Unofficial magicJack Forum

Unofficial magicJack Forum

Your Unofficial magicJack and magicJack Plus phone service information resource
 FAQFAQ   SearchSearch   MemberlistMemberlist   UsergroupsUsergroups   RegisterRegister 
 ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 
800 doesnt connect using nagicjack

 
Post new topic   Reply to topic    Unofficial magicJack Forum -> Magic Jack Technical Support
View previous topic :: View next topic  
Author Message
jeffnyc
Dan isn't smart enough to hire me


Joined: 17 Nov 2007
Posts: 336

PostPosted: Thu Feb 21, 2008 2:19 pm    Post subject: 800 doesnt connect using nagicjack

Tried calling 1-866-562-7848 (KMart toll free). If I dial with mj it just rings and rings, if I dial with another provider it goes through and connects normally
Back to top
View user's profile Send private message
HolmanGT
MagicJack Sensei


Joined: 08 Jan 2008
Posts: 1127
Location: Saint George, UT

PostPosted: Thu Feb 21, 2008 2:32 pm    Post subject:

jeffnyc,

Same here, area code 435.
Back to top
View user's profile Send private message
gooney
Dan isn't smart enough to hire me


Joined: 09 Feb 2008
Posts: 382
Location: Salt Lake City, Utah

PostPosted: Thu Feb 21, 2008 6:48 pm    Post subject: Re: 800 doesnt connect using nagicjack

jeffnyc wrote:
Tried calling 1-866-562-7848 (KMart toll free). If I dial with mj it just rings and rings, if I dial with another provider it goes through and connects normally

Yup, it just ring none stop on my end aswell

EDIT: Found the answer... scroll down.


Last edited by gooney on Thu Feb 21, 2008 9:36 pm; edited 2 times in total
Back to top
View user's profile Send private message
jeffnyc
Dan isn't smart enough to hire me


Joined: 17 Nov 2007
Posts: 336

PostPosted: Thu Feb 21, 2008 7:53 pm    Post subject:

anyone know why?
Back to top
View user's profile Send private message
gooney
Dan isn't smart enough to hire me


Joined: 09 Feb 2008
Posts: 382
Location: Salt Lake City, Utah

PostPosted: Thu Feb 21, 2008 9:12 pm    Post subject:

jeffnyc wrote:
anyone know why?


I am looking into this also... 1-800 numbers works for me with MJ but not the 1-866 numbers.

EDIT: I found the answer... scroll down


Last edited by gooney on Thu Feb 21, 2008 9:35 pm; edited 1 time in total
Back to top
View user's profile Send private message
curiousgeorge
Dan isn't smart enough to hire me


Joined: 23 Jan 2008
Posts: 193
Location: California

PostPosted: Thu Feb 21, 2008 9:13 pm    Post subject:

http://www.phoneservicesupport.com/need-help-t573.html

Maybe this will help or at least try to explain the situation there are a few diffrent post's on this issue, try to search the forum for the best answer,but FYI its a problem on MJ's side that hopefully will get resolved if enough people complain about it(hint,hint Wink ) use the MJ live chat and give them the number you are trying to dial make sure you tell them it works on your landline,cell,neighbors landline and cell but not on your MJ they will send that number to their techs.
for troubleshooting (simply put they need to update/configure their servers to work with these problematic numbers) all part of the beta testing thats being done by us the customers. Hey Dan B. throw some of that tech support money this way. Wink
Back to top
View user's profile Send private message
gooney
Dan isn't smart enough to hire me


Joined: 09 Feb 2008
Posts: 382
Location: Salt Lake City, Utah

PostPosted: Thu Feb 21, 2008 9:31 pm    Post subject:

Ok i found the answer... If the first 3 digits of any 7 digit number is the same as an area code, MJ will treat it as one... For example 1-866-562-7848 (KMart toll free), the 562 number is the same as the Long Beach, California area code... Same goes for your local numbers, You can get through your local number though by entering your local area code first.

ahhhhh MJ needs to fix this
Back to top
View user's profile Send private message
Stewart
Dan Should Pay Me


Joined: 13 Nov 2007
Posts: 663

PostPosted: Fri Feb 22, 2008 12:50 am    Post subject:

IMO, this problem is not related to specific exchange codes. For example, calling 866-562-7228 (Yahoo!) works just fine from MJ, even though 866-562-7848 (Kmart) fails. Likewise, 800-426-4333 (IBM) is ok, but not 800-426-7378 (another IBM number).

What is actually happening is this: Large toll-free users often negotiate contracts with their carriers where they are not billed during the initial IVR phase of a call (until the caller selects what service he wants, or sometimes until he is connected to a human). With traditional bulk phone service using multiple "dumb" T1 lines, the toll-free user would not signal "answer supervision" until the call had progressed to the point where billing should start. Although modern systems have eliminated the need for this kludge, the practice is still quite prevalent. If you call one of the problem numbers from a cell phone or IP phone that displays when a call is actually answered, you won't see "connected" until you have given the appropriate responses to the automated system.

