FAQ Category: Setting up your VoIP Users

Issues receiving inbound calls

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If inbound calls to into your VoIP system are not being connected or if a message from us is played then please firstly try the following before submitting a ticket –

(1) Check your VoIP Users are active/registered VOIP/SIP USERS

If you are receiving calls to your  VoIP users  then please check the following-

– If using a mobile device, make sure that your VoIP app is displaying as REGISTERED. If not then switch it off and back on again.

  • Ensure that your VoIP/SIP users are added into your call/ ring group for that number. 
  • If you are using other voip hardware then try rebooting the devices and also the routers and switches on the network.

– If you have an external destination phone number (landline or mobile number) in the call forwarding group, make sure you have credit on your account as a low balance will prevent the call from completing – If you don’t need the external divert number, just delete leaving only the VoIP users in the group

(2) LOW BALANCE

If you have an external member in your call group, such as a landline or mobile telephone number, you will need to keep your account in credit.  This is because the system will see that the call may potentially be answered by the external group member and therefore a credit balance is required to be able to forward the call.  In this case please simply top up your account and try again after a minute.

(3) Check your services

Under the service section of your portal please ensure that all your services are active on the account, you will need to check that the numbers, VoIP users and call / ring groups are all active. If anything needs renewing then simply top and and any overdue services will automatically renew.

Outbound Call Costs & Bundles

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Once you have set up your account, you will be able to make outbound calls from your voip users /extensions.  After the free trial period, each VoIP user will get a bundle of a bundle of 100 free minutes to use to call UK landlines, mobiles and also some international destinations.  If you have exhausted your free bundle, then calls made to a uk landline costs 1.5p per min and a UK mobile is 7p per min. You can also upgrade your VoIP user to have an unlimited outbound call bundle at a cost of just £7 per month.

For full up to date pricing for international destinations–  rates can be found on our pricing page.

Number Formatting for outbound calls

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When you dial out using VoIP/SIP, the call is currently formatted to originate from the area that your virtual number originates. This means that calls made outbound are formatted in the format of a UK local call.

An example of this is as follows-

UK (0044) 03333 444211

dials as 03333444211 or 00443333444211

South Africa (0027) – Mobile 0731234567 or +27731234567

dials as 0027731234567

You DO NOT use the + when calling out, instead use 00 then the country code, and also remove the first 0 if you have one.

What is VoIP?

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VoIP (also known as SIP) allows you to carry a call over the internet connection of your VoIP device, which can be an app on your mobile/tablet/PC/laptop, or using an existing VoIP handset or ATA box.

For example, many users install a free VoIP app and use this on a mobile device. This acts like the normal phone dialler, but works over your devices internet connection or wifi.

Using this app on your mobile you can receive calls FREE as well as make outbound calls that display your virtual phone number as the caller ID, and any calls made come out of your credit balance on your account with us. Your mobile network operator (EE, o2, Voda etc) will not see the call so cannot bill this.

With VoIP you can do the following-

– Receive calls FREE* (anywhere you have an internet connection)

– Make outbound calls

– Display your virtual number as your outbound caller ID

– Add more VoIP users at £4 per month includes a bundle of 100 free minutes for outbound calls

– Distribute inbound calls across VoIP users

– Call other VoIP users free

*if you are using a virtual 080 freephone number then calls will cost 7.5p per minute

Using VoIP/SIP over wifi

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Using VoIP/SIP over mobile data is normally the simplest method of connecting to our network, however if you are using wifi and get connection issues or registration problems then please follow this guide to help you set up your wifi router to work with VoIP/SIP. Please note that there are thousands of different routers, all with different ways of setting things up and describing settings, so we have been general with descriptions here in order to try and accommodate this.

If you are using a wifi connection and find that the VoIP app does not register then this is normally due to the wifi router either blocking or misrouting your connection.

