FAQ
FAQ

Frequently Asked Questions

Whether you're new to our services or a long-time customer, we know you might have questions. This section is designed to provide clear and concise answers to the most common inquiries we receive. Dive in to find the information you need and get the most out of your Mixvoip experience. If you don't find the answer you're looking for, feel free to contact our support team here.

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Tag
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Question
Answer
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SLA
Do I need a separate SLA for each site with its own internet line?
Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location.
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SLA
Why should I choose an internet service with a stronger SLA?
Internet packages differ not only in speed but also in the level of service guarantees (SLAs). A higher-tier SLA may cost more, but it provides faster response times and dedicated support. This is particularly important in industries like healthcare, finance, or retail, where internet downtime can cause financial losses, compliance issues, or even safety risks. Investing in a strong SLA protects your business continuity and ensures operations run smoothly in all situations.
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SLA
What is the difference between "Support hours" and "Fault processing hours"?
"Support hours" refer to the times customer service is available to help with general inquiries and support issues. "Fault processing hours" are specifically for technical teams to address and resolve service faults or disruptions, typically offering extended time slots to ensure you are never without internet.
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SLA
Do you provide 7-day-a-week support and intervention for Wi-Fi, network management, and telephony solutions as part of your retail service packages?
Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages for the needs of shops, restaurants, and salons. These packages come with very competitive pricing and provide support seven days a week to cover all your communication needs.
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SLA
How do the Retail internet packages differ from your more affordable standard fiber options?
Our Retail internet packages meet the demands of retail business operations during weekends and peak periods like Christmas, offer extended support hours and quicker intervention times, available seven days a week. These are designed to ensure reliability during critical business times, unlike our standard fiber options which cater to general needs with more affordable pricing.
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What internet speed should my business choose to ensure high productivity?
For selecting internet bandwidth, it's generally recommended to start with at least 1 Gbit/s, especially for businesses utilizing cloud services. If higher bandwidth is available at your location, opting for more can enhance productivity and prevent slow internet from impacting your operations. This recommendation applies both to large enterprises and SMEs, where the demand for bandwidth is consistently growing.
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Do I receive a dedicated IP address from Mixvoip, and is carrier-grade NAT used?
Mixvoip ensures each customer receives a unique, dynamically allocated IPv4 address by default, with no sharing of IP addresses or use of carrier-grade NAT. For a nominal fee, this can be upgraded to a fixed IPv4 address. We adhere to strict net neutrality, blocking no traffic to provide the purest internet experience. IPv6 blocks are also available at no extra cost.
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Do I get full admin access to your router, or can I install my own?
Mixvoip does not provide router access by default but grants full administrative rights for free upon request, allowing customers complete independence in managing their IT and internet security. For connections like copper DSL and coax, a modem might be necessary; however, the setup remains transparent. Customers may also configure their own devices using provided PPPOE credentials or fixed IP parameters depending on the connectivity service selected.
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How much does it cost to install the Starlink antenna?
The installation cost depends on how accessible and roof-ready your location is.

If your roof is easy to reach and everything is prepared, Mixvoip can handle the setup directly: typically from around €150 (for customer-prepared sites where Mixvoip assists with configuration, testing, and consulting).

For more complex rooftop installations requiring professional mounting, waterproof sealing, and cabling, we may need to outsource the work after a site survey or detailed photos. In those cases, total costs can reach up to €2,000, depending on structure and access.
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What should I know about installing the satellite antenna?
Satellite connectivity requires a clear, unobstructed view of the sky. The antenna must be placed outdoors, ideally on a rooftop or another elevated location free from trees, walls, or other obstacles. It cannot be installed indoors (such as behind a window or under a roof overhang), as this would block the satellite signal.

In most installations, the antenna is mounted on the roof, with a single PoE-powered Ethernet cable running down to the indoor router.
Mixvoip’s team will assist with configuration, positioning advice, and testing to ensure you get the best possible signal quality. However, we’re not certified rooftop climbers, so for rooftop access or complex mounting, we recommend using a qualified local installer for the physical installation.
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What are the "monitoring and alerting" and "bandwidth graphs" features?
The "monitoring and alerting" feature specifically tracks the real-time status of your network connectivity, sending alerts for any disruptions to ensure quick resolution. "Bandwidth graphs" visually represent the usage of your network's bandwidth over time, helping you monitor traffic patterns and manage network capacity effectively. Together, these tools are crucial for optimizing and maintaining reliable internet connectivity.
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Do you offer different internet packages for private individuals?
Yes, we offer separate internet packages for private individuals and for businesses. Click here to view all residential internet offers.
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Are all Emios internet packages fiber-based?
Not all Emios Internet packages are fiber-based. Some buildings are not yet connected to the fiber network, and only DSL may be available, offering speeds below 100 Mbit/s. You can verify the available options for your address using our internet search page. The fiber network is expanding quickly, so availability may improve over time.
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Can I upgrade my internet line to a higher speed?
Yes, upgrading your internet line to a higher speed is in most cases easy. Just reach out to our sales team, and we can plan the upgrade without any intervention. Please note that in some scenarios, you might need to upgrade your router or choose a faster router from our managed router model to fully benefit from the increased speed.
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What should I do if my Internet connection is slow?
Perform a Speed Test:
We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as Wi-Fi), please connect your computer to the router using an Ethernet cable.

1. Visit the Speed Test Website:
Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED).

2. Interpret the Results:
YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware or network.
NO: If the results do not match the speed of your Internet subscription, please restart your router. Unplug the power from your router for a few seconds and then plug it back in.
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What is the contract duration?
The contract duration of a new internet line is 2 years by default. Exceptions might apply for customized connectivity solutions. This will be clearly stated on our quote.
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I bought a new modem. Can you use this modem or do I need to purchase a specific modem from you to have internet access?
With our internet installation packages, we can provide you with a Fritzbox for your connection. However, our technicians are trained to work with a wide range of modems. This gives you the flexibility to choose the modem that best suits your needs, and we’ll ensure your internet line is set up properly on the device you select.
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I already have internet with you but I am moving. What should I do?
If you already have internet with Mixvoip and you are moving, you only need to contact our experts here, they will contact you back to plan everything, to make sure you have the new internet line when you need to.
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Can I get a new mobile number or port my existing one with you?
Absolutely! Whether you need a brand-new mobile number or wish to keep your current one, we've got you covered. We offer new mobile numbers and can also handle the porting process to transfer your existing number to our services, ensuring a smooth transition.
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Why should I opt for a symmetrical connection?
Businesses often require the same upload and download speeds due to applications like video conferencing, data backups, and large file transfers. A symmetrical setup, though potentially more costly, avoids bottlenecks and should be considered for businesses with more than 30 users. Investing in a symmetrical connection ensures efficient data handling, minimizes latency, and supports consistent performance.
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Is the bandwidth on DIA lines dedicated or shared?
The bandwidth on DIA (Dedicated Internet Access) lines is dedicated, not shared. These are point-to-point connections, meaning a specific portion of fiber is reserved exclusively for your use. Unlike shared technologies like X-GPON, DIA lines ensure consistent performance and reliable connectivity, as your bandwidth is not affected by other users.
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Can you provide internet lines with diverse entry paths for full redundancy?
Yes, we offer highly redundant internet lines that enter the building through different paths. Many business premises can be connected via multiple routes, and we supply the fiber route maps, known as KMZ or KML files, for complete transparency. The internet lines can be set up to terminate on either separate routers or a single router. By using BGP (Border Gateway Protocol), we enable dynamic failover and manage redundancy.
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Which IP address will be used?
The IP address assigned to your services will come from Mixvoip's own block of IPv4 and IPv6 addresses. Mixvoip handles the allocation of IP addresses, ensuring optimal performance and adherence to internet governance standards. Both static and dynamic options are available, depending on client needs.
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Why doesn’t Mixvoip pull its own cables?
Installing our own cables isn’t feasible due to the enormous logistical, economic, and ecological challenges it would present. It's more practical and sustainable for local infrastructure providers to build and maintain the raw cable infrastructure. This strategy is economically efficient and ecologically sound. By accessing these existing networks, Mixvoip focuses on delivering added value through our telecommunications services, ensuring customers receive high-quality, cost-effective solutions.
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Why not buy directly from the infrastructure provider?
Purchasing services directly from infrastructure providers often lacks the personalized service and customer support that Mixvoip offers. Beyond just providing connectivity, we add value with tailored solutions, expert support, and integrated services to meet specific business needs. In a business environment, support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.
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Can I choose any internet speed or technology for my address
Not always. The available internet speeds and technologies depend on the infrastructure at your specific location. Send us your address and preferred options at sales@mixvoip.com, and we’ll let you know which solutions are available for you.
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How is outgoing traffic billed for Google Cloud or AWS
Both cloud provider bill your outgoing traffic according to your usage. More information can be found here:
• Google cloud: https://cloud.google.com/network-connectivity/pricing#emear-updates
• AWS: https://aws.amazon.com/directconnect/pricing/#data-transfer-from-aws-region-or-local-zone
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Does AWS allow for encrypted direct connections?
Yes, AWS allows customers to encrypt data flowing between your servers and the AWS environment using IEEE 802.1AE (MACSEC). More information can be found here: https://docs.aws.amazon.com/directconnect/latest/UserGuide/encryption-in-transit.html
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What test numbers can I use, and what are they for?
We provide several test numbers you can use for different testing purposes:
+352 20 333 000: Perform an echo test to hear your own voice back.
+352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing.
+352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection.
+352 20 333 010: Listen to a metronome tone on our Supernode system.
+352 20 333 012: Access an audiobook service hosted on our Supernode.
+352 20 600 246: Call this number to hear your caller ID in an international format.
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Tag
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Question
Answer
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Mobile abonnement
Which SLA is included in the Mobile EU connect plan?
All EU Connect plans come with our Standard SLA, which outlines the support and service levels you can expect. You can view it through the link on the page.

