It may be necessary, after performing checks on the PBX and internet services, to advise us of an issue that needs our investigation. We always need to know, as a minimum:
- Which client and trunk
- ‘A Number’ (the source - or calling party - number)
- ‘B Number’ (the destination - or called party - number)
- Call direction, if not clear from (ii) and (iii) above. (If the issue affects inbound calls only, it is useful if you indicate, if known, whether or not the number(s) are ported in numbers and whether or not they are in the process of being ported away.)
- Date and time
- Result of call: a description of the issue with the call
- Details of tests already done
- The IP address of the PBX / system (this is particularly important in the event of a trunk losing its registration)
- If the issue affects inbound calls only, it is useful if you indicate, if known, whether or not the number(s) are ported in numbers (and whether or not they are in the process of being ported away).
Step 1: Check The PBX / PBX Logs
- PBX logs can also be extremely useful and, for example, cutting and pasting the log file on a 3CX system for the call is very useful, especially if ‘Verbose’ logging has been enabled.
- Please do also confirm hat the call definitely routed via our service: it may be that we have legitimately barred the call, for example, whereupon the PBX may be automatically attempting to send the call via alternative / back-up route.
Step 2: Check The SIP Trunk Plus Portal
- We can help with obtaining this information: the ‘CDR’ tab is very useful and displays more detailed information at the top reseller level than at individual client level: attempt to locate the call by typing in the ‘Destination Number’ and confirm it’s the right call by checking the ‘Start Time’. The ‘Hangup Code’ is very useful (and is only present at the top reseller level). Once the call(s) is located, use the ‘Export’ button to extract the CDR logs).
- In addition please check the 'Logs' tab and view the 'Barred Calls Log': this expands upon the CDR 'Hangup Cause' by giving a detailed reason for a call that has been barred and is an excellent first for to call for troubleshooting (for a list of error codes / reasons please refer to Barred Calls Error Codes).
Step 3: Check The Internet Connection / Router Logs
- If there is any suspicion that the internet service may have been a reason for the failed call please check your in house monitoring system to check if there was an internet service drop at the time of the call. If you do not have such monitoring systems then check the router’s log files.
Step 4: Check the ST+ Portal Status
- In the unlikely event that there is an issue affecting our platform, we will immediately update our service notification icon (green: no issues; amber: minor service affecting issue; red: major service affecting issue) and associated notification message.
Step 5: Submit A Fault Ticket
- Armed with all of the
required information, submit a ticket to us by emailing email@example.com or by clicking 'New support ticket' above.