Difference between revisions of "Support user level2"

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Line 71: Line 71:
 
# Record the customer's data and problem description:
 
# Record the customer's data and problem description:
 
#* Get the customer data
 
#* Get the customer data
−
#* Get the customers use case
 
 
#* Get the problem description from the customer
 
#* Get the problem description from the customer
 
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemIdentifying | Show me how ... ]]
 
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemIdentifying | Show me how ... ]]
Line 82: Line 81:
 
#:* Consult the "Call Data" for the last connection attempts and connections longer than 2min
 
#:* Consult the "Call Data" for the last connection attempts and connections longer than 2min
 
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemCheckUserInput | Show me how ... ]]
 
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemCheckUserInput | Show me how ... ]]
 +
#:  
 +
# Evaluate the user's VoIP setup:
 +
#* For questioning and analyzing the user's problem it is necessary that the supporter is aware of the VoIP setup of the user.
 +
#: {{Picture_Help_Link | size=25 }} [[{{NAMESPACE}}:support_user_level2#SupportUserProblemAnalyzing | Show me how ... ]]
 
#:  
 
#:  
 
# Check the big picture:
 
# Check the big picture:
Line 94: Line 97:
 
# If you are not able to solve this problem then contact the provider support. Have ready all collected information and what you have done and found out until now.
 
# If you are not able to solve this problem then contact the provider support. Have ready all collected information and what you have done and found out until now.
 
}}
 
}}
 +
 +
 +
The supporter shall record the user information and the results of his own research:
 +
[[file:support_user_problem_analyzing_e.png |750px|frameless|left|link=| Identifying the User Problem ]]
 +
<br clear=all>
 +
 +
This information is most welcome if he needs the support of the provider and has to inform him about the case.
  
  
Line 99: Line 109:
  
 
{{ToTop | SupportUserProblemIdentifying }} <!------------------------------------------------------>
 
{{ToTop | SupportUserProblemIdentifying }} <!------------------------------------------------------>
−
= Record the Customer's Data and Problem Description =
+
= Step 1: Record the Customer's Data and Problem Description =
  
  
Line 109: Line 119:
 
:* Telephone number of the caller
 
:* Telephone number of the caller
 
:* if applicable the company name
 
:* if applicable the company name
−
 
−
 
−
 
−
 
−
{{ToTop }} <!-------------------------------------------------------------------------------------->
 
−
== Identify the Customer's Use Case ==
 
−
 
−
From the customer get if it is a:
 
−
:* Residential user
 
−
:* Business "Legacy ISDN PBX"
 
−
:* Business "IP PBX with SBC"
 
−
:* Business "SIP Trunk / IP PBX"
 
−
:* "vPBX"
 
−
:* etc
 
−
 
−
If the customer doesn't know then identify via the ConfigCenter the telephone number and its associated account.
 
  
  
Line 143: Line 137:
  
 
{{ToTop | SupportUserProblemCheckUserInput }} <!-------------------------------------------------------->
 
{{ToTop | SupportUserProblemCheckUserInput }} <!-------------------------------------------------------->
−
= Cross Check the User Inputs =
+
= Step 2: Cross Check the User Inputs =
  
 
With this cross check the supporter can validate the user information, gets an impression of the  state of the account and will probably find the reason for the user problem...
 
With this cross check the supporter can validate the user information, gets an impression of the  state of the account and will probably find the reason for the user problem...
Line 149: Line 143:
  
 
Via ConfigCenter check the users status and account configuration on the VoIP Switch:
 
Via ConfigCenter check the users status and account configuration on the VoIP Switch:
−
# Check the [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterRegistration | telephone number registration ]] status.
+
# Check "Validity":
 +
#: Check if the user account and its addresses are existing and "valid".
 +
#:
 +
# Check [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterRegistration | the telephone number registration status. ]]
 
#: If there is no registration you can proceed directly with {{Picture_Help_Link | size=25 }} [[#SupportUserProblemDeviceNetwork | The user device is not registered ... ]]
 
#: If there is no registration you can proceed directly with {{Picture_Help_Link | size=25 }} [[#SupportUserProblemDeviceNetwork | The user device is not registered ... ]]
 
#:
 
#:
Line 167: Line 164:
  
  
−
{{ToTop | SupportUserProblemBigPicture }} <!-------------------------------------------------------->
+
{{ToTop | SupportUserProblemAnalyzingVoipSetup }} <!----------------------------------------------->
−
= Check the Big Picture =
+
= Step 3: Evaluate the User's VoIP Setup =
  
−
At this point the supporter should get aware if the problem is limited to this user or if it could be large scale problem within the VoIP System.
+
For questioning and analyzing the user's problem it is necessary that the supporter is aware of the VoIP setup of the user.
  
