I am almost 100% positive this is a provider issue, but would like to verify if my thoughts are correct.
They have a Legend R7 V9 using PRI, w/ Intuity Audix and a very strange call flow setup since there are 3 companies using this system.
Calls to xxx-4900 ring to Call Group 204 (which is labled with the company name), which immediately ring to Support Group 780 that has 3 members in it. Usually, the operator would see the call come through for the specific company and know how to answer based on the display. There are 2 other numbers that are associated with this company used as rollover by telco, 9606 and 9061.
If you call the 9606 number directly it displays the correct info on the console and the call flow works. The issue is now that if you call xxx-4900, all the operator sees is Cover DID #?. Of course since this comes across as an unknown DID, it will not follow the calling group flow correctly.
All other incoming numbers on this PRI are working just fine and follow the correct flows.
Is there any way for me to see what telco is sending to the Legend when someone calls the xxx-4900 number? From what I can tell from an old cut sheet the requested DNIS digits on this number were 204. I have a feeling that telco is no longer sending the correct (or any) DNIS digits with this number.
They have a Legend R7 V9 using PRI, w/ Intuity Audix and a very strange call flow setup since there are 3 companies using this system.
Calls to xxx-4900 ring to Call Group 204 (which is labled with the company name), which immediately ring to Support Group 780 that has 3 members in it. Usually, the operator would see the call come through for the specific company and know how to answer based on the display. There are 2 other numbers that are associated with this company used as rollover by telco, 9606 and 9061.
If you call the 9606 number directly it displays the correct info on the console and the call flow works. The issue is now that if you call xxx-4900, all the operator sees is Cover DID #?. Of course since this comes across as an unknown DID, it will not follow the calling group flow correctly.
All other incoming numbers on this PRI are working just fine and follow the correct flows.
Is there any way for me to see what telco is sending to the Legend when someone calls the xxx-4900 number? From what I can tell from an old cut sheet the requested DNIS digits on this number were 204. I have a feeling that telco is no longer sending the correct (or any) DNIS digits with this number.