I signed up, but never received my login details.
It's possible that the email got stuck in your spam filter. If not, please contact us.
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I've forgotten my username.
Your username is your email address.
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The password is very difficult to remember, how do I change it to something I can remember.
You can change passwords from the ‘My Services’ tab.
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I would like my calls to route to my mobile phone rather than my PC. Can I do this?
Yes, you can decide to receive calls from any directly dialable number, such as your home or mobile number. Under the ‘My Services’ tab click the ‘change my one number settings’. Select the location you wish.
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I have a new telephone number, can I add this to my profile?
Yes this is very simple to do. Under the ‘My Services’ tab, click on ‘change my one number settings’. This will open a new window.
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I have missed a call, where can I pick up the voicemail?
All voicemails are sent to the email address of the user as a small audio file. They are also available from the web portal. Under the ‘My Service’ tab, select ‘change my one number settings’. The voicemails can be played back on your PC or the phone number you have registered to receive calls.
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Can I make a call to the emergency service (999 and 112)?
Interoute One does not support calling to the emergency service. This should be done via the existing telephony system or a mobile phone.
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Is this service secure – will it put me at risk from hackers, or open my network to unsolicited communications (SPAM/SPIM/SPIT)?
All communications between your server and ours are TLS encrypted, this means that it is very difficult for a third party to monitor your conversations. The media packets that make up the voice or video communications pass from the users PC to our server are not currently encrypted, but without the server to server messages, these packets are not much use to a third party.
TLS encryption is the same security used by banks for their customer web services, and as well as encrypting the messaging between the servers, it is also used to make certain that the servers are real and not being 'spoofed' by a hacker. So you can be confident that any communications from our servers have come from us, and by extension, that any of your federated contacts who communicates with you are who they say they are.
When you join the federation, your users do not immediately become visible to all the other members of the federation. In a similar way to other IM systems (MSN, ICQ etc.), contacts need to exchange an invitation to be able to see each others presence or communicate.
If you feel that another organisation is abusing the federation - sending contact requests to users who do not know them, please let us know.
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Why should I sign up to Interoute One? LCS includes support for federation and outbound calling already.
Primarily to save cost, time and hassle typically required when integrating the LCS to the wider business community. With Interoute One, the complexity resides in the network and not on your site. No additional equipment is required in order to Federate to other business, make and even receive calls from the PSTN.
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What do I need to sign up for the service?
To connect your LCS server to the federation, you need an access proxy which is configured to work with the other LCS servers in your organisation. The access proxy needs to be accessible from our server (across the public internet/Interoute VPN) on a static, public ip address on TCP port 5061.
The access proxy's public interface will need to have a TLS certificate which matches its domain name, the certificate needs to have been assigned by a public certificate authority.
Finally, the access proxy needs the following DNS records hosted on a publicly accessible DNS server (note these are the same DNS entries as defined in the MS documentation http://www.microsoft.com/downloads/details.aspx?FamilyId=1C1B9910-24EB-4D12-8B43-0A931A543207&displaylang=en ):
1. An A record which matches the name on the TLS certificate installed on the public AP interface.
2. An SRV record pointing to the A record above, of the form _sip._tls_'domain.com' specifying port 5061
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What is an access proxy?
An access proxy is an LCS standard edition server which is installed within your DMZ. To use our service, you need to interconnect your LCS installation with our server, either across the public internet or an Interoute VPN, although this can be done very securely, Microsoft recommends that you install an access proxy to give greater separation between your LCS home server (and Active directory) and the internet. The access proxy is a server with two interfaces, one of which is used to communicate with our servers (external) the other is connected to your LAN (internal). The server handles any requests from outside your domain, and checks that they are from an authorised server, it also checks requests from inside your domain, destined for the outside world and routes them accordingly.
All communications to and from the access proxy are encrypted using SSL encryption to keeps your communications private, and validates that the servers involved in the connection are the intended servers and not being spoofed.
The access proxy requires a stand alone installation of LCS standard edition, running on a windows 2003 server. For hardware requirements, please see:
http://www.microsoft.com/hk/office/livecomm/prodinfo/enterprisereq.mspx
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How do I set up my access proxy?
coming soon
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What is a TLS certificate?
A TLS certificate is used to prove that a server is actually the machine that matches a public DNS entry. For example: our server has a TLS certificate with the name federation01.interoute.com, which matches the DNS entry for the server. When your server communicates with ours, it will receive our TLS certificate which will confirm that your server is in fact connected to our server and not a third party that has somehow ‘spoofed’ our server. Likewise, our server will validate your server, so that any other federated customers can be confident that when the talk their contacts at your company, they really are talking to the people they expect.
