Knowledge Base (5)

Common Phone FAQ’s

Do you support extension dialing?

Yes.  Variable length extension dialing or abbreviated dialing is supported as long as the extension is assigned within your company.  Extensions can be from 2 to 6 digits in length.  The last 4 digits of the user’s telephone number is automatically assigned to each user.  Site-to-site extension dialing is also supported provided that extensions do not overlap.

Exceptions:

  • The user’s extension cannot conflict with special services numbers.  As a result, the following numbers cannot be assigned as extensions:  00, 011, 211, 311, 0311, 1311, 411, 0411, 1411, 511, 611, 0611, 1611, 711, 811, 911, 0911, 1911.
  • If the last 4 digits of the user’s telephone number conflicts with a 4-digit special services numbers, the extension will be left blank when the user is provisioned.  If an extension number is required, any nonconflicting 2 to 6-digit number can be assigned by the site administrator in the My Site dashboard.

Note:  all Cloud PBX devices expect a minimum of 10 digits to be dialed before the call is launched to the Cloud PBX servers.  As a result, there may be a 3 second delay between the time the last digit of an extension was dialed and the time the call is launched.  There are two ways to avoid this delay:

  • dialing a # after the extension number

offhook the phone after the number is dialed (if applicable)

 

Can I dial 7 digit local phone numbers?

Yes.  Dialing 7 digit local is supported as long as the number dialed has the same area code as the calling number.

Note:  all Cloud PBX devices expect a minimum of 10 digits to be dialed before the call is launched to the Cloud PBX servers.  As a result, there may be a 3 second delay between the time the last digit of a 7 digit number was dialed and the time the call is launched.  There are two ways to avoid this delay:

  • dialing a # after the 7 digit number

offhook the phone after the number is dialed (if applicable)

 

What hardware is needed for overhead paging stations?

Overhead paging (AKA Loudspeaker Station), is supported using a standard telephone jack on an analog adapter.  Your equipment must be capable of plugging into a standard telephone jack and performing an automatic OFFHOOK when calls are received by the system.

 

Does fax work on your service?

Yes.  Most fax machines will work on VOIP networks and with Cloud PBX.  An analog adapter is required to convert the fax signals from standard telephone signals to VOIP.

SuperG3 fax machines (AKA high speed fax or 33.6Kbps fax) are known to not function properly over VOIP networks.  This issue is industry wide and not specific to Cloud PBX.  The symptoms of this issue are blurry pages, mid call fax drops or complete fax failure.   In some cases where a SuperG3 fax machine communicates with a non SuperG3 fax machine, fax calls could complete properly, because the lower speed fax machine causes the SuperG3 machine to throttle down to a lower speed.  As a result, problems with SuperG3 fax machines could appear to be intermittent.

If you have a SuperG3 fax machine, it must be configured to transmit and receive at 14.4Kbps.  If the machine speed cannot be reconfigured, it may not be supportable over VOIP.

Link to: http://altusuc.com/support/self-install/spa-122-ata/

 

Can I have multiple numbers ring into my voip phone? Can they be in different markets?

Yes.  This functionality is controlled by a featured called Alternate Numbers and is controllable through the My Site Dashboard.

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Alternate-Numbers-QRG-R15.pdf

 

IP Phones

I cannot make and/or receive phone calls

Did you lose your Internet connection?

Find a local computer, open a browser to test your Internet connection.
If your Internet is down, contact your Internet Service Provider to report the outage
If your Internet is working, but you cannot make or receive phone calls, then power cycle your modem and router
Unplug the power cord from the modem and router. Be sure both devices are completely powered off. Plug both devices back in and wait for 3-5 minutes to test. Check to make sure Internet is back up.
Place an inbound and outbound test call.

 

My phone says “Waiting for network to initialize”

If you see this on your phone, it means that your phone cannot connect to your router. Verify that the network cable is plugged in securely on the back of your phone. If the cable is securely plugged into your phone, verify that both the power cable is plugged into your router and the cable coming from the phone is plugged in securely as well. Check your cable.

 

My phone says “Cannot contact boot server”

If you see this on your phone, it means your phone is able to connect to your router, but is not able to reach the Internet. Try navigating to a few of your normal websites. If you cannot reach these websites then there is a problem with your Internet service. Call you Internet Service Provider to report the outage.

