Genesys Cloud - Main

I'm having an issue with manual outbound dialing and the number plans. I don't know if it's simply not understanding how Cloud does it or if there is something wrong. 

My phone is assigned to Site A.

Site A has a number plan I call Outbound 9 Dialing which is a regex match. The regex is ^(91\d{10})$. We use a 9 at the beginning of all outbound as an access code. So if I dial a US number I would dial 9 111 222 3333. The normalization is +$1. And I gave it's own classification called ADialing

We have 1 outbound route going to Trunk A (SIP trunk to an SBC--trunk does work because inbound is no problem) and I added the ADialing classification to that outbound route.

When I simulate a call I see everything I'd expect. The number plan being matched, the classification being used, the outbound route, and finally the trunk.

However, when I make a real call, it instantly fails. First it thinks the call is to India because it begins 91 (that's a separate question for a different time), but most importantly it just fails. When I look at the interaction it doesn't give any trace of the call so it's not even making it very far.

What am I not understanding about manual outbound dialing in GC? Genesys support thinks my regex is wrong. They've told me I have to write my regex to account for 'tel:' which I don't understand why, but I took their advice and re-wrote my regex to look for 'tel:' and discard it, but now simulating the call doesn't work and my real call still doesn't work.

So there has to be something I'm just not understanding about how GC works with manual outbound dialing, number plans, etc.

Any help would be appreciated or links to a deep dive into how GC does this part of their product.

#Outbound
#Telephony

Hey Shane,

I think there is something wrong with your regex / example.

Your regex ^(91\d{10})$ is looking for 12 characters that match that pattern exactly. 91 111 222 3333 would match with the regex pattern, the example number that you provided, 9 111 222 3333 would not because it does not have enough numbers. You can see a different outcomes with and without the extra 1

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Jason Kleitz
Online Community Manager/Moderator
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Oops. I realized I made a typo after I read your response. The regex defined the 91 and then looked for 10 more digits afterwards. So my dialed number example should have been 91 111 222 3333

I did make a breakthrough earlier today with testing. So if I make a number plan that just looks for a 1 and 10 digits--so a standard US number---and then add the 9 in normalization that seems to mostly work.

However, I still haven't fully figured out how the Number Plan in Genesys works with everything. Some of it still isn't making sense. Has Genesys ever published a deep dive kind of document on how the platform handles all of this? Or is it best effort on our parts to try and figure things out?

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Shane Miller
UC Engineer II
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Original Message:
Sent: 11-07-2024 15:30
From: Jason Kleitz
Subject: Number Plans & Outbound Dialing

Hey Shane,

I think there is something wrong with your regex / example.

Your regex ^(91\d{10})$ is looking for 12 characters that match that pattern exactly. 91 111 222 3333 would match with the regex pattern, the example number that you provided, 9 111 222 3333 would not because it does not have enough numbers. You can see a different outcomes with and without the extra 1

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

No worries Shane! I figured that the example you provided may have had a typo but I wanted to point out exactly what you were doing with your regex.

I did a brief search in Beyond and found this overview course, but it doesn't do a deep dive into Number Plan configuration. I'm not sure if we do have any additional tutorials or documentation, other than the Resource Center article on Number Plans, because it is such a highly customizable part of Telephony in Genesys Cloud. 

I'm going to keep looking to see if we have any other info that goes into a bit more detail but I think your best bet for now would be to test out how different expressions cover different scenarios with https://regex101.com/, and then verify them with the Simulate Call function.

I hope that helps.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 11-07-2024 15:50
From: Shane Miller
Subject: Number Plans & Outbound Dialing

Oops. I realized I made a typo after I read your response. The regex defined the 91 and then looked for 10 more digits afterwards. So my dialed number example should have been 91 111 222 3333

I did make a breakthrough earlier today with testing. So if I make a number plan that just looks for a 1 and 10 digits--so a standard US number---and then add the 9 in normalization that seems to mostly work.

However, I still haven't fully figured out how the Number Plan in Genesys works with everything. Some of it still isn't making sense. Has Genesys ever published a deep dive kind of document on how the platform handles all of this? Or is it best effort on our parts to try and figure things out?

------------------------------
Shane Miller
UC Engineer II
------------------------------


Original Message:
Sent: 11-07-2024 15:30
From: Jason Kleitz
Subject: Number Plans & Outbound Dialing

Hey Shane,

I think there is something wrong with your regex / example.

Your regex ^(91\d{10})$ is looking for 12 characters that match that pattern exactly. 91 111 222 3333 would match with the regex pattern, the example number that you provided, 9 111 222 3333 would not because it does not have enough numbers. You can see a different outcomes with and without the extra 1

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Just to reply for some closure if anybody finds this in the future. I ended up dropping the need to put an "access code" as part of the dialed number. I just made my regex looking for an E164 number. I then started normalizing by adding the 9 before sending to my SBC. In the end, though, I just dropped all of that and we made the decision to change how we dial numbers in our company once we fully migrate to Cloud.

And for the record I did not have to modify my regex to include accounting for 'tel:' as Genesys support indicated.

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Shane Miller
UC Engineer II
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