QoS for ViBE

Vibe's port is exclusively UDP 65500, similarly, with PBX QoS. Destinations are:

 Please Note: The port is exclusively 65500 bidirectional.

Checklist for Network 

Please Note: Always check physical media first.

1. Check that the following settings are disabled on the router/firewall:
1. SCTP
2. DCCP
3. UDP lite
4. SIP ALG / SIP Direct media
5. IGMP Snooping
2. Sharing voice and data? If yes, data (TCP) takes priority over voice (UDP) and will cause a degradation of quality
3. Was the correct QoS information used from Dropbox?
4. Is the traffic bi-directional?
5. Has a different network cable been tried?
   

Why is there No Connection Between the Phone and the Gateway of the LAN? 

• Check that cables are inserted correctly.

• Verify that the network cable has got an internet connection active on it. ( Test this by trying to plug a cable that is working on another phone into the phone, giving the error)

• Ensure that the phone has the correct network IP address.
  

Reasons why the phone is not Registered with possible corrections.

1. SIP password that is incorrect (Recommended to copy/paste) or that the PBX server is not correct when setting up a phone.
2. If all the details have been copied & Pasted, look at the phone settings. Usually, start with registering the phone on Account 2.
3. Ensure the Network Cable and Network Port are both active and give out DHCP (unless network setup is only allowing Static IP addresses. In this case get an IP Address assigned to the device and set it up statically).
4. Ensure the cables are in working order as it could be that the network cable is faulty.
5. Ensure that the network cable plugged into the phone is connected to the “Internet “port on the phone.
6. The Protocol should always be UDP.
7. Change the local SIP Port, found in Account Settings under the advanced tab or under the settings tab in the SIP category. The SIP Port will always be 5060 by default. You can change the SIPPort to something else between 5060 and 65500.
8. Try moving the phone to a different network point where there is a working device. It could be that the network point is causing an issue.
9. Try and register the PBX domain directly on the IP address as there could be a DNS translation error. (Gateway router is not translating the PBX to the relative IP). This issue could be resolved by troubleshooting your network/gateway router.
10. If the above steps do not work, you could confirm if there is are VLANs set in place on the customer’s network as well, which the phones need to be on.
11. In rare cases, the customer’s network can have issues as well, such as DNS issues. If you change the phone’s DNS to the following, the phone should register:
1. Primary: 8.8.8.8
2. Secondary: 8.8.4.4
   

If the phone does register after the changes have been made, the network would need to 

be looked into from the customer’s side.

Completing the above steps and the phone doesn’t register, the customer would need to look into their network setup and check if there is any conflict on their end.

Please Note: Make sure that SIP ALG is disabled on the WAN routers. When using a Mikrotik specifically, it’s called SIP Direct Media. With Cyberoam, the SIP ALG setting can only be disabled from the CLI. SIP ALG was designed to help VoIP, but it causes extensions to de-register. Disable IGMP Snooping.

Why a User is Unable to Call an Extension.

1. When calling the extension and it goes directly to voicemail, it is most likely on DND or offline. Disable DND and the call will go through. DND rejects ANY call sent to the phone.
2. The agent could be paused In the Queue (Enterprise PBX only offers queues). However, this would only allow the extension not to receive external calls from the queue.
3. For new customers: Confirm with production that the account has been moved on from installation.
4. In extremely rare cases concerning cordless phones, the number assignment is not in order.
   

Why will a user be unable to call out but receive calls?

1. Should there be a firewall on the network, it could be that the traffic is allowed to go out but not come back in. If firewall rules are implemented ensure its bidirectional. (Allowed in and out)
2. Registration dropped from the network, rebooting the device could resolve the issue.
3. Reaching the extensions budget limit.
4. In extremely rare cases concerning cordless phones, the number assignment is not in order.
   

Reasons why the ViBE Router is not coming Online.

1. On some occasions, the ViBE will not come online because the password still remains “TenantName”. This password would need to be replaced with the PBX’s Tenant Name which can be retrieved from the TMS.
2. The Primary connection is not set correctly.
3. By default, Port 2 is set to have a static IP 192.168.220.2 which connects to the primary internet connection (ADSL/LTE/Fiber) which will be configured with a gateway of 192.168.220.1. If you have a dedicated internet connection or are going to share your internet between voice & data, plug that into port 3 of the ViBE and either remove the route on the ViBE, or assign a reserved IP to port 3 of the ViBE and update the route.
4. Ensure the license from the supplier is purchased  and that the CPE is activated.
5. Ensure the details sent to Euphoria are correct such as the Mac address and password.
6. Check if the ViBe config file loaded on the vibe is corresponding to the server where the Euphoria agent added it to e.g. ViBE1, ViBE2, etc
7. Cables swapped.
   

Why are there Call quality issues

1. This is mostly experienced when a customer is sharing the internet with voice and data. In this case, a dedicated Internet Connection for Voice is needed. 
2. When using Fibre, it would be recommended to get a minimum of 2MB dedicated for voice (Get in touch with your ISP to do this on their end). 
3. The ViBE can be set in Rain Mode on the CPE, but on the headend the ViBE will be set to Failover (Vice versa). Call/mail Euphoria Support to confirm the server set-up.
4. When there are call quality issues like crackling, a loud buzzing noise etc., Check that the curly cord is plugged into the correct port.
1. Try calling on loudspeaker
2. Try changing curly cord
3. Try changing the hand piece.
4. Check firmware of device
5. Factory reset the phone
   
5. If the caller says that they can’t hear you, experience one-way audio, that you sound like you are underwater or disappear etc., this is most probably a Firewall issue. Ensure that the correct protocols are followed , sip ports and UDP ports are allowed through the firewall, as well as from the ISP side. (Ports and IP’s are provided on the Reseller Dropbox in the Network Configuration folder.
6. When there are call quality issues, confirm what kind of phone it is as well. Is it a desk phone/cordless phone/cell phone app/Softphone etc.? With this being said, if it is a cordless phone, make sure you are not out of range from the base or if there is anything else near it that can cause interference.
7. If using a softphone : 
   
1. Try a different internet browser like Google canary.
2. Ensure the headphones input and output is working on the pc.
3. Register the extension on a different internet connection to establish if the issue is connectivity related or pc/hardware related.
   

If a Ported Number cannot be Reached after it has been Ported to Euphoria.

1. Is this from a certain Network or from the Euphoria network, including phones on the Euphoria Network.
2. When porting takes place it's generally between 5pm and midnight as other providers need to update the routing tables on their side. Some calls might come through and some might not, this is part of the porting proves unless there has been a number move scheduled. 
3. Ensure that the routing on the Euphoria’s side is correct when this happens to all phones. When the message  “I’m sorry, the number you have dialed cannot be found on the Euphoria Network”, is heard, it means the number has been ported, but not been added to the Account yet.
4. If the routing is set up on Euphoria’s network, get the latest example of a call that happened within, at most, a 3 hour time frame and escalate this to Euphoria who will find out what the issue is. On some occasions, the routing has not been updated on Vodacom, Cellc, MTN etc side (The relevant network provider needs to sort this out on their side). Send the example to Euphoria Support to investigate and escalate it to the relevant network provider if needed. Please see example below:
5. Source call (Number that you called from)
   
1. Destination call (Number that was called to)
   
6. Time that the call was made
              Error message received
   Please do not contact the network provider directly, all correspondence with relevant network providers MUST be done through Euphoria Telecom.