Today is:
Basic Training

Chapter 1
This chapter includes how to set up an VOIP device in a local network. It covers the topics of router, switch, hub and firewall.

Chapter 2
This chapter includes the topic to install and setup USB phones on windows. The training includes a detail level on how to setup the driver manually for USB devices.

Chapter 3
We provide training to better support VOITSP Inc. partners worldwide. Case based troubleshooting for technical issue in VOITSP network is with more accurate approach.

Chapter 4
VOITSP Inc. has a wide range of trobleshooting knowdlege base for VOIP device. In this chapter we will provide real life examples on the frequent problems encounter by some end users.

Chapter 5
As there are many different brand of routers and firewalls in the market, we provide some hand-on configuration to setup a VOIP phone to get through the firewall. Once you have complete this training, you should be able to solve the most frequent firewall problems.

















































































































Our training has provided successful support to all our global partners in the VOIP field. We provide basic training for general technical support to better serve clients and we also provide advanced training for setting up VOIP server and VOIP Business Management System (VBMS).

Chapter 4: Troubleshooting Guide

* Always ask customer for their IP phone number and PIN number. Check GK for account status, acquirable account balance.

** When customers' IP phones fail to connect, use customers' account information on your USB phone or RJ45 phone and test these accounts.
Case Study 1: End user can receive calls, but can’t make calls.
Solution:
  1. Check account status. Make sure account is in “normal mode and have sufficient fund to make toll calls.
  2. Call network administrator or ISP tech support for network routers/firewall setup. Disable router firewall or enable certain ports for VoIP traffic and signaling, Disable Microsoft firewall. Allow access from:

cndegk.meritcall.com

usgk.meritcall.com

Ports open for VoIP: 1710,1719,1720,1721,1722,1730,6000,and 6001

Case Study 2: I can hear voice from the other caller, but they can not hear me.

Solution:

  1. Check bandwidth. The bandwidth must be 28kbps or better on both direction. Disable or lower security setting on hard firewall and soft firewall.
  2. When use USB NetPhone, check if the USB module driver and motherboard driver are up to date.
Case Study 3: Why am I hearing choppy voice?

Solution:

  1. Check upstream and downstream bandwidth.
  2. End users computer operation system must be Window 98SE or later.
  3. Do test connecting NetPhone bypassing home router or try NetPhone on another network or PC.
  4. Download the most updated USB user interface from your own URL to your website.
  5. When it happens on USB phone, double check on sound card driver.

Case Study 4: Shows “Login Failed, Security Denied /p>

Solution:

  1. Ask end user to register their account at My Account.
  2. Administrator goes to GK and reset end user’s password.
  3. Ask end user’s login phone setting on IE browser, use password 1234. Double check account ID, phone number, and PIN match with GK.
  4. Check on end user’s account remaining balance.
  5. If someone else is using this same account, have the end user log out from another PC. It could be the USB user interface running on multiple PC simultaneously as well.

Case Study 5: Shows “Wait for login and idles

Solution:

  1. Ask end user to register their account at My Account.
  2. Hard reboot the phone (unplug the power from the phone completely).
  3. Double check end user’s internet connection. Ping usgk.meritcall.com for connectivity and % packet loss.
  4. Ask end user to login the phone setting from IE browser, use password 1234. See if account ID, phone number, and PIN match with GK. Server 2 address is usgk.meritcall.com.
  5. If end user’s NetPhone is connecting through a DHCP network, the end user can do a “Restore Factory to restore all default parameter.
  6. Administrator reset end user’s PIN at GK.
  7. Upgrade to the latest version of firmware. Choose Advanced Settings at IP phone Upgrade Now!

Case Study 6: USB interface shows “Device not found?after software installation

Solution:

  1. Some version Windows OS are lacking of USB netphone driver. The driver can be downloaded from Windows Update.
  2. End user can go to Control Panel a Add Hardware to install USB NetPhone as a net phone.
  3. Reboot PC and start NetPhone interface.

Case Study 7: USB interface shows “Edit Server Information?/p>

Solution:

  1. Double check if the internet connection is working properly.
  2. If your PC is inside a firewall, make sure to enable NAT on the firewall and add ports mapping options.
  3. Run NetPhone interface.
  4. Click on “settings" button.
  5. Input usgk.meritcall.com in the Server 2 box.
  6. Login (click on the check).

Case Study 8: A lot of background noise

Solution:

  1. Noise caused by using the speaker phone.
  2. Check upstream speed.
  3. Call ISP for an S/N ratio checkup on last mile.
  4. Check your SIS chipsets version. If your PC has chipset SIS 620 or older, please download the patch from www.sis.com which will make your PC compatible to USB device.

Case Study 9: The account has been used

Solution:

  1. Log out from the running USB interface.
  2. Reboot PC, there might be a running interface demon.
  3. Account has been hacked on public computer.

Case Study 10: Windows freezes when you unplug the USB phone

Solution:

  1. USB NetPhone is a hot swappable USB device. It should be able to plug and unplug anytime during the operation.
  2. Some older Windows OS like Windows 98, Windows ME’s USB driver will cause freeze screen when any USB device is unplugged from the workstation. End user will have to reboot the computer.
  3. Have customers download USB interface patches from PC manufactory websites or from www.SIS.com.

Case Study 11: Number unreachable

Solution:

  1. The other party’s IP phone is offline.
  2. The other party’s network has a firewall.
  3. Have the other party ping GK usgk.meritcall.com and check if there’s any packet loss or network latency..
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