Questions Kwebbl Cloud

There is no hard limit on the amount of devices, users or dialplans a customer can use. However, the more of those entities you create the more likely you are to encounter problems. These problems range from slower response times in the panels to not being able to use some features. Guidelines Amount of entities (eg devices, users or dialplans) Expected experience less than 100 Smooth Sailing 100-200 Should be fine 200-300 May experience some issues more th...

This issue is most likely to happen due to incorrect irrelevant firewall/network settings. Please, check the firewall settings (Which IPs should I whitelist in my firewall?) to make sure they correspond with our recommendations. Additionally, in case the problem relates toaffects Gigaset handset devices, the Gigaset handset device settings should be checked. Absence of a proper DECT signal for a handset can also cause SIP messages not being answered at all times. For verification you ca...

A customer may not be able to call without a country code (e.g. 0212345678) or with 00 in front of the number (e.g. 0031212345678), while he is able to reach the callee when dialing the number in the format [country code][area code][number](e.g. 31212345678) due to normalization rules. Normalization rules are added on our platform for each specific country individually and allow to make outbound calls without a country code or with 00 in front of the number for companies which have the speci...

When not being able to make an outbound call due to Limits set by the Provider for a company, a user will hear the message: "Due to exceeding your call limits it is kindly not allowed to call the number you have dialed. Please call your provider for more information". This message comes from our platform and points to the fact that the calls are restricted within the Limits settings on costs or minutes basis given the time frame. If necessary the limits can be easily adjusted by correspo...

When not being able to reach an external number calling from the Kwebbl platform, first of all please check the accessibility of the To number from a couple of other providers. In case the To number still cannot be reached - the problem lies in the To number itself. Here we cannot be of assistance, only the host provider of the number is to be contacted. In case the problem only occurs from Kwebbl, please, raise a ticket with example call details (date and time, from and to numbers, deta...

When not being able to make an outbound call to a specific number or destination due to Whitelist settings set by the Provider for a company, a user will hear the message: "It is not allowed to call the number you have dialed. Please call your provider for more information". This message comes from our platform and points to the fact that the number or destinations are restricted within the Whitelist settings. If necessary the Whitelist settings can be adjusted by the Provider.

A hack attack is most of the time discovered by a deviation in the normal call destinations of the company involved often leading to a ‘Limits reached’ notification. Typically in the call reports you will see a large amount of calls to unusual destinations. In general the gathering/hacking of device's authentication details happens independent of the actual abuse. The modus operandi is that the account details are gathered during the day. Next the account details are sold and/or a team of pe...

Sound Files can be uploaded in the panels. The following formats are allowed to upload in the panels: - MP3 - WAV Please find attached the minimum characteristics for audio files.

If a customer cannot receive incoming calls after a certain time being idle, then it is most likely that the firewall is configured with a UDP port closing timer. Probably are incoming calls possible after making an outbound call. If this is the case, the firewall should be checked on the settings of the UDP port closing timer. We advise to configure the registration time in the PBX or device between 60 to 300 seconds. In the firewall the UDP port closing timer must be higher than the regist...

We receive frequently tickets about calls being disconnected after 30 seconds or after a transfer. In this topic we would like to go deeper in this case and explain the cause of these disconnects. SIP ALG In most cases it turns out that SIP ALG is enabled in the local network. We have a simple application for Windows machines to run in the local network. This application will check if SIP ALG is disabled or enabled. For more information, please check the SIP Alg detector (https:...