Genesys Cloud - Main

When we move an organization to GenesysCloud for contact center features, many times there are base PBX features for other groups that every other system can do in it's sleep but Genesys does not.  After many support cases over and over....the answer is "Sorry, we are not sure how you could do that." Here are a few items that would make all the difference to many companies:

1) Ring a group of phones - broadcast or the other likes.  Today, groups only allow us to add users and it follows the users status. If they are not logged into the UI, phones will not ring. (almost every other system can do this in it's sleep)

2) Control outbound ANI for specific phones with a different DID that what they receive calls on - (users may have a DID for themselves but company wants their Toll Free Number sent out in ANI.  (almost every other system can do this in it's sleep)

3) Allow the calling phone to determine which outbound trunk it should use (source based routing) -  (almost every other system can do this in it's sleep) 
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#Roadmap/NewFeatures

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Rob Thornton
TEAMSOS
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Yes, PBX features have not been a focus of Genesys Cloud, but that has changed recently to compete with others like Ring Central and 8x8.  As for your questions:

1) Ring a group of phones - broadcast or the other likes.  Today, groups only allow us to add users and it follows the users status. If they are not logged into the UI, phones will not ring. (almost every other system can do this in it's sleep)

If a default phone is selected for users, then it should ring them if they are logged in or not.  I have not tested with group ring, but it should follow the default ringing to the phone.

2) Control outbound ANI for specific phones with a different DID that what they receive calls on - (users may have a DID for themselves but company wants their Toll Free Number sent out in ANI.  (almost every other system can do this in it's sleep)

This is on the roadmap and there are many ideas on AHA that pertain to this.  Right now, you do it through different queues or  trunks and routing.  We have done this at Avtex with Interaction Sync for Dynamics to allow a different Caller ID to be sent out per user, group, or based on area code dialing.  Currently there is no way to intercept the outbound call and manipulate. 

3) Allow the calling phone to determine which outbound trunk it should use (source based routing) -  (almost every other system can do this in it's sleep)

This is done by the site the phone is in, dial plain on the site and different trunks.

Thanks Robert. For item 1) - the group ring doesn't flow like direct calls. It appears to only check user status and forward for certain values of status. Because I can't add a device to a group, the users control everything. We'll have to train staff to login to the UI to get group calls /broadcast rings on their polycom phones. A big set back for basic phone users. 
For item 3), the client I'm helping is a BYOC customer and each site requires (2) physical edges. For data center customers that have (2) to (4) edges in cloud for their environment, adding sites for users we want to control the dialplan different on is not an option. Again, just annoying because other systems have been doing this for 20+ years pretty easily and it's frustrating to upgrade a client to the latest technology and then take away basic features and control. :-(    I do appreciate your reply.

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Rob Thornton
Special Order Systems, Inc. dba SOS
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Original Message:
Sent: 08-09-2020 15:53
From: Robert Wakefield-Carl
Subject: Huge but simple features missing in GenesysCloud

Yes, PBX features have not been a focus of Genesys Cloud, but that has changed recently to compete with others like Ring Central and 8x8.  As for your questions:

1) Ring a group of phones - broadcast or the other likes.  Today, groups only allow us to add users and it follows the users status. If they are not logged into the UI, phones will not ring. (almost every other system can do this in it's sleep)

If a default phone is selected for users, then it should ring them if they are logged in or not.  I have not tested with group ring, but it should follow the default ringing to the phone.

2) Control outbound ANI for specific phones with a different DID that what they receive calls on - (users may have a DID for themselves but company wants their Toll Free Number sent out in ANI.  (almost every other system can do this in it's sleep)

This is on the roadmap and there are many ideas on AHA that pertain to this.  Right now, you do it through different queues or  trunks and routing.  We have done this at Avtex with Interaction Sync for Dynamics to allow a different Caller ID to be sent out per user, group, or based on area code dialing.  Currently there is no way to intercept the outbound call and manipulate.

3) Allow the calling phone to determine which outbound trunk it should use (source based routing) -  (almost every other system can do this in it's sleep)

This is done by the site the phone is in, dial plain on the site and different trunks.

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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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