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  • 1.  BYOC - Diversion Header present in all outbound calls

    Posted 19 days ago

    Hi,

    We have enabled Diversion header under Diversion Method in the Trunk settings and noticed now on all outbound calls the Diversion Header is present.

    It contains the FROM number. 

    We cant seem to find any documentation referring to this behaviour or other forum posts. Surely this is not expected? 

    Just to confirm these are not diverted calls and no inbound call or leg is present. Simple call outbound from Genesys Agent Web Client to any external number. 

    Appreciate any thoughts on this. 

    Thanks


    #SIP/VoIP
    #Telephony

    ------------------------------
    Luke Brennan
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  • 2.  RE: BYOC - Diversion Header present in all outbound calls
    Best Answer

    GENESYS
    Posted 19 days ago

    Hey Luke,

    That certainly does seem odd. Can you open a case with the Telephony team in Customer Care and have them take a look at the SIP pcap and your trunk settings? Please let us know what they're able to find in their investigation.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: BYOC - Diversion Header present in all outbound calls

    Posted 19 days ago

    Outbound Caller ID is either at the trunk level under Identity if you changed anything there (almost no one every does) or based on the OLI settings at the trunk or site level.  Basically, you can choose the priority of what is being sent.  Diversion is only used for transferred calls, so should not affect a straight outbound call.  If you enable Diversion, it will still set that information so if the call is used in a REFER back to Genesys, it will have the original information about the call.  Is the Diversion showing up as the OLI?  If so, is this GCV or BYOC?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: BYOC - Diversion Header present in all outbound calls

    Posted 18 days ago

    Hi Guys,

    Thanks for the input. This is BYOC. Upon closer inspection on a few more examples it is actually the TO / dialed number that is present in the Diversion Header - so OLI etc not affected or involved. 

    So for example you dial +123456789 and that is in the TO header as expected but also the following is added: 

    Diversion: <sip:+123456789@1.2.3.4;user=phone>;reason=deflection

    >> If you enable Diversion, it will still set that information so if the call is used in a REFER back to Genesys, it will have the original information about the call

    So just to be clear on that point - are you saying if "Diversion Header" is enabled as Diversion Method on the Trunk on Genesys side they will include Diversion Header in all outbound calls in case it is needed later in a Refer back to Genesys? 

    If that's the case the behaviour still seems odd to me. 


    Thanks



    ------------------------------
    Luke Brennan
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    Original Message


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