Hi @Kavita_K, the developer forum is focused on API usage and customizations. For inquiries about the base product's behavior, posting on the Genesys Cloud Community Forum or opening a case with Genesys Cloud Care is more appropriate.

Hi All,

I am working on a Genesys Digital Bot flow & implemented a below work flow -

1. From Digital Bot, user gets option to Chat with Agent. I have used "Transfer to ACD" option to Chat with Agent.
2. Once transfer is successfully passed to Human Agent, at some point during the chat, if agent thinks that the conversation should be over the phone call, then Agent can initiate outbound call using Customer's phone number.
3. I have initiated the call from agent desktop: I am trying to initiate call on US number.
   Two scenarios here, the customer contact may or may not be available in my External contacts. (Below screenshot is for existing External Contact)

4. When I am using +1 while dialling the number, then call automatically gets disconnected immediately without any error.

5. When I am using 001 while dialling the number, then getting below error:
"A dial plan entry was not found for an outgoing call attempt"*

I want to understand if there are any prerequisites for dialling the number from Genesys. Am I using the correct approach for achieving my requirement? Or what is the correct approach to achieve this?

Thank you for your help!