Help Centre

How can we help?

Plain answers to the questions Canadian businesses ask about phone systems, numbers, routing, the AI receptionist, devices and billing — written to be quoted, not skimmed.

Most asked.

How does setting up a 3CTel phone system work?Getting started and switching · Setup follows four guided stages: plan, review, configure and test on a temporary number, then port and switch over. Nothing is billed before activation.Can I switch phone providers without losing calls?Getting started and switching · Yes. Your new system is built and tested on a temporary number while your old service keeps ringing, then your number ports across on a scheduled date.Can I keep my existing business phone number?Phone numbers and porting · Yes. Local, toll-free and fax numbers can be ported to 3CTel from most Canadian providers. You keep the number; only the carrier behind it changes.How long does number porting take in Canada?Phone numbers and porting · Porting time is set by the carriers involved: a clean single local number is usually quick, while multi-number, toll-free or bundled ports take longer.How do I set up a main menu (auto attendant)?Call routing, menus and hours · A main menu answers with a greeting and routes callers by the key they press. Keep it to four options, record a clear greeting and test it from a cell.Should I use a ring group or a call queue?Call routing, menus and hours · A ring group rings several phones at once or in order; a call queue holds callers in line for the next agent. Choose by call volume and acceptable wait.How does voicemail to email work?Voicemail, recording and messages · Each new voicemail is emailed as an audio file, with a transcript if enabled, to one or more addresses. Listen or read anywhere and call back from the app.Is call recording legal in Canada and how do I set it up?Voicemail, recording and messages · Canadian practice is to tell callers a call is recorded and why. Choose which calls to record, set the announcement, limit access and set retention.

Browse by topic.

Getting started and switching

What happens from your first call to go-live, and how to switch without downtime.

7 articles

Phone numbers and porting

Keeping your number, new local and toll-free numbers, caller ID, porting timelines.

8 articles

Call routing, menus and hours

Main menus, extensions, ring groups, queues, after-hours and holiday rules, forwarding.

9 articles

Voicemail, recording and messages

Voicemail to email, transcripts, call recording and announcements.

5 articles

AI receptionist

What the AI answers, how it books, escalates and hands off to people.

7 articles

AI agents, chat and automation

Chat and SMS agents, meeting booking, CRM tasks with approval rules, connections, data, optimization and custom deployments.

8 articles

Desk phones and apps

Desktop and mobile apps, desk phones, headsets, Wi-Fi and network requirements.

6 articles

Texting, fax and meetings

Business SMS, online fax and video meetings.

5 articles

Call quality and troubleshooting

Dropped calls, echo, one-way audio, no dial tone, internet and router settings.

7 articles

Billing, plans and account

How quotes and billing work, changing users, adding features, cancelling.

6 articles

Security, privacy and 9-1-1

Emergency calling on VoIP, call data privacy, recording notices, fraud protection.

5 articles

Question not answered?

Still stuck? Call 1-866-703-2835 or send a message.

Talk to a Specialist Talk to 3CTel