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  • 1.  About routing call between organizations ...

    Posted 05-17-2021 17:19
    Hi,

    We have this scenario a customer has two or more organizations in Genesys Cloud, each one has their own resources: edge, queues, agents, administrators, supervisors, trunks, etc. However, in some circumstances, the organization A has to route calls to a queue in organization B or receive calls from organization C.

    Have you face it similar scenarios?
    Genesys Cloud have a way to route call directly between organizations or you use external trunks to route calls?

    I appreciate your comments

    Regards,
    Dario Garcia
    #Routing(ACD/IVR)

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    Saugort Garcia Tovar
    Interacciones Inteligentes S.A.
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  • 2.  RE: About routing call between organizations ...

    Posted 05-17-2021 18:09
    Hi Dario

    "Genesys Cloud have a way to route call directly between organizations or you use external trunks to route calls?"

    The external trunks is the way to to this.  You could potentially do this Edge to Edge but I've not done that.  If you have an SBC or something in between that will help a little bit.

    Doing this way you can potentially also share UUIData between them.

    Just make sure in your numbering plans and outbound routes that you configure things correctly.  This can be by setting up "internal only" DIDs that aren't related to any specific carrier/provider and use that pattern as the basis for sending calls across the trunk.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


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