Troubleshooting

A call was not routed through the preferred vendor.

There are available funds on the user’s calling card, but it is impossible to place an outgoing call.

On net calls get rejected with an error message or are immediately disconnected.

Off net calls get rejected with an error message or are immediately disconnected.

Callers are unable to leave voicemail for an account.

In the Limit Simultaneous Calls, the maximum allowed number of simultaneous calls was set to 4 but the system permits 5 and more simultaneous calls.

Sometimes calls are connected, sometimes rejected without any evident pattern or reason.

User’s service is blocked several times an hour without any obvious reason.

Receiving party doesn’t see caller’s CLI or caller’s CLI contains strange symbols.

The Call Screening rule was adjusted for an extension number, but the rule does not work.

The tech-prefix is used to distinguish calls that originate from different endpoints, but these calls are not terminated by vendors.

The call is charged without applying the discount.

A customer or an account has been assigned a subscription but the subscription fee has not been charged.

The customer cannot select payment method and enter credit card for payment.

No user with CC Staff ACL

Music on hold does not play for SIP TAPI

A call was not routed through the preferred vendor.

Description

A user dials phone number 1-212-123-4567. The preferred vendor for the US destination is GlobalNet, however the call goes to another vendor.

Possible causes

1.     No matching rate is found in the vendor tariff.

2.     The rate’s route category is not included in the customer’s routing plan.

3.     The vendor connection’s routing filter does not permit the use of the requested codecs.

Solution

The route category is not included in the customer’s routing plan

Test Dialplan is a great tool for checking a specific routing plan.

 

Test dialplan

 

If the route category and preferred vendor do not match for the current routing plan, perform the following steps:

 

1.     Check which route category is assigned to the required destination in the vendor tariff. Route categories are tags (e.g. Cheap or Premium) which are used to designate specific routes. 

 

Check the route category

 

2.     Check which routing plan is assigned to the account from which the call originates.

 

Check the account's routing plan

 

3.     Make sure that the vendor tariff’s route category is included in the routing plan assigned to that account.

 

Check the vendor tariff’s route category

The vendor connection’s routing filter does not permit the usage of the requested codecs

Check whether the vendor connection supports the codecs defined on the account’s user agent and routing plan.

 

Check the vendor connection

 

Check the codecs supported

 

Enabled codecs

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

There are available funds on the user’s calling card, but it is impossible to place an outgoing call.

Possible causes

1.     The user has input an incorrect access number.

2.     The dialed destination is not covered by the tariff.

3.     The remaining balance is insufficient as defined in the Product.

Solution

Remaining balance is insufficient as defined in the product

Go to the Product’s Additional Info tab and check the breakage value. The Breakage value sets the minimum for available funds required to use the service. Decrease the breakage, if needed, and then save the changes.

 

Check the breakage value

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

On net calls get rejected with an error message or are immediately disconnected.

Possible causes

1.     The calling account is not active or does not have sufficient funds.

2.     The VOICEONNET rate was not added to the outgoing tariff. A rate for this special destination covers calls made between IP phones connected to PortaSwitch (regardless of the actual phone number).

3.     The tariff with the INCOMING access code was not added to the Product.

Solution

No rate for VOICEONNET destination in the tariff

Make sure that the outgoing tariff includes special destinations VOICEONNET, VOICEONNETR or VOICEONNETRX (depending on your specific case) to facilitate calls among IP phones.

 

Check special destinations

 

No rating entry with the INCOMING access code in the product

1.     Note that the party called must also be charged. If you do not want to charge for incoming calls, create an incoming tariff and assign zero as the price.

 

Check the rate for incoming calls

 

2.     Add tariffs with relevant access codes for incoming and outgoing calls to the product.

 

Add rating entries for incoming and outgoing calls

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

Off net calls get rejected with an error message or are immediately disconnected.

Possible causes

1.     The calling account is not active or does not have sufficient funds.

2.     There is no rate in the outgoing tariff for this destination (caller receives error message “this call is not covered by your tariff plan”).

3.     There is no vendor to terminate this call.

Solution

There is no vendor to terminate this call

To make sure that there is a vendor for the dialed connection, go to Test Dialplan, input the called party’s phone number and click the Search button. If the system does not find any vendor for this destination, check the vendor’s tariff or add a new vendor if needed.

 

Check the vendor for a dialed connection

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

Callers are unable to leave voicemail for an account.

