We always advise that you consult your Suppliers Technical Support Team before trying to carry out any changes yourself as each Solution can be different.
Below are some of our most Frequently Asked Questions that may help you quickly understand and resolve any simple problems yourself.
If you can’t find what you are looking for contact us and one of our technical staff will be happy to help you.
No Incoming & Outgoing Calls
Is the Internet Connection providing you with SIP/VoIP/Hosted Service, activated and live?
A power cycle (turn off, turn on) of all equipment can resolve many problems.
Have there been any known changes to your network environment?
Have your IT support liaise with your service provider to ensure correct settings are still in place.
Contact your Service Provider for further assistance.
No Incoming Calls
Is there a Divert in place that needs removing?
Check System /Cloud Portal Settings or Contact your Service Provider.
Have you recently changed Provider and Ported Numbers across to a New SIP/VoIP Provider?
Contact your New Service Provider.
Ensure Telephone System is correctly configured for New SIP Trunks.
No Outgoing Calls
Is there an Automatic Fraud Bar in place?
You may have exceeded a pre-determined limit in call spend or calls made outside of working hours have triggered an automatic bar. Contact your Service Provider.
Poor Voice Quality
If you are using any sort of Cloud Based Telephony Solution there is always a risk of experiencing poor call quality if it hasn’t been provisioned or setup correctly or if you are sharing a connection for Voice & Data without the correct priorities in place.
Fortunately the causes of poor voice quality are easy to diagnose and correct through a matter of elimination. Your Service Provider should be able to identify and work with you to correct these problems. Most importantly, these problems should not be ongoing if your Service Provider is unable to correct your call quality contact us and we will advise you.
The Problem: Latency
Voice delay or latency is characterized as the amount of time it takes for speech to exit the speaker’s mouth and reach the listener’s ear. Latency sounds like an echo.
This can happen all the time to data service but usually goes unnoticed, but there is no escaping latency with a voice service.
The Solution: Prioritize
Prioritise Voice traffic over your network. Your IT Manager can assist with this as there are various options dependent on the route cause; Policy based network management, bandwidth reservation, Type of Service, Class of Service, and Multi-Protocol Label Switching (MPLS) are all widely used techniques for prioritising traffic. A good quality router can solve many of these issues and will result in a business quality Phone Service.
The Problem: Poor Internet Connection
Most Internet Service Providers (ISP) are designed for web surfing and not voice services. Transporting voice packets is different and requires an additional set of internet protocols that your ISP may not be providing.
The Solution: Review Internet Connection
A Leased Line Service with uncontended bandwidth is the best way to ensure a high quality internet connection. However this doesn’t suit everyone’s budgets so an Assured Broadband Connection or at the very least a Strong Dedicated Broadband Connection for your Voice Service will definitely help and is our Standard Recommendation. Contact Us to discuss the various connections available to you.
The Problem: Inadequate Router
You may have been supplied with or trying to utilise a router that is not compatible with Voice Services. Although Router may all look the same and do the same job for an “End User” on a Technical Level they are all very different and have a different range of settings.
Your Supplier should always Provide or Recommend a Router that is suitable for your Cloud Based Voice Service.
The Solution: Install a Recommended Router
This is one of the most common causes of call quality issues. Many small businesses use their internet connection for both voice and data. This is perfectly fine as long as your router has the ability to prioritize traffic.
The Problem: Internal Network Improperly Configured
Cloud Hosted Voice Services, in whichever variety, are less than 10-years old. Many Small Businesses also rely on External IT Providers so if you haven’t been correctly advised by your Voice Provider and the correct Network Configurations are not in place you can expect to have call quality issues.
The Solution: Network Configuration
This is one of the easiest and least expensive problems to correct. Midland Telecom will always supply a Configuration Document in advance of install to be passed to the IT Manager. As each Solution is different you will need to speak with your provider for the correct configuration settings.