Genesys Cloud - Main

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this. 

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

When placing a call on behalf of queue, does the agent see the call controls when they need to enter the digits? If so, they would click the dial pad icon to be able to enter the digits:


Otherwise, if they place the call on behalf of queue, they would then need to switch to the regular call controls by clicking the phone in the sidebar:

Then use the dial pad there, if it appears.

If neither of those options work, let me know. There might be something that can be done in the Number Plan.


------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 11-08-2018 17:02
From: Darryn Chang
Subject: Making long distance calls

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

Thanks for your time and suggestions.  Unfortunately, I wasn't successful.  I have created a ticket with support and am waiting to hear from them. 

George - when calling on behalf of a queue, the dial pad icon and icons for transfer, etc. don't pop up until the call is successful.  I see them for local calls, but they never show up for the long distance calls.  When calling from the phone option in the left menu, we don't even hear the tone to put in the long distance call.  It just says that the long distance number has left the call. 

Thanks.


------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

Original Message:
Sent: 11-08-2018 18:23
From: George Ganahl
Subject: Making long distance calls

When placing a call on behalf of queue, does the agent see the call controls when they need to enter the digits? If so, they would click the dial pad icon to be able to enter the digits:


Otherwise, if they place the call on behalf of queue, they would then need to switch to the regular call controls by clicking the phone in the sidebar:

Then use the dial pad there, if it appears.

If neither of those options work, let me know. There might be something that can be done in the Number Plan.


------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-08-2018 17:02
From: Darryn Chang
Subject: Making long distance calls

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

There is an entry in the Ideas Lab https://purecloud.ideas.aha.io/ideas/EDGE-I-55

It shows as Accepted, but in our internal tracking system, it shows that the PM decided not to do the work after all.

If nothing else, you should add your vote and comments in the Ideas Lab.

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 11-09-2018 16:09
From: Lindsay Hull
Subject: Making long distance calls

Thanks for your time and suggestions.  Unfortunately, I wasn't successful.  I have created a ticket with support and am waiting to hear from them.

George - when calling on behalf of a queue, the dial pad icon and icons for transfer, etc. don't pop up until the call is successful.  I see them for local calls, but they never show up for the long distance calls.  When calling from the phone option in the left menu, we don't even hear the tone to put in the long distance call.  It just says that the long distance number has left the call.

Thanks.


------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help

Original Message:
Sent: 11-08-2018 18:23
From: George Ganahl
Subject: Making long distance calls

When placing a call on behalf of queue, does the agent see the call controls when they need to enter the digits? If so, they would click the dial pad icon to be able to enter the digits:


Otherwise, if they place the call on behalf of queue, they would then need to switch to the regular call controls by clicking the phone in the sidebar:

Then use the dial pad there, if it appears.

If neither of those options work, let me know. There might be something that can be done in the Number Plan.


------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-08-2018 17:02
From: Darryn Chang
Subject: Making long distance calls

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

@Lindsay Hull a question came back via internal discussion...

When you dial long distance in PureCloud On Behalf of Queue, do you hear the tone prompting you to enter the code? ​

(You mentioned that you do not when dialing from the phone icon, but I am unclear regarding the outbound from the Interactions view/person icon in the sidebar.)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 11-09-2018 16:30
From: George Ganahl
Subject: Making long distance calls

There is an entry in the Ideas Lab https://purecloud.ideas.aha.io/ideas/EDGE-I-55

It shows as Accepted, but in our internal tracking system, it shows that the PM decided not to do the work after all.

If nothing else, you should add your vote and comments in the Ideas Lab.

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-09-2018 16:09
From: Lindsay Hull
Subject: Making long distance calls

Thanks for your time and suggestions.  Unfortunately, I wasn't successful.  I have created a ticket with support and am waiting to hear from them.

George - when calling on behalf of a queue, the dial pad icon and icons for transfer, etc. don't pop up until the call is successful.  I see them for local calls, but they never show up for the long distance calls.  When calling from the phone option in the left menu, we don't even hear the tone to put in the long distance call.  It just says that the long distance number has left the call.

Thanks.


------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help

Original Message:
Sent: 11-08-2018 18:23
From: George Ganahl
Subject: Making long distance calls

When placing a call on behalf of queue, does the agent see the call controls when they need to enter the digits? If so, they would click the dial pad icon to be able to enter the digits:


Otherwise, if they place the call on behalf of queue, they would then need to switch to the regular call controls by clicking the phone in the sidebar:

Then use the dial pad there, if it appears.

If neither of those options work, let me know. There might be something that can be done in the Number Plan.


------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-08-2018 17:02
From: Darryn Chang
Subject: Making long distance calls

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------

Hi George, 
Yes, when dialing on behalf of the queue we hear the tone to enter the 6 digit code. 

Thanks,
Lindsay

------------------------------
Lindsay Hull
Rose-Hulman Institute of Technology's Homework Hotline
------------------------------

Original Message:
Sent: 11-12-2018 09:27
From: George Ganahl
Subject: Making long distance calls

@Lindsay Hull a question came back via internal discussion...

When you dial long distance in PureCloud On Behalf of Queue, do you hear the tone prompting you to enter the code? ​

(You mentioned that you do not when dialing from the phone icon, but I am unclear regarding the outbound from the Interactions view/person icon in the sidebar.)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-09-2018 16:30
From: George Ganahl
Subject: Making long distance calls

There is an entry in the Ideas Lab https://purecloud.ideas.aha.io/ideas/EDGE-I-55

It shows as Accepted, but in our internal tracking system, it shows that the PM decided not to do the work after all.

If nothing else, you should add your vote and comments in the Ideas Lab.

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-09-2018 16:09
From: Lindsay Hull
Subject: Making long distance calls

Thanks for your time and suggestions.  Unfortunately, I wasn't successful.  I have created a ticket with support and am waiting to hear from them.

George - when calling on behalf of a queue, the dial pad icon and icons for transfer, etc. don't pop up until the call is successful.  I see them for local calls, but they never show up for the long distance calls.  When calling from the phone option in the left menu, we don't even hear the tone to put in the long distance call.  It just says that the long distance number has left the call.

Thanks.


------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help

Original Message:
Sent: 11-08-2018 18:23
From: George Ganahl
Subject: Making long distance calls

When placing a call on behalf of queue, does the agent see the call controls when they need to enter the digits? If so, they would click the dial pad icon to be able to enter the digits:


Otherwise, if they place the call on behalf of queue, they would then need to switch to the regular call controls by clicking the phone in the sidebar:

Then use the dial pad there, if it appears.

If neither of those options work, let me know. There might be something that can be done in the Number Plan.


------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 11-08-2018 17:02
From: Darryn Chang
Subject: Making long distance calls

Hi Lindsey
Have you checked if your Number Plan includes the type of long distance calling?


https://help.mypurecloud.com/articles/number-plan-information/Number Plans





------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 11-08-2018 14:38
From: Lindsay Hull
Subject: Making long distance calls

We are trying to start making outbound calls on behalf of queues where agents will have the phone number and will manually dial it.  I can make calls to local numbers, but I can't make long distance calls.  We use  our own carrier and our company policy is to enter a 6 digit code to make a long distance call - we dial the 10 digit number, hear a tone, enter the 6 digit long distance code, then the call goes through.  When I am dialing out of PureCloud, after pushing the green button to start the call, the dialpad disappears and there is no where to enter the 6 digit code so the call fails.  Any ideas?  I can't find anything in the resource center about this.

Thanks,
Lindsay
#Outbound

------------------------------
Lindsay Hull
Rose-Hulman's AskRose Homework Help
------------------------------