wholesale agent program faqs 1[1].5

FREQUENTLY ASKED QUESTIONS – NERGY TELECOM WHOLESALE AGENT PROGRAM

Copyright Nergy Telecom S.A. 2008. All rights reserved.The information contained in this document does not represent a commitment on the part of Nergy Telecom S.A. and is subject to change without notice. Every effort is made to ensure that the information contained in this document is wholly correct. However, due to ongoing improvements and revisions made to the system, Nergy Telecom S.A. cannot guarantee the accuracy of this material, nor shall it accept responsibility for any errors or omissions.Nergy Telecom is the trademarks of Nergy Telecom S.A.All other brand and product names are trademarks of their respective holders.

Published by:Nergy Telecom S.A.Tel. +7 7132 555 105Fax +33 1 53 01 28 70E-mail: [email protected]: www.nergytelecom.net

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FAQs - Wholesale Agent Program

Table of Contents1. Wholesale Agent Program General Questions.................................................................................................................................................22. Pricing, Billing and Payments............................................................................................................................................................................93. Platform Configuration....................................................................................................................................................................................124. Technical Support...........................................................................................................................................................................................155. Appendix.........................................................................................................................................................................................................176. Glossary..........................................................................................................................................................................................................25

1. Wholesale Agent Program General QuestionsQ. What services can I provide as a Nergy Telecom Wholesale Agent?A. Nergy Telecom’s Wholesale Agents are able to provide the following services: (Please note that Wholesale Agents´ customers can access one or all of these services using the same account and the same PIN Code. As a result, it is also possible that the rates charged to the customer’s account can be different making all the services very convenient and simple to use).

1. Toll-Free or Local Number Direct Dial. See Appendix A. for call-flow description. This service can be provided in the following countries:

Country Toll-Free Number Available Local Access Number AvailableAustria Yes YesBelgium Yes YesCanada Yes NoDenmark Yes NoFinland Yes NoFrance Yes YesGermany Yes YesGreece Yes NoHungary Yes NoIreland Yes YesIsrael Yes NoItaly Yes YesJapan Yes NoNetherlands Yes NoNew Zealand Yes NoNorway Yes NoPortugal Yes NoSpain Yes YesSweden Yes YesSwitzerland Yes YesThailand Yes NoUnited Kingdom Yes YesUSA Yes No

2. International Callback (with dedicated trigger number). See Appendix B for the call-flow description. Can be provided in any country worldwide. Every account is assigned a dedicated trigger number in France. The Wholesale Agent should manually enter the customer´s callback number into the platform.

3. CLI Callback. See Appendix C for the call-flow description. Can be provided in countries where the local telephone networks do not mask the CLI (Caller Line Identification) - in other words they do not mask the phone number from which the trigger number has been dialed. With the CLI Callback service Wholesale Agents can print and sell callback calling cards.

Copyright 2007 Nergy Telecom. All rights reserved. 2-25


It is possible to automatically save the caller’s CLI upon first use or the Wholesale Agent can programme certain key combinations for saving and deleting CLI (Caller Line Identification, or ANI: the number from which the caller places the call). For example using #789 for saving CLI and #987 for deleting it.

In the case of the Automatic Save CLI upon First Use option: once the customer has entered a PIN Code it will not be requested again while the calls are made from the same phone number

If key combinations are programmed for saving/deleting CLI, the customer must dial the key combination for saving the CLI after the PIN Code is entered. Again, once the customer has entered a PIN Code it will not be requested again while the calls are made from the same phone number

It is also possible to activate an option for automatically deleting the caller’s CLI when the credit of the PIN Code (account) reaches the minimum balance value set by the agent.

4. VoIP CLI Callback. See Appendix H for the call-flow description. The service can be provided in the countries where the local telephone networks identify the CLI (Caller Line Identification), i.e. the Caller ID can be identified by each local telephone network. Users will trigger a callback by dialling the local landline number instead of the French phone number. A VoIP gateway with FXO ports will transfer the caller’s ID (CLI) to Nergy Telecom’s platform via the Internet. After the caller’s CLI has been identified, the system will call back to the number from which the local trigger number has been dialed.In order to provide this service to customers the Agent will need to:

Purchase a VoIP Gateway with FXO ports or use own existing one. Obtain phone lines (analogue or digital) from the local telephone company. Connect the phone lines to the VoIP Gateway and configure it to reject calls after CLI is received (Nergy

Telecom’s Support team will assist with configuration). The VoIP CLI Callback service can be used as an alternative solution if the Agent’s local telecom operator blocks French trigger numbers or if, for some reason, Agent’s customers are not able to call France to trigger Callback from their phones (basically Nergy Telecom provides French trigger numbers for callback services). This service can be provided by Wholesale Agents simply by printing and selling the Calling Cards.

