Inbound EC500 not converting to Internal Extension

[SouthernKnight]

We recently started moving some of our voice circuits from Verizon to Lumen. All of that itself is going fine. However, since we have moved we have noticed an oddity...

In the past, on the Verizon circuits, if a user with EC500 calls their own DID it would convert the inbound EC500 number to their internal extension. This would then drop them into their voicemail (Avaya Messaging) automatically (prompting for password), so that they could check their messages.

Since converting some of our offices to Lumen though, this is no longer working. The call rings at the extension and then goes onto coverage which then sends the call to voicemail as if they were a regular caller trying to contact them.

EC500 still works fine on outbound calls over Lumen, just as it did over Verizon.

Also, our normal Avaya Messaging pilot number, which is on Windstream (yes, I know...a 3rd circuit vendor), operate fine when someone calls it. In other words, it drops them into their mailbox and asks for their password.

The trace shows what is happening...the number is not being converted from the inbound CallerID to the associated extension for EC500. However, I am at a loss to see what to change. Lumen is sending 10 digits, just as Verizon and Windstream do. Is it perhaps something I am missing in the Configuration-Set?

Any help is greatly appreciated.

 

[ZeroZeroOne]

Sometimes the external number is programmed as 11-digits, which works fine for dialing out. If the provider is sending 10-digits, you will probably have to edit the number and only put 10-digits in the number and the "1" in the Dial Prefix column.



Next is to check the incoming call handling for the new trunk and see if there's anything different there compared to your other trunks.

 

[SouthernKnight]

001,

I have moved that 1 everywhere lol. Put in dial prefix, put it in the phone number, left it off. Sadly same results.

Incoming call handling is the same as it was prior to moving to Lumen. I've also tried a few things there as well, such as in case it was getting 11 digits to strip 1 off, and conversely if it is 10 digits to add 1.