Genesys Cloud - Main

Hi All

We have a use case to initiate a callback to a SIP URI, while the manual dial-out works ( direct call or a new interaction on behalf of a queue ) from the UX, an attempt to set callback via the API to the same SIP URI results in 400 with an error message stating "A callback number cannot be parsed as a phone address".

We already raised a case and the support team has confirmed that the callback API only accepts an E164 number and suggested posting in the forum to understand if anyone has encountered such a requirement and found any alternatives. Thank you in advance.

#Routing(ACD/IVR)

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GVasagam
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Yeah, that is not going to work.  The Callback API requires a true e.164 address and nothing else.  If this is a common SIP URI, you can try setting that as a number translation in the dial plan and let them put in a fake number to reach the SIP URI

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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: 03-21-2024 00:28
From: Gomathi Vasagam
Subject: Possibility of setting up callback to a SIP URI

Hi All

We have a use case to initiate a callback to a SIP URI, while the manual dial-out works ( direct call or a new interaction on behalf of a queue ) from the UX, an attempt to set callback via the API to the same SIP URI results in 400 with an error message stating "A callback number cannot be parsed as a phone address".

We already raised a case and the support team has confirmed that the callback API only accepts an E164 number and suggested posting in the forum to understand if anyone has encountered such a requirement and found any alternatives. Thank you in advance.

#Routing(ACD/IVR)

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GVasagam
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