Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Unable to connect to agent for predictive, progressive ,power dialer

    Posted 02-18-2025 00:32
    No replies, thread closed.

    HI ALL

    I have set up dialers in Genesys cloud , where if I add cell phone numbers to contact list ,and start the dialer  I am able to connect on both side that is cell number and agent.

    But if I add US DID numbers to contact list ,and enable any dialer  call gets connected to DID number ,but not getting connect to agent .

    Call binding is not heaping from dialer for DID number to agent .

    What could be the issue please suggest .


    #Outbound

    ------------------------------
    Tapas Rana
    ------------------------------


  • 2.  RE: Unable to connect to agent for predictive, progressive ,power dialer

    Posted 02-18-2025 14:51
    No replies, thread closed.

    Hello Tapas,

    I would recommend making sure that the numbers are properly formatted in your contact list. If that does not work, you will need to reach out to our Dialer team in Customer Care.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Unable to connect to agent for predictive, progressive ,power dialer

    Posted 02-18-2025 23:31
    No replies, thread closed.

    So, if you are sending out the Agent's DID as the OLI, that is not going to work as the DID is an internal number to Genesys Cloud and it cannot connect back into that number.  The other issue might be that the carrier is rejecting the call due to the DID being the OLI if that DID is not part of the carrier block.  I would first test with a known good OLI.  Are you wanting to have agents dial out of their DID?  If so, perhaps the Direct Routing combined with a campaign connected to that queue could work.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 4.  RE: Unable to connect to agent for predictive, progressive ,power dialer
    Best Answer

    Posted 02-19-2025 00:35
    No replies, thread closed.

    Issue was with Call analysis configuration , after disabling the below configuration it worked, system was disabled to detect call answered by person or by answering machine ie Avaya or Cisco extension .

     Disable Post-Connect Call Analysis checkbox

    Disable Answering Machine Detection checkbox



    ------------------------------
    Tapas Rana
    ------------------------------

    Original Message


Related Content