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• Digital Voice Softphone

1. What sort of calls can I make with Digital Voice Global?
   You can make local calls to any StarHub, SingTel or MobileOne fixed or mobile telephone line. You can also make IDD calls over StarHub's IDD 008 and IDD 018 service and special IDD rate for Digital Voice service.
   
   Customers who wish to use SingTel's IDD service, Mobile One's IDD service and other IDD service providers must first register with the other service providers. Generally, most of the services that are available over your existing SingTel's fixed-line are also available over Digital Voice Global.
   
   Note: Please call our Customer Care at 1633 if you wish to bar IDD and 1900 calls on Digital Voice Global.
2. How do I make local and international calls with Digital Voice Global?
   To make local calls to Singapore-registered telephone numbers, just dial the normal 8-digit number. No pre-fixes are required. This applies even when you are overseas.
   
   Note: You can also dial SingTel and Mobile One fixed/mobile numbers.
   
   To make calls to telephone numbers that are registered in overseas countries, you can dial using StarHub IDD e.g. 008-CC-AC-XXXXXXX (where CC = Country Code, AC = Area Code, XXXXXXX is the telephone number). This applies even when you are overseas.
   
   Note: You will have to register with the respective Singapore IDD providers (e.g. SingTel) if you are not using StarHub's IDD service.
3. What do you mean by “One Number For Life”?
   You can take your Digital Voice Global telephone number with you wherever you relocate within Singapore or anywhere in the world. However, once you terminate your Digital Voice Global subscription, you will not be able to get back the same Digital Voice Global number.       
4. Can I keep my existing SingTel number?
   Yes. There is a number retention service that allows you to retain your existing fixed-line phone number when you switch from other operators to StarHub. You can enjoy the benefits of Digital Voice Global without giving up your existing fixed-line phone number.
   
   Please contact our Customer Care at 1633 if you wish to apply for the service. Upon application, we will arrange with the other service operator on your behalf to terminate your existing fixed line phone number with the other service operator and transfer it to StarHub. This will usually take at least 7 working days to process as time is required for the other operator to process the request. After the number has been successfully transferred to StarHub and the Digital Voice Global service has been activated, your existing fixed line phone number (from the other operator) will be shown as your Digital Voice Global Caller ID and will be reflected in your bills.     
5. I am a Digital Voice Home subscriber, can I port my line to Digital Voice Global?
   Currently, we do not support porting from Digital Voice Home line to Digital Voice Global.         
6. I am a Digital Voice Home subscriber with Number Retention service, can I port my line to Digital Voice Global?
   Currently, we do not support porting from Digital Voice Home line with Number Retention Service to Digital Voice Global.  
7. I am a Digital Voice Global subscriber, can I port my line to Digital Voice Home?
   Currently, we do not support porting from Digital Voice Global line to Digital Voice Home.         
8. I am a Digital Voice Global subscriber with Number Retention service, can I port my line to Digital Voice Home?
   Currently, we do not support porting from Digital Voice Global line with Number Retention Service to Digital Voice Home
9. Is Digital Voice Global available to business customers?
   Digital Voice Global is available to residential customers only. For business customers, please sign up for our Digital Voice Business Service.
10. Can I retain my existing business fixed-line phone number if I subscribe to Digital Voice Global?
    No, you cannot use your business fixed-line phone number for Digital Voice Global as Digital Voice Global is only applicable for residential users. Please check that the fixed-line phone number that you wish to retain does not belong to a business service under your current service provider before you apply for Digital Voice Global.
11. Can I cancel my Number Retention Service application before my installation date?
    Yes, you can. However, you will need to provide us with at least 3 working days’ notice prior to the service installation date so that we can make the necessary arrangements with your existing service operator.
    Should you change your mind and re-activate the Number Retention Service after you have submitted the cancellation notification to your existing service operator, please note that your re-activation request will be considered a new application.        
12. Will I be able to transfer my Digital Voice Global service with a ported number under the Number Retention Service to another person?
    The transfer will only be allowed if at the time of the transfer, the installation address of the ported number remains unchanged and the following requirements are met:
    
    • The transferee must be an immediate family member of the transferor i.e. spouse, siblings, parents or children; or
    • The transferee is able to furnish proof that both the transferee and transferor are staying at the same address.
    I want to terminate my Digital Voice Global with Number Retention Service but I do not wish to retain my ported-in number. What must I do?
    You need to call us at 1633 to terminate your Digital Voice Global Service with Number Retention Service. Your ported-in number will be automatically returned to your previous service provider once your Digital Voice Global service is terminated. After the number has been returned to your previous service provider, it would be at their discretion to issue the same number to you if you subsequently apply for a fixed line service with them again. Please check directly with the previous provider. It will take at least 5 working days to process the number retention termination with your previous service provider. 
    
