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FAQs

 

FAQ:

FREQUENTLY ASKED QUESTIONS

 

WHAT DOES IT COST TO SIGNUP?

 

There is no charge for creating or removing an account. Since calls can be placed the moment you sign up, we require a $100 fully refundable deposit to ensure that expensive international calls are not being placed on an account with an invalid credit card. If you decide not to keep your account within the first 30 days, we will happily refund your $100, minus any calls you have made.

 

WHAT DO I NEED TO CONNECT?

 

You need a VoIP phone that supports the SIP protocol, such as the Cisco 7940, the Snom m3 or the Linksys WAP330. You can also buy a Linksys PAP2T adaptor which will convert an analogue phone to a SIP telephone, though it does slightly reduce the call quality. We offer a selection of VoIP phones from the vControl interface once you've created an account, which we can configure prior to delivery.

 

WHAT INTERNET CONNECTION DO I NEED?

 

While the speed of the Internet connection isn't critical, the key factors that affect call quality are reliability and some available bandwidth. Make sure you choose an ISP with a guaranteed up-time to ensure a consistent and reliable connection. As our system is connected to the PIPE Networks backbone, we recommend you select an ISP that "peers" with PIPE Networks. You can find a list of supported ISP's here.

 

To manage your bandwidth we recommend you have an ADSL2+ modem that supports Quality of Service (QoS), which will make sure that your computer's downloads don't affect your phones.

 

CAN I PORT MY NUMBER?

 

Yes! In addition to offering Direct Inward Dialing numbers (DIDs) which are non-portable standard 10-digit (including area code) Australian numbers, we also offer portable numbers, and can arrange to port-in your number from all major telephone providers. We can also help you port the number out, should you decide not to use EdgeTel's services any longer.

 

WHAT ABOUT 1300, 1800 AND 13 NUMBERS?

 

These numbers are configured to have a 'landing number' which can be any landline or mobile number in Australia. Since the landing number need not necessarily be your EdgeTel number, we recommend using a third party to provide these services. We use and recommend 

 

Cannot Place Outbound Calls

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Created by Aaron Shames, last modified on Mar 02, 2015 Go to start of metadata

Problem

Cannot make outbound calls using PBXww SIP device. This is specifically about when there is no issue receiving calls, only with making outbound calls.

Solution

Dial Correctly

Make sure you are dialing correctly.  All calls must be dialed in full E.164 format whcih is full country code and number.  There are no prefixes needed that you may be used to.  A few samples of how calls should begin:

Canada or US: 1 + area code + number

UK: 44 + number

Australia 61 + number

 

Cannot Receive Calls

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Created by Aaron Shames on Mar 02, 2015 Go to start of metadata

Problem

Cannot receive inbound calls on your phone number through any of our systems.

Solution

Please check everything that applies to your situation:

Ensure your number has not expired on your My Number page. Renew it if it has expired.

In all situations, review the call history log.  If you can see your incoming call attempts then your number is working fine and you should continue to check possible issues below.  If you cannot see your calls here then ensure you are dialing your number correctly and try calling from a different source to double check if the number is really not working.

If you receive calls on a regular PSTN phone (landline or mobile phone number)

Determine the error in the call history log

If it says Payment Required, this means you do not have money in the account to cover the cost of the call.

With other errors, ensure you are forwarding your calls correctly. This is always an error with the forwarding method. Check you have correctly entered your forwarding number (including country code)

If you use PBXww forwarding

Enter PBXww panel and confirm forwarding is setup correctly. For testing, connect your configured Phone Number object directly to a Person object with forwarding methods you know work. 

 

Connect SIP Client With PBXww

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Created by Aaron Shames on Mar 02, 2015 Go to start of metadata

Introduction

It has been a very busy week here at VoIPITS.  We have just rolled out the latest edition of PBXww, which is a huge improvement.  It has many new features and abilities to make it easier to use and run faster.  Even PBX setups with hundreds of objects will run smoothly -- no more laggy GUI (graphical user interface) experiences.  Recently, I have had a lot of requests for help with connecting SIP clients to PBXww.  In most cases, softphones are being used, so that is what I will use in my demonstration here.  With this said, the information applies to any and all SIP clients.  This includes physical IP desk phones, analog telephone adapters, all computer softphones and smartphone softphones.  I will also include as much information as possible on troubleshooting any problems you may encounter.  Luckily, our new PBX makes the troubleshooting process simpler by showing if your device is registered or not.

