FAQs

Nergy Telecom's Wholesale Agents are able to provide the following services (Please note that Wholesale Agents'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	Yes
   Israel	Yes	No
   Italy	Yes	Yes
   Japan	Yes	No
   Netherlands	Yes	No
   New Zealand	Yes	No
   Norway	Yes	No
   Portugal	Yes	No
   Spain	Yes	Yes
   Sweden	Yes	Yes
   Switzerland	Yes	Yes
   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 Wholesale Agent 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 Wholesale Agents can print and sell callback calling cards.
   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 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 dialing 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 Agent 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 Agent's local telecom operator blocks French trigger numbers or if, for some reason, Agent'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 Wholesale Agents 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 Wholesale Agent 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 Wholesale Agent will need to do the following:
   • Purchase VoIP gateway or use own existing one.
   • Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, ADSL, E1 or T1, ISDN or Frame Relay).
   • 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 Wholesale Agent 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 Wholesale Agent 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,ADSL, 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 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 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 agent will completely eliminate the cost of A_LEG cost and will pay Nergy Telecom only for completed B_LEG calls.
   The agent 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, ADSL, 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.
   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 agent.

Yes, the Wholesale Agent’s customers can use all the services provided using a single account (PIN Code).

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

After the initial prepayment and Wholesale Agent Application Form are received, our Support Team will send you a list of questions regarding how you want to configure the platform. After these questions have been answered the support team will send a retail rates file which should be completed and returned. Once this process is completed it will take approximately 1-2 working days to finish the configuration of the platform.

Online access to the Agent Account Management (AAM) interface is provided to all Wholesale Agents. The AAM interface can be accessed from any computer connected to the Internet.

No, there are no requirements.

No, all the software is hosted on Nergy Telecom’s servers.

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

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

The account will be reactivated within 1 business day after receiving a prepayment. The database will have old settings such as rates, accounts, tariff classes etc. However, old trigger numbers (DIDs) with be replaced with new ranges of DIDs.

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 service provided..

It is not necessary but strongly recommended. The platform management is done via a web interface, which can be accessed at any time by any computer connected to the 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.

Wholesale Agents can create Prepaid or Postpaid accounts. In the Prepaid mode agents first credit their account with a chosen amount of money and then customers can make calls until the credit is depleted. In the Postpaid mode agents set a monthly usage limit for each customer and the customer can only place calls within that limit. Each month the customer’s usage is nulled. It is only possible to set these Account types at the Batch level. There cannot be one prepaid account and one postpaid account in the same batch. The Prepaid account type is almost always used for calling card applications and in most cases for Callback as well.

When the Agent creates an account a unique PIN Code is generated. PIN Codes represent accounts. When the customers enters their PIN Codes, the system identifies how much credit is remained in their account and either allows or blocks them making calls (please see the Appendix section for the different call-flow examples available with Nergy Telecom).

Agents do not create PIN Codes; they create accounts that have dedicated PIN Codes. The Account has a balance and when the Agent creates new accounts, the platform automatically generates the PIN Codes for them.

The balance on the account will be reduced according to the retail rates defined by the Wholesale Agent.

No, Nergy Telecom only provides the ability for creating accounts with PIN Codes. The Wholesale Agents are responsible for printing these PIN Codes on their own cards.

Yes, the Wholesale Agents can create and modify accounts and customers via the online Agent Account Management interface

Yes, in the Agent Account Management interface, the Wholesale Agents can view all profit and billing reports. The profit report shows how much the Agent has charged his/her customers and how much Nergy Telecom has charged the Agent. The billing reports show the call details of customers, a batch of accounts or for the whole product.

It is not necessary to e-mail us each time you set up an account. When Wholesale Agents sign up, they indicate the number of accounts required and provide Nergy Telecom with the range of numbers of those accounts. Then we assign the same number of DIDs to each account number. Through the online Agent Account Management interface the Wholesale Agents will be able to see the account and its corresponding DID.

