Cloud Based Hosted Telephony Solutions

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Why MerlinLink?

Quality. Features. Value.

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Most industry experts agree that the end is near for the business phone closet. It’s time for your business to partner with a Hosted PBX and VoIP provider who has the experience necessary to make you sound great, while enabling your business to take advantage of the capabilities and cost savings of business quality VoIP. So finding a provider who knows how to deliver the highest quality voice over a data network is important and finding one that’s local is the key to a successful partnership.

You’ll find no shortage of providers who say they do VoIP, or providers who resell a shrink wrapped Hosted PBX software package, but buyer beware. Not all Hosted PBX and VoIP providers are alike. If they lead with “fit your business into my system,” or low prices and a narrow feature set as their value proposition, you should run scared.

Leading with quality and features before cost savings is better for your business, and is a time-tested model for success. With all that said, MerlinLink pricing is extremely competitive.

features Quality of Service

MerlinLink Makes Your Business Sound Great!

When you sound great, and don’t have to think about your phone system, you can focus on more important things like growing your business. Quality of Service (QoS) is something that is easy to talk about, but very difficult and complex to deliver. While many companies talk about quality, MerlinLink has invested in the talent and technology to deliver on the promise.

End-to-End Quality

From our crystal clear sound based on a state of the art network and VoIP optimized infrastructure, to our Voice Management Device for assuring that your data network is optimized for Hosted PBX and VoIP services, MerlinLink is 100% focused on quality, reliability, and business continuity. Customers with multiple locations, doctor’s offices, car dealers, consultancies, wholesalers and call centers can benefit from MerlinLink Cloud Based Hosted Telephony Solutions.


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Communicate Seamlessly

Companies with more than one office and/or mobile workers will realize even greater benefits from MerlinLink services. Eliminate the need for expensive and complex networks, hardware, and software, and make it simple to connect all your offices and employees.

Multiple Offices

Now that broadband connectivity is so pervasive, cost effective and reliable, companies such as yours can easily and seamlessly connect all offices and employees through MerlinLink services. Each office simply gets a business class broadband connection (either through MerlinLink or another provider of choice), how ever many handsets that are needed, and a MerlinLink Voice Management Device, and everyone is connected. Best of all, manage all offices and users through a standard web browser or mobile device such laptop or smart phone). Gone are the days of complex MPLS’ and costly networking equipment.

Mobile Workers

With MerlinLink, each mobile employee simply needs a broadband connection (DSL, Cable, or FIOS), and they become an extension off your corporate phone system (PBX). Just plug in your MerlinLink phone via Ethernet to their home network, and start making calls.

Mobile workers need to make certain that they have a reliable broadband connection.

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Your Number Is Yours To Keep

Another major advantage of MerlinLink Hosted PBX and VoIP services is that when you move your office, you get to keep your numbers. Really! The big old telephone companies will force you to switch numbers if you move a block away, but with today’s advanced VoIP technology, you get to keep your business phone number forever…no matter where you go in the United States.

Most of our customers have a vested interest in their existing phone numbers. To avoid re-printing business cards, letterhead and marketing materials, and to avoid having to notify customers and business partners of a phone number change, MerlinLink will accommodate porting (moving) your number to our service.

Local Number Port – We Handle Everything

Keep your existing phone number(s), and we will move them to your new MerlinLink service. We just ask you to fill out a form, and send us a copy of your latest invoice, and we do the rest.

Direct Inward Dial (DID)

MerlinLink also offers your business the option of having unique Direct Inward Dial (DIDs) numbers for each user, just specific users, or you can have one published number that your customers call and provide a unique phone extension for each of your users and departments. MerlinLink also enables you to control the number that your customers see when you call (“caller ID”).


Business Continuity Benefits

Hosted PBX and VoIP – It’s Just Better Business

MerlinLink services offer your business more and better business continuity options compared with traditional telecommunications solutions and providers. Our business continuity services offer your organization the ability to function even after a disastrous event. This is accomplished through the deployment of redundant hardware and software, the use of fault tolerant systems, as well as a solid backup and recovery strategy based on industry best practices.

Adoption rates for cloud communications are increasing exponentially as businesses of every size recognize the simplicity that this platform brings to their communications network – and the significant savings to their bottom line.

Not all providers are the same. The features and the pricing vary as does the technical assistance. A lot of companies will ship you a box of phones and installation instructions. Merlin Communications will have a technician onsite to set up your system and do user training. This makes a huge difference in the ultimate quality of your service.

Here are the benefits of MerlinLink as compared to a physical phone system in your office.

