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  • 1.  Telephony - Topology - Sites with unused trunks

    Posted 08-23-2024 03:52

    Hi!

    I recognised that at Admin -> Telephony -> Topology all of our trunks are listed at "Sites with unused trunks".
    The exclamation mark states that we don't have any in-service edge and so the trunks are not usable.

    BUT THAT'S NOT TRUE!

    All trunks are currently used and have a lot of calls each day :-D

    We only use Genesys Cloud Media Edges managed by Genesys (grouped at "Genesys Cloud Hybrid Media Group").

    I suggest that I get the yellow exclamation mark because I don't have access to the edges.
    I don't like error warnings if they are not real.

    Is there any thing that someone can do to get a green "OK" ???

    THANKS!!!

    BR, Robert 

    #ExternalTrunk #PureCloudEdge #TelephonyNetworkTopologyMap #unused #in-service


    #API/Integrations
    #PlatformAdministration
    #SystemAdministration
    #Telephony

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    Robert Herms
    Hotelplan Management AG
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  • 2.  RE: Telephony - Topology - Sites with unused trunks

    GENESYS
    Posted 08-29-2024 15:38

    Hey Robert,

    I just tried to replicate this on my end and I am seeing the following. Is this what you are seeing on your end?

     



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Telephony - Topology - Sites with unused trunks

    Posted 08-30-2024 02:30

    Hi Jason,

    yes nearly the same. I just have a lot more Sites.

    BR, Robert



    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------



  • 4.  RE: Telephony - Topology - Sites with unused trunks

    GENESYS
    Posted 09-03-2024 10:14

    Hey Robert,

    You might need to open a case with Customer Care so that they can have our Dev team look into this. There may be an issue where the UI is not reporting properly. Please let me know what they say!



    ------------------------------
    Jason Kleitz
    Genesys - Employees
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  • 5.  RE: Telephony - Topology - Sites with unused trunks

    Posted 09-11-2024 04:26

    Hi Jason,

    "Sites needing Trunk setup" has been solved by adding a phone number to the sites -> Outbound Calling -> Caller Address.

    "Sites with unused trunks" is still not solved.

    BR, Robert



    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------



  • 6.  RE: Telephony - Topology - Sites with unused trunks

    GENESYS
    Posted 09-16-2024 09:53

    Hey Robert,

    Thank you for that info. Were you able to get in touch with Customer Care? If so, could you let me know what the case number is?



    ------------------------------
    Jason Kleitz
    Genesys - Employees
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  • 7.  RE: Telephony - Topology - Sites with unused trunks

    Posted 09-18-2024 09:58

    Hi Jason,

    the case number is #0003565350.

    BR, Robert



    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------



  • 8.  RE: Telephony - Topology - Sites with unused trunks

    GENESYS
    Posted 09-19-2024 15:06

    Hello Robert,

    Thank you for that info. I will keep an eye on the case for any extra information that is posted internally. Please keep us posted with what Customer Care is able to find for you.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------



  • 9.  RE: Telephony - Topology - Sites with unused trunks

    Posted 24 days ago

    I have similar problem with Topology.  I have the yellow alert on all sites

    I also don't like to see errors - this causes me a lot of confusion.  Can someone explain to me what is happening?



    ------------------------------
    Eric Callagher
    Social Finance, LLC
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  • 10.  RE: Telephony - Topology - Sites with unused trunks
    Best Answer

    Posted 6 days ago
    Edited by Jason Kleitz 5 days ago

    Hi @Eric Callagher,

    "Sites with disabled routes" or "Sites needing trunk setup" is somehow confusing, but you can solve this warnings by adding an E.164 number to the site setting at "Outbound Calling" -> "Caller Address".

    For the issue with "Site with unused trunks" I don't get any valuable feedback from Genesys. It seems that this is due to Edges managed by Genesys where I don't have any read-access. That leads to missing information for the topology and seems to cause this warnig.


    BR, Robert



    ------------------------------
    Robert Herms
    NA
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