# Your first payments
Source: https://help.optua.co.uk/billing/your-first-payments



## **Your first monthly payment**

At the point of your order, we will take an initial payment to cover your **first month** **and any installation fees** for your broadband. This means that for example, if your installation fee is £52.00 and your first month is £42.50, we'll charge you £94.50. Your installation fee is a one time fee.

For our telecoms customers, the day you are connected up until the 1st of the next month, you will be charged a prorated total until the 1st, where the 1st of the following month will become your connection anniversary.

## **Your second monthly payment**

Once your equipment is installed, we'll reset your payment date to your "connection anniversary" -- the day your service was activated. We'll then debit your account on the same day every month.

If you have incurred any fees from our infrastructure partner, such as an expedited appointment, or changing your appointment date late -- you'll be charged for this on your second monthly payment.


# Cloud Voice Infrastructure IP addresses
Source: https://help.optua.co.uk/cloud-voice/faults/cloud-voice-infrastructure-ip-addresses



Should you wish to restrict traffic to your network, and need IP ranges to authorise, please ensure the following are granted:

<Info>
  80.209.159.0/24\
  188.240.172.0/24\
  77.92.64.55
</Info>

We use the following ports for our SIP and RTP traffic:

<Info>
  5060/5061 - SIP Signalling\
  7000/7001 - SIP Signalling (ALG avoidance)\
  16384-32768 - RTP/RTCP
</Info>


# Fraud Prevention
Source: https://help.optua.co.uk/cloud-voice/faults/fraud-prevention



No one wants to be a victim of fraud, but occasionally, even with the best will to prevent it, systems are abused. To help ensure you don't fall victim of fraud here are some tips, as well as details of *some* of the features we have in operation behind the scenes.

## Hidden Protection

To help safeguard against fraud whereby call alerts haven't been enabled, or turned off by a hacker, we still maintain a secondary level of protection on every account. By default if an account spends more than £80 in a day, you will receive an alert email from us. Should the spend reach £100 we will automatically bar further outbound calls along with an email and SMS alert. Should you need to increase these limits please contact our support team.

## Hotspot Checks

The "hotspot" destinations are countries, or destinations within countries, where we have observed a high rate of fraudulent activity and therefore flag (or limit) calls to these destinations for our customers' protection. The list changes dynamically and we are unable to provide specific information of what destinations are contained within it at any time as it has the potential to weaken this defence.

Generally, customers see very little legitimate traffic to these destinations. We currently have limits of 1 call per 12 hours, and a channel limit of 1, to ensure the best protection against unwanted calls to these destinations. If this becomes an issue, then please contact us to discussion options.

If hotspot destinations are called, we will alert you via email as a "heads up" that something may be wrong.


# Authentication logs
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/authentication-logs



The Authentication Logs provide an in-sight into both registration and de-registration requests from devices associated to the service. For Hosted VoIP you can see details surrounding devices (desk and soft phones), and for SIP Trunks details of what your PBX is requesting. It can be helpful to confirm successful authentications, as well as de-bug issues.


# Call Analyser
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/call-analyser



From the itemised call page is an option to 'view' a call. This presents analysis of the call quality.

## Call Quality

**Average MOS Score**\
Mean Opinion Score (MOS) is a way of measuring the overall quality of a call, with 5 being excellent and 1 being bad, generally anything above 2.5 is considered acceptable.

**Average Packet Loss**\
If there is a lot of packet loss on a call, parties may not be able to hear each other and may experience choppy audio.

**Average Jitter**\
Jitter is a delay between packets on a phone call. Average jitter should ideally be less than 70ms.

## Call Summary

A technical summary of the call including devices, caller and callee details.

## SIP Packets

A summary of the SIP packets which have been exchanged to faciliate the call.


# Call Barring
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/call-barring



We provide controls over outbound and inbound calls, including the ability to block all calls in either direction. Changes take immediate effect but won't terminate any in-progress calls.

Unless necessary, we would recommend applying barring to premium numbers and international calls. They are normally the destinations targetted by hackers, so if you restrict their access, then even if they were able to access a phone or user account, removing these restrictions would remain a challenge.


# Call Heatmap
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/call-heatmap



The heatmap tool is split across 2 tabs (UK Heatmap + World Heatmap). Using inbound and outbound call data we detail hotspots for your calls. Using this you start to better understand areas you are calling, and where you are called from. Limitations include exclusion of mobile calls and withheld or non-geographic numbers.

For the UK heatmap, the boundaries you see are designed to be reflective of the area code boundaries, which differ from county lines.


# Call Recording
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/call-recording



### Accessing Call Recordings

**Full Recording**\
Recordings can be played through the control panel, or downloaded as an MP3 file.

**Partial Recordings**\
End user control panels provide a user with visibility of their associated inbound and outbound call logs and recordings. Should a call be transferred across multiple users within an account, they will only be able to play back their leg of the call. A copy of the full recording is available via other user types.

### Storage Location

All calls are stored encrypted (AES-256), and held within the UK. Files are replicated, as standard, across 2 UK data centres.

### Retention Periods

By default we will store call recordings for 30 calendar days. If you require them to be held for longer, we offer plans to extend storage, or you can opt to download and store the files locally.

### Disclaimer

Where you take a service which includes call recording of inbound and / or outbound calls you accept that it is your responsibility to obtain legal advice to ensure you are fully compliant before recording any calls. We shall have no liability for any costs or claims which may be incurred as a result of any failure by you to comply with any legal requirements whether or not you were aware of the requirement.


# Itemised calls
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/itemised-calls



The itemised calls page provides a complete breakdown of outbound and inbound calls made. We retain call records indefinitely and previous months records can be easily accessed or searched against. Call records are provided in real time. As such, you can see in-progress as well as completed calls. We are not able to currently show the cost of an in-progress call.

| **Date**                                | Date the call started.                                                                                                                                                 |
| :-------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Start Time**                          | The time the call started.                                                                                                                                             |
| **End Time**                            | The time the call ended.                                                                                                                                               |
| **Duration**                            | The length of the call shown in the format of HH:MM:SS.                                                                                                                |
| **Inbound Number**                      | The number presented when the call was placed.                                                                                                                         |
| **Inbound Friendly Name**               | Assoicated friendly name to the number presented.                                                                                                                      |
| **Destination**                         | The dialled number.                                                                                                                                                    |
| **Destination Name**                    | If the dialled number is present in an associated address book, the name will appear. If no entry is present, the option to add one is provided.                       |
| **Assigned User**                       | The user who placed the call.                                                                                                                                          |
| **Recorded**                            | If the call was recorded, the option to access the recording is provided. This will open in a new window.                                                              |
| **Transferred**                         | If the call was transferred between users, details of the transfer journey are shown.                                                                                  |
| **Description**                         | Called destination name.                                                                                                                                               |
| **Service Charge & Call Access Charge** | For non-geographic calls, the call is made up of a Service Charge and Access Charge. These columns make the associated charges clear.                                  |
| **Connection Charge**                   | If a call connection charge is applied as part of a tariff, or is applicable to a specific type of call, this will be shown.                                           |
| **Free Call**                           | This is classed as a free call as it was made to another number on our platform. By not leaving our network we don't need to associate charges by involving a carrier. |
| **Total Charge**                        | A combination of the service, access and connection charges.                                                                                                           |

### Logged Calls

The calls logged within the itemised call records include:

1. Calls to voicemail
2. Calls abandoned whilst using an IVR
3. Calls made out of hours


# Maximum call length
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/maximum-call-length



We have a maximum call length of 24 hours (1440 minutes) for a single phone call. This is a feature to help protect against large unexpected bills where a call may have failed to disconnect, or is part of a fraudulant activity. We cannot override this on a per account or user basis.


# Outbound presentation name
Source: https://help.optua.co.uk/cloud-voice/getting-started/generic-features/outbound-presentation-name



Some devices, such as Samsung phones, will show a name alongside a dialed number, even if that entry isn't in your address book. The data they use to create this association is not supplied by ourselves. Any records we have associated to a number are for the purpose of 999 UK emergency services, and they are the **only party** this are shared with.

