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  1. CHAT 1:
  2.  
  3. [12:24:04] CLIENT1: Now I have created Provider and LCR. Now I want to upload tariff, In that case should I create the tariff for the provider or user or wholesale?
  4. [12:24:26] CLIENT1: Could you please explain me on that? Because the last time we had an issue on that...
  5. [13:04:12] Kolmisoft Support: Hello. So you added new provider and want to upload rates for him?
  6. [13:04:24] CLIENT1: Yes...
  7. [13:06:11] Kolmisoft Support: you need to create a new tariff for provider at billing - tariffs
  8. [13:06:18] Kolmisoft Support: and later import csv file if you have
  9. [13:06:59] CLIENT1: Inbound or Outbound
  10. [13:07:28] CLIENT1: Could you please clarify this inbound and outbound thing...
  11. [13:08:14] Kolmisoft Support: inbound is for providers and outbound is for users (customers)
  12. [13:09:09] CLIENT1: In that case in which thing I should upload the tariff?
  13. [13:11:40] Kolmisoft Support: if for provider, then in inbound section
  14. [13:13:17] CLIENT1: You remember the last time when I uploaded the tariff in Inbound section and when we were trying to call we had issues and you had asked me to upload the tariff in Outbound section...
  15. [13:13:35] CLIENT1: Could you please explain me on that?
  16. [13:22:16] Kolmisoft Support: it was done, because there were only default kolmisoft rates in the system for outbound traffic
  17. [13:22:46] Kolmisoft Support: now you have a csv file with rates so you need to decide if you buy traffic by these rates or sell
  18. [13:23:25] Kolmisoft Support: if you buy traffic, then you should inport rates for inbound, if you sell, then outbound
  19. [13:25:15] CLIENT1: Okay... so now I will import it to inbound...
  20. [13:28:36] CLIENT1: Now I have done with the LCR, Provider and tariff part and so now i can move on to calling card section?
  21. [13:46:34] CLIENT1: I got it now...
  22. [13:47:26] CLIENT1: Can you please explain me about Ghost percent and Ghost balance?
  23. [13:52:59] Kolmisoft Support: Ghost Percents can be imported with the rates or used in Calling Card Groups.
  24. Ghost Percents is a functionality to trick the user into thinking that he has more minutes when he really has less.
  25. [13:55:13] CLIENT1: Actual balance in the card is 4.20
  26. [13:55:17] Kolmisoft Support: This functionality do not effect billing in any way. This option is only for sound notices.
  27. Customers will only hear fake amount of minutes in IVRs.
  28. [13:58:48] CLIENT1: But the IVR has to tell that the balance is 10 euros.. In that case my Ghost percent must be how much?
  29. [14:10:02] Kolmisoft Support: about 238 I think
  30. [14:10:13] Kolmisoft Support: Example:
  31. A user has enough balance in his card to call for 50 minutes. Ghost minute percent = 120. So when the user enters his number/PIN, the system tells: "You have 60 minutes remaining" (50/100 * 120). Note: this is not an increase in percent; it is the value by which the actual minutes should be multiplied to tell them to the user.
  32. [14:10:18] CLIENT1: Yeah... I calculated it..
  33. [14:10:21] Kolmisoft Support: the same is with balance
  34. [14:10:59] CLIENT1: But you make only for minutes?
  35. [14:11:10] CLIENT1: I mean the Ghost percent?
  36. [14:11:48] Kolmisoft Support: Ghost balance percent - same as Ghost Minute Percent, but this value only applies to the Balance which is told to the user
  37. [14:13:06] CLIENT1: Okay...
  38. [14:14:09] CLIENT1: Can I set the retail tariff for a provider,
  39. [14:14:13] CLIENT1: ?**
  40. [14:15:48] Kolmisoft Support: no, retail and wholesale is only for users
  41. [14:19:18] CLIENT1: Oh... yeah... I forot...
  42. [14:19:25] CLIENT1: forgot...
  43. [14:23:30] CLIENT1: In that case, where should I create the tariff in wholesale or retail?
  44. [14:33:48] Kolmisoft Support: wholesale is easier to manage, because you can import rates to wholesale tariff and for retail it is not possible. Unless you can create retail tariff from wholesale tariff
  45. [14:34:43] CLIENT1: I am sorry... I cannot understand...
  46. [14:35:58] Kolmisoft Support: all tariffs are created here: http:///billing/tariffs/list
  47. [14:36:55] Kolmisoft Support: when you press new tariff, there you can choose what tariff to create
  48. [16:37:46] CLIENT1: Okay... I will check with the provider.. could you please help me how to set the Ghost percentage and Ghost balance stby step...
  49. [16:39:31] Kolmisoft Support: you want to set 238% ghost percent to cards?
  50. [16:40:21] CLIENT1: Yes...
  51. [16:40:52] Kolmisoft Support: then you need to go to Calling Cards page
  52. [16:41:03] CLIENT1: Okay..;
  53. [16:41:14] Kolmisoft Support: edit the card group
  54. [16:41:32] CLIENT1: Okay..
  55. [16:42:21] Kolmisoft Support: where Ghost balance percent set desired value
  56. [16:42:54] Kolmisoft Support: and press Edit at the bottom on the page
  57. [16:43:11] Kolmisoft Support: to safe changes
  58. [16:43:16] CLIENT1: yeah... okay... In case of mins?
  59. [16:43:55] Kolmisoft Support: in case of mins, you need to change Ghost minute percent
  60. [16:45:34] CLIENT1: Say for example we give him 400 mins but we have to tell him 900 mins.. In that case??
  61. [16:47:31] CLIENT1: 2.25
  62. [16:47:47] CLIENT1: I mean 2.25%
  63. [16:47:56] CLIENT1: Am I right?
  64. [16:51:14] Kolmisoft Support: 225%
  65. [16:51:36] CLIENT1: Yeah..;
  66. [16:51:45] CLIENT1: Okay..
  67. [16:56:23] CLIENT1: Can you tell me about the settings for the continuous talk without any break....
  68. [16:59:49] Kolmisoft Support: by default limit for all calls is 2 hours. It can be changed directly from the server in file /etc/asterisk/mor.conf by changing global_call_timeout value to more than 7200 seconds (2 hours).
  69. [17:02:24] CLIENT1: Okay...
  70. [17:02:46] Kolmisoft Support: I need to go now. Will be back about in 1 hour.
  71. [17:03:26] CLIENT1: Okay...
  72. [17:03:45] CLIENT1: Thanks a lot for your patience...
  73. [18:55:18] CLIENT1: Hello Edvards...
  74. [18:55:25] Kolmisoft Support: Hello, again
  75. [18:55:26] CLIENT1: Its an serious issue..
  76. [18:55:34] Kolmisoft Support: what is the issue?
  77. [18:56:22] CLIENT1: My call is not getting passed..
  78. [18:56:37] CLIENT1: Kindly check my last calls..
  79. [19:00:26] Kolmisoft Support: one moment
  80. [19:01:05] CLIENT1: Okay..
  81. [19:05:21] CLIENT1: Wanatel is not receiving our calls it seems... I mean their server...
  82. [19:08:26] Kolmisoft Support: Provider skipped because his rate is higher than users rate
  83. [19:08:57] CLIENT1: Yeah... I saw and then increased the user's rate..
  84. [19:10:41] Kolmisoft Support: for which prefix you increased user's rate?
  85. [19:10:48] CLIENT1: 9142
  86. [19:11:00] Kolmisoft Support: and in what tariff?
  87. [19:11:40] CLIENT1: I increased Wanatel user tariff
  88. [19:12:27] Kolmisoft Support: it shows 0.0052 for prefix 9142
  89. [19:12:57] CLIENT1: I increased it... Initially it was 0.0049
  90. [19:13:16] Kolmisoft Support: but you pay for provider 0.0060
  91. [19:14:03] CLIENT1: I checked it... it was 0.0049... let me check again..
  92. [19:14:23] CLIENT1: Which provider tariff?
  93. [19:14:29] Kolmisoft Support: Wanatel NCLI
  94. [19:16:29] CLIENT1: Yeah.. I checked it..
  95. [19:16:43] CLIENT1: It doesn't worrk even now...
  96. [19:17:17] Kolmisoft Support: Call rejected by Provider
  97. [19:17:36] Kolmisoft Support: Please contact provider for more details
  98. [19:18:14] CLIENT1: He tells it doesn't hit his server... He asks me to check the firewall settings.;
  99. [19:22:00] Kolmisoft Support: firewall settings is fine
  100. [19:22:18] CLIENT1: Then what must be the issue..
  101. [19:22:20] Kolmisoft Support: I made a call from the simple user
  102. [19:22:23] Kolmisoft Support: http:///billing/calls/call_info/395
  103. [19:22:58] Kolmisoft Support: you can check in pcap diagram that call reached provider's server
  104. [19:23:15] Kolmisoft Support: you can download and send him this pcap file like a proof
  105. [19:23:24] CLIENT1: Yeah... I checked it many times..
  106. [19:24:31] CLIENT1: Okay... Can we check with NCLI tariff?
  107. [19:25:52] Kolmisoft Support: it doesn't depend on the tariff
  108. [19:26:04] Kolmisoft Support: there is some other issue on providers network
  109. [19:26:19] Kolmisoft Support: or number sent to provider is in incorrect format
  110. [19:26:27] CLIENT1: That was my colleague's point...
  111. [19:26:27] Kolmisoft Support: but he should provide format
  112. [19:26:54] CLIENT1: Hasn't he provided the format?
  113. [19:28:26] Kolmisoft Support: now you send him number in this format: 914272402577, but some providers want to receive for example 00914272402577, 2222914272402577, etc
  114. [19:29:01] Kolmisoft Support: but maybe there is just misconfiguration on his network
  115. [19:29:15] Kolmisoft Support: he should provide more details, because call is reaching his server
  116. [19:31:57] CLIENT1: I am just talking to him...
  117. [19:47:55] CLIENT1: He wants me to add prefix to the LCR...
  118. [19:48:03] Kolmisoft Support: what prefix?
  119. [19:48:37] CLIENT1: [18:44:20] yfadili: 888000
  120.  
  121. <<<
  122. [19:49:09] Kolmisoft Support: go to providers
  123. [19:49:09] Kolmisoft Support: http:///billing/providers/list
  124. [19:49:24] Kolmisoft Support: where wanatel provider, press on rules icon
  125. [19:49:38] Kolmisoft Support: add rule for Provider rules Destination
  126. [19:50:10] Kolmisoft Support: where Add enter 888000
  127. [19:50:29] Kolmisoft Support: and Min 1 Len Max 50 Len
  128. [19:50:37] Kolmisoft Support: and add this rule
  129. [19:55:57] CLIENT1: I have added it to the rule...
  130. [19:56:04] Kolmisoft Support: ok try to call now
  131. [19:59:00] CLIENT1: IVR tells my pin is not valid... Could you please check on this issue?
  132. [20:00:31] Kolmisoft Support: which card did you use?
  133. [20:00:57] CLIENT1: card or the pin?
  134. [20:01:02] Kolmisoft Support: card
  135. [20:01:40] CLIENT1: 1000000001 - 1000000006
  136. [20:05:36] Kolmisoft Support: enter each card edit menu from here http:///billing/cards/index?cg=2
  137. [20:05:43] Kolmisoft Support: and remove minimal balance for cards
  138. [20:05:58] Kolmisoft Support: please check this guide for minimal balance
  139. [20:05:58] Kolmisoft Support: http://wiki.kolmisoft.com/index.php/Calling_Card_management#Minimal_balance
  140. [20:06:02] Kolmisoft Support: I have to go now
  141. [20:06:06] Kolmisoft Support: have a nice evening
  142. [20:06:29] CLIENT1: Okay...
  143. [20:06:49] CLIENT1: You too... Will catch you tomorrow...
  144.  
  145.  
  146. CHAT 2:
  147.  
  148. [16:43:46] CLIENT2: hello
  149. [16:43:53] CLIENT2: I have a question
  150. [16:44:33] CLIENT2: in mor X8 I have this DID 442070433780
  151. [16:45:05] CLIENT2: it does not matter if I point it to an extension, I make it free, or I disable it, it will always ring in the VOID.
  152. [16:45:27] CLIENT2: how can I trace the incoming call and undertand why we cannot have connection from there
  153. [16:45:40] CLIENT2: has been happening for the last week now.
