Outbound call issues popped up
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 c...
Forum Discussion
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.
A couple of other possibilities:
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 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.
This is a crazy frustrating issue to have so im so sorry you are dealing with this!! Hope you find a resolution soon!
