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No Dial Tone (Not Registering)
If no dial tone
is present in the earpiece, this means that the device
has not been able to contact the SIP server. Common
other symptoms of this error include the hardware reporting
the status as “Offline” or ‘Un-registered”.
To rectify this issue,
verify the following:
- Internet Connection
is online. Obvious but necessary.
- VoIP equipment has been configured according to the initial setup
guide.
- Importantly pertaining to the setup guide, that the device has an adequately
assigned IP address.
- SIP Server Address is correct; otherwise try the IP address of the
server (203.221.25.10).
- Username and Password are entered correctly.
-Try configuring the router with and without UDP port 5060 forwarded.
- Packet Filtering Firewall (SPI or otherwise) is allowing traffic on UDP port
5060.
- The latest firmware version is installed on the Router.
- If using
software, make sure that Windows Firewall or any other 3rd party
firewall applications are allowing UDP port 5060.
- If port forwarding doesn’t work, try using a DMZ.
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Cannot
Hear Incoming Audio
This can be described
as an inability to hear the other (non Voise) party of
a phone call. You can also experience this fault when
making a call, after dialling, the line may go dead.
Do not confuse this error with a lack of dial tone, as
this resolution assumes that there is a dial tone present
and you are registered.
To establish that you
have a dial tone and are configured correctly, place
the following test calls.
1. Call 03 9012 5000 (Voise Support on VoIP)
2. Call 03 9445 2222 (Voise Support on PSTN)
You should hear a ring,
then an automated voice saying “Welcome to Voise…” after
dialling both of these numbers.
If the first number results in an error, refer to other parts of this guide.
However if the first call is successful and the second results in silence
after dialling, verify the following:
- The RTP Port specific
to the VoIP device is forwarded from the router to
the VoIP device. For a list of the default ports for supported
hardware, refer to the port forwarding section of this guide. Or refer
to the
manual that came with your equipment.
- Packet Filtering Firewall (SPI or otherwise)
is allowing traffic on the
RTP port.
- The latest firmware version is installed on the Router.
- If all else fails, try using a DMZ.
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Error: “Password
Not Valid”
This is an audible error that
you will hear played back by an automated voice when
trying to make a call.
To rectify this issue,
verify the following:
- You have the correct login
information entered in your VoIP device.
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Error: “Call is
not valid on your tariff plan”
This is an audible
error that you will hear played back by an automated
voice when trying to make a call. It is caused by an incorrect
number being sent
to the server on a particular account type.
-
If you have a Voiseline or Voisetalk One-Way service
number (of the form 6191555xxxx).
o You must dial the area code of all numbers
you call. This is because the service number
you have
has no
allocated physical location and will not automatically
fill in the ‘03’ for instance.
- If you have a VOISEBox Linksys PAP2 ATA.
o The “dial plan” setting of the device,
found under the
Admin->Advanced->Line 1 (or 2) menu, is not
correct. It is important as this line tells the
device when
to send the dialled number to the server
and the factory default setting will not accept Australian telephone
numbers.
- Some other devices will have a default digit timeout,
so after a set period of time will send any numbers
entered in on the keypad to the server, if the
number is incomplete when sent, this will cause this error.
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Error: “This
service is blocked”
This is an audible error
that you will hear played back by an automated voice
when trying to make a call. It means that your account
has been stopped for
accounting reasons.
-
You must contact Voise accounts and raise the issue
with them, once any outstanding balance has been cleared
or
issues resolved,
you account will be restarted.
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Error: “This
account has expired”
This is an audible error
that you will hear played back by an automated voice
when trying to make a call. It is a message played back
to the holder of temporary
accounts that have a life-cycle assigned to them.
- Contact Voise
Technical support and rectify any account based issues,
once
this is complete the server administrator
must remove
the life-cycle from
the account.