These certificates can be generated privately, but to be certain that a certificate is ‘real’ we require that your certificate is from a trusted third party certificate authority.
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Do I need to make any changes to my firewall to make this service work?
The communications that need to take place through your firewall are as follows:
1. TLS connection on TCP port 5061 from the public interface of your access proxy to our server. This can be restricted to the destination IP addresses of 89.202.188.1 and 89.202.188.4.
2. RTP packets from users' Office communicator clients to our server; these packets carry the voice/video media data directly from the user's PC to our server. Office communicator can use a wide range of ports to send these packets. This range can be reduced using the group policy file that is included with communicator. If your firewall is configured to allow users to send packets out on any UDP port, then no changes are required. If the firewall only allows packets to be sent from a selection of known ports, then there are a number of options:
1. Allow users to send packets from any UDP port to our servers media addresses: 89.202.188.2 & 89.202.188.3
2. Import the group policy file Communicator.adm into your group policy console and select a port range for the policy entries: Maxmediaport and Minmediaport. Then allow these ports on your firewall.
3. Manually add the Max and min media ports as described in this Microsoft document:
http://msdn2.microsoft.com/en-us/library/ms775312.aspx and then open these ports for outbound traffic in your firewall.
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I can’t make outbound PSTN calls - The desk/mobile numbers are greyed out for my contacts.
When Office communicator is installed, it does not always enable outbound calling. Unfortunately this is not controlled from within the configuration screens, it is managed using a registry entry:
\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Communicator
EnablePC2Phone REG_DWORD 0x00000001
Please see if this entry is in your registry
We recommend that you add these entries to your group policy so that all users get these registry entries installed.
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I still can’t make outbound calls.
Users need to be configured to give them the rights to make and receive calls outside of the domain. Within the active directory, select the users that are to be allowed access to the service, right click on them and select ‘Configure Live communications users’. Make you way through the pages of the wizard, selecting to allow federation, remote access and public IM connectivity.
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I get silence on the line until I speak for PSTN / Federated calls
In order to get voice calls through your corporate firewall, your office communicator needs to send a packet to our server before packets can get back through to your client. This allows your firewall to set up a secure tunnel through to our platform. If your microphone is set at the correct level, it will pick up background noise. breathing etc. and send this packet as soon as you make the call. If you are experiencing silence at the start of the call or not hearing ringtone, try increasing your microphone volume or moving it closer to your mouth.
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How can I communicate with the other users of the InterouteOne service?
When your organisation signs up for the InterouteOne service, you will be able to communicate with the other companies that use our service. In order to do so, you will need to exchange LCS user names with the people you want to communicate with, and add them to your contact list – in a similar way to MSN/Yahoo/AIM. Once both users have agreed to add each other to their lists, they will be able to communicate as if they were within the same organisation.
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What methods can I use to communicate with other organisations?
From the moment you sign up, and start adding contacts from other organisations connected to the InterouteOne service, you will be able to share presence, IM and voice with those contacts. All IM and voice communication is free across the federation. Application sharing, and file transfer using communicator are not currently supported – these are on our roadmap for future release.
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I have signed up for some inbound numbers, how can I use this service?
When you sign up for inbound numbers, we ask you to assign these numbers to your users, and to let us know the users LCS user names. This allows us to set up a mapping within our servers so that we can divert inbound calls to the correct users. Once a number has been assigned to a user, they will be sent a welcome email with instructions on how to use the service. The user will need to add a special entry to their contact list in order to accept inbound calls to their communicator.
The individual user needs to update their desktop communicator application to enable Interoute One within the permissions.
1. Log into Communicator
2. Click on the 'Actions' drop down and select 'Options'
3. Go to 'Permissions' tab and click on 'New'
4. A small window will open, complete as below and click 'OK'
5. Restart Communicator
Each user will have a personal web portal created where they can manage their inbound number service, this allows them to divert calls from their inbound number to their communicator, mobile, land line or voicemail.
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What troubleshooting tools are available to assist in checking that my LCS installation is correctly configured?
