That's what I presumed, but I wanted to be sure.
Did External Contacts allow just extensions previously? I see the note in the Resource Center stating that you cannot have just an extension.
One thing that comes to mind, as a workaround, is that you could use a leading substring to make the extension look like a real phone number. For example, if you have 5-digit extensions, add a US phone number with, say 31722 on the front.
So, extension 51000 would be entered as 3172251000. The External Contacts interface will change that to (317) 225-1000, which is fine.
In your Site configuration create a Number Plan with Regular Expression match type.
Use something like
\+?120222([0-9]{5}) for the match expression, then
$1 for the Normalized Number Expression. Use your existing Classification that you currently use for the calls sent to Call Manager.
I tried it out on my system, and it seems to work. The one catch is that if someone tries to call a contact that matches the actual area code, they'll be sent to the Call Manager...make the Regular Expression match as specific as possible. Maybe use a country that no one ever dials. Whatever makes sense.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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Original Message:
Sent: 11-21-2018 15:08
From: Daniel Grosso
Subject: External contact etensions
Hello George.
Our client has multiple call managers (besides Edge) and multiple phone networks. We created Trunks between Edge and these call managers so they can reach physical phones of other phone networks without leaving the internal circuit. It's all working well, but now, when we create an external contact that is just an internal extension we need to put a dummy phone number on it.
Thank u.
Regards,
Daniel
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Daniel Grosso
ACCENTURE CONSULTORES DE GESTAO SA
Original Message:
Sent: 11-20-2018 14:41
From: George Ganahl
Subject: External contact etensions
Daniel, what is your use case/example for an External Contact that you dial by extension only?
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 11-20-2018 12:33
From: Daniel Grosso
Subject: External contact etensions
Hello everyone.
We notice that, for a given external contact, is now mandatory to fill "phone" field AND "Extension" field.
What do we do now when we need to add an external contact that is only an extension?
Thank u.
Regards,
Daniel
#Omni-ChannelDesktop/UserInterface
#Telephony
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Daniel Grosso
ACCENTURE CONSULTORES DE GESTAO SA
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