Call Error - Troubleshooting

Issue: Voalte One to Voalte One call dropped

1. Determine the location of each user - some locations (ex. elevators or stairwells) have limited to no Wi-Fi and calls can be expected to become temporarily disconnected or drop.
2. Ask the user if they heard a message when the call dropped
   
   1. If yes, what did the message say?
   2. Note: Call rescue is an expected behavior that occurs when there is a disconnection from Wi-Fi. The call will attempt to reconnect when Wi-Fi is regained. The user should remain on the line while the call attempts to reconnect.
3. Check Wi-Fi strength in locations reported to determine if Wi-Fi AP's may need to be adjusted or reset
   
   1. IP addresses for any APs in that area should be noted if viewable
   2. NOTE: Wi-Fi strength is a general observation and does not serve as a formal assessment.
4. If submitting a Voalte Support ticket regarding a call issue, please include details from Here.

Issue: Voalte Me - No call option

Check the user’s profile Voalte Admin to verify or add a preferred number for the user.

Issue: Voalte Me number masking

1. Voalte Me user's number does not display to Voalte One users that are being called.
   1. If a user reports that their number is not being masked:
   2. Find the user's profile in Voalte Admin
   3. A number must be added to the "preferred number" section in order to mask
2. Voalte Me user's number will display to Voalte Me users.
   1. This is expected and no troubleshooting is needed