Genesys Cloud - Main

Hello Team,

Greetings,

I could see, The Call dialed from mobile/other telephony device is getting failed during transfer to LiveHub(SIP telephony platform) platform at newly created a SIP trunk. But when I dial the same number from the Genesys WebRTC phone, its getting through( i.e>>getting landed on VoiceBOT at LiveHub).

.

Calling(@Mob/WebRTC>>>>>>IVR>>>>Transfer to Number@LiveHub SIP telephony platform>>>>BOT.

Could you please let me know what setting I have to crosscheck.

Thanks.

Dev

#Telephony

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Devanand Gawande
Capgemini Brasil S.A.
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Check number dialed in the call simulator to see what is being sent out to LiveHub.  Also, if you use a transfer out, make sure you turn the diversion on the trunk to Diversion Header or will be sending the OLI on the trunk itself.  I am guessing that LiveHub is seeing the incoming number as the outgoing number and not routing correctly.  

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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
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Check your sites and numbering plans.

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Vaun McCarthy
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Can you describe a little more of how the calls are being handled?

It looks like you have the user dial a number which is configured as a DID, so that it goes to an Inbound Call flow, which then uses Transfer to Number to send the call to LiveHub, is that correct?

For the Mobile/other telephony device calls, are those being dialed directly from the mobile phone or other phone external to Genesys Cloud?

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Hello George & Bob,

Thanks a lot for your inputs, yes the issue is resolved now.

It looks like you have the user dial a number which is configured as a DID, so that it goes to an Inbound Call flow, which then uses Transfer to Number to send the call to LiveHub, is that correct? >>> Correct.

For the Mobile/other telephony device calls, are those being dialed directly from the mobile phone or other phone external to Genesys Cloud? >> Yes

I have installed the CA certificate from LiveHub but still it was not working. then I modified the SIP configuration on the LIVE Hub. and its done.

Cheers.

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Devanand Gawande
Capgemini Brasil S.A.
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Original Message:
Sent: 03-11-2024 10:52
From: George Ganahl
Subject: Call dialed from mobile is getting failed during tranfer to LiveHub platform at newly created a SIP trunk.

Can you describe a little more of how the calls are being handled?

It looks like you have the user dial a number which is configured as a DID, so that it goes to an Inbound Call flow, which then uses Transfer to Number to send the call to LiveHub, is that correct?

For the Mobile/other telephony device calls, are those being dialed directly from the mobile phone or other phone external to Genesys Cloud?

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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