Account Settings - Wiki

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Account Settings

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The Account Settings page is one of the most important pages in the Customer Portal, it will help you out as its name points out, to set all the proper ways to use your account, and these settings will affect the global settings on your account, from Device type to routing and even security of your account.


Tutorial Videos

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Account Routing

These settings define the routes the system will use when you place calls to either Canada, Toll Free or International Numbers.

Account Routing

Canada Routing: You can choose between the Value or Premium Route. If you are looking for the best wholesale price without any volume commitment you can use the Value route, however the CallerID number is not always guaranteed to work in this route. The Premium route has a better level of quality, at a price that is a little higher than the value option. The CallerID Number is guaranteed to work for this route. Please note that the Canada Route can also be set independently per sub account, under the Sub Accounts settings.

 Please note the US route is only available on the Premium route with a rate of $0.01 per minute.

International Routing: You can choose also the Value or Premium route. Both routes are reliable, however you're going to find better quality if you're using the Premium route. The CallerID Number is not guaranteed to work for international calls even if you use the Premium route.

Toll Free Routing: This define the route the system will use when you place a Toll-Free call to Canada or USA. You can choose between the Value route (free to use) or the Premium (at 1.06 cent per minute). As the other settings, the Premium route give you better quality and the CallerID Number is guaranteed to work.

Toll Free Carrier: This setting defines the type of carrier that will be used when you dial a Toll-Free number. You can choose between Server Default, American Carrier or Canadian Carrier.

Server Default: The Carrier for the termination of your toll-free call will be chosen depending on the geographical location of the server 
  you are registering or connecting to. American Servers will dial through an American Carrier and Canadian servers will use a Canadian Toll-Free carrier.
American Carrier: Your Toll-Free calls will always go through an American Carrier, even if you use a Canadian server. 
Canadian Carrier: Your Toll-Free calls will always go through a Canadian Carrier, even if you use an American server.

For example, this feature can be useful for west based Canadian customers who wish to use the Seattle server but have their toll-free termination calls go through a Canadian carrier.

Note: Please refer to Service Cost for information about the rates of the outgoing calls.

Account Restrictions

These settings define the restrictions the system will use when you place calls to either USA, Canada or International Numbers.

Account Restrictions

Allow 411 dialing: When enabled, you can call 411 directory assistance at the cost of $0.99 per call.

Note: XXX-555-1212 is disabled within The only way to reach directory assistance is by dialing 411.

Allow International Calls: When Disabled, calls placed to destinations outside USA/Canada will be automatically rejected. If you are using Sub Accounts you need to setup this directly in the sub account.

Note: This option is set to "No" by default for New accounts.

Max. Call Time for US48/Canadian Calls: With these setting you can choose how long the call will last when you call to US or Canada Numbers. If a call to a US or Canada Number exceeds the maximum time you have set in this option, it will be automatically hung up.

Max. Call Time for International Calls: Works exactly as the Max. Call Time for US48/Canadian Calls setting. If a call to an International Number exceeds the maximum time set, it will be automatically hung up.

International Amount Restriction: With this option you can set the maximum amount per minute for calls to international destinations. If the Per minute rate for an International destination exceeds the value you have set in this option, the call will not be connected.

For example, let say you can set this option to $0.150 and you want to call a UK mobile number with area code 4470, the call will not go through because the per minute rate for this area code is $0.3048.

Note: This settings depends on the International Routing you have chosen between Value or Premium.

Allow Calls to Countries: Here you can select Regions or Specific Countries to allow outgoing calls from your account.

In order to allow calls to a specific country you can click the name of the region to expand the countries within it and select the desired countries only. You can select Select All so all the countries within the continent will be selected. You will also be able to search for a specific country using the Search Country field. If you call to a country not allowed in this section, the call will not be connected.

Please make sure to only allow those destinations that you are planning to dial and avoid having unplanned destinations allowed.

Allow Calls to Countries

Note: If you have international calls disabled, it will prevent calling to the international countries you have enabled in this list.


These are the general settings used by the system when you make or receive calls.


e911 Default CallerID: When you dial 911 from any of your SIP accounts, and the caller ID doesn't match a 911-enabled DID, the "e911 Default CallerID" will be used as the caller ID allowing you to connect your call instead of a busy tone.

Dialing Mode: This setting allows you to set the way you're going to dial other numbers.

