Genesys Cloud - Main

Hello,

Looking for help to solve a roadblock regarding outbound ANI while using BYOC for all outbound calls except 911 calls.  E911 will be handled via Genesys Cloud Voice (GCV).   We are using BYOC SIP trunks in order to be able to dial 5-digit extensions to reach our legacy Avaya phone system and all LD, Local, and International calls.  We set up SIP trunks with GCV for E911 calling (works great).

The issue is that GCV requires the WebRTC Genesys Cloud user to have a GCV DID set as the "Work Phone 1" as "Primary Voice".  No issues there.  However, our BYOC does not recognize the GCV DID as their own and blocks all calls if we try to make a outbound (5-digit campus calling, LD, Local, International) call via their External SIP trunks.  

If I make the BYOC DID number the "Work Phone 1" as "Primary Voice", then GCV E911 does not work.

Is there a way to send the "Work Phone 1" as "Primary Voice" as the ANI for GCV E911 and the "Work Phone 2" as the ANI for all other outbound calls via the BYOC External SIP Trunk? 

This will solve a huge issue for us.  Many contact centers are waiting to migrate over the Genesys Cloud CX.  We do not want to use RedSky, we want to use GCV E911 and our BYOC as a hybrid.

Thank You,

Nelson Torres

#SIP/VolP
#Telephony

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[Nelson] [Torres]
[Carilion Clinic]
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The question I would ask first is if the Work2 ANI is needed as the outgoing OLI for the user.  If not, setup a different trunk and site for them that replaces the outbound caller ID with the trunk caller ID.  If that is required, try to use the SBC for BYOC Cloud (if you have one) to translate the Work1 OLI to Work2 with either a lookup or just translation table in the SBC.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-08-2023 07:57
From: Nelson Torres
Subject: Outbound Calling & E911

Hello,

Looking for help to solve a roadblock regarding outbound ANI while using BYOC for all outbound calls except 911 calls.  E911 will be handled via Genesys Cloud Voice (GCV).   We are using BYOC SIP trunks in order to be able to dial 5-digit extensions to reach our legacy Avaya phone system and all LD, Local, and International calls.  We set up SIP trunks with GCV for E911 calling (works great).

The issue is that GCV requires the WebRTC Genesys Cloud user to have a GCV DID set as the "Work Phone 1" as "Primary Voice".  No issues there.  However, our BYOC does not recognize the GCV DID as their own and blocks all calls if we try to make a outbound (5-digit campus calling, LD, Local, International) call via their External SIP trunks.  

If I make the BYOC DID number the "Work Phone 1" as "Primary Voice", then GCV E911 does not work.

Is there a way to send the "Work Phone 1" as "Primary Voice" as the ANI for GCV E911 and the "Work Phone 2" as the ANI for all other outbound calls via the BYOC External SIP Trunk? 

This will solve a huge issue for us.  Many contact centers are waiting to migrate over the Genesys Cloud CX.  We do not want to use RedSky, we want to use GCV E911 and our BYOC as a hybrid.

Thank You,

Nelson Torres

#SIP/VolP
#Telephony

------------------------------
[Nelson] [Torres]
[Carilion Clinic]
------------------------------