Misrouted Calls in Symposium that originate at Independent telco.

[dett183]

I've discovered a misrouting issue when calls originate from an Independent Telco, Road Runner or Vonage subscribers. I use DNIS routing, when there are no agents logged into the queue the routing sends the calls to a Nextel Phone. However, calls that originate from the above mentioned sources are misrouted and get delivered to the incorrect group of agents. It acts as if the system is not recognizing the incoming digits when the calls originate from these area. PBX is 81C, Rls 3.0 and symposium is 4.2.

Any assistance is appreciated.

 

[jgideon]

Are you using DNIS with ANI or CPN? It's possible that the ANI for 'non-standard' calls doesn't match the CPN (billing trunk for the carrier in question as ANI and CPN of the actual caller), but then I'd expect you to see issues with calls from wireless (cellualar/pcs) phones too. I've had problems with some carriers delivering CPN as ANI and vice versa as well

 

[johnpoole]

i've had the same trouble with vonage, all my dn's are did so i route on 4 digits, if cdn 5000, but calls from vonage was not following the script, i tested with call pilot, same problem, add 434 5000 as a dn, and it worked.. that was a surprise because i have a dn 4345 (number conflict). still haven't tested that in the secondary script as if dn 434 will work..

here's the rub, i get the 4 digits because the 81 only sees 4 digits, but with vonage, my mail and symposium see's all 7.



john poole
bellsouth business
columbia,sc

 

[dett183]

jgideon,
I use DNIS 4 digit for my routing and expect to see that from the carrier. Are you saying that CPN is a trunk billing number? I have had no problems from Wireless phones.

 

[jgideon]

ANI is a billing number (and is usually provided by the originating Telco), and CPN (calling party number) is usually the 'caller ID' number. Some 'older' systems are capable of sending ANI, but not of sending CPN (i've seen this on some rural DMS-10 switches, and certain Alcatel switches.) So, there are really 'two' numbers that get sent with the call. For a residential or POTS customer, ANI and CPN are almost always the same. But for wireless or large business callers, the ANI is often the 'trunk billing number' and the CPN would be the users's DID number.

I suspect you're getting both DNIS and ANI (or some version of it). My 'plain T1' trunks are configured for *ani*DNIS*, so I got *2155551212*2100* from my carrier, and my equipment looks for the * between the groups. It uses the ANI as billing reference, and the DNIS (2100 above) as the 'routing' number/extension. When we switched carriers, the 'new' one was giving me the CPN instead of the ANI. Most of the time CPN is more 'useful', but it's a little less reliable as it is not always 'verified' by the carriers in between, but sometimes they are. I've seen calls were I get a 4 digit CPN or a 7 digit CPN, when I should always be getting 10 digits. (An ANI is always 10 digits, but the CPN can vary based on local customs.)

Does that help?

 

[dett183]

I was able to get this to work by changing a setting on the outgoing route in LD 16 dsel, removed vce and added VOD and call would follow the routing to the Nextel phone. Thanks for your help.

 

[johnpoole]

never have understood that promt, i do know that it's the 1st thing i change when i have a "soft" problem.. on the next trouble vce may fix a simular problem.. with certain provides it add'a a 0 to denote a voice call as the 1st digit..

john poole
bellsouth business
columbia,sc