13. I want to terminate my Digital Voice Global with Number Retention Service and I wish to retain my ported-in number with my previous service provider. What must I do?
    If you wish to retain your port-in number, please approach your previous service provider directly and they will advise you on the required procedure and make the necessary arrangements with StarHub for you. You do not need to call us in this case.
    
    Your Digital Voice Global service will be terminated on the day that your previous service provider had arranged with StarHub to port over your number on their fixed line service.         
14. Is there a more convenient way for me to inform callers of my new Digital Voice Global Number if I do not use the Number Retention Service?
    One possible solution is to subscribe to SingTel's Telemail service, which allows your caller to leave voice messages. You can also customise your Telemail greeting to inform them about your change of phone number and to call your new Digital Voice Global number. Please contact SingTel at 1609 to find out about the charges. Please note that you would need to keep your SingTel line active for the duration you wish to have the Telemail service.          
15. Can I use multiple phones with Digital Voice Global service?
    Yes, some of our customers use cordless phone systems that come with a base unit and extra handsets. The base station of the cordless telephone plugs directly into the IAD and the multiple handsets can be used in other locations in the house. However, the Caller-ID display of certain cordless phone may not work properly with Digital Voice Global.
16. Can I use my pulse-dialling phone with Digital Voice Global?
    No, Digital Voice Global does not support pulse-dialling phones. Pulse dialling is usually found in older model phones, whereas most modern phones operate on tone dialling. Please check that the phone you intend to use with Digital Voice Global supports tone dialling.        
17. Does Digital Voice Global support dial-up modem usage?
    No. For data communications, it is designed with optimised broadband connections via its RJ45 (Ethernet) port which is available on the IAD. As such, dial-up narrowband data type of communications via the RJ11 port is not a supported usage.    
18. Does Digital Voice Global support faxing? 
    Like any other activities over the internet, faxing over the Digital Voice Global Service is dependent on the network conditions which may be beyond StarHub's control such as congestion or network disruptions. In such circumstances, users may encounter dropped transmission or degradation fax quality. As such, we are unable to guarantee faxing over Digital Voice Global.
19. Can I use Digital Voice Global for my home security system?
    As your home security system is an essential service, we strongly recommend that you consult your system vendor first before connecting your home security system to Digital Voice Global. Please note that your home security system will not work in the event of a power failure, as the IAD does not have standby power back up. In the unlikely event that there is a Digital Voice Global outage, your home security system will not work as well.
20. Can I operate a virtual private network (VPN) application behind the IAD?
    Yes, it should support most VPNs operating IPSEC and PPTP, which are the most common VPN protocols.      
21. Can I surf the Internet and make a voice call simultaneously?
    Yes, you can. However, depending on the volume of the data traffic, the voice quality of your on-going call may be affected.
22. Is there a minimal broadband speed for Digital Voice Global to work properly?
    To support 1 IAD (line) per broadband connection, StarHub's MaxOnline broadband access plan should be adequate. For other broadband service provider users, it is advisable to have download speeds of at least 512Kbps and upload speeds of at least 128Kbps.
    
    To support more than 1 IAD (line) per broadband connection, it is advisable to have a minimal broadband speed of 128K x N (where N is the number of IADs connected to a single broadband access). This requirement applies to both upload and download speeds.
    
    Note: The above recommendations on minimum broadband speeds do not take into account simultaneous heavy internet data usage activity, such as downloading or uploading of huge files. Such activities can still affect the voice quality.
    
    For Motorola VT1005 and Linksys SPA2102-R3 IADs, you will require a router to support more than 1 IAD (line) per single broadband connection. To find out which routers are supported for multiple IAD (lines) set-up, please call our Customer Care at 1633.      
    
