[ThinkTel Technical Support] Recently Updated Articles

911 contact info

Thu, 17 May 2012 21:32:30 GMT

For a more detailed guide with screenshots please visit our thinktel.ca User Guides

When creating a new 911 entry through https://ucontrol.thinktel.ca You have to...

Open uControl
Click on the blue "Management" tab--> 911 Management
Click on the "Create Button" (Bottom left) 4.Select the number from the drop down field
Enter the information in all the fields.
- Number:
- First Name:
- Last Name:
- Suite Number:
- Street Number:
- Street Name:
- City:
- Province:
- Postal Code:
- Other Information:
Click the "Create" button.
Click Management-->Dashboard to return to main screen.

When trying to update 911 info you have to...

Open uControl
Click on the grey "911" tab.
Enter the number you want to update in the search field (or scroll down till you locate the number)
Click on the "Edit" button to the right of the number
Enter the information in all the fields.
- Number:
- First Name:
- Last Name:
- Suite Number:
- Street Number:
- Street Name:
- City:
- Province:
- Postal Code:
- Other Information:
Click the "Save" button.
Click Management-->Dashboard to return to main screen.

You can also update 911 using a excel CSV to make changes to more then one number.

Open uControl
Click on the grey "911" tab.
Click on the "Download List" This will download all your number. For each one you change remember to change the Transaction Type to "Modify" or "Add"
Click on "Download Missing" This will download all your number that have no 911 contact info. This is a good tool for when you have just added a range of numbers.
Once you have finished making your changes, save the excel as .csv or .xlsx
Return to uControl
Click on "Upload Changes"
Browse for the file you saved
Click "Save"
Click Management-->Dashboard to return to main screen.

Site Map

Wed, 16 May 2012 03:52:34 GMT

ThinkTel Technical Support & Maintenance (Demark, Escalation, MTTR)

Microsoft Lync Support

Wed, 16 May 2012 03:51:53 GMT

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How to Videos
Answer A Call (Video)
Change your voicemail greeting and option
Dial a Number (Video)
Find Missed Conversations (Video)
Forward all Calls (Video)
How to add voice to an instant message (Video)
How to answer a call using lync 20010 (Video)
How to change your voice mail greeting and options (Video)
How to check your voice mail (Video)
Make a Call (Video)
SetUp SimRing (Video)

Configuring Microsoft Outlook to Connect to Hosted Exchange Service (PDF)

Wed, 16 May 2012 03:49:06 GMT

Phone Services

Wed, 16 May 2012 03:40:14 GMT

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Access Codes for Call Services
Call Barring
International Long Distance
Mandatory Account Codes

Call Forwarding
Forwarding services for Hosted lines
Forwarding services for PBXâ€™s and DIDâ€™s
How to use Sure Call to apply an Unavailable Forward for DIDs using uControl

Easy Attendant
Access Numbers for Easy Attendant IVR
How to make modifications to your Easy Attendant recordings:

Restricted Services
Blocked International Destinations
Collect calls
Iowa and Minnesota Calling Restriction

Voice mail
*98 and Self-Care passwords.
How to check your Voicemail.
myphone.thinktel.ca
Setting up Busy/Out of office messages

Setting up Busy/Out of office messages

Wed, 16 May 2012 03:36:57 GMT

There are two ways to do this via a phone or Self-Care

VIA Phone
1. Dial *98 from your phone (Or from another phone call your number and when you greeting is being played press the * key)
2. Enter your password
3. Press 3 to update your Greeting Messages
4. Press 5 to set your busy greeting or
- Press 6 to set out of hours greeting.
5. Then follow the prompts
For a complete *98 layout guide http://www.thinktel.ca/guides/voicemail.htm

VIA Self-Care
1. Log in to https://myphone.thinktel.ca
2. Click on the Settings Tab
3. Click on Messages Sub Tab
4. Expand Voice Mail Greetings
5. Expand more options
6. Check the box beside the greeting type you want to enable
7. Click the corresponding edit/record
8. Click on the record button (Red circle) to record your greeting
9. Click on the play button (Blue triangle) to review your greeting

If you have any problems please contact the support department by email support@thinktel.ca or by phone at 866-928-4465 options 1-3-1

Install & Configure Microsoft Lync 2010 Client and Desk Phones (PDF)

Wed, 16 May 2012 02:48:22 GMT

Access "Outlook voice access set up" for Hosted Lync from a phone

Wed, 16 May 2012 02:35:01 GMT

There are potentially 2 ways that you can access your Lync/Outlook voicemail or update your settings. They are as follows:

Dial your phone number--> When youâ€™re here your greeting press the "*" key
â—‹ You will be asked to enter your phone password followed by the "#" key.
If you don't have this number please contact support.
You can also dial into using our access number 1-877-508-9810
You will be asked to enter you extension (Your 10 digits phone number)
â—‹ You will then be asked to enter your password followed by the "#" key
If you don't have this number please contact support.
â—‹ Then follow the prompts.

