Roaming – Preventing connection problems

 

Problems with the number selected:

If the customer has problems when connecting to a specific number, he/she must try an alternate one for the region in the world where he/she is at that time. If none of the numbers work, this might indicate a problem of compatibility with the modem or computer in the area he/she is.

If the customer cannot get connected with one of the alternate telephones available for the region where he/she is, it might be that, although the computer and modem are OK, the access provider or telephone are temporarily out of service.

If it looks like no connection has been established, the customer must ensure having dialed the prefixes required from the place where he/she is. In many hotels a number must be dialed to get dialing tone for an external number.

If a generic software message is received saying that an incorrect password is being used, this might indicate:

• The use of an incorrect password (it must be the same password used with your RACSA account in Costa Rica).

1. That an incorrect username has been introduced.
2. That an incorrect domain name has been used.
3. That a consultation has to be done with RACSA to check if the account is active and if you are using the correct username and password.

• If the customer gets an occupied tone when dialing the access number, it might be that, occasionally the points of access are saturated. We recommend you to configure alternate points on your scripts to use them during the rush hours (peak hours). If in your case this is not feasible, you must wait a few minutes and try again.