Genesys Cloud - Main

Dears 

Thank you for your time, I would like to see if its possible to assign the DID number for architect and queue at the same time, the DID will be assign to queue for outbound call

purposes, anyhow I did tried to do this action for user and it always gave me there is an duplicate error ,does anyone know if its possible to  use the DID for both architect and

queue/user at the same time ???


BR
#SIP/VolP
#Telephony

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Mohannad haddad
Fourth Dimension Systems LLC
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Mohannad,

You have a couple of things confused.  The outbound Caller ID for the queue OLI (Outgoing Line Identification) is defined in the Voice tab of the Queue settings in Admin.  That defines what people will see on their phone when an agent calls outbound on behalf of the queue.  

The DID (Direct Inward Dial) is the number that is called by a customer to reach you and the telephone company (carrier) will send us DNIS (Dialed Number Identification Service) digits to say what number was dialed (they may not be the same in every occasion).  We use Call Routing or DNIS mapping to define the inbound route that number will take.  This DNIS mapping has to be unique, so if you assign to a Call Route (or Flow), you cannot also assign to a queue or user and vice versus.  

Remember, this is a very complex computer making decisions on zeros and ones, so you can have a 0 and 1 assigned to any decision logic - it has to be one or the other.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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