Genesys Cloud (formerly PureCloud)

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Outbound Caller ID#

  • 1.  Outbound Caller ID#

    Top 25 Contributor
    Posted 8 days ago

    We have multiple brands and each brand has their own toll free number. When we started using Purecloud we only started with one brand but now we are adding another brand.

    With the one brand, we changed the outbound calling address to the first brands toll free number  as callers were getting calls an unknown number and many went unanswered as people did not recognize the number and thought they were solicitation calls. (

     Now that we have added the 2nd brand, when they make an outbound call, their calls are also showing brand 1 toll free number. (We do not have outbound campaigns; our outbound calls are us returning customers call from where they left a call back request from the queue or calling back with research information from the initial call.

     Is it possible for when an agent makes an outbound call that the number of the brand they are associated with be the number shown as the calling from number?



    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019

  • 2.  RE: Outbound Caller ID#

    Top 25 Contributor
    Posted 7 days ago
    HI Ben

    Have you tried setting the calling name and number at the queue level then having the agent make calls on behalf of the queue?

    Vaun McCarthy
    NTT New Zealand Limited

  • 3.  RE: Outbound Caller ID#

    Posted 7 days ago
    We have this issue also, there are a few variables in our case as to what we could present.

    • If we wanted to present a different DID number per brand we could achieve this by having our agents call out on behalf of a queue, where the Queue configuration has a DID number specific to a call flow relevant to that brand. 
    • If the user has a personal DID number we may chose to present that to allow a call back direct to that person managing that lead.
    • We currently only have the ability to present one Outbound toll free number though
    There may be some limitations of your SIP provider as to what you can & can't present

    Paula Fleming
    Cigna International

  • 4.  RE: Outbound Caller ID#

    Posted 7 days ago
    Are you using your own carrier or Genesys Cloud Voice?  If you are using BYOC, you should be able to creat separate SIP trunks identical to your main trunk but with different Caller ID info. Create sites for each brand, assign the trunk with the appropriate Caller ID as the default outbound route for the site then assign each brand's phones to the appropriate site

    Mike Steinke
    Inflow Communications