FAQ – PhoneLine+ Channel Partner Knowledge Base

Which Geographic Number Porting (GNP) Agreements are in place for PhoneLine+?

The following Geographic Number Porting (GNP) agreements are currently in place for PhoneLine+ :

Port Agreement	Notes
AQL Wholesale Ltd	Previously known as Telephony Services/Gradwell.
Affiniti Integrated Solutions Limited	Previously known as KCOM/Windsor Telecom/Nasstar. Excluding Kingston originating numbers in Hull, these would be required to be ported via an IPEX port*.
Barritel Limited	Previously known as Skycom.
BT Openreach	Openreach for Geographic ports, BT for Non-Geographic ports.
Colt Technology Services	Previously known as COLT.
Easynet Enterprise Services Limited	Previously known as Viatel/MDNX Enterprise/VTL/GTT.
Invoco Ltd
Inclarity Communications Limited.
Lumen Technologies UK Limited	Previously known as CenturyLink/Level3/Global Crossing.
Magrathea Telecommunications Limited
Mintaka Limited	Previously known as Dialoga Group.
Orange Business Holdings UK Limited
Resilient PLC	Previously known as Smart Numbers.
Simwood eSMS Limited
Sky UK Limited	Previously known as BSKYB. Geographic ports only.
Spitfire Network Services Limited	Geographic ports only.
Storacall Technology Limited	Previously known as X-ON. Geographic ports only.
Suretec Systems Ltd	Previously known as Surevoip. Geographic ports only.
TalkTalk Communications Limited	Previously known as Opal. TalkTalk do not support single-line, fixed-time ports. All single lines must be placed as Standard.
Timico Limited
Verizon UK Limited	Call from Horizon*
Virgin Media Limited (Eurobell)	If the losing provider and range holder are Virgin, the losing provider should be set the same as the range holder.
Virgin Media Limited (NTL)	As (Eurobell)
Virgin Media Limited (Telewest)	As (Eurobell). If the losing provider and range holder are Virgin, the losing provider should be set the same as the range holder.
Vodafone Ltd (C&W)
Vodafone Ltd (Energis)
Vodafone Ltd (Thus)
Vodafone Ltd (YC)
VoIP-Un Limited
Voxbone SA	Previously known as Bandwidth.

IPEX porting is not supported by Phoneline+. Phoneline+ can only be used for single-line geographic ports across all agreements.

Which short codes can I use with PhoneLine+?

The following telephone short codes can be used with PhoneLine+:

999 – Emergency Services
100 – Operator
101 – Police enquiries (non-emergency)
105 – Power cuts and emergencies
111 – NHS urgent care advice
119 – Covid-19
123 – Speaking clock
195 – Directory enquiries for blind / disabled users
116123 – Samaritans

How do I contact the PhoneLine+ support team / raise a support ticket if I need help?

Should you encounter a fault with PhoneLine+ or require technical support, please use the below details to speak to our support teams:

PhoneLine+ Faults

Contact Number: 0808 178 8000

Email: phonelineplusfaults@gamma.co.uk

PhoneLine+ Orders

Contact Number: 0808 178 8000

Email: phonelineplusorders@gamma.co.uk

Can users sign up to PhoneLine+ without the need to contact the reseller?

Yes, PhoneLine+ customers can be provisioned via an API if the reseller so design their service offer.

Does PhoneLine+ support PDQ users?

PDQ is not currently support by PhoneLine+.

What is the solution for fax and Redcare users?

We suggest the use of fax-to-email for vendors and also check the status of suppliers upgrading their solutions to IP here.

Is there a PhoneLine+ lite in the road map? (Dial tone only)

This is not currently planned, however Gamma remains open to market requirements and would continue to view the service accordingly.

Will there be embedded router ATA support?

Currently no, but future availability is anticipated with the Gamma-supplied router option of SoGEA.

Are APIs available for PhoneLine+, where can I find the details?

