2Talk Call waiting and call diversion

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CYaBro

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#129299 10-Sep-2013 10:05

Seriously regretting changing to 2talk however I will persist in getting it working correctly.
Their support has tried to help but they are now just saying that it's our internet connection and hardware even though the same connection and hardware worked great with our old VoIP provider.

We have two VoIP lines with one being the main number that people call.
What used to happen was if the main line was busy/in use the call would divert to the second line automatically and ring on that.
If both lines were busy then the caller would get the busy voicemail message.
We don't want call waiting enabled.

Since changing to 2talk this doesn't work as it should.
I've turned off call waiting in the 2talk web admin control panel and set the calls to divert to the second line if main line was busy.
However this didn't work as expected and strange things happened and callers were going straight to voicemail most of the time even though the 2nd line was free.
2talk support told me to not use the call waiting setting in the control panel and to turn it off in our Linksys SPA2102.
I have done this now however the call waiting is still enabled and calls aren't diverting to the 2nd line.

We are also having to reboot the Linksys unit a few times a week as the lines drop off, we never had to reboot it before changing to 2Talk.
2talk say this is an issue with our ISP!

Can anyone help with this and tell me how I should be setting it up to work as we want?

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#892542 10-Sep-2013 10:22

Switch to WorldxChange. I have several customers with this setup and it never misses a beat.

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CYaBro

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#892545 10-Sep-2013 10:27

coffeebaron: Switch to WorldxChange. I have several customers with this setup and it never misses a beat.

That's who we were with before but 2talk offered us a deal to become a reseller so we get our 2 lines for free each month.
I'm still waiting to hear back from Maverick about becoming a WxC reseller and I'll change back straight away.

I certainly won't be selling 2talk to anyone after this experience!

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chevrolux

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#892567 10-Sep-2013 10:48

You should leave Call Waiting turned on in 2Talk and disable it on your device. That way the device will just respond with 'Busy' and then 2Talk can do what you have told it to do.

In this circumstance I would just use the Busy Call Forward on your main line to go to the second line. And then on the second line you can tell it to come back to your main number's voicemail to keep it simple on the voicemail side of things.

The line dropping sounds like a NAT issue. Maybe check what your registration timers are set to and bring them down lower.

But totally agree that 2Talk support is next to non-existant. It is pretty much up to you to get it working which can suck some times.

We generally use 2Talk as purely the SIP trunk provider and let our PABX's do the rest. That way there isn't much to worry about on the 2Talk set up. Very seldom do we put in IP phones connected directly to 2Talk. For us I don't see much benefit on going to WxC as our PABX's aren't part of the supported device list so our customers would be paying a premium for no more support than they would get with 2Talk. And yes I realise WxC are 'doing it properly' but the end user still sees the same results.

coffeebaron

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#892588 10-Sep-2013 11:07

Give each line an 028 number and use the one number service to hunt.

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ajobbins

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#892591 10-Sep-2013 11:11

I do all sorts of crazy diversions between a bunch of 2talk lines and it all works perfectly.

Are you sure your second device is properly registered? Maybe there is a keep alive setting you need to tweak if the reg is falling off (which would cause the call to go to VM).

Also, have you turned off Voicemail on line 1?

The other option would be to use the One Number feature and have separate registrations for the same phone port and leave call waiting on. As long as the plan you are on allows for 2 concurrent calls, your second phone would ring and could be answered independently of the first.

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CYaBro

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#892615 10-Sep-2013 12:06

ajobbins: I do all sorts of crazy diversions between a bunch of 2talk lines and it all works perfectly.

Are you sure your second device is properly registered? Maybe there is a keep alive setting you need to tweak if the reg is falling off (which would cause the call to go to VM).

Also, have you turned off Voicemail on line 1?

The other option would be to use the One Number feature and have separate registrations for the same phone port and leave call waiting on. As long as the plan you are on allows for 2 concurrent calls, your second phone would ring and could be answered independently of the first.

It's one device, the Linksys unit, that has two VoIP lines and both are registered and working (we can dial out OK) but the call diversion / transfer is not working as it should.
2talk support were not really any help and blame it on something on our end.
I never had to touch the linksys unit config with the WxC lines.

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ajobbins

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#892626 10-Sep-2013 12:19

CYaBro: It's one device, the Linksys unit, that has two VoIP lines and both are registered and working (we can dial out OK) but the call diversion / transfer is not working as it should.
2talk support were not really any help and blame it on something on our end.
I never had to touch the linksys unit config with the WxC lines.

To be fair, it is almost certainly something at your end. The 2talk diversions work fine and have done for many, many years. I've also had excellent support from 2talk of late, who were able to locate and resolve an obscure issue at their end that was affecting service on one of my lines.

