Yes! In most cases, you keep all your numbers.

1. Our voice network spans 4 different data centers around the US. We currently operate out of facilities in New Jersey, Dallas, Las Vegas, and Atlanta.
   This diversity and redundancy allows you to take your phone anywhere! If you can plug it in and connect to the internet, it works!

If a call comes in and there’s no power or internet, we can forward the calls to our app so that they go straight to your mobile device or an off-net number you designate.

If your customer leaves a voicemail we can send a copy of that to your email so that you don’t miss a beat.

Our solution is built so you never miss a call!

After a 15-minute discovery call, we’ll find the right solution for you. From there we’ll have your new secure service up and running within 10 business days.

It is not common for Landstar Telecom to connect a SIP Analog Adapter to an alarm panel or credit card terminal and expect the system to work.

In the case of Credit Card Terminals, we recommend contacting the merchant processing company and requesting an IP-based or "dual-com" Credit Card Terminal.

However, using any VOIP service and Alarm System can pose problems because an alarm system is designed to send its signals over an analog phone line. To transmit emergency signals properly using VOIP, the signal must be converted to digital and then converted again to analog. It is during this conversion that problems develop. Usually, the signals arrive at the central monitoring station with errors (due to latency, jitter, or packet loss), or not at all.

Knowing this, some alarm companies have taken steps to try to make their transmissions more reliable. These include sending the same data up to 8 times to maximize the chances that it is transmitted successfully.

Additionally, for modern alarm systems, there are two formats used for transmitting information from an alarm system to the central monitoring station: SIA and Contact ID. It has been said that the SIA format works more successfully with VOIP than the Contact ID format. Contact ID pre-dates SIA and is therefore more widespread in use. SIA stands for Security Industry Association and is the newer universal standard for alarm communication. Therefore, alarm companies will often ensure that customer premise equipment is SIA compatible if they know that VoIP will be used.

As a result, it is highly advisable to consult with the alarm company before providing any type of alarm service over VoIP.

Remember, no system is perfect. It’s imperative to thoroughly test the alarm system over the new VOIP system repeating the test many times to achieve a statistical significance ascertaining expected reliability (reliability = successful transmissions ÷ total transmissions).

Yes.
However, if voicemail is disabled, the call will fail and disconnect.

In general, no.

Special carrier agreements typically need to be put in place for low-quality traffic (low ASR/Answer Rates). Landstar Telecom uses LCR in combination with several carriers, which doesn't allow for the low-quality traffic typically associated with these dialers. If you wish to contact a known customer base, we recommend using vBroadcast.

Please note, you also must comply with FCC's Do Not Call list if you plan to use a dialer for outbound dialing campaigns.

In general, Landstar Telecom does not support number spoofing if the DID isn’t directly associated with our platform.

At this time, if you have an active LOA and if the phone number is in “Port In” status, Landstar Telecom will allow number spoofing. The communication industry’s standards are not yet clear regarding how port-in number spoofing will be treated in the future. Our number spoofing policy is subject to change due to this uncertainty.

Understanding the Issue

This is not a STIR/SHAKEN Issue.

Wireless providers, including Verizon, use systems similar to NomoRobo to identify spam calls. These systems evaluate calls based on a scoring system. When calls exceed a certain threshold they are marked as SPAM, it is up to the Termination Provider receiving those scores to decide what scores should be marked as SPAM and what the tags state. It's important to note that these evaluations are largely based on the origin Caller ID (1NPANXXXXXXX) and are not directly related to STIR/SHAKEN protocols. This can be observed where some calls have the STIR/SHAKEN Checkmark on the cell phone but are still marked as SPAM. The STIR/SHAKEN signing token doesn’t always make it from the originator to the termination provider due to the complexities of the PSTN.

Solutions

The most effective approach to combat this issue with AT&T, T-Mobile, and Verizon is to proactively register your Caller ID with freecallerregistry.com (for US numbers) or hiyahelp.zendesk.com (for Canadian numbers). Detailed instructions on how to register can be found at the end of this article. This service is provided by TNS and communicates with Hiya, First Orion, and TNS — providers that service AT&T, Verizon, and T-Mobile — ensuring your number is less likely to be tagged as SPAM. For best results, submit your numbers in an 11-digit format, although 10-digit submissions are also accepted. Typically, numbers are cleared of SPAM tags within 2-5 days; however, they may be re-flagged based on calling patterns or user reports.

It's advisable for legitimate businesses to register their numbers before they are tagged as SPAM. Certain businesses, like debt collectors or lead generators, may find it more challenging to avoid SPAM tags. Strategies such as acquiring new numbers, gradually increasing usage ("warming up"), and rotating numbers can help maintain a clean status.