23. Is there an advantage in using Digital Voice Global over the MaxOnline broadband network over other networks?
    Although Digital Voice Global will work on both cable and ADSL networks, StarHub will naturally be able to give better support to customers who are using the MaxOnline Service. It should be noted that Digital Voice Global supports only ADSL modems with Ethernet (RJ45) connectors and not all ADSL modems and routers are supported by Digital Voice Global.   
24. Will my IAD work when I bring it overseas? Are there any restrictions?
    Yes, you can use Digital Voice Global when overseas by connecting it to a broadband device. Your Digital Voice Global will operate as if you making the call in Singapore. When you use the IAD to make a call to a Singapore-registered number, your call is charged as a local call, instead of an IDD call.
    
    However, we cannot guarantee that Digital Voice Global will be compatible with networks which are not within StarHub’s control. We recommend that you check with the broadband service provider in the country you will be in to see if there are any regulations or restrictions on using VoIP service.
    
    If you are accessing from a broadband network with a firewall (e.g. home, campus, hotels), you may not be able to use Digital Voice Global. To use Digital Voice Global behind a firewall, the following ports need to be opened:
    • SIP ports 5060 through 5061 using UDP protocol
    • TFTP port 69 using UDP protocol
    • DNS port 53 using UDP protocol
    • RTP ports 16384 through 32767 using UDP protocol
    
    Note: For example, when you are in the US and you wish to use Digital Voice Global to call a US number, you have to make an IDD call using StarHub’s IDD 018 and 008 Service or those of other IDD service providers provided you have already registered an account with them.
25. What causes Digital voice Global service to be blocked? How can I overcome this?
    VoIP traffic on your internet access may be blocked by other Internet Service Providers (ISPs). Other places where access to VoIP traffic may be blocked include hotels, campuses and offices. To overcome this, the following ports need to be opened.
    • SIP ports 5060 through 5061 using UDP protocol
    • TFTP port 69 using UDP protocol
    • DNS port 53 using UDP protocol
    • RTP ports 16384 through 32767 using UDP protocol
26. How can I ensure that the Digital Voice Global service works when I bring my IAD overseas?
    Before you bring your IAD overseas, you are advised to try the equipment and the Digital Voice Global service in Singapore. This is because if you encounter any issues relating to a faulty IAD, StarHub can provide for on-site troubleshooting.
    
    Please also check with the respective overseas Internet Service Provider if VoIP traffic is blocked on their network. Do ensure that the broadband speed is sufficient and the modem you intend to use has an Ethernet interface. However, please note that we cannot guarantee that the service will work while you are in overseas as the broadband access networks and equipment are not within our control.
27. If I have any connection or call issues when I am overseas, how can I contact StarHub?
    You can call our Customer Care at (65) 6820 1633 when you are overseas. However, please note that IDD call charges are applicable if you are using the IDD service from an overseas service provider. As we are unable to provide on-site troubleshooting while you are overseas, we will only be able to perform troubleshooting remotely such as checking for service connectivity etc.  
28. What is the voice quality of Digital Voice Global?
    The voice quality will depend on the internet network conditions and whether there is heavy simultaneous data traffic such as file downloading.
29. If I were advised by the Customer Care Consultant to reset the IAD because of a problem with my broadband service, would the Digital Voice Global service be affected?
    The Digital Voice Global service would be temporarily unavailable while the IAD is re-booting and performing the start-up diagnostics or when there is network interruption. You can resume using the Digital Voice Global service once you hear the standard dial tone (depending on the model of IAD, it could take about 2-5 minutes from the time of re-booting).  
30. Can I still call emergency numbers such as 999 if there is a power failure?
    No, you would not be able to make outgoing calls or receive incoming calls if there is a power failure.    
31. What if I lose the IAD?
    Please report the loss immediately to our Customer Service at 1633. This is important because you continue to be liable for all call charges incurred under your Digital Voice Global subscription until you report the loss to us.           
32. I am physically in Singapore. Can I dial Singapore emergency numbers (e.g. Singapore Police Force) using Digital Voice Global? How should I dial?
    Yes, when you are physically in Singapore, you can dial Singapore emergency numbers. For example, you can dial "999" to contact the Singapore Police Force. However, since Digital Voice Global is a portable phone service, you may need to inform the emergency department of your exact location if you need the emergency service at your location.
33. I am physically in an overseas country. Can I dial foreign emergency numbers using Digital Voice Global? How should I dial?
    When you are in an overseas country, you cannot call any of the foreign emergency numbers using Digital Voice Global. You will have to use a registered telephone line in that line to make emergency calls.
34. I am physically overseas, can I dial the Singapore emergency numbers using Digital Voice Global? How should I dial?
    When you are in an overseas country, for example in the US, you can still call Singapore emergency numbers using the usual emergency dial codes like "999". Your call will be treated just like any local call made in Singapore.
35. How will I be billed for my Digital Voice Global subscription and usage charges?
    We will send you a bill at the end of each month. Some one-time charges may be collected at the point of installation and we will advise you of such charges upon your sign-up to the Digital Voice Global Service.      
36. What should I do if I encounter a technical or service problem?
    Please call our Customer Care at 1633 for assistance.   
37. What number do I call if I have questions about my bill?
    Please call our Customer Care at 1633 for assistance.   
38. What number do I call if I want to change or modify my Digital Voice services?
    Please call our Customer Care at 1633 for assistance.   
39. For change of location, can I relocate my IAD to my new address?
    Yes, you can. Please inform our Customer Care at 1633 for us to update your records.

