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User can't dial toll free numbers 888 or 800 [message #120324]

Wed, 25 March 2015 21:08

fishtech
Messages: 609
Registered: September 2010

Hi,

I have one user who can't connect to numbers starting with 888 or 800. These are tollfree numbers here in USA.

User hears "beep beep beep..." and phone screen shows "Service unavailable".

Phone is a Snom 870.

There are no restrictions on user's extension.

As far as I am aware this in the only phone with the problem.

Phone has been restarted a number of times.

Server box has been restarted and is running version 2.3.4 patch 1 build 4046.

Please advise,

Thanks,

ft.

[Updated on: Wed, 25 March 2015 21:08]

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Re: User can't dial toll free numbers 888 or 800 [message #120325 is a reply to message #120324]

Wed, 25 March 2015 21:18

fishtech
Messages: 609
Registered: September 2010

Should have said... the logs do not show any activity when this happens. The user can dial other numbers in good order.
ft.

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Re: User can't dial toll free numbers 888 or 800 [message #120327 is a reply to message #120325]

Thu, 26 March 2015 10:28

Filip Jenicek (Kerio) is currently offline

Filip Jenicek (Kerio)
Messages: 968
Registered: September 2010
Location: Sydney

Hi,

does Operator receive an INVITE request from the phone? You can find this by searching the Operator's debug log or a analyzing a packet dump.

If it is not there, then the phone's dialplan is most likely wrong. What does it contain?

Best
Filip

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Re: User can't dial toll free numbers 888 or 800 [message #120329 is a reply to message #120324]

Thu, 26 March 2015 15:26

fishtech
Messages: 609
Registered: September 2010

Here is the packet dump, and it looks like the phone is sending a INVITE request.
Thanks,
ft.

'√≤°ˇˇq€UVëµµ A64E∏•@@≥Å¿®¥¿®
ƒƒëLtINVITE sip:98008543680<_at_>192.168.0.10;user=phone SIP/2.0

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-bf85tmdh2q1c;rport

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>

Call-ID: da151455314b-d09ytlize6yj

CSeq: 1 INVITE

Max-Forwards: 70

Contact: <sip:536<_at_>192.168.0.180:5060>;reg-id=1

X-Serialnumber: 000413413634

P-Key-Flags: resolution="31x13", keys="4"

User-Agent: snom870/8.7.3.25.5

Accept: application/sdp

Allow: INVITE, ACK, CANCEL, BYE, REFER, OPTIONS, NOTIFY, SUBSCRIBE, PRACK, MESSAGE, INFO, UPDATE

Allow-Events: talk, hold, refer, call-info

Supported: timer, 100rel, replaces, from-change

Session-Expires: 3600;refresher=uas

Min-SE: 90

Content-Type: application/sdp

Content-Length: 382

v=0

o=root 1271067244 1271067244 IN IP4 192.168.0.180

s=call

c=IN IP4 192.168.0.180

t=0 0

m=audio 52156 RTP/AVP 9 0 8 99 108 18 101

a=rtpmap:9 G722/8000

a=rtpmap:0 PCMU/8000

a=rtpmap:8 PCMA/8000

a=rtpmap:99 G726-32/8000

a=rtpmap:108 AAL2-G726-32/8000

a=rtpmap:18 G729/8000

a=fmtp:18 annexb=no

a=rtpmap:101 telephone-event/8000

a=fmtp:101 0-15

a=ptime:20

a=sendrecv

€UnìKKÛc°E;@wå¿®
¿®¥ƒƒ'ÑGSIP/2.0 401 Unauthorized

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-bf85tmdh2q1c;received=192. 168.0.180;rport=5060

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>;tag=as5880b0d5

Call-ID: da151455314b-d09ytlize6yj

CSeq: 1 INVITE

Server: Kerio Operator

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH, MESSAGE

Supported: replaces, timer

WWW-Authenticate: Digest algorithm=MD5, realm="asterisk", nonce="7913b1cf"

Content-Length: 0

€U_E ≠≠A64E∏ù@@∂â¿®¥¿®
ƒƒâ≤ÂACK sip:98008543680<_at_>192.168.0.10;user=phone SIP/2.0

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-bf85tmdh2q1c;rport

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>;tag=as5880b0d5

Call-ID: da151455314b-d09ytlize6yj

CSeq: 1 ACK

Max-Forwards: 70

Contact: <sip:536<_at_>192.168.0.180:5060>;reg-id=1

Content-Length: 0

€U'\ eeA64E∏U@@≤--¿®¥¿®
ƒƒAoiINVITE sip:98008543680<_at_>192.168.0.10;user=phone SIP/2.0

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-uhqtwgbz1q1x;rport

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>

Call-ID: da151455314b-d09ytlize6yj

CSeq: 2 INVITE

Max-Forwards: 70

Contact: <sip:536<_at_>192.168.0.180:5060>;reg-id=1

X-Serialnumber: 000413413634

P-Key-Flags: resolution="31x13", keys="4"

