We have collated some of the more commonly asked questions below. If you have any others. Please feel free to let us know.

How to get set up

Getting the right setup for your business is important. This will ensure you get the most benefit from your new phone system. That’s why our team will take the time to get you setup correctly. It also means that you don’t have to worry about the details. We’ll do all that for you.

One – Order

1) Choose your plan.

2) Place your order.


a) Choose your phone(s) or order your software

b) Request a number

Two – Clarify

1) Fill out the online order details form and submit

2) A member of the team will confirm the order details with you and make sure you’re getting the most out of the solution.

Three – Setup

1) Configuration of your phone system in the cloud.

2) Phones or soft clients configured and delivered to you

3) Receive, plugin and start using your new Cloudphone service


Frequently Asked Questions

The most important thing you will need is a broadband connection for your calls to be routed over.

Next you will need to decide how you want to make your calls. You may be able to use an existing IP phone or use one we procure for you. Alternatively you could order a soft-client from us to make and receive calls on your PC, Mobile or Tablet.

Yes. Should you need it we can help you procure Desk-phones, Wireless phones, soft-phones, headsets, switches and routers at great prices. Speak to us to find out more.
Our standard remote setup and configuration is free. If you require any complex or onsite support a fee may apply. Our teams can advise you on this in advance.
Cloudphone is a reliable VoIP service offering good quality calls. There are a few things you can do to ensure that you get the most from the service. Read our quality of service guide for more details.
Ordinarily, billing will be managed through a recurring subscription for the service. Call time is purchased in advance as call credit. This helps you ensure you don’t spend more than you want to. You will receive monthly electronic invoices. Cereberon Solutions Managed service customers have the option of post-pay billing to ensure billing simplicity.
The fair usage policy applies to the consumption of minutes used on calls to UK geographic numbers starting with 01 and 02 & 03. The current fair usage limit is 1500 minutes per month per user. The fair usage policy is normally distributed across the account so if you are using many more minutes above 1500 but a colleague is using much less than this will balance out. Overage is charged at our standard rate of 1p a minute. If you feel that as a company you will be consistently using more UK fixed minutes that this we can provide additional minutes bundles to ensure you continue to keep your call costs down.
You can order an unlimited number of lines. Add or remove lines when your business needs it.
A broadband connection going down is a pain for any business. Luckily most of the UK benefits from a stable service. In the unlikely event of an outage our Cloud based system will be unaffected and if you are using mobile tethering calls still go to your mobile or if needed we can direct direct dial numbers or extensions to new temporary destinations.

Faxes and voice messages will still be accessible on our portal through your smart phone.

Certain modern routers can support a 3G/4G dongle which will provide ongoing connectivity if your primary connection goes down. Speak to the team if you want to know more about this topic.

If you have an existing IP phone chances are that it will work with Cloudphone.

Please note however that it may need to be unlocked by your existing provider and will be lacking some of the configuration we provide with our phones. Our teams are also unable to troubleshoot or configure handsets provisioned by other providers. We advise that you opt for one of our pre-configured handsets or soft-phones.

Yes. You will need to buy an analogue to voip adapter like the Cisco SPA 122 ATA. This will enable you to use your existing handsets.

Please note that depending on the nature of the handset, there may be some constraints on the ease of use compared to the experience provided by the newer IP desk-phones.

Yes, we can request the transfer your existing geographic numbers to us.

Please note that if your number is the one provided by your BT (or similar) broadband service you will not be able to port the number without cancelling the service. BT currently do not offer broadband without the telephone line. In this instance it may be better to get a new number. We can help you with this.

Our popular ‘Classic’ call plans carry a contract duration of 12 months. Premium and Premium Plus plans are 24 month contracts. Remember you can take your service anywhere so moving office with Cloudphone is a doddle.