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Changes to Edge Proxy/PoP configurations

On occasion configured PBX systems may need to have internal configurations changed due to service updates. When a change occurs on an edge proxy (Point of Presence) there are a few details to consider to continue service uninterrupted. Resources: - Edge Proxy information - IPs of new Edge Proxies (https://manage.flowroute.com/accounts/interconnection/setup/) - Access to local/remote PBX configurations - Access to firewall configurations - Access to the Flowroute Manage p...

BYOC - Teams Connect portal access and onboarding 

Teams Connect Portal Access and Onboarding In the PDF instructions below you'll find the steps to set up and Onboard your BYOC for Microsoft Teams. There are two types of Teams Connector available, PBX and SIP Trunk. These can be used at the same time or independent of each other, depending on your business case.

Setting up your account - Updating the local timezone

Local Timezone - When making changes to the local timezone of your account, scroll down until you see "Local timezone" - Use the drop down to select the location of the local time. - (It is sorted by name and not by UTC +/-)

Setting up your account - Updating contact information

In this article, you will learn how to update your Flowroute Contact Information. The account panel includes the Flowroute account contact information, portability email address, primary email address (also used as Flowroute manage portal username), manage portal password, and local time zone to be used for CDRs. To update your service address you will need to use "Contact Information" Here are details of a Contact Information item and their usage: - Customer Type: Business and individ...

Setting up your account - Updating email addresses

When starting your account you will already need an e-mail address on file. However to update your either of your emails, you can find the steps in this article. Changing your Flowroute account e-mail: Log into your Flowroute Manage Portal (https://manage.flowroute.com) - Find Preferences on the left side panel - The landing page will be Account Information - Scroll down to the Account e-mail address box - - Correct, or change the e-mail on the account to the new e-m...

Sub-Accounts Guides - How to link a sub account

Linking a sub-account is an important part of using the Flowroute sub-account system. This guide will help explain the process. Process Steps: 1. End User creates new Flowroute account at flowroute.com (http://Flowroute.com). Starting a new account allows the End User to input a credit card and to check Terms and Conditions box. 2. End User provides the Parent Business Account with the email address and tech prefix of the new account. 3. Parent Business Account goes to the Advanced Settings ...

Setting up your account - Addresses

At Flowroute, we make sure the process of getting your account up and running as fast as possible. As a best practice, we collect your address to provide you with a more reliable service. When Flowroute knows where the highest volume of our customers is, the better we can work with our service provider to quickly respond to any issues that are in your locality. We validate your address for these reasons: - Better service to needed areas - Identify usage and currency in provided countries...

Set firewall for direct media delivery

Two specific policies must be put in place on your network's firewall to ensure you receive all audio on Flowroute calls: - SIP signaling (call control): Allow UDP and TCP traffic over port 5060[1] (#note1) from the following server IP addresses: Point of Presence (PoP) SIP Proxy IP Range ------ ------ UNITED STATES ------ US-West-OR us-west-or.sip.flowroute.com 34.210.91.112/28 US-East-VA us-east-va.sip.flowroute.com 34.226.36.32/28 US-East-NJ (retir...

What is Flowroute's Direct Media Delivery

Flowroute takes a unique approach to delivering call audio: Direct Media. Direct Media allows us to offer on-demand capacity rather than limiting the number of simultaneous calls that can be made on a Flowroute account. We can offer this unlimited capacity by eliminating the need to proxy call audio between your system and the Public Switched Telephone Network (PSTN) (https://www.flowroute.com/glossary/). Direct Media facilitates the audio (RTP media) on your calls being delivered directly from...

E911 Guidelines - Enable E911 services

To enable E911 services: - Log on to your Flowroute Manage account. - Click the DIDS menu, the manage your DIDs page appears. - Select the check box for each DID you want to apply an E911 address to. - Click Choose a DID Action, click Enable/Adjust E911 Profile. - Click Apply Action. The E911 Details page appears. - Click the Search for an E911 Address drop down and from the list, select the E911 address you added. If you added multiple E911 add...

