FAQ
General
- How long are your rates valid?
- How does it work?
- What different routes do you offer?
- Can I use all 3 routes with 1 account?
- What is the dialling format for each of these routes?
- I have a question about another Betamax label.
- I have connection problems with some mobile destinations. Can you fix this?
- Do you offer special rates for large volumes?
- Do you also provide a reseller program?
- Do you offer DID numbers?
- I'm not a customer yet, but I have a question which is not addressed in these FAQ's. How can I get in touch with VoiceTrading?
How long are your rates valid?
The rates are typically valid for 1 month, but can be subject to changes without prior notice where unavoidable.
topHow does it work?
First register by filling out the application form. After successful registering, you can setup your SIP device(s) for calls via the VoiceTrading network. It is possible to setup multiple SIP devices with 1 account. It is not possible for a customer to create multiple accounts.topWhat different routes do you offer?
We offer 3 different routes:VoiceTrading Grey -> lowest possible rates, no guaranteed quality
VoiceTrading Standard -> low rates, good quality
VoiceTrading Premium -> slightly higher rates, very good quality
topCan I use all 3 routes with 1 account?
Yes you can, each route has it's own dialling format.topWhat is the dialling format for each of these routes?
For example for calls to Germany:| VoiceTrading EUR/USD Grey: | 00001 49 12345678 |
| VoiceTrading EUR/USD Standard: | 00 49 12345678 |
| VoiceTrading EUR/USD Premium: | 00000 49 12345678 |
topI have a question about another Betamax label.
Please ask your question on the concerned label website. All questions regarding other Betamax labels will be ignored.topI have connection problems with some mobile destinations. Can you fix this?
You can solve the problem by programming your system to send out your CLI. Otherwise the calls are dropped by some carriers.Please note, that the call information you fill in, is merely numerical.
(Example: for setting a CLI from Spain, don't fill in "###plus###34XXX", but "0034XXX") In case that this does not help, please report back to us.
topDo you offer special rates for large volumes?
No, we don't.topDo you also provide a reseller program?
Yes we do. Please read Reselling program for more information.topDo you offer DID numbers?
No we don't.topI'm not a customer yet, but I have a question which is not addressed in these FAQ's. How can I get in touch with VoiceTrading?
In that case, you would have to create an account first. After you created an account, you can visit our customer service in the myaccount area and send us your question.toptop of the page
Account and Control Panel
- I haven't received an email confirmation with my customer login data.
- I have lost my username and/or password. What should I do?
- How can I access my recent calls/CDR'S online?
- Where can I view and change my password, email address or user profile?
- How do I get a downloadable version of your current rateslist & country codes?
- Can one customer create multiple accounts?
- I am a customer and I have a problem. How do I report this?
I haven't received an email confirmation with my customer login data.
It is possible that you did not receive our confirmation email due to spam filters. In that case, your registration may still have been successful. If you do not receive an Email from our customer service within 1 working day after registration, please send an Email by click on 'contact' at the bottom of the page and ask for the status of your registration.topI have lost my username and/or password. What should I do?
Visit www.voicetrading.com and click on 'Forgot password' on Login page.topHow can I access my recent calls/CDR'S online?
Please login and choose the option 'recent calls'.Please note that CDR overview is updated on a daily basis.
topWhere can I view and change my password, email address or user profile?
To change your customer settings please login and go to 'VoiceTrading Software settings' and choose the appropriate option.Please note online changes may take up to an hour to be processed and may not show immediately on your account.
Please be patient and check your account in an hour to see if the changes have been processed.
topHow do I get a downloadable version of your current rateslist & country codes?
Please login and choose 'Ratelist' from the menu. There you will find downloadable versions of the ratelist.topCan one customer create multiple accounts?
No, that's not possible.topI am a customer and I have a problem. How do I report this?
Please login to your myaccount and choose 'customer service'. There you can report your specific problem and we will look into it right away.toptop of the page
Rates, Payments and Billing
- How long are your rates valid?
- How do you inform me about rate changes?
- When do call charges take effect?
- What is the minimum topup amount?
- Which payment methods does VoiceTrading offer?
- How fast will my payment be processed?
- What is important when making a bank transfer?
- What is important when making a Western Union payment?
- Can you also bill in USD?
- Do I receive an invoice by regular mail?
How long are your rates valid?
