Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Steve J. on January 01, 1970, 12:00:00 AM

Title: Route to External Number
Post by: Steve J. on January 01, 1970, 12:00:00 AM

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.

Title: Route to External Number
Post by: joel on January 01, 1970, 12:00:00 AM

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.

Title: Re: Route to External Number
Post by: ryau86 on January 13, 2015, 07:40:39 AM

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!

Title: Re: Route to External Number
Post by: Kubig on January 13, 2015, 09:18:27 AM

You do not require OCS solution for this purpose. just use TRoute function within routing strategy.

Title: Re: Route to External Number
Post by: ryau86 on January 14, 2015, 03:20:31 AM

I triedf it already - doesn't work - just busy signal!

Title: Re: Route to External Number
Post by: Kubig on January 14, 2015, 09:40:20 AM

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.

Title: Re: Route to External Number
Post by: jamesmurphyau on January 24, 2015, 08:24:32 AM

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)

Title: Re: Route to External Number
Post by: Grand_Master on January 28, 2015, 09:38:11 PM

It's best to show us a log excerpt.  Is your ERP configured with the correct access code?