FAQ

General

1. Rating: +3

   

   How many channels (concurrent call sessions) are allowed?

   There is no set number of sessions. You access to the system will depend on usage by other customers, which varies from time to time. However, we monitor traffic closely, and if it appears that your traffic may exceed the available capacity, we will contact you and ask you to utilize dedicated facilities.

   As a general rule of thumb, you should consult with tech support if you intend to send more than 150 concurrent calls.

2. Rating: -2

   

   What codecs are supported?

   Our carrier selection has been optimized for use with the g.729 codec. If you set this as your first priority codec, you will maximize your chances for completing calls. That said, we use many underlying carriers for termination, and each carrier has different capabilities. Many support g.711, but not all. The same goes for g.723.1 and iLBC. As a result, if you set any of these codecs as your preferre codec, a call may or may not complete using it, depending on which of our underlying carriers receives the call. Our softswitch will allow your endpoint and the carriers to negotiate the mutually preferred codec.

3. Rating: -2

   

   Why are there so many errors shown in the Dashboard and switchlogs?

   For each call that you make to our session border controller, there can be multiple switch logs, resulting in multiple error codes. This is because there will be one switch log for each call attempt made from our session border controller to a terminating carrier.

   For example, assuming that you make a single call, it may be the case that the session border controller encounters 4 failed call attempts (to four underlying carriers) before finally connecting. This means that there will be a total of 5 records: 4 switchlogs (one for each failed call attempt to a terminating carrier) and 1 CDR (for the connected call).

   The existence of the additional switch logs has no bearing at all on your level of service. We realize that this makes certain aspects of the dashboard confusing, and are taking steps to modify the dashboard accordingly. Please bear with us while we work to improve the system.

Billing

1. Rating: +2

   

   How can I increase my recharge limit?

   New customers are subject to a recharge limit in order to reduce fraudulent transactions. This is our way of getting to know you a bit before we allow unlimited recharges. If you would like this limit removed immediately, please submit our authorization form (available from http://www.ezcallinc.com/authorizationform.htm).

2. Rating: -2

   

   What should I do if my online payment was not credited to my balance?

   Please send an email to support@ezcallinc.com with details about your payment. We will get back to you right away.

3. Rating: -2

   

   How often are rates updated?

   Rates are usually updated twice per month. However, there is not set schedule and the frequency of updates may vary due to market conditions. All rate changes will be published at least 5 days in advance on our primary rate page at http:rates.grnvoip.com. Upon the effectivity date for any change, the rates charged on your calls will automatically be adjusted.

Quality of Service

1. Rating: +2

   

   Do you proxy RTP?

   We use a signalling-only session border controller - we do not proxy RTP unless it is absolutely necessary for NAT traversal. This means that the audio packets containing the actual voice signal do not pass through our network. The RTP packets are streamed directly your media device to the media gateway of our underlying carrier. We have found that this results to the best quality. After all, why should a call from Hong Kong to Singapore have to pass through New York?

2. Rating: -2

   

   Can I test network latency to your proxy?

   Although a ping test is not necessarily indicative of actual network conditions (since intervening networks may block or delay ping requests) you can give it a try by pinging 70.42.72.104.

   But, please note that our wholesale termination service uses a signalling-only session border controller - we do not proxy RTP. This means that the audio packets containing the actual voice signal do not pass through our network. The RTP packets are streamed directly your media device to the media gateway of our underlying carrier. We have found that this results to the best quality. After all, why should a call from Hong Kong to Singapore have to pass through New York?

3. Rating: +2

   

   What can I do when special routing fails?

   Special routes are offered on a best efforts basis only, and may have limited capacity. Unlike the Standard and Premium routes, Special routes have only one termination partner. If that partner is unable to complete your call, the call will fail.

   It is highly recommended that you create a failover route using the Standard or Premium prefix (or your own secondary route) to maximize the value that special routing offers.

   As with all of our routes, you will receive an appropriate error code to allow you to forward route in cases where special routing is not available.

SIP Reseller Platform

1. Rating: -2

   

   Where can I get the Reseller/Calling Card Platform Set Up Guide?

   The calling card manual is available here.