Voice Services

Enreach Telecom voice services covers traditional Mobile and Fixed line services over VoIP. Devices can use a Mobile or a Fixed network for carrying the calls to the destination

Voice services refers to calling and receiving calls to/from other telecom networks (national or international calling). Calls can be placed to or initiated from either VoIP- or Mobile terminals, which is relevant for defining if the call is categorized in the traditional meaning as “Mobile” or “Fixed”.

Mobile telephone services

Enreach offers mobile telephone services for business users in Telia’s carrier network (2G,3G and 4G). A mobile call is a call initiated from or received to a mobile device. Calling line number shown to a called party can be either mobile or fixed number.

Due to the radio network, data transfer and general communication network features, a user might experience some slowing down or interruptions in the services. Mobile services are affected by a used device, its condition, climate, buildings etc., therefore Enreach cannot assure uninterrupted services although Enreach applies everything possible to provide continuous service without interruptions.

Changes or maintenance carried out by network carrier is not in Enreach responsibility. Enreach informs customer’s contact persons about changes and malfunctions in the mobile network based on the information received from a network carrier.

Phone Calls

The Enreach mobile solution offers the possibility to place and receive voice calls in national and international networks with a mobile device.  

Roaming Calls

Voice calls, SMSs and data are supported outside Sweden according to the network carrier roaming agreements. Roaming prices and supported countries are listed in the roaming pricing document provided by Enreach. The user may see restrictions when calling to premium rate numbers while roaming. 

While roaming in EU countries there are no additional roaming charges for calling (to mobile and fixed phones) and sending SMS messages. Customer is invoiced the same price for using these services when travelling in the EU as if the user was at home. Roaming consumption is taken from customer domestic mobile tariff plan or package.

When a user is roaming outside the home network there are some exceptions/limitations to the availability of Enreach additional services:

• A work number will not be presented in all cases. The presented number will be a mobile number instead.

• Roaming calls will not be reported by the Enreach Reporting service.

• An availability information cannot be assured.

• Recording of calls to and from the mobile device will not be available.

Enreach cannot guarantee the functionality of the roaming network.

Mobile Data

Enreach offers a full rate mobile data connection in 3G and 4G(LTE) networks. Enreach does not guarantee a specific data speed. Enreach provides theoretical maximum speed and performs a best effort to deliver to the customer a highest possible data connection speed.

For Enreach users in Telia network its own APN settings can be used in all cases. Devices are normally using it automatically.

To enable mobile data usage, correct settings must have been applied. Instructions on how to configure the mobile data connection can be found from the Enreach website. Most of the phones receive internet and MMS settings by default.

Data Roaming

Roam Like At Home (RLAH) is customer’s right to use the service in another operator’s network within the EU/EEA without surcharge. In such case, Enreach has the right to limit the available data volume according to the EU regulation. Any limitations of the data volume (Fair Use Policy) are shown in the pricelist. Further, customer’s right to Roam Like At Home is limited to temporary use monitored over a 4 month period. If, during this period, user has spent more time abroad than at home and roaming usage exceeds domestic usage, Enreach can ask clarification for the situation. If such use is not temporary, Enreach reserves right to charge customer a surcharge according to the current roaming tariff or discontinue roaming.  

By default, Enreach will apply EU regulations of 520SEK (excl. VAT) data roaming limitation for every subscriber. After user has consumed data for 520 SEK in a roaming state outside of EU, a data connection outside of EU/EEA will be blocked.

Data consumed in roaming state is charged separately and not included into a data package.

Customer operating in Telia network has a right to request a data roaming limit to be changed to 0,520,1000,1500,2000,2500,9500,10000 and 30000SEK, or to be removed. The change to a data roaming limit will be implemented user-specifically in BenePortal.

Messaging

Enreach supports sending standard SMS messages and multimedia messages. With SMS messages mobile phone users can send 160 characters text messages to one or several other mobile subscriptions. Each 160 characters message string is considered as a one message. With multimedia messages (MMS) user can send pictures to other mobile subscriptions.

Instructions on how to set the relevant MMS settings can be found on the Enreach website.

Roaming

User can send and receive SMS or MMS in a roaming state by default. Depending on country there might deviation in SMS and/or MMS prices. Enreach has published roaming prices for SMS and MMS’s. Roaming prices are informed to the customer by SMS, when entering to a roaming state.