 

My phone says “URL call is disabled”

If you see this on your phone, it means that while your phone may be able to connect to the Internet, there is something preventing it from fully connecting to the Altus UC server. Reset the power on the phone, wait 3-5 minutes then test again.

 

My phone doesn’t display anything??

Check the power cord. Most of the times, customers may have accidentally disconnected the power cord. Reset the power on the phone, wait 3-5 minutes then test again.

 

Did you lose power?

If you determined that you have lost your Internet connection or power, call Altus support 615.465.4001 to assist in temporarily call forwarding your phones to an alternate device such as a cell phone or a voicemail box.

 

How do I keep my sim ring devices from ringing when I’m on the phone?

Navigate to the Simultaneous Ring feature and select the “Do not ring other phones if I am on a call” option.

Link: http://altusuc.com/wp-content/uploads/2015/02/Altus-Simultaneous-Ring-QRG-R15_01.pdf

 

How long does it take for my calls to show up in my call history?

The Telephone Network can take up to 30 minutes after your call is completed to provide the Dashboard database with your call information.

 

Why am I not receiving any calls?

Some features affect the delivery of calls to your phone.  For example: Do Not Disturb and Call Forwarding.  If you are able to place calls but not receive calls verify the following:

  • Do Not Disturb is OFF
  • Forward All Calls to # is OFF

If I do not answer after X rings is set to a value greater than 0

 

Will voip work with my alarm system?

Yes.  Most modern alarm systems will work on VOIP networks.  An analog adapter is required to convert the modem signals from standard telephone signals to VOIP.

Some older alarm systems, especially ones that operate at lower speeds, may not function properly over VOIP.  This can often be solved by contacting the alarm service provider and requesting an equipment update.

 

Does wireless bandwidth work for voip?

Yes assuming there is adequate bandwidth to support the quantity of required phones and phone calls.  Also, the quality of the wireless signal will affect the performance of calls.  If the signal quality is low, call quality could be adversely affected.

 

How do I update my 911 information if I move?

Contact your sales representative and request a service change or open a trouble ticket with customer service. Currently nomadic service with real time 911 address updating is not supported by Cloud PBX. Changing the 911 address on your account can be done, but the process is not instantaneous.

 

How do I setup my new hunt group?

  • Navigate to your administrator dashboard web page (contact your site administrator to obtain this information)
  • Login to your administrator dashboard (contact your site administrator to obtain credentials)
  • Navigate to the Hunt Group tab
  • Follow the instructions contained within the dashboard to perform the desired action

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Hunt-Group-QRG-R15-2.pdf

 

Why does my phone ring only one time?

Both Do Not Disturb and Forward All Calls features allow for a ring splash to be played on incoming calls.  This is feature is designed to provide a reminder that one of these features is set.

To stop the ring splash but keep Do Not Disturb or Forward All Calls on, select No Reminder for the particular feature.

To stop the ring splash and turn off Do Not Disturb and/or Forward All Calls, turn off the features.

 

Will my existing network support Cloud PBX service?

Altus provides a tool called ExamiNet which performs network diagnostics tests to qualify customers networks for Cloud PBX supportability.  Ask your sales agent how to access this tool to evaluate your network.

Customer network design and configuration has many variables, many of which can affect the performance and quality of Voice over IP (VOIP) service.  For the Cloud PBX VOIP service to work in most customer network environments, there are a set of minimum requirements the customer network must meet to ensure service will function as expected.  These requirements apply to both SIP phones and analog adapters (generally referred to from this point forward as SIP devices).  Below is a summary of these requirements:

