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  • 1.  Outbound call capability lost for standalone phones

    NEW MEMBER
    Posted 24 days ago

    Yesterday there was a degraded call service issue that affected outbound call service for Americas (US West) customers.  After the issue was resolved and outbound service restored, we noticed later in the day that outbound capability only worked for those phones assigned to a user.  For all of our standalone phones, calls made to go outside the organization were receiving a message saying "insufficient dialing privileges."  We can call internally from our standalones but cannot call outside.  A ticket has been opened but I am wondering if anyone else has experienced the same issue with their standalone phones.


    #Telephony

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    Mike Shepard
    First Source Federal Credit Union
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  • 2.  RE: Outbound call capability lost for standalone phones

    Posted 16 days ago

    Is that a message from Genesys or your carrier?  I don't remember any message like that in Genesys Cloud.  Did you reboot the phones to establish the registration?  If I had to take a wild guess, I would say the phone's secondary registration is on an old system that is still active.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Outbound call capability lost for standalone phones
    Best Answer

    NEW MEMBER
    Posted 16 days ago

    We rebooted the phones and performed factory resets but that didn't help. I heard back from Michael F. at Ttec.  Genesys provided two possible recommendations. The first was to change the Site on the phone and then retry a call. if the call was a success, then change Site back to what it was and retest (this did not correct the issue).  The second was to delete the phone from phone management and then recreate it and test.  That somehow did the trick and outbound access was restored.



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    Mike Shepard
    First Source Federal Credit Union
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  • 4.  RE: Outbound call capability lost for standalone phones

    Posted 16 days ago

    Definitely have seen this.  I also had luck with just changing the base setting and back to the original.  Sometimes the 3-finger salute is the easiest - blow it out and reconfigure. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Outbound call capability lost for standalone phones

    GENESYS
    Posted 9 days ago

    Hey Mike,

    Thank you for letting us know what you were able to do to get this issue resolved!



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    Jason Kleitz
    Genesys - Employees
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