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Frequently Asked Questions

Afriphone

1. An uncongested Internet connection such as Fibre to the Home (FTTH) or Fixed Home LTE.

2. A SIP Account.

3. A Mastercard or Visa card to purchase prepaid air time.
There are no service fees for the Afriphone service.

1. No sign up fees.
2. No monthly service fees.
3. No service cancellation fees.

Number Porting is available at once-off cost of R130 incl VAT.
The Afriphone service is entirely dependent on the quality of the Internet connection you are using when making or receiving a phone call. Hence we only recommend connections that do not generally suffer from congestion or high latency such as FTTH (Fibre to the Home) or Fixed Home LTE (Telkom).

Sometimes other connectivity types, such as ADSL, 3G, Edge, WiFI or Mobile LTE will work. However, we do NOT recommend relying on these connectivity types as they are prone to congestion and high latency which result in poor call quality.
Create a new account and add details from Extension email sent to you as below:

Label / Account Name / Display Name: Extension Username as per email sent to you

Username / Register Name: Extension Username as per email sent to you

Password: Extension Password as per email sent to you

Sip Server: Extension Sip Server as per email sent to you

Transport Type: TCP
Audio Codec Settings: aLAW
Subscribe for Register: Enabled

Save

Register status should say: Registered

If not, double check the above details or send an email to support.

VoIP

Go to https://www.truecaller.com/unlisting
to unlist your number.
Login to your portal,
click on customers - place order,
doc type - select sales order,
choose your airtime package.
place your order.

Then click on customers - Make Payment to make payment to your account.
- Yes geographic landline numbers can be ported to Cloud Telecoms.
- This include’s all South African numbers that start with 01, 02, 03, 04 and 05.
- Mobile numbers such 083, 072 and 061 cannot be ported to Cloud Telecoms.

The once off cost to Port your number to Cloud Telecoms is R130.

To Port your number to Cloud Telecoms

1. You login into your Cloud Telecoms account
2. You click on DID Manager
3. Click Port Number
4. You will need to provide documents and complete the application form.
5. You will receive an invoice for R130 that will need to be paid via Mastercard or Visa before your application is processed.

You will need to have the following on hand.

1. A copy of your current service providers invoice and it must display the number you wish to Port.
2. A scanned JPG or PDF of the ID of the account holder.
3. The account holder will need to sign the application forms and authorisation letter.
A number must already be suspended for arrears at the time the port out request was logged.

1. In terms of the Functional Specification for Geographic Number
Portability Government Gazette 30089 (“FSS”) as published on 13 July 2007, specifically section 4(9)(d) and section 4(11), a donor operator cannot reject a port on the basis that the subscriber still owes monies nor may the donor operator delay a port pending the settlement of outstanding monies.
No, unfortunately this cannot be done.
Config Settings:

Softphone or your SIP phone compatible Device settings

1.Check your email for an email titled PBX Extension.
2. Use registration details from email.
3. Audio codec =G729 alternatively OPUS or GSM
4. Network should be set to DHCP (This is the default)

Settings for your Internet Router

SIP ALG = Should be disabled on your Internet router (usually found under security). If not disabled SIP ALG can cause problems with calls such as randomly cutting calls and/or your registration with the server. You can ask your Internet service provider (ISP) to help you disable SIP ALG.
We would prefer your Air Time to never expire, however we require a protection mechanism against users who sign up for accounts but never use them. We provide a single 087 telephone number for free. By ICASA regulations unused numbers can be recycled without notice.

1. Your account will be cancelled and your Air Time expired after 6 (six) months of no call usage or top ups.
2. Your phone number will be recycled and go back into the available pool of telephone numbers for new users.
3. You will be sent emails to your registered email address to warn you that your account is expiring within 1 month, 2 weeks, 3, 2 and 1 day before it expires to give you the chance to make a call or add air time to prevent the cancellation of your account.
Not at this stage, we are working with service providers and ICASA to re-instate this ability.

Please note that it is illegal to use any caller ID (number) that is not under your ownership. To do this is considered fraud. If these regulations are broken, your account will be suspended without notice and you may face criminal charges.
On your account dashboard there is a “voice mail” section where you can follow a few simple steps to setup your voicemail.

1. Type in your “Display Name”
2. Select a 3 or 4 digit pin
3. Dial *85 on your phone and follow the voice prompts to complete the process

To setup voicemail to email, simply type in your email address in voicemail settings and select save/enable.
All voicemails will be sent to your email address as a sound file attachment.
Voicemail to email is a much more efficient way of receiving voice mails, it simply arrives in your INBOX and you click the file to listen to it, you do not have to dial in to listen to, save and delete voice messages.
Yes, you can block individual numbers using your blacklist function and block countries from your country codes function.

From the dashboard page, select the “Dialing Restrictions” tab on the right. This will take you to the “Black Lists” and “Country Codes” settings.
Inbound Route
type=peer,
secret=password,
username=101,
host=domain.cloudtools.co.za,
fromuser=101,
canreinvite=yes,
insecure=invite,port,
qualify=yes,
nat=yes,
port=5060,
context=from-trunk,
register => ,101:password@yourdomain.cloudtools.co.za/101
Not registering
1. Use https://youfiles.herokuapp.com/telnetclient/ to Telnet to port 5060 on 156.0.96.60
2. Set the phone setting "Sip Keepalive" value to a lower amount of seconds.

Inbound and Audio Issues
1. Reboot your phone.
2. Double check your sip account credentials, Account Balance and Cloudtime Balance
3. Check your internet connectivity by visiting www.google.co.za
4. Go to our portal, Click Registrations - Click "Check your Firewall IP Blocked Status" to unblock your IP.
5. Disable firewall and NAT settings on your router.
6. Disable SIP ALG on your router.
8. Check that your upload speed is greater than 5MBps using www.speedtest.net
9. Check that your codecs are exactly in this order G.711A (ALAW), G729.
10. Reset your phone to factory settings and set up your account again (don't change any other settings).
11. Try changing the phone or the network connection.

Give us a call to connect a phone to the extension for testing.
If problem persists, you will be required to install AnyDesk on a PC on your network and provide login details.
Outgoing Phone Calls troubleshooting guide
1. Check that your phone is registered, if not folow the "Phone Registration troubleshooting guide"
2. Double check your sip account credentials, Account Balance and Airtime Balance
3. Check your internet connectivity by visiting www.google.co.za
4. Check that your Caller ID is a valid local landline number
5. Call us for support
Connect to Internet - Wired
Connect a LAN Cable

Connect to Internet - Wireless
Click the Settings Button
Enable Wi-Fi
Select a Network
Put in your network password

Log onto the web interface
Click the center tick button to find the ip address of the phone.
Enter the IP Address into a web browser of a PC on the same network.
Username: admin
Password: admin

Enter the registration details
Click on the Account Tab and add details from Extension email sent to you as below:
Label: Extension Username as per email sent to you
Display Name: Extension Username as per email sent to you
Register Name: Extension Username as per email sent to you
Username: Extension Username as per email sent to you
Password: Extension Password as per email sent to you
Sip Server: Extension Sip Server as per email sent to you
Transport Type: TCP
Click Confirm
Refresh the Page
Check that the register status says: Registered
If not, double check the above details.

Fix your Codecs
Click on Codecs and make sure you enable the following in order: PCMA(G711A), G729