PLEASE READ THE IMPORTANT INFORMATION BELOW
About The Internet and VoIP Technology: Over the last few years, more and more large and medium sized companies have begun using VoIP to eliminate the cost of inter-office calls, and reduce their overall telecommunication costs. What we aim to do, is bring the savings and benefits of VoIP right down to the end user - you.
Q: What is VoIP?
Q: What is a PBX?
Q: What is a Hosted PBX?
Q: What is a Broadband Internet Connection?
Q: Do I need a computer to use your service?
Q: What's the difference between DSL and Cable Internet?
Q: Do the people I call need a computer?
Q: Do I need to speak through the computer to use your service?
Q: Do need any additional hardware to use VoIP?
Q: What is WaveHello?
Q: What do I need to use WaveHello service?
Q: Is WaveHello service a cell phone or wireless phone service?
Q: Does the person I am calling need to have WaveHello service too?
Q: Do I need to keep my existing phone line and have the standard phone charges or is this included in your services?
Q: Is Internet service included with WaveHello service?
Q: Can I still use the Internet while making calls?
Q: What types of telephones work with WaveHello service?
Q: How many phone lines can I have?
Q: Can I use my answering machine with WaveHello?
Q: Can I use my fax machine with WaveHello service?
Q: Can I use a Credit Card Machine with WaveHello service?
Q: Can I use your service with an alarm system or personal emergency response Services Company?
Q: Are conversations using WaveHello service secure?
Q: Are you Mac compatible?
Q: What happens when there is a power outage or if I lose my Internet connection? Will your service still work?
Q: Is there any other optional computer equipment that can be used with WaveHello service?
Q: Can I transfer my old phone number to WaveHello if I have DSL through my telephone company?
Q: What happens if my number cannot be transferred?
Q: How long will it take to transfer my existing phone number to WaveHello?
Q: What happens while my number is being transferred?
Q: Can I transfer an existing cellular number to WaveHello service?
Q: Is Internet service provided with my WaveHello account?
Q: How fast of an Internet connection do I need to use WaveHello?
Q: Does WaveHello service work with dial-up Internet access?
Q: Does WaveHello service work with satellite-provided Internet service?
Q: Does WaveHello service work with Windows Internet Connection Sharing (ICS)?
Q: What is VoIP?
A: Voice over IP (VoIP), also known as Internet Telephony, is a way of making phone calls using the Internet. VoIP makes use of a Packet-Switched network, rather than the old-fashioned Circuit-Switched Public Switched Telephone Network (PSTN). All of the large telecommunication companies use IP to carry their long distance telephone traffic - so in a way, we all use VoIP whether we know it or not!
There are many scenarios where Voice over IP can be beneficial - be it for a complete second line, or for keeping in touch with friends and family around the world - it always comes down to reducing phone bills. With free phone calls to other WaveHello users, and cheap phone calls to standard PSTN telephones around the world, you are sure to save money!
You make a call using VoIP by dialing a number on your phone, as you always have.
To receive a call using VoIP, simply pick up your phone when it rings, as you always have.
WaveHello® VoIP provides the same quality as a traditional phone service along with other benefits such as:
· • Substantial savings compared to traditional phone services
· • Regular local phone service is no longer needed
· • Ability to move anywhere and keep the same number
· • Detailed online tracking to monitor your account activity
· • Phone features not offered by traditional phone providers
Q: What is a PBX?
A: "PBX", an acronym for Private Branch Exchange, is a private telephone network used within a business or corporation. Users of the PBX share a certain number of outside lines for making telephone calls external to the PBX. Traditional PBX equipment is typically installed at a business's premises, and connects calls between the telephones installed there. This hardware is generally very expensive and requires on-going support and maintenance which can add to already high set-up costs.
Q: What is a Hosted PBX?
A: A Hosted PBX is the latest advance in VoIP technology. Using VoIP, a Hosted PBX allows you to connect a phone through your existing Internet connection and access our custom PBX system. The custom PBX is "hosted" in our data center at our location, leaving you with no PBX hardware or software to purchase and install, and no maintenance or technicians to hire!
Q: What is a Broadband Internet connection?
A: Broadband is a High-Speed Internet connection. For home subscribers, High Speed Internet is typically provided via a Cable or DSL "modem", which provides a continuous connection to the Internet at speeds much faster than dial-up. In a business, High-Speed Internet can also be provided via a cable or DSL modem, but for larger businesses High-Speed Internet is typically provided via a T-1, Fractional T-1, Fibre, T-3, or their respective Wireless Broadband equivalents.
Q: Do I need a computer to use your service?
