Troubleshooting Outgoing Calls

From VoIP.ms Wiki

In this entry we are gonna talk about one of VoIP troubleshoot, when a dialed number is Unreachable.

When you try to call a number and you can not reach it, there are some situations that can cause this.

Unreachable Calls

If you try to reach a number and is Unreachable, here are some tips that you can do.

• Verify if is a valid number, per example, you can confirm if this number is reachable from a land line.

• Check if the country being called is allowed in your destinations (you should check this in on customer portal -> main menu >> Account settings >> Account restrictions) ,make sure that your International calls are enabled for the main account or sub accoubt being used.. Please note that some destinations are not allowed by default, it means you have to activate this ( you should check this on customer portal, first on main menu -> portal home -> allowed international destination -> click for details)

• Make sure that the number is being dialed correctly. For international numbers Check your Dial Mode if is NANPA or E164, you can do this on your Customer Portal >> Main Menu >> Account Settings >> General. Also notice, for international numbers you need to dial using prefixes 00 or 011 + country code + number.

• Try to reach this number using as a diagnostic both the Value and Premium Route. You can switch back and forth between routes on your Customer Portal >> Main Menu >> Account Settings >> Account Routing.

• Check in our "Rates" section this number and see what kind of number is. Please note there are some numbers that can't be reached in the network (For instance, international toll free numbers -specifically Toll frees not belonging to USA or Canada-, national numbers, premium numbers). Go to your Customer Portal >> Rates >> Check Rates Online and paste the number in the search field.

• If you still experiencing issues, please contact us via ticket( sending an email to [email protected] ) or via live chat, specifying in detail the number called, the result (long silence, busy, etc) and also the route that was used (value/premium). The more detail received by support, the more quickly they will be able to help.