  • North America (Recommended): You can dial to countries part of the North American Numbering Plan Administration by dialing 10 or 11 digits. (with or without the 1 prefix). You'll need to use the 00 or 011 prefix to call international numbers.
  • E164: You dial numbers by using Country Code first. You don't need to send the 00 or 011 prefix when using this mode, but it's still supported.

CallerID Number: You can set the callerID Number you want to pass if you are using an ATA, IP Phone or Softphone. It is important to pass a valid caller id to ensure proper termination. If you have a a device capable of passing its own CallerID number such as a soft switch or PBX, you can leave this blank to set the CallerID Number on your side.

Voicemail Associated to the Main Account: You can select the mailbox associated to the main account.

  • Accessing Voice Mail: When you dial *97 from your main account, it will not prompt for the voicemail ID. It will also not prompt for the password if you have selected "Skip Password" option in the voicemail configuration.
  • Message Waiting Indicator: When there are new messages, notice of new message(s) will be sent. This will lead to different results depending on your type of adapter, soft phone or IP phone. For example, when using a Linksys ATA adapter, it's usually a stutter tone with periodic ring, IP phones usually use a stutter dial tone when you pick up the line and are equipped with a blinking light, soft phones usually show up a Voicemail Icon in the dial display.
Note:This setting only affects the device registered with the main account. 
     If you're using a sub account you need to set the Internal Extension Voicemail for that subaccount.

Music On Hold: Most IP Phones and Softphones inform the VoIP server they are connected to when the HOLD Button is pressed. If you would like to present music to the person you place on hold, you can select it here.
The following options for music are available:

  • No Music, Intermittent Bleep: Silent, but with a subtle intermittent bleep sound to let your callers know that they are still on the line while they hold.
  • Away in the Tropics: From Hawaii to the Caribbean, these tracks deliver sounds of ukulele, steel drums, and steel guitars.
  • Coffee and Sunrise: Uplifting without being perky, and positive without being too smiley.
  • Coffee Shop Acoustic: Soothing, acoustic guitar tracks makes for a relaxed feel and sets a great atmosphere.
  • Easy Listening: Smooth, casual tunes.
  • Guitar Alchemy: Clever harmonics and progressive chord sequences to create a joyful and warming musical experience.
  • Happy Endings: Uplifting, commercial style. Guitar, drums, ukulele, harmonica and bells.
  • Light and Casual: Soothing and peaceful songs with a light, positive feeling.
  • Orchestral Moods: Emotional and dramatic tales spun by violins, pianos and full orchestras.
  • Piano Mix: Smooth Piano
  • Rock Me Easy: Feel-good music to create a relaxing atmosphere.
  • Spa Sounds: Soft, slow and serene instrumentals.

You can test the categories by dialing the following codes:

*** 89 Away in the Tropics
*** 90 Coffee and Sunrise
*** 91 Coffee Shop Acoustic
*** 92 Easy Listening
*** 93 Guitar Alchemy
*** 94 Happy Endings
*** 95 Light and Casual
*** 96 Orchestral Moods
*** 97 Piano Mix
*** 98 Rock Me Easy
*** 99 Spa Sounds
***100 No Music, Intermittent Bleep


Here you can change the password to access your Customer Portal as well your SIP/IAX passwords for your main account.


Customer Portal Password: Here you can change the password used to log in your Customer Portal.

Main SIP/IAX Password: Here is where you can change the password used to register your Main Account to one of the servers.

Note: For default, the Main SIP/IAX Password is the same you use to login in your Customer Portal.

IP Restriction: Enabling this option will provide you with an extra security layer where outgoing calls will be authorized only from the IP address or IP range specified.

POP Restriction: Enabling this option will provide you with an extra security layer where outgoing calls will be authorized only from the Points of Presence (POPs) selected.

Inbound Settings

In this tab, you can set the protocol used for inbound calls and the device you're using for your main account.


Protocol for inbound DIDs: Here you can select either SIP or IAX2 protocol. This will depend on the device you want to use with your Main account. SIP is the recommended protocol.

Device type: Make sure to select the correct type of device you're going to use with the main account to properly receive incoming calls in your device.


The notifications tab holds a complete list of alerts based upon most of the features that you will be able to see in the customer portal, in regards of changes over your configuration system structure, e911 dialing and API configuration changes.

You will be able to select rather to receive an email or not when these events occur within your configuration, added to the always useful Balance Threshold.


Balance Threshold: Here you can set an amount and when your balance goes below this amount you will receive an email to the address set in the option below. You can select a value between $1 up to $200, or if you like you can disable the notifications (this is not recommended).

Note: Set this according to the monthly use you have in your account. 

