CnCn frequently asked questions
Our user manual is available for download here.
Q: Do I need any Internet connection to use VoIP?
A: No, you can use our ANI callback service to enjoy the cheap VoIP phone rates.
Q: Shall I disconnect my phone line?
A: Please keep your existing phone line for safety reason.
For example when calling 000 emergency number in a power outage situation you need your existing phone line.
Q: Can I dial premium rate phone number?
A: We currently do not support calling of premium rate phone numbers.
Q: How can I check my balance?
A: You can either log into our website using your username/password or dial 333 from your sip phone.
Q: When I topup my account will the credit be available instantly?
A: Yes, if you topup your account online using a credit card. Once you recharge your account and return to our website your VoIP prepaid credit will be available to use right away.
Q: When I register how long will it take before my new account become active?
A: Normally your account details will be emailed to you within 1 business day or less (in most cases even within minutes).
Q: I have a particular brand of VoIP router, will it work with your service?
A: Our VoIP service should work with most(if not all) types of VoIP router/ATA as long as they are not locked.
We might not have specific instructions for your particular brand of router/ATA but if you send us a screen shot of your VoIP router/ATA configuration page we will do our best to supply you with the relavant details to help you set it up.
Q: Can I make multiple calls at the same time using one account?
A: Yes, as long as your calling pattern does not violate our terms and conditions.
Q: Can I call other clickncallnow members free?
A: Yes. From your sip phone just dial "777", then when prompted enter the other Clickncallnow's member number. If the other member is registered with their sip device their sip phone will start to ring.
OR, you can also call other CnCn members using the conference facility. Click on "Conference Call" after logged into the CnCn website, click on "Invite" and in the pop up window put in "cncnXXXXXXXXXX" where XXXX... is the CnCn member number.
You can ring your own sip phone using this facility. You will hear music onhold(from the conference room) if you are the first one called.
Q: How much does it cost to ring 13xxxx number?
A: 25 cents untimed. Here's a tip on how to reduce this cost:
Don't call the 13xxxx number directly, rather call the land line number that is linked to that 13 or 1300 number.
You can find out the equivalent land line number from here.
By calling a land line number from our VoIP service you reduce your cost from 25¢ to 10¢.
If you can't locate the land line number from the above link, next time you ring that 13 number just ask the owner/operator what their equivalent land line number is.
Q: What are the difference between different Codecs and which one shall I use with my IP phone or softphone?
A:
When making a call over the Internet, the software (soft-phone) or hardware needs to use a codec to send/receive information in a certain format and convert it to the sounds you hear.
Generally, a codec with a higher bandwidth requirements provides better voice quality (If your Internet connection is fast enough to support the codec). Most VoIP providers/hardware/licensed software will support G.711 and G.729 (However be sure to check this before purchasing hardware, or signing up with a VoIP provider!). The G.711 codec requires a connection almost 3 times faster than that required by the G.729 codec.
If you are using a free soft-phone, then G.729 will not be available to you; however, the GSM codec should be, and will give you similar call quality to that of a mobile phone.
The following table shows bandwidth requirements for many common codecs. For more informatio on codecs please refer to this Codecs Wiki.
Codec.................Bandwidth Usage (Up/Down)
G.711 (64 Kbps).......87.2 Kbps
G.729 (8 Kbps)........31.2 Kbps
G.723.1 (6.3 Kbps)....21.9 Kbps
G.723.1 (5.3 Kbps)....20.8 Kbps
G.726 (32 Kbps).......55.2 Kbps
G.726 (24 Kbps).......47.2 Kbps
G.728 (16 Kbps).......31.5 Kbps
GSM (7 or kbps).......low
ILBC (low)............low
We recommend you to use G.711 (ulaw or alaw) with our VoIP services if you are on an above 512M broadband connection. Using this codec you can have "Hi-Fi" quality sound.
If you are on a slower 64k ADSL connection then the G.729 codec is more suitable (it will lose some sound quality due to compression but will give you an overall acceptable audio).
Q: Does credit expire?
A:
Credit may expire if your account is inactive ("inactive" means not making any out-going calls within any 12 month period).
Q: X-lite takes nearly 1 minute before it dials the number I enter, how to fix that?
A:
This is probably a DNS issue with your PC. Please change the DNS servers to the ones provided by your ISP rather than using the IP address of your router as the DNS servers.
Q: I get X-lite registration error 404, what shall I do?
A:
Please make sure your username and password are correct. Please type them in rather than copy and paste from the email received from us..
A lot of the cases when using "copy and paste" there is an extra space added to your username thus making it incorrect.
Q: How to solve X-lite "Request Timed Out" error?
A:
This usually indicates a network connection problem at your end that is blocking the VoIP traffic.
Please try shutting down any firewall you have on your PC or router and see if it solves the problem. If not, please hang on to your hat and read on ...
Please make sure UDP port 5060 and UDP port range from 10,000 ~ 20,000 are open from your modem/router. You shall do a port forward on your router/modem. For information on how to port forward your particular router/modem please Click Here (opens a new window). Choose your brand of modem/router from the page and then on next page click "skip advertisement" near the top right corner and then on the next page click "X-lite".
