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How "Primary Voice" and "Primary SNS" is selected (Order of selction)

  • 1.  How "Primary Voice" and "Primary SNS" is selected (Order of selction)

    Posted 05-08-2025 02:01

    Dear Genesys community.

    I am pretty new to Genesys, we have at the moment an Rollout in our company and I am happy to dive in to Genesys :-)

    We are working with our colleagues and a Partner in US on thw rollout and at the moment struggling on "Mobile phone" numbers.

    We provision the system with our user by Microsoft Teams provisioning, mean we use entry ID to provision all our employees in to the system to make it availible for agent's to search, find and call the employees. 

    I understand Genesys will select the Primary voice based on if it is a E164 number (mean +1... or +43....) and first of all take a look if an E164 number is available in any work phone and if not select mobile phone as "Primary Voice" I have the feeling that E164 is important because colleagues in US provision just a 5 digit number and it seem it was not selected as "Primary Voice"

    Am I wrong and if yes could some of you explain how "Primary Voice" and "Primary SMS" is selected ?

    Christian


    #Outbound
    #Routing(ACD/IVR)

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    Christian Sedlmeier
    Sen. Infrastructure Analyst
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  • 2.  RE: How "Primary Voice" and "Primary SNS" is selected (Order of selction)
    Best Answer

    Posted 05-08-2025 15:03

    Hello Christian,

    You can enter a 10 digit number for an agent's Primary Voice and/or Primary SMS number. When importing agent info, you can also assign them an extension that is 3-9 numbers long. If you are trying to assign them an extension as their Primary Voice, that will need to go in the ext. field.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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