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SEARCH THE FAQ
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Search Results
Is the Callcentric service Mac compatible?
What do I need to start using Callcentric?
How can I test my Internet connections speed?
How can another SIP user not using Callcentric call my Callcentric phone?
How can I secure my UA (User Agent)?
How can I test outgoing calls from my Callcentric phone?
How can I test my Internet connection quality?
How can I test what caller ID is being sent out from my Callcentric phone?
How can I test incoming calls to my Callcentric phone?
Does Callcentric have peering with other networks?
Should I test calling 911?
What is a User Agent (UA)?
Where do I start?
Why am I experiencing poor call quality?
Can I send and receive faxes with my Callcentric account?
Can I send an anonymous Caller ID?
Can I place test calls with my Callcentric account?
How can I test what caller ID is being sent out from my Callcentric phone?
Are there any known issues with Callcentric and GoogleVoice?
If I activate the Telemarketer Block Feature, am I 100% guaranteed to not receive any more Telemarketer/Robocalls?
Will the Spam Call Filter feature block ALL unwanted calls from reaching my phone?




Is the Callcentric service Mac compatible?
Yes. While all hardware such as the Grandstream devices are platform independent (I.E. they can be used on both Mac's and PC's since they do not require a computer), some software such as Windows Messenger are not Mac compatible.

We have tested the following companies who make software which can be used on Mac OSX:

Counterpath: X-Lite, Bria
ZoIPer: ZoIPer
LinPhone: LinPhone
Jitsi: Jitsi
SJPhone: SJPhone
NCH: Express Talk
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What do I need to start using Callcentric?
If after looking at our How It Works page you are still unsure what you need to do to actually use our services the please read the following:

*If you are trying to use the Callcentric service from countries which specifically block VoIP/SIP, such as the UAE, then you may not be able to use our services. You may still contact us for further information regarding these specific countries however please read the information below before doing so.

1 - First make sure that you have a connection which is not being blocked by your ISP or network, with the necessary bandwidth that is stable enough for VoIP.
2 - You will also want to make sure that you have selected SIP 2.0 compatible hardware or software. We support many different devices and software so you may choose to use your existing SIP 2.0 software or unlocked hardware with our services.

Once you have done the above simply signup for an account and then follow this guide to assist you with testing our services.

*If after running the Visualware test you receive a message stating that your SIP ports are blocked and you are not in a country known for blocking SIP/VoIP you can easily open a trouble ticket on your account for further help.
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How can I test my Internet connections speed?
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:

CodecTo Internet(Up)From Internet(Down)
G.71180 kbps80kbps
G.72916kbps16kbps


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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How can another SIP user not using Callcentric call my Callcentric phone?
If someone you know has a SIP phone and would like to call your Callcentric phone, the easiest way is to get them to SIGN UP for a FREE Callcentric account.

If however they would like to dial you directly from their current phone with another provider, this can be done a few ways:

1. You can be reached at: 1777MYCCID@in.callcentric.com or MYCCNUM@in.callcentric.com. A specific example would be:

1777MYCCID@in.callcentric.com

OR

MYCCNUM@in.callcentric.com

*Where MYCCNUM is your full DID.

2. Any person/service which peers with SIP Broker can call a Callcentric user by dialing the Callcentric SIP Code - *462 - and the users Callcentric number (1777xxxxxxx). An example would be:

*4621777MYCCID

Please note that when dialing from another network you may have to dial a SIP Broker access code, then the SIP code for Callcentric and the users Callcentric number. For example from FWD you would dial: **275*46217770000001 (**275 is to access SIP Broker from FWD, *462 is the SIP Code for Callcentric on SIP Broker, and 17770000001 is a test number at Callcentric).
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How can I secure my UA (User Agent)?
If you are using an IP PBX, such as Asterisk...etc, or software/hardware, also known as a UA, which allows one to access it from the internet then proper precautions should be taken to secure and protect your UA.

If you are running an IP PBX we strongly recommend you read our security considerations guide.

