10 Replies Latest reply on Apr 16, 2013 8:21 AM by juad

    Problem dialing certain numbers

    juad New Member

      Hi all,

       

      We have been having trouble dialing out certain numbers since about a month ago...maybe a bit less.  It was first reported at one of our sites, then another followed soon after.  Now all 6 sites are reporting the same issue.  I debugged one of our Netvanta 7100s as I attempted to dial a local cell number (830-555-4768) from Ext 3118 using Voice Verbose.  The message we get is "We're Sorry, Your call cannot be completed at this time.  Please try your call again later.  Thank you."  Attached is the debug file. I appreciate the help.

       

      Thank you,

       

      Message was edited by: matt - removed sensitive information

        • Re: Problem dialing certain numbers
          gouc Employee

          when I look at the trace I see that only "7" ( 555-4768) digits were dialled withtout the leading 830. Could this be a user error where customers are not dialling the entire 10 digits? Additionally, the trace isn't complete as it only shows the call till the "connected" state. It does not go far enough to say how the call ended. It would be great if you could get a trace which captures the call from start to finish and while you are it, do add "debug isdn l2-formatted" in the trace message as well. This will show us what's going on the PRI-ISDN trunk level.

           

          Message was edited by: matt - removed public phone number

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            • Re: Problem dialing certain numbers
              juad New Member

              Hi,  Thanks for the reply.  I was under the impression that since it is a local number 7 digits would be fine.  I'm not too savy when it comes to VOIP.  When our customers dial local calls they have to dial 9 + the 7 digit number.  For long distance calls it is 9 + 1 + the 10 digit number.

               

              It's true; I terminated the trace prematurely.  I will be onsite today and do a complete trace.  Again, thanks for the help.

              • Re: Problem dialing certain numbers
                juad New Member

                Ok.  I tried the same call from a different site that uses the Main site for VOIP.  This time the call is coming from Ext 8315 to the same local cell phone.  Attached are the complete traces.  The first three attempts were unsuccessfull and the 4th attempt was successfull.  I dialed 9 + the 7 digit number as we have always done in the past.  Thanks.

                 

                Message was edited by: matt - edited public phone numbers out of debugs

                  • Re: Problem dialing certain numbers
                    gouc Employee

                    juad - I have run out of ideas here. The trace look same to me. I see no differnce between the three failed traces and the 4th successful one. What I see indentical in all 4 cases  is that the call is setup clearly by the 7100. The far side answers and the call is connected. After about 10-15 seconds of call setup the extension 8315 hangs up the call. I am guessing x8315 hears a message from the PSTN and after that he/she hangs up.

                     

                    At this time I will think that the service provider needs to be contacted and asked about what's going on.

                    OR

                    You can reach out to ADTRAN tech support to get a 2nd opinion. They should be able to determine this quickly cause you have all the logs.

                     

                    Thanks,

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                      • Re: Problem dialing certain numbers
                        Employee

                        juad,

                         

                        Just to make sure I have all the details straight here is what is going on:

                         

                        • multiple remote sites make local 7 digit calls through a main site 7100 with a PRI
                        • most of the time these 7 digit calls fail with the "Your call cannot be completed" message
                        • sometimes these calls go through with nothing different about the call setup process
                        • this used to work consistently and nothing changed with the configurations

                         

                        If any of that information is incorrect please let me know.

                         

                        I did not notice anything different in the debugs either.  Since these are routed through the main site PRI that is where your efforts should be concentrated.  If you can get a phone at that site calling out to a number that fails frequently and recreate the issue with the following debugs enabled I would be happy to review the debug:

                        debug voice verbose

                        debug sip stack messages

                        debug isdn l2-formatted

                         

                        It may be easiest to have your T1 provider trace the call from their side at the same time you do your debugs to hopefully point out where the issue is if that is possible. 

                         

                        Thanks,

                        Matt

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                          • Re: Problem dialing certain numbers
                            juad New Member

                            Thank you gouc and Matt.

