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Author Topic: Route to External Number  (Read 6947 times)

Steve J.

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Route to External Number
« on: January 01, 1970, 12:00:00 AM »
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Can you build a strategy to dial and external 800 number if agents in a skill are not available?

I do not have Outbound Campaign.
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joel

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Route to External Number
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • You only need Outbound to generate new calls. In your case you just want to forward an already extisting call to an external number. Just try it with TRoute[], and it should work. Check wether you need to dial 0800XXX or 00800XXX or whatever your switch configuration is.
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    ryau86

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    Re: Route to External Number
    « Reply #2 on: January 13, 2015, 07:40:39 AM »
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    • Hi All,

    I've been advised by an few engineers that it is not possible to TRoute calls to external PSTN numbers - I find this a bit weird.

    Can someone confirm this?

    We have a CUCM-Genesys environment with the correct CUCM config for the RP (i.e. CSS, Route Partitions, etc) - I've tried TRoute-ing to external PSTN (i.e. [b][u][i]TRoute[varQ_RP_1,'',RouteTypeDefault,''][/i][/u][/b]) - however it just returns a busy signal  ???

    Please enlighten me!
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    Offline Kubig

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    Re: Route to External Number
    « Reply #3 on: January 13, 2015, 09:18:27 AM »
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    • You do not require OCS solution for this purpose. just use TRoute function within routing strategy.
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    ryau86

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    Re: Route to External Number
    « Reply #4 on: January 14, 2015, 03:20:31 AM »
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    • I triedf it already - doesn't work - just busy signal!
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    Offline Kubig

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    Re: Route to External Number
    « Reply #5 on: January 14, 2015, 09:40:20 AM »
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    • The root-cause should not be on URS TRoute function, but related to the T-Server/SIP server. Try to check logs or post fragment of log covering the request for route.
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    Offline jamesmurphyau

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    Re: Route to External Number
    « Reply #6 on: January 24, 2015, 08:24:32 AM »
  • Best Answer
    • Is CUCM rejecting the call? I've had to configure the Diversion header in SIP Server to get this to work in the past but I'm not 100% clear on the CUCM config that was used (someone else dos that part)
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    Offline Grand_Master

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    Re: Route to External Number
    « Reply #7 on: January 28, 2015, 09:38:11 PM »
  • Best Answer
    • It's best to show us a log excerpt.  Is your ERP configured with the correct access code?
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