No Incoming Calls Received from Particular Provider
dryland:
Hi, I have been lurking here for a few months, since shortly before I cut the cord from my old service provider and purchased an obi 200, and this forum helped me through the decision-making process and initial growing pains of VOIP. I'm hoping that someone here can help me through a problem that cropped up last week.
First, my stats: Obi 200, Google Voice, with CallCentric 911 service
Last week, my mother switched her landline provider from AT&T to a local provider (my city owns and provides video, phone, and internet services). After she switched to the local provider, we discovered that she was unable to contact me using her new landline. I do not receive her landline calls at all...no ringing, no voicemail, no nothing. On her end, she hears a prerecorded/standard message saying that I am unavailable to take her call. (I did not set up that particular message, nor have I blocked anyone, much less my mother. ) I've checked the obi's Status>Call History and there is no record of a call from her landline...it's like it never happened. Her landline does not appear in the History of my GoogleVoice account either. She is, however, able to contact me just fine via her AT&T cell phone. A friend also has service with this local provider and experienced the same result when trying to call me via landline. I seem to receive calls from all other providers and can call out without any problems. The Incoming Call issue seems to exist between my obi/GoogleVoice and the local provider only.
I have reset and rebooted my obi, deleted the device and reinstalled, and double-checked that GoogleChat was set for forwarding calls, my Google Voice number is still active and the correct Google account is selected,, and Inbound CallRoute is to "ph." Everything seems to be in order. However, I'll be the first to admit that this stuff is over my head. Any advice would be greatly appreciated.
Thank you!
SteveInWA:
Hi:
This symptom happens occasionally with these small telephone carriers. That carrier isn't properly routing their outbound calls to Google Voice. Somewhere, in the string of several carriers between them and Google's carrier, the call is failing. You will need to get her, or one of your other callers using that carrier, to troubleshoot the call starting from their end. Google can't help in these cases, since the calls are not reaching their switch.
dryland:
Thanks so much for your reply, SteveInWA. That would never have occurred to me. I'm grateful to at least have a solid starting point to try to fix this.
Thanks again!
SteveInWA:
You're welcome. There is one thing that is suspicious, though. You described the message that the caller hears a stating that you are unavailable for a call. That's not what I would expect the caller to hear, unless it's something unusual that their carrier is playing. Typically, the caller should hear a "Your call cannot be completed at this time..." message, or a "The number you called is disconnected or not in service..." message, often with a switch identifier at the end of the message like "WA 123". The message would usually be prefaced with a Special Information Tone, or SIT, like this: https://en.wikipedia.org/wiki/Special_information_tones
If you can get the exact words spoken in the message, and have the caller contact that telephone company with the issue, they should be able to trace the calls outbound from their switch.
On the other hand, if you can get a recording of the message and/or hear it yourself, listen carefully to the voice. Then, listen to this recording of Kiki, the woman who records all of the Google Voice messages, to see if they are the same person or not: http://googlevoiceblog.blogspot.com/2010/06/new-voice-of-google-voice.html
dryland:
The message that my mother hears is "Telephone number xxx-xxx-xxxx can't take your call at this time. At the tone, please leave a message or simply hang up." Neither my phone nor my tablet can play that vid/sound file, but I appreciate the effort!
I went to my mom's house today and called her provider (using her landline) to discuss the issue. The tech called my number and heard the message (I could hear it over the speaker). He did whatever is involved to check the system (after hanging up with me) and noted that everything seemed to be working on their end, but then asked me about it being a forwarded number. I really couldn't go too deep into that, but I did my best to explain how, yes there is a forwarding aspect to it and GoogleChat, my number, and obi work in concert together to immediately ring my landline phone (as well as forwarding to my cell, which always rings within one second of the landline). I also noted that other providers' calls work seamlessly using this method. He opened a ticket for another tech to look into it and told me to expect a phone call (on my cell! :)) tomorrow.
Crossing my fingers...
Thanks again. I'll let you know if anything fruitful comes of this.
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