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

Yes, Agents can grant access to their customers to check the billing for their accounts and change their callback number, CLIs etc online. Through the Agent Account Management interface the Agents can assign logins and passwords to their customers. These logins and passwords should be entered at this address my.nergytelecom.net.

Yes, this is possible. Please contact us for more details.

Unfortunately at this time Callback can only be triggered when dialling the trigger number.

The trigger numbers for Callback with dedicated trigger numbers are all French local numbers and have 11 digits, in the following format: +331xxxxxxxx

The platform does not have any limits for the number of accounts that can be created. As for the capacity, Nergy Telecom’s network grows gradually at the same time as the number of customers (and therefore the traffic they generate) increases, therefore not causing overcapacity problems.

Unfortunately Nergy Telecom cannot provide this feature to the Agents at the moment.

At the moment, our platform has only 2 billing layers. The first shows the wholesale rates for Agents, the second shows the Agent’s retail rates for their customers.

Yes, the Agents can have Resellers and can assign accounts to these Resellers.

The profit and billing reports show the sales generated by the Resellers and the Agent can grant a fixed commission-based percentage on these sales. Alternatively, Agents may collect payments from their Resellers that already exclude the Reseller’s commission. For example, if an Agent wants to provide 20% commission to the Reseller, he/she adds, for example, 100 USD to the Reseller’s account but subsequently only collects 80 USD (thus, the 20 USD commission will be kept by the Reseller).

Yes, the Agents can provide access to the AAM interface to their Resellers. Resellers will only be able to edit the accounts assigned to them by an Agent. They can only credit/charge the accounts within the amount credited by an Agent to the Reseller’s balance.

Agents can assign prepaid or postpaid accounts to Resellers. If prepaid accounts are assigned to a Reseller, the Reseller will be able to credit/charge his/her accounts only within the amount credited to the account by an Agent. If postpaid accounts are assigned to a Reseller, then the Reseller’s balance is not associated with the accounts. That means that Reseller’s balance will not decrease if a customer makes a call using a postpaid account. In such cases, the Agent takes a responsibility to negotiate and decide how to deal with a Reseller, who requires postpaid accounts.

Yes, it is possible to upgrade from Wholesale Agent status to Master Agent status and manage relationships with Resellers on a new level: every Reseller with significant traffic can be provided with a separate Agent platform that will have a full list of options. A Master Agent will be able to manage multiple Agent platforms using the special Master Agent Account Access.

After upgrading status from Agent to Master Agent, the following benefits will be available to the Master Agent:

1. Master Agents are able to include a percentage of commissions (profit margin) into the wholesale rates and these rates will be the wholesale rates for all their Agents. Master Agents can define this percentage value by themselves. At the beginning of each month Nergy Telecom will return the commissions according to the monthly consumption on the Agent database and the percentage defined by the Master Agent
2. Master Agents can provide their Agents with a complete set of options available on the Agent platform
3. Master Agents can manage their Agent's databases using special Master Agent access to the web interface. Master Agent access allows the managing of Agent Balances and gives access to any Agent databases included in the Master Agent database. At the same time Master Agents may continue using their own Agent databases (the current version).

After upgrading status from Agent to Master Agent the Agent's Resellers will have the following extra abilities:

1. Access to a separate Agent platform (similar to the Wholesale Agent Platform)
2. The ability to have their own Wholesale Agent rates
3. The ability to set their own retail rates and use the Wholesale Agent balance
4. The ability to manage their own Resellers.

To upgrade status from Agent to Master Agent the following requirements must be met:

1. The monthly traffic of the Agent must have been more than $7000 during the past 3 months
2. Agents must provide detailed information about their business plan regarding co-operation with their
3. Resellers including the expected monthly purchase volumes of each Reseller and the appropriate market areas
4.  Agents must have their own website that enables them to provide their Resellers with access to the customised AAM interface (the special service of AAM redirect is provided upon a sign-up fee of $100)
5. Agents must guarantee the minimal monthly volume on each Agent platform under their Master Agent
6. Account up to the value of $5000 after the first two months

Yes, Nergy Telecom can provide a link to the CAM (Customer Account Management interface) for the Wholesale Agents. Please contact your account manager to request the quotation and more information.