You should ensure that your configurations are secured by strong passwords and only allow access to specified users. For users who have more advanced configurations you may allow access only from certain IP addresses and may also want to block well known ports which are not in use, such as SSH, FTP, HTTP, HTTPS...etc.

Please note that Callcentric is NOT responsible for a users UA being compromised. We hold no financial responsibility over your UA not being configured for proper security or proper tests being done to prevent unwanted access.
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How can I test outgoing calls from my Callcentric phone?
From your Callcentric phone you can call 17771234567 which will connect you to the voice activated "Tell Me" service provided by 1-800-555-TELL (8355).

The "Tell Me" service number 17771234567 can be dialed by any Callcentric member with any calling plan for free.

Callcentric does not endorse nor is affiliated with the "Tell Me" service.

You may also try the free Directory Assistance feature of Callcentric by dialing: 411
This will allow you to lookup a person, business, or government phone number.
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How can I test my Internet connection quality?
You can always try placing a call to test the quality, but you may want to try the site below which will simulate a VoIP call and give you statistics about latency, jitter and packet loss: http://myvoipspeed.visualware.com/

You may also be interested in testing your Internet connection speed here.

Please note that Callcentric does not endorse nor is affiliated with http://myvoipspeed.visualware.com/.
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How can I test what caller ID is being sent out from my Callcentric phone?
There are a few ways to do this:
  1. If you have another Callcentric number, call it and you will see the caller ID being sent

  2. 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

  3. 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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How can I test incoming calls to my Callcentric phone?
There are a few ways to do this:

1. If you have another Callcentric account simply call from your other account to the account you want to receive a call on. Please note that both accounts will need to be registered to Callcentric at the time, and you cannot call out from a device (I.E. IP Phone) or a Softphone that is registering both accounts at the same time.

2. If you have a Real or Alternate number simply call it from the traditional phone network (PSTN).

3. Use the Click 2 Dial feature by following the directions below:
a. Login to your account on the My Callcentric website.
b. Click on the "Click 2 Dial" link under the HOME menu.
c. On the Click 2 Dial page the field "Moderator of the call:" will be pre-populated with your Callcentric number.
d. Enter the number 17771234567 into the field labeled "Please enter the number you wish to dial:"
e. Click the DIAL button.

Once you have clicked the DIAL button Callcentric will place a call to your Callcentric phone which will ring. Once you have answered the call, Callcentric will immediately place an outbound call to the test number: 17771234567.
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Does Callcentric have peering with other networks?
Yes. Any SIP network around the world can call your Callcentric number assuming they allow SIP URI dialing. For details on how you can be reached from outside Callcentric via your SIP URI please see this FAQ.

Callcentric customers can dial to other SIP networks in a few different ways:
1. Directly dial a SIP URI from your IP phone. This normally isn't convenient to do since most phones do not easily support dialing letters ( abc ) and special symbols like period ( . ) and the at ( @ ) symbol.
2. You may use the Phone Book feature available on the MY CALLCENTRIC website to store SIP URI's which can be dialed from Speed Dial numbers like *7501, *7502, etc.
3. You can use the Click 2 Dial feature available on the MY CALLCENTRIC website to enter the SIP URI you would like to call and when you click the DIAL button a call will be placed to your Callcentric phone (or any other number you specified) and once you answer the SIP URI you entered will be called.
4. Use peering numbers. Peering numbers allow you to dial to other networks without having to dial the domain (I.E. @abc.com). Below is a list of peering partners:

**275 - SIP Broker
SIP Broker allows you to call to over 300 VoIP networks using peering codes listed here. To dial via SIP broker you would dial **275 (which is the access code for SIP Broker), then the code of the network (peer), then the number. Here are some examples:

Example 1:
**275*011188888
(Shown separated: **275-*011-188888) This calls to the SIP Broker (**275) Alias Server (*011) to the number 188888 which is the SIP Broker test announcement.

