logo
  • Products & Services
    • Communications
    • UCaaS Solutions
    • OneCloud
      • VoIP Phones
      • Video
      • Alert Notifications
      • Fax
      • Contact Center
      • Integrations
    • Microsoft Teams
    • infrastructure
    • Infrastructure Solutions
      • Structured Cabling
      • Overhead Paging
      • Access Control
      • Sound Masking
      • Video Surveillance
      • Cell Boosters
    • Networking
    • Networking Solutions
      • SD-WAN
    • Consulting
    • Telecom Consulting
  • Partners
  • Why TelWare
  • Resources
    • support resources
    • Knowledge Base Library (All)
      • OneCloud Library
      • 3CX Library
    • Training Webinars
    • Brochures
    • Connect With Us
    • Latest Posts
    • Facebook
    • LinkedIn
    • YouTube
    • Events
    • About Telware
    • Careers (We're Hiring!)
    • System Status
    • Customer Reviews
    • Contact Us
  • Get Support Now
  • Customer Portal
  • +1 800.637.3148
    +1 877.407.1249 +44.20.8040.2556
  • get started

Introduce Yourself

Let’s get started building the perfect communications solution for your business.



Rather talk to a real person?

800.637.3148

Join Meeting
Cancel Join Meeting
  • Get Support Now
  • Customer Portal
logo
  • Products & Services
    • OneCloud Overview
      • Phone
      • Video
      • Message
      • SMS Notification System
      • Fax
      • Integrations
      • Contact Center
    • Infrastructure Overview
      • Structured Cabling
      • Overhead Paging
      • Access Control Systems
      • Sound Masking
      • Video Surveillance
      • Cell Boosters
    • Consulting Services
    • Networking
  • Why TelWare
  • Partners
  • Resources
    • Knowledge Base Articles
    • Blog Articles
    • Brochures
    • Careers at TelWare
  • Products & Services
    Communications
    • UCaaS Solutions
    • OneCloud
      • VoIP Phones
      • Video
      • Alert Notifications
      • Fax
      • Contact Center
      • Integrations
    • Microsoft Teams
    infrastructure
    • Infrastructure Solutions
      • Structured Cabling
      • Overhead Paging
      • Access Control
      • Sound Masking
      • Video Surveillance
      • Cell Boosters
    Networking
    • Networking Solutions
      • SD-WAN
    Consulting
    • Telecom Consulting
  • Partners
  • Why TelWare
  • Resources
    support resources
    • Knowledge Base Library (All)
      • OneCloud Library
      • 3CX Library
    • Training Webinars
    • Brochures
    Connect With Us
    • Latest Posts
    • Facebook
    • LinkedIn
    • YouTube
    • Events
    About Telware
    • Careers (We're Hiring!)
    • System Status
    • Customer Reviews
    • Contact Us
  • +1 800.637.3148
    +1 877.407.1249 +44.20.8040.2556
  • get started
SecureFax Announcements

SecureFax Announcements

  • SecureFax: V2.3.0 Release Notes
SecureFax

SecureFax

  • SecureFax – Fax to Email User Guide
  • SecureFax: Logging In
  • SecureFax: Sending a Fax
  • SecureFax: Settings
Phone Guides & Manuals

Phone Guides & Manuals

  • Yealink T53 – User Guide for OneCloud
  • How to Make an International Call – Yealink T42
  • How to Place a Call on any Yealink Phone
  • How to Make an Ad Hoc Conference – Yealink T42
  • How to Transfer Calls – Yealink T42
  • Yealink T42S – User Guide for OneCloud
  • Yealink T52S – User Guide for OneCloud
  • Yealink T54S – User Guide for OneCloud
  • Yealink T58S – User Guide for OneCloud
  • Yealink W73 – User Guide for OneCloud
  • OneCloud: How to Edit Your Programmable Buttons?
  • Yealink T57 – User Guide for OneCloud
  • Yealink T56 – User Guide for OneCloud
  • Yealink Phone Reboot Guide
OneCloud Web Portal

