FAQ's

VoIP (or Voice over Internet Protocol) is voice, facsimile, and/or voice-messaging applications — that are transported via the Internet, rather than the public switched telephone network (PSTN).

The basic steps involved in originating an Internet telephone call are conversion of the analog voice signal to digital format and compression/translation of the signal into Internet protocol (IP) packets for transmission over the Internet; the process is reversed at the receiving end. One advantage of VoIP is that the telephone calls over the Internet do not incur a surcharge beyond what the user is paying for Internet access, much in the same way that the user doesn’t pay for sending individual e-mails over the Internet.

DSL – 3 Mbps downstream and 384 Kbps upstream
T1 – 1.544 Mbps upstream and downstream
Bonded T1s – 3 Mbps upstream and downstream
Ethernet over Copper – 3 Mbps upstream and downstream
Metro Ethernet – 3 Mbps or more upstream and downstream

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Please refer to our vFax sending procedure.

You can keep your existing phone numbers. Please refer to our Phone Number Transfer Form for further information

Yes, you can use your soft phone with a wireless connection; however, there are several potential factors that can effect the quality connection that are not controlled by nexogy. Your Internet connection speeds and packet loss will effect the voice quality.

Poor or scratchy audio is most often a symptom of a problem with your network connection, network performance, or network card and access point drivers.

1. If you're using a wireless Internet connection, you may be out of range of an access point.

2. Radio Frequency (RF) interference originating from multiple access points on similar channels or other devices nearby can cause sound quality problems. To prevent this, you or your network administrator must configure access points so they are separated by at least five channels. Be careful when setting up a nexogy SIP User Agent in lab areas where there tends to be higher RF interference.

3. There may be packet loss on the IP network. Check the network performance, latency, and throughput. 200 millisecond round trip latency as determined from a ping should deliver good quality audio.

4. Network cards or access points may have performance problems. Make sure you are using the latest Drivers.

There are several reasons that will cause an echo with your soft phone, most of them related to the hardware you are using to hear or speak.

• Try using a headset with your sound card. Another suggestion is to use a USB-enabled headset which bypasses system sounds because it acts as a sound device. However, if you have network problems (such as an access point that is being used at or beyond its capacity), installing a USB-enabled headset will not help, and you or your network administrator need to troubleshoot the network.

• Are you using a boom type headset? It has been noted that some boom headsets that sit on the ear can create feedback between the boom microphone and the headset.

• You may be too close in distance to the person you’re speaking to. If you’re too close you will hear both the voice being delivered from their microphone, and your microphone picking up the person’s voice in the same room or down a hallway. Together, it sounds like an echo.

• The microphone balance is not muted in the playback section of Windows audio controls. When you are configuring sound, you may need to examine the volume control setting. You, as the caller will hear an echo if your microphone can pick up your speaker sounds, such as when not using a headset.

• The microphone level may be too high or the amplifier is turned on in the generic Windows audio controls. On the Advanced Controls box, there is an optional setting to increase the sensitivity of the microphone. Using this setting (generically “Enable microphone booster”) can set the microphone level too high.

Yes, you can use your nexogy IP and soft phone from your home or your office as long as you have access to a reliable broadband connection.

The minimum bandwidth of a high-speed Internet connection is approximately 256Kbps (kilobits per second). In most cases, the normal VoIP telephone call will use up to 100Kbps. A fax sent over VoIP will require about the same amount. Keep in mind that while voice calls are somewhat tolerant of reduced bandwidth, sending and receiving faxes are not. Fax protocols do not allow for missing or heavily delayed packets, so a fax transmission may not complete if sufficient bandwidth is not available.

You can bring phones that use the Skinny Call Protocol to nexogy's network; examples of skinny clients include the Cisco 7900 series of IP phones.

