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Anonymous Call Rejection (Default: OFF)

Used to block inbound calls with hidden numbers

	Activate	Deactivate
Always reject anonymous calls	*77	#77

 

Call Forwarding (Default: OFF)

Used to forward calls to an alternate phone number. Several forwarding conditions are available.

	Activate	Deactivate
Always forward calls	*21	#21
Forward calls on busy	*24	#24
Forward calls on no answer	*61	#61
Forward calls when not reachable	*25	#25

 

Calling Line ID Delivery Blocking (Default: OFF)

Sets your phone number to a private number so that your phone number is not displayed to the person you are calling.

	Activate	Deactivate
Always block calling line ID delivery	*31	#31

 

Calling Waiting (Default: ON)

Used to enable and disable Call Waiting.

	Activate	Deactivate
Always use Call Waiting	*43	#43

 

Do Not Disturb (Default: OFF)

When enabled all inbound calls will be rejected and sent to Voicemail (if voicemail has been enabled)

	Activate	Deactivate
Always reject inbound calls	*78	#78

 

Voice Portal (Default: DISABLED)

Used to access your hosted Voicemail portal. Here you can record voicemail greetings and manage voicemails. (Contact VoIPex to enable)
To access the Voice Portal dial *62 then follow the prompts

### Before proceeding please ensure that you have first restarted your internet router and any VoIP phones or phone sytems that are experiencing issues.

Is there power to your phone or phone system?

No

• If you are experiencing a power outage then the VoIP phone will not work. Please wait for the power to be restored
• Otherwise check the power cable is plugged into your phone or phone system and the power is turned on.
• If your phone or phone system only has a network cable and uses Power over Ethernet check the Power over Ethernet Switch is turned on and has power. (You may need to contact your technical support person to resolve this issue).
• If the phone or phone system still does not turn on contact VoIPex for further assistance.

Yes. Go to next step

 

Is your internet connection working?

No

• If your internet service is not working, then your VoIP phone will not work. Please wait until your internet service is restored.
• If your internet service is with VoIPex please contact us for further assistance.

Yes Go to next step

 

Does your phone ring when called?

No

• Ensure the ring volume is turned up.
• Check that you have not set your phone to redirect or do not disturb.
• Check that your phone is successfully registering to the VoIP service.
• If the phone still does not ring please contact VoIPex for further assistance.

Yes, Go to next step

 

Can you make calls from your phone?

No

• Check you can hear a dial tone when picking up the handset.
• If you hear a recorded message when placing a call please check the error messages section below for possible causes.
• If you still cannot make calls please contact VoIPex for further assistance.

Yes, Go to next step

 

During a call can you hear the other person?

No

• There is possibly an issue with a firewall blocking the incoming call data. Please ensure that you have disabled SIP ALG in your router, and ensure that your router firewall is not blocking incoming data from the VoIPex network.
• If you are unsure how to do this please contact VoIPex for further assistance.

Yes, Go to next step

 

During a call can the other person not hear you?

No

• There is possibly an issue with a firewall blocking the outgoing call data. Please ensure that you have disabled SIP ALG in your router, and ensure that your router firewall is not blocking outgoing data to the VoIPex network.
• If you are unsure how to do this please contact VoIPex for further assistance.

Yes, Go to next step

 

If you have followed the above and have not resolved your issue please contact VoIPex for further assistance.

Should you experience issues with one way audio, or VoIP registration failures you may need to configure firewall rules or port forwarding rules in your router for our VoIP servers.

Details of the servers and ports to allow through the firewall are below:

VoIP Registration Server
IP Address: 203.161.164.69
ports: 5060 UDP

VoIP Transport Servers
IP Addresses: 203.161.164.69, 203.161.160.70, 203.161.160.71
Ports: 19560 to 65535 UDP

When making a call through your VoIP service you may hear a recorded error message. Some common messages are described below:

 

All circuits are busy please try again later

This indicates that there are no free telephone circuits available in the phone network to complete your call. This can occur if the phone number you are calling is in an area that is experiencing phone network issues. This could be a mobile phone number in a highly congested area, or an area with mobile network outages.
Or it could be that all of your allocated VoIP phone lines are in use.

The number you have called is not connected 

This indicates the phone number is either not connected, or is inaccessible from our VoIP network.
If you know the phone number works from another network, such as a mobile phone network, please contact us and we can investigate and resolve the issue.