The NOC, or the Network Operations Center, is Telnyx’s 24/7 support channel for customers. We are the team to reach out to whenever you have questions about call or message failures, the API, or other concerns regarding your account. In order for us to assist you as accurately as possible, it is important that you provide as many details as you can when you initially report your problem.
How to Contact NOC
You can contact the NOC team by clicking the chat icon on the bottom right of the screen when signed into the Portal. You can also reach us by email at firstname.lastname@example.org or by phone at 1-888-980-9750. At the beginning of your chat or email conversation, you will be provided a ticket number. If you wish to reference a previous chat or open ticket, please provide the ticket number that was given to you at the time of your conversation so that we can pick up right where we left off.
Reporting Call or Message Failures
While the NOC is always happy to troubleshoot an issue with you, we do require some information in order to best assist you. For example, if you are reporting an issue when calling or messaging a specific destination, we will need to look at our logs to determine why this issue is taking place. In order for us to find the relevant entry in our logs, we will need a specific call or message example from you.
The best way to provide a call example is with a call ID or MDR ID, which can be found in a call detail request generated within the Reporting section of your Portal. Alternatively, we always welcome the below information, which will allow us to identify the call or message:
Direction: Inbound or Outbound
CLI: Source number
CLD: Destination number
Date+Time: Including timezone
Telnyx NOC can troubleshoot most call quality or messaging issues up to 72 hours since occurrence, however should an escalation with any carrier partners be required examples within 48 hours is necessary. If the issue is not reproducible, examples within 24 hours to continue any escalations is required.
Reporting API Issues
Unexpected API responses can be rather tricky to diagnose. The simplest way to report API issues is to send us as much of the following information as possible:
Issue: The encountered issue in a few words, and the expected behavior from the endpoint(s).
Endpoint(s): The exact public URL endpoints you are sending requests to.
Timestamp with timezone: Preferably within the last 24 hours.
Request: The payload of the request you are sending.
Response: The payload of the response you are receiving from our API.
Can you replicate the issue: Yes/No
You can try the request here. Additional information, such as explaining what function you were attempting to perform with your API request is also greatly appreciated. We require this information as API related issues are more complex than other products. The more information that’s provided, the easier we locate the root problem. Additionally, you are always welcome to reference our error documentation to determine the source of the error you encountered.
Reporting Portal Issues
If you experience an issue in the Portal, such as an unfamiliar error message, a screenshot of the error itself would always be appreciated. Alternatively, you can access the console window by using the “Inspect Element” tool in your browser. This is usually accessed by pressing F12 or right clicking in your browser and selecting “Inspect Element”. You can attach a screenshot to an open Intercom chat by clicking the paperclip icon on the right-hand side of the chat window. You are also welcome to email us a screenshot at email@example.com.
If it is not possible for you to capture a screenshot, we would love a description of what you were trying to do in the Portal and how that compares to what you experienced. For example, information such as the URL of the page you are on, error messages you received, buttons you have clicked, text-boxes you have filled out, etc. are all very helpful in understanding the issue.
If you have any other questions, please don’t hesitate to ask. The NOC can be reached by chat (by clicking the chat icon in the bottom right-hand side of the Portal), by email at firstname.lastname@example.org, or by phone at 1-888-980-9750.