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Home > Success Center > VoIP & Network Quality Manager (VNQM) > VNQM - Knowledgebase Articles > Avaya Missing CDR/Call Records

Avaya Missing CDR/Call Records

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Updated June 28th, 2016

Overview

Investigate missing Call Records (CDR) for an Avaya Call Manager

Environment

  • VNQM 4.2 +

Detail

If call quality data is missing please use this article: Missing call metrics from Avaya based calls

 

  1. Verify the Avaya Call Manager is setup per the guide below. 
  2. Verify the Solarwinds Server is open on TCP port 50000 and no other applications are bound to that port.
  3. Use Wireshark to look for traffic from the Avaya Call Manager on TCP port 50000.
  4. If there are records coming in then look in the IPSLABusinessLayer.logs for errors/issues.
    • You can search this for RTCP to see calls matching up or not.
  5. If you find RTCP data without errors check the IP of the data in the text to the VOIPCCMPhones table.
  6. Then see if you can find Call data for that phone in the VOIPCDR or VOIPCDRdetails tables.

 

An important thing to note regarding the CDR data from Avaya in regards to VNQM: VNQM tracks the calls based off the phone ID, not the agent ID. Any calls that are tracked via this method will not be understood by VNQM and are dropped. This is by design and we recommend to contact SolarWinds Support to submit a Feature Request if you would possibly like to see it tracked by agent ID as well.

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