5. VoIP gateway Direct Dial. See Appendix D for the call-flow description. This service can be provided in virtually any country. Using VoIP Gateway enables the Wholesale Agent to completely eliminate the A_LEG cost and as a result they only pay Nergy Telecom for completed B_LEG calls. See the description of A_LEG and B_LEG further on in this file. This service can be used to print and sell calling cards. In order to use this service the Wholesale Agent will need to do the following:

Purchase VoIP Gateway or use own existing one. Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, ADSL, E1 or T1, ISDN or Frame Relay). Connect a phone set to the VoIP Gateway or obtain phone lines (analogue or digital) from the local

telephone company in order to connect to the VoIP Gateway.

6. PC-to-Phone Direct Dial. See Appendix E for the call-flow description. With this service customers will be able to place international calls using PCs connected to the Internet (dial-up or dedicated). Using PC-to-Phone calling services enables the Wholesale Agent to completely eliminate the A_LEG cost and as a result they only pay Nergy Telecom for completed B_LEG calls. This service can be used to print and sell calling cards. In order to use this service the Wholesale Agent needs to place a link on a website to download the dialler for his customers or can provide dialler software to the customers (please contact the support team for assistance).

7. IP/GSM gateway CLI Callback (See Appendix F for the call-flow description)

In most cases, when the IP/GSM Gateway is used for the callback application, all the CLIs of customers calling either from landlines or mobile phones are identified. Therefore the common problem that occurs



when domestic telephone companies block CLIs on overseas calls can be bypassed. This service can be provided in virtually any country.

The Wholesale Agent will need to do the following: Purchase an IP/GSM Gateway or use the existing one. (Nergy Telecom can provide 2N IP/GSM

Gateways, please contact your account manager for more information). Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay). Obtain one or more mobile numbers (SIM cards) from the local mobile provider. These SIM cards will be

installed into the IP/GSM gateway.

Users will dial local GSM numbers (installed to the IP/GSM gateway) as a regular trigger number and the call will flow the same way as with the CLI callback service (see Chapter 3).

It is possible to automatically save the caller’s CLI upon first use or the Wholesale Agent can programme certain key combinations for saving and deleting CLI (Caller Line Identification, or ANI: the number from which the caller places the call) .For example using #789 for saving CLI and #987 for deleting it.




8. IP/GSM gateway Direct Dial. (See Appendix G for the call-flow description)This service can be provided in virtually any country. Using the IP/GSM Gateway enables the Wholesale Agent to completely eliminate A_LEG cost and as a result they only pay Nergy Telecom for completed B_LEG calls. This service is targeted mainly at customers who use GSM mobile phones for placing international calls.

The Wholesale Agent will need to do the following: Purchase an IP/GSM Gateway or use the existing one (Nergy Telecom can provide 2N IP/GSM

Gateways, please contact your account manager for more information). Obtain an Internet connection (Dial-Up, Wireless, Cable, DSL, E1 or T1, ISDN or Frame Relay). Obtain one or more mobile numbers (SIM cards) from the local mobile provider. These SIM cards will be

installed into the IP/GSM Gateway.

It is possible to automatically save the caller’s CLI upon first use or the Wholesale Agent can programme certain key combinations for saving and deleting CLI information (Caller Line Identification, or ANI: the number from which the caller places the call). For example using #789 for saving CLI and #987 for deleting it.




Q. Can the customer access the different services provided by using a single account (PIN Code)?A. Yes, the Wholesale Agent’s customers can use all the services provided using a single account (PIN Code).

Q. What is the procedure for becoming a Nergy Telecom Wholesale Agent?A. To become a Wholesale Agent it is required that you fill out and return the Agent Application Form. Following this you make an initial service usage prepayment of not less than 500 USD.



Q. How long after the initial payment and Wholesale Agent application are received will it take to set me up completely as a Wholesale Agent?A. After the initial prepayment and Wholesale Agent Application Form are received, our Support Team will send you a list of questions regarding how you want to configure the platform. After these questions have been answered the support team will send a retail rates file which should be completed and returned. Once this process is completed it will take approximately 1-2 working days to finish the configuration of the platform.

