What information has to be communicated for calling related issues and support tickets?

What information has to be communicated for calling related issues and support tickets?

Call failures or calls not connecting are common issues in telecommunications and can occur due to various reasons. In such cases, we recommend reaching out to our support team via chat or email for prompt assistance.

To help our technical team troubleshoot and resolve the issue efficiently ensuring minimal impact on your business operations, please provide the following details:

  • Dialled numbers with country codes: 
    • The sample list of dialled number is very important to investigate the call connectivity problem
  • Call status code of the dialled numbers
    • Call status code helps us identify the issue right upfront. Its quick when you share the call status code along with the dialled number
  • Spam status of the DIDs
    • Most of the time, calls are blocked by operators when they identify spam patterns with the caller IDs. So, it is necessary to have a clean caller ID. 
  • Softphone being used (e.g., Moitele or any other softphone)
    • Sometimes, issues arise from the soft phone as well due to network or software. It is always suggested to have two different soft phones on the computer to avoid software or network related downtimes.

Providing this information will enable us to identify the root cause quickly and resolve the issue more effectively.


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