Service FAQ's - Troubleshooting

Installing the OmniTalk ATA

I don’t hear a dial tone. What should I do?

Configuring Routers with Advanced Firewall Features.

What is Modem Resynching? How do I do it?

I cannot connect to the Internet after installing my OmniTalk ATA.

I can access the Internet but some web pages/sites do not come up properly

Caller ID Issues: CallerID on Calls You Receive (Inbound Calls)

Caller ID Issues: CallerID on Calls You Make (Outbound Calls)

What is the cause of echo and is there anyway to eliminate this problem?

What is the cause of static on the line?

What is the cause of dropped calls?

I experience choppy audio when making phone calls

All of a sudden I am unable to receive any inbound calls. What is the cause?

Technical Support

Installing the OmniTalk ATA

Please review the Easy Install Guide, Quick Reference Guide and Activation Guide (Read This First Flyer) included with your OmniTalk ATA Box.

Click here for OmniTalk ATA AC-211 Easy Install Guide. For all other Installation guides refer to Installation Section.

Ensure that your OmniTalk ATA is connected exactly as indicated on the Easy Install Guide. Please note that there are very distinct differences in each of the sections and the steps required must be followed in proper order.

I don’t hear a dial tone. What should I do?

You will only get dial tone from your OmniTalk ATA if:

1. You have existing and fully operational broadband (high-speed) access to the Internet via a DSL or Cable Modem
2. Your OmniTalk ATA was properly registered AND activated prior to installation.
3. The OmniTalk ATA was properly installed in accordance with the included documentation and each step was followed in the proper order.
4. The Power and Voice indicator LED's on the front panel are ON.
5. The Ready LED indicator on the front panel is blinking steadily.

Configuring Routers with Advanced Firewall Features.

Since your OmniTalk ATA sits in front of your router/firewall, no additional configuration is necessary to maintain your preferred LAN security levels. However, some advanced features such as Network Address Translation (NAT) Network Address Port Translation (NAPT) and Stateful Packet Inspection (SPI) may conflict with your OmniTalk ATA initial setup. Please follow the following procedures:

1. Reset your router to factory default settings as described in your routers user's manual and/or configuration guide.
2. Reboot your router with the factory default settings for minimum security levels.
3. Follow the power-up sequence as indicated in your OmniTalk ATA Easy Install Guide.
4. If you can hear a dial tone on your OmniTalk ATA AND are able to access the Internet on your LAN computer/s, you may re-enable firewall features one by one. Please make sure to reboot your router/firewall after each change in configuration.

Router Configuration Guide

What is Modem Resynching? How do I do it?

In some DSL/Cable modems, any changes to your home network configuration/s may require resynching with your ISP. This is usually a troubleshooting step and safe practice when any new devices are connected to the network.

If your WAN indicator LED on the front panel of your OmniTalk ATA is off AND you have properly connected the cables per the included Easy Install Guide, you may have to resynch your modem. Please refer to your cable modem documentation for exact procedures. You may also try the following procedure:

1. Find your cable modem’s reset button.
2. Using a blunt instrument, press and hold in the reset for at least 15 seconds.
3. Upon releasing the reset button, wait till all indicator lights on the modem cycle indicating normal operation.
4. Then power up your OmniTalk ATA as indicated in your installation guide.

I cannot connect to the Internet after installing my OmniTalk ATA.

Please follow the instructions above regarding Modem Resynching and Configuring Routers with Advanced Firewall Features.

I can access the Internet but some web pages/sites do not come up properly

Step 1
If you are using Microsoft Internet Explorer as your Web Browser, please try the following:

• Click the Refresh button, as some websites may be down or experiencing heavy volumes.
• If you manually typed the page address in the Address bar, make sure that it is spelled correctly.
• To check your connection settings, click the Tools menu, and then click Internet Options. On the Connections tab, click Settings. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP).
• See if your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).
  1. Click the Tools menu, and then click Internet Options.
  2. On the Connections tab, click LAN Settings.
  3. Select Automatically detect settings, and then click OK
  (Courtesy of Microsoft)

Step 2
If you are experiencing Domain Name Server (DNS) issues, please check with your Cable/DSL modem and Router (if applicable) manufacturer to see if any firmware upgrades have been made available since you purchased your ATA. Recent network upgrades by your ISP may necessitate firmware upgrades for these devices.