IF you have any issues please contact our Support Department by email support@hostedlync.com or by phone at 866-928-4465 options 1-3-1

Answer a call using lync 20010 (Video)

Fri, 11 May 2012 02:43:09 GMT

Add voice to an instant message (Video)

Fri, 11 May 2012 02:41:58 GMT

Check your call quality (Video)

Fri, 11 May 2012 02:20:45 GMT

Support for the T.38 Protocol

Wed, 09 May 2012 05:14:39 GMT

ThinkTel supports T.38 in the following scenarios:

2-way Direct media VoIP calls.
2-way TDM-to-VoIP (and vice versa) calls.
2-way TDM-to-TDM calls between two different Universal Media Gateways (UMG).

T.38 is not supported in the following cases:

Non-direct media VoIP calls, regardless of whether T.38 is supported by the endpoints.
Multi-way calls (including tapped calls, for instance).
Faxes using V.34
Calls where an Originating or Terminating Application Server has been invoked.
BLES-to-VoIP (and vice versa) calls.
Calls where no leg is over IP (!)

Behavior that initiates T.38:

If a fax-specific tone is detected, the call will be reprogrammed to G.711 (if it is not already using it).
If a reINVITE was received from a SIP device, it will be rejected. This should not cause the call to fail - instead the SIP device should send a reINVITE requesting the use of G.711 instead

Note that some tones are used in both fax and modem calls. If such a tone is detected on a call using a low-bandwidth codec, the CFS will reprogram the call to G.711. If a fax-specific tone is subsequently detected, the call will only then be reprogrammed to use T.38. This "double fallback" is actually the normal case, since fax calls tend to start with the CNG or CED tones, and these are also used in modem calls.

PLEASE NOTE THAT IF THE UPSTREAM CARRIER IS IRISTEL T.38 AND G.711 IS NOT SUPPORTED

A list of the rate centers that DO NOT support T.38 or faxing can be found at http://www.thinktel.ca/en/porting ---> Select "Request Number Port" and scroll to the porting city that the DID belongs to..

IP Voice Services

Tue, 08 May 2012 18:31:45 GMT

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ATA Devices
Is my Linksys/Sipura SPA3102 supported by your company?

Codecs
What are the supported codecs?
How do I force uncompressed or compressed audio on my Linksys ATA adapter?

IP Phones
Astra IP Phone service is up and down.

Documents

Tue, 08 May 2012 18:31:13 GMT

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Request incident report_Request RFO.

411,
Adding a number to a 411 directory

911,
Addendum 911 Disabled
Addendum 911 Enabled
911 Non Municipal Locations
Critical 911 formatted
ThinkTel's 911 Testing Procedure

Troubleshooting

Tue, 08 May 2012 18:30:45 GMT

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Double Ringing effect
I get no ringback tone when calling even though the phone is ringing - why?

Caller ID
I receive no caller ID name on my Rogers Wireless handset

Call Completion
Can not receive calls
No dial tone
SNOM phones cannot receive or make calls on my PPPOE internet connection.

Call Quality
Computer applications that can affect voice quality.
My calls sound choppy.
Rogue echo during call.
What main factors can affect call quality?
What should my Quality of Service settings be?

Routers & Firewalls
Supported routers/firewalls for Thinktel voice traffic
Dlink modems provided by Telus

Toll Free
Inbound Caller ID is wrong on my Toll Free numbers
Toll free to Toll free calls not completing

Porting

Tue, 08 May 2012 18:30:07 GMT

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How do I request a number(s) to be ported to Thinktel
How to confirm number portability to ThinkTel.

uControl FAQs

Tue, 08 May 2012 18:29:13 GMT

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Provisioning Devices

Tue, 08 May 2012 18:22:41 GMT

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SIP Trunking

Tue, 08 May 2012 18:20:50 GMT

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PBX Gateways
Call drop with Epygi PBX
Grandstream GXE issues
Mitel PBX interop notes

Examples
Freeswitch sample config.
Xten Lite & Eyebeam Softphone configuration.

Astra IP Phone service is up and down.

Tue, 08 May 2012 18:08:15 GMT

Astra phones do not support a proper NAT keep alive (as of writing this article) and can cause fading in and out of inbound calling.

details of fix will be posted soon.

Dropped calls when using a Juniper firewall

Mon, 07 May 2012 18:49:26 GMT

Calls can be dropped about 30s or 15m into a call across our Juniper firewall. This is due to the ALG (application layer gateway) service for SIP not handling packets properly. When we send a SIP re-invite, the remote VoIP gatway responds with the properl 200/OK; however the Juniper firewall drops the 200 response and our switch hangs up the call from lack of response.

Disable ALG for SIP and also follow up with Juniper Support for the latest firmware/patches for your firewall.

uControl user guides (with screenshots)

Mon, 07 May 2012 18:34:31 GMT

Our thinktel.ca site now has user guides with screenshots. The ones available are...

