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Outbound Call - Caller ID

  • 1.  Outbound Call - Caller ID

    Posted 17 days ago
    ​Hello,

    I am wondering if there is a way to set what phone number displays on our outbound calls. Either to block the number or to display the 800 # for that specific queue?

    For example - Now when agents make a call back the recipient sees a local extension and the return calls come into our main line local number rather than back to the appropriate queue. If they call on behalf of a queue can the affiliated phone number with that queue display instead?

    #Outbound
    #Telephony
    #Unsure/Other

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Outbound Call - Caller ID

    GENESYS
    Posted 17 days ago
    It depends on whether or not you are using PureCloud Voice.

    Presuming not, you need to set the phone number in the Queue configuration on th eVoice tab, and under the Outbound settings on the External Trunk(s) you need to set the Address Override Method per the Resource Center article https://help.mypurecloud.com/articles/create-external-trunk-2/

    (Note that the address override will only override the phone number, not the CallerID name)

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 3.  RE: Outbound Call - Caller ID

    GENESYS
    Posted 11 days ago
    Did that get you what you needed, @Julie Green?​

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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