magicjack常见问题解决过程.doc

Please wait for a site operator to respond.You are now chatting with DoryYour Issue ID for this chat is LTK554038897441XDory:Hello, how may I help you?daofu zhang:i have purchased international call points just 30 minutes ago but i can not use it until now. the line cannot connect. i have tried to call my own number it did rang but only once after that it hangs up.daofu zhang:can you help me with this technical problem?Dory:Im sorry for the delay. Ill be right with you.Dory:2134260191 is your magicJack phone number?daofu zhang:yesDory:I will be right with you.daofu zhang:please .daofu zhang:i need to call someone ,just an emergencydaofu zhang:can you make it a bit quick if you please?daofu zhang:thanksDory:For security purposes, may I ask the registered name, email address used of your magicJack account?daofu zhang:registered name :sueann gloverdaofu zhang:email address:Dory:Thanks.Dory:Do you see the dial pad right now?daofu zhang:yesDory:Please click the link to download and run the magicJack upgrade:Dory:/upgrade/magicJackSetup.exeDory:Please let me know once done.Dory:Are you still running on it?daofu zhang:I cant open itdaofu zhang:Its too slowDory:Please try using a different browser.Dory:Are you able to run it now?Dory:Are we still connected?daofu zhang:sorry still cannotDory:Did you use a different browser?daofu zhang:we have already updated the dial pad and tried to call 10 times but none of those calls were realizeddaofu zhang:what else can we do?Dory:I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.Please wait while I transfer the chat to the best suited site operator.You are now chatting with XanderYour Issue ID for this chat is LTK554038897441XXander:Hi. I will be assisting you for now. Please hold as I check on your previous chat transcripts and account. Thank you.daofu zhang:okXander:Thank you.Xander:One moment please.daofu zhang:hiXander:Please hold for now.daofu zhang:i can not wait any longer,please answer meXander:Im still checking on a few details.daofu zhang:you know i need to have an emergency calldaofu zhang:but until now i have not calledXander:Are you using a regular magicjack?daofu zhang:yeahXander:Would it be alright if we do some troubleshooting for now?Xander:This is a connection issue and can be fixed by altering your firewall settings so that it blocks no connections from the magicjack.daofu zhang:okdaofu zhang:pleasedaofu zhang:how fast will that be?Xander:Are you using Windows xp?Xander:Well try to make it quick. Ill be laying out instructions here for you to follow.daofu zhang:this is windows xpdaofu zhang:ok pleaseXander:Let us open ports in your Windows Firewall and add sites in your Internet Options. For you to have a Stable connection to our servers.Xander:Please click the Windows “START” button and select “Control Panel” ( if not in Classic view; click “Switch to classic view”).Xander:Let me know if youre done so we can proceed.daofu zhang:ok next please?Xander:Please double click “Windows Firewall”. A dialogue box named Windows Firewall will pop up. (make sure it is On so that we can add the ports)daofu zhang:okXander:Please select the “Exceptions” tab and click the “Add Port” button; Then type MJ1 as name and 5060 as Port number. Then check the UDP round button and click OK.daofu zhang:okdaofu zhang:and?Xander:Now please click the “Add Port” button again. This time please type MJ2 as name and 5070 as Port number. Then check the UDP round button and click OK. Then click OK (On the Windows Firewall)daofu zhang:OKXander:Please go back to control panel; then double click “Internet Options” A dialogue box named Internet Properties will pop up.daofu zhang:DONEdaofu zhang:AND?Xander:Please click on the “Security” tab and click “Trusted Sites” then click the “Sites” button.daofu zhang:OKdaofu zhang:NEXT .Xander:Before we add the sites, please Uncheck the BOX for Require Server Verification (on the bottom part of the site window)daofu zhang:WHICH SITE?Xander:In the box for “Add this Web site to the zone:”, please typethen click “Add” (it will be added in the Web sites: box)daofu zhang: this site is restricted.daofu zhang:we cannot open itXander:Okay.Xander:Please disregard this part for now. Now please select the “Privacy” tab and set the Slider to Low (This is only for now, you can set the setting back to medium later). Then “Apply “ and OKdaofu zhang:ok?Xander:Please go to your magicjack dial pad. Click MenuAdvanced UsersRestart. Let me know if the dial pad is back up.daofu zhang:the dial pad is back and contact list is emptyXander:Does it have any message in there?daofu zhang:where?daofu zhang:no message at allXander:In the contact list.daofu zhang:contact list is empty that is the messagedaofu zhang:i guess it is okdaofu zhang:because i have not saved any phone numbers so farXander:Can you see Stock Symbol: CALL under the magicjack logo in the upper middle portion of the dial pad?daofu zhang:i can only see end button in red and send button in greendaofu zhang:yes i have see the stock symbol callXander:Do you see any message above those buttons?Xander:Okay.Xander:Please do a test call for now.daofu zhang:is this ok now?daofu zhang:ok i willXander:Yes, youre ready to call.Xander:Let me know how it goes.daofu zhang:still cant coonectdaofu zhang:The magicjack only can call USA&CA?Xander:It can call other countries but international minutes are required for that.daofu zhang:YesXander:US and Canada calls are free.Xander:What number did you try to call?daofu zhang:We bought international minutes just nowdaofu zhang:UKXander:How did you dial that phone number?daofu zhang:i dialed like this for example:00441273305531daofu zhang:and or 00861342441415Xander:One moment please.daofu zhang:okXander:Please hold. Ill check on how thats supposed to be dialed.Xander:To call the UK from your area, please dial 011 + 44 + area code + phone number. 00441273305531 must be dialed as 011441273305531.daofu zhang:how to call china?daofu zhang:and why is it that someone is calling me i can not pick it up?Xander:Did someone call you just now?daofu zhang:yesdaofu zhang:but i can not get the calldaofu zhang:why?Xander:Please go to your magicjack dial pad. Click MenuVolume and Headset Control. Let me know if you are able to switch between headset and telephone.Xander:Calling to China will require you to dial 011 + 86 + area code + phone number.daofu zhang:yes i can switch the telephone and the headsetXander:Is it set to Telephone?daofu zhang:but still i can not get the incoming callsXander:Do you have a dial tone?daofu zhang:yeah but only one ring and downdaofu zhang:that is why i can not answer the callerXander:Please pick up the phone that is connected to the magicjack. Let me know if you hear a dial tone when you do so.daofu zhang:yes there is a dial tone in the phone connected to the magic jackXander:Do you have an antivirus in your computer?daofu zhang:yesdaofu zhang:it is called microsoft security essentialsXander:Okay.Xander:Do you have any other security software installed?daofu zhang:NOdaofu zhang:SO I CAN ONLY DO AN OUT GOING CALL BUT NOT ANSWER THE INCOMING CALLSdaofu zhang:WHY?Xander:Is Con