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)

Note that there is a process that the rating service does, and its sequential. Generally the rating service will go through this list, one at a time and keep repeating. There are caps or limits set as well which ensures the rating service doesn’t process exceptions for 3 days straight for example before attempting to import more files:

• Rerating - This occurs when a user or package is canceled, rating will then go and rerate all existing usage for billing purposes

• Exceptions processing - any exceptions left over or built up will be processed again

• File Import / Rating - this is the process that actually imports the usage files and rates them.

• and then back up to Rerating and so on

To see what the rating service is doing, use the ‘Event Log’ on the reports tab, filter it by the ‘Module’ column by typing in ‘Rating’ and hit enter. This will give you an indication of which of the steps above rating is currently executing.

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