They have the worst CNAM system known to man. For years we've had constant struggles to get them to update CNAM even months after we've done an update. And now they seem to be associating random CNAM data with some of our numbers (for their customers, not in the database itself). We are getting customer complaints that when they call Cox customers CNAM is displayed that has absolutely nothing to do with the number sent, now or in the past. So... 1. Anyone know how to get this resolved with Cox? Any contact info? 2. Anyone else seeing this with Cox? 3. Any ideas on how arbitrary information would get associated with numbers in their system? -- Carlos Alvarez TelEvolve 602-889-3003
Carlos - 1. Call their Business Operations Center @ 866-291-2262. This should get you to someone in their Phoenix Office. 50% of the time this number will be answered by someone in Tier 3. Tier 3 has the ability to clear the CNAM cache and redip. If you can't get any traction with this, I can probably find the number of someone in Tier 3 that I worked with (on a CNAM issue) that can help. KEITH CROXFORD | Anywhere (480) 385-7002 | Fax (480) 385-7007 | kcroxford at telesphere.com<mailto:kcroxford at telesphere.com> Telesphere | 9237 E. Via de Ventura, Ste 250 | Scottsdale, AZ 85258<http://maps.google.com/maps?f=q&q=9237%20E.%20Via%20de%20Ventura,%20Ste%2025...> NEW! Customer Portal: Anytime Access. Instant Insight. my.telesphere.com<http://my.telesphere.com> From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Carlos Alvarez Sent: Tuesday, December 13, 2011 10:52 AM To: voiceops at voiceops.org Subject: [VoiceOps] CNAM issues with Cox Communications They have the worst CNAM system known to man. For years we've had constant struggles to get them to update CNAM even months after we've done an update. And now they seem to be associating random CNAM data with some of our numbers (for their customers, not in the database itself). We are getting customer complaints that when they call Cox customers CNAM is displayed that has absolutely nothing to do with the number sent, now or in the past. So... 1. Anyone know how to get this resolved with Cox? Any contact info? 2. Anyone else seeing this with Cox? 3. Any ideas on how arbitrary information would get associated with numbers in their system? -- Carlos Alvarez TelEvolve 602-889-3003
On Wed, Dec 14, 2011 at 8:14 AM, Keith Croxford <kcroxford at telesphere.com>wrote:
Carlos ?****
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**1. **Call their Business Operations Center @ 866-291-2262. This should get you to someone in their Phoenix Office. 50% of the time this number will be answered by someone in Tier 3. Tier 3 has the ability to clear the CNAM cache and redip.
Keith, that was excellent info, and it worked, quick and easy. Thanks! Do you know what their CNAM game is, and how they end up with invalid data? I can understand caching in order to be cheap, but getting incorrect data assigned to a number seems...impossible... -- Carlos Alvarez TelEvolve 602-889-3003
If you have access to the LERG you should try the translations contact for Cox in there. You can also try to find a Cox customer to open the ticket for you, many carriers respond better to customers unless you don't find the right contact. I have also seen this with other carriers, and its sometimes a bit of a pain to resolve. Since there isn't one central CNAM database, (and for performance and other various reason) large carriers will usually have a local CNAM database that they feed from a variety of sources. They also generally allow some means for override or asking for a local value to be stored "permanently" overriding any other entries pulled in from other databases. When you run into this issue, it's usually one of these overrides that needs to get replaced or just removed. Good luck! -Scott From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Carlos Alvarez Sent: Tuesday, December 13, 2011 12:52 PM To: voiceops at voiceops.org Subject: [VoiceOps] CNAM issues with Cox Communications They have the worst CNAM system known to man. For years we've had constant struggles to get them to update CNAM even months after we've done an update. And now they seem to be associating random CNAM data with some of our numbers (for their customers, not in the database itself). We are getting customer complaints that when they call Cox customers CNAM is displayed that has absolutely nothing to do with the number sent, now or in the past. So... 1. Anyone know how to get this resolved with Cox? Any contact info? 2. Anyone else seeing this with Cox? 3. Any ideas on how arbitrary information would get associated with numbers in their system? -- Carlos Alvarez TelEvolve 602-889-3003
participants (3)
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carlos＠televolve.com -
kcroxford＠telesphere.com -
scott＠sberkman.net