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SEARCH THE FAQ
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Security
Will Callcentric's employees ever ask me for one of my passwords?
How can I be sure the website I am visiting is the real Callcentric website?
Is the My Callcentric website secure?
Is it safe to enter my credit card information online?
Does Callcentric provide security advice for configuring my network?
Does Callcentric provide security advice for improving my account security?
How can I secure my UA (User Agent)?
I can't register even after changing my password. What's going on?
What is the IP whitelist feature and what does it do?
What IP formats are supported for the IP whitelist feature?
Can I configure the IP Whitelist security feature for my entire account?
Can I configure the IP Whitelist security feature on a per extension basis?
What is the allowed calling areas option in my account and extension preferences?
Can I restrict the allowed calling destinations for my entire account?
Can I restrict the allowed calling destinations on a per extension basis?
What does the Maximum Call Rate Feature do?
When activating the Maximum Call Rate Feature, what format should I enter the rate cap amount in?
Can I configure the Maximum Call Rate Feature on a per extension basis?
Can I activate the Maximum Call Rate Feature in addition to the Allowed Calling Areas Feature?
In the interface for the Maximum Call Rate Feature, I see the following message: "Your account is currently limited to 0.40 USD per minute for outbound calls". Why am I seeing this message and what can I do to remove this limitation from my account?




Will Callcentric's employees ever ask me for one of my passwords?
NO. Callcentric's employees will never ask you for any of your Callcentric passwords by phone, email, within trouble tickets, or in any other way.

DO NOT ever give any of your passwords to anyone.

If you have given any of your Callcentric passwords to anyone, or you believe your passwords have been compromised please contact support immediately.
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How can I be sure the website I am visiting is the real Callcentric website?
If you are suspicious that the website you are visiting is not the real Callcentric website (sometimes known as a "Spoof") you simply enter http://www.callcentric.com into your browser bar, instead of clicking on a link within another page or email you have received.

If you believe your passwords or other personal information have been compromised please contact support immediately.
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Is the My Callcentric website secure?
Yes. The My Callcentric website including the login and all management pages are located on secure servers, and the communication between your computer and our servers is encrypted using SSL.
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Is it safe to enter my credit card information online?
You can safely enter your entire credit card number and other personal information via our secure server, which encrypts all submitted information.

You can tell the server is secure by lock icon shown in the bottom of your browser window.
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Does Callcentric provide security advice for configuring my network?
Yes we do. Please view our security information here to assist you with configuring your network more securely for VoIP use.
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Does Callcentric provide security advice for improving my account security?
Yes we do. We have added security features to help you improve the security on your account. You have the ability to:


For more security advice please view our security information here to assist you with configuring your network more securely for VoIP use.
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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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I can't register even after changing my password. What's going on?
There may be various reasons for this happening. This FAQ provides more detail on the topic.

Additionally you can check to see whether you enabled the IP White list option. This will be located under the SECURITY tab of your My Callcentric Preferences.

If you are sure you want to use the IP whitelist feature, then make sure you have configured the correct IP addresses. See this FAQ for more information on the IP whitelist feature.
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What is the IP whitelist feature and what does it do?
The IP whitelist feature is a security oriented tool which allows users to configure IP addresses from which they want to allow SIP registrations. By entering IP addresses the user will be preventing any IP not listed from registering any UA to the account. Registrations will be accepted only from the IP addresses listed.

This feature does not prevent login to your My Callcentric account based on IP.
This feature does prevent SIP registrations to your account based on IP.
This feature is meant for advanced users who use static IP addresses.

You should not use this feature:

  • If you use a dynamic IP or dynamic hostname
  • If you use a mobile softphone
  • If you register your UA from multiple locations

Enabling this feature with no IP addresses in the list will prevent ALL registrations to your account, even your own registration.

You should enable this feature:

  • If you use an IP PBX with a static IP
  • If you have a static IP
  • If you will keep track of the IP addresses you use

If you are not sure of whether to use this feature then please open a trouble ticket on your account so that we may explain whether or not this feature will work for you.
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What IP formats are supported for the IP whitelist feature?
At this time we support IP addresses and network ranges. We do not support domain names with the IP whitelist feature. You will need to specify your desired IPs using the actual IP addresses. We support the following formats:

Single IP address
195.168.1.1

IP range
195.168.1.1-195.168.1.100

CIDR mask
195.168.1.0/24

Subnet notation
195.168.1.0/255.255.255.0

See this FAQ for more information on the IP whitelist feature.
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Can I configure the IP Whitelist security feature for my entire account?
Yes you can easily configure global IP whitelist rules for your acount.

NOTE: Per extension rules will take precedence over your global settings.

