FAQ - VoIP.ms Wiki


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Pour la page en Francais veillez cliquez ici: Questions Les Plus Fréquentes

Haga clic aquí para Español:Preguntas frecuentes

Do you offer a Test Account or Number?

We currently do not have a test account or test number program however opening an account is completely free and we provide free dialing codes to test the quality of the service. Please check our many dialing codes here: Dialing Codes

How do I start?

You can open an account for free following this link : https://voip.ms/signup.php Once your account is active you will be able to log in and find all of our features and options. We suggest to also check our Getting Started guide.

Is there a cost to open the account?

Opening an account is completely free. The minimum amount of funds you can add is $25 USD which will become your account balance to use the services.

Is there a Contract?

There are no contracts with us, you can open an account for free at any time you wish, for as long as you want.

What are the Payment Options?

The current options available are Paypal, VISA, Master Card, American Express, Discover (Where supported) and via Bank Wire deposit to our bank account in Montreal. Please contact Customer Support for information about Bank Wire.

Can I deposit less than $25 into my account?

Currently $25 is the minimum amount you can add to your account. This credit won’t expire and will last until depleted by using the services. You can ask for a refund of the remaining balance at any time should you choose to cancel the account.

Do you charge taxes?

All customers with Canada as country will pay for the tax called GST. The customers who are also from Quebec in Canada will pay an additional province tax, PST. This applies for both Paypal and Credit Card payments. The HST will get applied on Canadian provinces that require it. In order to get further details about how these are applied, feel free to check this link: http://en.wikipedia.org/wiki/Sales_taxes_in_Canada

How much does the service cost?

The cost will vary depending on the services used. For outbound calls you are subject to the per minute rate of the destination you call and the billing increment. For inbound calls you are subject to the rate plan of the DID, the monthly fee and the billing increment it if applies. There may be additional monthly fees or set up fees depending on the services you subscribe to. Please check more details about the service cost here Service Cost

What is the Billing Increment?

The Billing Increment is a call duration measurement unit expressed in seconds. For example, with a $0.0100 per minute rate, and a 60 seconds billing increment, any call less than 60 seconds is rounded up to 60 seconds or 1 full minute of usage. A 5 seconds call and a 50 seconds call are both billed as 1 minute or $0.0100.

With our 6 seconds billing increment, a 5 second call will be billed as 6 seconds or 1/10 of 1 minute or $0.0010. This way, you don't get charged for a whole minute just for a 10 seconds call.

What is a DID?

A Direct Inward Dial number (DID), in simple terms, is a virtual number that, for all intents and purposes, can be considered a regular phone number, with the exception that it is not attached to any POTS line (Landline). Once your configuration is ready, your DID will be the phone number that everyone in the world will call to reach you, just like any other phone number.

What type of DID numbers you offer?

There are different types of DID numbers. They are mostly differentiated by their geographic presence. Local DIDs from US or Canada. International DIDs. Toll Free numbers.

These are the most common used by our customers. For further information about getting a DID number and other types please check our related article Order a DID Number

Can I dial out with my DID?

The DID numbers are a type of service that are exclusively for receiving calls. When you place outgoing calls with our service you are not calling from the DID number but from the account instead and the number you will pass on your calls as your Caller ID will be the one that is configured on the accounts settings from the portal.

What is Caller ID?

Caller ID is a telephone service that transmits the calling party’s number to the called party’s telephone . When available, the Caller ID number can be complemented with Caller ID name (e.g. John Smith). If you are placing outgoing calls you will likely need to pass a Caller ID to ensure proper termination of your calls, particularly to reach toll free numbers. There are two types of caller ID and it is important to differentiate them: Caller ID Number (CID) and Caller ID Name (CNAM). Please contact Technical Support for assistance or more details about Caller ID or check our related article at Caller ID

What is CNAM?

CNAM stands for CallerID Name and it's the information that will be displayed in the phone of the receiving party, when you place an outgoing call. If you will be making calls to Canadian numbers, you can simply pass the Caller ID name from your device or system as most of them support this. The Caller ID name on US calls works differently, this is controlled by a national CNAM database with records of numbers and names matching each number. We can update the CNAM database under request. For more information please check our related article at [Caller ID Name]

Can I port my existing number from another provider to VoIP.ms?

VoIP.ms does offer Local Number Portability (LNP) service and your number may be available for porting. Please contact Customer Service to find out whether your current number is portable to VoIP.ms network or if you already have an open account, please refer to the Porting a Number guide.

Do you provide any hardware for the service?

We don’t provide any kind of hardware device, software or system to use the service. The service is a BYOD (Bring your own device). You should be able to get one from any Communications specialized store and all SIP- compatible devices are supported.

Can I use my existing device with VoIP.ms?

Basically any device or system that supports SIP or IAX2 protocol will work with our service . If you bring your device (ATA, IP phone) from a previous provider, make sure it is unlocked and you are able to make changes to its configuration.

