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The dispute period is 60 days. Complaints about all invoices that exceed this period are not accepted.
How to get an additional discount for Wildix services?
Partners may get an extra 15% or 20% on their PBXs with 1m or 1y subscription if they apply for 3y or 5y "Commitment"
Where to check Invoices or Credit Notes?
To check Invoices or Credit Notes, follow the Portal's section 'Orders and Billing' then 'Account Balance'
Can yearly support of LifeTime subscription plans be paid only for months in use?
The technical support of LifeTime subscription plans is not optional but obligatory and should be paid as a whole for the year. Wildix doesn't guarantee service availability if support of LifeTime subscription plans is not provided
How secure is the "Pay my bill" option? (for USA Partners)
Wildix top priorities are data security and service quality. To protect the Partner's finance operations and data, Wildix uses secured and encrypted channels and hosts. One of the layers - is integration with the secured financial gateways. For our US partners, "Plaid.com" is used to validate the account and routing numbers - already used around the globe by companies directly or via gateways. (https://plaid.com/blog/data-privacy-week-2022)
Am I eligible for a Bonus increase?
The Bonus Increase will be credited every month after you reach your “Bonus Increase Target”, starting on the month you achieve the “Bonus Increase Target” itself until December 2022 included.
Bonus Increase is not related no linked to the yearly goal you decide to commit to.
Bonus Increases will be withdrawn and payable back within 30 days if your results drop under your “Bonus Increase Target” for the subsequent months until Q1 2023 included.
How to estimate CN for HW converted to HWaaS?
CN for HW items is based on the following conditions:
If HW item was ordered less than 1y ago, issue 100% cost
If HW item was ordered more than 1y ago but less than 2y, issue 80% cost
If HW item was ordered more than 2y ago but less than 3y, issue 60% cost
If HW item was ordered more than 3y ago but less than 4y, issue 40% cost
If HW item was ordered more than 4y ago but less than 5y, issue 20% cost
If HW item was ordered more than 5y ago, no CN
How to get secured prices for the PBXs under the Commitment?
There are no options for secured prices for the PBXs under the Commitment. New prices will be applied for all PBXs.
What happens if the Partner has overdue invoice payments?
Search for 'CLASSOUND Orders' or 'Serial/DID Finder' reports in the WMP Portal by navigating to Dashboard → Reports → CLASSOUND Orders / Serial / DID Finder.
The Migration code is available in the Invoice.
If you are unable to locate the Migration code in the WMP Portal, please rise a CLASSOUND Customer Care ticket
How to order CLASSOUND?
CLASSOUND can be ordered through the SFPC ordering process. For more information, please refer to the CLASSOUND Activation Request
In the change order Quote -> Active Subscriptions section, remove the necessary DIDs and proceed with the order confirmation.
If the DID number has already been Ported Out to another Provider without a cancellation request, it will automatically switch to Outgoing calls mode, with no changes to renewal or billing.
How to activate Emergency Services for the DID number?
Raise the ticket to CLASSOUND Customer Care. For each number, Wildix needs to get the user's location address. Emergency service numbers will be activated once the validation process is complete.
How to dial Emergency Services?
Use the unique Emergency Call codes in your Country (911, 112, etc. ). The call needs to be done with no country codes ahead.
What is the minimum term of use by a Partner of the new DID number?
The minimum term of use for the new DID number is 6 months.
If a Partner cancels a new DID before 6 months of usage, the service fees will be applied (covering the usage of the remaining months from the 6-month period for CLASSOUND service: rent cost of DID number plus cost of a minimum 1 CLASSOUND flat subscription for each month left).
If PBX is under the "Commitment", the 6-month rule doesn't work and CLASSOUND service CANNOT be terminated before the "Commitment" expiry date.
How to monitor call data?
The system regularly sends call usage reports to all partners.
In the WMP, navigate the section 'CLASSOUND' section (right upper corner). Follow 'STATS OF CALL, LIST OF CALLS' next (infomation only related to the CLASSOUND service).
In the WMP, follow the section 'ORDERS&BILLING', then select 'ACCOUNT BALANCE'. Choose 'USAGE CSV file' from the 'DOWNLOAD' column to access detailed information about calls made from/to the PBX (only related to the CLASSOUND service).
