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 15 days ago
    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

    Top 25 Contributor
    Posted 14 days ago
    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 14 days ago
    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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