−
If the supporter suspects a large scale problem, due to a great amount of the same ore similar user complains then he should contact the telephony provider support or emergency organization.
+
The experienced supporter knows of the user's VoIP setup after the [[#SupportUserProblemCheckUserInput | cross check ]]. If not here the supporter finds the most implemented VoIP setup's.
−
 
 
−
 
 
−
If the supporter has enough privileges he can check:
 
−
# The [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterComponent | VoIP Switch component status ]]
 
−
#: This will show if the VoIP Switch itself hat a problem.
 
−
#:
 
−
# The [[{{NAMESPACE}}:support_monitor | VoIP System monitor ]]
 
−
#: Here you can check if:
 
−
#:* The registrations dropped in a large scale
 
−
#:* The calls dropped in a large scale
 
−
#:* The IP connectivity somewhere in the VoIP system failled
 
−
 
 
−
At any rate the supporter '''must inform''' the VoIP system administrator!
 
−
 
 
−
 
 
−
 
 
−
 
 
−
{{ToTop | SupportUserProblemAnalyzing }} <!-------------------------------------------------------->
 
−
= Analyzing the Customer Problem =
 
  
  
 +
{{ToTop | SupportUserProblemAnalyzingVoipSetupResidential }} <!------------------------------------>
 +
== VoIP Setup: Residential ==
 +
Characteristics:<br>
 +
:* Private household
 +
:* Single or few telephone number
 +
:* Each telephone number registers individually
  
  
 +
Most common problems:<br>
 +
:* Account or telephone number blocked on the VoIP switch
 +
:* Telephone number not correctly ported to the telephony provider
 +
:* Telephone not correctly configured
 +
:* Telephone, cables defect
 +
:* Internet access fails
  
  
 +
Overview VoIP Setup:<br>
 +
[[file:support_analyzing_voip_setup_scenario_residential_e.png |750px|frameless|left|link=| Overview VoIP Setup "Residential" ]]
 +
<br clear=all>
  
  
  
  
 +
{{ToTop | SupportUserProblemAnalyzingVoipSetupIsdnLegacyPbx }} <!---------------------------------->
 +
== VoIP Setup: Legacy ISDN PBX ==
 +
Characteristics:<br>
 +
:* Company PBX
 +
:* The ISDN PBX is connected via BRI or PRI to an ISDN-SIP Gateway
 +
:* One or more telephone number ranges
 +
:* The telephone numbers are registered via a main number
 +
:* The telephone number of incoming calls are signaled with only a few digits
  
  
 +
Most common problems:<br>
 +
:* Account or telephone numbers blocked on the VoIP switch
 +
:* Telephone number ranges not correctly ported to the telephony provider
 +
:* Wrong incoming telephone number signaling
 +
:* Internet access fails
 +
:* The company Firewall VoIP ALG interferes with the SIP signaling or needed IP ports are blocked.
 +
:* QoS problems for speech, Fax, DECT
  
  
 +
Overview VoIP Setup:<br>
 +
[[file:support_analyzing_voip_setup_scenario_business_legacy_pbx_e.png |750px|frameless|left|link=| Overview VoIP Setup "Legacy ISDN PBX" ]]
 +
<br clear=all>
  
  
  
  
 +
{{ToTop | SupportUserProblemAnalyzingVoipSetupIpPbx }} <!------------------------------------------>
 +
== VoIP Setup: IP PBX ==
 +
Characteristics:<br>
 +
:* Company PBX
 +
:* The IP PBX is connected directly or via SBC to the VoIP Switch
 +
:* One or more telephone number ranges
 +
:* The telephone numbers are registered via a main number
  
  
 +
Most common problems:<br>
 +
:* Account or telephone numbers blocked on the VoIP switch
 +
:* Telephone number ranges not correctly ported to the telephony provider
 +
:* The company Firewall and/or SBC VoIP ALG interferes with the SIP signaling or needed IP ports are blocked.
 +
:* Internet access fails
 +
:* QoS problems for speech
  
  
−
 
+
Overview VoIP Setup:<br>
−
 
+
[[file:support_analyzing_voip_setup_scenario_business_ip_pbx_e.png |750px|frameless|left|link=| Overview VoIP Setup "IP PBX" ]]
−
 
 
−
During this first step the supporter shall identify the user's problem.
 
