NAYATEL VOICE SERVICES

Training designed for Newly Hired Nayatel Engineers

Malik Wajahat - Assistant Manager NGN

Aug 2021
 NGN (Next Generation
Networks)!
Nayatel provides home & corporate telephone services
 NGN (Next Generation
Networks)!
• Nayatel family: 1888 members in 11 cities

• Phone calls through office extensions serves as backbone

of daily communication between these members
• Highly critical call center serving as backbone of our top
notch customer support
• Office extensions & call center setup is completely
managed by NGN team
BASIC TERMINOLOGIES
Our Normal Landline Telephone: Exchange
Exchange : All the calls are handled by this device

Exchange : Decides where the call should be forwarded whether it is a local,

Nationwide or International call
 Exchange then & now
Circuit Switched Exchange
Ooold Exchange NGN Softswitch

Wire extended literally IP Based with huge

Auto switching of calls by
between caller and called party capacity & smart clients
circuit based switches in
using manual switching leading way to various
exchange
advanced features
Our Normal Landline Telephone: Channel

Normal Call
Either incoming or outgoing

Uses One Channel

 Basic Terminologies: IVR
• Interactive Voice Response
• A greeting stating different options
• Example: “Welcome to Nayatel, Dial 0 for operator , 2 for TAC”
EXT 103 EXT 104
8310104
PTCL
EXT 102

EXT 100
8310000- Master PBX NAYATEL

EXT 101
8310101
WATEN
 Basic Terminologies: CDR
• Call Detail Record contains following information
– Date

– Calling PARTY

– Called PARTY

– Start Time of Call

– Call Duration

– Cost (Rs)

Nayatel provides CDRs of last 6 months to customers

 Interconnect Partners
• Voice partners which carry our calls to other networks
• A customer connected to particular operator exchange can
make only on net calls (Nayatel to Nayatel calls only) unless
exchange is connected to any interconnect partner
• Current interconnect partners of Nayatel are
– PTCL
– Mobilink
– Wateen
– NTC
– Ufone
WHY NGN? VOIP CONCEPT
 Nayatel NGN
• FLL (Fixed Local Loop) license (ITR, FTR, NTR-1 regions) from PTA

• Following Numbering Series allotted by PTA

– ISD: 831, 835, 843 till 846, 848, 873 till 877, 881,885,886,889 till
895.
– FSD: 537,538, 539
– PSH: 724, 725

• Primary devices are of Huawei & Bicom

– Completely modular with redundancy at each level
– Redundancy in uplinks (IP & voice interconnects)
 Nayatel NGN Services
• POTS (Plain Old Telephone System)
• PRI (Primary Rate Interface)

• Hostex (Virtual PBX or Hosted PBX)

• Cloudpbx (Hostex on app)
• SIP Trunk (Trunking provided to customer’s PBX on SIP Protocol)
• SIP POTS (POTS delivered over SIP Protocol)
• eFax (Internet Fax Service)
• Audiocon (Dial-In Conference service)
• Phoneapp (POTS on app)
 POTS (Plain Old Telephone System)
• Normal landline phone service
• Customer gets proper 7 digit number

• We can provide two numbers using 2 RJ11 ports of ONT

• On new ONT we can provide only 1 number.

• Nayatel recommends Panasonic KX- TSC11MXB

• We do not provide phone set

• Maximum length of RJ11 cable = 2000 feet or 610 meter

• POTS line can be used for FAX, merchant machine, security

• No line rent (literally zero bill)

• Line rent will be applicable after removal.

 POTS Service & Devices
• Two types of ONTs deployed in Nayatel
• Huawei: POTS service use SIP Protocol
• Alcatel: POTS service use H.248 Protocol
• NGN Softswitch acts as
• SIP server for Huawei ONTs
• H.248 server for Alcatel ONTs User ID
IP Address
• Voice configuration User Capabilities

Numbers
• on ONT is done by access department Number Capabilities
Wateen

• on Softswitch is done by NGN PTCL

NTL BP-Switch
RJ11 PON Core Telenor

ONT NTC
Softswitch
Register Request
 SIP-POTS Service & Devices
• To provide more than 1 landline in new ONT.