  154. [16:45:49] CLIENT2: right now the number is disabled
  155. [16:47:05] Kolmisoft Support: Can you tell me your server IP? We will create a ticket and check this then.
  156. [16:47:46] CLIENT2:
  157. [16:47:56] CLIENT2: ETA
  158. [16:48:07] CLIENT2: customer has not been receiving incoming calls
  159. [16:48:13] CLIENT2: for a while now
  160. [16:54:03] Kolmisoft Support: I see that currently DID is in status terminated, that is not used by anyone. So what do you want to do with it? If customer want to recieve incoming calls, DID has to be assigned to customer's device/trunk.
  161. [16:55:30] CLIENT2: yes
  162. [16:55:41] CLIENT2: if I do that, it still rings in void
  163. [16:55:53] CLIENT2: that is why I tried terminated to see the result but exactly the same
  164. [16:56:03] CLIENT2: I will point it to extesnsion 1004
  165. [16:56:08] CLIENT2: that I have on my table
  166. [16:56:13] CLIENT2: and you will see it does not ring
  167. [16:56:43] CLIENT2: it's pointing to 1004
  168. [16:56:58] CLIENT2: I guess this is your ip
  169. [16:57:00] CLIENT2:
  170. [16:57:11] CLIENT2:
  171.  
  172. [17:21:12] Kolmisoft Support: I see that is blocked by fail2ban, I unblocked it now, so please try call now.
  173. [17:21:29] CLIENT2: how did you see that?
  174. [17:21:59] CLIENT2: yep, it's fix
  175. [17:22:01] CLIENT2: it works
  176. [17:22:06] Kolmisoft Support: this was in iptables
  177. [17:22:07] Kolmisoft Support: Chain fail2ban-AST_HGC_200 (1 references)
  178. target prot opt source destination
  179. DROP all -- 0.0.0.0/0
  180. RETURN all -- 0.0.0.0/0
  181. [17:22:19] CLIENT2: ok. forgot about that.
  182. [17:22:21] CLIENT2: thank you.
  183. [17:22:29] CLIENT2: where is the fail2ban config?
  184. [17:22:58] Kolmisoft Support: /etc/fail2ban/jail.conf
  185. [17:23:10] Kolmisoft Support: this is form log:
  186. [17:23:10] Kolmisoft Support: [root@h2230717 ~]# grep /var/log/fail2ban.log
  187. 2016-09-08 09:22:05,651 fail2ban.actions: WARNING [ast-hgc-200] Ban
  188. [17:24:34] Kolmisoft Support: this is usually happens, when provider/device is not yet configured, but calls are already made, MOR rejects such calls as unauthenticated and fail2ban blocks the IP
  189. [17:24:56] CLIENT2: ok. thank you for the info
  190. [17:25:09] CLIENT2: I will look at it too next time I have such a problem
  191.  
  192.  
  193.  
  194. CHAT 3:
  195. [10:12:53] CLIENT3:: hello
  196. [10:13:02] CLIENT3:: it's gilbertas ?
  197. [10:13:28] Kolmisoft Support: Hello, yes
  198. [10:13:56] CLIENT3:: 0 calls works since this morning on the switch
  199. [10:14:21] CLIENT3:: error 314
  200. [10:15:02] CLIENT3:: M2 radius did not receive accountint start packet for all call
  201. [10:16:13] CLIENT3:: can you check plz ?
  202. [10:20:31] Kolmisoft Support: checking
  203. [10:20:48] CLIENT3:: k
  204. [10:28:19] CLIENT3:: you have a solution ?
  205. [10:28:30] CLIENT3:: because Customer call me no stop...
  206. [10:31:02] Kolmisoft Support: still investigating, will update you soon
  207. [10:31:11] CLIENT3:: heu...
  208. [10:31:25] CLIENT3:: can you downgrade or Something ?
  209. [10:31:37] CLIENT3:: because my Customer trash me...
  210. [10:32:06] Kolmisoft Support: ok, downgrading, not sure if this will help though
  211. [10:32:13] CLIENT3:: ok
  212. [10:37:18] Kolmisoft Support: downgrade done
  213. [10:37:24] CLIENT3:: ok
  214. [10:37:44] CLIENT3:: and works now !!!
  215. [10:37:59] CLIENT3:: I call my customer
  216. [10:39:40] CLIENT3:: thx
  217. [10:39:44] CLIENT3:: you know why ?
  218. [10:44:06] Kolmisoft Support: Just checked with developer, it is possible that I am not uppdated one file during upgrade and that cause the issue with hgc 314. But downgraded version works, so I propose to just leave it now
  219. [10:44:36] CLIENT3:: ok agreee !
  220. [10:44:37] CLIENT3:: :)
  221. [10:45:25] CLIENT3:: and for next update, it will be better if me or me tech guy is here to control if all works fine
  222. [10:48:43] Kolmisoft Support: I agree, so next time let's schedule such time that tech person would be available
  223. [10:50:37] CLIENT3:: ok, thx
  224. [11:10:34] Kolmisoft Support: it is the same as yersteday now, thousands calls in connecting state, calls not connecting
  225. [11:17:10] CLIENT3:: :s
  226. [11:18:25] CLIENT3:: I need a solution...
  227. [11:27:14] Kolmisoft Support: m2 cannot handle such amount of calls at one time, huge amount of requests comes at one time, calls not connectin properly all calls hangs. It was better yersterday when you cahnged routing to WIP I think. So if possible, ask client to send less calls and try to change routing too.
  228. [11:27:49] CLIENT3:: the rooting is ok because I send to 7 supplier in load sharing
  229. [11:32:18] Kolmisoft Support: can you ask client to send calls slowly, I can restart radius/freeswitch but if calls come at such rate, result will be the same
  230. [11:34:55] CLIENT3:: i try something
  231. [11:34:59] CLIENT3:: don't reboot plz
  232. [11:35:08] Kolmisoft Support: ok
  233.  
  234.  
  235.  
  236. CHAT 4:
  237.  
  238. [10:32:29] CLIENT4: hello
  239. [14:01:13] CLIENT4: you there?
  240. [14:19:22] Kolmisoft Support: Hello, how can we help you?
  241. [14:20:54] CLIENT4: hello
  242. [14:20:57] CLIENT4: we opened a ticket
  243. [14:21:16] CLIENT4: please check Ticket n°#35958 : [PRIVATE] Problem with aggregates and invoices
  244. [14:21:36] Kolmisoft Support: thank you, we will check and answer you in the ticket
  245. [14:21:42] CLIENT4: thank you
  246. [18:36:44] CLIENT4: hello if i want to resync elastic search only from a specific callid? is possible?
  247. [18:37:14] CLIENT4: because i see here http://wiki.kolmisoft.com/index.php/I_have_a_problem_with_Aggregates that the command elasticsearch resync
  248. [18:37:22] CLIENT4: the system will clear all the indexes
  249. [18:37:24] CLIENT4: and start over
  250. [18:43:46] Kolmisoft Support: Correct, system will clear all the indexes and start over. It is not possible to set desired date.
  251. [18:44:40] CLIENT4: how much time it takes to rebuild?
  252. [18:49:38] Kolmisoft Support: It resyncs all calls from calls table. The more calls, the longer process. It took about 30 minutes to resync all your calls.
  253. [18:51:01] Kolmisoft Support: You can archieve old calls, reduce number of calls in calls table and safe disk space
  254. [18:51:02] Kolmisoft Support: http://wiki.kolmisoft.com/index.php/M2_Archived_Calls
  255. [19:35:48] CLIENT4: let me know one thing: aggregates are calculated searching calls in elasticsearch? old aggregates are not saved in elastic search. Right?
  256. [19:37:36] Kolmisoft Support: correct, elasticsearch is not related with aggregates, just both, elasticsearch and aggregates take data from database
  257. [19:40:57] CLIENT4: so: actually you save all calls from mysql to elasticsearch. Then if i ask an aggregate from gui or if i recalculate an invoice, the data are taken from elasticsearch instead of a mysql query?
  258. [19:42:29] Kolmisoft Support: yes, it works much faster with elasticsearch
  259.  
  260.  
  261.  
  262. CHAT 5:
  263.  
  264. [13:37:00] CLIENT5: Hello
  265. [13:38:26] CLIENT5: Is there any way where we can add new rates to existing destinations present in the providers tariff list A-Z at a country level
  266. [13:38:45] CLIENT5: avoiding adding rates to each prefix
  267. [13:40:18] CLIENT5: We need to add only for 3 countries.....Belgium , India and Singapore....
  268. [13:41:31] CLIENT5: Is that possible without entering the rate for each and every prefix individually, which is very cumbersome
  269. [14:35:26] Kolmisoft Support: Hello. You can update rates from GUI, or you can update with the other csv file with needed prefixes and rates. Please check these guids: http://wiki.kolmisoft.com/index.php/Rates_Update, http://wiki.kolmisoft.com/index.php/Rate_import_from_CSV
  270. [14:54:55] CLIENT5: I have all the details from our provider (BICS). We need to create termination route. This is our first time. Hence it would be great help to us if you show it to us once. We will then be able to do it by ourselves for subsequent providers.
  271. [15:04:08] Kolmisoft Support: what is the IP of provider? You should put it in provider settings
  272. [15:04:33] CLIENT5: There are lot of parameters which we are not able to understand
  273. [15:05:29] CLIENT5: IP @ BICS (sig) is
  274. [15:05:56] CLIENT5: IP @ BICS (rtp) is
  275. [15:07:07] CLIENT5: These are IPs
  276. [15:09:11] Kolmisoft Support: enter in provider settings where hostname and server IP
  277. [15:09:11] Kolmisoft Support: http:///billing/providers/edit/5
  278. [15:09:23] Kolmisoft Support: also mark IP Authentication
  279. [15:11:27] CLIENT5: I have selected Hostname/IP...is this correct'
  280. [15:11:48] CLIENT5: and I have put the IP in the IP field. Hostname kept as blank
  281. [15:11:55] CLIENT5: What port should I Put there ?
  282. [15:12:29] Kolmisoft Support: put the same IP as well
  283. [15:12:59] CLIENT5: you mean in the hostname field ?
  284. [15:13:11] Kolmisoft Support: yes, in the hostname field
  285. [15:13:16] CLIENT5: ok
  286. [15:13:17] CLIENT5: What about the port
  287. [15:14:13] Kolmisoft Support: leave it 5060 and save changes
  288. [15:14:17] CLIENT5: ok
  289. [15:14:20] Kolmisoft Support: it is enough for now
  290. [15:14:24] CLIENT5: ok
  291. [15:14:50] CLIENT5: Also I have selected -------- Server_1: 127.0.0.1|127.0.0.1
  292. [15:14:54] CLIENT5: is it ok?
  293. [15:15:01] CLIENT5: the asterisk server I mean
  294. [15:15:16] Kolmisoft Support: it's ok
  295. [15:15:19] CLIENT5: ok
  296. [15:15:43] CLIENT5: Done
  297. [15:16:38] CLIENT5: We put the IP of the Sig server...and not the RTP
  298. [15:17:09] Kolmisoft Support: yes, in MOR it is enough to enter only signaling IP
  299. [15:17:26] CLIENT5: ok
  300. [15:17:50] CLIENT5: but for outbound calls ...Is RTP server necessary ?
  301. [15:19:00] Kolmisoft Support: no, MOR will identify RTP IP in ivite packet
  302. [15:19:09] CLIENT5: ok
  303. [15:19:31] Kolmisoft Support: now you need a tariff for provider
  304. [15:19:43] Kolmisoft Support: currently I see that there is
  305. [15:19:43] CLIENT5: I have a sheet from the partner...
  306. [15:19:46] Kolmisoft Support: but without rates
  307. [15:20:12] Kolmisoft Support: a sheet in csv format?
  308. [15:20:22] CLIENT5: Yes
  309. [15:20:26] CLIENT5: along with rates
  310. [15:20:39] Kolmisoft Support: ok, please go here: http://.145.75/billing/tariffs/list
  311. [15:20:48] CLIENT5: Can the system update without rates as well ?
  312. [15:20:52] CLIENT5: ok
  313. [15:20:56] Kolmisoft Support: select BICS Prov Test Tariff and press import from csv
  314. [15:21:03] CLIENT5: done
  315. [15:21:14] CLIENT5: but i need the format first
  316. [15:21:51] Kolmisoft Support: can you send me that file?
