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  • 1.  Configuring External Trunk for Different Countries

    Posted 12-07-2020 07:44
    No replies, thread closed.
    We are configuring a Customer who has Standard v3 Edges hosted in Australia, with Agents and Customer in both #Australia and #NewZealand. We need to correctly treat and send outbound calls from both countries to the correct destination with appropriate CLI.

    Unfortunately, Genesys Cloud only allows for three transformation expressions as shown below, when configuring for Australia only:


    ​​Some thoughts so far:
    • further transformation within Genesys
    • transformation at the SBC (PBX)
    • Setup additional 'External' Trunk … how would we invoke this trunk / force calls out?
    Has anyone (perhaps in Europe) done similar (different countries / number plans / regex)?

    Any advice / assistance greatly appreciated!
    #Ask Me Anything (AMA)
    #Telephony

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 2.  RE: Configuring External Trunk for Different Countries

    Posted 12-07-2020 13:04
    No replies, thread closed.
    Malcolm
    I may need a little more detail or some examples for your original question, but in regards to you last bullet - I would say it is most common to use multiple trunks to deal with what I assume you are trying to do.  Setting up two trunks to the same destination is acceptable, especially when it comes to controlling dialing and manipulations.  

    You will control trunk selection at the "Site" level - users are tied to sites by the station they use.  When a user dials the Number Plan is traversed in the site they are dialing from - when a number plan is matched the call is mapped to a Classification.  Each outbound route has one or more classification assigned, but a classification can only be assigned to one outbound route.  The outbound route is used which is tagged to the classification that was matched to the Number Plan that matched the dialed string.  The outbound route maps to the trunk you want the call to be routed through.

    See here for links to the appropriate resource center pages: https://help.mypurecloud.com/faq/how-does-genesys-cloud-know-which-trunk-to-route-a-given-call-through/

    Also once you have your dial configuration set, you can use the Call Simulator in the Site settings to test your configuration.  https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/


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    Phil Whitener
    Genesys - Employees
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    Original Message


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