A: Actually no! Our service works independently from your computer, so you do not need a computer. However, you do need a Broadband Internet connection and either an ATA (Analog Telephone ADapter) or and IP Telephone.
Q: What's the difference between DSL and Cable Internet?
A: Both Cable Internet and DSL connections SHOULD work very well with our service.
The difference between the services is the type of connection used. A Cable Internet connection uses a Cable TV line. With Cable Internet, you would be able to disconnect all of your current phone services if you would like and use WaveHello® exclusively for your local and long-distance calling.
DSL connections differ because they use a local phone line that must be maintained by your local phone provider. You can transfer your phone service and phone number to WaveHello® while keeping your DSL High Speed Connection with your previous telephone service provider, but there is an 'unbundling' process that must be followed. WaveHello® can help you with this. By joining WaveHello® and maintaining a basic DSL Internet connection with your current phone company, you'll enjoy all the benefits of WaveHello® phone service without the need to change your Internet Service Provider.
There have been recent reported problems with VoIP running on DSL in Manitoba. This often stems from some customers being at the end of the loop. If you are currently experiencing difficulty with your DSL connection (slow upload & downloads, connection constantly dropping etc.), we encourage you to consider Terago Networks - Wireless Broadband as an alternative. We stand behind their product 110%, and it's tested and proven with VoIP.
Q: Do the people I call need a computer?
A: No, the people you are calling do not need a computer. Anyone that has a working telephone can be called and they will not even be aware you are calling using WaveHello® service, though we hope that you let them know! Conversely, anyone with a working telephone can call you just as they always have!
Q: Do I need to speak through the computer to use your service?
A: No, a WaveHello® user speaks through an ordinary touch-tone telephone connected to a ATA device that is connected to your broadband connection or an IP phone that acts the same as a regular telephone but is connected to a Broadband Internet connection versus a traditional phone line.
However, WaveHello® service also DOES support SoftPhone clients for PC’s or laptops so if you want to talk through your computer, you can. The choice is yours! A SoftPhone client is software that, once installed and executed, allows you to make calls through your computer using a microphone and speakers or headphones. The sound quality will depend heavily upon your computer’s audio equipment, the computer network you are using and the internal components of your computer such as memory and processing power.
Q: Do I need any additional hardware to use VoIP?
A: Yes, on top of an existing Broadband (High-Speed) Internet connection, you will need either an ATA (Analog Telephone Adapter) or an IP Phone to run WaveHello® VoIP service. This is standard for any VoIP company. An ATA device simply plugs into your existing broadband modem and into your existing phone, an IP phone simply replaces your existing phone and plugs directly into your broadband modem while also eliminating the need for an ATA device. To see a list of tested and proven ATA devices and IP phones that are guaranteed to work with WaveHello® service click here.
WaveHello Basics:
Q: What is WaveHello?
A: WaveHello® is an all-inclusive phone service that provides local and long distance calling to anywhere in the world at substantially lower prices than traditional phone service over a Broadband (High-Speed) Internet connection versus a traditional phone line - allowing anyone or business to save money on incoming and outgoing phone calls while also providing free features such as Voicemail, Caller ID, Call Waiting, Call Forwarding and many more all at no additional cost.
Q: What do I need to use WaveHello® service?
A: In order to use WaveHello® service, an individual will need the following:
(1) A Broadband Internet service such as: DSL, Cable, T1, Fibre, T3, or High-Speed Wireless (Business Grade).
(2) A credit card (Home Users Only) with a Canadian or American billing address.
(3) A WaveHello® phone plan and either an Analog Telephone Adapter, or an IP phone that is compatible with the WaveHello® service. For a list of compatible ATA’s and IP phones please click here.
Q: Is WaveHello® service a cell phone or wireless phone service?
A: WaveHello® is neither a cellular or wireless phone service provider. WaveHello® service allows customers to make and receive telephone calls using their existing Broadband Internet connections. However, you can connect wireless (cordless) telephones to a WaveHello® service,as well as call-forwarding to and from cellular service.
Q: Does the person I am calling need to have WaveHello® service too?
A: No, any WaveHello user can call anyone at any phone number using the WaveHello® service just as they always have. In fact they may not even be aware that you are calling using WaveHello® service, though we hope that you let them know! Also all calls to other WaveHello® subscribers are always free of charge regardless of where they are located in the world! Indeed, some WaveHello® customers have saved hundreds of dollars by purchasing two WaveHello® lines, one for themselves and another for their friend, relative, remote business office or several clients or suppliers!
Q: Do I need to keep my existing phone line and have the standard phone charges or is this included in your services?