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Mobile abonnement
Can I upgrade or downgrade my plan later?
Yes. You can switch between EU Connect plans as your data needs evolve.
Simply contact our support team to adjust your subscription.
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Mobile abonnement
Which countries are included in the Zone Connect EU roaming area?
Zone Connect EU covers European countries where your plan works. You can find the full list of countries by clicking the link here.

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How is outgoing traffic billed for Google Cloud or AWS
Both cloud provider bill your outgoing traffic according to your usage. More information can be found here:
• Google cloud: https://cloud.google.com/network-connectivity/pricing#emear-updates
• AWS: https://aws.amazon.com/directconnect/pricing/#data-transfer-from-aws-region-or-local-zone
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Does AWS allow for encrypted direct connections?
Yes, AWS allows customers to encrypt data flowing between your servers and the AWS environment using IEEE 802.1AE (MACSEC). More information can be found here: https://docs.aws.amazon.com/directconnect/latest/UserGuide/encryption-in-transit.html
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How much does it cost to install the Starlink antenna?
The installation cost depends on how accessible and roof-ready your location is.

If your roof is easy to reach and everything is prepared, Mixvoip can handle the setup directly: typically from around €150 (for customer-prepared sites where Mixvoip assists with configuration, testing, and consulting).

For more complex rooftop installations requiring professional mounting, waterproof sealing, and cabling, we may need to outsource the work after a site survey or detailed photos. In those cases, total costs can reach up to €2,000, depending on structure and access.
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What should I know about installing the satellite antenna?
Satellite connectivity requires a clear, unobstructed view of the sky. The antenna must be placed outdoors, ideally on a rooftop or another elevated location free from trees, walls, or other obstacles. It cannot be installed indoors (such as behind a window or under a roof overhang), as this would block the satellite signal.

In most installations, the antenna is mounted on the roof, with a single PoE-powered Ethernet cable running down to the indoor router.
Mixvoip’s team will assist with configuration, positioning advice, and testing to ensure you get the best possible signal quality. However, we’re not certified rooftop climbers, so for rooftop access or complex mounting, we recommend using a qualified local installer for the physical installation.
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Can I choose any internet speed or technology for my address
Not always. The available internet speeds and technologies depend on the infrastructure at your specific location. Send us your address and preferred options at sales@mixvoip.com, and we’ll let you know which solutions are available for you.
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SLA
Why should I choose an internet service with a stronger SLA?
Internet packages differ not only in speed but also in the level of service guarantees (SLAs). A higher-tier SLA may cost more, but it provides faster response times and dedicated support. This is particularly important in industries like healthcare, finance, or retail, where internet downtime can cause financial losses, compliance issues, or even safety risks. Investing in a strong SLA protects your business continuity and ensures operations run smoothly in all situations.
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Why do some calls appear as "anonymous" when VoLTE is enabled?
On some phones, like Xiaomi devices, calls may appear as "anonymous" when VoLTE is enabled, even if the caller's number is valid. This happens because the phone uses a different method to read the caller ID, and this information is not always transmitted by the network. Recommended solution is to disable VoLTE on your device. Incoming calls should then display the caller's number correctly.
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Do you offer SIP trunk services specifically for Luxembourg?
Mixvoip is one of the leading SIP trunk providers in Luxembourg, with local interconnects, regulatory coverage, and advanced features like FMC and Microsoft Teams integration. For more details, visit our SIP trunk Luxembourg page.
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windows
voxbi desktop
Does Voxbi for Windows support HID headsets?
Yes, Voxbi supports the following devices through HID:
◦ EPOS Impact 1030 Single-Sided Wireless Headset for PC - High priority
◦ Dell WH3022 Pro Stereo Headset
◦ Lenovo Wired VoIP Headset
◦ Logitech USB Headset H570e Stereo
◦ Yealink WH62 Mono Wireless DECT Headset.
Additionally, we support all Jabra devices through Jabra's DSK (HID is not required).
You can connect both HID and Jabra headsets using either a USB cable or a dongle. Please note that Voxbi does not support Bluetooth connectivity for HID or Jabra devices.
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Why aren’t my contacts showing up or syncing correctly?
Make sure you have unchecked the Private box of the contacts that you want to be available to the entire company.
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Is my contact data secure when syncing across devices?
Absolutely. Voxbi uses secure protocols to sync contacts and never shares your data without permission. You control which contacts are private and which are shared with the team.
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Voxbi web
voxbi desktop
Contacts
How does contact synchronization work in Voxbi?
To enable contact synchronization, make sure your contacts are not marked as private in Voxbi Web, Voxbi for Windows, or on my.mixvoip. Initially, when you add a contact from Voxbi Web or Voxbi for Windows, it is marked as private, so you need to uncheck that box manually to make it public.
On Voxbi Mobile you have instant access to all public contacts under PBX contacts, and to sync your personal phone contacts, you have to grant the app access to your contacts. Once done, each new contact added to your phone will appear automatically in the Local contacts list on your Voxbi mobile.
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Will new contacts I add be available on all my devices?
Yes, all your contacts that are not marked as private will be available on all your devices and accessible by your entire company.
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How do I sync my phone or CRM contacts with the telephony system?
Allow Voxbi Mobile to access your phone contacts, and they will be instantly available under the Local contacts tab. You can import your CRM contacts as a .csv file in my.mixvoip.com, and they will be available on all your platforms - browser, desktop, or mobile.
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I want my calls to be forwarded to my mobile phone outside working hours. What should I do?
Select the mobile phone to ring when you are not signed into your account (on Voxbi Web or Windows Desktop app) or from the drop-down list in your my.mixvoip.com account, select “on logout” in the Ring delay field (at the bottom of the list).
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My mobile phone doesn’t ring when I receive calls on my business number. What should I do?
Make sure that the twinning option is set to ring simultaneously or after a delay. Also, confirm that your mobile phone is not in Do Not Disturb mode.
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Why isn’t my Mobile Twinning working even after activation?
Check if your mobile number was entered correctly and ensure that your phone has network coverage. Also, verify that your extension settings allow calls to be forwarded.
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Will the caller know I am answering from my mobile rather than my office phone?
No, the caller will see your business number as usual, maintaining a professional appearance no matter which device you use to take the call.
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What happens if I answer a call on one of the devices?
Once you answer a call on either your office phone or mobile, the ringing stops on the other device, ensuring a smooth experience.
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Voxbi Mobile
Mobile twinning
Can I choose when my mobile phone rings?
Yes, you can customize it to ring at the same time as your extension, only when you're not signed in, or after a set delay—whichever option best fits your needs.
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How do I link my mobile phone with the Voxbi extension?
Enable Mobile twinning from the Voxbi settings. Enter your mobile number in the field and select how the phone should ring. Then, update the settings and verify that the extension and mobile ringing are synchronized.
Alternatively, you can use your  my.mixvoip.com account to add your mobile number and enable Mobile Twinning.
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How do I activate the Mobile Twinning feature?
1. Log into your my.mixvoip.com account, and activate the Mobile twinning option from the home page.
2. Sign in to your Voxbi Web or Windows desktop app account, navigate to the Phone section in Voxbi settings, and customize Mobile Twinning to suit your needs.
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Will the call automatically go through Voxbi whenever I tap a TEL link?
Yes, if you select "Always" when prompted. The first time you tap a Tel link on your mobile device, you will be asked to choose an app to handle the call and whether to use it “Just once” or “Always.” To ensure all Tel links are handled by Voxbi going forward, select Voxbi and tap Always.
If you want to revert to the default settings for handling Tel links, open the App info (from the device’s settings or long-press the Voxbi icon, then tap in the top-right corner to open App info). Tap on the Set as default section, then tap on the Clear button. Next time you tap a linked telephone number, you will be asked to choose which app should start calling and if you want to use it “Just once” or “Always.”
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Voxbi doesn’t appear as an option when I tap a TEL link. What should I do?
Ensure the Voxbi app has call permissions enabled in your Android device settings. If necessary, reinstall or update the app to ensure it registers properly.
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shortcut
Voxbi web
voxbi desktop
Do I need to install anything extra to use the keyboard shortcuts?
No extra installation is required. The feature is built into the Voxbi Windows Desktop app. Just make sure the app is running and the tray icon is visible.
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Do I need to copy-paste the number into Voxbi so I can call it using a shortcut?
No need to copy-paste! Just highlight the number and hit your assigned keyboard shortcut - Voxbi will handle the rest.
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click to call
Voxbi web
voxbi desktop
Can I use keyboard shortcuts to dial numbers from other applications?
Yes. Highlight a phone number in any application (like a document, email, CRM, or spreadsheet), then press your set shortcut to start a call directly using Voxbi or a PBX system.
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Voxbi web
voxbi desktop
Can I change the default call shortcut keys in Voxbi?
Yes! The Voxbi app allows full customization. You can easily update your shortcut preferences in the Set Shortcut section accessed through the tray icon.
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Voxbi web
shortcut
voxbi desktop
How do I enable keyboard shortcuts in the Voxbi Desktop app?
To set up keyboard shortcuts, right-click on the Voxbi tray icon in your Windows taskbar and select "Set Shortcut." You can then customize the key combinations to suit your preferences by following the on-screen instructions.
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click to call
Voxbi web
voxbi desktop
What if another application, instead of the Voxbi Desktop app, opens TEL links by default?
Scroll through the list of apps handling TEL links, find Voxbi, and manually set it as the default app for opening clickable phone numbers.
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click to call
voxbi desktop
Voxbi web
How do I set up Click-to-Call on the Voxbi Windows Desktop App?
Navigate to Windows Default Apps, search for TEL and CALLTO link types, and set the Voxbi Desktop App as the default application.
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Voxbi web
voxbi desktop
click to call
I have denied Voxbi access to TEL links, but it still asks me if I want to open a TEL link using Voxbi. Why is that?
If you manually denied voxbi.team permission to open TEL links in your browser, check whether the Voxbi Desktop app is already set as the default handler for telephone links in Windows. You have to remove it from there as well.
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click to call
Voxbi web
voxbi desktop
Click-to-Call works in my browser but not in my CRM or documents. What should I check?
Some applications might override your default TEL handler. Ensure your CRM or document software allows external TEL links and does not force a different app to handle calls.
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click to call
Voxbi web
voxbi desktop
When I type ‘tel: [xxx]’ in the browser’s URL bar, the call doesn’t start. What should I do?
Make sure the TEL format is written correctly after the colon. Also, confirm that Voxbi is properly registered as the TEL handler in your browser’s settings
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click to call
Voxbi web
voxbi desktop
I have set my browser for the default TEL link handler, but the call always goes through the desktop app. Why is that?
Ensure your browser is set to be the default app for handling TEL link types in Windows default apps. Simply adding your browser as a default TEL link handler only in the browser’s settings is not enough.
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Voxbi web
click to call
voxbi desktop
How do I test if Click-to-Call is working on my browser?
Click any TEL link on the web, a document, a CRM system, etc. Alternatively, type tel: 35220333000 in the browser URL bar and press Enter. Voxbi should start making an outgoing call and get connected to our test service.
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Voxbi web
click to call
voxbi desktop
What if multiple sites are listed as TEL link handlers in my browser?
If multiple sites are allowed to handle Tel link calls, you need to select a default one. Navigate to your browser’s protocol handlers page (chrome://settings/handlers edge://settings/content/handlers  firefox://settings/applications) and select the default browser to handle your tel link calls.
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Voxbi web
click to call
voxbi desktop
How do I set my browser to handle Click-to-Call links?
Set your preferred web browser as the default app for TEL links in Windows Default Apps settings.
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Voxbi web
click to call
voxbi desktop
How do I enable Click-to-Call on the Voxbi Web version?
To use the feature for the first time, go to Voxbi Settings > Phone section and click Request permission to enable it.
If you have manually denied Voxbi permission to open TEL links you should request permission to enable the feature.
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Windows App
windows
headset
Voxbi web
voxbi desktop
How do I set up my headset correctly in the Windows app?
Ensure the correct configuration of your headset by watching this Video guide
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Contacts
Voxbi web
voxbi desktop
How can I create a group of contacts?
Organize your contacts into groups for easier communication. Follow the instructions on our Video guide.
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onboarding
Voxbi web
voxbi desktop
New to Voxbi Web? Take a tour!
Discover the key features and tools Voxbi Web has to offer with this Video guide.
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Desktop
Windows App
Login
Sign in
Voxbi web
voxbi desktop
How do I sign in to Voxbi Web?
Start using Voxbi Web in no time with this quick Video guide.
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Voxbi Mobile
Do not disturb
How do I enable or disable Do Not Disturb (DND)?
Take control of your availability with the DND feature. Learn how to activate or deactivate with our Video guide.
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Voxbi Mobile
User Access
How do I log in?
Get started quickly by following this Video guide
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Voxbi Mobile
Mobile twinning
How do I activate or deactivate Mobile Twinning?
Easily manage your mobile twinning settings with just a few taps. Watch our Video guide
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How do I send an SMS via email?
Mixvoip offers a Mail-to-SMS service that allows you to send SMS messages by simply sending an email. Follow the instructions on our Mail-to-SMS guide
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How can I send and receive faxes via email?
With our Cloud PBX solution, you can send and receive faxes directly from your email. No physical fax machine needed. To send a fax via email follow the instructions on our Mail-to-Fax guide

