Answers to common inquiries
- Our company would like to sell DIDs at DIDLogic.
Kindly describe your footprint, license type and coverage particulars in a short email. We will be very happy to discuss cooperation. After you provide certain basic facts about your network, a representative will contact you as soon as possible to tell you about the various options available for DIDLogic vendors.
- Do you have DIDs in Maputo, Mozambique?
We may not currently have a vendor in the country/city you are looking for. However, it is highly recommended to create a free DIDLogic account and place your request for in `Request` section. As soon as we add a vendor in your area, you will be automatically notified that your required DID coverage is now available.
- I am interested 14 DIDs from London UK. Send me the price list for this service.
Please review these FAQs, read the setup guide and the Features/Benefits/Pricing pages, and sign up for a free DIDLogic account to add any services your company requires.
- What countries do you cover and can you send me the list?
Please sign up for a free account and browse coverage.
- What is your rate to Cuba?
Please review the product description pages where outbound SIP and per—minute pricing are discussed. It is highly recommended that you create a free DIDLogic account that will enable you to browse all offers.
- What is the difference between "Certified" and "Reseller" vendors?
DID numbers from licensed carriers are marked with a green dot symbol. Licensed suppliers are CLECs, Tier 1s, or incumbent carriers in their respective jurisdictions. Certified vendors provide guaranteed service. Additional services may be available from these vendors, capacity may be increased, and such vendors resolve network issues quickly and efficiently.
Grey dot symbol is used for reseller DID suppliers. It is not always technically possible to offer service from a certified vendor in every country. Under certain circumstances, DID Logic offers origination from these non-guaranteed VoIP providers. Reseller providers may not be able offer a guaranteed service level, and pricing and capacity may differ significantly from market rates. No upgrades/downgrades are possible. Although grey dot vendors do go through a certain pre-qualification process, and we make our best effort to ensure that the reseller service is generally stable, there is no SLA available for grey dot suppliers, and certain resellers have unfortunately stopped service in the past. We recommend using green dot (certified) vendors unless there are no certified vendors in your country of interest.
- What is the minimum commitment?
You only pay for setup (many DIDs have $0 setup) and the 1st monthly fee. There is no other commitment or contract.
- How do I renew the DID?
There is no need to renew the DID. As long as you keep the DID in your account, it will be renewed automatically on the same date of each subsequent month. You simply need to maintain enough prepaid funds in the account and do nothing else. If you decide to stop using the DID, just click `release` and no further charges will post.
- I do not understand the `incoming minutes` concept. Are they free or not?
Here is how it works. Each DID has the monthly fee, the included minutes, and the per-minute cost. Typically the DID would have between 0 and 10000 free minutes each month, plus $0.005 for extra minute. This means that once you receive more than 10 thousand incoming minutes (example) between your 2 monthly due dates, $0.005 per minute will apply. This per-minute charge applies to the minutes received on a DID and is assessed in addition to any forwarding charges. SIP forwarding is free and is not charged, however, the actual inbound DID minutes are charged.
- How do I know a monthly fee is due again on a DID?
The best thing to do is to login to your account from time to time. However, if any DID is approaching expiration, you will receive automatic emails, warning you of the insufficient funds in the account: 3, 2 and 1 days before the expiration date.
- What happens when my DID is not renewed?
If, for any reason, you did not have enough funds on the due date, the DID will be removed from your account for non—payment. Kindly login and go through "purchase" again (if the DID is still available in the list and not assigned to another customer). Any setup fees will to be charged again. We apologize for any inconvenience, but there are no exceptions, and reservations are technically impossible. Because we must pay our suppliers for all DID usage, this is the only way things work at DIDLogic. To prevent number loss, simply have enough balance in the account at least couple of days before due date to allow for circumstances that may prevent you from making your payment on time. Additionally, to protect your DID, you receive a warning email 3 days before number is deleted from your account.
- Why am I charged for the calls I made? It says "unlimited" or "0.001"
DID numbers, as the name suggests, are "Direct Inward Dialing" products. The monthly fees are for virtual number maintenance. Incoming minutes can be charged (typically at a very low 0.001/min rate) or unlimited - see the "I do not understand the incoming minutes concept" FAQ entry above. All outbound calls are charged; DID number subscription does not include any local or international minutes usage. Outgoing calls you place using your SIP device, and forwarding to phone numbers (PSTN), are NOT free and there is no unlimited, or "free" calling included. However, our outgoing SIP call rates are so low, it's sometimes practically free - $0.002 to $0.009 to landlines in EU, Asia and Americas (less than 1 U.S. cent per minute). Your valid Caller ID can also be sent with the call if you choose to.
- Can I use Asterisk, ATAs, or softphones?
