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DanHuber's avatar
DanHuber
Iron Contributor
Nov 06, 2024

Call out ID - can it be selected with Direct Routing?

I have setup two inbound queues  ("S" and "B") with different resource accounts and phone numbers.

I understand that with the right setting, the agent who is member of the two queues, should be able to select the outgoing number while dialing.

In fact, the two possibilitieds are shown in the Teams client (3), (4).

However, only the number that is assigned via Call ID policy can be selected and produces a valid outbound call (3) (and is the default (1), (2) as well).

Selecting the other number (4), results in an error:

“Der Anruf konnte nicht verbunden werde. Die gewählte Nummer ist ungültir, oder Sie sind nicht berechtigt, diesen Anruf zu tätigen….”

(Translated to english: The call could not be connected. The called number is invalid, or you do not have the permission to make this call...")

 

I tried everything I can think of, but I can't get it working.

 

Anyone has a hoint for me?

 

I believe i read somewhere in the forum that this won't work with Direct Routing. True?

If yes, could you point me to the respective documentation?

If yes, will it be possible eventually? Or with a trick?

 

Thanks

 

Dan

 

 

 

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