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IP Office Troubleshooting
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IP Office Troubleshooting

Not Able to Set the Outgoing Caller ID Information Issue

Issue
Can not set the outgoing caller ID (ICLID/CLI) information to a specified number.

Actions
I. Check with the Central Office/Network Provider that they will accept outgoing caller ID information being sent to them and that they will pass it on to the network. In some countries, the caller ID feature must be purchased from the Central Office/Network Provider before it is activated.

II. Verify that the outgoing caller ID number being sent is part of the DID/DDI range for that customer. Check with the IT/System Administrator or the Central Office/Network Provider for this information.

III. In order to view caller ID information, the caller ID feature may also need to be purchased at the other end (depending on locale). Check that the person expecting the caller ID information is capable of receiving the information.

Actions Specific to Short Code Configuration
Verify that the dialing string used to access the outside line has the ICLID/CLI information defined. The dialing string can be configured via the User Short Code, a User Restriction Short Code, a System Short Code or a Least Cost Route Short Code. These short codes can effect what outgoing ICLID/CLI information is sent on which PRI circuit, especially because IP Office has an order of priority in place for
situations where short code settings conflict. For example, even though the dialing string may be associated with a system short code for sending out a specified ICLID/CLI, but if a user uses a dialing string defined within the user short code that specifies another ICLID/CLI information, then the user short code over-rides the system short code and the ICLID information defined within the user short code is
presented. If there are no specific ICLID/CLI information defined, the user's incoming call route is used as the outgoing caller ID.

A brief overview of short code matching:
User Short Codes
Takes priority over short codes set for user restrictions, the system as a whole and least cost routing. The individual user short codes are matched against dialing by a particular user.
User Restriction Short Codes
Takes priority over short codes set for the system as whole and least cost routing. The user restriction short codes are matched against dialing by all users linked to the User Restrictions set. They are overridden by individual user short codes.
System Short Codes
Takes priority over short codes set for least cost routing. System short codes are matched against any dialing by any user. They are overridden by individual user short codes and user restriction short codes.
Least Cost Routing Short Codes
Least cost routing short codes are matched against any dialing that results in a number to be dialed i.e. the output of a shortcode.

I. Look at the user short codes to check for the dialing string that defines the outgoing ICLID/CLI information sent. If there is a user short code that defines the ICLID/CLI information, have the user apply the short code.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Users.
3. Double-click the user in question.
4. Click the ShortCodes tab. If there is a short code with an "s" in its Telephone Number field, double-click on the short code to display the configuration. If the short code configuration looks similar to the sample below, then the string of numbers immediately following the s is the outgoing ICLID/CLI information displayed when the user dials using this short code.

A sample user short code:
Short Code: 9N;
Telephone Number: Ns4085551234
Line Group ID: 5
Feature: Dial
If there is a short code similar to the above associated with this user, have the user apply the short code.

5. If there is no short code associated with this user, continue to the next troubleshooting procedure.

II. Check to see if there is a User Restriction defined for this particular user because there may be one defined that prevents the user from sending out caller ID information.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Users.
3. Double-click the user in question.
4. On the User tab, look at the Restrictions field to see if there is a restriction defined for the user. If it is blank, continue to the next troubleshooting step.
5. If there is a restriction defined:
ii. Close the User configuration form and click User Restriction to view the configured restrictions. In the Group Name field, look for the name that matches the one listed within the Restrictions field for the user in question. Double-click on this user restriction to see its configuration.
i. Click the Short Code List tab to see what short code is associated with this user restriction.
iii. If there is a short code that defines an outgoing ICLID/CLI number, then make sure that the short code is defined similarly to the sample short code above.
If the short code is defined similarly to the sample short code, have the user apply this short code.
If the short code prevents the user from dialing out or contradicts with the sample short code above, remove this restriction from the user's Restriction field.
6. When all necessary configuration changes have been made, click to save the changes.

III. Check the system short codes for one that defines the required outgoing ICLID/CLI information to be sent. If the dialed number matches a system short code, apply the short code.

PROCEDURE

To look at the system short codes:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Shortcodes. The list of system short codes are listed on the right hand side. If a short code exists for the outgoing ICLID/CLI information (a short code similar to the sample short code above), apply the short code.
3. If there is no such short code, continue to the next troubleshooting step.

IV. Check to see if a least cost route (LCR) has been defined for sending out the specified caller ID. If a LCR is configured for sending out caller ID information and there is a Time Profile defined for it, then when users dial the dial string, the caller ID information will only be sent out within the time specified.

PROCEDURE

To look at the LCR settings:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Least Cost Route. If there is a LCR configured, double-click with the corresponding LCR name. A Least Cost Route window appears:
3. Click the MainRoute tab and look for short codes that define the use of ICLID/CLI information. A sample short code is displayed below:
Short Code: 9N;
Telephone Number: Ns4085551234
Line Group ID: 5
Feature: Dial
2. When all necessary configuration changes have been made, click to save the changes.

V. 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

Make an external call and check that the required caller ID information is being sent.

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