Genesys Cloud - Main

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?

thanks for the answer Robert.

The initial idea of this design was to have 1 trunk to handle inbound and outbound calls.

Though we had issues with outbound queues and so we had to configure the priority to 1- queue, 2-site, 3- trunk.

some flows from different locations have the Transfer to Number action and it fails as the carrier does not allow the PAID as the caller to be sent. It returns 400 bad request.

We are to test if having an outbound trunk for each site with their own unique number will fix the issue with the carrier. The concern is that the Architect will always use the default trunk as per documentation:

BTW the trunks we are to add are a copy of the Main trunk which is configured in the Edge and we dont have access to it.

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?

thanks for the answer Robert.

The initial idea of this design was to have 1 trunk to handle inbound and outbound calls.

Though we had issues with outbound queues and so we had to configure the priority to 1- queue, 2-site, 3- trunk.

some flows from different locations have the Transfer to Number action and it fails as the carrier does not allow the PAID as the caller to be sent. It returns 400 bad request.

We are to test if having an outbound trunk for each site with their own unique number will fix the issue with the carrier. The concern is that the Architect will always use the default trunk as per documentation:

BTW the trunks we are to add are a copy of the Main trunk which is configured in the Edge and we dont have access to it.

The multiple trunks in GCV will allow you to have different caller ID (OLI) on the outbound calls, but not really do anything for inbound.  If you are BYOC, you could ask carrier for multiple trunks and then have them direct specific numbers to different trunks that could then be separated, but you still won't get the SITE separation you are asking for unless you limit the trunks to a specific media region. 

Thanks for your answer Cameron.

We only have 1 trunk which service multiple sites/divisions/locations.

We have been thinking to create outbound trunks for each location though we dont kow if it would work as the inbound call always comes from the default trunk.

Hello Thiago and welcome to the community!

Inbound calls to a DID which is assigned to a user will use the site of the user's phone. Inbound calls to a DID assigned elsewhere (group, call route...) will use the default site.

 Hope this helps!

Hi There,

I would appreciate your help in this case.

The configuration

Genesys Cloud with International Sites.

Trunk is configured as:

Outbound SIP DNIS = empty

Send asserted identity header = Yes

Get asserted identity header from = Caller Address

Prioritized Caller Selection =

Call Source (Queue / Campaign / User ID)

Site

This Trunk

Suppress User Name = Always

Caller ID = E.164 number

# Testing Scenarios

Calls from Queue work fine, as it send on the queue assigned number

Calls from user works fine.

Calls from a Flow with the action Transfer, fails! Carrier returns 400 Bad Request as the P-Asserted ID sent  is the User who call the flow so:

myMobileNumber call GenesysFlow, GenesysFlow transfer to ExternalNumber

myMobileNumber is sent as P-asserted and as this number is not associated to the Genesys numbering range the carrier complain.

# Notes

We have multiple flows for different countries that transfer the call to external and IF we set the Prioritized Caller Selection = Trunk we have concerns that the CallingPartyNumber showing to the called number will be wrong.

#Questions

Does the Architect Always uses the Default Site to route out calls?