Genesys Cloud CX Professional — Question 137

Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

Answer options

• A. The DID number and extension are not listed in the DID or extension pools.
• B. The DID number and extension are considered the same numbers and entered into the same phone.
• C. The user does not have the proper license type, roles, and permissions.
• D. The DID number and the extension do not have the same last 4 digits.

Correct answer: A, C

Explanation

Option A is correct because if the DID number and extension are not included in the respective pools, calls cannot be routed correctly. Option C is also right as having the incorrect license type, roles, or permissions can prevent the user from receiving calls. Options B and D do not affect call reception in the same way; they do not address the core issues of routing or rights.