Difference between revisions of "VoIP FAQs"

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<yambe:breadcrumb self="Sales Information - VoIP">Category:VoIP|VoIP</yambe:breadcrumb>
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<yambe:breadcrumb self="">VoIP|VoIP</yambe:breadcrumb>
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 +
==Applying for VoIP ==
 +
 
 +
 
 +
===Who can use Exetel VoIP services?===
 +
 
 +
In order to use Exetel's VoIP services you must be an existing broadband user on Exetel's ADSL or Exetel's Mobile Broadband services with a minimum speed of 512/128 kbps.
 +
 
 +
Standalone VoIP services are offered for Business Grade customers.
 +
 
 +
You can [[#How can I order VoIP services? |order VoIP]] service from members facility area.
  
==About the Product==
 
  
===What is VoIP?===
 
  
VoIP stands for Voice over Internet Protocol. It is also referred to as IP Telephony or Internet Telephony. VoIP refers to communicating via the Internet, rather than the Public Switched Telephone Network (PSTN). The basic steps involved in originating an Internet telephone call are conversion of the analog voice signal to digital format and compression/translation of the signal into Internet protocol (IP) packets for transmission over the Internet. This process is reversed at the receiving end.
+
===What are the currently available VoIP plans?===
  
Voice over Internet Protocol (VoIP) is a voice line that runs through an Internet source. VoIP uses the Internet connection to make or receive telephone calls. (e.g.: Skype, MSN voice chat, Yahoo messenger voice chat…etc)
+
For residential VOIP plans visit -  http://exetel.com.au/residential-voip-overview.php
  
The difference is that Exetel assigns customers with individual VoIP DID (Direct in Dial) numbers for local Australian areas and our servers are located in Sydney rather than internationally.
+
For Business/Corporate VOIP plans visit - http://exetel.com.au/corporate-voice-main.php
  
VoIP does not have any contract periods.
+
===How can I order VoIP services?===
  
  
=== If I have a VoIP service, who can I call? ===
+
You can purchase or place an order for VoIP via the Members Facilities area.
   
+
 
With a VoIP service you can call anywhere exactly like a switched phone service.
+
1. Go to '''Member Facilities''' area.
 +
 
 +
2.
 +
 
 +
'''ADSL users:''' Go to Order Services  ->  VoIP
 +
 
 +
[[File:VoIPorder001.png]]
 +
 
 +
 
 +
'''Mobile Broadband users:''' Go to VoIP
  
=== Is there a phone line rental for VoIP?===
+
[[File:VoIPorder002.png]]
  
No there is no phone line rental for VoIP. However some of plans require the customer to have a minimum spend/use per month.
 
  
This is an added benefit with all our ADSL/Mobile Bradband services, hence there is no cost to activate the VoIP nor there a rental.
+
3. Select the VoIP package you require by ''ticking'' the relevant ''radio button''.  
  
===Is there an activation fee for VoIP?===
+
4. Add the required number by using the '''Add>>''' and '''<<Remove''' buttons.
  
 +
5. Order if you need any VoIP hardware and enter the ''delivery address''.
  
No, there isn't any activation fee for VoIP.
+
6. Read the given ''Terms and Conditions'' carefully and ''tick'' the ''radio button'' for '''I agree''', if you agree with them.  
  
===What is the quality of voip calls?===
+
7. Click '''Confirm Order''' button to submit the registration.
  
They are similar to a pstn phone call. However, VoIP call clarity depends on the internet speed.
+
8. You will receive an email with the ''Username'' and ''Password''.
  
=== What is a DID? ===
 
  
A DID allows customers to have the ability to receive calls on their desired location (e.g.: A person that lives in NSW could have Queensland number (DID) which allows the receiver's friends to have cheaper call rates.)
 
  
This is also applicable for overseas use, provided there is an Internet source a VoIP service can registered to use. (e.g.: An Australian VoIP DID is registered in Thailand and could call back to Australian numbers and be charged the same rates as a local call VoIP calls) If calls are received then the receiver's friends or relatives would be charged the same as a local phone call.
+
=== How long does it take to provision the VoIP service? ===
 
DID (Direct In Dial) number is very similar to the Telstra number so that other people can call you on.
 
  
 +
With a majority of services provided there is a huge time gap before a service could be provided, with VoIP it is quite a different time frame.
  
