Genesys Cloud - Main

Hi,

We utilize a carrier in Sao Paulo via a BYOC trunk to route our calls from our Brazil number to Genesys
For Sao Paulo calls, the carrier can only sends the local calling number so for Sao Paulo +5511xxxxxxxx they send 11xxxxxxxx
The issue is that when the call hits Genesys, it routes ok, but it normalizes the calling number and displays it as a USA Number, this causes confusion as the agent thinks that the call is from the USA and also when doing a call-back, it is dialling incorrectly.
I raised a support case with Genesys and they suggested to add in a Dial plan into the site ( interesting as its an inbound call I am concerned with ) and unfortunately would not provide the support for the exact Matching and Normalized Number

My Questions are
1 - Does adding an Dial plan to a site affect the INBOUND call treatment for the Calling Number

2 - If it does, what would the Matching and Normalised expression be  

Thanks

#Telephony

------------------------------
Alastair Pitt
Docusign
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1. yes
2. You can try something like:

Which gives:

------------------------------
George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys

Original Message:
Sent: 06-20-2023 07:50
From: Alastair Pitt
Subject: Dial Plan Assistance with Expressions

Hi,

We utilize a carrier in Sao Paulo via a BYOC trunk to route our calls from our Brazil number to Genesys
For Sao Paulo calls, the carrier can only sends the local calling number so for Sao Paulo +5511xxxxxxxx they send 11xxxxxxxx
The issue is that when the call hits Genesys, it routes ok, but it normalizes the calling number and displays it as a USA Number, this causes confusion as the agent thinks that the call is from the USA and also when doing a call-back, it is dialling incorrectly.
I raised a support case with Genesys and they suggested to add in a Dial plan into the site ( interesting as its an inbound call I am concerned with ) and unfortunately would not provide the support for the exact Matching and Normalized Number

My Questions are
1 - Does adding an Dial plan to a site affect the INBOUND call treatment for the Calling Number

2 - If it does, what would the Matching and Normalised expression be  

Thanks

#Telephony

------------------------------
Alastair Pitt
Docusign
------------------------------

Thank you so much @George Ganahl  I tried this briefly and it worked!. I have to do some further testing to ensure that other call scenarios work ok, but so far so good.
One thing I did notice is that there are actually Sao Paulo numbers with 8 and 9 digits after 11, so 11xxxxxxxx and 11xxxxxxxxx

I can put a new Dial plan in place i.e (11\d{9}) but is there a way of add it as one i.e  (11\d{8,9}) and that would cater for 8 and 9 digits?

Looking at the match expression (11\d{8})  I can understand that syntax fine, but what about the Normalized Number of +55$1  how exactly does that work?
Its always the Normalized expression that I struggle with. What does the $1 mean?  add +55 to anything?

Thanks again

------------------------------
Alastair Pitt
Docusign

Original Message:
Sent: 06-20-2023 18:02
From: George Ganahl
Subject: Dial Plan Assistance with Expressions

1. yes
2. You can try something like:

Which gives:

------------------------------
George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys

Original Message:
Sent: 06-20-2023 07:50
From: Alastair Pitt
Subject: Dial Plan Assistance with Expressions

Hi,

We utilize a carrier in Sao Paulo via a BYOC trunk to route our calls from our Brazil number to Genesys
For Sao Paulo calls, the carrier can only sends the local calling number so for Sao Paulo +5511xxxxxxxx they send 11xxxxxxxx
The issue is that when the call hits Genesys, it routes ok, but it normalizes the calling number and displays it as a USA Number, this causes confusion as the agent thinks that the call is from the USA and also when doing a call-back, it is dialling incorrectly.
I raised a support case with Genesys and they suggested to add in a Dial plan into the site ( interesting as its an inbound call I am concerned with ) and unfortunately would not provide the support for the exact Matching and Normalized Number

My Questions are
1 - Does adding an Dial plan to a site affect the INBOUND call treatment for the Calling Number

2 - If it does, what would the Matching and Normalised expression be  

Thanks

#Telephony

------------------------------
Alastair Pitt
Docusign
------------------------------