 rtfm
join:2005-07-09
Washington, DC |
rtfm
Member
2021-May-29 11:18 am
[CallCentric] Need an alternative to Callcentric
I alas need a replacement for Callcentric. While in general their offering is good, and fulfilled, in this case I have been engaged in an endless battle to get a working system for ~2 years. (I will continue to recommend them for simple configurations..) Their support system makes it impossible to make any progress. They have a Chinese Wall in place; the sole portal is "Open a ticket.." The trouble with that is you hear from whoever is on that shift, with nil long-term continuity.
There is no posted email nor phone to reach someone up the ladder. As a result, I've gotten a series of kludged responses that fail to fulfill our requirements.
My clients have two residences: one in Massachusetts, and a summer one on the coast of Maine. Sometimes both places are occupied. We have several DID's for them, in each NPA and also one in DC.
a) We need the DID's to appear at both places.
b) Both should ring on incoming calls, and call out on each DID.
c) If one has a broadband outage, service should continue at the other location.
I have 202's at each place. To have correct 911 addresses, we must have separate CC accounts. CC did the magic to make it possible for the ME account forward to the MA.
BUT, CC has told me multiple configurations that each fail on the above requirements. When I go back to them, I get a different answer.
So I ask:
1) Can anyone provide a way of reaching a specific person at CC to seek a real solution from them?
2) Failing that, any suggestion for another, more accessible carrier, who would could fulfill our requirements?
|
|
| |
I think that all of the requirements are achievable by using CC subaccounts (the CC term for subaccounts is Extensions)....
Except for the 911 addresses.
Unfortunately, I don't think that an alternative such as Voip.MS will help you with the 911 address situation either, because with Voip.MS each 911 address is tied to a specific DID. So that presents its own issues for your clients.
It's a complex matter as you know.
-----
This of course being a holiday weekend, it is probable that for [any] provider, potential recommendations as to executive contacts would occur next week.
|
|
| |
to rtfm
Your post is a bit vague, but based on what you have posted so far, it doesn't seem complicated and does not require 'magic'.
You set up one account for MA and one for ME. Each has two extensions e.g. 101 and 102; incoming calls ring both.
In MA, using two SPx, the OBi registers to 101 on each account. Incoming calls on either ring both PH ports. Normal outbound calls (including 911) go out on the MA account. Dialing 0 before the area code sends the call on the ME account, thus sending the ME number as caller ID.
In ME, using two SPx, the OBi registers to 102 on each account. Incoming calls on either ring both PH ports. Normal outbound calls (including 911) go out on the ME account. Dialing 0 before the area code sends the call on the MA account, thus sending the MA number as caller ID.
You have voiced dissatisfaction but did not say what's wrong. Is something that once worked now broken? Intermittent reliability or quality issues? Attempting a new setup for which you need help, or which requires special configuration at their end? And how are they mishandling the ticket (auto closing, refusing to escalate)? Callcentric's CTO, Gregory, is a member here with user name Iscream. Though he has not visited in 11 weeks, I am reasonably sure that if you PM him, he will get an email and respond.
What is the situation when both places are occupied (one is rented out, friends or relatives staying there, family not traveling together)? How should the phones behave? This could be somewhat complex, if you don't want the renter to get calls for the family, but still want 911 (including possible callback) to work properly. |
|
rtfm
join:2005-07-09
Washington, DC |
rtfm
Member
2021-May-29 5:30 pm
What's wrong is their suggested solutions don't work.
One requirement is both location work.
Another requirement is to minimize the spring/fall changes.
The places are never rented out, so that is not an issue.
**n +10D handles originating on the desired DID.
Now: The DID's are mapped into the ME accounts.
This year's approach:
In ME, each DID uses a Call Treatment to forward to a local extension, i.e. Obi, and the 1777xxx for MA.
The MA account at present has no IP service; ergo no extensions registered. But now every call immediately goes to the MA voicemail. This even with the VM allegedly turned down.
(Plus, I've not yet confronted how to play back messages from MA's vm when you are in ME.)
CC 911 goes out not via the visible DID; CC uses a "secret" DID for each account & 911 goes out via it. It also enables the account for callbacks for ?30? minutes so a customer can't be robocalled.
