One user unable to dial externally 1

[GA_07]

Hi all,

I have a strange one here.

I've got one user who logs in with an Agent ID and is now seemingly unable to dial out to external numbers. When an attempt is made to call an outside line for example 9074, it drops after they digits and gives us the following:

Denial Event 1796: Caller TOLL restricted
Denial Event 1751: No AAR/ARS route pattern defined

Thing is, another agent in the same location can dial out being on the same COR.

I tried to change the affected agents COR to an unbarred one but we still get the above 2 events. I've also noticed that if I change the tenant to say 10 for example and dial out it reverts to 1?

I've looked at the route patterns, the toll analysis for the location, the FRL's, the CORs, the time of day charts and the PGN and I'm not sure going by the amount of time I've spent on it I'm overlooking some simple fix which is why I'm posting here.

I understand the information above might not be great but I just wanted to gauge some ideas to see if there is anything else I can do. If you can help and need anymore information, let me know!

Thanks so much.

 

[learningSkype]

Not sure how an outside line could be 9074 since 9 is for outside calls, which makes 9074 what???

Anyway, to your question:

Try some basic troubleshooting, such as, can the user dial from the phone w/out using the Agent ID?
Second, if that extension can make internal calls, external calls and receive DID calls, you know it's the agent ID.
Once you know the phone works fine, have the user log in w/their Agent ID and then test again, first internal calls, then external calls.
These steps should point you in the right direction.

Good luck.

 

[ddog6601]

Is there a station lock on the phone? I use the staion lock on my desk phone so at night no one can place outside calls on my phone.
If you log in with another agent id on that same phone do you have the same issue?

 

[montyzummer]

sounds like the agents cor set to toll restricted , start there also check aar ars digit conversion first then analysis bet you find what the issue is fist for the location if one is defined for the phone then the all table.


iS IT AN IP SOFTPHONE ?

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[GA_07]

Thanks everyone for all of your help with this.

Turns out they had upgraded the system and there were some entries missing from the toll table (There was more than one affected agent in the end, but it's sorted now).

Gav