One Case of Dialed Number not in Service

A trouble ticket came in where a user could not dial a specific number. The client normalized the number but would not dial it. Additionally, the number could be dialed via a PBX or PSTN phone. Since the number normalized and the CSCP test voice route showed the number routing to the gateway, it was easy to guess that the AudioCodes gateways did not have the 630 prefix defined (as shown below).

Note: If this had not been the case I would have looked at the gateway logs to determine if the number was being manipulated correctly and if so, engage the switch room team.

After the prefix was added, Lync clients could dial it successfully. 

Why did the PBX dialing from our organization work? Because the PBXs were updated with the new prefix. The issue was that there was no internal process to update the gateways whenever the PBXs were updated with new prefixes. This issue has been corrected.