Genesys Cloud CX

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  • 1.  Premise Edge and changing Caller data

    Posted 05-12-2022 10:30
    All,

    We are currently using Genesys Cloud edges(that are managed by Genesys). An inbound call displays the ANI and the display name provided by the carrier. For example the agent sees the following when answering an inbound call:

         ANI: 630-999-4444

        Name:  Chicago, IL


    I know we cannot change the name and ANI with our current configuration.


    If we changed architecture and used Premise Edge devices, I think we would have access to the SIP invites where this ANI and Name are provided. Would I be allowed to change the Name value and have the update Name displayed to the agents? For example

         ANI: 630-999-4444

        Name:  Technical Support


    Thanks for your help.


    #SIP/VolP

    ------------------------------
    David Martinez
    Motorola Solutions Inc
    ------------------------------


  • 2.  RE: Premise Edge and changing Caller data

    Posted 30 days ago
    Edited by Paulo Mesquita 30 days ago
    Hi David,

    You cannot achieve this with Genesys Cloud, but moving to BYOC premises or a Hybrid environment you would have the chance to try to change the customer CLI with an SBC.

    If the "Name" value is what we see in the Remote column on the interactions page. I don't think you can change that.