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mennospeak
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PostPosted: Sat Jan 28, 2006 10:34 pm    Post subject: Can not use non-Vonage voice mail and bridges services Reply with quote Back to top

CANNOT USE NON-VONAGE VOICE MAIL AND BRIDGING SERVICES. KEYSTROKE SIGNALLING NOT RECOGNIZED.

I recently went round and round with Vonage on not be able to “Touch Pad” signal to legacy voice mail and audio bridge systems. My Vonage setup centers around a MOTOROLA VT1000 adapter supporting two phone lines. My primary line is setup with all features including voice mail. My other line is not configured with feature nor voice mail. This secondary line is used to access a legacy voice mail and audio bridge system by dialing a telephone number, keystroking in a password number to gain access to a bridge or voice.

Vonage must have upgraded some network elements, because my secondary line stopped working. I could not keystroke in a password number and have it recognized.

I call Vonage support and after 4-5 tries, I was connected to Richard, a tech rep, who listened carefully to my problem. Richard said my MOTOROLA VT1000 adapter had two settings for the problem. He did not recommend changing the setting. I asked him to make the change. He did. He told to re-boot my VT1000 and he would call me back. I rebooted the VT1000. When I got dial tone, I made calls to my legacy voice mail system and was able to keystroke signal my password number to gain access. I called my bridge service. I was able to keystroke signal my password to also gain access. When I tried calling Vonage voicemail, I got the canned recording asking for a password BUT the system did not recognize any keystrokes. I was excited. I awaited a call back from Richard to share the new. He must have gotten busy. I did not receive a call. So I called back in and spoke with another tech support person, RK, who after reading the log left by Richard and listening to my problem was convinced that LINKSYS RTP 300 would fix my problem because the LINKSYS RTP 300 was able to setup a profile for each line. So the theory was one profile would be set for one line which would allow me to use the Vonage email. The other profile would be set so that it would work with my non Vonage email and conference call application. In addition, the LINKSYS RTP 300 had four options to deal with my DTMF problem where as the MOTOROLA VT1000 only had two options. I was ensured that my problem would be corrected. He put in an order to ship me out a LINKSYS RTP 300 and a return order for the Motorola T1000.

I went out onto the internet to see what problems were associated with the LINKSYS RTP 300 box. It has issues. One issue cited was the problem I was trying to solve. I called back in to Vonage again and talked with Norbert. Norbert started to talk with me when your IP network went down taking out the Vonage support Voip phone system

Later I called in again to Vonage and talked with Goldie. I received a similar statement that the RPT 300 would solve my problem. I asked Goldie a simple question on my DTMF problem. I told him that the MOTOROLA VT1000 offer two settings for DTMF. One setting for sake of discussion I called Tech Solution A and the other for sake of discussion I called Tech Solution B. I stated the setting "Tech Solution A" allowed me the ability to use Vonage voice mail and did not allow me to use my non-Vonage voice mail and bridge service. Setting "Tech Solution B" allowed me the ability to allow me to use my non-Vonage voice mail and bridge service but not Vonage Voice Mail.

I went on to ask Goldie if he knew for a fact whether "Tech Solutions A & B" were two of the four options provided by the LINKSYS RTP 300. I did not get a direct answer. We went around and around with the question but the question just was not getting answered. Tempers flared. Finally, Goldie told me to call advanced services after 8:30am the next morning. I called advanced services and spoke with Charles. Charles looked up the LINKSYS RTP 300 spec and could not answer the question. I asked Charles whether the LINKSYS RTP 300 supported individual line profiles as stated earlier. Charles told me that the DTMF settings were on a box bases NOT a line bases. We agreed that to handle my problem would require two terminal adapters.

I thought about the problem. I weighed the pros and cons about using the LINKSYS RTP 300 as a solution now that I knew that I could not get to a single box solution. I decided to reject the delivery of the LINKSYS RTP 300 and go to the open market and procure another T1000. This decision was based on the fact that I have a complicated home network. The MOTOROLA T1000 is a proven solution that fixes my problem. The T1000 can be easily added to my network. I called Vonage again and talked to Raj in India. He told me to reject the delivery of the LINKSYS RTP 300. Once I rejected the delivery, the LINKSYS RTP 300 would be returned to Vonage and my return order request would be cancelled. I hope this works smoothly because the return order request require that I deliver the old Terminal Adapter back to Vonage within 15 days or get charged $100. I ordered another MOTOROLA VT1000 off the internet and am currently awaiting its arrival. I plan to use the "Retail Activation" feature of on the Vonage Website to swing my primary phone to the new MOTOROLA VT1000 in order to get to Vonage Voicemail.

