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The adventures of Santa Clause and the village of mis-configured VoIP Elves – This one is going to be technical!

By November 29, 2016 Voip

Frontier Networks provides a Voice over Private Network service. From time to time we do see customer requests that want to operate our Hosted Voice Cloud on their existing network vs. a Frontier Broadband connection.

The answer is yes.

We are happy to accommodate this we. We want you to know that our Voice offering can be configured to run on a third party network.

There are a few differences.

We want you to know about a few things that you will need to accommodate at your end to make the user experience more enjoyable.

First since we are not the network provider to your office we cannot be the first call for support. This is not different than working from your work computer and trying to print. It could be an internal network or IT / desktop related issue.

Here is some troubleshooting:

The following are typically network or internal network related problems. If you experience these it is best to work with your existing IT provider ‘before’ opening a ticket with the Frontier Networks Network Operations Centre (NOC).

  • Echo on the call
  • Static on the call
  • Clicking
  • No audio
  • One way audio

These items are characteristics of network or devise interface mis-configuration. They are easily fixed by your IT provider.

Recommended troubleshooting:

Step 1.

Look at the physical layer review – the network cabling.

Patching – Make sure they are authentic and not ‘home-made’. This is a common problem. Patch cords should be replaced if not ‘authentic’ or vendor certified.

Terminations – Make sure they were done by a qualified cabling technician.

Cable quality – Seems obvious but you are looking for a minimum Category 5e cable type.

Step 2.

Look at the network layer – the LAN switching and routing.

Duplex Settings – all network and gateway devices including customer equipment should be ‘fixed’ vs. auto-sensed if there are call quality issues that can be linked back to a specific phone or group of phones.

QoS Markings – Confirm Customer equipment, QoS markings ‘on’ both the switch ports and router ports. Make sure the firewall ‘rules’ allow for Voip traffic types and that these

Configuring DHCP options on customer’s router (66 or 160, depending on the type of routers)

Firewall  – SIP ALG or SIP helpers should be turned off. Also, port 5060 UDP should be open.  Allow ICMP packets so Frontier can ping the site.

Network stability – Packet loss, Slow speeds, high latency can create voice quality and call drop issues.

*** If your network is down – your voice network will be down ***

Miscellaneous item

Headsets – Old headsets will ‘aggravate’ call quality. Use a newer USB based headset.

What now?

Have your IT provider or IT staff open a ticket and we will help diagnose from there.

Each reported incident should be opened as a ticket. For ‘each’ complaint we would like to see:

  1. Who originated the complaint?
  2. What user, what extension
  3. Details about the call. Specifically Was the call internal or external
  4. The to (terminating) and from (originating) number or extension
  5. Date and time
  6. What the problem was

From there, we can figure out what the problem is.

A bit more about Voice over Private Network can be read here:

‘OK’ Idea …. VoIP – ‘Great’ Idea… VOPN (Voice over Private Network)

SIP Trunks over a Private Network

How reliable is Voice over IP or IP Telephony?

About Frontier Networks


Frontier Networks Inc. is headquartered in Toronto, Ontario and provides Broadband Internet or MPLS, Voice lines or Cloud PBX (a replacement to old phone systems), cloud servers , colocation and our new Physical Security offering to Canadian Retail and Multi Site customers who demand world-wide coverage from a ‘new’ network. “We like to do traditional things in a non-traditional way”.  Frontier has built a network that connects to other networks. Think of them like a large ‘backbone’ of interconnected networks. They connect to every phone company, cable company, wireless and hydro/utelco in Canada and the US through a series of well-connected Points of Presence (POPs). Simply put ‘we don’t suck’.

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