We understand how frustrating it can be when calls don’t connect or the quality isn’t up to par, and we’re here to help. At Masiero, we strive to deliver reliable communication services, but many call connection troubles originate outside our network—often with the carriers responsible for routing calls to us. To resolve these issues efficiently, we need your help by providing detailed call examples. This article explains why these problems occur, how they’re often beyond our direct control, and how your reports enable us to investigate and address them.
Why Call Issues Happen: It’s Not Always Our Network
When you make or receive a call, it doesn’t travel solely on the Masiero Voice Network. Instead, it passes through a chain of networks:
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Originating Network: Where the call begins (e.g., cell phone provider or another carrier).
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Carrier Networks: The intermediary systems that route the call from the originating network to its destination.
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Masiero Voice Network: Where the call is intended to arrive for processing and delivery.
Problems like failed connections, dropped calls, or poor audio quality can occur at any point along this journey—most often before the call even reaches our network. For example:
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A carrier might fail to route the call properly, meaning it never reaches us.
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Network congestion or technical glitches on an external system can disrupt the call’s path.
While we’re committed to fixing issues within our control, we can’t directly manage what happens on these external networks. That’s where you come in.
The Power of Call Examples: Helping Us Solve the Puzzle
When you report a call issue, providing specific examples is essential. Why? Because these details allow our technical team to:
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Trace the Call’s Journey: We can see which networks the call passed through and where it might have failed.
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Check If It Reached Us: Often, the call never makes it to the Masiero Voice Network due to carrier routing issues. Call examples help us confirm this.
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Pinpoint the Problem: If the call does reach our network, we can dig into the root cause and fix it. If it doesn’t, we can identify where it got stuck and collaborate with the responsible parties.
Without call examples, we’re left guessing—unable to determine whether the issue is ours to fix or one we need to escalate to an external carrier. Your reports are the key to unlocking this mystery.
How to Report Call Issues Effectively
To help us troubleshoot, please include the following details when reporting a call connection or quality problem. The more specific you are, the faster we can act.
1. Date and Time of the Call
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Tell us exactly when the issue happened, including the time zone.
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Example: October 15, 2024, at 2:45 PM PST.
2. Caller IDs
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Provide the phone numbers for both the caller (originating) and the recipient (destination).
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Example: Incoming call to 845-123-4567 to 914-987-6543.
3. Nature of the Issue
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Describe what went wrong in detail.
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Examples:
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“The call didn’t connect at all.”
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“The call dropped after 2 minutes.”
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“The audio was muffled and hard to hear.”
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4. Frequency of the Issue
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Let us know if this happens every time or just sometimes.
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Example: “This has happened on three calls this week.”
5. Duration of the Issue (if applicable)
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If the problem occurred during a connected call, how long did it last?
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Example: “The muffled audio lasted for the entire 10-minute call.”
6. Other Observations
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Share anything else you noticed that might help, like:
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Did others nearby experience the same issue?
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Was it only outbound calls, inbound calls, or both?
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Were there odd sounds (e.g., static) or error messages?
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Example: “Two coworkers on the same Wi-Fi also had calls fail around the same time.”
Sample Report Format
Here’s how you can structure your report for clarity:
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Date and Time: October 15, 2024, at 2:45 PM PST
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Caller IDs: Incoming call to 845-123-4567, from 914-987-6543
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Nature of the Issue: Call failed to connect
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Frequency: Happened twice today
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Duration: N/A (call didn’t connect)
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Other Observations: I heard a busy signal before it cut off.
How to Submit Your Report
Please send your detailed report to our support team at team@masiero.tech. Include all the details above to ensure we can start investigating right away.
What We Do With Your Report
Once we receive your call examples, here’s what happens:
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Step 1: We analyze the data to trace the call’s path across networks.
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Step 2: We determine if the call reached the Masiero Voice Network.
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Step 3: We keep you updated on our findings and next steps.
In most cases, we find that call issues stem from carrier routing problems before the call reaches us. Your examples make it possible for us to prove this and push for a fix.
Why Your Help Matters
Reliable calls are critical to your organization, and we’re dedicated to making that happen. But when issues arise outside our network—as they often do—we rely on your cooperation to get to the bottom of it. By providing detailed call examples, you empower us to:
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Confirm whether the problem is ours or someone else’s.
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Take action where we can and advocate for fixes where we can’t.
Thank you for partnering with us to improve your calling experience. If you have questions or need assistance with reporting, reach out to team@masiero.tech. We’re here to support you every step of the way.