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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 …
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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:
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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).
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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…
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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…
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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…
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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
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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.
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Inbound Caller ID is wrong on my Toll Free numbers
Toll-Free Numbers will most often need an inbound caller ID to terminate the call properly. Often cell carriers will pass the pilot number of their clients local rate centre instead of their actual number. This is the wrong inbound caller ID you are seeing on Toll-Free number. The wrong caller ID you're getting wo…
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SNOM phones cannot receive or make calls on a PPPOE internet connection
SNOM IP phones are known for sending very large packets (1500 bytes) that may be dropped by routers that are connected to PPPOE internet connections. PPPOE internet connections have a maximum packet payload of 1492 bytes, which may not be fragmented by the site router and simply dropped. A solution to this is to…