Sign "X" represents a range of 10 consecutive numbers. For example, in the number +498****01071X sign "X" indicates that the range includes all numbers from +498****010710 to +498****010719, encompassing ten sequential numbers.
XX at the end of the number represents a sequence of one hundred numbers. For example, in case of +498****0107XX, the range includes all DIDs from +498****010700 to +498****010799
How long does it take to port the DID number?
Full porting, depending on the area and donor operator, takes 1-3 weeks. Ordering a new DID takes 1-2 business days if the requested area is available. Activation of outbound service with your own DIDs takes 1 business day. These terms exclude the day the order is placed.
Where can I see the porting date of the ordered DID number?
The porting date is recorded in the porting case within SFPC. Additionally, some information can be found in the Portal's 'CLASSOUND Orders' report.
How does the CLASSOUND FLAT apply to PBX?
Ordering of new/full-ported/outbound/FreePhone DID number ('s) comes with a CLASSOUND FLAT subscription as an integral part of the DID number service, but is activated only with Essential, Business, and Premium subscription plans.
With a Basic subscription plan, DID numbers can be used only on a per-minute charge basis.
For example, if you have 1 Premium subscription plan, 2 Essential subscriptions, and 5 Basic subscriptions - with DID number ('s) you will get 3 CLASSOUND Flat subscription plans automatically. 5 Basic subscriptions will not be considered.
If a DID number is ordered for a Client (Slave) PBX within one WMS network with Server (Master) PBX, the number of CLASSOUND Flat subscription plans will match the total number of Premium, Business, and Essential subscriptions of Server (Master) PBX. The only way to change the number of CLASSOUND Flat subscriptions is to adjust the subscriptions on Server (Master) PBX or set Client (Slave) PBX as a stand-alone system.
Is it possible to change the porting date?
Yes, it must be requested in terms of the porting case in SFPC no later than 5 business days before the confirmed porting date. Please note that there is no guarantee the new porting date will be strictly applied as per your request, as it may vary depending on the Service Provider's decision. This is a paid service: changing the CLASSOUND porting date costs 50 USD/EUR/GBP.
Where to monitor the total quantity of calls done per user for the CLASSOUND service?
The "Stats of Calls" report in the CLASSOUND section of the Portal's Dashboard provides detailed information on the number of calls made per user, measured per minute.
How to block the user's outgoing calls as soon as the threshold of 3000 minutes of CLASSOUND is reached?
There is no such preset option in the system; monitoring can be performed using external tools.
Can monthly DID numbers be ordered on 5-year (1-year) PBX?
All services associated with the same PBX must have identical terms and expiration dates. It is not permitted to connect a monthly service to a 5-year or 1-year PBX plan.
The expiration date for the PBX and all connected services must be the same. For more information, please refer to the CLASSOUND Activation Request
How to find out the exact time of porting for the DID number?
DID porting time depends on the losing carrier and can vary throughout the day. Please complete the PBX configuration at least one day in advance. By default, it is 2 PM in your time zone. If there are any delays, partners will be informed in terms of the SFPC porting case.
How to fix the issue when calls from DID numbers are indicated as 'undesirable calls' on local opponents?
For Europe: if a number is marked as spam, it may be related to the traffic profile associated with that number. Mobile phone users can block and report spam calls directly from their devices (for example, see how this works on Samsung mobile phones: https://es.hiya.com/products-smart-call ). Alternatively, you can contact Hiya or similar apps to update the information associated with the number: https://hiyahelp.zendesk.com/hc/en-us/requests/new
How many concurrent calls are available for 1 DID number?
The number of concurrent calls allowed depends on the user's subscription plan. The Basic subscription plan permits 2 concurrent calls per user, Essential - 4, Business - 8, Premium - 8
How to move the CLASSOUND service between PBXs of the same end-user?
To transfer CLASSOUND service between PBXs, please submit the ticket to CLASSOUND Customer Care. The transfer is free of charge if the service is moved 1) from UC to x-bees, and 2) in terms of the same WMS network. For all other cases, a fee of 50 USD/EUR/GBP per transfer operation applies
I am experiencing issues with calls to premium (special) numbers via CLASSOUND. What to do?