Thanks for the CTO referral; I sent him a message. |
|
1 edit |
said by rtfm:(Plus, I've not yet confronted how to play back messages from MA's vm when you are in ME.) 1) Dial the phone number (DID) in question. 2) When the voicemail announcement begins, press the [*] key. 3) If you have multiple extensions set up, it will ask you for the 3-digit extension number (such as 100, 101, etc). 4) After that it will ask for the numeric PIN, then you can play the messages, record a new announcement, change your other options, etc. Alternatively you can access messages on the website (dashboard/portal) and play them, store them as MP3, etc. And another choice is to have the voicemails as MP3 files sent to your email---up to 3 different email addresses in fact. Read the friendly website: » www.callcentric.com/feat ··· ice_mail |
|
| PX_Eliezer |
to rtfm
said by rtfm:The MA account at present has no IP service; ergo no extensions registered. But now every call immediately goes to the MA voicemail. This even with the VM allegedly turned down. There are two considerations: 1) Call Treatments as you know. » my.callcentric.com/call_ ··· ents.phpTreatments are prioritized top-to-bottom. 2) Call Forwarding rules. This potentially OVERRULES the Call Treatments, so you need to look here too. » my.callcentric.com/pref_ ··· ward.php----- I can't speak for anyone else but it's important to make clear that at present, neither Callcentric nor Voip.MS (nor most of the other providers) have chosen to have an official representative in this forum. The extreme opposite example was FutureNine which did not have much customer service but which used this forum to resolve problems. But that's a whole different story. |
|
| |
to rtfm
said by rtfm:What's wrong is their suggested solutions don't work. What is wrong with my simple solution? Are you trying to do this with one SPx? If so, please explain. said by rtfm:Another requirement is to minimize the spring/fall changes. Why do you need any? Please describe the desired behavior differences. |
|
carlm
join:2014-09-29
united state |
to Stewart
said by Stewart:Your post is a bit vague, but based on what you have posted so far, it doesn't seem complicated and does not require 'magic'. I like your solution. said by Stewart:You set up one account for MA and one for ME. Each has two extensions e.g. 101 and 102; incoming calls ring both. @rtfm: This requires simultaneous ring call treatments, one for each account, in the Callcentric user portal. said by Stewart:In MA, using two SPx, the OBi registers to 101 on each account. Incoming calls on either ring both PH ports. @rtfm: Whether or not incoming calls on either account ring both PH ports is a matter of choice. See what your client prefers and set the OBi inbound call routes accordingly. Applies to both MA and ME. @rtfm: Why not just use Stewart's solution? I believe it meets all of your requirements. |
|
| |
Agree with carlm. And the OP was offered similar suggestions several months ago. » [General] Callcentric shortcomings/alternatives |
|
rtfm
join:2005-07-09
Washington, DC
1 edit |
to PX_Eliezer
said by PX_Eliezer:1) Dial the phone number (DID) in question.
2) When the voicemail announcement begins, press the [*] key. The DID rings the ME vm account vs. the MA one. |
|
rtfm
1 edit |
to Stewart
We need at the least to move the voicemail from one location to the other. The *123 default voicemail retrieval only works within each account.
Ideally, that would be the only change needed.
Yes, we can/do retrieve voicemails via the web interface. They can/do log into either account.
It's the phone retrieval I was discussing. |
|
| rtfm |
to Stewart
said by Stewart:What is wrong with my simple solution? Are you trying to do this with one SPx? If so, please explain. If by SP's, you refer to in the Obi's, I have three SIP accounts on each Obi; one per DID. Each gets a 17778xxxxxxx number from its CC Extension definition. The Obi+CC revert to the same DID, the 212, at both locations. Outgoing via others use **n. |
|
| |
said by rtfm:If by SP's, you refer to in the Obi's, I have three SIP accounts on each Obi; one per DID. But you have already mentioned 4 DIDs; MA, ME, DC, NY. I recommend using only two SPs, one for each CC account. Then, use VGs as outbound-only trunks for sending other caller ID values. said by rtfm:We need at the least to move the voicemail from one location to the other. I would try set up the system so there is only one voicemail box, accessible from either location at any time. Unfortunately, I don't have a clean solution -- maybe a Callcentric user reading this will propose something better. Assume that the voicemail box is on the MA account. The Call Treatment on this account is straightforward, Simultaneous ringing of the extensions at both locations, with failover to voicemail. On the ME account, Simultaneous ringing has three entries, one for the extension in ME, one for the extension in MA, and one for a 'special' extension on the MA account. This special extension is never registered, but a Call Treatment catches the call and specifies Hunting, ringing 14082691999 for e.g. 25 seconds then routing to (MA) voicemail. Unfortunately, I can't think of a way to kill time without calling an external number. Ringing a dummy extension doesn't work; the system is 'too smart' and exits immediately if the extension isn't registered. I did check simultaneous ringing of two extensions with one unregistered and the other does continue to ring normally. I unfortunately don't have two CC accounts to test with, but believe that a much simpler solution could be had by doing almost everything on the MA account, with the ME account used only for 911 and outgoing. This might be an issue if something went wrong that only affected incoming. The user wouldn't notice anything wrong, but a callback from 911 would fail. There may be a way to set up the OBi so there is no dial tone if the ME account fails to register. A possible use for summer vs. winter switching: If the internet is down in the house where the user is, you may want to send incoming calls to his mobile. But if the internet is down only in the unoccupied house, incoming calls should ring in the occupied one normally. |
|
rtfm
join:2005-07-09
Washington, DC |
rtfm
Member
2021-May-31 5:26 pm
But you have already mentioned 4 DIDs; MA, ME, DC, NY. The 911 account is invisible to the users. Dial 911 on any CC DID on the box and it internally routes the call to its 911 DID. I recommend using only two SPs, one for each CC account. Then, use VGs as outbound-only trunks for sending other caller ID values. Why? Not sure what a VG {virtual group?} is. If this is a Obi feature, I'd rather keep the complexity in CC not Obi-land. Since each Obi knows only about one CC account, it's trivial. Plus, with one SIP on each OBI, how will the users know which DID in incoming call originated from? (Distinct ring cadences do that now.) I would try set up the system so there is only one voicemail box, accessible from either location at any time.
