AT&T Office@Hand Frequently Asked Questions
Article #3602

FREQUENTLY ASKED QUESTIONS

AT&T Office@Hand Frequently Asked Questions

1. What is AT&T Office@Hand?
2. What are the AT&T Office@Hand Editions?

Features

1. What is a user?
2. How many users can I have on my AT&T Office@Hand phone system?
3. What are the features of AT&T Office@Hand?
4. Do I need a FAX machine with my phone system?

Initial Setup

1. I have a new AT&T Office@Hand account, what do I need to do before I set up my service?
2. Who can I call to assist me in setting up my service?
3. How long will it take to complete my setup?
4. Where can I download the AT&T Office@Hand mobile app?

Configuration

1. Why do I need to adjust my router?
2. Why do I need to optimize my router for Voice (VoIP) traffic?
3. What is Quality of Service (QoS)?
4. What is number porting?
5. How do I initiate a porting request for my existing numbers into my AT&T Office@Hand account?
6. Can I port my existing Toll-free numbers to my AT&T Office@Hand account?
7. What are the things that I need to prepare before processing my number to be transferred into my AT&T Office@Hand service?

Services

1. Can I use desktop IP phones with this service?
2. Can I make international outbound calls using this service?
3. Will I need to install any application on my phone or computer to make outbound calls?
4. What are the minimum system requirements for the AT&T Office@Hand service?
5. How do I change CTN or Mobile Wireless Number?

Charges, Rates and Billing

1. Will my existing wireless minutes be deducted when using AT&T Office@Hand?
2. What are the international rates for AT&T Office@Hand?
3. Are there any limits or charges on my AT&T Office@Hand minute usage?

1. What is AT&T Office@Hand?
   AT&T Office@Hand is a service for small to medium-sized business customers. Customers will be able to subscribe to a virtual PBX service that is automatically added to their existing wireless bill. The service will provide subscribers with a complete cloud PBX service that can completely self-manage. You may also do the following:
   • Set up your phone system to work the way they do
   • Integrate office, mobile, and distributed employees
   • Connect mobile devices and office phones under one company number
   • Manage calls, voicemail, and faxes from your mobile phone
   • Eliminate costly PBX hardware and its maintenance
   • Significantly reduce on-going operating costs
   • Add users and phones anytime
2. What are the Office@Hand Editions?
   AT&T Office@Hand Editions are Standard, Premium, and Enterprise.

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Features

1. What is a user?
   Any device that requires a dial tone for a user to make and receive calls is considered a “user”. For example, a customer who needs eight (8) desk phones, one (1) reception phone, and one (1) conference phone in their office would require a quote for 10 users. Each of these phones needs a dial tone to make and receive calls; therefore, there are a total of 10 devices, which equates to 10 users.
2. How many users can I have on my AT&T Office@Hand phone system?
   You can have up to 800 users on your AT&T Office@Hand service.
3. What are the features of AT&T Office@Hand?
   With your AT&T Office@Hand service, you get:
   • 800 numbers
   • Local numbers
   • Caller ID Control
     • Caller ID Name
     • Changing Caller ID display
   • VOIP Calling
     • Desktop IP Phone
     • Desktop app (SoftPhone)
     • Mobile app
     • Analog Telephone Adapter (ATA)
   • Voicemail & Greetings
     • Greetings
     • Voicemail
   • Call Management
     • Answering Rules
     • Call forwarding
     • Call screening
     • Call Flip
     • Call logs
     • Presence
     • Message Alerts
     • Missed Call Notification
   • Cloud PBX
     • Music on Hold
     • Music while connecting
     • Auto-receptionist
     • Extensions
     • Dial by name directory
   • Cloud Fax
     • Fax out from Web
     • Email-to-Fax
     • Desktop app (SoftPhone)
   • Mobile apps (Inbound and outbound)
     • iPhone
     • Android
4. Do I need a FAX machine with my phone system?
   No. AT&T Office@Hand includes the Cloud Fax feature for sending faxes without the need for a fax machine. In addition, each AT&T Office@Hand phone number can also receive incoming faxes.

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Initial Setup

1. I have a new AT&T Office@Hand account, what do I need to do before I set up my service?
   • Prepare the information regarding your network equipment
   • Know your Router Type
   • Perform QoS Test
2. Who can I call to assist me in setting up my service?
   • If your Billing Account number does not begin with 831, please continue to contact us at 1-866-563-4703. Hours of operation are: Monday through Friday 9:00 AM to 9:00 PM ET, Saturday 10:00 AM to 7:00 PM ET, and Sunday 10:00 AM to 7:00 PM ET.
   • If your Billing Account does begin with 831, please contact us at 1-800-615-0708. Hours of operation are 24 hours a day, 7 days a week.
3. How long will it take to complete my setup?
   An initial set-up can take up to an hour.
4. Where can I download the AT&T Office@Hand mobile app?
   • iOS Users: https://itunes.apple.com/us/app/at-t-office-hand/id398089358?mt=8
   • Android Users: https://play.google.com/store/apps/details?id=com.attofficeathand.android&hl=en

