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  • 1.  Can't unassign DID number from a user.

    Posted 01-04-2024 09:48
    No replies, thread closed.

    Here is what I'm doing

    ·         When I navigate to admin -> telephony -> DID Assignments

    ·         Select a number to unassign.


    ·         After a few seconds, I got this message.


    ·         The DID Assignments page reloads and the number is still assigned.


    ·         If we look at the user's profile under Contact Information, the number is no longer there.

    After all this, I also used the API to see the assignment of the DID

    Get

    URL https://apps.usw2.pure.cloud/platform/api/v2/telephony/providers/edges/dids?phoneNumber=%2b1xxxxxx6327

    Response                                                                                                                       



    If anyone knows how to help me, it would be great. 


    #PlatformAdministration
    #SystemAdministration
    #Telephony

    ------------------------------
    Pat Johnson
    Numerica Credit Union
    ------------------------------


  • 2.  RE: Can't unassign DID number from a user.
    Best Answer

    Posted 01-05-2024 02:34
    No replies, thread closed.

    Hi Pat,

    I believe I've had this happen before - and from memory the number was stuck as a 'Duplicate Value' on someone else's user profile (can't remember if they were also Inactive or Deleted).

    Maybe try from within the Users Profile, add that DID as their Primary Voice in their contact information and hit save. If it comes up at 'Duplicate Value' or won't let you save, I'm pretty sure it'll be allocated to another user that's likely Inactive or Deleted and it's stuck - not sure if you keep a separate record of which user may have been assigned that number previously, or whether they'll show up in a global search.

    If it does let you add the number and saves successfully against the user profile - after reloading try removing it from the user profile and save again. If it's gone from the user profile, then check if it's gone from the DID assignments page.

    Hope that helps - I certainly find this aspect of Genesys Cloud (DID's and user profiles) absolutely frustrating. 

    As an admin, I effectively don't have full control over allocation of numbers to users and that they are so intertwined with the User Profile. This is especially true when we can't lock down users from editing their User Profile - so when a user unwittingly updates their contact information (thinking it's just a contact record) - it can and has ruined the allocation of a DID or change the behaviour of calls that is completely unexpected.



    ------------------------------
    Jeff
    ------------------------------

    Original Message


  • 3.  RE: Can't unassign DID number from a user.

    Posted 01-07-2024 02:08
    No replies, thread closed.

    Hi Jeff,

    I appreciate your prompt response. We were successful in identifying and removing a deleted user with the same DID, but unfortunately, it didn't resolve our issue.

    Do you have any best practices or guidelines that I should follow when deleting users to prevent similar issues in the future?

    Thank you,



    ------------------------------
    Pat Johnson
    Numerica Credit Union
    ------------------------------

    Original Message


  • 4.  RE: Can't unassign DID number from a user.

    Posted 01-08-2024 07:34
    No replies, thread closed.

    Hi,

    I had this issue before and the only way to resolve it was to have Genesys fix it from there side. The issue was that a user was deleted before the DID was unassigned. So, the system saw it as a duplicate value. 



    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------

    Original Message


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