Genesys Cloud - Main

Hey everyone

We currently have a large number of users working from home, using a remote phone (mobile) we also get a fair bit of complaints where they say, the call does alert them on PureCloud, but not on their remote phone.

It seems the number that alerts them on their remote phone might be blocked? (this is only a guess) has anyone had this issue? if so what was your workaround to it?

Thank you
#Routing(ACD/IVR)
#Telephony

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Richard Dib

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Have you tried the Simulate Call feature in the Site configuration to see if the cell phone numbers work properly per the Number Plan? That would be the first place to look.

Then, if that checks out fine you would need to open a case with Care to look at the Edge and other back-end logs and see what is happening.


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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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