Frequently Asked Questions

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General
What does VoIP Monitor do?

VoIP Monitor develops and markets a unique set of reporting products that allow simple and flexible analysis of VoIP gateway call records.  VoIP Monitor TopView reports allow organisations to clearly see their VoIP call patterns through key metrics.  These reports provide managers and users ‘at-a-glance’ call analysis by phone station, department, office and country.  In addition, VoIP Monitor also offers a pro-active system – VoIP Monitor TopView Alert – to alert organisations if a potential line breach or hijack is being attempted.

What are VoIP Monitor TopView Reports?

VoIP Monitor offers two report options to suit all needs: TopView Standard and TopView Premium.  Included in the reports are key facts such as call session times, inbound and outbound numbers and call types and are taken from the following VoIP telephone activity:

  • Inbound call data
  • Outbound call data
  • Inbound daily call distribution
  • Outbound daily call distribution
  • Outbound call distribution by calling station
  • see complete list

The reports are produced from client’s CDRs (Call Detail Records) which are transferred and processed at our Data Centre to produce concise and easy-to-read PDF reports.  Managers and users can then quickly see if any unusual call activity has taken place and also can also utilize this information for internal cost distribution purposes.  See VoIP Monitor TopView Reports for further details.

What is the pricing for VoIP Monitor TopView reports?

VoIP Monitor TopView Standard and TopView Premium are competitively priced to be accessible by small to medium businesses.  The overall price is determined by the number of VoIP Gateways and your selection of report package.  See the Pricing & Sign up page for further information.

What is VoIP Monitor TopView Alert?

VoIP Monitor TopView Alert is an additional service to TopView reports.  You set a parameter for outbound calls and, if call numbers are exceeded, we send an immediate alert for further investigation.  This protects your system from line hijacking and toll fraud – a service that could save you thousands.  See VoIP Monitor TopView Alert for further details.

How much does VoIP Monitor TopView Alert cost?

VoIP Monitor TopView Alert is an add-on service to either TopView Standard or TopView Premium.  See the Pricing & Sign up page for further information.

How do I evaluate a VoIP Monitor product?

As our service requires no software or hardware it’s easy to carry out a free evaluation. Simply sign up to arrange for the necessary integration with your phone network system.  We’ll get in touch right away to carry out this work and you’ll have your reports on the 1st of each month.  At the end of the month, if you are happy with our service, sign up to continue.  We’ll then send a monthly invoice for your subscribed product. It's that easy. If you are not satisfied in any way, simply stop the subscription at any time. 

What format are the reports?

Reports are in PDF format.

When do I receive my reports?

Reports are emailed out on the 1st day of each month, ie. May’s data would be sent out on 1st June.

How is report pricing calculated?

Pricing for TopView reports is based on the number of VoIP Gateways (IP telephone systems) and the report option selected.  For example, if you have 4 VoIP Gateways and want TopView Standard on each of them the total cost would be US$29*4 = US$166/month. 

Can I subscribe to multiple products?

Yes, you can mix and match the products as you want.  For example, you could have:

  • 1 x subscription to TopView Premium for head office
  • 3 x subscriptions to TopView Standard for regional offices and
  • 1 x subscription to TopView Alert for head office
I need a custom report, can you help?

Usually, yes!  Contact us to talk through your requirement and we’ll do our best to provide it.

Do I need any special equipment of system modifications to use VoIP Monitor products?

The good news is that all you need to use VoIP Monitor TopView Reports and TopView Alert is an internet connection and, if necessary, a rule modification to your existing firewall setup.

Billing & Payments
How does invoicing work?

Invoices are emailed on the last day of the month in arrears, but remember, the first month is FREE!  Should you prefer a different billing cycle please contact us to discuss your requirements at: .

What are the payment terms?

Payment must be received within 7 days.  If payment is not received with 7 days, report delivery will cease.

What is the subscription process?

We like to make things as easy as possible for our customers.  You don’t have to sign up for any fixed-period or long-term contract and subscriptions can be cancelled at any time.  Invoices are sent out monthly, you pay within 7 days and your subscription is renewed for the next month.  As simple as that!

