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Small & Medium Business: Voice Services

 

ISDN

Overview ISDN Basic Rate ISDN Primary Rate FAQs

FAQs - General

General
Technical

ABOUT ISDN SERVICE

  1. What is ISDN?
  2. What are the benefits of ISDN?
  3. How many telephone numbers will I get?

SUPPLEMENTARY FEATURES

  1. What are the features offered by ISDN?

APPLICATIONS

  1. How can I use ISDN?
  2. Will I be able to receive faxes while I'm using the telephone or accessing the Internet?
  3. Can non-ISDN phone (handphone, analogue, phone etc) call to my ISDN number?
  4. Will I still need my old telephone service?

CHARGES

  1. How much customer has to spend on ISDN upfront and usage?
  2. What are the usage fees per minute for ISDN?

EQUIPMENT

  1. What equipment do I need?
  2. Can I use my old telephones?
  3. Can I use my old fax machine?
  4. Can I use my old PC?
  5. How much does the ISDN Digital Modem cost?
  6. What type of brand does the TA/Modem have in the market ?

SUBSCRIPTION

  1. How do I check the availability of ISDN service in my area?
  2. How do I apply for the ISDN service from TM?
  3. How long does TM take to install the ISDN service?
  4. Can I have ISDN connected?
  5. Can I take my telephone numbers with me if I move?
  6. Will I have to pay any fee for reconnection?
  7. Can I use the existing TM Net and JARING account?
  8. Do I need to apply for new Internet account?

QUALITY

  1. Is ISDN better than my existing telephone service?

TM'S RESPONSIBILITY

  1. What will TM provide?

AFTER SALES SERVICE

  1. Who do I call if I need to report a fault ?

OTHER ENQUIRIES

  1. How do I contact TM Net?

 

 

ABOUT TMISDN SERVICE

  1. What is ISDN?
    A digital service that allows you to send and receive voice, data and video at a faster speed and higher quality as compared to normal telephone line. A cost-effective dial up solution to enable you to use advanced applications like Internet access, data transfer, video conferencing while maintaining your connectivity with traditional telephone services. With ISDN, you enjoy facilities like Caller Line Identification and eight numbers for each ISDN line. You can choose suitable equipment such as modems, terminal adapters, PC cards, routers, digital telephones, etc. to take full advantage of ISDN to suit individual needs. ISDN serves as the foundation of a wide range of applications for telecommuters, small office home office (SOHO) and all others who require access to multimedia information, distance learning and entertainment services at speeds from 64 Kbps up to 2 Mbps. ISDN is available nationwide and major international destinations worldwide.

    ISDN is a digital telephone, fax and PC communication service that offers two major benefits over normal analogue lines, instead of one analogue line, it provides at least two digital lines over a normal copper wire and, because it is a digital service, both lines can transmit data at 64 Kbps.

    With ISDN, customers can continue to make normal telephone and fax calls as they add fast Internet access, Intranet, e-mail, video conferencing and LAN communication to their business.

    ISDN services come in two types : (1) Basic Rate with 2 virtual digital lines, and (2)Primary Rate with 30 digital lines.

    TM's ISDN Primary Rate services, available in increments of 30 digital lines per Primary Rate, is perfect for customers wanting to connect PABXs or transmit and receive data at speeds from 64 Kbps to 2 Mbps or combinations of the two.

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  2. What are the benefits of ISDN?
    1. A solution today: ISDN is a proven high quality and reliable service.
    2. Fast access to information: Fast call set-up and guaranteed high data speeds end-to-end mean less waiting time.
    3. Simplicity: Having telephones, faxes and computers connected on the one ISDN line makes it an obvious upgrade choice for analogue phone users.
    4. Flexibility: ISDN's wide range of communication options gives customers the opportunity to add new locations to their businesses and grow with them as they expand.
    5. Increased productivity and profitability: ISDN supports new ways of sharing information and working together - such as video conferencing, video chat and e-mail which allow people in different locations to work more collaboratively and efficiently.
    6. Customer service: An ISDN service that gives businesses more options for client contact through special customer care service.
    7. Cost: ISDN offers customers a cost-effective solution for their communication with high bandwidth.

