Should, yes... but doesn't exist in the adversarial carrier environment we operate in. As soon as you can prove (and have the orig customer to validate), their call goes through their mobile (for example) but not the landline (or vice versa) - that should be enough for the orig customer to understand... and open a ticket with the orig carrier which isn't routing the call properly Yes - not a pleasant / productive experience, but the exponentially larger effort Mike would have to put in, isn't commensurate with the reduction in the pain-in-the-butt for the orig customer. These types of issues suck to troubleshoot. One time we had to convince a mobile carrier they were dropping calls to users on their own network. One of our call centre clients, working as an outsourcer for that mobile carrier, had brought us a bunch of cases (with call recordings and all) where calls were un-naturally being cut off. Not a fun exercise. They fixed it in the end, but it tooks us several months of kicking and screaming through the mobile carrier's bureaucracy to get to the right team and explain the statistical impossibility of what was happening ... to convince them they have a problem. I still get twitches thinking about it. [image: Star Telecom - Cloud Communications and Customer Experience Solutions] <https://www.startelecom.ca/> *Ivan Kovacevic* *Co-Founder and VP Client Services* On Wed, Oct 27, 2021 at 3:43 PM Mark Wiles <mwiles at akabis.com> wrote:
But there-in is the pain-in-the-butt factor?
Getting an orig customer to call their carrier and report such issues? ?hey, it?s not my problem? the phone call should work? why should I call ________ (insert carrier name) ?Verizon? and sit on hold for 48 minutes to complain about an issue??
There should be an easier way!
*From:* VoiceOps <voiceops-bounces at voiceops.org> *On Behalf Of *Ivan Kovacevic *Sent:* Wednesday, October 27, 2021 3:22 PM *To:* Mike Hammett <voiceops at ics-il.net> *Cc:* VoiceOps <voiceops at voiceops.org> *Subject:* Re: [VoiceOps] Calls Not Reaching Us
Apart from the "I ought to fix this, it just ain't right" instinct... The practical solution is for the caller to open a ticket with their provider.
You'll go crazy trying to get to the big-carrier engineering team and to someone who knows how to investigate and solve the problem... unless they are lurking on this list....
I've pulled much hair trying to right telecom wrongs... and the type you are running into, is better delegated to the user/caller. (assuming you are 100% certain it isn't on your end)
[image: Star Telecom - Cloud Communications and Customer Experience Solutions] <https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fwww.startelecom.ca%2f&c=...>
*Ivan Kovacevic* *Co-Founder and VP Client Services*
On Wed, Oct 27, 2021 at 3:12 PM Mike Hammett <voiceops at ics-il.net> wrote:
I have a customer saying that they are getting reports from their customers that they're getting "number is no longer in service" errors when calling them.
I checked Metaswitch SAS for a number that experienced this issue and we don't see any inbound attempts from that number. The call would have come in via a traditional TDM connection to a tandem.
I reached out to the Primary contacts in NPAC for the originating caller (Comcast). They told me to bugger off and to have the end user call support. Did I make the wrong move?
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.ics-il.com&c=E,1,NSF0...>
Midwest Internet Exchange http://www.midwest-ix.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.midwest-ix.com&c=E,1,...>
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