1. What is Matallo VoIP Device?
Matallo VOIP Device is a new way to make international calls at local rates. We enable broadband customers to make voice calls over the Internet to any PSTN (land line number) outside India.

Voice over Internet Protocol (VoIP) uses Internet Protocol (IP) to route voice packets over an IP network. By using VoIP, voice can be transmitted across any type of IP network such as the Internet, an intranet, or a LAN. Simply speaking, VoIP is a simple and inexpensive way to make and receive phone calls using your Internet connection rather than your standard phone line. And the other end sounds like a regular phone call.

2. What do I require to use Matallo VoIP Device?
To use our Matallo VoIP services you have to be a broadband customer and require sufficient balance in your Matallo account to make international calls. You can dial Matallo Accounts from your landline on 23232200 Ext: 121, 130 and your account will be recharged. Please note recharges are done only between 9:30-17:30 weekdays and 9:30-13:00 Saturday.
Broadband provides a continuous high-speed connection to the Internet for high-quality voice transmissions.

4. Why are Matallo rates as low as Rupee 1.00 per minute?
In conventional telephony, your voice is transmitted through expensive dedicated equipment of telephone companies where as in Matallo your voice is converted into data packets and sent over the Internet, this eliminates the need for expensive and cumbersome equipment and hence provides low cost telephony to you.

5. I already have a VoIP phone with me. Can I use it with your Matallo service? What is SIP?
Our Matallo infrastructure is based on the SIP protocol. Hence if the device you have purchased is SIP compliant there is a good possibility that it will work with Matallo VoIP.
SIP protocol is the most advanced VoIP protocol in use today. SIP is used to establish, maintain, and terminate multimedia sessions including telephony and video. You only need one SIP address to work with any SIP-enabled device such as IP phones, mobile phones, PDA's, computers, and so on.

6. Can I use a normal Telephone to make a call using Matallo VoIP Services?
If you have purchased a Smartlinx/HT-286 VoIP Telephone Adapter from Matallo, then you can plug in a normal phone into it and use the phone to make international calls.

7. Can I call Countries other than USA / Canada / Middle East using Matallo VoIP Services?
Yes, you can call other countries too however, the call rates to other countries may vary. For exhaustive price list of all countries, visit http://www.matallo.com/rates.htm

8. Is there a possibility of a cross connection or some one else hearing my conversation?
Unlike conventional analog telephony, in Matallo VoIP service your voice is digitized into data packets. Because your voice travels digitally, there is no possibility of a cross connection or others snooping on your call.

9. What will happen if I exhaust my talk time in the middle of a conversation?
How can I recharge my account? In such a case, your call will be dropped. You can dial Matallo Accounts from your landline on 23232200 Ext: 121, 130 and your account will be recharged. Please note recharges are done only between 9:30-17:30 weekdays and 9:30-13:00 Saturday.

10. What is the minimum denomination of your Matallo VoIP Service coupon?
Matallo coupons are now available in denominations of Rs.500/-

11. Will Matallo VoIP Service calls consume my bandwidth usage?
If yes, how many MB's are consumed? Matallo VoIP Service converts your voice into data packets using a program called a CoDec (coder-decoder). This program compresses your voice into a 16 kbps data stream, which means your voice call will consume approximately 7 MB/hour.

12. Can I carry forward my unused talk time?
Yes. We allow the customer to carry forward the unused talk time provided the account is recharged within 90 days. Failure to do so, the total unused amount will get lapsed.

13. How much do I save with Matallo service?
A call to the US or Canada or UK will cost you just Re.1.00/- per minute which is a fraction of the amount charged by conventional ISD.

14. Can I browse the net while I'm on a Matallo VOIP Service?
Yes, you can browse the net while you are on a voice call but you may notice drop in browsing speeds, as the voice call will use a part of our bandwidth.

15. Why does a Matallo VOIP call to a cell phone cost more than that to a land line?
Cell phone tariffs to certain countries are based on various conditions, say "Calling party pays". Hence the caller has to bear the talk time for the cell phone user too. Hence the cost is more.

16. Is VOIP more reliable than PSTN (ordinary ISD land line)?
VOIP is much more reliable than an ordinary land line because of the structure of the Internet. If a particular link is down, your voice is sent through another available link unlike conventional telephony.

17. Can I use a cordless phone with a VOIP device?
Yes you can use a cordless phone with a Matallo VOIP device. 18. How do I obtain a fancy number for DID? Sorry, we do not provide fancy numbers.

18. How do I obtain a fancy number for DID?
Sorry, we do not provide fancy numbers.

1. How do I dial an international phone number?
Dial 00 + Country Code + City/Mobile Code + Number Call any telephone number in the world at discounted rates. The rate you are charged depends on the destination number you call. To use this service, you must have a balance in your account.

