Long distance "voice message on SIP trunk" please do not dial a 1 when dialing this number

[Dmcleod-Stratus]

If you remember that Alaska finally implemented 10 digit dialing about a year ago... Since then most calls go through just fine. but about 10 times a day. when the customer dials a number that is NOT long distance number but dialed "+1907xxx.xxxx" a nice lady comes on the phone and says "please do not dial a 1 when dialing this number" the repeats. when they dial a number that IS "long distance" but happens to NOT have the required 1 in front of the number. the same (now not so nice lady) "Please add a 1 when dialing this number" the customer gets upset again and again...

the rule(s) I have are below in the pics but takes the 1 away or adds the 1 should it be needed. ( this works with other VOIP providers fine)

our customers have a VOIP provider that runs through a metaswitch in Alaska from GCI communications, just over 100 did block. 3cx version 18.5.x on windows virtual self hosted 96 SC enterprise. I have other companies with smaller systems doing the same on GCI VoIP trunks. I have exhausted requests with GCI tech support to turn this off or just route the number (with or with out the required 1) , Tech support says it is working as designed. I have other systems on other trunk providers working great on adding the 1 or removing the 1 (OR maybe it is not an issue on the other trunks at all, as other companies just do it like cellular phones)

Contacts are synced via outlook, cell phones and other Company apps, they may or may not be there in the contact correctly and may change over time for different people in different office locations. If in Fairbanks hte call is not long distance in anchorage it is long distance call... the customer's employees are changing the number to fit their need and then it no longer works for the other offices.

ironically if you dial the same number without OR with the 1 on GCI provided cell phones it connects just fine with no issues. Customer just wants it to work like their cell phones. (I agree with this sentiment, giving me "a message" on what to do is bad, just "do that" and leave me out of the process)

is there ANY configuration that I am missing that I can use on this trunk to allow for the "voice answered call" to try the next rule in the call flow? Thank you for any insight or help you can provide and please let me know if you would like more information to help solve this issue. Doug.

A. DOUGLAS MCLEOD, PMP | CTO - OWNER
907 272-4730 | [email protected]
WWW.STRATUS-SERVICES.COM

Example of a call:
11/09/2022 5:22:26 PM 907.xxx.xxxx source 907.xxx.xxxx destination -> 00:03:85
11/09/2022 5:22:09 PM 907.xxx.xxxx source 1907.xxx.xxxx destination -> Not Answered
they called with the "extra 1" then hung up and called without.




I have tried a custom caller ID number here ( their default out bound number to the trunk) where the red arrow is. ( from a different post)

 

[N_G]

You should tell the customer to use a supported VoIP Provider....

 

[leejor]

The only suggestion to avoid around getting a recording telling you how to dial the number, is to send the correct digits to begin with.

That is going to be a lot easier if there are not a lot of "local" prefixes. You would have to set up outbound rules that separate the local numbers, then send with no leading 1, from all other long distance calls that require the 1,and a rule for each that allows a local 10 digit number to be dialed.

So... create outbound rules for each of the local areacodes and prefixes ... 1907XXX, strip the 1 and send to provider. You may only need many rules with 1907XX if say central office 26X has 907261 up to 907260, so are all local. If 907261and 907262 are local and 907263 is long distance, then each prefix will require a separate rule.

So you want a rule to allow local calls to each 907XXX number without the leading 1 to go through as-is, and a rule for each local number dialed as 1907XXX ,to strip the 1, then send.

All of these new rules should be placed above the "catch all" 1+ (11 digit)rule that will handle all other long distance numbers.

 

[Dmcleod-Stratus]

@leejor Thanks for the idea, I will see if I can find the published area codes for anchorage and test it out. that may solve about 90% of the issues. I will update the thread after test. Thank you.

@Nick Galea hahaha, I agree but that was the option of last resort as keeping business in Alaska has been a big consideration in the past.

 

[leejor]

A lot more exchanges than I thought there would be, according to this list (if it is up-to-date).

https://www.area-codes.com/city/city.asp?state=AK&city=ANCHORAGE

The only exchange that you can use 5 digits rather than 6 for is 27X as it encompasses 270 all the way to 279 (probably one of the original exchanges).
The others would require one rule each for 1+, and for no 1 prefix. At least you only have to do it once, until a new exchange is added.

 

[Dmcleod-Stratus]

GCI was able to get me an excel spread sheet of all of the exchanges ( what would be considered Long distance from Anchorage but still in the 907 area code) I am in the process of building about 70-ish rules to connect all of those exchanges. then use a catch all for all the "local" exchanges and all other long distance calls (like mentioned above). I will still have a few issues with staff adding and subtracting +1 to local area codes to the contacts they use and share. but I think we can build a script to take it out of the contact database that I can run automatically if it becomes the "new problem". I might also be able to force a strip the +1 added in error once I know I have all the other rules are working a 100%.

Having an import/export tool for out bound rules (like we do for DIDs) would be much faster in building and maintaining these rules in the future.

@leejor Thank you for your insight. it really is the only way GCI is going to allow this VoIP trunk to be supported. I believe they could solve it on the metaswitch extremely easy if they "wanted" too. but is probably an economic reason they will not just connect the call.

 

[leejor]

Glad you've got a handle on it.
It is odd that your provider differentiates between local and long distance calls. Do they deal primarily with residential accounts? I have seen some that do market primerily to residenial accounts, and allow free (non-metered) local calls, will do what you describe. Most commercial VoIP providers treat all calls the same (require the same format) because they don't really track your location other than for 911. It should be much easier for them to require a 1, or +1 ( E.164 country code) prefix for all calls, and let you figure out how you handle the local dialing/digit manipulation on your PBX.

With enough outbound rules, you can "correct" any number, local or long distance.