| Download & Setup |
 | What is SoftPhone? |
 | The SoftPhone is a software that offers the freedom and convenience of making and receiving calls from your desktop computer or PC. |
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| What’s the difference between the Call Log in the SoftPhone and the Call History in my web account? |
| The Call Log in the SoftPhone is stored locally in your PC. In most cases, they should match the Call History in your web account. The call logs in your SoftPhone and the call history in your web account might have a few seconds difference and that’s because the SoftPhone log is kept by your PC and call history log in your web account is kept in our system. |
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| How do I download the SoftPhone software and set it up on my Windows PC*? |
| Make sure to exit any software applications that use sound, such as CD and media players and that your microphone and speakers are on. For better voice quality, it is recommended that you use a headset, to prevent the sounds feeding back to the microphone, causing echoes. The microphone can be a built-in on the PC or an external one. - Download the SoftPhone software installer by logging onto your web account and going to the Download Center.
- Click on ‘Download’ and run the installer. Most users can simply click on "Next", select the "I accept the license agreement" option, and keep clicking "Next" until "Finish." Then click "Finish."
- When installation is finished, open your Start menu and click Programs > OneSuite > OneSuite. This will start the OneSuite SoftPhone software.
- You will need to enter your OneSuite UserID and SoftPhone password into the following box.
- You can retrieve your OneSuite SoftPhone password by clicking on “Retrieve your password here” in Download Center. Then you will be lead to your OneSuite SoftPhone password. Please be sure to enter the OneSuite SoftPhone password exactly as they appear on the page.
- When you have completed this, click "Ok." Your OneSuite SoftPhone is now ready for use.
For step-by-step screenshot instructions, please click here. NOTE: If you are a Win98 user and you are experiencing problems, please try upgrading the Operating System to Win2k/XP or better. OneSuite doesn't support technical problems experienced when having our SoftPhone on a Win98 platform. |
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| How do I re-login to my SoftPhone after I have changed my SoftPhone password? |
| - On your SoftPhone, click on the “Options” button located in the center of the phone. The “Option” window will appear.
- Choose the “Profiles” tab
- Click on the “OneSuite” service under Profiles.
- Click on the “Initialize…” button.
- Enter in your new SoftPhone password, then click OK.
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| Can you tell me the function of each button at the SoftPhone faceplate? |
| For detailed information, please click here. |
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| Service Issues |
| How do I report a service issue to you? |
| Simply email us at voip@onesuite.com with your user name, account number, and detailed description of the problem.. |
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| Suddenly I am not able to make or receive any calls. Why? |
| We recommend that you always check your account balance before making a call. To call a specific destination, you need to have enough credits to make at least a 1-minute call. Please check your account balance and the actual rate for the destination. Please also verify if your password has not been changed. You may try re-entering your password again.
Or, you may not be able to make or receive calls because SoftPhone cannot be registered with our proxy server. If the SoftPhone is not registered, the OneSuite proxy server will not be able to route calls to the device. When a call is unable to reach the SoftPhone, OneSuite will route the call to your voicemail.
There may be a few reasons why your phone adapter is not able to register the OneSuite proxies: - Power outages
- Lost of Internet connectivity
- Router/firewall security options blocking OneSuite traffic
If this problem occurs, please verify that you have Internet connectivity and/or check your router/firewall security settings and reboot your computer. |
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| What is the cause of echo and is there any way to prevent this? |
| In a voice telephone call, an echo occurs when you hear your own voice repeated. Problems with echo always originate from the far end of your call. This is due to the latency on your Internet connection causing the delayed playback of your voice. This typically happens over traditional phone lines, but with minimal latency, the echo usually goes unnoticed.
There are two conditions echo can occur: - Electricall through poor quality phone cables.
- Acoustically (feedback) through sound waves between the phone's speaker and microphone.
For SoftPhone users, we recommend the use of headsets, which can prevent the sounds feeding back to the microphone, causing echoes at the other end. Please adjust your speaker and microphone level appropriately to avoid choppiness in your voice. If the echo occurs at your end, we recommend asking the other party to lower the phone volume in order to reduce the feedback of your voice. If none of the above could acoustically reduce echoes, the echo may be a result of poor phone cable quality, in which case we suggest that the other party check with their telephone service provider.