A: No, with WaveHello® service all anyone or any business needs is a High-Speed Internet connection, such as a DSL or Cable Modem, and a telephone. (DSL customers can even keep their Internet service with their old phone company). With WaveHello® there are no annual contracts (for Home Users) and no extra fees, and our service includes many free features such as Voicemail, Caller ID, Call Waiting and more.
Q: Is Internet service included with WaveHello® service?
A: No, WaveHello® does not directly provide Internet service, but our service works with any form of Broadband (High-Speed) Internet connection. As an Authorized Terago Sales Agent however, we can offer businesses in Canada requiring greater than T1 speeds with an alternative to phone company Fibre and T1's. Internet service with Terago Networks, comes with a 3-month Guarantee of Service!
Q: Can I still use the Internet while making calls?
A: Yes, your computer and your WaveHello® service can share your Internet Connection allowing you to check email or surf the Internet while talking on the phone. We do NOT recommend file-sharing/downloading or listening to streaming audio, as this will adversely affect the call quality.
Q: What types of telephones work with WaveHello® service?
A: Virtually any touch-tone telephone can be used with WaveHello® service. Corded and cordless telephones both work well. Chances are your current phones will work perfectly. The only thing you need to add is an ATA device. Or conversely you can choose to replace your existing phone with an IP phone. For a complete list of supported ATA devices and IP phones that are guaranteed to work with WaveHello® service click here.
Q: How many phone lines can I have?
A: You can have as many phone lines and numbers as you like and you can save money on each one! It’s as easy as that! Kids in the house? Get them their own line! Small office in the house? Get a separate line for it! In an office or business, each desk can have their own line and keep the same number as well!
Q: Can I use my answering machine with WaveHello?
A: WaveHello® service includes free Voicemail, so therefore an answering machine is not necessary. If you prefer to use an answering machine, you can request to have your Voicemail turned off.
The default setting for Voicemail is ‘on’ when you first activate your WaveHello® service.
Q: Can I use my fax machine with WaveHello® service?
A: You certainly CAN use a fax machine with WaveHello® service.
Q: Can I use a Credit Card machine with WaveHello® service?
A: Unfortunately, at this time WaveHello® service will not work with Credit/Debit card machines or similar TTY machines. We recommend that you keep a simple phone line with no enhanced features to run these type machines on.
Q: Can I use your service with an alarm system or personal emergency response Services Company?
A: Unfortunately at this time WaveHello® service will not work with an alarm system or a personal emergency response device. We recommend that you keep a simple phone line with no enhanced features to run these types of devices.
Q: Are conversations using WaveHello® service secure?
A: A conversation on Wavehello service is arguably more secure than one over an ordinary phone line. A VoIP conversation is broken up into pieces called packets. These packets, which no contain no meaningful information in them individually, are sent over the Internet and are then reassembled at the other end. The packets don’t necessarily all take the same path over the Internet, and will travel only to the intended location (the person being called). This means that someone can’t easily "tap" into your conversation, or redirect your packets somewhere else. Additionally, our servers that handle calls have various security features to prevent unauthorized access to the internal network. All of this makes WaveHello® an extremely secure means of communication.
Q: Are you Mac compatible?
A: Yes, WaveHello® works with Mac® operating systems. Our service also works with Windows® and Linux operating systems as well.
Q: What happens when there is a power outage or if I lose my Internet connection? Will your service still work?
A: 911 Dialing and WaveHello® Service WILL NOT function during an electrical power or Broadband provider outage. While we (nor you) can control a power outage that disrupts the Broadband Internet service, one method that we have found is to use an Uninterruptible Power Supply (UPS) to continue to provide AC power to the Cable/DSL modem, Phone Adapter and/or the IP phone. An Uninterruptible Power Supply can be purchased at any electronics store near you.
Q: Is there any other optional computer equipment that can be used with WaveHello® service?
A: Yes there are several other various pieces of optional computer equipment that can be used with WaveHello® service such as:
(a) Computer: While not necessary, a computer will allow you to access the online WaveHello account portal, with which you can manage your account, including accessing voicemail.
(b) Router: If you also use a home computer with your WaveHello® service, you will need a routing device. If you do not already own a router, WaveHello® can supply an integrated router with your Phone Adapter. The WaveHello® Router/Phone Adapter allows your phone and one computer to use your Internet connection at the same time. If want to connect more than one computer to the Internet, then you can either buy your own router, or have one installed by a local computer services company.
WaveHello® recommends that you purchase a DSL/Cable web-safe router that provides Network Address Translation (NAT) and Dynamic Host Configuration Protocol (DHCP) for your network. Although WaveHello® service will work with most routers available for purchase today, we do not recommend a specific brand. If you are having trouble with your WaveHello service on an older model router, we recommend that you download and install the router's latest firmware from the manufacturer's web site.
