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There are specific ports and protocol used on Cackle’s Cloud Phone network. It will require configuration. This can be performed by Cackle’s provisioning team or we can make the information available for your internal IT team to conduct the configuration. Ensure SIP-ALG is always turned off.

SIP ALG stands for Application Layer Gateway and is common in many commercial routers. Its purpose is to prevent some of the problems caused by router firewalls by inspecting VoIP traffic and if necessary, modifying it.

SIP-ALG should be turned off to allow call signaling to traverse firewalls and routers unmodified.

If you are having trouble getting your device to register, make sure that any VoIP specific ALG features in your firewall or router is switched off. This usually solves the problem.

First, check your internet connection – cloud phone service relies on it to make and receive calls. If your Internet connection drops out, or suffers performance issue, you may experience call dropouts, or garbled/incomplete calls.

If your Internet connection is OK, check that the cables are all OK, and consider testing on another telephone handset.

In an event of a power outage, cloud phone system will not work. However, we have ways to work around this by setting up calls to be forwarded through to your mobile phone.

We are an Auckland based company and have an inhouse support team. In the event of a phone system failure, you can reach us by phone. Alternatively, you can lodge a support ticket to  [email protected] for minor incidents.

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