Support

Frequently asked questions

A VoIP works just like a regular phone, which means that you can place a call anywhere around the world on any mobile device (laptop computer, cell phone, tablet) at a much lower rate than you would pay if calling from a regular landline. Furthermore, you use the same dialing format as you would from a regular phone to make calls. One of the great advantages of VoIP technology is that you can call any country in the world for free if the recipient also uses VoIP technology, no matter what device they use. You can access the VoIP Customer Portal to check rates for ingoing and outgoing calls for Canada, the US and international destinations. You can choose between a flat monthly price or rate-per-minute.
Our main offices are located in Montreal, QC, Canada. We als have a Technical Site located in Merida, Yucatan, Mexico for the south-american market.
There are different types of DID numbers. They are mostly differentiated by their geographic presence. Local DIDs from US or Canada. International DIDs. Toll Free numbers. These are the most common used by our customers. For further information about getting a DID number and other types please check our related article Order a DID Number.
Standard 911 emergency services send the user’s information through traditional landlines directly to the nearest emergency response centre. Enhanced 911 or E911 service allows mobile phones to dial 911 to automatically transmit the caller's geographic position to emergency responders. With VoIP, however 911 calls are forwarded to a third-party service provider that is required to automatically or manually route 911 calls to emergency response centres. Therefore, it is vital for VoIP telephony users to keep their phone system’s location information updated at all times with their VoIP provider. Because it works with an Internet connection, your phone number is not automatically linked to your new address when you move to another location.
SIP stands for Session Initiation Protocol. It is the standard protocol used by the telecom industry to transmit voice communications as well as multimedia elements (data, images, text messaging, etc.) over networks and the internet. In addition to voice, SIP can be used for video conferencing, instant messaging, media distribution and other applications.  
The Phone Book feature allows you to configure an unlimited amount of speed-dial entries and Caller ID name (CNAM) overrides. For example, you can create a 4-digit Phone Book entry to call your favorite customers or relatives. Additionally you can have a Caller ID name (CNAM) override to identify inbound from important customers whether or not their number is registered to a proper CNAM central database. Phone Book entries are also available with our Virtual Fax and SMS features. When sending from both features, the system will instantly show you the available entries to choose from when you start inputting either a number or a name from the Phone Book. When you receive messages, the system will match the caller’s information to the name you have configured in the Phone Book.
PBX means Private Branch Exchange. It basiacally is a telephone exchange system that manages a company’s incoming and outgoing calls and manages internal cmmunications between employees. The advantage of a PBX is that you can equip your system with more phones than physical phone lines. It also provides a vast range of features such as call waiting, voicemail, three-way calling, call forwarding and other more advanced features such as call queues, and interactive voice menus. As for IP PBX, it is a software-based PBX phone system solution that allows remote or mobile employees to connect to the company phone system or voicemail, no matter where they are as long as there is an Internet connection.
Packet Loss is defined as the failure of transmitting and receiving data (audio, video, computer). It often occurs when an Internet connection becomes overloaded with data or traffic. Packet loss should always be zero when your phones are in use, otherwise they result in poor sound quality or echo or cause jitter when transmitting images. Packet loss can be caused by hardware or software problems including cabling, but most of the time, the main culprit is the insufficient capacity of the network being used.
Latency refers to the speed with which data travels over the internet and through network connections to reach your hosted VoIP service provider. Latency and bandwidth are the two main factors that determine your network connection speed. When transmitting sound, latency can cause static, dropped calls choppy audio. When transmitting images, latency causes jitter, delayed or freezed images.
Interactive Voice Response or IVR is a telephone technology that works just like a virtual receptionist. With this technology Inbound callers are introduced to an interactive voice menu with which they can interact to digits on their telephone keypad to be directed to the proper person, extension or department. This allows customers to get the information they need without having to wait on line to speak to a an agaent. While most interactions involve choosing simple numbers, other options may require the caller to speak detailed information such as the name of the department or person they wish to be directed to indicate the query topic they are calling for.
Referred Direct Inward System Access ( DISA ) this feature works exacly like our CallBack feature. You can set a number to be called to by our system in order to receive a dial tone and place outgoing calls through Sora Telecom network. This is useful for those who wish to make a long distance call and are outside of their calling area or don't have a voip device readily available. When a DID is set up with the callback feature, calls thar are placed to this DID return a busy signal and the system calls back the specified number and present the user with a dial allows you to use our system for placing outgoing calls, even if you are not close to any device where you are registering your account or sub account.
