Genesys Cloud (formerly PureCloud)

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Display caller name instead of phone number

  • 1.  Display caller name instead of phone number

    GCAP Member
    Posted 05-15-2020 08:44
    My company is currently using Genesys cloud, but do not have them integrated to our PBX. I am using an update data with an expression of "ToPhoneNumber(Call.Ani).subscriberNumber". Is there a way for me to display the callers name instead of the 10 digit ANI?
    #ArchitectureandDesign

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    Steven Moore
    MITRE Corporation
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  • 2.  RE: Display caller name instead of phone number

    Posted 05-15-2020 23:37
    Do you have a SIP TIE line between the PBX and Genesys Cloud?  If so, User-to-user information should be passed based on the trunk settings.  Be sure to set the caller ID number and name to Unassigned DID.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Display caller name instead of phone number

    GCAP Member
    Posted 05-16-2020 12:30
    We actually have our ticket system tied into Genesys. If the phone number is associated with someone in our people table in Remedy. We built a window in PureCloud that displays the callers name when the agent answers the call. You could try that solution if that is possible.

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    Paul Zagarella
    Temple University
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