Why do my calls drop?

Dropped calls can occur for a variety of network or hardware related reasons. Below are some troubleshooting steps you can take to try and resolve the issue.

Is your Caller ID set incorrectly?

1. Click on Options --> settings

2. Verify that Global Caller ID is set to your company's main phone number.  This is also the number that your VoIP provider identifies as the main number for your VoIP account.

Some VoIP companies will not allow you to make a call if the Caller ID sent is different from the "main" telephone number on your account.  The VoIP companies use this as a security check to prevent telephony fraud.  

If the system could set any phone number we choose - 

If you are experiencing dropped calls and you have a VoIP trunk to the PSTN, please complete all of the following steps before contacting Fonality Support (because we will be asking you for the answers to the questions below):

Establish the quality of your connection

1. Browse to http://www.bandwidth.com/tools/voipTest/

2. Allow the test to complete

3. Copy the results into a text document or Fonality Support ticket

The results of this test tell you and Fonality Support how many calls you can have established at the same time. It will also provide feedback on latency over your network and ISP connection.

Enable QoS to prioritize VoIP traffic

Fonality Support does not assist customers with customer-provided networking equipment.  For basic information about QoS (Quality of Service), please read Wikipedia's QoS article.  Every manufacturer of networking equipment implements QoS differently.  Please see the Admin Manual for your device(s) in order to configure QoS.

Identify a pattern to the dropped calls

1. Track any calls that drop and try to determine if there is a pattern to the drops.  If every call disconnects within the first 30 seconds, for example, Fonality Support needs this information in order to quickly identify the issue.

Test your network hardware

1. Test all switchports where phones connect

2. If dropped calls are only happening on one phone, try moving the data cable to another port that is open or is known to work

3. Bring in a wiring consultant to test the wiring in your office if the problem only occurs on a few select phones

Debug logging

Fonality Tech Support Engineers may need to enable additional debug logging before they can determine the exact root cause of your dropped calls.  If you submit a ticket or call us, and we tell you we need to enable debug logging and have you report the next dropped call, please understand that without the additional information provided by debug logging, we will not be able to understand the exact cause of the issue.