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Hiding or Masking Customers Phone Numbers (Caller IDs)

  • 1.  Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-12-2019 03:28
    Hi Guys,

    Is there a way to hide the customer's phone number (Caller ID) from agents? They should not see who the customer is.
    I know it can be accomplished by building a custom client with PureCloud SDK but I was just curious if anyone out there achieved this on the PureCloud client interface, somehow...

    #Telephony

    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------


  • 2.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-15-2019 09:16
    Hi Oktay,

     There maybe a way to carry this out - Can i assume it's for an inbound call?

    Thanks

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 3.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-15-2019 09:41
    Hi Gordon,

    Yes, it is for Inbound calls only.


    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 4.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-15-2019 09:57
    Hi Oktay,

     If you check architect for the script flow you can remove the following section which is normally at the start;


     This should then allow you to pop the script you're using without passing the ANI.

     Hope this helps!




    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 5.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-15-2019 10:09
    Yes, but the script area is not the problem.

    Agents can still see the caller from the client areas shown below:


    They want to hide Caller ID / ANI totally from the client itself.



    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 6.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-15-2019 10:20
    ok, understood - you can change this in trunk settings - please see the related below;

    https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/


    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 7.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-17-2019 11:26
    Thanks Gordon. But I don't know how can I apply this to Inbound calls?

    The link you provided says it's only for Outbound Calls. See below:



    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 8.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-17-2019 14:44
    I think the best way to achieve this is by adding a voice gateway between Edge and PSTN.

    You will have more flexibility to do this kind of manipulation for inbound/outbound calls.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 9.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-18-2019 03:35
    Thanks, Paulo.

    Yes, adding a gateway or SBC for number manipulation is an option but I was wondering if this can be done from the PureCloud interface.
    After all, adding a device in-between increases cost and adds complexity tı call routing. It may be hard to convince the customer.


    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 10.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-18-2019 05:20
    Hi Oktay,

     If you try the "Calling field" should do this for the inbound customer number - from memory it works for inbound also, unless there's been a change.

    Thanks

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 11.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-20-2019 06:57
    I just tried and it didn't work. It works for outbound though...

    Thanks,
    Oktay

    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 12.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    GENESYS
    Posted 11-18-2019 15:00
    Hi Oktay,

    Thank you to everyone who has contributed to this thread! In the most recent episode of the PureCloud Community Q&A Show, PureCloud Expert Richard Schott discusses your question. You can check it out here!

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 13.  RE: Hiding or Masking Customers Phone Numbers (Caller IDs)

    Posted 11-20-2019 07:09
    Edited by OKTAY KEMAL 11-20-2019 07:09
    Thank you, Cole. I appreciate you arranging this session with Richard and him taking the time to answer our questions.
    What a great idea!  

    I will be trying the suggestions he talked about and see if I find a way of doing it without involving a custom client.
     



    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



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