OneCloud Web Portal

  • Accessing the OneCloud Web Portal
  • OneCloud Portal – Basic User Guide
  • OneCloud Portal – Admin Guide
  • OneCloud: How to Update Hours of Operation (Time Frames)
  • OneCloud: Attendant Console
  • OneCloud: How to Reset a User
  • OneCloud: How to Save a Voicemail Locally Using the Portal?
  • OneCloud: How to Change a User’s Name
  • OneCloud: View Cradle to Grave Call Information
  • OneCloud: How Do I Read The Switch Logic Information in a Call Trace?
  • OneCloud: Get A Professionally Recorded Custom Greeting
  • OneCloud: View a Call Transcription
  • OneCloud: How Do I Transfer a Call from the OneCloud Mobile App to Another Phone?
  • OneCloud: Setting Another User Online/Offline to a Queue
  • OneCloud: Reset a User’s Password
  • OneCloud: Understanding Call Transcription and Sentiment Analysis
  • OneCloud: Installing the OneCloud WebPhone on Your Windows Computer
  • OneCloud: Updating Holiday Greetings
  • How Do I Enable International Calls?
  • OneCloud: Manage Queues by User
  • OneCloud: How to Add an Email Address to End Users
  • OneCloud: How to Send Welcome Email to End Users
  • OneCloud: How to Update the Auto-Attendant
OneCloud General

OneCloud General

  • OneCloud: How to Set Voicemail Transcriptions to be delivered via SMS.
  • OneCloud – Analytics Wallboard Guide
  • OneCloud: How to Block a Number
  • OneCloud: How to Barge/Whisper/Listen In?
  • OneCloud: How to Add an Agent to a Call Queue?
  • OneCloud: Wrap Up Time for Call Center Agents
  • Is OneCloud Down?
  • OneCloud: How to Change Your Voicemail Greeting
  • OneCloud: How to Set Up Voicemail to Email?
  • OneCloud: Call Center Reporting – Stats Grid
  • OneCloud: Call Center Reporting – Report Emails
  • OneCloud: Call Center Reporting – Reports
  • OneCloud: Enhanced Reporting
  • OneCloud: How to Change My Voicemail Password
  • OneCloud: Call Parking in WebPhone
  • OneCloud: Contact Center For The Webphone
  • OneCloud: How Can I Make The Introductory Greeting Play Fully Before A Call Is Dispatched To A Call Queue Agent?
  • OneCloud: How to Set up Call Forwarding
  • OneCloud: How to Forward a Voicemail to Another Person
  • OneCloud: Conference Bridge Leader Codes
  • OneCloud: How to Access a Different Extension’s Voicemail
OneCloud CRM Integrators

OneCloud CRM Integrators

  • OneCloud Integrator for Windows – V4.2.1.3063 – Release Notes
  • OneCloud Integrator for Windows: User Guide
  • OneCloud: Chrome CRM Integrator User Guide
  • OneCloud Integrator for Windows: System Requirements
OneCloud Applications & Software

OneCloud Applications & Software

  • What is my Username & Password for the OneCloud Mobile App?
  • OneCloud: Deploying the OneCloud for Salesforce Softphone
  • OneCloud: APIs
  • OneCloud For Salesforce: Edit Fields Displayed For Searched Objects
  • OneCloud For Salesforce: Trigger Flow From Incoming Calls
  • OneCloud: Mobile App
  • OneCloud: iOS App Troubleshooting Guide
OneCloud Announcements

OneCloud Announcements

  • OneCloud (Android) v3.2.0 Release Notes
  • OneCloud (iOS) v3.2.2 Release Notes
  • OneCloud iOS v3.2.0 Release Notes
  • OneCloud for Android v3.1 Release Notes
  • OneCloud v40.2 Release Notes
  • OneCloud: v42.0.0 Release Notes
  • OneCloud Mobile v3.0 Release Notes
  • OneCloud v41 Release Notes
  • OneCloud Mobile Android Release Notes (1/10/2020)
HDMeet General

HDMeet General

  • HDMeet: Addressing Chrome Permissions
  • HDMeet: How to Schedule a Meeting
  • HDMeet: How to Start a Meeting Room
  • HDMeet: Who’s Registered for my Webinar?
  • HDMeet: Can I Flip My Video?
  • HDMeet: How to Use the Webinar Features
  • HDMeet: Sharing Your Desktop
  • HDMeet: How to Enable and Download Transcripts from Meetings or Webinars
  • HDMeet: Installing HDMeet on Your Computer
  • HDMeet: Does HDMeet Offer Dial-in Numbers?
  • HDMeet: Using Breakout Rooms
  • HDMeet: Using a Virtual Background
  • HDMeet: Assigning Another Moderator
  • HDMeet: Changing Your Virtual Background Image
  • HDMeet: How to Enable/Disable Lobby or Passwords
  • HDMeet: How to Edit Your Custom Meeting ID
  • HDMeet for Outlook
  • HDMeet for Gmail User Guide
  • HDMeet: Icons & Settings Defined
HDMeet Announcements

HDMeet Announcements

  • HDMeet V1.1.4 Release Notes
  • HDMeet V1.1.3 Release Notes
  • HDMeet V1.1.2 Release Notes
  • HDMeet V1.1.0 Release Notes
  • HDMeet V1.0.1 Release Notes
  • HDMeet V1.0.0 Release Notes
General Articles

