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Frequently Asked Questions

If you have any problems or queries regarding our services, some frequently asked questions are listed below. If you cannot find the answer to your question(s) below, then please contact us or leave a comment or question of our facebook page

How do I transfer a call to another extension of phone number using the X-Lite softphone?

It’s really easy, just use the ‘Invite to Conference’ feature. Once the called party answers the phone you can hang up the first call.

Why is there an echo or delay when I make a VoIP phone call?

Simply put, VoIP calls are completely reliant on the quality, stability and consistency of the underlying Internet connection being used and when the internet connection is not adequate, this can result in calls with jitter, delays, echo and even sometimes, calls being cut off.

Echo during a phone call can be extremely irritating. Though this problem occurs on traditional phone lines as well, it can become very noticeable when using VoIP phone services. The echo is typically due to a blockage or mismatch, which results in the signals bouncing back from where they came. In our experience, the echo is nearly always caused by end user’s internet connection or type of VoIP phone hardware or softphone they might be using to make the VoIP phone calls.

Solution: Most good VoIP phone hardware and softphones usually have an ‘echo suppression’ option which can be enabled, which can resolve the issue. And above all make sure you have a good quality mobile or home or business internet connection!

Is there a limit to how many SIP channels I can use?

There are no SIP channel limitations. However, if you wanted 10 channels, this would require you to maintain a minimum credit balance of £10. You can dynamically access more channels at any time. To do this all you require is a further £1 credit balance per channel (eg., 50 channels would require you to maintain a minimum credit balance of £50).

How to verify your Franzcom phone number with Whatsapp

Whatsapp does not permit 08 or 070 numbers to be registered. However, Franzcom customers with 03, 02 or 01 geographic numbers can choose to verify by phone call and register their number with Whatsapp.

To verify your phone number:

  1. Open WhatsApp.
  2. Press Terms & Policy to read our Terms of Service and Privacy Policy.
  3. Press Agree to accept our Terms and continue.
  4. Press Choose a country.
  5. Search for or select your country and press SELECT COUNTRY.
  6. Enter your phone number.
    • Press Help if you want to visit our Help Center or Contact us.
  7. Press Next > OK to receive the verification code via SMS.
  8. Enter the 6-digit code from the SMS.
    • If you didn’t receive the code, you can press Resend SMS or Call me to have our automated system call you with the code.
  9. Enter your name. Please note:
    • The name limit is 25 characters.
    • You can also add a Profile photo.
  10. Press Done.

Note: The video below is only applicable to WhatsApp users that have a JioPhone or JioPhone 2.

For more information please contact us by email or call us on +448081176736

What is a SIP trunk?

Session Initiation Protocol (SIP) trunking is a service offered by a communications service provider that uses the protocol to provision voice over IP (VoIP) connectivity between your phone system and the public switched telephone network (PSTN). Think of it as a phone line. SIP channels provide the capability to support incoming or outgoing calls.

Can I receive international calls on my UK number?

Yes, you can receive international calls on your UK number you have with us. However, please be advised that although we do not block international incoming calls to our UK numbers, international incoming calls have nothing to do with the Franzcom network. It is the callers own local phone company who is responsible for the international call to the UK phone number and not Franzcom.

Are VoIP to VoIP phone calls free of charge?

VoIP to VoIP calls are free of charge between customers on the Franzcom network. However, calls to other external phone networks are not free and are billed at our standard rates.

What are the billing charges for call termination?

The call charges for outbound call termination are per second billing on most destinations with no connection fee. Call Centre may vary.

What are the billing charges for phone calls?

The retail call charges for phone calls using our VoIP network are per second billing with a minimum charge of 60 seconds per call.

How do I add call credit to my customer account?

To recharge or top-up call credit on your customer account, you must first login to your online account with us, then go to MY ACCOUNT > BALANCE AND TOP-UP.

We accept PayPal payments, credit or debit card, bank transfer and Bitcoin payments. For bank transfer and Bitcoin payments, you will find our bank account details and Bitcoin address on the BALANCE AND TOP-UP section of your online customer account.

What does PBX mean?

PBX means Private Branch Exchange, is a private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world), using different communication channels like Voice over IP, ISDN or analogue.

What does DID mean?

Direct Inward Dialling

Direct inward dialling (DID), also called direct dial-in (DDI) in Europe. DID’s are local and national phone numbers, which a telecommunications company issues to its subscribers, used to provide voice, fax, PBX and data calling services.
The OpenTAP gateway access number 09117329997 is not working, why?

There are a few possible reasons why they 09117329997 OpenTAP access number is not working.

