Introduction

Client Interface

Change Account

This button will give you the ability to switch the current SIP account to another, when you switch the account, it will give you the ability to edit some settings, such as your SIP account password, Caller ID, Music on hold and more.*

*This is only available if your provider gives you access to this function in your package. If it is not available, you may have no access to it and need to contact your provider in order to make changes to your account.

Account Registration Status You will be able to see if your SIP account is currently registered to the SIP Server. If your account has been configured to use a SIP username and password to your device, a registration state will be shown, otherwise, if your device has been configured to use an IP Authentication method, you will not be able to see the registration state of this device.

Dashboard

The dashboard page is an area where your provider can give you some important information regarding your service, portal or other.

Balance

In this section, you will be able to have a global view of your account. Your main balance of your account still appears in green; this indicates that your account is healthy, and this is the balance you may spend. However, if your balance appears in red, this means that your account is in the negative and is the amount you owe your provider.

Add Fund Using Paypal

If you would like to replenish your account, you can select the amount you would like to add of your choice by using the drop-down menu, then click on the [proceed] button. You will be redirected to the Paypal payment processing page. Your payment will be sent automatically to your provider and your balance will be updated.

Note that it may take a couple of minutes after your payment is made to see your balance. Once your payment is fully applied to your account, you will see in the deposit’s history section, your deposit payment.

Your balance

When the balance box is red indicates that your account is in negative and this is the amount you owe your provider.

Summary in the last 30 days (IF STANDARD VIEW ENABLED)

This section will give you a quick overview of the number of calls you’ve made and received, the sum totalling the amount that it cost you, as well as the total communication time within the past 30 days, the amount spent.

Today summary (IF STANDARD VIEW ENABLED)

This section will give you a quick overview of the number of calls you’ve made and received, the sum totalling the amount that it cost you, as well as the total communication time for the current day.

Deposits History

In this section, you can see every deposit/credit applied in your account.

You have the ability to sort them by the date, the amount and the description.

By default, the date is sorted by the most recent deposit applied in your account.

You can also use the search bar if you would like to search a specific deposit by entering any characters.

It will search in every column/row. You also have the ability to choose the number of rows to display. (10,20,50,100,200. All) entries.

Services Charge History

In this section, you can see every charge, one-time or monthly recurring fees applied in your account by your provider, such as your DID(s)/e911/packages monthly fee or a one time or setup charge.

You have the ability to sort them by the date, the amount and the description.

By default, the date is sorted from the most recent charge applied in your account.

You can also use the search bar if you would like to search a specific charge by entering any characters.

It will search in every column/row. You also have the ability to choose the number of rows to display. (10,20,50,100,200. All) entries.

Services

From the services menu, you will be able to access all the services that you are currently being offered by the VoIP provider.

In the page of the selected service, you can check and manage its configuration.

My service

On this page you will find 3 tabs where you can manage different aspects of the configuration of the account selected and the DID numbers associated with it.

Account Details

IF STANDARD VIEW IS ENABLED)

In this section, you have the ability to see some options and configuration associated with your SIP Account.

You can customize the music on hold, change the password, your outbound caller ID, the codecs allowed for your devices, and more.

If your provider gives you access to edit this setting. If you can’t edit them, you will need to contact your provider in order to make changes.

You will also find information related to the package associated with your SIP account.

Basic options

• Username: This is the SIP/IAX ID you need to use in the configuration of your device, software or system.
• Protocol: The protocol used by this User ID to make and receive calls.
• Description: This can be used as a note or description to identify this account (for your own use).
• Authentication type: The method used to authenticate the account in the VoIP server.
• Password: The password that has to be used to register this account in a device (If using User/Password authentication).
• Caller ID override: The phone number set here will be used as caller ID for outbound calls.
• Music on Hold: Select the tune callers will hear when the call is put on hold.

Advanced options

• Allowed codecs: This setting is to allow disabling and enable the audio codec you will use.
• DTMF Mode: This setting allows changing the DTMF mode.
• NAT: This setting should be set to Yes if you're behind a NAT, if not set to No. If you're unsure what this setting means, it is highly recommended that you leave it to Yes.

Package

• Here you will find details of the "Package" that is assigned to the account you are using.

