Genesys Cloud - Main

Hi,

We are using the "Create Callback" action in Architect, and it all works well with a E16 number.
However, in some cases, we would like to use a SIP number as the callback number.

The "Create Callback" accepts a PhoneNumber variable as the Callback Number.
If I use a SIP number in the "ToPhoneNumber" I get a valid response to the function - i.e. ToPhoneNumber("sip:12345678@dummy_domain") returns a PhoneNumber variable and if I observe ToPhoneNumber("sip:12345678@dummy_domain").uri, I get sip:12345678@dummy_domain.

However, if use ToPhoneNumber("sip:12345678@dummy_domain") as the Callback Number input to the "Create Callback" action, I get no error, but the callback is not created.

Does anyone know if a SIP number is supported in the "Create Callback" action?
I can see no reference in the documentation that suggests it is not and the API endpoint POST /api/v2/conversations/callbacks certainly accepts a SIP number (it actually seems to accept anything :-)) 

Cheers

Andrew Watson

Andrew, Not supported. Create Callback requires an E.164 number for the actual dialing, even if SIP URIs can be parsed in Architect.
Workaround: map a dummy E.164 to your SIP URI via dial plan or SBC.

Thanks Breno.

Disappointing, but nice to know :-)

An alternative might be to create a data action to use the API endpoint to create the callback.

Cheers

Andrew Watson

To add to @Breno Canyggia Ferreira Marreco, answer. The Create Callback action and the POST /api/v2/conversations/callbacks API endpoint specify that the callback number should be a "telephone number" format.

But as Breno mentioned the create callback requires the E.164 for actual dialing. The work around mentioned is the exact work around I have seen used by a number of customers.

Cheers,