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  • 1.  Test international toll free numbers reach my US East instance.

    Posted 08-08-2024 10:30
    Hi,
    We use BYOC and a single telco provider to provide international toll free support numbers in many countries. All calls terminate to our Genesys Cloud instance in the US East. We have had rare instances where the in-country phone numbers fail usually due to a in-country telco provider issue.
    How can we create an automated solution to test the phone number in each country to ensure the phone number is working and delivering the phone call to our Genesys system?
     
    I am open to any ideas, eg. third-party software, trunk configs, etc.
     
    The challenge is these phone calls must originate from within the international country.

    thanks in advance,


    #SIP/VolP
    #Telephony

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    David Martinez
    Motorola Solutions Inc
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  • 2.  RE: Test international toll free numbers reach my US East instance.

    GENESYS
    Posted 08-12-2024 06:55

    Hi David,

    If its the in-country telco provider that is causing the issue, then the call isn't going to reach Genesys Cloud, so I am not sure from a Genesys side there is much that can be done.  Maybe someone else in the community has some ideas though



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Test international toll free numbers reach my US East instance.
    Best Answer

    Posted 08-12-2024 12:35

    Hi David,

    We actually do just this! We use a combination of systems to achieve the end goal of sending an alert if a dialed number returns any of the following conditions: Busy, NoAnswer or Failed. Upon one of those conditions being met, our on call alerting software AlertOps sends an email to the designated on call contact. We then call in to test and verify functionality, etc. 

    We use Twilio to house the IVR and number we use to call our toll frees. They have built in answering machine detection which detects our IVR and hangs up. We also hit Twilio's API from our enterprise job scheduler Control-M. Control-M runs a script I wrote which triggers the Twilio IVR at a specified interval. I believe it's every 15 minutes.

    Here's an overview of my current setup:

    1. Every 15 minutes; Control-M triggers a script on my server that triggers a Twilio IVR using their API.
    2. Twilio IVR takes the numbers specified in my script and dials them.
    3. Twilio determines if the call was answered by our IVR. If not it determines if the call was Busy, NoAnswer or Failed.
    4. If a failure condition is reached, Twilio places an API call to AlertOps, which then comes to our team for handling.

    If you have questions or would like a more in-depth overview, just let me know!



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    Caleb Smith
    Interstate Gas Supply, Inc.
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    Original Message


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