Forwarding, cell phones and Auto Attendant

[ericwilborn]

Please help me make sense of what I consider nonsense.

Our company has 3 numbers: One is an 855 number, one is a local number (468) and one is a number local to our old office (932) that is currently held by Number Garage and forwarding to 468. We also have an Auto Attendant in place that we use for direct dial and company directory.

The AA is fully functional 100% of the time if you dial 855 or 468. However, it was pointed out to me this morning that dialing 932 has undesired results:

Call from a cell phone (I've tried three): The AA does pick up. Press 1 for directory and then try to enter any name: name not found. Direct dial any extension: it hits extension 220. At random attempts (1 in every 10-20) the directory feature will work, but no matter what extension is directly dialed it goes to 220.

However, when I dial from my desk phone (at 468) to the 932 number the AA acts as intended and I can direct dial anyone correctly.

Where should I be looking for something like this? I've spent all morning poking around at Incoming Call Routes and trying to read up on it.

Per usual, any and all help is greatly appreciated.

 

[mforrence]

Poor quality DTMF from cell phone to Number Garage to your site. IPO just cannot adequately decode the tones so it ignores. I'd guess that 220 is your default route.

 

[ericwilborn]

Is there any way to modify sensitivity?

I'm not finding anywhere where the default route is set to 220. It should be 201, which is the AA fallback. 220 is a newer (but not the newest) number on our system.

 

[montyzummer]

Look at SSA and trace the calls , this will give you a definative answer as to how calls are routing where, from there you can start tweaking things.

APSS (SME)
ACSS (SME)