[vc_row][vc_column][vc_tta_tabs style=”modern” color=”green” spacing=”20″ active_section=”0″ no_fill_content_area=”true”][vc_tta_section title=”Troubleshooting” tab_id=”1441874172163-094e5af5-15d5″][vc_column_text]VoiceLift provides the best and most efficient customer support 24/7.
We understand the inconvenience of having no phone service. We also understand the urgency of restoring your service. VoiceLift support technicians are always here to work with you in these mission critical moments.
Power outages and/or ISP problem are the most likely causes for VoIP service outages. Regardless of the cause we are here for you. Please consider the suggestions below prior to contacting or support staff.[/vc_column_text][vc_separator][vc_wp_text][table id=1 /][/vc_wp_text][/vc_tta_section][vc_tta_section title=”Installation of VoIP Line” tab_id=”1441874172283-f430400e-9d32″][vc_column_text]When you receive your ATA, (Analog Telephone Adapter) the equipment is ready to go out the box. We pre-configure the equipment for a true plug-and-play experience. Noappointment necessary. No messy technicians in your house. Set up is quick and easy!
Once you open the ATA box you will find a power cord, an ethernet cable (RJ45), and the ATA.
See below sets to activate your service.
Power down your computer, modem, and router:
. Plug in the power to the ATA.
. Connect ATA to your router with ethernet cable.
. Power up modem and router.
. Plug your home phone into the ATA or directly into the phone wall plate to activate all the jacks in the house.
. Pick up the phone and make a call.
If you still require help, contact VoiceLift.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Installation with a DSL Connection” tab_id=”1457502505590-870e0fc4-68f6″][vc_column_text]
INSTALLATION WITH A DSL CONNECTION
DSL connections can be more challenging since most DSL modems are also routers and supply DHCP. Some even have firewalls and will do SPI state-full packet inspection. This can cause double NAT issues, one-way audio and other connectivity problems.
WHEN INSTALLING FOR THE FIRST TIME YOU MAY WANT TO FOLLOW THESE STEPS:
. With an Ethernet cable connecting the ATA (Analog Telephone Adapter) directly to the DSL modem, and a phone connected into the first phone port, power up the ATA. Check for dial tone, after waiting for a minute or two. If you have dial tone then check for two-way audio. If you have two way audio, then:
. Connect the router to the DSL modem, using the router as a switch (disabling DHCP).
. If you do not get a dial tone, or have one-way audio then, you will need to make the DSL modem a bridge and set the router to connect using PPPoE. This will require the correct username (in the correct format) and password for your DSL account.
After configuring the DSL modem to a bridge the next step will be to configure the router/IAD to use PPPoE as it’s connection type.
INSTALLATION IN A BUSINESS NETWORKED ENVIRONMENT.
Installation in more complicated networks may require special configurations, depending on the actual network. One of the most important correctable issues would be to check for double NAT.
A few ideas to overcome installation problems are:
. Connect the ATA directly to the first device and check for two-way audio. If you get one-way audio or no dial tone, then the issue will most likely be SIP unfriendly NAT, or a firewall that is not allowing the needed packets to cross.
. Try port forwarding or IP tunneling; send the needed packets directly to the ATA. These will usually be UDP ports 5060, 5061 and a range of higher UDP ports. You will need to get the exact ports from VoiceLift.
. Place the ATA in a DMZ or perimeter zone, or
. Place the ATA outside any firewall and NAT, allowing it to receive a public IP address.
REMEMBER THAT DIFFERENT NAT TRANSVERSALS AND FIREWALLS CAN PLAY HAVOC WITH SIP.
The issue occurs due the nature of the VoIP protocols. The signaling of the device is handled by one protocol, but the voice is handled by another protocol. The voice protocol may not be associated with the device, so the router does not know where to send that information. The result can be one-way audio.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”Installation of VoIP Fax Line” tab_id=”1457502509322-66ca6112-986c”][vc_column_text]With some older fax machines you may encounter dropped faxes. The cause is a dial tone error returned to your fax. Here are some settings that will help.
You may need to look in your manual or your manufacture’s website :
. Disable ECM (Error Correction Mode)
. Lower send and receive speed (RX & TX rate)
. Enable “Over-Seas Mode” (only if the first two do not work)
If you still require support, contact VoiceLift. Have make and model of fax ready.[/vc_column_text][/vc_tta_section][/vc_tta_tabs][/vc_column][/vc_row]