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VoIP Frequently Asked Questions

  • 1) How do I protect my VoIP adapter?
    • a) The best way to protect your adapter from electrical and static damage is with a network surge protector.
  • 2) What exactly is VoIP and how do I get more information about how it works? See http://en.wikipedia.org/wiki/Voip
  • 3) Can I keep my current phone number?
    • a) In most cases, yes. This is called LNP (Local Number Porting). Most numbers in the area can be ported; however, there are some numbers that cannot be ported due to location (972-366-xxxx numbers and some numbers in the Ferris) or the current company you are with.
    b) We recommend that you use the VoIP service for at least one week to evaluate it to make sure it meets your expectations. At that point you may fill out the Local Number Porting request form. A unique, time-sensitive form must be generated for you that has to be signed and returned within 2 business days.
    c) The LNP form is sent to the you to be signed and faxed back to the office (this must be done within 2 days of calling the office to initiate the port).
    d) The LNP process takes up to 2 weeks or longer (time varies depending on the carry that you are porting from) to complete.
    e) When the port is complete, your old phone number should begin ringing on the VoIP service.
    f) Do not cancel your current service – the LNP process will automatically do that for you. If you cancel your current service it will cancel the LNP request and you will lose your phone number.
  • 4) How do I make the rest of the jacks in my house work on this service?
    • a) Some customers that have all their phone jacks on one circuit (one wire) plug their Phone Adapter directly into their home wiring by doing the following:

    • i) Disconnect the current phone provider’s wire at the demark (the phone box outside). This must be done to prevent any current coming from the outside into the home wiring and into the Voice Adapter.
    • ii) Connect the Voice Adapter to any phone jack in the house. If all the phone jacks are on one circuit, this should enable all the phone jacks.

      • b) Some customers plug-in their cordless phone base station to the Phone Adapter and then use cordless handsets throughout the house.
      c) Not all buildings/homes are wired in a way that can easily work with the VoIP Voice Adapter. You many need to have an electrician or someone else make wiring modifications to your building/home to have all the phone jacks at your location work the way you expect.

  • 5) How does voicemail work?
    • a) Voicemail is not automatically set up. You must call the office to have it set up.
      When you call, you may choose the following features for voicemail:

    • (1) PIN number to access the voicemail.
    • (2) How many rings before going to voicemail.
    • (3) Having voicemail messages sent to an email address as a sound-file that can be played on most Windows computers.

    b) How do I access my voicemail?
      To access your voicemail menu, dial your VoIP number, wait for the recording to start and then press the * button, and then enter your PIN. From this menu you can:

    • (1) Listen to voicemails (if you are not having them e-mailed to you).
    • (2) Change your greetings (busy and/or away messages).
    • (3) Change your PIN.

      •   If your voicemails are e-mailed to you then all you need to do is open the sound file attachment that is included with your voicemail e-mail with a program such as Windows Media Player.

  • 6) Can I make long-distance calls?
    • a) Yes, unlimited long-distance calling (within the U.S. and Canada) is included in each of our packages.
  • 7) Do we have 911?
    • a) Yes, 911 service is in place but it works differently than traditional 911 service. Please refer to your AirCanopy Voice Service Subscriber Agreement for more information about the 911 service.
  • 8) Can I use my VoIP line for a fax machine, security system, or Satellite TV?
    • a) Yes, however it is not supported. This means that sometimes it will work and sometimes it will not work.
    b) Why? This has to do with the nature of digital signals and packet loss/jitter. In short, very small inaudible interruptions in the connection can cause the connected device to fail.
    c) In our AirCanopy office, we do use our VoIP for our security system and fax.
  • 9) Can I make international calls?
    • a) Currently international calls are not supported through the AirCanopy VoIP service.
    b) This capability is being evaluated and may be added in the future.
  • 10) Can I have two lines on the same phone?
    • a) If you have a two-line phone you can hook one line to “phone1” and one line to “phone2” on the Voice Adapter
  • 11) Do we support caller-id?
    • a) Yes, but usually only the number comes across – not the name (similar to how mobile phones work).
    b) Names will usually come across with other people on the AirCanopy system. Names from other providers do not usually come across properly.
  • 12) What features do I get with VoIP?
    • a) 911
    b) Voicemail (can be sent to e-mail)
    c) Caller-id
    d) Call Waiting
    e) Call forwarding
    f) 3-way Calling
    g) Your number goes with you since it is programmed into your adapter.
    h) Area code selection
    i) Call return (*69)
    j) Call hunt
    k) Some of the features have activation codes:

    i) Call Return Code: *69
    ii) Blind Transfer Code: *98
    iii) Call forwarding All Activation Code: *72
    iv) Call forwarding All Deactivation Code: *73
    v) Call forwarding Busy Activation Code: *90
    vi) Call forwarding Busy Deactivation Code: *91
    vii) Call forwarding No Answer Activation Code: *92
    viii) Call forwarding No Ans Deactivation Code: *93
    ix) Call forwarding Last Activation Code: *63
    x) Call forwarding Last Deactivation Code: *83
    xi) Block Last Activation Code: *60
    xii) Block Last Deactivation Code: *80
    xiii) Accept Last Activation Code: *64
    xiv) Accept Last Deactivation Code: *84
    xv) Call-waiting Activation Code: *56
    xvi) Call-waiting Deactivation Code: *57
    xvii) Call-waiting Per Call Activation Code: *71
    xviii) Call-waiting Per Call Deactivation Code: *70
    xix) Do not Disturb Activation Code: *78
    xx) Do not Disturb Deactivation Code: *79
    xxi) Call-waiting Caller-id Activation Code: *25
    xxii) Call-waiting Caller-id Deactivation Code: *45
    xxiii) Distinctive Ring Activation Code: *26
    xxiv) Distinctive Ring Deactivation Code: *46