Technical Frequently Asked Questions 1. What do I need to use the PLDT TalkPad Service? You need to have an Internet Access, a PC or laptop installed with the PLDT TalkPad softphone, headset or a USB phone. What are the minimum PC system requirements? i. PC running Windows 2000 or XP ii. Full duplex sound card with speaker and microphone iii. 160MB hard drive space iv. Internet Connection (preferably Broadband, DSL Connection)
Note: PLDT TalkPad client does not support MAC and Linux O.S. 2. How will I check my Internet connectivity? Loss of internet connectivity to the PLDT TalkPad can cause issues with placing or receiving calls. To check for internet connectivity, try the following steps: i. Ensure all power cords and cables connecting your computer, cable/DSL modem, and other equipment on your network are securely plugged in. ii. Open a browser on your computer and try to browse to a few web sites. Make sure you refresh the page, to ensure you are not simply viewing a cached version of the page. If you can open up a few web pages, then your internet connection is not down.
3. How much bandwidth do I need? PLDT TalkPad softphone requires an internet connection with at least 64Kbps bandwidth during a call session. For a better voice quality, the preferred connection is a broadband like DSL. The bandwidth requirement varies based on the audio codec used by the softphone. A reference table is shown below. Codec Information G.711 (64 Kbps) G.729 (8 Kbps) iLBC - (13.33 Kbps) GSM Bandwidth Ethernet (Kbps) 87.2 31.2 15.2 13
4. How long does it take to download and install the PLDT TalkPad client to my computer? PLDT TalkPad has two main software components, a softphone client and a Microsoft .NET Framework 2.0 application. Size of PLDT TalkPad application = 3.16 MB Size of Microsoft .NET Framework 2.0 application = 23 MB
The duration of the installation will be dependent on the existing installed applications of the subscriber’s computer: If the computer of the subscriber has already an installed Microsoft .NET framework. o Downloading of the TalkPad application from the site – around 15 seconds. o Installation of the TalkPad client – around 30 seconds. If the computer of the subscriber do not have an existing Microsoft .NET framework. o Downloading of the TalkPad application from the site – around 15 seconds. o Downloading of the Microsoft .NET framework, this is automatically triggered by the TalkPad application upon its installation – around 5 minutes. Installation of the .NET framework automatically follows – around 7 minutes. o Installation of the TalkPad client – around 30 seconds.
5. What are the typical Internet Connectivity diagrams? TalkPad is designed to run under these environments. a. DSL (Digital Subscriber Line) Typical setup.
Internet Modem PLDT Talkpad User
b. DSL (Digital Subscriber Line) Typical setup with router.
Internet Wireless/Wired Router Modem
PLDT Talkpad User
6. What internet connections that works well with the TalkPad service? Broadband internet connections are the recommended network configurations for the TalkPad service. However, certain internet connections are found to be more suitable for the service in making call, SMS and chat scenarios. The service works well with PLDT DSL (Digital Subscriber Line) connectivity. Although, it can also work with other DSL providers that allows the ports needed for a standard VoIP service. In particular, these ports: TCP – 80 (http), 473 (NAT support), 5222 (chat service), 8766 – 35,000 (voice or RTP service) and UDP – 5060 (signaling) should be opened to allow the features of TalkPad to function well. In terms of wireless broadband connection: For PLDT WeRoam – ideally the network connection should be forced to 3G or to a higher broadband data transmission speed. For Smart Broadband (SmartBro) – all call, SMS, and chat functionalities work well such as:
PLDT TalkPad (PC client) can do inbound and outbound calls to a PLDT landline phone and to Smart Communication mobile subscribers. o Outbound SMS from a PLDT TalkPad (PC client) to Smart Communication mobile subscribers and vice versa. o Chat service from a TalkPad (PC client) Messenger to another PLDT TalkPad (PC client). Inbound calls from a PLDT TalkPad (PC client) to another PLDT TalkPad (PC client) works well but “outbound calls” experiences one way audio due to the system configuration of Smart Communications on their routers in the Base Stations. o 7. How do I configure my router to work in the TalkPad service? Here are the routers that were tested to work well with the TalkPad service. For routers that are not mentioned below, you can simulate the changes of parameters based on the settings as indicated in each router. a. Linksys Routers No configurations or modifications of parameters are needed for Linksys routers. The TalkPad service will work with Linksys factory settings.
b. Bufallo Routers Similar with Linksys, no modifications that needs to be done for Bufallo routers to work for the TalkPad service.
c. D-Link Routers Port Forwarding should be done for D-Link routers to work on TalkPad. Ports that need to be forwarded are TCP – 80 (http), 473 (NAT support), 5222 (chat service), 8766 – 35,000 (voice or RTP service) and UDP – 5060 (signaling). Procedure for implementing the Port Forwarding: o Go to an Internet browser. o Connect to the D-Link Router I.P. by typing http://. The I.P. can be determined by going into the “command prompt” then type “ipconfig”. This information will appear: (a) IP Address, (b) Subnet Mask, and (c) Default Gateway. D-Link Router I.P. is the same as the “Default Gateway”. o The browser will require “username” and “password”, please refer to the D-Link Router user manual for the default access. o Go to “Advanced” tab, then to “DMZ” button. After clicking the DMZ button, the page below will appear. Choose the “Enabled” option, then define the IP Address that you are using based on the determined IP Address as a result of the “ipconfig” command. o Then click the “Apply” button.
