Reseller Basic Guide - Wiki

Reseller Basic Guide

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The Reseller feature is intended for users who want to initiate a business in the VoIP world. This useful tool can help you create and manage accounts for your own clients, you will be able to assign specific rates for them and also provide credentials to register a DID number. You will be able to handle the billing for your customers depending on your needs and how much you want to earn with your business, setting rates and adding credits for them. Additionally we will provide you with information about how to customize your Reseller portal to have a more personalized site.

The Reports section will allow you to check the Call detail records from the customers and review the Financial Reports related to their accounts. To activate your Reseller section, you need first to login to the Customer Portal then go to Reseller >> Reseller Main >> Activate

This guide will focus on the basic information to run the Reseller section properly. Here you can learn how to:

1. Manage Rates and Packages

2. Manage your clients

3. Use the Reseller Configuration

4. Generate Call and Profit Reports


Manage Rates and Packages.

This section will focus on how to create packages for the reseller feature, how to edit the rates depending on the destination and how to set a benefit for the calls your clients make. It is important to note that all the calls your customers make are charged to you as per our regulars fees, however on the reseller portal, they will see the charges according to the rates you set here.

Create a new package

From the Customer Portal go to Reseller >> Manage Rates and Packages >> Create a new Package.


Package name: Set a package name.

Outbound Markup: Here you set the benefit you want to have on the calls that your clients make, you can set a fixed amount or a percentage, for this example if you set a 20%, your package will be set as follows ([cost rate] + $ fixed amount) + 20 %.

Example : for 1 cent per minute, the sell rate will be (0.01 + 0.0000) + 20 % = 0.012

Pulse: This is the charge increments that you will use for this package. For example, a pulse of 60 will make calls charged by the minute. You can read more about this in our Calls Cost article.

Canada Route & International Route: These are the routes that the package will use on outgoing calls. For more information between the differences between Value and Premium, please read our article Value vs Premium to Calls: This option will make it so calls between DID numbers are free. Applies to calls to USA and Canada Numbers.

Under the Fees Tab you will be able to enter a value that you would charge as monthly base rate and a setup rate when connecting the package to a client.

The Free Minutes Tab will let you set a total of free calls, inbound & outbound for the package. If a vlue is entered in this field, the client will have free minutes (inbound & outbound calculated) up to the number of minutes entered here. Free minutes will be calculated from the invoice date for the package and will be calculated in total rounded minutes( for example, 3 minutes 11 seconds will be calculated as 4 minutes). The destinations added to the Free Zones at Reseller > Manage Rates & Packages > Edit Rates > Manage free zone will be able to spend these Free Minutes.

The Reseller System Configuration tab offers several advanced options for the package:

Edit Rates

If you want to set different rates depending on the destination of the call, you can do this on the Edit Rates section from the package, all the custom rates you enter there will override the global markup. You can set a custom rate for all the calls to USA or Canada, by country or Calling code.

EditRatesPackage en.png

You can also set your Free Zones here, which will be the destinations that will be included in the Free Minutes offered in the package.

CAP: Add call codes under a desired rate : This option allows you to specify a rate per minute, e.g. $0.10,
This will add all the destinations/area codes (local or international) that have a per minute rate equal or below  $0.10 as free destinations.
Note that you can subsequently delete some area codes in the left panel.

Manage your clients

Now that you have a package, you need to add a client, this section will focus on how to create a client and associate it with a sub account, as well as adding payments and charges for each client, assigning a DID number and also the proper way to delete a client account that is not longer needed.


Adding a client

From the customer portal go to Reseller menu >> Manage Clients acct >> Create a new client account.


Fill the form with the client information and choose between soft and hard balance, when finished click on create account. A customer in HARD balance will be suspended if he is on zero or negative balance, while a customer in SOFT balance will be able to keep making use of the service even if their balance is zero or negative.

On the Manage section, you can add a new package or a DID number. To add numbers to your clients you need to order the number from your Customer Portal first. Don't forget to set a Per Minute rate and/or Monthly fee for your number, as incoming calls are charged independently from the outgoing calls.

Once the client account has been created, you will need to create a sub account for it as well.

Go to Sub accounts menu >> Create Sub account. During the Sub Account creation process, you will reach the Reseller configuration section, here you can choose:


If you already have a sub account created, you can modify it at Sub Accounts >> Edit Sub Account >> Manage and add a package there.

Delete a client

You can delete a client on the Edit section from the Client's account, however note that before doing this you need to be sure to unconnect any package or DID number related to the client, you can do this from the Manage section on Client´s account.

Adding Payments manually

You can add payments manually from the customer portal >> Reseller menu >> Manage Clients acct >> Manage Client, then select the Payment button under the Balance panel.

Add Charges manually

You can add charges manually from the customer portal >> Reseller menu >> Manage Clients acct >> Manage Client, then select the Charge button under the Balance panel.

