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compugeeks
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PostPosted: Fri Mar 10, 2006 4:09 am    Post subject: Double inbound calls from same party/caller when call FWDING Reply with quote Back to top

first post, long time Vonage customer. doozey of a problem though.. k here it goes:

my setup:

connection:
charter digital cable business package with tested 5Mbit down 1Mbit up average test shows around 4750/980. (dedicated 5000/1000 connection is only used for Vonage nothing else)

device:
(2)rtp300's w/ firmware 1.00.6

usage:
4 lines, 2 boxes total, ip address modified to 192.168.16.1 to work with second rtp300 in tandem.

here a little more background/history,.
i have had Vonage service for 2 years + now never had this problem before with call forwarding etc. the problem started happening when i decided to port my sprint phone over to Vonage around december 22nd, '05 (the boxes i have used in the past were motorola boxes and the new boxes i got for this line are the rtp300's. but it doesn't appear to be a box prob since it persists even when they are unplugged and relying on network U/A forwarding)

heres the issues(s):

the biggest problem, is that i am getting double calls from the same callers, with wierd outcomes from each. more specifically, i receive probably 30-50 calls a day on average through my business line, this is my my main advertised number in the YP.
i have call forwarding configured to ring into my cell phone. and have network unavailability setup to call my cell as well, in case the connection goes down.

when i get a call, roughly 1 out of every 3 - 5 calls will be as follows.
phone gets answered by me.
we begin talking interactively both hearing each other just fine for about anywhere from 3 - 10 seconds when suddenly i will get a call waiting interrupt with caller id showing the exact same caller number that rang through just a few seconds prior. at this point the other party will suddenly hear ringing like i never picked up in the first place and then my voicemail from my cell phone picks up for them. but the strange thing is, although i cannot hear the ringing or the voicemail picking up on my end, i can still hear the caller on the phone but they cannot hear me. sometimes they laugh like i hungup on them or say hello? hello? or one time they told someone next to them that i had sent them to voice mail in the middle of our conversation.



thats the basis of the problem, now here's what i have done to trouble-shoot and isolate the problem.

i have changed the forwarding to another cell phone provider (from sprint to t-mobile) and even tryed it forwarded to a land-line phone (SBC/att) the problem persisted.

i unplugged the rtp-300 box and tried to a network unavailability number forward. still the same.
i tried setting a 5 second delay for call forwarding, answering only through the hard wired phone to the rtp-300 and this appeared to solve things but only for the hard line still persists on the forwarded phone. but in order to run my business as an in-home computer repair tech. i have to have my phones forwarded to my cell or i lose business big time. my yellow page ads and my phone are my two critical parts of my business and ability to make money.
i have cleared out my voicemail on the Vonage line, even disabled voicemail entirely, with no luck.
i dropped the voice quality to lowest setting
still there..

couple weeks later i order my wife a line for her business (not ported phone, new Vonage issued number) and she is having exact same prob to a T!

i have spent countless hours with Vonage tech support level I II and III (they call it engineering i guess) a big long ticket exists with all this data. they put me on their test server to monitor all calls in and out. but now everytime i call back in the see what was found using my ticket number they claim they dont know whats causing the problem and attempt to start trouble shooting from the beginning, like ok lets try reseting the viop box for a few minutes. etc etc. im pulling my hair out guys and i dont know what else to try or do. can someone pleaase help! i know there are a few Vonage geeks / experts here, i have read some really impressive posts. and thats why i decided to join and see if someone can help me out.

thanks in advance,

Compu-Geeks
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Datahazard
Vonage Forum Master
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Fri Mar 10, 2006 4:36 am    Post subject: Reply with quote Back to top

Try not forewarding to the same number as your Network Availability number. Also, on each line that this is happening, disable and reenable your voicemail, this completely rewrites the CallFlow configuration file on the server. If you have a ticket number PM it to me.
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compugeeks
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Joined: Mar 10, 2006
Posts: 3

PostPosted: Fri Mar 10, 2006 10:45 am    Post subject: Reply with quote Back to top

Datahazard wrote:
Try not forewarding to the same number as your Network Availability number. Also, on each line that this is happening, disable and reenable your voicemail, this completely rewrites the CallFlow configuration file on the server. If you have a ticket number PM it to me.
thanks data hazard,

on the first idea, i'll try that right away. that kinda makes sense that the network NA forwarding and the standard call forwarding could be both trying to call through. the second idea you posted about the voice mail i tried several times while on the phone with support. and they said the same thing about overwriting all the data fixing any that might be corrupt.


any other ideas? that might be happening. if the above idea fixes it ill post my findings here.
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compugeeks
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Joined: Mar 10, 2006
Posts: 3

PostPosted: Fri Mar 10, 2006 11:11 am    Post subject: Reply with quote Back to top

Datahazard wrote:
Try not forewarding to the same number as your Network Availability number. Also, on each line that this is happening, disable and reenable your voicemail, this completely rewrites the CallFlow configuration file on the server. If you have a ticket number PM it to me.



well although i was hopefull that idea didnt work either problem still persists.. any more ideas? im getting deserate now :-O
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Datahazard
Vonage Forum Master
Vonage Forum Master


Joined: Dec 18, 2005
Posts: 185

PostPosted: Mon Mar 27, 2006 11:10 pm    Post subject: Reply with quote Back to top

At this point, were I still a Vonage employee, I would escalate the issue to tier 3 call processing, however, as this is not the case, try getting tier 2 support or advance install on the overnight shift. I know almost all of those guys, and they might be the best techs there, and should be able to get it fixed or escalated in a timely fashion
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