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SEARCH THE FAQ
Search:
Troubleshooting
How do I contact Support?
Do you provide support via telephone or fax?
How can I check the ping or latency from myself to Callcentric?
When I receive a call my phone rings; but when I answer the call it immediately disconnects. Why?
I receive a message saying I don't have enough funds to complete a call. Why is this?
How can I test my Internet connections speed?
How can I test my Internet connection quality?
Why can't I receive calls from outside Callcentric when using a Callcentric number as the callerID?
How can I test what caller ID is being sent out from my Callcentric phone?
I can't get my User Agent to register, and I can't make calls...what are the common problems?
What languages does Callcentric provide support in?
I keep getting a wrong number error message...am I doing something wrong?
Why am I experiencing poor call quality?
Whenever I call my Callcentric DID, or 1777 number, I get a "User unavailable" error message; what's going on?
I received an error message and a number. What does this mean?
What is a registration and why am I not registered?
Are there any known issues with Callcentric and GoogleVoice?




How do I contact Support?
If you are a Callcentric member please open a trouble ticket..

If you are not currently a Callcentric member, please contact us.
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Do you provide support via telephone or fax?
At this time Callcentric does not provide phone based support and only provides support via email and through our trouble ticketing system. Please see this FAQ for contact information..
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How can I check the ping or latency from myself to Callcentric?
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
  1. In Microsoft Windows you can ping by following these steps:
    1. Click the START menu
    2. Select "Run..." to get to the command prompt or use the search field at the bottom of the menu
    3. Within the run window enter "cmd", or "command", without quotes, and click the OK button
    4. A new window will open.

  2. In an Apple/Mac environment you will need to launch a terminal and then run the ping command. The terminal application is usually located in Applications->Utilities->Terminal.app.

  3. You will want to make sure that you do not send too many pings, a limit of 10 is usually sufficient. Note that on a successful ping command Windows systems usually stop at 4 pings while Linux, Apple/Mac and Unix systems will generally keep going until stopped (Ctrl+C).

  4. At the prompt type, or paste, "ping ping.callcentric.com", without quotes, and hit the ENTER key
*NOTE: The address is ping.callcentric.com and not simply callcentric.com. If you use callcentric.com then you will not receive any results. Please make sure you are using ping.callcentric.com

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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When I receive a call my phone rings; but when I answer the call it immediately disconnects. Why?
Your user agent (soft or hard phone) does not have either the G.711 mu-law or G.729 codec's enabled. Your user agent must support and have the G.711 mu-law and/or G.729 codec's enabled to receive calls on your real phone number.
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I receive a message saying I don't have enough funds to complete a call. Why is this?
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?
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 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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Why can't I receive calls from outside Callcentric when using a Callcentric number as the callerID?
Calls are not routed solely based on caller ID; however the caller ID is taken in to account for some routing and billing purposes. Because of this, on an incoming call from outside the Callcentric network, if you pass a caller ID of a Callcentric DID/number the call will not be processed properly and will fail. We do this to prevent callerID spoofing.

You will generally hear the call ring endlessly or simply fail to fast busy signal. We will not accept these calls and they will not show up in your calling reports. In order to avoid this please do not use a Callcentric DID as the calleriD of an incoming call into the Callcentric network.

NOTE: The above also applies to SIP URI calling.
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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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I can't get my User Agent to register, and I can't make calls...what are the common problems?
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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What languages does Callcentric provide support in?
Callcentric only provides support in English. To contact support please see this FAQ.
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I keep getting a wrong number error message...am I doing something wrong?
Most likely you are dialing an international number in the wrong format. The proper rules for dialing through Callcentric are as follows:

US / Canada / Countries located within country code one (1): 1 + area code + number.

For international calls : 011 + country code + city/area code + number (you may also use 00 instead of 011).

You may also be trying to place calls to PSTN numbers while using the IP Freedom rate plan. Please make sure to order an outbound service if you wish to place calls to regular PSTN numbers.

*Additionally you may be using an incorrect dial plan. Please make sure your dial plan matches the ones below for some of the most popular devices/software:

PAP2 and Linksys/Sipura Devices

(*xx.|*xxx|*75xx|[3469]11|0|00|1xxx[2-9]xxxxxxS0|xxxxxxxxxxxx.|**275*x.)

Telco Systems AC-211

(>#|[3469]11|p([2-9]xxxxxx)1ACO|1[2-9]x.T[2-9]x.T|011[2-9]x.T|00[2-9]x.T|**275*x.T|*xx.T)

Innomedia MTA

*XX.T|*XXX.T|*75XX|[3469]11|0.T|1[2-9]X.T|011X.T|011X.#|**275*X.T

Asterisk/Asterisk Derivatives

Asterisk offers the ability to configure very complex dial plans. Please double check your dial plan and make sure it is correct. You may provide your dial plan in a trouble ticket and we will check to make sure that it is correct.
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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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Whenever I call my Callcentric DID, or 1777 number, I get a "User unavailable" error message; what's going on?
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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I received an error message and a number. What does this mean?
When placing or receiving calls you, or the caller, may sometimes receive an error message, along with an error code, which will inform you of a problem. Depending on the error message you may easily be able to resolve the issue. Otherwise you may need to contact support for further assistance.

You may view the list below which shows the most frequently encountered error messages at Callcentric:

Code: 1001
Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand one.
Solution: Enable Call Waiting in your preferences. You may also add voicemail to your account to have other callers go to voicemail while you are on the line.

Code: 1002
Message: The person you are calling is currently unavailable. Please try your call again later. Message one-thousand two.
Solution: Turn off Do Not Disturb in your preferences. You may also want to check your call treatments to make sure you are not forwarding incoming calls to an error message. You may also add voicemail to your account to avoid this message and have incoming calls go to voicemail instead.

Code: 1004
Message: The person you are trying to reach is currently unavailable. Please try your call again later. Message one-thousand four.
Solution: Incoming calls may not be connecting properly to your UA (user agent) . If you believe your UA is the problem please open a trouble ticket. You may also add voicemail to your account at anytime to have all incoming calls go to voicemail.

Code: 1005
Message: The number you have dialed is invalid or cannot be called using the IP Freedom Rate Plan. Message one-thousand five.
Solution: Please add an outgoing service to your account if you wished to place calls to PSTN (Mobile/Landline numbers)

Code: 1007
Message: The person that you are calling is currently unavailable. Please try your call again later. Message one-thousand seven.
Solution: Check your balance to make sure that you have enough funds for the location you are forwarding to, or for your per minute services if you are using a Pay Per Minute or Toll free number.

If you encounter any other errors which are not clear then you may contact us for further assistance.
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What is a registration and why am I not registered?
When logged into your My Callcentric account you may see a message on the left side of the page stating one of the following:
  1. Your phone is registered
  2. Your phone is not registered
Registration in this case simply means that you have setup a UA (User Agent), software or hardware, to connect to the Callcentric servers in order to place and/or recieve calls.

Please note that you DO NOT need to be registered to your Callcentric account if you will strictly be using the calling card feature or call forwarding.

If you wish to use software or hardware you will need to configure your UA to properly communicate with our servers. You will want to visit our setup guide page to assist you.

For more help relating to registration issues please view the information below:

Why do I get the message "Your phone is not registered" when I log in to my account?

I can't get my User Agent to register, and I can't make calls...what are the common problems?

What credentials do I need to register to the Callcentric servers?

Whenever I call my Callcentric DID, or 1777 number, I get a "User unavailable" error message; what's going on?

If you continue to have problems registering then you may contact us for further assistance.
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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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