|
|
 |
Frequently
Asked Questions |
| |
|
Browse our frequently asked questions section, you will
surely have answers for your specific questions. If you
can not find the answer to your question below, please
contact customer service. |
|
|
|
Frequently Asked Questions are divided to fives different
segments. Please choose the topics that you would like to
consult: |
|
|
A. Local Number {Virtual Number}
B. Toll Free Number {888, 877, 866 and 800
Number}
C. Capacity
D. Billing and Payment
E. Technical
|
|
A. Local Number
{Virtual Number} -
Frequently Asked Questions |
1. What does DID mean?
2. What is the difference between DID and
DDI?
3.
What are virtual phone numbers?
4.
What kind of numbers can you provide?
5.
What does call origination mean? What is the difference
with call termination?
6.
From which countries can you provide these phone numbers?
7.
Which codecs do you support?
8.
Do you carry the DTMF tones?
9.
Can I place outbound calls via the Cepap Network?
10.
Can I forward the calls to traditional PSTN phones?
11.
How fast are the numbers provisioned after I order?
12.
Can we choose our numbers?
13.
How many concurrent calls can be placed on the DID?
14.
Is it possible to get more than 2 concurrent calls
(channels) per DID?
1. What does DID mean?
DID means Direct Inward Dialing. Used in the VoIP world
it means in fact nothing more then a regular phone
number. Other people also call this virtual phone
numbers.
2. What is the difference between DID and
DDI?
It means exactly the same. Different countries use
different terms to indicate the same thing. For example
in the North America, we use DID. In Europe, we use DDI.
3.
What are virtual phone numbers?
Virtual phone numbers is another way of calling the
VoIP phone numbers that Cepap provides.
These numbers are real phone numbers, but are called
{Virtual} because with VoIP you can now get numbers
outside of your country.
4.
What kind of numbers can you provide?
We provide regular geographical numbers and non-geographical numbers.
We provide Local and Toll Free Numbers for more than 300
cities in 53 countries.
5.
What does call origination mean? What is the difference
with call termination?
Call origination is a service where a provider offers
to collect calls from the PSTN (POTS) and forwards the
calls towards the customer network. Calls can be
forwarded via VoIP or via the regular telephone network.
Call termination is a service where a provider receives
calls from a customer (via VoIP or via the regular phone
network) and terminates the calls towards the called
party.
6.
From which countries can you provide these phone numbers?
The list of supported countries is continuously
expanding. For the most updated list, please consult our
coverage page.
7.
Which codecs do you support?
We support the standard codecs G729 and G711.
8.
Do you carry the DTMF tones?
Yes, we carry DTMF as RTP payload (RFC 2833). This
is the standard way to carry out-of-band DTMF via SIP. It
has the advantage that it provides accurate timing and
alignment with the speech RTP packets.
9.
Can I place outbound calls via the Cepap network?
Yes, we are specialized in VoIP origination services
(from PSTN to VoIP) and we also do provide VoIP termination
services (from VoIP to PSTN). In
other words, you can receive and/or make calls from the
Cepap Network depending on the choice of services with
Cepap.
10.
Can I forward the calls to traditional PSTN phones?
Yes, Cepap forwards the call to SIP
and PSTN destinations.
11.
How fast are the numbers provisioned after I order?
Usually within 1 minute and in maximum 1 hour. If
for some reason it would take longer to complete the
order we would let you know.
We automatically send an email when the order is
complete.
12.
Can we choose our numbers?
No, this is currently not supported.
13.
How many concurrent calls can be placed on the DID?
We allow 2 concurrent calls (channels) on each DID, at
no extra charge.
14.
Is it possible to get more than 2 concurrent calls
(channels) per DID?
Yes, this is possible but we charge extra for each
additional channel. |
|
|
|
B. Toll Free Number {888, 877, 866 and 800
Number} |
1. What is a Toll Free Number?
2. What are the fees for a Toll Free Number?
3. What is a Mapped To or Ring To Number?
4. How will I be billed for the Toll Free Number?
5. Can I point my Toll Free Number to any number in the world?
6. Can I choose my own Toll Free Number?
7. I already own a Toll Free Number, can I switch it to Cepap?
8. Do I have to switch my long distance service to use Cepap?
9. How long does it take to get a Toll Free Number?
10. How many Toll Free Numbers can I have on my account?
11. What is pay as you go billing?
12. What are the rates when I point my Toll Free Number to a Domestic Ring
To Number?
13. What are the rates when I point my Toll Free Number to a International
Ring To Number?
14. Are there any payphone charges?
15. Are the rates the same for intrastate and interstate?
16. How do I view my call records?
17. Is there a cancellation fee?
18. Can Cepap Toll Free Number be used for business purposes, as in a Toll
Free customer service number?
