Voip Telephone Service
1. What is VoIP?
VoIP (the acronym stands for Voice Over IP) is a technology that allows voice conversations to be routed over the Internet. The caller's voice is converted by the computer into data units flowing over the Internet. Another computer receives the data and turns it back into voice.
Every VoIP account is made of an identification number (URI) and a password which make you recognizable by the Messagenet VoIP network.
Other configuration parameters are available in the VoIP software guide.
You can use virtual numbers to call and to be called for free by other Messagenet users (FreeNumber or SmartNumber), or by other VoIP operators.
VIRTUAL NUMBER and URI: the virtual number identifies your VoIP account inside the VoIP network and can be used to make calls from one VoIP device to another. The URI is the configuration string of VoIP devices or software.
2. What does Messagenet VoIP service offer that the competition doesn't?
Messagenet provides its customers with a plan made up of two products: FreeNumber and SmartNumber. FreeNumber assigns you a FREE Italian phone number to receive calls from anywhere in the world at no additional cost. With SmartNumber, at only 36.60 € (VAT included) per year, you also get an advanced voicemail service with a customisable message. You can keep your old number and receive a free recharge to start making calls immediately.
Also, with either SmartNumber or FreeNumber, you can buy a Messagenet recharge at any time to call phone numbers anywhere in the world.
3. Why should I use VoIP?
VoIP can carry voice data to anywhere that there is an Internet connection capable of broadcasting data. This makes operators like Messagenet able to provide virtual phone lines that can be used where an Internet connection is available, which means saving on the cost of a traditional line.
In addition to saving money, users have the great advantage of mobility: your VoIP phone line, including the landline number, can be moved from one place to another by simply connecting to the Internet with a specific adaptor, which can be a "little box" or a program running on your computer.
4. What do I need to use VoIP?
In order to use VoIP technology, you must have a data communication line capable of transferring the quantity of data needed to contain the voice, and a low enough bandwidth. A common ADSL line is usually a good choice. The band requirement is of a minimum of 128 Kbit/sec bidirectional, and the latency requirement is of 150 ms of RTT.
You must also have a computer with a sound card and a headset, or an adaptor, or a specific router.
5. What if I do not have an ADSL line?
You can still get the benefits of Messagenet phone voicemail! The voicemail service delivers your messages to your email address. To use this service, you only need an email address and a computer with a sound card.
6. How much does FreeNumber cost?
Absolutely nothing. FreeNumber is completely free for the subscriber.
7. How much does SmartNumber cost to receive?
SmartNumber costs 36.60 € (VAT included) plus 8.54 € (VAT included) to activate.
8. How much does a recharge cost to make calls? What is the price of calls towards the public telephone network and between users?
Recharge costs start at 6.00 € (VAT included), except for promotions. Find out about rates towards the different destinations.
PLEASE REMEMBER that you can use the SmartNumber recharge also to send faxes through the FAXout service, and to send SMS messages from the web. See our rates.
CALLS BETWEEN Messagenet USERS, made towards the "VIRTUAL" number, ARE ALWAYS FREE
9. How much does it cost to call a FreeNumber or a SmartNumber?
People making calls to a FreeNumber or a SmartNumber pay the normal price of a call to that area code. For instance, if your FreeNumber has a 011 area code and someone calls you from Turin, the caller will be paying for an ordinary local call.
10. Who can call a FreeNumber or a SmartNumber?
FreeNumber or SmartNumber are normal Italian phone numbers, and can be called by anyone who is able to call Italian landline numbers.
11. How can my IP phone or my software make and receive calls?
The IP phone, or the software connected to the Messagenet switchboard, uses a protocol called SIP (Session Initiation Protocol) which allows it to record the Internet address through which it is being connected to the Messagenet switchboard. Then the switchboard can forward the calls to its number. In order to do this and to identify the user associated to a specific phone, all SIP terminals must have an identification (URI) and a password, which Messagenet assigns to its subscribers.
12. How secure is VoIP communication?
A VoIP communication may be considered reasonably secure, even if it is NOT encrypted or enciphered in any way. Intercepting a VoIP communication is possible only by accessing the machines that make up the VoIP network and/or the Internet network. The authentication through which the caller is identified is protected by a hashing protocol, which is very difficult to crack.