Starting January 15th, 2024 we have seen an industry wide uptick in the number of calls being marked as SPAM on the Verizon Network or providers who use HIYA and First Orion. Numbers that are not registered in their databases may automatically be marked as SPAM. The process to remove numbers as SPAM takes 2-5 days. freecallerregistry.com submits to TNS/First Orion/HIYA all at once. You will receive email verification from each of them after submission.

On February 8th, TNS identified a bug that was introduced to their code that greatly increased the likelyhood of calls being marked as SPAM industry-wide.

Calls Labeled as Potential SPAM or Being Blocked?

Multiple companies provide analytics, each with their own tracking and radar systems. It is possible your numbers are being blocked or labeled as SPAM due to false flagging.

Let Analytic Providers Know

• Free Caller Registry: (First Orion, Hiya, and TNS) This free portal helps entities reach the analytics companies that support the major wireless carriers in the US. The Website is operated by TNS, and works directly with Hiya and First Orion who provide services for AT&T, T-Mobile, and Verizon.

• Submit numbers as 11 digits, 10 digit submissions are not likely to impact SPAM statuses.

Note: Analytics companies will review the requests and may still flag calls depending on their analytics, termination user spam reports, or independent research.

Let the Carriers and Database Providers Know

If you know the carrier/provider that may be falsely identifying, blocking, or labeling your number(s) in the databases that feed this information, please contact them directly using the contact information below.

• AT&T:
  • Call: 800-337-5373
  • Email: dl-GFMOBusinessFra@ATT.com
  • Contact via website: hiyahelp.zendesk.com/hc/en-us/requests/new 
  • Calling parties can also provide feedback at Submit a request – Hiya (zendesk.com)
• CenturyLink:
  • Email: robocall.reporting@centurylink.com
  • Contact via website: nomorobo.com/contact and choose “Report a Number.”
• Comcast Xfinity:
  • Contact via website: xfinity.com/support/articles/report-call-blocking-errors
  • Call: 844-963-0215 (Please see the page above for specific details that should be included in voicemail).
• First Orion:
  • Free Caller Registry submissions automatically submit to First Orion as well.
  • Contact via website: calltransparency.com.
• Frontier:
  • Email: nospam@ftr.com, or contact Nomorobo.
• Hiya:
  • Free Caller Registry submissions automatically submit to Hiya as well. 
  • Contact via website: hiyahelp.zendesk.com/hc/en-us/requests/new.
  • Hiya provides a service for legitimate businesses to register, through connect.hiya.com.
• NoMoRobo:
  • Contact via website: nomorobo.com/contact and choose “Report a Number.” Nomorobo has a white list feature to which subscribers can add numbers in order to prevent erroneous blocking.
  • Email: reports@nomorobo.com
• Sprint:  
  • Call: 888-211-4727
  • Report to https://reportarobocall.com/trf/
• T-Mobile:
  • Contact via website: https://callreporting.t-mobile.com/
  • Contact through First Orion at calltransparency.com
• TNS:
  • Free Caller Registry submissions automatically submit to TNS as well. 
  • TNS provides a portal on its website for identifying inaccuracies through its robocall feedback website, reportarobocall.com/trf, and it allows companies to subscribe to alerts to inform them when the number is classified as a spammer, spoofer, scammer, or robocaller.
• US Cellular:
  • Call: 888-944-9400
  • Contact via website: uscellular.com/support/robocall/index.html
• Verizon: 
  • Contact via website: voicespamfeedback.com/vsf/
• Windstream: 
  • Call: 800-347-1991
  • Contact via Website: windstream.com/Support/Phone/Troubleshooting-repair
• YouMail:
  • Email: TNissues@youmail.com

Note: When sending requests to the NoMoRobo and YouMail email addresses listed above - please include the calling number, name associated with the number, and details regarding why it is not a spam number.

What about Spoofing?

Separately, if you believe you are a victim of spoofing, you can visit the following URL

https://www.fcc.gov/consumers/guides/spoofing-and-caller-id

If you are instead suspecting calls that are coming from spoofed numbers see our FAQ article - How do I handle calls from suspected spoofed DIDs?

