IP Office Troubleshooting
LCR for Routing Calls Over IP Lines Not Working
Issue
Least Cost Routing (LCR) is configured to route external calls over the VoIP lines when the local ISDN lines are busy or fail, but the LCR is not working when the local lines fail.
Actions for Line Failures
Calls will not follow LCR on ISDN line failures. LCR is only supported when ISDN lines are busy.
Actions for Busy Lines
For busy ISDN lines, check the following to troubleshoot LCR for VoIP lines.
I. Verify that LCR is configured correctly on Manager.
PROCEDURE
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Least Cost Route.
3. Double-click the LCR in question.
4. On the LCR tab, check that the Time Profile selected is set correctly for the working hours (the time period in which the customer wants external calls routed over the VoIP lines when local lines are busy or fails). If no profile is selected, the LCR settings apply at all times.
If there is a Time Profile selected, you can view that profile setting by doing the following:
i. From the Configuration Tree, click Time Profile.
ii. Double-click the name of the time profile that was listed in the LCR configuration. A window opens which displays time settings for that time profile.
iii. Within the Time Entry List, check that the Start/End times and Days are set appropriately for the customer's working hours.
iv. If the entries need to be edited or deleted, right-click on it and make the necessary selection.
5. On the Main Route tab, check the following:
• 0 is the ISDN Group Id.
• The Timeout value is set appropriately. This value sets how long the system waits before trying short codes configured on the Alternate Route1 when a call goes to a line group where all lines are busy.
• The Priority setting for this route is within the priority setting for the User profile making the call. Priority of 0 is the lowest and 5 is the highest. If the User profile is assigned a priority of 5 and this route has the priority 3, then when the user makes a call but the call goes to a line group where all lines are busy, the system routes the call via the Alternate Route1 without waiting for the timeout value to expire. The default priority setting for User profiles is 5.
• Short codes for dialling out through the local ISDN lines are entered correctly and matches the system default short codes or user short codes. Check that there are no overlapping of short codes.
For example, the LCR feature would be compromised if a short code similar to the following is added to the above 2 LCR short codes:
Short code: N;
Telephone Number: N
Feature: Dial
Line Group ID: 2
6. On the Alternate Route 1 tab, check the following:
• The Timeout value is set appropriately. This value sets how long the system waits before trying short codes configured for the Alternate Route2 when a call goes to a line group where all lines are busy.
• The Priority setting for this LCR is within the priority setting for the User profile making the call. Priority of 0 is the lowest and 5 is the highest. If the User profile is assigned a priority of 5 and this route has the priority 3, then when the user makes a call but the call goes to a line group where all lines are busy, the system routes the call via the Alternate Route1 without waiting for the timeout value to expire. The
default priority setting for User profiles is 5.
• The short code is configured appropriately for routing calls over the VoIP lines. The short code should look similar to the following:
• Check that there are no overlapping of short codes. For example, the LCR feature would be compromised if a short code similar to the following is added to the list of LCR short codes that already contains the above short code because the short code below requires that the caller enters a number starting with 1234 before the call is routed through. So if the caller does not meet this requirement, the call will not be
routed through, even though the above short code defines that any number is acceptable.
• Short code: 1N;
• Telephone Number: 1234N
• Feature: Dial
• Line Group ID: 10
II. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
After making the necessary changes to the configuration, test that external calls are routed over the VoIP lines when the local ISDN lines are busy.
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