Prefer using a traditional fax machine?
You can still use your fax device with an analog-to-IP converter. However, due to the nature of modern networks, we cannot guarantee 100% transmission reliability.

For more details, read our articles:
• 📄 Is the Fax Dead?
• 📄 Is the Fax Dead? (2/2) – Update

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Windows
Windows App
Desktop
Voxbi web
voxbi desktop
How do I change the ringtone while already in a call?
To change the ringtone during a call, navigate to Settings > Phone Tab and enable the Second Call Alert. This will play a distinct sound for incoming calls while you’re on another call.
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api
Integration
Voxbi web
voxbi desktop
How can i use APIs in my projects?
Comprehensive API documentation is available at docs.voxbi.com. Explore our APIs to integrate Voxbi functionalities into your projects seamlessly.
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Credentials
Account
Voxbi web
voxbi desktop
Where can i find my login?
You can find your Voxbi login by contacting your administrator, who will define or send you an email to set up your password. Alternatively, you can reach out to us at support@mixvoip.com using your professional email address for assistance.
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Voxbi Mobile
Call transfer
Call handling
How can I transfer a call?
1. Press # to initiate the transfer process. The PBX system will prompt you to enter the destination number.
2. Enter the desired destination number, which can be an internal extension or an external number.
3. Press # again to confirm, and the PBX will connect you to the destination number.
4. If you need to cancel the transfer, press .
5. To finalize the transfer, simply hang up the phone.
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Voxbi Mobile
Voicemail
Interception
Why are calls to my call group being intercepted by my mobile voicemail?
When a call comes into your group, it rings your extension and is then forwarded to your mobile. If your mobile voicemail is enabled, it may intercept the call if it picks up before you do. Since the system cannot differentiate between a person answering and the voicemail picking up, the call is treated the same way. The most effective solution is to disable your mobile voicemail completely.
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Voxbi Mobile
SIP call
Sim call
What’s the difference between the SIP purple button and the green button call?
The SIP call (purple button) uses an internet connection (Wi-Fi or 4G), while the green button initiates a call using your mobile SIM card.
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Voxbi Mobile
QR code
How do I obtain a QR code?
To obtain a Voxbi QR code, log in to your account at my.mixvoip.com and follow the steps in your PBX account settings. For a detailed walkthrough, refer to our Video Guide.
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IOS
Android
Voxbi Mobile
On which platforms is Voxbi available?
Voxbi is available on :
• Play Store for Android
• App Store for iOS
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Audio upload
Audio
Sound files
PBX Setup
Admin Access
How do I add a soundfile?
Add a soundfile in your PBX system. For detailed guidance, refer to our Video Guide.
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Call flow
IVR
How to create an IVR?
Set up IVR within your PBX system. For step-by-step instructions, watch our Video Guide.
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Contacts
Phone configuration
Desk phone
PBX Setup
Admin Access
How can I add contacts to the buttons on my desk phone?
Add contacts to the button of desk phone within your PBX system. For a detailed guide, refer to our Video Guide.
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Call forwarding
Mobile twinning
PBX Setup
Admin Access
How do I set up and enable Mobile Twinning?
Configure your PBX system to forward calls to your mobile device. For detailed instructions, watch our Video Guide.
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Extension
PBX Setup
Admin Access
How do I add an extension?
Set up a new extension in your PBX system. For detailed steps, refer to our Video Guide.
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Username
Name
PBX Setup
Admin Access
Name change
How do I change the name of an extension?
Change the name of an extension in your PBX system. For a step-by-step guide, watch our Video Guide.
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Time conditions
PBX Setup
Answering machine
Admin Access
How do I configure time-based routing for an answering machine?
Define time conditions in your PBX system to establish call routing rules. For detailed instructions, view our Video Guide.
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Security
Account
Password
Credentials
Reset password
Admin Access
How do I change my admin/sub-account password?
For a detailed guide, watch our Video Guide
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windows
mac
linux
web app
voxbi desktop
Where can I download Voxbi ?
The latest version of Voxbi for Windows and Mac is available on our download page. For Linux users, the web application is accessible at voxbi.team
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Login
Credentials
Admin
Admin Access
How do I log in?
Visit my.mixvoip.com , and enter your username and password on the administrator login page. For a detailed walkthrough, refer to our Video Guide. If you are unsure of your credentials, please email us at support@mixvoip.com from your professional email address.
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Does the Company have a formal whistleblowing policy?
Mixvoip follows the EU Whistleblower Directive (Directive (EU) 2019/1937), which establishes common minimum standards for the protection of individuals who report breaches of EU law. This directive aims to create a safe and transparent framework across member states, ensuring whistleblowers are protected from retaliation and can report concerns securely. In Luxembourg, this directive has been transposed into national law through the Law of 16 May 2023, which Mixvoip fully complies with, alongside similar regulations in other countries where it operates.

