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 > Multimedia Skills > Queued Callback Settings and find the "Outbound Dial Code."

  

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  Note

  Common outbound dial codes include, but aren't 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 call back a local number, it will (most likely) fail. This is where the phone system programming comes into play.

IP Office

• Excluding the '1' when dialing local 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 and 435.

  • The phone system recognizes that when 91801 and 91435 are dialed, it should dial 9801 and 9435 instead.

  • This allows the "Outbound Dial Code" under the Queued Callback Settings to work for both long-distance and local phone numbers.

    

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    Note

    When using SIP trunking, a '1' is generally not needed to make long-distance calls.

If you're still having issues with Queue Callbacks going out, please refer to this article as well.