                             

                            Matt,

                             

                            • multiple remote sites make local 7 digit calls through a main site 7100 with a PRI

                             

                            site D makes local 7 digit calls through the site A 7100 with a PRI

                            site E makes local 7 digit calls through the site B 7100 with a PRI

                            site F makes local 7 digit calls through the site C 7100 with a PRI

                            All sites have reported the same issue

                             

                            • most of the time these 7 digit calls fail with the "Your call cannot be completed" message

                             

                            yes, many 7 digit calls are failing with the same message; although I also attempted to dial as if it were long distance 9+1+10 digits and the first attempt was sucessfull but later attempts failed with the same message as when dialing the 7 digit number.

                             

                            • sometimes these calls go through with nothing different about the call setup process

                             

                            that is correct

                             

                            • this used to work consistently and nothing changed with the configurations

                             

                            yes, this used to work consistently.  There was a recent change to the configuration of site C.  Our VOIP traffic was being directed to a WAN IP by our provider.  We upgraded our circuits and thus, a new WAN IP was given to us by the provider.  VOIP traffic was then made to go to the new WAN IP .  I do not know if the problem began before or after but no changes were made to site A and B and they are experiencing the same issues.  Sites A and B have different WAN IPs from what site C uses.

                             

                            I will perform another debug based on your recommendations.  Someone suggested to me that perhaps our total number of Concurrent Call Limit has been reached since the issue is affecting all sites.  I do not feel this to be the case but will be opening a ticket for our provider to monitor the total number of call paths and usage.

                            • Re: Problem dialing certain numbers
                              juad New Member


                              Hi,

                              Here is a new debug from a failed called using Voice Verbose, SIP Stack Messages, and ISDN 12 Formatted.

                               

                              Originating Number: Ext 3211

                              Terminating Number 830-555-4768

                              Outcome: Recording: "We're sorry.  Your call cannot be completed at this time.  Please try your call again later.  Thank you."

                               

                              Note:  It has been reported by staff that most if not all of the numbers that cannot be called out are cell phones; although a user reported having experienced the same issue when dialing out to a landline on one occasion.

                               

                              I appreciate the help, thanks.

                               

                              Message was edited by: matt - removed sensitive info from debug attachment

                                • Re: Problem dialing certain numbers
                                  Employee

                                  juad,

                                   

                                  Thanks for supplying the requested debug.  In both instances where the number is dialed we route it out the PRI trunk and everything looks normal.  Typically if there is a problem with the number that was dialed or the call setup we would see some type of ISDN cause code indicating an error, but instead with these calls we see the provider send a normal CONNECT over the PRI:

                                   

                                  11:52:13 ISDN.L2_FMT PRI  1  =====================================================

                                  11:52:13 ISDN.L2_FMT PRI  1  Recd = Sapi:00  C/R:C Tei:00

                                  11:52:13 ISDN.L2_FMT PRI  1         Ctl:INFO     Ns:43   Nr:53

                                  11:52:13 ISDN.L2_FMT PRI  1         Prot:08  CRL:2  CRV:817A

                                  11:52:13 ISDN.L2_FMT PRI  1         M - 07 CONNECT    

                                  11:52:13 ISDN.L2_FMT PRI  1  =====================================================

                                   

                                  At this point the call is up, and the talk path is cut through to them.  They are playing the error message that you hear.

                                   

                                  Have you contacted the provider about this issue yet?  If not I would recommend you open a ticket with them and have them trace the call from their side so they can see where it is going within their network and why it is playing the error message you hear. 

                                   

                                  Thanks,

                                  Matt

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                        • Re: Problem dialing certain numbers
                          juad New Member

                          Thanks for the help.  It does appear to be a problem between our provider and another carrier; the engineer performed a trace of his own and could see that the call was making it through to them but the point of failure has not been discovered yet.  I will keep you all updated on the outcome.

                           

                          Thanks,

                          • Re: Problem dialing certain numbers
                            juad New Member

                            Hi all,

                             

                            So the problem turned out to be with a different carrier; calls were getting handed off to them from our provider so the issue was on their network.  I was told by the engineer that they recreated the trunks on the problem device to correct the issue.  Thank you all for the help.