Helpdesk

Data
How to transfer Vodacom Data to another sim
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
How to set up a Fibre Router

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.

DSL Services Explained

Premium Plus Uncapped DSL
This is an uncapped service that is prioritised for Business Users based on available network capacity where high priority is required for typical business protocols.

Premium Uncapped DSL
During peak network times, we give priority to real time services (such as browsing, email, commercial streaming such as Netflix, Showmax etc), high bandwidth services such as NNTP, Peer-to-Peer and Torrents (and similar but not limited to) will receive less priority.

Home Uncapped DSL
These services are managed according to the last 7 days usage projected to 30 days as well as the available capacity on the network at all times.  
There are predefined thresholds set and when exceeded the account speed will be managed down to a maximum of 50% of the account speed. Should the demand on the network exceed available capacity these thresholds may be managed more aggressively and differ to the table below.

The thresholds per account speed are:

Speed

Threshold

1Mbps

20GB

2Mbps

40GB

4Mbps

80GB

5Mbps

80GB

8Mbps

100GB

10Mbps

120GB

15Mbps

160GB

20Mbps

200GB

30Mbps

225GB

40Mbps

250GB

50Mbps

250GB

100Mbps

300GB

200Mbps

400GB

500Mbps

600GB

1000Mbps

1000GB

Fibre not working
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.
LTE Sim Card Not Working
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.
Voice
How to set up an Desktop IP Phone

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

No Audio or Poor Call Quality
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.
How to set up a Mobile VoIP App

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.

Calls don't go through to Vodacom or MTN
Check that your Caller ID is a valid local landline number
Phones not working
1. Check your Account Balance and subscription Balance
2. Check your IP Status
3. Check your internet connectivity by visiting www.google.co.za
4. Use https://youfiles.herokuapp.com/telnetclient/ to Telnet to port 5060 on 156.0.96.60.
How to set up an Asterisk trunk with our pbx system
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

Hosting
Email not working
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
How to import an email box into the Interworx system ?
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
E-Commerce Configuration Form
How to teach the email system about new spam senders
Go to yoru mailbox folder settings and change the Spam folder to Learn Spam.
General
Business Partner Subscriber Contract Sample
See Attachment.