Simply put, a Direct Inward Dial (DID) number is a virtual number that works just like a regular phone number, except for the fact that it is not attached to any POTS line (landline). Once your configuration is ready, you can be reached at your DID number from anywhere in the world, just like any other phone number.
CNAM stands for CallerID Name and it's the information that will be displayed in the phone of the receiving party, when you place an outgoing call. If you will be making calls to Canadian numbers, you can simply pass the Caller ID name from your device or system as most of them support this. The Caller ID name on US calls works differently, this is controlled by a national CNAM database with records of numbers and names matching each number. We can update the CNAM database under request. For more information please check our related article at [Caller ID Name]
CallerID filtering allows you to filter incoming calls based on their origin such as private, anonymous, or unknown numbers, or area codes. For example, if you receive unwanted calls from a telemarketing or survey company, you can setup a filter for each of your DID to route their calls to a voice mail, a pre-recorded message or simply have your system disconnect the call. On the positive side, you can give preferencial treatment to your favorite customers and route their calls to provide them with a fully customized experience.
Caller ID is a telephone feature that transmits a caller’s phone number to the recipient’s phone. Where available, the caller ID number can be supplemented with the name of the caller (e.g., John Smith). There are two types of caller ID, Caller ID Number (CID) and Caller ID Name (CNAM). The caller’s phone number and subscriber information may vary according to their location and the information they have registered with their carrier.
With this feature, you can set a number to be called to by our system in order to receive a dial tone and place outgoing calls through Sora Telecom network. This is useful for those who wish to make a long distance call and are outside of their calling area or don't have a voip device readily available. When a DID is set up with the callback feature, calls thar are placed to this DID return a busy signal and the system calls back the specified number and present the user with a dial tone.
Call Forwarding allows users to redirect incoming call to another phone number or to a mobile device such as a cell phone, tablet or computer. Numbers can be forwarded to any number around the world. With call forwarding, you can program your phone, Customer Portal, or VoIP software to automatically forward calls to your preferred mobile device (cell phone, laptop, softphone, etc.). 
Also referred to as VoIP Phones or Softphones, SIP phones allow users to make phone calls over IP or traditional networks using VoIP. Also known as VoIP phones, SIP phones allow users to add various functionalities such as web, email, chat to their basic phone capabilities. SIP phones can be software-based, which means that their software applications are installed onto your desktop or laptop to make phone calls over the internet or hardware SIP phones that work like traditional phones with the difference that they make phone calls through IP network instead of PSTN lines.
Also known as Follow-me or Find-me, virtual phone number is a secondary or additional phone number that is usually issued from other area codes outside of the user’sgeographical location. It is used mostly for forwarding calls to a pre-set primary number. Since virtual numbers are not attached to a specific device or hardware, they can also have their own voice mail, which is separate from the user’s primary number. Virtual numbers are especially effective for businesses who wish to have a local number in several different countries, since calls coming to their virtual phone number are automatically forwarded to their main office.
A Sub Account, also referred to as extension, allows you to register more than one device to your main account to make or receive calls simultaneously, you can also use it as an internal extension for your office or even your house. Many of the features within Sora Telecom make use of sub accounts. Each sub-account, or extension, is assigned a unique user ID and password which are required to register their dedicated VoIP device or devices.
Call queues are specifically designed to manage incoming calls. By setting up a calling queue, you can have many callers wait on the line until an agent is available to take their call. Callers first hear a welcome message and interact with an IVR menu before being sent tothe call queue. Most systems allow users to customize their call queues to play pre-recorded messages about their company, play music on hold, advertisements for on-hold callers. Various ring strategies can be established to determine routing patterns for each call queue such as ring all Ring all (ring all available agents), Round Robin (distributes calls as evenly as possible), Least Recent (sends the call to the agent who least recently received a call), Fewest Calls (routes to the agent who has taken the fewest total calls in the session) and Random (leave it up to chance).
We do not charge any cancellation fees of any kind, you are free to cancel your account or number at any time.
Opening an account is totally free. However you need to deposit a minimum amount of $25 USD or chose one of our monthly packages to start using the VoIp service.
