Voxtelesys Outbound call issues

[RDWild]

For the past several months, I have been putting a constant string of tickets with Voxtelesys. They fix one, we have another issue a few days later. All the issues are one of the following:
Outbound call - recipient cannot hear caller
Outbound call - rings once then busy signal and eventually the call drops.
Outbound call - cannot be completed
Outbound call - goes straight to voicemail, leaves a message, the recipient cannot hear the message.
These are calling from a physical desk phone, or the 3CX app.

In all these cases, the call works when calling from a cell phone.
In almost all of the cases, it is not every outbound number, only particular ones.

Voxtelesys support will tell us they found the issue and resolved it, I verify with the end user that all is good.
A couple of days later, I have a list of new numbers that are posing issues for outbound calls.
It's really making us look bad. I would like for Voxtelesys to figure out their issue and fix it. Is anyone else experiencing these issues?

Otherwise we need to find another option. We require T38 fax support and SMS support. Does anyone have recommendations?

 

[SteveITS]

Outbound call - rings once then busy signal and eventually the call drops.
Outbound call - cannot be completed

For these two specifically, see if Voxtelesys can find out if the other end is blocking the call. See for example this thread.

 

[Kevin@voxtelesys]

@RDWild, I believe I found your account/ticket and will be looking into the examples provided with the engineers to make sure proper testing was completed/reported downstream.

Also as Steve mentioned we will do some preliminary checks on the caller IDs and see if they are flagged with any of the analytic providers. On a side note we do have a spam number monitoring/registration service rolling out that we can help with the number registration with the 3 major analytic engines. If you are interested in exploring that with a couple accounts we can do a POC and see if the connections improve.

 

[StartSomethingGood]

Hi Kevin,

I'm seeing some of the same problems with a customer. Not the bidirectional voice issue, but calls not connecting. Seemed to start when we increased their PBX Lines from 4x to 8x with VoxTeleSys but that may have been coincidence. I've had a ticket open with VoxTeleSys #343622 for about a week. We've analyzed as much as possible in 3CX and VoxTeleSys logs and cannot find a reason. What makes it strange is they'll call out and get "call cannot be completed as dialed, VoxTeleSys logs show it connecting to their carrier, then same user will dial out again and it will connect.

Are you able to check on ours also? Client is getting frustrated and I'm not sure what else to do.

 

[Kevin@voxtelesys]

Hi Kevin,

I'm seeing some of the same problems with a customer. Not the bidirectional voice issue, but calls not connecting. Seemed to start when we increased their PBX Lines from 4x to 8x with VoxTeleSys but that may have been coincidence. I've had a ticket open with VoxTeleSys #343622 for about a week. We've analyzed as much as possible in 3CX and VoxTeleSys logs and cannot find a reason. What makes it strange is they'll call out and get "call cannot be completed as dialed, VoxTeleSys logs show it connecting to their carrier, then same user will dial out again and it will connect.

Are you able to check on ours also? Client is getting frustrated and I'm not sure what else to do.

Please direct message me. the ticket number shared is not valid.

 

[BrunoI_3CX]

Hi Kevin,

I'm seeing some of the same problems with a customer. Not the bidirectional voice issue, but calls not connecting. Seemed to start when we increased their PBX Lines from 4x to 8x with VoxTeleSys but that may have been coincidence. I've had a ticket open with VoxTeleSys #343622 for about a week. We've analyzed as much as possible in 3CX and VoxTeleSys logs and cannot find a reason. What makes it strange is they'll call out and get "call cannot be completed as dialed, VoxTeleSys logs show it connecting to their carrier, then same user will dial out again and it will connect.

Are you able to check on ours also? Client is getting frustrated and I'm not sure what else to do.

Hello @StartSomethingGood

Since you mentioned that you have already been troubleshooting this behavior with VoxTeleSys, we would also recommend opening a Support Ticket with us so that we can investigate the issue from the our side.

When reproducing the issue, please enable a packet capture directly from the system, covering the complete affected call attempt, along with providing us with a Support Info bundle in verbose logging mode via the support ticket.

This will allow us to review the SIP signaling and call flow from the system's side, providing additional information that may help identify the cause of the behavior and assist with the ongoing investigation with your SIP Trunk provider.