Frequently Asked Questions

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General

How can I use your service?

Firstly Sign Up by filling out the application form at the page Sign Up. After successful subscription you can configure your SIP VoIP device for calls through Worldcall network. Test your connection, make prepayment and enjoy.

Which currencies are available for the accounts?

We support EUR and USD accounts. When you apply for an account, you can choose between EUR and USD account. As the result pricelists, billing and invoices will all be made in the currency chosen. Though, if you are able to operate in EUR, we recommend you to choose this currency instead of USD because for EUR we are usually able to offer lower rates and larger gamma of payment methods available.

Please note that for the moment the direct per-carrier routing is not available to USD accounts.

What is the difference between 3 main routing plans available?

The key features of these routing plans are:
• Premium
Quality based routing. For each call system applies the best (judging from the statistics and customer’s feedback) route for the moment from the whole list of available routes. Guaranteed FAX transmission and CLI/ANI delivery.
• Standard
Balanced quality-cost (quality predominating) routing. For each call system applies the highest-quality route from the list of cost-accepted available routes for the moment.
• Wholesale
Balanced cost-quality (cost predominating) routing. For each call system applies the cheapest route from the list of quality-accepted available routes for the moment.

Which is the dialing format for each of 3 routing plans available?

Dialing format: E.164 (country code + city area code + local number) or 0003+E.164 for Premium routing plan, 0002+E.164 for Standard one and 0001+E.164 for Wholesale routing plan.
Examples: for a call to Spain through:
• Premium you have to dial 34xxxxxxx or 000334xxxxxxx
• Standard you have to dial 000234xxxxxxx
• Wholesale you have to dial 000134xxxxxxx

Do you offer any volume discount plans?

No, we don’t.

Do you offer DID numbers?

Yes, we do. We offer DID numbers from a large list of different countries and locations.
DIDs in some countries are submitted to local national limitations. Full per-country information is available here.

To order new number please enter to your self-care area, navigate to ‘IP Centrex’>‘DIDs’and click on the button ‘Add DID’.

Do you accept postpaid business model when customer pays after the service consumption?

No, we don’t. We work on prepayment basis only.

I have a question which is not addressed in these FAQ’s. How can I ask Worldcall my question?

If you have a question, please send us an E-mail to info@worldcall.be
Please don`t forget to identify Yourself by letting us know your customer account name or customer number.

Account and User Interface

I haven’t received the E-mail confirmation with my customer’s login data.

It is possible that you did not receive our E-mail due to your SPAM filters. In that case, your subscription may still have been successful. If you do not receive an E-mail from us within 1 day after subscription, please send us an E-mail by clicking on Contact Us at the bottom of the page and ask for the status of your subscription.

I have lost my password. What should I do?

Navigate to ‘Login‘ page and click on ‘Password Recovery‘ icon. You will receive new password to your E-mail soon.

How can I access my CDRs?

Please enter your self-care area and navigate to ‘Billing Information’>‘Transactions‘ to view or download your CDRs.

Where can I view and change my E-mail address, password and user interface preferences?

Please enter your self-care area, navigate to ‘My Profile’ in the Top menu, then choose the appropriate option. After the changes have been made press Save button at the bottom of page.

How can I see and download your current Pricelist and list of dialing codes?

Go to www.termination.worldcall.be and visit the Rates page.

I am a customer and I have a problem. How can I report this?

If you have a problem, please send us an E-mail to info@worldcall.be to create a Trouble Ticket.
Please use a separate Ticket for each individual problem and try to provide us as many details as possible (date, time, number dialed, your IP, etc.). Please don`t forget to identify yourself by letting us know your customer account name or customer number.

Rates, Payments and Billing

Is it possible to change the currency of my account?

No, once your account is created it will always stay in the currency you have chosen. If you want to change your currency you will need to create a new account.

How long are your rates valid?

Usually our Pricelist is valid for 2-4 weeks.
You can always find the current rates at the Rates page of our WEB site www.termination.worldcall.be.

How do you inform me about rates changes?