Possible causes:

1.     The Unified Messaging service feature is not enabled for the account.

2.     The customer’s tariff does not contain the special UM destination.

3.     The PortaSIP® Media server domain name is not specified on the Voice Application Settings page.

Solution

Unified Messaging is not enabled for the account

1.     On the Service Configuration tab of the Account Info page select Incoming Calls section.

 

Check unified messaging service

 

2.     Make sure the status of the Unified Messaging service feature is Enabled. If it is not, enable it.

The PortaSIP® Media server domain name is not specified

When a PortaSIP® server / cluster is being used, follow these steps to define the domain:

1.     Go to the configuration server web interface.

2.     Clone the current configuration.

 

Check the media server domain name

 

·       In the Configuration Tree panel, go to PortaSwitchàClusterSuiteàSIPClusterà Required SIP Cluster.

·       In the Groups panel, select MediaServer.

 

3.     In the email_domains option specify the domain name or the IP address of the PortaSIP® Media server.

4.     Verify the changes and apply this configuration.

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

In the Limit Simultaneous Calls, the maximum allowed number of simultaneous calls was set to 4 but the system permits 5 and more simultaneous calls.

Possible causes:

Note that PortaBilling® limits the number of simultaneous calls based on the number of currently established calls. This means that if there are 19 connected calls, a limit of 20 simultaneous calls, and in the next millisecond, 3 more call attempts arrive to the system, then PortaBilling® will not necessarily reject any of these 3 calls.

 

This happens because the system’s workflow functions so that PortaBilling® takes the first call attempt and checks that there are indeed 19 calls established and 20 calls allowed, and therefore approves that first call attempt. Then PortaBilling® starts to process the second call attempt, but sometimes the 2nd call attempt is processed faster than the first one becomes established, so again there are only 19 calls established, 20 allowed, and therefore the second call attempt is approved. The same can happen with the third call attempt.

 

 

If this is not the case, check the following possible causes:

 

1.     PortaBilling® doesn’t receive information that a call is established.

2.     You have specified the required limit for the customer. However, the customer has customer sites, and while customer settings are default for customer sites, in this case, one or more sites has incorrect explicitly specified values for the Limit Simultaneous Calls feature that override the default ones

3.     Customer / customer site settings are correct but the accounts that make the calls are assigned to the wrong customer site.

Solution:

PortaBilling® doesn’t receive information that a call is established

PortaBilling® needs information about currently established calls to calculate whether their number exceeds the defined limit. PortaBilling® receives this information from PortaSIP® or other VoIP nodes. Consequently, a VoIP node must be capable of sending the “start accounting” information and this functionality must be configured.

 

When a PortaSIP® server / cluster is being used, follow these steps to enable the start accounting functionality:

5.     Go to the configuration server web interface.

6.     Clone the current configuration.

 

Enable accounting

 

·       In the Configuration Tree panel, go to PortaSwitchàClusterSuiteàSIPClusterà Required SIP Cluster.

·       In the Groups panel, select MUB2bua.

 

7.     In the Options panel, select send_start_acct optionand set its value to “Yes.”

8.     Apply this configuration.

The number of simultaneous calls defined for the customer sites override those defined for the customer

You are sure that you have specified the required limit for the customer. However if the customer has customer sites, then also make sure that limit of simultaneous calls have been correctly set for all of the sites.

 

To check and correct customer site settings for the Limit Simultaneous Calls feature, follow these steps:

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the required customer.

3.     On the Edit Customer page toolbar, click the Sites button.

 

Check the customer sites settings

 

4.     In the Site List, click one of the customer site names.

5.     In the Site Info panel, locate the Limit Simultaneous Calls option and review its configuration.

6.     If required, do one of the following:

·      Apply customer settings to the customer site by clicking the Reset link at the top of the Limit Simultaneous Calls section.

·      Enter the required values for the options in the Limit Simultaneous Calls section. 

7.     Click the Save button.

8.     Repeat steps 4–6 for each of the sites.

 

Note the following example: If the maximum number of simultaneous calls for a customer is limited to 5, but the customer has 3 customer sites and customer settings have been applied for each of them, then in total it is possible for 15 calls to be simultaneously established for this customer (5 for each customer site). 

Accounts making calls are assigned to the wrong customer site

You are sure that you have specified the required limit for the customer. Check whether all accounts have been added to the intended customer sites.

 

This can easily be done on the customer self-care interface:

1.     On the customer self-care interface, go to the IP Centrex tab.

2.     In the left panel, select Phone Lines.

3.     For accounts that were making calls at the moment when the number of allowed simultaneous calls was exceeded, check whether they all belong to the same customer site.

