FAQ - OneSuite App - Android

Where and how do I get the app onto my Android phone?
  1. Use your Android phone to scan the QR code below for quick installation:
    Scan QR Code
  2. Or, find OneSuite App using the keyword "onesuite," select the app. The item details screen appears.
    • Select either the FREE or Install button.
    • Press OK to accept permissions for the app. OneSuite App will start downloading immediately.
  3. You can also visit Google Play on your computer, search for keyword "onesuite," then download OneSuite App on your computer and install the application on your Android phone.
How do I set up my app?
  1. Please make sure your app is properly installed and your OneSuite account is active and has sufficient balance to make calls.
  2. Launch your OneSuite App.
  3. Set up your OneSuite App by tapping "More" icon at the lower right hand corner of the app.
  4. Tap "OneSuite Login". Enter your OneSuite web login username and password then tap "Log In".
How do I set up ZipDial (PINless dialing) on the OneSuite App?
  1. Tap on "More" on the bottom menu.
  2. Select "ZipDial". (This may take up to 1 minute as the system retrieves your ZipDial settings from your account, depending on your internet connectivity speed.)
  3. Enter your 10 digit mobile phone number, then tap "+". (You can manage, add new or delete other phone number previously set up from this app). 3 ZipDials are allowed for each OneSuite account. (Please make sure your mobile phone number is only set up in 1 OneSuite account.)
  4. ZipDial set up is complete. Tap "Back" to go back to the "More" interface.
How do I set up Local Access Easy Call setting on OneSuite App?
  1. Tap on "More" on the bottom menu.
  2. Select "Easy Call". (This may take up to 1 minute as the system retrieves your Easy Call settings from your account, depending on your internet connectivity speed.)
  3. Make sure the Easy Call feature from your mobile phone native keypad is turned ON.
  4. Select either Access Number 1 or 2
  5. Define your preference to use OneSuite when dialing certain destinations or all international calls or with exclusions.
  6. Upon completion, tap "Back" to go back to the "More" interface.
How do I make a Local Access Call from my mobile phone keypad?

Local access calling from this app is currently available in the U.S. 48 states only.

Please make sure you have set up ZipDial and Easy Call on the app, and that your OneSuite account is active and has sufficient balance to make calls.

  1. From your mobile phone keypad interface, tap the “contacts” icon to select contact from your phone’s contact list, or simply enter destination phone number directly.
    1. For U.S. & Canada calls, dial 1 + Area Code + Telephone Number.
    2. For international calls (outside the U.S. & Canada) dial 011 + country code + area code + telephone number.
  2. Tap “Call” then you should hear the system dialing the numbers for you, followed by system announcement of minutes allowed (or account balance, depending on your account settings) for this call.
  3. Call connects.
How do I make a Local Access Call from the app?

Local access calling from this app is currently available in the U.S. 48 states only.

Please make sure you have set up ZipDial on the app, and that your OneSuite account is active and has sufficient balance to make calls.

  1. From the keypad interface, tap the "contacts" icon to select contact from your phone’s contact list, or simply enter destination phone number directly.
    1. For U.S. & Canada calls, dial 1 + Area Code + Telephone Number.
    2. For international calls (outside the U.S. & Canada) dial 011 + country code + area code + telephone number. If RapiDial is already set up on your account online, then simply dial the RapiDial number.
  2. Tap "Local Access Call" then you should hear the system dialing the numbers for you, followed by system announcement of minutes allowed (or account balance, depending on your account settings) for this call.
  3. Call connects.
How do I make an Internet Call from the app?

Internet Calling from this app is available worldwide with internet access.

Please make sure your OneSuite account is active and has sufficient balance to make calls, and that you are connected to WiFi or a mobile data network (3G/4G).

