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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:
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
Name: Technical Support
Thanks for your help.
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