Hello,

We have been using your service for a month or so now, and most everything is working great. We have run into one issue recently (starting either February 13th or the 16th) where we cannot place calls to toll-free numbers (have tried outside 800 & 888 numbers) on any of our phones. We place the call, and it automatically hangs up before we hear anything at all. We can place calls to regular numbers, and we have restarted our phones (Polycom SoundPoint IP550). We have searched around the Polycom forums but haven't found anything offhand, so it seems like it may be a service related issue.

We would appreciate any help in the matter, thanks!

Hi Will,

We are looking into this issue. Can you provide the toll free numbers you were attempting to reach?

We have attempted to call our own #'s (888-963-4824, 888-453-2187, 888-397-7444 and 888-794-1231) as well as outside lines of 800-472-0391, 800-288-6579, 800-531-8722, and 800-975-6346 and 888-701-8992.

The only thing I have been able to find is a FAQ on another voip service ( https://www.8x8.com/support/using-your-desk-phone/why-cant-i-call-out-to-a-toll-free-1-8xx-number ) stating that dialing from a toll free line to another toll free line may not work due to phone companies not being able to determine who pays for the call, but I figured they would just always bill the recipient, and we have been able to make calls in the past.

There are also no errors in our phone logs either at the time the calls are placed. Thanks!

Can you try calling 800-472-0391 once more so we can monitor the call. Try with "1" prefix and leaving off the "1" prefix.

Note that calling your own number may cause congestion, if you have multiple phones sharing a phone number. You should however be able to call any external number.

Thanks, just tried calling 1-800-472-0391 & 800-472-0391 around 11:10am Eastern.

Hi Will,

The issue is you are calling from a toll free number (the caller id) and many toll free carriers will reject calls from other toll free numbers (because it unclear who is suppose to pay for the call).

We are looking into adding functionality to solve this issue, however for now one work around would be to setup a phone that has a caller id of a non toll free number.

Thanks,

RingRoost Support Team