Q. How do Wholesale Agents manage their business?A. Online access to the Agent Account Management (AAM) interface is provided to all Wholesale Agents. The AAM interface can be accessed from any computer connected to the Internet.Alternatively, Wholesale Agents are offered to manage the platform through the Mobile Account Management interface (MAM) accessible through a mobile phone (smart phone) connected to the Internet. However, the set of features available at MAM interface is limited by several key sections only.

Q. Are there any requirements when becoming a Wholesale Agent?A. No, there are no requirements.

Q. Do Agents have to host the billing platform on their own computers/servers?A. No, all the software is hosted on Nergy Telecom’s servers.

Q. Are there any circumstances whereby Nergy Telecom can suspend the Wholesale Agent’s account?A. Nergy Telecom reserves the right to suspend a Wholesale Agent’s account if a Wholesale Agent has not been generating voice traffic for several months and/or the Wholesale Agent’s Account balance is below zero.

Q. If my Agent account has been suspended, how can I reactivate it again?A. A prepayment of no less than 500 USD should be made in order to reactivate the suspended Agent account.

Q. How long does it take to reactivate my Agent account?A. The account will be reactivated within 1 working day after receiving your prepayment. The database will keep previous settings such as rates, accounts and tariff classes etc. However, previous trigger numbers (DIDs) will be replaced with new ranges of DIDs.

Q. What is the quality of the services provided by Nergy Telecom?A. Nergy Telecom is connected to major carriers, which ensures the high quality of our services. Nergy Telecom is constantly working to improve the quality of service provided..

Q. Do I need to have a computer in order to manage the platform?A. It is not necessary but strongly recommended. The platform management is done via a web interface, which can be accessed at any time by any computer connected to the Internet.

Q. Are there ever delays when calling using Nergy Telecom’s network?A. Delays do occasionally occur. This is dependent on the originating country and also the destination country. Delays usually occur when calling from/to mobile phones.

Q. What types of accounts can be created?A. Wholesale Agents can create Prepaid or Postpaid accounts. In the Prepaid mode agents first credit their account with a chosen amount of money and then customers can make calls until the credit is depleted. In the Postpaid mode agents set a monthly usage limit for each customer and the customer can only place calls within that limit. Each month the customer’s usage is nulled. It is only possible to set these Account types at the Batch level. There cannot be one prepaid account and one postpaid account in the same batch. The Prepaid account type is almost always used for calling card applications and in most cases for Callback as well.

Q. What are PIN Codes and how do they work?



A. When the Agent creates an account a unique PIN Code is generated. PIN Codes represent accounts. When the customers enters their PIN Codes, the system identifies how much credit is remained in their account and either allows or blocks them making calls (please see the Appendix section for the different call-flow examples available with Nergy Telecom).

Q. How are PIN Codes created?A. Agents do not create PIN Codes; they create accounts that have dedicated PIN Codes. The Account has a balance and when the Agent creates new accounts, the platform automatically generates the PIN Codes for them.

Q. When the account is created with, for example a 5 USD credit on it, according to which rate will this amount will be reduced when the customer makes calls?A. The balance on the account will be reduced according to the retail rates defined by the Wholesale Agent.

Q. Does Nergy Telecom print the cards for the Wholesale Agents?A. No, Nergy Telecom only provides the ability for creating accounts with PIN Codes. The Wholesale Agents are responsible for printing these PIN Codes on their own cards.

Q. Can Wholesale Agents create and modify accounts and customers?A. Yes, the Wholesale Agents can create and modify accounts and customers via the online Agent Account Management interface.

Q. Can Wholesale Agents view profit reports and billing reports?A. Yes, in the Agent Account Management interface, the Wholesale Agents can view all profit and billing reports. The profit report shows how much the Agent has charged his/her customers and how much Nergy Telecom has charged the Agent. The billing reports show the call details of customers, a batch of accounts or for the whole product.

Q. How does the DID (trigger number) assignment work? Is the Agent required to e-mail Nergy Telecom with new contact numbers and then wait for activation or are they able to do this via the Internet?A. It is not necessary to e-mail us each time you set up an account. When Wholesale Agents sign up, they indicate the number of accounts required and provide Nergy Telecom with the range of numbers of those accounts. Then we assign the same number of DIDs to each account number. Through the online Agent Account Management interface the Wholesale Agents will be able to see the account and its corresponding DID.

Q. Can Wholesale Agents print their own customised calling cards with their brand name and logo?A. Absolutely, this is a part of Nergy Telecom business model, to allow Agents to run their own telecom businesses without having to heavily invest in equipment and carrier deposits.

