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FAQ

Technical Questions​

Where can I get a list of didlogic IPs to allow?​

Here is the list of our SIP gateways:

LocationCountrySIP gatewayIP address
AmsterdamNLsip.nl.didlogic.net89.149.192.7
LondonUKsip.uk.didlogic.net23.19.63.1
FrankfurtDEsip.de.didlogic.net192.248.181.52
ParisFRsip.fr.didlogic.net217.69.12.65
Hong KongHKsip.hk.didlogic.net188.42.84.76
SingaporeSGsip.sg.didlogic.net188.42.84.76
SydneyAUsip.au.didlogic.net23.106.241.2
Cape TownZAsip.za.didlogic.net102.130.116.205
US WestUSsip.lax.didlogic.net23.83.156.0
US EastUSsip.nyc.didlogic.net45.63.7.150
São PauloBRsip.br.didlogic.net216.238.114.81

We recommend allowing traffic based on DNS names rather than static IP addresses to ensure reliability.
Please note that media IPs (unlike static SIP signaling IPs) are numerous and change frequently, you should allow RTP audio on ports 10000-20000 from ANY IP in your firewall.

I cannot allow inbound RTP from any IP. Is there another solution?​

Yes, contact [email protected], and we will share the list of IP addresses that should be allowlisted.

What DTMF methods are supported (RFC2833, SIP INFO, In-band)?​

didlogic supports the following DTMF methods:

  • In-band: DTMF tones are transmitted directly within the voice (audio) channel.
  • RFC2833 / RFC4733 (RTP events): DTMF signals are transmitted separately from the voice stream as RTP events.

Do you support T.38 for fax or fax passthrough?​

We do not guarantee the fax services over the VoIP system. Some devices work fine communicating with this type of service (inbound), while others do not. T.38 support is not included by default and may be entirely unavailable.

Do you support Caller ID passthrough?​

Yes, the Caller ID Passthrough feature is supported and is available on the Plus account level or higher. Contact your account manager for activation.

How to enable TLS and SRTP for my inbound and outbound calls?​

To enable TLS, configure your endpoint to use the TLS transport method. For PBXes, download the root certificate (ISRG Root X1) here and add it to the trusted certificates on your device. Once configured, our system will automatically respond using TLS. DID Logic supports TLS on port 5061. For SRTP setup on inbound calls, contact [email protected].

How can I get my API key?​

API access is available for Plus account level and above. If you are currently on a Core plan, you will need to upgrade first. Once the upgrade is completed, contact your account manager to request your API key.

How can I download my call history? What does a missed call mean?​

You can review and download your call history by logging into your didlogic account and going to the History tab. From there, you can export the list of calls. A missed call is an inbound call to your DID number that was not answered by your endpoint PBX.

Do you support IP-based SIP trunking (IP authentication instead of registration)?​

Yes, IP-based SIP trunking is supported. Please proceed with the following steps:

  1. Create an account on our platform.
  2. Email [email protected] or submit a ticket on the didlogic portal so we can create a dedicated SIP account for you with an IP authentication method.
  3. Configure your endpoint using the SIP account we have created for you.

What audio codecs are supported?​

didlogic supports the following audio codecs for SIP trunk connections: G.711 u-law (PCMU), G.711 a-law (PCMA), GSM, G.729. You may force a specific codec on your gateway or PBX, and our SBC will comply with the selected codec where possible. G.722 (HD voice) is supported; however, its availability is limited. Many carriers do not preserve HD audio end-to-end, and as a result, G.722 may not be passed through all the way to the subscriber endpoint.

What is local termination?​

Local termination is the process of completing a call within the network of the country associated with the number. When a number has local termination, the call is routed through the local network, and the Caller ID is correctly displayed according to the regulations of that country. This ensures proper transmission of the caller's information and prevents issues such as the number being shown as "Anonymous" or the call being rejected.

Can I forward inbound calls to the DID to an IP address (SIP URI)?​

Yes. You can forward inbound calls from your DID to an IP-based destination, such as a SIP URI or SIP device. The call will then be routed directly to your specified IP/SIP endpoint in the following format: DID@ip_address:port

Does didlogic support inbound and outbound calls to Voice AI platforms like VAPI and ElevenLabs?​

Yes, didlogic fully supports integration with Voice AI platforms such as VAPI, ElevenLabs, and Retell AI. You can find detailed setup guides here: AI Gateways (BYOB)

I'm unable to receive inbound calls to my PBX/softphone. What's wrong?​

If you are unable to receive inbound calls, please ensure that the purchased DID is correctly configured in our portal by following the steps outlined in our guides: PBX & Softphone Setup. If the issue persists after verifying the configuration, kindly contact our support team at [email protected] for further assistance.