Our whistleblowing policy guarantees confidentiality and safeguards the identity of whistleblowers, ensuring that their reports are handled securely and without fear of retaliation. To facilitate reporting, we have established a dedicated email address, whistleblowing@mixvoip.com, which provides an accessible and confidential channel for submitting concerns. Mixvoip guarantees compliance with all legal requirements to protect whistleblowers and encourages reporting in good faith to address breaches effectively.
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Does the product/service being provided have a formal risk assessment program?
Yes. Mixvoip maintains a formal risk assessment program as part of its ISO/IEC 27001-certified Information Security Management System (ISMS). All core services — including telephony, cloud PBX, connectivity, and call recording — are subject to regular risk assessments. These evaluations cover technical, operational, regulatory, and data protection risks, and they are reviewed and updated as part of our continuous improvement and compliance processes. e
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Do you have a documented anti-money laundering (AML) policy?
Mixvoip is not subject to AML obligations under current Luxembourg or EU financial regulations, as we do not provide financial, payment, or fiduciary services. Therefore, we do not maintain a standalone AML policy. However, we fully support our regulated customers in meeting their compliance obligations, and we implement strong Know-Your-Customer (KYC) and due diligence practices where relevant to our operations.
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Does the Company have a governance policy?
Mixvoip has a clearly defined corporate governance structure supported by internal policies, including those related to information security, compliance, risk management, and operational oversight. Governance principles are embedded across our ISO/IEC 27001-certified management system and organizational practices.
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What is your knowledge of the Financial Industry legal framework?
Mixvoip has knowledge of the financial industry’s legal and regulatory requirements, ensuring compliance with its frameworks. As a trusted ICT partner for over 4,200 business and institutional customers across Luxembourg, Belgium, and Germany, Mixvoip adheres to key regulations such as GDPR, DORA, NIS2, TKG §109 and SERIMA.

Together with our ISO 27001 certification this highlights our commitment to secure information management systems and telecommunications security. In addition to that Mixvoip actively engages with national telecom regulatory bodies. All this allows Mixvoip to deliver solutions for its clients, including highly regulated sectors like finance.
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Are you currently under, or have ever been, the subject of an enforcement action in the last 5 years?
Mixvoip has not been the subject of any formal enforcement action. However, we routinely engage with regulatory bodies (e.g., ILR, CNPD, IBPT, BNetzA, ARCEP) through audits, inspections, and compliance reporting as part of our obligations. Any findings have been resolved without penalty or escalation.
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Have you ever filed for bankruptcy?
No, Mixvoip has never filed for bankruptcy. The company is financially stable and committed to ensuring business continuity. As part of this commitment, Mixvoip conducts regular checks of its financial situation to maintain operational stability and deliver reliable services to its customers.
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Does the Company undergo annual penetration testing?
Mixvoip does not formally commission a single annual penetration test on its own initiative. However, due to the nature of our customer base — including entities subject to DORA, NIS2, PSF and ISO 27001 requirements — our systems are regularly tested as part of their independent security assessments. Mixvoip proactively collaborates with these customers and their security partners, resulting in multiple penetration testing activities throughout the year that cover various layers of our infrastructure and services. Findings from these tests are tracked and addressed as part of our continuous improvement and ISO/IEC 27001-compliant risk management process.
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Does the Company have a formal documented cybersecurity plan?
Yes. Mixvoip has a formal, documented cybersecurity framework in place as part of its ISO/IEC 27001-certified Information Security Management System (ISMS). This includes policies, procedures, and controls addressing risk management, access control, incident response, business continuity, and other key areas of cybersecurity.
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Have there been any material operational outages or downtime, particularly customer impacting, in the past 12 months?
Mixvoip maintains a fully documented incident management process in line with ISO/IEC 27001 standards. All operational events — including any potential outages — are logged, reviewed, and, when required, notified to relevant regulatory authorities such as ILR, IBPT, BNetzA, ARCEP, and the appropriate data protection bodies.

As part of our commitment to transparency and compliance, we support regulated customers (including those under DORA) by providing incident-related information as contractually agreed or required by regulation. For confidentiality and security reasons, we do not publicly disclose complete incident history. Detailed information is shared only on a need-to-know basis, and only with the concerned customer, relating strictly to services they receive from Mixvoip. As a multi-service operator, we do not disclose incidents affecting unrelated services or other customers.
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Can you provide details about fraud levels and complaint volume over the past 12 months?
Mixvoip has advanced fraud monitoring systems configured with strict parameters and multiple security rules to detect, analyze, and prevent fraudulent activities in real time, allowing us to offer our anti fraud protection. Additionally, our cybersecurity measures, including firewalls, DDoS protection, and DNS Shield, further enhance our ability to safeguard against evolving fraud tactics.

Mixvoip maintains an exceptionally low complaint rate. This reflects the high level of satisfaction among our customers and the reliability of our services. Our proactive approach to monitoring and resolving issues ensures continued trust and seamless operations for all clients.
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For each printer, you offer two packages: a printer and a managed printer. What is the difference?
At Mixvoip, we let you choose what fits you the most: purchase your printer and print whenever you need, with no other fees or commitments, or get a printer for your business with a monthly fee and pay for the pages you print, whether in black & white or color.
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I would like to buy a printer. What does the price include?
The prices shown on each printer’s page include the cost of the selected printer, delivery, and setup with testing on one computer, regardless of whether you purchase just the printer or choose our managed printer service.
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What does "Zone 1" mean in the travel zones?
“Zone 1" refers to areas where we guarantee a Time to Intervene (TTI) as outlined in our Service Level Agreements (SLAs). This means that for customers located in Zone 1, we commit to a defined maximum intervention time for on-site support, ensuring faster response when assistance is needed.
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How does a managed IT contract work?
Before setting up a managed IT contract, we conduct an initial assessment of your IT infrastructure to calculate a fixed monthly cost that covers:
• IT support for daily operations and troubleshooting
• Regular updates, patches, and maintenance to keep systems secure and optimized
• Documentation of your IT setup
• Inventory tracking, with updates after major organizational changes or on a scheduled basis (e.g., every 6 months)
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Do you offer managed IT contracts with a fixed monthly fee?
Yes, we provide managed IT contracts that cover support, maintenance, updates, and guaranteed intervention times for a fixed monthly fee. Unlike hourly billing under a standard support contract, these agreements ensure predictable costs.
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I am a developer. Do you have APIs I can use in my projects?
Yes, we do! Documentation is available at docs.voxbi.com.
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Where can I find your Code of Conduct?
You can find our Code of Conduct on our Legal page.
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What are the conditions for using the flatrate call packages for SIP trunk services?
Mixvoip’sr flatrate packages that allow unlimited calls to over 100 destinations for only €9.90 per user per month, are exclusively available for PBX systems that have achieved Mixvoip's certification levels of "certified" or "compatible." This includes systems like Innovaphone, Starface, Wildix, 3CX, Asterisk, Freeswitch, Avaya, and Microsoft Teams, provided they are managed by a Mixvoip channel partner.

Flatrate packages are not available for use in call centers or with any automated call dialing systems, such as predictive dialers. You can find the list of countries included in our flatrate package on our call rates page.
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What is the size of an SMS, and how is it calculated?
An SMS is limited to 160 characters when using standard GSM-7 encoding (the most common encoding for text messages). This includes spaces, punctuation, and special characters.
If your message contains characters not supported by GSM-7 (e.g., certain emojis or non-Latin characters), it will be sent using Unicode encoding (UCS-2). In this case, the character limit is reduced to 70 characters per SMS.
For longer messages, SMS uses a feature called "concatenation" to split the text into multiple parts. Each part reserves characters for linking, reducing the effective limit to 153 characters per part for GSM-7 or 67 characters per part for UCS-2.
For example:
• A 300-character message in GSM-7 will be split into 2 parts of 153 characters and 1 part of 94 characters.
• A 300-character message in UCS-2 will require 5 parts of 67 characters each.
The price for sending SMS is calculated per part, so longer messages may incur higher costs.
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Where can I fill out a SEPA Direct Debit Mandate document?
With a SEPA Direct Debit Mandate, you can set up easy, automatic payments directly from your bank account. It’s an easy way to stay on top of your bills and never worry about missing a payment.