All VoiP Ratelists and SMS rates are normally valid for 1 month.You will always find the current rates in your myaccount area. Rates can be subject to changes without prior notice.
topHow do you inform me about rate changes?
Every rate change will be announced by Email, and you will find the current ratelist in your myaccount area.topWhen do call charges take effect?
Call charges take effect once you are connected to the telephone number you have dialled i.e once the call has been answered. If there is no answer or the line is engaged you will not be charged for the call.topWhat is the minimum topup amount?
We require a minimum Payment of EUR 500,-. No monthly payment required. Take your time to use this credit and top up again if you run out of credit.topWhich payment methods does VoiceTrading offer?
Available payment methods are Bank transfer, Moneybookers, PayPal, IDeal, Ukash, Western Union & Creditcard Some payments are not available in every country. You will find an overview of all your payments methods in the myaccount area.topHow fast will my payment be processed?
That depends on the payment option you use. Payments by PayPal, Moneybookers, Ukash, iDeal & Creditcard are processed instantly Western Union payments take 1 working day. Bank Transfers might take up to 7 working days, depending on your bank & region.As soon as we receive your payment, it is processed automatically and your account will be credited instantly. Please note that we cannot influence the transaction time before your payment reaches us. And please always make sure to include the Transaction Reference Number/customer number when you transfer a payment! (see: myaccount) Otherwise your payment cannot be allocated automatically and processing time will be subject to delays.
topWhat is important when making a bank transfer?
You should take extra care in filling out the Transaction Reference Number on the transaction form! This number is used for automatic processing. Some banks do not automatically send us the Transaction Reference Number with the transaction, even if it is mentioned on the bank transfer form. So please make sure that your bank includes the Transaction Reference Number in the payment description. If the Transaction Reference Number is incorrect or missing, the order can not be processed and your account will not be credited!As soon as we received your payment, it will be processed. Processing of bank transfer payments may take up to 7 working days. We will update your credit as soon as your bank transfer has arrived in our bank account. Please do not combine payments for several orders in one bank transfer.
topWhat is important when making a Western Union payment?
If you wish to pay via Western Union please follow the following steps:1. Print the Western Union Form from this website. This form contains all information you will need to issue payment.
2. Take this form to your nearest Western Union agent (find agent here) and request a Blue Form at the participating local Western Union Agent location. This form may show words such as "Payment Services" or "Quick Pay" printed in the applicable local language. However, please note that all Western Union Quick Pay forms will be blue.
3. Fill in the Western Union form using the exact same details from the printed form (especially ensure the account number and reference number are exactly the same on the Western Union form as the printed form from our website!)
4. Pay the cashier the amount you wish to credit to your voip-account and the Western Union transaction fee. Once you have made the payment, you will be given a receipt with a transaction identification number known as the Money Transfer Control Number (MTCN). The MTCN is confirmation you have paid and may assist in tracking the payment. Normally it will take a maximum of 5 days to process your payment.
Please pay the desired amount of credit. The minimum amount payable is 500 Euro. Any lower amount received will not be processed nor refunded!
Examples:
If you wish to buy 500 EUR credit, transfer 500 EUR plus Western Union fee.
If you wish to buy 1000 EUR credit, transfer 1000 EUR plus Western Union fee.
Please note there is a Western Union fee per transaction; this fee may be different in each country. Also note that you may have to add local tax (IVA/VAT) to the fee and/or principal. Taxes are imposed by certain governing authorities, not Betamax or Western Union. Amount limits, restrictions and regulations on local taxes are different in each country. Maximum payment per transaction is US $5,000 or local currency equivalent. In addition to the applicable service fees, a foreign exchange rate set by Western Union will be applied to each transaction involving foreign currency. The exchange rate applied by Western Union provides customers with less foreign currency per dollar than Western Union receives when it obtains foreign currency. Western Union keeps the difference.
topCan you also bill in USD?
Yes we can. When you apply for an account, you can choose for a EUR or USD account (wholesale only). That means ratelists, billing & invoices will all be made available in USD.topDo I receive an invoice by regular mail?
Invoices are not sent by regular mail, but you can view your invoices and call specifications online at any time. You can view your invoices online up to 1 year after the invoice date, invoices older than 1 year can no longer be viewed or emailed, therefore please ensure you print or copy invoices to your PC before they expire.toptop of the page
Technical Issues
- How to setup my equipment/what are the settings to make a connection?
