Is there a way to customize the caller ID for my team's manual outbound calls- ie, when they manually dial an outbound call from their WebRTC phone? I was unable to find an article on the topic with the following search string. Thanks.

site:help.mypurecloud.com "phone configuration" "caller id" webrtc

Hi Toby, great question! I don't know the answer but I'll see if I can find someone who does.

The most common way is to have team members place calls on behalf of a queue, and set the Calling Party Name and Calling Party Number in the Voice settings on the queue.

So, first you would have to have PureCloud Engage licensed, set up a queue under Admin>Contact Center and add your team as Members, and make sure they all have the Engage User role assigned.

Then, modify the settings on the Voice tab of the queue configuration:

To place a call, the user clicks the Interactions icon in the left sidebar:

Then types in the name of the queue to call on behalf of (it will pop up with names as soon as you start typing) and the number to call (or open the dialpad):

And click the green phone to place the call.

There are some other, more complicated settings that can be used under Telephony on the Trunk configuration, but that is less flexible and requires use of Perl Regular Expressions to translate the user's assigned calling party number into something else.

Hello Toby,

You can set it at the trunk level which will determine how it is displayed for all users in your organization.  You can specify to only use the address that is set if the agent does not have a phone number or to always display the address that is set (see the following article).

https://help.mypurecloud.com/articles/set-outbound-calling-address-purecloud-voice/

You can also set it at the queue level and specify what you want displayed when calls are made on behalf of a queue (see the following article under "set behavior and thresholds....)

https://help.mypurecloud.com/articles/create-queues/

There isn't a way to set it on an agent by agent basis.

Please let me know if you have any questions.

Thanks for the reponse, but I can't edit AWS trunks. Nor do I see an "identity" tab. My operation is using AWS/PureCloud Voice/WebRTC. Is there a a support resource that I can reach out to that has permissions to customize AWS trunk caller ID? thanks.

Hi Toby,

I can do that for you if you let me know what you would like set.

Thanks!

Please include whether you would like the outbound address to display always or only for outbound calls made by agents who do not have a phone number assigned to them.

Thanks again.

Always Display.

Public Assistance/1-844-586-0570

During our testing we got a city below the caller ID info on our smartphones that said "Falls Church Virginia". Is it possible to make that "Anchorage Alaska"?

Toby,

I have implemented the change you requested.  Public Assistance/1-844-586-0570 will always be displayed.

Thank you.

Toby,

What was the phone number you were testing from?

Harbanuk_Remote

I'm going to test Harbanuk_WebRTC in a moment

I got a 907-204 number when using Harbanuk_Remote (I'd guess its an outbound DID for my office PBX).  Harbanuk_WebRTC still shows 703-xxx-xxx from Falls Church VA.

Hello Toby,

Can you please test it again?  The number needed to be added in E.164 format (+1 and 10 digit number) and I had it added in as straight 11 digits.  I have changed that, please let me know what you are seeing.

Thank you!

Harbanuk_WebRTC gets me 1-844-586-0570 with no other text displayed.  Harbanuk_Remote gets me 1-907-586-0570 with no other text displayed. Might be a typo?

We just need the correct number display. No location metadata is fine.

Hi Toby,

I just created a remote test phone and tested it from the org and the number displayed as 1-844-586-0570.  Can you test it again?

Harbanuk_Remote still displays a 907 area code.

907-586-0570?

yes

Can you test call a different number than 9074655844?   You have that set as the remote number on the remote station.  If you are calling to another Purecloud phone like that, the call would not use what is set as the outbound address on the trunk (external) because it would never leave Purecloud.  There isn't a way to set the outbound address on the phone trunk (internal).  So if you are testing to a Purecloud phone, we don't have control over what is displayed at that point.  Please test to a non-Purecloud phone and let me know if you are seeing 844-586-0570.

I was testing to an AT&T iPhone. We just tested with Lundborg_Remote and got 844-586-0570 on caller ID on the same AT&T iPhone.

What is the phone number of the AT&T iPhone you were testing to?

I emailed it to you. Don't want to post in a semi-public forum.

Hi Toby,

Can you test it again please?  I just put my cell number in as the number on the Harbanuck_Remote phone and tested to my desk phone and when I tested, my cell phone rang and displayed 844-586-0570.  When I answered my cell phone the call was then sent to my desk phone with 844-586-0570 displayed as well.