General Articles

  • How To Avoid Your Calls from Being Mislabeled as a Spam
  • Maintaining Compliance with 911 Regulations
  • Converting an Audio File to .wav
  • Avaya: Logging In and Out of an Avaya 9608 Phone
  • Avaya: Which Type of Voicemail Do I Have?
  • Avaya IP Office: Change Your Voicemail Greeting
  • Cookie/Cache Clearing
AlertBlast Announcements

AlertBlast Announcements

  • AlertBlast: V2.1.1 Release Notes
  • AlertBlast: V2.0 Release Notes
  • AlertBlast: V1.0.1 Release Notes
AlertBlast

AlertBlast

  • AlertBlast: User Guide
  • AlertBlast: Setting Up Salesforce Campaigns & Importing Them into OneCloud
  • AlertBlast: Setting Up a Salesforce Integration
  • AlertBlast: Keyword Triggers
3CX Web Portal

3CX Web Portal

  • 3CX: My IP Has Been Blacklisted
  • 3CX: Turning on Voicemail to Email for Users
  • 3CX: How to Update Hours of Operation
  • 3CX: Reset a User’s Password
  • 3CX: Installing the 3CX Live Chat and Talk Plugin for WordPress
  • 3CX: How to Send a Welcome Email
  • 3CX: Call Queues
  • 3CX: How to Enable or Disable Call Recordings
  • 3CX: Live Chat & Talk for Non-WordPress Sites
3CX Web Client

3CX Web Client

  • 3CX: Changing Your Avatar (Profile Picture)
  • 3CX: How to Manage Your Status on the Web Client
  • 3CX: Call History on the Web Client
  • 3CX: Logging on to the Web Client
  • 3CX: The People Tab on the Web Client
  • 3CX: Switchboard on the Web Client
  • 3CX: Listening to Voicemail on the Windows Client
  • 3CX: Making Calls on the Windows Client
  • 3CX: Checking Voicemails on the Web Client
  • 3CX: How to Chat on the Web Client
  • 3CX: How to Transfer a Call with the Web Client
3CX Integrations

3CX Integrations

  • 3CX: Office 365 Integration Overview
3CX General

3CX General

  • 3CX: How to Add an Email Address to End Users
  • 3CX: What are “Softphone Mode” and “CTI Mode”?
  • 3CX: Block a Phone Number
  • 3CX: How to Change the Color Theme
  • 3CX: How to Create a Ring Group
  • 3CX: Ring Group Management (Video)
  • 3CX: Web Client at a Glance (Video)
  • 3CX: How to turn on Intercom
  • 3CX: Managing Your Queue Status (Logging In & Logging Out of the Queue)
  • 3CX: How to Create Extension Groups
  • 3CX: How to Perform a Password Reset
  • 3CX – How To Change Your Voicemail Greeting by Desk Phone
  • 3CX: Video Conferencing Advanced Features
  • 3CX: How to Listen to Voicemails
  • 3CX: How To Set User-Configurable BLF Function Keys
  • 3CX: Managing Hot Keys
  • 3CX: Chatting on the Windows Client
  • 3CX: How to Use the 3CX Windows Client
  • 3CX: Setting Your Presence Status on the Windows Client
  • How To View Call History In The 3CX Mobile Application
  • 3CX: The Chat Feature
  • 3CX: Complete Guide to 3CX Call Reports
3CX Applications & Software

3CX Applications & Software

  • 3CX: Installing the Microsoft Edge Extension
  • How to Obtain Your QR Code – 3CX Android
  • Using the 3CX Android App
  • 3CX: How To Change Your Voicemail Greeting With The Android Mobile App
  • Updating the 3CX App for Android
  • 3CX: How To Change Your Voicemail Greeting With The iOS Mobile App
  • How To View The Status or Call Coworkers On The 3CX Mobile Application
  • How to Get Started With 3CX for iOS
  • How To Change Your Status On The 3CX Mobile Application
  • How To View Chat Messages In The 3CX Mobile Application
  • How to Update 3CX App for iOS
  • Using the 3CX iOS App
  • Installing the 3CX App for iOS
  • 3CX: Installing and Using the 3CX Google Extension
  • Home
  • Library
  • OneCloud Web Portal
  • OneCloud: How Do I Read The Switch Logic Information in a Call Trace?

OneCloud: How Do I Read The Switch Logic Information in a Call Trace?

