommended faxing limits?
Covad has successfully tested fax transmissions of 20 pages at a frequency of three times an hour. It is possible that higher usage may work, but it has not been tested. If you exceed the recommended faxing limit, it is possible that a fax may fail to complete properly or extra image lines may be added to the transmission. The more pages in a faxed document, and the more frequently documents are faxed, the greater the likelihood that this will occur.

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Why are there issues with faxing over IP networks?
Fax transmissions over IP networks are not very tolerant of latency or congestion. Fax packets over an IP network use UDP and are not automatically re-transmitted if there are errors. Missing packets can sometimes cause the fax to fail completely. If this happens, the customer can simply re-fax it.

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Are alarm systems or point-of-sale (POS) systems supported?
No. Covad strongly recommends that customers maintain a separate analog phone line for point-of-sale systems and alarm systems.

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Can our company use an auto dialer or predictive dialer with the service?
No. The use of auto dialers or predictive dialers is prohibited with Covad Integrated Access service.

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Where can I learn more about the optional email and web hosting plans?
Covad has four email and web hosting plans to choose from. See the Email and Web Hosting section of our website for details.

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Phone Service

Can I keep my existing phone numbers?
In most cases, Covad can port your existing numbers. We check number portability before your order is placed.

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Is there a charge for calls between my business locations?
Calls between your business locations are free if both locations use Covad Integrated Access service. These are known as "on-network" calls.

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Is there a charge for inbound calls?
There are no per-minute charges for inbound local or long distance calls. Inbound toll-free calls are currently charged at 4 cents per minute. However, if you buy a long distance calling plan then inbound toll-free minutes are included as part of your calling plan.

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Is there a charge for local calls?
There is no charge for local calls.

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How are local, long distance, and international calls defined?
Local access transport areas (LATAs) are geographical boundaries set by the federal government. These LATAs determine local calling areas. All calls within your LATA will be treated as local calls and will not be charged to you since Covad's Integrated Access service comes with unlimited local calling. Calls outside your LATA (interLATA calls) are considered long distance. U.S. long distance calling includes all 50 states. Calls outside of the U.S. are billed using our international calling rates. Calls to Canada and Puerto Rico are considered international.

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What are the charges for incoming toll-free calls?
Domestic incoming calls from the U.S. and Canada are currently charged at 4 cents per minute. However, if you buy a long distance calling plan then inbound toll-free minutes are included as part of your calling plan. Covad toll-free numbers do not accept calls from outside the U.S. and Canada.

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What are my options for long distance calling?
Covad Integrated Access comes with metered U.S. long distance calling at a current rate of 4 cents per minute. You can also opt for cost-effective calling plans with 2,000, 5,000, 10,000, 18,000, 30,000 and 50,000 monthly long distance minutes with average per-minute charges as low as 2 cents. Covad's long distance calling plans will also include your inbound toll-free minutes. Excess minutes over the monthly plan are charged at 4 cents per minute. Unused minutes from one month do not "roll over" to the next month.

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What are the per-minute international rates to different countries?
The international rate sheet is available at www.covad.net/legal.

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Can I choose the carrier for my long distance and international calls?
No. Covad provides long distance and international service via relationships with third-party carriers.

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Can I request a specific area code and phone number when I order new phone numbers?
Covad does not allow the customer to request specific phone numbers. You can only specify the quantity of new phone numbers you want.

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Equipment

What PBX systems do you support?
The Covad Integrated Access service supports a variety of analog, digital, and IP PBXs. The service will work with most analog and digital PBX systems, and a fast-growing list of IP PBX systems. Check our list of supported PBX systems on www.covad.net/legal.

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What type of equipment is provided with the Covad Integrated Access service?
Covad provides a Cisco 2431 integrated access device (IAD) if you have an analog system or a digital PBX for your Integrated Access over 1.5 Mbps T1, and a Samsung iBG1003 IAD for your Integrated Access service over 3.0 Mbps to 6.0Mbps bonded T1s. You can choose between a Samsung iBG1000 T1 router or a Cisco 1841 T1 router if you have an IP PBX.

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Ordering

How do I know if I can get Integrated Access service at my business location?
Give us a call. We will check the address and phone number of your business to see if service is available.

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How do I know what kind of PBX I have?
Check with your PBX vendor or IT specialist to determine the details of your PBX and phone system.

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What happens once I place my order?
Once you provide your service details and accept our standard services agreement and quote, we order your phone lines and order new numbers, or start the porting process for your existing phone numbers. While the phone number orders are underway, Covad prepares for service activation by shipping the Internet access equipment to the location at which the service will be installed. We work with you to help plan any configuration changes that will be required to your telephone system, and we're available to assist your PBX vendor with any necessary changes. When the phone numbers are ready for activation, Covad works with you and your PBX vendor to finish the installation and turn on the Integrated Access service.

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What does the Covad project coordinator do?
Your project coordinator will work with your phone system vendor and your current phone service carrier on your behalf to streamline the installation process and help keep the project on schedule. The project coordinator will also work with the Covad field engineer to assure the smooth activation of your Integrated Access service. Throughout the entire process, your project coordinator will be communicating with you frequently, giving you updates each step of the way.