Creating a SIP account on PBXww

The first step is to create a SIP account and collect the details you will need to connect your SIP client.  I will use a very simple setup, but the same steps apply no matter how advanced your configuration is.

Requirements

You will need to have at the very minimum a Phone Number object and a Person object on your PBXww palette.  These two objects can be dragged onto the interface from the menu on the left.

pbxww-phone-person-objects

Now you will need to configure these two objects.  Configure objects by clicking on the name of the object (it will expand to show more options), and then clicking on the gear icon that appears in the bottom right corner of the expanded object.  I have configured my Phone Number object with a local Toronto phone number.

Configuring the Person Object

This step is essential: it is here you will receive the SIP details necessary to connect your SIP client.  When clicking the gear icon, you are first prompted to name the Person object.  This is for your reference only -- I have named mine Demo Person.  You will then be prompted to select a contact method; we will select "Device" as you can see below.

 

pbxww-contact-methods

After selecting Device, you will be prompted to name your SIP device.  This name is again for your reference only.  You can name it something simple ("SIP 1") or assign a name related to the Person who will use it ("Johns Desk phone").  You can use these SIP devices in multiple objects, so this friendly name will assist you when selecting the right device in each different situation.

SIP Details

pbxww-device-details

The details you will get on the next page are key to connecting any SIP client.  Most importantly, you need the following information:

Username - This is the SIP username used to connect.  It is sometimes referred to as Authentication ID, Auth ID, Auth Name, SIP Username or Username.  Some clients have multiple areas where this can be entered; however, it is usually only required in one.

Password - This is the SIP password that is needed for your client to register.  This is always referred to as SIP/Authentication Password or secret.

Server - This tells the SIP client where to connect/register.  It has many names as well based on the client. It can be Domain, Proxy, Server or Registration Server.

This information cannot be edited, it is provided to you by PBXww.  The only exception is that you are able to reset your password by pressing the green refresh button.  I have enabled Outbound calling and selected my Phone Number in the Caller ID drop down box.  This is only required if you plan on making outbound calls from your SIP client, otherwise no changes are needed on the page.  You can click on all three essential pieces of information to copy it, so you can paste the information in your device configuration.  It is essential that you use the username, password and server exactly as it is displayed or your SIP client WILL NOT CONNECT.  The most common problem is entering incorrect data in the SIP client configuration.  Ensure there are no accidental spaces and that no characters get left out.  Remember to click Create at the bottom right before moving on.  If you do not Create the SIP account, you will not be able to register, and, as a result, you could end up having your IP address temporarily banned.

 Configuring Your SIP Client

I am going to use Zoiper Free in my demo due to its ease of use.  No matter what SIP client you are using, you will need to access the SIP details page.  With Zoiper Free, this can be done by right clicking anywhere on the interface and selecting options.  I have added a SIP account called "test."  As you can see below, all I have done is copied in the details from the SIP device created in PBXww above.  Keep in mind, not all clients are this simple, so you may need to look at documentation to see where the details need to be inserted.  A good practice is to put the information in the least amount of places possible (use the username, password and server once each) and try to register.  If this does not work, you can try to add the username and/or server to other fields that your client may require.

sample-sip-config-zoiper

Once you have all of the correct settings in your SIP client, you can apply/save the changes.  At this point, your client should be able to successfully register.  A new feature of PBXww is that it shows you if your device is registered.  SIP clients will generally also indicate if they are successfully registered.  You can see this below:

 

pbxww-zoiper-register-success

 As you can see, Zoiper shows that the account is registered right beside the account name (Registered). Also, my PBXww SIP device has a Green light beside it, indicating my client has registered.  If you would like to refresh the PBXww device status indicator, click the name of the Person object to collapse it and then re-open it.  It will be Green if your device is connected and red if it is not.

Troubleshooting

If you are unable to connect your SIP client, there are a few issues worth checking right away.  Firstly, verify the information has been entered correctly in your SIP client.  This means not only the correct information, but that it is in the correct places.  If you made a mistake previously, our system may have temporarily banned your IP address from connecting.  This is an automatic mechanism to avoid brute force attacks to gain unauthorized access.