• ATA is used for this purpose.

• One side is IP other is analog.

 VAS Services
• Calling Line Identification - CLI
• Call Waiting
During conversation a beep can be heard indicating another incoming call
• Call Transfer
A customer on call can transfer the other party call to a third subscriber
• Call Forwarding Immediate
Transfer all incoming calls to another desired number 
• Call Forwarding If Busy
If subscriber's line is busy, call will be transferred to another number
• Call Forwarding If no reply
If no reply, call will be transferred to another number
 VAS Services
• Call Baring
Block outgoing calls using password  
• Three Way Conference Calls
A voice call can be initiated between three subscribers  
 Some Common Problems

• Voice No Dial Tone

o Check ONT Status:
o Customer Number on which issue is being observed. (single / both)
o POTS Status: (Registered, Unregistered, busy etc)
o Number/s dialed and error faced: NO ERROR / BADGATEWAY / NOT FOUND / BUSY /
OTHER
o  In case busy check physical connection, Replace phone set.

o In case the numbers are not dial able, mention the error received and forward the TT to
NGN-TAC 
o In case customer using single number, change ONT port.
 Some Common Problems
• Voice Noise In Line
– Physical Layer
• Problem in phone set
• Problem in RJ11 connector
• Problem in wire
– Interference due to …..
– Power Issue (Optical / Electrical)
• Low optical or electrical power
• Fluctuations in power
• UPS malfunctioning
https://www.youtube.com/watch?v=ZrXQXkl3Zos
https://www.youtube.com/watch?v=ZAAeops5jj0
 Some Common Problems

Dialing Problem:
oCheck Account status:
oCheck ONT Status:
oCustomer Number on which issue is being observed. (single / both)
oB party number on which customer is dialing. (Local, Nationwide or
International)
oError faced by customer any IVR etc.
o Check by dialing B end from TAC if dialable.

oIn case the numbers are dial able, forward the TT to NGN-TAC 
 Some Common Problems

VAS Requirements:
oVAS services discussed in detail.
oGuide customer to use manual to apply VAS features.
https://nayatel.com/wp-content/uploads/2016/05/VAS-on-SIP-POTS.pdf

oIn case customer is not able to follow, forward the TT to NGN-TAC 

• What is the most used gadget these days! SMART PHONES
• Phone App is a smart phone application that allows users to
register their nayatel landline number on their smart phone &
attend calls using Nayatel Wi-Fi
• Ease of use
• Call contacts directly
• Mobility: Can receive calls while watching tv, using laptop etc.
 Demo & Error codes
• 403:      Incorrect Username/ Password. Please contact support.
=> Password mismatch at SoftX and ES DB.
• 404:      Number not allocated. Please contact support
=> Number not exists in Softx but exists in ES DB.
• 401:      Check you Network/Wifi signal strength.
=> Number not getting registered on SoftX.
• 408        Check your Network/Wifi signal strength.
=> Customer is not in WiFi range of ONT and signal strength is very weak for
Phone app functioning.
• 700         Special configurations required. Please contact support.
=> Custom Vas applied at User ID. TT will be forward to NOC and then to
Access TAC.
• 800         Incompatible Settings. Please contact support.
=> Customer is connected to WiFi router having External Dialing of Nayatel
connection. Not possible to use Phone app in this case.
 Some Common Problems

• Permission denied:
o Account status: Active
o Package Assigned:
YES/NO
o All the permissions
were allowed in the app:
YES/NO
o Permissions can be
checked from Settings
 Application
Management 
Phoneapp.
 Some Common Problems

• Failed to Register:
o Check Account status
o Check package assigned and phoneapp number assigned.
o Ask the customer to restart the app.
o Ask the customer to turn on/off the Wi-Fi. Customer must be connected with the
NTL Wi-Fi.
o Check the Static route entry
o This can be because of 401 or 404. (Discussed already)
THANKS FOR YOUR TIME