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is it the thridy-party call center's issue, or Telco's restriction that drop my call?

Oak Ridge
Level 1
Level 1

I have a  user with ip phone registered to call manager 9.

the user's DN's external mask is a invalid 800 number. When he calls a third-party's call center, he can choose the option 1, then 1, then 2, and at the forth level, he choose option 4 then the call is droped.

We spend a lot of hours on the CUCM traces and gateway debugs, found nothing wrong. DTMF relay is good.

Then after we changed the DN's external mask to a valid phone number, it works:)

So do you think this is the third-party's call center's issue, or just the Telco doesn't like the invalid external mask/ calling id?

1 Reply 1

Deepak Mehta
VIP Alumni
VIP Alumni

Dear Oak,

If the call is being handed off to Call center queue then it is most likely getting blocked at their Call center level.( Migth be blocking 800 numbers to the cc users).

If you can go to option 1 , 2 and 3 with same ANI not option 4 then it explains it is not service provider.

Thanks