I'm going to be calling our support vendor tomorrow, but I wanted to reach out to you for any insights. For starters, we're running Shoretel 12.2. We have 20 branch offices and two PRIs. The HQ has a PRI and so does another branch (Branch A). Most of our branches use standards POTS lines; a few others have switched away and are now using the PRIs. All users have access to their local trunks and the PRIs. HQ PRI and Branch A PRI have different area codes.
Yesterday, our HQ PRI went down. This is the first time this has happened to use since we started our POTS lines reduction. Since the HQ PRI was down, we figured the branches that were set to use this PRI (HQ and one other branch, Branch B) would simply use the other PRI. This didn't exactly happen. When users at HQ and Branch B tried to make local calls, the calls would never be placed and users would get the reorder tone. When viewing the VBTrunk tool, we never even saw the calls hit the PRI at Branch A. However, the users could place calls that had a different area code and they went out the Branch A PRI without issue. Only calls with the local area code wouldn't go through. HQ PRI and Branch B both share the same area code.
This evening, we decided to do some testing. We brought down the Branch A PRI (and left the HQ PRI up and functional) and had the users that use that PRI make a bunch of test calls. They called a bunch of phone numbers local to that PRI and they all went though the HQ PRI without issue. We had them successfully call long distance numbers as well. When we had them call the HQ PRI's main phone number, all of them were prompted to enter the area code to complete the call.
So we repeated this test with the HQ PRI. We brought down the HQ PRI and brought the Branch A PRI back up. We had users at HQ and Branch B place local calls, and they simply would not go through. They got the same reorder tone from the outage we had yesterday. When we tried long distance calls. those calls went out the Branch A PRI without issue.
So my question is--what exactly is going on? For our first test, I'm going to assume the caller ID may have something to do with the area code requirement. Since we have a local prefix list for the HQ PRI, the area code is probably being stripped out when Shoretel dials it. When the call hits the provider, it may see the caller ID and expect an area code to be dialed since the area codes do not match.
But, I'm at a loss. And I don't know where to even start with this. Can any shed some light on what is going on? Thanks.
Yesterday, our HQ PRI went down. This is the first time this has happened to use since we started our POTS lines reduction. Since the HQ PRI was down, we figured the branches that were set to use this PRI (HQ and one other branch, Branch B) would simply use the other PRI. This didn't exactly happen. When users at HQ and Branch B tried to make local calls, the calls would never be placed and users would get the reorder tone. When viewing the VBTrunk tool, we never even saw the calls hit the PRI at Branch A. However, the users could place calls that had a different area code and they went out the Branch A PRI without issue. Only calls with the local area code wouldn't go through. HQ PRI and Branch B both share the same area code.
This evening, we decided to do some testing. We brought down the Branch A PRI (and left the HQ PRI up and functional) and had the users that use that PRI make a bunch of test calls. They called a bunch of phone numbers local to that PRI and they all went though the HQ PRI without issue. We had them successfully call long distance numbers as well. When we had them call the HQ PRI's main phone number, all of them were prompted to enter the area code to complete the call.
So we repeated this test with the HQ PRI. We brought down the HQ PRI and brought the Branch A PRI back up. We had users at HQ and Branch B place local calls, and they simply would not go through. They got the same reorder tone from the outage we had yesterday. When we tried long distance calls. those calls went out the Branch A PRI without issue.
So my question is--what exactly is going on? For our first test, I'm going to assume the caller ID may have something to do with the area code requirement. Since we have a local prefix list for the HQ PRI, the area code is probably being stripped out when Shoretel dials it. When the call hits the provider, it may see the caller ID and expect an area code to be dialed since the area codes do not match.
But, I'm at a loss. And I don't know where to even start with this. Can any shed some light on what is going on? Thanks.