Thanks for sharing this.
Original Message:
Sent: 10-29-2024 06:40
From: Luke Brennan
Subject: BYOC - Diversion Header present in all outbound calls
So just to provide some further info and maybe some useful info for anyone having same issue in future - since originally posting this I went through a lengthy support ticket.
I mentioned above there is no transfer or divert in any of these calls. Just a standard outbound call from Agent external number. There is no inbound leg, no C party etc.
What this comes down to is if you use the Trunk Number Transformation option in Identity under the SIP Trunk to manipulate the number (when trying to add a prefix for eg) the Diversion Header is added is some cases.
I have been advised by Support that this is due to number format not being E.164 format. I argued that even with a prefix the examples provided were technically still E.164 and was then advised other things are taken into consideration such as correct country code and correct number length per country.
Still not sure I fully agree with that point because if you take the doc below:
https://help.mypurecloud.com/articles/regular-expression-match-and-replace-examples-for-external-trunk-number-transformation/
And configure example 1:
regex match ^(sip[s]?:|tel:)(\+)(.*)
regex format $1$3
works fine - no Diversion Header.
If you configure example 2:
Regex match ^(sip[s]?:|tel:)(\+)(.*)
Regex format ${1}1${3}
Diversion Header is present. Seems as soon as you use "{" or "}" in your regex then Diversion Header is added.
I then received further feedback to confirm it is expected behaviour related to logic preventing any diversion header address that matches current DNIS from being allowed but said logic doesnt apply to trunk transformation and any request to change would need an enhancement request submission.
Anyway this prefixing can be done in the number plan section as well without this problem so probably better to look at that if anyone wants to do this in the future. Just would have been useful to know this up front or find some relevant doc or forums posts that would have saved many hours of work....
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Luke Brennan
Original Message:
Sent: 10-27-2024 21:52
From: Paulo Mesquita
Subject: BYOC - Diversion Header present in all outbound calls
As mentioned by Robert the diversion header is only used for call transfer or call forwarding.
It sounds like what we have here is an outbound call that is initiated to B-Party and then transferred to another external number (C-Party).
In this scenario, if there is no DID assigned to the transfer originator (user/queue), Genesys Cloud adds the B-Party number to the diversion header. (Which may get rejected by most of the Telcos).
Calls that are originally initiated as Inbound to Genesys don't have this problem because the B-party(Genesys DNIS) is always a valid number. So, the SIP provider let the call transfer pass trough.
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Paulo Mesquita
Solutions Consultant
Original Message:
Sent: 09-18-2024 05:46
From: Luke Brennan
Subject: BYOC - Diversion Header present in all outbound calls
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
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Luke Brennan
Original Message:
Sent: 09-17-2024 18:22
From: Robert Wakefield-Carl
Subject: BYOC - Diversion Header present in all outbound calls
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?
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 09-17-2024 05:32
From: Luke Brennan
Subject: BYOC - Diversion Header present in all outbound calls
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
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Luke Brennan
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