Voice Services

Enreach Telecom voice services cover 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 refer 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, Elisa’s, and DNA carrier networks (2G,3G, and 4G). A mobile call is a call initiated from or received to a mobile device. The calling line number shown to a called party can be an 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 the 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 Finland 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 traveling in the EU as if the user was at home. Roaming consumption is taken from a 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.

• 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 mobile data connection and on request, a limited data speed in 3G and 4G(LTE) networks. Enreach does not guarantee a specific data speed. Enreach mobile subscriptions follow Traficom net neutrality ruling regarding data speed. Net neutrality is ensured by EU Regulation and Traficom monitors compliance with the Regulation in Finland. The Regulation aims at ensuring that operators treat all internet traffic equally.

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 the customer’s right to use the service in another operator’s network within the EU/EEA without surcharge. In such a 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 price list. Further, customer’s right to Roam Like At Home is limited to temporary use monitored over a 4 month period. If, during this period, the 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 the right to charge customers a surcharge according to the current roaming tariff or discontinue roaming.  

By default, Enreach will apply EU regulations of 50€ (excl. VAT) data roaming limitation for every subscriber. After the user has consumed data for 50€ in a roaming state outside of the EU, a data connection outside of the EU/EEA will be blocked.

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

A customer operating in Telia and DNA networks has a right to request a data roaming limit to be changed to 0€, 100€, 300€, 500€, 1500€, 5000€ or to be removed. A customer operating in Elisa-network has only 50€ data roaming limit available or the option to remove the data limit. 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 one message. With multimedia messages (MMS) users can send pictures to other mobile subscriptions.

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

Roaming

Users can send and receive SMS’s or MMS’s in a roaming state by default. Depending on the 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 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 + 358 40 450 3001 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 generated with

• Voice for Teams by Enreach 

• IP-phone

• Voice for Windows by Enreach

• Voice for Browser by Enreach

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 traveling VoIP calls are considered originated from Finland. Users must enter the dialed number with a local area code.  

Special rated calls

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

Additional services

Mobile payment (mobiilimaksu)

Mobile payment is a service, where users can pay for example a bus ticket with the mobile application and the cost is added to the mobile phone bill. A description of the service is available at http://www.mobiilimaksuinfo.fi/.

Mobile payment is supported with all subscriptions, Telia, DNA, and Elisa.

Payment limitations vary between Telia, DNA, and Elisa but the generic guideline for a one-time purchase maximum is 50 EUR and/or 300 EUR/month (incl. VAT). Mobile payment usage can be prohibited with the premium rate barring services (e.g. P2/P3).

Balance inquiry (Saldokysely)

A balance inquiry is not supported today by Enreach billing service.

Mobile Certificate (Mobiilivarmenne)

Enreach offers for users with Enreach Telia and DNA subscriptions a mobile certificate (mobiilivarmenne) service. With a mobile certificate, a user can perform electronic signings and identifications. A detailed description can be found from https://www.benemen.com/fi/asiakastuki

Users can activate a mobile certificate with Finnish online banking credentials. Users can retrieve a list of supported banks via a mobile certificate website.

General telecom services

Numbering

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

Number porting

Customers can port their existing mobile or fixed-line numbers to Enreach and retain the same numbers as they currently have when Enreach services are taken into use. Enreach requires a mandate from the owner of the number (company/individual user) for porting a number from the current operator to Enreach. In order to port a number successfully, the current operator must approve the porting.

The standard mobile number porting process takes 5 business days at the minimum and the fixed number porting process takes 15 business days.

When a customer contract ends or when the subscriber leaves Enreach services, he/she has a possibility for number porting out. Enreach does not offer services to consumers. If the user wants to port the subscription to himself or to another company, 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.

New mobile numbers are from Enreach own number block. Enreach has a number block starting with 040 towards Telia-network and another number block starting with 045 towards DNA-network and 046 in Elisa -network.

Business numbers (valtakunnallinen yritysnumero) 

New business numbers (yritysnumerot) starting with 0293 are available for customers. In addition Enreach enables number porting for business numbers from other operators. These numbers (business numbers) are fixed-line telephone numbers that are the same in all telecommunications areas. To call to a nationwide subscriber number, you have to dial the number in full. You do not need to dial any area codes or operator prefixes.  