If you find yourselves in a situation where the information displayed in this situation is inaccurate, sadly there isn't a simple solution to this. There isn't a single organisation or database we can direct you to. We believe that the time of writing that Samsung use a company called "Hiya", however it may be equally important that you ensure that as many parties as possible who recognise that number have the correct association. Ensuring your public records with Google are correct would be a sensible starting point.


# Address Book
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/address-book



Address books provide a useful means to not only aid in the process of dialing out, they can help you make sense of your inbound callers too. There are 3 main categories of address books to be aware of:

| **Company**  |     | This "company-wide" address book will appear for all users within an account. It's an ideal solution for sharing internal or important names and numbers.                                                    |
| :----------- | :-: | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Group**    |     | These address books are only made available to members of an internal group of users (eg sales team). All users associated to the call group will see this address book and can review and contribute to it. |
| **Personal** |     | These are only visible to the end user themselves via the end user control panel. There is no other mechanism for these entries to be viewed.                                                                |

### Creation

Start the process by picking a reference name for the address book along with a category for application (eg company / group / personal). Personal or group selections will require you to select an association. Once saved your book is available to accept entries.

### Adding Entries

**Add Individual Contact**\
Select the 'Add Contact' button at the top of the page. We allow you to enter a wide variety of details about a caller, although it should be noted that only a small proportion of this can be synced with handsets via LDAP. Mandatory fields ae shown without an \[optional] label beside them.

**Import Contacts**\
We provide various methods to upload existing data. This can be currently completed via CSV, vCard, syncing with Pipedrive or uploading an export from Freshdesk. Any file you upload, you can match the various data columns up to categories we support. As a minimum we require first name, surname and at least 1 phone number.

You can import a CSV into an address book, columns can then be matched to the relevant fields. You can **add multiple columns** for the same field (i.e add several columns for phone numbers, websites or email addresses).\
Each data type that can be imported has a different set of fields which are detailed below:

* **First Name:** Text (First Name or Surname required)
* **Surname:** Text (First Name or Surname required)
* **Address:** Text
* **Company Name:** Text
* **Company Position:** Text
* **Company Department:** Text
* **Phone:** Text/Numeric
* **Email:** Text
* **Website:** Text
* **Photo URL:** Text


# Address Book Sync
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/address-book-sync



### What is Address Book Sync?

Address book sync facility allows you to link address books to devices. By selecting address books to associate, they will appear as a single contact list from the device. By accessing the contacts on the phone you can use these to dial out. Incoming calls from entries in your address book will show the callers name, as long as your device supports this.

### Enabling

The address book sync facility uses LDAP (Lightweight Directory Access Protocol). If you have used the control panel auto-provision facilities to setup the phone, there is a strong likelihood the LDAP settings have already been put in place. To use it start by selecting the address books you want to sync and save. From within your phone's directory they should appear, potentially in a directory called LDAP.

If you didn't use the auto-provisioning facilities to setup your phone, or the device wasn't supported, you can setup LDAP manually. We have provided the likely settings you will be asked for on the Address Book sync page.

### Contact Management

As you add and remove contacts in a synced address book, they will appear automatically on the phone without the need to reboot or reprovision.

### Limitations

It is worth noting some known limitations with LDAP.

1. LDAP is read only. Any new entries or amendments cannot be made from the device, only the control panel.
2. You can only choose to merge the contacts as opposed to maintaining them as separate address books.
3. Some devices may not support all of the details associated to a contact. For example, only a single phone number may show via the device, regardless of the number you have associated in the control panel.
4. Cisco phones are capable of supporting contact search and calling, but they fail to show the associated callers name if they are included within an LDAP sourced address book. We have tried to find documentation to achieve this, but it does appear to be a design limitation.


# Call Conferences
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/call-conferences



## Conference Room

You can think of a Conference Room as a physical meeting room, in as much as it can only support one meeting at a time. If you are set to need to hold multiple simultaneous conference calls, multiple conference rooms need to be built. To aid the management of conference rooms, and avoid double bookings, a schedule facility is available within a room.

### Conference Details

| **Room Name**              | An internally visible reference for the room (eg sales team)                                                                                                                                          |
| :------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Extension**              | The extension number will make dialing into the conference easy from devices associated to the account. They only need to dial the internal extension as opposed to an external number.               |
| **Maximum Participants**   | A maximum limit of 10 applies to a room. If you wish to lower this limit you can.                                                                                                                     |
| **Lock Conference?**       | It is recommended that a conference room is locked by default. This ensures that unless a meeting is scheduled the facility cannot be used.                                                           |
| **Ask Participant Names?** | If selected callers to the confernece will be asked to announce their name and this will be played back upon entry.                                                                                   |
| **Play Entry Tone?**       | A tone will be played when callers join a conference.                                                                                                                                                 |
| **Play Exit Tone?**        | A tone will be played when callers leave a conference.                                                                                                                                                |
| **Lock Conference?**       | It is recommended that a conference room is locked by default. This ensures that unless a meeting is scheduled the facility cannot be used.                                                           |
| **User Assignment**        | Assigning a user will grant that user the ability to oversee the conference room in the VoIP User control panel. Facilities include the option to schedule meetings as well as access live overviews. |

### Participants Details

| **Join Muted?**   | Choose to mute participants upon entry. This may be suitable for broadcast conferences where participation isn't required. |
| :---------------- | :------------------------------------------------------------------------------------------------------------------------- |
| **Member PIN**    | Choose to pick your own PIN or generate a random one.                                                                      |
| **Moderator PIN** | Choose to pick your own PIN or generate a random one.                                                                      |

***

## Edit Conference

**Schedule Meetings**\
Scheduling is important, especially if you are set to lock the room by default. Any locks are removed **10 minutes before** a scheduled meeting is set to start. Using the scheduling tool meeting timings can be applied, along with the ability to override the default PIN number for the room, and optionally send invites.

**Sending Invites / Branding**\
The invitations are sent out as a generic Optua email along with a calendar integration attachment. The branding of which is applied across the platform and cannot be altered on a per user basis.

**Live View**\
Provides users with a visual representation of the virtual room. As participants enter or leave they will appear on-screen. If they are in an associated address book their name / photo will appear. Various controls are available including the option to mute all or individually, and to lock the room (thus preventing new participants entering).

**Itemised Call Records**\
A simple means of seeing all previous conferences with access to a call recording (if enabled).


# Call Diversion
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/call-diversion



Call diverts can be controlled on a per DDI basis. You can choose to enable or disable a diversion, which will take immediate effect. When a call is diverted, to an external number there is a cost associated depending on the destination dialled. If you have bundled or bolt-on minutes applied to your account, these can be used to cover these calls. If not, you will simply be charged for the additional leg of the call. For example, if you choose to divert calls to a mobile, you will be charged a per minute cost for the leg to the mobile provider dialled.

**IMPORTANT: It is not possible to divert calls to international or premium rate numbers.**


# Call Monitoring
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/call-monitoring



Call Monitoring enables users to listen to an in-progress call without the other parties being alerted. Used by supervisors and managers to take notes and provide feedback after the call.

## How to Use

The authorised party can **dial \*68** followed by the extension number to tap into.


# Caller Menus (IVRs)
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/caller-menus-ivrs



A caller menu, or IVR menu, is an automated greeting that routes callers through options on the keypad. They help provide information to callers and automate call routing. With a phone menu, calls are managed through to groups or individuals.

### Menu Options

The options you pick are the key options the end user can select from. For example, if you want to present the call with option 1 to go to the support team, enter the option as 1 and for a friendly reference enter support. The menu you build can be used as part of a call flow, and the friendly references you enter will help you in your flow design.

As per of the menu you can introduce hidden menu options which can work for your staff, but simply won't be announced as part of your selected audio file. For example, you can announce options 1 to 4 to your call, as well as additional options if you know they exist. This can include the \* button. If you choose the option to 'Allow Extension Dialling?' at any point during the menu announcement you can enter the extension of a user for direct access.

