GLOBALINX dta and mobile video

Transcription

1 GLOBALINX dta and mobile video frequently asked questions HOW DO I SET UP MY GLOBALINX DTA TO BEGIN USING MY SERVICE? If you need to connect your GLOBALINX DTA, a copy of our quick installation guide is available here, providing all necessary steps to get your GLOBALINX service up and running. Should you have any additional questions, our customer service team can be reached by at [email protected] or via phone at or toll free (from landlines only) at WHAT ARE MY STARTUP COSTS? GLOBALINX startup costs include the 6 or 12 month GLOBALINX Premium plan you purchase and the shipping cost for your device. The total will be billed to your credit card right after you confirm your order unless you select to pay cash. If you are paying cash, you will be required to be make a full deposit for the amount of your order at a local BDO bank branch to complete your purchase. WHAT ARE THE BASIC REQUIREMENTS TO USE GLOBALINX? You need high-speed Internet access, a touchtone phone and a GLOBALINX device capable of transmitting and receiving VoIP. While standard phones use a Telephone Adapter to do this, SIP (Session Initiation Protocol) Phones come VoIP-ready. WHAT IS VOIP? VoIP (Voice over Internet Protocol) allows you to make and receive phone calls over your high-speed Internet connection. Calls can be made using a wide variety of devices including a standard touch-tone phone. With a good connection, you get the same quality as with traditional phone service, but you typically get many more features than with a local telephone company. WHAT IS BROADBAND OR HIGH-SPEED INTERNET ACCESS? The most common high-speed connections for homes are DSL (Digital Subscriber Line) and Cable modems running at 256K to 768K (Kilobits per second). Businesses typically use either DSL running at 768K to 2M (Megabits per second) or connections known as T-1 (1.5M), T-3 (45M), or Ethernet (10M to 100M or even 1G). Wireless Internet access services like WiFi and WiMax are starting to become popular as well. You can use GLOBALINX over any of these broadband Internet connections. You can check your Internet connection speed by clicking here -

2 WILL GLOBALINX WORK WITH A DIAL-UP INTERNET CONNECTION? No, we do not support using our service over a dial up internet connection. IF MY PC CONNECTS TO THE INTERNET THROUGH A USB PORT ON MY DSL/CABLE MODEM AND HAS NO ETHERNET PORT, HOW DO I CONNECT THE GLOBALINX DTA? To use GLOBALINX, you will need to convert your high-speed Internet connection from USB to Ethernet. You can do this by connecting a router between your DSL/cable modem and your computer, and then connecting your GLOBALINX device to an Ethernet port on your router. WHAT AREAS CAN I CALL? Service is available to landlines in the following countries and calling areas, and mobile phones in the countries specified. Andorra Argentina Australia Austria Bahamas Bangladesh Belgium Brazil Brunei Darussalam Bulgaria Canada Chile China Colombia Croatia Cyprus Czech Republic Denmark Dominican Republic Estonia Finland France Georgia Germany Greece Guadeloupe Guam Hong Kong Hungary Iceland India Indonesia Ireland Israel Italy Japan Jordan Latvia Lithuania Luxembourg Martinique Macau Macedonia Malaysia Malta Mexico* Monaco Netherlands New Zealand Norway Panama Peru Poland Portugal Puerto Rico Romania Russia Saipan San Marino Singapore Slovakia Slovenia South Africa South Korea Spain Sweden Switzerland Taiwan Thailand Turkey U.S. Virgin Islands United Kingdom U.S.A Venezuela Zambia Calling only available to countries listed above Unlimited calling to landlines and mobile devices *Unlimited calling included, where applicable

