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  • 1.  Internal Calls - Block DDI within DID Assignment

    Posted 03-06-2024 10:58
      |   view attached
    No replies, thread closed.

    Hello all!

    Tried to search the Community pages to get an answer, but struggling with a solution.

    Problem

    Currently, Internal calls are not being recorded as this is enabled on the SIP trunk.

    Genesys Cloud does not record interactions between two internal users unless one or more of the participants makes a user recording.

    There is an idea to have internal calls recorded which is due for Beta later this year  (Genesys Cloud Ideas Portal)

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    We have has been ported a DDI range into Genesys Cloud and is appearing in our DID Assignment.

    Issue relates to a specific DDI (Eg,+44203123456) that as been assigned a call flow designed in Architect to play some messages before transferring to a queue.

    Majority of the time, calls are coming externally (mobile / landlines) which are being recorded as over the SIP trunk.

    Problem is if a user calls this DDI from Genesys Cloud, it recognises the number as an Internal Call.

    As a result, these calls aren't being recorded.

    I have created an "External Contact" which has an alternative number, which when dialled from Genesys Cloud routes outside of Genesys Cloud before coming back in (not ideal but a slight workaround).

    Is there any other way i can stop / block users dialling the original number (+44203123456) from Genesys Cloud?

    Tried to add this DDI to a Number plan and "Restrict" however it seems to ignore this rule as its an "Internal Call".

    Ultimately, we want all calls to be recorded when hitting the Queue regardless of route taken.

    Hope the above makes sense.


    #ArchitectureandDesign
    #Implementation
    #Omni-Channel Desktop/User Interface
    #Outbound
    #PlatformAdministration
    #Roadmap/New Features
    #Routing(ACD/IVR)
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Dan Wong
    Domestic & General Services Limited
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  • 2.  RE: Internal Calls - Block DDI within DID Assignment
    Best Answer

    Posted 03-06-2024 15:06
    No replies, thread closed.

    Today, the interactions need to be passed through the trunk to create the recording. You need to create DID external - local for example.

    One time ago, I needed to resolve this situation:

    1) Created a DID external;

    2) Configured this DID for external route SBC;

    3) In SBC created a route for return interaction/call back to Genesys Cloud with a New interaction/Inbound (loopback).

    -  I didn't need to send information (UUI), but you can use it too.

    This is not a better solution but was what I found a time ago.

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: Internal Calls - Block DDI within DID Assignment

    Posted 03-06-2024 15:19
    No replies, thread closed.
    Thanks for the Reply. 

    Think I understand what you suggested. 

    Believe we did something similar on PureConnect to route certain DDIs to our UAT environment. 

    Is this something that Genesys Care would configure or our SIP trunk provider? 


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  • 4.  RE: Internal Calls - Block DDI within DID Assignment

    Posted 03-06-2024 15:50
    No replies, thread closed.

    Normality, This situation won't be seen for Genesys Care.

    Trunk configuration you can see with your internal team of Genesys Cloud, or, partner Genesys then work for your company for test/configuration.

    If you use one SBC or SIP server for it, I recommend you involve the team for this component externally.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


  • 5.  RE: Internal Calls - Block DDI within DID Assignment

    Posted 03-07-2024 03:32
    No replies, thread closed.

    This is exactly how I do it for recording Internal queues, I have an ANI setup that a soon as it hits our Avaya Session manager I translate back to a number on Genesys and we get successful recordings



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    Andy Jackson
    Ten Lifestyle Management Limited
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    Original Message


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