There are no limits to the number of menus you can create. One menu can lead to another. However for the sake of caller frustration it is worth trying to limit the possible where possible.

### Audio Prompts

If you have files within the Audio Library of this account, for the purpose of Caller Menus, they will appear in the drop-down menus for the following options.

| **Recording PIN (optional)**  | When a menu is built it is auto-assigned an extension number. Unless you set a PIN number, any extension on the account can access said extension and record a greeting. We recommend that a PIN is set to restrict access. When you access the recording menu, it will simply request the PIN entry before proceeding. |
| :---------------------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Allow External Recording?** | Ticking external recording allows you to be able to remotely make a recording. You must apply the IVR to your call flow, dial in, and enter the recording PIN whilst the menu greeting is played.                                                                                                                       |
| **Audio Greeting**            | This is your recording announcing the options to the caller. It doesn't matter when during the greeting the digits are pressed, that path will be taken.  ***Example***\*<br />"Welcome to our company. Press 1 for...".\*                                                                                              |
| **Audio On Exit**             | Should all retries of the menu announcement be exhausted, then this announcement will be played.  ***Example***\*<br />"Sorry, we did not receive an option selection. Thank you for your call."\*                                                                                                                      |
| **Audio On Transfer**         | Once a selection is made, this audio is played.  ***Example***\*<br />"Thank you. Your call is being transferred".\*                                                                                                                                                                                                    |
| **Audio On Invalid Entry**    | If the caller enters digits which are not supported as an option, this audio message can be played.  ***Example***\*<br />Caller enters 4, but you have not setup an option number 4.\*                                                                                                                                 |

### Menu Details

| **Menu Name**                 | A friendly name as a reminder as to the purpose or application of this menu.                               |
| :---------------------------- | :--------------------------------------------------------------------------------------------------------- |
| **Allow Extension Dialling?** | Provide the ability for specific user extensions to be dialled as part of the menu.                        |
| **Maximum Extension Length**  | Specify the maximum size of the extension that can be dialled. The minimum is 3 and maximum is 6 digits.   |
| **Interdigit Timeout**        | Specify, in seconds, the time the system waits for the entry of a secondary digit (if applicable).         |
| **Timeout**                   | The amount of time (in seconds) to wait for the caller to begin entering digits.                           |
| **Repeat Menu Options**       | The number of times the menu options are replayed. Should a valid entry not be received the call will end. |


# Callflows
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/callflows



Callflows are key to how your Hosted VoIP platform works. Callflows are a visual tool which allows you to pull together existing settings and rules. The key to making this quick and easy is to build your other components first, whether that be users, groups, opening hours or media files. Once these are ready the call flow creation process can be very quick, with most of your decisions already made outside of the flow.

The tool works by dragging in the components you want, and joining the nodes in the order desired. For example, your first step may be to check the opening hours. Drag in the opening hours component, and join the 'start' node to the 'opening hours' node by clicking and dragging between the two elements. This ensures that when a call comes in, opening hours are the first thing which is checked. You can then build in the rest of your rules based on whether the phone system is open or closed at the time of the all taking place.


# On Hold Music
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/on-hold-music



### Ready-Made Playlists

We have secured a selection of 16 royalty free and PPL & PRS playlists for encompassing tastes and scenerios (including Christmas). The license we have allows us to:

* Provide access worldwide
* License term is in perpetuity (forever)
* Provide access for commercial and non-commercial usage
* No restrictions on the number of VoIP accounts using them
* Permission to use for music on hold
* We are unable to provide the files for download or re-purpose

As such, they can provide a very simple solution for lots of businesses, without the need for additional licenses.

### Music From Audio Library

You can choose to upload your own hold music to the Audio Library. Please note that at present we can only accept 1 file for use as your hold music. If you want to create a compilation of music then please use a service, such as [audio-joiner.com](http://audio-joiner.com) to stitch them together to form one file. The maximum file size is 8MB.

<Warning>
  **Copyright Notice**

  To play on-hold music you may require a license. Optua accepts no responsibility for the gathering of copyrights and licenses required for the music held within our platform. There are exceptions which include classic music out of copyright (copyright on written music expires 70 years after the composer has died), or royalty-free music. We cant offer advice or pricing information, please contact [<u>PPL PRS</u>](https://pplprs.co.uk/) for all further enquiries regarding licensing and costs. At the time of writing, the tariff relating specifically to music on hold can be viewed [<u>here</u>](https://pplprs.co.uk/wp-content/uploads/Music-on-Hold-Tariff-PRS.pdf).
</Warning>


# Users
Source: https://help.optua.co.uk/cloud-voice/getting-started/hosted-vo-ip/users



Users are created where there is a requirement to make and / or receive calls. Traditionally this would be applied to individuals within a company, or for the purpose of a room (eg boardroom phone). By creating a user:

1. Subscription charges are applied on a per user basis.
2. If you choose a subscription with inclusive minutes, the minutes from each user is pooled for access by all users across the account.
3. Users are assigned a unique extension ID, used for internal dialing. This is typically a 4 digit number.
4. Multiple devices can be assigned to a user. These can include physical desk phones as well as softphone applications. Rules can be set as to which devices ring and in which order.
5. A user can belong to a group. If the group is called as part of a call flow the users phone can be dialed as part of incoming calls.
6. Each user can access their own optional control panel. Permission controls allow you to specify the functionality the user will see.
7. Permission to allow hot desking can be applied, allowing a user to login to phones to access call facilities.
8. A user can have a voicemail mailbox assigned.
9. Users can access associated address books (eg company wide or group books), and they can create multiple personal books. The content of personal books can only be accessed by logging into the users control panel.
10. User specific usage can be accessed via call management controls. These include, but not limited to itemised calls (inbound and outbound), call statistics, call heatmaps, and call recordings.


# Emergency Address
Source: https://help.optua.co.uk/cloud-voice/getting-started/numbers/emergency-address



We requesting a number, whether it be a new one from our pools, or porting in, we will request associated address information for the EHA (Emergency Handling Authority). This ensures that should a 999 call be made from that number an associated address will be seen by the call handler.

Our address book handles entries, making it easier to re-apply the same locational details across multiple numbers. Should any of the details change, you simply need to update the contact, and all associated numbers will use the new location information.

## Presenting a Non-Optua  CLI

When placing calls, you choose to present a number which isn't controlled by ourselves. It is not acceptable under any circumstances to use Optua to place calls to 999 where the number has been issued by another VoIP provider / OLO ("Other Licensed Operator") and where address data has not been submitted to the EHA. As such it is imperative that you ensure that address details are held and correct **prior** to applying any number presentation changes. Optua reserves the right to pass across any penalty charges which may result from missing or misleading data.

## Non-Emergency Numbers

Accounts and trunks that have 'access codes' enabled, will now be able to route the non-emergency Police (101), non-emergency NHS (111), Covid-19 response line (119) and power cut (105) numbers. Your call will be routed appropriately based on the caller ID that is passed. If the CLI isn't suitable (e.g. a non-geographic number), a robot will ask the caller for the postcode.

Region-specific 101 numbers: [<u>https://www.police.uk/contact/#alternative-numbers</u>](https://www.police.uk/contact/#alternative-numbers)


# Codecs
Source: https://help.optua.co.uk/cloud-voice/getting-started/sip-trunks/codecs



The word codec is a portmanteau of two terms: Compression and Decompression.

A VoIP codec is a technology that determines the audio quality, bandwidth, and compression of VoIP phone calls. Codec's aren't just used for VoIP, they are used in all sorts of activities such as image capture (eg GIF / JPEG / PNG), or music (eg MP3). Without them files would be a lot larger in raw form. In the case of a VoIP codec, it converts analog voice signals into digital packets or a compressed digital form for transmission, and then back into an uncompressed audio signal.

The success of a codec depends on its compatibility with different devices. With this in mind, it may be necessary to try different codec to find the one that meets your circumstances.