Every rate change will be announced by E-mail in advance, and you will find the current pricelist at the Rates page of our WEB site.

When does the call charge take effect?

The call charge takes effect once the call has been answered. If there is no connection, no answer or the line is busy you will not be charged for this call.

What is the minimum top-up amount required?

We require a minimum Payment of 20 EUR or 30 USD depending on currency of the account. No monthly payment required for basic services.

Which payment methods does Worldcall accept?

Available payment methods for the moment are Bank Transfer, Credit Card, PayPal.
Some payment methods are not available in every country and every currency. You will find the list exact of all your payment methods available in your self-care area (‘Billing Information’>‘Make a Payment’ option).

How fast will my payment be processed?

It depends on the payment method you use. Electronic payments as PayPal, Credit Card are processed instantly. Bank Transfers might take up to 5 working days depending on your bank & region. As soon as we receive your payment, it is processed automatically and your account will be credited instantly.

What is important when making a bank transfer?

You should take extra care in filling out the ‘payment description/communication’ field on the transaction form! This field is used for automatic payment processing. Please put your customer name and customer number into that field. If the customer name and customer number are incorrect or missing, the order cannot be processed and your account will not be credited! As soon as we receive your payment, it will be processed. Processing of bank transfer payments may take up to 5 working days. We will update your credit as soon as your bank transfer has arrived in our bank account. Please do not combine payments for several orders in one bank transfer.
Please pay the desired amount of credit. The minimum amount payable is 20 EUR or 30 USD depend on currency of the account.
Examples:
If you wish to top-up your account for 300 EUR, transfer 300 EUR plus bank transfer fee.
If you wish to top-up your account for 450 USD, transfer 450 USD plus bank transfer fee.

Please note there might be a bank transfer fee per transaction; this fee may be different depending on currency and type of bank transfer. Inside of EU we recommend you to use free of charge ‘Europayment’ type of transfer (using IBAN/BIC).
The bank account details:

BANK: ING BELGIUM
IBAN: BE34 3100 6229 3890
BIC: BBRUBEBB
ACCOUNT NUMBER: 310-0622938-90

Can you also bill in USD?

Yes, we can. When you apply for an account, you can choose between EUR and USD account. That means pricelists, billing and invoices will all be made in USD. Though, if you are able to operate in EUR, we recommend you to choose this currency instead of USD because for EUR we are usually able to offer lower rates and larger gamma of payment methods available.

Please note that for the moment the direct per-carrier routing is not available to USD accounts.

Do I receive an Invoice by regular mail and/or E-mail?

Invoices are sent by E-mail and not sent by regular mail. Also, you can view your Invoices, download and print them at any time using your self-care area (‘Billing Information’>‘Invoices’ option). Invoices are issued on monthly basis at the beginning of each month and contain all transactions made during the previous month.

Technical Questions

How to configure my equipment to setup a connection?

The username & password you received by E-mail after completing Sign Up procedure can also be used as the SIP-username & SIP-password accordingly to connect to our SIP server in order to make calls.

Here are the settings for SIP connection:

SIP Proxy/Registrar: sip.worldcall.be

SIP username : your username received

SIP password : your password received
If You prefer connection using fixed/static IP addresses (use Remote IP authentication instead of Digest one), please provide us with the IP addresses of your gateways and servers (by E-mail to info@worldcall.be ) and we will authenticate your IPs.
If you are using a hosted VoIP switch/gateway, please be sure you use these IP addresses only- they are uniquely assigned to your account. All incoming calls from those IP addresses will be associated with your Worldcall account.

After we will authenticate your IP(s), you can connect by using the following Worldcall’s IP:

SIP (Proxy/Registrar): 87.238.224.40 or sip.worldcall.be

The list of codecs supported:

G.723.1 (5.3 & 6.3 Kbps)
G.729 (8 Kbps)
G.711 A-law (64 Kbps)
G.711 μ-law (64 Kbps)

Fax support: Group III at 2.4, 4.8, 7.2, 9.6, 14.4 Kbps, using industry standard T.38
DTMF relay: Signaling via RFC2833 or SIP Info

Dialing format: 0003+E.164 or E.164 for Premium routing plan, 0002+E.164 for Standard one and 0001+E.164 for Wholesale one.