Q. Can Wholesale Agents grant online access to their customers for viewing their accounts?A. Yes, Agents can grant access to their customers to check the billing for their accounts and change their callback number, CLIs etc online. Through the Agent Account Management interface the Agents can assign logins and passwords to their customers. These logins and passwords should be entered at this address my.nergytelecom.net.

Q. Can Nergy Telecom link the Agent’s website with its database so that the Agent’s customers can access their accounts from the Agent’s website without even seeing the name of Nergy Telecom?A. Yes, this is possible. Please contact us for more details.

Q. Can a customer trigger a call through the Internet, SMS or e-mail?A. Unfortunately at this time Callback can only be triggered when dialling the trigger number.

Q. From which country do the trigger numbers originate?A. The trigger numbers for Callback with dedicated trigger numbers are all French local numbers and have 11 digits, in the following format: +331xxxxxxxx



Q. Is there any limit for the capacity or the number of accounts that can be created through the management platform?A. The platform does not have any limits for the number of accounts that can be created. As for the capacity, Nergy Telecom’s network grows gradually at the same time as the number of customers (and therefore the traffic they generate) increases, therefore not causing overcapacity problems.

Q. Can Nergy Telecom provide a credit card-processing feature for Agents?A. Unfortunately Nergy Telecom cannot provide this feature to the Agents at the moment.

Q. How many billing layers (tiers) does the platform have?A. At the moment, our platform has only 2 billing layers. The first shows the wholesale rates for Agents, the second shows the Agent’s retail rates for their customers.

Q. Can Agents have Resellers?A. Yes, the Agents can have Resellers and can assign accounts to these Resellers.

Q. Can Agents provide access to the AAM interface to their Resellers?A. Yes, the Agents can provide access to the AAM interface to their Resellers. Resellers will only be able to edit the accounts assigned to them by an Agent. They can only credit/charge the accounts within the amount credited by an Agent to the Reseller’s balance.

Q. How are the Resellers paid?A. The profit and billing reports show the sales generated by the Resellers and the Agent can grant a fixed commission-based percentage on these sales. Alternatively, Agents may collect payments from their Resellers that already exclude the Reseller’s commission. For example, if an Agent wants to provide 20% commission to the Reseller, he/she adds, for example, 100 USD to the Reseller’s account but subsequently only collects 80 USD (thus, the 20 USD commission will be kept by the Reseller).

Q. What types of Account can be assigned to Resellers?A. Agents can assign prepaid or postpaid accounts to Resellers. If prepaid accounts are assigned to a Reseller, the Reseller will be able to credit/charge his/her accounts only within the amount credited to the account by an Agent. If postpaid accounts are assigned to a Reseller, then the Reseller’s balance is not associated with the accounts. That means that Reseller’s balance will not decrease if a customer makes a call using a postpaid account. In such cases, the Agent takes a responsibility to negotiate and decide how to deal with a Reseller, who requires postpaid accounts.

Q. Are there any additional ways of managing Resellers?A. Yes, it is possible to upgrade from Wholesale Agent status to Master Agent status and manage relationships with Resellers on a new level: every Reseller with significant traffic can be provided with a separate Agent platform that will have a full list of options. A Master Agent will be able to manage multiple Agent platforms using the special Master Agent Account Access.



What are the advantages of being a Master Agent rather than an Agent?A. After upgrading status from Agent to Master Agent, the following benefits will be available to the Master Agent:

Master Agents are able to include a percentage of commissions (profit margin) into the wholesale rates and these rates will be the wholesale rates for all their Agents. Master Agents can define this percentage value

by themselves. At the beginning of each month Nergy Telecom will return the commissions according to the monthly consumption on the Agent database and the percentage defined by the Master Agent

Master Agents can provide their Agents with a complete set of options available on the Agent platform Master Agents can manage their Agent’s databases using special Master Agent access to the web interface. Master Agent access allows the managing of Agent Balances and gives access to any Agent

databases included in the Master Agent database. At the same time Master Agents may continue using their own Agent databases (the current version)

Q. What are the advantages for the Reseller when an Agent upgrades to a Master Agent?A. After upgrading status from Agent to Master Agent the Agent’s Resellers will have the following extra abilities:

Access to a separate Agent platform (similar to the Wholesale Agent Platform) The ability to have their own Wholesale Agent rates The ability to set their own retail rates and use the Wholesale Agent balance The ability to manage their own Resellers

