This post comes to you from our Technical Support Supervisor, Tom Cavey. Working on the frontlines for several years here at VoIP Innovations, he is well suited to discuss basic VoIP issues that may arise. One issue that Tom and his staff troubleshoot is the matter of DIDs that aren't generating traffic. He has nine suggestions for you to help get your DIDs working again. Take it away, Tom!
One of the basic VoIP issues we come across is that customers may open a ticket stating that one or more of their DIDs are not working. The possibility exists that this could be a VoIP Innovations' issue or an underlying carrier issue. Many times, however, we pass traffic to our customers, and their equipment returns a SIP error that they may be unaware of. Here are some things you can do to troubleshoot DIDs that are not generating traffic:
2. Check switch logs to see if traffic was received. The device may be generating an SIP error such as 404, 503, or 603.
3. Check to see if traffic is being blocked by a firewall.
4. Ensure that trunk settings are correct and verify that the equipment is configured to accept calls from our SIP signaling IP addresses.
5. Ensure that the necessary ports are open (port 5060 is most common for SIP traffic, but this may vary depending on the customer’s device or VoIP Innovations' BackOffice Endpoint settings).
6. Confirm that their SIP Contact header’s IP address is correct.
7. Check for SIP ALG setting on equipment, as this may need to be disabled. This setting could potentially cause call failures/audio issues. Some ISPs may also have this enabled at their level, so customers may want to check with their ISP to see if this setting can be disabled.
8. Ensure that SIP packets/responses are trimmed down and do not include unnecessary information. For example, disable any unused/unnecessary voice codecs or other SIP headers.
9. Check inbound routes and ensure that they are configured to match the way VoIP Innovations is sending the call.
But what if you've tried all of the above and are still having trouble? By all means, go ahead and open a ticket so we can get to the bottom of it for you and you can get back to business.
From time to time, our Technical Support Department will share tips like these on how to solve basic VoIP issues. Make sure to subscribe to our blog so you'll never miss a post!