How does Vonage investigate Voice call connectivity issues?

Question

How does Vonage investigate voice call connectivity issues?

Applies To

• Voice call connectivity
• Voice Troubleshooting
• SIP Trunking

Answer

Vonage continuously monitors voice call traffic to identify and resolve most connectivity issues before they impact our users. This process is managed by a dedicated team available 24/7, supported by a comprehensive set of alerts, tools, and automated systems.

However, 100% connectivity is not always achievable. Issues can arise due to factors such as handset-related problems, including network connectivity, or, less frequently, route-related issues.

When a Vonage API user opens a ticket regarding Voice call connectivity issues, our Support team investigates this through multiple troubleshooting steps, such as:

• Validation of the call request.
• Review of the error codes provided in the call signaling response.
• Checking supported features and restrictions applicable to the destination country.
• Analysis of ASR (Answer-Seizure Ratio) for the route used in the call.
• Review of overall performance indicators towards that destination network.

In some cases, these steps may not be sufficient to identify the root cause of the issue. When that happens, the support team escalates the problem by opening a ticket with the relevant route supplier.

It is important to note that Vonage uses multiple route suppliers. Investigating issues affecting a single number can be challenging. Suppliers often require details of several numbers experiencing problems within the last 48 hours. This approach helps distinguish between handset-specific issues, which are the most common cause from route-related incidents.

If you have concerns about any voice call connectivity issues, please refer to the troubleshooting guide here, or submit a support request if needed—ideally including as many examples and details as possible.