Avaya Knowledge - APC, CM : Large Number of 'No Dial Tones' (Completion Code 03) on the Soft Dialer for calls to the specific area code

Details

APC 5.1 soft dialer; AES 6.3 ; CM 5.2.1

Large number of "no dial tones" (Completion Code 03) on a job monitor.

Issue occurs only for 10% of the outbound calls to the specific area code when service provider sends Alert with 12 seconds delay.

16:38:53.861 62 0c003a0f <-- SETUP crv 0_1bfa

16:38:53.918 60 0c003a0f ==> CALL_PROC crv 1_1bfa

16:39:05.598 60 0c003a0f ==> ALERT crv 1_1bfa <<!

16:39:09.060 62 0c003a0f <-- DISC crv 0_1bfa

Need to know is it possible to increase maximum ring cycle in the APC side.

CM doc states: Ringing regulation

A call center can allow outbound calls to ring for certain amount of seconds (the ringing regulation varies from country to country), if the calls are not answered by the called party. You can satisfy the regulation by doing the following:
∙ Program the CTI application to use third party make call option and max_ring_cycles fields.

AES doc: max_rings [optional] This parameter designates the number of rings that are allowed before classifying the call as no answer. The minimum number is two, the maximum number is 15, and the default is 10 (if not present).

A typical ringing cycle is six seconds (this is an approximate value).

SOLN135376 Outbound Call Management -- PredictiveDialing (Destination Busy and No Answer)

The application in the adjunct processor requests Third Party Make Calls with the alert_dest_first, service circuit = switch-classified, and max_ring_cycles options set

(that is, switch-classified calls). The first call shown receives busy tone. The second call is not answered within the specified max_ring_cycles time.

Note that the agent is not notified of calls that receive busy or are not answered. The application stores the call outcomes (for example, busy, no answer, SIT tone) for later call

processing.

Problem Clarification

Number of rings can be define in Strategy file for the job.
The time to make ringing will be ( 6 * number rings ) = x + 6 = y seconds.
If number of rings are 5 then total time will be taken equal to = 6 *5 = 30 +6 = 36 seconds.
In Hard Dialer it does control the things but in Soft Dialer , everything is looked by CM, so APC doesn’t have control over anything.
Regarding detection and all.

                Line 246630: 22530 19:44:32.738 62 0c003e0f <-- SETUP      crv 0_7f64
                Line 246677: 22535 19:44:32.796 60 0c003e0f ==> CALL_PROC crv 1_7f64
                Line 249282: 22779 19:44:44.095 60 0c003e0f ==> ALERT      crv 1_7f64 <<!
                Line 252394: 23080 19:44:57.815 60 0c003e0f ==> CONN       crv 1_7f64
                Line 252959: 23138 19:45:00.276 62 0c003e0f <-- CONN_ACK   crv 0_7f64
                Line 290306: 26563 19:46:48.180 60 0c003e0f ==> DISC       crv 1_7f64
                Line 290314: 26564 19:46:48.181 62 0c003e0f <-- REL        crv 0_7f64
                Line 290362: 26569 19:46:48.216 60 0c003e0f ==> REL_COM    crv 1_7f64

New MST collected correctly shows that Alert came after 12sec and call was ok .

Cause

Service Provider's issue. Alert was not coming from Far End.

19:46:44.149 62 0c003e0f <-- SETUP      crv 0_66e3
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 66 e3                   Origination 66e3
            Q.931 Message Type: 05                                      Setup
       <-   SENDING COMPLETE (a1)
       <-   BEARER CAPABILITY 90 90 a3          3.1 kHz audio, 64 kbps, A-law
            | coding standard:                                          CCITT
            | transfer mode:                                     circuit-mode
            | layer 1 indent:                                         layer 1
       <-   CHANNEL IDENT a1 83 81                           B-ch num 1, pref
       <-   PROGRESS IND local pvt netwk |cv pub netwrk serv local usr, ORIGination is non-ISDN
       <-   CALLING PARTY NUMBER ................................. 81427xxxxx
            | type of number:                                        national
            | numbering plan: ISDN/telphny plan E.164/3 |cv ISDN/telphny pln
            | presentation ind:                          presentation allowed
            | screening:                           user provided not screened
       <-   CALLED PARTY NUMBER ................................. 881458xxxxx
            | type of number:                                    unknown type
            | numbering plan: ISDN/telphny plan E.164/3 |cv ISDN/telphny pln

19:46:44.200 60 0c003e0f ==> CALL_PROC crv 1_66e3
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 e6 e3                   Destination 66e3
            Q.931 Message Type: 02                            Call Proceeding
       =>   CHANNEL IDENT a9 83 81                           B-ch num 1, excl

19:46:44.759 60 0c003e0f ==> PROG       crv 1_66e3 ckts clogged !
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 e6 e3                   Destination 66e3
            Q.931 Message Type: 03                                   Progress
       =>   CAUSE transit network:     34. Circuit/ch congestion / SIT-no ckt
       =>   PROGRESS IND 82 88    local pub netwk, in-band info/pattern avail
       =>   PROGRESS IND 82 82       local pub netwk, DESTination is non-ISDN

19:46:44.760 62 0c003e0f <-- DISC       crv 0_66e3 ckts clogged !
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 66 e3                   Origination 66e3
            Q.931 Message Type: 45                                 Disconnect
       <-   CAUSE transit network:     34. Circuit/ch congestion / SIT-no ckt

19:46:44.839 60 0c003e0f ==> REL        crv 1_66e3
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 e6 e3                   Destination 66e3
            Q.931 Message Type: 4d                                    Release

19:46:44.840 62 0c003e0f <-- REL_COM    crv 0_66e3
            D-channel port number:                                   0c003e0f
            Protocol Discriminator: 08                           call control
            Call Reference Value: 02 66 e3                   Origination 66e3
            Q.931 Message Type: 5a                           Release Complet

As MST shows CM is receiving an incoming PROG message stating circuits clogged with cause value 34: No circuit/channel available.

Solution

The customer needs to engage their Service Provider. This issue is a result of congestion within the network of Service Providers between the CM at its geographic location and call recipients in their geographic location. The various Service Provider vendors need to address their capacity issues. See SOLN131804

Resource Unavailable Class Cause Values

Cause 34 [0x22/0xA2] No circuit/channel available / Negative closed user group comparison [1TR6]

The call cannot be completed because there is no appropriate circuit/channel presently available to handle the call request, or that congestion exists within the ISDN network. This cause value has end-to-end significance and should always be passed back through the network to the user.

In 1TR6 this cause value indicates that the packet mode call was rejected because the user is not a member of the remote ends closed user group (CUG0. [A CUG is a feature associated with packet mode calls similar to X.25 connection made over the ISDN D-channel.] Not applicable to a Definity system. Definity does not support packet mode sessions on D-channels.

Definity translations that can affect receiving this cause value from the network are:

The Definity may have B-channels assigned off a T1/E1 into a trunk group that are not available for service from the remote end. Contact the ISDN service provider to find out which B-channels can be used.

The Definity translations that can cause the Definity to generate this cause value are:

If all of the B-channels in a span are busied out or otherwise tied up by switch maintenance but the D-channel is still up an incoming call will be rejected with this cause value because it cannot be negotiated to another span.

The Definity will also generate this cause value in situations where a call is tandeming through the Definity and the trunk group that would be used for the outgoing leg is experiencing an “all trunks busy” condition, or is otherwise unavailable for service or unreachable from the incoming trunk group due to COR, FRL, trunk-to-trunk transfer restrictions, or disconnect supervision restrictions.