Support

Our support team does not accept direct calls. All communication is done via our support portal. This ensures that each customer is assisted in accordance to our SLAs. You may also check out our forum where many queries are already answered.

Our team will ask you to open a ticket in the Support Portal. If you already have a ticket, we will offer to write a comment on the ticket for you. This will then be shared with the support agent assigned to the ticket, as well as yourself so that you can keep it for your records.

Our support team is not available on the phone. If you need urgent assistance, you can schedule an On-demand Support appointment — see the One-Time Support Package. This costs USD 100.

Go to https://erp.cal4care.com/cms/ and login to your account. If you don't have an account, you can easily create a new account by clicking on "Sign up". Once you have logged in, search our database for your question. If it is not there, click on the "Support Request" button for your product. Fill out the form, and click submit. Basic support per ticket is free of charge during the warranty period. During the initial 1-year warranty period you can extend your warranty for up to 5 years. See Warranty Extension.

To reset your password, go to https://erp.cal4care.com/cms and enter your email address. After clicking "next", click on "Forgot your password?" You will then receive an email allowing you to reset your password.

Please double check that you used the correct email address and check your spam folder. It is also possible that you do not have an account in our support portal yet. If you aren't certain, try making an account with your email address. If this doesn't work and you still can't reset your password, reach out via the contact form and a member of our team will assist you.

Please describe every aspect of your telecommunication system, setup and issues in as much detail as possible.

Our SLAs guarantee a response within 48 hours on business days. This does not include weekends. Therefore, if you opened a ticket on Friday, please be patient for us to respond. If the 48 hours are about to expire, log in to the support portal to ensure that you haven't received a response. Your email provider may have sent notifications from the portal to your spam folder. If there is no response in the portal, add a comment to the ticket and ask for an update. In the unlikely event that you do not receive a response, please contact us directly and a team member will check the progress of this ticket.

https://cloud.call4tel.com — the username and password can be obtained by reaching out via the contact form.

Unlimited number of devices can be managed from the portal.

All appliances are able to be configured and managed via the cloud.

Use these details to login via SSH: IP: your device's IP, Port: 998, User: admin, Password: Call4te1@@123

Via web GUI, go to: IP:5448 → Setting → Call4tel Reset. If you are not able to access via web GUI, login via SSH & run this command "sudo call4telreset". Note: this will only reset the Call4tel configuration, not the network settings.

Via web GUI go to: IP:5448 → Setting → Network Reset. If you are not able to access via web GUI, login via SSH & run this command "sudo 3cxcli reset network". Note: after reset, WAN will move to DHCP and LAN will be fixed static IP "192.168.101.1".

Via web GUI: IP:5448 → Setting → 3CX Wizard Reset. If you are not able to access via web GUI, login via SSH & run this command "sudo 3cxcli reset 3cx".

Via web GUI: IP:5448 → Setting → Reset All. If you are not able to access via web GUI, login via SSH & run this command "sudo 3cxcli reset all". Otherwise hold the reset button on your NX device for 10 seconds.

Login to the web GUI and go to "Portal & access to profile → upgrade".

Try a power cycle. If the device is not accessible via SSH due to an error in the firewall settings, directly connect the device to a monitor and keyboard and run this command "sudo call4telreset". The Call4tel portal config will reset everything.

The default port is 5448 TCP. You can access this URL: http://IPaddress:5448. If you have a public IP for this device, you can access http://publicip:5448.

WAN interface is the default one. So, if you need to send traffic via LAN you need to write the static route via the portal: Login to portal → SIP Connect → Static Route → Allow → LAN → Enter the destination.

Warranty is for 1 year.

Connect a monitor to the device using an HDMI cable. Once connected, press "Alt + F3" to view the login screen. Use the default login details (user: admin, password: Call4te1@@123) and then you can run the commands you wish.

Login to your Call4tel portal and navigate to settings. Click "Debian/3CX-V18 update", or you can run "call4teldebianupdate.sh" to update 3CX & Debian. This process will take 15-20 minutes and once completed the device will be rebooted.

Connect the device via SSH and run these commands: cd /usr/share/lighttpd; sudo ln -s create-mime.conf.pl create-mime.assign.pl; sudo /etc/init.d/lighttpd stop; sudo /etc/init.d/lighttpd start; sudo chmod -R 755 /var/www

Sometimes apt-lock does not allow you to upgrade the 3CX version so it freezes half way. You need to make sure Debian is updated to Debian 10. To check your Debian version, connect your device via SSH and run "cat /etc/debian_version". If Debian is up to date, run "sudo dpkg --configure -a" — at this point the apt lock is released and you can then run "call4teldebianupdate.sh" to update 3CX.

The device may get rebooted because 3CX is not able to check the latest update due to apt-lock. Login via SSH access or via monitor and run "sudo dpkg --configure -a" and reboot the device.

Make sure your Call4tel firmware version is up to date. Once updated you can upgrade your 3CX version via the management console upgrade option within 3CX. The process will take a minimum of 20 minutes depending on backup size.

Yes, you can edit the SBC configuration whenever you need. Go to settings and click on "SBC Config Update" then fill in the SBC edit form with the data and submit.

Unplug the network cable and wait 5 minutes. Once the device reboot stops you can connect the network cable and try to access the device. Run "sudo dpkg --configure -a" to fix the issue.

To enable cloud access, login to your Call4tel portal and navigate to settings. Here you will see the option to "Enable cloud". Note: the device will reboot when you enable cloud access.

The Call4tel device comes with WAN as the default network interface. You can choose LAN as the default interface from the settings page.

Once the USB storage device is connected, run the following via SSH (port 998, login admin/Call4te1@@123) or directly via a connected keyboard and monitor (press Alt+F3 for the login screen, same credentials): run "sudo call4telusbrecording". Your storage device will be formatted and mounted at /var/lib/3cxpbx/Instance1/Data/Recordings — run "sudo lsblk" to confirm the mount. Notes: there is no limit on external HDD size as long as the storage device supports it, and this process is only for call-recording devices — for backups you need to store on a local device.