To modify the IP Whitelisting settings for your account:
  1. Login to your My Callcentric account

  2. Click on the PREFERNCES link in the navigation menu

  3. Click the SECURITY tab link

  4. Click the edit link

  5. Modify the Allow device registration only from specified IP Addresses: and IP address white list: preferences. You may add or delete IPs or subnets. NOTE: Please click on the help icon next to the IP whitelist option in order to get a full explanation of this feature

  6. Once you are done please click Save to save your IP whitelist preferences
All changes take effect immediately. Any UA currently registered to extensions on this account without rules which override these settings will immediately lose registration.

NOTE: Per extension rules will take precedence over your global settings.
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Can I configure the IP Whitelist security feature on a per extension basis?
Yes you can easily configure custom IP whitelist rules on a per extension basis.

NOTE: Per extension rules will take precedence over your global settings.

To modify the IP Whitelisting settings for an extension on your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Modify link for the extension you wish to edit

  4. Modify the Allow device registration only from specified IP Addresses: preference. You may add or delete IPs or subnets. NOTE: Please click on the help icon next to the IP whitelist option in order to get a full explanation of this feature

  5. Once you are done please click Save to save your IP whitelist preferences
All changes take effect immediately. Any UA currently registered to this extension will immediately lose registration if the IP is not included in the whitelist.
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What is the allowed calling areas option in my account and extension preferences?
The allowed calling areas option in your account provides extra security by allowing you to limit the countries and destinations that can be called from your account. For example if you only place calls within the US and Canada you can set this preference accordingly. Then whenever calls are placed outside of the US and Canada our systems will block these calls thus preventing unwanted billing and calls.

NOTE: This is only for outgoing calls and this does not affect incoming calls on your account. You may use call treatments for handling incoming calling rules.

You can do this on a global or per extension basis

For more security advice please view our security information here to assist you with configuring your network more securely for VoIP use.
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Can I restrict the allowed calling destinations for my entire account?
Yes you can easily configure custom allowed calling destination rules for your entire account.

NOTE: Per extension rules will take precedence over your global settings.

To modify the allowed calling destination settings for your account:
  1. Login to your My Callcentric account

  2. Click on the PREFERENCES link in the navigation menu

  3. Click the GENERAL tab

  4. Clieck edit for the Allowed Outbound Calling Areas: preference and select the countries/destinations you want.

  5. Once you are done please click Save to save your allowed calling destination preferences for the entire account
All changes take effect immediately. Any calls to countries and destinations not specified will be denied, unless an extensions allows calls to this destination.

NOTE: Per extension rules will take precedence over your global settings.
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Can I restrict the allowed calling destinations on a per extension basis?
Yes you can easily configure custom allowed calling destination rules on a per extension basis.

NOTE: Per extension rules will take precedence over your global settings.

To modify the allowed calling destination settings for an extension on your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Modify link for the extension you wish to edit

  4. Modify the Allow calls to the following areas: preference.

  5. Once you are done please click Save to save your allowed calling destination preferences for the extension
All changes take effect immediately. Any calls to countries and destinations not specified will be denied for this extension.
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What does the Maximum Call Rate Feature do?
The Maximum Call Rate security feature provides you the ability to define a specific per minute rate cap for all calls placed from your account.

When activating this feature you will be asked to define a specific per minute rate cap for your account (in US Dollars - $0.xxxx format). Once this feature has been activated, any call placed to a destination that has a higher per minute rate than the one which you entered will be blocked.
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When activating the Maximum Call Rate Feature, what format should I enter the rate cap amount in?
The rate cap that you set is in US Dollars. When activating this feature, please enter your rate cap amount in the following format: $0.XXXX

For example, if you want to set a Rate Cap of "15 cents" on your account, you would need to enter the following: $0.1500
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Can I configure the Maximum Call Rate Feature on a per extension basis?
No. At this time the Maximum Call Rate Feature cannot currently be set on a per extension basis.

When active, this feature will block any calls placed from your account that have a higher per minute rate then the threshold rate which you set.
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Can I activate the Maximum Call Rate Feature in addition to the Allowed Calling Areas Feature?
Yes, in fact we strongly recommend doing so. By activating both of these security features you will be able to define both the countries/regions as well as the highest per minute rate that your account is allowed to place calls to.
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In the interface for the Maximum Call Rate Feature, I see the following message: "Your account is currently limited to 0.40 USD per minute for outbound calls". Why am I seeing this message and what can I do to remove this limitation from my account?
To provide an additional level of security, an Administrative Rate Cap of $0.40 has been applied to both new accounts and accounts that have a limited history of activity with our service. When this Administrative Rate Cap is applied on an account, you will not be able to:

  • Activate the Maximum Call Rate Feature with a per minute rate cap that is greater than $0.40 USD
  • Place/complete calls to destinations that have a per minute rate that is greater than $0.40 USD

In order to have the Administrative Rate Cap removed from your account, we require that you either:

  • Complete our Standard Account Verification Process, which can be done directly via our Support Ticket System

OR

  • Fund your account via Wire/ACH Transfer Payment. For more information on how to submit Wire/ACH Transfer payment, please click here
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