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  • 1.  Internal Calls

    Posted 05-13-2019 21:48
    No replies, thread closed.
    Hi Guys,

    ​I have been making a lot of internal calls in PureCloud and I know that Internal calls are not recorded.

    When I look at the Interaction details of the calls I can see the Direction as Inbound/Outbound. And if i look at a different set of interaction they can have Inbound/Outbound as well.

    How does PureCloud know that a call is internal/intercom? I had a look at the conversations API and I am unable to determine this.

    Has anyone been able to identify the difference? Any assistance would be great

    Thanks
    Aurness
    #Telephony

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    Aurness Luximon
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 2.  RE: Internal Calls

    Posted 05-21-2019 17:16
    No replies, thread closed.
    Hey @Aurness Luximon,

    We discuss this question on the latest episode of the PureCloud Community Q&A Show. If you get a minute, check out the episode and let us know what you think. Also, sorry if I mispronounced your name! Feel free to give me some pointers.

    Best,

    Matt​ ​

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 3.  RE: Internal Calls

    Posted 08-12-2020 08:54
    No replies, thread closed.
    Hi Matt,
    Is possible to do internal call to Architect's call flows?

    Thanks,
    Luca

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    Luca Assandro
    Lutech S.p.A.
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    Original Message


  • 4.  RE: Internal Calls

    Posted 08-14-2020 19:36
    No replies, thread closed.
    If you call the DID that routes to the flow, Genesys will keep the call internal (no PSTN) and follow the call routing.  You can also leverage this for "extension dialing" to a flow by adding a number plans that converts the "extension" you want to use to the full DID.  For example, Dial plan with with a regular expression match and Match Expression 5309 and a Normalized Number Expression of +19498675309 will allow your users to call "extension" 5309 and be routed to whatever the complete DID routes to.

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    Mike Steinke
    Inflow Communications
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    Original Message


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