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case, you are still encountering some problems on “one-way” audio when calling from a PLDT TalkPad (PC client) to another PLDT TalkPad (PC client). Please try the following router modification as indicated below.
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Go to “Advanced” tab, then to “Application” Link Choose “Enabled” option. Then fill the required spaces with the following parameters: Name – PLDT TalkPad Trigger Port – 5060 Trigger Type – Both Public Ports – 473,5222,8766-65000 Public Type – Both Then Click the “apply” button. Wait for the router to reboot.
d. Netgear Routers For certain model of Netgear routers such as WGR614 version 7, an upgrade of firmware to resolve issues of “port forwarding” is necessary. You can visit this site http://www.netgear.de/de/Support/download.html?func=Detail&id=11923 for a detailed firmware upgrade process. The upgrade is due to the bug of some Netgear model as indicated on several VoIP forums.
8. How will I check my firewall? A firewall is used to control access between two networks. Firewalls can either be hardware (e.g. proxy server, a computer host designed to function as a firewall) or software (e.g. products by Zone Alarm, McAfee, Norton). When set up correctly, firewalls control access to and from your network, keeping unauthorized users from gaining access to your network or computers. Firewalls however sometimes poses problem to PLDT TalkPad Softphone when improperly configured. These problems can be avoided in two different ways Configure your firewall to allow PLDT PLDT TalkPad application. Make sure that the necessary ports are opened.
9. What do I need to do if I have a firewall in my network You need to ensure that the following ports are not blocked by the firewall i. TCP - 80, 473, 5222, 8766 – 35,000. ii. UDP - 5060 If a “security alert” pop-up on your screen as shown on the window below, please “click” Unblock option to enable the service functionalities.
In case a different firewall is installed in your PC, please check configuration that would unblock the PLDT TalkPad service. Examples of other firewalls are: anti-virus with firewalls (Norton and Kaspersky), zone alarm, etc.
10. Can I use my PLDT TalkPad account with another computer at the same time? The systems prevents two softphone simultaneously login. This is to eliminate routing problem.
11. How do I read my call data record or online invoice? You can have access to your account information whenever, wherever, and however you choose. Your account information is at your fingertips in your secure Online Account. You can access your Online Invoice using your Online Account. i. Log into your http://messenger.TalkPad.net ii. Sign in to access your account by entering your “username” and “password”. iii. Click on the “Products and Services” tab, then choose “Call Logs” link. 1. My Account a. Account Profile b. Purchase Items c. Call Logs d. SMS logs 12. How can I load my current balance? You may “top up” your account using a credit card through our secure online payment option at any time. In order to make a payment, please follow these easy steps: Log into your http://www.PLDTTalkPad.net Sign in to access your account on the “username” and “password” space. Click on the “Products and Services” tab, then choose “Top Up/Reload” link. You can choose from these credit purchase i. Php 230.00 ($5) ii. Php 1,150.00 ($25) iii. Php 1,840.00 ($40) Click “Pay Now” button
13. How do I change my password? You can change your PLDT TalkPad Service online account password at any time:
Log into your PLDT TalkPad service account to http://www.PLDTTalkPad.net Enter your username and password Click “my Account” tab, your account profile can be edited on this page and also you can change or update your password. On the Change Password space, fill in the spaces: o Old Password o New Password, it should be 8-15 character alpha-numeric o Confirm New Password
14. How can I troubleshoot issues with my service?
If you are experiencing issues with your PLDT TalkPad service, there are some simple things you can check. In many cases, what seems like a serious problem can be solved with some very basic troubleshooting steps that anyone can do. To begin, please select the symptoms from the list below: Choppy, One-way, or Dropped Audio
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With choppy audio and one-way audio, either party on the call hears the audio breaking up, or no audio at all. Dropped audio is when a call is in session and both parties are unable to hear each other. Possible causes include poor internet connection, incorrect LAN settings, invalid audio device configuration or a mere improper headset/speaker setup.
Static or Garbled Audio o o Static / garbled audio can be noises such as buzzing and crackling, or distortion where it sounds like the speaker is muffled or talking underwater. Possible causes include poor internet connection, invalid audio device configuration, noise feedback from a speaker, lightning device, etc. Echo is either when you are able to hear your own voice on the phone or the person you are speaking to is able to hear themselves. Possible causes includes, feedback from a speaker, incorrect LAN Setting
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Unable to Receive Inbound Calls o Possible causes invalid LAN setting, improper headset/speaker setup or firewall restriction is in placed.
Unable to Make Outbound Calls o Possible causes invalid LAN setting, improper headset/speaker setup or firewall restriction is in placed.
