atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems With and without a 1

We switched carriers and now 4 out of 8 offices require a 1 when dialing out using our physical fax machine.

I've been working with Adtran to try and figure out where and why this is happening but can't seem to pinpoint it.

I'm not asked to look at the PRI traffice. I used Diagnostics monitor and used SMDR to save a log of numbers and trunks being used. But they want the traffic from the PRI.

How do I obtain this?

Do you have telephone tracking software such as Contact Center Suite, Customer Service Manager or Prairie Fire?

Any of these would allow you to generate detailed reports of calls.

I do not have any of those.

Is there any other way to monitor the actual number that is being dialed out from the 5000 system?

Just seems strange that from Session Manager I wouldn't be able to see this.

I do have Micro Call softare but I can't seem to find anything different there either.

A couple of comments, then a bunch of questions:

No, you can’t see what’s coming out of the PRI. However, SMDR will let you see what’s going into your PRI, which should give you all the data you need for troubleshooting.

Session Manager is a GUI which allows you to program you system(s). It is not a diagnostics tool.

On to the questions:

What is the specific configuration?

Is there a fax machine at each location connected to an analog port?

Does each site dial out via a local PRI, or are calls routed off-site?

Is this limited to the fax machines, or do keysets have the same issue?

Let me know, and I’ll have some more questions for you.

Problem is found to be that when the call comes out of the PRI it's not hitting the Verizon network application that supports fax tone. The routers are being reconfigured to add the gcode that will direct the number to the right applciation on Verizons end.

I needed to figure out what this one location was because a single line ext 1880 is labeled as fax but the call routing table does not show any numbers with that ring-in-destination

Analog port? Sorry for my ignorance, i'm guessing no. It is listed under Endpoints and type is set to single line and cabling is the same into the PBX.

Yes, sites dail out via local PRI

Yes limited to faxing

I’m officially lost. Let’s go back to the original problem with the 1s.

Since the fax machine is supposed to dial out via the local PRI, I would place a test call and monitor the digits via SMDR. Note which trunk the call went out on, and make sure it’s correct. Place the exact same call by dialing the trunk access code, thus bypassing ARS.

If the SMDR is the same for both calls, I would suspect a carrier routing issue. If the SMDR is different, I’d look at ARS.

Also, analog port = single line extension.

Verizon has confirmed it is a carrier routing issue.

And I figured Single Line Extension was analog port and yes that is how they are configured.