- I use a Linksys PAP2. Which settings do I have to use?
- I can't connect to your SIP server by using username & Password. Can I connect by using fixed IP addresses?
- What is /are your IP address(es)?
- I want to have my IP addresses authenticated. How do I do that?
- I have problems configuring my own SIP device for calling with VoiceTrading, what to do now?
- Which Codecs do you support?
- Does VoiceTrading also support H.323?
- How many simultaneous calls can I setup?
- I am experiencing connection problems. Where do I report these and what are you doing about it?
- I use port 6000 instead of 5060. Which VoiceTrading IP-address should I use in such case?
- I'm trying to configure your service, but I get: 500 "Internal server error". What should I do?
- Can I change the Symmetrical RTP setting for my VoiceTrading account?
- Which Media IP-addresses does VoiceTrading use?
- Do you support T38 for Faxing?
How to setup my equipment/what are the settings to make a connection?
Username: Your UsernamePassword: Your password
SIP/Proxy registrar: sip.{label-lowercase}.com
Domain/Realm (optional): {label-lowercase}.com
STUN server: stun.{label-lowercase}.com
Our system is compatible with all standard SIP equipment. If you have problems setting up the service, please consult the instruction manual of your hardware.
topI use a Linksys PAP2. Which settings do I have to use?
Please use the settings stated below. "Linksys PAP2")
topI can't connect to your SIP server by using username & Password. Can I connect by using fixed IP addresses?
Yes, you can give us your IP address(es) for authentication.Important! If you are using a hosted VoiP softswitch provider like eq. Kayote Networks (etc), make sure you are ONLY using IP addresses which are uniquely assigned to your account (check this with you provider). This is to prevent that other users of the same VoiP softswitch provider are able to use your balance.
topWhat is /are your IP address(es)?
For SIP & H323: 77.72.169.128In both cases we do need your IP address for authentication.
topI want to have my IP addresses authenticated. How do I do that?
Just login to your myaccount, choose 'IPconfig' and add your IP-addresses.topI have problems configuring my own SIP device for calling with VoiceTrading, what to do now?
Please refer to the instruction manual of your SIP device on how to setup your SIP device. Also check our instructions page.topWhich Codecs do you support?
G.711 (64 kbps)G.726 (32 kbps)
G.729 (8 kbps)
G.723 (5.3 & 6.3 kbps)
iLBC (20ms & 30ms)
GSMFR (13kbps)
topDoes VoiceTrading also support H.323?
Yes, we do. Our H323 IP-addresses are: 194.120.0.87 & 194.221.62.87 We use port 1720. You can add your IP-addresses in the myaccount area (IPconfig).topHow many simultaneous calls can I setup?
VoiceTrading does not limit the number of simultaneous calls. The only limit is the bandwidth of your local internet link.topI am experiencing connection problems. Where do I report these and what are you doing about it?
Should you experience connection problems, please login and click 'customer service' in the myaccount area.There you can open a ticket. Please be as specific as possible regarding date & time, destination and description of the problem.
Every report is immediately forwarded to our engineers, who need the most detailed information to take measures as soon as possible.
Please note that we do not respond to every single report. But bad connections are bad for business, so you can be sure that any connection problem is handled with high priority.
topI use port 6000 instead of 5060. Which VoiceTrading IP-address should I use in such case?
In such a case you connect to IP-address: 80.239.235.201topI'm trying to configure your service, but I get: 500 "Internal server error". What should I do?
Please check first if you have balance on your account. If your balance is '0' you can't make any calls.topCan I change the Symmetrical RTP setting for my VoiceTrading account?
If you have problems with calls which are connecting normally but don't have any audio on the line, the problem can be the Symmetrical RTP settings on the VoiceTrading server. To change the setting please contact VoiceTrading through the Customer Service-page.topWhich Media IP-addresses does VoiceTrading use?
We use the following addresses:80.239.235.0 /24
194.120.0.0 /24
62.41.83.0 /24
195.219.64.0 /24
194.221.62.0 /24
77.72.168.0 /24
If there are too many IP-addresses for your switch or firewall, we can limit the Media IP-addresses for you.
We then need your IP address for authentication. Please contact Voicetrading through the Customer Service-page.
topDo you support T38 for Faxing?
Sorry, no we don't.toptop of the page