A User had an issue with a call and would like to report it to Velox? 


What is a bad call? 

  • Call does not go through.
  • Poor or distorted call quality.
  • Unable to hear caller or other party cannot hear you.
  • Call was cut-off 
  • Other call issues


As a first troubleshooting step, you will want to check the Extra Info in the Call Detail Report (CDR). 


Access the Call Detail Report from the side menu of the Velox Dashboard. 


Search for the call which you are investigating by using either the Search field, the Filter feature or by scrolling down the list of CDRs. For more information about CDRs, click here.


Then, click on the Extra Info button (letter "i" icon) on the rightmost side of the CDR line item.


This opens the Extra Information available for this call. 



This opens the Extra Info includes Call Disposition, Call Audio Quality and the Call Troubleshooting sections.


CALL DISPOSITION - How the call was dispositioned or terminated or the status of the call.

  • If there are multiple Call Dispositions, this means the system may have attempted the call through several networks to ensure successful termination. The last Call Disposition would be the most relevant.
  • If the Call Disposition,
  • Indicates other party or other party's network is not answering or busy or indicates a temporary network congestion, please try the call again after a few minutes. 
  • Indicates a problem with the dialled number, please check the number. 
  • Indicates successful connection but you were still having issues like bad quality or CLI not delivered, you may want to check the Call Audio Quality section.


CALL AUDIO QUALITY - Analysis on the media packets will determine the call quality. 

  • If a user complains about call quality and the call quality % is high (>85%), this is likely a device issue or a terminating point issue. The user may try the call again or continue to investigate device audio issues. 
  • You may Search the topics on the Velox Help for additional reference.


CALL TROUBLESHOOTING - When escalating Velox Support, copy the CALL_ID from this section as reference.

  • Send an email to support@myvelox.com
  • Having complete information will help us look into the reason for the bad call swiftly and accurately.
  • Ensure the pertinent information is provided in the email/ticket.
    • User’s extension.
    • User's DID (if applicable)
    • Where does the issue occur, e.g., on a Velox hard phone or desktop app or mobile app?
    • Where is the user located, e.g., in the office or at home or on the field?
    • How is the user connected, e.g., mobile data or LAN or wi-fi?
    • What is the issue or problem being experienced? If there is an error message, be specific.
    • What are the steps to reproduce or replicate the issue or problem?
    • CALL_ID/s of the problematic call
    • App Logs if the problem is with the desktop or smartphone app.