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Line goes dead when answering a call?? Help

ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Line goes dead when answering a call?? Help

We use the PlusNet VOIP for our mailorder business and for the last few weeks the chances of us actually being able to speak to anyone who calls us is pretty slim.
Quite often the first couple of calls a day are as they should be then the next time we answer the phone their is perhaps a 2-3 sec silence, I do my Good morning spiel and then I get a dead phone tone. The caller gets total silence.  Huh

We use a LinkSys VOIP Phone Adapter and a standard BT phone.  The broadband access seems fine and very rarely drops out.
To the caller they get total silence.
To say this is losing us business is putting it mildly  Angry.  Does anyone know why this is happening and how we can get it to stop?
thank you
19 REPLIES
Community Veteran
Posts: 6,249
Thanks: 428
Fixes: 39
Registered: 30-07-2007

Re: Line goes dead when answering a call?? Help

Have you got the 'outbound proxy' configured correctly on the ATA, it should be natproxy.plus.net port 5082 ?
Failing that what router are you using ?
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

thanks for replying MisterW.  Where do I check what I have got for the outbound proxy?  thanks
Community Veteran
Posts: 6,249
Thanks: 428
Fixes: 39
Registered: 30-07-2007

Re: Line goes dead when answering a call?? Help

What model Linksys ATA do you have ? Hopefully I can then check the manual to see where the OB proxy should be set
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

it's a Linksys PAP2T, hope that helps.
Community Veteran
Posts: 6,249
Thanks: 428
Fixes: 39
Registered: 30-07-2007

Re: Line goes dead when answering a call?? Help

Here's the Gradwell setup guide for the PAP2T http://www.gradwell.com/support/kb/article.php?id=131
Since the PlusNet voip is actually supplied by Gradwell the setup is almost identical , just replace the 'proxy' with sip.plus.net and the 'outbound proxy' with natproxy.plus.net:5082.
I've no direct experience of using a PAP2 ( I use a Gigaset C475IP ) but hopefully Puddy might spot this thread as he's familiar with the PAP2 and, if the OB proxy doesn't turn out to be the problem , might be able to offer more ideas.
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

i have changed the outbound proxy so fingers crossed that will make things better.  thanks again
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Line goes dead when answering a call?? Help

Sorry for the delay Guys  here goes
UK Settings for Linksys PAP2 Device

Line Enable:  yes
sip port :5060 try 5062 for line 2
proxy :sip.plus.net                  Register: Yes
Make Call Without Reg: No       Register Expires: 3600
Ans Call Without Reg  :  No
Display Name: sip  id number    User ID: sip id number
Password: sip password           Use Auth ID: Yes
Auth ID: sip id number
Audio Configuration
Preferred Codec:G7LLu            Silence Supp Enable: no
Use Pref Codec Only:No           FAX CED Detect Enable:No
DTMF Tx Method: INFO
Line 1  Advance Settings
Proxy and Registration  
Outbound Proxy:natproxy.plus.net:5082
and put a tick in the outbound proxy  box
save settings
United Kingdom Regional Settings
Dial tone: 350@-19,440@-22;10(*/0/1+2)
Ring back: 400@-20,450@-20;*(.4/.2/1+2,.4/2/1+2)
Busy tone: 400@-20;10(.375/.375/1)
Reorder tone: 400@-20;10(*/0/1)
SIT 1 tone: 950@-16,1400@-16,1800@-16;20(.330/0/1,.330/0/2,.330/0/3,0/1/0)
MWI dial tone: 350@-19,440@-22;10(.75/.75/1+2)
CWT1 cadence: 30(.1/2)
CWT2 cadence: 30(.25/.25,.25/.25,.25/5)
CWT frequency: 400@-10
Ring 1 cadence: 60(.4/.2,.4/2)
Ring 2 cadence (BT Call Sign): 60(1/2)
Ring 3 cadence (BT Ring Back): 60(.25/.25,.25/.25,.25/1.75)
Ring 4 cadence: 60(.4/ .8)
Ring 5 cadence: 60(2/4)
Time Zone: GMT
FXS Port Impedance: 370+620||310nF
Caller ID Method: ETSI FSK With PR(UK)
Daylight Saving Rule: start=3/-1/7/2:0:0;end=10/-1/7/2:0:0;save=1:0:
UK dial plan
this will change problems when dialing number
( *x. | **x. | 0xxx xxx xxx. | 186 xxx xxxx | [1-8]xx | [1-8]xxx | [1-9]xx xxxx | 00 xxxxx x. | 141 0 x. | 1470 0 x. )

If that fails check the following in your firewall on your router
Login to it and look for these such settings:
- DDOS (Denial of Service)
- flood protection
- Intruder protection
If you find any of these settings, turn them off!
Most routers detect SIP calls to be a flood and cut out the call after 30 seconds or a minute
Puddy
ps Have you thought about buying a Grandstream BudgeTone 200 Voip Phone?  I got a brand new one for £20  I found these phones much better/less hassle to use than a pap2T
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

now I have made all these changes and we'll see if this does the trick.  I have checked the router firewall and it didn't have any of the above settings so really not sure what to do next.
Will a Voip phone stop the problem I am currently having?  I am loathe to buy something else if it won't solve the problem.
Community Veteran
Posts: 1,598
Thanks: 13
Registered: 29-06-2010

Re: Line goes dead when answering a call?? Help

Quote from: puddy
Have you thought about buying a Grandstream BudgeTone 200 Voip Phone?  I got a brand new one for £20

Where did you find that? I can't see them for much under £45.
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Line goes dead when answering a call?? Help

Quote from: Jaggies
Where did you find that? I can't see them for much under £45.

I got 2 at the time and they are brand new got them off ebay.
i am waiting until the 1/12/2010 to put them back on ebay and make a small profit!!!!
Puddy
puddy
Grafter
Posts: 1,571
Registered: 10-06-2007

Re: Line goes dead when answering a call?? Help

Quote from: ruthwhiteyoga
Will a Voip phone stop the problem I am currently having?  I am loathe to buy something else if it won't solve the problem.

I understand what you say but grandstream phones are easier to setup
but i hope it will fix the problem for you
puddy
[Moderator's note by Dick (Strat) Quote tag fixed.
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

well it's now worse than before and I am having to call back 40+ customers a day which is simply not workable.
Puddy can I buy your extra phone  Cry
Community Veteran
Posts: 6,249
Thanks: 428
Fixes: 39
Registered: 30-07-2007

Re: Line goes dead when answering a call?? Help

What make and model of router are you using ?
ruthwhiteyoga
Dabbler
Posts: 15
Registered: 02-05-2010

Re: Line goes dead when answering a call?? Help

it's a Thomson  TG585 v7 - provided by Plusnet