Cisco CM Extension Mobility user unable to dial specific 866 number

[kb9ulk]

I currently have users that periodically login to extension mobility, at which point they can no longer call Kenosha's Social Security office at 91:866:334:4997. But when the user logs out of Extension mobility they are then able to call the Social Security office from their phone at their desk and also the phone they just logged out of. I tested extension mobility myself within the location they are loging into Extension Mobility and I am unable to call the S.S. office also but when I return to my office I can, I also tested using extension mobility from a co-workers phone and I can then successfully call the S.S. office. This is the only 866 number that cannot be called and Cisco is lost with this issue. And here is the real confusing part, I have identified one user that this does not affect.

Any suggestions would be highly appreciated.

Regards,
Jeff Magno

 

[trvlr1]

Make sure calling search space is set the same on both options, then do "stare and compare" on all other options.

 

[kb9ulk]

Thanks for the post trvlr1. Calling search space is something we have checked and it does not changed the outcome for us when we make changes to it.

Thanks again,
Regards,
Jeff

 

[MitelInMyBlood]

Maybe a stupid question here, but can the user dial any *other* tollfree number in the "866" NPA when logged in to EM?


Original MUG/NAMU Charter Member

 

[kb9ulk]

Hello MitelInMyBlood, Yes they can call other 866 numbers, so far we have not found another 866 number that they cannot dial.
Thanks for the response,
~Jeff

 

[whykap]

So could it be an issue with the far end (800 number itself) and not with EM?
Have you debugged the gateway to see if the call is attempting to go out? What message is the caller getting when the call fails?

 

[trvlr1]

We have seen similar issues with carriers ... though with regular numbers not toll free. You might want to check with the carrier to see if they are seeing the calls leaving the building and routing correctly. Just a long shot, but if the toll free is sending it to a DID number, you might be in the same scenario. We were told we were not sending the correct information out of our system, yet we could call the building next door! After they checked and found nothing wrong it mysteriously fixed itself.

 

[kb9ulk]

So I did some more trouble shooting and I have been able to determine it is only one IDF that is experiencing the issue. I tested this by plugging a phone into our MDF and it works then moved the phone without changing it's config to the IDF that the problem users are connected to and then the working phone stops working, I also brought the phone back to my office which is a different building and it works here. Like I stated before you can successfully call the S.S. Office prior to logging into Extension Mobility. Also I am pretty sure that the one user I thought could dial actually can not. I think she was dialing the number before the Extension Mobility reconfigured the phone. Could it possibly be a switch config issue?

Thanks again for all the help!
Jeff