Dear Team,

Greetings. Kindly guide me for the below given scenario.

Scenario:  A customer having ANI "A" is dialing  "D" number, Telephony service provider is forwarding/redirecting the traffic from "D" to "E" number which is configured under Genesys cloud for inbound calls.

Whenever I receives a call on "E" ,  I could see the ANI is "A" which is perfect but the "DNIS" is showing "E" (I am expecting a DNIS as "D" here, which my customer actually dialed).

I could see SIP traces from my TSP in the below given format.  I want  DNIS value for this call, which is reflecting under "Diversion" field below. 

===========================================

INVITE sip:destination@example.com SIP/2.0

To: <sip:destination@example.com>

From: <sip:source@example.com>

Call-ID: 1234567890

CSeq: 1 INVITE

Diversion: <tel:DNIS@example.com>;reason=unconditional Content-Length: 0

========================================

I could see "Diversion Method" has been set to "None" in my org's External Trunk config. will it help if I change it to "Diversion Header" ? or will it create any other problem for my existing hotlines as for rest of the hotlines, we are not using call Diversion,(i.e cust. is dialing hotline and we are getting call on the same hotline inside Genesys cloud as usual,  I don't want to disturb that setup please).

Or please let me know, is there any other way-out. We have large number of External trunks configured. do I need to do the setting on all the trunks or create a new one only for such calls.

 Thanks in advance...!!!

Just create a different trunk with a different diversion header setting and then use that trunk in the dial plan for that specific number on the default site.  This trunk does not need to be used for inbound, just for outbound.  Now this assumes that you have BYOC trunks.  This will not change the existing setup.  LMK if you don't think this will work. 

Dear Team,

Greetings. Kindly guide me for the below given scenario.

Scenario:  A customer having ANI "A" is dialing  "D" number, Telephony service provider is forwarding/redirecting the traffic from "D" to "E" number which is configured under Genesys cloud for inbound calls.

Whenever I receives a call on "E" ,  I could see the ANI is "A" which is perfect but the "DNIS" is showing "E" (I am expecting a DNIS as "D" here, which my customer actually dialed).

I could see SIP traces from my TSP in the below given format.  I want  DNIS value for this call, which is reflecting under "Diversion" field below. 

===========================================

INVITE sip:destination@example.com SIP/2.0

To: <sip:destination@example.com>

From: <sip:source@example.com>

Call-ID: 1234567890

CSeq: 1 INVITE

Diversion: <tel:DNIS@example.com>;reason=unconditional Content-Length: 0

========================================

I could see "Diversion Method" has been set to "None" in my org's External Trunk config. will it help if I change it to "Diversion Header" ? or will it create any other problem for my existing hotlines as for rest of the hotlines, we are not using call Diversion,(i.e cust. is dialing hotline and we are getting call on the same hotline inside Genesys cloud as usual,  I don't want to disturb that setup please).

Or please let me know, is there any other way-out. We have large number of External trunks configured. do I need to do the setting on all the trunks or create a new one only for such calls.

 Thanks in advance...!!!