Q. What are the requirements for upgrading Agent status to Master Agent status?A. To upgrade status from Agent to Master Agent the following requirements must be met:

The monthly traffic of the Agent must have been more than $7000 during the past 3 months Agents must provide detailed information about their business plan regarding co-operation with their Resellers including the expected monthly purchase volumes of each Reseller and the appropriate market areas Agents must have their own website that enables them to provide their Resellers with access to the customised AAM interface (the special service of AAM redirect is provided upon a sign-up fee of $100) Agents must guarantee the minimal monthly volume on each Agent platform under their Master Agent Account up to the value of $5000 after the first two months

Q. Can Nergy Telecom link the Agent’s website to its database so that the Agent’s customers can access their accounts from the Agent’s website without even seeing the name of Nergy Telecom?A. Yes, Nergy Telecom can provide a link to the CAM (Customer Account Management interface) for the Wholesale Agents. Please contact your account manager to request the quotation and more information.

Q. Can Agents adjust the CAM (Customer Account Management) interface settings, i.e. background colour, layout of the menu, etc?A. If Nergy Telecom provides a link to the CAM then the Agent will be able to change the following settings of the CAM web interface:

Background colour Menu layout (horizontal, vertical) Add logo Add customer service e-mail and phone number

Q. What can customers can when they access their accounts through the CAM web interface?A. Customers can do the following:

See their balance or current monthly usage See their PIN Codes and trigger numbers Change the Callback numbers and add/remove/edit CLIs in the account See and print billing reports and invoices Update personal information (i.e. address, phone, e-mail etc.)

Q. What are the technical requirements for the domain name or hosting which will be used for the CAM?



A. There are no such requirements. All the agent should do is redirect the domain or sub-domain to the IP that we provide.

Q: Is there a monthly fee for the VoIP gateway Direct Dial service?A: No. There is no sign-up, installation or monthly fees for the VoIP gateway Direct Dial service.

Q: Is there a monthly fee for the IP/GSM gateway CLI Callback service?A: No. There is no sign-up, installation or monthly fees for the IP/GSM gateway CLI Callback service.

Q: Is there a monthly fee for the IP/GSM gateway Direct Dial service?A: No. There is no sign-up, installation or monthly fees for the IP/GSM gateway Direct Dial service.

Q: If I purchase an IP/GSM gateway from Nergy Telecom, do I have to configure it myself?A: No, if you purchase IP/GSM equipment from Nergy Telecom, we will make the necessary configuration remotely. Therefore, you will only have to connect it to the Internet and assign a global IP address to the device.

Q: Can an IP/GSM gateway be used for the Direct Dial service and for the CLI Callback service at the same time?A: Yes, it is possible providing the device has more than 1 SIM card installed within. Thus each SIM card can be programmed for a specific service.

Q: If I use my own IP/GSM gateway, what codecs and protocols it should support?A: The IP GSM gateway should support G.729, G.723.1, G.711 A-Law, G.711 U-Law, Net Coder codecs and be compatible either with the SIP or H.323 protocol.

Q: What is the bandwidth required for the IP/GSM gateway Direct Dial?A: A minimum of 16 Kbit/sec bandwidth is required per each channel of the IP/GSM gateway (for example. 64 Kbit/sec will be required for 4 channels).

Q: What type of SIM card should be installed into the IP/GSM gateway?A: Any SIM card can be used. Both European bands (GSM 900 and DCS 1800) are supported as well.

Q: Are there any warranties on the IP/GSM equipment?A: Nergy Telecom will provide a 1-year (12 consecutive months) warranty from the date of purchase.

2. Pricing, Billing and Payments

Q. Do I need to make any investments to buy equipment or pay set-up or sign-up fees in order to become a Wholesale Agent?A. No. The investment is only needed if the agent is going to provide calling cards using the VoIP gateway (in this case the agent will have to purchase a VoIP gateway).

Q. Are there any monthly fees, minimum sales requirements, taxes or hidden charges?A. No, Wholesale Agents only pay for the services they actually use.

Q. What are the payment methods?A. Currently, Wholesale Agents can make payments via bank/wire transfer, Western Union Quick Pay, using a credit card through the MoneyBookers payment system, or you can choose the most convenient method from the list available at Stratocash: Pay by Cash, CertaPay, e-Gold, GoldMoney, NETeller, Paysafecard, Wallie Card, WebMoney transfer, Western Union SwiftPay, TravellersExpress MoneyGram, Money Order / Cashiers Cheque.



