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FAQs - General |
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1. How do I test my VoIP speed?
How to: a. Turn off the softphone. b . Access http://www.testyourvoip.com and run the test to Boston. c . Forward the following info: Test scores, just forward the numbers. As the test is running, make sure the applet uses port 5060 to complete the test. A message will appear if the applet needs to use a different port. Forward any error messages. |
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2. How much bandwidth do I need?
Your connection speed (bandwidth) must be sufficiently high for the type of vocal codec you are using. Vocal codecs (or just ""codec"") are the standard means by which your IP Phone (UA) encodes your voice and transmits it across the Internet. The codec that is picked for a particular phone call is primarily determined by your UA's configured preferences. Consult your UA's manual to determine how to change codec preferences.
To use the best quality / highest bandwidth codecs (G711a/u) we recommend a connection speed of no less than 90Kb/s (up/down).
See the knowledge base article on codecs for more information.
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3. Sometimes the voice of the person I am speaking to sounds choppy or broken up. Why? What can I do?
The most common cause is poor Internet connection, quality or bandwidth. Very often what is sold as a "High Speed" or "Broadband" connection is not up to the task of transmitting voice packets in a timely or reliable manner. Problems such as high latency (slow delivery of packets) or packet loss (actual dropping of voice data) can be seen from time to time on some providers' networks. These problems will be heard by you on your IP phone call long before they are noticed for other data activities like checking email or web browsing. To track down where the problem is coming from, you can use packet tracing software to reveal network bottlenecks and get them reported to your ISP. We recommend a product called "Ping Plotter". You can download a free trial version at http://www.pingplotter.com. |
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4. Poor voice quality when calling the PSTN.
Unsatisfactory PSTN call quality could be related to slow/unstable Internet connection or poor PSTN termination.
First, make sure VN to VN or echo test , 600 type calls are of good quality.
If they are not, this is not a PSTN termination issue, please review our other "Voice Quality Issues" articles.
If audio quality within network calling is satisfactory, the issue is poor termination related. In this case, you must do the following:
a. Call the number you are having problems with.
b. Call another number with a different area code/prefix.
c. Determine if you had the same problem when calling both numbers or just one of them.
d. Forward your test results to our support team for further review. Make sure to include the call history of the faulty calls.
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5. IP to IP voice quality. VN to VN or system related calls are of bad quality.
VN to VN call quality depends entirely on the available bandwith the two communicating parties have.
Please check the following:
a. Contact your ISP to determine your Upload/Download speed..
b. If you have any other PCs or SIP adapters within your network, please unplug them from your modem or router and try to place your calls again.
c. Change the CODEC your SIP device is using. G729 and G723 are best for low speed bandwidth.
d. If using a softphone, make sure your PC has enough resources to run the softphone by reviewing the softphone's manual. Check the available disk space and RAM memory.
e. Having a peer to peer software like Kazaa or Lime Wire affects the performance of your network, since downloading files utilizes a great amount of bandwidth.
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6. Where can I find information on rates and plan fees?
The rate calculator may be used to view our International rates. Please be sure to check specific prefixes to determine rates. World Wide Calling works like a prepaid phone card and allows you to call any regular telephone number worldwide based on length and destination of the call.
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7. Why doesn't my virtual number register with the SIPproxy?
Check the following:
1. Follow the online configuration guide at (link). Make sure you have the correct VN and Password.
2. Disable any personal Firewall. The Firewall could be blocking SIP ports from 5060 - 5069. Blocked ports can also cause one-way audio.
3. Disable Windows XP Firewall, as it could be blocking these ports.
To verify if your Firewall is enabled, follow these steps:
a. In Windows, right click on "My Network Places". Select "Properties".
b. Once in the Local Area Connection properties window, click on "Advanced".
c. Under Windows Firewall, click on Settings.
d. Set the Firewall to "Off".
If you do not want to disable Windows XP Firewall completely:
a. In Windows, right click on "My Network Places". Select "Properties"
b. Once in the Local Area Connection properties, click on "Advanced".
c. Under Windows Firewall, click on "Settings".
d. Click on the "Exceptions" tab.
e. Under Programs and Services, look for the X-Lite check box. Make sure it is checked.
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8. Why can't I access my voice mail from a PAP2 or Sipura device?