−
 
 
−
By interviewing and checking the facts the supporter must be able to collect all basic information:
 
−
[[file:support_user_problem_analyzing_e.png |750px|frameless|left|link=| Identifying the User Problem ]]
 
 
<br clear=all>
 
<br clear=all>
  
−
By identify the user's use case the supporter can selectively optimize the questioning.
 
  
  
  
 +
{{ToTop | SupportUserProblemAnalyzingVoipSetupIsdnVPbx }} <!---------------------------------->
 +
== VoIP Setup: vPBX ==
 +
Characteristics:<br>
 +
:* Company PBX
 +
:* The IP Phones are connected directly to the VoIP Switch
 +
:* One or more telephone number ranges
  
−
{{ToTop | SupportUserProblemUseCaseResidential }} <!----------------------------------------------->
 
−
=== Use Case "Residential" Questioning ===
 
  
 +
Most common problems:<br>
 +
:* Public account and/or public telephone numbers blocked on the VoIP switch
 +
:* Public telephone number ranges not correctly ported to the telephony provider
 +
:* Private account and/or private telephone numbers blocked on the VoIP switch
 +
:* Provisioning of the SIP devices out of the AdminCenter
 +
:* The company or home office Firewalls and/or SBCs VoIP policies or ALG interferes with the SIP signaling or needed IP ports are blocked.
 +
:* Company/home office Internet access fails
 +
:* QoS problems for speech, FAX, DECT
  
  
−
 
+
Overview VoIP Setup:<br>
−
 
+
[[file:support_analyzing_voip_setup_scenario_vpbx_e.png |750px|frameless|left|link=| Overview VoIP Setup "vPBX" ]]
−
[[file:support_analyzing_3x3_equipment_residential_scenarios_e.png |750px|frameless|left|link=| Use Case Residential ]]
 
 
<br clear=all>
 
<br clear=all>
  
Line 241: Line 270:
  
  
 +
{{ToTop | SupportUserProblemBigPicture }} <!-------------------------------------------------------->
 +
= Step 4: Check the Big Picture =
  
 +
At this point the supporter should get aware if the problem is limited to this user or if it could be large scale problem within the VoIP System.
  
 +
If the supporter suspects a large scale problem, due to a great amount of the same ore similar user complains then he should contact the telephony provider support or emergency organization.
  
  
 +
If the supporter has enough privileges he can check:
 +
# The [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterComponent | VoIP Switch component status ]]
 +
#: This will show if the VoIP Switch itself hat a problem.
 +
#:
 +
# The [[{{NAMESPACE}}:support_monitor | VoIP System monitor ]]
 +
#: Here you can check if:
 +
#:* The registrations dropped in a large scale
 +
#:* The calls dropped in a large scale
 +
#:* The IP connectivity somewhere in the VoIP system failled
  
−
 
+
At any rate the supporter '''must inform''' the VoIP system administrator!
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
  
  
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<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
{{ToTop | SupportUserProblemSolve }} <!------------------------------------------------------------>
 
{{ToTop | SupportUserProblemSolve }} <!------------------------------------------------------------>
−
= Solving the Customer Problem =
+
= Step 5: Solve the Customer Problem =
  
  
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{{ToTop | SupportUserProblemDeviceNetwork }} <!----------------------------------------------------->
 
{{ToTop | SupportUserProblemDeviceNetwork }} <!----------------------------------------------------->
−
== Solve Problem Type: "Device / Network" ==
+
== Solve "Device / Network / Configuration / Registration" Problems  ==
  
 
This problem type covers the following erroneous conditions:
 
This problem type covers the following erroneous conditions:
Line 281: Line 317:
 
| t3=
 
| t3=
 
Check via ConfigCenter:
 
Check via ConfigCenter:
−
:* Does the telephone number exist?
+
:* Does the user account exist and is it "valid"?
−
:* Is the telephone number valid?
+
:* Does the telephone number exist and is it "valid"?
−
:* Is the user account valid?
+
 
 
Actions:<br>
 
Actions:<br>
−
:: &rarr; Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
+
:: &rarr; Check why the account, telephone number doesn't exist or is disabled
 +
::: &rarr; activate them if allowed.
 