  317. [15:21:57] CLIENT5: yes
  318. [15:23:06] Kolmisoft Support: please
  319. [15:23:24] CLIENT5: To view this shared file, go to: BICS_ FCM Pricelist (25 Oct 2016)_ SGP BICS_ FCM Pricelist (25 Oct 2016)_ SGP https://login.skype.com/login/sso?go=xmmfallback&docid=0-ea-d2-
  320. [15:38:27] CLIENT5: Hi
  321. [15:38:57] CLIENT5: Did u manage to check the file?
  322. [15:43:22] CLIENT5: Hi
  323. [15:53:24] Kolmisoft Support: we are checking, the file is quite difficult
  324. [15:53:37] CLIENT5: ok
  325. [15:53:37] Kolmisoft Support: it is needed to merge country code with area code in one cell
  326. [15:54:08] CLIENT5: ok
  327. [15:54:50] CLIENT5: Does it have all columns that we need to upload ?
  328. [16:12:23] Kolmisoft Support sent file BICS converted.csv.
  329. [16:12:38] Kolmisoft Support: I think now it should be fine and you can import this file
  330. [16:13:25] CLIENT5: Just downloading
  331. [16:17:22] Kolmisoft Support: now press import from csv and select this file
  332. [16:19:54] CLIENT5: Its giving an error
  333. [16:20:16] Kolmisoft Support: what error?
  334. [16:21:01] CLIENT5: To view this shared photo, go to: https://login.skype.com/login/sso?go=xmmfallback?pic=0-ea-d1-
  335. [16:25:30] Kolmisoft Support: this is not error, system just suggest to change separators. Just press continue with file import, separators already assigned automatically
  336. [16:26:26] CLIENT5: ok
  337. [16:26:26] Kolmisoft Support: later select prefix ant price, according to file, it will be "prefix" and "price/min"
  338. [16:26:35] Kolmisoft Support: and press assigne columns
  339. [16:26:51] Kolmisoft Support: later confirm columns
  340. [16:27:50] Kolmisoft Support: then proceed
  341. [16:29:16] CLIENT5: what about destination ?
  342. [16:29:22] CLIENT5: should i select that too ??
  343. [16:29:41] CLIENT5: I mean should I map that too from the CSV file ?
  344. [16:31:42] Kolmisoft Support: MOR will create if needed according to csv file. You need to do all according to this manual:
  345. [16:31:43] Kolmisoft Support: http://wiki.kolmisoft.com/index.php/Rate_import_from_CSV
  346. [16:46:36] CLIENT5: Tarrif is done
  347. [16:46:43] CLIENT5: thanks
  348. [16:53:25] Kolmisoft Support: now create the LCR
  349. [16:53:34] CLIENT5: in routing ?
  350. [16:53:36] Kolmisoft Support: go to Billing -> Routing
  351. [16:53:44] CLIENT5: yes
  352. [16:55:03] CLIENT5: clicked on providers after tha
  353. [16:55:21] CLIENT5: selected BICS SIP/
  354. [16:55:39] Kolmisoft Support: and press Add
  355. [16:55:50] CLIENT5: Done
  356. [16:55:58] CLIENT5: Save changes ?
  357. [16:56:16] Kolmisoft Support: not needed here
  358. [16:56:20] CLIENT5: ok
  359. [16:56:32] Kolmisoft Support: now go to users
  360. [16:56:37] Kolmisoft Support: and create new user
  361. [16:57:07] Kolmisoft Support: select LCR you created and the tariff
  362. [16:57:44] Kolmisoft Support: add balance and I think it is enough for now
  363. [16:57:52] Kolmisoft Support: for testing
  364. [16:59:01] CLIENT5: In tariff I have just updated/opened 3 countries which the BICS guys need to test
  365. [16:59:04] CLIENT5: its ok right
  366. [16:59:06] CLIENT5: ?
  367. [16:59:30] Kolmisoft Support: yes, sure
  368. [16:59:58] CLIENT5: If I select Prepaid...do I have to assign credits separately to this user ?
  369. [17:02:15] Kolmisoft Support: yes, you will need to add balance, later user will be able to call, postpaid users can have negative balance
  370. [17:02:42] CLIENT5: will make the user post paid then...as its just for test
  371. [17:02:50] Kolmisoft Support: ok
  372. [17:04:03] CLIENT5: There are lots of fields which I am not able to understand
  373. [17:04:11] CLIENT5: will take up a lot of time
  374. [17:04:39] Kolmisoft Support: leave them for now, it is unecessary now
  375. [17:04:48] CLIENT5: Ok
  376. [17:05:09] CLIENT5: I will create the user now
  377. [17:06:13] CLIENT5: done
  378. [17:07:03] Kolmisoft Support: now press a blue phone sign
  379. [17:07:10] CLIENT5: went to devices
  380. [17:07:23] CLIENT5: add new device?
  381. [17:07:23] Kolmisoft Support: ok create one
  382. [17:07:36] CLIENT5: no need to assign provider ?
  383. [17:07:41] Kolmisoft Support: no
  384. [17:08:02] CLIENT5: ok
  385. [17:09:01] Kolmisoft Support: you can just enable first free codecs and leave other configuration by default
  386. [17:09:24] CLIENT5: PIN and Device group ?
  387. [17:10:57] Kolmisoft Support: leave by default
  388. [17:11:06] CLIENT5: ok
  389. [17:11:21] CLIENT5: I have selected first 3 codecs which are supported as per your tech doc
  390. [17:11:40] Kolmisoft Support: and press update at the end of the page
  391. [17:12:04] CLIENT5: One small thing
  392. [17:12:12] CLIENT5: what is authentication overe here
  393. [17:12:22] CLIENT5: its does not show the IP
  394. [17:12:30] CLIENT5: but some username and password
  395. [17:14:04] Kolmisoft Support: how should MOR authenticate the device, by IP or by Username and password: http://wiki.kolmisoft.com/index.php/Device_settings#Authentication
  396. [17:15:22] CLIENT5: Is this the IP that BICS has provided ?
  397. [17:15:33] CLIENT5: or its the reverse for internal user ?
  398. [17:15:50] CLIENT5: I am a bit confused
  399. [17:16:19] CLIENT5: even after reading the wiki
  400. [17:17:39] Kolmisoft Support: it is for user, not for bics
  401. [17:17:43] CLIENT5: ok
  402. [17:17:53] CLIENT5: so let it be username and password right?
  403. [17:17:58] CLIENT5: no need to change ??
  404. [17:18:08] Kolmisoft Support: yes, you can leave username and password
  405. [17:18:15] CLIENT5: ok
  406. [17:18:50] CLIENT5: created a device
  407. [17:19:54] Kolmisoft Support: thats all, now you need to register and try to make a call
  408. [17:20:08] Kolmisoft Support: do you have any softphone?
  409. [17:20:45] CLIENT5: No
  410. [17:20:55] CLIENT5: can u suggest to download ?
  411. [17:21:02] CLIENT5: on IOS ?
  412. [17:22:27] Kolmisoft Support: you can try zoiper
  413. [17:22:27] Kolmisoft Support: http://www.zoiper.com/en
  414. [17:25:58] CLIENT5: just downloaded zoiper on my cell
  415. [17:27:47] CLIENT5: when I go to accounts to create a SIP connection
  416. [17:28:03] CLIENT5: it just shows me two providers that are there for india
  417. [17:28:18] CLIENT5: instatalk and voipfibre
  418. [17:29:13] Kolmisoft Support: is it possible to create own account without selecting any of them?
  419. [17:29:31] CLIENT5: thats what I am looking out for
  420. [17:30:07] CLIENT5: no
  421. [17:30:22] CLIENT5: but when I select different countries it shows me diff providers
  422. [17:30:47] Kolmisoft Support: I think it should be something like this
  423. [17:30:47] Kolmisoft Support: https://www.youtube.com/watch?v=eB6kyCiJkMY
  424. [17:30:52] CLIENT5: like in Belgium...it shows me allcoud, voiptiger,myvoice etc
  425. [17:31:09] Kolmisoft Support: or this
  426. [17:31:09] Kolmisoft Support: https://www.youtube.com/watch?v=qfPQF_wupQU
  427. [17:31:27] CLIENT5: oh yes
  428. [17:31:29] CLIENT5: got it
  429. [17:31:40] CLIENT5: i selected manual configuraion
  430. [17:32:06] CLIENT5: what do I add in the fields?>
  431. [17:32:09] CLIENT5: Account name ?
  432. [17:33:08] Kolmisoft Support: it is name, so I think it could be anything here
  433. [17:33:21] CLIENT5: ok
  434. [17:33:30] CLIENT5: MOR
  435. [17:33:33] Kolmisoft Support: domain is IP of MOR
  436. [17:33:41] CLIENT5: ok
  437. [17:33:42] Kolmisoft Support: Message removed.
  438. [17:33:43] CLIENT5: one sec
  439. [17:33:59] CLIENT5: http://136.45.75
  440. [17:34:06] CLIENT5: I mean just the IP\\
  441. [17:34:08] Kolmisoft Support: without http://
  442. [17:34:10] CLIENT5: sorry
  443. [17:34:14] CLIENT5: yes
  444. [17:34:38] CLIENT5: username
  445. [17:34:46] CLIENT5: 1001
  446. [17:35:10] CLIENT5: or the username of the BICS user ?
  447. [17:35:19] CLIENT5: I mean device or system user?
  448. [17:35:51] Kolmisoft Support: device user
  449. [17:35:53] Kolmisoft Support: 1001
  450. [17:35:55] CLIENT5: ok
  451. [17:36:59] CLIENT5: caller id ?
  452. [17:37:43] Kolmisoft Support: leave empty or enter your number
  453. [17:37:48] CLIENT5: ok
  454. [17:38:12] CLIENT5: anything else like advance settings to be configured?
  455. [17:38:24] CLIENT5: Auth username ?
  456. [17:38:30] CLIENT5: and any proxy info?
  457. [17:38:52] Kolmisoft Support: not needed
  458. [17:38:56] Kolmisoft Support: try to call now
  459. [17:39:26] CLIENT5: let me try and register and see if its happening
  460. [17:39:36] CLIENT5: oh done
  461. [17:39:38] CLIENT5: :)
  462. [17:40:39] CLIENT5: it says
  463. [17:40:54] CLIENT5: forbidden
  464. [17:41:00] CLIENT5: error 403
  465. [17:41:02] Kolmisoft Support: now go to last calls and check why call did not pass
  466. [17:41:09] CLIENT5: ok
  467. [17:42:53] CLIENT5: hangup case is failed
  468. [17:42:57] CLIENT5: error code 224
  469. [17:43:12] CLIENT5: wow
  470. [17:43:15] Kolmisoft Support: move mouse on the code
  471. [17:43:18] CLIENT5: got the answer
  472. [17:43:23] CLIENT5: super
  473. [17:43:34] CLIENT5: I will change the retail rate that means
  474. [17:43:55] Kolmisoft Support: you can enter detailed information on the right by pressing blue bubble
  475. [17:47:55] CLIENT5: 34 - No circuit/channel available
  476. This cause indicates that there is no appropriate circuit/channel presently available to handle the call.
  477. There is no place on the Public Telephone network to place the call; the call never gets to its destiation. This is usually a temporary problem.
  478. [17:47:59] CLIENT5: This is the new reason
  479. [17:48:05] CLIENT5: tried twice
  480. [17:48:29] Kolmisoft Support: you can check pcap information
  481. [17:48:29] Kolmisoft Support: http://13675/billing/calls/call_info/1047
  482. [17:48:42] Kolmisoft Support: service unavailable comes from provider
  483. [17:48:43] CLIENT5: ok
  484. [17:48:58] Kolmisoft Support: please contact provider for more information
  485. [17:49:03] CLIENT5: ok
  486. [17:49:31] Kolmisoft Support: also download and attatch pcap for them
  487. [17:49:39] CLIENT5: yes
  488. [17:49:43] CLIENT5: just doing that
  489. [17:50:14] CLIENT5: the platform has very comprehensive features....
