Solving Problems

Table of Contents

  1. Description
    1. Features
    2. Register
    3. Help Pages
    4. Support
  2. Solving Problems
    1. Session Failures
    2. Incorrect Rating
    3. Payments
  3. Device Configuration
    1. Credentials
    2. Outbound proxy
    3. XCAP root
    4. MSRP relay
    1. Nokia SIP Settings
      1. General
      2. Proxy Server
      3. Registrar Server
  5. SIP Account
    1. Aliases
    2. Diversions
    3. Voicemail
    4. Online Devices
    5. Accept Calls
  6. Settings API
    1. API Address
    2. TLS Certificate
    3. API Functions
  7. SIP Software
    1. SIP Clients
    2. SIP Servers
  8. Using SIP
    1. NAT Traversal
    2. SIP Address
    3. Internet Sessions
      1. Voicemail
      2. PSTN Outbound
      3. PSTN Inbound
      4. IM and File Transfer
      5. Session Details
    4. Presence

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

Session Failures

CDRTool application provides web access to the call detail records, SIP and RTP traces of your sessions. To report a problem about failed 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
  • Send an email to support@ag-projects.com and provide the session id and a description

For PSTN destinations we will 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 by sending an email to support@ag-projects.com and providing the session id. You can locate the cost for each session and a link to the session details in the Prepaid 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 you a 5 USD administration fee
  • We can guarantee the deposits you make for a period of 365 days from the date of purchase