Hello!

We are trying to implement Genesys cloud as our contact center tool. However, there are few options which seems to be not available/assigned. Below are few

1. Custom Status : How to create/add or edit new status in Genesys cloud ? I can create secondary status but not a new one.

 2. Outbound : Unable to do outbounds, says "dial plan entry not found".

Hi Suraj,

1. Primary statuses are standard and cannot be changed nor appended. Don't quote me on this but this may have to do with the APIs
   Secondary status overview - Genesys Cloud Resource Center (mypurecloud.com)
2. There are many things you have to ensure before dialing works in Genesys including:
   
   

• Sites
• Trunks
• Number plan
• Outbound routes
• Phone assignment
• Edges (trunk assignment on network interfaces)

Check these articles first and ensure you have covered everything.

Also, do you know if you have BYOC Cloud, BYOC Premise or GenesysCloud Voice?

About sites - Genesys Cloud Resource Center (mypurecloud.com)

Hello Suraj,

Welcome to the Community! Huge thanks to Niel for answering your second question. While we unfortunately do not have a way to create custom primary statuses, the good news is that I was able to find an Idea in the Product Ideas Lab for Custom Primary Statuses. The idea was updated to be in the Future Consideration status just a little bit ago. If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development!