When you reach a number that is not in service.

[andysiddell]

When I dial a number that is "Not In Service" from my cell or land line I get an announcement that says something like "The number you have reached is not in service"

However, if I dial the same number from my Dell Voice it simply hangs up and gives me no message and if I dial the number via my Asterisk system I get the message "All circuits are busy".

Does Fongo not return an announcement to advise callers they are trying to reach a discontinued number. If not, is this something that could be implemented. The current method is rather abrupt and not user friendly!

Just a though!

Andy

[FONGO_steve]

We pass through what the carrier sends us - but if there are specific calls that are not returning an error in a "friendly" format then please open a ticket with our support team so we can investigate further

[andysiddell]

Silly question, but where is the option to raise a support ticket? I can't see it on the website or the forum. Do I have to actually call them?

As it's a discontinued number I was trying to reach I have no problems posting it! 613 962 9315

Please feel free to try it and see what you get!

Thanks

Andy

[TheHardy]

Silly question, but where is the option to raise a support ticket? I can't see it on the website or the forum. Do I have to actually call them?

As it's a discontinued number I was trying to reach I have no problems posting it! 613 962 9315

Please feel free to try it and see what you get!

Thanks

Andy

Support tix usually opened by CALLING customer service. Emailing them is a lag-fest (last email to CS took over a week to garner a reply). Unoffically (as the forums are) a PM to Steve or Mike works sorta, but is not an official TICKET ...

[TheHardy]

As it's a discontinued number I was trying to reach I have no problems posting it! 613 962 9315

Using my PC app (FPL), when I dial this, I get a "FAILED" message pop up almost immediately, no other recording or anything. This is dialing with a Vancouver # from the Vancouver-ish area.

Calling it from a cell I get: "3-M-2 The number you have reached is not in service" (repeats en francais)

So THIS is not being passed to FPL correctly.....

[andysiddell]

That's what I thought, it is either not being passed to FPL or their system is not interpreting it and either passing the message on or playing a similar message of their own.

If someone from FPL is reading this (Maybe Steve) maybe you could mention this to your tech team.

I hate calling support as it's a rather long winded process and it's almost impossible to make that kind of call from work.

[TheHardy]

**disclaimer** I don't work in telecom, I only have an interest in it ... I am self-taught in almost everything I know, or I have picked the brain of various technicians in the process... take my information with a grain of salt ...

The telco system is based on charging for calls ... when a call is completed or terminated, there is a "supervisory" tone that gets sent down the line to initiate billing ("time and charges"), this indicates that the call is connected and starts the stopwatch, so to speak.

Then there are also various INTERCEPT or "non-supervisory" tones/beeps that get sent -- for example, on all those new-area code test numbers (which drop you to a recording saying "You have successfully completed a test call to area code xxxx in CITY, TOWN"), busy (which is the fast beep we all know and hate -- although, if it is not of a specific FORMAT, some telco systems do NOT interpret it properly), and of course other messages too "We're sorry, all circuits are busy", "The number you have reached is not in service" etc ...

If the "tones" (which are generally sent BEFORE you start to hear any sort of message, a behind the scenes kinda thing) are NOT of the proper format, then the system will not play the follow-on message correctly.

From my testing, the "FAST REORDER" (super fast busy type tone) that you get when you call a number that is NOT IN SERVICE (versus one which has been disconnected or changed) is what generally trips the "FAILED" message on FPL software ...

So to me, what I think is happening, is that 613 number has the wrong "CODE" that it sends prior to the message, which is thereby telling FPL "NOT IN SERVICE"/FAIL rather than "number changed, play the message"....

Make sense? Kinda??

Steve/Mike (tech staff...): Am I on the right track here?

[FONGO_steve]

Most signalling is done on a digital channel these days, but you're certainly on the right track. It could be something like the wrong response being sent, or any number of other things. Our support team will be able to get the ticket in the hands of our network engineers who can investigate further and resolve

[TheHardy]

Most signalling is done on a digital channel these days, but you're certainly on the right track. It could be something like the wrong response being sent, or any number of other things. Our support team will be able to get the ticket in the hands of our network engineers who can investigate further and resolve

Thanks ... yeah, the blend of old and new tech leaves me wondering which is employed at times ...

That said, I am assuming that it is "network efficiency" that has the generic "FAILED" message popping up on the PC app, rather than playing a recorded message from the FX when the call fails to terminate successfully?? Or?

I am just wondering (thinking out loud) that it would be nice to play the error/intercept message to the calling party so that they KNOW why the call failed ...