Original Message:
Sent: 02-29-2024 17:49
From: Jim Crespino
Subject: Integrating 2 ORGs | transferring interactions between them!
Hi Aleksander,
You are right. If both orgs in in EUC1 then you only need to whitelist the EUC1 IP address ranges in both orgs. You need to whitelist those because technically the calls may route out to the public internet and back in even though both orgs are in the same EUC1 region.
You will likely need to update the Outbound Routes on the Site for both orgs if you want to be able to pass calls back and forth between them. You'll have to add an Outbound Route with an appropriate Dial Plan so that numbers that match that Dial Plan will be sent out over your BYOC SIP Trunk.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 02-28-2024 04:05
From: Aleksander Gras
Subject: Integrating 2 ORGs | transferring interactions between them!
Hi,
I have 2 inquiries as if someone has a moment.
1. if I want to connect two organizations in the same region, for example, "Europe (Frankfurt) / euc1" is the only ip addresses I need in the configuration (in addition to creating FQDN names and other parameters what is in the documentation and also here on the forum) are the addresses of Regional Public SIP Signaling (in both organizations the same because of the same region, in this case as below).
Europe (Frankfurt) / euc1
DNS SRV – byoc.euc1.pure.cloud
IP Addresses |
Load Balancer DNS Names |
18.197.177.95 |
lb01.voice.euc1.pure.cloud |
52.28.196.118 |
lb02.voice.euc1.pure.cloud |
18.197.58.44 |
lb03.voice.euc1.pure.cloud |
18.184.11.49 |
lb04.voice.euc1.pure.cloud |
2. Does such a SIP trunk between organizations require any changes on the Site CORE side in each organization or is the whole configuration done at the branch Site. I ask in the context of a note in the system
"Site links can only be configured between core sites. Site 'OG_oml' is a branch site and connects to other sites via these core sites"
Site type Core isn't accessible for me.
Thanks
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Aleksander Gras
Majorel
Original Message:
Sent: 03-16-2022 11:30
From: Jim Crespino
Subject: Integrating 2 ORGs | transferring interactions between them!
Chad,
This article on the Genesys Cloud Resource center covers how to setup a BYOC Cloud SIP Trunk: https://help.mypurecloud.com/articles/about-byoc-cloud/. In order to seamlessly exchange calls in both directions, you'll need to setup a trunk in both orgs.
You'll setup an inbound termination fully-qualificed-domain-name (FQDN) on each org. Something like JackHenryOrg1.byoc.mypurecloud.com and JackHenryOrg2.byoc.mypurecloud.com. The SIP INVITES will look something like this:
INVITE sip:+xxxxxxxxxxx@JackHenryOrg1.byoc.mypurecloud.com
The +xxxxxxxxxx would represent a DID that exists within that org. You'll setup DIDs on both orgs under Admin->Telephony->DID Numbers. At a minimum you'd need a DID on each org, most likely linked to a call flow that would receive the call from the other org and route it. Alternatively you can create a DID for each agent so that you can directly transfer calls from an agent on one org to an agent on the other org.
In order to exchange call data you'd have to use the SIP UUI (https://help.mypurecloud.com/articles/about-user-to-user-information-uui/) header to store the Genesys Cloud conversation ID in the SIP Header and then in the inbound callflow on the other org you can get that via the Call.UUI built-in variable and then perform a data action back to the calling org to get the call data.
It sounds complex but you can take it in stages. Get the trunks working to DIDs linked to call flows on each side, and then take it from there.
------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 03-16-2022 11:15
From: Chad Flynt
Subject: Integrating 2 ORGs | transferring interactions between them!
Thank you for your reply. I don't suppose you guys have some documentation on setting these trunks between the orgs up do you? I have managed to get a trunk setup to our on premise pbx to be able to call between the org and our local extensions. I do seem to have an issue if I try and do more than one org, but still playing with that. But we also have the overall need to be able to transfer calls to other agents on other orgs. Not necessarily at present chat or messaging, just the calls.
Thanks for your assistance,
Chad
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Chad Flynt
JACK HENRY & ASSOCIATES, INC.
Original Message:
Sent: 03-16-2022 11:07
From: Jim Crespino
Subject: Integrating 2 ORGs | transferring interactions between them!
Hi Everyone,
If your goal is being able to transfer calls between orgs, then Genesys Cloud BYOC SIP Trunks are your answer. You can setup trunks between multiple orgs so that you can pass calls, with data/context, between orgs.
If you want to exchange digital transactions (chat, messaging) then that is a little more complicated, but probably can be done if you are willing to developer some code that will sit between the two orgs.
------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 03-15-2022 11:15
From: Chad Flynt
Subject: Integrating 2 ORGs | transferring interactions between them!
Did you ever figure out how to do this? We have the same need. We have multiple org's for different contact centers, and still have a need to be able to call between them. I assume some sort of SIP Trunk needs to be created but just not sure exactly of the options that need set.
Thanks,
Chad
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Chad Flynt
JACK HENRY & ASSOCIATES, INC.
Original Message:
Sent: 08-17-2021 02:44
From: Sajid Abbas
Subject: Integrating 2 ORGs | transferring interactions between them!
Hello @Gareth James
Could you please elaborate your answer more?
We have two organizations and both are on different networks. The call after passing through the respective IVRs land with our group of agents and we need to transfer this call to another organization along with the context of the call.
If you can help me with more details or any link where this tying the organization process is explained, I'd be grateful.
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Cheers,
Sajid Abbas Malek
Al Futtaim Technologies L L C - Dubai
Original Message:
Sent: 06-26-2020 03:54
From: Gareth James
Subject: Integrating 2 ORGs | transferring interactions between them!
Hi Gabriel,
Are these organisations both part of the same network? If so you could potentially tie the two together using a SIP trunk to pass calls back and forth. You would then need to set up a route from each org that identifies the call as "internal" and routes over the SIP.
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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
Original Message:
Sent: 06-25-2020 01:08
From: Gabriel Galbieri
Subject: Integrating 2 ORGs | transferring interactions between them!
Hello people,
I'll talk a little about my environment,
I have an Organization (ORG) with some service fronts separated by divisions, with Purecloud2 licensing.
however, another team will use Purecloud3 licensing, so a new Organization (ORG) was created, because as informed they cannot have these 2 licenses in the same Organization (ORG), but my question is, how can I transfer a call from an Organization ( ORG) to another, how can I integrate these Organizations (ORG)?
example:
ORG1 = Time-1, Time-2, Time-3
ORG2 = Time-4
Time-1 agent received a call and needs to transfer that call to Time-4.
#Implementation
#Integrations
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
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Gabriel Galbieri
Brasil Foods
BRF SA
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