  490. [17:50:18] CLIENT5: thats good
  491. [17:50:50] Kolmisoft Support: most all the times, when code is less than 200, it is something wrong with provider, if code is > 200, then something configured wrong in MOR
  492. [17:51:02] CLIENT5: ok
  493. [17:51:07] CLIENT5: got it
  494. [18:00:03] CLIENT5: One last Info
  495. [18:00:32] CLIENT5: Should I give just the username and password to the BICS team so that they could do the testing ?
  496. [18:00:43] CLIENT5: as they already have the IP
  497. [18:02:06] Kolmisoft Support: no, they should see calls from MOR IP and check what is wrong
  498. [18:02:16] Kolmisoft Support: they should see calls on their platform
  499. [18:02:25] Kolmisoft Support: so pcap file is enough
  500. [18:02:26] CLIENT5: oh ok
  501. [18:02:39] Kolmisoft Support: don't share any passwords
  502. [18:02:55] CLIENT5: in case .....they want to test using their devices ?
  503. [18:03:10] CLIENT5: how do we do that ?
  504. [18:05:11] Kolmisoft Support: I think they will check call log on their platfrom and it be enough for them, though this is test device, so you can tell them password if you trust them
  505. [18:05:31] CLIENT5: Ok I got what you meant
  506. [18:05:59] CLIENT5: thank you very much for the very comprehensive support for today
  507. [18:06:29] Kolmisoft Support: you are welcome, have a nice evening
  508.  
  509.  
  510.  
  511.  
  512. CHAT 6:
  513. [05:36:02] CLIENT6: Good Morning. You may proceed to implement the Blacklisting script and if restart of asterisk required you may do so if its under 8 calls
  514. [11:19:26] CLIENT6: Hi there.
  515. [11:20:51] Kolmisoft Support: Hello
  516. [11:21:23] CLIENT6: Fine. Any luck with the script customization yet?
  517. [11:29:13] Kolmisoft Support: so you need to block number that were dialled:
  518.  
  519. * 2 or more times within 1 minute
  520. * 4 or more times within 1 hour
  521. * 6 or more times within 1 day
  522. * 10 or more times within 1 week
  523. [11:29:15] Kolmisoft Support: correct?
  524. [11:29:48] CLIENT6: correct.
  525. [11:30:10] CLIENT6: Both Caller ID and Destination Number
  526. [11:30:15] Kolmisoft Support: this applies to any number? or just with specific prefixes?
  527. [11:30:50] CLIENT6: What are my choices there?
  528. [11:31:47] Kolmisoft Support: choices are to apply these rules to all numbers or to specific (starting with specific prefix)
  529. [11:32:23] CLIENT6: I think for all numbers will work for now.
  530. [11:32:27] Kolmisoft Support: ok
  531. [11:32:37] CLIENT6: Thanks
  532. [11:32:52] Kolmisoft Support: soon I will update configuration file with these rules
  533. [11:35:58] CLIENT6: thanks. Whoever was on yesterday evening mentioned the 7 days rule may overload the server
  534. [11:36:21] CLIENT6: So we agreed to stop at 24 hours and see how it goes
  535. [11:36:42] Kolmisoft Support: yes, this would be better
  536. [11:37:09] CLIENT6: Very well. lets stop at 24 hours
  537. [11:42:55] Kolmisoft Support: I see that in configuration file there a two rules based on short call duration, should I remove those?
  538. [11:43:21] CLIENT6: What rules are those?
  539. [11:43:56] Kolmisoft Support: blacklist source numbers that have duration lower than 5 seconds
  540. [11:44:22] Kolmisoft Support: and another one blocks source numbers that are lower than 23 seconds
  541. [11:44:57] CLIENT6: does it block on the initial short calls or after repeated short calls?
  542. [11:45:25] CLIENT6: From experience, sometimes the FMS companies will send short calls usually under 30 seconds
  543. [11:45:30] Kolmisoft Support: one call is enough to block
  544. [11:45:43] Kolmisoft Support: so I think we should remove that rule
  545. [11:45:45] CLIENT6: Should be more than 1
  546. [11:45:49] CLIENT6: yes can remove that.
  547. [11:54:24] CLIENT6: dstduration,*,30,480,50
  548. [11:54:39] CLIENT6: How would that included play out.
  549. [11:55:09] CLIENT6: 2 short durations to destination numbers in 8 hours we block as well
  550. [11:55:51] Kolmisoft Support: well, currently there is no way to apply rules for 2 short calls (or more)
  551. [11:56:25] Kolmisoft Support: single call will be enough to block
  552. [11:56:32] CLIENT6: If score is updated by 50 points instead of 100?
  553. [11:56:42] Kolmisoft Support: let me think
  554. [11:56:56] CLIENT6: I thought blocking is at score 100 and above
  555. [11:58:44] Kolmisoft Support: this might work, but to be sure i would need to test it
  556. [11:59:21] CLIENT6: Ok.
  557. [11:59:30] Kolmisoft Support: i will let you know it this scenario is possible
  558. [11:59:35] CLIENT6: Cool
  559. [11:59:51] Kolmisoft Support: configuration file is ready so i think we can enable script
  560. [12:00:21] CLIENT6: good
  561. [12:01:01] Kolmisoft Support: also, you want to apply blacklisting to all users?
  562. [12:01:58] CLIENT6: yes
  563. [12:02:28] CLIENT6: apart from our own user ID's
  564. [12:02:56] CLIENT6: I can disable blacklisting per user on the GUI right?
  565. [12:03:16] Kolmisoft Support: yes
  566. [12:03:41] Kolmisoft Support: by default users follow global setting, but it can be changed in user's settings
  567. [12:04:47] Kolmisoft Support: http://wiki.kolmisoft.com/images/5/53/User_blacklists_details.png
  568.  
  569. so I suggest to set "Enable Dynamic Blacklist" to "no" for users you want to exclude from blacklisting
  570. [12:04:52] CLIENT6: YEs.
  571. [12:05:00] Kolmisoft Support: and then I will enable blacklisting globally
  572. [12:07:24] CLIENT6: done
  573. [12:08:58] Kolmisoft Support: i have enabled blacklisting
  574. [12:09:17] CLIENT6: thanks
  575. [12:09:24] CLIENT6: lets see how it goes
  576. [12:09:56] Kolmisoft Support: i see that many numbers were already blocked
  577. [12:10:03] CLIENT6: yes
  578. [12:10:24] Kolmisoft Support: but performance looks ok
  579. [12:10:38] CLIENT6: Good. lets see when load increases
  580. [12:10:43] Kolmisoft Support: yes
  581. [12:11:42] CLIENT6: I might have messed up with the tarrifs for the filter
  582. [12:12:44] CLIENT6: Could you kindly look how best to set it up so we can do rerating.
  583. 1. Filter is provider
  584. 2. Filter Sell is tariff for filtet
  585. [12:13:32] CLIENT6: Ideally its a loop and I got mixed up on the tariffs and this is affecting the overview of profits.
  586. [12:15:59] Kolmisoft Support: before proceeding with rerating, i just want to inform that if something is wrong with blacklisting (for example too many numbers blocked), then disable blacklisting here http://149.210.165.114/billing/monitorings/settings (uncheck Blacklist Feature enabled) and we will check if those numbers were blocked correctly
  587. [12:16:41] CLIENT6: That's not our IP
  588. [12:17:28] Kolmisoft Support: sorry, wrong ip
  589. [12:17:40] CLIENT6: got it though
  590. [12:26:56] Kolmisoft Support: also, i see that you have set two blacklisting threshold set to 100 and they have different LCR assigned
  591. [12:27:10] Kolmisoft Support: you want to block calls when threshold is reached?
  592. [12:27:37] CLIENT6: When Threshold reached we should send them to empty LCR
  593. [12:27:47] Kolmisoft Support: ok
  594. [12:28:15] CLIENT6: and send (503) to advance call in a routable manner to client
  595. [12:31:28] Kolmisoft Support: let's get back to rerating
  596.  
  597. so you changed tariff for provider and want to rerate those calls?
  598. [12:39:23] CLIENT6: I noticed the filter was somehow affecting my stats for minutes done and profits.. If you could have a look. Initially I had put cost 0 and selling 0
  599. [12:44:50] Kolmisoft Support: i see that at first selling cost was 0 and then was changed to 0.0290
  600. [12:44:52] Kolmisoft Support: correct?
  601. [12:45:14] CLIENT6: Yes.
  602. [12:45:38] Kolmisoft Support: you want to correct those old calls where price is 0 to have proper profit calculation, right?
  603. [12:48:28] CLIENT6: Yes,
  604. [12:48:53] CLIENT6: Ideally it should not charge anything since it was loop calls
  605. [12:49:49] Kolmisoft Support: rerating is designed for users, not providers. If you want to rerate provider price, then user price will be rerated as well
  606. [12:51:34] Kolmisoft Support: by rerating provider calls, there is a possibility that user prices will change as well (unless you did not change anything in users tariffs)
  607. [13:02:35] CLIENT6: Aha
  608. [13:04:01] CLIENT6: How can we do it to match actuals. I.e calls sent to filter provider costs 0 to user filter but charged accordingly to clients
  609. [14:44:06] CLIENT6: May I ask why blacklisting score is now updated by 200 from the previous 100?
  610. [14:45:25] Kolmisoft Support: i think this was my mistake, i will put score 100
  611. [14:45:39] CLIENT6: Shall I do it
  612. [14:45:43] Kolmisoft Support: ok
  613. [14:46:54] CLIENT6: done
  614. [14:48:22] Kolmisoft Support: restart is not required, so these changes are applied
  615. [14:51:31] CLIENT6: Thanks a lot.
  616. [15:28:40] CLIENT6: Hi
  617. [15:29:15] CLIENT6: ive created ticket and uploaded 1 file then now I cannot reach your support website to upload other CSV file.
  618. [15:29:28] CLIENT6: To view this shared file, go to: bl_dst_scoring - 500.csv bl_dst_scoring - 500.csv https://login.skype.com/login/sso?go=webclient.xmm&docid=0-neu-d1-
  619. [15:29:42] CLIENT6: Pls upload it for me to the ticket and you can action the ticket
  620. [15:30:28] Kolmisoft Support: ok, i will upload
  621. [15:30:33] Kolmisoft Support: there was network issue
  622. [15:30:42] Kolmisoft Support: website should be online now
  623. [15:30:47] CLIENT6: Thanks,
  624. [15:31:28] Kolmisoft Support: it is uploaded
  625. [15:31:40] CLIENT6: (ok)
  626. [17:49:13] CLIENT6: [17:46:21] NOC at Eastern Point Communications LLC: remap ONLY SIP 403 Forbidden to SIP 503 service unavailable
  627.  
  628. <<<
  629. [17:49:39] CLIENT6: http://wiki.kolmisoft.com/index.php/Mor.conf
  630. [17:49:45] CLIENT6: Greek language
  631. [17:49:55] CLIENT6: Can we change for this user
  632. [17:51:35] Kolmisoft Support: configuration ir mor.conf is global
  633. [17:53:31] Kolmisoft Support: we can't change for specific user, only globally
  634. [17:53:42] CLIENT6: which line should I look for?
  635. [17:53:45] CLIENT6: its ok
  636. [17:53:55] Kolmisoft Support: hgcX = code
  637. [17:53:58] CLIENT6: would like to change that
  638. [17:54:33] Kolmisoft Support: if we are talking about blacklisting, then hangupcause is 204 No suitable providers found
  639. [17:54:56] Kolmisoft Support: in that case you have to add
  640.  
  641. hgc204 = 34
  642. [17:54:59] CLIENT6: what about forbiden
  643. [17:55:21] CLIENT6: 403
  644. [17:55:24] Kolmisoft Support: this way forbidden should change to 503 service unavailable
  645. [17:57:10] CLIENT6: ; !!! DO NOT CHANGE THESE VALUES IF YOU'RE NOT SURE WHAT YOU ARE DOING !!!
  646. [17:57:30] CLIENT6: I'm not sure where to add . If you could pls implement for me
  647. [17:57:46] Kolmisoft Support: ok, I will add
  648. [18:00:19] CLIENT6: but from our end we will be able to see the real hangup code right?
  649. [18:00:50] Kolmisoft Support: you will see hangup code 204 No suitable providers found
  650. [18:00:59] CLIENT6: ok
  651. [18:01:11] CLIENT6: and client will not get 403 right?
