Welcome to the Voice Quality Troubleshooter Wizard:
I did not receive the signup e-mail?
Please check your spam folder, sometimes e-mail readers interprets legitimate e-mails as spam. If the email is not there or was deleted, please send us an email with your registration information and we would resolve the problem for you and provide you with the necessary feedback.
Do you offer post-paid services?
Currently we do not offer any post-paid services, only pre-paid.
Is there a volume commitment?
No. There's no volume commitment and you can spend your credits at the pace you want. Your balance never expires.
What payment types are accepted?
We accept PayPal, Wire Transfers and Credit Cards. Please contact our support channel for further details.
Can I check call history details online?
Yes, you can access your Call History report online. It is updated in real-time.
How do I know if a rate has changed?
An email notification is sent to your email address seven days prior to any change in our rates.
What are the billing increments?
USA: 6 seconds initial, 6 seconds increment
Canada: 30 seconds initial, 6 seconds increment
Mexico: 60 seconds initial, 60 seconds increment
World: 6 seconds initial, 6 seconds increment
What does billing increment mean?
It's the way we calculate our rates in order to bill your calls. For example, if you call USA for 10 seconds, you will be charged for 12 seconds (2 x 6 seconds since this is a 6 seconds increment call) of a minute, not the whole minute.
Where are you located?
Our main office is located in Montreal, Canada. We also have an offices in Trinidad for our Central American market.
Where are your servers located?
Our outbound/inbound servers are located in Montreal.
Can I use two phones on the same account?
Yes. You must configure your two phones using the registration info that has been provided to you in the account confirmation e-mail that you have received. Once your two phones are connected, receiving a call will ring both of your phones at the same time. You will also be able to place calls on both phones at the same time.
Do you pass Callerid?
When using Premium mode, most of the time, but not all destinations will receive proper Callerid. When using Standard mode, we cannot guarantee Caller ID will pass but it should on a certain number of destinations. For international calls, only certain destinations will pass correct Callerid.
How should I dial calls?
You should always preceed the phone number with its country code. For example, to call the UK you can use 44 + Number. To call the USA or Canada you use 1 + Area Code + Number. If you own a JaFone or Business account, all calls within NANPA can be made using only 10 digits: Area Code + Number
Do you offer termination in every country?
Yes, we do provide termination in every country. We are an A-Z VoIP termination provider. We always do our best to find and keep quality working routes. If you experience any problems with a particular destination, let us know and we'll do everything possible to fix the problem.
What are the supported codecs?
G.711 (μ-law / pcmu), G.729a and GSM.
What codec should I use?
For best sound quality, if you have the bandwidth available, we recommend G.711u. However, you can still maintain an excellent voice quality and lower bandwidth usage with codecs like G.729a.
What are the supported protocols?
We support SIP and IAX2, both over UDP.
What type of equipment is supported?
Any type of softphone or device which supports SIP or IAX2, including free softphones such as Zoiper, X-lite, Asterisk PBX, VoIP ATA's and IP phones. Basically, any hardware or software that supports one of the two protocols (SIP or IAX2) we offer.
How can I configure my softphone?
If you use Zoiper, please have a look at the following document for a complete walkthrough: Zoiper setup
For Spark IM, have a look at this one: Spark IM setup
while for X-Lite, the setup walkthrough is available here: X-Lite setup
How can I configure my router for VoIP?
Not all routers are made equal but as long as you configure QoS and port forwarding, you should be OK. Have a look at the D-Link DIR-655 router configuration walkthrough document for a good example: D-Link DIR-655 setup
Do you accept standard human dialed call center traffic?
Yes we do accept standard human dialed call center traffic.
Do you accept automated dialer's traffic?
No, we do not accept automated dialer’s traffic, and accounts are automatically suspended when such traffic is detected.
How does reselling work?
You first register with us and then personalize the control panel for your customers. Once this is done, you can create a login form from your own web site and link it to the personalized control panel. As the link is created, you create your customers' accounts and set your profit margin for each of the accounts. When the time comes to deposit money into an account, you only have to perform a money transfer from your account to your customer's account using the purchased value less the profit margin.
Here is an example: If your customer gives you $120.00 while your profit margin over him is set to $20, you only need to deposit $100 into your account and transfer that same amount to his account. Upon login in the system, the customer will still see $120 in his own account while in reality you deposited $100.
You have read right, you keep the profit margin even before your customer starts calling.
In which languages can you support me?
English, French and Portuguese are supported via phone and e-mail.
What are your support hours?
Our live support hours by phone is from 9am to 5pm EST (Eastern Standard Time). However, our email support extends beyond those hours.
I have a problem configuring my device/server, can you help?
We always do what is possible to have you up and running. Customer support is an important part of our philosophy. We'll do the best to help you no matter the type of equipment you are using. For the Asterisk PBX, we can have a technician enter your server and configure the basics for you to have a working trunk.
