VoIP Frequently Asked Questions


 







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1.


Do I need lots of computer skills to use KIWITALK?


2. If I am a KIWITALK user inside the U.S, what are the dialing steps to make a call to the U.S and/or to make international calls?

3. If I am a KIWITALK user outside the U.S, what are the dialing steps to make local/domestic calls and/or to make international calls?

4. Under which operating system does KIWITALK operate?

5. What are the minimum system requirements to install and run KIWITALK?

6. What is the minimum Internet connection speed required to make a KIWITALK call?

7. Can I use KIWITALK with a dial-up connection?

8. What if the connection speed is too slow?

9. Can I make KIWITALK calls with MSN, NetMeeting or ICQ?

10. Will the KIWITALK software be upgraded in the future?

11. Will there be any monthly fee for using KIWITALK?

12. Why is there sound coming out of the KIWITALK phone when KIWITALK is not in use?

13. Why do I get the prompt saying 'Cannot find Device'?

14. What should I do if I am unable to log on and getting the prompt 'Check Server Address, Click 'Edit' button to edit'?

15. What should I do if I am unable to log on and getting the prompt 'Please Check Your Password or Number'?

16. Why is the voice quality not as clear sometimes?

17. How can I check my phone bill, recharge my account, and/or change my password?

18. Why can’t I access my account?

19. Can someone else, besides the buyer, recharge the KIWITALK account?

20. Why do I hear a busy tone when calling another KIWITALK user?

21. Why does my KIWITALK sound unsteady? Why does the call terminate by itself sometimes?

22. Why didn’t the Login window come up after I double clicked the KIWITALK icon?

23. Why would I get the prompt saying 'This user is in use' and what could I do about it?
   
   
1. Do I need lots of computer skills to use KIWITALK?
  No, you can use KIWITALK just like using a regular phone to make phone calls.
 

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2. If I am a KIWITALK user located inside the U.S, what are the dialing steps to make a call in the U.S and/or to make international calls?
  To make a local/domestic call within the U.S or Canada, dial "1" + (area code) + telephone number + "#". For example: 1 213 301 0001 #
  To make an international call, dial "011" + (country/region code) + (city code) + telephone number + "#". For example, to make a call to Shanghai, China: 011 86 21 82604258 #
 

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3. If I am a KIWITALK user located outside the U.S, what are the dialing steps to make a local/domestic call and/or to make international calls?
  Regardless of where you are located, to make a call outside the U.S, dial "011" + (country/region code) + (city code) + telephone number + "#". For example, if you are located in China, to make a call to Shanghai, China, you will dial: 011 86 21 30100001 #
  Regardless of where you are located, to make a call to the U.S, dial "1" + (area code) + telephone number + "#". For example, to make a call to Los Angeles, USA, you will dial: 1 213 326 1208 #
(You will follow the same dialing steps as you are making calls in the U.S)
 

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4. Under which operating system does KIWITALK operate?
  Microsoft Windows98/ME/2000/XP.
 

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5. What are the minimum system requirements to install and run KIWITALK?
  Pentium II 233MHz or above; CPU with a minimum of 32 MB RAM memory; 10MB hard disk space; and an USB 1.1 port or above.
 

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6. What is the minimum internet connection speed required to make an KIWITALK call?
  KIWITALK will work at any connection speed that is higher than 30Kbps.
 

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7. Can I use KIWITALK with a dial-up connection?
  Yes, you can. If you do, select ‘Silence Detect’ in your KIWITALK User Window configuration. To ensure voice quality, please do not surf or download from the web when making a KIWITALK call.
 

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8. What if the connection speed is too slow?
  If you use dial-up connection, the voice quality could be affected when connection speed becomes too slow, especially during Internet use peak hours. So it is recommended to make KIWITALK calls with a connection speed higher than 30Kbps.
 

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9. Can I make KIWITALK calls with MSN, NetMeeting or ICQ?
  No, you can only make KIWITALK calls with the KIWITALK software provided.
 

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10. Will the KIWITALK software be upgraded in the future?
  Yes, please visit our Download page regularly for updates and upgrades.
 

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11. Will there be any monthly fee for using KIWITALK?
  Only if you sign up for a Calling Plan.
Otherwise there is no monthly fee for using KIWITALK. Fees are charged per call according to rates specified by our international and long distance rates table. Please refer to this table for your call rate.
 

