Google Voice: Learn More

Commonly Asked Service Questions

Q: Can I keep my existing number or do I have to get a new number?

A: Existing or grandfathered numbers are not affected, you can keep that number and also set up a district domain number if needed.

Q: Can I choose my own number or area code?

A: Yes, as long as Google Voice has phone number inventory in that area code.

Q: Is there any archiving function like Vault for Google Voice?

A: There is no Vault integration at this time. This is currently in alpha testing and may be available in mid to late 2020. Archive will include Metadata, SMS content and voicemail transcripts via Gmail integration.

Q: Is Google Voice covered by G Suite legal agreement?

A: Google Voice is a G Suite core service which means it complies with the G Suite SLA, but does require additional acceptance of service-specific terms.  The terms are https://gsuite.google.com/terms/service-terms/index.html section 8.

G Suite super-admins accept these terms online during the acceptance of the Google Voice license.

Q: What are grandfathered licenses? 

A: Grandfathered licenses are Google Voice licenses that were assigned to G Suite accounts before February 2019.  Consumers can continue to sign up for consumer Google Voice which is still free and can be connected with any Gmail account.  Consumer licenses are free licenses with limited functionality.  G Suite users with consumer licenses are grandfathered in, but no new consumer licenses can be attached to G Suite users.

Q: Can you tell me how many grandfathered licenses our district has? Is there any way we can find out who has them?

A: We do not have that information and neither does Google because of privacy laws as these are essentially personal accounts.  However, if you assign a managed Google Voice license to a user that has a consumer (grandfathered) license, Google Voice admin console will tell you how many users.

Q: How does the trial impact grandfathered licenses?

A: These accounts are not affected but can be migrated into the Licensed Google Voice System.

*However once migrated they cannot return to grandfathered status and must be paid for after the trial.*

Q: How does emergency calling work with Google Voice?

A: Each user has a Service Address plus the Primary Address for Support/Billing

Service address for emergency calls – If a user calls an emergency number, Voice sends their service location to emergency services. For nomadic devices (mobile, computer) Google Voice uses GPS or GeoIP, for deskphones Google Voice uses the configured service address.

You add the service address when you assign a user their Voice number. If you let users choose their own phone number, they add their service address when they sign up for Voice.

Q: Can our school set up a number (local number) so the caller can see that the call is coming from our school administration or front office?

A: Currently there is no way to override caller ID with Google Voice.  The caller ID will show the phone number that was assigned to the teacher, not the published phone number of the school.

Commonly Asked Billing Questions

Q: Is there a minimum license purchase when purchasing through Amplified IT?

A: Yes the minimum license purchase is 50.

Q: What is the minimum length of service offered by Amplified IT?

A: Minimum length of service is 12 months.

Q: Can I discontinue my service at any time?

A: Yes, but you are required to provide Amplified IT 60-day notice before discontinuing service.

Q: Does Amplified IT take credit cards?

A: No we do not accept credit card payments for Google Voice, we will only accept purchase orders. We do accept credit cards for other select products.

Q: Is Google Voice currently available on a purchasing vehicle or procurement contract?

A: Google Voice is available on TIPS.

Q: Can we purchase fewer licenses than are currently assigned in my Google Voice Trial?

A: Yes, however in order to accept the commercial license from Amplified IT, the number of active licenses in a trial needs to be equal or less than the number of licenses in the order. To remove licenses please see this article on license management.

Q: How long before I want to renew should we let Amplified IT know?

A: Amplified IT will send out reminders 90 days before your service end date. Please reach out to your Regional Account Manager for an estimate to issue a PO for the new term. 

Q: Will Amplified IT be tracking usage?

A: Yes we will be tracking usage monthly.

Q: Will we have to pay for the licenses we are not using?

A: Google allows an inventory of phone numbers equal to 2x the current number of active licenses.  Numbers in excess of this ration will be billed at a rate of $5 per month, starting in Q1 2021.

Q: What are the regulatory fees?

A: Google is required to collect and remit fees to support and finance local governments’ operation of emergency calling services (“E911”), even if Voice isn’t used to call an emergency service. These fees are mandatory fees issued by the telco governing authorities. 

Q: Are any taxes included in the regulatory fees?

A: No, Educational institutions are tax-exempt entities which is why we require that you send in your tax exemption information with your purchase order before we can turn on service.

Q: Are there international calling charges? Are they included in my license fees?

A: International calling charges are not included in the fees and are charged as a separate line item. You may find a list of the international calling costs here: Calling Rates.

Q: Are there any other data or overage charges?

A: No, there are no additional data charges.

Q: I would like to purchase fewer than 50 licenses? Is there anywhere else I can get the EDU offer?

A: You can purchase directly from Google using a credit card for billing. 

If you are not an Amplified IT customer, you can buy less than 50 seats directly from Google, at gsuite.cloud.com/voice.  However, to get access to 50% discount, please email voice-gtm-help@google.com, and include your G Suite domain and super-admin email address.  

An electronic offer will be sent.  Note:  Credit card payment only for Google Direct transactions.

If you are an Amplified IT customer you will have to cancel your existing relationship with Amplified IT as your primary reseller in your Google admin console.

**NOTE: that if you are purchasing G Suite Enterprise for Education you must purchase both services from the same source – this is due to current system restrictions at Google.**

Amplified IT and David Rosenthal from the Google Voice team recently presented an overview of Google Voice, reasons why we recommend it, and best practices for education. Watch the recording here.