If you encounter issues with premium numbers, please submit a CLASSOUND Customer Care ticket, specifying the number and the reason for the call. Each special number is reviewed individually. After the review, the number may be permitted for permanent calling access.
How to activate Emergency Services for DID numbers of the Germany region?
Starting from 2021, Emergency Services for DID numbers of the Germany region activate automatically.
Can the range of numbers (10, 100, 1000) that have been ordered via CLASSOUND be split, or some numbers from the range that have been ordered via CLASSOUND be cancelled?
Splitting number ranges (e.g., 10, 100, 1000) or canceling specific numbers from a previously ordered range is not possible. If you require greater flexibility, please order single numbers instead.
How to test integration WMS Teams, without ordering CLASSOUND Flat on PBX?
There is no option to test WMS Teams integration without the CLASSOUND service activated on the PBX. To test the WMS Teams integration, you need to create a test PBX with WMS version: 5.03.20210623.1 or higher, add a Wildix UC-ESSENTIAL / UC-BUSINESS / UC-PREMIUM subscription plan for each user, activate CLASSOUND and then plug in WMS Teams.
How to change the amount of the subscription for Teams4wildix?
To change the amount of the subscription for Teams4wildix, raise a CLASSOUND Customer Care ticket
Where to get the price for SMS of CLASSOUND service per country?
Refer to the "Call/SMS Termination" section in the Price List on the Portal. The price per SMS is the same as the price per minute.
Can Toll-Free numbers in CLASSOUND be used for outbound calls?
Outbound calls are permitted from toll-free numbers in the USA and Canada. In other countries, outbound calls from toll-free DIDs are typically restricted.
Are there any porting fees associated with CLASSOUND?
There are no porting fees (neither port-in nor port-out) associated with CLASSOUND, except for cases involving new DIDs (see “What is the minimum term of use by a Partner of the new DID number?” in Customer Care FAQ)
Is it possible to do Emergency calls from outbound DID numbers?
No, the emergency and short-code calling option is available only for fully ported DID numbers.
Is it possible to request time (hours) for Porting?
When submitting a CLASSOUND order, you can request a porting date, but selecting a specific porting time (hours) is not possible.
The actual porting date may differ from the one requested by the Partner and depends on various factors, including the donor provider, area code, and potential issues with the documents provided by the client (end user).
The Instant Virtual Porting option (CLASSOUND Instant Virtual Porting (IVP)) allows using the DID for incoming calls before full porting is completed, regardless of the porting date or time.
What are the principles of submitting the Porting date?
If the desired porting date is specified by the partner in the CLASSOUND order request, it will be accepted for processing; however, this date is not guaranteed.
If no porting date is specified in the CLASSOUND order request, the nearest available date will be selected.
The partner must clearly specify the contract termination date with the losing provider (if applicable) in the comments section of the porting case. Wildix will not be responsible for any issues arising from the omission or incorrect entry of this date.
Can you disconnect the remaining lines with our current provider after the portability? (US/Canadian portings)?
We can request the disconnection of the remaining lines during the portability process, but it is recommended that you contact your current carrier with any cancellation questions to ensure the process is completed correctly.
Why might the caller ID not show correctly during number porting in Switzerland?
Correct CLI representation for most EU countries' destinations is allowed only when the call crosses the trunk where the calling number is registered to be marked as nationally routed. Currently, there is no such number within any of our local lines; therefore, it is accepted as an international routing for destination providers, which clears the CLI according to local regulations. While your number is being transferred, it’s temporarily not linked to our network. Because of this, some Swiss phone providers treat the call as if it’s coming from outside the country. Due to local regulations, they may hide the caller’s number in these cases.
To improve the chances of your number being displayed correctly during the transfer, we recommend enabling the “Allow third-party display” option with Swisscom. Without this setting, calls within the Swisscom network may appear as ""anonymous"".
Porting request has been submitted. Why were the numbers moved to Outbound only mode?
If there is no response from the partner on a portability case for more than 30 days, the numbers are set to OUT, and the case is closed. To proceed, partners must submit a new porting order.
Is it possible to order both CLASSOUND FLAT1 and FLAT2 on a single PBX?
It is not possible to use both CTA1 and CTA2 on a single PBX; it can be either FLAT1 or FLAT2, but not both.
