Agents Receive a 7019 Error Code when placing an Outbound or Dialout Call using a PSTN or SIP

Overview

Agents Receive a 7019 Error message when attempting to place an Outbound or Dialout call using a PSTN or SIP phone number.

Possible Cause 1

This is may be caused when a Default Outbound Gateway is not selected after creating a Tenant or has been modified by the Tenant Administrator as found under your Tenant Configuration Page.

Possible Cause 2

A Dispatch Mapping has not been created that is linked to an Outbound flow.  

Possible Cause 3

A Dispatch Mapping has been created but is not properly configured for the Outbound call type that is being attempted.  

Solution 1

Selecting the appropriate Default Outbound Gateway from the drop down will resolve this issue.  If your Tenant Administrator is unable to perform the change or your Tenant Administrator should be changed to a new employee please create a Support Case so that we may assist.

Solution 2

Create a Dispatch Mapping that is linked to an Outbound flow.  

Solution 3

Ensure that the Dispatch Mapping for the Outbound flow is set correctly. If the error occurred when the agent attempted to dial a number directly from Skylight, or selected a contact record from Skylight Desktop, or clicked on a link inside a CRM with "Click to Dial" enabled, the Dispatch Mapping should have the  "Direction" parameter set to "agent initiated". 

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