You can find the SEPA documents in different languages at the following links:
🇬🇧 https://sign.mixvoip.com/public/sepa-mv-en
🇫🇷 https://sign.mixvoip.com/public/sepa-mv-fr
🇩🇪 https://sign.mixvoip.com/public/sepa-mv-de
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What internet speed should my business choose to ensure high productivity?
For selecting internet bandwidth, it's generally recommended to start with at least 1 Gbit/s, especially for businesses utilizing cloud services. If higher bandwidth is available at your location, opting for more can enhance productivity and prevent slow internet from impacting your operations. This recommendation applies both to large enterprises and SMEs, where the demand for bandwidth is consistently growing.
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Do I receive a dedicated IP address from Mixvoip, and is carrier-grade NAT used?
Mixvoip ensures each customer receives a unique, dynamically allocated IPv4 address by default, with no sharing of IP addresses or use of carrier-grade NAT. For a nominal fee, this can be upgraded to a fixed IPv4 address. We adhere to strict net neutrality, blocking no traffic to provide the purest internet experience. IPv6 blocks are also available at no extra cost.
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Certification levels
Do you guarantee quick replacements for certified, compatible, or supported hardware?
The labels "certified," "compatible," or "supported" do not guarantee quick replacements for hardware. These designations indicate that the hardware meets certain technical standards or compatibility criteria with our systems. For guaranteed quick replacements, we have our “guaranteed-stock” list of hardware, which specifically ensures availability for rapid dispatch when needed. Click here to consult this list and learn more about our “guaranteed-stock”.
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How will I receive my invoices
Experience hassle-free billing with Mixvoip - all your invoices will be conveniently delivered to your inbox and accessible anytime on your personal Mixvoip platform. For any assistance, feel free to reach out to billing@mixvoip.com.
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Why should I opt for a symmetrical connection?
Businesses often require the same upload and download speeds due to applications like video conferencing, data backups, and large file transfers. A symmetrical setup, though potentially more costly, avoids bottlenecks and should be considered for businesses with more than 30 users. Investing in a symmetrical connection ensures efficient data handling, minimizes latency, and supports consistent performance.
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Is the bandwidth on DIA lines dedicated or shared?
The bandwidth on DIA (Dedicated Internet Access) lines is dedicated, not shared. These are point-to-point connections, meaning a specific portion of fiber is reserved exclusively for your use. Unlike shared technologies like X-GPON, DIA lines ensure consistent performance and reliable connectivity, as your bandwidth is not affected by other users.
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When and how can I claim SLA credits for a service breach?
If we fail to meet the service levels outlined in your SLA contract, such as taking longer than the specified time to resolve an issue, you are eligible to claim SLA credits. You can initiate the claim process by filling out the form on our SLA claim page. Ensure to provide all necessary details about the service issue.
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Can you provide internet lines with diverse entry paths for full redundancy?
Yes, we offer highly redundant internet lines that enter the building through different paths. Many business premises can be connected via multiple routes, and we supply the fiber route maps, known as KMZ or KML files, for complete transparency. The internet lines can be set up to terminate on either separate routers or a single router. By using BGP (Border Gateway Protocol), we enable dynamic failover and manage redundancy.
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What are the "monitoring and alerting" and "bandwidth graphs" features?
The "monitoring and alerting" feature specifically tracks the real-time status of your network connectivity, sending alerts for any disruptions to ensure quick resolution. "Bandwidth graphs" visually represent the usage of your network's bandwidth over time, helping you monitor traffic patterns and manage network capacity effectively. Together, these tools are crucial for optimizing and maintaining reliable internet connectivity.
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Do I get full admin access to your router, or can I install my own?
Mixvoip does not provide router access by default but grants full administrative rights for free upon request, allowing customers complete independence in managing their IT and internet security. For connections like copper DSL and coax, a modem might be necessary; however, the setup remains transparent. Customers may also configure their own devices using provided PPPOE credentials or fixed IP parameters depending on the connectivity service selected.
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Do you transfer SLA credits to my bank account?
We usually do not transfer SLA credits to your bank account. Instead, we issue a credit notice and deduct the amount from your next month's invoice. This method ensures that your account balance is adjusted accurately and efficiently.
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Which IP address will be used?
The IP address assigned to your services will come from Mixvoip's own block of IPv4 and IPv6 addresses. Mixvoip handles the allocation of IP addresses, ensuring optimal performance and adherence to internet governance standards. Both static and dynamic options are available, depending on client needs.
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Certification levels
How can vendors apply for Mixvoip certification?
Vendors can start the certification process by submitting an application to support@mixvoip.com. The application should include details about the product and how it integrates with Mixvoip services. Our team will review the submission and guide you through the next steps, including any necessary testing and documentation.
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Are all Emios internet packages fiber-based?
Not all Emios Internet packages are fiber-based. Some buildings are not yet connected to the fiber network, and only DSL may be available, offering speeds below 100 Mbit/s. You can verify the available options for your address using our internet search page. The fiber network is expanding quickly, so availability may improve over time.
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On which platforms is Voxbi available? Where can I download Voxbi for Windows?
Voxbi is available on Windows and mobile (Play Store for Android and App Store for iOS).
Mac and Linux users can use the web application available at https://voxbi.team/.
You can download the latest version of Voxbi for Windows from our download page.
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SLA
What is the difference between "Support hours" and "Fault processing hours"?
"Support hours" refer to the times customer service is available to help with general inquiries and support issues. "Fault processing hours" are specifically for technical teams to address and resolve service faults or disruptions, typically offering extended time slots to ensure you are never without internet.
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Can I upgrade my internet line to a higher speed?
Yes, upgrading your internet line to a higher speed is in most cases easy. Just reach out to our sales team, and we can plan the upgrade without any intervention. Please note that in some scenarios, you might need to upgrade your router or choose a faster router from our managed router model to fully benefit from the increased speed.
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Why doesn’t Mixvoip pull its own cables?
Installing our own cables isn’t feasible due to the enormous logistical, economic, and ecological challenges it would present. It's more practical and sustainable for local infrastructure providers to build and maintain the raw cable infrastructure. This strategy is economically efficient and ecologically sound. By accessing these existing networks, Mixvoip focuses on delivering added value through our telecommunications services, ensuring customers receive high-quality, cost-effective solutions.
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I want to become a Mixvoip Partner, what should I do?
We would be happy to work with you! To find all the information about a partnership with Mixvoip, you can discover our page dedicated to this subject by clicking here.
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SLA
Do you provide 7-day-a-week support and intervention for Wi-Fi, network management, and telephony solutions as part of your retail service packages?
Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages for the needs of shops, restaurants, and salons. These packages come with very competitive pricing and provide support seven days a week to cover all your communication needs.
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Why are calls to my call group being intercepted by my mobile voicemail?
When a call comes into your group, it rings your extension, which is then forwarded to your mobile. If your mobile has voicemail enabled, the call can be intercepted by your voicemail if it picks up before you do. Since the system can’t distinguish between a person answering and the voicemail picking up, the call is treated the same way.
To prevent this, you can either disable your mobile voicemail completely or extend the voicemail delay to be longer than the group’s ring time. The best solution is to completely disable your mobile voicemail.
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How long does it take to get my SLA credit claim approved?
Once you fill out the form on our SLA claim page, we strive to process your claim as quickly as possible. Typically, it takes us between 2-3 weeks to analyze your claim and issue the credit notice. This time frame allows us to thoroughly investigate the reported issue and ensure accurate credit issuance.
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How can I contact Mixvoip?
You can contact our technicians or our sales team directly via the internet page “Contact us”. You can also book a meeting with one of our team members to find answers to all your questions.
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SLA
Do I need a separate SLA for each site with its own internet line?
Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location.
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What test numbers can I use, and what are they for?
We provide several test numbers you can use for different testing purposes:
+352 20 333 000: Perform an echo test to hear your own voice back.
+352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing.
+352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection.
+352 20 333 010: Listen to a metronome tone on our Supernode system.
+352 20 333 012: Access an audiobook service hosted on our Supernode.
+352 20 600 246: Call this number to hear your caller ID in an international format.
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How can I determine my SLA coverage or upgrade my SLA plan?
To check if your services are covered by an SLA or to upgrade your SLA, you can reach out to our account managers. They are more than happy to outline your current SLA coverage and discuss options for upgrades to meet your specific needs. You can book a meeting with your account manager here.
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Why not buy directly from the infrastructure provider?
Purchasing services directly from infrastructure providers often lacks the personalized service and customer support that Mixvoip offers. Beyond just providing connectivity, we add value with tailored solutions, expert support, and integrated services to meet specific business needs. In a business environment, support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.
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How can I transfer using Voxbi during a call?
To transfer while on a call with Voxbi, follow these steps:
1. Press # to initiate the transfer process. The PBX system will ask you to enter the destination number.
2. Enter the desired destination number, which can be either an internal extension or an external number.
3. Press # again to confirm, and the PBX will connect you with the destination number.
4. If you need to cancel the transfer, press *.
5. To finalize the transfer, simply hang up the phone.
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What should I do if my Internet connection is slow?
Perform a Speed Test:
We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as Wi-Fi), please connect your computer to the router using an Ethernet cable.

