Frequently Asked Questions

General and Finance Questions


Do you support 911/e911

We use e911 (Enhanced 911) and are 100% compliant with FCC and CRTC and cover 100% of USA/Canada. Enhanced 911 must be configured on each of your DIDs and can be done by contacting support.

Is there a contract with your service?

No. There’s no commitment cancel your service at any time.

What payment types are accepted?

We accept subscriptions via Credit Cards (Visa, Mastercard, Amex, Discover).

Do you have DIDs

At the moment, we have DID numbers available for USA in 49 states and 4 provinces of Canada. We also have USA toll free numbers. We have international DIDs available in 30 countries.

Can I check call details online?

We’re building a robust system to log and display reports to you in the near future, but for now you must contact support for those records.

Do you offer downloadable call detail reports?

Yes, when contacting our support, you can ask us to send you a CDR in CSV, Excel, XML and SQL format. We also have a printable version of the cdr.

What are the billing increments?

USA and Canada: 60 seconds initial, 60 seconds increment Mexico: 60 seconds initial, 60 seconds increment World: 60 seconds initial, 60 seconds increment

What does billing increment mean?

It’s the way we calculate our rates in order to bill your calls. For example, if you call USA for 10 seconds, you will be charged for 60 seconds. Since our plans are based on minute usage, if you go over on your minutes for a plan, you’ll be upgraded to the next plan up automatically.

Do you accept predictive dialer call center traffic? (Dialer/Telemarketing)

We do not accept dialer traffic at this time.

Do you accept inbound call center traffic?

Yes.

Technical


Do you pass callerid?

Yes, all US/Canada destinations will receive proper caller id.

How should I dial calls

For your convenience, we support 3 standards. 011 Prefix, 00 Prefix and direct country code. For example, to call to UK you can use 01144+number, 0044+number or 44+number. To call to USA you can use 1+Area Code+Number or 001+Area code+number.

Do you offer termination in every country?

Yes we do provide termination in every country. We are an A-Z VoIP termination provider. We always do our best to find and keep quality working routes. If you were to experience some problems with a particular destination, let us know and we’ll make everything possible to fix the problem.

What are the supported codecs?

G.711 (μ-law / pcmu) , G.729 and GSM.

What codec should I use?

For best sound quality, if you have the bandwidth available, we recommend G.711u. However, you can still maintain an excellent voice quality and lower bandwidth usage with codecs like G.729.

Codec Bandwidth Specifications

Codec
Bit Rate
Nominal Ethernet Bandwidth (Kilobits)
G.711
64 Kbps
87.2 Kbps
G.729a
8 Kbps
31.2 Kbps
GSM
13 kbps
29.2 kb/s

 

What are the supported protocols?

We support SIP and IAX2.

Can you give me some details about these different protocols?

“The Session Initiation Protocol (SIP) is an application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences.” (cit. RFC 3261). It was originally designed by Henning Schulzrinne (Columbia University) and Mark Handley (UCL) starting in 1996. The latest version of the specification is RFC 3261 from the IETF SIP Working Group. In November 2000, SIP was accepted as a 3GPP signaling protocol and permanent element of the IMS architecture. It is widely used as a signaling protocol for Voice over IP, along with H.323 and others.

Source and more information: Wikipedia

IAX is the Inter-Asterisk eXchange protocol used by Asterisk, a dual licensed open source and commercial PBX server from Digium and other softswitches and PBXs. It is used to enable VoIPconnections between servers, and between servers and clients that also use the IAX protocol.

IAX now most commonly refers to IAX2, the second version of the IAX protocol. The original IAX protocol has been deprecated almost universally in favor of IAX2

Source and more information: Wikipedia

Source and more information: Wikipedia

What protocol should I use

We recommend SIP. However we fully support IAX2

What type of equipment is required?

We only officially support the Bria iPhone client and any Yealink T-Series phone – though contact our support if you have different equipment to see if we can’t get you connected with your existing hardware outside of that equipment.

Do you have an API for rates?

We do have an XML API. You can read more about it on our developer’s blog.

Where are your servers located?

We have VoIP servers located in: Atlanta, Chicago, Dallas, Denver, Houston, Los Angeles, New York, Seattle, Tampa, Montreal, Toronto and London. As a customer of HedgePhones, we automatically pair you with the closest server when you order service with us.

What kind of equipment do you use?

Our VoIP servers consist mainly of OpenSER and Asterisk running on Redhat Enterprise 64 bits OS.

Support


In what language can you support me?

English, French and Spanish by email, and support tickets.

What are the support hours?

Our typical office hours are from 9am to 5pm EST (Eastern standard time). However, we do have staff attending your email requests beyond these support hours.

I’ve a problem configuring my device, can you help?

We always do our best to have you up and running. Customer support is an important part of our philosophy. We’ll do our best to help you – so please contact support if you’re having issues.