Helpdesk

Phone Lines
Asterisk-based PBX setup guide
Inbound Route
type=peer
secret=password
username=101
host=domain.cloudtools.co.za
fromuser=101
canreinvite=yes
insecure=invite,port
qualify=yes
nat=yes
port=5060
context=from-trunk

register => 101:password@yourdomain.cloudtools.co.za/101

Mobile Office Softphone App setup guide

Create a new account and add details from Extension email sent to you as below:
Label / Account Name / Display Name: Extension Username as per email sent to you
Username / Register Name: Extension Username as per email sent to you
Password: Extension Password as per email sent to you
Sip Server: Extension Sip Server as per email sent to you
Transport Type: TCP
Audio Codec Settings: aLAW
Subscribe for Register: Enabled
Save
Register status should say: Registered
If not, double check the above details or send an email to support.

Call Audio troubleshooting guide
Check that your upload speed is greater than 5MBps using www.speedtest.net
Check that your codecs are exactly in this order G.711A (ALAW), G729.
Outgoing Phone Calls troubleshooting guide
  • Check that your phone is registered, if not folow the "Phone Registration troubleshooting guide"
  • Double check your sip account credentials, Account Balance and Airtime Balance
  • Check your internet connectivity by visiting www.google.co.za
  • Check that your Caller ID is a valid local landline number
  • Call us for support
Phone Registration troubleshooting guide
0. Reboot your phone.
1. Double check your sip account credentials, Account Balance and Cloudtime Balance
2. Check your internet connectivity by visiting www.google.co.za
3. Go to our portal, Click Registrations - Click "Check your Firewall IP Blocked Status" to unblock your IP.
4. Check you NAT settings on your phone and router.
5. Disable SIP ALG on your router.
6. Use https://youfiles.herokuapp.com/telnetclient/ to Telnet to port 5060 on 156.0.96.60
7. Set the phone setting "Sip Keepalive" value to a lower amount of seconds.
8. Reset your phone to factory settings and setting it up your account again (don't change any other settings).

Give us a call to help you through the above steps to getting you phone registered.
Desktop IP Phones
Desktop IP Phone setup guide

Connect to Internet - Wired
Connect a LAN Cable

Connect to Internet - Wireless
Click the Settings Button
Enable Wi-Fi
Select a Network
Put in your network password

Log onto the web interface
Click the center tick button to find the ip address of the phone.
Enter the IP Address into a web browser of a PC on the same network.
Username: admin
Password: admin

Enter the registration details
Click on the Account Tab and add details from Extension email sent to you as below:
Label: Extension Username as per email sent to you
Display Name: Extension Username as per email sent to you
Register Name: Extension Username as per email sent to you
Username: Extension Username as per email sent to you
Password: Extension Password as per email sent to you
Sip Server: Extension Sip Server as per email sent to you
Transport Type: TCP
Click Confirm
Refresh the Page
Check that the register status says: Registered
If not, double check the above details.

Fix your Codecs
Click on Codecs and make sure you enable the following in order: PCMA(G711A), G729

Warp-Speed Fibre
Fibre Router setup guide

Using your smartphone, connect to the Wi-Fi of your router
Click on your active Wi-Fi connection
Select Manage Router
This should open your web browser to 192.168.0.1 or IP Address of your router in the user guide
On the Router Login Page, try the default credentials or the password you have set:
Username: admin
Password: admin

Depending on the type of Router you are using, Check that the Operations Mode to "Wireless Router Mode".
Under LAN Settings
Choose Network and choose PPPoE with Dynamic IP
Change the username and password as per the Username and Password provided email to you and save.

Fibre troubleshooting guide
1. Check that the sim card is inserted correctly.
2. Check that the status light on your router is green.
3. Try rebooting your Wi-Fi extender.
4. Do a speed test closer to your Wi-Fi extender to check your speed.
Vodacom LTE
LTE Sim Card user guide
From your sending sim, do the following:
  1. To get started dial *135#
  2. Access “Services” via the services selection
  3. Select “Next” to access the next menu
  4. Choose the “Data Transfer” option
  5. Pick the data bundle you wish to transfer
  6. Select the amount of data you wish to transfer to your recipient
  7. Choose your recipient
  8. Confirm your selection
LTE Sim Card troubleshooting guide
Take it out from the Wi-Fi and put it into a phone. 
Dial 141#
Select option 3
Ignore the error message
Restart the phone
Connect to the internet
It should thereafter.
Website Hosting
Email migration guide
1. Zip the mail folder on the old host
2. Create the mailboxes on the new host
3. Unzip the mail folder on the new host
4. Copy the mail files from the cur folder of the old mailbox to the cur folder new mailbox
5. Fix the permissions and ownership on the new mail files
6. On Outlook IMAP folders subscribe to all folders
7. Restart Outlook
Email user guide
How to teach the email system about new spam senders
Go to yoru mailbox folder settings and change the Spam folder to Learn Spam.
Email troubleshooting guide
1. Check your internet connection by going to Google and doing any search.
2. Reset password on your email address to get the setup email
3. Check that your settings are exactly as specific on the setup email sent you