Hi All,

I am working on a Genesys Digital Bot & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)
   
   
4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.
   
   
5. When I am using 001 while dialling the number, then getting below error:
   "A dial plan entry was not found for an outgoing call attempt"
   
   

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help and support!

This has to do with the Dial Plan associated with the Site that the user's phone is located.  So, I as a user don't have a dial plan, but my WebRTC phone is assigned to a site and that site has a Dial Plan.  For more information about dial plans:  Number plan information - Genesys Cloud Resource Center. You can test the dial plan using the Simulate Call tab in your Dial Plan:  Test destination phone numbers with the call simulator - Genesys Cloud Resource Center

Hi All,

I am working on a Genesys Digital Bot & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)
   
   
4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.
   
   
5. When I am using 001 while dialling the number, then getting below error:
   "A dial plan entry was not found for an outgoing call attempt"
   
   

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help and support!

Thanks for the response @Robert Wakefield-Carl.

I have verified that my WebRTC phone is assigned to site that has a dial plan. 

When I simulate call in dial plan then I am getting Success response. That confirms the dial plan is working properly.

However, when I am trying to initiate outbound call from agent dashboard for the same number then it is showing the "A dial plan entry was not found for an outgoing call attempt" error and call gets disconnected.

That's why I was thinking of - To dial the actual number from Genesys, whether there is any other configurations that I may be missing in my account.

If any idea about this, that will really help me. Thanks a lot.

This has to do with the Dial Plan associated with the Site that the user's phone is located.  So, I as a user don't have a dial plan, but my WebRTC phone is assigned to a site and that site has a Dial Plan.  For more information about dial plans:  Number plan information - Genesys Cloud Resource Center. You can test the dial plan using the Simulate Call tab in your Dial Plan:  Test destination phone numbers with the call simulator - Genesys Cloud Resource Center

Hi All,

I am working on a Genesys Digital Bot & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)
   
   
4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.
   
   
5. When I am using 001 while dialling the number, then getting below error:
   "A dial plan entry was not found for an outgoing call attempt"
   
   

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help and support!

Thanks for the response @Robert Wakefield-Carl.

I have verified that my WebRTC phone is assigned to site that has a dial plan. 

When I simulate call in dial plan then I am getting Success response. That confirms the dial plan is working properly.

However, when I am trying to initiate outbound call from agent dashboard for the same number then it is showing the "A dial plan entry was not found for an outgoing call attempt" error and call gets disconnected.

That's why I was thinking of - To dial the actual number from Genesys, whether there is any other configurations that I may be missing in my account.

If any idea about this, that will really help me. Thanks a lot.

This has to do with the Dial Plan associated with the Site that the user's phone is located.  So, I as a user don't have a dial plan, but my WebRTC phone is assigned to a site and that site has a Dial Plan.  For more information about dial plans:  Number plan information - Genesys Cloud Resource Center. You can test the dial plan using the Simulate Call tab in your Dial Plan:  Test destination phone numbers with the call simulator - Genesys Cloud Resource Center

Hi All,

I am working on a Genesys Digital Bot & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)
   
   
4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.
   
   
5. When I am using 001 while dialling the number, then getting below error:
   "A dial plan entry was not found for an outgoing call attempt"
   
   

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help and support!

You stated in your original post that you were using 001 but in the test you use +1.  Those don't match up.  Try putting in just 10 digits in the number box and then try 1 plus the 10 digits. 

Thanks for the response @Robert Wakefield-Carl.

I have verified that my WebRTC phone is assigned to site that has a dial plan. 

When I simulate call in dial plan then I am getting Success response. That confirms the dial plan is working properly.

However, when I am trying to initiate outbound call from agent dashboard for the same number then it is showing the "A dial plan entry was not found for an outgoing call attempt" error and call gets disconnected.

That's why I was thinking of - To dial the actual number from Genesys, whether there is any other configurations that I may be missing in my account.

If any idea about this, that will really help me. Thanks a lot.

This has to do with the Dial Plan associated with the Site that the user's phone is located.  So, I as a user don't have a dial plan, but my WebRTC phone is assigned to a site and that site has a Dial Plan.  For more information about dial plans:  Number plan information - Genesys Cloud Resource Center. You can test the dial plan using the Simulate Call tab in your Dial Plan:  Test destination phone numbers with the call simulator - Genesys Cloud Resource Center

Hi All,

I am working on a Genesys Digital Bot & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)
   
   
4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.
   
   
5. When I am using 001 while dialling the number, then getting below error:
   "A dial plan entry was not found for an outgoing call attempt"
   
   

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help and support!