  652. [18:01:25] Kolmisoft Support: client should get 503
  653. [18:01:30] CLIENT6: cool
  654. [18:01:49] Kolmisoft Support: changes applied
  655. [18:01:58] CLIENT6: Thanks
  656. [18:02:05] CLIENT6: will ask him to retest.
  657. [18:02:31] Kolmisoft Support: ok, let us know if this change helped
  658. [18:02:37] CLIENT6: yes sure
  659. [18:20:13] CLIENT6: Sir
  660. [18:20:15] CLIENT6:
  661. [18:46:25] CLIENT6:
  662. [18:46:43] CLIENT6: http://prntscr.com/ccypt7
  663. [18:46:53] CLIENT6: How come same call hitting both GW same time
  664. [18:48:00] Kolmisoft Support: are those providers in the same LCR?
  665. [18:48:05] CLIENT6: yes
  666. [18:48:24] Kolmisoft Support: so maybe first provider failed and then call was routed through second provider
  667. [18:48:34] Kolmisoft Support: time indicates when call come to MOR
  668. [18:48:35] CLIENT6: same exact time
  669. [18:48:42] Kolmisoft Support: not when provider was dialed
  670. [18:48:46] CLIENT6: how to determine that?
  671. [18:49:53] Kolmisoft Support: in the right corner there is blue info icon, press it and you should see more info about call
  672.  
  673. check if both calls have same uniqueid
  674. [18:50:48] Kolmisoft Support: if they do have same uniqueid, it means that first provider failed and call was routed through second provider
  675. [18:51:33] Kolmisoft Support: time is the same for both attempts, because it shows when call came to MOR system
  676. [18:51:52] CLIENT6: ok
  677. [18:53:44] CLIENT6: They have same ID
  678. [18:54:04] Kolmisoft Support: so this explains why both attempts have the same time
  679. [18:54:18] CLIENT6: Thanks, almost had a heart attack
  680. [18:54:31] Kolmisoft Support: glad to help
  681. [18:54:33] CLIENT6: So how can we determine the call flow
  682. [18:55:28] Kolmisoft Support: well it is not that easy just by looking in Last Calls
  683. [18:56:05] Kolmisoft Support: in call info page there is "Call log" feature which shows what really happened
  684. [18:56:16] Kolmisoft Support: shows all info about call
  685. [18:56:34] Kolmisoft Support: but it can be hard to read it at first
  686. [18:57:32] CLIENT6: checkin
  687. [19:00:05] CLIENT6: still unable to follow the call
  688. [19:09:27] Kolmisoft Support: in call log you can see that 2 providers were found in LCR, then first provider failed and second provider was dialed
  689. [19:10:54] Kolmisoft Support: somewhere in that log there is a line "LCR table", it show providers selected for this call
  690. [19:11:27] Kolmisoft Support: and below there are red warning lines indicating that providers failed
  691. [19:11:39] CLIENT6: yes
  692. [19:11:55] CLIENT6: Let me recheck. In other news. Troubled NOC
  693. [19:11:59] CLIENT6: [19:10:32] NOC at Eastern Point Communications LLC: Tell your support this:
  694.  
  695. If Call had same unique ID so its a failover… than its wrong on SIP 486 Busy Here. Call should only route advance to next GW… IF and ONLY IF first GW is full or no-ports or congestion… Other than that it should just release the call with whatever GW released it… IT is a waste of resources to route advance a SIP 486 Busy here or SIP 487 Abandoned call to next GW…
  696.  
  697. In lame mans term… If you are selling vegetables and you knocking on someones door and the person is not answering the door… Do you keep on knocking or move on to next house?
  698.  
  699. <<<
  700. [19:16:32] Kolmisoft Support: yes, first provider returned BUSY hangup cause, so normally system should not try to dial same number through other provider
  701.  
  702.  
  703.  
  704. CHAT 7:
  705.  
  706. [12:04:07] CLIENT6: Good afternoon sir.
  707. [12:04:40] CLIENT6: I don't see the routing by quality on our Switch
  708. [12:08:21] Kolmisoft Support: Hello, this is new fucntionality and is available only from MOR X9
  709. [12:09:09] CLIENT6: cool. we are on rented. Are we going to get the upgrade?
  710. [12:11:30] Kolmisoft Support: Yes, we will start upgrades this week. I will create a ticket for you and will inform you later this week once we will know when can we schedule the upgrade.
  711. [12:11:57] CLIENT6: (y) Thanks.
  712.  
  713.  
  714.  
  715. CHAT 8:
  716.  
  717. [09:02:55] CLIENT7: hi
  718. [09:02:58] CLIENT7: are you there ?
  719. [09:03:01] Kolmisoft Support: hello
  720. [09:03:34] CLIENT7: you can help me with the spy device ?
  721. [09:04:36] Kolmisoft Support: yes, sure. Please go to personal details and select spy device.
  722. [09:05:53] Kolmisoft Support: let me know when it's done
  723. [09:06:05] PBX Hosting | CLIENT7: Para ver esta foto compartida, ve a: https://login.skype.com/login/sso?go=xmmfallback?pic=0-eus-d4-
  724. [09:07:40] PBX Hosting | CLIENT7: done
  725. [09:10:13] Kolmisoft Support: Hh, you are selecting it from Users personal details. You need to login as Admin and select it there in personal details
  726. [09:10:32] Kolmisoft Support: only Admin and Reseller are allowed to use this functionality
  727. [09:12:55] PBX Hosting | CLIENT7: User not ?
  728. [09:14:04] PBX Hosting | CLIENT7: why ?
  729. [09:16:25] Kolmisoft Support: It is done like this, also it is mentioned in wiki. Let me test test this to make sure, I will back to you shortly.
  730. [09:17:06] PBX Hosting | CLIENT7: i have other MOr same versión and working perfectly
  731. [09:17:15] PBX Hosting | CLIENT7: but this Not
  732. [09:17:51] Kolmisoft Support: I will test it on my test platform
  733. [09:17:55] Kolmisoft Support: one moment
  734. [09:22:37] Kolmisoft Support: can you provide access to that other MOR platform?
  735. [09:23:19] PBX Hosting | CLIENT7: Para ver esta foto compartida, ve a: https://login.skype.com/login/sso?go=xmmfallback?pic=0-eus-d5-
  736. [09:24:53] Kolmisoft Support: yes, I see this on my MOR too. But you told that you have another MOR there it works, can you give me IP of that MOR and tell the root password? So I will connect and compare settings
  737. [09:26:15] PBX Hosting | CLIENT7: you need Access for the another mor Works?
  738. [09:26:40] PBX Hosting | CLIENT7: or for the mor the not work ?
  739. [09:26:45] Kolmisoft Support: where works
  740. [09:27:07] PBX Hosting | CLIENT7: IP: 173..242
  741. User: root
  742. Password: OBuWA0J3soVSV0P
  743. [09:27:21] PBX Hosting | CLIENT7: this is the mor where works
  744. [09:27:48] Kolmisoft Support: what user should I check?
  745. [09:28:00] PBX Hosting | CLIENT7: any all working
  746. [09:28:39] PBX Hosting | CLIENT7: for test you can check: convectorteletech
  747. [09:28:41] PBX Hosting | CLIENT7: user
  748. [09:28:47] Kolmisoft Support: ok
  749. [09:33:15] Kolmisoft Support: what number can I call?
  750. [09:33:22] PBX Hosting | CLIENT7:
  751. [09:33:27] PBX Hosting | CLIENT7: is my number
  752. [09:33:42] Kolmisoft Support: ok, please do not answer
  753. [09:34:16] PBX Hosting | CLIENT7: look Working Very well
  754. [09:34:33] Kolmisoft Support: yes, ok I am investigating
  755. [09:34:57] PBX Hosting | CLIENT7: please you can send me the update in ticket
  756. [09:35:01] PBX Hosting | CLIENT7: i need sleep
  757. [09:35:08] PBX Hosting | CLIENT7: in my country is midnight
  758. [09:35:21] Kolmisoft Support: ok, I have access to both servers now, so we will figure out
  759. [09:35:37] Kolmisoft Support: I will inform you in the ticket
  760. [09:35:40] PBX Hosting | CLIENT7: okas
  761. [09:35:41] PBX Hosting | CLIENT7: thanks
  762. [09:35:46] PBX Hosting | CLIENT7: good day
  763. [09:35:46] PBX Hosting | CLIENT7: bye
  764. [09:35:52] Kolmisoft Support: good night
  765.  
  766.  
  767.  
  768. CHAT 9:
  769.  
  770. [18:13:14] CLIENT8: Hello
  771. [18:13:32] CLIENT8: Are there any issues with MOR ?
  772. [18:13:36] CLIENT8: active calls not stable
  773. [18:13:57] Kolmisoft Support: Hello, I will check this now.
  774. [18:15:00] CLIENT8: ok , thanks
  775. [18:15:24] CLIENT8: it has been sable just now!
  776. [18:17:46] Kolmisoft Support: Well, I see that asterisk hasn't crashed and has not been restarted. What do you mean by unstalble? Active calls disappear?
  777. [18:21:52] CLIENT8: no ,
  778. #answered calls were very low comparing to total
  779. [18:22:01] CLIENT8: something like 90/20 !
  780. [18:22:11] Kolmisoft Support: Is it better now?
  781. [18:22:18] CLIENT8: yes
  782. [18:23:04] Kolmisoft Support: Well, I haven't changed anything, it might be temporaty network issue. We will observe it now for upcoming hour or so.
  783. [18:26:14] CLIENT8: ok ,
  784. [18:26:40] CLIENT8: thank you for fast response
  785. [18:27:00] Kolmisoft Support: We are glad to help.
  786. [19:26:23] CLIENT8: Hello
  787. [19:26:36] Kolmisoft Support: Hello
  788. [19:26:47] CLIENT8: I think it was something in MOR caused low ACD for all our routes!
  789. [19:26:59] CLIENT8: i am afraid it is back again
  790. [19:27:22] Kolmisoft Support: Will check again now, and will take SIP trace too
  791. [19:27:52] CLIENT8: ok , keep us updated plz
  792. [19:28:01] Kolmisoft Support: sure
  793. [19:28:39] CLIENT8: thanks
  794. [19:33:20] Kolmisoft Support: I see 267 / 227 in active calls, so this looks normal, will check system load and trace now
  795. [19:47:24] Kolmisoft Support: I checked 6th of June ASR was 6.91 % and ACD 04:38; for today ASR is about 11% and ACD is 03:30
  796.  
  797.  
  798.  
  799. CHAT 10:
  800.  
  801. [11:38:11] CLIENT8: Hello
  802. [11:38:26] CLIENT8: I get this error when trying to edit GUI
  803. [11:38:40] CLIENT8: "Cannot connect to Asterisk Server"
  804. [11:39:07] CLIENT8:
  805. GUI Error - SystemExit
  806. Possible reason that wrong AMI username and/or password for Server.
  807. You need to set correct AMI Username/Pasword/IP/Port for your Asterisk Server in MOR Configuration.
  808. [11:39:27] Kolmisoft Support: hello, we are checking this now.
  809. [11:40:25] CLIENT8: ok
  810. [11:42:33] Kolmisoft Support: which exact page gives you this error? editing device?
  811. [11:42:52] CLIENT8: yes
  812. [11:44:05] Kolmisoft Support: I can reproduce the issue, checking why this happened and will update you soon
  813. [11:47:03] CLIENT8: ok plz
  814. we appreciate doing that ASAP
  815. as we need to do urgent edit in some devices
  816. [11:59:05] Kolmisoft Support: We fixed it now
  817. [12:00:53] CLIENT8: ok . thank you
  818. [12:02:27] CLIENT8: shall i redo the changes in GUI or it will take effect automatically ?
  819. [12:04:16] Kolmisoft Support: Hm, i suggest to redo changes just to be sure
  820. [12:04:32] CLIENT8: ok
  821.  
  822.  
  823.  
  824. CHAT 11:
  825.  
  826. [13:54:11] CLIENT8: Hello
  827. [13:54:24] CLIENT8: I have a question plz:
  828. [13:54:30] Kolmisoft Support: Hello
  829. [13:54:44] CLIENT8: can we use another SIP port ? not 5060
  830. [13:55:16] CLIENT8: set it on user side and in device edit in MOR
  831. [13:55:56] CLIENT8: is it going to work ?