Registering Your Caller ID

For US Customers

1. Go to Free Call Registry 
2. Select Register Here
3. Complete the following fields:
   • Company Numbers: Add numbers here and the caller ID associated with the number. You can enter multiple numbers.
   • I believe my calls are: Real Estate
   • Contact Name: Your name
   • Company Phone: Your cell phone number
   • Email: Your business email
   • Calling Company Name: Your business name
   • Calling Company Address: Your business address
   • Calling Company URL: Your business website URL
   • Service Provider(s): Twilio
   • Calls per month: Provide the number of calls per month (can be pulled from call reporting)
   • Feedback: Provide the feedback you have received from leads and how your calls are labeled
4. Click Send Verification Code to send a verification code to the email address provided
5. Paste the Verification Code received from the email and click the Submit button

For Canadian Customers

1. Go Hiya's Submit a Request form and complete the following fields:
   • Please Choose your issue below: I have a problem with the information shown for my phone number
   • Your Email Address: Add your email address
   • Description: Describe the issue
   • Does the number belong to a business or a person?: Business
   • Do you want to register your phone numbers and information with Hiya?: Yes, I would like to provide information Hiya can use for reputation and to identify my calls
   • Would you like for us to change or remove your information?: Change
   • I believe my number is wrongly flagged by spam: Check the box
   • Phone number(s) that need action: Add the numbers to register here. You can enter multiple numbers.
   • Country Code: Canada (+1)
   • Business Name/Display Name: Company Name
   • Business Website: Website URL (add https:// before your URL)
   • Your Name and Title: Full name and position
   • Are you contacting Hiya ON BEHALF of another business? NO
   • Average Monthly Call Volume: Add call volume
   • Wrong Caller ID Name: What the caller ID is showing currently
   • I accept the terms and conditions for registering: Check box
   • Please inform me on other ways that Hiya Connect can improve my contact rates: Optional
   • Attachments: Attach any images you may have of the caller ID
2. Submit the form

Unfortunately, there is not a way to identify spoofed numbers because they come along the same path and look the same as a legitimate phone call. You or your customer can report these calls to the FCC for further investigation. Below are some helpful links on Spoofing:

https://www.fcc.gov/consumers/guides/spoofing-and-caller-id
https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744
https://opendata.fcc.gov/Consumer/CGB-Consumer-Complaints-Data/3xyp-aqkj

It is not common for Landstar Telecom to connect a SIP Analog Adapter to an alarm panel or credit card terminal and expect the system to work.

In the case of Credit Card Terminals, we recommend contacting the merchant processing company and requesting an IP-based Credit Card Terminal.

However, using any VOIP service and Alarm System can pose problems because an alarm system is designed to send its signals over an analog phone line. To transmit emergency signals properly using VOIP, the signal must be converted to digital and then converted again to analog. It is during this conversion that problems develop. Usually, the signals arrive at the central monitoring station with errors (due to latency, jitter, or packet loss), or not at all.

Knowing this, some alarm companies have taken steps to try to make their transmissions more reliable. These include sending the same data up to 8 times to maximize the chances that it is transmitted successfully.

Additionally, for modern alarm systems, there are two formats used for transmitting information from an alarm system to the central monitoring station: SIA and Contact ID. It has been said that the SIA format works more successfully with VOIP than the Contact ID format. Contact ID pre-dates SIA and is therefore more widespread in use. SIA stands for Security Industry Association and is the newer universal standard for alarm communication. Therefore, alarm companies will often ensure that customer premise equipment is SIA compatible if they know that VoIP will be used.

As a result, it is highly advisable to consult with the alarm company before providing any type of alarm service over VoIP.

Remember, no system is perfect. It’s imperative to thoroughly test the alarm system over the new VOIP system repeating the test many times to achieve a statistical significance ascertaining expected reliability (reliability = successful transmissions ÷ total transmissions).

There is generally no need for you to configure port forwards or firewall rules.

In certain situations, however, it may be necessary to allow these ports in your firewall. We recommend utilizing the subnet ranges, as there may be more than one server on one Geo Node that can serve the same function. The following are ports that are in use by our systems.

If you need a list of IP addresses and subnets, please reach out to our support team.

TCP 80, 443 Web UI's and provisioning servers
TCP 80, 442, 443 Instant Fax server
UDP 5060 SIP signaling
TCP 7000, 7001 Fax ATA
TCP 8001, Web Sockets
TCP 8000, Text-to-Speech
UDP 8889, Web Meetings and Video Conferences
UDP 17000-35999, RTP
UDP 8090, 20000, NPAT (Network Performance Assessment Tool)
TCP 80, 443, NPAT (Network Performance Assessment Tool)
TCP - 443, 9002 (Encrypted Web Socket Traffic)
UDP - 443, 30000-40000 (Audio communications over DTLS, which is TLS for UDP)

The ConnectUC Client uses encrypted WebSocket connections on ports 443 TCP/UDP and 9002 TCP. Additionally, audio communications are achieved via DTLS (TLS for UDP) on ports 30000 - 40000 UDP.

The ConnectUC Client's web socket connections and api connections utilize Amazon's Elastic Load Balancer service. Consult AWS documentation for more information. It is recommended that our subscribers allow traffic to ws.connectuc.io, api.connectuc.io, and *.reachuc.com versus trying to lock down traffic to particular IP addresses.

