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  • Can't call certain numbers or prefixes

    I am having a problem where I am unable to dial certain numbers on the ShoreTel system (FYI, ShoreTel 6.1). I am located in Ada, MI which is a 616 area code. We only have one area code for the city and surrounding areas, but some numbers are long distance inside the 616 area code. For instance, 616-682-xxxx is the prefix I am calling from, but when I try to call 616-990-xxxx or 616-902-xxxx or 616-394-xxxx I get the following error:

    "Your call cannot be completed as dialed. If you dialed a 5 digit code, it has changed. Please redial adding a 1 and a 0 before the 5 digit code or for assistance contact the carrier you are trying to use."

    I have dial 7 digits for local area code checked on the local analog trunk and I just updated our local prefix list from AT&T (AT&T - Local Calling Area), but no matter what I do I cannot get these numbers to work. I have tried dialing with a 1+616, without and no luck. I know the numbers work because I have tried them on my cell phone and they work fine. I also have watched the calls as they are made using the trunk test tool and everything looks normal.

    We currently are not under any kind of service contract with Shoretel. I contacted them last week about this and paid the ridiculous $280/hr (minimum two hours) for them to fix the problem, but the problem seems to have returned on its own and I cannot figure out why.

    We have two local trunks at this location and at our data center in Grand Rapids (which is local to Ada) we have the ShoreTel server along with 23 PRI lines. I have tried forcing the calls to go out the PRI and made sure the 7 digit dialing is checked, but to be honest, I have tried many different combinations of the options in the trunk groups and nothing works.

    Please help!!

  • #2
    You may have to work with the carrier to resolve this problem.

    Surely there is a Shoretel engineer somewhere near to you that can come over for a smaller fee?

    Do you have dial 7 digits.... in the trunk group config checked?
    The same area code in entered in sites and trunk config?

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    • #3
      Not sure if this will help, but here is a local prefix link we came across that helped us with setting up local prefixes: Local calling guide: NPA-NXX search

      I have had a few problems with dialing a local prefix that was in a different area code, but considered a local call. It took a few trial and errors, but we selected the options: Remove Leading 1 For Local Area Codes and Dial 7 Digits for Local Area Code. The end user would dial the entire number (i.e. 1-212-555-1212) and the call would go through. The trunk test tool helped me to see how the call was going out as well.

      Not sure if any of this will help or if you have tried it, but it seemed to work for us. Good luck!

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      • #4
        Originally posted by CJV View Post
        Not sure if this will help, but here is a local prefix link we came across that helped us with setting up local prefixes: Local calling guide: NPA-NXX search

        I have had a few problems with dialing a local prefix that was in a different area code, but considered a local call. It took a few trial and errors, but we selected the options: Remove Leading 1 For Local Area Codes and Dial 7 Digits for Local Area Code. The end user would dial the entire number (i.e. 1-212-555-1212) and the call would go through. The trunk test tool helped me to see how the call was going out as well.

        Not sure if any of this will help or if you have tried it, but it seemed to work for us. Good luck!
        Do you have the additional local area code programmed into the site and the trunk group? Is the area code and prefix in question in your local prefixes list?

        The website listed is normally very good for setting up dialing plans. I have had to tweak some numbers here and there to align with what the LD carrier thought was LD but normally it is very good info. And fairly up to date (for our area anyways). I have had ONE instance where I had to get a list from the LD carrier as what they considered local and LD was COMPLETELY different than the website showed.

        From there you will just need to play with the prefix list and the three check boxes on the trunk group. Columbus Ohio sounds similar to your deal and I have to set them up a little differently than other parts of Ohio.

        I tip for the prefix list....

        If you get an error calling a certain number (like the 616-682 you mentioned) look at your list. If the number is in there remove it, if it is missing add it to the list then retry the call.

        Hope this helps!

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