===If I have connection that is slower then 512/128kbps would voip work ?===
+
* '''Existing user:''' Instantly (Once a VoIP service is ordered via the user facilities it would be activated on the spot, a username and password would be emailed to you).
  
Yes, however there may be quality issues. It is not recommended to have anything slower than a 512/128kbps connection for VoIP.
+
* '''New User:''' Once the ADSL is activated an email will be sent to you automatically containing the username and password with in 24-48hours. If this doesn't occur please follow the instructions above.
  
===Can I use VoIP with Mobile Broadband?===
+
Exetel doesn't offer the VoIP services on it's own as you're required to either have a ADSL or Mobile Broadband service in order to have a VoIP account.
  
Yes, there shouldn't be any problems using voip with Mobile Broadband. The speed would however need to be consistent.
 
  
==Advantages of VoIP==
 
  
 +
=== Is there a phone line rental for VoIP?===
 +
<!--what is the monthly rental for using exetel voip-->
  
=== What are some advantages of VoIP (Internet Voice)? ===
+
There is no phone line rental for VoIP. However some of plans require the customer to have a minimum spend/use per month.
 
  
Because VoIP is digital, it may offer features and services that are not available with a traditional phone. You can keep your traditional land line number to receive calls and you can make calls using your VoIP assigned number. This way you will be able to take advantage of our very competitive VoIP call rates.  
+
This is an added benefit with all our ADSL/Mobile Broadband services, hence there is no cost to activate the VoIP.
  
Even better, if you currently have a naked DSL service which will cost you nothing in line rental charges and use a VoIP service to make your telephone calls.
 
  
=== Could I use VoIP at a different country? ===
 
 
Yes. It is possible to use VoIP at a different country as long as there is an Internet source with the right equipment.
 
  
 +
===Is there an activation fee for VoIP?===
  
===Can I call other Exetel VoIP customers for free ?===
+
No, there isn't any activation fee for VoIP.
  
Yes, you can call other VoIP customers for free provided they have VoIP with Exetel.
 
  
==Requirements==
 
  
 +
===Can I apply to use VoIP service on my uncapped cable connection (Telstra Bigpond).===
 +
 +
No, you must have an Exetel ADSL service to apply for VoIP services with Exetel.
  
=== What are the prerequisites to obtain VoIP Service? ===
 
 
  
In order to obtain VoIP service, a broadband (high speed Internet) connection is required such as Exetel’s ADSL product. You can hook up an inexpensive microphone to your computer and send your voice through an ADSL MODEM or connect a phone directly to a telephone adapter.
 
  
If you have a handset connected to an ATA/Modem, simply dial as you would normally. If you are using soft phone software with a microphone and headset, you can use the keypad on your computer keyboard or your mouse to dial the number.
+
=== Can I apply for VoIP if I have the bundled ADSL 2 service ? ===
  
 +
Yes, there are no problems with applying for VoIP when you have a bundled ADSL 2 service.
  
  
  
===What ADSL speed do you recommend for VoIP?===
+
===Can I use VoIP instead of the traditional (PSTN) phone service?===
  
Minimum speed recommended for VoIP is 512/128 or faster, the faster the speed the higher you can raise the codec which means less compression.  
+
Yes you are able to use VoIP instead of PSTN if you have a VoIP adaptor (ATA) or a VoIP compatible DSL modem. Some modems have the capability to allow you to switch between making a VoIP call or PSTN call out.
  
  
  
=== Which MODEM is recommended for VOIP? ===
+
=== Can I have the same VoIP number if I upgrade to ADSL 2 from current ADSL 1 plan? ===
 
   
 
   
Technical assistance is provided on Netcomm and Dynalink modems. If you currently do not have a VoIP modem and looking to purchase one, please see other [[VoIP - Sales Information#Methods of using VoIP|Methods of using VoIP ]]
+
Yes, you can use the same VoIP number when you upgrade your ADSL services.
 +
 
 +
 
 +
 
 +
===Should I select a VoIP DID number of my local area?===
  
 +
No you may pick whatever VoIP [[#What is a VoIP DID? |DID]] or state number that suits you.
  
  
=== Do I need a static IP address for VoIP? ===
 
 
No, VoIP will support devices operating in DHCP mode as well.
 