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12. Why is there sound coming out of the KIWITALK phone when it is not in use?
  Your speakers' sound has been switched to connect with KIWITALK.  Re-set your sound card to your default system sound card. Visit our Technical Support page for instructions.
 

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13. Why do I get the prompt saying 'Can not find Device'?
  (a) Your phone set is not connected to your computer.
(b) You did not properly install the KIWITALK hardware device.
(c) Your computer does not support USB 1.1 device.
  Note: If you use Windows 2000 or XP, Windows will automatically detect the KIWITALK device once the phone set is connected to your computer.
 

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14. What should I do if I am unable to log on and getting the prompt 'Check Server Address, Click 'Edit' button to edit'?
  (a) Check if your computer is online.
  (b) Check if the server address in your settings is correct.
  (c) If you are a LAN user, check with your network administrator to see if your system has a firewall. If yes, then make sure the firewall supports NAT and Ports Mapping.
 

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15. What should I do if I am unable to log on and getting the prompt 'Please Check Your Password or Number'?
  (a) Check if you have entered the correct password. Login password is case sensitive so make sure to enter your password with the correct letter case.
  (b) You did not log off the system properly during the last use. You can wait 5 minutes before trying to login again, or restart your computer.
  (c) Your account may be temporarily suspended due to lack of payment. Log in to your account or contact Customer Service to recharge your account.
 

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16. Why is the voice quality not clear sometimes?
  (a) You have a firewall in your network system and you use LAN Internet connection. You should check with your network administrator to reconfigure your system network to allow voice transmission.
  (b) Your dial-up connection speed is slow and you are surfing or downloading from the web. You should check if your telephone line is working properly and free of noise, or if your ISP is experiencing technical problems. You should also avoid surfing and downloading from the web when using KIWITALK to ensure the best voice quality.
  (c) If you use dial-up connection, you will need to select 'silence detect' in the configuration. To set-up your configuration properly, visit our Technical Support page.
 

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17. How can I check my phone bill, recharge my account, and/or change my password?
  To maintain and update your account, click on My Account in the menu bar, then enter your username, password and phone number into the appropriate textboxes to login.
 

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18. Why can’t I access my account?
  Your account credit is insufficient. When you recharge your account, you need to input the recharge card number and password. If you fail to enter the correct number and password more than six times in a row, the system will lock your account. If this happens, contact Customer Service for assistance.
 

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19. Can someone else, besides the buyer, recharge the KIWITALK account?
  No, only you, the buyer, have permission to recharge your account. If you share your account, the account holder is responsible for the recharge. However, we do not recommend you to share your account.
 

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20. Why do I hear a busy tone when calling another KIWITALK user?
  Either the person you’re calling is on another KIWITALK call or not logged on to the server.  You should try to make the call again at a later time.  Stay connected to KIWITALK whenever you are online, so you won't miss a call. Ask your friend users to stay connected as well so you can contact them.
 

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21. Why does my KIWITALK sound unsteady? Why does the call terminate by itself sometimes?
  (a) Your Internet connection speed is too slow and/or unstable. You may hear some lag time and get disconnected. If you use a dial-up connection, check that your telephone line is working properly and free of noise. Also check if your ISP is experiencing technical problems.
(b) Your computer may not meet the minimum requirement to install KIWITALK. Please check System Requirements before installing KIWITALK.
 

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22. Why didn’t the Login window come up after I double clicked the KIWITALK icon?
  (a) Your computer is not running properly, causing some errors. You should restart your computer and run KIWITALK again.
  (b) Your network system has a firewall. You should check with your network administrator to reconfigure the network.
  (c) The Internet is experiencing too much traffic. You should try to log on again at a later time to avoid Internet use peak hours.
 

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23. Why would I get the prompt saying 'This user is in using' and what could I do about it?
  (a) Your account is in use by someone else. Please do not share your account because only one account can be logged on at a time. If your account has been used illegally, contact Customer Service at 1-626-810-8298. Please keep in mind that you should not select ‘remember the password’ if you are using a public and/or shared computer.
  (b) You have logged on your account on another computer and did not exit the KIWITALK program when you left the computer. You need to close the KIWITALK User Window on the other computer to log off. Remember to exit the program properly whenever you stop using the computer next time, especially in public places.
 

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