The first thing you must troubleshoot is if the issue is related to the phone number you have with us or the destination number you forward your incoming calls. To do so, follow these steps:
Step 1: Check if the destination number format in your package is correct.
In each package it is possible to set the destination number to which your incoming calls will be forwarded to.
Make sure the number format is correct and take into consideration that only geographical, national and mobile numbers are allowed. The format of the number should be [country code][area code][subscriber number], all attached and no ‘0’ or ‘+’ in front of the country code. Example of a Dutch, Amsterdam number: ‘31204722288’.
It is also possible to set a SIP destination. The following format is supported: “sip:email@example.com:5060”.
Step 2: Verify whether your system accepts calls via IP.
Verify the whitelist of all of the following IP addresses on your firewalls for SIP signaling and RTP media traffic:
/27 = 255.255.255.224
/28 = 255.255.255.240
And teh supported codecs must be:
- G.711 aLaw
- G.711 uLaw 20 ms
Step 3: If the above 2 steps are correct, the issue may be related to our phone number.
Please email our support team the following information:
* Company name
* Phone number affected
* Description of the issue - if related to audio quality, who experiences the issue? Caller, receiver or both?
* 3 calls samples not older than 24 hours containing: Caller number, Called number, Destination number, Date and time of the calls
With this information we will do our very best help you as quickly as possible
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