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Max FAQ
General
Functionality
Setup/Connectivity
Account Issues
Troubleshooting
General
Can calls be
placed from one Net2Phone hardware device to a different Net2Phone
hardware product? If so, how?
The Max, IP Phone and Net2Phone Pro can all communicate with
each other as well as the PSTN. Calls from one hardware device
to another are made by dialing "*72" and the other
parties' virtual/account number. For more details and features
on calling from one Max unit to another, please see the Max
to Max Calling technical bulletin.
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Will any
of the Max products work with ISDN, DSL or cable?
As these units require a maximum of 17Kbps of bandwidth per
call, they will operate with ISDN, DSL or cable. The amount
of available bandwidth will determine how many simultaneous
calls can be made from the Max. Please see the Max Bandwidth
Requirements technical bulletin for more information.
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How do I dial a phone number within
the United States?
Simply dial "1" + the area code + the number, followed
by the "#" key.
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How do I dial a phone number that
is not located in the United States?
Simply dial "011" + the country code + the city
code + the number, followed by the "#" key.
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When I call the United States,
the call quality is very good, but I experience a delay when
calling other countries. Why?
This is most likely occurring in the local phone system and
is independent of the Net2Phone products.
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My audio cuts in
and out or is distorted. What can I do to help fix this problem?
Bad audio begins with low bandwidth. You can change codecs on the Max
gateway to change the frames per packet setting. In order to do this,
you will need to telnet into your Max gateway and follow the directions
in the Command Reference Guide on changing the frames per packet.
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Do the Max products support faxing?
Yes. All Max products have faxing capabilities.
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Do I need a router to use a Max
product?
Yes. All Max products require a connection to a hub/router.
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Can I use my Net2Phone device
with a proxy server?
No. Net2Phone devices will not work behind a proxy server.
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Will I still be billed for a call
if the other party does not answer?
No. You should not be billed for a call that is not completed.
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Functionality
What is the difference between
the Max 8 and the Max 8 Plus?
The Max 8 has eight fixed FXS ports. The Max 8 Plus may contain
four FXS + four FXO, eight FXS or eight FXO ports.
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What does FXS mean?
FXS stands for "Foreign Exchange Station." Very
basically, you can plug standard analog phones into a Max
FXS unit. The FXS version of the Max does not support inbound
PSTN calling, but you can receive calls (via *72) from other
Max units. It is possible to attach FXS lines to a PBX through
an analog trunk card (COIC/COIB). The Max 4, Max 8, Max 8
Plus and Max 8/16 all feature FXS versions.
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What does FXO mean?
FXO stands for "Foreign Exchange Operator." Basically,
FXO allows you to connect the Max to a PBX through an analog
line card (SLIC/SLIB). With an FXO unit, inbound PSTN calls
and remote calling are supported. The Max 8 Plus and Max 8/16
both feature FXO versions.
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What does T-1/E-1 mean?
T-1/E-1 is the standard digital interface for high capacity
transmission of telephony and data communications. North America
uses the T-1 standard, which supports up to 24 simultaneous
calls on the Max, while Europe utilizes the E-1 standard,
which supports up to 30 simultaneous calls. The T-1/E-1 interface
is a single port on the Max.
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What bandwidth
is required to use the Max?
The Max requires 17k bandwidth per line in order to maintain
a standard Quality of Service (QoS).r.
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How do I upgrade the Max?
Upgrading the Max unit is a relatively quick and easy process.
Connect to the Web interface, click on "upgrade"
and follow the instructions. During the upgrade procedure,
no calls should be made through the Max. Upgrade times vary
depending on available bandwidth, but normally take no longer
than five minutes.
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Can I call
any number through the Max (i.e. 911)?
Please be aware that special emergency and informational numbers
(i.e. 411, 611, 911, 0) cannot normally be accessed through
the Max. However, if you have a Max with at least one FXO
port, it can be configured so that these calls are routed
through the PSTN.
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How can I set a
longer pause time for placing a call?
The default pause time is three (3) seconds. If you would like to set
a longer pause time between dialing a number and placing the call,
you will need to telnet into your Max gateway and configure the FXS,
FXO, or IVR port to a longer second value. Follow the instructions in
the Command Reference Guide.
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What will
happen if all of the lines from the Max are in use? Can I
still place a call?
The PBX can be programmed so that if all of the Max lines
are in use, calls will be routed through the PSTN. If this
happens frequently, it may be time to add an additional Max
or additional ports in the case of the Max 8/16..
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Will the
Max work with LCR (Least Cost Routing) systems?
