Genesys Cloud - Main

We're in the process of moving to PureCloud from our current phone system so we have a few accounts we'll need to add.

For the phone_work field, I only want to define the extension as not everyone will have a direct phone number. I've tried several combinations but nothing seems to work. For example, if I wanted to do the extension 12345, I've tried:

• 12345
• x12345
• x 12345
• ext 12345
• ext. 12345
• ,12345

Each one of these puts the information into the main number field, not the extension field.

Am I missing something here? Is there a specific format I need to use? Thanks!

I don't know of a way to do it with the .csv import. 

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

We're not using Active Directory at our company so that's a no-go for us. :\

Guess I just have a bit of manual work to do. Bummer.
Original Message:
Sent: 09-24-2018 11:23
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

I don't know of a way to do it with the .csv import.

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

​Hi,

I am facing the same issue, I have one Org with over 900 users, so entering extensions for these is very frustrating...

There is an idea that has been accepted to add this feature:

https://purecloud.ideas.aha.io/ideas/CLPLA-I-459

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 09-25-2018 11:41
From: Travis Tubbs
Subject: Use Extensions as Work Numbers in People Import file

We're not using Active Directory at our company so that's a no-go for us. :\

Guess I just have a bit of manual work to do. Bummer.

Original Message:
Sent: 09-24-2018 11:23
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

I don't know of a way to do it with the .csv import.

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys

Since you are not using Active Directory, you can use the sql-connector instead. It involves more work on the front end, but could save time overall.

https://help.mypurecloud.com/articles/sql-database-connector/

You can use the free Express version of SQL Server: https://www.microsoft.com/en-us/sql-server/sql-server-editions-express




------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-25-2018 11:41
From: Travis Tubbs
Subject: Use Extensions as Work Numbers in People Import file

We're not using Active Directory at our company so that's a no-go for us. :\

Guess I just have a bit of manual work to do. Bummer.

Original Message:
Sent: 09-24-2018 11:23
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

I don't know of a way to do it with the .csv import.

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys

Hi

We recently went live with Pure Cloud and this was one of the more difficult tasks.

You'll need to get a edge server in your own data center to connect your SIP provider to PureCloud.

Then, you'll need to do extensive testing to make sure the two can communicate.  This was the most difficult part.  It was not as simple as just installing the edge server and then being able to do 5 digit transfers.  It required extensive work from  the SIP provider and PureCloud to make it work.

Once you have crossed that major hurdle then you will need to decide which field you want to use, which is what most of this discussion has been about.  We did turn on sync, and then used active directory to modify the field that we chose that imports a 5 digit extension over.  The sync works fine (bridge server) it was a matter of choosing a field we wouldnt normally use and manually entering the 5 digit extension by itself in there.

Once that is finished, I would recommend changing the "default number" to that field so that when your team is trying to transfer to those people it uses the 5 digit extension.




------------------------------
Brian Schwinger
Lone Star Circle of Care
------------------------------

Original Message:
Sent: 09-26-2018 08:54
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

Since you are not using Active Directory, you can use the sql-connector instead. It involves more work on the front end, but could save time overall.

https://help.mypurecloud.com/articles/sql-database-connector/

You can use the free Express version of SQL Server: https://www.microsoft.com/en-us/sql-server/sql-server-editions-express




------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------


Original Message:
Sent: 09-25-2018 11:41
From: Travis Tubbs
Subject: Use Extensions as Work Numbers in People Import file

We're not using Active Directory at our company so that's a no-go for us. :\

Guess I just have a bit of manual work to do. Bummer.

Original Message:
Sent: 09-24-2018 11:23
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

I don't know of a way to do it with the .csv import.

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys

Brian, your situation sounds like perhaps you are using 5-digit extensions to call between PureCloud and another PBX/System? It is not normally necessary to involve the carrier for extension dialing, since extensions are normally internal to PureCloud and never go out to the carrier/SIP trunking provider.

Is that the case?

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-26-2018 11:26
From: Brian Schwinger
Subject: Use Extensions as Work Numbers in People Import file

Hi

We recently went live with Pure Cloud and this was one of the more difficult tasks.

You'll need to get a edge server in your own data center to connect your SIP provider to PureCloud.

Then, you'll need to do extensive testing to make sure the two can communicate.  This was the most difficult part.  It was not as simple as just installing the edge server and then being able to do 5 digit transfers.  It required extensive work from  the SIP provider and PureCloud to make it work.

Once you have crossed that major hurdle then you will need to decide which field you want to use, which is what most of this discussion has been about.  We did turn on sync, and then used active directory to modify the field that we chose that imports a 5 digit extension over.  The sync works fine (bridge server) it was a matter of choosing a field we wouldnt normally use and manually entering the 5 digit extension by itself in there.

Once that is finished, I would recommend changing the "default number" to that field so that when your team is trying to transfer to those people it uses the 5 digit extension.




------------------------------
Brian Schwinger
Lone Star Circle of Care
------------------------------


Original Message:
Sent: 09-26-2018 08:54
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

Since you are not using Active Directory, you can use the sql-connector instead. It involves more work on the front end, but could save time overall.

https://help.mypurecloud.com/articles/sql-database-connector/

You can use the free Express version of SQL Server: https://www.microsoft.com/en-us/sql-server/sql-server-editions-express




------------------------------
George Ganahl
Principal Program Manager
Genesys


Original Message:
Sent: 09-25-2018 11:41
From: Travis Tubbs
Subject: Use Extensions as Work Numbers in People Import file

We're not using Active Directory at our company so that's a no-go for us. :\

Guess I just have a bit of manual work to do. Bummer.

Original Message:
Sent: 09-24-2018 11:23
From: George Ganahl
Subject: Use Extensions as Work Numbers in People Import file

I don't know of a way to do it with the .csv import.

I have done it with Bridge and Active Directory connector import using phone_work.extension instead of phone_work.

If you are able to set up a connector and import (maybe using the sql-connector), you'd need to do it in the Advanced view, rather then the Field Mappings. Something like:

{
"internal": "contactInfo.phone_work.extension",
"external": "User.TelephoneNumber",
"direction": "ex2in"
},

------------------------------
George Ganahl
Principal Program Manager
Genesys