Q. In what currency should the payments be made?A. The payments should be made in USD. If you choose to pay in another currency the amount received will be converted to USD using the market exchange rate and will then be credited to your account.

Q. How long does a bank/wire transfer take?A. When the payment is made via bank/wire transfer it usually takes up to 4-5 working days to reach our account. Please note that in some cases it may take longer. The time required depends on the country of origin and the corresponding bank through which the payment is made.

Q. Can you credit the money to my account when you receive a confirmation by fax?A. Unfortunately, the payment is only credited to the Agent’s account when it is actually received by Nergy Telecom.

Q. How are Wholesale Agents charged?A. When an Agent makes a payment, it is credited to the agent account within Nergy Telecom’s system. When the Agent’s customers begin making calls the wholesale cost of these calls will be deducted from the Agent’s account. When the balance on the account reaches 0 (zero) the customers are no longer able to place calls even if they have credits on their own accounts within the Agent’s platform. Agents are charged for all legs of the calls (either A_Leg or B_Leg, see Chapter 3 for descriptions of A_Leg and B_Leg). If the Agent’s customer (after the switch has called back) cannot connect to the destination (B_Leg) the Agent will be only charged the wholesale cost of the A_Leg call duration.

Q. Every time I make a payment does that credit me with a certain number of units that I get to allocate to my clients?A. No, payments do not supply Agents with units to be allocated to the customers. Moreover, the Agents can credit any amount to their customers’ accounts but if there is no money left within the Agent’s account, those customers will not be able to make calls, even if they have plenty of funds left in their own accounts.

Q. At what billing increment are the Wholesale Agents charged?A. The Wholesale Agents are charged at a 1-second billing increment.

Q. When Wholesale Agents create PIN Codes with a fixed amount of credit on them for their customers, do these PIN Codes have a fixed wholesale cost for the Agent?A. No, the PIN Codes never have any fixed costs for the Agents. Agents are charged based on the actual usage of services by their customers.

Q. The billing increment for wholesale charges is per 1-second what is the minimum charge duration for any leg?A. There is no minimum duration charged for any leg of the call. Both legs are charged at a flat 1-second billing increment.

Q. How long will it take you to credit my account after you receive a payment from me?A. As soon as we receive the payment we will credit you within 1 hour.

Q. What is the difference between Wholesale Premium and Wholesale Standard rate plans besides the rates?A. As you noticed the Premium rates are more expensive than the Standard ones. It gives us more flexibility on Premium routing to solve the quality problem immediately for B_leg destination. For example if one of our carriers who supports the best quality for a certain destination will suddenly increase the rate we still can send calls through this carrier for Premium rate class customers, but for Standard plan we might have to use an alternative route which may not be as good as on Premium. However we will put all reasonable efforts to ensure the highest possible quality on the Standard route as well. Please note that in Callback application the A_Leg part of the call will have the same routing with the highest possible quality for both plans (Premium and Standard).



Q. Are the Wholesale Standard rates provided with bad quality routes?A. No, the quality of calling services for Standard rate plan is good. The only difference with Premium is that in case the quality to a certain destination suddenly drops down it may take more time to restore it on Standard class because we will have to choose only among the carriers with low rates (in order to keep the Standard rates low). With Premium rate plan we can be more flexible and choose more expensive carriers to sustain the quality.

Q. If I sell callback service with Wholesale Standard rates would the quality management be un-flexible on both legs of call?A. No, for the A_leg part of a callback application on Standard plan we set the same routing as on Premium one. The reason is that the A_leg part of a call is very sensitive in terms of quality and we maintain the best possible routes for it, regardless of the rate plan used. Only B_leg routing, which is normally less volatile than the A_leg one, will be based on Standard rates.

Q. Can I get discounts on Wholesale Standard rate plan in case I increase my sales volumes?A. Unfortunately the discounts for Wholesale Standard rates are not provided regardless of the traffic volumes.

Q. Can I get discounts on Wholesale Premium rate plan in case I increase my sales volumes?A. Yes, with the Wholesale Premium rate plan we can give some discounts. Reductions are provided on the following terms:

If you just started working with Nergy Telecom and did not receive any discounts before your Account Manager can provide you lower rates for your top 10 destinations (you will need to send a list of such destinations by e-mail to your Account Manager)

In case you were already provided with the initial discounts and you still need further rates reduction, then, Account Manages would consider each case individually. The main criteria considered in such cases are:

1. How long do you work with Nergy Telecom2. What are the traffic volumes for the requested destination during last 2-3 months3. Was there any traffic increase for the requested destination during the considered period4. How do you plan to increase the volumes on the requested destination (you would need

to provide a brief description of your marketing plan)

Q. Can I change the rate plan?A. Yes, you can change the rate plan at any time. For this you will need to send an e-mail request to your Account Manager and within 1 business day you will be switched to another rate plan (from Wholesale Standard to Wholesale Premium and vice versa).

