VoIP FAQs

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.

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.

If I have a VoIP service, who can I call?

You can call anywhere exactly like a switched phone service.

Is there a phone line rental for VoIP?

No there is not. However some of plans require the customer to have a minimum spend/use per month.

This is an added benefit with all our ADSL/HSPA services, hence there is no cost to activate the VoIP nor there a rental.

Is there an activation fee?

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

What is the quality of voip calls?

They are similar to a pstn phone call.

VoIP DID

A DID allow for 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.

What is a DID?

DID (Direct In Dial) number is very similar to the Telstra number so that other people can call you on.

===If I have connection that is slower then 512/128kbps would voip work ?

Yes, however there many quality issues. Its not recommended to have anything slower than a 512/128kbps connection.

===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.

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. If you have an ADSL Internet connection, you may be on the cheapest line rental plan with Telstra Home line Budget at $20.95 per month. 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 able to take advantage of our very competitive VoIP call rates.

Even better, you may have a naked DSL service which will cost you nothing in line rental charges and use a VoIP service to make your telephone calls.

Can I use my VoIP account over seas?

If you already have a VoIP with Exetel you can register it overseas to use.

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, provided they have Exetel VoIP the calls are free.

Are calls to other Exetel VoIP users free?

Yes, as this is a part of our network the calls are free.

Can a single VoIP account accept multiple incoming calls?

Yes.

Requirements

What do I need to use VoIP?

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 softphone 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 512/128 or faster, the faster the speed the higher you can raise the codec which means less compression.

What sort of bandwidth do I need to operate a VoIP connection?

The recommended connection speed is 512/128 kbps. You will need roughly 30kbps down and 30kbps up.

Which MODEM is recommended for VOIP?

Depends on how you want the VoIP to work, you can use it through your PC or through your MODEM. PC = Any ADSL MODEM would do.

VOIP through MODEM would require a MODEM that has the VOIP feature, eXeTeL provides the NB9 Series as well as the Dynalink which both have the VoIP feature.

Do I need a static IP address for VoIP?

No, It will support devices operating in DHCP mode as well.

Do I need to put a Micro filter on the back of phone where the VoIP is connected?

No, the VoIP runs through the Internet connection and using Micro filter will cause the VOIP to be unusable.

Applying for VoIP

Who can apply for VoIP Services?

Customers can only apply for VoIP provided if they have the following services with eXeTeL:

• ADSL
• Mobile Broadband

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 Wireless Broadband or Exetel HSPA services with a minimum speed of 512/128 kbps.

How can I order VoIP services?

You can purchase or place an order for VoIP via the Members Facilities area. you can also order a VoIP service on new ADSL application however it will not be active until the ADSL is active.

1. Go to Member Facilities area. 2. Select Order VoIP Services option.

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

4. Add the required numbers to your VoIP contact list 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 are agreed with them.

7. Click Confirm Order button to submit the registration.

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

If you are a new user, you will receive an email containing the User name and Password within twenty four to forty eight hours once the ADSL connection is activated. In case you do not receive such email, you can follow the steps given for existing user in the Members Facilities area.

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

No, you must have an Exetel ADSL service.

If I live in Sydney do I need to apply for a VoIP DID?

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

Can I port numbers from the PSTN?

Yes. When you apply for a "Naked" ADSL2 plan there is an option to port the current number on that line to VoIP with Exetel.

More information can be found in the FAQ

Otherise a DID will be allocated from a predetermined range of numbers made available by Exetel’s upstream VoIP provider.

Using VoIP

Methods of using VoIP

There are three 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 "Dynalink 1046" 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.

• Mobile phones - VoIP can be used via mobile phones provided the mobile has HSPA - 3G or WiFi enabled & the mobile has no restrictions with VoIP software been enabled/installed.

How can I place a VoIP call?

If you have 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?

Yes. You can

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.

Does my computer need to be turned on?

No. Only the broadband Internet connection needs to be active if you are making calls with a phone and adapter or special VoIP phone.

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.

Can a single SIP account accept multiple incoming calls?

Yes.

Can I get incoming calls with softphone software?

You can't receive incoming calls using free X-Ten 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 reasons that the table below points out. Here are the differences between the 2 codecs:

G.729

Compressed

Low Bandwidth Usage

Incoming / Outgoing calls

G.711

Not Compressed

High Bandwidth Usage

Only can make outgoing calls

For the lowest recommended ADSL (512/128) connection, you must use G.729.

PSTN to VoIP

PSTN to VoIP is converting a standard telephone number over to the VoIP service, this allows for the PSTN to be used solely for VoIP. Once a PSTN service is converted over to VoIP it will not be able to covert back to a PSTN service. eXeTeL offers PSTN to VoIP, only with the Naked ADSL 2 services.

Exetel Monthly VOIP Service Fee (Offset By Reduced Telstra Line Charge)

A valid PSTN in dial number can also be provided at an additional monthly charge. SYDNEY, WOLLONGONG, NEWCASTLE, PENRITH, MELBOURNE, GEELONG, BRISBANE, GOLDCOAST, CANBERRA, PERTH, ADELAIDE are available.

By using VOIP you can also use, or change to using, the Telstra 'Home Line Budget' line at $19.90 per month rather than Telstra’s other, more expensive, line rental plans.

Exetel VOIP Via Current Handset Implementation

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.

Exetel VOIP Via 'Soft Phone' Implementation

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

Is there a contract on VoIP?

At the moment there are no contracts on VoIP accounts however refer to www.exetel.com.au

Are there any SLA on VoIP?

Residential voip services do not carry any service level agreements.