The number you have dialed is prohibited from your current class of restriction.
A few days ago, I received a call from the IT staff at one of our departments, who had an end user attempting to call some number via ARS, and the call would not be completed. Instead, they heard a message:
“The number you have dialed is prohibited from your current class of restriction. If you need to call this number, please call […]”
I recognized the message immediately - I wrote those words some years prior. My users were actually listening to announcement # 3381 (Restricted Number Dialed Intercept Treatment). You can determine what your Avaya Aura CM users might hear by determining how your system is configured to handle intercepts for that reason:
display system-parameters features Page 18 of 20 FEATURE-RELATED SYSTEM PARAMETERS INTERCEPT TREATMENT PARAMETERS Invalid Number Dialed Intercept Treatment: announcement 3380 Invalid Number Dialed Display: Restricted Number Dialed Intercept Treatment: announcement 3381 Restricted Number Dialed Display: Intercept Treatment On Failed Trunk Transfers? n
The user, of course, didn’t really care what the problem was; they just wanted to make the call. The first step to troubleshoot this problem is to reproduce it while tracing the station involved:
list trace station 7607 Page 1 LIST TRACE time data 10:26:29 TRACE STARTED 01/14/2016 CM Release String cold-03.0.124.0-21754 10:26:40 active station 7607 cid 0x1ec0 10:26:40 G711MU ss:off ps:20 rgn:2 [10.12.72.84]:48294 rgn:2 [10.12.72.17]:14444 10:26:48 dial 91514373 route:PREFIX|FNPA|ARS 10:26:48 denial event 1343: Need higher FRL to route D1=0x8ae2 D2=0x8ae2 10:26:48 dial 91514373 route:PREFIX|FNPA|ARS 10:26:48 route-pattern 20 preference 0 location 2 cid 0x1ec0 10:26:48 ring station 7607 cid 0x1ec0 10:26:48 active announcement 3381 cid 0x1ec0 10:26:48 G729 ss:off ps:20 - Ann IGC created rgn:2 [10.12.72.17]:14512 (PN2) rgn:1 [10.12.0.32]:2054 (GW6) 10:26:48 xoip options: fax:off modem:off tty:off (ann-igc) xoip ip: [10.12.72.17]:14512 10:26:48 xoip options: fax:off modem:off tty:off (ann-igc) xoip ip: [10.12.0.32]:2054 10:26:48 hear audio-group 2 board 006V9 ext 3381 cid 0x1ec0 VOIP data from: [10.12.72.17]:14444 10:26:52 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:3 Avg:0 10:26:52 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0 VOIP data from: [10.12.72.17]:14444 10:27:00 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:3 Avg:0 10:27:00 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0 10:27:04 idle announcement cid 0x1ec0 10:27:21 TRACE COMPLETE station 7607 cid 0x0
FRL (facility restriction level) is a numeric scale; generally speaking, the higher the number, the more protected the resource is (due to expense or security). Users/stations are only permitted to use a specific route when the FRL of that route is equal to or less than the FRL of the station.
You’ll notice the entry “denial event 1343: Need higher FRL to route” in the above trace. We therefore know that the FRL is too low – but what value is it? FRL is assigned to stations by way of COR (class of restriction). Once we determine what COR is applied to a station, we can determine its effective FRL.
