iBoske | Call Drops

Andrew Hohenkirk Nope

Customer complians of calls dropping. Which call Type is dropping? Calls to other contacts on skype (Voip). Calls to phone numbers (PSTN).
Did this ever work? Yes. No .
Is this a permemnent or intermittent issue? Permanent. Intermittent.
There is something wrong with the customers network, please get a call sample of a failed call and escalate to L2. .
How many users is this affecting? All users. a few users. 1 User.
This is likely a network issue, please gather the logs and escalate to L2.
This is a network issue on the customer side. Please have them check that their firewall has the relevant ports open. .
This is likely a setting on the machine. Please check relevant ports are open and test switiching from wi-fi to cable or vice versa, .
This could be an issue with the Skype plan associated to the account, either the correct plan is not selected or the user does not have the plan available to them. Do they have the correct plan? Yes. No.
If the correct plan is selected, then there is no fault found here. Have the user get in touch with their CSM if they wish to purchase a different dial plan. .
Go ahead and update this dial plan. It will take about 5 minutes for this to take affect and will reuiqire the user to log out of skpy and then log back in..
Is this constant or intermittent. Constant. Intermittent.
This is a carrier issue. Please collect a call sample and log it to the carrier. .
Is this affecting all users? All user. One User.
This is a carrier/ SBC issue. Please gather a call sample and Check on Ocom to discover where where the call is failing. Please raise to the carrier if it fails at the carrier side, or raise to audio team if it fails at the carrier side. If it fails on the mediation server, please wscalate to the UC team..
This is likely a carrier issue, please collect a call sample and raise to the carrier. .