1 (866) 400-7760 sales@babytel.net

Support

If you don’t find what you’re looking for, please give us a call or email us. Our Customer and Network Support teams are available to answer your questions 7 days a week.

U.S. Toll Free

1-877-808-VOIP (8647)

Montreal

(514) 201-6550

Toronto

(416) 848-0990

Service Inquires

service@babytel.net

Sales Inquires

sales@babytel.net

Address

1425 Rene-Levesque Blvd. W.
Suite 700
Montreal, QC.H3G 1T7

The success of T.38 Fax Services by babyTEL is a direct result of our commitment to providing you with the best customer support – Listen to our customer testimonials.

Our support section will guide you through the process of setting up and using T.38 Fax Services by babyTEL.

Choose a service below to get answers to common questions.

T.38 Real Time Fax Service

What is T.38 Real-time Fax?

T.38 (FoIP) uses the Internet as a conduit; there is a direct connection between the sending and the receiving fax server or fax devices exactly as with the PSTN. The ‘fax server’ at the service provider is eliminated.

What is T.30 and T.38 fax?

These are protocols that implement the real-time fax transmission. The T.30 protocol is used when the network connection carries analog signals as in PSTN or VoIP calls. The T.38 protocol is used when the network connection carries digital signals as in FoIP calls. T.38 encapsulates T.30, stripped of its analog considerations. When the direct connection is secure, there can be no false confirmation that the fax was sent and no case for the receiver to deny it was correctly received at a given date and time.

What is hardcopy-fax?

It is the classic method, where the sending and receiving devices are fax machines or MFDs (multi-function devices). Traditionally this method uses PSTN lines but with a line adapter that connects to a qualified T.38 service provider, faxes can go over the internet from the fax machine or MFD.

What are SMTP-fax and HTTPS-fax?

These are different methods of faxing, having a storage component, but ultimately the sending and receiving device have to engage in a real-time fax call. SMTP (an email transport) is used to email a document to a fax server which then ‘faxes’ it to a recipient.

In the reverse direction, an incoming fax is received by the fax server and emailed to the recipient as an email attachment. Referred to as ‘Electronic Fax’, this method is a very important component of contemporary faxing. HTTPS (a web transport) is another way to submit a document to or from a sending or receiving device.

It involves an HTTPS Client that transfers the document to and from an HTTPS Server that manages the actual faxing process. HTTPS Clients are proprietary and typically exist as add-ons to fax servers or in analog telephone adapters that connect the fax machine through the Internet.

You will note from the previous diagrams that HTTPS and SMTP faxing require specialized fax servers at the Service Provider. These SMTP and HTTPS specialized servers incorporate a ‘Gateway’ component responsible for setting up the fax call via the Telephony Switch and faxing the document in real-time using T.30 or T.38.

What is so important about real-time fax?

Two components in the above definition are of particular significance in comparison to email or other types of communications.

They are:

  • Page-by-page confirmation means that sender does not proceed with sending further pages if something goes wrong therefore:
    • If something goes wrong, sender knows exactly at which page the transmission stopped.
    • Receiver cannot claim they did not receive a confirmed page.
  • Real-time direct connection between sending device and receiving device means:
    • There is no middle man that can alter the content of the fax in transit.
    • Sender and receiver know and can agree on the delivery time.

Electronic Fax Service

What is babyTEL Electronic Fax service?

The babyTEL Electronic Fax service is a complete fax solution allowing you to send and receive faxes as emails from your computer or mobile device. It requires no fax machine or other type of hardware making it more convenient, mobile, ecological and easy to manage.

What is included in the plan?

The plan includes 200 inbound and/or outbound pages (additional pages $0.08 per page) all for $8.00 per month.

Do I need special equipment or software?

No. You only need an email client to send and receive faxes. You view your faxes using a standard PDF reader.

How reliable is the babyTEL Electronic Fax service?

While most VoIP networks are optimized for voice rather than data, babyTEL’s network is designed with fax in mind and engineered from the ground up to fully support T.38, a robust standard for sending faxes across IP networks in real-time. In addition to T.38 support, babyTEL incorporates best practices for faxing to ensure optimal fax success rates. Our fax services are currently trusted by government and Fortune 10 companies that demand the highest levels of reliability. SeeEnsuring Quality and Reliability for a detailed technical discussion on babyTEL reliability.

How do I receive faxes?

Faxes sent to your fax number are automatically received in your inbox as convenient PDF attachments. You can archive them and print them only when necessary.

How do I send faxes?

To send faxes, simply send an email to @fax.babytel.net, where is the telephone number, including country code, of the fax you want to reach. The body of your email and any supported attachments will become the content of the fax. If you don’t specify content in the body then only the attachments will be faxed. For best results we recommend using PDF file attachments, however most Office document types are also supported.

Availability

Coverage

babyTEL provides local and toll-free numbers in Canada, the USA and other International locations.

