FAQ - Softphone - Service Issues

How do I report a service issue to you?

Simply fill out a short web form with your user name, account number, and detailed description of the problem.

Suddenly I am not able to make or receive any calls. Why?

We recommend that you always check your account balance before making a call. To call a specific destination, you need to have enough credits to make at least a 1-minute call. Please check your account balance and the actual rate for the destination. Please also verify if your VoIP/Softphone password has not been changed. You may try re-entering your password again.

Or, you may not be able to make or receive calls because OneSuitePhone cannot be registered with our proxy server. If the OneSuitePhone is not registered, the OneSuite proxy server will not be able to route calls to the device. When a call is unable to reach the OneSuitePhone, OneSuite will route the call to your voicemail. There may be a few reasons why your phone adapter is not able to register the OneSuite proxies:

  • Power outages
  • Lost of Internet connectivity
  • Router/firewall security options blocking OneSuite traffic
  • If this problem occurs, please verify that you have Internet connectivity and/or check your router/firewall security settings and reboot your computer.


What is the cause of echo and is there any way to prevent this?

In a voice telephone call, an echo occurs when you hear your own voice repeated. Problems with echo always originate from the far end of your call. This is due to the latency on your Internet connection causing the delayed playback of your voice. This typically happens over traditional phone lines, but with minimal latency, the echo usually goes unnoticed.

There are two conditions echo can occur:

  • Electrically through poor quality phone cables.
  • Acoustically (feedback) through sound waves between the phone's speaker and microphone.


For SoftPhone users, we recommend the use of headsets, which can prevent the sounds feeding back to the microphone, causing echoes at the other end. Please adjust your speaker and microphone level appropriately to avoid choppiness in your voice.

If the echo occurs at your end, we recommend asking the other party to lower the phone volume in order to reduce the feedback of your voice. If none of the above could acoustically reduce echoes, the echo may be a result of poor phone cable quality, in which case we suggest that the other party check with their telephone service provider.

As a last resort, we suggest that the other party try different telephone sets to reduce echo, as some telephones have special echo-cancellation technology. Quality of the telephone plays an important role. However, higher priced units do not always guarantee higher quality calls in terms of echo-cancellation. Echo-cancellation is dependent upon the internal technology of the telephone, and how the transmitting and receiving signals are exchanged. Some manufacturers (Panasonic among others) make phones with separate transmitting and receiving paths, which the companies claim significantly reduce echo.

What is the cause of choppy calls and is there any way to fix this?

Choppy calls are usually caused by high latency or packet loss in the ISP's network. High latency occurs when it takes too long for the data to be transmitted over your Internet connection.

Packet loss occurs when information is lost over your Internet connection.

Either situation can be caused by ISP (Internet service provider) problems, Internet congestion, or heavy bandwidth usage such as online gaming or file sharing. You can determine if there is any problem through Internet speed tests. If your upload or download speed is lower than your ISP's advertised speeds, you may be experiencing Internet connectivity problems.

What is the cause of dropped calls?

Dropped calls are usually associated with Internet connectivity issues. High latency and packet loss can affect your call.

High latency occurs when it takes too long for the data to be transmitted over your Internet connection.

Packet loss occurs when information is lost over your Internet connection.

What are some other known problems associated with VoIP?

Very restrictive corporate firewalls: At current setting, SuiteAdvantage works with most standard firewalls and gateway configurations. However, some very strict corporate firewalls which only allow TCP connections on a restricted number of ports may not allow SuiteAdvantage connection at the moment. If your firewall does not allow you to use SuiteAdvantage, please inform your system administrator so that they can allow the appropriate access necessary for SuiteAdvantage to run.

Will I be able to use other registration media to access OneSuite's VoIP platform?

OneSuite will only provide support to OneSuite labeled softphone and OneSuite labeled equipments. You may use the following information for your own registration media or devices, however, please keep in mind that we will not be able to provide support if you experience any difficulties using your own registration media.

PROXY DOMAIN : voip.onesuite.com
PORT : 5060
DTMF : rfc2833/rtp

I just downloaded the softphone and signed up for OneSuite account, but I can’t make calls. Why?

Please allow 24 hours for VoIP service activation upon account sign up. This applies to broadband access and SuiteAdvantage.