IP Office Troubleshooting
Call Quality
Analog Calls Cutting Off
Issue
Users experiencing their calls getting cut off.
Action
I. Check trunk cross connect for termination problems.
II. Check user and system short codes for t configuration. This type of short codes sets the maximum duration for a call (+/-1 minute). Follow the Telephone Number entry of short codes using a dial feature with t(x) where x is the number of minutes.
PROCEDURE
If only one user is experiencing the problem, check the user-specific short code for the user in question.
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click User and double-click the user in question.
3. On the ShortCodes tab, if there is a short code with a t under the Telephone Number field, double-click it to access the short code settings. Below is a short code using the t in its Telephone Number field:
The short code above means the user on which this short code is set can dial 1800 numbers, but the connection is limited to 10 minutes (plus or minus a minute).
4. The duration setting can be adjusted if necessary by changing the number in the parenthesis or can be removed.
III. The same short code as the above can be set for the system, so check for a short code with t in its Telephone Number field. Follow steps 1-4 above.
IV. Confirm that the settings with Manager for the analog trunk/line is consistent with those settings provided by the Central Office/Network Provider.
PROCEDURE
To look at the settings within Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click the trunk in question.
• If it is an analog trunk, then check that the following configurations within the Analog tab match those provided by the Central Office/Network Provider:
Trunk Type
Signaling Type
Direction
3. Click OK.
4. If any updates have been made that need to be saved, click and accept the selected reboot mode by clicking OK.
V. Verify with users in question to see if they have had intermittent resets on their telephones.
VI. Check Central Office/Network Provider lines for intermittent disconnect problems.
PROCEDURE
1. Ask the service provider if there are any problems on the line in question.
2. Check the System Monitor traces for invalid disconnect cause code in the line messaging. To use the System Monitor application:
i. On the PC running Manager, click the Windows Start icon and select Programs|IP Office|Monitor.
ii. On the SysMonitor application, click Trace Options to select the trace settings. Select Default options first, to ensure defaults are enabled.
iii. On the Call tab, make sure the Line Receive check box is checked. Also select ATM options.
iv. Click OK.
v. On the SysMonitor window, look for the following trace codes:
CMLineRx: v=5
CMReleaseComp
Line: type=Q931Line 5 Call: lid=0 id=29517 in=0
Cause=34, NoChannel
vi. If the Cause code is anything other than 16 (normal call clearing), it means there is an error condition on the line.
VII. If the calls are going over an IP line, confirm that the Codec selections are consistent between the two IP-based systems.
PROCEDURE
To look at the settings within Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click the trunk in question.
3. Within the VoIP tab, verify that all the configuration selections are consistent with those set at the other end.
• Compression Mode: Needs to be hard coded (have a selection OTHER THAN Automatic) and the setting must be the same at both the IP Office sites. This is necessary to make use of the most suitable bandwidth available.
• H450 Support: This field selects the supplementary service signaling method for use across H.323 connections. The selected method must be supported by the remote end. For IP Office to IP Office connections, H450 is preferred.
4. Click OK.
5. If any updates have been made that need to be saved, click and accept the selected reboot mode by clicking OK.
VIII. Check the CSU for intermittent resets. CSU is only available in North and South America.
IX. Using the System Monitor application, check the ATM 16 module for intermittent resets.
PROCEDURE
To use the System Monitor application:
1. On the PC running Manager, click the Windows Start icon and select Programs|IP Office|Monitor.
2. On the SysMonitor application, click Trace Options to select the trace settings.
3. On the System tab, make sure the Error and Print check boxes are checked.
4. Click OK.
5. On the SysMonitor window, look for the following trace codes:
69516mS ERR: DTExtn Line Down 7
85598mS ERR: DTExtn Line Up 7
85605mS PRN: TDMLink 7 Offline - WARNING!
85615mS PRN: TDMLink 7 Online
85684mS ERR: DTExtn Line Up 7
6. The presence of the above trace codes means the module is resetting.
X. Check with the users in question that the people they are speaking with when they experience calls cutting off are not on a cell phone.
XI. 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 users in questions make the calls again and verify that calls are no longer cutting off.
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