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  • 1.  Error scheduling callback

    Posted 07-22-2019 16:20
    Edited by Ricardo Delgado 07-22-2019 16:22
    Hello 
    I am setting up a callback from an IVR flow. In the flow, I set the number as 003 + cell phone number. As the following image shows.

    I'm using Append("003", Task.numero_celular), where Task.numero_celular is the customer phone number. 

    Example: 00331132122xx

    The proble is: 

    When the agent answers the callback, the system changes the number, removing the 2 zeros on the left. This appears as 3+phone number, instead of 003+phone number. For example 331132122xx, but this is not a valid number in number plan. 

    How I can fix it?

    Thank you!

    #Implementation
    #Telephony

    ------------------------------
    Ricardo Delgado
    Global Networks Solutions S.A.
    ------------------------------


  • 2.  RE: Error scheduling callback

    GENESYS
    Posted 08-05-2019 10:01
    Hi Ricardo,

    Great question! Thanks for posting it in the community. It was discussed on the most recent episode of the PureCloud Community Q&A Show. Check it out here!

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 3.  RE: Error scheduling callback
    Best Answer

    GENESYS
    Posted 08-05-2019 12:12
    I think I mentioned in the Q&A video that you need to use ToPhoneNumber() to create the phone number properly.

    I recommend that you use an expression like 
    ToPhoneNumber(Append("tel:+003",Task.numero_celular)) ​

    to create the phone number for the Callback, and see if that works better.



    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Error scheduling callback

    Posted 08-09-2019 18:57
    Ok. George, I did it and works.

    Thank you for your help.

    ------------------------------
    Ricardo Delgado
    Global Networks Solutions S.A.
    ------------------------------



  • 5.  RE: Error scheduling callback

    GENESYS
    Posted 08-12-2019 12:34
    Good! I'm glad to hear it.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



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