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How long does it take to install Covad Integrated Access service?
The installation timeframe depends on several factors, such as whether we need to port existing phone numbers and the porting time intervals given to us by our number carriers. The standard interval to install a new Integrated Access order (once you have supplied all your customer site details) is 45 calendar days for Integrated Access service with 1.5 Mbps T1 or 3.0 Mbps bonded T1 and 60 calendar days for Integrated Access service with 4.5 or 6.0 Mbps bonded T1.

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Do I have to change anything on my current phone system to connect to Integrated Access?
Covad will provide you and your PBX vendor with all the specifics you need to connect your phone system to our Integrated Access service. Your project coordinator also works with your PBX vendor to ensure they understand what is required. You should make sure that you provide the correct contact information for your PBX vendor during the ordering process and that the PBX vendor is on site during the final installation.

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What is the role of my PBX vendor in activating the new service?
Your PBX vendor will need to be on site during the final installation appointment to configure and test the PBX with Covad Integrated Access. They will need to test the PBX features to be sure they are working correctly. If you have an analog PBX (or key system), your PBX vendor will also need to be on site during our pre-installation appointment to perform testing. Covad will work closely with your vendor to ensure that they understand any required changes.

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Will Covad provide temporary phone numbers if the port of the existing numbers is going to take longer than the circuit install time?
No. We activate your service only after your numbers are ported, so there is no need for temporary numbers.

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Support

Who do I contact when I have questions about my Integrated Access service once it is installed?
Call Covad Customer Support at 800-278-7114. We can help you make changes to your service, handle billing issues, answer technical questions, etc.

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What do I do if I need to move my office location, add phone lines, or make other changes to my service after it's installed?
If you need to make changes or additions to your service after it is operational, contact Covad Customer Support at 800-278-7114, option 1.

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Technical Details

How many public IP addresses are provided?
You can choose the number of IP addresses you need for your situation. For example, if you request 8 IPs, Covad will provide you with 5 usable IP addresses for your data subnet. If you have an analog or digital PBX system, Covad will assign an additional public IP address to your integrated access device (IAD). If you have an IP PBX, Covad will assign the IPs for your voice network based on the number of IP phones you have. If you need additional IP addresses, you can request them when you place your order. An IP address justification form will be required.

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Are the IP settings on the data and voice network interfaces static or DHCP?
The IP addresses can be acquired via DHCP or can be specifically assigned from the range of public IP addresses that Covad allotted to you. If you have an IP PBX, Covad recommends that you specifically assign one of your IP addresses to it. Addresses for the phones can either be acquired through DHCP or specifically designated, whichever you prefer. Please note that if you choose to assign static IP addresses to the phones, you will also have to assign static IP addresses to the DNS server and NTP server.

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How much bandwidth is available for phone calls at any given time?
Integrated Access phone service capacity is defined by the number of phone lines you purchase as part of your Integrated Access service. If someone calls your business when all your voice bandwidth is in use, the caller will hear a busy signal. Callers who dial out when you are using all your voice bandwidth will hear a tone indicating they should try their call again later. When you are using less bandwidth for phone calls, Integrated Access dynamically allocates the extra bandwidth to data traffic until it is needed again for phone calls.

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How much bandwidth does an internal call take up on the T1 circuit?
If the internal call is within the same building (i.e., phones behind one router), the phone conversation doesn't use any T1 bandwidth. The initial signal set-up, as the call is dialed, uses a minimal amount of bandwidth as the Covad central office (CO) prepares for action. But after the conversation starts, the packets stay within the building. So, if two cube neighbors are talking to one another and the T1 line goes down, their conversation will remain in progress.

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Terminology

What is VoIP?
Voice over Internet Protocol (VoIP) is a protocol that supports the transmission of voice traffic through packet-switched networks like the Internet. VoIP can provide additional services and simplify existing functionality. For example, the combination of voice and data traffic over a single network connection, the ability to transmit multiple phone calls over a single broadband connection, and the ability to integrate a phone call with other services such as video conferencing and data file exchange can result in lower costs and better bandwidth efficiency. [ top ]

What is voice-optimized access and dynamic bandwidth allocation?
Covad uses the term voice-optimized access (VOA) to describe the prioritization of voice traffic over data traffic on the broadband lines used by Covad Integrated Access service. Dynamic bandwidth allocation provides automated bandwidth management where the traffic on a single broadband link is allocated to voice or data as needed. Since users do not transmit high volumes of data at all times, and voice traffic is more sensitive to delays than data traffic, dynamic bandwidth allocation allows inbound and outbound phone calls to take priority over data as required, assuring consistently high voice quality of all phone calls while maximizing data transmission speeds when the phone system is not in use. This allows you to get more value from a single T1 connection without sacrificing quality.

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What is provisioning?
Provisioning is the complete process of providing all the equipment and services necessary to bring your new service "live." It includes converting your telephone numbers from your current provider to our network; ordering, installing, and testing your T1 circuit; and installing Integrated Access equipment at your premises. The final step is the activation of your new service and phone numbers.

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What is porting? What does the term LNP mean?
The transfer of existing telephone numbers from one carrier or service provider to another is called porting (sometimes called local number portability, or LNP).

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What is SIP?
SIP stands for session initiation protocol. It begins and ends phone calls and minimizes hardware requirements, reducing cost. It is the signaling protocol for call control in the Integrated Access service. SIP is the protocol of choice in peer-to-peer networks where intelligence is distributed throughout the network in the IP PBX, phones, and software applications. [ top ]