HowTo - Configure IVR callbacks when more than one area code is considered a local call

PROBLEM

When IVR initiates a callback it will determine whether the call requires a 1 for long-distance, or 011 for international based on the saved callback number.  If the server resides in a region where multiple area codes are dialed as local, this can result in misdialed numbers as the 1 for long distance is added to the phone number. 

SYMPTOMS

In the device log for the outbound port you will see an error like the following:

Error: 2016-Apr-22 11:46:34.489   Mitel.Routing.Mitel.Implementation.ConferenceImplementation - Received CallFailedEvent due to Invalid Destination [16151231234]. (4006 - 10.47.34.85)

In the above example, 615 is considered local by the telephone service provider, however since 613 was configured as the local area code in YourSite Explorer the destination has included a leading 1 for a long distance call. 

WORKAROUND

There are two ways of working around this limitation.  The first would be to program the ARS Routing rules in your MiVoice Business to correct the outbound dialing digits after IVR has added the leading 1.  This is not the ideal solution in most cases since it requires a large amount of programming on the MiVoice Business.

The recommended workaround is to use a Variable Compare and Set Variable to determine the outbound digits needed.

1. Open YourSite Explorer and log in as a System Administrator account.
2. Click Variables, and then click the Add button at the top.
3. Call the new variable something intuitive such as ModifiedCallbackNumber. 
4. Add a description so others can see the purpose of the variable.
5. Set the Variable Type to Number.
6. On the left, open the IVR Routing section.  Select Subroutines.
7. Open the Outbound subroutine needing modification. 

• NOTE: If you use multiple forms of outbound callbacks you may need to add these changes to a voice, web, and abandon callback subroutine.

• NOTE:  This final variable compare ensures that 10 digit numbers have the digit for outbound dialing added, while other numbers (internal, for instance) will not.

What this means is:

• IF the callback number provided starts with any of the area codes you specified, the system will not attempt to evaluate whether it is long distance and will dial it as provided, adding a leading 8 if it is a 10-digit number.
• ELSE if the callback number provided does not start with any of the area codes you specified, the system will evaluate it as normal and append the 1 for long distance if needed.

APPLIES TO

MiCC IVR all versions