Add Phone & Fax numbers to your clients (DIDs)

You can add phone and fax numbers to your clients from the Customer portal >> Reseller menu >> Manage Clients acct >> Manage Client >> Add a Phone number / Add a Fax number.

Please note that you must order at least 1 DID number before you can assign it to a client.

Adding a Fax and Phone number.png

When you click on add a phone number Link DID.png you will be invited to set up the DID numbers you wish to associate to your customer. Don't forget to set a Per Minute rate and/or Monthly fee for your number, as incoming calls are charged independently from the outgoing calls.

You will be able to enter manually the DID and/or choose one from the drop-down menu. Note that you can add more than one DID to your customer at a time.

Reseller AddPhone2 Manual-Type.png

You will also be able to click on the button [Advanced] to use the multi-selection tools. You will see a complete list of available DID(s) to connect. Once it is done, click [Save DIDs]

Reseller AddPhone2 Advanced DID.png

Please have in mind the following instructions:

  • Click on a DID and drag the mouse up or down for multiple selections.
  • Press 'Ctrl' and keep it pressed while you click on the DIDs for multiple selections.
  • Press 'Shift' + 'Up' or 'Down' key to select the next/previous DID in the list.
  • If you click on a DID without pressing 'Ctrl', all previous selection will be lost.
  • The 'Select all' button will select all DIDs automatically.
  • The 'Save DIDs' button will override the selected DIDs list in the form.
  • The 'Cancel' button will discard all selection and close the selection screen.

When you have selected the DIDs you wish to link to your customer, you may proceed to customize them.

Reseller AddPhone2 Advanced DID Selected.png

You may add a setup and monthly fee (If you specified a charge, this will charge your client when the DID is added). You may also indicate a per-minute rate for the inbound calls. The per minute rate is independent then your package you have linked to your customer. However, if you indicate a bundle of free minutes in your package, the per minute rate will only be applied after they reach the limits of free minutes allowed. (Note that this section is optional.)

Reseller AddPhone2 fee.png

If you wish to forward every incoming caller called your selected DID in the previous step, you will need to check the box and fill both sections. The phone number where you want to forward every call and a description. Note that your customer and you will still be able to change the routing if you want to route the DID to another destination, such as sub-account, IVR, etc. (Note that this section is optional.)

Reseller AddPhone2 fwd.png

If you wish to create a new voicemail associated with the DID, you will need to check the box and fill the required information. The voicemail will be used when, per instance, the default routing (sub-account) is unreachable. (Note that this section is optional.)

Reseller AddPhone2 vm.png

Setting a Default Account

If you have more than 1 sub account set for your customer, you can either decide which sub account will display by default on their portal, or allow them to decide. This will help remove confusion whenever your customers log into their account and being prompted to verify which account to select, thus making it more streamlined for your customers.

Selecting the default account for your customer

By heading into Reseller, Manage Client's Account and then clicking on Manage Client (Yellow gear), you will have the option to set which sub account will be used by default.


Having your Customer Set a Default Account

Your customers can also set this or change it by logging into their own portal, pressing Change Account, selecting the account they wish to set as default, checkboxing the option to set it as default and then pressing Change Account


Use the Reseller Configuration

It is always important to show a good brand image to your customer, for that reason we offer the option to customize our reseller interface to have the best presentation possible. There is also a useful feature on the site that can allow us to integrate your client's payments with a paypal account, so they can be added automatically as funds to the client.

Branded Interface

At the top of the screen you will see two available options, these are:

Version of the reseller system: This is the version of the Reseller System that will be displayed to your clients. The New Version of the Reseller System offers several customization options as well access to most of the services, while the Old Version offers limited customization and access to basic services such as direct SIP routing and Call Forwarding

Configure Reseller Version: Determines which version of the Reseller System you will be configuring on this section. Enabling the New Version will offer you the option to modify the color of the panels, buttons and background of your Client Portal, as well as previewing it before making any changes.

Interface and Access

Clients Interface Access: This section will list the URL that you can give your clients to access their Account.

Auto Connect Form for Clients: This is an HTML form that you can use to automatically send your clients to their interface without needing authorization.

DID Access and Fax Access: You can set here the pricing for any DIDs that your clients purchase using the options at Services > Order DIDs or Virtual Faxes > Order Faxes on their portal and, the pricing for E911 in case you have enabled these services for them.

DID and Fax Access.png

Branding Management

In this section you will be able to change the Title that will appear in your Reseller Customer Portal page, as well as any of the colors of the interface, including the buttons* and the panels*, as well as selecting a Header, logo* and login background* for the interface.

*Options only available in the New Version of the reseller system.

Display Elements

Here you can choose whether or not you'd like to display the SIP and IAX password(s) in the Reseller Interface, as well as allowing your customers the option to reset their passwords in the Login Reseller Interface.

Lastly, you will be presented with an option to integrate an automated signup form into your website. If so, you can link your signup menu option to the URL presented there. You can also select which fields will be shown in order to sign up with a new account with you.