Table of Contents
  • Definitions
  • Accessing Switch Logic
  • Answering Rules
  • Dial Translations
  • Dial Permissions
  • Call Routing

One of the key troubleshooting tools of OneCloud is the call traces. The call traces are comprised of SIP responses and switch logic. Reviewing the switch logic helps to understand how OneCloud processed a call, allowing for diagnosis of why something went wrong with call processing. The switch logic information comes from OneCloud responder-related information. The switch logic contains what can sometimes be an overwhelming amount of data.

What is important is to focus on the aspects that can be controlled – answering rules, dial translations, dial permissions, and call routing. This article describes how to interpret the switch logic as it relates to these four aspects.

Definitions #

  • Answering Rules – These are call feature rules that are added at the user level
  • Dial Translations – These are dial matching rules that match a destination digit sequence, select a responder application to follow and then translates the source and/or destination digit sequence.
  • Dial Permissions – These are a set of rules that allow or deny calling to specific destinations.
  • Call Routing – These are rules that will send a call using the configured connection(s) based on the source and/or destination of the call.

Accessing Switch Logic #

When reviewing a call trace click on the half looped arrow to display the switch logic information in a frame on the right; as shown below. If you do not see it then scroll down to the bottom of the chart and right-click Frame Mode to open up the viewing frame.

Answering Rules #

Answering Rules information will start with the name of the answering rule type (Simultaneous Ring, Forward Always, etc), so they can be more difficult to find in the trace because the types of Answering Rules that have been configured will vary. A sample answering rule from a call trace is below: Simultaneous Ring (from=<sip:14258675309@192.81.237.20>,to=<1000@acmedomain>, datetime=’2018-10-15 21:43:46′, dow=’1′, Time Frame=’n/a’) for <1000@acmedomain> with Own Devices <1000@acmedomain> to <1000 1000a 1000m 1000w 1000wp>

We will explain this information:

ContentExplanation
Simultaneous RingThis is the type of answering rule being processed
from=The Address of Record (AOR) of the caller
to=<1000@acmedomain>The callee user
datetime='2018-10-15 21:43:46', dow='1'The date, time, and day of the week of this call
Time Frame='n/a'There was a matching time frame, in this case n/a will be the Default time frame. In other cases a * will also be the Default time frame or the actual name of the time frame will be displayed
for <1000@acmedomain>The user which owns the call/time frame
with Own Devices <1000@acmedomain>These are the settings for the simultaneous ring destination; in this case it rings devices owned by user 1000@domain (Own Devices)
to <1000 1000a 1000m 1000w 1000wp>This is the list of all devices owned by user 1000@acmedomain

By understanding the answering rules used you may understand what happened in a specific time of day incident (for example, I expected holiday mode to occur); or at least be informed what happens later in the call processing.

Note: When reviewing the switch logic scroll over past the double colons – you need to see what’s on the right of the double colons, not what’s on the left.

Dial Translations #

Dial translations are a key area for call handling, however, given their power and complexity, this is often a source of errors and/or confusion. It is important to remember that dial translations have three components that must be considered:

1. Matching – which rule was matched on and whether it is the intended rule or not

2. Application – which responder application; that is, function/feature will be used to process the call

3. Translation – how is the call translated

A sample dial translation is shown below:

ApplyDialPlan(0,1024) Last Plan <acmedomain>(from=<sip:6100x@acmedomain>, to=<sip:*208675309@acmedomain>, date=’2019-09-05′,dow=’4′,tod=’14:23′) match <sip:[*]20???????@*> select rule(Test) apps<sip:start@to-connection> translate (<sip:*208675309@acmedomain>) to (sip:14258675309@acmedomain) and (“Tommy” <sip:6100x@acmedomain>;tag=BBB) to ( “Columbia” <sip:5554441212@acmedomain>)

The responder application is called by the translation (To Connection). NOTE: when the App contains nested brackets like apps<<Cloud PBX Features>> this means chain to the Cloud PBX Features table

ContentExplanation
ApplyDialPlan(0,1024) Last Plan This means the call is being processed in the acmedomain table. Note the 0 to the right of the ApplyDialPlan means this is the first table (zero index) which is processing the call. If this call chains to another table the next one will be ApplyDialPlan(1,...
(fromThe Address of Record (AOR) of the caller
to=The Address of Record (AOR) of the callee
date='2019-09-05',dow='4',tod='14:23'The date, day of the week, and time of this call (UTC)
match The matched destination translation information and the description/name of the dial rule (Test)
appsThe application called by the translation (To Connection).
Note when the App contains nested brackets like this <> it means chain to the Cloud PBX Features dial translation
translateThis is the beginning of the translation section
() to (sip:14258675309@acmedomain)The destination (to) translation before and after
and ("Tommy" ;tag=BBB) to ( "Columbia" )The source (from) translation before and after

By understanding dial translations you may discover issues like a call not matching a translation, matching on a different one than expected, or translations making unexpected changes.