1. Visit the Speed Test Website:
Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED).

2. Interpret the Results:
YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware or network.
NO: If the results do not match the speed of your Internet subscription, please restart your router. Unplug the power from your router for a few seconds and then plug it back in.
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SLA
How do the Retail internet packages differ from your more affordable standard fiber options?
Our Retail internet packages meet the demands of retail business operations during weekends and peak periods like Christmas, offer extended support hours and quicker intervention times, available seven days a week. These are designed to ensure reliability during critical business times, unlike our standard fiber options which cater to general needs with more affordable pricing.
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What firewall settings are required for Voxbi.team to work properly?
The port configuration can be found here: Voxbi - Network communication
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GDPR
EU AI Act
How does Mixvoip interpret the current situation of using AI to summarize phone calls?
We leverage AI to generate summaries of phone calls, ensuring compliance with GDPR while enhancing customer service. According to guidance from the BfDI, storing AI-generated summaries without recording spoken word may not require consent. Mixvoip views this as an example of data minimization and justifies the practice under legitimate interests and contractual necessity. Click here to read the full answer.
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Do you have a D-U-N-S number?
Mixvoip SA has a D-U-N-S number, available in our Impressum.
Our related companies in the different countries can all be identified by the VAT number and also the LEI code.
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Where can I find descriptions for Tempus Security Group permissions?
You can hover over any permission name to see its description. We understand the current names may not always be clear, so we’re revising them to make them easier to understand. Click here to view a table with the current and revised permission names, along with their descriptions.
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Do you offer different internet packages for private individuals?
Yes, we offer separate internet packages for private individuals and for businesses. Click here to view all residential internet offers.
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ISO27001
What is ISO27001?
ISO27001 is our short term for the ISO/IEC 27001 from the International Organization for Standardization and is the world`s best-known standard for information security management systems.
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DORA
How can I get an updated contract that complies with DORA requirements?
To obtain an updated contract that complies with DORA requirements, please be informed that our updated terms and conditions are fully DORA-compliant, specifically sections 1.5.3 and 1.12.8 address these requirements. To ensure that your inventory of Mixvoip services is current, please contact our billing department at billing@mixvoip.com. They will provide you with a contract quote listing all your existing services and service level agreements (SLAs), without modifying the duration of your contract. This quote, together with our terms and conditions, will form your contractual relationship with Mixvoip and will be fully compliant with DORA.
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GDPR
What is GDPR?
With GDPR we refer to the General Data Protection Regulation of the EU.
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GDPR
DORA
Are customers data stored or processed by Mixvoip and where are they located?
Yes, Mixvoip stores and processes customer data in full compliance with GDPR. This data is securely stored on servers located within the European Union, ensuring adherence to the highest standards of data protection, privacy, and security. For more information, visit our GDPR page.
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DORA
What is DORA?
DORA is the short term for the Digital Operational Resilience Act, a EU regulation.
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Where can I find the Tempus onboarding manual?
We have a nice onboarding tutorial. Click here to open it.
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NIS2
What is NIS2?
NIS2 stands for “Network & Information Security Directive” which is defined in the Directive on measures for a high common level of cybersecurity across the Union from the EU.
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GDPR
DORA
Do fourth parties (e.g., backup, subcontractors, equipment support/maintenance, software support/maintenance, data recovery, hosting providers, etc.) have access to scoped systems and data or processing facilities?
Mixvoip manages its entire IT infrastructure, including installation, configuration, and operational management like backup and restore, using its own data centers and in-house personnel. While Mixvoip maintains contracts with selected external providers for limited support, such as advanced hardware replacement, these contracts do not grant access to any scoped systems, data, or processing facilities. This approach enables Mixvoip to retain full control over system access and aligns with our stringent security and compliance standards, minimizing reliance on external entities.
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DORA
Are subcontractors monitored in the context of DORA?
We only select subcontractors who are compliant with the DORA for our critical and important ICT services.
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In which countries do you have offices?
Please refer to our Impressum page.
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DORA
ISO27001
Is there an information security program that has been documented, approved by management, published, and communicated to constituents?
The Information Security Program is comprehensively documented under our ISO 27001-certified ISMS and includes policies that have been formally approved by management and communicated to all relevant parties.
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DORA
In terms of DORA, what rank do the ICT subcontractors have?
All our ICT subcontractors are classified as Rank 2 under the DORA (Digital Operational Resilience Act) framework.
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DORA
Do you rely on subcontractors or subprocessors for ICT service provisioning, and where are these services provisioned and stored?
Yes, we rely on subcontractors for ICT service provisioning, in accordance with DORA requirements and GDPR standards. For detailed information about our subcontractors, including provisioning locations and storage details, please refer to our third-party providers.
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DORA
ISO27001
GDPR
Has the subcontracted ICT service a significant impact on the continuity of services provided?
The impact of subcontracted ICT services depends on the substitutability of the service and how it is integrated into the customer’s operations. While some services may not be easily replaced, our mission is to provide reliable and consistent services to minimize potential disruptions for our customers. You can find the information on our subcontracted ICT services here.
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What measures is Mixvoip taking on the topic of “sustainability”?
While Mixvoip does not have a formalized environmental policy with specific targets, sustainability is a key focus, and the company is committed to minimizing its environmental impact. This includes initiatives such as going paperless, offering organic refreshments, using electric vehicles, and planting trees to offset its carbon footprint. Additionally, the data centers operate with 100% green electricity, utilize free cooling, recycle biomass, and continuously monitor energy efficiency to reduce CO₂ emissions and improve sustainability.
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Is there an established Business Resilience Program that has been approved by management, communicated to appropriate constituents, and an owner to maintain and review the program?
The Business Continuity and resilience framework is established per ISO 27001 and further developed under NIS2 and DORA guidelines to ensure ongoing resilience, with policies for response, continuity, and regular review.
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ISO27001
DORA
GDPR
How do you handle security incidents?
In line with ISO 27001 guidelines, we have systems in place to monitor and detect security incidents. These are managed by our internal Incident Management Team. Customers can provide a designated contact for incident notifications through email, ticket submission or our web panel. If a security incident occurs, we ensure the designated contact is promptly informed with all relevant details.
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DORA
What types of substitutability levels exist for third-party ICT service providers?
We categorize the substitutability of third-party ICT service providers into four levels:
• Not substitutable: The service is unique, with no comparable alternatives available.
• Limited substitutability: Switching providers would require significant effort and high costs.
• Complex substitutability: Comparable providers exist, but switching would involve extra effort and costs due to dependencies.
• Easily Substitutable: The provider can be replaced easily, as there are several comparable options available in the market.
These levels help us assess the potential impact on service continuity and plan accordingly to maintain reliability for our customers.
These levels are used on our third party provider list.
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In which currency does Mixvoip operate?
Mixvoip conducts all operations in EUR.
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How can organizations ensure compliance with Directive 2003/88/EC?
Organizations can leverage tools like Tempus, which offers automated time tracking, compliance monitoring, and reporting features to help employers effectively meet the directive’s requirements. Tempus streamlines compliance processes and ensures transparency in record-keeping, making it easier for organizations to adhere to national labor laws and the European Directive.
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Are there any exceptions to the directive’s requirements?
Certain exceptions and flexibilities are permitted and integrated into labor laws. For example, specific industries or job roles (such as emergency services or seasonal work) may be subject to adapted requirements. However, these exceptions must still prioritize employee safety and well-being.
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Is there a formalized risk governance policy approved by management that defines the Enterprise Risk Management program requirements?
A formal risk governance framework is in place as part of our ISO 27001 certification and aligns with NIS2 and DORA requirements. In addition to that it is necessary to fulfill the german TKG and also SERIMA. Management has approved these policies, covering risk assessment, mitigation, monitoring, and review processes.
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Is the European working time directive (2003/88/EC) mandatory in Luxembourg?
Yes, the European Working Time Directive 2003/88/EC is mandatory in Luxembourg. As an EU member state, Luxembourg is required to align its national labor laws with this directive, which establishes minimum standards for working hours, rest periods, and annual leave to protect workers’ health and safety.
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What are the consequences for non-compliance with Directive 2003/88/EC?
Non-compliance can lead to legal consequences, including fines and other penalties. Moreover, non-compliant companies may face heightened risks related to employee grievances or reputational damage, underscoring the importance of adhering to these regulations.
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How do EU member states implement directive 2003/88/EC in its national law?
EU member states have incorporated the requirements of Directive 2003/88/EC into their national labor codes. These regulations address key provisions such as maximum weekly working hours, rest periods, and minimum paid annual leave. Employers within the Union are required to comply with these laws to meet both national and EU standards.
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How do you ensure business continuity technically?
Mixvoip is ISO 27001 certified, which requires us to have adequate and resilient technical infrastructure to support service continuity. As part of our certification, our technical equipment and continuity measures are reviewed and audited regularly to ensure compliance with ISO 27001 standards. This certification provides assurance that we meet internationally recognized requirements for the security, reliability, and resilience of our technical infrastructure.