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1. Are there any internal wiring required for Digital Voice Global?
   No internal wiring is required if you connect your telephone set to the back of the Integrated Access Device (IAD) using an ordinary double-ended RJ11 cable. However, you will need to install internal wiring if you wish to install the telephone set some distance away from the IAD (e.g. another room). Please inform our Customer Care Consultants when you place your order should you require internal wiring. We recommend the use of a cordless telephone set should you wish to avoid installing additional wiring.         
   
2. What is the effective distance from the telephone line to the IAD?
   The maximum distance supported by an IAD is up to approximately 1,000 feet.
3. What does the IAD do?
   The IAD converts analogue voice signals from a standard telephone to digital data that can be transmitted through a broadband device over the internet. It provides an alternate means to make voice calls. It also performs a basic routing function to enable simultaneous voice and data communication.
4. Is the IAD's power supply compatible with 110v or 220v?
   The IAD's power supply is compatible with both 110v and 220v.
5. How do I know that the IAD is working?
   When you power on the IAD, the LED display lights would start to blink. In the operational ready state, the LED light would turn solid green. If you plug in your telephone set into the telephone jack at the rear of the IAD, you should hear a dial tone within 5 minutes. You can start making or receiving calls once you hear the dial tone.
6. Do I need to keep the IAD powered on at all times? If there's a power failure, can I still be reached?
   The IAD needs to be powered on at all times. Thus, it will not work if there is a power failure. However, if the user has subscribed to the Voicemail Value-added Service, which is included in the Value Pack or Value PackPlus bundles, your calls will be transferred to your voicemail mailbox.
7. Does keeping the IAD powered at all times consume a lot of electricity?
   The IAD is a low-power device (approximately the same as operating a cordless phone), so it consumes very little electricity.
8. Does the IAD have standby power back-up?
   No, the IAD does not have standby power back-up. It would not work in the event of a power failure, and you cannot make any outgoing calls or receive incoming calls during the power disruption. For users who are concerned about power-related disruptions, we would like to suggest that they consider installing a back-up power option such as an Uninterruptible Power Supply (UPS) unit. The benefit of having an UPS is that it would provide back-up power in the event of a power failure, not just for the IAD, but also for your PC and other equipment in the house.
9. Does Digital Voice Global support ADSL modem with a separate router?
   Please check with our Customer Care to determine if a particular ADSL modem or router will be supported on Digital Voice Global. Do note that technical support provided by StarHub to resolve issues when used with ADSL modems (routers) will be limited as these are 3rd party services/equipment provided by other service providers/equipment manufacturers.  
10. My ADSL modem only has a USB connection. Will the IAD fit into my network?
    You will need to switch to an ADSL Ethernet modem in order to connect to the Ethernet port of the IAD. 
11. Suddenly, I am unable to receive any incoming calls. What is the cause?
    This is directly related to the IAD's ability to register with our proxy server. If the IAD is not registered, our network will be unable to route calls to the IAD. This could be due to the following causes:
    