How to Start a Flowroute Support Account

Flowroute offers a quick and easy way to review Support tickets and quickly get answers when we are able to address in good order. To start the account go to: https://support.flowroute.com Select the "Log In" Under the log in fields you will find the words: Do not have an account? Register Enter your desired email (preferably the email you have been using to address Flowroute Support tickets) And the name you would like to use for the account. Once you start an account you will ...

Introduction to Call Detail Report Exports

The Call Detail Report (CDR) Export system is your key way to understand the information and activity your account generates as you use it. CDRs will display all calls, both successful and unsuccessful. It will provide you with metrics for those calls such as time, date, source IP, country, and many other data points. When using these documents they are accurate representations of the information we are using to measure your account's activity and spend. This CDR data can be requested in 3-mon...

Failover Routes and How to Set Them Up

It can be one of the following: - an external phone number (Failover will not work with another Flowroute DID) - a host IP with another PBX attached - SIP URI routes A failover route occurs after a number of tries to the primary DID route. When the route informs Flowroute of interruption, or failure to reach the destination message, it re-routes the signal to the failover. The caller will not see any change in the call, they will be connected smoothly to the failover route....

Sub-Account and Multi-User Product Overview

We are excited to share with you our new features to be launched very shortly. You will be among the first to have hands-on experience with the products through our limited early release. During this limited early release of our new Sub-Account feature and our tandem product the Multi-User feature; we will be offering to your team the opportunity to engage with your customers in a more consolidated way. The Sub-Account product provides you with more control over your portfolio of accounts, eas...

Two-Step Authentication Guide

Flowroute supports adding Two-Step Authentication to offer enhanced protection for Flowroute accounts. When the option is enabled on an account, Flowroute will send a separate 6-digit authentication code to the account's registered email that will be required to log in. This 6-digit code is needed to unlock the account after the initial login process. The entry box for the 6-digit code will appear before access is granted to the account. NOTE: A Two-Step Authentication code will be ...

Disable E911 Services

E911 services attached to any of your Flowroute telephone numbers can be disabled if you have previously associated an E911 address with a DID. To disable E911 service on a DID: - Log on to your Flowroute Manage (https://manage.flowroute.com/accounts/profile/) account. - Click DIDS, and then click Manage. The Manage your DIDs page appears, displaying any DIDs and whether or not E911 is assigned to any of the DIDs: - Select the check boxes for any DID for which you want to remove...

Enable, Adjust & Disable Low Balance Notification

Flowroute allows you to set up a low balance notification that sends you an email when your account balance reaches a certain amount. You can then add funds to your account; if you have auto-replenishment enabled, your account is automatically credited with an amount that you set. Auto-replenishment requires that you have a credit card on file. To set up a low balance notification: - Log on to Flowroute Manage (https://manage.flowroute.com/accounts/login/). - Click Preferences, and t...

SIP Application-level Gateway (ALG)

Application-level gateway (ALG) (https://en.wikipedia.org/wiki/Application-level_gateway) is intended to assist users who have phones on private IPs. In many cases, it is implemented poorly and actually causes more problems than it solves. SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior, such as phones not registering and incoming calls failing or even one-way audio. Disabling SIP ALG varies, depending on your r...

Set Up Auto-Replenishment

Auto-replenishment allows you to automatically top up your account when your balance reaches a certain level. This saves you time from having to log in each time your balance is low. Setting up auto-replenishment is quick and easy! To set up auto-replenishment: - Log in to your Flowroute account (https://manage.flowroute.com). - Click Preferences on the left panel, and then select the Balance Management tab. - Go to the Auto-Replenishment Payments section at the bottom of the page. ...

Set Account Restrictions for Fraud Prevention

To combat the growing amount of fraud in the VoIP industry, Flowroute is excited to announce a new fraud prevention feature: Destination Restriction. Destination Restriction alerts users if there is a surge in calls to a specific destination. How fraud prevention works Flowroute analyzes your outbound call patterns to various destinations and creates an average metric that accounts for call duration and cost. If there is a sudden increase in traffic to a destination, the account is flagged, an...

