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3com NBX V3000 Call routing issue

Bamya
Advisor

3com NBX V3000 Call routing issue

i own a 3com NBX V3000 and I have been with the same telco carrier for the past 5 years.  This year I decided to change to AT&T since they offered me a better deal.  Last week was the turn up.  All numbers and DID's were ported so I assumed there would be nothing that I need to change in the phone system/dial plan.  Well apparently I was wrong.  After the port the phones no longer rings with the main # is called.  Instead the auto attendant answers. When calling all other DID's, the calls bypass the auto attendant and ring on the necessary phones.  My question is how do I bypass the attendants when the main phone number is called and have all the phones in the hunt group ring just like all the DID's.   Anyone's assistance is greatly appreciated.  

23 REPLIES
Justin_Goldberg
Valued Contributor

Re: 3com NBX V3000 Call routing issue

Check the pri status and trace the number in the "Called party" when you call in through the dial plan.
bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

What probably happened is that your new telco does not pass the same amount of numbers as the old telco.

So, the old telco may have passed to the NBX 5 numbers, your new telco is passing a different amount. That is why

calls are going to the Auto attendant.

So, find out how many numbers the telco is passing as Nintendo said above.. you can do this by checking PRI status.

Then go to your dialplan, table 2 and change the entry there ...or it might be in a pretranslator...

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

I did an little searching and I believe you are correct about the new telco passing a different amount of numbers from my previous telco.  The question here is how do i know that and how do i fix that.

 

I tried to perform a dial test on one of the PRI channels. I don’t know if I really understand the results but here they are.   

 

When I input 10 digits  here is what I get.  Note that I am replacing the first 6 digits with X’s for privacy reasons.

 

Translation and Routing verification tool

ERROR: Invalid phone number dialed for dial plan table 2

       Digits in XXXXXX2251 digits out XXXXXX2251

 

 

When I input 7 digits here is what I get.

 

Translation and Routing verification tool

ERROR: Less digits (3) are required for table  for dial plan table 2 entry 6

       Digits in XXX2251 digits out XXX2251    

 

When I input just the last 4 digits here is what I get. 

 

Translation and Routing verification tool

 

   Pretranslator: no pretranslator specified for this device

   Translator: Incoming DID and Auto Attendant (2)

      Matching digit pattern: 2251 from entry 8

      Call class: Internal

      Route:       Main Phone Number 2251     (35)

   Routing:

      Digits provided to router: 2251

      Route Entry Matched: RouteId=35 EntryId=1

      Destination Route Entry: RouteId=28 EntryId=1

      Free device is 410 Hunt Group

      Digits to outpulse on terminating device: 2251.

 

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

Attached is the dail plan.  Your assistance is appreciated. 

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

the old telco passed 4 digits, for example, 2251... Need to know how many digits the new telco is passing and what the leading other digits are.. I think it should be 5 digits, not sure what the leading one is.

to find out,

go to PSTN Gateway configuration/PRI span, click on the card, then click on Status..

make a call to xxxxxxxxxx2251, refresh the page and see what number came in

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

Here is what i get.

 

Channel Direction Called party Calling party Extension Completion Cause code

1 From PSTN XXX2251 XXXXXX3660 XXX2251 16 : NORMAL_CLEARING

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

Also, i would like to add that when i call any of the other DID's the call bypassed the auto attendent.  The main number (XXXXXX2251) is the only number that gets intercepted by the auto attendent.  

 

If the old telco is passing 4 digits and the new telco a differnet amout of digits then shouldnt all my DID numbers be affected and go directly to the auto attendent just like the main number.  Just a thought.  

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

yes, I agree with you. .all numbers should be having the issue...

I see in your dialplan that 2251 is the only number that goes to a timed route...

check the timed route and the time on your nbx... When open mode, call should go to hunt group 410.

check and make sure the system is OPEN during the correct hours.. maybe someone did a "forced close" or something like that???

That is the only thing I can figure..

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

I just checked the time on the NBX and it is accurate, the system is in automatic-open and the main number eventually gets routed to 410 after leaving the auto attendant (after timeout or dialing 0 for the operator).  All other DID’s go directly to 410.    

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

So i checked the call party again but this time i tried two calls the first one was to my main number (XXX2251) which the auto attendadn picked up and the second was one of my other DID(XXX1126).  Here is what i got.  I noticed that the extension for the XXX2251 calling party is XXX2251 and the extension for the XXX1126 calling party is the hunt group 410.  Does that tell you anything at all?        