13. How do the call forwarding and the voicemail services work?
With SmartNumber and FreeNumber, you can activate incoming call forwarding (call divert) in one of the following cases:
- if there is no answer
- if the line is busy
- if the phone is unreachable or not registered
FreeNumber voicemail converts messages into MP3 files which are automatically delivered to your email address.
SmartNumber includes a complete voicemail service that lets you record your welcome message. You can receive messages in a convenient MP3 format directly in your mailbox, or listen to them on your computer from the web. You can access the voicemail service also by dialling the VoIP internal number 4242 or the geographical numbers +39 02 8717-4242 or +39 06 9292-4242. The automatic responder (IVR) lets you listen to you voicemail messages, change your call forwarding settings, activate the voicemail service and customize your welcome messages.
14. Which software can I use with Messagenet VoIP services?
We suggest using X-Lite or one of the other types of software suggested on the page "Phones and Software". In any case, it is possible to use our VoIP services with any client that uses the SIP protocol.
You can also make and receive calls without having to install or configure any software if you use our WebPhone.
15. What is Messagenet WebPhone?
Messagenet WebPhone is a Java application that lets you make and receive calls directly from the web without having to install or configure anything.
To use the WebPhone, you will have to activate one of our VoIP services and have a computer with a Java plug-in: then you can just access your personal page and you can start making and receiving calls right away.
16. Which telephones or adapters can I use with Messagenet VoIP services?
Many devices and VoIP telephones that are currently available for sale work very well with our services: you can use all phones and adapters compatible with SIP standard.
17. Does my VoIP phone show the CLI (Caller ID)? What will appear as my CLI on the phone of the person I'm calling?
If you are using a phone or software that allows the visualisation of CLI, and if the CLI is made available on the network, the caller's CLI will appear. You can choose to make your FreeNumber or SmartNumber visible on the recipient's phone from the configuration pages.Visualisation of the outgoing CLI is available only for numbers with an Italian area code.
It is not possible enable the outgoing CLI if you activated your number before December 2009: please write to firstname.lastname@example.org to know your options about it.
18. What is the "VIRTUAL" number I receive with FreeNumber or SmartNumber?
It is a number which identifies you on the Messagenet network and which can be used by other Messagenet users to call you for free.
19. VoIP service is not working. What do I do?
Make sure you comply with minimum requirements, that your telephone or software are correctly configured and that your Internet connection is working properly. If you are using a firewall, configure it as follows and try again:
- UDP & TCP through 220.127.116.11/27 and 18.104.22.168/24 on the ports 5060 and 5061 with the relative answers;
- UDP through 22.214.171.124/27 and 126.96.36.199/24 on the ports from 10000 through 65000 with the relative answers.
If doesn't work, please read FAQ n.21 below.
20. The VoIP service works, but I'm hearing scratches in the voice, or the voice "fades out". What is happening? What do I do?
Your line does not have enough capacity, or there is not enough network capacity between your provider and Messagenet. When you are on the phone, try stopping all the programs that send or receive any kind of data, both on your computer and on other ones sharing the same line.
21. Proxy Ports
Messagenet VoIP services work with the standard 5060 port and the 5061 port, which can be used if the 5060 is disabled.
22. Other malfunctions or questions
Please write to email@example.com and explain your question or the malfunction you want to report. Include all of the information we need to identify you if you are a user (User ID and phone number).
1. I am unable to make phone calls with the WebPhone, which may be the problem?
First of all make sure you have sufficient credit to make the call. Please note that your credit balance is always displayed in the box at the top right when logged on our website.
Verify that you typed the number correctly and the destination is normally reachable.
If you're using a Linux operating system check also that the audio devices are not in use by other programs (like an music player, video and so)
2. I keep getting a "General error" message, what can I do?
First we suggest that you clear the Java cache. You can clear the cache following the instructions at the page: http://www.java.com/en/download/help/plugin_cache.xml
Then restart your browser and reload the WebPhone.
If you use Windows operating system (XP and later) you can also try the Internet Explorer recovery procedure described at the page: http://support.microsoft.com/kb/318378
With Windows 7 64bit you may also need to disable the "protected mode" in Internet Explorer. This can be done as follows:
- Open Internet Explorer 7 and click on "Tools > Internet Options".