Email: Enter the email address in which you want to receive the notifications. Make sure to enter a proper email address. If you want to receive notifications in more than one email address, you can list the emails separated with commas (,). This will only work for the Balance Threshold

Note: While the balance is below your threshold, you're going to keep receiving emails until you add new funds in your account or you change the balance threshold.

Default DID Routing

These settings let you define the preconfigured Routing options that are going to be applied to each new DIDs that you order. However, you are still able to change the settings for the DID in the order page.

Default DID routing

Select Plan: Incoming Calls and Monthly Fee for the DID will be charged according to the Plan selected here. Plan prices change depending on the rate center. These prices will be shown when purchasing numbers.

CallerID Name Lookup: When activated, the system will perform a lookup in the LIBD/CNAM database to find the name matching the number of callers with a US/Canadian CallerID Number. The result of this query will be displayed with the following format "Caller ID name portion" <Caller ID number>.

DID POP: Here you can set the server in which your software/device is registered to or receiving the call from.

Note: Always make sure to register your software/device to the same server you set in this option to properly receive incoming calls.

Default DID POP

Routing: Here you can select the destination of the incoming calls to your DID number. You can routed directly to one account/sub account, an Digital Receptionist (IVR), Calling Queues, Time Conditions, Ring Groups, etc.

Failover Options: This setting let you define where to redirect the call when the destination is Busy, Unreachable or No Answer. These options can be displayed by clicking the Show Failover Options button

Note: You can change these settings later or enable additional settings in your Customer Portal>>DID Numbers>>Manage DID(s)


Newsletter Subscription: You can set if you want to receive news from



These settings are recommended for advanced users only. If you are not familiar with them, you can leave them with the default values.


  • NAT (Network Address Translation): This setting should be set to Yes if you're behind a NAT, if not set to No. If you're unsure what setting means, is highly recommended that you leave it to Yes.
  • DTMF Mode: This allows you to select the DTMF mode that is going to be used for your account. If you set this to AUTO the RFC2833 (AVT) is going to be used and automatically switch to INBAND if the other end doesn't support RFC2833.
Note: Its recommended that you select the same DTMF mode in your device. 

  • Allowed Codecs: This setting allows you to select the codecs that you're going to use, you can choose to allow one or more codecs at the time.
Note: It's recommended that you select Allow All and only change it if you have an specific reason to do so.

G.722 Codec

The codec G.722 or VoIP HD audio is a wideband audio codec that operates at a high data sampling rate. The higher sampling rate allows the G.722 codec to provide higher clarity of audio signals than G.711.
Codec G.722 and HD voice is available and fully supported when performing SIP calls where both ends of the calls have codec G.722 configured and will also work for internal calls between customers within as long as they are in the same POP server, system recordings or messages.

Codec G.722 is currently not supported for communication between different POP/servers.

Due to the nature of its technology and the current limitations with the existing regular phone providers (not supporting G.722), HD voice is currently not available when calling external regular phone lines or mobiles.

  • Encrypted SIP Traffic: This setting allows you to encrypt the communication between your device and our server, by using the SIP-TLS (Transport Layer Security) and SRTP (Secure Real-Time Transport Protocol) protocol.

Before using this feature, please consult the article about the Call Encryption - TLS/SRTP

Note: If enabled, all the SIP traffic will be encrypted for the main account. 
      Please note that if encrypted calls are enabled then you need to configure your device to make and receive encrypted calls.
  • Max Expiry: Sets the maximum amount of time (in seconds) until a device or phone system registration expires. The default value is 3600 but the range can go from 60 to 3600 seconds. If your device or phone system requests a lower registration expiry time to the server, this will be respected. MaxExpiry also applies to subscriptions, Message-Waiting Indicators (MWI) as well as Presence (BLF).
  • RTP Time Out: Sets the amount of time (in seconds) of no RTP activity (silence) before the call is terminated when the call is NOT on Hold. If the field is left empty the default value of 60 seconds will be used. RTP time out can range from 1 to 3600 seconds but it must always be equal or lower than RTP Hold Time Out.
  • RTP Hold Time Out: Sets the amount of time (in seconds) of no RTP activity (silence) before terminating a call that is On-Hold. If the field is left empty the default value of 600 seconds will be used. RTP Hold Time Out can range from 1 to 3600 seconds but it must always be equal or greater than RTP Time Out.

Note: Max Expiry, RTP Time Out, and RTP Hold Time Out settings are available for the main account and subaccounts independently.
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