Frequently Asked Questions
General Questions
Q: What will it cost?
A: The service is free for IP to IP calling. If you wish to call someone who only has access to the traditional phone network, take a look at our Pay-as-you-go Calling plan.
Q: Is there support?
A: Yes, we offer several types of support here.
Q: Do I have to buy a phone?
A: No, you can use one of many free “soft” phones. Please see this page
for examples.
Q: What will my phone number be?
A: You can choose any 7 digit phone number you like, as long as someone else is not using it.
Q: Does it work with cell phones?
A: No, you have to use an IP phone to connect to the service. There are a number of wireless IP phones available on the market, please see this page for examples.
Q: Can I call a regular phone?
A: Yes, with Pay-as-you-go Calling, PSTN bridging is available.
Q: How does it sound?
A: It depends on the codec (analog to digital converter) that you and your destination party use. G711u, G711a (often called PCM) has very high quality sound and is at least as good as a regular phone. However, if you have limited internet bandwidth, you can use G729a or g723 which
are the ones that use the least bandwidth still providing good quality sound.
Q: How does someone without Euphonex call me?
You can receive calls from anywhere in the world with an Euphonex Direct Incoming Phone Number.
Q: Can I surf the Internet while I'm talking?
A: Yes if your bandwidth permits you to talk on the phone and surf at the same time.
Q: What is a SIP phone?
A: SIP stands for Session Internet Protocol. It is a very common standard for setting up calls between devices. Euphonex uses SIP IP phones.
Q: What is broadband?
A: Broadband is typically considered anything faster than a dial-up modem connection. Examples would be: DSL, Cable modem, ISDN, T1.
Q: What is NAT?
A: NAT stands for Network Address Translation. This is a form of firewall that makes opening channels to phones inside it difficult. Euphonex has developed means to make this a non-issue with our service. Euphonex service will work seamlessly whether you are behind a firewall or not.
Q: Can I send faxes?
A: Internet Faxing is
supported by Euphonex but not guaranteed.
Q: Can I use my own UA (VOIP adapter)?
A: Yes you can. You do not need to buy any VOIP adapter in order to use our service. We have tested and certified several models which recommend our customers to use in order to offer them support. These adapters can be found here.
Q: Can I use any IP PBX like Asterisk?
A: You can configure our service in an IP PBX only if you use it with Pay as you go or Bulk calling plans.
Q: How many simultaneous calls can I receive?
A: We provide 2 incoming channels for our DIDs and Virtual Numbers, thus, providing the ability to receive two simultaneous incoming calls if your equipment allows.
Q: Can I port my existing phone number?
A: At this time we do not offer this option.
Q: I already have a DID from a third party provider. Can I point it to my Euphonex account?
A: There will be occasions in which you will need to point a DID from a third party to your virtual number (VN). You can accomplish this by pointing it to "SIP:<VN>@euphonex.com" where <VN> is your virtual number.
Example: SIP:1234567@euphonex.com
Once the DID is pointed to your VN you will be able to receive calls directly to the UA (VOIP adapter) where your VN is configured. Keep in mind that even though your DID is pointing to our network; the DID will not appear in your control panel.
Requirements
Q: Do I need a computer?
A: No, you do not need a computer to call via Euphonex. In fact, most people find making a call through a traditional style phone easier and more natural. Since all Euphonex account features are offered online via the account control panel, it is strongly recommended that you use a computer to manage your Euphonex account.
Q: Does it work on Mac/Linux?
A: Yes. If you would like to use a computer or “soft” phone, there are many available for all major operating systems. See this page for various options.
Q: Do I have to buy a phone?
A: No. If you would like, you can use a “soft” phone on your computer, see above.
Q: Can I use dial up?
A: Minimum bandwidth requirement is 64 Kb/s in each direction (total 128kb/s). Additionally the connection must be stable and up to the task of transmitting voice packets in a timely or reliable manner. To verify your connection is reliable you can use packet tracing software to reveal network problems. We recommend a product called "Ping Plotter". You can download a free trial version at http://www.pingplotter.com.
Setup Help
Q: Where do I sign up?
A: Sign up right here.
Q: Where can I get an IP phone?
A: Please see this page for your options.
Q: I have a NAT - what do I do?
A: Nothing different. The setup is the same whether you have a NAT or not.
Q: How do I configure it?
A: Configuration information is available here.
Q: Do you provide quick start guides?
A: Yes, go to our SETUP page.
Using Euphonex
Q: How do I call someone?
A: Pick up the handset and dial the number. Local (Euphonex) subscribers can be reached by dialing their seven digit number. Toll-free services and long distance numbers can be reached by dialing 1 + area code + number. Please see SETUP page for more information. Please note: Basic Membership accounts do not have access to PSTN or toll free calling.
Q: Who can I call?
A: With Basic Membership you can call all Euphonex members for free. A "White Pages" directory is available here. With Pay-as-you-go Calling or Unlimited Plan Calling you have the capability to call anyone in the world.
Q: When can I call?
A: Anytime, day or night.
Q: How do I check my messages?
A: If you have a phone with a “Message Waiting Indicator” it will show you when you have voicemail messages waiting. Some phones have a light, some will give you a “stuttering” dial tone to indicate messages are available. You can also check your messages by dialing 8500. See this page for more information.
Q: How do I do an echo test?
A: You can perform this test by dialing 600#. This test is a good way to check to see what your connection to the server sounds like.
Q: Can I share my unlimited plan?
A:No, unlimited plans can only be configured one per Virtual Number per port. If you configure a Virtual Number associated with an unlimited plan in more that one UA (VOIP adapter) you will get error 104 preventing you to place calls using that plan.
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