## Terminology

It's worthwhile explaining some of the terminology associated with audio quality:

**Bitrate**\
Refers to the audio quality of the stream. It is measured in Kilobits Per Sec(kbps or k). Bitrate is the number of bits (data) encoded per second or the number of bits transmitted or received per second. Higher the bit rate with more sampling rate, requires high bandwidth and produces good audio quality. Low bit rates refer to smaller file size and less bandwidth with a drop in audio quality. For good quality music usually 64-128kbps(96kbps+ recommended) bit rate is preferred.

**Sample Rate**\
Also known as sample frequency, it refers to the audio samples taken per second. Every individual sample will tell you the signal waveform's total amplitude value over a specific period. The higher the sample rate, the better the audio quality. The human hearing bandwidth is 20Hz-20kHz.

**Bandwidth**\
Is the speed that you can send data or receive the data. It depends upon the bit rate at which the data is sent or received. The higher the bitrate the higher the bandwidth consumed. For VoIP its important to consider the bandwidth being consumed when simultaneous calls are taking place alongside other demands for bandwidth. It may be necessary to ring-fence minimum bandwidth allowances for VoIP or improving bandwidth availability.

**Phone Call Quality**\
Phone audio typically involves two bands: narrowband and wideband. Narrowband covers audio frequencies ranging between 300Hz and 3400Hz. For audio between 50Hz to 7000Hz, those are considered wideband.

The Codec you use impacts the frequency range which is picked up and encoded, you'll be able to hear an expanded range of pitches, most closely resembling an in-person conversation. Using G.722 as opposed to G.711 widens the frequency range and improves the quality of the call. Codecs which have a wider signal range are sometimes referred to as HD Voice.

## Opus Codec - What makes it special?

* It is adaptive meaning it can span low-bandwidth call applications through to CD quality. It is a super wide band signal. Whilst G.722 is considered a HD call, if bandwidth falls, it can result in a poor quality call.
* If G.722 was comparable with HD television, think of Opus at the high-end as 4k/UltraHD.
* It's not without its drawbacks, the processing power required to handle Opus can be high, rendering it's ability to function correctly restricted to your choice of handset.


# How does SIP work?
Source: https://help.optua.co.uk/cloud-voice/getting-started/sip-trunks/how-does-sip-work



SIP (Session Initiation Protocol) is a protocol that allows voice and video communication over the internet. SIP takes care of starting and ending phone calls, and does so in 2 stages:

**1.SIP Registration**\
This establishes a connection and confirms that you are ready to make and receive phone calls.

**2.SIP Invite**\
This takes place when you are actually making calls

## SIP Registration

To make a VoIP call you must first register your intention. Registration is made by your VoIP device, whether this be a softphone or a physical handset, and simply makes a connection to confirm that you are available.

Registration isnt a one-off, with most phones re-registering every 1 to 60 minutes. This is known as the session length and set on the device itself. You can think of it of the device just letting the platform know that its still available and ready to make and receive calls.

<img alt="Sip Registration" />

## SIP Invitations

When you actually make or receive a call, it all starts with an Invite. The invite is between the end users device and the VoIP provider who is handling the call. During this invite they will establish:

1. Codecs both parties are using and in which order to access them
2. Which RTP (Real-time Transport Protocol) ports will be used for the transmission of audio in both directions.

<img alt="Sip Invite" />

## What is a SIP Trunk?

You can think of a SIP Trunk as a virtual phone line. Instead of your phone call being carried over the copper phone network with a traditional line, its carried over the Internet on a virtual line. We refer to channels which limit the number of simultaneous calls you can make over these trunks. SIP Trunks require a phone system to convert your voice into digital packets to be sent across to the recipients network. It doesnt matter where the recipient is in the world, or what device or technology they use, the call will be made.


# DIY Call Tests
Source: https://help.optua.co.uk/get-started/cloud-voice/faults/diy-call-tests



Optua operates multiple facilities on the provider-level to allow you to troubleshoot any faults before contacting Optua to see if it's our issue, or your issue.

**Echo Test**

In the echo test, everything you say will be repeated as soon as it is received. This allows you to estimate the latency of a call.

To use our echo test facility dial **555 555 555 2** from any registered Hosted VoIP device or registered SIP Trunk.

**Milliwat Test**

A Milliwatt test is a test method or test facility used in telecommunications to measure line quality and transmission loss between stations or points in an analog telephone system. You should hear a continuous, uninterrupted 1004Hz tone assuming you are not suffering from jitter or packet loss issues.

To make use of this test dial **555 555 555 1** from any registered device on hosted VoIP or registered SIP trunk.

**Invalid CLI emails**

If you make a call that doesn't meet our/our providers CLI specifications, you may receive an email detailing this. Please contact us if you have any issues with this.


# Foreign IP blocks
Source: https://help.optua.co.uk/get-started/cloud-voice/faults/foreign-ip-blocks



As part of our providers security measures against Denial of Service attacks, they block traffic to the standard SIP ports 5060 and 5061 from the countries below. Any customers who are connecting from these countries will be able to do so using the non-standard ports we have setup on 7000, 7001 and 8000.

* AD - Andorra
* AE - United Arab Emirates
* AF - Afghanistan
* AI - Anguilla
* AL - Albania
* AM - Armenia
* AO - Angola
* AR - Argentina
* AS - American Samoa
* AW - Aruba
* AZ - Azerbaijan
* BA - Bosnia and Herzegovina
* BB - Barbados
* BD - Bangladesh
* BF - Burkina Faso
* BG - Bulgaria
* BH - Bahrain
* BI - Burundi
* BJ - Benin
* BL - Saint Barthelemy
* BM - Bermuda
* BN - Brunei Darussalam
* BO - Bolivia
* BQ - British Antarctic Territory
* BR - Brazil
* BS - Bahamas
* BT - Bhutan
* BW - Botswana
* BY - Belarus
* BZ - Belize
* CD - Congo, the Democratic Republic of the
* CG - Congo
* CI - Cote d'Ivoire
* CK - Cook Islands
* CL - Chile
* CM - Cameroon
* CN - China
* CO - Colombia
* CR - Costa Rica
* CU - Cuba
* CV - Cape Verde
* CW - Curaao
* DJ - Djibouti
* DM - Dominica
* DO - Dominican Republic
* DZ - Algeria
* EC - Ecuador
* EE - Estonia
* EG - Egypt
* ET - Ethiopia
* FJ - Fiji
* FM - Micronesia, Federated States of
* FO - Faroe Islands
* GA - Gabon
* GD - Grenada
* GE - Georgia
* GF - French Guiana
* GG - Guernsey
* GH - Ghana
* GL - Greenland
* GM - Gambia
* GN - Guinea
* GP - Guadeloupe
* GQ - Equatorial Guinea
* GT - Guatemala
* GU - Guam
* GW - Guinea-Bissau
* GY - Guyana
* HK - Hong Kong
* HN - Honduras
* HR - Croatia
* HT - Haiti
* HU - Hungary
* ID - Indonesia
* IL - Israel
* IN - India
* IQ - Iraq
* IR - Iran, Islamic Republic of
* JM - Jamaica
* JO - Jordan
* JP - Japan
* KE - Kenya
* KG - Kyrgyzstan
* KH - Cambodia
* KI - Kiribati
* KM - Comoros
* KN - Saint Kitts and Nevis
* KR - Korea, Republic of
* KW - Kuwait
* KY - Cayman Islands
* KZ - Kazakhstan
* LA - Lao People's Democratic Republic
* LB - Lebanon
* LC - Saint Lucia
* LI - Liechtenstein
* LK - Sri Lanka
* LR - Liberia
* LS - Lesotho
* LT - Lithuania
* LV - Latvia
* LY - Libyan Arab Jamahiriya
* MA - Morocco
* MC - Monaco
* MD - Moldova, Republic of
* ME - Montenegro
* MG - Madagascar
* MH - Marshall Islands
* MK - Macedonia, the former Yugoslav Republic of
* ML - Mali
* MM - Myanmar
* MN - Mongolia
* MO - Macao
* MQ - Martinique
* MR - Mauritania
* MU - Mauritius
* MV - Maldives
* MW - Malawi
* MX - Mexico
* MY - Malaysia
* MZ - Mozambique
* NA - Namibia
* NC - New Caledonia
* NE - Niger
* NF - Norfolk Island
* NG - Nigeria
* NI - Nicaragua
* NP - Nepal
* NR - Nauru
* NU - Niue
* NZ - New Zealand
* OM - Oman
* PA - Panama
* PE - Peru
* PF - French Polynesia
* PG - Papua New Guinea
* PH - Philippines
* PK - Pakistan
* PL - Poland
* PR - Puerto Rico
* PS - Palestinian Territory, Occupied
* PW - Palau
* PY - Paraguay
* QA - Qatar
* RE - Reunion
* RO - Romania
* RS - Serbia
* RU - Russian Federation
* RW - Rwanda
* SA - Saudi Arabia
* SB - Solomon Islands
* SC - Seychelles
* SD - Sudan
* SG - Singapore
* SI - Slovenia
* SK - Slovakia
* SL - Sierra Leone
* SM - San Marino
* SN - Senegal
* SO - Somalia
* SR - Suriname
* SS - South Sudan
* ST - Sao Tome and Principe
* SV - El Salvador
* SX - Sint Maarten
* SY - Syrian Arab Republic
* SZ - Swaziland
* TC - Turks and Caicos Islands
* TD - Chad
* TG - Togo
* TH - Thailand
* TJ - Tajikistan
* TK - Tokelau
* TL - Timor-Leste
* TM - Turkmenistan
* TN - Tunisia
* TO - Tonga
* TR - Turkey
* TT - Trinidad and Tobago
* TV - Tuvalu
* TW - Taiwan, Province of China
* TZ - Tanzania, United Republic of
* UA - Ukraine
* UG - Uganda
* UY - Uruguay
* UZ - Uzbekistan
* VA - Holy See (Vatican City State)
* VC - Saint Vincent and the Grenadines
* VE - Venezuela
* VG - Virgin Islands, British
* VI - Virgin Islands, U.S.
* VN - Viet Nam
* VU - Vanuatu
* WS - Samoa
* YE - Yemen
* ZA - South Africa
* ZM - Zambia
* ZW - Zimbabwe