:
 
:
 
}}
 
}}
Line 332: Line 369:
 
}}
 
}}
 
Actions:<br>
 
Actions:<br>
−
:* Check if the device is really on-line! Device defect? power? patch? IP address? &rarr; see below
+
:* Order the user to check if the device is really on-line!
 +
:* Order the user to check if the device is defect? powered on? patch? IP address? &rarr; see below
  
  
Line 354: Line 392:
 
|width1=725 | width2=75 | width3=75 <!--max 875-->
 
|width1=725 | width2=75 | width3=75 <!--max 875-->
 
| t1=
 
| t1=
−
Check that the device has the correct configuration for:
+
For a manually configured device, check that the device has the correct configuration for:
 
:* Telephone number
 
:* Telephone number
 
:* SIP credentials
 
:* SIP credentials
 
:* VoIP Switch domain configuration
 
:* VoIP Switch domain configuration
 
Actions:<br>
 
Actions:<br>
−
:: &rarr; The user must manually adjust the SIP credentials on the device
+
:: &rarr; The user must manually check the device configuration and if needed adjust its configuration of the telephone number, SIP credentials and VoIP Switch domain for registration
−
:: &rarr; The user must re-configure the device via AdminCenter
+
 
 +
 
 +
For a automatically via AdminCenter configured device check that:
 +
:* the selected device type in the AdminCenter is identical to the physical one.
 +
Actions:<br>
 +
:: &rarr; If not the same type then the user must re-configure the device via AdminCenter
 +
 
 +
For a automatically via AdminCenter configured device check that:
 +
:* the user device has [[{{NAMESPACE}}:admincenter_subsc_phones#PageDiversionEntity | downloaded its configuration. ]]
 +
Actions:<br>
 +
:: &rarr; If the configuration is not downloaded then it must be checked if the device:
 +
:::* has got an IP address in the local IP network
 +
:::* has access to the Internet
 +
:::* has access to the configuration download of the Telephony Provider.<br>
 +
:::: By default this is the IP address of the VoIP Switch domain and uses the protocol HTTPS on TCP port 443. Check with the Telephone provider or via ConfigCenter > Menu "System" > "Zone Profiles"
 +
:: &rarr; The user must check if the Firewall, SBC or Access Router doesn't block HTTPS traffic to and from the configuration download of the Telephony Provider
 
:
 
:
 
}}
 
}}
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−
 
+
{{Support_3x3
 +
|width1=725 | width2=75 | width3=75 <!--max 875-->
 +
| e1=
 
Is the device correctly connected to the IP network?
 
Is the device correctly connected to the IP network?
 
:* Are there LED flashing or glow next to the network plug on the device or at the peer device (access router, IP switch)?
 
:* Are there LED flashing or glow next to the network plug on the device or at the peer device (access router, IP switch)?
Line 395: Line 450:
 
:: &rarr; replace the patch cable
 
:: &rarr; replace the patch cable
 
:: &rarr; plug in the patch cable at a different port at the peer device (access router, IP switch)
 
:: &rarr; plug in the patch cable at a different port at the peer device (access router, IP switch)
−
 
+
:
 +
}}
  
  
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# Open the identified CDR and get the trace of the call, click the {{Dialog_Button | Trace }}
 
# Open the identified CDR and get the trace of the call, click the {{Dialog_Button | Trace }}
 
# Check if the called number in the "TO-Header" in all INVITE messages is correct:
 
# Check if the called number in the "TO-Header" in all INVITE messages is correct:
−
#* Is the called number correct?  
+
#* Is the called number correct?
 
#*: Often the users don't dial all digits or wrong digits or the configured number on a direct call key is incorrect.
 
#*: Often the users don't dial all digits or wrong digits or the configured number on a direct call key is incorrect.
 
#* If the number is dialed correctly then it can be that the destination is not reachable.
 
#* If the number is dialed correctly then it can be that the destination is not reachable.
Line 516: Line 572:
 
#** Open the "Trace" of the connection and check if the connection was released due to not answered INFO messages that were sent from the VoIP Switch toward the peers. If activated the INFO's are sent usually every 120sec.
 
#** Open the "Trace" of the connection and check if the connection was released due to not answered INFO messages that were sent from the VoIP Switch toward the peers. If activated the INFO's are sent usually every 120sec.
 
