FAQs

General Office Hours:
9 a.m. to 7 p.m. Mon-Fri
11 a.m. to 4 p.m. Sat
(time zone GMT + 5:00)

Technical Support Office Hours:
9 a.m. to 9 p.m. Mon-Fri
11 a.m. to 4 p.m. Sat-Sun
(time zone GMT + 5:00)
E-mail: support@nergytelecom.net

Nergy Telecom's Resellers are able to provide the following services (Please note that Resellers'customers can access one or all of these services using the same account and the same Pin Code. As a result, it is also possible that the rates charged to the customer's account can be different making all the services very convenient and simple to use):

1. Toll Free or Local Number Direct Dial (click here for call flow description). This service can be provided in the following countries:

   Country	Toll Free Number Available	Local Access Number Available
   Austria	Yes	Yes
   Belgium	Yes	No
   Canada	Yes	No
   Denmark	Yes	No
   Finland	Yes	No
   France	Yes	Yes
   Germany	Yes	Yes
   Greece	Yes	No
   Hungary	Yes	No
   Ireland	Yes	No
   Israel	Yes	No
   Italy	Yes	No
   Japan	Yes	No
   Netherlands	Yes	No
   New Zealand	Yes	No
   Norway	Yes	No
   Portugal	Yes	No
   Spain	Yes	No
   Sweden	Yes	No
   Switzerland	Yes	No
   Thailand	Yes	No
   UK	Yes	Yes
   USA	Yes	No

2. International Callback (with dedicated trigger number). (click here for call flow description). Can be provided in any country worldwide. Every account is assigned a dedicated trigger number in France. The Reseller should manually enter the customer's callback number into the platform.
3. CLI Callback. (click here for call flow description). Can be provided in the countries where the local telephone networks do not mask the CLI (Caller Line identification), in other words they do not mask the phone number from which the trigger number has been dialed. With the CLI Callback service Resellers can print and sell callback calling cards.
   It is possible to automatically save the caller's CLI upon first use or the Reseller can program certain key combinations for saving and deleting CLI (Caller Line identification, or ANI: the number from which the caller places the call). For example #789 for saving CLI and #987 for deleting it.
   
   • In the case of the Automatic Save CLI upon First Use option: once the customer has entered a Pin Code it will not be requested again while the calls are made from the same phone number.
   • If key combinations are programmed for saving/deleting CLI, the customer needs to dial the key combination for saving the CLI after the Pin Code is entered. Again, once the customer has entered a Pin Code it will not be requested again while the calls are made from the same phone number.
   It is also possible to activate an option for automatically deleting the caller's CLI when the credit of the PIN Code (account) reaches the minimum balance value set by agent.
4. VoIP CLI Callback. (click here for call flow description).The service can be provided in the countries where the local telephone networks identify the CLI (Caller Line Identification), i.e. the Caller ID can be identified by each local telephone network. Users will trigger a callback by dialling the local landline number instead of the French phone number. A VoIP gateway with FXO ports will transfer the caller's ID (CLI) to Nergy Telecom's platform via the Internet. After the caller's CLI has been identified, the system will call back to the number from which the local trigger number has been dialed.In order to provide this service to customers the Reseller will need to:
   • Purchase a VoIP Gateway with FXO ports or use own existing one.
   • Obtain phone lines (analogue or digital) from the local telephone company.
   • Connect  the phone lines to the VoIP Gateway and configure it to reject calls after CLI is received (Nergy Telecom's Support team will assist with configuration). The VoIP CLI Callback service can be used as an alternative solution if the Reseller's local telecom operator blocks French trigger numbers or if, for some reason, Reseller's customers are not able to call France to trigger Callback from their phones (basically Nergy Telecom provides French trigger numbers for callback services). This service can be provided by Resellers simply by printing and selling the Calling Cards.
5. VoIP gateway Direct Dial . (click here for call flow description). This service can be provided in virtually any country. Using VoIP gateway enables the Reseller to completely eliminate the A_LEG cost and as a result they only pay Nergy Telecom for completed B_LEG calls. (see the description of A_LEG and B_LEG further on this page). This service can be used to print and sell calling cards. In order to use this service the Reseller will need to do the following:
   • Purchase VoIP gateway or use own existing one.
   • Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay). Please note that for quality reasons it is not recommended to use an ADSL internet connection.
   • Connect a phone set to the VoIP gateway or obtain phone lines (analog or digital) from the local telephone company in order to connect to the VoIP gateway.
6. PC-to-Phone Direct Dial. (click here for call flow description). With this service customers will be able to place international calls using their PCs connected to internet (dial-up or dedicated). Using PC-to-Phone calling services enables the Reseller to completely eliminate the A_LEG cost andas a result they only pay Nergy Telecom for completed B_LEG calls. This service can be used to print and to sell calling cards. In order to use this service the Wholesale Agent needs to place a link on a website to download the dialer for his customers or to provide the dialer software to the customers.
7. IP/GSM gateway CLI Callback. (please click here for the call flow description).
   In most cases, when the IP/GSM gateway is used for the callback application, all the CLIs of customers calling either from landlines or mobile phones are identified. Therefore the common problem that occurs when domestic telephone companies block CLIs on overseas calls can be bypassed. This service can be provided in virtually any country.
   The Reseller will need to do the following:
   • Purchase an IP/GSM gateway or use own existing one. (Nergy Telecom can provide 2N IP/GSM gateways, please contact us at info@nergytelecom.net for more information)
   • Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay)
   • Obtain one or more mobile numbers (SIM cards) from the local mobile provider. These SIM cards will be installed into the IP/GSM gateway.

