When calling a Toll-Free number from your VoIP line it is not completing, but if you call the same Toll-Free number from an off-net line it completes. The Most likely issue is the caller ID you are sending in your invite.
Most Toll-Free providers require that calls to them have a valid Caller ID, as they use that number or the charge number to determine what rate center the caller is calling from. The reason for this requirement is that toll-free numbers can be restricted to callers in specific geographical locations. When a Toll-Free number is restricted by region, the region might be a country, a province or just one town (or a few).
Caller ID reasons that will cause a call to fail if the called Toll Free has ANY calling restrictions. ThinkTel is unable to confirm what the calling restrictions are on a Toll-Free number unless we own the number.
- If you are sending less than 10 or 11 digits (Just an extension)
- If you are not sending a valid 10- or 11-digit number. (444-555-123)
- If you are sending a Toll-Free number as the caller ID. (More info below)
Most toll-free number providers require that calls to them are from non-toll-free numbers as they use that number as a charge number to determine what rate center the caller is calling from. The reason for this requirement is that toll-free numbers can be restricted to callers in specific geographical locations. This is not a function of our switch and is an industry standard across many of the top-tier providers.
You can sometimes complete calls to a Toll Free from a Toll Free, but this depends on the configuration of the called Toll Free (Most don't allow). Certain allowance can be made for the call completion to all Toll-Free numbers such as using a Custom Calling Party Number (Custom CPN).
We can accommodate them by allowing them to use a custom CPN so that they can complete the calls. To take advantage of this setting the customer may have to alter their local dialing plan to change the calling party number if it is set to a toll-free number by default. Or if it is a hosted number, please contact us and we can change for you.
Our default setting in our switch is for "Owned DN" meaning you can only use the custom CPN as a number that is on your trunk/pilot. Using a custom CPN not associated with your account number/SIP Trunk will require you to contact the support department by submitting a request via https://helpcentre.thinktel.ca/contact-us or you can contact us by phone at 866-928-4465 Options 1-3-1
Please note that certain restrictions may apply.