    • Power outages;
    • Loss of Internet connectivity; or
    • Router/firewall security options blocking Digital Voice Global traffic
    
    If this problem occurs, please verify that you are connected to the internet and check your router/firewall security settings. Next, reboot the IAD by unplugging the power cord for 15 seconds, and then plugging it back in. This will initiate a new registration request. Wait for the device to boot up completely before attempting to make a call.
12. Is there any Quality of Service (QoS) implemented on the IAD?
    The IAD provides upstream voice prioritisation to ensure that upstream voice data has priority over other internet data. This ensures good voice quality even during heavy upstream data transfers such as e-mail synchronization or file sharing.  
13. What is the cause of static on the line?
    Static or buzzing noises on your line are due to issues on the analogue side of the phone system, which consists of your phone and phone cable. Once the signal is sent through the IAD, it is digitised and does not create static or buzzing. You may wish to perform the following, to resolve the static or buzzing noises:
    
    • Try replacing the telephone cable and/or telephone.
    • Cordless telephones can generate static due to a weak signal connection between the base of the telephone and the handset. Weak signals can be due to low batteries in your handset, or the recommended range between the handset and base station has been exceeded.
    • If you are using a wireless router, try moving it away from the IAD as each wireless device may interfere with each other.
14. What is the cause of “choppy” calls?
    Choppy calls are usually caused by high latency or packet loss in the ISP's network.
    
    • High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
    • Packet loss occurs when information is lost over your Internet connection.
    
    Either symptom can be caused by ISP (Internet Service Provider) problems, internet congestion, or heavy bandwidth usage such as online gaming or file sharing.
15. What is the cause of voice echoes and is there any way to eliminate this problem?
    In a voice telephone call, an echo occurs when you hear your own voice repeated. Problems with echo usually originate on the other end of your call. Echoes in a call could arise from:
    
    
    • Poor quality phone cables; or
    • Feedback through sound waves between the phone's speaker and microphone.
    
    To reduce the feedback of your voice, try asking the other party to lower the phone volume. As a last resort, try different telephone sets to reduce echo, as the quality of the telephone is important and some telephones have special echo-cancellation technology.  
16. What is the cause of dropped calls?
    Dropped calls are usually associated with Internet connectivity issues. High latency and packet loss can affect your call.
    
    • High latency occurs when it takes too long for the data to be transmitted over your Internet connection.
    • High packet loss occurs when information is lost over your Internet connection.
    
    Dropped calls could be caused by ISP (Internet Service Provider) problems, internet congestion, or heavy bandwidth usage such as online gaming or file sharing.

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1. What are the Value-Added Services available for Digital Voice Global?
   
   There are two bundles of Value-Added Services customers can subscribe to for Digital Voice Global Service:
   
   Value Pack is available at $4.82 per month, comprising of the following Value-Added Services:
   
   • Caller Number Display – The phone number of an incoming call is displayed on your phone (which must have caller ID display or external caller ID display unit)
   • Call Waiting – The phone number of an incoming call is displayed on your phone (which must have caller ID display or external caller ID display unit)
   • Voicemail (without Message Waiting Indicator) – A calling party can leave you a message when you are unable to answer
   • Call Divert (unconditional) – Your incoming calls can be diverted to another fixed or mobile number of your choice when you are busy, when no answer or unconditionally.
   
   Value PackPlus is available at $6.96 per month, comprises of the Value-Added Services in Value Pack plus the following:
   
   • Caller Number Non-Display – permanent blocking of caller ID
   • Call Transfer – while you are on a call with party A, you can transfer the call to party B
   • Private Number Listing – Customer's telephone number will not be listed in Yellow Pages Residential Directory and StarHub's Operator Assistance Service (100) will not disclose the customer’s telephone number to enquirers. (Note: Optional service – subscriber can opt-out of it).
   
   Number Retention Service for Digital Voice Global is not available for sign-up as a standalone Value-Added Service. Customers who wish to sign-up for the Number Retention Service under Digital Voice Global must either purchase the Value Pack OR Value PackPlus, together with their Digital Voice Global subscription, upon which they will be able to enjoy the Number Retention Service for free.
2. Why can't I subscribe only to Number Retention service without first subscribing to Value Pack or Value PackPlus bundles?
   We would like to encourage our users to take up the Value Pack or Value PackPlus bundles, which come with essential and useful Value-Added Services including Caller Number Display and Call Waiting, at affordable rates starting from $4.82 per month.

