Deleted/Undefined/Unknown partner troubleshooting

If you see Undefined (Deleted or Unknown) partner in Analytics, it means that the system cannot find a suitable SMS channel or SMS POI for EDRs. Since analytics is based on POI ID, once a POI is deleted and EDRs are recalculated, it will affect the carrier’s balance and all processed traffic. The reason why the partner is shown this way is that SMS POI or/and SMS channel were deleted or changed.

We highly recommend NOT TO DELETE SMS POIs and SMS channels and use Active from/Active till fields instead:

It helps to define the period when the POI is active or not active anymore without deleting it.

Deleted partner means that the traffic has passed through a POI, but it was deleted afterwards (the match is based on POI ID). Once EDR rerating is performed, Deleted partner will be changed to Unknown partner.

Unknown/Undefined partner means that it was not possible to match EDR data with the System data - for example, if the POI’s service type was changed (or the client was sent a submit request with a service type other than the one specified in the corresponding POI).

Also, in case of 2-way messaging, traffic also may appear as Undefined. By default, the switch will unconditionally set the incoming deliver_sm service type as MO, the same is done on the client’s side. So, it is required to create 2-way client and vendor SMS POIs with the MO value in the Service type field to have correct billing, otherwise MO messages will not be defined and will appear as undefined in SMS\Analytics.

1. Verify the changes via SMS channel change log (Administration) or SMS POI change log (Administration) report:

Changes are stored in the database for 30 days (by default; the value is defined in the parameter Log store period, days in Administration\System settings\Common). The following log actions can be available:

i - insert: a new entity was created
ui - update/insert: the new value of a modified entity. The action is paired with the "ud" action.
ud - update/delete: the old value of a modified entity
d - delete: an existing entity was removed

2. Restore the entities of their parameters as they were before with the help of the logs. You can create POI with same parameters as previous one and restore channel parameters if they were changed. After that, traffic will be tied to that POI. You can activate POI only for the period where traffic was active in the past, so current traffic won't be affected. Check if the period ('Active from' and 'Active till' fields) in restored SMS POI covers the period for undefined EDRs.

3. Perform EDR rerating in SMS\EDR management\EDR rerating. It is required to select the Include undefined flag in the Products filter for a rerating task and choose the required period: Include undefined checkbox:

Run the task, after that traffic will be tied to the restored POI. Note that changes will be shown after the cubes are recalculated (use SMS Analytical cube status (Administration) report to check the cubes' status).

Note that if traffic went to a Deleted partner, the removed POI ID is still available in EDRs - therefore, a specific product must be selected for EDR rerating (or a task can be launched for all products).

The detailed description of EDR rerating procedure is described in our manual: Article 'EDR rerating'

If you cannot find the reason of Undefined traffic - contact the Alaris technical support team and provide the period for which the Undefined traffic is obtained.

AKBSMS - Alaris Knowledge Base