Hi Community!

I have an issue with Intermittent outbound interactions to TFNs that are not connecting and taking several dials to connect.

We have an 888 for outgoing calls and our BYOC carrier support team states:

When a call comes into a toll-free number, the owner of the toll-free number is responsible for paying the cost of the call. In a regular calling scenario, when a call is coming in from a non-toll free number to a toll free number, the billing is very easy to determine. However, when there are multiple toll free numbers in the call chain, each party tries to pass off the cost to the other party, and often toll-free providers avoid this hassle by rejecting calls from other toll-free numbers.

I am not convinced that is a valid reason.

After checking the SIP traces, I confirmed it was my carrier canceling the calls after the SIP INVITE.  

Is anyone else experiencing this problem? Most companies require a TFN for outgoing calls to facilitate callbacks from customers.

Does this happen for users of Genesys Cloud trunks?

Thanks in advance!

Mark

Hello Mark,

I don't have any concrete examples that I can point to but if I recall correctly, most carriers operate that way as well. If a TFN calls a TFN, int can be confusing as to which carrier will so some carriers will reject the call.

Hi Community!

I have an issue with Intermittent outbound interactions to TFNs that are not connecting and taking several dials to connect.

We have an 888 for outgoing calls and our BYOC carrier support team states:

When a call comes into a toll-free number, the owner of the toll-free number is responsible for paying the cost of the call. In a regular calling scenario, when a call is coming in from a non-toll free number to a toll free number, the billing is very easy to determine. However, when there are multiple toll free numbers in the call chain, each party tries to pass off the cost to the other party, and often toll-free providers avoid this hassle by rejecting calls from other toll-free numbers.

I am not convinced that is a valid reason.

After checking the SIP traces, I confirmed it was my carrier canceling the calls after the SIP INVITE.  

Is anyone else experiencing this problem? Most companies require a TFN for outgoing calls to facilitate callbacks from customers.

Does this happen for users of Genesys Cloud trunks?

Thanks in advance!

Mark