OG&E HVCA - Inbound Routing Number Validation

Issue

A customer reports that calls routed through the OG&E HVCA failover path are failing.

Customers may report the following behaviours:

• Busy signal when calling the failover route.
• "Your call cannot be completed as dialed" announcement.
• Calls disconnect immediately after dialing.
• Failover routing does not reach the HVCA application.

Example customer inquiry:

We use ATT Route It to fail over to the HVCA flow for the OG&E 1800 number. When activated, it's configured to route to 967-329-3219. Is this still a valid inbound number for HVCA?

Cause

The failover destination number configured by the customer is not associated with the current OG&E HVCA configuration.

Customer-configured number:

967-329-3219

This number is not listed in the current OG&E HVCA specification and should not be used as the failover destination.

According to the approved OG&E HVCA Technical Specification, the valid inbound toll-free number for the HVCA application is:

1-800-224-3317

As a result, calls routed to the outdated or incorrect number may fail with busy signals or call completion errors.

Call Flow Overview

Normal Routing:

Customer → OG&E Main Number (800-272-9741) → HVCA Platform

Failover Routing:

Customer → OG&E Main Number → ATT Route It → 1-800-224-3317 → HVCA Platform

Troubleshooting Procedure

1. Obtain the failover destination number currently configured by the customer.
2. Compare the configured destination against the OG&E HVCA specification document and test the number provided
3. Verify whether the configured destination matches 1-800-224-3317.
4. If a different number is configured, identify it as the cause of the routing failure.
5. Advise the customer to update the ATT Route It failover destination to the correct toll-free number.
6. Request the customer to perform a test call after the update.
7. Confirm that the call successfully reaches the HVCA application.

Resolution

Update the ATT Route It failover configuration to:

1-800-224-3317

After the routing change is completed:

• Activate the failover route.
• Place a test call.
• Confirm successful call completion.
• Verify the call reaches the HVCA platform.

Reference

OG&E HVCA Technical Specification Document

https://mbroadcast.sharepoint.com/sites/W_UtilitiesClientEngagement