Queued Callback | Outbound Dial Code | Long-distance vs. Local

For Queued Callbacks to dial out successfully it must be programmed correctly in both the Chronicall/ACR software and the phone system. 

Chronicall/ACR

• Within Chronicall/ACR navigate to Multimedia Configuration>Mulitmedia Skills>Queued Callback Settings and find the "Outbound Dial Code"
  
  
  
  • NOTE: Common outbound dial codes include, but are not limited to:
    • 9
    • 91
    • 8
    • 81
    • 7
    • 71
• This presents an issue when the Multimedia server is attempting to dial calls to a long-distance phone number vs a local phone number
• If the outbound dial code is set to 91 and the Multimedia server is attempting to callback a local number it will (most likely) fail. This is where the phone system programming comes into play.

IP Office

• NOTE: The examples below are provided as a helpful hint. Any changes should be performed by an IPO engineer.
  • Excluding the '1' when dialing locals numbers with Automatic Route Selection (ARS):
    
    
    
    
  • Excluding the '1' when dialing local numbers with a shortcode programmed under the SIP extension user:
    
    
    
    
    • The examples above show how to exclude the '1' when dialing two common Utah area codes: 801 & 435
    • The phone system recognizes that when 91801 & 91435 are dialed to dial 9801 & 9435 instead
    • This would allow the "Outbound Dial Code" under the Queued Callback Settings to work for both long-distance and local phone number
      
      
      
      
      • Note: When using SIP trunking a '1' is generally not needed to make long-distance calls.
• If you are still having issues with Queue Callbacks going out, please refer to this article as well