 

Channel Direction Called party Calling party Extension Completion Cause code

1 From PSTN XXX1126 XXXXXX9907 410 16 : NORMAL_CLEARING

1 From PSTN XXX2251 XXXXXX9907 XXX2251 16 : NORMAL_CLEARING

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

no, that is quite strange.

Here is my suggestion

enclosed is a new dialplan where , in table 2, 2251 used to go to the timed route 35, now it is going to route 28, which is hunt group 410.

try inputting this dialplan (remember you will lose dialtone for 30 seconds or so) and see if the calls then go to

the hunt group.

At least this will tell us if it is a timed route issue.

 

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

I was so excited to make the change thinking that this would resolve this issue but unfortunately that dialplan did not work.  Calls remain to be intercepted by the AA  I really appreciate you working with me to try and resolve this strange issue.  Is there a possibilty at all of this being a telco issue?  I cant think of anything else.  

Justin_Goldberg
Valued Contributor

Re: 3com NBX V3000 Call routing issue

Perhaps set it up on a public ip and pm someone here who can look at it (not me, someone who's an expert!). Don't post the ip. I've seen nbx's listed in google with the default passwords!
bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

Actually, the fact that the dialplan did not work helps since it points out that it is not a timed route issue.

Can it be telco issue? only thing I can think of is that the telco is sending us some numbers that the

PRI status is not reporting.

Can you do one more thing?

Connect a console cable to the PRI card (I hope you have one!!).. it connects at 9600-N-1-N,

at the -> prompt, type  cli <return>

then type stklog -iep on

make a call to 2251 and make a call to another extension that works. We can then compare the two

to see what is going on.

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

I thought this posted yesterday before leaving but i guess i forgot to hit the post button.  When i apply any dail plan here are the errrors i recieve.  I will perform what you suggested as soon as i find my console cable and post the results shortly. 

 

 

Route Entry Destination Extension Problem
4 1 *0004 warning: destination extension list contains some invalid extensions
5 1 *0005 warning: destination extension list is empty
8 1 *0008 warning: destination extension list is empty

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

this is what i get when i type stklog -iep on

 

ncp-00:00:00-if0->stklog -iep on
0x496e2f4 (rdcTask):
Please set valid remote device MAC address.

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

hi.

You plugged the console port into the NBX console.

 

Sorry, plug the console cable into the console on your Digital Line card, not the NBX.

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

Here are the results.  See attached file.

 

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

I was hoping to see an extra digit, but this proves that the PRI status is doing what it should be

I would be calling the telco delivering this asking "do we have 4 digit or 7 digit DID if 4, why are you sending XXX2251, if 7, then why are you not sending 7, but padding with XXXXX?

 

This is looking like telco issue, especially since 2251 is your main number.

 

 

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

Forget the XXXXXXX's its making me confused.  Im just going to show the number.

 

Isnt the telco sending 7 digit DID since the number in the status shows 7 digits. (5352251)  If they were sending only 4 then it would be only 2251 correct?  It also looks like they are sending 7 digits for 5351136. 

 

So i should be asking the telco if we have 4 digit DID then why are they sending 7 Digits.  If we have 7 digit DID then why are they sending 7 Digits?  Is that correct.  I just want to make sure because it doesnt sound right to me.  

Bamya
Advisor

Re: 3com NBX V3000 Call routing issue

I just spoke with AT&T.  They confirmed that they are pushing 7 digit DID.  One suggestion they had is for them to change from pushing out 7 digits to 4 digits.  According to them this is something that requires an act of congress at AT&T to make it happen but it is very possible.  I scheduled the change for next week.  I am crossing my fingers in hopes that this will solve my problem.  

 

I will report back as soon as I make the switch.  Thank you for all your help.  Hopefully I wont need any more of it :)

bosoxfan
Trusted Contributor

Re: 3com NBX V3000 Call routing issue

Did you show them the text file where we received XXXX2251? , so not 7 digits, but padded with X'es.

 

there is one more thing you can try.. and if they are passing 7 digits when someone dials 2251, then it will work

What are the 7 digits dialed? (in other words, the xxxx)

 

thanx

Justin_Goldberg
Valued Contributor

Re: 3com NBX V3000 Call routing issue

Was AT&T able to fix it?

 

My guess (I know very little about the CO) is they're probably sending 7 digits in case they run short on available DID ranges, and had to assign you 41xx or 4xxx in two exchanges. There's no shortage that I know of, but perhaps a perceived or forecasted shortage.