Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Assigning inbound numbers to trunks / viewing

    Posted 12-14-2022 06:38
    No replies, thread closed.
    Hi,

    We're a Genesys Cloud Voice customer so have no access to our edges or edge groups.

    We believe that some (all?) of our numbers are entering our platform using the wrong trunk (because they're not getting recorded when we expected them to - if we toggle recording on the "wrong" trunk it works again). We'd like to get this corrected so I'm sure we'll have to open a Support case but just wanted to validate first.

    1) Where are DIDs / numbers assigned to inbound trunks - is that in the Edge / Edge group? I'm assuming so, so we don't have direct access to that.
    2) Is there a way to see for a given Conversation ID which trunk(s) it used? I looked in the API at Conversation Details, etc, but I couldn't see this information.

    Thank you.
    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------


  • 2.  RE: Assigning inbound numbers to trunks / viewing

    Posted 12-14-2022 10:24
    No replies, thread closed.
    Hi James

    I suggest to open ticket to our Care support so we can take a look.

    Regarding DID management, as you can see in this link https://help.mypurecloud.com/articles/did-numbers/, in your case GCV ,  you should go to Number Management.

    Let me know

    Regards

    Alberto


    ------------------------------
    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Assigning inbound numbers to trunks / viewing

    Posted 12-15-2022 11:46
    No replies, thread closed.
    In Genesys Cloud, numbers are not assigned to a trunk - they are global, any trunk can bring in any number -- the assignment is at the carrier level before it hits your org. This allows you to fail over or move numbers between carriers or trunks without having to touch Genesys. But to your 2nd point, it would be *stellar* if we could see what trunk was used historically for an inbound call.

    Based on this, I suggest you start with your carrier and ensure these numbers are assigned to the correct BYOC trunk.

    ------------------------------
    Brad Murlin
    Zillow, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Assigning inbound numbers to trunks / viewing

    Posted 12-19-2022 05:45
    No replies, thread closed.

    Hi James,

    If you're pure GCV (no byoc cloud trunks), you can't control IB call routing to specific trunks. Typically orgs have a single GCV trunk but I assume you have multiple ones for outbound calling with different caller IDs per trunk correct? In this case, GCV will utilize a random GCV trunk for IB calls.

    Conversation ID trunk information is private atm for GCV and can only be seen internally. With an on-prem setup though, SIP pcap available for calls and you can check originating IP to identify the trunk.



    ------------------------------
    Niel Christian Vicente
    Kitopi
    ex-genCloud
    ------------------------------

    Original Message


Related Content