What time zone is the call log displayed in?
Your call log will always reflect times the Eastern Standard Time equivalent of the time zone from which you are making the call. For example, if you place a call from your VoIP Gateway telephone at 7:00 pm in Calgary, the call log will show 9:00 pm EST.
How is the duration of a call calculated?
The minimum duration for a call to be valid (chargeable) is 6 seconds. When a call is valid, it has a minimum charge of 30 seconds. If a call exceeds 30 seconds, its duration is calculated in 6-second increments.
Can I use my existing telephone?
Nucleus babyTEL service will work with your existing analog telephones.
Can I transfer my existing phone number to the Nucleus babyTEL service?
Yes, you can transfer your existing telephone number, in most cases. Please contact our sales department to find out more.
PLEASE NOTE: Nucleus DSL customers must retain their active phone line in order for their high speed internet service to work. If you currently have DSL, you cannot port that number over to VoIP or your DSL will stop working.
Is there incentive for recommending Nucleus babyTEL service to my friends and family?
Yes, by referring a friend you will receive a credit on your account. Referrals must remain a customer for 3 months before you qualify for the credit (this offer does not apply to Pay as you Go plans). Please contact our sales department to find out more.
What is babyTEL's money back guarantee?
Click here for more information.
Can I merge my multiple babyTEL accounts into one?
Yes. We can combine your multiple accounts under one account for billing purposes. Contact us for more information.
How do I log in to my online babyTEL account?
You will need the following two pieces of information:
Can I change my password whenever I want?
Yes, you can change your password whenever you want. In fact we recommend changing your password periodically to keep your account secure. To change your password, login to your babyTEL account then select "Change my Password" in the "My Account" section.
I forgot my password. What should I do?
Select the Forgot your password option under help or at the login screen. Follow the instructions to have your password reset or emailed to you.
How do I change my personal information?
First, login to your babyTEL account. Then select "My Personal Info" in the "My babyTEL Service" section. Make changes as required and click on Save.
How do I see the history of calls I made?
First, login to your babyTEL account. Then select "My Call Log" in the "My Account" section. Note that all calls are logged instantly. Calls for the current billing period are shown. In the web interface, a link (show previous calls) displays the list of all previous calls.
How can I view my account details?
First, login to your babyTEL account. Then select any of the options in the "My Account" section to view your call log, billing details and credit card information. You can also change your password from this section.
What OS (operating system) does the babyTEL Softphone support?
Currently babyTEL only provides a Windows version of the Softphone. If you have a Mac or some other type of OS, you can download a supported Softphone from a number of other sources. To use a third party Softphone select the ‘already own a device' option' when subscribing to a babyTEL plan. We will provide you with relevant configuration settings you need to set up your Softphone.
Does my computer need to be online to receive calls?
Only if you are using your Softphone! Your computer does not have to be online to receive a call on any telephone connected to a babyBOX.
How do I get the babyTEL Softphone?
If you have subscribed to a babyTEL package that includes a Softphone, you will receive an email with complete instructions on how to download, configure and use the Softphone. Please note that at present babyTEL only provides a Windows version of the Softphone.
Will the babyTEL service work with my network setup?
Yes, very easily. If you have a router with a spare network jack (Ethernet jack), simply connect our babyBOX (analogue telephone adapter) to this jack. Connect an ordinary touchtone telephone set to the babyBOX and you are ready to enjoy the babyTEL services.
For detailed information on the many possible configurations, please peruse the babyBOX Installation Manual under documentation in the Help section.
Can I use babyTEL devices from behind my firewall?
Yes. However, for some firewalls you may need to make a minor adjustment to avoid a rare situation where incoming calls can be blocked by your firewall. If unsure of how to make the recommended changes below, refer to the firewall help or contact your firewall provider for assistance.
Firewalls that do no not use a Consistent NAT can block incoming calls. In this situation the firewall changes the address/port to which babyTEL needs to send the incoming call. If a call arrives at that moment, before babyTEL is notified of the new address/port, then that call will not reach your device. To avoid this, change your firewall setting to enable Consistent NAT.
SIP-aware firewalls can prevent calls from reaching your device. If this is the situation, disable the SIP awareness option on the firewall.
In the case of very strict firewalls, such as the ones allowing traffic only on limited well-known IP ports, your incoming calls may be blocked. Add a rule to allow incoming UDP packets from nat.babytel.ca to be redirected to your device.
