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  • 1.  play a message for invalid extensions

    Posted 06-29-2021 07:11
    No replies, thread closed.
    Hi everyone,

    I have two problems I am trying to solve and a thought on how to approach it.  However, I am not sure how to implement it.  We are implementing Genesys Cloud and also have Cisco Unified Communication Manager (CUCM).  We have a SIP trunk between them which is going through our Cisco CUBE as the SBC.  We have a range of 1000 six digit extensions (421xxx) in CUCM that we route to Genesys Cloud.  In Genesys Cloud, we classify all 4-6 digit numbers as extensions and route them to CUCM.

    You can already see the first issue coming - a call routing loop.  If a CUCM user dials 421111, it is routed to Genesys Cloud.  If that extension is not assigned to a user, it will match the number plan in our site, classify the call as an extension, and route it across the SIP trunk to CUCM.  CUCM will identify the extension range and route the call back to Genesys Cloud.  I could use some CSS/partition wizardry in CUCM to resolve this, but that leads to my next problem...

    We have two Cisco CUBEs for redundancy.  Each is configured to use the four IP addresses in Genesys Cloud for the SIP trunk.  When a CUCM user dials 421111, the call is routed to Genesys Cloud.  Cloud returns a SIP message for an invalid number.  Since the call failed, the CUBE tries the next IP address on the list.  When all four fail, the backup CUBE goes through the same process.  Each call attempt to an invalid number creates eight calls that I see in the Interactions view.  This gets messy in a hurry and I would like to limit this to a single attempt per invalid extension.

    If I could configure Genesys Cloud to play a message when an invalid extension is dialed, I think it would resolve both of these issues.  Does anyone have a suggestion about how we might be able to accomplish that?  I tried putting ^(sip[s]?:|tel:)42\d{4} in the number plan and converting it to a 10 digit number for call routing.  However, that seems to catch all calls to 42xxxx numbers - even those that are valid extensions and assigned to users.  Any thoughts about how to play a message are appreciated.  If I am approaching this the wrong way, I welcome other suggestions.  Thanks in advance for your thoughts.
    #ArchitectureandDesign
    #PlatformAdministration
    #Telephony

    ------------------------------
    Greg Bagley
    U.S. Xpress Enterprises
    ------------------------------


  • 2.  RE: play a message for invalid extensions

    Posted 06-30-2021 05:37
    No replies, thread closed.
    Hi Greg,

    Regarding the invalid number issue:
    "When a CUCM user dials 421111, the call is routed to Genesys Cloud.  Cloud returns a SIP message for an invalid number.  Since the call failed, the CUBE tries the next IP address on the list."

    Actually it does not make sense to retry a call attempt in this scenario, as all attempts will have the same outcome.

    Is there the possibility to configure the CUCM to disable retrying the call attempt for given SIP error responses received from Genesys Cloud?
    I guess a SIP 404 Not Found would be being returned in this scenario, but you should be able to check by performing a packet capture on the CUCM side or by enabling diagnostic protocol capture on the external trunk in Genesys Cloud.

    Regards,
    Marcelo

    ------------------------------
    Marcelo Heil França
    InfinIT.cx GmbH
    ------------------------------



  • 3.  RE: play a message for invalid extensions

    Posted 06-30-2021 06:25
    No replies, thread closed.
    Thanks for the suggestion Marcelo. The majority of the requests are coming from the CUBEs.  I am not familiar with CUBE administration, but I can ask my teammates if it can stop retries on certain response codes.

    ------------------------------
    Greg Bagley
    U.S. Xpress Enterprises
    ------------------------------

    Original Message


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