Why is my outgoing calls costed at zero?

[Belinda Frick]

Frequently Asked Questions (FAQ):

Why does my TNG Report have no amounts / values for my outgoing calls?
My custom rates (custom ratebook) is not costing the calls I made?
TNG displays zero costs on my reports. What should be checked to correct this?

To cost a call made, TNG uses the following for calculations:

1. The ratebook selected under Trunk Configuration.
   
2. Area information as configured in General Settings -> Communication Configuration -> Area Information
   
3. The telephone number as displayed in the 'Number' column on the CALL LIST page. Ensure that this is correct. Our format is for a local number is 2721592033 and this is displayed on the CALL LIST and Reports page. In the rawdata/smdr information it will show as 0215924033. The rawdata file is written to the Logs folder in TNG directory (if the 'log raw data' option was enabled). Navigate to
   C:\Program Files\Datatex\tng\logs followed by the date to see rawdata.
   
4. Call direction is OUTGOING - only outgoing answered call records
   (arrow to the left on the CALL LIST page next to the date).
   
5. Duration of call - The PABX sends the amount of time spend on the call to TNG. If no (zero) duration, then there will be no cost. For Example: I made a call to cell number but the call was unanswered.

Test the costing:

First confirm the default ratebook your TNG is set to use. This is displayed on the 'Trunk Line Settings page under 'Trunk Configuration'.
If you have more than one service provider, you need to have the line/trunk linked to the correct ratebook. When you do the test cost calculation note the ratebook name as per Trunk Configuration.

TNG Home page -> Calculate Cost:

1.) Use the number from the call list page, replacing the country code with zero under Calculate Cost. For example: 27215924033 -> 0215924033

2.) Enter the duration,

3.) Select the date and time,

4.) Select the ratebook,

5.) Click on Calculate Cost.

If a cost is displayed here, you can do a re-cost calls.

SEE: How do I re-cost calls?

If no cost, then there is a problem with the rates files:
If using a Custom Ratebook, ensure that it is configured correctly and that the applicable

Re-create the exchange file

Login and do a Calculate Cost.

If you now have a cost, do the re-cost of calls.

Update to the latest version of TNG (provided that your subscription is valid), which will include the
rates files to replace the faulty/corrupt files.
Login and do a Calculate Cost.

If you now have a cost, do the re-cost calls. If you loaded 1.0.7.0 or newer then it would auto re-cost on startup.