Business Phone - Support

TrueRing VoIP Frequently Asked Questions

 

Need more help?

Contact us via the contact page or call technical support at 1-855-TRU-RING

I'm having problems with my calls, what do I need to know?

If you are experiencing problems with a call it is important to get the following information so that we can trace the call:

  • Time and date of the call. Please be as specific as you can as you may be receiving numerous calls at other extensions throughout the day. If possible, use the online control panel call history to find the specific call with issues.
  • The extension that was used.
  • The phone number called or the number that called you.
  • What is the issue?
    • Garbling (please beware that network traffic will affect your call)
    • Echo (please be aware that calling, or receiving a cell phone call, has echo on it)
    • Dropped call
    • Other

Most issues can be traced directly back to customer networks or equipment. A DSL connection that bounces (goes down briefly and then comes back online), more than one router in a network, and high Internet usage such as emailing large attachments are all common examples of call affecting issues.

Because network traffic is extremely transitory, it can sometimes be very difficult to determine what caused an issue on any given call. For example, if there was garbling on a call, but you weren't doing anything on your computer at the time, it is very possible that a co-worker three offices over was uploading a large PDF file to a client at the time, which is what caused the spike in Internet usage and caused the garbling. Scenarios such as this one are quite common, but nearly impossible to track down since some of the information would be "missing". Please keep this in mind when reporting issues that may be considered "one-off's". If you are getting garbled calls on every outbound call or calls to specific numbers, these would be much more likely to be diagnosed since there would be a pattern. If ISOMEDIA is unable to reproduce a problem, it is unlikely that the problem for a single call will be able to be identified.

I'm having problems with my phones, what do I need to know?

Document the kind of problem you are having with your phone. Is it something physical with the phone, handset, buttons, or is it something with a service like voice mail or call forwarding? The more information you can provide to ISOMEDIA technical support, the more rapidly we will be able to assist in resolving your problem.

Terms that you need to know for setting up VOIP in your home or office:

DMARC: Demarcation point. This is the point where your telephone company brings your service to your house or office. It is usually a box outside attached to the side of your home or in a telephone closet in your office. When new services are installed, this is typically where they get installed. Be aware that you may need to connect to installed services at the DMARC location. New DSL or T1 services are a good example.

LNP: Local number portability for fixed lines, and full mobile number portability (FMNP) for mobile phone lines. This is the term we use to transfer your existing phone numbers to the TrueRing service. It refers to the ability to transfer either an existing fixed-line or mobile telephone number (www.en.wikipedia.org/wiki/Telephone_number) assigned by a local exchange carrier (www.en.wikipedia.org/wiki/Local_exchange_carrier) (LEC) and reassign it to another carrier. In most cases, there are limitations to transferability with regards to geography, service area coverage and technology. Currently, LNP takes 15-18 business days to complete, though the FCC has recently issued new rules that will reduce this time significantly.

E911 or E-911: Enhanced 911 is a North American telecommunications based system that automatically associates a physical address with the calling party's telephone number, and routes the call to the most appropriate Public Safety Answering Point (www.en.wikipedia.org/wiki/Public_Safety_Answering_Point) (PSAP) for that address. The caller's address and information is displayed to the call taker immediately upon call arrival. This provides emergency responders with the location of the emergency without the person calling for help having to provide it. This is often useful in times of fires, break-ins, kidnapping, and other events where communicating one's location is difficult or impossible.