VoIP Support & Manuals
VoIP providers are mandated by the CRTC to provide 911 service. VoIP technology offers 911 service which differs from the traditional 911 services on landlines.
Yaletown Tech maintains your physical address in our database. When an end user calls 911, emergency calls are routed to a national call center where callers are asked to confirm the physical address on file before being transferred to the closest emergency access point. This process will take more time than calling from a traditional landline where the location is already known.
You should always make sure that employees and visitors are aware of this important difference. Users may want to retain an analog line for emergency use.
One of the most common problems that we encounter in setting up a customer’s service is the firewall, particularly for enterprise customers where the IT manager has set up the firewall to restrict ports or only open up specific IPs.
Firewall problems are characterized by:
• No calls going through (IP or ports blocked)
• Outgoing calls working, but not incoming (ports blocked or NAT related)
• One way audio (ports blocked or NAT related)
• Calls cutting after a short duration (ports blocked)
If your network administrator is unwilling to open up your entire network to these ports, you may want to consider these settings just for your VoIP server or moving your VoIP server to a static IP in a DMZ.
If you are having trouble with static IP's and firewalls, we suggest using a "registration SIP account" instead. These are better at traversing firewalls and avoiding the issues.
In most cases, Yaletown Tech can port in your existing phone numbers in the US and Canada including cellular numbers, as well as toll-free numbers.
Regular North American Numbers
In all cases, we will require a copy of a recent invoice (or screenshots if it is an online provider) showing the name, address, and numbers.
For landline numbers, the service address and detailed information on hunt groups are required. For this information, you may need to contact your existing telco provider to ask for a "service record" or "equipment record".
Multiple numbers can be included in the same port request as long as they have the same customer name and address.
For toll-free numbers, the porting process is slightly different. We require a signed copy of our toll-free porting LOA as well as the invoice. Toll-Free ports typically take around 10 15 days.