Why can my DID number not be registered with WhatsApp?
Please be informed that didlogic does not guarantee the numbers will work with WhatsApp. As per the Terms and Services of WhatsApp, a VoIP number is considered unsupported.

Billing Questions​

What is the commitment fee?​

The monthly commitment fee is the minimum monthly spend required for the selected account level. If the actual usage does not reach this amount, the difference is charged as a commitment fee. Please note that, according to the ToS, the commitment fee cannot be disabled while the account is active. To learn more about the available account levels, please visit the Account Levels page.

Why was I charged for $N (20/100/500/2500)?​

You were charged as part of the monthly commitment fee associated with your selected account level. This amount is automatically applied to your account from the date your account level was activated.

Can I get test credits?​

For promo balance inquiries, please get in touch with our Sales Team at [email protected].

How can I know the rate for inbound calls forwarded to a PSTN number?​

The per-minute rate for inbound calls forwarded to a PSTN number depends on the destination country and the number type to which the call is forwarded. You can view the applicable rate directly in the portal by following these steps:

  1. Log in to your didlogic account and go to the Purchased tab.
  2. Select the DID and, in the Forward to dropdown, select Phone. Then, enter the destination number in E.164 format (country code followed by the number).
  3. Click Add.

Once the PSTN number is added, the inbound forwarding rate for that PSTN destination will be displayed next to the added number.

DID Number Provisioning​

How long does profile validation take?​

Our Compliance department usually reviews new accounts within 5 minutes after registration, but in some cases, it may take up to 24 hours.

What numbers do you offer, and what are the prices?​

The list of available countries can be found on the website. In the "Buy" section, the desired direction and corresponding prices are available.

Why are certain country numbers not available on the portal?​

Not all numbers are available for self-purchase. However, that does not mean we do not offer them. If you are unable to find the numbers you are interested in on our portal, please feel free to contact [email protected].

I purchased a number, and it is not activated yet!​

Some numbers require verification documents to validate your identity. This is the requirement of the local supplier. The purchased numbers are activated once the validation is successfully completed, and we have received confirmation from the supplier. If any additional information or documents are required, we will email you requesting the missing details.

What documents are required for number activation?​

The document requirements vary depending on the direction, type of number, and option. You can select a number on our portal, and in the requirements section for the number, you will find the necessary documents.

I wanna increase inbound channels for my DID number. What's the price?​

Increasing channels (and the price for it) depends on the location and type of number, so this request is reviewed on a case-by-case basis. Contact your account manager or submit a request to [email protected] for more details.

How to increase outbound channels and CPS?​

For Core and Plus plans, the outbound channel limit can be increased to 5 and 50 channels, respectively.

For Premium plans and above, outbound channels are unlimited once the required security measures have been enabled.

Requests for more than 20 channels require additional security measures, such as 2FA and IP restrictions on your SIP accounts.

CPS increases are available only for Premium and Enterprise plans after the above-mentioned security measures are enabled.

If you require limits beyond the standard thresholds, contact your Account Manager for review and approval.

How many free inbound channels do my toll-free numbers have?​

The quantity of free channels for US toll-free numbers is 96; for all other destinations, 50 channels (unless otherwise specified). Additional inbound channels beyond these limits are available for a fee.

Porting​

How to port my DID number from the current provider to didlogic?​

To port US numbers, please submit a porting request in the LNP section of our portal: fill in all required information and upload the requested documents. For porting numbers from other destinations, contact [email protected], and we will provide detailed information on the porting requirements. Please note that porting capabilities are available only for Plus-level accounts and higher.

Why was my number porting request rejected?​

The number porting may be rejected for various reasons at different stages of the porting process. Our LNP team always sends an email outlining the reason for the rejection. If you have not received this email for any reason, please feel free to email [email protected] for clarification.

SMS​

How to send an SMS message? What is the pricing for outbound SMS?​

The SMS feature is available starting from the Plus account level. Check if your number supports SMS in the PURCHASED section. If the number is SMS-enabled, it can be used for outbound SMS, but some destination countries require Sender ID pre-registration.

Outbound messages can be sent via the user portal, via the Mobile App, or via API.

Contact your Account Manager for more information about Sender ID registration and SMS rates.

How to receive SMS?​

The SMS feature is available starting from the Plus account level. Check if your number supports SMS in the PURCHASED section. If the number is SMS-enabled, it can receive inbound messages. Set up a webhook to receive inbound messages in your system.

Contact [email protected] or submit a ticket via the didlogic portal requesting a webhook configuration.

Account​

How can I close my didlogic account?​

Email [email protected] or submit a ticket via the didlogic portal, clearly stating that you wish to have the account closed.