If Nergy Telecom provides a link to CAM then the Agent will be able to change the following settings of the CAM web interface:

• Background color
• Menu layout (horizontal, vertical)
• Add logo
• Add customer service e-mail and phone number.

Customers can do the following:

• See their balance or current monthly usage;
• See their Pin Codes and trigger numbers;
• Change the Callback numbers and add/remove/edit CLIs in the accounts;
• See and print billing reports and invoices;
• Update personal information (i.e. address, phone, e-mail etc.).

There are no such requirements. All the agent should do is redirect the domain or sub-domain to the IP that we provide.

No, if you purchase IP/GSM equipment from Nergy Telecom, we will make 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 providing the device has more than 1 SIM card installed within. Thus 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 either with the SIP or H.323 protocol.

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

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

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

No, the investment will be needed only if the agent is going to provide calling cards using VoIP gateway (in this case the agent will have to purchase a VoIP gateway).

No, the wholesale agents pay only for the actual usage of the services.

Currently, Wholesale Agents can make payments via bank/wire transfer, Western Union Quick Pay, using a credit card through MoneyBookers payment system, or choose the most convenient method from the list available at Stratocash (Pay by Cash, CertaPay, e-Gold, GoldMoney, NETeller, Paysafecard, Wallie Card, WebMoney transfer, Western Union SwiftPay, TravellersExpress MoneyGram, MoneyOrder / CashiersCheck).

The payments should be made in US Dollars, otherwise the amount received in other currency will be converted to US Dollars using the market exchange rate and only then will be credited to the Agent’s account.

When the payment is made via bank/wire transfer it usually takes up to 4-5 business days to reach our account. (Please note, that in some cases it takes longer. It depends on the country of origin and through which correspondent banks the payment is made)

Unfortunately, the payment is credited to Agent’s account only when it is actually received by Nergy Telecom

When the agent makes a payment, it is credited to his agent account within Nergy Telecom’s system. When Agent’s customers begin making calls the wholesale cost of these calls will be deducted from Agent’s account. When the balance on the account reaches 0 (zero) the customers are not any longer able to place calls even if they have credits on their accounts in the Agent’s platform. Agents are charged for all legs of the calls (either A_Leg or B_Leg, see the chapter 3 for description of A_Leg and B_Leg). If Agent’s customer after the switch called back cannot connect to the destination (B_Leg) the Agent will be only charged the wholesale cost of A_Leg call duration.

No, the payment of certain amount does not give Agents any amount of units to be allocated to the customers. Moreover the Agents can credit any amounts to their customers accounts but if there is no money left on the Agent’s account those customers will not be able to make calls even if they have plenty of funds left on their accounts.

The Wholesale Agents are charged at a 1-second billing increment.

No, the PIN Codes never have any fixed costs for the Agents. Agents are charged based on the actual usage of services by their customers.

There is no minimum duration charged for any leg of the call. Both legs are charged at a flat 1-second billing increment.

As soon as we receive the payment we will credit you within 1 hour.

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

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

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

Accounts are usually grouped by Product (for example SNH01) and Batch (batches are groups of accounts within a product and are numbered as 1,2,3 and so on). The number of batches that can be created within a Product is unlimited. Accounts are created within the batches and are also numbered as 1, 2, 3 and so on). So the first account in the first batch of product SNH01 will have a number SNH01-1-1. Or the number of the third account of batch 2 will look like this: SNH01-2-3.

Voice prompts are available in 13 languages: English, German, French, Russian, Italian, Spanish, Arabic, Dutch, Swedish, Norwegian, Danish, Portuguese, Chinese (Mandarin)

In the callback call-flow all calls consist of 2 legs: A_Leg and B_Leg. A_Leg is the part of the call when the switchboard calls back to the customer after the trigger number has been dialled. B_Leg is the part of the call from the switchboard to the destination phone number dialled by the customer.

