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Hi! I have a customer that cannot call 2 particular numbers, the calls just disconnect after a while and the service provider is telling them that their system times out. Is there a setting for the time a system waits for a call to connect?

No...only for time allowed to dial a number.
If other numbers works then it is a carrier issue.

Go to site and test the lines before the KSU with your test set to prove which side it is.

Do what Curlycord said.

But also - Verify the number they are dialing.
Dial it with your cell phone.
Make sure: are they dialing a 1 or not dialing a 1.
Are they dialing area code - the right area code.

Are these analog lines - Try from a different line.

IF number checks out, try dialing the number and hit # after you finish dialing.

Most likely it is the carrier.

Thanks guys, but dialing from a cellphone works, the carrier sais they can dial and connect and the line is PRI so cant use an analog phone before the PBX.

Can't dial from just one phone or from any phone?

Still sounds like carrier issue.
Since it is a PRI - tell the carrier to monitor the call while you dial it.

If it has PRI then is not a CICS, it would be a MICS or BCM.

"but dialing from a cellphone works, the carrier said they can dial and connect "

A home owner calls the hydro company to say they have no power and the agent on the phone says "well we have power in our office, it must be the wiring in your house"
That what it kind of sounds like you are saying.

Are you able to dial numbers that start with the same first 3 or 4 digits?
The only way I think it would be a KSU issue base on your description is if there is a bogus Dest code programmed that starts with those digits dialed.
Check programming just in case.

We have seen where some exchanges/prefix (the 3 digits after the area code) cannot be dialed and always a carrier issue.

As Jim said, is this on all phones?

Yes , it is on all phones and there are no analog lines at all.

My guess would have been programming issue between a telco and a CLEC. But if the carrier says they are dialing it ok, how/where are they doing it from? We have had small CLEC and a small telco not have all programming set up properly between them and until those numbers were in their database, couldn't call through, unless you were using a different carrier/cell phone.

Try to set up a vendor meet and test with a T-Berd or a similar test device.