display station 7607 Page 1 of 5 STATION Extension: 7607 Lock Messages? n BCC: 0 Type: 9620 Security Code: * TN: 5 Port: S00399 Coverage Path 1: 4 COR: 4 Name: Example User Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Location: Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: 7607 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? y IP Video Softphone? n Short/Prefixed Registration Allowed: default Customizable Labels? y
The above indicates that the station’s COR is 4. Let’s see what CORs we have available:
list cor Page 1 CLASS OF RESTRICTION INFORMATION COR COR Description 0 FRL0 - Internal / 911 1 FRL1 2 FRL2 - Local / Toll-Free 3 FRL3 4 FRL4 - Long Distance 5 FRL5 - Long Dist + Canada 6 FRL6 - International 7 FRL7 - Intl + Sketchy NPAs 8 FRL4 - Faxes 9 FRL4 - Modems 10 FRL4 - Voicemail Ports 11 COR4 + Service Observer at JFS 12 COR4 + Service Observed at JFS 13 Call Center Agents 14 Call Center Supervisor
Beware the description – some COR descriptions make mention of an FRL for convenience, but do not rely on that description – check the actual COR definition:
display cor 4 Page 1 of 23 CLASS OF RESTRICTION COR Number: 4 COR Description: FRL4 - Long Distance FRL: 4 APLT? n Can Be Service Observed? n Calling Party Restriction: none Can Be A Service Observer? n Called Party Restriction: none Time of Day Chart: 1 Forced Entry of Account Codes? n Priority Queuing? n Direct Agent Calling? n Restriction Override: none Facility Access Trunk Test? n Restricted Call List? n Can Change Coverage? n Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? n Send ANI for MFE? n Add/Remove Agent Skills? n MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n Can Be Picked Up By Directed Call Pickup? n Can Use Directed Call Pickup? n Group Controlled Restriction: inactive
In this case, we’ve determined that COR 4 is assigned to FRL 4. To determine which FRL we need, to look back at the station trace, and see “10:26:48 route-pattern 20 preference 0 location 2”. Determine what FRL is required by displaying that route-pattern:
display route-pattern 20 Page 1 of 3 Pattern Number: 20 Pattern Name: CRTH Canada SCCAN? n Secure SIP? n Grp FRL NPA Pfx Hop Toll No. Inserted DCS/ IXC No Mrk Lmt List Del Digits QSIG Dgts Intw 1: 1 5 200 1 n user 2: 2 5 200 1 n user 3: 21 5 200 1 n user 4: 5 5 200 1 n user 5: 6 5 200 1 n user 6: 17 5 200 1 n user BCC VALUE TSC CA-TSC ITC BCIE Service/Feature PARM No. Numbering LAR 0 1 2 M 4 W Request Dgts Format Subaddress 1: y y y y y n n rest none 2: y y y y y n n rest none 3: y y y y y n n rest none 4: y y y y y n n rest none 5: y y y y y n n rest none 6: y y y y y n n rest none
In this case, we see that the route has at least 6 possible trunks (I obviously only copied page 1), and that they’re all set to require minimum FRL 5. Let’s double-check that COR 5 is set to FRL 5:
display cor 5 Page 1 of 23 CLASS OF RESTRICTION COR Number: 5 COR Description: FRL5 - Long Dist + Canada FRL: 5 APLT? n Can Be Service Observed? n Calling Party Restriction: outward Can Be A Service Observer? n Called Party Restriction: none Time of Day Chart: 1 Forced Entry of Account Codes? n Priority Queuing? n Direct Agent Calling? n Restriction Override: none Facility Access Trunk Test? n Restricted Call List? n Can Change Coverage? n Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? n Send ANI for MFE? n Add/Remove Agent Skills? n MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n Can Be Picked Up By Directed Call Pickup? n Can Use Directed Call Pickup? n Group Controlled Restriction: inactive
Since it is, I’m able to resolve this ticket by simply changing the relevant station to COR 5. If COR 5 was not FRL 5, I’d have to find the most correct COR of at least FRL 5; whomever designed your CORs should be able to tell you what the intent was behind its design.
As a final note, be careful when changing CORs / FRLs – user permissions can change quite drastically, and some of them change the way features work (specifically if the setting you change grants the station “console” power, which should never be done without careful consideration). Ensure that your users have a valid business reason for needing a different COR (or higher FRL) before granting it to them. If it’s something that they only need for a single call, and don’t anticipate needing to call that number (or any other that would involve the same FRL), then consider just changing their permission temporarily.