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Please use the correct form/department and fill it out as completely as possible. This will make sure it will reach the correct department and will speed up further actions considerably.
If you are changing the department for this ticket, please do a (faulty) submit first so that the ticket specific form and its related fields can be applied. Thank you.

Name

Email Address

Subject

Department

Priority

Message

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This support request is with regards to call issues (required field)

If you are sending in a support request regarding a call that seems to be going wrong, please add all the following fields with regards to that call. There is a larger field at the end which you can use for further examples, if you have those. Take note: Supplying enough and the correct information will speed up the process of investigation and therefore solving enormously.

Is it relating to an incoming or outgoing call? (required field)

Please send us all the details of at least 2 call attempts, if possible from different devices to eliminate device issues, no older than 4 hours.

Do all calls get an error or only specific one('s) (required field)

Related to accountID or Client reference (the full/E164 telephone number) (required field)

Take note: You may have 10, 20 or 100 accounts with us that all show the same caller ID. This is why we need the account (often called username) that is set up on your device.

Time and date of call (as specific as possible and this shouldn't be more then a day ago) (required field)

(See the Call records in your Hosted IPPBX environment or perhaps your phone (in that case, also tell us the timezone if it isn't GMT)

What is going wrong? (please be as specific as you can be and add screenshots if you want / can) (required field)

Do all devices / phones get this error or only specific one(s)

Number that is called from (precisely as entered, if possible)

(If incoming call is the issue)

Number that is called to (precisely as entered, if possible)

(If outgoing call is the issue)

Device involved (What telephone or softphone are you using with that account)

Does your Internet connection work properly. Can you visit various websites etc? And at the proper speed?

Does the phone show that it is registered to the Voyced IPPBX.

What is the external IP number of the location you are trying to connect from?

(you can find your external IP number by going to https://www.whatismyip.com/ )

Does the AccountID show that as being online in the Voyced Hosted IPPBX.

Did you test making the call in the international format?

If the error occurred when you tried to call someone, did you also try if the call would work if you dial the full International number. This may pinpoint or eliminate local call issues

Details / other examples in relation to the call that seem to error.

If you can, please send us the details of several calls that have gone wrong

Details should, at least, include: DID in, DID out, Time of call, but ad as much info as you can.

If you can, please send us the details of a few calls that did not go wrong, in that same period

Details should, at least, include: DID in, DID out, Time of call, but ad as much info as you can.

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