FAQ - VoIP.ms Wiki

FAQ

From VoIP.ms Wiki

(Difference between revisions)
Jump to: navigation, search
[quality revision][quality revision]
 
(48 intermediate revisions not shown)
Line 1: Line 1:
 +
[[File:Logo-VoIPms-light.png|250px|]]
 +
 +
 +
{| class="wikitable"
 +
|+
 +
|-
 +
! Article en Français !! Artículo en Español
 +
|-
 +
| [https://wiki.voip.ms/article/Questions_Les_Plus_Fr%C3%A9quentes Français] || [https://wiki.voip.ms/article/Preguntas_frecuentes Español]
 +
|}
 +
 +
 +
<span style="font-size: 120%;">__TOC__</span>
 +
 +
__TOC__
__TOC__
-
Pour la page en Francais veillez cliquez ici: [[Questions_Les_Plus_Fréquentes|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 $15 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 (No Account Needed for Paypal Guest CC Payment), VISA, Master Card, American Express, 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 $15 into my account?==
 +
Currently $15 is the minimum amount you can add to your account.
 +
 
 +
 
 +
== Can I get a refund of my balance if I am not satisfied or no longer need the service?==
 +
If a customer made a deposit and does not want to continue with the Service, for any reason, the Company will refund the Customer in whole, for any unused pre-paid balance (total amount of deposits minus the usage by the customer), upon request, for all new deposits made within ninety (90) days of such request of refund. Any other amounts will not be refunded to the Customer, but will still be available for use.
 +
 
 +
 
 +
==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 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.
 +
 
 +
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.
 +
 
 +
 
 +
==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 [[http://wiki.voip.ms/article/Caller_ID#Outgoing_Caller_ID_name 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. You can find a list of some devices that we support, with their configuration guides, at [[Devices]]
 +
 
 +
 
 +
==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 GSM, 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: [[http://wiki.voip.ms/article/Account_Settings#Security  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?==
 +
By default the SIP communication is secure although not encrypted, however, the passwords are MD5 hashed and are not transmitted without encryption when establishing the call. We offer Call encryption over SIP-TLS/SRTP, that we can enable as you wish for your main account/sub accounts. The communication will be encrypted between our servers and your devices/PBX. ''We suggest enabling this option if you are in a public network.''
 +
 
 +
 
 +
==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. 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?==
 +
SMS is available for a great number of DIDs and Cities from US and Canada and requires to be used through the SMS portal.
-
== Can I port my existing number from another provider to VoIP.ms ==
+
We also offer SIP SMS, providing the possibility to send and receive SMS messages from softwares and PBXes that support the functionality.
-
VoIP.ms does offer 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, refer to the [[Porting a Number]] guide.
+
-
== Why am I receiving calls from an "Asterisk" caller ID? ==
+
You can read more details about this feature in our related article [[SMS]]
-
If you are receiving calls with '''“Asterisk”''' as the caller ID name, the first suggestion is to check if the calls appear on your VoIP.ms CDR as incoming calls. If they don't, then you can be sure that these calls are not coming through Voip.ms system since every call that reaches our system will appear on your VoIP.ms CDR.
+
-
If this is the case, one of the most probable reasons is a direct SIP call to your Asterisk System or Device, for Spam, SIP campaigns or scanners searching for public IP addresses with SIP port open in order to Brute force.
 
-
Unfortunately this is out of Voip.ms control as these calls never reach our system.
 
-
However, there are some suggestions you could follow in order to eliminate this inconvenience:
+
==Do you offer Conference Calls?==
 +
We offer Conference calls, as a feature in the customer portal. This feature is known as [[Audio Conferencing]]
-
* If you are using some kind of '''Asterisk based system''', please make sure you disable availability to receive “Anonymous calls” and install proper security.
 
-
* If you are using an '''ATA, softphone or IP phone''', check for any option to disable these anonymous calls, if there is not, most likely your device doesn't support “Anonymous calls” by default.
+
==Do you support TCP for the SIP communication?==
 +
TCP is fully supported in our servers.
-
* Additionally is recommended to verify your router is '''not set on DMZ mode''' for your ATA device´s internal IP, to make sure your devices and Network are not reachable from public Internet and avoid any unnecessary port forwarding.
 
-
* If there is an option on the ATA device to '''restrict incoming calls to only the IP address you are registered with''', switch it on. (This will help to prevent calls from other than voip.ms being accepted)
+
==Do you Support IPV6 with SIP and or IAX2?==
 +
We do not support at this time IPV6 for SIP and IAX2 protocol at this moment.
-
== Does VoIP.ms offer Calling Card solution to purchase credits for outgoing calls? ==
 
-
Voip.ms does not offer a calling card solution. However, you can use your DIDs and forward them to a calling card provider if you desire.
 
