Getting Started

Here you can find answers to frequently asked questions about the following subjects:

• The VoiceLine. Phone Numbers
• Calling Plans & Pricing
• Installation & Service Requirements
• Customer Support

Getting Started
See how easy it is to get started with The VoiceLine

Billing / Shipping
All about The VoiceLine calling plans and pricing

Installation / Troubleshooting
Unable to get a dial tone? Follow our checklist.

Calling
How to make calls and use The VoiceLine. features

Glossary
Commonly used The VoiceLine. terms

Contact Us
Contact our customer support team by e-mail or by phone

Getting Started

Getting started with The VoiceLine is easy.
Just follow these simple steps to sign up:

1. Choose a calling plan that fits your needs.
2. Purchase an InnoMedia MTA 3328-2RE Internet Router
3. When you receive your adapter, connect it to your router and broadband connection. Plug in your phone and start using your The VoiceLine Service.

Service Requirements
In order to use the The VoiceLine service, you need to have:

• A The VoiceLine account
• A broadband Internet connection (such as DSL, cable, T1, LAN, or WAN)
  Note: Most broadband service providers use dynamic IP addressing, but if you have a static IP address, you will need to know your IP address, netmask, and gateway address. Your service provider can give you this information.
• InnoMedia MTA 3328-2RE Internet Router
• A telephone
• A PC with Microsoft Internet Explorer web browser version 5.0 or higher (used for account management only; not used for calling)

Calling Plans
Choose the calling plan that meets your needs. Voice Line International Inc. offers monthly plans for as low as $11.99 a month.

Choosing a Phone Number
With The VoiceLine, you can choose a phone number that meets your needs. From your Home State, where your friends and family resides or where your customers are.

How the Service Works
The VoiceLine is a phone service that is an alternative to your traditional phone company. It allows you to use your telephone and broadband Internet connection to make and receive calls. Since calls route through the Internet, the costs are less and the rates are lower.
To learn more about The VoiceLine, read our Overview.

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Billing / Shipping

Monthly Calling Plans

Monthly calling plans allow you to use an unlimited amount of minutes and calls outside of your in-plan destinations will be deducted from your Reserve Funds. The VoiceLine is a pre-paid service, so you will not receive a bill. Each month, your credit card will be charged the price of the plan.

Pay-As-You-Go Calling Plans

If you do not want to participate in a monthly calling plan, The VoiceLine offers a pre-paid Pay-As-You-Go calling plan. Simply add funds to your account at any time. Your funds never expire as long as you make or receive at least 1 call every 120 days. Refer to our calling plans for complete pricing information.

Toll-Free Phone Numbers

You can have a U.S. or U.K. toll-free number with your The VoiceLine service on top of any unlimited plan for an additional $5.52 a month. This includes 100 minutes of inbound calls on the toll-free line. Any of these unused minutes do not rollover to the next month.

Hardware Purchase Process

The VoiceLine requires the use of the InnoMedia MTA 3328-2RE Internet Router, which can be purchased locally or from VoiceLine International Inc. VoiceLine International will ship the telephone adapter to most destinations worldwide. Contact sales@thevoiceline.com for pricing and shipping cost.

Credit Card Charges

If you have a monthly calling plan, keep in mind that your credit card will be automatically charged with the price of your plan, 7 days before the end of the current cycle. ALL CHARGES WILL APPEAR AS VoiceLine International Inc.

Shipping Destinations

Contact sales@thevoiceline.com for shipping destinations and cost.

Shipping Charges & Delivery Times
Orders within the contiguous United States are shipped via Ground delivery service and normally arrive within 3-5 business days. Your billing cycle will not start until you have completed your first call. The total charge on your credit card will be the price of the internet router + sales tax if applicable. Shipping to the Caribbean Islands will be Via FedEx or Liat QuickPak.

Hardware Refund Policy
Voice Line International Inc. accepts refunds for defective telephone adapters for a period of 45 days from date of purchase (30 days on purchases made in the U.S.). Contact the Voice Line International Inc. customer support team if you have a defective adapter.

