Genesys Cloud - Main

Dear All,

My issue is related to collision in rule plans between inbound and outbound rules, and this collision prevents External Contacts to work.

Our customer would like to use effectively the External Contacts when their customer call the organization.
However, in order for External Contact to popup, the contact must be saved with country code (Ex. +966), as well as the inbound call must be with country code (+966).
The issue is that the outbound call must be without (+966) country code for the route plan, so the dial plan, which is responsible to remove the country code for outbound calls, is applied as well for the inbound call so it removes (+966); therefore, External Contact is not working.


In other words, is there a way for separating outbound rules from inbound rules? So, a set of rules only can be applied for outbound, and other set of rules can only be applied for inbound.

To summarize the collision issue again:
- Outbound must be without +966
- Inbound must be with +966
- One rule plan to remove +966, it is applied for both inbound and outbound (NOT WANTED TO WORK FOR BOTH).

Thank you for the support you provide,
Best Regards,
Ali

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------

You might be able to use the Identity section under the External Trunk configuration instead of your Number Plan to strip the leading +966 or whatever from the number. 

See the Calling section under External Trunk Configuration>Identity>Outbound at https://help.mypurecloud.com/articles/external-trunk-settings/

You would have to change your Number plan, I think, to use a regular expression instead of National to recognize dialed numbers. It will take some experimentation.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 07-18-2018 03:44
From: Ali Aljohani
Subject: Inbound and Outbound Dial Plans

Dear All,

My issue is related to collision in rule plans between inbound and outbound rules, and this collision prevents External Contacts to work.

Our customer would like to use effectively the External Contacts when their customer call the organization.
However, in order for External Contact to popup, the contact must be saved with country code (Ex. +966), as well as the inbound call must be with country code (+966).
The issue is that the outbound call must be without (+966) country code for the route plan, so the dial plan, which is responsible to remove the country code for outbound calls, is applied as well for the inbound call so it removes (+966); therefore, External Contact is not working.


In other words, is there a way for separating outbound rules from inbound rules? So, a set of rules only can be applied for outbound, and other set of rules can only be applied for inbound.

To summarize the collision issue again:
- Outbound must be without +966
- Inbound must be with +966
- One rule plan to remove +966, it is applied for both inbound and outbound (NOT WANTED TO WORK FOR BOTH).

Thank you for the support you provide,
Best Regards,
Ali

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------

Thank you very much, George .

The issue has been resolved now.

Just for comments, I had used regular expression before the issue raised. What it saved me is that, the incoming format number is actually different than the must be for outgoing call number formats.

Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------

Original Message:
Sent: 07-18-2018 10:41
From: George Ganahl
Subject: Inbound and Outbound Dial Plans

You might be able to use the Identity section under the External Trunk configuration instead of your Number Plan to strip the leading +966 or whatever from the number.

See the Calling section under External Trunk Configuration>Identity>Outbound at https://help.mypurecloud.com/articles/external-trunk-settings/

You would have to change your Number plan, I think, to use a regular expression instead of National to recognize dialed numbers. It will take some experimentation.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 07-18-2018 03:44
From: Ali Aljohani
Subject: Inbound and Outbound Dial Plans

Dear All,

My issue is related to collision in rule plans between inbound and outbound rules, and this collision prevents External Contacts to work.

Our customer would like to use effectively the External Contacts when their customer call the organization.
However, in order for External Contact to popup, the contact must be saved with country code (Ex. +966), as well as the inbound call must be with country code (+966).
The issue is that the outbound call must be without (+966) country code for the route plan, so the dial plan, which is responsible to remove the country code for outbound calls, is applied as well for the inbound call so it removes (+966); therefore, External Contact is not working.


In other words, is there a way for separating outbound rules from inbound rules? So, a set of rules only can be applied for outbound, and other set of rules can only be applied for inbound.

To summarize the collision issue again:
- Outbound must be without +966
- Inbound must be with +966
- One rule plan to remove +966, it is applied for both inbound and outbound (NOT WANTED TO WORK FOR BOTH).

Thank you for the support you provide,
Best Regards,
Ali

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------