Troubleshooting DID Numbers
Fix identity verification uploads and call audio issues on CommPeak DID Numbers.
Find the issue you see in the tables below, then open its article for the full fix. Most DID number issues come from the documents you upload for Identity verification or from your network setup, so start with the quick checks.
Check the voice service status
Before you troubleshoot your own setup, check whether the issue is on the CommPeak side. Calls to your DID numbers reach you through the CommPeak voice network, and the card below shows its live status. If it shows an issue or scheduled maintenance, wait for it to clear before you change any settings, and open the card for incident updates.
Check these first
Run these checks before you open an article.
- Upload verification documents as .pdf, .jpeg, or .png files under 2 MB, without password protection, with every corner visible, and issued within the last six months. See CommPeak identity verification standards.
- Test your connection with the CommPeak Speed Test. Each call needs at least 100 kbps, and latency should stay below 150 ms.
- Make sure your firewall allows VoIP traffic, including SIP and RTP, and that your router gives VoIP traffic priority through Quality of Service (QoS) settings.
- Make sure your IP address is added to Network Monitor - Pinger, and run an echo test to check your headset.
Identity verification
Use this article when you cannot upload documents for verification.
| Issue | What you see | Common causes |
|---|---|---|
| Verification Document Uploads Fail | A verification document does not upload or is rejected | A file that is too large or in the wrong format, password protection, cached browser data, a blurry or cropped image, a document older than six months |
Call audio
Use these articles when calls on your DID numbers connect but the sound is wrong or the call drops.
| Issue | What you see | Common causes |
|---|---|---|
| One-Way Audio | Only one side of the call can hear the other | Firewall settings, NAT traversal |
| Choppy or Distorted Audio | Voices break up or sound distorted | Network Jitter, low bandwidth, IP not added to Network Monitor - Pinger, strict firewalls |
| Echo During Calls | Participants hear their own voices back | Acoustic feedback, Network Latency, low sound quality |
| Dropped Calls | Calls disconnect in the middle of a conversation | High network traffic without QoS, faulty routers or switches |
Still need help?
If none of the articles solve the issue, contact CommPeak Support. For call issues, include the DID number and the time of the call.
Updated 18 days ago