Genesys Cloud - Main

We have a number plan that eliminates the prefix 2 in phone numbers from a contact list

This works correctly, we can check it in the call simulator and also because the voice campaigns emit the calls

We want to start using digital campaigns to send SMS

But when using it it gives us this "OUTBOUND-INVALID-PHONE-NUMBER"

We want questions: Do number plans apply to digital SMS campaigns? The number plan test gives us the correct phone number for calls, why does it not work for SMS?

Thanks for any help or comments that can help us

#Outbound

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Juan Carlos Fernandez
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Hello Juan,

For the OUTBOUND-INVALID-PHONE-NUMBER error, I have the reason down below.

From https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/:

The phone number listed is not valid. Numbers must be in e.164 format to be sent. This wrap-up code can also mean that there is a mismatch between the sender country and recipient country.

I'm not sure if SMS campaigns go through the number plan or not. I would recommend that you double check to make sure that the numbers are in e.164 format first, and they try the campaign again. If that doesn't work, you should raise a case with our Customer Care team and one of the Outbound Dialer Engineers should be able to check to see what is wrong with the campaign.

Please let us know how things go.

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Jason Kleitz
Online Community Manager/Moderator
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