A Teltek customer located in Baltimore City was having an intermittent problem making outbound calls. When they dialed certain numbers, there was a delay and the call abruptly ended. Teltek contacted the customer’s service provider, Comcast, and opened a trouble ticket. Comcast ran tests and found no abnormalites on their end with the modem or circuit.
Mark Baugher, Teltek’s Head IP Engineer, logged into the customer’s Avaya IP Office Phone System remotely and could not find any problems with the equipment or system configuration. After making numerous test calls, he was able to determine that the problem only occurred when dialing phone numbers managed by Paetec, indicating a glitch in the Comcast-Paetec handoff of calls.
Teltek reported the discovery to Comcast, who worked with Paetec to change the call route between the two service providers and the problem was resolved. A call route is the path a phone call takes to get from the call initiator to the call receiver. If a breakdown occurs at any point in the route, the call may not reach it’s destination or even get out of the station.
Do you have any phone system or service provider challenges? Get off your caboose and Call Teltek today to get to the bottom of it. Our crack team of certified telephony/technology engineers will investigate the situation and get you back on track!