We need several pieces of information to be able to find and diagnose a call.
To help you better, please provide us with the following information:
-> Date and time of the call. (May be approximate)
-> Direction of the call. Incoming or outgoing? (Source of the call to which destination)
-> Call duration. (This value is important to help diagnose the problem)
Example: Outgoing call made on August 16, 2022 at 10:05 a.m. from my extension 111 to 1 (514) 555-1234, duration of 13 minutes.
The information we request is necessary for each problematic call because each call situation is independent of the others.
Outgoing calls are managed by our network, and we can more easily diagnose call problems since they originate from our equipment. It is for this reason that we still need the requested call details; otherwise, it is impossible for us to isolate the problem.
Routing an outgoing call consists of these steps: (Customer Phone -> Telephone System -> Outgoing Route Management -> PSTN Call Routing System (Class4) -> Multiple PSTN Provider). Subsequently, as soon as the call reaches the PSTN provider, we have no control over the call because it leaves our network, but in the event of a breakdown, it can be replaced by another (Advantage of SCOPCLOUD).
Incoming calls are slightly more difficult to diagnose, as external phone systems are involved. Our line providers (PSTN) also ask for the details of the date and time of the call, source, and destination, as they also need to know where the call is coming from.
Routing an incoming call consists of these steps: (Unique PSTN Provider -> PSTN Call Routing (Class4) -> Telephone System -> Incoming Route Management -> Customer Telephone)
It may be that the incoming call is having trouble reaching our (Incoming PSTN providers). In such a case, we also need to provide information about the incoming call that is coming from and, if possible, from which provider ( PSTN).
Between the PSTN providers, all these networks communicate with each other through the central (PSTN). Example : So a call from Bell to SCOPCLOUD will take the following path: (Bell Source Phone (customer) -> Internal Routing System (Bell) -> External Routing System (Bell) -> Call Source Central (Quebec) -> Call Destination Central (Montreal) -> Provider (SCOPCLOUD)) who the destination number belongs to and then it's like all incoming calls.
In summary, an incoming call problem can be at different locations on the PSTN and Private network.
If you have the same problem several times it will help us a lot to have all of that data.