Rollover Minutes
The The VoiceLine monthly minute plans do not include any rollover minutes. Any unused minutes at the end of a monthly cycle cannot be used for the next month.

Changing Calling Plans
If your calling needs have changed, you can choose a new calling plan without any additional fee. Your new plan will take effect at the beginning of the next cycle. You can change your plan in by contacting customer support.

Monthly Billing Cycle Details
With The VoiceLine you have the option to purchase a monthly calling plan. Your credit card will be charged automatically with the price of the plan upon the start of each monthly cycle. Your first billing cycle will not begin until you have made or received your first The VoiceLine call.

Auto-Recharge Option
Voice Line International Inc. offers you the ability to automatically recharge your Reserve Fund balance or your Pay-As-You-Go balance through our optional Auto-Recharge program. For example, you can choose to add $25 to your account when your balance drops below $10. Customers find this convenient because calls are never interrupted because of a low balance.

Adding Funds
Contact sales@thevoiceline.com for options available for you location.

Expiration Policy
Your Pay-As-You-Go funds or Reserve Fund will never expire as long as you make at least one paid call every 120 days. For example, if you make a paid call on January 1, your funds will not expire as long as you make at least one paid call before May 1. If you do not make a paid call in that 120-day period, any remaining funds in your account will expire.
Please note that 30 days after we expire your Pay-As-You-Go funds, your phone number may be reassigned to another customer.

Updating Billing Information

Contact sales@thevoiceline.com for More Information

Inbound Minutes Pricing
Rates vary depending on your calling plan:

International Rates
Rates vary depending on your calling plan.

Pricing of The VoiceLine Features
A monthly calling plan includes great features such as VoiceMail, call waiting, caller ID, call forwarding, and more -- all at no extra charge. If you choose a Pay-As-You-Go plan you can add VoiceMail for 99 cents a month. See our Features section for more information.

VoiceMail Pricing
A monthly calling plan includes VoiceMail at no extra charge. If you choose a Pay-As-You-Go plan you can add VoiceMail for 99 cents a month. See our Features section for more information.

Cancellation Policy
You can cancel your monthly plan at any time with no deactivation fee.  Please contact customer support if you would like to cancel your plan -- your current cycle at the time of the call will be your last cycle.
Please note that 30 days after your account is cancelled, your phone number may be reassigned to another customer.

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Installation / Troubleshooting

• No Dial Tone? Use This Troubleshooting Checklist
• LED Display on the InnoMedia MTA 3328-2RE
• Router Is Required to Use the InnoMedia MTA 3328-2RE
• Finding the IP Address Used By Your The VoiceLine Service

No Dial Tone? Use This Troubleshooting Checklist

After you set up the InnoMedia MTA 3328-2, you will not hear a dial tone for about one minute. The setup is complete when the “Run” LED is a steady green. You are now ready to make phone calls!

Do you hear a dial tone now? If not, try this…

Check that you have your device connected properly.

Do you hear a dial tone now? If not, try this…

Reboot by unplugging the power supply from the InnoMedia MTA 3328-2RE and then plugging it in again after waiting two minutes.

Do you hear a dial tone now? If not, try this…

Check the InnoMedia’s Internet connection to make sure that the device was able to obtain an IP address (pick up the telephone handset and dial ***1), and check that your broadband connection is functioning properly. If you hear “0.0.0.0” announced as the IP address, the InnoMedia Router did not get an IP address. If you have a computer connected to an other router and the computer also does not have an Internet connection, it is possible that your router is not functioning properly. Please contact the support department of the manufacturer of your router. If you do receive an Internet connection from your computer or if you do not have a computer to connect to your router then contact Voice Line International Inc.'s  customer support.

LED Display on the InnoMedia MTA 3328-2RE

On the top of the InnoMedia Router, there are seven (7) light-emitting diode (LED) lights that indicate the status of the device, your network, and your calls.

The following table describes each LED and what the different behaviors (blinking, steady light, off, etc.) mean:

Finding the IP Address Used By Your The VoiceLine Service

To find the IP address currently used by your The VoiceLine service, simply dial ***1.

