1st Level Support VoIP

Calling / VoIP complains:

 Calls not connecting

 Distortion in calls
 Dead Air / Silent
 IP Phone not ringing
 Phone blacklisted
 Recording: Fake CDR/song/IVR
 Voice repeating after seconds
 Wrong CLI/Caller ID/Local number/private CLI

Calling / VoIP Requests:

 Extension creation request (LEVEL 2 support)

 Group company request – Manual dialing country permission (LEVEL 2 support)

Support channels:

 Skype group follow-up with Multinet and Redtone

 VoIP provider Twilio - web portal support
 Japan-IT helpdesk

Tools required:

 2X
 MicroSip
 Authy Desktop (For Twilio web portal support)

Company list:

 Jaftim ------ manual dialing 0067

 NBD ------ manual dialing 00290
 RU ------ manual dialing 00693
 GIL ------ ERP and manual (managers only) 002
 Blauda ------ ERP and manual 000
 Rex-D / SBT ------ 2x / iConn
 BPO ------ Vici-Dial dialing / MicroSIP
  Finance/ GalaxyFF /HR / General Dept. ------ Manual dial (multinet PRIs)

Other Companies Original Caller ID list:

• Blauda (JAPAN) ------ +81456702574

• Blauda (UK) ------ +447700182331
• GIL (UK) ------ +442074425702
• RU (Japan) ------ +81355757552
• Jaftim (UAE) ------ +97142156764

Other Companies Permission Code List:

• Blauda ------ 11(country code)

• GIL ------ 13(country code)
• RU ------ 20(country code)
• Jaftim ------ 67(country code)

Important links related to VoIP:

 General IP Extension Asterisk Page Link: http://172.18.2.120:81/crmcdr/20187/

 Call CDR link (for other companies): http://172.18.2.120:81/crmcdr/20187/cdr/
 Number Validator checker: https://freetools.textmagic.com/phone-validator

FLL (Fixed Land Line) numbers list company-wise:

 021-37137000 SBT
 021-37172000 REX-D
 021-37139900 GALAXY
 021-37136600 HULHUB
 021-37176000 EFH (EMPLOYEE FACILITATION HOTLINE)

Backend / ERP links:

 https://www.iblauda.com
 https://www.globalintltd.com/backend/login

BLAUDA, GIL, RU-JAPAN & JAFTIM MANUAL / CRM CALLING

24.252 -> Countries table -> Provider
0 = As per Approved_codes
1 = IVR selection Please enter your user ID (1=Multinet, 2=Redtone, 3=Twilio, 4=Zadarma(Blauda only)
2 = Direct Multinet
3 = Redtone
4 = Twilio
5 = Zadarma (Blauda only)

NOTE: Blauda UK must only go through Multinet or Twilio

NOTE: The selection of country name in the ticket is a must along with relevant fields.
 Resolution steps:
For other companies call issues (manual & ERP)

LEVEL 1 SUPPORT
- SQLyog DB management.
- Strong follow up in Bluada / GIL complain Skype group
- Provider name is a case sensitive one here like Redtone / Multinet.
- Before changing provider or complaining to the provider, do change last digit of original CLI
NO. in VoIP calling cases on first priority in case if calls are not connecting or silent or any
other issue.
- Immediately revert back to original CLI NO. if issue isn’t resolve after changing the last digit.
- For testing and checking purpose you can manually dial through your ext. using different
carriers and platforms.
- Also do check by dial region’s random corporate businesses numbers i.e., banks, hotels etc
from Google to make sure.
- Report to & take follow-ups with Multinet and Redone if needed (skype group).
- Blauda Twilio balance checking steps: Billing -> Billing overview

Blauda / GIL ERP call IP landing checking through links:

 Blauda CRM

Call Testing Links

http://125.209.124.215:8381/BlaudaCallServices/index-test?
cdr=hrm_4_15_000923002074508_202003_9245_blauda_12345&ext=9832
http://110.93.214.180:8381/BlaudaCallServices/index-test?
cdr=hrm_4_15_000923002074508_202003_9245_blauda_12345&ext=9832

 GIL CRM

Call Testing Links

http://125.209.124.215:8381/CallTest/?
number=002923002074508&ext=9832&orig_ext=9832&dt=20200831133102
http://110.93.214.180:8381/CallTest/?
number=002923002074508&ext=9832&orig_ext=9832&dt=20200831133102

LEVEL 2 SUPPORT
- CRM server end’s troubleshooting, services & VMs for further call and server connectivity
issues.
- CDR link troubleshooting and CDR record searching.
- Twilio balance top-up with coordination of Finance Dept.
- IP extension creation requests

For Rex-D / SBT sales / OCS call issues (2x / iConn)