(IF SIMPLE VIEW IS ENABLED)

In this section, you have the ability to see some options and configuration associated with your SIP Account.

To edit them, you will need to contact your provider in order to make changes.

You will also find some information related to the package associated with your SIP account.

Basic options

• Username: This is the SIP/IAX ID you need to use in the configuration of your device, software or system.
• Protocol: The protocol used by this User ID to make and receive calls.
• Description: This is a brief description of the account.
• Authentication type: The method used to authenticate the account in the VoIP server.
• Password: The password that has to be used to register this account in a device (If using User/Password authentication).

Package

Here you will find details of the "Package" that is assigned to the account you are using.

DIDs list

In this section, you can find the list of DID associated with your SIP account, the current routing in place, and other interesting information.

You may have the ability to edit them and customize the behaviour of these.

If your package gives you the ability to order new DID in your account, you will be able to buy directly by this area by clicking on the button

Edit DID

When you edit a DID, you can customize the behaviour of it, the location where your DID is registered on, the routing (such as an IVR, Ring Group, etc.), as well as the behaviour if your DID is busy, unreachable (due to a power outage or network issue) or No answering.

Details

On this tab you will be able to enable and disable features like Voicemail, dial timeout, caller ID name prefix, record calls and SMS.

DID POP

This is the server that will be used as the Point of Presence of the DID.

Routing

This is the main destination of your DID number and where the calls will be routed.

Routing if Destination Busy

This failover destination allows you to reroute incoming when the main routing is busy. For example, when DND is enabled or there is an active call.

Routing if Destination Unreachable

This failover destination allows you to reroute incoming when the main routing cannot be reached, per instance, due to a power outage or network issues. (Mainly if your main routing is to a PBX.)

Routing if Destination No Answer

This failover destination allows you to reroute incoming when the main routing is reached but does not receive response from it.

Callback

This feature allows placing calls through the provider's network from an external phone number.

When the DID number is routed to a Callback, the system will return Busy when the DID is dialed, then a call will be made from the system to the phone number specified in the callback and present the user with dial tone in order to make a call.

You can set a callback to a landline, a mobile phone or even an International number.

Caller ID Filtering

This tool allows creating rules to handle different routings for inbound calls based on the caller ID number of these.

Ideal for blocking calls from unwanted numbers or redirect calls from specific callers to the desired destination.

It offers options to create rules for a specific phone number, calls without caller ID (Anonymous/Unavailable), numbers not matching the North American Numbering Plan (NPANXXXXXX) or by defined patterns by using wildcards like “*” or “X” to block or reroute an entire area code or exchange with a single filter.

Call Forward

Use this feature to redirect incoming calls from your DID number to an external phone number where the desired party can answer.

This can be set to local landlines, mobile numbers, toll-free and even International numbers.

Call Hunting

The Call hunting can be used to receive calls and make ring a member one after another or in a random order, for a specific amount of time, until one of these Members answers the call.

A member could be a sub-account, SIP URI, call forwarding or a ring group. Once you add a new Call Hunting, you can give a name.

You can add a recording at the beginning of the call hunting, so your caller listens to a message before it begins.

Music on hold (or a custom music on hold) can be played while your caller waits for someone to answer.

It’s also possible to choose in seconds the amount of time the member will be reaching as well as to enable the option press '1' on the phone when a member gets the incoming call, in order to connect the call.

This is useful so the call is not answered by an answering machine.

DISA

The Direct Inward System Access (DISA) allows you to make calls with your account even if you are far away from a registered device.

You can dial a DID number routed to DISA from an external phone and you will be provided with a dial tone to be able to dial any number that you want to call.

For example, you can dial the DID using a cellphone from a different provider and place the call with this once DISA gives you dial tone; this call will be made through your VoIP provider and not through the provider of the cell phone.

IVR

The Interactive Voice Response (IVR) will play a recording to the callers before the call is rerouted to the desired destination. The caller will have to dial the digits assigned to the destination that wants to reach. For example, the recording of the IVR can have instructions telling the caller to “Press 1 for Sales, press 2 for technical support, etc.”

The options for the IVR can be routed to any destination you want like a SIP/IAX account, a Ring Group, a call forwarding, a Calling Queue, a SIP URI, etc.