  1. Some phone companies block 09 premium numbers, so you will need to call your phone line company and ask them to remove the barring for 09117329997.
  2. Your alarm system modem is not set to the default parity setting which should be set to 7-e-1.
  3. Your alarm system modem is faulty.
Why should I choose FranzCom for my telecommunications services?

There are many specialists in this industry claiming to have their own platform. As a result, it is very easy to buy into the wrong solution for your business, meaning you do not get the features that would really help you meet your goals, or you end up paying far too much for services you do not need. We take a consultation approach, taking time to understand your requirements and needs before recommending a solution that will work for you and your business.

Why should I move my phone system to the cloud hosted?

Without a doubt hosted telephony is the future, not just due to the potential cost savings and vast benefits, but in the UK, BT has announced that from 2020 it will no longer be possible to purchase traditional PSTN/ISDN services, as they are phasing them out!

What is the difference between hosted telephone services and VoIP?

A cloud telephone system is still a VoIP system, but the difference is that you no longer have all the expense and hassle that comes with a traditional phone system installed in your premises. It is cloud-hosted in our data centre, with infrastructure maintained and supported by FranzCom and is forever evolving and advancing in technology.

I am having trouble logging in to my online customer account!

Through our experience, there are 2 possible reasons why you can’t log in with your customer account details even though they are correct.

  1. Your internet browser is blocking cookies and pop-ups for our websites.
  2. Your antivirus firewall is also blocking cookies and pop-ups for our websites.

If both cases you must whitelist/allow the following websites in both your internet browsers and your antivirus firewall.

  • *franzcom.com
  • *franzcom.co.uk
  • *open-telecom.co.uk

If you have any questions please do not hesitate to contact us, or call us on +448081176736.

How do I find out my password for my online customer account?

Go to the online customer portal and click ‘forgot password’ and then enter your registered email username in both boxes and click ‘submit’.

 

What is the maximum allowed number of calls per second?

The maximum throughput or calls per second (CPS limitation) for our outbound SIP trunking service is 30 calls per second. If you initiate SIP calls at a faster rate, you will receive a threshold error, and the call will be rejected. You would need to lower your call initiation rate and retry the rejected call.

If you have a business need for higher call throughputs, please contact customer service to ensure we serve your needs in the best way possible.

How do I order an 070 number?

To order an 070 number please click here

How do I order an 087 number?

To order an 087 number please click here

Why is my free international call forwarding is not working?

Please be advised that the free international call forwarding on 084, 087 and 070 numbers is limited. If a forwarding destination costs more than we make from incoming calls to these number types, then we cannot include this in the free divert plan.

However, all Franzcom numbers do include free forwarding to VoIP phones anywhere! So we encourage you to always use VoIP when forwarding to international phone lines is not included in the free divert plan.

Can I use a VoIP phone or mobile app with my Franzcom number?

Yes, you can use any VoIP phone or mobile app with your Franzcom numbers, as all Franzcom numbers are VoIP enabled.

Can I use a VoIP phone line to make TAP gateway calls?

Normally the answer is no, as it is required that you use a traditional PSTN landline to connect calls to a TAP gateway. However, with our OpenTAP technology, we support data over IP. So if you use a VoIP phone line converter for your device you can still use our OpenTAP gateway.

How do I configure TAP software for successful a gateway connection?

Configuring your TAP software or alarm system to work with OpenTAP to SMS text messaging gateway.

If your TAP software or alarm system will not connect to our gateway, this is normally caused by improperly configured modem settings. Be sure that you have correctly configured the modem. Our OpenTAP gateway requires that your paging terminals use 7-E-1 (7 data bits, even parity, 1 stop bits) with V.22 modulation and preferred baud rate of 1200 to 2400. Please make sure that error correction and data compression are disabled. Please ask your sales account manager or alarm installation engineer for the TAP gateway setup guide.

My customer account is showing blocked why is this?

When your customer account call credit is £0.00 for geographic number and freephone number prepaid accounts, you account will stop call forwarding and incoming calls until you recharge your customer account with some call credit.

Customer accounts with 084, 087 and 070 numbers will still allow incoming calls to voicemail,  call forwarding to VoIP and all destinations included in the free divert plan.

The Submit Order button does not appear when I am filling out the order form!

Please check that you have filled our the entire form correctly because if you have not the Submit Order button will not show until you have. We are required by law to take all customer details for every order submitted on our website. Please check you have completed the form correctly and then the Submit Order button will appear.

Can I use the OpenTAP access number for Pyronix alarm system?

Yes, you can use the OpenTAP gateway access number for Pyronix alarm systems and any other kind of alarm which supports TAP messaging.

Why is my Franzcom number not activated yet?

All Franzcom numbers are activated automatically, as soon as you place your order with us and usually within 10 minutes of the customer receiving their welcome email confirming their Franzcom number.