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  3. How many telephone numbers will I get?
    For a standard ISDN line, you are allowed up to maximum of 8 numbers using MSN features (Multiple Subscriber Number) for assigning to one Basic Rate.

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APPLICATIONS

  1. How can I use ISDN?
    ISDN can be used for voice applications, data applications, video and image transfer applications including - Telephony: ISDN provides clear high quality telephone connections. ISDN also can offer some additional call and messaging features compared to analogue services.

    Data transfer: Sending files (spreadsheets, videos and images) from one computer to another.

    Video Conferencing: Live, full colour, two way real time video, audio and data communication. Video Conferencing equipment ranges in size from desktop systems to large room/studio (boardroom) systems.

    Internet access: Fast access to the information and resources available on the Internet and online services, with the confidence that you can still receive or make calls.

    Telecommuting (SOHO): A range of ISDN functions, such as interconnected telephones, faxes and computers, high speed access to computer databases (corporate LANs and online services), e-mail and the ability to dial up other PCs and send information, enables people to work remotely, whether in a regional office, in the field or at home.

    G4 fax: High speed colour fax transmission between G4 type faxes.

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  2. Will I be able to receive faxes while I'm using the telephone or accessing the Internet?
    Yes, because ISDN has two line functionality and from eight numbers (for MSN users), you can have up to eight separate pieces of equipment connected to your service - all with eight different numbers - of which you can use any two at the same time.So as long as your fax machine has a different number, you can send or receive a fax while talking on the telephone or surfing the Internet.

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  3. Can non-ISDN phone (handphone, analogue phone etc) call to my ISDN number?
    Yes, because ISDN has inter-operability to non-ISDN switches.

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  4. Will I still need my old telephone service?
    No, your new ISDN service delivered over your existing telephone cable provides you with two equivalent lines of clearer voice quality, digital G4 fax and high speed data capabilities, so there's no need to retain your analogue telephone service.

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CHARGES

  1. How much customer has to spend on ISDN upfront and usage?

     
    Residential
    (Basic Rate)
    Business
    (Basic Rate)
    Primary Rate
    Deposit
    RM100
    RM200
    RM1000
    Connection Fee
    RM100
    RM150
    RM1000
    Rental per month
    RM30
    RM60
    RM 700*
         
    RM 900**
         
    RM700***
         
    RM 150****

    *
    Basic package only (without Direct Dial In numbers)
    **
    Prime package (rental includes 200 Direct Dial In numbers)
    ***
    Special package for Higher Learning Institutions (rental includes 200 Direct Dial In numbers)
    ****
    Additional Direct Dial In numbers (per block of 100 numbers only)

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  2. What are the usage fees per minute for ISDN?
    Usage charge - same as normal phone rate i.e. 8 cent for the first 2 min and 4 cent/min subsequently for local call and same as International Call rate for international call
    Internet Call - (TM Net ISDN 1525 - 5 cent/min/channel)

    ** 2 cents/min - call charge
    ** 3 cent /min - access charge by TM Net
    ** JARING uses 8 digit number, i.e. same rate as normal phone call

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EQUIPMENT

  1. What equipment do I need?
    ISDN terminal:

    Phone calls only > ISDN compatible phones, ISDN phone systems and other type of ISDN phone equipment can plug directly into the NT. Normal phone customers need to have an interface such as TA or ISDN modem. Plug in normal phone to the analogue port of TA/ISDN modem and make call as usual.

    Internet Access > Computer equipment will require either an ISDN Terminal Adapter/Modem or an ISDN PC Card to be wired between the NT and the computer. This equipment must configure successfully in the PC before use to call to the Internet or do file transfer.

    Video Conferencing > Few types of video conferencing available in the market such as : Desktop VC, Set top VC, Boardroom, PC based VC or Videophone. This equipment can be plugged in directly to NT of the ISDN line.
    All equipment connected to the ISDN network must be CMC/SIRIM approved. Equipment used with ISDN services must be compatible with the ETSI ISDN standards.

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  2. Can I use my old telephones?
    Yes, if your ISDN Terminal Adaptors or ISDN PC Cards can support analogue equipment.

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  3. Can I use my old fax machine?
    Like an analogue telephone, an old fax machine, being analogue, will need an interface (TA) between itself and the NT, either an ISDN Terminal Adaptor, an ISDN PC Card or other systems with analogue ports.

