Support should be able to figure out from back end logs what is triggering that call, then, and help figure out why it displays that way.
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 07-23-2025 02:17
From: Adrian Rodriguez
Subject: Automatic Recall
Hello!
That's the point, I don't know why the call is being launched.
At Genesys level, the agent doesn't appreciate that the call hangs, it doesn't stay in ACW.
But when the end customer hangs up, that's when the call is relaunched, for the end customer, it's an incoming call.
Best regards.
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Adrian Rodriguez
Original Message:
Sent: 07-22-2025 16:15
From: George Ganahl
Subject: Automatic Recall
How are you placing that automatic call?
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 07-21-2025 08:04
From: Adrian Rodriguez
Subject: Automatic Recall
Hi,
We 're configurating a new SIP Trunk.
We encountered the following issue.
Test Scenario:
1. Manual Outbound call
2. Customer answers the call
3. Customers hang up the call
4. Automatic the system calls again the customer.
5. That call shows like an inbound call on the performance views.
We detected, if the agent still with the conversation Open (like acw time, setting up wrapup code) the system tries to dial the customer again
If the agent finishes the interaction, that call will be hanged up.
This behaviour only happens with this new Sip Trunk (BYOC Carrier).
Anybody knows what happens?
BR
Adrián.
#SIP/VoIP
#Telephony
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Adrian Rodriguez
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