When my agents call from within a queue, the CLI coming up is a number that we don't want clients calling back on - are we able to do something so that outbound calls from a queue show "no caller id" or show the 1300 number?

I tried to address this under the Admin>queues> then select the queue and then the voice tab and put in the calling party name and calling party number, but it did not make any difference.

Thanks

Kristina, I just noticed that no one has answered your question. Is this still happening?

Hello,

I have the same issue and that's still happening.

Thanks,

Jeroen

In my experience this is something your carrier would need to help with. Purecloud doesn't have an option to hide a CLI, however my carrier has provided me with a prefix to use on Outbound dialling, as well as some Site configuration to ensure it works correctly. This allows me to have Outbound calls show as No Caller ID.

Just make sure you're not breaching any Do Not Call legislation when using this.

Thank you, Katy!

Another consideration when trying to use the Queues settings for Calling Party Name and Calling Party Number, or the Identity>Outbound>Address Transformation settings on the Trunk, is that your carrier needs to support your changing the addresses. If your carrier does not support it, then changing those settings will have no effect.