To test this, using a computer on the same IP (network) as your SIP client, ping the SIP server that you are connecting to.  In my example, that is 3762.152299.sip.pbxww.com.  To do this, open up a command prompt, which can be done by going to the Run option in Windows and typing "cmd."  Once the black command prompt box shows up, type: ping 3762.152299.sip.pbxww.com.  Please replace my sample value with your value from the PBXww SIP device configuration box.  If you are banned, you will see something similar to this:

pbxww-ping-test-fail

If you are indeed temporarily banned, you should firstly try to figure out where you went wrong configuring your SIP client.  Once you think you have figured out the problem and corrected it, you can wait for the temporary ban to be lifted or e-mail us at  with your IP address and username so that we can lift the ban for you.

 

 

WHAT IS A HOSTED PBX SYSTEM?

 

A Hosted PBX is a PBX system which is both provided, and hosted by FaktorTel.

Instead of us providing you with the equipment to be stored at your location/premises, we provide equipment inside our secure, air-conditioned and constantly powered Data Centre.

 

By doing this, we are in a position to substantially reduce the costs associated with having a PBX system for you.

The only hardware you will need are phones.

( view our HARDWARE available )

Your phones connect directly to the Hosted PBX in the same way they do for any other business PBX solution.

 

Financially, you are able to eliminate installation costs, any upfront capital investment and a large portion of the on-going costs associated with running a PBX system in your office.

 

In addition, we also provide you with a Web Interface for your PBX.

You can access this with any standard web browser, therefore, allowing you to adjust settings, add music, change your on hold messages and change or add handsets to your system.

All from the comfort of your office based PC.

 

 

 

WHY USE A HOSTED PBX?

 

By using a Hosted PBX you will never have to worry about large PBX equipment bolted to your office walls, nor will you need to worry about taking it with you should you leave or relocate.

 

The Hosted PBX resides in the secure FaktorTel Data Centre.

An air-conditioned, power controlled environment, providing maximum uptime without the concerns associated with maintenance, theft, or any number of threats to the system you would normally have in your office.

 

Having a Hosted PBX, FaktorTel also ensures the hardware your PBX is running on, is fully maintained and always running smoothly for you, without the need for any bulky maintenance contracts.

 

HOW EASY IS IT TO SETUP A HOSTED PBX?

Most of the setup for a Hosted PBX is done by FaktorTel directly.

We provide you with a " Bare-Bones " PBX system upon signing up with us.

This provides you with basic Music-On-Hold ( royalty free music ), a Conference Room ready for use and your Extensions setup, ready to go.

 

All that is required by yourself, connecting your business phone handsets to the PBX system.

 

If you don't have any handsets, or require additional handsets, FaktorTel can supply these to you pre-configured.

Once configured, all you will need to do is plug them in. ( view our HARDWARE available )

 

Alternatively, if you already have handsets, our support team will happily assist you with the settings and know-how to get them working with your Hosted PBX system.

 

IS FAKTORTEL A SAFE PROVIDER? HOW WELL ESTABLISHED IS FAKTORTEL?

FaktorTel is one of Australia's largest VoIP providers and has been in operation since 2003.

FaktorTel currently owns and operates it's own VoIP network which spans Australia and has connections to multiple data providers and phone providers both in Australia and across the world.

 

As one of the most prominent VoIP providers in Australia it is completely safe to host your Hosted PBX system with FaktorTel.

 

Currently FaktorTel provides phone services to thousands of customers across Australia.

Frequently Asked Questions about PBX

 

What’s the difference between virtual PBX and a regular phone system?

 

The basic difference is what’s physically in your office space. In a regular system, all the wires and switches will be in the office, and you’ll have to set them up (or hire someone to do it). A virtual PBX system is hosted by a third-party who manages and controls the wires and switches.

Can I switch my current business number over to a new virtual PBX system?

 

Yes. You can port the number over, usually when you sign up.

What’s the difference between virtual PBX and VoIP?

 

VoIP (Voice over Internet Protocol) makes and receives calls using your internet connection. Virtual PBX uses a third party provider rather than your personal internet connection, which makes it more reliable.

How does virtual PBX work with a VoIP system like Skype or Google Voice?

 

Virtual PBX tends to have more features than VoIP services. VoIP is mostly about making and placing calls, while a virtual PBX system is designed to manage and route incoming calls. If you already have a Skype phone number or Google Voice, a virtual PBX system can forward calls to those numbers. Basically, a virtual PBX system compliments VoIP services.

What are hosted PBX, VoiP PBX, IP-PBX, and IPBX?

 

These are all names for the same thing. VoiP PBX, IP-PBX, hosted PBX, and IPBX can all be used instead of virtual PBX.

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