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Installation/Technical Support Kindly go through the common queries that you may normally come across in regards to Installation and Technical support. If you have any other question, not listed here, you are always welcome to call our customer service at 1-212-796-5000. |
| What is needed to use the thinkbright VOIP Service?
A Broadband Internet connection (72 Kbps or higher).
Either a IP phone or a VoIP adapter for use with a traditional phone (IP phone works with PC or Mac). A VoIP adapter is required to hook up a traditional phone to the broadband connection. |
| Is special equipment needed?
Yes. Your customers will need either an IP phone or a VOIP adapter. The IP phone will replace an existing phone whereas the VoIP adapter will allow users to hook up a traditional phone to the broadband connection.
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| How do my customers get thinkbright VOIP approved hardware?
Your customers can get ThinkBright VOIP approved equipment two different ways: (1) You can buy equipment from us at a wholesale rate and then directly provide your customer with the correct hardware or (2) You can source your own VOIP hardware for your customers from our approved list of hardware. Please note: All equipment must be pre-programmed prior to shipment to the end user. As part of our services, ThinkBright will train your staff on how to program the equipment.
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| Can a home gateway, router, NAT or firewall be used with the thinkbright VOIP service?
Yes. However, the firewall needs to be able to act as a SIP application gateway. This is not a common function of most firewalls. An alternative is to have the IP phone or adapter sit between the broadband connection and the firewall. They will share the public address of the firewall. All non-VOIP packets received from the WAN will automatically be forwarded to the firewall.
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| Is there a difference between using a DSL or cable modem with this service?
No. The only requirement is the speed of the connection. The broadband service must provide a connection speed in both directions of at least 72 Kbps.
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| Is a static IP needed to use this service?
No. It is not necessary to have a static IP. We will configure the VOIP equipment to work with you broadband service.
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| Can existing phone(s) be used?
Existing phones can be used with a VOIP adapter.
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| What are the bandwidth requirements for this service?
The broadband service must provide a connection speed in both directions of at least 72 Kbps.
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| Can this service be used with a dial-up connection?
Technically a dial-up connection could be used if the connection speed is at least 72 Kbps in both directions. However, we cannot guarantee top quality using less than a broadband connection.
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| Can I offer IP phones or ATA adapters other than the ones offered with your plan?
Yes. You may choose from any of the approved equipment. Our equipment has been specially programmed to communicate between our service and your broadband provider.
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| If using a broadband connection with only one network connection, does the computer have to be disconnected to use the think bright VOIP service?
No. The IP Phone or Adapter will plug into the broadband connection and the computer will then be plugged into the IP Phone or Adapter.
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| Does thinkbright VOIP service work over satellite Internet connections?
Technically, a satellite Internet could be used if the speed of the connection is at least 72 Kbps in both directions. However, we cannot guarantee top quality service and performance using less than a broadband connection.
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| Does thinkbright VOIP support FAX machines or modems?
At this time the service does not support FAX machines or modems. In addition, the service is not guaranteed to work with remote alarm systems.
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| What happens if a customer cannot get a dial tone?
Check to see that all that all of the connections are installed correctly. If there is still a problem, contact our Technical Support at 1-212-796-5000.
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| What can be done about poor audio quality when placing or receiving calls over the thinkbright VOIP service?
Generally, poor audio quality is related to the speed of the Internet connection. If the connection speed is less than 72 Kbps one can expect to experience some reduction in audio quality. If running at a speed above 72 Kbps and have consistently poor quality, contact our Technical Support at 1-212-796-5000.
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| Why do my customers incoming calls not ring?
First of all, check to see that all of the connections are correct. Secondly, make sure that the volume on the phone is turned up. If they still do not have a ring on incoming calls, contact our Technical Support at 1-212-796-5000.
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