To remedy this you will need to log in to the router and try the following-

Overview

1 – give the handset a static IP on the network, so that it can be easily found and handled correctly

2 – set QOS traffic priority

3 – forward port 5060 traffic directly to the handset

(the following are normally found under advanced settings)

Find the handset IP address on the network and set a static IP

1 – Firstly find the mobile phones IP address – this can be done by looking at the connected devices table and looking for your phones’ name and IP address. Otherwise view the wifi connection settings on your mobile device and you should see the IP address there.

1a – On the router look for IP SETTINGS, then STATIC IP , DHCP RESERVATION or MAC BINDING.

You will need to assign a DHCP reservation for the mobiles’ IP address, giving it a static IP address. This means that the handset always has the same IP address, so can be handled efficiently.

Set Traffic Priority

2 – If possible try and find QOS (Quality Of Service) on the router and assign the mobile priority 1.

Port Forwarding

If there is just the one VoIP device on the router then set up PORT FORWARDING. Port forwarding looks for the data entering the router on a particular port and routes it directly to a specified IP address and port number.

On this section set port 5060 to be forwarded to the handset IP address, specifying port 5060 on the internal side of the routing.

This will look something like this-

5060 – 192.168.1.10:5060

This forwards external requests to port 5060 and forwards them directly to port 5060 on the device IP address internally, making sure that the handset always sees the data it needs, and calls flow without interruption from the router.

This process will normally fix most issues relating to routers and networking, but if not then you can always talk to us on chat and we will be happy to help.

Installing & Activating VoIP Users

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  1. From the Dashboard select “My VoIP Users”
Installing & Activating VoIP Users
  1. Your VoIP user/s it will be listed in this section – Click the “Edit” button 
Installing & Activating VoIP Users
  1. Then select “Show QR code & Set up your device”Installing & Activating VoIP Users
  2. Then select the option “Regenerate password and show QR code” 

NON MOBILE USERS  – If using this voip extension with a PC/Laptop softphone or if you are programming a VoIP phone then us the displayed information to manually set up your device  –Installing & Activating VoIP Users

  1. When prompted, select OK to regenerate the details for this user
  1. The screen will then display the QR code to scan. By default this shows the QR code from Grandstream Wave.  Download the app here, free https://play.google.com/store/apps/details?id=com.grandstream.wave&hl=en_GB
https://apps.apple.com/gb/app/grandstream-wave/id1029274043
  1. Once you have installed the app, open it and click on “settings” & then “Add new account”
  1. If you are using a laptop/PC to display the QR code from the portal, then select the first option on Wave, so scan the QR code, and show your phone the QR code on the screen. 
Installing & Activating VoIP Users

Please note – If you are using the mobile device to display the code, or are having issues scanning the QR code, then press and hold the image of the code and save it.  You can then use the option to to use a scanned QR code.

  1. That’s it, you’re all ready to make and receive calls!

Using the mobile device native SIP dialler

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Some android phones are equipped with their own native SIP Dialler which you can use with our service.

Using the native softphone SIP dialler is actually far more efficient than using Grandstream Wave,Zoiper or any other app, and will help if you are experiencing issues with things like the keep alive settings on your device that can kill the softphone in the background and stop it registering.

The native SIP dialler is directly linked to your normal phone dialler, so there is no other app to use and acts just like the normal calling experience when making and receiving calls on your mobile device.

Setting up the native SIP dialler

Firstly, you will need to make sure that your device has the SIP account settings.

To find these you normally follow these steps, however be aware that these vary on different handset makes and models, so if you can’t find these quickly then google your handset make and model and “SIP account” for instructions on this.

1 – Go to the normal dialler as if you were going to make a call and click on the 3 menu dots.

2 – Select Call settings

3 – Select SIP accounts

4 – Click on + or add new

You will normally also have options to select in terms of using the SIP by default on every call and to receive calls via SIP, which you will want to select.

Getting your SIP credentials from our portal

To find the VoIP/SIP credentials on the portal please do the following-

1 – From the dashboard click on “My VoIP users”

2 – Select the voip user you with to use and click on “edit”

3 – Then click on “Show QR code & set up your device”

4 –Click on “Regenerate password & Show QR code”

5 – Use the details on screen the manually set up your device