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IP Office Troubleshooting

Incoming Calls have no Caller ID Information on Analog Trunks

Issue
No caller ID or name information is displayed for calls coming in on analog trunks.

Actions
Caller ID and name information is not necessarily the same. Name information is not displayed on analog trunks. Caller ID is the number designated to be displayed. In most regions, the display of caller ID information must be purchased from the Central Office/Network Provider before it becomes available to users.

I. Check with the Central Office/Network Provider that Number sending is being sent from the Central Office/Network Provider. In some countries, this feature must be purchased from the Central Office/Network Provider before it is activated.
II. Verify that the trunk type selected is correct based on information from the Central Office/Network Provider. The trunk type must match the type defined by the Central Office/Network Provider.

PROCEDURE

To check the trunk type setting on the analog trunk:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click the analog trunk in question.
3. Via the Analog tab, check the selection within the Trunk Type field. Make sure it matches the type defined by the Central Office/Network Provider.
4. Repeat the above steps for all configured analog trunks.

III. Via the System Monitor application, check for caller ID information being sent from the Central Office/Network Provider.

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.
• On the System tab, make sure the Print check box is checked.
• On the ATM tab, make sure the Channel, CM Line and I/O check box is checked.
• On the Call tab, make sure the Targeting check box is checked.
3. Click OK.
4. Below is an explanation of how to read the trace codes: Channel tracing produces traces which start with -
• PRN: AtmTrunk for an ATM4 in version 2.1 and below.
• PRN: AtmChannel for an ATM4 in version 3.0 and above.
• PRN: AtmLine for an ATM16 irrespective of version.
Note that the AtmTrunk1: CLI Message Rx'd: or the AtmChannel1: CLI Message
Rx'd: message is followed by one or more PRN: 0xWXYZ messages. The decode rules for these messages are shown in the step entitled “How to decode the CLI
Message Rx'd PRN: 0xWXYZ messages”.
• CM Line tracing produces traces which start with PRN: AlogLine
• I/O tracing produces traces which start with PRN: AtmIO
• Targeting tracing produces traces which start with CMTARGET

To identify the Line Number on ATM Tracing Channel tracing:
• AtmTrunkB3 where B3 is the Line Number [in version 2.0(16)].
A0 = Line 1,
A1 = Line 2,
. .
. .
B3 = Line 7,
B4 = Line 8

• AtmTrunk1 where 1 is the Line Number [in versions 2.0(18) and all versions of 2.1]
• AtmChannel1 where 1 is the Line Number [in version 3.0 and above].
• AtmLine701 where 701 is the Line Number on an ATM16 module.
A0 = Line 1,
A1 = Line 2,
. .
. .
B3 = Line 7,
B4 = Line 8

CM Line tracing:
• AlogLine8 where 8 is the Line Number [in version 2.1 and below].
• AtmLine8 where 8 is the Line Number [in version 3.0 and above].

I/O tracing:
• AtmIOB3 where B3 is the Line Number [in version 2.0(16) and below].
A0 = Line 1,
A1 = Line 2,
. .
. .
B3 = Line 7,
B4 = Line 8

• AtmIO1 where 1 is the Line Number [in version 2.0(18) and above].
Note that the above is true for all Analogue Trunks that are terminated on the IP Office Main module. When Analogue Trunks are terminated on an ATM16 module NO tracing is output on the SysMonitor apart from the following:
• PRN: AtmTrunkXXX: bchan=Y: StateChange........ [in V2.1(27) and below]
• PRN: AtmLineXXX: bchan=Y: StateChange ....... [in V3.0 onwards]

5. A typical trace taken from an Analogue Trunk that supports ICLID/CLI terminated on an IP Office Main module running 2.1(28) is shown below. The trace has been annotated to show the decode of certain messages and to indicate, where appropriate, what is happening. All
trace messages are shown in code-base font and bold with the decode/meaning in regular font style.
108691mS PRN: AtmTrunk1: StateChange CLIPossibleIncoming->Idle
AtmTrunk1 => Line Number 1.
The Line interface is primed ready for the possibility of an incoming ICLID/CLI message.

108692mS PRN: AtmIO1: Block Forward OFF
AtmIO1 => Line Number 1.

108692mS PRN: AtmIO1: CLI Detection ON Equaliser ON
ICLID/CLI detection has been enabled on this Trunk

109703mS PRN: AtmTrunk1: CLI Message Rx'd:
The start of a ICLID/CLI message has been detected. The message received is then shown in Hex (0x).

109703mS PRN: 0x4500
4500 -> Date (mm dd) and Time(hh mm) info.
Note - The full decode options for these 4 byte words is given later.

109704mS PRN: 0x3031
30(hex) -> 0(ASCII); 31(hex) -> 1(ASCII)

109704mS PRN: 0x3134
31(hex) -> 1(ASCII); 34(hex) -> 4(ASCII)

109704mS PRN: 0x3136
31(hex) -> 1(ASCII); 36(hex) -> 6(ASCII)

109704mS PRN: 0x3035
30(hex) -> 0(ASCII); 35(hex) -> 5(ASCII)
The resultant Date/Time decode is as follows:
• Date decodes as 01 14 which is 14th of January
• Time decodes as 16 05 which is 16:05 (or 4:05pm)

109705mS PRN: AtmTrunk1: CLI Message Rx'd:
The start of a second ICLID/CLI message has been detected.

109705mS PRN: 0x4980
4980 -> Calling Party Number

109706mS PRN: 0x3031
30(hex) -> 0(ASCII); 31(hex) -> 1(ASCII)

109706mS PRN: 0x3730
37(hex) -> 7(ASCII); 30(hex) -> 0(ASCII)

109706mS PRN: 0x372d
37(hex) -> 7(ASCII); 2d(hex) -> -(ASCII)

109706mS PRN: 0x3339
33(hex) -> 3(ASCII); 39(hex) -> 9(ASCII)

109706mS PRN: 0x3033
30(hex) -> 0(ASCII); 33(hex) -> 3(ASCII)

109707mS PRN: 0x3931
39(hex) -> 9(ASCII); 31(hex) -> 1(ASCII)
The resultant Calling Party Number (ICLID/CLI ) is 01707-390391

109707mS PRN: AtmTrunk1: CLI Message Rx'd:
The start of a third ICLID/CLI message has been detected.

109707mS PRN: 0x5800
5800 -> End of ICLID/CLI detected

09708mS PRN: AtmIO1: CLI Detection OFF Equaliser OFF
ICLID/CLI Detector has been disabled.

109708mS PRN: AtmTrunk1: StateChange CLIAwaitData->CLIDataSettle
109911mS PRN: AtmTrunk1: StateChange CLIDataSettle->CLIAwaitSecondRing
110191mS PRN: AtmTrunk1: StateChange CLIAwaitSecondRing-
>PossibleIncoming
Line state changes from receiving ICLID/CLI to possible incoming call.

110437mS CMTARGET: LOOKUP CALL ROUTE:3 type=100 called_party= sub=
calling=01707-390391 in=1 complete=1
110437mS CMTARGET: LOOKUP INCOMING CALL ROUTE:3, calling party is
01707-390391. Using destination 326
Targeting tracing intimates the ICLID/CLI received as [calling =]. In this case 01707-
390391

IV. 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 incoming call and check that caller ID and/or caller's name is received on the telephone display.

1-800-429-0077

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