-
Voip.ms also offers the [[DISA]] feature (resembles the calling card feature). When you call the DID, the system then will ask for a pin number, after entering the caller will be granted with dial tone to make the final call via VoIP while paying the VoIP.ms rates when calling to anywhere in the world.
 
-
== Where is VoIP.ms located ? ==
+
==Do you transmit DSCP QoS priority bits?==
 +
Yes we do, we transmit Code CS3 for SIP and EF for RTP.
-
Voip.ms is a Canadian Company. The main office is located in Montreal, Canada and there is also an office in Merida, Mexico for their South America market. Credit Card charges are made in US Dollars (USD) Currency by Swiftvox Inc via Internet secure.
 
-
== What are the IP addresses of VoIP.ms´ servers ? ==  
+
==Do you offer alternative ports besides 5060/5061?==
 +
We offer alternative SIP ports, UDP/TCP 5080 and 42872 on all of our servers, You can try those ports in case your Internet Service Provider blocks the port 5060 UDP/TCP or if you need to use another one. For the SIP-TLS we offer alternative ports only by TCP protocol, 5061 and 42873 on all of our servers name with a number at the end. ''e.g. chicago1.voip.ms''
-
*Atlanta 1, GA      ('''atlanta.voip.ms''')    174.34.146.162
 
-
*Atlanta 2, GA      ('''atlanta2.voip.ms''')    72.9.246.170
 
-
*Chicago 1, IL      ('''chicago.voip.ms''')    208.100.39.52
 
-
*Chicago 2, IL      ('''chicago2.voip.ms''')    208.100.39.53
 
-
*Chicago 3, IL      ('''chicago3.voip.ms''')    208.100.39.54
 
-
*Chicago 4, IL      ('''chicago4.voip.ms''')    208.100.39.55
 
-
*Dallas, TX        ('''dallas.voip.ms''')      74.54.54.178
 
-
*Denver 1, CO      ('''denver.voip.ms''')      173.248.161.90
 
-
*Denver 2, CO      ('''denver2.voip.ms''')    173.248.159.210
 
-
*Houston, TX        ('''houston.voip.ms''')    209.62.1.2
 
-
*London, UK        ('''london.voip.ms''')      5.77.36.136
 
-
*Los Angeles 1, CA  ('''losangeles.voip.ms''')  96.44.149.186
 
-
*Los Angeles 2, CA  ('''losangeles2.voip.ms''') 96.44.149.202
 
-
*Montreal 1, QC    ('''montreal.voip.ms''')    67.205.74.184
 
-
*Montreal 2, QC    ('''montreal2.voip.ms''')  67.205.74.187
 
-
*Montreal 3, QC    ('''montreal3.voip.ms''')  72.55.168.18
 
-
*Montreal 4, QC    ('''montreal4.voip.ms''')  67.205.74.179
 
-
*New York 1, NY    ('''newyork.voip.ms''')    74.63.41.218
 
-
*New York 2, NY    ('''newyork2.voip.ms''')    107.6.67.236
 
-
*New York 3, NY    ('''newyork3.voip.ms''')    107.6.67.237
 
-
*New York 4, NY    ('''newyork4.voip.ms''')    107.6.67.238
 
-
*Seattle 1, WA      ('''seattle.voip.ms''')    50.23.160.50
 
-
*Seattle 2, WA      ('''seattle2.voip.ms''')    50.23.160.51
 
-
*Seattle 3, WA      ('''seattle3.voip.ms''')    50.23.160.52
 
-
*Tampa, FL          ('''tampa.voip.ms''')      68.233.226.97
 
-
*Toronto 1, ON      ('''toronto.voip.ms''')    184.75.215.106
 
-
*Toronto 2, ON      ('''toronto2.voip.ms''')    184.75.215.114
 
-
*Toronto 3, ON      ('''toronto3.voip.ms''')    184.75.215.146
 
-
*Toronto 4, ON      ('''toronto4.voip.ms''')    184.75.213.210
 
-
*Vancouver 1, BC    ('''vancouver.voip.ms''')  162.213.157.82
 
-
*Vancouver 2, BC    ('''vancouver2.voip.ms''')  162.213.157.117
 
-
*Washington 1, DC  ('''washington.voip.ms''')  208.43.234.226
 
-
*Washington 2, DC  ('''washington2.voip.ms''') 208.43.234.227
 
-
== What server should I use ? ==
+
==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]]
-
Usually in order to get better results, you should choose the server closest to your location. You can still send a ping to any of the servers to check the best response time.
 
