Frequently Asked Questions
Version 1.5.10

Q. When I call the United States, the call quality is very good, but I experience a delay when calling other countries. Why?A. This is most likely occurring in the local phone system and is independent of the Max 800 products.

Q. My audio cuts in and out or is distorted. What can I do to help fix thisproblem?
A. Bad audio begins with low bandwidth. You can change the 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.

Q. When I dial the extension that I routed to port 1, it rings on port 2, and when I dial the extension routed to port 2, it rings on port 3. What is wrong?
A. 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.

Q. When I attempt to make a call, I hear a fast busy signal. What could be wrong?
A. 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:

o The account number and PIN you are calling from are valid
o The account number you are calling from has sufficient funds
o The number you are dialing is correct and you entered *72.

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 login in the Account Information table.

Q. When I attempt to make a call from either an FXS or FXO port, I immediately get disconnected. What should I do?
A. 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.

Q. 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?
A. 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.

Q. My Max 8/16 is behind a firewall, and I’m having trouble placing Max-to-Max calls from my box. Why?
A. You must make sure your firewall parameters are set correctly on your Max 8/16, as well as your firewall, before calls can be attempted. Review Section 4.2, Configuring Firewalls, in the Max 8/16 and T1/E1 User’s Guide, Version 1.4.0.

Q. How can I set a longer pause time for placing a call?
A. The default pause time is 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 Section 10.5, Change FXS Parameters, in the Command Reference Guide for more information.

Q. Can I use my Net2Phone device with a proxy server?
A. No. Net2Phone devices will not work behind a proxy server.

Q. Which Max units can be connected to a PBX and how is this done? A. 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.

Q. During setup, how do I enter the periods in my IP address and netmask through an analog phone?
A. Simply use the * key on the phone to enter a period.

Q. 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?A. Make sure the 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.

Q. 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?
A. Please make sure that both the user name and password are correct. Note that the user name and password are case sensitive. Also, make sure there are no extra spaces included when you enter your user name and password.

Q. 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?
A. 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.

Q. When would I need to use the serial port on the back of the Max?
A. 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.

Q. How many different accounts do I need to use one of the Max products?
A. 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.

Q. 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?
A. You must make sure the “Use account for all fields” box is not checked and reenter the account information for each port.

Q. My network supports DHCP, but I am having trouble obtaining the correct network settings for the Max. What should I check?
A. 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 the network ports, routers, or hubs are live.

Faxing

Q. I’m having trouble faxing – either the fax quality is poor or I’m not able to fax at all.

A. 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:

o 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.
o In the Web Manager, click the Load Default Config link in the sidebar menu.
o Click the Load button.
o Reboot the device.
o 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).

If you are still unable to send faxes or the fax quality is poor, it may be related to the quality of the Internet service. N2P stipulate that the ideal parameters are 2% packet loss and 300 ms latency.

Q. What functionality does the IVR present and how is it programmed?
A. The IVR may be programmed to play a greeting and/or request certain information (e.g., a password) when a port is accessed. The IVR function can beconfigured through the Max Web Manager or through a telnet connection by using the commands found in the Command Reference Guide.

Q. How can I view a call/usage report on the Max?
A. You must telnet into the unit and view the “N2P:/STATISTICS/CALL/s” directory. Please see the User’s Guide for information on how to telnet into the Max.

Q. What bandwidth is required to use the Max?
A. The Max requires 20k bandwidth per line in order to maintain a standard Quality of Service (QoS).

Glossary

Q. What does FXS mean?

A. 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 features FXS versions.

Q. What does FXO mean?
A. 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