Genesys Cloud - Main

Hi All,

We are looking for a solution to involve the right trunk when only a part of agent (or group) perform a manually outbound call.

Checking the site's option there is the Number plans section where we can insert the Match criteria.

For my understanding this field is used when we want to involved a particular trunk (configured in Outbound Routes section with the right classification) only the destination is in the match criteria and not the source, in my case the source are the agent.

Is there a way to make it works for agent/group?

Thanks a lot for your support.

Regards

Salvatore

Hello Salvatore, 

I believe this is a current limitation. The number plans section with Match criteria is primarily focused on destination matching and there isn't a direct way to configure trunk selection based soley on the source (agent/group) through number plans. I would recommend submitting this as an enhancement request through our ideas portal. 

That all being said I might have an ideas for a work around using the system current options. 

The first being a classification approach. You could create different classifications for different outbound scenarios then configure separate outbound routes for each classification then assign these to specific trunks. 

Cheers, 

Hi All,

We are looking for a solution to involve the right trunk when only a part of agent (or group) perform a manually outbound call.

Checking the site's option there is the Number plans section where we can insert the Match criteria.

For my understanding this field is used when we want to involved a particular trunk (configured in Outbound Routes section with the right classification) only the destination is in the match criteria and not the source, in my case the source are the agent.

Is there a way to make it works for agent/group?

Thanks a lot for your support.

Regards

Salvatore

Hi All,

We are looking for a solution to involve the right trunk when only a part of agent (or group) perform a manually outbound call.

Checking the site's option there is the Number plans section where we can insert the Match criteria.

For my understanding this field is used when we want to involved a particular trunk (configured in Outbound Routes section with the right classification) only the destination is in the match criteria and not the source, in my case the source are the agent.

Is there a way to make it works for agent/group?

Thanks a lot for your support.

Regards

Salvatore

#Outbound
#Telephony

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Salvatore D'Amato
Genesys Engineer
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Hello Salvatore,

is creating a new site for these specific agent not an option? I'm just thinking if you create a different site for these agent/group you can have same sets of number plans and associate the right trunks in the outbound routes when they do outbound calls.

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Ernest John Nuque
Voice Network Engineer

Original Message:
Sent: 08-06-2025 08:47
From: Salvatore D'Amato
Subject: Number plan to Agent or Group

Hi All,

We are looking for a solution to involve the right trunk when only a part of agent (or group) perform a manually outbound call.

Checking the site's option there is the Number plans section where we can insert the Match criteria.

For my understanding this field is used when we want to involved a particular trunk (configured in Outbound Routes section with the right classification) only the destination is in the match criteria and not the source, in my case the source are the agent.

Is there a way to make it works for agent/group?

Thanks a lot for your support.

Regards

Salvatore

#Outbound
#Telephony

------------------------------
Salvatore D'Amato
Genesys Engineer
------------------------------