Genesys Cloud - Main

■Question

In a hybrid environment, is it guaranteed that a call received on a premise trunk (External trunk hosted on Premise Edge) will behave correctly when using the "Transfer to Number" action in an inbound call flow to transfer the call via a cloud trunk (External trunk hosted on Cloud Edge)?

In the testing environment, this scenario succeeded. 
However, I would like to confirm because the reverse scenario of "transferring a call received on a cloud trunk to a premise trunk" failed, which makes me concerned.

If this scenario is not functioning as it should, I will need to reconsider the entire design we are currently contemplating, and I would like to consult someone who is knowledgeable about this subject.

*  Here, "cloud site" and "premise site" refer to the "media model" labels used in the site management screen of the hybrid environment's GC (Genesys Cloud).

■Background 
Currently, we are designing scenarios during the transition period from Premise Edge to Cloud Edge. The requirement is to transfer inbound calls using a specific trunk in a hybrid environment, and we have validated two scenarios.

As a result, only the scenario "② Receive on a cloud trunk and transfer from a premise trunk using 'Transfer to Number'" failed, so we have requested customer care to investigate the cause of ②. 
This time, we want to confirm whether the successful scenario "① Receive on a premise trunk and transfer from a cloud trunk using 'Transfer to Number'" is indeed reliable.

 

■Scenarios 
① Receive on a premise trunk and transfer from a cloud trunk using "Transfer to Number." 
Details:
An inbound call received at the premise site via the premise trunk is executed with "Transfer to Number" in the flow, and is transferred externally from the cloud trunk through the same premise site as the call arrival. 
Result: Success

 

② Receive on a cloud trunk and transfer from a premise trunk using "Transfer to Number." 
Details: An inbound call received at the cloud site via the cloud trunk is executed with "Transfer to Number" in the flow, and is transferred externally from the premise trunk through the same cloud site as the call arrival. 
Result: Failure, investigation by customer care is in progress.

#Telephony

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Yurie Ikura
NA
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Hello Yurie,

I'm not sure why Scenario 1 works, while Scenario 2 does not work. I am not aware of any limitation or reason why one scenario works and the other does not, though I did find the following in this Resource Center article:

Since you have a case open with Customer Care, I would recommend that you provide them with the conversationID of the failed test interaction. They should be able to investigate the logs and pcap to see why the "Transfer to Number" action failed.

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Jason Kleitz
Online Community Manager/Moderator
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Hello Jason,

Thank you for your response! I apologize for my delayed reply.

When I previously inquired with customer care, I was informed that the default site selection is applicable only for "Genesys Cloud Voice." Since we are actually using CHS, I understood that the setting of the default site is not applicable in this case.

Let me explain the background. The Resource Center states, "For existing calls, Architect tries to use the same trunk and site as the inbound call." https://help.mypurecloud.com/articles/transfer-to-number-action/

The fact that this scenario succeeded contradicts the description in the Resource Center. Although this scenario has succeeded in our testing, if there is some restriction imposed by Genesys that would cause it not to succeed, we would need to significantly alter our current design.

To ensure this is not necessary, we wanted to confirm with Genesys engineers just in case.

Regards,

Yurie

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Yurie Ikura
NA
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Original Message:
Sent: 03-26-2025 09:57
From: Jason Kleitz
Subject: Call received on a premise trunk and transfer from a cloud trunk using "Transfer to Number."

Hello Yurie,

I'm not sure why Scenario 1 works, while Scenario 2 does not work. I am not aware of any limitation or reason why one scenario works and the other does not, though I did find the following in this Resource Center article:

Note: For existing calls, Architect tries to use the same trunk and site as the inbound call. However, if the trunk is in use by multiple sites, Architect uses the default site.

Since you have a case open with Customer Care, I would recommend that you provide them with the conversationID of the failed test interaction. They should be able to investigate the logs and pcap to see why the "Transfer to Number" action failed.

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Jason Kleitz
Online Community Manager/Moderator
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