We recommend enabling call forwarding from your online account instead of directly on your handset as this could lead to issues with the call forwarding. Enabling call forwarding from your account allows you to manage this from anywhere with an Internet connection, giving you more flexibility.
How do I transfer calls on my desk phone?
Different handsets offer different ways to transfer calls, but generally speaking they will have a transfer button which you can press and then enter the number you wish to transfer the call to. For more specific guidance, check the instruction manual for the handset or contact our experienced support team for more assistance.
Do you support BLF (Busy Lamp Field)?
Yes, provided it is with a compatible handset to our VoIP platform.
Do I need a VoIP phone or can I use my existing analogue phone?
While you can use a VoIP adapter to connect to an analogue phone, you’ll get the best out of the service by using a fully equipped VoIP handset.
I am getting calls with no one on the other end, what is causing this (ghost calls)?
It’s likely an issue with the configuration of the phone or with the SIP ALG setting on your router. Contact our support team and they’ll be able to investigate this for you.
What is SIP ALG?
SIP ALG stands for Session Initiation Protocol Application Layer Gateway and is a setting you can find on most routers that can affect SIP packets that pass through the network. This can have an adverse effect, causing issues such as ghost calls, one-way audio or call connection issues. It’s recommended to turn this setting off.
What does SIP stand for?
SIP stands for Session Initiation Protocol and refers to the network protocol which can be used to establish telecommunication connections between two or more callers. This network protocol is commonly used in VoIP telephony.
I’m having issues making and receiving calls, what can I do?
There are numerous reasons why this could be happening. It could be an issue with your broadband, the VoIP device you’re using or with your account configuration. If you’re still unsure, feel free to contact our support team and we’ll do our best to investigate what the issue is.
I have bad audio on calls, could this be a fault with my broadband?
Yes, the most common cause of call audio quality issues is the quality and capacity of the Internet connection. The first port of call would be to check your Internet connection using a speed test. You can also reboot the router as this commonly resolves some issues. If your tests come back ok or you need any other advice, we can run a trace on your Internet connection to discover what the issue could be.
Do I need to reconfigure my firewall?
You shouldn’t need to unless you have previously changed the default firewall settings to a more specific configuration (such as in a managed office environment). With few exceptions, VoIP traffic works fine with default firewall settings.