Genesys Cloud - Main

It's quite usual to use extension number as the trigger of call flows. Cisco, Avaya, even Genesys on-premise products, all of them support this, why PureCloud can only support E.164 number as trigger?

If a call flow is used inside a corporate only, the flow of course doesn't need and should not have a E.164 number.

And in a brown-field migration, those internal extension numbers have been published and used as trigger number for long time, so it's not possible to change. In this case, a lot of efforts are needed to do translation. Another issue is the arbitrary E.164 numbers used are not allocated by PTT, so it might and will conflict with some E.164 numbers of PTT and cause those numbers can't be reachable by PureCloud users.
#Routing(ACD/IVR)

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Wen Gu
SITA SCARL- Switzerland Branch
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Hi Wen,

You could use dial plan with expression to convert the extension to DID, so the call still internal, i know it will be difficult if you have many extensions but it will be work, Also i don't know if there option to auto forward for extension to forward call to DID you could search for this as another solution.


Best Regards

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Abdullah Elsheikh
Advanced Technology Solutions Int
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Original Message:
Sent: 01-13-2019 14:37
From: Wen Gu
Subject: Why doesn't call routing support Extension number?

It's quite usual to use extension number as the trigger of call flows. Cisco, Avaya, even Genesys on-premise products, all of them support this, why PureCloud can only support E.164 number as trigger?

If a call flow is used inside a corporate only, the flow of course doesn't need and should not have a E.164 number.

And in a brown-field migration, those internal extension numbers have been published and used as trigger number for long time, so it's not possible to change. In this case, a lot of efforts are needed to do translation. Another issue is the arbitrary E.164 numbers used are not allocated by PTT, so it might and will conflict with some E.164 numbers of PTT and cause those numbers can't be reachable by PureCloud users.
#Routing(ACD/IVR)

------------------------------
Wen Gu
SITA SCARL- Switzerland Branch
------------------------------

It can be done in number plan.

https://contactcenterdude.blogspot.com/2022/02/configure-internal-extension-for-ivr-in.html


Original Message:
Sent: 01-13-2019 14:37
From: Wen Gu
Subject: Why doesn't call routing support Extension number?

It's quite usual to use extension number as the trigger of call flows. Cisco, Avaya, even Genesys on-premise products, all of them support this, why PureCloud can only support E.164 number as trigger?

If a call flow is used inside a corporate only, the flow of course doesn't need and should not have a E.164 number.

And in a brown-field migration, those internal extension numbers have been published and used as trigger number for long time, so it's not possible to change. In this case, a lot of efforts are needed to do translation. Another issue is the arbitrary E.164 numbers used are not allocated by PTT, so it might and will conflict with some E.164 numbers of PTT and cause those numbers can't be reachable by PureCloud users.
#Routing(ACD/IVR)

------------------------------
Wen Gu
SITA SCARL- Switzerland Branch
------------------------------