At Sora Telecom, forwarded call are billed according to two different segments; inbound and outbound.
When you forward your calls to a number located outside of your calling plan (country, area code, city, etc.) you are charged according to the outgoing plan you selected for this DID (billing per minute) in addition to the ongoing rate of the location yu are calling. As for Incoming calls, you are billed according to your incoming plan.
If you already have one or several phone numbers with another provider, Sora Telecom offers you the option to port them all to its network. special numbers, like toll-free numbers or virtual numbers, may or may not be portable. Ypu shuld check with your VoIP provider to make sure they will allow you to port your 800 to your new carrier.
You can open an account for free following this link: http://portal.soratelecom.com/access/signup. Once your account is active you will be able to log in and find all of our features and options.
Toll free numbers are special numbers that are designed to allow callers to reach certain numbers (often long-distance) without having to pay paying long-distance charges. These numbers are mostly used by companies who wish to allow their customers to call them for free no matter where they are located. There are several toll free area codes, namely 800, 866, 888, 844 and 855. They all work the same way, but the choice of prefix depends on a businesses advertising strategy. Traditionally, 800 numbers have been used for television and radio advertisements but other prefixes like 888, 866, 855, are gaining more and more in popularity.
No. At the moment, we do not support emergency 911 dialing outside of the US and Canada. We recommend using a traditional land line or use your mobile phone to make emergency calls when you travel abroad.
e offer e911 service only for US and Canadian DID numbers (including US and Canadian toll-free numbers). This feature can be activated directly in the Customer Portal by accessing the e911 page from the DID numbers menu.
Yes. Sora Telecom offers a vast range of telephone numbers in many different area codes. Simply access the customer portal to see a list of available numbers. This solution is often preferred by customers who wish to call or receive calls from customers, friends or family members living in different cities without incurring long distance charges or for businesses who wish to have a local presence in many cities.
Due to the nature of the troubleshooting which can result time consuming we chose our main ways to offer support to be via Ticket System (Email) and Live chat. At this point, Technical Support over the phone is not available.
Yes. we do support Sub-accounts. Sub-accounts easily allow you to share your Sora Telecom account and make it more versatile. With Sub-accounts you can use multiple devices on your account.
We do offer SMS service (currently in beta). SMS is available for a great number of DIDs and cities across the US and Canada. It must be used through the SMS portal. SMS is not available through SIP protocol at this time.
We offer a virtual fax feature (currently in beta). This feature can be used with special DID fax numbers, which can be acquired and configured through our fax portal. However, our virtual fax service is only available for U.S. and Canadian DID Numbers that are acquired from the Fax Numbers Order DID section. It is also possible to port a Sora Telecom voice DID number or a number from another provider into our virtual fax service. To port a number from another provider, simply go to under the DID Portability section of our Customer Portal. For Sora Telecom numbers, you can request an internal port by sending an email to our LNP department at ports@soratelecom.com. The porting fee is $15 per number for both options. Note : The Service can only be used to send Faxes to Canadian and U.S. Numbers at this time. We also cannot guarantee that International will be properly received. Virtual Fax DID Numbers cannot receive regular voice calls nor SMS, only faxes.
We do not offer Conference calls as a feature in the Customer Portal, however if your system or device is capable of establishing a conference call or possess this feature, you can use it with our services.
Yes, in the US, all inbound calls will display caller ID with Name (also known as CNAM) as long as the caller has had their name added to the number they have registered in the CNAM Database, and as long as the recipient DID number has enabled the setting "CallerID Name Lookup". In Canada, CNAM works if the caller its transmitting a valid Caller ID name from their phone systems.
**It is important to note also that CNAM works with US and Canada calls, and will not work for International numbers.
We do not offer a calling card feature at this time. However, you can set up a calling card solution with your own system and our DID numbers, as long as the corresponding DID numbers are on our per-minute plan. You can also use our CalBack feature, which allows you to set a number to be called to by our system in order to receive a dial tone and place outgoing calls through Sora Telecom network. Just like a calling card, this feature is useful for those who wish to make a long distance call and are outside of their calling area or don't have a voip device readily available. For more information, see Callback.
We do not offer referral programs at this time.
No. There are no contracts with Sora Telecom. You can open an account for free at any time, and for as long as you need it.
