Plug 'N Talk FAQ

Below are some of the most frequent questions that we are asked. Please feel free to contact us if you like, or if you do not find the answers to your questions below.

Question:
The Plug-'n-Talk™ Norstar systems you sell look interesting. What is the value in having the components mounted on the board like your pictures show?

Answer:
There are a many advantages of buying a Plug-'n-Talk™ system from us. First, by building the system at our facility, we are able to make sure all the wiring is done properly. We are also able to do all of the programming for our you (like setting up the appropriate number of incoming lines you plan to have, naming the extensions, and setting up the voice mail). From a quality control standpoint, it allows us to double check the systems to make sure everything is functioning properly and working well together (KSU, lines, stations, and voice mail). Another great advantage is that they are easy to install. You can install the system yourself (it comes with all necessary documentation). Just take it out of the box, and hang it on the wall in your phone closet. Or if you choose to have an experienced technician perform the work, it will drastically reduce the amount of time that will have to spend on-site, which translates into a big cost-savings for you!

Question:
How do I know which system is right for my business?

Answer:
There are different platforms of Norstar systems for different sizes of business. The smallest system might only have a couple of lines and phones, while a large, fully-expanded Modular system can support up to 150 phones and many, many lines. We have a page on this site to help you know which system is right for you. Click here for Norstar system setup information, or call us toll free for a friendly, no-hassle consultation. We'll promptly give you the advice you need and we can email you a detailed information package on the system we engineer for your business.

Question:
Once I decide on a system, what is the order process?

Answer:
We custom assemble each of the Plug-'n-Talk systems, and then we program it to your unique needs. It takes about 10 business days from the time of your order until the time of shipment, and then a couple more days for delivery. Here's how it works:

First you initiate the order by signing a sales order form and faxing it to our attention. The system is then released to the production department for assembly. Concurrently with that the technical support department will send you an email with a programming questionnaire, which is very detailed. Your answers to the questions will dictate how the system is set up and programmed. The system will then be shipped to you via UPS 2-Day Air to prevent damage to the Plug-'n-Talk assembly. The system will include all Norstar manuals, but will also include a set of manuals that we prepare for your records regarding the programming and installation instructions.

Question:
How will I know how to answer a Norstar programming questionnaire?

Answer:
Don't worry. Although the questionnaire we will send you is very detailed, we expect (and want) you to call us for help. We will educate you on the choices you need to make for your system and offer advice based on our "best practices" knowledge and experience with hundreds of customers in various industries. We'll help you every step of the way.

Question:
What if I change my mind about the way the system is set up after it is installed at my business?

Answer:
Actually, that's perfectly natural. Since you don't have the technology in your hands before we program it, you don't know its full capabilities. After you use the system for a few days or weeks, you will probably want to change a few things around. Perhaps you want to change the phones that ring on the system, or perhaps you want to rename some lines, extensions, or voice mail. We will do it for you through remote access programming, free for 90-days after your system is installed.

Question:
How does remote access programming work?

Answer:
Every Plug-'n-Talk system we sell comes with a remote access device that allows our technicians to program the system from our computers. We can make almost any programming change immediately once you call us (8:30 - 5:00 EST). You just let us into your system by dialing a feature code. And 90-days is more than ample time for you to "tweak" your system to get it just the way you want it. We call this free service TeleCare support.

Question:
Should I consider extending the TeleCare support for my Norstar system?

Answer:
Yes. TeleCare is free for 90-days, but most customers love the support. "I have a full-time telephone elf on the premises monitoring my system," claims one of our customers when speaking of the TeleCare support. Whatever you need done, we'll do it for you, and you even receive 24-hour emergency support and backups of your system's programming data to our servers.

Our TeleCare remote programming support is carried out by some of the best, most seasoned Norstar technicians. They have all been thoroughly trained, and know how to solve any issues that occur. All TeleCare support packages include remote programming assistance for any moves, adds, or changes your firm may require.

The price of the TeleCare monthly support depends on the size of your system, but is far less expensive than it would be to have a service technician come to your site to make programming changes to your equipment. Most interconnect companies generate more of their revenue from service calls (minimum bill: $100 to have a technician come out) on an on-going basis than they do by selling new phone systems. However, our business model is based on a centralized support system which is far more efficient and less costly to our customers.

Question:
If I choose to have someone install the system, how should I do that?

Answer:
We have a network of Sales Partners who resell our systems to their clients. They are fully qualified to install the Plug-'n-Talk systems. Their fee depends on each circumstance and distance from one of their offices, but they will provide firm quotes for installation once an order with us is initiated.

Question:
SoTel Systems sells both "new" and "refurbished" Norstar systems and phones. What is the difference?

Answer:
We sometimes buy new product from Norstar dealers and companies that have bought too many phones for their needs and then decide to sell them. New phones and control units have never been used, and are still in their original packaging with their original documentation. On the other hand, used equipment is bought by us from companies that go bankrupt, outgrow their systems, or are downsizing and wish to sell their excess equipment. We take used Norstar equipment, fully test it for functionality, take it apart, then thoroughly clean and polish until the equipment looks and performs like new when reassembled. New equipment is backed by us with a full two-year advance-replacement warranty, while refurbished equipment carries a one-year warranty.

Question:
What does "advance-replacement warranty" mean?

Answer:
All of our Norstar equipment, whether new or refurbished, is sold with an advance-replacement warranty. What this means is that if you have a component or phone fail on you within the warranty period, SoTel Systems will ship you a replacement immediately. After you have received the replacement, simply send us back the defective component.

Question:
How reliable is refurbished Norstar equipment?

Answer:
Extremely reliable! Norstar equipment has the lowest failure rate of any key telephone system equipment in the industry. According to our warranty statistics, we show a replacement rate of less than 3%. Of course, we make sure that the equipment is fully tested by our technicians, so our customers can be assured that they will be getting everything they expected (and more) out of the equipment they purchase from us. back to top