btrain2871

I have a user with a DID that says people have tried reaching him and aren't able to get through to him. There's nobody else in that range of numbers that has a problem and when I call from the outside I reach him fine. Is this a carrier issue on my end or is it the calling parties issue?? How can I call a carrier about 1 DID on a PRI that is up and running?

martinyoung

If you can call the number then the issue is not at your end.

What happens when these callers can't get through? Busy signal? Reorder? CO recording saying not in service, or something else? Is it every call or some calls, or just one caller? Where are they calling from? What is the number they are calling from? Is it a new exchange?

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

btrain2871

I can get through fine from an outside line. Says it just started yesterday randomly. the originating calls are all from the NYC area where we are and no, it's an exchange that's been here for a while. My PRI's are fine and no other caller in that DID range has this problem.

martinyoung

What happens to the call when it doesn't go through? Busy, reorder, CO recording, goes straight to voice mail, etc.?

__________________
Marty
Retired Avaya DSIC tech

btrain2871

the caller gets a busy

martinyoung

If the caller tries again, he gets through? To the same number? And these calls are from more than one caller?

I have never heard of a problem with one DID out of a block of DIDs when they are digital. Possible I suppose but unlikely.

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

btrain2871

would you say it's more a carrier handoff issue in the area and most probably there are tickets opened on it already and will get resolved on it's own?? am I supposed to call my carrier ?? I have a feeling nothing will come of it meaning because the circuit is up fine and there are #'s directly before and after that DID that work fine.

martinyoung

The problem you will encounter is a lot of finger pointing. With one number out of an entire block failing at times, your vendor will say it is not their problem. If no one else is experiencing the problem and some calls actually do go through, it will be very hard to prove to them it is their problem. They will tell you it is user error by that one person which is not out of the realm of possibility.

To make it a vendor issue you will need to be able to duplicate it on demand. Just to eliminate any possibility of it being a PBX issue, swap the port with another phone not having a problem and swap the phone too. Can you change his phone number? That will get rid of all physical possibilities in the PBX.

If he continues to have the same problem with his new number, phone, and port then I would look into user error.

__________________
Marty
Retired Avaya DSIC tech

technician101

Just a thought, is this an analog or digital station. Is there more than one call appearance and or a cover path for this phone? Is the phone in a standard COR or have you checked it?

Do you have a UDP table and have you checked it.

Back to the basics.....

btrain2871

the phones are setup correctly. This started happening recently from what it seems only calls coming from within the NYC area. more users in that block have complained today.

martinyoung

So now more people are experiencing the problem? And it is only happening with calls from one exchange?

If you were having a problem within your PBX with a block of DID's this would affect calls from everywhere, not one exchange. And having several people having difficulties pretty much eliminates user error as the source.

Sounds even more like a CO problem. If this is happening to you, it will also be happening to other people. Report it to your vendor, they may blow you off telling you that nothing is wrong. But if enough folks complain, they will eventually look into it.

__________________
Marty
Retired Avaya DSIC tech

btrain2871

more users complaining and the calls are from the NYC area (212) but with different exchanges and not all calls. Reported the call to Verizon and it's a non escalatable ticket as it's not a test/out of service ticket

btrain2871

What a disaster. We were finally able to give Verizon a bunch of #'s that weren't able to reach us and even was able to conference them in from one of them to let them hear the error message (due to facility issues, your call cannot be completed as dialed). So we went from some complaints of busy signal to this and now they have people in various CO's trying to pinpoint where the break is. We were able to get the Telecom guy of one of the other ends to open up a ticket as well for Verizon to be able to track it.

At the same time I have a request into AT&T to port my 1000 DID's from Verizon over to AT&T as I have 7 T1's with AT&T that are split into 2 seperate entry points into my building and 2 PRI's that connect from 1 CO to another. The Verizon service we have is just 2 PRI's that have no redundancy.