  • Customer LAN must contain a DHCP server capable of providing an IP address to SIP devices when they boot
  • Customer LAN must contain a DNS server or provide DNS relay functionality to allow resolution of URL’s used by SIP devices to communicate with external service platforms
  • DNS server must be capable of resolving both SRV and A records
  • Customer firewall must allow HTTP and HTTPS traffic to allow SIP devices to communicate with external configuration servers
  • Customer firewall must allow SIP and RTP to allow SIP devices to place and receive calls
  • Customer router must set Network Address Translation (NAT) bind timer at a value greater than or equal to 30 seconds
  • Customer router must not manipulate the SIP or RTP packets at the application layer
  • Customer router should support Differentiated Service Code Point (DSCP) and ensure that higher priority packets take precedence over lower priority packets for all outbound packets
  • Customer router should be configured to mark all SIP and RTP packets from the Cloud PBX call control platforms as high priority to ensure these packets take priority over lower priority packets for all inbound packets.  The Cloud PBX call control platforms can be uniquely identified by a set of specific IP addresses.
  • Customer Internet bandwidth must be sized to allow the minimum amount of required data bandwidth plus the total number of simultaneous voice calls required by the office
  • Customer Local Area Network (LAN) must be sized to allow the maximum amount of required data bandwidth plus the total number of simultaneous voice calls required by the office

For additional details on how to configure your network for optimal performance, please contact your sales representative or customer service.

 

Why do some features appear unavailable or grayed out in my dashboard?

Feature availability is determined by the type of station assigned to your device by your site administrator.  Access to additional features can be achieved by changing the station type assigned to your device.  In some cases this may require the purchase of a station upgrade.

 

Will any broadband work for VoIP?

Yes assuming there is adequate bandwidth to support the quantity of required phones and phone calls.

 

What is a voice portal and how do I access it?

The Voice Portal provides a way to manage your voicemail box, record Auto Attendant greetings, and remotely modify call forwarding options through any telephone.  To access your voice portal, simply call your voice portal telephone number, log in, and follow the audio prompts.  If you do not know your voice portal number or your login credentials, please contact your site administrator or sales representative to obtain this information.

Log In to Your Voice Portal

  • Dial your voice portal phone number from any phone
  • Enter your Mailbox ID (extension or full telephone number)
    • If calling from your office phone, your Mailbox ID is implied and does not need to be entered
    • If calling from another phone in your office, the Mailbox ID of that phone is implied.  To enter your Mailbox ID instead, press the * key to return the Mailbox ID prompt

Enter your Passcode

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Voice-Portal-QRG-R15.pdf

 

How do I change my dashboard time zone?

The timezone setting of your computer is used to convert from GMT used by the Telephone Network to your local time. Changing the timezone on your computer will change the timezone adjustment used in the My Phone Dashboard.

 

How do I change my phone user name and email address?

A Site Administrator can change the username and/or email address associated with your My Phone dashboard account.

  • Navigate to the My Site dashboard
  • Login to the My Site dashboard using your site administrator credentials
  • Navigate to the Phone & User Assignments tab
  • Locate and select the appropriate user. This cause an activation panel to appear below the user list
  • Edit the username (if needed)
  • Edit the email address (if needed)
  • Click Apply to save changes

test

Hold, conference, or transfer calls with analog phones on Cloud PBX

Steps to hold, retrieve, conference and/or transfer calls using an Analog phone on Cloud PBX:

– Call is placed or received by the analog phone.

– User flash hook, call is put on hold.

– User will hear a dial tone. Another flash hook would retrieve the held call.

– Dialing a number creates a 2nd call

  • User can hang up, and 1st call is transferred to 2nd (Blind transfer).
  • User can wait for the 2nd call to be connected, and speaks to 2nd party
  • User can then either

– Hang up to transfer 1st call to the 2nd (assisted transfer).

– Flash hook to conference with the 1st and 2nd calls.

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Feature-Access-Codes-QRG-User.pdf

 

What is my voice portal telephone number and/or extension?

When your service is activated, you will be sent an email containing various pieces of information including your Voice Portal telephone number.  The Voice Portal extension is typically the last four digits of your telephone number.

If you misplace the initial activation email, contact your site administrator for assistance.

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Voice-Portal-QRG-R15.pdf

 

No dial tone on device

SYNOPSIS:

When the phone or device in question is taken offhook, no dialtone is played through the handset.

PROBLEM:

The phone or device must be Registered with the Cloud PBX call control platform for dial tone to become available.  If the device is not Registered, it will not have dialtone.

SOLUTION:

Verfiy that the device is not REGISTERED through the admin dashboard.  Select the Device Management tab, then the List of Devices tab.  Select the device in question and click on the Device Status button on the bottom left of the screen.  A popup box will appear containing Registration information for the device.