What are your payment options?

At the moment, our primary payment option is via PayPal.  We are in the process of increasing payment options and will advise of the new options as soon as they are available.

Can I pay through wire transfer?

Yes, we you can pay by wire transfer via PayPal.

How can I cancel my subscription?

We’ll be sorry to see you go and would like the opportunity of talking to you first to find out why you are leaving.  Please email us at: . and we will get straight back to you to see if we can resolve the issue. 

If you do want to go ahead and cancel, simply send an email to: .  Remember to include your Customer ID in the subject of the email.

What's the cancellation policy?

Subscriptions can be cancelled at any time and will take effect on the 1st of the following month.

Technical
Which devices do you support?

Below are the devices we currently support (watch this space for new additions!):

  • Cisco Unified Callmanager Express
  • Cisco UC500
  • Cisco Voice Gateways
    • Cisco 7500 Series Routers
    • Cisco 7200 Series Routers
    • Cisco 3800 Series Integrated Services Routers
    • Cisco 3700 Series Multiservice Access Routers
    • Cisco 3600 Series Multiservice Platforms
    • Cisco 2800 Series Integrated Services Routers
    • Cisco 2600 Series Multiservice Platforms
    • Cisco 1800 Series Integrated Services Routers
    • Cisco 1700 Series Modular Access Routers
Does your service cover Cisco Unified Communication Manager (Callmanager)?

Yes.  However, our system only processes calls that are handled by your VoIP Gateway.  For example, if you are using Cisco Callmanager and a Cisco 2821 router with T1 for call routing to a public telephone network, all calls processed by Cisco 2821 will be monitored.  The internal calls that are handled by the Callmanager itself will not be visible to our system

We don’t have the time or expertise to configure our network equipment.  Can you help?

In a word, yes!  Our technical team is available to assist with configuration issues as an additional service.  Contact us to talk through your requirement.

What is toll fraud (also known as line hijacking)?

Toll fraud is when a third party, usually based in a remote location, illegally uses an organisation’s telecoms system to make calls.  VoIP Monitor combats this threat through its pro-active service which alerts you of unusual telephone call activity as it happens.  A service that could save you $000’s.  See the VoIP Monitor TopView Alert page for further details.

If you need help verifying the configuration and setup of your VoIP system, contact our technical team to talk through your requirement.

What is a "inbound call"?
An inbound call, is a call initiated from outside your organization to an internal extension via your VoIP phone system. For example: A customer calls you via a analog phone line on you main number.
What is a "outbound call"?
An outbound call, is a call initiated from inside your organization to an external telephone number via your VoIP phone system. For example: Employee X calls a business partner via a long distance call.
Terminology
What is a CDR?

A CDR (Call Detail Record) is a record that is created for each communication which occurs via a telephone system.  It contains detailed information about where calls originate, terminate or pass through the system.

What is MPLS?

MPLS (Multiprotocol Label Switching) is a tool for directing and carrying data from one network node to the next in high-performance telco networks.

What is a PBX?

A PBX is a private branch exchange (telephone switching system within an enterprise) that switches analog calls on local lines while allowing all users to share a certain number of external phone lines.

What is a PSTN?

A PSTN (Public Switched Telephone Network) is the digital, mobile and fixed line network of the world's public telephone networks.

What is RADIUS protocol?

RADIUS (Remote Authentication Dial In User Service) is a networking protocol that provides an AAA (Authentication, Authorization and Accounting) management system which allows computers to connect to and use a network service.  RADIUS carries out three functions:

  • authenticates users/devices prior to granting access to a network,
  • authorizes these users/devices for particular network services, and
  • accounts for the usage of the authorized services
What is VoIP?

VoIP (Voice over Internet Protocol, known as Voice over IP) is the transmission of voice traffic over IP-based networks.

What is a VoIP Gateway?

A VoIP Gateway is a high performance gateway which helps to convert voice and fax calls between an IP network and a PSTN.

What is a VPN?

A VPN (Virtual Private Network) is when some of the links are accomplished by virtual circuits or open connections over an open network, such as the internet, rather than utilizing a single private network.