# Number deletion rules
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/number-deletion-rules



### Newly Assigned Number

For whilst you have a live and paid for account, the numbers assigned to your VoIP account are exclusive for your use. However, should you choose to remove the number, or fail to keep payment, the numbers will enter a quarantine state before they become available for re-purpose by another customer. By default that quarantine period will last 90 days.

### Ported Numbers

Once deleted from our portal they will be sent back to the range holder and not held in any quarantine. If you deleted the number by mistake an administration charge, per number, will be leveraged for recovery (if possible).


# Cancelling / changing your port
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/cancelling-changing-your-port



Port dates changes, or cancellations to a port, can be made up to 24 hours before the committed date. A request must be made in writing to us via our email or by a ticket, and we will endeavour to do our best to accomodate your amendment.

No matter how quick we are, there is an element of how quick the losing provider will react to our request. Please bear in mind that last minute changes may not play out as you intend. **Please ensure you give as much notice as possible.**

Any amendments to a date must also fit inside industry agreed guidelines based on when you submitted the port. For example, 24 hours before a port is due to complete, you won't be able to simply extend the date by 24 hours, a minimum lead time would apply.

Change and cancellation requests carry charges.


# Lead times
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/lead-times



The following tables illustrate expected minimum lead times for geographic number ports. These are the soonest a port can complete, but you do have the option to extend this window at point of order. **There are no expedite paths for porting**.

### Standard Ports

Standard ports are when the range holder (RH) and the losing comminucations provider (LCP) are the same.\
For example, if ther Range holder is BT and the LCP is also BT this is a Standard Port. Lead times are quicker as only one party is involved in the port.

|                        **Installation Type**                        | **Shortest Lead-time (Working Days)** |
| :-----------------------------------------------------------------: | :-----------------------------------: |
|                             Single Line                             |                   4                   |
|       Single Line with over 10 lines at same installation/time      |                   14                  |
|            Multi Line - \<30 lines/numbers, no DDI range            |                   7                   |
|       Multi Line - 31-150 lines/numbers or including DDI range      |                   10                  |
|                Multi line - 151 lines/numbers or more               |                   17                  |
| Complex DDI - only part of range is to be ported, pre-work required |                   22                  |

### Subsequent Ports

Subsequent ports are when the range holder (RH) and the losing comminucations provider (LCP) are different.\
For example, if ther Range holder is BT and the LCP is Virgin this is a Subsequent Port. Lead times are longer two parties are involved in the port.

|                        **Installation Type**                        | **Shortest Lead-time (Working Days)** |
| :-----------------------------------------------------------------: | :-----------------------------------: |
|                             Single Line                             |                   7                   |
|       Single Line with over 10 lines at same installation/time      |                   17                  |
|            Multi Line - \<30 lines/numbers, no DDI range            |                   10                  |
|    Multi line - 31 lines/numbers or more, or including DDI range    |                   13                  |
| Complex DDI - only part of range is to be ported, pre-work required |                   25                  |


# LOA Rules
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/letter-of-authority-loa/loa-rules



The following details the purpose, ground rules and logistics of the current Letter of Authority.

If you require assistance interpreting these rules, we'll be happy to help when you request your port.

1. A single LoA template which caters for both Geo & Non-Geo Numbers including ALL order types (i.e. Single, Multi-line, Multi-number)
2. Provides Customer authority to initiate the port order
3. Provides proof of ownership (i.e. legal right to port the numbers concerned)
4. Provides authority (to the current provider) to share details associated with the current service, with the new (gaining) provider, if requested to do so. On receipt of a request for information from the GP, the LP is obliged to engage, as necessary, with the GP to ensure an accurate port order can be raised.
5. Provides accurate details regarding the specific numbers to be ported.
6. Provides Main Billing Number (MBN) if customer can retrieve it from recent bill.
7. Provides accurate post code details (Billing & Site-specific) to support any order validation checks which may need to be undertaken by the Losing N/W CP.
8. Provides additional site address details where multiple sites are involved in the port order
9. Provides name, address and contact details for the two Retailers involved (i.e.Gaining & Losing)
10. Non-Geo Numbers A LoA must always be obtained by the Gaining Provider (GP)
11. Geo M/L Numbers - A LoA must always be obtained by the Gaining Provider (GP)
12. Geo S/L Numbers For Business End Users (i.e. non-automated order), - A LoA must always be obtained by the Gaining Provider (GP)
13. LoA CP handling
    1. Once obtained, the GP must hold the LoA on file for a min period of 1yr.
    2. Once obtained, the GP must forward the LoA up their supply chain, if required, to the Gaining N/W CP
    3. The GNCP must forward the LoA to the Losing N/W CP if they so request it, within 24hrs.
    4. Where the customer has separate providers for Geo & non-Geo, separate LoAs may be required.
14. LoA Logistics
    1. Scanned LoA template with authorised signature sent as an email attachment from the Customers business email address (which must show their Business title, and the companys full name & address).\\
       * The attached LoA may use e-Signature.\\
       * The email may use e-Signature\\
       * The attached LoA template does not need to be on letter-headed paper\\
       * By exception, the LoA signatory & the originator of the associated email do not have to be the same person.
    2. LoA 'format flexibility' - Retailers may also transpose the new LoA content into the Retailer's standard order form (i.e. tailored to also meet the Retailers needs). This can then accommodate whatever e-signature method the retailer chooses to use. The LoA content must be fully transposed with all fields faithfully incorporated.
    3. Standalone LoA template with authorised signature sent by Fax or posted letter\\
       * The LoA must be signed by an authorised signatory and must be on letter-headed paper
15. A fully completed LoA may be submitted by the customer in any of the following ways:
    1. Scanned LoA template with authorised signature sent as an email attachment from the Customers business email address (which must show their Business title, and the companys full name & address).\\
       * The attached LoA may use e-Signature.\\
       * The email may use e-Signature\\
       * The attached LoA template does not need to be on letter-headed paper\\
       * By exception, the LoA signatory & the originator of the associated email do not have to be the same person.
    2. LoA 'format flexibility' - Retailers may also transpose the new LoA content into the Retailer's standard order form (i.e. tailored to also meet the Retailers needs). This can then accommodate whatever e-signature method the retailer chooses to use. The LoA content must be fully transposed with all fields faithfully incorporated.
    3. Standalone LoA template with authorised signature sent by Fax or posted letter\\
       * The LoA must be signed by an authorised signatory and must be on letter-headed paper


# What is a Letter of Authority (LOA)?
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/letter-of-authority-loa/what-is-a-letter-of-authority-loa



Letter of Authority, also known as Letter of Agency, Letter of Authorisation or Number Transfer Request, is a document that is exchanged between telecom companies, or between a customer and a telecom company, granting permission for the receiver to install telecom services for the sender. It should be completed by the end user prior to the submission of a porting request. It can allow the gaining telecoms provider the authorisation needed to contact the losing provider if additional information is needed about a particular setup.