3 WHAT PORTS DO I NEED TO OPEN MY GLOBALINX DTA OR VIDEOPHONE IS BEHIND A FIREWALL? Most of our customers just connect their DTA or phone and start using the service because we have designed the service to work behind most firewalls. If you have an older or more complex firewall, make sure that UDP traffic from you to the outside world is open. Otherwise, you won t ever register with our server and won t be able to make calls. WILL GLOBALINX SERVICE WORK WITH INTERNET ACCESS OVER SATELLITE? Not reliably. Satellite service introduces quite a bit of delay or latency into an Internet connection, and that delay makes it very difficult for any VoIP service to work properly. DOES GLOBALINX WORK WITH WIFI OR WIMAX (WIRELESS INTERNET) NETWORKS? Yes. You can use GLOBALINX if your wireless Internet Service Provider (ISP) or your home network provides an Ethernet connection into which you can connect your GLOBALINX Telephone Adapter. Many GLOBALINX customers have wireless networks in their home or subscribe to a wireless ISP. HOW DO I SET UP AND USE GLOBALINX VOICE MAIL? To access or configure your voice mail, dial *09 from your GLOBALINX phone or dial your GLOBALINX phone number from any phone and press * anytime during the greeting. Then enter your password and follow the instructions to configure your setting or retrieve voice mail messages. HOW DO I MAKE LOCAL, LONG DISTANCE OR INTERNATIONAL CALLS? Dial local calls as you would with any other phone. Dialing 1 first may or may not be necessary. International country code + phone number + # # (USEFUL HINT: Pressing the # key after dialing an international number will speed up your call by up to 5 seconds.) HOW DO I GET THE GLOBALINX MOBILE VIDEO (GMV) APPLICATION? Upon completing the order process, you will receive a welcome for your service. You may choose to opt in for this free service for your Android or ios mobile device at that time. You will be randomly assigned a second GLOBALINX phone number once you have completed the activation for your GMV application.

4 HOW DO I GET THE GMV APPLICATION ON MY PHONE? You can download the application by searching for the GLOBALINX GMV in the Apple App Store or the Google Play Store. You will then download it as you would a normal application for your mobile device. HOW DOES MY IPHONE, IPAD, IPOD TOUCH, OR ANDROID DEVICE CONNECT TO GLOBALINX? Devices connect to the GLOBALINX network via a Wi-Fi or 3G/4G connection. HOW DO I KNOW IF MY DEVICE IS CONNECTED TO THE GLOBALINX NETWORK? Once the application is opened to the dialer screen, you will see Registration Successful to the right of the GLOBALINX logo. WILL MY CONTACTS BE AVAILABLE IN THE GMV APPLICATION? Yes, your saved contacts will show under the Contacts tab at the bottom of the application screen. There is not currently a Favorites tab with the application. WHAT IS VIDEO VOICE MAIL? Video Voice Mail is a feature that allows your friends and family to see and hear your personalized video greeting with full video and audio when they call your GMV phone number. You can leave video messages when calling other GMV users too! Play, save and delete messages as you would with traditional voice mail. WHO CAN USE VIDEO VOICE MAIL? Anyone with a GLOBALINX Mobile Video application. HOW DO I SET UP THE GREETING MESSAGE PEOPLE WILL SEE WHEN THEY CALL ME? Dial *09 from your GMV application, enter the password from your GMV welcome notice, then press 1 and follow the prompts. HOW DO I GET MY VIDEO VOICE MAIL MESSAGES? Dial *09 from your GMV app, enter your password, then press 1 to access your mailbox. Press 1 again to retrieve your Video Voice Mail messages. Follow the prompts from there to save, delete, repeat and more.

