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…
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).
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…
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…
I receive no caller ID name on my Wireless handset.
This is a direct issue with the Wireless provider's network and their policy on how they handle caller ID from remote networks. As explained by one of our upstream providers Rogers. This is not only affecting Rogers and Fido traffic but other carriers like Bell and Telus as well. Calls from analogue lines on the …
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…
A Toll-Free number is NIS from a Thinktel number.
This is most likely caused by the fact that when a Toll-Free number is ported away. The Toll-Free provider is not required to inform the losing carrier of the port away request. So what happens is that if you call the Toll-Free number from the PSTN, the off-net calls are routing properly via the Toll-Free provider…
Calls drop 30 seconds into call
This may occur if you are using an ATA or IP Phone peered directly to Thinktel's switch. What happens is our switch sends a SIP 'keep alive' every 30 seconds to make sure the call is still active. It does this by sending a SIP re-invite for the live call, in which we expect a 200 OK response, that we then ACK back.…
Call are Dropping but only sometimes
This may indicate that the phone is not reregistering on its set interval with the Thinktel switch (3600s). The switch will assume that the device is no longer present and will drop any calls that may be in progress. * Verify the latest firmware is being run on the phone/adapter. * If you are running your phone be…
Calls to Toll free numbers are not completing
When calling a Toll Free number from your VoIP line and it is not completing, but if you call the same Toll Free number from an off-net line it completes. The most likely issue is the caller ID you are sending in your invite. Most Toll-Free providers require that calls to them have a valid Caller ID, as they use …
