Altigen VoIP Technical Support

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VoIP Technical Support

Facts and Myths "BUSTED"

VoIP Training

          Troubleshooting VoIP problems can be sometimes a confusing task. Like every hardware product out there, there are many scenarios involved with every problem that can occur. They include networking issues, phone equipment and connection problems, ATA configurations, dialling plans, and problems occurring on the Internet. Wireless routers and bridges, NAT translation issues, firewalls, T1's, DSL and cable modems, and ISP connections can all add to the headache.

For this reason, we've got in house trainers and tech support skilled at identifying the problem first, and from there take logical steps to limit the possibilities causing the problem to come back. Our troubleshooting gurus are here to help make things better!

As a quality VoIP service provider, we work with you in person or remotely by telephone and/or TeamViewer to solve your issues quickly and efficiently. Below we will go over a few of the key reasons we have found someone might need tech support.

THERE ARE FOUR MAIN AREAS OF ISSUES

Networking and LAN Issues

WAN Connectivity & the Internet

Faxing Issues & other devices

Phone & Voice Quality

NETWORKING & LAN ISSUES Networking and LAN (local area network) issues are best described as problems in one of the following areas: Although these issues can happen, they are most likely to develop after a device has been added to an already existing network. If you are just installing your VoIP service for the first time, then topics under the Installation Issues would be best to search first.

Connectivity between one or more PC's and the Internet.

Unable to make two way calls successfully from or to the phone     connected directly to the IAD, even though there is dial tone.

The router has an unusual light display.

Sporadic loss or slowing of Internet connectivity, including calls going to     dead silence or one-way audio.

        ● Although these issues can happen, they are most likely to develop           after a device has been added to an already existing network. If           you are just installing your VoIP service for the first time, then           topics under the Installation Issues would be best to search first.

WAN CONNECTIVITY & THE INTERNET Internet issues can be caused by poor signal levels, faulty hardware or poor bandwidth. ISP connections and routing can both play significant roles in the quality of VoIP.

Numerous power cycling to correct loss of Internet connectivity.

Choppy voice, including dead spots in the conversation.

Noticeably delay in voice, bad echo and distorted communication.

Frequent issues with speed during certain periods of the day or evening.

Calls getting fast busy, number not found, and other unusual results.

        ● Correcting these types of problems can result in not only better,           clearer communications, but can solve hosts of other related

          issues.

FAXING ISSUES & OTHER DEVICES These issues are the easiest to identify. With faxing you usually get communication errors and other devices just may not work.

Faxing errors, specifically communication errors.

Alarm system integration.

Dial up modems and devices that use them.

        ● Unfortunately, some issues can be almost impossible to correct,           just because of the types of technology interconnecting with each           other.

PHONE & VOICE QUALITY Phone and voice quality can include a range of issues and can be caused by hardware, Internet connections, interference, bandwidth, LAN connections and codecs. The symptoms will show as:

Echo

Bad audio, including buzzing, screeching and delayed speech.

Noticeably delay in voice, bad echo and distorted communication.

Choppy voice, numerous dead spots in the incoming or outgoing voice.

Long delays in voice transmission.

        ● These issues can be both consistent and sporadic. Some can be           identified and corrected relatively quickly, while the more

          infrequent ones can be challenging.

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