  1. No large capital expenditure. Costs are monthly and replace your existing phone bill. The only purchase is the phones that you need and possibly a network switch if a suitable one is not already in place.
  2. Lower Total Cost of Ownership (TCO). There is no software or processor to maintain. No problems with lightning or failed cards. No maintenance agreement costs. No concerns with staying at a current software level.
  3. Disaster Recovery. Since the infrastructure is not on your site, your service will continue even if a physical disaster hits. Cell phones can be integrated and voice mail will always answer – even in a total outage.
  4. No worries about outgrowing your phone system or having to purchase large upgrades to accommodate growth. Not sure you have enough lines? MerlinLink can accommodate a larger call volume on an as-needed basis.
  5. Future-proofing: New features are available as they are introduced and can be instantly available to you.
  6. Unified Communications is part of the package. Remote locations, cell phones, tablets, home offices – they all operate as part of one system creating a true benefit for your staff and your valued customers.
  7. Wide choice of phones available including audio conferencing phones.
  8. Long Distance in the US and Canada


Yealink-W52P Meeting Your Business Needs

We understand that your business needs a comprehensive phone system to compete in today’s business environment. With MerlinLink, you don’t have to compromise, and in most instances we provide more than alternative solutions. Below are features that are included with all MerlinLink service plans. In addition to these default features, each customer may configure or personalize their Private Branch Exchange (PBX) or phone system to meet specific business requirements. NOTE: Additional features may be available that are not listed on this page. Please call if there is a feature of interest that is not listed below.

Feature List Introduction

The MerlinLink Hosted PBX and Business VoIP Features List is intended to provide MerlinLink customers and partners with a comprehensive list of Standard (S), Premium (P), and Custom (C) features available from MerlinLink hosted and premise based solutions. Premium and Custom features are included in certain plans, or may cost extra. Please note that our features change frequently in response to customer requests and market needs, so please check with us often to receive an updated version of this Features List.

Category: MerlinLink Hosted PBX Features

Feature Group: Auto Attendants

Feature Description Type
Customer Portal Web based user interface that allows users to configure their PBX, create call queues and groups, view call detail records and billing information, listen to and delete your voicemail, upload music on hold S
Top Level Auto Attendant (Always On) Allows callers to select from menu options using a standard telephone keypad. Through the portal interface, calls can be routed to extensions, mailboxes, groups, conference rooms, call queues, or unlimited depths of additional auto attendants S
Multiple Top Level Auto Attendants (Always on) Allows for separate telephone numbers to be routed to unique Top Level Auto Attendants. Each Auto Attendant is configurable individually. S
Top Level Auto Attendant (Time Based) Available after N rings or based on time of day S
Sub-Level Auto Attendants Sub-Level Auto Attendants are often used for different departments within an organization. For instance, you may have a main Auto Attendant for the company, and then a sub-level Auto Attendant for Sales, Support, etc… S