   Users will dial local GSM numbers (installed to the IP/GSM gateway) as regular trigger numbers and the call will flow the same way as with the CLI callback service.

   It is possible to automatically save the caller's CLI upon first use or the Reseller can program certain key combinations for saving and deleting CLI (Caller's line identification, or ANI: the number from which the caller places the call). For example #789 for saving CLI and #987 for deleting it.
   • In the case of the Automatic Save CLI upon First Use option: once the customer has entered a Pin Code it will not be requested again while the calls are made from the same phone number.
   • If key combinations are programmed for saving/deleting CLI, the customer needs to dial the key combination for saving the CLI after the PIN Code is entered. Again, once the customer has entered a PIN Code it will not be requested again while the calls are made from the same phone number.
   It is also possible to activate an option for automatically deleting the caller's CLI when the credit of PIN code (account) reaches the minimum balance value set by agent.
8. IP/GSM gateway Direct Dial. (please click here for the call flow description).
   This service can be provided virtually in any country. Using IP/GSM gateway the Reseller will completely eliminate the cost of A_LEG cost and will pay Nergy Telecom only for completed B_LEG calls.
   The Reseller will need to do the following:
   • Purchase IP/GSM gateway or use the existing one. (Nergy Telecom can provide 2N IP/GSM gateways, please contact us at info@nergytelecom.net for more information)
   • Obtain internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay)
   • Obtain one or more mobile (GSM) numbers (SIM cards) from the local mobile provider. These SIM cards will be installed into the IP/GSM gateway. Please note that while the origination of the calls will be made using IP, the termination of the calls will still be made via Nergy Telecom's regular PSTN circuits which will ensure a good connection quality.
   It is possible to automatically save the caller's CLI upon first use or the Wholesale Agent can program certain key combinations for saving and deleting CLI (Caller's line identification, or ANI: the number from which the caller places the call). For example #789 for saving CLI and #987 for deleting it.
   • In the case of the Automatic Save CLI upon First Use option: once the customer has entered a Pin Code it will not be requested again while the calls are made from the same phone number.
   • If key combinations are programmed for saving/deleting CLI, the customer needs to dial the key combination for saving the CLI after the PIN Code is entered. Again, once the customer has entered a PIN Code it will not be requested again while the calls are made from the same phone number.
   • It is also possible to activate an option for automatically deleting the caller's CLI when the credit of PIN code (account) reaches the minimum balance value set by Reseller.

