Frequently Asked Questions (FAQ)
The Novero Platform™
- What is The Novero Platform™?
- How long will I need to wait for my new number to be working?
- If I delete my number from the Novero Platform™, what happens?
- Can I get a weekly report of how many calls been made on my number(s)?
- Can I get invoiced every three month instead once a month?
Call Services
- What is Single Call Routing?
- What is a Hunt Group Plan?
- How many numbers can I have in a Hunt Group?
- What's the cost for a Hunt Group?
- Can Fax to E-mail be received in different file formats?
- What is Time Based Call Routing?
- What is Temporary Call Routing?
- Can I route a Freephone number to another Freephone?
- Can I route a Freephone number to a Mobile?
- Can I route a NGN number to another NGN number?
- Can I have several NGN's routed to the same Landline?
- What is Simple Number Translation?
- What is Time of Day Routing?
- What is a Voice to Email Service?
- What is a Fax to Email Service?
- Can my Non Geographic Number be dialled from abroad?
Call Charges
- If I Top Up, when is the call credit added to my account?
- How do I Top Up?
- When are the call charges deducted from my call charge balance?
- What is the minimum Top Up amount?
- What is the Maximum Top Up amount?
- What is Call Credit?
- What is Call Charge Balance?
- How are call charges calculated?
- Is there a Call Connection charge?
- Is there a minimum call charge?
- What happens if my call charge balance reaches zero or a minus balance?
- Do I get warned that my call charge balance is getting low?
- Can I change the threshold amounts for email alerts?
- Can I Top Up automatically when I get low on Credit?
- How do I pay for a Top Up?
- Does my Call Charge Balance expire?
- Can my number stop working in "mid conversation" if my Call Charge Balance reaches zero?
VoIP
- What is VoIP?
- What is a SIP address?
- What is a H.323 address?
- What is a IAX2 address?
- What is Inbound Numbering Service to IAX Address?
- What is Inbound Numbering Service to SIP Address?
- What is Inbound Numbering Service to H.323 Address?
- What is DTMF?
- Can I choose the type of DTMF signalling?
Price
- If I want to start a Premium Rate (09) service, is there a deposit fee?
- Why do I need to make a deposit on a Freephone number?
- Does my Account Balance Show the VAT Amount?
Misc
- If I want to set up an IVR script, can I use my own recordings?
- Why am I not receviving fax / voice to email messages?
- What is 3D Secure Authentication?
The Novero Platform™
What is The Novero Platform™
The Novero Platform™ is a Web based Control Panel which allows our Customers to have Total Control of their Numbers and Call Services in Real-Time.
When you are Logged In to The Novero Platform™, you are Connected Directly to our Network and Switches, so any Changes or Actions you perform are in Real-Time and are reflected Immediately across the UK Public Telephone Network.
All of our Customers get free access to The Novero Platform™, some of the tasks you can do are:
- Allocate and Activate Numbers
- Set Up, Suspend or Stop Call Services
- Set Up Hunt Groups
- Make Unlimited Changes to Call Routing settings
- View Real-Time Call Statistics on Numbers
- Monitor Services 24 Hours a Day, every Day of the Year
- Change Account Details
If you order a Number online via our Web site then the Number will be up and running immediately. Equally, any changes made via the Novero Platform™, either to the number routing, or to the service associated with your number are activated immediately, giving you instant access and complete control over your numbers and services.
If I delete my number from the Novero Platform™, what happens?If you delete a Number in the Novero Platform™ you will be asked to confirm that you really want the Number deleted from you account, if you do type in YES, then the Number will be returned to our Database ready for someone else to use.
Can I get a weekly report of how many calls been made on my number(s)Yes, you can go into The Novero Platform™ and look at the Call Statistics for a specific number. TTNC provides Real-Time Call Statistics (updated every 15 second). There's an option to download CDR data in a CSV file so you can look at it in Excel .
Can I get invoiced every month for my call charges?No. For call charges you need to use the Top-Up Balance system on The Novero Platform™.
Call Services
What is Single Call Routing?Route Inbound Calls to a Single Number
What is a Hunt Group Plan?If the Number is Busy or Unanswered, the Call can be diverted to up to 3 different destinations including a Voice to Email service.
How many numbers can I have in a Hunt Group?As default you can have 3 destinations in a Hunt Group. If you want more, we can configure your Number to Route to up to 10 different destinations including Mobile and International phone numbers.
What's the cost for a Hunt Group?When you buy a number you have the ability to use the default Hunt Group with 3 destinations. If you want more destinations, there's a set up charge of £9.95 and a yearly charge of £99.95.
Can Fax to E-mail be received in different file formats?Yes - TIFF or PDF. The default format is TIFF. If you want PDF, there's a cost of £10 per year.
