Inbound Numbers Troubleshooting
Basic Troubleshooting of Inbound Numbers
Inbound numbers in the vast majority of cases are reliable and rarely give problems the fault is generally with the number that it is terminating to or a wider network outage rather than a fault with the specific number.
Ensure that Nimans provides the number
Always ensure that Nimans are currently the provider of the number and that a port is not pending from another provider. This will ensure that the fault is assigned to the correct party as quickly as possible.
Check The Terminating Number Is correct
In the vast majority of cases the problem with inbound number is that the terminating number is not correct. The majority of inbound numbers will terminate to a geographic number so the first thing to check in troubleshooting is to ensure that the number is terminating to the correct number you want to forward the calls to.
Ensure there are no diverts on the terminating number
In cases where inbound callers are being sent to the wrong destination ensure that there are no diverts on the number where the calls are being terminated which can easily be determined by test calling the number. Remember diverts can be placed at both the phone system level and network level of the terminating line.
Check The Terminating Number Is Not Faulty
It is always recommended to make test calls to the terminating number to ensure that this is not the cause of a fault as inbound numbers rarely have the problem and it is the geographic number they are terminating to with the fault.
Collect Examples
If the terminating number is correct and test calls have been made to ensure it is not faulty you have now ruled out that the problem is at this level. To ensure that the fault with the inbound number can submitted to the network examples need to be collected.
All examples should include the following information
Number Dialled From (the line the test calls have been made from this can be the customer if they have collected examples or yours if you have conducted some test calls yourself)
Time of call (ensure the time the calls has been initiated is included the examples assist Nimans and the network in tracing the problems being experienced with the number so they more accurate information is provided the quicker the problem can be diagnosed)
Result (what happens when the call is going through is it cutting off or a busy tone heard how long is the call connecting for, give as much context as possible to ensure the quickest resolution)
In order to raise to the supplier we would need 3 call examples minimum from the past 24 hours.
Outline troubleshooting already conducted
Please ensure when a fault is submitted any troubleshooting already conducted is made clear from the start to prevent any delays with the fault being submitted to the network or provider.
The fields on the ticket for this type of fault already outline any essential troubleshooting.
Failure to conduct the correct initial troubleshooting can result in delays to the fault being resolved.