Question :
What is SIPnature?
Answer :
SIPnature is an easy to use and feature-rich Softphone which allows you to access data, voice and multimedia service from a single interface for richer online meetings with friends, family, colleagues or customers.
Question :
How does SIPnature work?
Answer :
SIPnature converts phone conversations into packets of data and transmits them over the Internet to the person you want to call. To enjoy FREE call, both ends must installed with SIPnature soft phone. To call to mobile or other fixed line number, there is an option to subscribe to our prepaid service.
Question :
Where can I get SIPnature?
Answer :
SIPnature softphone can be installed from the bundled CD which has pre-generated user ID and password.
Question :
How can I get started with SIPnature?
Answer :
You can make and receive calls from SIPnature softphone with your new user ID and password.
Question :
What shall I do if I forgot my password?
Answer :
To retrieve your password, visit https://selfcare.sipnature.com. On Selfcare login page, click on the link "Forgot your password". By entering a valid user ID and Email Address, your password will be emailed to the email address you provided.
Question :
Will anyone will be able to call my SIPnature number?
Answer :
You can make and receive calls from SIPnature member just like you would with traditional telephone service – anyone can call you from anywhere. With SIPnature services, you can also make calls to other non-SIPnature member.
To receive calls from non-SIPnature member, you must subscribe to SIPnature DID number service.
Question :
What services are available in SIPnature? Are they free?
Answer :
The following are services provided in SIPnature.
Note : Services marked with (*) are value added services that is available for subscription.
• Free PC to PC phone call and instant messaging
• Free Voice Mail
• Free Caller ID
• Free Video Calling (webcam is required)
• Free Application Sharing and File Transfer
• Free Whiteboarding
• Free Call Forward
(*)• Call out to regular phones worldwide at special discounted rates.
(*)• Receive calls from any regular phones by subscribing to our imbedded phone number (DID).
(*) – paid service
Question :
As a SIPnature user, will I be able to make calls to non-SIPnature user?
Answer :
Yes, you can make outgoing calls to non-SIPnature user provided that you have sufficient prepaid credit in your account.
Question :
How do I find out which International Country I can call and their call rates?
Answer :
For a complete list of International rates and countries, please login to SelfCare page from http://www.sipnature.com
Question :
How do I make Local and Domestic Long Distance calls from my SIPnature phone?
Answer :
To place a call, simply dial +6 or 006 and then area code followed by the phone number of the person you are calling.
Example:-
(+6) or (006) + Area Code + Phone Number
1) To call a fixed line in Kuala Lumpur, Malaysia:-
Area code is 03 and phone number is 9764563
User dial :- +6039764563 or 006039764563
2) To call Maxis mobile in Malaysia:-
Mobile operator code is 012 and phone number is 9764563,
User dial :- +60129764563 or 0060129764563
Question :
How do I place International Calls?
Answer :
To place an International Call, dial + or 00 and then the Country Code + Area Code + Telephone Number of the person you are calling.
(+) or (00) + Country Code + Area Code + Phone Number
Example:
1) To call fixed line in Melbourne, Australia:-
Country code is 61, area code for Melbourne is 03 and phone number is 3229873,
User dial : +61333229873 or 0061333229873
2) To call fixed line in Beijing, China:-
Country Code is 86, area code for Beijing is 10, phone number 68412211
User dial : +861068412211 or 00861068412211
Question :
Will I be able to call toll free numbers like 1300, 1800, 600 from SIPnature?
Answer :
No, all 1300, 1800 and 600 numbers will be blocked from the service.
Question :
How do I check if I have Voice Mail messages?
Answer :
Voice Mail messages will be forwarded to your registered email address or you may dial "123" from SIPnature.
Question :
How can I contact SIPnature Customer Service?
Answer :
To speak to our customer service representative directly at no charge, click at WebTalk icon located at our website, http://www.sipnature.com.
Alternatively, you can send an email to support@sipnature.com.
Question :
How do I cancel SIPnature?
Answer :
If you wish to cancel your account with SIPnature, simply send an email to support@sipnature.com and advice us of your user ID and the reason you wish to cancel. We will remove your user account from our database.
You can also remove SIPnature at any time from your computer by going to add / remove programs in Control Panel.