If the device is not Registered, perform the following steps to determine why it is not Registered:

  • Verify the device is plugged in and powered on
  • Verify the Ethernet cable is properly plugged in to the device
  • Verify the Ethernet cable is properly plugged in to an Ethernet switch
  • Verify the device has booted up properly and has a valid IP address
  • Verify that the site Internet access is available
  • Run the LookSee tool to validate all site requirements are met
  • Reboot the device by removing and reapplying power and wait for it to fully reboot

If all of the above steps have been successfully performed and the device in question is still not properly registered, or if the device is Registered and there still is no dialtone, contact Cloud PBX TAC for technical assistance.

 

What feature access codes are available for my VoIP service?

The following table lists the available feature access codes (star codes) available with the Cloud PBX service:

Note: for a feature access code to be available on a given phone, the feature must first be active on the phone station. Since not all phone stations contain all features, some feature access codes may not work on some phone stations.

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Feature-Access-Codes-QRG-User.pdf

 

How do call counters work?

Call Counters count calls and usage for the current billing cycle.  When a new billing cycle begins, all call counters are reset and begin accumulating for the new cycle.

 

How do I change my account dashboard user name and password?

The sales representative for the account has access to change My Account user name and password information though the Sales Management dashboard.   To change a My Account Administrator password follow the steps below:

Note:  this procedure must be performed by a Cloud PBX sales agent.  Cloud PBX customers do not have access to change this information directly.  If you are a Cloud PBX customer, please contact your sales agent for assistance.

  • Navigate to the Sales Management dashboard
  • Login to the Sales Management dashboard using your credentials
  • Select View Customers link
  • Locate the appropriate customer account and click the Edit button
  • Select the Login Info tab
  • Enter new user name (if appropriate).  Note, if the user name is changed, the password must also be changed
  • Enter new password (if appropriate)
  • Click the Save button
  • The customer Main Contact will receive an email containing their new user name and/or password.  Also, they will be prompted to change their password the first time they attempt to login with the new password.

The password must be at least 8 characters long and include at least 1 letter, one number and special character. Trailing and Leading Spaces will be automatically removed from the user name and password and spaces in the password will not be accepted.. (!@#$%^&*()-=_+[]{})

 

Can I connect headsets to my polycom phone?

Yes, any standard headset will work with your Polycom phone.

Note:  with headsets with variable volume, setting the volume too high can introduce echo through the headset.  If echo is experienced in a headset, lower the volume on the headset.  This should eliminate the echo.

 

How do I change my site dashboard password?

The Account Administrator has access to change My Site administrator passwords through the My Account dashboard.  To change a My Site Administrator password follow the steps below:

  • Navigate to the My Account dashboard
  • Login to the My Account dashboard using your account administrator credentials
  • Navigate to the Site Admin tab
  • Locate and select the appropriate Site Admin.  This cause an activation panel to appear below the user list
  • Select the Reset Password checkbox
  • Click Update
  • The Site Admin will receive an email containing their new password.  Also, they will be prompted to change their password the first time they attempt to login with the new password.

 

Why is the post dial delay so long before I hear ringing?

The Cloud PBX dialplan is standardized on 10 digit dialing.  Both 7 digit local and 4 digit extension dialing are supported; however, all devices expect a minimum of 10 digits to be dialed before a call is launched.  This can cause a delay between the time the last digit of a 4 digit or 7 digit number is dialed and the time the call is launched.  This can be avoided by one of the following options:

  • enter a # after the 4 digit or 7 digit number to immediately launch the call
  • dialing the 4 digit or 7 digit number before the offhooking the phone (if applicable)

Note:  911, 1911, 0911, 411, 1411, and 0411 are not subject to inter-digit timers and will launch immediately after being dialed

For all dialed numbers, including 10 digit numbers, there may be a delay after the call is launched, especially when calling a mobile phone.  This delay is network setup time and will vary depending on the destination network.  When the destination network is a mobile network, the delay is typically 3 to 5 seconds longer than that of non-mobile networks.

Voicemail FAQ’s

How do I setup and use voicemail?