  
 +
===Can I port numbers from the PSTN to VoIP?===
 +
 +
Please visit [[PSTN to VoIP]] page for more information on PSTN to VoIP.
 +
 +
== Using VoIP ==
  
  
=== Do I need to put a Micro filter on the back of phone where the VoIP gets connected? ===
+
===What are the methods of using VoIP? ===
 
   
 
   
No, the VoIP runs through the Internet connection and using Micro filter will cause the VOIP to be unusable.
+
There are several ways of using VoIP:
  
==Applying for VoIP ==
+
* '''Soft phone''' - Alternate software running on your computer such as Xlite could be used to have VoIP working. Calls could be made and received from a personal computer. The only requirements are a computer, sound card, Internet connection & headphone with a Microphone.
  
===Who Can Use Exetel VoIP Services?===
+
* '''MODEM with VoIP features''' - MODEMs such as the "NB9WMAXXN" has the VoIP feature inbuilt into the hardware. There is an additional port at the back of the MODEM where a standard hand set is plugged in to make calls.
  
In order to use Exetel's VoIP services you must be an existing broadband user on Exetel's ADSL or Exetel's Mobile Broadband services with a minimum speed of 512/128 kbps.
+
* '''ATA Adapter'''- If your modem is not VoIP compatible, you may purchase an ATA device which has a port to plug in a standard hand set.
  
Standalone VoIP services are offered for Business Grade customers.
+
* '''VoIP Phone''' - If your current modem is not VoIP compatible, you may purchase a VoIP Hand set to make and receive VoIP calls.  
  
===How can I order VoIP services?===
+
* '''Mobile phones''' - VoIP can be used via mobile phones provided the mobile has Mobile Broadband or WiFi enabled & the mobile has no restrictions with VoIP software been enabled/installed.
  
You can purchase or place an order for VoIP via the Members Facilities area.
 
  
1. Go to '''Member Facilities''' area.
 
  
2.
+
===How do I set up VoIP?===
  
'''ADSL users:'''  Go to Order Services  ->  VoIP
+
Please visit [[VoIP Setup Guides]] for set up information of some selected hardware. Our [[VoIP - Support#VOIP Configurations/Settings|VoIP Support]] page also has guidelines on how to configure your VoIP service.
  
[[File:VoIPorder001.png]]
 
  
  
'''Mobile Broadband users:''' Go to VoIP
+
===How can I make a VoIP call?===
  
[[File:VoIPorder002.png]]
+
You can follow one of following methods to make a VoIP call depending on how you are connected to VoIP.
  
 +
If you have a VoIP handset or a handset connected to an ATA/Modem, simply dial as you would normally. If you are using soft phone software with a microphone and headset, you can use the keypad on your computer keyboard or your mouse to dial the number.
  
3. Select the VoIP package you require by ''ticking'' the relevant ''radio button''.
 
  
4. Add the required number by using the '''Add>>''' and '''<<Remove''' buttons.
 
  
5. Order if you need any VoIP hardware and enter the ''delivery address''.
+
===How can I make international calls using VoIP?===
  
6. Read the given ''Terms and Conditions'' carefully and ''tick'' the ''radio button'' for '''I agree''', if you agree with them.  
+
Using VoIP application, you can dial – <0011><country code><destination number>  to make international calls.
  
7. Click '''Confirm Order''' button to submit the registration.  
+
Example: Suppose you want to dial 7086XXXXXX in UK. You need to dial  0011 44 7086XXXXXX.
  
8. You will receive an email with the ''Username'' and ''Password''.
 
  
=== How long does it take to provision the VoIP service? ===
 
  
With a majority of services provided there is a huge time gap before a service could be provided, with VoIP it is quite a different time frame.
+
===Can I use VoIP with Mobile Broadband?===
  
* '''Existing user:''' Instantly (Once a VoIP service is ordered via the user facilities it would be activated on the spot, a username and password would emailed to you). If you're unsure on how to activate or apply for a VoIP service (click here)
+
Yes, there shouldn't be any problems using VoIP with Mobile Broadband. The speed would however need to be consistent.
  
* '''New User:''' Once the ADSL is activated an email will be sent to you automatically containing the username and password with in 24-48hours. If this doesn't occur please follow the instructions above.
 
