Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour? 

Hey Tatjana,

I just tried this myself and I am seeing the same National + N/A (Internal Call) when trying to call a number that is listed as a DID Number for the Org. When I simulate a call to a number that I know is not in my Org, it chooses an Outbound Route.

Let me know if that helps!

Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour? 

Hi Jason,

Thank you for the response. Our test results are different from yours. 

Sure enough, the example I shared when created this post was for the cell phone number, and that phone number is not configured in DID Numbers. We have performed numerous tests, including the phone numbers that are provisioned by SCIM (MS Teams phone numbers), and in all of our tests, we were using external phone numbers, not the ones of the DID configured in the Org. Unfortunately, in all our tests, the Call Simulator returned the "Internal Call". 

We even had a Zoom call with the Care, during which we performed a couple of tests using non-Genesys DIDs assigned to users as Cell numbers or Other Phone numbers (SCIM), with the same result: "Internal Call," classification "National." The Care was able to see right on the spot during our session with the screen share what was happening. Unfortunately, they were not able to provide anything else except that "this is probably an UI issue." 

I hope this clarifies the problem we are experiencing. Below is the screenshot of the DID where the search for the phone number I shared when created this post (last 4 digits 8207 is unmasked) 

Thanks,

Hey Tatjana,

I just tried this myself and I am seeing the same National + N/A (Internal Call) when trying to call a number that is listed as a DID Number for the Org. When I simulate a call to a number that I know is not in my Org, it chooses an Outbound Route.

Let me know if that helps!

Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour? 

Are any of these external numbers recorded in a User's profile?

I'm not sure if it's related (and to a certain extent it might be about who is performing the test) but if you call in from your cellphone to test a flow and your cellphone is listed in your profile, even if you are the only Agent on Queue, it won't send it to you as it assumes (kinda correctly) that you would then be calling yourself which you don't want (it's that last part that's incorrect!) This is a well known concern and one which most folks troubleshooting Flows have come across....

HTH

Hi Jason,

Thank you for the response. Our test results are different from yours. 

Sure enough, the example I shared when created this post was for the cell phone number, and that phone number is not configured in DID Numbers. We have performed numerous tests, including the phone numbers that are provisioned by SCIM (MS Teams phone numbers), and in all of our tests, we were using external phone numbers, not the ones of the DID configured in the Org. Unfortunately, in all our tests, the Call Simulator returned the "Internal Call". 

We even had a Zoom call with the Care, during which we performed a couple of tests using non-Genesys DIDs assigned to users as Cell numbers or Other Phone numbers (SCIM), with the same result: "Internal Call," classification "National." The Care was able to see right on the spot during our session with the screen share what was happening. Unfortunately, they were not able to provide anything else except that "this is probably an UI issue." 

I hope this clarifies the problem we are experiencing. Below is the screenshot of the DID where the search for the phone number I shared when created this post (last 4 digits 8207 is unmasked) 

Thanks,

Hey Tatjana,

I just tried this myself and I am seeing the same National + N/A (Internal Call) when trying to call a number that is listed as a DID Number for the Org. When I simulate a call to a number that I know is not in my Org, it chooses an Outbound Route.

Let me know if that helps!

Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour? 

Hi Paul,

Thank you. I'm sorry; it seems we are talking about different topics here :-) Yeah, I'm aware of the issues when ANI matches one of the phone numbers on a profile. 

A Call Simulator checks what trunks will be used if/when the number is dialed and what the classification type is. We even noticed that the Call Simulator returns "Internal Call" when we simulate dialing the phone configured as the User's "Other Phone" (provisioned to Genesys Cloud from Azure AD via SCIM). 

Are any of these external numbers recorded in a User's profile?

I'm not sure if it's related (and to a certain extent it might be about who is performing the test) but if you call in from your cellphone to test a flow and your cellphone is listed in your profile, even if you are the only Agent on Queue, it won't send it to you as it assumes (kinda correctly) that you would then be calling yourself which you don't want (it's that last part that's incorrect!) This is a well known concern and one which most folks troubleshooting Flows have come across....

HTH

Hi Jason,

Thank you for the response. Our test results are different from yours. 

