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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.

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IP Office Troubleshooting

Incoming Calls have no Caller ID Information on ISDN Trunks

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

Actions

Caller ID and name information is not necessarily the same. Caller ID is the number designated to be displayed and name is text information to be displayed. In most regions, both of these features must be purchased from the Central Office/Network Provider before they become available to users.

I. This feature is only available on IP Office 2.0 and newer. Older IP Office software does not accept this information from the Central Office/Network Provider.

II. Check with the Central Office/Network Provider that caller ID information is being sent from the Central Office/Network Provider. In some countries, the caller ID feature must be purchased from the Central Office/Network Provider before it is activated.

III. Check with the Central Office/Network Provider that Name and 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.

IV. 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.
5. If any configuration changes have been made, click OK and then to save the changes.

V. 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.
3. On the Call tab, make sure the Line Receive check box is checked.
4. Click OK.
5. On the SysMonitor window, look for trace codes similar to the following:
22984658mS ISDNL3Rx: v=5 peb=5
ISDN Layer3 Pcol=08(Q931) Reflen=2 ref=272F(Remote)
Message Type = Setup
InformationElement = BearerCapability
0000 04 03 80 90 a2 .....
InformationElement = CHI
0000 18 03 a1 83 95 .....
InformationElement = CallingPartyNumber
0000 6c 0c 21 83 36 31 38 37 30 39 33 39 39 31 l.!.6187093991
InformationElement = CalledPartyNumber
0000 70 08 c1 36 34 36 37 31 33 31 p..6467131
InformationElement = HigherLayerCompat
0000 7d 02 91 81 }...

The Calling Party Number is [6187093991]
The Called Party Number is [6467131]

VI. 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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