Cannot Dial Extensions

Posts: 3 · New Forum Member Joined: Nov 28, 2006 Posts: 3

Hi,

We use Vonage as a solution for our telecommuters who work from home. Several have expereiced trouble dialing extensions on our corporate phone system. Often times the system does not pickup a number they dialed. I have had users hold numbers down for a longer time and pause in between numbers with no luck. We have no problems when dialing from other phones.
We are using the "Uniden UIP1869V" phone.
All users have very good internet connections, at least 1.5 Mbps down and 768 Kbps up.
All speed tests are good and we experince no issues with any of our VPN software.

Posts: 135 · Posted: Tue Nov 28, 2006 2:05 pm Post subject:

oh are you using a pbx system?

Posts: 3 · New Forum Member Joined: Nov 28, 2006 Posts: 3

yes, 3COM NBX 100.

Posts: 135 · Posted: Tue Nov 28, 2006 2:20 pm Post subject:

oh I see
well to give you a heads up pbx systems will not work with Vonage, because it may create confusion in the Vonage line,
http://www.vonage.com/help.php?article=1037

hope this helps

Posts: 3 · New Forum Member Joined: Nov 28, 2006 Posts: 3

hmmm...does this mean they will not work with PBX systems in the office? Where the Vonage phones are installed there is no PBX, they are calling into a PBX system. It is hard for me to believe that Vonage phones cannot call into a PBX.

Posts: 135 · Posted: Tue Nov 28, 2006 3:44 pm Post subject:

well as indicated in the article try to talk to the provider of your PBX system, if they can try to hook up your voange line to your PBX

Posts: 253 · Vonage Forum Master Joined: May 23, 2006 Posts: 253

there's no assurance that this will work perfectly.
Wink

Posts: 2257 · Posted: Tue Nov 28, 2006 4:22 pm Post subject:

When you call a PBX, or any other menu-driven system, with Vonage there may be issues with getting the touch tones to be recognized.

I have not experienced any problems with my Vonage line, running on a WRTP54G. But I have heard of others having issues.

The problem originates from the nature of touch tone signaling over Voip. Unlike traditional land lines, where the touch tone is simply transmitted as another sound, Voip devices detect and reproduce the sound on the "other end". This causes occasional oddities like hearing a rare touch tone beep during a busy conference call, when the sounds in the con call combine "just so" and sound like a touch tone to my WRTP54G, so it dutifully reproduces a touch tone beep for me.

Having explained all that, there is little you can do on your end. I would have one of the telecommuters call Vonage and see if they can get their device settings adjusted. The device can be made to emit a louder or longer beep, and be made more sensitive so it recognizes beeps better (at the risk of introducing more false positives, of course).

Another alternative is to issue different Voip devices to your telecommuters. The Linksys series (RTP300, WRTP54G, PAP2) all have good reputations as Vonage performers based on the anecdotal evidence I've seen here on the site.

Just in case, I would have one or two users run the Voip speed test, here or at www.testyourvoip.com. Latency and jitter (not speed), are the real Voip killers. Latency you wouldn't even notice in a VPN or data connection can murder a Voip line.

Posts: 132 · Vonage Forum Senior Joined: Apr 06, 2004 Posts: 132

It may be true that there would be issues with certain phone systems, but it is certainly not true that Vonage does not work with ANY phone systems. We use it in our office with a Panasonic phone system, and we have several clients that use it with various other systems, all with good results.

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

MrMark wrote:

It may be true that there would be issues with certain phone systems, but it is certainly not true that Vonage does not work with ANY phone systems.

That's a truthful statement; I agree with you 100%. I don't know how many Asterik issues we've discussed here, but some may not have seen those.