FXS and T1/E1 versions of the Max will work in conjunction
with PBXs that feature least cost routing.
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Which Max
units feature IVR functionality?
Currently, the Max 8 Plus (FXO), Max 8/16 (FXO) and Max T1/E1
have IVR functionality.
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What functionality
does the IVR present and how is it programmed?
The IVR may be programmed to play a greeting and/or request
certain information (i.e. a password) when a port is accessed.
The IVR function can be configured through the Max Web Manager
or through a telnet connection by using the commands found in
the Command Reference Guide.
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How can
I identify if my Max unit features FXS or FXO ports?
This can be identified through the Max Web Manager or on the
actual card itself.
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How can
I view a call/usage report on the Max?
You must telnet into the unit and view the "N2P:STATISTICS/CALL/s"
directory. Please see the user's manual for information on
how to telnet into the Max.
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If I already
have a Max and want to add more, what are the installation
issues involved?
You would add additional Max units to a network just as you
would add additional computers to a network. Make sure there
is enough bandwidth present and the appropriate IP addresses
are available.
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If my Max
has FXS ports can I replace them with FXO ports instead and
vice versa?
Both the Max 8 Plus and Max 8/16 support both FXS and/or FXO
ports. If you have either of these two units, you can purchase
FXS and/or FXO cards to change the functionality of your Max.
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Setup/Connectivity
During setup, how do I enter the periods in my IP address and netmask
through an analog phone?
Simply use the "*" key on the phone to enter a period
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When I
enter a static IP address into the Max and restart the unit,
the static IP address that I entered is not saved. What should
I check?
Make sure that DHCP is set to "OFF" on the Max.
If you entered the IP address through an analog phone, make
sure you press the "#" key before hanging up.
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When I
attempt to access the Max Web Manager, I am prompted for a
user name and password. But, when I enter them and press OK,
the password page reappears. What am I doing wrong?
Please make sure that both the user name and password are
correct. Note that the user name and password are case sensitive.
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In the
Max Web Manager Network and Voice Configuration, what do I
enter in the DNS server fields if this does not apply to my
situation?
If you are not utilizing DNS servers, make sure to enter "0.0.0.0"
in these fields. You will not be able to save this configuration
if you leave the field blank.
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If I already
have a Max and want to add more, what are the installation
issues involved?
You would add additional Max units to a network just as you
would add additional computers to a network. Make sure there
is enough bandwidth present and the appropriate IP addresses
are available.
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Which Max
units can be connected to a PBX and how is this done?
All of the Max units can be connected to a PBX, although PBXs
have different connectivity requirements. For example, the
Max T1/E1 would be used to connect to a digital PBX. Depending
on the available line cards or trunk cards, the Max 4, Max
8, Max 8 Plus or Max 8/16 could connect to an analog PBX.
Any Max featuring FXO ports (Max 8 Plus or Max 8/16) could
connect to an analog line card while FXS units (Max 4, Max
8, Max 8 Plus or Max 8/16) could connect to an analog trunk
card.
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When would
I need to use the serial port on the back of the Max?
If you have a Max FXO unit, you will need to utilize the serial
port for the initial configuration of the LAN settings since
you cannot connect a standard analog phone directly to an
FXO port.
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When
I attempt to connect to my Max through a serial cable connection,
I do not see any text, or the text that appears is distorted.
Make sure the connection settings are as follows: Baud rate
= 19200; Parity = None; Character Size = 8; Stop Bit = 1;
Flow Control = None. Make sure the serial cable is connected
and fastened to both the MAX and your computer.
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Account Issues
How many
different accounts do I need to use one of the Max products?
You will need at least one Net2Phone account for each Max
unit, but you can use as many accounts as the number of ports
(or virtual ports) that you have.
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In the
Max Web Manager's Account Configuration page, I accidentally
checked the "Use account for all fields" box and
saved the changes. Now, the different accounts I had for each
port are no longer present. How can I change them back??
You must make sure the "Use account for all fields"
box in not checked and re-enter the account information for
each port.
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Can I use one account
for all the ports on the Max 8 or Max 8 Plus?
Beginning with version 1.3.10, the Max 8 and Max 8 Plus both support account
grouping. When there are multiple incoming calls, either from a PSTN
line or another Net2Phone device, the Max 8 and Max 8 Plus will ring the
telephone connected to the next available port. If all ports are
occupied (i.e., the phone on each port is on a call), the incoming call
will not be connected.