E911 - Enable E911 on a telephone number

An address associated with E911 is used to add an extra layer of information to your E911 service. The address associated with E911 allows your location to be more accurately pinpointed based on the provided address information. You can set as many addresses as you need, each identified by a reference label you set for the address. The public-safety access point (PSAP) can then use this information in the event of an emergency to help locate you if you are unable to respond. In this article: ...

Forward a phone number (DID) using Flowroute Manage

This article describes creating a new route and setting that route as the number to forward any or all of your Flowroute telephone numbers. Here we will describe the process for creating and setting a new route to which you can forward any or all the numbers to any Flowroute DIDs. Forwarding a telephone number using a Host route: - Log on to Flowroute Manage (https://manage.flowroute.com/accounts/login/). - On the menu, click Interconnection (https://manage.flowroute.com/accounts/inte...

Sign up for a Flowroute Account

The following steps help you to sign up for a free account within minutes.eps below to get a free account set up in minutes. - Go to www.flowroute.com (https://www.flowroute.com/) and click Get Started Now: - On the Sign Up page, enter the information you want to be associated with your account. This includes your First Name, Last Name, Email, and a login Password. - Enter the Phone Number at which you want to receive the call with your verification code, and then click...

Set an Outbound Caller ID Name (CNAM Storage)

CNAM storage controls the caller ID name display on called numbers supporting this feature. This article describes using Flowroute Manage (http://manage.flowroute.com) to create a CNAM Preset and later apply it to any of your Flowroute DIDs. NOTES: - It can take 5-7 business days after adding a CNAM to a number before it is available on called networks. - CNAM storage is only available for US DIDs. CNAM storage is unavailable for toll-free telephone numbers and Canadian DIDs...

What is Dialer Surcharge?

The dialer surcharges are assessed due to traffic statistics not meeting the minimum requirements as outlined in the end-user service agreement. These traffic requirements are passed down to by upstream carriers. Service Agreement: 4.6 If within any twenty-four (24) hour period, your NANP Termination Traffic falls into any of the following categories, Flowroute may assess an additional charge of US$ 0.019 per call attempt. a. ASR is less than sixty percent (60%). b. ALOC is less than twent...

I didn't receive my payment confirmation email.

If you’ve made payment with us and didn’t receive any confirmation mail, there are few things that you can check: - Have you changed your primary email address? - Any time primary email address is changed, verification mail is sent. You must validate the new email address by clicking the link provided in the verification mail - Have you checked your spam mailbox? - Sometimes, our notification mails may end up in spam mail box. If you’ve check above and still ca...

Do you have servers across the US to improve latency and reliability?

Each of our PoPs [Points of Presence] uses SRV records to "failover" between multiple servers for high-availability. This process allows for the signaling to cascade from one server, which is delivering slower than another on the cascade chain, to another server with less latency. Additionally, Only the signaling path goes through our SIP proxies, the media path is optimized, and RTP is transmitted point to point between your servers and our media gateways.

Reset Manage Portal Account Password

This article will walk you through the process of resetting your Flowroute Manage Portal account password. This may need to be done if you forgot the password that you used originally, if you are concerned that your account may have been compromised, or if your current password has stopped working for some reason. All you need to reset the password of the Flowroute Manage Portal is access to the email that is used to log into the Flowroute Manage Portal. Navigate to the Flowroute Manage Po...

Where can I find SMS and MMS pricing?

You can find Flowroute’s pricing for SMS and MMS in the messaging section of our pricing page located here (https://www.flowroute.com/pricing-details/).

Can I call +1-900 or other Premium Cost Numbers using your service?

No. Flowroute does not support calling to premium cost or 1-900 numbers.

SIP Response Codes

Some SIP phones and all PBXs display errors or a prompt using the SIP Response codes, this document contains a list of SIP codes that can help you diagnose problems. SIP response codes, class 1 The 1xx response codes are provisional messages sent indicating call progress. - 100 Trying - 180 Ringing - 181 Call Is Being Forwarded - 182 Queued - 183 Session Progress SIP Response codes: class 2 The 2xx class of response codes indicates success. - 200 OK SIP response c...