For your basic equipment, you need an IP phone or softphone or any other phone equipped with an ATA adapter. Since VoIP technology works with over the Internet, you will also need a high-speed Internet connection. If you wish to set up a company system, you will require other devices such as an Internet protocol private branch exchange (IP PBX), several lines, several routers, SIP trunking and a PBX server. If you're using a softphone, you will need a VoIP headset, a computer or smartphone to make it work.
Yes. With the Ring Group feature you can have incoming calls redirected to different destinations that are included in your Ring Group, where a member of the group is able to answer. When you receive a call to a DID routed to a Ring Group, all members of that group will ring at the same time until one of them answers the call. You can add various types of members to a ring group: Main Account, Sub Accounts, SIP URI's, Call Forwarding. You can also select which voicemail should be used by the system in case none of the members answer the call. The limit of members in a Ring Group is 12: Up to 8 (SIP, IAX2, or SIP URI) members and up to 4 call forward entries per each Ring Group.
Before receiving incoming calls, you need to order a DID for our database by accessing ur Customer Portal. You can also port a number that you previously had with another provider. For numbers in the US and Canada, we offer to types of plans: a monthly flat rate or billing per minute. As for outgoing calls, our billing is on a Per-minute basis and like any long-distance phone plan, the cost depends on the destination. You can access our detailed rates per minute per country www.soratelecom.com/plans.php.
Yes. If you have chosen a number from your local area code, you will be billed just like a standard land line for local and long distance calls. However, if you have chosen an area code that is outside of your city or your residential area, outbound and inbound calls that were regular charge may become long distance.
No. The minimum payment for using our services is $25. This credit does not expire and lasts until depleted by using the services. You can ask for a refund for the remaining balance at any time should you choose to cancel your account.
All customers hose account has been set up in Canada as country are required to pay for GST tax (Goods and Services Tax). Customers who are also from Quebec, Canada are required to pay for PST (Provincial Sales Tax). This applies for both Paypal and Credit Card payments. HST (Harmonized Sales Tax) is applied on Canadian provinces that require it. For further details about how these taxes are applied, check this link: http://en.wikipedia.org/wiki/Sales_taxes_in_Canada
The cost varies depending on the services used. For outbound calls you are subject to the per minute rate of the destination you call and the billing increment. For inbound calls you are subject to the rate plan of your phone number (DID), the monthly fee and the billing increment if applicable. There may be additional monthly fees or set up fees depending on the services you subscribe to. For more details about the service cost use the following link www.soratelecom.com/plans.php
Several payment options are available with Sora Telecom such as Paypal (No Account Needed for Paypal Guest CC Payment), VISA, Master Card, American Express, Discover (Where supported) and via wire transfers to our bank account in Montreal. Please contact Customer Support for information about wire transfers.
Yes. Sora Telecom allows you to change the billing plan of your geographical USA and Canada DID number(s) whenever you wish. The change of plan can be performed inside the custom Portal without the need to contact technical support.
The Virtual Fax feature is used for sending and receiving a Fax (facsimile) with the Sora Telecom service using a DID number specifically dedicated to Faxing. You may obtain such a number from your Customer Portal in the Fax Numbers section under the Order DID(s) of the DID Numbers menu. Regular voice DID numbers are not compatible with the Virtual Fax feature. In order to be able to use our Virtual Fax feature you will need to purchase a Virtual Fax DID Number from our list of numbers. You can get a get a monthly fee or a per minute fee for this type of numbers.
The use of e911 Service costs a recovery setup fee of $ 1.50 on activation and a regulatory recovery fee (monthly fee) of $ 1.50 per DID number activated per month. Sora Telecom uses this fee to pay for administration costs related to connecting their users to e911 service.
At Sora Telecom we charge calls based on a 6 seconds period increment. This applies for all countries except for Mexico where the 60 second increment applies. Here is a short explanation about how this works. Billing Increment is a call duration measurement unit expressed in seconds. 1 minute is divided into 10 periods of 6 seconds. Let's say there is a rate of $0.50 USD per minute, then the user will be charged for 5 cents per each period of 6 seconds. (0.05 USD )* (10 periods on a minute) = $0.50 USD per minute.
No, we do not sent paper invoices. You can consult your invoice on-line at any time by logging into our Customer Portal where you can access , charges and all account activities for the billing period.
