Outbound call issues popped up

Question

For the last two weeks I have been trying to get to the bottom of a worsening of our outbound call issues. We seem to have always had a single outbound call a day ring to dead air but something has changed in the last two weeks and now users are experiencing several dead air outbound calls and I cannot seem to get to the bottom of what changed that could be causing this. Has anyone else experienced this issue and maybe have some insight as to what the cause was? The GoTo Network analyzer does not indicate any issues. Our ISP says everything looks good. GoTo support says everything looks good on their end... but obviously things are not good. No firmware updates available for the phones. Not sure how to troubleshoot from here on.

ddemuth78 · Answer

Yeah, GoTo support isn't very responsive. I had a couple examples included when I created the ticket and the third time I contacted them on this ticket that person finally looked at my original examples but by then they weren't fresh so I had to poll users for more examples but then I contact GoTo and it's starting back at page one again. I'll keep trying them though and see if I can get a tier 2 support rep involved.

ddemuth78 · Answer

Ok, great. Thanks for the confirmation!

mkeaton · Answer

We have had this issue a few times, each time it was a different cause. 1st time, it was an outside IP address DDOS'ing our phone server. We had to turn on GEO blocking on our firewall to get it to stop, after that calls were back to normal for a few months.. then
2nd time the dial tone provider found equipment that was faulty. To find both of these issues we had to provide direction of the call (outgoing in your case) and # it came from and the # where the call was going, and the exact time of the call. Then the dial tone provider will have to check the back end of the system to see what the errors were on these calls. Ive always been told 3 examples but the more you can provide the better, and the calls have to be within 24 hours of the dead air, I guess the logs have a short life span. The trick will be to get Go To Tier 2 support to see your examples and have time to look into them within 24 hours.&nbsp;
A couple of other possibilities:&nbsp;
If these are happening from a "campaign" it may be the system auto dial-er timing is off, occurring too fast for the phone system to know its received a dial tone and ready to dial, it basically skips the dial tone check in error. To test this theory you could have users press a line for outgoing..wait&nbsp; until they confirm dial tone then dial.
Or phone carriers, you might take a sample if the calls that are getting dead air and see if they are all one carrier, its possible you have been marked for spam calls and the carrier is blocking them altogether.&nbsp;
This is a crazy frustrating issue to have so im so sorry you are dealing with this!! Hope you find a resolution soon!&nbsp;

mkeaton · Answer

When you call support, ask for tier 2, right at the start, let them know this is an ongoing time sensitive issue. But plan to sit on hold for days until they get someone on the phone. If Kate sees this she may be able to help get your examples directly to T2 calling all -&nbsp; KateG&nbsp;

ddemuth78 · Answer

Called in. the agent said they were level 2 support. They looked at my examples and said they were going to open a ticket with their upstream service provider. I never received a case email though regarding this conversation, so I hope it actually goes somewhere.&nbsp;