Category:VoIP Faults: Difference between revisions

== Problems connecting to our servers ==

===Unable to register===

== Missing calls, or strange calls ==

=== Only some calls are getting through ===

This is a common issue that can occur when you are using multiple phone in a 'natted' environment. We have an article [[VoIP_NAT|here]] on this particular issue.

Our support team can also assign you a small block of IPs if necessary.

=== Using an ATA but the phone doesn't actually ring, but it still works ===

If you have an older phone plugged in to a VoIP-to-Analogue ATA, and if calls work, but the phone doesn't actually ring, then you may be needing a RG11-to-BT adapter that includes a ring capacitor, such as https://www.broadbandbuyer.com/products/2370-esscable-rjp-bts/

=== Ghost calls /phantom calls / Strange CLI, nobody there===

If you receive phantom calls, perhaps from a CLI (eg '1001' or 'test' or '2000001' or '0700' etc) that is odd looking, and when you answer, there's no one then these are probably from portscans of your network and not actually from the A&A VoIP servers - they won't appear on the Call Log records.

These scans result in your phone ringing with a strange caller ID, but when you answer, there's no one there because it's not a real call.

* To stop them, look for a setting in your phone such as:

**SIP Trust

**Restrict Source IP

**Direct IP calls

**Accept SIP Trust Server Only eg, [[VoIP_Phones_-_Yealink_DECT#Other_optional_settings|Yealink Phones have this option]]

**Allow Incoming SIP Messages from SIP Proxy Only [[VoIP_Phones_-_Grandstream_HT8xx#Ghost_calls?|Grandstream Phones have this option]]

* Also review your [[VoIP Security|Firewall]], and check you're only allowing VoIP traffic from the A&A servers.

==Audio/Sound problems==

* '''Also See: [[SIP Audio Problems]] We have an extensive checklist to help diagnosing audio quality problems'''

===One-way audio===

===Calls breaking up (intermittent audio)===

*See: [[SIP Audio Problems]] We have an extensive checklist to help diagnosing audio quality problems

=== One-way audio on call recordings ===

Our call recording system will produce audio with each call participant on separate stereo audio channels. Make sure you are listening with both earbuds in. If you are finding that you are still only hearing one person, then contact our Support team supplying the recording in question.

=== Sped up or slowed down call recordings ===

This probably isn't a real problem. This can happen when you encounter a codec issue on the machine you are listening with. We would suggest using WAV or MP3 for call recordings. This can be adjusted on the [http://control.aa.net.uk Control Panel].