Today we bring you a post from John Livingston, our Technical Support Coordinator here at VoIP Innovations. John has been here for over six years working on the front lines assisting our customers and fellow employees alike. He's quite experienced in the area of VoIP Translations, so without further ado, let's hear from John!
If you have ever been involved in a number transfer before (even as a consumer) you have probably run into the scenario where someone calls you but the call never reaches you. In most occurrences this is a result of a residual translation, one of the nastier post port problems with your former provider, or worse, one of their peering partners. Residual translations are a symptom of a ported or transferred number being left in a piece of switching equipment that causes the number to be misrouted. One of common responses we get with this error is whose fault is this? That would be hard to say as in very few occurrences is this intentional. When a number is ported out, the last step of the port leaving the former provider is the translations being removed. But, as there is no regulation on this, it is really up to the losing provider to do this correctly.
The general rule is the losing provider has 48 hours to remove translations before the gaining provider would be able to intercede on your behalf. Most providers will do this to make sure that if the number has to come back to them, it will be able to be routed. What this means for you is that calls from, or passing through your former provider, would misroute to either a 'not in service message' or potentially the old equipment (PBX or Phone).
The reason why this problem is so bad isn’t because of the impact it has on your customers, but because of how complex it is to narrow it down to a point of impact. With most of these incidents the problem is with the former provider and isn’t that difficult to resolve but it can take a while. You are probably thinking if the losing provider has 48 hours how do we fix this? The best way to resolve it at this point is to reach out to your former provider and advise them of this. What you would generally be required to provide would be a call example of this happening and this would include:
- The Time/Date of the call
- The Calling Number
- The Receiving Number
The reason this is so imperative is because this helps them identify the market that is impaired (Long Distance vs. Local). This gives them an idea of where the equipment is that they need to remove the translations from.
The other time this can occur is with resellers or peering partners. This is where the problem gets a little more difficult to fix. The main reason we have seen this occur is simply because these groups would not be notified of the port out. Instead of contacting the provider, you would contact the reseller. They would then check their systems and if it's not on theirs they would contact the company that provides service to the number.
Now there is an exception to the 48-hour rule. If the losing provider either says they will not remove or see the translations you will want to contact the gaining provider or reseller (with whomever you would be in business).
You will still need to provide the previously mentioned call example but you would also need to provide a ticket ID with the other provider. This not only helps our provider work with the right group but also lets them interact with the provider prior to 48 hours.
In a nutshell, that's residual translations and how to resolve them. With that said. if you are a VoIP Innovations' customer please work with our support department either via our ticket system or our support number so we can assist you.