- LEVEL 1 SUPPORT
- For testing and checking purpose you can dial through 2x (current Twilio set mostly on all
countries by Japan-IT).
- Use your 2x login IDPW to test the reported numbers, additionally do test those reported
numbers through different carriers and different platforms of other companies by manual
dial methods to make sure.
- Also do check by dial region’s random corporate businesses numbers i.e., banks, hotels etc.
from Google.
- Search and confirm that particular country name in the provided document from Japan-IT.
- If that country is included in the list, then do report to Twilio for its resolution by generating
the ticket and take strong follow-ups.
- Twilio support normally takes time in resolution so do request Japan-IT to switch that
particular country from Twilio to another carrier.
- Normally issue gets resolved by switching of the carrier by Japan end.
- If issue still persists after switching to another carrier do report it to Japan-IT for its
resolution. They will assist you in resolving the issue.
- Do keep those Twilio ticket IDs in your notice and coordinate with them until the issue gets
fully resolved from Twilio’s end.
- When issue gets resolved from Twilio’s end kindly do request Japan-IT to switch that
particular country back to Twilio.
- Twilio must be the prime carrier for all countries, only in worst case scenario we can request
Japan-IT to shift the problematic countries to another carrier.
- The IDPW for IT-Japan Twilio’s account is given below:
https://www.twilio.com/login
voipsupport.pk@sbtjapan.com
fMf74vnJk4G4xag5

- For the document provided by IT-Japan kindly check my email with subject “Twilio Country
List By IT-Japan”.
- How to correspond with Twilio kindly check my email with subject “Correspondence with
Twilio”.
- How to correspond with IT-Japan kindly check my email with subject “Correspondence With
IT-Japan”.
- While emailing to ithelpdesk@sbtjapan.com make sure to keep saitos8798@sbtjapan.com,
amir9245@hulhub.com, amir9245@sbtjapan.com, ayman9825@hulhub.com,
obaid9616@hulhub.com, teamitn@hulhub.com and every IT team member should be in
CC.

LEVEL 2 SUPPORT
- IP extension creation requests
- For any further support, discussion or help contact Level 2 VoIP support.

For BPO (Vici-Dial dialing)

- LEVEL 1 SUPPORT
- For testing and checking purpose you can manually dial throughout test ext. like 1099 or
1199 using Micro-SIP over that particular server.
- Also do check by dial region’s random corporate businesses numbers i.e., banks, hotels etc.
- Do report it to the current provider over the Skype group.
- For carrier change and testing do request LEVEL-2 support team.
- For “No list in the hopper” issue resolution, do check email with subject “BPO | No Leads in
the Hopper”
- Managing of users, phone and hopper issue resolution. Kindly note down the Login IDPW:
http://172.18.2.130 (New Network IP)

- Kindly note down Micro-SIP Gateway IPs:

172.18.2.131 (New Network IP)

LEVEL 2 SUPPORT
- Server end’s command for services reload and carrier change update and testing.

For HR/General (Manual dial – Multinet PRIs)

LEVEL 1 SUPPORT
- The request for any employee to allow outside local calling access through manual dial like
mobile, PTCL must be entertained only after departmental head approval.
- If distortion or any other complain receives from HR representatives over that specific Skype
group do forward them and follow-up with Multinet over Skype group.
- Report back the response from multinet to HR over Skype groups accordingly.

LEVEL 2 SUPPORT
- DB management to allow outside calling (local) with specified FLL number company wise to
any employee.
- IP extension creation requests
 For GalaxyFF (Manual dial – Multinet PRIs)

LEVEL 1 SUPPORT
- The request for any employee to allow outside local calling access through manual dial like
mobile, PTCL must be entertained only after departmental head approval.
- If distortion or any other complain receives from GalaxyFF representatives do forward them
and follow-up with Multinet over Skype group.

LEVEL 2 SUPPORT
- DB management to allow outside calling (local) with specified FLL number company wise to
any employee.
- IP extension creation requests

For Finance (Manual dial – Multinet PRIs)

LEVEL 1 SUPPORT
- The request for any employee to allow outside local calling access through manual dial like
mobile, PTCL must be entertained only after departmental head approval.
- If distortion or any other complain receives from Finance representatives do forward them
and follow-up with Multinet over Skype group.

LEVEL 2 SUPPORT
- DB management to allow outside calling (local) with specified FLL number company wise to
any employee.
- IP extension creation requests

For Admin (Manual dial – Multinet PRIs)

LEVEL 1 SUPPORT
- The request for any employee to allow outside local calling access through manual dial like
mobile, PTCL must be entertained only after departmental head approval.
- If distortion or any other complain receives from Admin representatives do forward them
and follow-up with Multinet over Skype group.

LEVEL 2 SUPPORT
- DB management to allow outside calling (local) with specified FLL number company wise to
any employee.
- IP extension creation requests