Now, MJ is using an intermediate carrier to terminate toll-free calls; they have a configuration problem where they play an audible ringing signal until they detect "answer", rather than playing the audio from the customer's automated system. They also fail to send any DTMF tones to the system, so the caller cannot control it. As a result, the caller just hears ringing until the system eventually times out and disconnects.

I have reported the details about this to Amange; I believe that he understands the problem but it has obviously not been fixed. It's not clear why -- MJ receives a portion of the toll charges that Kmart or other toll-free users pay to receive such calls, so MJ would make more money if this worked properly. Of course, it would also make for happier MJ customers.

The good news is that there are many ways to make toll-free calls over the Internet without charge to the caller, e.g. Skype, FWD, Gizmo, Yahoo!, Grand Central, etc. AFAIK these other services do not suffer from this problem.
Back to top
View user's profile Send private message
gooney
Dan isn't smart enough to hire me


Joined: 09 Feb 2008
Posts: 382
Location: Salt Lake City, Utah

PostPosted: Fri Feb 22, 2008 2:15 am    Post subject:

Stewart wrote:
IMO, this problem is not related to specific exchange codes. For example, calling 866-562-7228 (Yahoo!) works just fine from MJ, even though 866-562-7848 (Kmart) fails. Likewise, 800-426-4333 (IBM) is ok, but not 800-426-7378 (another IBM number).

What is actually happening is this: Large toll-free users often negotiate contracts with their carriers where they are not billed during the initial IVR phase of a call (until the caller selects what service he wants, or sometimes until he is connected to a human). With traditional bulk phone service using multiple "dumb" T1 lines, the toll-free user would not signal "answer supervision" until the call had progressed to the point where billing should start. Although modern systems have eliminated the need for this kludge, the practice is still quite prevalent. If you call one of the problem numbers from a cell phone or IP phone that displays when a call is actually answered, you won't see "connected" until you have given the appropriate responses to the automated system.

Now, MJ is using an intermediate carrier to terminate toll-free calls; they have a configuration problem where they play an audible ringing signal until they detect "answer", rather than playing the audio from the customer's automated system. They also fail to send any DTMF tones to the system, so the caller cannot control it. As a result, the caller just hears ringing until the system eventually times out and disconnects.

I have reported the details about this to Amange; I believe that he understands the problem but it has obviously not been fixed. It's not clear why -- MJ receives a portion of the toll charges that Kmart or other toll-free users pay to receive such calls, so MJ would make more money if this worked properly. Of course, it would also make for happier MJ customers.

The good news is that there are many ways to make toll-free calls over the Internet without charge to the caller, e.g. Skype, FWD, Gizmo, Yahoo!, Grand Central, etc. AFAIK these other services do not suffer from this problem.


I guess i didnt investigate hard enough lol... You did a good job... Well done and now we know... Thanks!!! Wink
Back to top
View user's profile Send private message
Stewart
Dan Should Pay Me


Joined: 13 Nov 2007
Posts: 663

PostPosted: Sat Mar 01, 2008 10:05 pm    Post subject: Fixed!

The good news is that MJ has fixed the problem described in this thread. I made some test calls to a variety of toll-free numbers; there were no problems accessing and controlling the automated systems.

The bad news is that the new carrier (Choice One) insists on sending their own ANI on such calls. This is presently 585-698-1xxx (Rochester, NY). While some toll-free customers use Caller ID to locate a caller's account, route the call to a regional call center, etc., many use ANI instead. If you are on the west coast and call a TV show voting line, you may just get a message that voting is closed, because it's three hours later in the East. Or, if you call your credit card company, they may not see your phone number and will ask you for additional authentication information.

So, it's not clear whether the number of complaints will go up or down.

Some test numbers that may be useful:

800-437-7950 Reports your ANI.
866-692-6447 Reports your Caller ID. The announcement says "your ANI is", but it's really your Caller ID. It's not meaningful to block Caller ID on a toll-free call, but it's possible that some toll-free users receive the "privacy" indicator and treat your call differently if it is set.
712-580-9999 I don't know what this reports, because I don't have access to a service that allows me to set Caller ID differently from ANI on a non-toll-free call. If you know, please post. If you know a number that shows the other value, please post that, too.
Back to top
View user's profile Send private message
diamond45
MagicJack User


Joined: 03 Mar 2008
Posts: 38

PostPosted: Wed Mar 05, 2008 8:22 pm    Post subject:

It appears that half of the time that the calls go through with the proper ANI, other times it is a 585-698-1xxx number.
Back to top
View user's profile Send private message
Display posts from previous:   
Post new topic   Reply to topic    Unofficial magicJack Forum -> Magic Jack Technical Support All times are GMT - 4 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum
Powered by phpBB Ultra Turbo Extended Edition Live © 2001-9999, phpBB Group
magicJack and magicJack Plus are trademarks of magicJack LLP. This website is in no way affiliated, endorsed, or sponsored by magicJack LLP, and is an unofficial forum for consumers to openly communicate regarding their experiences with the magicJack products.