888 VoIP number calling a 800 phone number

[gwmyers]

We have a customer who has a VoIP 888 number
They are calling our 800 number
Our incoming 800 number is routed by DNIS
The calls are not routing to the proper local number.
Any ideas?

 

[GHTROUT]

You cannot originate a call from a toll free number. Whose calls are not routing? Your incoming, or their outgoing.


~~
Gene at GHTROUT.com

 

[trvlr1]

You may have something set up in your system that routes calls based on the incoming caller ID. Typically you would see a normal area code and your system would pick the correct "agent" to send it to. The caller has manually set up the outbound caller ID to show the toll free number (though that is not the real number on his phone) and your system does not know what to do with it. My guess is you just have to add toll free numbers to one of your options so it gets to an "agent". The downside of this is that you will not know where the caller is really dialing from and may not get them to the right agent, so they will have to be transferred.

 

[Tman45]

We route our 800 #s via IDC. So, in your case you can see if you already have some IDC tables or you would change an existing table. So, your 800 number IDC entry would look like this:

LD 49
chg
idc
0
800-222-1111 8000

This would route 800-222-1111 to internal number of 8000 (usually your ACD group).
If you are not sure you can use prt instead of chg to print your tables they are usually in the lower range like 0 thru 100.

I agree with GHTROUT that it could be their calls that are not routing versus your incoming not routing as we would assume your 800 number is already routable unless it happens to be a new number you are trying to set up.