By Sheila Jaycox, Customer Support Engineer
What do you do when one of your users report issues with making calls?
It is important to ask questions to determine what is really happening in order to fix the issue.
There are questions you need answers to before troubleshooting:
- Is the problem on both internal and external calls?
- Is the problem with just one number, or is the user unable to make any outgoing calls?
- What is the user hearing after they dial the number they are calling?
- A tone of some kind
- Error Message on phone display
- A message
- If the user hears a message, what is the exact message?
For this scenario, the user is unable to dial one number.
If the user hears a tone, it could mean that they are restricted from dialing the number they are calling. Check the COR (Class of Restriction) assigned to their station to determine:
- Calling Party Restriction
- FRL Level (Facility Restriction Level) – the FRL must be equal to or greater than the FRL level assigned to the route pattern that determines what trunk group the call uses.
If the caller hears a message, the problem is more than likely in the call routing programming in your system.
The first step is to determine how the call is routing. Use the command “list ars route xxxxxxxxxxx (where x =the number being called). In the example below, calls to 1 847 427-2365 go out over route pattern 13.
The next step would be to perform a trace while the user attempts to make the call. Use the command “list tra sta xxxx”. The trace will provide information such as denial error codes, the trunk group the call is going out on and the number of the user, if the system is sending out caller id information.
The information contained in the trace is useful in diagnosing and resolving the problem.
If you need further information on how routing is set up, see the Avaya Communication Manager Basic Administration Quick Reference Guide or contact CCC Technologies Customer Support at 847 427-2365.