211 Trouble Connecting

United Way 211 has requested that every landline and wireless carrier provide access to 2-1-1 within Ogle and Winnebago counties. However, it is possible that some carriers are slow to implement the 2-1-1 code, or that certain office telephone systems (PBXs) are not able to access this new 3-digit code. Additionally, pay telephone services are offered by a vast number of companies and private interests, and some may not have programmed 2-1-1 into their networks yet.  We are working with land lines, wireless, VOIP (digital) systems, PBX systems, small independent telephone companies and pay phones.

 

If you are dialing from home, or from a pay phone

If you try to call from your home or wireless telephone, or from a pay telephone, and cannot connect by dialing 2-1-1, you may call (888) 865-9903 to be connected to a United Way 211 specialist 24 hours a day, seven days a week. Once connected, please let the specialist assisting you know that you were unable to dial 2-1-1. Please include the name of the telephone carrier and (especially for wireless users) the location from which you were not able to connect to 2-1-1. Your assistance with designating areas where 2-1-1 service is not working properly is greatly appreciated.

 

If you are dialing from an office, hospital, or any building with multiple lines

Most companies and office buildings have business phone systems (commonly called a PBX), and 2-1-1 has to be programmed into the PBX before it will work properly. Most PBX systems currently only allow 9-1-1 as an acceptable three-digit code.

 

If you dial 2-1-1 from inside your office and get a fast busy signal

This could mean that your PBX is not programmed to allow 2-1-1 to be dialed. Typically, your telecommunications staff or a service provider can make this simple adjustment. In some cases, the issue can be resolved by dialing 9 or another access code needed to get an outside line before dialing 2-1-1.

Please check with your office manager or telephone system administrator to insure that 2-1-1 is allowed through your PBX and recognized correctly by your phone system.

 

If you get a message that states your call cannot be completed as dialed, or get a fast busy signal every time you dial 2-1-1

Unfortunately some carriers may be slow in programming the 2-1-1 number or there may be an error inhow the number is being translated. You may call (888) 865-9903 to be connected to a 2-1-1 specialist 24 hours a day, seven days a week. Once connected, please let the specialist who is assisting you know that you were unable to dial 2-1-1. Please include the name of the telephone carrier and (especially for wireless users) the location from which you were not able to connect to 2-1-1.

 

For office managers and technical support personnel

To allow the use of the 2-1-1 code, simply enable the transmission of the 2-1-1 digits (3 digits, instead of 7, 10 or 11) when dialed from your PBX. This will ensure that users have easy access to the United Way 211 service.