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Outbound Call - Caller ID

  • 1.  Outbound Call - Caller ID

    Posted 01-04-2019 16:00

    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?


    Julie Green
    Sentinel Benefits & Financial Group

  • 2.  RE: Outbound Call - Caller ID

    Posted 01-04-2019 16:56
    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

  • 3.  RE: Outbound Call - Caller ID

    Posted 01-11-2019 10:10
    Did that get you what you needed, @Julie Green?​

    George Ganahl CCXP, GCA
    Principal Technology Consultant

  • 4.  RE: Outbound Call - Caller ID

    Posted 03-06-2019 21:32
    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)