Special rated numbers

Enreach offers new special rated numbers and porting possibilities for existing ones. However, calls to special rated numbers are allowed to queue call usage only.

0800-numbers

Enreach offers new 0800-numbers and supports porting of existing 0800-numbers. New 0800-numbers consist of regular and gold-numbers both having its own cost structure. 0800-numbers are free for callers and actual received calls incl. calls in queue before answered are charged from customer per minute based.

0900- and 0600-numbers and other service numbers

Enreach offers new 0900- and 0600- numbers and supports porting of existing numbers.  

The 0900 numbers are reserved for public utility services (palveluryhmä I -yleishyödylliset palvelut). The 0600 numbers are reserved for consulting and ordering services (palveluryhmä I -yleishyödylliset palvelut ja palveluryhmä II -asiointipalvelut). 

SIM cards and devices

SIM cards

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

eSIM
Enreach eSIM (electronic or embedded SIM) is an SIM card capability built into smartphone. If eSIM support is built in to the device, then it is not necessary to install a traditional physical SIM card, but the subscription is opened electronically in the device for eSIM.
Enreach eSIM supports the same Enreach SIM subscription profiles as what is available for the Enreach standard SIMs when operated in DNA/Telia/Elisa carrier network. eSIM does not support mobile certificate service nor Apple watch installation. eSIM mobile certificate support added to Telia subscriptions 02/2024.
A new subscription can be activated either with a standard SIM or with an eSIM. If and when needed SIM card change can be done between eSIM and standard SIM.
eSIM activation is done with a QR-code which is sent to users email and can be found also from Enreach VoicePortal under user profile management.

Extra-SIM

ExtraSIM users can use the same mobile number in two devices without a need to swap the SIM card from the device to another. ExtraSIM enables usage in any of Enreach’s Finnish carrier networks.

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 the 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 at either of the SIM subscriptions first. In the roaming case, ExtraSIM’s real number is shown to called party. The same restriction applies to SMS messages whether roaming or not.

Devices

The customer acquires and maintains suitable devices for mobile calls and VoIP calls. With a special agreement with the 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 Teams phone) in customer’s responsibility.

Number directory services

All mobile and fixed numbers will be added to the number directory service, if not requested otherwise. If there are charges for example for personal fixed numbers, those are charged from the customer according to the agreement. A number information is passed on to the Suomen Numerokeskus Oy once a day, which is used by major number services operating in Finland.

Call and SMS Barring

All outgoing calls can be barred based on Enreach customer preferences. Enreach implements call and SMS barring according to the categories as defined by Traficom.

Barring groups for voice calls are grouped in 5 different barring categories.

Category U

Barring category U bars outgoing traffic to international telephone networks as well as service numbers with international switching function within their general services.

Category P1

Barring category P1 bars outgoing traffic to general services, consulting and ordering services, entertainment, and adult entertainment services. This category is the strictest barring group.

Category P2

Barring category P2 bars outgoing traffic to consulting and ordering services, entertainment, and adult entertainment services.

 Category P3

Barring category P3 bars outgoing traffic to entertainment and adult entertainment services.

 Category P4

Barring category P4 bars outgoing traffic to adult entertainment services.

By default, Enreach applies Category P3 call barring for every user from the customer.

Services can be recognized from the phone number they use. They are classified in service groups according to the first digits of the number. A detailed description of numbers and their classifications is maintained by Traficom and can be found from their website:

Premium rate numbers

Premium rate numbers are numbers that are not standard fixed line or mobile phone numbers. Premium rate numbers can be recognized from the phone numbers and those are listed on the Traficom website:

The charging of these numbers consists of the service provider charges added with the network charges. The Premium rate number service provider is obligated to inform their customers about the call charging.

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 Teams phone) are supported only in Finland and always routed to the Finnish emergency center based on the location information entry. Location details are passed to the emergency center based on the BeneDesk location entry. While traveling outside Finland VoIP calls to the emergency number are not supported, because the location information nor the country in which the user currently is not available.

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