  832. [13:59:39] CLIENT8: i mean we use it only for specific user
  833. [14:04:19] Kolmisoft Support: It will work if user device will send packets FROM that specific port. For example, if you set port 5070 in device settings, this means that user will send requests FROM 5070 port, however requests still have to be sent TO 5060. So I suggest to make changes and see if it works or not.
  834. [14:08:57] CLIENT8: so you mean MOR could have restriction on this ?
  835. [14:10:05] CLIENT8: we need to know plz before we do changes not to waste time and effort ,
  836. as we will ask our customer to change their side too
  837. [14:11:02] CLIENT8: could you double check this internally plz and update ?
  838. [14:17:23] Kolmisoft Support: When you say that you want to use another port, there are two possibilities: 1) client wants to send traffic to MOR FROM different port (for example client port 5070 --> MOR port 5060 2) client wants to send traffic TO different port (client port 5060 --> MOR port 5070). In first case you simply enter different port in device settings, in second case iptables rule has to be added to route different port to standard MOR port 5060 http://wiki.kolmisoft.com/index.php/Two_SIP_listening_ports_for_single_Asterisk
  839. [14:31:37] CLIENT8: thanks for explanation
  840. actually I am asking about first case
  841. [14:32:54] Kolmisoft Support: So in that case changin port in device settings should be enough
  842. [14:33:37] CLIENT8: ok , we will test it and if we have any issues will open ticket
  843. [14:33:40] CLIENT8: thank you
  844.  
  845.  
  846.  
  847. CHAT 12:
  848.  
  849. [15:36:33] CLIENT9: hi
  850. [15:36:46] CLIENT9: please would you check our London server
  851. [15:37:06] Kolmisoft Support: Hello, checking now
  852. [15:44:35] Kolmisoft Support: I see that most cals fails with hgc 18, cannot see anything wrong in the logs, checking SIP trace now
  853. [15:46:04] CLIENT9: but how the calls are connecting on Frankfurt server
  854. [15:46:18] CLIENT9: and it is not on London one
  855. [15:47:07] Kolmisoft Support: not sure, maybe SIP trace will show something, will check and update you soon
  856. [16:02:55] CLIENT9: any update
  857. [16:02:55] CLIENT9: ?
  858. [16:07:26] Kolmisoft Support: SIP trace shows that in most cases providers does not respond to invites so after 30 seconds calls is ended by proxy with shows as hgc 18 in last calls
  859. [16:17:22] Kolmisoft Support: please check network/firewall, as it seems that packets does not reach MOR from providers
  860.  
  861.  
  862.  
  863. CHAT 13:
  864.  
  865. [16:29:08] CLIENT10: when i am trying to enter rrot
  866. [16:29:11] CLIENT10: /var/lib/asterisk/agi-bin/mor.conf:
  867. [16:29:27] CLIENT10: its giving permision denied
  868. [16:29:37] CLIENT10: to setcall flow
  869. [16:31:43] CLIENT10: pls tellme
  870. [16:32:26] Kolmisoft Support: we will check it
  871. [16:34:47] Kolmisoft Support: how do you open this file?
  872. [16:35:33] CLIENT10: my noc guy checked
  873. [16:35:36] CLIENT10: let me ask him
  874. [16:43:25] CLIENT10: login as: root
  875. root@204.11.233.84's password:
  876. Last login: Mon Aug 1 07:43:32 2016 from 778.90
  877. [root@vn0191 ~]# /var/lib/asterisk/agi-bin/mor.conf
  878. -bash: /var/lib/asterisk/agi-bin/mor.conf: Permission denied
  879. [root@vn0191 ~]#
  880. [16:45:40] Kolmisoft Support: try
  881.  
  882. mcedit /var/lib/asterisk/agi-bin/mor.conf
  883. [16:45:50] CLIENT10: ok
  884. [16:46:10] CLIENT10: yes
  885. [16:46:13] CLIENT10: worked
  886. [16:46:18] CLIENT10: now what i need to do
  887. [16:46:34] CLIENT10: here call one time is 500
  888. [16:46:40] CLIENT10: i need to make it 400
  889. [16:48:32] Kolmisoft Support: just change it to 500
  890. [16:48:57] Kolmisoft Support: mcedit is a text editor so just navigate your cursor where you want to replace text and make changes
  891. [16:49:01] Kolmisoft Support: and save file
  892. [16:51:41] CLIENT10: after saving
  893. [16:51:44] CLIENT10: iquit
  894. [16:51:55] CLIENT10: then doineed torestart the server
  895. [16:51:57] CLIENT10: or not
  896. [16:52:23] Kolmisoft Support: restart is not required
  897. [16:52:28] CLIENT10: ok
  898. [16:52:29] CLIENT10: thanks
  899.  
  900.  
  901.  
  902. CHAT 14:
  903.  
  904. [16:17:56] Kolmisoft Support: DID -> MOR -> PSTN. I would like to ask who should pay for call to PSTN (Leg B)? A customer?
  905. [16:18:17] CLIENT5: Yes
  906. [16:18:26] CLIENT5: Both legs will be paid by the customer
  907. [16:18:41] CLIENT5: We need to Set the tariff for both
  908. [16:19:22] CLIENT11: And combined as well as outlined in 2 diff scenarios
  909. [16:28:59] Kolmisoft Support: Maybe you can provide detailed example of call flow, for example from real live, and what MOR actually should do with that call? It will help a lot.
  910. [16:31:09] CLIENT5: ok
  911. [16:34:28] CLIENT11: Scenario 1--- say we have a DID in sri lanka thru bics as the provider and we use BICS for termination as well - the customer of user calls this DID and bics forwards this call to MOR using SIP...from MoR this call is forwarded to the users call centre in say India using BICS termination via SIP
  912. [16:35:15] CLIENT11: Diff leg pricing - leg A (DID to MOR)
  913. [16:35:35] CLIENT11: Leg B (MOR to user)
  914. [16:36:12] CLIENT11: Integrated pricing - no leg a or leg b pricing...total price for the whole cycle
  915. [16:36:25] CLIENT11: Is this ok?
  916. [16:47:15] Kolmisoft Support: ok thank you, it is enough for now
  917. [16:47:22] Kolmisoft Support: I will inform you shortly
  918. [16:47:40] CLIENT5: ok
  919. [16:48:20] CLIENT5: Also how to configure the termination route (the Leg B) which was not covered in the training.
  920. [18:18:54] Kolmisoft Support: Sorry for the delay. What you need to do is to create DID number in MOR, reserve it to User and assign to it's Device.
  921. Call center should register to that Device. When someone calls DID, call center receives the call.
  922. Now for the billing. It is not possible to bill "DID -> MOR" with one price and "MOR -> Call center" with the other price.
  923. Only one price could be applied. The price is applied on DID number in MOR (owner rate).
  924. Please check this guide about DID billing: http://wiki.kolmisoft.com/index.php/DID_Billing
  925. [18:19:51] CLIENT5: Ok. Thank you
  926. [18:21:58] CLIENT5: We need to see how to get the...."Call center register to that Device" ...part
  927. [18:22:58] CLIENT5: Next time when we seek the training.... we will try ourselves and get the queries resolved through the skype support in the meantime
  928. [18:49:56] Kolmisoft Support: Sure, please let us know if there be any additional questions.
  929. [19:11:53] CLIENT5: Will use the interface and revert with queries
  930. [19:11:59] CLIENT5: As they come by
  931. [19:12:52] CLIENT5: In the meantime if you send us a writeup on how to get a landing number register to a device... it would be very helpful.
  932. [19:27:08] Kolmisoft Support: what is landing number? just a simple number?
  933. [19:27:22] Kolmisoft Support: The number of a call center?
  934. [19:27:44] CLIENT5: Yes .. for now
  935. [19:45:24] Kolmisoft Support: You cannot register a number to a device. Call center should have some device (server, phone, etc) which distributes calls to agents. And this device should register to MOR.
  936.  
  937. Call flow looks like this:
  938. Someone calls DID -> Call comes to MOR -> MOR check User and Device where DID is assigned -> Connect call to that Device.
  939.  
  940. Device in MOR represents the end-point which can generate (originate) or receive (terminate) calls. As an example, a device can represent a:
  941. VoIP phone
  942. VoIP softphone
  943. PSTN phone
  944. PBX
  945. Softswitch
  946.  
  947. So call center should use some device mentioned above. And this device should register to MOR.
  948.  
  949.  
  950.  
  951. CHAT 15:
  952.  
  953. [10:40:45] Kolmisoft Support: Hello
  954. [10:40:59] CLIENT12: Hello
  955. [10:42:01] Kolmisoft Support: I am writing you regarding this ticket: https://support.kolmisoft.com/tickets/ticket_show/37154. Do you have time now? I will assist you on a first call.
  956. [10:42:22] CLIENT12: Yes I have some time now. thanks for the help.
  957. [10:43:40] Kolmisoft Support: what hangup cause do you get in Last Calls when you place a call?
  958. [10:43:55] CLIENT12: I did not get that far.
  959. [10:44:14] CLIENT12: I installed Zoiper on my iPhone, but don’t know how to login there.
  960. [10:45:00] CLIENT12: I followed the steps describerd here http://wiki.kolmisoft.com/index.php/How_to_make_first_call
  961. [10:46:04] Kolmisoft Support: to which User in MOR you want to register?
  962. [10:46:20] CLIENT12: username: jlischka
  963. [10:46:49] Kolmisoft Support: The user is blocked currently, I will unblock it
  964. [10:47:27] Kolmisoft Support: and to which device you want to register? there are two devices as I see
  965. [10:48:19] CLIENT12: I am not sure. There was one device already, then I added another on to see how this works.
  966. [10:48:31] CLIENT12: But I did not really understand this part to be honest.
  967. [10:49:42] Kolmisoft Support: ok, basically, it doesn't matter to which device to register, lets try with device_test1 1001
  968. [10:49:47] CLIENT12: ok
  969. [10:50:19] CLIENT12: ok I will try it again in the zoiper app
  970. [10:50:32] Kolmisoft Support: enter zoiper on you phone
  971. [10:50:43] Kolmisoft Support: go to settings
  972. [10:50:56] Kolmisoft Support: Click the "+" symbol in the top right to set up your new account. Choose "SIP account" from the account types screen.
  973. [10:51:03] CLIENT12: ok
  974. [10:51:56] Kolmisoft Support: Domain: 178..71
  975. User name: 1001
  976. Password: B1b3rt69nMOV
  977. [10:52:21] Kolmisoft Support: save it and try to register
  978. [10:52:57] CLIENT12: it worked, I get registration status ok.
  979. [10:53:07] Kolmisoft Support: great
  980. [10:53:09] Kolmisoft Support: try to call now
  981. [10:53:19] CLIENT12: ok perfect, I will try it now.
  982. [10:53:38] Kolmisoft Support: I see it failed
  983. [10:53:53] CLIENT12: Error 403 forbidden
  984. [10:54:01] CLIENT12: This is the error message I got from the app.
  985. [10:54:21] Kolmisoft Support: now, to check why call is failed, the best way is to go to last calls: STATISTICS -> Calls -> Last Calls
  986. [10:54:27] CLIENT12: ok
  987. [10:54:28] Kolmisoft Support: please go there on MOR
  988. [10:55:10] CLIENT12: I can see Hangup cause Failed (34)
  989. [10:55:51] Kolmisoft Support: it means that provider is failed
  990. [10:56:01] Kolmisoft Support: what provider should we use for terminating?
  991. [10:56:26] CLIENT12: I set up voicetrading, we can try it with this provider.
  992. [10:57:26] Kolmisoft Support: ok, as you see the call tried to go trough provider Kolmisoft STANDARD, it is wrong
  993. [10:57:40] CLIENT12: I am trying to change it now.
  994. [10:57:50] Kolmisoft Support: I think the LCR for this user is incorrect, pleas enter user settings and change LCR
  995. [10:58:17] Kolmisoft Support: I see you already created LCR exEEA with provider Voicetrading in it
  996. [10:58:41] Kolmisoft Support: I suggest to set LCR exEEA to User with username jlischka
  997. [10:58:54] CLIENT12: I just did that. I will try another call
  998. [10:59:29] Kolmisoft Support: it is failed again, please check last calls again
  999. [10:59:38] Kolmisoft Support: there should be new hangup cause
  1000. [10:59:41] CLIENT12: Now it says Failed 224
  1001. [10:59:54] CLIENT12: provider voicetrading
  1002. [10:59:59] Kolmisoft Support: ir you point a mouse on the code, you will see an explanation
  1003. [11:00:20] CLIENT12: ah ok
  1004. [11:00:34] CLIENT12: it’s probably because I did not set a price yet
  1005. [11:01:03] CLIENT12: the price ist 0.000 and rate is 0.00233
  1006. [11:01:34] Kolmisoft Support: look, you can enter call information, do you see blue bubble with 'i' sign on the right in last calls?
