I have noticed that when I populate the field of Caller ID and Caller name at a trunk, it blocks my call and it terminates suddenly.
We have implemented an integration through java sdk and we can create a trunk without having to fill these specific fields. With this way the integration works properly and we do not face any issue. However, when we go to the trunk and update something, we see the messsage "
This field is required." under the Caller ID field. If we populate it with a number and then save the trunk, the call does not work properly and it terminates.
Our flow as a first step transfer the call to an external number and based on the result either it terminates (success case) or it redirects the call to an agent (fail case).
With the above issue the call is transfer to the external number but after that it terminates.
This happens only when the Caller ID field has a value.
Could you please help me with a way to solve the problem?
I don't think that setting the Caller ID would change anything on the Genesys Cloud side (assuming you have set an e.164 number).
I assume that you have 2 trunks:
one trunk configured to interconnect with the telephony network (PSTN) to receive calls from customers on the Genesys Cloud platform
a second trunk targeting your system (used to transfer calls to the external number - i.e. your system - "direct" SIP from Genesys Cloud to your system/device over Internet, using BYOC Cloud add-on)
Right?
If yes, I would suggest to set "Calling - Address Override Method" to "Unassigned DID" and set a valid e.164 number for "Caller ID".
This means that the Caller ID will be used as From value (in the outgoing SIP INVITE) only if the call which was received from the customer didn't have an ANI/CLI. Assuming that when you say that you "step transfer the call to an external number", you are doing this via a Transfer to Number action in an Architect flow.
When you say "With the above issue the call is transfer to the external number but after that it terminates."
Is this right after trying to establish the transferred call to your system? Or you mean it terminates when trying to redirect the call to an agent?
Being for one or the other option, I would suggest to have a look at the SIP traces/PCAP traces which are now available from Genesys Desktop.
I am not sure what permissions/roles are required for this. But if you access an Interaction details (Performance - Interactions), at the bottom of the Details tab, you should now see a json and a pcap log. You might see at least who request to terminate the call (if it is a reply/reject from your system on INVITE, or if it comes from Genesys Cloud).