  
Exetel doesn't offer the VoIP services on it's own as you're required to either have a ADSL or Mobile Broadband service in order to have a VoIP account.
 
  
 +
===Can I use VoIP on my iPhone/Android Phone?===
  
===Can I apply to use VoIP service on my uncapped cable connection (Telstra Bigpond).===
+
Yes, you can use VoIP in your  iPhone provided that you have a VoIP compatible application installed.
  
No, you must have an Exetel ADSL service to apply for VoIP services with Exetel.
+
=== Can I use my Computer while I take a VoIP call on the Phone? ===
 +
 +
Yes. You can use your computer while making a VoIP call.
  
=== Can I apply for VoIP if I have the bundled ADSL 2 service ? ===
 
  
Yes, there are no problems with applying for VoIP when you have a bundled ADSL 2 service.
 
  
 +
=== Can I use the VoIP service wherever I need? ===
 +
 +
You may be able to use your VoIP service wherever you travel as long as you have a high speed internet connection available. In that case it would work the same as from your home or business.
  
===Can I use VoIP instead of the traditional (PSTN) phone service?===
 
  
Yes you are able to do this if you have a VoIP adaptor (ATA) or VoIP compatible DSL modem.
 
Some modems have the capability to allow you to switch between making a VoIP call or PSTN call out.
 
  
=== Can I have the same VoIP number if I upgrade to ADSL 2 from current ADSL 1 plan? ===
+
=== Does my computer need to be turned on to use VoIP? ===
 
   
 
   
Yes, you can use the same VoIP number.
+
Only the broadband internet connection needs to be active and your computer need not be turned on if you are making VoIP calls with a phone and adapter or special VoIP phone.
 +
 
 +
 
 +
 
 +
===Can I connect a FAX machine with Exetel supplied VoIP services?===
 +
 
 +
No, you may not connect a FAX machine to VoIP. But you can use the Exetel [[Email2Fax|e-mail to fax]] service or [[Fax2Email|fax to e-mail]] service.
  
===Should I select a DID number of my local area?===
 
  
No you may pick whatever DID or state number that suits you.
 
  
===Can I port numbers from the PSTN?===
+
===Can a single SIP account accept multiple incoming VoIP calls?===
  
Please visit [[PSTN to VoIP]] page for more information.
+
Yes, a single SIP account can accept multiple incoming VoIP calls.
  
== Using VoIP ==
 
  
  
=== Methods of using VoIP ===
+
===Can I get incoming VoIP calls with soft phone software?===
+
 
There are three ways of using VoIP:
+
Yes, you can receive incoming VoIP calls using free X-Lite software. You will need to purchase an ATA if you want this. The Exetel VoIP service recommends that the soft phone software you select uses the G.729 codec for the lowest recommended ADSL (512/128) connection. Here are the differences between the 2 codecs:
 +
 
 +
 
 +
G.729 - Low Bandwidth Usage
 +
 
 +
G.711 - High Bandwidth Usage
 +
 
 +
 
 +
 
 +
===How can I use  VoIP via 'Soft Phone' ?===
 +
 
 +
 
 +
If you would prefer to use your PC's sound card and a head set to make and receive VoIP calls you will need 'soft phone' software from the provider of your choice.
  
* '''Soft phone''' - Alternate software running on your computer such as Xlite could be used to have VoIP working. Calls could be made and received from a personal computer. The only requirements are a computer, sound card, Internet connection & headphone with a Microphone.  
+
Exetel recommends that the soft phone software you select uses the G.729 codec. You may select free software that uses G.711 but be advised that you can only make outgoing calls. Incoming calls cannot be received.
  
* '''MODEM with VoIP features''' - MODEMs such as the "NB9WMAXXN" has the VoIP feature inbuilt into the hardware. There is an additional port at the back of the MODEM where a standard hand set is plugged in to make calls.
 
  
* '''ATA Adapter'''- If your modem is not VoIP compatible, you may purchase an ATA device which has a port to plug in a standard hand set.
 
