Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

I'm new to the Genesys Platform, so I am sorry if this comes across as basic:

I built a Branch Site - [Mexico - Mexico City]  This is for non IVR calls - ie Business Users w/Communicate Licenses

I couldn't configure its specific location in the country so chose 'Remote Site'. 
Which is our default for several sites without locations.
I created a User and two phones: WebRTC and a VVX Phone.
I purchased Mexico Numbers and assigned one to a user.

Phone was delivered and authenticated and succesfully provisioned at site.

I'm concerned that the Site wasn't configured correctly>
It's Location, Media Region, Number Plans, Outbound Routes, and Trunk are all configured with an arbitrary Location.

The topology map shows its position incorrectly on the map. My assumption is - We aren't configuring our sites correctly, and creating incorrect routes and number plans. I've been unable to locate documentation for how to set up an international site properly.

I added a Number plan hoping to simplify dialing from the site.  So that users wouldn't have to dial through the International and National Area Codes to dial local numbers.  +52 55 12345678  -- I hoped would just be dialed normally as 55 12345678 from users in Mexico City calling Locally

This simulation results below was a false positive: Only add to my confusion.
The user in Mexico City is unable to place outbound calls but is receiving inbound, internal and external calls

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 01-22-2025 07:41
From: Cameron Tomlin
Subject: Configuring Telephony at New Facilities in LATAM

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

I'm new to the Genesys Platform, so I am sorry if this comes across as basic:

I built a Branch Site - [Mexico - Mexico City]  This is for non IVR calls - ie Business Users w/Communicate Licenses

I couldn't configure its specific location in the country so chose 'Remote Site'. 
Which is our default for several sites without locations.
I created a User and two phones: WebRTC and a VVX Phone.
I purchased Mexico Numbers and assigned one to a user.

Phone was delivered and authenticated and succesfully provisioned at site.

I'm concerned that the Site wasn't configured correctly>
It's Location, Media Region, Number Plans, Outbound Routes, and Trunk are all configured with an arbitrary Location.

The topology map shows its position incorrectly on the map. My assumption is - We aren't configuring our sites correctly, and creating incorrect routes and number plans. I've been unable to locate documentation for how to set up an international site properly.

I added a Number plan hoping to simplify dialing from the site.  So that users wouldn't have to dial through the International and National Area Codes to dial local numbers.  +52 55 12345678  -- I hoped would just be dialed normally as 55 12345678 from users in Mexico City calling Locally

This simulation results below was a false positive: Only add to my confusion.
The user in Mexico City is unable to place outbound calls but is receiving inbound, internal and external calls

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 01-22-2025 07:41
From: Cameron Tomlin
Subject: Configuring Telephony at New Facilities in LATAM

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

Along with the resources from Cameron, I would suggests a few things:

1. Add Brazil to your Media Regions as it is possible that could be closer for some users over others or you can just check the box to the right to choose the closest region.
2. Calling Addresses should be e.164, so include the "+52" in front of it or it might interpret is as a local US number
3. On the Number Plan to include the +55$1 in the regex matching and replacement so it will dial out from US-West as an international number

Looks like all else should be fine. 

I'm new to the Genesys Platform, so I am sorry if this comes across as basic:

I built a Branch Site - [Mexico - Mexico City]  This is for non IVR calls - ie Business Users w/Communicate Licenses

I couldn't configure its specific location in the country so chose 'Remote Site'. 
Which is our default for several sites without locations.
I created a User and two phones: WebRTC and a VVX Phone.
I purchased Mexico Numbers and assigned one to a user.

Phone was delivered and authenticated and succesfully provisioned at site.

I'm concerned that the Site wasn't configured correctly>
It's Location, Media Region, Number Plans, Outbound Routes, and Trunk are all configured with an arbitrary Location.

The topology map shows its position incorrectly on the map. My assumption is - We aren't configuring our sites correctly, and creating incorrect routes and number plans. I've been unable to locate documentation for how to set up an international site properly.

I added a Number plan hoping to simplify dialing from the site.  So that users wouldn't have to dial through the International and National Area Codes to dial local numbers.  +52 55 12345678  -- I hoped would just be dialed normally as 55 12345678 from users in Mexico City calling Locally

This simulation results below was a false positive: Only add to my confusion.
The user in Mexico City is unable to place outbound calls but is receiving inbound, internal and external calls

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 01-22-2025 07:41
From: Cameron Tomlin
Subject: Configuring Telephony at New Facilities in LATAM

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

I added the region Brazil thank you!!

I don't understand the regex stuff. The Match Expression and Normalized fields are making me scratch my head.

I hoped to simplify dialing.  So people who dial locally could dial fewer numbers. For example, in the US, in days of yore I could dial 7 numbers 123-4567 and phone service would stay in the/my area code.

I wanted a number plan to do something like this for my users in Mexico. I was hoping they could dial 10 digits -- area code and number.  In Mexico City it's 2 or 3 digits for Area Code and  8 or 7 digits. 55 12345678, or 772 1234567

Matching dials like this: 55[0-9]{8} would send as Local, 1st transforming it
Normalize this to +42 55 1234-5678 is what I was attempting.

Is this a thing - or was I making up some crazy dumb stuff?
 

Can I get assistance with the Normalized Number Expression Field.