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  4. Can I use my old PC?
    Yes, but you need to check that your PC is capable of sending and receiving data at 64 Kbps because older PCs may suffer from slow processing or slow port speeds and this will limit the speed of the data you send. Check with your supplier to ensure your equipment is suitable.

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  5. How much does the ISDN Digital Modem cost?
    It depends on the product itself but the range is between RM800 - RM2000.

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  6. What type of brand does the TA/Modem have in the market ?
    Internal PC card: VIVID, Teles, etc
    External set: Motorolla, Ascend, Diva, Zyxel and lots more.

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SUBSCRIPTION

  1. How do I check the availability of ISDN service in my area?
    Please visit the nearest TM Sales office.

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  2. How do I apply for the ISDN service from TM?
    Please visit the nearest TM Sales office.

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  3. How long does TM take to install the ISDN service?
    Within 2 weeks.

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  4. Can I have ISDN connected?
    As long as ISDN has been installed at your local exchange and your premises are less than 4km in distance from the local exchange, you can have the ISDN service connected.

    * This distance depends on the cable used and can be further in some locations. TM also provides ISDN extender for customers in a location more than 4km away.

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  5. Can I take my telephone number with me if I move?
    If you move to new premises in the same exchange area, you can keep your existing number. All you have to do is to request from the Sales outlet and get ready with your internal wiring.

    * This distance depends on the cable used and can be further in some locations. TM also provides ISDN extender for customers in a location more than 4km away.

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  6. Will I have to pay any fee for reconnection?
    Yes - the new premises will require new installations and new NT as they are always removed when an ISDN service is cancelled.

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  7. Can I use the existing TM Net and JARING account?
    Yes, you can use the existing TM Net and JARING account with ISDN line.

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  8. Do I need to apply for new Internet account?
    If you do not have any Internet account, you need to apply one and if you already have one, then you can use the existing Internet account.

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QUALITY

  1. Is ISDN better than my existing telephone service?
    For ordinary telephone calls, the voice quality of ISDN may not improve significantly and it will cost more than analogue service on charges of rental, deposit and installation but the cost of the calls may be less.

    Ordinary analogue telephone lines were designed for voice calls only and TM's analogue telephone service is specified to carry data information at less than 9.6Kbps, significantly less than the current modem speeds of up to 28.8 Kbps, 33.6Kbps or 56Kbps. But with TM's ISDN, TM can guarantee high data speeds of 64Kbps and above.

    An analogue channel transfers information by varying the frequency. A modem (MOdulator/DEMudulator) converts digital computer signal to an analogue signal and back to digital signal, whereas ISDN has digital channel which transfers information digitally. It's more efficient for transferring data between computers because the data is sent without conversion and thus more information is sent within the same time.

    ISDN, in conjunction with digital phones, small business systems or PABXs, can provide additional call and messaging features and offers you the simplicity of having your telephones, faxes and computers all connected on the one line - and because one Basic Rate service provides two digital lines, you can use two applications simultaneously.

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TM'S RESPONSIBILITY

  1. What will TM provide?
    TM will install an ISDN socket and Network Terminating Unit (NT) in your premises. The NT is a small plastic box (approximately 15 cm long, 10 cm wide and 4 cm high and it also depends on the 5 switches namely Ericson, Alcatel, NEC, Fujitsu and Nokia) that acts as the end point of the ISDN service. Some NTs are AC powered.

    Your equipment will either plug straight into the NT or be connected by S-Bus cabling.

    The NT remains the property of TM and is removed when the service is cancelled.

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AFTER SALES SERVICE

  1. Who do I call if I need to report a fault?
    If you find a fault with your service, you should call 100 (or 1060 corporate customer). This service is open 24 hours a day, 7 days a week. TM related Sections will then test the service to locate the fault and advise you accordingly, and where necessary undertake maintenance or repair of the service.

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OTHER ENQUIRIES

  1. How do I contact TM Net?
    You can visit TM Net website at http://isp.tm.net.my.

    TM Net Customer Care/ Helpdesk
    Tel: 1300-88-1515
    Fax: 03-26870000
    E-mail: support@tm.net.my
    Working hours : 24 hours 7 days a week

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