 

checksites_cusc

 

If it becomes necessary after checking to change customer site assignments for any accounts, follow these steps:

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the Accounts icon near the required customer’s name.

3.     On the Accounts page, using the search function find and then click the required account. (You can click Show Accounts without specifying any data to see all of the customer’s accounts.)

4.     On the Edit Account page, go to the Account Info tab.

5.     Select the required customer site from the Customer Site list.

 

Select the customer site

 

6.     Click Save.

 

You can also change customer site for the whole batch of accounts at once.

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the Accounts icon near the required customer’s name.

3.     On the Accounts page, select the require batch in the Batch list and click Show Accounts.

4.     In the Batch panel on the left, select the Customer Site check box and select the required customer site from the nearby list.

 

Change customer site for the whole batch of accounts

 

5.     Click Update.

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne, Inc. support team.

 

Sometimes calls are connected, sometimes rejected without any evident pattern or reason.

Possible causes:

1.     Limit Simultaneous Calls option settings force PortaBilling® to reject calls above the allowed number.

Solution:

Check the Billing Engine logs of unsuccessful calls. (For how to check Billing Engine logs, please refer to the BE Log Viewer section of the PortaBilling Help.) Look for records similar to this one listed below (and instead of 5 there might be any number):

 

[4]: Mod(voice): Current number of * calls 5 on the site already reached the limit 5
[3]: Mod(voice): Call rejected by simultaneous calls limitations

 

If such records are found, the calls are being rejected due to a Limit Simultaneous Calls option setting. Note that even if no customer sites are created, there is the virtual default site in the system that includes all the accounts that have not been explicitly assigned to a customer site.

 

1.     Check the Limit Simultaneous Calls settings for the customer and customer sites.

 

For the customer:

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the required customer.

3.     On the Edit Customer page, go to the Service Configuration tab.

4.     In the Services panel, click Voice Calls, and then in the Voice Calls panel, locate the Limit Simultaneous Calls section.

 

Check the Limit Simultaneous Calls settings for the customer

 

5.     Check and if required, change the values for the options in this section.

6.     Click Save.

 

For the customer site:

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the required customer.

3.     On the Edit Customer page toolbar, click the Sites button.

 

Check the Limit Simultaneous Calls settings for the customer sites

 

4.     In the Site List, click one of the customer site names.

5.     In the Site Info panel, locate the Limit Simultaneous Calls section and review the option configurations included with it.

6.     If required, do one of the following:

·      Apply customer settings to the customer site by clicking the Reset link at the top of the Limit Simultaneous Calls section.

·      Enter the required options values in the Limit Simultaneous Calls section. 

7.     Click the Save button.

8.     Repeat steps 4–6 for each of the sites.

 

Note the following example: If the maximum number of simultaneous calls for a customer is limited to 5, but the customer has 3 customer sites and customer settings have been applied for each of them, then in total it is possible for 15 calls to be simultaneously established for this customer (5 for each customer site). 

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne, Inc. support team.

 

User’s service is blocked several times an hour without any obvious reason.

Possible causes:

1.     The user has a dynamic IP address and for some reason, the user’s device reconnects to the internet several times an hour and is consequently assigned a different IP for each reconnect.

2.     User’s Geo-IP Fraud Detection settings don’t allow more than one IP address change per hour.  

Solution:

Check the user’s Geo-IP Fraud Detection settings. 

1.     On the admin interface, on the Main menu page, select Account Info.

2.     On the Account Info page, type the ID of the account in the Account ID field and then click Show Accounts.

3.     Go to the Products tab.

4.     Click the Main Product link.

5.     On the Edit Product page, go to the Service Configuration tab.

6.     In the Services menu, open the Voice Calls section by clicking on the plus sign to the left of the section name, and then click Fraud Detection.

7.     Check whether Geo-IP Fraud Detection is enabled for the accounts that use this product and that there is a non-zero value specified for the Location change allowed every… minutes option.

                            

Check the user’s Geo-IP Fraud Detection settings

 

 

Secondly, check the taskstack log to make sure that IP changes have actually taken place. To do this, log in to the server and execute the following command:

 

less /porta_var/porta-billing-web-1/log/taskstack.log

 

Look for lines similar to the following:

 

[2015-08-22 10:54:08] 12345/fraud_protection_update/-/1234 [info] Account id 18001111111 subscriber_ip: 111.222.33.444 () country: CA level:0 last_used:2015-08-21 23:08:52
[2015-08-22 10:54:08] 12345/fraud_protection_update/-/1234 [info] Account id 18001111111 subscriber_ip: 11.111.33.222 () country: CA level:0 last_used:2015-08-21 23:24:10

 

If anything similar to the suggested clause is found then there are two possibilities for preventing a recurrence of the issue:

·       Modify the user’s roaming profile settings and allow more frequent IP address changes.   

