Welcome to Phonewala Support Centre

> Browse our FAQ Knowledge-base - You can find most of your questions related to getting started with Internet Telephony, Calling Cards and connection related problems answered here. If your problem is not addressed below, please don't hesitate to send in your comments and/or complaints to [email protected].

> I am a new customer, I have a query - If you are a new customer or intending to purchase a new service from us and have a query related to same, please fill up this simple form and we will get in touch with you soon.

> I am an existing customer and I am facing a problem - If you are facing any kind of problem while availing your purchased service, please log into this section and submit your problem. Our Support Team will solve the problem and you will be immediately notified.

1. What type of a computer do I need to be able to make international calls from my PC?
2. Does my PC necessarily require a sound card?
3. Why do I require a web browser?
4. Which Internet browser can I use?
5. What is a Dialer and why do I require it?
6. How long will it take to download the dialer?
7. Do I need to install the dialer? How do I install?
8. 8. Do I need to logon to www.phonewala.com each time I want to make a call?
9. How do I make a phone call?

1. I cannot connect. What might be the problem?
2. How do I operate PC-to-Phone behind a firewall?
3. How do I check the sound on my PC-to-Phone?
4. How can I improve the echo on my PC-to-Phone calls?
5. How can I improve the sound quality?
6. When I download and install the PC-to-phone Dialer software, I get the error : A REQUIRED DLL FILE ' MSVCP60.Dll ' WAS NOT FOUND
7. When I double click the PC-to-phone Dialer, nothing seems to happen although I do not get any error message
8. The PC-to-Phone dialer doesn't work on my Windows XP machine what do I need to do?
9. I am not able to hear the other persons voice. There is only one way communication between me and the other person across the line.
10. I am having problems with my Dialer. It does not connect
11. When I dial a number, it says “Other side is unobtainable” or “We can not complete your call”

1. Where can I buy a Calling Card?
2. Can I buy a calling card online?
3. How long will my purchase take?
4. How much will it cost me?
5. What are the calling cards plans offered by Phonewala?
6. How many calls can I make?
7. If I want to make Prepaid calls from more than one computer, do
   I have to buy separate Prepaid Calling Cards?
8. Can I share my calling card with my friends?
9. Can I get a refund if I lose or damage my Prepaid Calling Card?
10. Can my Prepaid card be recharged?
11. How do I review the calls I've made and the balance on my Prepaid card?
12. Where can I call?
13. How can I improve the sound quality of the call?
14. I hear an echo during the call. What should I do?
15. How do I change the sound volume?
16. Why do I get a distorted or choppy sound sometimes?
17. Why can't the receiver hear me immediately after picking up my call?
18. I get a busy tone after my call is connected, what is the cause?
19. What is the validity of my calling card and when shall it expire?

• Windows 95/98/NT/2000/XP operating system
• Pentium 166 MHz processor
• JavaScript is enabled
• Microsoft Internet Explorer 4.01 to 6.0 or Netscape Communicator 4.5 to 4.7 & 6.1
• 32 MB of RAM
• 15 MB of free hard disk space
• Full-duplex sound card
• SVGA display card with 256 colors (16-bit color recommended)
• Microphone & speakers, or headset
• 28.8 kbps modem (33.6 kbps recommended)
• Internet access from any Internet Service Provider (ISP)

7. Do I need to install the dialer? How do I install?

After you download the dialer, double click on the .exe file on your computer. Follow the dialer installation instructions as they come up on your screen.

• After you log in with your Phonewala.com ID and password, the Phonewala.com application should pop up. Dial the phone number you want to call by clicking the numbers on the keypad. You can also click on the phone number display box to set the cursor and use your keyboard to type the phone number.
• Click the "Send" button or press "Enter" on your keyboard to dial the number.
• Adjust the speaker and microphone volume with the slider buttons on the Phonewala.com keypad.
• Hang up by clicking the keypad's "End" button.
• To re-dial, click on the "Send" button to recall the last phone number dialed. The number will be inserted in the phone number display box. Click on "send" again to place your call

• If you are using Windows 95, please install a patch before you make calls. The Microsoft patch that fixes the socket problem on Windows 95 can be downloaded from the MSN website at:
• http://www.microsoft.com/windows95/downloads/contents/wuadmintools/s
  _wunetworkingtools/w95sockets2/default.asp
  A Faulty connection may also be due to some technical snag in your your ISP. If that is the case, then dialing after waiting for some time can help solve the problem
• The amount of Internet traffic that goes out of the country is enormous which might cause noisy connections or engaged tones. With increasing bandwidth share this condition would significantly improve with time.

For outgoing and incoming traffic the ports are:
MCP/ ADP
12053 12080
12083 12120
12084 12122
12200 12180
12202 24150-24250
12122
12110

• Speak with a headset instead of a microphone.
• If you are using a microphone, hold it away from the speakers to avoid having the sound from your speakers recirculate into your microphone.
• Lower the volume on your speakers.
• Check with your sound card manufacturer to be sure you are using the latest drivers.
• Use a direct phone jack. A split line or extension cord between your phone jack and computer can enhance the echo.

