Password Requirements
SIP password: Must be at least 8 characters long and a maximum of 15 characters long. Must contain at least 1 upper case characters Must contain at least 1 lower case characters Must contain at least 1 digits [0-9] Can't have more than 3 consecutive digits Can contain special characters [!@^#$%*_-+=? ] (Recomme…
Rogue echo during call
Problem: The customer hears echo during calls. Solution: In a voice call, an echo occurs when you hear your own voice repeated. There are 2 ways echo can occur: 1. Electronically through poor cabling or latency. Review/replace cabling or address the latency issues. 2. Acoustic feedback through sound waves betwee…
What main factors can affect call quality?
Problem: Calls sound choppy and cut in & out. Solution: Choppy calls are usually caused by high latency, Jitter or packet loss in the ISP
What information do in need to provide when calling or creating a ticket to report an issue?
Company Name: Contact Name: Contact number: Account number (Main uControl username 2000####): ThinkTel Circuit ID having issues: Description of issue / When did the problem start? Examples, ping tests, traceroutes, etc.: Any other information related to your issue:
Computer applications that can affect voice quality
Certain network applications on your LAN can create poor VoIP call quality by saturating your local network's router/firewall device. Bandwidth saturation rarely is the cause of this. High local packet per second load, or PPS load, will often push conventional consumer router/firewalls to their limit and not process …
No dial tone
Problem: I do not hear any dial tone Solution: Follow steps: * Ensure power is up & network cables are correctly plugged in. * Verify internet connectivity. * Attempt a re-boot of your phone adapter (Polycoms unplug & plug back in).
Double Ringing effect
Occasionally an outgoing call produces a double ringing effect. It will sound like the ring is pulsating or overlapped with another background ring. This is an SS7 issue. We send out the equivalent of an Invite, the other side responds back with 'yes, found it, ringing it'. Then it comes back with an in-band calling…
VoIP Calls, Bandwidth Calculator
Please use the attached excel to confirm the required bandwidth for the maximum number of calls that you will have on your network.
Cannot receive calls
Problem: The customer is unable to receive inbound calls. Solution: This is related to the IP Handset (IP Centrex), or the Gateway Device (IBL, PRI) ability to register to Thinktels network. There are a few possibilities: 1. Power Outages 2. Loss of Internet Connectivity 3. Router / Firewall security options a…
Dropped calls when using a Sonicwall 2040
If you are experiencing dropped calls, this is probably the result of SIP ALG (application layer gateway) functionality being active. Basically, the firewall is mangling SIP packets, of which our switch rejects. Often by cancelling the phone call. To fix this, disable the "Enable SIP Transformations" option in th…
