Genesys Cloud (formerly PureCloud)

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Calls going straight to voicemail

  • 1.  Calls going straight to voicemail

    Posted 05-24-2019 10:02
    Hi
    I have a user who has a DID and is "On Queue".  However, everytime someone calls her number it goes straight to voicemail.  This has worked for her up until 2 weeks ago.

    I have compared her settings with other users and verified that the phone number has a good status when you look it up in Purecloud.

    Does anyone know of what would cause this issue?
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Thomas Ivy
    Gusto
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  • 2.  RE: Calls going straight to voicemail

    Posted 05-24-2019 17:06
    I guess, it is because she has changed a work phone number on her PureCloud User configuration.
    Her contact center phone number (Remote phone) shouldn't be the same as her PureCloud user work phone number.
    She can set this as Home phone number, then it works.
    PureCloud checks the first 4 Work numbers.



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    Ratnarajah Rajkumar
    SPIE ICS AG
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  • 3.  RE: Calls going straight to voicemail

    Posted 9 days ago
    I am currently this issue with one of my users.  The Work phone number matches the users. Even if you remove the number from the users account it goes to voice mail

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    Timothy Thomas
    GCI Communication Corp.
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  • 4.  RE: Calls going straight to voicemail

    Posted 06-04-2019 10:45
    Have you tried to simulate a call to that number in dial plan ?​

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    Bj Johnson
    AXA Equitable
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  • 5.  RE: Calls going straight to voicemail

    Posted 06-04-2019 11:36
    This issue resolved itself.  Thanks for helping.

    --

    Thomas Ivy

    Biztech| Gusto | 864-202-3394


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