As a last resort, we suggest that the other party try different telephone sets to reduce echo, as some telephones have special echo-cancellation technology. Quality of the telephone plays an important role. However, higher priced units do not always guarantee higher quality calls in terms of echo-cancellation. Echo-cancellation is dependent upon the internal technology of the telephone, and how the transmitting and receiving signals are exchanged. Some manufacturers (Panasonic among others) make phones with separate transmitting and receiving paths, which the companies claim significantly reduce echo. |
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| What is the cause of choppy calls and is there any way to fix this? |
| Choppy calls are usually caused by high latency or packet loss in the ISP's network. - High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
- Packet loss occurs when information is lost over your Internet connection.
Either situation can be caused by ISP (Internet service provider) problems, Internet congestion, or heavy bandwidth usage such as online gaming or file sharing.
You can determine if there is any problem through Internet speed tests. If your upload or download speed is lower than your ISP's advertised speeds, you may be experiencing Internet connectivity problems. |
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| What is the cause of dropped calls? |
| Dropped calls are usually associated with Internet connectivity issues. High latency and packet loss can affect your call. - High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
- Packet loss occurs when information is lost over your Internet connection.
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| What happens if my router is not VoIP friendly? |
| Most routers are compatible with OneSuite’s VoIP service. The following is a list of routers that are known to work well with OneSuite’s VoIP service. Please keep in mind it’s only a partial list. If your router is not listed, it doesn’t mean it’s not compatible with OneSuite’s VoIP service. It just means that we may not be able to provide OneSuite VoIP service with your router. If your router is not VoIP friendly, we recommend the following routers: Apple Airport Extreme
Belkin F5D5230-4
D-Link 524 Airplus G
D-Link DI-804V
Linksys BEFSX41
Linksys WRT54G
Microsoft Wired Base Station MN-100
Microsoft Wireless Base Station MN-500
Motorola WR850G
Netgear FR114P
Netgear FW114P
Netgear RP614
Netgear WGR614
Netgear WGT624
Netopia R910 Ethernet Router
SMC Barricade SMC7004FW
Sony PCWA-AR300
Sonicwall SOHO3, APL04-022
SpeedStream SS2604, SCCC575C
SpeedStream SS2524, SCCF-131A
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| I logged on to the SoftPhone but when I make a call I hear a continuous beeping sound and the SoftPhone is not responsive, what should I do? |
| Please do not panic at this moment. Please turn off the SoftPhone and turn on the SoftPhone again. Once you have the SoftPhone turned on again, please go to the “Options” by clicking on the red round button in the middle of the phone. The “Options” window will appear. Go to the “Audio” tab and UNCHECK the option which says “Enable DirectSound for improved audio performance”. Then try making a call again. If this does not work, please contact customer service. |
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| How do I make a test call before contacting customer support for technical support? |
| We call this an Echo Test.
First, dial 600. You will hear a prompt asking you to speak after the prompt. If you hear this prompt, that means you should have no problem hearing the other party. If you can’t hear the prompt, you should stop at this moment and read through all other FAQs to determine your problems or you may contact customer service for help. Second, speak after the voice prompt. You should be able to hear your own recording after you finsh. If you don’t hear your own “echo”, that means the other party can’t hear you.
If you have problem with the first and second steps above, please contact customer service and describe your Echo Test result. |
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| What are some other known problems associated with VoIP? |
| Very restrictive corporate firewalls: At current setting, SuiteAdvantage works with most standard firewalls and gateway configurations. However, some very strict corporate firewalls which only allow TCP connections on a restricted number of ports may not allow SuiteAdvantage connection at the moment. If your firewall does not allow you to use SuiteAdvantage, please inform your system administrator so that they can allow the appropriate access necessary for SuiteAdvantage to run. |
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| Will I be able to use other registration media to access OneSuite's VoIP platform? |
| OneSuite will only provide support to OneSuite labeled softphone and OneSuite labeled equipments. You may use the following information for your own registration media, however, please keep in mind that we will not be able to provide support if you experience any difficulties using your own registration media. PROXY DOMAIN : voip.onesuite.com
PORT : 5060
DTMF : rfc2833/rtp
RTP PAYLOAD : 101
REGISTRATION TIMER : 180 seconds
AUDIO CODEC : GSM, G.711u |
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