Question :
If my SIPnature contacts are not online, can I leave messages for them?
Answer :
Yes, you can leave messages in the form of voicemail. Once your contacts get online, they will be able to retrieve your voicemail and then respond to you.
Question :
Where is my password stored?
Answer :
Your password is stored on SIPnature servers and are encrypted for your security.
Question :
Where can I make calls if I’m out from my home?
Answer :
You can access SIPnature at places that have the internet access or any HotSpot located either in Cyber Café, Starbuck Café, Coffee Bean Café, Mamak Café and etc. Just look for the Hotspots sign.
Question :
What happens if I fail to top up my SIPnature account balance and the balance is “zero”?
Answer :
When your account balance reaches “zero” or below the minimum credit required, you will find that you will not be able to make outgoing calls. The minimum credit required depends on the destination you wish to call.
However, you will still be able to receive calls. You will need to top up to continue making calls.
Question :
Will SIPnature tell me when my account balance is low?
Answer :
You can view your account balance from your SIPnature softphone.
Hint: Bottom left corner.
Question :
What happens if I still have a balance of RM20 but have failed to top up within the required 90-day Active period ?
Answer :
Each user is given a 90 days Active period upon every credit top up. Once the Active period is over, you will not able to make any outgoing calls even though there are available credit balance. You are given another 90 days grace period to top up your account. Once top up, the top up amount will be added to your available credit balance. If there are no top up activity during the grace period, the Account is considered expired and will be automatically terminated.
Question :
What happens if I do not top up within the account Active Period?
Answer :
Your account will be suspended if you do not top up within the 90 days Account Active Period. When your account is being suspended you will only be able to receive calls. Outgoing calls cannot be made until you top up the account again.
Note : You should top up before your account suspension date to avoid any service interruption.
Question :
What happens if I top up after the 90 day Active Period but before the end of the 180-day Grace Period?
Answer :
If you top up within 90 days of your account active date:
1.Your SIPnature account will be credited with the value of your Top Up Ticket
which will be added to any remaining balance.
2.Your SIPnature account will be reactivated to allow making outgoing calls.
3.Your SIPnature account will remain active for another 90 days from the day you topped up.
If you top up after 90 days of your account active date:
1.Your SIPnature account will be credited with the value of your Top Up Ticket
Question :
What happens if I do not top up during the 90 days Grace Period?
Answer :
If you do not top up by the end of 90 days Grace Period, your SIPnature Prepaid Account and phone number will be cancelled.
Note : It is not possible to re-activate a SIPnature account after the end of the Service Cancellation Date. In order to use SIPnature service again, you will need to register as a new user and buy a new Prepaid kit.
Question :
Will I be notified that I am near the end of the Service Cancellation Date and my SIPnature account is about to be cancelled?
Answer :
No, please email to support@sipnature.com to check when your Grace Period ends in order to avoid the cancellation of your SIPnature account.
Question :
Can SIPnature be used with an analog or dial-up modem?
Answer :
We have designed SIPnature to work on a minimum bandwidth requirement of 56kbps, therefore SIPnature works really well on broadband but it also works on dial-up for PC to PC calls.
For PSTN calls (calls to fixed lines and mobiles) a broadband connection is advisable.
Question :
Will SIPnature work with my wireless home network?
Answer :
Yes.
Question :
Why can’t other users see me in their SIPnature softphone online list?
Answer :
They need to add you into their SIPnature contact list. They can do this by clicking on Tools, Contacts and Add contacts.
Question :
I cannot hear other people during a PC to PC call.
Answer :
Do ensure your volume settings are correct. Go to Control Panel and check the settings under Sounds and Audio Devices. Sometimes it could be due to your speaker jack not plugged in properly.
Question :
Other people cannot hear me in a PC to PC call?
Answer :
Check on the microphone settings under Volume Properties of your computer to see if it is on mute. If you are using an external microphone or microphone headset, do check if the jacks are properly plugged in.
Question :
Do I need a broadband Internet connection to use SIPnature?
Answer :
Yes.
Question :
Do I need a static IP address on my computer running SIPnature?
Answer :
No. SIPnature has been exhaustively tested on many different network configurations and no fixed IP addresses are required.