Sora Telecom provides all the necessary tools to calculate expenses with no room for error. It is also important to remember that inbound and outbound calls are billed separately. For example, the cost of the Flat Rate plan for a US DID number can be $4.95 a month and $0.00 per minute (for inbound calls), whereas all outbound calls will still be charged as per the termination rates. For example, calling a US48 number is $0.01 per minute. Sora Telecom works as a prepaid service provider, and you need to deposit a minimum of $25 in your account to be able to send and receive calls.
The Billing Increment is a call duration measurement unit expressed in seconds. For example, with a $0.0100 per minute rate, and a 60 seconds billing increment, any call less than 60 seconds is rounded up to 60 seconds or 1 full minute of usage. A 5 seconds call and a 50 seconds call are both billed as 1 minute or $0.0100. With our 6 seconds billing increment, a 5 second call will be billed as 6 seconds or 1/10 of 1 minute or $0.0010. This way, you don't get charged for a whole minute just for a 10 seconds call.
As they are different routes, premium and value routes offer different qualities for the service and different rates. For example, Canada value route offers some of the greatest rates on the market, the outgoing call rate per minute is $0.0052 for most of Canada. This is a very good option if you are looking for the best wholesale rate to pay or to offer in case you are a reseller, while keeping a very good level of quality and reliability. As for The Canada/US48 premium route, you pay flat rate of $0.01 (1¢) per minute for all Canada and the continental USA. Sora Telecom uses Tier-1 termination carriers for this route. While this route might have a higher rate per minute, you enjoy the same level of quality and reliability on every call. It is important to note that while Canada Value usually delivers good results, Premium Route will consistently provide great results. As for international calls, Sora Telecom also offers value and premium options. In this case, there is no specific rate, different countries will have different termination rates, in some cases you will find the Premium route less expensive than the Value route.
There are different types of DID numbers. They are mostly differentiated by their geographic presence. Local DIDs from US or Canada. International DIDs. Toll Free numbers. These are the most common used by our customers. For further information about getting a DID number and other types please check our related article Order a DID Number.
Yes. If you are using devices like analogue telephone adapters, IP phones, or softphones, you can set your Caller ID from your Sora Telecom account via the Customer Portal. To set the Caller ID number for your Main account, access "Account Settings" from the "Main Menu" menu, General Tab.
Yes. If you have more than one DID, you can configure a different name for each.
DID numbers are numbers that are exclusively designed for receiving calls. When you place outgoing calls with our service you are not calling from the DID number but from your account, and the number you will pass on as your Caller ID will be the one that is configured on the accounts settings from the Customer Portal.
Sora Telecom does offer Local Number Portability (LNP) service and your number may be available for porting. Please contact Customer Service to find out whether your current number is portable to Sora Telecom network or if you already have an open account, please refer to the Porting a Number section of the guide at https://wiki.voip.ms/article/Porting_a_Number
You can port your phone number to the Sora network for a one time fee of $8.50* USD per Canadian number (this fee may be lower during special offers). The process can take from 1-4 weeks for Canadian Numbers and 2-4 weeks for US and Toll Free Numbers.
Yes. With our easy to configure Call Detail Records (CDR), you have access to detailed information of your incoming and outgoing calls. It also contains different filters to sort the call records in order to view the desired information. You can access all the calls from your account without any type of limitation on the original date.
Yes, we have a "Reseller Section" included in the Customer Portal. It provides you with all the tools you need plus a White label Reseller Interface that has been developed to help our clients upsell our services under their own brand. We also recommend that you familiarize yourself with the Sora Telecom interface before reselling your service. For more information about reselling, please contact Technical Support or visit our related article here: Reseller Basic Guide
If you are interested on a discount based on traffic usage or volume, please send an email to sales@Soratelecom.com providing all details about your traffic like destinations you need to call and average of minutes used per month, in order to receive additional information and quotes.
We do not accept the use of our termination (outbound) services for telemarketing purposes (Including but not limited to Automated Dialers, Call Centers and collection agencies).
We currently provide service to Call Centers for inbound traffic, the use of this is restricted to DID numbers with a per minute plan. Outbound traffic from call centers is not supported at this time. If you have any concern about this please contact Customer Support for more details.