Actions:<br>
 
Actions:<br>
−
:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the  
+
:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the
  
  
Line 523: Line 579:
  
 
#* Variant 3: Missing RTP packets between the peers:
 
#* Variant 3: Missing RTP packets between the peers:
−
#**  
+
#**
  
  
Line 532: Line 588:
 
Actions:<br>
 
Actions:<br>
 
:: &rarr; Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).
 
:: &rarr; Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).
−
:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the  
+
:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the
 +
 
  
−
 
 
:
 
:
 
}}
 
}}

Revision as of 15:25, 19 September 2017


Note The features and/or parameters listed in this article may not be available from your telephone service provider.



Home Support

 

 

Download PDF

 



Introduction

The supporter finds here instructions how to handle a user's level 2 telephony problems:

  • Best Practice for Handling an User Problem
  • Record the Customer's Data and Problem Description
  • Analyzing the Customer Problem
  • Solving the Customer Problem




→ Top

Introduction Support Level 2

The level 2 support is the first instance where the user's telephony problems are handled that a user cannot solve himself. Additionally the level 2 supporter must be able to detect if the user problem is a "single" problem or if there is a large scale problem, that produces the same problem for multiple customers, e.g. data transfer problems in the Internet so that no VoIP call signaling is possible.


The level 2 supporter must be aware of the complexity of a VoIP system and the multitude of telephony solutions on the user side. Further he needs an understanding of:

  • IP networking
  • VoIP protocols SIP for signaling, SDP and RTP for speech transmission.


Overview of a VoIP system and the multitude of user telephony solutions:

Overview of a VoIP system and the multitude of user telephony solutions



The level 2 supporter faces problems with the following layers:

  1. Equipment
  2. IP data transfer
  3. Telephony service

And each of this layer can be located into the following raw areas:

  1. Customer/User site
  2. Internet Service Provider ISP
  3. Telephony Provider

This layer and dividing into areas produces a "3x3 Support Matrix":

3x3 Support Matrix with notes



Within this "3x3 Support Matrix" the supporter can:

  • advice the customer what to do when the problem is located in the nodes 1-T, 1-D and 1-E
  • check the customer configurations on the VoIP Switch, node 3-T, and, if he has operator rights, adjust configurations.

For the other cases the level 2 supporter must be able to identify if:

  • the user must contact his ISP, due to possible Internet access problems
  • the VoIP System administrator must be involved, due to possible telephony service problems
Hint:
These cases indicate mostly large scale problems within the VoIP system!




→ Top

Best Practice for Handling an User Problem

Best Practice
  1. Record the customer's data and problem description:
    • Get the customer data
    • Get the problem description from the customer
    nav Show me how ...
     
  2. Cross check the user input against the VoIP switch configuration and logs.
    Via ConfigCenter check the users account configuration:
    • Telephone number registration
    • TopStop
    • RuleSet
    • Consult the "Call Data" for the last connection attempts and connections longer than 2min
    nav Show me how ...
     
  3. Evaluate the user's VoIP setup:
    • For questioning and analyzing the user's problem it is necessary that the supporter is aware of the VoIP setup of the user.
    nav Show me how ...
     
  4. Check the big picture:
    • If you are sure that the problem is "single" one continue with the next step "Solve the customer problem"
    • If you suspect that the customer is not the only one with this problem within a short time range, e.g. 30min, then contact the VoIP switch administrator/operator if there is known issue in the VoIP system that causes this type of problem.
    nav Show me how ...
     
  5. Solve the customer's problem:
    • You have now enough basic information for solving the customer's problem
    nav Show me how ...
     
  6. If you are not able to solve this problem then contact the provider support. Have ready all collected information and what you have done and found out until now.



The supporter shall record the user information and the results of his own research:

Identifying the User Problem


This information is most welcome if he needs the support of the provider and has to inform him about the case.




→ Top

Step 1: Record the Customer's Data and Problem Description


→ Top

Get the Customer's Data

From the customer get:

  • Name of the caller
  • Telephone number of the caller
  • if applicable the company name




→ Top

Note the Customer's Problem Description

From the customer get:

  • Date and time of the issue
  • The involved telephone numbers
  • The problem description

If the customer doesn't know then identify via the ConfigCenter the telephone number and its associated account.




→ Top

Step 2: Cross Check the User Inputs

With this cross check the supporter can validate the user information, gets an impression of the state of the account and will probably find the reason for the user problem...