Feature Group: Call Management

Feature Description Type
Auto Attendant Answering Setup a telephone number to dial directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant Feature. S
Live Person Answering Setup a telephone number to ring a specific extension first, or a group to enable sequential or simultaneous rings. This enables your company to have a live person answer the caller, and not an auto attendant. S
Direct Inward Dialing Setup a telephone number to dial directly to a device or extension. S
2, 3, or 4 (or More) Digit Extension Dialing Your MerlinLink Hosted PBX can support 2, 3, 4 or more digit extension dialing. S
Caller ID Customize the appearance of your outgoing Caller ID by outgoing number or by extension S
Voicemail Associate a voicemail box with an extension, or use an announce-only voicemail box to provide customers with a pre-recorded message when they choose an option on an auto attendant or extension. S
Voicemail to Email After a voicemail is received, the MerlinLink PBX will send an email to any valid email account or alias that you enter into the MerlinLink Portal. The message will include the date and time of the call, as well as the duration, caller ID if provided, the mail box number, and an attached WAV file that can be played on your PC or mobile device (ie/ smartphone or PDA capable of playing WAV files). S
Voicemail to Text Message Don’t have a smartphone or PDA capable of playing WAV files? Enter an SMS address in the MerlinLink Portal and the MerlinLink PBX will send a shorter text message to your device. 3rd party text messaging rates may apply. S
Ring Groups Enables multiple extensions to be joined as a group, and then calls may be routed sequentially or simultaneously to that group. S
Find Me (CoreDial Digital Assistant) Setup a personal assistant to “find you” at up to five (5) locations. This feature is configured per extension, and offers an extensive number of options to route calls once they have reached the given extension. Callers are asked to “announce themselves”, and are offered the option between locations to try the next location, or to leave a message. S
Call Hold Place calls on hold, and play music or a commercial on hold. S
Attended Transfer Transfer a call to an extension, group, or phone number AFTER announcing the party being transferred. S
Unattended Transfer (Blind Transfer) Transfer a call to another extension, group, or phone number WITHOUT announcing the party being transferred. S
Call Forwarding Forward calls via the MerlinLink Portal, or via your device or SoftPhone. Calls may be forwarded to any extension or phone number. Device or SoftPhone forwarding functionality may vary by manufacturer. S
No Answer Call Forwarding Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone. S
Busy Call Forwarding Automatically forwards your calls to an extension, group, phone number when your phone is busy. S
Incoming Call Blocking “Black list” phone numbers to block them from calling your PBX. S
Incoming Privacy Screening Force callers with “no caller ID” or “blocked caller ID” to enter a number that will be presented as their caller ID. S
Incoming Caller ID Routing Route calls from a unique DID or phone number to any auto attendant, extension, group, phone number, or ACD or Call Queue. C
Incoming DID Routing Route calls based on the number that was dialed. Calls may be routed to an auto attendant, extension, group, phone number, or ACD or Call Queue. S
Outgoing Call Blocking Prevent calls to specific numbers or services (ex: 900 calls) S
Incoming Call Identification Identify an incoming call on the phone’s LCD display by modifying the Caller ID display indicating how the call was routed. C
One Button Redial A device or SoftPhone feature that redials the last number dialed by the extension user. Not all phones support this feature. S
Do-not-disturb (DND) A device or SoftPhone feature that simulates a phone being off-hook, sending calls received directly into voicemail. Other routing options are also available. S
Call Waiting Indicator Indicates incoming call (and caller ID, if available) while another call is in process. S
Automatic Call Distribution (ACD) Used to route calls in a call center environment to the appropriate agents, based on factors such as time availability, behavior, and priority levels. P
Call Queue Call queues are used to route calls in a first-in-first-out manner to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD, where the callers hear an announcement that says something like “thank you for calling, all available agents are busy, please hold for the next available agent, or press N to leave a message”. When the call is ready to be routed, the ACD handles the routing rules. P
Call routing based on business hours, after hours & holiday hours Allows routing decisions based on time and date. Multiple schedules can be configured, as in the case of departments with different hours of operation. S
Speed Dial A device or SoftPhone feature that automates the dialing of a pre-determined phone number. S
Company Wide Directory A list of contacts and phone numbers that are uploaded via the MerlinLink Portal, and are made available on an IP phone or SoftPhone. C
Forward your calls Locally or Remotely via Phone or Web Call forwarding is easy to setup and manage. S
Caller ID Blocking Disable Caller-id for all outbound calls made from your PBX. C
Call Recording Selectively record calls for training or documentation purposes. C
DISA (Direct Inward System Access) Allows someone from outside the PBX to obtain a dial tone and to place calls from it as if they were placing a call from within the switch (with password protection) C
Office Intercom Dial another user’s extension, activating their phone speaker to make an announcement C
Disable Outbound Dialing Disable Outbound Dialing on certain extensions only C

Feature Group: Call Conferencing

Feature Description Type
3-way Conference Call After making or receiving a call, a user may conference in any third party for a 3-way call. S
Conference Bridge Multiple on-site and outside callers can simultaneously participate in password protected conference calls. Callers can be assigned talk-listen or listen only access. S

Feature Group: Music on Hold

Feature Description Type
Default Music On Hold Royalty free music provided by MerlinLink S
Custom Music On Hold Music provided by Customer, and uploaded through the Customer Portal S
Commercial On Hold Record your commercial and upload it to your PBX via the MerlinLink Portal. S
Commercial On Hold By Location or Queue Multiple commercials on hold may be uploaded to your MerlinLink PBX, and can be unique based on location or queue. C

Feature Group: Reporting

Feature Description Type
Call Detail Records Real-time call logging is available via the portal. From, to, call duration, date and time, and call type (International, On-Net, etc). In addition, frequently called numbers can ‘tagged’ with text descriptions for legibility. S
Call volume graphs by time of day, month, year or custom dates Histograms graphically display calling patterns and trends S
Call traffic by extension Track number of calls by individual S
Detailed Accounting Track orders, invoices and all CoreDial billings online. S