Setting up a “VoIP Friendly” network environment

Here are some general recommendations for setting up a “VoIP Friendly” network environment.

Section 1 – Internet Providers

Best Bet: VoIP service works with most high speed internet services, including Fiber, Cable and DSL.

Avoid: Wireless and mobile internet services MAY work, provided they have low latency (delay).  This is different from bandwidth.  Some services are fast, but have a slight delay between packet transmissions, which can cause voice audio to break up or drop entirely.

Section 2 – Network Environment

Best Bet: Use a modem only (not a combo modem/router), plus a separate, voip friendly router with a consumer friendly interface.

Avoid: Make sure you do not have a “Double NAT” network.  Double NAT occurs when your internet service provides a device that is a “combo” modem and router, plus you have an additional router behind that.  Double NAT networks are not a best practice, and will likely cause a variety of performance issues on your network.

Section 3 – Network Equipment

Best Bet: Use a voip friendly router, from a popular, consumer friendly brand, such as Netgear or Asus.  These devices have the most users, so problems are fixed quickly by the manufacturer, and there is a large community of support available.

Avoid: Routers/firewalls from smaller vendors often have very complex firewalls and filters, that require specially trained 3rd party administrators.  This limits your ability to seek help from other parties, including FranzCom support.  These devices may not be voip friendly, and can be very difficult to work with.

Section 4 – SIP ALG (application layer gateway)

Best Bet: If your router has a SIP ALG feature, or similar SIP Helper, SIP Forwarding, etc, you will need to experiment with it Enabled or Disabled. Most of the time, this feature gets in the way, but in rare situations it may help your connection.

Avoid: Routers based on designs prior to 2011 should be avoided.  Some routers have SIP features that require SSH or Telnet modifications.  For example, some Cisco routers have a hidden SIP menu page. If your router doesn’t mention SIP at all, it may still have a SIP module that you need to download and install.  Contact the vendor to see if they have any recommended settings for their device.

Section 5 – Port Forwarding

Best Bet: Netgear and Asus routers have easy to configure port forwarding settings.  Forwarding is not always necessary.  But if you run into trouble registering, or especially with inbound calls, create a rule to forward SIP Signal port range 5004 to 5099 (UDP Only).  And if you run into trouble with “no audio”, especially no inbound audio, create a rule to forward RTP Audio port range 10000 to 65000 (UDP Only).  You will need to forward to the LAN IP of your voip device.  This may require you to set an IP reservation in the DHCP settings.

Avoid: Esoteric routers have multiple layers of filters and fowarding rules. In addition to forwarding, you may also need to set Filter Exclusions, such as whitelisting FranzCom servers, and whitelisting your own voip device LAN IP addresses.

Section 6 – Bandwidth Requirements

Best Bet: VoIP services only require about 100kbps (0.1mbps) of download AND upload bandwidth, per active call or line.  Fiber, Cable and some DSL services should be plenty fast.  Netgear and Asus routers also have very easy to configure bandwidth prioritization (QoS) features.

Avoid: If you have other bandwidth intensive apps or devices (security cams, online backup, cloud drives, vpn, remote desktop, media streaming, remote database services, etc), then you will need to make sure you have enough “available bandwdith” left over for your voip calls.  Check your device or app for Scheduling, Throttling or Bandwidth Limiting features, and use them to prevent bandwidth hogging.  You’ll know you have a bandwidth problem if you have audio quality issues, especially the “outbound” audio, since it relies on the slower upload bandwidth channel.

Section 7 – Cables, Wall Jacks and Wifi

Best Bet: Make sure your cables and wall jacks are installed by an experienced installer. Some telco installers are not familiar with termination requirements for meeting network specs. This results in cable interference from lights, hvac systems, computers, machinery, etc.  Use manufactured cables, rather than homemade cables.  If you need wireless phones, use DECT rather than Wifi.  Powerline to Ethernet kits often work much better than Wifi too.

Avoid: Wifi networks are often inadequate for smooth voip conversations.  If your cables have exposed internal wires, or crimps, permanent bends, etc, you should test or replace that cable.

The above tips should help you setup a network that easily handles your voip call traffic.

If you have specific questions, please let us know.

My inbound calls are failing, but outbound calling works

Problem: I can make outbound calls, but my inbound calls fail or go to voicemail.

Common Causes:

Scenario 1: Router/Firewall Needs Reboot.

This is by far the most common issue we run into.  It is very easy to resolve, so long as you follow the correct reboot procedure.

