Solved "You have dialed an invalid carrier access code"

[S. Allen]

When dialing a specific number, it does not get put through and instead a message comes up saying "You have dialed an invalid carrier access code. Please try again"
This has only happened when calling that specific number, all other numbers can be called without problem.
Also, on the previous phone system we had, the number could be called fine and no message came up.
We have also gotten a new SIP provider at the same time when we switched to 3CX so could the issue lay the SIP provider?

 

[cobaltit]

Umm yes? I'm not sure why you even mention being able to dial from your previous system. That would only be possibly relevant if you kept the same SIP provider with 3CX. There is logging in 3CX which I recommend you reference to confirm the call is hitting your SIP provider. Your SIP provider portal might possibly also show the call attempt which would confirm it's an issue on their end, or at least with how you are formatting it before sending it to them. Definitely start with your provider.

 

[leejor]

Do you get the same recording if you call from another number? It is possible that the number is forwarded incorrectly. Unless you have an outbound rule to deal with that number specifically, and all other outbound calls complete correctly, then I'm going to assume that the number is being sent in the correct format. But, as suggested, confirm this with the 3CX Activity Log. If it does in fact, look to be correct, then, while your provider might offer some suggestions. I suspect, however that it is beyond their network, or control, but it doesn't hurt to ask.

 

[S. Allen]

Thank you, I contacted our SIP provider and they sorted it out as it was an issue on their end.