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Forwarded phone numbers in Interaction Recorder scenario

  • 1.  Forwarded phone numbers in Interaction Recorder scenario

    GCAP Member
    Posted 09-09-2019 12:54

    We recently came a cross an unusual scenario and question.

    One of our vendors - was researching an Outbound call made by the Dialer.

    The call went to the customer's Work phone number and showed as that number being dialed; however Interaction Recorder showed a different phone number that was answered.

    we were able to prove that this scenario happens when a call is forwarded.

    The Dialer (or a manual call placed by an agent) would list the number dialed but when the call is forwarded it will list the call as being received at the number it was forwarded to by the customer. 

    The Business at the Work Phone number has 2 locations and had forwarded the Work phone to its other location's office number.

    Has anyone experienced this scenario? Just wanted to post this out in the forum.



    Phatana Souvanna
    Elevate Credit Services, LLC

  • 2.  RE: Forwarded phone numbers in Interaction Recorder scenario

    Posted 09-10-2019 08:32
    I'm curious, does thie customer use a SIP trunk provider? I'm wondering if the forwarding is resulting in a SIP re-direct which IC is recieving and using to update it's internal records for logging....

    Paul Simpson
    Senior Technical Instructor