Genesys Cloud (formerly PureCloud)

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Users without Personal DID Unable to make

  • 1.  Users without Personal DID Unable to make

    Posted 12-21-2020 01:03

    We have aq Customer configured as follows:

    • Agents do not have assigned DID (though some Communicate USers had a DID)
    • Queue has DID (may or may not be same as Location)
    • Location has DID ('Emergency Number')


    • when calling from Queue, then Queue DID is sent
    • when calling directly, get fast busy tone (unable to call out)

    This has been working previously, with the Location DID being sent for direct call.

    I've heard other partners / customers are reporting similar issue starting recently.

    Any ideas?


    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific

  • 2.  RE: Users without Personal DID Unable to make

    GCAP Member
    Posted 12-22-2020 02:23

    What do you have?

    How are the Outbound Route configured?

    Gennaro Montanino

  • 3.  RE: Users without Personal DID Unable to make

    Posted 12-25-2020 04:37

    Hi Gennaro -

    We have the location configured as per your screen-shot, which implies that it should work as I have described.

    However users can only dial out (calls) if they have an assigned DID or the trunk has a Calling DID.

    Unfortunately, our customer has 36 location s across Australia and New Zealand and they want a different DID to be sent.



    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific

  • 4.  RE: Users without Personal DID Unable to make

    Top 25 Contributor
    Posted 12-27-2020 16:09

    I'm not entirely sure about the logic and order of precedence but just wondering if you need a site to match the location you setup and have the location option checked to make it available for sites.  

    If a users' phone is in Site A and they're setup in Location 1, does it start off with going for the Location 1 ANI first then step down to the trunks associated with Site A and the outbound routes configured there?

    What is the deployment model you've used?  On prem Edges or BYOC-Cloud?  Would be interesting to see how far the call gets and if it passes through and SBC/CUBE what messaging you see.  One other random thought is making sure the DID you're actually using is recognised by the trunk the call would be going out on.

    Vaun McCarthy
    NTT New Zealand Limited

  • 5.  RE: Users without Personal DID Unable to make

    Posted 12-28-2020 11:26

    This is only the CESID, not Caller ID for the location.  At this time, there is no location based caller ID for locations.  Caller ID is controlled by the trunk settings and what trunk gets used is controlled by the Site your phone is in.  If you have BYOC cloud, you could create multiple Trunks to your same carrier (1 trunk on the carrier side, just need a different inbound identifier that you can make up by, for example, just adding a number to the end like "MyTrunk1" MyTrunk2" MyTrunk3" etc).  Your inbound calls will only come across the "real" trunk the carrier knows about, but as long as you've configured the same carrier endpoints, you can send outbound calls from the other trunks, each trunk having it's own unique caller ID.  Then in your sites, make the outbound routes go first to the fake trunk with the site caller ID.

    Mike Steinke
    Inflow Communications