Solution 1: Reboot your router to clear network cache and routing tables.  Wait 3 to 5 minutes, then test.  If necessary, you may also need to reboot your VoIP device.  But do NOT reboot router and VoIP device at the same time.  The VoIP device may reboot faster than your router, and so not find a valid network available.  Reboot them separately, one at a time.  If it works, you should be able to determine which device needed to be rebooted.  If a device needs to be rebooted frequently, you might try protecting it with a UPS Battery Backup device.  Otherwise, we recommend replacing any device that needs frequent reboots.

Scenario 2: Device Registration Timeout set too long.

The default re-registration period for many VoIP devices is 3600 seconds (1 hour).  During the time, the router may close the registration port, causing inbound calls to fail.

Solution 2: Set your voip device registration timeout to less than 15 minutes, but more than 2 minutes. Typically, 5 minutes (300 seconds) is a good choice.

Do not set it to anything less than 2 minutes (120 seconds), or you may trigger firewall limits and have a different problem.  If you do that, disable your device for about 30 minutes to allow any firewall bans to expire.

Scenario 3: Double NAT Network.

(2 routers, 1 behind the other).  This is also a fairly common, yet easy to fix issue.

If your internet provider’s device is a router or gateway, plus you have your own separate router behind that, you may have a Double NAT network, which will likely cause a variety of performance issues.

Solution 3: Have your internet provider place their device into “bridge” mode (aka modem only, disabled router, etc).

Or you may need to purchase your own modem device to replace the internet provider’s device.  This often has the extra benefit of eliminating rental fees.

Scenario 4. Firewall Security set too aggressively.

Some firewalls allow outbound calls, since they originate behind the firewall.  But they may block or misroute inbound calls.

Solution 4: Set a static LAN IP or IP reservation on your voip device.
Create 2 port forwarding rules…
– SIP signal port range 5004 to 5099 (UDP Only)
– RTP audio port range 10000 to 65000 (UDP Only)

Scenario 5: SIP ALG feature in your firewall.

Solution 5: Disable or Enable SIP ALG (aka SIP Passthrough, SIP Transformations, etc) in your router/firewall.

The SIP ALG feature is kind of hit and miss.  Some networks require it, while other networks work much better with it turned off.

Scenario 6: Lack of remaining available bandwidth at moment of the call.

This can happen especially on the upload side, due to other high bandwidth app or device.

Solution 6: Check around your network for any apps or devices that may be using a lot of bandwidth, such as the examples below.
– Security Systems, Video Cameras, Nanny Cams
– Online Backup, Cloud Backup, Carbonite, etc
– Online File Storage, Cloud Drive, Google Drive, Dropbox, etc.
– VPN and Remote Desktop Access
– Video and Media Streaming Services (Netflix, Hulu, YouTube, etc)
– Large data files being uploaded or running in the cloud, Office 360, Google Apps, etc
– Malware or Virus infections, often indicated when a computer boots or runs very slowly

If you find a suspect, try temporarily disabling it to see if it helps.  If so, go to the app or device settings to see if it has throttle limits you can set.

Also you can go into your router and use the QoS features to set bandwidth priorities for your VoIP devices, and throttle limits for everything else.

If you have tried all of the above, and still have trouble with inbound calls, please contact us for further assistance.

My call audio quality is poor, people can’t understand me.

Every VoIP call has 3 parts… the call signal, the inbound audio, and the outbound audio.

A common issue is when the first 2 parts work, but the outbound audio has quality issues.

In particular, your outbound voice may pause, skip, sound garbled, glitchy, scratchy, or something like a robot.

When this happens, especially if the inbound audio is still good, then you know you are running out of “upload” bandwidth.

You may have enough upload bandwidth for your calls, but you may not have enough upload bandwidth for your calls, plus some hungry app or device on your network.

Check for anything that uses upload bandwidth, such as the following…

– Online backup, Carbonite, etc.
– Cloud drive services, Dropbox, Google Drive, etc
– Security cams, nanny cams, video chat, etc
– Video and Media Streaming services, Netflix, Hulu, etc
– VPN and Remote Desktop apps, screen sharing, remote meetings
– Cloud Apps, like Office 360, Google Apps, etc

If you suspect something, try temporarily disabling it, or turning it off, to see if voice quality improves.

Once you identify the cause, you can set a schedule or throttle within the app or device, or use your router’s QoS features to set limits, or give priority to voip devices.

You can also contact your internet provider to upgrade bandwidth.  But hungry apps will likely eat whatever bandwidth you have available.  So setting schedules and throttles is a better option.

One way audio issues, or no audio at all.

If you experience calls with one-way audio, or no audio at all, here are some possible causes and solutions.

– Check the MUTE button if your phone has one.
– If this is a new phone, make sure the handset is plugged into the correct handset jack, NOT the headset jack.
– If this is something that was working, but recently stopped, try rebooting your router and voip device (one at a time, not both).