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Configuration

1. Why do I need to adjust my router?
   Routers handle data traffic among many devices. If you’re not getting optimal performance from your VoIP phone service, you need to manage the traffic to make sure there is enough bandwidth for your service to perform optimally. In order to make sure that your routers are configured properly, you need to follow the Quality of Service (QoS) best practices for your router.
2. Why do I need to optimize my router for Voice (VoIP) traffic?
   In this case, adjusting the QoS will allow packets containing voice data, which is mandatory for maintaining the highest quality phone communication performance, to be treated as critical and therefore given top priority. Unless you instruct your network router to prioritize voice over data traffic, the two types of traffic will compete, often at the expense of voice quality. When your voice traffic is prioritized, the audio performance will be smoother, jitter will be reduced, and the overall user experience at both ends will dramatically improve.
3. What is Quality of Service (QoS)?
   Quality of Service or (QoS) is a digital network solution that prioritizes your network traffic, including voice and multimedia, to ensure that your key data has priority over less important traffic during times of high usage. To learn more, go to Knowledge Article 2846: Tips for Improving the Quality of VoIP calls.
4. What is number porting?
   Number porting is the hand-off of a phone number from one carrier to another at the request of a customer. It allows the customer to take unique numbers with them.
5. How do I initiate a porting request for my existing numbers into my AT&T Office@Hand account?
   You will need to initiate the porting request from the online service interface using your AT&T Office@Hand service credentials. To learn more, go to Knowledge Article 3887: Number Porting – Transfer your Local Number to AT&T Office@Hand.
6. Can I port my existing Toll-free numbers to my AT&T Office@Hand account?
   Yes. You can process the number transfer request by following the instructions in Knowledge Article 11184: Number Porting
   – Transfer your Toll-free Number to AT&T Office@Hand.
7. What are the things that I need to prepare before processing my number to be transferred into my AT&T Office@Hand service?
   • Name of the Account Holder (authorized to make changes to the account)
   • Name of the Company
   • Billing Telephone Number
   • Service Address (location where you receive phone service)
   • Billing Address (required for mobile phone numbers)
   • Account Number (required for mobile numbers)
   • PIN (required for mobile numbers)
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Services

1. Can I use desktop IP phones with this service?
   You can add desktop IP phones to your AT&T Office@Hand service to receive and make outbound calls.
2. Can I make international outbound calls using this service?
   Yes, you can have your international outbound calling enabled by your Admin, which will allow you to place international calls.
3. Will I need to install any application on my phone or computer to make outbound calls?
   You have the option of downloading our AT&T Office@Hand applications on your computer and smartphones according to your set-up preference.
4. What are the minimum system requirements for the AT&T Office@Hand service?
   • AT&T Office@Hand Online account
              Supported Operating Systems
     • Windows 7 (32 and 64-bit) or later
     • Mac OS X with Mac OS 10.7 (Lion) or later
       Supported Browsers
     • Google Chrome: version 41 or higher.
     • Microsoft Internet Explorer: version 11.x, Microsoft Edge
     • Mozilla Firefox: version 37 or higher.
     • Safari: version 7.x or higher.
   • AT&T Office@Hand Mobile app
     • iOS 9.0 or later (iOS 12, iPhone X supported)
     • Android OS 4.4 and up (Android P supported)
       Since these apps are updated regularly, it is best to check the app pages ( Google Play or Apple App Store) for the most up-to-date information.
   • AT&T Office@Hand Desktop app
              Windows
     • Windows 7 or later
     • Minimum 2 GHz (32-bit or 64-bit) processor
     • Minimum of 4 GB of memory (8 GB recommended)
     • 400 MB of free hard drive space
     • Required minimum screen resolution is 1,024 x 768
       Mac
     • Mac OS X 10.11 (El Capitan) or later
     • Intel processor
     • Minimum of 4 GB of memory (8 GB recommended)
     • 400 MB of free hard drive space
     • Required minimum screen resolution is 1,024 x 768
5. How do I change CTN or Mobile Wireless Number?
   If you want to change CTN or Mobile Wireless Number, contact Customer Support Toll-Free number 866-563-4703 and choose option 1 for further assistance.
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Charges, Rates and Billing

1. Will my existing wireless minutes be deducted when using AT&T Office@Hand?
   Yes. It will depend on the type of calls you will make or receive. For example, if you have set it up as one of the forwarding numbers and if the current mobile plan is not unlimited.
2. What are the international rates for AT&T Office@Hand?
   When enabling International Calling, the administrator will see the list of international area codes, with rates for each. Rates displayed are AT&T World Connect rates and are subject to change. To know more about AT&T Office@Hand’s International Rates, click here.
3. Are there any limits or charges on my AT&T Office@Hand minute usage?
   We have unlimited inbound minutes, regardless of what service plan you have. The only exception is for international calling minutes.

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Keywords: RingCentral Office@Hand from AT&T, Frequently Asked Questions, FAQs, Service, Initial Setup, Configuration, Account, Charges, Rates, Billing, Porting, Features, Requirements, QoS, 2934

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