I wondered what the “Tech Solution A and B” might be doing. So I did more research on the internet on my problem which I have now label “unable to do keystrokes signaling when working with legacy voice mail and conference bridge applications.” Surfing over to an Internet Voip standards website I ran across RFC 2833 “RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals.” In this document one finds out how legacy telephony signaling is handled for Voip over the internet. Keystroke signaling is classical telephony signaling. Keystroke signaling uses “dual tone multi-frequency (DTMF)” audio tones that one hears when they press a button on the telephone. These audio tones are sent over the same electrical path as your voice goes over.

In the traditional telephone service, one dials a telephone number to get their voice mail. The voicemail system is equipped with DTMF detectors that capture the keystroke tones in order for the voicemail system to use them to unlock your voice mail box.

RFC 2833 provides information on how the Internet Voip handles this situation. It provides three primary ways that use internet properties to provide keystroke DTMF signaling. The three ways can be used individually or in various combinations with each other. Using various combinations can provide more signaling reliability. The three primary schemes are:

1. Traditional Signaling where the keystrokes DTMF raw tones are packetized with voice and streamed across the internet where the signal and voice packets are unpacketized and converted back to their original form. This works well if one has good internet bandwidth and implores good encoders/decoders. G.711 encoders/decoders are good. They require 90 KB bandwidth.

2. Compressed Signaling where the keystrokes DTMF raw tones and voice are packetized using schemes that compress information in order to save bandwidth. This works o.k. but requires special hardware at the receiving telephone endpoint in order to properly decode and uncompress the sent tones and voice information.

3. Information Signaling where raw DTMF tones are not packetized. A few info packets which contain explicit information (e.g. tone frequency, interval) are constructed. These information packets are beamed across the internet along with voice packets to the receiving telephone endpoint. The endpoint uses the explicit information to understand that a tone is sent. Whether the tone is actually reconstructed and used for keystroke signaling or whether the information is just directly used by the endpoint to say the keystroke signal was sent is dependent on the endpoint equipment.

Scheme 1 closely emulates traditional phone service; however, it consumes more bandwidth and is subject to delay and latency times seen on the internet. Scheme 2 emulates traditional phone service however requires special handling at the endpoint. It consumes less bandwidth and less subject to delay and latency times seen on the internet. Scheme 3 uses the least amount of bandwidth and is even less sensitive to delay and latency times. Scheme 3 requires specialized treatment by the endpoint. This treatment varies with regards to application.

For me, my Vonage phone would not work with my non-Vonage mail system and conference bridge. These systems would not recognize keystroke signaling one has to do to enter a password to gain access. My Vonage voice mail system worked fine. I could not assess my non-Vonage mail system and conference bridge. For this situation the VT1000 was set to the default DTMF setting (Tech Solution A). This setting appears to be using some form of scheme three.

When changing the default DTMF setting to Tech Solution B, I could keystroke access my non-Vonage mail account and conference bridge. I could not keystroke access my Vonage mail account. Tech Solution B appears to implement scheme 1. My non-Vonage mail account and conference bridge are two different legacy applications. They require the in-band signaling of scheme 1.

Vonage voice mail appears to use info packets which requires scheme 3.

What I deduce from this analysis is Vonage default setting (Tech Solution A) for the MOTOROLA VT1000 may provide general support for RFC 2833. The other setting (Tech Solution B) significantly reduces support of RFC 2833. It provides only scheme 1.

For my Vonage service, scheme 1 (Tech Solution B) fixes the problem for the secondary phone I use with my non-Vonage email and conference bridge applications. I did not configure this phone with any features or Vonage voice mail. For my primary phone, I require Tech Solution A. This phone is fully configured with all Vonage features including voice mail. For my service needs, I now understand why I require two adapters. I am saddened by the fact that Vonage makes me purchase an additional adapter. Perhaps a new generation of terminal adapters will provide for per line feature profiles that will allow the flexibility require by this customer to have a one adapter solution.
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navydavy2001
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PostPosted: Sat Jan 28, 2006 11:51 pm    Post subject: Reply with quote Back to top

Judging by the complexity and scope of your post, it seems to me that the best option for ALL of us is for you to join the Vonage team and help teach them.

Seriously though, you've done your homework and I hope it turns out for you. Just remember, Vonage is not made with the geek who understands all of this in mind. It's made for the joe blow that wants cheaper telephone service, and can't spell D-T-M-F. When we approach Vonage with a new and unique issue (you'd think the engineers would be catching them too) there is a period of "Duh-ism" that lasts for awhile until enough people complain.

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OldSnipe
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Posts: 249
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PostPosted: Sun Jan 29, 2006 6:07 pm    Post subject: No Clue Reply with quote Back to top

I haven't got a clue what mennospeak said! And all this time I was under the impression that telephones were for talking to other folks!

For $15.00 bucks a month I don't expect to talk to the space station.

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