Help Center

Check below for answers to our most frequently asked questions.

• Do you support faxing?
  • Although we use premium carriers that support T.38 (fax) protocol, fax transmissions are very sensitive to any jitter, latency or packet loss that may occur anywhere from the carrier gateway along the internet or even within your network prior to reaching the fax machine. For that reason, we sell a dedicated fax service for traditional fax machines or an email to fax/fax to email service that is very reliable.
• What is Baum's Act?
  • RAY BAUM's Act emphasizes the importance of sharing precise location information when calling 911, which is invaluable to first responders in locating callers and can drastically increase the potential for better emergency outcomes. Section 506 of the RAY BAUMs Act requires the FCC to consider adopting rules to ensure that a 911 caller's dispatchable location is properly conveyed with the call, regardless of the technological platform used. "Dispatchable location" is defined as "the street address of the calling party, and additional information such as room number, floor number, or similar information necessary to adequately identify the location of the calling party
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• What is Kari's Law?
  • Kari's Law applies to multi-line telephone systems (MLTS), which are often used by office buildings, campuses, and hotels. Kari's Law requires MLTS to allow users to dial 911 directly without requiring that they dial a prefix to reach an outside line. In addition, MLTS must provide a notification to a security office or front desk when a 911 call is made.
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• What is SIP?
  • Session Initiation Protocol (SIP) is a signaling protocol used for initiating, maintaining and terminating real-time sessions that include voice and other applications. SIP establishes the pathway for the traffic as well as characteristics of the call such as protocols, caller ID information and the like.
• How is SIP different from VoIP?
  • Voice over Inernet Protocol is the protocol used to communicate the actual voice packets over the Internet where SIP initiates, maintains and terminates the call. In other words, SIP sets the agreed upon parameters for the VoIP call. As such, SIP is very fast, flexible and extensible; capable of processing hundreds of thousands of calls per second successfully.
• What makes you reliable?
  • We have multiple geographically diverse data centers each with two complete and separate SIP Server stacks for 100% redundancy within each data center as well as 100% redundancy between data centers. In addition, we have a highly available cloud based coordinator that ensures all call information stays synced between paired data centers guaranteeing continuity in the event of a catastrophic data center failure. Each customer is assigned two paired data centers to ensure maximum uptime and reliability.
• What software do you use?
  • We use the latest stable version of OpenSIPs in order to have the fastest, most reliable and efficient SIP processing solution specifically and exclusively designed for SIP communications.
• What is number porting?
  • Phone number porting is transferring your existing phone number from your current provider to SIP Made Easy.
• Is there a charge to port my number?
  • Yes, there is a one time fee per number. The cost per number drops if twenty or more numbers are being ported at the same time.
• What is a Letter of Authorization (LOA)?
  • An LOA is a formal request to your existing carrier to allow your numbers to be ported. It's required by all carriers and must be signed by a person authorized to make changes to that account.
• Why do I need to send you copies of my phone bill?
  • Some carriers require a copy of the most recent phone bill when the information provided on the LOA has been rejected by the losing carrier. It is a good first step to try before requesting a Customer Service Record (CSR) from the losing carrier.
• How long will it take to port all my number(s)?
  • Typically, 10 days from when we receive your all of your documents. Delays can be caused by:

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    1. Pending orders on your current service including feature changes.

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    2. Pending charges or account not in good standing.

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    3. Incorrect or incomplete information on the LOA or outdated information on the phone bill.

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    4. Port requests are submitted by billing telephone number (BTN). If your port includes numbers from more than one BTN, or there is a toll free number request, we will try to port over all numbers on the same day, however, sometimes a conflict with one BTN will cause a delay for the associated numbers.
• What if I want to port numbers from multiple phone companies?
  • Send a separate LOA and copy of most recent bill for each carrier. As with multiple BTN’s, we will try to move all numbers on the same day, however, it is even more difficult to coordinate same day porting with multiple phone companies.
• How do I check the status of my ports?
  • You will receive email updates every step of the way via our ticketing system with links to our website where you can check the status. Please make sure to include all relevant parties to a port request in an email so they can be added to the port request ticket. Updates to look for during the porting process include:

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    1. Submission of Request

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    2. Port is in “Jeopardy” status, along with the information needed to be corrected

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    3. Port Confirmation and confirmation date

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    4. On Net test of phone number the day prior to porting to ensure call routes established.

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    5. Port has been completed and test call made.
• Do I have to keep paying for my current service during the porting process?
  • SIP Made Easy cannot port a number if the service has been cancelled or disconnected.
• Can I use my SIP Made Easy service while my numbers are being ported?
  • Yes, absolutely! You will be given a temporary number when you sign up. You can put a "Call Forward Always" or "Remote Call Forward" on your number while it is with your current carrier until it ports. That will allow you to receive incoming calls from day one and you can always use your SIP Made Easy for outbound service.
• What about my fax number?
  • Although we use premium carriers that support T.38 (fax) protocol, fax transmissions are very sensitive to any jitter, latency or packet loss that may occur anywhere from the carrier gateway along the internet or even within your network prior to reaching the fax machine. For that reason, we sell Fax 4K for traditional fax machines or an Online Email Fax service that is very reliable.
• What about alarm lines and elevator lines?
  • Those types of lines may require specialized equipment that may not be compatible with VoIP. Please check with your equipment manufacturers prior to porting over the numbers for those lines.