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Help center

General

Can I have several of my devices ring at the same time?

Yes. With the Ring Group feature, you can have incoming calls redirected to multiple destinations included in your Ring Group, where a member of the group is able to answer. When a call is placed with a DID number routed to a Ring Group, all members of that group will ring at the same time until the call is answered by one of them.

You can add various types of members to a Ring Group: Main Account, Sub-Accounts, SIP URIs, Call Forwarding. You can also select which voicemail should be used by the system in case none of the members answer the call.

The maximum number of members in a Ring Group is twelve: up to eight SIP, IAX2 or SIP URI members and up to four call forwarding entries per each Ring Group.

Can I use a VoIP phone the same way as a regular phone?

Due to the nature of the VoIP technology, a VoIP phone is capable of working just like a regular phone and even more, which means that you can place a call anywhere around the world on any mobile device(e.g., laptop computer, cell phone or tablet) carrying your same number at a much lower rate than youwould pay if calling from a regular landline.

Furthermore, you use the same dialing format as you wouldfrom a regular phone to make calls. One of the great advantages of VoIP technology is that it enablesfree calls in many different ways by making use of each provider’s internal network capabilities.

You canaccess the VoIP Customer Portal to check rates for incoming and outgoing calls for Canada, the UnitedStates and international destinations. You can choose between a flat monthly price or a per-minute rateplan for incoming DID numbers.

Do I need any special equipment?

For your basic equipment, you need an IP phone or softphone or any other phone equipped with an ATA adapter. Since VoIP technology works with over the Internet, you will also need a high-speed Internet connection.

If you wish to set up a company system, you will require other devices such as an Internet Protocol Private Branch Exchange (IP PBX), several lines, several routers, SIP trunking and a PBX server. If you are using a softphone, you will need a VoIP headset and a computer or smartphone to make it work.

Do I need to sign a contract?

No. There are no contracts with VoIP.ms. You can open an account for free at any time, for as long as you need it.

Do you offer a Referral Program?

We do not offer a referral program at this time.

Do you offer Calling Cards?

We do not offer a calling card feature at this time. However, you can set up a calling card solution using your own system and our DID numbers, as long as the corresponding DID numbers are under our per-minute rate plan.

You can also use our Callback feature, which allows you to set a number for our system to call, in order to receive a dial tone and place outgoing calls through the VoIP.ms network.

Just like a calling card, this feature is useful if you want to make a long-distance call from outside your calling area or if you don’t have a VoIP device readily available. For more information, see Callback.

Do you offer CNAM?

Yes. In the United States, all inbound calls will display caller ID with name (also known as CNAM), as long as the caller’s name has been added to the number on record in the CNAM database, and provided the call recipient’s DID number has the “Caller ID Name Lookup” setting enabled.

In Canada, CNAM works as long as a valid caller ID name is being transmitted from the caller’s phone system.

**It is important to note that while CNAM works with calls inside the United States and Canada, it will not work for international numbers.

Do you offer Conference Calls?

We do not offer conference calls as a feature in the Customer Portal. However, if your system or device is capable of establishing a conference call, you can use that feature with our services.

Do you offer Fax service?

We offer a virtual fax feature This feature can be used with special DID fax numbers, which can be acquired and configured through our Fax Portal for customers in the United States and Canada. It is also possible to port a VoIP.ms DID voice number or a number from another provider into our virtual fax service.

To port a number from another provider, simply go to the DID Portability section of our Customer Portal. For VoIP.ms numbers, you can request an internal port by emailing our LNP department at Ports VoIP.ms. The porting fee is $15 per number for both options.

Note: This service can only be used to send faxes within the United States and Canada at this time. We cannot guarantee that international faxes will be properly received. Virtual DID fax numbers cannot receive regular voice calls or SMS messages—only faxes.

Please see our related article for further details: Virtual Fax.

Do you offer SMS service?

We do offer SMS service (currently in beta). SMS is available for a great number of DIDs and cities across the United States and Canada. It must be used through the SMS Portal.

SMS is not available through the SIP protocol at this time

You can read more details about this feature in our related article SMS.

Do you offer sub-accounts?

Yes, we do support sub-accounts. Sub-accounts make it easy for you to share your VoIP.ms account and make it more versatile. With sub-accounts, you can use multiple devices on your account.

Do you offer Technical Support by phone?

Due to the nature of troubleshooting, which can prove time-consuming, we have opted to provide support via a ticket system (email) and live chat. At this point, technical support is not available over the phone.

Do you offer telephone numbers in other area codes?

Yes. VoIP offers a vast range of telephone numbers in many different area codes. Simply access the Customer Portal to see a list of available numbers.

This solution is often preferred by customers who wish to make calls to or receive calls from customers, friends or family members living in different cities without incurring long-distance charges or for businesses that wish to have a local presence in many cities.

Do you provide any hardware for the service?

We don’t provide any hardware or software for using the service. This is a BYOD (“bring your own device”) service, which means that you are free to purchase the IP phone that best suits your particular needs.

