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CallTower Solutions Center

CT Cloud Voice: CT Cloud Communicator Connectivity Issues

GOAL:

To help assist CallTower Technicians and customers troubleshoot potential CT Cloud Communicator connectivity issues.

 

STEPS:

Connectivity issues can be network issues, carrier issues, or sign in issues.

This could be a network issue; for example, something is blocking the call via a firewall or router which prevents calls from being routed. This could also be a carrier issue. You can look the call up in SAS to rule out carrier being an issue.

If you are not able to see the call, the issue is the call isn’t hitting our network. Have customer check the following settings on their firewall:

 

SIP Protocol for Desktop phone: UDP

SIP PORT for desktop phone: 15060

DTMF: RFC2833

Ports for RTP (audio): UDP 16384 thru 65535

 

SIP Protocol for CT Cloud Communicator desktop: UDP

SIP PORT for CT Cloud Communicator desktop: 5100

DTMF: RFC2833

Ports for RTP (audio): UDP 16384 thru 65535

 

SIP Protocol for CT Cloud Communicator mobile: TCP

SIP PORT for CT Cloud Communicator mobile: 443

DTMF: RFC2833

Ports for RTP (audio): TCP 16384 thru 65535

 

FIREWALL ADJUSTMENTS FOR ALLOWED IP ADDRESSES (if necessary for your infrastructure):

 

205.196.170.145 (phone traffic)

205.196.171.145 (phone traffic)

205.196.171.183 (IM/SMS if using chat or SMS via CT Cloud Communicator)

205.196.171.184 (IM/SMS if using chat or SMS via CT Cloud Communicator)

 

Again these issues will have to be checked in SAS and be treated like a normal call to determine the issue.

 

 

For sign in issues, in most cases, these result in credentials being entered in wrong; however, if the customer is using WiFi and is on a mobile device, have them log out and try again using their carrier data. For desktop issues, it is more likely to be credentials being wrong.

  1. Restart CT Cloud Communicator (in some cases you will need to uninstall and reinstall CT Cloud Communicator)
  2. Verify Credentials and Reset password

SMART & INQUISITIVE:

The cause of Accession Connectivity issues can be Network issues, Data, bandwidth, PC issues, password issues, etc.

 

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