Genesys Cloud - Main

We have preview campaigns in which calls sometimes have to be rescheduled. The problem is that the system automatically inserts the country prefix with a + before the number to be called. This means that to establish a rescheduled call I would have to call a number like +34111111111 and when doing this, the wireshark logs show an error "503 Service unavailable" y I can not do the call. We have spoken to the SBC team to remove the restriction they have, but they have said they prefer not to change it. We have tried to change it at the number plan level, but this is configured at the Site level and preview campaigns are not associated with Sites. How could I remove the +34 prefix to make rescheduled calls from preview campaigns?

Thank you very much

Hello Ana, 

I think this highly depends on the SBC, but I did find this document in our resource center. Please let me know if this is what you are looking for. 

Cheers, 

We have preview campaigns in which calls sometimes have to be rescheduled. The problem is that the system automatically inserts the country prefix with a + before the number to be called. This means that to establish a rescheduled call I would have to call a number like +34111111111 and when doing this, the wireshark logs show an error "503 Service unavailable" y I can not do the call. We have spoken to the SBC team to remove the restriction they have, but they have said they prefer not to change it. We have tried to change it at the number plan level, but this is configured at the Site level and preview campaigns are not associated with Sites. How could I remove the +34 prefix to make rescheduled calls from preview campaigns?

Thank you very much

We have preview campaigns in which calls sometimes have to be rescheduled. The problem is that the system automatically inserts the country prefix with a + before the number to be called. This means that to establish a rescheduled call I would have to call a number like +34111111111 and when doing this, the wireshark logs show an error "503 Service unavailable" y I can not do the call. We have spoken to the SBC team to remove the restriction they have, but they have said they prefer not to change it. We have tried to change it at the number plan level, but this is configured at the Site level and preview campaigns are not associated with Sites. How could I remove the +34 prefix to make rescheduled calls from preview campaigns?

Thank you very much

Hi Ana,

While the preview campaign does not have a site assigned, note that the calls are considered as manual from agent so the agent's phone site comes to play.

Configure your regex in the agent phone site to achieve this:

Examples of regular expression match and replace for external trunk number transformation - Genesys Cloud Resource Center (mypurecloud.com)

Also, have you looked into omitting + on the dialed address from the trunk level?

Transform outbound addresses with regular expressions - Genesys Cloud Resource Center (mypurecloud.com)

We have preview campaigns in which calls sometimes have to be rescheduled. The problem is that the system automatically inserts the country prefix with a + before the number to be called. This means that to establish a rescheduled call I would have to call a number like +34111111111 and when doing this, the wireshark logs show an error "503 Service unavailable" y I can not do the call. We have spoken to the SBC team to remove the restriction they have, but they have said they prefer not to change it. We have tried to change it at the number plan level, but this is configured at the Site level and preview campaigns are not associated with Sites. How could I remove the +34 prefix to make rescheduled calls from preview campaigns?

Thank you very much