Forum Discussion

ephillips1's avatar
ephillips1
New Contributor
21 days ago

Outbound calls fail intermittently to toll free numbers

Hey everyone,

I’m trying to figure out if anyone else has been running into this issue. We’ve been dealing with an ongoing problem where outbound calls to toll-free numbers (like 877-842-3210) will sometimes connect just fine, and other times they fail. When it fails, the call doesn’t go through, and I can actually hear my own audio coming back through the handset. We do not experience this issue when dialing out to local numbers.

I’ve already confirmed our network meets all of GoTo’s recommended settings- SIP ALG is off, ports 5060/5061 are open, UDP timeout is set correctly, and consistent NAT is enabled. I also tested using the GoTo mobile app on my phone over cellular data, and the issue still happens, so it’s definitely not tied to our local network.

Support hasn’t been able to reproduce it on their end and is calling it a “local issue,” but at this point I’m not so sure. I’ve provided multiple examples and timestamps, but the case has just been going in circles with the same network checklist every time.

Has anyone else seen this type of intermittent failure when calling specific toll-free numbers? If so, did you ever find out what was actually causing it- carrier routing, SIP signaling, or something on GoTo’s side?

Appreciate any insight or suggestions.



Thank you

2 Replies

  • ephillips1's avatar
    ephillips1
    New Contributor
    18 days ago

    Hi Glenn,

    Thank you for your response.

    I have not yet heard anything back from GoTo support regarding this issue. Also, as stated in my original post, I can reproduce this issue outside of my org's LAN. For instance, while on cellular data, using the GoTo mobile app, I called an 800 number, and could replicate this issue. This issue only seems to be isolated to toll-free numbers, as we can dial local numbers without any issues. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    21 days ago

    Hi ephillips1, welcome to the community.

     

    I have reviewed your support ticket and and the notes from our L3 support team. I have reached out to them to see if they can provide some guidance on what your could look for locally on your side.