As all communication between the LCS back end server, AP and Interoute One service are encrypted using TLS, it is not possible to troubleshoot call flows using normal methods (packet sniffing for example), therefore the only tool available is the LCS log interpreter. This tool is included with the LCS SDK, if you do not have this you can look at the LCS logs directly. LCS logs are written on both the AP and the LCS backend server - the logs hold all of the SIP messages sent within the network, so can be somewhat unwieldy. Its recommended that you look mainly at the AP logs as these tend to be smaller and are more relevant to the Interoute One service. Logging on the AP is configured through the computer management tool on the 'logging' tab. For in depth troubleshooting, configure logging as shown:
The following messages indicate that the AP is configured correctly and is communicating with the Interoute One server:
$$begin_record
LogType: connection
Date: 2007/05/21 00:01:08
Severity: 2
Text: The connection peer is the default route server
Peer-IP: 89.202.188.1:4786
Peer-Name: federation01.interoute.com
Transport: M-TLS
Result-Code: 0x03ed2051 SIPPROXY_S_EPROUTING_EXTERNAL_DEFAULTROUTESERVER
$$end_record
$$begin_record
LogType: connection
Date: 2007/05/21 00:01:08
Severity: 2
Text: TLS connection opened
Connection-ID: 2905088
Source-IP: 84.233.218.106:5061
Destination-IP: 89.202.188.1:4786
Peer-Name: federation01.interoute.com
Transport: M-TLS
$$end_record
$$begin_record
LogType: connection
Date: 2007/05/21 00:01:08
Severity: 2
Text: Connection established
Connection-ID: 2905088
Source-IP: 84.233.218.106:5061
Destination-IP: 89.202.188.1:4786
Peer-Name: federation01.interoute.com
Transport: M-TLS
$$end_record
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What Softphones are supported?
The only supported soft phone is the one available from http://www.interouteone.com.
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What is the minimum specification PC I need in order to use the soft phone?
The following table outlines the minimum and ideal specification:
| Minimum | Optimal | | Processor | Intel® Pentium II 400 MHz or equivalent | Pentium III® 1.3 GHz or equivalent | | Memory | 128 MB RAM | 128 MB RAM | | Hard Disk Space | 15 MB | 30 MB | | Operating System | Windows® 98 Second Edition
Windows NT®
Windows® 2000
Windows® XP
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Interoute One requires both speakers and a microphone to make calls. Any of the following configurations are acceptable:- External speakers and microphone
- Built-in speakers and microphone
- Dual-jack multimedia headset
- Bluetooth® multimedia headset
- USB multimedia headset
- USB phone
Or an approved SIP telephone (see below).
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I like using the PC to make calls, but would also like to use a desk phone. What phones are compatible?
There are a number of hard phone that are supported, including Cisco, Polycom and Snom.
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What PDA devices are supported?
At present we are not able to support connectivity from PDA and mobile phone devices. We aim to launch this in a future release.
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Why does the service not work through my firewall?
Interoute One provide customers with a secure solution that works with, rather than around, the corporate firewall, which helps IT team to ensure security and traffic policies are in place in order to provide converged voice services over the existing corporate LAN.
Interoute One will therefore require certain standard ports to be opened in order for the voice calls to establish successfully.
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I am seeing the following error: 408 registration error
Please check your firewall setup particularly port 5060 is opened up for SIP traffic.
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I am seeing the following error: 409 conflict error
This is a security feature to prevent cloning of accounts. Please ensure that you are not logged in on any other PCs with your account. The system we are using can take up to 15 mins to reset before allowing you to log back in again.
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I tried to call a local number, but can’t get through
Please ensure that the full international number is being dialled i.e. 00442070259000
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No one is able to call me on my Interoute One number.
Please log on Interoute One account and ensure that your numbers are routed correctly and that you are logged into Interoute One soft client/LCS.
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I am only getting one-way transmission on calls.
Check the audio device is plugged in and working. Run your audio wizard. If you are able to make calls within your domain (company) then it is likely to be a system problem. If the problem persists it should be reported to Interoute.
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I am getting the recorded announcement: “the person you are calling is unavailable, please try again”
Ensure the number is a valid telephone number, you can do this by calling over another network such as a mobile device. If the problem persists, it should be reported to Interoute.
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Can I try the service before I buy?
Yes, there is no charge to sign up, and when the sign up process is complete, we give you a small credit for calls to landlines and mobiles. If you wish you can add more credit to this account with a credit card, or contact us to change to post paid service.
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My trial credit has expired, what can I do now?
You can top up your account with a credit card at any time, alternatively you can contact us to move to post-paid service. To add more credit, log on to www.interouteone.com, select my service and click ADD MORE.
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I have completed my prepaid trial and would like to move to post paid billing – what should I do?
Please contact us and we will be happy to discuss your requirements.
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I need to discuss a billing problem with someone, whom should I contact?
Please contact our support team, who will assist with your enquiry.
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How much does it cost to make a call?
Interoute does not charge a call set up charge or minimum call charge. This is important when comparing our rates with other suppliers. A minimum call charge can increase the cost of an average business call by 75%!
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I have read through the FAQ but it does not resolve my issue. Who should I contact?
Please click here to contact us
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