19. How many people can call the same Toll Free Number at the same time?
20. Do I have to sign any contracts?
21. Which payment method does Cepap accepts?
22. Do I own my Toll Free Number?
23. Can I have two different Toll Free Numbers ringing to one telephone
number?
24. Do I have to install a new phone line to get a Cepap Toll Free Number?
25. Is there any difference between 888, 877, 866, and 800 toll-free
numbers?
26. Can I get a 800 number instead of 888, 877 or 866 number?
27. Can I use Cepap Toll Free Number as a Toll Free Fax customer service
number?
28. Are there any monthly minimums to have service?
29. How are calls rounded?
1. What is a Toll Free Number?
A Toll Free Number usually begins with 800, 888, 877 or 866. It is usually
toll free for the person dialing the number. The calls are billed to the
owner of the toll free number. For example: When calling or faxing the
toll free customer service number of one of your utility companies, the
call is free as your utility company is billed for the call.
2. What are the fees for a Toll Free Number?
Activation, Monthly and Minute Fees may vary based on the country of the
Mapped To or Ring To Number. Please refer to our Toll Free Number Price
List.
3. What is a Mapped To Number?
The Mapped To or Ring To Number is the number that you point your Toll
Free Number to. For example if you would like your Toll Free Number to
Ring To 1-714-400-XXXX then you would set it as the Ring To Number. Once
the Ring To Number is set, dialing the Toll Free Number will be as if you
dialed 1-714-400-XXXX.
4. How will I be billed for the Toll Free Number?
We will deduct each minute billed from your balance. If you enroll with
our {Auto Recharge Program}, when your balance falls below minimum
balance, we will charge your credit card with recharge amount you define.
We will continue to charge your card in this manner until you decide to
stop the {Auto Recharge Program} or to close your account. We call this
pay as you go billing.
5. Can I point my Toll Free Number to any number in the world?
You can point your Toll Free Number to any number. Please refer to our
Mapped To or Ring To Country Listing for more information about
Activation, Monthly and Minute Fees.
6. Can I choose my own Toll Free Number?
You will have to ask us to do a search for the numbers that you are
interested in. If the numbers are available, we will then proceed to
obtain them for you. If the numbers are not available, we will inform you
as such. There is one-time $45 reservation fee for this service. Please
contact us to start this process.
7. I already own a Toll Free Number, can I switch it to Cepap?
Yes, you can move your current Toll Free Number to Cepap. The process of
moving a Toll Free Number to Cepap takes about a week and there should not
be any down time for the Toll Free Number being moved. Please contact us
to start this process.
8. Do I have to switch my long distance service to use Cepap?
No, you do not need to switch you long distance provider to get a Toll
Free Number from Cepap. Although most long distance providers bundle their
long distance service with a toll free number, they can be separated
between two carriers.
9. How long does it take to get a Toll Free Number?
Less than 1 minute. Cepap hold a very large inventory of Toll Free
Numbers. Contact us to pick a Toll Free Number and signup. If you are
requesting a Toll Free Number, or if you are asking for a Toll Free Number
to be moved from another carrier then it will take 4 to 7 business days
for the number to be active on our network.
10. How many Toll Free Numbers can I have on my account?
We allow up to 20 Toll Free Numbers on a standard account. To increase
this limit you will have to contact us.
11. What is pay as you go billing?
It means that you have prepaid for all your usage and we are billing you
as you use the account. For example: upon signup, we charge your credit
card in the amount of $25. We then give you a credit balance of $25. When
you use your account for $1 worth, we will debit $1 from your account
balance.
12. What are the rates when I point my Toll Free Number to a Domestic
Ring To Number?
When you point your Toll Free Number to a domestic phone or fax number, we
will charge you 4.9 cents per minute.
13. What are the rates when I point my Toll Free Number to a
International Ring To Number?
Every International country will have different minute rates. Please refer
to our Toll Free Number Price List.
14. Are there any payphone charges?
We charge a 99 cents FCC surcharge for every payphone call that was placed
using your Toll Free Number.
15. Are the rates the same for intrastate and interstate?
All rates are the same for intrastate and interstate.
16. How do I view my call records?
You can send us your request by email.
17. Is there a cancellation fee?
No.
18. Can Cepap Toll Free Number be used for business purposes, as in a
Toll Free customer service number?
Yes, Cepap Toll Free Number is just like any other Toll Free Service
Provider. We complete millions of calls per month on our network.
19. How many people can call the same Toll Free Number at the same
time?
Unlimited! The amount of calls that we allow at the same time is only
limited by our capacity. We do not put any limits to the amount of calls
per Toll Free Number.
20. Do I have to sign any contracts?
No, we do not require our customers to sign any contracts.
21. Which payment method does Cepap accepts?
We accept Visa, MasterCard, American Express, Discover Card and Paypal.
Checks are also accepted after bank clearing.
