Many Gradwell customers only use a limited amount of locations to make and receive phone calls. Therefore, in order to protect you from fraud we automatically check the IP address that your extension is using when you make a call. If it is not one of your regular locations then we will bar the call, and a message will be played telling you to modify your account settings.
Therefore, if you wish to use your VoIP service from a new location, you will have to tell our system so that we don't bar the call.
Please note that this functionality only applies to hosted VoIP (not trunks). It does not affect calls to other extensions or inbound calls.
What is an IP address?
All devices on the internet has an IP address. It is a unique identifier that allows your device to send and receive messages on the internet, just like your postal address allows you to receive letters.
How do I add my IP address to my account?
When you first create your Gradwell account, we will monitor the IP addresses that you use for two weeks and automatically add these for you. After this two week period you will have to manually add any new IP addresses.
To do this, simply login to your VoIP account and select on IP ACL from within the Advanced menu).
*NOTE* Currently, you will be directed to the legacy control panel to record your voice menu.
You will need to add the IP address that you wish to use in the Network range field. If you have a range of IP addresses that you wish to add (for example, your ISP has assigned you ten IP addresses) then you can add a range by typing the first IP address and the last IP address in the range separated by a hyphen.
Alternatively, if you understand CIDR notation then you can use this to add a range of IP addresses.
You can also chose whether to allow all extensions on your account to use the IP address, or just a certain extension. Click Save Changes to finish adding the IP address.
To delete an IP address that is no longer required, simply tick the Delete box and click Save Changes.
Help! I got a "You may not add a private IP range" error message
If you see this message you have not added a public IP address, and have instead attempted to add a private IP address. Private IP addresses are only used within your own internal network and are not publicly visible across the internet. They are used if your devices are behind NAT - for more help on what this means please see this article.
To resolve this issue you need to find and add the IP address of your router instead. If you are using a computer on the same network whilst using the IP ACL page then we display the IP address for you - just enter this.
What do I do if my internet provider does not provide me with a static IP address?
Some internet service providers (ISP) do not provide their customers with a static IP address. This means that when you reboot your router or have a disconnection from the internet your IP address may change. In this instance your phones may stop allowing outbound calls (however, inbound calls will not be affected).
If this is the case, you will need to contact your ISP and ask them for the range of IP addresses that may assigned to you. You will then need to add this range to the control panel so that you are not unexpectedly stopped from making outbound calls.
If I change my internet provider will I have to update this page?
I want to allow any IP address to make calls from my account
If you wish to allow any IP address to make calls from your account, tick the allow any IP box, select whether you want this setting to apply to a certain extension or all extensions on your account, and select Save Changes.
Please be aware that this increases the chances of your Gradwell account being affected by fraud, and is done so at your own risk.
Other ways to help protect your account
For other ways that you can protect your account from fraudulent activity, please read this knowledgebase article.