Frequently Asked
Questions (FAQ) and Support Issues.
All rates
are rounded to the nearest second (1/60th of 1 minute) and apply to calls to both mobile and non-mobile phones unless otherwise noted. Rates are valid 24 hours a day, from anywhere in the world.
There are no taxes, no connection fees and no surcharges. The per minute cost of each call will be deducted from your calling account. Rates are subject to change.
Wholesale rates apply to all Reseller and retail customers, However, accounts
less than $100 and all accounts paid by credit card will be charged 5% surcharge
You can use it in ANY country in the world, it does matter
if you are in Bangladesh, Botswana or USA, as long as you have
an internet connection you can use it at our low rates.
Q
Is it safe to enter my credit card details into your web
site?
A
Yes! We use 3rd party credit card agents in the USA called
2checkout.com who have a secure site so your details are
encrypted before being sent over the internet. If you click on
the padlock when in the 2checkout site, you can verify that
their site is both secure and the certificate is valid.
I have paid for an account but where are my account
details?
A
In order to minimize online fraud and protect our customers,
it could take up to 24h to process your card and send your
details. If you don't receive your details after this time,
please email
support@CallOnThe.Net with your receipt number (you will get
this automatically as soon as you sign up) so we can track your
payment details.
Q
Which countries can I call from?
A
You can call from any country in the world. All you need is
a PC with internet connection, microphone and speakers (or
ideally headset or handset). The rates are the same, wherever
you call from in the world!
Q
Which countries can I call to?
A
You can call to any country in the world. See our rate list
here.
Q
Can I receive calls using your service?
A
No, not at present, but we are hoping to introduce this
service later in 2004.
Q
How are the calls charged?
A
Calls are charged PER SECOND
Q
When does my account expire?
A
Never! Your account can be used at any time.
Q
Can I see my balance and the calls I have made?
A
Yes, once you have your account details you can log in and
your balance will be displayed on your dialer. You can see the
previous calls you have made by clicking on the Call History
button.
Technical Questions:
Q
How does it work?
A
You call is sent from your computer across the internet to
our main server. It is then sent onto our telephone network
where it is routed to the country you have called.
Q
How can I configure my headset/ mic/ speakers to the
optimum settings?
A
The best way is to close all programs, including Internet
Explorer, then run Microsoft Netmeeting. Within this program,
run the ‘audio tuning wizard’. This wizard helps you set the
optimum settings for your speaker/ headset volume and the
microphone level. Close Netmeeting, then login to your
CallOnThe.Net account again. The settings should be
remembered.
Q
Is there a Mac or Unix/Linux version?
A
Sorry, at the moment we don't have a version for these
operating systems.
Q
Do you support SIP?
A
No, we don't currently support SIP, but we are developing a
SIP version, which will be ready for release later this year.
Q
What are the technical requirements for me to use the
CallOnThe.Net service?
A
To use CallOnThe.Net you need to have the following:
· Microsoft Windows operating system
· Pentium 133Mhz
· 16Mb RAM
· Microsoft Internet Explorer
· An internet connection with a minimum speed of
28.8Kbps. CallOnThe.Net does now work behind Network Address
Translation (NAT)
· Please note we do not support the use of firewalls
although when properly configured they will work. You can use
this online test
here to see if your connection is suitable or not. NAT
or direct connections are suitable.
· Microsoft Netmeeting must be installed if you are
using the web dialer or software dialler
Q
What ports should I open on my firewall to allow
CallOnThe.Net to work?
A
CallOnThe.Net uses TCP/IP ports 1720 and 1800 and UDP
ports 5000 to 6000. Please note we do not officially support the
use of CallOnThe.Net behind firewalls and we do not give
support on their use. But it is possible to use if you open the
ports or add the PC in the DMZ or DMOZ settings of your router.
Note: Please consult your user guide or support of the router
maker.
Placing a call:
Q
The person I am calling hears an echo on the line? What
is causing this?
A
Echo is usually caused by incorrect mic/ speaker settings.
Run the ‘audio tuning wizard’ as described in the section above,
to ensure you have the optimum settings. Echo is often
eliminated by using a headset or handset, instead of regular
desktop speakers as it prevents the other side hearing
themselves in your speakers!
Q
The sound quality is poor. Is there anything I can do to
improve it?
A
There many factors that can cause this. A full list is
available from
Microsoft
Q
I get an error message saying 'No telephone environment'.
What does this indicate?
A
There are usually 2 reasons for this:
1. Microsoft Netmeeting is not installed on your computer. It
MUST be installed for CallOnThe.Net to function. You can check
this by going to your Accessories folder under the start menu
where it will usually be located if its is installed. If you
don't have Netmeeting installed and need a copy (Windows 98 or
2000 users only), email us and we will email it to you. For XP
users, Netmeeting is installed by default but often hidden. You
can access it if you click Start, Run, then type 'Conf' and
press enter.
2. You already have another PC to phone applications running on
your PC. Please close any other of these types of applications.
Q
The call duration show in the call logs is longer than
the call I actually made. Why?
A
You must click ‘disconnect’ when you have finished your
call. This disconnects you from our network. Failure to do this
could lead to additional costs being incurred.
Q
I get an error message saying 'Phone call rejected'. What
does this indicate?
A
There has been a problem with your call. There could be many
reasons for this including:
·
The number you dialed was incorrect or in an incorrect format.
Remember to dial the full international number without any
prefix, spaces, brackets etc. · There was
a network problem to this destination · The
number you dialed does not exist ·
There is a problem with the telephone network in the country
you called
Please send an email to
support@CallOnThe.Net with details of the number you
called and your username we will investigate the problem and get
back to you. Other numbers should still work ok.
Didn't find the answer to your question? Since our diallers use
Microsoft Netmeeting technology, additional help can be obtained
from the
Microsoft Netmeeting website.
If you still don’t find the answer to your question, please email us
at:
support@CallOnThe.Net. Please remember to include your
username in all emails to us, so we can investigate your problem.