It is also possible that your network or phone is misconfigured.  Here’s how it happens…

Every VoIP call uses 3 ports that must traverse your network firewall.

1. SIP Signal Port
2. RTP Inbound Audio Port
3. RTP Outbound Audio Port

So if you have audio in, but remote party cannot hear you, or vice versa, it may be that one of the audio stream ports is getting blocked.

To resolve, try the following…

– See if your router has a SIP ALG feature.  If so, experiment with Enabling or Disabling it. Usually this works better if disabled.
– Log into your firewall/router and forward RTP audio port range 10000 to 65000 (UDP Only) to your voip device’s LAN IP address.
– See if your VoIP device has a NAT or STUN setting. If so, try enabling one of both of those features (they may be one and the same).

If none of the above helps, please contact us for further assistance.

Blocking “Ghost” or “Phantom” calls from bogus numbers

Ghost or Phantom calls are not actual phone calls.  They are the result of network probes and scans that can cause your SIP phone to ring.

They do not originate from, or pass through, the FranzCom network.  Nor do they originate from, or pass through the public phone network.

These probes come directly from a 3rd party, who is scanning and probing your network from some location on the internet, usually overseas.

You can usually tell it is a Ghost call when the Caller ID shows a number like 100, 1001, or anything other than a 10 digit number, but that may eventually change.

How do you stop it?  Most phone manufacturers have added filters to their devices, which block any signals that do not originate from your legitimate, registered server.  In other words, anything not coming from FranzCom can be blocked.

To enable the filter, you first need to upgrade your device to the latest firmware.  Then find the filter setting, and enable it.

The name of the filter varies by manufacturer.  Here are filter settings for several popular device manufacturers.

Yealink
1. Make sure your phone has latest firmware from Yealink website support page
2. Install firmware .rom file on the Settings > Upgrade setting in your phone’s web configuration page.
3. Next, click the Features tab on top menu, then the General Information tab on left menu.
4. Change the Accept SIP Trust Server Only field to Enabled
5. Change the Allow IP Call field to Disabled
6. Click the Confirm button at bottom of the page

Panasonic
1. Update firmware
2. Enable the SSAF SIP Source Address Filter on the VoIP account settings page

Cisco
1. Update firmware
2. Enable the Restrict Source IP feature in the SIP settings

Grandstream (several possible settings, depending on mdel)
– Update firmware, then look for 1 or more of the following…
– Enable “Accept incoming SIP from Proxy Only”
– Enable “Authenticate Incoming Invite”
– Enable “Check SIP User ID for Incoming Invite”

Obi (they do not seem to have a filter, but they do have a workaround by disabling certain features)
– Update firmware
– Disable SP2 and Obitalk features

Polycom
Polycom does not seem to have a simple filter option, which is one reason we do not recommend this brand. The following guide was posted by Polycom Support, and may provide some help.
https://community.polycom.com/t5/SIP/VoIP-Phones/FAQ-How-can-I-prevent-tools-like-sipvicious-or-nuisance-calls/td-p/66679

If you are able to find a better, more current filter method for any devices, please let us know so we can update this article.

My outbound calls fail, or ring once and drop

Q: Why do my outbound calls fail?  Or why do they ring briefly, then drop?

A: This often indicates a SIP Signal issue, either due to a router setting, or possibly not enough outbound (upload) bandwidth available at the moment of the call.

Every call uses 3 ports that must properly traverse your firewall… sip signal port, inbound audio port, outbound audio port.

If you make an outbound call, and it fails immediately, that is usually a performance or congestion issue, such as not enough available upload bandwidth at the moment of the call.

If you make an outbound call, and it rings the other party without actually connecting you, it is usually a problem with the sip signal port, not making it through the firewall.  But this can also happen due to network congestion issues as well.

Solution 1: Check for double NAT (network address translation)

One reason this might happen is a double NAT network, meaning you have 2 routers, one behind the other.  If your internet provider’s device is a combo modem AND router, plus you have your own separate router behind that, you have a double NAT network.  Have your internet provider set their device to “bridge” mode (aka modem only, or disabled router mode).  Or you may need to purchase your own stand-alone modem device.  By eliminating one of the routers, you now have a single NAT network, and things should work much better.

Solution 2: Check for SIP ALG feature in your router

Many older voip services needed a special SIP Application Layer Gateway in routers to help SIP calls get through the firewall.  Newer SIP services do not need this feature, or the router has a very outdated ALG feature.  Either way, you should experiment with turning SIP ALG off, or on, to see which setting works better for your particular devices and network environment.  In general, FranzCom does not require SIP ALG and recommends turning it off, but test to make sure.

Solution 3: Open some ports on your firewall to allow SIP signals to route freely.