Yes. The Reseller’s customers can use all the services provided using a single account (PIN Code).

To become a Reseller it is required that you fill out and return the Application Form. Following this you make an initial service usage prepayment of not less than 500 USD.

After the initial prepayment and Application Form are received, our Support Team will send you a list of questions regarding how you want to operate (what services will be provided, how many PIN Codes are needed, which commission percentage you have chosen etc.). After these questions are answered, it will take about 1-2 working days to finish the configuration of accounts for the Reseller.

Online access to the Reseller Account Management (RAM) interface is provided to Resellers. The RAM interface can be accessed from any computer connected to the Internet. Alternatively, Resellers are offered to manage the services through the Mobile Account Management interface (MAM) accessible through a mobile phone (smart phone) connected to the Internet. However, the set of features available at MAM interface is limited by several key sections only.

No, there are no special requirements.

Nergy Telecom reserves the right to suspend a Reseller’s account if a Reseller has not been generating voice traffic for several months and/or the Reseller’s Account balance is below zero.

A prepayment of no less than 500 USD should be made in order to reactivate the suspended Reseller account.

The account will be reactivated within 1 working day after receiving your prepayment.

Nergy Telecom is connected to major carriers, which ensures the high quality of our services. Nergy Telecom is constantly working to improve the quality of services provided.

It is not necessary but recommended. The account management tool is provided via a web interface, which can be accessed at any time from any computer connected to Internet.

Delays do occasionally occur. This is dependent on the originating country and also the destination country. Delays usually occur when calling from/to mobile phones.

Each account has a unique PIN Code. PIN Codes represent customer accounts. When a customer dials a PIN Code the system identifies how much credit is left in the account and either allows or blocks the making of calls (see the Appendix for the different call-flow examples available within Nergy Telecom).

No, Nergy Telecom simply provides the possibility of using accounts with PIN Codes. Resellers are responsible for printing these PIN Codes on the cards.

Resellers cannot create, but can modify accounts via the online Reseller Account Management interface.

Yes, Resellers will only be able to credit/charge the accounts assigned to them if the amount falls within the balance of their Reseller Account.

Yes, Resellers can view billing reports in the Reseller Account Management interface. Billing reports shows the call details of a particular customer or for all of the Reseller’s accounts.

Absolutely, this is a part of Nergy Telecom business model; to allow its Resellers to run their own telecom businesses without having to heavily invest in equipment and carrier deposits.

No. There are no sign-up, installation or monthly fees for the VoIP Gateway Direct Dial service.

No. There are no sign-up, installation or monthly fees for the IP/GSM Gateway CLI Callback service.

No. There are no sign-up, installation or monthly fees for the IP/GSM Gateway Direct Dial service.

No, if you purchase IP/GSM equipment from Nergy Telecom, we will take care of all the necessary configuration remotely. Therefore, you will only have to connect it to the Internet and assign a global IP address to the device.

Yes, it is possible if the device has more than 1 SIM card installed. If this is the case then each SIM card can be programmed for a specific service.

The IP/GSM Gateway should support G.729, G.723.1, G.711 A-Law, G.711 U-Law, Net Coder codecs and be compatible with either the SIP or H.323 protocol.

A minimum of 16 Kbit/sec bandwidth is required per each channel of the IP/GSM Gateway (i.e. 64 Kbit/sec will be required for 4 channels).

Any SIM card can be used. Both European bands (GSM 900 and DCS 1800) are also supported.

Nergy Telecom will provide a 1-year (12 consecutive months) warranty from the date of purchase.

Unfortunately at this time we are only able to provide you with assistance within our office hours. However, we have found that there are very few cases where our assistance is required overnight or at the weekend.