Frequently Asked Questions

Portability

Can I take my CallSource phone home?
Yes. You can take your CallSource phone home, or to any other location with an Internet connection. As long as you have a quality network and wired internet connection, your phone will act the same way as if it was sitting on your desk back in your office. Your CallSource phone will automatically adjust to the new network settings, with no user configuration required. All you have to do is plug it in!

Auto-Attendant

How do I record Auto-Attendant prompts?
If you wish to record your own prompts, lift the hand set and dial “104”. You will then be prompted to dial the message number. (contact you account representative to learn about your dial plan message numbers) Enter the message number, speak into handset the desired message, and dial “#” to finish and save.

How do I listen to my Auto-Attendant Prompts?
To listen to previously recorded Auto-Attendant Prompts, dial “103.” You will then be prompted to enter the file number of the desired Prompt.

Voicemail

How do I configure my voicemail?
You can configure your personal voicemail box from your handset. To enter the Voicemail Menu, press the “Messages” button on your handset, or dial “101.”

You will be prompted to enter a password. The default password is “0000”, and can be changed at any time. After successfully entering the password, follow the voice-guided prompts to configure your settings. All users will generally want to record an “unavailable” and “busy” greeting, as well as their name.

How do I access my voicemail?
You can access your personal mailbox from your handset, or any CallSource phone, by dialing “101”. You may also press the “Messages” button from your personal handset.

How do I check my voicemail remotely?
Remote access to system voicemail is available on all CallSource systems. To access your voicemail remotely, call into the system, navigate (or be transferred) to your extension/voicemail box, when your message begins to play and press '*'. At the prompt, enter your password.

How do I have my voicemail sent to email?
You can have your voicemail sent directly to your email address. The voicemail comes in an audio file you play from your computer. Please call your account representative to set-up or make change your email address

You may also choose whether your voicemail is deleted from the system when it is emailed, or is left in the system for further access.

Long Distance

How do I make a long distance call?
Making a long distance call is the same as making a local call on a CallSource phone. Simply dial the 10-digit number (area code plus number) to make a long distance call. (No need to dial, “1” first)

How do I call an international number?
By default, international dialing is disabled on your telephone system. To enable international dialing, please contact your account representative. Also, please note that the “ringing tone” you hear when dialing an international number may be different than that played by your previous carrier.

Networking

What is bandwidth?
Bandwidth is a measure of how much data can be moved from one point to another in given unit of time. Bandwidth is measured in kilobits, and is frequently referred to as the size of your Internet connection.

How much bandwidth is required?
Each concurrent call requires 90 kilobits per second of bandwidth—both upload and download. For example, a T1 has 1.5 megabits per second or 1500 kilobits per second. This connection can carry around 15 concurrent calls.

Be aware that other devices in your office may also use bandwidth. If an office has computers on the same Internet connection as the telephones, they may use up all their available bandwidth. This could cause a breakdown in voice quality.

Do I need a router for my phones?
CallSource phones are network devices, and need to be plugged into a functioning router. The router needs to assign IP addresses using DHCP (the default for almost all networks), and allow voice traffic (SIP Protocol).

Do I need a firewall?
You do not need a firewall to use CallSource phones. However, a firewall is an important part of network integrity and security, and should be installed on your network's router.

Your network's firewall should allow VoIP traffic (SIP Protocol, typically ports 5060 and 5061). CallSource phones work with nearly all modern firewalls.

Do I need static or dynamic IP addressing?
CallSource phones require dynamic IP addressing (DHCP) to function properly. DHCP is typically enabled on your network's router.

If your network requires static IP addresses, CallSource phones may be manually configured with a static IP. Consult your system administrator for instructions on manually configuring addressing on your network.

Do I need an Internet connection to run CallSource phones?
Yes, you need an active Internet connection to use CallSource phones. CallSource phones are Voice Over Internet Protocol network devices which use the Internet to transfer voice from one endpoint to another.

Installation & Trouble Shooting

How do I install my CallSource phones?
CallSource phones are simple, quick to install, and easy to use. All CallSource phones are shipped pre-configured with your company and user information, so you can likely begin to use the phones as soon as they arrive.

What is packet loss and how does it affect my phone calls?
Packet loss occurs when packets of data sent from your network are lost in transport. In the context of IP telephone service, this would mean that portions of the voice stream are lost in transit.

If packers are dropping on the network, call quality will be poor. Packet loss is typically caused by either an old, about-to-fail network device or a poor internet connection.

What is latency and how does it affect my phone calls?
Latency is amount of time it takes for your network to send a request and receive a response. In the context of IP telephone service, it measures the time that elapses before the sound is transmitted to the other party.

For optimal call quality your network will need have latency of no more than 150 ms to the servers where your PBX is hosted. Typical latency is usually between 30 and 100ms. If your latency is greater than 100ms, you will likely experience poor call quality.

What is jitter and how does it affect my phone calls?
Jitter is a measurement of the consistency of latency on your network. A network experience jitter when latency spikes from 30ms to 150ms, and then back to 30ms in a few seconds.

These spikes cause call quality problems in the form of choppy and/or warped voice transmission. Optimal call quality occurs when a network connection has relatively steady latency, or low jitter.