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Using 8x8, some callers get a busy signal when calling.

Posted on 2016-09-13
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Last Modified: 2016-09-15
Setup 8x8 in August, ported all the numbers over and set everything up internally.  All the internal routing works, call quality is good and has overall been a success.  Now I am hearing from my customer (small medical clinic) that they have people getting a busy signal when they call and they have resorted to contacting people's direct number to let them know they cannot get through.  Every time I try with any of my devices, I never have an issue, goes right to the greeting.  I have talked to a few people who had the issue, and when I have them call right back, I don't hear from them, and when I call them back, they say it was busy.

I have:
verified that the people are using their main phone number
tested it from 12+ different devices, land lines, cell phones.
The people calling in that get busy, call from many different devices, from other doctor's offices to home, all the major carriers.
Contacted 8x8 several times, their final answers thus far.
  1. not possible (but it's happening)
  2. router issue (call's aren't answered within my network with my understanding)
  3. we need to call the company that provided the numbers and ask them to do an E Number Scrub (not familiar)
Called ATT, their answers thus far.
  1. call 8x8
  2. never heard of an e number scrub

I have finger pointing and the Doctor's cross-hairs on me.  

Any thoughts on where to look, or whom I should talk with, or what I need to reference so they know what time talking about (number scrub a thing?)  To me it sounds like a routing issue, where something isn't updated, but I lack expertise past a phone block on a wall.
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Question by:Jason Ivey
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Expert Comment

by:Phonebuff
ID: 41798107
What are the logs telling you --

Are you just hanging devices of of the 8*8 platform, or do you have an IPBX handling SIP trunks -

If this were Asterisk I would suspect your busy was do to it not having anywhere t route the incoming call to meaning all lines / extensions were busy, and Call waiting / Auto Attendant / Voice mail were not configured.
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by:Jason Ivey
ID: 41798584
Hi Phonebuff,

We are completely on the 8x8 system.  Internet(Comcast) -> Router -> switch -> PC's and Phones.  They had an Internet outage, and when we called it was straight to their greeting.
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Phonebuff earned 2000 total points
ID: 41798593
Then you issue is not something you can solve.  It's in the logs and details of there system, and to get it resolved you may need to rely on your Service Level agreement with them, assuming you have one -
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Author Comment

by:Jason Ivey
ID: 41800050
Ok, thank you for the feedback.  8x8 is claiming it's not happening, but you pointed out the SLA which 8x8 has, so I will approach them with that.

Cheers!
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