I use a Callcentric account for my business with 2 DID's and 1 Toll Free number. For several years now I have had no problems. Monday I heard from a customer that he tried calling on Saturday and received the 'number cannot be completed as dialed or has been disconnected' announcement on his Verizon cell phone. I had him try again while in my store and we received the same announcement. This call did not show in my call records on Callcentric.
I tried to duplicate with my own Verizon cellphone with which I had no problems. I also had family members try still with no problems. At this point I reached out to Callcentric to let them know what was going on.
Tuesday morning I had a coworker try from his Verizon cell phone from which we got the same announcement. We tried my second DID (I use as a fax line) which did not work either. Next was my toll free number which worked as it should. This coworkers number has connected in the past with no problems so something has recently changed.
I conveyed these new developments to Callcentric at which point they told me that they were looking at it on their end. End of the day came and I asked for an update as this is a bit of a crisis for me. They told me that their underlying carrier has reached out to Verizon and resolution will depend on how fast Verizon responds to the ticket. "We apologize for the inconvenience but we currently do not see this issue to be problem on our end and doing our best to get Verizon to review the issue. An update will be provided as soon as we have more information."
As crazy as this sounds, both of my DID's received phantom calls from 12123794000 which had the CNAM of "Callcentric Who" on 4/7/17 at 2:35 PM, My fax machine rang and the CNAM registered whereas the main line routes through a Callcentric IVR and the call finished before it could be forwarded to my extensions. I also have a separate Callcentric account with a DID at my home which does show a missed call from "Callcentric Who" at the same exact time. I am going to guess that this is when the negative change occurred.
Is there any way that I can figure out what the problem really is? Is there any way to speed up resolution on this problem? Is there any way to prevent it from happening in the future? As it is interfering with my business, it is a big problem to me.
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