Unfortunately, I don't have a clean solution -- maybe a Callcentric user reading this will propose something better. Nor do I, but that's a secondary issue to a stable configuration usable at both locations. |
|
| |
said by rtfm:I'd rather keep the complexity in CC not Obi-land. Sorry, but I completely disagree. You are attempting a setup at (or perhaps beyond) the limits of CC's documentation, asking CC to do your job, then complaining bitterly when they don't perform as you would like. said by rtfm:My clients have two residences Are you a telephone professional? If so, read what the systems can do and design the configuration accordingly. If you are e.g. their attorney or their plumber and have offered to take on this project, post your requirements and technical questions here and we'll try to help you out. I had a very simple and robust configuration in mind, but with each post you add new requirements. They live in MA, have a summer place in ME, presumably have a business or university connection to DC, yet want to send a 212 (Manhattan) number as the default? And, you just brought up that incoming calls need to identify the called number. By four distinctive ring tones? Is this for business vs. personal, so they can answer accordingly? Or his vs. hers, so the right person comes to the phone? Based on your description, it seems like your clients are well off. Why are you trying to do this on the cheap? Get them some decent IP phones where the flashing line button identifies the called number, and they push the appropriate button to send a specific caller ID. I'm a migratory bird myself and have learned from experience about the various issues. Although we decided that a PBX was needed, your clients' situation is simpler and I believe can be done well with the equipment and service you already have. |
|
|
carlm
join:2014-09-29
united state |
to rtfm
said by rtfm:I'd rather keep the complexity in CC not Obi-land. said by Stewart:Sorry, but I completely disagree. You are attempting a setup at (or perhaps beyond) the limits of CC's documentation, asking CC to do your job, then complaining bitterly when they don't perform as you would like. I have to agree with Stewart. Most but not all retail BYOD ITSPs will help you to configure a SIP client to make and receive calls and access voicemail. You are expecting Callcentric to design a complete system for you, gratis. That's not a realistic expectation IMO. A word about voicemail: With Stewart's proposed system and Callcentric's default of a shared mailbox, each location can access voicemail for each account. The fact that each account has its own voice mailbox means that the client knows which number was called. Yes, it takes two calls to *123 to get voicemail for both accounts, but I don't see that as a significant problem. |
|
| |
I agree with Stewart and with carlm.
-----
And I thank Callcentric for several years of excellent feature-rich service for my home and for my medical office. |
|
 SysOp
join:2001-04-18
Atlanta, GA |
to rtfm
OP; step up to full featured hosted PBX and you can have all of that, and more. |
|
rtfm
join:2005-07-09
Washington, DC |
to Stewart
quote:
You are attempting a setup at (or perhaps beyond) the limits of CC's documentation, asking CC to do your job, then complaining bitterly when they don't perform as you would like.
Actually, I've followed their configurations repeatedly. It's just they keep changing them... quote:
Are you a telephone professional? If so, read what the systems can do and design the configuration accordingly. If you are e.g. their attorney or their plumber and have offered to take on this project,
I'm an EE with 35+ years in/around telecom/datacom. IW was R/G/Y/B, none of this twisted pairs stuff. My issue with CC is so much of the help is hidden. For example, I was locked out of several accounts until I found out they have character restrictions on passwords. (i.e. no punctuation marks.) But the password changes were not rejected when I set them; rather accepted but then not usable to log in again. This limitation was NOT visible when searching help on "password." I was sent a FAQ URL about that, and there it was. (But since I can't readily see closed trouble tickets, I don't have that URL to share now.) quote:
I had a very simple and robust configuration in mind, but with each post you add new requirements. They live in MA, have a summer place in ME, presumably have a business or university connection to DC, yet want to send a 212 (Manhattan) number as the default?
