Rob NOTE Tue 2015-09-15 : this note is under contruction, but is released to customers, as it should be useful even in its draft state.
Introduction
When VoIP works, it is fantastic, with money-saving, powerful features etc.
But when it does not work, then we strongly suggest that you manage your time.
Sometimes we may give instructions using the term the switchboard, and you may be surprised if you have dmConnect12 or dmVoice14. dmConnect12 and dmVoice14, actually use a "cut down" dmSwitchboard12, you should go through the Advanced Divert Tab to access this. We have simpler Divert Tabs for customers who need less features, to be able to set things up more simply and quickly.
Managing your time...generally
- Do things step by step, checking to see if your step is successful
Managing your time..."Attila the Hun" mode
- Any handset that takes more than 15 minutes of your time to setup, should be returned to the vendor, given to an enemy, deconstructed with a hammer, so that it does not waste any more of your time
- If you can not get VoIP working on your LAN/Data source within 15 minutes, then stop trying and just use an ordinary phone
Fault-finding tests
Preparations
You will need a dmConnect12, dmVoice14, or dmSwitchboard12 account, with a personal extension that has VoIP and WebPhone enabled
You will need a computer or mobile phone that has "good" quality internet access
You will need 5-15 minutes of time, without interruptions
You will have to be clear on how someone can dial in and reach your personal extension
- dmConnect12, you only start with a single personal extension, so that's easy
- dmVoice14, your phone and all the other members of your teams' phones will ring
- dmSwitchboard12, you will have to understand how the plan is setup, and how you intend to have calls reach you (e.g. people may be able to call a reception number, and dial your extension directly)
Step1a Either: Use a Webphone
Get your webphone up and running on a Windows PC Firefox (or Opera, or Internet Explorer)
#5043 The dmSwitchboard12 WebPhone has some useful instructions on this, including how it should look
#1091 Video: Setting up dmWebPhone with dmConnect12 has a video showing setting up the WebPhone
Check that registers with the service. If it did not register then do not continue, you have a problem with your PC or internet access.
Step1b Or: Use a smart phone and Zoiper App
Get your smartphone up and running, and use the QR code to set it up
http://notes.dmclub.net/1084 has a video showing how to setup the Zoiper phone
Step2: Check that you have a good connection to your Switchboard account
Dial extension 803, you will hear some nice music by Bach playing, it should be crystal clear.
Dial extension 801, you will hear what you say immediately echo'd back to you, there should be less than 1 second lag.
Step3: Call a friend
Call your friend, and check that they can hear you clearly
Step4: Have them call you back
Have them call you back, you will have to be accessable from the number (e.g. not closed, and there should be a path through to your Personal Extension in the plan).
Is your LAN (or Internet access) VoIP friendly?
Some companies actually Bar VoIP traffic
Some routers are not setup well enough to deal with the conflicting needs of VoIP (well the SIP version of VoIP that most people use) for static or virtually static IP address, and the needs of the modern internet to use the IP address space economically with NAT (network address translation). There is a total lack of effective standards and tests, but most "good" internet suppliers can provide a service that solves this nasty problem.
Useful diagnostics that we supply
Anti-hacking lock-out notification
If you (or a hacker) make too many login attempts with your VoIP device (or software on a computer, or smart phone), then your IP address will be barred for a certain amount of time, this prevents hackers from trying to hack into your account.
If this happens you can see it if you log into your clubhouse on the same address. Here is an example of what you might see.
!! insert screen shot of the control
SIP AWOLS
One of the problems of "VoIP unFriendly" internet access, is that you lose your registration. This is a minor problem if you are making outbound calls, but it will stop you receiving inbound calls on your handset. We call this SIP AWOL ("Absence without leave"), and we poll all your SIP devices every 30 seconds. If we fail to get a response then we note that, and report it here. Some routers are very bad at keeping SIP registrations working through NAT, and this test reports this problem.
If you go to the general tab of your switcboard12 control, you can see, how many devices are registered on your dmSwitchboard12, and if there were some AWOLS. If a device loses SIP registration, it will not ring when there is a call to it!
!! insert screen shot of the control
The limitations of our support
We provide a VoIP service out onto the internet from our servers.
If you have tried the tests on your WebPhone or SmartPhone with Zoiper and they do not work, then email the test results to us at support (follow #0066 guidelines, we do not want to just hear "it does not work"), and we will check that the account is working by doing some tests on your webphone, and we will email you back the results. This way you know if it is your Internet/Computer setup, or our service.
On any account, if the VoIP is working on a webphone from our support offices, then we consider the service to be working.
We write some suggested instructions for setting up handsets, but we do not support the setting up of handsets.
We write some suggested instructions for having a "VoIP-ready" LAN/Internet source, but we do not support the setting up of your internet, LAN router, VPN etc.
When we instruct you to submit information on your problem, you should follow these instructions, as in our experience these instructions significantly improve the likely-hood of our being able to solve your problem, or at least isolate it.
If we feel that you do not have the skills to solve the problem we will recommend that you get a specialist to assist you.