To access voicemail through a phone:

  • Your voicemail can be access through one of the following ways:
    • press the Messages button on your phone
    • dial your own number or extension from your phone
    • dial the voicemail portal number or extension from any phone (contact your site administrator to obtain this number)
  • The first time you access your voicemail you will need the default password to login (contact your site administrator to obtain this password)
  • After your initial login you will be prompted to change your password
  • After changing your password, follow the voice prompts to perform the desired action

To access voicemail through a web browser:

  • Navigate to your user dashboard web page (contact your site administrator to obtain this information)
  • Login to your user dashboard (contact your site administrator to obtain credentials)

Navigate to the My Messages tab

 

How do I record my auto attendant greetings?

Auto Attendant greatings are recorded through the Voice Portal by the Voice Portal administrator.

Note that the Voice Portal user ID for Voice Portal administratoin is either the extension or full 10 digit number of the voice portal itself.  For example, if the voice portal number is 281-555-1234, then voice portal user ID for administration will be either 1234 or 281-555-1234.

  • Dial your voice portal number/extension or press the Messages button on your Cloud PBX phone

Note:  the step below will be required when using a Cloud PBX phone since the voice portal will automatically assume the user ID to be the extension of the phone from which the call was placed.  It will not be required if the call is placed from a phone outside of your Cloud PBX service, such as a mobile phone.

  • If initially prompted to enter your passcode, press * to return to the enter mail box ID promp
  • At the enter mail box ID prompt, enter the Voice Portal extension followed by #
  • At the enter passcode prompt, enter the Voice Portal administrator passcode followed by #
  • Press 1 to change Auto Attendant greetings
  • Press 1 to change the Busineness Hours Auto Attendant Greeting or Press 2 to change the After Hours Auto Attendant Greeting

Follow the audio prompts to complete the process

Link to: http://altusuc.com/wp-content/uploads/2015/02/Altus-Auto-Attendant-QRG-R15v2.pdf

 

How do I change the recording of my voicemail?

  • Access your voicemail box through your phone
  • Login using your password

Follow the voice prompts to change your recording

 

Will deleting a voicemail on my dashboard delete it from my voicemail box?

Yes.  With the Cloud PBX service, you voicemails are stored on a centralized voicemail server.  If you delete a voicemail from either your dashboard, or your phone, the message is deleted from the centralized voicemail server and is no longer available.

 

How do my unified messaging options work?

The Cloud PBX Unified Messaging feature allows greater flexibilty in receipt and management of incoming voicemails.  The following features are currently supported in the My Messages tab of My Phone:

Receive New Voicemail Notification

This feature allows a notification email to be sent to any email address or cell phone texting service.  Note that only a summary of the new messaage is included in the notification, not the actual message.  To activate this feature select “Get notified when a new message is received” in your dashboard.

Receive New Voicemail Through Email

This feature allows an email with attached .wav file containing the new voicemail message to be sent to any email address.  To activate this feature select “Send a copy of all new messages to another email” in your dashboard.

Note:  Reading a copy of a voicemail message from an external email box will not cause your voicemail message waiting indicator light to turn off.  This is because the Cloud PBX voicemail server cannot detect changes to emails once they have been forwarded out of the system.

Note:  Deleting a copy of a voicemail message from an external email box will not cause your voicemail message to be deleted from your Cloud PBX voicemail box.  This is because the Cloud PBX voicemail server cannot detect changes to emails once they have been forwarded out of the system.

Transfer to an Operator or Another Number

This feature allows callers to dial “0” to be forwarded to another phone number instead of leaving a message.  The forwarded number can be any number include your office operator or your mobile phone.  To activate this feature select “Allow callers to press “0” and transfer” in your dashboard.

Link: http://altusuc.com/wp-content/uploads/2015/02/Altus-Unified-Messaging-QRG-R16_0.pdf

 

Unified messaging – MyPhone / my messages voicemail and fax capacity

The My Messages section of the My Phone User Portal is an area where Users can access / manage the voicemails and faxes they have received. As this is a shared storage area for voicemails and faxes, Users should be aware that the combined storage limit is approximately 35Mb. This equates to about 100 voicemail minutes or around 100 ea. Ten page faxes. Users should be judicious about archiving important voicemails and faxes to their network storage areas by using the Download Selected option on the right side of the My Messages area. Once Users have successfully archived their voicemails and faxes, they should be deleted from the My Messages area to conserve space.

