Genesys Cloud - Main

We are looking for a solution to route 100,000 did numbers to one call flow without having to administer 100,000 DID numbers in Genesys Cloud.
We need to be able to data dip on the back end based on the original called number (DNIS) in the call flow.

the considered design is to send all calls to a single DID and inject the original called number (DNIS) into a field that is readable by a call flow.  UUI or Diversion header as example. The first call flow will data dip backend DB to determine routing for the specific number.   Based on DB settings the call flow will route to a second call flow specific to the customer needs.

 

Question:  what sip header information is available to call flows to enable DB dips.  Diversion header, UUI, or custom x headers as example. 

We are using BYOC with twilio as the carrier. 

There are some twilio tools available, but most would have a per call cost depending on the tool used.
in example a studio flow or twiml can use twiml for example to move DNIS to UUI and route to a single DID. Each of these have transactional cost we would prefer to avoid if possible.

proposed solution 1
change origination URL in twilio SIP trunk to send all calls to a single DNIS on the SIP invite to Genesys BYOC. Twilio automatically injects a diversion heder with the original number.

Challenges:

 we have not been able to find a way to read the diversion header in a call flow.

Proposed solution 2
Inject x-header with single number.  This number in the x header would be used in the Genesys Cloud trunk group to route the call to an administered DID that matches.

 

Challenges:

we have not been able to get the Inbound SIP Termination Header routing to work.

If the routing based on Inbound SIP Termination Header to work will the original DNIS be available in a call flow to read.

#Routing(ACD/IVR)
#SIP/VolP

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Adam Gillingham
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Adam,

You will need to define inside of Cloud any numbers that you want the system to process.  I understand the desire not to define and adjust 100,000 different numbers, but whether you're doing it by a data dip or doing it by standard configuration, you're still defining them.  With that said, let's address some of your challenges and proposed solves.

Proposed Solutions:

• Diversion Header
• X-Header

Genesys cloud only supports transfer of data through SIP by User-To-User header.  Please see the following:  https://help.mypurecloud.com/articles/about-user-to-user-information-uui/

That being said, there are other methods you could use to deliver your data payload when calls are instantiated.

• API Call to external data structure of some sort - Think CTI request to some data payload you predefined when the call was instantiated.
• Cloud Data Table - Define specific variables when the call is delivered by looking them up on a locally referenceable table by predefined key

So what are our opportunities?  I suspect it depends on your specific use case.  You can't predefine all of the possible DID's in a single range and then use them.  If you try, you'll see something like this:



And you can't just predefine the entire range of TFN's either. 



So with your external carrier, you could define whatever DNIS (or sets of DNIS's) you're going to send to Cloud and so long as they didn't need to be routable in any other context, you could really use any numbers you wanted, dependent on how you wanted to divvy up the experiences you're using on call arrival.  

Keep in mind that if you're also going to be doing outbound calling, you'll have to define those same numbers in your DID ranges in order for them to operate appropriately.

Hopefully that helps you with determining how you want to plumb your infrastrucutre.

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Ivan Ullmann
Global Technology Solutions, LLC
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