Troubleshooting intermittent issues with calls

Symptom

Even though the system is generally working, intermittently calls will not terminate with a successful cause code.

Troubleshooting

Before performing any troubleshooting, install the latest version of the Dialogic Diva System Release and check if the issue still occurs.

If the issue remains after updating the Diva System Release, or if you are already running the latest version, firstly rule out 'normal' call terminations, such as:

1. Remote side busy.

2. Called numbers with missing prefix.

3. Unassigned or invalid numbers, including no called party number.

Once 'normal' call terminations are eliminated, try to find out if there is any pattern to the failures. 

Here are a few possible common factors to consider:

• Is the failure always to or from the same number(s)?

Check that the called device can accept the type of call you are making (for example, make sure the number is not a phone if you are making fax calls).
Check the line quality on the remote side by calling the number with a regular phone.

• Is the failure always on the same type of calls? For example, voice calls are fine but fax calls have problems.

Is your line or the remote line set up to make and receive the type of call you are attempting? For example, is faxing enabled on the line?

• Is the failure always around the same time of day?

Does your telephony provider de-activate the line after some inactivity?

• For fax calls, do retries work?

If they do, then the fault might be temporary and most likely caused by the network.  Contact your line provider.

• Do the failures happen on a specific line but not on others?

Check the cabling, and try swapping cables around between ports to see if the problem remains on the same port or if it follows the line.

 The Call History log, available from the Diva Management Console, can help you find out some of the above information, as it records all calls and their outcome:

Open

If you cannot find any pattern to the problem or if you cannot solve the cause of the problem, start a cyclical Diva trace and leave it to run until the issue occurs again.  

Stop the trace as soon as you can after the issue occurs, view and save the trace log.

Compress the trace log and contact sangoma support, providing details on the time of the fault and if possible, the calling or called number.

Please provide a complete description of the troubleshooting steps you have tried and their results, and what you have been able to determine about the pattern of failures.