Carrier is seeing preceding '9' on some calls which are failing

[phonesaz]

I have an IP Office, R8.0.xx, that is failing on some outbound calls. Two calls to the carrier help desk failed, and the third went through. They were able to trace these and this is the response I got to my ticket:

I am following up on the outbound calling issue reported earlier. I currently see your trunk group registered with our SBC. I do not see any bounces in registration. I was able to locate a call example to 8003471991, from 623xxxxxxx at 1:41pm EST on 3/6. I see that call dialed as 918003471991, that calling pattern will cause calls to fail. Please ensure calls are being dialed without the +9. I did see another call including the same lines at 1:55pm, that call was dialed as 18003471991 and had a duration of over 13 minutes. At this time we are not seeing any issues with the WS network. Please let us know if you have additional call examples for us to investigate. Reply-all to ensure accurate delivery of responses.

I am not sure what my next step should be trouble shooting this. Any suggestions appreciated. Thank you.

 

[Pepp77]

Tell users not to dial 9

Or

Check the programming for outdialling and find the rule either adding the 9 or not removing it

| ACSS SME |

 

[Manie3]

Is there any routes in your Shortcodes or ARS that are adding the 9 to the dial section i,e 9n dial 9n?

Looks like the network carrier is receiving the 9 and trying to proceed with the call as if it was 91800347199 however because there is an additional 1 at the end it is failing.

Let me know if you manage to find anything.

Thank you

ACSS (Manieee on a new account)

 

[Manie3]

Tell users not to dial 9

in the USA you need to dial 9. Remember! The hassle it caused without it

ACSS (Manieee on a new account)

 

[Pepp77]

You don't need to dial a 9 - hence Hausfeld not doing so!!

| ACSS SME |

 

[Manie3]

You don't officially need to however the hassle it saves on programming it's a useful asset in the USA.

ACSS (Manieee on a new account)

 

[Pepp77]

Either way the only ways a provider will receive a 9 is if the IPO sends it, so either

9N dial 9N shortcode is in place

No 9N shortcode is in place and users are dialling a 9 and it is matching ?

| ACSS SME |

 

[phonesaz]

85% of their calls go out using dial 9. They are a national company and a national network and aren't going to stop dialing 9. Nor should they have to

 

[Pepp77]

Then you need to check the system programming to find out why on some calls the 9 is not being removed by the shortcode/ARS.

| ACSS SME |

 

[phonesaz]

This system has been in place for 4 years with no issues. The issues started when they began the process of upgrading their Windstream service (they have new Adtran/router in place put haven't done the conversion yet) so I can't let go of the fact that something is weird on the carrier side. I am going back out there today to look at calls through monitor; was just hoping someone had seen something similar.

 

[Manie3]

Does anyone else have access to the phone system? is there a chance anyone has made a change to the system without your knowledge. From previous experience with windstream ADTRAN routers they are fairly basic setup all they can specify on them is the number of digits being sent to the PBX not the other way round.

ACSS

Just another day in the life of ME

 

[phonesaz]

They didn't even have Manager installed until I did it yesterday, but they may have a corporate person since it is plugged into their switch. We are asking that question.

 

[Manie3]

Have a look on SSA control unit audit you will be able to see if people have been making changes.



ACSS

Just another day in the life of ME

 

[Westi]

Reboot?
I know sounds like a very basic thing but was it done

Joe W.

FHandw, just expired ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[IPGuru]

Use system monitor
once you have captured a failing call you should be able to see if the IPO actual dialled the 9 or not & the shortcode that triggered it if it did.

if the IPO is not dialling the 9 then the problem is with the windstream device or the carrier.

My money is on the windstream because it is the item that has changed.


Do things on the cheap & it will cost you dear

 

[phonesaz]

Windstream magically fixed it BTW