The ConnectUC Client SMS and Chat features utilize Chime. Subscribers may need to ensure that these services are not blocked. Consult AWS documentation. It is recommended that the customer allow traffic to *.ws-messaging.chime.aws.

If you are using our Fax ATA, that traffic is sent to ata.instant-fax.com

Yes. However, If voicemail is disabled for an extension, the call will fail and disconnect.

The Calling Card feature means a caller calls into a Toll-Free number and enters a PIN to initiate an outbound call.
No, Landstar Telecom does not offer or support Calling Card Features.

ZTP servers are a convenient way for individual phones to obtain the address of the proper provisioning server. They are typically Servers controlled by the manufacturer that allow you to input a MAC Address and a provisioning server URL. ZTP Servers do not house the configuration file itself.

When the phone powers on, it will check in with its manufacturer's ZTP Server. If the MAC address exists on the ZTP Server, the phone will automatically grab the provisioning link and attempt to pull its configuration file.

Landstar Telecom maintains access to ZTP servers for most major phone brands, making deployment of your phones easy with little to no hassle!

When you subscribe to hosted voice service from Landstar Telecom, we do an API Call to the ZTP Server after receiving the MAC address of the phone from the distributor. So when you receive and connect your phone or device to the internet, the phone will automatically reach out to our provisioning service. The device information is also pushed the PBX and NDP so it can be easily configured by our support team.

Landstar Telecom can generally provision these devices. However, this will require a ticket with our support team, with proof that you are in possession of the device.

We will handle the rest!

We always recommend the latest version of Google Chrome. Although most browsers should work, our platform is designed with Google Chrome in mind.

Due to regulations implemented by the country of China in 2022, it is increasingly difficult to guarantee completion to Chinese phone numbers. Carriers are regularly and globally blocked at the Countries Firewall for violating their strict guidelines.

China implements IP blocking for trunks with carriers that violate any of the following:

• A less than 3 minute phone call duration average.
• Any unsolicited marketing calls.
• High volume of repeated calls (to > from) in the same rolling hour.
• High volume of unanswered calls.
• Spoofed calls.

Due to these restrictions, and several of our upstream providers being blocked; Call completion to China is considered best effort only.

More and more countries are starting to block their domestic numbers from foreign countries unless it's a wireless provider.

For example, if you are out pulsing an Australian number and call Australia, you will likely get rejected because Australian carrier's can see that it's coming from a US Carrier, which is an illegitimate call in their eyes (rightfully so).

Due to these restrictions, Landstar Telecom can only provide Support for US and Canada numbers to other countries; everything else is going to be best effort only.

Most of the time, the timezone used by the device is based on the primary account registered on it. Depending on the device model, Landstar Telecom support can identify which timezone is being provisioned on the device through the configuration file on our provisioning servers. However, there are cases where the provisioned timezone is different from what is displaying. There is a possibility that a previous setting is being cached locally and we suggest restoring the device to factory settings to clear it. Re-provisioning the device should fix the issue.

If you are using OpenDNS, and have the category of Infrastructure blocked, your phones will resolve to an incorrect IP Address. OpenDNS recommends adding the domain outboundproxy.com to the "Allow List," "Never Block" List or not to block the Infrastructure category.

A packet capture that is filtered on 'DNS' from the phone or your Network will help us identify if this is the problem.

TRS stands for Telecommunications Relay Service. This is a free service that enables persons with hearing or speech disabilities to use a Text Telephone (TTY) or other devices to call persons with or without such disabilities. Once TRS is enabled, anyone can dial 711, whether dialing to a TTY device or calling from a TTY device.

1. The user with hearing difficulties dials 711 using a TTY device, providing the Communication Assistant (CA) with the recipient's number and message.
2. The CA initiates a standard outbound call, gives the recipient instructions on what to expect on the call, and conveys the message.
3. The recipient engages in conversation with the CA.
4. The CA transmits the conversation via TTY to the user with hearing impairments.
5. The user with hearing difficulties reads the response and responds accordingly until the call concludes.

For more information about TRS, please visit https://www.fcc.gov/trs or https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs

TTY stands for Text Telephone. In VoIP, These are typically analog devices that would connect to an ATA in order to dial 711. The text-based message can be sent to another TTY device that is designed to receive the signaling or can be sent to the TRS to relay the communication to voice. There is also computer-based TTY software, such as ipTTY, that serves the same purpose.

• Individuals who are hard of hearing can utilize TeleType (TTY) devices to dial 711. Most analog TTY physical devices are compatible when used with an Analog Telephony Adapter (ATA), such as a Poly Obi300
• Hamilton CapTel 2400i
  
• UltraTec Uniphone-1140
  
• Ultratec Minicom IV TTY UTI-MC4