Frequently Asked Questions

General Questions:

You can get a good idea of what you would need for a single call via this Bandwidth Calculator  However, the bandwidth that VOIP uses is only a small part of the story. See “Preventing Bad Audio Quality” for much more.

A MAC address, aka media access control address, is a unique identifier assigned to network interfaces for communications on the physical network segment. The MAC address of your pc or laptop (or any networking enabled device) is found in the details of the network configuration. Look at the details of your connection and look for the MAC or Hardware address. The MAC address of a pc or laptop is not needed for the Softswitch unless You want to provision a softphone. The MAC of most devices such as phones and other cool products have the MAC address written on the back/bottom, often on some label/sticker, and very small. Example: 01-23-45-67-89-ab or 01:23:45:67:89:ab

Check that your phone is connected to a router or other device that would provide an IP address. Check if your phone is setup with a static IP or setup to obtain an IP via DHCP.

If connected via DHCP and you cannot connect, try rebooting the phone. If your phone still does not connect, try another device such as a laptop to see if it is obtaining an IP address. Try rebooting the phone.

If connected via Static IP and are unable to connect, double check that the IP is input correctly.

You need to open Allow TCP 80 and 443” for Wink start if you installed Kazoo-UI or Monster-UI Allow RTP traffic for audio streams ports 16384:32768

Allow KAMAILIO traffic TCP port 5060 TCP port 7000 UDP port 5060 UDP port 7000 Allow TCP 8000 and 8443 for Crossbar TCP port 8000 TCP port 8443 for secure SSL API

If you run into the problem that your phone will not register, follow this guide to get your device registered:

  1. Do you have an Internet connection available for the device you need to register, and have you tested the connection?
    1. (Open a command prompt and type “ping” if you get a timeout, you have no proper internet connection, fix that first.)
  2. If you use a custom SIP realm please allow some time for DNS to propagate. You might need to wait a while for it to propagate. Please login to the platform and make sure you are using the proper realm, username and password.
  3. After that ping the realm you use for registering to the platform so: ping “realm/registration server here”. If that fails, take some notes:
    1. If it fails with a message stating that the host could not be found it means that you have (or there is) a DNS problem. As we have a redundant DNS setup it’s unlikely that we can’t be reached. Try to flush your DNS cache (Windows: ipconfig/flushdns in command prompt), after that try again.
    2. Try to ping via a web service such as Ping Test. Web services use their own DNS settings and will allow you to check if they can ping that realm, if they can you should be able to so as well. If you can’t something is wrong! let’s assume that you can’t, it’s more fun.
    3. If the web service is able to ping that realm, you have confirmed that you have a DNS problem, solve it by setting other DNS servers (I suggest Google) for your internet connection. Follow this guide.
    4. Test the above again, you should be able to ping the realm now, if not you may want to seek the assistance of a professional.
  4. Lucky you – your connection and DNS are working fine now? So, you can ping the realm now, that means that there is a connection possible between you and the platform. Is your phone registered now? No?
  5. Please login to the platform and make sure you are using the proper realm, username and password, double check it and be sure to type your password, do not copy and paste!

You should be able to register now, there is no reason why it should not work. Registering is easy!

Purpose: This article will discuss identifying the causes of bad audio and how to track it down. Almost all reports, percentage-wise, of bad audio, turn out to be caused by congestion on the customer’s Internet Service Provider (ISP) connection. See Preventing Bad Audio Quality. However, that doesn’t mean we automatically dismiss audio quality reports. When bad audio is caused by our system, because of something like server(s) being overloaded, quick action is required or things can quickly become really bad affecting large groups of customers. We strive to not let this happen by proactively monitoring with automation and manual check to make sure that things are operating normally.

Considerations: One of the first things what we look for as an indicator that it is NOT likely congestion on the customer’s ISP connection is whether the person on the other end of the call, not the customer, hears the bad audio. The next big indicator is the number of reports. When there is a problem with our systems we usually fairly quickly get a number of tickets on bad audio. There are some other indicators that we consider as well but those are the main two. We will elaborate more later in an update to this article. Most other bad audio cases are due to congestion to the customer’s site as stated earlier. See Preventing Bad Audio Quality.

Tools for Diagnosis:  One of my favorite tools to investigate the cause of bad audio is PingPlotter.

PingPlotter resources:


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