Category: MerlinLink Business VoIP Features

Feature Group: Origination and Termination

Feature Description Type
FREE Calls to other CoreDial Voice subscribers All calls “on-net” are FREE. That means you will not be billed for any call to another user on your CoreDial PBX, or any other CoreDial customer. S
Domestic Origination CoreDial provides local phone numbers or DIDs in most of the LATAs in the United States. That means that we can port your local phone number to our system, and provide your company with the highest quality voice communications and flexibility of Voice Over IP (VoIP). S
Domestic Termination CoreDial provides competitive outbound call packages ranging from pay-as-you-go, pre-paid minutes, and unlimited usage plans. Our per-minute rate is competitive, and our quality and reliability is uncompromising. S
International Termination CoreDial offers competitive international rates. International rates are available via the CoreDial website. S
SIP Trunking Have your own PBX, and want to realize the flexibility and cost savings of business-quality VoIP? CoreDial offers ATA and SIP Gateway devices, or you can connect your SIP enabled PBX to our network and realize the benefits of CoreDial VoIP. S
E911 support, compliant with all FCC mandates. Every location and phone number where you utilize a CoreDial device or SoftPhone must have an associated E911 charge and entry in the CoreDial Web Portal. The phone number associated with your location is then registered with the national E911 database. You are also responsible to update this information with CoreDial if you move any device to a new location per the CoreDial Terms of Service. S
Toll Free Numbers Utilize one or multiple Toll Free numbers which may be routed to a specific local DID, auto attendant, group or queue. S

Category: Voice Management Device (VMD)

Feature Group: Voice Management Device

Feature Description Type
LAN Segmentation Separate voice and data on a customer Local Area Network (LAN). S
VoIP Firewall Firewall the VoIP network. S
DHCP for VoIP Devices Provide the IP addresses for all CoreDial VoIP devices. S
Data Bridge The data side of the network is passed through the CoreDial VMD. S
Rate Limiting Traffic on your broadband connection may be managed to control the allocation of bandwidth for voice and data. This model protects the amount of bandwidth available for voice, and assures that heavy data usage will not interfere with your voice quality. Rate limitations may be changed at any time as needed. S
Diagnostics The CoreDial VMD has diagnostics that our support Agents may utilize to diagnose any issues you might have. S
Configuration Management Each VMD may be configured to meet the requirements of your environment. S

A Few Business Continuity Benefits:

While there are many benefits to our services, here are just a few to help during your review of our services:

  • MerlinLink servers are centrally managed at highly redundant facilities. Just as important, you can simply move your phones to a new location with connectivity, and you are back in business.
  • Automatic re-routing of calls in the event of an outage. Your MerlinLink service offers the ability to have your calls automatically re-routed in the event of local service outage. That means you remain in contact with your customers.
  • Redundant connectivity options are available for mission critical voice communications. MerlinLink customers can implement a number of proven solutions such as redundant broadband connections and redundant provider solutions to assure maximum uptime and voice communications.

E911 Information

Merlin Link is focused on providing safe and reliable means of communication in times of emergency. Your safety is important to us, and it is important for us to note that MerlinLink 911 dialling feature must be activated. To activate 911 dialling, you’ll have to provide us with certain information prior to the activation of your services. Some of the information required is your street address, city, state, and zip code. If you are an existing customer, you will be able to activate or update 911 dialling from your web account.

Once your address has been verified, you will be able to dial 911 from your MerlinLink phone. Verification may take up to 48 hours or longer, and you will be notified by e-mail when it is complete.

MerlinLink 911 is different

There are some differences between MerlinLink 911 dialling and traditional 911 service. MerlinLink 911 on MerlinLink is also different from Enhanced 911 (E-911) service provided by landline operators in that the operator at the Public Safety Answering Point (PSAP) will not have your address or call-back information. When you call 911 from a MerlinLink phone, you will need to give the emergency services operator your address so they can send help. MerlinLink will offer E-911 in all our servicing areas soon. Broadband and power outages can also prevent 911 Dialling.

Travelling with 911

Unlike traditional phone lines, you can easily move your MerlinLink phone to any broadband connection and make calls. For 911, we use the address you provide to determine the nearest emergency response center and then we send your call to that center.

When you move or travel with your physical MerlinLink device (phone or adapter), you must update your new location in advance. We will notify you via email confirming that your service is activated for 911 Dialling. Please note that updates are not immediate and it can take hours or even a few days for your address information to be verified and for your new settings to take effect.

MerlinLink Softphone and 911

911 dialing is not available from any MerlinLink softphone. 911 dialling is only available from a MerlinLink physical device (phone or adapter) that has been properly registered with a physical address per the Terms of Service.

Service Outages Can Prevent 911 Dialing

911 Dialing and MerlinLink service do not function during an electrical power or broadband provider outage. Please see our Terms of Service for more information about our 911 Dialing feature.