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.

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.

This means:

• A call lasting 5 seconds or less = 0 seconds.
• A call lasting 6 to 30 seconds = 30 seconds.
• A call lasting 31 seconds = 36 seconds.
• A call lasting 37 seconds = 42 seconds, and so on.
• Calls that are chargeable are rounded up to the next cent.

Nucleus babyTEL service will work with your existing analog telephones.

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.

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.

Click here for more information.

Yes. We can combine your multiple accounts under one account for billing purposes. Contact us for more information.

You will need the following two pieces of information:

1. User ID: This is included in your babyTEL subscription Starter Kit.
2. Password: This is provided to you during sign-up.

1. Visit the login page here
2. Enter your User ID in the "User ID" field.
3. Enter your Password in the "Password" field.
4. Click on GO.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Consistent NAT:
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:
SIP-aware firewalls can prevent calls from reaching your device. If this is the situation, disable the SIP awareness option on the firewall.

Strict firewalls:
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.

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:

1. Most routers on the market
2. Macs and PCs
3. Most touchtone telephone sets

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.

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.

1. Unplug the power cable from the babyBOX.
2. Wait 10 seconds, then plug the power cable back in.
3. Wait 2 minutes for the babyBOX to boot up. When the lights on the babyBOX stop flickering and the VoIP light is on, it is ready for use.

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.

1. Cable/DSL modem.
2. Router, if any.
3. Hub, if any.
4. babyBOX.
5. Your computer.

You should now be able to make a call using the babyBOX telephone or surf the Internet.

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.

Yes, as long as you can connect into high-speed Internet.

Yes. Your babyTEL number follows you everywhere you go in the world.

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.

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.

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.

You need three things:

1. Enable the Voice-to-Email service. This can be done from your online babyTEL account.
2. A sound-equipped computer, i.e. with a sound card, speakers, etc.
3. Software that can play wav files, e.g. Windows Media Player, RealPlayer, etc. Note that most players can be downloaded from their respective web sites for free.

Your mailbox can hold 300 messages. This is the total of New and Saved messages.

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.

A caller can leave a message up to five minutes (300 seconds) in length.

You can record a greeting up to 15 seconds in length.

Your spoken name recording can be up to 5 seconds in length.

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.

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:

1. Registered charities;
2. Political parties, riding associations and candidates;
3. Newspapers;
4. Organizations with whom you have an existing business relationship.

(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.

Caution:

1. Calls from certain social organizations can be anonymous, such as a hospital or a shelter. If you use the *77 feature, a valid call may be blocked. Use this feature judiciously.
2. Some fraudulent organizations use Caller ID spoofing, which is the act of disguising their caller ID information into something you might trust. The *77 feature cannot block such calls.
3. If you suspect you have been a victim of telephone fraud, contact your local anti-fraud agency immediately. Canadian users can call the Canadian Anti-Fraud Call Centre, at 1-888-495-8501 or go to www.phonebusters.com.

Safe Practice:

1. At all times, do not give out sensitive information over the phone unless you are certain of the caller's credentials.
2. When talking to an exempted telemarketer, you may ask that your number be placed on their internal do-not-call list if you do not wish to be contacted. They are obliged to comply.

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.

Differences:

What you must do:

1. Activate 911 Service: You must activate the 911 Service. This requires you to fill in your address, acknowledge that you understand the limitations of the technology and give your consent. This form is offered to you when you subscribe to the babyTEL service.
2. Update your address: If you have changed your location, login to your account and update your address.
3. In an emergency: Call 911 and state the emergency in a clear, calm and discernible voice. The emergency dispatcher will ask you to confirm your current location. When confirming your address, mention any distinguishing landmarks that may help the emergency services personnel locate you quickly.

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:

1. Ensure that Call Forwarding and Do-not-disturb are deactivated.
2. Ensure that your telephone ringer is NOT set to OFF.

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.

Dispatching help

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.