VoIP - Support

From where can I get additional assistance on connecting to Exetel's VoIP services?

The Exetel help forum is a good place to get assistance for devices not covered in the above links or to get further assistance with 'fine tuning' your preferred device and can be found here.

http://forum.exetel.com.au/viewforum.php?f=58&sid=5bba0d1d0b77749a439d1eab78e562b1

When purchasing one of eXeTeL ADSL/HSPA service, is it compulsory to use your VoIP service?

No, you are free to use whoever VoIP provider that you prefer.

Why is my phone line provider billing me when I only make calls through the VoIP service?

It is very likely that your VoIP device has a backup system which automatically switches to the current voice service provider when the VoIP service is down.

How do I forward a VoIP Number?

1. Login to Members Facility using your username and password.

2. On the left menu goto Manage Services -> VoIP (refer the screenshot below).

3. On the top menu, click the Change VoIP Service link (refer the screenshot below).

File:Voip forwarding 2.png

4. Click the Configure button under the Configure Telephone tab (refer the screenshot below).

5. Enter the number you wish to forward to Call Forward field located under the Chargeable Features section (located towards the bottom of the page.)

6. Click the Change button.

Note: In some cases, it might take several minutes to apply the forwarding feature.

File:Voip forwarding 4.png

Does the V210P ATA support fax transmission?

No. Fax requires a different protocol which the Netcomm V210P does not support.

Fax via IP is performed using a protocol called T38. While some softswitch’s say they support FoIP, our tests performed have proven inconclusive. Exetel have found them somewhat unreliable. By all means, feel free to try your own. We cannot, however, guarantee its effectiveness.

How can I enable/change special VOIP features?

Dial 0110 - Disable call forwarding

Dial 0111X - Enable call forwarding (having X as destination number)

Dial 0120 - Disable voicemail

Dial 0121 - Enable voicemail

Dial 0130 - Turn DIDless off

Dial 0131 - Turn DIDless on

Dial 0140X - Set the timeout ring (having X in seconds, max 50 seconds allowed)

How can I activate/deactivate Display Caller ID on VOIP?

You will be able to enable/disable this option via Exetel member’s facilities area.

In order to activate theses options you should login to Exetel member’s facilities, once you login click on “VOIP” then click on “change VOIP services”

After that you will be able to click on “Configure” (under configure telephone) please find the below image,

From this area you can:

1) Bar incoming and outgoing calls

2) Activate or deactivate Display Caller ID option

3) Activate or deactivate Voice Mail option

4) Forwarded voice mail message to your nominated e-mail address

5) Forward all calls to different telephone number

Is it possible for a call to be forwarded from VoIP to a regular land line?

If you are using an ATA which supports call forwarding (on busy, always etc) you may enter any number (landline/mobile or another SIP account) into the required setting on the ATA and point it back to the softswitch. Exetel’s softswitch will successfully route the call from there.

You can also configure call forwarding via Exetel member’s facilities and it will take 5min to be activated.

Please be aware that the above solution will be billed as follows:

Based on the scenario that A calls B, then B forwards to C.

B will be specified as the originator of the call and will bear all charges for the call.

A will have a duration of 0 seconds and not be billed.

In order to activate theses options you should login to Exetel member’s facilities, once you login click on “VOIP” then click on “change VOIP services”

After that you will be able to click on “Configure” (under configure telephone) please find the below image,

From this area you can:

1) Bar incoming and outgoing calls

2) Activate or deactivate Display Caller ID option

3) Activate or deactivate Voice Mail option

4) Forwarded voice mail message to your nominated e-mail address

5) Forward all calls to different telephone number

Can I bar Outgoing or Incoming calls on VOIP?

You will be able to enable/disable this option via Exetel member’s facilities area.