Via ConfigCenter check the users status and account configuration on the VoIP Switch:

  1. Check "Validity":
    Check if the user account and its addresses are existing and "valid".
  2. Check the telephone number registration status.
    If there is no registration you can proceed directly with nav The user device is not registered ...
  3. Check "TopStop":
    Check if a TopStop in the account or address prevents the user from doing outgoing calls.
  4. Check "RuleSet":
    Check if a RuleSet in the account or address prevents the user from doing outgoing or receiving calls.
  5. Check "Call Forwards" or "Call Rejecting":
    Check if a "Call Forwards" or "Call Rejecting" in the account prevents the user from doing outgoing or receiving calls.
  6. Check "Call Data":
    Consult the "Call Data" for the last connection attempts and connections longer than 2min of the user.




→ Top

Step 3: Evaluate the User's VoIP Setup

For questioning and analyzing the user's problem it is necessary that the supporter is aware of the VoIP setup of the user.

The experienced supporter knows of the user's VoIP setup after the cross check . If not here the supporter finds the most implemented VoIP setup's.



→ Top

VoIP Setup: Residential

Characteristics:

  • Private household
  • Single or few telephone number
  • Each telephone number registers individually


Most common problems:

  • Account or telephone number blocked on the VoIP switch
  • Telephone number not correctly ported to the telephony provider
  • Telephone not correctly configured
  • Telephone, cables defect
  • Internet access fails


Overview VoIP Setup:

Overview VoIP Setup "Residential"





→ Top

VoIP Setup: Legacy ISDN PBX

Characteristics:

  • Company PBX
  • The ISDN PBX is connected via BRI or PRI to an ISDN-SIP Gateway
  • One or more telephone number ranges
  • The telephone numbers are registered via a main number
  • The telephone number of incoming calls are signaled with only a few digits


Most common problems:

  • Account or telephone numbers blocked on the VoIP switch
  • Telephone number ranges not correctly ported to the telephony provider
  • Wrong incoming telephone number signaling
  • Internet access fails
  • The company Firewall VoIP ALG interferes with the SIP signaling or needed IP ports are blocked.
  • QoS problems for speech, Fax, DECT


Overview VoIP Setup:

Overview VoIP Setup "Legacy ISDN PBX"





→ Top

VoIP Setup: IP PBX

Characteristics:

  • Company PBX
  • The IP PBX is connected directly or via SBC to the VoIP Switch
  • One or more telephone number ranges
  • The telephone numbers are registered via a main number


Most common problems:

  • Account or telephone numbers blocked on the VoIP switch
  • Telephone number ranges not correctly ported to the telephony provider
  • The company Firewall and/or SBC VoIP ALG interferes with the SIP signaling or needed IP ports are blocked.
  • Internet access fails
  • QoS problems for speech


Overview VoIP Setup:

Overview VoIP Setup "IP PBX"





→ Top

VoIP Setup: vPBX

Characteristics:

  • Company PBX
  • The IP Phones are connected directly to the VoIP Switch
  • One or more telephone number ranges


Most common problems:

  • Public account and/or public telephone numbers blocked on the VoIP switch
  • Public telephone number ranges not correctly ported to the telephony provider
  • Private account and/or private telephone numbers blocked on the VoIP switch
  • Provisioning of the SIP devices out of the AdminCenter
  • The company or home office Firewalls and/or SBCs VoIP policies or ALG interferes with the SIP signaling or needed IP ports are blocked.
  • Company/home office Internet access fails
  • QoS problems for speech, FAX, DECT


Overview VoIP Setup:

Overview VoIP Setup "vPBX"





→ Top

Step 4: Check the Big Picture

At this point the supporter should get aware if the problem is limited to this user or if it could be large scale problem within the VoIP System.

If the supporter suspects a large scale problem, due to a great amount of the same ore similar user complains then he should contact the telephony provider support or emergency organization.


If the supporter has enough privileges he can check:

  1. The VoIP Switch component status
    This will show if the VoIP Switch itself hat a problem.
  2. The VoIP System monitor
    Here you can check if:
    • The registrations dropped in a large scale
    • The calls dropped in a large scale
    • The IP connectivity somewhere in the VoIP system failled

At any rate the supporter must inform the VoIP system administrator!




→ Top

Step 5: Solve the Customer Problem


→ Top

Solve "Device / Network / Configuration / Registration" Problems

This problem type covers the following erroneous conditions:

  • The device doesn't start
  • The device doesn't integrate into the IP network
  • The device is not correctly configured
  • The device doesn't register at the VoIP Switch



1 Check: Review the account and telephone number configuration

Customer Internet
ISP 		Telephony
Provider
Telephony Check via ConfigCenter:
  • Does the user account exist and is it "valid"?
  • Does the telephone number exist and is it "valid"?

