Genesys Cloud - Main

Hi, 

I have a queue based in the US that receives calls from international customers as well as domestic customers.  If the wait is too long, I would like to collect their number and place a callback in the queue so the next available agent can return their call.  This works fine for our in-country callers, but when an international caller leaves their number, it doesn't get formatted properly.

For example, I call into the queue and am prompted to leave my callback number.  (In this example, I use the US Embassy in New Zealand)  I enter 6493032724 and then go into the queue to answer the callback.  The number in the callback object is formatted as +16493032724.  I then tried to enter the number as 0116493032724, but that doesn't appear to be formatted properly either.

Any suggestions on how to get this to work for both domestic and international callers?

Thanks

You might need to use a data action to create the callback instead of the create callback tool.  When you define the number, try using  ToPhoneNumber(Append("+",numberinput)) that should give you the e.164 value needed for the callback to know how to dial out.  

Hi, 

I have a queue based in the US that receives calls from international customers as well as domestic customers.  If the wait is too long, I would like to collect their number and place a callback in the queue so the next available agent can return their call.  This works fine for our in-country callers, but when an international caller leaves their number, it doesn't get formatted properly.

For example, I call into the queue and am prompted to leave my callback number.  (In this example, I use the US Embassy in New Zealand)  I enter 6493032724 and then go into the queue to answer the callback.  The number in the callback object is formatted as +16493032724.  I then tried to enter the number as 0116493032724, but that doesn't appear to be formatted properly either.

Any suggestions on how to get this to work for both domestic and international callers?

Thanks

So actually adding that to the Create Callback tool in Architect fixed the issue.  Now all i need to do it figure out how to make sure that the caller enters the country code every time.

Thanks for your help!

You might need to use a data action to create the callback instead of the create callback tool.  When you define the number, try using  ToPhoneNumber(Append("+",numberinput)) that should give you the e.164 value needed for the callback to know how to dial out.  

Hi, 

I have a queue based in the US that receives calls from international customers as well as domestic customers.  If the wait is too long, I would like to collect their number and place a callback in the queue so the next available agent can return their call.  This works fine for our in-country callers, but when an international caller leaves their number, it doesn't get formatted properly.

For example, I call into the queue and am prompted to leave my callback number.  (In this example, I use the US Embassy in New Zealand)  I enter 6493032724 and then go into the queue to answer the callback.  The number in the callback object is formatted as +16493032724.  I then tried to enter the number as 0116493032724, but that doesn't appear to be formatted properly either.

Any suggestions on how to get this to work for both domestic and international callers?

Thanks

Hi, 

I have a queue based in the US that receives calls from international customers as well as domestic customers.  If the wait is too long, I would like to collect their number and place a callback in the queue so the next available agent can return their call.  This works fine for our in-country callers, but when an international caller leaves their number, it doesn't get formatted properly.

For example, I call into the queue and am prompted to leave my callback number.  (In this example, I use the US Embassy in New Zealand)  I enter 6493032724 and then go into the queue to answer the callback.  The number in the callback object is formatted as +16493032724.  I then tried to enter the number as 0116493032724, but that doesn't appear to be formatted properly either.

Any suggestions on how to get this to work for both domestic and international callers?

Thanks

#Implementation
#SIP/VoIP
#Telephony
#Unsure/Other

------------------------------
Craig Gillett
CEVA Logistics U.S., Inc.
------------------------------

Hi, 

I have a queue based in the US that receives calls from international customers as well as domestic customers.  If the wait is too long, I would like to collect their number and place a callback in the queue so the next available agent can return their call.  This works fine for our in-country callers, but when an international caller leaves their number, it doesn't get formatted properly.

For example, I call into the queue and am prompted to leave my callback number.  (In this example, I use the US Embassy in New Zealand)  I enter 6493032724 and then go into the queue to answer the callback.  The number in the callback object is formatted as +16493032724.  I then tried to enter the number as 0116493032724, but that doesn't appear to be formatted properly either.

Any suggestions on how to get this to work for both domestic and international callers?

Thanks

#Implementation
#SIP/VoIP
#Telephony
#Unsure/Other

------------------------------
Craig Gillett
CEVA Logistics U.S., Inc.
------------------------------