5 WHY ARE THE CELLUAR AND/OR GLOBALINX BUTTONS GREEN OR GREY? The color of each button is used to indicate if that mode of calling is available or not. A green button indicates that mode of calling is available and grey indicates that mode of calling is not available at that time. IF I USE GLOBALINX FROM OVERSEAS, DO I DIAL DIFFERENTLY WHEN OUTSIDE THE PHILIPPINES? IF I M TRAVELING, DO PEOPLE HAVE TO DIAL SOMETHING DIFFERENT TO REACH ME? One of the benefits of GLOBALINX is that you can make and receive calls from anywhere in the world where you have high-speed Internet access. Your dialing pattern remains the same no matter where you are, and people who want to reach you dial your number the same way they always do, no matter where you are. If you are connected to the Internet, we ll find you and deliver the call to whatever device (Telephone Adapter or GMV) you re using at the time. Call quality will depend on the quality of your broadband connection. HOW DO I MAKE A 3-WAY CONFERENCE CALL? Place a call to the first party you wish to call. Next, press the Flash button, and then call the second party. Once the second party answers, press the Flash button again to create a 3-way call. WHAT IS OUT OF SERVICE FORWARDING? Out of Service Forwarding is a feature that automatically routes all incoming calls to the phone number of your choice so you ll never miss a call due to a power or broadband failure or interruption. WHY AM I UNABLE TO DIAL CERTAIN TOLL-FREE NUMBERS? The toll-free number that you are dialing may be a regional toll-free number and not a national number. Companies using regional toll-free numbers pay toll charges for these calls. Since calls are routed via the Internet with the GLOBALINX service, the number that you are dialing from may be recognized as a long distance number and, therefore, the call may not be completed. WHY IS MY GLOBALINX SERVICE OR GLOBALINX PHONE NOT WORKING? Check all hard line connections to the phone and be sure wires are not loose. Also, check your Internet or Wi-Fi connection and make sure that you are connected properly. Remember to dial local calls as you would with any other phone. Dialing 1 first may or may not be necessary. International country code + phone number + # # (USEFUL HINT: Pressing the # key after dialing an international number will speed up your call by up to 5 seconds.)

6 Troubleshooting I DON T HEAR A DIAL TONE. You will only get dial tone from your GLOBALINX DTA if: You have existing and fully operational broadband (high-speed) access to the Internet via a DSL or Cable Modem. (You have been able to access Web pages) Your GLOBALINX DTA was properly registered AND activated prior to installation. (This was done when you signed up for the service) The GLOBALINX DTA was properly installed and each step was followed in the proper order. (The order in which you turn on devices is very important) The Status and Line 1 indicator LED s on the front panel are ON. Also, make sure your phone is hooked up to a power supply, and be sure it is disconnected from the wall jacks that traditional phone companies use. If not the DTA will not connect to the GLOBALINX service and you will not get a dial tone. WHAT IS THE CAUSE OF ECHO AND IS THERE ANYWAY TO ELIMINATE THIS PROBLEM? On VoIP calls, such as the GLOBALINX service, an echo occurs when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user is downloading a video while you are on a call). Check with your ISP if echoes occur frequently. WHAT IS THE CAUSE OF STATIC ON THE LINE? Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset. If you have a cordless telephone, it can generate static due to a weak signal between the base of the telephone and your handset. Old or low batteries in your handset can also cause static, or maybe the cordless handset is too far from the base station. If you use a wireless router, try moving it away from the GLOBALINX DTA as each wireless device may interfere with each other.

7 ALL OF A SUDDEN I AM UNABLE TO RECEIVE ANY INBOUND CALLS. WHAT IS THE CAUSE? If you had a previously functioning GLOBALINX DTA and suddenly cannot receive calls, please check the following: Were there recent power outages/disruptions that may have affected your GLOBALINX DTA? Is your ISP connection active? Did you recently change any router/firewall security options that may have impacted the GLOBALINX DTA s ability to connect to the GLOBALINX service server. If this problem occurs, please review your included Quick Install Guide and follow the exact power cycling steps for your network configuration. GLOSSARY WHAT IS A TELEPHONE ADAPTER (DTA OR ATA)? Typical home and office phones, whether corded or cordless, use analog signaling to communicate with your local telephone company s switch. A Telephone Adapter, or DTA/ATA takes those analog signals and converts them into a digital signal that can be transmitted over the Internet. WHAT IS NAT? Abbreviation for Network Address Translation or Network Address Translator. It is the translation of an Internet Protocol (IP) address used within one network to a different IP address known within another network. WHAT IS UDP? Abbreviated term for User Datagram Protocol, which allows exchange of data packets of information between computers. WHAT IS USB HANDSET? A portable IP phone that connects to a computer via the USB port.