Genesys Cloud - Main

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Hi Paul

I have integrated into Avaya and noticed that the number sent was not E164, so For the UK it would send 44XXXXX and not 0044 or +44 so the route failed, I did a digimod in Mitel speak to insert 00 or whatever the carrier wants

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 12-20-2021 05:23
From: Paul Smith
Subject: Cant make outbound calls

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

This is exactly what it was, I was doing a tug tail on the MBG and grepping the output but I had my search wrong so I was not seeing the inbound invite so I thought the issue was on the Genesys side.

Added the 61* to the "SIP Peer Profile Assignment by Incoming DID " and on the "Trunk Attributes" Absorb 2 ( that will be the 61) and Insert 0 (to add the leading 0)

Got there in the end, I was struggling to see any logs but found the F12 dev tools, it was there all the time, you just need to know where to look

Always learning 

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Original Message:
Sent: 12-21-2021 04:05
From: Andy Jackson
Subject: Cant make outbound calls

Hi Paul

I have integrated into Avaya and noticed that the number sent was not E164, so For the UK it would send 44XXXXX and not 0044 or +44 so the route failed, I did a digimod in Mitel speak to insert 00 or whatever the carrier wants

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 12-20-2021 05:23
From: Paul Smith
Subject: Cant make outbound calls

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Original Message:
Sent: 12/21/2021 5:37:00 AM
From: Paul Smith
Subject: RE: Cant make outbound calls

This is exactly what it was, I was doing a tug tail on the MBG and grepping the output but I had my search wrong so I was not seeing the inbound invite so I thought the issue was on the Genesys side.

Added the 61* to the "SIP Peer Profile Assignment by Incoming DID " and on the "Trunk Attributes" Absorb 2 ( that will be the 61) and Insert 0 (to add the leading 0)

Got there in the end, I was struggling to see any logs but found the F12 dev tools, it was there all the time, you just need to know where to look

Always learning 

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Original Message:
Sent: 12-21-2021 04:05
From: Andy Jackson
Subject: Cant make outbound calls

Hi Paul

I have integrated into Avaya and noticed that the number sent was not E164, so For the UK it would send 44XXXXX and not 0044 or +44 so the route failed, I did a digimod in Mitel speak to insert 00 or whatever the carrier wants

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 12-20-2021 05:23
From: Paul Smith
Subject: Cant make outbound calls

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Just saw that, that's a big help when troubleshooting, thanks @Andy Jackson​

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Original Message:
Sent: 12-21-2021 05:42
From: Andy Jackson
Subject: Cant make outbound calls

Also when you look at the sip trace for the interaction you can see what its doing

 

 

Thanks

 

Andy Jackson

 

Telecoms Specialist

 

Email: andyjackson@tengroup.com

Desk: +44 (0) 2070505160

Online: tengroup.com

We're hiring: tengroup.com/careers

 

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Original Message:
Sent: 12/21/2021 5:37:00 AM
From: Paul Smith
Subject: RE: Cant make outbound calls

This is exactly what it was, I was doing a tug tail on the MBG and grepping the output but I had my search wrong so I was not seeing the inbound invite so I thought the issue was on the Genesys side.

Added the 61* to the "SIP Peer Profile Assignment by Incoming DID " and on the "Trunk Attributes" Absorb 2 ( that will be the 61) and Insert 0 (to add the leading 0)

Got there in the end, I was struggling to see any logs but found the F12 dev tools, it was there all the time, you just need to know where to look

Always learning 

------------------------------
Paul Smith
Essential Data & Voice

Original Message:
Sent: 12-21-2021 04:05
From: Andy Jackson
Subject: Cant make outbound calls

Hi Paul

I have integrated into Avaya and noticed that the number sent was not E164, so For the UK it would send 44XXXXX and not 0044 or +44 so the route failed, I did a digimod in Mitel speak to insert 00 or whatever the carrier wants

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 12-20-2021 05:23
From: Paul Smith
Subject: Cant make outbound calls

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------

Hi Paul,
I found this checklist for the BYOC set up that might be helpful https://help.mypurecloud.com/articles/byoc-cloud-configuration-checklist/

It also might be a trunk transport protocol issue. This might be helpful https://help.mypurecloud.com/articles/choose-a-trunk-transport-protocol/

------------------------------
Nichole Conway
State of Missouri - Family Support Division
------------------------------

Original Message:
Sent: 12-20-2021 05:23
From: Paul Smith
Subject: Cant make outbound calls

Hi Team,

I am new to the Genesys CX platform, Worked on Mitel for over 20 years, and we just had our lab setup. I have set up a BOYC and can get inbound calls to a webrtc phone on a ACD queue no issues all working as expected, but I can't make outbound calls.

I have set up the site, and number plan and when I simulate call it passes. I am running a trace on the carrier side and I don't see an invite from Genesys CX when i make an outbound call. I can't see anywhere I can look at logs to see why the call is failing, but it looks like the call is not being attempted.

I can call voicemail from the WebRTC phone so I'm sure that is all ok.

This is a brand new setup so I feel like I am missing something, any pointers would be appreciated
#Telephony

------------------------------
Paul Smith
Essential Data & Voice
------------------------------