Incoming call shows wrong "inbound target" - showing 0870 not 0370 ?? (UK)

[BruceH]

Hi,

We have 0870 and 0370 variants of our published DDI numbers.
We are trying to migrate people to the 0370 so put a message on the 0870 telling people to redial.

Some users when they dial they 0370 still hear the message that is supposed to be on the 0870.

I have studied the logs and some callers show

01/04/2019 09:55:26 - [Flow] Looking for inbound target: called=0870112xxxx; caller="0193464xxxx" <sip:0193464xxxx@:5060>

although they actually dialled
0370112xxxx

This definitely happens for users whose home phones are supplied by Sky.
Our SIP Trunk is provided by TalkTalk Business.

Any thoughts on the cause and how we can fix this?

Thanks,
Bruce.

 

[YiannisH_3CX]

Hello @BruceH

Run a packet capture on the PBX and see what is arriving at the PBX from the provider. If the called number is 0870XXXX then you need to speak with your provider.

 

[BruceH]

Thanks. I checked the detailed 3CX logs and everything suggests the "dialled number" that is being provided is the 0870 number. I called our SIP provider and they say that the call is arriving with them as though it was dialled as "0870".
I have dialled 0370 from my own home line and it arrives at our SIP provider as 0870.

I am now trying to raise this with my home telecom provider (Sky), apparently this is likely to be due to historic porting of the numbers and confusion in routing.

Having problems explaining to Sky's support personnel what the problem is !

 

[YiannisH_3CX]

I wish you good luck. Let us know if you manage to resolve the issue with Sky

 

[BruceH]

Thanks, I'm having great difficulty getting them to even understand the issue !
Any hints on terminology I could use to help them understand ?

 

[leejor]

Are both numbers ported to Sky?

I called our SIP provider and they say that the call is arriving with them as though it was dialled as "0870".

If it is Sky telling you this, then it sounds as if they are receiving the call from another provider. Ask them the call flow for someone dialling the 0370 number . Perhaps there is another company that you will need to speak to.

 

[YiannisH_3CX]

Any hints on terminology I could use to help them understand ?

I think in this scenario you should try to make the explanation as simple as possible. There is no special terminology i am aware of to explain this.

 

[BruceH]

The numbers are ported to TalkTalk who are my SIP provider.
Most people who call the numbers are routed correctly.
People who call from a Sky Landline get routed incorrectly.
They dial 0370, but it arrives at my SIP provider as 0870.

Thanks for your help.