FAQ – Frequently Asked Questions


What is VOIP?

VOIP is an acronym for Voice Over Internet Protocol or in more common terms, phone service over the Internet. If you have a reasonable quality Internet connection you can get phone service delivered through your Internet connection instead of from your local phone company.

What exactly is a SIP trunk?

In essence, SIP trunks are telephone line trunks delivered over IP using the SIP protocol, which allows providers to connect one or more channels to a customer’s PBX. Phone number and DIDs are directly linked to the SIP trunk.

Can I use an existing phone?

Yes you can. You will need an ATA adapter and you may not get the full VoIP experience, but there will be enough tangible benefits to make the transition worthwhile as well as economical. Vanilla can guide you to find the best solution that makes the most commercial sense to you.

Do I need new phones?

VoIP phones can be simple software-based soft-phones or purpose-built hardware devices that appear much like an ordinary telephone or a cordless phone. Traditional PSTN phones are used as VoIP phones with analog telephone adapters (ATA). To view our IP phones and ATAs in stock, have a look here.

How much bandwidth do I need for internet connection?

256k/bit should be enough to carry up to three simultaneous phone conversations without any loss of quality. Remember that since VoIP is two-way communication, your upload speed must also be able to support the required speeds.

Can I keep my existing phone numbers?

Yes you can. Vanilla will guide you through the process of porting your number from your existing provider over to use Vanilla voice services.

How does an international DDI works?

Once you have a Vanilla phone service, you can add one or more international DDIs to your service. Anyone who calls these numbers will automatically be routed to ring on your phone or PABX.

Can I reserve a number or buy a service now?

Yes you can. Email us on sales@vanilla.net.mt to reserve your number or book a service installation.

What is a PBX?

In essence, a Private Branch Exchange (PBX) is a phone system with extensions and auto attendant. It is a telephone exchange for a particular business which connects incoming telephone lines to a set of extensions inside this very business.

I am unsure as to which bundle would suit my telephony needs best. What should I do?

I you feel somewhat unsure as to what bundle would be bet for you, then all you need to do is either fill in the questionnaire form and we will get back to you with a bespoke bundle or else, contact us on sales@ms.vanilla.net.mt and our expert sales team will guide you accordingly.


How do I connect to the internet?

You can connect to the Internet in two ways: either by connecting your modem’s PSU (with the modem’s network cable attached) directly into the Ethernet port on your computer or else you can connect wirelessly by connecting to the WiFi router in your home.

How do I determine the speed of my internet connection?

Numerous third-party web pages have been designed to test your Internet connection speed. We prefer to use Speedtest.net. Their results will show you the download and upload speed of your computer.

What is the contention ration?

The contention ratio is the ratio of the potential maximum demand to the actual bandwidth. The higher the contention ratio, the greater the number of users that may be trying to use the actual bandwidth at any one time and, therefore, the lower the effective bandwidth offered, especially at peak times.

Why is the upload speed important?

Put plainly, upload speeds represent the amount of data you can send in a given second. This has an obvious impact on tasks such as sending email. But upload bandwidth also consumed with each item seen on a Web page. To download a Web page or the individual elements, the computer must first send a request to download. Many modern applications place a greater demand on upload bandwidth than in the past. Online, real-time games, such as Massive Multiplayer Online Role-Playing Games require constant two-way communication to update your computer on what’s happening in the game world and to tell others what you’re doing within the game world. Voice over IP also demands as much as 64Kbps of upload and download bandwidth during a call or stuttering will occur.

My internet is constantly connecting and disconnecting, what should I do?

If you are experiencing issues with the Internet on your computer where it is connecting and disconnecting again and again, it could be due to several possible reasons.

Cloud Services

What can I do with cloud services?

Data services are usually used for any of the following; infrastructure, platform, software or storage. A common cloud service, infrastructure, denotes to the offering of data storage disks and virtual servers.

What types of cloud services are there available in cloud computing?

Based on its location, the cloud can be classified as public, private, hybrid or community cloud. Public clouds are shared infrastructures which anyone can tap into, usually managed via a self-service portal, while the infrastructure is located on the premises of the cloud provider. On the other hand, a private cloud is, as expected, privately owned and managed with access limited to the business’ own enterprise or section of value chain. A hybrid cloud means using both private and public clouds depending on their purpose. For instance, you may want a public cloud to interact with customers yet use a private cloud for the storage of data. Lastly, a community cloud is an infrastructure shared between organisations.

What types of applications can run on cloud?

Any application can be put on the Cloud, however, you do need to take into account any regulatory and compliance concerns most especially when it comes to sensitive customer data.

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