Other useful information regarding the Cloud PBX system wide voicemail limits:

Time that Voicemails and Faxes can be stored in your mailbox = Unlimited

Longest Voicemail greeting that a User can record = 4 minutes

Longest Voicemail message that can be recorded = 10 minutes

These are hard limits and cannot be changed within the Cloud PBX.

 

How do I change or reset my voice portal password?

The Voice Portal provides a way to manage your voicemail box.  To access your voice portal, simply call your voice portal telephone number, log in, and follow the audio prompts.  If you do not know your voice portal number or your login credentials, please contact your site administrator or sales representative to obtain this information.

This article describes how to change or reset a voice portal password.

Changing Voice Portal Password – First Time Access

  • Access your Voice Portal by dialing your Voice Portal number or by hitting the messages button on your phone
  • Enter the temporary password provided by your site admin or contained within an automatic email notification
  • Follow the audio prompts to record your name and reset your password

Changing Voice Portal Password – After First Time Access

  • Access your Voice Portal by dialing your Voice Portal number or by hitting the messages button on your phone
  • Enter your existing password
  • Press * to go to the ComPilot Voice Portal
  • Press 8 to change your password
  • Follow the audio prompts to complete the procedure

Reset Voice Mail Password for End Users

  • Login to the MySite Admin dashboard
  • Click on the Phone Assignment tab
  • Click on the desired end user’s phone number
  • Click on the User Info tab of the user
  • Verify the Email Address is correct
  • Click on the Reset Voice Portal Password box
  • An email will be sent to the End User containing the new password

Reset Voice Portal Admin Password

  • Login to the MySite Admin dashboard
  • Click on the Site Services tab
  • Click on the Voice Portal sub tab on left
  • Enter the new password in box 3 twice

Click the Save button

 

Are there limits to voicemail storage and can I increase that?

The following are the Cloud PBX system wide voicemail limits:

Storage Duration = Unlimited

Maximum Greeting Length = 4 minutes

Maximum Message Length = 10 minutes

Maximum Mailbox Length = 100 minutes*

*The total number of messages that can be stored in the mailbox depends on the length of each message.  None of these parameters are changeable.

 

Network Related FAQ’s

Call quality issues can generally be traced back to physical connection errors, lack of bandwidth, network upgrades or incorrectly configured network settings.

Check the following items when experiencing call quality issues:

  1. Ensure all Ethernet cables are tight and properly connected. If connections are not plugged in or are loose, IP devices cannot communicate or will communicate poorly. Replace home made patch cords. If the clip is missing from a patch cord, replace it.
  2. Are you using static IP addresses? If so, adding another device to the network that has the same IP address can cause issues. Best practice is to use DHCP to avoid these issues.
  3. Any network changes such as introducing a new firewall, router, server or upgrading networking software may cause unforeseen problems with your VoIP network. Any changes to firewall rules could impact the VoIP network by blocking necessary VoIP ports or requiring that all packet traffic be inspected. If this situation occurs, the firewall may not be able to keep up with increased voice traffic and start dropping VoIP packets.
  4. Run a speed test to be sure you’re not experiencing low bandwidth issues. Go to http://www.speedtest.net
  5. Once there, select the BEGIN TEST button in the middle of the page. Compare the results to the bandwidth speeds you have purchased.

 

DROPPED CALLS

Dropped calls are one of the most difficult problems to troubleshoot with VoIP. The problem can start where the call was placed with faulty wiring or the Internet Service Provider, all the way to the Internet backbone carrier or the call recipient’s carrier.

