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cliffvb
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PostPosted: Fri Jan 16, 2009 10:44 pm    Post subject: Blocked calls from cel phone Reply with quote Back to top

A few months ago, my home Vonage line started blocking calls from my girlfriends cel phone (ATT wireless). When she called, she would get a message that said " Party you have reached is not accepting your calls at this time". The phone here would ring only once and if I picked it up, I would hear the same message, but not her. I called Vonage customer service. They made an adjustment and suggested that if the problem persisted it was an ATT problem. My GF called ATT and after checking their system they insisted it is a Vonage problem. We both hoped the problem would rectify itself but it has not. I can call her without any problem but her calls here are blocked unless I happen to be on the phone with someone else and I hear her trying to call in. It works fine then. Any ideas on what the problem is here and how to fix it?
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trekologer
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PostPosted: Sat Jan 17, 2009 11:30 am    Post subject: Reply with quote Back to top

What you described is pretty odd. So it might be best to check out the basics first. How do you have your telelphone(s) connected to your Vonage device? Do you have an answering machine (or a phone/fax machine that contains an answering machine) that might be answering your calls for you? Even if the answering machine was turned off, it could have turned itself back on if there was a power interruption.
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outerfire
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PostPosted: Sat Jan 17, 2009 12:17 pm    Post subject: Reply with quote Back to top

How about ACR? If that is turned on, and her Caller ID is being blocked either intentionally or unintentionally, I think that could be the source.
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VonTechMgr
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PostPosted: Sat Jan 17, 2009 2:29 pm    Post subject: Reply with quote Back to top

If ACR was turned on, his Vonage line would not ring as the Proxy does not send the Anonymous call to end user and there would be no way for the Vonage user to hear the message being played. The caller is instantly sent it to the ACR message where is terminates.

Yet, I do agree. It sounds like some sort of filter based upon her ANI. Almost sounds like one of those boxes that attach to the phone that can block unwanted phone calls(think it is called phone zapper or something) but not likely since user would be aware if he had one.

There is something I would like you to test if possible. Can you set up Simul-Ring to a cell phone or another line(not Vonage) and then have your girlfriend call your Vonage line. When her calls comes in, answer it on the call phone(non Vonage line). That is, even if there is enough time for your cell phone to ring because chances are it will not.

Does the issue still occur?

If issue is still present, then the problem is some sort of intercept early call termination between AT&T Wireless and the inbound partner carrier Vonage uses for your number.

This would have to be escalated within Vonage as Tech Support will not be able to assist. They can only help you with issues that reside between the Vonage telephone adapter and your modem. Anything network or carrier related must be escalated to higher levels which can open tickets with the carriers.

The truth is, this type of issue does have to be escalated within AT&T wireless because it really is an issue with them. Just as I told you that Vonage Tech Support would be of no help here, either would the Phone Jockies at AT&T. People who answer phones can only deal with the bare minimum basics like billing and general customer support. All switching and network related issues have to be handled by engineers behind the scene that do not speak with the customers. This is how it is in any company.
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outerfire
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PostPosted: Sat Jan 17, 2009 3:22 pm    Post subject: Reply with quote Back to top

Good info. I've not really done much with the ACR so I didn't think that process through. It just seemed odd that it worked fine under call waiting circumstances but not during regular circumstances.
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VonTechMgr
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PostPosted: Sat Jan 17, 2009 4:57 pm    Post subject: Reply with quote Back to top

Yes correct about the call waiting. One of the reasons why it sounds like some sort of call intercept piece of hardware connected to the phone / Vonage telephone adapter or even PC software used for call screening/ caller ID display.

In a call scenario with one of the above stated, when phone line is not engaged, this thing can intercept like an answering machine or fax machine could and does it based upon callers phone number. But when a line is engaged, an answering machine or fax machine cannot pick up and possibly something of this nature could not either.

Another fact is the Vonage user hears the message if picked up on the first quick ring. Again we go back to an answering machine which resides at customer premise. When call is answered by an answering machine, you could pick up a phone and hear the message. When a call terminates to a far end component such as a Voicemail system, the called party would not hear the message.

So a good test is still what I said before. Do a test with Simul-Ring. On the first test try to answer the Simul-Ring number without touching anything else. Then on the second test, unplug the RJ-11 phone plug from the back of the Vonage telephone adapter and do the same test again by answering the Simul-Ring number.

If on test 1, call is still intercepted by the message, it is an issue between AT&T wireless and Vonage's inbound partner carrier. This means it needs to be escalated within AT&T wireless and Vonage.

If on test 2, there is no issue answering the Simul-Ring number, this points to something connected to the Vonage telephone adapter that is identifying the callers phone number and playing that message. Check the phone's features, check if home wiring is in use to see if a PC's analog modem is connected and call screening software is running.
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cliffvb
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PostPosted: Sun Jan 18, 2009 3:35 pm    Post subject: Reply with quote Back to top

Thanks for the helpful suggestions. Checked all the connections as recommended. Turns out it was a callerID monitor connected to a phone that I forgot I even had. It was located in a spare room. Saw a "reject" button on the monitor that I also had never even noticed before. Pushed the button and one number was rejected-that was my girl-friends cel phone #. Deleted that from the reject list and all works fine now. Thank-you again for your help.
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