Example 2:
**275*393958
(Shown separated: **275-*393-958) This calls via SIP Broker (**275) to FWD (*393) to the number 958 on FWD which will repeat back your phone number to you.

Example 3:
**275*74712220000000
(Shown separated: **275-*747-12220000000) This calls via SIP Broker (**275) to SIP Phone (*747) to the number 12220000000 on SIP Phone which will put you in the default SIP Phone conference room.

Basically dialing **275 plus the peering number listed on this page plus the number, will get you where you want to go.
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Should I test calling 911?
Ideally you do not need to test 911, and we recommend not dialing 911 unless it is an emergency. If you have received an email stating that your 911 service has been activated, then 911 will work should you ever need it.

NOTE: Testing 911 when there is not an emergency can be punishable by law in certain states. We advise you check your local and state laws for more information. If you do choose to test 911, you must immediately inform the emergency response personnel that it is not an emergency and that you are testing your 911 service to make sure it's working.

There are other methods of testing 911 without actually dialing 911. These are shown below:
  1. Dialing 933. 933 provides the ability to receive the exact information that would be delivered to 911 operators when you dial 911. 933 is the best way to make sure that your information was submitted properly and is an entirely automated process.
  2. Dialing your local PSAP (Public Safety Answerring Point) through their local numbers. You may find these numbers through your local phonebook or city/state registry. If you do dial these numbers please make sure to indicate that your call is a test, as you will be occupying the time of individuals who provide public safety services.
If you have conerrns about 911, not answered in any of the other 911 FAQs, then please open a trouble ticket on your account.
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What is a User Agent (UA)?
A user agent is the software or hardware that you use for calling.

Software user agents (or softphones), such as the Counterpath X-Lite softphone, allow you to place and receive calls using your computer, a microphone and headphones. There are also other software user agents which function like IP PBX systems, such as Asterisk, 3CX, pbxnsip...etc. Any SIP/2.0 compatible software is an example of a software user agent.

Hardware user agents are equipment that connect to your broadband internet connection (such as DSL or Cable) and let you place and receive calls using a traditional telephone. Hardware user agents may be IP phones, hardware PBX systems or pretty much any SIP/2.0 compatible hardware..

Please visit our support page for a list of devices (UA) that we have tested with our services, as well as the individual setup guides for those UA.
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Where do I start?
Are you unsure of what to do after signing up for a Callcentric account? If so continue reading to get yourself on track.

You may visit this page to learn more about how Callcentric, and VoIP services in general work.

You may also visit this page to view our current list of features.

Have you chosen a UA (user agent)? If not please visit our support page for the various UA's we have tested and created setup guides for. If you are unsure of which UA to use, or haven't made a decision, you may try using the free software X-Lite.

Once you have setup your UA you may use the instructions here to test calling.

You will then be able to order products to place calls to and receive calls from traditional phones, cell phones, etc. Visit this page for instructions on how to order products.
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Why am I experiencing poor call quality?
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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Can I send and receive faxes with my Callcentric account?
Yes you can. If you only wish to only receive faxes we actually have a very convenient fax reception feature. This feature allows you to receive faxes and then send them to a configured email address, or you can download them right from your My Callcentric account.

If you wish to use your own device or software to both send and receive faxes then the simplest way is to use a hardware UA with a fax machine connected to one of the analog ports. You can then setup your hardware UA to register to our servers and simply connect your fax machine to the line currently registered to our servers.

If you do not have a hardware UA or wish to receive your faxes on a computer/software you should make sure that your default/preferred codec is set to G.711 or if supported T.38.

If you are having problems with sending/receiving faxes you can always contact us for further assistance.