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Calling

Traveling With The VoiceLine

Your The VoiceLine service can travel with you. When someone calls your The VoiceLine phone number, your phone rings wherever you have your telephone and adapter plugged into a broadband Internet connection -- whether you are at home or traveling somewhere else in the world. The person calling you will have exactly the same experience and they will be priced exactly the same by their phone company regardless of where you have your The VoiceLine service connected.

What You Need to Make Calls With The VoiceLine?

• A The VoiceLine account
• A broadband Internet connection (such as DSL, cable, T1, LAN, or WAN)

Note: Most broadband service providers use dynamic IP addressing, but if you have a static IP address, you will need to know your IP address, netmask, and gateway address. Your service provider can give you this information.

• An InnoMedia MTA 3328-2RE Internet Router (available for purchase when you sign up online)
• A router
• A telephone (Yes, you can use a cordless phone)

Using Service Codes

Service Codes are a series of numbers that you press on your telephone keypad to either use or manage a The VoiceLine feature. You can view all of the features and download a complete list of service codes.

Example of using a service code to use a feature

You can use the Call Return feature to call the number of your last incoming call automatically, without having to dial the number manually. The service code for this feature is *69. So you would dial *69 (after hearing a dial tone) and the phone number of the last incoming caller would be automatically dialed.

Example of using a service code to manage a feature

To enable an account balance announcement before all of your calls, simply wait for the dial tone, dial *02, and hang up. To turn off the account balance announcement before all of your calls, simply wait for the dial tone, dial *03, and hang up.

Using The VoiceLine Features

A monthly calling plan includes great features such as VoiceMail, call waiting, caller ID, call forwarding, and more -- all at no extra charge. If you choose a Pay-As-You-Go calling plan you can add VoiceMail for 99 cents a month. Refer to the Features section for details and complete instructions.

Online Feature Management

You have full control over your feature management at any time when you login to https://www.myaccountcenter.net/account/reseller/english/login.asp. From this easy-to-use online interface, you can manage settings for your Caller ID, Call Forwarding, VoiceMail, and more.

911 Service

The VoiceLine does not provide 911 service at this time.

411 Service

The VoiceLine does not provide 411 information services at this time.

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Glossary

Broadband

An Internet connection that is “always on” like a cable Internet service, DSL, LAN, etc. If you need to “dial up” to receive an Internet connection, then you do not have broadband.

Dial Plan

A dial plan allows you to place local and international calls using the dialing conventions with which you are familiar. Your dial plan was set when your account was created. All you need to do is dial as you normally would.

Firmware

Software that is embedded in a hardware device that allows reading and executing the software, but does not allow modification (e.g., writing or deleting data by the user).

InnoMedia MTA 3328-2RE

The Internet Router that is used with the The VoiceLine service to make calls.

LAN (Local Area Network)

A local computer network for communication between computers; especially a network connecting computers and other electronic office equipment to create a communication system between offices.

Minute Plan

A The VoiceLine pricing plan that provides you with a certain number of monthly minutes

Pay-As-You-Go

A prepaid The VoiceLine pricing plan. Simply add funds to your account at any time. Your funds never expire as long as you make or receive at least 1

call every 120 days.

Reserve Funds

You will need Reserve Funds if you would like to:

• Call locations outside of your plan
• Call after you have used all of your monthly minutes
• Receive inbound calls if you have a toll-free number
• Make inbound or outbound Pay-As-You-Go calls

Router

A device that determines the next network point to which a data packet should be forwarded toward its destination. A router is needed for the The VoiceLine service.

Service Codes

A series of numbers that you press on your telephone keypad to either use a The VoiceLine feature or to manage a The VoiceLine feature.

Service Language

The language of the prompts that you hear on your phone while using the The VoiceLine service.

VoIP

The abbreviation for Voice over Internet Protocol, which enables the transmission of phone calls over data networks.

WAN (Wide Area Network)

A computer network that spans a wider area than does a LAN (local area network).

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