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SEARCH THE FAQ
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General
If I live outside the US can I order service from Callcentric?
Does Callcentric offer service to customers in Alaska and Hawaii?
I have added funds to my account, but I can't call anywhere. Why is this?
How can I cancel my Callcentric service / account?
In the Calls Made list on the My Callcentric page I see calls to numbers I did not call, why is this?
Can I use multiple software and/or hardware phones with the same account at the same time?
Does Callcentric delete inactive accounts?
Will my phone number with Callcentric be listed with public Directory Assistance or in the White Pages?
Can Callcentric provide me with a printed phone book like the White or Yellow Pages?
Does Callcentric have an Agent, Reseller or Affiliate program?
What is a User Agent (UA)?
Where do I start?
Is there a limit on how long any call I make will last?
How do I take a screenshot?
How can I increase the spending or calling limitations on my account?
What is a channel?
What is a SIP URI?
What is SIP?
What timezone does Callcentric operate in?
How do I unsubscribe from Callcentric news emails?
What format should I use for my E-mail to SMS (Text Message) Alerts?




If I live outside the US can I order service from Callcentric?
Yes. Callcentric accepts customers virtually world wide.

Due to U.S. export and embargo restrictions Callcentric CANNOT provide service to users with billing addresses in the following countries: Cuba, Iran, Iraq, Libya, North Korea (Democratic Republic of Korea), Sudan, and Syria.
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Does Callcentric offer service to customers in Alaska and Hawaii?
Yes. Callcentric offers service to customers worldwide.
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I have added funds to my account, but I can't call anywhere. Why is this?
The most common reason for this is that your account is registered for the IP Freedom plan which only allows you to make calls to other Callcentric member - even if you have funds in your account. To make calls outside of the Callcentric network to landlines or mobile phones simply signup for one of our outgoing plans.
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How can I cancel my Callcentric service / account?
To cancel services simply click the view details and modify your products here link on the main My Callcentric web page. Then just click the "Cancel this product link" next to each product you wish to cancel.

You may cancel your service at any time, except on 27th of the current month, through the end of the current month.

To request a refund, in-line with our Money Back Guarantee Policy, please contact us.

*Please be aware that it may be possible to reduce your balance with us by placing more calls outside of your rate plan, purchasing additional products and paying for them with your on-hand account balance, or selecting that your rate plans and features that have monthly re-occurring fees will be charged from your balance first, and then a credit card.
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In the Calls Made list on the My Callcentric page I see calls to numbers I did not call, why is this?
If you see calls to destinations you believe you did not call, please contact us.
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Can I use multiple software and/or hardware phones with the same account at the same time?
You can easily register multiple UA to your account using Extensions. With extensions different UA will be able to register to your account in order to receive and place calls. You may even have multiple numbers, one for each extension, while all of your outgoing calls would go through the main outgoing service on your account.

  • To add an extension view the information here.
  • To edit an extension view the information here.
  • To delete an extension view the information here.

If you have more questions about extensions please open a trouble ticket on your account.
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Does Callcentric delete inactive accounts?
Callcentric may delete inactive accounts if there has been no activity on the account, or no response to periodic emails sent to the subscriber.

In general Callcentric does not delete accounts that have a positive balance.

For more information please see Callcentric's Terms and Conditions.
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Will my phone number with Callcentric be listed with public Directory Assistance or in the White Pages?
No. Neither your Callcentric number (1777xxxxxxx) or any Real Phone Numbers you order will be listed with public Directory Services, or in the White or Yellow Pages.

You can however choose to list any of your real phone numbers with directory assistance by adding your number with: http://www.listyourself.net.

You may also add add yourself to the Callcentric Directory by clicking here and checking YES next to "List me in the Callcentric Directory."
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Can Callcentric provide me with a printed phone book like the White or Yellow Pages?
Callcentric does not provide customers with phonebooks such as the Yellow and White pages. You may use some of the free directory services online such as http://www.411.com/ or http://www.yellowpages.com/.
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Does Callcentric have an Agent, Reseller or Affiliate program?
Yes, Callcentric has created the Callcentric Agent Program which allows individuals and businesses to earn commissions on all Callcentric paid services and calls made by customers that are affiliated with their agent account. For more information about the Callcentric Agent program please visit this page
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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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Is there a limit on how long any call I make will last?
All calls, inbound and outbound, initially are limited to 120 minutes (One Hundred and Twenty Minutes). The main reasons behind this policy is to protect against mis-billing and fraud.

You do however have the option of changing the maximum duration of your calls in your Preferences, under the General section. The Maximum call duration: option will allow you make changes in increments of 60 minutes up to 480 minutes/8hrs.

If you have any further questions regarding this limit you may contact us for further assistance.
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How do I take a screenshot?
Screenshots are normally requested by Callcentric support for issues such as troubleshooting configuration problems or for LNP documentation. Depending on the operating system you are using there may be multiple ways to take a screenshot. Listed below are instructions for Windows and OSX user:

*Most users using Linux/Unix may have a plethora of options available to them which is why we do not list any single option or options. It may be simpler to lookup the instructions for the specific Linux/Unix based environment you are using.

We highly recommend saving your image in a more commonly used format such as .jpg, .jpeg or .png. Other less commonly used/supported formats, such as .gif, .tiff, .bmp and others, may be used, but may not be as supported or compatible in all situations.

Windows

in most Windows versions you would simply press the Prnt Scrn key, usually located at the top right of your keyboard. You would then paste the image into an image editing program, such as Microsoft Paint or Adobe Photoshop. Depending on what program you are using you may further edit the image and then save it in one of the recommended formats.