Q. Can I test Wholesale Standard or Wholesale Premium routes?A. Yes, you just need to send an e-mail request to your Account Manager and we will provide you a test account with the appropriate routing settings. You will be able to make test calls within the assigned balance for free.

Q. Can I test Wholesale Standard and Wholesale Premium routes at the same time to compare the quality?A. Yes, you just need to send an e-mail request to your Account Manager and we will provide you with two test accounts with different routing settings (Premium and Standard). You will be able to make test calls within the assigned balances for free.

3. Platform ConfigurationQ. In what languages can the IVR (Interactive Voice Response) be played?



A. Voice prompts are available in 13 languages: English, German, French, Russian, Italian, Spanish, Arabic, Dutch, Swedish, Norwegian, Danish, Portuguese, Chinese (Mandarin)

Q. What is the account number?A. Accounts are usually grouped by Product (for example SNH01) and Batch (batches are groups of accounts within a product and are numbered as 1,2,3 and so on). The number of batches that can be created within a Product is unlimited. Accounts are created within the batches and are also numbered as 1, 2, 3 and so on). So the first account in the first batch of product SNH01 will have a number SNH01-1-1. Or the number of the third account of batch 2 will look like this: SNH01-2-3.

Q. What is A_Leg and B_Leg?A. In the callback call-flow all calls consist of 2 legs: A_Leg and B_Leg. A_Leg is the part of the call when the switchcalls back to the customer after the trigger number has been dialed. B_Leg is the part of the call from the switch to the destination phone number dialed by the customer.

Q. What is the billing increment?A. Billing increment is the rounding duration used for charging. For example if the billing increment is set to 30 seconds, the rate per minute is 0.6 USD and the customer makes a call with duration of 25 seconds he will be charged 0.3 (rate per 30 seconds). If he calls for 35 seconds he will be charged 0.6 (the rate per 1 minute).

Q. What billing increments can be set by Wholesale Agents?A. The wholesale agent can define any billing increment (for example 1-second, 30-second, 60, 180 or any other billing increment).

Q. What are the billing steps?A. The Wholesale Agents can define up to 4 billing steps. Here is an example of a configuration with 3 steps: Step 1 – charge the customer at a 60-second billing increment for 2 minutes, Step 2 – charge the customer at a 30-second billing increment for 1 minute, Step 3 – charge the customer at a 6-second billing increment until the call is finished. The duration of the last step should have no limit otherwise the duration of the total call will be limited. With this configuration, if the customer makes a call for 55 seconds the charge is for 60 seconds. If the customer makes a call of 2 minutes 25 seconds, then the charge is for2 minutes 30 seconds. If for the call lasts for 3 minutes 7 seconds the charge will be for 3 minutes 12 seconds.

Q. What billing modes can be applied by Agents for customers?A. There are 4 billing modes that agents may choose from:

A_Leg is disabled A_Leg billing is equal to the duration of the B_Leg (only for connected calls) Complete A_Leg billing regardless of whether the call is connected or not Complete A_Leg billing only if call is connected

A_Leg is Disabled. The customer pays only for B_Leg part of the call and only if the call is connected. The Agent pays the full A_Leg and B_Leg wholesale cost.



A_Leg billing is equal to the duration of the B_Leg (only for connected calls) With this billing mode the customer pays for the A_leg and B_Leg only if the call is connected. The A_leg will be charged only for a duration that is equal to the B_Leg duration. The Agent pays the full A_Leg and B_Leg wholesale cost.

Complete A_Leg billing regardless of whether the call is connected or not With this billing mode the customer pays for the full A_Leg duration even if the call was not connected (busy, no answer, checking balance, etc.). If the call was connected then the customer pays for the full A_Leg and B_Leg durations. The Agent pays the full A_Leg and B_leg wholesale cost.



Complete A_Leg billing only if the call is connected With this billing mode the customer pays the full A_Leg duration and B_leg duration, but only if the call is connected. The Agent pays the full A_Leg and B_Leg wholesale cost.