User-Agent: snom870/8.7.3.25.5

Accept: application/sdp

Allow: INVITE, ACK, CANCEL, BYE, REFER, OPTIONS, NOTIFY, SUBSCRIBE, PRACK, MESSAGE, INFO, UPDATE

Allow-Events: talk, hold, refer, call-info

Supported: timer, 100rel, replaces, from-change

Session-Expires: 3600;refresher=uas

Min-SE: 90

Authorization: Digest username="536",realm="asterisk",nonce="7913b1cf",uri="sip:98008543680 <_at_>192.168.0.10;user=phone",response="5535eb73b2b84cd48baf1b65c05356cd ",algorithm=MD5

Content-Type: application/sdp

Content-Length: 382

v=0

o=root 1271067244 1271067244 IN IP4 192.168.0.180

s=call

c=IN IP4 192.168.0.180

t=0 0

m=audio 52156 RTP/AVP 9 0 8 99 108 18 101

a=rtpmap:9 G722/8000

a=rtpmap:0 PCMU/8000

a=rtpmap:8 PCMA/8000

a=rtpmap:99 G726-32/8000

a=rtpmap:108 AAL2-G726-32/8000

a=rtpmap:18 G729/8000

a=fmtp:18 annexb=no

a=rtpmap:101 telephone-event/8000

a=fmtp:101 0-15

a=ptime:20

a=sendrecv

€Ua ==Ûc°E-@wô¿®
¿®¥ƒƒÑ9SIP/2.0 100 Trying

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-uhqtwgbz1q1x;received=192. 168.0.180;rport=5060

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>

Call-ID: da151455314b-d09ytlize6yj

CSeq: 2 INVITE

Server: Kerio Operator

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH, MESSAGE

Supported: replaces, timer

Session-Expires: 1800;refresher=uas

Contact: <sip:98008543680<_at_>192.168.0.10:5060>

Content-Length: 0

€UØ˚ ==Ûc°E-@wò¿®
¿®¥ƒƒÑ9SIP/2.0 100 Trying

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-uhqtwgbz1q1x;received=192. 168.0.180;rport=5060

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>

Call-ID: da151455314b-d09ytlize6yj

CSeq: 2 INVITE

Server: Kerio Operator

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH, MESSAGE

Supported: replaces, timer

Session-Expires: 1800;refresher=uas

Contact: <sip:98008543680<_at_>192.168.0.10:5060>

Content-Length: 0

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¿®¥ƒƒÑ9SIP/2.0 100 Trying

Via: SIP/2.0/UDP 192.168.0.180:5060;branch=z9hG4bK-uhqtwgbz1q1x;received=192. 168.0.180;rport=5060

From: "USER 536" <sip:536<_at_>192.168.0.10>;tag=1u2spwu2tk

To: <sip:98008543680<_at_>192.168.0.10;user=phone>

Call-ID: da151455314b-d09ytlize6yj

CSeq: 2 INVITE

Server: Kerio Operator

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH, MESSAGE

Supported: replaces, timer

Session-Expires: 1800;refresher=uas

Contact: <sip:98008543680<_at_>192.168.0.10:5060>

Content-Length: 0

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Re: User can't dial toll free numbers 888 or 800 [message #120330 is a reply to message #120329]

Thu, 26 March 2015 15:32

fishtech
Messages: 609
Registered: September 2010

Also, I used a text editor to compare settings on the problem phone with another phone that is not having the problem.

I could not find any significant, unexpected differences. The dial plan string is identical.

Thanks,

ft.

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Re: User can't dial toll free numbers 888 or 800 [message #120331 is a reply to message #120330]

Thu, 26 March 2015 15:54

Filip Jenicek (Kerio)
Messages: 968
Registered: September 2010
Location: Sydney

Hi,

the request looks fine. Operator responds "Trying" which means that it is trying to connect the caller to the destination.

Please gather the following data and contact me on <fjenicek<_at_>kerio.com>
1. Enable debug logs: Asterisk, Asterisk(detailed)
2. Start packet sniffer on all interfaces
3. Make a test call to demonstrate that it doesn't work
4. Make a test call from another phone to show that it works
5. Generate a supportinfo file
6. Export debug log, stop packet sniffer, and email all three files back to me.

Best
Filip

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Re: User can't dial toll free numbers 888 or 800 [message #120332 is a reply to message #120331]

Thu, 26 March 2015 16:05

fishtech
Messages: 609
Registered: September 2010

That's done.
Thanks,
ft.

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Re: User can't dial toll free numbers 888 or 800 [message #120435 is a reply to message #120332]

Wed, 01 April 2015 22:22

fishtech
Messages: 609
Registered: September 2010

Just to tie this up, Filip noticed that the 'bad' extension did not have our company's switchboard number set in Extentions > Edit extension > Advanced > Caller ID > Override with...

The 'good' extension did have that value set.

When I added caller id override to the 'bad' extension, the problem was fixed.

Toll free numbers can now be be dialed in good order. This is likely something to do with ATT, our provider, rather than Operator.

HTH,

ft.

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Re: User can't dial toll free numbers 888 or 800 [message #152378 is a reply to message #120435]

Fri, 05 August 2022 13:03

Rohn
Messages: 1
Registered: August 2022

For all intents and purposes, there is no difference between 888 numbers and "True" 800 numbers. Toll free number 800 were first released in 1963. As the availability for those numbers dwindled, the FCC released more toll free area codes (888, 877, 866, 855, 844 and 833) to keep up with demand.

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