2. How do I dial a Matallo phone number?
Dial 0 + City Code + Number

3. Can I change my Matallo number?
No, you cannot change your Matallo number. If you want a different number, you need to install another account. For any enquiries, contact your personal Sales Agent.

4. How do I change my profile or password or email address?
Go to www.matallo.com and click the Accounts login link. Enter your username and password to access your account and make necessary changes.

5. I want to use an IP phone along with my PC, but it is not working?
Only select models of Matallo phones and adaptors allow you to use the IP phone and PC simultaneously. MT200 IP phone and Smartlinx adaptor (ATA) support this feature only.

6. I want to use my IP phone without connecting to PC?
You can achieve this by using any model of Matallo phone or adaptor.

7. My IP phone display shows 'No IP'? On the left corner, a black icon is also blinking?
Check cables and power supply of the IP phone are correctly inserted into the sockets. Ensure that your internet connection is properly established. Once completed, the black icon should not blink and the IP address recognized. If you need any assistance, contact Matallo Support.

8. The leftmost LED on my adaptor is Red/Orange and blinking?
If you are a Smartlinx adaptor (ATA) user, ensure that your phone line is properly connected and internet connection is properly established. Users should also ensure the hardware is properly registered and currently online. Once completed, the leftmost LED should not glow and you can check for a dial tone. If you need any assistance, contact Matallo Support.

9. My IP phone is not registering. What should I do?
Some Internet Service Providers (ISP's) block SIP port 5060. Contact the ISP Customer Care to change your SIP port setting.

10. My IP phone is not registering even though the required ports are open on my Local Area Network (LAN). What should I do?
Make sure your connection to the Internet is working properly. Open your computer's browser and try to connect to a few websites. If you are able to reach a few websites, then your Internet connection is working properly. If you are unable to connect to any websites, try connecting your computer directly to your modem. If you still cannot browse the Internet, then there is most likely a problem with your Internet connectivity. Contact your Internet Service Provider (ISP). If the problem still persists, contact Matallo Support.

11. The called party is hearing a "choppy" voice (poor voice clarity) but I can hear him/her clearly. What should I do?
For quality audio, ensure that you are not file sharing, emailing, or performing large downloads or uploads while you are placing VoIP calls because these activities consume a lot of bandwidth and will leave very little bandwidth for your VoIP calls. If this is not the case, then choppy voice results from congestion / choking of bandwidth. Contact your Internet Service Provider (ISP) to increase your upload bandwidth and try again. If the problem still persists, contact Matallo Support.

12. Can I receive calls while I am away from my IP phone?
Yes. We provide you with a 'Unified Messaging' service such that an incoming call, not answered within 30s (default), is diverted to your voice answering system.

13. How do I access my voice messages?
From your IP phone, dial *98 to hear your voice messages

14. I cannot hear my voice messages. What do I do?
Contact Matallo Support and your voice answering system will be setup within few minutes at absolutely ZERO cost.

15. On dialing *98, I hear an Interactive Voice Response (IVR). However when I press a specific key to enter an option, the action is not triggered. Instead, the IVR plays again?
This happens when DTMF (Dual Tone Multi Frequency) is not enabled on the IP phone (or adaptor). Enter your IP phone configuration using a web interface and enable the DTMF setting to RTP. In case of any assistance, contact Matallo Support.

16. I hear an Interactive Voice Response (IVR) that asks me to press a specific key to choose an option but the action is not triggered. Instead, the IVR plays again?
This happens when DTMF (Dual Tone Multi Frequency) is not enabled on the IP phone or adaptor. Enter your IP phone (or adaptor) configuration using a web interface and enable the DTMF setting either to SIP or RTP. In case of any assistance, contact Matallo Support.

17. How do I setup 3-way calling/conferencing?
Dial a number and press Flash/Hold. On getting a dial tone, dial another number and press Flash/Conference. This will setup 3-way calling/conferencing. In case of any assistance, contact Matallo Support.

18. When I dial a number, it gives a message "this call is not covered by your tariff plan". What do I do?
Dial a number in the same format as you would dial from a landline or telephone. For example, to call 1-818-466-5089 (USA), dial 0018184665089.

19. When I dial a number, it gives a message "this account is no longer active". What do I do?
Your account has reached the end of its life cycle. To maintain the integrity of our system, every account is assigned a life cycle of 3 months. Contact Matallo Support to renew your account.

