Legend T1 not Routing Calls to Auto Attendant

[tekguy125]

Hi Everyone,
I have a customer who has a Legend 6.1 with a standard T1 on a 100D. We asked the provider to send 770 as the DID so we could route the calls to the voice mail calling group and have them answered by the Auto Attendant. Unfortunately, the calls are being answered by the operator's mailbox. The provider claims they have verified that 770 is being sent and I have gone as far as to switch out the processor with Magix R3 and the result is the same. Also, FYI I have the T1 setup as Tie-Toll, in case anyone is wondering.

If anyone can help point us in the right direction to get the lines answered by the Auto Attendant it would be greatly appreciated.

Thank you,
Jesse

 

[dagwoodsystems]

Does the Operator's display say anything like "Cover DID #?" when calls arrive? Do the calls even ring at the console before going to voicemail? I have an idea about what's going on here.

Tim Alberstein

http://www.dagwoodsystems.com

 

[smtmail]

Hi Tim,

I am Jesse's customer with the T1/Auto Attendant problem. Your list of symptoms accurately describes what we are experiencing. Please advise.

Thanks,

Scott

 

[dagwoodsystems]

That message pops up when DID (or DNIS digits in this case) are sent that don't match anything in the current dialplan. The PBX can't route the call, so it sends it to the Operator position instead. Given enough rings, that call will land in the Operator's mailbox since it is set up to do so.

The short answer is that the telco is clearly NOT sending 770 as promised. It could be that incorrect digits are being sent or that the number of digits is wrong. For example, they might be sending 2770 or simply 70. With a straight T1, you don't have the advantage of manipulating the incoming digits as you would with a PRI. So it's up to the carrier to send what you need.

It's back on them, Scott.

Tim Alberstein

http://www.dagwoodsystems.com

 

[tekguy125]

Thanks Tim, I was feeling the same thing, I appreciate the confirmation.

 

[TouchToneTommy]

I've had a lot of CLEC's lately that think they can send "Star-ANI-Star-DNIS" (*+the Caller ID of the incoming call and then * and the 770 or whatever they are supposed to be sending). Then they become amazed when they have "broken" a setup that has been working, and question why the Magix or Legend can accept it.

Bottom line, they are not sending you what they say they are sending you.

 

[smtmail]

After much hair pulling, we discovered that the incoming trunk type on our Tie Lines was not set the same on the system (wink) and at the phone company (immediate).