Sorry, the 212 was a typo for 202. The sole NYS# is the hidden 911. Three DN's: DC, MA, ME. quote:
And, you just brought up that incoming calls need to identify the called number. By four distinctive ring tones? Is this for business vs. personal, so they can answer accordingly? Or his vs. hers, so the right person comes to the phone?
Sorta both; one line is for him only, so it's helpful to have distinctive ringing. Plus, it rings on the 2nd OBi port. quote:
Based on your description, it seems like your clients are well off. Why are you trying to do this on the cheap? Get them some decent IP phones where the flashing line button identifies the called number, and they push the appropriate button to send a specific caller ID.
I'd not call them wealthy, but they are older and not that flexible in their thinking. They prefer their single-line Panasonic cordless phones. They thought a 2500 was ugly. quote:
I'm a migratory bird myself and have learned from experience about the various issues. Although we decided that a PBX was needed, your clients' situation is simpler and I believe can be done well with the equipment and service you already have.
I hope so. |
|
 bbbc
join:2001-10-02
NorthAmerica |
to rtfm
Use GV 911 with multiple DIDs on same Callcentric accountCallcentric with multiple DIDs on same account and Enhanced 911 via GV 911 - » www.gv911.com . » [CallCentric] OBi dial plan solution for GV911 & Callcentric |
|
| |
The problem remains AFAICT: The GV911 service (run by the "Bulk" folks) have one (1) validated address per phone number (DID), just as is true with other companies. |
|
bbbc
join:2001-10-02
NorthAmerica
2 edits |
bbbc
Member
2021-Jun-3 10:29 pm
said by PX_Eliezer
The GV911 service (run by the "Bulk" folks) have one (1) validated address per phone number (DID), just as is true with other companies. You can have multiple DIDs with GV911 as I do on the same account, you pay $12 per year for e911 on each DID. Each $12 gives you a new / different address for Enhanced 911. |
|
| |
I think you're possibly missing the point, read the thread from the beginning.
The OP wants one DID to serve multiple locations.
Actually we could say he wants multiple DID's to serve multiple locations, but [each one] of those individual DID's would nevertheless need to correspond to [multiple] locations, presenting a mess for 911.
Otherwise this would be easy as pie for Callcentric or other fine providers. |
|
taoman
Premium Member
join:2013-09-13
Seattle, WA |
to rtfm
Re: [CallCentric] Need an alternative to Callcentricsaid by rtfm:a) We need the DID's to appear at both places.
b) Both should ring on incoming calls, and call out on each DID.
c) If one has a broadband outage, service should continue at the other location. Have you looked at PhonePower? If memory serves, you can have 4 simultaneous registrations to the same account/number. DIDs would appear in both (up to 4) places and both would ring and be able to call out on that account/number from each location. E911 is per line. |
|
| |
to rtfm
said by rtfm:My clients have two residences: one in Massachusetts, and a summer one on the coast of Maine. Sometimes both places are occupied. We have several DID's for them, in each NPA and also one in DC. I use OBi202s, an IP phone, and softphones with one VoIP.ms account to serve 4 homes (AZ, MO, VA) and 1 nursing home suite (MO) with full phone service, including e911 at each location and TLS call encryption between the user agents and VoIP.ms. These are family members that would otherwise not have a landline for the usual reasons; otherwise, they would/should have their own accounts for autonomy and to spread the points of failure around... if they knew how. Their DIDs can ring anywhere, but each site uses its e911-enabled DID for outbound CallerID for 911 location service. I've documented my OBi usage here: » [Voip.ms] One way to skin an OBi...If you are selling support, I expect you have already investigated VoIP.ms. OE |
|
rtfm
join:2005-07-09
Washington, DC |
rtfm
Member
2021-Jun-5 12:10 pm
I had a long conversation with CallCentric, and I'm happy to report that I believe I've closed the communications gap that was the root of the issue.
Now that they better grasp the end goals, they have proposed an overall solution.
The Primary account has the 3 DID's. The Obi there shall have 3 extensions, one for each DID. 911 comes via the usual CC system.
The second OBI shall have 3 more extensions from the same account. In addition, the 100 default on the second account will be the designated Obi 911 route.
This configuration should fulfill all our basic requirements. I'm working to get the off-season Obi temporally moved to somewhere with connectivity so I can configure/test it. |
|
| |
said by rtfm:The Primary account has the 3 DID's. This sounds similar to what I had recommended, but I'm curious about the details. For each DID: Which phone ports on the OBi should ring? Which ring tone should be used? Does the new system use just one mailbox? If so, do you have a way to have separate greetings for business vs. personal? If using multiple mailboxes, do you have a simple way to check them all at once? |
|
rtfm
join:2005-07-09
Washington, DC |
rtfm
Member
2021-Jun-5 2:41 pm
The new part to me is using the Obi's 911 steering + CC's back end.
One mailbox is sufficient; if necessary, I suppose there's a way to segregate them. |
|