  1007. [11:01:57] CLIENT12: yes
  1008. [11:02:07] Kolmisoft Support: please go there
  1009. [11:02:16] Kolmisoft Support: there you can find detailed information which tariff was used
  1010. [11:02:25] CLIENT12: ok
  1011. [11:03:06] Kolmisoft Support: you can see that user uses tariff PREMIUM (user_wholesale)
  1012. [11:04:20] Kolmisoft Support: so you need to edit this tariff and increase the price for user, or change tariff for him
  1013. [11:04:33] CLIENT12: ok will do that now, thanks
  1014. [11:05:03] Kolmisoft Support: try to call again once it is done and let me know about the result
  1015. [11:05:50] CLIENT12: I can see that there are already rates for this tariff
  1016. [11:06:29] CLIENT12: Mediennachricht empfangen. Zum Anzeigen diesen Link aufrufen: https://login.skype.com/login/sso?go=xmmfallback?pic=0-weu-d3-3e8f8d82cb1189d54beac45f65e2033a
  1017. [11:09:26] Kolmisoft Support: you are checking rates for providers or for User?
  1018. [11:09:33] CLIENT12: for user
  1019. [11:10:29] Kolmisoft Support: ok, according to call information, you can see, that rate for user was 0.0099 and for provider it was 0.0233
  1020. [11:10:40] CLIENT12: ah ok, true.
  1021. [11:10:47] CLIENT12: I will increase the price.
  1022. [11:10:47] Kolmisoft Support: you need to make the rate for user 0.0233 or more
  1023. [11:12:12] CLIENT12: now I got failed 21
  1024. [11:12:27] CLIENT12: looks like there are problems with the voice trading setup
  1025. [11:14:21] Kolmisoft Support: Currently, from MOR side configuration is completed. For some reasons provider is rejecting calls. You need contact him for more details.
  1026. [11:14:53] CLIENT12: ok I see. I will add two more providers and will also try it with them. and I will contact voicetrading.
  1027. [11:15:02] CLIENT12: thanks
  1028. [11:15:33] Kolmisoft Support: ok, let us know in the ticket if any additional assistance be needed.
  1029. [11:15:51] CLIENT12: ok
  1030.  
  1031.  
  1032.  
  1033. CHAT 16:
  1034.  
  1035. [14:03:56] CLIENT13: Hello
  1036. [14:03:59] CLIENT13: How are you
  1037. [14:04:04] CLIENT13: My this sever
  1038. [14:04:10] CLIENT13: 195..46
  1039. [14:04:21] CLIENT13: Just now oll calls are drop
  1040. [14:04:31] CLIENT13: And agien up cam you check why
  1041. [14:12:13] CLIENT13: ?
  1042. [14:57:45] Kolmisoft Support: Hello. Please specify exact call which was dropped.
  1043. [14:58:09] CLIENT13: Oll active calls was drop this time
  1044. [14:58:18] CLIENT13: Spain time after 1
  1045. [14:58:21] CLIENT13: Today
  1046. [15:05:04] Kolmisoft Support: According to loadstats we cannot see that calls were dropped. Please specify exact call which was dropped and we will check.
  1047. [15:06:02] CLIENT13: I will try to finde cdr and i will send you
  1048. [15:06:11] Kolmisoft Support: ok
  1049.  
  1050.  
  1051.  
  1052. CHAT 17:
  1053.  
  1054. [12:23:33] CLIENT14: hello
  1055. [12:25:29] CLIENT14: I have group LCR " LCR-Moroco where I have assigned my provider on priority base
  1056. [12:27:00] CLIENT14: my provider VOS have gw set up , so some time port not available , I want my calls attempt mostely to my provider vos
  1057. [12:44:00] CLIENT14: 2016-09-19 11:43:29 (002) FAILED (34) 1 VOS
  1058. [12:44:19] CLIENT14: 2016-09-19 11:43:17 (006) FAILED (34) 1 VOS
  1059. [12:51:37] Kolmisoft Support: Hello
  1060. [12:54:05] Kolmisoft Support: I am logined now into your MOR, and I see that VOS provider has higherst priority. So what is your question exactly? What issues do you have?
  1061. [12:55:01] CLIENT14: I want to give more highest priority to vos
  1062. [12:55:17] Kolmisoft Support: so this is how it is setup now
  1063. [12:55:46] CLIENT14: but my mostly calls failed error 34
  1064. [12:55:58] CLIENT14: [11:44:01] CLIENT14: 2016-09-19 11:43:29 127600082 (002) FAILED (34) 1 VOS
  1065. 2016-09-19 11:43:17 (006) FAILED (34) 1 VOS
  1066.  
  1067. <<<
  1068. [12:56:52] CLIENT14: I am woryy that some time more not send calls to my provider vos that why I get 34 hung cause
  1069. [12:56:55] CLIENT14: eror
  1070. [12:57:45] Kolmisoft Support: but in these examples, calls are sent to VOS provider.
  1071. [12:58:30] Kolmisoft Support: if VOS failes, MOR sends call to other provider in LCR, but VOS will always be tried firstly
  1072. [12:58:51] CLIENT14: normaly when vos reject call it eror 19 OR 18 why eror 34
  1073. [13:01:12] Kolmisoft Support: error depends on what provider sends back to MOR, if provider responds with 503 SIP message, hgc will be 34
  1074. [13:02:34] CLIENT14: IT means provider reject call no port space ?
  1075. [13:04:20] Kolmisoft Support: it depends, 503 message can be send by provider for different reasons, but yes, one of reasons can be no available ports
  1076.  
  1077.  
  1078.  
  1079. CHAT 18:
  1080.  
  1081. [14:08:43] CLIENT15: hello
  1082. [14:09:26] CLIENT15: i am experiencing some weird situation in mor
  1083. [14:10:28] CLIENT15: i will try to explain
  1084. [14:11:30] CLIENT15: i need to test one provider. i configured everything so call tracing returns a success message
  1085. [14:11:59] CLIENT15: but when i try a test call, mor won't "see" the provider
  1086. [14:12:17] CLIENT15: and the failed call message is "no providers found"
  1087. [14:14:32] CLIENT15: "204: no suitable providers found"
  1088. [14:16:35] Kolmisoft Support: Hello. Which User should we check?
  1089. [14:16:45] Kolmisoft Support: maybe you can give link to CDR (call info)?
  1090. [14:16:52] CLIENT15: sure
  1091. [14:17:51] CLIENT15: http://148..70/billing/calls/call_info/10959824
  1092. [14:27:31] Kolmisoft Support: you want to test provider Wanatel STD, right?
  1093. [14:28:33] CLIENT15: yes
  1094. [14:29:12] CLIENT15: the only one active in assigned LCR
  1095. [14:29:16] Kolmisoft Support: it is enabled in LCR -PRUEBAS-, however, provider is disabled in Providers list
  1096. [14:29:23] Kolmisoft Support: http://148..70/billing/providers/list
  1097. [14:29:40] Kolmisoft Support: ID 52, at the bottom of the page
  1098. [14:29:51] Kolmisoft Support: I think this is the reason
  1099. [14:29:59] CLIENT15: of course it is
  1100. [14:30:05] CLIENT15: i am so embarrassed
  1101. [14:30:30] CLIENT15: sorry to waste your time
  1102. [14:30:47] Kolmisoft Support: it's ok, we are glad to help
  1103. [14:30:57] CLIENT15: thank you
  1104. [14:31:02] Kolmisoft Support: you are welcome
  1105. [14:32:49] CLIENT15: one more question
  1106. [14:33:08] CLIENT15: i did check the provider profile
  1107. [14:33:43] CLIENT15: but i navigated to it not from the providers list
  1108. [14:34:06] CLIENT15: is there a hint to its active status?
  1109. [14:34:19] CLIENT15: i mean, inside the profile
  1110. [14:59:18] Kolmisoft Support: Currently there is no such option
  1111. [15:18:50] CLIENT15: thanks
  1112. [16:53:37] Kolmisoft Support: I suppose such option should be available in near future
  1113. [19:49:36] CLIENT15: it'd be great
  1114.  
  1115.  
  1116.  
  1117. CHAT 19:
  1118.  
  1119. [11:27:30] CLIENT18:: Goodmorning
  1120. [11:27:40] CLIENT18:: I have a new question
  1121. [11:27:44] CLIENT18:: for today
  1122. [11:27:53] CLIENT18:: To view this shared photo, go to: https://login.skype.com/login/sso?go=xmmfallback?pic=0-neu-d3-
  1123. [11:29:03] CLIENT18:: How can a change the prices of these 143 prefixes in one go?
  1124. [11:29:10] CLIENT18:: Or delete them all in one go?
  1125. [11:44:28] Kolmisoft Support: Hello, only way I known of is to export tariff into CSV file, open in Excell, delete/modify needed prefixes, export to CSV from excell and import again into MOR
  1126. [11:46:06] CLIENT18:: Ok
  1127. [11:46:12] CLIENT18:: That we knew as well
  1128. [11:46:13] CLIENT18:: Ok
  1129. [11:46:16] CLIENT18:: Thanks
  1130.  
  1131.  
  1132.  
  1133. CHAT 20:
  1134.  
  1135. [10:10:49] Kolmisoft Support: Hello
  1136. [10:10:59] CLIENT16: Hello
  1137. [10:12:32] Kolmisoft Support: "If make a call using any sip trunk the calls don't proceed" can you describe what is callflow in such scenario? Trunk->MOR? Can you give example of such trunk in MOR so I could check
  1138. [10:20:26] CLIENT16: Ok Gilbertas, At this moment the customers with sip trunk are working good, for a moment I can't call to any customer but after a few minutes I can get a few. I going to verify the call flow to each customer.
  1139. [10:30:49] Kolmisoft Support: For debuging purposes it is best to take one particular non working example and investigate this futher
  1140. [10:32:38] CLIENT16: yes, actually We are testing each customer to making and receiving calls. After that we going to test the redundant operation, how long it takes after happen a problem with the master (Belen) that the other server begin to route calls?
  1141. [10:35:59] Kolmisoft Support: about 10 seconds or so. To test high availability, you will need to make main server unreachable so that backup would became active.
  1142. [12:12:54] CLIENT16: ok, great !!! I already test the HA and works fine !! The unique issue is the web administration
  1143. [12:26:08] Kolmisoft Support: What is the issue with web?
  1144. [12:26:48] CLIENT16: the administration at the moment of switchover between Master to Slave.
  1145. [12:38:26] Kolmisoft Support: it is possible to configure this automatically too, I can configure this now and you could test it too
  1146. [12:40:49] CLIENT16: ok, excellent. Please configure automatically.
  1147. [12:45:00] Kolmisoft Support: It is configured now
  1148. [12:45:16] CLIENT16: ok, great !! i going to try
  1149. [12:45:59] Kolmisoft Support: yes, sure. And what about calls? Do you still have issues?
  1150. [12:48:20] CLIENT16: no, the calls are fine. I was trying several calls at the moment of switchover and I just loose a couple of calls. I have a question, if the master server goes down for ten or more seconds the other server takes the master role, If the original master comeback, how long takes to switchover?
  1151. [12:56:53] CLIENT16: the web administration works great !! after the master slave switchover !!
  1152. [12:56:56] CLIENT16: thanks
  1153. [12:58:40] Kolmisoft Support: once original master is up after 30 seconds or so it should switch up to orginal master
  1154. [12:59:35] CLIENT16: ok, great !! thanks a lot for the information. We have everything working fine. thanks a lot for your support ann good maintenance window.
  1155. [12:59:47] Kolmisoft Support: We are glad to help
  1156. [13:00:33] CLIENT16: just one last question, the cluster has no simultaneous call limit, right?
  1157. [13:00:50] Kolmisoft Support: Yes, call limit has been removed
  1158. [13:01:48] CLIENT16: ok, excellent !! thanks a lot !! and have a nice day !! I going to take a rest and sleep !!