Dial Permissions #

Dial Permissions will decide if the user has the right to complete the call. Permissions only look at the destination number given the user’s permissions settings. An example of chained dial permission is shown below.

CheckDialPolicy(0)<International Light> against (sip:14258675309@acmedomain) match <*>(Chain To US and Canada) – chain to <US and Canada>


CheckDialPolicy(1)<US and Canada> against (sip:14258675309@acmedomain) match <*>(Permit All) – (permit)

First Dial Permission Rule:

ContentExplanation
CheckDialPolicy(0)This means the permissions policy is International Light. The 0 next to CheckDialPolicy means this is the first table processing the permissions.
against (sip:14258675309@acmedomain)The destination AOR being assessed for permissions
match <*>(Chain To US and Canada)* is the matching rule which is labelled "Chain to US and Canada"
chain to The action of the rule - chain to US and Canada table

Second Dial Permission Rule:

ContentExplanation
CheckDialPolicy(1)This means the permissions policy is US and Canada. The 1 next to CheckDialPolicy means this is the second table processing the permissions.
against (sip:14258675309@acmedomain)The destination AOR being assessed for permissions
match <*>(Permit All Others)* is the matching rule which is labelled "Permit All Others"
(permit)The action of the rule - permit the call

Call Routing #

Call routing contains two major aspects:

1. Picking a matching routing rule; and

2. Utilizing the connection(s) under that rule to connect to carriers, devices, etc.

Because connections can be either static, registered locally, registered remotely, or pushed (mobile apps) you will see slightly different details depending on each scenario.

LoadRoute (btn=4255551212) – from=<sip:4255551212@acmedomain> to=<sip:14258675309@acmedomain> ToUri=<sip:14258675309@acmedomain> at <core1.netsapiens.com> select <US Domestic Call> (*)(sip:1??????????@*) with 2 fixed connections. LookupRoute to (sip:14258675309@acmedomain) from <sip:4255551212@acmedomain> select (1) Chain(1,2) Route(US Domestic Call) Connection(1):<[*]@sas.netsapiens.com> To <sip:14258675309@sas.netsapiens.com>


LookupRegisteredUA(sip:14258675309@sas.netsapiens.com) – found no match


LookupGateway(sip:14258675309@sas.netsapiens.com) – found <sip:*@sas.netsapiens.com>(demo termination switch) at FQDN <sas.netsapiens.com> translate From-URI from (“Billy” <sip:14255551212@acmedomain>) by ([*]@core1.netsapiens.com) to (“Billy” <sip:14255551212@core1.netsapiens.com>) Connection Lookup:

Still stuck? Email Support for help.

How can we help?

Updated on February 17, 2022
OneCloud: Get A Professionally Recorded Custom GreetingOneCloud: View Cradle to Grave Call Information
Table of Contents
  • Definitions
  • Accessing Switch Logic
  • Answering Rules
  • Dial Translations
  • Dial Permissions
  • Call Routing
footer-logo
  • +1 800.637.3148
  • Contact Us
Products
  • Unified Communications Solutions
  • OneCloud
  • 3CX Cloud Phones
  • Avaya Cloud Phones
  • HDMeet Video Conferencing
  • Microsoft Teams
  • Messaging
  • Alert Notifications
  • VoIP Business Phone System
  • Secure Faxing Solutions
  • Integrations
Services
  • Telecom Consulting
  • Networking
  • SD-WAN Solutions
  • Infrastructure Solutions
  • Structured Cabling
  • Overhead Paging
  • Access Control
  • Cell Boosters
  • Sound Masking
  • Video Surveillance
Resources
  • Knowledge Base
  • OneCloud Knowledge Base
  • OneCloud User Portal
  • 3CX Knowledge Base
  • Brochures
  • Blog & News
  • Download the OneCloud Mobile App
  • Download the HDMeet Mobile App
  • Partner Program
  • Careers (We’re Hiring!)
  • Why Choose TelWare
  • Terms of Service
  • Privacy Policy
  • Acceptable Use Policy
  • Check System Status
Partner Deal Registration
Our sites use cookies and similar technologies ("cookies"). By using our sites, you agree to our use of cookies, as well as to our Privacy Policy and Terms of Use. For more information, read our Privacy Policy.
Accept & Close
AlertBlast registration window

Introduce
Yourself

Let’s get started building the perfect communications solution for your business.



Rather talk to a real person?

800.637.3148