-
== Do you offer Conference calls ? ==
+
==Do you accept Call Center, Autodialers or Telemarketing traffic ?==
-
Voip.ms doesn't offer Conference calls as a feature, however if your system or device is capable of establishing a conference call, then you will have no issues running a conference using VoIP.ms  
+
The Customer covenants and agrees that if he wishes to use VoIP.ms termination (outbound) services for telemarketing purposes (including, but not limited to Automated Dialers, Call Centers and collection agencies) that he first has to reach out to sales@voip.ms to get the written authorization to do so. In the event where the Customer does not obtain the proper authorization from the Company, Customer understands that VoIP.ms will suspend such activities without warning, to its sole discretion.
-
== Does VoIP.ms offer a STUN server ? ==
 
-
Voip.ms doesn't provide any kind of STUN server nor is it required to use one with their service. If for any specific reason you wish to do so, you can still find a public STUN server on the web for free if you need one.
+
==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]]
-
== 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 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.
-
== Does VoIP.ms provide a Hardware device to use the service ? ==
 
-
VoIP.ms does not provide any kind of hardware device, software or system to use the service. The service is a BYOD (Bring your own device).
+
==Can I port out my number ?==
-
You should be able to get one from any Communications specialized store, and all SIP-compatible devices are supported. (Almost all VoIP devices support SIP protocol)
+
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
-
== Can I use my existing device with VoIP.ms ? ==
 
-
Basically, any device or system which supports SIP or IAX2 protocol will work with Voip.ms system. If you bring your device(ATA, IP phone) from a previous provider, make sure its not locked and you are able to make changes to its configuration.
+
==How do I delete my DID ?==
-
Feel free to ask Technical support for further details, however they can not help you regarding how to unlock a device from other provider (for legal reasons).
+
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.
-
== Can I call an International Toll Free number ? ==
 
-
At this moment calls to International Toll Free numbers are not supported. Only to US and Canada toll free numbers.
+
==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.
-
== Does VoIP.ms offer alternative ports besides 5060 ? ==
 
-
Voip.ms offers alternative SIP ports, UDP 5080 and 42872 on all of their servers, You can try those ports in case your ISP does block the SIP PORT 5060 UDP or if you need to use another one.
+
==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.
-
== Does VoIP.ms offer a referral program ? ==
 
-
Voip.ms is not offering any kind of referral program at the moment.
+
==Do you offer a Referral Program ?==
 +
Yes, the referral invite link, as well as all the details and information can be found in the customer portal under the '''"Finances"''' menu. You can also review the public information by clicking the following link: https://voip.ms/en/features/referral-program
-
== Can I register 2 different devices with the same account ? ==
 
-
It is strongly suggested not to do so, it can cause conflicts while routing the calls and the devices can steal each others' registration.
+
== What are the audio codecs you support? ==
-
If you need to register more than one device, please create and use [[Sub Accounts]], you will get new credentials for any additional device.
+
-
== How do I port out my number ? ==
+
We support audio codecs: G722, G729a, G711u (also know as uLaw or PCMU) and GSM. Their specifications are:
-
If you have a DID number with VoIP.ms and wish to port it out to another provider, you need to always start this process on the new provider's side. They should be able to provide all the information required to start this process.
+
Codec : '''G.722'''
-
== How do I change the US48/Canada termination route for my subaccount ? ==
+
Bit Rate: 64 Kbps
-
The US48/Canada termination route for the sub-accounts needs to be changed from the Main Menu >> [[Account Settings]] >> Account Routing tab. The route you use for the Main account is what will apply to the whole account, unlike the International route, which is independent per accounts/[[Sub Accounts]].
+
Nominal Ethernet Bandwidth (Kilobits) : 87.2 Kbps
-
== Does VoIP.ms offer Distinctive Ring tones ? ==
 
-
Distinctive ring tones are not available at the moment, if you are in a situation where you need to know which one of your DIDs is receiving a call, a good option is for you to use the "Caller ID name Prefix" for the DID, to add a specific prefix to DID, different from the others.
+
Codec : '''G.711u'''
-
== Can I deposit less than $25 USD ? ==
+
Bit Rate: 64 Kbps
-
The minimum amount to deposit currently is $25 USD. However, if at anytime you don't feel satisfied with the service provided, you can ask for a refund of the remaining balance on your account.
+
Nominal Ethernet Bandwidth (Kilobits) : 87.2 Kbps
-
== What is my Main Account SIP password ? ==
 