It is possible to create submenus for the IVR by adding more IVRs. For instance, you can add an IVR telling callers “Press 1 for English and Press 2 for French”; if any of these options is pressed the call can be routed to a second IVR with instructions in the selected language.

PhoneBook

The phone book can be used in order to personalize the caller ID when a specific number calls you.

If any incoming calls to one of your numbers matches a phone number in the phonebook, the Caller-ID name of the incoming calls will be set to the entry on the phonebook.

For example, if you have a phonebook entry with the number: 5552221234 associated with the name "JOHN DOE", when you receive a call from 5552221234, the Caller ID name will be displayed as "John Doe" even if 5552221234 already has his own caller ID, this will override the provided caller ID.

Calling Queues

A Queue call can be reached from your main DID routing/failover routing or from an IVR, time conditions when you receive incoming calls it will be placed in the Queue.

Each member added or connected in this Queue call can receive a call from the queue (static members or users that login as agents dynamically).

You can set a strategy for how to handle the queue and divide calls between members. You can add music on hold which will be played while your callers are waiting in the queue.

An announcement for agents and callers can also be set by uploading a “Recording”.

Custom Music on hold

The Customer Music On Hold feature allows you to upload and use your own audio files to play them while the caller is put "on hold" or during the "ring time" when you receive an incoming call.

You can upload your custom audio files from the Recordings section and then convert them into Custom Music on Hold files.

Thereafter you will be able to use your files in some of our features including: Calling Queues, Ring Groups, Call Hunting and Audio conferencing.

Recordings

The recording section will allow you to upload your own audio file. A recording can be used in a Voicemail, Ring Group, IVR greeting and Calling Queues.

You can also have your DIDs configured to play a recording to the caller, or as a failover if you prefer that instead of voicemail.

If you choose to route any destination to a recording directly, the call will hang up automatically after your audio recording is finished to be played to the caller.)

It's also possible to test the uploaded recording by dialing from your sub-account the corresponding Test Dial Code.

Ring Groups

Make ring multiple destinations at the same time. A Ring Group allows an incoming call to be redirected to a designated group of extensions where a member of the group is able to answer.

When you receive a call to a DID routed to a Ring Group, all members of that group will ring at the same time until one of them answers the call.

You can also select which voicemail should be used by the system in case none of the members answers the call.

If a landline or a mobile phone number (call forwarding) is added into this section, we suggest selecting the option (PRESS 1).

This will prevent your personal voicemail from answering the call.

If no one answers the call and the option press 1 is enabled for a mobile or a landline number, it will automatically be redirected to a voicemail of your choice.

SIP URI

A SIP URI is the SIP addressing schema to call another device/server via SIP. In other words, a SIP URI is a user's SIP phone number.

The SIP URI resembles an e-mail address and is written in the following format: x@y:port (x=Username, y=host|domain|IP).

Example: [email protected]

To make a SIP URI that can be used with multiple DIDs, use the {DID} tag.

The {DID} expression will be replaced automatically by the DID number as it is listed in "My service > DIDs list” section.

Example: 1{DID}@Your_IP_address = [email protected]

SMS/MMS

If your DID numbers have SMS/MMS available and this service was enabled from the "Edit DID" options on “My services,” then you will be able to send and receive SMS and MMS messages from this page.

SMS Messages can have up to 160 characters. Messages over this limit or containing multimedia elements like pictures, video or audio will be considered MMS.

Time Conditions

Do you want to manage your call flow after a certain hour/time or moment in the week for your business hours or limit calls at night?

You can easily create a time condition to route your incoming calls to a specific destination when it matches or not with the rules you’ve created.

Voicemail

You can easily create a new voicemail to associate it with your account and some features that you may have access to.

You can also manage and edit any voicemail under your account, as well as listening to the message, deleting and downloading it.

A voicemail can also be configured in order to receive your new message directly into your email as soon as they are received.

Accessing your Voicemail.

- Dial (star 97) *97 in order to access directly to the voicemail associated to the account you are dialing from.

- Dial (star 98) *98 in order to access any voicemail by simply enter the direct voicemail number. (The system will ask you to enter the voicemail number (ID) and Password).

Order DIDS

Looking for a new inbound number in the country of Canada or the USA? In this section you can easily buy a new did or a bulk or DID.