·       Advise the user to obtain a static IP address from the internet provider.

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne, Inc. support team.

 

Receiving party doesn’t see caller’s CLI or caller’s CLI contains strange symbols.

Possible causes:

The user has the Override Identity feature enabled, and there are unwanted symbols in the Identity field.

Solution:

Check whether the user has the Override Identity feature enabled, and if yes, check its settings. 

 

This feature can be configured for the customer or for the account (or for both, but in this case the account settings override the customer settings), so you may need to check the settings for both of these entities.

 

For the account:

1.     On the admin interface, on the Main menu page, select Account Info.

2.     On the Account Info page, type the ID of the account in the Account ID field, click Show Accounts, and then click the required account.

3.     Go to the Service Configuration tab.

4.     Click Outgoing calls in the Voice calls section.

5.     In the Outgoing calls panel, locate the Override Identity section and review the options configuration included with it.

6.     Make sure there are no unwanted symbols in the fields where the required identity has been specified:

 

Check Override Identity for the account

 

7.     If such symbols have been found, delete them.

8.     Click the Save button.

 

For the customer:

1.     On the admin interface, on the Main menu page, select Customers.

2.     On the Customer Management page, click the required customer.

3.     On the Edit Customer page, go to the Service Configuration tab.

4.     In the Services menu, open the Voice Calls node by clicking on the plus sign to the left of the node name, and then click Outgoing Calls.

5.     In the Outgoing calls panel, locate the Override Identity section and review the options configuration included with it.

6.     Make sure there are no unwanted symbols in the fields where the required identity has been specified:

 

Check Override Identity for the customer

 

7.     If such symbols have been found, delete them.

9.     Click the Save button.

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne, Inc. support team.

 

The Call Screening rule was adjusted for an extension number, but the rule does not work.

Description

All calls to the 102 extension number are to be forwarded to voicemail. This adjustment was already made on the Call Screening tab but the calls are not being forwarded.

Possible causes

The required extension number is not listed in the Dialed Number Filter group.

Solution

1.     Check the Call Screening rule.

 

Check the Call Screening rule

 

According to the settings, any caller who calls the destinations specified in the 102 group will be forwarded to voicemail. The rule is correct. Note that 102 is the group’s name, not the extension number.

 

2.     Check if any destinations were added to the 102 group.

 

Check if any destinations were added to the 102 group

 

3.     Add a required destination.

 

Added the 102 destination

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

The tech-prefix is used to distinguish calls that originate from different endpoints, but these calls are not terminated by vendors.

Possible causes

Since the tech-prefix is used for authorization purposes only, it must be cut off before a call is sent to a vendor. A corresponding translation rule that cuts off the tech-prefix is not configured.

Solution

Create a translation rule to cut off the tech prefix before sending a call to a vendor:

 

1.     On the Service Configuration tab of the Account Info page, select Dialing Rules from the Services list.

2.     Create a translation rule that cuts off the tech-prefix for this account:

·       Dialing Rules – Click Override.

·       Click the  Dialing Rules Wizard icon. 

·       In the Dialing Rules Wizard dialog box, type a translation rule name and the tech-prefix that must be cut off.

 

3.     Verify that CLD numbers are correctly translated: 

·       Click the Test translation rule ‘from local format’ button.

·       In the Input field, type a destination number preceded by the tech-prefix.

·       Click the Test button.

·       Make sure the tech-prefix has been cut off.

 

4.     Click   Save & Close.

 

Enable dialing rules

 

Add the prefix

 

The call is charged without applying the discount.

Description

The discount plan is created and assigned, but the call is charged at the full rate.

Possible causes

1.     The volume discount plan is not assigned to the specified account.

2.     The dialed number is not covered by any of the volume discount plan’s destination groups.

Solution

The volume discount plan is not assigned to the account

Make sure that the volume discount plan is applied to the account in one of the following ways:

·       directly to the account

·       directly to the customer

·       to the main product

·       to the add-on product.

