bridge transfers failing to call 800 numbers?

[chad]

Hi Support,

Our company has an 888 number, and I was doing some testing doing a bridge transfer to it, but it fails with the following generic message:

Code: Select all

Makecall Failed: General Failure - 0x10f.
VXI::disconnect_element()
Disconnect
Disconnecting On Channel 82

I also tried another 800 number I had and got the same error. However, bridge transfers work fine when going to my cell phone or some other non 800 number. Any idea why this is happening?

Thanks,

Chad

[support]

Hi Chad,

Are you doing a bridge transfer from an 800 number to an 800 number?

US phone companies do not allow transfers to another 800 number from IVR calls that came in on an 800 number.

However, it is possible to do 800 to 800 forwarding. Please check with your sales representative about having this implementation done for you.

Regards,
Plum Support

[chad]

Are you doing a bridge transfer from an 800 number to an 800 number?

Actually no, the "from" number is just a regular non 800 number (i.e. my home phone, cell phone, etc).

[support]

Hi Chad,

There seems to be a slight misunderstanding. The "from" number (the phone number that you are calling from to start the IVR call) doesn't make a difference in this case.

Our question is this:

Are you dialing into an 800 number (with an IVR application script attached to it) and somewhere within your IVR code, then transferring out to an 800 number?

Regards,
Plum Support

[chad]

Yeah sorry, by "from" I meant the "from" in the transfer element, i.e. the "ani" value, like below (note that these are just fake numbers below obviously):

Code: Select all

<vxml version="2.0" xmlns="http://www.w3.org/2001/vxml">
    <form>
        <block>
            <prompt>Please hold while we connect you to our office.</prompt>
        </block>
        <transfer name="xfer"  bridge="true" connecttimeout="20s" dest="tel:+18881231234;ani=1234567890"/>
        <block>
            <disconnect/>
        </block>
    </form>
</vxml>

This is actually an outbound call that I'm making. What's happening specifically, is that the caller id of the call is being set to our 888 number, and the call is being sent out via your outbound call api. And then if we want to connect the callee back to us, we're doing the transfer with the callee's caller id as the "from" number (i.e. the value of "ani" above) and our 888 number as the "to" (from above). This same thing works perfectly if an 800 number isn't being used.

Thanks again,

Chad

[support]

Hi,

Our IVR outbound lines use toll-free lines to dial out to callers, which is why you cannot transfer back to a toll-free number from this same IVR outbound call.

As mentioned from an earlier post, US phone companies do not allow transfers to another 800 number from IVR calls that came in on an 800 number.

Plum offers custom IVR development to develop a solution for what you're trying to do. To inquire about this, please contact your sales representative.

Regards,
Plum Support