  1159. [13:02:21] Kolmisoft Support: ok, great :) if you wil have any issues, let us know in the ticket
  1160. [13:02:45] CLIENT16: sure, thanks a lot !! great service and solution !!
  1161. [13:03:14] Kolmisoft Support: Thank you and goodbye
  1162.  
  1163.  
  1164.  
  1165. CHAT 21:
  1166.  
  1167. [17:05:44] CLIENT17: Hi Sir
  1168. [17:05:49] CLIENT17: Any one there ??
  1169. [17:06:14] CLIENT17: One of my client is blocked in MOR.
  1170. [17:06:55] CLIENT17: Its ip is 82..100
  1171. [17:07:11] CLIENT17: I can't see its IP in blocked Ips.
  1172. [17:07:46] CLIENT17: But customer can't open even portal on computer
  1173. [17:08:36] Kolmisoft Support: Hello, i will check this shortly
  1174. [17:08:55] CLIENT17: Please because shop is blocked
  1175. [17:09:48] Kolmisoft Support: just checked, IP is not blocked
  1176. [17:12:30] CLIENT17: Then why he can't open my GUI link on his computer ?
  1177. [17:14:24] Kolmisoft Support: most likely something wrong with connection somewhere bettween shop and server
  1178. [17:15:04] Kolmisoft Support: In sip trace I see TCP retransmisison packets, which means that packets are lost somewhere
  1179. [17:15:54] CLIENT17: By teamviewer i am seeing that linksys is offline and even GUI not open
  1180. [17:17:21] Kolmisoft Support: yes, like I said there is some kind of connection problems between shop and server
  1181. [17:17:52] CLIENT17: Should i restart his router or do some thing else ?
  1182. [17:18:21] Kolmisoft Support: Yes, restarting router would be a good first step
  1183.  
  1184.  
  1185.  
  1186. CHAT 22:
  1187.  
  1188. [15:31:43] XCLIENT19: Hello
  1189. [15:32:04] XCLIENT19: I got warning that Customer IP been Blocked
  1190. [15:32:09] XCLIENT19: how can we check ??
  1191. [15:36:31] Kolmisoft Support: Hello, you can check in GUI
  1192. [15:36:36] Kolmisoft Support: ADDONS -> Monitorings -> Blocked IPs
  1193. [15:36:40] Kolmisoft Support: http://wiki.kolmisoft.com/index.php/Blocked_IPs
  1194. [15:36:47] XCLIENT19: I saw , but the IP not Listed there
  1195. [15:37:00] Kolmisoft Support: or in console, command iptables -L -n | grep IP
  1196. [15:37:28] XCLIENT19: I have tried create a new Device with this IP 114..190, it pop a RED warning that this IP being BLOCK
  1197. [15:37:35] XCLIENT19: can you please help check
  1198. [15:42:49] XCLIENT19: [root@node01 ~]# iptables -L -n | grep IP
  1199. MOR-IPAUTH-WHITELIST all -- 0.0.0.0/0 0.0.0.0/0
  1200. MOR-BLOCKED-IP-FROM-GUI all -- 0.0.0.0/0 0.0.0.0/0
  1201. Chain MOR-BLOCKED-IP-FROM-GUI (1 references)
  1202. Chain MOR-IPAUTH-WHITELIST (1 references)
  1203. [root@node01 ~]#
  1204.  
  1205. It does not show any
  1206. [15:43:21] Kolmisoft Support: change "IP" to real IP, for example 77..90
  1207. [15:43:27] Kolmisoft Support: iptables -L -n | grep 77.8.90
  1208. [15:44:20] XCLIENT19: [root@node01 ~]# iptables -L -n | grep 114.190
  1209. ACCEPT all -- 114..190 0.0.0.0/0
  1210. DROP all -- 114..190 0.0.0.0/0
  1211. [root@node01 ~]#
  1212. [15:44:28] XCLIENT19: what does this mean ?
  1213. [15:48:30] XCLIENT19: there ?
  1214. [15:49:54] Kolmisoft Support: ACCEPT should go first
  1215. [15:50:05] Kolmisoft Support: anyway, we will remove that IP from DROP shortly
  1216. [15:51:29] Kolmisoft Support: IP unblocked
  1217. [15:51:36] Kolmisoft Support: I used command iptables -D fail2ban-AST_HGC_200 -s 114..190 -j DROP
  1218.  
  1219.  
  1220.  
  1221. CHAT 23:
  1222.  
  1223. [17:37:44] CLIENT20: hELP!
  1224. [17:37:51] CLIENT20: Freezing again
  1225. [17:38:01] Kolmisoft Support: one moment
  1226. [17:38:11] CLIENT20: ok
  1227. [17:40:51] Kolmisoft Support: We restarted asterisk
  1228. [17:40:59] CLIENT20: I see,
  1229. [17:41:05] CLIENT20: just one things
  1230. [17:41:09] CLIENT20: it may help
  1231. [17:42:14] CLIENT20: When this is happening, current connected calls stay connected till parties hang up
  1232. [17:43:04] CLIENT20: it means Asterisk still working somehow
  1233. [17:43:46] Kolmisoft Support: yes, only new calls blocks
  1234. [17:44:07] CLIENT20: but when they disconnect, GUI is not updated and billing is not doing also
  1235. [17:45:33] CLIENT20: It is not meaning Asterisk is still working and problem is somewhere else?
  1236. [17:46:35] Kolmisoft Support: not sure, but the problem is definetly with Asterisk
  1237. [17:47:12] CLIENT20: I got no Idea!
  1238. [17:47:44] CLIENT20: just fucked up in last months by customers and clients :(
  1239. [17:54:56] CLIENT20: it seems there is a problem
  1240. [17:55:05] CLIENT20: calls is not connecting
  1241. [17:55:17] Kolmisoft Support: yes, we recompiling asterisk again and will restart soon
  1242. [17:55:25] CLIENT20: ok
  1243. [19:20:39] CLIENT20: Hi
  1244. [19:20:46] CLIENT20: Again freezing
  1245. [19:20:57] CLIENT20: Help please
  1246. [19:21:56] Kolmisoft Support: restarting now
  1247. [19:23:21] CLIENT20: Shall we consider changing Server
  1248. [19:23:58] CLIENT20: really it is killing me gradually
  1249.  
  1250.  
  1251.  
  1252. CHAT 24:
  1253.  
  1254. [12:45:29] CLIENT21: hello sever is down
  1255. [12:45:30] CLIENT21: ?
  1256. [12:45:31] CLIENT21: why ?
  1257. [12:50:28] .
  1258. [13:06:11] Kolmisoft Support: Hello
  1259. [13:06:15] Kolmisoft Support: server is working
  1260. [13:06:19] Kolmisoft Support: you cannot access it?
  1261. [13:07:45] Kolmisoft Support: There are active calls also
  1262. [13:07:55] Kolmisoft Support: from what IP address you are trying to access the server?
  1263. [13:07:57] CLIENT21: oki
  1264. [13:08:00] Kolmisoft Support: maybe it is blocked?
  1265. [13:08:00] CLIENT21: working
  1266. [13:08:05] CLIENT21: probem with local
  1267. [13:08:09] CLIENT21: internet
  1268.  
  1269.  
  1270.  
  1271. CHAT 25:
  1272.  
  1273. [11:10:59] CLIENT22: Hi
  1274. [13:10:13] Kolmisoft Support: Hello. How can we help you?
  1275. [13:10:38] CLIENT22: How can I upload details of my suppliers and where
  1276. [13:20:34] Kolmisoft Support: please use this manual for configuring providers: http://wiki.kolmisoft.com/index.php/Providers
  1277. [13:21:06] CLIENT22: is this the support I am gonna get? and answer after 20 min?
  1278. [13:21:11] CLIENT22: AND A LINK
  1279. [13:27:38] Kolmisoft Support: Skype is available on the best effort (not guaranteed). Response time like in the tickets 0-3h. If there is a documentation available regarding configuration, we always provide links.
  1280. [13:28:32] CLIENT22: If i get Individual support for 1-2 hours, I can start up quickly
  1281. [13:28:39] CLIENT22: Documentation is for techies
  1282. [13:28:44] CLIENT22: i am not techie
  1283. [13:28:47] CLIENT22: I am an operator
  1284. [13:40:32] Kolmisoft Support: If you are configuring MOR, it is necessary to read documentation. There is no other way. Documentation are with pictures and videos. Nobody won't rewrite the same procedure which has already been described. If there are some uncleared or uncovered points in documentation, then we can clarify them.
  1285. [13:54:50] CLIENT22: What is the IP number that I should use for interconnection
  1286. [14:00:27] Kolmisoft Support: You should give your MOR server IP for your customers. They connect to MOR trough this IP, and call out torugh provider's IP
  1287. [14:00:42] CLIENT22: and what is the IP number
  1288. [14:07:16] Kolmisoft Support: MOR IP is 88.233
  1289. [14:07:31] Kolmisoft Support: it is the same for calls and for web interface
  1290. [14:35:39] CLIENT22: ok
  1291. [16:43:43] CLIENT22: when I add DID
  1292. [16:44:01] CLIENT22: should it be with 0091 or just 91 to start with
  1293. [16:51:11] Kolmisoft Support: usualy it does not matter, because MOR has localization rules, which cut 00
  1294. [16:51:17] CLIENT22: ok
  1295. [16:53:29] CLIENT22: what is grace time
  1296. [16:54:30] CLIENT22: why are my calls getting disconnected after 6 secs
  1297. [16:56:32] Kolmisoft Support: If call duration is less than Grace Time, it will not be accounted.
  1298. [16:56:35] Kolmisoft Support: example: Grace Time = 3s, call duration <= 3s, then price for the call = 0
  1299. [16:56:43] CLIENT22: i get it
  1300. [17:01:34] Kolmisoft Support: probably the best way to analyze call problems is to check hangup code from last calls
  1301. [17:01:35] Kolmisoft Support: http://88..233/billing/stats/last_calls
  1302. [17:01:47] CLIENT22: ok
  1303. [17:01:54] CLIENT22: I am trying to do interconnection
  1304. [17:01:55] Kolmisoft Support: what hangup code do you get for calls?
  1305. [17:02:02] CLIENT22: calls are getting connected
  1306. [17:02:56] Kolmisoft Support: I see that there are lots of calls with HGC 226 what means that DID is free
  1307. [17:03:09] CLIENT22: ok, what shall I do
  1308. [17:03:12] CLIENT22: 37123428602
  1309. [17:03:17] Kolmisoft Support: As the DID is free (not assigned to anything), MOR does not know where to route the call.
  1310. [17:03:21] Kolmisoft Support: Assign the DID to some user/device or Dial Plan to route the call correctly.
  1311. [17:03:23] CLIENT22: this is DID I AM CHECKING
  1312. [17:05:10] CLIENT22: I just want to see if the call is hitting MOR switch
  1313. [17:05:15] CLIENT22: that is first step for me
  1314. [17:05:24] Kolmisoft Support: yes, it does
  1315. [17:05:37] Kolmisoft Support: because there are CDR's in Last Calls
  1316. [17:05:38] CLIENT22: where can I see that
  1317. [17:05:41] CLIENT22: ok let me see
  1318. [17:06:26] CLIENT22: which thing in CDR
  1319. [17:07:57] CLIENT22: ok, i can see it
  1320. [17:08:05] CLIENT22: how can I see calls when live
  1321. [17:08:08] CLIENT22: pls support
  1322. [17:08:39] Kolmisoft Support: STATISTICS -> Active calls will show you live traffic
  1323. [17:08:57] Kolmisoft Support: http://88.233/billing/stats/active_calls
  1324. [17:11:26] CLIENT22: ok, i can see live calls now
  1325. [17:11:45] CLIENT22: pls can you let me know, what to do to increase the duration of call
  1326. [17:21:40] CLIENT22: ?
  1327. [19:12:11] Kolmisoft Support: You need to Assign the DID to some user/device or Dial Plan to route the call correctly. Create for example test User with some Device, and assign DID to that User/Device.
  1328. [19:12:12] Kolmisoft Support: 1. How to create User and Device: http://wiki.kolmisoft.com/index.php/How_to_create_User_and_Device
  1329. 2. Reserve DID for User: http://wiki.kolmisoft.com/index.php/DID_Management#Reserve_DID_for_User
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