Create 2 Port Forwarding rules to allow your SIP Signal and Audio traffic to freely pass through your firewall.

– SIP Signal Port Range 5004 to 5099 (UDP Only) – Do this one first
– RTP Audio Port Range 10000 to 65000 (UDP Only) – Do this one only if you do not get audio in one or both directions

If you are not sure how to create these rules, contact your router manufacturer, or visit their site.  They often have YouTube videos showing exactly how to create port forwarding rules.

Solution 4: If none of the above works, refer to our other article on audio quality issues and bandwidth requirements.  It is possible that your upload bandwidth is getting tied up by some hungry app or device.

How do I unblock port 5060 so I can use my VoIP phone or mobile VoIP app?

Some countries block VOIP and other IP software applications.

Based on your location, Open Telecom VOIP calling, WhatsApp Calling may be blocked as well as other services such as Skype, Viber and Facebook Calls. But don’t let these geo-restrictions and censorship’s get in the way of connecting with the important people in your life!

Here is the solution!

SaferVPN applications keep them working flawlessly on your smartphone, tablet, and laptop regardless of where you are. Here’s how:

  1. Start your free SaferVPN trial, refer a friend for a free month of service, or get a paid plan with a 14-day money-back guarantee.
  2. Run SaferVPN and connect your device to your preferred VPN server location – (us or any location WhatsApp is not blocked). It works on all your Windows, Mac, iOS and Android devices.
  3. Download Whatsapp and message away! Create groups with your best friends, family or coworkers. Send unlimited messages, pictures, videos, and audio messages. To make meeting with friends even easier you can also send each other your specific location.

If you’re having any issues or need to get in touch with us, we’re at your service 24x7x365 through support@safervpn.com.

Sign up for SaferVPN, start your free VPN trial or Refer a Friend to unblock and access Open Telecom VOIP,  Whatsapp Calling and other VoIP apps from any location! 

What are 03 numbers?

You have probably seen them around but what are 03 numbers and how much do they cost?

Ofcom introduced UK-wide 03 numbers as an alternative to chargeable 08 numbers, such as 0870.

These new numbers allow organisations to have a single national point of contact without consumers having to pay extra to call them.

Revenue Sharing

Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.

These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.

Revenue sharing – where the dialled party can receive a share of what the consumer pays to make a call – is also not allowed on calls to 03 numbers.

Find out more…

Why doesn’t my Fax to Email number appear in my online account customer control panel?

We have no developed automation for fax to email orders in conjunction with the online customer account management control panel yet. This is on our “to do list”, but is not a priority.

If you would like your Fax to Email number added to your online account management control panel send us a message and we will get this migrated for you straight away.

How much do I earn from my 070 Personal Numbers?

Nothing! As a customer, you are not allowed to earn call share revenue on 070 numbers, “its prohibited” by Ofcom, the UK regulator of telecommunications authority. (see 070 Personal Numbering Guidance) The only way you can earn call share revenue on 070 numbers, is if you are a phone company supplying 070 numbers to customers.

What’s the catch?

There is no catch and no hidden charges.

How can we provide this service free of charge?

We can provide this service free to you with no charge, because we receive a percentage of the rate your caller pays to contact you on your 08 and 070 numbers.

What are 08 or 070 numbers?

08 and 070 numbers are non-geographic or virtual numbers.

How do 08 and 070 numbers work?

08 and 070 numbers are completely transparent to your current telephone service. The service is simply implemented by routing your chosen 08 or 070 number to your current local telephone number. When your callers call the 08 or 070 number they are redirected to your receiving phone line without any delay in the call whatsoever.

Do we have to change our telephone provider?

Absolutely not! We simply route your 08 or 070 number on to your existing phone number. Your telephone provider will neither know nor care that it has happened.

Should I cancel my current telephone provider?

No. Having an 08 or 070 number is a complimentary service. You do not need to cancel your current telephone line provider, because you need them to make and receive calls or for you internet connection so you can use the sip-VoIP phone service we provide our customers.

Can 08 and 070 numbers be used without a telephone line?

Yes. You can have your 08 or 070 numbers diverting voicemail or fax only. However to make or receive phone calls via your 08 or 070 numbers you will need either forwarding setup or a sip-VoIP phone or mobile app with WiFi access.

Would I need any new telephone equipment installing?

No. You will continue to receive your calls in the same way as you do now, the only difference is the incoming phone number people call you on.

Would I need any additional telephone lines installing?

No. Calls on your Open Telecom number are diverted through to wherever you want calls delivered and/or to a sip-VoIP phone or mobile app. You will have the same capacity for calls as you currently have. You can even have several Open Telecom numbers terminating at the same place.