What is Time Based Call Routing?Calls can be Routed to different Numbers depending on the Time. Many customers use this Plan to Route their Calls to Mobile Numbers when their Businesses are Closed. Hunt Group Plans can also be used.
What is Temporary Call Routing?The Call Routing of a Number can be Temporarily Changed so it overwrites an Active Call Routing Plan. The Original Routing Plan can be activated again by simply turning off the Temporary Call Routing service.
Can I route a Freephone number to another Freephone?Yes, you can Route any type of Number to any Destination, Call Charges may apply. To Route your Freephone Number to a Freephone Number will cost you 3.5 Pence per Minute.
Can I route a Freephone number to a Mobile?Yes you can, please see our 0800 Numbers Page for our latest pricing for Freephone Call Charges. You will need to add Call Credit to your Account using the Novero Platform™.
Can I route a NGN number to another NGN number?Yes you can, you will need to add Call Credit to your Account using the Novero Platform™ and ask sales@ttnc.co.uk for the latest pricing.
Can I have several NGN's routed to the same Landline?Yes, there is no limit.
What is Simple Number Translation?Simple Number Translation is straightforward redirection. Your Non Geographic Number is simply mapped to another number. All calls to your NGN are directed to the number you specify, known as the terminating number. No changes are made to your terminating number, which will continue to work in exactly the same way as always.
What is Time of Day Routing?Time of Day Routing - your Non Geographic Number may be set to direct calls to different terminating numbers depending upon the time of day or day of week. This is particularly useful for businesses which require calls to be routed to one location during office hours and to another location in the evenings and weekends.
What is a Voice to Email Service?Voice to Email allows you to set up your own virtual answerphone which will record your messages and email them immediately to an address of your choice. Attachments are saved as WAV files so that they can be listened to and stored on your desktop computer or laptop - wherever you are. There is no cost for delivery of voice mail messages.
For information on how to replace the default greeting with your own message, please contact support@ttnc.co.uk
Please ensure you enter a valid email address.
Please note that you can update the email address to which your Voice Mail is delivered at any time and as frequently as you like via The Novero Platform™. There is no cost associated with making changes to number routing.
What is a Fax to Email Service?Fax to Email - A fax sent to your Non Geographic Number is instantly converted into an image (multi-page in TIFF-format), attached to an email message and delivered to an address of your choice. You may receive as many faxes as you like. There is no charge for delivery of fax messages.
Please ensure you enter a valid email address.
Please note that you can update the email address to which your Voice Mail is delivered at any time and as frequently as you like via The Novero Platform™. There is no cost associated with making changes to number routing.
Can my Non Geographic Number be dialled from abroad?If you receive calls from abroad, we would advise you to select an 0870 or 0845 number rather than an 0844 or 0871 number. To dial an 0870 or 0845 number from abroad, simply omit the leading zero after the country code for the UK - ie +44 870 or +44 845.
Call Charges
If I Top Up, when is the call credit added to my account?The Top Up is credited to your account immediately, although it may take a few minutes to display in your account.
How do I Top Up?On the Novero Platform there is a link called "Top up Account", click on this link and then select the amount of money you want to Top Up by and then complete the order. Alternatively, you can call us on 0800 468 1000 or 020 3151 1000 between 9 AM to 5 PM Monday to Friday.
When are the call charges deducted from my call charge balance?The charge for routing the call will be deducted from your call charge balance once the caller hangs up.
What is the minimum Top Up amount?The Minimum Top Up amount is £25 + VAT
What is the Maximum Top Up amount?The Maximum Top up is £1,000 + VAT. If you wish to add more than £1,000, then this can be done by calling us on 0800 468 1000 or 020 3151 1000 or by emailing support@ttnc.co.uk
What is Call Credit?Call Credit is the amount of money in your account that is used if the routing of your number incurs call charges. TTNC operates a Pay As You Go service. For more information, please see the web page about our Pay As You Go system at - http://www.ttnc.co.uk/numbers/pay-as-you-go.do
What is Call Charge Balance?Call Charge Balance is the current amount of Call Credit in your account, you will see the Call Charge Balance reducing as and when you receive calls (if your number is incurring call routing charges).
How are call charges calculated?Our call charges are calculated on a per second basis rounded up to the nearest second, unlike most other operators who round up to the nearest minute.
Is there a Call Connection charge?No, there is not a Call Connection charge.
Is there a minimum call charge?No, there is no minimum call charge, all calls are charged on a per second basis.
What happens if my call charge balance reaches zero or a minus balance?If your Call Charge Balance reaches zero or a minus balance than all the cost incurring numbers in your account will be suspended until you Top Up, you will also be sent an email to let you know that your number/s have been suspended.
Do I get warned that my call charge balance is getting low?TTNC sends out Email Alerts when a customer's Call Charge Balance reaches certain amounts which we call 'Thresholds'. By default, Email Alerts are sent when the Call Charge Balance in an account reaches £15.00, then again at £10.00 and then again at £5.00.
