Problem

Calls out to toll-free numbers from your 8x8 system do not go through.

Cause

This is generally because you may be calling from a toll-free ANI (caller ID) yourself, or are calling a toll-free number in another country that does not accept toll-free calls from outside the country. The reason toll-free-to-toll-free calls will sometimes not go through in the United States is that neither party knows who will be paying for the call, so instead the underlying carriers do not complete the call.

Resolution

Ensure that a toll-free-to-toll-free call is not being attempted by doing one of the following:

  • Use a separate, non-toll-free extension on your account to make calls to toll-free numbers.
  • Change the outgoing caller ID on the the extension you are required to use to complete calls to toll-free numbers by editing it in Account Manager.

If your Virtual Contact Center is set to display a toll-free number as your default outbound CallerID and you call other toll-free numbers that do not go through, enable the option to allow the selection of an alternate local outbound callerID for these calls at the time the call is made. Contact 8x8 Support for assistance in setting this up.