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Error: ‘Insufficient
Credit on this account”
This is an audible
error that you will hear played back by an automated voice
when trying to make a call. It is associated to an account based issue, but
can be induced by a technical issue. By default, and as laid out in the Voise
Terms and Conditions, each service number is limited to make a maximum of $200
worth of telephone calls per month. This is to protect against fraudulent use
of the system and to catch technical issues caused by incorrect configuration.
If this occurs more than
once on a particular setup, you may well have a configuration
issue that is blocking or partially blocking traffic on
the SIP/Register port UDP 5060. Refer to the port forwarding
and configuration guides to eliminate this problem.
-
Check the Call Detail Records (CDRs) for the current
month for any inconsistencies.
- Contact Voise Support and have them remove any
erroneous charges.
- If everything is in order, and you have a high
usage under normal circumstances,
you may apply for a credit increase by writing to the Voise Accounts
department. You can fax or mail the request to
Voise head office.
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Please note, that
if you have a Voiseline or Voisetalk One-Way service,
you
are unable to receive calls from outside of the Voise
network. You can however
receive calls from other Voise customers, simply take your service
number and replace the ‘61’ with a ‘0’.
i.e. 61915550000 becomes 09 1555 0000.
However, if the service
number is a Voiseline or Voisetalk Two-Way local geographic
number and the VoIP device doesn’t ring when
you dial the geographic number it can be related to
device
configuration.
-
Make sure the service is functional for out going
calls, if not, troubleshoot based upon the responses
above.
- If when called, the number responds with an engaged
tone, call Voise Support as there may be a server
side misconfiguration.
- Try configuring the router with and without UDP port 5060 forwarded.
- Packet Filtering Firewall (SPI or otherwise) is allowing traffic
on UDP port 5060.
- The latest firmware version is installed on the Router.
- Try using an alternative handset The phone in use may not be compatible
with the VoIP device.
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The
issue of call quality is the easiest spot but by far the
hardest to diagnose and rectify. There are a multitude
of issues that can affect the quality
of calls, and it is impossible to guarantee that there is a fix for every
case. For this reason Voise does not charge for (in the most case) or prevent
you from cancelling your service. (subject to the terms and conditions)
To attempt to rectify
this issue:
- Check the codec you have in use is G729a.
- Make sure you are not using the internet on any
of the computers attached to the same network as
your VoIP device.
- You must have at least 64kbps in each direction on your internet
connection, but 512/128 is recommended.
- Make sure that Quality of Service (QoS) Configuration on your router
is preferential to VoIP traffic.
- The latest firmware version is installed on the Router.
- Packet Filtering Firewall (SPI or otherwise) is allowing traffic
on both the SIP/Register port and the RTP port of the VoIP device.
- Your service provider can impact the flow of VoIP traffic from your
end to our end, so you may want to take it up with their customer support
team.
- Appropriate port forwards are in place for the SIP/Register port
and the RTP port of the VoIP device.
- Try using an alternative handset, as the phone may not be compatible
with the VoIP Device.
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One of Two Devices Works
(multiple adapters/services)
In some cases, people
can have more than one VoIP device configured on their
network, or in a more likely case, can have two or more
services configured
on a multi line device like the VOISEBox Linksys PAP2. You can troubleshoot
these scenarios and service numbers as separate devices, the key thing to keep
in mind is that each device will require its own set of available ports for
use on the routers interface.
To troubleshoot this
issue:
- Make sure that
each line of the PAP2 has its own “register port” assigned
under the heading: Admin Login->Advanced->Line 1/Line
2. Usually it will be by default, UDP 5060 and UDP 5061.
- If you are using separate devices, make sure that each device has its own
IP address, own SIP/Register ports and own RTP port range.
- The latest firmware version is installed on the Router.
- Packet Filtering Firewall (SPI or otherwise) is allowing traffic
on the designated
SIP/Register port and the RTP port of the VoIP devices.
- The router has the correct port forwards in place as laid out in
the port
forwarding section of this guide.
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People Do Not Get Prompted
to Leave a Voisemail
By default, Voisemail
is not enabled on a persons account. However, there
can be other
issues involved with the Voisemail service. So it
can also pay to
get in contact with Voise support to ensure the account has been configured
on the server side.