Actions:

→ Check why the account, telephone number doesn't exist or is disabled
→ activate them if allowed.
Data Transfer
Equipment




2 Check: Where REGISTER messages received from the device on the VoIP Switch?

Customer Internet
ISP 		Telephony
Provider
Telephony In the "Support Log" search for the device registration in the present and past time.
  1. Set the "Support Log" filters
    • Insert at "Text" the account name
    • Insert at "From" - "Until" a reasonable time span where registrations could be expected
    • Select the category: "Registration"
  2. Start the search and find out according the results what is going wrong.
  3. If needed repeat the search with the telephone number in the "Text" or other time spans
Data Transfer
Equipment



Failed registrations due to disabled account or address:

 

2017-09-15-07:56:49.553 Registration failed, disabled account aan1-00093 tried to register number 0449980010


Actions:

  • Check why the account is disabled and activate if allowed.


Failed registrations due to wrong SIP credentials:

 

2017-09-15-08:05:38.117 Registration failed, invalid credentials for account acc-01
2017-09-15-08:05:39.112 Registration failed, unknown username 'myusername' tried to register '0123456789'
2017-09-15-08:05:38.377 Registration failed, unknown number '0987654321' tried to register for account acc-01


Actions:

  • The user must manually adjust the SIP credentials on the device
  • The user must re-configure the device via AdminCenter


The device didn't refresh its registration:

 

2017-09-15-07:59:00.862 RegID989961 ended for 0987654321 ip=111.111.111.111:65398 ua=my-device v1.0


Actions:

  • Order the user to check if the device is really on-line!
  • Order the user to check if the device is defect? powered on? patch? IP address? → see below


For information a successful registration:

 

2017-09-15-07:59:30.383 RegID989965 started for 0987654321 ip=111.111.111.111:65398 ua=my-device v1.0



Hint:
The supporter might try to find REGISTER messages from the device in the "Trace" . This gives the certainty that the message was received by the VoIP switch. The supporter can filter for the telephone number. If the IP address is needed then the customer must be able to tell or evaluate it, e.g.:

https://www.whatismyip.com/



3 Check: Is the device correctly configured for registration?

Customer Internet
ISP 		Telephony
Provider
Telephony For a manually configured device, check that the device has the correct configuration for:
  • Telephone number
  • SIP credentials
  • VoIP Switch domain configuration

Actions:

→ The user must manually check the device configuration and if needed adjust its configuration of the telephone number, SIP credentials and VoIP Switch domain for registration


For a automatically via AdminCenter configured device check that:

  • the selected device type in the AdminCenter is identical to the physical one.

Actions:

→ If not the same type then the user must re-configure the device via AdminCenter

For a automatically via AdminCenter configured device check that:

Actions:

→ If the configuration is not downloaded then it must be checked if the device:
  • has got an IP address in the local IP network
  • has access to the Internet
  • has access to the configuration download of the Telephony Provider.
By default this is the IP address of the VoIP Switch domain and uses the protocol HTTPS on TCP port 443. Check with the Telephone provider or via ConfigCenter > Menu "System" > "Zone Profiles"
→ The user must check if the Firewall, SBC or Access Router doesn't block HTTPS traffic to and from the configuration download of the Telephony Provider
Data Transfer
Equipment




4 Check: Is the device powered on, not defect and connected to the IP network?

Customer Internet
ISP 		Telephony
Provider
Telephony
Data Transfer
Equipment Check if the device correctly powered and shows basic activity?
  • Is the power cable correctly plugged in?
  • Is the power cable
  • Does the device show power on indication, e.g. display on, LED on?

Actions:

→ replace the power cable
→ replace defect device if the powering is ok but no working indication is displayed



Warning

Defect power cables must be replaced!
Faulty power cables can be life-threatening!



Customer Internet
ISP 		Telephony
Provider
Telephony
Data Transfer
Equipment Is the device correctly connected to the IP network?
  • Are there LED flashing or glow next to the network plug on the device or at the peer device (access router, IP switch)?
  • The user must check the patch cable and if it is correctly plugged in

Actions:

→ replace the patch cable
→ plug in the patch cable at a different port at the peer device (access router, IP switch)




5 Check: Has the device an IP address and can access the Internet?

Customer Internet
ISP 		Telephony
Provider
Telephony
Data Transfer Has the device got an IP address?
  • Check on the device if it has received an IP address, e.g. via display or maintenance GUI.