View Setting: You can set if you want to display the information in the Client Interface on 'Simple View' here. Simple view is a feature that allows you to show your client inferface in a simpler way to your clients. This changes the balance owned to amount due, and hides some features like :

Services*: In this section you can select which services will be available and which services will not be available for your customers, if you are using the "Default Configuration" option in the Type of Configuration section of the Package settings.

*Options only available in the New Version of the reseller system

Fax Service (beta)

You can enable the Virtual Fax Service for your clients in order to allow them use all the fax functionalities and give them the ability to order Fax DIDs from their portal.

Order Faxes: If enabled, your clients will be able to purchase Fax numbers from their portal.

It is important that you have set the proper rates and fees in the 'DID and Fax Access' option in the Reseller configuration so they are applied when a purchase is done by the customer.

Manage Faxes: If enabled, your clients will have available in their portal the options 'Manage Fax Numbers', 'Send Fax', 'My Faxes', 'My Folders' and, 'Email to Fax'.

Enhanced 911 (beta)

Enabling this service will allow your clients to enable and disable e911 from their portal for the numbers associated with their accounts.

It is important that you have set the proper fees in the 'DID and Fax Access' option in the Reseller configuration so they are applied when this service is enabled by the customer.

Text and Messages

In this tab you will be able to personalize the Welcome Text that will appear in the Reseller Customer Portal. You are also able to customize the Emails that will be sent when a Customer's Balance is running low, as well as when they request and complete a Password Reset.


If you want your clients to deposit directly into your PayPal account, you can activate the PayPal integration. All payments will be sent to your PayPal account and automatically credited to your client interface.

Instructions :

  1. Enter your PayPal email address in the "PayPal email account" field
  2. Enter the amounts that you want to offer, without decimal and separated by a comma

Paypal configuration process, for a Paypal Regular or Business type account.

Using a Regular type account

1) Log on your Paypal account, click on the Setting icon (top-right)

2) Click on "Seller Tools" tab.

3) Where "Instant Payment Notification", click [Update].

Reseller PP Regular 1-3.png

4) Click the "[Choose IPN Settings]" button.

Reseller PP Regular 4.PNG

5) Enter the "Notification URL" and select "Receive IPN Message (Enabled)" and click the [SAVE] button.

Notification URL:
Reseller PP Regular 5.PNG

6) Done!

We strongly recommend making a live test with an amount of $1.

Using a Business type account

1) Log on your Paypal account, click on the Setting icon (top-right), then click on Account Settings.

Reseller PP Business 1.png

2) Click on "Website payments", where the left navigation bar.

Reseller PP Business 2.png

3) Where "Instant Payment Notification", click [Update].

Reseller PP Business 3.png

4) Click the "[Choose IPN Settings]" button.

Reseller PP Business 4.PNG

5) Enter the "Notification URL", select "Receive IPN Message (Enabled)" then click the [Save] button.

Notification URL:
Reseller PP Business 5.PNG

6) Done!

Reseller PP Business 6.PNG
We strongly recommend making a live test with an amount of $1.

Charging taxes with PayPal does not apply any taxes to the Reseller’s end customer payments. The customer is responsible and has the freedom to apply taxes to his clients as required.
Charging taxes is also possible through PayPal by configuring this directly within the Business Account.

See screenshots detailing this process below:

  • Click to enlarge
  • Click to enlarge
  • Click to enlarge

Host Name

In order to personalize the interface with a hostname

  1. Configure a host with an A RECORD in your DNS that points to
  2. Enter in the field bellow the fully qualified host + domain name (e.g:
  3. Click "submit"
There is a one time fee of $10.00 for adding your hostname to our system.


Here you can see the Call Detail Records for the calls your customers have made and received, with the rates we have established on the packages created, showing a net total of the benefit earned as well.

Reports are divided in the following categories:

CDR export for your customers

From your whitelabelled portal, your customers will be able to see their CDR, see a graphical usage report and even export it as CSV.

First, by having your customers head into their portal and then under My CDR, they will gain access to all their past calls.


From there, they can additionally select one of the following options to export the data:

- Copy: Have all the data copied so that they can paste it where they want (Excel, Word, notepad, etc).

- Excel: Download it in an excel format.

- CSV: Download it in a CSV format.


Graphical usage report

If they prefer a graphic representation of their own traffic, this can be done by heading into Graphical Usage Reports. From there, different graphs are available.

Note that they can also be downloaded.

Top 10 Destinations by calls: The top 10 destinations (inbound being included) by terms of amounts of calls.


Top 10 Destinations by minutes: The top 10 destinations (inbound being included) by terms of minutes.


Daily Spending: Shows how much it was spent in total on a daily basis.


Calls and Minutes: This will show how many calls were done and lengthiest call on a daily basis.


Daily Call Status: Will show how many calls were answered, not answered, returned busy signal or that failed on a daily basis.

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