MiCloud Global Users

The MiCloud Global Users service enables you to have remote users in countries outside of your account's primary country. All profile features supported for domestic users are also supported for global users.*(See limitations for add-on features below.) 

Before you can add a global user to your account, you must first contact Support to request phone numbers be added to your account for use with the Global Users service. Once the requested phone numbers are added to your account, you can then add global users to your account and assign the available Global Users numbers to those users. Global users are added to your account using the standard Add User procedure.

Usage Details

The following list describes some details specific to the Global Users service:

• Extension-to-extension dialing between global users, from global users to domestic users, and from domestic users to global users is supported.
• Global users can initiate unlimited calls to other users on the same MiCloud phone system.
• Global users can initiate unlimited outbound calls terminating in the account's primary country. (Example: If you have a US account with a global user located in Australia, that user can initiate unlimited outbound calls to the US.)
• 1000 local outbound minutes per month are included for calls terminating in the global user's local country. (Example: If you have a US account with a global user located in Australia, that user has 1000 minutes of outbound calls to Australian phone numbers included per month – including calls to local mobile numbers.)
  • Outbound calls are handled as calls originating from the global user's local country (the country in which the user is physically located). Local country dialing rules apply.
  • Local outbound calls beyond the 1000-minute limit are charged as international calls from the account's primary country; outbound calls to local mobile numbers are charged as international mobile calls. (Example: If you have a US account with a global user located in Australia, all the user's calls to Australian numbers beyond the 1000-minute limit are charged at the international or international mobile rate for calls from the US to Australia.)
• Outbound calls terminating in countries other than the account's primary country or the global user's local country are charged as international calls from the account's primary country.
• Softphone and Mobility are supported for global users.
• Add-on features supported for domestic users are also supported for global users, with the following conditions:
  • Scribe: This feature is available for English language voicemails only; voicemail messages in languages other than English will not be transcribed properly.
  • Teamwork: Teamwork is only available for US and Canadian accounts; global users on US and Canada accounts will also have access to Teamwork. Teamwork is not available in the UK or Australia, and global users on UK and Australia accounts will not have access to Teamwork.
  • Collaboration: Conference numbers provided for global users are local to the account's primary country and conference greetings are provided in English only. When using the Call Me feature to dial back international phone numbers, the complete phone number, including the country code, must be entered. Global users must include the local country code they are dialing from.
    NOTE: Using the Call Me feature to dial back international phone numbers may result in additional call charges.
  • Contact Center: IVR prompts and greetings are English only.
  • Call Recording: Call recording is not supported for global users located in Germany. 

Requirements and Restrictions

The Global Users service has the following requirements and restrictions:

• Global users are available for MiCloud accounts only; they are not available for Sky customers.
• Global users are supported for Essentials, Premier, and Elite profiles only.
• Outbound calls to toll-free and special numbers terminating in the global user's local country are not guaranteed.
• Global users must be physically located in the selected country and a valid physical address from which the user works must be provided. See table below for country-specific requirements.
• When a global user dials their local emergency services number, the call is routed to the emergency call handling system for the country in which they are located. Global users are responsible for ensuring that their emergency location information is up-to-date and accurate at all times. Contact Support for assistance with updating your emergency location information.
  NOTE: Emergency services dialing is not supported for global users located in Belgium.
• Global user extensions must not start with the same digits used for dialing local emergency services.
• Global user phone numbers can only be assigned to users, they cannot be mapped to other call flow components.
  NOTE: For information about the MiCloud Global Numbers service, which provides inbound calling only and can be used to map to call flow components, such as hunt groups and auto attendants, see MiCloud Global Numbers.
• Phones may be ordered and shipped to the account's primary country only; to order phones for global users, contact Support.

Additional Requirements Information

The following are valid forms of ID:

• Government-issued ID cards
• Passports
• Driver's licenses

For proof of address, the following must be provided:

• Business entities must provide the following:
  • An enterprise registration certificate
  • Germany: A Handelsregisterauszug (Commercial Register Extract) or Bescheinigung der Gewerbeanzeige (Certification of the Trade Advertisement) is required
• Individual end users can submit the following:
  • A utility bill, provided by a recognized national provider, issued within the last six months
  • Germany: German government issued national ID card or Meldebescheinigung (Registration Card) is required

Supported Countries

The following table describes the countries for which the Global Users service is supported.

NOTES:

• The Service Level Agreement for the account's primary country applies to global users on the account.
• For information about GDPR compliance, see GDPR Compliance.

System Maintenance

System maintenance is scheduled according to the account's primary location/country. Global User profiles are subject to these maintenance schedules. For details, please refer to the MiCloud Terms of Service and the Trust Site.