Can I have more than one 08 or 070 number diverted to my phone line?

Yes, you can have more than one 08 or 070 number diverted to your telephone line.

Can I divert an 08 or 070 number to any phone system?

Yes. 08 and 070 numbers can be used on any system that uses a phone line. For example: voice, fax, switchboards, ISDN etc.

Can I divert an 08 or 070 number to a mobile phone?

Yes. Our 08 and 070 numbers coming with free call forwarding to mobile phone lines. Please note that mobile call forwarding is limited to a selection of countries including the UK, as we cannot offer free call forwarding where the cost of the call divert exceeds to the money we make from calls into our 08 and 070 numbers.

Will there be any difference in the quality of calls I receive?

No. We use high quality telecom tier 1 carriers to deliver calls from your Open Telecom numbers through to your sip-VoIP phone or forwarding numbers.

Can I make calls using my 08 or 070 number?

Yes. Our 08 and 070 numbers and designed to not only be able to receive incoming calls to a forwarding number, they are also all VoIP enabled, meaning that you can add your 08 or 070 number to a sip-VoIP IP phone or mobile app and make calls using your 08 or 070 numbers too. For this you will need to load call credit on to your online account though, and you can do this via your customer online account that you have with us.

Does the 08 or 070 number affect the calls that we make?

No. The 08 or 070 number has no effect on your outbound telephone calls. You continue to make your calls through your current telephony provider that you normally use.

Do the FranzCom numbers have call logs?

Yes. When you open an online account with us, you can view all your call records from your customer account in the Billing section.

Can I get a more easy to remember 08 or 070 number?

Yes, we can supply you with a more memorable 08 or 070 number otherwise known as gold or vanity number. They have a one-time setup fee from £500 per number. For more details please contact us

How do I change the forwarding number of my 08 or 070 number and how long does it take?

To change the forwarding number of your 08 or 070 number please click here. It takes from 1-2 business days to change the ring to number, so please let us know in advance or if you have an online account with us, you can make any changed to your Open Telecom numbers, via the online portal. If you need it changing sooner please contact us

How long does it take to setup a new 08 or 070 number?

Your Open Telecom number is provisioned almost immediately after submission of your online order with us.

When you fill in the online order form for your Open Telecom number, once you submit the order you are issued with a number straight away. You will see confirmation of your order and new number on your computer or mobile screen and you will also receive confirmation of this order to your registered email address username you used when placing your order with us.

How much does it cost to call an 08 or 070 number from outside the UK?

The cost of calling an 08 or 070 number from an international landline or mobile phone varies according to the charges of the international local operator service that places the call. Your telephone company will offer a standard international charge for contacting this type of number.

Please contact your international operator for more exact information on the price of calling an 08 or 070 number from outside of the UK.

What do you offer to make sure nothing goes wrong with my phone service?

We provide a fully redundant, fault tolerant, meshed architecture, so that there is no single point of failure. We provide 24-7 monitoring and support via a world-class network operating data centre.

Are your prices including or excluding VAT?

All prices listed on our website are including VAT @20% unless otherwise stated.

What forms of payment do you accept?

We accept all major credit and debit cards including Visa, MasterCard using PayPal and Stripe etc. We also accept bank wire transfers. Please contact customer services for more details.

Can I earn revenue from my 08 or 070 number?

No. FranzCom supplies a free of charge service on all numbers and IVR services, therefore we are unable to support revenue payments as we need to retain all revenue to cover operating costs.

Can I have additional services added to my 08 or 070 number?

Yes. Additional features include call divert,  time of day plan, call queue and virtual switchboard, which are an advantage when you are dealing with large call volumes (pricing may be applicable).

How do I order a UK virtual 08 or 070 number from FranzCom?

To place an order for an 08 or 070 UK virtual phone number from Open Telecom, its easy. Just follow the service links below to each of the top 4 popular number types scroll to the bottom of the product page and click the Order Now button.

What is OpenTAP Gateway?

OpenTAP Gateway is a carrier-neutral TAP service provider, meaning we will accept text messages, using the Telocator Alphanumeric Protocol (TAP), for any cellular phone with any carrier that is part of the global SMS network.

OpenTAP Gateway brings the TAP protocol to the 21st century by adding features, such as logging and group messaging, and by providing customer service with TAP software and services.

When you call OpenTAP Gateway asking about TAP, you won’t get “What’s that?”, like you do when calling your cellular phone carrier. We can even assist you with the configuration of your TAP client software.

Does OpenTAP Gateway Support Google Voice?

Yes, though technically not a mobile phone provider, OpenTAP Gateway supports SMS messages to Google Voice numbers.

Does OpenTAP Gateway Support T-Mobile and Virgin?