Does babyTEL recommend specific brands or types of hardware?
babyTEL does not make any specific recommendations. babyTEL hardware and services have been tested extensively on a variety of systems and have been found to work flawlessly with most brands and types available. Specifically, babyTEL's offerings are fully compatible with:
Please note that at present babyTEL only provides a Windows version of the Softphone.
Should you have a problem after installing our hardware/software, please contact us for assistance.
My babyBOX stopped working. What should I do?
Rebooting the babyBOX may restore your connection. If not, a reboot of networking related equipment may be needed.
Rebooting the babyBOX:
This may be necessary if you notice that the VoIP light on the babyBOX is off and you can't make a babyBOX telephone call or if the Network light is off and you can't surf the Internet from your computer which connects through the babyBOX. This may be due to an interconnecting cable having become disconnected or there might have been a power surge. So, first ensure that all the connections are secure. Then reboot the babyBOX, as follows.
Pick up the receiver to confirm that there is a dial tone.
Rebooting other networking equipment:
Thunderstorms, power outages and other sources of power surges can cause loss of synchronization and disruption of communication links. So, if you can't make a call from your babyBOX telephone and/or can't connect to the Internet, you may need to reboot your networking equipment. This consists of powering down, then powering up your equipment. You do NOT have to disconnect any of the interconnecting cables.
Power down each element in the order shown below then wait a few minutes and power them back up in the same order. To power off a device turn its power switch off or unplug in its power cable. When powering up wait for each device to become ready before powering up the next one.
You should now be able to make a call using the babyBOX telephone or surf the Internet.
What happens if I make a call from a location in a different time zone?
The time shown in the call log will be displayed in the time zone you specified in your profile. For example if your time zone is Eastern Standard Time and you place a call from your babyBOX telephone at 20h00 from a city on the west coast, the call log will show 23h00 EST.
Can I use my Softphone from anywhere in the world?
Yes, as long as you can connect into high-speed Internet.
Can I receive calls on my Softphone when traveling?
Yes. Your babyTEL number follows you everywhere you go in the world.
Can I connect my babyBOX on telephones in another country?
Yes, as long as they are equipped with an RJ-45 jack (typical North American phone jack) or an RJ-45 adapter. You may also need a power plug adapter.
How do I access my telephone mailbox?
You can access your mailbox from your babyBOX™ telephone as well as any touchtone telephone, anywhere.
From your babyBOX telephone:
Simply dial *98. The system will prompt you to enter your passcode. Follow the instructions.
From ANY telephone:
Dial your babyTEL telephone number. When your greeting (or the system greeting) starts to play, press *. You will then be prompted to enter your passcode. Follow the instructions.
How does Voice-to-Email work?
On the online account management portal under My babyTEL Service > Configure my messaging select voice-to-email. With this option every message that is deposited in your telephone mailbox is copied to your email address. Your voice messages arrive at your PC as standard emails with wav file attachments. You can then listen to your messages on your computer. Just like any email, you can permanently save, organize, or delete these messages from your computer.
Note that under this option your messages will be kept in your telephone mailbox for three days, during which time you can still call your mailbox and listen to them over the phone if needed.
What do I need to listen to my voice messages on my computer?
You need three things:
How many messages can my mailbox hold?
Your mailbox can hold 300 messages. This is the total of New and Saved messages.
How long is a message kept in my mailbox?
This varies with the option you select when you sign up for the service. If you opt to have your messages forwarded to your email address, then your New messages will be kept in your mailbox for three days. If you do not opt for this option, your new messages will be retained for thirty days. After this period they will be automatically deleted.
Saved messages are retained for 30 days.
You extend the life of a message by 30 days each time you save it.
What is the maximum duration of a message that can be left by a caller?
A caller can leave a message up to five minutes (300 seconds) in length.
What is the maximum duration of my personal greeting?
You can record a greeting up to 15 seconds in length.
What is the maximum duration of my spoken name recording?
Your spoken name recording can be up to 5 seconds in length.
What determines the date and time stamp on the messages in my mailbox?
The date and time affixed to your messages indicate when they were deposited in your mailbox or last saved by you, in the time zone specified in your babyTEL account.
How do I avoid unwanted calls?
Unsolicited telemarketing calls are an annoyance to everyone. Unfortunately babyTEL (as with all other telephone companies) cannot block these calls because there is no central list of telemarketers to draw from. However, there are several things you can do to reduce their occurrence, or eliminate them altogether.
(1) Canadian users can register with the CRTC's DNCL (Do-Not-Call-List) service at www.lnnte-dncl.gc.ca. This is a free service.
