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General

  • Origin-Based Pricing

    Plivo has introduced origin-based pricing on its Zentrunk and Voice API offering. Origin-based pricing is a concept where one destination has different call rates depending on where the call has originated from. As a result, Plivo customers benefit from reduced calling prices from specific origins, for select regions. 

    We will continue to expand our coverage into other destinations in line with our carrier partners.

    How will origin-based pricing benefit me?

    Historically, we did not differentiate call rates based on where the call originated from. Plivo has built in the routing intelligence to identify the call origin country and incorporate the corresponding rate. This means a single destination can have different call rates.
    For example, a call originating from a country outside of Europe toward Austria - Mobile numbers costs $0.3980, while a call originating from a European country toward Austria - Mobile numbers costs only $0.0390, or about one-tenth as much.

    Which countries have origin pricing applicable?

    Plivo offers origin-based pricing in Europe for calls that terminate in these countries:

    1. Austria
    2. Belgium
    3. France
    4. Germany
    5. Hungary
    6. Italy
    7. Netherlands
    8. Poland
    9. Portugal
    10. Spain

    Which countries qualify for origin-based pricing?

    Calls that originate from the following countries qualify for origin-based prices:
    Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom

  • Does Plivo support E.164 format calling?

    Yes, Plivo supports both inbound and outbound calls made using the E.164 format. If Plivo receives a request in a non-E.164 format, it will append a plus sign, followed by the country ISO code and the number in the SIP invite, then forward the call to the next leg.

    Any outbound calls made in a non-E.164 format will fail.

  • Does Zentrunk support SIP over TLS?

    Plivo Zentrunk supports SIP over TLS and media over SRTP.

  • What SIP request methods does Zentrunk SIP trunking support?

    Zentrunk supports INVITE, CANCEL, ACK, and BYE methods.

    SIP: Option, SIP: Subscribe, and SIP: Register are not supported on Zentrunk.

  • What methods of authentication does Zentrunk SIP trunks support?

    Zentrunk supports the following methods for authentication:

    1. IP access control list-based authentication
    2. Auth-based authentication with username and password
    3. Both methods used together
  • What is the calls per second (CPS) limitation for Zentrunk SIP trunking?

    By default, the CPS for Zentrunk is set to two calls per second per account and one call per second per trunk. If you need higher CPS requirements, please contact our sales team. For help with technical issues related to Zentrunk, please submit a ticket with the Plivo support team.

  • Can I record a call on Zentrunk?

    Zentrunk does not support call recording.

  • Will a Zentrunk SIP URI work with my softphone?

    Yes, you can use a Zentrunk SIP URI to make calls from any softphone. Create an account on your softphone, then uncheck "register with domain and receive calls" under the account preferences.

    Read our Zentrunk quickstart guide and interconnection guides for FreeSWITCH, Asterisk, FreePBX, 3CX, FusionPBX, and Twilio.

     

  • Does my Zentrunk SIP trunk support SIP OPTIONS PING?

    You cannot send SIP OPTIONS PING to Zentrunk SIP trunks.

  • Is Plivo’s Zentrunk secure?

    Your calls securely connect with IP authentication and credential-based validation. Zentrunk offers Transport Layer Security (TLS) for signaling encryption and Secure Real-time Transport Protocol (SRTP) for media encryption.

  • How can I increase the capacity of my Zentrunk SIP trunk?

    Your calls per second (CPS) allowance defines the number of outbound calls you can initiate every second. By default, each account can initiate one call per second. Contact the Plivo sales team if you need a higher CPS limit for your account.  

    There are no limitations to the number of concurrent calls you can make using Zentrunk. Zentrunk servers are elastic in nature — they can scale up or down depending on call traffic. No additional configurations are required to add more capacity. 

    Zentrunk SIP trunks are charged on a pay-as-you-go basis; you're charged only for the minutes you use.

  • How many connectivity endpoints or points of presence does Plivo Zentrunk SIP trunking have?

    Plivo has six connectivity endpoints or PoPs (points of presence) servers across five continents to ensure optimal voice quality and minimum latency:

    • North California, USA
    • Virginia, USA
    • Frankfurt, Germany
    • São Paulo, Brazil
    • Sydney, Australia
    • Singapore

    When a user initiates a call, Plivo locates the closest PoP to handle the call based on the source IP address. This reduces latency and delay in establishing calls.

  • Is there a limit to how many Zentrunk trunks and IP access control lists can I create?

    The recommended number of trunks per account is 100. There is no limit to the number of IP access control lists you can create with your Plivo account.

  • Does Plivo Zentrunk SIP trunking support T.38 fax?

    Unfortunately, no.

  • What codecs do Zentrunk SIP trunks support?

    Zentrunk SIP trunks support PCMA and PCMU codecs.

  • What DTMF types does Zentrunk SIP trunking support?

    Zentrunk SIP trunking supports RFC-2833.

  • What equipment do I need to be able to use Zentrunk SIP trunking?

    Zentrunk can work with any SIP-based device, such as an IP PBX or session border controller (SBC), or any softphone SIP client, such as Zoiper or X-Lite (Bria Solo Free). Refer to our Zentrunk Getting Started Guide for more information.

  • Why am I being charged for abandoned and short calls?

    Voice calls while using Plivo’s services are subject to carrier regulations within both the region where the call is made and the region where the call is received. Per our legal terms of service, the following conditions and surcharges apply:

    • Abandoned calls during any applicable calendar month should be less than 20%. Abandoned calls are defined as calls initiated by Plivo that are of zero seconds in duration, where the end user did not answer or rejected or missed the calls. If more than 20% of total call attempts are abandoned calls during any applicable calendar month, Plivo reserves the right to charge an abandoned call surcharge of $0.02 per call for abandoned calls in excess of that threshold. The percentage of abandoned calls is determined by dividing the total number of abandoned calls by the total number of calls.
    • Average call duration (ACD) during any applicable calendar month should be greater than 35 seconds. If the ACD during any applicable calendar month is less than 35 seconds, Plivo reserves the right to charge an ACD surcharge equal to the number of minutes the customer would have used if the ACD had equaled 35 seconds for the number of calls actually completed minus the number of minutes customer actually used for calls completed, multiplied by an ACD surcharge of $0.02 per minute.
    • Short duration calls during any calendar month should be less than 10%. Short duration calls are defined as calls initiated by Plivo and answered by the call recipient and that are less than 6 seconds in duration. If, during any calendar month, 10% or more of a customer’s completed calls are short duration calls, Plivo reserves the right to charge a surcharge of $0.015 per short duration call.
    • Incomplete calls to incoming toll-free numbers during any calendar month should be less than 5%. Incomplete calls are defined as calls received by Plivo on a toll-free number that are of zero seconds in duration, for which the Plivo customer who owns or rents the toll-free number has not answered or has rejected the calls. If more than 5% of total call attempts are incomplete toll-free calls during any calendar month, Plivo reserves the right to charge an incoming toll-free call surcharge of $0.10 per call on incomplete calls in excess of that threshold. The percentage of incomplete calls to incoming toll-free calls is determined by dividing the total number of incomplete toll-free calls by the total number of calls.

    Fee Disputes. If you wish to dispute fees associated with your account, please contact us through our support portal within 30 days of the date of the activity that generated the dispute. Refunds issued to resolve a dispute are issued as credits to your account and not as cash refunds. Disputes older than 90 days are not entitled to any refunds or credits.