The following phones are compatible:

1. Cisco IP Phone 7940 G

2. Cisco IP Phone 7960 G

3. Linksys IP Phone SPA 942

4. Cisco IP Phone 7911

5. Aastra 35iCT (9480i CT)

6. Polycom Phones models: 550, 650, 301, 320, 501 & 601 (SIP Protocol)

nexogy offers two convenient services for your conferencing needs:

1. Ad Hoc Conference allows you to make immediate conference calls with up to 5 participants directly from your IP Phone. Simply put a call on hold, dial and conference other participants.

2. Meet me Conference allows a conference call to be scheduled and all participants join in by dialing an access number and pass code. The conference can be set up from the Web Portal and every attendee will receive an email with the login information. Three plans are available for Meet Me Conferences:
   • On demand: billed per conference and minute per attendee.
   • Unlimited 10: unlimited conferences up to 10 attendees.
   • Unlimited 20: unlimited conferences up to 20 attendees.

Yes, there are no limitations on how you can be reached; you can be called from mobile or regular phones.

Yes, just provide us with an out-of-service-condition phone number and during the outage, all calls will be forwarded to the landline or cell phone number you provided. Also, if you have configured the find-me-follow-me feature or forwarded your number to another line, calls will still be received as per your configuration.

You can make internal and external calls to any phone number anywhere in the world. Additionally, you may be able to speak with more than one person at a time using a feature commonly known as "Conference Calling" or "Three-way Calling".

Mobile phones supported on nexogy applications are: iPhone®, Blackberry® and those with the Android® operating system. Apps can be downloaded from the Apple App Store or Blackberry App World or by visiting www.nexogy.com/nexogyvoice from your mobile.

Use your nexogy phone number to log in to the web portal to manage your account; you can administer several useful features from your computer. Web portal access requires an activation fee and password to log in. Contact our help desk at 1-866-NEXOGY1 for more information.

1. Automatically populates with your company's directory

2. Easy searches for colleague’s extensions and click-to-dial immediate conference in capabilities

3. Provides the ability to leave a voicemail directly to anyone under the corporate directory without making a call

4. Contacts are automatically updated as changes occur

5. Forward voicemails to another person or to a voicemail distribution list

6. Categorize saved or delete unwanted voicemail messages

7. See caller information, with click-to-dial functionality

8. Listen to your voicemail messages either on your computer speakers or at the phone itself by clicking on the
   appropriate icon

9. Create an advanced forwarding treatment for your calls

10. Multiple lists allow for different situations

11. Set customized rules to treat incoming calls

12. Initiate conference calls with a simple click wh ile on an active call

nexogy bills one month ahead for all recurring monthly charges and the usage of the month being billed. For example, in the January invoice, the invoice will show the Monthly Recurring Charges (MRC) for February and the usage (national long distance calls, 411 Calls, international calls, etc) of January. If your first invoice, or the setup invoice, is the January invoice you will also see the prorated charges of the current month. Therefore you will be charged for:

1. MRC's of February

2. Prorated Charge of January

3. One time charges for any equipment purchased

4. Usage

The free month covers the basic recurring monthly charges. It does not cover equipment, prorated charges, additional usage (national & international long distance calling, etc) or taxes.

Please send a written request through email, fax, or mail, detailing which services you would like to cancel. Please be aware that if you are under contract there will be a cancellation fee.

• Email: billingsupport@nexogy.com

• Fax: 786-272-5943

• Mail: 5757 Blue Lagoon Drive, Suite 190, Miami, FL 33126

You can make a payment by mailing us a check, through wire transfer or by credit card over the phone.

• Billing: (305) 358-8952 ext. *33

• Wire Transfer Info:
  Bank: Wachovia Bank, N.A.
  ABA: 063000021
  Beneficiary: LD Telecommunications, Inc.
  Account: 2000037070454

• ACH Transfers:
  Bank: Wachovia Bank, N.A.
  ABA: 067006432
  Beneficiary: LD Telecommunications, Inc.
  Account: 2000037070454