Add Funds to Your Account

Adding more funds to your account is easy. Before you begin - You will need to have an account set up with Flowroute. If you don't have a Flowroute account, signing up is quick and easy. You can find the steps here (https://support.flowroute.com/011967-Sign-up-for-a-Flowroute-Account). - You will need to have a credit card on file. You can find the steps to add a credit card here (https://support.flowroute.com/429533-Add-or-Delete-a-Stored-Credit-Card). If you do not have a credit car...

How does Flowroute determine the specific rate charged for an outbound call?

Flowroute calculates outbound call charges based on the longest matching prefix against our full rate list, which can be found on the Flowroute Outbound Rates (https://www.flowroute.com/outbound-rates/) page. Please keep in mind those are standard rates. To download your current outbound rates in respect of any discounts you may have please log in to your Flowroute account at the Manage portal (https://manage.flowroute.com/accounts/billing/pricing/outbound/) and g to Billing --> Outbound rate...

What is QoS?

QoS is the abbreviated term for Quality of Service. Since VOIP traffic passes over your shared Internet data connection, your router needs to have some rule set which differentiates VOIP traffic from any other traffic on your network and prioritizes the VOIP traffic. QoS priorities give your call audio packets preference to available bandwidth at your site; this prevents your calls from experiencing jitter or choppy audio caused by conflicts with other traffic on your network. Most cases of po...

What is Flowroute's Direct Audio system?

This page has been moved and updated (2021) (http://support.flowroute.com/136672-What-is-Flowroutes-Direct-Media-Delivery)

Can I view usage and check my remaining balance?

You can view completed call records, associated costs for calls and purchases, and the remaining balance in real-time once you’ve logged into your account. Usage and remaining balance are both located on the Manage page on https://manage.flowroute.com. The usage is found in the CDRs & Stats (https://manage.flowroute.com/accounts/cdrs/) tab on the left. This report will show you all the calls that have occurred on the account. It will include the cost and duration of each call. When in t...

What is an MRC?

The MRC is a Monthly Recurring Charge, which is a charge which is taken out at the end of each month. This charge is visible in the “Billing (https://manage.flowroute.com/accounts/billing/)” section of your Manage page. ------------------------- What kind of monthly fees do you have? - DIDs currently on your Flowroute profile. This charge is also applied to any DIDs moved into your account from a Port Order. - Proper E911 association option applied to any DID on your Flowroute profi...

Have you tried reseating the credit card on the account

Sometimes when there is an issue with payments, you can find that the error is due to a credit card failure. This could be one of many possibilities. A few of which we will go over here. Credit card is - not replenishing - not being changed when attempting to update card information - not processing charges due to zip code error Not replenishing: - A credit card will only be charged until the max amount has been reached (unless you specify it be unlimited.) However, this...

How to add a new credit card or update an existing card

When you are in need of adding a new credit card or updating an existing one, steps below should help you get those accomplished. You will first need to log into the Flowroute Manage site. The Dashboard page (https://manage.flowroute.com/accounts/profile/) is where a fresh login will begin. Then you can follow these steps below: - Navigate to Preferences (https://manage.flowroute.com/accounts/preferences/) - Select the top tab with the name: Balance Management (https://manage.flowr...

Can I Call Toll-Free Numbers Using Your Service?

Yes. Toll-free termination and inbound service are supported by Flowroute. Termination - We terminate toll-free North American Numbering Plan Administration (NANPA) traffic free of charge. Supported term toll-free numbers +1800 +1888 +1877 +1866 +1855 +1844 We also offer inbound services: Inbound - Supported toll-free inbound calling is priced at the rate of: $0.0195/min

How do I Set the Caller ID Number I Want to Transmit?

Flowroute transmits the Caller ID Number based on the presence of one of the following header fields in order of preference. - CNAM - is controlled separately in your Flowroute account for US numbers. To set CNAM, please see this article (https://support.flowroute.com/864912-Set-an-Outbound-Caller-ID-Name-CNAM-Storage). - Caller ID - Used for non-US numbers. If the Caller ID is used, the CNAM will be passed along with the SIP signaling. Even still, it is not guaranteed to be intact as th...