Simple tips for resolving the following problem: Poor Internet Connection o Usually you will experience this when you’re getting a poor or slow connection from your ISP Provider. A dial-up connection normally can only give you around 64Kbps of bandwidth connection and if this deteriorates it sometimes cause poor voice quality. Broadband connection like DSL is the preferred connection for PLDT TalkPad. Continues ping can be done to check whether you’re getting a consistent and good connection. (eg. C:> ping www.TalkPad.net -t). Here you will see if you’re getting some dropped packets which can also be a cause of poor voice quality or choppy voice during a call session. You may also measure the bandwidth that you’re getting from your ISP Provider by going to this site http://www.bandwidthplace.com/speedtest/. If you’re getting slow connection of less than 64Kbps, then you may start experiencing a poor voice quality. You must contact your ISP Provider if you encounter any of the above-mentioned problems.
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Invalid Audio Device Configuration o For PLDT TalkPad to work properly, audio device should be configured properly. It can be checked by opening the hardware device manager of your computer. By looking at the list, make sure that all the drivers for audio/sound devices are installed. You may refer to the manual of your audio device for proper configuration.
Improper Headset/Speaker Setup
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Common encountered problem is improper headset/speaker setup. Make sure that your headset or speaker is functioning well by doing some audio test. Ensure that your speakers or headphones are plugged into the appropriate port on your computer Please check the audio and sound device properties. Make sure that the volume is adjusted and mute property is disabled. Volume should be adjusted properly to suit your hearing preference. Make sure that the mute setting for the microphone is off.
Noise Feedback o Noise feedback from speakers, TV, lightings, etc can affect voice quality and can easily avoided by lowering the volume or by changing orientation of your computer. Please find a suitable, quiet place when making a call.
Invalid LAN Setting o Since PLDT TalkPad can be used in different network setup, the program provides an option to adjust the way it connects to the TalkPad Service. This tends to simplify the softphone configuration for different LAN Setup. If the phone doesn’t’ seems to work properly (eg. It cannot receive a call or one-way audio) then the user maybe experiencing a LAN Problem. It can be adjusted by clicking the TalkPad icon found on the lower right corner of the icon tray. Try to uncheck the LAN Support setting and verify if it solves the problem.
15. I am encountering problems in the installation of the PLDT TalkPad client software, what shall I do? To install the software, you must have an administration rights in the computer that you are using. If you have no admin rights, please contact the administrator of your network or your PC.
16. I encounter “This address is restricted” in paying for my purchased load when using Firefox Browser. What will I do?
Firefox: This address is restricted. This problem is caused by Firefox it is now blocking non standard HTTP ports. To override this please follow the steps below:
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Open your Firefox. Type about:config in your address bar and search for “network.security.ports.banned.override”. If “network.security.ports.banned.override” doesn’t exist then right click anywhere in the windows and select New -> String and use “network.security.ports.banned.override” as your name and then hit the “OK” button.
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Enter the port number to the box: For Example: If you need to visit https://paymentgateway.equitablecard.com:563 and get this error message, then the blocking port is 563, so you add 563 to the box and click “OK” button. In the case of PLDT Talkpad service, please include 443 and 563 port on the string value box separated by a comma as indicated below.
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Once everything is done, you can try again to visit the same URL.
Definition of Terms
1. Bandwidth often refers to data rate measured in bit/s, for example channel capacity (digital
bandwidth capacity) or throughput (digital bandwidth consumption).
2. Broadband is a high speed Internet access. Broadband technologies supply at least 64Kbps up
to around 1Mbps speed and without disrupting telephone use.
3. Codec is a device or program capable of performing encoding and decoding on a digital data
stream or signal. The word codec may be a combination of any of the following: 'CompressorDecompressor', 'Coder-Decoder', or 'Compression/Decompression algorithm'.
4. DSL or xDSL, is a family of technologies that provide digital data transmission over the wires of
a local telephone network. DSL originally stood for digital subscriber loop, although in recent years, many have adopted digital subscriber line as a more marketing-friendly term for the most popular version of consumer-ready DSL.
5. Ethernet is a family of frame-based computer networking technologies for local area networks
(LANs). Ethernet is standardized as IEEE 802.3. The combination of the twisted pair versions of Ethernet for connecting end systems to the network, along with the fiber optic versions for site backbones, is the most widespread wired LAN technology.
6. Firewall is a hardware or software device which is configured to permit, deny, or proxy data
through a computer network which has different levels of trust. It is commonly used to protect an intenal network from external attacks.
7. Internet is a worldwide, publicly accessible series of interconnected computer networks that
transmit data by packet switching using the standard Internet Protocol (IP). It is a "network of networks" that consists of millions of smaller networks, which together carry various information and services, such as VOIP, electronic mail, online chat, file transfer, and the interlinked Web pages and other documents of the World Wide Web.
8. Router is a device that extracts the destination of a packet it receives, selects the best path to
that destination, and forwards data packets to the next device along this path. They connect networks together; a LAN to a WAN for example, to access the Internet.
9. Softphone is a software program for making telephone calls over the Internet using a general
purpose computer, rather than using dedicated hardware. A softphone is usually used with a headset connected to the sound card of the PC, or with a USB phone.