Voice support

Call plan

Your voice subscription comes with a phone number. What happens when someone calls the number is determined by how the call plan is configured. The call plan can direct the call to your voicemail or send it to one or more pone numbers. It can be configured differently depending on the day of the week, or the time of day.

By default the call will be directed to your voicemail.

To edit a call plan, go to ‘Voice’ and click ‘Edit call plan’ for the number you want to configure.

Each call leaves a record on the XOIP website, where you can see what happened to the call. On the Traffic page, under Voice Calls, you can see when the call happened and how long it lasted. You can see the number it originated from and the number it was forwarded to, or to which email address a voicemail was sent.

 

Voicemail in your email

Your number comes standard with voicemail. Callers can record a message, which is sent to your email address as an audio file, where you can open it and listen to it.

By default all incoming calls are directly sent to voicemail, until you configure the call plan to forward calls to a phone number.

When the forwarded call is not answered, the call will be directed to voicemail. If forwarding is configured, it is also possible to disable voicemail altogether.

On the XOIP website you can find a record of any call that was made to your number. If a caller does not leave a voicemail message, you will still see that a call was made on the XOIP website under ‘Traffic’, but you will not receive an email notification.

Coming soon: you can also listen to voicemail messages from the XOIP website, under ‘Traffic’. These messages will be permanently deleted after X days.

Welcome message

Callers that reach your voicemail will be greeted with a welcome message.

To configure your greeting look for the voicemail bar in the call plan and click ‘Edit’. In the panel that opens you have the option to select the standard Dutch or English greeting, to record a greeting, or to upload an audio file containing your greeting.

Voicemail Fair Use Policy

To avoid unduly high or malicious use of voicemail, XOIP limits the amount of voicemails you can receive each month. For details, please read the Fair Use Policy.

 

Forward from your phone to XOIP

XOIP can be used to replace the voicemail service of your mobile phone provider. If you are abroad, you can listen to messages left on your mobile phone by email, instead of paying expensive roaming costs.

Forwarding calls from a fixed phone

To let XOIP pick up your calls dial *21*0841234567# (substitute 0841234567 with your own XOIP number).
To disable forwarding to your XOIP number, dial # 21#
To forward after 4 rings, replace 21 with 61.
ISDN: use 210 and 610 instead of 21 and 61.

From a mobile phone

There are various options available via mobile phone. The most popular are below. Check your phone manual, or use the settings menu on your phone.
To let XOIP pick up calls if you don’t answer, dial **004*0841234567*11# (replacing 0841234567 with your own XOIP number).
To disable forwarding to your XOIP number, dial ## 004**11#

 

Forward from XOIP to your phone

You can automatically direct any incoming calls to another phone number. In the call plan look for the “Send call to” bar. Turn the toggle on (to blue) and click ‘Edit’. This opens a panel where you can enter the phone number where you want the calls to forward to.

Ring duration

In the ‘Edit’ form you can set the number of seconds you want the phone to ring, before it falls back to voicemail. By default this is set to 20 seconds.

CLI

To see the number of the person who is calling, leave the ‘Caller ID’ option to “Caller’s number”. This is recommend for mot people.

But if you have many XOIP numbers, it can be useful to set the ‘Caller ID’ option to ‘My number’. In that case, when a call come in, you can see which of your XOIP numbers is being called.

Cost of forwarding

The cost of a forwarded call consists of a start rate per call plus the call forwarding rate per minute.

The start rate is the same for all calls at €0.08 per forwarded call.

The call forwarding rate depends on you subscription. Check the rates on the Pricing page for your subscription. The costs are calculated on a per second basis.

The forwarding costs are deducted from your XOIP credit balance.

Free minutes

If your subscription has a monthly free minutes allowance, you will not pay anything until you run out. Free minutes are replenished every month. If you chose the right subscription for you, then in most cases this will be enough and you will not have to pay extra for forwarding calls. Check your subscription to see to which countries you can forward within your free minutes allowance.

If you have no free minutes (left) or your free minutes do not apply to the destination you’re forwarding to, then XOIP will charge a forwarding rate.

 

Work hours

In the call plan you can configure what should happen with incoming call depending on the time of the day and the day of the week. Many people use this to route calls to a phone number during work hours and directly to voicemail outside work hours.

In the call plan you find the ‘Work Hours’ bar at the top of the call plan. By default work hours are configured from 09:00 to 17:00. You can change that by clicking Edit. A panel folds out where you can set your own time and days.

By turning the toggle on you will see the option appear to configure two different call plans. One for during work hours and one for outside work hours.

 

Call lists

Call lists are useful for sending an incoming call to more than one person, when you’re not sure who will be able to first pick up.

You can activate this mode by toggling on the “Send call to” bar. You then ‘Call list’ from the pull down menu.

There are two ways you can set it up:

Ring one at a time: When a call come the call plan will try each number in the order that you’ve listed them. Each number will ring for a number of seconds, before passing the call on to the next number.

Ring simultaneous: When a call comes in, all numbers listed will be called simultaneously. When one of the numbers picks up the call, the others stop ringing.

You can add up to 5 numbers.

Ring duration

In the ‘Edit’ form you can set the number of seconds you want the phone to ring, before it falls back to voicemail. By default this is set to 20 seconds.

CLI

To see the number of the person who is calling, leave the ‘Caller ID’ option to “Caller’s number”. This is recommend for mot people.

But if you have many XOIP numbers, it can be useful to set the ‘Caller ID’ option to ‘My number’. In that case, when a call come in, you can see which of your XOIP numbers is being called.