IPhone App FAQ

question How do I Install and use App?
Go to App Store, Search for Telcan  and Install

question I get "User not found" message when logon
Go to App.TelCan.com, Enter your TelCan username and password to activate your TelCan iPhone app license.

question I get "Forbidden(403)" message when make CALL
Go to Phone/Dial Pad and tap on top right corner, then tap on green arrow, select TelCan-CALL.

question After updating to iOS 7 on iPhone 5, The receiver is not able to hear my voice although I can hear them.
Go to Setting in iPhone, Privacy > Microphone - CALL-SMS - ON

question How to send SMS using Telcan iOS App?
Open the app, Now fill your TelCan Username and Password and tap on Login button to login. To send SMS, Go to Messages tab in the App(4th icon on the bottom), Tap on compose(Top right corner icon), Type desired number starting with country code then mobie phone number. For example to send SMS to India mobile number 91 9812345678. Type Text and Tap on Send

question How do I shut down the application?
Double-tap the Home button on the iPhone. The list of active applications appears. Long-tap the Telcan icon until the red icon appears. Tap the red icon to close the application.
question How do I adjust the volume?
Use the volume switch on the side of the phone to adjust the volume of the ringer. To get a ringtone to play, select a new ringtone in Settings | Preferences. You can then adjust the volume of the ringer while the ringtone is playing.
question How do I check my recorded calls?
To record an active call, tap "More" and select "Start Recording." A blinking red dot will appear next to the call timer. To end the recording, simply "End Call" or select "Stop Recording." Recorded calls can be listened to by going to the Call History page. Find the call, marked by a red dot, and then press the blue > arrow to go to the call details. Press "Listen to Call Recording" to listen to the call.

You can also manage the recording in iTunes®. When your device is connected, select your device, click the Apps tab at the top of the screen, scroll down to file sharing, then click the Telcan icon in the Apps panel. The recordings appear in the Telcan Documents panel.
question I cannot place a call
Make sure your account is registered.
  • Go to More > Accounts.
  • Tap the checkmark to register.
question I get a 404 error when placing a call
Error ‘404 Not Found’ indicates that the server has definite information that the user does not exist. This typically occurs when a number is entered in an incorrect format, such as a leading "+" sign when one is not necessary. You may need to use a dialing rule to convert the number to the correct format that system requires. please double-check that the information is entered correctly and does not contain any special characters.
question One-way audio or no audio during calls on Wi-Fi
  • Under Accounts --> Your Account --> Account Advanced, please try to change the Global IP to Off and see if it resolves the issue.
  • If the above suggestion doesn't work for you, please try changing the Network Traversal Strategy under the Advanced Settings -->
    Try to use Mixed Configuration
    OR
    Try to use Server Managed
    OR
    Try Application Managed
    OR
    Try to set to Custom Configuration and set ICE to ON and STUN to OFF. You don't need to make any changes for the DNS SRV setting.
  • Please make sure you apply the settings and run a test after every change.
  • If these steps didn't resolve your issue, please change Global IP to ON and repeat the steps.
question One-way audio or no audio during calls on mobile network
  • Under Accounts --> Your Account --> Account Advanced, please try to change the Global IP Mobile to Off and see if it resolves the issue
  • If the above suggestion doesn't work for you, please try; Changing the Network Traversal Strategy under the Advanced Settings -->
    Try to set to Custom Configuration and set ICE Mobile to OFF and STUN Mobile to ON
    Try to set to Custom Configuration and set ICE Mobile to ON and STUN Mobile to ON
    Try to set to Custom Configuration and set ICE Mobile to ON and STUN Mobile to OFF
    Try to set to Custom Configuration and set ICE Mobile to OFF and STUN Mobile to OFF
  • You don't need to make any changes for the DNS SRV setting.
  • Please make sure you apply the settings and run a test after every change.
  • If these steps don't fix your issue, change Global IP Mobile to ON and repeat the steps.
question Poor audio quality
Try moving closer to your Wi-Fi access point. Or try turning off Wi-Fi and making mobile data calls until you move into a better Wi-Fi network.
question How do I send the diagnostic logs?
  • Go to Settings > Advanced Settings. Scroll down to Application Logging. Verbose Logging should be turned ON.
  • Reproduce any problems you may be encountering and then press Send Log. You will be prompted with a confirmation dialog - tap Yes. Once the logfile has been uploaded, you will see a Sending Log Success notification that has a Reference #.
  • Send an email to 'support@TelCan.com.com' with the details of your issue, the Ref. # and the PIN you are using.
  • If sending the log file fails, check your wifi and/or cellular data connectivity.
question How do I logout?
Go to Settings > Preferences > Logout (Scroll down, it's last option).
question I don't see any of my iPhone contacts in Telcan app
Go to Settings in your iPhone > Privacy > Contacts > Turn ON next to "Telcan".