Hello Paul ,
To make the setup clear for you , We are working on the following:
1- Agents Log on to remote stations ( Avaya Stations ) which are configured on Pureconnect.
2- Dialer Campaign are dialing regionally , campaigns are not using Direct Trunk Group , They are using Regional Dial Plan.
3- Using the Country code of the dialed number , it will go through it's assigned location ( At this location we are assigning VG + Media Server ) to handle the call.
4- Once the call dialed by dialer and has a live person , it will be routed to the agent who is logged to remote station ( Avaya Station )
Issue as following:
1- If dialed number is configured at the dial plan >> everything went fine.
2- If dialed number is not configured at the dial plan >> call will follow the default location and it will be routed to Avaya , At Avaya Side there are some configurations to forward any call to 0 which is the reception guys.
So , simply any number doesn't match a pattern at the regional dial plan will go to avaya reception station , which effects our dialer performance in addition to make troubles to Avaya guys.
However , when tried to manually dial any number not configured at the dial plan , it will not be dialed and simply got a disconnect message.
I am just wondering , why this is not happening with Automatic Dialing , if the pattern is not found >> do not dial the number ?
Thanks,
Aly Nofal
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Aly Nofal
System Engineer
IST Integration Services And Technologies Co.
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Original Message:
Sent: 09-10-2019 08:36
From: Paul Simpson
Subject: dailer call not dial plan numbers
Amr,
Please can you clarify?
What do you mean by "not dial plan numbers and routes it to a specific queue"?
Which leg of the call is affected? (The outbound call to the contact, or the outbound call that connects the agent on the remote number.)
Dialer campaigns can be configured to use a Trunk Group directly (which is the usual scenario) or place calls to contacts via the Dial Plan. Calls are placed in the ACD queue belonging to the Workgroup assigned to the Campaign and then routied via ACD to the agents. If this issue is affecting the "internal" call, can you confirm if the same issue exists when agents dial a number manually in the client?
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 09-09-2019 12:55
From: Amr Khalil
Subject: dailer call not dial plan numbers
Hello everyone,
I have set dial plans into cic system, but in dailer when a campaign is active and running he calls a not dial plan numbers and routes it to a specific queue,
the agent is signing in interaction connect through remote number connected to Avaya
thanks
#SIP/VolP
#Telephony
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Amr Khalil
IST Integration Services And Technologies Co.
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