  
* '''VoIP Phone''' - If your current modem is not VoIP compatible, you may purchase a VoIP Hand set to make and receive VoIP calls.
+
===How can I use VoIP via  a handset?===
  
* '''Mobile phones''' - VoIP can be used via mobile phones provided the mobile has Mobile Broadband or WiFi enabled & the mobile has no restrictions with VoIP software been enabled/installed.
+
You can use most standard handsets to connect to a VoIP service by purchasing the appropriate adapter however you must only use the G729 Codec. A single port adapter will allow you to connect your current handset to your VoIP service but to accept incoming PSTN calls, or to make outgoing calls over PSTN, you would need to unplug it from the modem and then plug it directly in to the PSTN telephone socket; this is generally not workable for most people.
  
 +
To allow you to use your current PSTN handset to make and receive standard PSTN calls you will need a dual port adapter that plugs in to both your VoIP service as well as remaining connected to your standard telephone service.
  
  
===How do I set up VoIP?===
 
  
Please visit [[VoIP Setup Guides]]
+
==Plan Changes==
  
 +
===How can I change my current VoIP plan?===
  
 +
You may change over to one of the newly available plans through your member’s facility.
  
===How can I make a VoIP call?===
+
Go to '''Manage Services''' >>  '''VoIP'''
  
If you have a VoIP handset or a handset connected to an ATA/Modem, simply dial as you would normally. If you are using softphone software with a microphone and headset, you can use the keypad on your computer keyboard or your mouse to dial the number.
 
  
=== Can I use my Computer while I talk on the Phone? ===
+
[[File:Voip planchange 01.jpg]]
 
  
Yes. You can
 
  
 +
Select '''Change VoIP Service''' tab and click on '''Change''' button under '''Change Plan''' column.
  
=== Can I take my phone adapter with me when I travel? ===
 
 
  
You may be able to use your VoIP service wherever you travel as long as you have a high speed Internet connection available. In that case it would work the same as from your home or business.
+
[[File:Voip planchange 02.jpg]]
  
  
=== Does my computer need to be turned on? ===
+
Select the new plan you need, read the agreement and click on '''Change''' button.
 
  
No. Only the broadband Internet connection needs to be active if you are making calls with a phone and adapter or special VoIP phone.
 
  
 +
[[File:Voip planchange 03.jpg]]
  
===Can I connect FAX machine to VOIP?===
 
  
No, But you can use the Exetel e-mail to fax service or fax to e-mail service.
 
  
 +
===How long does it take to change VoIP plans? ===
  
===Can a single SIP account accept multiple incoming calls?===
+
VoIP plan changes will come in to effect with your next billing cycle.
  
Yes.
 
  
  
===Can I get incoming calls with softphone software?===
+
=== How much is the VoIP plan change fee?===
  
Yes, you can receive incoming calls using free X-Lite software. You will need to purchase an ATA if you want this. The Exetel VoIP service recommends that the soft phone software you select uses the G.729 codec for the lowest recommended ADSL (512/128) connection. Here are the differences between the 2 codecs:
+
There is no plan change fee for VOIP services at the moment.
  
  
G.729 - Low Bandwidth Usage
 
  
G.711 - High Bandwidth Usage
+
===Is there a downtime for my current VoIP connection when I change my plan?===
  
===Exetel VOIP Via Current Handset Implementation===
+
There is no downtime for VoIP plan changes as it will be an automated process.
  
You can use most standard handsets to connect to a VoIP service by purchasing the appropriate adaptor however you must only use the G729 Codec. A single port adaptor will allow you to connect your current handset to your VoIP service but to accept incoming PSTN calls, or to make outgoing calls over PSTN, you would need to unplug it from the modem and then plug it directly in to the PSTN telephone socket; this is generally not workable for most people.
 
  
To allow you to use your current PSTN handset to make and receive standard PSTN calls you will need a dual port adaptor that plugs in to both your VoIP service as well as remaining connected to your standard telephone service.
+
===Will I be on a new contract when I change my VoIP plan?===
  
===Exetel VOIP Via 'Soft Phone' Implementation===
+
There is no new contract term for VoIP plan changes.
  
If you would prefer to use your PC's sound card and a head set to make and receive VOIP calls you will need 'soft phone' software from the provider of your choice.
 
  
Exetel recommends that the softphone software you select uses the G.729 codec. You may select free software that uses G.711 but be advised that you can only make outgoing calls. Incoming calls cannot be received.
 