You also have the ability to define criteria when you search a number. If you search for a specific number that you can't find, or an international number please contact your provider.

E911

In this section, you will be able to enable/disable or edit an e911 records associated with one of your DIDs in your account.

It is not required to enable an e911 record. However, you will not be able to dial 911 from your account unless you have activated this service.

My CDR

(IF STANDARD VIEW IS ENABLED)

This is your Call Details Records, every inbound call you may receive to your DID or every outbound call you made will be displayed in this area.

You can search your call records for a specific date or choose to display a range of dates.

The possible max range of dates can be up to 92 days.

You can easily sort your search with filters such as calls type, billing, Answered, no answered, Busy or Failed.

When you have some results in call history, you can also sort them with specific “Filter records obtained” field.

With the "Graphical Usage Reports", you will be able to see inner the date ranges some graphical for the Top 10 Destinations by calls or by minutes, the daily spending, the total of calls and minutes or the daily call status (Answered, No answered, Busy or Failed)

(IF SIMPLE VIEW IS ENABLED)

The same as described before, however, when your client interface is set to "Simple View" you will not have available the filters for call types and Call Billing; neither be able to show nor hide calls based on their disposition (Answered, Busy, No Answer and Failed) nor change the time zone.

Virtual Faxes

The Virtual Fax service is the best solution to send and receive faxes via Web without using a Fax Machine, however, it is still possible to set up a SIP device to plug your fax machine and send and receive faxes with this.

It also offers the ability to send and receive faxes using an email address previously authorized so you or other users can make use of the Virtual Fax service without logging in every time.

Order Faxes

This option allows you to purchase new VFAX DIDs and add them to your account without having to contact your VoIP provider every time you want to get a new one.

You can order VFAX DIDs from the USA and Canada and choose among any of the rate centers that are available, however, please note you can choose only the area code the number will be from. The system will deliver the first number that is available on the selected area code.

Manage Fax numbers

In this page you will find the current VFAX DIDs available for the account and edit options such as setting up an email address to receive a copy of the inbound faxes via email, set a URL Callback so when an inbound message is received by your number this will send a POST request to the provided URL and also set a note to this number for your own use.

Send Fax

Use this option to send a Fax from any of the VFAX DIDs available on your account.

To send a Fax you just need to enter the number that you want to fax, :: a "From Name" that can be added to the Fax Header, :: "From Number" which is the vFAX DID that will be used to send the fax, :: the file which can be uploaded by clicking “Select File” (it can be in pdf, txt, jpg, gif, png or tiff and maximum 25mb), a station ID such as “Reception”, “Main Office,” etc.; and an email to receive notifications about the status of the fax.

The From Name, Station ID and Send Email are optional.

My Faxes

Here you can check all the faxes that have been sent and received by your VFAX DID. You can select a specific date or select a date range to check.

It is also possible to filter them by incoming and outgoing by toggling the folder option between ALL, INBOX or SENT.

You will get a summary of the selection showing the total faxes, number of deleted faxes, the duration, total of pages and the total amount spent in dollars.

Fax Folders

This option lets you create folders to organize your incoming and outgoing faxes.

For example, it can be useful to create a folder for the faxes you have sent and received to/from a specific company.

By default, you will have the “INBOX” folder where the incoming faxes are saved and the “SENT” folder where all the outgoing faxes are saved.

To add a new folder you just need to click on “Add folder”. You will also be able to edit the name of the folders you add.

Email to Fax

This feature allows you to send faxes via email using any of the VFAX DIDs in your account.

You can authorize multiple email addresses, so other users can make use of the Virtual Fax service without logging into your account.

You can also add a security code for the email address added in order to add an extra layer of security.

To send a fax via email you just need to send an email to the email address provided by your VoIP provider, putting the recipient number on the subject and attaching the file where the fax are in any of the supported formats (pdf, txt, jpg, gif, png, tif).

Rates

In this section you will have access to all the outgoing rates available for each of the packages, you are currently being offered by your VoIP provider and this way know how much you will be charged for calling a specific destination through the selected package.

You can switch the package you are checking to confirm how much you’d pay with this and see which one is more convenient for a specific call.

You can browse the rates of any destination by letter, by a specific country or by specific words.