If you wish to port out a number from our service you can do so at any time by starting the porting request with the new provider. We authorize all Port Out Request matching the correct information from your account. Remember to delete the DID number from your Sora Telecom account once the port out process is completed. For any question regarding Port Out please send an email to our LNP Department at ports@soratelecom.com.
It is strongly suggested not to do so, this can possibly cause conflicts while routing the calls to your device as well issues related with registration. If you need to register more than one device please create and use the Sub Accounts, you will get new credentials for any additional device. For more information about Sub Accounts please check the related article on this subject Sub Accounts
Sora Telecom is a BYOD (Bring Your Own Device) provider, which means that you get to use you own hardware and are not obligated to get your equipment from us. Almost every device that accepts custom SIP configurations is compatible with Sora Telecom, wether it be a Phone, an ATA Adapter or a hardware PBX.
Every line, every call, uses 80 Kbits/second of bandwidth to send audio out to the outbound caller while using 80 Kbits/second of bandwidth inbound to the Tel-One extension. This is effectively 156Kbits per second for each call.You need enough bandwidth to support the number of simultaneous calls you need. If you want to make ten calls at the same time, you should have a 1.5Mbit Internet connection in both directions. If you have a connection with 1.5Mbit down and 768Kbit up, you can only make five simultaneous calls, because the uplink speed is the limiting factor. You phone quality and bandwidth requirements will also vary if you have many computers using the same internet connection.
As a general rule, the vast majority of SIP software are compatible with Sora Telecom. They can be downloaded from their respective store or company websites depending on the os (IOS App Store, Android Google Store, Windows Mobile etc etc). The same goes for PBX Systems, that are software based (Asterisk for example) that accept SIP custom configuration will work.
Yes, with Sora Telecom, you can call any number including mobile phones, landlines and other VoIP numbers.
The main account SIP password is, by default, the same as your customer portal password. If you have not changed the SIP password, it is the same password you use to log into your portal. You can change your SIP password from the Customer Portal at any time from the Main Menu - Account Settings page. Please check our related article for more information: [Account Security]
Usually, in order to receive better results, you should choose the server physically closest to your location. You can also send a ping to any of the servers to check the best response time. Please check our related article for more information about this subject Choosing Server.
We do not currently have a test account or test number program. However, opening an account is completely free, and we provide free dialing codes to test the quality of the service. You can check out our many dialing codes here: [[Dialing Codes]].
The SIP communication is secure although not encrypted. However, passwords are MD5 hashed and are not transmitted without encryption when establishing the call.
TCP is fully supported in our servers.
Yes. we transmit Code CS3 for SIP and EF for RTP.
We offer alternative SIP ports, UDP/TCP 5080 and 42872 on all of our servers, You can try those ports in case your Internet Service Provider blocks the port 5060 UDP/TCP or if you need to use another one.
Currently Sora Telecom support codecs G.711 u-law, G.729A and GSM
Yes. Sora Telecom supports DTMF, both In-Band DTMF and Out of Band signaling through the industry standard RFC2833 specification. 
From the customer portal, go to the “DID Numbers” menu tab and then click “DID Billing”. From this page, you can cancel number(s). Remember this process cannot be reversed, please be sure that you will no longer need the number.
Yes. Sora Telecom has an Advanced Voicemail feature that is free to use, and you also have the option to forward your messages to your email address as an attachment.
The total allowed voicemail messages on a Single Mailbox is 100.
The Maximum Time for a Voicemail message is 3 minutes.
You can create and configure up to 100 different mailboxes from the Customer Portal. You can assign a voicemail to each Sora Telecom user and have them configure it to their liking for when they are unavailable to take a call or route the calls according to your needs.
No. Sora Telecom will not charge you for changing your phone number. However, you will be charged the standard set-up fee for implementing a new number. To get a new number, simply access our Customer Portal in the order DID section to see a list of available numbers to choose from
Basically, any device or system that supports the SIP or IAX2 protocol will work with our service. If you bring your device (ATA, IP phone) from a previous provider, make sure that it is unlocked and that you are able to make changes to its configuration.
You can find sample configurations for the most common devices and phone systems used with Sora Telecom here: [[Devices]]. If your device or system is not listed, you should still be able to use it as long as it supports the SIP or IAX2 protocol and at least one of the following codecs: G711u, G729a or GMS. You can always contact our Technical Support staff for additional assistance.