Lost phone or request for PUK-code

If a user has lost his mobile phone, it is highly recommended to immediately freeze the subscription. This can be done with a phone call to number +46 84 468 1020 or in BenePortal.

If the PIN-code has been mistyped three times, the PUK-code, which opens services again can be quoted from the same number. PIN and PUK codes are also printed to the SIM card and visible in BenePortal.

In these cases, the user needs to be able to identify himself according to the instructions.

VoIP calls

IP telephony within the Enreach portfolio is used with

• Microsoft Teams client  

• IP Phone

• Voice for Windows

Calls are routed via a “Fixed line” by a local operator but are otherwise location agnostic. Users can place and receive a call the same way independent of the current location. Even while travelling VoIP calls are considered originated from Sweden. User must enter the dialed number with local area code.  

Special Rated calls

A user can place special rated calls within the limits of call barring groups enabled to the user.

General telecom services

Numbering

Appropriate numbering is offered to the customer in form of new number or number porting.

Number porting

Customers can port their existing mobile, fixed line and premium rate numbers to Enreach and retain the same numbers as they currently have, when Enreach services are taken into use. In order to port a number successfully, the current operator must approve the porting.

The standard SLA for mobile number porting process takes 5 business days and the fixed number porting process takes 15 business days.

When customer contract ends or when subscriber leaves Enreach services, he/she has a possibility for number porting out. Enreach does not offer services for consumers. If the user wants to port the subscription to himself or to another company, an approval for the porting will be required from the customer. If the subscription is terminated and Enreach has not received a number porting request, a number will be returned to the original operator.

New numbers

Enreach offers a possibility to provision new numbers for mobile, fixed line and special rated services based on number availabilities for geographic and non-geographic numbering plans.

Calls to special rated numbers are allowed to queue call usage only.

SIM cards and devices

SIM Cards

Enreach undertakes to deliver appropriate SIM card to the customer and users. Enreach offers SIM cards sizes of full size, micro and nano SIM’s.

ExtraSIM

With ExtraSIM user can use same mobile number in two devices without a need to swap the SIM card from device to another.

ExtraSIM has an additional cost attached to the user’s main mobile subscription package. ExtraSIM has MobileFlex package content and optionally a separate data package can be added.

Own mobile number ad PIN/PUK codes are allocated to ExtraSIM. When user makes a call with ExtraSIM the main subscription’s number is shown to a called party.  Incoming calls will always be allocated to both mobile numbers. Depending on circumstances call arrives to either of SIM subscriptions first. In roaming case ExtraSIM’s real number is shown to called party. Same restriction applies to SMS messages whether roaming or not.

Devices

Customer acquires and maintains suitable devices for mobile calls and VoIP calls. With special agreement with customer Enreach contributes to the purchase of the devices, such as headsets to PC / mobile devices.

The functionality, maintenance and possible updates of the devices and software are (for example Microsoft Teams/Skype for Business) in customer’s responsibility.

Call and SMS Barring

Premium rate number prefixes in Sweden are

• 0900 – Information. Used for information services, telephone support and customer services

• 0944 – Entertainment. Used for entertainment, competition and games

• 0939 – Other. Used for payment of membership, advertising or counseling

• 099 – Major events (TV / radio). Used for mass call and common in polls and competitions (cost per call)

• 118 – Number information services

• A short code is the number where the SMS order is being sent (in Sweden for instance, these are 5-digit numbers starting with 7)

Premium rate numbers

By default, the call barring applies to premium rate and mass calling services. Also, premium rate SMSes are barred by default.

Barring of number information services starting with 118 prefix are allowed by default but can be blocked via the Portal.

Emergency calls

Dialing to the emergency number (112) is supported from the mobile as well as from the IP-phones free of charge. Mobile calls are always routed directly to Emergency call centers by the network provider, also while roaming.

Emergency calls from IP-phones (or Microsoft Skype and Teams) is supported in Sweden and routed  based on the regulator guidance on prefix usage for the emergency center location information  (e.g. emergency calls routed to emergency center in Stockholm/Sweden).

Calls from the Microsoft Skype or Teams Mobile applications to the emergency center are not supported. From mobile devices the user must use the mobile network for emergency calling, not Microsoft Skype or Teams application.