Genesys Cloud - Main

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

thanks for the answer Robert.

The initial idea of this design was to have 1 trunk to handle inbound and outbound calls.

Though we had issues with outbound queues and so we had to configure the priority to 1- queue, 2-site, 3- trunk.

some flows from different locations have the Transfer to Number action and it fails as the carrier does not allow the PAID as the caller to be sent. It returns 400 bad request.

We are to test if having an outbound trunk for each site with their own unique number will fix the issue with the carrier. The concern is that the Architect will always use the default trunk as per documentation:

BTW the trunks we are to add are a copy of the Main trunk which is configured in the Edge and we dont have access to it.

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

thanks for the answer Robert.

The initial idea of this design was to have 1 trunk to handle inbound and outbound calls.

Though we had issues with outbound queues and so we had to configure the priority to 1- queue, 2-site, 3- trunk.

some flows from different locations have the Transfer to Number action and it fails as the carrier does not allow the PAID as the caller to be sent. It returns 400 bad request.

We are to test if having an outbound trunk for each site with their own unique number will fix the issue with the carrier. The concern is that the Architect will always use the default trunk as per documentation:

BTW the trunks we are to add are a copy of the Main trunk which is configured in the Edge and we dont have access to it.

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!