Outbound Telephony Reports and Trouble-Shooting

Polaris provides the following reports to help you trouble-shoot problems. Select Utilities, Reports and Notices, Notices to access these reports:

• Telephony Delivery Failure Report - Lists failed telephone notices with their failure reasons. You can filter this report by date and patron’s branch. It includes the patron’s barcode, patron’s branch, patron’s name and telephone number, the failure reason, and the failure date.
• Telephony Summary Report - Summarizes the number of calls made for each notice with their statuses, including failure reasons, in a specified date range. The report is organized by patron branch.

Important:
Inspect this report regularly. In this report, Unknown connection type indicates that a busy signal was received. A sudden spike in the number of busy signals received may indicate telephony board problems.

Log File

A complete log file is generated when telephone notices are run. It is available on the telephony server at the following default location:

C:\ProgramData\Polaris\[version]\[datalink]\logs\PhoneNotification

The log file is generated in  .csv format to facilitate importing the file into Excel or other tools where entries can be sorted.

The following fields are recorded:

Note:
Each time the service is started, a comment line describes the fields.

Field	Description
Date	YYYY-MM-DD
Time	HH:mm:ss.fff. 24 hour format
Type	EVENTLOG_INFORMATION_TYPE - 4 EVENTLOG_ERROR_TYPE - 1
EventID	EVMSG_DEBUG - 101 EVMSG_GENERAL - 100
State	SERVICE_INITIALIZING = 1 SERVICE_TERMINATING = 2 SERVICE_CMDPROCESSING = 3 LINE_INITIALIZING = 4 LINE_TERMINATING = 5 QUEUEING = 6 PREPARING = 7 CONNECTING = 8 DISCONNECTING = 9 NOTIFYING = 10 POSTING = 11 WAITING = 12
Line #	Dialogic phone line number
Patron ID	Patron ID
Phone Number	Calling phone number
Comment	Details/Message. This field is wrapped with quotes.

Termination Types 

The Polaris Phone Notification Service uses the Dialogic Call Progress Analysis (CPA) feature for identifying signals such as fax detection, dial tone, busy signals, voice, answering machine, and so forth. The Polaris Phone Notification service dials a patron’s phone number and the Dialogic CPA feature analyzes the call. Termination types identified by CPA are reflected in the Phone Notification log as the CPAResult. They include the following codes:

CR_BUSY	7	/* Line busy */
CR_NOANS	8	/* No answer */
CR_NORB	9	/* No ringback */
CR_CNCT	10	/* Call connected */
CR_CEPT	11	/* Operator intercept */
CR_STOPD	12	/* Call analysis stopped */
CR_NODIALTONE	17	/* No dialtone detected */
CR_FAXTONE	18	/* Fax tone detected */
CR_ERROR	0x100	/* Call analysis error */

 

CPAReason provides additional details for CPAResult, and is typically one of the following:

• 0 - No additional details
• 1 - CON_CAD - Cadence Break
• 2 - CON_LPC - Loop Drop
• 3 - CON_PVD - Positive Voice
• 4 - CON_PAMD - Positive Answering Machine

Consecutive Failed Calls

A number of consecutive failed calls may indicate a phone line problem. After five (default) consecutive failed phone calls, the service resets the Dialogic channel.  If a phone call is successful after resetting the channel, the count restarts. However, if after resetting the channel another five consecutive calls fail, the specific phone line is shut down to prevent any further incorrect call statuses. An e-mail message is then sent to the address specified in the PAC profile Email notification: Email address of sender, using the e-mail server specified in the PAC profile Email notification: Server running SMTP service.

Note:
You can change the default setting of five calls using the registry key on the telephony server:
Key: HKEY_LOCAL_MACHINE System\CurrentControlSet\Services\Polaris Phone Notification\Parameters
String Value: FailedCalls