Incoming call issues

**steelnet** · 02-02-2011 11:15 AM

Up until yesterday, our VoIP customers have been working very well. Beginning yesterday and continuing on into today, our customers have been experiencing this issue. When a caller calls our customer, they are unable to hear the customer, but the VoIP customer can hear the caller. If the customer then calls the caller back, the call works fine. From what analysis, we can do on our end, we don't see any issues. Do you have any ideas as to what might be causing this issue? Is there anything going on with your systems that we don't have control over that could be causing this? Any help you could provide would be appreciated.

Also, do you have access to call stats for ping times, jitter, and latency. Is there a way for the reseller to get these stats. If not, we'd like to suggest this feature. It would be a great source for troubleshooting these types of issues. Thank you.

**genxweb** · 02-02-2011 11:35 AM

I am having a client with the same issues currently.

**VOIPoBrandon** · 02-02-2011 11:58 AM

Please submit a ticket so we can look into it. However -- with this said, please ensure that your customer has all of the appropriate router configurations - port forwarding, etc.

One example scenario is that a user may setup their device and immediately have success with incoming and outgoing calls, however fail to setup port forwarding.

When the success is a pure coincidence of the port negotiations at this point in time being allowed through your router, while these negotiations can and will change from call to call.

Thus effectively you will need to ensure that the traffic is making it to the end users device and vice versa.

**steelnet** · 02-02-2011 12:42 PM

What we have done is set up a proxy server and routed each of the adapters through it. This seems to have resolved the issue. However, this proxy server setting is overwritten by VoIPo provisioning if we continue to leave the config path set to your provisioning server. Is there a way for you to set up customized settings for provisioning to our customers so that it could still point back to you for provisioning? Or is there a way using the proxy server that we can set up our own provisioning but still have it linked to the changes made in the hardware section of the control panel? Thank you.