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Troubleshooting
When a
call is placed remotely into the Max (FXO), the phone line
does not always disconnect after the caller hangs up. What
can be done to change this?
Most likely, you will need to change the Ring Off Detect setting
on the Max. Please see the technical bulletin on this subject
for more information.
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My network
supports DHCP, but I am having trouble obtaining the correct
network settings for the Max. What should I check?
Please make sure that DHCP is enabled on the Max. Also check
that the RJ-45 LAN cable is connected securely to the Max
and LAN/hub/router. Make sure that all of the network ports,
routers or hubs are live.
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When I
dial the extension that I routed to port 1, it rings on port
2 and when I dial the extension I routed to port 2, it rings
on port 3. What is wrong?
In the Routing Table Configuration page, make sure you routed
each extension to the logical port number of the desired port,
not the labeled or physical port number.
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When I
attempt to make a call, I hear a fast busy signal. What could
be wrong?
Click on the Show Log Messages link to access the Current
System Log Messages page. If "00 REL DM_NOT_SPECIFIED"
is displayed, that would indicate that the doorman servers
couldn't be found. Make sure that the DNS server IP parameter
values are correct so that the doorman can be reached. If
you are calling from one Max unit to another, please confirm
the following:
The account number and PIN you are calling from are valid.
The account number you are calling from has sufficient funds.
The number you are dialing is correct and you entered "*72"
before the number. If the port you are calling is sharing
an account number with other ports, make sure that only the
port you dialed is set to log-in in the Account Information
table.
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When I
attempt to make a call from either an FXS or FXO port, I immediately
get disconnected. What should I do?
Use the ping command to determine that the Max still has a
live connection to the LAN. Make sure that an account number
with funds available has been entered for the port from which
you are calling.
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When I
pick up the phone to call from my Max FXO unit, I hear a buzzing
sound like a motor instead of a dial tone. What could be the
problem?
It sounds as if your Max unit is not properly grounded. Simply
attach a metal wire from the grounding screw on the Max to
a grounding platform.
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When I
make a call from one Max unit to another Max, one side cannot
hear the communication. What could be the problem?
First, make sure that both units have been upgraded to the
latest software. If this does not solve the problem and you
are behind a firewall, please see the technical bulletin on
Max to Max calling for more information on opening the appropriate
ports on the firewall.
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I am able
to ping the Net2Phone IP address, but my call does not go
through. What may be the problem?
Please make sure that you have entered the correct account
number and PIN, with no spaces before, after or within the
number.
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I am having
trouble faxing with my Max 410/420/430. The fax quality is poor
or I'm not able to fax at all.
If you are using a firmware version older than 1.5.30, you may
have the Fax Only field for one or more ports set to YES (Y). If
you upgrade the firmware, the setting will not be cleared, causing
the fax/voice calls to be forced to the Crystal gateway in n2p voice
format and the fax calls from that port to fail.
To ensure that the faxes are transmitted using the T.38 fax protocol
on the Net2Phone network, you must clear this setting. To clear the
setting before upgrading, connect to the Max 410, 420, or 430 Web
Manager, view the Account Configuration page, and click the N radio
button in the Fax Only column. To clear the setting after the upgrade,
use Telnet or HyperTerminal to connect to the Max 410, 420, or 430.
NOTE: Ideal parameters are 2% packet loss and 300 ms latency. If you
are unable to send faxes or the fax quality is poor, check packet loss
and latency to determine if they exceed the above parameters.
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I am having
trouble faxing with my Max 8/16 or Max T1/E1. The fax quality is poor
or I'm not able to fax at all.
If the FAX Only field (on the Account Configuration page of the Web
Manager) for one or more ports was set to Y (yes) before upgrading to
version 1.5.10, that setting may not have been cleared by the upgrade
process. As a result, you must re-load the factory defaults and re-enter
your configuration settings. The following steps walk you through this
process:
(1) Before re-loading the factory settings, take a snapshot of
the configuration settings you customized by printing each configuration
page in the Web Manager. You will need to refer to this hard copy later,
after you have loaded the default configuration and are ready to re-enter
your settings.
(2) In the Web Manager, click the Load Default Config link in the sidebar
menu.
(3) Click the Load button.
(4) Reboot the device.
(5) In the Web Manager, re-enter any settings that you may have modified
from the original default configuration. Use the hard copy of your
configuration settings (from the first step in this procedure).
NOTE: Ideal parameters are 2% packet loss and 300 ms latency. If you are
unable to send faxes or the fax quality is poor, check packet loss and
latency to determine if they exceed the above parameters.
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