Overview

Call issues in Smart Office applications can arise due to various network-related problems, including user network settings, server and proxy configurations, SIP anomalies, and VPN routing conflicts.

Effective troubleshooting requires a systematic approach to identify and resolve these issues, ensuring that inbound and outbound calls function properly.

Solution

To resolve call issues in Smart Office applications, follow these steps:

1. Identify the Nature of the Problem:
   • Begin by confirming that the user account is not the source of the issue. Log in with the affected user's credentials and attempt to make a call. If the call with the same credentials is successful, this indicates the reported problem is specific to the users' local PC, network configuration, or the network itself.
2. Gather the Client Logs:
   • Enable troubleshooting in the Smart Office Connect client settings.
   • Replicate the issue.
   • Analyze the SIP logs ad-hoc (1) or Export them (2) for detailed analysis, which can provide insights into specific signaling errors contributing to the call failures.
3. Analyze the Logs:
   • Analyze SIP log files from the client. Look for server timeout errors, which may suggest issues with TLS/TCP sessions in network communication - the client can request a connection, but the server's response is not received.
4. Examine Server and Proxy Configuration:
   • Review the server and proxy settings, including the registration process of Smart Office Connect and SRV records. Ensure there are no incorrect redirections causing errors, such as a 500 error.
   • For example, Smart Office Connect registers to na.candy.io, then the SRV record changes to 'proxy NA2', leading to a 500 error due to the wrong proxy being used.  
5. Diagnose Packet Loss:
   • Check if there are dropped packets on the customer network, especially if the issue happens when the user is connected to a VPN.
   • If calls work when the VPN is disconnected, this indicates that the VPN may be disrupting traffic routing.
6. Resolve VPN Routing Issues:
   • Investigate the VPN client's behavior. Some VPNs keep refreshing their routes and overriding direct routes, leading to traffic being sent over the VPN. In such cases, work with network support to resolve these routing issues.
7. Resolve Networking Issues:
   • Compare network connectivity between users experiencing successful and unsuccessful calls. Engage with network partners to investigate and resolve any network configuration issues that may be impacting call performance.

If the issue persists, open a ticket with Support, making sure to describe the issue and any symptoms you observe, detail the troubleshooting already done, add at least two call samples in the following format (with Exported call logs for these):

Call sample 1:

• Calling From Number:
• Calling To Number:
• Date of call: dd/mm/yy
• Time of call: xx:xx am/pm (time zone)
• Result: ex: dropped call, garbled audio, etc.
• Trouble observed: Inbound or Outbound

Call sample 2:

• Calling From Number:
• Calling To Number:
• Date of call: dd/mm/yy
• Time of call: xx:xx am/pm (time zone)
• Result: ex: dropped call, garbled audio, etc.
• Trouble observed: Inbound or Outbound

Summary

Call issues in Smart Office applications often stem from network-related problems, including incorrect user settings, server and proxy misconfigurations, SIP anomalies, and VPN routing conflicts. Troubleshooting these issues involves a systematic approach: confirming the problem isn't account-specific, gathering and analyzing SIP logs for signaling errors, reviewing server and proxy settings, diagnosing packet loss, and resolving VPN routing and network configuration issues.

FAQ

1. How do I determine if the call issue is related to the user's local network or PC?
   Log in with the affected user's credentials and attempt to make a call. If the call succeeds, the issue is likely with the user's local PC or network configuration.
2. What should I do if the Smart Office application shows server timeout errors in SIP logs?
   Server timeout errors may indicate problems with TLS/TCP sessions. Verify network communication and review server and proxy configurations for any misconfigurations..
3. How can VPNs affect call performance in Smart Office applications?
   VPNs can disrupt traffic routing by refreshing routes, potentially overriding direct routes and causing call failures. Disconnecting the VPN or adjusting its settings may resolve the issue.