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  • 1.  Add DID one by one, or ranges - possible Issue

    Posted 09-19-2018 14:12
    No replies, thread closed.
    Hello All,

    I need some feedback. Do you ever have clients that are LDM and add their DIDs in Ranges. I.E. 2100-2999?

    I have noticed some strange occurrences with this and was wondering if anyone else has noticed it. 

    DID is NOT assigned out to IVR, User, or Group, but someone externally calls this number, as the external caller placing the call to the unassigned number, I hear call could not be completed at this time (expected, as it is not assigned), but in the Interactions View - you will see this number being "Tried" many many times. If I assign the number to my user, it will attempt to call me as expected. 

    I have seen that in other orgs if they enter their DIDs one by one, I do not see this behavior if someone tries to call the unassigned DID. 

    Just curious if any one else has noticed this. Screen capture below - there are pages and pages of this.
    Interaction View

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------


  • 2.  RE: Add DID one by one, or ranges - possible Issue

    Posted 09-25-2018 09:56
    No replies, thread closed.
    Hello Angelia,

    I have worked with PS on this and this seems to be an expected behavior for PureCloud interaction report.


    ------------------------------
    Paolo Galan
    Global Digital Team, Customer Success
    Genesys - Employees
    ------------------------------



  • 3.  RE: Add DID one by one, or ranges - possible Issue

    Posted 09-25-2018 10:04
    No replies, thread closed.
    Okay, so if they have the DIDs in Ranges, and a call is placed to one of those unassigned DIDs it calls the system over an over for 1 second? My concern is that I have never seen this in any of our other orgs and can't reproduce it, but in this org. I have a Support case opened for this because it does not seem like that is logical behavior, each call is a different Conversation ID and only one call was placed to the system. Kind of a strange "expected behavior". I appreciate you looking at it though.

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    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 4.  RE: Add DID one by one, or ranges - possible Issue

    Posted 09-25-2018 10:18
    No replies, thread closed.
    What we did, is unassigned a number and call it.  And like you, we saw that inbound attempt to the unassigned number on the interaction list.
    This is what we are referring to as a behavior that is expected.

    I'll work with PS again and investigate the part where it retries. But share to us what Care has advised.

    ------------------------------
    Paolo Galan
    Global Digital Team, Customer Success
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Add DID one by one, or ranges - possible Issue

    Posted 09-25-2018 12:02
    No replies, thread closed.
    Angie (and Paolo), 

    Is that external call being place from a telco SIP trunk, or through a SIP gateway, or...(something else)?

    I cannot replicate that behavior on my Organization, which has all the DIDs entered as a range. However, I am calling from another PBX (IC server) using a SIP line between the two. I just get a fast-busy when calling an unassigned DID, no message that the call cannot be completed, and the call shows up once on my Interactions page.

    On your screenshot, Angie, I see it alternating between two different "Remote" names...perhaps that external provider has redundant paths to PureCloud, and keeps flipping between them automatically for x-number of retries when one path fails? (Although it doesn't consistently alternate between the two).

    I'd enable the Protocol Capture on the external trunk (under Diagnostic) for a short bit, reproduce the symptom, and then download/look at the resulting Wireshark log to see what SIP signalling is coming in associated with that call.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Add DID one by one, or ranges - possible Issue

    Posted 09-26-2018 13:14
    No replies, thread closed.
    Hello George,

    What we did is unassigned a person from an extension and use PureCloud to test incoming.  I guess that is why we are hearing a prompt that "call can't be completed in dialed" and not a fast busy tone. 


    ------------------------------
    Paolo Galan
    Global Digital Team, Customer Success
    Genesys - Employees
    ------------------------------

    Original Message


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