With millions of phone numbers out in circulation and thousands of different voice carriers, customers may occasionally receive a message stating a number is disconnected. This is normally due to a carrier or rate center issue upstream from PrimeVOX. A disconnected number that cannot be dialed may also show up in a PBX's Call History as "CHANUNAVAIL".
If you believe this message may have been received in error, the following steps will help determine where the issue lies:
- First, call the number using the PrimeVOX platform and confirm you are receiving a "disconnected" message.
- Next, call the number again using a cell phone, or any platform outside of PrimeVOX, to confirm you are still receiving a "disconnected" message.
- If the call connects, report this issue to our support team immediately so we can relay the information to all upstream carriers.
- If you still receive a disconnected message, the number is disconnected and does not need to be reported to our support team.
It is recommended that when making a test call to confirm whether or not a number is disconnected and someone answers the call, you simply apologize and tell them you have the wrong number. If you immediately hang up, the person you called will more than likely attempt to call you back.