Billing increment is the rounding duration used for charging. For example if the billing increment is set to 30 seconds, the rate per minute is 0.6 USD and the customer makes a call with duration of 25 seconds he will be charged 0.3 (rate per 30 seconds). If he calls for 35 seconds he will be charged 0.6 (the rate per 1 minute).

The wholesale agent can define any billing increment (for example 1 second, 30 second, 60, 180 or any other billing increment).

The Wholesale Agents can define up to 5 billing steps. Here is an example of configuration with 3 steps: 1 step – charge the customer at 60 second billing increment during 2 minutes, 2 step – charge the customer in 30 seconds billing increment during 1 minute, 3 step – charge the customer in 6 seconds billing increment until he finishes the call. The duration of the last step should no have limit otherwise the duration of the call will be limited. With this configuration if the customer makes a call for 55 seconds he will be charged for 60 seconds. If the customer make a call of 2 minutes 25 seconds, then he will be charged 2 minutes 30 seconds. If he make a call for 3 minutes 7 seconds he will be charged for 3 minutes 12 seconds.

There are 4 billing modes agents may choose from:
> A_Leg is Disabled
> A_Leg billing is equal to the duration of B_Leg (only for connected calls)
> Complete A_Leg billing regardless of call is connected or not
> Complete A_Leg billing only if call is connected

1. A_Leg is Disabled. Customer pays only for B_Leg part of the call and only if the call is connected. Agent pays full A_Leg and B_Leg wholesale cost.
2. A_Leg billing is equal to the duration of B_Leg (only for connected calls). With this billing mode customer pays for A_leg and B_Leg only if the call is connected. A_leg will be charged only for the duration equal to B_Leg duration. Agent pays full A_Leg and B_Leg wholesale cost.
3. Complete A_Leg billing regardless of call is connected or not. With this billing mode customer pays for full A_Leg duration even if the call was not connected (busy, no answer, checking balance, etc.). If the call was connected then customer pays for full A_Leg and B_Leg durations. Agent pays full A_Leg and B_leg wholesale cost.
4. Complete A_Leg billing only if call is connected. With this billing mode customer pays full A_Leg duration and B_leg duration, but only if the call is connected. Agent pays full A_Leg and B_Leg wholesale cost.

Yes, Wholesale Agents can record their own voice prompts and send them to our support team who will upload them to their databases.

Yes, Nergy Telecom can set up any currency and bill the Agent’s customers in that currency. But if the Agent wants the platform to play the name of the currency when announcing the remaining credit on customers’ accounts then .wav files for all the languages that the Agent uses will have to be provided to Nergy Telecom.

Wholesale Agents can set up multiple rates schedules for different groups of accounts. The rates schedules are assigned to the batch of accounts.

Wholesale Agents can create multiple products in order to group their accounts.

Agent can set the following charges for its customers:

1. Connection charges. The caller is charged a fixed amount each time when he is connected to the destination number
2. Disconnection charges. The caller is charged a fixed amount at the end of call
3. Session fee. Session starts when the customer is connected to our switch and ends when he hangs up the phone. During one session the customer can make 1 or several calls. If the session fee is set then the customer will be charged a fixed fee each time he connects to the switch, regardless whether he made or did not make a call
4. Session fee successful calls. If this kind of fee is set then it will be charged only if the customer makes at least one successful call during the session
5. Session fee no successful calls. If this fee is set then it will be charged only if the customer does not make any successful calls during the session.
6. Administrative fee. This is a fixed fee which can be taken from the accounts daily, weekly, monthly, every 2,3 days etc.

Charges 1 and 2 from the previous question are included when calculating the duration available for calling; all other charges are not.

No, the system will only state the actual time available for calling

Yes, the agent can limit the maximum duration of a call

The duration of 30 minutes will be announced by the system.

Yes, it is possible to programme certain combinations for saving or deleting a caller’s CLI (for example #789 for saving CLI and #987 for deleting it).

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

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.