List of inbound/outbound call related issues and self service solutions.


Category
Issue
Description
Client-Friendly Solution
Connection
Network Latency
Delays caused by slow or unstable internet.
Ensure your device is connected to a stable, high-speed network. If on Wi-Fi, move closer to the router or switch to a wired connection if possible.
Connection
NAT Traversal Failures
Calls fail due to network firewall or router settings.
Restart your router, and check that no strict firewall rules are blocking the connection. If issues persist, contact your internet provider for assistance.
Audio Quality
One-Way Audio
You can hear the other person, but they can’t hear you (or vice versa).
Check your microphone and speaker permissions for the app. Make sure both are unmuted and functioning. Restart the app or browser and try the call again.
Audio Quality
Echo Issues
You hear an echo during calls.
Lower your speaker volume to reduce feedback. Use a headset or earbuds to eliminate echo.
Audio Quality
Jitter
Call quality is choppy or distorted.
Close any apps or downloads using your internet. Ensure your network connection is stable and avoid public Wi-Fi for important calls.
Call Setup
Call Drops
The call disconnects unexpectedly.
Ensure you have a strong internet connection. If you’re on mobile, check for signal strength. Restart the app and reinitiate the call.
Call Setup
SIP 487 - Request Terminated
Call canceled before setup completes.
Double-check that the number dialed is correct. If issues persist, wait a moment and try again.
Call Setup
Failed Call Transfers
You can’t hold or transfer a call.
Ensure you have permission for hold/transfer in your app settings. If the issue continues, contact support for troubleshooting steps specific to your account.
Call Setup
PSTN Gateway Failures
Calls to external numbers (non-internet) fail.
Confirm the number is correct and includes the country/area code. If the issue continues, try again later or report the issue to support.
Call Setup
DTMF Detection Failures
The system does not detect input when you press keys (e.g., entering a PIN).
Ensure you press the keys firmly and clearly. If using a speakerphone, switch to a headset to reduce noise interference.
Audio Quality
Codec Mismatch
Poor audio quality or failure to connect due to unsupported audio settings.
Make sure your app or browser is up-to-date. Restart the call and, if issues persist, report the issue to support for adjustment.
Security
Call Spoofing
Caller ID shows an unrecognized or suspicious number.
Do not answer calls from unknown numbers. Investigate internally within your team and report suspicious calls to support.
Security
Unauthorized Access
Calls are made or received without your knowledge.
Secure your account with a strong password. Log out of devices you don’t use, and contact support immediately if you suspect unauthorized access.
Billing
Incorrect Call Billing
The call duration or charge doesn’t seem right.
Check your account’s call log or history. If there’s a discrepancy, contact billing support with the specific call details.
Call Setup
Call Status Miscommunication
The app shows the wrong call status (e.g., ringing when disconnected).
Refresh the app or browser and try the call again. If it persists, reach out to support with details about the error message.
Device
Hardware Incompatibility
Microphone or speakers aren’t working properly.
Check your device’s audio settings. Test your microphone/speakers with another app. If needed, restart your device and try again.
Call Setup
Congestion During High Traffic
Calls fail during busy times.
Wait a few minutes and retry. Peak traffic may temporarily affect call capacity. If urgent, contact support for further options.
Call History
Failing to load Call logs
Call logs not displayed after logging in on the platform.
Refresh the app. Ensure your device’s time zone is correct. If it persists, report it to support for synchronization assistance.