Common problems with IP telephony

What is VoIP ?

Voice over Internet Protocol, also called IP telephony. It's the telephony managed over internet and has different standards and protocols for it to work. This type of telephony can be used in many different devises and/ or platforms such as:

• Softphones

Image 1.0 Bria Stretto

• Hardphones

Image 1.1 Grandstream IP Phone

Common problems with VoIP

Since its a type of telephony managed through internet, there are different types of problems that may affect the call flow or the VoIP service.

Next there will be a list of the most common incidents: 

Internet connection

The most common problem, since its the medium in which the VoIP packages are transported, if you don't have a stable internet connection our telephony might be affected due to the protocols managed in real time and if a package does not reach its destination correctly the call will be cut off partially or totally. 

Figura 1.3  VoIP Package

To avoid this problem, its recommended tu use dedicated links for this service and thus having a better service quality.

Problems completing the call

This incident can be caused by many factor that may be the following.

✓  Incorrect dialing: As per official provision the official dialing is 10 digits for all kind of phone    service within Mexico. If the dialing is not respected the call will not be able to reach its              destination.

✓  Blocked destination: VoIP can complete the call to any part of the world, however, there are destinations that may be blocked for security reasons. which is why its recommended contacting your carrier after validating you are dialing correctly for the country you are trying to reach:

12 dígitos

00 + NIR + City area code + Phone number.

✓  Incorrect destination: This problem might rise because the destination number does not exist or it's blocked by the IFT, if it's the second case it is recommended to contact your carrier and report this incident.

Problem detecting tone

This might happen sometimes with IVR (Interactive Voice Response) were a recording will guide you through the menu options by using the key tones while dialing on our VoIP phone devise.

This is known as DFMT (Dual Tone Multi-Frequency), which helps us by having each key with a different specific tone and it can be recognized by that standard  by your company's IVR.If you have this problem with your IVR, please contact your carrier to solve it as soon as possible.

 

Image 1.4 Managed frequencies used for the phone keys

No phone service

Another common problem with VoIP, since sometimes Softphones and Hardphones may not give out the call tones and that means you won't be able to make a call, it will be:

• Softphones: when the VoIP service is not available, SiP codes may show on screen, which are represented as numbers and  exemplify in detail the error when this happens report it with your service provider.
• Hardphones: On VoIP physical devices, when the service is not available a message of "Not registered" may show up and it can be caused by a problem with the physical connection, the network node or a problem in the configuration with the service provider. So it is recommended to first check the connections and then if it is not fixed call your service provider.