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DID calls go to attendant

DID calls go to attendant

DID calls go to attendant

Recently we had an extension move from being a plexar number, to a number in our building.  We are able to dial the number fine internally by dialing 4-digits or by dialing a 9 to get an outside line and then dialing the 7-digit number.  If we call from somewhere outside (or on a cellphone) we end up at the attendant.  The phone company swears that the extension is configured in the same manner as our other working extensions.  Avaya says that it sounds like the phone company is not sending the correct info, so when it hits the PBX it does not know what to do with it, so it sends it to the attendant.  Is there any other possible causes of this?  Avaya tested the number and was able to get through on a couple of their tests, but also got the attendant on a another attempt.  Any input would be greatly appreciated.

RE: DID calls go to attendant

It looks like the digits they are sending you are incorrect.  I assume this is the only DID that has this truble.  You probably have invalid DID's routing to you attendant in your system features form.

The attendant should see what digits were dialed on the display so you can see what the phone company is sending you. Looks like they are sending you the wrong number of digits.

I don't know what version switch you have,  but later versions have a trace utility.  Do a "list trunk".  It will show all the trunks groups.  Determine what TAC code you have for the DID trunks group. Use the comand "li tra tac {TAC#}".  The screen will show information about the trunk group and incoming calls.  You will see all the trunk group traffic so it may take a couple of tries to see your inbound call.  The digits the phone company sends you are lsited in the trace. What thet send you is in the dial portion.  In this example they called ext 1200.

21:41:54     Calling party trunk-group 4 member 2  cid 0x7a
21:41:54     Calling Number & Name NO-Number NO-CPName
21:41:54     active trunk-group 4 member 2  cid 0x7a
21:41:54     dial 1200
21:41:54     ring station    1200 cid 0x7a
21:41:57     active station    8511 cid 0x7a
21:42:02     idle trunk-group 4 member 2  cid 0x7a

Hope this helps



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