Troubleshooting Outgoing Calls

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

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

Unreachable Calls

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

Check if the country being called is allowed in your destinations (you can check the allowed countries inside your customer portal, >> 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 destination are not allowed to certain countries you must activate this. You can check this on your Customer Portal >> Main Menu >> Account Settings >> Account Restrictions.

Check your Dial Mode if is NANPA or E164, you can do this on your Customer Portal >> Main Menu >> Account Settings >> General.

Try to reach this number using as a diagnostic both the Value and Premium Route. You can do this 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, 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, 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.