In order to efficiently process a Vamos - Voice issue we kindly request the following information on each case:


Location

- National

- Roaming


For National


Use case

- Not able to make and receive calls

- Not able to receive inbound calls, but able to make outbound calls.

- Not able to make outbound calls, but able to receive incoming calls.

- Poor audio quality


Network / Registration / Service checks

- Network coverage

- Forced re-registration


PBX checks

- SIM Device is present

- SIM Device is linked to a user

- Call scenario / Dial plan settings (call forwarding, time slot)


Mobile device checks

- SIM card is not locked

- Flight mode status

- DND status

- Call Forwarding status

- Night mode status

- Blocked contacts

- Number recognition status


Call details

- Timestamp

- From number

- To number

- Location (zip code + house number)

- Outdoors/Indoors


For Roaming


Use case

- Not able to make and receive calls

- Poor audio quality


Network / Registration / Service checks

- Network coverage

- Forced re-registration


Mobile device checks

- SIM card is not locked

- Flight mode status

- DND status

- Call Forwarding status

- Night mode status

- Blocked contacts

- Number recognition status


Call details

- Timestamp

- From number

- To number

- Country

- Guest network

- Outdoors/Indoors



Without the requested information the time to resolution will increase.