### Pointers

* The form must be completed using your letterhead.
* Losing operator is the current communication provider. Ideally match the name and address as per their bill.
* The requester's name must match the printed and signed name at the bottom of the document.
* Each page needs to be signed, dated, named and numbered.


# Porting Agreements (geographic)
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/porting-agreements-geographic



We have agreements to port **geographic numbers** with a number of Communication Providers:

* Affiniti
* BSkyB
* BT
* Cirrus Response
* Colt Technology Services
* Dial 9 Communications
* Edge Telecom (GCI)
* Gamma Telecom (inc. hosted clients who have delegated porting)
* GCI
* Invoco
* Invomo
* KCOM (Hull)
* Level 3 Communications / Global Crossing
* Magrathea Telecom (inc. hosted clients who have delegated porting)
* Numbers Plus
* Orbtalk
* Simwood
* Six Degrees
* Spitfire
* Suretec / SureVoIP
* TalkTalk
* Telephony Services (inc. AQL, Gradwell and hosted clients who have delegated porting)
* TelXL
* Verizon
* Virgin Media (inc. Eurobell)
* Vodafone (Thus)
* Vodafone (C\&W)
* Vodafone (Energis)
* Vodafone (Your Communications)
* VoIP Unlimited
* Voxbone
* Wavecrest UK Limited / New Call
* Wightfibre

This list is continuously growing so it's always worth checking with us to find out if a number is portable now or if it will be in the near future. Under some circumstances, we can port in from other operators not listed above, for example, from an operator we do have an agreement with but do not yet have national coverage. There are also an increasing number of providers who are resellers of numbers from other companies, or who let one of the companies we have an agreement with carry out delegated porting for them. There are also many providers who are BT IPEX customers - if this is the case, the end user should contact their provider to ask if they are willing to port the numbers via Scenario 7 - if so, we'll be able to port their numbers.


# Porting Agreements (non-geographic)
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/porting-agreements-non-geographic



We have agreements to port **non-geographic numbers** with a number of Communication Providers:

* Affinity
* BT
* Gamma (inc. hosted clients who have delegated porting)
* KCOM
* Magrathea (inc. hosted clients who have delegated porting)
* Numbers Plus
* Suretec/SureVoIP
* TalkTalk
* Telephony Services (inc. AQL, Gradwell and hosted clients who have delegated porting)
* TelXL
* Verizon
* Virgin Media
* Vodafone
* Voxbone
* WaveCrest
* Wightfibre
*

The minimum lead time for non-geographic ports is currently 5 working days, or 6 working days for subsequent port requests.

NOTE: It is not possible to raise a pre-order validation (POV) for non-geographic numbers.


# Porting rejections
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/porting-rejections



* Everything **must** be present and correct. It pays to do your homework before submission, rather than submitting in hope it's correct.
* Letter of Authorities need to be printed on **your letter head**, and contain authorising signatures of the your company.

We may provide you with an error code instead of a direct reason why your port was rejected.

If you have any queries, please feel free to let us know, and we'd be happy to help.

| **Error Code** | **Explanation**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| :------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| 6              | **Porting telephone number missing or invalid**<br />The MBN is either incorrect or invalid. Ask the current provider to confirm the correct MBN and ensure that the number is in service.                                                                                                                                                                                                                                                                                                                                                  |
| 25             | **Single Line Order but porting telephone number is Multi Line**<br />Often a customer may assume that because they only have one actual telephone number, it must be a Single Line installation. This is not always the case, as the line type depends on how it was installed - we regularly see single numbers that are actually classed as a Multi Line installation. The best way to be sure of the installation type is to check with the provider - they should give you this information if you can verify the account information. |
| 26             | **Multi Line Order but porting telephone number is Single Line**<br />Very similar to code 25 - a customer may assume that because they have multiple numbers installed at the same address, it must be a Multi Line order and attempt to port every number in one request. While this is usually the case, it may be that all numbers are installed separately and must be submitted as individual requests. Again, this is information that the current provider should be able to give you.                                              |
| 30             | **Telephone Number Already Ported**<br />Often with resellers, the end-user may be unaware who the true host network is. This is often the case with resellers who may be selling numbers from a range of different wholesale providers. Thankfully with this error code, the rejection will have to come with information about who the correct LCP is.                                                                                                                                                                                    |
| 31             | **Customer has no service with LCP**<br />A similar issue to Code 30, but rather than being ported away from the LCP in the original attempt, this means the number wasn't ever ported to them in the first place - again, often confusion that comes with resellers. Unlike code 30, however, we wont be able to advise you on who the correct LCP is, and the suspected provider will need to be chased for more information. Similarly to Code 6, this can also mean the number is no longer in service.                                 |
| 41             | **LCP Installation Postcode invalid**<br />Postcodes are used as a way to verify porting orders, without the correct one a port request cannot be accepted and we are unable to request further information relating to the installation. Please note the postcode must match the one held on file by the Losing CP, this is not necessarily the one shown on the customers bill.                                                                                                                                                           |
| 44             | **Telephone number(s) associated with MBN missing or invalid**<br />This can often be related to Code 25, though not always mentioned if there are other reasons (such as postcode) to withhold information. Customers can often be unaware of associated numbers on their accounts, but with a code 44 an LCP should send us the specific numbers that are missing from the port order, meaning (like with code 30) its an error well only receive once.                                                                                   |


# Redcare tag removal
Source: https://help.optua.co.uk/get-started/cloud-voice/numbers/porting/redcare-tag-removal



Porting a number associated with Redcare will lead to a rejection. Sometimes Redcare may have previously been associated to a number, and a tag remains in place. There is no easy way to identify this, you may simply come across this as part of a port rejection.

If we identify that your number has Redcare, we will contact you to ask for some additional information, and will contact BT on your behalf to remove Redcare from your number.


# Call divsion and auto divert
Source: https://help.optua.co.uk/get-started/cloud-voice/sip-trunks/call-divsion-and-auto-divert



**Failure Auto-Divert**\
Should we lose contact with your PBX a rule can be setup to divert calls instantly to another destination. Should contact be re-established the divert will be automatically removed.

**Instant Divert**\
If you need an instant diversion rule set, so all calls immediately take a new path, a number can be entered. This will override all other rules and diversions you may have set on a per DDI basis. This is primarily used for emergency scenarios which require you to redirect all call traffic.


# TLS Certificate
Source: https://help.optua.co.uk/get-started/cloud-voice/sip-trunks/tls-certificate



We support TLS to enable fully secure calling from your platform to us.\
\
Although we do not recommend certificate pinning as we may make changes to our certificates during maintenance, please find a copy of the current public certificate for *.*[*intervoip.co.uk*](http://intervoip.co.uk)\_ attached.\
\
Note: This certificate is valid until Oct 16, 2023. A new certificate will be available here when the current one is renewed.\
\_\
[<u>.intervoip.crt</u>](https://cdn.controlpanel.work/downloads/voip/intervoip.crt)\
\
Alternatively you can get the certificate using the following openssl command:\
\
openssl s\_client -connect sip54.intervoip.co.uk:5061 2>/dev/null


# Changing your installation date
Source: https://help.optua.co.uk/get-started/installation/changing-your-installation-date



That's okay! We're happy to change your installation date. You must inform us at least \*\*48 hours \*\*(2 days) before your appointment for a fee-free reschedule.

