Calls connected, failure to secure line
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Issue
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Potential Problem
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Possibilities
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Responsible
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Questions
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Steps
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Caller connected - agent fails to secure call after entering 4 digit PIN
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Customer* - PCI Pal connectivity issue
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Customer to SIP carrier/VoIP supplier connection issue
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Customer
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Is there SIP response coming back from SIP
carrier/VoIP supplier for customer's SIP request ?
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In case of no response - verify :
1. Check customer server to SIP carrier/VoIP supplier network connectivity
2. Check firewall between customer server and SIP carrier/VoIP supplier
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Is there SIP response coming back from SIP carrier/VoIP supplier for customer's SIP request ?
- Yes, SIP Errors.
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If SIP errors received on customer servers from SIP carrier/VoIP supplier:
1. Verify SIP carrier/VoIP supplier records to check failure reason code and which component sending error message.
2. Check Dialled DDI is in correct format
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Maximum number of licenses used
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Verify concurrent calls ongoing on the platform
This should not be more than the maximum calls agreed with PCI Pal
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Customer to check number of concurrent calls
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SIP carrier/VoIP supplier to PCI Pal connection issue
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Once above two verified and SIP no message (or error message) coming from PCI Pal servers -
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PCI Pal to verify SIP connectivity issue with SIP carrier/VoIP supplier
Raise a ticket to PCI Pal Service operations
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* The term customer relates to direct customers, resellers or partners, depending on the relationship with PCI Pal.