This is in contrast to providers that require their customers to purchase specific phone models to match their technology or even to purchase phones from them directly. You can get any type of IP phone from any communications specialty store. We also support all SIP-compatible devices.

Do you Support e911?

We offer E911 service only for US and Canadian DID numbers (including US and Canadian toll-free numbers). This feature can be activated directly in the Customer Portal by accessing the E911 page from the DID numbers menu.

More information is available in our related wiki article here E911.

Do you support international 911?

No. At the moment, we do not support emergency 911 dialing outside of the United States and Canada. We recommend using a traditional landline or your mobile phone to make emergency calls when you travel abroad.

Does it cost anything to open an account?

Opening an account is totally free. However, you must deposit a minimum of $15 USD to start using the VoIP.ms service.

How do I start?

You can open an account for free at this link: https://voip.ms/.

Once your account is active, you will be able to log in and find all of our features and options.

We also suggest checking out our “Getting Started” guide at Getting Started.

How do you bill for forwarded calls?

At VoIP.ms, forwarded calls are billed according to two different segments: inbound and outbound. When you forward your calls to a number, the inbound segment of the call is charged according to the billing plan you selected for your DID number (per-minute or flat rate), and the outbound segment of the call is charged according to our per-minute rates for termination, depending on the destination of the call, for the same duration as the inbound segment.

Is it possible to port my number from another carrier?

If you already have one or more phone numbers with another provider, VoIP.ms offers you the option of porting them all to our network. Most local and toll- free numbers from the United States and Canada are portable, while international numbers have more limited availability.

Please contact VoIP.ms Customer Service to find out if your number is portable. You should also check with your current phone provider to make sure they will allow you to port your number to a new carrier.

Is there a cancellation fee?

We do not charge cancellation fees of any kind. You are free to cancel your account or number at any time.

What is a call queue?

Call queues are specifically designed to manage incoming calls. By setting up a call queue, you can have many callers wait on the line until an agent is available to take their call. If you configure an IVR for your DID number, you can make it so that callers first hear a welcome message and interact with a voice menu before being sent to the call queue.

At VoIP.ms, the Call Queue feature allow users to customize their call queues to play pre-recorded messages about their company, music or advertisements for callers while they are on hold.

Various ring strategies can be established to determine routing patterns for each call queue, such as Ring All (ring all available agents), Round Robin (distributes calls as evenly as possible), Least Recent (sends the call to the agent who least recently received a call), Fewest Calls (routes to the agent who has taken the fewest total calls in the session) and Random (leave it up to chance).

What is a sub-account?

A sub-account, also referred to as extension, allows you to register more than one device to your main account to make or receive calls simultaneously. You can also use it as an internal extension for your office or even your house.

Many of the features within VoIP.ms make use of sub-accounts. Each sub-account, or extension, is assigned a unique user ID and password, which are required to register their dedicated VoIP device or devices.

What is a Toll-Free number?

Toll-free numbers are special numbers that are designed to allow callers to reach certain numbers (often long-distance) without having to pay long-distance charges.

These numbers are mostly used by companies who wish to allow their customers to call them for free no matter where they are located.

There are several toll-free area codes, namely 800, 866, 888, 844 and 855. They all work the same way, but the choice of prefix depends on the businesses advertising strategy.

Traditionally, 800 numbers have been used for television and radio advertisements, but other prefixes like 888, 866 and 855 are gaining popularity.

What is a virtual number?

Virtual SIP numbers are similar to standard DID numbers. The major difference is that virtual SIP numbers are not accessible via “PSTN”.

They can only be reached via “SIP URI” over the Internet. For example, if you have a DID number with another provider that supports SIP URI forwarding, you could forward your number to a virtual number at VoIP.ms, just as if it were one of our numbers.

What is an SIP phone?

SIP phones, also referred to as VoIP phones or softphones, allow users to make phone calls over IP or traditional networks using VoIP.

SIP phones can be software-based (where software applications are installed onto your desktop or laptop to make phone calls over the Internet) or hardware-based (where the phone works just like a traditional one, except that it makes phone calls over an IP network instead of PSTN lines).

What is Call Forwarding?

Call Forwarding allows users to redirect incoming calls to another phone number or to a mobile device such as a cell phone, tablet or computer. Numbers can be forwarded to any number around the world.

With call forwarding, you can program your phone, Customer Portal or VoIP software to automatically forward calls to your preferred mobile device (cell phone, laptop, softphone, etc.) or to any number capable of accepting calls.

What is Callback?

With this feature, you can set a number for our system to call back in order to receive a dial tone and place outgoing calls through the VoIP.ms network. This is useful if you want to make a long-distance call from outside of your calling area or if you don’t have a VoIP device readily available.

When a DID is set up with the Callback feature, calls that are placed to this DID return a busy signal, and the system calls back the specified number and provides the user with a dial tone to place an outgoing call.

What is Caller ID Filtering?

Caller ID Filtering allows you to filter incoming calls based on their origin (such as private, anonymous or unknown numbers or area codes).

For example, if you receive unwanted calls from a telemarketer or survey company, you can set up a filter for each of your DIDs to route those calls to voicemail, play a pre-recorded message or simply disconnect the call.

