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  • 1.  Transfer to an external number not going via the correct trunk even that rules are set to do so

    Posted 19 hours ago
    Edited by Tiago Silva 19 hours ago

    Hi all, 

    need some help please. In a nutshell:

    • Call lands in Genesys using a Genesys Voice Trunk
    • Routing transfers to "external number" that i've collected from a Data Table (33123456789@rtt.voip.parloa.com) via an Architect flow (listened to it and is doing the right thing)
    • There is a site number plan set :^([^@\:]+@)(rtt\.voip\.parloa\.com)$
    • there is an Outbound route set with the new trunk configured (and also the Main trunk as default)
    • Simulated call as per the format shared, it works as it seems to target the new trunk
    • But the Inbound call via my mobile don't, listening to it the format seems exactly as the above (second point)
    • Call continues to be routed via "default route" (if i change the respective trunk there, the new one works so it does not seem that Trunk is the issue)

    How can I enforce the correct trunk to be used?

    any help please?

    Thank you


    #Telephony

    #BYOC

    #ExternalTrunk

    ------------------------------
    Tiago Silva
    Senior Sales Engineer
    ------------------------------



  • 2.  RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

    Posted 18 hours ago

    Hi Tiago,

    Have you set the site with the number plan that you want to use?  Number Plan Site feature 

    If this isn't set, it may just use your default outbound route



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

    Original Message


  • 3.  RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

    Posted 18 hours ago

    Hi Sam, thanks for this.

    I did, here's a snippet of configs:

    Thank you.

    Tiago



    ------------------------------
    Tiago Silva
    Senior Sales Engineer
    ------------------------------

    Original Message


  • 4.  RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

    Posted 2 hours ago

    Hi Tiago,

    You are falling in to the same 'bug' that I found, that Architect number transfer does not respect the same rules as agent/simulated call on the number plans.
    I had to submit an idea, which has gained zero traction, so must be a very low used solution design.
    https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-231



    ------------------------------
    Kevin Young
    TTEC Digital, LLC
    kevin.young@ttecdigital.com
    ------------------------------

    Original Message


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