*Please read the detailed information regarding Callcentric's support of IP faxing (FoIP) below:

Technically we support fax using either the T.38 protocol or transparently with G.711. However, both largely depend on the reliability/stability of your internet connection. An internet connection with regular packet loss, high latency (ping) to our servers, and/or jitter (large variations in the latency) will cause problems for faxing. While we do support it, and it does work - we can't tell you how reliable it will be on your internet connection without you actually trying it. We have a number of Frequently Asked Questions (FAQs) that address your internet connection quality, speed, and such:

Click here to test your bandwidth and see the bandwidth requirements for two example codecs
Click here to test your ping, latency and see if there is any packet loss between your IP and our servers
Click here to test your connection for general quality for VoIP and or faxing

And finally the major factor which may determine your experience with faxing will depend on where you are sending the fax. Sometimes some carriers we purchase our termination through will not have networks that are compatible or sufficient for faxing. We suggest that you try testing to send a fax to a USA/Canada number first (to make sure your settings are correct) prior to attempting faxes outside the USA/Canada.
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Can I send an anonymous Caller ID?
While you can send out an "anonymous" call it should be noted that the calling person will still receive a caller ID, 19294447689, on the received. This is required for compliance with US laws and regulations.

To send an anonymous call simply dial *67 followed by the number you wish to dial.

Example: *6717771234567, this places an anonymous call to our Tell Me test service.

You may also change your default caller ID in your preferences to your 1777 number. As the 1777 number is not a standard number it cannot be sent as your outbound caller ID and will be replaced with the 19294447689 number.
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Can I place test calls with my Callcentric account?
Once you have setup your UA to work with your Callcentric account you may test certain things such as incoming calling, outgoing calling, call quality and more without making any purchases. You can use the list of numbers below to assist you with these tests.

Please note that NONE of the numbers below are billed to your account as they are all free to access from the Callcentric network.


TypeNumbers
Directory service411
DTMF16317918378
Call quality17770000001, 17771234567, 16317918378
Caller ID16317918378


If you still have more questions regarding testing your account please contact us for further assistance.
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How can I test what caller ID is being sent out from my Callcentric phone?
There are a few ways to do this:
  1. If you have another Callcentric number, call it and you will see the caller ID being sent

  2. 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

  3. 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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Are there any known issues with Callcentric and GoogleVoice?
At this time we have identified that GoogleVoice has trouble forwarding and placing calls to random Callcentric numbers. The symptoms include:

  • Lost calls
  • Dropped calls
  • Incorrect callerID
  • Anonymous callerID

We would like to make it clear that there is no difference in quality nor functionality between free numbers and paid numbers offered by Callcentric. Customers experiencing these GoogleVoice issues will note that they can reliably receive incoming calls directly on their Callcentric numbers when GoogleVoice is not involved.

Based on our industry experience and extensive testing/troubleshooting; we believe this issue may be due to the outgoing carrier being used by GoogleVoice potentially using poorer quality routes. We are currently working with GoogleVoice on this issue to try to attain additional information and also to see what changes can be made on their end (GoogleVoice) to resolve the problem satisfactorily.

Unfortunately, as it has been determined that the above mentioned concerns are related to the way that a third-party provider (GoogleVoice) provides service and delivers calls; we will not investigate your specific issue if it relates to any of the symptoms above.

With that said, we are committed to providing the best service experience possible for our customers and with this in mind we will continue working with GoogleVoice regarding these concerns. Further updates and information will be provided as soon as they are available. In the interim, you may contact Google to inform them of this issue and show that it affects a wider range of their subscribers
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If I activate the Telemarketer Block Feature, am I 100% guaranteed to not receive any more Telemarketer/Robocalls?
The Telemarketer Block Feature was developed in order to reduce/eliminate unwanted telemarketing and robocalls. While our in-house testing showed this feature to be extremely effective in eliminating unwanted telemarketing/robocalls; these results cannot be 100% guaranteed.
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Will the Spam Call Filter feature block ALL unwanted calls from reaching my phone?
Unfortunately there is no system/technology currently available which will unequivocally block every unwanted/spam call from reaching your phone.

With that said, based on our testing our Spam Call Filter and Telemarketer Block Features have been highly effective in preventing unwanted calls from ringing their destination number.
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