unable to make calls to specific area code from softphone di

[Bentfinger]

I am having two issues with a carrier settings and I could use some direction. We were finally able to get my outbound dialing campaign working using the dialplan listed below (thank you Poundteam). The issues I am encountering are:

1. The sales process requires a tpv, and the agent uses transf/conf to accomplish the connection. The problem is the agent is required to enter digits in via the softphone (eyebeam or x-lite) keypad or use the Send DTMF function. Either way, the digits fail to verify with the TPV IVR 90% of the time.
2. We used to dial manually to reach the TPV in these cases (when we were using another carrier) but now we get a "Call failed: 503 Service Unavailable" message on the faceplate of the softphone and an audio message "The Person you are calling is unavailable, please try again"

The softphones seem not to be utilizing the same dialplan as vici when manually dialed, because at least the dialer connects the call.
Other than the carrier not fitting in easily, the only thing I can think to mention that might make a difference is that the Carrier and TPV company are both in the same area code.

[carrier3a]
type=friend
fromuser=xxXXxxXXxxXX
user=xxXXxxXXxxXX
username=xxXXxxXXxxXX
secret=PxxXXxxXXxxXX
host=99.999.99.99
canreinvite=no
dtmfmode=rfc2833
context=trunkinbound
qualify=yes
nat=yes

GSIPTRUNK = SIP/carrier3a

exten => _41NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _41NXXNXXXXXX,n,Dial(${GSIPTRUNK}/${EXTEN:1},,tTor)
exten => _41NXXNXXXXXX,n,Hangup

Any Ideas as to why I am encountering these problems, and suggestions as to ways I might overcome them?

[williamconley]

Dialing using the soft phone will now require 4+1+ TPV number. Check your CLI output from asterisk (asterisk -R) to see the cool asterisk output and read the errors given. handy.

Find the possible dtmfmode settings. Try them one at a time until you get lucky.

Also: you do not have codecs in your carrier context. could affect dtmf:

Code: Select all

disallow=all
allow=ulaw

also, you left a digit off of your vicibox .iso name. 5.0.3 is likely if you installed recently (although it will still say 5.0.2 in your splash screen because Kumba forgot to update the installer version in the splash).

[Bentfinger]

Thank you Bill, I will try the code changes to my carrier entry. I have been playing with the dtmf tone settings and will continue to do so.
However, we are dialing 4+1+TPV# but the calls do not connect, I get a recording "The Person you are calling is unavailable, please try again"
All other #s in other area codes work fine but no # in the 585 AC will dial. The carrier and the TPV provider are both in the 585 AC, could this be the issue?

[Bentfinger]

I tried the changes to the dial plan, but that did not fix the problem. I am working with the carrier to try and clear up the whether the DTMF problem is on their end or mine. I suspect it is mi ne. Could the LAN settings affect this at all?
As to dialing directly from the softphone, it is like the softphone is using a default dialplan instead of the one listed with the carrier. Can I change this in the Phone Context field od admin-phones

[williamconley]

Use "screen -r asterisk" (control D ; control A to exit) to see if Asterisk sees the dtmf tones. Then you can determine if they are being passed (asterisk won't pass it .. if asterisk doesn't catch it). Also, you DID say you tried having the agents use the dtmf field on their screens, yes? Also be sure to ask the carrier if THEY are using rfc2833 or if they allow any other methods (perhaps they'll allow you change methods if rfc2833 is not working).

What codec are you using? g729 is notorious for not being capable of holding a dtmf tone in audio ... so test all methods.

Have an agent dial in to a Call Menu by changing a "phone" to "trunkinbound" insteadof "default". Then observe dtmf tones in use the "screen -r asterisk" so you can get the hang of it. And remember to modify that phone back to default when done.

LAN settings should have no effect.

Soft phones do you use the carrier dialplan. Since soft phones register with asterisk, they must use the asterisk dialplan. Carriers do not have dialplans unless they have "bottom feeder" requirements (like preceding your called number with a six digit account number because they do not use IP based authentication). As a rule, the carrier needs the 10 digit US phone number with a "1" in front of it to indicate "domestic dialing inside the US". No dialplan. The dialplan is used in asterisk to arrive at "which carrier?". Then any extraneous information is discarded, leaving the 1+10digit number to be sent to the carrier. That's what the dialplan is used for.