[VoiceOps] Calls Not Reaching Us

[Ivan Kovacevic]

Should, yes... but doesn't exist in the adversarial carrier environment we
operate in.

As soon as you can prove (and have the orig customer to validate), their
call goes through their mobile (for example) but not the landline (or vice
versa) - that should be enough for the orig customer to understand... and
open a ticket with the orig carrier which isn't routing the call properly

Yes - not a pleasant / productive experience, but the exponentially larger
effort Mike would have to put in, isn't commensurate with the reduction in
the pain-in-the-butt for the orig customer.

These types of issues suck to troubleshoot. One time we had to convince a
mobile carrier they were dropping calls to users on their own network. One
of our call centre clients, working as an outsourcer for that mobile
carrier, had brought us a bunch of cases (with call recordings and all)
where calls were un-naturally being cut off. Not a fun exercise. They fixed
it in the end, but it tooks us several months of kicking and screaming
through the mobile carrier's bureaucracy to get to the right team and
explain the statistical impossibility of what was happening ... to convince
them they have a problem. I still get twitches thinking about it.


[image: Star Telecom - Cloud Communications and Customer Experience
Solutions] <https://www.startelecom.ca/>

*Ivan Kovacevic*

*Co-Founder and VP Client Services*




On Wed, Oct 27, 2021 at 3:43 PM Mark Wiles <mwiles at akabis.com> wrote:

> But there-in is the pain-in-the-butt factor…
>
> Getting an orig customer to call their carrier and report such issues…
> “hey, it’s not my problem… the phone call should work… why should I call
> ________ (insert carrier name) “Verizon” and sit on hold for 48 minutes to
> complain about an issue…”
>
>
>
> There should be an easier way!
>
>
>
>
>
> *From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Ivan
> Kovacevic
> *Sent:* Wednesday, October 27, 2021 3:22 PM
> *To:* Mike Hammett <voiceops at ics-il.net>
> *Cc:* VoiceOps <voiceops at voiceops.org>
> *Subject:* Re: [VoiceOps] Calls Not Reaching Us
>
>
>
> Apart from the "I ought to fix this, it just ain't right" instinct... The
> practical solution is for the caller to open a ticket with their provider.
>
>
>
> You'll go crazy trying to get to the big-carrier engineering team and to
> someone who knows how to investigate and solve the problem... unless they
> are lurking on this list....
>
>
>
> I've pulled much hair trying to right telecom wrongs... and the type you
> are running into, is better delegated to the user/caller. (assuming you are
> 100% certain it isn't on your end)
>
>
>
> [image: Star Telecom - Cloud Communications and Customer Experience
> Solutions]
> <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.startelecom.ca%2f&c=E,1,NMBqwcLyR4mtzioIvPTt2ODYcALzC9JBkNHUouxENPjPwsz6QwnM8lismK-dO4im3iBGweFgZnId9TMOc07CgBb0XdqsmwWl0KXsBCYR3bu6vX94&typo=1>
>
> *Ivan Kovacevic*
> *Co-Founder and VP Client Services*
>
>
>
>
>
> On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
>
> I have a customer saying that they are getting reports from their
> customers that they're getting "number is no longer in service" errors when
> calling them.
>
>
>
> I checked Metaswitch SAS for a number that experienced this issue and we
> don't see any inbound attempts from that number. The call would have come
> in via a traditional TDM connection to a tandem.
>
>
>
> I reached out to the Primary contacts in NPAC for the originating caller
> (Comcast). They told me to bugger off and to have the end user call
> support. Did I make the wrong move?
>
>
>
> -----
> Mike Hammett
> Intelligent Computing Solutions
> http://www.ics-il.com
> <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.ics-il.com&c=E,1,NSF0Vd1_CymIwJj6SbuEjX9gmH-g3grYGnJ5Yt9jnVQNT-cSZcWNXZfAmXjim0zN9YDcb57S4mZPUZsDAd9NlLN0mpi87SacV8JMEmbhygCVQDIwdjTvN64KxC2s&typo=1>
>
>
>
> Midwest Internet Exchange
> http://www.midwest-ix.com
> <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.midwest-ix.com&c=E,1,FVGQlgKGM_MI6SiZw_vHPUWqr5oDO_xzfXoFIoys09yKDNz-S3oVuql6hAW6imRibhiyN5uLNcp8EVIT-IUK-c2TRJ1J0AwZQ9XTSGc9U37rFW67l4iK6Q,,&typo=1>
>
>
>
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