We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------

The first thing that I would do is simulate the call in Interaction Administrator to ensure there isn't an unexpected behavior from one of your dial plan entries manipulating the number.

The next thing would be to look at the SIPengine log on the server to validate the source of the 404 message.

Failing that turning up anything useful, your carrier should be able to provide assistance by looking at the traces of failed test calls.

We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------

I second Aaron's suggestion of "Simulate Call". You can often find a multitude of sins get revealed with it. In fact, I always start there when troubleshooting anything outbound....!

The first thing that I would do is simulate the call in Interaction Administrator to ensure there isn't an unexpected behavior from one of your dial plan entries manipulating the number.

The next thing would be to look at the SIPengine log on the server to validate the source of the 404 message.

Failing that turning up anything useful, your carrier should be able to provide assistance by looking at the traces of failed test calls.

We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------

The first thing that I would do is simulate the call in Interaction Administrator to ensure there isn't an unexpected behavior from one of your dial plan entries manipulating the number.

The next thing would be to look at the SIPengine log on the server to validate the source of the 404 message.

Failing that turning up anything useful, your carrier should be able to provide assistance by looking at the traces of failed test calls.

We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------

Thanks, Genesys was dropped in my lap, so wasn't sure how to actually do test calls.  Would the SIPEngine log show what number is being used to call the person, so that they can check with their carrier to see if there is a reason for it to be blocked?

The first thing that I would do is simulate the call in Interaction Administrator to ensure there isn't an unexpected behavior from one of your dial plan entries manipulating the number.

The next thing would be to look at the SIPengine log on the server to validate the source of the 404 message.

Failing that turning up anything useful, your carrier should be able to provide assistance by looking at the traces of failed test calls.

We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------

Yes and no, you can see the full value being passed to your gateways.  If you have some manipulation programmed in your gateways, that could also alter what is being seen by the carrier. 

Thanks, Genesys was dropped in my lap, so wasn't sure how to actually do test calls.  Would the SIPEngine log show what number is being used to call the person, so that they can check with their carrier to see if there is a reason for it to be blocked?

The first thing that I would do is simulate the call in Interaction Administrator to ensure there isn't an unexpected behavior from one of your dial plan entries manipulating the number.

The next thing would be to look at the SIPengine log on the server to validate the source of the 404 message.

Failing that turning up anything useful, your carrier should be able to provide assistance by looking at the traces of failed test calls.

We have one person who got a physical landline, that when we call them from Genesy on prem, it fails.  If we call their cell it works.  The landline also works if we call them from teams, cell, or any other method, just not from inside Interaction Desktop.

The logs come back as:

Dialing

Disconnected [Remote Disconnect:Unassigned Number (ISDN Cause Code 01)/404:SIP - Not Found]

We have hundreds of other people that we do this same process with, and it works fine.  

I am not really sure how to troubleshoot this to see if it is her carrier blocking something that Genesys is sending that it needs, or if there is something with the configuration of the phone number in Genesys.

We are using remote number, so the calls are going out through Teams, which works fine for everyone except when multiple people try to call this one persons number.
#Outbound

------------------------------
Jon Mercer
------------------------------