Symptom or Need

The client reports downtime or failures in outbound calls from their operation. This can be evidenced by:

• Calls failing to connect.
• Immediate errors when attempting to dial.
• Massive drops in call handling across one or more servers.

Context / Scenarios

There are two main scenarios:

1. wolkvox Telephony: The operation uses the minutes and routes provided by wolkvox.
2. Client Telephony (Own Trunk): The operation uses its own telephony provider connected to the platform.

Response / Solution

1. Minimum Required Information (Triage)

Before intervening, it is essential to collect the following data:

• Operation Name: Server(s) where it is hosted and resource consumption status.
• Impact Percentage: Is it a single agent, one campaign, or the entire operation? Validate and confirm this with tests.
• Scope: If there are other operations, check if the failure persists across them.
• Evidence: Phone numbers with the exact date and time (HH:MM:SS) of the failed attempts.
• For Client Trunks: Source IP (Client) and Destination IP (wolkvox).

2. Initial Validations (Level 1)

Perform the following checks in order:

• Server Status: Check for recent updates or resource consumption spikes.
• Dialing Test: Log in to the operation and perform manual test calls.
• Log Analysis: Access the operation server, validate the test call logs, and analyze the dialing result.
• Route Configuration: Verify that prefixes and routes are correctly configured.

          - If wolkvox: Validate that the account has a balance. Confirm if the failure occurs with all carriers or a specific one.

          - If Client Trunk: Check the trunk status, verify if the client's IP is blocked, or if there were changes in their infrastructure.

• Cross-Test (Client Telephony only): Create a test trunk and route using a wolkvox account. If calls work through wolkvox but not through the client's trunk, the issue is confirmed to be in the client's infrastructure.

3. Escalation

If Level 1 cannot resolve the case:

• For wolkvox Trunk: * Request Level 2 to review the call status in SBS Manager.

           - Level 2 will verify signaling traces (response codes, codecs, and IP addressing).

           - If necessary, the TELCO leader will request RTP (Real-time Transport Protocol) traces from the Cloud team.

• For Client Trunk: * Request SIP traffic traces to analyze the call flow.

          - Coordinate with the client’s technical team to check for firewall blocks or PBX misconfigurations.

Possible Causes

The failure in outbound calls can originate from one of the three pillars of communication. Identifying the source allows for precise escalation:

wolkvox Infrastructure:

• Node Instability: Technical failures in the telephony server or ongoing platform update processes.
• Resource Saturation: Exhaustion of CPU or memory on the server, preventing the processing of new call requests.

Telephony Provider (Carrier):

• Security Restrictions: Preventive blocks due to suspected SPAM or detection of unusual traffic.
• Commercial Limitations: Insufficient balance in the minutes plan or expiration of the contracted plan. Additionally, a block may be generated on the plan due to simultaneous attempts to the same number.
• Carrier Saturation: Technical unavailability or channel congestion within the provider's network.

Client Infrastructure (Own Trunk):

• Network Changes: Modification of the client's public IP address or Firewall rules that prevent the SIP/RTP flow toward wolkvox.
• PBX Misconfiguration: Alterations in the client's telephone exchange or errors in the structure of the dialing prefixes sent.

Consideraciones:

Considerations

• Security: Verify that the system has not generated an automatic IP block due to multiple failed connection attempts or incorrect credentials.
• Responsibility Matrix

         - Level 1 Support: Responsible for initial triage, manual dialing tests, and direct communication with the client.

         - Wolkvox Infrastructure: Responsible for performing in-depth SIP trace analysis and verifying node stability.

         - Client / Third Parties: Responsible for auditing their own network and firewall, and confirming the status of their routes with               their local telephony provider.

Recommendations

• Documentation Precision: When reporting, it is mandatory to attach examples with the exact time (HH:MM:SS). This allows the infrastructure team to filter traffic traces in real time and drastically reduces diagnostic time.
• Contingency Plan (Temporary Solution): If the failure is external to wolkvox (client infrastructure or external provider), it is recommended to enable a wolkvox emergency minutes pool. This ensures business continuity while the underlying issue is being resolved.