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How do you ensure business continuity financally?
Once a year, Mixvoip generates a report on its financial health to ensure continuity of performance. This report is prepared by a committee including one external accounting firm and our CFO. It includes key metrics such as debt burden, cash reserves, projected cash flow trends, and revenue. Additionally, the report provides recommendations for maintaining financial stability and resilience. This report is reviewed by the executive committee and the board of directors to ensure adequate funding and proactive risk management.
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Which inspection rights are granted and to whom?
Whenever a legal requirement (e.g. Regulators, Law Enforcement, …) is given, Mixvoip grants matching inspection rights
For customers we refer to our Terms&Conditions, section 2.4.2
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DORA
Who is the designated lead in terms of DORA?
RZECZKOWSKI Marcin & KISTINGER Clemens
70, rue des Pres
L-7333 Steinsel
regulatory@mixvoip.com
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Which audits and tests are you performing on a regular basis?
We carry out regular audits and tests to maintain the security and compliance of our services. These include annual certifications like ISO 27001, regulatory audits, and internal vulnerability scans. For more details about our certifications and regulatory framework, please visit our accreditations page.
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How many employees are working at Mixvoip?
As of November 1, 2024, Mixvoip employed approximately 63 full-time equivalents (FTEs) respecting local minimum wage regulation. This figure represents the combined employees of Mixvoip SA and its subsidiaries in which Mixvoip holds at least an 80% ownership stake. Outsourced consultants are excluded from this calculation.
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Can you name your annual sales?
Mixvoip generates over 12 million in annual revenue, including revenue from subsidiaries with at least 80% ownership.
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DORA
Which type of ICT services do you provide related to DORA?
Within DORA our type of services are the following, depending on the services we provide to you:
- ICT project management
- ICT help desk and first level support
- ICT security management services
- ICT, facilities and hosting services (excluding Cloud services)
- Non-Cloud Data storage
- Telecom carrier
- Network infrastructurre
- Hardware and physical devices
- Software licencing (excluding SaaS)
- ICT operation management
- ICT Consulting
- Cloud services: SaaS
- Cloud services: PaaS
- Cloud services: IaaS
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Do you provide trainings and continuous skills development within the company?
All employees within the company are receiving internal security trainings (GDPR, ISO, …) at a regular basis. Certifications including external and internal trainings are also provided to ensure that employees are following best practices. You can find various certifications under our accreditations page.
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What is the contract duration?
The contract duration of a new internet line is 2 years by default. Exceptions might apply for customized connectivity solutions. This will be clearly stated on our quote.
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I bought a new modem. Can you use this modem or do I need to purchase a specific modem from you to have internet access?
With our internet installation packages, we can provide you with a Fritzbox for your connection. However, our technicians are trained to work with a wide range of modems. This gives you the flexibility to choose the modem that best suits your needs, and we’ll ensure your internet line is set up properly on the device you select.
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I already have internet with you but I am moving. What should I do?
If you already have internet with Mixvoip and you are moving, you only need to contact our experts here, they will contact you back to plan everything, to make sure you have the new internet line when you need to.
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Can I get a new mobile number or port my existing one with you?
Absolutely! Whether you need a brand-new mobile number or wish to keep your current one, we've got you covered. We offer new mobile numbers and can also handle the porting process to transfer your existing number to our services, ensuring a smooth transition.
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Which authorisation / license / certification do you have?
On our Impressum you can see in which countries we are registered as telecom operator including the regulatory body and our reference there.
In addition to that please check out Our accreditations page to find for example our ISO27001 certification.
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DORA
How can I identify you in DORA?
Within DORA the Legal Entity Identifier (LEI) is being used. Please head over to our Impressum to see the LEI codes for our entities.
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DORA
Where can I find your LEI code?
Please head over to our Impressum where we list the LEI for the different entities.
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Voxbi Mobile
Migration
When I install Voxbi 2, the new mobile app, how can I transfer my configuration from Voxbi Legacy?
To migrate your configuration, follow our step by step guide. In a rush? Here’s a summary:
1) update Voxbi Legacy to the latest available in the store;
2) open the latest version of Voxbi Legacy at least once;
3) only then install and open Voxbi 2.
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Can't find your question here?
If your question isn't answered here, please browse our database of all Voxbi Cloud PBX FAQs.
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Can't find your question here?
If your question isn't answered here, please browse our database of all FAQs.
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Certification levels
What are the key differences between ‘Certified’ and ‘Compatible’ levels?
'Certified' solutions offer deeper integration with Mixvoip services, including exceptional vendor support and extensive documentation, ideal for vendors who collaborate closely with Mixvoip. 'Compatible' products meet fundamental integration standards and are verified to work seamlessly with our services, ensuring reliable operation.
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Question
Answer
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windows
voxbi desktop
Does Voxbi for Windows support HID headsets?
Yes, Voxbi supports the following devices through HID:
◦ EPOS Impact 1030 Single-Sided Wireless Headset for PC - High priority
◦ Dell WH3022 Pro Stereo Headset
◦ Lenovo Wired VoIP Headset
◦ Logitech USB Headset H570e Stereo
◦ Yealink WH62 Mono Wireless DECT Headset.
Additionally, we support all Jabra devices through Jabra's DSK (HID is not required).
You can connect both HID and Jabra headsets using either a USB cable or a dongle. Please note that Voxbi does not support Bluetooth connectivity for HID or Jabra devices.
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Why aren’t my contacts showing up or syncing correctly?
Make sure you have unchecked the Private box of the contacts that you want to be available to the entire company.
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Is my contact data secure when syncing across devices?
Absolutely. Voxbi uses secure protocols to sync contacts and never shares your data without permission. You control which contacts are private and which are shared with the team.
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Voxbi web
voxbi desktop
Contacts
How does contact synchronization work in Voxbi?
To enable contact synchronization, make sure your contacts are not marked as private in Voxbi Web, Voxbi for Windows, or on my.mixvoip. Initially, when you add a contact from Voxbi Web or Voxbi for Windows, it is marked as private, so you need to uncheck that box manually to make it public.
On Voxbi Mobile you have instant access to all public contacts under PBX contacts, and to sync your personal phone contacts, you have to grant the app access to your contacts. Once done, each new contact added to your phone will appear automatically in the Local contacts list on your Voxbi mobile.
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Will new contacts I add be available on all my devices?
Yes, all your contacts that are not marked as private will be available on all your devices and accessible by your entire company.
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How do I sync my phone or CRM contacts with the telephony system?
Allow Voxbi Mobile to access your phone contacts, and they will be instantly available under the Local contacts tab. You can import your CRM contacts as a .csv file in my.mixvoip.com, and they will be available on all your platforms - browser, desktop, or mobile.
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I want my calls to be forwarded to my mobile phone outside working hours. What should I do?
Select the mobile phone to ring when you are not signed into your account (on Voxbi Web or Windows Desktop app) or from the drop-down list in your my.mixvoip.com account, select “on logout” in the Ring delay field (at the bottom of the list).
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My mobile phone doesn’t ring when I receive calls on my business number. What should I do?
Make sure that the twinning option is set to ring simultaneously or after a delay. Also, confirm that your mobile phone is not in Do Not Disturb mode.
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Why isn’t my Mobile Twinning working even after activation?
Check if your mobile number was entered correctly and ensure that your phone has network coverage. Also, verify that your extension settings allow calls to be forwarded.
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Will the caller know I am answering from my mobile rather than my office phone?
No, the caller will see your business number as usual, maintaining a professional appearance no matter which device you use to take the call.
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What happens if I answer a call on one of the devices?
Once you answer a call on either your office phone or mobile, the ringing stops on the other device, ensuring a smooth experience.
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Voxbi Mobile
Mobile twinning
Can I choose when my mobile phone rings?
Yes, you can customize it to ring at the same time as your extension, only when you're not signed in, or after a set delay—whichever option best fits your needs.
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How do I link my mobile phone with the Voxbi extension?
Enable Mobile twinning from the Voxbi settings. Enter your mobile number in the field and select how the phone should ring. Then, update the settings and verify that the extension and mobile ringing are synchronized.
Alternatively, you can use your  my.mixvoip.com account to add your mobile number and enable Mobile Twinning.
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How do I activate the Mobile Twinning feature?
1. Log into your my.mixvoip.com account, and activate the Mobile twinning option from the home page.
2. Sign in to your Voxbi Web or Windows desktop app account, navigate to the Phone section in Voxbi settings, and customize Mobile Twinning to suit your needs.
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Voxbi doesn’t appear as an option when I tap a TEL link. What should I do?
Ensure the Voxbi app has call permissions enabled in your Android device settings. If necessary, reinstall or update the app to ensure it registers properly.
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shortcut
Voxbi web
voxbi desktop
Do I need to install anything extra to use the keyboard shortcuts?
No extra installation is required. The feature is built into the Voxbi Windows Desktop app. Just make sure the app is running and the tray icon is visible.
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Do I need to copy-paste the number into Voxbi so I can call it using a shortcut?
No need to copy-paste! Just highlight the number and hit your assigned keyboard shortcut - Voxbi will handle the rest.
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click to call
Voxbi web
voxbi desktop
Can I use keyboard shortcuts to dial numbers from other applications?
Yes. Highlight a phone number in any application (like a document, email, CRM, or spreadsheet), then press your set shortcut to start a call directly using Voxbi or a PBX system.
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Voxbi web
voxbi desktop
Can I change the default call shortcut keys in Voxbi?