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1. How can I access my mailbox?
   Please dial 1303 followed by your password if you are calling using your Digital Voice Global line. Alternatively, enter your mailbox number (which would be your Digital Voice Global phone number), followed by your password if you are calling from a mobile phone or from a fixed-line phone service provided by other service providers.          
2. How many messages can be stored at any one time?
   A maximum of 5 messages can be stored at any one time. The maximum length of each message is one minute.           
3. Can I personalise my Voicemail greeting?
   Yes, you may. Please refer to the Voicemail section in the Digital Voice Global Voice guide.
4. What do I do if I forget my password?
   Please call our Customer Care Consultants and we will reset it to the default password (8888) for you.    
5. What happens if my mailbox is full and someone tries to leave a message?
   The caller will be informed that your mailbox is full and he/she is unable to leave any message at that time. You are encouraged to delete your old messages constantly.       
   
6. Can more than one person send the message at the same time?
   Yes. More than one message can be left in your mailbox at the same time as long as it is within the allocated number of 5 messages.
7. If I accidentally delete a message during playback, can I retrieve it?
   Yes, simply press *4 to recover the deleted message before the call ends.
8. Can I check my messages from any phone?
   Yes, as long as the phone has touch-tone dialing facilities. Dial 1303; enter your mailbox number (your Digital Voice Global phone number), followed by your password.
9. When I re-direct a message, does a copy remain in my mailbox?
   Yes, a copy of the message will remain in your mailbox until you delete it or when the retention period expires.   
10. Will I be notified whenever there is a new message in my mailbox?
    No, “Message Waiting Indicator” function is not available at the present moment.
11. A message I had previously stored in the mailbox is now gone. What happened?
    Messages are purged automatically after four days (for new messages) or two days (for saved messages).
12. What is my voicemail local access number?
    You can access your Voicemail by calling the short code 1303 or any of the local access numbers 6820 1303 or 9850 1303.
13. Can I have multiple voice mailboxes with Digital Voice Global?
    Currently, each Digital Voice Global account can only have one voice mailbox per telephone line.           
14. What is the maximum length of my Voicemail greeting?
    The maximum length of your voicemail greeting is 1 minute (60 seconds) long.  
15. How do I stop my calls from going to Voicemail?
    No, you cannot stop calls from going to Voicemail in the event there is no answer on the number you have activated call forwarding to.

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1. I am not an existing Digital Voice Global customer, how do I sign up for Digital Voice Softphone?
   You can sign up for Digital Voice Global and Digital Voice Softphone services at any StarHub shops or authorized dealers, and you will be required to purchase an IAD.
2. I am an existing Digital Voice Global customer, how do I sign up for Digital Voice Softphone?
   You can sign up for Digital Voice Softphone by calling our Customer Care Hotline at 1633 or visit any of our Customer Service Centres. 
3. How will I be informed if the Digital Voice Softphone service has been activated?
   Once the Digital Voice Softphone service has been successfully activated, you will receive an email notification via your registered email address.
4. Is there a charge if I re-install the Digital Voice Softphone onto another computer?
   No, there will be no charges if you re-install the Digital Voice Softphone on another computer. However, please note that you are responsible for securing your login id/password to prevent any unauthorized usage.    
   
5. Can I use the Digital Voice Global IAD and Softphone, both with the same phone number, at the same time?
   No, you can use only either the IAD or the Softphone at any one time. If you try to connect both IAD and Softphone at the same time, you are likely to encounter dial tone, connection or voice quality issues.
6. Can the Digital Voice Softphone and other softphones such as Skype, Pfingo etc be used on the same PC?
   Yes, you can use both softphones on the same PC.
   
