Troubleshooting | VoIP Help Page

📄️ Call Drop When Transferred Via SNAPbuilder Speed Dial

Scope: The following are steps for troubleshooting calls that drop after being transferred to an on net or off net number using the SNAPbuilder speed dial

📄️ Common SIP Response Codes

100 Trying: Caller is attempting to make the call 180 Ringing: Call is progressing 183 Progressing: Call is progressing. Ringing is normally heard. 200 OK:

📄️ Find Your Public IP Address

Scope: This document will explain how to check your public IP address. Requirements: Internet Access Find Your Public IP Address 1. Open any browser 2. Go

🗃️ Firewalls

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📄️ How to take Packet Captures

Scope: Intended Audience: Channel Partners, White Label Partners, or Tier 1 Technicians & higher There are situations where having the ability to do packet

📄️ How To Find Calls In VoipMonitor

Scope Intended Audience : White Label Partners The following document will outline how to look for calls in VoIPMonitor Requirements VoIPmonitor Access Cal

📄️ Inbound Call Troubleshooting

Scope The following are steps for troubleshooting failed inbound calls. Intended Audience: White Label Partners & Tier 1 Technicians or higher Requirements

📄️ Investigate a One-way/Two-way Audio Issue

Scope Intended Audience: All Users This document is a guideline on how to investigate and determine the source of a one way audio or two way audio issue. T

📄️ Network Configuration Best Practices

Scope Intended Audience: All End Users In most cases, your phones should be fully functional in a plug and play environment. However, there are best practi

📄️ Numbers for Testing

Scope: From time to time you made need to test outbound calling and functionality to offnet numbers. Below is a list of numbers we use for testing. E 911 R

📄️ Obtain a Call Trace

Scope Intended Audience: White Label Partners, Channel Partners, & Tier 1 technicians or higher The following steps will allow you to obtain a call trace f

📄️ Outbound Call Troubleshooting

Scope: The following are tips for troubleshooting failed outbound calls. Requirements : Access to PBX call history Access to web GUI of phone Obtain Basic

📄️ Quick Response to a Compromised User/Device

Scope: The following steps will allow you to quickly response if a user/device is suspected to have been compromised. Requirements: Access to Manager Porta

📄️ Remove Stuck Active Call

Scope Intended Audience : Officer Managers and Above The following steps will show you how to remove a stuck call from your domain without the need of dire

📄️ Routers with Known Issues

Scope: This list should not be taken to be definitive, but only representative of known problems and the resolutions available, if any. Routers That Should

📄️ Running Syslog using Papertrailapp.com

Scope: This document will help you set up Syslog server on Grandstream, Polycom, or Yealink phone to Papertrail App. Requirements: Access to Manager Portal

📄️ Setting Unanswered calls to External Number's Voicemail

Scope Intended Audience: All End Users This article will explain how to set a user's answering rule if unanswered, to forward to the external number's voic

📄️ Signs of SIP ALG or Double NAT

Scope: The following steps will show you how to check a call trace if there is SIP ALG or Double NAT is occurring on the network. SIP ALG modifies SIP pack

📄️ SIP ALG: What is it and How to disable it

Scope : Intended Audience: All End Users This article will provide several steps for disabling SIP ALG on different firewalls. SIP ALG modifies SIP packets

📄️ SNAPmobile Web Dropping Assisted Transfer Calls

Scope: The following document will outline steps on how to return to a call in SNAPmobile Web after you've canceled an assisted transfer. These steps are n

📄️ SNAPMobile Web Rejects Login When Portal is Proxied via C...

Scope Intended Audience : White Label Partners, Tier 1 Technicians & Higher SNAPMobile Web will reject login credentials if the branded portal is proxied t

📄️ Temporarily Register Devices to a Different Core

Scope Intended Audience: White Label Partners There are times when a route to a specific core is resulting in poor call quality or other issues due to an i

📄️ Inbound CNAM Not Displayed/Displayed Incorrectly

Scope Intended Audience : Channel Partners, White Label Partners, Tier 1 Technicians, and Higher The following document will show you how to troubleshoot i

📄️ Troubleshooting Not Provisioned e911

Scope: This document serves as a guideline on what to look for when OMP shows that all previously provisioned e911 is unprovisioned Requirements: Access to

📄️ Troubleshooting Outbound Calls Marked as Spam

Scope : This article will explain why some of your outbound calls may be marked as SPAM when received by other carriers. Understanding Spam Call Marking Du

📄️ Troubleshooting Poor Call Quality

Scope Intended Audience: Channel Partners and higher This article outlines the steps to follow when troubleshooting poor call quality. Requirements Access

📄️ Troubleshoot Registration & Provisioning Issues

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians, and Higher The following article will provide you with steps to diagno

📄️ Troubleshooting Voicemail Will Not Play Audio

Scope The following are steps for troubleshooting a voicemail that can't be played after being received. Intended Audience: White Label Partners & Tier 1 T

📄️ Unable to Receive 2FA Codes to SMS Number

Scope Intended Audience: All End Users This article outlines the reasons why some brands do not send allow the sending of 2FA codes to VoIP numbers. If you

📄️ Understanding Sip Packets

Scope: The is document will give you a better understanding of some of the Sip Packets you can encounter in a Packet Capture. BLF and MWI Busy Lamp Field B

📄️ Use PingPlotter Cloud to Diagnose Network Issues

Scope Intended Audience : T1 Support technicians This document will show you how to install a PingPlotter Cloud agent on a client's network. These agents w

📄️ Use PingPlotter to Diagnose Network Issues

Scope: This document will show you how to run a ping towards our SIP servers and export the data. This application is used to see if there latency or packe

📄️ VoIP CODEC Types

🗃️ VoIPmonitor

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