Frequently asked questions
Will VATRIX work with alarm panels?
Normally, alarm signals are designed to travel through analog telephone lines. VATRIX’s digital signals must be converted from analog to digital back to analog again which can lead to multiple issues.
What ports will I possibly need to open in my customer's firewall?
You usually should not have to open a customer’s firewall. However, if the need ever arises, view the following information: • 70.42.44.0/24 - New Jersey • 75.98.50.0/24 - Dallas • 216.24.144.0/24 - Las Vegas • 199.21.246.224/27 - Minneapolis • 207.254.80.0/24 - Atlanta • 18.209.52.107/32 - Fax ATA The following protocols and ports are used by our systems: Protocol Port/s Use TCP 80, 443 Web UI's and provisioning servers TCP 80, 442, 443 Instant Fax server TCP 7000, 7001 Fax ATA UDP 5060 SIP signaling UDP 8889 Web Meetings and Video Conferences UDP 17000-35999 RTP The following ports are used by the Vatrix app: • TCP - 443, 4998, 5060, 7080, 24998 • UDP - 4998, 10000-65535(for RTP/RTCP packets)
After the chosen ring timeout, will calls default to voicemail?
Yes, unanswered calls within the specified timeout will go to voicemail.
What browser should I use for VATRIX?
VATRIX is designed for the latest version of Google Chrome, so using this browser would provide you with an optimal experience.
What is MTU?
MTU, or maximum transmission unit, is a measurement of the largest byte packet that the customer’s networking equipment can handle and process. Usually, this number is automatically set but if there are issues completing calls it may have to be adjusted. A good rule is to generally set an MTU value of around 1,500.
What do I do if the time or date on a device is wrong?
The time zone of the device should be based on the device’s primary account settings. If the time and date are incorrect on the device the device’s factory settings should be restored.
Can I do video calls on VATRIX with a Yealink T58V, Polycom VVX 1500 or other video phones?
Yes, if the video call is made On-Net. Also note that video calling requires large amounts of bandwidth for both the calling and receiving parties.
What is SIP ALG and should it be on or off?
SIP ALG (Session Initiation Protocol Application Layer Gateway) is a private-to-public IP address conversion tool that is a bit outdated. It was created when there was not a useful NAT (Network Address Translation) solution for hosted PBX (Private Branch Exchange) systems. Vatrix’s system prefers private IP addresses over public IP addresses. The majority of the time, SIP ALG should be turned off.
What is a UDP Timeout?
A UDP (user diagram protocol) Timeout is the amount of time a UDP Pinhole (essentially a virtual server or data forwarding service) is open on a firewall or router. This time usually ranges between a few seconds and a few minutes. Vatrix recommends a UDP Timeout time of 30 seconds or 60 seconds because anything longer poses a security risk. UDP ports need to be opened from inside the customer’s network. That port is only open for the set timeframe to receive the transmission. If the timeframe is too short then the firewall in place will close the port without any information being transmitted. UDP timeouts are easily recognizable because of their five duplicated messages symptom. There will be five SIP messages sent quickly with no responses.
Why can’t my phone register when I use OpenDNS?
This happens when the infrastructure is blocked. OpenDNS recommends adding outboundproxy.com to your “Allow List” or to not block the infrastructure category. An easy way to identify the issue is by seeing if the packet capture is filtered by “DNS.”
What is a softphone?
“Softphone” refers to the software of phone calling over the internet.
What options do I have for softphone?
VATRIX softphone services provide a few different options. VATRIX Auto Attendant, though not a softphone, works with your existing physical phone or softphone and allows you to manage Presence, Transfers, Call Parking, Call Queues and more. The VATRIX mobile app lets you access the full capabilities of the PBX while on-the-go. This should not be a complete replacement of an office softphone system but rather supplementary to it.
Can I grant access to my account to others without sharing my password?
Sometimes an account has to be shared, but no one should ever have to pass around their password. Vatrix lets you generate a one-time password that can be shared with whoever needs it.
I want to disable the “your call is being transferred” prompt. Can I?
Yes, it can be disabled. Create a support ticket for it and include a link of the prompt’s call trace.
What features are not supported under BYOT?
Features not supported with your own technology are Inbound CNAM (caller ID), Nomorobo and faxing.
Why does my phone say mailbox full when there is no voicemail?
There are two scenarios in which this might occur. The first scenario is that the fax portal has reached its storage limit. Faxes and voicemail share the same storage, so even if there are voicemails, if there are many faxes being stored it may show your mailbox as being full. A way to alleviate this is to set your data box limit to unlimited. The second scenario is if SUBSCRIBE messages for MWI (message-waiting indicator) are not delivered. In this case, the Force Notify feature needs to be enabled. Doing this will increase network traffic for each device so if your network allows and receives voicemail normally, this should never be applied.
How can international calls be enabled?
International dialing is disabled automatically so in order to turn on the feature, a support ticket with stated request must be submitted.
How do I route a DID to a fax?
Go to the Manage DIDs portal. This portal will give you an option to route a new DID to a fax.
How do I see a report on fax numbers/DIDs?
There is no specific report for fax numbers or DIDs but a workaround is to use the Phone Numbers Report and apply a “fax” keyword to filter results into fax-only.
How do I find unrouted numbers/DIDs?
There is no specific report for unrouted numbers or DIDs but a workaround is to use the Phone Numbers Report and filter for a blank “route_type.”
What is the maximum file size and length/duration for portal uploads?
Auto-Attendant, Music on Hold, Queue Introductory, Queue to Agent, Voicemail Greeting messages should be no larger than 64 MB. There are no length limits but pre-programmed prompts may play and interrupt longer messages. An Auto-Attendant greeting is capped at 1,800 seconds. Music on Hold is capped at 60,000 seconds, a time which should never actually be realistically reached. Queue Introductory messages are capped at 1,800 seconds. A Queue Message has no limit but a recommended limit is 3-6 seconds. Voicemail greetings have no time limit.
How do I handle calls from suspected spoofed DIDs?
Because they appear as legitimate calls, nothing can truly be done about them aside from filing complaints to the proper legal authority.
What is API?
API, or application programming interface, allows software or applications to communicate. They are instrumental to web development.
What is the difference between private API and open API?
Private APIs are only accessible within the authorized company. Open APIs are accessible to the public, allowing outside web developers to use them.
What is API documentation?
API documentation is essentially a guide on how to use an API.
What is Yembo?
Yembo is a software tool specifically for moving companies that uses advanced AI technology to expedite the moving process.
What is Twilio?
Twilio is a cloud-based software development and communications platform for businesses.
Is Microsoft Teams usable with VATRIX?
Yes, Microsoft Teams is fully integrated with VATRIX.
What is HubSpot?
HubSpot is a software developer for marketing, sales and customer service products.
What is VATRIX Virtual Hub?
VATRIX Virtual Hub combines each aspect of VATRIX (video, SMS, phone) and puts them into one interface.
How much is VATRIX?
Call VATRIX today to speak with an agent to determine what your business needs most.
What is HIPAA?
HIPAA, or the Health Insurance Portability and Accountability Act, was enacted in 1996 to create national standards that healthcare providers and insurance providers must follow to keep sensitive patient information and medical records private.
Why does VATRIX have HIPAA Compliance?
Because businesses that use VATRIX services to transmit PHI (protected health information) must follow by HIPAA standards.
Who is responsible for following HIPAA?
The ultimate responsibility for HIPAA Compliance rests with the VATRIX customer, not VATRIX. Please contact VATRIX accordingly and receive a Business Associate Agreement.