  
 
==Policies==
 
==Policies==
Line 262: Line 277:
  
 
At the moment there are no contracts on VoIP accounts however refer to http://www.exetel.com.au/voip_planA.php
 
At the moment there are no contracts on VoIP accounts however refer to http://www.exetel.com.au/voip_planA.php
 +
 +
  
 
===Are there any SLA on VoIP?===
 
===Are there any SLA on VoIP?===
  
 
Residential voip services do not carry any service level agreements.
 
Residential voip services do not carry any service level agreements.
 +
 +
 +
== CODEC ==
 +
 +
=== What is a codec? ===
 +
 +
Codecs provide a compression of the voice calls; if you raise the codec higher you would have better voice quality. If a connect doesn’t have enough bandwidth then raising the codec isn’t recommended.
 +
 +
 +
ADSL 1 512/128 - G.729
 +
 +
 +
ADSL 1 1500/256 & Up - G.711U
 +
 +
 +
ADSL 2 - G.711U
 +
 +
 +
Here is an example of the codec settings for a Dynalink.
 +
 +
 +
[[File:Codecs.JPG]]
 +
 +
 +
 +
===Which codec should I use for VoIP with  ADSL 1 and ADSL 2?===
 +
 +
Which codec to be used for VoIP would depend on the speed of your ADSL connection.
 +
 +
ADSL 1 - G.729U
 +
 +
8MB or ADSL 2 - G.711U
 +
 +
 +
===How much data will be used for a VoIP call ===
 +
 +
You can roughly calculate the amount of data used for a VoIP call using the '''Bandwidth Calculator''' in your members facility area.
 +
 +
1. Login to Members Facility
 +
 +
2. Select '''Manage Services''' -> '''VoIP'''
 +
 +
3. Select the '''Bandwidth Calculator''' option
 +
 +
4. Select the amount of minutes and the codec to calculate bandwidth
 +
 +
 +
[[File:Voip bandwidth.jpg]]
 +
 +
 +
 +
==Other==
 +
 +
===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.
 +
 +
 +
===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".
 +
 +
 +
===White Pages listing of Numbers for VoIP Services===
 +
 +
 +
Exetel has no involvement in the process of listing VoIP service numbers for White Pages listings.
 +
 +
If you have been given a new VoIP DID number or range of numbers by Exetel there is no automatic White Pages listing.
 +
 +
If you have ported a PSTN/ISDN service to VoIP, the White Pages listing will be retained until the next release.
 +
 +
It will then be removed automatically.
 +
 +
If you wish to retain your White Pages listing, you must contact Sensis directly and provide/update your details.
 +
 +
'''Sensis contact details:'''
 +
 +
http://www.sensis.com.au/
 +
 +
http://about.sensis.com.au/products/white-pages/
 +
 +
'''Contact number''' 1800 810 211
 +
 +
'''e-mail''' -  e-mail@sensis.com.au
 +
 +
===When purchasing one of Exetel ADSL/Mobile Broadband service, is it compulsory to use your VoIP service?===
 +
 +
No, you are free to use whoever VoIP provider that you prefer.
  
  

Latest revision as of 02:55, 10 October 2013

VoIP >


Contents

Applying for VoIP

Who can use Exetel VoIP services?

In order to use Exetel's VoIP services you must be an existing broadband user on Exetel's ADSL or Exetel's Mobile Broadband services with a minimum speed of 512/128 kbps.

Standalone VoIP services are offered for Business Grade customers.

You can order VoIP service from members facility area.


What are the currently available VoIP plans?

For residential VOIP plans visit - http://exetel.com.au/residential-voip-overview.php

For Business/Corporate VOIP plans visit - http://exetel.com.au/corporate-voice-main.php

How can I order VoIP services?

You can purchase or place an order for VoIP via the Members Facilities area.

1. Go to Member Facilities area.

2.

ADSL users: Go to Order Services -> VoIP

VoIPorder001.png


Mobile Broadband users: Go to VoIP

VoIPorder002.png


3. Select the VoIP package you require by ticking the relevant radio button.

4. Add the required number by using the Add>> and <<Remove buttons.

5. Order if you need any VoIP hardware and enter the delivery address.

6. Read the given Terms and Conditions carefully and tick the radio button for I agree, if you agree with them.

7. Click Confirm Order button to submit the registration.

8. You will receive an email with the Username and Password.


How long does it take to provision the VoIP service?