## **Please be home for your installation!**

An adult aged 18+ must be present to let the engineers in to complete their work and get you connected.

If the engineers arrive and there's nobody home, a missed appointment charge will be applied.


# Extended permission to carry out installation
Source: https://help.optua.co.uk/get-started/installation/extended-permission-to-carry-out-installation



Sharing access or living in managed accommodation? It’s always best to double-check so everyone stays happy:

* **Shared Front Garden or Driveway?**\
  You may need your neighbour’s OK to run fibre cables across shared land.
* **Housing Association or Estate-Managed Building?**\
  Review any communal works rules in your tenancy or lease.
* **Renting?**\
  Check your tenancy agreement or ask your landlord before we install any new wiring.

## **Flats and high rises**

Our engineers excel at connecting all shapes and sizes of buildings, but taller blocks often need extra planning:

1. **Permission from Third Parties**\
   You might need a sign-off from your landlord, managing agent or freeholder before we drill or run cables in communal areas.
2. **Internal Wiring Considerations**\
   Some flats require bespoke cable routes inside corridors or risers. We’ll flag any complexities when scheduling your install.

## **If permission is required**

1. **Wayleave Agreement**\
   We’ll send you a simple wayleave form—either by post or email—for the relevant party to sign (neighbour, landlord or managing agent).
2. **Download & Sign**\
   You can also download the form at the bottom of this page.
3. **Return to Us**\
   Email the signed document to [<u>contactus@optua.co.uk</u>](mailto:contactus@optua.co.uk), or, post it back to us at **2nd Floor, 48 West George Street, Glasgow, G2 1BP** and we'll pass it to our infrastructure partner.

Install dates may be delayed if we don’t receive permission in time—so get that form back to us as soon as you can!

By checking permissions early, you’ll ensure a smooth, speedy installation—and get online without a hiccup.


# Preparing for connection day
Source: https://help.optua.co.uk/get-started/installation/preparing-for-connection-day



Woohoo! Connection day is coming soon for you. Let's get ready 🎉

## **1.  Download the eero App**

You’ll use this to configure your router and manage your whole home network. Install it now so you can hit the ground running:

* [<u>Download on the </u>**<u>Apple App Store</u>**](https://intercom.help/brillband-069a92c9f690/en/articles/11952782-preparing-for-your-connection-day)
* [<u>Get it on </u>**<u>Google Play</u>**](https://intercom.help/brillband-069a92c9f690/en/articles/11952782-preparing-for-your-connection-day)

## **2. Power Up & Position**

* **Power Sockets**: You’ll need **two** free sockets—one for the ONT (black box) installed by the operator, and one for your Eero router.
* **Location Tip**: Pick a central, elevated spot away from thick walls for the best Wi-Fi coverage.

We send your Eero router by the quickest postal method possible, typically Royal Mail. If theres any problems with delivery, [give us a shout](mailto:contactus@optua.co.uk).


# What to expect on the day
Source: https://help.optua.co.uk/get-started/installation/what-to-expect-on-the-day



## **Connection to an infrastructure network**

Before you can enjoy our multi-gig fibre network, your home needs a connection from one of our infrastructure partners. We contract providers such as Openreach and CityFibre to install infrastructure on our behalf. Their engineering team handle everything -- from digging ducts to installing kit -- you've probably seen them close a road or two near you! They provide minimal fuss and no mess.

## **What to expect on install day**

1. **Before they start...**
   * Installations take anywhere between 1-3 hours, however, they may run longer depending on any obstacles the team may hit.
   * Our engineers aim for a neat and thorough job -- they want to make sure you're happy and online before they leave.
   * **It's important that an individual over the age of 18 is present at the property** - it must be the account holder or someone else they know who is over 18. Our engineers will not proceed with the installation if they're satisfied the occupant at the time is not over 18.
2. **Confirm the best location**
   * The engineer will survey the property and suggest the best spot for your fibre entry and ONT
   * If you have a preferred location—say, a home office or living room wall—just let them know. You have 10m to play with from the point of entry. If you encounter any issues please get in touch with our support team.
3. **Feeding the Fibre Cable In**
   * We’ll use existing underground ducts where possible; if not, we’ll carefully trench under your garden or driveway.
   * A tiny hole (about 5 mm Ø) is drilled through the wall, then sealed and tidied once the cable’s in.
   * Outside, you’ll see a neat fibre entry box (around the size of an iPad mini)—it may look slightly different in flats versus houses.
4. **Fitting the ONT (Optical Network Terminal)**
   * Inside, we mount the ONT on your wall.
   * Your Brillband router plugs directly into this black box—it converts the fibre light signal into your blazing-fast Ethernet connection.

## **After your installation**

We want to make sure you're happy after your equipment has been installed. If not, please reach out to us and we're happy to try our best to resolve any issues raised. We can always ask an engineer to revisit your property to resolve any issues with their work.


# Broadband jargon-busting
Source: https://help.optua.co.uk/get-started/jargon-busting/broadband-jargon-busting



Broadband jargon can feel like a foreign language—so we’re here to bust the jargon. Think of this as your cheat sheet to understand what’s happening behind the scenes of your multi-gig connectivity super highway.

## **Bandwidth**

Think of bandwidth as the width of your internet motorway. Higher bandwidth means more data can zoom through at once—so everyone in your home or workplace can stream, game and browse without pile-ups.

## **Download Speed**

How fast data travels **to** you—like how quickly you can fill up on your favourite box-set. More Mbps here means less buffering and faster downloads of films, games and software.

## **Ethernet (LAN) Connection**

Your equivalent of a VIP fast-track lane: a cable directly from your device to the router. This is rock-solid and the only way to hit the full **900 Mbps**.

## **Fibre-to-the-Cabinet (FTTC)**

A hybrid setup where fibre runs to your street cabinet, then copper from cabinet to home. Speeds up to around 80–100 Mbps.

## **Fibre-to-the-Premises (FTTP)**

Full fibre all the way into your home for maximum speeds (that’s our sweet spot!). Delivers true gigabit-class performance.

## **Latency**

The delay between you clicking “play” and Netflix actually starting. Lower latency (under 20 ms) means snappier gaming and smoother video calls.

## **Mesh Wi-Fi System**

Multiple Eero devices working together like a well-organised relay team—spreading strong, seamless Wi-Fi from attic to garden shed.

## **ONT (Optical Network Terminal)**

The little black box on your wall that turns fibre light into Ethernet data. Leave it on 24/7 for tip-top performance.

## **Packet Loss & Jitter**

* **Packet Loss:** Think of missing letters in a sentence—when data “packets” go missing, you might see choppy video or dropped frames.
* **Jitter:** When those packets arrive at uneven intervals—causing stuttered or glitchy streams. Both should be near zero for a buttery-smooth experience.

## **Router**

Your home’s digital traffic controller—connecting all devices to the internet, directing data where it needs to go, and keeping unwanted visitors out.

## **SSID & Encryption (WPA2/WPA3)**

* **SSID:** Your network’s name (e.g. “Optua9999”).
* **WPA2/WPA3:** Your network’s secret code—strong encryption standards that keep neighbours and hackers off your Wi-Fi.

## **Service Level Agreement (SLA)**

Our promise on uptime and support response times. If we let you down on guaranteed speeds, you get compensation—no quibbles.

## **5 GHz vs 2.4 GHz Bands**

* **5 GHz:** Shorter range but higher top speeds—ideal when you’re near the router.
* **2.4 GHz:** Longer reach through walls but caps around 100–200 Mbps—good for distant rooms and simple IoT devices.

## **Static IP vs Dynamic IP**

* **Dynamic IP:** Your home address on the internet changes occasionally—perfectly fine for most users.
* **Static IP:** A permanent address—useful if you host a server or need remote-access to devices.


