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This is the support site for Andrews & Arnold Ltd, a UK Internet provider. Information on these pages is generally for our customers but may be useful to others, enjoy!

Category:VoIP Faults: Difference between revisions

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With most VoIP problems it is best to contact Support. However, here are a few pointers:
With most VoIP problems it is best to contact Support. However, here are a few pointers:


== Problems connecting to our server ==
== Problems connecting to our servers ==


===Unable to register===
===Unable to register===
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*See the [[:Category:VoIP Phones|VoIP clients page]] to see if your VoIP phone is listed and has any special notes
*See the [[:Category:VoIP Phones|VoIP clients page]] to see if your VoIP phone is listed and has any special notes
*Check if your router has a SIP ALG - see: [[Disable_SIP_ALG]]
*Check if your router has a SIP ALG - see: [[Disable_SIP_ALG]]

== Missing calls, or strange calls ==


=== Only some calls are getting through ===
=== Only some calls are getting through ===
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=== Using an ATA but the phone doesn't actually ring, but it still works ===
=== 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/
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===
=== Ghost calls /phantom calls / Strange CLI, nobody there===


If you receive phantom calls, perhaps from a CLI (eg just 4 digits) 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.
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.
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.
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**Allow Incoming SIP Messages from SIP Proxy Only [[VoIP_Phones_-_Grandstream_HT8xx#Ghost_calls?|Grandstream 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.
* Also review your [[VoIP Security|Firewall]], and check you're only allowing VoIP traffic from the A&A servers.



==Audio/Sound problems==
==Audio/Sound problems==


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


===One-way audio===
===One-way audio===
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=== Sped up or slowed down call recordings ===
=== Sped up or slowed down call recordings ===
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].
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].




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