Prefix stops outbound 800 calls??? 1

[BigPoppaMo]

Had an issue where the customer could not use the call back feature in visual voice.
Eventually I determined it was because the inbound call was only prefixed with a 9 and a 91 was required for call back.
I changed the Prefix field on the inbound line to 91.

The customer reported that this stopped outbound calls to 800#'s that they were dialing normally through the phone, not using a call back function.

Once the prefix was returned to just a 9, the 800 calls completed normally.

This doesn't make any sense to me. How would the prefix for incoming calls affect outgoing calls that are being directly dialed?

 

[BigPoppaMo]

Is it possible that the IPO is using a number from the users personal directory or centralized directory?

Can anybody explain how this could possible happen?

 

[kholladay]

What is the extension range?

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[AACon]

why not run an SSA or monitor trace and see what is getting dialed and see if it hits a proper ARS for outgoing.

-Austin
ACE: Implement IP Office
Instructor of the stars.
Those that can't do, usually call me.

 

[kholladay]

Now Austin you know damn well that SSA is not a proper diagnostic tool. It is a crutch for those who refuse to learn the proper way to diagnose an issue.

If you want to troubleshoot launch Monitor and select Filters>Trace Options then click clear all. On the Calls tab select targeting and ARS. On the ISDN tab select Layer 3 send and receive then post the results here.

And again I ask what is your extension range. I abhor the use of the prefix on the line, it is messy and breaks more things than it fixes. If your extension plan will allow it you're far better off using my short code method than using the PITA prefix.

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[BigPoppaMo]

The extension range is 203-293.
Currently the only dialing short code is 9N/dial N/use ARS:50.

The problem I have is when a call arrives and the CLID is captured for call back from Voicemail or Directory, the 1 is required for some calls in the same area code.
It's a 10 digit overlay, so some calls require area code and number (10 digit), some require 1+ area code and number (11 digits) digits, and some just the number (7 digits).

I thought it would be simpler to remove the 1 for the 10 digit numbers, but how would changing the prefix from just a 9 to 91 affect normal dialing to 800 numbers?

 

[kholladay]

No way to tell without a trace to see the short code that is selected by the dial pattern.

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Westi]

I think you will need to really get into the shortcodes in the ARS to make this work.
I have around me 5 area codes and some are so big that some exchanges in my own area code are local while others are long distance to make that work I made for some customers entries for all exchanges (there are over 1000) to accommodate them and they can either call it all locally or all LD and the log entries work for them. Hell of a job even with excel

Joe W.

FHandw, ACSS

Google it you damn kids

 

[AACon]

LOL Kyle, but SSA is PRETTY! And you know its a quick and dirty way of finding what people are dialing rather easily. I just cannot sit there and look at the matrix all day through monitor. All I see now is blonde, brunette, redhead...

-Austin
ACE: Implement IP Office
Instructor of the stars.
Those that can't do, usually call me.

 

[hairlessupportmonkey]

SSA will tell you what shortcodes are used if you highlight the active call and press Trace All.

ACSS - SME
General Geek

 

[BigPoppaMo]

Thanks for all the tips.
I'm meeting with the customer tonight.
If I can't figure it out from the monitor trace, I'll post it for some expert review.

I think I may be in the same predicament as Westi ... in need of a whole lot of ARS short codes to manipulate digits and dialing.

:-(