General Questions

Q:  What do I need to know to plan a change to VoIP?

A: Print and fill out this document.  It will help you decide what you really want out of your telephone system.  You may wish to keep it handy when you call us (or our competition).  Or even fax it it to us so that we can review it and make recommendations.

Q:What will it cost?

A: The service is free for IP to IP calling. If you wish to call someone who only has access to the traditional phone network, take a look at our Pay-as-you-go Calling plan or monthly calling plans.

Q: Is there support?

A: Yes, we offer several types of support.

Q:  Do I have to buy a phone?

A:  No, you can use one of many free “soft” phones. Please see this page for examples.

Q:  What will my phone number be?

A:   You can choose any 7 digit phone number you like for your virtual number, as long as someone else is not using it.  Your DID number (like the number given to traditional telephones) can be selected amongst many different area codes and prefixes.

Q:  Does it work with cell phones?

A:   No, you have to use an IP phone to connect to the service. There would be no cost advantage because you would still have to pay to use your cell phone. There are a number of wireless IP phones available on the market, please see our products page for examples.

Q:  Can I call a regular phone?

A:  Yes, with Pay-As-You-Go Calling, PSTN bridging is available.

Q:  How does it sound?

A:  It depends on the codec (analog to digital converter) that you and your destination party use. G711u, G711a (often called PCM) has very high quality sound and is at least as good as a regular phone.

Q:  How does someone without JTK call me?

A:  This question has two different answers. 
1) If you choose a plan with a "DID" number, people throughout the world will call you just as they do any public telephone number.  People calling you will never know the difference.
2) If you decide to NOT have a "DID" number,  your callers can reach you through a gateway phone number which will ask them for your 7 digit phone number. Please note: Free Internet Calling does not have access to this service.

Q:  Can I surf the Internet while I'm talking?

A:  Yes if your bandwidth permits you to talk on the phone and surf at the same time. 

Q:  What is a SIP phone?

A:  SIP stands for Session Internet Protocol. It is a very common standard for setting up calls between devices. JTK uses any SIP IP phones that comply with the International Standards Organization.  (This means you cannot use equipment made for vonage or skipe. Any equipement you buy from them can only be used with them).

Q:  What is broadband?

A:  Broadband is typically considered anything faster than a dial-up modem connection. Examples would be: DSL, Cable modem, ISDN, T1.

Q:  What is NAT?

A:  NAT stands for Network Address Translation. This is a form of firewall that makes opening channels to phones inside it difficult.  JTK has developed means to make this a non-issue with our service. JTK's service will work seamlessly whether you are behind a firewall or not.

Requirements

Q:  Do I need a computer?

A: No, you do not need a computer to call via JTK. In fact, most people find making a call through a VoIP phone easier and more natural. Since all account features such as call forwarding are offered online via the account control panel, it is recommended that you use a computer to manage your account.

Q:  Does it work on Mac/Linux?

A: Yes. If you would like to use a computer or “soft” phone, there are many available for all major operating systems.

Q:  Do I have to buy a phone?

A: No. If you would like, you can use a “soft” phone on your computer, see above.

Q:  Can I use dial up?

A: Minimum bandwidth requirement is 64 Kb/s in each direction (total 128kb/s).  Additionally the connection must be stable and up to the task of transmitting voice packets in a timely or reliable manner. To verify your connection is reliable you can use packet tracing software to reveal network problems. We recommend a product called "Ping Plotter". You can download a free trial version at http://www.pingplotter.com.

Setup Help

Q:  Where can I get an IP phone?

A:  Please see our products page for your options.

Q:  I have a NAT - what do I do?

A:  Nothing different. The setup is the same whether you have a NAT or not.

Q:  How do I configure it?

A:  Configuration information is available here.

Q:  Do you provide quick start guides?

A: Yes, go to our tutorial page.

Using JTK

Q:  How do I call someone?

A:  Pick up the handset and dial the number. Local (JTK) subscribers can be reached by dialing their seven digit number. 800 services and long distance numbers can be reached by dialing 1 + area code + number. Please see our tutorial page for more information. Please note: Free Internet Calling accounts do not have access to PSTN or toll free calling.

Q:  Who can I call?

A:  With Free Internet Calling, you can call all JTK members, IAXTel numbers, SIPphone numbers and FWD numbers for free. With Pay-as-you-go, prepaid, or monthly plan calling, you have the capability to call anyone in the world.

Q:  When can I call?

A:  Anytime, day or night.

Q:  How do I check my messages?

A:  If you have a phone with a “Message Waiting Indicator” it will show you when you have voicemail messages waiting. Some phones have a light, some will give you a “stuttering” dial tone to indicate messages are available. You can also check your messages by dialing 8500.

Q:  How do I do an echo test?

A: You can perform this test by dialing 600#. This test is a good way to check to see what your connection to the server sounds like.

Q:  What is "error code 104" ?

A: The problem is that the system has detected more than one IP Phone registered with a virtual phone number that is associated with an unlimited calling plan. Calling plans are restricted for use by only a single virtual number to prevent abuse. The simple solution is to make sure that you only have one device programmed with the virtual phone number that is associated with your calling plan.

Occasionally, due to power outages or telephone device reboots more than one registration can appear for the same virtual number, triggering an error 104. The old registration will eventually expire (you can check for when on your control panel.)