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