• A high-quality full-duplex sound card, and be sure you are using the latest drivers (check with the sound card manufacturer).
• Using the cleanest (uninterrupted) and fastest Internet connection possible.
• Close as many browser windows and applications as possible.

To fix the problem:

1. Uninstall the dialer.
2. Download the file VB6RUN.EXE to your machine through the link mentioned below,
   
   vb6run.exe
   
   
3. Run VB6RUN.EXE by double clicking downloaded executable.
4. Reinstall the dialer.

1. Uninstall the dialer from your system
2. Run Q316397_WXP_SP1_x86_ENU.exe
3. Install the dialer again

1. On your PC, Go to Start -> Settings -> Control Panel -> Sound Now click on any sound scheme and click play. Check whether you are able to hear anything or not. If not, then there could be some problem either with the Operating System or Sound Card or Speakers. Try reinstalling your Sound Card drivers or contact your system vendor to sort the problem.

Or

2. On your PC, Go to Start -> Programs -> Accessories -> Entertainment -> Windows Sound Recorder Now try to record your voice and check if your are able to hear whatever you have recorded. If not, then there could be some problem either with the Operating System or Sound Card or Mic. Try reinstalling your Sound Card drivers or contact your system vendor to sort the problem.

Or

3. Go to Dialer's 'Accounts' Menu-> Preferences -> Advanced Button -> Test Ports Now(or Find Port Range) Confirm that you are getting 3 tick marks against the 3 mentioned ports(or the dialer is able to find open ports for its voice communication). On the right hand side of the window, below "Automatic Detection", verify that there should not be "Behind a Firewall" written in the space provided. If yes, then open up the ports mentioned in the help section on www.phonewala.com to run run PCPhone dialer behind the firewall.

Or

4. In case the “Automatic Detection” value displays something else than “Not Behind a NAT”, click on “Manual Detection”, choose “I am not behind a NAT”. Now click “Save Configuration and Exit”. Now go to Accounts Menu and choose “Log out”. Now again go to Accounts Menu and choose “Exit PCPhone Dialer”.

Or

5. Now relaunch PCPhone dialer and login. Go through the port test mentioned in Step3. Now try to make a call.

1. Go to Accounts Menu(dialer)-> Preferences -> Advanced Button -> Test Ports Now(or Find Port Range). Confirm that you are getting 3 tick marks against the 3 mentioned ports(or the dialer is able to find open ports for its voice communication). On the right hand side of the window, below "Automatic Detection", verify that there should not be "Behind a Firewall" written in the space provided. If yes, then open up the ports mentioned in the help section on www.phonewala.com to run PCPhone dialer behind the firewall.

Or

2. Click "Manual Detection" on the same window, choose "I am not behind a NAT", choose "Save Configuration and Exit". Now log out and exit from the dialer. Re-run the dialer, log in, again run network test as specified above. Now try to make a call. In case you don't get 3 tick marks(or Open Port Range is not getting detected), then there could be some problem with the network in which you are operating. Please check your network sharing mechanism or try using some other Internet Connection.

2. Can I buy a calling card online?
Yes, You can purchase calling cards online at phonewala.com website.

3. How long will my purchase take?
Your purchase time depends upon the mode of payment you choose. If you pay be demand draft or Cheque, then your calling card will be available to you after receiving the payment. For online purchase, you will get your calling information through e-mail.

4. How much will it cost me?
Checkout the different calling card rates on the website.

5. What are the calling cards plans offered by Phonewala?
Checkout the different calling card rates on the website.

6. How many calls can I make?

You can make as many calls as you like until your calling credits run out.

14. I hear an echo during the call. What should I do?

We recommend using a headset as this reduces the echo effect. If you are using speakers the feedback from the speakers may cause the person on the phone to experience some echo. Our software component will detect this and will automatically try to compensate for this, but it may not be able to eliminate all traces of the echo. Try to move the microphone as far away from the speakers as possible.

You can also try lowering the speaker volume. This will usually reduce the echo.

18. I get a busy tone after my call is connected, what is the cause?

It means that the phone number that you've dialed is engaged or busy. The phone gateway that the PC-to-Phone Service communicates with is unable to terminate the call automatically. Click hangup to terminate the call manually and try again later.

19. What is the validity of my calling card and when shall it expire?

This card is valid for a period of 12 months after first use. Please refer to the table given below to find out what will be the validity of your card.

Validity of Calling Card: The validity period starts from the first billable call made by the customer. After this the card shall expire on its due expiry date, immaterial of the fact that the user still has telephony minutes/ amount subsisting in the card.

Validity on Recharging: In case a user has a card valid for example: a period of three months for the amount of Rs. 50/- and is recharged within the validity period, then this consequent recharging shall not extend the validity of the card, i.e. in case a card has an expiry date of 30-April-2003 and the card is recharged on 29-April-2003 by any amount, still the card will expire on 30-April-2003, and will show the stamp of service.

You can make a voice call from a PC to another PC within and outside India, but from a PC to a phone is not permitted within India, only outside India.

Please note you bound by our Terms and Conditions while availing our services.