PureConnect

Discussion Thread View
Expand all | Collapse all

Call transfer Issue

  • 1.  Call transfer Issue

    Posted 19 days ago

    Hi Guys,

    We are having issues in transferring/forwarding our calls to an external number.

    While doing, we are getting the error message- "We're sorry, your call cannot be completed with the long distance company you have selected. Please dial your code within access code." and if we wait for a few more seconds - "Number you have dialled is not in service, please check your number and try again".

    And it happens only when we transfer our calls to that particular external number. All other external trasnsfers are working fine.

    Direct calls to them are working fine. Only the transferred/forwarded to them calls are failing.


    It's been working well until couple of weeks back.

    External number, service provider all have came back and told us it's not their fault.

    Highly appreciate any help.

    Thanks,
    Renjith


    #Outbound
    #SIP/VolP
    #Telephony

    ------------------------------
    Renjith Rajan
    ------------------------------


  • 2.  RE: Call transfer Issue

    Posted 19 days ago
    also, getting error "phone service is not authorised to place this call error while calling"

    ------------------------------
    Renjith Rajan
    ------------------------------



  • 3.  RE: Call transfer Issue

    GENESYS
    Posted 17 days ago
    I would begin by using "Simulate Call" to see what the Dial Plan is doing to / with the number.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 4.  RE: Call transfer Issue

    Posted 15 days ago
    Thanks Paul. It's using the correct dial plan.

    Is there any way to simulate call transfer or forward? The issue lies when transferrring.

    ------------------------------
    Renjith Rajan
    ------------------------------



  • 5.  RE: Call transfer Issue

    GENESYS
    Posted 14 days ago
    Renjith,

    If you look in Access Control, you will see there are a bunch of settings for Phone Classifications for different uses. I'm not sure which one is / ones are used when transferring or forwarding a call.

    I suggest you verify what the call is being classified as by the DP (Simulate Call) and verify if the affected user(s) have the AC right to use that classification in all sections (to narrow it down).

    It's odd because you seem to be getting different messages.

    My second thought is that you have some customization in place (Handler) that is manipulating the outbound number(s) and / or SIP Headers in some way (possibly adding some kind of authentication or routing info?) and that handler isn't being called when transferring / forwarding. Perhaps it is communicating with settings on your gateway / SIP Proxy / SBC?

    HTH

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 6.  RE: Call transfer Issue

    Posted 14 days ago
    Paul,

    In that case, it would affect all transferred/forwarded calls ryt?

    Here, only calls transferred/forwarded to that particular number is failing. As a workaround, we are forwarding calls to a mobile number which is set to forward calls to that number.

    Could it be an issue at the other end? possibly, something must have changed the way they accept forwarded calls?
    But then again, they can receive forwarded calls from everyone else.

    Thanks,
    Renjith

    ------------------------------
    Renjith Rajan
    ------------------------------



  • 7.  RE: Call transfer Issue

    GENESYS
    Posted 13 days ago
    Renjith,

    Without seeing the system it is impossible to say. It may well be that you have a customization that is only manipulating certain numbers (maybe only some Area Codes?) It is not beyond the realms of possibility that it is targeting a specific number!

    Your comment concerning their end is also a possibility, although I am not aware of any way they would be able to tell.

    You could try doing a packet capture between IC and your edge device (SBC, Gateway or whatever) and examine the SIP headers. Compare manually dialed to forwarded. Compare forwarded for the problematic number with forwarded for another number. Try to figure out what's different about these calls.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 8.  RE: Call transfer Issue

    Posted 13 days ago
    Thanks Paul. Will try a packet capture on our SBC both side (side facing us and side facing service provider) to see if the SBC is manipulating the call.

    ------------------------------
    Renjith Rajan
    ------------------------------