Note:Certain telemarketers are exempted from the DNCL rules, such as:
(2) Use babyTEL's star feature *60 to block calls from the last number (if that number is known).
(3) Use babyTEL's star feature *77 to block ALL calls from anonymous (private) numbers.
How does Nucleus babyTEL e911 service differ from conventional 911 service?
How does Nucleus babyTEL e911 service differ from conventional 911 service?
Your safety is paramount
babyTEL's 911 Service provides you a reliable means of reaching help in times of emergency. It is important that you understand how it works, how it differs from traditional phone service and what you must do to ensure that it works smoothly - when you need it.
|Situation||babyTEL 911||Traditional Telephone 911|
|Power outage||Stops working||Continues working|
|Internet out of service||Stops working||Continues working|
|Does the 911 dispatcher know your location?||Likely. However in conformance with CRTC regulation, the emergency call center operator will ask you to confirm your location.||Yes, always.|
|Upon arriving at a new location, will 911 work?||Yes, if you updated your address and received a confirmation. (If not, login to your account and update your address without delay.)||Not applicable, as a traditional telephone line is not portable.|
What you must do:
In order to enable emergency services personnel to call you back if you have been cut off or needed to hang up to attend to the emergency:
How it works:
Determining your location
Due to the portability of VoIP service, babyTEL cannot know your current location unless you keep us advised of changes at all times. babyTEL relies on the address you provide at the time you subscribed or updated subsequently by logging in to your account. This is important to bear in mind. Wrong or outdated information may mean a delay in response time.
When you dial 911 using the babyTEL Service, we use your address on record to select the PSAP (Public Safety Answering Point) nearest to you and send your call to that center. The operator responding to your call will ask you to confirm your current location. After verifying your address and noting the particulars of your emergency, the operator will contact the appropriate emergency services (police, fire department, paramedics, etc.) and help will be dispatched to your location.
Should I test the 911 Service?
No. You do not need to do this. When you activate the service or subsequently update your address particulars, you will receive a confirmation email from babyTEL informing you that your 911 Service is active and functioning.
Note that dialing 911 when there is no emergency may be a punishable offence in some provinces and states. If you have dialed 911 by mistake, immediately inform the operator that there is NO emergency.
Reliability and good practice
babyTEL has made every effort to make the 911 Service as reliable as possible through adherence to the highest standards. Unfortunately, like all other emergency services, there exists a small likelihood of failure due to network congestion or equipment malfunction. This is particularly true during a natural (or man-made) disaster when networks, switches and lines are jammed or busy due to abnormal traffic. As 911 is not the only way to reach emergency personnel, it is advisable to keep at hand, direct numbers for the police, fire department, paramedics, etc. FOR THESE REASONS, BABYTEL STRONGLY RECOMMENDS THAT YOU HAVE AN ALTERNATIVE MEANS OF ACCESSING TRADITIONAL 911 SERVICES DURING POWER OUTAGES OR INTERNET FAILURE. THIS COULD BE A TRADITIONAL LANDLINE OR A CELL PHONE.
babyTEL® offers a 14-day money back guarantee, applicable to one primary line per account, but not for additional or secondary lines. Under terms of the Money-Back Guarantee, babyTEL refunds the activation fee, first month of service, device rental fees and shipping charges. Any payment for the purchase of a device is also fully refunded.
To be eligible for the money back guarantee, (i) the user must terminate the Service within 14 days of the Anniversary Date, (ii) the Device(s) must be returned within 14 days of the date of cancellation and (iii) the account must not have exceeded 250 minutes of usage. User remains responsible for any long distance charges, directory assistance and all other usage fees that are not eligible for refund. THIS MONEY BACK GUARANTEE DOES NOT APPLY TO ACCOUNTS EXCEEDING 250 MINUTES OF USAGE AND SUCH ACCOUNTS ARE NOT ELIGIBLE FOR REFUND OF ANY OF THE CHARGES DESCRIBED HEREIN.
All returned devices must be in the original packaging with the UPC or bar code intact. All components, manuals and registration card(s) must be included. Equipment must be returned with a valid return authorization number obtained from babyTEL Customer Care. To obtain a return authorization number, user must contact firstname.lastname@example.org. User is responsible for the cost and risk of return shipping of equipment. THE MONEY BACK GUARANTEE WILL NOT BE HONORED IF USER FAILS TO MEET ALL SUCH REQUIREMENTS.
|babyTEL® and the babyTEL logo are trademarks of babyTEL Inc. used under license.|