Sure enough, the example I shared when created this post was for the cell phone number, and that phone number is not configured in DID Numbers. We have performed numerous tests, including the phone numbers that are provisioned by SCIM (MS Teams phone numbers), and in all of our tests, we were using external phone numbers, not the ones of the DID configured in the Org. Unfortunately, in all our tests, the Call Simulator returned the "Internal Call". 

We even had a Zoom call with the Care, during which we performed a couple of tests using non-Genesys DIDs assigned to users as Cell numbers or Other Phone numbers (SCIM), with the same result: "Internal Call," classification "National." The Care was able to see right on the spot during our session with the screen share what was happening. Unfortunately, they were not able to provide anything else except that "this is probably an UI issue." 

I hope this clarifies the problem we are experiencing. Below is the screenshot of the DID where the search for the phone number I shared when created this post (last 4 digits 8207 is unmasked) 

Thanks,

Hey Tatjana,

I just tried this myself and I am seeing the same National + N/A (Internal Call) when trying to call a number that is listed as a DID Number for the Org. When I simulate a call to a number that I know is not in my Org, it chooses an Outbound Route.

Let me know if that helps!

Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour? 

Tatjana,

I am aware of what the simulator is supposed to do, I'm wondering if it is actually doing only that though! Try removing the "Other Phone" from a couple of users and try their numbers again. My guess is that it's trying to be too clever - sees the number belongs to a user so shows you how it (the simulator) thinks Genesys Cloud would route the call if you dialed that number (i.e. internally) Based on what (I think) you are describing, that would fit the symptoms. The fact that calling the number actually does route the call out suggests that the logic used for the simulator doesn't quite match up with reality.... 😲

Hi Paul,

Thank you. I'm sorry; it seems we are talking about different topics here :-) Yeah, I'm aware of the issues when ANI matches one of the phone numbers on a profile. 

A Call Simulator checks what trunks will be used if/when the number is dialed and what the classification type is. We even noticed that the Call Simulator returns "Internal Call" when we simulate dialing the phone configured as the User's "Other Phone" (provisioned to Genesys Cloud from Azure AD via SCIM). 

Are any of these external numbers recorded in a User's profile?

I'm not sure if it's related (and to a certain extent it might be about who is performing the test) but if you call in from your cellphone to test a flow and your cellphone is listed in your profile, even if you are the only Agent on Queue, it won't send it to you as it assumes (kinda correctly) that you would then be calling yourself which you don't want (it's that last part that's incorrect!) This is a well known concern and one which most folks troubleshooting Flows have come across....

HTH

Hi Jason,

Thank you for the response. Our test results are different from yours. 

Sure enough, the example I shared when created this post was for the cell phone number, and that phone number is not configured in DID Numbers. We have performed numerous tests, including the phone numbers that are provisioned by SCIM (MS Teams phone numbers), and in all of our tests, we were using external phone numbers, not the ones of the DID configured in the Org. Unfortunately, in all our tests, the Call Simulator returned the "Internal Call". 

We even had a Zoom call with the Care, during which we performed a couple of tests using non-Genesys DIDs assigned to users as Cell numbers or Other Phone numbers (SCIM), with the same result: "Internal Call," classification "National." The Care was able to see right on the spot during our session with the screen share what was happening. Unfortunately, they were not able to provide anything else except that "this is probably an UI issue." 

I hope this clarifies the problem we are experiencing. Below is the screenshot of the DID where the search for the phone number I shared when created this post (last 4 digits 8207 is unmasked) 

Thanks,

Hey Tatjana,

I just tried this myself and I am seeing the same National + N/A (Internal Call) when trying to call a number that is listed as a DID Number for the Org. When I simulate a call to a number that I know is not in my Org, it chooses an Outbound Route.

Let me know if that helps!

Hello,

We have found some issue for the Call Simulator, wanted to share it here to see if anyone else experiences the same. It is always easier to bear, if you are not alone :-) 

We opened the ticket with the Care and the response we got in few words is "they will reach out to their SME for approval if this can be escalated to their Dev team, since it is a most probably UI issue" . 

Here is our brief description of the problem, and I'll use this sample.  User is configured to have an extension (Primary) and Cell phone assigned to his profile as below (reducted some parts of the phone number and the email). Using a Call Simulator under the Telephony site for this number we are getting the output, this is an "Internal Call"  under the classification "National" (2nd screenshot). 

When I dial this phone, the call is an External call as expected. 

Did anyone experience the similar behaviour?