When using Remote Number to answer a queue call (or other external call), the system will send the caller's ANI to the cell phone. This may be why the call is blocked. I am not sure how the cell carrier determines the ANI has been spoofed, but they don't like it and will block the call. This is why you can call the cell phone from an internal extension, but external calls fail.
To address this, you can create a new (outbound only) line based on your normal outbound line, along with a line group to contain it. Then assign this as the Line Group under Def Station Config-Remote Station tab.
The line needs to be altered from the default by changing setting on the Identity (Out) page of the SIP Line Config tab. In the Calling Address (Diverted Calls) section, change From Header Address and Name values from "Use passed values if present" to "use line value 1" - this allows you to set the Name and Address info in the Calling Address - Line Value 1: section (at the top of the page), so the system will pass the Line's ANI rather than passing the caller's ANI to the cell phone.
Test this on your Dev server first, or after-hours, just in case...
To quickly reverse the change, just clear the Line Group from the Def Station Config. Changes to this value are dynamic; in other words, nothing needs to be restarted.
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Donald Reitz
Avtex Solutions, LLC
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Original Message:
Sent: 01-07-2021 06:15
From: Chris Tancred
Subject: Remote number issues
We also tried this process. when we simulated the call using the dial plan it came out as expected, as did simulating the call to my/my colleagues mobile. We tested with her location and also our default location. There was no evidence of any issues.
The log files in interaction desktop only showed the message "There Were No Circuits Available To Contact Your Station" it didn't give me any extra information as to why, any SIP error codes or any warning messages prior/after the call being made.
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Chris Tancred
IKEA Limited
Original Message:
Sent: 01-07-2021 05:31
From: Vincent Heijmans
Subject: Remote number issues
try to simulate the remote number in the dial plan, (interaction administrator). check the localization as well.
read the log / compare the log with the working one.
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Vincent Heijmans
BMW Group Munich
Original Message:
Sent: 01-06-2021 12:37
From: Chris Tancred
Subject: Remote number issues
Hi
We have one user who is working from home who is using remote number but when setting her mobile number as remote number, Genesys calls the mobile number but then disconnects with the error "There Were No Circuits Available To Contact Your Station".
We have tried the following troubleshooting...
Used my number on her interaction desktop as remote number: This worked as expected
Called her number from interaction desktop manually: call connected no problems
Used her daughters phone number for remote number: This works as expected (her and her daughter are on the same carrier [EE])
Used her number on my interaction desktop as remote number: This DID NOT WORK
All troubleshooting points towards Genesys having a problem calling her phone as remote number. The number presented on her mobile is the correct outbound ANI for our call center.
I've never seen this before and its completely stumped us.
any thoughts on what else we could try?
#Outbound
#Telephony
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Chris Tancred
IKEA Limited
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