- In the "Internet Options" window, click on the "Security" tab.
- Uncheck the "Enable Protected Mode" checkbox then confirm clicking "OK".
3. How do I configure the audio device on Windows?
If you are using Windows XP you can not configure which audio device use from our WebPhone: audio configuration is still possible from Windows Control Panel.
If you are using Windows Vista or 7 you can configure only the audio output device directly from our WebPhone: you can configure the audio input device from Windows Control Panel.
Telephone Number Portability
What are the conditions for transferring my number for the Messagenet SmartNumber service?
Number Portability can be completed only if you have the migration code provided by the telephone operator for line, and if there is only one number on a traditional analog or single ISDN line. In both cases, there cannot be an ADSL line present on the line, either contractually or physically.
It is also necessary that the request be made by the subscriber of the line. All invoices for the line to be transferred must be paid up.
Providing exact information is the best guarantee for fast, trouble-free number portability.
When the number is transferred to Messagenet, the customer loses all additional services connected with the line.
Which services must I activate to have Number Portability with Messagenet?
Number Portability is a free additional option with the service SmartNumber. To get it, you must activate a SmartNumber that will let you make and receive calls with VoIP technology.
How long does Number Portability take for the SmartNumber service?
Approximately three weeks.
Is it possible to transfer my number to Messagenet and still keep the ADSL associated with the line?
No. If the line has an associated ADSL line, it is not possible to activate the Number Portability option (see the Terms and Conditions)
Is it possible to activate the Number Portability option on a “Shared Access” line?
No (see the Terms and Conditions)
After transferring my number, can I continue to receive calls at the temporary geographical number assigned by Messagenet?
No. As soon as the Number Portability procedure is completed, the temporary number issued to you by Messagenet will no longer be usable and SmartNumber will become active on your old number.
Is it possible to port the number of an ISDN line to Messagenet?
Yes. Only if it is a single ISDN and there is NOT and ADSL line physically or contractually present on it.
It is possible to port the number of a decadic PRI line to Messagenet?
No, Number Portability is only possible for traditional single lines or single ISDN lines.
How can Messagenet offer Number Portability?
Number Portability is a service that Messagenet can provide upon request and under specific conditions because it is an operator with a general authorisation to provide telephone service accessible to the public throughout the Italian territory issued by the Telecommunications sector of the Ministero delle Attività Produttive.
How can I transfer my number to Messagenet?
You can transfer your number to Messagenet (instead of receiving a new number) when activating a new SmartNumber. You can do this by following these simple instructions:
- complete the online procedure for Number Portability by providing your details;
- pay the annual fee and the activation fee for SmartNumber with a credit card or bank transfer
- Send Messagenet the following documents:
These documents must be sent in one of the following ways:
- the last invoice for the number you want to transfer with the sentence "tutte le bollette precedenti risultano pagate" (all previous invoices are paid up)
- for a natural person: a copy of the identification document of the person who will be identified as the subscriber of the line;
for a legal person: business entity certificate not older than 6 months and a copy of the identity document of whom have power of signature;
- authorisation forms filled out and signed
- via fax to the number 0291390400;
- via e-mail to the address firstname.lastname@example.org as an attachment in TIFF or PDF format.
As soon as you have made the payment, you will get an email from Messagenet containing a temporary number with the same prefix as your old number, and the instructions that explain how to start calling and receiving calls immediately.
When the documents arrive, Messagenet starts the Number Portability procedure, which takes about three weeks to complete. As soon as it is possible, we will send you a message with the actual date of passage from your temporary number to your old number. After this date, the temporary number assigned by Messagenet will no longer be available, and SmartNumber will become active on your old number.
What are the General Conditions of SmartNumber with Number Portability?
The annual fee and the activation fee must be paid regardless of whether the service is used or not, and regardless of whether the procedure was successfully completed or not (for reasons that could NOT be controlled by Messagenet).
Upon request, Messagenet will refund the entire price paid for the service SmartNumber, only if the Number Portability procedure was not successfully completed and the following conditions occurred:
- these requirements were scrupulously observed
- the documentation provided was complete and correct
- the customer did nothing to hinder the Number Portability procedure, such as giving incomplete or incorrect information to previous telephone operator, which could ask for confirmation or details about the procedure in course, also through automatic phone calls or through the operator.