Frequently Asked Questions
To help new customers get started with our service, we have compiled a list of FAQs that will help explain the basics, how to setup account registration and how to configure advanced features. You can either select from the category list or use the search field below to find an answer to your question.
If you are unable to find an answer, or need additional help, please call us on:
- Audio
- Call Recording
- Cloud PBX
- Integrations
- My Account
- Phone Numbers
- Routing
- SIP
- Softphones
- Unified Communications
- VoIP
- VoIP Calls
- VoIP Network
- VoIP Phones
- Voicemail
Audio
Back to top- Can I use popular songs for my hold music?
- Can I set my own hold music, and where can I do this?
- What audio file formats do you support?
- What codecs (audio compressors) do you support?
- What software/apps should I use to record and upload my audio/music files?
- How do I change my standard ring in my call route?
Call Recording
Back to topCloud PBX
Back to topIntegrations
Back to topMy Account
Back to top- How do I change my address?
- What credit, debit, or payment cards do you accept?
- How do I find my user SIP details?
- How do I change my profile picture?
- How do I remove a member?
- How do I add extra credit to my account?
- Is there a minimum contract length?
- Can I pay with Paypal?
- Why do I need to add members?
- Why does my page not display correctly in Internet Explorer?
- How do I remove a user?
Phone Numbers
Back to top- What operators are classed as MvNOs in the UK?
- What operators are classed as MvNOs in the US?
- What is a Mobile Virtual Network Operator (MvNO)?
- Do lines need to be connected to my business physically?
- Can I call international numbers?
- How long will my number transfer take?
- Will there be a period of down time when my number transfers?
- Will I lose my number if I don't pay my plan renewal?
- How can I block numbers?
Routing
Back to top- What are the basics of a queue notice?
- Can I forward calls from my SIP user?
- What is the difference between a time diary and a call route?
- What can I check if I’m having problems with my call queue?
- What are the basics of queue groups?
- How can I create a basic call queue?
- Can I swap my call routes on the go?
SIP
Back to topSoftphones
Back to topUnified Communications
Back to topVoIP
Back to topVoIP Calls
Back to top- What is call queue availability?
- How do I set up wallboards?
- Do I have to pay to call someone else on our network?
- What can I do if I am experiencing nuisance calls?
- So what are Premium Rate Services and how do they affect me?
- How can I check the cost of a call?
- How much do calls to 08 numbers cost me, and why?
- Can I personalise my caller ID on a call by call basis?
- Why does my phone ring but there's no one there & I can't see the number in my dashboard?
VoIP Network
Back to top- What is the ‘Emergency Services Line Identifier’ and what does it do?
- What is the maximum MTU size I can transmit and receive to SIP traffic if I’m using UDP?
- How do I turn off SIP ALG on a Draytek router?
- How do I put my Virgin Media Hitron CGNv4 router into modem mode?
- How do I setup LanScan IP scanner for Mac OS?
- How much bandwidth do I need to make a VoIP call work?
- What ports on my firewall and/or network do VoIP calls use?
- How do I disable SIP ALG in my Technicolor TG582n/TG589/TG585?
- What can I do if I have a BT Business Hub Version 5 and am having issues making and receiving calls?
- We are located in a Regus serviced office and I can't get my service to work?
- How do I disable SIP ALG in my Technicolor TG588v V2/TG589Vac?
- How do I set up a Draytek with an ADSL connection on Sky/TalkTalk/BT/Plusnet?
- How do I set up a Draytek with a Virgin Media Superhub?
VoIP Phones
Back to top- How do I turn off ghost calling on a Grandstream HandyTone adaptor?
- Why can't I access the web Interface of my Polycom?
- How can I stop ghost calls on my Polycom phone?
- How can I set up BLF on a Yealink T series IP phone?
- How can I disable ghost calls on Grandstream GXP16xx or GXP21xx Series IP phones?
- How do I transfer calls on a Grandstream phone?
- Why aren't short codes working on my Grandstream phone?
- How do I disable ghost calls on an OBIHAI OBi 10XX Series IP phone?
- How do I set up BLF on my Cisco 8861?
- How do I factory reset a Snom 300 or 320?
- How do I factory reset a Snom 360 or 370?
- How do I factory reset a Snom 710?
- How do I register a Yealink W52 handset to the base?
- How do I make my message waiting indicator (MWI) flash when I receive a voicemail on my hardware phone?
- How do I transfer calls on a Siemens Gigaset DX800 all in one VoIP phone?
- How do I make my call route display on my Grandstream when my phone rings?
- How do I enable short codes on a Grandstream or Cisco VoIP device?
- What is a dial plan?
- Why does overlapping requests appear on my phone?
- How do I eliminate ghost calls on my Yealink T48G phone?
- How do I enable call forwarding on my device?
- How do I factory reset my Polycom handset?