DID gives busy signal when called from certain external number 1

[joshvazquezw]

BCM50 version 6

We recently switched PRIs to a new provider. Since then we have been having various issues.

A user has a direct phone number. When a particular external client calls it from their office phone, they get a busy signal every time. When they call it from their cell phone, the call works. If I call it from a cell phone or my internal desk phone, it works. The user says that this issue was not occurring before the PRI change. It is unknown whether other external clients are encountering this issue. When the client calls the direct number, I see no activity in BCM Monitor. We just had the client call the main office phone number and they get a busy signal, with no lines showing activity in BCM Monitor. We are still receiving calls on the main number and direct numbers, so other people seem to be not having this issue.

Is there any chance there is a configuration problem in the BCM (seeing as how other callers succeed), or would it be related to the new PRI or the client's phone system? Seems like a big coincidence that this (according to the user) started happening after the switch. The new provider is looking into this, but is there anything specific I can ask them to do? During the PRI switch I was asked to change the PRI protocol on the BCM from DMS100 to NI-2.

Thanks.

 

[cook1082]

I had this on a switch of providers i would look to them. Plus find out what the provider is that can't call and gets busy tone.

 

[joshvazquezw]

I can call that number from every other number (multiple cell phones and land lines) successfully, so it must be either user error or a problem with that person's telco. Still waiting for my provider to give me an update.

 

[joshvazquezw]

Provider reports that the switch shows the incoming call as connected, but I never see it show up in BCM Monitor and the client hears a busy signal. The call doesn't show up in Activity Monitor Basic either. Where do I go from here? I'd like to exhaust other options before involving the client's telco if possible.

Do I have access to the switch through Business Element Manager to see the call, or can only the provider do that?

 

[cook1082]

Is this the only Target DID line this is reported happening to? You can try deleting the target and making it on another unused target line. I would still see who is that callers carrier. Have the caller call another target line in the system.

 

[joshvazquezw]

Is this the only Target DID line this is reported happening to?

We had tried two targets.

This has been resolved. Provider A is our old provider, and Provider B is our new provider. Both clients have Provider A. B contacted A and discovered that there were some old DID routes that were not deleted from the switch when we changed providers. As a result, only clients on Provider A could not reach us because there was no route to the new PRI. The routes have been deleted and now the clients can call our numbers without issues.

Thanks.

 

[joshvazquezw]

Forgot to mention that there was a second client with the same problem, destined to a different DID. Both clients turned out to have the same provider.

And a correction to the above:

Provider reports that the switch shows the incoming call as connected

The provider later said that they did not actually see the call connected.