PSTN Failover and Failed Inbound Calls

#1
Hi All

Our phones were offline pretty much all afternoon and we only realised about 5pm when a client called my mobile to inform me that our phones were ringing as Number Unobtainable.

The phones were still showing as registered on the handsets (Snom 300) and did not show NR until we tried to dial once we were made aware of the problem at about 5pm, upon trying to dial the phones presented a dial tone initially and then died. In this instance, and any other where the fault is at your end and the phones are showing as registered, will the PSTN Failover work?

I would really appreciate an answer as inbound calls are my business, and without them I am losing money.

Many thanks
Marcus
www.vinyltodigital.co.uk
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#2
The inbound call problem only lasted about 12 minutes and would not have affected your phone's ability to make outbound calls or whether it could register or not.

Your phone may need a re-boot.

Can you also check that its registration time is set for 60 seconds - that way we can detect a failed registration and invoke PSTN failover quickly.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#3
Hi

Thanks for the reply but what I really want to know is the following:

If there is a fault your end, will the pstn failover work?

Also, can you give me any idea why the phones showed registered but we could not take calls all afternoon? The phones needing a reboot is all very well and good, but if we dont know about that, then how can we do anything about it?

I have set PSTN failover, and signed up the RSS announcements feed so hopefully that will help, but I still would like an answer on the PSTN failover question about whether that will work if you guys have an outage.

Thanks
Marcus

PS - Registration is set at 60 seconds
www.vinyltodigital.co.uk
Copy VHS to DVD & Vinyl to CD

#4
The failover to PSTN is mostly there to cope with a failure in YOUR network & it works by our network detecting a failed registration from your phone caused by you losing power, a broken phone or you losing your network connection to us & ie a failure at your end of the service.

For failover to work, our systems need to be fully functional to invoke it & if we have a problem, we will not always be able to implement a failover.- but it will depend on the fault and where it was.

The way our systems work is that we have redundancy and failover in all parts of our platform so it would now have to be a devastating fault to affect all customers for anything more than a few minutes; faults will inevitably occur but they should be of short duration, not all service affecting and not population wide.

We have some ideas for failover during devastating events, such a catastrophic power failure, acts of terrorism etc which would also work for less dramatic events too, but we are a few months away from that.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#5
marcusmiller wrote:Also, can you give me any idea why the phones showed registered but we could not take calls all afternoon? The phones needing a reboot is all very well and good, but if we dont know about that, then how can we do anything about it?
That would not be normal, but are you sure you could not take calls ?(apart for 10 minutes or so around 5pm)
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#6
We did not take a call all afternoon from about 2pm onwards, we received a call around 5pm telling us our number was giving out unobtainable and when we tried ourselves it was failing to connect at all. It was not going to voicemail or anything else, it was simply failing.

Obviously, I cant guarantee that the phones were down from 2pm till 5pm but we are a busy office, and I can't think of a period in the last four years when we have had no calls from 2pm till 5pm so it would be an unprecedented period without calls if that was the case.

If your failure was about 2pm, then why were our phones still in a failure state at 5pm? It is not a single phone scenario either, this affected three phones on Voipfone PBX all in the same way.

In my understanding, how can this even be a problem our end? If our voipfones had fell over, then a call would still be answered by your network even if it could not be routed to our Voipfone PBX. As it was, all the calls our client made and we made ourselves from various landlines and mobile networks were getting a number unobtainable message. I can only come to the assumption that the failure you had at 2pm had some kind of knock on effect which was not recognised within the system till we tried to dial out.

What was also strange was that whilst we were getting number unobtainable the phones were showing as registered, it was not till we picked them up (to a dial tone) and attempted to dial that they all suddenly fell of the network and showed NR, then a few minutes later they were working again.

I am guessing a reboot about 2pm after the problems would have sorted this, but how were we to know that we needed to reboot - i would be happy to pay for the messages for an SMS alerting system for these kind of issues.

We have only been with voipfone a few weeks and we are really worried, our current impression is that at the moment is that the service is just nowhere near stable enough for us to use as our primary system but maybe we have had a bad run of things which is not truly representative of the systems stability as a whole?

I really hope this is just teething problems as the virtual pbx is great and I would really appreciate any help or feedback you can give me so I can understand this the better and deal with any problems better.
www.vinyltodigital.co.uk
Copy VHS to DVD & Vinyl to CD

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