Friday, May 3, 2013

How Do You Troubleshoot Telco Problems - Calls Not Coming In To Your Phone System

Man, these can be tough.  Especially because Telcos dont normally like to admit to anything wrong on their side.  I have this SIP trunk coming into a company where about every 5th call, they get a message on the caller's phone saying something like "the number you dialed has been disconnected.... Error ....".  Well, this is a real pain to my customer, since they are loosing business because of it.  I can tell them easily that its not my phone system problem, but then that doesnt really help them out any.  They don't know where to go from there.  So I call up the SIP provider and tell them.  I have to have a record of my calls and when I called, so I did that.  The SIP provider tells me they see all three calls I made and what time I made them.  The only problem is, I made four calls, not three.  See my proof, the call circled at the bottom is the one they did not get:
So, I tell the SIP provider this, and they go to their provider (the carrier).  They say they see all four calls, and they forwarded all of them.  Hmmm.  The SIP provider say they never got it.  I tell the SIP provider to change carriers immediately.  Meanwhile, Im looking for another SIP provider.

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