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.
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.