With a majority of services provided there is a huge time gap before a service could be provided, with VoIP it is quite a different time frame.

  • Existing user: Instantly (Once a VoIP service is ordered via the user facilities it would be activated on the spot, a username and password would be emailed to you).
  • New User: Once the ADSL is activated an email will be sent to you automatically containing the username and password with in 24-48hours. If this doesn't occur please follow the instructions above.

Exetel doesn't offer the VoIP services on it's own as you're required to either have a ADSL or Mobile Broadband service in order to have a VoIP account.


Is there a phone line rental for VoIP?

There is no phone line rental for VoIP. However some of plans require the customer to have a minimum spend/use per month.

This is an added benefit with all our ADSL/Mobile Broadband services, hence there is no cost to activate the VoIP.


Is there an activation fee for VoIP?

No, there isn't any activation fee for VoIP.


Can I apply to use VoIP service on my uncapped cable connection (Telstra Bigpond).

No, you must have an Exetel ADSL service to apply for VoIP services with Exetel.


Can I apply for VoIP if I have the bundled ADSL 2 service ?

Yes, there are no problems with applying for VoIP when you have a bundled ADSL 2 service.


Can I use VoIP instead of the traditional (PSTN) phone service?

Yes you are able to use VoIP instead of PSTN if you have a VoIP adaptor (ATA) or a VoIP compatible DSL modem. Some modems have the capability to allow you to switch between making a VoIP call or PSTN call out.


Can I have the same VoIP number if I upgrade to ADSL 2 from current ADSL 1 plan?

Yes, you can use the same VoIP number when you upgrade your ADSL services.


Should I select a VoIP DID number of my local area?

No you may pick whatever VoIP DID or state number that suits you.


Can I port numbers from the PSTN to VoIP?

Please visit PSTN to VoIP page for more information on PSTN to VoIP.

Using VoIP

What are the methods of using VoIP?

There are several ways of using VoIP:

  • Soft phone - Alternate software running on your computer such as Xlite could be used to have VoIP working. Calls could be made and received from a personal computer. The only requirements are a computer, sound card, Internet connection & headphone with a Microphone.
  • MODEM with VoIP features - MODEMs such as the "NB9WMAXXN" has the VoIP feature inbuilt into the hardware. There is an additional port at the back of the MODEM where a standard hand set is plugged in to make calls.
  • ATA Adapter- If your modem is not VoIP compatible, you may purchase an ATA device which has a port to plug in a standard hand set.
  • VoIP Phone - If your current modem is not VoIP compatible, you may purchase a VoIP Hand set to make and receive VoIP calls.
  • Mobile phones - VoIP can be used via mobile phones provided the mobile has Mobile Broadband or WiFi enabled & the mobile has no restrictions with VoIP software been enabled/installed.


How do I set up VoIP?

Please visit VoIP Setup Guides for set up information of some selected hardware. Our VoIP Support page also has guidelines on how to configure your VoIP service.


How can I make a VoIP call?

You can follow one of following methods to make a VoIP call depending on how you are connected to VoIP.

If you have a VoIP handset or a handset connected to an ATA/Modem, simply dial as you would normally. If you are using soft phone software with a microphone and headset, you can use the keypad on your computer keyboard or your mouse to dial the number.


How can I make international calls using VoIP?

Using VoIP application, you can dial – <0011><country code><destination number> to make international calls.

Example: Suppose you want to dial 7086XXXXXX in UK. You need to dial 0011 44 7086XXXXXX.


Can I use VoIP with Mobile Broadband?

Yes, there shouldn't be any problems using VoIP with Mobile Broadband. The speed would however need to be consistent.


Can I use VoIP on my iPhone/Android Phone?

Yes, you can use VoIP in your iPhone provided that you have a VoIP compatible application installed.

Can I use my Computer while I take a VoIP call on the Phone?

Yes. You can use your computer while making a VoIP call.


Can I use the VoIP service wherever I need?

You may be able to use your VoIP service wherever you travel as long as you have a high speed internet connection available. In that case it would work the same as from your home or business.


Does my computer need to be turned on to use VoIP?

Only the broadband internet connection needs to be active and your computer need not be turned on if you are making VoIP calls with a phone and adapter or special VoIP phone.


Can I connect a FAX machine with Exetel supplied VoIP services?

