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Welcome to Telgoo5 Support

Troubleshooting: Voice Issues- CSR Guide

Voice Issues

Phase 1: Customer-Side Verification

Before investigating system-level configurations, rule out common device and physical factors:

  1. Environment Check: Determine if the issue is location-specific (e.g., dead zones, buildings with poor reception).
  2. Toggle Airplane Mode: Advise the customer to turn on Airplane Mode for 10 seconds and then turn it off. This forces the device to re-register with the nearest cell tower.
  3. Network Settings: Ensure the device is set to VoLTE (Voice over LTE) if supported, as many modern carriers require this for high-quality voice service.
  4. Device Restart: Power the device off completely for 30 seconds and then restart it.

Phase 2: Telgoo5 System Diagnostics

If the issue persists, use the Telgoo5 portal to verify account status and voice-specific provisions.

  1. Check Account Status:
    • Search for the customer account in Telgoo5.
    • Verify the account status is Active (PC95). If suspended or deactivated, voice service will be blocked.
  2. Verify Voice Buckets:
    • Click on Live Status (PC499) in the Line Information section.

    • Inspect the DYN_DOM_VOICE quantity. If the remaining balance is zero, the customer cannot make or receive calls.

    • Resolution: Perform a Plan Renew (PC519) if the voice bucket is exhausted.
  3. Check Call Features:
    • Look for features that might be blocking calls, such as Call Barring or Do Not Disturb settings on the device side, or account-level restrictions.

    • Check Features (PC92) in the Quick Links to ensure no voice-blocking features have been applied to the account.

Phase 3: Carrier & Backend Escalation

If the account is active, the voice bucket has balance, and the device is verified, the issue may be a synchronization error.

  1. Check for Provisioning Errors:  Verify if the device is correctly provisioned for voice in the HLR (Home Location Register).
    • If the customer cannot receive calls but can make them (or vice versa), this often points to a routing issue at the carrier level.
  2. Sync/Refresh: If the system shows the device is active but the customer still has no voice service, you may need to reach out to carrier support to reprovision the line.
  3. Ticket Escalation: If the issue is persistent, open a support ticket with the carrier, including:
    • The MDN (Mobile Directory Number).
    • The time of the most recent failed call attempt.
    • A description of the error (e.g., "Calls go straight to voicemail," "Hear a fast busy signal," "Call drops immediately").

Pro-Tip: Always document the troubleshooting steps taken in the Customer Notes (PC83) section.