# Setting up your router
Source: https://help.optua.co.uk/get-started/your-eero-router/setting-up-your-router



## Lets rock and roll! 🤘

Setting up your Optua broadband takes a few minutes... seriously! We promise! All you need is your Eero, a compatible device and to follow these steps:

1. **Unbox and power up your Eero**
   * Plug the power adapter into your Eero and a nearby socket. We recommend giving your Eero it's own socket - not in a power extension.
   * Wait for the LED to start pulsing blue - this means that your router is ready for pairing.
2. **Download the Eero app**
   * Search for **“Eero”** in the App Store or Google Play.
   * Install and launch the app on your smartphone or tablet.
3. **Create an account and begin setup**
   * You can login to the Eero app with your existing Amazon credentials, if you're already signed up to any Amazon service. Otherwise, tap Create an eero account to register a new one.
   * Follow the in-app prompts to name your network, choose a password and add any additional Eeros or Beacons.

That’s it—your new Wi-Fi network should be live in under five minutes. If you hit any snags, our support team is on standby to help you finish the setup quickly!

<Accordion title="Having any issues?" icon="sparkles">
  <Card title="Allowing your new router to settle-in" icon="router" href="/about-the-optua-router">
    Remember that your router might take a few hours or days to fully settle in to your new property.
  </Card>
</Accordion>


# About the Optua router
Source: https://help.optua.co.uk/getting-started/your-eero-router/about-the-optua-router



<img alt="Eero Patria Studio Front Back Side 002" />

If you choose to allow us to provide a router for you, we provide the **Eero 7** by Amazon. The Eero 7 is a WiFi Standard 7 router that provides speeds up to 2.3gbps wired and 1.8gbps wireless.

## WiFi Coverage

The Eero 7 covers around 2,000 sq. ft. per unit. The internal material and structure of each home or business will affect the range differently.

## **Built-in security and parental controls**

Eero has built-in ad blocking and automatic threat blocking. You can also manage parental controls within the Eero app to block any adult content from your network.

Not only that, you can manage your guests accessing your network, by creating easy password shares to provide to your guests to access your WiFi network.

## Speed and Connection Checks

Automatic health checks ensure your connection is running as expected. You can check the results and run tests via the Eero app on your mobile device.

## **Device Management**

Remove unknown devices from your network in just a few taps within the eero app.

## Dimensions

Just incase you need to measure...

<Note>
  Actual size and weight may vary by manufacturing process.
</Note>

<img alt="PATRIA DIMENSIONS Top 94697b63" title="PATRIA DIMENSIONS Top 94697b63" />

<img alt="PATRIA DIMENSIONS Back 1fe6a822" />


# Our packages
Source: https://help.optua.co.uk/hi-we-re-optua/about-us/our-packages



## **No sneaky fees - a price, is a price.**

At Optua, we're committed to making your broadband, cloud voice and call answering simpler. We want to put a smile on your face when you get your bill, not a massive, ruin your day sigh 😮‍💨

## **What makes us different?**

* **We're committed to no scary price hikes**

  While other providers might hike the price of your contract every year, we're committed to no scary, unexpected price hikes. We'll always let you know whats happening with the pricing, when it happens.
* **No hidden "extras"**

  There are no surprise admin fees, line-rental add-ons or “speed upgrade” traps—what you sign up for is exactly what you get.
* **Fair, Predictable Billing**\
  You’ll always know what’s coming on your statement—no nasty shocks halfway through your contract.

## **At the End of Your Contract…**

We’ll send you some friendly reminders before your term expires. Then you’ll have two easy choices:

1. **Stay Rolling**\
   Continue rolling on with your contract, with a minimal price increase to ensure your tariff stays in line with inflation (and other boring company-money things!)
2. **Re-Contract**\
   Sign up again at our **new-customer rate** and lock in another term, or, move to another contract that suits you better.

No gimmicks, no hidden small print—just the straightforward package you signed up for.


# Allowing your new router to settle-in
Source: https://help.optua.co.uk/jargon-busting/your-eero-router/allowing-your-new-router-to-settle-in



Your Eero isn’t just a pretty box—it’s a self-learning Wi-Fi wizard that fine-tunes itself to deliver the best possible connection to every device in your home. It might not hit perfection the instant you plug it in, but give it a little time and it’ll get brilliantly dialled in.

<Note>
  This isnt exact! You might find that these times vary between routers, homes and business addresses.
</Note>

## **What’s Going On Behind the Scenes**

* **First Few Minutes**

  **Pathfinding:** Your Eero maps out the quickest routes for data to travel—finding the fastest lanes between router and device.
* **First Few Hours**

  **Interference Tuning:** It scans your environment for potential disruptors (microwaves, cordless phones, Bluetooth gadgets) and learns to tune them out.
* **Days 2–7**

  **Channel Optimisation:** Eero cycles through Wi-Fi channels to identify the clearest frequencies, automatically switching to avoid busy neighbours and crowded airwaves.


# How do we protect your data?
Source: https://help.optua.co.uk/we-re-optua/about-us/how-do-we-protect-your-data



## **We use the very best customer management software and network tools to keep your data safe and secure.**

We'll only use your data to enhance your experience and to ensure customer happiness remains at the heart of what we do.

You can view our privacy policy on our website.


# Our minimum speed guarantee
Source: https://help.optua.co.uk/we-re-optua/about-us/our-minimum-speed-guarantee



## Our speed guarantee, explained

We promise a wired minimum guaranteed speed for your broadband service, ensuring you have peace of mind about the quality of your connection.

## What is our guarantee?

Our guarantees might vary depending on your broadband speed, but generally, our minimum speed is:

* <Icon icon="download" /> **Download**: At least 430mb/s
* <Icon icon="upload" /> **Upload**: At least 150mb/s

These speeds represent the minimum you should constantly receive from our network straight to your provided router. If you're bringing your own router, you might find your speeds vary depending on your router. Please contact us if you have any questions!

## What happens if your speeds fall below our guarantee?

If you notice your broadband speeds dropping below our guaranteed levels, let us know immediately. We'll jump into action and do everything possible to sort it within 30 working days.

If we can't resolve the issue within this timeframe, you'll have the option to cancel your contract without penalty, and we'll refund your monthly fee for that period—no fuss! You can also request credit onto your next bill.

## Why can't our WiFi speeds be specifically guaranteed?

While we can promise the speeds delivered directly to your router, WiFi speeds can vary and depend on several factors outside our control, such as:

* Distance from your router
* Device specifications
* Placement of the router
* Building materials like walls or floors


# Who is Optua?
Source: https://help.optua.co.uk/we-re-optua/about-us/who-is-optua



## Optua is your Scottish-first, all round provider for businesses and residents.

We are a challenger in the space of broadband, cloud voice and business call answering. Optua was founded on the foundation of challenging poor experiences with conglomorate ISP providers.

## So... how are you any different?

We are a gigabit-first provider. We believe that fast speeds should be a need and not a luxury now-a-days for your internet speeds. It's been 14 years (at the time of writing! **January 2025**) since gigabit speeds were released in London, and still modern businesses and homes are seeing speeds of less than 500mbps. If you sign up with us, **we promise you'll get at least 900mbps.** If we can't get you that, we'll make sure you get it the day it comes to your address.

Not only that - we are customer-centric. You are at the forefront of our operations! We answer customer service calls at our 0800 number in a guaranteed less than 10 seconds, and promise to call you back within 1 working day if we need to call you back.

## What are you waiting for?

Lets go! Head to [our website](https://optua.co.uk/) and learn more about our packages from broadband to cloud voice. See you soon!


# Introduction
Source: https://help.optua.co.uk/welcome-to-our-help-centre/introduction



Lost? Confused? Accidentally unplugged something you probably shouldn't have? No judgement here, we've all been there.

This is your one-stop shop for guides, FAQs, and all the good stuff that'll help you become an Optua pro. Whether you're setting up your shiny new phone system or just trying to figure out why Dave from accounting can't hear anyone on calls (it's always Dave), we've got your back.

Still stuck? Give us a shout. Our support team actually enjoys helping people. Weird, we know.