Genesys Cloud - Main

Hi 
I have a user who has a DID and is "On Queue".  However, everytime someone calls her number it goes straight to voicemail.  This has worked for her up until 2 weeks ago.

I have compared her settings with other users and verified that the phone number has a good status when you look it up in Purecloud.  

Does anyone know of what would cause this issue?
#SystemAdministration
#Telephony
#Unsure/Other

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Thomas Ivy
Gusto
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I guess, it is because she has changed a work phone number on her PureCloud User configuration.
Her contact center phone number (Remote phone) shouldn't be the same as her PureCloud user work phone number.
She can set this as Home phone number, then it works.
PureCloud checks the first 4 Work numbers.



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Ratnarajah Rajkumar
SPIE ICS AG
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I am currently this issue with one of my users.  The Work phone number matches the users. Even if you remove the number from the users account it goes to voice mail

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Timothy Thomas
GCI Communication Corp.
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Original Message:
Sent: 05-24-2019 17:05
From: Ratnarajah Rajkumar
Subject: Calls going straight to voicemail

I guess, it is because she has changed a work phone number on her PureCloud User configuration.
Her contact center phone number (Remote phone) shouldn't be the same as her PureCloud user work phone number.
She can set this as Home phone number, then it works.
PureCloud checks the first 4 Work numbers.



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Ratnarajah Rajkumar
SPIE ICS AG
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Have you tried to simulate a call to that number in dial plan ?​

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Bj Johnson
AXA Equitable
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------Original Message------

Have you tried to simulate a call to that number in dial plan ?​

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Bj Johnson
AXA Equitable
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