If you cannot access the Voicemail system, even with the correct VM password, the SPA/PAP2 DTMF settings are incorrect.
To correct the settings:
a. Access the device's configuration settings. If you do not know how to access the device's settings, please use our set up instructions at: (link)
b. Click on the "Admin Login" button near the top right side of the screen.
c. Click on the "Line 1" tab.
d. Click on Advanced "Line 1" tab.
e. Change the "DTMF Tx Method" settings to "AVT"
f. Update the settings.
g. Apply the same procedure for Line 2 DTMF settings.
h. Attempt Voicemail access.
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9. I can place calls but I am not able to receive them, what is wrong?
Every time you install any Softphone in Windows 2000 or Windows XP, make sure you are logged on as the computer Administrator. This will give you full control of NTFS permissions needed to access the folders during the installation.
Do not install the Softphone using the "Run As" option, as it is not meant for installations, but to run a program.
If you use the "Run As" option, you may not get an error message. Due to insufficient NTFS permissions for some folders, some components won't be installed causing the application to fail.
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10. When my number is called, the system immediately replies with "the number is not available" without the line actually ringing.
Check the account My Control Panel to verify the device is registering with the system. Next to the number, you will see a line containing: Registration expires @ …. UA Type: (SIP device).
If the registration line is missing, the device is not connecting to the system and therefore it will not receive calls. Thus the system will immediately detect the lack of registration and reply with the "person is not available to take your call at this time". In such case, the device is either offline because it is turned it off or there is a problem with it. If the device is not off, the connection to the network should be checked as well as the device configuration settings should be reviewed. A network may be in order.
If the registration line is present, the following need to be verified:
a. Check Call Forwarding for that number. If CF is set to "Send immediately to my voicemail" option is set, it needs to be removed in order for the device to receive calls normally.
b. The device is having connection issues where the registration interval is so long that the device is offline and the control panel registration is still present. The device registration interval needs to be changed to 300 seconds or 5 minutes.
c. The device has problems with the router, NAT issues:
If the router lost connection to the Internet, most routers will flash for an instant and have to reconnect to the attached devices. As a connection is re-established the router will block outside connections to an internal device unless the internal device makes contact first.
Consider forwarding the device's ports on the router so it will not cut off your SIP device from outside connections.
If you reboot the SIP device, establishes contact with the SIP server and then the router opens up that link and allows two way communication between the devices. If the router looses contact with the SIP device, then when the SIP server tries to make contact with the device, the router blocks the connection, hence busy signal.
Unless you have port forwarding set up, the sessions need to be established from the inside. If the router is reset or as an issue, any existing sessions normally get forgotten about and thus dropped. The SIP protocol deals with this by having a reregistration period.
The re-registration period is 5 minutes (300 seconds). If the SIP device is working properly and the router does lose its information, the SIP device should fix the issue within 5 minutes.
Putting the SIP in the DMZ on your router should fix this problem, as well.
Note: IP to IP calling is allowed without registration/authentication. The system will not allow incoming or outgoing PSTN alls without proper device connection to the system.
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11. What does error 407 mean?
An authentication error, which most often occurs when the password in the phone's configuration does not match the one currently assigned to the VIPConnectz number.
You must use the password you chose for that particular VIPConnectz number. If you change your password in the account's control panel, you must also change the password in your phone's configuration. You may retrieve your password via e-mail at (link).
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12. Sometimes when I try to place a PSTN call, I get a recording stating:
"An error has occurred. Please contact Technical Support with error code 104."
The system has detected more than one IP Phone (UA) registered with a phone number that is associated with an unlimited calling plan. Calling plans are restricted for use by only a single UA to prevent abuse. The simple solution is to make sure that you only have one UA programmed with the virtual phone number that is associated with your calling plan.
Occasionally, due to power outages or UA reboots more than one registration can appear for the same UA, triggering an error 104. You can check when the old registration will expire in the My Control Panel).
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13. Sometimes when I try to place a PSTN call, I get a recording stating:
"An error has occurred. Please contact Technical Support with error code 205."
The system has detected a PSTN call from an IP Phone (UA) that is not registered correctly. To prevent abuse, all UA's must register with our Proxy Server before they can place a PSTN call.