The fact you can dial out from both lines don't mean much, as it will register if it needs to make an outgoing call anyway. It may just not be keeping the registration for incoming. Best way to test would be to try calling the 2nd line directly from a mobile over a period of time, and see if it rings or goes to VM.

The 2talk call records page in 2talk live will also show you if your diversions are firing as expected (As you will see a call from line 1 to line 2 at the time of the diversion).

I reliase you have one device with two registrations - but the 2talk One Number can be used here. Just register line 1 on the ATA as 0xxxxxxxx and line 2 as 0xxxxxxxx-1 (ensure the feature is on in 2talk live)

When a call comes in on line 1 - all phones will ring. If a call comes in on line 1 and any one of those phones is busy, the other will ring. Do you just have 2 lines so that you can take two calls at once, or do you actually need two different numbers?

You do have to realiase the difference between 2talk and WxC is that 2talk is a self managed service, while WxC is a fully carrier managed service. WxC can remotely control every relevant setting on your ATA and have done extensive testing to ensure the settings work well on their network. With 2talk, it's up to you to make sure your device is correctly configured - and that includes your home network as well as your registered device.

2talk gives you greater flexibility at a lower price and in return you are responsible for config of your equipment. They will of course provide guidance and best practise - but you don't pay them for comprehensive troubleshooting of your config.
WxC will give you a more limited but fully managed service for a slightly higher price.
Horses for courses.

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CYaBro

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#892749 10-Sep-2013 14:29

Well I used the 2talk provisioning tool via the web admin login so I'd say it is their problem.
We have the two lines so that two calls can be made or received at the same time but incoming calls only know our main number.

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danfaulknor

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#892766 10-Sep-2013 14:40

CYaBro: Well I used the 2talk provisioning tool via the web admin login so I'd say it is their problem.
We have the two lines so that two calls can be made or received at the same time but incoming calls only know our main number.

Why not use one number as suggested above? Non-busy lines will ring, and then the outbound caller ID will always be the same. No two numbers required!

As for the way you are trying to do it, I doubt it is 2talk's end. I have 3 inbound numbers plus 9 (yes 9) 028 numbers and like ajobbins, do all kinds of weird diversions and IVRs and voicemails on them, and it all works perfectly!

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ajobbins

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#892767 10-Sep-2013 14:47

CYaBro: Well I used the 2talk provisioning tool via the web admin login so I'd say it is their problem.

There are a bunch of factors this could be, but again, it's almost certainly something with your configuration. Networks can be configured differently, and there can be seemingly subtle differences in network and ATA settings that will dramatically change the behaviour.

What kind of router are you using? Have you turned off SIP ALG (if applicable)
Who is your ISP?
What other devices do you have on the network (Ie. if you have a modem and a router, if not configured correctly you could be double-NATing).
What SIP ports are you using?
Is your router doing any port forwarding?
Have you checked the 2talk call records to see if the forwarding is working at the 2talk end?
What are your keep alive settings?

We have the two lines so that two calls can be made or received at the same time but incoming calls only know our main number.

What 2talk plan are you on? How many calling minutes (local/national/mobile/international) do you use?

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ajobbins

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#892770 10-Sep-2013 14:55

Maybe the OP can post some screenshots of this config pages?

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chevrolux

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#892802 10-Sep-2013 16:06

Yep definately a set up issue. 2Talk works as it should 99% of the time.
Take out your registration details of the SPA, export the config and upload to Dropbox or something similar.

Make sure there are no SIP ALG's running on your router, as well as double NAT, port forwarding etc.

CYaBro

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#892936 10-Sep-2013 21:33

We are on a northpower fibre connection with no router onsite.
Ont plugs directly into our switch.
We have no direct control of the router as the ISP looks after that.
But as I said nothing has changed on our connection except the switch from wxc to 2talk.
If I have to start getting the ISP to make config changes to the router I'll just change back to wxc as that worked fine.

I will have a go tomorrow at changing the config to the one number thing suggested.
Thanks!

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ajobbins

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#892957 10-Sep-2013 22:01

Your ONT must provide some routing, yes? Otherwise where are your local IP addresses coming from?

I'm certain if you can post your config from the ATA we will be able to identify something that might help

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chevrolux

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#893053 11-Sep-2013 08:13

Because UFB is layer 2 all the IP stuff could be coming from a router offsite I suppose. My guess in this case then is definitely either a NAT issue or they are running a SPI firewall.
This really isn't a fault with 2Talk.
You could try moving off standard 5060 ports. Try using 50600. So register to sip.2talk.co.nz:50600 and change your SIP ports to 50600.

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