If a customer is reporting that they are unable to make outbound calls, you should immediately check the following items:
1) Check to make sure the account in question has money in it in JOC:
You can perform this action by going to the account in question and logging in as a super-admin. Once you have done that, click on the Icon highlighted in the red box shown below:
After doing that, you should see the following:
The above indicates which services have money. If a service has a positive current balance, the customer should be able to use that particular service. If there is no balance for the service the customer is trying to use, contact their CSM immediately.
2) Run a status report for all of their calls:
After successfully determining that the customer has credit for the service they are trying to use, you should run a status report by going to Reports > Custom Reports > Status Reports as shown in the screenshot below:
The screenshot above shows that the customer is having a high percentage of busy signals on their calls. If you see this, please continue on the to the steps below.
3) Go to the client's leads and make some test calls to ensure that our client is not dialing out of service numbers:
You can check the leads our client is dialing by going to page shown in the below screenshot:
In the step, you need to make sure you have asked our client what exactly they are experiencing issues with. This means you need to ask if all calls are affected or is it only certain campaigns/leads/agents experiencing the issue. If it is not all calls, you will need to use the leads page shown above to filter for what you are looking for. Once you have found a lead that is a known working number that we are not able to deliver a call to you, you need to move on to the next step below. If the number of the lead is a non-working number, inform the client immediately regarding your findings.
4) Log into Voipmon and look for the test calls your placed:
You can log into voipmon by going to the following URL:
If you don't have access to this, please ask someone for help gaining access in the general support chat or escalate the case to a higher level agent.
Once you have logged in to voipmon, you need to filter for the test calls you placed by using the filters shown in the screenshot below:
Follow steps 1 through 3 in the above screenshot. IMPORTANT - in step 3 above, you have to format the number you are looking for by using the following format: %thenumberyoudialed
After doing that, you should see something like what is shown below:
If you only see ONE LEG of the call (normally there will be two: one leg to the freeswitch and then another leg to the carrier that will route the call), immediately download the PCAP by clicking the PCAP link at the far right hand side of the screenshot above. In this case, a 603 Decline was sent back on the first leg of the call which indicates an issues in Cyneric. After downloading the PCAP, you need to proceed to the next step below.
5) Log into to Cyneric to verify the trunk is connected and the credit for the account is showing in Cyneric:
In order to find the Cyneric trunk ID for the service that is having the issue (i.e. Inbound, Outbound etc), go to the client's account in JOC and click on the providers tab:
After doing that, you will see the following:
The numbers highlighted in the red box above show you the Account/Trunk ID that you will need to find what you are looking for in Cyneric.
Log into Cyneric by going to following URL: http://cynericportal.convoso.com/
Once you have logged in, click on Accounts > Clients:
Once you have done that, you need to put the Account/Trunk ID in the account field as shown in the below screenshot:
After clicking the filter button, you should now see the following:
Click on that option and you should see the following:
This shows that the credit is also appearing in Cyneric. If calls are still failing after all of these checks, please engage Cyneric IMMEDIATELY. You should notify the following people:
Osvaldo Rodriguez (firstname.lastname@example.org)
Any higher level Convoso support person if you are unsure of what you are doing.
You will need to send the PCAPs you saved in Step 4 to all of these people in order for them to investigate.