No, you may not connect a FAX machine to VoIP. But you can use the Exetel e-mail to fax service or fax to e-mail service.


Can a single SIP account accept multiple incoming VoIP calls?

Yes, a single SIP account can accept multiple incoming VoIP calls.


Can I get incoming VoIP calls with soft phone software?

Yes, you can receive incoming VoIP calls using free X-Lite software. You will need to purchase an ATA if you want this. The Exetel VoIP service recommends that the soft phone software you select uses the G.729 codec for the lowest recommended ADSL (512/128) connection. Here are the differences between the 2 codecs:


G.729 - Low Bandwidth Usage

G.711 - High Bandwidth Usage


How can I use VoIP via 'Soft Phone' ?

If you would prefer to use your PC's sound card and a head set to make and receive VoIP calls you will need 'soft phone' software from the provider of your choice.

Exetel recommends that the soft phone software you select uses the G.729 codec. You may select free software that uses G.711 but be advised that you can only make outgoing calls. Incoming calls cannot be received.


How can I use VoIP via a handset?

You can use most standard handsets to connect to a VoIP service by purchasing the appropriate adapter however you must only use the G729 Codec. A single port adapter will allow you to connect your current handset to your VoIP service but to accept incoming PSTN calls, or to make outgoing calls over PSTN, you would need to unplug it from the modem and then plug it directly in to the PSTN telephone socket; this is generally not workable for most people.

To allow you to use your current PSTN handset to make and receive standard PSTN calls you will need a dual port adapter that plugs in to both your VoIP service as well as remaining connected to your standard telephone service.


Plan Changes

How can I change my current VoIP plan?

You may change over to one of the newly available plans through your member’s facility.

Go to Manage Services >> VoIP


Voip planchange 01.jpg


Select Change VoIP Service tab and click on Change button under Change Plan column.


Voip planchange 02.jpg


Select the new plan you need, read the agreement and click on Change button.


Voip planchange 03.jpg


How long does it take to change VoIP plans?

VoIP plan changes will come in to effect with your next billing cycle.


How much is the VoIP plan change fee?

There is no plan change fee for VOIP services at the moment.


Is there a downtime for my current VoIP connection when I change my plan?

There is no downtime for VoIP plan changes as it will be an automated process.


Will I be on a new contract when I change my VoIP plan?

There is no new contract term for VoIP plan changes.


Policies

Is there a contract on VoIP?

At the moment there are no contracts on VoIP accounts however refer to http://www.exetel.com.au/voip_planA.php


Are there any SLA on VoIP?

Residential voip services do not carry any service level agreements.


CODEC

What is a codec?

Codecs provide a compression of the voice calls; if you raise the codec higher you would have better voice quality. If a connect doesn’t have enough bandwidth then raising the codec isn’t recommended.


ADSL 1 512/128 - G.729


ADSL 1 1500/256 & Up - G.711U


ADSL 2 - G.711U


Here is an example of the codec settings for a Dynalink.


Codecs.JPG


Which codec should I use for VoIP with ADSL 1 and ADSL 2?

Which codec to be used for VoIP would depend on the speed of your ADSL connection.

ADSL 1 - G.729U

8MB or ADSL 2 - G.711U


How much data will be used for a VoIP call

You can roughly calculate the amount of data used for a VoIP call using the Bandwidth Calculator in your members facility area.

1. Login to Members Facility

2. Select Manage Services -> VoIP

3. Select the Bandwidth Calculator option

4. Select the amount of minutes and the codec to calculate bandwidth


Voip bandwidth.jpg


Other

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.


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".


White Pages listing of Numbers for VoIP Services

Exetel has no involvement in the process of listing VoIP service numbers for White Pages listings.

If you have been given a new VoIP DID number or range of numbers by Exetel there is no automatic White Pages listing.

If you have ported a PSTN/ISDN service to VoIP, the White Pages listing will be retained until the next release.

It will then be removed automatically.

If you wish to retain your White Pages listing, you must contact Sensis directly and provide/update your details.

Sensis contact details:

http://www.sensis.com.au/

http://about.sensis.com.au/products/white-pages/

Contact number 1800 810 211

e-mail - e-mail@sensis.com.au

When purchasing one of Exetel ADSL/Mobile Broadband service, is it compulsory to use your VoIP service?

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