Yes! The Voxbi app allows full customization. You can easily update your shortcut preferences in the Set Shortcut section accessed through the tray icon.
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Voxbi web
shortcut
voxbi desktop
How do I enable keyboard shortcuts in the Voxbi Desktop app?
To set up keyboard shortcuts, right-click on the Voxbi tray icon in your Windows taskbar and select "Set Shortcut." You can then customize the key combinations to suit your preferences by following the on-screen instructions.
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click to call
Voxbi web
voxbi desktop
What if another application, instead of the Voxbi Desktop app, opens TEL links by default?
Scroll through the list of apps handling TEL links, find Voxbi, and manually set it as the default app for opening clickable phone numbers.
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click to call
voxbi desktop
Voxbi web
How do I set up Click-to-Call on the Voxbi Windows Desktop App?
Navigate to Windows Default Apps, search for TEL and CALLTO link types, and set the Voxbi Desktop App as the default application.
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Voxbi web
voxbi desktop
click to call
I have denied Voxbi access to TEL links, but it still asks me if I want to open a TEL link using Voxbi. Why is that?
If you manually denied voxbi.team permission to open TEL links in your browser, check whether the Voxbi Desktop app is already set as the default handler for telephone links in Windows. You have to remove it from there as well.
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click to call
Voxbi web
voxbi desktop
Click-to-Call works in my browser but not in my CRM or documents. What should I check?
Some applications might override your default TEL handler. Ensure your CRM or document software allows external TEL links and does not force a different app to handle calls.
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click to call
Voxbi web
voxbi desktop
When I type ‘tel: [xxx]’ in the browser’s URL bar, the call doesn’t start. What should I do?
Make sure the TEL format is written correctly after the colon. Also, confirm that Voxbi is properly registered as the TEL handler in your browser’s settings
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click to call
Voxbi web
voxbi desktop
I have set my browser for the default TEL link handler, but the call always goes through the desktop app. Why is that?
Ensure your browser is set to be the default app for handling TEL link types in Windows default apps. Simply adding your browser as a default TEL link handler only in the browser’s settings is not enough.
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Voxbi web
click to call
voxbi desktop
How do I test if Click-to-Call is working on my browser?
Click any TEL link on the web, a document, a CRM system, etc. Alternatively, type tel: 35220333000 in the browser URL bar and press Enter. Voxbi should start making an outgoing call and get connected to our test service.
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Voxbi web
click to call
voxbi desktop
What if multiple sites are listed as TEL link handlers in my browser?
If multiple sites are allowed to handle Tel link calls, you need to select a default one. Navigate to your browser’s protocol handlers page (chrome://settings/handlers edge://settings/content/handlers  firefox://settings/applications) and select the default browser to handle your tel link calls.
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Voxbi web
click to call
voxbi desktop
How do I set my browser to handle Click-to-Call links?
Set your preferred web browser as the default app for TEL links in Windows Default Apps settings.
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Voxbi web
click to call
voxbi desktop
How do I enable Click-to-Call on the Voxbi Web version?
To use the feature for the first time, go to Voxbi Settings > Phone section and click Request permission to enable it.
If you have manually denied Voxbi permission to open TEL links you should request permission to enable the feature.
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Windows App
windows
headset
Voxbi web
voxbi desktop
How do I set up my headset correctly in the Windows app?
Ensure the correct configuration of your headset by watching this Video guide
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Contacts
Voxbi web
voxbi desktop
How can I create a group of contacts?
Organize your contacts into groups for easier communication. Follow the instructions on our Video guide.
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onboarding
Voxbi web
voxbi desktop
New to Voxbi Web? Take a tour!
Discover the key features and tools Voxbi Web has to offer with this Video guide.
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Desktop
Windows App
Login
Sign in
Voxbi web
voxbi desktop
How do I sign in to Voxbi Web?
Start using Voxbi Web in no time with this quick Video guide.
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Voxbi Mobile
Do not disturb
How do I enable or disable Do Not Disturb (DND)?
Take control of your availability with the DND feature. Learn how to activate or deactivate with our Video guide.
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Voxbi Mobile
User Access
How do I log in?
Get started quickly by following this Video guide
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Voxbi Mobile
Mobile twinning
How do I activate or deactivate Mobile Twinning?
Easily manage your mobile twinning settings with just a few taps. Watch our Video guide
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Windows
Windows App
Desktop
Voxbi web
voxbi desktop
How do I change the ringtone while already in a call?
To change the ringtone during a call, navigate to Settings > Phone Tab and enable the Second Call Alert. This will play a distinct sound for incoming calls while you’re on another call.
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api
Integration
Voxbi web
voxbi desktop
How can i use APIs in my projects?
Comprehensive API documentation is available at docs.voxbi.com. Explore our APIs to integrate Voxbi functionalities into your projects seamlessly.
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Credentials
Account
Voxbi web
voxbi desktop
Where can i find my login?
You can find your Voxbi login by contacting your administrator, who will define or send you an email to set up your password. Alternatively, you can reach out to us at support@mixvoip.com using your professional email address for assistance.
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Voxbi Mobile
Call transfer
Call handling
How can I transfer a call?
1. Press # to initiate the transfer process. The PBX system will prompt you to enter the destination number.
2. Enter the desired destination number, which can be an internal extension or an external number.
3. Press # again to confirm, and the PBX will connect you to the destination number.
4. If you need to cancel the transfer, press .
5. To finalize the transfer, simply hang up the phone.
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Voxbi Mobile
Voicemail
Interception
Why are calls to my call group being intercepted by my mobile voicemail?
When a call comes into your group, it rings your extension and is then forwarded to your mobile. If your mobile voicemail is enabled, it may intercept the call if it picks up before you do. Since the system cannot differentiate between a person answering and the voicemail picking up, the call is treated the same way. The most effective solution is to disable your mobile voicemail completely.
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Voxbi Mobile
SIP call
Sim call
What’s the difference between the SIP purple button and the green button call?
The SIP call (purple button) uses an internet connection (Wi-Fi or 4G), while the green button initiates a call using your mobile SIM card.
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Voxbi Mobile
QR code
How do I obtain a QR code?
To obtain a Voxbi QR code, log in to your account at my.mixvoip.com and follow the steps in your PBX account settings. For a detailed walkthrough, refer to our Video Guide.
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IOS
Android
Voxbi Mobile
On which platforms is Voxbi available?
Voxbi is available on :
• Play Store for Android
• App Store for iOS
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Audio upload
Audio
Sound files
PBX Setup
Admin Access
How do I add a soundfile?
Add a soundfile in your PBX system. For detailed guidance, refer to our Video Guide.
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Call flow
IVR
How to create an IVR?
Set up IVR within your PBX system. For step-by-step instructions, watch our Video Guide.
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Contacts
Phone configuration
Desk phone
PBX Setup
Admin Access
How can I add contacts to the buttons on my desk phone?
Add contacts to the button of desk phone within your PBX system. For a detailed guide, refer to our Video Guide.
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Call forwarding
Mobile twinning
PBX Setup
Admin Access
How do I set up and enable Mobile Twinning?
Configure your PBX system to forward calls to your mobile device. For detailed instructions, watch our Video Guide.
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Extension
PBX Setup
Admin Access
How do I add an extension?
Set up a new extension in your PBX system. For detailed steps, refer to our Video Guide.
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Username
Name
PBX Setup
Admin Access
Name change
How do I change the name of an extension?
Change the name of an extension in your PBX system. For a step-by-step guide, watch our Video Guide.
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Time conditions
PBX Setup
Answering machine
Admin Access
How do I configure time-based routing for an answering machine?
Define time conditions in your PBX system to establish call routing rules. For detailed instructions, view our Video Guide.
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Security
Account
Password
Credentials
Reset password
Admin Access
How do I change my admin/sub-account password?
For a detailed guide, watch our Video Guide
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windows
mac
linux
web app
voxbi desktop
Where can I download Voxbi ?
The latest version of Voxbi for Windows and Mac is available on our download page. For Linux users, the web application is accessible at voxbi.team
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Login
Credentials
Admin
Admin Access
How do I log in?
Visit my.mixvoip.com , and enter your username and password on the administrator login page. For a detailed walkthrough, refer to our Video Guide. If you are unsure of your credentials, please email us at support@mixvoip.com from your professional email address.
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I am a developer. Do you have APIs I can use in my projects?
Yes, we do! Documentation is available at docs.voxbi.com.
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On which platforms is Voxbi available? Where can I download Voxbi for Windows?
Voxbi is available on Windows and mobile (Play Store for Android and App Store for iOS).
Mac and Linux users can use the web application available at https://voxbi.team/.
You can download the latest version of Voxbi for Windows from our download page.
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Why are calls to my call group being intercepted by my mobile voicemail?
When a call comes into your group, it rings your extension, which is then forwarded to your mobile. If your mobile has voicemail enabled, the call can be intercepted by your voicemail if it picks up before you do. Since the system can’t distinguish between a person answering and the voicemail picking up, the call is treated the same way.
To prevent this, you can either disable your mobile voicemail completely or extend the voicemail delay to be longer than the group’s ring time. The best solution is to completely disable your mobile voicemail.
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How can I transfer using Voxbi during a call?
To transfer while on a call with Voxbi, follow these steps:
1. Press # to initiate the transfer process. The PBX system will ask you to enter the destination number.
2. Enter the desired destination number, which can be either an internal extension or an external number.
3. Press # again to confirm, and the PBX will connect you with the destination number.
4. If you need to cancel the transfer, press *.
5. To finalize the transfer, simply hang up the phone.
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What firewall settings are required for Voxbi.team to work properly?
The port configuration can be found here: Voxbi - Network communication
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Voxbi Mobile
Migration
When I install Voxbi 2, the new mobile app, how can I transfer my configuration from Voxbi Legacy?
To migrate your configuration, follow our step by step guide. In a rush? Here’s a summary:
1) update Voxbi Legacy to the latest available in the store;
2) open the latest version of Voxbi Legacy at least once;
3) only then install and open Voxbi 2.
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