​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Did that get you what you needed, @Julie Green?​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Hi George,

We are rolling out multiple Call Centers for a client globally and had no issues configuring the correct Toll free number to show for the correct Queue when agents select the correct queue to dial a customer. We have two Organizations currently US and Japan.

We have a significant problem with Outbound Calls when a Queue is NOT selected, in just one Location - this is a combined call center serving Malaysia & Singapore.

For US we have no problems despite US & CA being combined and we use PureCloud Voice also. In other countries however you guys don't have PureCloud voice so we needed to find other solutions and the client chose Twilio. Nevertheless in all Countries, if agents call without selecting a queue we can either configure a TFN or Local DID of our choice to show up. Then PureCloud automatically appends the Country code, but local carriers recognize calls are being made from within the country even for TFN's and ignore it = customer gets through to call flow no issue, no charge to them.

In Malaysia Carriers do NOT ignore the Country Code appended to a TFN and so the call fails. We can configure a local DID but a) Malaysia Customers are charged local call rates b) Singapore callers are charged International rates - not what the customer wants. 

We can create a short flow and IVR announcing it's a local outbound-only number please call back on the TFN and hang up to minimize cost to client, or we can let the number display weirdly and fail (Country code + MY TFN) but why can we not disable Agents being able to make a call without selecting a Queue? This would solve the issue for all stakeholders and be a relatively simple to implement solution one would think, no?

Obviously they will train their staff to always select a queue too, but invariably especially with staff constantly turning over as they do in a Call Center, calls will be made and it would be so easy to stop that technically.

------------------------------
Jason Ball
Pactera (for Fast Retailing)
Japan
------------------------------

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

I agree "Disable Agents being able to make a call without selecting a Queue" should be added. Perhaps post it as a feature request?

------------------------------
Stuart Gormley
Agilon Health
VoIP System Administrator
------------------------------

Original Message:
Sent: 03-06-2019 21:31
From: Jason Ball
Subject: Outbound Call - Caller ID

Hi George,

We are rolling out multiple Call Centers for a client globally and had no issues configuring the correct Toll free number to show for the correct Queue when agents select the correct queue to dial a customer. We have two Organizations currently US and Japan.

We have a significant problem with Outbound Calls when a Queue is NOT selected, in just one Location - this is a combined call center serving Malaysia & Singapore.

For US we have no problems despite US & CA being combined and we use PureCloud Voice also. In other countries however you guys don't have PureCloud voice so we needed to find other solutions and the client chose Twilio. Nevertheless in all Countries, if agents call without selecting a queue we can either configure a TFN or Local DID of our choice to show up. Then PureCloud automatically appends the Country code, but local carriers recognize calls are being made from within the country even for TFN's and ignore it = customer gets through to call flow no issue, no charge to them.

In Malaysia Carriers do NOT ignore the Country Code appended to a TFN and so the call fails. We can configure a local DID but a) Malaysia Customers are charged local call rates b) Singapore callers are charged International rates - not what the customer wants.

We can create a short flow and IVR announcing it's a local outbound-only number please call back on the TFN and hang up to minimize cost to client, or we can let the number display weirdly and fail (Country code + MY TFN) but why can we not disable Agents being able to make a call without selecting a Queue? This would solve the issue for all stakeholders and be a relatively simple to implement solution one would think, no?

Obviously they will train their staff to always select a queue too, but invariably especially with staff constantly turning over as they do in a Call Center, calls will be made and it would be so easy to stop that technically.

------------------------------
Jason Ball
Pactera (for Fast Retailing)
Japan

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

Hi George, we don't have purecloud voice in our region 
How do you configure it for an org with 1 trunk but operating separate queues for outbound dialer who are in different business unit groups?
What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud
------------------------------

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

The outbound ANI is set in the Campaign configuration, so if you are using outbound dialer that's the number that should be sent when placing the campaign calls even though there is one trunk.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-05-2019 03:21
From: Darryn Chang
Subject: Outbound Call - Caller ID

Hi George, we don't have purecloud voice in our region
How do you configure it for an org with 1 trunk but operating separate queues for outbound dialer who are in different business unit groups?
What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

For our organization it's not about a Campaign, it's agents returning patient and provider calls without using the "Call on behalf of the queue" function. They are trained to do it but often they do not. If an agent doesn't have a DID they should be forced to use the "Call on behalf of the queue" function when making an outbound call. If they do have a DID they should be presented with a choice to use their personal DID or a queue. Without this, I will be forced to configure a new Caller ID that points to a voicemail message which asks the caller to call the contact center's number.  The problem is we have ten contact centers, which will make for a very long message!

------------------------------
Stuart Gormley
Agilon Health
VoIP System Administrator
------------------------------

Original Message:
Sent: 09-05-2019 09:50
From: George Ganahl
Subject: Outbound Call - Caller ID

The outbound ANI is set in the Campaign configuration, so if you are using outbound dialer that's the number that should be sent when placing the campaign calls even though there is one trunk.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-05-2019 03:21
From: Darryn Chang
Subject: Outbound Call - Caller ID

Hi George, we don't have purecloud voice in our region
How do you configure it for an org with 1 trunk but operating separate queues for outbound dialer who are in different business unit groups?
What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------

What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group?

From my understanding, this can only be achieved by creating unique queues for each group which they would call on behalf of. While there is an option to set an override address in the trunk settings, it's a global setting for that trunk. 

------------------------------
[Peter] [Dimatulac]
[BizCover][Workforce Optimisation Manager][Australia]
------------------------------

Original Message:
Sent: 09-05-2019 03:21
From: Darryn Chang
Subject: Outbound Call - Caller ID

Hi George, we don't have purecloud voice in our region
How do you configure it for an org with 1 trunk but operating separate queues for outbound dialer who are in different business unit groups?
What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud

Original Message:
Sent: 01-04-2019 16:56
From: George Ganahl
Subject: Outbound Call - Caller ID

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)

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 01-04-2019 16:00
From: Julie Green
Subject: Outbound Call - Caller ID

​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

------------------------------
Julie Green
Sentinel Benefits & Financial Group
------------------------------