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Chapter 5
Troubleshooting the Cisco IPVC 3500 Series Gateway
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Why are direct-dial calls not reaching the intended endpoint and why is the IVR not invoked?
The endpoint of the call recipient might not be registered with a gatekeeper or the telephone line is not
working properly.
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There is a mismatch between the number of digits in the dial number that the service provider sends in
DID calls and the number of digits in the corresponding E.164 addresses registered with the gatekeeper.
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When TCS4 is used, why do TCS4 calls not reach the requested terminal?
The TCS4 number might not be registered with the gatekeeper or the gateway is improperly configured.
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Why is the IVR not responding to incoming calls?
Endpoints placing calls to the gateway must support DTMF to use the internal IVR. If the dialing
endpoint does not support Dual Tone Multi-Frequency (DTMF) tones, the IVR forwards the call to the
IVR operator or default extension operator if one is defined (see the
Policies" section on page 3-49
When the volume of the DTMF tones generated by the dialing endpoint is low, the IVR might not
recognize one or more of the tones. If the gateway does not find an endpoint with a phone number
corresponding to the tones dialed, the IVR treats this string as an incorrect number and disconnects the
call.
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Administrator's Guide for Cisco IPVC 3521 BRI Gateway, Cisco IPVC 3526 PRI Gateway, and Cisco IPVC 3540 PRI Gateway
OL-7995-01
Make sure that the endpoint on the LAN that is designated to process incoming calls that require
assistance is registered with the gatekeeper and the gateway.
Make sure that the DID number is associated with an endpoint registered with a gatekeeper and that
the number is included in the registration profile of the endpoint. Incoming calls the gateway
receives for unused BRI or PRI phone numbers are disconnected.
Make sure that the BRI or PRI line is in working order.
Disconnect the BRI or PRI line from the gateway and connect it to a regular PSTN phone. Dial the
number. If the phone does not ring, the DID line is out of order.
Make sure that the service provider is sending the same number of digits in calls as specified for the
DID service.
For example, if the service specifies four significant digits in the number, the service provider must
send four-digit numbers. If the service specifies seven significant digits in the number, the service
provider must sends seven-digit numbers.
Make sure that theTCS4 number is associated with an endpoint in the gatekeeper registration table.
Make sure that the TCS4 option is enabled for the BRI or PRI port. See the
PRI Port Call Policies" section on page 3-49
calls.
Make sure that the parameter that allows the gateway to accept DTMF for incoming calls is enabled.
See the
"Configuring IVR Settings" section on page 3-9
parameter.
Make sure that the dialing terminal supports DTMF tones.
Make sure that the DTMF tones generated are loud enough.
Make sure that the IVR operator number is associated with the endpoint that is registered with the
gatekeeper.
for information about configuring routing for incoming
for more information).
About Problems with Inbound Calls
"Configuring BRI or
"Configuring BRI or PRI Port Call
for information about how to set the IVR
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