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General Questions
Q. What type of calls can I make when I am using PrimusTalk?
Q. Are there any numbers that I can not call?
Q. How can I make a call if I am already connected to the Internet?
Q. Will I be disconnected from the Internet once I make the call?
Q. Can I receive incoming calls when I am using PrimusTalk?
Q. What operating system do I need in my PC?
Q. Do I need any special software or hardware to use PrimusTalk?
Q. Does my computer need additional memory?
Do I need to change telephone carriers or ISP?
Q. What is the sound quality of these calls?
Q. Are my calls secured?
Sign Up
Q. How do I set up or open a pre-paid account?
Q. What payment methods are available?
Q. Do I need a PIN and a password?
Q. How do I add more money/credit into my account?
Q. How do I check my account balance?
Q. How do I cancel my account?
Q. Are there any cancellation fees?
Q. Can I reactivate my account?
Q. Will I have access to my account if I change my Microsoft Passport?
Q. What happens if I do not have enough money/credit in my pre-paid account?
Troubleshooting
Q. The call is connected, but I cannot hear the person at the other end.
Q. The call is connected, but the person at the other end cannot hear me.
Q. My internet access is a 56kbps dialup line. Will this work?
Q. The call is connected, but the audio keeps breaking up.
Q. When I try to make a phone call, Messenger tells me that my network is configured such that I cannot make phone calls. What does this mean?
General Questions
Q. What type of calls can I make when I am using PrimusTalk?
A. PrimusTalk allows you to make PC to phone calls to any number--national, international, and mobile.
Q. Are there any numbers that I can not call?
A. Calls cannot be made to: - 911, emergency services
- 411, directory assistance, operator assistance
- 900, caller-pays services
Q. How can I make a call if I am already connected to the Internet?
A. Once you have signed up/logged-in on your Microsoft® Messenger, you can make calls by clicking on the "Make a phone call" link. A phone dialer window will appear.
Q. Will I be disconnected from the Internet once I make the call?
A. To make calls from your PC using PrimusTalk you have to be connected to the Internet. You will not be disconnected from the Internet when making a call.
Q. Can I receive incoming calls when I am using PrimusTalk?
A. No, you cannot receive incoming calls to your PC. You can only make calls from your PC.
Q. What operating system do I need in my PC?
A. Microsoft® Messenger can be downloaded on Windows 95, 98, 2000, ME and NT. Windows XP comes with Windows Messenger already installed. Primus recommends using Windows 2000 or XP for best audio performance.
Q. Do I need any special software or hardware to use PrimusTalk?
A. Apart from the Microsoft® Messenger software, your PC will need a sound card, and either a headset or microphone/speaker set. We recommend you to use either a headset or a USB port compatible handset. This should eliminate any possibility of echo to the party you are talking to resulting from their voice traveling back into the PC speaker on your end.
Q. Does my computer need additional memory?
A. No
Do I need to change telephone carriers or ISP?
A. No. There is no need to change your telephone carrier or your ISP in order to join PrimusTalk. All you have to do is to set up a pre-paid account with PrimusTalk.
Q. What is the sound quality of these calls?
A. Sound quality may vary due to your connection to the Internet, i.e. dial up versus broad band, and the congestion level of your Internet access resulting from bandwidth available from your Internet provider at the time of your call.
Q. Are my calls secured?
A. Calls are as secure as the calls that you make from your telephone.
Sign Up
Q. How do I set up or open a pre-paid account?
A. To set-up your pre-paid account with PrimusTalk all you have to do is click on the Sign Up link and you will be guided through the set up steps. The account can be open with a minimum of $10.00. There is no activation or monthly fees.
Q. What payment methods are available?
A. Credit cards are the only method of payment accepted. We accept Visa, MasterCard, American Express and Diners Club.
Q. Do I need a PIN and a password?
A. You will use your Microsoft® Passport/Messenger username and password.
Q. How do I add more money/credit into my account?
A. You can add money in increments of $10, $20 or $50 through account recharge. There are two options to add money into your account:
Q. How do I check my account balance?
A. Once you login into Messenger, click on the View my Account link on the dialpad. This will take you to the MyAccount page where you will be able to see your account balance and call activities.
Q. How do I cancel my account?
A. From the My Account page, you can elect to cancel your account. The page guides you through the cancellation process.
Q. Are there any cancellation fees?
A. There are no cancellation fees.
Q. Can I reactivate my account?
A. You can create a new account by following the signup process. As long as your Microsoft Passport profile is not selected to a voice services provider, this can be used to establish a new account.
Q. Will I have access to my account if I change my Microsoft Passport?
A. You will not have access to your pre-paid account if you use a different Microsoft Passport. Make sure to always login with the same Microsoft Passport used when creating your pre-paid account.
Q. What happens if I do not have enough money/credit in my pre-paid account?
A. Without enough credit in your account, you will not be able to place any calls. You can top up your account at the My Account page.
Troubleshooting
Q. The call is connected, but I cannot hear the person at the other end.
A. - Check that you have a sound card, and either speakers or headset
- Adjust the speaker volume on the dialpad
- When the other person speaks, the volume indicator should flicker
Q. The call is connected, but the person at the other end cannot hear me.
A. - Check that you have a sound card, and either a microphone or headset/microphone combination
- Adjust the microphone volume on the dialpad
- When you speak, the volume indicator should flicker
Q. My internet access is a 56kbps dialup line. Will this work?
A. Running the Messenger under Windows XP will usually achieve acceptable results when the internet is accessed over a dialup (telephone) line.
Actual performance may depend on the PC configuration, level of internet congestion, and the quality of service provided by your ISP.
Earlier versions of Windows may require the latest Service Packs for that operating system.
Q. The call is connected, but the audio keeps breaking up.
A. The source of the problem may be: - Congestion on the internet. If access to normal web sites is slow, this is the most likely cause. This must be resolved by your Internet Service Provider
- The sound card on your PC. Use the tools available in the Windows Control Panel to test your sound card.
Q. When I try to make a phone call, Messenger tells me that my network is configured such that I cannot make phone calls. What does this mean?
A. You are trying to use Messenger from behind a firewall or router that uses Network Address Translation (NAT). You must basically do three things to allow for voice communications if you have a NAT and are using a non-Windows XP operating system: - Ensure that your NAT is Universal Plug and Play (UPnP)-enabled.
- You must install DirectX version 8.1 or later. You can download this from the DirectX site. (Windows XP already includes DirectX.)
- Your firewall needs to be configured so that all the MSN Messenger features work. To configure your network properly for voice communications, please refer to Windows Messenger in Windows XP: Issues With Firewalls and Network Address Translation Devices (which is also relevant for MSN Messenger and other operating systems if you have DirectX v. 8.1).
If you are still having trouble, please contact our support department.
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