Which VoIP protocols and which codecs do you support?

At the moment, Flowroute only supports SIP for signaling. - Supported media codecs are G.711a /G.711u and G.729. - Flowroute also supports T.38 standard. We process it with no extra requirements beside what would be required for a Flowroute voice line, and your destination supporting the same protocol. - Please contact your fax equipment provider if you are unable to complete a fax with quality audio on the voice line.

How to set up DID aliases

When reselling Flowroute services, there are several options to consider in deciding how best to leverage the Manage Portal to suit your needs. Here are a couple of recommendations from the team: - Do you have a small number of very large customers? If so, it might make the most sense to create an account for each customer and manage their logins for each account. When choosing this option, please notify sales@flowroute.com (mailto:sales@flowroute.com) when you create an account for each ...

Manual Review Process Guidelines

"Additional Information Needed" There are times where our automated fraud detection system will flag an account for additional manual review. If this happens while creating your account; we will need some information to permit the review process to continue. If you arrive at the page: “Additional Information Needed” while attempting to set up your account; The best practice is to gather a few documents and email support@flowroute.com (mailto:support@flowroute.com) to let us know you are enc...

Which states / countries/ area codes can I purchase DIDs in?

You can purchase DIDs for the following U.S. states and Canadian provinces/federal territories: United States DID Coverage Canadian DID Coverage - Alabama - Alaska - Arizona - Arkansas - California - Colorado - Connecticut - Delaware - Florida - Georgia - Hawaii - Idaho - Illinois - Indiana - Iowa - Kansas - Kentucky - Louisiana - Maine - Maryland - Massachusetts - Michigan - Minnesota - Mississippi - Missouri - Montana - Neb...

What is Flowroute?

Flowroute is the leading provider of communication services for SaaS-based companies. Flowroute gives developers and enterprises carrier-quality services with unprecedented performance, transparency, and control to add voice and messaging capabilities into their apps and services to create unique user experiences.

What is a high cost surcharge?

In basic terms, a high-cost surcharge is a charge found on the account when an excessive number of calls are going to a destination that costs more that the standard rate. In an effort to continue offering blended rate, we automate the surcharges which are outlined in the Flowroute service agreement. Flowroute's costs to terminate calls to high-cost regions significantly exceeds our blended per-minute rate, in some instances in excess of 900%. As a courtesy, these surcharges are applied only t...

Purchase a local number with a specific area code, prefix, or pattern (local vanity numbers)

This article applies to you if you need a local phone number with a specific: - area code—for example, an exhausted New York City area code such 212 - prefix - pattern—for example, 212-555-DOUG We can order numbers for you but we cannot guarantee a specific area code, prefix, or pattern. If we don't have the number you want in our inventory, then we advise that you might try to purchase it from one of the 3rd-party sites below or other similar sites. These companies specialize in...

Which payment methods can I use?

Through our integrated credit card processor; Flowroute accepts: - Visa - MasterCard - American Express - JCB - Discover - Diners Club cards Additionally, we accept gift cards and prepaid cards from one of the above-mentioned credit card companies for an established Flowroute account. There is the ability to also provide ACH or Wire Transfers this information may be requested from support@flowroute.com (mailto:support@flowroute.com) or submit a ticket (https://support.flow...

What are federal USF charges, and am I exempt from them?

The federal Universal Service Fund (FUSF) is a federal program created by Congress to help ensure telecommunications services are available to all consumers nationwide. The FUSF is administered by the Federal Communications Commission (FCC) and the Universal Service Administrative Company (USAC). The FCC requires all telecommunications providers to contribute to the FUSF based upon a percentage of their interstate and international end-user telecommunications revenues. This percentage is known a...

How can I get a vanity Toll-Free number?

Flowroute can search for and acquire vanity available toll-free numbers (TFNs) which are not in use. Vanity TFNs are toll-free numbers that have particular strings or number sequences in them, for example 1-855-MORNING, or 1-844-24-WAIT. To request a search for a vanity TFN please submit a request to Flowroute Porting team via email at porting@flowroute.com (mailto:porting@flowroute.com?subject=Request%20a%20Vanity%20Phone%20Number). Include the requested string and any other particular informa...

