Troubleshooting Usage Rating Issues

Summary

This article provides details on how to troubleshoot usage rating issues in a EngageIP UDR system. If you are unfamiliar with UDR Elements in EngageIP and how Rating works see the article: Usage Rating Overview.

Base Configuration for Importing Usage

Before proceeding with troubleshooting usage rating issues, ensure that:

1. The EngageIP Job Service is running on the EngageIP Server

2. Data records (CDR's) are being exported from the switch to the usage import path you defined. This may be something like C:\Program Files\EngageIP\Usage Data, or multiple paths for different switches X:\UsageData\Sansay, X:\UsageData\Broadworks)

3. The UDR Feeds are enabled:

   1. Load the Setup page

   2. Click UDR Feeds

   3. Ensure 'Enabled' is checked for each feed

4. Ensure the feed data source is accurate:

   1. Load the Setup page

   2. Click UDR Feeds

   3. Ensure the Data Source contains the correct source path

Usage Records are not Being Processed

1. Ensure the base configuration is in order (see above)

2. Check for UDR record processing:

   1. Under the Admin owner account click on Reports

   2. Under the Owner Reports heading click on UDR History

   3. Filter the Date field with the current date

   4. Check the number of records returned (in the bottom right), this number should increase every time processing occurs (reload the report to see changes)

If the records are not being processed and the configuration is in order contact LogiSense support for assistance.

Records are Processed but not Rated

1. Check the Event Log to see if Rating has occurred:

   1. Under the Admin owner account load the Reports page

   2. Under the Owner Reports heading click on the Event Log

   3. Filter the Date field with the current date

   4. The Result field should show the files that have been rated, for example
      Done Processing File =D:\UsageData\Sansay\20150501-0247-99999796-100000986.cdr

2. Check for UDR Exceptions:

   1. Under the Admin owner account load the Rating page

   2. Click on the appropriate UDR feed name

   3. If exceptions are present, refer to the Handling Usage Exceptions article