Note: If you are using DSL for Internet service, your router typically should be configured for PPPoE. Some cable modem services require that the MAC address of the computer is cloned in the router configuration. Check your router's setup guide or the manufacturer's web site for more information.
· Learn more about NAT at wikipedia.com
· Learn more about DHCP at wikipedia.com
(c) Web browser: either a Microsoft Internet Explorer (version 4.x or higher), Netscape Navigator (version 4.x or higher) or Safari (version 2.x or higher) web browser with cookies enabled. You can use the web browser to manage your account.
(d) Home networking: WaveHello® service does not require a dynamically-assigned IP address, it does require NAT however. Though not required, WaveHello® works easily with your existing home network if it supports DHCP and NAT. NAT is the translation of an Internet Protocol (IP) address in one network to a known but different IP address in another network. j
(e) Port Connections and Firewall Support: most customers just plug and play because WaveHello® has designed the service to work behind simple NATs. No ports have to be opened up for WaveHello® service to work properly if the phone is behind a simple NAT and the ATA device has a private IP address. WaveHello® uses NAT to keep the ATA device available at all times. If you have a firewall, you must give the ATA device rights to access certain ports on the Internet, If you plan to connect your PC to the Internet as well, the IP address for the ATA device can either be provided by your ISP or your network router (when the router is set to DHCP).
Local Number Portability Questions:
Q: Can I transfer my old phone number to WaveHello® if I have DSL (High-Speed Internet service through my telephone company)?
A: If you have DSL service through your local phone company and want to transfer your number, you must call your DSL provider and request to have your telephone and Internet service unbundled. Your DSL provider will then assign another number to your DSL connection and your existing phone number will become a stand alone line. This will then allow you to transfer your existing home or business phone number to WaveHello allowing you to keep the same number using WaveHello service.
It is important that you DO NOT cancel your existing phone line. For a number to be transferred to us it must be active with your current provider. While your number is being transferred to us, we will assign you a new WaveHello.com number and you can begin enjoying the benefits of WaveHello service without delay.
Q: What happens if my number cannot be transferred?
A: In the rare event your existing phone number can not be transferred, you may choose to get a new number with WaveHello in your area or elsewhere. Or, you may decide to keep your existing phone number with minimal service and have it permanently call forwarded to your new WaveHello number and enjoy all the benefits WaveHello services offers regardless which number people call you on!
Q: How long will it take to transfer my existing phone number to WaveHello?
A: It takes about 10 to 20 business days to transfer your existing phone number to WaveHello service after we receive all the required information. However, timing ultimately depends on how fast your former phone company can process our request to transfer your number.
Q: What happens while my number is being transferred?
A: During the number transfer process, we will provide you a temporary number so that you can begin to use our service and enjoy all the benefits and features immediately. Then, when your number is transferred, we'll inform you and your number will be transferred seamlessly.
Q: Can I transfer an existing cellular number to WaveHello service?
A: Unfortunately at this time you can not as Wireless Number Portability is not yet available in Canada. At this time only traditional phone numbers can be transferred.
WaveHello and Your Internet Service Provider (ISP):
Q: Is Internet service provided with my WaveHello account?
A: No, WaveHello is not an Internet Service Provider (ISP) and does not provide Internet service. You must already have broadband Internet service to use WaveHello service.
Q: How fast of an Internet connection do I need to use WaveHello?
A: To use WaveHello service the only requirement is a high-quality broadband connection. As a minimum, at least 128kbs of bandwidth (64kbs uplink and 64 kbs downlink) be available per phone line. Although 128kbs is the minimum required, we recommend 150kbs to allow for a buffer of 22kbs for Internet usage (web browser and email) while talking on the phone.
Q: Does WaveHello service work with dial-up Internet access?
A: WaveHello service is not compatible with dial-up Internet connections due to the slow speed of dial-up modems which are unable to support the required bandwidth to use WaveHello service. To use WaveHello service a broadband Internet connection is required.
Q: Does WaveHello service work with satellite-provided Internet service?
A: At this time unfortunately WaveHello service does not support Internet service provided by satellite. <
Q: Does WaveHello service work with Windows Internet Connection Sharing (ICS)?
A: No, we do not recommend WaveHello service for Internet Connection Sharing (ICS) for Windows as the default lease time is automatically set for only 6 minutes, whereas any ATA device or IP phone requires a virtually infinite lease time. Otherwise the ATA device or IP Phone may reboot in the middle of a call. We recommend that you purchase a DSL/Cable web-safe router that will provide NAT and DHCP for your network.