Why is the temporary DID not working?
As soon as the temporary DID is assigned, it is necessary to configure call transfer (forwarding) to the temporary DID provided by Wildix on the current operator’s side. For more information, see CLASSOUND Instant Virtual Porting (IVP).
How are the faxes billed?
Fax charges are based on the duration of the calls made for the fax transfer.
Is it possible to request Pre Order Validation (POV) if the porting request has not been submitted yet?
No, a POV can only be requested in terms of the porting order created in the SFPC.
Is activation of the Outbound only service free of charge?
No, the charge for Outbound Only activation is the same as for ordering a new DID or for portability.
Does a company require an address in the country they are purchasing a DID?
Yes, for a new DID purchase, it is necessary to provide an address located within the area corresponding to the requested local area code. For example, if a customer wishes to order an Italian DID, an address in Italy must be provided. The partner is solely responsible for ensuring that the address is accurate and valid.
Does the charge for the call start from the moment the call is placed by the caller, or the moment the callee accepts the call / hits their voicemail?
The charge begins as soon as the callee answers the call.
Are there connection fees on CLASSOUND?
There are no connection fees on CLASSSOUND.
Can the customer order the “good” number or get the list of numbers to choose from the available options?
It is not possible to select specific numbers. New DIDs are randomly allocated from the storage, and the CLASSOUND team has no control over this process.
If the customer wishes to port the number out from Wildix, can you initiate the port out to a different operator?
The responsibility for initiating the port-out request and following the proper port-out procedure lies with the new (winning) carrier after they receive a porting request from the customer. Once the winning provider creates the porting request, the CLASSOUND team receives a notification about the port-out and notifies the Partner accordingly.
Where to find the assigned temporary number?
A list of the assigned temporary numbers is available in the SFPC → More → WMP → Reports → CLASSOUND Orders.
Do you provide the Customer Service Record (CSR) and the Account number?
CLASSOUND team does not provide a CSR or an account number. For porting out, customers can use the same information that was used when porting in to Wildix.
Where to get RIO for porting out French DIDs?
To obtain RIO, please submit a CLASSOUND Customer Care ticket.
Where to get PIN for porting out US/Canadian DIDs?
To obtain a PIN, please submit a CLASSOUND Customer Care ticket.
How to get a Porting Confirmation Certificate (Porting Proof Document)?
To get this document, please submit a CLASSOUND Customer Care ticket.
Do you provide French mobile DIDs with +336/+337 prefix?
Mobile numbers provided by Wildix in France use only the +3393 prefix, as clearly stated in the CLASSOUND Activation Request article.
Where it is possible to find the list of countries per Call Termination Area?
It is available in the "Call/SMS Termination" section of the Price Book in SFPC and the Price List in WMP.
How to generate the Price List on WMP?
Here are the steps: WMP → Price list → Choose the user and the format of the file → Press ""OpEx & CLASSOUND""
How to get Customer Daily Reports (CDR) monthly?
The system regularly sends daily reports on usage to all partners. If you would like a monthly report, you can generate one in WMP.
Can you send a copy of CLASSOUND usage directly to the customer?
It is not possible to send a copy of the Classound Daily Report (CDR) directly to the customer. The CDR is intended for partners and contains information about all customers, including end-user prices. Partners can download the CDR in CSV format from WMP and modify the file to include only the relevant data for each specific end user.
How long does it usually take for a temporary number to start working?
It usually takes up to 15 minutes for the temporary number to become active.
Is it possible to send SMS from the DID?
Yes, for US and Canadian DIDs, this is possible. However, for the rest of the world, it is not possible to send SMS from a number. The Sender ID Name is the name that appears on the recipient's device when they receive a message. If the customer wants the phone number to be displayed, there is an option to order a mobile number for 2-way SMS, but this option is available only for x-bees. For more information, see CLASSOUND Activation Request and How to send and receive SMS/ MMS via CLASSOUND.
Is it possible to extend Swiss numbers?
No, the Swiss DIDs extension is not compatible with our system.
How long does WhatsApp integration with x-bees take?
Activating WhatsApp takes a minimum of 5 working days.
Do you offer an out-of-hours/weekend porting option?