The dialed number is not included into the destination group of the volume discount plan

1.     Check which option is chosen in the Destination group lookup type. If Same Destination as Rate is selected, it requires the exact same prefix as the one in the tariff in order to be used for the volume discount definition in the destination group.

For example, if a tariff has a rate for destination 1202, and this rate is used to charge the call, since the volume discount only contains destination 120 the discount will not be applied.

 

Check the discount plan configuration

 

2.     Add the required destination to the destination group that is included in the account’s volume discount plan.

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

A customer or an account has been assigned a subscription but the subscription fee has not been charged.

Possible Causes

1.     The subscription start date has not yet passed.

2.     Subscription charges for the previous billing period were applied, but the current billing period is not yet finished

This only applies to subscriptions charged in advance and subscriptions charged at the end of a billing period.

3.     The subscription is configured to be activated upon the account’s first usage and the account has not yet been used.

4.     The subscription has been configured “do not charge suspended customers” and the customer is suspended.

Solution

The subscription start date has not yet passed

Subscription charges are applied beginning the day after the subscription start date. Make sure that the subscription start date has passed:

1.     On the Edit Customer page, choose the Subscriptions tab.

2.     Check whether the date shown in the Activation Date YYYY-MM-DD column has passed. 

 

The subscription fee has not been charged.

The current billing period is not yet over

1.     Check the subscription’s Billed to date (the date to which subscription charges have already been applied):

·       On the Edit Customer page, choose the Subscription tab.

·       Check the date shown in the Billed to field.

 

The current billing period

 

2.     Check the customer’s billing date:

·       On the Edit Customer page, choose the Life Cycle tab.

·       Check the Current Billing Period and Next Billing Date field (the end date of the customer’s current billing period). Make sure that one billing period has passed after the subscription’s Billed to date.

 

Check the customer’s billing date

The subscription is activated upon the account activation

1.     Verify that the subscription is configured to be activated upon the account’s first usage:

·       On the Edit Subscription Plan page, choose the General Info tab.

·       Make sure that the Subscription Is Activated option is set to Upon the account’s first usage

 

Check the subscription activation

 

2.     Check whether the account has been used

·       On the Account Info page, choose the Life Cycle tab. 

·       Check the First Usage field. If this field is empty it means that the account has not yet been used.

 

Check the account's usage

Suspended customers are not charged for subscriptions

Enable the Charge Suspended Customers option for the subscription:

1.     On the Edit Subscription Plan page, choose the General Info tab.

2.     Select the Charge Suspended Customers check box.

 

Check the charge suspended customers functionality 

 

The customer cannot select payment method and enter credit card for payment.

Possible Causes

1.     The Payment System is not configured or does not have the specific credit card type selected;

2.     The Payment System is not assigned to the currency that the customer is charged in.

Solution

1.     Select the specific credit card types that will be processed by the payment system on this system’s configuration window;

 

The customer cannot select payment method

 

2.     Select the payment system when adding a new currency on the Currencies page.

 

Select the payment system

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

No user with CC Staff ACL

Description

You want to create a CC Staff ACL user, but cannot find CC Staff ACL on the Users page.

Possible causes

A CC Staff ACL user can only be created via the reseller’s self-care interface.

Solution

Go to the reseller’s self-care interface, select the CC Staff menu item and click on it to create a new CC Staff user.

 

WorD9BB

 

Perform new tests to make sure that the issue is fixed. If any unresolved issues remain, please contact the PortaOne support team.

 

Music on hold does not play for SIP TAPI

Description

Music on hold has been enabled for a customer or an account. Nevertheless, the end user does not hear any music while waiting for a callee’s response during a SIP TAPI call.

Possible causes

The SIP TAPI feature supports only default music on hold. If the system configuration is set to play only custom music on hold, then no ringtone is played.

Solution

Configure the default music on hold if custom ringtone is not found.

 

1.     Go to the configuration server web interface.

2.     Clone the current configuration.

·       In the Configuration Tree panel, go to PortaSwitch->ClusterSuite->SIPCluster-> Required SIP Cluster.

·       In the Groups panel, select MUB2bua.

NOTE: If needed, you can change MOH_transfer_mode for a particular SIP environment only. To do this, select the necessary PortaSIP® instance and proceed with the following steps.

3.     Select the MOH_transfer_mode option and choose Custom MOH (if uploaded), otherwise: default MOH. In this mode, the system plays a custom ringtone. If a custom ringtone is not found, the system uses the default ringtone.

 

WorE701

 

4.     Click the Save button and then the Verify button.

5.     Verify the new configuration and click the Check / Apply button.