20. When I dial a number, it gives a message "your account balance is insufficient to place your call to that destination". What do I do?
Your account balance has reached zero balance or has insufficient funds. Contact Matallo Accounts from your landline on 23232200 Ext: 121, 130 and your account will be recharged very soon. Please be advised recharges are done only between 9:30-17:30 weekdays and 9:30-13:00 Saturday.

21. When I dial a number, it gives a message "your account is already in use". What do I do?
This happens when after a conversation, the handset was not replaced correctly and the call is still connected. Replace the handset on the IP phone correctly and wait for 5-10 seconds. On hearing a dial tone, dial again. If the problem still persists, contact Matallo Support.

22. I am using an ATA/adaptor to send fax but it is not working. What do I do?
This happens when T.38 (fax protocol) is not enabled on the IP phone or adaptor. Enter your IP phone (or adaptor) configuration using a web interface and enable T.38 setting. In case of any assistance, contact Matallo Support.

23. On using Matallo softphone, I hear echo during my calls?
You may hear an echo if you are using the speakers on your PC and a microphone. The sound comes out of your speakers and goes back into your microphone causing the echo. To remove the echo, try turning down the volume on your speakers or try using a headset instead of your PC's speakers.

24. I have shifted my IP phone and it is not working. What do I do?
Contact Matallo Support to send a Field Support Executive (FSE) to change the configuration of your IP phone.

25. What happens if the power goes out?
Unless you have a battery backup unit, your IP phone will not work if the power goes out.

26. Will my Matallo phone work with a dial-up connection?
Yes, your IP phone works with dial-up connection however most of the ISP's do not provide the committed bandwidth and the voice quality is poor. It is strongly recommended to use at least 128 Mbps bandwidth, broadband high-speed connection.

27. Why can't I receive any incoming calls?
To receive incoming calls, ensure that your IP phone is registered. Check the power and internet cables are correctly inserted into the sockets.

28. I don't hear a dial tone. What do I do?
If you are a Smartlinx ATA user, ensure that the cables are properly connected and internet connection is properly established. Users should also ensure the IP Phone is registered and currently online. If you need any assistance, contact Matallo Support.

29. What is required to use Matallo softphone Service?
You need a computer connected to the Internet with the Matallo softphone installed or a SIP-enabled device connected to the Internet and configured with your Matallo account. Hardware Requirements: Pentium 100 MHz or higher; 16 Mb RAM; Windows-compatible full-duplex sound card; Internet connection of 128Kbps or faster; and microphone and speakers (headset/handset recommended). Supported Operating Systems is Microsoft Windows 2000 or XP.

30. How do I report a service issue to you? / How can I contact Matallo Support?
For problems using your Matallo phone or with your account, you can reach Matallo Support 24*7 hours using IP phone directly on 04088247365. Or dial (040) 23232200 Ext: 136, 137 OR (040) 23234010 OR (040) 23234011 from your normal landline/telephone.

If you are experiencing problems with your Internet account, contact your local Internet Service Provider (ISP).

31. Why should you choose our service over others? Is our VoIP service cheaper than the others?
The Matallo VoIP service is delivered via a high-quality and high-speed fiber optic network architecture that is designed to provide a more secure and reliable experience. It works on broadband Internet connection, and strives to provide the best security, privacy, and quality of experience from any Internet telephony provider today. Matallo VoIP service is competitively priced and is considerably cheaper than most other vendors.

32. When I press '#' key, it is accepted as '1'. For example, when I try to enter into a conference using password 4444#, my password is accepted as 44441. Why is this?
Some times, DTMF feature is not enabled on the IP device. Contact Matallo Support to enable DTMF (via RFC) on your device, this should resolve the issue.

1. How can I check my Matallo talk time balance?
Dial *11 from the Matallo phone to hear your account balance.

2.How can I view my account details like call records (CDR), messages, etc.?
Go to our website www.matallo.com and click on 'Account Login' icon at top of the page. Enter your username and password to access account details such as Change Password, Account Info, Messages, CDR Browser and Recharge using Voucher.

3. Do incoming calls count against my minutes or the balance in my account?
No, incoming calls do not count against your minutes or the balance in your account.

4. I am not able to make outgoing calls and my account balance is zero. How do I recharge it?
You can dial Matallo Accounts from your landline on 23232200 Ext: 121, 130 and your account will be recharged. Please note recharges are done only between 9:30-17:30 weekdays and 9:30-13:00 Saturday.

5. Are there any restrictions on how long or what characters I can use for my username and password?
Usernames and passwords should be at least 6 characters and not more than 20 characters long. They both should be a combination of capital and lowercase letters and numbers because these combinations are hard to break. No special characters are allowed. Both username and password are case sensitive.

6. What type of security do you have for credit card transactions?
We are working to support credit card transactions and all related security issues. To discuss further, please contact Matallo Support.