Version 6 (Adrian Georgescu, 07/13/2011 09:00 am) → Version 7/24 (Adrian Georgescu, 07/13/2011 09:02 am)

= Common Problems =

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This page lists frequently encountered problems and how to report or solve them.

== Device Configuration ==

There are thousands of SIP devices on the market, for how to configure them we advise you to consult the support forum of the device manufacturer. Do not open a ticket related to how a particular device is configured.

== Registration Failures ==

You must check the log of your particular SIP device for the packets is sending in and received back form the network to troubleshoot this.

== PSTN Caller Id ==

You may request the assignment of a caller id for your outbound PSTN sessions by opening a ticket in the support system. You must already be the owner of that particular number. The number may not always be presented, this depends on the behavior of the downstream PSTN gateways.

Session Failures ==

You may retrieve or check the log of session from the servers.

To report a problem about failed sessions, you must identify it and provide it together with your support request. To identity the session you must use the CDRTool application that provides web access to the call detail records, SIP and RTP traces of your sessions.

Login using your SIP account credentials to [ CDRTool application] and isolate the session in question. Click on the Id field of the call detail record. The CDR expands and it reveals the Session id. By clicking on the Session Id link you can access the full SIP protocol trace. You may share this trace by setting it to be Public, this control is presented on top of the SIP trace page.

== PSTN Quality ==

If you experience poor quality to PSTN destinations, we can report the problem to our upstream gateway providers. There is no guarantee that a PSTN termination problem will or can be solved but it helps us improve the service quality if we know when and what fails.

== Incorrect Rating ==

If you consider that you have been charged incorrectly for a PSTN outbound call you can request a refund. Please provide the session id when you open a ticket. You can locate the cost for each session and a link to the session details in the Credit tab of your [ SIP account settings].

== Payments ==

For the payments you make with your credit card the following rules apply:

* We will refund your payments in the first 30 days without any question if you have not used the credit. If you have used partially your credit we wil refund the remaining balance and charge a 5 USD administration fee
* We can guarantee the deposits you make for a period of 90 days from the date of purchase