FAQ
General, Account and Control Panel
- How long does it take to register?
- Is it possible to change the currency of my account ?
- How does it work ?
- What is the dialling format for calls via the different Voicetrading routes ?
- Do you offer special rates for large volumes ?
- 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?
- I have lost my username and/or password. What should I do ?
- How can I access my recent calls/CDR'S online ?
- I am a customer and I have a problem. How do I report this ?
- Can I use all 3 routes with 1 account ?
- What different routes do you offer ?
- I have a question about another Dellmont label.
How long does it take to register?
Registration is a fast process. Make sure you enter all your details correctly on the signup form. Once done send us the form and your account will be created immediately if all details are correct.
topIs it possible to change the currency of my account ?
No, you need to decide which currency you want to work in during the sign up. Once your account is created the currency of your account is set and cannot be changed. If you have a EUR account and now want to pay in USD you will need to create a new account.topHow does it work ?
First register by filling out the application form. When signing up for the Voicetrading service you shall ensure that the information provided is complete, up to date and completed truthfully.After successful registering, please purchase credit via the myaccount. Setup your SIP device(s) for calls via the Voicetrading network. It is possible to setup multiple SIP devices with one account. You can also save your IP to your account.
topWhat is the dialling format for calls via the different Voicetrading routes ?
If you want to call Spain for example:Voicetrading EUR/USD Grey: 00001 34 12345678
Voicetrading EUR/USD Standard: 00 34 12345678
Voicetrading EUR/USD Premium: 00000 34 12345678
topDo you offer special rates for large volumes ?
No we don’t. We already offer you the best possible rates.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.topI have lost my username and/or password. What should I do ?
Go to the home page, find the login section and click on 'Forgot password'.topHow can I access my recent calls/CDR'S online ?
Please login to your myaccount and choose the option 'recent calls'.Please note that CDRs overview is updated on a daily basis.
topI am a customer and I have a problem. How do I report this ?
Please login to your my account and choose 'customer service'. There you can report your specific problem and we will look into it as soon as possible.topCan I use all 3 routes with 1 account ?
Yes you can, each route has it's own dialling format.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
topI have a question about another Dellmont label.
Please ask your question directly on the concerned label website. Any question here not concerning Voicetrading will be ignored.toptop of the page
Rates, Payments and Billing
- How long are your rates valid ?
- How do I get a downloadable version of your current rateslist & country codes ?
- Can you also bill in USD ?
- Who is subject to VAT (Value Added Tax) ?
How long are your rates valid ?
All VoiP Rate lists are valid for one month. You will always find the current rates on the website. Rates can be subject to change without prior notice. Rate changes are always displayed on the website. Please pay attention to the date displayed on the rate page.topHow do I get a downloadable version of your current rateslist & country codes ?
Please go to the Voicetrading website. Select in the menu “rates”. There you can select the currency and route of the xls file you want to download. Country codes are on the second sheet of the xls file you downloaded.topCan you also bill in USD ?
We bill you in EUR or USD depending on the currency you selected when signing up. If you wish to change, please create a new account in the desired currency.topWho is subject to VAT (Value Added Tax) ?
Companies located in the EU are not subject to VAT, IF they can provide us with their international valid VAT ID number and a copy of the Company Registration.If you are not sure about your international VAT status, you can have the VAT number of your company checked here:
http://ec.europa.eu/taxation_customs/vies/vieshome.do
Only if your VAT shows as 'valid' in this database, we will NOT charge VAT on your purchases.
If you do not have a VAT number, or if your VAT number shows as 'invalid' you are still able to apply for an account, but we will charge Luxembourg VAT (15%) on your purchases.
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Technical Issues
- Where do I find the number plan you use ?
- I have connection problems with some mobile destinations. Can you fix this?
- Do you offer DID numbers ?
- How to setup my equipment/what are the settings to make a connection ?
- 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 ?
- 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'm trying to configure your service, but I get: 500 "Internal server error". What should I do ?
- Do you support T38 for Faxing ?
- I can't connect to your SIP server by using username & password. Can I connect by using fixed IP addresses ?
- Which Media IP-addresses does Voicetrading use ?
Where do I find the number plan you use ?
Please go to the Voicetrading website. Select in the menu “rates”. There you can select the currency and route of the xls file you want to download. Country codes are on the second sheet of the xls file you downloaded.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 "+34XXX", but "0034XXX") In case that this does not help, please report back to us via the customer service option.
topDo you offer DID numbers ?
No we don't.topHow to setup my equipment/what are the settings to make a connection ?
Username: Your UsernamePassword: Your password
SIP/Proxy registrar: sip.voicetrading.com
Domain/Realm (optional): voicetrading.com
STUN server: stun.voicetrading.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 want to have my IP addresses authenticated. How do I do that ?
Just login to your my account, choose 'IPconfig' and add your IP-addresses.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 your provider). This is to prevent that other users of the same VoiP softswitch provider are able to use your balance.
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)
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 my account 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'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.topDo you support T38 for Faxing ?
Sorry, no we don't.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 your provider). This is to prevent that other users of the same VoiP softswitch provider are able to use your balance.
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
77.72.168.0 /24
203.192.180.224/28
208.176.230.112/28
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 Services page.
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