Common reasons for your UA to be unregistered:
PROBLEM: Your USERID (phone number) or PASSWORD in the UA is set incorrectly.
SOULTION: Re-enter your USERID and PASSWORD, if necessary.
PROBLEM: "Registration" is set to "Never" or "No" in the UA's Configuration.
SOLUTION: Modify the UA's Configuration to force it to register before placing a call.
PROBLEM: Call placed too soon after registration.
SOLUTION: Wait at least 5 seconds after successful registration before making a PSTN call.
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14. What does error 307 mean?
The VN does not have an active status. This is most likely to be due to E911_SUSPENSION of an IC (interconnected Acount) that does not have their VN associated with a DID for 911 purposes.
All Virtual Numbers under this account will not work until all DIDs have 911 info. The account will automatically be reinstated once all DIDs have been updated. Red text on the DID and VN pages will be received, stating that these items must be complete.
E911 applies to US Residents.
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15. What does error 404 mean?
This is a general failure to authenticate your account or the destination number is unavailable or incorrect.
Ensuring your account is properly entered:
Make sure your 7 digit phone number and password are entered properly. Close out the Softphone and re-open. Ensure that it registers correctly with "Logged In - Enter Phone Number".
Active status.
16. How do I dial a phone number using my VIP Connectz account?
To call another VIP Connectz user, dial their 7-digit VIP Connectz phone number. To call a regular (PSTN) phone number is the U.S., dial 1 + (area code) + phone number. To call a regular (PSTN) phone number outside the U.S., dial 011 + (country code) + (city code) + phone number.
17. How do I update my billing information for my calling plan?
You can update your billing information by logging into your ABC using your username and password. Once logged in, click on Service Plan. Here you can review the details of your VIP Connectz calling plan. Click Next until you see your current billing information. After making changes, click the Submit button.
18. I forgot my password for logging into my ABC. How do I retrieve it?
On the ABC login page, you can have your password sent to you by providing either your ID number or email address. Next, click the Send Password button and your password will be emailed to the email address on file.
19. What does error 104 mean?
This occurs when the VoIP network has detected your IP Phone # being used in more than one location. Calling plans are restricted for use by only a single device or soft phone to prevent abuse. The simple solution is to make sure that you only have one device or soft phone programmed with the virtual phone number that is associated with your calling plan. Please disconnect any additional devices that have your IP ph# so that only one remains online. Once you have done this, please allow a few minutes for your device or soft phone to re-register with the VoIP network.
20. What does error 401 mean?
This error occurs if the username and/or password are entered incorrectly within the phone configuration. Please verify that you are entering the proper username (or phone#) and password.
21. What are the system requirements to use the VIP Connectz Service?
SYSTEM REQUIREMENTS FOR XLITE SOFT PHONE
Processor: Intel Pentium III 700 MHz or equivalent Memory: 256 MB RAM
Hard Disk Space: 30 MB
Operating System: Windows 2000, Windows XP, Mac OS X 10.4
Connection: High Speed. IP network connection (broadband, LAN, wireless) Sound Adapter: Full-duplex, 16-bit Hardware: Speakers and microphone
SYSTEM REQUIREMENTS FOR GRANDSTREAM DEVICES
Processor: Intel Pentium III 700 MHz or equivalent Memory: 256 MB RAM
Hard Disk Space: 30 MB
Operating System: Windows 2000, Windows XP, Mac OS X 10.4
Connection: High Speed. IP network connection (broadband, LAN, wireless)
Hardware: Broadband Router or Gateway to share Internet connection
Telephone: Regular analog touch-tone telephone
SYSTEM REQUIREMENTS FOR LINKSYS PAP2 DEVICE
Processor: Intel Pentium III 700 MHz or equivalent Memory: 256 MB RAM
Hard Disk Space: 30 MB
Operating System: Windows 2000, Windows XP, Mac OS X 10.4
Connection: High Speed. IP network connection (broadband, LAN, wireless)
Hardware: Broadband Router or Gateway to share Internet connection
Telephone: Regular analog touch-tone telephone
22. How do I change my VIP Connectz web site name?
To change your web site name, log into your ABC using your username and password. Once logged in, click on Profile. In the Profile section, you can make changes to your account information such as web site name, mailing address, phone number, language preference and more. Once you are finished making changes, click the Submit button.
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