After the third Email Alert has been sent out, 3 Emails per day will be sent if there is any further reduction to the Call Charge Balance.
Can I change the threshold amounts for email alerts?Yes you can. If you would like to increase the amount of the Thresholds or need the Email Alerts to be sent to more than one email address, please email support@ttnc.co.uk
Can I Top Up automatically when I get low on Credit?Not at this time.
How do I pay for a Top Up?You can pay by Credit or Debit card, alternatively you can make a transfer to our bank account, please ensure you let us know when making a bank transfer so we can allocate the funds to your account.
Does my Call Charge Balance expire?No, our Call Charge Balance does not expire.
Can my number stop working in "mid conversation" if my Call Charge Balance reaches zero?No - we will let your account go into a minus balance in this situation, but as soon as the caller hangs up your number/s will be suspended until you Top Up.
VoIP
What is VoIP?VoIP stands for Voice over Internet Protocol and allows you to make telephone calls using the Internet or other computer networks. VoIP converts the voice signal from your telephone into a digital signal that travels over the internet then converts it back at the other end so you can speak to anyone with a regular Telephone.
What is a SIP addressSIP stands for 'The Session Initiation Protocol' and is an application-layer control (signalling) protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences.
It is widely used as signalling protocol for Voice over IP, along with H.323 and others. SIP is addressing neutral, with addresses expressed as URL/URL's of various types, such as H.323 address, E.164 telephone numbers or email like addresses.
What is a H.323 address?H.323 is an umbrella recommendation from the ITU-T, that defines the protocols to provide audio-visual communication sessions on any packet network.
It is currently implemented by various Internet real-time applications such as NetMeeting and Ekiga (the latter using the OpenH323 implementation). It is a part of the H.32x series of protocols which also address communications over ISDN, PSTN or SS7. H.323 is commonly used in Voice over IP (VoIP, Internet Telephony, or IP Telephony) and IP-based videoconferencing. Its purpose is thus similar to that of the Session Initiation Protocol.
What is a IAX2 address?IAX is the Inter-Asterisk eXchange protocol used by Asterisk, an open source PBX server from Digium. It is used to enable VoIP connections between Asterisk servers, and between servers and clients that also use the IAX protocol.
IAX now most commonly refers to IAX2, the second version of the IAX protocol. The original IAX protocol has been deprecated almost universally in favour of IAX2.
What is Inbound Numbering Service to IAX Address?Use a Number to Terminate to an Asterisk Server so PSTN and Mobile Callers will be able to Call you.
What is Inbound Numbering Service to SIP Address?Number Terminates to a SIP Phone/Address so PSTN and Mobile Callers will be able to Call you.
What is Inbound Numbering Service to H.323 Address?Virtual Chat Service.
What is DTMF?DTMF stands for Dual Tone Multi Frequency and is used for telephone signalling over the line in the voice-frequency band to the call switching centre. The version of DTMF used for telephone tone dialling is known by the trademarked term Touch-Tone, and is standardised by ITU-T Recommendation Q.23. Other multi-frequency systems are used for signalling internal to the telephone network.
Can I choose the type of DTMF signalling?Yes, you can select whether to Route Calls with RFC2833 DTMF Signalling or Inband DTMF in the Novero Platform. When you set up Call Routing to a SIP Address just either RFC2833 or Inband DTMF.
Price
If I want to start a Premium Rate (09) service, is there a deposit fee?It depends on the type of Premium Rate Service you want to operate, some 'Live' services do require a deposit which is taken by Icstis (the UK Premium Rate Regulator). Please check the Icstis Web site for further information at www.icstis.org.uk
Do I need to make a deposit to use a Freephone number?No, but you will need to add Call Credit to your Account using the Novero Platform™ in order to Route Calls and a Destination. Please see our 0800 Numbers Page for our latest pricing for Freephone Call Charges.
Does my Account Balance Show the VAT Amount?Yes it does. For instance, if you purchase £25 worth of Call Credit you will see a Call Credit Balance of £29.38, this amount is £25 + the £4.38 VAT amount. We display the VAT amount in the Call Credit Balance as the Call Charges are Calculated with VAT included.
Misc
If I want to set up an IVR script, can I use my own recordings?Yes, you can. Please contact support@ttnc.co.uk for file specifications.
Why am I not receviving fax/voice to email messages?The most common reason for not receiving fax/voice to email messages is due to spam filters. Please ensure thet your email account is configured to receive mail from Fax To Email (noreply@noveroplatform.com) or Voice To Email (noreply@ttnc.co.uk).
We have tried to answer the most commonly asked questions above.
If you have a question that you cannot find the answer to in our FAQ or in our Web site, then please email support@ttnc.co.uk with your question(s) and we will respond within 1 working day.
We will not publish all questions and answers in our FAQ section, only ones which we deem to be useful.