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Calls not connecting

 
Issue
Potential Problem
Possibilities
Responsible
Questions
Steps
Caller dials and fails to connect
Caller disconnected (isolated incident, no other issues reported)
Caller connectivity issue
Caller
Is the caller device working?
Caller to take corrective steps
Caller's carrier issue
If using mobile, could they have lost signal/power?
Check call log, it should state the customer provider. 
 
Check specific carrier website for issues
Caller dials - fails to connect /all calls failing
No callers can connect
Customer internal network issue
 
DDI route not configured
Customer*
Note: this case is specific to customer and their setup
Customer to correct internal setup issues
Caller fails to connect to agent - intermittent failure
Intermittent connection issue
Customer internal network (up to SIP carrier/VoIP supplier) issue
Customer
Verify SIP and RTP servers on customer network are active, no service degradation including network connectivity to SIP carrier/VoIP supplier trunks
If any SIP or RTP server down customer to correct the issue
PCI Pal cloud server issue
Customer
See Steps column
Raise ticket to PCI Pal to check/fix any servers/connectivity issues on their side
 
* The term customer relates to direct customers, resellers or partners, depending on the relationship with PCI Pal.