Caller ID Issues: CallerID on Calls You Receive (Inbound Calls)

On calls you receive, CallerID is sent out by the local service provider of the person calling you along with the call. The call is handed off to one or more telecom companies who route it so that it reaches its destination – you. With OmniTalk, ITS-Omnicom is the terminating carrier; therefore we are responsible for delivering both the call and CallerID to your device, but that of course assumes we get it from the previous carrier in the chain. In the vast majority of cases, inbound CallerID is delivered successfully. However, if you are not receiving CallerID, here’s what to do:

1. Make sure the calling party is not blocking their CallerID.
2. You must be using a phone capable of displaying CallerID. Please refer to your phone’s manual to make sure this feature is supported.
3. If you are still unable to receive CallerID, more than likely it is due to it being lost in the process of routing your call. Please email us the details at support@omni-talk.com. Since we depend on other carriers to deliver CallerID to us, we have to work with them to see where it is being lost. Depending upon the calling party’s geographic location, the call may be routed through different carriers, which means that you may still be able to receive CallerID from other areas. Also, many remote areas do not support CallerID from mobile phones.

Caller ID Issues: CallerID on Calls You Make (Outbound Calls)

CallerID on outbound calls works the same way as it does on inbound calls, only in reverse. The difference is that, in this case, ITS-Omnicom originates your call and then hands it off to our termination provider who then hands it off to the called party’s local service provider, who is ultimately responsible for delivering both the call and your CallerID to the person you’re calling.

If no one is seeing your CallerID when you call, please check that:

1. The called party has purchased the CallerID feature from their local phone company and has a CallerID capable phone.
2. Check to see if you have the “send CallerID” feature enabled. To enable it simply dial *66 on your handset or *82 and then the number if you wish to enable it for just one call.
3. If you are still unable to deliver CallerID, more than likely it is due to it being lost in the process of routing your call. Please email us the details at support@omni-talk.com. We’ll work with our carrier partners to see where it is being lost. Depending upon the called party’s geographic location, the call may be routed through different carriers, which means that you may still be able to deliver callerID to other areas.
4. If CallerID used to work for you, but now does not, try rebooting your ATA or Omni phone. Also, make sure you have the latest firmware installed in your ATA.

What is the cause of echo and is there anyway to eliminate this problem?

On VoIP calls, such as the OmniTalk service, an echo occurs when there is unusual congestion in the network. This may be a temporary issue with your ISP, or on your local network (like when another user is downloading a video while you are on a call). Check with your ISP if echoes occur frequently.

What is the cause of static on the line?

Static or buzzing noises on your line can only occur on the analog side of your connection. This consists of your telephone handset and phone patch cable (RJ-11 cable). To eliminate static, one of the solutions is to try a different telephone cable and/or telephone handset.

If you have a cordless telephone, it can generate static due to a weak signal between the base of the telephone and your handset. Old or low batteries in your handset can also cause static, or maybe the cordless handset is too far from the base station. If you use a wireless router, try moving it away from the OmniTalk ATA as each wireless device may interfere with each other.

What is the cause of dropped calls?

Dropped calls are usually associated with Internet connectivity issues. Network congestion and/or packet loss can affect your call.
Please see: What is the cause of echo and is there anyway to eliminate this problem?

I experience choppy audio when making phone calls

Choppy audio is usually associated with Internet connectivity issues. Network congestion and/or packet loss can affect your call.
Please see: What is the cause of echo and is there anyway to eliminate this problem?

All of a sudden I am unable to receive any inbound calls. What is the cause?

If you had a previously functioning OmniTalk ATA and suddenly are unable to receive calls, please check the following:

• Were there recent power outages/disruptions that may have affected your OmniTalk ATA?
• Is your ISP connection active?
• Did you recently change any router/firewall security options that may have impacted the OmniTalk ATAs ability to connect to the OmniTalk service server. If this problem occurs, please review your included Easy Install Guide and follow the exact power cycling steps for your network configuration.

What is the cause of static on the line?

Please check your installation guide and the troubleshooting sections on our website first, then contact Technical Support. Email: support@omni-talk.com

To help us best serve you, we’ll need the following information:

• Your OmniTalk Account Number or telephone number in the email subject line.
• Type of Internet connection (DSL/Cable/Dial up/Satellite)
• Make and model of your router (if you are using one)
• Make and model of your telephone
• Brief description of your home network (computers, routers, hubs, switches, and firewall software)
• Detailed description of the issue you are having
• Results of troubleshooting steps you have completed (i.e. cycling power, port forwarding, as detailed on our Installation pages)
• Best way and time to contact you.