Difference between revisions of "VoIP FAQs"
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<yambe:breadcrumb self="Sales Information - VoIP">
<yambe:breadcrumb self="Sales Information - VoIP">VoIP|VoIP</yambe:breadcrumb>
Revision as of 00:44, 8 October 2013
- 1 Description
- 2 Advantages of VoIP
- 3 Requirements
- 4 Applying for VoIP
- 4.1 Who can use Exetel VoIP services?
- 4.2 What are the currently available VoIP plans?
- 4.3 How can I order VoIP services?
- 4.4 How long does it take to provision the VoIP service?
- 4.5 Is there a phone line rental for VoIP?
- 4.6 Is there an activation fee for VoIP?
- 4.7 Can I apply to use VoIP service on my uncapped cable connection (Telstra Bigpond).
- 4.8 Can I apply for VoIP if I have the bundled ADSL 2 service ?
- 4.9 Can I use VoIP instead of the traditional (PSTN) phone service?
- 4.10 Can I have the same VoIP number if I upgrade to ADSL 2 from current ADSL 1 plan?
- 4.11 Should I select a VoIP DID number of my local area?
- 4.12 Can I port numbers from the PSTN to VoIP?
- 5 Using VoIP
- 5.1 What are the methods of using VoIP?
- 5.2 How do I set up VoIP?
- 5.3 How can I make a VoIP call?
- 5.4 How can I make international calls using VoIP?
- 5.5 Can I use VoIP with Mobile Broadband?
- 5.6 Can I use VoIP on my iPhone?
- 5.7 Can I use my Computer while I take a VoIP call on the Phone?
- 5.8 Can I use the VoIP service wherever I need?
- 5.9 Does my computer need to be turned on to use VoIP?
- 5.10 Can I connect a FAX machine with Exetel supplied VoIP services?
- 5.11 Can a single SIP account accept multiple incoming VoIP calls?
- 5.12 Can I get incoming VoIP calls with soft phone software?
- 5.13 How can I use VoIP via 'Soft Phone' ?
- 5.14 How can I use VoIP via a handset?
- 6 Plan Changes
- 7 Policies
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.
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)
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.
VoIP does not have any contract periods .
What is a VoIP DID?
A VoIP 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.
DID (Direct In Dial) number is very similar to the Telstra number so that other people can call you on .
If I have a VoIP service, who can I call?
With a VoIP service you can call anywhere exactly like a switched phone service.
What is the quality of VoIP calls?
Quality of a VoIP call is similar to a PSTN phone call. However, VoIP call clarity depends on the internet speed.
Advantages of VoIP
What are some advantages of VoIP (Internet Voice)?
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.
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.
Can I call other Exetel VoIP customers for free ?
Yes, you can call other VoIP customers for free with your VoIP service provided they have VoIP with Exetel.
How many VOIP numbers can I have on my service ?
There is no specific limit for the number of VoIP DIDs you can have.
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.
What ADSL speed do you recommend for VoIP?
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.
Speeds slower than a 512/128kbps is not recommended for a VoIP connection because there may be quality issues.
Which MODEM is recommended for VOIP?
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 methods of using VoIP
Do I need a static IP address for VoIP?
No, You need not have a static IP address for VoIP since VoIP supports devices operating in DHCP mode as well.
Do I need to put a Micro filter on the back of phone where the VoIP gets connected?
No, VoIP runs through the internet connection and using a micro filter will cause the VoIP to be unusable.
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://www.exetel.com.au/voip_planA.php
For Business/Corporate VOIP plans visit - http://www.exetel.com.au/business_voip_planA.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.
ADSL users: Go to Order Services -> VoIP
Mobile Broadband users: Go to VoIP
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.
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?
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?
Yes, you can use VoIP in your iPhone provided that you have a VoIP compatible application installed. You may use MoIP application developed by Exetel . More details on Exetel MoIP application can be found here
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?
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.
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
Select Change VoIP Service tab and click on Change button under Change Plan column.
Select the new plan you need, read the agreement and click on Change button.
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.
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.