â€¢ Setting-up SIP Trunks
â€¢ Ordering SIP Trunk DIDs
â€¢ Consulting invoices and CDRs
â€¢ Managing users' 911 information
â€¢ Setting-up Surecall

How to use Surecall to apply an Unavailable Call Forward for DIDs

Mon, 07 May 2012 18:29:01 GMT

For a more detailed guide with screenshots please visit our thinktel.ca User Guides

You must have uControl Credentials To use this service. If you don't have, please contact your sales rep.

Surecall can be applied on a DID and on a Pilot/Trunk (But if not applied on the DID level then will forward to the one applied on the pilot)
An unavailable forward can also be applied on a hosted line, Toll Free or MADN but you need to contact support to apply via email support@thinktel.ca

Log into https://ucontrol.thinktel.ca
click the 'Numbers' button
Scroll down to the "SIP Trunk" section
Beside the Sip trunk click the "Surecall" link
You now have two options Online Updater or CSV updater(explained below)

Online Updater
Enter the unavailable forwarded to number beside the DID's you want updated.
Click the "Update Surecall" button
If there are any errors, they will now be listed.
If everything is successful, then youâ€™ll see a success message and a link to review a report of the updates.

CSV Updater
Click on Download as CSV
In the popup window choose Open with "Microsoft Excel (recommended)"
Enter the Number you wish calls to be forwarded to in CFWD column(B) beside the corresponding DID number.
Repeat for all DIDs you wish the unavailable applied to.
Save the Excel onto your computer.
Return to uControl
Browse for the excel sheet you just saved.
Click on Upload CSV
The good thing about using the excel way is you can give out to your customer and have them fill out. Or you can keep on record and update as needed.

Now if your lines go down for any reason your calls will unconditionally forward to the provided numbers.

If you have any problems please contact the support team by email support@thinktel.ca or call us at 866-928-4465 Options 1-3-1

If you would like a more detailed explanation, with screenshots please view the attached PDF.

How to check Daily/Weekly/Monthly charges (Download CDRs)

Mon, 07 May 2012 18:18:03 GMT

For a more detailed guide with screenshots please visit our thinktel.ca User Guides

When trying to check Daily/Weekly/Monthly charges through https://ucontrol.thinktel.ca You have to...

Open uControl
Click on the Blue "Billing" Tab
Select "Doanload CDRs"
Select the Type
a. Account
b. Business Group
c. SIP Trunk
d. Subscriber
Select the corresponding Item
If you are wanting all call records Remember to check Include Zero Rated Calls:
Select the Date Range
Click "Search" This will open an excel spreadsheet

The field titles are
A=Billing Number
B=Source Number
C=Destination Number
D=Date
e=Duration
F=Type of LD
G=Call cost
H=Source location
I=Destination Location
J=LD rate
K=number of channels
L=type of line

Ordering a DID

Mon, 07 May 2012 18:17:14 GMT

For a more detailed guide with screenshots please visit our thinktel.ca User Guides

When trying to order a DID through https://ucontrol.thinktel.ca/ You have to

Log into uControl.
Click on the blue "Orders" tab.
Select the type of service.
If you are told you don't have the right plan, please contact your sales rep.
Select the trunk.
Select the Rate Center. If the center you were looking for is not available send a ticket into orders@thinktel.ca With the Rate center and type of line. They will let you know if you they are able to acquire.
Select the amount Single or Block.
Click Save

Click Management-->Dashboard to return to main screen.

[ThinkTel Technical Support] Recently Updated Articles

911 contact info

When creating a new 911 entry through https://ucontrol.thinktel.ca You have to...

When trying to update 911 info you have to...

You can also update 911 using a excel CSV to make changes to more then one number.

Site Map

ThinkTel Technical Support & Maintenance (Demark, Escalation, MTTR)

Knowledgebase sections

SIP Trunking

Troubleshooting

Provisioning Devices

uControl FAQs

Porting

Phone Services

Documents

IP Voice Services

Microsoft Lync Support

Microsoft Lync Support

Return to main SiteMap

Configuring Microsoft Outlook to Connect to Hosted Exchange Service (PDF)

Phone Services

Return to main SiteMap

Setting up Busy/Out of office messages

Install & Configure Microsoft Lync 2010 Client and Desk Phones (PDF)

Access "Outlook voice access set up" for Hosted Lync from a phone

Answer a call using lync 20010 (Video)

Add voice to an instant message (Video)

Check your call quality (Video)

Support for the T.38 Protocol

IP Voice Services

Return to main SiteMap

Documents

Return to main SiteMap

Troubleshooting

Return to main SiteMap

Porting

Return to main SiteMap

uControl FAQs

Return to main SiteMap

Provisioning Devices

Return to main SiteMap

SIP Trunking

Return to main SiteMap

Astra IP Phone service is up and down.

Dropped calls when using a Juniper firewall

uControl user guides (with screenshots)

How to use Surecall to apply an Unavailable Call Forward for DIDs

How to check Daily/Weekly/Monthly charges (Download CDRs)

When trying to check Daily/Weekly/Monthly charges through https://ucontrol.thinktel.ca You have to...

Ordering a DID

When trying to order a DID through https://ucontrol.thinktel.ca/ You have to