Any SIP device you like. See the setup guide.
- What codecs do you support?
G711 ulaw/alaw, GSM and G729. Force a codec on your gateway end and our SBC will comply. Support for G722 codec (HD voice) is very limited since not many carriers pass HD through all the way to the subscriber endpoint.
- What is the IP address?
Please log in to your account to enable "Global Registry" option. Ping local SIP gateways (US, Europe, Australia, South Africa, Hong Kong) to get IPs.
- Can I forward the DID to an IP address?
Incorrect question. Yes, DIDs can be forwarded to a SIP address, which involves some IP. Please see the setup guide for instructions.
- My number does not work.
All DIDLogic numbers work; every single DID is checked before it becomes available at DIDLogic. There could be an error in the way you are forwarding the DID. Click the `check` link next to your DID. If the DID comes up as `checked`, you definitely have done something wrong. Make sure your SIP address accepts the incoming calls from DIDLogic. Consult the setup guide for instructions. If you are forwarding to PSTN (real telephone numbers), make sure you are entering the target phone number without any + signs, 00 or 011 prefixes, for example: 442012349000 for UK and 12125551212 for USA.
- My number does not ring to my Skype.
Make sure that your Skype software has the `Accept calls from anyone` option enabled.
- I purchased a number and it has not been activated yet!
This is a misunderstanding. "Pending" is a billing term, the numbers are active. They're active immediately. This is only a comment in your transaction history. Go to `Purchased` and check what numbers (if any) you actually have in your account, where they are forwarded to and check for any syntax errors.
- Do you support DTMF?
Most with very few exceptions DIDs do.
- Do you support CallerID?
Whatever caller ID information the vendor numbers are passing down the trunk, we will pass to your system.
- Can I use your DIDs for calling card purposes?
DIDs from the UK, US, Canada, and some other countries are perfectly fine if you wish to do that, however, some countries restrict that. The same applies to callback systems.
- Can I add more channels to a DID?
Typically, each DID is listed with a certain amount of (flatrate) channels. Upon request, we can add more channels to a DID. Vendors from many countries where infrastructure is highly developed offer 30, 100 or even 360 channels on a single DID (for example, in Hong Kong, UK, Canada, Germany).
- Can I send my own CLI?
Your outgoing caller ID will be locked to the purchased DID initially. If you wish to send your own CLI, there are some rules and regulations that your company must comply with. Please review simple SIP trunk CallerID instructions, prepare the paperwork, and contact support to enable this feature.
- Unable to receive calls to my Linksys SPA, fritzbox, Cisco, other ATA
Login to your didlogic.com account and edit the SIP record you're using with your ATA.
Make sure that the "send didinfo" option is unchecked.
If using Linksys/Cisco products, enabling "NAT mapping" and "NAT keepalive" in your device settings may be required to receive calls. Please be advised that receiving calls to devices like PAP2, or other ATAs requires stable broadband. Your ISP may be causing network congestion events that result in registration loss. We are unable to troubleshoot this behavior; for best results, route your DIDs to fixed IP address using SIP URI (extension@host_or_IP_addr) or PSTN (+country-code-area-code-number).
- Accessing regional SIP gateways (country specific SIP proxies)
If you wish to register an ATA or VoIP phone to receive inbound calls to your didlogic SIP registered endpoint, use "sip.didlogic.net" everywhere in the config.
Regional SIP servers are intended for use in a business SIP infrastructure environment. Customers looking to setup local SIP transport can route their outbound voice to a media gateway closest to their location (choose from multiple locations in the US, Europe, South Africa, Singapore and Australia). Replace the "sip.didlogic.net" reference found in Asterisk/Freeswitch setup guides with your local SIP ingress point hostname. We will provide recommendations based on the fastest and shortest route to your location. Examples: callcenters located in Spain, Cyprus or the Middle East should be using our gateways in France; Malaysian and Indonesian subscribers should access didlogic nodes in Singapore; New Zealand users should dial out via our Sydney PoP.
Note: you may have already reviewed some reseller websites bragging about "direct media" and separate signalling. That is under no circumstances "fast" and involves significant amount of network transfer over the public internet - ultimately affecting voice quality. Instead of hauling your media over unknown number of resellers, we place our ingress gateways closer to your SIP endpoints than anyone can, and hand over your SIP voice to the incumbent LEC via TDM.
- DID number not ringing to my PBX/ATA
DID numbers always work. Please understand that the "fast busy", "invalid number, number does not exist" or "I do not receive a call" or "not ringing to me" are all events generated on your end, not DID side. Please familiarize yourself with a few simple steps that will save you time and effort. Do not email support with the "my number does not work" message.