   However, we do not recommend that other softphones be used on the same PC as the Digital Voice Softphone as this may stretch the hardware resources.        
7. Can I have concurrent access to Digital Voice Softphone application?
   Concurrent access to the various versions of the Digital Voice Softphone application (PC, iPhone, iPad and/or Android version) is not allowed.
8. Can I connect multiple devices to the Digital Voice Global service?
   You can only connect one device at any one time to the Digital Voice Global service. This device can either be an IAD, Digital Voice Softphone on PC or Digital Voice Softphone on iPhone/iPad/Android.        
9. Is there a different Login ID and Password for iPhone/iPad /Android versions of the Digital Voice Softphone?
   The same Login ID and Password applis to PC and iPhone/iPad/Android versions of the Digital Voice Softphone.          
10. What are the supported devices for the Digital Voice Softphone?
    Please refer to the list of supported devices.
11. Is the Android version of the Digital Voice Softphone applicable to all Android devices?
    No, the Android version of the Digital Voice Softphone will only work with the list of supported models and OS versions stated on our website. We cannot guarantee that the Digital Voice Softphone will work seamlessly with other Android devices which are not listed on our website.         
12. Why is there interference/background noise when using the Softphone application on my Android phone?
    Interference or background noise could be due to high input gain level on the microphone. To minimise the background noise, you can adjust the microphone settings after login.
    
    Press on the hardware “Menu” button. A “Settings” option menu will be displayed at the bottom of the screen (see picture below). You should be able to adjust the microphone gain settings.

13. What should I do if I have changed my computer or my computer hard-drive has malfunctioned?
    You can re-install the Softphone on another computer.
14. Will all the Value-Added Services I have subscribed to be able to work on the Softphone?
    Currently, there are several value-added services, such as 3-Party Call, Call Waiting and Call Transfer which are not supported on the Softphone.           
15. When the MaxMobile gets disconnected, will I be able to use the Digital Voice Softphone?
    The Digital Voice Softphone installed in your PC requires broadband connection to work. As long as the broadband connection is good, you should be able to use the Digital Voice Softphone. If your MaxMobile gets disconnected, you will not be able to use your Digital Voice Softphone, unless your PC is connected via other broadband connections e.g. via Ethernet connection or Wifi.
16. Sometimes the MaxMobile connection becomes intermittent, especially when I am travelling. Will this affect the Digital Voice Softphone connectivity and/or voice quality?
    If your PC is connected to internet using MaxMobile and the connection becomes intermittent or congested, this will affect the Digital Voice Softphone connectivity and voice quality.          
17. I encounter issues in trying to login and/or use the Digital Voice Softphone. At the same time, I also can’t surf the internet using my MaxMobile access. What should I do?
    This is most likely because your PC is not connected to the internet via your MaxMobile. You may wish to re-establish your MaxMobile connection. Alternatively, please try other broadband network connections using ethernet/wireless access e.g. MaxOnline.  
18. Will Digital Voice Softphone work with all camera models for video calls?
    Generally, if your camera can be used with other applications or programs on your PC and you are able to use Digital Voice Softphone for voice calls, you should be able to make video calls on the Digital Voice Softphone. However, there is a possibility that certain camera hardware may not be compatible with Digital Voice Softphone.
    
    These are some of the camera models which StarHub has been able to use successfully with Digital Voice Softphone. Please note that this list is not exhaustive.

Camera Brand	Model
Imation	CAM-1300
Logitech	V-UBQ42 / QuickCam E1000
Logitech	C120
Logitech	C270

19. I am not able to see local/remote video images on my Digital Voice Softphone, what should I do?
    Please perform the basic troubleshooting steps as set out in the troubleshooting section. At times, you may need to restart the video calls. Scenarios such as network congestion or slow broadband access can prevent establishing successful video calls.
20. Will video calls affect the voice quality?
    Generally, when your PC is connected to high speed broadband, video calls should not affect voice quality as the voice packets will have higher priority than video packets being routed. However, when there is network congestion, the video images may not be as clear. In cases where there is greater network congestion, making video calls may further degrade the quality of voice calls.
21. Is there a minimal broadband speed for Digital Voice Global to work properly?
    When making single-party video calls , the minimum bandwidth required for each Digital Voice line per broadband connection is 300Kbps for both up-stream and down-stream. For voice calls, the bandwidth required is 128Kbps. Please ensure that your broadband provides higher bandwidth for better quality service.
    Note: The above recommendation does not take into account simultaneous heavy internet data usage activity, such as the downloading or uploading of huge files, which will affect the voice and/or video quality.