On the other end of the spectrum, you can give preferential treatment to your favourite customers and route their calls to provide them with a fully customized experience

What is caller ID or CID?

Caller ID is a telephone feature that transmits a caller’s phone number to the call recipient’s phone.Where available, the caller ID number can be supplemented with the caller’s name (e.g., John Smith).

There are two types of caller ID: caller ID number (CID) and caller ID name (CNAM). The caller’s phonenumber and subscriber information may vary depending on the location and the information on recordwith the carrier.

What is CNAM?

CNAM stands for caller ID name, which is the information that will be displayed on the call recipient’s phone when you place an outgoing call. If you will be making calls to Canadian numbers, you can simply pass the caller ID name from your device or system, as most of them support this.

For calls to the United States, the caller ID name works differently.

In this case, it is controlled by a national CNAM database with records of numbers and names matching each number. We can update the CNAM database upon request. For more information, please see our related article at Caller ID Name.

What is DID?

Simply put, a Direct Inward Dial (DID) number is a virtual number that works just like a regular phone number, except for the fact that it is not attached to any POTS line (landline). Once your configuration is ready, you can be reached at your DID number from anywhere in the world, just like any other phone number.

What is DISA?

The DISA (Direct Inward System Access) is a feature that, when configured with a DID, will allow inbound callers to access outbound call service through your VoIP.ms account, similar to what a calling card service does. When you call, you will be prompted for a PIN number and the telephone number you wish to reach.

What is IVR (Interactive Voice Response)?

IVR (Interactive Voice Response) is a telephone technology that works just like a virtual receptionist. With this technology, inbound callers interact with a voice menu using their telephone keypad or by speech recognition in order to be connected with the proper person, extension or department.

This allows customers to get the information they need without having to wait to speak with an agent.

What is latency?

Latency refers to the speed with which data travels over the Internet and through network connections to reach your hosted VoIP service provider.

Latency and bandwidth are the two main factors that determine your network connection speed. When transmitting sound, latency can cause static, dropped calls and choppy audio.

What is packet loss?

Packet loss is defined as the failure of transmitting and receiving data (audio, video, computer). It often occurs when an Internet connection becomes overloaded with data or traffic.

Packet loss should always be zero when your phones are in use, in order to avoid poor sound quality or echo or jitter when transmitting images.

Packet loss can be caused by hardware or software problems, including cabling, but the main culprit is usually insufficient capacity of the network being used.

What is PBX or IP PBX?

PBX means Private Branch Exchange. Basically, it is a telephone exchange system that manages a company’s incoming and outgoing calls and manages internal communications between employees.

The advantage of a PBX is that you can equip your system with more phones than physical phone lines. It also provides a vast range of features such as call waiting, voicemail, three-way calling, call forwarding and other, more advanced features such as call queues and interactive voice menus.

As for IP PBX, it is a software-based PBX phone system solution that allows remote or mobile employees to connect to the company phone system or voicemail, no matter where they are, as long as there is an Internet connection.

What is Phonebook?

The Phonebook feature allows you to configure up to 500 Phonebook entries with caller ID name (CNAM) overrides and up to 99 speed-dial codes for those entries.

For example, you can create a four-digit Phonebook entry to call your favourite customers or relatives. Additionally, you can use a caller ID name (CNAM) override to identify inbound calls from important customers, regardless of whether their number is registered to a proper CNAM central database.

Phonebook entries are also available with our Virtual Fax and SMS features. When sending from both features, the system will instantly show you the available entries to choose from as soon as you begin to input a name or number from the Phonebook. When you receive messages, the system will match the caller’s information to the name you have configured in the Phonebook.

What is SIP?

SIP stands for Session Initiation Protocol. This is the standard protocol used by the telecom industry to transmit voice communications, as well as multimedia elements (data, images, text messaging, etc.), over networks and the Internet.

In addition to voice, SIP can be used for videoconferencing, instant messaging, media distribution and other applications.

What is the difference between E911 and traditional 911?

Standard 911 emergency services send the user’s information through traditional landlines directly to the nearest emergency response centre.

Enhanced 911 or E911 service allows mobile phones to dial 911 to automatically transmit the caller’s geographic position to emergency responders. With VoIP, however, 911 calls are forwarded to a third-party service provider that is required to automatically or manually route 911 calls to emergency response centres.

Therefore, it is vital for VoIP telephony users to keep their phone system’s location information up to date with their VoIP provider at all times. Because it works with an Internet connection, your phone number is not automatically linked to your new address when you move to another location.

What type of DID numbers do you offer?

There are different types of DID numbers. They are mostly differentiated by their geographic presence.The types of DID numbers most commonly used by our customers include:

  • Local DIDs from the UnitedStates or Canada
  • International DIDs
  • Toll-free numbers

For more information about getting a DIDnumber and other types of DID numbers, please see our related article Order a DID Number


Where are you located?

Our main offices are located in Montreal, QC, Canada. We also have a technical site located in Merida, Yucatan, Mexico, for the Latin American market.

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