| Do you provide support via telephone or fax? |
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At this time Callcentric only provides support via email and through our trouble ticketing system. If you really need to speak with someone on the telephone simply open a trouble ticket and explain your request, as well as include a telephone number and the best times (8AM - 5PM EST) to reach you. Someone from our support staff will contact you as soon as they can.
*Please note that this should be done for issues which absolutely require telephone support as most of your questions can be handled in a more timely fashion through our trouble ticketing system. |
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| How can I check the ping or latency from myself to Callcentric? |
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Callcentric only allows pinging to a specific address within our network. To check the latency from yourself to Callcentric you may ping the following address:
ping.callcentric.com
In Microsoft Windows you can ping by following these steps:
- Click the START menu
- Select "Run..." to get to the DOS prompt
- Within the run window enter "command", without quotes, and click the OK button
- A new window will open. At the prompt type "ping ping.callcentric.com", without quotes, and hit the ENTER key
You should now get something like this:
Pinging ping.callcentric.com [204.11.192.10] with 32 bytes of data:
Reply from 204.11.192.10: bytes=32 time=20ms TTL=62
Reply from 204.11.192.10: bytes=32 time=20ms TTL=62
Reply from 204.11.192.10: bytes=32 time=20ms TTL=62
Reply from 204.11.192.10: bytes=32 time=20ms TTL=62
Ping statistics for 204.11.192.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 20ms, Average = 20ms
*Note that your latency will differ from the 20ms shown above |
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| I receive a message saying I don't have enough funds to complete a call. Why is this? |
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When you hear a voice message saying that you do not have enough funds to complete the call you are trying to make it means that your balance is either zero, or that your balance is too low to place a call to the destination you are calling.
To fix this simply add additional funds to your account. We recommend that if you frequently hear this message that you enable Autorecharge on your account so that you will always have a balance available for calling. |
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| How can I test my Internet connections speed? |
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You can test your Internet connections speed by running the test at the following site:
http://www.broadbandreports.com
The results from this test will vary widely depending on factors such as:
A. How busy the server is when you run the test.
B. Your Internet Service Providers backbone links.
C. How far away you are from the server you test with.
D. And of course your actual connection.
If you test and find that your Internet Connection isn't delivering the speed you expect; please contact your Internet Service Provider for help or to inquire if they have their own speed test site.
The minimal bandwidth necessary to work with Callcentric is listed below:
| Codec | To Internet(Up) | From Internet(Down) | | G.711 | 80 kbps | 80kbps | | G.729 | 16kbps | 16kbps |
You may also be interested in testing your Internet connection quality here.
Please note that Callcentric does not endorse nor is affiliated with www.broadbandreports.com. |
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| I am unable to make or receive calls using XTen X-Pro, what's wrong? |
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There is a known problem with X-Pro (at least within version: build 1082) which can be solved by doing the following
- Open the Menu by clicking on the icon to the right of the "Clear" button
- Select "Advanced System Settings"
- Select "SIP Settings"
- 4. Change the "Reregister Proxy(s):" setting to 30 (it is normally set to 1800)
This should solve this common problem with X-Pro. |
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| How can I test what caller ID is being sent out from my Callcentric phone? |
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There are a few ways to do this:
- If you have another Callcentric number, call it and you will see the caller ID being sent
- Call to a traditional PSTN number that has caller ID service. Please note that while this should always work within the USA and Canada, calls to international numbers may or may not show accurate caller ID depending on the carrier the call uses to get to its final destination
- Try calling 1-800-444-4444 which will repeat back to you your Caller ID. Please note calling charges will apply
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| I can't get my User Agent to register, and I can't make calls; what are the common problems? |
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The most common problems for not being able to register are:
1. The password you entered into your user agent is incorrect. Make sure that you are typing your password exactly as you entered it when signing up for a Callcentric account. If you do not remember your password then you may easily change it.
2. If you have setup your user agent with Static IP's please be sure that you have entered Domain Name System (DNS) server addresses provided by your ISP or your user agent will not be able to register.
3. Make sure your Internet connection is working, and that your user agent is able to "see" the Internet. |
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| Why am I experiencing poor call quality? |
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Poor call quality is usually caused by a poor quality internet connection, improper codec configuration, packet loss on your internet connection, or a combination of all of these scenarios.
If you continue to experience poor call quality, even while calling our 17771234567 test number, there are a few things you can check to make sure that the problem you are experiencing isn't related to your configuration or connection.
You can first make sure that you are using G.729 as your primary/default codec or that your codecs are setup according to our recommended order of codecs.
You can also check to make sure that you are not experiencing packet loss on your internet connection.
And finally if you have quality problems with your internet connection then you will certainly experience poor calling quality.
If none of the above tests can reveal or solve the cause of your poor call quality experience then you may contact us for further assistance. |
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| Whenever I call my Callcentric DID, or 1777 number, I get a "User unavailable" error message; what's going on? |
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If you, or other users calling you, receive an error message stating that "...the user you are calling is not available..." you will want to check a few things to make sure that you are actually able to receive incoming calls.
*Note that if you receive the message above this means that your incoming calls are being delivered to your account and that they are failing because of a mis-configuration or other, normally, user related error.
Since this message can be caused by different scenarios we will point out the most frequent ones:
1 - If you are doing call forwarding to a PSTN number please make sure that you have a positive balance in your account to forward your calls.
2 - If you are not doing forwarding to a PSTN number but instead are receiving your calls directly on your UA please first make sure that it is registered to Callcentric's servers. We cannot deliver incoming calls if your UA is not registered to our servers.
3 - If your UA is registered please make sure that your have configured it properly and that you do not have "Do not disturb" enabled either on your account or in your UA. If you are using Asterisk please make sure that you have configured your inbound routes, trixbox/freePBX or Asterisk, properly. This also applies to other IP PBXs, such as pbxnsip, which support advanced inbound call routing.
4 - If you are sure that you have configured all of the above and still do not know why your inbound calls fail please check your account settings to make sure that you do not have "Anonymous call rejection" turned on, that is if you really do not want to receive anonymous calls, or that you do not have "Do Not Disturb" turned on. These can both be activated through star (*) codes so you may have accidentally activated them.
If you are still unable to receive incoming calls after verifying the above then you may contact us for further assistance. |
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