Voicepulse Decommissions Servers - 2/24/2009

The changes below must be implemented before Tuesday, February 24th, 2009, 9am ET or your VoicePulse phone service will not work.

Read this document and contact VoicePulse to confirm your new settings if they do not work.

Date of Service Termination

VoicePulse will be decommissioning servers on February 24th, 2009.

VoicePulse will be decommissioning all IAX servers on this date. VoicePulse will also be decommissioning connect01.voicepulse.com, connect02.voicepulse.com, and connect03.voicepulse.com on this date.

How to tell if you are affected

Review the image below. If you have either IAX OR connect01 02 or 03.voicepulse.com YOU ARE AFFECTED. You will not be able to place calls after 2/24/2009 unless you take action!

Open

1. All customers using VoicePulse with IAX servers.

2. All customers using connect01.voicepulse.com, connect02.voicepulse.com, connect03.voicepulse.coms

How to tell if you are unaffected

1. Customers using SIP AND with using one of the following servers in the "Server" field of the Options->VoIP page are not affected:

2. Any "-primary" or "-backup" variation of nyc, jfk, sfo, sjc (above.)

Instructions on how to avoid a service outage

How to Change From IAX to SIP

This applies to you if you have IAX service from voicepulse. Contact voicepulse or see How to Tell if You Are Affected above.

1. Login to your Admin Panel at cp.fonality.com

2. Click on Options --> VoIP

3. Click your VoicePulse account in the list of existing VoIP accounts

4. Click the IAX2 drop down, you will see a SIP option. Select the SIP option.

5. Click Update VoIP Account.

6. Follow instructions for How to Change Your VoIP Account Server if necessary. See below.

7. IF PHONE CALLS DO NOT WORK OR YOU GET ONE WAY AUDIO, YOU MAY NEED TO MAKE CHANGES TO YOUR NETWORK FOR SIP. Forward UDP ports 5060 and 10000-20000 to the internal IP of the PBX.

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How to Change Your VoIP Account Server

This applies to customers with servers which are being decommissioned. Contact voicepulse or see How to Tell if You Are Affected above.

1. Note your location, this is important to know which server to use:

   1. East Coast
          nyc-primary.voicepulse.com or jfk-primary.voicepulse.com

   2. West Coast
          sfo-primary.voicepulse.com or sjc-primary.voicepulse.com

2. Login to your Admin Panel at cp.fonality.com

3. Click on Options --> VoIP

4. Click your VoicePulse account in the list of existing VoIP accounts

5. In the Server field, type the name of the server you chose from step 1 above (example: jfk-primary.voicepulse.com, change 'jfk' to 'sjc' if you are on the West Coast)

6. Click Update VoIP Account

Additional Troubleshooting

If you make the changes above and cannot make phone calls out your Voicepulse account, please try all of the following:

1. Confirm VoIP Account Settings

2. Verify your account has registered

   1. Click on Options --> voip

   2. Make sure the Voicepulse account shows registered on the far right

   3. If it shows as Not Registered, you need to verify your voicepulse username and password in addition to the Server you listed for the account (see above)

3. Verify your Voicepulse account is setup as an outbound trunk

   1. Click on Options --> dial plan

   2. In the list of existing dial plans, make sure you see voicepulse as the primary route

   3. If voicepulse is meant to be a secondary route, click on each dial plan and verify voicepulse is listed as either route #2 or route #3.  See How do I edit an existing dial plan?

4. Verify your firewall settings will work with SIP

   Switching from IAX (UDP port 4569) to SIP (UDP ports 5060 and 10,000 through 20,000 ) means you may need to make changes to your network or update your firewall rules.

   If you do not know how to complete this and you are getting one way or no way audio on calls, please contact your IT person or firewall manufacturer and give them these instructions:

   In order for voicepulse SIP service to work on our network UDP ports 5060 and 10000 through 20000 must be forwarded to the internal IP of our pbx. Also, any SIP protocols such as SIP ALG, SIP Debug, or SIP Fixup must be disabled.

   If you have trouble, view documentation from your firewall manufacturer or contact their support for help. The internal IP address of the PBX is located on the Options -> network page of the Control Panel.

Support Options

1. Login to your account center (www.voicepulse.com)

2. Click on the Support tab, click on Support Services link

3. Open a Support Services request

Explanation of Changes

The following is an excerpt from the broadcast email sent by VoicePulse:The original connect01,02,03 servers have successfully served many of our customers over the past five years. However, due to enhancements in our network infrastructure, improved call handling techniques, and better data storage mechanisms, the old servers must be decommissioned.

All customers using SIP must migrate from the older connect01,02,03 servers to the newer JFK/SJC servers. You must apply the changes in this email *before* the cutover date to minimize your risk of downtime.

 

All customers using IAX2 must convert to using SIP to continue using VoicePulse services. The IAX2 protocol does not allow for proper utilization of our infrastructure and poses too great of a support cost.

 

If you run into any issues implementing these changes, we encourage you to contact us via email (contact@voicepulse.com) or via the support center instead of by phone. Due to the large number of customers requiring assistance before the deadline, our technical support engineers will be able to provide better guidance and instructions via email. The best way to submit or respond to support requests is to log into your VoicePulse account and go to the Support tab. After you click on the VoicePulse Customer Support link, a new window will open. You can then click on My Stuff > Questions and you will be able to view your questions. You can then click on a specific question to submit a response. After you have submitted the new response, you can go through the previous steps again to view this response and verify it was properly sent.