22. Do I own my Toll Free Number?
Yes, as long as you have credit on your Toll Free Number. If you carry $0
balance on your number for 7 days, your number will be recycled and you
lose your Toll Free Number.
23. Can I have two different Toll Free Numbers ringing to one telephone
number?
Yes, you can have an unlimited amount of Toll Free Numbers pointed to the
same Mapped To or Ring To Number.
24. Do I have to install a new phone line to get a Cepap Toll Free
Number?
You don't have to get a new line in order to use a Cepap Toll Free Number.
25. Is there any difference between 888, 877, 866, and 800 toll-free
numbers?
No, 888, 877 and 866 Toll Free numbers work the same as 800 Toll Free
numbers.
26. Can I get a 800 number instead of 888, 877 or 866 number?
Yes, but there is a additional One Time Activation Charge of $20 for 800
number.
27. Can I use Cepap Toll Free Number as a Toll Free Fax customer
service number?
Yes, you can order a Cepap Toll Free Number and mapped it to your actual
Local Fax Number.
28. Are there any monthly minimums to have service?
No, there are no monthly minimums.
29. How are calls rounded?
All calls are rounded to the nearest sixth second. |
|
|
|
C. Capacity -
Frequently Asked Questions |
1. Are
concurrent calls on the same DID allowed?
2. Is it
possible to get more than 2 concurrent calls (channels)
per DID?
3. What is a
channel?
4. What is a
trunk?
5. What is a
zone?
6. How many
zones do you provide?
7. Why do
trunks have different prices according to their
geographical zones?
8. Can I choose
which DID I place on the trunk?
9. Can I assign
a DID to any trunk?
1. Are concurrent calls on the same DID
allowed?
We allow 2 concurrent calls (channels) on each DID, at no
extra charge.
2. Is it possible to get more than 2
concurrent calls (channels) per DID?
Yes this is possible by opting for a trunk.
3. What is a channel?
A channel represents one concurrent call. In the
traditional PSTN world, you would say that a T1 support
24 channels and a E1 supports 30 channels, because you
can place 24 concurrent PSTN calls on a T1, and
concurrent 30 PSTN calls on a E1.
4. What is a trunk?
Trunks allow to purchase additional capacities for the
DID. The capacity of a trunk is shared amongst all the
DID belonging to that trunk. The customer can add
capacity to a trunk by multiples of 10 channels.
5. What is a zone?
A zone is a list of countries grouped together based on
the cost of the capacity in these countries. In each zone
you can have one trunk.
6. How many zones do you provide?
Three geographical zones are available right now, with a
maximum of one trunk on each zone.
7. Why do trunks have different prices
according to their geographical zones?
Because capacity is more expensive in some countries than
in others.
8. Can I choose which DID I place on the
trunk?
Absolutely, after you have ordered a trunk you need to
specify which DID you want to place on this trunk. All
the DID that are on the trunk share the total capacity of
this trunk. All the DID that are not on a trunk are
limited to 2 concurrent calls.
9. Can I assign a DID to any trunk?
No, you can assign a DID to a trunk only if this trunk
covers the country the DID comes from. |
|
|
|
D. Billing and Payment - Frequently Asked
Questions |
1. Where can I
see your rates?
2. Are concurrent calls on the same DID allowed?
3. Is it possible to get more than 2 concurrent calls
(channels) per DID?
4. I see a pricelist for DID, but also for channels. What
is that?
5. Do you charge any per minute fees to receive the
calls?
6. Is there a limit of minutes that can be received on
each DID?
7. Are there any extra or hidden charges?
8. Do you give discounts if we order bulk DID?
9. I want to be a reseller, do you have discounts
available?
10. When do you charge the One Time Activation fee?
11. When do you charge the Monthly fee?
12. What payment methods do you support?
13. Can I pay via Paypal?
14. Can I pay via credit cards?
15. Do you debit my credit card automatically every
month?
16. Can I update my credit card information?
17. Can I pay via wire transfer?
18. I do not want to be charged automatically every
month, is that possible?
19. I want to be charged automatically every month, is
that possible?
20. Can I cancel the service anytime?
1. Where can I see your rates?
Please refer to the appropriate
services to see our Service Price List.
2. Are concurrent calls on the same DID
allowed?
We allow 2 concurrent calls (channels) on each DID, at no
extra charge.
3. Is it possible to get more than 2
concurrent calls (channels) per DID?
Yes, this is possible but we charge extra for each
additional channel.
4. I see a pricelist for DID, but also for
channels. What is that?
It is possible to get more than 2 simultaneous calls on
the same DID but this requires the purchase of additional
channels. The channels pricelist reflects the cost of
these additional channels.
5. Do you charge any per minute fees to
receive the calls?
No for Local Number forwarded to SIP and Online Account.
Yes for Local Number forwarded to PSTN and Toll Free
Number Service.
