If I have a technical problem, what should I do?

First peruse the online FAQs and resources under babyHELP. If these do not provide a solution, please contact the babyTEL support department.

 

 

What OS (operating system) does the babyTEL softphone support?

Currently babyTEL only provides a Windows version of the softphone. If you have a Mac or some other type of OS, you can download a supported softphone from a number of other sources. To use a third party softphone you must be subscribed to a babyTEL plan with a babyTEL softphone or adapter (babyBOX) and you must also subscribe to the multiple-device option. After subscribing to a babyTEL plan, login to your account and add a device to your babyTEL subscription, then contact us for the babyTEL-related configuration settings you need to set up your softphone.

 

 

 

Does my computer need to be online to receive calls?

Only if you are using your softPHONE. Your computer does NOT have to be online to receive a call on any telephone connected to a babyBOX.

 

How do I download the babyTEL Softphone software and set it up on my computer?

If you have subscribed to a babyTEL package that includes a softphone, you will receive an email with complete instructions on how to download, configure and use the softphone. Please note that at present babyTEL only provides a Windows version of the softphone.

 

 

 

I have a home network with several computers and other devices connected to it. Will the babyTEL hardware and services work with my setup?

Yes, very easily. If your router has a spare network jack (Ethernet jack), simply connect our babyBOX (analogue telephone adapter) to this jack. Connect an ordinary touchtone telephone set to the babyBOX and you are ready to enjoy the babyTEL services.

For detailed information on the many possible configurations, please peruse the babyBOX Installation Manual in the babyHELP section.

 

 

 

Can I use babyTEL devices from behind my firewall?

Yes. However, for some firewalls you may need to make a minor adjustment to avoid a rare situation where incoming calls can be blocked by your firewall. If unsure of how to make the recommended changes below, refer to the firewall help or contact your firewall provider for assistance.

Consistent NAT:

Firewalls that do no not use a Consistent NAT can block incoming calls. In this situation the firewall changes the address/port to which babyTEL needs to send the incoming call. If a call arrives at that moment, before babyTEL is notified of the new address/port, then that call will not reach your device. To avoid this, change your firewall setting to enable Consistent NAT.

SIP-aware firewalls:

SIP-aware firewalls can prevent calls from reaching your device. If this is the situation, disable the SIP awareness option on the firewall.

Strict firewalls:

In the case of very strict firewalls, such as the ones allowing traffic only on limited well-known IP ports, your incoming calls may be blocked. Add a rule to allow incoming UDP packets from nat.babytelusa.com to be redirected to your device.

 

 

 

Does babyTEL recommend specific brands or types of hardware, such as routers, computers and telephone sets?

babyTEL does not make any specific recommendations. babyTEL hardware and services have been tested extensively on a variety of systems and have been found to work flawlessly with most brands and types available. Specifically, babyTEL's offerings are fully compatible with:

(a) Most routers on the market
(b) Macs and PCs
(c) Most touchtone telephone sets

Please note that at present babyTEL only provides a Windows version of the softphone.

Should you have a problem after installing our hardware/software, please contact the babyTEL support department.

 

 

 

My babyBOX telephone has stopped working. What should I do?

Rebooting the babyBOX may restore your connection. If not, a full system reboot may be needed. Please refer to the following FAQs for procedural details:

(1) How do I reboot the babyBOX?
(2) How do I reboot my system?

 

 

 

How do I reboot the babyBOX?

First, why it becomes necessary:

You notice that the VoIP light on the babyBOX is off and you can't make a babyBOX telephone call. This may be due to an interconnecting cable having become disconnected or there might have been a power surge. So, first ensure that all the connections are secure. Then reboot the babyBOX, as follows.

Reboot procedure:

(1) Unplug the power cable from the babyBOX.

(2) Wait 10 seconds, then plug the power cable back in.

(3) Wait 2 minutes for the babyBOX to boot up. When the lights on the babyBOX stop flickering and the VoIP light is on, it is ready for use.

Pick up the receiver to confirm that there is a dial tone.

 

 

 

How do I reboot my system?

First, why it becomes necessary:

Thunderstorms, power outages and other sources of power surges can cause loss of synchronization and disruption of communication links. So, if you can't make a call from your babyBOX telephone and/or can't connect to the Internet, you may need to reboot your entire system.

Reboot procedure:

This consists of powering down, then powering up your equipment in the order shown below. You do NOT have to disconnect any of the interconnecting cables.

A. Power down:

(1) Cable/DSL modem: Turn the power switch off, or unplug its power cable.

(2) Router, if any: Unplug its power cable.

(3) Hub, if any: Unplug its power cable.

(4) babyBOX: Unplug its power cable.

(5) Turn off your computer(s).

Wait 10 seconds.

B. Power up:

(1a) Cable/DSL modem: Turn the power switch back on, or plug in its power cable. Wait until its lights indicate that it is ready. (Usually 2 minutes.)

(2a) Router, if any: Plug in its power cable. Wait until its lights indicate that it is ready. (Usually 2 minutes.)

(3a) Hub, if any: Plug in its power cable.

(4a) babyBOX: Plug in its power cable. Wait until its lights stop flickering and the VoIP light is on. (Usually 2 minutes.)

(5a) Turn on your computer(s) and wait until it has rebooted.

You should now be able to make a call using the babyBOX telephone or surf the Internet.