Please check on our Coverage page for more information.

Can I Keep My Number?

Want to keep your telephone number and enjoy the great features and savings of babyTEL? Then Local Number Portability (LNP) is for you! It’s easy and it’s free! You can switch your number to babyTEL as long as we offer LNP in your area.

Find out if babyTEL offers LNP service in your area on the Keep Your Number page

Switching My Number to babyTEL

How do I switch my number to babyTEL?

Simply indicate your wish to keep your number during sign up or when adding a new number. You will be asked to specify the number. It’s that easy! We will ask you to fill out a Letter of Authorization and send it back to us (by fax or mail), along with proof or ownership, which can be a copy of your most recent telephone bill showing your number, name and address. That’s all you need to do, we will take care of the rest!

Note that if you have a DSL Internet connection, which depends on your telephone line, you need to contact your telecom provider and ask to unbundle your telephone number from your DSL telephone line before switching to babyTEL.

How do I un-bundle my telephone line from my Digital Subscriber Line (DSL)?

If you want to port your number but your Internet connection depends on your telephone line, you need to contact your telecom provider and request an unbundled DSL or ‘dry/naked’ loop, without cancelling your existing telephone line. Your provider will assign a new telephone number to your DSL connection, leaving your existing telephone number on a standalone line. Your telephone number is now ready to be switched to babyTEL!

How long will it take?

Transferring your telephone number will take a minimum of 5 business days from the date you start the transfer process by completing and submit the Letter of Authorization (LoA) and attachments.

Note that transferring your telephone number to babyTEL means a disconnection of that telephone number and account with your present telephone company and reconnection to the babyTEL network. Timing ultimately depends on how fast your former telephone company can process babyTEL’s request to port your telephone number. In practice we have seen delays of 3 weeks or more especially if the request form has not been properly filled or a valid proof or ownership was not provided initially.

Can I use babyTEL before the number is ported?

Yes – Simply activate your babyTEL account to begin using your new babyTEL line. You will be able to use your new babyTEL line to make calls to anywhere and receive calls from other babyTEL users even though number portability is still in progress. Incoming calls from non-babyTEL users will continue to ring your existing service provider line until the port to babyTEL is completed. Incoming calls from other babyTEL users will ring your new babyTEL line. Please note that billing for the first month of service starts once you complete the activation of your account.

Can a portability request be rejected?

No – If your current telephone number is still active (don’t cancel your service) and if your payments are up to date with your current telephone provider, your request will be processed.

Electronic Fax User Guide

Setup and Installation

Will the babyTEL service work with my network setup?

Yes. Simply configure your SIP compatible equipment to connect to the babyTEL network using the SIP parameters we provide. For full and proper functioning of the babyTEL service and all other features, your equipment should be set up according to the detailed instructions provided by the manufacturer in their configuration guide.

Do I need a special Internet connection?

Depending on your Internet usage, it may be necessary to use a separate Internet connection for your babyTEL telephone service. At least 32Kbps in bandwidth is needed for each line used for voice only. 90Kbps must be available for each line that will be used for conventional fax calls (fax machine to fax machine) and data transmission (financial transaction terminals, alarm systems, modems). The reliability of data and DTMF transmission is totally dependent on the consistent quality of your Internet connection.

To use a connection shared with data traffic, you and your Internet service provider must have compatible routers that will prioritize voice packets in both directions.

What happens if Internet or power goes down?

You can receive your calls even if your Internet service is interrupted. You can specify any telephone number or cell phone where we will forward your calls if your IP device stops communicating with our network due to a problem at your end such as a power failure, equipment malfunction or Internet disruption.

Can my SIP device connect to babyTEL 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.babytel.ca to be redirected to your device.

Will the babyTEL service work with my network setup?

Yes. Simply configure your SIP compatible equipment to connect to the babyTEL network using the SIP parameters we provide. For full and proper functioning of the babyTEL service and all other features, your equipment should be set up according to the detailed instructions provided by the manufacturer in their configuration guide.

Do I need a special Internet connection?

Depending on your Internet usage, it may be necessary to use a separate Internet connection for your babyTEL telephone service. At least 32Kbps in bandwidth is needed for each line used for voice only. 90Kbps must be available for each line that will be used for conventional fax calls (fax machine to fax machine) and data transmission (financial transaction terminals, alarm systems, modems). The reliability of data and DTMF transmission is totally dependent on the consistent quality of your Internet connection.

To use a connection shared with data traffic, you and your Internet service provider must have compatible routers that will prioritize voice packets in both directions.

What happens if Internet or power goes down?

You can receive your calls even if your Internet service is interrupted. You can specify any telephone number or cell phone where we will forward your calls if your IP device stops communicating with our network due to a problem at your end such as a power failure, equipment malfunction or Internet disruption.

Can my SIP device connect to babyTEL 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.babytel.ca to be redirected to your device.

How do I set up my babyTEL Fax ATA?