6. Is there a limit of minutes that can be
received on each DID?
No.
7. Are there any extra or hidden charges?
No. The only charges are the ones mentioned on our
pricelists.
8. Do you give discounts if we order bulk
DID?
Yes. Please contact us for more information.
9. I want to be a reseller, do you have
discounts available?
We offer discounts based on the volume of DID you
purchase. Please contact us for more information.
10. When do you charge the One Time
Activation fee?
At the moment you order the Local Number or Toll Free
Number.
11. When do you charge the Monthly fee?
On the first day of each expiration date.
12. What payment methods do you support?
We support Paypal, credit cards and wire transfer.
13. Can I pay via Paypal?
Yes.
14. Can I pay via credit card?
Yes. We accept Visa, MasterCard, American Express and
Discovers.
15. Do you debit my credit card
automatically every month?
Yes, if your credit card information is valid and
up-to-date.
16. Can I update my credit card
information?
Yes, please send us a email with your number and credit
card information.
17. Can I pay via wire transfer?
Yes, but for minimum amounts of 1000 US dollars per
wire due to the wire transfer fee of the Bank.
18. I do not want to be charged
automatically every month, is that possible?
Yes, send us an email asking not to be charged
automatically every month.
19. I want to be charged automatically
every month, is that possible?
Yes, it automatically applies to all accounts with valid
credit card information.
20. Can I cancel the service anytime?
Yes, simply send us an email saying that you wish to
cancel your subscription. |
|
|
|
E. Technical -
Frequently Asked Questions |
1. What do I need to use the Cepap service?
2. I do not have a public IP and I only
have a SIP phone, can I use the Cepap service?
3.
How do we need to configure our equipment to interoperate
with Cepap?
4. What is SIP?
5. What is a SIP URI?
6. What is a VoIP codec?
7. Which codecs do you support?
8. How do you carry the DTMF tones?
9. What is E.164?
1. What do I need to use the Cepap service?
For SIP forwarding: You need a SIP compatible equipment
with a public IP address and capable of receiving calls
without being registered. Cepap does not provide SIP
registration nor NAT traversal service. You can contact
FreeTEL System for Intelligent SIP Device.
For PSTN forwarding: You only need your existing PSTN
phone number.
For Online Account forwarding: You only need your
existing online Account {Yahoo Messenger, MSN Messenger,
Google Talk, Skype, Gizmo...}.
2. I do not have a public IP and I only
have a SIP phone, can I use the Cepap service?
It might work however Cepap will not support users
behind NAT and with dynamic IP addresses.
If this is your situation let us know and we will refer
you to one of our resellers near you.
3.
How do we need to configure our equipment to interoperate
with Cepap?
We are compiling a list of sample configurations for
all compatible and tested equipments. Please contact us
for more information.
4.
What is SIP?
SIP is the Session Initiation Protocol, defined in RFC
3261. It is the most widely used standard for VoIP
signaling. It was designed to be a general purpose way
to set up real-time multimedia sessions between groups of
participants. SIP is used during and after the call
setup.
5.
What is a SIP URI?
URI Means Uniform Resource Identifier. A SIP URI is
used to identify an entity to be addressed via SIP, just
like an email address identifies the email recipient. The
general format of a SIP URI is USER@DOMAIN:PORT, where
USER identifies the particular user to address. The
user can be a phone number, if this is supported by the
SIP server. DOMAIN can be a fully-qualified domain name or a
numeric IP address. PORT is optional, and if not specified then the
standard value 5060 will be used.
Examples of valid SIP URI is: 1223334444@sip.cepap.com or
user1@10.10.10.10:5090
6.
What is a VoIP codec?
The word codec comes from COder/DECoder. A codec
defines the algorithm used to convert analog signal into
digital signal and vice versa. Each algorithm consumes
different amount of bandwidth and provides different
voice quality level. In the VoIP world the codecs are
used to encode the voice for transmission across an IP
backbone. Another name for VoIP codecs is vocoders.
7.
Which codecs do you support?
We support the standard codecs G729 and G711.
8.
How do you carry the DTMF tones?
We carry DTMF as RTP payload RFC 2833. This is
the standard way to carry out-of-band DTMF via SIP. It
has the advantage that it provides accurate timing and
alignment with the speech RTP packets.
9.
What is E.164?
E.164 is an international numbering plan for public
phone systems in which each assigned number contains a
country code, an area code, and a subscriber number.
There can be up to 15 digits in an E.164 number.
The E.164 plan was originally developed by the
International Telecommunication Union (ITU).
Example of phone numbers written in E.164 format:
12121234567 {country: USA - 1, area: New York - 212,
local number: 1234567}
442071234567 {country: UK - 44, area: London - 207, local
number: 1234567}
81312345678 {country: Japan - 81, area: Tokyo - 3, local
number: 1234567} |
|
|
