Trace a call to a pstn

Or, in other cases, codec A will receive its own audio back while codec B receives its own audio back. If either side gets a mix of both audio sources, the problem is not a network problem. Calls fail to complete, and the ISDN cause code indicates "no route to destination" or "incompatible bearer cap" we've seen other cause codes as well.

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Distorted, very loud, or very soft, audio in one direction. Calls fail to complete.

Busy, fast busy reorder , silence, or an intercept message, is received. Note that some of these symptoms can be caused by a bad local line, or equipment, so you need to eliminate those causes first. The key to a network problem is not so much the symptoms, but the fact that they have certain additional characteristics that can only be explained by the nature of the network.

UC and beyond

For example, if the problem occurs only when A calls B, but never occurs when B calls A. Don't forget that you must do multiple tests. If you dial from A to B and the call fails, and then try dialing from B to A and it works, you have proved very little.

ISUP call flow

However, if you find that 7 of 15 calls dialing from A to B fail, while 15 out of 15 calls from B to A succeed, then you have a very important clue. Test the line and equipment. If you are using ISDN, you have the ability to dial from one channel to the other. Do so on each end, using a mode that requires both B channels. It's fairly easy to eliminate both the codec and the line. Then do end-to end tests using the same mode used for the local test your codec might have a problem specific to a certain mode.

Also determine if the problem occurs dialing between two lines on the same switch if so, it's not a network problem. Does the problem only occur when dialing in one of the two directions? If so, it's likely to be a network problem. If the problem is occurring only with long distance calls, try some local calls. Or, vice versa. If the problem is limited to only one of these types of calls, you probably have a network problem. If the problem happens only on long distance, try placing the problem calls with several xxx access codes.

If the problem occurs only with a certain carrier contact them, explain the problem, and work with them to solve it see below. Not all carriers can handle CSD calls, so we suggest the following for troubleshooting those calls: , , and If the problem occurs only with in-bound long distance calls from multiple sites , and changing the carrier used at the far end to place the calls makes no difference, then the problem is in the local network at the end with problems receiving calls.

This would be a problem with the path between the Access Tandem and the CO. If the problem occurs only on out-bound long distance calls to multiple sites , and changing the carrier used to place the calls makes no difference, then the problem is in the local network at the end placing the calls. This would be a problem with the path between the CO and the Access Tandem.

If you have followed our advice, you have already eliminated the local line, the equipment, and all sources of problems other than the network. And you have done many test calls, and noted one or all of the following attributes that indicate a network problem:. Probability of the problem occurring varies significantly between incoming versus outgoing calls. Probability of the problem occurring varies significantly between CSD calls versus voice calls. Probability of the problem occurring varies significantly between CSD calls at 56 kbps vs.

Probability of the problem occurring varies significantly depending on the time of day.


Now it's time to contact the phone company local dial tone provider or long distance company. Remember, "Everybody blames the phone company". The old adage that "you will catch more flies with honey than with vinegar" applies here. You will probably need to be quite insistent at some point in the process.

Customer-originated trace dictionary definition | customer-originated trace defined

But, being pleasant, and keeping a good sense of humor, will help keep the Telco interested in solving your problem. If they try to close out the "trouble ticket" before the problem is solved, insist that they do a conference call with the manufacturer or manufacturer's representative before doing so.

Working with long Distance Carriers.

Here your task is reasonably straightforward. Nearly all of their problems are network related, so they won't show as much disbelief in your claims as the local Telcos do. Generally, all you need to tell them is that: "the problem only occurs when I use your network. If I dial with xxxx I don't have this problem" and they will start investigating. You will need to be prepared to place calls until the problem occurs.

If the problem only occurs on inbound calls be sure to have someone standing by elsewhere who can work with you. The process is that the tester sets up a "trace" to capture information about calls from the originating number. They will want you to keep placing calls until the problem occurs.

At that point, the next step is usually to "busy out" the trunk group in question, to prevent calls from using the effected trunks. At that point you should have no additional failures. Make sure to test this based on your previous investigation e. On the other hand, if 12 of 15 calls were failing then you only need to make 4 or 5 successful calls to know the problem is solved.

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Once the problem trunk group is found, they will leave it busied out and fix it later. Working with local dial tone providers. Generally speaking, if you have done your homework, there is no reason for the Telco to dispatch a Tech to your site. In fact, this is likely to slow getting the problem resolved. However, understand that you now probably know more about the telephone network than the person who enters the repair tickets.

Explaining in detail the troubleshooting you have done and even the nature of the problem is likely to be futile. Your best bet is to give a very brief description of the problem, and politely insist that they have this ticket referred to the "trunking group" because it is a "network problem" and to have someone call you back. When they do call you back, be sure to inquire if they are with the trunking group. Then explain to them in detail what the problem is, the testing you have done and the results thereof, and the fact you have been unable to find any explanation other than a network problem.

In some cases, local procedure will insist that a Tech be dispatched. You should make a "friendly" attempt to explain that this wasting their money and your time, but don't make too big an issue of this.

Troubleshooting The Public Switched Telephone Network

Offer coffee or pizza if it's lunch time. Explain that you are sorry that this is probably a waste of their time, as you believe it is a network problem. Offer to show them the air studio s - chances are they'll be interested to see your station s. Be sure to mention all of the stations at your location, as they may be a listener. Make this person your ally and be sure to find out how to get back in touch later.

The goal is for this person to think you are ok, and understand that the problem you are working together to solve is having an effect on the listeners. It is also good to build up a "blue collar" rapport with the Tech. In the meanwhile, pay attention to what the Tech is doing. If the problem really is a network problem, they may be unable to find any "problems with the line" without your assistance. Don't let him or her depart at this point that is one reason you have to stay with the Tech.

Now explain to the Tech how to create the problem and do so. This may mean having the far end call into the Tech's test equipment, or dialing long distance, etc.