-
To enable the Voisemail service on the account,
from the “My Account” page,
head to the “Services” section and click on the “View” link
next to the service number. Then select “yes” from the
drop down box next to ‘Follow Me’, place a dot next two
where it says “unavailable” and
also place a dot next to “Voisemail”. This will enable
the Voisemail service on the account.
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Unable to Check Voisemail
Occasionally
dialling ‘*99’ may not work, you may
get an engaged tone or in some cases nothing at all.
-
Try dialling 03 9012 4999, this is a Melbourne located
VoIP number that dials direct to the Voisemail server.
If you are dialling from your Voise
service,
it will go straight to the Voisemail Box. However, you can call this
number from a PSTN or Mobile number. Refer to the guide on Voisemail
services for
more information.
- There is occasionally a setting under the Regional settings of
a PAP2 unit that may have reserved the use of the *99 shortcut.
You can
view
this page
by opening the PAP2 configuration page in your web browser and clicking: “admin
login” and then “switch to advanced view”. Now, browse
through all the options under the “Vertical Services Activation
Codes” and
find any entries that contain *99 and remove them. Then, at the bottom
of the page click “Save Settings”.
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Not Receiving Voisemail-To-Email
Messages
By default this service is not activated
on any accounts. Refer to the services section of the Voise
guides for information regarding this service.
It has also been brought
to Voise’s attention that some email servers
will reject the mail messages for no apparent reason.
To eliminate
this as a reason, try with an alternate email address.
If the issue then is resolved, but it is desired
to use the first email address attempted, contact
the
mail administrator
of your mail service.
However if the account
does have the service activated correctly and the messages
are not coming through, verify the following:
- The
email address entered in the Voisemail-To-Email
configuration is typed correctly.
- Voisemail is configured for the service.
- Spam filters at the recipient side are not
rejecting the emails. They will come from the
address: Asterisk
PBX <voisemail@voise.com.au>.
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You Cannot Make Selections
on Automated Phone Systems
When calling end parties
that employ Interactive Voice Response (IVR) menus where
you make menu selections via key press nothing seems to
happen. This
is related to a part of telephony referred to as DTMF tones.
There are a number of
issues in widespread play that are not only specific to
Voise VoIP customers. This is due to the pure nature of
telephony standards not being observed across most of the
industry. You can try some of the fixes listed here but
sometimes there is no guarantee.
To rectify this issue,
verify the following:
- The VoIP device has the latest
firmware.
- The DTMF Setting of the VoIP device is set to
one of:
o RFC2833, or
o InBand
o Payload Type is 101 or 99
- Try an alternative handset as the phone in use
may not be supported by the handset in use.
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PAP2 Power Light Flashing
Constantly or Power Light is Lit Red
This indicator means
that there is an issue with the IP address. If the
light is flashing it refers to a DHCP deployed device
and ultimately means that
the device is not automatically retrieving the IP address.
The result from dialling
the IP address discovery code on the phone by first entering ‘****’ upon
the keypad, followed by ‘110#’ will typically have a voice read
to you: ‘0.0.0.0’. A common mistake will be to attempt to
attach the device to a network with out a router/DHCP server in place.
If the light is coming
on Red, it means that there is a statically assigned IP
address that is conflicting with another device on the
network to which the device is attached.
To rectify the
issue based on flashing light, verify the following:
-
The cables are firmly attached to both the PAP2
unit and the router in place.
- The device is configured to receive an IP. To
verify this, enter the configuration page of the
PAP2, and
then click on the “System” link. The entry
next to ‘DHCP’ should read yes.
- The router controlling the network is acting as a DHCP server. To
check to fix this issue, refer to the manual, manufacturer or supplier
of the device
in question.
- Please note however, due to the requirements of port forwarding in
VoIP, once an IP address is assigned, the device should be configured
to have a static
IP address. For more information, refer to the PAP2 Installation Guide.
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