Examples: for a call to Germany through:
Premium you have to dial 000349xxxxxxx or 49xxxxxxx
Standard you have to dial 000249xxxxxxx
Wholesale you have to dial 000149xxxxxxx

What are your IP addresses?


SIP (Proxy/Registrar): 87.238.224.40

I want to use Remote IP authentication instead of Digest one. How can I do that?

If You prefer connection using fixed/static IP addresses (use Remote IP authentication instead of Digest one), please provide us with the IP addresses of your gateways and servers (by E-mail to info@worldcall.be ) and we will authenticate your IPs.
If you are using a hosted VoIP switch/gateway, please be sure you use these IP addresses only- they are uniquely assigned to your account. All incoming calls from those IP addresses will be associated with your Worldcall account.

After we will authenticate your IP(s), you can connect by using the following Worldcall’s IP:


SIP (Proxy/Registrar): 87.238.224.40 or sip.worldcall.be

I can’t connect to your SIP server by using username & password. Can I connect by using fixed/static IP addresses?

Yes, you can.
If You prefer connection using fixed/static IP addresses (use Remote IP authentication instead of Digest one), please provide us with the IP addresses of your gateways and servers (by E-mail to info@worldcall.be ) and we will authenticate Your IPs.
If you are using a hosted VoIP switch/gateway, please be sure you use these IP addresses only- they are uniquely assigned to your account. All incoming calls from those IP addresses will be associated with your Worldcall account.

After we will authenticate your IP(s), you can connect by using the following Worldcall’s IP:


SIP (Proxy/Registrar): 87.238.224.40 or sip.worldcall.be

What Codecs do you support?

Our system supports the following codecs:


G.723.1 (5.3 & 6.3 Kbps)
G.729 (8 Kbps)
G.711 A-law (64 Kbps)
G.711 μ-law (64 Kbps)

I have a connection problem. How can I report it?

If you have a connection problem, please send us an E-mail to info@worldcall.beto create a Trouble Ticket.

Please use a separate Ticket for each individual problem and try to provide us as many details as possible (date, time, number dialed, your IP, etc.).
Please don`t forget to identify yourself by letting us know your customer account name or customer number.

Calls are connected but with no voice or with one-way voice. How can I correct this?

If you have problems with calls which are connecting normally but don’t have any audio or have one-way audio on the line, the problem can be your local firewall settings or VoIP equipment configuration errors. In order to resolve this problem you can try to reconfigure or disable firewall or/and disable any local NAT-traversal functions as STUN, Symmetric NAT etc.

Which Media IP addresses does Worldcall use?

We use the following address for the media stream: 87.238.224.12

Do you support T.38 FAX?

Yes, we do but we cannot guarantee successful fax transition for all destinations. For more reliable faxing recommended routing plan Premium.

Which DTMF tones relaying method do you recommend?

For better results we recommend to use the following DTMF settings:

SIP : Out-of-Band 'SIP INFO'

How to select between routing plans?

The selection codes for our three different products are as follows:
• Premium: 0003 or blank (dialing format is 0003+E.164 or E.164)
• Standard: 0002 (dialing format is 0002+E.164)
• Wholesale: 0001 (dialing format is 0001+E.164)
Examples: for a call to Spain through:
• Premium you have to dial 34xxxxxxx or 000334xxxxxxx
• Standard you have to dial 000234xxxxxxx
• Wholesale you have to dial 000134xxxxxxx

Is it possible to setup multiple SIP devices with 1 single account?

Yes, such functionality is available. Calls from multiple SIP devices can go through 1 single account but in this case any of these SIP devices must not be registered in our SIP server; i.e. all these SIP devices should be configured to not send ‘REGISTER’ requests in order to prevent possible issues with unexpected call disconnect.
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