Allow 1800 call forwarding from AA menu item input

[vftech]

We have a business requirement to have a AA menu input item dial a 1800 number to reach a service provider that we use for reporting an absence from work.

I have researched how blocking works for 1800 numbers and have examined the partitions, route list, route patterns, and Call Search Space (CSS).

I am testing with a CTI Route Point that is associated with a Directory Number (DN) that forwards to the 1800 phone number. When DN is dialed I get the message "We're sorry because of technical difficulties we are not able to route your call".

ROUTE PATTERN CONFIGURATION

9.1800XXXXXXX is associated with PT-NA-OFFNET with no Route Filter, no Transformations, no ISDN.

CTI ROUTE POINT CONFIGURATION

The route point device is associated with the DN and is configured in the UNRESTRICTED CSS.

DN CONFIGURATION

The in the Directory Number Information section, the DN has Route Partition "PT-NA-OFFNET" set which excludes all CSS that would block 1800 dialing. 

The Forward All is set as 91800.. in the UNRESTRICTED CSS.

I am not seeing any other Class of Control settings that would interfere with dial 1800 numbers.

Any clues to where I have gone off track are appreciated. First time configuring anything routing related so thanks for your patience in advance.

[vftech]

...also, no Forced Authorization Code configuration.

[TechLvr]

Did you run any debugs on your gateway to see if your forwarded calls make it there, and from there to the carrier?

I believe the message "We're sorry because of technical difficulties we are not able to route your call" comes from your carrier.

Now, the carrier may reject the call because the caller ID on the forwarded call is an external number instead of a known DID on your trunk.

Please follow steps below and test again.
Create a test route pattern for your specific 1800 number. On this route pattern, mask the calling number with one of your known DIDs, let's say your main number. Test the call forwarding again. 

If this works, the final solution depends on whether you have a SIP trunk or a PRI trunk on your carrier side. If you have a SIP trunk, then you can use sip profiles to modify your diversion headers on forwarded calls. If you have a PRI Trunk, then you need to ask the carrier to allow offnet to offnet call forwarding. 

[vftech · Accepted solution]

Will have to learn how to do debugs soon. Tried downloading software for it unsuccessfully.

This is very helpful. I will try the suggested solution and re-post result.

[TechLvr]

You marked your own answer as the solution but you did not explain what you did to fix the issue .

[vftech]

Apologies. With PRI it appears I need to call the phone service provider as the solution you suggested. Masking did not work. Unless you have some automation to warm transfer a call instead of forwarding offnet to offnet.