Does Flowroute offer postpaid service?

No. At this time Flowroute provides its service with a pre-paid payment system. If you want more information on the payment system, review this link: Payment Options (https://support.flowroute.com/841266-Which-payment-methods-can-I-use)

Does Flowroute Pass a Caller ID?

Flowroute offers the service for you to provide the called destination with a DID ID or a CNAM. You will need to establish a CNAM Storage (https://manage.flowroute.com/accounts/cnam/) ID to allow for the destination to request a CNAM dip. How it works: You make a call to a destination. If the destination has the capability to perform a CNAM dip, the destination’s provider will request a CNAM dip from a national database. This database has been given your CNAM storage information you instructed ...

How does Flowroute's billing work?

Your current account balance is the sum of all deposits to your account, minus debited transactions, per-minute call costs, and CNAM lookup fees. You will need to add the amounts on each of the pages below to determine your total cost of services. If at any time your account balance goes negative, all services are suspended. To restore services, you will need to make a payment to your account and bring the balance positive again. Services are immediately restored upon bringing the balance to a ...

How do I cancel my Flowroute account?

To cancel your Flowroute account, please log on to your account at Flowroute Manage (https://manage.flowroute.com/accounts/login/) and do the following: - Update/confirm the physical address on your account under Preferences -> Account Information (https://manage.flowroute.com/accounts/preferences/). - Email us the following account authorization information from the Dashboard > Account Profile (https://manage.flowroute.com/accounts/profile/) page: - Name - Email - ...

Set Up IP-based Authentication for Outbound Calls

If your phone system has a Static IP address[1] (#note1), we recommend using IP-based authentication for your outbound call authorization. Before you begin Have the following information ready before setting up IP-based authentication: - Your Flowroute Tech Prefix found on your Account Profile (https://manage.flowroute.com/accounts/profile/) page. - A list of IP addresses prepared to set up IP-based authentication To set up IP-based authentication: - On your PBX phon...

Add or Delete a Stored Credit Card

Flowroute currently accepts Visa, MasterCard, American Express, JCB, Discover, and Diners Club cards. However, in order to make a payment on your account, you must first have a credit card on file. Once a credit card is added, you can use that card for recharging your account or for setting up auto-replenishment on the account. We also accept gift cards and prepaid cards that are from one of the credit card providers listed above. In this article: - Add a credit card (#addcard) - De...

Purchase a DID

Purchasing a direct inward dial (DID), also known as a telephone number, is a quick and simple process. The steps below guide you in purchasing one or more DIDs. Before you begin - You will need to have an account set up with Flowroute. If you don't have a Flowroute account, signing up is quick and easy. You can find the steps here (https://support.flowroute.com/011967-Sign-up-for-a-Flowroute-Account). - There are setup fees associated with purchasing a DID, oftentimes very minimal. You...

Set up a Destination Whitelist

A Destination Whitelist allows you to choose countries that you'll always be able to call, regardless of the outgoing rate. You can use a whitelist in addition to setting a maximum outbound rate. Calls to countries added to the whitelist can always be offered, regardless of any rate change or a lower maximum outbound rate is set. For example, if you've set a maximum outbound rate of US $0.0299 for outbound calls, but you know you will always need to call India, you can add India to a whitelist. ...

How to update your account information

In this article, you will see links on how to update your Flowroute account information. The account panel includes the Flowroute account contact information, portability email address, primary email address (also used as Flowroute manage portal username), manage portal password, and local time zone to be used for CDRs. At Flowroute, we help the process of getting your account up and running almost as soon as you need it. If you have any questions after you have read the links, please contact u...

View Your Telephone Numbers (DIDs)

- Login to your Flowroute account (https://manage.flowroute.com). - Click DIDs from the main menu on the left panel. - Manage your DIDs under the Manage tab is displayed by default. On top of all the DID actions that you can perform, you can also download your DIDs in CSV format by clicking "Download your DIDs (.csv)" on the top right. - The default number of records shown is "25". You can change this selection to "50" or "All." If your entries are paginated, you should be able to ...