API details including examples and key generation are available directly within the PhoneLine+ Partner Portal by clicking ‘Settings’ from the main menu and then ‘API’.

Where do the national and geographic numbers come from?

National and geographic numbers that can be used for PhoneLine+ are Gamma allocated numbers.

Is there a Caller Display / Choose to Refuse / Call Barring option?

PhoneLine+ allows Admin users to barr specific numbers inbound, outbound or in both directions.

To find out more about call barring, including the steps required to block numbers click here.

Is there or will there be a bulk upload provisioning and cease function?

This is not available at the moment for PhoneLine+. Using the API available is the considered approach for volume onboarding.

How often will PhoneLine+ be upgraded and will this disrupt my service?

Upgrades to PhoneLine+ are intended to be infrequent, are automatic (offered when logging in) and take 1-2 mins to complete.

How long are PhoneLine+ voicemails stored for? Is there a limit to voicemail storage?

Voicemails are stored for the life of the subscriber and 1 month after contract ceases.

There is no specific limit placed on storage volume assuming that it does not impose an unreasonable or disproportionately large load on our infrastructure or the Service.

Can I record calls with PhoneLine+?

Call recording is not a feature that PhoneLine+ offers. If you require this, we recommend Gamma Horizon as a competitive solution.

Does PhoneLine+ support 999 emergency calls?

Yes. Every subscriber is asked to provide address details when initially registering their PhoneLine+ account for this purpose.

This location information can be updated within the PhoneLine+ client and will be used if required by emergency services.

Can you set Out Of Hours profiles on the device / app?

Out of Hours profiles are configurable via the desktop, web and mobile versions of PhoneLine+. They cannot be set from a physical device e.g. handsets.

To find out more about setting Out of Hours profiles for customers click here.

Is a static IP required for handsets or will they work over dynamic, i.e. residential broadband or over a 4G SIM embedded in a router?

PhoneLine+ will work with dynamic IP and also with a 4G SIM embedded in router.

What happens if a customer is deleted mid-contract?

Any outstanding charges for the term commitment are liable.

How can you import contacts?

You can sync existing contacts from your mobile phone via the Android or iPhone PhoneLine+ app or manually from the desktop client or browser.

Why are Hunt Groups / Number Sharing not available?

PhoneLine+ is not a PBX replacement. It is specifically designed to be a single line replacement service.

Other Gamma products, such as Horizon, are better suited to meet the needs of users requiring PBX type functionality.

What is the recommended maximum number of users?

We recommend no more than 3 users within a working environment, although no maximum is set in order to cater for distributed endpoints such as retail and utility services.

Can PhoneLine+ and the Partner Portal be white labelled / branded? What are the rules?

At present neither PhoneLine+ or the Partner Portal can be white labelled / branded.

Gamma will continue to investigate the feasibility, associated demand, and commercial impact.

What is the process for ordering and connecting hardware?

Hardware for customers can be ordered directly from within the PhoneLine+ Partner Portal by clicking ‘Orders’ from the main menu.

Completed orders will be shipped to the delivery address provided where they can be commissioned by logging into the PhoneLine+ user client and adding the MAC address under the Device menu.

To find out more about ordering devices for customers, including the steps required click here.

What is the number porting process for PhoneLine+?

The number porting process for PhoneLine+ is the same process currently available across the Gamma portfolio.

The porting process starts within the PhoneLine+ Partner Portal. Numbers that have been successfully ported will appear within the end customer account ready to be assigned to a user.

Note: For PhoneLine+, porting is only available for single line Geographic numbers with providers with whom Gamma hold existing porting agreements.

You can find out more about the PhoneLine+ porting process, including the steps required here.

Where do I go to get support from the PhoneLine+ Partner Portal / app?

To get help, you can visit the Partner Knowledge Base by clicking the ‘Support’ link within the PhoneLine+ Partner Portal / app or you can email PhoneLinePlusFaults@gamma.co.uk for faults.