PBX Instructions

Calling 2-1-1

Callers can speak with trained referral specialists and receive comprehensive community information by dialing the three-digit telephone number 2-1-1. If 2-1-1 is not operational through your wireless service provider*, you can reach 2-1-1 at 303-561-2111.

Companies who use PBX (Private Branch Exchange) may not be set up to accommodate 2-1-1.**

* 2-1-1 service is currently provided by Qwest Wireless, AT&T/Cingular, NEXTEL, Sprint, Cricket, T-Mobile and Verizon.

** If you are unable to access 2-1-1 from your office, contact your phone system administrator to see if your system can be programmed to make 2-1-1 calls. Every PBX (Private Branch Exchange) has an outbound routing table. These tables tell the phone system which telephone numbers are valid and which are denied. Many times the 2-1-1 number will be restricted and the administrator of the phone system within the business will need to reprogram the PBX to make 2-1-1 a valid number. In the meantime, you can also reach the 2-1-1 helpline at 303-561-2111.

Basic PBX Administration for 2-1-1 Calling:

Some workplaces will employ fully knowledgeable System Administrators who will easily understand working with ARS tables and find making modifications very simple.

Other offices will be staffed with System Administrators who, perhaps because of having many other responsibilities, will be less technically conversant and require further instruction.

Every PBX has an outbound call routing table commonly referred to as a Least Cost Routing (LCR) or an Automatic Route Selection (ARS) table. These tables tell the system which telephone numbers are valid, which are denied, how many digits to expect, which trunk groups to go out over, and what type of number that it is. The Mile High United Way table looks like this:

Other businesses have similar tables. With the table defined in this way, the workplace must do three things to enable 211 calling. First, Call Type must be populated locl for local calls. Second, the workplace must confirm that the PBX does not have the number 211 restricted; in some tables this could be an invalid number. Third, the workplace must confirm that their calls are routing over their local T1.

Access to 211 can be restricted by a firm's PBX or by their vendor carrier. Both of these should be referenced.

Our technical expert, Jennifer Cook, may be contacted for further clarification at (651) 796-6718 or jcook@nacr.com.