Inbound call goes to wrong extension.

[irongladiator]

Hello fellow 5000 techs,
We have a customer that is having an intermittent issue, details on the system are:
 
System Ver: 6.0.9.61
Trunks: SIP
Phones: IP (Combo of 5330, 5320, 5312's)
Voice Mail: Embedded

The issue is when they make calls to their customers/clients (Which pushes out their DID) and if unanswered they end up leaving a message. That person calls them back using the number from their caller ID. But rather than going to the person who called them it goes to another person within the company. I'd like to reiterate that this issue is intermittent so it doesn't happen all the time. I'm working right now to find out the numbers in question and realize I may need to go into the SIP logs to check.

I'm currently fielding any other ideas/suggestions, which is appreciated.

Thanks,
-Iron

[dwayneg]

The CALL TRAFFIC (SMDR) module within SYSTEM ADMINISTRATION AND DIAGNOSTICS might be helpful here...it will tell you what DID digits it THINKS came in on each call.

[acejavelin]

I would check the outbound caller ID programmed on the phones... it is common to see techs copy an extension to another extension, which is great, but if your not careful on which fields you copy one of them is the outbound caller ID on an extension. I have seen the copy process make a mess of a perfectly sound outbound caller ID setup.

[DND ON]

Ask for specific examples, rather than going on a wild goose chase. Who made the call, and which number was called back?

[619Tech]

There may be a duplicate patterns in the Call Routing Table with different destinations. The upper (first) pattern will be the one routed to.