PureEngage On-Premises

In our routing strategy for a certain DN (5206 just for reference), we have a target overflow option for when targets timeout.  We need to be able to overflow to another call center that is not part of our Genesys system.  I have setup a trunk DN (prefix 99999).  So I set the parameter to be 99999<phone> where <phone> = the ANI we need to overflow to (my cell # just for testing).

If dial the DN 5206 from workspace, it will overflow to the external number (my cell #) if no agents are available.  But when I call "from outside", it fails and drops me to a default DN.  Is there any boilerplate setup info available for this kind fo scenario? 

How did you achieve the external overflow - through the TRoute function? The logs of T-Server tell you more.

Andrew, 
Your scenario is very specific and would be best answered by the support experts within Customer Care.  They could review your logs and provide you with specific configurations to achieve what you are looking for in YOUR environment.

Hi there,

what IRD function do you use for that overflow scenario?
And moreover, what happens IF you dial the trunk DN from a place on the same switch? Does that work?
The URS log set in debug mode will print the Error message encountered at the moment of your call request. This would be important to review before continuing any investigation on this.

Regards,
Andrei