Do you have Configuration Samples?

You can find configuration samples for most of the common devices and phone systems used with VoIP.ms here: Devices If your device or system is not listed there but supports the protocol SIP or IAX2 and at least one of the following codecs: G711u, G729a or GMS, you should be able to use it, and you can always contact our Technical Support staff for additional assistance.

Do you offer Technical Support by phone?

Due to the nature of the troubleshooting which can result time consuming we chose our main ways to offer support to be via Ticket System (Email) and Live chat. At this point, Technical Support over the phone is not available.

What is my Main Account SIP password?

The main account SIP password is, by default, the same as your customer portal password. If you have not changed the SIP password, it is the same password you use to log into your portal. You can change your SIP password from the Customer Portal at any time from the Main Menu - Account Settings page. Please check our related article for more information: [Account Security]

What Server should I use?

Usually, in order to receive better results, you should choose the server physically closest to your location. You can also send a ping to any of the servers to check the best response time. Please check our related article for more information about this subject Choosing Server

Does VoIP.ms encrypt the communication?

The SIP communication is secure although not encrypted. However, the passwords are MD5 hashed and are not transmitted without encryption when establishing the call.

Do you Support e911

We offer e911 service only for US and Canadian DID numbers (including USA and Canadian Toll-free numbers). This feature can be activated in the Customer Portal directly under the e911 page under the DID numbers menu. More information available in our related wiki article here E911

Do you offer Calling Card?

We do not offer any Calling Card feature at this moment, however you can set up a Calling Card solution with your own system and our DID numbers as long as this is used with DID numbers in our Per Minute plan. For more information please contact Technical Support.

Do you offer Fax service?

We offer a Virtual Fax feature (currently on Beta). This feature can be used with special Fax DID numbers which can be acquired and configured through our Fax portal. Please check our related article for further details: Virtual Fax

Do you offer SMS service?

We do offer SMS service (currently on Beta). The SMS is available for a great number of DIDs and Cities from US and Canada and requires to be used through the SMS portal. SMS is not available through SIP protocol for the moment. You can read more details about this feature in our related article SMS

Do you offer Conference Calls?

We do not offer Conference calls as a feature in the customer portal, however if your system or device is capable of establishing a conference call or possess this feature, you can use it with our services.

Do you support TCP for the SIP communication?

With the exception of Atlanta1, Dallas, Tampa and Houston, TCP is fully supported in our servers.

Do you offer alternative ports besides 5060?

We offer alternative SIP ports, UDP 5080 and 42872 on all of our servers, You can try those ports in case your Internet Service Provider blocks the port 5060 UDP or if you need to use another one.

Can I register 2 or more different devices with the same account username?

It is strongly suggested not to do so, this can possibly cause conflicts while routing the calls to your device as well issues related with registration. If you need to register more than one device please create and use the Sub Accounts, you will get new credentials for any additional device. For more information about Sub Accounts please check the related article on this subject Sub Accounts

Do you accept Autodialers or Telemarketing traffic ?

We do not accept the use of our termination (outbound) services for telemarketing purposes (Including but not limited to Automated Dialers, Call Centers and collection agencies).

Do you offer service to Call Centers ?

We currently provide service to Call Centers for inbound traffic, the use of this is restricted to DID numbers with a per minute plan. Outbound traffic from call centers is not supported at this time. If you have any concern about this please contact Customer Support for more details.

Can I resell your services ?

Yes, our customers will be able to find a "Reseller Section" included in the Customer Portal. We give you all the tools you need plus a White label Reseller Interface that has been developed to help our clients upsell our services under their own brand. We also recommend that you must familiarize yourself with the Voip.ms interface before reselling the service. For more information about reseller please contact Technical Support or visit our related article here: Reseller Basic Guide

Do you offer Wholesale Rates ?

If you are interested on a discount based on traffic usage or volume, please send an email to sales@voip.ms providing all details about your traffic like destinations you need to call and average of minutes used per month, in order to receive additional information and quotes.

Can I port out my number ?

If you wish to port out a number from our service you can do so at any time by starting the porting request with the new provider. We authorize all Port Out Request matching the correct information from your account. Remember to delete the DID number from your VoIP.ms account once the port out process is completed. For any question regarding Port Out please send an email to our LNP Department at ports@voip.ms

How do I delete my DID ?

From the customer portal, go to the “DID Numbers” menu tab and then click “DID Billing”. From this page, you can cancel number(s). Remember this process cannot be reversed, please be sure that you will no longer need the number.

Is there any Cancellation Fee ?

We do not charge any cancellation fee of any kind, you are free to cancel your account or number at any time you wish to.

Where are you located ?

VoIP.ms is a Canadian Company founded back in 2007 in Montreal. The main office is located in Montreal, QC, Canada and there is also a Technical Site in Merida, Yucatan, Mexico for the South America market.

Do you offer a Referral Program ?

For the moment we don't have any kind of referral program available.

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