Windows Vista and Windows 7 also have a nifty tool called the Snipping Tool. This can also be used to Take screenshots. This is usually located in the start menu under Accessories->Snipping Tool

Mac OSX

NOTE: Pictures are automatically saved to your Desktop by default.

OSX has a variety of very useful methods for taking screenshots. One of them being the Grab utility, in the Utilities folder. There are also keyboard shortcuts which you may see listed below:

Taking a screenshot of the entire screen

  • Cmd+Shift+3 Will take a picture of the entire screen and save it
  • Cmd+Control+Shift+3 Will take a picture of the entire screen which you can then paste into an editing program

Taking screenshots of a selected area

  • Cmd+Shift+4 Will allow you to take a picture of the selected area and save it
  • Cmd+Control+Shift+4 Will allow you to take a picture of the selected area and then paste it into an editing program

Taking a screenshot of a window

  • Cmd+Shift+4+Spacebar Will allow you to take a screenshot of a specific window, icon...etc and save it
  • Cmd+Control+Shift+4+Spacebar Will allow you to take a screenshot of a specific window, icon...etc and paste it into a program

If you have any further questions or problems you may contact us for further assistance.
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How can I increase the spending or calling limitations on my account?
There are several places where spending and calling limitations are enforced on each Callcentric account including:
- Maximum number of simultaneous outbound calls that can be made.
- Maximum values for autorecharges both in dollars and the quantity of autorecharges allowed.
- Maximum values for the dollar amounts that can be spent when manually adding funds to your account.

These limitations are in place as security and fraud prevention mechanisms to protect each customers account as well as our entire customer base and our business.

If you plan on spending more than a few hundred dollars per month with Callcentric, or need to increase any of the spending or calling limitations on your account please open a trouble ticket
describing what limitations are affecting you and how you would like them changed, we will then work with you to increase the limitations on your account. Depending on your request and a review of your account and our internal policies we may require additional information from you.
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What is a channel?
A channel essentially determines how many calls you can receive, or place, at once. The more channels you have the more simultaneous calls you will be able to have. By default your account comes with the ability to make 3 simultaneous inbound and outbound calls within the Callcentric network, and other SIP networks.

If you purchase paid services then the number of channels you will have is as follows:

Outgoing calling - By default all of our outgoing services come with the ability to place up to 3 calls at once. Note that there is a setting in your account (called "Multiple calls at once") which you will need to set to enable placing multiple calls at once.

We can increase your outgoing calling capacity under the following services:

Pay Per Call
North America 500
North America 1000

Under the above plans we can initially increase your outgoing channels to 3. If you would need greater than 3 outgoing channels you may open a trouble ticket and we would begin the process of increasing your outgoing calling ability.

Incoming calling - Our DIDs each come with a predefined number of channels. On certain DID services you may be able to increase your incoming calling capacity by adding extra channels. You can view a detailed comparison of our DID services here.

NOTE: You will want to have Call waiting enabled in order to receive multiple incoming calls.

So in essence with our paid services you can define how many channels you would like to have for incoming and outgoing calling.

If you have any questions regarding channels or need more help you may contact us for further assistance.
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What is a SIP URI?
A SIP URI is an address, similar to an email but NOT an email, used to contact other SIP users on other SIP networks. The standard format for a SIP URI is:

USER@ADDRESS

For example:

17771234567@callcentric.com

A SIP URI should not contain special characters, such as "(), [], {}, *, #, $, !, ^". Using these characters may cause problems as these are special characters and may provide an unintended result.

For a non Callcentric user trying to contact you you directly over SIP may use the format 1777MYCCID@in.callcentric.com or MYCCNUM@in.callcentric.com. This is described further here.
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What is SIP?
SIP stands for Session Initiation Protocol. This is the widely used non-proprietary protocol, or language, which our servers use to communicate with your software or hardware. SIP allows the user to initiate or receive calls using video, audio or simple text messaging.

SIP is not specific to Callcentric and many VoIP providers that actually use SIP allow for inter-connection with your Callcentric account to either place or receive direct calls at no extra cost.
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What timezone does Callcentric operate in?
Callcentric operates in the GMT/UTC timezone. All billing, purchases and cancellations are handled according to this timezone.

For example

Services will always be canceled on the last day of the GMT/UTC billing period. As such if your timezone is EST your services will be canceled on March 31st at 7PM EST, since EST is GMT/UTC - 5, on your last day and not on April 1st at 12AM EST, which is the next day of the month.

For your reports, call treatments, voicemail timestamps and other My Callcentric related times you may learn how to edit your timezone here.

If you have further questions regarding timezone settings then you may contact us for further assistance.
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How do I unsubscribe from Callcentric news emails?
If you are no longer interested in receiving Callcentric news emails then you may disable them by doing the following:

NOTE: By unsubscribing you will no longer receive information on new features, specials and promotions at Callcentric. Keep in mind that you will continue to receive important system alerts, billing emails and service notification emails.
  1. Login to your My Callcentric account

  2. Click on the PREFERENCES link in the navigation menu

  3. Click the CONTACT INFO link

  4. Uncheck the Callcentric news subscription: option
From this point you will no longer receive any Callcentric news emails.

If you wish to close your account completely you may contact us for further assistance.
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What format should I use for my E-mail to SMS (Text Message) Alerts?
Alltel:[PhoneNumber]@message.alltel.com
AT&T:[PhoneNumber]@txt.att.net
Boost:[PhoneNumber]@myboostmobile.com
Sprint:[PhoneNumber]@messaging.sprintpcs.com
T-Mobile:[PhoneNumber]@tmomail.net
US Cellular:[PhoneNumber]@email.uscc.net
Verizon:[PhoneNumber]@vtext.com
Virgin Mobile:[PhoneNumber]@vmobl.com

*Please enter your phone number in the 10-digit format
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