IP Office Troubleshooting
Call Routing
Attempts to Dial Out Locally Get Routed Over VoIP Trunks
Issue
User is trying to dial out locally and the call gets routed over a VoIP trunk.
Actions
Check that the dial string used is routed through the appropriate line group on the User Short Code, User Restriction Short Code, System Short Code and Least Cost Route (LCR) Short Code. These short codes can effect which trunks outgoing calls are routed through, especially because IP Office has an order of priority in place for situations where short code settings conflict. For example, even though a dialing
string may be associated with a system short code for dialling 800 numbers through a defined PRI trunk, but if a user uses a dialing string defined within the user short code that specifies routing 800 numbers through an IP trunk, then the user short code over-rides the system short code and the 800 call gets routed through the defined IP trunk.
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 dialled number or a general short code for dialling out. The short code needs to be configured appropriately and directed to the right trunk/Line Group ID.
PROCEDURE
To check the user short codes:
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 defining the dial string for 800 numbers, double-click the short code to view its configuration.
The short code example below enables the 800 numbers to be dialed and routed through Line Group ID 0.
A sample user short code:
• Short Code: 9N;
• Telephone Number: 1800N
• Line Group ID: 0
• Feature: Dial
To see what trunk type Line Group 0 is associated with, click Line from the Configuration Tree and double-click the line.
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 directs the user's calls over an IP trunk.
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 the dial string in question, 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 above sample short code, check what trunk type the Line Group ID number is associated with by clicking Line from the Configuration Tree and double-clicking the line.
• 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 dial string in question. Make sure it is configured correctly.
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 dial string in question (a short code similar to the sample short code above), check what trunk type the Line Group ID number is associated with by clicking Line from the Configuration Tree and double-clicking the line.
3. If there is no such short code, continue to the next troubleshooting step.
IV. Check the least cost route (LCR) short codes to see if the dialling string 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:
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.
i. 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:
ii. On the MainRoute, Alternate Route 1 and Alternate Route 2, verify that there are no short codes configured that routes the dialling string through an IP trunk.
iii. 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 800 calls through Line Group ID 0 while another short code defines the same outgoing 800 calls to go through Line Group ID 2:
• Short Code: 9N;
• Telephone Number: 1800N
• Feature: Dial
• Line Group ID: 2
iv. If there is a LCR short code with the dial string in question, 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.
v. 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.
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
Confirm that the call is connecting via the desired trunk.
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