  1. Open the keypad interface, and make sure the top left corner displays "Registered".
  2. Proceed to dial your destination number directly, or select a contact from your phone contact list by tapping on the "contact" icon on the app’s keypad interface.
  3. For U.S. & Canada calls, dial 1 + Area Code + Telephone Number.
  4. For international calls (outside the U.S. & Canada) dial 011 + country code + area code + telephone number. If RapiDial is already set up on your account online, then simply dial the RapiDial number.
  5. Tap "Internet Call" then you will see the app sending request, followed by system announcement of minutes allowed (or account balance, depending on your account settings) for this call.
  6. Call connects.
How can I make a call using Callback from the app?

Recommend to use when overseas with slow or limited internet access.

  1. Tap callback from the app's bottom menu
  2. Enter the number where you wish to receive system callback; and the destination number you wish to call.
  3. OneSuite will call you in a few minutes, and then connect you to the destination.
How do I use OneSuite App to call existing contacts in my Android phone?

OneSuite App integrates your existing phonebook into its interface so you may have ease of navigation and use. To use the app in calling your existing contacts, follow these simple steps:

  1. Please make sure that the phone numbers registered in your existing phone book are in the following format:
    1. For U.S. & Canada contacts, the phone number should be entered and saved as 1 + Area Code + Telephone Number
    2. b.For international contacts (outside the U.S. & Canada), the phone number should be typed and saved as 011 (or "+"if the "Substitute + by 011" setting is on) + country code + area code + telephone number
  2. From OneSuite App integrated Contacts, locate the contact you wish to call. Search the contact as you would using your Android phone contacts.
  3. Press "Internet Call" after choosing the contact from the app to start dialing the number.
  4. To end a call, simply tap "End Call".
Why do I see a little OneSuite logo on top of my screen?

When OneSuite App runs in the background, you will see a little OneSuite logo shown in the status bar on your Android phone. If it is green, meaning you are successfully registered; if it is grey, meaning your registration is invalid, or has expired.

How do I exit the app?

You can exit OneSuite App by pressing Menu and clicking on "Exit". Once exit the app, SuiteAdvantage users will not be able to receive calls at the app; incoming calls will then be going to your SuiteAdvantage voicemail box.

How do I remove the app?

To remove OneSuite App from your Android phone, follow these steps:

  1. On your Android device, select My Apps from the Market home screen. (On some devices, press Menu and then select My Apps, on others, go to Settings and select Applications.)
  2. Select OneSuite App.
  3. On the application home screen, select the "Uninstall" button.

 

Note: due to the wide range of Android devices available, the instructions above may not reflect the exact setup of your phone.

Can I make calls from different devices?

You may switch between devices to make calls, once the device is registered.

*To refresh your Android app registration session, please exit OneSuite App by pressing Menu and clicking on "Exit", then open the app again.

Can I receive calls on multiple devices at the same time?

No, incoming calls will only ring to the last registered device, or to your voicemail if active registration is not found on any device.

If you are switching between devices, please be reminded to exit the previously registered device, and then register the device where you’d like to receive calls, if it is not the last registrant with OneSuite network.

*To refresh your Android app registration session, please exit OneSuite App by pressing Menu and clicking on "Exit", then open the app again.

Why am I not receiving my SuiteAdvantage incoming calls on the app?
  1. Please check if your user name and password are entered correctly, and if your app has an active registration session with OneSuite. Your user name and passwords can be found in your OneSuite account, Long Distance Summary, under "Call from Internet".
  2. Please check if your app is properly registered with OneSuite Network. You could test by calling your voicemail by dialing *0 from the keypad. If you could hear OneSuite voice prompt, that means your app’s registration session is active.
  3. Please check if your OneSuite account has enough balance.
  4. Please check if you have other devices such as ATA, IP Phone, or computer softphone registered with the same account, and is in use. This could override your app’s registration session.
The app works with Wi-Fi but not on 3G ! Why is that?

First, please check with your mobile carrier that VoIP is allowed on their 3G network. Some carriers forbid VoIP in its contracts. Or, you may be experiencing spotty 3G signal, which affects a steady flow of traffic, and thus the voice quality.