Eric C. Telephony Engineer 

The information contained in this email message is PRIVATE and intended only for the personal and confidential use of the recipient named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this message in error and that any review, dissemination, distribution or copying of this message is strictly prohibited.  If you have received this communication in error, please notify us immediately by email, and delete the original message.

Along with the resources from Cameron, I would suggests a few things:

1. Add Brazil to your Media Regions as it is possible that could be closer for some users over others or you can just check the box to the right to choose the closest region.
2. Calling Addresses should be e.164, so include the "+52" in front of it or it might interpret is as a local US number
3. On the Number Plan to include the +55$1 in the regex matching and replacement so it will dial out from US-West as an international number

Looks like all else should be fine. 

I'm new to the Genesys Platform, so I am sorry if this comes across as basic:

I built a Branch Site - [Mexico - Mexico City]  This is for non IVR calls - ie Business Users w/Communicate Licenses

I couldn't configure its specific location in the country so chose 'Remote Site'. 
Which is our default for several sites without locations.
I created a User and two phones: WebRTC and a VVX Phone.
I purchased Mexico Numbers and assigned one to a user.

Phone was delivered and authenticated and succesfully provisioned at site.

I'm concerned that the Site wasn't configured correctly>
It's Location, Media Region, Number Plans, Outbound Routes, and Trunk are all configured with an arbitrary Location.

The topology map shows its position incorrectly on the map. My assumption is - We aren't configuring our sites correctly, and creating incorrect routes and number plans. I've been unable to locate documentation for how to set up an international site properly.

I added a Number plan hoping to simplify dialing from the site.  So that users wouldn't have to dial through the International and National Area Codes to dial local numbers.  +52 55 12345678  -- I hoped would just be dialed normally as 55 12345678 from users in Mexico City calling Locally

This simulation results below was a false positive: Only add to my confusion.
The user in Mexico City is unable to place outbound calls but is receiving inbound, internal and external calls

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 01-22-2025 07:41
From: Cameron Tomlin
Subject: Configuring Telephony at New Facilities in LATAM

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

In the Normalized, use +42$1 to prepend the number dialed with the country code.

I added the region Brazil thank you!!

I don't understand the regex stuff. The Match Expression and Normalized fields are making me scratch my head.

I hoped to simplify dialing.  So people who dial locally could dial fewer numbers. For example, in the US, in days of yore I could dial 7 numbers 123-4567 and phone service would stay in the/my area code.

I wanted a number plan to do something like this for my users in Mexico. I was hoping they could dial 10 digits -- area code and number.  In Mexico City it's 2 or 3 digits for Area Code and  8 or 7 digits. 55 12345678, or 772 1234567

Matching dials like this: 55[0-9]{8} would send as Local, 1st transforming it
Normalize this to +42 55 1234-5678 is what I was attempting.

Is this a thing - or was I making up some crazy dumb stuff?
 

Can I get assistance with the Normalized Number Expression Field.

Eric C. Telephony Engineer 

The information contained in this email message is PRIVATE and intended only for the personal and confidential use of the recipient named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this message in error and that any review, dissemination, distribution or copying of this message is strictly prohibited.  If you have received this communication in error, please notify us immediately by email, and delete the original message.

Along with the resources from Cameron, I would suggests a few things:

1. Add Brazil to your Media Regions as it is possible that could be closer for some users over others or you can just check the box to the right to choose the closest region.
2. Calling Addresses should be e.164, so include the "+52" in front of it or it might interpret is as a local US number
3. On the Number Plan to include the +55$1 in the regex matching and replacement so it will dial out from US-West as an international number

Looks like all else should be fine. 

I'm new to the Genesys Platform, so I am sorry if this comes across as basic:

I built a Branch Site - [Mexico - Mexico City]  This is for non IVR calls - ie Business Users w/Communicate Licenses

I couldn't configure its specific location in the country so chose 'Remote Site'. 
Which is our default for several sites without locations.
I created a User and two phones: WebRTC and a VVX Phone.
I purchased Mexico Numbers and assigned one to a user.

Phone was delivered and authenticated and succesfully provisioned at site.

I'm concerned that the Site wasn't configured correctly>
It's Location, Media Region, Number Plans, Outbound Routes, and Trunk are all configured with an arbitrary Location.

The topology map shows its position incorrectly on the map. My assumption is - We aren't configuring our sites correctly, and creating incorrect routes and number plans. I've been unable to locate documentation for how to set up an international site properly.

I added a Number plan hoping to simplify dialing from the site.  So that users wouldn't have to dial through the International and National Area Codes to dial local numbers.  +52 55 12345678  -- I hoped would just be dialed normally as 55 12345678 from users in Mexico City calling Locally

This simulation results below was a false positive: Only add to my confusion.
The user in Mexico City is unable to place outbound calls but is receiving inbound, internal and external calls

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 01-22-2025 07:41
From: Cameron Tomlin
Subject: Configuring Telephony at New Facilities in LATAM

Hello Eric, 

We are going to need some more information, like errors you are seeing, what documentation did you follow, etc. I can provide some documentation that may help but wont be able to do more until I have a specifics. 

External Trunk Settings

About Trunks

About Sites

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-21-2025 18:32
From: Eric Callagher
Subject: Configuring Telephony at New Facilities in LATAM

Hi everyone,

I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide.  Would someone be able to walk me through all the moving parts?  Topology, trunks, sites etc.  My current feeling is that I don't have a proper outbound route or trunk for national or local calls.

#Implementation
#Outbound
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------