VoIP PBX Carroll Communications is an authorized Avaya business partner
Special
Internet Marketing Services
  IP Office Platform
  Carroll Communications Home
  Avaya IP Office 500
  IP Office 406 r2
  IP Office 412
  Avaya IP Office Telephones
  Avaya Voice Mail Pro
  Phone Manager Pro
  IP Office Manager
  IP Office Soft Console
  Avaya Conferencing Center
  Compact Business Center
  Short Codes
  Avaya Data Networking
  IP Office Expansion Modules
  IP Office Contact Store
  IP Office Licenses
  Centrales Telefonicas
  Voice over IP Phone Systems
  IP Office 403
BUY Phone System Quote

Office Telephone System

Panasonic Headsets
 
IP Office Tek Tips 1-100
IP Office Tek Tips 101-200
 
IP Office Troubleshooting
IP Office telephone systems
about us | phone equipment | voip solutions | avaya partner acs telephone system | site map | contact us

Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

Avaya IP Office Technical Tips
 
732-280-3200
   

IP Office Troubleshooting

User is Unable to Make Internal or External Calls

Issue
User is unable to make internal or external calls.

Actions
I. Check the handset is working by off hook /on hook tests. Verify if there is dial tone. Check all connections and remove and replace connections as necessary.
II. Replace with a similar handset.


A system user may or may not have an extension number that physically exists. Not having a physical extension is useful for users who are not physically located in the office (for example), but need to use system features, i.e. voicemail, forwarding, etc.

I. Confirm that the number the user is dialling can be completed by other users - at that site as well as offsite (cell/mobile for example). This step will rule out the dialled number as the cause of the problem.

II. Confirm that the user is logged on.

PROCEDURE

If the user is using Phone Manager, this is the quickest way to confirm the user's log on status. To check log on status via Phone Manager:
1. Have the user in question open the Phone Manager application. The user's name should be displayed in the Phone Manager title bar. If it is not, have the user log on by doing the following:
i. Click Configure|PBX. A PBX Configuration Information window appears.
ii. In the UserName drop-down menu, select the user's name.
iii. If a password has been set for this user on Manager within the User tab, then enter this password here. This password is NOT the Login Code within the Telephony tab that makes the user a hot desking user (if hot desking is configured for this user).
iv. Make sure the PBX Address is that of the IP Office control unit.
v. Click OK. The user is now logged on.

PROCEDURE

If the user in question does not have Phone Manager, manually log the user onto the phone via the default system short code (*35*N#), where N is the extension number. For example, dialing *35*202# logs on extension 202. If the user associated with extension 202 is logged onto another
phone, this logs the user out on that other phone and logs the user onto the existing phone.

III. Confirm that Outgoing Call Bar is not configured for the user in question.

PROCEDURE

To check the user's Outgoing Call Bar setting:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Users and double-click the user in question.
3. From the Telephony tab, check that the Outgoing Call Bar check box is unchecked.
4. Click OK.
5. If any configuration changes have been made, click OK and then to save the changes.

IV. After confirming the above three actions, check the dialed number against the following options. These options check to see if the dialed number has been associated with a User Short Code, a User Restriction Short Code, a System Short Code or a Least Cost Route Short Code. These short codes may effect how calls are routed, especially because IP Office has an order of priority in place for situations where short code settings conflict. For example, even though the number may be associated with a system short code for dial out, but if a user short code has been
created that prevents the number from being dialed out, then the user short code over-rides the system short code and the number cannot be dialed out.

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.

OPTIONS
1. Look at the user short codes to confirm that there are no short codes to prevent the number from being dialed. If the dialed number matches a User Short Code, apply the shortcode.

PROCEDURE

To check if there is a user short code assigned to the dialed number:
i. Log onto Manager and open the IP Office configuration.
ii. From the Configuration Tree, select Users.
iii. Double-click the user in question.
iv. Click the ShortCodes tab. If a user short code is set against the dialed number, apply the short code.
A sample user short code is:
Short Code: [9]1800N;
Telephone Number: 1800N
Line Group ID: 0
Feature: Dial

In this example, the user on which this short code is set can dial numbers starting with 1800 after dialling 9 to get an external line.

2. Check to see if the number matches a short code in the user restriction set associated with the user. User Restriction short codes are useful when applied to the Restriction field for each user. When applied to a user, these short codes can be used by those specific users
and eliminate the need to recreate the short codes for each user.

PROCEDURE

To see if there is a User Restriction short code set against the dialed number:
i. Log onto Manager and open the IP Office configuration.
ii. From the Configuration Tree, select User Restrictions. If there is a User Restriction:
a. Double-click the restriction. A User Restrictions window opens.
b. Click the Short Code List tab to see what short code is associated with this user restriction.
c. If the short code makes use of the dialed number, then check to see if this user restriction is associated with the user in question.
iii. If there is no User Restrictions set, move on to Option 3.

To see if the user in question has an associated short code restriction:
i. Log onto Manager and open the IP Office configuration.
ii. From the Configuration Tree, select Users.
iii. Double-click the user in question.
iv. On the User tab, look at the Restriction field to see if there is a restriction applied.
If a restriction exists and that restriction contains a short code which allows the user to make the call in question, then apply that short code. If no restriction exists for the user, then continue to Option 3.

3. Check the system short codes to see if the dialed number is assigned a special dialing method. If the dialed number matches a system short code, apply the short code.

PROCEDURE

To look at the system short codes:
i. Log onto Manager and open the IP Office configuration.
ii. 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 dialed number and it enables users to dial out (a short code similar to the sample short code above), apply the short code.
iii. If there is no system short code for dialing out, create one.

4. Check the least cost route (LCR) short codes to see if the dialed number has LCR rules set against it. LCR allows the administrator to route outgoing calls through specific carriers at specified times for cost saving purposes.

PROCEDURE

To look at LCR settings:
i. Log onto Manager and open the IP Office configuration.
ii. 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:
a. On the MainRoute, Alternate Route 1 and Alternate Route 2, verify that there are no short codes configured to prevent the dialed number from being dialed.
b. Check that there are no overlapping short codes. For example, if the following short code is added to the MainRoute configuration in the above screenshot, the LCR feature would be compromised because one short code defines all outgoing calls through Line Group ID 0 while another short code defines the same outgoing calls to go through Line Group ID 2:
Short Code: [9]N;
Telephone Number: N
Feature: Dial
Line Group ID: 2
c. If there is a LCR short code with the number in question configured for dialing, verify the following:
The user in question has waited for at least the Timeout period. This value sets how long the system waits before trying short codes
configured on the Alternate Route 1 and 2 when a call goes to a line group where all lines are busy.
The user has the priority level to make the call. For example, if the LCR Priority field is set to 5 (highest), then the user's priority
(configured with the User configuration field) is also set to 5.
In the Time Profile field, if there is a time profile set, make sure the dialed number was attempted within the configured time slot. To view
the defined time for that profile, open the Time Profile configuration form and open the corresponding profile. A Time Profile window
similar to the following displays:

Call Routing

iii. Look at the Alternate Routes to verify that any short codes configured for them are equally as valid as the ones configured for the Main Route.
iv. Click OK and then 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

Have the user in question dial the internal or external telephone number.

1-800-429-0077

Avaya 4630 IP Telephone Compact business center: one of many tools for use with the IP Office Another great telephone by Avaya

 

about | telecommunications consulting | avaya one x quick edition | Jersey Shore phone systems | vm pro | contact us
PO BOX 186 Spring Lake, New Jersey 07762
1-800-429-0077 ::: 732-280-3200
Copyright 2006 CarrollCommunications.com All Rights Reserved.