Question :
Do I need any additional software to run SIPnature?
Answer :
No, SIPnature doesn’t require any other software to run.
Question :
How do I configure call forward setting?
Answer :
To configure your call forward setting, login to SelfCare page from http://www.sipnature.com. Select "Call Forward" option.
Question :
What are the system requirements for running SIPnature?
Answer :
You can run SIPnature on machines with Windows 2003, Windows XP Home and XP Pro operating systems. You will need a minimum of 64MB RAM (depending on how many voice/text messages you wish to keep) a minimum of 30MB hard disk space. To experience the call clarity of SIPnature, you will also need a sound card, headset, or speakers and microphone, or a USB hand or headset.
Question :
Will I be charged forwarding calls to a fixed line or mobile phone?
Answer :
Yes, depending on the destination the call is forwarded, your account will be deducted according to the call rate table.
Question :
How do I make PC to PC (On Net) Calls.
Answer :
You can only make calls to other users who are already registered with SIPnature. Refer User Guide for details on making calls.
Question :
How loud and clear is the conversation using SIPnature?
Answer :
SIPnature deliver user with an excellent and clear voice wherever you are. But the most important thing is to check whether you’re using broadband or dial-up. If it's dial-up connection, user will be experiencing lagging connection with the other party. This is because dial-up deliver less bandwidth compared to broadband.
Question :
Where can I purchase MOL prepaid airtime to make outgoing calls?
Answer :
There are over 4,000 MOL outlets available nationwide. Look out for the distinctive purple and yellow sticker (e-pay) placed at all these outlets such as book stores, calls shops, petrol kiosks, photo shops and many other service location. For more information, go to www.mol.com/epay-wtb.asp.
Question :
How much does a Top Up Ticket cost ?
Answer :
You can get your Top Up ticket at the designated denomination of RM30, RM40 or RM50 of your choice.
Question :
Can I use the Prepaid Top Up Ticket immediately after purchase?
Answer :
No, you have to activate your Top Up airtime at SIPnature Selfcare page. Here's the steps:
• Step 1
Login to SelfCare page from http://www.sipnature.com with your User ID and Password
• Step 2
Select option "Reload Your Credit" .
• Step 3
Key in your Serial Number and PIN from the slip.
• Step 4
Click "Continue"
• Step 5
Upon successful reload, click on "MainPage" option (top right of your screen) to see your new credit balance. Your SIPnature softphone will reflect the new credit balance upon next sign-in.
Question :
Is there an Expiry Period for MOL Top Up Ticket?
Answer :
The expiry period is One (1) year from the date of purchase.
Question :
What currency will my account be in?
Answer :
Ringgit Malaysia (RM).
Question :
How much will I be charged and calculated for phones calls?
Answer :
It doesn’t matter where you are based, the call rate is based on the destination you are calling. Our rates can be viewed at https://selfcare.sipnature.com.
Note : Billing is by 30 seconds per block so if your call is 45 seconds, you will be billed for 1 minute to that destination.
Question :
What are the charges if I make a call from West Malaysia to East Malaysia?
Answer :
If the call is made through on-net (internet-internet) there will be no charges at all. But if user made a call to offnet which is to mobile (GSM) or fixed-line (PSTN) then certain charges will be calculated.
Question :
Please tell me more about SIPnature Special Rate?
Answer :
Please refer to our call rate table at https://selfcare.sipnature.com
Question :
How long can I talk onNet?
Answer :
User can talk unlimited time to each other on Net as along as the broadband or internet connection is still connected.
Question :
Can you explain how the SIPnature call charges are calculated?
Answer :
SIPnature call charges are based on 30 second block.
Question :
I have RM0.10 left in my account but I cannot make calls. Why is this so?
Answer :
In order to make a call, a minimum of 1 minute worth of airtime is needed depending on the type of call. For example, if your available balance is RM0.10 and you wish to make a call to Australia, you will not be able to as a minimum of RM0.20 is required for that call. RM0.20 is calculated based on a 1 minute call charge.
Question :
How do I view the call charges or my account on SIPnature?
Answer :
Login to Selfcare page from http://www.sipnature.com. Select "Call Log" option. A detailed log of your call is recorded for your reference.
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