Failure for an Attendant to Answer a New Call During Another Call

4.3 Troubleshooting Examples

8.3.1 Failure for an Attendant to Answer a New Call During Another Call

Symptom

A new incoming call enters the queue when an attendant is in another call. The attendant holds the current call and answers the new incoming call. The answering fails.

Possible Causes

The multi-call permission has not been granted to the attendant.

Procedure

Step 1 Log in to the BMU as the administrator.

Step 2 Choose UC Account > UC Account List.

Step 3 Select the eSpace account, and click Service configuration.

Step 4 Check whether Multiple Call is selected in the Simple configuration area.

 If no, select Multiple Call and click Save.

 If yes, go to Step 5.

Step 5 Contact Huawei technical support by referring to 1.5 Huawei Technical Support if the fault persists.

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107

9 CDR Faults

About This Chapter

This topic describes causes and troubleshooting methods of the CDR faults.

9.1 Background

9.2 Fault Locating Reference 9.3 Troubleshooting Examples

9.1 Background

The CDR system in eSpace UC solution contains the following components:

 CDR pool

CDRs are stored in the CDR pool in the Unified Gateway.

 CDRServer

The CDRServer periodically obtains CDR files from the CDR pool, parses them, stores them on the local disk, and shares them in FTP mode.

 BMU

The Business Management Unit (BMU) provides CDR statistics and query.

 CDRAgent

Installed on the server of the third-party charging management system, the CDRAgent obtains CDR files from the CDRServer and provides them for the third-party charging management software.

 Third-party charging management system

The third-party charging management system provides the CDR statistics and query, and fee rate setting functions.

Figure 9-1 shows the CDR flowchart.

108 The CDR obtaining function of the BMU and CDRAgent cannot be enabled at the same time.

Figure 9-1 CDR process

CDR

1 The unified gateway sends a request to the CDRServer to create a TCP connection, and sends the original binary CDRs to the CDRServer based on the CDR obtaining request sent by the CDRServer.

2 The CDRServer parses the original CDRs, stores them in a .bill file, and shares the file in FTP mode to the BMU.

3 The BMU sends an FTP request to the CDRServer to download the CDR file.

4 The BMU parses the CDR file and stores it in the database for users to query or collect CDR information.

Third-pa rty charging

1 The unified gateway sends a request to the CDRServer to create a TCP connection, and sends the original binary CDRs to the CDRServer based on the CDR obtaining request sent by the CDRServer.

2 The CDRServer parses the original CDRs, stores them in a .bill file, and shares the file in FTP mode to a third-party charging management system.

3 The CDRAgent sends an FTP request to the CDRServer, downloads the CDR file, and converts the format from *.bill to *.txt.

4 A third-party charging management system uses a third-party interface to obtain the CDR file in the CDRAgent and perform charging management.

109

9.2 Fault Locating Reference

To locate charging faults, check CDRServer, CDRAgent and Unified Gateway information.

 When the third-party charging management system fails to query the latest CDRs, check whether the CDRs have been generated.

 If no CDR has been generated, check whether the CDR generation function on the Unified Gateway is enabled and whether the connection between the Unified Gateway and the CDRServer is proper.

 If the CDRs have been generated, check whether the CDRServer is successfully started and whether the MML, Bill, and FTP processes on the CDRServer are running properly.

 Check whether the CDR file path configured on the FTP server is correct.

 Check whether the FTP server user name and password configured on the CDRAgent are correct.

9.3 Troubleshooting Examples

9.3.1 Failure to Query CDRs on the BMU

Symptom

 On the BMU, other services can be used properly, but CDRs cannot be queried.

 CDRs fail to be queried on the BMU occasionally because of CDR loss.

Possible Causes

 The CDR generation function is not enabled on the Unified Gateway.

 The CDRServer service is not started.

 The MML, FTP, or Bill process on the CDRServer is not started.

 The CDR file path on the FTP server is incorrect.

 The CDR obtaining function is enabled on both the BMU and the CDRAgent.

Procedure

Step 1 Check whether the CDR generation function is enabled on the Unified Gateway.

3. Log in to the Unified Gateway in Config mode.

4. Run the show createbill switch command.

 If the following information is displayed, the CDR generation function is enabled.

Createbill switch is [ ON ]

 If the following information is displayed, the CDR generation function is disabled. In this case, go to Step 1.3.

Createbill switch is [ OFF ]

110 5. Run the config createbill switch on command to enable the CDR generation function.

6. Run the save command to save the configuration.

Step 2 Make several calls, and then check whether the corresponding CDRs are generated in the CDR file path.

 If yes, check whether the CDRs can be queried on the third-party charging management system. If the CDRs fail to be queried, go to Step 3.

 If no, check the connection between the CDRServer and the Unified Gateway by referring to Network Information Analysis.

Step 3 Check whether the CDRServer is started on the host where the CDRServer is installed.

For details, see Verifying the CDRServer.

 If yes, go to Step 4.

 If no, start the CDRServer.

Step 4 Check whether the MML, Bill, and FTP processes on the CDRServer home page are in the Running state.

 If yes, go to Step 5.

 If no, choose System > Start All to start all services.

Step 5 Check whether the CDR file path configured on the FTP server of the CDRServer is correct.

7. Select FTP on the CDRServer home page, and click Display, as shown in Figure 9-2.

111 Figure 9-2 CDRServer home page

The CDRServer FTP page is displayed.

8. Choose Control > FTP Config.

The call record FTP Server Information Setting dialog box is displayed, as shown in Figure 9-3.

112 Figure 9-3 Setting the shared path

9. Check whether the shared path configured is the CDR file path and whether Read and Delete on the right are selected.

 If yes, go to the next step.

 If no, reset the shared path.

Step 6 Check whether the CDRAgent is installed and whether the CDR obtaining function is enabled.

10. Disable the CDR obtaining function of the BMU, make some calls, and check whether the CDRs in the CDR file path are obtained.

To disable the CDR obtaining function of the BMU, proceed as follows: Choose Functions > CDR Settings on the BMU and set Interval to the time, for example, Every day00:00, that is several hours later than the current time to make sure that the BMU does not obtain CDRs during commissioning.

After commissioning, change the value Interval back to the proper value.

 If the CDR file does not exist, the CDRAgent has obtained the CDRs. In this case, go to Step 7.

 If the CDR file exists, the CDRAgent has not obtained the CDRs. In this case, go to Step 8.

Step 7 Determine the CDR management system in use.

 If the BMU is used, uninstall the CDRAgent and enable the CDR obtaining function of the BMU.

 If the third-party charging management system is used, disable the CDR obtaining function of the BMU.

113 Step 8 Contact Huawei technical support by referring to Huawei Technical Support if the fault

persists.

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In document espace UC V100R002C01SPC100 Troubleshooting Guide HUAWEI TECHNOLOGIES CO., LTD. Issue 02 Date (Page 111-118)