[VoiceOps] Bizarre toll-free routing issue
jay at west.net
Mon Aug 27 14:42:12 EDT 2012
This is driving us nuts. We use Inetwork/Bandwidth/Dash to terminate
SIP calls to toll-free numbers.
About one out of every 50 calls results in something I have never seen
before. The caller hears an IVR of a company other than the one dialed.
After a few seconds, it skips to a different, totally unrelated IVR,
then another, and so on. It seems to be related to load, occurs more
often during peak calling hours, rarely if ever off-hours. We have
never gotten connected to a live operator, only IVRs. The jump to a
different IVR occurs after the initial greeting if we don't enter any DTMF.
The numbers we've had problems with are:
866-841-0143 - AAA
888-792-4900 - Franchise Tax Board (CA)
800-627-8797 - Anthem Blue Cross
877-776-2436 - Drive Insurance
I'm told that AAA and Franchise Tax Board terminate on AT&T and Anthem
and Drive terminate on Verizon.
Getting Inetwork to fix it results in, "An intermediate carrier that
shall not be named" (Voldemort?) says that another downstream carrier
says that the customer has equipment problems.
Call to 8668410143 supposed to answer "Triple A" went to Pacific Western
Sales, jumps to ATT, then Child Support Division of the Office of
Attorney General, then Free 411 then Comcast over the 1 minute 51 second
duration of the call.
8006278797 duration 1:40, was supposed to be Anthem but answered with
Wells Fargo, then skipped to Employment Development Department then
8006278797 duration 2:28, was supposed to be Anthem but answered with
Wells Fargo, then skipped to Citicard then S.M.U.D.
This is tough to troubleshoot. It takes multiple calls to replicate as
the vast majority go through without issue. Most of our customers just
assume that they mis-dialed and try again. Where we become painfully
aware of it is when a customer has one of these numbers on speed-dial
and it becomes obvious that it isn't a mis-dial.
Has anyone else on the list run across this? Other than "Don't use
Inetwork", any ideas on getting it fixed? My fear is that it may not be
Inetwork but something beyond them, perhaps the companies involved
outsource their call centers to a common hosted service that is having
More information about the VoiceOps