Actions:

  • If no IP address was assigned the user must:
  • → Check if the device is really connected to the IP network
  • → if the DHCP service in the IP network is running
    If the user cannot check the DHCP service he must contact the company IT responsible or the responsible of maintaining the access router.
Equipment



Hint:
In the wake of this problem type a firmware upgrade of the device has to be considered too.




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Solve Problem: Telephone Connections

This problem type covers the following erroneous conditions:

  • Incoming or outgoing calls are not working
  • Wrong called number
  • Call supervision
  • User device not registered
  • User device not correct configured
  • SIP signaling in general


1 Check: Review the account and telephone number configuration / registration

Customer Internet
ISP 		Telephony
Provider
Telephony Do this check for the A and/or B telephone number if they are on-net numbers of the VoIP SWitch.

Check via ConfigCenter:

  • Does the telephone number exist?
  • Is the telephone number valid?
  • Is the user account valid?
  • Is the telephone number correctly registered

Actions:

→ Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
→ Check why the device is not registered at the VoIP Switch
Data Transfer
Equipment



Hint:

  • If the device is not registered outgoing calls might be working but NO incoming call will work.



2 Check: Was the called number correctly transmitted to the peer?

Customer Internet
ISP 		Telephony
Provider
Telephony Check via ConfigCenter:
  1. In the "Call Data" search for the erroneous call:
    • Set the "Call Data" filters:
    • Insert at "Time" a reasonable time span where the erroneous call is to be expected.
    • Set "Duration" to 00:00:00
    • Insert at "Called Number" the called number
  2. Start the search and identify the CDR of the erroneous call in the list
    If no CDR was found search for the "Calling Number"!
  3. Open the identified CDR and get the trace of the call, click the Button [ Trace ]
  4. Check if the called number in the "TO-Header" in all INVITE messages is correct:
    • Is the called number correct?
      Often the users don't dial all digits or wrong digits or the configured number on a direct call key is incorrect.
    • If the number is dialed correctly then it can be that the destination is not reachable.
    • Outgoing calls from a vPBX can miss the public prefix
  5. Check the peers call cancel reason:

Actions:

→ Inform the user to dial the correct number.
→ Try to reach the called number via an alternative telephone network, e.g. from a mobile telephone.
→ Check with the support of the telephony provider why the called number is not reachable.
Data Transfer
Equipment




3 Check: What is the reason of an interrupted connection?

Customer Internet
ISP 		Telephony
Provider
Telephony Search in the "Call Data" for the erroneous call:
    • Set the "Call Data" filters:
    • Insert at "Time" a reasonable time span where the erroneous call is to be expected.
    • Set "Duration" to 00:00:00
    • Insert at "Called Number" the called number
  2. Start the search and identify the CDR of the erroneous call in the list
    If no CDR was found search for the "Calling Number"!


Open the identified CDR and check for the interruption reason:

Actions:

→ Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).


Check if a call was released due to call supervision:

  • Variant 1: Session Timer was not refreshed:
    • Open the "Trace" of the connection and check if the connection was released due to missing RE-INVITE from the peers when the Session Timer run out.
    • Variant 2: SIP INFO were not answered by the peer:
      • Open the "Trace" of the connection and check if the connection was released due to not answered INFO messages that were sent from the VoIP Switch toward the peers. If activated the INFO's are sent usually every 120sec.

Actions:

→ Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the



    • Variant 3: Missing RTP packets between the peers:




Actions:

→ Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).
→ Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the
Data Transfer
Equipment


















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Solve Problem: Disturbed Speech Transmission

Instruction how to solve disturbed speech transmission, e.g.:

  • Short interruptions during the connection
  • No transmission in one direction from the beginning of the connection
  • No transmission in both directions from the beginning of the connection




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Solve Problem: Disturbed FAX Transmission

Instruction how to solve interrupted FAX transmission, e.g.:

  • Fax transmission doesn't start
  • Not all pages are transmitted




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Solve Problem: DECT Multi-Cell Handsets are not Working

Instruction how to solve problems with DECT Multi-Cell handsets, e.g.:

  • Hand over from cell to cell not working
  • Bad speech quality



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© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: May 2017

Retrieved from "http://help.aarenet.com/mediawiki/index.php?title=Support_user_level2&oldid=1252"