sundance-communications.com/forum Forums Wiring - Telecom Carriers - Trunks & Services Telecom Service & Providers Toll free incoming trouble

I have a customer who is having ongoing trouble related to incoming toll free calls on their "800" number as well as incoming long distance. All local calls (POTS) service is fine, no problems. Receptionist says several times a day the phone will ring, she will answer, and the call drops...which to me means no one is there. I asked if they call back and complain about getting cut off and she said no. Phantom ringing? She has also said that at some times she will be on an incoming call (LD) and the sound is fuzzy. The local provider has been out and says all is ok. Truely, the local stuff is fine, but this is a rock quarry out in the country, and most of its traffic is via toll free or long distance. The long distance provider is Qwest and that is not the same as the ILEC. Anyone give me any guidance on how to get this corrected? The pbx is a Panasonic TD1232 dual cabinet, but I don't think this is the problem.
Thanks

Well if only on long distance calls then there's your problem. I would suggest a vender meet or at least a call to the LD provider is due. The problem your going to have is finger pointing from there LD to the local or to the switch.

Does she have caller ID? Does it indicate the dropped calls? Since no one ever calls back to complain about not being answered properly, it could be a malicious caller, an automated device calling the wrong number, or some other weirdness.

When she says that "the call drops" does she mean she hears what appears to be an engaged line, or does she hear dial tone immediately, or does she hear something else? Does it sound hollow, tinny, static, does she hear a click, are there background noises, etc?

I experienced something similar with att. T1 thru an Adtran channel bank. 12 pots for local & 12 pots for LD with LCR for outbound calls. The customers 800 number came in on the LD channels. att was sending DNIS digits on the 800 calls & would not turn it off. Our solution was to set up "delayed ringing" on their voice mail ports.

If incoming local calls are ok, the switch is not the problem. Neither is the LEC. Work with th LD provider (Quest) to resolve this.

I had the same problem a couple of years ago. It wasn't my local LEC. The problem was with several LEC's across North America not directing traffic to the proper destination number.

The client finally got fed up and had HER watts number changed. Problem solved. I know this is not the best solution for most companies, but in her case it wasn't a big deal.