Yes, OpenTAP Gateway supports nearly all mobile phone carriers, even if your carrier does not support TAP themselves.

Does TAP Gateway Have a Toll Free (Freephone 0800) Access Number?

No, OpenTAP Gateway does not currently have a toll free access number.

Customers needing toll free access may purchase their own toll free number from the long distance carrier of their choice and direct that number to the OpenTAP Gateway access number.

It is very important that your toll free carrier does not use VoIP for their call routing. Analog modems do not work well with packet-switched call paths unless they have DATA via SIP enabled.

Do I Need to Pay for AT&T Enterprise Paging?

No, OpenTAP Gateway works with your AT&T service without having to pay for Enterprise Paging. With OpenTAP Gateway, you can save hundreds of dollars per month, depending on the number of phones you have.

In fact you can switch paging provider today and start using OpenTAP Gateway for your paging messaging needs. As our OpenTAP Gateway messaging service work with all mobile phone and all networks.

Does OpenTAP Gateway support SNPP and WCTP?

No, OpenTAP Gateway does not support SNPP or WCTP at this time.

Can I use the OpenTAP Gateway messaging service from international?

Yes, the OpenTAP Gateway can be used by international customers too. Just setup your compatible TAP gateway messaging device to dial +448726149997.

What dial-up access number do I use for OpenTAP?

The current OpenTAP dial-up access number to be used is 09117329997 (or if dialling from international +448726149997).

Which format must the text message forwarding number be input for OpenTAP?

Before OpenTAP can send messages sent via dial-up from your TAP compatible device, you must remember that all text message forwarding numbers must in the following format, country code+mobile number with no leading zeros. eg. 447235456456

Why isn’t OpenTAP working for me?

Please remember that to use OpenTAP messaging, you must first be registered with FranzCom and we must have all your text message forwarding numbers registered otherwise we won’t accept dial-up messages. For other technical reasons please contact your alarm engineer who installed your alarm system.

How do I register to use OpenTAP SMS gateway?

Please follow the below carefully it is quite simple, but all mobile numbers which you want to receive text messages must be registered on our system otherwise messages cannot be sent. This is a spam and anti-fraud feature. You can register as many mobile numbers as you like, there is no limitations.

  1. Input the OpenTAP access number 09117329997 (dialing from international +448726149997) into your alarm communication or TAP software client settings.
  2. Input the mobile numbers your wish to receive text messages on in the following format without any leading zeros, eg. 447950123456
  3. CLICK HERE to register online now!
What type of phone line should be used with my OpenTAP compatible device?

We Strongly Recommend that you use a Standard Phone Line with NO Broadband or Fibre Optic Internet with your alarm system or other OpenTAP compatible software client used with a PC or server. The reason for this, is that from our experience we find that these can cause all sorts of issues which we have no control over, as they can degrade the data call quality passed between the customers phone line and our TAP servers. This is not always the case, but for best results please use a standard phone line!

Will OpenTAP work on my alarm system without having to register my mobile number?

Yes, OpenTAP now works without having to register your receiving mobile phone numbers. We have made it even easier for our customers to use OpenTAP, so now all you have to do is switch and/or simply add one of our OpenTAP dial up access numbers 09117329997 (from intl. +448726149997) into your alarm control panel and that’s it. No need to register! However the added advantage of registering online, means that you can get alerts by email as well as by text. But its entirely up to you, but you will always get the text message even if you are not a registered user.

What is the SIP domain for my VoIP/SIP phone configuration?

The SIP domain you will be asked for when setting up your VoIP/SIP phone is “sip.franzcom.com” or “sip2.franzcom.com”.

Are your 01/02/03 geographic numbers free to use?

Yes our 01/02/03 geographic numbers are free to use, with No line rental an No setup fee, however you must pay for all calls in and out on all geographic numbers you have on your portal account.

What is the parity setting for modems using OpenTAP?

Some times for some reason with some customers modems and their software it will not work properly with PARITY setting of NONE (NULL). Try changing the PARITY setting to TRUE (EVEN). This should resolve the issue, however our system does support all formats. It seems to be a localized issue with some users computer based software and modems.

The settings should be the following:

Country: United Kingdom
Dial-in number: 09117329997 (from international +448726149997)
Modem Settings: 7,e,1
Modem Speed: All
Protocol: TAP
Password: –

This issue is not applicable and does not occur with standard security alarm control panels!

How much do I earn from my 070 Personal Numbers?

Nothing! As a customer, you are not allowed to earn call share revenue on 070 numbers, “its prohibited” by Ofcom, the UK regulator of telecommunications authority. (see 070 Personal Numbering Guidance) The only way you can earn call share revenue on 070 numbers, is if you are a phone company supplying 070 numbers to customers.

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