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  • 1.  When Non ACD Calls routed to users, they get the call on their personal phones rather on the GC UI

    Posted 10-11-2024 16:09
      |   view attached

    Hi all, 

    I had some cases where Non ACD Calls routed to users, they get the call on their personal phones rather on the GC UI.

    Some of the users didn't have forward calls ON. 

    I figure that this behavior is because these users had their personal phone number fill under the Cell Phone in their profile in GC.

    After deleting their phone number from the Cell Phone profile field, this behavior stopped, and they got the calls in GC UI.

    After figuring it out, I wanted to understand what are the consequences of filling Phone fields in GC (especially important when provisioning users using SCIM) 

    So, I checked this matter thoroughly (there is no documentation on this issue, so i tested it in my Org, and with the GC Technician (Via Question Case)),
    And here is an
    1. my test results that are align with the behavior described by Gc Technician.
    2. Explanation of how the system handles the numbers in the different phone fields.
     
     
    1. 
    Attached is a file with details of various possible scenarios and their outcomes (File name: User Profile Phone Fields.txt).
    2. 
    General explanation:
    In the user profile, under the Contact Information tile, there are 6 phone fields by default:
    1. Work Phone
    2. Work Phone 2
    3. Work Phone 3
    4. Work Phone 4
    5. Cell Phone
    6. Home Phone
     
    It is possible to add more phone fields, which will be created under the name "Other Phone." The phone numbers are divided into two types: Work phones and Personal/External phones,
     
    Work phones(Work/2/3/4) are mapped to the user (The "Work Phone" field is the agent's internal route in the Org).
    That means when dialing these numbers from Genesys, Genesys will route the call to the user.
    The technician handling the case recommended not putting an external number in the Work Phone field but rather an internal number found in the DID Numbers.
     
    Personal/External(Cell\Home\Other) phones are defined as external numbers. If they are dialed from Genesys, Genesys will route them externally as defined in the Number Plan. However, since the agent is associated with these numbers, it can lead to non-intuitive behaviors.
     
    Accordingly, if the user profile has an external phone number in the Personal/External field and it is defined as Primary, or the other phone fields are empty, when dialing The user, the call will be routed to the external number defined in their phone field (in our test, only for direct dialing and not for calls from the queue).
    To prevent this behavior, the same external number in the Personal/External field can be placed in one of the Work phone fields. If set this way, calls will be routed to the User and not the external number because the number defined in the Personal/External field is mapped to the user through the Work Phone, so the call will not be routed To the external number but to the user.
     
    If a call is made from Genesys to the number defined in the Personal/External field, it will reach the external number and not the user. Of course, if the same number is Also in one of the Work Phone fields, the call will reach the user.
    Regarding the ability to prevent external dialing in scenarios where the user has an external number in the Personal/External field and this number is defined as Primary/the other phone fields are empty, it was checked with the GC (Via Question Case), and there is no way to prevent this in the system (at least currently).
    Therefore, my recommendation in such cases is:
    Either add the same external number to one of the Work Phone fields for the user 👍
    Or delete the phone number from the Personal/External Phone field 👍.
    Best regards,

    #Implementation
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Shahar Leonard
    ITNAV-Pro Ltd.
    ------------------------------

    Attachment(s)



  • 2.  RE: When Non ACD Calls routed to users, they get the call on their personal phones rather on the GC UI

    Posted 30 days ago

    This is a known bug since 2019. See IDEA OP-I-199.

    (The title of this idea is something different, but it covers exact your problem).



    ------------------------------
    Andreas Tikart
    Fiebig GmbH
    ------------------------------



  • 3.  RE: When Non ACD Calls routed to users, they get the call on their personal phones rather on the GC UI

    Posted 30 days ago

    The Idea OP-I-199 seems to be about preventing Users changing their Name, I'm here talking about the behavior of Genesys in case there is

    A Phone numbers in the different Phone fields in the profile.

    Best regards,



    ------------------------------
    Shahar Leonard
    ITNAV-Pro Ltd.
    ------------------------------



  • 4.  RE: When Non ACD Calls routed to users, they get the call on their personal phones rather on the GC UI
    Best Answer

    Posted 30 days ago

    Yes. Please read the whole discussion. The problem here is:
    1. On section of Genesys Support says "Yes, it is intended that a user can enter a phone numer in his own profile without restriction"
    2. The other section of Genesys support says "Yes, it is intended that a call is routed to the number in the profile instead of the target"
    As a result, an agent can enter a numner in his profile (and we cannot prevent it), and calls are routed to this number instead of the intended target if some additional conditions are fulfilled.
    And since both departments cannot agree, nothing happens.
    And yes, this leads to some happy "call stealing" szenarios, but Support explicit stated this is not Denial-of-Service.



    ------------------------------
    Andreas Tikart
    Fiebig GmbH
    ------------------------------



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