Here are some initial steps in determining the cause of the dropped call:

  1. Did the call actually disconnect or did you briefly lose audio?
    1. Did your phone still look like it was in a call?
    2. Did your phone look like you just hung up? If the date and time are displayed then your call did actually drop.
  2. Did your PBX phone drop the call or did the other caller’s phone drop the call? PBX IP phone service is very reliable and maintains an extremely high level of customer satisfaction. Please make note of the date and time the call dropped, as well as the originating and terminating phone numbers on the call. If you have determined that your call did drop, ask yourself these questions.
    1. Was I on the phone with someone on a cell phone? Cell phones, even modern ones, are not very reliable. If you were on the phone with someone using a cell phone, it is very likely it dropped on their end.
    2. Did my Internet connection just go out? It is possible that your Internet Service Provider had a temporary outage whereby your phone service went out as well. If your call drops and you know you were not speaking with a cell phone user, verify that you have an active Internet connection.
    3. Run a speed test to be sure you’re not experiencing low bandwidth issues. Go to http://www.speedtest.net
      1. Once there, select the BEGIN TEST button in the middle of the page. Compare the results to the bandwidth speeds you have purchased.

Contact Altus support at 615.465.4001 for further troubleshooting and to review your call logs.

 

CLIPPING

There are a variety of reasons why audio could be choppy. Cell phones are usually the culprit. Cell phone service is not considered high audio quality. PBX IP phone service is very high audio quality.

When you encounter a bad call, check to make sure the other user is not on a cell phone. Once you have ruled out the cell phone as the issue, check these items:

  1. Is this an Internet Service Provider issue? Open up a web browser and try navigating to a couple of websites that you normally go to. Are they loading particularly slow?
  2. Run a speed test to be sure you’re not experiencing low bandwidth issues. Go to http://www.speedtest.net
    Once there, select the BEGIN TEST button in the middle of the page. Compare the results to the bandwidth speeds you have purchased.

 

AUDIO DROP

“When I talk to someone, the audio drops out for more than a few seconds (I cannot hear the person I called, they cannot hear me, or a combination of both).”

One of the main reasons sound issues may occur is based on the traffic or congestion on the network.

Some symptoms that can be present because of the lack of bandwidth available:

  1. Audio cutting in and out (choppy).
  2. Voice sounding robotic, like if you were talking under the water.
  3. Audio slowing down or speeding up, intermittently during the call.
  4. Run a speed test to be sure you’re not experiencing low bandwidth issues. Go to http://www.speedtest.net. Once there, select the BEGIN TEST button in the middle of the page. Compare the results to the bandwidth speeds you have purchased.

While On a Call, I hear ECHO

If you hear your own voice echoing back to you on a phone call, it can be very distracting. If the echo is loud enough, and has considerable delay, it can make communicating virtually impossible.

Here are the main causes of echo, and what you can do about them:

  1. A common cause of echo in a PBX phone call is one party having their telephone volume turned up too high. If your voice is coming out of the other party’s phone speaker at a volume that’s high enough to be picked up by their microphone or handset, you will hear an echo of your own voice. If that happens, ask the person you are talking to, to turn their volume down. If they are hearing themselves, try turning your volume down.
  2. Misconfigured headsets or headsets with dying batteries can also cause echo. If you are experiencing echo on a call and are wearing a headset, try switching to the telephone handset and see if that eliminates it.
  3. By far the most common cause of echo is the digital to analog signal conversion that can take place in the public phone network. If your phone traffic has to cross an older network that does not have IP or digital equipment (think small-town phone company) then it has to be converted to analog and then back to digital again. This conversion often creates “cross talk” which you will hear as echo. As you might imagine, this is out of your control, but the echo is not produced by the cloud PBX system or telephones. This type of echo is almost always caused by the person who does not hear the echo on their end.

If you continue to hear echo on a regular basis, or if people you are talking to often complain of echo when they talk to you, please contact Tech Support at 615.465.4001.

What data collected by PacketSmart PI-100, PI-150 and PI-500 Appliances or embedded agents

Data collected by PacketSmart appliances-v4

Altus PBX Security Whitepaper

Is Packetsmart Hippa Compliant?

PacketSmart implemented two ways to upload our data for analysis, one was fairly open HTTP port 80 and the second option is HTTPS port 443. HTTPS port 443 is secure just from the protocol and port assignment. I’ve attached two documents that should help, one is what is actually uploaded to PacketSmart which is RTP header information not payloads (unless Packet Capture is turned on but limited to 1MB) Data collected by PacketSmart appliances-v4 and our cloud security document where PacketSmart servers reside Altus PBX Security Whitepaper.

User Videos

This page has moved to: Training Videos