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Questions: |
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1
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How do I sign up for the
i-Line service?
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2
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Will I be able to dial
911 from my i-Line service?
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3
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What equipment do I need
to run the i-Line service?
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4
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Can I get the i-Line
service if I don't have a high speed internet connection?
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5
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Is there a difference
between using DSL or Cable modem when using the i-Line
service?
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6
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Do I need to have my
High Speed Internet connection with your company?
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7
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Do I need a static IP?
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8
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What are the bandwidth
requirements for the i-Line service?
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9
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How can I activate or
edit features of the i-Line service?
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10
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How do I enable caller
ID blocking on my i-Line account?
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11
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What's reverse calling? |
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12
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How do I enable my voicemail? |
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13
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How do I check my voicemail? |
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14
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How does reverse
calling apply to the i-Line service? |
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15
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Can I use the
i-Line
service over dial up internet connection? |
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16
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If I move to another
city can I take the service with me?
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17
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How do I keep track of
all the per minute charges?
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18
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I don't get dial tone
what should I do? |
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19
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I am experiencing poor
audio quality (packet loss, dropouts, one way audio, echo,
latency) when placing or receiving calls. How can I fix
this?
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20
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How do I contact
Technical Support? |
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Answers: |
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1 |
You can sign up
online or by telephone. All services require you to choose one of our PAP
(Pre-Authorized Payment) options, direct bank debit or
credit card. |
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2 |
With our 911
Dialing feature, we use the address you provide to determine the
nearest emergency response centre. When the centre receives your
call, the operator may not have your address and/or phone number
on hand, so you must provide that information in order to get
help.
Also note that
if you move your device to a different location you must contact
us to update your 911 dialing information with your new address.
Traveling with
911; unlike traditional phone lines, you can use the i-Line
service anywhere. Our service is portable to any location with
broadband Internet access. We use the address you provide to
determine the nearest emergency response centre. When you move
or travel with your phone adapter, you must contact us to update
your new location.
Service
outages can prevent 911 dialing and the i-line service will
not function during an electrical power or broadband provider
outage.
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3 |
For our i-Line
service all you require is High Speed Internet, an Internet
Telephone adapter (provided by Unitz) and any regular
telephone. |
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4 |
Unfortunately
our i-Line service requires a High-Speed Internet
connection. |
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5 |
Both DSL and cable modem
services provide sufficient broadband Internet access
bandwidth to support the i-Line service. |
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6 |
No, you can keep
you current ISP (Internet Service Provider) but we can not
guaranty the quality of the service when using someone else
High Speed Network. For the highest quality we recommend
using one of our High Speed Internet options. |
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7 |
You do not need a static IP address to use
the i-Line service. The i-Line gateway will automatically
inform our server if your
IP changes. |
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8 |
The i-Line
service uses advanced compression technology that is based
on G.729, an international voice compression standard. Many
factors associated with your broadband connection including
delay, packet loss and bandwidth can affect audio quality.
Generally, the best results are obtained with upstream and
downstream bandwidths of greater that 64 kb/s in both
directions. Each active voice line uses approximately 8
kilobits/second of total data throughput, upstream and
downstream. |
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9 |
All features can
be manipulated using the online customer portal. |
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10 |
This feature can
be enabled or disabled using the online customer portal. |
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11 |
Reverse
Calling is a unique feature whereby a caller who is not a
subscriber to our service may place a call to a subscriber
and not incur a long distance charge. The non-subscriber
would call one of our local access numbers and then enter
the telephone number of the Unitz subscriber. Our system
then processes the call by calling the valid subscriber and
connecting the two parties. |
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12 |
If you have not received a
pass code for your voice mail, contact our
technical
support and they will setup your voice mail. |
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13 |
Checking your
voice mail is simple. Dial *98, enter your pass code and
follow the voice prompts.
If you need to access your voice mail while away from home,
you can dial any of our access
numbers, dial *98, enter your 10 digit telephone number
and follow the voice prompts. |
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14 |
Reverse
calling allows friends and family to call without incurring
long distance charges.
The subscriber must be signed up for reverse calling to use
this feature. To call an i-line using reverse calling, you
must dial one of our access
numbers, wait for dial tone and dial the 10 digit
telephone number of the subscriber. |
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15 |
Unfortunately
Dial-Up internet connections do not have enough bandwidth to
support our i-Line service. |
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16 |
Yes, the i-Line
VoIP Gateway can be moved to any location in the world as
long as a high-quality high speed internet connection is
available. |
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17 |
To make it
easy to track your per minute usage simply log on to our
online
customer portal and get
real time logs of all your calls. |
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18 |
If you
don't get a dial tone do the following:
First,
Check the connections between your modem and the i-Line
gateway. Ensure that the Power and WAN lights are on (depending on your configuration, the LAN
light may also be on).
Second thing to try:
Power cycle your i-Line gateway by unplugging and plugging
the power wire to the i-Line.
Third thing to try:
Check your PC to be sure that it has been assigned an IP
address by the i-Line Gateway. If an IP address has been
assigned, Try to ping the i-Line; from your Windows run
command window, for example:
Start -> Run -> cmd (or command)
ping 192.168.1.1 (default IP address of the i-Line gateway)
If you still do not have dial tone, contact our
technical support by telephone
or e-mail. |
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19 |
1. Are you running any sort of internet
file/music sharing program such as KaZaa on your computer?
These kinds of programs create a lot of jitter on your
connection, and sometimes consume all available bandwidth
which could cause quality issues. Try disabling or
uninstalling your file sharing applications to see if this
improves the quality.
2. If you still have an issue after trying the above, please
try changing the phone that you are using with
your i-Line gateway just to make sure no acoustic echo
is happening within the phone itself. Also, sometimes bad
handsets can cause the voice to sound like a bad cellular
connection.
3. Try running this simple test (make sure that no internet
file/music sharing programs are running), please go to ,
Start --> Run --> command and type
ping -t shade.unitz.ca
Let it run for a minute or two and look at the round-trip
time of the packets, are they going up and down
significantly? (they should be around the same number each
time the measurement prints out). Is there any spike in the
round-trip times? If yes, there is jitter on your
connection. Stop the test (Ctrl+C) and look at the brief
results to see if there is any packet loss. Look
at the min/avg/max round-trip time of the packets as well.
If there is packet loss and if the level of the jitter
is high you need to
contact us.
If the avg time is greater than 300ms you will notice and experience
that same latency in your calls.
4. If the internet connection looks fine and you still
experience the problem, please provide us with the
information regarding the latest test call that you made in
which you experienced audio quality problems (caller and
called numbers, date and time, which side was experiencing
the issue, and exact description of the issue). Providing us
with the ping test results above will also help us isolate
the issue. |
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20 |
You can obtain further support
here. |
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