Q. Can Wholesale Agents record their own voice prompts?A. Yes, Wholesale Agents can record their own voice prompts and send them to our support team who will upload them to their databases.

Q. Can billing for end-user customers be done in the Agent’s local currency?A. Yes, Nergy Telecom can set up any currency and bill the Agent’s customers in that currency. But if the Agent wants the platform to play the name of the currency when announcing the remaining credit on customers’ accounts then .wav files for all the languages that the Agent uses will have to be provided to Nergy Telecom.



Q. How many rate schedules can Wholesale Agents create?A. Wholesale Agents can set up multiple rates schedules for different groups of accounts. The rates schedules are assigned to the batch of accounts.

Q. How many products can Wholesale Agents create?A. Wholesale Agents can create multiple products in order to group their accounts.

Q. What other charges can be defined in the platform?A. Agents can set the following charges for their customers:

1. Connection charges - The caller is charged a fixed amount each time they are connected to the destination number

2. Disconnection charges - The caller is charged a fixed amount at the end of the call3. Session fee – The session starts when the customer is connected to our switch and ends when the call is

disconnected. During one session, the customer can make 1 or more calls. If the session fee is set then customers will be charged a fixed fee each time they connect to the switch, regardless of whether or not they make a call

4. Session fee successful calls - If this kind of fee is set then the customer will be charged only if they make at least one successful call during the session

5. Session fee no successful calls - If this fee is set then the customer will be charged only if the they do not make any successful calls during the session

6. Administrative fee - This is a fixed fee that can be taken from customer accounts on a daily, weekly, monthly, every 2 or 3 days etc. basis

Q. Which charges in the system are taken into account when calculating the number of minutes available?A. Charges 1 and 2 from the previous question are included when calculating the duration available for calling; all other charges are not.

Q. Could the system misinform the customer about the amount of minutes they have available?A. No, the system will only state the actual time available for calling

Q. Can the Agent limit the maximum duration of a call?A. Yes, the Agent can limit the maximum duration of a call.

Q. If the Agent has limited the maximum duration of a call to 30 minutes but the customer has a balance sufficient for 35 minutes of calling, what duration will be stated by the system?A. A duration of 30 minutes will be stated by the system.

Q. Is it possible to save the caller’s CLI for the Toll-Free Direct Dial and CLI Callback applications so that once the CLI is saved it is no longer necessary to enter a PIN Code?A. Yes, it is possible to programme certain combinations for saving or deleting a caller’s CLI (for example #789 for saving CLI and #987 for deleting it).

4. Technical SupportQ. What are Nergy Telecom’s office hours?A. General Office Hours:

Mon-Fri 9.00 am – 7.00 pmSat 11.00 am – 4.00 pmTechnical Support Hours:Mon-Fri 9.00 am – 9.00 pmSat-Sun 11.00 am – 4.00 [email protected]


mailto:[email protected]


Time zone: GMT + 5 h

Q. How will Nergy Telecom respond to my concerns outside regular office hours? A. Unfortunately at this time we are only able to provide you with assistance within our office hours. However, we have found that there are very few cases where our assistance is required overnight or at the weekend. .



5. AppendixAppendix A. Toll-Free or Local Number Direct Dial call-flow:



Appendix B. International Callback call-flow:



Appendix C. CLI Callback call-flow:



Appendix D. VoIP gateway link:

VoIP Gateway Direct Dial call-flow:



Appendix E. PC-to-Phone Direct Dial call-flow:



Appendix F. IP/GSM gateway CLI Callback call-flow:



Appendix G. IP/GSM gateway link:

IP/GSM gateway Direct Dial call-flow:



Appendix H. VoIP CLI Callback call-flow:



6. Glossary

AAM- Agent Account Management interface

CAM- Customer Account Management interface.

CLI – Caller’s Line Identification. Identification of the phone number from which the call is made.

DID – Direct Inward Dialling. The phone number assigned to the customer that triggers callback (trigger number).

DTMF - Dual Tone Multi Frequency is the signal generated to the phone company when you press an ordinary telephone's touch keys. In the United States and many other countries, it is known as "Touchtone" (formerly aregistered trademark of AT&T). DTMF has generally replaced loop disconnect ("pulse") dialling. With DTMF, each key you press on your phone generates two tones of specific frequencies. In order to prevent a voice imitating the tones, one tone is generated from a high-frequency group of tones and the other from a low-frequency group.

VoIP- Voice over IP (or Voice over Internet)


wholesale agent program faqs 1[1].5

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