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  • 1.  Number plan to Agent or Group

    Posted 08-06-2025 08:48
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: Number plan to Agent or Group
    Best Answer

    Posted 08-06-2025 09:15
    No replies, thread closed.

    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, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Number plan to Agent or Group

    Posted 08-06-2025 09:33
    No replies, thread closed.

    Hi Cameron,

    Thanks a lot for you fast answer, really appreciate it :)

    We already have some classification for outbound, but for my understanding the call is 'marked' with this classification, and using it to discriminate in the Outbound Rules section, but the matching criteria is always related to the destination; Am i wrong? otherwise could you please explain better what you mean?

    Do you know if is possible to mark the call via API when a manual outbound call is triggered?

    Thanks again for you support.

    Regards

    Salvatore



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

    Original Message


  • 4.  RE: Number plan to Agent or Group

    Posted 08-06-2025 09:58
    Edited by Ernest John Nuque 08-06-2025 09:59
    No replies, thread closed.

    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.



    ------------------------------
    Ernest John Nuque
    Voice Network Engineer
    ------------------------------



  • 5.  RE: Number plan to Agent or Group

    Posted 08-06-2025 10:05
    No replies, thread closed.

    Hi Ernest,

    Thanks for you answer.

    Unfortunately not, that's was the fast and no-pain solution; just associate the agent's phone to the other site and that's it...but not.

    Thanks again.

    Regards

    Salvatore



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

    Original Message


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