-
The main account SIP password by default is 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. To change this password please refer to our Account Settings page: [[Account_Settings#Security|Settings Security]]
+
Codec : '''G.729a'''
-
== Does VoIP.ms offer Call transfers ? ==
+
Bit Rate: 8 Kbps
-
VoIP.ms does offer Call transfers, this needs to be requested to the VoIP.ms staff, it is not a setting you can enable from the customer portal.
+
Nominal Ethernet Bandwidth (Kilobits) : 31.2 Kbps
-
== Does VoIP.ms 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 (destinations you need to call, average of minutes used per month), in order to receive proper information.
+
Codec : '''GSM'''
-
== Does VoIP.ms apply taxes ? ==
+
Bit Rate: 13 kbps
-
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 CC payments. The HST will get applied on Canadian provinces that use it.  
+
Nominal Ethernet Bandwidth (Kilobits) :  29.2 kbps
-
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
 
[[Category: Guides]]
[[Category: Guides]]

Latest revision as of 17:57, 9 April 2021

Logo-VoIPms-light.png


Article en Français Artículo en Español
Français Español


Contents



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 $15 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 (No Account Needed for Paypal Guest CC Payment), VISA, Master Card, American Express, 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 $15 into my account?

Currently $15 is the minimum amount you can add to your account.


Can I get a refund of my balance if I am not satisfied or no longer need the service?

If a customer made a deposit and does not want to continue with the Service, for any reason, the Company will refund the Customer in whole, for any unused pre-paid balance (total amount of deposits minus the usage by the customer), upon request, for all new deposits made within ninety (90) days of such request of refund. Any other amounts will not be refunded to the Customer, but will still be available for use.


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 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.

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.


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. You can find a list of some devices that we support, with their configuration guides, at Devices


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 GSM, 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?

By default the SIP communication is secure although not encrypted, however, the passwords are MD5 hashed and are not transmitted without encryption when establishing the call. We offer Call encryption over SIP-TLS/SRTP, that we can enable as you wish for your main account/sub accounts. The communication will be encrypted between our servers and your devices/PBX. We suggest enabling this option if you are in a public network.


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. 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?

SMS is available for a great number of DIDs and Cities from US and Canada and requires to be used through the SMS portal.

We also offer SIP SMS, providing the possibility to send and receive SMS messages from softwares and PBXes that support the functionality.

You can read more details about this feature in our related article SMS


Do you offer Conference Calls?

We offer Conference calls, as a feature in the customer portal. This feature is known as Audio Conferencing


Do you support TCP for the SIP communication?

TCP is fully supported in our servers.


Do you Support IPV6 with SIP and or IAX2?

We do not support at this time IPV6 for SIP and IAX2 protocol at this moment.


Do you transmit DSCP QoS priority bits?

Yes we do, we transmit Code CS3 for SIP and EF for RTP.


Do you offer alternative ports besides 5060/5061?

We offer alternative SIP ports, UDP/TCP 5080 and 42872 on all of our servers, You can try those ports in case your Internet Service Provider blocks the port 5060 UDP/TCP or if you need to use another one. For the SIP-TLS we offer alternative ports only by TCP protocol, 5061 and 42873 on all of our servers name with a number at the end. e.g. chicago1.voip.ms


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 Call Center, Autodialers or Telemarketing traffic ?

The Customer covenants and agrees that if he wishes to use VoIP.ms termination (outbound) services for telemarketing purposes (including, but not limited to Automated Dialers, Call Centers and collection agencies) that he first has to reach out to sales@voip.ms to get the written authorization to do so. In the event where the Customer does not obtain the proper authorization from the Company, Customer understands that VoIP.ms will suspend such activities without warning, to its sole discretion.


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 ?

Yes, the referral invite link, as well as all the details and information can be found in the customer portal under the "Finances" menu. You can also review the public information by clicking the following link: https://voip.ms/en/features/referral-program


What are the audio codecs you support?

We support audio codecs: G722, G729a, G711u (also know as uLaw or PCMU) and GSM. Their specifications are:

Codec : G.722

Bit Rate: 64 Kbps

Nominal Ethernet Bandwidth (Kilobits) : 87.2 Kbps


Codec : G.711u

Bit Rate: 64 Kbps

Nominal Ethernet Bandwidth (Kilobits) : 87.2 Kbps


Codec : G.729a

Bit Rate: 8 Kbps

Nominal Ethernet Bandwidth (Kilobits) : 31.2 Kbps


Codec : GSM

Bit Rate: 13 kbps

Nominal Ethernet Bandwidth (Kilobits) : 29.2 kbps

Personal tools
Namespaces
Variants
Actions
VoIP.ms Wiki
VoIP.ms Blog
Configuration
Guides (English)
Guides (Français)
Guías (Español)
Toolbox