In order to activate theses options you should login to Exetel member’s facilities, once you login click on “VOIP” then click on “change VOIP services”

After that you will be able to click on “Configure” (under configure telephone) please find the below image,

From this area you can:

1) Bar incoming and outgoing calls

2) Activate or deactivate Display Caller ID option

3) Activate or deactivate Voice Mail option

4) Forwarded voice mail message to your nominated e-mail address

5) Forward all calls to different telephone number

Exetel VOIP Service Features

The following features are supported by the Exetel VoIP service but whether or not they are usable by a customer will depend on the capabilities of the softphone or hardware selected by the customer.

Feature -------------------------> Description

Call Hold -------------------------> Put call on Hold

Call Waiting -------------------------> Allow/Disallow an audible indicator for a pending call

Call Transfer -------------------------> Transfer a call to another phone

Call Transfer w/Conference -------------------------> Transfer a call to another phone, talk with the 3rd party prior to the transfer

3 Way Call Conference -------------------------> Conference an inbound party and the original called party with 3rd party

Call Forward Always -------------------------> Always forward the phone to the number setup in the phone provisioning

Call Forward on Busy -------------------------> Forward the phone to the number setup in the phone provisioning on busy

Toggle Call Forward No Answer -------------------------> Forward the phone to the number setup in the phone provisioning on no answer

Do Not Disturb -------------------------> Don't accept calls

Anonymous Call Reject -------------------------> Don't allow calls without caller ID

Toggle Repeat Dial on Busy -------------------------> Auto redial on busy

Multi-Ring -------------------------> One phone number rings multiple phones. The first to answer will get the call.

Voicemail -------------------------> Calls to a phone which is busy or does not answer are routed to voicemail

Exetel VOIP Features

Call Bar

you can setup call bar like bar all outgoing calls, bar only international calls, bar only mobile calls or bar all incoming calls.

If you bar your all outgoing calls still you have incoming calls.

If you bar all incoming calls you can still make outgoing calls.

You can enable call bar feature via your members facility.

Caller ID

You can setup to show your CallerID or not at your choice for outgoing calls. This can be setup via your members facility or from your VOIP phone

To Activate your CallerID Dial 0130

To Deactivate CallerID Dial 0131

If you Deactivate your CallerID When you make outgoing calls your CallerID may display as “private number” in the destination

Nuisance call blocking

you can block certain numbers if you don't want to receive calls from that particular numbers

For nuisance blocking there's an option in your members facility that you can list the numbers that you want to block separated by a comma.

Call Forwarding

Exetel voip service support call forwarding from the server end. That means you need to configure your call forwarding number in your member facility or by dialing certain codes through your voip phone.

Note that call forwarding can't be set in the End User devices.

Call forwarding works even if the voip is not registered or when you failed to answer the call.

you can set your call forwarding even from the voip phone, what you need to do is follow the following steps.

For activate call forwarding to a particular number

Dial 0111X. (where X. is the 10 digit telephone number that you want your calls to be forwarded)

To Deactivate call fowarding

Dial 0110

If I didn't have a DID and I made a VoIP call what would the caller ID phone number be that was displayed at the destination? Could it be set to my Telstra PSTN number?”

We can't set the caller ID to a Telstra number - there are legal issues aside from any technical. The number is the responsibility of Telstra, and tagging the call with that number would be deemed as fraud.

The transparent DID would be set to the default caller ID for our network, and then set to restricted, so it comes up as "Private Number".

VoIP Troubleshooting

When I make an outgoing call I just hear one brief ringing sound, then abrupt silence.

To fix this issue, download the patch from the following link and update your modem firmware accordingly.

http://exetel.com.au/files/cfe-rta1046vw_sip-v365_a2pb025c.dat

The following is the step-by-step process of applying the patch:

1. In your browser, enter the IP address of your Dynalink router. The default address is http://192.168.1.1/

2. Log on using your administrative user name and password. Default is admin and admin.

3. Go to Management -> Update Firmware.

4. Follow the on screen instructions. Use the Browse button to locate the file.

5. Click Update Firmware and wait for the process to complete.

This should resolve your issue. You can also check out the following thread for further details: https://forum.exetel.com.au/viewtopic.php?f=58&t=37235&start=60