Cannot send voice or SMS through Yeastar TG200L - common issues

Here's a wrap-up of common issues experienced when setting up the Yeastar for notifications through TopView.

Ensure you have the correct model

The TG200 device has a few models. Older models may not work with the latest 4G LTE carriers. There is a module/radio in the device that will tell you what is supported (2G/3G/4G) but unfortunately this information is only available through a terminal session to the device (Yeastar support can assist).

The 4G/LTE device is listed as model “TG200L” or “YST-TG200LTE-A”. The description should state that it supports 3G/4G/LTE. If the description does not say “supports LTE” then you should assume that it does not.

We do not sell this hardware, see our Yeastar configuration guide for purchasing options.

How to locate the IMEI number

The TG device has multiple cellular radios, one for each trunk/SIM. The IMEI number is unique number identifying the cellular radio. Your carrier may request the IMEI number of the device. You will need to give them the IMEI number of the trunk using the carrier’s SIM.

There are two methods to inspect the IMEI number. Go to STATUS > TRUNK STATUS. Then, either:

1. Hover your mouse over the Trunk Name. A pop-up will display the IMEI number, or
   
2. Click on the trunk, then the Advanced Settings tab. The IMEI number is displayed. 

Calls from TopView not connecting - Voice over LTE (VoLTE)

Voice calls on your mobile phone can use a traditional voice network or the cellular carrier’s LTE network (Voice over LTE). VoLTE will provide superior call quality as long as your LTE signal is strong.

If your calls are not reaching the connected state, try to enable or disable VoLTE for the SIM/radio.

Go to STATUS > TRUNK STATUS

Click on the Trunk (e.g., Trunk1) > Advanced Settings > Enable VoLTE

Most users will need to enable VoLTE
You should reboot the Yeastar device after changing this setting

Voice calls failing due to voicemail box not being set up - AT&T/FirstNet

Many users report failing voice calls when setting up devices with SIM cards from AT&T/FirstNet.
Reason: If voicemail is active for the account, voicemail needs to be set up before calls can be made.

Another option is removing voicemail support from the account.

You may need to put the SIM card into a phone to set up voicemail.

• Related Articles

• Troubleshooting voice call issues with the Grandstream UCM 6xxx devices

  TopView can make VOIP calls for notifications through the Grandstream in order to call through an analog line. This article provides a number of methods to verify your system is able to make voice calls through this device. If you have not yet ...

• TopView unable to send SMS via Twilio

  If you are seeing messaging fail from Twilio suddenly after working for a long time, you may need to register your account through Twilio for Application 2 Person messaging. Follow Twilio's guidelines for this process: Direct Standard and Low Volume ...

• Send different notification messages to voice and email, to email & SMS, or other different notification methods

  How to send different notification messages to different recipients for the same alarm Method 1: Use multiple tag groups with tag group notifications The simplest way to send different notification messages through different media is to use tag group ...

• Locate the IMEI number (Yeastar TG device)

  The Yeastar TG device has multiple cellular radios, one for each trunk/SIM. The IMEI number is unique number identifying the cellular radio. Your carrier may request the IMEI number of the device. You will need to give them the IMEI number of the ...

• DTMF detection issues for VOIP calls (e.g. using key presses to acknowledge alarms over voice calls)

  DTMF  (Dual-tone multi-frequency signaling - Wikipedia) is responsible for communication of key presses over the phone call. TopView can use these key presses to allow calls to proceed, or to acknowledge alarms via voice notifications. Here are some ...